*

Food and Beverage Service NCII Page 1

 Introduction
Technology and Livelihood Education (TLE) is one of the nomenclatures in the implementation
of the K to 12 Basic Education Program (BEP) composed of four components; namely, Agri-Fishery
Arts, Home Economics, Industrial Arts and Information and Communication Technology. In this
module, the focus is on Home Economics course – Food and Beverage Service.

In this course, varied and relevant activities and opportunities are provided to demonstrate
your understanding of concepts and core competencies as prescribed in TESDA Training Regulation
in Food and Beverage Service and provides quality foods and services to target clients. This will also
be a venue for you to assess yourself and identify aspects of business that you need to strengthen
and safeguard before you become a part of the workforce.

Today in the world of work, the number of available jobs is scarce and the Department of
Education is revitalizing its resources to lead the young minds and to prepare them skillfully as future
Food Attendant. It is in honing the skills that learners can assure to have an edge of surviving the
daily needs of oneself and of others. It seeks to provide the learners with the knowledge, attitude,
values and skills in the field of Food and Beverage Service.

This module is specifically crafted to focus on the different activities that will assess your
level in terms of skills and knowledge with the expectation to demonstrate through the learning
materials. Learning procedures are divided into different sections - What to Know, What to Process,
What to Reflect and Understand, and What to Transfer. Read and answer the suggested tasks and
accomplish them to practice developing a sustainable program, prioritizing needs and building a
vision. It covers the different Learning Outcomes namely:

• PERSONAL ENTREPRENEURIAL COMPETENCIES – PECs

• BUSINESS ENVIRONMENT AND MARKET (EM)
• PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE (AS)
• WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS (GO)
• PROMOTE FOOD AND BEVERAGE PRODUCTS (PP)
• PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS (SG)
• PROVIDE ROOM SERVICE (RS)
• RECEIVE AND HANDLE GUEST CONCERNS (GC)

So, explore and experience the K to 12 TLE module in food and beverage service and be a
step closer to a successful Food Attendant which is equally applicable to boys and girls.

After finishing all the activities in this module,

expect job opportunities and experience to set
up a business enterprise which will generate
jobs for others.

Food and Beverage Service NCII Page 2

 CONTENT STANDARD

The learner demonstrates understanding of core concepts and theories in food and beverage
service lessons.

PERFORMANCE STANDARD

The learner independently demonstrates core competencies in food and beverage service as
prescribed in the TESDA Training Regulation.

OBJECTIVES

At the end of this module, you are expected to:

1. Recognize the Personal and Entrepreneurial characteristics (PECS);

2. Identify job opportunities through customers’ needs and wants and/market analysis;
3. Prepare the dining room/restaurant area for service;
4. Welcome guests and take food and beverage orders;
5. Promote food and beverage products;
6. Provide food and beverage services to guests
7. Provide room service; and
8. Receive and handle guest concerns

CONCEPT REVIEW

At the start of your journey in learning Food and Beverage Service, the Personal
Entrepreneurial Competencies and entrepreneurial mind sets were introduced. In this concept
review, you will be reminded of these lessons and you get to assess whether or not you have
the competencies found among entrepreneurs. In addition, a brief lesson on the Business
Environment and Idea Generation is provided to help contextualize how your skills might be
useful for an entrepreneurial venture. Read on to find out!

Food and Beverage Service NCII Page 3

 How Do You Use The Module?

To get the most out of every module, you need to do the following:

1. Begin by reading and understanding the Content and Performance

Standards and Learning Objectives. These will tell you what you should
know and be able to do at the end of each module.

2. Answer the pre-assessment before you proceed to the different

activities. The pre-assessment determines how much you know about
the lessons and identifies the areas where you need to learn more. Your
teacher will check and analyze your score to determine your learning
needs.

1. This module contains relevant information and activities. Go over each activity carefully.
Start with the Information Sheets. An Information Sheet contains important notes or basic
information. This will ensure your mastery of basic information needed in each module.If
you encounter difficulties, do not hesitate to consult your teacher for assistance. Do not
skip any topic unless you are told to do so. REMEMBER that each successful completion
of each activity prepares you for succeeding activities.

2. After every lesson or learning outcome, answer the self-check exercise and accomplish the
given activities to enrich your knowledge, skills and understanding.

3. Demonstrate what you have learned by doing what the Activity/Operation/Job Sheet directs
you to do.

4. Upon successful completion of the modules, answer the post-assessment to be given by

your teacher. Your score will be analyzed and will used by your teacher for the computation
of your grades. More importantly, the post-assessments provide you information on how
much you have progressed on the course.

5. You must be able to apply what you have learned in another activity or in real life situation.

6. Accomplish the Scoring Rubrics for you to know how well you performed. The learning
material also provides you with references and definition of key terms for your guidance.
They can be of great help. Use them fully.

You need to complete this course Food and Beverage Services to take the assessment for Food
and Beverage Services NC II.

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 QUARTER 1 OVERVIEW

The first quarter contains the preliminaries of this specialization course that includes the core
concepts in food and beverage services, the relevance of the course and exploration of career
opportunities as a Food Attendant or Chef de rang; the personal entrepreneurial competencies
(PECs) and entrepreneurship related to food and beverage services; the environment and market
(EM) that enable learners to identify job opportunities through customers’ needs and wants and
market analysis; and the lesson on the different preparations done in the dining room and
restaurant area prior to actual service - this starts from taking table reservations up to the physical
set-up of the dining area and service stations. These will set the mood and ambience of the
restaurant as well as ensure that the actual service will go smoothly.
This chapter also helps students understand what transpires before the actual
restaurant service. It also teaches them to value the need to learn different skills in preparing the
dining room area.

Food and Beverage Service NCII Page 5

 QUARTER 1

PRELIMINARIES

Introduction to Food and Beverage Services

Content Standard Performance Standard

1. The learner independently
demonstrates competencies in food
The learner demonstrates understanding of and beverage services as prescribed
the basic concepts and underlying theories in in the TESDA Training Regulations.
food and beverage services 2. The learner demonstrates knowledge
and skills in food and beverage service
related to its concepts, job
opportunities, future career preparation
and market demand.

Time Allotment: 4 hours

INTRODUCTION
This lesson covers the preliminaries of this specialization course: core concepts
in food and beverage services, the relevance of the course and exploration of career
opportunities as a Food Attendant or Chef de rang.

OBJECTIVES
After completing this module, you should be able to:
1. explain concepts in food and beverage services;
2. discuss the relevance of the course; and
3. explore career opportunities in food and beverage services

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 PRE-ASSESSMENT

Direction: Read the questions carefully and write the letter of the correct
answer in your activity notebook.

1. They offer coffee, snacks and often light meals to supper items?

a. fine dining restaurants c. coffee shops

b. casual dining restaurants d. fast food restaurants

2. __________ oversees food and beverage operations in all outlets

a. receptionist b. waiter c. supervisor d. manager

3. __________ connection between different service area

a. liaises b. room number c. desired service time d. orders

4.. __________ dining room helper and runner

a. receptionist b. buss boy c. bartender d. captain
5. __________ prepares and serves drinks of the guest
a. receptionist b. buss boy c. bartender d. captain
6. __________ connection between different service area
a. liaises b. room number c. desired service time d. orders
7. __________ best tip of the waiter
a. attitude b. gratitude c. money d. foods
8. __________ the range of food items serve in the establishments
a. dessert b. salad c. menu d. appetizer
9.Which of the following will you explain to the customer in upselling an appetizer?.
a. its ingredients and preparation c. its taste
b. The method of cooking d. its color
10.Which of the following will not help you in upselling products?
a. Taste menu items c) give vivid descriptions
b. Study the menu d) mention the ingredients

Food and Beverage Service NCII Page 7

 INFORMATION SHEET 1.1
History of Foodservice Operations

Hospitality is probably the most diverse but specialized industry

in the world. It is certainly one of the largest, employing millions of people in a bewildering array
of jobs around the globe. Sectors ranges from the glamorous five-star resort to the less
fashionable, but arguably more specialized, institutional areas such as hospitals, industrial outfits,
schools and colleges. Yet of these many different sectors, foodservice has to be the most
challenging. Whatever the size of the foodservice operation, the variety of opportunities available
is endless. “The sky is the limit with foodservice”.

From the street vendors, and caterers of ancient Rome to the modern foodservice
industry, foodservice skills have traditionally been taught through apprenticeship. Many colleges
offer foodservice management programs, but 66% of people currently working as servers and
managers hold a high school diploma or less and were trained on the job. Sweeping changes in
how food is shipped, stored and prepared mean that foodservice managers need to use the
newest technological resources and to balance cost-cutting and effective food storage with the
public demand for fresher food with fewer additives and preservatives.

But where did it all began, this word restaurant and its etymology?

This word was said to be credited to the famous Monsieur Boulanger, the father of
the modern restaurant, who sold soup at his all-night tavern on the Rue Bailleul. He called these
soup restorantes (restoratives), which is the origin of the word restaurant. The term restaurant
(from the French restaurer, to restore) first appeared in 16th century, meaning “a food which
restores”, and referred specifically to a rich, high flavoured soup. However, Boulanger was hardly
content to let his culinary repertoire rest there. In 1767, he challenged the traiteurs monopoly by
creating soup of sheep’s feet in white sauce. The traiteurs guild sued, and the case went to the
French Parliament. Boulanger won, and soon his restaurant, Le Champ d’ Oiseau, was restoring
hundreds of hungry patrons with its succulent, well-prepared dishes.

In 1782, the Grand Tavern de Londres, a true restaurant, opened the Rue de
Richelieu. Three years later, Aux Trois Fveres Provencaux opened near the Palais-Royal. The
French Revolution in 1794 literally caused heads to roll - so much so that the chefs to the former
nobility suddenly had no employment. Some stayed in France to open restaurants and some
went to other parts of Europe; many crossed the Atlantic to America, especially to New Orleans,
the only truly French corner of the New World. Almost all, went into the restaurant business.

Restaurants then spread rapidly across the world, with the first in the United States
(Jullien’s Restarator) opening in Boston in 1794. The oldest restaurant with contiguous operation
in the United States, Union Oyster House is also in Boston and has been opened since 1826.
Most restaurants continued on the standard approach of providing a shared meal on the table to
which customers would then help themselves (service a la francaise, commonly called “family
style” restaurants), something which encouraged them to eat rather quickly.

Other options of foodservice operations also emerged in different parts of the

continent; some were left behind but eventually it was discovered:

• Mr. Joseph Horn and Mr. Frank Hardart launched their restaurant empire in 1888 in a tiny
15 stool lunchroom in central Philadelphia with $1,000 borrowed from a family member
and a recipe for coffee. This was the first automat.
• While most Americans think of fast food in terms of modern chain restaurants, food
historians like to remind us the first “fast food” restaurants were thermopolium, operated
by Ancient Romans. According to John Mariani, American food historian, the phrase “fast

Food and Beverage Service NCII Page 8

 food” was first coined by George G. Foster in 1848. It did not become popular, however,
until the 1960s when chain restaurants proliferated.
• According to the food historians, bistros are offshoots of cafes. The menu is generally the
same. The difference? Bistros (Russian for quick) are quick service; cafes are more
leisurely establishments.
• According to the current edition of Larousse Gastronomique (p.194 -195), the first cafes
(defined generally as places selling drinks and snacks) was established in Constantinople
in 1550. It was a coffee house, hence the word “cafe”.
• J. Williard Marriott was one of the earliest in flight caterers as a result of innovative actions
by William Kahrl, the manager of a new Marriott Hot Shoppe across the road from
Washington’s Hoover Airport (now Washington National Airport) in the late 1930s.
• Alongside the railroad station, sometimes part of it, the Harvey House made its
appearance – the first one in 1876, at Topeka. Soon there was one at every larger
railroad stop. Harvey employed pretty, polite, white-aproned and very competent
waitresses, who lived in the premises. This was the first railroad operation.
• Salad bars first appeared in the late 1960s in mid-rise restaurants like Steak and Brew,
featuring bon fide salad fixings to keep customers busy and happy until the real food
came.
• Americans had developed a great appetite for beef by the turn of the century, and after
Detroit meat-packer G.H. Hammond brought out the refrigerated railway car in 1871,
chilled carcasses became readily available in the East, though fresh beef was still not
common in the outer reaches of the western frontier. Hence, the first steakhouses.

Below are some of our well-loved restaurants and their developers:

ESTABLISHMENT DEVELOPER / PIONEER YEAR OPENED

A&W Roy Allen and Frank Wright 1919
Dairy Queen Thomas Carvel 1934
Mc Donald’s Mo and Dick McDonald 1940
Taco Bell Glen Bell 1962
KFC Harland Sanders 1930
Burger King David Edgerton and James McLamore 1955
Pizza Hut Dan and Frank Carney 1958
Dunkin’ Donuts William Rosenburg 1950
TGI Friday’s Allan Stillman 1965
Wendy’s Dave Thomas 1969
Red Lobster Bill Darden 1968

In the Philippines, food service became a major breakthrough through the influences of
other countries. Notable restaurants in the Philippines also have humble beginnings:

Tony Tan Caktiong and his family opened a

Magnolia Ice Cream Parlor from Bankerohan,
Davao City to Cubao in 1975 with Jollibee as the
original name. From the humble ice cream parlor,
Jollibee has become one of the biggest fast food
chains in the world with 1,655 stores worldwide
and total sales of more than US$1 Billion. As of
March 2008, JFC has 1466 stores in the
Philippines namely, Jollibee (627), Chowking
(377), Greenwich Pizza (236), Red Ribbon
Bakeshop (194) and Manong Pepe’s (4).

Food and Beverage Service NCII Page 9

 After some long decision making on what type of
business to engage in, Kenneth Sytin and his
brothers opted to enter the restaurant industry.
This lead to the creation of Congo Grille in 1999.
That year, the businesss had as many as 13,0000
customers a month and was dubbed “the fastest
growing grill in town”.

In 1945, after World War II, American occupation

troops stationed in Quezon City, Philippines were
befriended by Maximo Gimenez, a Stanford
University educated teacher. A few came to his
nearby house for a drink or two, until they
insisted that they pay for their drinks. This was
the start of what is the Max’s Restaurant today.

Gerry Apolinario had a way of enjoying delicious

food with friends and relatives. In this, he
dreamed of a place of such pleasant ambience
which he would share with them. After gathering
his folks for organizing, Gerry’s Grill was opened
on Valentines Day in 1997.

Dennis Nakpil and Dennis Mariano Jr. thought of creating a

restaurant that emphasizes certain Philippine traditions. Their
principle was “bringing the barrio into the metropolis”. Thus,
they opened one in Quezon City in 1991.They named it
Dencio’s. Dencio is a Philippine variant of Dennis,the name of
the two founders.

*view other resources on Economic Impact on Tourism (Hospitality Industry Knowledge and Basics)

Food and Beverage Service NCII Page 10

 Self-Check 1.1

1. Where did the word restaurant originated?

_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

2. Who are some of the people responsible in the introduction of the different restaurants
concepts?
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

3. What are the reason for success of some of the pioneers in the industry?
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

4. In the local setting, who contributed to the development of Philippines’ foodservice

industry?
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

Lesson-End Activity

Visit a restaurant in your community and find out the historical details and its significance to its
state of operations today.
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
________________________________

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 INFORMATION SHEET 1.2
Classification of Food and Beverage Service Facilities

As of today, food and beverage service facilities vary as

different concepts arise from food kiosks to luxurious fine dining facilities.
These facilities come in different forms and sizes which will be discussed below.
Food and beverage service facilities could be best described as a catering
establishment. A catering establishment is an organization that provides food and beverages to
its patrons or clientele. Basically, there are two types of catering establishments, the primary and
the secondary catering establishments.

Coffee Shop
Hotel Fast Food
Primary Catering Restaurants Restaurants
Establishments Outdoor Casual Dining
Catering Bars/Pub
Catering Establishment

Fine Dining

Airline Catering
Railway
Club Catering
Catering
Transport
Ship Catering
Catering
Surface
Secondary Catering Welfare Catering
Catering
Establishments Industrial Catering
Leisure-Linked
Catering

Figure 1. Types of Catering Establishments

PRIMARY CATERING FACILITIES. These types of establishments are primarily concerned with
the provision of food and beverage services. Their main purpose for existence is food and
beverage.

TYPES OF PRIMARY CATERING FACILITIES:

• Hotels – its main purpose is to provide accommodation. But alongside the need for
accommodation, is the need for the provision of food and beverages. Many foodservice
establishments can also be found within a hotel, (specially a five star). Some of these are
the coffee shops, room service, banquets, specialty restaurants, grill rooms and cocktail
bars.
• Restaurants – basically, this establishment is devoted to serve food and beverages only
although other concepts have also been introduced in the business itself.

Food and Beverage Service NCII Page 12

 • Coffee Shops – they offer coffee, snacks and often light meals to supper items. They
require fast service for the fast turnover of their guests
• Fast Food Restaurants – it is also called quick service restaurants. It caters to people on
the go (or working) requiring fast, economical and portable foods.
• Casual Dining Restaurants – it is also called bistros, appearance and atmosphere. It
provides an environment for casual dining where foods are served with waited table
service.
• Bars and Pubs – these establishments are geared to provide service of all types of
alcohol with an emphasis on draught beer and good music.
• Fine Dining Restaurants – these types of establishments require highly-skilled
employees for the superb service they offer, gearing up on ambiance, service and
excellent foodservice.
• Outdoor Catering – this is also called off-premise catering, which means catering to a
large number of people at a venue of their choice, usually not within the establishment’s
premises.

SECONDARY CATERING FACILITIES. In this type, the provision of food and beverages is part
of another business, so basically this is an allied or support system of the business itself.

TYPES OF SECONDARY CATERING FACILITIES:

• Club Catering – this refers to the provision of food and beverages to a restricted clientele
(club members).
• Transport Catering - this refers to the provision of food and beverages to passengers,
before, during and after a journey on different transport vehicles.
• Airline Catering – it caters to airline passengers on flights
• Railway Catering – it caters to railway passengers on trains
• Ship Catering – caters to passengers travelling on sea
• Surface Catering – it caters to passengers travelling by surface transport such as buses
and private vehicles
• Welfare Catering – provides food and beverages to people to fulfil a social need,
determined by a recognized authority.
• Industrial Catering - provides food and beverages to people at work, in industries and
factories at highly subsidized rates.
• Leisure-Linked Catering - provides food and beverages to people engaged in leisure.

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 PROCESS

Self-Check 1.2

1. What is a catering establishment?

_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

2. What are the types of catering establishment?

_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

3. What are the differences between the catering establishments?

_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

4. How are these catering establishments significant in choosing a place for dining?
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

Lesson-End Activity

1. Dine in at least three (3) different forms of catering establishments and evaluate each
establishment according to the following criteria of their differences:

➢ FOOD QUALITY
_____________________________________________________________________________
_____________________________________________________________________________
➢ AMBIANCE
_____________________________________________________________________________
_____________________________________________________________________________
➢ FOOD SERVICE
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

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 INFORMATION SHEET 1.3
ATTRIBUTES OF FOOD AND BEVERAGE SERVICE PERSONNEL

Customers judge the restaurant, bar or hotel not only for the quality
of food and facilities, but also by the kind of people who serve them. The
service personnel reflect the image of the company. They must therefore carry themselves in a
professional manner to make a good impression.
Professionalism is a quality that is projected in terms of:

• Physical Projection – appearance, poise, posture and body language

• Verbal Projection – quality of speech, diplomacy and tact in the words and expression
used, including tone, volume and non-verbal projections
• Conduct and Behavior – practice of basic courtesy, tolerance for difficult guests and
customers, compliance to service standards

Physical Projection
• It is advisable to require employees to wear uniform
• Always carry a pleasant smile and positive disposition so that the others will feel more
comfortable and at ease with you

Verbal Projection
• Speak with clarity. Check if you are understood whenever sending a message
• Speak in audible, relaxed and natural manner, maintain conversational tone and volume
• Observe right speed, not too fast, not too slow
• Make it a habit to use magic words like “May I”, “Do you mind?”, “Please” and “I’m sorry”.
• Be honest and accurate in giving information. Do not bluff.

Specifically, a waiter/food server should also consider the following points in serving a guest:

➢ Dress

The waiter, in turn, is responsible for keeping his uniform in good condition, having it
cleaned and serviced for any repairs. The uniform should be tailored properly, conforming
to the other uniforms worn in the dining room, in quality, as well as style, and be in the
general tradition of the dining room service. Shoes must be shined, shirts starched, collar
unfrayed, socks cleaned and matching, and so on. No personal jewelry should be worn in
the dining room with the exception of a plain wedding band and a simple wrist watch.

➢ Grooming

Individuals in food and beverage service cannot appear any more extreme in their
personal grooming than the most conservative of their guests. A waiter who acts
contrarily is, in effect making a management decision on what clientele the operation
should attract. Female employees have more latitude, but their hairstyle should be
generally simple, easy to care for and easy to clean.

➢ Personal Hygiene

Food and beverage personnel are clean and look clean. Hands and nails which are close
to the guest’s food have to be absolutely spotless. If they are stained by nicotine from
smoking, the stains should be removed by lemon juice and the underside if the nails
whitened with cosmetic pencil. Long nails are unacceptable, as they look bizarre and
require almost constant cleaning. Perfumes, strong after-shave lotions, and strong
smelling hair oils should not be used. Teeth should be presentable and clean and the

Food and Beverage Service NCII Page 15

 breath sweet-smelling. Only regular professional care and several daily brushings will
guarantee the waiter against offending the customers.

In addition to these more apparent aspects of personal hygiene, food service personnel
also assure the health of the guest by washing hands after using sanitary facilities and by
treating and covering cuts, wounds and sores with water proof flesh-colored or neutral-
color bandages. In the dining room, personnel should be also careful to avoid sneezing,
or excessive nose blowing in front of the guests and should, in general, avoid touching
face, facial blemishes, hair and underclothing in the guest’s sight.

➢ Etiquette

General politeness and amiability are obviously expected of food and beverage personnel.
All remarks such as “thank you” and “good morning” should include the guest’s name,
title, or the word “sir” or “madam”. When addressing persons with titles, for example, in
a luxury hotel or at a banquet, the general rule is to use the title or the form politest in
greeting. For example, an ambassador is referred to as “your Excellency” when greeting
him; “good evening, your Excellency”. After that he is referred to as “sir”. An
archbishop, duke or duchess merits an initial “your Grace” while other titled individuals,
with the exception of royalty (“Your Royal Highness”) are addressed initially as “Your
Lordship”. A cardinal is addressed as “Your Eminence”. All others including knights
(Sir ___), judges, military officers, priests are addressed as “Sir” not as “judge” or
“captain.”

In formal dining rooms, it is also polite to refer to the guest in the third person, although
this is not necessary. “Would you like another cocktail, sir?” is appropriate as “Would
the gentleman like another cocktail?”

➢ In the Dining Room

While waiting for the dinner and even while eating, customers notice dining room
personnel. They make no complaints about many things that they observe and do not
like.

➢ Unpleasant Habits

• Yawning
• Grouping
• Mannerisms like nail biting, cross arms and lip biting
• Using sign language with unwanted facial expressions
• Shouting, giggling and horse playing
• Daydreaming
• Putting hands on pockets
• Leaning on walls, tables and chairs
• Staring look
• Chewing gum
• Demand for tip
• Counting tip in view of customers
• Bluffing customers
• Reading newspapers or magazines
• Use of rude or insulting language
• Leaving one’s station longer than necessary

*view other resources on Hygiene, Safety and Sanitation in the Restaurant Organization

Food and Beverage Service NCII Page 16

 Self-Check 1.3

1. What is professionalism and how it is projected?

_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

2. How important is professionalism in the dining room and in the restaurant as a whole?
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

3. What are some of the unpleasant habits a dining room personnel should avoid?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
_______________

Lesson-End Activity

1. While eating in a restaurant, observe the attitude and personality of your waiter. Evaluate
if he has met the requirements to be a professional dining room personnel.

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

2. Perform Operation Sheet 1.3. Handwashing Techniques as a means of Practicing

Personal Hygiene and Good Grooming

Food and Beverage Service NCII Page 17

 OPERATION SHEET 1.3
Title: Handwashing techniques as a means of practicing hygiene and good
grooming
Performance Objective: Given tools, equipment and paraphernalia, you should be able to
wash hands according to its standard procedures

Supplies/Materials : Water, soap, brush, towels, tissue paper, sanitizer and alcohol
(70% ethanol)

Equipment : Faucet, Hot air dryer

Procedure: Follow the steps below

1. Use water as hot as the hands can comfortably stand (or use potable water)
2. Moisten hands, soap thoroughly and lather to elbow
3. Scrub thoroughly, using brush for nails, for 20 seconds
4. Rub hands together, using friction for 20 seconds
5. Rinse thoroughly under running water
6. Be careful not to touch anything that recontaminates the hands before returning
to work
7. Dry hands, using single service towels, tissue paper or hot air dryer
8. If necessary, use disinfectant to sanitize thoroughly with 30 ppm Cl or 70% ethanol

Precautions:
1. Use potable water
2. Check facilities if functioning properly
3. Take proper care in using the facilities
Assessment Method: Demonstration

Performance Criteria Checklist 1.3 Personal Hygiene and Grooming

Performance Criteria Checklist 1.3

Did the student/s… YES NO N/A

1. prepare the facilities as well as the materials and
check before using (washing)?
2. demonstrate the proper washing techniques?

Student’s Name______________________________ Date_______________

Comments/Suggestions:

Food and Beverage Service NCII Page 18

 INFORMATION SHEET 2.1

Relevance of the Course

The very reason of offering this learning module to you, learner, is to inform you of the
competencies necessary to know under food and beverage services. The learning competencies
incorporated are basic fundamental and are based on the hospitality industry standards, experts
from Department of Education (DepEd), Commission on Higher Education (CHED), Department
of Tourism (DOT), academic institutions and Technical Education and Skills Development
Authority (TESDA).

Supplementary to the objective of this course is to enrich and implement an industry

responsive and harmonized curricular and entrepreneurship-based short term training courses to
improve the technical and entrepreneurial skills towards enterprise development for you.

In support to this end, this module is intended for you as learning material to substantiate
properly the needed content for food and beverage services. To make it up-to-date and relevant,
the information and data are from current researches from journals, published and unpublished
theses and magazines that were collectively, collaborated, and complemented to assure that the
contents were correct and accurate.

*view other resources on Hospitality Industry

Self-Check 2.1

Direction. Write the correct terms associated with the following Acronyms
below. Write your answers in your activity notebook.
1. DepEd __________________________________________________________________
2. CHED __________________________________________________________________
3. TESDA __________________________________________________________________
4. DOT __________________________________________________________________
5. NC __________________________________________________________________

Food and Beverage Service NCII Page 19

 INFORMATION SHEET 3.1
Supervision and Organizational Hierarchy for Restaurant
Operations
(Career Opportunities)

Food and beverage services sector contributes a great deal to the

profits in hospitality industry. With the increase in importance of business meetings, a range of
personal and social events, a large number of customers visit catering establishments frequently.
The food and beverage professionals tirelessly work to intensify customers’ experience through
their service.

Basically, in foodservice operations today, the restaurant operate with different positions,
thereby defining different jobs for different people. Below is the structure of F&B Services
Department.

Structure of F&B Services Department

The F&B Services personnel are responsible to create the exact experience the guests
wish for. The department consists of the following positions –
➢ Food and Beverage Service Manager. In large operations, the Food and Beverage
Service Manager is usually responsible for the success of the food and beverage
operations from a business point of view. He or she will be responsible for such matters
as: compiling the menus (in liaison with kitchen), to make sure that the required profit
margins are achieved, purchasing food and beverage items and staff recruitment and
training.

➢ Assistant Food and Beverage Service Manager. The Assistant Food and Beverage
Service Manager is aware of and is tuned to all the work the F&B Services Manager
performs and carries out the same in the absence of his superior.

➢ Restaurant Manager. In operation where there are several bars and restaurants, each
restaurant may have its own manager responsible in the food and beverage. The
Restaurant Manager looks after the overall functioning of a restaurant. The responsibility
of this staff member include –

• Managing the functions in the dining room

• Ordering material
• Stock-taking or inventory checking
• Supervising, training, grooming and evaluating the subordinates
• Preparing reports of staff and sales

Food and Beverage Service NCII Page 20

 • Managing budgets
• Handling daily sales and coordinating with cashiers

➢ Room Service Manager. The Room Service Manager is responsible for –

• Selecting, training, encouraging and evaluating all junior employees
• Ensuring that cultural values and core standards of F&B department/establishment
are met
• Controlling labor expenses through staffing, budgeting and scheduling
• Handling guests complaints
• Providing special requests

➢ Banquet Manager. The Banquet Manager is responsible for –

• Setting service standard for banquets
• Forecasting and allocating budgets for various types of events such as
conferences, meetings, etc.
• Achieving food and beverage sales
• Controlling chinaware, cutlery, glassware, linen and equipment
• Handling decorations and guest complaints
• Providing special requests
• Purchasing required stock by following appropriate requisition procedures
• Following up each function by receiving guest feedback and submitting it to F&B
Manager
• Participating in departmental meetings
• Planning and pricing menu
• Training, grooming and development of staff underneath
➢ Bar Manager. The Bar Manager is responsible for –
• Forecasting the daily flow of customers
• Allocating right number of staff according to customer influx
• Managing and monitoring bar inventory from store to bar
• Tracking all types of drink sales
• Allocating cleaning and tendering tasks

➢ Food Safety Supervisor (FSS). A Food Safety Supervisor is a person who is trained to
recognize and prevent risks associated with food handling in an F&B Services business.
He holds an FSS certificate that needs to be no more than five years old. He is required
in an F&B Services business so that he can train and supervise other staff about safe
practices of handling foods.

➢ Head Waiter / Supervisor. He is responsible for all the service staff in the restaurant and
for seeing that all the preparation, service and clearing is efficiently carried out. In smaller
establishments, he or she may also be responsible for taking reservations and for treating
and seating guests.

➢ Station/Captain Waiter. He is responsible for the service of the station, or group of

tables. He or she takes the orders and carries out the service at the table of the station,
assist large establishment by less experienced and less knowledgeable staff.

➢ Waiter/Food Attendant. They perform duties such as plate’s service of dishes and the
service of sauces, sometimes assisted in the simplest tasks by a trainee.

➢ Commis/Busboy/Trainee. The assistant of the waiter in serving the guests.

Food and Beverage Service NCII Page 21

 ➢ Wine Waiter. He is responsible for the service of all alcoholic drinks to the tables. He or
she must, of course, have thorough knowledge of the wines.

➢ Receptionist. She is responsible to welcome and greet the customers at the entrance
and escorts them to their table.

➢ Bartender. He prepares/serves beverages according to prescribed standards.

➢ Barista. He is responsible for the service of coffee.

F&B Ancillary Departments

Food and Beverage department relies upon the support of the following departments –

➢ Kitchen Stewarding. The Kitchen Stewarding departmentstrives to ensure cleanliness,

preparedness and orderliness in the commercial kitchen so that the kitchen staff can work
efficiently. It also ensures that all the tools and utensils required for a specific meal or
cooking task are cleaned properly and are ready to go. The kitchen steward is a working
link between the F&B Services and the commercial kitchen.
➢ Dishwashing. The Dishwashing department is responsible for providing clean and dry
supply of glassware, chinaware and cutlery for bar, banquet, lounge and restaurant
service.
➢ Laundry. The F&B department is highly reliable on laundry department or outsourced
laundry services for timely supply of dry-cleaned and wrinkleless linen.
Typically, a sample organizational structure in a complete restaurant setup will be something like
this:

Waiter
Station Waiter
Waiter Wine Waiter
Food and Beverage Manager

Commis
Receptionist
Restaurant Bartender Waiter
Manager Head Station Waiter
Waiter Waiter Wine Waiter
Commis

Waiter
Station Waiter
Waiter Wine Waiter
Commis

Figure 2. F&B Services Organizational Structure

But in the classical service, there are only three members of the service team: the busser, the
server and the captain. Below are the outlined responsibilities:
➢ Busser – basically, the Busser is responsible for the following:
• The setup of the station
• Water, tea and coffee service
• Bread and butter service

Food and Beverage Service NCII Page 22

 • Clearing of soiled dishes, glassware and flatware from the tables
• Resetting of tables

Duties and Responsibilities:

• Clean, wipe and stock the sidestand before service with all supplies needed by the team
during service.
• Steam, clean and wipe silverware for the team.
• Arrange the tables in a proper position in station; arrange chairs in proper position 24
inches from the edge of the tables.
• Ensure the prompt, courteous service of all guests
• Serve ice water to guests on request.
• Refill low or empty water glasses automatically, without being requested to do so by either
the guest or the captain.
• Obtain bread and butter for guests at each table as soon as they are seated
• Ensure that the adequate ice water, hot coffee and hot tea are available on the station
during service.
• Bus cleans dirty tables, using the right hand and stacking the dishes on the left hand.
• Use a napkin to cover trays of dirty dishes, flatware and glassware being carried into the
kitchen, so that the customers do not see soiled china and glassware.
• Clear and reset tables as guests leave.
• Change table linens during service without baring the table.
• Crumb tables as required between courses.

➢ Server – servers are sales representatives. Servers are responsible for the complete
service of food and beverage, catering to all guest needs. Their job consists of three
major aspects:
• Represent the operation to the public
• Sell foods and beverages and the dining experience to the guests
• Deliver what they promised (service skills)

Duties and Responsibilities:

• Serve and clear food and beverages quietly and professionally in a timely manner, and
using proper serving and clearing techniques.
• Ensure the setting of proper silverware before the arrival of the food item requiring such
silverware.
• Enter food orders into the electronic point sale terminal and communicate special orders in
person to the kitchen.
• Obtain drinks (front server) and food (back server), assisting other members of the team.
• Maintain good grooming and personal hygiene.
• Communicate, cooperate and coordinate actions with the team members and all other
members of the front and back of the house to ensure professional customer service.
• Check for personal supplies:
Corkscrew
Retractable ballpoint pens
Table crumber
Note pad
Dupe pad

➢ Captain – as a leader of the team, the captain primarily responsible for ensuring that the
guests receive proper service, enjoy their meal and want to return. The captain achieves
this goal by providing guests with the highest possible standard in service.

Duties and Responsibilities:

• The captain must be personable, be a people person and be able to “read guests minds” –
being at the table before they even wave their hands to get attention.

Food and Beverage Service NCII Page 23

 • The captain must know the menu in detail – the ingredients, preparation, sauces and
garnishes – so as to be able to answer guest questions and sell the food better.
• The suggestive selling of items such as specials, wines, liquors and desserts is a prime
responsibility of the captain, increasing both check averages and tips.
• Another part of the captain’s job is to ensure an orderly and staggered seating of the
station so the team can properly serve all customers.

Captains are held responsible for the servicing of all guests in their station, and therefore they
must know where all team members are at all times, what they are supposed to be doing and
approximately how long each task would take.

*view other resources on FBS K to 12 Graduates and Job description of Service Personnel

Self-Check 3.1

1. Who composes the dining room team?

_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

2. What are the differences on the job positions of each personnel?

_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

3. In smaller establishments, who are the most important members that a dining room should
have?
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

4. What personal supplies are needed if you wish to be a successful dining room personnel?
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

UNDERSTAND

1. Why do you need to study food and beverage services?

__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

Food and Beverage Service NCII Page 24

 __________________________________________________________________________
___________________________________________________________

2. What are the things you want to learn from this module?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
___________________________________________________________

Lesson-End Activity

1. Interview the staff at a nearby restaurant in your area. Check the job responsibility of
each team member and reflect on how a job is done efficiently.
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
________________________________________________

2. Compare the organizational structure of a small restaurant and a full service restaurant.
Identify the job position which is not present at each other’s structure.
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_________________________________________.

Food and Beverage Service NCII Page 25

 POST-ASSESSMENT

Direction: Read the questions carefully and write the letter of the correct
answer in your activity notebook.

1. They offer coffee, snacks and often light meals to supper items?

a. fine dining restaurants c. coffee shops

b. casual dining restaurants d. fast food restaurants

2. __________ oversees food and beverage operations in all outlets

a. receptionist b. waiter c. supervisor d. manager

3. __________ connection between different service area

a. liaises b. room number c. desired service time d. orders

4.. __________ dining room helper and runner

a. receptionist b. buss boy c. bartender d. captain
5. __________ prepares and serves drinks of the guest
a. receptionist b. buss boy c. bartender d. captain
6. __________ connection between different service area
a. liaises b. room number c. desired service time d. orders
7. __________ best tip of the waiter
a. attitude b. gratitude c. money d. foods
8. __________ the range of food items serve in the establishments
a. dessert b. salad c. menu d. appetizer
9.Which of the following will you explain to the customer in upselling an appetizer?.
a. its ingredients and preparation c. its taste
b. The method of cooking d. its color
10.Which of the following will not help you in upselling products?
a. Taste menu items c) give vivid descriptions
c. Study the menu d) mention the ingredients

Food and Beverage Service NCII Page 26

 QUARTER 1
LEARNING OUTCOME 1

ASSESS PERSONAL ENTREPRENEURIAL

COMPETENCIES

Entrepreneur
An entrepreneur is comprehensively defined by Zimmerer & Scarborough (2005) as
someone who “creates a new business in the face of risk and uncertainty for the purpose
of achieving profit and growth by identifying significant opportunities and assembling
the necessary resources to capitalize on them” (p.3). They are the ones who act on their
business ideas.

Personal Entrepreneurial Competencies

There have been many studies to characterize “the entrepreneurial personality”;
although there is no isolated set of traits that guarantee success, there were identified
behaviours found common to most successful entrepreneurs. There is a well-known research
on human behaviour done by McClelland and McBer which identified 10 behavioural patterns
organized into three general clusters: the achievement, planning, and power clusters
(SERDEF, 2007; 1998). It was found out that these behaviours were also typical
entrepreneurial behaviours. The entrepreneurial qualities, more known as the Personal
Entrepreneurial Competencies (PECs) are as follows:

Achievement Cluster
• Opportunity seeking – Entrepreneurs have a good eye for spotting business
opportunities and acts on these opportunities appropriately.

• Persistence - Entrepreneurs do not easily give up in the face of obstacles. They will take
repeated or different actions to overcome the hurdles of business. This includes making
a personal sacrifice or extraordinary effort to complete a job.

• Commitment to work contract - Entrepreneur do their best to satisfy customers and to

deliver what is promised. They accept full responsibility for problems when completing
a job for customers.

Food and Beverage Service NCII Page 27

 • Risk-taking - Entrepreneur are known for taking calculated risks and doing tasks that
are moderately challenging.

• Demand for efficiency and quality - Entrepreneur see to it that the business meets or
exceeds existing standards of excellence and exerts efforts to improve past
performance and do things better. They set high but realistic standards.

Planning Cluster

• Goal setting - Entrepreneur knows how to set specific, measurable, attainable,

realistic, and time-bound (SMART) goals. It is easy for them to divide large goals into
short-term goals.
• Information seeking - Entrepreneur update themselves with new information about her
customers, the market, suppliers, and competitors. This is rooted to their innate sense
of curiosity.
• Systematic planning and monitoring - Entrepreneurs develop and use logical, step-by-
step plans to reach their goals. They monitor progress towards goals and to alter
strategies when necessary.

Power Cluster

• Persuasion and networking - Entrepreneurs know how to use the right strategies to
influence or persuade other people. They have naturally established a network of
people who they can turn to in order to achieve their objectives.
• Self-confidence - Entrepreneurs have a strong belief in themselves and their own
abilities. They have self-awareness and belief in their own ability to complete a difficult
task or meet a challenge.

Personal Entrepreneurial Competencies (PECs)

Content Standard Performance Standard
The learners demonstrate an understanding of The learners shall be able to prepare an
one’s PECs in food and beverage services activity plan that aligns with the PECs of a
practitioner/ entrepreneur in food and
beverage services

Time Allotment: 4 hours

Food and Beverage Service NCII Page 28

 INTRODUCTION

In this module you will learn more about entrepreneurship and the entrepreneurial
competencies related to Food and Beverage Services. You will have a first-hand experience in
educational activities leading to personal assessment of your entrepreneurial competencies and
assessment of entrepreneurial competencies of a successful Food Attendant within your
province. You will also have some activities to align your competencies with the competencies of
successful practitioners. Moreover, this module is designed to stimulate your mind to think about
entrepreneurship, its role in the business community in particular and to the economic and social
development in general.
Now, to start with this module, let us first understand entrepreneurs and
entrepreneurship.
Entrepreneurs are people with skills and capabilities to see and evaluate business
opportunities. They are individuals that can strategically identify products or services needed by
the community and deliver these at the right time and the right place.
Entrepreneurs are agents of economic change; they organize, manage and assume risks
of a business. Some of the good qualities of entrepreneurs are: opportunity-seeker, risk-taker,
goal-setter, excellent planner, confident problem-solver, hardworking, persistent and committed.
Entrepreneurship on the other hand is not just a simple business activity. It is a strategic
process of innovation and new venture creation. Basically, entrepreneurship is both an art and
science of converting business ideas into marketable products or services to improve the quality
of living.
Now that you have a little background knowledge about entrepreneur and
entrepreneurship, can you now walk through in assessing your Personal Entrepreneurial
Competencies (PECs)? Always remember that “Successful entrepreneurs continuously
develop and improve their PECs.”

OBJECTIVES

To begin with, let us first try to find out the competencies you will master after
finishing this module.
At the end of this module, you are expected to:
Assess ones Personal Entrepreneurial Competencies (PECs):
characteristics, attributes, lifestyles, skills and traits
2. Assess practitioner’s: characteristics, attributes, lifestyle, skills, traits
3. Compare one’s PECs with that of a practitioner /entrepreneur
1. 4. Align one’s PECs with that of a practitioner/ entrepreneur

Food and Beverage Service NCII Page 29

 Let’s do this!

Personal Entrepreneurial Competencies (PECs) Self-rating Questionnaire

Read each statement carefully and answer honestly based on how well it describes you.
There are five choices as follows: Please write the number you have selected on the space before
each statement. Some statements may be similar but no two are exactly alike. Please go through
each statement and answer the entire item.

5 = Always
4 = Usually
3 = Sometimes
2 = Rarely
1 = Never

Rating

________1. I look for things that need to be done.

________2. When I am faced with a difficult problem, I spend a lot of time trying to find a solution.

________3. I complete my work on time.

________4. It bothers me when things are not done very well.

________5. I prefer situations in which I can control the outcomes as much as possible.

Food and Beverage Service NCII Page 30

 ________6. I like to think about the future.

________7. When starting a new task or project, I gather a great deal of information before going
ahead.

________8. I plan a large project by breaking it down into smaller tasks.

________9. I get others to support my recommendations.

________10. I feel confident that I will succeed at whatever I try to do.

________11. No matter whom I’m talking to, I’m a good listener.

________12. I do things that need to be done before being asked to by others.

________13. I try several times to get people to do what I would like them to do.

________14. I keep the promises I make.

________15. My own work is better than that of other people work with.

________16. I don’t try something new without making sure I will succeed.

________17. It’s a waste of time to worry about what to do with your life.

________18. I seek the advice of people who know a lot about the tasks I am working on.

________19. I think about the advantages and disadvantages or different ways of accomplishing
things.

________20. I do not spend much time thinking how to influence others.

________21. I change my mind if others disagree strongly with me.

________22. I feel resentful when I don’t get my way.

________23. I like challenges and new opportunities.

________24. When something gets in the way of what I’m trying to do, I keep on trying to
accomplish what I want.

________25. I am happy to do someone else’s work if necessary to get the job done on time.

________26. It bothers me when my time is wasted.

________27. I weigh my chances of succeeding or failing before I decide to do something.

________28. The more specific I can be about what I want out of life, the more chances I have to
succeed.

________29. I take action without wasting time gathering information.

________30. I try to think of all the problems I may encounter and plan what to do if each problem
occurs.

________31. I get important people to help me accomplish my goals.

Food and Beverage Service NCII Page 31

 ________32. When trying something challenging, I feel confident that I will succeed.

________33. In the past, I have had failures.

________34. I prefer activities that I know well and with which I am comfortable.

________35. When faced with major difficulties, I quickly go on to other things.

________36. When I am doing a job for someone, I make a special effort to make sure that person
is happy with my work.

________37. I am never entirely happy with the way things are done; I always think there must be
a better way.

________38. I do things that are risky.

________39. I have a very clear plan for my life.

________40. When working on a project for someone, I ask many questions to be sure I understand
what that person wants.

________41. I deal with problems as they arise, rather than spend time trying to anticipate them.

________42. In order to reach my goals, I think of solutions that benefit.

________43. I do very good work.

________44. There have been occasions when I took advantage of someone.

________45. I try things that are very new and different from what I have done before.

________46. I try several ways to overcome things that get in the way of reaching my goals.

________47. My family and personal life are more important to me than work deadlines I set for
myself.

________48. I find ways to complete tasks faster at work and at home.

________49. I do things that others consider risky.

________50. I am as concerned about meeting my weekly goals as I am for my yearly goals.

________51. I go to several different sources to get information for tasks or projects.

________52. If one approach to a problem does not work, I think of another approach.

________53. I am able to get people who have strong opinions or ideas to change their minds.

________54. I stick with my decisions even if others disagree strongly with me.

________55. When I don’t know something, I don’t mind admitting it.

Food and Beverage Service NCII Page 32

 Please proceed to the next section where you may determine your score. The point
system will indicate whether you manifest strong tendencies or weak inclinations towards a
particular behaviour.

Source: Liberal, AE. E. (2007). Appraising and developing yourself for an entrepreneurial career. (Eds.) Maghirnf, T.,
Librando, P., Esguerra, D., & Recio, D. In Introduction to Entrepreneurship. Quezon City: Small Enterprises Research
and Development Foundation, Inc. in cooperation with UP-ISSI. pp: 41-43.

PEC’s Scoring Sheet

Please enter your ratings in the PECs scoring sheet. The number in parenthesis
corresponds to the questionnaire item number. Notice that the item numbers are listed
consecutively for each column. Perform the addition and subtraction as indicated in each row to
compute for each PEC.

