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L.O. 1: LIAISE BETWEEN KITCHEN AND SERVICE

AREA
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COMMUNICATION TECHNIQUES
Communication is critical in providing a link between kitchen and service areas. It
provides a link between kitchen and service areas, gives examples of information which
may need to be relayed, identifies the staff who may be involved and presents
appropriate communication techniques. Flow of information you will need are:

Workflow Structure in the Food and Beverage Service

The movement of food in food service operation is referred to as the flow of food. This flow
of food begins when a decision is made to include a food item on the menu and ends with final serving of the
food item to the customer. With the flow of food, there is a need to workflow structures where the flow
process can be monitored to ensure the efficient pick up of food items. The kitchen, being the centre of food
production and cooking but includes other functions like receiving, storing, holding, dishwashing and
picking up of food and bringing it to the dining area. All these functions should be provided sufficient space
to ensure smooth, comfortable, and quality controlled operations. The performance of these functions should
observe the principle. ”Provide for a continuous flow of materials.” This means that materials like food and
supplies should proceed from receiving entrance to the point in a continuous flow without backtracking.

To clearly illustrate this principle of continuous flow of materials, look closely at the graphic
illustration on the next page.

The entrance of food items and supplies starts at the receiving area where checking and weighing of the
different items are done. Once this process is finished, the materials go to the appropriate storage areas and
stay there awaiting future use.

Types of storage areas:

1. Dry food storage for canned and packaged food staples
2. Non- food storage for cleaning tools and detergents, preparation and cooking tools and equipment,
serving wares, trays
3. Refrigerated food storage for perishable items
These storage areas should be arranged in the line of material flow. These works centers are usually
arranged at right angles at the general flow of materials which includes the lateral movement in and out
of these work centers but which enable the materials to progress in a general forward direction toward
the point of service.

Notice in the flow chart that that the storage areas are near the salad and vegetable preparation, dessert
preparation, and meat and fish preparation. The short distance between storage and preparation centers should
save time and energy. The same is true with the cooking centers which are located immediately after
preparations of food items are done. This efficient flow of food should reduce the necessary walking to a
minimum.
After cooking, food is placed in the holding area where temperature for hot food and cold food is
maintained. It is now ready for pick up in the serving area by the waiter or waitress. It is important at this point
that traffic in the kitchen and dining area should be so arranged hat moving lines of workers and materials do
not cross of another.
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On the side, which adjoins the kitchen, are the related areas and service functions for the food manager
and workers. These allowing easy access to the kitchen, encouraging efficient movement for supervision, for
storage, for waste disposal, fast cleaning and attending to personal needs of workers.

Figure 1. Principle of Continuous Flow of Materials

Receiving area & dock checking & Weighing Area

Dry storage area Dry storage area

Dry storage area

Salad vegetable Dessert preparation Meat

preparation preparation

Vegetable pot and pan Meat and fish

cooking washing cooking

HOT AND COLD

HOT AND COLD
HOLDING EQT.
HOLDING EQT.

SHORT ORDER
SANDWICH
COOKING
MAKING.
SERVING
AREA OR
WAITRESS
PICK UP
COUNTER

DINING ROOMS DISHWASHING

ROOM

WASTE DISPOSAL
SOILED LINEN HOLDING & DISH & TRAY TRANSPORT &
&TRANSPORT EQT.
LAUNDRY AREA STORAGE EQT.

Kitchen service areas

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1. Hot food area –this is where plated food (entrées, main courses, desserts) are served or collected
from – also known in some places as the “ pass”. Most food for a dining room or restaurant will be
served from and collected from this area. Orders are commonly also placed at this area.
2.Cold - this area does not exist in all properties being limited mainly only to large
commercial kitchens catering for high volumes. The cold larder area will prepare and serve
items such as cold entrées, salads, cold desserts, and cheese platters.
3. Waiting stations – a waiting station is a place or a piece of furniture which a waiter uses
as their work base to do things such as storing items, a location to clear plates from the
guest table to, to rest items on. You will be required to take prepared dishes from the
kitchen to the appropriate waiter stations from where wait staff will serve the dishes to
guests at table. You will also take the dirty dishes back from the waiter’s station to the
kitchen/dish washing area for scraping and cleaning.

4. Buffet areas - You may also be responsible for tending (attending and monitoring)

Communication and Interpersonal skills

In an organization like food service, messages and interpersonal skills are utmost
importance for a smooth, well-coordinated, and efficient operation of the food service.
Communication is the act of imparting or relaying or information to one or more persons. It can be
one-way communication wherein one person sends the message to another person, or a two-way
communication where one person responds or sends back the message of the other person.
The flow of communication in an organization chart can be horizontal and vertical
depending on the positions occupied by the employees. The organizational chart can be clearly show
the flow of communications. Below are an example of organizational chart of a food service
establishment.

Food and Beverage Division

Organizational Chart – Restaurant Team

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The dining area is managed or supervised by the Headwaiter. His service brigade consists of a
station head or a captain waiter, a receptionist, waiters and food attendants, cashiers, bartender or bar
waiter and a busboy. The required number of waiters or servers is usually calculated based on the
productivity standard(number of covers or guests that a waiter can serve within a meal period). The
standard varies for each type of service and the capacity of the dining personnel. A time and motion
analysis is usually undertaken to arrive at a realistic productivity standard. Below is the typical
productivity ratio used by large and medium sized food establishment.
1 waiter for every 15 customers (for American or Plate service)
1 waiter for every table of 10-12 customers(Russian Service)
1 waiter for 5 customers (French service)
1 waiter for every 20-25 customer (buffet service)
1 waiter for every 20-25 customers or 4-5 tables (family service)

Effective communication requires good interpersonal relations. Good interpersonal relations

means employees in the food service get along well. Each employee, whatever his or her position in
the organization, behaves in accordance to the rules and policies of the organization and its committed
by its vision and mission. There are other techniques to establish good relations with the employers
and employees. This technique is known as positive reinforcement. It assumes that human behavior is
determined by responses to stimuli or environmental conditions and a person’s behavior can be
changed by changing the environment to which the person respond.

Duties and Responsibilities of Food Service Team

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Duties are assigned to every member of the food service team in accordance to the position he
or she occupies in the organizational chart. Together with the duties are responsibilities for which he
or she is accountable for in finishing every task in accordance to industry standards. Specific job
requires specific duties and responsibilities. In turn, this requires personnel with specific qualifications
to do the job effectively and efficiently. The following are the various personnel in the food service
establishment.
The success of a food and beverage service establishment depends on the way it is organized to
attain its goals. Employee from the busboy up to the managers have very important functions to fulfil.

Hereunder are some of the duties and responsibilities of the F&B personnel.

 FOOD AND BEVERAGE MANAGER

• The food and beverage manager is responsible for the implementation and setting of the food
and beverage policies.
• In general, food and beverage managers are responsible for:
– Ensuring that the required profit margins
– Updating and complete new wine lists
– Compiling, in liaison with the kitchen, menu
– Purchasing of all materials
– Ensuring that quality/quantity in relation to the price paid is maintained
– Ensuring staff training in maintaining highest professional standards
– Employing and dismissing staff
– Holding regular meetings with section heads
– Marketing and sale promotion

 RESTAURANT MANAGER/ SUPERVISOR

• Responsibility for the organization and administration of particular food and beverage service
areas. These may include the lounges, room service (in hotels), restaurants and possibly some
of the private function suites.
• Job duties consist of:
– managing employees,
– regulating business operations,
– resolving customer issues,
– create work schedules,
– monitor and evaluate employee performances,
– motivate staff members,
– monitoring inventory (ordering/ delivery),
– meeting health and safety regulations,

 RECEPTION HEADWAITER
 The reception headwaiter is responsible for accepting any bookings diary up to date.
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 They will reserve tables and allocate these reservations to particular stations.
 Greet guests on arrival and takes them to the table and seats them.

 HEADWAITER/ MAÎTRE D’ HÔTEL/ SUPERVISOR

 Overall in charge of the staff\
 Is responsible for seeing that all the pre-preparation duties necessary for service are
efficiently carried out
 Headwaiter will aid the reception headwaiter during the service and will possibly take
some orders if the station waiter is busy
 Help with the compilation of duty roster and holiday lists, and may relieve the
restaurant manager or reception headwaiter on their days off.

 STATION HEADWAITER/ SECTION SUPERVISOR

 For large establishments the restaurant area is broken down into Sections.
 Each of the sets of tables (which may be anything from four to eight in number) within
the section of the restaurant area is called a Station.
 Responsibility for a team of staff serving a number of stations within a section of the
restaurant area.
 They take the food and beverage orders (usually from the host) and carry out service at
the table with the help of the chef de rang.

Restaurant Team
• STATION WAITER/ CHEF DE RANG
• Provides service to one set of table (between about four and eight)
• Usually less experience than a station headwaiter.

• ASSISTANT STATION WAITER/ DEMI-CHEF DE RANG

• The person next in seniority to the station waiter and assists as directed by the station
waiter.
• WAITER/ COMMIS DE RANG
• This person mainly fetches and carries.
• Pre-preparation task, such as cleaning and prepare equipment
• TRAINEE COMMIS/ APPRENTICE
• Apprentice or learner, having just joined the food and beverage service staff
• During the service this person will keep the sideboard well stocked with equipment and
may help to fetch and carry items as required.

RESTAURANT SERVICE
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A restaurant is a food outlet that serves food and beverages to dine-in customers as
differentiated from those served in take-out or vending machines. The types of service and the service
among restaurants vary depending on their classification, the type of food and services, the volume of
orders and the composition of their prospective customers.
Dine-in restaurants come in various types like;

1. COFFEE SHOP- a casual dining outlet that caters to people “on the go” such that the most
items served are short orders.
2. FINE DINING- restaurants are usually designed for the elite market and they serve special
dishes of superior quality, often with the elegance of wine service and sometimes table side
preparation and gueridon service.
3. CAFETERIAS, STUDENTS/INDUSTRIAL CANTEEN- are meant for people with low
budget meal. It serves value meals that are usually displayed fast food counters.

RESTAURANT LAY-OUT
1. Dining area
Each station is manned by the station head assisted by the waiters or food attendants. A busboy
is assigned to each station and he acts as runner to the kitchen so that waiter can concentrate on
order taking and service, without having to leave their assigned station.
2. Bar Counter
Restaurants serving drinks are advised to set up a bar counter where drinks orders are placed
and prepared.

L.O 2 : CLEAN AND CLEAR FOOD SERVICE AREA

Topic: Prepare Service Stations and Equipment
Sub-topic: Station Mis-en -Place, Sanitation Standards in Handling
Service Equipment and Legislation on OH & S and food Hygiene
Different types of food and beverage services today are used in many
restaurants, hotels, and catering service. Most of the type of Service are originated in
the private home practices.
Today, the standard set-up of a dining room, function room, and catering service
vary depending on the types service tools and equipment used, types of service and
requirement of customer. All service stocks, supplies and equipment needed in service should be
properly place in a service station. As food and beverage handler, Sanitation Standards in Handling
Service .
Equipment should be properly observed. Occupational Health and Safety (OSH laws are our
protection while you are working in the Hotel and Restaurant Industry

❖ MISE-EN-PLACE
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It is a French term which means” put into place” pre-serve preparations. The amount of work
as well as the long hour of the food and beverage business make “mise- en- place” even more
important. For example, morning shift get everything ready for afternoon shift and vice versa.
Mise-en-place allows the use of teamwork, which is essential to maintain energy
level throughout the day and to help avoid over-time pay.
Service Station mise-en-place is the preparation of a waiter’s station in food service area.
Typical side stand supplies would be:
1. all necessary flatware and cutlery: knives, spoons, and forks
2. crumbing-down equipment
3. service plate
4.tea/coffee equipment
5. glassware/beverageware
6. clean folded cloth napkins
7. toothpick
8. menus
9. wine list
10. clean table linen
11. ice tong
12. order pad, guest checks, and pencil
13. condiments (salt, pepper, etc.)
14. meal accompaniments (jam, coffee, cream, calamansi)
15. clean placemats
16. tip tray/booklet

❖ SIDE WORK
Waiters/waitresses do some work in the restaurant in addition to their main serving tasks.
Server’s side work consists of duties like refilling table condiments, restocking beverage and server
stations, cleaning of service areas and other functions as determined by management. Side work
should be completed during shift. It's important to have detailed side work assignments so that servers
are clear what they are responsible for and that these tasks are completed in a consistent, and timely
manner. Side work assignments or checklists should also be prepared for all service staff and any other
front of the house positions.

SIDE WORK CHECKLISTS:

Side work duties of every service staff can differ by the type restaurant. Here's a systematic
way to identify your side work duties so you can develop your own customized checklists:
1. Identify Opening Side work duties.
Make a list of all the tasks and functions that must be completed in the front of the house before the
restaurant opens. This would include all those activities and works that need to be done in the dining
room.
2. Assign Tasks to Server Stations.
Assign tasks to each station for the first shift of the day. The tasks should be assigned to stations in a
way that allows for efficient completion of the tasks and in a way that evenly divides the work amount
all stations as much as possible. In many restaurants the time needed to complete opening server’s side
work is about 30 minutes.

3. Identify "Running Side work" Duties.

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Determine what side work functions need to be completed during the meal periods. Running side
work, as it's usually referred to, involves keeping server’s work areas. This work can be divided up
among the waiters and bussers.
4. End of Shift Functions. Create a specific task of all the service staff should
complete before the end of the day-part shift. Assign these tasks to servers based on the in which
servers are scheduled to leave.
5. Closing Duties. Make a list of all the side work that should be completed at the
end of the PM shift.

❖ PREPARING THE SIDE STAND (waiter’s station)

The side stand or waiter’s station is a storage and service unit located close to serving areas, which
eliminates frequent trips to the kitchen for supplies. One of the main opening duties is to stock the side
stands nearest your station with various service ware, and supplies.

