ASEAN MRA Standards for Food & Beverage Services

FOOD & BEVERAGE SERVICES NC II

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 Core units of Competency
1. Prepare the dining room/restaurant area for
service
2. Welcome guests and take food and beverage
orders
3. Promote food and beverage products
4. Provide food and beverage services to guests
5. Provide room service
6. Receive and handle guest concern.
 FBS Contents
1. Knowledge / concept of what is a real food service.
2. What includes mise-en-place?
3. How to set the table?
4. How to skirt the table?
5. How to fold serviettes?
6. How to prepare service stations?
7. How to change the linen while guests are already seated?
8. Care & techniques for loading, unloading and carrying trays.
9. How to do Room Food Service?
10.Terms used in Food & Beverage
11. How to handle mise -en -scene?
12. Perform waitering skill
*Welcome & greet guests * Serve drink
* Seat the guests * Serve food
* Serve water * Perform 3-minute service
* Present menu * Present bill to guest
* Take orders * Receive payment
* Do suggestive selling * Bid goodbye
* Place orders to the kitchen * Clearing the table
* Re-arrange table setting
according to ordered food
13. How to handle intoxicated guest
14. Handling and care of equipment
15. What to do on emergency case
16. Preparing reports
 Pre test
1. Where is the proper location/placement of
the dinner knife in a cover?
A. Upper left side
B. On the top of the charger
C. Left side, nearest to the charger
D. Right side, nearest to the charger
2. It is also known as Gueridon type of table
service.

A. American Style
B. French Style
C. English Style
D. Russian Style
3. What type of glass is usually used for long
drinks, fizzes, and fruit juices?

A. Collins Glass
B. Champagne Flute
C. Brandy Snifter
D. Old Fashioned Glass
4. A menu that is change daily, it means on this
day.

A. A la Carte
B. Table d’ hote
C. Du Jour Menu
D. Static Menu
5. A cup used in serving Espresso and hot
chocolate

A. Cup and Saucer

B. Demitasse cup and saucer
C. Tea cup and Saucer
D. Moustache cup
 Food And Beverage Services NC II

 The FOOD AND BEVERAGE SERVICES

Consists of competencies that a person must
achieve to provide food and beverage service
to guests in various food and beverage
service facilities.
 Course Description:
This course is designed to enhance the
knowledge, skills and attitude in Food and
Beverages Service in accordance to industry
standards. It covers core competencies on prepare
the dining room/restaurant area for service, welcome
guests and take food and beverage orders, promote
food and beverage products, provide food and
beverage services to guests, provide room service,
and receive and handle guest concern.
 Job Opportunities:
A person who has achieved this Qualification is competent to be a:

Waiter/Waitress
Food and Beverage Service Attendant
Busboy/busgirl
Receptionist
Telephone Operator ( Room Service )
Food and Beverage Service Attendant
( Room Service )
 Prepare The Dining Room/Restaurant Area For Service

Welcome Guests And Take Food And Beverage Orders

CORE
Promote Food And Beverage Products
COMPETENCIES:
Provide Food And Beverage Services To Guests

Provide Room Service

Receive And Handle Guest Concern

Slide 14
 Materials for FBS
• Cutleries/ Silverwares (Spoon Fork Knife)
• Chinaware (Plates bowls)
• Glassware (water goblet wine glass)
• Linens (Serviette table cloth)
• Tables and chairs
Core 1: Prepare The Dining Room/Restaurant Area For Service

 This unit covers the knowledge and skills required in the

preparation of the dining room /restaurant area before the
start of the service operations. It involves opening duties or
the dining room mise-en-place prior to service. This unit
includes the knowledge and skills in taking reservations,
preparing service stations, table-setting, and setting the
ambiance of the food service facility.
 Core 1: Performance Criteria for this Element are:

1. 1 Take Table Reservations

You will need to find out the following information from the potential
customer:

 Required dates/length of stay

 The number/phone number
 Number of guests
 Name of the guest
 Ask questions and match the guest needs to what you have available
 All the time you will be checking these requests against what you have
available
 Obtain personal details, contact data and method of payment
 Repeat back the reservation details for confirmation with the customer
to check that everything is correct.
 
1.2 Prepare Service Stations And Equipment
 Checking Completeness & proper organization of ménage (household)
and Condition of Stocks in Service Station
 Making Requisition to Replenish Stocks
 Gathering Equipment and Supplies for Set-up and Service
 Preparing Mis-En-Place – Wiping/polishing Cutleries, Glasses,
Chinawares, serviettes, Filling up Condiments, etc.
 What are expected to be performed?
How to do Mise-en-Place? 1. Clean the dining area
2. Check the condition of the tables,
chairs and other furniture.
3. Make sure the beverage wares are
shiny clean
4. Condiments are cleaned & refilled.
5. Prepare the table appointments.
6. Fold serviettes
7. Check for any reservation and the
requirements
8. Do table skirting if necessary
9. Prepare floral arrangement, if
needed
10. Know the menu for the day
1.3 Set Up The Tables In The Dining Area
 Match table setting to menu
for the session
 Set tables and dress where
appropriate
 Complete final inspection of
room and table set ups
 Identify and report recurring
problems with set up to the
appropriate person to
prevent recurrence
 What are expected to be performed?

