Toaz - Info CBLM Fbs NC II Provide Food and Beverage Services PR

COMPETENCY BASED
LEARNING MATERIALS
SECTOR:
TOURISM
QUALIFICATION TITLE:
FOOD AND BEVERAGE SERVICE NC-II

UNIT OF COMPETENCY:
PROVIDE FOOD AND BEVERAGE SERVICES (PART-1)
MODULE TITLE
PROVIDING FOOD AND BEVERAGE SERVICES (PART-1)
SCHOOL
TUY SENIOR HIGH SCHOOL
AUTHOR
ANGELITO B. PANGANIBAN
Information sheet #1.1
LO1
RESTAURANT SERVICE
A restaurant is a food outlet that serves food and beverages to dine-in customers as
differentiated from those being served in take-out counters or vending machines.
The type of service and the service procedures 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 most
items served are short orders. A coffee shop must therefore insure that foods
served are easier and faster to prepare so that service delivery can be accomplished
in shorter time.
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. In contrast to most
customers in casual dining, the diners in a fine dining usually spend their leisure time
for a dining celebration or to unwind.
3. Cafeterias, Student/industrial canteen- are meant for people with low meal budget.
It serves value meals that are usually displayed in fast food counters.

RESTAURANT LAYOUT
The restaurant layout must be designed to ensure convenience of service to both service
staff and customers. The layout usually consist of
1. A dining area
For large restaurants with seating capacity of more than 100, and the orders come in
big volume, it will be advisable to divide the dining area into stations with ach station
installed with 7 to 15 tables and about 30-50 seats. Each table must b given specific
number for easy identification.
When a big dining area is split into smaller sub-areas or station, the span of control
of a station head is smaller making supervision and monitoring of service more
manageable and easier to control.
Each station (sub area) is manned by station head (or captain waiter), assisted by
assigned waiters or food attendants. A busboy is assigned to each station and he
acts as runner to the kitchen so that waiters can concentrate on order taking and
service, without having to leave their assigned station. For a more efficient delivery
of service, waiters must be given specific table assignment.
2. Bar counter
Restaurants serving drinks are advised to set up a bar counter where drink orders
are placed and prepared. The bar area shall be equipped with a counter where
various wines and drinks are displayed. The bar is manned by a bartender (if there
are mixed drinks available) or bar waiter who is in charge of drinks preparation and
dispatching. If there is a large volume of drinks orders, a barboy may also be
assigned to assist the bartender.
3. Food Display Counter

Restaurant serving buffet or fast foods or counter items usually set up a specific
place for food display. This counter is manned by food dispatchers who must be in
complete uniform, including hair net/cap, apron an gloves.
4. Dispatching Counter
The food from the kitchen must be dispatched through a window counter so that
waiters need not go to the kitchen to pick up and assemble orders. A food
dispatcher is assigned to handle the dispatching of orders.
5. Cashier’s Counter
This is the area where the cashier is seated to attend to bill settlement. It must be
equipped with a cash register or the Point of Sales System (POS), bill forms and
receipts and other paraphernalia for cashiering. There must also be a chute for
placing bills for each table so that it is easy to retrieve bills for settlement.
6. Dishwashing Counter
The dishwashing area is placed inside the kitchen. However, there must be a
window counter where soiled dishes will be place by waiters, without having to
enter the kitchen. Washed, cleaned wares will also be picked up from this counter.
7. Service Station or Side Stand

This area is the place where preparations for service are undertaken. The station is
equipped with a sideboard or cabinet with drawers for placing the par stock of
supplies, cutleries, condiments and service equipment to be used for set up and
service.
8. Food Preparation Area

The food preparation area must be located at the back or adjacent to the dining area
so that the dispatching of orders will be faster and more efficient.
THE RESTAURANT BRIGADE
The manning requirements for each restaurant or any or any food outlet depend on the
type of service and the volume of orders.
The dining area is managed or supervised by the Headwaiter, known in French term as
Maitre d” Hotel. His service brigade consists of a station head or a captain waiter, a
receptionist, waiters and food attendants, cashier, bartender or bar waiter or 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 that 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 establishments:
1 waiter/attendant for every customer (for American or Plate service)
1 waiter for every table of 10-12 customers (for Russian Service)
1 waiter for every 5 customers (for French service with side table preparations)
1 waiter for every 20-25 customers (for buffet service)
1 waiter for every 20-25 customers or 4-5 tables (for family or Lauriat service)
A trained professional waiter can easily handle up to 15 customers for a la carte, plated
service but new waiters may not be as productive so the productivity standard has to be
adjusted based on the capacity of the assigned servers.
THE ORGANIZATIONAL SET UP OF THE SERVICE BRIGADE IN A RESTAURANT
IS ILLUSTRATED AS FOLLOWS:
FOOD/BEVERAGE MANAGER
HEAD WAITER-MAITRE D
___________________________________________________________
STATION HEAD OR BAR TENDER OUTLET CASHIERS

CAPTAIN WAITER
RECEPTIONIST
WAITERS BARBOY
FOOD ATTENDANTY COUNTER

AATTENDANT ATTENDANT
BUSBOY
JOB DUTIES OF SERVICE PERSONNEL
A. Outlet Manager
Basic Function: Oversees food and beverages operations in his assigned

outlet; ensures that service is carried out in accordance with prescribed
standards and policies.
Specific Duties:
1. Monitors the necessary preparations before the start of operations and

sees to it that all needed supplies are available and in good condition;
2. Conducts daily briefing and inspection of grooming among his staff;
3. Maintains par stock requirements; Makes requisition as needed;
4. Coordinates with the kitchen regarding out of stock items and new
promotions and disseminates said information to all dining staff;
5. Conducts regular briefing and inspection among his staff before the start
of operations;
6. Monitors the performance of his staff and sees to it that they follow
standard procedures and abide by existing house rules;
7. Receives, greets and entertains costumers, attends to their needs,
inquiries and complaints;
8. Prepares staff schedule, side duties, and assignments;
9. Conducts weekly meetings with his/her staff to discuss operational issues;
10. Looks after the set-up, appearance, and cleanliness of the outlets;
11. Supervises the safekeeping and inventory of equipment and supplies;
12. Assists in taking and serving orders whenever needed;
13. Attends to the settlement of bills during banquet functions;
B. Captain Waiter or Station Head

Basic Function: Oversees the set-up and delivery of service in his/her area
Specific Duties:
1. Supervises mis-en-place preparation; checks availability of par stock;
2. Oversees that set-up of the outlet and ensures that all needed supplies are
properly installed and provided for;
3. Monitors table service and the clearing of tables in his area;
4. Closely coordinates with his/her superior regarding the requirements and

operational problems in his assigned station;
5. Assists in order taking and service during peak hours;
6. Monitors the consumption and utilization of supplies and takes measures
to control losses and wasteful consumption;
7. Supervises daily inventory and submits inventory report to superior;
8. Prepares and submits report and documents that are required by
management. i.e. bar and stock inventory, etc.;
9. Attends to guests’ complaints and requests;
10. Ensures guests’ satisfaction, solicits feedback from them regarding the
service and food and attends to their needs and concerns.
11. Trains and coaches staff regarding service procedures;
12. Assists in taking and serving wine order;
13. Undertake table side preparation in the absence of a chef to do it; and
14. Performs other duties as maybe assigned by superior.
C. Receptionists
Basic Function: Welcomes and greets customers at the entrance and
escorts
them to their tables.
Specific Duties:
1. Receives guests, welcomes and greets them and escorts them to their
assigned or chosen tables;
2. Attends to table reservations and inquires over the phone and
disseminates to all concerned officers the details of reservations;
3. Maintains and fills logbooks/reservation book with the necessary
information and keeps all reservation signs in place;
4. Assists in the preparation of mis-en-place and in taking food orders;
5. Monitors movement in the outlet and reports to captain any unusual
incident or suspicious persons noted;
6. Attends to guest inquiries, requests and complaints.
D. Waiter
Basic Function: Takes and serves food and beverages order according to
prescribed standards of service.
Specific Duties:
1. Looks after the necessary preparation before the start of operation:
a. Wipes, prepares the necessary containers, hollow wares, napkins,
trays, cutleries, other supplies;
b. Refills salt and pepper shakers and other condiments;
c. Checks and re-stocks service stations and sees to it that the par
stock is maintained; and
d. Sets-up the table and installs required facilities.
2. Studies the menu and familiarize himself with the outlet’s specialties as
well as out of –stock items and undertakes suggestive selling;
3. Takes and serves food and beverage orders;
4. Assist busboy in placing and in picking up orders from the kitchen;
5. Assist in welcoming and in seating the guests;
6. Attend to the settlement of the bill of guest;
7. Attend to guest inquiries, request and complaints;
8. Assist in clearing soiled dishes, dirt and trash.
E. Busboy
Basic Function: dining room helper and runner.
Specific Duties:
1. Assist waiters in Mis-en-place preparation and table set up;
2. Serves bread and butter, coffee or tea;
3. Places order to the kitchen and picks up prepared orders;
4. Clears table of soiled dishes, dirt and mess;
5. Changes soiled ashtray;
6. Fills and refills water goblet with water; and
7. Does other errands in the dining room.
8. Information sheet #1.1

