Food and Beverage Service

Sequence of Service
Bar Knowledge
In Room Dining
Lulu Nabilla Rusmawan S.T.Par

Outlet Manager
InterContinental Pondok Indah Hotel

2
EXPERIENCE
• The Westin Hotel Jakarta
- Outlet Manager
- Assistant Outlet Manager
- Restaurant Supervisor

• St Regis Bali
- Restaurant Supervisor

• Sheraton Bali Kuta Resort

- Bar Shift Leader
- Bar Attendant

• Medallion of Excellent ASEAN Skill Competition Hanoi 2014

• Juri LKS Nasional Restaurant Service 2017 - 2020
 Grooming

Male

A well groomed male would exhibit the following

minimum standard

• Clean shaven no stubble beard or moustache. Well

trimmed, above lip level and not drooping

• Teeth must be brushed clean without nicotine stains

• Sideburns are to not be longer than half the length of

each ear
.
 Grooming
Female

A well groomed female would exhibit the following

minimum standard.
• styled.

• wash your hair every other day

• Find a hairstyle that suits the shape of your face.

• keeps your hair out of your face. Use barrettes or

bobby pins

• ensure that your make up is done properly, elegantly,

neatly and free of smudges
 Sequence of Service

Handling Reservation & Allocation of tables:

Following points must be noted down while taking down a reservation:

• Name of the guest

• No. of pax
• Time of reservation
• Contact number and name of the booker
• Any special request/ requirement
• Table preference.
Sequence of Service
Sequence of Service
 Sequence of Service

• Seating the guest

• Pouring Water

As soon as the guests are seated, the waiter must pour water. Guests’ must be asked
for their preference of water (regular, mineral, aerated, spring water)
1. Water must be served from the right-hand side, ladies must be served first.
2. Glasses must only be refilled when they are two-thirds empty.
3. We must be ensured that the service of water is done by the staff and not be the guests themselves.
 Sequence of Service

• Taking the order

1. Aperitif card must be presented to take drink order prior to presenting food menu
2. Presenting a menu card Present individual menu cards to the guests.
3. Menu card must be presented from the right-hand side, open to the first page
4. Give 5-7 minutes to the guests to go through the menu.
5. Check with the guests if they are ready to place the order, by inquiring “ May I take your order Sir/
Madam” or “ Are you ready to place your order Sir/ Madam”? Stand straight at a position where it is
convenient to talk to the guests.

Assist the guest in choosing the best dish on offer, use ‘suggestive selling’ or ‘upselling’
techniques.
Takedown the order systematically on KOT (Kitchen Order Ticket) After taking order, repeat
the order.
Take menu card back from the guests and put it back in place.
Inform the guests of the approximate time it would take to serve the food.
 Sequence of Service

Service of Food and Beverage orders

Service of Beverage:

• Beverages are served first.

• Always serve beverages from the right of the guest.
• While the guests are waiting for their meal, bread and butter must be served
immediately..
• Before serving the food the waiters must ensure that the cover is appropriate,
should it need to be changed then it must be done before the food comes to the
table.
• This must be done discreetly, ensuring minimum intrusion and disturbance to
guest and with minimum cluttering. Food order must be announced before the
service.
 Sequence of Service

The sequence of serving guest is as following:

1.Guest of honor is served first.

2.Ladies must be served before Gentlemen.
3.Older people are served before younger ones.
4.The host must be served last.

Service of food:

5. Pre-plated service of food must be from the right-hand side.

6. Once the food is placed the covers must be adjusted if the tableware is disturbed.
7. Platter to plate or silver service must be from the left-hand side.
8. Guest must be asked whether the food is up to their expectation.
9. Water and other food items must be served/ replenished as soon as it is over.
10. Before removing anything from the tale, seek guest’s permission.
 Sequence of Service

Clearance

• Used plates are cleared from the right-hand side.

• Plates are cleared after all the guests on the table have
finished their meal.
• Indication for closing the meal is done by placing a knife
and fork together across the plate.
• Clearance is done by the right hand and collected on the left
hand, by the ‘first plate’ technique.
• Ensure that all the dishes are cleared from the table.
• Ensure that that cruet set, butter dish, bread boat, cutlery
unused by the guest is removed from the table.
• Do not remove bud vase ashtray and glasses from the table.
• All dirties should be taken for dishwashing except cruet set,
which must be left on the side station .
 Sequence of Service

Crumbing

• Crumbing is done to remove spills or crumbs on the table after a course or after the
main course, prior to dessert being served.
• Carried out by a crumbing spade, crumbing brush or on a B&B plate with a waiters’
cloth and a B&B knife to pick up gravies that might have fallen on the tablecloth.
• Begin crumbing from the left-hand side, holding the plate on the left hand just under
the tabletop; gently sweep the crumbs on to the plate.
• Open the dessertspoon and dessert fork.
• Bad stains can be covered with a clean white napkin .
 Sequence of Service

Dessert order/ Tea Coffee Order

Presenting the check

• Checks must be presented only when asked.
• The waiter must bring the check-in a neat and tidy folder.
• Guest comment card should be in the folder.

