COMPETENCY BASED LEARNING MATERIAL

Sector : TOURISM (HOTEL AND RESTAURANT)

Qualification Title : FOOD AND BEVERAGES NC II

Unit of Competency : PROVIDE FOOD AND BEVERAGE SERVICES TO

GUESTS

Module Title : PROVIDING FOOD AND BEVERAGE SERVICES TO

GUESTS

SALAY COMMUNITY COLLEGE

MEMBERS
LUCERO, JANNAH GRACE C.
MAATA, JECILLOU L.
MABOLO, GERTRUDE JADE G.
OGA, APRIL JANE
RACAZA, KATHLEEN CLAIRE C.
 HOW TO USE THIS COMPETENCY – BASED LEARNING
MATERIALS

Welcome to the module in FOOD AND BEVERAGES NC II. This module

contains training materials and activities for you to complete.

The unit of competency “PROVIDE FOOD AND BEVERAGE SERVICES TO

GUESTS” contains knowledge, skills and attitude required for TRAINEES.

You are required to go through, a series of learning activities in order to complete

each learning outcome of the module. In each learning outcome are Information Sheet,
Self-Checks, Task Sheets and Job Sheets. The follow these activities on your own. If you
have questions, don’t hesitate to ask your facilitator for assistance.

The goal of this course is the development of practical skills in supervising work
based training. Tools in planning, monitoring and evaluation of work-based training shall be
prepared during the workshop to support in the implementation of the training program.
This module is prepared to help you achieve the required competency, in “PROVIDE
FOOD AND BEVERAGE SERVICES TO GUESTS”.

This will be the source of information for you to acquire knowledge and skills in this
particular competency independently and at your own pace, with minimum supervision or
help from your facilitator.

Remember to:
● Work through all the information and complete the activities in each section.
● Read information sheets and complete the self-check. Answer keys are included in
this package to allow immediate feedback. Answering the self-check will help you
acquire the knowledge content of this competency.
● Perform the task sheets and job sheets until you are confident that your output
conforms to the performance criteria checklist that follows the sheets.
● Submit outputs of the task sheets and job sheets to your facilitator for evaluation and
recording in the Accomplishment Chart. Outputs shall serve as your portfolio during
the institutional competency evaluation.

A certificate of achievement will be awarded to you after passing the evaluation. You
must pass the institutional competency evaluation for this competency before moving to
another competency.

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 COMPETENCY-BASED LEARNING MATERIALS
List of Competencies

No. Unit of Competency Module Title Code

Preparing dining/restaurant TRS512387

1. Prepare dining/restaurant area for service
area for service
TRS512391
2. Prepare and set tables Preparing and set tables

Welcome guests and Welcoming guests and

3. take food and beverage taking food and beverage TRS512388
orders orders

Promote food and Promoting food and TRS512389

4.
beverage products beverage products

Provide food and Providing food and

5. beverage services to beverage services to TRS512390
quests guests

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 MODULE CONTENT

Qualification Title : FOOD AND BEVERAGES NC II

Unit of Competency : PROVIDE FOOD AND BEVERAGE SERVICE
Module Title : Providing food and beverage service

Introduction
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

Learning Outcomes

LO 1 Serve food orders

LO 2 Assist the diners

LO 3 Perform banquet or catering food service
LO 4 Serve Beverage Orders
LO 5 Process payments and receipts

Assessment Criteria

1. Additional requests or needs of the guests are anticipated.

2. Additional food and beverage are offered and served at the appropriate
times.

3. Necessary condiments and appropriate tableware are provided based on

the food order.

4. Delays or deficiencies in service are recognized and followed up promptly

based on enterprise policy.

5. The "3-minute check" is conducted to check quest's satisfaction.

6. Children and guests with special needs are treated with extra attention and
care.

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 Self Check 1.1
Identification: Read each statement carefully. Identify the correct term being described.
Write your answer on the blank before each number.

__________1. A style of service where food is served directly to guests at their table by
waitstaff.
__________2. A service style where guests serve themselves from a variety of dishes
displayed on a table.
__________3. The correct order of steps in serving guests (e.g., greeting, taking order,
serving, checking satisfaction).
__________4. A follow-up done a few minutes after serving food to check guest
satisfaction.
__________5. Items like ketchup, mustard, or soy sauce provided to enhance food
flavor.
__________6. The act of offering extra food or drinks to guests during their meal.
__________7. The proper side where food and beverages are usually served to guests.
__________8. Guests who require extra attention such as children, elderly, or persons
with disabilities.
__________9. The process of removing used plates and utensils from the table during
or after a meal.
__________10. The final step in service where guests are thanked and bid goodbye
politely.

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 Answer Key 1.1

1. Table Service
2. Buffet Service
3. Sequence of Service
4. 3-Minute Check
5. Condiments
6. Upselling / Offering Additional Items
7. Right Side Service
8. Guests with Special Needs
9. Clearing the Table
10. Farewell / Thanking Guests

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 Task Sheet 1.1
Title: Thanking and Fare welling Customers Courteously

Performance Objective: Given a simulated restaurant or dining setup, you should

be able to thank and farewell customers courteously
following standard hospitality service procedures.
Supplies/Materials : Table setup (plates, utensils, glassware)
Napkins
Order slip (optional)
Equipment : Tray
Service area or mock dining setup

Steps/Procedure:

1. Observe when the guest is about to leave.

2. Approach the guest with a smile and proper posture.
3. Thank the guest sincerely (e.g., “Thank you for dining with us.”).
4. Use polite farewell expressions (e.g., “Have a nice day/night.”).
5. Invite the guest to return (e.g., “We hope to see you again.”).
6. Assist the guest if needed (e.g., hold the door, call a taxi).
7. Show extra care for special guests (elderly, children, PWDs).
8. Maintain eye contact and a friendly tone.
9. Ensure the guest leaves with a positive impression.

Assessment Method:

 Observation
 Demonstration of practical skills
 Oral questioning

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 Performance Criteria Checklist 1.1

CRITERIA
YES NO
Did you….
1. Recognized when the guest is about to leave.
2. Approached the guest politely.
3. Thanked the guest sincerely.
4. Used appropriate farewell expressions.
5. Maintained proper posture and grooming.
6. Showed friendliness (smile, eye contact).
7. Offered assistance when needed.
8. Demonstrated respect to all types of guests.
9. Followed establishment standards/policies
10. Ensured guest satisfaction before leaving.
11. Created a positive final impression.

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 Operation Sheet 1.1
Title: Proper Procedure in Thanking and Farewelling Customers.
Performance Objective: Given a simulated dining environment, you should be able to
properly thank and farewell customers courteously following standard hospitality
service procedures and establishment policies.
Supplies/Materials : Table setup (plates, utensils, napkins)
Customer order slip (optional)
Equipment : Tray
Mock dining area or restaurant setup

Steps/Procedure:
1. Observe guests and identify when they are ready to leave.
2. Approach guests with a pleasant smile and proper posture.
3. Thank the guests sincerely for dining (e.g., “Thank you for dining with us.”).
4. Use appropriate farewell expressions (e.g., “Have a great day/night.”).
5. Invite them to return (e.g., “We hope to see you again.”).
6. Offer assistance if needed (e.g., hold the door, call a taxi).
7. Provide extra attention to guests with special needs.
8. Maintain eye contact and a respectful tone.
9. Ensure the guest leaves satisfied and comfortable.

Assessment Method: Observation

Demonstration
Oral questioning

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 Performance Criteria Checklist 1.2

CRITERIA
YES NO
Did you….
1. Recognized guest departure timing.
2. Approached guest politely and confidently.
3. Thanked the guest sincerely.
4. Used appropriate farewell expressions.
5. Maintained proper grooming and posture.
6. Showed friendliness (smile, eye contact).
7. Offered assistance when necessary.
8. Demonstrated respect to all guests.
9. Followed establishment standards.
10. Ensured guest satisfaction before leaving.
11. Left a positive final impression.

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 Job Sheet 1.1
Title: Demonstrating Proper Customer Farewell in Food Service.
Performance Objective: Given a restaurant simulation, you should be able to perform
proper customer farewell procedures following standard service sequence and
hospitality etiquette.
Supplies/Materials : Table setup
Menu or order slip
Napkins
Equipment : Tray
Dining/service area

Steps/Procedure:

1. Complete the service and observe guest behavior.

2. Prepare to assist the guest as they finish dining.
3. Approach the guest politely with a smile.
4. Thank the guest sincerely.
5. Deliver a courteous farewell message.
6. Offer assistance (door, taxi, umbrella if needed).
7. Maintain professionalism until the guest exits.

Assessment Method: Demonstration of practical skills

Observation
Interview (oral questioning)

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 Performance Criteria Checklist 1.3

CRITERIA
YES NO
Did you….
1. Recognize when the guest is about to leave |
2. Approach the guest politely and confidently.
3. Maintain proper posture and grooming.
4. Smile and show a friendly attitude.
5. Thank the guest sincerely for their visit.
6. Use appropriate and polite farewell expressions.
7. Maintain eye contact while speaking to the guest.
8. Offer assistance when needed (e.g., door, taxi,
umbrella).
9. Show extra care to guests with special needs
(elderly, children, PWDs).
10. Follow establishment standards and
procedures.
11. Ensure the guest leaves with a positive final
impression.

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LEARNING OUTCOME # 2 ASSIST THE DINERS
CONTENTS
1. Good communication skills.
2. Service styles for different types of food
3. Compatibility of common food and beverage items
4. Traditional accompaniments for different types of food
ASSISTMENT CRITERIA
1. Additional requests or needs of the guests are anticipated.
2. Additional food and beverage are offered and served at the appropriate times
3. Necessary condiments and appropriate tableware are provided based on the food
order.
4. Delays or deficiencies in service are recognized and followed up promptly based on
enterprise policy.
5. The "3-minute check" is conducted to check quest's satisfaction.
6. Children and guests with special needs are treated with extra attention and care.
CONDITION
Student/ trainee must be provided with the following:

Telephone
Pen and paper
Guidelines
ASSISTMENT METHOD
Interview (oral/questionnaire)
Observation
Demonstration of Practical Skills
Written examination

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 Learning Experiences
Learning Outcome # 2

Learning Activities Special Instructions

Use visual aids or actual examples. Ask
1. Identify and discuss different food service students to give real-life situations where
styles (e.g., table service, buffet, family each service style is used.
style).

2. Explain and demonstrate general service Emphasize proper hygiene, grooming, and
principles (cleanliness, politeness, timing). professional behavior at all times.

Follow the correct flow: greeting → taking

3. Arrange the correct sequence of service order → serving → 3-minute check →
through role-playing. clearing.

Serve from the right side, avoid touching

4. Demonstrate proper serving of food and rims of glasses/plates, and handle trays
beverages. properly.

5. Practice anticipating guest needs through Encourage students to observe guests and
simulation activities. respond before being asked (e.g., refill
water, offer condiments).

6. Perform the “3-minute check” during a Ask: “How is your meal?” Replenish
role-play scenario. condiments and remove unused items.

7. Identify and provide appropriate Match food with correct utensils (e.g., steak
condiments and tableware based on food knife for steak).
orders.

8. Handle service delays or complaints Follow proper procedure: apologize, explain,

through group role-play. and resolve based on standard policy.

9. Follow proper procedure: apologize, Show extra care, patience, and

explain, and resolve based on standard attentiveness. Adjust service approach
policy. accordingly.

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 Information Sheet 4.1-1
ASSIST THE DINNER

Prepare food and/or food and beverage outlet for service

1. Check food service area and customer facilities for cleanliness prior to
service, in accordance with enterprise procedures, and where required, take
corrective

Staff working in a food and beverage facility will be responsible

for checking the food and beverage area prior to
opening/service to ensure its cleanliness and, where required,
to take corrective action.
In most establishments, employees are rostered on a minimum
of half an hour depending on bookings and the size of the
facility before a shift starts, to prepare a restaurant/dining area
for service.
The preparation of a restaurant is vital for the efficient and
successful running of any meal shift. Things need to be
checked, stocked, positioned and cleaned before a restaurant
opens to the public, and if a restaurant is unprepared, service
may be slow, inefficient and seen as unprofessional by the
customer, who then may decide not to return.
You need to be ready for service when the doors open
otherwise you always seem to be playing catch-up, and never get on top of what needs
to be done.

