1. Which of the following is Not True for both casual dining and fast food restaurants?

o Both offer easy-to-prepare menu items convenient for take-away.

2. This document is usually handed before the shift stats to let you know the activities that you must
accomplish during your shift.
o Daily Task Sheets
3. Using visual materials to label items and to provide instructions are practices under what phase of 5S?
o Standardize (Seiketsu)
4. This type of menu is characterizing by food and beverage items having separate prices.

5. Which of the following is not a cutlery?

o Soup tureen
6. Identify which of the following groups consist of steamed glassware only?
o Sherry Glass, Champagne Flute, Martini Glass
7. Which of the following is NOT TRUE about following up table reservations?
o It determines what mode of payment is to be presented.
8. Why it is important to ask questions when handling guest complains?
o It helps clarify details of the complaint
9. Why is it important to provide proper handover to the incoming shift?
o It unsure the guests that service will remain efficient even when shifts change
10. Which of the following measures should NOT be done when handling guest complaints?
o If the complaint involves a staff member, always take the side of the guest.
 LESSON 1: THE FOOD AND BEVERAGE SERVICE DEPARTMENT

The tourism industry in one of the biggest industries worldwide contributing trillions if 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 his is hospitality.
The global hospitality industry is simple. It is to ensure that the basic lodging and food and beverage
needs of the guest are well provided. The relationship of the hospitality industry to the tourism lies on the
chances that a person away from home might also need a hotel to stay 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 classifies 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.

Fine Dining Restaurants

o There are establishments that offer very high standards in all aspects of their operations
including an extensive menu, good quality service, facilities and décor
Casual Dining Restaurants
o 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.
Cafes
o These are small social gathering places or shops the sell food and drinks.
Specialty restaurants
o These are dining establishments that emphasize on one particular food product or one type
of ethnic cuisine in its menu and marketing
Bars
o Bars can be individual business 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
o These are food and beverage establishments where there is little or no table service.
Cafeterias can be a restaurant or a dining are in an institution in which guest select their
food at a counter and carry it on a tray to a table available after making payment.
Fast food restaurants
 o These are establishments offering limited choices of popular food at a reasonable price. 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 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.

Division Manager
o Makes sure that the target revenue is reached in the specific 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.

Restaurant / Bar or Outlet Manager

o Conducts inventory checking
o Purchase 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 complain and provided special requests
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 Process room service accounts 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.
Head Wait staff / Team Leader
o Ensures that services are carried 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
 Receptionist
o Welcome guess and greets customers upon arrival
o Escorts the guests to their tables
 o Checks the reservation of the guests
o Coordinated with the wait staff regarding table availability and reservation
 Wait Staff
o Takes food and beverage orders
o Serves food and beverage orders properly
o Reports to the station wait staff any notable circumstances
o Identifies opportunities foe higher revenue
 Busser/ Runner
o Clears dishes and beverage items
o Crumbs-down tables
o Assists the wait staff and the bartenders (bar runners) in serving dishes
o Cleans and maintains counters and work areas
o Restock wait stations and buffet tables
o Replaces tablecloths and returning tables to their original positions
o Keeps the restaurant area clean and safe
o Assists guests in moving table and chairs and in setting up highchairs
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 and purchases required stock
 Sous Chef
o Supervises the preparation of food
o Overseas food and services in pick-up counters
 Line Cook
o Leads most of the cooking in his/her designated station
o A line cook can be posted in the following stations:
- Sauce and Saute (saucier) - Fish and Seafood (Poissonier)
- Soup (Potager) - Vegetable (Entremetier)
- Grill (Grilldin) or Savoury - Roundsman (Tournant)
(Savourier) - Butcher (Boucher)
- Roast (Rotesseur) - Pastries (Patissier)
- Fry (Friturier) - Banquet
- Pantry (Garde Manger)
 Commis
o Perform and maintains mise-en-place
o Prepares ingredients, utensils, and equipment for food production
o Maintains kitchen cleanliness and hygiene
 Steward / 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 and defects
o Ensures that food scraps and kitchen wastes are disposed of well.
Bar staff
o Prepares beverages according to prescribes standards
o Conducts the inventory of bar supplies and materials
o Assists guests in choosing his/her beverage order

TOPIC 3: KNOWING YOUR ROLE AS AN F7B SERVICE STAFF

To be able to do your duties properly, you must understand your role in the organization.