❖ SANITATION STANDARDS IN HANDLING SERVICE EQUIPMENT

1. Set up and serve only the clean and sanitized glasses, cutleries, china wares and
other service equipment.
2. Equipment should not be exposed to contamination. Keep them in closed drawers or
cabinets, not exposed to open air and dirt.
3. Food delivered for room service must be covered to avoid bacterial contamination.
4. All service equipment must be wiped dry with clean wiping cloths to protect them from
watermarks. The cloths used for this purpose must be segregated from other cloths and if
possible, color coded.
5. Handle glasses by the stem or base, cutleries by the hands.
6. Underline bowls with a plate and never serve them with the finger touching the rim.
7. Avoid touching foods and cutleries with bare hands. Use a plastic scooper for serving ice,
serving spoon and fork for dishing out foods.
8. Never hold/serve the toothpick, straw or napkin with bare hands. Protect them from
bacterial contamination by serving them in wrappers or in their respective dispenser.
9. When serving additional cutlery or napkin, place them in a small plate to avoid direct contact
with the hand.
10.The thumb should be kept away from the plate to avoid touching the sauce, meat or
dish.
11.When setting up cutleries and glasses avoid leaving finger marks on them by carrying them
in trays or by placing them inside a cloth napkin.
12.Never serve food and cutleries that have fallen on the floor.

❖ OCCUPATIONAL HEALTH AND SAFETY (OSH) LAW

In view of the passage of Republic Act No. 11058 entitled "An Act Strengthening
Compliance with Occupational Safety and Health Standards and Providing Penalties
for Violations thereof" was signed into law by President Rodrigo Roa Duterte on 17
August 2018, while the IRR was approved and signed by Secretary Silvestre H. Bello III
on 06 December 2018

Cleaning and storage Crockery

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Cleaning and sanitizing are procedures in any food service operation that require time, energy,
chemicals. Proper and thorough cleaning and sanitizing in a food service results in a maximum
protection of employees and customers.

Cleaning
1. Most chinaware is washed in the dishwashing machine.
2. Care must be taken with expensive or larger items which may need washing by hand.
3. All chinaware must be rinsed at 77 degrees Celsius either in the washing machine or by hand.

Storage
1. Crockery is stored on shelving in the kitchen.
2. Excess crockery is placed in storage ready for use when needed.
3. Cups and saucers are usually placed on top of the espresso machine;
4. Some side plates are kept in the sideboard ready for service.
5. Do not use any crockery that is cracked or chipped.

Cleaning

1. Glasses are washed separately using a non-oil based detergent.

2. Rinse at 77° Celsius and polish all glasses except beer glasses. Hand wash crystal glasses and
do not polish the glass by holding the stem.
3. Glassware that needs to be polished should be handled properly. Get a clean cloth, place on
the left hand, hold the stem on your left hand then polish the glass with your right hand in
circular motion (this will be demonstrated by your trainer).
Storage
Store inverted on plastic racks or shelves usually in the bar or dispense bar.

The term dishwashing refers to cleaning eating and cooking utensils, in addition to dishes.
Dishwashing requires an implement for the washer to use, unless done using an automated
dishwasher. Commonly used implements include:
1. sponges,
2. scourers,
3. cloths,
4. brushes or even steel wool when tackling particularly intransigent stuck-on food particles.
5. Dishwashing detergent (aka "washing up liquid") is also generally used. But in principle all
that is required is water.
6. Rubber gloves may be worn when washing dishes in hot water.

There are two basic guiding principles.

Principle one is "Clean Before Dirty" (CBD),
Principle two is "Small Before Large" (SBL).
• CBD means you wash the cleanest -- e.g. the least dirty dishes -- before the dirtiest ones. For
example: always do the glassware first while the water is clean. That way you will not get greasy
smears on the glasses.
• SBL is aimed at making stacking easier. Place all the small items underneath and the large
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items stacked on top. Place everything upside down to aid draining.

Use water that is as hot as you can stand; it makes cleaning easier and draining quicker.
Dishes with baked-on stains should be pre-soaked if possible.

Principles of Sanitizing
1. Heat Sanitizing- this is exposing the surfaces to a high heat long enough to kill
microorganisms..The minimum temperature range is 162˚F to 165˚ F.
2. Chemical Sanitizing- this is sanitizing through the use of chemicals.
Chemical sanitizing has two ways:
a. Immersing
b. Rising, swabbing or spraying

Guidelines For Good Personal Hygiene

• Wash hands properly, frequently and at appropriate times.
• Keep fingernails trimmed, filed and maintained
• Keep and hair body cleaned; bath daily
• Wash hands before putting on single –use gloves and change gloves frequently
• Avoid bare hands contact with ready to eat food.
• Maintained good health.

Guidelines in Food Handling

 Hygiene and receiving start in the receiving area
 There would be a separate storage for each of the delivered items and separate stores for
different products,
 Follow the First –In First –Out method
 Have enough and adequate cooking time temperature.
 Correct holding temperature(hot and cold foods)
 Observe personal Hygiene
 Know the characteristics of a Food –safe Facility
 Maintained work area clean

CLASSIFICATION OF FOOD AND BEVERAGE

The food service industry has two categories:

 COMMERCIAL ESTABLISHMENT- These are business that are created to maximize earning of
profits through the sales of food items and beverages.
 INSTITUTIONAL ESTABLISHMENT- This provides volume food and beverage service institutions
such as factories, school, military, airline, etc.

THE MEAL EXPERIENCE

The main goal of food and beverage operation is to achieve customer satisfaction and ultimately to
meet customer’s needs. These needs may be:
 Physiological: the need of special food items
 Economic: the need for good value for the price paid
 Social: a friendly atmosphere
 Psychological: the need for enhancement of self ‐esteem
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 Convenience : the desire for someone else to do the work

CLASSIFICATION OF RESTAURANTS
 Quick Service- also known as fast-food restaurants. They offer limited menus that are
prepared quickly.
 Mid-scale- they offer full meals at a medium price that customers nperceive as “ good
value” They can be of full service, buffets or limited service with customers ordering at the
counter and having their food brought to them or self service.
 Upscale- offer high quality cuisine at a high end price. They offer full service and have a
high quality of ambience.

TYPES OF MENU

 STATIC MENU- is commonly found in fast food chains, restaurants and diners. The menu
rarely changes once it has been developed and finalized they are usually printed on walls or
laminated for easy cleaning and re-use. The menus are normally divided into categories such
as appetizers, salads, soups, entrees, desserts and beverages.
 CYCLE MENU- a cycle menu is a series of dishes planneed for a particular period of
time;like six weeks for instance. The menu is repeated at the end of the cycle.
 MARKET MENU- a market menu is based on product availability during a specific period.
Dishes offered using ingredients that are readily available depending on its seasonality.
 HYBRID MENU- a hybrid menu is a combination of both static and cycle menu or a
market menu with special offers.
 TABLE D’HOTE – a menu offers several courses, usually with a number of choices and
served with fixed price.
 A LA CARTE- Each item on the menu is priced and served individually. A customer may
order a meat dish, a pasta and siding separately and pays for them separately as well.
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L.O 1 PREPARE DINING OR RESTAURANT AREA

FOR SERVICE
TAKING TABLE RESERVATIONS
I. Decision on whether to acceptable Reservations
Each restaurant has to decide whether it will accept reservations or rely on walk-in to fill up its
tables. A reservation is a promise for table in a restaurant. Walk-ins
are guests who patronize the restaurant without making the reservation, in effect, they
walk in the door expecting to obtain a table. Many restaurants will not take reservations. Instead,
guests are seated on a first come first serve basis. One of the most important considerations in not
accepting reservations is the location of the restaurant. A restaurant that is located where there is a
large population, or busy tourist area. A second negative factor would be absence of other restaurants
of the same quality in general area.
Reservations should always be accepted on holidays. Easter and Father’ day are
special for families. The families want to be assured that they can arrive at a
restaurant, enjoy themselves, pay the bill, and leave in a definite period of time.

II. Accepting Reservations

Once the decision is to accept reservations, the reservation needs to create a
policy to deal with reserving tables for the guests. Some establishments only reserve a
certain percentage of tables.
A reservation is a promise for a table in a restaurant. The promise works in two
ways. The restaurant promises to have a table available for the guest for a certain time
period. The guest promises to show up for the reservation.

The benefits for the guests:

1. The table is available when requested.
2. The restaurant can be informed of special requests and have them available when
guest arrive.
3. The learns the guest names.

The benefits for the restaurant:

1. The restaurant knows how many guests to expect; forecasting and scheduling are
easier.
2. The menu and service staff can be planned exactly.
3. A mailing list can be developed for future promotion.

The disadvantages for the guests:

1.If restaurants do not know to take and plan them correctly, reservations may not be
honored at the stated time.
2. Some restaurants reserve more parties than have table available. This practice is
called Overbooking. The restaurant does this to avoid losing revenue in case guests
who reservation do not show up.
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The disadvantages for the restaurant:

1. When guests do not show up (called no show), revenue from that reserved table is lost.
2. When guest arrived late, the reservation plan may put in disarray.

Taking table reservations are a benefit to the guest and the restaurant only if both know their
responsibilities concerning reservations. Training the host in the proper way to take table reservations
is important. When guests make a reservation, it is essential part of the host ‘s job to explain to the
caller their responsibilities.

III. Taking the reservation

Practically all reservations are taken via telephone/mobile phone or in person. The people
taking the reservation have to be trained properly so they will obtain all important information from
the guests and explain to them the policies of the restaurant.
The person answering the telephone must be competent in taking table reservation, but also
must have excellent telephone courtesy. This is the guest’s first contact with the restaurant. To ensure
this, management may check their reservation procedures by conducting mystery calls to determine
the telephone courtesy and competency of the host.

How to take table reservation

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:

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

IV. Possible questions of customers when taking table reservations

• What kind of cuisine do you offer? (French, Italian, Chinese, Thai, Filipino, etc.)
• What of style of menu do you offer? (Ala 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 or dinner or snack?
• Do you accommodate children?
• Do you cater to person with disability?
• Can we bring in pets? What accommodations can you provide for pets?
• Are all rooms air-conditioned?
• Do you have parking facilities?
• Do you cater for specific functions?
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• Do you have non- smoking area?

• How do you get there? What is the nearest landmark?
V. Tips in answering telephone/mobile phone while taking a reservation:
1. Always answer the phone immediately.
2.The reservation book should always be ready at hand.
3.State the name of the establishment clearly.
4.Greet the caller courteously by saying for example, “Good morning! thank you for
calling (name of the restaurant)! May I help you? May I have your name please?”
5. Answer the questions clearly and politely. If you do not know the answer, find someone to help you
and ask if they are willing to wait for a few minutes. You may ask the contact details so you can call
them back or request them to call you back.
6. Politely decline if the time requested for reservation is already filled. Suggest possible time and
other options to accommodate the reservation

BASIC TYPES OF TABLEWARES

• DINNERWARES
• GLASSWARES
Different types of food and beverage services today are used in many restaurants, hotels, and
catering service. Most of the type of Service are originated in the private home practices. Today, the
standard set-up of a dining room, function room, and catering service vary depending on the types of
tableware and equipment used, types of service and requirement of customer.
All service stocks, supplies and equipment needed in service should be properly place in a
service station.

Standard Service Equipment and Supplies

Quality service requires the use of appropriate serving equipment and utensils. Every dining personnel
must be familiar with the various equipment and supplies for dining service. They should also be
trained on the appropriate use of this equipment to prevent breakages and damages.
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L.O 2 PREPARE AND SET TABLES

BASIC TYPES OF TABLEWARES
 Dinnerware / Chinaware
 Place Plate- this is known as service or show plate which functions as a decorative underline in
formal sit-down dinner ranges 10” to 12”m diameter and may be made of wood, metal or wicker
basket.
 Dinner plate – this is considered to be the largest plate on the table about 10” in diameter which is
used for main dishes.
 Luncheon or breakfast plate – a 9” in diameter, plate used for every dining that is suggested even
heavy snack.
 Salad plate. This is flat and about 7” to 8” in diameter usually simply decorated. It can be used for
appetizer, dessert and even as fish plate; can also be used as fruit plate.
 Bread and butter plate. It is a smaller version of the dinner plate about 4” to 6” in diameter and this
is used for bread and butter for breakfast and dinners.

PROPER HANDLING OF DINNERWARES

1. Cups are handled at the handle.
2. Plates are handled palm in with your thumbs at the edge.

PROPER DISHWASHING
1. Never use steel wool for washing, always scrape with rubber spatula.
2. Wash with warm water, rinse detergent with running water.
3. Wipe at once with a flannel. Arrange according to sizes and shapes.

❖ BEVERAGEWARE OR GLASSWARE
Take note: Beverage ware differs in shapes and sizes according to their usage.
❖ Classification According to Design
1. Pressed glass – used for plates.
2. Cut glass – example, punch bowl with design
3. Crystal – steamed glasses (wine)
❖ Pressed Hallow glass
1. Plates, cups and saucers, bowl
2. Tumblers, straight glasses
3. Stemmed glass – wine glasses
 Water goblet. It is the largest stem ware used at the table, generally holds 12 ounces.
 Standard wine glasses. It holds 8 ounces and it suitable for any wine except champagne, sherry
or port.
 Balloon glass. Is a 18 ounces glass maybe used for red wine
 Bordeaux glass. A taller and narrow than a standard wine glass for Bordeaux and similar full-
bodied wine.
 19

 Champagne glass. It is served either in a wide-mouth, solid stemmed glass, in adelicate flute or
in a tulip-shaped glass.
 Sherry glass. It may be served in a 6- ounce rounded or V-shaped glass,
distinguished from other glasses by its small size

❖ BAR GLASSWARE
 Cocktail glass. Every cocktail can be served in the same 4 -ounce glass called
old fashioned glass or the straight-side cocktail glass, the standard cocktail glass, which hold about 8
ounces.
 Beer mug glass. While beer mugs are used in serving beer, the cocktail glass,
pilsner glass and a tall, sort-stemmed glass is suggested for after dinner.
 Liqueur glass. Used for liqueur and brandies
 Snifter. A distinctive snifter is the proper glass for brandies
 Punch glass. While punch maybe served in juice glasses.

❖ PROPER HANDLING OF GLASSES

1. Glasses, tumblers are handled at the base.
2. Stemmed glasses – are handled at the stem

• PROPER WASHING OF GLASSES

1. When it is greasy, wash with warm water.
2. If not, wash with running water.
3. Use detergent to remove the dirt and odor.
4. Let it dry and wipe at once with flannel.

• PROPER STORAGE
1. Don’t file on top of each other.
2. Place it in a row.

TABLE SET UP- A pre-set up of tables before the service begins, varies depending on
the type of service and the requirement of customers.