F. BARTENDER
Basic Function: Prepares drink orders according to prescribe standards.
Specific Duties:
1. Prepares drink orders, including coffee, following standard recipe or
procedure;
2. Opens and set-up the bar, equips it with all the required pre-operating
supplies and stocks;
3. Takes charge of storage of beverage and bar supplies;
4. Makes report on beverage sales and spoilage;
5. Takes charge of inventory of beverage consumption as well as losses;
6. Sees to it that the bar is properly stocked, clean and well maintained;
7. Attend to customer needs, request and complaints at the bar counter;
8. Checks availability of bar stocks and makes requisition when needed;
9. Serves drinks from the bar counter, if (there is any).
G. Outlet Cashier
Basic Function: Prepares and attends to settlement of customer bill.
Specific Duties:
1. Regularly checks and updates POS of current prices of food items before
the opening of the restaurant;
2. Prepares bills of customers;
3. Receives and purchases payment in the cash register;
4. Validates credit cards, processes credit card payments and other charges;
5. Prepares the required reports – cashiers report, menu analysis, etc.;
6. Receives and accounts for change funds;
7. Turns over sales to general cashier or whoever is in charge;
8. May be assigned to accomplish deposit slip and to deposit cash sales
immediately the following day;
Note: this position is not part of the service brigade but in some food outlets, the
service crew are rotated and made to do cashiering also.

RESTAURANT SERVICE EQUIPMENT AND SUPPLIES
Quality service requires the use of appropriate service equipment and utensils.
Service crew must be familiar with the various equipment and supplies for dining
service to prevent breakages and damages.
RESTAURANT SERVICE EQUIPMENT AND SUPPLIES
Equipment & Supplies Uses

Gueridon Trolley Used for table side preparation, in French Service. A
chef prepares dishes in this trolley which is positioned
besides the guest’ table.
Bussing Trolley Used to gather soiled dishes to be carried to the

dishwashing area.
Folding Side Tray stand A foldable tray stand where “ready to serve plated
food” is assembled then serves at the guests’ table. It
is placed right beside guest table.
Glass divider rack Used to store glasses. The divider in the rack is
designed to prevent glass to glass contact which can
cause breakage.
China rack Used for racking and storing china wares.
Cutlery rack Rack for cutleries. Some racks can be plugged to an
electric outlet for sanitizing purposes.
Service tray Used in assembling and serving food and drinks. The
round one is a bar tray with a cork for serving and
bussing beverages. The rectangular and oval trays are
designed for plated foods and other dishes.
Bread basket Serves as container for bread.
Menu Contains list of dishes for the selection of customers.
Menu stand and table The menu stand is where a menu is clipped and the
number table number is used to designate the number of the
table.
Change tray Change of the customer if any, is placed on this
and change tray.
bill folder Bill is presented in the bill folder.
Vinegar & sauce stand The condiments stand carries condiments while the
and Sauce boat sauce boat is a container for sauces and gravy.
Flower vases and These decorative accessories are placed at the center
Candelabras of the table.
Straw dispenser and Straw dispenser is used as container for dispensing
Tongs straws and a tong for serving ice and other items.
Cake stand For cake display
Salt & Pepper Shaker Container for condiments
LEGEND
Dinner plates – 12” – for main course 8 And 9. Cup & saucer- for coffee & tea
Fish plate - 10” – for fish appetizer 10&11 – cereal bowl- for cereal like oats &
Salad plate- 8” – for salad arros caldo, may also be used as salad
Bread plate - 6” - for bread and butter bowl.
Saucer - 6” – under liner for cup 12- monkey dish- for pickles, atchara,
Oval platter- 16” – for buffet service tempura sauce, , other sauces.
1. cream/milk container 13- stackable cereal/salad bowl
2. Sugar container 14- ash tray
3. Milk jug – container for milk used in 15 & 16-demitasse cup & saucer-for
cereals espresso single and black coffee
4. Coffee pot - for coffee 17-coffee/tea cup
5. Tea pot for tea 18-boullon cup- for clear soup like
6. Soup bowl for cream soup like consommé royal
cream of chicken, mushroom, etc. 19-salt & pepper shaker
7. Flower vase 20-egg holder- container for soft/hard
boiled eggs
21- sauce boats- for sauces and gravy
LEGEND
1. SOUP SPOON - for thick cream soup, like cream of mushroom, asparagus et.
2. TEASPOON - for coffee or dessert, like leche plan, fruit salad.
3. LONG SPOON - for ice tea, halo halo.
4. DESSERT/TABLE SPOON- for dessert; maybe used for main dish when requested or
substitute for soup spoon (if not available)
5. SERVING SPOON-for serving dishes in a buffet or family service.
6. DINNER KNIFE -for main course
7. FISH KNIFE - for fish appetizer like smoked salmon, pates, etc.
8. SALAD KNIFE -for salad like chef’s salad, Cesar’s salad.

9. DINNER FORK - for main course.
10. ESCARGOT - for seafood appetizers like snails, mussels, shell fish.
11. SALAD FORK - for salad
12. BUTTER KNIFE - for spreading butter for bread.
13. COCKTAIL FORK- for cocktail appetizers like shrimp cocktail, mango prawns delight,
shrimp pomelo, etc.
PREPARATION FOR RESTAURANT SERVICE

For a more efficient service, the headwaiter shall follow an organized system of work
distribution and mis-en-place preparation. All requirements are to be attended to and
provided for so that service can be rendered in the most speedy and efficient manner
FLOW OF PREPARATION FOR SERVICE
Checking Staff Attendance and

Distribution of Side Duties
↓
Checking Completeness and Condition

of stocks in the Service Stations
↓
Making Requisition to Replenish Stocks
Gathering Equipment and Supplies

For Set Up and Service
↓
Pre-paring Mis-en-place –
Wiping, Polishing Cutleries,
Glasses, China wares, Folding Napkins,
Filling up Condiments, etc.
↓
Stocking the Service Station

With Par Stock of Supplies
↓
Setting Up Tables and Chairs

Distribution of Side Duties and Checking of Attendance
1. The head waiter shall assemble all service personnel.

2. He shall check attendance and log down those who are absent.
3. The grooming of waiters and other service staff shall be check against grooming
standard.
4. Headwaiter shall distribute side duties and assignments of service staff i.e. table
assignment, equipments to clean and wipe, cleaning assignments, etc.
5. The staffs are oriented with some reminders, informed about new items for the day,
out of stock items, and new policies if any.
MIS-EN-PLACE PREPARATIONS
The word mis-en-place is a French term that means everything in place. In food and
beverage service we refer to it as the basic preparation before any set up and service of
food and drinks is undertaken. This include pick up of needed equipments and supplies and
preparing them for set up and service.
A. Pick Up and Cleaning of Equipment and Supplies

1. Have a list of items to be picked up and to be installed at the service station to
make sure nothing is left out.
2. Bring the requested items in a trolley or bus pans. Follow the guidelines as
follows:
a. China wares – must be piled up by tens to avoid accidental breakage.
b. Glass wares – must be placed in a glass rack
c. Flat wares - must be put in flatware rack or a utility plastic box container
by type. Place in a separate box the spoon, fork, dinner knife and spoon,
teaspoon.
If plates are to be carried by hand, do it in a way that they are secured in

both hands.
3. Check for damages and remove them from service.
Damage ones should be listed in the breakages and losses report.
B. Wiping and Polishing Service Wares

1. Prepare clean and dry wiping cloths. Make sure that the ones intended for wiping
utensils/service equipment are separated from those used in wiping hands and
wiping tables. Distinguish them by using color codes like white cloths for utensils,
blue for hands and green for tables.
2. Dry cutleries, china wares using clean, dry cloth. Do not dry them in a electric fan
as the air that circulates may carry dust and dirt. Once moist, use another wiping
cloth.
3. Wipe/polish china wares and glass wares as follows. (as demonstrated by the
instructor)
a. Wiping china wares:
1. Using a sizable polishing cloth, thoroughly wipe and polish
all surface of plates and other china wares;
2. Wipe the rim and make sure that all surfaces are
thoroughly dry. Position the plate such that the hands do
not leave finger mark on it (hand not touching the china
ware).
3. Turn to the back of the plates and wipe dry the back
surfaces.
b. Wiping glasses and cutleries
1. Bring wiping cloth into the inside surfaces of the glass and
wipe inside surface thoroughly.
2. Wipe the rim and base, making sure that hands do not
leave finger marks on the glass (hand not touching the
glass).
3. Place cutleries inside the wiping cloth and thoroughly wipe
the handle, the blades of knife, mouth (bowl) of spoon,
tines of fork.
C. Preparing the Service Station and Stocking the Side Board
To expedite the flow of service, it is advisable to install a service cabinet or sideboard
per area or station in the restaurant. Items placed on the sideboard must be checked
daily for cleanliness and condition. Make sure that each item is immaculately clean,
free of spots and smudges and without chips or damage. Any chipped wares must be
removed from service.
Procedures for Set Up of Service Station
1. Thoroughly clean the sideboard/cabinet with sanitizer and make sure it is