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
- Contract is a written document that states the description of your job, the scope of your
responsibilities, and terms of your employment. This is usually provide by your employer
before you start working. Other that your main responsibilities, there may be times when
you are required to perform other side duties as deemed necessary.
3. On-The-Job training
- OJT will let you familiarized yourself with the function of each other department and the
processes inside the organization through hands-on-work experience. OJT’s can be required
for interns or new staff and even to old staff members if a new policy or system is being
implemented.
4. SOP’s , Policies and Manuals
- These are set of instructions that indicate the appropriate actions to be undertaken for any
possible workplace situation. SOP’s 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 Sheet, Direct Requests and Observation
- A daily tasks sheet is a document detailing the activities that you have to undertake
throughout you shift. This is usually handed to the staff or posted in bulletins before the
service of the shifts starts.
- Meanwhile, direct request and observations will show you tasks that need to be addressed
immediately, depending on the event or what you feel bases on any given situation.
 LESSON 2: THE FOOD AND BEVERAGE SERVICE STAFF
Food and beverage service involves various jobs 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.

TOPIC 1: PROFFESIONAL WORK HABITS AND SKILLS

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.

Present yourself professionally and maintain proper hygiene

- Be at work when scheduled.
- Arrive 30 minutes before your shifts.
- Do not miss a shift
- Advice your supervisors well ahead of time when you are unable to work especially when ill
- Wear the required uniform properly
- Observe appropriate skin and body care
- Put away your cell phones when on-duty to avoid being tempted to take selfies or group
pictures
Demonstrate positive attitude in the workplace
- Cooperate with your colleagues
- Offer help and do not wait to be asked
- Always smile
- Appreciate the effort of your colleagues.
- Thank co-workers for their help
- Anticipate the wishes and needs of the guest
- Treat all guests as VIPs
- Never argue with the guests
- Develop a sense of urgency especially when the establishment is very busy.
Communicate effectively
- Use correct and appropriate verbal and nonverbal communication techniques.
- Ask questions
- Listen attentively
- Clarify ambiguities
- Confirm messages
- Seek and provide feedback
- Always use polite and courteous verbal and nonverbal language.
- Be mindful of your social religious, cultural, gender and/or age-specific differences.
- Avoid workplace gossips
- Do not take credit for the work that you did not do.
Perform assigned tasks
- 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.
 - Be familiar with the structure of the food establishments, the location of each room, fire
exit, cashier, kitchen, stockroom, storage area, pantry area, etc.
- Complete daily task according to a designated sequence within the required time.
- Give proper treatment to priority requirements
- Advise coworkers when a task was completed and inform them when you are running
behind time.
- Ask assistance from others when necessary.
- Comply with legislative requirements and internal house policies and procedures.
- Work with minimal disturbance to guests
- Keep noise levels at a minimum.
Participate on workplace activities.
- Maintain work area in proper condition
- Keep the workplace tidy and clean at all times
- Be mindful for factors that may affect workplace safety and security
- Take part in searching for solution to problems and issues.
- Attend activities intended to improve service delivery and guest experience
- Be willing to assume responsibilities
- Do your job regardless of the presence of a supervisor
- Develop sensibility and assume responsibility
Respond accordingly and quickly
- Requests for assistance from co-workers and guests
- Customer complaints and workplace conflicts
- Arising situations and/or emergencies
- 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 the reason, you must work 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.

 Dos
- Bathe before reporting to duty.
- Wash your hands before having any 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 shifts 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 sore on hands and fingers with waterproof dressing and bandages. Make
sure to inform your supervisor about this.
- Use disposable gloves if appropriate.
 Don’ts’s
- 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 diseases, 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
- 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, long 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 a skirts, wear clean hose when required.
- Wear socks. It is advised to wear plain dark one or plain socks of color that compliments the
color of the pants.
- Keep the shoes polished and laced
- Avoid wearing big jewelry
- Fingernail decorations such as artificial nails should be avoided.
 LESSON 3: 5S OF THE 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 phases is
named after a Japanese term recognizing the Japanese companies which lead the practice of this method.