RULES DURING A PRE-SET-UP

▪ Check the condition and cleanliness of all tables and chairs.
▪ Check the cleanliness and condition of service equipment before they are set up
▪ Set up the placemats
▪ Collect all silverwares to be set up on the tables.
▪ Laydown the silverwares on the cover.
▪ Set-up the folded napkins.
▪ Set-up the water goblet.
▪ Set-up the condiments.
 20

▪ Set-up the bread plate.

STANDARD FOR TABLE LAYOUT AND SET UP

1. Completeness – all needed utensils should be set up on table prior to serving orders
2. Cleanliness and condition of equipment – all pre-set equipment must be immaculately clean; no wobbly
tables and chairs; no chipped or stained glasses; no damaged, broken or distorted cutleries; linen is fresh and
clean; placemats are clean without foil odor
3. Balance and uniformity – even spacing between chairs and covers; even spacing of cutleries from the edge
of the table and in between
4. Order – all service equipment is placed on the appropriate side of the cover.
5. Eye Appeal – whole set up should look presentable; presidential table and buffets tables are skirted for
banquet settings; appropriate color combination is used, no eye sore is seen in the dining area; appropriate
centerpiece and other decors are provided for.
6. Timeliness – Set-up is completed on time at least 30 minutes prior to the start of operations or banquets
function.

TABLE SETTING
Refers to the way a table is set with tableware for serving and eating. The arrangement for single diner
is called place setting. The arrangement varies across cultures. The rules for table are not rigid. They are
followed to facilitate dining and making the table neat.

Principles of Preparing Covers

•Each table cover needs space of 24 to 30 inches wide.
•Crockery and cutlery must be placed 2 inches away from the edge of the table.
•Knives are placed on the right of the dinner plate whereas forks are placed on the left.
•Butter knife is placed on the side plate.
•The cutting edge of the knives must be towards the plate.
•Table napkin must be neatly folded and placed on the side plate

TABLE NAPKIN FOLDING

There are large varieties of napkins available in different colors and materials. Paper napkins are used
majorly for informal dining whereas for formal dining, linen napkins are preferred.

FAN FOLD
Step 1: Fold a large square napkin in half to create a rectangle.
Starting at the short end, fold the napkin into one-inch accordion pleats, stopping about four inches
from the opposite end. Make sure the fold of the last pleat is at the bottom edge and all the pleats are
underneath.
Step 2: Fold the napkin in half lengthwise so half of the pleats are now on top.
Step 3: Fold the upper left corner down and tuck it behind the center pleat, forming a triangle.
Step 4: Release and let the pleats fan out. Adjust the folds and back triangle as needed so the fan
stands upright.

NAPKIN BOUQUET

Step 1: Layer one napkin on top of the other so that each corner is offset a bit.
 21

Step 2: Grab the napkin in the center and pull up.

Step 3:With the edges pointing up, place napkins in a glass and fluff.

PLACE CARD HOLDER FOLD

Step 1: Fold a square napkin into quarters to make a square.

Step 2: Place on a flat surface with the open corners facing you. Fold up each open corner one at a
time, placing each corner about one inch from the previous one.
Step 3: Fold up the bottom edge about an inch to make a fold to hold the place card.
Step 4: Turn the napkin over and fold into thirds, tucking one corner under the other to hold.
Step 5: Turn the napkin over and put the place card inside the bottom fold. You can also use this spot
to tuck in a menu or note.

CUTLERY WRAPS

Step 1: Place a set of cutlery diagonally on the napkin, leaving about a third of the napkin showing at
the bottom. Fold the bottom corner over the cutlery.
Step 2: Fold the left side of the napkin over the cutlery. Then fold the other side over and tuck the
edge under.
Step 3: Securely tie the bundle about halfway down with ribbon or twine.

DIAGONAL FOLD

Step 1: Fold a napkin into quarters form a square with the open corners facing you.
Step 2: Pick up the top open corner and make 1-1/2 inch folds until you reach the center of the napkin.
Step 3: Take the next layer and repeat, stopping at the fold you just made.
Step 4: After making these folds, very carefully flip over the napkin and square it up to you on your
worktop.
Step 5: Then fold the napkin into thirds with the folds forming a diagonal on the front. You can leave
the fold as is or slip cutlery into the folds.

COVER
- arrangement of a place setting for one person; dinner plate is generally in the middle of the cover. Allow 20-24
inches of space for each cover and 60cmx38cm for normal setting.
Setting the table influences:
• appearance of the food served
• sets the tone/feeling of the meal
• makes people feel important

There are three components of a place setting:

1. Dinnerware — plates, cups, bowls, saucers, platters and other serving pieces
2. Flatware — butter, dinner and steak/Fish knives; salad/dessert, dinner forks; soup, dessert and teaspoons
3. Glassware — water goblet, milk and wine glasses, and sherbet glass

RULES FOR PLACEMENT SETTING OF TABLEWARE

▪ Rules in proper dinnerware placement:

1. Allow 20-24” for each place setting with the plate in the middle.
 22

2. The rule of thumb: the plate should be 1” from the table edge (use thumb).
3. Bread/butter plate—top left, above the salad plate.
4. Salad plate—lower left, above the napkin.
5. Soup bowl—on plate or separate.
6. Cup/saucer—separate or glassware.

▪ There are differences in flatware:

1. Soup spoon—larger than teaspoon
2. Salad/dessert fork—smaller than dinner fork
3. Butter knife—shape and size smaller than dinner knife

▪ Rules in proper flatware placement:

1. Also, a rule of thumb—place items 1 to 1 1/2” from the table edge so that handles are lined up and the
utensils are even with the plate.
2. Forks—to the left of the plate; dessert fork is sometimes placed above the center of the plate
3. Knives, spoons—to the right of the plate; dessert spoon is sometimes placed above the center of the plate
4. Arrange flatware in order of use, from outside toward plate — (salad fork at the left of the dinner fork if
the salad is the first course, otherwise, to the right of the dinner fork if the salad is served with dinner)
5. Forks—tines up;
6. Knives—sharp cutting edge toward plate; Spoons—bowls up; Butter knife—on bread/butter plate

▪ Rules of glassware placement:

1. Water goblet at the tip of the knife blade.
2. Other beverage glasses at right of goblet and slightly forward in a diagonal.
NOTE: cup and saucer—lower right.
3. If glassware contents are cold, serve with saucer to catch moisture condensation.

▪ Placement of the napkin:

1. Left of the forks
2. Center of the dinner plate or cover
3. In the water goblet
*The napkin is placed so that when it is removed, it will not disturb any of the flatware!

Different types of Table setting:

FRENCH SERVICE
It differs from other services because all food is served from a gueridon. The gueridon should
be the same height as the dining table.
The food is partially prepared by the Chef in the kitchen and finished by the Captain waiter in view
of guest. Food is brought into the dining room on attractive silver platters by the waiter and put on the
gueridon. The Captain waiter will take over: First, he presents the platter to the guest to advise and
approve. Next he will arrange the food on the plate with proper garnish. In French service, everything
is served from the right with the exception of butter and bread, and the other extra dishes which should
be placed at the left side of the guest.

RUSSSIAN SERVICE
It was originated in Russia making its first appearance in European continent during year of
Napoleon.
 23

The table arrangement in this service is identical to French service but the service itself differs. The
food is fully prepared and pre-cut in the kitchen and neatly arrange on silver platters by the Chef.
These platters are brought into dining room by the waiter and serves the guest on a pass around basis.
Before the food is served, it is nice gesture to present the food in the silver platter to the host or to the
guest. This gives the opportunity to see what the Chef has arranged for them and mostly the beautiful
arrangement of the food.
When serving, the waiter holds the platter with his left hand and serves the guest at his/her left
side using your right hand with the help of serving fork and spoon or soup ladle.

General rules:
1.Serve all foods from the right except bread/butter and other food that should be served at the left side
of the guest.
2.Serve beverage from the right side of the guest.
3.Remove dirty dishes from the right side of the guest except the bread plate, fork and other utensils at
the left side of the guest.

BUFFET SERVICE
Buffet service is also known as the Smorgasboard. In this kind of service foods are attractively
displayed in a round or rectangular plate. For seasonal and festive occasions, it can be elaborately
decorate with lights, butter carving and ice carving

Setting Table for Formal Dining

This type of table setup 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.
This table setup looks as follows −

COMMON TYPES OF TABLE SETTING

▪ Basic Setting or Breakfast Set up
A simple type of table setting appropriate for all types of restaurants and casual
events. Commonly seen used in diners and family restaurants along with a placemat or a coffee cup. a
basic table setting makes guests feel welcome and ensures they have the utensils they need
▪ Set-up the cups and saucers.
 24

▪ Casual/Informal Setting or Lunch Setup

This set up has fewer utensils and crockery that
will appear on the table. Setting is dictated by
theprincipal or manager and will be adjusted
depending on the type of meal being served. Used in
high street restaurant and private, informal settings
within the household

▪ Formal Setting or Dinner Set up

A silver service setting based on the informal
setting but extended a developed. It is used for
multiple courses both in private homes and
restaurants.

▪ American Setting or “Plated Service” Setting

is considered as the most widely applied service especially in the US. The service nature can be simple and
complex. American service is also termed as plated service

▪ French Setting or “Gueridon Service” Setting

is also termed as cart service. The Service procedure of French service has been significantly modified
and simplified according to the grade of the hotel or restaurant. Basically, French service is a formal
type of service which was first started to serve Europeans.
 25

▪ Russian Setting or “Silver Platter” Service

is also referred as platter service since
foods are positioned in well decorated
silver platters. Though this type of service
is gradually reducing its popularity,
people still prefer this kind of service in
case of great functions and state banquets

Table Skirting: to dress the table

artistically using table cloth with pins.

Linens: it include table coverings and

napkin of all types,regardless of fabrics.

Types of linens:
A. Table cloth
B. Silent cloth
C. Runners
D. Placemat
E. Top cloth
F. Dinner napkin
G. Luncheon /breakfast napkin
H. Tea napkin
I. Cocktail napkin

Food Presentation
Presentation of a food or beverage is equally
important as its recipe as the other senses are
stimulated through sight and aroma. A well-prepared
 26

dish is complete only when it is presented with beautiful garnish in an appropriate food container or
platter. The serving staff must follow the basic guidelines for food presentation −
•It must be presented at the required temperature.
•It must be presented according to the serving size.
•It must be presented in appropriate hollowware of suitable size.
•It is also recommended to serve food with the right garnish that adds to the catchiness of the dish. The
garnish in contrast color is quite appealing.
•The garnish or accompaniment should not overshadow the main food.
The cook needs to be creative at presenting the dish so well that the final result comes out as a treat for
not only the taste buds but also for the eyes.

Beverage Presentation
Beverage presentation gains a lot of
importance in today’s world.
Beverages taste good if they are
presented at the temperature at which
they are meant to have. Right from
selecting the appropriate service
glassware, creating various pleasant
color schemes of the ingredients, and
serving the beverage with creative
ideas pays.

L.O 3 WELCOME CUSTOMERS

SERVING OF FOOD ACCORDING TO SEQUENCE

I. FIRST APPROACH
1. Greet guests with a smile within 1 minute of table being seated.
a. "Good afternoon/evening, "Hello", How are you?'
b. Place a table napkin on the table as a sign that someone has greeted them and is attending to their needs
2. Suggest a specific beverage/s.
a. Specialty drinks (ice tea), featured wines by the glass.
b. If there are no specials, recommend and describe 1 or 2 items from the menu.
c. If the kitchen is out of anything, inform guests.

SECOND APPROACH
1. Serve beverages from the right side, with the right hand.
a. If it is not possible to serve from the right, serve in whatever manner is least disruptive to guest.
b. Using positions numbers, ladies are served first.
c. Use cocktail napkins

2. After serving beverages, offer to take food order.

a. Ladies first.
b. Use position numbers.
 27

c. Use suggestive selling techniques for first courses and side orders. Direct guest's attention to wine list or
offer a specific bottle of wine.
3. Bread and butter service. (After Order before Appetizer)

THIRD APPROACH
1. Appetizers are served within 2-4 minutes from time ordered.
a. Using position numbers, ladies are served first.
b. Food is served from the left side with the left hand, or in whatever manner is least disruptive to guest.
2. Immediately after appetizers are served, check for additional cocktails and water refills, and cap ashtrays.

FOURTH APPROACH
1. Clear appetizers after all guests have finished.
a. Remove from the right, with right hand, or in whatever manner is least disruptive to guest,
b. Remove and replace used silverware.

FIFTH APPROACH
1. Entrees are served within 8-10 minutes from time ordered.
a. Using position numbers, ladies are served first.
b. Food is served from the left side with the left hand, or in whatever manner is least disruptive to guest
2. After entrees are served, offer additional beverages or bottle of wine and water refills

SIXTH APPROACH
2 minutes or 2 bites after the food has been served, approach the table and check for water refills and
additional beverages, pour additional wine from bottle if it was ordered, and cap ashtrays.

SEVENTH APPROACH
1. Clear entrees after all guests have finished.
a. Remove from the right, with the right hand, or in whatever manner is least disruptive to guest.
b. Crumb the table and remove and replace used silverware.
2. Suggest specialty coffee and dessert.
Recommend an after-dinner drink (at dinner), present dessert menu to guests, and recommend and describe 1
dessert along with specialty coffee

EIGHTH APPROACH
1. Beverages are served within 3-4 minutes from time ordered.
a. Served from the right side with right hand, or in whatever manner is least disruptive to guest.
b. Using positions numbers, ladies are served first.
2. Desserts are served within 4-5 minutes from time ordered.
a. Served from the left side with left hand, or in whatever manner is least disruptive to guest.
b. Using position numbers, ladies are served first.
c. Served with appropriate silverware.

NINTH APPROACH
1. Check presentation
The Check should remain in front of every guest the entire time they are with us. Update and change it
out whenever they order something.