Rating of Statements Score PECs

______+ ______+ ______- ______+ ______+ 6 = Opportunity
(1) (12) (23) (34) (45) Seeking

______+ ______+ ______- ______+ ______+ 6 Persistence

(2) (13) (24) (35) (46)

______+ ______+ ______ ______- ______+ 6 Commitment to

+
(3) (14) (25) (36) (47) Work Contract

______+ ______+ _____+ ______- ______+ 6 Demand for Efficiency

(4) (15) (26) (37) (48) & Quality

______- ______+ _____+ ______+ ______+ 6 Risk Taking

(5) (16) (27) (38) (49)

______- ______+ _____+ ______+ ______+ 6 Goal Setting

(6) (17) (28) (39) (50)

______+ ______- _____+ ______+ ______+ 6 Information Seeking

(7) (18) (29) (40) (51)

______+ ______+ ______- ______+ ______+ 6 Systematic Planning

(8) (19) (30) (41) (52) & Monitoring

______- ______+ _____+ ______+ ______+ 6 Persuasion &

(9) (20) (31) (42) (53) Networking

______- ______+ _____+ ______+ ______+ 6 Self Confidence

(10) (21) (32) (43) (54)

______- ______- ______- ______+ ______+ 18 Correction Factor

Food and Beverage Service NCII Page 33

 (11) (22) (33) (44) (55)

Source: Liberal, AE. E. (2007). Appraising and developing yourself for an entrepreneurial career. (Eds.) Maghirang, T.,
Librando, P., Esguerra, D., & Recio, D. In Introduction to Entrepreneurship. Quezon City: Small Enterprises Research and
Development Foundation, Inc. in cooperation with UP-ISSI. pp: 43-44.

The PECs Scoring Sheet with Correction Factor

The Correction Factor is used to provide a more accurate assessment of the PECs of
each respondent. If the total score of items 11, 22, 33, 44, and 55 is 20 or greater, then the total
score on the ten PECs must be corrected. Use the table below to determine the corrected score.
If the correction Subtract the following
factor is: number from each PECs
score:
24 or 25 7
22 or 23 5
20 or 21 3
19 or less 0

Correct each PECs score before using the Profile Sheet

Corrected Score Sheet
PEC’s Original Correction Corrected Score
Opportunity seeking __________ - __________ =
Persistence __________ - __________ =
Commitment to work contract __________ - __________ =
Demand for quality & efficiency __________ - __________ =
Risk taking __________ - __________ =
Goal setting __________ - __________ =
Information seeking __________ - __________ =
Systematic planning & monitoring __________ - __________ =
Persuasion & networking __________ - __________ =
Self-confidence __________ - __________ =
Corrected Total Score

Source: Liberal, AE. E. (2007). Appraising and developing yourself for an entrepreneurial career. (Eds.) Maghirang,
T., Librando, P., Esguerra, D., & Recio, D. In Introduction to Entrepreneurship. Quezon City: Small Enterprises Research
and Development Foundation, Inc. in cooperation with UP-ISSI. pp: 44-45.

Personal Entrepreneurial Competencies (PECs) Profile Sheet

Food and Beverage Service NCII Page 34

 Transfer the corrected PECs score to the profile sheet by marking an “X” at the appropriate
point on the horizontal line provided for each PEC category. After plotting your PECs score,
connect all the “Xs” with a heavy line.

SAMPLE PECs PROFILE

Opportunity seeking
Persistence
Commitment to work contract
Demand for quality & efficiency
Risk taking
Goal setting
Information seeking
Systematic planning & monitoring
Persuasion & networking
Self-confidence

0 5 10 15 20 25

Interpretation

A lower score means a ‘weak’ performance and a higher score translates to a ‘strong’
performance on a particular competency. A ‘weak’ performance should be regarded as a challenge
or an opportunity for improvement rather than a cause for worry. Improving a competency entails
enough determination, correct practice and strategies, and time for maturation.
Source: Liberal, AE. E. (2007). Appraising and developing.

Food and Beverage Service NCII Page 35

 LEARNING OUTCOME 2

UNDERSTAND BUSINESS ENVIRONMENT &

BUSINESS IDEAS

Business Environment and Market

The study of the business environment in a particular location has far-reaching and long-
term effects on a small or micro enterprise’s viability. In fact, business ideas and opportunities
are partly shaped or determined by the business location. Unless it is possible to migrate to
more favorable locations, the ideas and opportunities for business will oftentimes be delimited
to the surrounding areas.
The business environment consists of both the tangible and intangible factors that affect
either the external or internal business operations. They may include the land area available
for economic zones, the physical layout and barriers such as rivers, parks or lakes, and building
obstructions as well as the transportation network; all of which are considered tangible factors.
They also include the demography of clients and suppliers, the competitors in the locale/area
and the available technology for production. The intangible factors, on the other hand, include
the sub-culture, industry trends, economic and government activity or the political situations in
the area.

Natural & Physical

Environment

Living conditions,
Facilities, Barriers

YOUR
BUSINESS

Economy
National
International -
Competitors

Food and Beverage Service NCII Page 36

Natural and Physical Environment
This concerns the physical location of a business’ store. The natural environment also
pertains to the natural and man-made structures that may enhance the beauty of the location,
such as a park or a sea front view, or serve as barrier to the location, such as a dump site or high
rise structures that obstruct a view. The living condition in an area also serves as a standard for
the ambience you want to create for your store.
There is also a phenomenon referred to as clustering, where a particular type of product
is offered within the same area. For instance, most guitar shops are clustered along the
intersection of V. Mapa and Aurora Avenue in Metro Manila; Filipino craft stores crowd the area
under the Quiapo bridge; or car accessories are found in Banawe area.
The key word to have in mind when scanning the physical environment is the visibility of
your intended store to the potential clients.

Demography
This pertains to the number of people living in the area, their age, gender, socio-economic
status, family size, religion and even growth trends. These are invaluable information that can
help entrepreneurs in matching their product to the target market, in deciding for the marketing
strategy, pricing and product packaging among others.

Culture
Culture or sub-culture, being the totality of the way of life, ideas and customs of a set of
people or society, primarily influence the types of products that are acceptable to a particular
locality. For example, the influence of the Japanese culture gave rise to minimalist designs. A
sub-culture also shapes the ‘emotional’ environment of an area. For instance, the feeling of ‘fear’
for a specific location may serve as a barrier for a business; a place where one does not feel safe
because of the prevalence of crime will discourage entrepreneurs.
Changes in the lifestyle, which is brought about by changes in the population
demography and the economy, also affect a business. These lifestyle changes may be the
increase of women’s participation in the world of work, change in buying patterns and shift in
tastes.

Government Regulations

The laws and policies of the national and local government units also influence the
business operations. Some examples of policies that directly affect entrepreneurs are the
imposition or removal of taxes for products, the establishment of economic zones and assistance
in product labelling and packaging of products. In addition, improvement of facilities and roads
improve transportation network that facilitates transfer of products from one area to another or
promotes accessibility for consumers.

Economy
This pertains to the management of resources and study of the system of production,
distribution, and consumption of goods and services. A country’s economy influences both the
entrepreneurs and consumers as it relates to the financial matters of business like taxes and
interest rates and to the quality of life, cost of utilities and services, among others. Even small
scale entrepreneurs must learn to study economic indicators to improve business forecasts, such

Food and Beverage Service NCII Page 37

as when to buy certain materials and supplies, when to open a store or introduce new products
based on consumer spending, or when to hire employees. Some examples of economic
indicators include the (a) Gross Domestic Product (GDP) which increases when a country’s
economy is doing good; (b) Unemployment rate which indicates that more unemployed people
usually signal an economy getting worse; and (c) Price Indexes and Inflation rates which
determine the buying power of consumers.
The existing enterprises, who are either direct or indirect competitors, are also part of the
business environment. It is important to scout for products or services that answer a similar need
to what you intend to provide. Think of how you can create a niche that will differentiate your
product from the other businesses – either in specifying a target market or in differentiating your
product quality or price. The key concept to think about is acquiring a reasonable market share
despite of the competition.

Technology
Technological changes are inventions based on the application of science that create new
product or process improvements. Some examples of technological changes are mobile tools
that enable online connection, new business tools for analysis and database, social networks and
modern, digital equipment. These advances in technology result to efficiency and productivity at
a lesser cost. It can be observed that sending message through e-mail provides a cheaper and
faster means compared to hand-delivered mails (snail mails). An entrepreneur can benefit from
technological changes by identifying the appropriate technological solution available in the area
or locale.
At this point, it must be quite clear why an environment scanning of an area considered
as business site is helpful for the entrepreneur. In fact, the impact of the factors in the business
environment does not only include the business operation but is even relevant at the start of the
venture – during the business idea generation and opportunity identification stage. A concise
guide on how to spot and identify business opportunities are provided in the following section.
Keep reading!

Spotting and Identifying Business Opportunities

Spotting business opportunities is one of the most essential aspects of entrepreneurship.

An entrepreneur must have a keen eye for identifying opportunities that can potentially turn into
a good product or business venture. At the same time, an entrepreneur should also know which
opportunities to drop and which ones to develop.

Idea Generation

The first step in identifying a good business opportunity is to look for many opportunities.
This is called the idea generation phase (SERDEF, 2007). The following are good sources of
business ideas (Hisrich, Peters, & Shepherd, 2008; Looser & Schlapfer, 2001).
1. Personal hobbies and interests 5. Problems with existing products

2. Everyday experiences, travel, and 6. Books, magazines, news

adventures

3. Suggestions from family members 7. Observing, listening around you

and friends

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 4. Problems that need solutions

Screening Business Ideas

Once you have generated a number of business opportunities and ideas, the next step is
to select and screen these. Though there can be many ways to do this, a good way to proceed
is to screen your ideas based on 1) your personality and personal preferences and 2) the
characteristics of a good business (SERDEF, 2007). Consider the following criteria:

1. Personality and Personal Preferences

a. Personal Preference
b. Education, Skills, and Experience
c. Work Experience
d. Support from family and friends
2. Characteristics of a good business
a. Demand for Product
b. Availability of skills, raw materials, technology, and capital
c. Profitability

SWOT Analysis
Once you have chosen your business idea, the next step is to conduct a SWOT analysis
in order to determine the Strengths, Weaknesses, Opportunities and Threats of your potential
business. This step will help you improve your business of choice and prepare for challenges.
The table below will help you differentiate among these four features.

POSITIVE NEGATIVE

Strengths Weaknesses

positive factors that

set of problems, difficulties
contribute to the
or shortcomings
favourability of a business
Controllable opportunity
encountered by the
business
factors Examples: Cheap raw
Examples:
materials, Skilled
employees, Ease of Inexperienced owner,
management, Small capital
outlay. Lack of working capital

Poor location.

Uncontrollable Opportunities Threats

factors

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 Positive factors that are not Negative factors that are
within the control of the beyond the control of the
business. business

Examples: Examples:

Absence of similar products Rising costs

in the market New markets
being developed Raw material

Growing demand for similar Shortages

products Too many competitors
Favorable government
policy

Remember to refer back to these guidelines and tools when you are ready to think
of your next business ideas!

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 Diagnostic test

A. Directions: TRUE or FALSE. Write TRUE if the

statement is correct, and FALSE if it is incorrect.

________________1. Reservation are advanced bookings by customers to hold a table

(table bookings).

________________ 2. Counter service is ideal for diners who go for fast service since they
have very limited time to eat.

________________ 3. Table setting refers to the process of setting a table with tableware.

________________ 4. Silverware is set about 2 inches from the edge of the table

________________ 5. A cover is one place setting, which means the space required on a
table for laying cutlery, crockery and glassware for one person.

________________ 6. Room service is a great opportunity to increase revenue.

________________ 7. The acceptable method is to ask open-ended questions to sell and

lead the guests to buy.

________________ 8. Suggestive selling is anticipating the guest’s needs and making

recommendations to match.

________________ 9. Adapting a hanger device helps the guest to place the orders the
night before or way ahead of time.

________________ 10. Room service order placed through the telephone is fast and
written down manually or typed into a computer.

B. Directions: Read the following questions carefully and choose the letter of the
correct answer. Write it on your test notebook.

11. What is the correct way of serving food in a Russian or English service?
a. From the back of the guest c. in front of the guest
b. By the left side of the guest d. by the right side of the guest

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 12. Which of the following is the correct sequence of a classic menu?
a. Soups, fish, frozen water ices, vegetables, salad, cheese, beverage
b. Soups, fish, frozen water ices, vegetables, cheese, salad, beverage
c. Soups, fish, vegetables, frozen water ices, salad, cheese, beverage
b. Salad, soups, frozen water ices, fish, vegetables, cheese, beverage

13. Which of the following food can be paired to champagne?

a. Hard cheese c. Fish
b. Chicken d. Pork

4. Which of the following will you explain to the customer in upselling

an appetizer?.
a. Its ingredients and preparation c. its taste
b. The method of cooking d. its color
5. Which of the following will not help you in upselling products?
i. Taste menu items c) give vivid
descriptions
ii. Study the menu d) mention the
ingredients

C. Directions: Identify the following tools and equipment in column B. Write your answer in
column A with a short description of its uses or functions. (2pts. each)
A B

1.

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 2.

3.

4.

5.

6.

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 7.

8.

9.

10.

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 QUARTER 1

LESSON 1

PREPARE THE DINING ROOM/RESTAURANT

AREA FOR SERVICE

OBJECTIVES

At the end of this lesson, you are expected to do the following:

a. Take table reservations

b. Prepare Service Stations and Equipment’s;
c. Set-up tables in the dining area
d. Set the mood/ambiance of the dining area

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 Pre-Test

Direction: Read the questions carefully and write the letter of the
correct answer in your activity notebook.

1. They offer coffee, snacks and often light meals to supper items?

a. fine dining restaurants c. coffee shops

b. casual dining restaurants d. fast food restaurants

2. __________ oversees food and beverage operations in all outlets

a. receptionist b. waiter c. supervisor d. manager

3. __________ connection between different service area

a. liaises b. room number c. desired service time d. orders

4.. __________ dining room helper and runner

a. receptionist b. buss boy c. bartender d. captain
5. __________ prepares and serves drinks of the guest
a. receptionist b. buss boy c. bartender d. captain
6. __________ connection between different service area
a. liaises b. room number c. desired service time d. orders
7. __________ best tip of the waiter
a. attitude b. gratitude c. money d. foods
8. __________ the range of food items serve in the establishments
a. dessert b. salad c. menu d. appetizer
9.Which of the following will you explain to the customer in upselling an appetizer?.
a. its ingredients and preparation c. its taste
b. The method of cooking d. its color
10.Which of the following will not help you in upselling products?
a. Taste menu items c) give vivid descriptions
d. Study the menu d) mention the ingredients

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 LEARNING OUTCOME 1

TAKE TABLE RESERVATIONS

OBJECTIVES

The following are necessary skills that need to be developed to effectively take table
reservations:

• Answer inquiries promptly, clearly and accurately

• Ask pertinent questions to complete the details of the reservations
• Accurately record the reservation data on forms based on establishment standards
• Confirm details of the reservations with the customer
• Provide additional information about the food service establishments

INFORMATION SHEET 1.1

FOOD SERVICE OPERATIONS

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

1. Discuss about the foodservice industry.

2. Identify the different foodservice segments.
3. Understand the difference between a primary and secondary
catering establishments.

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 Food and beverage services sector contributes a great deal to the profits in hospitality industry.
With the increase in importance of business meetings, a range of personal and social events, a large
number of customers visit catering establishments frequently. The food and beverage professionals
tirelessly work to intensify customers’ experience through their service. The F&B Services providing
businesses deliver food and beverages to their customers at a particular location (on-premise) such
as hotel, restaurant, or at the customer’s intended premises (off-premise).

F&B Services can be of the following two types −

On Premise − Food is delivered where it is prepared. The customer visits the premise to avail the
food service. The premises are kept well-equipped and well-finished to attract customers to avail F&B
service.
For example, restaurants, pubs, etc.
Off Premise or Outdoor Catering − This kind of service includes partial cooking, preparation, and
service at customer’s premises. It is provided away from the F&B Services provider’s base on the
occasion of major events which call for a large number of customers.
Types of F&B Services Operations
There are two broad types of F&B Services operations −
Commercial − In this case, F&B Services is the primary business. The most known commercial
catering establishments are — hotels, all kinds of restaurants, lounges, cafeterias, pubs, clubs, and
bars.
Non-Commercial − Non-commercial operations are secondary businesses in alliance with the main
business. These F&B services mainly cater to their consumers with limited choice of food and
beverages. These establishments often run under contracts. For example, food and beverage
services provided at hospitals, hostels, and prisons.
In this tutorial, we mainly consider commercial food and beverage service sector. Let us first
understand some common forms of F&B service.
What is Catering?
Catering is the business of providing foods and beverage service to the people at a remote location.
It is a part of food and beverage service sector. For example, arranging food services at a wedding
location.
What is QSR?
These are the fast food outlets called Quick Service Restaurants where the food is prepared,
purchased, and generally consumed quickly. They are run with convenience as a main factor.
Branded outlets such as McDonalds and Nando’s are QSRs.
What is FSR?
They are fine dining, family, specialty, ethnic, or theme restaurants called Full Service
Restaurants where the food and beverage menu is wide and the customer’s expectations are high.
They are operated with customer satisfaction and experience as the key factors.

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 Food and Beverage Services Cycle

Food and beverage Services come only after preparing what is to be served. Most food and beverage
service businesses operate in the following cycle -

The upper half depicts food preparation related functions, whereas the lower half depicts food and
beverage service to customers.
*view other resources on Foodservice Systems

INFORMATION SHEET 1.2

RESERVATION PROCESS
At the end of this lesson, you should be able to:

1. Familiarize the ways on handling telephone calls

2. Demonstrate on how to answer telephone calls
3. Understand the reservation process

In the food industry, reservation is defined as an arrangement to have something (room, table
or seat) held for use at a later time. A guaranteed seat brings in more customers and increases
revenue.
Types of Restaurant Reservations

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 • Manual reservation – depends 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 a guarantee. They may also answer guest’s questions, give accurate
directions to the restaurant, and provide clear information about parking.
• Online Reservation System – makes use of the internet through a website, where all the
necessary information needed for a 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 these
details.
A growing trend in reserving a seat in a restaurant is the Call Ahead Seating. Doing so
reduces the guest’s wait time upon arriving at the restaurant. With this type of reservation, the
guests calls when they are on their way and sets a specific time they will arrive. Usually restaurants
will hold a table for 20 – 30 minutes. However, in cases where there is a long line of walk-in guests
waiting for seats, calling ahead may not ensure them a seat. Restaurants would often opt to serve
guests on a first come – first served basis. Other restaurants also ask for the credit card information
of the guests to ensure their seats. Since this guarantees the transaction, the restaurant manager
has to make sure that there will be no over booking of guests and are accommodated right away at
the time served for them.
Not all restaurants accept reservations, though a lot of customers find making one convenient
for them. These are restaurants who frequently experience a high number of walk-in guests and
prefer to serve them as they arrive.
How to Take Reservations
Before taking a reservation, make sure to 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

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

Possible questions of customers when taking table reservations

• What kind of cuisine do you offer? (French, Italian, Cantonese, Modern Australian, etc.)
• What style of menu do you offer? (A la carte or table d’ hote)
• Do you accept credit cards? If yes, what type of credit card do you take?
• Can we bring in other food and drinks bought outside?
• Is there corkage for the food and drinks bought outside? If yes, how much?
• What time do you start serving? For lunch? For dinner?
• Do you accommodate children?
• Do you cater to persons with disability?
• Can we bring in pets? What accommodations can you provide for pets?

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 • Are all rooms air-conditioned?
• Do you have parking facilities?
• Do you cater for specific functions?
• Do you have a smoking area?
• How do we get there? What is the nearest landmark?

Most reservations are taken over the telephone. Therefore, the telephone operator should be
friendly and accommodating. Customers may easily be discouraged and may never call again if
they are not treated well.

Handling the Telephone Calls

The staff members who handle the telephone calls must be thoroughly aware of the work system.
The procedure for handling calls is as follows −

• Always answer the phone call promptly, within three rings. If it takes time to answer,
apologize to the customer.
• Speak with the caller attentively by avoiding any distractions around.
• Always inform the caller before transferring his call and putting him/her on hold.
• Always talk politely and respectfully to the customers by addressing women as ‘Madam’ and
men as ‘Sir’.
• Ensure that you solve all the customer queries before terminating the telephonic conversation.
• Speak clearly with a cooperative tone; do not speak loudly.
• Avoid domain jargons and informal words such as ‘Yup’, ‘hang-on’ or yeah.’ Instead, use
formal words such as ‘absolutely’, ‘please wait’, ‘Yes’, etc.
• Always end the phone call by saying, ‘Thank you for calling (sir/madam)!’.
Taking the Order
The orders for table reservation or food delivery can be taken on phone. Direct service orders are
placed and taken to the guest table.

• Taking Orders on Phone

While taking orders on phone, the visual channel of communication is absent. Hence the
staff needs to listen to the caller attentively while taking order on the phone.

• Answer the customer’s call immediately and take the communication further cordially by
saying, “Good (morning/afternoon/evening), I am (own name); How can I help you?”
• Pay a complete ear to the customer’s requirement of food, beverage, table reservation, or any
specific requirement.
• Note down the order details on a notepad.
• Inform the customer about time estimation of delivery if it is home delivery order. If it is table
reservation, confirm the timing of customer’s arrival and the total number of persons to the
customer.
• Repeat the order to the customer and take his confirmation.
• Ask for the address or confirm the address and contact number if it is already in the database.
• End the conversation by greeting the customer and assuring him the best service.

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 • Hand over the order to the kitchen staff. Inform the delivery staff member in case of home
delivery. Inform the service staff members to prepare a table for the given number of
persozzns and the occasion in case of table reservation.
A sample reservation sheet:

Establishment Name and Logo

RESERVATION FORM

VOICE FAX INTERNET EMAIL WALK IN

CP AP MAP EP

Reservation Keyed in to Guest Service Accounts

Taken by PMS by Department

Arrival Date/Time: _______________________

Name: ________________________________
Booked by: ____________________________
Mobile: _______________________________
Email: ________________________________

Type of Car: ___________________________

Remark: _________________________________________
Company Name: _____________________________ Special Applicable YES / NO
Company Address: ________________________________
Booker: _________________________________________
Base Rate: ______________________________________
Deposit: ____________________________________
Total: _________________________________________

Billing instructions:
_____________________________________________________________________________
___________________________________________________________________________

Remarks:
_____________________________________________________________________________
___________________________________________________________________________

*view other resources on Advantages and Disadvantages of Reservations and Alternatives to Reservations

Food and Beverage Service NCII Page 52

 Self-Check 1.2

True or False: Write TRUE if the statement is correct, and FALSE if it is

incorrect. Write your answers in your notebook.
_________ 1. Reservations are advanced table bookings made at a specific time.
_________ 2. An advantage of taking reservations is that you know exactly how many guests
you need to feed.
_________ 3. Overbooking is taking more reservations than the number of tables and seats
available.
_________ 4. Every food service establishment accepts reservations.
_________ 5. Reservations can limit the number of walk-ins to the restaurants

Lesson-End Activity
Do the Operation Sheet 1.1 Taking the Reservation

Taking the Reservation

Perform a telephone reservation.
Sample Situation:
a. Total number of guests: A family of 10 composed of 7 adults (2 are senior citizens) and
3 children
b. Purpose: Dinner Reservation
c. Condition: First time to try the restaurant
One adult vegetarian
No smoking area
The following skills shall be observed during the role play:
1. The phone answered promptly and with appropriate greetings.
2. Inquiries are properly answered with clarity and accuracy.
3. Pertinent questions are asked to complete the details of the reservations.
4. Reservation data are accurately recorded based on the establishment’s standards.
5. Details of the reservations are repeated and confirmed with the party making the
reservation.
6. Additional information about the food service is provided when necessary.

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 Performance of the learners will be rated using this rubric:

Scoring Rubrics 1.1

Description Score

Demonstrate outstanding communication skills in taking phone calls 5

when taking reservations and observe all the six skills with much
confidence

Demonstrate very good communication skills in taking reservation 4

and observe 4 to 5 skills with confidence

Demonstrate good communication skills in taking reservation and 3

observe 3 skills with confidence

Demonstrate poor communication skills in taking reservation and 2

observe 1 to 2 skills without confidence

Did not demonstrate any skills in taking reservation 1

Food and Beverage Service NCII Page 54

 LEARNING OUTCOME 2

PREPARE SERVICE STATIONS AND

EQUIPMENTS

OBJECTIVES

The following skills and knowledge shall be the focus of this module:

• Stock supplies necessary for service

• Clean, wipe and place tableware and dining room equipment in their proper place
• Check the cleanliness and condition of all tables, tableware and dining room equipment
• Fill water pitchers and ice buckets
• Refill condiments and sauce bottles. Wipe, clean and dry the necks and tops of the bottles
• Promote special tent cards and similar special displays
• Check equipment and prepare for service

INFORMATION SHEET 2.1

Stock supplies necessary for service and basic types of
tableware

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

• Define equipment and supplies that were used in restaurants

• Identify equipment and supplies that were used in restaurant
• Familiarize the uses and purpose of service equipment
• Classify the table appointments

The first and most important requirement for a food and beverage service attendant
is to have knowledge on the tools, materials and equipment necessary for service. Bar
supplies contain everything needed for your beverage service except the drinks and the
furniture. These bar accessories include beverage accessories and display coolers.

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Bar Tools

The following tools are necessary to serve beverages from bar –

• Bar Linen and Cocktail Napkins − these are used to save work area from any mess
while pouring the beverage.
• Pouring Spouts − these make smooth serving of beverage apportioned equally into
the glasses.
• Juice Containers − these are useful to save bartending time by keeping most
demanded juices handy.
• Cocktail Shaker Tins − these are suitable for mixing the ingredients of cocktails and
martinis well.
• Short Shaker Tins − these are used to shake small amount of drinks efficiently.
• Cocktail Strainer − it is used to sieve cocktails before serving.
• Corkscrew or Wine Opener − these are used to open corks of wine bottles.
• Bottle Opener − these are used to open caps of bottled beverages.
• Jigger − it is an alcohol measuring two-sided cup.
• Lemon Zester - it is used for cutting lemon zest
• Bar Spoon – also called muddler, it is used for mixing beverages briefly
• Masher – it is used to mash ingredients to help release oils and flavors effectively

The equipment forms an inevitable part of food and beverage service. It plays an
important role to build the mood of the guests, to complement the outlet theme, and to elevate
guest experience. Right from the largest commodities used for food preparation and interior
decoration such as chandeliers or ovens to the smallest piece of cutlery, furniture, or linen
participate in creating overall ambience of the outlet.

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Let us discuss in detail the equipment used in food and beverage services –

Furniture in F&B Services

Furniture is an important part of any F&B Services outlet. It needs to be strong, easy to use
and clean. The furniture plays an important role in bringing the look and creating an ambience
of the outlet. The furniture, fixtures, and fittings are fixed commodities.

Furniture

• Indoor Furniture
It mainly consists of tables, chairs, push-down chairs, racks, and lockers.

• Outdoor Furniture
It needs to be sturdy as well as attractive. It includes coffee tables and chairs, bar chairs,
dining sets, day beds, loungers, hammocks, and swings.

Fixtures and Fittings

• A fixture is any item bolted to the floor or walls. For example, air conditioners, electric
plugs, sinks and toilets, art pieces, and television screens mounted on wall are fixtures.
• A fitting is any free standing item or an item that can be hung by a nail or hook. For
example, paintings, mirrors, curtain rails, and lamps are fittings.
Pantry Equipment

Pantry is the adjoining area or room to the kitchen from where the finished food or a drink is
ready to be served. This area serves as an ancillary capacity of the kitchen. The food is given
final touch-up for presentation, and then handed over to the serving staff. The pantry is often
equipped with a sink attached with normal water and hot water taps. The pantry mainly keeps
the following necessary items −

• Refrigerator
• Electric oven
• Toaster
• Coffee Brewing Machine
• Blender
• Electric food whisk
• Knives and chopping boards
• Hollowware like casserole, bowls, and dishes of various sizes
• Crockery
• Drinkware
• Cutlery
Sideboards in Pantry
Sideboards are mainly shelves with drawers. These can be used to store hollowware and
glassware. The following are the different varieties of sideboards −

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 • Buffet − It has high legs than the sideboard.

• Credenza − They are the storage cabinets without legs. They mostly have sliding
glass doors.

• Server − A server is smaller, shorter, and more formal than a buffet or sideboard.

• Sideboard − It has short legs.

Trolley

It is a serving cart used for serving as well as storing. It has wheels which enable it to move
easily around the kitchen. It is also used in elite food and beverage outlets for serving the
guests. It is available in various designs, sizes, and shapes. You can choose on number of
shelves and sections, and burners. When not in use, it is preferably parked at the wall.

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Point-of-Sale Equipment

Today, many restaurants use Point-of-Sale (POS) equipment, a computer-based technology

to take orders, record them, accept payments, and display or print their receipts. Restaurant
servers, bartenders, and cashiers can use POS systems to enter and record food and
beverage orders easily.

A POS system in the F&B Services can increase convenience and accuracy in order
tracking, and can save time during rush hours. It can smoothly perform the following
functions:

• Calculating cash due for every order entered for a table

• Recording the method of payment
• Tracking balance cash
• Creating periodic sales reports
• Calculating labor and payroll data
• Recording daily check averages for each worker
• Tracking the number of balance and sold food items
• Recording information of repeat customers
Tableware in F&B Services

Tableware consists of crockery, cutlery, glassware and linen used while serving and eating
meals at a table. These are circulating equipment which can be grouped into the following
types –

Chinaware

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This is a collection of fine dishes, bowls, food platters, section dishes, ramekins, cups and
saucers, soup spoons, vases, and ash trays made using a translucent ceramic material .

Show/service plates: 11” – 14” (12”)

Dinner plates: 10”
Fish plates: 8” – 9”
Salad plates: 7” – 8”
Dessert plates: 7” – 8”
Side plates or bread plates: 6”

Hollowware
This consists of containers/vessels or serving dishes and accessories such as serving bowls,
pots, kettles, ice jugs, and water pitcher. These containers are either made from glass or
metals such as copper, brass, or stainless steel that are hollow or concave.

• Pitcher – water container

• Coffee pot - container for brewed coffee
• Tea pot – a deep round dish, which is used for serving tea.
• Sauce boat – a container for serving sauces
• Escargot tong – a holder used for eating snails

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 • Soup ladle – a large deep spoon with a long handle that is used for serving liquids
and soup
• Gravy ladle – a small bowl with a long handle used for serving gravies and sauces
• Sugar tong – a small tong used for serving sugar cubes
• Ice tong – a tong with a rounded bowl and short prongs used to pick up cubes of ice
• Silver food cover – a cover for a dish easily removed when it is about to be served
• Candelabra – an ornamental branched candlestick holder for more than one candle
or lamp.
• Salt and pepper shaker – a container of salt and pepper
• Silver oval platters – used as container for serving food in the buffet
• Ice cream scooper – a utensil used for dishing out ice cream or other soft food
• Ice scooper – made of stainless steel used to scoop or moving out crushed ice
• Ashtray – a receptacle for ash, typically from combustible consumer products such
as cigarettes and cigars

Glassware
This consists of articles made of fine glass. Glassware includes jugs, pitchers, drinkware,
ash trays, vases, and similar articles.

Types of Glasses
The glasses and tumblers come in a wide variety of shapes and sizes. They are
either footed with stem or non-footed. They can also be high-ball or low-ball. Some of the
widely used shapes are −

• Cooler − It is used to serve welcome drinks or appetizers.

• Flute − It is a glass with a long cup and is mainly used to serve champagne
• Goblet − It is a round glass with or without stem. The goblets with stem are used to
serve wines and brandy. A non-footed version is used to serve whisky.

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 • Margarita − It is a variant of goblet with a wide round dish-like cup. Margarita is used
as a cocktail, mocktail, or a sorbet glass.
• Mug − It is used to serve beers.
• Nonic Glass − It is a tall glass with a broad rim. It is used to serve beers.
• Pilsner − It is a high-ball glass used to serve cold coffee, iced tea, juices, and beer. A
pilsner can support beers or aerated drinks gracefully.
• Pint − It is a glass used to pour distilled alcohol into other glasses.
• Shot Glass − It is a small glass used to consume fermented or distilled alcohol
directly. It can also be used to pour distilled alcohol into other glasses for mixing with
water or sparkling water.
• Snifter − It is used to serve spirits.
• Thistle Glass − Its silhouette is shaped like a thistle flower. These glasses have
tapered broad rims with round cups attached to a stem and disk. It is used to serve
ales and aerated drinks.
• Tulip Glass − It is used to serve beer, cocktail, or mocktail.

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 Silverware

The objects in silverware are made of Electro Plated Nickel Silver (EPNS). These are made
from an alloy of brass, zinc, stainless steel or nickel with silver plating of 10 to 15 microns.
Silverware includes spoons, forks, knives, hollowware, drinkware, tongs, ice bucket, and a
salver.

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Cutlery

Cutlery comprises of any hand-held implement for eating or serving food. It includes various
spoons, forks, knives, and tongs. It is also called silverware or flatware. Cutlery is made of
metals like stainless steel or silver.

In modern days, cutlery has come up in wonderful combinations — spife(spoon +

knife), spork (spoon + fork), and knork (knife + fork).

Types of Spoons, Forks, and Knives

There are different types of spoons for serving or eating different kinds of food. The forks
often accompany spoons or help independently to pick food bites. The knives are used to
portion the food.

Forks

• Dinner fork – the largest of the forks used in place setting.

• Fish fork – a four-tined fork used in eating fish
• Dessert or Salad fork – a four-pronged shorthanded fork with broad tines which is
used to eat salad or dessert.
• Seafood/Oyster/Cocktail fork – a smaller long handled three-pronged fork, the
purpose of which is to spear food.
• Snail/Escargot fork – used for eating snail or escargot
• Deli (Fruit) Fork − has two tines. It helps to pick thinly sliced food such as slices of
fruits.
• Serving Fork − It is the largest fork used for serving. It has longer and stronger tines
that help to hold and pick large meat or vegetable pieces.
Spoons

• Soup spoon − It has a round cup bigger than that of the table spoon. It is as long as
a dinner spoon.

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 • Dinner spoon - it has elongated round cup. It is used to eat main course food
items. It can pick up just the right amount of rice, stew, or curry. It is always paired
with a fork (with four tines) of the same length or a dessert knife.
• Relish spoon – a small, usually pierced spoon used for serving relish, olive and
pickles
• Iced tea spoon – a long-handled teaspoon used for drinks served in a tall glass,
such as iced tea.
• Bouillon spoon – used for bouillon soup
• Dessert spoon - these are smaller than their main course peers and are used to have
desserts.
• Tea/Coffee Spoons − these are smaller than the dessert spoon in length and size of
cup. We use these spoons to stir tea or coffee but can also be used for eating dessert.
• Demitasse spoon – a very tiny spoon used in serving demitasse coffee.
• Cereal spoon – large spoon similar to a dessert spoon.
• Sugar spoon − it has a flower shaped round cup. It is used to take sugar from sugar
bowl of tea set.
• Ice Cream spoon − it is a small spoon with flat rim that can help to cut the right
amount of ice cream. It can come in small, medium, and large sizes according to the
quantity of the ice cream served and the size of the bowl.
• Cocktail (Soda) spoon − It is a drink spoon with a long handle that helps the spoon
to reach the bottom of a tall glass.
• Salad spoon - It is always used in pair with salad fork. It helps mixing and serving
salad efficiently.
• Serving Spoon − It is a spoon with large round cup designed to serve stews and
rice.

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Knives and other cutlery implements

• Dinner knife – a knife with either straight or serrated blade with a broad and
rounded tip used for luncheons and dinners.
• Steak knife – a knife with serrated blade and a pointed tip used for steaks.
• Fish knife – a knife with a broad blade, which is used when a fish is served.
• Butter knife – or spreader, it has short rectangular blade that is sharp on the lower
side to form an edge. It is useful in cutting semi-firm pieces of butter and apply them
on food items such as breads.
• Butter server – a small broad spatula, bigger than the spreader used for serving
butter.
• Dessert knife – used for eating dessert
• Cheese knife – used for cutting cheese
• Pastry or Pie server/Cake Knife − It is a flat, elongated triangle-shaped knife and is
used to cut pieces of cake and handle it smoothly.
Chaffing Dishes (Chafers)
These are food warming dishes. They keep the food warm for an adequate time and
temperature. They come in two variants: electric or chafer fuel candle.

Chaffing dishes are available in multiple sizes, shapes, and lids. Modern-day chafing dishes
are made of light metal or ceramic with handles, sometimes covered with a see-through lid.
Here are some chaffing dishes −

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Linen
The linen at any food and beverage service outlet is either disposable or non-disposable.

• Disposable Linen
This includes items that can be used only once. These items are made of recycled
paper with high absorbing capacity. For example, table napkins, restroom tissues, wrappers,
and facial tissues. Facial tissues soaked in Cologne water are given to the guests. It is
considered a good welcome gesture. Disposable table linen is usually offered to guests in
trains or aircrafts before meals.

• Non-disposable Linen
The items in this category are made from flax. This includes table cover, dinner napkins, tea
napkins, and table runners. Non-disposable linen must be clean and pleasantly scented. It
must be starched if required. Non-Disposable linen must be placed on the table tidily. The
staff can fold them and arrange them in decorative shapes or just put them through decorative
linen rings to catch guests’ eyes and start imparting warm experience to them at the table.

*View other resources on basic types of tableware

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 Self-Check 2.1

Direction: Identify the following table ware used in food and beverage
services.

1. ________________ comprises of any hand-held implement for eating or serving food. It

includes various spoons, forks, knives, and tongs. It is also called silverware or flatware.

2. ________________ this consists of articles made of fine glass, these includes jugs,
pitchers, drinkware, ash trays, vases, and similar articles.

3. ________________ this is a collection of fine dishes, bowls, food platters, section dishes,
ramekins, cups and saucers, soup spoons, vases, and ash trays made using a translucent
ceramic material.
4. ________________ this consists of containers/vessels or serving dishes and accessories
such as serving bowls, pots, kettles, ice jugs, and water pitcher. These containers are either
made from glass or metals such as copper, brass, or stainless steel that are hollow or concave.
5. ________________ these are food warming dishes. They keep the food warm for an
adequate time and temperature. They come in two variants: electric or chafer fuel candle and
are available in multiple sizes, shapes, and lids.

Lesson-End Activity

Direction: Given different kinds of service tools/table wares, you should be able to classify
according to its standard uses.
Activity Sheet 2.1. Classification of service tools
1. Chinaware
2. Hollow ware
3. Glassware
4. Cutlery
5. Common bar supplies and accessories

Performance Criteria Checklist 2.1

CRITERIA SCORE
Recited and classified all kinds of service tools (100%) 10
Recited and classified 90% (1 mistake per service tools) 9
Recited and classified 80% (2 mistakes per service tools) 8
Recited and classified 70% (3 mistakes per service tools) 7
Recited and classified 60% (4 mistakes per service tools) 6
Recited and classified 50% (5 mistakes per service tools) 5

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 INFORMATION SHEET 2.2
Cleanliness and Condition of Equipment/Utensils, Furniture and
Supplies

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

1. Distinguish the activities done during the mise-en-scene and mise-en-place.

2. Discuss the cleaning procedures of table ware, equipment and supplies that were used in
restaurant
3. Demonstrate the knowledge and skills learned during the preparation of service station and
equipment.

Imparting an out of the world meal experience requires a lot of preparation beforehand. Food
and beverage businesses work to bring out the best possible experience for their guests and
customers to achieve maximum customer satisfaction. All operations regarding food and beverage
service need preparations by anticipating guest arrival at any time during working hours.

Let us see what all basic preparations are required to be done.

Mise-en-scene

It is the activity of preparing the environment in the F&B Services establishment so that the
guests and the service staff find it hygienic and pleasant.

To prepare the environment, the staff carries out the following activities −

• Opening all windows and doors before working hours to let fresh air and sunlight enter the
venue.
• Ensuring menu cards and promotional material are presentable.
• Removing the furniture that needs servicing and handing it over to the maintenance
department or any outsourced agency.
• Vacuuming carpets if any.
• Switching on all lamps to check the fused ones.

Tent cards, also known as Table tents, are triangular table displays. They are folded in a way that it
is readable from both sides of the displays. Its primary purpose is to show the menu or the specialty
of the day. They can also be used to advertise products and services or promote discounts.

Hostesses use them on the dining table as place cards. They may be color-coordinated for the event
and may contain designs or photos. Table tents may also be engraved by a printer or made on a
color copier. In addition, they may be embellished with ribbon, glitter, silk flowers, beads or pearls.

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 How to Make and Fold Table Cards

Things you will need:

➢ Cardstock
➢ Printer
➢ Computer
➢ MS word or any graphics program
➢ Rubber cement or glue stick
➢ Scissors
➢ Ruler
Instructions:

1. Decide on the size of the table tents. It should be just the right size for the menu or any
other marketing information to fit in and be read legibly. Take also consideration the
size of your available cardstock. For example, with the size of 4 by 4 ¼ inches, you can
make two of them from an 8 ½ by 11 inches sheet of cardstock.
2. In Microsoft Word or other graphics software program, set the paper in portrait mode,
with the available paper size. Set the top and bottom margins at 1 ½ inches. Set the
side margins at ½ inch each.
3. Set the document to show two columns, and each column should have ½ inch margin
on either side. The center of the page will have a total 1 inch margin, or one half inch
for the left column and one half inch for the right column.
4. Using the ruler in the document, determine the midpoint. That is where the horizontal
fold will be. Your text will be contained beneath this “middle line”. Type your text in the
lower sector (beneath the middle line) of each column. Look at it in the “print preview”
mode, and adjust text. Have a sufficient blank space above and below the text.
5. Print the page. Fold back 1 ½ inches along the top edge of the page, and fold back 1
½ inches along the bottom of the page. Fold back the page along the horizontal

centerline. Measure the page and find the center. Cut along this vertical line (top to

bottom of the page) to have two identical long pieces of paper.

6. Ensure that each tent is folded along the center horizontal line. Unfold the bottom 1 ½
inch margin of the tent. Apply some rubber cement (or use a glue stick) along the
lowest half inch. Bend the back of the top margin over the glue-covered edge of the
bottom margin and press. These 1 ½ inch top and bottom margins now form the base
of the table tent.

Mise-en-place

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 It is the activity of putting things in place to make the subsequent F&B Services smooth. The
serving staff carries out the following duties −

• Removing all soiled linen and replacing them with the fresh ones.
• Ensuring that the side board is well-equipped.
• Replenishing condiment containers, shakers, and water jugs.
• Polishing cutlery and glassware.
• Replacing pale flowers with the fresh ones.
When the food is ready to arrive in the pantry, used utensils for food preparation are cleaned
immediately and wiped off dry for later use. If any other ancillary serving item such as electric hand
blender is damaged, it is reported to the concerned manager and replaced with a working one at the
earliest.

When the guests complete their meals and leave the table, it is required to prepare the table
immediately by clearing the used tableware. If any tableware is found broken or damaged, it is
reported to the concerned store department and a request is made for its replacement. The table
covers and runners are checked and replaced with fresh ones if need be.

The used tableware is handed over to the cleaning and washing staff. The linen is also handed
over to the laundry department in the hotel. In case of other F&B Services businesses, the soiled linen
can be stored separately and given away to contracted laundry service.

Preparing Side Boards (Dumb Waiters)

It is a piece of furniture with numerous compartments and shelves to keep condiments, water
jug or bottles, cutlery, food platters, and linens. Side boards are allocated for every station.

To prepare the side boards, the serving staff must place −

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 • The replenished containers of water, butter, and condiments.
• The dinner plates, side plates, glasses, mugs, and fingerbowls in the lower shelves.
• The linen, napkins, and dolly papers neatly and stalked.
• The cutlery in the appropriate sections separately according to the type.
• The condiments containers and shakers, water jug, butter dish, toothpick holders, straw
holders, on the upper shelf or board.
Preparing Ice and Water
Ice and water are the preliminary requirements of any food and beverage service
establishment. Clean drinkable water is obtained from the water purifiers installed in the service
establishment. The purifiers are selected such that they can cater to large number of people per
hour.

Crystal clear ice in the shape of large cubes can be prepared in-house if the size of F&B
establishment is large enough to install the required equipment. The ice can also be purchased from
an outsourced ice-making business and stored in the freezers.

When the guests are seated, they are first served water at adequate temperature according
to the season.

Factors to be considered in choosing service tools, equipment and supplies

• Durability
• Attractiveness in color, size and shape of each piece
• Suitability
• Possibility of replacements or availability
• Versatility of use
• Workmanship
• Design in relation to the style of service
• Type of material in relation to one’s requirements
• Price
Other Considerations

• The cup should fit firmly in the saucer, its handle should be large enough for easy grasp
• Plates that are round are easier to stack than square or free form ones
• Plateware with heavily embossed patterns collects dust and dirt in the grooves and may need
frequent cleaning with a brush
• There is an advantage in buying products individually or by open stock. Stes have a harder
possibility of individual piece replacement

Cleaning and polishing food and beverage service equipment

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 Although the food and beverage service equipment are hygienically washed and sterilized in
high temperature of a washing cycle in a commercial dishwasher, it is still necessary to polish all
crockery and glassware by hand before they are placed on the table or used to serve food and drinks.

Care for silverware

• Wash and rinse promptly in hot water

• Dry completely and quickly to retain luster
• Use mild detergent
• Store in tarnish-proof flannel bags
• Use only for its intended purpose
• Use a small, soft brush for cleaning the crevices in ornamental silver

Self-Check 2.2

Direction: Enumerate the following;

1. Activities done during mise-en-scene and mise-en-place

2. Tips on handling utensils and service wares
3. Care for silverware

Lesson-End Activity

Direction: Given the supplies needed, you should be able to perform Mise-en-place in a given
scenario.

ACTIVITY SHEET 2.2

Title: Perform Mise-en-place

Performance Objective: Given the supplies needed, you should be able to perform Mise
en place in a given scenario
Supplies/Materials: Bar Supplies, accessories,table ware, glass wares, cutlery

Equipment: Dining room/restaurant equipment

Scenario for the Procedure:

Abigail is a newly hired server in a restaurant. She is on probation for one month as
a waitress and needs to meet the expectations of her supervisor. She needs to perform
the following tasks:
1. Stack service or waiter’s station with supplies necessary for service.

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 2. Clean, wipe and put all tableware and dining room equipment in their proper
places.
3. Put special tent cards and special displays for promotion
4. Check the cleanliness and condition of all tables, table ware and dining room
equipment.
5. Fill water pitchers and ice buckets.
6. Turn on and ready electrical appliance or equipment like coffee pots, teapots,
plate warmers, etc. in the dining area.
7. Refill condiments and sauce bottles and wipe, clean and dry necks and tops
of bottles.

Activity Sheet 2.2

Description Score
Performed all the seven skills independently, accurately and correctly 5
Performed 5 to 6 skills independently with few inaccuracies 4
Performed 3 to 4 skills independently but with many inaccuracies 3
Performed 1 to 2 skills without confidence 2
Did not perform any skill at all 1

INFORMATION SHEET 2.3

Apply Food Hygiene and OHS Measures

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

1. Recognize the importance of food hygiene and OHS measures in food and
beverage services.
2. Familiarize the hygiene concerns for F&B Services business, food and F&B
services staff.
3. Discuss types of food contaminants
4. Enumerate the do’s and dont’s in handling service operating equipment
5. Identify the factors of possible breakages of service equipment

It is an extremely important responsibility of every F&B Services to serve their guests hygienic
food and beverages. The guests keep faith in F&B Services businesses that they will provide them
the best food and serve it the best careful manner. The F&B services are bound to provide safe-to-
eat food that is prepared by following hygiene and sanitation practices.

