kProviding Table Service

Unit 1: Introduction to Table Service

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

 Identify what a waitstaff is as well as his/her duties and responsibilities.

LESSON 1: What is a Waitstaff

INTRODUCTION
A waitstaff is also known as a waiter/waitress, a server or a food and beverage service attendant (F&B attendant). He/ She
is competent to provide food and beverage service to guests by assisting them in selecting food choices, serving orders,
and settling guest accounts.

As waitstaff, you should have the necessary skills, knowledge and the right attitude, such as being courteous and patient,
to be able to provide effective services in different establishments.

TOPIC 1: DUTIES AND RESPONSIBILITIES OF A WAITSTAFF

A waitstaff is a food and beverage service personnel who directly interacts with the guests. He/she has a great role in the
delivery of a remarkable food and beverage service. Being so, a waitstaff should be well-trained and experienced to fulfill
the following duties and responsibilities:

 Prepare the environment for food and beverage service.

 Welcome guests.
 Assist guests.
 Present the menu and take food and beverage orders.
 Carry out upselling strategy and provide suggestive selling.
 Present bills or accounts
 Bid goodbye and extend departure assistance.

Unit 2: Meeting and Greeting Guests

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

 Perform the proper procedure for welcoming guests.

 Carry out the steps in seating guests; and
 Present the menu and to offer service advice.

INTRODUCTION
Creating a good first impression is important in the dining room, and this usually starts with greeting the guests. The
following are the activities to properly welcome guests.

Welcome guests appropriately.

o Welcome guests within ten (10) seconds of their arrival.

o Welcome guests with a smile.

o Initiate eye contact and maintain proper body posture.

o Address female guests first.

o Make sure to establish a positive atmosphere.

Escort guests to their seats

o Never point guests to their seats. Show the way to the guests by walking in front of them.

o If you are unable to escort the guests, always ask a fellow to assist them.

o Allocate tables based on the number of the guests.

o Try to seat the guests in tables that they prefer.

Be cheerful but polite and courteous.

o Guests should be the first to enter or exit areas such as elevators, doorways, and others.
 o Always speak with a clear and confident tone.

o Guests with reservations should always be given more preference than walk-in guests.

LESSON 1: Welcoming Guests

TOPIC 1: PROCEDURES FOR WELCOMING GUESTS

Every food and beverage service staff should be trained to welcome guests upon their arrival. This way, each one will be
aware of the proper action necessary in welcoming guests. As soon as the guest enters the restaurant, acknowledge his/her
presence by greeting him/her with a smile. Afterward, the following steps should be taken.

1. Greet the guests

o If possible, greet the guests’ using prefixes like Mr., Ms., Atty., etc.
o Use “Ma’am” and “Sir” if guests’ surnames are unknown.
o Unless specifically asked, never greet guests by their first name.
o Always express gratitude for return guests.

2. Identify the host and check if the guests have a reservation.

o Check for their booking.

o Confirm booking details when a reservation is made.
o Should the guest not have a reservation/booking, ask for the number of guests, and look for available
tables.
o If there are no tables available for the guests, apologize and offer a pre-meal service while they wait.

3. Extend assistance to guests and lead the guests to their table

o Offer assistance such as taking their umbrella or coat/ jacket.

o Politely ask the guests to follow you to their tables with one arm stretched and the palm open pointed in
the direction of their table.

TOPIC 2: TYPES OF GUESTS

While most guests are just average people with average needs and who easily appreciates your help, some, however,
will test your skills and even your patience. In addition, guests with disabilities or special needs may also make you
feel uncomfortable or nervous because you may not know how to act or what to say.

 Repeat customers and regular guests.

These are guests who regularly come and eat at a restaurant where they have eaten before.
 Very Important Person (VIP) guests
These are guests of great influence or prestige. VIPs can be high-ranking government, private company officials or
anyone closely affiliated to the owner of the establishment.
 Guests with special needs
These are guests who are to be treated with extra attention and care due to having some special requirements.
Examples of guests with special needs are:

o Children

o Senior Citizens

o Differently abled Guests

o Guests with dietary restrictions

o Guests of a different culture

WWI: Word of the Waitstaff I

LESSON 2: Seating Guests

INTRODUCTION
The preferences and the convenience of the guests should be followed when it comes to identifying where they
should be seated. If guests want to sit in a particular area, it should be provided as much as possible. Once the table
is made ready and available, it is important to escort guests to their table and assist them until they are seated.

TOPIC 1: SEATING GUESTS

Procedures for Seating Guests
1. Escort and lead the guest towards the table
2. Seat the guest
3. Waitstaff’s self-introduction
4. Serve water, the starters or present the menu

Tips for Seating Guests

Here are some tips for seating guests:

 Avoid using a four-seat table for one or two guests unless there are no other tables available or no smaller table
will be immediately available.
  Loud/noisy parties may be placed in private rooms or towards the back of the dining room so that they will not
disturb other guests.
 Elderlies or handicapped guests may wish to be placed near the entrance of the room so they do not have to walk
too far.
 Children below two years old may require highchairs and be seated near their parents or a caregiver.
 Young couples prefer to sit on quiet corners.
 Help guests by pulling back their chair when they are about to sit.
 Provide seats for the bags of female guests or indicate where they can hang their bags.

TOPIC 2: OFFERING PRE-MEAL SERVICES

Some guests arrive prior to their reserved time or before tables are ready. Such situations call for food and beverage
service attendants to offer and provide pre-meal services. Pre-meal services are provided to accommodate guests who
have to wait due to certain circumstances. Providing pre-meal services is also another opportunity to increase the sales.

Examples of Pre-meal Services

Indicated below are the common forms of pre-meal services:

 Bar Service
 Lounge and waiting areas
 Individual needs such as:
o Reading materials
o Free refreshments
o Telephone Service
 Valet service
 Business-related services
 Participation in in-house events and promotions

LESSON 3: Presenting the Menu

INTRODUCTION
Once the guests have been seated, the menu and the beverage list can already be presented. However, timing plays an
important role when it comes to presenting the menu to guests. To identify whether guests are ready to make an order,
keen observation is required.

Tips for Presenting the Menu

The following tips can help you in presenting the menu and the drinks list.

 If the beverage menu is separate from the beverage list, present the beverage list first.
 Open the menu before presenting it to the guests.
 If the menu is divided into meal periods, open the menu on the appropriate page. Open the menu before
presenting it to guests. If the menu is divided into meal periods, open the menu on the appropriate page.
 Present the menu to the guests from the right-hand side.
 Copies of the menu should be enough to provide one for each guest.
 Menus should be suitable for the guests.
 If necessary, children’s menu or translated menu can be provided.
 Guide the guests through the menu.
 Indicate other forms of the menu such as menu lists posted on the walls of the establishment and tent cards placed
on the tables.
 Excuse yourself and give the guests ample time to decide which menu item to order.

TOPIC 1: MENU KNOWLEDGE

Menu knowledge is the information regarding all the food and beverage items available in the establishment. It is shown
by effectively providing assistance to guests and by carrying out sales strategies efficiently. As a waitstaff, you should be
aware of the food items on the menu, restaurant amenities, promos offered, ingredients used, possible allergens, the
method of cooking and complimentary food and wine combinations among others.