TENTH APPROACH
Payment process: once payment has been made, it should be picked up and processed promptly, and
the change or charge voucher returned promptly to the guest.
• Specialized service (or service in situ): the food and drink is taken to where the customer is. This
includes tray service in hospitals or aircraft, trolley service, home delivery, lounge and room service.
 28

LO. 4 TAKE AND PROCESS FOOD ORDERS

II. TAKING FOOD ORDER.
1. With pen, menu and order slip. Approach the table and stand at the right side of the host.
Stand erect. Look at each guest, smile and greet each one (mention name if known).
Address them with sir mam if name is not known. A pleasant greeting with a warm smile
gives an impression of graciousness and warm hospitality. Present the menu. Present it with
the cover facing the customer if the menu is a book type with everal pages. If not, present it
open. If the guest is taking time to review the menu, say “I may I take your order now?”
* Take the order beginning with the ladies, then the gentlemen lastly the host
* If there is an honoree, take his/her order first.
• Write all order slip in triplicate. One copy goes to kitchen, another for the cashier,
and the last copy is for the waiter.
* Do not forget to write the date, table number, dishes ordered together with the
quantity and the manner of desired preparation. The name of waiter/server must also
be indicated. Use a standard abbreviation that can be understood by both the waiter
and the cook. Bring one copy of the order slip to the kitchen. If computerized point of
sales (POS) is used, the order is simply entered in a portable POS or a terminal
connected to the cashier and the kitchen.
• Take effort to sell a complete meal. Suggest appetizers soups and salads to
compliment the main dish, offer variety of items, suggest wines that will best
complement the meal. To increase sales, waiters must always resort to suggestive
selling when taking orders. Make suggestions that are suited to the age, taste, and
preferences of the customers.
If the order is out of stock, suggest appropriate alternatives or substitute. Tell the
guest outright when his order is not available. Say, “Im sorry Sir/Ma’am but you
might want to try ___________” (mention the appropriate alternative)
• If applicable, ask the guest how he wants his dish prepared. Say, “How would you
like the steak done? Rare, medium, or well done?” If an egg is ordered, ask “How
would you like the eggs done Sir?”
There might be some other choices worth mentioning like” What dressing would
you like to go with your salad-thousand island, vinaigrette dressing, etc?” “What dish
would you like for your Filipino breakfast – beef tapa, boneless bangus, (milkfish)”
• Be able to identify the diners who order each item. This can be done by the color of
the dress or by using a coding method as follows: (see picture)
This coding helps in preventing the embarrassing situation whereby a wrong order
is served to the customer. To prevent misunderstanding, repeat the order to the
customer. As you repeat, mention the number of orders and the manner of
preparation.
• Place the order to the kitchen or order station to the terminal. If the order is manually
written, give one copy of the order slip to the food checker and another one for the
cashier for billing purposes. The last copy is for the waiter.
2. Offering wines,
After the guests has ordered his entrée’ offer wines that would best complement
his/her selection. If the guests are eating a combination of fish for an appetizer and
meal or steak for a main dish, suggest both a white wine for the fish, and red wine
to compliment the main dish. Make sure to pronounce the name of the wine correctly
and to describe it. “How would you like a glass of Chablis to complement your
 29

smoked salmon Madame? May I bring you a glass of red wine to complement your
steak?’
3. Taking and placing food orders
Orders can be taken in various forms, depending on how many guests there are at
the table, and the procedures of the establishment. Some establishments have
reprinted forms that simply have to be ticked. Often, the waiter will have to use a
blank docket.

ORDER TAKING and SERVING DESSERTS & AFTER DINNER DRINKS

Step 1: Taking an order for a dessert
Would you like to see the dessert menu, (sir)? We have some excellent desserts.
Would you care for one of our special signature desserts?
Can I tempt you to a delicious dessert? Mr. Bruce.
May I suggest the (Mango Souffle)?
I would recommend our chef's special Eggless Chocolate Mousse.

Step 2: Taking an order for coffee, tea and liqueurs

May I bring you some tea or coffee?
Would you care for some tea or coffee?
Would you like to have some Mint Tea / Green Tea?
Mr. Wilson, we have Full fat, low fat and skim milk and one dairy substitute are available for coffee.
We have Coffee (regular and decaffeinated) is freshly brewed and served with cream and milk selections.
Varieties of regular, herbal and decaffeinated teas are available. A minimum variety of four teas is available.
Sugar and (2) sugar substitutes - Splenda (requirement in NAD) and aspartame or saccharine - are placed on the
table prior to coffee and tea service.
Step 3: Offering a refill
Would you care for some more?
May I offer you some more tea / coffee?
Mr. David, Would you like me to top up your coffee?
May I bring you another (cup / pot) of (coffee / tea)?

Step 4: Announcing last order

Important Note: Always show that you care while announcing last order, be very
polite so that the guest do not feel that they are no longer welcome.
Excuse me, (sir), but.. we take our last orders at ( 2300hrs).
The (Restaurant / Bar) is closing in (5 minutes), Would you like order anything else?
By the Way Ms. Sandy no hurry. Please take your time to finish your (meal / drinks).

L.O 5 SERVE AND CLEAR FOOD AND DRINKS

GENERAL RULES FOR SERVICE
 serve all food from the left side of the guest, except when special circumstances (a wall,
pillar) make this inconvenient for the guest.
 serve all beverages from the guest´s right side. Fill water glasses two-thirds full.
clear from the right. This is the practice.
 serve everyone in the party the same course at the same time
 fill water and beverage glasses, replace cutlery, clear away side dishes, bring bread -
before being asked.
 serve drinks before food - many customers enjoy a drink while waiting for the meal and with their meal.
The wine for a particular course should be served immediately before or after the food
 30

 collect the items on plates when needed - too soon and hot food becomes cold while cold food gets warm.
It is a hygiene risk to have food waiting at the wrong temperature
 collect plates before or with the food - otherwise the food has to wait around?
 pick up dropped items as soon as you can - but avoid unnecessary interruption in the service. Do not
leave cutlery retrieved from the floor in a place where they might be mistaken for clean items.
 Clear as quietly as possible. Handle the cutlery gently but firmly. Do not bang plates
when scraping or piling them even if there are no customers in the room.

Waiter’s pad – a small plain jotter pad used by the

waiter to accommodate the orders
of all guests at each table. It indicates position of the guest at the table by
numbering them down the page, starting with the guest seated next to the host,
moving around the table. The host is the last person to order.
Electronic billing machine – used in some establishments where the waiter, rather
than the cashier prepares the bill.

CUSTOMER SKILLS WHEN TAKING ORDERS

 If the customer is not ready to order, offer to return to the table
 Face the customers as they make their choices. Look at them when they speak
 Be patient if customers are indecisive or change their minds. Offer some suggestions
or try to gently guide them to a decision.
 Do not promise what cannot delivered
 Repeat the order to check you have each detail correct
most valuable tools are knowledge of products and ability to adapt it to your guests’ needs.

ORDER OF SERVICE
 When a man and a woman are eating together, the lady is served first.
 When two couples are eating together, the lady on the host´s right is served first, then the other lady,
other gentleman, and the host.
 When more than six persons are eating together, the person on the host´s right is served first and then
the quests are served counterclockwise. Alternatively, the lady on the host`s right is served first then the
lady on his left, then all the other guests, continuing around to the right regardless of sex.
 31

 In other situations, the old are served before the young, ladies before gentlemen, and children after
ladies.

The “Decoy” system: This is a system of stacking like plates with like plates. This will create
a more organized and efficient dish area. ... When the dishes come out of the dish machine let them air
dry and cool, then place them on a drying shelf or designated rack for service.

Suggestive Selling
A sales technique where the employee asks the customer if they would like to include
an additional purchase or recommends a product which might suit the client.
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 guests in
deciding.

Illustration of suggestive selling:

Edvic is a trained and a prompt server. He has that ability to provide excellent
customer service. Once, he had a foreign customer who only ordered beer, and had 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.
Example of a suggestive selling:
“I can recommend today’s special ___.” “Allow me to recommend ____.” “You will certainly like it.
It is delicious.” “Have you tried our _____? It is juicy and delicious.

Suggestive selling tips

• Do not interrupt the dining guest while they are ordering
• Feel free to suggest things at the proper time
• Understand the guest’s needs
• Avoid using words describing negativity
• Use descriptive words to describe the dish
• Repeat your suggestion to the other guests
• Always be price sensitive

Upselling Strategies
is a sales technique permitting to increase revenues with the same number of covers, therefore
increasing a restaurant’s guest check average. Restaurant servers, cashiers, and kitchen staff who have contact
with the customers should know, appropriate and actual ways to upsell menu items. To become effective, they
must be trained and practiced for this sales technique. These methods for
upselling will help increase sales and tip money.
How to upsell
• Offer multiple suggestions
• Use embellished description
• Wine pairing
• Dessert items
Basic examples of Up-Selling
“When you order a burger, you will often be asked” do you want fries with that?”

How do you express yourself?

• Someone only orders a roasted chicken as a main course only, you can say:
 32

“Would you care for a light crispy spinach salad to start?”

• “What kind of margaritas do you have? We have lime flavored margaritas, or with tamarind, strawberry, but I
would suggest you our lime Premium margarita which is our most popular margarita made with a superior
tequila.
• “Can I recommend you a sweet wine that would perfectly match with your carrot cake”
Other ways to express yourself:
Recommend: "I think you should also get ..."
Suggest: "You might also want to add ..."
Consult: "I have personal experience with this, and I urge you to ..."
Question: "Have you thought about? ..." "Have you ever tried? ..." "Do you know about? ..."
Ask: “Would you care for? ..." "Would you like? ..."
Successful suggestive/up-selling Techniques
Direct all communication to the host and pay attention to cues. This means that if the host frowns when you
initiate suggestive selling towards him/her, stop suggestive selling immediately and simply present the menus.
• If you are asked to describe a particular item by a guest, certainly provide an accurate description, but do not
blather ad infinitum, with superlatives.
• After you have engaged the host comfortably, and it is not disruptive to your presentation, quietly suggest one
or two appropriate wines (within an expected agreeable price range) to the host and then allow him/her to make
the table’s selection.
• Before reciting desserts, ask the host discreetly if he is interested in your “special desserts”. His body language
will reveal plenty.
• Up-selling can be a win-win for everyone.
• Try to offer items that may not be on the menu and also guide your guests through the dining experience so
that they can fully enjoy your wonderful restaurant.
• You have to put the needs of your customer first, the money follows!
Professionalism in up-selling
• Know all your menu items (taste, preparation, presentation)
• Know the product name
• Know the value of your product
• Know the selling price
• Know at least 2 options when up-selling (choose items you usually like)

Menu Description
A well-designed restaurant menu with good restaurant menu descriptions can upsell
the dishes itself and influence your customers to order more.
1. Talk about the Appearance, Texture, and Taste of the Dish

2. Emphasize the Fine Quality of the Exotic (Read Expensive) Ingredients Used
Tomino - “Finest imported soft cheese gently melting over toasted bread with sautéed mushrooms and
Italian white truffle oil.”

3. Underline the Painstakingly Taken Effort to Create the Dish

4. Lend a USP or Tell a Backstory About the Dish

5. Keep the Menu Descriptions Short and Easily to Understand

Words to Include in Your Restaurant Menu Descriptions

Words can be tempting. Words that have been known to set the salivary glands working have been carefully
placed in food descriptions in menus for ages. The following are the words most commonly used while writing
restaurant menu descriptions.
Vibrant, Tangy, Yummy, Zesty
Caramelized, Wood-oven roasted, Crispy, Buttered
 33

Leafy, Tender, Creamy, Elegant

Aromatic, Delicate, Drizzled, Encrusted
Succulent, Velvety, Home-made, Infused
Juicy, Kneaded, Local, Meticulously
Melt-in-your-mouth, Organic, Pan-seared, Quintessential
Slow-roasted, Seasonal, Time-tested, Unbeatable

Wine and Food Pairing Guide

Terms to Know
Acidity: Present in all grapes and play a role in the preservation of the wine. Wines
that have a sharper and more crisp taste will have higher levels of acidity.
Body: A term used to describe the flavor profile of a wine. For instance, a full bodied wine is one with
a powerful flavors and strong aftertaste.
Dry: Wine that normally consist of very little to no sugars.
Tannin: a chemical compound found in the skin, seeds, and stems of grapes. some are incorporated in
the aging of the wood barrels.
1. Red Wines and Red Meat. One of the most basic tips that is easy to remember and will help you
make quick recommendations. The reason that red wine pairs well with red meats, such as steak, is
because of its ability to soften the proteins in the meat and help enhances the flavors of the fat. The
softening of the meat occurs because of the tannin, a chemical compound found, found in red wine.
2. White Wine and Light Meat (Fish and Chicken). White wines pair well with fish because the
acids in the wine enhance the taste of the fish, making it taste fresher. Similar to how lemon is
squeezed over fish to enhance the taste, white wine can have the same impact because of its acidity.
3. If the same adjective can be used to describe the food and wine it is likely a pairing that will
work. For instance, sweet wines go great with sweet food. A great example is fruit based desserts or
tarts and sweet wines. There are a few exceptions and we discuss them in detail below.
4. Sometimes it can be tricky to pair wines with meats or fishes that have a heavy sauce. The best
way to approach a dish like this is to pair the wine with the sauce and not the meat. This allows for a
better experience because some sauces can have bad interactions with wine. For instance, you want to
avoid pairing bitter sauces with bitter taste because of the bitterness will build, creating an unfavorable
taste.

SERVING THE FOOD

Customers expect their food and drinks to be served in a certain order. Menus are built around
the accepted order of dishes, moving from the light and delicate to the more substantial. The dessert or
sweet course will be designed to finish the meal. But because customers` appetites will depend on
what they have eaten, the sweet order is not taken until the preceding course has been finished.

CLEARING DURING THE MEAL

 Customers do not want to feel hurried. Leave a slight pause after everyone at the table has finished the
course.
 Sometimes it is better to clear the plates as customers finish, for example. Remove a plate which has
been pushed aside or is being hit noisily by a child.
 Clear quietly yet efficiently. To take many plates at a time and stack them on the sideboard or carry
them out of the room, is the quietest method. Plates are normally removed with the right hand from the
right-hand side of the customer. Glasses, cups and saucers are also removed from the right.