Importance of Hygiene in F&B Service

F&B services have direct access to guests’ health through food and beverages. The working staff
handles every food and drink item closely that the guest is going to eat. Hence, if these services do
not follow proper practices of hygiene and sanitation, the guests might get foodborne diseases such
as food poisoning, nausea, diarrhea, or vomiting.

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Food contamination can occur through unwashed vegetables, uncooked meat, soft cheeses, and
unpasteurized milk. If the food preparation and serving equipment used in F&B Services are not clean,
then they become primary source of food contamination.

Types of Food Contaminations

There are three main sources of food contamination −

1. Physical − This is accidental in nature and is caused by employee carelessness. The major
culprits are air, dust, smoke, and dirt. To prevent this, food must be properly covered and
stored.

2. Biological − This contamination is caused by pathogens and microorganisms such as

bacteria, molds, parasites, and fungi.

3. Chemical − It is accidental contamination of food caused by cleaning solvents, pest control

sprays, or other chemicals used in entire food production chain. This food contamination
occurs when utensils or other tableware are not wiped dry after washing them using cleaning
liquids. It also takes place when the food is not stored properly when pest control chemicals
are sprayed.

Hygiene Concerns of F&B Services Staff

Personal hygiene is essential when one handles the food or beverage that the other is going to
consume. The service staff must follow the given basic principles −

• It is said that the hygiene starts from home. Perform your daily cleanliness regime without any
excuses.
• Wash hands and arms immediately −
✓ When you come from toilet.
✓ When you sneeze, blow nose, yawn, or cough covering your mouth with
hands.
✓ After eating food, tobacco, or touching animals.
✓ After you touch hair, scalp, skin, or any body-opening.
• Wash hands with mild cleansing soap and warm water; not merely with running water.
• Wipe sweat often.
• Do not smoke or eat tobacco while working.
• Cover cuts, burns, or wounds on the skin.

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 • Keep hair and nails trimmed.
• Try using hand gloves as much as possible. Kitchen staff must use toque.
• Do not work when facing cold, cough, or any other contagious diseases. Inform your superior
staff if you are not well.
• Do not touch ready-to-eat food directly. Always use gloves, serving tongs deli papers, or forks
to handle such food.
• Do whatever required to let not your skin, body fluids, or any clothes you are wearing to come
into contact with food or food containers.
• Ensure a clean uniform.
• Do not wear loose jewelry. Avoid wrist jewelry.

Hygiene Concerns of F&B Services Business

Any food business must be concerned about −

• Training all food handling and service staff with a detailed knowledge of food and equipment
hygiene and safety.
• Ensuring food handlers and servers not to handle food in case of contamination possibility.
• Supplying hand-washing facilities with soap, running hot water, and paper towels for its staff.

Food Safety Concerns

Every F&B Services business must also be concerned about food safety and adhere to safety of food
and beverage it serves. It must ensure −

• Marking Date on Food − The perishable ready-to-eat food refrigerated for more than 24 hours
must be clearly marked at the time of preparation to indicate the date by which the food should
be consumed.
• Storing of Food − Hot and cold foods and beverages need to be stored at the right
temperature. The food temperature measuring devices must be accurate.
• Cleaning Equipment − The area and facilities allocated for cleaning food preparation and
service equipment must be large enough to immerse the utensils and sanitize them.
• Limiting Cross-Contamination − Storing raw food such as raw meat or vegetables from
cooked food is essential to avoid cross-contamination of the food.
• Employing FSS − The F&B Services businesses must employee at least one Food Safety
Supervisor depending upon the business size.

Safety of F&B Services Staff

Hygiene and safety of food starts right from selecting raw material carefully, preparing food with health
and safety cautiousness, and serving it in the clean environment.

The service staff must –

• Attend duty in clean and tidy uniform.

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 • Wear less jewelry while working. This avoids entangling articles and calling for trouble.
• Be aware of the equipment and their appropriate application.
• Be careful of handling hot food and beverages.
• Clear spillages on the floor immediately.
• Never run in the workspace.
The following factors may be of possible breakages:

1. Mechanical Impact – Result from an object-to-object contact

Example:
▪ Stacking dishes too high
▪ Handling glasses in banquet
▪ Putting cutleries into glasses
▪ Overloading bus pans
▪ Dumping glasses into sinks
2. Thermal shock – an abrupt exposure of breakable equipment from cold to hot temperature
or vice versa, resulting to cracks or breakage.
To avoid thermal shock:
▪ Do not put hot water to a chilled glass
▪ Before heating in a microwave oven, allow chilled/cold bowl, china or
glass at the room temperature
▪ Do not put in any glasses or container that is heat resistant
3. Improper handling and misuse of equipment – use an equipment for a purpose other
than what it is intended for.
Example:
▪ Using tumblers as ice scooper
▪ Using knives as can opener
Sanitation Standards in Handling Service Equipment

4. Improper Racking and Stacking – putting all together different sizes of chinaware and
glassware.
Tips that helps you stack chinaware and glassware
• Place them in an appropriate glass rack
• Stack chinawares using the decoy system, means “same size and
kind stack together”
• Do not overload bus pans
• Do not stack dishes too high
5. Inattentiveness or absent-mindedness – some accidents commonly occur when the
service personnel are absent-minded while delivering food and carrying trays to guest.
6. Improper Bussing – food attendants must be:
• Make sure that bus pans are not overloaded
• The 3’S must strictly followed (scrape, stack and segregate)

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 • Appropriate trays are used – bar tray for beverage with a cork and service
tray for chinawares
• Food item on tray must be put in balance
• The tray must be properly handled. Use palm not the fingers holding the tray
7. Environmental factors – some other materials that may cause accidents such as broken
tile, wet floors, in balance tables and chairs.

Self-Check 2.3

Direction: Answer the following questions. Write your answer in your activity
notebook.

1. Enumerate the do’s and dont’s in handling service operating equipment

2. Identify the factors of possible breakages of service equipment
3. Explain the importance of applying food hygiene and OHS measures in food and beverage
services.
4. Give the three main sources of food contamination and briefly explain each type.

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 LEARNING OUTCOME 3

SET-UP TABLES IN THE DINING AREA

OBJECTIVES

The following are necessary knowledge and skills that need to be developed to effectively set up
tables in the dining area:

• Set table according to the standards of the food service establishment

• Set covers correctly according to the predetermined menu
• Wipe and polish tableware and glassware before they are set up on the table
• Fold properly and laid cloth napkins on the table appropriately according to napkins folding
style
• Skirt properly buffet or display tables taking into account symmetry, balance and harmony in
size and design

INFORMATION SHEET 3.1

SET TABLE ACCORDING TO THE STANDARDS OF THE FOOD

SERVICE ESTABLISHMENT

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

1. Recognize the importance of table setting in food and beverage service operations
2. Enumerate the standards of table set-up
3. Identify the rules in table set-up
4. Demonstrate the different types of table setting
5. Apply the techniques in setting the different types of table service

Setting a table is the same for casual and formal dining. It is the arrangement of the table
appointments used by one person. Whether you are preparing a formal table setting, casual table

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setting, or buffet table setting, the comfort of your guests should be top priority. Each style has its
own guidelines to follow but your ultimate goal should be to have a table that is attractive and
comfortable.

A cover is the amount of space allowed for one person and it covers a space of 50 – 60 cm.
Tables are set for convenience and comfort for diners.

TABLE SET-UP

• It is a set of cutlery, glasses, napkin, etc. for one person, as used on a table.
• Table setting (laying a table) or place setting refers to the way to set a table with tableware-
such as eating utensils and for serving and eating.

Mise en place
Mise en place, the French term means to “putting in place” is attributed to the preparation
of a work place for ultimate smooth service. It is widely used in the food and beverage service
department in everyday hotel operations. Before service commences. The staff should ensure that
the station is in total readiness to receive guests. A station comprises of a given number of tables
which are attended by a given team of waiters. Thus a restaurant may have several stations, each
with a team of waiters. In a large restaurant, each station may be headed by a Chef-de-rang.

Mise-en-place involves:

• Side stations should be stacked with sufficient covers for resetting the restaurant after the first
sitting is over. Extra linen, crockery, cutlery, glassware and ashtrays should be kept handy so
that they are readily available for use.
• Cruets sets should be cleaned and filled on a daily basis.
• Sauce bottles should be filled and the necks and tops of the bottles wiped clean
• Butter, condiments and accompaniments for service should be kept ready for use when
needed.
Preparing Condiments
The condiments are kept according to the theme of the F&B service. For example, if
the establishment is serving Italian food, the staff needs to prepare shakers of dried herbs, salt, and
pepper flakes. In European restaurants, they typically keep salt, sugar, and pepper as basic
condiments. When the guests leave the tables, the serving staff needs to check the condiment
containers and replenish them if required.

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How to set up a table?

1. Clean and sanitize table.

2. Check the stability of tables and chairs.
3. Lay over the tablecloth. (All four should fall even distance from floor.)
5. Tablecloth should be free from wrinkles, holes and stains.
6. The length of the tablecloth must be at the level of the chair.
7. Set up centerpiece together with salt and pepper shaker.
8. Wear gloves prior setting up the silverware and dinnerware.
9. Place knife with cutting edge towards the plate and one inch above the edge of the table.
10. Place fork with tines pointed up and one above the edge of the table
11. Put the dinner knife and fork at 12” apart.
12. Place butter spreader across the top edge or right of butter plate. Place bread and butter plate
at the left side of cover.
13. Place the water glass at the right of the cover above the dinner knife.
14. Fold napkins carefully and place at the center of cover.

STANDARDS OF TABLE SET-UP

1. Completeness – all utensils such as chinaware, glassware, flatware must be set-up on the
table prior to serving orders

2. Cleanliness and condition of equipment – make sure that all equipment are clean, good
condition and well sanitized before putting them on the guest table.
• No distorted utensils
• No wobbly tables and chairs
• Linen of clean and well ironed
• Placemats are clean and no foul odors
• No broken chinawares and glasses

3. Balance and uniformity –

• There is a balance spacing between covers and chairs
• Cutleries must be 1 inch from the edge of the table
• Set-up the same glass and cutleries in the table
• Silverwares are aligned properly

4. Order – all service equipment are placed on the appropriate side of the cover.
• Right side: glasses, spoon, knife and cocktail fork
• Left side: fork and side dishes
• Top: Water glass and wine glass must be on upper right side 1 inch from the tip of
dinner knife
• Center: condiments and flower vase

5. Eye appeal – the whole set-up must be presentable

• The presidential table and buffet table are skirted for banquet function

6. Timeliness – the set-up must be set up 30 minutes prior to the operation.

RULES WHEN HANDLING FLATWARES

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 • Always use a lint-free cloth – should be used to wipe wet flatware for this will prevent
water marks
• Never hold the fork by its tines, the spoon by its bowl and the knife by its blade
• Always hold flatware at the “waist”. Do not touch the top which will go into the guest’s
mouth, nor at the bottom where fingerprints will show
• Handle flatware with a cloth napkin to avoid fingerprints
• When resetting or replacing flatware at a table with guest present, carry the flatware in a
cloth pouch or folded napkin envelope atop a salad plate; remove the flatware from the
pouch and place it for the guest’s use. This is very good dining room technique and
maintains the illusion of cleanliness and sanitary conditions throughout the restaurant.
• Place pieces of flatware parallel to each other, and perpendicular to the edge of the
table. A flatware setting should be opposite its mirror image if an even number of
covers are placed at one table.
• If it is tarnished, don’t use it. Return it to the kitchen.
• In the dining room, carry small quantities of clean, polished flatware on a napkin lined
plate, the napkin folded to create a pocket for the silverware.

LAYING FLATWARE
• Spoons go on the right of the cover and to the right of any knives, with the front up
• Knives go on the right, with the cutting edge facing the center of the cover
• Forks go on the left, with the tines, facing up, with the exception of cocktail or oyster
forks, which are placed at the extreme right of the cover beyond the teaspoons
• Dinner knives and dinner forks are placed next to the plate and on the right and left
side, respectively, and the rest of the service is then placed on the appropriate sides in
order of use.
• Butter spreaders are placed across the top edge or on the right side of the B&B Plate,
with the handle either at right angles or parallel to the edge of the table.
• Dessert forks are placed just before they are needed. Or dessert utensils, typically a
desset fork and dessert spoon maybe placed above and centered over the entrée plate.
• Breakfast and luncheon forks and spoons, when no knives are set, are placed to the
right, with the forks closest to the plate in order of use, and the spoons to the right of the
forks in order of use.
DINNERWARES AND GLASSWARES: RULES IN PLACEMENT

Dinnerwares must be immaculate. It must not have cracks or chips, and if there is no
pattern on the china, it should be vibrant and clear – not faded. Glasswares must also be
immaculate – with no fingerprints, streaks, water marks, chips or cracks.

Position specific plates and pieces of glassware as follows:

• Bread and butter plates are placed at the left of the cover. If there is sufficient space on
the table, the top rim of the B&B plate should be to the left of and parallel to the top of

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 the tines of the entrée fork. Otherwise, place the B&B plate directly above the tines of
an entrée fork.
• Butter chips are placed on the left of and on a line with the water glass, toward the
center or left side of the cover.
• Coffee cups are last set with the top of the saucer in a line with the top of the last piece
of flatware on the right
• Water glasses are placed to the right of the cover immediately above the point of the
meat or entrée knife
• Wine, liquor and beer glasses are placed to the right of the water glass in a straight line
in order of use. The straight line maybe angled, with each successive glass being
slightly lower than the one to its left.
• Liqueur glasses or port wine glasses when they are set for banquets, are placed above
the line of table wine glasses.
• Salt and pepper shakers for banquets are placed between covers in a line parallel with
the bases of water glasses.

RULES IN HANDLING DINNERWARES

• Place dishes on the table and remove dishes from the table using the four fingers of
your hand, putting the four fingers under the lower edge of the plate, and resting the
thumb along the upper edge and outer rim of the plate.
• Lower plates to the table, and placed them where they should be positioned, one-half
inch from the edge of the table
• Place full dinner plates with the main item facing the customer, unless the chef has
suggested alternate placement.
• Practice holding plates level with your arm fully extended so you can place dishes in
front of guests sitting at the far side of the booths.
• Use underliners and B&B plates when appropriate
• Place coffee and teacups with the handles to the right, and slightly angled, pointing to
about 4 o’clock from the customer’s point of view.

RULES IN HANDLING GLASSWARES

• Carry clean, empty stemware and glassware on a beverage tray
• Handle tumbler-style glasses to the bottom 1 ½ inch of the glass
• Never handle glasses by the rims or stand them in the rims. The rim is the weakest part
of the glass
• Never put fingers in a glass when clearing a table
• Hold stemmed glassware by the stem
• Grasp a non-stemmed glassware at the lower 1 ½ inches of the glass
• Clear glassware onto a beverage tray

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 • Refill water glasses without lifting them from the table, if it is possible to do so. Lift
water glasses to fill them, or remove them from the table, only when necessary.
Otherwise, simply take the water pitcher to the table and refill the glasses.

Now that we have mastered the rules in setting tables, let us now see the different types of table
settings (cover) for different meal patterns:

TABLE SETTING
Learn the pattern of table setting in your restaurant and dress tables according to instructions. In
case of doubt, check with the dining room hostess or head waiters.
FORMAL DINING

This type of table set-up is required for formal events like corporate lunch or dinner, or a wedding
party. The formal dining contains multiple courses and second helpings are not offered.

CASUAL DINING

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This table setup is required for informal events like holiday parties and family gatherings. Casual
dining can contain multiple courses and service staff offers or serves second rounds of helping
when a guest requests for it.

BUFFET TABLE

This set up is required for catering to large groups of people. Buffet table setting can be done in
numerous ways depending upon the size and shape of the place, the menu, and the number of
guests.

• The food items are placed in a sequence from lightest to heaviest, starters to desserts, or
coolest to warmest.
• Cutlery is placed on the guest tables.
• Glasses, cups, and saucers are placed on a separate table to avoid congestion.
• Table decoration pieces are placed such that they do not interfere with the food items.

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 • Plates are stacked not more than 15 plates per stack.
• Paper napkins are placed between the plates.

TYPES OF SERVICE

1. FRENCH SERVICE
This is a formal type of service originated from European nobility and presently enjoyed by a few
who can afford the time and expenses of meals served in this manner. It is very personalized

and private service. The food is taken in platters and casseroles and kept on the table of guests near
their plates. The guests then help themselves. It is expensive and elaborate service commonly used
in fine dining restaurants. This service has two variants –

• Cart French Service − The food is prepared and assembled at tableside. The guests select food
from the cart while sitting at their tables and are later served from the right. It is offered for
small groups of VIPs.
• Banquet French Service − The food is prepared in the kitchen. The servers serve food on each
individual’s plate from guest’s left side. For replenishment, the servers keep the food platters
in front of the guests.

French Service Employees:

a. Two waiters cooking together to serve the meal

i. Chef De Rang (for experienced waiter) seats the guest when a captain is not present;
takes the order; serves the drink; prepares some of the food with flourish at the guest’s table and
presents the check for payment.

ii. Commis De Rang (assistant) takes the order from the chef de rang to the kitchen; picks
up the food and carries it to the dining room; serve the plate as dished by the chef de rang; clears
the dishes and stands ready to assist when necessary.

b. A captain waiter to seat guest

c. A wine steward to serve wine

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The French Service has the following features:

• It signifies luxury and is distinguished by the fact that the food is cooked or completed at a
side table in front of the guest.

• The food is brought from the kitchen to the dining room on heavy silver platters carefully
arranges and garnished suitably and placed on a rolling cart called a Gueridon.

• A small stove called a rehaud is used to keep the food warm.

• The food is completed by cooking, deboning, slicing and garnishing as necessary and serve
to the guest.

• The food is first presented to the host by viewing, then to his guest of honor.

• All food is served and cleared form the right side of the guest except for butter, bread and
salad, which should be placed to the left side of the guest.

• If the party is of outstanding guest, salads are usually mixed or prepared at the salad table or
on a salad cart by the Captain waiter who makes the ritual on it.

• Assorted pastries are presented on a large tray or from a cart with glass cover or drawer.

• The service requires side tables and carts to perform correctly.

• Soiled dishes are cleared only when all guests have completed their meals.

• Finger bowls, of warm water with rose petals, or lemon slice in them, are served with all finger
foods, such as chicken and lobsters and at the end of the meal.

• The bowl is placed on a doily on a small plate called an under liner and place with a clean
napkin in front of the guest.

FINGER BOWL – is served with the courses mentioned above not afterwards. When a guest eating
lobsters with his fingers suddenly wishes a sip of wine he washes his fingers before touching the
glass. If possible, place the finger bowl in front of the plate. An additional finger bowl is always
serves at the end of any complete meal in French Service and is placed directly in front of a guest
with fresh napkins.

2. RUSSIAN SERVICE

The principal technique of Russian Service is that every food item is brought into the dining room,
not on a plate as American Service, but on silver platter from which it then is served by the waiter to
the guests’ plates which have been previously placed before the guests. Since all work can be done
by one waiter, Russian Service has a good advantage over French Service, for which two waiters
are needed.

Russian Service is a combination of French and American Service due to the following features:

• It is very normal and elegant.

• The guest is given considerable personal attention.

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 • It employs the use of heavy service ware.
• Table setting is identical to French set-up.
• Only one waiter is needed to serve the meal.
• The food is fully prepared and pre-cut in the kitchen.
• Chafing dishes must be used for some food with direct plating of other.
• Soups are sometimes served from soup tureens but in most cases, soup dishes or cups are
readily filled in the kitchen then placed before the guest.
• The Waiter picks up the platters of food and heated plates in the kitchen and carries them to
the dining room on a large tray which he places on a side stand.
• The hot plates are set in before the guest from right side of the guest with the waiter’s right
hand.
• The food is served directly from the silver platter from the left side of the hand picking or
dishing out the food to the hot plate of the guest.
• The waiter continues serving counterclockwise around the table and then returns the unserved
food to the kitchen.
• Side salads are usually plated in the pantry.
• Finger bowls and napkins are served with the meal.
• Hot rolls are offered from a cart or large basket.
• Soiled dishes are cleaned when all guests have completed their meal.

3. AMERICAN SERVICE

It is usually done in a la carte orders, it is also called Plate Service because the food is already
arranged in individual plates and is the most prevalent style in restaurants. Plated foods are usually
served with garnish and accompaniments on the right side of the guest.

• Food is dished up on plates in the kitchen and place before the customer who may want coffee
served with meals.
• Except for salad and bread and butter, most of the food is placed on an entrée plate.
• Only one waiter serves the meals.
• Food is served from the left of the guest, beverage from the right and soiled dishes are cleared
from the right.
• This service is fast, inexpensive and can be readily learned by non professional waiters with
a minimum of training.

AMERICAN TABLE SETTING

In setting up the table for an American Service, place,

• a “silencer” cloth (piece of felt or foam rubber) on the bare table.

• a sugar bowl, salt pepper shakers and normally an ashtray on the table for each two guests.
• for tables of more than six, service for every three persons may be sufficient.
• some restaurants put up a “top cloth” over the table and change only the top when the guest
leaves. Before stripping a table for re-setting, the waiter should always obtain a clean table
cloth.
• finally, place the “covers” on the table. This is each guest’s plate, silverware, glass and
serviette.

4. BUFFET SERVICE

This is a type of service in which guest select their meal from an attractive arrangement of
food on long serving tables. The guests either help themselves (self-service) or are served by the

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chef’s standing behind the buffet tables. Usually, the service combine both type: the guest select the
relishes, salads and vegetables themselves, and the meat is carved to the guest by the chefs.

The risk of this service is the possibility of food shortage. This type of service can cater large
number of guest in such occasion like birthdays, wedding, debut or even seminars.

5.FAMILY OR LAURIAT SERVICE

This type of service can be an alternative for buffet service. It is similar with family
atmosphere dine-in. It is also called Blue Plate Service.

TABLE SET UP PROCEDURES

STEPS PROCEDURES RATIONALE/ADDITIONAL

INFORMATION

PRE SET-UP
(Before order is taken)
Observe the following:
A la carte Breakfast
Tables and chairs are in their This is important to ensure the
1. Check the condition proper position; are aligned safety of guests and to prevent
and cleanliness of all according to floor plan; accidents.
tables and chairs
There are no shaky nor
damaged tables or chairs;

Table edges and corners follow

straight line; chairs are evenly Have damaged items replaced.
spaced.
2. Check the Pay attention to the following:
cleanliness and • All china wares, silver
condition of service wares and glasses are Dirty utensils can be a source of
equipment before they immaculately clean and bacterial contamination.
are set up. free of finger marks and
stains.
• There are no chipped
wares.

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 • Salt and pepper shakers Damage and chipped wares can
as well as sugar and cause accidents and should not
cream containers are be used.
properly filled.
• Linens and napkins are
clean and free of dirt and
stains.
3. Set-up the Place it at the center of the Make sure it is clean and free of
placemats (if one is cover foul odor.
used)
4. Collect all silver Place them in a bar tray or wrap This will protect the cutleries
wares to be set up on them inside a clean cloth from bacterial contamination.
the tables. napkin. Never carry them with Finger marks can also be
bare hands. avoided.
5. Lay down the silver Place dinner fork on the left, Place cutleries on the side where
wares on the cover. dinner knife on the right. Hold they could be conveniently
them by the handle not by the reached. Whatever is used by
tines. the right hand should be placed
on the right side and what is
used by the left hand should be
placed on the left side.
6. Set-up the folded Position it on the top of the
napkins. placemat or the show plate
(whichever is used)
7. Set-up the water As a rule, on the top of the Handle goblets by the stem and
goblet. dinner knife, at a distance of ½ tumblers by the base.
inch. Glasses and beverage
items are to be set-up on the
right for it to be conveniently
reached by the guests.
8. Set-up the Place them at the center, beside This makes it more accessible
condiments. the flower vase. for everyone in the table.
9. Set-up the bread Place it on the left side of the Make sure the logo is positioned
plate. fork when square or a on the top center.
rectangular table is used; or on
the top of a fork if a round table
is used.
10. Set-up the cups Place them on the right side of
and saucers. the cover, with a handle on a 5
o’clock position.
RATIONALE/ADDITIONAL
STEPS PROCEDURES INFORMATION
FOR LUNCH Same set-up as in breakfast
/DINNER except the following
modifications:
• No cup, saucer, sugar To avoid overcrowding the table,
and creamer are to be this should be set-up only at the
pre-set on the table. end of the meal-before coffee is
serve (if coffee is ordered.

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 These items will be set-up
before the coffee/tea is served
(if a coffee/tea is ordered) This will serve as under liner for
• Under liner/show plate the starters like appetizers,
must be set up on the soups and salads.
center of the cover.
11. Once the guest Check the order and place To avoid the blending of flavors,
has given his order, additional cutleries like a: set-up a separate cutlery for
complete the set-up. “soup spoon if a soup is each dish.
ordered, “a salad knife and fork
if there is no order salad,etc. The salad knife/fork must be
positioned next to the dinner
If an appetizer is ordered, set- knife and fork.
up an appetizer knife/fork or
cocktail fork whichever is Set the illustration next page.
appropriate for the order. This
should be placed on the right
side at the outermost part of the
cover.
If soup is ordered, set-up the
soup spoon on the right side,
next to the appetizer knife or
cocktail fork.

Set-up an additional salad fork if

a side salad is ordered.
If a dessert is ordered, set-up
the tea spoon or fruit fork
(whichever is appropriate) on
the top of the cover.

If there is an order of wine, set- Place the tea spoon/ fork on the
up the appropriate wine glass top of the cover, parallel to the
on the right side, beside the coffee/tea teaspoon.
goblet.

*View other resources on Standards of Table Setup and Do’s and Dont’s of Table Setting

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 Self-Check 3.1

A. MULTIPLE CHOICE: Select the letter of the correct answer.

1. It is an attribute to the preparation of a work place for ultimate service.

a. Table set-up
b. Mise-en-place
c. Chef-de-rang
2. It is a set of cutleries, glass, napkin etc., for one person, as used on a table.
a. Chef-de-rang
b. Table set-up
c. Mise-en-place
3. The following are standards of table set-up except ONE.
a. Neatness
b. Completeness
c. Timeliness
4. What does Mise-en-place means?
a. “fixing all together”
b. “getting all in one”
c. “putting in place”
5. Who headed each station in a large restaurant?
a. Waiter
b. Maitre’d
c. Chef-de-rang

B. TRUE or FALSE: Write T if the statement is true and F if the statement is false.

1. Check the stability of tables and chairs.

2. Place the dinner knife and fork 14 apart.
3. Place the water glass at the left of the cover above the dinner knife.
4. Tablecloth should be free from wrinkles, holes and stains.
5. Set-up centerpiece together with the salt and pepper shaker.

C. ENUMERATION: List down at least 5 “Standards of table Set-up”

Lesson-End Activity
JOB SHEET 3.1 Laying Covers/Table Setup

JOB SHEET 3.1

Title: Laying Covers/Table Set-Up

Performance Objective: Given the service tools and dining room/restaurant

equipment, you should be able to lay covers/table set-up following the correct
procedure.
Supplies/Materials: Table ware, silver ware, glasses, table cloth, table
napkins, accessories
Equipment: Dining room/restaurant equipment

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 Procedures: The following steps/procedures must be observed.
A la carte Breakfast:
1. Tables and chairs are in their proper position and are aligned
according to floor plan.
2. There are neither unstable nor damaged tables and chairs.
3. Table edges and corners follow a straight line; chairs are evenly
spaced.
4. All table ware, silver ware and glasses are immaculately clean and free
of finger marks and stains.
5. There are no chipped wares.
6. Salt and pepper shakers as well as sugar and cream containers are
properly filled.
7. Linens and napkins are clean and free of dirt and stains.
8. Placemats must be at the center of the cover.
9. Place silverware in a bar tray or wrap them inside a clean cloth napkin.
Never carry them with bare hands.
10. Place dinner fork on the left, dinner knife on the right. Hold them by
the handle not by the tines.
11. Set up the water goblet on top of the dinner knife, at a distance of ½
inch. Glasses and beverage items are to be set up on the right side to
be conveniently reached by the guests.
12. Position the folded napkin on top of the placemat or the showplate
(whichever is used)
13. Condiments must be place at the center, beside the flower vase.
14. Place bread plate on the left side of the fork when a square or a
rectangular table is used or on top of the fork if a round table is used.
15. Place cups and saucers on the right side of the cover, with the handle
of the cup in a 5 o’clock position.
Lunch/Dinner:
1. Same set-up as in breakfast except for the following modifications: no
cup, saucer, sugar and creamer are to be pre-set on the table. These
items will be set-up before the coffee or tea is served (if coffee or tea
is ordered. Underliner or showplate must be set-up on the center of
the cover.
Assessment Method: Demonstration, Observation

Performance Criteria Checklist 3.1

CRITERIA YES NO
1. Tables and chairs are in their proper position and are aligned
according to floor plan.
2. There are neither unstable nor damaged tables and chairs.
3. Table edges and corners follow a straight line; chairs are evenly
spaced.
4. All table ware, silver ware and glasses are immaculately clean and
free of finger marks and stains.
5. There are no chipped wares.
6. Salt and pepper shakers as well as sugar and cream containers
are properly filled.

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 7. Linens and napkins are clean and free of dirt and stains.
8. Placemats must be at the center of the cover.
9. Place silverware in a bar tray or wrap them inside a clean cloth
napkin. Never carry them with bare hands.
10. Place dinner fork on the left, dinner knife on the right. Hold them
by the handle not by the tines.
11. Set up the water goblet on top of the dinner knife, at a distance of
½ inch. Glasses and beverage items are to be set up on the right
side to be conveniently reached by the guests.
12. Position the folded napkin on top of the placemat or the showplate
(whichever is used)
13. Condiments must be place at the center, beside the flower vase.
14. Place bread plate on the left side of the fork when a square or a
rectangular table is used or on top of the fork if a round table is
used.
15. Place cups and saucers on the right side of the cover, with the
handle of the cup in a 5 o’clock position.

INFORMATION SHEET 3.2

DIFFERENT NAPKIN FOLDING STYLES

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

1. Explain the purpose of table napkin.

2. Be familiar with the different table napkin folds.
3. Identify what particular napkin folds are appropriate for such occasion.
4. Demonstrate the different types of napkin folding.
5. Perform the folds in the shortest time.

WHAT IS TABLE NAPKIN?

A table napkin is a piece of cloth, usually made out of linen, cotton and sometimes paper.
Table napkins are available in different materials, colors, patterns and sizes. Selecting the

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 appropriate table napkin depends on the level of formality of the meal. They can be purely
functional or accentuate a table setting.

Function:
• Table napkins are for wiping your mouth and hands while eating and drinking. They can also
serve as coasters and prevent moisture from beverages from marring the surface of a table.
Type:
• Table napkins vary from the formal, such as a vintage linen embroidered napkin, to the purely
functional, such as a square from a roll of paper towels.
Size:
• Common napkin sizes include cocktail, luncheon, dinner and formal. Cocktail size napkins
measure 10 by 10 inches, luncheon size measures 17 by 17 inches, dinner size measure 20
by 20 inches and formal size measure 22 by 22 inches.
Features:
• Colorful table napkins are a nice addition to any event involving food or drink. Paper napkins
embossed with details pertaining to the special event are common at weddings and other
formal parties.

NAPKIN FOLDING
A napkin when creatively folded enhances the look of your table and the dining experience.
Napkin can be folded in a number of attractive ways, so choose one that reflect your style and
personality. They can be shaped as a flower, a character, or some object. A well-folded and well-
placed napkin on the plate grabs the attention of the guests. Select napkins with threads that are
firmly woven such as cotton or linen because folds will hold better. You may also starch the napkins
lightly to make it easier to fold.

RULES OF NAPKIN FOLDING

• Use a clean surface to prepare your design fold.

• Make sure your hands are perfectly clean, and keep the manipulation of the napkin to the
bare minimum.
• If you are at all concerned about a particular napkin fold on the grounds of hygiene try using
gloves. Or, disregard that particular fold and choose something less elaborate.
• Always use a fresh napkin for the table. definitely, not the one you have practiced on.

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 • Never use an excessive amount of starch on napkins that are intended as part of a table
setting.
• Never use any hidden artificial means for holding together a napkin fold that is intended as
part of a table setting. A simple rule-if it does not hold on the third attempt, then it is just not
meant to be. Simply choose a different fold. The type of material you are using might have
something to do with it.
• Do not, under any circumstances, make use of metal objects such as pins, staples, or paper
clips on any napkin whether for table settings or for display purposes. These have the most
unfortunate habit of taking your customers or guests to hospital and yourself to court, should
any metal particles accidentally enter the food chain. Can you afford the risk?

IMPORTANCE OF NAPKIN FOLDING

The main function of the table napkin must never be overlooked. Consequently, some general
rules of hygiene are essential before embarking upon creating any type of napkin folding.

The health and safety rules are equally important in any napkin folding that is to be used as
part of a table setting or for any presentation area where food is to be displayed.

BASIC NAPKIN FOLDS

1. The Pyramid Napkin Fold

- This classy napkin folding technique is simple, fast,
and can be made easily with more napkins. If the
napkin being used is thin and flops easily then iron
it with light starch prior to folding and it will turn out
perfectly!

STEPS:
1. Lay the napkin face down in front of you.

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 2. Fold the napkin in half diagonally.

3. Rotate the napkin so the open end faces away from

you.

4. Fold the right end up to meet the far corner ensuring

the edge of this new fold lays on the centerline as
shown.

5. Repeat the last step with the left side, folding the left
tip up to the far corner, creating a diamond shape with a
seam running down the center.

6. Turn the napkin over again, this time keeping the

open end facing towards you.

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 7. Fold the napkin in half by bringing the farthest of the
diamond up and back to the nearest point.

8. Turn the napkin over again, this time keeping the

open end facing towards you.

9. Fold the napkin along the center seam and you have
a neat, sturdy pyramid. If your napkin won’t stand neatly
then you may need a little starch.

2. The Arrow Napkin Fold

- This method of folding napkin is very simple and
can be done with any napkin without a need for
starch. It adds a flowing, elegant look to your
table.

STEPS:

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

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 2. Fold the napkin in half and orient the open end.

3. Fold the far-right corner over to the center of the

side that is closest to you. The edge of this fold should
run down the center of the napkin

4. Repeat the last step with the other side, folding the
far-left corner in to rest along side the previous fold

5. Fold the right-flap out diagonally so that it’s outer

edge runs even with the far edge of the napkin.

6. Repeat the previous step on the other side, folding

the left-flap out diagonally to meet the far edge of the
napkin.

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 7. Slide the left and the right sides together, allowing
the napkin to bend at the farthest point. This will
cause the flat, center part to bow. Pretty easy.

3. The Bird of Paradise Napkin Fold

- This is a classic and classy napkin folding
technique that requires a stiff napkin. If you
don’t have any dinner napkins made of stiff
linen then a light starching should fix you right
up.

STEPS:

1. Lay the napkin face down

In front of you.

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 2. Fold the napkin in half.

3. Fold the napkin in quarters.

4. Fold the napkin in half diagonally, creating a

triangle.

5. Orient the triangle so the open tip is facing away

from you.

6. Fold the right corner diagonally towards you-

laying it down along the centerline of the triangle,
making a new tip pointing towards you. An iron can
make this important fold a whole lot easier.

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 7. Do the same with the left corner, fold it diagonally
towards you and press it down next to the previous
fold. Now you have a diamond.

8. Fold the two “wings” that you just made in folds 6

and 7 under so that you have your original triangle
shape back. Once again an iron can make a world of
difference.

9. Fold the triangle in half by bringing the center

seam towards you and allowing the ends to fall.

10. This bird’s almost ready to fly, but first you must
give it some feathers. While holding the base firmly to
keep your folds together, pull up the four “flaps”
created by the napkin’s corners.

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 11. Pretty cool fold, isn’t it? It makes you wonder if
there are people sitting around in basements
performing experimental napkin folds while the rest of
us are sleeping. This fold can be difficult if you don’t
use an iron or have a fairly stiff napkin so be
prepared to put a few minutes into making each one.

4. THE BISHOP’S HAT NAPKIN FOLD

- This is a classic dinner napkin fold, but it can be
difficult to line up the corners in the cap. Some
starch and an iron make it easier to be precise
while folding this one.

STEPS:

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

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 2. Fold the dinner napkin in half so that the open end is
towards you.

3. Fold the far-right corner diagonally towards you,

resting the point in the center of the side closest to you.

4. Fold the near-left corner diagonally away from you,

resting it so that lays right next to the previous fold.

5. Flip the napkin over and orient it so it points to the

far-left and to the near-right.

6. Fold the bottom half of the napkin up and away from

you, laying it so the far edges run on top of one
another.

7. Reach underneath of the napkin and pull out the flap

on the right, making the near-side come to two points
as seen in the picture.

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 8. Gently roll the left half of the left triangle over and
tuck it’s end underneath the right triangle.

9. Flip the napkin over, points pointing away from you.

10. Fold the right-triangle to the left, tucking it’s end

into the other triangle.

11. Open up the hat and press the material inside

down to fill it out so that it becomes circular, this may
take a little fidgeting.

12. There you go, now all you need is a little bishop to
wear it.

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 5. THE ROSEBUD NAPKIN FOLD
- This sophisticated cloth napkin design benefits
from stiff material or light starch. A hot iron will
also make it easier to be exact.

STEPS:
1. Lay the napkin face-down in front of you.

2. Fold the napkin in half diagonally.

3. Orient the napkin so the open end points away from

you.

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 4. Fold the far-right corner up diagonally so that the
point rests on top of the far corner. The edge of this
new flap should lay right on the center line.

5. Repeat step four on the other side, bringing the left-

most corner up to meet the far corner, creating a
diamond shape.

6. Flip the napkin over while keeping the open end

pointing away from you.

7. Fold the bottom of the napkin up about 3/4 ‘s of the

way as shown and press the fold down well.

8. Flip the napkin over.

9. Curl both sites up so they meet in the middle and

tuck one into the other.

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 10. Stand it up and straighten it out. If you have trouble
keeping the points even, break out the iron and back
track to the folds that mess up your alignment. Is it me
or do these look like Egyptian headgear?

6. THE CROWN NAPKIN FOLD

- Do you want your dinner guests to feel like
royalty but have no red carpet? Treat them like
kings and give them all crowns! Then you can
use this napkin to wipe the cheese out of that
introduction.
- This napkin folding design just doesn’t work well
without a little starch in the cloth. If it’s sagging
it’s ugly so make your time and get it right.

STEPS:
1. Lay the napkin face-down in front of you.

2. Fold the napkin in half diagonally.

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 3. Orient the napkin so the open ends are pointing
away from you.

4. Fold the right-corner up so that the point rests

directly on top of the middle-corner. The edge of this
new flap should lay on the center line of the napkin.

5. Repeat step-four on the other side, bringing the left-

most corner up to meet the middle-corner, creating a
diamond shape.

6. Fold the bottom of the napkin up about 2/4’s of the

way and press this fold down well.

7. Fold the smaller triangle down so the point rests on

the near edge of the napkin. Press.

8. Curl the left and right sides of the napkin up so they

meet in the middle and tuck one into the other.

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 9. Stand it up and tug at it where needed to even it up
and round it out. If your napkins are too limp then
think of starch as napkin and make them good and
stiff.

7. THE STANDING FAN NAPKIN FOLD

- Elegant and decorative, this is a classic napkin
folding technique. As usual, and iron helps but is
not necessary.

STEPS:
1. Lay the napkin face-down in front of you.

2. Fold the napkin in half and orient the open end

towards you.

3. Fold the napkin like an accordion starting at either

narrow end. Leave one end with 2-3 inches of unfolded
napkin to support the standing fan.

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 4. Fold the napkin in half with the accordion folds on
the outside.

5. Grasp the unfolded corners where they meet on the

open and fold them in diagonally. Tucking them under
the accordion folds.

6. Open it and stand it up. A beautiful fan for a beautiful

dinner.

8. THE ROSE NAPKIN FOLD

( Napkin folding for wine glasses or soup under liner )
- Despite looking fairly elaborate, this fold is an
easy one, and it can be done with almost any
variety of napkin. Display small bowls or
glasses on top of these, or use them as novelty
cocktail napkins.

STEPS:

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

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 2. Fold the two right corners of the napkin in so the
tips rest at the center.

3. Fold the remaining two corners of the napkin in so

the tips meet with the last two in the center.

4. Once again, begin folding the outer corners in so

they meet at the center.

5. Once all of the tips are folded you are left with a
square about ¼ the size of the unfolded napkin.

6. Flip it over.

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 7. Fold the corners in so they meet in the center and
then place something sturdy in the center, or hold it
with your fingers.

8. While maintaining downward pressure in the

napkin, reach underneath each corner and the flaps
to create petals.

9. Remove the center weight and your rose should

look as pictured here.

9. THE CANDLE FAN FOLD

- Sometimes you just need something a little
different. The candle fan stuffed into a goblet or
mug is very different. The larger the napkin that
you use, the longer the napkin the candles’ will
be.

STEPS:

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

2. Fold both sides in so they meet at the center. Press

the folds done well.

3. Take each of the four corners (now sitting at the

center of the far and near sides) and fold them out
diagonally, pivoting at the center of the napkin as
shown.

4. Starting at one end, tightly roll the napkin half way

along its length. The tighter the better.

5. Accordion-fold the other side of the napkin and

gather it together.

6. Fold the napkin in half with the roll in the middle.

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 7. Place it into your goblet of choice and you’re done!
Minimum, nothing like a crappy blue napkin to
demonstrate with, eh? Larger ones look much nicer.

10. THE DIAMOND NAPKIN FOLD

- Got some really limp napkins and want something
nice to make without eating up too much time?
Then this one’s for you, if you’re using thick / stiff
napkins then an iron will help.

STEPS:
1. Lay the napkin face-down in front of you.

2. Fold the napkin in half and orient the open end

towards you.

3. Fold the napkin into quarters

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 4. Fold the top-most layer of the napkin in half
diagonally-up and to the left.

5. Fold the next layer of napkin diagonally up and to the

left,

6. Repeat by folding up the next layer of napkin to a point

just before the last one.

7. And one last time with one last layer. Keep them as
uniform as you can.

8. Now fold both sides of the napkin under and in to

create an even, staggered diamond effect on the napkin.
Press it down as flat as possible and you’re ready for
guests within 60 seconds.

9. Now fold both sides of the napkin under and in to

create an even, staggered diamond effect on the napkin.
Press it down as flat as possible and you’re ready for
guests within 60 seconds.

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 11. THE CANDLE NAPKIN FOLD
- So you want something easy and elegant?
Something that looks nice and fancy but doesn’t
take a boat-load of time? Try this one on for size.

STEPS:
1. Lay the napkin face down in front of you.

2. Fold the napkin in half diagonally.

3. Orient the napkin so the open ends point away from

you.

4. Fold the long side up just about an inch. Press this fold
down well or it will interfere with the next step.

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 5. Starting at either end, tightly roll the napkin into
cylinder. Take care to roll it straight so it will stand solidly.

6. Tuck the end of the roll into the base and stand it up.
Put these matches down. It’s candle handle. Jeesh,
you’re just like a child.

12. THE TULIP NAPKIN FOLD

STEPS:

1. Iron the napkin flat.

2. Fold the napkin in a half diagonally.

3. Fold both layers of the top of the triangle down to the

bottom edge.

4. Take the right edge of the triangle and fold up at an angle.

Repeat ON THE LEFT side.

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 5. Turn the napkin over and finish by taking the lower flaps
and folding them up at an angle.

13. THE SILVERWARE NAPKIN ROLL FOLD

- This napkin fold is simple and takes up little space

on a holiday table.

STEPS:

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

2. Fold the napkin in half diagonally.

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 3. Orient the napkin so the longest side is toward you, and
then place the silverware on the inner edge of the long
side.

4. Fold both sides in and over the silverware. Do not

crease.

5. Tightly roll the silverware into the napkin.

6. There you are, easy peazy mac and cheesy!!..

*View other resources on Napkin Folding Procedures

Self-Check 3.2

1. Identify at least eight napkin folds and its procedures.

2. Discuss in not less than 100 words the purpose of table napkin.

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 Lesson-End Activity

Direction: Demonstrate the following napkin folds. You will be given 1 minute for each item.

TASK SHEET 3.2

Title: Napkin Folding

Performance Objective: Given the table napkins, you should be able to demonstrate
10 napkin folds according to its standard uses

Supplies/Materials: table napkins

Equipment: Display table

Mechanics:
Demonstrate the different styles in napkin folding.
1. Pyramid
2. Bird of Paradise
3. Bishop’s Hat
4. Rosebud
5. Crown
6. Sail
7. Candle
8. Goblet Fan
9. Butterfly
10. Bamboo Shute
Assessment Method:
Demonstration
Observation

Scoring Rubrics 3.2

Description Score

Demonstrated 100% of the procedures in napkin folding 5

Demonstrated 75% of the procedures in napkin folding 4

Demonstrated 50% of the procedures in napkin folding 3

Demonstrated 25% of the procedures in napkin folding 2

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 Did not perform the given tasks 1

INFORMATION SHEET 3.3

TABLE SKIRTING STYLES

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

1. Discuss the history of table skirting.

2. Determine the basic procedure of table skirting
3. Identify the basic rules of table skirting.
4. Demonstrate different table skirt.

The history of table skirts seems to consist of bits and pieces of information as well as a great
many educated guesses about the origin of covering the front of a table. Such seemingly unrelated
bits of information, some without documentation, are difficult to call a definitive history, yet, evidence
of table skirts in the past does indicate that the custom existed before the 20 th century. In 20th century
history and in 21st century custom, a banquet or conference table is nearly always skirted especially
if it is on a dais or raised platform. This custom probably grew from the inclusion of women in
ceremonial or business occasions. A desire to preserve modesty and aesthetic uniformity made the
table skirt a welcome addition to a well-dressed table.

While it was not a dining table but a dressing table that Thomas Chippendale designed in 1762,
he did include a fancy fabric skirt that concealed the legs of the table according to the The Providence
Journal. That table which included a mirror and resembled some contemporary vanity tables
apparently set a style that has endured in feminine settings for centuries. The table skirt is no longer
associated only with femininity, but the desire to preserve the continuous flow of design below a
tabletop is still a consideration.

When the custom of table skirts began, the skirt was always made of fabric. The style of early
table skirt is unknown but in 2010, there is no limit to style possibilities. Traditional fabric skirts maybe
plain, pleated in several ways or shirred. They may be decorated with lace, ribbons and bows or left
unadorned. Modern designers have created table skirts in plastic materials, metallic, tissue fabrics,
even raffia. It would be possible to find or create a table skirt to lend to any party theme or add to any
special occasion.