completely dry and free of any foul odor.
Check the station for possible pest infestation. Schedule fumigation when
needed.
2. The captain in charge shall prepare a par stock list of items to be stocked.
The par stock shall be determined on the basis of maximum usage.
A par stock refers to the quantity of stocks required to sustain an efficient

service. This is based on the maximum usage of the items plus allowance for
washing and turns over. The maximum usage varies depending on the frequency
of use by customers. In a restaurant where tables are pre-set, the initial
maximum usage of pre-set items is equal to the seating capacity. If there are 100
seats, the maximum usage of pre-set items in one meal per period will be
equivalent to 100.
Aside from maximum usage (in this example, 100), make an allowance for
washing, and another one for turnover. If the turnover is frequent – as much as
two times, it is advisable to double (X2) the maximum usage to compute for par
stock. In this example par stock will be 100 X2 = 200
The turnover rate refers to the ratio of occupied seats over the total seats
available. A turnover rate of 1.00 means all seats (100%) are taken in one meal
period. If all the seats are occupied twice in one meal period, the turnover rate is
2.00 (200%). In some cases, the turnover rate is 1.5, which means the seats are
full for the first round and half full in the second round. For restaurants with low
patronage, the turnover rate can be as low as .30 or .50 which means 30% to
50% of the seats are occupied in one meal period.
Assume the dinner plates, water glass, dinner knife and fork are pre-set in a 100
seating capacity restaurant, and the average turnover of 1.5, the par stock
requirements will be computed as:
PAR STOCK = maximum usage X 1.5
Par stock = 100 X 1.50 = 150 dinner plates,

dinner knife/fork & water glass
For items which are not pre-set, the maximum usage is equivalent to the
maximum number of order using the equipment being budgeted. For example, if
the sales record indicates a maximum of 50 ice cream orders in one meal period,
then the maximum usage for the sherbet glass used for ice cream is 50.
The required number of sherbet glasses will be 50 X 1.5 = 75
The allowance or buffer is only arbitrary. The ideal buffer shall depend on
anticipated usage and turnover.
3. Before the start of operation, the captain waiter shall check for completeness of
par stock and whether there are items in the service station that are dirty or
damaged. Glasses and cups that are chipped should be removed and so cutleries
with damaged mouths or tines.
4. If stock in the sideboard fall short of par stock, the captain must prepare a
requisition to replenish stocks, then assign a busboy to pick up the requisitioned
items from the assigned stocks custodian of the food outlet.
5. Supplies should be properly classified and arranged. Place them in their
appropriate location at the service station.
a. The top shelf should not be stocked of any items as this will be the area
where food to be served will be placed and to be picked up by waiters.
b. The cutlery drawer shall be a space for placing cutleries/ flat wares. These
wares shall be positioned lying down, separating spoon, knives, fork, etc.
c. A separate shelf shall serve as stocking area for condiments, sauces,
creamers, etc.
d. One shelf shall be allocated for china wares – plates and side plates.
e. Another shelf shall be designated for cups and glass wares.
f. Another shelf for trays, hollow wares – water pitcher, tea/coffee pots, ash
trays, etc.
6. Fold paper napkins and place them in a clean, covered container, then install
them in their appropriate drawer in the sideboard.
7. Refill the condiments – salt and pepper shaker, etc. and placed them in their
appropriate location.
8. Have a last look and check if there are other missing items or damaged ones that
need to be pulled out of repaired.
LO2
TABLE LAYOUT AND SET UP

The standard set up of a restaurant varies depending on the type of service and the
requirements of customers. Fine dining usually require pre-set up of tables before service
begins. This may not be practical for casual dining or cafeterias. Pre-ordered menus will
require a complete set-up before the arrival of guests.
STANDARD OF TABLE SET UP
1. Completeness
 All needed utensils, china wares, glasses and other equipment are set up on
the table prior to serving orders. Coffee/tea must go with sugar and milk
creamer.
 Place mat is set up when the table is not covered with table cloth. It is placed
at the center of the cover.
 Required condiments are set up before service.
 Client requirements as stated in the event order (for banquets) are available
and properly installed before the start of the function.
 If pre-set up is required, the additional cutleries are to be added to the set up
once the order has been taken. This must be done prior to serving orders.
2. Cleanliness And Conditions Of Equipments

 All pre-set equipments must be immaculately clean, sanitized with sanitizing
detergent, wiped dry and free of spots or water marks.
 There are no wobbly tables and chairs.
 There are no chipped/ stained glasses.
 No damaged, broken or distorted cutleries are set up on the table.
 Linen is fresh, clean and without spots or stains and not wrinkled.
 Placemats are clean and without foul odor.
3. Balance and Uniformity

 There is even spacing between chairs and covers.
 Cutleries are spaced at least 1/2 inch from the edge.
 For the same order of drink/food. The same glass and cutleries in all tables
are set up.
 Cutleries are aligned properly, with the same distance from the edge.
4. Order
All service equipment are placed on the appropriate side of the cover
 The glasses, cups with saucers, spoon, knife and cocktail fork are on the right
side.
 Fork and side dishes are on the left side except the cocktail fork which is
placed on the right side.
 Folded paper napkin (if used) is on the left side underneath the fork.
 Water glass is set up on the right side, about an inch on top of the dinner
knife.
 Required condiments as well as flower vase are place in the center of the
table.
 The cutleries are arranged in proper sequence following the order by which
they will be served.
5. Eye Appeal
The whole set up looks presentable.
 Presidential and buffet table are skirted for banquet functions.

 Appropriate color combinations are used.
 No eyesore 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
banquet functions.

SET UP PROCEDURES
1. Lay down the table cloth. Make sure the cloth is clean, without a spots and not
wrinkled. (watch trainer demonstration) (for illustration refer to Food Service &
Bar Tending Text Book revised edition-2008, page 18).
 Get clean and spotless table cloth with the size that fits the table. Hold
them between thumb and the first finger.
 Hold the cloth open towards you, let centerfold run straight at the middle
of the table.
 Make sure that the table top is fully covered. Also see to it that the cloth
is laid down such that the edges hang evenly on each side of the table.
2. For sanitary service, cutleries should never be placed on a table top that is not
lined with place mats or covered by table cloth. In the absence of a place mat,
the cutleries should be lined in a paper napkin.
3. Check and aligned table and chairs. Table edges and corners should follow a
straight line; chairs must evenly space. Remove from service any shaky or
damaged tables or chairs.
4. Carry cutleries to the table using bar tray. When laying down the cutleries, hold
them by the handle and never by the tines of fork or mouth of the spoon.
5. If pre-set up is required, follow the illustrations below.

Basic set up
BREAK FAST
 Flower vase on the center of the table.

 Salt and pepper shaker beside the flower vase.
 Dinner knife and fork with the knife on the right and fork on the left.
 Folded napkin on the center of the cover.
 Water glass on the right side of the cover, on top of the dinner knife.
 Coffee cup and saucer on the right side of the cover.
 Bread plate and butter knife on the left side of the dinner fork.
 Dessert spoon or fork or both on top of the cover.

LUNCH
 Flower vase on the center of the cover.

 Salt pepper shaker beside the flower vase.
 Folded napkin on the center of the cover

DINNER
 Flower vase on the center of the table.

 Salt and pepper shaker beside the flower vase.
 Folded napkin on the center of the cover.
 Show plate or under liner at the middle of the cover.
 Folded napkin on the center of the show plate.
6. Once the order has been taken, complete the cutlery set up before service
begins.
 Place cutleries on the side where they could be conveniently reached.
Whatever is used by the right hand should be p[laced on the right side
and what is used by the left hand should be placed on the left side. Place
dinner fork on the left, dinner knife on the right. Hold them by the handle
not by the tines of fork, mouth of spoon or blade of knife.
 Set up cutleries at least ½ inch from the edge.

 Glasses and beverage items are to be set up on the right side for it to be
conveniently reached by the guests.
 Set-up the condiments at the center where it is convenient to reach by
everyone on the table.
 Set up the bread plate and all side dishes on the left side.
 Make sure the logo is positioned on the top center of the plate.
 Set-up the water goblet on top of the dinner knife, at a distance of ½ inch.
 If a dessert is ordered, set-up the teaspoon or fruit fork (whichever is
appropriate) on top of the cover.
 If there is an order of wine, set up the appropriate wine glass on the right
side, beside the goblet.
SET UP FOR BUFFET
Dishes in a buffet should be arranged from lightest to heaviest. Set up shall start with cold
dishes to include cold appetizers, platters and salads with dressing. A salad plate shall be set
up for the cold dishes.
Hot dishes shall be laid down in proper sequence, following the principle lightest to the
heaviest. Sequence will be:
Soup (if any)
Rice
Pasta
Vegetables
Seafood
Chicken
Pork
Beef
A dinner plate shall be provided and also serving spoon/fork, in an under liner.