CLEARING THE TABLE

1. To maintain the cleanliness of the table, soiled dishes should be immediately removed.
2. When everyone at the table has finished eating the dish served, removed all the soiled
 34

dishes, flat wares and condiments except the water glass and the coffee cups which
should be refilled and to be removed only when the guests have left the table. Water
glasses are to refill when empty or almost empty.
3. Brush the tables with a clean, moist side towel whenever necessary.
4. Take care not to spill the crumbs on the lap of the customer. Use small plate to catch
the crumbs.
5. When removing used dishes, make an excuse and ask permission from the guest.
Say “Excuse me sir, may I take your plate now?” or “May I clear the table now?”
6. As a general rule, bus soiled dishes from the right side of the guest. When bussing,
follow the standard procedure- the 3 S’s- SCRAPE, STACK & SEGREGATE.
• SCRAPE left over foods and place them in one container
• STACK together the equipment of the same kind and sizes
• SEGREGATE china wares from utensils and leftovers all cutleries in one container all china wares in one
container leftovers in one container
7. Remove largest plates first, followed by smaller ones so that they can be easily stacked.
Place large ones at the center of the tray.
8. Do not stack dishes too high. This can cause accident and create clatter.
9. Avoid overloading trays and bus pans.
10. Never bus across the guest. Stay on the right side of the guest unless it is difficult
to do so that one cannot help crossing. In such case, make an excuse and say; “Excuse me sir/ma’am”.
11. Never scrape leftovers in front or near the guest. Do it few steps away from the guest.
12. Use appropriate trays for bussing-bar tray for bar items glasses and bottles), rectangular or oval tray
for china wares.
13. Bus bottles and glasses separately from china wares.

L.O 6 CLOSE DOWN RESTAURANT OR DINING AREA

BIDDING GOODBYE AND THANKING THE GUESTS
1. Once the bill is paid give back the change if any, in a change tray as you say, "Your
change Sir/ Ma'am.”
2. Never wait for a tip nor suggest it. Neither should you touch the change tray and count any tip until
the guest has left the table.
3. When guests start to depart from their tables, be alert in bidding them goodbye and
thank them for their patronage. Invite them to come again. "Thank you, Sir / Ma’am, for dining with
us. We look forward to your next visit."
35
 36

L.O 1 TAKE AND PROCESS ROOM SERVICE

ORDERS
 
Room service or in-room dining is a hotel service enabling guests to choose items of food and drink
for delivery to their hotel room for consumption.
The provision of food and beverage service in a guest room or suite
Other names in- room dining or in suite dining.

Room Service Staff

Skills of the room service staff:

 Discretion
 Diplomacy
 Honesty
 Perception
 Ability to communicate
 Local knowledge
 Skills
 37

Types of room service available

 24 hour room service
 Breakfast only
 “Do it yourself” Breakfast
 Tea and Coffee making facilities
 Meal period service only
 A limited service, ordered through the Restaurant
 Mini Bar
Room service may also be provided for guests on cruise ships. Room service may be provided on a 24-
hour basis or limited to late night hours only.

Types of Room Service

There are three main types of traditional room service: centralized room service, decentralized
room service, and mobile room service

There are four primary groups who use in-room dining services:

· Business travelers
· International guests
· Guests with disabilities
· Families with small children

The following are examples of some standards for a guest relation program in a hotel:.
1. Never say “ I do not know” to a customer.
2. Be positive.
3. Consider your appearance.

Quality Control of Food for Room Service

1. Maintain the quality of the food to be served.
2. Ensure the microbial safety of the food.
3. Serve food that is attractive and satisfying to the customer.

Taking Orders and Recording them

How a guest orders room service:

 Written
 Phone
 Computer system

Taking Orders and Recording them

How a guest orders room service:
 38

 Written
 Phone
 Computer system

Confirming the order

 Check the name and room number are correct

 Clarify details, the number of serves, where is service taking place, what the order is and what
equipment is needed
 Advise guests on dietary needs, if food items have peanuts or meat stock or other items which
may cause allergies
 Confirm timing and delivery instructions

Recording the order

 Enter the order into the Hotel’s system

o Accuracy
o Information needed

An Order form should have

 Date/Docket Number
 Name/Room number
 Time of order
 Time of delivery
 Location of delivery
 Special Requests
 What was ordered
 Any extras special requirements
 Who took the order

Pre orders
Door Knob menus are designed for the guest to complete and also include ancillary needs as well as
time and location
Door Knob menus need to be collected and collated
SERVICE DOOR KNOB MENUS
1. Door knob menus are placed inside the guestrooms by room attendants.
2. After filling up the door knob menu, the guest will hang it in his door knob to be picked up by the
room service waiter.
3. Captain must counter check the room number with that indicated in the door knob menu to prevent
mistakes in the delivery of orders.
4. Collected door knob menus are to be endorsed to captain or order taker for the recording and
preparation of receipts.
5. Doorknob orders are endorsed to waiter for mise-en-place preparation.
 39

6. Captain should closely monitor the service time andn see to it that the delivery of order is done on
the time requested, especially for doorknob orders.

Procedure of Room Service

1. Taking and Processing Orders

Ordering meals for room service involves the following steps

1.1 Customers or guest calls up the front desk employee or food manager of the hotel or
other similar establishment
1.2 A front desk officer attends to the call promptly and courteously. If a menu and
drink list are already available in the room, the front desk officer writes down the
details of the order, the time it was placed, name of the customer/guest, room
number, and other pertinent information. As part of the standard operating
procedure, the front desk officer repeats the menu items ordered to verify their
accuracy. He or she then proceeds to provide the guest or customer other pertinent
information like waiting time and the like. He or she may also require if payment
will be in the form of cash or credit. However, this may be optional depending on
the establishment’s policy.
1.3 However, if a menu or drink list is not available, a waiter goes to the room and
presents the list to the guest. If the guest is hesitant on what to order, the waiter may
recommend or gives suggestions to assist guest with his or her food and drink
selections. The waiter should be ready to take and record the orders. He should
write down and relay to the food manager or chef any special request regarding
dietary or cultural requirements as maybe requested by the guest.
1.4 Details of the transaction should be put into writing by filling the appropriate
request form.
1.5 Front desk employee forwards the written request to the kitchen manager for action.
1.6 Food is prepared within the prescribed time or schedule by the kitchen personnel.

Order distribution
Distribute the order to the service areas for preparation

 Kitchen
o Main Kitchen
o Cold larder
o Dessert
o Bakery
 Wine store
 Bar
 Room service dry store
 Equipment store
 Ancillary store
 40

L.O 2 SET UP TRAYS AND TROLLEYS

Prepare for room service

For the room service area to function successfully, the area must be set up and equipped with the
necessary food and beverage items

 Portion Pack items

o Food
o Beverage
 Loose stores, coffee beans, bread rolls
 Dairy items

Prepare room service equipment

Distribution system
for multi – tray
trolleys

 Tray covers
 Cutlery
 Crockery
 Glassware
 Beverage service pots etc
 Room Service Trolley

Preparation and setup

When checking equipment for Room Service, check that it is not:
 Damaged
 Unclean
 Unsafe

2. Setting Up the Trays and Trolley

2.1 Food is set up on trays in an orderly, hygienic, and aesthetic manner using the
appropriate food service equipment such as warmers, serving plates and dining
implements like dinnerware, glassware, and flatware suitable to the selected menu
items. The standard “hot food should be served hot and cold food should be served
cold” should be followed strictly.
2.2 Upon completion of the set meal on the tray, chef and waiter checks the menu items
against the list of orders on the request form. They check the details of the prepared
food as part of quality control and the dining tools and serving equipment as well as
any special dietary or cultural request
 41

2.3 Upon the go signal of the food or kitchen manager, the waiter proceeds to deliver
the order to the designated room. As part of the hotel’s standard and rule, the waiter
must be properly attired, neat and clean and with pleasing personality.

Collecting the food and beverage order

 Check the item against the guests order

 Hot food in a heated container
 Cold food in a cold container
 Check any special requests
 Visual check

Delivery of the order

When positioning items on the tray:

 Weight
 Height
 Balance
 Overcrowding
 Temperature
 Consider the location of hot items

Delivery of the order

 Check delivery route

 42

 Timing
 Care to preserve the appearance

L.O 3 PRESENT ROOM SERVICE MEALS AND

BEVERAGES
3. Present Room Service Meals and Beverage to Guest or Customers
3.1 Waiter knocks politely at the door to request entry.
3.2 Upon opening of the door, waiter greets guests politely “good
morning/Afternoon/Evening” depending on the time of the day. “I have come to
deliver your order Sir/Ma’am. ”
3.3 Waiter enters the room with the cart, trolley, or tray upon appropriate response
from the hotel guest.
3.4 Waiter consults the hotel guest where the position the tray, cart or trolley in the
room.
3.5 Waiter positions the tray, carts or trolley properly where requested. He then
arranges the meal and beverage in accordance with establishment procedure. Upon
completion of this procedure, he inquires to the guest if there are another request
he/she wishes him to do. He may be serving the food and beverage continuously if
requested.

Servicing guest rooms with DND sign / Do not disturb lamp

 When approaching a guest room for cleaning, first check if the guest had placed a Do not
Disturb ( DND ) sign.
 Some hotels has a Do Not Disturb Lamp / Light next to the door bell and other hotels has door
knob card with DND sign.
 Rooms displaying the “DND” notice not to be disturbed.
 In all cases room maids / room attendants should avoid disturbing the guest.
For expected checkout / due-out guests:
 If the guest is due to checkout, then do not disturb the DND room until check out.
 Once the expected checkout time is over, Inform the housekeeping control desk supervisor that
the guest room is still on on DND.
 Housekeeping supervisor should call up the guest and enquire if the service is required.
 In case there is no response from the guest room then, the supervisor should call up the front
desk and check if the guest had already checked out.
 After confirming that the guest had checked out then the room boy can enter the room with Do
not disturb sign.
 Other rooms where the room maids would delay on servicing is when the room is double
locked from inside.
 All DND rooms and actions taken should be mentioned in detail on the log book.

Entry into Guest room

 Knock and announce “Room Service”

 Hotel policy will dictate actions if theguest doesn’t answer
 Verbal contact with guest social dialogue
 43

 Position tray or trolley in normal place

 There is usually a standard position in the room to place the tray but the guest may want it
somewhere else
 Re arrange furniture

Position the tray or trolley

 Set the order

 special requests
 Equipment usage e.g. hot box
 Explain the Items to the guest
 Confirm

Serve the order

Food service:

 Maintain Restaurant standard

 Assemble dishes, add garnishes
 Explain where the tray is to be placed when the guest has finished with it

Serve the order

Beverage service:

 Tall Bar
 Open and pour wine
 Hot Beverages

L.O 4 PRESENT ROOM SERVICE ACCOUNT

Method of payment

 Account documentation

Information included

 Room number
 Name
 Account type
 Delivery time /date
 List of items plus cost
 Total cost
 Receipt of order and method of payment
 44

Process room service payment

 Charge to Room account

 Cash
 Credit card or debit card
 Vouchers

4.0 Upon completion of the meal presentation, the waiter does the following:
4.1 He checks and then presents the guest’s account for cash or credit payment. For credit
payment, the signature of the guest is required. Collection of payment can be done later
depending on the establishment’s policy or procedure.
4.2 With cash payment, the waiter presents cash payment for processing as required by the
establishment.
4.3 In the case of the charge accounts, the waiter presents charge account to guest for signing.
4.4 The waiter can assist guest in transacting to the cashier if needed

L.O 5 CLEAR ROOM SERVICE

Return trays, trolleys and service items

 Unpacking the used items

 Remove disposable rubbish
 Distribute items to cleaning stations
 Store trays and trolleys

Ancillary duties
Room Service interaction with other departments.

 Housekeeping
 Porter
 Security
 Maintenance

Clear and Clean Room Service Area

5.1 Waiters or busboy are in charge of removing the soiled dishes after meal. In the case of
room service, only one waiter usually takes charge of food delivery and service and
clearing up after meals.
5.2 Clearing up involves separating the crumbs and left overs from the used plates. Stocking up
the used dishes and other wares, and then placing them on the trolley the one which have
been previously used for delivery. Standard procedure in cleaning includes removing all
crumbs from used plates and setting aside food leftovers from serving platters which have
been left untouched.
5.3 The waiter asks the guest what they intend to do with these, whether to leave these in the
room or do away with it-in which case the waiter puts it in cart. In removing the crumbs,
the waiter brings out his clean rag and removes them with one or two swift strokes across
 45

the table. If the table has a tablecloth on top, the waiter simple removes it especially if it
has stains and spills. Otherwise, if the table is clean, wiping out crumbs is sufficient.
5.4 After cleaning the table, the floor is also cleared and cleaned as fast as possible. Some
guests may not require the cleaning of floors if they do not wish the waiter to stay long in
the room. In that case, the waiters return the trolley or cart outside the room and into the
kitchen.
 46

Past and Current Trends in Food and Beverage

Today, the trend in developing food and beverage recipes as well as food and beverage service has
been bought by a number of factors as the following:
 47

1. Increase in population thus an increase demand for food.

2. Increase in travel thus requiring food and lodging for travelers.
3. Growing number of children and young people going to school which give rise to the
establishment of schools with a lunchroom program.
4. Growing number of offices, hospitals and industrial and commercial establishments with
cafeterias.
5. Growing interest of food from different regions and cultures.
6. Growing demands of special foods for people requiring special diets.
7. The hiring of women in labor which give rise to increased employment and higher income of
families.
8. Higher income families paved the way for changing their lifestyles-more vacations and
increase leisure.

With the higher income, there is a trend on eating outside of the home thus giving rise to the
establishment of restaurants, cafeterias, canteens and dining rooms in hotels, motels and lodging
houses. In turn, these establishments paved the way for the production and serving of food and
beverages to cater to the needs and desires of the patrons, customers and guests and different cultural
orientations and individual likes and dislikes. It is predicted that in the future, more than half of all
meals will be consumed outside homes (Stokes 1982)

Food and Beverage Service Organizational Chart

BAR MANAGER
Bar manager supervises head bartender and head hostess (bar captain). Head
bartender and his assistant supervise the bartender who is in charge of preparing drinks
 48

which ordered by guests. Head Bartender and bartenders are responsible for the quality
of the drinks ordered by guests.
Hotel hostess (bar captain) supervise the waiter who is responsible for serving
guests. Those who are under the supervision of head hostess is responsible for creating
a pleasant atmosphere for guests. Bar manager must be able to establish good
teamwork between head bartender and head hostess.