1. Sort (Seiri)
- Means sorting, clearing, and classifying
- Has two main goals: to remove unnecessary objects; and to reduce waste.
Seiri Practices
 Use evaluation criteria in sorting
 Use tags when sorting
 Create a material list containing all the available materials
Seiri Benefits
 Production spaces are feed and become more productive.
 Conducting inventory become easier
 Less time is consumed by searching for an item
 Moving goods and mobility of employees becomes faster

2. Systematize (Seiton)
- Seiton or “set in order” is the process of taking the necessary items and placing them in
their designated areas.
- The goal of Seiton is to put the workplace in order
Seiton Practices
 Label items and their locations. Put items at their allocated places
 Return the items back from where they came from
 Record any changes regarding the order of placement of things and inform concerned
personnel. Update the records regularly.
 Put frequently used items closer to reach
 Do not pile items without labeled separator.
Seiton 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

3. Sweep (Seiso)
- Translated as the sweep, shine or clean, Seiso aims to ensure efficiency by maintaining the
tools, machines and equipment and the cleanliness of the workplace as well.
 Seiso Practices
 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
Seiso Benefits
 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.

4. Standardized (Seiketsu)
- Involves incorporating the actions done in the Seiri, Seiton and Seiketsu into the system
permanently
- This is to ensure that a common standard of working will be applied.
Sieketsu Practices
 Use visual materials in managing such as infographics, bulletin boards, and light devices
 Use posted messaged calling for immediate actions
 Use marks to labeled inspected items.
 Posy label on machines and equipment indicating the dated of the previous and upcoming
maintenance.
Seiketsu Benefits
 Cleanliness and orderliness in the workplace are maintained
 Misoperations on the process or equipment function can easily be identified and prevented.
 Good practices are standardized.

5. Sustain (Shitsuke)
- Is concerned in the maintenance and review of the previous steps.
- The goal of this step is to oversee the new way things are done as a result of the previous
steps.
Shitsuke Practices
 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.
 UNIT 2

LESSON 1: CHECKING THE REQUIREMENTS OF THE UPCOMING SERVICE SESSION

The goal of a food and beverage service staff is to provide efficient and well-delivered food and
beverage service to the guests.

TOPIC 1: UNDERSTANDING THE UPCOMING SERVICE SESSION

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
Check for important information such as:
- Number and type of guest
- Name of guest and organization
- If there will be a private event or not
- Customer’s arrival time
- Special requests and needs of guest

2. Consider the anticipated trade

Look at how much walk-in are expected to arrive. This may be influence by the following factors
- Past information such as the trend of walk-in guest
- Events or local attractions located close to the premises
- Weather
- Hotel occupancy
- Advertising and promotional steps undertaken such as:
 Media and newspaper
 Website
 Social met working sites and others

3. Arrival and treatment of VIP’s

VIP’ can be anyone from royalties, celebrities, executives, or guest staying at executive suites. Knowing
a VIP guest will arrive affects the following aspect of service:
- Level and standard of service
- The necessity of the private area
- Specialized dishes
- Additional staff

4. Check for special protocols or plans for the upcoming service

Most establishment have a set of guidelines and activities called service protocols. These guidelines are
intended to undertaken for regular operations and anticipated special situations. However, there are
times when the establishment have to observe another service protocols to cater the needs and
preferences of the guest such as:
 - changing the style of service
- menus
- and promotional approaches according to the event theme.

5. Limitations for service

There is a range of limitations that can an impact on the upcoming session. These service limitations
may include any of the following situations:
- Repairs to equipment or sections of the establishment
- Staff limitations
- Equipment limitations

TOPIC 2: CHECKING THE MENU FOR THE UPCOMING SERVICE SESSION

Menu
- Is a list detailing the food and beverage items that the establishment offers. It is designed
based on what the establishment sees as the needs of its guests as well as its organizational
objectives.
- The word menu is derived from the Latin “minutus” which means something made small.
The word is translated into French as “bill of fare” or the selection of food.
Type of Menu
o Basic type of Menu
- Ala carte
Is a Fench phrase which means “according to the card” of the “customer’s order”. In this
type of menu, each item has a separate price.
- Table d’hotel / Set menu
Translated as “table of the host”, this is type of menu consists of set of courses with a
fixed price. This menu offers a complete meal with choices at a fixed price.

o Other types of Menu

- Carte Du Jour
Offers special items for a particular day
- Children’s Menu
Consists of items which can be offered to children
- Beverage Menu
Details the different wine and other beverages the establishments offers.
- Table Tent
Characterized by a folded card standing on the table containing advertisement on food,
beverage, entertainment or other services that may catch the interest of guests.
- Door Knob Menu
Consists food items available for noon service with the rates indicated to the food item
 - Banquet Menu
Set in accordance with an event or occasion. This menu has a fixed price decided
beforehand.