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TABLE SKIRTING

Like a skirt in wardrobe a table skirt is a way to dress up a table. Similar to tablecloths they
wrap around the edge of a table leaving the top uncovered. Chosen in a fabric to match existing décor
a table skirt adds style and function to a room.

Table skirts consist of two components, the cloth table topper and a skirt that fastens to the
table edge with clips, Velcro or snaps. Standard tablecloths are not sufficient for over -sized banquet
tables they shift, wrinkle and are rarely a proper fit. There is a table skirting solution for any table and
occasion. Various table skirting designs are suitable foe wedding receptions, business conferences
or holiday celebrations. Learn about the different kinds of table skirting and make you upcoming event
a stylish affair.

MATERIALS NEEDED IN TABLE SKIRTING

• Silence cloth
• Table cloth
• Skirting cloth usually 12 – 20 yards
• Top cloth
• Thumbtacks
• Pins

GUIDELINES FOR SKIRTING

• Be sure that the table legs are firm and in order

• Use clean and well-pressed linens
• Never use tailored pins
• Pins and thumbtacks must not be seen as much as possible
• Observe “Floor length” or the height of the skirt it should be an inch above the floor.
• There must be a balance of design
• Observe color harmony for linens used

KINDS OF TABLE SKIRTING:

1. Gathered or Shirred
➢ Gathered or shirred table skirts
are a popular choice due to the
simplicity and reasonable cost. A
gathered or shirred table skirt is a
fabric drape drawn together by
threads along the top hem
providing extra body to the skirt.
A tighter gather gives a table skirt
a full, ruffled appearance.

2. Knife Pleat

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 ➢ Knife pleats are one of the most
common kinds of pleating for
table skirts. A knife pleat is a
series of narrow, sharp creases
folded in the same direction.
Unlike gathered table skirts, knife
pleats create smooth, precise
lines down the length of the skirt.
The knife pleated table skirt is a
classic choice that is the least
expensive of the pleated variety.

3. Box Pleats
➢ A box pleat table skirt is made
from a sequence of back-to-back
knife pleats. Box pleated table
skirting is a good choice for a
professional conference or a
business meeting. The box pleats
have a more pronounced
projection than a a simple knife
pleat, adding dimension and
interest to business or formal
tables.

4. French Box Pleat

➢ Table skirting with French box
pleats provide even more volume
than standard box pleats. French
pleats are narrower than the
regular box pleats, giving the
bottom of the table skirting a fuller
appearance. French box pleats
work equally well in casual or
elegant settings.

5. Plastic

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 ➢ When budget and easy clean-up
are a priority, consider plastic
table skirting. Vinyl fabric can be
fashioned into a simple gathers or
knife pleats. Vinyl table skirting is
a cost-effective way to dress
tables for any occasion.

6. Fringe
➢ Fringe table skirting is a playful
addition to the party tables.
Metallic, tissue and raffia fringe
skirts have a number of
imaginative uses. This kind of
decorative fringe is a charming
substitute for table skirting and
serves as a festive wall border for
special celebrations. Natural
raffia table skirting is perfect for a
tropical or luau-themed event.
Raffia fringe works as hula table
skirting. tiki bar draping and funky
wall décor.

7. Swag
➢ Banquet, business or party tables
can be fitted with detachable swags
that are placed over any kind of
cloth table skirting. Swags are
commonly attached with overlap
clips that will flatten or damage the
table skirt pleating. Swags are an
easy way to dress up an otherwise
plain table skirt.

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 Types of Pleating

1. Sheer

2. Accordion

3. Box

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Quick Skirting Set-up Steps

Step 1: Place table topper over the table

Step 2: Place your clips over the table edge and topper, which is usually one clip per foot.

Step 3: Pick a starting point and attach your skirt to the first clip. Slowly work your way around the
table and attach the skirting to the remaining clips.

*View other resources on Guidelines for Table Skirting

Self-Check 3.3

A. ENUMERATION: Enumerate the 7 kinds of table skirting

1. ________________________
2. ________________________
3. ________________________
4. ________________________
5. ________________________
6. ________________________
7. ________________________

B. IDENTIFICATION: Identify the 3 types of pleat according to the pictures.

1.___________________________ 2. __________________________

3. ______________________________

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 TASK SHEET 3.3
Title: Table Skirting Styles

Performance Objective: Given the materials for table skirting, your group (2-3
members) should be able to demonstrate any of the 7 table skirting designs under time
pressure (1 hour)
Supplies/Materials: Silence cloth, table cloth, skirting cloth (12-20 yards), top
cloth, thumbtacks, ribbons, pins
Equipment: Display table
Mechanics:
Demonstrate the different styles in table skirting
1. Diamond style
2. Pleated box
3. Shirred pleat
4. Single pleats
5. Tulips
6. Scallops
7. Butterfly
Assessment Method:
Demonstration, Observation

Lesson-End Activity

Scoring Rubrics 3.3

Criteria 5 4 3 2 1
Speed
Neatness
Creativity
Originality

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 LEARNING OUTCOME 4

SET THE MOOD/AMBIANCE OF THE DINING

AREA

OBJECTIVES

The following skills and knowledge that needs to be developed to effectively set the mood
of ambiance of the dining area:

• Adjust light according to the time of the day

• Arrange tables, chairs and other dining room furniture to ensure comfort and convenience of
the guest
• Play appropriate music when applicable
• Clean and dry floors/carpets
• Adjust air conditions or cooling units for the comfort of the guest
• Set up decorations according to theme or concept of the dining room

INFORMATION SHEET 4.1

KEY POINTS TO BE CONSIDERED IN SETTING THE DINING

ATMOSPHERE

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

1. Discuss the key points in setting the dining atmosphere

2. Demonstrate the banquet set-ups

The total dining experience of the guests is greatly affected by the atmosphere of the place.
The mood or ambiance of the dining environment should reflect the time of day and the location, to
create an atmosphere that is consistent with the desired character of the establishment.

Creating the right ambiance for a restaurant can be a difficult task. Restaurateurs spend
millions of pesos to create the perfect ambiance in their establishments. Unfortunately, the money
spent on creating an ambiance can sometimes be lost through the operations of a restaurant
especially if it is inappropriate or not attractive enough to the taste of prospective clients.

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 While the actual design elements of the restaurant are usually out of the operating team’s
hands, there are still a lot of things that operations can do to enhance the ambiance. Setting the
right ambiance is of utmost importance for a great dining experience. Here are several things that a
general manager could do to ensure that guests will have a unique setting in which to enjoy their
meals.

• Lighting. Daylight or bright lighting is preferred for daytime meal services. Subdued light is
more appropriate for evening dining. Candlelight can enhance the mood for evening dining
but should not be used for daytime events. The lighting level is crucial in setting a
comfortable feel. The lighting must be dim enough to create an intimate and inviting feel, but
not so dim as to interfere with a guest’s ability to easily read the menu.
• Views. Tables should be set to take best advantage of the views from dining room, which is
subject to the limitations of space.
• Music. Background music may be appropriate in establishing a mood. In dining rooms
where music is played, special consideration must be given to the placement of tables in
terms to the volume of the music.
• Décor. The décor should be consistent to create a harmonious atmosphere. Color
selection plays an important part in the dining experience. Some colors are warm, others
cold, some are romantic and others are business-like. Individual waiters are often
responsible for the details. Live plants and fresh flowers, for example, make a major
contribution to the overall presentation and to the mood a room encourages. They must be
carefully placed, well-presented and well maintained.
• Communication. Let the staff know why the restaurant is designed the way it is. For
example, some are known for its chalkboards, famous quotes on the walls and classic rock
music. The team must know that the chalkboards are there as a tool to communicate food
and drink features and special events, the quotes convey the message of fun and irreverent
attitude and the music is to create an upbeat and comfortable atmosphere.

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Dining Room Furniture

In arranging a dining room separately or as a part of a larger room, the placement of furniture
can make a big difference on how you make guests at your table feel welcome. This can come as
a challenge, especially if furniture is moved from one dining room to another. Keep your focus on
ease and comfort.

Analyze your space

• Measure the dimensions of the room and draw a sketch of the space on grid paper, using a
scale. This planning is useful because of the relative inflexibility of furniture arrangement in
a dining room. The chairs need to be drawn up to the table, and this configuration
dominates the room.
• Assess the position of your planned seating arrangement and the location of the windows, to
prevent glare in the eyes of people seated at the table. Even if the dining room is used
mostly for entertainment, this can be a factor in the seating arrangement for weekend
luncheons or Sunday brunch.
• Walk through the mechanics of serving a meal from kitchen to dining room. This will help
you decide where to put serving or storage cabinets, so that you do not have to maneuver
around the chairs to the far end of the table in order to set down a heavy platter or other
serving dish
Furniture Arrangement

• Place the bulkiest piece of furniture first. While this may violate the classic vision of a table
centered under a lighting fixture, it allows for a more efficient use of the remaining floor
space than centering the table and then expecting to luck other furniture pieces against the
walls.
• Move a light fixture, if necessary, rather than struggling to place the table under it. This is a
more effective use of space and will certainly be less expensive than buying new furniture to
complete the setup.
• Put regularly empty chairs against the walls, in the corners or even in another room. Guests
will feel less hemmed in if there is no empty extra chair next to them. The meal will seem
more complete without empty places at the table.
• Incorporating a bench or even a window seat as part of the dining area allows you the full
complement of chairs. A bench seats a flexible number of people, especially children, and
may be the perfect solution for available seats if an unexpected guest comes along.
• Replace your square or rectangular table with an oval or round table that can be enlarged
with leaves. The absence of sharp corners increases place setting space and lets you
include more people at the table.
• Place décor collections in a glass-fronted corner cabinet or on wall-hung shelves. Serving
and dining surfaces need to be bare because they are used frequently. If your table seems
a bit stark, consider a low permanent centerpiece, such as a bowl full of colored glass balls
or a low-growing potted plant, which can be easily removed for a meal. Any centerpiece
remaining on the table for the meal, whether a flower arrangement or a cluster candles and
objects, should not be taller than 12 inches high, so as not to obstruct the diner’s ability to
see and hear each other comfortably.
• A bare floor and or low-pile washable carpeting makes cleanup easy for families with
children. Low-pile carpet or a rug can diminish noise in the room but should be large enough
that chair legs do not catch on the edges. The hard surface of tile floors may increase room
noise and potential breakage of dishes. Choose tile that does not absorb grease and other
stains easily.

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Creating room for movement

1. Leave a pathway between entrances

2. Avoid blocking the paths
3. Make sure all furniture and outlets are easily accessible

Placing Accessories

• Use paintings, mirrors and other size dependent items strategically

• Size rugs carefully
• Use high curtains
• Use symmetry

Ambient Sound

Sounds play an important role in influencing the mood and perception of the patrons. Even soft
music has an effect on the listener that can subtly improve the customer’s mood. Therefore, it is
important to select music that is both calming and appealing.

There are customers who are not in the restaurant to listen to music, so it is better to play
classical music. It is effective in creating a positive mood. An ambient sound will create a positive
image of your restaurant and customers will truly have the best dining experience.

Whatever your music selection is, always play it softly. It should be suited to the setting and
theme of the restaurant. On one hand, it should not be too soft that it can barely be heard and thus
fail to set the mood intended. On the other hand, with very loud music, customers will not be able to
converse easily. They may need to shout for them to be heard. Hence, the music should neither be
too loud nor too soft for a conducive dining experience.

Reasons for cleaning floors

• To remove the stains, dirt, litter and obstructions

• To remove grit and sand which scratch and wear down the surface
• To remove allergens, in particular dust
• To prevent wear on the surface (e.g. by using a floorwax or protective sealant)
• To make the environment sanitary even in the kitchen
• To maintain an optimum traction such as for dance floor

Methods of Floor Cleaning

The treatment of floors varies depending on the floor type. For safety, it is most important to
ensure the floor is not left even slightly wet after cleaning or mopping.

Sawdust is used on some floors to absorb any liquids that fall. The sawdust is swept up and
replaced each day. This was common practice in pubs in the past and is still used in some butchers
and fishmongers.

It used to be common to use tea leaves to collect dirt from carpets and remove odors.
Nowadays, it is still quite common to use diatomaceous earth or any cat litter type material to
remove infestations from floors.

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 There are also a wide variety of floor cleaning machines available today such as floor buffers,
automatic floor scrubbers and sweepers and carpet extractors that can clean almost any type of
hard floor or carpeted flooring surface in much less time than it would take using a traditional
cleaning method.

Wood Flooring

Wood flooring should be treated completely depending on whether it is waxed or oiled, or

whether it has a polyurethane coating. It is always important to determine the type of finish of a
wooden floor and its treatment. For instance, it is difficult to clear wood floorwax from a
polyurethane floor. Below are some simple cleaning instructions:

• Clear the floor of any furniture that is easy to move

• Sweep or vacuum all loose dirt and debris
• Mop the floor, along with the grain. If the floors are polyurethane, dampen a mop with water
and a few drops of dishwashing liquid. Be sure to ring out the mop thoroughly before using it
on the floor. Run the mop back and forth, going with the grain of the wood in smooth
strokes. If your floors are lacquered or shellacked, do not use water. Using soap can stain
the wood and cause buckling.
• Buff the floor with a soft cloth to remove any soapy residue. Cloth diapers work well for
buffing because they are very soft and absorbent.

Tile and Stone Floors

Nowadays, many modern kitchens, stairs and bathrooms have tile flooring that can be cleaned in
three simple steps:

• Dirt or dust should first be removed with a vacuum cleaner or a broom

• Have a floor cleaning solution or spray bottle for the appropriate floor. If you are cleaning
stone floors such as those made from marble, granite, travertine, etc., make sure the
cleaning agent states that it is for stones. An acidic tile cleaning solution can be used on
ceramic and porcelain floors.
• After spraying the tile or stone floors in a small area, use a mop to clean and scrub the
floors.

Carpet cleaning tips for long lasting carpet

Properly cleaned and maintained carpets will last twice as long. Learn the effective
strategies for keeping a carpet looking new and fresh for years.

Strategies:

1. Remove dirt. Dirt is like thousands of little blades that cut carpet fibers.
• Set the vacuum at the right height
• Vacuum often to protect carpet
• Start with a clean bag or filter
• Vacuum at a high speed
• Use walk-off mats

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 2. Choose a truck-mounted equipment rather than portable steam cleaning equipment
because it exhausts the dirty air and humidity outside. Its stronger suction leaves
carpets drier too.
3. Do it yourself (DIY) right.
• Clean the carpet before it becomes really dirty
• Vacuum well before and after cleaning
• Pre-treat stains and high-traffic areas
• Mix a drop of detergent with hot water in a spray bottle, lightly mist the dirtiest
areas. Let sit for 5 – 10 minutes before starting the general cleaning
• Remove or elevate furniture to prevent rust from metal caste or stains from
paint and finishes from transferring to damp carpet
• Do not over wet the carpet. Make only one pass with soap and water
solution. Make one pass with the neutralizing rinse solution.
• Let it dry thoroughly
4. Clean stains right away.
• Do not dig or scoop food spills. Digging or scooping can stain the carpet. If
there are solids on top of the stain, use a spoon or dull knife to carefully
scrape the food toward the middle of the spill and into a white towel and then
treat the stain.
• Remove the stain immediately.
• Try water first, 80% of stains can be removed using plain water.
• Do not rub or scrub. Scrubbing a stain will damage the fibers and create
fuzzy area. Be patient. Work water gently into the spill and then blot with a
dry cloth. If you are patient, you will almost always be able to remove the
stain. On tough spots, try vinegar or club soda. If water does not work, try a
white vinegar and water solution with equal amounts of club soda before
trying commercial cleaning products. Test commercial product first. Some
products can cause carpet to accumulate dirt faster or can damage the
carpet’s color and texture.

Keep Cool with Air Conditioners

Most home and office needs an air-cooling system to feel comfortable during hot and
humid summer weather. Under intense conditions, air conditioners may keep the elderly
and other people, especially those with sickness or those susceptible to illness safe from
health problems caused by heat.

Today, many air conditioners that offer various models are available. The
manufacturers of these air conditioners are required to meet certain standards and undergo
strict quality check before they are made available to public.

Points to Consider when Buying Air Conditioner

If the room is in rectangular or square-shaped, just multiply the length and width. For
other shaped-rooms, multiply the length with its width and divide it by two. After getting the
measurements, you may now determine the cooling capacity the room needs. It is
advisable that a 17 – 19 sq.m room, a 1 horsepower (HP) air conditioner is sufficient.

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Experts say that 1 HP is sufficient to beat the heat. So the higher the area to be ventilated,
the greater HP is needed.

Keep in mind that air conditioners are measured using the Energy Efficiency Ratio
(EER). The higher the EER, the more efficient the unit is. Each increase of 1.0 EER is
equivalent to 10% in energy efficiency. So the highest EER provides extreme cooling
capacity. If you want to know more about EER details, it is usually found on Energy Guide
of the unit you want to purchase. The comfort of our guest is a key element during their
stay or during dinner. Ensuring a high degree of environmental well-being should be one of
the main goals. The real challenge is to meet this need with an air conditioning system that
is reliable and is energy efficient.

*View other reources on Banquet Setups

Self-Check 4.1

A.True or False. Write TRUE if the statement is correct and FALSE

if it is incorrect. Write the answers in your activity notebook.

_______ 1. Creating the right ambiance for a restaurant is an easy task.

_______ 2. Subdued light is more appropriate for evening dining.
_______ 3. Color selection for decors plays an important part in the dining experience.
_______ 4. Adjusting cooling units or air conditioners should be done for the comfort of
the guest.
_______ 5. For safety, it is most important to ensure the floor is not left even slightly wet
after cleaning or mopping.

Lesson-End Activity

TASK SHEET 4.1

Title: Banquet Setup Styles
Performance Objective: Given the materials and equipment for setting the mood of
ambiance of the dining area, your group (2-3 members) should be able to demonstrate
banquet setup styles.
Supplies/Materials: Table appointments, table cloth, table napkins, decors, carpet,
tiles and floor cleaners/scrubbers, brooms, live plants and fresh flowers
Equipment: Dining room furnitures, lights, music/sound equipment, Air cooling system
and vacuum cleaner

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 Scenario for the Procedure:
Abigail is a newly hired server in a restaurant. She is on probation for one month
as a waitress and needs to meet the expectations of her supervisor. She needs to
perform the following tasks:
1. Adjust light according to the time of the day
2. Arrange tables, chairs and other dining room furniture to ensure comfort and
convenience of the guest
3. Play appropriate music when applicable
4. Clean and dry floors/carpets
5. Adjust air conditions or cooling units for the comfort of the guest
6. Set up decorations according to theme or concept of the dining room
Assessment Method:
Demonstration, Observation

Scoring Rubrics

Description Score
Performed all the six skills independently, accurately and correctly 5
Performed 4 to 5 skills independently with few inaccuracies 4
Performed 2 to 3 skills independently but with many inaccuracies 3
Performed 1 skill without confidence 2
Did not perform any skill at all 1

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 INFORMATION SHEET 4.2
TABLE CENTERPIECES AND FLORAL ARRANGEMENT

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

1. Identify the possible flowers and fruits to be used for table centerpiece
arrangements.
2. Identify the materials needed for table centrepiece flower and arrangements.
3. Demonstrate floral arrangement.

Preparing a table is a very rewarding experience but sometimes it may seem a little
daunting, especially if you are catering a large group of people.

Learning the art of arranging the flowers and fruits for a table centrepiece in this module
can help you overcome these worries and will enable you to lay the table correctly both
formal and informal dinner parties.

Table Centerpieces

A table centrepiece is an important item for a display, usually in a table setting.

Centerpieces help set the theme of the decorations and bring extra decorations to the
room. A centrepiece also refers to any central or important object in a collection of items.

Centerpieces are made from flowers, candles, fruit, candy, favors and even goldfish
swimming in a bowl. A centrepiece can be made from anything that fits with the events’
theme.

Three main categories for placement of centrepieces

• The arrangement is placed in the center of a table with guests seated all around.
• The arrangement is placed at the ends or at one side of a table.

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 • The arrangement is seen from three sides and is designed for buffet tables
where no one is seated, but where food and beverages are served.

(a) (b)

(c)

Fig. 4.2-1 Table Centerpiece Placements

In the first category, the arrangement is created to be viewed from all sides. It is fairly
low, below chin level, so diners can see each other. Focal flowers are placed throughout
the design and a few line flowers extend above eye level for contrast. Candles should
either be very short or very tall so they don’t block conversation or isolate guests.

In the second category, where the floral arrangements are spaced at the two ends of a
long table or where one bouquet occupies the center at one side of a table, the size of the
arrangements can be much larger. They occupy space normally occupied by one seated
guests.

Since there are no individual place settings at a buffet, the floral composition should be
in scale with the size of the table and the amount of food being served. A very large buffet
table may use a large arrangement place in the center towards the back with two smaller
ones echoing the colors and style of the main design at either ends.

Floral Arrangements

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 Flowers are the most common type of centrepiece used in the industry. Although
seasonal, and some of the varieties are now available throughout the year, you needed to
adapt some of the possible alternatives on what kind of flower you are going to use. Some
flowers may take longer time to open while other may live only for a short time. So there is
a need to organize a flowers ahead of the desired party.

But before we go to our hands on, let us first see some of the principles and basic
knowledge in flower arranging.

PRINCIPLES OF DESIGN IN FLORAL ARRANGEMENT

Below are some of the considerations needed in our floral centrepiece:

• Form – form is the shape of your arrangement. There are eight basic flower
arrangement forms, they are: arc, circle or oval, curve or crescent, right angle, S-
curve or Hogarth’s curve, triangular, horizontal and vertical.
• Accent – accents are like the things you put into your arrangements to make it more
interesting to the viewer.
• Texture – texture is the condition of the materials you use in your flower
arrangement whether you use shining material or dried material.
• Contrast – contrast, in other words, opposite and opposite attracts. If you want to
use dark-coloured flowers, don’t use all dark coloured ones.
• Space – space is referring to the gap within the arrangement. These spaces are
sometimes purposely made, for example, in Ikebana, less flowers is used in the
arrangement thus giving more space in the arrangement.
• Light – the element of light can improve the appearance of your flower arrangement.
Different coloured lights can have different effects.
• Harmony – harmony is all elements come together to create unified look for your
arrangement. Harmony is about balance. All things in the arrangement must be
balanced. Colors, size, proportion, weight, etc.
• Balance – is your arrangement symmetrical or assymmetrical? If symmetrical, it
must look the same at whichever angle you look at it. That is a good symmetrical
design.
• Proportion – proportion is the amount of flowers you want to use in regards to the
other materials you would like to use in the same arrangement.
• Scale – the scale is the size of the arrangement relative to the size of the container.
• Weight – a good flower arrangement must stand on its own. It must stay at its place
without easily being turned over. In this case, that flower arrangement has a good
physical weight.

THE MATERIALS NEEDED

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 Here are the list of materials used, including items such as fabric, card, plastics and
paints or flower foliage. The names of the flowers given will generally be the ones most
commonly used by florists.

The varieties listed are just a guideline and can be substituted if there are unavailable or
changed for a different color scheme. The amount of flowers to be used need to be
adjusted if you use a larger or smaller container, or if you create a different size display.

Here is a collection of some of the equipment you will need for the projects:

• Floral foam Reel/Stub wire

• Brushes Paints
• Chicken wire Dried roses
• Ruler Wreath-frames
• Ribbons Stencils
• Glue/Glue gun Pens
• Paper rolls/plastic knives Plastic bags
• Floral wire Floral fix
• Cutting board

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 Fig. 4.2-2 Materials/Equipment Needed

(cutting tools, equipment for handling material, floral foam and floral containers)

TYPES OF FLOWERS USED

It is not enough that we buy all the beautiful flowers in our eyes. First, we must
complement our materials of choice for the event and of course, know what to put in our
arrangement.

• Mass Flower – Mass flowers are the center of attention of a flower arrangement.
They are usually a big flower on a single stem. And they are usually round in
shape. They are also called “focal” flowers because of the focus they attract to
viewers. Examples of mass flowers are magnolias, roses, tulips, sunflowers, daisies
and daffodils.

• Filler Flower - Filler flowers are used to fill up the empty spaces in an
arrangement. They are usually inserted last, after the mass flower and line flowers
are in place. The empty spaces created are filled using filler flowers. Filler flowers
are clusters of multiple flowers in a single stem. They make your bouquet look
fuller. Examples are like baby’s breaths, dianthus, pompon asters, feverfews and
ferns.

• Line Flower - Line flowers define the shape of the arrangement. They give the
arrangement its height and width. And therefore, they are usually placed first in the
flower container. Line flowers are usually tall flowers like cattails, delphiniums,
snapdragons, gladiola and stock.

PRE-DESIGN TREATMENT

Here are some guidelines before we go to our basic arrangements:

• Scrub plastic buckets and vases with detergent and rinse thoroughly. Rinse again
with a mild solution of bleach: one cap full per gallon of water.
• Fill a clean, plastic storage bucket half full of bottled or purified water and the proper
amount of preservatives. Allow the water to sit for a half hour so trapped air can be
released, and so the water can reach room temperature.

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 • Trim off all broken, dying, diseased, wilted or damaged flowers and leaves. This is
preparation for arranging as well as for cleaning off bacteria producing plant material.
• Remove the lower leaves from the stems.
• Make the stem ends even, then hold them several inches underwater. Cut 1” from
the bottom of the stems.
• Flowers need to hydrate in a preservative solution to replace moisture lost during
cutting and handling.
• Keep them in a cool, well-ventilated place (never in direct sun) while they drink up
the preservative through freshly cut stems. Allow to sit for six hours or so (or
overnight) before placing them in their “designer home”.

THE EIGHT BASIC ARRANGEMENTS

Now, that we know already the basics, let’s move on to our main event, the
arrangement.

HORIZONTAL ARRANGEMENT

1. Using a relatively shallow container, anchor foam with a lot of glue or use anchor
pins, and position sprays of line flowers to establish the shape of the design.
2. Insert focal flowers in the middle so they gently droop over the lip of the container on
both sides, reach towards the line material and extend on either side of the middle.
Leave room for filler flowers.
3. Fill in and around focal area with filler flowers and foliage.

VERTICAL ARRANGEMENT

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 1. Wedge or secure foam in a vase with hot glue. Cut the
stems of the tallest flowers or leaves to reach three or four
times the height of the vase.

2. Place the focal flowers vertically within the diameter of

the vase.

3. Fill in the areas as needed with filler flowers.

TRIANGULAR ARRANGEMENT

1. Secure floral foam. Determine the vertical height and horizontal width with the
smallest line flowers and/or leaves. Make the height higher than the width. Position

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 the largest focal flowers in the heart of the arrangement and slightly lower to give
weight and balance.
2. Position the largest focal flowers in the heart of the arrangement and slightly lower to
give weight and balance.
3. Fill in with the filler flowers and foliage keeping within the triangular shape.

CRESCENT ARRANGEMENT

1. Secure foam in container. Determine length of crescent and insert curved line
flowers or leaves to follow the crescent form. Angle the shape to balance in the
container.
2. Insert the focal flowers fairly low in the bowl to achieve balance, stability and depth.
3. Fill in around the focal flowers with smaller flowers and foliage. Place wisps of filler
flowers that gracefully taper off the ends.

OVAL ARRANGEMENT

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 1. Secure the floral foam.
Determine the height with line
flowers, then frame in the outer edges
of the oval shape with light colored
flowers and foliage.
2. Place the largest, strongest or
brightest flowers in the focal area.
3. Fill in around the larger
flowers and leaves with the filler
flowers.

MINIMAL ARRANGEMENT

1. Adhere foam to container. Insert

vertical line flowers to determine the height
and secure the horizontal line flowers to
give the basic outline of the arrangement.
2. Place the focal flowers.
3. Fill in with filler flowers as needed.

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 LAZY “S”/HOGARTH’S CURVE

1. Anchor the foam securely. Bend the stems gently into graceful curves and insert
them in place so they balance.
2. Add the focal flowers following the lines of the upper and lower curves.
3. Cluster filler blossoms and foliage around the central flowers maintaining the rhythm
of the “S”.

FREE STANDING ARRANGEMENT

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 1. Fill a shallow container with foam that extends one inch over
the

top. Secure the foam with hot glue, floral clay or floral tape.
Define

the shape of the design with the line flowers and leaves.

2.Place the focal flowers and leaves, turning the vase as you go
so

all the sides are even.

3.Add filler flowers to integrate the design.

*View other resources on Principles of Design in Floral Arrangement

Self-Check 4.2

Direction: Answer the following questions in your activity

notebook.

1. What is a table centrepiece and how it is important in table setting?

2. How are table centrepieces placed in different table setups?
3. What materials are typically used as table centrepieces?
4. Enumerate the principles of design for floral arrangement.
5. Identify the materials needed for floral arrangement.
6. What are some of the basic designs in floral arrangement?

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 Lesson-End Activity
TASK SHEET 4.2
Title: Floral Arrangement
Performance Objective: Given the materials for floral arrangement, your group (2-3
members) should be able to demonstrate under time pressure any of the basic designs.
Supplies/Materials: Floral foam, brushes, chicken wire, ruler, ribbons,
glue/gluegun, paper rolls/plastic knives, floral wire, cutting board, paints, dried roses,
wreath frames, stencils, pens, plastic bags, floral fix
Equipment: Display table

Mechanics: Demonstrate any of the different designs in floral arrangement

1. Horizontal arrangement 5. Oval arrangement
2. Vertical arrangement 6. Minimal arrangement
3. Triangular arrangement 7. Lazy “S”/Hogarth’s curve
4. Crescent arrangement 8. Free standing
arrangement
Assessment Method:
Demonstration, Observation

Performance Criteria Checklist 4.2

Criteria 5 4 3 2 1
Form
Accent
Texture
Contrast
Space
Light
Harmony
Balance
Proportion
Scale
Weight
TOTAL

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 Post-Test

Direction: Read the questions carefully and write the letter of the
correct answer in your activity notebook.

1. They offer coffee, snacks and often light meals to supper items?

a. fine dining restaurants c. coffee shops

b. casual dining restaurants d. fast food restaurants

2. __________ oversees food and beverage operations in all outlets

a. receptionist b. waiter c. supervisor d. manager

3. __________ connection between different service area

a. liaises b. room number c. desired service time d. orders

4.. __________ dining room helper and runner

a. receptionist b. buss boy c. bartender d. captain
5. __________ prepares and serves drinks of the guest
a. receptionist b. buss boy c. bartender d. captain
6. __________ connection between different service area
a. liaises b. room number c. desired service time d. orders
7. __________ best tip of the waiter
a. attitude b. gratitude c. money d. foods
8. __________ the range of food items serve in the establishments
a. dessert b. salad c. menu d. appetizer
9.Which of the following will you explain to the customer in upselling an appetizer?.
a. its ingredients and preparation c. its taste
b. The method of cooking d. its color
10.Which of the following will not help you in upselling products?
a. Taste menu items c) give vivid descriptions
e. Study the menu d) mention the ingredients
f.

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 QUARTER 2

LESSON 2

WELCOME GUESTS AND TAKE FOOD AND

BEVERAGE ORDERS

OBJECTIVES

Expected Outcomes

At the end of this lesson you should be able to:

LO1 Welcome and greet guests

LO2 Seat the guests

LO3 Take Food and Beverage Orders

LO4 Liaise between kitchen and dining room area

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 Pre-Test

A. Directions: Read the statement carefully then choose the

best answer from the given options.

1. You are the assigned receptionist in the restaurant. A male customer is

coming as the first customer on that day. What will you do first?
a. approach the customer and lead the way to his table
b. open the door and greet him with a pleasant smile
c. welcome him with a smile and call a waiter
d. wave your hand and point where to go

2. A young lady entered the restaurant. However, all tables are already
occupied. As a receptionist, what will you say to the lady?
a. “I am sorry, Miss. All seats are occupied at the moment. Would you mind
waiting at the lounge?
b. “I am sorry, Ma’am. All seats are full at this time. Would you want to have
a drink while waiting?
c. “I am sorry, Ma’am. All seats are occupied at the moment. Would you
mind waiting at the lounge for about five minutes?
d. “I am sorry, Miss. All seats are occupied at the moment. Would you want
to wait or not?

3. Which of the following should be done prior the arrival of a customer who
has made a reservation?
a. Place the food on the table c. prepare the food
b. Prepare the table d. cook the food

4.which of the following is appropriate to say if the customer has no

reservation?
a. may I know how many we are expecting, sir, Ma’am
b. table for how many persons, sir/Ma’am
c.how many are you sir/Ma’am
d. table for two or three?

5.What will you say to the customers or guests if you think or feel that they are
now ready to order?
a.may I take your order now sir? c) are you ready to order sir?
b.do you want to order now sir? d) what is your order sir?

6. if you have four customers and one of them is a senior citizen who is
physically weak, where should he or she be seated in the restaurant?
a. in the corner or side of the wall
b. close to the hostess station
c. against the wall

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 d. near the door

7. What will you do after escorting and seating the guests at their table?
a. Unfold the napkins and place them gently on each of the guest’s lap
b. present the menu with a pleasant smile
c. take the order cautiously
d. make suggestive selling

8. Why do we need to lead or guide two customers to a two-seater table?

a. Because there would be no space for four customers
b. Because there could be space enough for them
c. Because it may affect the profit of the day
d. Because they are only two

9.Which of the following is the list of all food and drinks being presented to the
guests for their choice?
a. electronic tablet order
b. order slip
c. menu
d. POS

10.Which of the following type of menus offers a complete meal with a fixed
price?
a.table d’hote c) du jour menu
b.a la carte d) cycle menu

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 LEARNING OUTCOME 1

WELCOMING AND GREETING THE GUEST

OBJECTIVES

The following skills and knowledge shall be the focus of this module:

- Acknowledge guests as soon as they arrive at the restaurant.

- Greet guests with an appropriate welcome
- Check details of reservation based on established standard policy.

Lesson Information 2.1

Welcoming and Greeting the Guest

Have you ever experienced dining in a restaurant? What have you observed when you
entered a restaurant?

The arrival of the guests into the dining room or restaurant is equally important as the meal
itself. Therefore, it is very important that you properly welcome and greet guests
accordingly as this may affect their dining experience. The guests might not dine at the
restaurant again if you do not treat them properly.

The person who welcomes or greets guests in the restaurant is called a receptionist. They
also known as a host or hostess. A receptionist should be well groomed and be present at
the entrance of the dining room or restaurant. He or she must greet the guests with
enthusiasm and be respectful at all times because he or she is the first contact of the
guests. Whatever impression he or she gives will definitely set the mood for the dining
experience. A sincere greeting will put the costumers at ease and start the service on a
positive attitude. Welcoming or greeting the guests can also be done by a head waiter.

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 Points to remember in Welcoming Guest

1. When guest arrive, open the door (if there is one). Walk towards the guests, make
pleasant eye contact and welcome them with a pleasant greeting. Address them
with the appropriate greeting for the time of the day. As follows

00:00 - 11:59 G
̎ ood morning”

12:00 - 06:59 ̎ ood afternoon̎”

G

07:00 - 12: 59 G
̎ ood evening”

2. Use the guest's name when you know. Try to call the guest by name; e.g., Good
morning Mr./Ms.________, how are you? ̎’ or ̎Welcome to (name of restaurant),
Mr./Ms. (name of guest).
3. Be aware of the guest as they come into the dining room or restaurant. If you are
Still busy with another guest, acknowledge the new guest by making eye contact
And saying, I will be right back with you ̎ or a simple hand gesture or smile will do.
It is very important that guest is acknowledged right away to avoid embarrassment
on the side of the customer. Also, by recognizing them immediately, you have made
them feel important.
4. Extend assistance to the guest as much as possible. Ask if they need assistance
(e.g. folding umbrellas, removing the, among others) helping guest creates a
welcoming atmosphere.

5. Check for any reservation. Politely ask if they have a reservation. If they do. Ask the
guest name guide them to the reserved table. Make sure their table is prepared in
advance. If the guest has no reservation, ask how many are dining and ask their
preferred section in the dining room/restaurant (e.g. Smoking or non-smoking Near
the window, corner table, among others) and also ask them to wait while you check
on the tables' availability. In case there is no available table, politely inform the
guest and ask them if they can wait for a while for a while at the lounge. Be honest
about the length of the waiting time or period to avoid bad impression from the
guests. Explain to the guest that there will be a table ready in a few minutes or that
the tables are currently being cleared and set. If you anticipate a long waiting time
or period, you many offer complimentary drink and lead them to a place where they
can wait comfortably. Once a table is available accompany them immediately to the
table. Lead the guests towards the table. Do not walk too fast when leading the
guests to their table. Say to the guest: ̎This way, Madam/Sir̎ with palms open. Walk
a little a little ahead when escorting them to their table, until they are seated.
6. Pull the chair out for the guest (ladies first). Then, endorse the guests to the captain
waiter.
7. The hostess/reception leaves the table once the captain waiter or the waiter the
guests' table to offer the before Dinner drinks.

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 Basic Phraseologies for Welcoming and Greeting Guests

As a beginner, before you can welcome and greet the guests correctly, here are the basic
phraseologies that you can follow.

• Good morning/afternoon/evening, Sir /Ma’am or Mr._________or Ms._______.

Welcome to_________ (name of the restaurant).
• If they have made reservation, be sure that the table is prepared in advance and
say, we have prepared a nice table for your party Ms.__________̎This way please ̎.
If none, say How many are we expecting in the party, sir/madam? This way please.
• Guests are led to their table with palms open. This way please
• Before the guest are seated ask will this table be alright for you?
• If the guest is a patron or a regular customer, welcome him back. You might say
Welcome back Mr./Ms.________We are glad to see you again, Ma’am/Sir.
• If the outlet is full and there is no available table. I am sorry Ma’am /Sir but all the
tables are occupied at the moment. Do you mind waiting at the lounge for
about_____and I will call you the moment we have a table available for you?
• If the waiter or Food and Beverage Service Attendance (FBSA is not yet available
to attend to the guest, the receptionist shall tell the guest: The waiter / Food and
Beverage Service Attendant (FBSA) will be with you in a short while.
• In a banquet, when is an excess in the expected number of guests and all seats are
occupied, say I’m sorry Ma’am /Sir, we have an unexpected excess in the number
of the guest and all seats are already Occupied. However, our staff is already
preparing additional tables and chairs. May we request you to wait at the lounge for
a while and I will call you when your tables are ready.

You may search online references to further enrich your knowledge and understand
on how to Properly welcome and greet guest as they visit your restaurant.

Self – Check 2.1

Answer the following question in your notebook.

1. Why is it important to welcome and greet guests?

2. Is it important to know the name(s) of your guests? Why or why not?
3. How would you handle guests who come in without any reservation to?
Wait for a table.

Task 2.1a

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 Welcoming and Greeting a Guest

Watch a video presentation about welcoming and greeting a guest. You may have
experienced eating in a fine dining restaurant and have observed happenings relative to
welcoming and greeting a guest. Make a narrative report while taking into considerations
the following question

1. Is the reception well-groomed?

2. Was the door opened for the guest?

3. Were the guests acknowledged properly as soon as they arrived in the

restaurant?

4. Was guest greeted properly and appropriately?

5. Did the receptionist make eye contact when welcoming /greeting guest?

6. Were the guests greeted with a sincere smile?

7. Were the guests who had prior reservations immediately escorted to their
table?

8. Were the guests without reservation immediately escorted to their table?

9. Were the guest who were made to wait advised on how long they will wait
for an available table in the dining area.

10. Were all the guest escorted to their table.

Food and Beverage Service NCII Page 156

 Activity 2.1b

The Restaurant Host/Hostess

Role play the following scenarios in a restaurant. Perform the role of a

Restaurant Hostesses/Host as you welcome and greet guests in the following situations.

Situation 1

Mr. and Mrs. Santé will celebrate their wedding anniversary. They decided to
have a simple dinner party with their family and close friends at Angels Restaurant. They
made reservations via telephone two days before the party.

Situation 2

A group of five young professional decided to dine in at JMF Restaurant. They

made no reservations. Unfortunately, there was no available table when they arrived at
the restaurant.

Performance of the learners will be rated using the rubric

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 Assessment

Criteria Excellent Very Satisfactory Needs Total

(5pts) Satisfactory (2pts) Improvement

(3pts) (1pt)

Guest are
acknowledged as
soon as they arrive.

Guests are greeted

with an appropriate
welcome.

Details of
reservations are
checked based on
established
standard policy.

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 LEARNING OUTCOME 2

SEAT THE GUEST

OBJECTIVES

The following skills and knowledge hall be the focus of this module:

• Escort and seat guests according to table allocations

• Utilize tables according to the number of party

• Seat guests evenly among stations to control the traffic flow of guest in the dining room

• Open cloth napkins for the guest when applicable

• Serve water according to the standards of the food service facility.

Lesson Information 2.2

Escorting and Seating the Guest

After you have recognized the arrival of the guest and have welcomed and greeted them
properly, you have to escort them to their table.

Tips on seating guests

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 • Escort and seat guest according to table allocations.

• Utilize tables according to the number of party.

• Seat guest evenly among stations to control the traffic flow of guest in the dining room

• Open cloth napkins for the guest when applicable

• Serve water according to the standard of the food service facility

The manner on how customers are seated should contribute in making favorable
impressions. Courtesy and care should always be present. Different seating arrangements
should be made for different types of guest consideration should be given to the following:

(a) customer who prefer smoking or non-smoking area

(b)customer with small children
(c) customer with special physical needs, and
(d) customer with communication difficulties

From the reception area, lead the guest to their table. As a receptionist, show the way with
open hands and at the same time say “This way please Mr./Miss (name of guest) as you
escort them, you may walk side with guests, or short distance in front of them, at a
comfortable place.

Be considerate of elderly or handicapped guest when leading the way as the pacing must
not be too quick.

If the guest did not make any reservation, the receptionist should ask how many they are
in the party. If there is still a vacant table to accommodate them, you have to lead them to
the table D’hôtel

As a receptionist or Maître D’hôtel, you have to consider the following when assigning
tables or seats to customers.

• First, accommodate the guest’s preferences (e.g. smoking or non-smoking, bar,

booth, garden, among others) whenever possible. If not possible, apologize and
offer what is available.

• Consider the expectation number of the guests in the party and assign them where
they have enough space to sit on.

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 • For groups with kids, position them in the corner or wall side. Offer cushions or
booster seats. For couples, assist them to the seats with the best view.

• Special care must be given to persons with mobility difficulties. A guest that has
trouble walking e. g senior citizens or one who has a limp should be given a seat as
close to the hostess station as possible. offer assistance without seeming
overbearing and avoid drawing unnecessary attention to them.

• Ladies must always be seated first against the wall if any. Pull out the chairs for them
if they let you. This is a nice school gesture that is often forgotten. Push the chairs
gently after they are seated.

• For groups where there is a host or hostess, or where there are assigned seats for
the guest, it is customary to seat the host/hostess last.

• As soon as all the guests have been seated the receptionist must now introduce the
captain waiter/waiter the receptionist should inform the captain waiter/waiter about
the guest’s special request (if there is any) or important information such as guest’s
allergies. She then wishes the guest a pleasant meal and leave accordingly.

• The captain waiter/waiter should make good eye contact and stand erect as he, she
welcomes the guests to the restaurant, depending on the establishments policies.
He/She Should introduce himself by name, Hi I am (name), and I will be your Food
and Beverage Service Attendant. Please let me know if there is anything I can do to
make your dining experience more enjoyable Reading the guest comfort level and
perhaps the occasion helps personalize and adjust service to specific needs of the
party.

• When all the guest is seated, the food and beverage service attendant (FBSA)/waiter
unfolds the napkins and gently places them on each of the guest laps. Minimum
handling of the napkins must be ensured. He/she be very careful not to touch.

• Any body part of the guest while laying the napkins. He/she should check the body
language of the ladies if they are uncomfortable, he/she must refrain from laying the
napkins on other laps. He/she can put them on the hand rest of the chair. Some
guest may prefer to unfold their napkins themselves.

• While waiting to take the orders water bread rolls may be offered to the guest.

In additional to the give information, the following are some tips seating the guest.

• Avoid the use of a four-seat table for one or two people unless there are no other Tables
available and obviously no smaller table will be available soon.

• Loud noisy parties may be placed in private rooms or toward the back of the dinning

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 Room to avoid disturbing others guest.

• Elderly or handicapped persons may wish to be near the entrance of the room to avoid
a long walk.

•Young couples prefer quiet corners with good view.

• Place well-dressed parties at the center of the dining area for they can be an asset to
the restaurant.

• Should the guest request for a specific location, try to accommodate him/her.

• In seating the guest. Assist first the ladies then gentlemen, and the host/hostess last.
in case there the children in the group they should be assisted first.

• Help the guest by pulling back the chair when they are about to sit.

Self-Check 2.2

A. True or False: Read the statement below. Write T if the statement is correct and
write F if the statement is incorrect. Write your answer in a paper.

1. For one or two customers, it is advised to lead them a four-seater table.

2. If the guest has a reservation, the receptionist should ask how many they are in
the party.
3. When leading a guest to the table, walk behind.
4. Pull the chair of the guest when leading him or her to the chair.
5. It is appropriate not to escort the guest to their assigned table.

B. Answer the questions briefly.

1. Give three factors to consider when seating the guests. Explain each.
2. What courtesies are usually offered to lady guests when seating them?

Activity 2.2

The Receptionist

Situation 1:

You are a restaurant receptionist. You will escort a family of six – a

grandmother, two parents, and two children ages 8 and 6 – to their table Performs
your task in escorting the family to their seats until you introduce the captain
waiter/waiter to the guest

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 Performance of the learners will be rated using this rubric

Assessment

Criteria Excellent Very Satisfactory Needs Total

(5pts) Satisfactory (2pts) Improvement

(3pts) (1pt)

Guests are

Escorted and seated

according to table
allocations.

Tables are utilized

according to the
number of party

Guests are seated

evenly among
stations to control
the traffic flow of
guests in the dining
room

Clothe napkins are

opened for the guest
when applicable.

Water is served
when applicable,
according to the
standards of the food
service facility.

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LEARNING OUTCOME 3

TAKE FOOD AND BEVERAGE ORDERS

OBJECTIVES

The following skills and knowledge shall be the focus of this module:

- Present the menu to the guests according to the establishment’s standard practice.
- Take orders completely in accordance with the established standard procedure.
- Note special requests and requirements accurately.
- Repeat orders to the guests to confirm items.
- Provide and adjust tableware and cutlery appropriate for the menu choices in
accordance with established procedures.

Lesson Information 2.3a

Before orders can be taken, the dining guests need to know what food and beverage
items are provided by the restaurant. Hence, a menu must be presented to the guest
before taking orders.

TYPES OF MENU

A menu is a list of all food and drinks that is offered in a food establishment (e.g., restaurant,
café, bar)

In a restaurant, there are two different types of menu, which are differentiated by the manner
in which they are served and priced. A menu may be an a la carte or table d’hôtel.