Head bartender as the one who is responsible for the success of the bar. Head bartender
and his assistant supervise the bartenders and the waiters

ASSISTANT HEAD BARTENDER

1. Reports to the ship's Assistant Bar Manager and the Beverage Manager
2. Supervises, trains and monitors the performance of a team of subordinate
beverage operations positions - Bartender,
Assistant Bartender, Bar Server/ Waiter/ Waitress, Bar Utility
3. Responsible for on-the-job day-to-day training of ship's Bar Staff covering all
aspects of beverage service and makes sure that all beverage team members
perform up to the standards of service set by the cruise line
4. Works directly with the subordinate bar personnel and would assist both
bartenders and bar servers/ waiters in various bars and beverage outlets
throughout the cruise ship during peak hours
5. Monitors work assignments, side jobs and days off for assigned bar staff
6. Ensures that subordinate bar staff are well groomed and in proper uniform
when reporting for duty
7. Makes sure that all costs are minimized and within the limits set by the Bar
Manager
8. Ensures that the highest quality of spirits, beer and nonalchoholic baverages are
offered to passengers all the time

BAR WAITER/WAITRESS

1. Take beverage orders from guests, enter orders in our order/sale system which
relays orders to the kitchen and bar.
2. Deliver beverages from kitchen and bar to guests in a timely manner.
3. Take orders and serve beverages to patrons at tables in dining establishment.

Bartender

Responsibilities
1. Prepare alcohol or non-alcohol beverages
2. Interact with customers, take orders and serve snacks and drinks
3. Assess customers’ needs and preferences and make recommendations
4. Mix ingredients to prepare cocktails
 49

5. Plan and present bar menu

6. Check customers’ identification and confirm it meets legal drinking age
7. Restock and replenish bar inventory and supplies
8. Stay guest focused and nurture an excellent guest experience
9. Comply with all food and beverage regulations

Requirements
1. Proven working experience as a bartender
2. Excellent knowledge of in mixing, garnishing and serving drinks
3. Computer literacy
4. Knowledge of a second language will be considered a plus
5. Positive attitude and excellent communication skills
6. Ability to keep the bar organised, stocked and clean
7. Relevant training certificate

Head hottess

Responsibilities
1. Training of the hostess team
2. Dealing with guest enquiries
3. Ensuring that the hostess team delivers a 5 star service
4. Running reception shifts
5. Responsibility for a team of hostesses
6. Previous reservations system experience required

Bar attendant

Responsibilities
1. serve alcoholic and non-alcoholic drinks
2. draw beer from the tap or pour from bottles
3. mix ingredients to make cocktails and slice fruit to garnish drinks
4. prepare and serve a variety of coffees
5. collect payment, operate cash registers and give change
6. refill drink and cigarette dispensers
7. collect glasses from tables and place them in glass-washing machines
8. wipe down tables and empty ashtrays
9. clean bar service area and polish glasses
10. arrange bottles and glasses on shelves
11. assist in the cellar
12. assist in stock control
 50

13. maintain workplace hygiene, occupational health and safety, and security
procedures.

Requirements
1. good interpersonal skills
2. good memory
3. able to work quickly and efficiently
4. enjoy working with people
5. good personal presentation
6. good cash-handling skills 7. able to stand for long periods.

Cocktail Lounge attendant Responsibilities

1. responding to the requests of all guests in his assigned area.

2. Provides all guests with his undivided attention, to allow him to provide the best
possible service.
3. Ensuring the club lounge is properly maintained at all times is his responsibility.
4. Stocks all the self-service areas, cleans up after guests, assists with food service
preparation, sets the area up for service and more.
5. Keeps the cocktail lounge running smoothly and does his best to make sure all guests
leave satisfied.

TYPE OF MENU
A menu in any food service organization is considered as he most important planning control tool to
run a food service operation. Menu is a presentation of detailed lists of food items that are served in
restaurant or hotel. A menu creates an important link between the establishment and the guests, and it
is important that server should learn about the menu.
It is important for servers to study the menu to be able to:
• Help guests in menu selection
• describe the detailed flavour of a particular dish information
• Give accurate information for customers with dietary needs
• See to it that guests enjoy his/her meal and does not develop an allergy because of incorrect
information
• Identify dishes that take long time to prepare or those which might suit someone in a hurry
• Familiarize oneself with appropriate
accompaniments that will be served with the
meal
• Memorize the prizes of the dishes
• Know the cooking procedure
• Know the appropriate serving portion
• Ingredient used

In restaurant terminology a Table d'hôte

menu is a menu where multi-course
meals with only a few choices are charged at
a fixed total price. Such a menu may be
 51

called prix fixe ("fixed price"). The terms set meal and set menu are also used. The
cutlery on the table may also already be set for all of the courses.
A la carte is defined as ordering individual side dishes instead of an entree
selection. Ordering chips and a pickle instead of getting a whole meal is an example of
ordering a la carte.

TYPES OF FOOD AND BEVERAGE

1. Special dietary requirement
More people become more conscious of the importance of nutrition to health due to rising cases of
overweight; and prevalence of diseases. The following is a dietary nutritional guideline:
 Eat variety of food everyday
 Consume lean meat, fish, poultry and dried beans
 Eat more vegetables, fruits and root crops
 Eat clean and safe food and water
 Use iodize salt and avoid excessive intake of salty food as well as sugar and sweet
products
 For healthy lifestyle, exercise regularly, do not smoke, and drink alcoholic beverage in
moderation
 In recent years, vegetarian foods have become more popular not only to adults but even
among young people. These meals offer high fiber diets, high protein, o-meat diets, and
low-fat diets
 Tofu or soybeans curd, for example, provide high protein with low cholesterol contents.
Varieties of beans, other vegetable, and salads also make up these vegetarian meals. The
so-called analogs-products made from soybeans but resembles beef, pork, and chicken-
are used as substitutes for meat dishes
 Likewise, many establishments offer healthy options like attractive salads, fresh fruits
and vegetable juices and complete meals that are nutritionally balanced.
 With the increasing public awareness of the facts of nutrition, school colleges, hospital
and other institutions now plans their menus around the nutritional needs of their
customers. School lunch programs for example, include high calorie, high protein food
for growing school children and teenage
 In recent years, vegetarian foods have become more popular not only to adults but even
among young people. These meals offer high fiber diets, high protein, o-meat diets, and
low-fat diets
 Tofu or soybeans curd, for example, provide high protein with low cholesterol
contents. Varieties of beans, other vegetable, and salads also make up these
vegetarian meals. The so-called analogs-products made from soybeans but
resembles beef, pork, and chicken-are used as substitutes for meat dishes
 Likewise; many establishments offer healthy options like attractive salads, fresh
fruits and vegetable juices and complete meals that are nutritionally balanced.
 With the increasing public awareness of the facts of nutrition, school collages,
hospital and other institutions now plans their menus around the nutritional
needs of their customers. School lunch programs for example, include high
calorie, high protein food for growing school children and teenager.

2. Food with special cultural needs

Food with special needs refer to food needs of patrons or customers with
different socio-economic background. These includes difference in
• Lifestyle
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• Ethnic background
• Values
• Religious practices
• Race
These factors have influence on menu planning today more than ever before. These is
due to cultural diversity and rapidly changing lifestyle in many countries which
influences the menu offerings as well.
Appropriate Combinations of Food and Beverage based on:
Today many restaurants and food service establishments are gearing toward offering
suitable combinations of food and beverage based on the following:

1. Customer preference refers to what customers want to eat. Food service operator
should be able to identify the menu items or food that majority of the customers
prefer, and this can be done through a survey. Below is an example of menu
according to customer favourite:

3. Traditional Combination every restaurant and other food outlets have their

menu items written on their menu card. This menu card should be presentable,
every item should be legibly written. This includes soup appetizer, entries, main
dishes, dessert and beverage. Below is an example of menu combination according
to traditional Filipino cuisine.
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3. Special Dietary Requirement this is

designed to meet the special needs of an
individual who is suffering from a
disorder or disease. Below is an example of
low
a “low fat” or “no fat” menu

4. Special Cultural Needs this includes the food one eats, the dining food and
equipment one uses, how one cooks his or her food, and the manner it is served.

Below is an example of a menu with specific accompaniments.

ACCOMPANIMENTS
-are complementary additions to the main ingredient of a meal. Accompaniment are typically food
items like vegetables and side salads, but they also include fruits, sauces and relishes. It may also
come with a garnish of its own.
Accompaniments are the additional items served with food like bread and butter served with salad or
soup. Condiments are the food items served with food to add or adjust the flavor of the food, sauces
served with steaks or the spices served with pizza are examples of condiments. In casual restaurants
the condiments are part of the table setup while in fine dine restaurants, these are served in sauce pots
or boats and served individually to the guests.
Side Dish
Food served along with the main dish
Servers are required to know the accompaniments and condiments to be served with menu items. Place
the condiments and accompaniments before the service of food and are remained on the table
throughout the course of meal. Importance of accompaniments:
• It is used to make the main dish complete
• Provide variation and improve the nutritive value of the meal
• Imparts flavour, taste, color, blend and give contrast to the main dish
• Helps to digest food
• Provide moistness
• Gives piquancy to the dish
• Improve the safety and enhance the taste
 54

Food Allergens and Food Intoxification

Bartending Tools And Their Uses

. Bar Mats

 are mainly used to prevent spills and any ingredients from flying off the bar and onto the floor. Made
from rubber, they grip on to any glassware and bartending tools you are using while crafting a drink

 Bar Blades

For an efficient and professional way of opening beer bottles in front of your guests, use a bar blade.
They are quick, easy, and blue-collared. 
 55

Lighter

For starters, some creative cocktails like Light-up Shooters (shots) or Orange Zests require a flame.
But drink crafting aside, lighters are used for lighting candles around the bar and helping out
customers when they need a smoke.

Wine Key/Corkscrew

Wine keys are designed for a couple different things. The obvious answer is that
they’re your go-to when you need to open corked bottles of wine. But they can also
be used to snap open beer bottles. 

Corkscrew is the waiter’s bestfriend.

Knife & Cutting Board

A quality, sharp, and small knife is another quintessential bartending tool. Customers will often want
their drinks garnished. Garnishes are drink decorations or embellishments that many specialty recipes
require. Olives, herbs, and orange slices are perfect examples. And that’s where our handy knife
comes into the play.

Pens

A common rule of thumb is to have 2 pens on you during every shift. Why two? Because you may end
up losing one. 

Pour Spout

Pour spouts, also known as speed pourers, are the spouts you’ll see at the
ends of bottles. They are your flow control tool for pouring… and
ultimately, speed up the drink crafting process. The spout will vastly
improve your proportion accuracy and consistency in comparison to
pouring straight out of the bottle. 

Ice Buckets & Ice Scoops

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Ice may be the last thing on your mind if you’re new to the world of bartending. But the
importance of it is often overlooked. The truth is, ice is one of the most important cocktail ingredients.
Ice is used to dilute alcohol and to keep your drinks chilled – it’s utilized on nearly every drink you
craft.

Cocktail Essentials: Drink-Building Bartending Tools

 Jigger

The jigger is the ultimate measuring device. Jiggers are used to accurately measure fluid
ounces. They keep your drink proportions balanced and consistent.

Boston Shaker

We’ve all seen the fancy bartender who loudly shakes their drink with both
hands above the shoulder…

Hawthorne Strainer

Hawthorne strainers are used for straining shaken cocktails and they work
perfectly with your common boston shaker. They prevent pulp, mashed up fruit,
and crushed ice from getting into the drink you are building. Every bar should
have a Hawthorne strainer. 

Bar Spoons

I won’t spend too much time on this one either. Bar spoons are longer than
your typical bulky table spoon and are used for cocktails that need a simple
stir. Use them as your stirring tool or to spoon in ingredients like sugar or
angostura bitters.

Fine Mesh Strainer

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The hawthorne strainer is great, but it’s not always the best. Sometimes
you’ll have to strain and filter mixtures even further. Fine mesh strainers,
also known as a tea strainer, allow you to strain the finer pulp, seeds, fruit
debris, and ice shards from getting into the final product.

Fruit / Juice Press

A juice press is pretty self explanatory. It’s used to extract fresh juices from various fruits and is more
efficient than squeezing out juices with your hands.

Garnishing Tools
Channel Knife/ Zester

A channel knife, also known as a zester, is used to grate ingredients

like chocolate, nutmeg, and fine lemon zest. Some will come double
ended. One with a zesting end, which is essentially used for grating.
The other end will have a circular end and allows for creating fancy
fruit spirals.

Grater

A grater is used for grating spices, fresh herbs, and citrus fruits like oranges or lemons.
The more you learn about crafting cocktails, the more creative you can get with a grater.
If you have a lot of ingredients to grate or break down, the traditional grater will save you
time over a double ended zester.

3. Vegetable Peeler

When you need a thick orange or lemon peel added to your drink, use a vegetable
peeler. The peelers shaped like a “Y” are easier to use than the flat “l” shaped peelers.

4. Garnish Tongs

Technically, we should all be using tongs to garnish our drinks. Many

states require it by law. Make sure you always have a set of small garish
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tongs nearby in case the health inspector comes in. And hey – use them, too. It looks better from the
eyes of the consumer.

Miscellaneous Bartender Tools: The Non-Essentials

1. Mixing Glass

A mixing glass is a durable glass for mixing drinks. Instead of building your drink in the
serving glass, some bartenders will opt for building the mixture in one of these glasses.
Mixing glasses can be chilled and may come in handy when you want to keep the drinks
(that are served without ice) cold.

2. Julep Strainer

Julep strainers are pretty old school but they’re still useful in some cases. They are
used for straining stirred drinks (that only have liquid in them). Although your
hawthorne strainer does the job just as well, julep strainers pose a more professional
and traditional look.

3. Cobbler Shaker

Cobbler shakers are the cousins of the boston shaker. They do the same thing
however, they aren’t as easy to use. I’ve heard it’s a good shaker to use for
someone with very small hands. But I’ve also heard they aren’t great for working
behind a busy bar.

4. Blender

Unless you’re working at a tiki-themed bar, you’ll rarely come across a blender.
They are pricey, loud, and obnoxious. But they are great to puree your fruits, and for crafting frozen
cocktails. 

5. Glass Rimmer

Glass rimmers are commonly found at margarita joints. The tool allows you
to easily rim your drink with garnishes. Old school trays work – with round
compartments of sugar, salt, and sponge – but they can get dirty quickly.
And they take up a lot of room. 

6. Funnel
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When you take your mixology knowledge to the next level – funnels will come in handy. They are
great for making your own syrups, cocktail mixes, and for infusing whatever you may desire.

7. Cocktail picks

Cocktail picks give your drink an extra sense of style. Cocktails look great when garnished with picks.
Throw some olives on them, pineapples, or whatever the recipe suggests. Most bars will use wooden
or plastic picks but some may require you to use metal or glass picks. Fancy stuff right there.