The last portion of the buffet will be the dessert, along with dessert plate and dessert spoon.
LEGEND
1. Cold dishes – appetizers, salads, cold platters

2. Cold/salad plate for cold dishes
3. Serving spoon/fork for cold dishes
4. Soup bowl for the soup
5. Hot dishes, arranged in proper sequence
6. Dinner plates for hot dishes dessert
7. Dessert plate
STYLES OF TABLE SERVICES

A. Russian service (International service)
In this type of service, food is fully prepared and pre-cut in the kitchen and the neatly
arranged in silver platters by the chef. These platters are brought to the dinning
room by the waiters who serve the guest by way of dishing out food from platter to
the individual plates of the guest. Such type of service is ideally used in banquet
functions.
The principle technique of Russian service is not every food item is brought into the
dinning room in a silver platter. This is a combination of French and American
Service.
Features
1. It is very formal and elegant.

2. The guest is given considerable personal attention.
3. It employs the use of every service wares.
4. Table setting is identical to French set up.
5. Only one waiter is needed to serve a meal.
6. The food is prepared and pre-cut in the kitchen.
7. Chaffing dishes will be use for other foods with direct plating.
8. Soup is sometimes served in a soup tureen.
9. The hot plates are set in before the guest from the right side of the guest to the
water’s right hand.
10. The food is served directly from the silver platter from the left side hand picking
or dishing out the food to the hot plate or the guest plate.
Advantages
1. Compare to French service, less staff is needed.

2. It is very elegant and entertaining.
3. Only one waiter is needed in one station.
4. It is a fast service.
5. It is less expensive the most of the service.
6. No extra space needed for equipment.
7. It guarantees equal portion because they are pre-cut from the kitchen.

8. Less waste because unused food goes back to the chef to be reused.
9. It gives the guest personal attention.
Disadvantages
1. It requires big initial investment on platters and silver equipments.

2. If many are to be served from one silver platter, the last one to be serve may see a
rather unappetizing serving platter.
3. If every guest in a party orders different dishes.
B. American Service
This is usually called “plate service” because the food is already plated in the kitchen
ready to be served to the guest. The chef prepares the food attractively on a hot or
cold plate with trimmings, garnishing and another accompaniments. Then the waiter
serves it directly to the customer from the left side. This type of service is preferably
used in the coffee shop where there is a demand for quick and simple service.
American service is less formal than French, Russian or English and is most prevalent
style in restaurant. This is distinguished by the fact that the food is dished up on
plates in the kitchen except for salad, bread and butter. Most of food is placed on
the entrée plate. Only one waiter serves the meal.
Food is served from the left side and beverage is served from the right side of the
guest and soiled dishes are cleared from the right side of the guest too.
Sauces and other garnishes are served from the left side of the guest.
This type of service is mainly used for the coffee shop, banquet and snacks. The
presentation is simple and clean as the plate with main and side dishes are prepared
neatly in the kitchen.
Features
1. Food is dished up (plates) in the kitchen and p[laced before the customer.
2. All foods are placed on an entrée plates except for salad and butter.
3. Only one waiter serves the meal.
4. Food is served from the left of the guest and beverage is on the right side of the
guest.
5. Fast service and in expensive and can be readily learned by nonprofessional
waiters with a minimum training.
Advantages
 It is a fast service.
Disadvantages
 It does not provide for elegant service that is demanded by customers who
go for service with showmanship.
C. English Service
This service is used occasionally for a special dinner served in a private dining room
of a restaurant but is more typical of a meal served by servants on a private home.
The food on platters and heated plates are brought from the kitchen and place
before the host at the head tables.
The host covers the meat, if necessary up to the entrée and vegetable on individual
plates. The host hands the plates to the waiter standing to his left, who served the
hostess, guest of honor and all other guest.
Dessert may also be served in this manner. All sauces and side dishes, and some
cases, the vegetables are on the table to be passed by the guest.
D. French service
This is a formal type of service originated for European nobility and presently
enjoyed by few who can afford time and expenses in this manner. French service is
distinguished by the fact that food is partially cooked and completed at side table in
front of the guest.
The food is brought from the kitchen to the dining room on heavy silver platters and
placed on the cart called gueridon. A small split stove called a rechaud is used to
keep the food warm. The food is complete by cooking, deboning, slicing and
garnishing as necessary and served to the guest on heated plate.
Only those foods that can be cooked, assembled or complete in a reasonable short
time are prepared in front of the guest.
Typical specialties that maybe serve in French style are Ceasar Salad, pepper stak,
flamb items, crepes Suzette.
French service employs two waiters working together to serve meals. The captain
(chef the rang) and the steward (commis de rang)
E. Buffet service
This is really a self service. Customers help themselves from a range of dishes
displayed on a buffet table. Sometimes more expensive items are carve to order at
the buffet, but often the waiter’s role controlled to clearing the tables and serving
drinks.
Features
1. Uses the large amount of plate so it can hold the foods.
2. Dinner plates appear first in the line.
3. Cold foods first and hot items last.
4. Showmanship is the key to a successful buffet.
5. Lighting is important
6. Buffet table maybe straight, L-shaped, U-shaped or V-shaped.
7. Special shapes are round, oblong, trapezoid, half round and oval.
8. To speed service, provide separate tables for dessert and drinks.
9. The buffet table should be near the entrance and where the guests are seated.

Uses of buffet
1. Guest had a choice of meals items.

2. Guest for serving a meal in a room that s located distant from the kitchen.
3. Life saver when an establishment has a limited budget.
Flow and lay out
1. It is best to have Separate Island or different parts of the meal.

2. One buffet line is to serve every 100 guest.
3. Foods can be displayed on mirrors or In ice carving or inedible.
Advantages
1. Food is put out for guest to select

2. A long table is provided on which quantity of food is displayed.
3. Ideal to use when planning to serve a large amount of guest.

MENU MANAGEMENT
A menu is a list of specific foods or dishes that fit the meal pattern selected.
Rules in Menu Planning
1. Plan several days’ meal at one time, utilizing simple menus that are easy to prepare
and serve.
2. Include more of one-dish meals like sinigang, nilaga, bulanglang, tinola, etc.
3. Plan meals that have interesting variety in color, texture and flavor.
4. Plan to serve food that are not only in season but also enjoyed by dinner.
5. Plan dishes that do not entail too much preparation at one time. If possible,
preparation can be started the day before the dish is served.
6. Consider palatable food s that are rich essential nutrients. Consult the different food
guides.
7. Make out a market list to avoid extra trips to the food store.
8. Utilized food left over and “convenience” foods when necessary.
CARDINAL RULES IN MENU PLANNING/FACTORS TO CONSIDER IN PLANNING A MEAL
1. Nutritive aspect/Nutritional adequacy –

The provision of palatable foods that is reach in essential nutrients, nutrients needs
of an individual by age, sex, body, build and activities engage in by individual.
 Nutritional value should b categorized
 Balance diet should be maintained.
2. Economic aspect/the food habits

The food budget is influenced by the company’s income; knowledge of the
marketing staff’s shopping skills, varieties of foods, and their goals and values.
 Foods in season
 Use locally available foods
 Utilize proper substitutes
 Leftover can be recycled into new dishes
3. Managerial aspect/Managerial time and skill-
The length of the meal preparation, the amount of experience, and the time
available are to be considered.
 According to your capabilities
 So that it does not make excessive use of one equipment
 So that it does not require last minute preparation
 So that preparation can be dovetailed.
4. Aesthetic aspect/and psychological aspect of food-

The proper combination of flavor, texture and shape as well as variety in color, form
and arrangement.
 Color
 Texture
 Shape
 Flavor
 Extreme temperature
5. Different in food habits

This includes the dietary habits of nationality group, regional food pattern and socio-
economic background.
 Muslim Halal foods
 Indian vegetarian
 Dietary foods
6. Suitability, availability and quality of food to be served-
 Freshness of foods
 Preparation with proper sanitation and hygiene
 Appropriate use of temperature
7. Equipments available for food preparation-

 Kitchen wares
 Hollow wares
 Silver wares
 Miscellaneous wares
Mechanics in menu planning
1. Capitalize all words except articles and prepositions.

2. The items that compose the meals should be group by courses, beginning with the first.
The items of the courses are presented in order of greatest consequence.
Example:
Broiled Sirloin
Baked Potatoes Sour
Cream
Broccoli
Hot Rolls
3. When a item on the menu has a special accompaniment, you may either place the main
item to the left and accompanying item to the right, or you may center the main item
and write the accompanying item underneath.
For example:
Braised Beef Apple Sauce
Or
Braised Beef
Apple Sauce

4. When a dish is accompanied by two or more items, center the former space the letter
on the same line to the right and left or write them on the line below;
Sesame Seeds Wafers Chicken Consome Saltines
Or
Chicken Consomme
Sesame Seeds Wafers Saltines Ry-krisp
5. The beverage appears as the last item of the courses with which it is served
6. Such item as butter, cream, sugar or salad dressing are not written on menu unless
particularly interesting or different.
7. Plan the spacing and arrangement of the items on the menu is symmetrical. Allow extra
spacing between courses: this extra space is often omitted in menus printed in books,
magazines and news paper in order to save space.
Function of Menus
1. Breakfast menu- this served during 7:00 o’clock in the morning

2. AM Snacks menu- this is usually served at 10:00 o’clock in the morning.
3. Brunch menu- this is a combination of breakfast and lunch and starts at 11:00 o’clock
in the morning.
4. Lunch menu- this is served at 12:00 o’clock noon.
5. Pm Snacks menu- this is served at 3:00 o’clock in the afternoon.
6. Merienda Cena- this is served at 5:00 o’clock of the afternoon
7. Dinner menu- this is served at 7:00 o’clock in the evening
8. Midnight Snack- this is served at 12:00 midnight.