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A LA CARTE – menu is a multiple choice menu, which shows portioned dishes and each
dish is priced separately. It allows the guest to choose dishes whose prices are within his/her
budget.

In the ala carte menu, all items are cooked to order including the sauces that are made with
wine, cream, or mustard. Depending on the dish chosen by the guest, the cooking time will
vary. It is necessary to inform the guests about the time the preparation might take.

TABLE D’ HOTE – is a French phrase, which literally means “host’s table” It offers one or
more variants of each dish for fixed prices. Such menu may also be called PRIX FIXE (“fixed
price”). It usually includes three or five courses meals available at a fixed price. It is also
referred to as the fixed menu. Because the menu is set, the cutlery on the table may already
be set for all the courses; the first course cutlery on the outside, working towards the plate as
the courses progress.

Table d’ hote menus should be well-planned and balanced. As the guest is not given a chance
to plan his meal, the meal should be interesting, without any similarity in the color or taste of
the courses as well as being palatable, delicious and well presented.

This menu can be expensive, but it also offers a variety of food choices. Mostly profound at
chef-driven, fine dining restaurants, a table d’ hote or prix-fixe menu changes frequently and
usually focuses on seasonal ingredients. Sometimes listed as the “chef’s tasting menu” or
“degustation” menu, this type of menu is described as “showcasing the chef’s flair for
combining flavors and textures”

Difference between A La Carte and Table D hote

A LA CARTE TABLE D’ HOTE

Food is kept in a semi-prepared form and Food is kept in full prepared form and can
takes time to serve. be served immediately.

Food items are individually served and The menu is collectively priced and the
guests pay for what they order. customer has to pay for the full menu
whether he consumes a certain dish or
not.

There is a vast choice. The menu is There is a limited choice. The menu is
elaborate. comparatively small.

Silver is laid according to the dishes Silver for the whole menu is laid in
ordered advance as the menu is known in
advance.

OTHER TYPES OF MENU

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 1. STATIC MENU – is the most common type of menu or pre-determined menu that does
not change every day. These menus are usually laminated foe easy cleaning and
reuse. Fast food restaurants, chains, diners, and delis typically have static menus.
These menus are usually divided into categories of appetizers, salads and soups,
entrees and desserts. Some of the benefits of a static menu include increased
familiarity among guests, dish stability across different locations, and speedy
production. Disadvantages include difficulty finding seasonal ingredients, stale menu
items and the risk of having the customers bored.

2. DU JOUR MENU OR DAILY MENU – “Du jour” translates to “of the day” as in “soupe
du jour” or soup of the day. This menu changes daily and is focused on seasonal
ingredients, preparing the freshest food possible. While some restaurants offer only
daily specials, every item on a du jour menu is special. Often called chalkboard menus
(because they are sometimes written on one), du jour menus highlight fresh fish and
seasonal vegetables, and center on preparations in sync with the time of the year. One
of the drawbacks to chalkboard menu is that there is a limited supply window for certain
ingredients and guests cannot come back for the same dish all year.

3. CYCLE MENU – is a set of dishes or menu items that is different for each day during
a cycle and repeats. These menus are found in school cafeterias, hospitals and other
institutional facilities. The goal is to avoid boredom while keeping the dishes easy to
prepare. Cycles can run from one week to one month and beyond.

4. BREAKFAST MENU – is fairly standardized. Most restaurants will offer a choice of

juices, cereals, eggs, breakfast meats like bacon, sausages, or hams, waffles or
pancakes with maple syrup. Bed and breakfast establishment generally serves a
choice of breads, jam, marmalade, tea and coffee. Being the first meal, guests is in a
hurry and they want a quick service. Therefore, breakfast buffets are common in
outlets with brisk morning business.

5. LUNCH MENU – is composed mostly of light and often informal meals. Business
persons prefer sandwiches, salad and soups due to limited time at lunch breaks. Salad
bars have become an important part of most luncheon restaurants. A lunch menu must
be easy to read and food included therein must be produced quickly.

6. DINNER MENU – is more elaborate as guests have more time and leisure for eating.
Dinner menu has larger serving portions. As such, people are willing to pay extra for
these meals. Alcoholic drinks are an essential part of dinner menus.

7. CALIFORNIA MENU – Features items that are traditionally available for breakfast,
lunch and dinner offered throughout the day.

8. CHILDREN’S MENU – typically has burgers, fried chicken, hotdogs, sandwiches,

French fries, noodles, ice cream, and soft drinks. Serving portions are usually smaller
and are often priced lower.

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 9. DESSERT MENU – is offered by restaurants that have good patisserie. They cater to
public with a sweet tooth. Most outlets with this specialty would have captive
confectionaries to give them an edge.

10. TOURISM MENU – is posted on the board outside a restaurant, usually with an
attractive headline price, primarily designed to attract customers/tourists. The tourist
menu price can seem a big saving on individual dishes but for a good reason. The
portions are typically smaller, the cuts of meat are often cheaper and the
accompanying fries or vegetables are less.

MENU PRESENTATION

As soon as the captain waiter/waiter or Maitre D’ Hotel sees that all of the guests are
comfortably seated, he/she should now present the menu.

Important things to remember:

- Make sure menus are clean, presentable (not damaged) and correct (up-to-date)
- Some menus may contain inserts such as the day’s special. Make sure that all menus
have these inserts.
- Never out the menus on the table where the guests have to pick them up. Instead,
offer menus to each guest, whenever possible; first to women in the party, then to men
and finally to the host.
- Present menus with the right hand while standing on the right side of the guest,
maintaining eye contact with each of the guests
- When handling out the menus, ensure these are positioned the right way, not upside
down.
- Open the menu on the first page while offering it to the guest. Hold the menu at the
upper part with your right hand, and when needed, assist with your left hand the bottom
part.
- Present the menu when the guests are already comfortably and properly seated.
- Menu should be presented right side up. One-piece menu is presented handed cover
face up. Book type with multiple sheet menus are presented on page of first
appropriate major course.
- Hand menus to the guest with politeness and a smile accompanied with some
introductory suggestive selling recommending “today’s special” for example.
- Correction of items in menu should be in a very neat manner.
- In presenting the menu, one can also say “May I present to you our menu”
Be sensible and allow the guest some time to decide on what food and drink they will
order. Guest do now want being hurried into giving their decision. Thus, the
FSBA/waiter must leave for a while(3-5 minutes) to allow guests to choose food and
drink from the menu. Say “Excuse me, Sir/Ma’am, may I present to you the menu, I
will be back for your orders in a short while’

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 However, if the guest has questions about the menu or need guidance to make
appropriate choices, the FBSA/waiter may have to stay with the guests to answer their
queries.

SELF CHECK 2.3a

A. TRUE or FALSE: Write T if the given statement is correct and F if it is incorrect.

Give justifications if your answer is false. Write your answer on the space provided
_____ 1. Upon presentation of the menu, request your guest to order, to ensure
they will be served right away.
_____ 2. Jot down on your order pad all the orders of your guest, including
additional details to ensure you do not forget any information.
_____ 3. Start taking the order of the ladies, then the other guests present at the
table.
_____ 4. Repeating the guests’ orders ensures the kitchen staff will not make any
mistake in preparing the various food orders.
_____ 5. After all the guests have given their orders, it is polite to ask if they would
like to order more.

B. Answer the following questions in a whole sheet paper.

1. Differentiate A La Carte menu from a Table D Hote menu.

2. Name at least 5 types of menus, other than those mentioned in no.1. Give a
brief description of each type.
3. Why is it important that a food and beverage service attendant (FBSA) / Waiter
must be familiar with the menu of the restaurant where he/she is working?

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 Lesson Information 2.3b

The following are points to observe when taking food orders.

• Always have a shape pencil or pen and order forms/slips/pads ready.

• Approach the guest after you have given the time to look at the menu. Sometimes guests
signal their readiness to order.

•It may not be possible to identify the host/hostess, but if you can, approach his/her first
because may wish to order for his/her guest.

•If he/she does not begin, take the order from the female member to his/her right and go
clockwise. If there are children, begin with them.

•When there is couple, approach the man first if they are ready to order.

•Stand erect to the left of the guest with the order pad supported in the palm of your hand
and ball pen ready

•Never trust your memory with the order. Always jot them down together with other
instructions.

•Bend slightly forward in an attitude of close attention.

•Incorporate suggestive selling techniques throughout the order-taking process. You could
say. Would you like to start with a cocktail Sir/Maam?

•Give attention to order with special request. Be sure you understand what each Guest wants.
Repeat order as you write them down to prevent errors and guest displeasure.

• Pay particular attention on the preparation and variation of and variation of accompaniment
with specific reference to doneness of steak, fish or meat and condiment, sauce, dressing,
among others.

•Record proper sequence of serving starting with the appetizer, soup, salad, entrée, Main
course, dessert, and coffee

•Record beverage order separately.

•Ask when beverage is to be served.

•It is very important to keep the sequence when your present food. In your notepad, you have
to write down both the sequence of the food and the name of the person who orders it.
Generally, it is done by clockwise direction. First take order from host and then start following
to his right and give an identification number to each guest. Another way is to give a number
to the person who is seated near the service door. You should plan some coding method by
your own to easily understand who order which food .As a professional server you should not
ask “who ordered xyz” or serve the wrong food to a guest.

Food and Beverage Service NCII Page 169

•Generally, guest will order an appetizer first, then beverages, then main course, and lastly
some dessert item. If the guest orders haphazardly, it is your duty to serve food according to
the sequence.

•Give proper time to guests to enjoy their beverage items. If the glass gets empty you can
graciously ask him whether he wants replenishment by saying this: “Would you like me to
replenish/refill your glass sir?̎

•If the guest is in hurry and seeks your assistance, suggest to him some ready to Serve food
items rather than “cooked to order” items.

•Suggestive selling is a good skill to have for a waiter but you may want to identify the guests
you apply them to. If your guest is a couple or student, then it is advisable not to suggest
hugely expensive food. You have to keep increasing your sales but also remember not to
lead your guest into an embarrassing situation. Repeat the food items and guest order. Ask
the client whether he wants to have anything else or not.

•Be certain to write order in a legible manner to save difficulties for everyone

•Before you place your order to the kitchen, check your station first for other customers who
may want your attention.

•Use appropriate and uniform abbreviations in your restaurant as directed by house policy.

TAKING FOOD ORDERS

In taking food orders, make sure to follow the standard procedures. The following are
the common steps observed in most of the food serving establishment.

STEPS PROCEDURE RATIONALE / ADDITIONAL

INFORMATION

Approach the table Stand beside the guest. Look, A pleasant greeting with a
and stand at the smile, and greet him or her by the warm smile gives an
right side of the name and title (if known). If not impression of graciousness
host. known, address him with Sir or and warm hospitality.
Ma’am.

Present Menu Present it with the cover facing the Menu should be carried to
customer if the menu is a book type the table properly as
(several pages) if not, present it illustrated in the diagram on
open. the next page.

Take the food order Ask the guest if they are ready to If there is an honoree, take
order “may I take your order now” his/her order first.
take the order beginning with the

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 ladies, then the gentlemen, and
lastly the host.

Write down the Write down the order in an order For control purposes, no
order slip and in triplicate – one copy order will be dispatched from
goes to the kitchen, one for the the kitchen without an order
waiter, and one for the cashier. slip.

Take efforts to sell a Suggest appetizers, soup and To increase sales, waiters
complete meal salads to complement the main use suggestive selling when
dish; offer variety of items; suggest taking orders. Make
wines that will best complement suggestions that are suited to
the meal. the age, taste, and needs of
the customers.

If the order is out of Tell the guest outright when his Never make a guest wait for
stock, suggest order is not available. “I’m sorry Sir, an order that is not available.
appropriate but we have run out of _____. You This will irritate him. Suggest
alternatives or might want to try ______. Mention an appropriate alternative for
substitute. the appropriate alternatives. out of stock items.

If applicable ask the Example “How would you like the Care must be taken in
guest how he wants steak done? Rare, medium rare, verifying orders and its
his dish prepared. medium well, or well done?” preparation. Likewise any
special instruction or request
of the customer regarding his
If an egg is ordered “How would order must be properly
you like the egg done Sir?” disseminated to the kitchen
to make sure the customers
gets what he wants.

Write all orders in Use a coding method in identifying This will help in preventing
an order slip in method in whoever orders each any embarrassing situation
triplicate time. Do not forget to write the from arising whereby a wrong
date, table number, dishes ordered order is served to the
together with the quantity and the customer. Use standard
manner of desired preparation. abbreviations that can be
The name of waiter/server must understood by both the
also be indicated. waiters and the cook.

Repeat the order to As you repeat, mention the items This is important to prevent
the customer ordered, number of orders, and the misunderstanding.
manner of preparation.

“May I repeat your order Sir? You

will have 1 order of fillet-mignon- Get the menu book after
medium rare, one portion of getting the order.

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 minestrone soup and green salad.
Did I get your order right?”

Place the order to Give one copy of order slip to the

the kitchen food checker and another one for
billing purposes. The last copy is
for the waiter.

When taking food orders, you should have with you an order slip so that you can record the
guests order in proper sequence. Below is a sample of an order slip.

Sample order slip below.

FBS HOTEL AND RESTAURANT

ORDER SLIP

Table No. ______________

ITEM No. QTY ITEM/PREPARATION/SIDINGS

ADDITIONAL

Waiter Signature Over Printed Name

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 SELF CHECK 2.3b

Answer the following in a paper.

1. Enumerate the steps on taking the customer’s order.

2. Give 5 things to remember when taking orders.
3. What is the importance of remembering the sequence in taking orders?

ACTIVITY 2.3

TAKING FOOD AND BEVERAGE ORDERS

Perform the role of a Food and Beverage Service Attendant (FBSA) /Waiter and take food
and drinks orders.

Your guests for today are the following:

- Mr. Jeremias Arcos, a senior citizen and a balkbayan from California;

- Mr. and Mrs Mario Sim
- Engr and Mrs Giovanni Nava, the hosts of the simple gathering
- Eissen and Karl Nava, children of Engr and Mrs. Nava who are both under 8 years
old.
Take their orders with the following considerations:

1. Mr. Acros is a vegetarian

2. Eissen and Karl Nava are both allergic to seafood.
Scoring Rubrics

Performance of the learners will be rated using this rubric

CRITERIA ASSESSMENT TOTAL

Excellent Very Satisfactory Needs

Satisfactory Improvement
(5 points) (2 points)
(3 points) (1 point)

Guest are presented

with the menu
according to

Food and Beverage Service NCII Page 173

 established standard
practice.

Orders are taken

completely in
accordance with the
establishment’s
standard procedures

Special requests and

requirements are
noted accurately

Orders are repeated

back to the guests to
confirm items

Tableware and
cutlery appropriate
for the menu choices
are provided and
adjusted in
accordance with
establishment
procedures.

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 LEARNING OUTCOME 4

LIAISE BETWEEN KITCHEN AND DINING AREA

OBJECTIVES
The following skills and knowledge shall be the focus of this module:

- Place and send orders to the kitchen promptly

- Check Quality of Food in accordance with established standard.
- Check Tableware for Chips, marks, cleanliness, spills and drips
- Carry out plates and / or trays safely
- Advise promptly colleagues regarding readiness of items for service.
- Relay information about special requests, dietary or cultural requirements
accurately to kitchen when appropriate.
- Observe work technology according to establishment standard policy and
procedure.

4.1 – Place and send orders

to the kitchen promptly

How to liaise between kitchen and dining area

Liaise is defined as to be established a working relationship, typically in order to cooperate

on a matter of mutual concern. In the food service industry, coordination between the
kitchen and dining area is vital, especially during busy periods when there is a large
demand for a certain menu item that may cause a longer time to prepare. It is the duty of
the service food attendant to advise the guests of the specific amount of time that food will
be prepared.

Taking and placing food orders

Orders may be transmitted to the kitchen verbally, but it is still better to do in writing to
ensure quality service. Since order have been already written by the waiter, it is just a
matter submitting a copy of the order slip to the kitchen. Order slips must be legibly written

Food and Beverage Service NCII Page 175

 to be easily understood by the kitchen staff. When a waiter uses another form of
shorthand, code or abbreviation to note information, he must ensure that the kitchen staff
is familiar.

Nowadays, orders can be taken and placed in various forms, depending on how many
guests are there, and according to the standard procedures of the establishment. Some
establishments have reprinted forms that simply have to be ticked. Often the waiter will
have to use blank docket. Hence, a Food and Beverage Service Attendant (FBSA) / Waiter
must have enough knowledge on how to use a docket system.

The following are the four main types of docket system used in most hotel, restaurant and
catering establishments.

1. Triplicate Docket System – This is a traditional manual system that is often used
in medium and large-sized hotels and restaurants. Hence foods and drinks orders
must be clearly written in the same language as the menu to avoid
misunderstandings. Only agreed abbreviations should be used. It must contain:
- Table Number
- Number of Covers
- Date
- Waiter’s Signature
Any cancellation of a docket must be authorized by the head waiter or supervisor.
Often more than one docket is needed for a meal. For instance, the dessert requires a
second docket to be written. In this case, the docket should be headed ‘Supplement’. This
docket should be signed by the supervisor or head waiter. There is usually no charge for
such orders.

If there is an accident with a dish, and a docket is written for a repeat order, it should
be headed ‘accident’. This docket should also be signed by the head waiter or supervisor
and no charge should be made.

If the wrong dish is sent from the kitchen, it should be returned with a docket headed
‘return’. The name of the correct dish and the returned dish should be written on the
docket.

2. Duplicate Docket System – This is often used in small, informal restaurants. This
system uses only two copies of a docket. It is normally used in establishments
offering a limited menu and might be preprinted. It may also make use of perforated
strips, each one for a different course. The waiter tears off the strip and sends it to
the kitchen as required. The docket should contain the following information.
- Serial number of docket pad
- Waiter’s code number identification
- Table Number
- Time the order is placed
- Date
The duplicate copy is also used for billing purposes. It should be given or forwarded
to the cashier for the preparation of the guest’s bill.

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 The waiter must ensure that all items are entered on the bill. If the waiter presents
the bill and the guests pay the cahier, an analysis of the waiter’s taking will be
drawn up by the cashier.

A small plain jotter pad that is commonly known as waiter’s order pad may be ruled
up by the waiter to accommodate the orders of all the guests at each table.

3. Electronic Billing Machines – This is used in some establishments where the

waiter, rather than the cashier, prepares the bill with accuracy and speed.
The electronic Order Pad was created primarily as an order entry tool for
DSRs. It was designed to quickly make customers’ orders while providing
important information to increase sales volume and profit margins. It is a
mobile application which works with cloud based entrée.NET servers. This
means the electronic order pad communicates directly with the Entrée.NET
system in the cloud, and in turn that cloud based system communicates with
the local server in the office. The tablet must have internet access to create
orders. This can be either WIFI or through a cell network with a data plan.
None of the company’s precious data is stored on the device to avoid risks
of data stolen if the tablet is lost or stolen. All activity, such as creating a
customer order, is saved on the Entrée.NET cloud serves as the order is
made. If the tablet loses wireless access or powers down suddenly, no data
will be lost. The DSR will simply log back in, and complete the order exactly
where they left off.
All waiters will have a key with their own letter on it, a stationary folder, food
order pads and bills with consecutive numbers, a paying-in slip, and a float.
When talking an order, each course is written on the order slip then placed
in the billing machine before being taken to the kitchen. The correct keys
must be pushed to the price the order accurately. To use the machine,
waiters must insert their key into the appropriate position.

How to use an Electronic Billing Machine?

- Place the waiter’s key into the correct locking position.
- Place the docket in the machine.
- Press buttons to the price and dishes concerned.
- Press the food/beverage button to show that the money was received.
- Press identity key.
- The docket will now print out.

4. Computerized Systems – This is used in large establishments and chain

restaurants. Nowadays, this system is widely used in restaurants, particularly in
residential hotels and large establishments such as clubs. Here, orders are entered
by waiters at one or more terminals situated on the floor. Orders may be over-the-
counter” sales or saved to allocated tables.

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 SELF CHECK 4.1

Match column A nad column B. Write the letter of the answer that
best describes the items in column A. Write your answer on the blank.

Column A Column B

(Word/term) (Definition)

_______ 1. Triplicate Docket System A. used in the establishment

offering a limited menu.

_______ 2. Duplicate Docket System B. Computerized replacement of a

cash register.

_______ 3. Electronic Billing Machine C. Bills are prepared by a waiter

_______ 4. Computerized System D. Orders are entered in one oe

more terminals.

_______ 5. Point of sale system E. Small plain jotter pad used in

taking orders.

_______ 6. Point of sale system F. Used in chain restauirants

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 4.2 Check Quality of Food in accordance
with established standard.

Kitchen service points are attended to and monitored to ensure prompt pick up of
food items based on the establishment policy.

Quality of Food – is checked in accordance with establishment standards.

1. Establishment Procedures may include but not limited to:

a. Food Hygiene Legislation
b. Establishments standard policies and procedures.
2. Five Factors to Consider in checking quality of food
a. Temperature – pertains to the hotness or coldness of food
b. Texture and appearance – refers to the doneness of food, by telling whether
the food is well done, medium, rare, half cook or uncooked.
c. Presentation or garnishing
d. Serving or portion size
e. Absence of foreign materials – mean to the hygiene aspect of the food.

4.3 Check Tableware for Chips, marks,

cleanliness, spills and drips

Cleaning and Sanitizing

Cleanliness is a way of life which must come from within people. We have
to know and understand why me must practice habits of cleanliness and sanitary
in handling foods. To form good habits of personal is a start towards the care we
should take in working in the area.
All food contact surfaces must be washed rinsed and sanitized
(compartment method)
- After each use
- When you begin working with another type of food.
- Anytime you are interrupted during a task and the tools or items you are working
with, may have been contaminated.
- At 4-Hour intervals if the items are in constant use. Most other items should be
cleaned and sanitized at least once a day whenever they become soiled. This
is true for food contact items like grill surfaces and griddles and for non-food
contact surfaces such as brushes, mops and buckles.
In Floor, the three (3) bucket method is applied that involves washing rinsing
and sanitizing.

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 Cleaning Agents

1. Detergent – used in utensils, equipment, floor, table and sink.

a. Bar Detergent – use for hand washing of linens, or cloth
b. Powder Detergent - use for machine washing of linen and fabric
c. Liquid Detergent – Use for washing dinnerware, flatware, and
glassware.
2. Degreasers – use to remove fats and oils
3. Stain remover – use to remove stains on tiles and sink
4. Acid Cleaners – Lysol – to disinfect sink
5. Sanitizers and Disinfectant
a. Chlorine – Use proper dilution of 100 ppm
b. Quarternary ammonium
c. Hand Sanitizer

4.4 Carry out plates and / or trays safely

Handling food and beverage service equipment

- Know how to handle flatware, glassware

- Practice proper ways of holding a service spoon and service fork.
- Demonstrate ability in carrying a large tray, oval tray, small tray and round tray.
- Demonstrate ability in unloading items in rectangular tray

In this session, you will learn the proper handling of food and beverage
equipment. Although the food and beverage equipment are hygienically washed
and sterilized by the high temperature of the washing cycle in a commercial
dishwasher, it is still necessary to polish all flatware’s and glassware’s by hand
before they are placed on the table or used to serve food and drinks.

A. Handling Flat wares

1. Always use a lint – free cloth should be used to wipe wet flatware for this will
prevent water marks.
2. Always hold flatware at the waist. Do not touch the top or bottom areas to avoid
fingerprints.
3. Handle flatware with a cloth napkin to avoid fingerprints.

B. Handling Glasswares

1. Never handle glasses by the rim

2. Hold stemmed glassware by the stem
3. Grasp a non – stemmed glassware at the lower 1 ½ inches of the glass.

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 Carrying and unloading trays

A. How to Carry and serve using a small tray / tea tray / round tray

1. Carry the tray at waist level

2. Carry the tray with your left hand and serve beverages using your right hand,
right foot forward.

B. How to carry a large tray / oval tray.

1. Your body should be parallel with the tray strand.

2. Bend your knee as if you are about to kneel.
3. Balance the tray, then slide the tray on to your shoulder and use the palm of
your hand to hold your tray. You normally put the tray on your left shoulder so
that your right hand is free to control the tray.
4. Your arm (elbow to wrist) should be at the right side of the tray
5. Use your legs to stand up to give you the strength to lift up the tray. Use your
right hand to control and support the tray.

TIP! You may put a clean napkin on your shoulder in carrying large trays to
protect you from getting dirty.

C. Carrying and Unloading a rectangular tray

1. Ensure that the tray is balanced

2. The board side of the tray should be along the access of the arm
3. Hold the upper left arm close to the body and lock your left elbow.
4. Use your left hand to grip the far rim of the tray if it’s possible to do so.
5. Always maintain the balance of the tray in serving.

4.5 Advise promptly colleagues regarding

readiness of items for service.

Service Wares and Service Areas

1. Service Ware – is sometimes referred to as tableware, checked for chips,

marks, spills and drips. It may include but not limited to:
a. Plates and Bowls
b. Platters
c. Service Utensils
d. Glassware
e. Oven to tableware / Stn.Warmer

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 f. Lids and Covers
g. Condiments container or cruets shakers
h. Flatware
- Plate and bowls or are air-dried after washing to prevent any fabric debris
commonly brought by the use of cloth traditionally used for whipping (lint-free
cloth) sometimes platters are heated at microwave oven.
- Plate and trays are carried out safely.
- Food is transferred and placed promptly at the appropriate service point in
accordance with safety requirements.
- Colleagues are advised promptly regarding readiness of items for service.
Traditional items (for example condiments) required from the kitchen are
identified through monitoring of service areas and consultation with other
service colleagues.
2. Service Areas – may include the following
a. Waiting Station – there is a stationary and mobile waiting station (mobile is
movable) this station usually consist of all the needed supplies, bar trolley is
used for bar while a mobile station is commonly found in restaurant.
b. Buffet Areas – an area where chaffing dishes area found.
c. Kitchen Service Areas - Usually where par stocks are available.
d. Kitchen – Food preparation Area. A room or part of the room or building in
which food is prepared and cooked.
e. Room service collection areas - Pantry section supplies are also available.
f. Clean and Clear food service area – used items are promptly removed from
service areas and safely transferred to the appropriate location for cleaning.
g. Leftover food and disposables / recyclables – are disposed of in accordance
with hygiene regulations may include the following:
- Paper products such as serviettes, cardboard
- Chopsticks
- Toothpicks
- Bottles
- Plastics
- Linen
h. Busing Station – The station where scraping is commonly done; it is
performed quietly
- 3’S – are namely scrape (all dirt and crumbs are placed into one container)
stack (put together equipment of the same kind and size) and segregate (all
cutleries in 1 container, all chinawares in 1 container, left over in one)
- Proper way of stacking by decoy system, you could stack 15-20 plates. It is
done through staking based on sizes, shapes, uses and color coding. This is to
prevent scattering of the equipment.

4.6 Relay information about special

requests, dietary or cultural requirements
accurately to kitchen when appropriate.

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 MENU VARIATIONS AND DAILY SPECIALS

Verify with the kitchen the availability of the menu and daily specials. Serves are
not only merely order takers; they are the salesperson of the restaurants.

Suggestive Selling – can be a weapon in the effort to increase food and beverage
sales. The following are the benefit os suggestive selling.
1. To increase the profit and sales of establishment
2. To make familiar with the menu.
3. To introduce new product.
4. To help sell slow and fast moving products.
Consideration of suggestive selling: These are considered to let the consumer
feel your consideration thus winning their trust and to avoid the occurrence of accidents.

1. Age – taken into account is the digestive system of the consumer.

2. Health – Allergies, whether customers are on a special diet.
3. Religion – Restriction
4. Life Style – take into consideration the capacity to purchase; affordability.
5. Weather and Climate – Avoid suggesting food that doesn’t compliment the
weather conditions.
6. Time and Food preparation – give allowance in preparation time; offer
something which are easy to prepare when costumers are quite hungry.
7. Food preference.
8. Slow moving items and house specialty.
9. Nationality.

4.7 Observe work technology according to

establishment standard policy and
procedure

POINT OF SALES (POS) Systems

In most food establishments, Point of sale (POS) system is used as a

replacement for the traditional or manual way of taking and processing orders.

POINT OF SALES (POS) Equipment

Is the computer-based order-entry technology that many restaurants use to

capture orders, record data, and display or print tickets. Restaurant servers,
bartenders, and cashiers can all use POS Systems to easily enter food and
beverage orders.

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 The POS has the following capabilities

- Acts as a cash register as well as computer. It consists of multiple stations,

including credit card terminals, receipt printers, display screens, hostess
stations and server station.
- Calculate cash due to every order entered.
- Record the method of payment
- Keep track of the cash in the cash drawer
- Create hourly and daily sales reports
- Allow hourly employees to clock in and out
- Calculate labor and payroll data
- Record daily check averages for each worker
- Keep track of menu items sold
- Record information on repeat customers

Having a POS system in place can add convenience, accuracy and save time
in busy situations.

HOW EMPLOYEES USE POS SYSTEM

The use of a POS system may differ in one way or another depending on
the brand and type but for beginners. Here are the general processes of taking an
order with a POS System.

1. Enter your name or user code into the initial touch screen. This allows you to
access to the systems.
2. Begin a new order or check by entering in food items which the customer orders.
For full service restaurants, choose a table number and add food to an existing
check.
3. Wait as POS sends all order information to the kitchen or bar in a form of a
printed ticket or on a digital display monitor.
4. The kitchen or bar staff reads the order and make the appropriate food or
beverage for the wait staff or other employee to serve to the customers.
5. Once the order has been relayed to the kitchen, it is now the waiters job to
adjust the place settings, making sure that each guest has the correct cutlery
and service equipment. Every dining room facility/restaurant has its own
guidelines as to which cutlery and service equipment are to be used with each
dish.
6. In a quick service restaurant, the employee will read the total charge on the
POS display, and collect payment from the customer. In full service, the
FBSA/Waiter will bring a check, wait for payment, and then enter it into the POS
when the customers are finished.

However, basic processes for adjusting covers are as follows;

1. Use the food order as a guide to collect the cutlery and service equipment
required by each guest. To be able to do this, you should be familiar with how

Food and Beverage Service NCII Page 184

 the menu items are to be presented so that adjustment to the cover can be
made correctly.
2. Check service equipment (including crockery and glassware) for chips, marks,
spills and drips.
3. Place cutlery items on a folded napkin in a small try. This deadens the noise
and makes the presentation of the cutlery look more professional.
4. Cutlery should never be handled by the eating end and should be placed in the
same order as it is to be used, i.e. from the outside working in towards the center
of the cover.
5. Stand between each customer and adjust the cutlery nearest to you. Never
reach across the front of a customer to adjust a cover.
6. Remove unnecessary cutlery from the table and place it on your service tray.
7. Place any special service equipment, like pepper mills, or lobsters picks, on the
table at this stage. This is also the time to bring any special condiments that are
served with any of the meals ordered.
8. While adjusting the covers of each guest, the waiter should at the same time be
monitoring kitchen service points to ensure prompt pick up of food items. When
the kitchen staff prompt that the food is ready, there are several things that must
be checked”
- Food must be well presented; it’s quality must meet the restaurant standards.
- Food must be served at the correct temperature.
- Food must be served exactly as the guest ordered.
After checking the food items, the waiter must now transfer and place these
promptly on the guests’ table (ensuring each guest gets what he/she has ordered),
in accordance with the restaurants’ procedure and safety requirements.

Lastly, the waiter must identify additional items required from the kitchen by
continually monitoring service areas. (i.e. guests’ table) and consulting with other
service staff. He or she should make the appropriate requests to the kitchen staff
based on the identified needs. He should relay information in a clear and concise
using appropriate communication techniques.

Food and Beverage Service NCII Page 185

 Post-Test

A. Directions: Read the statement carefully then choose

the best answer from the given options.

1. You are the assigned receptionist in the restaurant. A male customer is

coming as the first customer on that day. What will you do first?
a. approach the customer and lead the way to his table
b. open the door and greet him with a pleasant smile
c. welcome him with a smile and call a waiter
d. wave your hand and point where to go

2. A young lady entered the restaurant. However, all tables are already
occupied. As a receptionist, what will you say to the lady?
b. “I am sorry, Miss. All seats are occupied at the moment. Would you
mind waiting at the lounge?
b. “I am sorry, Ma’am. All seats are full at this time. Would you want to
have a drink while waiting?
c. “I am sorry, Ma’am. All seats are occupied at the moment. Would you
mind waiting at the lounge for about five minutes?
d. “I am sorry, Miss. All seats are occupied at the moment. Would you want
to wait or not?

3. Which of the following should be done prior the arrival of a customer who
has made a reservation?
c. Place the food on the table c. prepare the food
d. Prepare the table d. cook the food

4.which of the following is appropriate to say if the customer has no

reservation?
a. may I know how many we are expecting, sir, Ma’am
b. table for how many persons, sir/Ma’am
c.how many are you sir/Ma’am
d. table for two or three?

5.What will you say to the customers or guests if you think or feel that they are
now ready to order?
a.may I take your order now sir? c) are you ready to order sir?
b.do you want to order now sir? d) what is your order sir?

6. if you have four customers and one of them is a senior citizen who is
physically weak, where should he or she be seated in the restaurant?
a. in the corner or side of the wall
b. close to the hostess station
c. against the wall

Food and Beverage Service NCII Page 186

 d. near the door

7. What will you do after escorting and seating the guests at their table?
b. Unfold the napkins and place them gently on each of the guest’s lap
b. present the menu with a pleasant smile
c. take the order cautiously
d. make suggestive selling

8. Why do we need to lead or guide two customers to a two-seater table?

e. Because there would be no space for four customers
f. Because there could be space enough for them
g. Because it may affect the profit of the day
h. Because they are only two

9.Which of the following is the list of all food and drinks being presented to the
guests for their choice?
a. electronic tablet order
b. order slip
c. menu
d. POS

10.Which of the following type of menus offers a complete meal with a fixed
price?
a.table d’hote c) du jour menu
b.a la carte d) cycle menu

Food and Beverage Service NCII Page 187

 QUARTER 3

LESSON 3

PROMOTE FOOD AND BEVERAGE PRODUCTS

OBJECTIVES

At the end of this lesson, you are expected to do the following:

a. Know the product;

b. Undertake suggestive selling and;
c. Carry out up-selling strategies

MENU – is a list of all the food and drink offered in the establishment
(e.g., restaurant, café, bar) during its operation and is arranged in a particular
order.

The menu is the most important controlling element in the servicing

process of any restaurant type or establishment, which is figuratively referred to
as the “authorized representative” of a restaurant because it creates a constant
link between the establishment and the guests.

Food and Beverage Service NCII Page 188

 Pre-Test

A. Directions: Read the statement carefully then choose the best answer
from the given options.

1. What is the correct way of serving food in a Russian or English service?

a. From the back of the guest c. in front of the guest
b. By the left side of the guest d. by the right side of the guest

2. Which of the following is the correct sequence of a classic menu?

c. Soups, fish, frozen water ices, vegetables, salad, cheese, beverage
b. Soups, fish, frozen water ices, vegetables, cheese, salad, beverage
c. Soups, fish, vegetables, frozen water ices, salad, cheese, beverage
d. Salad, soups, frozen water ices, fish, vegetables, cheese, beverage

3. Which of the following food can be paired to champagne?

a. Hard cheese c. Fish
b. Chicken d. Pork

c. Which of the following will you explain to the customer in upselling an

appetizer?.
d. Its ingredients and preparation c. its taste
e. The method of cooking d. its color
f. Which of the following will not help you in upselling products?
a. Taste menu items c) give vivid descriptions
b. Study the menu d) mention the ingredients

B. Directions: Identify the following statements and write your answer on the space
provided before each number.

________ 1. When serving a beverage, who among the following guests will you
serve first?
_________2. Which of our parts of the body will you use when pouring the wine?
_________3. Which of the flatware is not used in serving the main course?
_________4. What is not included in a decorum on the banquet floor?
_________5. If your customer has a child below five years old, what will you
offer?

Food and Beverage Service NCII Page 189

LEARNING OUTCOME 1

KNOW THE PRODUCT

OBJECTIVES

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

1. Master the names of past and current trends of dishes in the menu.
2. Know different types of sauces and accompaniments.
3. Know common food allergens to prevent serious health
consequences.
4. Study the special dietary requirements and cultural needs of food and
beverage products

INFORMATION SHEET 1.1

MENU
A. KINDS/CHARACTERISTICS

1. A LA CARTE MENU
A la carte menu prices each food
item separately; it often contains greater choices for
customer. A customer is allowed greater flexibility
and is offered greater value in terms of food quality.

Food and Beverage Service NCII Page 190

 2. TABLE D’HOTE MENU
Offers some choice and is charged
at the fixed priced per person for the whole
menu. It is literally French for proprietors
(table host)table.

3. SET MENU
Is one that offers set items
(one for each course) prearranged by
the host. Set menu are used mainly
for function, such as weddings and
banquets.

4. CARTE DU JOUR
Literally means “card of the day”. It offers
choices that are particular day only. It allows the chef
to offer a list of “specials” or variation in addition to
pre-printed a la carte menu or it can be used as a
table d’hote menu prepared for use on the one day
only.

5. DEGUSTATION MENU
Literally means “tasting”. A degustation menu
list range of items, usually specialties of the
establishment, which are served in small portions.

6. CYCLE MENU

Is a group of menu which is rotated on a set

cycle. Cycle menus are usually used in the
institutional sector of the industry-for example, in
hospital and prisons on airlines and employee food
service operations (works canteen, etc.)

Food and Beverage Service NCII Page 191

 INFORMATION SHEET 2.4

PARTS/STRUCTURE OF MENU

STRUCTURE DESCRIPTION

APPERITIF An alcoholic drink taken before a meal to stimulate the appetite

APPETIZER Are items like hor d’ oeuvres which are designed to stimulate rather
than to satisfy the appetite
SOUP Can means thick(potage) or thin(consommé) and are usually hot but
can be serve chilled (vichyssoise)
SALAD A cold dish of various mixtures of raw or cooked vegetables, usually
seasoned with oil, vinegar, or other dressings and sometimes
accompanied by meat, fish or other ingredients
WINE An alcoholic drink made from fermented grape juice or specified
other fruits or plants.
MAIN COURSE It is the most substantial course of the meal. Guest usually chooses
their main course first and then selects other courses to suit it.
DESSERT It is used to mean the sweet course at the end of the meal

COFFEE/TEA A hot drink made from the roasted and ground seeds

Food and Beverage Service NCII Page 192

 Aperitif Appetizer Soup

Salad Wine Main Course

Dessert Coffee/Tea

Food and Beverage Service NCII Page 193

 INFORMATION SHEET 1.2

SAUCES

SAUCES ACCOMPANIMENTS
BECHAMEL SAUCE WHITE MEATS, CHICKEN, VEGETABLES AND EGGS
VELOUTE SAUCE VEAL, CHICKEN AND FISH
BROWN OR BEEF, BONES AND VEGETABLES
ESPAGNOLE SAUCE
HOLLANDAISE SALADS, VEGETABLES AND PASTRIES
TOMATO SAUCE PASTAS AND MEATS

FOOD AND BEVERAGE ACCOMPANIMENTS

FOOD WINE SUGGESTION

Appetizer Dry white champagne and dry sherry
Fish or Seafood Dry or medium-dry white wine
Beef Hearty red wine
Meat Light red or full-bodied white wine
Ham or pork Dry or medium dry white or rose wine
Turkey, duck, chicken Full bodied white or light red wine
Game (version, Hearty red wine
pleasant, wild duck)
Lasagna, spaghetti, Hearty red wine
pizza
Cheese full flavored Hearty red, sweet white (with Roquefort)wine
Cheese mild Semi-sweet sparkling wine, sweet white wine or port
wine
Curry dishes Dry white, dry rose

Food and Beverage Service NCII Page 194

 Review of the Lesson
1

Direction: Identify the given description of Menu. Choose your answer from the
list of menus inside the box.

A la carte menu table d’ hote carte du jour

Set menu cycle menu degustation

______________1. menu prices each food item separately; it often contains greater
choices for customer. A customer is allowed greater flexibility and is offered greater value in
terms of food quality
______________2. Offers some choice and is charged at the fixed priced per person for
the whole menu. It is literally French for proprietors (table host) table
______________3. Is one that offers set items (one for each course) prearranged by the
host and are used mainly for function, such as weddings and banquets.
______________4. Literally means “card of the day”. It offers choices that are particular
day only. It allows the chef to offer a list of “specials” or variation in addition to pre-printed a
la carte menu or it can be used as a table d’hote menu prepared for use on the one day
only.
______________5. Literally means “tasting”. A degustation menu list range of items,usually
specialties of the establishment, which are served in small portions.
______________6. Is a group of menu which is rotated on a set cycle. Cycle menus are
usually used in the institutional sector of the industry-for example, in hospital and prisons
on airlines and employee food service operations (works canteen, etc.)

Two thumbs up! You already know

how to classify menu You may now
proceed to the next lesson.

Food and Beverage Service NCII Page 195

 LEARNING OUTCOME 2

Undertake Suggestive Selling

OBJECTIVES

At the end of the lesson, you are expected to:

1. Provide information with clear explanations and descriptions
about the food items;
2. Offer items on specials or promos to assist guests with food and
beverage selections;
3. Suggest name of specific menu items to guests to help them
make the choice and know what they want;
4. Recommend standard food and beverage pairings
5. Provide several choices or options to guest
6. Use descriptive words while explaining the dishes to make it
more tempting and appetizing; and
7. Carry out suggestive selling discreetly so as not to be too pushy
or too aggressive.

INFORMATION SHEET 2.3

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 Suggestive Selling

Suggestive selling is the act of giving suggestions and ideas to add to the dining
guests original orders, which in turn leads to increased sales and a higher level of
customer satisfaction. The server should be careful not to become too aggressive but
rather, he should be more helpful by giving ample time to the guest in deciding.

The following is a short illustration of the concept of suggestive selling:

Edvic is a trained and a a prompt server. He has that ability to provide excellent
customer service. Once, he had a foreign customer who only ordered a beer and has no
plans to order anything more-but Edvic did not just take the order and leave but
suggested barbecued meat to the customer as a good accompaniment to the beer, and
promoted it in such a way that the customer felt hungry. The guest was convinced and
ordered it.
The example above shows how to apply suggestive selling techniques in a restaurant.
The server has to motivate the customer to crave for food and drinks being offered. He
should not just ‘suggest’ the item but rather try to ‘sell’ it to the customer. This technique
can be used to sell accompaniments, side dishes, good quality desserts, or some
specialty items that are served by the restaurant exclusively.

SUGGESTIVE SELLING TIPS

1. Do not interrupt the dining guest while they are ordering something.
o Suggest food or beverage when the guest is done with their order.

2. Feel free to suggest things at the proper time.

o Do not hesitate! You might lose that extra sale due to your reluctance.

3. Understand the guest’s needs.

o Try to suggest something relevant to his/her requirements.

4. Avoid using words describing negativity

o Find some relevant positive words that would not change the meaning but
would serve the purpose of expressing thoughts.

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 5. Use descriptive words to describe the dish
o Let the guest visualize the dish that they will be persuaded to order it. Use
appropriate words to describe the food such as; freshly prepared,
delicately seasoned, soft and juicy, mouthwatering, flavorful, and/or spicy.

6. ‘Repeat’ your suggestions to the other guests.

o It might happen that the guest you initially suggested something turns
down the offer. Do not get discouraged, as the next guest or some other
guests within the same group or party might like it.

7. Always be price-sensitive
o Treat each sale differently according to its own situation.

8. Suggestions according to the season

o Pay attention to the season on suggesting.

THE BASICS TO WINE AND FOOD PAIRING

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 Review of the Lesson

A. Can you Name Me?

Directions: Identify the types of food and wine being paired below.

_______________1. Green veggies.

_______________2. Sparkling wine

_______________3. Carbs.

_______________4. Soft Cheese.

_______________5. Fish

_______________6. Red Meat.

_______________7. Rich Fish

_______________8. Big Red.

_______________9. Sweet white.

_______________10. Dessert

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 LEARNING OUTCOME 3

CARRY OUT UPSELLING STRATEGIES

OBJECTIVES

At the end of the lesson, you are expected to:

1. Suggest slow moving but highly profitable items to increase guest

check

2. Offer second servings of ordered items

3. Mention food portion or size for possible adjustments with the orders;
and

4. Recommend new items to regular customers to encourage them to try

other items in the menu

INFORMATION SHEET 3.1

UP-SELLING STRATEGIES

Up-selling is a marketing strategy in a restaurant to convince the guest to spend

more money. Restaurant servers, cashiers, and kitchen staff who have contact with
the customer should know appropriate and actual ways to upsell menu items. To
become effective. They must be trained and practiced for this sales technique. These
useful methods for up-selling will help increase sales and tip money.
Is a sales technique where a seller induces the customer to purchase more
expensive items, upgrades or other add-ons in an attempt to make a more profitable
sale.
While it usually involves marketing more profitable services or products, it can be
simply exposing the customers to other options that were perhaps not considered.

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 How to Up-sell
Your performance will be rated using

o Offer Multiple Suggestion. Workers can upsell whether they work in a

quick-service restaurant or a swanky lounge.
o Use Embellished Descriptions. Servers and restaurant workers can
upsell by describing the ingredients, cooking process or presentation of a
dish as a means of enticing customers and convincing them to buy.
o Wine Pairing. Wine can provide an excellent complement to a meal.
Therefore, wine pairing is also a great way to upsell to your customers.

Ways on how to train staff about upselling:

o Allow servers to taste menu items. Provide opportunities for servers to taste
menu items, including daily specials.
o Train in menu knowledge. Make menu knowledge a priority. This way, servers
can speak intelligently about the preparation and quality of food.
o Suggest vivid descriptions. Offer ideas on how to use colorful language when
describing dishes.
o Role play with the food and beverage service attendant or waiter. Practice with
other waiters to demonstrate how to ask questions or offer more items.
o Provide rewards. Hold contests and offer incentives for servers who sell the most
dessert or daily special, giving food or gift cards as prizes.

Skills Trial

Direction: Role play the following samples on how to upsell.

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 UPSELL

Sample 1
Waiter: “Would you care to start with an appetizer tonight? Our chef is
Running our house favorite, a baked lobster dip with crostini.”

Customer: “That sounds good. What else is in it?”

Waiter: “it has a creamy Alfredo sauce with roasted red peppers,
artichoke hearts and fresh lobster. I have one whenever I come
in for dinner”.
Customer: “That sounds great! We’ll have one!”

Sample 2
Customer: “No thanks, I am allergic to seafood.”
Server: “Sir, the kitchen is also running a delicious tomato-basil
Bruschetta served with seasoned olive oil and crusty French
Bread.”
Customer: “Hmmm, that sounds good. I will take one.”

