PREPARATION OF THE

DINING ROOM/
RESTAURANT AREA FOR
SERVICE
HMPE2-FBS - LESSON I
TELEPHONE
ETIQUETTE
DO TELEPHONE
Smile when you talk to people.
ETIQUETTE
DON'T
Be distracted.

DO
When you answer the phone, greet the caller
warmly and advise who they are talking to.
DON'T TELEPHONE
Shout or whisper.
ETIQUETTE
DO
Speak clearly.

DON'T
Leave the caller on hold for too long.

DO
Make the caller feel welcome.
TAKING TABLE
RESERVATIONS
TELEPHONE CONVERSATION
1. Answering the Telephone
*Standard questions
Wish the caller as per the time of
TAKING TABLE
the day: Good (morning/ afternoon/
evening RESERVATIONS
Roof Top Restaurant, Albert speaking.
How may I help you?
TELEPHONE CONVERSATION
2. Know the name of the
caller:
*Standard questions
May I know the name of the caller,
please?
May I know the name under the
reservation please?
3. Taking the table reservation TAKING TABLE
details:
*Standard questions
When would you like to book your table?
RESERVATIONS
A table for how many guests?
Do you prefer a smoking / non-smoking area? TELEPHONE CONVERSATION
l May I have your contact number please?

4. Acknowledging a reservation
request
*Standard questions
Certainly Mr. David, (use name if whenever known)
Yes of course sir or madam, (use name if
whenever known)
5. When you check the
reservations book
*Standard questions
TAKING TABLE
Please excuse me, (name), while I check our
reservations list RESERVATIONS
Please allow me to put your call on hold, while I
check the availability.
TELEPHONE CONVERSATION
6. Returning to the caller
*Standard questions
I’m sorry to keep you waiting, (name).
l Sorry to keep you on hold, (name).
7. Confirming the details
*Standard questions
I would just repeat the table reservation details: A
TAKING TABLE
table for (two) (this afternoon/on Sunday, 13th of
August) at (2:00p.m.) under the name of (Mr. RESERVATIONS
David). And your contact number is (123456789).
Is the details correct?
TELEPHONE CONVERSATION
8. Saying Goodbye
*Standard questions
Thank you very much for calling (name). We look
forward to seeing you then. Have a great day
ahead.
Dining Tools &
Equipment
Service equipment are the tools and
equipment that are used in f&b service,
it may include glass wares, flat wares,
hollow ware and china wares.
 Glasswares
The glass wares are used for serving
beverages. They are categorized as stem glass,
tumblers and footed glass.
Stem glass are the water goblets, red white
wine glasses and other cocktail glasses;
Tumblers includes soda, highball or juice
glass, pilsner and other flat-based glasses.
Footed glasses are glasses with small
stem base. Examples of these are brandy
snifter, sherbet glass and Irish coffee
glasses.
Glasswares
White wine glass Pilsner
Red wine glass Brandy snifter
Water goblet Martini glass
Champagne flute Margarita glass
Sherry Glass Irish coffee glass
Sherbet Glass Poco Grande glass
Highball Glass Shot glass
 Flatwares
Flatware are eating and serving utensils (such
as knives, forks, and spoons)
Serving spoons Cocktail fork
Soup Ladle Dessert fork
Sauce Ladle Fish fork
Table Spoon Salad fork
Dessert Spoon Dinner fork
Soup Spoon Serving fork
Parfait Spoon Cake Server
Demitasse Spoon Dinner knife
Teaspoon Salad knife
Melon Spoon Fish knife
Escargot fork Butter spreader
 Chinawares
Chinaware refers to fine dishes made of china
w/c is a translucent ceramic material. (porcelain)
Oil and vinegar Soup tureen
container Teapot
Salt and pepper Coffee pot
shaker Consomme cup and
Creamery set under liner
Cup and saucer Ash tray
Demitasse and Coaster
Saucer Small oval plate
Tea cup and under Oval platter
liner Pitcher
Sauce boat Food cover
 Chinawares
Chinaware refers to fine dishes made of china
w/c is a translucent ceramic material. (porcelain)

Round tray
Salad plate (8-8.5
Bread and butter
inches in diameter)
plate (5inches in
Fish plate (8.5-9
diameter)
inches in diameter)
Dessert plate (5 ½
Dinner plate (10
inches in diameter)
inches in diameter)
Appetizer plate
Show plate (12
(6inches in
inches in diameter)
diameter)
 PROPER WAY OF CLEANING &
SANITIZING GLASSES, FLAT
WARES, CHINA WARES & OTHER
EQUIPMENT
PROPER WAY OF CLEANING &
SANITIZING GLASSES, FLAT
WARES, CHINA WARES & OTHER
EQUIPMENT
Proper way of cleaning soiled dishes is an important way to prevent any
communicable diseases. A waiter should follow the procedures on how
to clean and sanitize all soiled utensils.
Three Bucket Method
1. Fill the sink or pan with hot water. Add enough detergent to make
light suds. Place and rinse dishes in hot soapy water
2. Rinse the dishes in ample hot water in the second sink to remove the
soap film
3. Place the dishes on the third sink prepared with sanitizing agents
6. Place the sanitized dishes in dish drainer
Sequence of Dish washing
1. Glass wares
2. Silver wares
3. China wares
4. Utensils
Washing of Utensils
1. Use a rubber mat or folded napkin in the sink when washing for glass
wares.
2. Wash fragile items one at a time
3. Handle fragile glass ware by base of the bowl rather than by the stem
4. Try to make dish washing as correctly as possible
POINT TO REMEMBER IN
SETTING UP TABLE FOR LUNCH
AND DINNER
POINTS TO REMEMBER
All forks on the left hand side of
the guest
Knives and spoons on the right
Dessert fork and spoon should be
above the plate
Bread plate with butter spreader
on the left of the fork
Water goblet at the tip of the knife
Wine glass follows the water
goblet in slanting position
Napkins either on the middle or on
the left side of the fork
Cruets on the right side of the
centrepiece
Bread accompaniments on the left
side of the cruets
Bread basket on the left hand side
Always make sure there is a
serving implement every dish
served
 That's all for
today! Thank
you so much!!
This module and lecture will be
uploaded in your LMS later along
with your Application,
Assessment and
Reflection(activities).