Guest Feedback
Taking the Feedback from the guest about the food and service.

Farewell
• This is as crucial as welcoming the guest.
• Guest must be helped in getting up by pulling out the chair for them.
• Should be assisted with coats/ shawls.
• Must be thanked, Must be welcomed again. Eg: "Look forward to welcoming you
back to the restaurant”, “We hope that you visit us soon”.
Bar Knowledge
 Bar Knowledge

Bar Drinks

Bar drinks are divided into two main kinds

including alcoholic drinks and non-alcoholic
drinks
 Bar Knowledge

Liqueur

Liqueur is an alcoholic drink produced by distillation of fruit,

grains or vegetables that have already been through alcoholic
fermentation. There are four main types of liqueur including
citrus, fruit, bean & kernel and mixed & single herbs.
 Bar Knowledge

 Spirits (or liquor)

Spirit or liquor is an alcoholic

drink that contains ethanol, one
type of alcohol produced by
fermentation of fruits, grains or
other sources of sugar.

6 Type of spirit
• Brandy
• Vodka
• Gin
• Rum
• Tequila
• Whiskey
 Bar Knowledge

Wine

Wine is an alcoholic beverage made from

fermented grapes. Different varieties of
grapes and strains of yeasts give out
different styles of wine.

Type of Wine

• Red wine
• White wine
• Sparkling wine
• Portified Wine
 Bar Knowledge

Beer

Beer is made from cereal grains – the most

common ones include wheat, maize, rice or
malted barley.
 Bar Knowledge

Cocktail refers to any generic alcoholic mixed drink

which uses spirits as base drink then mixes with other
ingredients like lemonade, fruit juice or cream.

Liquor and Liqueur: 

these two types of alcoholic brews have quite similar

spelling, thus many may misunderstand these two.

 Liquor can be used interchangeably for spirits while

liqueur (as explained in the previous part) is an alcoholic
beverage made from a distilled spirit flavored with either
fruit, cream, herbs, flowers or nuts and normally sweet.
 Bar Knowledge

Bar Tools

Type of Mixing Technique

 Blending
 Shaking
 Muddling
 Stirring
 Straight
 Bar Knowledge

Glassware
 Bar Knowledge

BARTENDER TERMINOLOGY

• MIXER – Mixers are non-­‐alcoholic ‘mixes’ that accompany alcohol in drinks. Mixers can be water, pop,
juice

• NEAT – Neat means no ice, If someone asks for a whiskey neat, they are asking for a shot straight out of
the bottle

• PREMIUM – Premium refers to premium alcohol or top shelf liquor

• ROCKS (on the) – On the rocks simply refers to drinks with ice.

• SHAKE & STRAIN – Put ice and ingredients into a shaker tin, shake and strain into a glass

• SHOOTER – A shooter or shot is a 1-­2 ‐ ounce serving of either straight liquor or a mixture of
alcohol that is meant to be drunk in one gulp .

• STRAIN – To drain the liquid out of a shaker tin

• VIRGIN – Refers to a non-­‐alcoholic drink. Used to order common cocktails minus the
alcohol.
 In Room Dining

Room service is one of the most important 

foods and beverage departments of a hotel.
The room service department is mainly responsible for serving food and
beverages ordered by guests in their rooms. Round-the-clock room service
facilities are expected in all rated hotels.
 In Room Dining

Order taking procedure in room service

 The phone should be answered within three rings by the room

service order taker saying good
morning/afternoon/evening room service how may I
help you sir/madam?

 The order taker must verify the room number from the display
and may address the guest by his name given in the room list

 Confirm the order by repeating all the dishes ordered by the

guest

 End the conversation saying 'Than you sir/madam, have a

nice day.
 In Room Dining

DELIVERING THE ORDER QUICKLY AND PROMPTLY IN ROOM

• Ring the bell or knock the door twice and announce in a loud and clear
voice “Room Service”
• When the guest opens the room, wish him according to the day
• Announce the order by saying “Your coffee/ tea / lunch/ drinks, Mr.
Brown.”
• Introducing yourself by the name to the guest while entering the room.
• While walking into the room, enquire with the guest on where may I place the
tray
• Place the tray appropriately an offer to serve him.
• If you serve the meal, lay a proper cover in the table or in the trolley and start the
service.
• Wish the guest an enjoyable meal / drink / coffee.
• Retreat to the door and exit gracefully while closing the door softly behind you.
• May I take your signature Sir/ Madam.
Thank you ………..