The range and variety of food and beverage outlets

The industry boasts a wide variety of food and beverage
outlets.
The notes provided in this manual are intended as a guide
to what is generally applicable. However, you are advised
to identify what specifically applies at your workplace and
comply with those requirements where they differ from
what is provided in these notes

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In many instances the preferred methods, techniques and protocols will reflect the
nature and style of the establishment and the atmosphere, image and environment it
wishes to create.
For example, one establishment may aim for a casual dining environment while another
aims for a more formal approach.
Neither is right or wrong-they are simply different and it is your responsibility to provide
the style of service appropriate for the venue where you work.
If unsure about what applies where you work, speak to your supervisor.

Cleaning and checking the restaurant area

All areas need to be checked for cleanliness or cleaned prior to service.
Most establishments employ cleaners to do the bulk of the cleaning during the hours the
area is closed. However, throughout the day, certain areas must be monitored for their
ongoing cleanliness and any problem areas must be rectified promptly.
These problems cannot wait until the dally major cleaning service. These procedures
follow any establishment schedule. They cover a wide diversity of tasks and equipment.
The size of the venue, the number of staffs, the number of covers, layout, service style
and opening hours will all impact on the cleaning and checking that are required.
Areas to check for cleanliness may include:
● Furniture-tables and chairs
● Wall hangings-pictures or displays
● Fixtures-light fittings and door knobs
● Plants indoor plants and pots.
● Glass-windows, panels and doors
● Floor-carpet and tiled areas
● Work stations-waiter’s sideboard
● Toilets-rest areas.
● Operating equipment such as coffee machine, carving trolley, toaster, bar chiller,
bar blender etc...
Checking and cleaning customer facilities
Facilities can say a lot about the hygiene levels and standards of an establishment.
Customers dislike visiting facilities in a venue that are messy or unclean, and often infer
things about other areas of the property based on what they find in these public areas.
It is therefore very important to keep these areas clean. Waiting staff cannot afford to
adopt a view that says 'these are not my areas - it's not up to me.

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They are and it is!
Customer facilities may include the waiting area, the toilets, non-smoking areas and
external areas.

Waiting area
This area is used to seat customers who may be waiting for a table, or waiting for other
guests to arrive.
Waiting areas usually have seating, offer written material for customers to read, and
have some of view to keep customers engaged while they are waiting.
Waiting areas may also have a cloakroom to store customers' property. It is vital for
cloakrooms to be clean and well-maintained in order to reduce the risk of damaging
customers' property, and to create an initial Impression of care and attention to detail
throughout the entire property. Waiting areas are usually near the front entrance, and
are often the first area a customer enters. This first impression of the establishment is
very important so cleanliness and tidiness is essential.
In addition, staff who work here must realize that their dress, actions and demeanor are
likewise critical: they must also realize that customers will see them before they talk to
them, and are forming an opinion of the establishment long before the first word is said.

Toilets
The restroom area must be kept clean at all times and well-stocked with the necessary
items.
Depending on the number of patrons, some restroom areas can get quite messy during
service.
A Cleaning Schedule and Checklist for the individual facility should be prepared and
used to guide inspections of toilets.
The following areas in a restroom must be checked for cleanliness and stocked before
service and regularly throughout a shift. Checks should include:
● Benches-making sure they are free from water, soap scum, tissues and
glassware
● Toilet cubicles-checking they are stocked with toilet paper, the toilet bowl and
seat must be clean
● Urinal-checking they are clean and in good
working order and deodorant blocks supplied
where appropriate

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 ● Hand towel dispenser- making sure it is stocked with woven paper towels
● Hand dryer - verifying it is clean and in good working order
● Soap and sanitizer-checking to ensure sufficient supply
● Waste paper basket-emptying it as required and ensuring it is not overflowing,
and is fitted with a bin liner that is in good order
● Floor-making sure it is clean and free from rubbish and liquid spillage
● Making sure the area has a clean and hygienic smell.
Unfortunately, some customers visiting hospitality establishments could be ill, and if
someone has been ill in a toilet or restroom, then the problem must be addressed
immediately. Even though it's a dirty job, you've got to fix it. You must not just ignore it.
If you can't do it, get a cleaner on to it immediately.
When these checks and cleaning duties are being performed, it is also necessary for
you to keep an eye peeled for any pieces of furniture, or other items that require repair
or which may pose a danger. These should be reported to the appropriate person
(supervisor or the maintenance department), and removed from service where
warranted.
Work within guidelines for Occupational Safety and Health (OSH) regarding cleaning
toilet areas, such as wearing disposable gloves, taking all necessary measures to
protect yourself against injury when dealing with chemicals, being alert to the possibility
that needles may have been disposed of in the toilet cubicles or in the waste bins.

Smoking areas
The main cleaning of this area should have been done by the cleaning staff but your
role may include:
● Checking that the cleaning of this area has been done and arranging for
supplementary cleaning where required
● Doing spot cleaning of areas and items
that require. It-the cleaners may not always
clean this area to the standard you want,
or which is required
● Placing ashtrays in the area on tables, on
the floor
● Placing advertising material in the area to
promote the food and beverages available,
and to promote upcoming events, special
occasions etc.
● Watering plants in the area. Again, a

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 Cleaning Schedule and Checklist for the individual smoking area should be
prepared and used to guide inspections.

External areas
External areas are areas outside the premises and can include footpaths, gardens and
car parks.
These areas are often forgotten by staff who
normally work inside the premises, but they are
very important because these areas are the ones
that customers see before they enter the food and
beverage area. Once again, they start forming
impressions about the food and beverages and the
service they will receive based on these factors.
Duties regarding these areas are usually limited to
the basics such as:
● Sweeping or hosing an area
● Picking up rubbish
● Collecting any glasses etc. that guests may have taken outside.

Prepare and adjust the environment to ensure comfort and ambience for
customers, as appropriate
The ambience and comfort level of a restaurant must be
taken into consideration when preparing for service.
It should also be continuously monitored during service to
ensure it is in line with policy and requirements. Most
venues will have set requirements in relation to:
● The temperature settings on the climate control/air
conditioning systems
● The lights that have to be turned on or off
● The level at which sound systems operate.
Comfort and ambience
Some of the factors in achieving a high level of customer comfort and creating the
required ambience include:
● Restaurant temperature set at a comfortable level considering the outside
temperatures. Some properties set a constant level year-round. An accepted

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 temperature range for dining areas is 20°C -26°C, while other properties will
make the room cooler during summer and warmer during winter.
● Generally speaking, the temperature level should be a 'set and forget' Issue. If
the temperature has to be altered, permission to do so may be required from
management before adjustments are made. Lighting adjusted according to the
time of day and the establishment style.
● Lighting is a main way in which ambience is created and the combination of up
lights and down lights, the use of dimmer and colored lights all combine to
produce a required setting.
Checks must be made to ensure:
▪ No blown bulbs
▪ No flickering fluorescents
▪ Dimmers are set at the correct setting
▪ Lights are on or off as required
● A fresh smell. Sometimes it may be necessary
to turn on the air conditioning for a short time to
clear away stale air and smoke. In some cases, the property may use a
commercial product to remove bad smells. In some venues, a fresh smell may be
achieved by simply opening windows and doors but care needs to be taken to
protect against flies and other insects coming in!
● Music organized as appropriate. The type of music played must be in accordance
with establishment policies, themes, special events and preferences. For
example, Irish music on St Patrick's Day is appropriate
● Volume of the music should be set at a relatively low level at the start of a
session and be adjusted upwards as patron noise and cutlery and crockery noise
grows during service. The music should aim to:
▪ Provide a background to the dining
experience
▪ Mask conversations of other patrons
▪ Create atmosphere
In some establishments, quick-tempo music is played
to encourage guests to eat quicker thereby
increasing the possibility of selling a table more than
once per session. In other venues, the music is
deliberately chosen to provide a more relaxed and
slower-paced environment.
There is no room in venues for you to bring in your favorite CDs and use them as the
standard music for the dining room!

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Table decorations and food displays
Decorations help create the atmosphere for
the room and may be themed to reflect the
name of the venue/room, or to reflect the
interests of the customers who eat and drink
Food displays are used to motivate customers
to buy products (food and beverage Items
such as wines, cocktails or a nominated menu
Item), or to promote another part of the venue
or to promote an upcoming special event in the
dining area or bar (such as Mother's Day, a
Seafood Night or Valentine's Day).

Adjusting the environment during trade

Customers sometimes show signs that they are not. comfortable in their surroundings.
You need to be aware of the body language being sent by customers. Careful
observation will let you know if people are too cold, too hot, or if the music is too loud, or
the lights too low.
It is a fact of life in dining areas and restaurants that getting the air conditioning or music
100% right for everyone is very difficult, if not impossible.
For someone sitting under an air conditioner outlet the temperature can be too cold,
while for someone sitting only a couple of meters away, it can be perfect.
A party of young people may want the music turned up or another style of music played.
while an older group may want the music turned down.
Always check with a supervisor before adjusting temperature or music. Some properties
will require the set levels to be adhered to at all times, while other rooms may be
prepared to alter settings where those requesting the changes are (for example) regular
customers or represent the majority of people in the room.

Set up any furniture according to enterprise requirements, customer requests

and customer and staff convenience and safety
Another major task in preparing a food and beverage service area for service is to set
up the furniture in the room.
Furniture primarily refers to tables and chairs.
The room may be set up:

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 ● In a standard fashion - where it is set exactly the same for each session
regardless of bookings, day of the week, time of the day.
● To reflect the identified service session needs.

Floor plan
A floor plan is a map of how the tables are to be positioned in a dining area or
restaurant.
A new floor plan is created in many establishments for each and every service session.
While these floor plans may all be similar, there will sometimes be subtle variations, and
at other times big differences between them.
Much of what we do in the hospitality industry is based on intelligent and adequate
planning a floor plan is one aspect of that planning.
A floor plan sets out:
● Where the tables will be physically positioned
● The number of covers on each table.
● The table numbers.
● Which waiters will serve which tables

Table arrangement and placement can vary according to the type and style of menu
being served, and each floor plan must take a number of points into consideration to
ensure customer convenience and safety.

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These points may include:
Reservations
● Number of guests-including type of guests. For example, a baby may require a
high chair
● Name of guests/party
● Also, the size of some bookings can indicate where their table has to be placed
simply because it won't fit in certain locations
● Customer's arrival time
● Special requests such as the guest requesting a specific table number, a table
that has a view of the lake, one that isn't near the entrance door or is close to the
dance floor
● Needs of guests, for example, wheelchair access, need for privacy
● Contact details/number for guest or party

Shape and design of the room

This involves considering the structure of the
room in relation to Issues such as:
● Tiered floors-split level dining areas
are notoriously difficult to prepare a
table plan for as they tend to waste a
lot of space
● Location and size of dance floors
● Location of windows
● Number and size of entertainment
areas
● Required thoroughfares to allow both guest access to tables, toilets etc. and to
allow staff sufficient room to move around the floor and service the tables
● The amount of room required for staff movement must reflect the style of service
being offered. For example, more room is needed between tables if gueridon
trolleys are going to be used as part of the service.

Most floor plans will allow several primary service routes for waiting staff to take
on the floor so that all the tables can be serviced
● Location and number of booths or alcoves that exist in the room-if applicable

Immovable objects

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Within most rooms there will be various objects that cannot be moved and there is
therefore a need to plan around them. They include:
● Waiter's stations
● Pillars
● Staircases
● Display cases
Style of furniture
These will also influence the layout of the floor plan. Factors involved are:
● Shape of tables --round, square, half-moon, quarter-circle
● Size of tables --two-person, or four-person
● Type of chair used at the tables.
Exits and doors
The location of doors and whether or not they open inwards or outwards must be
considered in relation to:
● Service doors --to and from the kitchen, bar
● Fire exits Restroom doors
● Main entrance to the room.
It is standard practice to try to seat guests away from doors wherever possible as these
areas are likely to be high-traffic areas that can detract from the guest's enjoyment of
theli dining experience. Further considerations
Further points that may need to be factored in include:
● Leaving space for guests to move in and out from their table with safety and
without having to ask others to stand up
● Providing customers with enough space around the table to grant a level of
privacy. Placing tables too close to others is to be avoided
● Avoiding placing tables in draughty areas, directly under speakers or air
conditioning, or too close to waiter's stations
● Making provision for hats and coats, where applicable.