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 the
monitoring the cleanliness during operation hours to the food and beverage staff. The following are the
restaurants areas that must be kept clean:
 Tables and chairs
 Pictures and other ornaments
 Light fixtures and door knobs
 Indoor plants and pots
 Glass window, panels and doors
 Carpeted and tiled floor
 Hostess stand
 Menu display stands
 Buffet line and bar

Food and beverage services is not limited only in the dining area. It also happens in other areas in
the establishment which when left untidy will leave a negative impression to the guests. Aside from the
dining area, here are the other parts of the restaurant that you need to look into before the service
even starts.
1. Waiting area
- The waiting area is usually the first thing that the guest see. This can be a foyer, a bar, or a
row of seats. To make sure that the waiting area is ready for service:
 Keep it clean and tidy at all times
 Provide seats enough for every guests
 Offer reading materials
 Make sure that the waiting area has a nice and pleasant view.
2. Toilets
- There is nothing more disappointing to guests than a messy, smelly and unpleasant
restroom. To ensure that the restroom will stay pleasant to the guests:
 Provide hand soaps and refill container when empty
 Keep lavatory sinks dry and free from soap residue and used tissue paper
 Stock toilet cubicle with enough amount of toilet paper
 Make sure that toilet bowls and seat are kept clean at all times
 Make sure that urinals are in good working condition and well supplied with
deodorant blocks.
 Stock hand towel dispensers
 Keep hand dryers clean and functioning well
  Empty waste bins
 Keep the floor dry and free from debris and maintain a clean and hygienic smell.

3. Smoking areas
- Most establishments discourage smoking in their premises. However, with those with
designated area it can be kept clean by:
 Performing spot checks or cleaning regularly
 Placing bins for disposal of cigarette butts in designated areas
4. Public areas
- External areas include areas outside the restaurant premises such as walkways, garden and
carparks. To maintain the cleanliness in these public areas, observe the following:
 Sweep the area or use hose to wash-off dirt
 Pick up litter
 Collect any food service items that guests may have taken outside
5. Waiter’s station
- Intended to assist you in the performance of your duties. Contain items that are usually
required by the guests such as tableware, copy of the menu, table napkins and condiments.
 Supplies are enough for the upcoming service
 Containers of condiments are wiped clean and
 All tableware is clean and ready for use

LESSON 2: SETTING UP THE DINNING AREA

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 a food and beverage staff. It should be set up properly depending on the existing
policy or the requirements of the upcoming session.

TOPIC 1: SETTING UP THE FURNITURE AND F7B SERVICE EQUIPMENT

Setting up the furniture and F&B equipment t 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 establishment is made permanent. However, several instances will
require you to prepare additional arrangements for special occasions such as setting up the buffet
table and the promotional devices. Doing so requires you to be familiar with the floor plan. A floor plan
shows the manner in which tables are arranged in the restaurant area.
The following are also common factors that should be considered when setting up additional
service equipment:
1. Shape and design of the room
 2. Immovable objects (staircase, wiater’s stations)
3. Shape 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 furniture

The cleanliness of the tables and chairs and the comfort of sitting in the dinning area has a huge
effect on the overall dining experience. Dinning room furniture must be well-maintained. The following
are some measure 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 sandpaper 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 provide by the manufacturer.
2. Items that are not clean, unsafe or are showing signs of malfunctions should be removed form the
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 style of clothing a table. External requirements such
as event theme and guest preference also affect the ways a table is clothed. Below are the types of linen udes
in the food and beverage service.
Table cloth Placemat
Table top Table silencer
Table napkin Waiter’s cloth
Table skirt Cocktail napkin
Table runner Wash cloth

Procedures of Laying the Tablecloth

1. Check if the 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 top cloth through the same procedure.

Tips in Clothing a Table

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

Skirting Tables
Table skirting styles
- Pleated - Diamond
- Scallop - Shirred pleated
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 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

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

Candle Napkin Fold

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

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

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

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.