Sample 3
Customer: “I will have the chicken marsala.”
Server: “Would you like to add a soup or a salad to your entrée?
Today’s soup is cream of wild mushroom.”
Customer: “Hmmm, that sounds good, I will take a cup.”

Sample 4

“Would you care for a slice of our homemade chocolate layer cake. It is layered with a rich
dark chocolate ganache and raspberry filling and served with our signature chocolate velvet
sauce.”

Your performance can be assess through the following rubrics:

Your answer shall be assessed using the rubrics below.

Assessment

Criteria Excellent Very Satisfactory Needs Total

( 5 pts ) Satisfactory ( 2 pts ) Improvement
( 3 pts ) ( 1 pt )
Slow moving
but highly
profitable
items are

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 suggested to
increase
guest check

Second
servings of
items are
ordered

Food portion
or size is
mentioned for
possible
adjustments
with the
orders

New items are

recommended
to regular
guests to
encourage
them to try
other items in
the menu

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 QUARTER 3

LESSON 4

PROVIDE FOOD AND BEVERAGE SERVICES

TO GUESTS

OBJECTIVES

At the end of this lesson, you are expected to do the following:

a. Serve Food Orders;

b. Assist the diners;
c. Perform Banquet and catering service;
d. Serve Beverage Orders;
e. Process payments and receipts;
f. Conclude Food Service and Close Down Dining Area and;
g. Manage Intoxicated Person

This module covers topics on the activities a food attendant needs to undertake in order
to fulfil his/her responsibilities such as meeting and greeting of guests, taking food and
beverage orders, serving orders, ensuring guest satisfaction, presenting guest accounts,
concluding food and beverage service, and preparing for the next service.

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 LEARNING OUTCOME 1

SERVE FOOD ORDERS

OBJECTIVES

At the end of this lesson, you are expected to:

1. Serve food selection promptly from service areas;

2.Check food orders for presentation and appropriate garnish and accompaniments;
3.Serve food orders to the guests;
4. Serve food orders and clear with minimal disturbance to other guests and in
accordance to hygienic requirements

5. Serve food orders in accordance with the enterprise serving style standards;

6. Mention the name of the dish or order upon serving the guests;

7. Monitor sequence of service and meal delivery in accordance with enterprise

procedures.

High restaurant customer service standards are essential to the growth and success of an
establishments. You must listen and follow up, have courtesy, and you should have a happy staff,
always be there for your guests and lastly, establish guest connection. The following steps are
the proper way to establish the excellent service for the guests.

INFORMATION SHEET 4.1.1

SEQUENCE OF SERVICE

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 Every restaurant owes its existence to its guests. Without guest, there is no business. Even
having beautiful surroundings or delicious food, if service is poor guests might not be likely to come
back. Satisfied guests promote repeat business and make positive referrals to their families and
friends.

As a staff, projecting a professional attitude: promptness, good manners, enthusiasm, and

team work with produce high quality of service. Knowing what to do in every stage of the meal service
yields efficient job and a happy customer. Treating guests with care and providing an exceptional
place for them to enjoy a meal is one of the reasons as they will come back again.

SEQUENCE OF SERVICE CRITICAL STEPS PROCEDURES

1. Greeting the Customer 1. Acknowledge the customer 1. Greet the guests

quickly.
.

a. Remember to walk to meet

2. Greet the customer in a the guest(s) in foyer when time
friendly and natural way. allows.

B .Offer to hang coats up for

the guests.
3. Use the customer’s name if
you know it.

2. Escort guests to appropriate

table.
4. Be aware of a customer’s
particular needs.

3. Make sure that server knows

the guest has been seated.

2. Taking Order 1. Be alert to customer needs. 1. Greet guests and describe

specials.

2. Know the menu, ingredients,

and the preparation methods. 2. Server takes beverage order
starting with eldest lady guest
and continuing clockwise
3. Be prepared to make around table.
suggestions and
recommendations.
3. Place beverage in Micros
and Service.

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 4. Use a system.

4. Present beverages on the

right side of the guest with right
hand.

5. Take food orders. (table #,

seat #, etc.)

6. Suggest wine with meal and

take wine order.

7. Remove base plates and

menus when order for
appetizers and entrees are
completed.

8. Place order in Micros and

print.

9. Bring all applicable

silverware and wine glasses
needed.

10. Deliver bread and butter.

There should be one roll for
each guest at the table.

3. Serving the Meal and 1. Make sure each dish is 1. Clear any empty glasses and
Maintaining Service complete replenish beverages.

2. Serve everyone at the same 2. Check bread and butter.

time.

3. Present uncork, wipe bottle

with clean cloth and serve wine
if ordered, unless guest

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 3. Serve children and women specifies when wine should be
first. served.

4. Serve from left, remove from a. Wine is serve d to a

right woman first, then men in
clockwise fashion. (Unless the
woman ordered with wine)
5. Check back in first few
minutes.
4. Proper order of course:

a. Appetizer
6. Be observant of food not
eaten. b. Soup

7. Clean and clear constantly. c. Salad

8. Re-supply beverages and d. Entrée

condiments.
e. Beverages

5. Serve first course. Serve all

courses from the left.

a. Serve ladies first, then men

in counter-clockwise.

6. Check back within two bites

or two minutes in each course.

7. Clear the first course when

all are finished. Clear all
unused silverware for that
course.

8. Refill bread and butter.

b. Remember, if someone
pushes his/her plate away. Or
ask you to take it, you make
take it early.

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 9. Read the table for additional
beverages needs. Bread and
butter, etc.

Bring the silverware

required for the next course.

10. Serve each course in

succession, serving the eldest
lady first and continuing
counter-clockwise.

a. Remember to offer ground

pepper with the salad course.

11. Clear each course when all

are finished and removed
unneeded silverware soiled
plates, and glassware.

12. Check on beverages,

water, bread/butter throughout
the meal.

13. When clearing entrée

plates, remove bread/butter,
salt and pepper.

14. Prior to dessert, the table

should have only:

a. Flower/candle

b. Possible cream and sugar

c. Beverages the guests are

finishing.

15. Print copy of check to check

for accuracy and to have one

Food and Beverage Service NCII Page 209

 ready in case guests do not
wish to order dessert or coffee.

16. Crumb table.

17. Present the dessert cart to

the table. Take dessert, coffee,
and dessert wine order

a. Remember to suggest
port or dessert wine.

18. Place dessert order into

Micros and print.

19. Bring appropriate dessert

silverware, coffee cups, and
saucers.

20. Serve dessert and/or coffee

and/or dessert wine. Pour
coffee at table. Never pre-pour
coffee in the kitchen.

21. After dessert, clear soiled

plates, glassware and
silverware.

22. Table should have on it only

what is being used. Refill
coffee, beverages, and water
as needed.

4. Presenting the Check and

Saying Farewell
1. Check should be accurate 1. Present Check
and legible.
2. Collect check and
cash/credit card when visible.

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 2. Time check delivery
carefully.
3. Return correct change to
table or have appropriate
person sign credit card
3. Know the restaurant’s policy voucher.
on personal checks and credit
cards

4. Thank guests and bid

farewell – sell return visit.
4. Never count your tip until the
customer has left.

5. Before guests are out the

door, scan table and
5. Thank the customer and sell surrounding floor and chairs to
a return visit. make sure guests have not
forgotten valuable things.

6. Take check to cashier to be

closed.

7. Reset table as needed.

STYLES OF SERVICE

The hospitality industry has many different types of food and beverage settings such as
restaurants, clubs, cafes, pubs and catering operations. The role of the food and beverage staff
depends on the nature and style of the venue. The basic skills remain the same, but the style of
service will reflect the type of operation.

1. Full Silver Service

This is a form of table service where the dining staff brings the meal to the guest, who is seated at
the table. The food is served to the guest from silver flats.

2. Pre-Plated Service

The dining staff receive the meal already plated from the kitchen and present it to the guest ready
to eat. A cloche is used to cover the plate. The staff servers remove the cloche from the guest plates
simultaneously with showmanship.

3. French Service

It is personalized service. Food is brought from the kitchen in dishes and slavers which are placed
directly on the table. The plates are kept near the dish and guests help themselves.

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4. Buffet

A buffet is a meal where guests leave their table to choose food from a selection of dishes that are
on display. This type of service is suitable when there are large numbers of people requiring service
over a short period.

5. Counter or Cafeteria Service

It is a form of service where the guests collect a tray from the beginning of the service counter,
moves along the counter selecting the meal, pays cash and then collects the appropriate tableware
for the meal and the look a table to sit at. It includes takeaway food.

6. Bistro Service

A casual style of table service in smaller cafes and bars with cheaper meals.

7. A la carte Service

Menu is generally printed and well-presented. Lists a variety of dishes that are individually priced.
Dining staff goes to the table to take orders and deliver food and beverage orders. Food is cooked to
order. Dining utensils are pre-set on the table. Setting is changed as food and drink is ordered.

8. Table d’hote Service

A fixed price meal of set courses. Food is delivered to the table but there is limited or no choice.

9. Room Service

It means servicing of food and beverage in guest room of hotels. Small order is served in tray. Major
meals are taken to the room on trolleys. The guest places the order with the room service order taker.
The dining staff receives the order and transmits the same to the kitchen.

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 SELF CHECK 4.1.1

A. MULTIPLE CHOICE: Select the letter of the correct

answer.

1. Food is brought from the kitchen in dishes and slavers which are placed directly on the table. The
plates are kept near the dish and guest help themselves.

a. Bistro Service c. Room Service

b. French Service d. Full Silver Service

2. Servicing of food and beverage in guest room of hotels.

a. Full Silver Service c. Room Service

b. Buffet d. A la carte Service

3. The dining staff receive the meal already plated from the kitchen and present it to the guest ready
to eat.

a. Pre-Plated Service c. Bistro Service

b.Cafeteria Service d. Table d’hote Service

4. A meal where guests leave their table to choose food from a selection of dishes that are on
display.
a. French Service c. Full Silver Service
b. Buffet d. Room Service

5. A casual style of table service in smaller cafes and bars with cheaper meals.

a. Pre-Plated Service c. French Service

b. Full Silver Service d. Bistro Service

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 View the Ways

Watch a video presentation on how to use appropriate garnish and accompaniment

and make a narrative report about what you have learned in the presentation. Be
guided by the following questions:
1. What is the video presentation all about?
2. How are kitchen tools and equipment sanitized in the presentation?
3. Why is it important to use appropriate garnish and accompaniment?
4. Is there an application of appropriate safety measures in the
presentation?

Your answer shall be assessed using the rubrics below.

CRITERIA 4 3 2 1

Exceptionally Generally Lacks clarity, Unclear,

clear, easy to clear, able impossible to
Clear follow difficult to
to follow follow
follow

Concise The The The The explanation

explanation explanation explanation posed and
posed and posed and posed and methods used are

methods used methods methods used inadequate

are advanced. used are are somewhat
appropriate. simple.
.

Comprehensive Thorough and Substantial Partial or not Misunderstanding

comprehensive explanation or serious
comprehensive
e explanation misconception on
Explanation the explanation

Relevant Highly relevant Generally Somewhat Irrelevant

relevant
relevant

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 Are you now equipped with the facts on how to
use appropriate garnish and accompaniment?
The next topic will give you the complete idea
on how to serve food orders to the guests.

INFORMATION SHEET 4.1.2

Service is a term that is used to describe the manner and method by which food
is served to guests in food service operations. This often constituted an elaborate protocol,
much of which is no longer in vogue, although some technical terms are still in use today.

Service Guidelines

Although styles of table service can range from those used in elegant, formal dining to those
appropriate to relaxed, causal meals, customers are always entitled with courteous and
knowledgeable service from servers who take pride in their work.

Protocol

1. The guest of honor, if there is one, is served first, and the host last.
2. Serve children, women, and men, in that order.
3. Serve clear beverages and food from the guest’s right side (except under
Russian/English – silver service.)
4. Clear soiled dishes from guest’s right side
5. Carry flatware on a serviette or an STP (Standard Transport Plate).
6. Carry glassware on a beverage tray.
7. Do not reuse flatware for a subsequent course.
8. Wait until everyone at the table has finished a course before clearing.
9. Do not reach across a guest if you can approach from the other side.
10. Do not touch a guest, and do not allow a guest to touch you.
11. Try not to interrupt guests who are engaged in conversation.
12. Serve and clear with the hand farthest from the guest.

Guidelines on Etiquette

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 Most guests are less concerned with the techniques of service than with the manner in
which they were served. Intrusive service is annoying, regardless of how skilled the server
is. Considerate service is both efficient and pleasant, and it is likely to persuade a guest to
return.

1. Carry plates and drinks so that your fingers are well away from the food or rim of
the glass.
2. Never rush the guest by bringing the courses to the table too quickly.
3. Position the plate of food in front of the guest as the chef intended.
4. Try to anticipate your guest’s requests rather than simply responding to them.
5. Take the time to groom the table before serving each course.
6. Serve each guest in a timely manner so that he or she does not have to make repeated
requests for service.
7. Take note of any physical limitations or characteristics preferences such as left-
handedness, in order to make the necessary adjustments.

Monitor sequence of service and meal delivery in accordance with

Enterprise Procedures

INFORMATION SHEET 4.1.3

SERVING TECHNIQUES

Service is a term that is used to describe the manner and method in which food is
served to guests in foodservice operations. The dish is first offered to guest for viewing or
approval, and then food is served to the diner’s plate at a pedestal table or gueridon, which
is located close to or beside the dining table.

1. Never reach across in front of a guest when serving food or dishes.

2. Serving of Food with One Hand.

3. This service technique is used only for platter service and involves the so-called long
grip. In the long grip, the utensils are held in the right hand. Hold the spoon between the
index and middle finger and the fork between the index finger and the thumbs.

4. The curves of the spoon and fork should align. Gently slide the spoon. Remove your
index finger, apply light pressure to the fork, and lift.

5. When a course is finished, remove serving dishes and silver first, then remove the
dishes from each person’s cover, usually beginning with the hostess or guest of honor.

Food and Beverage Service NCII Page 216

 6. Avoid stacking dishes on the table in front of the guest in clearing the table. Use your
left hand to remove the plate. Transfer it to your right hand for the salad plate or other dish.
When an aperitif has been served, the empty glasses are cleared only after the wine is
served. If a white wine is served with the appetizer, the empty glasses are removed only
after the red wine has been poured. The red wine glasses are cleared after the coffee or
after-dinner drinks are served.

7. When guests are smoking, ashtrays are always changed before a new course is
served.

8. If a guest requests more water, fill the glass or goblet without removing it from the
table.
9. Glasses are handled by the base of the stem. Hold glasses by the foot or stem only.
To avoid fingerprints. Glasses are always placed to the right of the guest with the right
hand.
10. Handle flatware and cutleries properly. Separate the cutleries and sanitize well the
utensils, make sure that there is no fingerprints, serve or give silverwares without any marks
leaving it.

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 LEARNING OUTCOME 2

ASSIST THE DINNERS

OBJECTIVES
At the end of the session students will be able to:

• Know the proper way of treating the guest in different ages; and
• Learn the right way of assisting the guest according to their needs.

Information Sheet 4.2.1

3 MINUTE CHECK

About 3 minutes after you serve food, you should return to the table and check that the
customer is happy with everything. You call the 3 minute check. If the customer has not
started eating after 3 minutes, wait until they start eating.

Check to See if Guests:

1. Are happy with their food.

2. Require to refill of their drink.
3. Need glasses or tableware removed.
4. Need your attention for something else.

The 3 minute check gives customers an opportunity to tell you if:

Food and Beverage Service NCII Page 218

1. There is something wrong.e.g. their steak is not cooked as they ordered, or the food or
coffee is cold.
2. They would like to order something extra. e.g. a salad or another drink.

If there is a problem:
.
1. Apologize to the customer.
2. Organize a solution quickly
3. Make sure any replacement item is up to standard.
4. Check if the customer is happy this time.
5. Pass this feedback on the kitchen and your supervisors straight away.

GUEST WITH SPECIAL NEEDS

CHILDREN: Serving Infant or Young Children

1. Always treat all infant or young guests as V.I.P guest.

2. Deal with young guests with a playful mind and special care.
3. Be friendly and familiarize with the child.
4. Politely ask the parents to determine any special requirements such as;
a. Required cutlery
b. High chair,
c. Any special food recommended,
d. Whether allergic to any food or not.

ELDERLY GUESTS:

1. Escort the guest to the guest table and help him/her to be seated.
2. Arrange clam and quiet corner with suitable and comfortable chair for the aged guest,
3. Deal with the guest in clear, slow and calm voice.
4. Escort the old guests to the wash room and exit, if necessary.

SERVING DISABLED GUESTS:

1. Treat them with special care and attention and deal with a soft and clear tone.
2. Adjust yourself according to their pace.
3. Provide them a comfortable and suitable seating arrangement
4. Anticipate their needs. (e.g. wheelchairs, required cutlery).
5. Read the menu and describe buffet (if necessary)
6. Fill plate at buffer for them.
7. If the guest has difficulty with hearing then try to deal with them through the lip reading or
body language or gestures.

SERVING GUESTS WITH HEALTH ISSUES:

1. Identify whether the guests is allergic to any food or not. (e.g. seafood, nuts)
2. Determine from guest regarding any special dilatory needs.
3. Before serving the guest, confirm whether the guest has any serious health problem or
not. (e.g. heart patient or diabetic).
4. Check to ensure the food is prepared according to the requirement before serving it to
the guest.

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SERVING SINGLE GUESTS:

1. Arrange a comfortable seating arrangement with an interesting view.

2. Serve the guest with special attention.
3. Other newspapers and magazines.
4. Be familiarized with the guest and approach with friendly behaviour.

SELF CHECK 4.2.1

True or False: Read the statement below. Write T if the statement

is correct and F if the statement is incorrect.. Write your answers on your test notebook.

_____ 1. Seat hearing impaired customers away from excessive noise.

_____ 2. Never overfill glasses, cups, or soup bowls.

_____ 3. Guests with limited mobility should be placed within easy access of washrooms,
exits, and fire exits.

_____ 4. If the customer has children, ask whether a booster seat or high chair is needed.

_____ 5. After the guest depart, make sure that the area beneath the table is thoroughly
swept.

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 LEARNING OUTCOME 3

PERFORM BANQUET OR CATERING

SERVICE

OBJECTIVES

The following skills and knowledge shall be focus of this module:

• Prepare and check service ware for completeness ahead of time.
• Set up tables and chairs in accordance with the event requirements.
• Serve food according to general service principles.
• Handle food based on food safety procedures
• Ensure coordinated service of meal courses.
• Keep assigned areas clean in accordance with enterprise procedures.

Information Sheet 4.3.1

BANQUET AND CATERING FOOD SERVICE

A banquet is a large public meal or feast with main courses and desserts. It is
usually done for big events and occasions such as a charitable event, ceremony, and
big restaurants. The meal is often incorporated into a program with speeches, awards
and even performances. A spread of pre-selected food is served with the guests given
the chance to choose what they want to eat. Little personal attention is required through
waiters are expected to be alert and aware of the line and amount of food available

TABLE SETTING PROCEDURES

The Food and Beverage Service Attendants (FBSA) or waiters generally follow
American settings in a banquet service. However, the table setting may be modified
according to the menu.

French, Russian, or buffet service is typically used at a banquet. The head table is
usually served first and then the rest of the tables. Water and coffee are replenished
throughout the event.

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 After the completion of meal, the table should be cleared as per standard since
guests may remain seated for entertainment after dinner.

Banquet service does not require to present a check or collect payment at the end
of the meal as the banquet is paid for in advance.

Decorum on Banquet Floor

• Equipment Care – Carelessness and damage could result in a decrease in a decrease

in the number of available equipment. All equipment must be kept spotless clean at
all times and in good working condition.
• Cleanliness and Sanitation – All banquet and catering service personnel should
consistently practice a Clean-As-You-Go policy.
• Guest Relations and Requests – Whenever appropriate, the restaurant staff should
greet guests by their names in a formal and polite manner.
• Celebrities and VIP’S – Ensure that celebrities and VIP guests are not disturbed by
any autograph seekers, reporters, or photographers.

CATERING

There are two types of catering: on – premises and off – premises.

• On – premises catering – is used for any functional – banquet, reception, or any
event which is held on the physical premises of the establishment or facility organizing
or sponsoring the function.

• Off – premises catering – takes place in a remote location, such as a client’s home,
a park, an art gallery, or even a parking lot, and the staff, food, and décor is transported
to that location.

Party Food Caterers

Party food caterers supply only the food for an event. They drop off the cold food and
leave any last-minute preparation, service, and cleaning up to others.

Hot Buffet Caterers

Hot buffet caterers provide hot foods that are delivered from their commissaries in
insulated containers. They sometimes provide serving personnel at an additional charge.

Full –Service Caterers

Full – Service caterers not only provide food, but frequently cook it to order on-site.
They also provide service personnel at the event, plus all the necessary food-related
equipment such as chinaware, glassware, flatware, cutlery, tables and chairs, tents and
so forth. Moreover, they can arrange for others services such as décor and music. In
short, a full-service caterer can plan and execute an entire event, not just the food for it.

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 Catering can also be classified as social catering and corporate or business catering.

• Social catering – includes events as weddings, reunions, birthday parties, and charity
events.
• Business catering –includes events such as association conventions and meetings,
civic meetings, corporate sales or stockholder meetings, recognition banquets,
product launches, educational training sessions, seller – buyer meets, service awards
banquets, and entertaining in hospitality suites.

SPECIAL CONSIDERATIONS IN BANQUET AND CATERING SERVICE

Centerpieces

Centerpieces are decorative attention – getters that many establishments use to

enhance table presentations. The choice and style of centerpieces will depend on the
establishment’s concept and overall mood. They can range from small and discreet
accent pieces like low vases to large and flamboyant such as an ice sculpture and table
chandeliers.

Of the five types of centerpieces – floral and foliage, edible, sculpted, ceramic, and
lighting – floral and foliage pieces are the most common.

Floral and foliage centerpieces range from using fresh flowers and greenery to dried
flowers or silk and synthetic flowers and foliage. When choosing a floral centerpiece, take
these points into consideration:

• Expenses
• Scale and Proportion
• Scent
• Color coordination and seasonality

Linen

Along with chinaware, flatware, and glassware, linens are one of the important things
to consider in the foodservice industry. Linens are high-maintenance items. They are
expensive to purchase and must be laundered frequently which is labor intensive and
expensive. Table fabrics can vary in material, color, and styles to reflect the environment
and atmosphere of the dining roomor the mood of the event.

Dining Room Preparation

• Pre-set the necessary flatware on the table before service for most courses.
• Speed up service and provide more time for the server to better meet the guests’
needs in other areas.
• Pre –set multiple course settings to speed up service
• Utilize and set the appropriate flatware according to the menu and course order.
• Pre-set dessert flatware, coffee cups and saucers, bread and butter plates, and butter
knives.
• Pre-set each table with a napkin, printed menu, salt and pepper shakers, sugar
caddies, other condiments and lamps.

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 • Pre-set water, butter, and baskets of bread on the table nearer to where guests are
seated.

Menu Preparation for Banquet Service

Preparation of the menu presentation is part of a server’s general responsibility and,

more importantly, will help you feel more comfortable when describing menu selections
to the guests.

Major ingredients, the main item of the course, sauces, accomplishments and
garnishes should be explained.

Team System of Service

• Back Position
• Front Position
• Pre –Meal Briefing

Pre – Event Preparation Guidelines

• Make sure that linens are clear and pressed and without rips. fading or burns.
• Confirm with the captain or head waiter exactly what place setting is required for each
event.
• Fold napkins neatly according to the design selected by the captain, head waiter or
the event representative.
• Confirm that all utensils needed for each course are included at each place setting.
• Inspect all dishes and glassware for spots or blemishes.
• Make sure all wicker baskets are free of fraying and crumbs.
• Be at your post in uniform and ready to work at least 15 minutes before any event is
scheduled to begin.
• Complete all service setup.

General Banquet Service Guidelines

1. Tray jacks should only be placed around the perimeter of the room
2. Remove all trays from the room before the meal begins. Do not return them until
clearing is requirewith d or meal service has ended.
3. Remain on the floor while guests are eating
4. Do not leave the floor unless you have to remove dirty items or pick up food and
beverage items.
5. When in the room, keep quietly focused on diners. Do not huddle or chat with fellow
servers.
6. Constantly monitor the carpet for items that need to be picked up and removed.
7. Warm guests when serving hot plates, beverages, and others.
8. Handle all items as quietly as possible around guests and try to keep noise to a
minimum in areas adjacent to the dining room.

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 Round

• 30” round seats two to three people

• 36” round seats four people
• 42” round seats five people
• 48” round seats six people
• 54” round seats seven to eight people
• 60” round seats eight people
• 72” round seats ten people

Rectangular

• 18 x 72 seminar seats three (one sided)

• 18 x 96 seminar seats four (one sided)
• 30 x 48 inch rectangle seats four people
• 30 x 72 inch rectangle seats six people
• 30 x 96 inch rectangle seats eight people

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Standard Banquet Table Height and Width (for rectangular tables) is 29” – 30”

Table Spacing

When fixing out the layout of tables for a banquet or event, remember these points:

• Allot 18 inches from the edge of the table to the back of the chair for comfortable
seating.
• To save floor space, arrange square tables diagonally.
• A minimum of 42 inches between square tables, with chairs back to back, gives a
person about 6 inches to push out their chair, but no space for service to pass through

• To have a service aisle, a minimum of 60 inches between square tables is needed,

with the chairs back to back, providing around 26 inches for the service aisle.
• When setting up in small areas, a minimum of 24 inches may be placed between
corners of diagonal tables to allow customer access, though without a service aisle.

• If a service aisle is needed together with customer access, a minimum of 30 inches is

needed between corners of diagonal tables.

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 Banquet Table Set-Up Styles

Herringbone Style Banquet Room Setup.

• Herringbone Style set up is for dinners that will involve a speaker. The alignment of
the tables allows most guests to be comfortable when facing the speaker. The tables
are turned at an angle toward the head or speaker’s table. Chairs are placed on both
sides of the tables. If using your standard 8-foot banquet tables. It is recommend to
place three chairs on each side due to some guest wanting to turn their chair a little
more. Placing four chairs is acceptable.

Classic Banquet Set up.

• The table placement in classic style consists of long rows of rectangle banquet tables
with seats on both sides. This setup will allow for the most seats in a room. Notice in
the picture an extra person is added at the joint of each table. The set up allows for a
head table to be placed at the front of the room, as shown in the illustration.

U-Shaped Style Banquet Room Set up

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 • This set up works well for presentations where there will be interaction between the
guests, and the speaker. The speaker can walk up and down the hollow box inside
the U interacting with the guests. This style setup can be used for meetings, dinners,
or watching films. A video projector is usually placed at the front of the hollow part of
the U for this purpose.

Classroom Style Banquet Setup

• The Classroom Style is great for orientations or any other presentation when the
guests will need to be writing or eating while observing. Seminar tables are most
suitable for saving space with this setup.

Theater Style Banquet Setup

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 • Theater Style Banquet setup is the most space saving design. If your event for you.
You may administer this setup for watching films or performances. Banquet chairs are
faced towards the head table in front of the room.

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 SELF CHECK 4.3.1

Identify and Label each banquet setup style below. Write answers
in your notebook.

1. _____________________ 2. ______________________ 3. ___________________

4. __________________________ 5. __________________________

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 LEARNING OUTCOME 4

SERVE BEVERAGE ORDER

OBJECTIVES

OBJECTIVES
• Pick-up beverage orders promptly from the bar
• Check beverage orders for presentation and appropriate garnishes
• Serve beverages at appropriate times during the meal
• Serve beverages efficiently according to established standards of service
• Serve beverages at the right temperature
• Open full bottle wine orders efficiently with minimal disturbance to the other
guest
• Carry out wine service in accordance with establishment procedures
• Carry out coffee and/or tea service in accordance with establishment
procedures

Information Sheet 4.4

Beverage and Wine Service

Beverages are liquid formulations prepared for human consumption which have thirst-
quenching,

Refreshing, stimulating and nourishing qualities. Some beverage replenishes the

body’s fluids loss due to perspiration. They also provide nutrients like mineral salts and
vitamins. For example, milk is a source of calcium and citrus fruit-based drinks have vitamin
C. Most beverages supply energy in the form of sugar or alcohol. Generally, people drink to

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quench thirst, enjoy social meeting, to propose a toast, or just to enjoy the taste of the
beverage.

Types of Containers used in Serving Beverages

Glassware

Glassware refers to items used as beverage vessels or containers, typically made from
glass. The choice of the right glass is a vital element if the beverage is to be invitingly
presented to the guest. Well-designed glassware combines elegance, strength and stability
and should be smooth rimmed and of clear glass.

Standard shapes and sizes of glassware are available to serve specific wines,
cocktails and other beverages. Most glassware can be described as;

o Tumblers are flat-bottomed glasses with no handle, foot or stem

o Footed glasses have a bowl-shaped container above a flat base but no stem
o Stemware has a bowl-shaped container on a stem over a flat base

Glassware available for food service operations includes common glass, fully
tempered and lead crystal.

Fully Tempered Glassware

Commercial operations commonly use this type of glassware because it is stronger

than other types, although it has the disadvantage of shattering when broken.

Lead Crystal Glassware

It is known to have 24 per cent lead crystal and also known as flint glass this glassware
is known for its brilliance and clarity, but it is expensive. Fir that reason, it is best suited to
fine-dining establishments.

Handling Glassware

Important considerations in handling glassware

• Glassware should always be stored upside down in an appropriate rack.
• Check glassware frequently to ensure that it is free from cracks or chips and
that it is thoroughly cleaned
• Use a beverage tray to carry glasses in the dining room.
• Carry clean stemmed glassware by hand, inverting the glasses and placing
their bases between the fingers and the weight of the base of the next glass.
Depending on dexterity, hand size and experience, the server may carry as
many as 16 glasses this way.
• When presenting a set number of glasses onto a cover, be aware of accepted
industry standards. Wine or beverage glasses are placed to the right of the

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 water goblet in a sequence from right to left, the one furthest to the right being
used first.

Standard Sizes and Shapes

Glassware is available in a variety of sizes and shapes as shown in the following

examples.

Types of Glassware

Beer Mug or Stein

A beer mug takes its shape from the traditional

German beer stein or tankard made of pewter,
silver, wood, porcelain, earthenware or glass;
sometimes with a hinged lid and levered thumb
lift.

Flute Glass
A flute glass is the preferred serving vessel for
Belgian lambics and fruit beers and sometimes
Champagne. The narrow shape helps maintain
Carbonation while providing a strong aromatic
Front. Flute glasses display the lively carbonation
Sparkling, color and soft lacing of this distinct style
of beverage.

Goblet or Chalice
Chalices and goblets are large, stemmed bowl-
shaped glasses adequate for serving heavy
Belgian ales, German bocks and other big sipping
beers. The distinction between goblet and chalice
is typically in the glass thickness. Goblets tend to
be more delicate and thin, while the chalice is
heavy and thick walled.

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 Sniffers
Typically used for serving brandy and cognac,
a sniffer is ideal for capturing the volatiles of
aromatic beers such as Belgian ales, India pale
ales, Barley wines and Wheat wines. The shape
helps trap the volatiles while allowing swirling
to agitate them and produce an intense aroma.

Cocktail Glass
Section – on a stem above a flat base
Glass or stem cocktail glass is a drinking
glass with a cone-shaped bowl – the tip of
the cone forming approximately a 90-degree
angle in the cross section – on a stem above
a flat base.
The cocktail glass is used to serve a cocktail
or champagne. As with other stemware, the
stem allows the drinker to hold the glass
without affecting the temperature of the drink.
One variation is the double martini glass
Which is taller and wider at the opening than
a standard martini glass.

Red Wine Glasses

Glasses for red wine are characterized by
their rounder, wider bowl which gives the
wine a chance to breathe. Since most Reds
are meant to be consumed at room tempe-
rature, the wider bowl also allows the wine
to cool more quickly after hand contact
has warmed it. Red wine glasses can have
particular styles of their own such as;
Bordeaux glass - Tall with a wide bowl,
and is designed for full bodied red wines
like Cabernet and Merlot as it directs
wine to the back of the mouth.
Burgundy glass - Larger than the Bordeaux
Glass, it has a larger bowl to accumulate
aromas of a more delicate red wines such
as Pinot Noir. This style of glass directs
wine to the tip of the tongue.

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 White Wine Glass
White wine glasses are generally narrower,
although not as narrow as champagne flutes,
sides with somewhat straight or tulip-shaped
sides. The narrowness of the white wine
glass allows the chilled wine to retain its
temperature for two reasons;
• The reduced surface area of the
glass as compared to red wine
glasses means less air circulating
around the glass which warms the
wine.
• The smaller bowl of the glass means
Less contact between the hand and
the glass. Body heat does not
transfer as easily or as fast to the
wine.

Champagne Flutes
Champagne flutes are characterized by a long
Stem with a tall, narrow bowl on top. The
Shape is designed to keep sparkling wine
attractive and inviting during its consumption.
The glass is designed to be held by the stem
to help prevent the heat from the hand up
the champagne. The bowl itself is designed in
a manner to help retain the signature carbona-
tion in the beverage.
The champagne flute achieves by reducing the
surface area at the opening of the bowl.
Champagne flutes are often used at formal
engagements such as awards ceremonies and
weddings.

Sherry Glass
A sherry glass is a beverage ware generally
used for serving aromatic alcoholic beverages
such as sherry, port, aperitifs and liqueurs and
layered shooters. An ISO-standard sized
sherry glass is 120 ml. The copita with its
aroma-enhancing narrow taper is a type of
sherry glass

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 Coupette Glass
A modified version of the cocktail glass which
is used for serving drinks. The rim of the glass
is coated in either sugar or salt or any other
condiments. This is used for more exotic
drinks such as margaritas.

Old Fashioned Glass

The Old-fashioned glass, rock glass or
Lowball is a short tumbler used for serving
Liquor ‘’o n the rocks’’ which means over
ice or cocktails having few ingredients. It
is named after the old-fashioned cocktail
traditionally served in such a glass. A
White Russian is traditionally served in
the Old Fashioned Glass.

Beer Glass or Pilsner

A beer glass is used to serve beer,
sometimes also known as a Pilsner
The German glass generally holds 500
milliliters with room for foam or head. It
is much taller than a pint glass. It is
very narrow at the bottom and slightly
wider at the top. In other countries
such as Belgium, the glass may hold
250 ml or 330 ml. The tall glass pro-
Vides room for the often thick, fluffy
heads produced by the style which
traps aromas and is visually pleasing.

Pitcher
This larger container usually has a
handle and a lip or spout for pouring
the contents into several glasses which
is available in glass or plastic. Pitchers
are generally used for serving beer from
a beer keg or draft beer.

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 Yard Glass
A yard or yard glass is a very tall glass
used for drinking beer, a yard or yard of
ale also refers to the quantity of beer held
by such a glass. The glass is approximate-
ly one-yard long and holds two imperial
pints 1.14 liters of liquid. The glass is
shaped with a bulb at the bottom and a
widening shaft which constitutes most of
the height. Because the glass is so long and
in any case does not usually have a stable
flat base, it is hung on the wall when not in
use.

Coffee Mug
A coffee mug is a smaller version of the beer
mug. It is made of thick heavy glass and
used for coffee.

Irish Coffee Cup

A uniquely shaped glass with a handle flat is
Used to serve any hot beverage such as
Spanish Coffee, Irish coffee or cocoa.

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 Highball Glass
A highball glass, a glass tumbler contains 8 to 12
fluid ounces -240-350 ml and is used to serve
highball cocktails and other mixed drinks. A
Highball glass is taller than an Old Fashioned
Glass, shorter and wider than a Collins glass.

Beverage Service Techniques

The following are common procedures in serving beverages

• Place the drinks sequentially on the beverage tray so that the first drink served is
closest to the server and the last drink is the farthest away.
• Carry beverages on a well-balanced beverage tray with the left hand and serve with
the right hand from the guest’s right side.
• Never place your fingers near the rim of the cup or glass.
• Hold a stemmed glass by the stem and a base glass by the bottom third of the glass.
• Make sure that glassware, cups saucers, and utensils are clean and present a new
glass or cup and saucer with each new beverage.
• Never overfill the glass or cup.
• Use a cold glass for cold beverages and a warm cup for hot beverages.
• Place a cocktail or beverage napkin under the glass when serving on a hand
uncovered surface.
• If a beverage is spilled, remove the glass or cup and saucer and replace it with a
new beverage.

Cold Beverage Service

Cold beverage service include a beverage or cocktail trays presenting water, soft
drinks, milk, liquor and wine. Glasses should be carried on a beverage or cocktail tray.
Clean stemmed glasses should be carried by hand safely and expeditiously to save time.
The technique is very specific to avoid contact with the bowl of the glass. Glasses are
placed upside down with the stem between the fingers and the bowls of the glasses
touching one another.

Water Service

Most restaurants serve water to guests automatically. Generally, restaurants that do not
serve water automatically prefer to sell bottled water or other beverages. For water service,
the protocol is as follows;

1. Preset water glasses to the right of the guest’s cover or place setting. Usually above
and in line with the entrée knife.
2. Bring a pitcher filled with ice water and plenty of ice to the table.
3. Use a neatly folded service towel or STP to catch any drips. Pour water into the
water glass, being careful not to overfill. The glass should be about three-fourths full.

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 4. Refill the glass as needed, never allowing the glass to be less than one-fourth full.
Water service requires constant attention
5. If the water pitcher has an insufficiently wide spout, it may be necessary to remove
the glass from the table and pour water behind the guest to avoid spills on the table.

Mineral Water

Mineral water should be served cold and poured into a glass that is shaped differently from
the water goblet for easier identification. Avoid adding ice unless the guest requests it.
Guests often order mineral water because they dislike the taste of tap water’s taste. Melting
ice will add tap water flavors to the mineral water.

Other Cold Beverages

Use the proper glass when serving beverages such as soft drinks, milk and iced tea. If
using garnishes, ensure that they are appropriate and fresh. Place the beverage to the right
of the guest’s cover.

When serving bottled beverages, place the appropriate glass before the guest. Fill it to no
more than two-thirds of the way to the top. Leave the bottle to the guest’s right with the
label facing the guest.

Service of Aperitifs

The term ‘’aperitif’’ covers a wide range of drinks that may be served before a meal.
Aperitifs may be offered at the table once the customers have been seated or may be
offered in the lounge or reception area.

Service of some popular bar drinks is illustrated in this table.

Drink Service
Baileys Either chilled or with crushed ice as frappe
No addition to good brandies – popular mixers
Brandy for lesser brandies are lemonade or peppermint
together with ice.
Soda water or lemonade together with ice and
Campari slice of orange

Lemonade or cola with ice and slice of lemon or

Dark Rum lime or with blackcurrant and no ice

Sherries Served chilled

Angostura Bitters and ice -pink gin- or with tonic

Gin water or bitter lemon together with ice and slice
of lemon or lime.
Liqueurs May be served naturally or on crushed ice as
frappe

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 Properly chilled but can be with ice and lemon or
Mineral Water lime at the request of the customer sometimes
served with cordials or fruit juices.
Aerated waters Served chilled or with ice and slice of lemon or
lime or orange sometimes served with cordials
Pernod Water and with ice offered and sometimes with
cordials and or lemonade
Lemonade, ice and slice lemon, cucumber,
Pimm’s apple, orange and a sprig of mint some or tonic
times also topped up with ginger, ale, soda or
tonic water
Port – white Served chilled sometimes with ice and slice of
lemon or lime
Port – ruby Good port served naturally. Lesser port either by
itself or with lemonade.
Sambucca Coffee bean and set alight
With ice and slice lemon or lime or sometimes
Vermouths with lemonade. Dry vermouths may alternatively
be served with an olive. Sweeter vermouths are
served with a cocktail cherry.
Tonic water or lemonade, ice and slice of lemon
Vodka or lime, orange cordial, ice and slice of orange,
lime cordial, ice and slice of lemon and
Worcestershire, sometimes with salt offered and
also celery sticks.
Whisky Natural or with water which is often still mineral
water, with ice offered or with dry ginger or
Canada Dry or soda water and with ice offered.
Wine By the glass and sometimes for white wine, with
soda water or sparkling mineral water or
lemonade, as spritzer.
White rum Natural with ice or with cola, ice and slice of
lemon or lime.

Wine Service

Familiarity with the establishment’s wine list and the basic principles of pairing wine
with food is critical to a server’s success. Before suggesting wine to guest, ask first what
kinds of wine they like to avoid before making suggestions.

Be aware of any wines that may not be available or that have a different vintage year
from that stated on the wine list. Use the following tips to help guests select wines;

1. Take the wine order from the host, either by name or bin number.
2. Check the wine label and vintage for accuracy before presenting the bottle to the
guest.

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 3. Pre-set the appropriate wine glasses by handling the stems only. Bring the bucket
to the table if serving is white wine. In formal settings, an additional tasting glass
may be brought for the host to taste the wine.
4. Determine who will be having wine and ensure that all guests are of legal drinking
age.
5. Present the wine to the host for verification and repeat the wine’s brand, variety of
classification, appellation and vintage.
6. Determine when the guests want their wine poured.
7. Pour 1 ounce – 30 ml of wine for the host for tasting purposes. If the wine is
refused, determine the reason and find the manager. A faulty cork occasionally
compromises the flavor of the wine. In that event, the manager may replace the
wine with another bottle.
8. Avoid reaching in front of the guest to pour. Delicately pour wine in a continuous
flow for each person from the right side and with the right hand, twisting the bottle
at the end of each pour to avoid drips.
9. Return the wine to the wine bucket or to the chiller on the table with the label facing
the host.
10. Avoid over pouring wine.
11. Discreetly allow the host to know when the bottle is empty and determine whether
another bottle is desired. If the host orders another bottle of wine, bring a clean
glass for tasting, even if it is the same wine.
12. If guests switch to a different wine, bring clean and appropriate wine glasses.
13. When guests have finished the bottle and do not require another, remove it from
the table before removing the wine glasses.

Opening Procedures to White, Rose and Dessert Wines

To open white, rose and dessert wines;

1. If using a wine bucket or chiller, put equal amounts of ice and water into it until it
is three-fourths full. Place it in either a wine bucket stands or on table to the right
of the host.

2. Present the wine with the label facing the host from the right side. Read the wine’s
primary identification, the brand, variety or classification; the appellation and the
vintage.

3. Place the wine bottle in the bucket, draping a service napkin in the form of collar
around the neck of the bottle. When opening it, for additional support, rest the
bottle on the side of the bucket.

4. Remove the top half of the seal by cutting it above or below the lip of the wine
bottle. If the seal is torn, remove it from the bottle entirely and put it in your pocket.
If the bottle has an exaggerated lip at its top with a small seal affixed to the surface
of the cork, perforate the seal with the worm of the corkscrew before proceeding
with cork removal.

5. Insert the worm of the corkscrew into the center of the cork and twist until four turns
of the worm are in the cork. Place the corkscrew lever onto the lip of the bottle,
break the seal and pull the cork straight out using the lever. If necessary, use a

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 delicate wriggling motion to remove the cork completely. Unscrew the cork from
the corkscrew.

6. Use a clean napkin to wipe any particles from the mouth of the bottle.

7. Present the cork to the host’s right side by placing it on a dolly on a plate. The host
will examine the condition of the cork to determine the storage conditions of the
wine. Remove the plate and cork from the table after the guest has been served
by the wine.

8. Remove the bottle from the chiller or bucket, holding the bottle over the long folded
portion of the service towel collar, leaving the label exposed to the guest’s view.

9. Pour about one ounce – 30 ml of the wine into the tasting glass for the host’s
approval.

10. After the wine has been approved, pour wine for the other guests, serving the host
last.

11. After pouring the wine in three or four ounce – 90 or 120ml servings, place the
bottle back into the ice bucket or chiller and fold a service towel over the top of the
bucket.

12. Avoid pouring more than three or four ounces of wine at a time to prevent warming
that may impair the flavor. Pouring smaller servings is especially important with
dessert wines, which are often consumed more slowly so that guests can savor
their flavors.

Opening Procedures for Red Wine

Red wine is served at room temperature. The following are the procedures for opening
red wine.

1. Present the bottle of wine at the right side with the label facing the host.

2. Place the bottle on the coaster and remove the top portion of the seal;

3. Use the same opening procedures described above and use the doilies plate to
preent the cork to the host.

4. After approval pour four to six ounces of the wine depending on the style of glass
used or use standard rules of protocol.

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 5. Place the bottle on the coaster or doilies bread and butter plate toward the center
of the table, label facing the host.

6. Remove and pocket the cork.

Decanting Red Wine

Red wines are decanted for three reasons;

• Decanting allows some wines to breathe so that the full aromatic bouquet can
be revealed.

• Careful decanting removes the wine and leaves any accumulated sediment in
the bottle.

• Decanting allows wines from a cellar to reach their proper serving temperatures
more speedily; a process called chambering.

Do not begin decanting wine more than a half hour before it is to be served.
Pour the wine from the bottle carefully into a glass or crystal decanter – 33 ounce or 1
liter minimum in a slow but steady stream.

If decanting an old wine, pour slowly and continuously so as not to loosen the
sediment. Stop pouring as soon as you see sediment approaching the neck of the
bottle.

Young red wines may be high in tannins. Aerating such a wine by decanting it
allows the hard tannins to seem less astringent and makes the wine easier to drink.
Avoid decanting more delicate red wines such as Pinot Noir. The server should use
the opening procedures described earlier for red wine.

Older red wines – 10 years or more ideally need to stand upright from 24 to 48
hours prior to serving. If the bottle has just been brought from the cellar, however place
it in a candle or wine basket and open it there, taking care not to disturb any sediment.

When serving from a wine cradle, a lighted candle on a plate or a flashlight

should be placed to the right of the decanter so that the server can clearly observe the
flow of wine down the neck of the bottle. Stop pouring as soon as sediment approaches
the neck and do not interrupt the flow because that will loosen the sediment and allow
it to spread through the wine.

For very expensive older red wines, the guest might choose to be served the
remaining wine, regardless of the sediment. In that case, use a special silver funnel
with a strainer to pour this wine into a separate glass.

Opening Procedures for Sparkling Wines

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 Sparkling wines should be chilled to 40 F – 45 F – 4C – 7C before opening. The most
efficient way to chill sparkling wines is with a sparkling wine bucket, which is taller than
conventional wine buckets. Chilling the wine from storage temperature should take about 20
minutes. Insufficient chilling may cause the cork to exit the bottle explosively, some wine may
overflow and carbonation may be lost.
1. At the table, remove the sparkling wine from the ice bucket and wipe it dry with a
service towel.

2. Holding the bottle at chest height at 45’’ angle, find the perforation or wire loop and
pull it out from under the foil.

3. Remove the top part of the foil and then twist the wire loop counter clockwise about
5 ½ times until the wire cage can be lifted from the lip of the bottle. Put the cage in
your pocket.