Customer and service personnel access

All rooms must be checked prior to service to ensure there is adequate access for both
customers and service staff.
A room that is overcrowded has the potential to reduce customer satisfaction. This may
be due to being too close to others; service levels are reduced because of the difficulty
staff might have in getting to tables.

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It can also present a potential danger if there is a need to evacuate the room for any
reason.
Access routes into the room and between tables must ensure:
● The ability of all patrons to move freely to and from
their tables
● Room for staff to service individual tables that is, to
move freely and easily around individual tables
● Room for staff to wheel service trolleys around the
room and to individual tables
● Ease of access to facilities in the room such as
toilets, viewing areas and service points such as
bars, food pick-up points and dance floor
● Waiting staff can have freedom of movement around their waiting stations.

Display food and beverage items according to enterprise and legislative

requirements
Not all food and beverage outlets display their items but many do, especially where they
believe they can use the concept of 'selling by seeing' to assist and increase sales.
Where food items are displayed for service, they must be handled in such a way that
complies with internal requirements and externally imposed legal obligations.
What's involved?
Both food and beverage items may be displayed in a service room.
Commonly, wines will be displayed so that customers can browse at what is available
before they make their selection. These wines may be displayed in bins, on shelves or
feature as the centerpiece of a special display.
Other beverages may simply be on display almost by default by virtue of where they are
stored, such as on shelves behind the bar, or in glass-fronted refrigeration units that are.
visible to customers.
Food Items may be displayed in bain marie or salad counter as follows:
● As raw food-for example, pre-cut steaks,
whole fish or fish fillets, raw hamburgers,
boutique sausages and other cuts of meat
such as chops, cutlets, loins, rashers etc.
● As cooked, ready-to-eat food in premises
that want to offer a fast-food service of either
cold or hot food

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 ● As foods available to supplement main courses such as salad vegetables, pre-
made salads, hot and cold sauces, gravies, hot vegetables, soups and hot and
cold desserts.
It is important to note that cold food must be kept at 5°C or below whilst hot food must
be kept at 60°C or above.
Foods and beverage items may also be displayed via trolleys on the dining floor. These
trolleys may be used to present, promote or provide the basis of service for:
● Hors d'oeuvres
● Roasts
● Desserts
● Pre-dinner drinks
● After dinner drinks.

Enterprise requirements
● House requirements in relation to the display of food can address issues such as:
Location of items covering the sequencing of items in displays and the location of
food display units. Some properties elect to maintain a standard layout where
items never change their location within the display, and other venues
deliberately choose to alter the location of items on a regular basis to introduce
something new' to the display and possibly encourage customers to see, and
therefore try or buy something they haven't seen or noticed before
● Amount of food etc displayed limiting the quantities. to be displayed
● Restocking of items - providing guidelines regarding the stage at which displays
are to be replenished
● Need to comply with legal requirements-see below
● Placement of items within nominated locations. A common requirement, for
example, with pre-made food items is to only load the display tray half-full but to
ensure that the half-full part of the tray is the section that faces the front of the
display
● Appearance of individual items. There are usually requirements that all items on
display must be attractive and of saleable quality etc. Any item that is sub-
standard in this regard, even though it may otherwise be perfectly fit to eat, must
be removed from the display and/or thrown out.

1. Check and prepare equipment for service

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Various pieces of equipment need to be used during the service of a meal shift, and all
these should be checked for cleanliness and correct operating efficiency before service
sessions commence.
All equipment must be cleaned and used in accordance with the manufacturer's
instructions. Failure to clean or use this equipment as per manufacturer's instructions
can result in expensive damage being done to these items.
Items that are unclean, unsafe or not operating property should be removed from
service.
Coffee machines
The coffee machines should be switched on at least half an hour before service to
enable the element to heat up and achieve the
required temperature.
The coffee machine should be checked for
cleanliness and all required pleces must be in place
and fully operational. As mentioned above, the
coffee machine must be cleaned and operated in
accordance with the manufacturer's instructions.
Before service, the equipment and ingredients to
make coffee should be checked to ensure they are
clean and that they are sufficient to last the length of the service session.
Cups and mugs (where appropriate) - all sizes and styles, including saucers
● Teaspoons
● Sugar bowls and sweeteners/sugar substitutes
● Milk and cream jugs normal and low-fat milk
● Coffee espresso, Instant, decaffeinated
● Plate for after dinner chocolates or cookie biscuits, if applicable
● Napkins and doilies where used
● Espresso-specific items-tamps, knock boxes, steaming jobs and thermometers,
espresso preparation brushes, grinders, group handles and, where applicable,
take-away cupping supplies.

Tea making facilities

Most hospitality establishments prefer to use tea bags when making tea. However there
are still a number of establishments. that stay with the more traditional method of
serving tea in a pot using tea leaves

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Before service, the equipment and ingredients to make tea should be checked to ensure
there are sufficient items to cater for the service session
Items may include:
● Cups and saucers
● Teaspoons Urns for water
● Tea bags or tea leaves - black tea, semi-black tea, blended tea, green tea,
scented tea, herbal tea
● Teapots two and four-cup, including
cosies where applicable
● Milk jugs
● Sugar bowls and sweeteners/sugar
substitutes-sugar tongs
● Wedges of lemon
● Tea strainer
● Hot water jugs
● Holders or plate for used tea bags.
Bain-maries
The bain-marie is used to keep hot food at the right
temperature during the service period. It must keep
the hot food at 60°C or above.
It must be cleaned and operated in accordance with
the manufacturer's Instructions, and as the bain-marie
is often accessible to customers, or on public view, it
should be cleaned with this in mind.
Before service, the bain-marie should be switched on
so that the water covering the heating elements can
achieve the required temperature. It is the hot water
and rising steam that keeps the food hot.
Glass on a bain-marie should be checked for cleanilness, as should the stainless steel
casing. Many customers will infer things about the food, from the condition of the bain-
marie.
The bain-marie trays must also be clean and may require your attention during the shift:
you may be required to cover food as the need arises, replenish it and ensure its eye
appeal.
Toasters
Toasters may be used during any shift, but particularly during breakfast.

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Toasters should be clean and free of crumbs. Crumbs can
smoke and may even catch alight causing alarm to
customers.
Before service, toasters should be checked that they are in
good working order, with special attention paid to electrical
cords to ensure they are not frayed or do not have any
wires exposed.
Once again, they should not only be clean, but they must
look clean, shiny and spotless.
Signage relating to supervision with children using toasters
may also be necessary.
Tunnel toasters are usually set at the setting determined as 'correct' and there is usually
a sign asking customers not to alter that setting.
Salt and pepper shakers
Before each shift, salt and pepper shakers must be checked to
ensure they are clean and filled appropriately.
Blocked holes should be unblocked. This can be done with a
toothpick.
The exterior of the shakers must be clean, and the tops free from
residual salt or pepper. A few uncooked rice grains are sometimes
added to salt shakers to absorb any moisture that may get into the
salt.
Check the tops of the shakers are firmly in place as some customers take delight in
loosening to the extent that the next person who uses them will find the top comes off
and their meal is covered in salt or pepper!
Cutlery

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A wide range of cutlery can be used in a food and beverage facility: the following are
commonly used items:

A common procedure to polish cutlery is as follows:

1. Separate the cutlery into the different types
2. Take a handful of cutlery, holding it by the handies, and dip the ends into a bucket full
of hot water and lemon
3. Using a dean, lint-free cloth, polish the service end of the
cutlery
4. Continue this procedure until all cutlery is polished
5. Place the cutlery, handles up, in the service position, either

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on a table or at the waiter's station. Polished cutlery should always be placed on an
underplate to be taken to the table for set up
6. Do not touch the top of the item that goes into the customer's mouth.
Certain cutlery items must be cleaned and polished according to manufacturer's
instructions.
Crockery
The type of crockery used by an establishment can vary depending on the menu items
offered, the style of service provided and the required image the property wishes to
create. Crockery may be 'badged with the name of the venue, or be unbadged.
Traditionally, crockery is white, but many colour options exist that can be used to blend
with a theme.

Standard types of crockery are:

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Glassware
Usually, wine glasses and water glasses are
set on tables in the room and it may be the
waiter's responsibility to do this, ensuring the
glassware is clean of marks, chips, cracks
and lipstick.
Hold up to light and check for water marks.
The restaurant glassware should be polished
before going on to tables. This is achieved
by placing a glass over a bucket of hot
steaming water and then. polishing with a lint-free cloth.
Clean glassware should always be handled by the stem to avoid finger marks and
placed upright on a fray to be taken to the table for set up.
Many types of glassware exist but it is the responsibility of the bar staff to determine
what is used for which drink.
Glass can be plain or decorated. Variations in glass types are available for
● Beer glasses
● Wine glasses still and sparkling
● All-purpose glasses for soft drink, fruit juice, long mixed drinks, short mixed
drinks, shots, straight nips/spirits served on ice
● Cocktail glasses
● Liqueur glasses and fortified wine glasses
● Carafes-for the service of house wines to table
● Jugs for beer, soft drink and mixed drinks
● Irish coffee liqueur-spirit coffee mugs.
Condiments
Condiments are served with a meal to enhance or complement the flavour.
From the perspective of preparing for food and beverage service, the preparation of
condiments is confined to the preparation of 'proprietary condiments. These are the
bought-in, pre-prepared condiments that all venues use.
They need to be prepared before service and, where appropriate, covered.
Some establishments prefer to serve their condiments in the original bottle, so it is
important for that to be checked for cleanliness as well, especially around the neck and
the cap.

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Condiments include:
● Tomato and barbecue sauce
● Sweet chilli/ chilli sauce
● Tabasco sauce and mustard
● Soy and fish sauce.

Butter and lemons

Butter is also a condiment and it is usually the responsibility of
waiting staff (not kitchen staff) to prepare the butter for service.
Butter can be served in:
● Cubes
● Curls
● Triangles
● Butter pots.
Some premises use the pre-packed, portion-controlled, foiled
rectangles.
Service staff may also be responsible for:
● Slicing lemons for cups of tea or bar drinks.
● Making lemon wedges to accompany the service of fish dishes.
Napkins
Linen napkins or paper serviettes are commonly used in food outlets.
Remember that napkins cost money, so they should be handled and treated with this in
mind.
There are a number of different napkin folds commonly
found including;
● Cone
● Envelope
● Bishop's Hat (also called Mitre)
● Fan
● Opera House
● Sail.
It is important that you can fold serviettes as required,
because folding serviettes is an activity that can be done during qulet periods.

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There may also be times when you have functions for 300-400 people, and all staff may
be asked to help fold serviettes.
Waiter's station
The main purpose of a waiter's station is to provide the service staff
with a location on the floor from which they can work.
Items commonly found at a walter's station will reflect the service to be
provided and can be expected to include:
● Menus and wine lists
● All main types of cutlery - usually held in drawers
● Service plates, cups and saucers
● Napkins
● Service trays
● Salt and pepper shakers
● Sugar bowls
● Docket books and pen or electronic equivalents
● Toothpicks
● Condiments-sauces, Tabasco, mustard, extra butter
● Spare glassware
Removing, cleaning or replacing items
Removing unwanted Items
Equipment or Items may be required for the breakfast shift, but may no longer be
required for lunch or dinner, and vice versa.
You must know what these items are and remove them from the service areas prior to
the next session. Possibilities include:
● High chairs
● Trestle tables
● Bain-maries
● Coffee urns
● Equipment used only for the breakfast shift- toasters, fruit juice containers, cereal
containers, newspapers.
● Glassware-glasses set for breakfast are nearly always different from what is
needed at lunch or dinner
● Broken equipment or fumiture
● Used customer comment forms
● Stock (food and beverage items) that are no longer required
● Displays
● Mobile trolleys.