TOPIC 1: MENU KNOWLEDGE

Sources of Menu Knowledge
Menu knowledge can come from various sources which can be found in and out of the food establishment you are
working in. The sources of menu knowledge can be classified into two: internal and external. Internal sources of menu
knowledge can be written materials or any work-related activity that an F&B staff does. Meanwhile, external sources of
menu knowledge are things, people, and event that you as an F&B service staff encounter outside the workplace.
Required Food Knowledge
A waitstaff is expected to have all the answers ready for his/her guest. As a food and beverage service attendant, you
should be familiar with the answer to the following food question.
Required Beverage Knowledge
As a waitstaff, you should have an idea of what drinks are on the menu. You should be familiar with these items so
you can answer questions from guests. The following are some of the most important beverage knowledge that you
should have.
Possible Food and Wine Combinations
In the food and beverage service industry, the food and the beverage must go well together. The combination of food and
beverage items can make or break the food experience of guests. As a waitstaff, one is likely to encounter guests who
might need assistance when it comes to deciding what beverage should be partnered with the dish they ordered.

TOPIC 2: PROVIDING ADVICE AND INFORMATION TO GUESTS

In the everyday operation of a restaurant, you as a food and beverage attendant will be faced with questions from
various guests. When faced with questions related to food choices, you should be knowledgeable and capable enough to
respond.
The following are some of the measures you should undertake to be able to provide advice to guests effectively.

1. Observe, listen and address the guest promptly.

2. Ask questions.
3. Respond clearly.
4. Use descriptive words
5. Avoid saying, “I don’t know”

Dietary Requirement of Guests

There are instances when you will encounter guests who have a certain special dietary preference or cultural
requirements that you need to accommodate. Some of the reasons can be health conditions such as allergies,
hypertension, and diabetes but it can also be because of the following specific diet and cultural necessities.
Unit 3: Taking Food and Beverage Orders
At the end of this unit, you should be able to:

 Perform the proper procedure for taking food orders.

 Identify the modes of taking orders and the technology involved.
 Carry out suggestive selling and upselling strategy.

LESSON 1: Taking Orders

INTRODUCTION
One of the most known duties of a waitstaff is taking food and beverage orders. Orders serve several different purposes.
More than others, an order informs the kitchen and a bar staff what menu items to produce. It also informs service staff of
changes in the table setup. That is why it is important that food and beverage orders are taken accurately.

Taking an order reflects the efficiency of both the waitstaff and the establishment. An order taken down clearly and
precisely would ensure that each guest gets exactly what he/she ordered at the right time. It is also a time for the waitstaff
to prove his/her selling skills by suggesting menu items that yield a high profit.

TOPIC 1: IMPORTANT INFORMATION ABOUT THE ORDER

In order to provide the orders correctly, food and beverage attendants should accurately record the following details:

 General Information
o Table identification
o Number of guests (pax)
o Items ordered.
o Identification of the waitstaff

 Guest Requests
o Timing of service
o Dietary and/or cultural requirements
o Personal preferences (doneness of the steak, alterations to standard menu items)
o Additional orders

Modes of Taking Orders

The modes of taking food and beverage orders vary depending on the establishment.
The following are the common methods orders can be taken:

 Memory
In this method, a waitstaff depends on their memory to remember which guest ordered what food item. This
practice is common among small-scale restaurants and bars.
  Paper-based Order Forms
This mode of order-taking is characterized by the use of forms to be filled out by the waitstaff or the guests. Some
ordering systems in this mode are:

1. Blank Order System- the waitstaff use a blank pad of paper where they will be making a chart containing the
details of an order.
2. Docket System -the waitstaff is provided with a form to fill out with information about the order.
3. Checklist System- the waitstaff will check the menu items ordered by guests. In some establishments, the
waitstaff uses a checklist containing the menu items which they can check as orders arrive.
4. Guest Check System - similar to the checklist system but guests here will be checking the menu items himself
instead of the waitstaff.

 Electronic
Digital devices are used in this mode of taking orders. The following are some of the ordering systems included
in this mode.

o Point of Sale (POS) System - this system captures data and customer payment information on the same spot
where the good or the service was sold. This ordering system is characterized by devices such as cash
registers, optical and barcode scanners, computers and magnetic card readers.

o Handheld POS System - an orderings system characterized by the use of portable devices such as tablets and
small hand-held computers to orders.

TOPIC 2: PROCEDURES FOR TAKING ORDERS

After presenting the menu, the guest may or may not make an order right away. For this reason, it is important that you
observe for cues that will indicate if a guest is ready to make an order. Some of these cues are closed menus, menus laid
on the table and guests looking around for a waitstaff. If these cues were observed, you can already approach the guests to
take their order.

Orders define the revenue of the restaurant. The number of items and the cost of each contributes to the overall sales
of the establishment. Being so, it is important that as a waitstaff, you have the proper training and attitude when it
comes to operating the ordering system.

 Observe honesty and integrity- Do not state in the account any item that is not received in any way by guests.
 Do it fast- In every establishment, it is important that internal processes such as compiling the accounts of guests
should not be done at the expense of the time of guests. Speed is necessary but accuracy and honesty are even
more important.
 Be as accurate as possible- Make sure that all entries are well stated in the account. Guests should not be
overcharged, nor should the restaurant lose money for a product provided.
 Keep it concise-Each account should have the necessary details to explain the nature of charges without creating
confusion or raising suspicion.
Paper-based Order Taking
Procedures for Paper-based Order-Taking
1. Approach the table.

Maintaining a positive attitude and eye contact, approach the table. Stand on the right side of the guest, slightly lean
forward and ask the guests if they are ready to make an order. If guests are not ready to make an order yet, give them
enough time and wait for three to five minutes.

2. Sell menu items proactively.

Taking orders is the ultimate opportunity for the waitstaff to make sales for the restaurant. A food and beverage service
attendant should be able to carry out the selling strategies of the establishment. This includes suggestive selling or
recommending guests to purchase menu items that are on easily prepared or with high-profit margins. Also, a form of
suggestive selling is recommended for guests to upsize meals or purchase meal packages.

3. Take the order.

While taking orders, you should note the sequence of how orders were taken corresponding to the seats. Older men should
be asked for their orders first followed by the ladies and other. Make a notation or a coding in your order slip to identify
which guest ordered the food. This will eliminate the need for you to ask the guests again to whom orders belong to. The
host is the last to be asked. If the host is not identified, you should ask if payment is on separate checks.

Take the beverage orders first. Place the order at the bar and come back for the food orders. Take note of special
instructions from guests such as how steak should be cooked, if dressing will be served separately, which dishes will be
served later and others. If guests did not order desserts at the start, come back with the dessert menu once they are done
with their meals.
4. Repeat the order.

The waitstaff should repeat the order clearly and confidently. Guests should be asked whether they want a particular dish
to be served at a particular time or if they want the dishes to be served all at the same time.

