FOOD AND BEVERAGE SERVICE SCRIPT

( FINE- DINING RESTAURANT SERVICE PROCEDURE)

(Performance Task:Taking Table Reservation)

Receptionist: This is QNHS Restaurant. Good morning! I am
_________. How can I help you?
Guest: Hi, I would like to make a dinner reservation.
Receptionist: May I know your name sir/ma’am?
Guest: I am (First name and Last name)
Receptionist: Thank you sir/ma’am ________. When would you like to book
your table?
Guest: I will need the reservation for tonight at around 8:00 p.m.
Receptionist:  How many people will you need the reservation for?
Guest:  I am alone.
Receptionist: Where would you like to sit ma’am? A table near our
garden or a table overlooking the beach?
Guest: I rather choose a table overlooking the beach.
Receptionist: Smoking or non-smoking area Sir/Ma’am?
Guest: Non-Smoking
Receptionist: Should you have any special request, please let us know.
Guest: None.
Receptionist: All right, Mr/Ms __________. We have reserved a private dining
room for you at 8:00PM tonight.
Guest: Great! Thank you so much!
Receptionist: Thank you very much for calling Mr/Ms. ______. We look
forward to seeing you then. Thank you for patronizing QNHS Restaurant. Have a
nice day!!!
RESTAURANT SERVICE PROCEDURE
1. Clean the table and chair.
2. Wash your hands
3. Cover chair and place the chair ribbon and top cloth
4. Set the table.
5.
(LEFT: Flower vase, salt and pepper shaker, dinner fork, bread and
butter plate with spreader, table napkin)

(RIGHT: Dinner knife, water goblet, coffee spoon, cup and saucer)
W: Good evening Sir/Ma’am _______ , welcome to QNHS Restaurant. I am
___________, your assigned wait staff for tonight. Please come in sir/ma’am.
G: Thank you.
W: This way please.

(Just arrived near the table, position at the left side)

W: Would this table okay for you sir/ma’am?
G: Of course, yes.
W: Have a seat ma’am/sir.
G. Thank you.

(Unfold the table napkin of the guest to its RIGHT)

W: Would you like me to put the table napkin on your lap ma’am/sir?
G: Yes
W: Would you like to start your dinner with glass of our bestselling martini or
sherry wine sir as your aperitif?
G: No, thanks.
W: For a while sir. I’ll just get the menu for you.
G: Okay

(Pouring of water-RIGHT)
W: May I pour chilled distilled water on your glass sir?
G: Okay, Thank you.

(Presenting the menu- RIGHT)

W: By the way sir/ma’am, here is our menu for your selection.

(Taking food orders at the RIGHT- Write down in an order slip in

triplicate copies.)
W: May I take now your order sir?
G: I want hotdog on stick, cream of mushroom soup, special pork stake, and
black forest cake.

(Suggestive selling)
W: Okay sir, may I repeat your order, you have ordered hotdog on stick,
cream of mushroom soup, special pork stake and black forest cake. Would
you like to try our deliciously prepared potato salad with tuna chunks and a
bottle of our bestselling Maria Clara wine that would really complement the
food that you have ordered tonight?
G: Okay, let me try it.

(Repeating of food orders for confirmation)

W: May I repeat your order for your confirmation sir? You have ordered
hotdog on stick, cream of mushroom soup, Special Pork Stake and black
forest cake, potato salad, and Maria Clara wine for your red wine. Would that
be all sir?
G: Yes. Thank you.
W: Okay sir, your food will be served in a few minutes.
G: Okay

(Giving copy of order slip to the kitchen and cashier)

W: Chef order table number 3, Cashier order table number 3)

(Table Adjustment - Completing the table wares –PLUS AND MINUS)

(LEFT- Show plate, salad fork)
(RIGHT- Soup Spoon, Salad Knife, Dessert spoon)
(remove cup and saucer)

(Serve bread and butter on the Right)

W: Here is now your freshly baked wheat bread sir as complimentary bread of
the house. Enjoy your bread sir.

(Serve appetizer on the Right)

W: Here is now your deliciously cooked hotdog on stick in coney sauce as
your appetizer. Enjoy your appetizer sir.
G: Thank you.

(LEFT- Bust out the appetizer; RIGHT – Serve the soup.)

W: Excuse me sir. Are you done with your appetizer?
G: Yes.
W: May I clear it now sir?
W: Here is now your hot steaming cream of mushroom soup. Enjoy your soup
sir.