8. Bar Towels: A bar table is easily exposed dirt and dust. A bar towel is used to keep the table,
behind the bar clean at all times. A dry bar towel is used to polish the glasses out of the washer.
9. Wine Opener: It consists of a corkscrew and a knife to open wine bottles.
10. Champagne Bottle Stopper: It is used to keep the opened champagne bottles close by sealing it
for longer usage.
11. Cocktail Shaker and Glass: The two types of shakers are the Boston shaker and the Standard
shaker. The Boston shaker contains a mixing glass and a steel part. It is used to make cocktails.

12. Cocktail Strainer: The cocktail strainer is a much-needed equipment to make cocktails. There are
two types of strainers available. The Hawthorne is the most famous one. It is a flat, spoon-shaped, with
a spring coil around the top.

13. Muddler: A muddler is a tool used to mash up the ingredients to release their flavors. The most
common muddled drink is the Mojito, a cocktail with mint leaves.

14. Ice Shot Glass Mold: It is used to make ice shot glasses for special cocktail and mocktails.

15. Bar Spoon: A bar spoon is used for stirring, layering, garnishing and scooping.

16. Chopping board and Knife: A chopping board and a sharp knife are needed to cut fruits and
peeling off fruit skins.

17. Margarita Tray: It consists of separate layers for lime juice, sugar and salt and for rimming sugar
and salt on glass.

18. Lemon zester or peeler: A lemon zester is used to safely peel the skin of a lemon or lime to make
lime zests. The zest of lemon is added to drinks like martinis.
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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.
•Dinner Spoon (Table 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.
•Soup Spoon − It has a round cup bigger than that of the table spoon. It is as long as a dinner spoon.
•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.
•Dessert Spoon, Dessert Knife, and Dessert Fork  − These are smaller than their main course peers
and are used to have desserts.
•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.
•Butter knife − 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.
•Salad Spoon − It is always used in pair with salad fork. It helps mixing and serving salad efficiently.
Escargot fork—A frong forks made of stainless steel which are used with escargot dishes.
Demitasse spoon—It has a varying sizes depending on the size of the demitasse cup and saucer. It is
used in adding sugar ,stirring coffee or hot chocolate.
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•Deli (Fruit) Fork − has two tines. It helps to pick thinly sliced food such as slices of fruits.
•Roast Fork − It is the largest fork. It has longer and stronger tines that help to hold and pick large
meat or vegetable pieces.
•Cake Knife − It is a flat, elongated triangle-shaped knife and is used to cut pieces of cake and handle
it smoothly
•Serving Spoon − It is a spoon with large round cup designed to serve stews and rice.

Chinaware
It is a term used for crockery whether bone china,earthen, or vitrified.
•Porcelain-- It is a ceramic material made by heating selected and refined materials which often
includes of clay, to high temperature .
•Bone china-- it is a porcelain made of clay mixed with bone ash. This is fine, hard and that is very
expensive.
•Earthenware-- it may be sometimes be as thin as bone china and other porcelain,though it is not
translucent and more easily chipped.
•Stoneware-- It may be hard pottery made from siliceous paste,fired at high temperature vitrify the
body. It is heavier and more opaque than porcelain.
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FURNITURE
 63

BEVERAGE
 64

Beverage refers to any drink, formery known as galssware, to hold drinks and liquids. They consst of
“footed ad unfooted”.

Styles of glassware’s
 Footed glass
 Stemware
 Mug
 Tumbler

GLASSWARE TERMINOLOGIES

ALL-PURPOSE GLASS - For serving white/red wines.

BANQUET GOBLET - for serving ice water.
BEER MUG - for export beer.
BORDEUX GLASS - for serving bordeux glass.
BRANDY INHALER - for mixing drinks of more than one order.
BRANDY SNIFTER - for Brandy,Cognac and Armagnac
CARAFE - For sodas and floats.
CHAMPAGNE FLUTE - For serving champagne.
CHAMPAGNE SAUCER - For serving champagnes.
BANQUET GOBLET - for serving ice water.
COCKTAIL/MARTINI GLASS- for martini.
COCKTAIL MIXER - purposely for mixing cocktails.
COLLINS - for cool drinks, fizzes and fresh fruit juices.
COUPETTE GLASS- FOR Champagne cocktail, Margaritas,Vermouths.
DECANTER GLASS - serving aid for wines or whiskies.
DOUBLE OLD-FASHIONED GLASS- for triple or more orders of straight-u or “on the rocks”
liquors.
HIGH BALL GLASS - for juices,softdrinks and spirits mixed with water, tonic,soda, or juice.
HOCK GLASS - wines.
IRISH COFFEE GLASS- for order Irish coffee.
JIGGER GLASS - for measuring straight drinks.
JUICE GLASS - for juices at breakfast buffet.
LIQUEUR/CORDIAL GLASS- for cordial straight up
OLD FASHIONED GLASS- for “for on the rocks” drinks,straight up spirits
PARFAIT GLASS -for Pousse-cafe
PILSNER GLASS - for pilsner beer
BEER WARMER - a metal container about of 16 cm. high to be filled with hot water and
put into a beer mug to warm up beer for sensitive customers.
BLENDER - used for making drinks that required pureed fruits and those containing
cream or egg.
POCO GRANDE - for special house receptions andn other fancy drinks..
PUNCH BOWL - container for punches.
PUNCH BOWL CUP - for serving punch.
PUNCH BOWL LADLE - tool in serving punch into cups.
RED WINE GLASS - for serving red wine .
SHERBET GLASS - for sherbet and desserts.
SHERRY GLASS - for serving Port and Sherry
 65

SODA GLASS - for sodas and float.

STEMMED BEER GOBLET- mostly used for lager.
SUNDAE GLASS - for sundae.
ZOMBIE GLASS -for zombies in particular.

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
•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.
•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.
•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.
•Mug − It is used to serve beers.
•Nonic Glass − It is a tall glass with a broad rim. It is used to serve beers.
•Tulip Glass − It is used to serve beer, cocktail, or mocktail.

BEER MUG
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 67

BEVERAGE-
Beverage is any Potable Liquid that we drink other than water.

TYPE OF BEVERAGES
1. ALCOHOLIC BEVERAGES- is a volatile, colorless liquid obtained through
fermentation of a liquid containing sugar or sugar base. It is any potable liquid containing ethyl
alcohol. It may have as little as 1/2 % by volume or as high as 95%.
The alcoholic strength of alcoholic beverages is measured in proof.
To express the alcohol content, the following measurements are used.
The approximate alcoholic strength of principal drinks are:
Beer ----------------------------------------4% to 11% by volume
Table wines(red, white,rose)---------7% to 14% by volume
Fortified Wines----------------------------18% to 21% by volume
Vermouth---------------------------------16% to 20% by volume
Brandy-------------------------------------40 % by volume
Whisky, Gin, Rum, Vodka-----------40% to 45% by volume
Liqueurs-----------------------------------average 35% by volume
The alcoholic beverages consist of
 Wine
 Distilled spirits
 Liqueur
 Beer

WINES
Wine is a fermented and aged juices of fruits, generally grapes. It contains alcohol ranging
from 1-24 percent. Wines may also be produced from other fruits like santol, duhat tomatoes,
pineapple, bignay, coconut and others. It is used:
• As a complement to a meal
• To enhance the flavor of cooked foods
• To highlight a celebration (a toast or cheers)
 68

• Some serve as medicine

• Ideal for cold weather as it heats up body temperature

Terms used for wine

Alcohol – spirituous or intoxicating elements in fermented wines and liquors
Demi Sec - sweet
Doux –very sweet
Extra Sec – extra dry
Dry – contains very little sugar as to taste unsweetened
Proof – refers to the strength of alcohol content of any alcoholic beverage particularly liquors.
Vintage – wine produced in one season
Sec - dry
Straight – refers to the drink served from the bottle and poured directly into the glass. This means there
is no mixing or shaking done with other ingredients

CHARACTERISTICS OF A WINE
1. Color
• red wine – are mostly table wines, made from dark grapes and are nearly always dry
• white wine – are made from white or green grapes and maybe table, sparkling, or dessert wines.
Mostly are dry and semi-dry but sweet and luscious wines are classified as dessert wines.
• Pink or rose wines – have a color between red and white and are made from dark grapes
2. Aroma – made the same way as the natural wines but during fermentation, aromatics are added
• Vermouth
• Campari
• Bonnet
3. Taste
• sweet – taste likened to a solution of water mixed with a teaspoon of sugar
• Tart – taste likened to a solution of lemon juice and water
• Bitter – taste is likened to a solution of coffee
• Salty – taste is likened to a solution of salt and water
* All taste is either sweet, tart, bitter, salty or a combination of these. Lemonade is best
described as sweet tart taste.
4. Appearance – appearance of a wine is judged through the light. A brilliant wine reflects light and
also sparkles. It is free from floating particles. On the other hand, a dull wine has floating particles and
looks slightly cloudy. A cloudy wine does not reflect light
5. Body – through the body of wine, one can measure its wateriness. The body is usually measured by
twirling it around the glass and seeing how it takes to bring down the wine that rise on the glass.
Full bodied wine is heavy, robust and not watery. The wines also break into legs as they
come down the sides of the glass. Light bodied wines are not heavy. These wines do not
cling to the sides of the glass when twirled around.
6. Vintage – refers to the year when the grapes were harvested for the production of wine. There are
years when harvest is good in some parts of the world and this makes an exceptional quality vintage.
Wines produced during that vintage are usually the most expensive.

CLASSIFICATION OF WINE
1. STILL WINE/ NATURAL WINES- are sometimes referred to as table wines.
They are called natural or still wine because they are produced out of nature fermentation. Grapes are
squeezed and fermented naturally without anything added to it.
 69

They are classified their color as follows:

 Red wine- Cabernet, Merlot, Pinot Noir, Barbera
 White wine- Chardonnay, Chablis, Dry Savignon Blanc
 Rose wine- Mateus rose, Rose D’ Anjou, Tavel

2. AROMATIC WINES- are made in the same way as the natural wines but during fermentation,
aromatics are added. (Vermouth)
Aromatic wines maybe served in the following manner:
 On the rocks- with ice in a rock glass
 Neat-in a rock glass
 Mixed- in a highball glass/cocktail glass

CLASSIFICATION OF VERMOUTHS
 DRY VERMOUTH(FRENCH VERMOUTH)- has the essence of lemon dry
Variety
 SWEET VERMOUTH(ROSSO)- is a deeply aromatized wine that is heavier in
base, pungent and richly flavored. It has a sweet after taste that is obtained by
adding caramel during production.
 BIANCO- has a bitter-sweet after taste. Its flavor is enriched with vanilla

3. FORTIFIED WINES- are sparked with brandy or neutral spirits. They last longer in as much
as they contain brandy which is popular stabilizing preservative. Because of their long shelf life,these
wines are preferred for travel in long sea journeys during the olden times.it consist of SHERRIES,
PORT WINES, MADEIRA, MARSALA and MALAGA. The method of making fortified wine is
called SOLERA SYSTEM, which means adding an old wine to a young wine. Service of fortified
wines may be done as follows.
 On the rocks- with ice in a rock glass
 Neat-in a rock glass
 Mixed- in a highball glass/cocktail glass

4. SPARKLING WINES- are considered the king of all beverages. Its quality is perfected by a
second fermentation in the bottle.
When a grape juice is fermented, its sugar is converted to alcohol and the carbonic gas is allowed to
escape. When the ga sis released, it rushes out of the wine in the bubbles. This is the basic principle
upon which all natural sparkling wines are made.

SOMMELIER- wine steward

WINE SERVICE PROCEDURES

1. Present the with the label facing the host . show the label and wait for him to confirm his selection.
Upon presenation, mention the name of the wine, size of the bottle, vineyard and vintage.
2. Hold wine in one hand and remove the foil or wax from the top of the bottle.
3. Carefully cut the metal or capsule below the lip of the botlles by rotating the bottle.
4. Wipe the top of the bottle nd the cork with a cloth napkin.
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5. Insert the tip of the corkscrew slightly off the center and turn it in a clockwise direction until it
penetrates 2/3 of the cork.
6. Place leverage on the rim of the bottle nwith the arm of the corkscrew. Hold the metal grip in place
with your index finger.
7. Holding the bottle firmly in one hand, hold the leve of the corkscrew in one firm motion until the
cok is fully extracted.
8. Lift up the screw in one firm mtoion until the cork is fully extracted.
9. Present the cork to the host fo evaluation.
10. Wipe the mouth orlip of the bottle to remove any cork or mold.
11. Pour about 1 ounce of wine into the glass of the host for him to taste and evaluate. Wait for his
approval.
12. Proceed to serve the wine starting from the ladies,then the gentlmen and lastly the host. The glass
must be filled at approximately mid -level
13. To finish pouring, the bottle must be moved upward with a twisting motion so that the wine will
not drip.
14. Place the bottle with its remaining contents on the right side of the ost with the label facing him.

SPIRITS
Spirits are alcoholic beverages that are obtained by distillation, after their fermentation from
vegetables, grains, fruits, plants and other substance which are sugar or starch bound.
Distillation may take place through:
1. POT STILL- this is very slow process of distillation whre a pot is heated by fire under it or by
heating coils, with the vapor passing through the head and hence to a condenser ,thus converting the
vapor to the distilled product by cooling it.
2. PATENT STILL- this is continous process of distillation that allows an uninterrupted flow of the
liquid through rectifying columns. The spirits are high in strength,colorless and sometimes tasteless.

TYPES OF SPIRITS
1. Whisky- It is a general name for liquors of not less than 80%proof, distilled from mash or grain.
Whiskies either:
1.1 Malt Whisky-made of malted barley only using pot still process
1.2 Grain Whisky- made of unmalted barley using a mixture of different cereal grains. It is distilled
through patent process.

2. Rum- it is distilled from sugar cane and molasses, a by-product of manufactured sugar. This spirit
is produced in countries where sugar cane is grown. Like whiskies, rums usually derive their name
from their place of origin,with each type distinguished by its own distinctive flavor.

3. Vodka- it is derived from the Russian word”VODKA” meaning water. It is dstilled from potatoes
and filtered through charcoal, resulting a neutral aroma. Unlike other spirits, the vodka does not have
any aroma nor flavor and taste. Vodka should be chilled if served straight up.
4. Brandy- it is distilled from fermented juice of ripe grapes or other fruits made from other fruits, it
is usually aged in wood set cork. Labels must clearly state the fruits from which it is derived.
(Fundador. Carlos 1). brandy served “straight” is a traditional after-dinner drink.

