FOOD AND BEVERAGE SERVICES

MODULE 1 & 2
BASIC WAITERING
 QUALITIES OF A WAITER
► HARDWORKING
► FLEXIBLE
► HONEST
► RESOURCEFUL
► GOOD LISTENER
► SALESMAN
► LOTS OF COMMON SENSE
► HYGIENIC & WELL-GROOMED
 SERVICE SEQUENCE
 PlacingReservations
Phone Order/s to System and Kitchen
 Welcoming
Quality Checking
Guests
 Guiding
Food Presentation
and seating the Guest/s.
 Check Satisfaction
comfort and seating arrangement
 Menu Dessert
Offer Presentation
and Drinks
 Order Taking
Presenting the Bill
 Suggestive
Thank the Guest/s
Selling
 Repeat Order/s
 Phone Reservations
 Answer the telephone with the standard
greetings “ good morning. Thank you for
calling MKS Restaurant, Alfred
Speaking..How may I help you? “
 Get the following details from your Guest
 Name and Contact Numbers
 Date and Time of Reservation

 Table for How many paersons?

 Guest Preferences

 CONFIRM THE RESERVATION TO THE GUEST

Welcoming Guest

 Greet Guest/s with a SMILE

 Welcome Guest to the Outlet
 Ask if they have a Reservation
 Ask Guest preference (SMOKING or
NON-SMOKING)
 Guide Guest to Table Preference (use
open palm)
 Guiding In
 Use open palm, direct which way to go.
 For elderly and/or disabled assist properly.
Note: Ask permission 1st.
 For group with kids, position them in the corner
or wall side
 For couples assist them to the best view of the
restaurant /corner
 Always follow guest preference.
 Assist when sitting by pulling out and pushing
back the chair gently (Ladies First) .
 Offer kiddy chair for guest with kid/s.
Check Comfort
 Confirm if they are comfortable with the
selected seat/s and table/s.
 Ask if table is enough for the group
 Ask if temperature is suitable for them.
 Adjust to any of the guest preference
 Check satisfaction.
 Know your Product
 Know what your product is
 Portioning
 Doneness
 Ingredients
 Preparation time
 Presentation
 Sauces, condiments, etc. that goes with the meal.
 Cutleries, chinaware’s & glasses
 Suggest other food items best to go with the meal
ordered
Menu Presentation
Present menu to guests (ladies first)
Present beverage menu
Present food/ala carte menu, suggest
appetizer first.
Note: Hold menu at upper part with
your right hand and assist with your left
hand at the bottom part.
Inform guest the type of menu you are
offering.
 Order Taking
Take down notes and orders
Write legibly to be readable
Inform Guest regarding Out of Stocks and
immediately offer alternatives
Listen carefully to what the guest is saying
Respond to guest according to the order/s
placed. (Yes, Sir/Maam)
Thank Guest after taking Orders
Suggestive Selling
 Offer slow moving but highly profitable Items.
 Consider kitchen stock FIFO
 Suggest aperitif or wine to go with their meal
 Offer specialty of the day/house
 Offer second servings of items ordered.
 Suggest long drinks and fresh juices
 Inform guest of food portioning for possible
adjustments with their order/s..
REPEAT ORDER
 Sir / Ma’am, may I  Extra’s
repeat your order pls.  Portion/s
…..  Which would you like
 You ordered for (#) to be served first?
pcs. of…  Family style serving…
 Doneness or..
 Sidings  Would that be all
 Sauces Sir/Maam?
 Drinks (alco / non-  Thank Guest sincerely
alco)
Placing Orders to Bar &
Kitchen
 Encode orders to system
 Provide copy of O.S. for Beverage
 Provide copy of O.S. for Food Orders
 Specify Sequence and/or type of
service
 Inform Guest Preference on Food and
Drinks
 If preference is not available, inform
Guest ASAP.
 QUALITY CHECK
(last touch policy)
 Check if  Check plates
prepared food is used
within standards  Check cutlery
 Check portioning set-up in the
based on table.
standards  Check
 Check condiments
preparation needed
based on guest  Prepare all
request. serving gears
 FOOD PRESENTATION
 Excuse yourself from the guest when ever
presenting any food or Beverage
 Present to guest through the correct serving side
(follow sequence of service).
 Confirm or repeat order while laying items on
the table
 Inform Guest of his / her preference and how it
has been prepared.
 Offer assistance after serving. “Is there
 anything else I may assist you with Sir/Ma’am?”
 Thank guest “enjoy your meal/drinks sir/maam”.
Check Satisfaction
• Check when it is the right time to interrupt.
(breaking the silence)
• Magic word must be expressed before saying
something
• “How’s the food / beverage, how’s the taste?
Was it prepared to your satisfaction?
• “Is there anything else I may assist you with, Sir
/ Maam?
• “Thank you very much, enjoy your Meal or
Drinks.
 Offer desserts and hot beverages.