5. Thank guests.

When the orders of the guests have been confirmed, thank the guests and collect the menu politely before leaving the
table.

Tips for Taking Orders

The following are some measures you can undertake in order to take food orders efficiently and properly.

 If taking orders manually, make sure to write legibly and completely in order not to omit important details. Use
appropriate and uniform abbreviations practiced in your restaurant or as directed by house policy in order not to
confuse the personnel who will be preparing the order.
 Take orders with the most minimal disruptions or inconvenience to guests.
 Stand erect to the right side of the guest. Bend slightly forward in an attitude of close attention.
 Maintain eye contact with the guest.
 If there is no host, you should ask if payment will be on separate checks.
 Inform guests if serving portions are meant for sharing or not.
 Give attention to orders particularly on special request. Be sure that you understand what each guest wants.
Repeat orders as you write it down to prevent errors and guest displeasure. Pay particular attention to the
following order preference the guests may have:
o Preparation and variations of accompaniments.
o Specific reference to “doneness” of steak or fish
o Whether drinks should be iced
o Choice of salad dressing and vegetable or side
o How eggs should be cooked
o When to serve coffee
 Record beverage order separately and ask when the beverage is to be served. Food and sodas are recorded
separately from cocktails and other spirits because of the difference in the taxes imposed by the government.
 Number the guests. Typically, the order of the eldest/senior or the lady in the group is taken first. The sequence
proceeds clockwise around the table.
 Never address guests by their first name.
 Repeat the order for confirmation. Write your name or initials on each order slip so if the kitchen staff does not
understand what is required, they will know who to ask.

Tips in Relaying Information to the Kitchen

After the order has been taken, it should immediately be brought to the preparation points. Usually, an order will have
three copies, one for the kitchen or the bar, another for the cashier and the last one remains with you, the waitstaff to help
in serving the orders.

The following are the other activities you should undertake in order to communicate food orders well.

 Remember that the kitchen is busy- Take the time and make the effort to get your message across correctly.
Placement of orders should come on a first come first served basis.

 Get their attention first- Announce if an order has been placed loud enough to be heard by everyone in the kitchen
without annoying the staff. Make sure that the orders are received by the kitchen staff.
 Highlight special requests - Point out the special request on the actual docket. It is standard practice in manual
ordering system for special requests to be circled on the docket to highlight them. If possible, get them to repeat it
back to you to verify they have understood what is required.

TOPIC 3: ADJUSTING THE COVER ACCORDING TO THE ORDER

Some establishments require the waitstaff to adjust the table set up after guests have made their orders while others do not.
Nonetheless, as a food and beverage service attendant, you should know how to arrange the table setup depending on the
menu items ordered by guests.

Necessary Cover Adjustments to be Made

After the orders of the guests have been identified, the appropriate tableware should be placed or retained while the
tableware which will not be used should be removed. The following are some of the necessary adjustments to be made
when setting a table appropriate for the order.

Adjusting the Cutlery

o Remove the cutlery of dishes that were not ordered.

o Replace cutlery items with the necessary ones such as the main course knife with a steak knife for guests
who ordered steaks and a soup spoon if guests ordered soup.
o In some establishments, dessert cutlery is provided together with the dessert item while in some, dessert
cutlery is provided before any food item was served.
Adjusting the Glassware

o Remove all wine glasses when guests did not order any wine.
o Place wine glasses appropriate for the ordered wine.
o Add another type of wine glass when guests ordered more than one type of wine.

Adjusting the Service ware

o Provide serving utensils for food served on platters meant for sharing. Extra plates or bowls should also
be provided.
o Add sauce boats for guests who ordered dishes with sauce or gravy.
o Provide cake slicer and dessert plates for guests who brought a cake.

Procedures for Adjusting the Table Setup

There are three (3) things a waitstaff should undertake when preparing the table according to the orders of guests.

1. Identify

Take note of the items that need to be removed, retained and added. The tableware that will not be used by the guests
based on what food and beverage items they ordered should be removed and returned properly to the waiter's station
while the items which will still be of use to guests should be retained. The tableware which will be used by guests
but not set on the table should be added.

2. Obtain

After the necessary tableware have been identified, the items should be obtained. It is expected that the waiter’s
station contains them all. When obtaining items from the waiter’s station, the tableware should be loaded on a
clothed tray to carry them to the table.

3. Adjust

Start adjusting the table set up of guest number one and work clockwise around the table. Remove or replace knives
first from the right-hand side of guests and then the forks from the left-hand side of guests. Never lean across in front
of the guests when adjusting tableware.

Unit 4: Serving the Orders

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

 Observe the guidelines for providing the different service styles;

 Perform the proper procedures in serving food and beverage orders properly; and
 Determine the benefits and observe the guidelines for ensuring guest satisfaction.

LESSON 1: Serving Dishes

INTRODUCTION
The food that the guests eat is just one of the important parts of the dining experience. Another equally important element
in providing food and beverage service is the way the food was served. Service of food can tell the difference between a
good restaurant and a lesser one. Having said so, it is a must that food orders are served properly. This lesson presents
topics necessary for a waitstaff to serve dishes the proper way.

TOPIC 1: STANDARDS IN SERVING

Before dishes are delivered from the kitchen to the tables and before food orders are served to guests, you should be
familiar with the following standards which include the collection of food from the kitchen, the carrying of dishes to
the table and the service of the food to guests.

 Collect and serve food promptly.

 Check food items before serving.
 Deliver the dishes properly.
 Serve dishes on the table properly.

TOPIC 2: CARRYING THE PLATES

Carrying plates is just one of the many important skills a waitstaff has to acquire. And just like any skills, practicing will
improve an efficiency of an F&B attendant in carrying plates. There are two methods in carrying plates - first is carrying
two plates in one arm and the other is carrying three plates in one arm.
Methods of Carrying Plates
There are two methods in carrying plates - First, the Two-plate Method or carrying two plates in one arm. Second, the
Three-plate Method or carrying three plates in one arm. Below are the procedures for carrying plates using the Two-plate
Method and Three-plate Method:

 Two Plate Method

1. Carry the first plate. Use your thumb, index finger and middle finger to hold it.
2. Put the second plate on the base of your thumb and your forearm. Support it with your ring and
smallest finger.

 Three Plate Method

1. Carry the first plate. Use your thumb, index finger and middle finger to hold it.
2. Secure the second plate under the first plate.
3. Support the plate using your ring finger and middle finger.
4. Place the third plate on your forearm. Let its edge rest on the rim of the second plate for support.

Tips for Carrying Plates

Here are some tips you can use as you practice carrying the plates:

 Do not let the plates get too close to each other as this might deteriorate the presentation of food.
 Always take time to practice carrying three plates.
 Never carry more plates than you can handle.

LESSON 2: Styles of Service

INTRODUCTION
The sequence of food service carries a long gastronomical history. The basic principle behind the arrangement of the meal
courses came from the ancient Greeks who served food from cold to warm and light to heavy to make sure that the
following dish is not overpowered by the first one. Meanwhile, the French are known for their classic food sequence with
up to 17 meal courses. However, in the as time went on, several service styles emerged. This lesson presents the most
common service styles a waitstaff needs to be familiar with.

