CHAPTER 1: LIASING

BETWEEN KITCHEN AND

SERVICE AREAS
 Lesson 1: Efficient Pickup of Food Items
 Lesson 2: Readiness of Items for Service
 Lesson 3: Quality of Food and Service Wares
 Lesson 4: Food Transfer and Placement
 Lesson 1:
Efficient Pick Up
Of Food Items
TECHNICAL TERMS
 Bill- a printed record of the amount owed for goods supplied or
services rendered or a written statement of charges.
 Cashier- a person handling payments and receipts in a store,
bank, or other business.
 Server- a person whose main responsibility at work is to provide
service to guests at their tables in a restaurant.
 Workflow- a series of steps that makes up a work process.
 ATTENDING AND
MONITORING
EFFICIENT PICK UP OF
FOOD ITEMS
Basic restaurant workflow
1. Server takes order from the guest.
-familiarity with the restaurant menu is a must on this step. Guests might ask questions regarding the menu. You should be ready
to answer with confidence. UP selling may also happen at this point.
2. Server brings order to the cashier.
-it is imperative that the correct order be communicated to the cashier so that correct order will be submitted to the kitchen and
the correct bill will be processed.
3. Cashier hands order to the kitchen.
-the cashier will then send the order to the kitchen so that kitchen staff can start preparing the meal.
4. The dish is ready to be served.
- the kitchen staff will inform the server that the dish is ready to be served.
5. Server waits by the kitchen for ready dishes.
-Although, you are waiting for order to be ready, you may also use this time to assist other guests.
6. Server picks up dish from the kitchen.
-at this point, the server should check the dish prepared if it matches the guest’s order and specifications. For example, a guest
might specify that he or she wants a well-done egg.
7. The dish is served to the guest.
- monitoring the kitchen and being ready to pick up prepared food will ensure prompt service.
8. The guest consumes the food
-the guest should be given the best dining experience through quality food and quality service. While the guest is eating, you
should make sure that he or she is comfortable.
9. The guest calls for attention
-you must always be attentive. Guests might request or complain about something. You should always be ready to assist the
guests.
10. The server arrives
-do not let guests wait. Attend to their needs as swiftly as you can. Be professional and accommodating whenever you talk
to guests.
11. The guest asks for the bill
-remember to check and tell the guest amount that you received before leaving. You may use “Ma’am/Sir”, I received
___________ pesos.”
12. The server gets the bill from the cashier
- hand the bill folder that contains the bill or receipt and the payment to the cashier.
13. The server goes back to the guest
- politely hand over the change tray containing the receipt and the change to the guests. You may also ask if there is anything
else you can do for them.
14. The guest uses credit card to pay for the bill
-in case the guest prefers to settle the bill using a credit card, you should carefully handle the bill
folder and make sure that card is securely placed inside the bill folder.
15. The server goes back to the cashier to swipe the card
- Once the cashier has swiped the card, secure the guest’s copy of the statement as well as the
cartoon copy of statement. Then put it inside the bill folder.
16. The server goes back to the guest
-hand the bill folder to the guest
17. The guest signs the invoice
-courteously ask the guest to sign both copies of the bill statement for the payment. Do not forget
to thank the guest.
18. The guest gets a copy of the invoice and leaves the restaurant
- do not forget to express gratitude to the guest by saying “ Thank you for dining. ”In addition,
you may also ask them to visit the restaurant again.
1. Server takes order from the guest.
2. Server brings order to the cashier.
3. Cashier hands order to the kitchen.
4. The dish is ready to be served.
5. Server waits by the kitchen for ready
dishes.
6. Server picks up dish from the kitchen
7. The dish is served to the budget
8. the guest consumes the food
9. The guest calls for attention
10.The server arrives
11. The guest asks for the bill
12. The server gets the bill form the
cashier.
13. The server goes back to the guest.
14. The guest uses credit card to pay for
the bill
15. The server goes back to the cashier to
swipe the card.
16. The server goes back to the guest.
17. The guest signs the invoice
18. The guest gets a copy of the invoice
and leaves the restaurant
 Steps in the workflow operation process
involves the following:
 Communicating with the guest
-THIS OCCURS IN WELCOMING THE GUESTS, TAKING THEIR ORDERS,
DELIVERING THEIR ORDERS, AND BIDDING THEM GOOD-BYE. ALWAYS BE
POLITE AND DO NOT FORGET TO SMILE .
 COMMUNICATING WITH A CO-EMPLOYEE
- THIS IS THE KEY TO A SMOOTH RESTAURANT OPERATION. When
employees communicate effectively, there will be less mistakes committed and tasks will
be accomplished faster.
 Handling of food items.
- DETAILS REGARDING FOOD ITEMS MUST BE WELL-COORDINATED
FORM TH KITCHEN STAFF AND VICE VERSA.
“ Lesson 2: READINESS OF
ITEMS FOR SERVICE
”
 TECHNICAL TERMS
 ACTIVE LISTENING – the act of intently listening to the words spoken
by another person in a conversation with the intention of comprehending
the meaning of words.
 FORMAL COMMUNICATION – a written or verbal form of
communication that follows an established set of professional rules and
standards that aims to share information without using slang terminology.
 INFORMAL COMMUNICATION – a process where individuals
exchange ideas, information, or feelings using verbal or nonverbal
messages.
 NONVERBAL COMMUNICATION – the act of transmitting messages
without using spoken or written words.
 Advising colleagues promptly regarding
readiness items for services