How to set the table? 1. Check on the condition of the table before
setting up.
2. Make sure that the table appointments are
clean and dry.
3. Refer to the type of service to be done.
4. Set only the necessary table appointments
according to menu.
5. Observe the distance of 1 inch from the edge
of the table; ¾-1” between the cutleries.
6. Complete the set up with folded serviette
and floral arrangement, if necessary.
Once the room setting and equipment is set up it is now time to set
the tables to meet the expected trade for the meal period.
• What types of setting can you prepare?

• What cutlery and crockery is needed?

A cover

A place setting for one guest is commonly known in the industry

as a ‘cover’.
A la carte setting

This setting usually consists of:

• Main course knife

• Main course fork

• Bread plate

• Bread knife

• Water goblet

• Serviette

• Center pieces

• Cruets

• Place plate
Table d’hôte setting
• A table d’hôte menu is a menu that has a set price for a number
of courses
• ‘Table d’hôte’ means ‘table of the host’

• All courses are included in the price and

must be paid for by the guests even if
they don’t eat every course
• This is often called a ‘set menu’
Table d’hôte setting

The setting for this menu would be:

• Main course knife and fork

• Entrée knife and fork

• Main dish knife and fork

• Dessert spoon and fork

• Bread plate and knife

• Wine glass (Red wine, white wine,

• champagne flute, water goblet)

• Serviette

• Centre pieces

• Cruets

• Place plate

• Set of Plate( Dinner, Entree, Salad ,soup bowl, Appetizer)

Styles of Service

There are many styles of service that require different

settings.
• What styles of service do you know?

• How are table settings influenced?

Silver/ Russian Service

Food items are prepared and carved or separated into

individual portions and placed on platters by kitchen staff.

Waiting staff use spoons and forks to serve food from service
platters

The benefits of silver service are:

• Adds a dimension of ‘entertainment and
sophistication’
• Customers can have greater choice
Gueridon Service

Food is prepared or cooked at the table and served using full silver
service techniques.

The benefits of gueridon service are:

• It is a form of entertainment

• It is interactive

• It allows customers to see the cooking process

• Meals can be prepared to customers’
exact specifications
Buffet Service
• Food is prepared in kitchens in large quantities and
then placed on a buffet or display table
• In most buffet situations guests serve themselves and
select the items and quantities they desire
Cocktail Service
• This style of service is very popular, either as a prelude to a
dinner or as a stand alone function in its own right
• Waiters providing a range of finger foods and beverage to
customers in a stand up function
Final Check and Confirmations

As part of the final check a final confirmation of the following may

take place:
• Bookings

• Special requests

• Seating plan

• Station allocations
1.4 Set The Mood/Ambiance Of The Dining Area
 Lights are adjusted according to time of the day.
 Tables, chairs and other dining room furniture are
arranged to ensure comfort and convenience of the
guests.
 Appropriate music is played when applicable
 Floors/carpets are cleaned and made sure are dry.
 Air-condition or cooling units are adjusted for the comfort
of the guests
 Decorations are set-up according to theme or concept of
the dining room.
Core 2: Welcome Guests And Take Food And Beverage Orders

This unit deals with the knowledge and

skills required in providing pre-meal
services to the dining guests as soon as
they arrive in the foodservice facility. It
covers the dining room or restaurant
service procedures before the food and
beverage orders are served. This unit
involves the initial steps in the sequence
of service that includes the welcoming of
guests, seating the guests, taking food
and beverage orders and liaising
between the kitchen and the service
area.
 Core 2: Performance Criteria for this Element are:

2.1 Welcome and Greet Guests

 Guests are acknowledged as soon as they

arrive.
 Guests are greeted with an appropriate
welcome.
 Details of reservations are checked based
on established standard policy.
 What are expected from the performance?

Welcoming Guests

You never get a second chance to make a good first impression

• What is a good way to welcome customers to a food and
beverage establishment?
Greeting
Give an appropriate greeting
• What is a good way to greet a customer?

• What is ‘ice-breaking’ conversations that you can initiate?