TOPIC 1: PLATED SERVICE

The nature of plated service can be both simple and complex. In this style of service, food is prepared in the kitchen and
served to the guests on plates. It is the fastest of all types of service and requires the least amount of skills of the waitstaff.
Equal portioning and uniformity in the appearance of similar dishes are given attention.

Characteristics of Plated Service

Plated service also includes the following features:

 Tables are pre-plated and preset with the necessary tableware.

 Food is prepared in the kitchen.
 Table setting differs per meal period. Breakfast, lunch, and dinner have varying table setups.
 All food items are served from the right side of the guest using the right hand of the while beverages, salads
and bread and butter are served from the left side of the guest using the left hand.
 Bread is served in baskets for informal occasions while served on plates for formal events.
 Tables are cleared from the right-hand side of the guest.
 Sometimes, tables are crumbed before the dessert is served.

Guidelines for Providing Plated Service

1. Serve plated food from the right of the guest, using your right hand.
2. Move in a clockwise direction around the table.
3. Clear plates from the right side of the guest, using your right hand. Stack them on your left hand, wrist, and
forearm. Move in a clockwise direction.
4. Items located on the left side such as bread and butter plate, fork and others are cleared from the left side of the
guest. Do not reach the front of the guest.
5. Serve beverages from the right side of the guest with your right hand, going in a clockwise direction.

TOPIC 2: SILVER/ SPOON AND FORK SERVICE

Characteristics of Silver Service or Spoon and Fork Service
Silver Service or the Spoon and Fork Service are commonly used for banquets and formal sit-down meals where all the
guests are having the same menu. This style of service includes the following features:

 Food is brought into the dining room on a platter and is served by the waitstaff to the plates of guests which have
been previously set before they arrive.
 Requires a lot of manpower because guests need to be served all at the same time.
 Utilizes the use of heavy tableware and a large number of platters while serving guests.
  Coffee is served at the end of the meal.
 Utensils are always in the right hand, the service platter is always in your left hand, regardless of right-handedness
or left-handedness of the service personnel.
 The waitstaff needs special training in portion-service.
 More appropriate with state dinners.

Guidelines for Providing Silver Service

 Use a large serving spoon and fork for easier service of food.
 Hold food platters as close as you can to the plate of the guest but never allow the platter to touch the plates
of guests.
 Move quickly in a clockwise direction so as not to lose the proper serving temperature of the food.
 Stand slightly behind to the side of the guest, with your feet together and back straight.
 Lower your body using your legs and keep your back straight.
 Keep the platter leveled and balanced.

Steps in Handling Serving Spoon and Fork

1. The service fork should be on above the service spoon.

2. Place the ends of the service spoon and fork at the center of the palm of your serving hand.
3. Using your thumb and middle finger hold the stem of the fork.
4. Support the stem of the serving spoon using your index finger.
5. Hold the tail-end of the stem of both the serving spoon and serving fork using your ring and smallest finger.

TOPIC 3: FAMILY STYLE

In the Family style of service, the guests serve themselves from a selection of food arranged on the table. The best
example of this service is a Chinese Lauriat where all the food items are placed on a turntable at the center of the table.

Guidelines for Providing Family Style Service

 Prepare all dishes in the kitchen.
 Place dishes on serving platters, casseroles or tureens.
 Delivers and place all food orders at the center of the table.
 Take and served beverage orders to each individual.

TOPIC 4: BUFFET SERVICE

Buffet service is becoming a popular style of service next to the plated service. A buffet offers a variety of food that could
have a spread from appetizers to desserts displayed on a long table.

Instead of a waiter serving at the guest’s table, guests choose their food from the buffet set-up. Servers can assist the guest
in getting food or guests serve themselves of their own choice.

Guidelines for Providing Buffet Service

 Serve hot items on chafing dishes to keep them warm.

 The tableware can be laid down on the buffet table or set up on tables of the guests.
 Refill chafing dishes when necessary.

Topic 5: BANQUETS
A banquet is a large public meal complete with main course and dessert. For restaurants that operate banquets, it is often
referred as a big source of revenue.

Technically, a banquet is not a service style. A banquet is a large set of meal known for its pre-determined menu and set
number of guests. A banquet commonly uses the Plate service but the buffet and family are now popular styles of serving
the guests.

Communication between the waitstaff and the kitchen is crucial for an efficient and smooth banquet service.

Characteristics of Banquet Service

A banquet is known for the following:

 Pre-determined menu
 Set number of guests
 Food may be positioned on a display table (buffet) or on the tables of guests (family style).
 Food can also be passed around on platters by the servers.
Topic 5: BANQUETS
Types of Banquet Service
Standing Cocktail

 Designed so people will socialize.

 Food served are easy to be eaten using the fingers.
 Popular for cocktail parties and receptions.
 Servers walk around the room with food and beverage items on trays or platters.

Seated Banquet or Special Occasion Functions

 Tables are set and guests can either choose a seat or are given designated seats.
 Food will be served by the waitstaff.

Procedures for Providing Banquet Service

Banquet service can be divided into the following stages. In each stage, the banquet staff has to undertake the
following measures in order to provide banquet service properly.

 Set up and Prepare

Tables and chairs should be arranged according to the set-up style, theme, and other requirements agreed upon by the
establishment and the event organizers. The staff should also be oriented about the delegation of tasks and stations in
order to provide them enough information to carry out their duties effectively.

 Seat and Greet

Similar to the other types of food service, the waitstaff in banquets are also tasked to greet and seat guests as they
arrive. They may also be in charge of assisting guests to their seats when seating arrangements were pre-determined.

 Serve Dishes and Clear Tables

Banquet waitstaff should be informed about the sequence of the service of food and beverage items. They should
also be coordinated with the kitchen staff to ensure that the entire table will be served at once.

 Closing the Service

When the event is done, the banquet staff will also need to remove table setups and to fetch tables and chairs and
place them in proper storage.

LESSON 3: Serving Beverages

INTRODUCTION
The standard practice when serving beverages is to deliver it to the guests as soon as possible. Give the order to the bar
and if there is an urgent thing you need to do, make sure that it will take one to two minutes only so you can collect the
drinks immediately after.

Commonly, drinks are served three times throughout the meal. First, beverages will be served before guests start eating.
Then, drinks are served to accompany the dishes ordered by guests. The third will be the after-dinner drinks served at the
end of the meal.

Included in this lesson are topics on the proper way of collecting beverages, carrying the drinks tray and serving the
beverages on the table.

TOPIC 1: COLLECTING AND SERVING BEVERAGES

Drinks should be served to guests as soon as possible. This must be done correctly and properly in order to provide the
best beverage service to guests. To do so, the following are the measures to be undertaken when collecting beverages.

 Make sure that the drinks are what was ordered.

Check if the beverages are prepared based on the order of guests.

 Check if there are enough drinks for everyone on the table.

There should be a drink for everyone. When serving wines, there should also be enough glasses for each guest.

 Check the presentation.