4. Still holding the bottle at a 45’’ angle, grasp the cork in your left hand, and twist the
bottle counter clockwise with your right. Do not twist the cork as it might break.

5. As the cork is being expelled from the bottle, carefully counterbalance the pressure
by gently holding it in and tilting it toward yourself. Allow the slightest amount of
gas to escape to help preserve the bubbly character of the wine. The guests should
hear a soft hiss rather than a loud pop.

6. Continue to hold the bottle at 45 angle for several seconds to equalize the pressure.

7. Present the cork on a doilies plate to the guest.

8. Wrap a service towel around the neck of the bottle. Pour a 1-ounce – 30 ml taste
for the host’s approval.

9. After the wine is approved, pour it for each of the guests. Pour the wine down the
center of an appropriate flute or tulip glass, waiting for foam to subside. Continue
to pour until the glass is three-fourths full.

10. After pouring, put the bottle back into the bucket with the service towel draped over
it.

Service Temperature of Wine

Serving wine at its appropriate temperature is important. Neglecting this aspect will at
the least diminish the guest’s appreciation of the wine and at worst destroy the wine’s
character and taste.

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 The senses of taste and smell are important to the appreciation and enjoyment of wine.
The volatile compounds of red wine are released at higher temperatures than those of white
wine, so red wine’s aromas are easier to detect at 60-65 F – 16-18C

White wines should be chilled so that their acidity is less pronounced on the palate.
As a general guideline, the higher the acidity on wine, the lower the serving temperature
should be to preserve the balance of the wine on the palate.

Here are general serving temperatures for wines;

Whites

▪ Dessert and Sparkling Wines - 40-45 F 4-7 C

▪ White Wines, Roses, Sherries - 45-50 F 7-10

Best Champagnes

▪ Best Quality Dry Whites; Light - 50-55 F 10-13 C

Reds e.g. Beaujolais Nouveau

▪ Light Reds, Ordinary Bordeaux -55-60 F 13-16 C

▪ Full-Bodied Red Wines -60-65 F 16-18 C

Technique in Serving Wine

▪ Approach the guest who ordered the wine from the guest’s right side.

▪ Pour about 1 ounce into the glass. Allow the wine to be tasted and either
accepted or rejected.

▪ Proceed to serve other guests at the table, serving ladies before gentlemen.

▪ Pour from the right side of the guests, using your right hand, right foot forward
and traveling around the table in clockwise direction, if possible.

▪ Fill each glass with 3 to 5 ounces of wine. The wine glass should not be more
than half full at any time.

▪ Replace the bottle in the ice bucket – if white wine or sparkling wine

▪ When pouring the wine, never allow the bottle to touch the rim of the glass.

▪ As you pour, make sure the label is always fronting to each guests.

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 ▪ To pour, use your wrist. Tip the bottle slowly downward until the wine begins
to flow. When the wine has been poured, pivot the wrist and twist the neck of
the bottle upward, so the wine will not drip from the bottle and avoid any
spillage.

▪ Touch the tip of the bottle with a clean, folded serviette/napkin to catch any drip
from the bottle.

▪ Refill glasses as they are emptied. Do not wait to be asked.

Basic Phraseology When Serving Wine

▪ Present the bottle of wine to the guest and you may say;

‘’Sir, may I present to you your order of – name of wine, with a very good vintage
year, a heavy/light bodied red – or white wine.’’

▪ Before opening the bottle, you may say to the host;

‘’Shall I open the bottle for you Sir – present the cork and say, ‘’here is the cork
sir.’’

▪ The wine is usually served for tasting to a male host. If there is no male host to
taste the wine, the sommelier may do it for them but you must first ask
permission.

‘’May I have the privilege of tasting the wine for you madam’’

▪ After tasting, you may say;

‘’It’s a perfect choice madam. ‘’Or if the taste of wine is flat, you should change
it and say; Would you mind if I will change this bottle of wine for you, madam’’.
▪ When pouring for the host wine tasting, you may say;

‘’Would you like to try now the wine sir’’

Other phraseology for serving beverages

• May I offer you a glass of

Offering Drink refreshing drink before your
meal or to start with.

• Offer aperitif. May I suggest a

For lunch/dinner glass of aperitif like dry martini
or sweet vermouth to start your
meal.

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 • May I get you a bottle of chilled
beer or a martini perhaps
before we serve you dinner.
• Madam, May I get you a
refreshing cocktail – F or bars

• Mr/Mrs. ---------------, shall I get

If you know his favorite you your favorite -------------.
offer it before he asks for it. • For martini, you can ask-
‘’Would you want it sweet or
cocktail.’’
Ask follow up question; • For drinks ordered straight or
on the rocks, ask; ‘’Shall I make
it double for you sir.’’
• For scotch; ‘’Would you like
your scotch go with water,
soda, or ale on the side’’.

• Do you like to try our famous -

Offer drinks of the month or fascinating – drink of the
or other drink specialties month, the ---------- It’s a very
special concoction of our Bar
Manager, I’m sure you’ll like it.

• For example, peach daiquiri.

It’s a perfect blend of light rum
If ask about a cocktail mention and our local peaches.
the base and modifying agent • For Irish coffee, It’s a
fascinating blend of Irish
Whisky and hot coffee, topped
with whipped cream.

• For example; For the first lady,

ask ‘’Madam, May I offer you a
glass of refreshing drink for you
to start with.’’
• For the other lady; ‘’and for you
madam, do you like to join her
for a glass of -mention the
When offering drinks to several order of the first lady – or you’ll
guest on one table, use variety have a cocktail instead.’’
of phraseology so as not to • For the gentleman; ‘’and our
sound monotonous gentlemen shall I get you a
bottle of beer or a shot of
brandy’’.
• And for the host; ‘’and you sir,
what drink do you like to start
with’’.

When the glass is almost empty • Shall I get you another round of
offer another drink. your – mention drink.’’

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 • I understand that you are
For special occasion that calls celebrating a special occasion
for celebration like a birthday or tonight. May I suggest a bottle
anniversary of champagne to highlight the
occasion.’’

• Sir may I suggest a bottle of

wine to compliment your meal,
or perhaps you would like to
If guest is ready to order wine see our wine list.
say; • Sir if you have made your
choice, may I take your wine
order.’’

After taking wine order, repeat • ‘’Thank you very much sir,
order you’re having a bottle of -name
of wine.

Hot Beverage Service

The quality of hot beverage service is critical because it is often a guest’s last
impression of a dining experience. Coffee or tea may be served as a one-step or two-step
procedure, depending on the number of guests at the table.

One-step service means that the warmest cups and saucers. Spoons, and condiments
are brought to the table on a beverage tray at the same time as the coffee or teapot. The
service ware and condiments are placed appropriately on the table first, and then the server
pours coffee or tea into the cup.

A two-step service requires the cups and saucers, service ware and condiments being
brought to the table first and then the server returning with the coffee or teapot to pour it into
the cups.

1. Coffee or teapots and cups should be warmed prior to service.

2. When using a beverage tray, the lip of the cup and spoons should not come into
contact with the surface of the tray

3. The cup and saucer should be placed to the right of the cover, with the handle at
a 4 o’clock position. The spoon may be placed to the right or above the cup on the
saucer or directly on the table to the right of the cup and saucer.

4. Cream, half-and-half, or milk should be kept refrigerated and poured into a creamer
immediately prior to service in upscale restaurants, the cream or milk might be
heated.

5. If unwrapped sugar cubes are used, tongs should be provided. The creamer and
sugar bowl should be placed in frint of the guest of honor or women at the table,

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Coffee Service

Depending on the style of meal, coffee cups may be either preset on the table or
brought to the table when the guests orders coffee. Breakfast service often requires
presenting coffee cups, saucers, spoons and sugar and sweeteners.

Here are the fundamentals of coffee service;

1. While pouring, catch drips with a service bowl.

2. Pour the coffee into each cup on the table, until it is only three-fourths
full, unless the guests specified ‘’black coffee.

3. When using individual pot, place the pot to the right of the guest.
4. If a guest’s orders more coffee after a considerable time has passed, replace the cup
with a new one.

5. If a French press is offered, ask the guest’s whether they prefer to press the plunger
and service themselves

Tea Service

Tea generally refers to a beverage that is made from an infusion of the Leaves of
Camellia sinensis prepared in boiling water. There are however a number of herbal herbal
blends that also falls into this category. The following fundamentals are essential to
steeping the perfect cup of tea.

Most establishments use commercial-grade bagged tea because it is convenient, but

higher-quality loose teas are often used in the dining establishments.

Use the following procedures when serving tea;

1. When a guests request tea, bring a selection of the available teas for the guest’s
perusal.

2. After the guests select a tea, place the packet on a dollied bresd and butter plate
or put the loose tea strainer.

3. Preset a warm cup on a saucer, a spoon on the table to the right of line guest,
sugar and sweeteners, and lemon wedges or a creamer with milk, depending on
the guests request.

4. If using teabag, the guest determines how strong or week the tea should be
Place the teapot with the teabag propped against it on a dollied bread and butter
plate to the right of the cup.

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 5. For serving loose-leaf tea in a warmed teapot and fill the pot wilth boiling water.
After the tea has steeped for the required time, strain the tea into the cup through
a tea strainer.

These are the recommended steeping times and temperatures for various kinds of tea;

❖ Green Tea - steeped at 160-180 F 71-82 C for two to three

minutes

❖ Red Tea - steeped at 195-212 F 91-100 C for three to four

minutes.

❖ Black Tea - steeped at 200-212 F 93-82 C for three to four

minutes.

Iced Tea

More than 80 percent of the tea consumed in the United States is iced tea. Iced

Tea can be prepared from powdered tea concentrate, a commercial liquid tea concentrate

or a concentrate made on the premises.

To make iced tea from a liquid concentrate, steep the tea for about ten minutes in

a quarter of the quantity of a boiling water needed for fresh hot tea. Remove the tea bags

or strain loose-leaf tea. Dissolve sugar or other sweetener in the hot concentrate. To

serve blend one-part concentrate and two-parts fresh water served in a highball glass or

tall goblet filled with ice.

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 SELF – CHECK 4.4

Identify the following types of glassware. Choose the correct

term from the given choices inside the box. Write the letter of your answer in your
notebook.

1.------------------- 2. ----------------- 3. ------------------- 4. ------------------------

5.--------------------- 6. -------------------- 7. ------------------ 8. -----------------------

9. ----------------------- 10. -----------------------

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 a. Red wine glass g. Beer mug
b. White wine glass h. Old fashioned
c. Martini i. Margarita Coupette
d. Irish glass j. Pilsner
e. Brandy snifter k. Water goblet
f. Sherry l. Flute

Activity 4.4

Cheers

Demonstrate the correct ways of serving beverage orders to guest.

Performance of the learners will be rated using this rubric

Assessment

Criteria Excellent Very Satisfactory Needs Total

Satisfactory
5 pts. 2 pts. Improvement
3 pts.
1 pt.

Beverage orders are

picked up promptly
from the bar

Beverage orders are

checked for
presentation and
appropriate garnishes

Beverages are
served at
appropriate times
during meal

Beverages are
served efficiently
according to
established
standards of
service

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 Beverages are
served at the right
temperature

For full bottle wine

orders, wine is
open efficiently with
minimal
disturbance to the
other guests

Wine service is
carried out in
accordance with
establishment
procedures Coffee
and/or tea service
is carried out in
accordance with
establishment
procedure.

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 LEARNING OUTCOME 5

PROCESS PAYMENTS AND RECIEPTS

OBJECTIVES

After learning the content of this lesson, you will be able to:
• Prepare and process bills accurately in coordination with the cashier
• Verify amount due with the customer
• Accept cash and non-cash payments and issue receipts
• Give required change to the guests or customers
• Complete required documents in accordance with enterprise policy.

INFORMATION SHEET 4.5.1-2

PREPARING AND PRESENTING A BILL

The methods by which bills are prepared and processed range from handwritten
dockets to highly computerized systems. The two purposes of a guest’s bill are to inform the
guest of the amount to be paid (giving details of what is charged for) and to act as a control
system for the establishment.

Guest’s bill may be presented at the table, at the bar, or at a cashier’s desk. Wherever
it is presented, the bill should be kept up to date at all times. The bill should be kept ready for
presentation as soon as the guest requires it. This may not always be possible, particularly
when beverages are being served right up to the time of the guests’ departure.

HOW TO PROCESS PAYMENTS AND RECEIPTS

Before presenting the check, look it over to make sure all items ordered and served
have been included and charged to the guest’s bill correctly.

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 • Ensure that it is presentable and legible.
• Use judgment and present the check when deemed appropriate.
• Check should be presented in a booklet to the host or placed in the center of the table
• After presenting the check, take a few steps and glance back at the table. If the guest
already has cash or credit card ready. It may mean he or she is in a hurry to leave. If
this is the case, try to close the transaction immediately or as soon as possible
• Always be discreet, tactful gracious.

When Presenting the Bill/Check

• Be alert of signs that guests may want their bill.

• Do not present the bills until they are asked for.
• Verify if there have or will be using any coupons or discounts for their meal.
• When presenting the bill at the table, place it in front of the host (probably the
person who has asked for the bill) on a small plate from the right.
• The bill may either be folded so that the amount to be paid cannot be seen by the
other guests, or it is placed in a billfold that serves the same purpose
• If there is no obvious host, you may place the bill in the center of the table.
• Bills presented at bars should be presented on a plate, folded or in a billfold.
• If the establishment requires guests to pay at cashier’s desk as they are leaving,
make this clear to the guests to avoid confusion and delay.
• Do not hover around waiting for your guests to pay.
• Remain alert, so that when they have to pay (or sign) for their meal, there is no
unnecessary delay while they are waiting for you to collect the payment.

ACCEPTING PAYMENTS

Common payment methods include cash, credit cards, the Electronic Funds Transfer
at Point of Sale (EFTPOS) system, vouchers and charge accounts. Be familiar with the
procedures for these various methods of payment and know which methods of payment are
acceptable to the establishment.

• Checks are paid either by credit card or cash.

• If the guest is paying by credit card, follow company guidelines.
• If the guest is paying with cash, ensure that you receive the correct amount, and return
any change with a selection of bills to ensure flexibility in leaving a tip. DO NOT make
change right at the table. Take the check and cash to the back of the house, and
make change.
• In handling cash, make sure you count the change twice, and make sure no bills are
dropped as you take the change back to the table.
• Return the check and change on either a tip tray or a booklet, along with the receipt.
• Do not pick up tips while guests are still I the restaurant, unless handed to you by the
guest or you are summoned by the guest.

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 Self Check 4.5.1

Below are ways in presenting a bill to the guest. Number the

items in chronological order. Use numbers 1 to 5.

__________ Wait for signs that guests may want their bill.

__________ Present the bills until they are asked for.

__________ Place the bill front of the host on a small plate from the right.

__________ Leave them alone in their own time.

__________ Don’t make unnecessary delay while they are kept waiting for you to
collect the payment.

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 LEARNING OUTCOME 6

CONCLUDE FOOD SERVICE AND CLOSE

DOWN DINING AREA

OBJECTIVES
After learning the content of this lesson, you will be able to:
• Remove soiled dishes when guests are finished with the meal
• Handle food scraps in accordance with hygiene regulations and
enterprise procedures.
• Clean and store equipment in accordance with hygiene regulations and
enterprise procedures
• Clear and reset tables and make ready for the next setting when a
guest is finished with the meal.
• Thank and give a warm farewell to guests
• Turn off electrical equipment when appropriate

INFORMATION SHEET 4.6.1-2

CLEARING AND RESETTING THE TABLE

When an appetizer has been served, the empty glasses are cleared only after the wine
is served. If a white wine is served with appetizer, the empty the empty glasses are
removed only after the red wine has been poured. The red-wine glasses are
cleared after the coffee or after the dinner drinks are served. When the guests have
finished with the main course, any plates are cleared along with the flat wares.
Finally, any smaller plates, bread plates, and finger bowls are removed. Before
dessert is served, the table should be totally cleared, except for the flowers or other
decorations.
When clearing a table between courses, removed all flatware from the plates,
and place it to the side of the tray. Never stack plates on top of food. Cover the
tray with a service towel before carrying the tray through the dining room to the
kitchen. Remove the tray as soon as the table Is cleared.

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 CLEARING TABLE AT THE END OF THE SERVICE

1. Remove the plates in front of the customer with the right hand so that the stack
of the plates is on the left hand behind the customer’s chair. In this way, if an
accident occurs, the plates held in the left hand will go onto the floor rather than
over the customer.

2. For the side plates, which are on the left hand side of the cover, clear them from
the left, thus avoiding stretching in front of the customer.

3. Removed all unused food service, for example, butter, bread rolls, ant platters of
unconsumed food, and others.

4. Removed soiled glasses and napkins. Never allow linen to be soaked in oil or
gravy.

5. Remove all the condiments, sauce, salt, pepper etc.

6. In a separate tray or plate remove all unused silver items.

7. Never mix unused silver items with soiled ones. You may have to make more than
one trip for them.

8. When the guest have left. Clear the used and soiled items on the tables and
service areas prepared for use again.

9. Turn off electrical equipment when appropriate.

10. Reset the tables and work areas.

The side station may be used while clearing the table. However, it should also
always look neat and should not be cluttered.

CRUMBLING/BRUSHING DOWN

Tables are usually crumbled down after the main course and side plates have
been cleared. Although a variety of crumbing implements. Such as brush and pan
sets, table scrapers and electric brushes, is available for this purpose, the most
commonly used equipment is a dinner plate and a folded service cloth.

The following are the procedures in crumbing down using a service plate and
cloth;
• Make sure the side plates, cruets and other items no longer required have
been removed .

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 • Hold the plate on the flat of your left hand with your hand under the center
of the plate.
• Brush down from the guest’s left (from where the side plate was before it
was cleared.
• Hold the plate just under the edge of the table with your left hand.
• Brush the crumbs on the plate using a folded service cloth.
• Move around the table crumbing down each guest’s place as required,
finishing with the host.

NOTE:

In case the desserts are set on the table after crumbing down, they
should be adjusted to ensure comforts of the guest.

BIDDING THE GUEST GOODBYE

• When guests are departing, servers should have four distinct objectives:
- To make sure their experience in the restaurant was pleasurable
- Thank them, by name if possible, for their patronage with a big smile.
- To invite them back for another visit soon.
- To make sure their last impression is a possible one.

• The farewell should be warm and friendly, and as personal as possible.

• If you are not too busy serving other guests, assist those departing by moving
their chairs for them, collecting their personal belongings (not forgetting coats,
hats, bags, umbrellas) and offering to call for a taxi if needed.
• If you are serving others, acknowledge their departure with a nod and a smile.
• If you can, wish them a “Good day or Good evening” and thank them for
coming.
• If you know the name, use it:: “Good night, ____________. We look forward to
seeing you again soon.”
• When guests are ready to leave, assist them with their chairs and their chairs
and their jackets. If any, check the table to ensure that guests have not left any
belongings behind.

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 SELF CHECK 4.6.1-2

Below are ways of bussing out soiled tables. Number the items
in chronological order. Use numbers 1 to 5.

_____ 1. Removed all unused food first, e.g. butter, bread, rolls, any platters of
uneaten food. etc.

_____ 2. Remove soiled glasses and napkins. Never allow linen to be soaked
in oil or gravy.

_____ 3. Removed all the condiments, sauce, salt, pepper etc.

_____ 4. In a separate tray or plate remove all unused silver items.

_____ 5. Never mix unused silver items with soiled ones.

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 LEARNING OUTCOME 7

MANAGE INTOXICATED PERSON

OBJECTIVES
After learning the content of this lesson, you will be able to:
• Determine levels of intoxication of the customers
• Refer difficult situations to appropriate person
• Apply legislative requirements

INFORMATION SHEET 4.7.1

Intoxicated is a term used to describe a change in perception, mood, thinking

processes, and motor skills that results from high levels of alcohol on the central nervous
system.

HOW TO WATCH FOR SIGNS OF INTOXICATION IN BARS

Many things (such as food, medication, sleep, and so on) can affect how people
process alcohol. As a bar owner, you have to resort to the tried-and-(mostly)- true method of
observing your patrons.

To help identify potentially intoxicated patrons, the following are the most common
signs of intoxication:

• Volume of speech becomes louder

• Eyes seems glassy
• Slurred speech
• Stumbling or tripping over things

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 • Spilling drinks or even missing their own mouth when drinking
• Aggressive behavior

Quiet customers who just sit and drink may sometimes be the most dangerous
ones as they usually do not exhibit the common signs of intoxication, and yet may
explode anytime once they have too much to drink.

You must know the laws in your area, monitor your staff members, and execute
good judgment to serve your clientele and your community safely.

THE FOLLOWING ARE TIPS IN REFUSING SERVICE TO AN INTOXICATED

CUSTOMER

• Do not cut anyone off in front of others. The manager should invite the person
to the office or pull him aside to break the news. Remember to keep everything
factual, not accusatory: “I think you had enough, call it a night.”

• Discreetly give the person’s friends the same information. Tell the person the
guest is with that you are not serving him/her anymore. Don’t get into any
negotiation about it.

• Make sure that the guest has a ride home. If he/she does not, call a cab and
make sure he/she gets into it.

• Do not make a big deal out of cutting a guest off, be firm. It is for, their own
good.

SOME TIPS FOR HANDLING CUSTOMERS WHO ARE INTOXICATED:

• Stop serving them immediately. If the customer has wandered in from another
bar or restaurant, you can refuse to serve them. They may claim you’re acting
illegally, but you’re not. You are acting responsible.
• Offer the customer some coffee and some food, as an alternative to a drink.
• Call a cab or another ride home for the customer. Do not let them drive!
• If a customer becomes belligerent or angry, escort them outside of the restaurant
and call the police, who can look after the customer, until he or she is safe and
sober.
• Offer the guest some food. Food can slow down the absorption of alcohol.
• Remove an empty glass or bottle before coming back with the next one.
• Coach your staff to offer water or nonalcoholic beverages.

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 SELF CHECK 4.7.1

List down four tips on refusing service to an intoxicated customer.

1. ____________________________________________________________________

2. ____________________________________________________________________

3. ____________________________________________________________________

4. ____________________________________________________________________

5. ____________________________________________________________________

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 Post-Test

A. Directions: Read the statement carefully then choose the best answer from
the given options.

1. What is the correct way of serving food in a Russian or English service?

a. From the back of the guest c. in front of the guest
b. By the left side of the guest d. by the right side of the guest

2. Which of the following is the correct sequence of a classic menu?

e. Soups, fish, frozen water ices, vegetables, salad, cheese, beverage
b. Soups, fish, frozen water ices, vegetables, cheese, salad, beverage
c. Soups, fish, vegetables, frozen water ices, salad, cheese, beverage
f. Salad, soups, frozen water ices, fish, vegetables, cheese, beverage

3. Which of the following food can be paired to champagne?

g. Hard cheese c. Fish
h. Chicken d. Pork

4. Which of the following will you explain to the customer in upselling an

appetizer?.
c. Its ingredients and preparation c. its taste
d. The method of cooking d. its color
5. Which of the following will not help you in upselling products?
e. Taste menu items c) give vivid descriptions
f. Study the menu d) mention the ingredients

C. Directions: Identify the following statements and write your answer on the space
provided before each number.

________ 1. When serving a beverage, who among the following guests will you
serve first?
_________2. Which of our parts of the body will you use when pouring the wine?
_________3. Which of the flatware is not used in serving the main course?
_________4. What is not included in a decorum on the banquet floor?
_________5. If your customer has a child below five years old, what will you offer?

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 QUARTER 4

LESSON 5

PROVIDE ROOM SERVICE

OBJECTIVES

At the end of the lesson, you are expected to:

1. Take and process room service orders.

2. Set up trays and trolleys.
3. Present room service meals and beverages to guests.
4. Present room service accounts.
5. Clear room service area.

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 LEARNING OUTCOME 1

TAKE AND PROCESS ROOM SERVICE

ORDER

OBJECTIVES

1. Attend to telephone calls promptly and courteously.

2. Check and use guests’ names throughout the interaction
3. Clarify, repeat and check details of orders with guests for accuracy
4. Use suggestive selling techniques when appropriate
5. Advise guests of approximate time of delivery
6. Record room service orders and check relevant information in accordance with
establishment policy and procedures
7. Interpret room service orders received from doorknob dockets
8. Transfer orders promptly to appropriate location for preparation

Food and Beverage Service NCII Page 266

 INFORMATION SHEET 5.1.1

Procedure in handling telephone call

Learning Objectives:

After reading this INFORMATION SHEET, YOU MUST be able to:

1. Familiarize the ways on handling telephone calls.

2. Demonstrate on how to answer telephone call.

Room service, also known as in-room dining, is a kind of service by a hotel or

other accommodation establishment that enable guests to choose menu items and
have it delivered to their rooms.

In establishments of any size, there is usually a service department which is

usually supervised by the Food and Beverage Manager. The room service
department must work closely with the kitchen and front office housekeeping
departments to make sure that the standard of service satisfies the guests’
expectations. Hotels are often judged, as much as anything else, by the standard of
the room service they provide. A five-year property will be expected to provide room
service for at least 18 hours of the day, if not all hours of the day and night, and that
service must at all times be friendly, quick and efficient.

Preparing room service items for service periods

Most modern hotels have single central pantry for the room service department
located conveniently near the kitchen and the service lift. This pantry should be fully
equipped for quick and efficient service to the rooms.

Room service catering can involve the delivery of everything from complimentary
items and items for which no charge is made such as ice, buckets and glasses through
drinks or light snacks to full ‘a la carte meals with wine.

The items available for service in rooms will normally be listed on a special room
service menu, but in superior hotels, guests will expect any reasonable request to be met.

The pantry must be stocked with sufficient equipment to ensure that all orders can
be met promptly even at the busiest times. A typical hotel may take pride on being able
to meet all room service orders in less than 30 minutes from the time the order was taken.

To perform efficiently, even at the busiest times, a room service department must
analyze the demand to allow for occupancy levels and special circumstances e.g. the
delegates at a major convention all requiring an early breakfast before a day’s outing.
Forward planning should provide the necessary staffing levels and ensure that the right
number of trays and trolleys are prepared for service.

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 Telephone Handling

A telephone communication is a two-way communication process with rapport (relation of

mutual understanding or trust between people).

Procedures to make a telephone call

• Greetings
o E.g. "Very Good Morning"
• Identification (two way)

o E.g. "I am ABC, Business Coordinator. Can I speak to Mr. ABC or I am requesting
for an appointment with Mr. ABC"
• Message taking
• Obtaining Confirmation
• Providing feedback
• Closing the call

Procedures to receiving a telephone call

1. Greeting
o E.g. "Good Morning, XYZ"
2. Caller identification
o E.g. "May I know who is on speaking / line"
3. Message taking
o E.g. "How may I help you"
4. Information giving and feedback (collect the contact details of the caller)
5. Closing the call
o E.g. "Thanks, for your call" or "Thanks a lot for calling"

Top 10 Tips for Successful Hotel Room Service

Hotels offer guests a wide range of accommodations and special features to make their
stay comfortable. One standard marking a great hotel is exceptional room service. For
guests, convenience, speed and quality are all important aspects to having a stand-out
experience. Make your hotel room service first-class with these ten tips featuring
groundbreaking technology ideas and inventive personal touches.

1. Make the small things count. If a customer asks for extra lemon for their tea or no
ice in their water, make sure these preferences are met with every meal service. It
will ensure a happy guest and make delivery more efficient.
2. Take transportation into consideration. Food preparation must be tweaked to
account for the amount of food steaming on the plate and topped with a cover. For
room service, a kitchen must change timing and perhaps even preparation methods
in order to prevent over cooking to occur in the delivery process.

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 3. Presentation is key. The same care that goes in to setting a table in the hotel’s
restaurant should be applied when arranging the eating area for a room service
order. Table linens, flatware, glassware and china should reflect the upscale nature
of restaurant dining.
4. Speed up service. Some hotels are offering meal delivery in less than 20 minutes.
And if not delivered on time, in some instances, the meal is free. Bagged lunches
with familiar favorites are perfect for busy on-the-go business travelers.
5. Use technology for added efficiency. Think of how a Smartphone, iPod or
other tablet device in rooms could remove errors from the ordering process and add
convenience to the guest experience. The Hotel Bell-Air is already using such
technology in every room.
6. Be Prompt. If a guest expects to get his morning coffee at 7 a.m., he should receive
a fresh brew at 7 a.m. Any delay is a major inconvenience, which is difficult for a
hotel to overcome. If there is a problem in the kitchen, always contact the guest and
assure them of when service will come.
7. Set Your Room Service Apart. What can you offer that other hotels in the area
cannot? Late-night room service? Complimentary breakfast in bed? A welcome
cocktail? Think of a specialty item or offering that will keep guests coming back.
8. Offer alternatives. If your kitchen does not stay open 24-hours or only offers a small
selection of menu items after midnight, consider offering a service whereby the hotel
delivers nearby take-out. The guest will appreciate the extra effort.
9. In-Room Cooking. Step up room service by offering guests the chance to watch
the chef prepare their dinner in the room. If your hotel has suites with kitchens, in-
room culinary service can be a wonderful experience for the guest and an exciting
way to make a lasting impression.
10. Cleanup is just as important as delivery. Guests should not see carts and trays
with meal left over’s in hallways. Establish a system that ensures room service
dishes will be removed within a short time after a guest has finished their meal.
Breakfast order by telephone:

1. Answer the telephone within three rings; “Good morning this is the Lara Restaurant,
Liza speaking, how may I assist you?”
• Guest indicates to order breakfast and did never order breakfast before; “We have
a nice selection of 6 different breakfast sets for you to choose from” Explain all six
types of sets. “May I recommend our traditional Continental breakfast?”
• Guest indicates to order breakfast and did order breakfast before; “Today, may I
recommend our health Spa breakfast Mr. Brown?”
2. Follow the breakfast set menu to ensure the guest has all contents chosen from the
respective breakfast set:
The Continental Breakfast Set

1st: One glass of fruit juice “What kind of juice would you like to have? We have…”

2nd: Fruit Selection “How about a small selection of fresh fruits Mr. Brown?”

3rd: Freshly baked breads; “Today may I recommend Butter croissants and Blueberry
muffins, or maybe toast? We do also have…”

4th: Condiments: “What would you prefer to go with your croissants, honey or butter,
strawberry jam or bitter-orange marmalade?”

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 5th: Coffee or Tea: “Would you like to have coffee, tea or even a hot chocolate?”

• Order taker post’s the respective order into POS or Captain Order by repeating the
order: “May I repeat your order that would be…”, “Is there anything else Mr. Brown?”
• Offer today’s newspaper: “Would you like to have the Bangkok Post or The Nation
for your reading pleasure”
Yes/ No

• Confirm room number, name and time of delivery: “Your room number is 234, Mrs.
& Mrs. Brown, and you order will be delivered within 20 minutes”
• If the guest stays in the Superior or Spa Villa room category, inform of the applicable
sur-charge: “I may inform you Mr. Brown that there will be a sur-charge of 15 USD
posted to your room.”
Yes/ No

• Thank the guest for his/her order: “Thank you for your order and I wish you a very
nice day”
• Enter the guest’s name and room number on the order form
• Prepare tray & tray stand with equipment
End of “breakfast order by telephone”

Order Taking Procedures. (Picking up the order promptly and efficiently).

1. Pick up the Telephone within 3 rings or 15 seconds whichever is less.

2. Greet the guest with appropriate greeting using the guest name and by giving your
name for E.g. “Good Morning, This is Captain Name or Order Taker’s Name how
I may assist you?”
3. Politely ask the guests about preferences.
4. Use up selling techniques by suggesting soups, starters, drinks or desserts.
5. Where ever appropriate mention the approximate time for delivery.
6. Repeat the order back to the guest.
7. Thank the guest for ordering through in room dinning and big farewell “Thank You
for calling Room Service, Have a good day”.
8. Clearly write out the order in the Kitchen Order Ticket (KOT) mentioning the names
of the items, time of ordering, Room number, Name of the Guest, Portions, Etc,.
9. Complete the Kitchen Order Ticket (KOT) and hand over the supervisor for
execution.

Suggestive Selling & Up Selling. (Ensure that guest have a right combination of
meal & increased revenue).

• “Suggestive Selling” means encouraging guests to buy additional food & beverages.
Suggestive selling requires tact and good judgment.
• The key to effective suggestive selling is a good knowledge of the menu.
• Here are some tips for more effective suggestive selling :
• Be enthusiastic. It’s easier to sell something you’re excited about.

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 • Make food sound appetizing. Use words like “fresh”, “Popular”, and “generous” when
describing menu items.
• Ask questions. Find out if guests are really hungry or just want something light,
whether they like chicken or beef, if they feel like having something hot or cold.
• Suggest specific menu items. Don’t simply ask: “Would you like soup with your
meal?” Instead, point out: “A cold bowl of borscht would go well with your salad on
a hot day like this”.
• Suggest your favorites. Try as many of the menu items as you can and tell guests
you’ve tried them: ‘You’ll like the Chicken Kiev. It’s one of my favorites here”. But be
honest – don’t say that something is your favorite when it isn’t.
• Offer a choice: “Would you like a slice of our famous cheesecake or our homemade
pecan pie for dessert?”
• Suggest the unusual. People dine out to get away from the routine fare they have at
home.
• Suggest foods & beverages that naturally go together soups and sandwiches, coffee
& dessert, steak and baked potatoes, and eggs.

The Art of Suggestive Selling. Efficient Tips on improving your Tips

So what is Suggestive Selling?

• Suggestive selling is offering an additional or complimentary item to a guest. By

making the suggesting specific, the guest is more likely to say “yes.”
• It is not about being too pushy or too aggressive and giving the guest a “hard sell.”
• Effective suggestive selling begins with a positive attitude.
Suggestive selling has two purposes:
• It helps to educate guests about different products (by offering them).
• It helps increase sales volume of your restaurant (through increased check size and
increased frequency of visits).
Suggestive selling is an integral part of guest service.

It is your responsibility to get the guest to order for the product which is right for them; but
it should be done discreetly!

Suggestive Selling Guidelines

• The greeting is the key to a suggestive sell. If the register person has good eye
contact, a sincere smile, etc. the guest will be less likely to be rude when turning
down a suggestive sell.
• Sometimes, it is not what is suggested, but how it is suggested. Suggesting with a
friendly personality will help achieve your goal of building sales, while not turning off
your guests.
• Suggestive selling is an art. It requires good training, continual practice and fine-
tuning, combined with a dose of common sense.

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 SUGGESTIVE SELLING DO’S AND DON’TS

DO

• Suggest complimentary items.

o Example: “How about some of our fresh fries to go with that sandwich…”
• Suggest combo meals adding a drink and/or fries to a sandwich.
• Be aware of your guest. (Are they searching the menu / menu board looking to see
what you have? Is he or she undecided on what they want to purchase?)
• Get to know your regular guests. Call them by their name. Know your menu and
know what they want. Suggestive selling should be used with discretion.
• Encourage regular guests (who always order the same thing) to try new items. This
may increase frequency of visits.
• Suggest items by name.
o Example: instead of, “how about a dessert,” say, “how about a slice of our
fresh apple pie with that.”
• Try suggesting an item at the beginning of an order.
Be creative and use humor.
DONT’S

•Suggest to kids (This can make parents angry).

•Suggest more than one item.
Suggest by always asking yes or no questions.
o Example: Instead of “Would you like…?” Use statements like “How about…”
or “… (Item) would go great with that.”
• Suggest items in general.
o Example: “Do you want anything else?” (Avoid this phrase!)
• Suggest to guests who end their order with “and that’s it,” or “that’s all.”
• Be too pushy or aggressive. Know when to back off. Know when suggestive selling
is not appropriate (if the guest says, “That’s all” or is obviously in a hurry).
There’s a difference between suggestive sales and being pushy. It may be a fine line, but
it’s never been more important!

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 Self-Check 5.1.1

True or False; Write TRUE if the statement is correct and FALSE if it

is incorrect. Write your answers in your quiz book.

------------------- 1. Room service is a great opportunity to increase revenue

------------------- 2. The acceptable expression is to ask open-ended questions to sell and

lead the guests to buy.

------------------- 3. Suggestive selling is anticipating the guest’s needs and making

recommendations to match.

------------------- 4. Adapting a hanger device helps the guest to place the orders the night
before or way ahead of time.

------------------- 5. The room service order placed through the telephone is fast and written
down manually or typed into a computer.

ACTIVITY 5.1.1.

BREAKFAST IN BED

Perform the role of a Room Service Staff taking the breakfast order of a guest
through a telephone. Make sure that you make suggestions from the menu.

Sample situation

Breakfast for three

1 Filipino Breakfast - danggit

1 American Breakfast - corned beef

1 Blueberry pancakes

Performance of the learners will be rated using this rubric

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 Assessment

Criteria Excellent Very Satisfactory Needs Total

5 pts. Satisfactory 2 pts. Improvement
3 pts. 1 pt.
Guests are
presented with the
menu according
to established
standard practice

Orders are taken

completely in
accordance with
the
establishment’s
standard
procedures

Special requests
and requirements
are noted
accurately

Orders are
repeated back to
the guests to
confirm items.

Tableware and
cutlery
appropriate for the
menu choices are
provided and
adjusted in
accordance with
establishment
procedures.

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 LEARNING OUTCOME 2

SET-UP TRAYS AND TROLLEYS

OBJECTIVES

1. Prepare room service equipment and supplies in accordance with establishment

procedures.
2. Select and check room service equipment and supplies cleanliness and condition
3. Set-up trays and trolleys keeping in mind balance, safety and attractiveness
4. Set-up room service trays and trolleys according to the food and beverage order
5. Check orders before leaving the kitchen for delivery
6. Cover food items during transportation to the room.

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 INFORMATION SHEET 5.2.1

SETTING-UP TRAYS AND TROLLEYS

Once the order has been distributed a suitable present tray or trolley should be
selected and set up appropriately. The setup will depend on;

• The number of covers;

• The food and beverage items ordered; and
• The meal or snack requested

TIPS ON TROLLEYS AND TRAYS

❖ Follow the establishment standards for tray or trolley preparation for the different
meals – breakfast, lunch, dinner and for complimentary items and special
requests.
❖ Check all service equipment to make sure that it is clean and undamaged.
❖ Check to ensure that the trolleys move properly
❖ Make sure that the presentation of the setup is attractive, well balanced and safe.
❖ Ensure that the necessary condiments are included in the setup

Before loading the tray or trolley for delivery, check the following;

Tray - free from nicks, scratches, clean free from stains and covered with an
appropriate tray liner.

Trolley - free from nicks and scratches, stable, clean -including frame
and wheels, quiet when moved – wheels should not squeak and covered with a clean linen
tablecloth.

Linen - All linen – tablecloths, table runners, napkins – must be perfectly clean,
starched, well-pressed and free from tears, cigarette burns and stains.

- Preferably white, with tablecloths matching the napkins

- Any linen that is not in good condition should be set aside for the
Room Service Manager’s attention.

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 Napkin Folds - roll ups for breakfast only; flat folds for all others

Silverware - stainless steel or silver flatware is the standard in room service.

Disposable may only be used for ‘’To Go’’ items.
Silverware must be

•
clean and spot-free
•
in good condition
•
placed on trays/table
•
positioned in a straight line one inch from the edge of the
table/tray
Once preliminary checks have been completed, proceed with setting the tray or trolley;

A. The trolley or tray should be set up in the following order

• table cloth or tray liner

• flower vase with fresh flowers
• salt and pepper shakers, sugar bowl and cream dispenser, other
condiment bottles
• tableware – depending on the guest’s order
• folded napkin
• silverware – regular set-up plus extra pieces depending on the order
• glassware – depending on the guest’s order

B. Then add, as they become available

• salads – with dressings on the side

• cold appetizers and cold entrees
• desserts – if served at room temperature
• wine
• bread
C. Finally, when the rest of the order is ready

• Place iced water

• Place chilled beers and beverages
• Fill hot beverage containers
• Add soup
• Pick up hot order – pellet system/disposable containers or hot box
• Add ice cream or frozen desserts

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 Trolley is ready with neat and clean table cloth. Set up the trolley with following
things:

• Flower vase on the middle

• Salt &Pepper
• Sugar bowl (white sugar, brown sugar, sweet low and candelas)
• Preserves and butter before you pick up the food
• B&B plate.
• Cutlery folder ready with bread and butter knife Main course fork and knife and
dessert spoon.
• Hot box ready and recharged.
• Coffee cup with underline and tea spoon
• Milk creamer with the coffee or tea orders as per the guest requirements.
• Juice glass.
• All hot and cold food should be covered with the plate cover as soon as picked
from the kitchen.
• New table cloth on the top of the hot box to set up the dining table inside the
room.
• Service napkins to be used for placing hot food or for other services

Setting up of Tray / Trolley with correct crockery & cutlery.

• The second copy of the Kitchen Order Ticket (KOT) is placed on the tray / Trolley.
• Ensure the tray corners / trolley base is free of grease, grime and dirt.
• Place cruet sets, bud vase and Bon Appetite card for all meal orders.
• Check the tray mat / trolley cloth to be stain free and in good repair.
• A final Check may be made to match the order and in good repair.
• Pick the order from the respective kitchens on the tray or trolley directly.
• Carry the correct accompaniments / condiments (Pickle / Pap pad for Indian orders
and Rolls and butter for continental orders)
• As a final step, show the tray to the supervisor, on the way to the elevator, who will
check again for correctness.
• Pick up the bill in the folder and check for correctness.
Prepare the Tray / Trolley for delivery.

• As soon as the order is ready, collect from kitchen / bar.

• Check order against Kitchen Order Ticket (KOT).
• Check for correct crockery, cutlery and glassware are in place.
• Place hot food in warmer, where ever appropriate.
• Cover all open food with cloche.
• Collect the bill from Order taker in a folder and check account against food ordered.
• Inform the order taker about the order moving before proceeding to the floor.
• Executive / Supervisor should check the tray before the delivery (Room Orders).

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 Preparing Room Service Equipment

Different tray and trolley set-ups are dictated by the menu items to be served and
will also include provision for common request for items not included in the room service
menu. The details of the tray or trolley set-up vary among establishments, but in most
instances there will be standard set-ups for;

• Tea and coffee trays

• Ice buckets
• Breakfast trays and trolleys
• Snacks
• Dinner trays or trolleys, champagne or wine trays
• Fruit basket trays
• Butters
• Condiments
• Bread baskets hot boxes

Collection of the Orders

When the trays or trolleys have been correctly set-up, collect food and beverage
items -when ready promptly and in the right order with the appropriate accompaniments.

Food and beverage items should be checked, with attention to such details as;

• Food and beverage temperatures

• Portion sizes
• Visual presentation as per recipe standards
• Wine details, including vintages

Food temperature must be maintained from the time the food is collected to the
time it is delivered to the guest. Plate covers, food warmers and/or hot boxes should be
used to keep food at the right temperature.

Collect the guest’s account and confirm that it matches with the order. When all
items have been checked, service equipment, food and beverage as ordered and the
account they should be taken to the guest’s room without delay.

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 Self-Check 5.2.1

True or False – Write T if the statement is correct and F if it is incorrect.

Write your answer in your notebook

--------------- 1. Trays and trolleys must be taken to the wash area.

--------------- 2. Make sure that the presentation of the setup is attractive, well-balanced
and safe.

--------------- 3. Lift the receiver in the second ring if possible.

--------------- 4. Approach the room quietly

--------------- 5. Check all service equipment to make sure that it is clean and undamaged.

ACTIVITY 5.2.1

SELECT

Using the food orders taken from the role play situation in LO1 -Activity 5.1. Prepare
the room service tray or trolley of the guest.

Explain the equipment and tableware selected.

PERFORMANCE OF THE LEARNERS WILL BE RATED USING THIS RUBRIC

DESCRIPTION Score

Demonstrated 100 of the given tasks 5

Demonstrated 75 of the given tasks 4

Demonstrated 50 of the given tasks 3

Demonstrated 25 of the given tasks 2

Did not perform the given tasks 1

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 LEARNING OUTCOME 3

PRESENT AND SERVE FOOD AND

BEVERAGE ORDERS TO GUEST

OBJECTIVES

1. Verify the guest’s name on the bill before announcing the staff’s presence outside
the door.
2. Greet guest politely
3. Ask the guest where they want to place the tray or trolley
4. Deliver food orders on desired time of the guest

INFORMATION SHEET 5.3.1

ROOM SERVICE DELIVERY

After the tray or trolley has been properly prepared and all the food and beverage
items have been loaded, the server proceed to the guest room to deliver the Room
Service meal. Servers should proceed as quickly as possible in order to preserve the
appearance and temperature of the food but must walk cautiously and quietly in the
guestroom corridors and give way to guests.

Approach the room quietly. Upon reaching the guest room

• Confirm the room number with the guest check

• Check the door for a DO NOT DISTURB sign. If one is in place, look for a
service area with a telephone and inform the guest of the food service
ordered.

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 • If a no DND sign is seen, knock firmly and say ‘’Room Service’’ clearly and
confidently. Remember that your voice must carry through a closed door.
• Listen for the guest’s response and press the doorbell or knock the door
accordingly. If there is no response, knock and announce ‘’Room Service’’
again. Do not enter until the guest opens the door or you have been asked
to enter.
• Wait 20 seconds for the guest to reply before knocking or ringing the
doorbell again. Do not ring or knock more than three times.
• Stand straight with a smile on the face in front of and facing the peep-hole
with the trolley placed by the wall, not obstructing the passage.
• When the guest opens the door, always greet the guest by saying ‘’Good
morning/afternoon/evening, your room service order, Sir/Madam.’’

ENTERING A GUEST ROOM

Respect for a guest’s privacy is the primary consideration when entering a room.
The following procedures will usually apply.

• When you have entered, address the guest by name.

‘’Good morning, ------------------- , Here is your breakfast’’ – or whatever is
appropriate.

Continue to use the guest’s surname while making polite conversation

throughout the room service procedure.
• Wait until the guest invites the waiter to come in

PRESENTATION OF ROOM SERVICE FOOD AND BEVERAGES

The exact location of where trays are placed and trolleys are set up will vary
according to circumstances, depending on the equipment being used, the design of the
room, the position of the furniture and the guest’s particular wishes. This service should
be fast and discreet.
Here are the appropriate steps;
➢ Ask the guest where he would like the food service table to be placed. If the guest
does not reply, select a suitable location that does not interfere with the guest’s
movement within the room while allowing the guest to watch television while dining,
if desired.
➢ Confirm placement of the tray or trolley depending upon the location of the guest,
ie. Where the dining area is, or at the bedside.
➢ Set them up where directed, bearing safety in mind. Advise the guest of any
potential hazard.
➢ Raise the trolley wings and arrange the tableware and food in their proper places.