(LEFT- bust out the soup; RIGHT- Serve the salad)

G: Excuse me sir. Are you done with your soup?
W: May I clear it now sir?
W: Here is now your healthy prepared Potato salad with Tuna chunks sir.
G: Thank you.

(LEFT – bus out the salad)

(RIGHT -Wine Service)

(Topping up Wine bottle, get the corkscrew, red wine glass, table
napkin before wine service)
(RIGHT – Wine Service)
W: Good Evening sir. I am ______, your wine steward for tonight. Here is
now your Red wine which is Maria Clara Wine, vintage 1852. It is made out of
an exquisite blend of red wine and citrus fruits. It has a 10 percent alcohol by
volume and 20 percent in proof that would really match your main course for
tonight.
G: Okay.
W: Would you like me to open it for you sir?z
G: Yes, please.

(Open with corkscrew, present the cork to the guest and put on the
table, wipe the opening of the bottle with clean table napkin)
W: Would you like me to pour it for you sir?
G: Yes.
W: (Pour 1/8 of the glass then let the guest taste it) Would you like me to
add up more sir?
G. Yes
W: (Pour the wine glass ½ full)

(RIGHT- Serve the main course)

W: Excuse me sir. Are you done with your salad?
G: Yes
W: May I clear it now sir?
G: Okay
W: Here is now your sumptuous Special Pork Stake with buttered veggies on
its side and steamed rice. Enjoy your meal sir.

(LEFT-bus out main course)

W: Are you done with your main course sir?
G: Yes. It is very delicious.
W: Thank you sir, can I clear now your plate sir?
G: Yes, you may.

W: (Rectangular tray – take show plate with dinner plate, dinner

knife, dinner fork, salt and pepper shaker, bread and butter plate
with spreader) and then (Round tray – take wine bottle and red
wine glass)

(Crumbing at the RIGHT – wipe the table using a piece of cloth with
a saucer)
W: Excuse me sir. I’ll just clean the table.
G: Okay

(RIGHT- Serve the dessert)

W: Here is now your freshly baked black forest cake with cherry on top as
your dessert sir.
G: Thank you.

W: Are you done with your dessert sir?

G: Yes
W: Can I clear it now sir?
G: Sure
W: Sir, would you like to end your meal with a cup of coffee?
G: That would be great. Yes, I like coffee.
W: Is it brewed, decaffeinated, espresso, 3 in one, or our house specialty
hazelnut cappuccino?
G: I prefer the brewed coffee.

(RIGHT- Set the cup and saucer, teaspoon, cream and sugar
container, teapot)
W: Here is now your brewed coffee sir.
G: Thank you.

(SETTING THE BILL – Prepare the bill of the guest and put it in a bill
tray/bill folder)
G: Waiter, can I have my bill?
W: Okay sir.
W: Here is now your bill sir amounting to P 1500.00. How would you like to
settle your bill? Would you pay it in cash or charge to your credit card
G: I will pay it in cash
G: (The guest will give his cash.)
W: Sir, I received P2 000.00. I’ll be back for your change and receipt.
G: okay, thank you.

(Giving back his/her change)

W: Sir, I received P2000.00 and your bill is amounting to P 1 500.00. Here is
your P 500.00 change sir.
G: Thank you so much.

(BIDDING GOODBYE)
W: (Assist the guest with his chair) How do you find our foods sir?
G: It is really great.
W: Sir, would you like me to reserve a table for your next visit?
G: No. I will call you later.
W: Thank you very much sir for dining here in KNAS Restaurant. We are
looking forward to your next visit. Goodnight sir.
 (Remove all the table wares and set it on a rectangular tray,
remove the table cloth)

(Remember : Perform MISE-EN-PLACE for the next service)

Note:
 Food should be prepared at the Food Preparation Area
 Soiled dishes should be put at the dishwashing area.
 Always bring with you a clean table napkin/towel.