All beverages should be presented properly. The correct glassware should be used and the drinks should be garnished
appropriately. Glasses should not be overflowing to avoid spillage.
  Politely point out any issue with the bar person.

For instance, when a drink has not prepared the way what the customer has requested or for any circumstance relating to
the improper preparation of beverages, the bar attendant should be informed politely in order to resolve the issue
immediately.

Loading the Bar Tray

Guidelines
for Loading the Bar Tray
A bar tray should be used even when collecting only one beverage item. As a waitstaff, you should be familiar with the
proper way of loading a bar tray.The following measures should be observed when loading a bar tray.

 Place tall glasses nearest to your body.

 Heavy glasses should be positioned in center of the tray.
 Smaller and lighter glasses should be around the edge of the tray.
 Use a tray liner or a rubber mat especially for trays without non-slip surfaces.

Serving Beverages
Tips for Carrying the Bar Tray
Below are some tips for carrying the bar tray.

 Carry the tray with the left hand so the right hand will be available for serving.
 Never hold the tray by the rim.
 Never hold the tray using both of your hands.
 Carry the tray at waist level and walk with straight back and shoulders.
 Never carry the tray above your head.
 Look at where you are going and not on the tray.
Guidelines for Serving Beverages
Here are some points to remember when serving drinks on the table.

 When unloading trays, slightly twist your body and position the tray slightly away from your side.
 Announce the drinks while being placed on the table.
 Bend your knees when serving from a tray.
 Work clockwise around the table.
 Provide coaster or napkins under the drinks if necessary.

TOPIC 2: SERVING WINES

Pre-Service Checks Before Presenting Wines

Bottles of wine are traditionally presented to guests prior to service. This traditional way of service is known as “the ritual
of wine service.” Wines are presented for guests to make sure that they have chosen the correct wine which they really
prefer and also to prevent mistakes in serving beverages.

When you have reached the table of guests, present the unopened bottle of wine and announce the label of the wine to the
person who ordered it. When selecting wines, it must be checked to ensure it is presentable and at the right temperature.
The following items are the important things to check before serving wines.
  Labels should be legible and intact
 Top near the cork seal should be intact and entire
 Bottle tops should be clean and not leaking
 Nothing should be floating in the solution
 Glass bottles should not have cracks and leaks
Presenting and Serving Wines
Opening Corked Wine Bottles
After the guest has confirmed that you are serving the right wine, it can already be opened. Never present a wine bottle
that has already been opened. If a guest wants you to open a bottle of wine prior to their meal to allow it to breathe,
present the bottle before it is opened and not before it is served.

Different tools can be used when opening wine bottles. This can be done using a corkscrew, a winged screw or a waiter’s
friend. The following are the procedures for opening corked bottles using the waiter’s friend.

1. Use the blade to remove the seal. Take care not to cut yourself.
2. Hold the bottle firmly. You can put the bottle on the table for support.
3. Place the tip of the corkscrew in the center of the cork and twist it downward. Do not twist the corkscrew too far
to avoid pieces of cork from dropping into the wine.
4. Bend the fulcrum until its dent touches the lip of the bottle. Secure the fulcrum in place by applying pressure
using your thumb.
5. Pull the body of the waiter’s friend up. Continue applying pressure to the fulcrum.
6. Keep pulling until ¾ of the screw is out of the bottle.
7. Twist the remaining part of the cork out of the bottle using your thumb and index finger.
8. Make sure that no loud and popping sound will be produced as the cork gets out of the bottle.
9. Remove the cork from the corkscrew and present it to the guests.

Tips for Serving Wines

 Hold the bottle in a manner that the label will remain visible for the guests to see. If chilled from a wine stand,
cover the wine bottle with a service cloth.
 Always pour about 60ml. into the glass of the guest who ordered it.
 Work counterclockwise around the table to establish eye contact with the next guest to be served.
 The person who ordered the wine gets the first taste but his or glass is not filled glasses until all the other guest
has had their glasses filled.
 Give guests enough portion of wine for them to taste first unless given the signal to fill up the glass.
 Fill wine glasses ⅔ full.
 Always serve guests from the right.
 Never let the bottle touch the rim of the glass while pouring.
 Lift and twist the bottle on completion of the pour to eliminate drips from the bottle. If applicable, hold a waiter’s
cloth in your left hand to wipe the neck of the bottle between servings.
 Wines should be placed in a bucket or cooler on the table unless guests prefer to keep red wines rest on the table
or placed in a basket.

Common Tool and Equipment in Wine Service

 Waiter's Cloth
These are the piece of fabric folded neatly and carried by the server. Service cloths are used for various purposes from
providing a decorative background for the wine being presented to wiping drips and moisture from wine bottles and
glasses.
 Waiter's Friend
The main purpose of a waiter’s friend is to assist in opening wine bottles and extracting corks at the table. The three parts
of a waiter’s friend include the blade, corkscrew or worm and lever.
 Winged Screw
Making opening corked bottles easier, a winged screw is used by twisting the corkscrew deep into the cork and pushing
down the wings which rises as the screw goes deeper.
 Wine Bucket
Used for chilling wines, wine buckets are usually placed on the table or in a tripod stand. The bucket should be filled with
one-quarter of cold water and a half to two-thirds of ice so the bottle can be moved easily in and out of the bucket.
 Bar Tray
Trays come in the variety of shapes and are usually made up of stainless steel. Many trays have non-slip tray mats or non-
slip surfaces.

Procedures for Decanting Wines

Decanting wines serve two purposes. First is to separate the wine from the sediments that may have formed through age
and second is to make wines more vibrant and aromatic before it is served. Below are the steps in decanting wines.

1. Set the bottle upright for 24 hours or more so sediments can settle at the bottom of the bottle making it easier to
separate.
2. Prepare the tools for decanting such as the decanter or other clean and clear container and a candle or flashlight.
3. Remove the capsule and the cork; wipe the bottleneck clean.
4. Hold the light under the neck of the bottle. This will make it easier to see if sediments have reached the neck of
the bottle.
5. Pour the wine into the decanter slowly and steadily without stopping.
6. When you get to the bottom half of the bottle, pour even more slowly.
7. Stop as soon as you see the sediments reach the neck of the bottle. Sediments may not be easy to see so you must
observe for other indicators such as when the wine color becomes cloudy.
8. Serve the wine. Depending on the establishment, wine bottles should be rinsed out so the decanted wine poured
back into it for service.

TOPIC 3: SERVING AFTER-MEAL BEVERAGES

There are a number of beverages that are traditionally served after the main course either as a standalone item or to
accompany desserts.

Specialty Coffees
As a specialty, various spirits and liqueurs can be combined with hot coffee and fresh double cream to make a dessert or a
drink to accompany the dessert. Specialty coffees can be prepared in front of guests for promotion.

Spirits and Liqueurs

In some cases, guests may wish to have a spirit or liqueur at the end of a meal or to accompany a dessert. These normally
consists of brandy (cognac, Armagnac, Calvados), Muscat, tokay and ports (white, vintage, ruby).