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 ➢ Position the furniture properly.
➢ Light a candle if needed
➢ Remove plastic films from the food
➢ When the table has been arranged, present the food to the guest by removing each
lid and describe the item. Take any extra lids with you when you leave.
➢ If the order was delivered on a tray, make sure the food is stacked on the tray in the
order a guest would eat it, appetizer on top and entrée on the bottom.
➢ Serve the food and beverage following company procedures.
➢ Pour any bottled or canned beverages for the guest. Whether it is a soda, bottled
or mineral water, or wine, nothing should be in the glass before entering the room.
Bring ice in a separate ice bucket with ice tongs.

LEAVING A GUEST ROOM

➢ Ask the guest whether anything else is required.

➢ Present the account for signature
➢ Explain the cleaning procedure. Guests may either call when they are finished with
their meal for it to be cleaned or just leave the trays or trolleys outside their room.
➢ Say goodbye to the guest in a friendly but courteous manner and leave the room
quietly.
➢ Check the floor or passage outside the room and remove any used trays or trolleys
that may have been deposited there.
➢ Present the signed charge account to the cashier.
➢ Inform the guest as to how to have the tray or trolley removed. Whether you want
them to call or just place it outside the room, they need to know. Be sure to have
the trays removed immediately.

Delivering the order Quickly & Promptly in Room.

• Use Service lift to get to the correct floor as soon as possible.

• When on correct floor, take the shortest route to get to the room.
• Move along the corridors silently and briskly.
• Upon reaching the correct room, ring the bell / knock firmly on the door twice and
announce in a loud and clear voice “Room Service”.
• When the guest opens the room, wish him according to the time of the day.
• Announce the order by saying “Your Coffee / Tea / Lunch / Drinks” Sir.
• Introducing yourself by the name to the guest while entering the room.
• While walking into the room, enquire with the guest on where May I place the tray.
• Place the tray appropriately and offer to serve him.
• If the order is in the Morning, offer to open the curtain.

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 • If you are serving the meal, lay a proper cover in the table or in the trolley and start
the service.
• After service find out with the guest about his proffered time for clearance or if he
would prefer to call back in room dinning for clearance.
• Wish the guest an enjoyable meal / drink / coffee.
• Retreat to the door and exit gracefully while closing the door softly behind you.
• Fill up the Errant Card once after the order is delivered.
• If the room is on Do Not Disturb (DND), immediately inform the order taker.
• May I take your signature Sir / Madam.

Breakfast delivery to the room:

• Knock the door and announce: “Room Service” (Wait 10 seconds before you knock
again if there is no answer). Greet the guest by his/her name (noted on the order
form); “Good morning, my name is Liza from room service, may I enter your room?”
• Offer to setup breakfast on the dining table or on the balcony. “Excuse me Mr.
Brown, where would you like to have your breakfast, shall I set it up on the table or
would you like to eat outside?”
o If the guest wishes to sit outside, setup the tray on the balcony table.
o If the guest wishes to sit inside setup the tray on the dining table.
• Offer to open the curtains and to switch on the light: “May I open the curtains for
you?”, “Would you like to me to switch on the light?”
o At this point, associate starts at least one attempt to have a small
conversation: “What are your plans today Mr. Brown?”, “Are you going
for an excursion?”, “Did you try our Dara Pirom Spa already?”
• Place the tray on the tray jack and set up the table
• Lay down the place mat and set up cutlery, also salt & pepper shaker, flower vase,
condiments etc
• Verify back that the order is complete: “That would be two Continental breakfasts
with…” Ask guest whether you may assist in pouring any hot beverages: “Would you
like me to serve you the two hot coffees?”
o The guest does not need any assistance and will pour the beverage by
him/herself
o Pour hot beverages in its respective equipment
• Ask the guest to sign the bill: “This would be your bill Mr. Brown, may I have your
signature please?”
• Offer to remove any used room service items: “I have noticed that you have finished
your fruit basket, may I clear it for you?”

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 Self-Check 5.3.1

True or False- Write T if the statement is correct and F if it is

incorrect. Write the answers on your notebook.

------------ 1. Doorknob dockets are placed inside the

guestrooms by room attendant.

------------ 2. Once inside the room, leave the door open unless the guest orders
you to close it.

------------- 3. Most room service orders are given by telephone.

------------- 4. The telephone must be answered quickly.

------------- 5. Take the order and write it down on the order slip

ACTIVITY 5.3.1

PRESENTING ORDERS

Present to the class the proper service procedures in presenting the food and
beverage orders of guests.

PERFORMANCE OF THE LEARNERS WILL BE RATED USING THIS RUBRIC

Food and Beverage Service NCII Page 285

 DESCRIPTION Score

Demonstrated 100 of the given tasks 5

Demonstrated 75 of the given tasks 4

Demonstrated 50 of the given tasks 3

Demonstrated 25 of the given tasks 2

Did not perform the given tasks 1

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 LEARNING OUTCOME 4

PRESENT ROOM SERVICE ACCOUNT

OBJECTIVES

1. Check and present guest’s accounts for accuracy in accordance with

establishment
procedure.
2. Present cash payments to the cashier for processing in accordance with
establishment guidelines
3. Present charge accounts to guests for signing based on establishment policy and
procedure.

INFORMATION SHEET 5.4.1

PRESENTING THE BILL

The methods by which bills are prepared range from handwritten dockets to high
tech computerized systems. The two purpose of a guest’s bill are to inform the guest of
the amount to be paid – giving details of what is charged for – and to act as a control
system for the establishment.

Guests’ bills may be presented at the table at the bar and other establishment
including the cashier desk. No matter where it is presented, the bill should be kept up to
date at all times. Where possible, the bill should be kept ready for presentation as soon
as the guest requires. This may not always be possible, particularly when beverages are
being served right up to the time of the guests’ departure.

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 Here are some considerations when presenting the bill

▪ Be alert that guests may want their bill

▪ Do not present the bills until they are asked for
▪ When presenting the bill at the table, place it in front of the host – probably the
person who asked for the bill- on a small plate from the right.
▪ Either the bill is folded so that the amount to be paid cannot be seen by the other
guests, or it is placed in a billfold that serves the same purpose.
▪ If there is no inquisitive host, you may place the bill in the center of the table.
▪ Bills presented at bars should be presented on a plate, folded or in a billfold.
▪ If the establishment requires guests to pay at a cashier’s desk as they are leaving,
make this clear to the guests to avoid confusion and delay.
▪ Don’t hover around waiting for your guests to pay; leave them alone to pay in their
own time.
▪ Remain alert, though, so that when they have paid or signed for their meal, there is
no unnecessary delay while they kept waiting for you to collect the payment.

METHODS AND PROCEDURES FOR PAYMENT

Common payments methods include cash, credit cards, the Electronic Fund
Transfer at Point of Sales – EFTPOS -system, vouchers and charge accounts. Be
familiar with the procedure for these various methods of payment and know which
methods of payment are acceptable to the establishment.

For credit card payments, check for the following

❖ The establishment accepts the kind of card presented

❖ The charged is to be billed to a credit or savings account
❖ The card’s expiry date
❖ That it has been signed

Room service is different from other food and beverage outlets in that the guest
check is presented upon delivery of the meal, as opposed to being presented after the
meal is finished by the guest.

Once the tray or trolley has been set up and all food items have been arranged for
the guest, the server presents the check in a check folder and secures the guests’
name and signature on the check.

Before leaving, the server should make sure the guest does not need anything
else and explain how the guest can have the tray or trolley cleared. The server may

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 ask what time the guest would like to have the equipment cleared and note the time
on the check.

The server should thank the guest before leaving, and take plate covers and any
other unnecessary items as he leaves.

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 Self-Check 5.4.1

True or False – Write T if the statement is correct and F if it is

incorrect.
Write the answers in your notebook.

--------------------- 1. Present the bill in a bill folder with the figures faced down.

--------------------- 2. Be alert to sign that guests may want their bill.

--------------------- 3. Do not hold the plate just under the edge of the table with your left
hand.

--------------------- 4. Do not present the bill until they are asked for.

--------------------- 5. You may place the bill in the center of the table.

ACTIVITY 5.4.1

FOOTING THE BILL

Perform the service procedures of presenting the bill of the guests.

PERFORMANCE OF THE LEARNERS WILL BE RATED USING THIS RUBRIC

DESCRIPTION Score

Demonstrated 100 of the given tasks 5

Demonstrated 75 of the given tasks 4

Demonstrated 50 of the given tasks 3

Demonstrated 25 of the given tasks 2

Did not perform the given tasks 1

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 LEARNING OUTCOME 5

CLEAR OUT ROOM SERVICE EQUIPMENT

OBJECTIVES

1. Check and present guest’s accounts for accuracy in accordance with establishment
procedure.
2. Explain the procedures in taking out the tray and trolley after the guest have finished
their meal.
3. Check and clear the floors in accordance with establishment policy and guidelines
4. Clear dirty trays in accordance with the establishment’s procedure
5. Clean and return trays and trolleys to the room service area

INFORMATION SHEET 5.5.1

CLEARING ROOM SERVICE EQUIPMENT

It is the room service’s responsibility to clear away the tray when the guests have
finished, either by asking them to place their tray outside of their room when they have
finished and to clear it 20 minutes after the service or by asking the guest to call them to
come clear away the tray. It is often the object of conflict between housekeeping and the
room service departments. In fact there is nothing worse than a floor where there are dirty
trays lying on the floor. One should consider that the job of the room service is finished
only when all trays have been cleared away.

CLEARING ROOM SERVICE AREAS

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 It is important that trays and trolleys placed outside the rooms are cleaned promptly,
as messy and untidy floors or passages reflect very badly on the establishment. Good
working relations and good communication channels between the housekeeping and room
service department must be maintained to ensure that floors are cleared quickly.

Typically, a room service order is required to get the following information on a

dispatch sheet or checklist;

o Date
o Room number
o Whether tray or trolley has been taken – an agreed code may be used, such
as ‘’T’’ or trolley and ‘’O’’ for tray.
o Time and order was taken
o Time the order was delivered
o Person delivering the order
o Time the order was cleared

The room boy is responsible for controlling floor service procedures and for directing
staff to clear rooms and floors. In addition, there should be regular floor checks, at least
hourly to ensure that used trays and trolleys and miscellaneous items are quickly removed.

When a room or floor has been cleared after room service, the room service taker
must be informed.

Floors must be cleared quickly and take care that equipment is securely placed.
Unconsumed food and beverages, food service, equipment, trays and trolleys must be
returned to food service area or to the kitchen via service lift.

Not all room service orders are taken over the phone. Breakfast orders, for example
are frequently in the form of doorknob docket completed by guests before they go to bed
and left on their doors for collection. These orders must be checked, clarified if necessary
and correctly distributed.

CLEANING AND STORING TRAYS AND TROLLEYS

Trays and trolleys should be taken to the wash-up area. Waste items will be
removed and food service equipment will be washed.

Trays and trolleys must be cleaned and dismantled safely and hygienically following
enterprise procedures. The procedure includes the stocking of equipment, placement of
dirty linens and storage of usable items.

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 Clean trays and dismantle trolleys done correctly and replace with other usable
items in the Room Service pantry.

Stock of all items should be checked against per stock and requisitioned for
restocking as required to meet the establishment’s standards.

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 Self-Check 5.5.1

True or False – Write T if the statement is correct and F if

it is incorrect.
Write the answers in your notebook.

--------------------- 1. Store all items in a safe, hygienic, orderly and accessible manner.

--------------------- 2. Beverage items should be stored safely to reduce the risk of accidents
and breakage.
--------------------- 3. Answer the telephone when it rings more than two times before it is
answered.
--------------------- 4. The pantry should be fully equipped for quick and efficient service to
the
rooms.
--------------------- 5. Dirty trays are cleared in accordance with the establishment’s
procedure.

ACTIVITY 5.5.1
YOU GOT SERVED

Choose a volunteer from the class to demonstrate the manner of presenting the bill
to the guest before leaving the room. Present in class.

PERFORMANCE OF THE LEARNERS WILL BE RATED USING THIS RUBRIC

DESCRIPTION Score

Demonstrated 100 of the given tasks 5

Demonstrated 75 of the given tasks 4

Demonstrated 50 of the given tasks 3

Demonstrated 25 of the given tasks 2

Did not perform the given tasks 1

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 QUARTER 4

LESSON 6

RECEIVED AND HANDLE GUEST CONCERN

OBJECTIVES

At the end of the lesson, you are expected to:

1. Listen to the customer’s complaint;

2. Apologize to the customer;
3. Take proper action on the complaint; and
4. Record complaint.

INFORMATION SHEET 6.1

Consider customer problems or unique situations as “opportunities" that

will help you provide excellent service, which will make a good lasting
impression on your guests.

Handle irate customers by listening attentively to their complaints and

summarizing the issue to them afterwards. Defuse an upset customer by using
superior customer service skills.

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 Pre-Test

Directions: TRUE or FALSE. Write T if the statement is correct and F if it is

incorrect. Write your answer in your answer sheet.

________________ 1. Room service is a great opportunity to increase revenue.

________________ 2. The acceptable method is to ask open-ended questions to sell and

lead the guests to buy.

________________ 3. Suggestive selling is anticipating the guest’s needs and making

recommendations to match.

________________ 4. Adapting a hanger device helps the guest to place the orders the
night before or way ahead of time.

________________ 5. Room service order placed through the telephone is fast and
written down manually or typed into a computer.

________________ 6. Trays and trolleys must be taken to the wash up area.

________________ 7. Make sure that the presentation of the setup is attractive, well
balanced and safe.

________________ 8. Lift the receiver in the second ring if possible.

________________ 9. Approach the room quietly.

________________ 10. Check all service equipment to make sure that it is clean and
undamaged.

________________ 11. Doorknob signage’s are placed inside the guestrooms by the
room attendant.

________________ 12. Once inside the room, leave the door open unless the guest
orders you to close it.

________________ 13. Most room service orders are done by telephone service.

________________ 14. The telephone must be answered quickly.

________________ 15. Orders taken from a telephone is written in an order slip.

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 ________________ 16. Store all beverages in a safe, hygienic, orderly and accessible
manner.

________________ 17. Beverage items should be stored safely to reduce the risk of
accidents and breakage.

________________ 18. Answer the telephone on the third ring.

________________ 19. The pantry should be fully equipped for quick and efficient
service to the rooms.

________________ 20. Dirty trays are cleared in accordance with the establishment’s
procedure.

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 LEARNING OUTCOME 1

LISTEN TO CUSTOMER’S COMPLAINT

OBJECTIVES

At the end of the lesson, you are expected to:

1. Obtain the entire story or issue of concern from the guests without
interruption;
2. Note the details of the guest complain or concern;
3. Give full attention to the complaining guest; and
4. Paraphrase guest complain to determine if the concern is correctly
understood.

WHEN DO CUSTOMERS COMPLAIN?

o The customer’s business is not valued.

o The customer is not appreciated.

o No one serves the customer.

o The customer is ignored while staff works or talks.

o Staff talks to others when serving a customer.

o Staff show no interest in the customer.

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 o No help or alternatives are offered.

o Not enough information is given.

o Managers are seen unwilling to serve customers.

SOLUTIONS:
Your performance
1. Set standards for each of the above issues.
2. Write the standards into your staff training program, and ensure that all your
staff members follow.
3. Managers must accept responsibility for seeing that the standards are not only
defined, but also constantly enforced.
4. Communications that build customer goodwill and loyalty need to become part
of the culture of the culture of the business.

HANDLING GUEST COMPLAINTS

• Do not interrupt the customer while they are expressing their complaint. Listen
attentively.
• Apologize – but only for the specific problem or complaint.
• Restate the complaint briefly back to the customer to show you have listened
and understood.
• Agree by thanking the customer for bringing the matter to your attention. This
shows you are looking at the problem from the customer’s perspective.
• Act quickly, quietly and professionally.

Or use:

A – APPROACH
L - LISTEN
A - ACKNOWLEDGE
A - APOLOGIZE
S - SETTLE
T – TAKE CORRECTIVE ACTION

Or:

H - HEAR
E - EMPHATIZE
A - APOLOGIZE
R - RECONCILE
T – TAKE CORRECTIVE ACTION

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 NEVER:

1. LOSE YOUR TEMPER

2. TAKE IT PERSONALLY
3. ARGUE
4. BLAME ANOTHER MEMBER OF STAFF OR DEPARTMENT

STEPS IN HANDLING COMPLAINTS

Your performance will be rated using the

• Verify what the guest had just said: restate his/her remarks in your
own words.

• Ask if your understanding is correct.

• Show empathy for the guest’s situation.

• Never allude to the guest’s problem as a common occurrence.

• Always offer an apology.

• Make the apology specific to the situation.

• Do not offer excuses or blame others.

• Communicate a desire to satisfy.

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 Review of the Lesson

Direction: resolve the complaint and present in

class.

THE LATE BREAKFAST

SARA REQUESTED FOR ROOM SERVICE TO SERVE BREAKFAST AT 7:00 IN

THE MORNING. HER ORDER ON THE TYPE OF TABLE SETTING AND FOOD
WAS ACKNOWLEDGED. THE STAFF GOT THE ORDER AND SARA WAITED
UNTIL 10:00 IN THE MORNING. THE GUEST BECAME EMOTIONAL BECAUSE
THE ORDER CAME TOO LATE AND SHE HAD AN APPOINTMENT AT 10:00 IN
THE MORNING.

Your performance can be assess through the following rubrics:

Your answer shall be assessed using the rubrics below.

DESCRIPTION SCORE
Demonstrated 100% of the given tasks 5
Demonstrated 75% of the given tasks 4
Demonstrated 50% of the given tasks 3
Demonstrated 25% of the given tasks 2
Did not perform the given tasks. 1

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 LEARNING OUTCOME 2

APOLOGIZE TO THE CUSTOMER

OBJECTIVES

At the end of this lesson, students are expected to:

1. Offer sincere apology for the disservice;

2. Show empathy with genuine concern and consideration to the
guest;
3. Avoid excuses or blaming others;
4. Express gratitude to the guest for bringing the matter up for
attention.

Descriptor

All restaurants will inevitably have deal with customer complaints. No matter
how hard you try to please your customers, something will go wrong that is beyond
your control. Innocent mistakes happen. Some customers are hard to please and will
complain if they are not 100% satisfied. Unfortunately, restaurants have to deal with
these complaints whether it is their fault or not.

If anything wrong happened in the restaurant even if it is not your fault, always
be ready to apologize. Customers believe that they have the right to complain and they
expect an apology. In a situation like this, it is important for the management to
consider communicating with the customer essential. Be ready to show concern and
empathy to their situation. Words like “I understand how you feel, “ I see, “ I apologize”,
“I am sorry”, “I can see how you might feel that way.” “I understand that you are not
happy about the wait, sir, but we are working fast as we can to get you a table.” “We
really appreciate your patience and willingness to wait” “Perhaps you would like to
have a drink at the bar until your table is ready.” It is not right to put the blame on the
customer. Let them feel that you are ready to listen and address their concerns. Thank
and acknowledge them. By this, you are putting your company on the side of the
customer.

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 This of course will not prevent you from becoming angry if even despite your
best efforts, the customers are still hostile. But just the same, you can still send them
some courteous notes.

Review of the Lesson

Directions: interview a manager of any restaurant or hotel establishment.

Consider the following questions and report to class.

INTERVIEW WITH THE MANAGER

1. Why is it wise to adopt “the guest is always right” attitude?

2. Why is it important to thank and acknowledge the guest for letting you know
that something is not right in your establishment?

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 LEARNING OUTCOME 3

TAKE PROPER ACTION ON THE COMPLAINT

OBJECTIVES

At the end of this lesson, students are expected to:

1. Take appropriate action regarding guest’s concerns;

2. Inform the right person or department for proper action;
3. Elevate or refer difficult situations or serious concerns to higher authority; and
4. Follow up and check problem if solved or not.

Procedures on how to take proper action on a complaint

and how to resolve it

LISTEN TO THE GUEST

• Follow the sequence of events leading to the guest’s complaint.
• Try to understand the guest’s point of view.
• Determine the guest’s overriding concerns.
• Use eye contact and open body language.
• Allow the guest plenty of time to explain.

DETERMINE A SOLUTION

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 • Go over all available options in your mind.
• Consider the facts and the guidelines of the restaurant.
• Select the two best possible solutions and present them to the guest.
• Possible solutions to guest problems:
RE-MAKE the order
RE-ORDER new item
REMOVE the item from the check

AGREE TO A SOLUTION
• Ask the guest to choose the solution that best accommodates his/her needs.
• Check if the solution preferred by the guest is feasible for you to agree on.
• Make sure the guest is pleased with the solution.
• Remain calm and pleasant.

TAKE ACTION
• Prioritize and expedite action to rectify the problem
• Ensure that the situation is clearly explained. Stress its importance and urgency.

FOLLOW UP
PROMPT ACTION IS A MUST
GET YOUR FACTS STRAIGHT

SOME QUICK FREEBIES:

1. FREE ROUND OF DRINK

2. FREE DESSERT
3. GIFT CERTIFICATE FOR A FUTURE VISIT
4. MERCHANDISE, SUCH AS A BEER GLASS OR T-SHIRT
5. TAKE A CERTAIN PERCENT OFF THEIR MEAL
NOTE: Make sure to contact the customer to inform them that the problem has been
solved.

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 Review of the Lesson

Direction: A. TRUE or FALSE: Write TRUE if the statement is

correct and FALSE if it is incorrect. Write your answers in your
answer sheet.

1. _________Do not take offense when a guest complains.

2. _________Thank the guest for bringing up the matter.
3. _________The problem should be followed-up to check whether it
solved or not.
4. _________Complaints are documented according to the
establishment standard procedures.
5. _________Persons concerned are recognized and actions taken are
recorded.
B. Essay Writing. Write a short essay answering the following questions:

1. Why is it important to deal with a disgruntled guest immediately?

2. Why do you mean by going the extra mile? Give examples.
3. In your own words, explain the procedures in handling guest complaints.

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 LEARNING OUTCOME 4

RECORD COMPLAINT

OBJECTIVES

At the end of the lesson, students are expected to:

1. Document complaints according to establishment standard procedures.

2. Recognize persons concern and record actions taken; and
3. Log and collate feedback received from the guests

Use your restaurant guest complaints

We all hate restaurant guest complaints but unfortunately they are part of the
business. When an issue with the guest complaint has been corrected so that they are
once again happy and loyal customers, it is time to deal with the other side of the issue:
was this an isolated incident or just one of many? Whatever the problem was, you need
to realize one thing right off; that for every person who complains about something,
there are more guests who have had the same experience, but just haven’t said
anything.
To address the complaints of an establishment, one must be familiar with the types
of complaining guests. Below are some types of complaining guests.

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 Types of complaining Guests/Customers:

The Volcano
1. Erupts suddenly
2. Insults you personally
3. Eager to pick a fight with you

The Know-it-all
1. Acts as if he knows everything in terms of food and service.
2. Threatens by name dropping on famous people and politicians

The foreigner
1. Very difficult to communicate with
2. Cannot explain their problem fully and cannot understand the solution you are
suggesting.

The rambler
1. Relishes the chance to speak to someone or anyone
2. Refuses to get to the point but talks on and on about irrelevancies

The clam
1. Will not talk, but is obviously dissatisfied and problematic
2. You have to work extra hard to be able to tell what they need because
they will not talk.

The free-loader
1. Will complain so as to get freebies
2. Will usually complain about even the smallest details or will make up
complaints
3. Will definitely demand that their meal be on the house

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 Review of the Lesson

Directions: ESSAY. Write an essay answering the following questions.

Make an oral presentation in class afterwards.

1. What is the importance of guest complaints to a business?

2. Explain the importance of recording and monitoring guest complaints.

Congratulations!
You have done a great job.
Kindly answer the
Post test below.

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 Post - test

Directions: TRUE or FALSE. Write T if the statement is correct

and F if it is incorrect. Write your answer in your answer sheet.

________________ 1. Room service is a great opportunity to increase revenue.

________________ 2. The acceptable method is to ask open-ended questions to sell and

lead the guests to buy.

________________ 3. Suggestive selling is anticipating the guest’s needs and making

recommendations to match.

________________ 4. Adapting a hanger device helps the guest to place the orders the
night before or way ahead of time.

________________ 5. Room service order placed through the telephone is fast and written
down manually or typed into a computer.

________________ 6. Trays and trolleys must be taken to the wash up area.

________________ 7. Make sure that the presentation of the setup is attractive, well
balanced and safe.

________________ 8. Lift the receiver in the second ring if possible.

________________ 9. Approach the room quietly.

________________ 10. Check all service equipment to make sure that it is clean and
undamaged.

________________ 11. Doorknob signage’s are placed inside the guestrooms by the room
attendant.

________________ 12. Once inside the room, leave the door open unless the guest orders
you to close it.

________________ 13. Most room service orders are done by telephone service.

________________ 14. The telephone must be answered quickly.

________________ 15. Orders taken from a telephone is written in an order slip.

________________ 16. Store all beverages in a safe, hygienic, orderly and accessible
manner.

________________ 17. Beverage items should be stored safely to reduce the risk of
accidents and breakage.

Food and Beverage Service NCII Page 310

________________ 18. Answer the telephone on the third ring.

________________ 19. The pantry should be fully equipped for quick and efficient service
to the rooms.

________________ 20. Dirty trays are cleared in accordance with the establishment’s
procedure.

Congratulations!
You have done a great job.
Kindly answer the
Summative Assessment
below.

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 Summative Assessment

________________1. Reservation are advanced bookings by customers to hold a table

(table bookings).

________________ 2. Counter service is ideal for diners who go for fast service since
they have very limited time to eat.

________________ 3. Table setting refers to the process of setting a table with

tableware.

________________ 4. Silverware is set about 2 inches from the edge of the table

________________ 5. A cover is one place setting, which means the space required on
a table for laying cutlery, crockery and glassware for one person.

________________ 6. Room service is a great opportunity to increase revenue.

________________ 7. The acceptable method is to ask open-ended questions to sell

and lead the guests to buy.

________________ 8. Suggestive selling is anticipating the guest’s needs and

making recommendations to match.

________________ 9. Adapting a hanger device helps the guest to place the orders
the night before or way ahead of time.

________________ 10. Room service order placed through the telephone is fast and
written down manually or typed into a computer.

B. Directions: Read the following questions carefully and choose the letter of the
correct answer. Write it on your test notebook.

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 11. What is the correct way of serving food in a Russian or English
service?
a. From the back of the guest c. in front of the guest
b. By the left side of the guest d. by the right side of the
guest

12. Which of the following is the correct sequence of a classic menu?

g. Soups, fish, frozen water ices, vegetables, salad, cheese,
beverage b. Soups, fish, frozen water ices, vegetables, cheese,
salad, beverage c. Soups, fish, vegetables, frozen water ices,
salad, cheese, beverage
h. Salad, soups, frozen water ices, fish, vegetables, cheese,
beverage

13. Which of the following food can be paired to champagne?

i. Hard cheese c. Fish
j. Chicken d. Pork

14. Which of the following will you explain to the customer in upselling an
appetizer?.
c. Its ingredients and preparation c. its taste
d. The method of cooking d. its color
15. Which of the following will not help you in upselling products?
g. Taste menu items c) give vivid
descriptions
h. Study the menu d) mention the
ingredients

C. Directions: Identify the following tools and equipment in column B. Write your
answer in column A with a short description of its uses or functions. (2pts. each)
A B

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 1.

2.

3.

4.

5.

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 6.

7.

8.

9.

10.

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 KEY TO CORRECTION

PRE-ASSESSMENT/POST-ASSESSMENT TEST:

A.
1. C
2. C
3. A
4. B
5. C
6. A
7. B
8. C
9. A
10. B

DIAGNOSTIC/SUMMATIVE TEST:

A. B. C.
11. TRUE 1. B 1. GUERIDON TROLLEY
12. TRUE 2. C 2. CHINAWARES
13. TRUE 3. A 3. COCKTAIL FORK
14. FALSE 4. A 4. FISH KNIFE
15. TRUE 5. B 5. TEASPOON
16. TRUE 6. WATER GOBLET
17. TRUE 7. SOUP SPOON
18. TRUE 8. RECTANGULAR TRAY
19. TRUE 9. FREEZER
20. TRUE 10. ROUND TRAY

QUARTER 1 (LESSON 1. PREPARE THE DINING ROOM/RESTAURANT AREA FOR

SERVICE)

PRE-TEST/POST TEST:

A. B.
1. C 1. A
2. C 2. B
3. A 3. C
4. B 4. A
5. C 5. B

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LO1

Review of the Lesson:

1. TRUE
2. TRUE
3. TRUE
4. TRUE
5. TRUE

“TAKING THE RESERVATION”

LO2

1. FLATWARES
2. GLASSWARES
3. HOLLOWARES
4. CHINAWARES
5. BAR EQUIPMENTS AND TOOLS

“Classification of service tools “

LO3

Review of the Lesson:

1. B
2. B
3. C
4. C
5. C

1. TRUE
2. TRUE
3. FALSE
4. TRUE
5. TRUE

“Laying Covers/Table Setup”

“TABLE NAPKIN FOLDS”

1. SHIRRED 1. SHEER
2. KNIFE PLEAT 2. ACCORDION
3. BOX PLEATS 3. BOX
4. FRENCH BOX PLEATS
5. PLASTIC
6. FRINGE
7. SWAG

“TABLE SKIRTING”

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QUARTER 2 (LESSON 2. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE
ORDERS)

PRE-TEST/POST TEST:

1. C 6. A
2. C 7. A
3. B 8. B
4. B 9. C
5. C 10. B

LESSON 2. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS)

LO1

“ WELCOMING AND GREETING GUEST”

LO2

ANSWER KEY for SELF CHECK 2.2

A. TRUE or FALSE
1. TRUE – If there is now available two seater table.
2. TRUE – To be able to know how many are there to prepare.
3. FALSE – Walk in front but not too far.
4. TRUE – Waiter responsibility / duty as courtesy.
5. FALSE – Guest should be escorted to the table always.

LO3

ANSWER KEY for Self Check 2.3a

A. TRUE or FALSE
1. FALSE – Give the guest time to choose what to order
2. TRUE – To be able to get the orders correctly.
3. TRUE – Ladies order first, if there are no children in the group.
4. TRUE – So that there will be no wrong orders to be prepared.
5. TRUE – Easier way of promoting menu and less time of preparation for additional
orders possible.

B. As per Information Sheet 2.3a

LO4

ANSWER KEY:

MATCHING TYPE

1. F

Food and Beverage Service NCII Page 318

 2. A

3. C

4. D

5. B

QUARTER 3 (LESSON 3. PROMOTE FOOD AND BEVERAGE PRODUCTS)

(LESSON 4. PROVIDE FOOD AND BEVERAGE TO GUEST)

PRE-TEST/POST TEST:

B. B.
1. B 1. CHILDREN/ELDERLY
2. C 2. HANDS/ARMS
3. C 3. TEASPOON
4. C 4. CHAIRS
5. B 5. PARTY MENUS

LESSON 3. PROMOTE FOOD AND BEVERAGE PRODUCTS

LO1

Review of the Lesson:

1. A LA CARTE 6. CYCLE MENU

2. TABLE D’HOTE
3. SET MENU
4. CARTE DU JOUR
5. DEGUSTATION

LO2

Review of the Lesson:

1. Light dry white

2. Fish, cheese
3. Dessert wine
4. Sparkling wine
5. Sweet white
6. Medium red
7. Light red
8. Cured and smoked
9. Soft cheese
10. Dessert wine
LO3

“SKILLS TRIAL”

Food and Beverage Service NCII Page 319

LESSON 4. PROVIDE FOOD AND BEVERAGE TO GUEST

LO1

1. B
2. C
3. A
4. B
5. D
“GARNISH AND ACCOMPANIMENTS”
LO2

1. F
2. T
3. T
4. T
5. T

LO3

1. HARRINGBONE STYLE
2. U-SHAPED BANQUET STYLE
3. CLASSIC
4. THEATER STYLE
5. CLASSROOM STYLE

LO4

1. D
2. C
3. J
4. B
5. A
6. K
7. G
8. H
9. F
10. I

“SERVING BEVERAGE ORDERS””

LO5

1. 1
2. 2
3. 3
4. 4
5. 5

LO6

1. 1
2. 2

Food and Beverage Service NCII Page 320

 3. 3
4. 4
5. 5

LO7

“INTOXICATED CUSTOMERS”

QUARTER 4 (LESSON 5: PROVIDE ROOM SERVICE)

(LESSON 6. RECEIVE AND HANDLE GUEST CONCERNS)

PRE-TEST/POST TEST:
1. TRUE 11. FALSE
2. TRUE 12. TRUE
3. TRUE 13. TRUE
4. TRUE 14. TRUE
5. TRUE 15. TRUE
6. FALSE 16. TRUE
7. TRUE 17. TRUE
8. FALSE 18. FALSE
9. TRUE 19. TRUE
10. TRUE 20. TRUE

LESSON 5: PROVIDE ROOM SERVICE (REVIEW OF THE LESSON)

LO1

1. TRUE
2. TRUE
3. TRUE
4. TRUE
5. TRUE

“BREAKFAST IN BED”

LO2

1. T
2. T
3. F
4. T
5. T

“SELECT”

LO3

1. F
2. T
3. T

Food and Beverage Service NCII Page 321

 4. T
5. T

“PRESENTING ORDERS”

LO4

11. T
12. T
13. T
14. T
15. T

“FOOTING THE BILL”

LO5

1. T
2. T
3. T
4. T
5. T

“YOU GOT SERVED”

LESSON 6. RECEIVE AND HANDLE GUEST CONCERNS

LO1

“ THE LATE BREAKFAST”

LO2

“ INTERVIEW WITH THE MANAGER”

LO3

Review of the Lesson

A. B.

1. TRUE ESSAY
2. TRUE
3. TRUE
4. TRUE
5. TRUE

LO4 “ESSAY”

Food and Beverage Service NCII Page 322

 GLOSSARY OF TERMS

Accompaniments – food offered with a certain dish to improve flavor or counteract

richness
Afters - food served after the main course
A la carte - an item in the menu that is priced and ordered separately
Ambiance - the mood or feeling in a particular place
American service – usually called plated where food is placed on a plate in the
kitchen, and is ready to be served to the guest without additional
tableside preparation.
Banquet - a formal and elaborate meal for many people, usually followed by
speeches
Beverage - hot or cold drinks
Breakfast Menu - fairly standardized menu includes juices, cereals, eggs to order,
breakfast meats like bacon, sausages or ham, waffles, or pancakes
Brigade - refers to the service team in a French style of service
Booster seats - a type of elevated seat intended for children
Californian Menu – features item for breakfast, lunch, and dinner that are offered
throughout the day
Centerpiece - something in a central position, particularly a decorative object or
arrangement placed at the center of the table
Complementary drinks – free drinks offered to guests once they arrive or are seated
Computerized control system – a docket system that is widely used in restaurants,
residential hotels, and large establishments where orders are
entered by waiters at one terminal or more
Condiment - a spice, sauce or other food preparation that is added to food to
Impart a particular flavor or to enhance its flavor
Cover - another name for a place setting; a combination of flatware, dishes,
glasses, and linens that are appropriate for the food served.
Crockery - tableware such as plates, dishes, cups, and other similar items
used for eating and serving; made of baked day.
Customer - a person who buys goods and services offered in the restaurant
Cutlery - sharp tools made of metal, particularly knives; kitchen and dining
tools that are used at the table for preparing, serving, and eating
food
Cycle Menu - set of dishes or menu items that are different for each day during
a cycle and repeats.
Decanting - the act of pouring or filling wine
Degustation menu – “chef’s tasting menu”, this type of menu is described as
“showcasing the chef’s flair for combining flavors and textures”
Dinner Menu - has larger and elongated serving portions for guests to have
more time and leisure for eating.

Food and Beverage Service NCII Page 323

 Duplicate docket system – a traditional manual system which can be preprinted;
often used in medium and large-sized hotels and restaurants
with a limited menu
Du Jour Menu - “du jour” means “of the day”; restaurants use available seasonal
ingredients to prepare the freshest food possible for the
day,”soupe du jour” means soup of the day
Double book - overbooking; occurs when more than one reservation for the same
table is accepted
Drawback - A feature that renders something less acceptable; a
disadvantage or problem

Electronic order pad - An order entry tool which provides all the
items in the menu list to take note of customer
orders quickly
Embellish - To make beautiful with ornamentation; decorate
Equidistant - The same or equal distance apart from one point to
another

Fine dining - A style of eating which takes place in high end

restaurants, often in a formal setting

Flatware - The generic term for all dining utensils.

Flamboyant - Someone or something that is extravagant

Guacamole - A dip of mashed avocado mixed with tomato, onion,

and seasonings

A form used to record the orders of the guest

Guest check -
A serving dish or piece such as water pitcher, teapot,
Hollowware - and gravy boat.

Food and Beverage Service NCII Page 324

 Hors d’ oeuvres - Small portions of highly seasoned foods; a
combination of canapes, olives, stuffed celery,
pickled radishes and fish
Intoxication - The state of being drunk
Lunch Menu - Composed mostly of light and informal meals
like sandwiches, salad and soup

Main course - Consist mostly of protein dishes

Menu - A list of food items served in the restaurant.

- A board where the menu is posted on and
Menu board placed outside a restaurant primarily to attract
tourist

A French phrase which mean “put into place;” pre-

Mise en place -
service preparations.
Mouthwatering -
Arousing the appetite; delicious
No show -
A guest who made a reservation and neither uses nor
cancels it.

Par stock - The correct amount or quantity of a product kept in

stock as decided by management
Pax -
A party, persons or guests; derived from the word
“passenger” as used in the 1940’s in the UK
Transport Industry.

Expressions made when dealing with the guest

Phraseologies –
Point of sale; the hardware and software used as
POS system -
transaction terminal equivalent to an electronic cash
register

Receptionist- The first person who greets and welcomes the guest
in a restaurant

Act of making prior arrangement in a restaurant

Releve -
Advance arrangement to secure accommodations in
Reservation - a restaurant or hotel.
Restaurateur - A person who owns and manages a restaurant

Room service - the service of food and beverages in guest’ rooms in hotels or other
Accommodation establishments, such as motels or serviced
apartments

Food and Beverage Service NCII Page 325

 Sami a la carte - an entrée accompanied by standard components.
Service
Side stand - a waiter station

Skirting - Refers to the specialized linen used for draping buffet,

conference, and other tables
Sommelier - A wine steward
Sorbet - Sometimes called ‘granites’ which is served to give
pause within a meal

Most common type of menu or predetermined menu that does

Static menu - not need to change everyday

Station mise en The preparation of a waiter’s station in a food service

place -

Suggestive
selling - An act of giving suggestions and ideas to increase the
dining guests’ original orders
Table d’hote or
fix price - A complete meal at a set price
French phrase which means “host’s table” it offers one or more
variants of each dish for fixed prices
Tray - A container or receptacle, with slightly raised edges,
used for carrying, holding, or displaying articles

- A traditional manual system used in medium and large-

Triplicate docket
sized hotels and restaurants
system

Waiter - A person who serves food and beverages

Walk in guest - A guest who walks into a place, e.g. a restaurant, without any
prior seat reservations.

Food and Beverage Service NCII Page 326

 References

Handouts/Manuals:

1. Johnson & Wales Handbook, Dining Management

2. Manual on Food & Beverage Operations, Lyceum of the Philippines

University – Dusit Thani College

3. Saudi Commission for Tourism and Antiquities 2009

4. TESDA Competency-Based Learning Materials, Tourism Sector (Hotel

and Restaurant), Food and Beverage Service NCII

5. ASEAN Trainee Manual: Provide a link between kitchen and service

area, 2013

6. TESDA Training Regulation, Tourism Sector (Hotel and Restaurant),

Food and Beverage Service NCII

7. K to 12 Home Economics – Food and Beverage Services (NCII)

Curriculum Guide May 2016

Books:

• Cornell, Daryl Ace V., Food and Beverage Service Procedures (for senior
high school a comprehensive approach)

• Food and Beverage Services (A compilation of notes and lectures), (Bestlink

College of the Philippines)

• Cornell, Daryl Ace V., Vicente Eduardo I. Molina and Jojo G. Valenzuela, A
Concise Guide in Food and Beverage Service Procedures.

• Axler, Bruce H. and Carol A. Litrides, Food and Beverage Services, (John
Wiley and Sons, Inc, 1990).

• Samson-Roldan, Amelia, and Benito Tangonan-Edica, Food and Service and

Bartending, (Metro Manila: AR Skills Development & Management Services,
2008)

Web-based Articles:

Food and Beverage Service NCII Page 327

 • Alcaide, Lynette, “Table Skirting” accessed from
http://www.slideshare.net/lynettealcaide/table-skirting

• “beverage” accessed from http://www.b-u.ac.in/sde_book/bsc_beverage.pdf

• (http://www.kraftfoodservice.com/

• “chair and table spacing tips and suggestions,” accessed from

https://www.seatingexpert.com/help_design.asp#sthash.8954u4r5.dpuf

• http://ph.images.search.yahoo.com/search/images;_ylt=A2oKiavlWBBRQC8A
N7O1Rwx.?p=channel+menu&fr=yfp-t-711&ei=utf-8&n=30&x=wrt
• Deshmukh,Ujwal”Suggestive Selling Techniques,” accessed from
http://www.buzzle.com/articles/fact/suggestive-selling-techniques.html

• “Flatware” accesed from http://www.atozpartyrental.net/flatware_rental

• http://www.ehow.com/info_8548772_list-different-types-appetizers.html

• http://ph.images.search.yahoo.com/search/images;_ylt=A2oKiHIddhBRJzwA2
k.1Rwx.?p=soup&fr=yfp-t-711&ei=utf-8&n=30&x=wrt
• http://ph.images.search.yahoo.com/search/images;_ylt=A2oKiHDx5BFR.jgAh
hS1Rwx.?p=salad&fr=yfp-t-711&ei=utf-8&n=30&x=wrt
• http://ph.images.search.yahoo.com/search/images;_ylt=A2oKiHO.5xFRiyYAC
ZK1Rwx.?p=maincourse&fr=yfp-t-711&ei=utf-8&n=30&x=wrt
• http://ph.images.search.yahoo.com/search/images;_ylt=A2oKiZcX6RFRYQY
A
Jti1Rwx.?p=dessert&fr=yfp-t-711&ei=utf-8&n=30&x=wrt
• http://ph.images.search.yahoo.com/search/images;_ylt=A2oKiHMK6xFRiyYA
Xcq1Rwx.?p=wine&fr=yfp-t-711&ei=utf-8&n=30&x=wrt
• http://ph.images.search.yahoo.com/search/images;_ylt=A2oKiHHMEBNRyzA
AfQ.1Rwx.?p=apperitif&fr=yfp-t-711&ei=utf-8&n=30&x=wrt
• http://ph.images.search.yahoo.com/search/images;_ylt=A2oKiHGwEhNRhwk
ADq.1Rwx.?p=coffee&fr=yfp-t-711&ei=utf-8&n=30&x=wrt
• http://ph.images.search.yahoo.com/search/images;_ylt=A2oKiHBxHRNR6Sk
A bq.1Rwx.?p=tea&fr=yfp-t-711&ei=utf-8&n=30&x=wrt
• http://ph.images.search.yahoo.com/search/images;_ylt=A2oKiaB5MhNR7CU
APQ61Rwx.?p=bruschetta%20appetizer&fr=yfp-t-
711&ei=utf8&n=30&x=wrt&fr2=sg-gac&sado=1

• “Napkin Folding” accessed from http://www.napkinfoldingguide.com

Food and Beverage Service NCII Page 328

 • “Taking Order,” Hbirbals.. The Hospitality Birbals accessed from
http://www.hbirbals.com/takingorder.htm.

• Wickford, Hananah, “Suggestive Selling Techniques” accesed from

http://www.yourbusiness.azcentral.com/suggestive-selling-techniques-
restaurants-7157

Images accessed from:

• http://www.cambodiatourismprofessional.gov.kh/images

• http://www.textilefurnishings.com

• http://www.deluxehire.co.uk

• http://ph.image.google.com

• http://pacificpartycanopies.com

• http://bigiftsimports.com

Video Links:

• http://www.youtube.com/watch?v=NJtGABPWvhg

• http://www.youtube.com/watch?v=68t6TQUh2bQ

• http://youtu.be/5d6BzjhTrZ4

• http://youtu.be/5d6BzjhWriters

• http://www.foodtimeline.org/foodsoups.html

• http://www.youtu.be/QphuRek7qCU

• http://www.hsc.csu.edu.au/hospitality/hosp_240/food_bev/SITHCCC004A/cle
an_maintain/THHBKA04A007.html

NOTE: All pictures here are copied from the internet. Please redraw.

Food and Beverage Service NCII Page 329

 ACKNOWLEDGEMENT

Developmental Team of the Food and Beverage Services Manual

Writers: Cristeta M. Arcos Evangeline V. Yu Jelly M. Flores

Consultants: Fely Jacob Eleanor A. Malicdem, PhD
Layout artist: Christian Bjorn R. Cunanan
Cover artist: Ricardo Jose V. Santillan lll

Management Team
Bureau of Learning Resources
Bureau of Curriculum Development

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Dina S. Ocampo, PhD

This is to acknowledge the different practitioners, experts, and specialists who made this
CBLM for Grade 11 & 12 (Specialized Course) possible.

Writers/Reviewers (FOOD AND BEVERAGE SERVICE)

1. BENEDICT LEON GABRIEL A. Teacher I Casugad National High School
GRENGIA (Chairman)
2. CHEERIE JEAN B. NUÑEZ Teacher III Sta. Cruz High School, Canaman
(V- Chairman)
3. MELANY I. ACAYEN Teacher I Doroteo Federis Sr. National High School
4. EMEE DC. BARBARA Teacher II San Fernando National High School
5. JOYCE C. MACALALAD Teacher I Nabua National High school
6. MARIETA SHEILA C. TEMPORAL Teacher I Magarao National High School
Language Editors
1. RUBY DC. AQUINO Head Ocampo National High School
Teacher Ill
2. CHRISTINE F. CORPORAL Teacher I Minalabac National High School
3.JUFRANZ B. ABRAGAN Master Ocampo National High School
Teacher ll
4.HERBERT S. FALABI Teacher III Maura N. Sibulo National High School
Illustrator
1. BENEDICT LEON GABRIEL A. Teacher I Casugad National High School
GRENGIA
Validator/Facilitator
1.LALAINE V. FABRICANTE Ed. D Master San Jose Pili National High School
Teacher II
Demo-Teacher
1.BENEDICT LEON GABRIEL A. SHS Teacher Casugad National High School
GRENGIA I
Management Team
1.DR. LILIAN R. PAREDES EPS-I, Division Office, Camarines Sur
EPP/TLE/TVL
NOTE:
All pictures and graphic illustrations taken from the internet are properties of the original owners and are used only as
supplemental materials for educational purposes.

Food and Beverage Service NCII Page 330