Prepared by:
FEBIS P. SINACAY
FBS Teacher

TABLE NAPKIN FOLDS

1. PYRAMID
2. BISHOP’S HAT
3. BIRDS OF PARADISE
4. ROSEBUD
5. CROWN
6. GOBLET FAN
7. SAIL
8. CANDLE
9-10 FREE STYLE
TABLE SKIRTING
1. SINGLE PLEATS
2. DOUBLE PLEATS/BOX PLEATS
3. SHIRRED
4. TULIP
5. DIAMOND
6. BUTTERFLY
7. SCALLOP
 REVIEWER IN FOOD AND BEVERAGE SERVICES NC II
(Oral Questioning)
Questions:
1. What comprises the mise-en-place?
Answers:
 Condition of tables & chairs
 Sanitary linens
 Clean & sanitized table appointments
 Flower arrangement
 Filling of condiments
 Condition of menu cards
 Knowledge of the menu for the day
2. What is a waiter’s friend?
 A cork screw or wine opener
3. What are the common electrical appliances found in the waiter’s station?
 Coffee or tea warmer
 Bread warmer
4. Give some techniques on how you can welcome guests to make them feel
comfortable and safe?
 Know the reservations for the day to have an idea as to the incoming
guests and the bulk of expected guests.
 Try to remember the names of the guests, particularly the regular
guests.
 I will always address our guests Sir/Madam, if not by their names to
show how important they are to the establishment.
 Give extra attention by asking “is there anything else that you need.”
5. How will you handle guest needs with restrictions on allergies?
 Inquire the specific restriction/allergens.
 Suggests alternative food items.
6. What are the things to do when guests complaint?
 Listen attentively and acknowledge the complaint.
 Apologize.
 Restate the complaint briefly back to the customer to show you have
listened and understood.
  Agree by thanking the customer for bringing the matter to your
attention.
 Act quickly, quietly and professionally
 Follow up if complaint was addressed
7. What is the correct temperature when serving red wine?
 Room temperature (15.5° to 18°C; 60° to 65°F)
8. Give at least five (5) common incidents that may occur in the restaurant?
  Spillages  Dealing with children
 Returned food  Lost children
 Lost property  Customer mobility
 Illness  Allergy to food
 Alcohol over consumption
 Unsatisfactory appearance
9. What is the first thing to do when incident occur?
 Acknowledge the complaint
10.Enumerate the steps of opening sparkling wine bottle?
 Prepare needed mise-en-place
 Hold battle at 45-degree angle to the body, pointed away from the guest
 Present the bottle to the host
 Remove the foil and wire cap/cage
 Place a napkin on the cork
 Twist the bottle to loosen the cork and remove the cork slowly without
sound
 Pour wine
11.Case study. Explain what went wrong.
After the guests have given their orders the waiter left the table, the waiter
returns back to the table and do up selling by recommending some menu items.
During such time, the guests changed their minds and cancelled the previous
ordered menu items, instead they ordered just the recommended menu item.
What was wrong?
12.Explain the importance of up selling to the hotel/restaurant operation?
 The guests are not aware of all the food that we offer
 Due to several selections, the guests tend to just choose some food
 Items
 There are terms that are unfamiliar to guests, unless we offer and
 Explain to them, they will not order
 We know that would complete the meal, thus we should offer it.
 We also know what food goes well with what drink
 We know that children will love to eat anything sweet, lets offer it.
 The unpopular menus can be introduced through upselling
 Above all, up selling could help increase our sales for the day
 Up selling skill is test of waiters concern for the establishment and the
manifestation of managerial skills.
Questions:
1. What are the procedures in stacking china wares and service wares?
  The procedure in stacking china wares and services wares we must follow
the Decoy system which mean stock china wares according to its size,
shape, and type
2. Could you give at least two hygienic sanitation practices?
 The two hygiene sanitation practices are proper hand washing and
maintain three proper handling of hygiene
3. What are the standard operating procedures in handling equipment?
 The standard operating procedures on handling equipment is that. Handle
dishes by the edges. Cups and silver by handle. Stemmed glass by the
stem and tumblers by the base.
4. What is the first step in checking service equipment condition?
 The first step in checking service equipment condition is Cleanliness.
Service ware is checked for chips, marks, spells and chips
 In checking the condition service equipment and service wares see to it
that
a. Glass ware and china ware are free from chips and marks.
b. Table clothes are free from foul odor and stains
c. Table and chairs are in good condition not moving or shanking
d. Flat wares are free from rust and stains and not restored
5. The different chemical cleaning agents are?
 Chlorine for sanitizing - Liquid hand soup for washing detergent/liquid
dish washing soap for tools and utensils.
 Detergents
a. Bar detergents
b. Powder detergents use for hand washing of liquids