 Verbal communication – it is a spoken form of expressing words and ideas.

EFFECTIVE USE OF VERBAL COMMUNICATION
1. EFFECTIVE QUESTIONING- asking quality questions at the right time is one of the most
effective ways to improve communication in the workplace.
a) USE OPEN-ENDED QUESTIONS. Unlike yes or no questions, which limit the possible
response of the other party, open-ended questions will supplement your conversation and
will limit the chance of information being uncovered.
b) AVOID MULTIPLE QUESTIONS. Bombarding guests or co-employees with questions
may lead to confusion.
 Advising colleagues promptly regarding
readiness items for services
c) KEEP QUESTIONS CONCISE AND UNDERSTANDABLE. Follow the formal rules
of language used.
2. ACTIVE LISTENING. A good communicator does not only speak well but listens very
well too.
TIPS TO BECOME AN ACTIVE LISTENER
a) Pay attention.
b) Show that you are listening.
c) Provide feedback.
d) Respond appropriately.
e) Defer judgment.
 Advising colleagues promptly regarding
readiness items for services
 Non- Verbal communication – it can help you express your message clearly.
1. SMILE – smiling is the best way to non verbally communicate with the guests or co-
employees.
2. MIND YOUR HAND GESTURES. to look dedicated and interested in serving, place your
hands behind or in front when not carrying orders or bills to the table.
3. ESTABLISH EYE CONTACT, BUT DO NOT STARE. whether gaze, glance, or stare, eye
contact is powerful.
4. USE AFFIRMATIVE MOVEMENTS. nodding can convey that you are listening and
understanding the message of guests or co-employees.
5. OBSERVE PROPER POSTURE. stand straight to show that your are
confident.
6. LEAN CLOSER. move towards guests or co-employees to show that you are
relaxed and confident.
Lesson 3: Quality of
food and service
wares
Technical terms
 Accompaniment- a this that is added or served with food to enhance
the appeal of the meal.
 Condiments- seasoning or ingredients used to enhance the flavour
of another ingredient.
 Doneness- the condition of cooking an ingredient at a desired or
intended degree.
 Service ware- dishes, utensils, and glassware used for serving and
eating meals at a table.
CHECKING QUALITY OF FOOD
AND SERVICE WARES
POINTERS WHEN SERVING FOOD ITEMS
1. Doneness
- this indicates how a thorough a meat is cooked depending
on its color, temperature , and juiciness. this specification is
usually used for steaks and burgers. doneness differs in the
meat’s internal temperature. guest may choose form the
following preferences for doneness.
Table 1. Doneness of steaks
2. Cooking method
- food may be prepared and cook using varied methods. Guests may have
different preferences on how they want their food to be cooked. Eggs, for instance,
may be prepared through different cooking methods. Guests may request for well-
done eggs, sunny-side up, poached or scrambled.
3. Condiments
- to enhance the flavour and compliment the dish, condiments are added.
Guests may request varied instructions for the condiments. LIKE FOR
CONDIMENTS IN SANDWICHES, A GUEST MAY REQUEST FOR
EXCLUSION OF ONE CONDIMENT IN A SANDWHICH.
4. Toppings
- To complete a dish, a dish, a sauce or garnish is added. Toppings
add not just flavor but also texture to dish. Ice cream dishes, for
example, may be topped with sprinkles and other treats.
5. Side dishes or accompaniments. To add variety and balance meals,
guests may choose from the restaurant’s list of accompaniments and
side dishes.
6. Size. This specification is commonly used for beverages. Guest may
opt to upgrade or upsize their beverages.
TIPS not when guest’s request are not met