Check Reservations

• Name of booking

• Reservation/No reservation

• Confirm number of guests

• Smoking and non smoking

• Special requests
2.1 Escort and Seat Customers

 Guests are escorted and seated according to table allocations

 Tables are utilized according to the number of party.
 Guests are seated evenly among stations to control the traffic flow
of guests in the dining room.
 Cloth napkins are opened for the guests when applicable.
 Water is served when applicable, according to the standards of
the foodservice facility.
 What are expected from the performance?
Escort and Seat Customers
• “Follow me”

• Walk at a comfortable pace

• Acknowledge any dangers

• Pull our chairs

• Push in chairs

• Ensure adequate seating

• Remove excess chairs

• Lap serviette

• Communication
Offer Pre-meal Services
• Seat

• Magazine/newspaper

• Menu

• Beverage

• Snack
Present Menus
• Ensure there are adequate menus for everyone to read

• Provide menus suitable for the customers:

– Different languages

– Children’s menus

• Distribute menus to the guests from their right-hand side

• Leave the wine list with the host or place in the centre of the
table
 What are expected from the performance?
2.3 Take Food And Beverage Orders
 Take beverage orders and food orders

 Sell menu items and drinks proactively

 Recommend wines and drinks to

accompany selected foods

 Respond to guest queries regarding

menu items and drink choices

 Transfer orders to service and

preparation points

 Adjust settings/covers to reflect menu

items selected

 Liaise with other staff regarding

intended service delivery
Giving/ Offering Advice and Information on Food
• Ingredients in dishes
• Cooking/preparation times
• Whether things like MSG, sugar, and flour
are present in dishes
• Serve sizes
• Whether items are fresh, frozen, canned, etc
• Why a certain dish has the name it does
• What different cooking styles mean
• Menu and cooking terminology
Taking Orders
Options available

Staff may be required to:

• Remember orders

• Record orders on paper-based order forms

• Record orders using electronic means

Guidelines for taking the order
• Look for signs when guests are ready to order
• Start with females
• Record clockwise or number guests
• Record all orders accurately and legibly
• Repeat orders
Sale of additional items

• Side salads, vegetables or French fries

• Starch foods like wedges, fries, rice or other potato formats

• Beverages to compliment meals

• Additional sauces or condiments

• Desserts
Recommending Food and Wine
General guidelines
• Whites with fish, chicken, veal and pork
• Reds with dark meat
• Reds with cheese
• Delicate wines with delicate food
• Full-bodied wines with full-bodied food
• Sweet wines with sweet food
• Sparkling wine can generally go with anything and with
any course

 
Food and Wine Combinations
2.4 Liaise Between Kitchen And Service Areas

 Orders are placed and sent to the kitchen

promptly.
 Quality of food is checked in accordance with
establishment standards
 Tableware is checked for chips, marks,
cleanliness, spills, and drips
 Plates and/or trays are carried out safely.
 Colleagues are advised promptly regarding
readiness of items for service
 Information about special requests, dietary or
cultural requirements is relayed accurately to
kitchen where appropriate.
 Work technology are observed according to
establishment standard policy and procedures
Adjusting Settings to Reflect Selections

Depending on the dishes and drinks they have ordered, it is

now time to adjust the setting with certain items of:
• Cutlery
• Glassware
• Service wear
 Core 3: Promote Food And Beverage Products

 Know the product

 Undertake Suggestive selling
 Carry out Upselling strategies
 What could be offered or promoted to guests?

1. Side Salad
2. Starch food like fries, potato
3. Beverages
4. Appetizers
5. Dessert
6. Coffee
 Some Terms to Remember in F&B Service

1. Canape  Piece of bread w/ topping

2. Sneeze Guard  Used to cover the food displayed
3. Table Tent  Placed on table for notices
4. Hors d’ oeuvres  Made of spinach & olive oil/Appetizer
5. Bechamel  White sauce
6. Entrée  1st course
7. Mirepoix  Assorted vegies & spices for flavour
8. Croutons  Fried diced bread
9. Gueridon  Used as service tray
10. flambe  Flaming food / drink
 Core 4: Provide Food And Beverage Services To Guests

This unit deals with the knowledge and skills required in the
provision of food and beverage service to guests in various
types of dining venues and diverse styles of service. This unit
focuses on the procedures in the delivery of food and
beverages to the guest as well as on the knowledge and skills
that underpins the efficient work performance in assisting the
dining guest during and after the meal service.
 Rules for Serving Food & Beverage
Food Service Beverage Service
(General Rule) (General Rule)
Food are served on the left Beverages are served on
side of guest, except for the right side of guest,
American service where both
food and beverages are
clockwise.
served on the right side of
guest
 Core 4: Performance Criteria for this Element are:

4.1 Serve Food Orders

 Serve bread rolls at table

 Serve dishes as ordered by guests

 Check guest satisfaction as part of service delivery

 Take remedial action in the event of guest dissatisfaction

 Clear table at appropriate times throughout meal and on completion of

meal
Serving Food and Beverage Items

Collect food selections

When collecting food ensure:

• Correct food
• Correct temperature
• Correct requests
• Clean plate
• Service cutlery
• Garnishes and condiments
• Correct side dishes
• All meals to the table are taken at the same time
Serving Food
 Use 2 plate or 3 plate method

 Serve the meal from the right

 Serve ladies first or direction

 Place the meat at 6 o’clock

 Repeat order when presenting

 Ensure correct cutlery

 Ensure correct condiments

Check Customer Satisfaction
Conduct ‘The 3 minute check’
• Ensure meals are alright
• Replenish condiments
• Providing additional items
• Clear unused items
 Core 4: Performance Criteria for this Element are:

4.2 Assist the Diners

Offer additional food and beverage

• Re-order drinks

• Additional items

• Give ideas of next course

• More cutlery/crockery

• More condiments
Clear Tables
• What is the sign that a guest has finished their meal?
• Before clearing, ask if they have finished
• Clear the table together
• Remove any unused items
• How do you clear plates?
4. 3 Serve Beverage Orders

 Serve pre-dinner drinks to table

 Serve wines to table
 Serve after-meal drinks to table
 Coordinate timing of beverage service to match
courses/menu items being served
 Clear glasses and beverage items
Serving Beverage Items
Collect Beverage Selections

When collecting drinks ensure:

• Correct drink
• Correct glassware
• Garnishes
• Glasses have right amount of liquid
• Drinks are not flat (if required to be carbonated)
• Correct straws
Serving Beverages
• Carrying trays
• Handle glassware by the stem or stem
• Don’t overload trays
• Use coasters
• Provide snacks where appropriate
• Monitor behavior of guests (alcohol)
• Announce name of drink
 
Clear Beverage Items

Similar to the service of beverages, the timely clearance of

both used and unused glasses is important.
• When should used glasses be cleared?
• When should unused glasses be cleared?
• What else should be cleared?
4.4 Conclude Food Service and Close Down Dining Area

Present account to guest:

• Compile guest account ready for presentation

• Present account to guest

• Accept payment for account

• Process payment of account

Presenting the Bill to Customer

Questions:

1. When should the bill be • When the guest gives a

presented? body language
2. To whom should the bill • Give the guest to the host
be presented?
3. How should the bill be • Present the bill right side
presented? up inside a bill jacket
Provide Departure Services

 Assist guest in
leaving table
 Provide end-of-
service assistance,
as required
 Farewell guests
Conduct shut down activities
 Turn off electrical and service-
related equipment, where
appropriate

 Remove used linen items for

laundering

 Store, stock and replenish, where

necessary, for next service session

 Dispose of waste

 Clear and clean service area and

service items

 Conduct session de-briefing

 Conduct handover to incoming

shift, where appropriate
 Core 5: Provide Room Service

This unit deals with the knowledge and skills required

in the provision of food and beverage service
particularly in the guest room of a commercial
accommodation establishment.
 Core 4: Performance Criteria for this Element are:

 Take and process room service orders

 Prepare for room service

 Present room service accounts

 Clear room service

 Maintain readiness of room service

Taking Room Service Order and Delivery

1. Receive calls from rooms promptly and courteously.

2. Check guest room number, guest name and use them for the
interaction.
3. Check and clarified details of orders with guest.
4. Record and interpret room service orders received.
5. Use suggestive selling techniques .
6. Set up trays and trolleys depending on meal functions.
7. Check orders before leaving the kitchen.
8. Prepare and presented room service meals and beverages to guests.
9. Check and presented guest accounts.
10. Present payments to cashier for processing.
11. Clear room service area.
How to Load / Unload / Carry the Tray?

Loading Unloading
1.Check the cleanliness of tray 1. Never put the tray on the
2.Put the heaviest & the biggest at the table where the guests
center
are seated.
3.Put the hot food away from the cold
one 2. Unload from one side to
4.File the saucers together the other side to
5.Pot spout must not be facing the balance the weight.
plates 3. The dish at the center
should be the last to be
Note: Trays should be carried with unloaded.
the left hand, balanced with the palm.
 Core 6: Receive And Handle Guest Concern

This unit deals with the knowledge

and skills required in receiving and
handling guest complaints.
 Core 4: Performance Criteria for this Element are:

 Listen to the complaint

 Apologize to the guest
 Take proper action on the complaint
 Record complaint
 Handling Complaints
Use HEAT
H- Hear
E- Empathize
A- Apologize
T- Thank the guest
 FBS NC II Assessment
• Full Qualification
• Wear proper waiters uniform and bring ball
pen and piece of paper
• Orientation
• Tasks to perform
• Table service (Napkin folding, Reservation, Mis
en place, Ala Carte Set up, Sequence of
service)
• Room Service ( Room service reservation,
Room service set up, room service delivery)
• Interview
• Critical aspects of the assessment
Questions???

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Thank you!...

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