Birds of paradise Napkin Fold

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 folding

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 7. Clean table napkins

2. Service trays 8. Bill folder
3. Condiments and single-use items 9. Clean cutlery
4. Clean crockery 10. Centerpieces
5. Water Pitcher 11. Fresh linen
6. Clean glassware
12.

GUIDELINES FOR PREPARING THE WAITER’S STATION

A waiter’s station should contain the items necessary in service such as the following:
1. Menu wine list 8. Bill folder and order slips and pens
2. All types of cutlery items or electronic order pads
3. Service plates, cups and saucers 9. Toothpicks
4. Napkins 10. Condiments
5. Service trays 11. Spare glassware
6. Salt and pepper shakers 12. Centerpieces
7. Sugar bowls 13. Water pitchers

When preparing the waiter’s station, you should keep in mind the following guidelines:
o Keep the waiter’s station tidy, orderly at all times.
o Observe the cleaning schedule when shelves drawers should be emptied and cleaned
o Inspect items when preparing the waiter’s station.
o Return soiled items to the wash-up area for cleaning.
o Take damaged items out of service.
o Follow the safety procedures and organizational policies when discarding damage items from
use such as proper recording of damage and discarded items.
o Check if the stocks and sufficient in their proper places
o Order new stocks before they ran out

TOPIC 4: PREPARING THE CUTLERY

The term cutlery refers to any hand-held tool used for eating re serving food. Also called
silverware or flatware, cutlery items include spoons, knives, forks, and tongs.
 Tips for Handling Cutlery
Cutlery items deliver the food from 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 under plate. 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 the 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.
TOPIC 6: PREPRING 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.

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 the ice coopers 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 then you can handle.
 Always handle the glass by the stem or the base.
 Handle stemmed glasses separately to avoid breakages.

TOPIC 7: SETTING UP TABLES

Setting up tables means placing the tablecloth, and the appropriate tableware and linen om the table.

A la Carte / Basic Table Setup

Table d’Hote cover setup
Is known having a set price for a meal including a certain number of courses. In this menu, the
table is present 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 the fish or
other items like escargot snails are on the menu, the appropriate dining utensils should be included
in the setup.

Standards in
Table Setting
The following
are the standards to
follow for a good
table setting:

 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.

 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.

 Eye Appeal
1. The whole setup should look presentable
2. Presidential and buffer for banquet table should be skirted for banquet events.
3. Appropriate color combinations should be observed.
4. Appropriate centerpiece should be used.

 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 left side.
3. Condiments should be at the center together with the centerpiece.
 4. Cutlery items should be arranged according to the sequence they are going to 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 line with policy and
requirements of the establishment. Most venues will have a standard policy regarding the following elements:
 Restaurant temperature
The dining area should not be too cold o too warm for the guests. The temperature outdoor
should be considered in setting the restaurant temperature. Some establishments make the
dining area cooler during the hot season and warmer during the cold season. However, some
implement a set of temperature all year-round. Therefore, when it is necessary to adjust the
temperature based on the guest’s preference, it should be done only when approved by the
supervisor.
 Lighting
The lighting of the establishment sets the mood. Therefore, the lighting should be adjusted
according to the time of day and style of the establishment. However, the lighting should be
checked for busted and flickering lights.
 Music
The type of music played must be in accordance with the policies of the establishment, or
depending on themes and special events. Some establishment use fast and quick-sounding
music to encourage the guests to eat quicker to increase the set turnover. However, the
volume of music should be well-modulated in order not to disturb the guests. The music should
only be played in the background and should create a calming atmosphere for diners.
 Table decorations and floor display
Help to achieve the desired atmosphere of the establishment. Decorations can be any items
place on the ceiling or tables to set the over-all look of the establishment.
 Hygiene and Sanitation.
When setting up the environment before the start of the service, it should be made sure that
every corner of the restaurants is checked for pests and dirt. Make sure that the restaurant is
free from bad odor before the guest arrive. It might be necessary to turn the air conditioning
unit so that you will remove the stale air. In some cases establishment use air freshener to
remove the foul smell.
LESSON 3: PROCESSING INCOMING RESERVATIONS
A reservation is an arrangement in advance to have a table available at a particular time. Guests can
make reservation 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 reservations