LESSON 4: Ensuring Guests Satisfaction

INTRODUCTION
As a waitstaff, you must monitor guests during the service for signs of dissatisfaction. This means keeping alert for
nonverbal cues that might indicate displeasure and listening to negative comments that can be overheard.

TOPIC 1: CHECKING BACK TO GUESTS

When a meal has been served to the guests, it is important that a waitstaff revisits or checks the table back to know
whether the meal satisfies guests or not. This is commonly known as the “three-minute check.” It is assumed that after
three minutes, a guest will know if they are satisfied with their food. Therefore, three minutes after the last meal was
placed on the table, a waitstaff should approach the guests to inquire.

Benefits of Checking Back

The following benefits prove why conducting three-minute check is important.

 It will let you know when to take remedial actions.

 It also presents opportunities for guests to order or re-order.
 It helps you identify when to provide and what additional items should be provided.

Guidelines for Checking Back

The following guidelines should be observed when doing three-minute checks.
  Keep the conversation as short and as simple as possible.
 Inform the kitchen right away about good and bad feedback.

Unit 5: Presenting the Bill

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

 Process payments and receipts; and

 Identify cash and non-cash transactions.

LESSON 1: Presenting the Bill and Processing Payments

INTRODUCTION
A waitstaff may be required to prepare and process the bill for the guests. In doing so, house rules and procedures for
processing these transactions should be followed.

TOPIC 1: PREPARING AND PRESENTING THE BILL

Guidelines for Preparing the Bill

 Prepare an account for each guest or table. Take note of the preference of guests when it comes to the bill. Guests
belonging to a group might request for separate bills.
 Update an account as items are ordered or purchased.
 Finalize the account by accepting payments.
 When using an electronic system, follow the manufacturer’s manual and obtain training before operating the
system.
 Review the bill folder received to verify the identification of tables or guests.
 Make sure that the bill is readable.
 Make sure that the guests are only charged for the items they ordered.
 Produce the final account or bill only when requested by the guests.
 Make sure that the applicable discounts are computed.

Presenting the Bill to Guests

The following are some of the important things to follow in the proper handling and processing of the bill of guests.

 Complete the information in the order slip as to the number of guests, table number, date, and your name.
 The check should not be presented to the guest unless it has been totaled with the percentages of service charge
and tax added. Be sure that the amount of check is correct to avoid misunderstanding and suspicion of ill-will.
 Present the check to the guest using a bill folder.
 When the guest signs the check, make sure that it is signed properly. Turn it over to the cashier on duty for
immediate processing.

TOPIC 2: PROCESSING PAYMENTS

There are a number of ways in which the bill of a guest may be settled. However, regardless of the method used, it must
be done accurately to ensure that the correct charges are posted and correct payments are made.

Modes of Settling Bills

Depending on the establishment, customers commonly settle their accounts by:

 Paying cash
 Via credit card
 Debit card or using Electronic Funds Transfer at Point of Sale (EFTPOS)
 Charging bills to their room accounts
 Charging a house account (functions and corporate events)
 Presenting vouchers (for identified amounts or items)

Accepting Cash Payments

When guests offer to settle a bill through cash, the following procedures will apply. Furthermore, there can be instances
when guests will ask for a separate bill especially when dining together with a group. The request for the individual bill
should be determined once all orders have been taken.

 Verify the amount and quietly confirm to the guest how much was the amount received.
 Thank the guests.
 Place the cash on the register shelf. Do not put money into the cash register drawer at this point.
 Register the sale. This should automatically produce a receipt.
 Calculate change and remove change and receipt from the register.
 Give change and receipt to guests in a bill folder. Wait until the guest has counted the change.
 When guests have accepted their change without query, ask if everything is in order before excusing
yourself.
Using the Electronic Fund Transfer at Points of Sale (EFTPOS) System
Many outlets have Electronic Funds Transfer at Points of Sale (EFTPOS) terminals to accept payments. The debit
card or EFTPOS system offers a banking service of deducting money from a customer’s savings bank account and
depositing it to the establishment’s account. Before using a Debit Card or an EFTPOS terminal, make sure that you
read the instructions for the equipment and system. Familiarize yourself with its operation and get someone to show
you how it is used.

Processing Debit Cards

1. Ask the guest for the debit card to be used.

2. Ask guests if the debit account is a savings account or a current account.
3. For security purposes, an establishment might ask guests to enter a four-digit or six-digit Personal Identification
Number (PIN) or to sign a receipt for verification.
4. Once approved, the guest will be issued a receipt.

Processing Credit Cards

1. Make sure that you read the instructions for the equipment and system and that you have familiarized yourself
with its operation. If necessary, get someone to show you how it is used.
2. Swipe the credit card at the terminal.
3. Enter the account balance into the keypad. Refer to the EFTPOS manual for more details on this step.
4. Once approved, the guest either signs for the transaction receipt or enters their PIN.
5. When the signature or the PIN have been verified, the guest is issued with a receipt and a copy of the slip or print
out is placed into the cash drawer of the register.
6. In the event that the credit card is not accepted by the EFTPOS terminal, request for another from the guests to be
processed.

Processing Vouchers or Gift Cheques

Some establishment accepts vouchers in full or partial payment for food and beverage items or complementary for other
services or products they provide. When accepting vouchers, it is important that the following measures are observed.
Make sure that the voucher is valid and being used in accordance with any conditions that may apply.

 The voucher is fully surrendered when used as payment. Guests do not receive cash as change if the full
value of the voucher was not consumed.
 Guests should pay the remaining balance when the value of the voucher was maxed out.
 Guests have to pay for items not covered by the voucher.

Processing Discounts and Privileges

A discount is a reduction in the price of food and beverage items sold to guests. Discounts are given to guests as dictated
by law (senior citizens discount and PWD discount) or as a marketing move to encourage loyalty of guests. Intermediaries
or middle persons are also given discounts as a means of paying them for their contribution to the production or the
distribution of products. Discounts which can also be a form of privileges are given to guests to encourage loyalty.
Common Types of Discounts
As said earlier, discounts can be law-mandated, or a marketing move by the establishment. Examples of law-mandated
discounts are:

 Senior citizen discounts (20%);

 Persons with disability discounts (20%).

Meanwhile, examples of the establishment- imposed discounts are:

 Membership cards or privilege/reward cards which are given by some restaurants or group of restaurants.
 Trade discount (the amount which is deducted from the price list of the goods sold such as discounts based on the
number of pax and birthday celebrations)
 Quantity discount (discount allowed by the seller to the buyer on the amount crossing minimum target sales)
 Cash discount (discount to the debtor for the realization of the outstanding sales within the term period of sales)

Procedures for Processing Discounts

Different establishments may have different policies when it comes to processing discounts. However, if the restaurant
does not have one, below are the procedures for processing discounts.

1. Discount, membership or reward cards may be asked even before the start of service.
2. Wait for guests to ask for the bill.
3. If applicable, you can ask guests if they have privilege cards where points can be loaded.
4. Once you have the card or any valid proof, go back to the cashier, prepare the bill and include the discount.

Unit 6: Concluding the Food Service

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

 Conclude food service properly; and

 Express gratitude and to bid guests goodbye appropriately.