TYPES OF MENU
1. Table d’ hote- this is a set menu forming a complete meal at a set price. A choice
of dishes must be offered at all courses, the choice and number of dishes will
usually be limited. For example
Set A cost; Php Set B Cost; Php 55 Set C Cost: Php 68

33
Orange Juice Orange Juice Orange Juice
Assorted Breads 2 pc. Fried egg 2 pc. Fried egg
w/ Ham/bacon/sausage/corne Tapa/longaniza/tocino/chicke
Butter/jam d beef n pork adobo
Jelly/marmalad Toast w/ Garlic fried rice
e butterjam/jelly/marmalade Brewed coffee
Brewed Coffee
Menus for the day: Executive lunch, Business lunch are also offered at a set price
Table d’ hote
The definition of table d’ hot menu are:
1. A fixed number of courses

2. A choice within each course
3. The selling price of the menu is fixed
4. The dishes will all be ready at a set time.
2. A La Carte- this is a menu with all the dishes individually priced. The customer
can therefore compile his own menu. A true a la carte dish should be cooked to
order and the customer should be prepared to wait for this service.
The term a la carte may be translated as “from the card”.
1. Gives a full list of all the dishes prepared.
2. Each dish is priced separately.
3. A certain waiting time has allowed for each dish.
4. Is cooked to order
Ex.
Soups
Consomme Royale -------------------------------------------Php35.00
Cream of Corn Soup -----------------------------------------------35.00
Bouillabaisse ------------------------------------------------------- 70.00
French Onion --------------------------------------------------------55.00
Salads
Mixed Green Salad ------------------------------------------------Php25.00
Ceasar’s Salad -----------------------------------------------------------38.00
Seafoods Salad ----------------------------------------------------------80.00
3. A Special Party Menu- this are menus for banquets and parties of all kinds like
birthday, wedding reception, anniversaries, debut, convention, etc.
4. Cycle Menu- a set of menus rotated to a definite pattern.
5. Selective Menu- a complete meal that provide choices or selection of courses.
Menu pattern
A. Breakfast
Fruit
Main dish or protein dish
Bread or Cereal
Beverages
B. Lunch or Supper
Main dish/protein dish/main course
Vegetable Dish
Cereal
Dessert
C. Dinner
Appetizer
Soup
Salad
Main Course- a. main dish or protein dish
B, vegetables
C, cereal
D. Dessert
E. Beverages
LO3
WELCOMING AND SEATING THE GUESTS

1. Be familiar with the set up in the dining room. Find out what tables are designed for
2, 3, 4 or 5 people and which ones are reserved for those with reservation.
2. Stay at the outlet entrance.
Approach the guest, look at each one and greet them with a smile and mention their
name and position (if known).
3. With hands outstretch, show the way to the table and say “this way please”.
4. If there is no available table tactfully inform the guest and advise them to wait at the
lounge.
Graciously look at the host and the guest as you say “I’m sorry sir ma’am but all
seats have been taken, do you mind waiting at the lounge and I’ll call you once a
table would be available”.
Do not say “we are full” as there might be seats that will be soon be vacated.
Have a waiting lounge for waiting guest to make them comfortable while waiting.
5. If the guest has reservation, make sure his table is prepared in advance. Tell the host:
“We have prepared a nice table for your party Mr./Ms. ____________, this way
please”.
Avoid asking “Do you have reservations?” This sound offensive for many guests.
6. If the guest come in groups, ask; how many are we expecting in your party” rather
than “how many are you? Or do you have companions?”
7. Lead the guest towards the table. Walk a little ahead of them when escorting them
to their table. As you approach the table asks: “Will this table be alright for you
ladies/sir?”
8. Endorse them to the captain or waiter and assist them in getting seated (if no waiter
is available).
If the waiter is on standby, tell the guest: “Our waiter Sonny will attend to you
Madame”. If the waiter is still busy, say “Our waiter will be with you in a short while
Madame/sir”.
Give them a copy of menu and say: “would you like to review the menu now while
you wait?”
9. Waiter or captain shall assist the guest in getting seated by pulling the chair a little
away from the table to allow the guest to get in, then by pushing the chair back
towards the table to make the guest get seated comfortably.
10. Once the guest gets seated, waiter may assist in unfolding the napkin on the lap of
the guest. This is done on the right side of the guest, with two fingers holding top
corners of the napkin, then carefully placing it down the lap with the right hands
towards the guests but careful not to touch the lap of the customer.
11. Record in the receptionist logbook the number of guest, time of arrival and other
remarks like nationality. This forms part of the data file regarding customer count
and profile.
BASIC PHRASEOLOGY FOR WELCOMING/RECEIVING
 Welcoming/receiving:
“Good morning/afternoon/evening, Mr.______ or sir, welcome to _____ restaurant.
May I suggest a table for you?”
 As you lead them to their table:
“This way please.”
 For a party with reservation:
“Good evening Mr._________, we have prepared a nice table for your party. This
way please.”
 If in doubt if there is any reservation:
“Are we reservation for your party sir? Or table for 3 or 4?
 When in doubt to number of guest ask:
“How many in the party sir?” Don’t say how many are you?
 When guest is a repeat patron express appreciation for the repeated patronage:
“We are glad to see you again Mr. ____________. This way, please.” You can add:
“May I lead you to your favorite table (if you know it).”
 If outlet is full and there s no more seat available:
“I’m sorry sir/ladies, but we are fully booked at the moment. Do you mind waiting at
the lounge and I’ll call you the moment we have a table available for you.”
 If waiter/attendant is not available to attend to guest:
“The waiter/attendant will be with you in a short while.”

SEQUENCE OF TABLE SERVICE
(A la carte service)
1. Welcome/greeting the guest Receptionist
2. Seating the guest Receptionist/Waiter
3. Offering of cocktail drinks Captain/Waiter
4. Filling of the water goblet Busboy
5. Serving of drinks Waiter
6. Presenting the menu Captain/Waiter
7. Taking the food order Captain/Waiter
8. Completing the table set-up Busboy/Waiter
9. Serving the food according to sequence Waiter

1st Bred and butter
2nd Appetizer
3rd Soup
4th Salad
5th Main Course
10. Clearing of table Busboy
11. Offering of dessert Waiter
12. Serving the dessert Waiter
13. Offering/Service of coffee or tea Captain/Waiter
14. Presenting/Settling of guest check captain/Waiter
15. Bidding goodbye and thanking the guest All staff

SEQUENCE OF TABLE SERVICE – ZA LA CARTE

FINE DINING WITH WINE SERVICE
1. Welcoming/greeting the guest- Captain or Receptionist

2. Offering Before-Dinner Drinks- Waiter/Wine steward
3. Serving of Bread and Butter- Busboy
4. Presenting the Menu- Waiter
5. Serving Before-dinner drinks(aperitif)- Waiter
6. Taking of food order- Waiter/Captain
7. Placing/Picking of Food orders- Busboy
8. Taking Wine Order- Wine Steward/Captain
9. Completing the table set up- Busboy/Waiter
10. Presenting and serving of white wine- Captain/Wine steward
11. Clearing of aperitif glasses- Busboy
12. Serving appetizers then soup- Waiter
13. Clearing of soiled dishes- Busboy
14. Presenting and serving of red wine- Captain/wine steward
15. Serving the main course and side salad- Waiter
16. Refilling red wine glass- Waiter
17. Clearing red wine glass- Busboy or waiter
18. Clearing soiled dishes, crumbing down of tables- Busboy
19. Offering and serving dessert- Waiter
20. Offering/serving coffee or liqueurs- Waiter
21. Presenting and settling the bill- Waiter or captain
22. Bidding goodbye/thanking the guest- All staff
LO4
SAMPLE PHRASEOLOGY IN OFFERING AND TAKING ORDER
 Offering of drink: “May I offer you a glass of refreshing drink before your meal or to
start with.”
 For lunch/dinner, offer before-dinner drinks: offer aperitif. “May I suggest a glass of
aperitif like dry martini or sweet vermouth to start your meal?”
“May I get you a bottle of chilled beer or a martini perhaps before we

serve dinner?”
“Madam, may I get you a glass of refreshing cocktail” (for bar)”
 If you know his favorite, offer it before he asks for it: “Mr. ____ shall I get you your
favorite ____________?”
 Ask follow up question: for martini, you can ask: “Would you want it sweet or
cocktail?”
For drinks ordered straight or on the rocks, ask “shall I make it double
for you?”
For scotch: “Would you like your scotch to go with water, soda or ale
on the side?”
For crème de menthe: “Would you like it frappe or on the rocks?”
 Offer “Drink of the Month” or other drink specialties:
“Do you like to try our famous (or fascinating) drink of the month, the
_____?””it’s a very special concoction of our bar manager. I’m sure
you’ll like it.”
 If asked about a cocktail, mention the base and modifying agent:
For example: peach daiquiri. “it’s a perfect blend of light rum and our
local peaches.”
For Irish coffee: “it’s a fascinating blend of Irish whisky and hot coffee,
topped with whipped cream.”
 When offering drinks to several guest in one table use variety of phraseology so as
not to sound monotonous:
For example: for the first lady, ask: “Madam, may I offer you a glass of
refreshing drink for you to start with?”
For the other lady: “And for you, Madam, would you like to join her
for a glass of (mention order of lady) or will you have a cocktail
instead?”
For the gentlemen:”And our gentlemen, shall I get you a bottle of

beer or a shot of brandy?”
For the host: “And you sir, what drink do you like to start with?”
 When the glass is almost empty:
“Shall I get you another round of (mention drink)?”
 For special occasion that calls for celebration like a birthday or anniversary:
“I understand that you are celebrating a special occasion tonight. May