The completeness and correctness of all these requests and specifications of the
guest must be verified by the server against the record that can either be kept
through a checklist, guest check, notepad POS system. If any of the guests’
requests had not been met, you can do choose from any of the solutions below:
1. Courteously ask the chef or cook to make any necessary corrections.
2. Inform your immediate supervisor regarding the difficulty of the request or
specification so that he or she can speak to the guest and suggest possible
alternatives.
3. Ask help from your colleagues to meet the guests’ needs.
POINTER when Handling Service wares
1. Glassware should be clean, polished , and free from chips and
cracks. Glassware must always be polished before service time.
a. To avoid leaving marks on clean glassware, always handle
it by the stem as shown in the picture below.
b. To polish glassware, follow the steps that follow.
c. While holding the glass by the base, dip the class in a
container with hot water.
d. Using a clean cloth, polish the bowl of the glass. While
doing this, use your other hand to cradle the bowl of the
wine glass.
2. Crockery includes all kinds of plate, bowls and cups and
saucers. Similar with glassware, crockery should be clean
polished, and free from chips and cracks.
3. Cutlery should be clean and polished. Polished cutlery
must be placed on an under plate when transferring form one
service area to another. Follow the step below when
polishing cutlery.
 Segregate the cutlery
 add a little bit of acid such as lemon juice or vinegar to a
container half-filled with hot water.
 Dip the service ends of the cutlery into the water. Service ends
refer to the end of the cutlery that goes into the guest’s mouth.
 Polish the cutlery using a clean cloth. Avoid touching the service
ends.
Lesson 4: Quality of
food and service
wares
Technical terms
Balance- an even distribution of weight that provides
stability to someone or something.
 Cocktail tray- a round tray used to serve beverages.
 Plate service- serving guest food that is plated in the
kitchen.
Transferring and placing
food efficiently
 Plate service
 Two plate carrying technique
Steps in carrying two plate technique
1. Used three fingers in holding the first plate.
2. The second plate should be placed on a platform
above the first plate and supposed by two fingers,
based of thumb and lower forearm.
3. The third plate may be carried using the other
hand.
 Plate service
 Three plate carrying technique
Steps in Three plate carrying technique
1. Hold the first plate similarly in the two plate
carrying technique.
2. The second plate must be positioned into the
crease of your palm under the first plate
supported by he ring and little finger.
3. The third plate is placed on the flat of your
forearm and the rim of the second plate.
4. The fourth plate can be carried by the other hand.
Tips when Using Plate Service
 The first place to be picked up will be the last to be placed
on the table.
 When carrying the plates to the guest’ table, hold them
away from your body to make sure that the plates are not
resting on your body.
 To place the plates on the guests’ table, stand in the right
corner of the guest’s chair (if using the left hand) while
holding your left hand and the plates way behind the
guest’s head. Reverse this process if right is used.
 Do not overload the tray.
Tray service
 Types of trays
1. Round trays are used for serving drinks.
2. Rectangular trays are used to serve food items.
3. Seafood trays used to serve seafood dishes.