LESSON 1: Providing End of Service Promotion and Bidding Goodbye

INTRODUCTION
There are a number of ways to promote your products. This lesson will let you know how to optimize the conclusion of
food service as a sales opportunity by providing end of service promotions and bidding goodbye the right way.

TOPIC 1: END OF SERVICE PROMOTIONS

The end of the service, just like the beginning of it, is an opportunity to gain sales and profit. For this reason, concluding
food service should be made in a way that will make an impression on the guests. Below are some of the ways how to
make the end of service an effective marketing opportunity.

 Product Samples
Product giveaways and allowing potential guests to sample a product are the methods often used by establishments to
introduce new products. Many establishments sponsor in-store promotions and give away product samples to persuade the
buying public to try their new products. Aside from using freebies as business promotions, you can also use them
regularly as guest "rewards". Some establishments also set up a display counter where guests can immediately purchase
new products.

 Branded Promotional Giveaways

Giving away functional and branded items can be a more effective promotional move than handing out simple business
cards. Put your brand on a magnet, ink pen or a keychain. These are gifts you can give your guests that they can use,
keeping your business in plain sight rather than in the trash or in a drawer with other business cards the guests may not
look at.

 Offering Privilege/Reward Cards and Issuing Coupons

A lot of establishments today offer discount cards for loyal guests and to love and take advantage of these promos to save
money. The mechanics of these loyalty cards are straightforward. The guests should simply present them whenever they
buy something and they will earn points based on the amount of their purchase. And then they can use the points as virtual
cash later on. Furthermore, membership cards can also be used to avail discounts and exclusive privileges in various
establishments. Privileges are also earned when certain conditions are met such as when guests have bought a certain
amount of food item or others.

 Providing End of Service Assistance

End of service is an essential time to provide guests with necessary assistance to ensure that their experience concludes
pleasantly. Examples of the end of service assistance are:

o Retrieving items which may have been placed for safekeeping.

o Offering umbrellas.
o Calling the valet service to assist guests with their vehicles.
o Offering to give the business card for the future reservation.

TOPIC 2: BIDDING GUESTS GOODBYE

Assisting Guests in Leaving the Table
Once guests have settled their account, they may prefer to stay or to leave right away. When the guests leave the premises,
it is a must to ensure that they leave pleasantly. Assisting guests might seem simple. However, there are few things to
remember to effectively and properly do so.

 Pull back chairs for guests.

 Get wheelchairs and other aids as necessary.
 Thank guests for their patronage.
 Arrange for any takeaway containers.
 Remind guests to collect any belongings left on the table, seats or the floor.
 Assist guests in putting on coats and jackets.
 Escort guests to the door.

Bidding Guests Goodbye

All guests should be thanked and bade goodbye courteously. Bidding goodbye is as important as welcoming the guests.
Being so, whether the guest is a regular, a first-time visitor or a big-spender, you must give him/her the proper concluding
remark they deserve for their patronage.

Below are some reminders when it comes to bidding goodbye to guests.

 Bid guests goodbye in accordance with the standards and policies of the establishment.
 Some establishment may require the staff to walk with the guests and hold the door open before thanking the
guests and bidding goodbye.
 Other establishments may have a more casual approach such as smile, a wave and a simple “Thank you very
much” to guests as they are departing.
 It may be a standard for an establishment to wish guests a good day/ night and looking forward to seeing the
guests again remark.
 Remember that the final experience of guests should be a pleasant one.
 Bidding goodbye should not sound intrusive to guests.
 The waitstaff should verbally bid farewell to the guests.

LESSON 2: Clearing Tables

INTRODUCTION
Tables must be cleared once meals have been completed. Clearing of plates must be done in accordance with the
standards and practices of the establishments and with minimal disruption to guests.
In this session, you will learn to remove soiled plates and flatware and the proper way of removing condiments, soiled
glasses, and napkins.

TOPIC 1: CLEARING TABLES

Removing tableware and other items throughout the meal or clearing up the table is an expected service to guests who are
done with their meals. Doing this keeps the service area uncluttered and with enough space for the easy placement of food
and beverage items.

Procedures for Clearing Tables

The following steps should be undertaken when clearing a table between meals:

1. Start with the plate with the most food scraps left. The plate will be the base plate for clearing.
2. Always clear from the same side you served the food from.
3. Pick up the first plate with the cutlery using your right hand and transfer it to your left hand.
4. Secure the end of the fork handle under your thumb.
5. Slide the knife with the cutting end first under the fork to prevent it from sliding away.
6. Same with how you will be serving using two plates, secure the second plate into position over the wrist and
scrape food scraps into the base plate.
7. Secure the second knife by sliding it under the securing fork.
8. Place the second fork parallel to the securing fork.
9. Continue this procedure as you go clockwise around the table.

Crumbing Down Tables

Crumbing down tables is an activity done to clear tables from dirt after bussing out plates. In doing so, food and beverage
establishments usually use a crumber and a pan or a napkin and a plate.

The following are the steps in crumbing down tables.

1. Excuse yourself as you proceed crumbing down the table.

2. Hold the table crumber in your right hand. Brush the debris with your left hand and catch them using a plate or
tray.
3. Do not reach far out especially when the guests are still seated around the table.
4. Move around the table to gather as much aided by your crumber and plate.
5. When done, place the crumber back to the plate and excuse yourself from the table.
6. Make sure that you do not disturb guests while crumbing.
7. In the event of a spillage, cover the wet area with an unused napkin.

Guidelines for Clearing Tables

The most obvious sign that guests have finished their meal is an empty plate. However, before clearing any plates away,
you should always ask the guests if they have finished the meal to make sure that plates can really be cleared away.
However, the guest might request for his/her plate to be left on the table. His/her plate can be moved to the side or at the
top of the table to allow placement of the next dish.

 Clearing tables should be done with minimal disruption to guests and with the least noise created.
 Timeliness of clearing tables should be observed at all times.
 All unused and soiled cutlery should be cleared together with the matching course plate.
 Used cutlery which will be used for the next course should be placed back to its usual setting.
 Clear away the side dish and the side knife when clearing away the main plate.
 Clear away condiments associated with the course that is being cleared.
 Depending on the policy of the establishment, unused tableware can be reused as long as the sanitation standards
are maintained.
 Follow the 3S in bussing at all time:

1. Scrape left-over food into one container;

2. Stack tableware of the same kind and sizes; and
3. Segregate tableware according to type.

 Do not stack dishes too high to avoid an accident.

 Avoid overloading bus tubs/basin.
 In some establishments, bussers are allowed to transfer soiled tableware in dishwashing racks ready for
dishwashing. In doing so, care must be done to avoid breakages.

Bus Tubs and Ash Trays

Using a Bus Tub
A bus tub is an essential item for any restaurant or hotel dining room, which makes it easy to transport dishes back and
forth between kitchen and dining room. These containers are usually durable plastic and come in a range of sizes. Bus
tubs can be divided or not.