I suggest a bottle of champagne to highlights the affair?”
 For a wine order, suggest appropriate wine after taking the food order:
“Sir may I suggest a bottle of red wine to complement your meal

perhaps, you’d like to see our wine list for your selection?”
 If guest is ready to0 order wine, say:
“Sir if you are ready or you have decided, may I take your wine
order?”
“Sir, if you have made your choice, may I take your wine order?”
 After taking wine order, repeat order:
“Thank you very much, sir you’re having a bottle of (name of wine).”
Wine service
 Waiter present Bottle:

 Upon presentation, say, “Sir or Mr. ____, may I present to you your
bottle of ____ with a very good vintage year (if vintage is indicated) a
heavy bodied red wine.”
 Before opening say “shall I open the bottle for you?”
 Present cork and say “Here’s you cork.”
 Before sommelier taste the wine, ask permission and say “Mr___,
may I have the privilege of tasting the wine?”
 After tasting, attendant will say:
 “You are a real connoisseur. It’s perfect choice. It’s first class.”
 Or, if wine is flat or not okay:

 “May I change the bottle for you.”
 When pouring for the host:
 “Would you like to try it now sir?”
Taking Orders
 Presenting the menu:

 “May I present to you the menu or your selection?”
 “Would you like to take a look at our menu, sir/ladies?”
 If they are ready to order:
 If you are ready, may I now take your order?”
 If they take time in ordering and you have other guest waiting, leave them first and
say:
 “I’ll be back with you shortly.”
 If they cannot make-up their mind, give your suggestions:
 “May I suggest some items? For main course, you have a choice of
________, ___________, or ______________.
 Offer house specialties:

 “Would you like to try the special of the house? It’s (give brief
description of item). Add I’m sure you’ll like them.”
 For merchandizing appetizer:
 “For your starter, may I suggest a light appetizer? We have____.”
 Offer soup:
 “Shall I also get you hot steaming soup afterwards?”
 Offer salad:
 “Shall I bring you a tossed green salad on the side.”
 You can suggest your weekly or daily:
 “Sir/ladies, would you like to try our daily/weekly special? It’s a
special serving of (mention main entrée) served with soup, salad
(other accompaniments).”
 “Sir/madam our chef had prepared a very special menu for today. It’s
a special serving of ________ served with _____.”
 As manner of preparation:
 “How would you like your steak, hamburger done?”
 Offer hor d’ouvres (for bar)

 “Sir/madam. You’ll perhaps enjoy your drink better with a serving of
hor d’ ovres. Shall I get you calamares, chicken wings or ___?”

MENU AND BEVERAGE MERCHANDIZING
The income of the restaurant is not only dependent on the number of covers sold but more
on the beverage check- the cost of every cover sold. Even if a thousand covers sold, if the
average check is only P100.00, the gross revenue will only be P100, 000. But with lesser
cover of 500, but higher average check like P300.00 the gross revenue will be P150, 000.
The big difference in the above sales comes from the average check. The additional effort
exerted by a waiter in pushing for more sales and in making appropriate suggestions is the
key factor in maximizing the average check. As much as possible, the server must be able to
sell a complete meal that will include appetizer, soup, salad and dessert on top of the
chosen dish.
Effective menu and beverage merchandizing requires product knowledge, good customer
relations and effective sales presentation. One cannot make appropriate suggestions unless
he is familiar with the menu. So all dining must be oriented on the house specialties and all
other items. They should be well oriented on the following information in as much as these
are important in suggestive selling:
1. Manner of preparation and basic ingredients
Food maybe prepared in various methods- grilled, simmered, roasted, marinated,

sautéed, pan fried, etc. The basic preparation and the basic ingredients used are
usually mentioned when describing a dish like a chicken and pork adobo is described
as “a flavorful combination of chicken and pork, simmered in vinegar and spices,
served with rice and atchara.”
2. Preparation time
A guest maybe in a hurry or must be really hungry that he wants his order must be
served immediately. But he may unknowingly order a dish that takes time to
prepare. It will irritate him if he is made to wait-out being informed how long the
waiting time is. By mentioning to him the preparation time, he can change his order
to short order.

For items requiring longer preparation, inform the guest beforehand. One can say:
“your order will take a little longer to prepare sir, do you mind waiting?”
If the dish is not yet ready, the server may offer some drinks or appetizers.
“Your crispy pata will be ready in 30 minutes; shall I get you a bottle of cold beer
while you wait or would you like to savor one of our appetizers? You have a choice of
ceviche (known as kilawin in the Phil.) an hors d oeuvre platters or calamares.”
Offer soup or salad if the guest does not like to have appetizer.
3. Standard portioning
The size of a serving is usually measured in terms of weight, quantity, etc. For
example, a standard a la carte serving of steak may be 250 grams. Some items are
served family size that they come in varying size or weight like a small order means
good for 1-2, medium for 2-3 and large 4-5 persons.
When a menu a is “a la carte”,it means that the food is portioned for one serving or
one portion. This is in contrast to family serving or lauriat which is designed for a
group.
4. Standard accompaniments
This refers to the sidings that accompany the dish. The waiter must know what goes
with a set meal so that he can inform the guest right away. Some orders also go with
standard accompaniments like regular burger may serve with coleslaw and French
fries. It often helps to mention the accompaniments for a more persuasive sale
presentation.
“May I suggest a sizable serving of our chef’s special- a tender and juicy sirloin served
with onion soup and side salad”.
5. Complementary items
One way of increasing sales is to push for items that best complement a food
ordered. Wines for instance are designed to complement a dish. A white wine goes
well with a white meat and red wine with red meat.
“May I bring you a glass of red wine to complement your steak?”

Certain items make a perfect match for some dishes. For example, a consommé or
Caesars salad is often a perfect match for steak.
A waiter can make his presentation more appealing by mentioning complementary

items, i.e.
“Our consommé goes perfectly well with your steak. Shall I get you a portion
sir?”
6. Special qualities of dish

Effective sales presentation usually requires an attempt to highlight the special
qualities of the dish. What is it in the dish that makes it a better choice- its
uniqueness, lower-fat calorie content, tenderness, juiciness, freshness, portion size,
etc.? These must be mentioned by the waiter.
“May I suggest a light yet sumptuous meal for you sir? A sizzling bean curd with
vegetables – rich in nutrients but low in fats and cholesterol.”
“You might want to try our special Mackerel Ceviche (kilawin) for a starter. It is a
marinated fresh meat of Mackerel fish, prepared Filipino style. A little spicy but truly
appetizing.” It goes very well with your beer.
“May I serve you a tender and juicy pepper steak, served with a side salad?”

Below are some of the descriptive words that can be used for a more convincing
sales presentation:
BEVERAGES
 Refreshing juice
 Light and refreshing cocktail
 Ice cold or chilled beer
 Nutritious and refreshing fruit juice
 Fascinating drink of the month
APPETIZER
 Fresh and appetizing kilawin tangigue

 Tender beef tapa
 Spicy gambas or shrimp cocktail
 Crispy fried spinach
 Light serving of our famous mango prawns delight
SOUP
 Hot steaming soup of the day

 Hot creamy mushroom soup
 Special consommé soup
SALAD
 Tossed, green or crispy salad

 Fresh and nutritious coleslaw
 Light serving of chef salad

MAIN COURSE
 Fresh seafood
 Hot and spicy Kaldereta
 Most salable dish- Bicol express
 House specialty
 Special local delicacy- pork adobo
 Tender pork loin
 Sizable serving of our crispy pata
 Tender and juicy sirloin, grilled to your liking
 Perfectly grilled, fresh pompano
DESSERT
 Fresh papaya or fresh fruits in season

 Creamy fruit salad
 Delicious ice cream or halo-halo
 Native delicacy
Use descriptive word that will describe the:
 TASTE- delicious, tasty, savory, appetizing, sweet, sour.