The following steps are carried out in taking table reservation:
6. Answer the phone call promptly. Using the proper telephone etiquette, introduce yourself and
ask for the name of the caller.
7. 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 the person who will be checking in
o The contact information of the person checking in the person making the reservation
o Other special requirements
If the caller is making the reservation for another person, ask for the name
and the contact information of the guest who will be checking in and the
person making the reservation.
Record the details of the reservation on the reservation log
8. Recap the details of the reservation to the caller
9. Conclude the call properly.
10. Follow up the confirm reservation
It is vital to confirm or follow up all the reservations to make sure that the limited space can be
used in the mist profitable manner. Following up a reservation is usually done the day before or on
the morning of expected arrival of the guests.

Impotence of following up the table reservation

 Gives the guest the impression that you value their patronage
 Ensures that guests who have made a reservation will have a allotted spece 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 charges 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
  Informing the waitstaff of the tables under their responsibility or reservation details and
requests
 Informing the kitchen staff of any requests
 Follow up other staff on any requests such as birthday cake.
 Notifying the 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.

UNIT 3: RECEIVING AND RESOLVING GUEST COMPLAITS

LESSON 1: DEALING WITH COMPLAINTS

Complaints arise when the needs, wants or wishes, and expectations of the guests are not satisfied.
Complaints commonly arise in very establishment. While some night 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:
 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 in Handling Guests Complaints

 Do not argue with the guests

 Let the guests feel that you are taking the matters seriously
 Be objective, courteous and discreet
 Stay calm and positive. View the situation as a 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 complaints.
 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 guests.
 Tips in handling Alcohol-related Complaints

Topic 2: Referring Complaints

Guest complaints vary. There are complaints which you can resolve in you 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 complaints is referred to appropriate persons when:
o The complaint involves serious matters such as death, assault and theft.
o Mastery of a skill, knowledge or equipment is required as evidence such as financial statement,
bank records and security surveillance equipment.
o When the situation is causing discretion in operation and discomfort to the other guests.
o When there is a threat to your safety and the well-being of others.

Guidelines for Referring Complaints

Topic 3: Recording
Details of Complaints
Benefit of Recording Details of the Complaints
 Every establishment should have records of guest complaints. The following are the benefits of
recording complaints:
 Establishes a clear records of facts relating to 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 case 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 orders of the events.
 Summary of discussions
 Persons involved
 Evidence collected
 The subject of the complaint (staff, service, menu items)
 Recommendations or actions that were taken.

UNIT 4: PREFORMING END OF SHIFT ACTIVITIES

Lesson 1: Replenishing and Requisitioning items
 Before shifts change, contain measures should be undertaken in order to make sure that efficient
service continues afterward. Replenishing and requisitioning items for the incoming shifts 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 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 stockroom. Requisitioning is done when the
number of supplies is below established par stocks. Example of items that are requisitioned include:
 Condiments  Cash register rolls
 Pads and pens  Take away boxes or containers
 Glasses  Paper napkins
 Cutlery and crockery items  Cleaning products
 Linen

Filling up the Requisition Form

Lesson 2: Providing Handover

A handover is an activity where the first shift endorses unfinished functions of an establishment such as guest
service and other instructions for the upcoming shift.

Topic 1: Steps in Providing Handover

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:
o 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.
o Consumable items such as paper napkins, straws and toothpicks should be re-stocked and
stored properly.
o Make sure that there is enough change fund in the register for the next service session.

During Handover
o Status of the orders and service
o Availability of products and supplies.
o The “86” items or out of stock menu items.
o Any guest complaints both resolved and unresolved.
o Any relevant information about specific machine and equipment.
o Details regarding the stocking of tables, utensils and other service wares.
o Information on financial transactions such as:
1. Guests who have already paid
2. Guests or tables whose deposits have been received
3. Guest 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 yet paid
7. Status of every account in the service area.