c. Liquid detergents use for dishwashing
 Degreaser- use to remove fats and oils
 Stain remover- use to remove stains on tiles and sinks
 Sanitizer or disinfectant – to sanitize and disinfect (ex. Chlorine and
hand sanitizer)
6. What are the proper ways of cleaning and washing service ware and service
area?
 Follow the stack, segregate. Maintain cleanliness in the service area
before and after the start from the least sorted.
7. What are the duties and responsibilities of a bus boy/waiter?
 Busboy
1. Dining room helper and thinner
2. Assist waiters in mis-en-place preparation and table set-up
3. Serves bread and butter collector or tea
4. Clears table of soiled dishes, dirt and mess
 Waiter
 1. Takes and serves food and beverage order according to prescribed
standards of service
8. How will you handle guest’s complaints?
 In handling guest’s complaints. Follow the HEAT Method. H- hear the
complain of the guests, E – empathize the problem. A- ask an apology to
the guests, T – take an action to solve the problem.
9. What are the different types of food service? Can you give the difference
between each of them?
1. French Service – final type of service originated from European Nobility
2. Russian Service – combination of French and American Service, normal
and elegant. Food is served on a platter
3. American Service – formal than French, Russian or English, most
prevalent style in restaurants, only one waiter serves the meal
4. Buffet Service – a type of service in which guests selects their meal
from an attractive arrangement of food on long serving tables
10.What is the correct sequence of table service?
1. Welcoming and greeting
the guests
2. Escorting and seating the
guests
3. Serving water
4. Serving bread and butter
5. Presenting the menu
6. Taking order/ repeating
the order
7. Serving the order
8. Presenting the bill
9. Taking payment
10. Checking guests
satisfactory
11.It must always be considered when giving suggestive selling? Why?
 When giving suggestive selling, suggestions must be suited to the
lifestyle, religion taste, and needs of the customers
 Suggest appetizers, soup, and salad to complements the main dish,
offer variety of items
12.What would you do if service tray is not available during service?
 If service tray is not available during service, just use the hand service
13.How do you serve hot foods?
 In serving hot foods use under liner and give caution to the guests
14.What will you do if you spilled drinks on your guest?
 If you spilled drinks on your guests, ask an apology and replace it
15.How do you measure guest satisfaction?
 Guests satisfactory can be measured if the guests on you and give you
someone
16.What is the proper way of taking orders?
 Approach the table and stand at the right side of the host
 Present the menu
 Take the order on triplicate form, begin with the ladies
 Write down the order
 Take efforts to sell complete meal (suggestive selling)
 How it is being done
 Repeat the order to the customer for clarification and correction
 Place the order to the kitchen
17.What are the types of meal function in a room?
 The type of meal function in a room are breakfast, Lunch, Dinner,
complimentary, special guests and VIP requests
18.How will you enter in a guestroom?
 Knocks guests room courteously (3x or activate door room bell 2-3
seconds)
 Greet the guest upon entry
 Ask permission to enter
19.Give four examples of selling techniques?
 Familiarity with standards menu (ingredients, time of preparation)
 Knowing the special qualities of the dish
 Knowing other items which will implement the dish (coffee with the
specialty pastries)
 Knowing the standard portioning (good for 1 or 2 persons)
 Suggestive selling, flyers, brochures, food photos, signage’s, free taste
20.What are the things you need in preparing room service orders for delivery?
 The things you need in preparing room service orders for delivery are
utensils and table appointments such as glassware, silverwares,
condiments, china wares, bill folder, linen, table napkin, tray and
trolley, center pieces.
21.Which part of hotel the service pantry is located?
  It is located near the kitchen (pantry is a place where cold dishes are
prepared)
22.How to dismantle service trolley?
 Unloading of soiled dishes to the kitchen, wash, sanitize, dry and
stacked for the next service.
23.What are sequence of serving food and beverages?
 The sequence in serving food and beverages are: appetizer, soup,
salad, main course/ entrée, dessert.
24.What are the two types of beverages?
 Alcoholic and non-alcoholic beverages
25.What are classifications of beverages?
 Hot beverages and cold beverages
26.What are examples of non-alcoholic and alcoholic beverages?
 Alcoholic beverages- wine, beer, rum, brandy, whisky
 Non-alcoholic beverages- fruit juices, soft drinks, sparkling wine
27.What are the examples of hot and cold beverages?
 Hot beverages- coffee based beverages, tea, chocolate, milk.
 Cold beverages- fruit juices, soft drinks