Undivided bus tubs can be used the same way you are using a tray. Bus tubs can come in forms of stackable, divided racks
which can be used in dishwashing using a machine.
 1. Familiarize yourself with how the bus pan is divided. Every tableware should have its designated space in the bus
tub.
2. Some bus tubs will have a designated container for leftovers. However, if no container is allotted for food scraps,
use another plate.

Changing Ashtrays
Ashtrays once soiled even with one cigarette butt should be changed. Here are the procedures to do so:

1. Approach the table with a clean ashtray.

2. Cover the soiled ashtray with a clean one and pick them up together away from the guests. Covering the ashtray
will prevent the ashes from spreading in the air.
3. Place the clean ashtray back on the table.

TOPIC 2: HANDLING LINEN ITEMS

Once all tables have been cleared, it is time to handle linen items. Linen items are expensive. That is why a careful effort
is needed to maintain and handle them properly. Presented below are the procedures involved in handling linen items.

TOPIC 3: HANDLING FOODSCRAPS

Clearing plates from the service area will always involve handling food scraps or food items that were returned partially
consumed or unconsumed including single-use items. However, establishments may have different policies when it comes
to dealing with food scraps. The following list provides the examples of food scraps on how to handle them properly.

Below are some examples of food scraps

 Food remaining from the plate which has not been eaten
 Food that was displayed but has not been touched
 Garnishes for food and beverages
 Leftover food and beverages
 Single-use items (drinking straws, paper serviettes/ napkin & placemats, disposable cutlery, wooden and plastic
stirrers, take away containers, portion control packs of butter, jam, sauces, milk, salt and pepper and other food
items)
 Finger food such as nuts, fish crackers, and spicy small food items.

Proper Handling of Food Scraps

Food scraps should be handled in accordance with safe food handling practices. Doing so includes the following practices:

 All food scraps must be thrown out and never to be reused or served again.
 All food scraps must be thrown into waste bins located near the dishwashing area or at designated points.
 Garbage bins must be lined with a strong, good quality liner to prevent contact between food scraps and the
inner side of the bin.
 No food scraps are to be consumed or taken home by staff.
 Bags of food scraps from internal bins must be disposed of appropriately into external dumpers.
 Never leave food scraps in internal bins between shifts.
 Segregate food scraps according to the policy of the establishment.

LESSON 3: Cleaning Soiled Tableware

INTRODUCTION
While some establishment will simply ask you to carry the used items back to the kitchen, some might require you to
prepare the crockery, cutlery, and glassware for dishwashing. In some instances, you may also be required to clean
soiled dishes, glasses and other tableware.

TOPIC 1: CLEANING SOILED TABLEWARE MANUALLY

Cleaning Soiled Tableware Manually

1. Remove the food scraps from the surface of the soiled tableware.
2. In a sink tub, mix enough detergent with warm water to make light suds.
3. Soak the tableware to remove the remaining grease and dirt.
4. Combine clean water and dishwashing solution in another sink tub.
5. Soak the tableware and wipe the surface with a sponge until the surface is clean.
6. Fill another sink tub with heated water for sanitizing.
7. Soak the tableware and place the items on a drip rack to air-dry.

TOPIC 2: USING A DISHWASHING MACHINE

Most premises use a dishwashing machine to wash crockery and cutlery items. Doing so includes the basic cleaning
procedure.

Guidelines for Using a Dishwashing Machine

1. Empty glasses and other containers of all contents.

2. Load the glasses upside down into a glass washing tray.
3. Wash glasses in the machine when required or when the trays are full. Use the wash cycle preferred by the
establishment.
4. Take the glasses out of the machine. You can allow it to air dry or you can have it hand-polished depending on
establishment requirements.
5. Put the clean glasses in their nominated storage area ready for use.
6. Scrape and rinse items before stacking them in trays.
7. Wash items for a minimum of 60 seconds at a temperature between 65 to 70 degrees Celsius.
8. Rinse items for a minimum of 10 seconds at a temperature of at least 77 degrees Celsius.

TOPIC 3: THINGS TO REMEMBER

The following are important measures to be observed when washing dishes.

Storing Clean Tableware

Storing tableware after they have been cleaned is a must. All tableware should be kept safely in designated areas to keep
these clean and ready for future use. In doing so, you should observe the following measures:
Guidelines for Storing Tableware

 Make sure that all tableware is protected from dust, flies and other sources of contamination.
 Put clean items back to their designated storage areas.
 Never stack wet items.
 Use sanitary gloves or wash your hands before storing clean items.
 Maintain a record of all items stored.
 Use racks for cleaning and storing crockery items.
 As much as possible, never put crockery items of different sizes together in a rack.
 Place hollow items (i.e. cups and bowls) on the racks with the hollow side facing down.
 Use racks appropriate for the size and shape of crockery items.
 When arranging crockery of varying sizes, place larger items at the back and the smallest in front of the rack.

Storing Cleaning Items

 Dry all cleaning tools and equipment before storing.

 Store cleaning tools and equipment in a secure environment.
 Store cleaning solutions away from food production areas.
 Storage areas for cleaning tools and solutions should have good ventilation.
 Chemicals should be kept in a storeroom away from other products.
 Maintain a record of all items stored.
 Storage rooms should be well lit.
 Heavy items should be stored on lower shelves.
 Containers should be kept well sealed and labeled.
 Never store chemicals in food containers.
 Make sure that devices used to measure chemicals are used solely for its purpose.

Unit 7: Closing the Restaurant Area

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

 Observe the proper way of cleaning the restaurant area; and

 Undertake common measures in closing the restaurant.

LESSON 1: Cleaning the Service Area for the Next Service Period

INTRODUCTION
Various areas in the restaurant need to be cleaned, cleared or dismantled at the end of each service session. These
procedures must be done in accordance to the policies and safety requirements of the establishment.

In some cases, these tasks are performed by an outsourced cleaning staff. However, some establishments require the
waitstaff to do this job.
TOPIC 1: CLEANING THE SERVICE AREA
Tables and other furniture

 Remove table items and tablecloths.

 Remove added chairs and other special chairs that may have been brought in.
 Check the seats and tidy the area around the table immediately.
 Relocate tables and chairs to their original position.
 Put the chairs on the tables to properly clean the floor.

Restrooms

 Check the cubicles to make sure no patron remains in the area after premises have closed.
 Check for items that may have been left in the area.
 Replenish toilet supplies and check for damage or cleaning needs.

Kitchen service area

 Refill condiments.
 Tidy and/or replace used items and containers back into the food service area.

Floors and walls

 Clean windows and glass doors and check them to make sure that they are closed and locked.
 Pick up rubbish and checking floor areas.
 Restock and securing display items.
 Remove garbage from internal garbage bins and replacing bin liners.
 Dispose of waste properly.
 Spray or install insect repellants according to the policy of the establishment.

TOPIC 2: SETTING UP FOR THE NEXT SERVICE PERIOD

Setting up may involve minimal work if the next shift will be serving guests with the same or similar type of menu or
floor plan. However, this activity may involve a great deal more effort and time if the type of service or style of menu is
different. Presented below are the steps to be undertaken when setting up for the following service period: