Service

Oğuz Benice

Food & Beverage

Operations
THS 52126
Contents
Service Sequence
01. Greet and seat the guests
02. Open the napkins
03. Serve the butter and the bread
04. Offer iced water
05. Describe and recommend dishes
06. Take the F&B orders
07. Transfer the check
08. Correct & remove covers
09. Serve beverage
10. Announce the starter
11. Serve the starter
12. Clear the starter
13. Announce the main course
14. Serve the main course
15. Clear the main course
16. Announce the dessert
17. Serve the dessert
18. Take the coffee / tea order
19. Serve the coffee / tea
20. Prepare and present the bill
21. Accept payment
22. See the guests leaving
23. Clearing and re-setting
24. During the service period 
Service Sequence

1. Greet and seat the guests.

 Welcome the guests as soon as they
arrive. (DRM).
 Ask them if they have a reservation.
Check the reservation. (DRM)
 If no table has been booked, check if one
is available. (DRM)
 Show the guest their table. (DRM)
 Offer the guest a chair to encourage them
to be seated. 
Service Sequence

2. Open the napkins

 Some guests will open their own napkins
as soon as they sit down.
 Stand at the right of the guest, pick up the
napkin with your right hand.
 Shake the napkin from its fold into a
triangle.
 Place the longest side of the triangle
closest to the guest.
 Move anti-clockwise around the table
opening the napkins, the host at last. 
Service Sequence

3. Serve the butter and the bread

 Place the butter plate in the center of the
table, with the right hand.
 Hold the bread basket on your left hand
and serve from the guest left side.
 Hold the bread basket down over the
edge of the side plate.
 Transfer the bread from the basket to the
side plate using service fork and spoon.
 Move anti-clockwise around the table, the
host at last. Offer bread throughout the
meal 
Service Sequence

4. Offer iced water

 Iced water is a valuable addition to the
meal experience, and it is appreciated by
the guest, although in some
establishments it may not be the practice.
 The water glass is positioned to the right
of the wine glass above the table knife.
 Water is poured from the guest right side,
with your right hand.
 Move anti-clockwise around the table, the
host at last. Offer water throughout the
meal. 
Service Sequence

5. Describe and recommend dishes

 Allow time for the guest to make their
choice.
 When all the guests are seated, be alert
to the signs that the guests are ready to
order so they are not kept waiting.
 You must be able to describe dishes, how
they are cooked, accurately, and
attractively.
 You may also be asked to recommend
dishes. To say “Everything is good” is not
helpful. 
Service Sequence

6. Take the F&B orders

 When you are sure the guests are ready
to order, a) introduce yourself and b) ask
what they would like to eat and drink ?
 Start to take the order of the guest on the
right of the host, and work anti-clockwise
around the table, finishing with the host’s
order.
 Take the order including the starter, the
main course, the dessert, and beverages.
 Note any special requirements
 Repeat the order to the guests to make
sure that the order is correct. 
Service Sequence

7. Transfer the check

 The check must be clearly written in the
same language as the menu.
 If you use abbreviations, be sure to use
agreed abbreviations only.
 The check must contain at least:
a) Table number
b) Number of covers
c) Date
d) Waiter’s signature
 Transfer the top copy to the kitchen, the
second copy to the bar, the third copy to
the cashier, and the fourth copy for you. 
Service Sequence

8. Correct & remove covers

 To correct a cover is to adjust the cutlery
originally laid to meet a guest’s specific
order.
 Starting with the guest on the right of the
host, move anti-clockwise, finishing with
the host
 To adjust the cutlery, lift the item not
required and replace it with the correct
one.
 Remove unnecessary cutlery and
glassware from the table . 
Service Sequence

9. Serve beverage
 Take the beverages at the bar. Be sure to
know who drinks what. It is not
professional to ask the guest.
 All glassware, whether clean or used,
should be carried upright on a drink tray,
held only by the base of the glass. Hold
the tray with your left hand, and use your
right hand to place the drink from the
guest’s right side.
 Beverage Service sequence (see 11)
 Throughout the meal, if the guest’s glass
look nearly empty, ask if he/she wants
another drink. 
Service Sequence

10. Announce the starter

 When ready to serve the starter, go to the
kitchen and announce the starter
 Say something like: “Please, starter for
table 4”.
 When you receive the food from the
kitchen, be sure to know who eats what. It
is not professional to ask the guest. 
Service Sequence

11. Serve the starter

 In modern plate service, plates are both
placed and cleared from the guest’s right
side, as this causes the least disturbance
to the guest.
 In modern plate service, serve the guest
immediately to the right of the host first,
and then move anti-clockwise around the
table, serving each guest in turn, regard-
less of sex. The host to be served at last.
 In some establishments, you may be
required to serve ladies before gentlemen,
or this may be required by the guests. 
Service Sequence

12. Clear the starter

 Guest usually indicate that they have
finished their course by placing the cutlery
together on the plate.
 As they don’t always do this, you must be
alert to other signs from the table that
everyone has finished, and if necessary,
you must ask guests whether they are
finished or not.
 In modern plate service, it is usual to clear
at once, when all guest have finished,
from the right side of the guest, by using
your right hand. 
Service Sequence

13. Announce the main course

 When ready to serve the main course, go
to the kitchen and announce the main
course.
 Say something like: “Please, main course
for table 4”.
 When you receive the food from the
kitchen, be sure to know who eats what. It
is not professional to ask the guest. 
Service Sequence

14. Serve the main course

 As for the starter, plates are both placed
and cleared from the guest’s right side, as
this causes the least disturbance to the
guest.
 Serve the guest immediately to the right of
the host first, and then move anti-
clockwise around the table, serving each
guest in turn, regard-less of sex. The host
to be served at last.
 In some establishments, you may be
required to serve ladies before gentlemen,
or this may be required by the guests. 
Service Sequence

15. Clear the main course

 Guest usually indicate that they have
finished their main course by placing the
cutlery together on the plate.
 If necessary, you must ask guests
whether they are finished or not.
 Clear at once, when all guest have
finished, from the right side of the guest,
by using your right hand.
 Brush the crumbs onto the a dinner plate
using a folded service cloth held in your
right hand and adjust the dessert
cutlery. 
Service Sequence

16. Announce the dessert

 When ready to serve the dessert, go to
the kitchen and announce the dessert.
 Say something like: “Please, dessert for
table 4”.
 When you receive the food from the
kitchen, be sure to know who eats what. It
is not professional to ask the guest. 
Service Sequence

17. Serve the dessert

 Plates are both placed and cleared from
the guest’s right side, as this causes the
least disturbance to the guest.
 Serve the guest immediately to the right of
the host first, and then move anti-
clockwise around the table, serving each
guest in turn, regard-less of sex. The host
to be served at last.
 In some establishments, you may be
required to serve ladies before gentlemen,
or this may be required by the guests. 
Service Sequence

18. Take the coffee / tea order

 The coffee / tea may be served with the
dessert if requested by the guest,
therefore, you may be asked the take the
order before serving the dessert.
 Start to take the order of the guest on the
right of the host, and work anti-clockwise
around the table, finishing with the host’s
order.
 Transfer the top copy to the bar, the third
copy to the cashier, and the fourth copy
for you. 
Service Sequence

19. Serve the coffee / tea

 Place the accompanying items (milk,
sugar) on the table.
 Serve the guest immediately to the right of
the host first, and then move anti-
clockwise around the table, serving each
guest in turn, regard-less of sex. The host
to be served at last.
 In some establishments, you may be
required to serve ladies before gentlemen,
or this may be required by the guests. 
Service Sequence

20. Prepare and present the bill

 At this point. it is essential that you should
be ready to give the bill. Prepare it or
make sure it is ready.
 Nothing is more irritating to guests than to
be slowness in the bringing of the bill.
 Generally, bills should not be presented
until they are asked for.
 When a bill is presented at the table, it is
placed in front of the host, or, if there is no
host, in the middle of the table. 
Service Sequence

21. Accept payment

 If the establishment requires guests to
pay at a cashier’s desk as they are
leaving, make this clear to the guest.
 Do not hover around waiting for your
guests to pay, leave them alone.
 Accept payment and tender exchange . 
Service Sequence

22. See the guests leaving

 Assist the guest departing by moving their

chairs for them, collecting their personal
belonging (not forgetting coats, hats and
bags).
 If you are too busy, at least acknowledge
their departure with a nod and a smile
 Wish your guest “Good afternoon” and
thank them for coming. If your know their
name, use it: “Good afternoon Mr. Benice.
We look forward to seeing you again
soon” . 
Service Sequence

23. Clearing and re-setting

 Remove dessert plates and coffee cups
by hand. Glassware should be removed
on a drinks tray.
 Only when all the guests have left the
restaurant, remove the flowers on a tray
and put them in the refrigerator.
 Then, remove the dirty napkins and
tablecloths.
 Ensure that all the tables and chairs are
returned to their original positions. Do not
forget to check chairs for crumbs. 
Service Sequence

24. During the service period

 Offer bread throughout the meal.
 Offer water throughout the meal.
 When you can, help your colleagues.
 If you forgot to do something or if you did
a mistake, correct it.
 Don’t forget the most important thing:
smile and be kind. 
 FOOD SERVICE PREPARATION (4)

Taking Reservations

Before you take booking, make sure you know the answers to the
following type of questions:
 What kind of food do you offer?
 Do you accept credit cards?
 When are you open?
 Are children welcome?
 Are you air conditioned?
 Is there a no-smoking area?
 Do you have car parking facilities?
 Do you cater for functions?
 How do I find your establishment? 
 FOOD SERVICE PREPARATION (4)

Taking Reservations

Most reservation are taken over the telephone. A friendly and

helpful telephone manner is essential.
 Always answer the telephone promptly when it rings
 Have a pen and paper or the reservations book to hand
 State clearly the name of the establishment
 Offer the caller your assistance: “Good morning, may I help
you?”
 Answer any questions clearly and politely. If you do not
know the answer, find someone who does or offer to call
back.
 Before beginning to take the booking, make sure you have
the reservation books in view. 
 FOOD SERVICE PREPARATION (4)

Taking Reservations

The first things to be clarified are when the table is required and
how many people they are in the party. Only when you have
established that a suitable table is available, then ask for the
following details:
 The host’s name (have it spelt out if you are not sure)
 The time of arrival
 A contact telephone number (mobile)
 Any special requirements
 Confirm all the details by repeating the name, the day and
date, the time of arrival, the number in the party, contact
phone number and tell the reservation policy.
 Complete the conversation by thanking the guest. 
 FOOD SERVICE PREPARATION (4)

Station Mise-en-Place

A waiter’s station should carry the following:

 All the necessary cutlery, for example knives soup spoon,
main knives and forks, dessert spoons and forks, etc…
 Service utensils (tablespoons and forks)
 Crumbing down equipment
 Service plates
 Tea/coffee service equipment (milk jugs, sugar bowls…)
 Bread service equipment
 Napkins
 Service tray
 Toothpicks 

to be continued…
 FOOD SERVICE PREPARATION (4)

Station Mise-en-Place

 Menus
 Wine list
 Spare Guest Check and pen
 Condiments (sauces, pepper-mill, salt)
 Clean table linen
 Candles
 Additional items. 
 FOOD SERVICE PREPARATION (4)

How to lay a cover

There are two principal types of covers a) à la carte and b) set menu
(table d’hôte) cover. Whatever the type of cover to be laid, the
following rules apply:
 All cutlery and glassware should be cleaned and polished
before they are placed on the table.
 The main knife and fork should be positioned 1cm from the
edge of the table.
 Side plate are always positioned to the guest’s left.
 The blades of all knives on the cover should face left.
 Side knives are placed on the side plate to its right hand side.
 The water glass is positioned 2cm from the top of the main
knife. Additional red wine and white wine glasses are
positioned at a 45o angle to the right, or in triangle.
 A folded napkin is placed in the centre of the cover. 
 PRICING & DESIGNING THE MENU

Menu (from restaurant atmosphere)

The menu cover and contents should reflect the design and
style of the restaurant. The design of the menu, its details, the
style of type used, and the impression it creates all set the
atmosphere.
A small, simple menu in a color that harmonizes with the decor is
desirable. It should set the feeling of the restaurant. Customers
are not impressed by dirty, dog-eared menus stuck together with
adhesive tape.
Menus should be simple and easy to read and understand. They
should carefully describe the food served. A short but descriptive
statement about major items served can stimulate the appetite
and measurably increase the guest check. 
 PRICING & DESIGNING THE MENU

Importance of the Menu

First, the menu is a contract with the customer, an indication that

what is described on the menu is what will be delivered to the
customer. Respect truth in Menu: (freshness, geographical origin,
picture, quantity…)
Second, the menu is a form of a product brochure. The menu
should identify the name of each dish, major ingredients and how
the dish is prepared in a appealing way, and without too many
unfamiliar items. (the use of complicated names are risky)
Third, it is an essential part of the marketing effort. It is the first
tangible connection your guests have between their interest in
buying (why they are there) and what you have to sell. The menu
is a selling tool: properly priced designed, and presented, the
menu can increase the average check, the frequency of visits, the
party size, or attract new guests. 
 PRICING & DESIGNING THE MENU

Listing Prices

À la Carte Menu: Food & Beverage items are listed and priced
separately. The guest choose from various appetizers, main
courses, desserts. For the guest, the initial perception is that
prices look low. This approach appeals to customers who like to
individualize their meal. It does complicate the pricing of checks
for the employees.
Table d’Hôte Menu: List of a complete meal (3 to 8 course) for
one price. This menu can be called “fixed price” or “meal
package”. The guest eats a complete menu that has been planed
in advance for them.
Combination Menu: some restaurants offers both, Table d’Hôte &
À la Carte Menus. (Chinese Restaurants, Fast Food). The guest
can compare prices between the meal packages with the à la
Carte Menu. 
 PRICING & DESIGNING THE MENU

Menu Sequence

According to western countries and based on the French

food culture, a meal include the following courses
(maximum 8):
1) cold appetizer 2) soup 3) hot appetizers to 4) Fish
5) Sherbet (which is a water ice) 6) Main Course or Entrée 7)
Cheese and 8) Dessert.
An “À la Carte” or “Table d’Hôte” menu can follow this meal
progression. 
 PRICING & DESIGNING THE MENU
PR.
International Cuisine Restaurant

Menu

February 24th – February 28th

Eggs Mayonnaise
Two  egg halves on a bed of lettuce topped with mayonnaise
or
French Onion Soup
A French tradition served ''au gratin''
or
Potage Crecy
A light cream soup with puree of carrots and a hint of orange
or
Chef's Salad
Julienne of Chicken,  cheese and vegetables on a bed of
lettuce served
with  a blue cheese dressing
*****
 PRICING & DESIGNING THE MENU

*****
Spinch Lasagna
Fresh spinch pasta sheets layered with beef and cheese
or
Lamb Cutlets ''Reforme''
Lightly breaded lamb cutlets served with julienne vegetables
and accompanied by a red pepper sauce
or
Rainbow trout ''Grenobloise''
A whole de-boned trout stuffed and delicately fried in butter
*****
Cheese Mousse
or
Maltaise Rice Pudding

7,500,000 TL
 PLATE SERVICE

Plate service skills and techniques

In professional plate service no

more than four plates are carried at
a time.
The two professional methods are
the two- and three-plate carrying
techniques.
These involve carrying two or three
plates in the left hand, having the
right hand free. The right hand can
be used to carry another plate. 
 PLATE SERVICE

Plate service procedure

 In modern plate service, plates are both

placed and cleared from the guest’s right
side, as this causes the least disturbance
to the guest.
 In modern plate service, serve the guest
immediately to the right of the host first,
and then move anti-clockwise around the
table, serving each guest in turn, regard-
less of sex. The host to be served at last.
 In some establishments, you may be
required to serve ladies before gentlemen,
or this may be required by the guests. 
 PLATE SERVICE

Two-plate carrying technique

 Hold the first plate between your thumb,

index finger and the middle finger of your left
hand. If the plate is hot, use a service cloth.
 Then place the second plate on a platform
above the first plate, supporting it by your
ring finger, your little finger, and the base of
your thumb and lower forearm.
 Carry the plates to the table holding them
away from your body. To place the plates in
front of your guests, position yourself at the
back right hand corner of the guest chair.
 The plate should be placed so that the main
item (meat, fish, etc…) is immediately in front
of the guest. 
 PLATE SERVICE

Three-plate carrying technique

 Hold the first plate between your thumb, index

and the middle fingers of your left hand.
 Place the second plate into the crease of the
palm of your left hand under the edge of the
first plate, supporting it by your ring and little
fingers.
 Place the third plate so that it sits on the flat of
your forearm and the rim of the second plate.
 Carry the plates to the table holding them
away from your body. To place the plates in
front of your guests, position yourself at the
back right hand corner of the guest chair.
 The plate should be placed so that the main
item (meat, fish, etc…) is immediately in front
of the guest. 
 SILVER SERVICE

Silver Service

Silver service is the technique of

transferring food from a service dish
to the guest’s plate from the left with
the use of service cutlery.
This usually means a service spoon
and fork, but occasionally it consists
of knives.
Silver service requires the waiter to
be able to use the cutlery to serve
the food with one hand. 
 SILVER SERVICE

Use of spoon and fork

Silver service takes place from the

left of the guest, holding the
Place a fork over a spoon in your
right hand, both facing up.
Slide your index finger between the
fork and the spoon
Lift food items with the spoon and
hold them firmly in place with the
fork while transferring them to the
guest’s plate. 
 SILVER SERVICE

Silver service procedure

Place clean hot plates in front of the

guests from the right.
Hold the service dish on the flat of
your left hand, over the guest’s
plate, no more than 5cm above it.
Place the main item of the course to
the front of the guest’s plate. Place
the vegetables and garniture behind
the main item. Note that no items
are placed on the rim of the plate.
Place presentation should be
consistent. Move anti-clockwise
round the table serving each guest
in turn, with the host at last. 
 SILVER SERVICE

Silver service of sauces

In silver service, accompanying

sauces should not be carried on the
same serving dish as the food.
They are offered separately using a
sauce boat on a underplate.
Sauces are never poured direct from
the sauce boat. A spoon is always
used to serve them. 