28.What food goes well with red wine? Or white wine?

 White wine- salads, sea food, vinaigrettes
 Red wine- soft but will flavored red fish like salmon and tuna.
Questions to Answers:
1. What are the procedures in stacking china wares and service wares?
 Silver ware according to their sizes, lands, and shapes
2. Could you give at least two hygienic sanitation practices?
 Good housekeeping and proper hygiene
3. What are the type of the chemical cleaning agents and their usage?
 Chlorine it is used in sanitizing utensils
 Dishwashing liquids/soaps used to clean utensils
4. What is the first step in checking equipment condition?
 Check if there are damage in the equipment and test the equipment if
it is working goods
5. What are the duties and responsibility of a waiter?
 Takes and serves orders of the guests.
 Assists customers
6. What are the standard operating procedures to be followed when handling
equipment?
 Observe proper handing or equipment by handling silverware/flatware
by its waist, handle glassware by its base or by its stem and handle
chinaware base to avoid thumb mark
7. What are the proper ways of cleaning and washing kitchen wares and silver
wares?
 Follow the decoy system, scrape leftovers, and rinse it with water,
wash with dishwashing soap/liquid, rinse with water, air dry and store
8. What is the correct sequence of food service?
 Welcoming and seeing the guests
 Taking and processing the order
 Adjusting the set-up
 Serving the food order according to food sequence
 Design the table before serving the desert
 Present and process bill
 Bid the guests good bye
9. Give two types of food service and explain?
Formal Service - tables assisted service
Example:
 Russian Service – foods are in patterns when served
 American Service – foods are platted when served
 French service – foods are cooked in front of the guests
 Informal Service – self-service
Example:
 Buffet Service – foods are not served in the table of the
guest

10.What are the activities during closing time in a restaurant?

 When giving suggestive selling, always consider the order of the guest
for you to know what are the food items that you will suggest to
establishment
11.What are the activities during closing time in a restaurant?
 Cleaning the restaurant and the equipment
 Resetting for the next service
12.Which part of the hotel the service pantry is located?
 Pantry is the area where cold items such as sandwich and desserts are
prepared, it is located near the kitchen or usually near the bar

13.What are the things you need in preparing food and beverage for service?
 The service ware condiments set, centerpiece, linens
14.Can you elaborate what are the types of meal function in the room service?
 Breakfast American Continental and Filipino Breakfast
 French
15.Give two example of selling techniques?
Suggestive selling
 Food look line – describing the products
  Sinker – closing the sale by YES or NO
16.How will you enter guest room?
 Knock three times and announce room service
17.Show me how to dismantle trolley?
 Remove all the items in the trolley, check if there are damages, then
clean and sanitize it and store it properly and its proper store
18.When will you pick up door knob order?
 Daily in the morning
19.How to take order?
 Take order at the right side of the guest with your right foot forward,
write the order in the order slip in three copies
20.What is the food sequence?
 Stars with appetizers, soup, salad, main dish and dessert
21.What are the things to be considered when giving suggestive selling? Why?
 When giving suggestive selling , always consider the order of the guest
for you to know what the food items that you will suggest to complete
his food course.
 Consider also the availability of product and the specialty of the
establishment.
22.What are the activities during closing time in a restaurant?
 Cleaning the restaurant and the equipments
 Resetting for the next service
23.Which part of the hotel the service pantry is located?
 Pantry is the area where cold items such as sandwich and desserts are
prepared. It is located near the kitchen or usually near the bar.
24.What are the things you need in preparing food and beverage for service?
 The service ware condiments set, center piece, and linens.
25.Can you elaborate what are the types of meal function in the room service?
 Breakfast – American, Continental, and Filipino Breakfast
 Lunch
 Dinner
26.How will you enter the guest room?
 Knock three times and announce room service.
27.How to dismantle trolley?
 Remove all the items in the trolley, check if there are damages then
clean and sanitize it and store it properly in its proper storage.
28.When will you pick up door knob order?
 Early in the morning
29.How to take order?
 Take order at the right side of the guest with your right food forward,
write the orders in the order slip in three copies.
30.What is the food sequence?
 Appetizer, soup, salad, main course, and dessert
FBS Service:
  Mise-en-place
1. Wash hands
2. Clean the service area
3. Wash hands
4. Check and clan the equipment
5. Transfer to the service stand
6. Dry the table cloth
7. Set-up the table
 Service
8. Welcome and seat the guest
9. Lay the napkin
10. Serve water and bread and butter
11. Present the menu
12. Take and process the order
13. Adjust the set-up
14. Serve and clear the food order according to food sequence
15. Crumb the table before serving the dessert
16. Present and process bills
17. Paid the guest and say good bye.

Prepared by:
FEBIS P. SINACAY
FBS Teacher