 COLOR- tossed green, pearly white onions, rich-red tomatoes
 SIZE- sizable serving of prime rib, substantial
 TEXTURE- juicy, tender, crispy, spicy, creamy, soft, fresh.
 SMELL- fragrant, bouquet, sweet

Sample order taking with suggestive selling
Waiter : sir, may I take your order now?
Guest : I’d like to have something light.
Waiter : May I suggest a light serving of grilled pompano – surely nutricious yet low
in calories and cholesterol.
Guest : Give me one serving.
Waiter : anything else?
Guest : Just give me rice.
Waiter : Your order of pompano already goes with rice sir. How about starting your
meal with a light appetizer like a shrimp cocktail?
Guest : No.
Waiter : you might want to start with hot steaming soup instead? You will surely love
our soup of the day, known as ___________ , or you can try our minestrone
or French onion soup, a perfect match for your pompano.
Guest : I’d like to have minestrone soup.
Waiter : since you seem to be a weight watcher, it might interest you to have your
pompano accompanied by a light, yet nutritious vegetable salad. Shall I serve
you a Caesars salad?
Guest : Give me a Caesars salad.
Waiter : Anything else sir?
Guest : That will be all.
Waiter : Sir, may I repeat your order? You’ll have one serving of grilled pompano, a
minestrone soup and Caesars salad. Did I get your order right sir?
Guest : Yes.
Waiter : Thank you. May I get back the menu?

TIPS TO EFFECTIVE SALES PRESENTATION
1. Be familiar with the menu- basic ingredients, preparation time, etc.

2. To command Attention, approach the guest with poise, eye contact and smile. Look
personable, no unpleasant body language and mannerisms.
3. Have enough guts and determination to sell. Do not be discouraged if what is offered
is turned down. Offer other options.
4. In making suggestions, try to find out guests’ preference then mention what is
available among his preference.
Would you go for steaks, chicken, sea foods or pasta?

For steaks, you have a choice of fillet mignon, porter house and pepper
steak”.
“As a seafood lover, you will surely enjoy our mixed seafoods in coconut milk,
or our shrimp tempura”.
“It seems that you are a weight watcher. Our grilled pampano or tanigue will
be perfect for you. It is served with light salad and your choice of dressing”.
5. Try to up sell. There are items that are more expensive and more profitable to sell.
Mention them when appropriate,
“Since you are celebrating a special occasion tonight, I’D like to offer our chefs
special for the day, a tender and juicy roast prime rib, served with side salad.
6. Create desire and interest on the product.

6.1 Mention your house specialties and elaborate why they are special.
“We are well known for our paella. They come in various preparations like……”
“You will surely love our steaks- a fillet mignon, chateaubriand or porter house.
They are truly tender and juicy, served with side salad soup of the day. How
about one serving for you madame?
6.2 Offer your best sellers.
“May I suggest one of our best sellers –a truly tender and juicy 10 hour roast
beef, served with a side salad. It’s a special meal for a special occasion like your
wedding anniversary”
6.3 Highlight the special features of the items and the benefits one can derive from
it. Present it such that as you talk about them, you are already stimulating the
guest’s appetite.
Mention what in the dish that makes it a better choice- its uniqueness, lower fat-
calorie content, tenderness, juiciness, freshness, portion size, etc.
“May I suggest a light yet sumptuous meal for you sir? A pan seared Norwegian
salmon with mashed potato and mango beurre blanc. It is rich in nutrients but
low in fats and cholesterol
“Our restaurant is now offering healthy options, low in calorie and without
cholesterol. One of them is our steamed tilapia, topped with garlic and olive oil.
We also have grilled pompano, served with our native salad that combines
tomatoes, eggplant and seaweeds. A meal of this kind will surely be good for the
heart”.
“Our four seasons is prepared out of fresh juices. It is full of nutrients and low in
calories”.
“I’m sure you will enjoy your beer better with some serving of appetizers like
gambas, etc”.
“It appears that there is a special occasion to celebrate. Would you like to
highlight this event with a toast of champagne?”
6.4 Suggest items that will suit the needs, taste and preferences of the customer.
Offer his favorite dish or drink if known to you.
“I believe you are calorie conscious. Our restaurant is now offering health foods
for health conscious dinners like you. We have sugarless desert like _____. You
can also try our green tea, very refreshing and known to be a very powerful anti
oxidant.”
6.5 Use convincing words or adjectives that will stimulate interest on the dish you
wish to suggest, such as:
o House specialty
“May I suggest one of our house specialties like…….”
o Salable or popular dish

“You might want to try one of our most salable items or one of our best sellers
like…..”
o Filipino local delicacy
“I know you are a steak lover but it might interest you to try one of our local
delicacies like our very popular chicken pork adobo, served with atchara.”
o Fascinating dish or drink of the month
“You will surely love our fascinating drink of the month known as pinoy sunrise; it
makes use of our local lambanog as a base.” It is a special concoction of our bar
manager.”
7. Mention complementary items.
A waiter can make his presentation more appealing by mentioning complementary

items. Wines, for instances are designed to complement a dish. White wines goes
well with white meats and red wine with red meat.
“May I bring you a glass of Chablis to complement your steak tanguigue?”
“Our French onion soup and Caesars salad make a perfect combination to your
steak. Shall I bring you one serving?”
8. Offer variety of items – meat, fish, sea foods, vegetables, etc.
9. Attempt to sell a complete meal consisting of appetizer, soup, salad, main course
and dessert. Suggest appropriate table wine; also offer coffee or tea/aperitif or
cordial.
10. To close a meal offer dessert, coffee or tea or some liqueur.

“Our restaurant is known for its native delicacies. How about tying some of them,
like home made halo-halo, leche plan or sapin sapin?”
“Would you like to complete your meal with a freshly brewed coffee?”
“Would you go for latte or espresso or mocha?”
TIPS ON BEVERAGE MERCHANDIZING

1. Be familiar with the guest favorite drink and offer it before he order.
“May I serve you a double shot of your favorite Remy Martin?”
2. While food sale is usually limited to one serving. Beverage sale can be pushed
several times until such time that the gust decided to leave the table. Once the
glass is almost empty, offer another round of drink.
“May I bring another round of beer?”
3. Be familiar with the ingredients for mixed drinks to be able to describe the drink
if ever asked.
4. Know and describe the special qualities of the drinks when asked. For instance,
one can describe a Margarita as “a perfect blend of light rum and ripe mango.”
5. Offer drinks that will best complement the food ordered. Know what wines will
be a good accompaniments for steak, fish, sea foods, etc.
6. Offer aperitif before the meal, red/white/rose wine as complement to main

course and cordials after the meal.
7. Use the right pronunciation when mentioning a drink.
8. When the drink ordered is out of stock, offer an appropriate substitute.

e.g. “I am sorry, sir, we run short of VSOP but we have Courvoisier which is as
good as Henessy.”
9. When recommending drinks, start with those at moderate price.
10. When the guest is very thirsty, recommend tall/long drinks or beer.
11. Offer dry wines/liquor for guest who are about to take their meals.
12. Offer sweet drinks to people who just had their meals. E.g. liqueur
13. Offer drinks with soda and bitters for guest who have upset stomach.

14. Offer hot drinks like hot buttered rum to guest who has colds.
15. Suggest bloody Mary for hangover as it is known to be a good antidote.
PICKING UP/ASSEMBLING ORDERS
1. Pick up of orders is normally done by the busboy who acts as dining runner.
2. Assemble the orders and gather required condiments, accompaniments, etc. i.e.
sauce and supplies (coaster, napkin, etc.) and place them in a tray.
3. Pick up orders by sequence – from lightest to heaviest. Follow sequence as:

appetizer, soup then salad followed by main course.
4. Check whether the food is for the right table and that it meets the standard portion
size, accompaniments and garnish. Check also for possible contamination. If found
defective, bring to the attention of the chef for proper action before it is served.
5. Handle trays properly. Let the tray rest on the shoulder with the palm of the hand
supporting the tray underneath. If it is still off-balance, use the other hand to
support the tray. Rest the elbow close to the hip when carrying a tray. Make sure the
bottom of the tray is clean.
6. If the order is picked by another person like the busboy and not the waiter, he
should place the food on top of the service station or a portable tray beside the
guest table. Then he shall inform the waiter that the order is now ready to be served.
7. Waiter shall pick up the assembled order from the service station, the check the
table number if correct. He shall also check completeness of items before serving
them. If there are missing side dish, accompaniments, condiments, sauce, dressing,
etc. he shall call the attention of the busboy and advise him to pick up the missing
item.

Taking an Order
Order taking is a skilful art that reflects the efficiency of both the waiter and the
establishment. An order taken down clearly and precisely would ensure that each
guest gets exactly what he has ordered and in the right sequence. This is also the time
when a waiter can prove his salesmanship by pushing through suggestions on menu
items that yield a high profit margin.
TAKING FOOD ORDER
1. With pen, menu and order slip approach the table and stand at the right side of the
host.
2. Stand erect. Look at each guest, smile and greet him or her by name and title (if
known). If you don’t know the name, address them by sir or ma’am.
A pleasant greeting with a warm smile gives an impression of graciousness and warm
hospitality.
3. Present the menu.