 “Excuse me Sir/Ma’am would you like to

try our _________ for dessert?”
 Would you like to have coffee or tea?
 I suggest you try our new concoction
called _______, it’s good and helps for
fast digestion.
 Thank you very much (I’m sure you will
like it!)
 Presenting the bill
 Secure bill from the Cashier
 Check details of the bill and encircle total amount
 Excuse yourself and present bill to guests
 Request the guest to check the bill to confirm that
they have been charged correctly.
 Check that the guest’s signature is correct for
“charge bill”(Credit Card)
 Thank guest and excuse yourself.
 Forward bill/s to Cashier for posting
 For CREDIT CARD
PAYMENTS
 Check the credit card details including expiry
date
 Request for a valid ID
 The credit card and the ID details should
match
 Have the Charge Slip Signed by the
Cardholder
 For CASH Payments
 Double check the amount Received
 Return to the guests Official Receipt and
Change if any..
Bid GUEST goodbye !!

After processing the bill, return to

guest and hand-over change if any.
Assist guest as they prepare to leave.
Lead guest to doorway.
Sincerely thank guest and bid
goodbye.
ROOM SERVICES
 Answer the telephone courteously
 Room Service Alfred Speaking How may I help
You?
 Listen carefully and have a paper and pen
ready to take down notes and order/s.
 Write down Rm # and take order carefully
 Repeat order to confirm
 Offer suggestions for possible revenue
 Encode order to system and provide OS to
kitchen for production.
 Prepare all cutleries, china-wares, glasses,
condiments, other request and receipt.
 Write down orders, room # all dining wares,
time etc. to Room service logbook/form.
ROOM SERVICE WITH A PLUS
 Lay food at table while giving information
regarding guest orders.
 Confirm satisfaction about the order and
request.
 Inform guest to call local # 122 for clearing
or inform guest that you will call after 30-
45mins for possible clearing of dishes.
 Offer other services “is there anything else I
may assist you with Sir/Maam?
 Thank guest and express “Have a good day
enjoy your Meal”
 Bid goodbye and gently close the door.
 Log on to the room service logbook/form,
for the time delivered and endorse for
clearing.
The customer is the most important
visitor in our premises.
He is not dependent on us - we are
dependent on him.
He is not an outsider in our business –
he is a part of it.
We are not doing him a favor by serving
him – he is doing us a favor by giving us
the opportunity to do so.
 Thank you for listening !
Prof. Jayson D. Cabatuando
TESDA Competency Assessor/TRAINER
(Housekeeping NCII, Tourism Promotions NCII, Tour
Guiding NCII, Food & Beverage Services NCII, Events
Management Services NCIII, BARTENDING NCII)

Regional Lead Assessor for Front Office Services NCII

TMC 1 Technical Trainer
Owner, NORTHRIDGE TRAVEL & TOURS
jdcabatuando@yahoo.com