QUALITY AND AGING OF BRANDIES

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The age and quality of Cognac are indicated in the labels. It makes use of a cryptic letter to symbolize
the relative age of the brandy to denote the quality.
3 stars-------------------------------means aged for 18 months
VS-----------------------------------stands for very superior: aged for 8 months
VSOP-------------------------------means very superior old pale, aged for 4 1/2 years
EXTRA VIELLE/RESERVE NAPOLEON---- extra superior, aged 5 1/2 years
CARBON BLEAN---------------most superior, aged not less than 25-30 years
XO LOUI XIII--------------------extra old, aged not less than 100 years
Some renowned brandies are:
 Cognac
 Armagnac
 Marc
 Grappa

Fruit Brandies- are producing by crushing and fermenting its fruit ingredient right after they are
picked.
Some popular fruit brandies are:
 Calvados
 Slivovitz
 Kirsch
 Quetsch
 Poire William
 Framboise

5. Tequila- it is ditilled from the fermented sap of the maguey plant from Mexico. The name Tequila
is derived from the blue variety among the species of Maguey plant which is scientifically called
Tequillana. It is said to resemble cactus. The Maguey plant takes between 8-12 years and only the
head of the plant called ‘pina” or “head” is used.

6. Gin- it is a spirit flavored with Juniper berries. It can either be a distilled or compounded spirit. It
is also made by redistilling white grain spirit which has been flavored with juniper berries.

CORDIALS- It is derived from “ Cor or Cordis,” meaning “heart” . the name is identified with the
heart because the earliest cordials were used as part of a therapy to stimulate the heart and to lighten
one’s spirit.
Liqueur is derived from the latin word “liqueufacere” which means to dissolve or melt. That is why
liqueurs are said to be ideal as after dinner drink as they dissolve or neutralzed the afater taste of food
taken during meals.

LIQUEURS- Are generally accepted as European name and cordials as the American name. Both
contain up to 35% of some sweetening agent.
POPULAR LIQUEURS:
 Advocaat
 Anisette
 Aquavit
 Benedictine
 Chambord
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 Chartreuse
 Cointreau
 Creme de cacao
 Creme de Menthecuracao
 Triple sec
 Drambuie
 Grand marnier
 Kahlua
 Kirshwasser
 Pernod
 Peter herring
 Southern Comfort

MACERATION- the ingredients are plaace directly into the spirits and allowed to steep until the
suffiecioent amount of aroma and flavor have been extracted into the spirits.

BITTERS- these are macerating spirits with roots, herbs, barks or citrus peels. They are believed to
be a good remedy for indigestion and hangover.

7. Beer- the word “beer” comes from Hebrew word “ bre” fro grain and from the Saxon word “bere”
which means barley. In English it is called “beer” while in Spanish it is popular known as “Cerveza”.
Beer is also known as “malt beverage’ and is associated with ales, lagers, pilnerss and stouts. These
are beverages made from water, malted grain , hops and yeasts.

INGREDIENTS USED FOR BEER MAKING

The quality of a beer depends on the quality of its raw ingredients include:
1. WATER- water quality is important factor in beer production. Water from a rocky Mountain
Spring is usually used to make good quality beer.

2. MALT- it is a barley that has been placed in water, then allowed to sprout and finally dried to
stop germination. The drying process is called KILNING because it takes place in kiln. After drying,
the malt is roasted ,giving the final brew much of its “character” which can likened to another grain
product-bread.

3. HOPS- it looks like tiny pine cones waiting to open, and they grow on tall, thin vines. The hops
that give beer its characteristic bitterness are the blossoms of the female hop vine.

4. YEAST- yeast causes fermentation, converting sugar into alcohol. There two categories: ALE
YEAST and LAGER YEAST.

5. ADJUNCT and ADDITIVES- the most commonly used adjuncts are rice and corn, and they
rae very prevalent in American brewing. They give beer a lighter color and milder falvor. In general
the highr proportion of barley to adnjuct ,the more flavor and body in the beer and the better the head.

TYPES OF BEER:
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 Ale
 Bitter
 Bock
 Ice
 Lager
 Light
 Pilsner
 Stout

SEQUENCE OF THE BAR SET-UP

1. Open the bar
2. Refrigerate beer, juices and other perishable items
3. Clean glasses and other equipment
4. Prepare fruits for garnishing
5. Prepare ice in ice bins.
6. Display alcoholics beverages
7. Clean the whole bar area
8. Set up the bar counters.

SEQUENCE OF BAR SERVICE

1. Bar captain/receptionist greet guests and assists them in getting seated
2. Bar captain/ bar waiter takes order
3. Drink order is written down in an order slip or posted in the computer server.
4. Bartender get print copy of the drink order and prepares it.
5. Drink order is taken from the bar using bar tray.
6. Drink is served on the right side of the guest, together with the bar tidbits if any.
7. Hors d’ oeuvres menu is presented and offered.
8. Hors d’ oeuvres order is written down in an order slip.
9. Hors d’ oeuvres menu book is taken out.
10. Food order is placed at the kitchen.
11. Server picks up Hors d’ oeuvres order from the kitchen.
12. Second, third round is drink is offered by the attendant.
13. Additional order is taken and endorsed to kitchen or bar
14. Empty bottles and glasses are cleared from tables; soiled ashtrays are replaced.
15. Hors d’ oeuvres order is served.
16. Cashiers closes the bill and prepare billing.
17. Bar attendant. Captain/Receptionist thanks the guests for their patronage.

BASIC RULES IN SERVING BEVERAGES AND ALCOHOLIC DRINKS

 Serve all drinks from the right of the guest or in front of the table when serving from the
right is not possible.. but don’t forget to say “excuse me”
 Continuously refill water goblet.
 Always serve beverages with coaster or napkin.
 Always carry beverages and other bar items on a bar tray.
 Drinks containing tonic water should be served with a sliced lemon.
 Always serve carbonicated beverages with a drinking straw.
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 Serve ladies first,then the gentlemen, lastly the host.

 Bus out soiled glasses from the right side of the guest.
 Hold tumblers by the base and stemmed glass by the stem.
 When glass is nearly empty, offer another drink.
 Keep table clean by removing empty bottles and replacing soiled ash trays.
 For a personalized service, bottled drinks like beer and soft drinks should be poured in front of the
guest.
 Never serve across the guest.
 When pouring drinks from the bottle, turn the bottle slightly towards the right to avoid any drop to
fall on the tablecloth or on the guest.
 When pouring bottled drinks, never allow the bottle to touch the glass.
 Upon serving, mention the drink’s name.
 Glasses for cold drinks should be cold.
 Bring clean glasses fro a second round of drinks.
 Line the bar tray with a cloth or napkin,especially if the cork is worn out. Serve white wine and
rose wines in chilled glasses at 8 °C to 9 °C
 Serve Champagne and sparkling wines chilled at 6°C to 9°C.
 Serve red wines at room temperature -14°C to 16°C.
 If more than 1 wine is being served, serve them in the following order:
Light before full bodied wine
Dry before sweet
Young before old
Dry white wine before red wine
 Serve white wine and red wines two-thirds full.
 Serve beer chilled in a chilled mug or pilsner. Avoid serving beer in a very cold glass as this
makes the beer appear flat and cloudy
 In pouring beer, let the beer foam by about 3/4 inch to 1 inch.
 Make sure the glass used in serving beverages is free of grease and dirt. A dirty glass makes a beer
and other drinks look flat.

OFFERING/SERVING DRINK ORDER

 Stand at the right side of the guest or beside the host with pen and order slip.
 Fine dining service requires drinks to be taken and served before a food order is taken. If wine
will be offered, wait till the waiter gets the food order so that the wine steward will be able to
make the appropriate recommendation.
 In a bar, always offer hors d’ oeuvres to compliment the drink.
 Encourage guest order wines.
 Take advantage of any celebration done in the bar or restaurant and offer a toast of wine
especially champagne.

SERVE FOODS IN PROPER SEQUENCE-LIGHTEST TO HEAVIEST

 1st appetizer
 2nd soup
 3rd salad with dressing
 4th main course
 5th dessert

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COCKTAILS AND MIXED DRINKS.

A cocktail is a type of mixed drink. This type of drink consists of base liquor, a modifying ingredient
and a special flavoring. It is often taken before meals to whet the appetite or taken during cocktail
gatherings.

COMPONENTS OF A COCKTAIL:
 The base liquor which usually consists of spirits(gin, vodka,rum etc ) and some wines.
 The modifying ingredients include liqueurs, bitters, syrup,juice, milk cream, and other mixes like
soda, tonic water,ginger ale, lemonade and colas.
 Flavoring or coloring agent complements the modifying agent. Among these are syrups, almond
extract and eggs.
 A garnish enhances the presentation of the drinks. Among the ones used are:
A slice of fruit
A slice of some vegetables
Picks and other accessories

GARNISHING

Garnishing is the sumptuous art of shaping and arranging food, capitalizing on its inherent decorative
qualities. It pertains to the embellishing of foods with some other foods.

RULES OF GARNISHING
1. The garnish should be edible.
2. It should be natural, fresh looking and clean.
3. It should be simple, not elaborate or overdone.
4. It should be suitable in character, size and flavor to the food adorned.
5. It should be neatly arranged in a fashion as to enhance food
6. It should not be expensive but must be interesting.
7. Its color should harmonize with the foods being garnished.
8. It should generally not be used to disguise the deficiencies of the food or the poor quality of the
food.
9. Highly seasoned garnishes are not in good taste.
10. The serving dish should be considered part of the garnish
11. The entire setting should be viewed as a whole in selecting the type of garnish. Balance must be
considered.

RECIPES FOR MIXED DRINKS

A recipe must contain the following:
 Name of the drink
 Ingredient and standard portion
 Standard glassware,type of ice, method of preparation and mixing
 Finishing preparations

2. NON- ALCOHOLICS BEVERAGES

Non- Alcoholic Beverages available in bars include water, soda and carbonated drinks, juices,
coffee and flavors.
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WATER- Is the bases of all beverages-both alcoholic and non-alcoholic. One of the most salable
water sold in bars and food outlets is the mineral water. A mineral water is natural water that is tapped
from a natural or drilled spring or well. Its mineral slat content gives it specific properties, which is
claimed to be beneficial to health. It contain minerals like calcium, magnesium sulfur bicarbonate and
chlorine.

TYPES of MINERAL WATER:

 Still water
 Sparkling water

SODA AND CARBONATED DRINKS- include softdrinks either in a bottle or in can.

JUICES- are obtained from juice extract of fresh fruits. They naturally natural vitamins. These are
also produced with artificial flavoring.

COFFEE - is a drink prepared out of beans.

TYPES OF COFFEE BEANS:

A. ARABICA
 The sole species or quality beans which grows and thrives at high altitudes
 Its beans mature slowly and have time to develop body and density
 Its shape is more oblong and has curving cleft down its middle.
 Ha slow caffeine content

B. ROBUSTA
 It has ability to grow at lower altitudes and cheaper to produce.
 This bean is rounded in sharp with a straight cleft down its middle
 Has high caffeine content
 It is the type you are most likely to drink when you follow instructions to “add hot water and stir”

METHODS OF COFFEE MAKING:

A. Dry method- whereby the fruit either dries on the tree or the tree is shaken or stripen. The ripe
and unripe fruit is made to spread out , made to dry and shrivel in the sun. A hulling machine is used
to separate the debris form the beans.

B. Wet Method- a method wherein the beans are handpicked, fully ripe.

BASIC COFFEE PREPARATIONS

1. ESPRESSO- Served in a shot or shots of espresso (1.5 oz).
Espresso has three parts:
 Solution- the water soluble elements
 Suspension- particles and gas bubbles that are suspended in an espresso.
 Emulsion- the “crema” in the espresso that is produced when the oils gets emulsified by the
pressure of the espresso machine.
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In preparing an espresso, extract the espresso between 20-30 seconds and put its your glass.
Foam the milk. Layer the foam over the espresso.

2. LATTE- is an espresso mixed with steamed milk.

To prepare latte, extract the shot and pour them into coffee cup. Pour milk so that it mixes with
the espresso.

3. CAPPUCINO- espresso capped with milk foam. It is either classic or dry.

To prepare cappucino, extract the espresso and put it in a glass. Foam the milk. Layer the foam
over the espresso.

4. MOCHA- espresso with chocolate steamed into the milk.

To prepare mocha, extract the shot of espresso. Be sure to cut the foam.

FLAVORS/SODA/SOFTDRINKS
 GINGER ALE- ginger ale extract with a dry after taste
 BITTER LEMON- bitterness comes from the quinine content and lemon
 TONIC- HAVE an infusion of co2 to give the drinks fuzziness
 CLUB SODA- carbonated water with mineral salts added.
 ORANGE/LIME

CLASSIFICATION OF DRINKS ACCORDING TO THE METHOD OF

PREPARATION

 STRAIGHT SHOTS- a straight shot means an ounce of liquor “up”. The glass to use will
depend on the type of liqour served i,e.
Liquor---------------------shot glass
Cordial/liqueur----snifter/cordial glass
Brandy/cognac------snifter
 ROCK DRINKS- is a straight liquor or combination of liquors(no mixture) served with ice.
These drinks are served in a rock glass, which is normally small since it is designed to serve liquor
only, without any mixture.

 HIGHBALL DRINKS- the basic mixed drinks (single iquor, single mix) can be referred to
as highball drink and is served in a highball glass. This highball glass is slightly larger than rock
glass to be able to accommodate the added mix.
 TALL DRINKS- any drink requested “ tall” is served in a tall highball glass. This glass is
slightly larger than standard highball glass to accommodate extra mix.
 STIRRED DRINKS- drinks are prepared such that the ingredients are first chilled by being
stirred in a mixing glass with cube ice. After they are stirred, the ingredients are strained into the
appropriate glass.
 BLENDED DRINKS- in this type of preparation, the drinks are prepared in a blender. Tyhis
is done when a heavy thick mixture is desired. No strainer is used with the blender because the
ingredients are already bleded with the ice to form a light cocktail.
 SHAKEN DRINKS- Is shaken with a cocktail shaker with ice. This done for heavy
ingredients like eggyolk/white,cream and milk.
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 BUILT-IN DRINKS-applies to drinks which are altogether poured in a glass but not allowed
to blend or mix.
 MIXED DRINKS- are mixture of a base( alcoholic like spirits and wine), and modifying
agent like cream, milk, etc
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