Present it with the cover facing the customer if two pages and if book type present it
open on the main dish.
4. Take the food order if the guest has made their choice. If they are taking time to
review the menu say: “I’ll be back to take your order”.
Ask customer if they are ready to order “May I take your order now?”
 Take the orders beginning with the ladies, then the gentlemen and
lastly the host.
 If there is an honoree, take his/her order first.
5. Write all order in an order slip in triplicate copy, 1 copy goes to the kitchen, 1 copy
for waiter and 1 copy for cashier.

 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 standard abbreviations that can be understood by both the waiters and
the cook.
 Bring one copy of the order slip to the kitchen and another to the cashier.
If a 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. The
terminal has pre-programmed list of items with their code, classifications and
unit price. Instead of going to the kitchen or bar, the order taker goes to the POS
terminal, swipes his card which identifies his name and code/ID number, then
presses the applicable code of the items and quantity of order per dish. The
order is immediately received by a terminal at the kitchen and print out of the
order is released for the dispatching of orders.
6. Take effort to sell a complete meal, suggest appetizer, soup and salad to complete
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 preference of the
customers.
7. If the order is out of stock, suggest appropriate alternatives or substitute. Tell the
guest outright when his order is not available. “I’m sorry sir, but we run short of
__________. But you might want to try_______”. Mention appropriate alternative.
Suggest appropriate alternative for out of stock items. It’s worth mentioning at the
start of order taking, the special items and those that are not available.
8. If applicable, ask the guest how he wants his dish prepared: “How would you like the
steak done- rare, medium rare or well done?” If egg is ordered: “How would you like
the eggs done sir?”
There might be some 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 or boneless bangus?”

Care must be taken in verifying orders and its preparation. Likewise any special
instruction or request of the customer regarding his order must be properly
disseminated to the kitchen to make sure the customer gets what he wants.
Order Slip
No._____
Date _______ Table No. _____________

No. of guest ______ Waiter______________
Quantity Items
2 Shrimp cocktail
1 Kilawin Tanguigue
1 Minestrone Soup
2 Cream of Mushroom
1 Tossed Green Salad
1 US Sirloin
1 Steak a la pobre
1 Mango sabayon
2 Ice crem
Separate the appetizers, soup, salad and main dishes with a line to facilitate
preparation and food dispatching
In writing the order, start with the first dish like appetizer, soup and salad, followed
by the main course then dessert (same sequence used in service).
9. Be able to identify the diners who order each item. This can be done by the color of
the dress or by using coding method as follows:

Orange juice 1. Establish a reference point. May be an
entrance, counter, side station, etc.
3
2. Identify each guest with a number.
Sprite coke
2 4
Mark the starting point with a sign as
1 illustrated.
Mango juice
_________side station__________
Example for a square table (station is the reference point
This coding system helps in preventing the embarrassing situation whereby a wrong order is
served to the customer.
10. To prevent misunderstanding, repeat the order to the customer. As you repeat,
mention the items ordered number of orders and the manner of preparation.
“May I repeat your order sir? You’ll have 1 order of fillet-mignon-medium rare, one
portion of minestrone soup and green salad; did I get your order right?”
11. Place the order to the kitchen or order station/terminal, if an 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.

HOW TO TAKE A FOOD ORDER
What to do How to do it Additional

(steps) (procedures) information
1. Approach table and Stand erect. Look at the Your pleasant expression
stand beside the guest, smile, greet them by when approaching the guest
host. the name if you know them can generate the rapport
you need to win the guest.
Stand close enough (but
not too close) to be able to
hear the guest.
Present the menu with the If the menu is book type,

2. Present the menu cover facing the guest. Give present it open in the part
on for ach, starting with the of main course, if two pages
ladies. present it close.
Ask the guest if they are If there are children start

3. Take the food order ready to order. Say; “may I with them before the ladies.
take your order now?” If there’s an honoree, take
his/her order first. Pushing
Take order beginning with the sale of other items other
the ladies, and then move than what is ordered will
clockwise till you get help your outlet generate
everyone’s order. Write more revenue. Remember:
order in an order slip to be you are not just an order
transferred to the guest taker but also a salesman.
check.
Take effort to sell a

complete meal. If guest
order the main course only,
offer appetizer, soup, salad
and dessert.
Making the guest wait for an
If the item ordered is out of item that is not available
stock, inform the guest can only irritate him.
outright and suggest an
appropriate substitute.
You do this to make sure the
4. If applicable find out In the case of meat ask how chef will be able to prepare
the manner of he wants it done, whether the food the way customers
preparation desired. rare, well done, etc. wants it. Hereby, preventing
For eggs, whether poached, possible complaints.
scrambled, etc.
Or salad, ask the desired
dressing.
Guest usually expect their
5. If the order takes In form him the order to be serve
time inform the approximate cooking time. immediately so tell them
guest outright. outright how long they have
to wait so they would know
what to expect.
6. Be salesman. Push When the guest cannot Guest expects you to know
the sale of your make up his mind as to the menu, the preparation,
menu. what order, give your time, price, manner of
suggestion preparation of portioning
- suggest your restaurant standard, accompaniments.
specialist. Write all orders legible.
- if he is dieting, suggest
those with low-calories
content.
- if he is in a hurry the
readily available items
should be suggested. Be
ready to answer the This will help in preventing
7. Write all orders in question of the guest about the embarrassing situation
pad to be transferred the food. whereby a wrong order is
to the guest check. Use standard abbreviations given to the guest.
that can be understood by
the cook.
Use a method of coding to

be able to identify whoever
order each items.
Use a table plan (as stated Also indicate the number of

above) orders for each item and the
manner of preparation
Do not forget to write your desired.
name, date, table number
and number of person in Repeating the order will
8. Repeat the order to the party in the order slip. help to check whether you
the guest. get the right order.
As you repeat, mention the Misunderstanding can be
items ordered number of prevented because mistakes
orders and manner of can be identified and
preparation as you say. corrected before the food is
served.
Example: “for your order,
you have 2 orders of
Kristina hamburger-
medium rare, or order of
tuna sandwich, etc.” then
ask: did I get your order
9. Get the menu book. right, sir/ma’am?
Say thank you as you leave

the table.

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COMPETENCY BASED

FOOD AND BEVERAGE SERVICE NC-II

Dine-in restaurants come in various types like:

Information sheet #1.2

3. Food Display Counter

Information sheet #1.3

7. Service Station or Side Stand

8. Food Preparation Area

THE RESTAURANT BRIGADE

1 waiter/attendant for every customer (for American or Plate service)

1 waiter for every table of 10-12 customers (for Russian Service)

1 waiter for every 20-25 customers (for buffet service)

THE ORGANIZATIONAL SET UP OF THE SERVICE BRIGADE IN A RESTAURANT

STATION HEAD OR BAR TENDER OUTLET CASHIERS

FOOD ATTENDANTY COUNTER

JOB DUTIES OF SERVICE PERSONNEL

Basic Function: Oversees food and beverages operations in his assigned

1. Monitors the necessary preparations before the start of operations and

B. Captain Waiter or Station Head

4. Closely coordinates with his/her superior regarding the requirements and

Information sheet #1.9

Information sheet #1.10

RESTAURANT SERVICE EQUIPMENT AND SUPPLIES

Equipment & Supplies Uses

Bussing Trolley Used to gather soiled dishes to be carried to the

Menu Contains list of dishes for the selection of customers.

Information sheet #1.13

8. SALAD KNIFE -for salad like chef’s salad, Cesar’s salad.

PREPARATION FOR RESTAURANT SERVICE

FLOW OF PREPARATION FOR SERVICE

Checking Staff Attendance and

Checking Completeness and Condition

Making Requisition to Replenish Stocks

Gathering Equipment and Supplies

Stocking the Service Station

Setting Up Tables and Chairs

Distribution of Side Duties and Checking of Attendance

1. The head waiter shall assemble all service personnel.

A. Pick Up and Cleaning of Equipment and Supplies

If plates are to be carried by hand, do it in a way that they are secured in

B. Wiping and Polishing Service Wares

Procedures for Set Up of Service Station

1. Thoroughly clean the sideboard/cabinet with sanitizer and make sure it is

Information sheet #1.17

A par stock refers to the quantity of stocks required to sustain an efficient

PAR STOCK = maximum usage X 1.5

Par stock = 100 X 1.50 = 150 dinner plates,

Information sheet #1.18

The required number of sherbet glasses will be 50 X 1.5 = 75

TABLE LAYOUT AND SET UP

STANDARD OF TABLE SET UP

2. Cleanliness And Conditions Of Equipments

3. Balance and Uniformity

The whole set up looks presentable.

 Presidential and buffet table are skirted for banquet functions.

Information sheet #2.3

Information sheet #2.4

 Flower vase on the center of the table.

Information sheet #2.5

 Flower vase on the center of the cover.

Information sheet #2.6

 Flower vase on the center of the table.

Information sheet #2.7