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It may be the case with some items such as displays, floral arrangements and
promotional exhibits, that a refresh is required after every session. This is to give the
area a new look for every sitting, by removing rubbish, replenishing items and getting rid
of any unattractive elements that detract from the visual appeal of the room.
Reporting problems
There may be times when service staff identify a problem they cannot rectify, or come
across a recurring problem in the room.
When this occurs, it is necessary for the appropriate person to be notified immediately.
The appropriate person will be the supervisor, duty manager, manager or owner.
Reporting these problems by phone or face to face are the preferred options as they
enable immediacy: in some instances a written report or special form may need to be
completed.
Recurring problems may be:
● A piece of equipment keeps failing
● Refrigeration that fluctuates in temperature or doesn't reach the required
temperature
● Always running out of a crockery, cutlery or glassware
● Always running out of forms or pens
● Circuit breakers constantly cutting in and cutting off power
● Heating or cooling that doesn't seem to respond to thermostats
● The floor plan always gets lost
● The need for a new piece of equipment to complete a specific task more
efficiently. Perhaps the present method could be too slow and may not keep up
with the demands of increased trade
● Any health and safety issues
● Always running out of a particular product
● Always running out of ice for the ice buckets or beverage service
● Always running out of menus or wine lists
● Need for more cleaning items and equipment.
Now that the restaurant area and equipment are ready for service, It is time to
concentrate on the tables.
2. Check cleanliness and condition of tables and all table items, prior to service
and take necessary corrective action
Once the room setting and equipment is set up it is time to set the tables to meet the
expected trade for the meal period.
Setting tables

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The presentation of a table says a lot to customers about the level of service they can
expect to receive in an establishment
It is important that all tables are set in accordance with the establishment standards and
set up within the timeframes required by the venue.
A place setting for one guest is commonly known in the industry as a cover'. 'Cover can
also be used to indicate the number of guests, as in the phrase "we served 50 covers
today".
Covers will vary depending on the menu, the reservations and specific customer
requests.
Types of Covers
A la carte cover
A la carte is the term used for a menu that has individually priced dishes: these dishes
are divided into entrées, salads, mains and desserts.
A la carte means from the card/menu.
This type of cover is popular and usually consists of:
● Main course knife
● Main course fork
● Side plate
● Side knife
● Wine glass
● Napkin
● Centre pieces -salt and pepper shakers, table
numbers, vases or tent cards.
Table d'hôte cover
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.
A typical set menu may have two to four choices of an entrée, two to four choices of a
main and two choices of a dessert. The cover for this menu would be:
● Main course gear (cutlery) - this is a term
meaning main course knite and fork
● Entrée gear-entrée knife and fork
● Dessert gear-dessert spoon and fork
● Side plate

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 ● Side knife
● Wine glass
● Napkin
● Centre pieces-salt and pepper shakers, table numbers, vases or tent cards.
If a soup was the first course, a soup spoon would be set instead of the entrée gear.
If a soup was one of the two first course choices, it may or may not be set depending on
house policy.
If fish was offered, a fish knite and fork would be included.
Tips for setting a table
The following provide guidelines that may be adopted when setting a table-check with
individual house requirements and follow those where they differ from the following:
● Use the chair as a guide to centre the cover
● Side plates should always be placed to the left of the fork
● Knife blades should always face left
● Sufficient space should be left between the knife and fork for the meal to be
placed down. This is approximately 25-30cms depending on the size and shape
of the main course plate
● Entrée cutlery should always be placed on the outside of the main course cutlery
● In a la carte dining, the dessert cutlery should be placed where the main course
knife is usually positioned
● Wine glass should be placed directly above the main knife.
After the table setting has been completed, step back and look at the overall impression
- it should look attractive, balanced and uniform.
When setting tables ensure that all crockery, cutlery and glassware used on a table are
the same. There should never be a mix-and-match of items from different canteens of
cutlery or pattems of crockery.
For breakfast settings, a coffee cup is placed where the wine glass is usually positioned.
At all times, centre pieces should be kept to a minimum to avoid cluttering a table,
unless management or house policy specify otherwise. This may be the case during
certain promotional periods, specific celebrations or as part of some other Initiative.
Remember, all crockery and cutlery placed onto a table should be clean and match; all
cutlery must be placed in a straight and parallel fashion, consistent around the table for
each and every setting.
Note: It is standard Industry practice for all tables in the room to be set for a service
session. If the room seats 100 and you only have bookings for 50, you don't just set half
the room.

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Clothing Techniques
Linen
Many dining rooms hire tablecloths from a linen supplier
who supplies and launders the required linen items
including napkins and table cloths.
When hiring linen, the room will be allocated a par stock
level of items from the supplier. If any of the stock is lost,
too badly spoiled or stained, the room will be invoiced
for the replacement cost of that particular item.
When handling linen, it is important to remember that
each item costs money to launder. A tablecloth can cost
$5.00 or more to launder, linen napkins around $1 each.
They are also expensive to replace if the property buys
and launders their own linen.
For these reasons, it is important never to use linen napkins for cleaning around the bar,
or for cleaning up spills that will stain them forever.
Linen should only be used for the purpose it was designed for to cover a table, or to
provide a customer with a cloth serviette.
The cloth serviette may also be used as a 'service cloth', carried by service staff who
are carrying or handling hot food items, and used to enhance presentation and service
of both various food items and wine bottles.
The service cloth is often carried folded over the left arm.
Clothing a table
With clothing a table (that is, laying a tablecloth on a table), it is important that you use
the method approved by the establishment...
The following points in laying a cloth should be observed
● Never let the cloth touch the floor, and handle the
cloth as little as possible
● Make sure the cloth is laid the right side up.
● Check the hem to identify which is the right side if
you are in doubt
● The overhang should be equal all the way around
the table. Cloths come in various sizes and you
must use the right size cloth for each table
● On large tables it is usual to use more than one

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 cloth. The industry standard is that the overlap of cloths runs away from the main
entrance door to enhance presentation by 'hiding the join/overiap
● Creases in clothes should also run away from the door where possible
● Try to use the cloth to cover the legs of the table where possible, making the
dining area more attractive.
Dressing tables
On special occasions, or as part of standard operating procedures, tables may need to
be dressed.
Dressing takes place as part of the set up and enhances presentation of the table.
It is time consuming, and frequently requires additional items to be used, so it is an
uncommon activity, rather than a common one.
Boxing tables
Tables can be boxed to enhance their appearance.
It is usual to box head tables at functions, display tables on the dining floor, and tables
that carry name tags of representatives at conferences.
Boxing involves folding a table cloth around the vertical fall of the table so that the sides
of the table and the legs are hidden from view.
Many establishments have specially prepared (pleated or plain) boxing sheets that are
simply held in place with drawing pins, or fitted exactly to the size of individual tables.
Table accoutrements
Accoutrements are the items used to fit out the tables.
In some situations you may be required to dress tables with accoutrements such as:
● Candlesticks
● Candelabra
● Bud vases
● Overlays a second table cloth, smaller than the first, overlaid to provide a
contrast in terms of colour or pattern
● Floral arrangements
● Placemats
● Display and promotional material for functions such as product launches, etc.
● Printed materials, business cards as above.
Functions
In some functions, especially wedding receptions, conventions and product launches,
there is likely to be a strong demand from the client to have access to the dining area to
dress the tables themselves.

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They may ask to do the total dressing of the tables, but more usually will want to add
their own touch (flowers, brochures, samples, kits etc.) to what you have already
prepared
Be warned, working in conjunction with outsiders under these conditions can be very
demanding and very trying. They seem to be constantly asking annoying' questions,
requesting bits and pieces and making suggestions that would involve you departing
from standard operating procedures.
Extreme patience and commitment to the service ethic is required in these instances.
Allocating one person dedicated solely to dealing with these people, has a lot to be said
for it, as opposed to making all staff responsible for assisting the client.

Checking cleanliness and checking tables prior to service

Cleanliness and the condition of the tables and the table items must be checked prior to
service to ensure the guests enter a proper and correctly prepared room.
Checking may involve walking around and scanning each table to ensure all is correct.
Waiting staff may be required to do this in situations where they are asked to check the
tables of other waiters rather then check their own tables, or it may be the job of the
supervisor.
Things to look out for in this process include:
● Crumbs on chairs left from the previous session. Cleaners will clean the floor of
the room but rarely be required to clean chairs
● Lop-sided, creased, dirty or otherwise unsuitable tablecloth
● Missing items from the cover or table-crockery. cutlery, centre pieces, glassware,
napkins, tent cards
● Missing, damaged or unstable tables and chairs
● Incorrect covers set on a table. The covers must reflect the number of guests for
each table as indicated on the floor plan. Where tables exist that do not have
bookings, most venues will prepare tables to suit the size of walk-in numbers or
parties that can be reasonably expected. This means they may set up a number
of tables for two, some tables for four people and some for perhaps six or eight
people
● That the actual table positions reflect the set floor plan
● Rubbish on the floor, in pot plants etc.
● Flies or insects-alive or dead, with special attention being paid to window ledges.
Establishments always want the dining area set up before the advertised service
time, so problems can be sorted out before guests arrive.
Check any furniture for stability

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Tables and chairs must be checked for stability before customers arrive to ensure that
they do not pose a danger to customers, and to ensure they are not annoying when the
customers are seated at the table.
Occupational safety and health laws impose a legal requirement on premises to take
care of the welfare and safety of their customers.
The common law concept of 'duty of care also requires businesses to take whatever
action is necessary to avoid causing foreseeable harm to them.

Checking furniture
Prior to service, tables and table settings must be checked not only for proper location
and cleanliness but also for:
● Safety-we need to make sure that chairs are not compromised such that they
may collapse when a customer sits on them. We also need to check that the
chair does not pose a physical danger to the customer by virtue of a loose part, a
projecting piece of wire or component
● Stability of chairs-so they won't topple when used
● Stability of tables so that customers are seated at a table that provides a firm
surface that doesn't move or rock when they lean on it.
We need to also physically check the room (entrance area, high traffic areas and the
general floor area) to ensure a safe environment. Check to make sure there is:
● No frayed carpet, and nothing for patrons or staff to trip over
● No extension cords on public access areas
● No projections into the area that could harm customers.
What must happen if a problem is detected?
If you identify a problem you must take action to address that issue.
It is not enough to simply know there is a problem-you have to do something about it.
Actions may involve:
● Notifying the supervisor
● Removing the dangerous item from use
● Adjusting the table to make it stable. This can involve adjusting the legs of the
table or placing a chock under one or more legs. Verifying the menu prior to
service
Types of menus and wine lists

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Before and during service sessions, the menu and wine lists should be checked for
cleanliness and wiped clean with a damp cloth, if necessary. Any damaged or badly
soiled menus should be removed from service.
Dining areas usually have a single, standard wine list, with enough copies to service
every table. However, there can be a variety of food menus, such as:
A la carte menu
A common style of menu found in the majority of full-service dining areas, its
characteristics are:
● Dishes are prepared to order
● Can offer appetisers, entrées, salads, mains, desserts and snacks
● Can offer a large selection of items within each category
● Each item is individually priced-customers pay only for what they select or eat.
Where an à la carte menu is used, waiting staff will not know what the guest is going to
select and therefore the setting is basic, focussing on only the main course knife and
fork because we can safely assume that most guests will, at least, partake in a main
course.
When the guests select their food, the cover is then adjusted to reflect the menu items
they have chosen. This may mean:
● A soup spoon is added if the guest orders a soup
● The main course knife is swapped for a steak knife where the guest orders a
steak
● Fish gear is added if the guest orders a fish entrée
● The main course gear is swapped for fish gear if the guest orders a fish main
course
● Dessert gear is added if the guest orders a sweet
Table d'hôte menu
This is a popular and common menu where the guest has the choice of a limited
number of dishes or courses for a set price.
The guest pays the full set price regardless of what they choose to eat.
Where a table d'hôte menu is used, the setting will reflect this style of menu. We can
safely assume that most people partaking in a table d'hôte will eat every course offered
on the menu so the set up reflects that by laying cutlery for each of the courses
available.
Once again, the cover is adjusted when the order for the guest has been taken.
This may involve:

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 ● Removing cutlery if the guest elects not to eat a certain course
● Swapping main course knife for a steak knife where the guest orders a steak
● Swapping main course gear for fish gear If the guest orders a fish main course
● Swapping the entrée gear for a soup spoon if the guest selects a soup as
opposed to an entrée.
Buffet/smorgasbord
This menu is very popular in family style restaurants or taverns and hotels, and is often
used at functions:
● Items are all prepared in advance and placed on display
for customers to view, and make their selection
● Menu usually offers all items at the one set price,
regardless of how much a person eats. Children may be
half-price
● A buffet usually offers a range of soups, cold and hot
meats, salads, vegetables, seafood, desserts, and tea
and coffee. Sometimes soft drink is included
● Buffets are generally self-service, with waiting staff
involved in replenishing dishes, and clearing plates from
the buffet and guests' tables.
Contact with kitchen staff
The menu can change daily, depending on the availability of the menu items and the
chef's choices.
It is vital for all service staff commencing a service session to be aware of any menu
variations and know what the daily specials are.
In addition, the kitchen may require service staff to 'push' certain dishes to clear them,
or because they represent an especially profitable dish.
Some specials or variations that could occur on a daily or service by service basis may
include:
● Fish of the day
● Soup of the day
● Specials of the day
● Vegetables of the day
● Dessert of the day
● Specific constraints on this individual upcoming session
● When the guests are presented with the menu, they should be Informed of any
changes, specials or limitations at this stage to avoid disappointment and
frustration should they order items that are unavailable.

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● Changes and specials may also be written up on a board, and brought to the
guest's attention upon seating. Chalkboards should be kept clean and all
handwriting should be neat and legible.
● Lots of different menu presentation options exist, from print-based. options,
through hand-written boards to electronic displays.
Conclusion
As this section shows, there are a lot of activities that need to be conducted and
checked before the first customer walks in.
It is essential that both staff and management pay close attention to their duties and
ensuring the environment is prepared in a safe, hygienic and appealing manner.

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 Self Check 2.1

Identification: Read each statement carefully. Identify the correct term being
described. Write your answer on the blank before each number.

__________1. A plan that shows table arrangement and positioning in a dining area.
__________2. A piece of equipment used to keep hot food warm at 60°C or above.
__________3. A menu where each dish is individually priced.
__________4. A menu with a fixed price for a set number of courses.
__________5. The person responsible for assisting guests during dining service.
__________6. A service area used by waiters to organize materials and equipment.
__________7. Items like salt, pepper, and sauces used to enhance food flavor.
__________8. A cloth used to cover dining tables.
__________9. A tool used to maintain temperature and ambience in a dining area.
__________10. A display method used to attract customers by showing food items.

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 ANSWER KEY

1. Floor plan
2. Bain-marie
3. A la carte menu
4. Table d’hôte menu
5. Waiter/Service staff
6. Waiter’s station
7. Condiments
8. Tablecloth
9. Air conditioning system
10. Food display

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 Task Sheet 2.1
Title: Preparing and Assisting Diners in a Food Service Area.
Performance Objective: Given a simulated restaurant environment, you should be able
to assist diners effectively following standard service procedures and hospitality
practices.
Supplies/Materials : Menu and wine list
Table setup (napkins, condiments)

Order slip
Equipment : Tray
Service station
Dining area setup

Steps/Procedure:
1. Prepare the dining area before service (clean and organize).
2. Check and arrange tables, chairs, and table settings.
3. Ensure all equipment is clean and functional.
4. Welcome and assist diners politely.
Assessment Method:
Observation
Demonstration
Oral questioning
Written test

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 Performance Criteria Checklist 2.1

CRITERIA
YES NO
Did you….
1. Prepared the dining area properly before service.
2. Ensured cleanliness of tables and surroundings.
3. Checked and prepared equipment correctly.
4. Arranged furniture based on floor plan.
5. Assisted diners politely and professionally.
6. Demonstrated good communication skills.
7. Anticipated guest needs and requests.
8. Offered additional food and beverages properly.
9. Conducted the 3-minute check effectively.
10. Provided appropriate condiments and tableware.
11. Gave extra care to special guests (elderly, children, PWDs).

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 Operation Sheet 2.1
Title: Procedure in Assisting Diners During Service.

Performance Objective: Given a dining setup, you should be able to assist

diners efficiently following standard service sequence and
hospitality guidelines.
Supplies/Materials : Menu
Napkins
Condiments
Equipment : Tray
Service station
Dining setup

Steps/Procedure:
1. Inspect and prepare the dining area before guests arrive.
2. Ensure tables, chairs, and utensils are clean and complete.
3. Welcome diners and guide them to their seats.
4. Present menu and assist with food and beverage selection.
5. Monitor guest needs and provide timely service.
6. Offer additional items such as condiments or drinks.
7. Perform the 3-minute check.
8. Address complaints or concerns promptly.
9. Maintain cleanliness and comfort throughout service.

Assessment Method:

 Observation
 Demonstration
 Interview

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 Performance Criteria Checklist 2.2
CRITERIA
YES NO
Did you….
1. Prepare the dining area before service.
2. Ensure cleanliness of tables, chairs, and surroundings.
3. Check completeness of table setup and equipment.
4. Arrange tables and chairs according to floor plan.
5. Welcome and assist diners politely
6. Present menu clearly and assist in selection.
7. Demonstrate good communication skills.
8. Anticipate guest needs and preferences.
9. Offer additional food and beverages appropriately.
10. Conduct the 3-minute check effectively.
11. Provide extra care to guests with special needs.

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 Job Sheet 2.1
Title: Assisting Diners in a Food Service Environment.
Performance Objective: Given a simulated restaurant setup, you should be able to
assist diners properly and efficiently following standard hospitality service
procedures and guidelines.
Supplies/Materials : Menu and wine list
Napkins
Condiments
Equipment : ray
Service station
Dining tables and chairs

Steps/Procedure:
1. Prepare the dining area and ensure cleanliness.
2. Arrange tables and chairs according to the floor plan.
3. Check completeness of utensils, glassware, and condiments.
4. Welcome guests and assist them to their seats.
5. Present the menu and explain items when needed.
6. Take note of guest preferences and special requests.
7. Offer additional food and beverages.
8. Conduct a 3-minute check to ensure satisfaction.
9. Provide assistance to guests with special needs.
10. Maintain cleanliness and order during service.
Assessment Method:

 Observation
 Demonstration of practical skills
 Oral questioning

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 Performance Criteria Checklist 2.3
CRITERIA
YES NO
Did you….
1. Prepared the dining area correctly.
2. Maintained cleanliness and orderliness.
3. Checked equipment and supplies properly.
4. Arranged furniture based on plan.
5. Welcomed guests courteously.
6. Assisted in menu selection effectively.
7. Communicated clearly and politely.
8. Anticipated guest needs.
9. Offered additional items/services.
10. Conducted the 3-minute check.
11. Assisted special guests properly.

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LEARNING OUTCOME # 3
PERFORM BANQUET OR
CATERING FOOD SERVICE
CONTENTS
1. Different Food service styles
2. General service principles
3. Sequence of service
4. Handling quests with special needs.
5. Wine knowledge and service.
6. Banquet service
7. Food safety principles
ASSISTMENT CRITERIA
1. Serviceware are prepared and checked for completeness ahead of time.
2. Tables and chairs are set up in accordance with the event requirements.
3. Food is served according to general service principles.
4. Food is handled based on food safety procedures.
5. Coordinated service of meal courses is ensured.
6. Assigned areas are kept clean in accordance with enterprise procedures.
7. Tables are cleared and soiled dishes prepared to be brought for dishwashing after the
event or function.
8. Number of guests being served is noted and monitored.
CONDITION
Student/ trainee must be provided with the following:
1. Never reach in front of the guest when serving another.
2. Do not place dirty, chipped, cracked tableware before the guest.
3. Handle flatware/cutienes and glassware property
4. Glasses should never be filled too full.
5. Glasses are handled by the base or the stem.
6. Crumb table when necessary

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ASSISTMENT METHOD
* Interview (oral/questionnaire)
*Observation
*Demonstration of Practical Skills
*Written Examination

Learning Experiences
Learning Outcome # 1
Learning Activities Special Instructions
1. Identify different food service styles Use pictures or actual examples; discuss
(buffet, plated, family-style, take-away). differences clearly

2. Demonstrate proper table setup for Follow standard table setting procedures;
banquet service. check completeness of service ware.
3. Perform the correct sequence of food Practice step-by-step service (serving,
service. clearing, resetting).

4. Practice proper handling of guests with Show courtesy, patience, and proper
special needs. communication

5. Demonstrate proper wine service Handle glasses properly; do not overfill;

techniques. follow service etiquette.

6. Apply food safety procedures in Observe hygiene, correct temperature,

handling and serving food. and avoid contamination.

7. Prepare and pack take-away food and Use proper packaging materials; ensure
beverages food safety and completeness.

8. Monitor and maintain cleanliness in Clean as you go; follow enterprise

assigned service areas. procedures.

9. Demonstrate clearing and resetting of Segregate soiled dishes properly;

tables after service. prepare for dishwashing.

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 10. Record and monitor number of Use tally sheet or checklist accurately.
guests served.

Information Sheet 4.3-1

Prepare and pack take away food and beverages

1. Present and pack food and beverage items in accordance with enterprise
procedures and relevant health regulations
Take away service in simple terms is food and beverage that has been prepared for
customers that will be transported to an outside location for consumption.
With this in mind, it is different to eat-in customers, as it poses some new challenges
that must be successfully negotiated by outlet staff including:
● Food and beverage is prepared in its desired state
● Food and beverage can be transported to another location easily
● Food and beverage can maintain its quality during transportation, within a
suitable time frame
● Customers have all the necessary items required to enjoy the meal.
Another challenge in preparing and providing for take away service is that this style of
service Incorporates high volume sales which must be performed in a quick and efficient
manner, Therefore preparation must be carefully explored, with all food and beverage
and their accompanying items necessary for consumption, in a ready state and easily
accessible for distribution.
Maintain food safety and quality of pre-prepared foods
Monitor temperatures of food in hot food displays
Hot food is a key element of any take away service. In most take away outlets, hot food
is pre- prepared and placed in food displays or is cooked to order from scratch from a
par-cooked state, usually requiring minimal cooking.

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It is different from a la carte service, where food is taken to the customer immediately
upon cooking. In take away' service there is a time lag between when the food or
beverage is prepared and when it is presented, and ultimately consumed by the
customer.
If food or beverage is pre-prepared and placed in a display area, besides maintaining
consistency and quality, maintaining temperature is essential.
Hot food and beverage ideally should be retained outside the Temperature Danger
Zone. This means that food and beverage must be kept at about 60 degrees celcius.
This can be achieved through the use of;
● Hot boxes
● Bain maries
● Pots and pans
● Heat lamps
● Hot plates
● Steamers
● Heated display ovens,
In addition the food or beverage container can be used to maintain heat. This could
include the use of boxes, concealed cups and containers, foil or plastic wraps, or bags.
It is important to ensure that not only the outside of the food or beverage item is hot, but
that the temperature has been retained throughout the item. This can be achieved
through the use of temperature reading gauges and thermometers.
Monitor temperatures of food in cold food displays
Like hot food and beverage, one key requirement of storing cold food and beverage
items is to ensure that cold food ideally should be retained outside the Temperature
Danger Zone. This means that food and beverage must be kept below 5 degrees
celsius.
This can be achieved through the use of:
● Fridges
● Freezers
● Ice and dry ice.
Again it is important to ensure the area the food and the food or beverage items are
kept in remains below 5 degrees. Again the use of temperature reading gauges and
thermometers. are advisable.

Protect displayed food from airborne and other contamination

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Whilst prepared food and beverage is awaiting sale in display areas, there is an ever
Increasing risk of contamination with food maintained within the Temperature Danger
Zone at most risk.
There are many ways to reduce the risk of contamination including:
● Keeping items in their correct temperatures
● Keeping items displayed for minimal time periods
● Keeping items in closed vessels
● Keeping items in closed display areas
In addition the use of safe and hygienic practices by staff will help maintain food and
beverage items in their desired state.
Display items attractively
The primary concept of take away' service, and that of any food and beverage outlet, is
to attract customers and make a sale.
Therefore it is important to present items in a manner that will visually entice the
customer, provide all the desired information to make an informed decision and to finally
ensure a sale.
Visually enticing the customer
Nothing entices the customer more that seeing the final product. Where possible allow
the customer to see the end product on display
When this is not possible, the use of posters, pictures, descriptions an artificial display
can provide the potential customer with an accurate depiction of what is on offer.
The use of displays and signs can also appeal to the customer. Special promotions and
easily priced items can help customers decide the value aspect of a potential purchase.
Smells and aromas can also appeal to the customer. Some outlets keep access open to
allow smells to travel further distances. In addition music and temperature of the outlet
can appeal to the customer.
Providing accurate information
It is important that customers are made aware of all the information relating to an item.
This could include the identification of;
● Cost, promotions or sales information
● Weight or size
● Ingredients
● Preparation method
● Health information including calorie or cookery methods
● Allergy warnings

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 ● Spice content
Placement of items
Most outlets place high profit margin or highly popular items an area that has the
greatest visual impact. This helps to entice customers to the outlet or display.
In addition, place items in a logical order to help facilitate a timely transaction and
experience. Place appropriate containers and accompanying items close to the item for
sale.
The display of Items should be arranged to ensure a smooth and efficient travel path for
customers.
Use appropriate food wrapping and packaging materials
Food wrappings and packaging materials are used to safely maintain and transport take
away food, beverage and their accompanying items and may include:
● Plastic, paper, waxed paper or foll wrappings
● Plastic, cardboard or foam food containers
● Foam, plastic or wax paper beverage vessels
● Beverage vessel lids
● Cardboard carrying containers
● Plastic cutlery
● Napkins Toothpicks
● Pre-packaged condiments
● Condiment containers
● Straws.
It is important to keep food and beverage items themselves clear potential hygiene risks
and it is also important that food wrappings, containers and packaging materials are
kept in a hygienic environment.

Select appropriate wrapping and packaging materials for orders to be processed

When wrapping and packaging food and beverage items, it is important to keep in mind
that items must be stored in a manner that maintains the quality and temperature of the
item purchased by the customer.
Please refer to outlet and organization guidelines for using and packaging food and
beverage items.

Apply appropriate stock rotation practices when replenishing displays

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When replenishing items it is important to ensure that the items that have been on
display and prepared earlier are kept in an area for first sale.
Therefore rotating stock is essential to maintain consistency and freshness of all items
on display.
Some organizations will have an identification marker or sign to help identify the time
items have been prepared.

1. Apply safe food handling practices in accordance with enterprise procedures

and relevant health regulations
Most take away' outlets are self service in style, with the extent varying for different
outlets.
In general, food items are prepared in advance by the kitchen or service staff and
displayed in appropriate display units where customers can select from, with payment to
be made once the customer has selected all their items.
This service style is favored by many take away operations as it requires less staff to
operate, customers have greater choice and the eating experience is kept to a minimum.
The type of food provided is normally cheaper in cost, bulk prepared and they are high
profit. margin items.
The attention to detall in managing a self service outlet may differ in its preparation and
attention from a traditional a la carte restaurant, however the principles of providing an
enjoyable eating experience comprising value and quality offerings delivered in a clean
and hygienic environment by friendly and professional staff remains the same.
The following are steps an attendant must follow when maintaining a clean and hygienic
environment in this high volume traffic area:

Verify sneeze guards are in place and clean

Before any food is placed in a display area, whether it is a fridge, table, buffet or hot
food display it is vital the surfaces in the area are clean.
As self-service implies that customers help themselves to items, there is minimal
separation between customer and food and the hygienic risks they bring with them.
Sneeze guards are designed to stop germs, dust and other hygienic risks from falling on
the food. However they must also be clean to enable customers to see the food.
Place service utensils on food display

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Service utensils must be placed with a suitable underplate to prevent spills and drips
directly onto food display areas. Separate utensils must be selected for each individual
food item to prevent cross-contamination. and must be suitable for the dish and how it is
displayed.
Careful consideration must be made to the composition service utensils, Whilst metallic
utensils are more aesthetically appealing, they can be dangerous when used near
electrical points and equipment such as toasters, especially when handied by children.

Position safe food handling posters and signs in public view

To help prevent safety and hygienic risks it is wise for organizations and staff to have
signs appropriately placed to help remind customers and staff of the importance of
maintaining safe hygienic practices.

Protect food from contamination

As food is displayed in a food and beverage outlet, it is not only a requirement that food
appears fresh and appealing but that it actually is fresh and free from contamination.
To help keep food free from contamination there are some simple steps to follow:
● Keep food in its correct temperature zone
● If food is to be kept in the 'Food Temperature Danger Zone which is between 5-
60 degrees celsius, it must be covered or replaced on a regular basis.
It is advisable to prepare smaller amounts of food that can be replenished on a frequent
basis.
Monitor the activities of customers at the display
Since hygiene and safety are not the primary concern of customers, they will partake in
activities that may affect the quality and safety of the food and themselves.
By keeping a close eye on the display area or taking responsibility for issuing certain
food items we can easily identify and rectify potential problems in a timely manner.
As a staff member, any time that you pass a food display or buffet area have a detalled
loc see if items need replacing, serviceware needs changing or cleaning duties need to
be performed.
By keeping a close eye of activities, it also prevents problems that may occur such as
theft.

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2. Dispose of soiled products in accordance with enterprise procedures and
relevant health regulations

Introduction
As identified in previous sections the importance of hygienic handling of food and
beverage is essential to ensure that all products are maintained in a condition that is
safe for human consumption.
To date, we have focused on how to keep food and beverage safe for consumption, but
it is important to also manage practices which can lead to food becoming contaminated
or spoilt
Discard contaminated food and/or service utensils
Discarding contaminated food
● As a general rule, any food that is left in the Temperate Danger Zone should be
replaced after 30 minutes. However this may need to be done sooner for a
number of reasons: Food appears to be spolit, unappealing or has physically
deteriorated from its desired state

This could include:

● Food that has dried out or developed a crust
● Food that has sweated or thawed
● Food that has changed color of consistency
● Food items have been compromised due to hygiene risks, by staff, customers or
the environment.
This could include:
● Customers have touched, sneezed or coughed directly onto food
● Customers have tasted food
● Food has dropped on the floor
● Food items have been mixed together at the buffet or display table.
Discarding contaminated service utensils
Hygiene and safety risks are not only caused by food itself, but can be tainted by
service utensils that come in contact with food. It is important to change service utensils
that:
● Have been dropped on the floor
● Have been used to serve more than 1 food item
● Have dried food items on its surface

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 ● Have been used as a tasting spoon by customers
● Appear unhygienic
● Have been used for longer than 30 minutes.
In general, as a staff member if you have any concerns about the safety of food or
service utensils being offered to the customer, it is better to be safe and remove it from
a display area or buffet.
Replenish food and other items on display as required
Replenish food A buffet or display is designed to not only provide an accurate and
appealing visual of menu items, it is also a means of providing food to customers.
The aim of any buffet or display area is to present the food in its most desirable state in
the right quality.
As a staff member you can gauge, through constant monitoring, if the quality standards
or quantity amounts are appropriate for the service period.
Communication between the kitchen and front of house area vital as, depending on the
layout of a food outlet, some kitchen. staff are not able to view the buffet or food display
area on a constant basis and rely on service staff for information.
If certain items are running low or need changing. notify the appropriate kitchen staff
member in advance so that customers are not kept waiting.
Replenish other items
Depending on the designation of duties, other items that affect a buffet or display area
need to be replenished on a regular basis. This may include:
● Service utensils
● Crockery including plates, bowls and side plates
● Cutlery Including knives, forks and spoons
● Glassware or containers for beverages
● Napkins Service trays
● Condiments including sauces, salt and pepper, sugar and milks.

3. Comply with correct food handling and food safety procedures

Every food and beverage outlet will have their own policies and procedures in relation to
handling food in a safe and hygienic manner.
Many of these policies and procedures are based on local laws and regulations.
It is important that all trainers, trainees and any persons working with food
understand the local laws and regulations that apply in their country and region.

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Legal requirements
Regardless of the content, all food legislation, food safety plans or programs and food
standard requirements must be adhered to.
Whilst these may differ, commonly you will be required to ensure that:
● All personal hygiene practices are followed when handling food at any time
● Display units must be kept clean and cleaned after every service session
● Food items are not topped-up when they run low. For example, in a bain-marie
fresh stock should not be mixed with existing food in the display. Where
replenishment is required, the old tray and any food in it should be removed, and
a new, clean tray with fresh food should be added to the display unit
● Display units are used only to hold cold or hot food at the required temperatures.
Bain- maries and pie warmers, for example, should be turned on half an hour
before service and allowed time to reach their required temperatures, and then
pre-chilled or pre-heated food should be placed into the unit. Bain maries and pie
warmers are not heating devices; they are holding devices
● Hot food should be held at 60°C or above
● Refrigerated foods should be held at 5°C or below
● Any food that is not held outside the Temperature Danger Zone must only spend
4 hours in that Zone. It must be thrown out when it has been in the Temperature
Danger Zone for 4 hours.
● Separate utensils (tongs, spatulas, spoons, forks etc.) should be used to handle
different foods in the display
● Any doors on the display units must be kept closed to help keep the correct
temperature, and to keep files and other airborne contamination out.

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 Self Check 3.1

Identification: Read each statement carefully. Identify the correct term being described.
Write your answer on the blank before each number.

__________1. A container used to keep food warm during banquet or buffet service.
__________2. A protective cover placed over buffet tables to prevent contamination
from guests.
__________3. The arrangement of tables and chairs based on the type of event or
function.
__________4. The process of preparing all necessary utensils, plates, and glassware
before service.
__________5. A method of serving food where meals are individually plated and served
to guests.
__________6. The practice of keeping hot food above 60°C and cold food below 5°C.
__________7. The coordinated serving of courses to guests at the same time.
__________8. The process of removing used plates and preparing them for
dishwashing after the event.
__________9. The act of monitoring and recording the number of guests being served.
__________10. A food service style where guests serve themselves from a display of
food.

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 Answer Key 3.1

1. Chafing Dish
2. Sneeze Guard
3. Table Setup / Seating Arrangement
4. Mise en Place
5. Plated Service
6. Food Safety Temperature Control
7. Coordinated Service
8. Clearing and Dishwashing Preparation
9. Guest Count Monitoring
10. Buffet Service

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 Task Sheet 3.1
Title: Thanking and Fare welling Customers Courteously in Banquet/Catering Service.
Performance Objective: Given a simulated banquet or catering setup, you should be able
to thank and farewell customers courteously following standard hospitality service
procedures and event service protocols.

Supplies/Materials : Table setup (plates, utensils, glassware)

•Napkins
• Banquet event order (BEO) or order slip (optional)

Equipment : Tray
Service area or mock banquet/dining setup

Steps/Procedure:
1. Observe when guests are about to leave the banquet or event area.
2. Approach the guest with a smile and proper posture.
3. Thank the guest sincerely (e.g., “Thank you for attending our event.”).
4. Use polite farewell expressions (e.g., “Have a pleasant evening.”).
5. Invite the guest to return (e.g., “We hope to serve you again in future events.”).
6. Assist the guest if needed (e.g., guide to exit, call transport).
7. Show extra care for special guests (VIPs, elderly, children, PWDs).
8. Maintain eye contact and a friendly tone.
9. Coordinate with team members to ensure smooth guest exit.
10. Ensure the guest leaves with a positive impression.

Assessment Method:

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 Observation
Demonstration of practical skills
Oral questioning

Performance Criteria Checklist 3.1

CRITERIA
YES NO
Did you….
1. Recognized when the guest is about to leave the event.
2 Approached the guest politely.
3. Thanked the guest sincerely.
4. Used appropriate farewell expressions.
5. Maintained proper posture and grooming.
6. Showed friendliness (smile, eye contact).
7. Offered assistance when needed.
8. Demonstrated respect to all types of guests.
9. Followed establishment standards/policies
1o. Ensured guest satisfaction before leaving.
11. Created a positive final impression.

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 Operation Sheet 3.1
Title: Thanking and Farewelling Guests in Banquet Service.
Performance Objective: Given a simulated banquet or catering environment, you should
be able to properly thank and farewell guests following standard service procedures and
event service coordination.

Supplies/Materials : • Table setup (plates, utensils, napkins)

• Banquet event order (opional)
Equipment : Tray
Mock banquet dining area or restaurant setup

Steps/Procedure:

1. Observe guests and identify when they are ready to leave the event.

2. Approach guests with a pleasant smile and proper posture.

3. Thank the guests sincerely (e.g., “Thank you for joining us today.”).

4. Use appropriate farewell expressions (e.g., “Have a wonderful day/night.”).

5. Invite them to return for future events.

6. Offer assistance if needed (e.g., directions, transport).

7. Provide extra attention to guests with special needs.

8. Maintain eye contact and a respectful tone.

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 9. Coordinate with staff for smooth guest flow.

10. Ensure the guest leaves satisfied and comfortable.

Assessment Method: Observation

Demonstration
Oral questioning

Performance Criteria Checklist 3.2

CRITERIA
YES NO
Did you….
1. Recognized guest departure timing.
2. Approached guest politely and confidently.
3. Thanked the guest sincerely.
4. Used appropriate farewell expressions.
5. Maintained proper grooming and posture.
6. Showed friendliness (smile, eye contact).
7. Offered assistance when necessary.
8. Demonstrated respect to all guests.
9. Coordinated with banquet team members.
10. Followed establishment standards.
11. Ensured guest satisfaction before leaving.
12. Left a positive final impression.

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 Job Sheet 3.1
Title: Demonstrating Proper Customer Farewell in Banquet/Catering Service.
Performance Objective: Given a banquet or catering simulation, you should be able to
perform proper customer farewell procedures following standard service sequence and
hospitality etiquette.

Supplies/Materials : Table setup

Banquet order or program
Napkins
Equipment : Tray
Dining/service area

Steps/Procedure:
1. Complete the banquet service and observe guest behavior.
2. Prepare to assist guests as they finish the event.
3. Approach the guest politely with a smile.
4. Thank the guest sincerely.
5. Deliver a courteous farewell message.
6. Offer assistance (escort to exit, transport help).
7. Maintain professionalism until the guest exits.
8. Coordinate with team to ensure smooth closing of service.

Assessment Method: Demonstration of practical skills

Observation
Interview (oral questioning)

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 Performance Criteria Checklist 3.3
CRITERIA
YES NO
Did you….
1. Recognize when the guest is about to leave |
2. Approach the guest politely and confidently.
3. Maintain proper posture and grooming.
4. Smile and show a friendly attitude.
5. Thank the guest sincerely for their visit.
6. Use appropriate and polite farewell expressions.
7. Maintain eye contact while speaking to the guest.
8. Offer assistance when needed (e.g., door, taxi,
umbrella).
9. Show extra care to guests with special needs (elderly,
children, PWDs).
10. Follow establishment standards and procedures.
11. Coordinated with team members.
12. Ensure the guest leaves with a positive final
impression.

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LEARNING OUTCOME # 4
SERVE BEVERAGE ORDERS
CONTENTS
1. Different Food service styles
2. General service principles
3. Sequence of service
4. Handling quests with special needs.
5. Wine knowledge and service.
6. Banquet service
7. Food safety principles

ASSISTMENT CRITERIA
1. Beverage orders are picked up promptly from the bar.
2. Beverage orders are checked for presentation and appropriate garnishes.
3. Beverages are served at appropriate times during meal.
4. Beverages are served efficiently according to established standards of service.
5. Beverages are served at the right temperature.
6. For full bottle wine orders, wine is opened efficiently with minimal disturbance to
the other guests.
7. Wine service is carried out in accordance with establishment procedures.
[Link]ffee and/or tea service is carried out in accordance with establishment procedure.
CONDITION
Student/ trainee must be provided with the following:
Beverages
• Alcoholic beverages
• Non Alcoholic beverages (e.g. Juices, sodas, coffee, tea)

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Wine service
• Presenting the wine
• Opening wine
• Pouring wine
ASSISTMENT METHOD
* Interview (oral/questionnaire)
*Observation
*Demonstration of Practical Skills
*Written Examination

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 Learning Experiences
Learning Outcome # 4
Learning Activities Special Instructions
1. Receive and record beverage orders Confirm orders with guests; clarify brand
accurately. preferences politely.

2. Identify appropriate glassware for different Use correct glass types; replace incorrect
beverages. glassware properly.

3. Demonstrate proper tray handling and Carry tray with left hand; balance properly;
carrying techniques. keep at waist level.

4. Pick up beverage orders promptly from Check order details before leaving the bar.
the bar.

5. Check beverages for correct presentation Ensure correct glass, no spills, proper
and garnish. garnish.

6. Serve beverages following proper service Serve from the right side; follow anti-
sequence. clockwise direction.

7. Demonstrate proper wine service Show label, open quietly, pour without
(present, open, pour). spilling.

8. Maintain correct beverage temperature Serve hot drinks hot and cold drinks cold.
during service.

9. Assist customers in choosing beverages. Recommend drinks based on preference

and meal pairing.
10. Perform the 3-minute check for customer Ask politely and respond quickly to
satisfaction. concerns.

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 Information Sheet 4.4-1
Provide table service

1. Receive customer orders

In section 2 of this manual, the steps associated with a common 'dine in' service cycle
were explained up to and including the point where the order has been given to the
respective person who will prepare the food or beverage items.
Naturally the processes of preparing food and beverage items are too detailed to
include in this manual as they are responsibilities often performed by specialist chefs or
bar staff.
This section will continue to follow the logical steps performed by service staff after the
order has been lodged.

Provide glassware, service ware and cutlery suitable for menu choice
Throughout a meal there can be a need to provide guests with certain items of
glassware and service wear depending on the dishes and drinks they have ordered.
There is also a need to adjust the cutlery that has been set as part of the cover where
their orders necessitate this being done.

Providing glassware
Most table set ups will include standard wine glasses, with many establishments also
setting water glasses.

Where the guests order certain drinks and the correct glassware is not already set this
will require you to:

● Remove the glassware that is not needed

● Replace it with the appropriate glasses.

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It is standard industry practice that all glasses be removed from a table, and carried to a
table, on a tray. Glasses should be removed and set/re-set from the guest's right-hand
side.
Practical examples of the need to adjust glasses may include:
● Removing all wine glasses where guests elect not to order any bottles of wine
● Removing the white wine glass that was set and replacing it with a (larger) red
wine glass if the guest orders red wine
● Adding a red wine glass if only a white wine glass was set and the table has
ordered both red and white wine
● Removing the set glasses and replacing them with champagne fiutes where a
sparkling wine is ordered. Providing service wear

Depending on the dishes ordered and the style of service being used, there can be a
need to provide various items of service wear to individual tables.

Service wear may need to be provided as follows:

● Where the service style presents, for example, the vegetables to the entire table,
as opposed to plating vegetables onto individual guest plates in the kitchen, there
will be a need to use service platters
● Where customers order sauces/gravy there may be a need to provide sauce
boats
● Where the guest has brought in their own cake or arranged for the venue to
supply one, there may be a need to use a cake stand
● Where guests order snails there will be a need to provide snail forks and tongs
● Where guests order lobster there may be a need to provide lobster picks and
crackers
● Where a soup is served to the entire table, a soup tureen may be required.
● Where venues use silver service, semi-silver service or gueridon styles of
delivery there will be an increased need to provide additional service wear.

Adjusting the cover

After the order has been taken and a copy transferred to the kitchen, either manually or
electronically, the service staff will have to make any necessary changes to the cover to
reflect the dishes that diners have ordered.

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Always remember that cutlery should be carried to and from the table on a clothed
service plate. Cutlery may only be carried in the hand if it is an establishment
requirement.

It is a requirement that all covers are adjusted before any menu items are delivered to
the table. Note however that some establishments require that dessert cutlery is only
adjusted after the guests have completed their main course, and some establishments
have a standard requirement that covers are not adjusted at all. If the guest doesn't
order a certain course, the cutlery stays on the cover until the table is cleared.
Your copy of the order for the table provides the basis for determining what needs to be
adjusted for each diner.

Adjusting the cover may mean you have to:

● Remove cutlery for courses that have not been ordered

● Exchange cutlery where necessary - such as swapping the main course knife for
a steak knife where steak has been ordered and swapping the main course gear
for fish gear where fish has been ordered
● Add cutlery for dishes that have been ordered where no suitable cutlery has been
set, For example, if the cover did not include a soup spoon and the guest ordered
soup, there would be a need to adjust the cover by adding a soup spoon.

Process for adjusting covers

The process requires you to:
● Identify what needs to be removed from each cover
● Identify what needs to be added to each cover
● Obtain the necessary cutlery which should be stored in your waiter's station
● Load them onto a clothed service plate ready for carrying to the table
● Carry the clothed plate with all the required cutlery to the table
● On arrival at the table, begin adjusting the cutlery by starting at the Number One
guest, working clockwise around the table. Change the knife first, then the fork,
and don't forget to place the cutlery down on the table so that it is parallel with all
others
● The knives should be removed or replaced from the right-hand side of the guest,
and the forks from their left-hand side. Never place cutlery by leaning across in
front of a guest

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 ● Always handle cutlery by the handles.

2. Check product and/or brand preferences with customer in a courteous manner

As part of the ordering process, customers will identify which item they desire, be it a
food or beverage item.
Quite often, it may be up to the waiter to help explain. recommend what is available.
This will be explored in more detail in the next section.

Most food items will be specifically identified on a menu, however many people will
order a drink without refering to a menu.
Therefore the focus on this section will be based around clarifying beverage orders.
At times customers will indicate a specific drink in a generic manner. For example, they
may ask for a 'gin and tonic without specifying a particular brand.
As can be seen in this picture, there is a wide selection of gin products.
There are many different products and brands available, with more coming on to the
market seemingly everyday.
It makes good sense and excellent customer service, to check with the guest regarding
their preference.

Personal preference
Some people are devoted to a certain brand and simply won't drink anything else.
Examples may be Jim Beam bourbon, Gordon's gin and a diverse range of Scotches.
Some people consider the price and are happy to drink a cheaper, domestic brand if
one is available. They will appreciate your pointing this out to them.

Pour and call brands

Behind the bar, most venues stock a 'pour' brand, as well as several 'call' brands. You
must know what these are in order to answer customer questions, and to provide the
drink that satisfies their identified need and preference.
A pour' brand, sometimes referred to as a house brand, is the brand of beverage that
will be poured if someone doesn't specify a brand name.

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If the customer simply asks for a 'Scotch', then they haven't indicated a preference for
one particular brand, so it doesn't matter what brand you pour them Just so long as it is
Scotch. In these cases the 'pour brand' will be supplied.
Usually pour brands are cheaper alternatives to recognised national brands, but
sometimes they are the better known, better quality, premium national brands.
A call' brand is the brand called out by the customer.
Instead of just asking for a Scotch, the customer would ask for a specific brand, perhaps
a 'Dewars' or 'Chivas Regal. Most bars will stock a range of call brands, but no bar can
stock them all,
You need to become familiar with the ones you stock so that you can accept an order
straightaway, or inform the customer that you don't stock their preferred brand.
Always be alert to the possibility to upsell the customer to a more expensive brand.

Where you don't have the call brand that the customer asks for you should;
● Apologise for not having the brand asked for
● Offer an alternative.

This will be explained in more detail in the next section.

3. Provide clear and helpful recommendations or information to customers on

selection of food or drinks, if required

As has been mentioned earlier, waiting staff may be required to assist guests in making
their selection from either the menu or the drinks list.
Lots of customers or guests come to the room, bar or venue knowing exactly what they
want to eat or drink. Perhaps they have eaten at your dining room before and want to
experience the same dish again that they had last time, or perhaps they have a
standard meal or drink that they always have when they dine out.
This section should be read in conjunction with all other notes regarding the provision of
information to customers or guests.

Recommending Food

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As mentioned previously, options include:

● Recommending what it is you like this may not suit them or be to their liking
● Recommending what is popular-they may not like this style of dish
● Recommending whatever it is that the kitchen have asked you to push again, this
may not suit them
● Asking some questions first to determine whether they are after a big meal or a
snack, whether they like chicken, meat or pasta or whether they prefer plain food
or dishes with sauces and added flavour and then recommend an appropriate
dish.
● Keys in making recommendations are:
● Ensuring information is honest and truthful
● Ensuring customers/guests do not get the impression you are rushing your
delivery of this information
● Ensuring guests don't feel they are imposing on you by asking these questions
● Giving customers/guests time to make their decision without appearing to put
pressure on them to 'make up their mind
● Providing extra information as required. There can be many times when the
information you give to customers in the first instance is insufficient for their
needs. For example, you may have described the ingredients of the dish and
described how delicious it is but the guest may want to know about cooking style,
preparation/cooking time or serve size
● Tailoring your information to suit the person you are talking to. The way you
present Information to young and old may vary in terms of the speed you deliver
the information the words you use and the comparisons you make with other
products.

Recommending Beverages

in relation to drinks, advice or recommendations may be needed when:

● Customers are unsure about exactly what they would like. Sometimes regular
customers come in and they are just bored with their normal drink, and want
something a bit different perhaps just for that session
● The drink or brand they have ordered is unavaliable. After apologising you must
be able to recommend an intelligent alternative for them
● It's a special occasion maybe they've just won a promotion, had a baby or are
celebrating a birthday

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 ● You have a new product in stock. Let the customers know. Tell them what it's like,
what it goes with, how much it costs, how strong it is, and so on. Perhaps the
boss will let you give away a few free samples
● The customer is feeling off colour or a bit low. You may want to suggest some
refreshing style of drink, or a non-alcoholic alternative to their usual
● They are dining. While a detailed knowledge of wine falls outside this unit, a very
basic rule of thumb that continues to apply today as it did decades ago is "White
meat-white wine, red meat-red wine". Nonetheless, many, many people drink a
nice white (say, a Chardonnay) with a steak
● They don't want to drink alcohol, or when they need to limit their alcohol intake.
You have both a moral and very much a legal duty to assist patrons who don't
want alcohol, or want a little. Be prepared to offer fruit juices, waters, mocktails
(non-alcoholic cocktails), alcohol-free wine and aerated waters.
When advising customers, it is useful if you can give them information about:
● Taste, colour and aroma
● Whether it is imported or domestic
● How it may be consumed-describing options available to enjoy the product
● The alcoholic strength
● Any special points about it-things like the worm in certain tequilas, a special
advertising campaign or competitions that may be running if people buy it.

Food and Wine Combinations

There may be times when you are asked to recommend a wine to go with a meal.
Some basic suggestions include:

Food Wine

● Seafood ● Semillon, sauvignon blanc, Riesling

● Game ● Cabemet sauvignon, shiraz,
chardonnay. semilion
● Red meat ● Cabernet merlot, cabernet
sauvignon, shiraz, malbec
● Poultry ● Chardonnay, chenin blanc, Verdelho
● Salads ● Chenin blanc, verdelho, chardonnay,
Riesling
● Antipasto ● Chardonnay, rosé
● Pasta ● Chardonnay, Riesling, shiraz
● Cheese platters ● Cabernet merlot
● Desserts ● Dessert wines

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You should also be sufficiently familiar with the wines on the drink list to make intelligent
recommendations to compliment the food.
It is very useful to have winery representatives do a tasting of all wines on the wine list
with staff, and to develop a written list (kept on display for staff behind the bar) of what
wines to recommend with what menu items.
When complementing food with wine, try to select wines that will harmonise well with
the dishes and their ingredients. General guidelines are:

● 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.

4. Serve food and drink according to enterprise requirements and personal

hygiene standards

When food and beverage items have been prepared they must be delivered to the
customer. This section will focus on the steps associated with collecting and delivering
items to the table, ensuring the customer is happy with the selection.

Collecting food and beverage selections

The need to collect ordered items from the kitchen or bar as soon as they are ready for
service cannot be stressed too strongly.
Prompt collection of food and drinks enhances customer service in two primary ways:
● It reduces guest waiting time. Most customers prefer to receive their food and
beverages as soon as possible consistent with not being rushed or pressured

● It gets the product to the guest in the best possible condition- neither menu items
nor drinks improve while they stand waiting to be served.

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Beverages

Traditionally a drink is the first thing to be served to the guests.

Your standard practice must be to get the first drink in front of the guests as soon as
possible. This helps them settle in, and lets them know they are actually being served.
Do not simply give the order to the bar and then wander off to do something else for 10
minutes. By all means go and do something else, but only do something that will take 1
or 2 minutes at most.
When picking up the drinks to put on the tray to take to the table, make sure:
● They are what was ordered-check correct wines (vintage, brand, grape varieties),
no ice where requested, long glass where ordered etc.
● Correct number have been supplied in terms of actual drinks, and empty glasses
for wine
● They are suitably presented
● The correct glassware is used
● Garnishes are appropriate
● Glasses aren't overflowing such that they will drip down the front of guests'
clothes when being consumed
● Where the drinks are not as required, you should politely point this out to the bar
person who prepared the drinks and make sure the issues are rectified before
taking the drinks to the table.
Food
The two service areas cold larder and hot section must be attended and monitored at all
times to ensure prompt pick up of food.
If food is not picked up promptly the following may apply:
● Hot food could go cold and spoil
● Cold food could lose its chill factor
● Risk of food contamination increases
● Customers have an unnecessary walt
● Room to place down newly prepared items becomes restricted.

Before any food is taken out to the table it must be checked in the same way that drinks
are checked prior to be taken and served.
Checks should include:

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 ● Checking that the right meal has been prepared and any requested preferences
have been accommodated. Dishes must reflect the order that was taken at table
and given to the kitchen
● Checking the plate to make sure there are no marks, spills or drips. Advise the
chef and ask for the plate to be cleaned where these are identified
● Checking the quality of the item.
● Checking with the chef to identify how a particular item has been cooked. Which
is the medium steak and which is the medium rare?
● Checking if special condiments need to go with the order
● Checking to make sure there is uniformity between dishes. If three people on a
table are having the same menu item then all three plates should look the same
● Ensuring correct temperature of the dish. Hot dishes should be hot, and cold
dishes must be cold.

Delivering items to the table

Loading a drinks tray

Regardless of whether you are left or right-handed, trays should be carried in the left
hand, and the drinks served from it with the right hand.
Some premises allow left-handed people to reverse this but many do not because when
left-handed people pour a bottle using their left-hand, the left-hand will cover the label of
the bottle.
Trays should not be held by their rim and they should not be held with two hands; your
left hand should be held under the tray.
When loading the tray, secure the tray on your left hand. Your hand should be flat and
your fingers should be spread out with only the tips of your fingers raised to support the
base of the tray.
Load the tray so that;

● The tallest glasses are nearest to your body

● The heaviest glasses are in the centre of the tray
● The smaller, lighter glasses are around the tray's edge.
● The placement of the drinks on the tray facilitates their service at the table. In
practice some of the above rules may not apply because it would make it too
hard for you to take the drinks off the tray.

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Carrying the drinks tray
The right hand can assist in balancing the tray, especially when walking to the table, or
when waiting for someone to move past you where there is the potential for them to
knock either you or the tray.
Try to keep the tray at waist level and close to your body. This will help to avoid
knocking into passing traffic and optimises your control over the tray.
Even though carrying the drinks tray high above the head with one hand looks quite
spectacular, this method is not recommended as the risk of disaster is quite high.

When carrying a tray, always look where you are going, not at the tray.

Carrying plates to a table

Commonly, plates may be carried in the hands using various plate carrying techniques-
see next section.
Alternatively, plates may be loaded onto rectangular food trays which are carried to the
waiter's station where they are either unloaded into the hot box or delivered straight to
the table.
All items should be carried in such as way that prevents contamination by making sure:

● You don't put your fingers on to food

● You don't place your fingers around the top of glasses
● Long hair is appropriately tied back or controlled.

Serving food and beverage

The actual food and beverages that the guests consume is only part of the total dining
experience.
The service of those items is another vital part of the experience.
It is often the service provided to guests that separates one venue from another and is
the determining factor about whether or not those people will return and tell their friends
about us.
Two keys when serving food and beverage are:

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 ● Do it quickly without giving the guest the impression they are being rushed or you
are in a hurry
● Do it professionally. Serve the correct items to the correct diners, be polite,
identify items as they are served, communicate and interact with guests, smile,
answer any questions that are asked and check that the items presented are
acceptable to the guests.

Placing the food on to the guest's table

Always serve the meal from the guest's right (the same side that beverages are served
from) and announce the meal as it is being placed down. Consistency in service is
important.
Make sure the dish is placed down so the main item on the dish the steak, the slices of
meat, the piece of fish, the chicken breast - is closest to the guest (at the 4 o'clock-8
o'clock position).
Where a steak is being served, the kitchen should have presented the steak on the
plate with the fat toward the centre of the plate, and not facing the guest so they have to
through the fat to get to the meat.
It is professional to place the right meal down in front of the person, without having to
ask, "Who's having the chicken?" guest numbering system comes into play when
identifying which meal is to be placed in front of a particular guest. It is practice to
announce each guest to confirm that each diner is receiving what they ordered. For
example, "The Grand T-Bone, rare with extra chips. Enjoy!
Place the dishes on to the table in such as way that the noise made by contact with the
table is minimised.

Serving Food
One of the most important skilis a waiter can master is the art of carrying plates.
There are two methods to choose from and proficiency in using either method can only
be gained in the same way as gaining competency in carrying a drinks tray-practice,
practic practice.
Plate carrying techniques

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Serving beverages
There are a number of points to note when serving drinks.
Always serve to the right of the seated customer, unless this is obviously impossible.
It may be impossible to serve from the guest's right-hand side if two people are talking
Intimately head to head, or if there is something such as a pillar or plant in the way to
the guest's right.

Other points include:

● Trays are carried on the palm of the left hand with the tips of the fingers slightly
raised - do not hold the tray by its edges
● Drink trays are usually held on the left hand so that the right hand is free to serve
the drinks

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 ● If the tray does not have a non-slip surface, then a tray liner or mat should be
used to prevent glassware from slipping. The tray mat may be kept in place by
smearing few drops of water on the tray's surface
● Service staff should handle glassware by the base or the stem. Never handle
glasses by their rims, never put fingers in the glasses
● Trays are usually loaded with the heaviest glass in the centre, and the lighter
glasses placed around the outside. In most cases, the last drink on the tray
should be the first drink off
● Trays should be carried at waist level through the room walking with a straight
back and shoulders. Don't carry the tray above your head!
● Trays should be carried close to, and 'within', the body to avoid knocking into
someone or something
● When unloading trays, you may have to slightly twist your body with the tray
positioned slightly away from your side. This is to enable the right arm and hand
to reach in towards the table and safely position the customer's drink
● All drinks should be announced when being placed on the table. This provides an
element of customer service as well as providing the guest with an opportunity to
check that they are being served the drink they ordered. "Excuse me sir, your
Whisky and Coke. Thank you."
● Remember to bend your knees when serving from a tray
● Work anti-clockwise around the table, repeating the above procedures until the
last drink is served
● Drink waiters should work anti-clockwise around the table, and food waiters
should work in a clockwise direction. This means that they will only cross paths
once at the table, saving service time and reducing the potential for accidents
between staff
● Use coasters or napkins under drinks when and where required.
●
Checking customer satisfaction
Checking satisfaction with food
All service staff must monitor patrons during service for signs of dissatisfaction. This
means. keeping alert for non-verbal cues that indicate displeasure, and listening for
negative comments that can be overheard.
Checking customer satisfaction must apply to both food and beverages.

The 3-minute check

When a meal has been served to the customer, it is important for service staff to revisit
the table a few minutes later to check that the meals are to the customer's satisfaction.

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This is commonly known as the three-minute check.
It involves approaching the table approximately 3 minutes after the last meal was placed
on the table and making an enquiry along the lines of "Is everything to your
satisfaction?" or "How are your meals? Individual venues may have standard
statements for you to use when making this 3-minute check so check with your
supervisor and adhere to specific enterprise requirements.
It is assumed that after three minutes, a customer will know if they are satisfied with
their food.
If they are dissatisfied, then they can tell waiting staff and a course of action can be set
in place to rectify the problem.
Remember, if you are going to ask guests whether or not they are satisfied, you have to
be prepared for those who tell you they aren't!
Don't treat these guests as 'complainers, but view the situation as an opportunity to turn
a problem into a positive service experience: listen to their complaint, apologise and act
quickly to fix the problem.
Problems may include;
● The steak is tough
● The meal is cold
● The steak is not cooked as ordered
● Special requests have not been met.
When you replace the problem meal, apologise again and implement another three-
minute check to ensure that the replacement meal is to the guest's satisfaction.
Speed is very important, especially where the guest is part of a group, as we do not
want one diner eating their meal long after their fellow guests have finished. This can be
embarrassing for them, and is a very public indication that we have got something very
wrong.
It is commonplace for guests to respond positively to your enquiries about their meal at
the 3-minute check and this is great.

Where you get such feedback, you should feed it back to the kitchen:

● "Table 7 say the roast is superb"

● "Everyone loves the lasagne
● "Lady with the big party wants the recipe for the duck sauce!"

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Your three-minute check also presents guests with an opportunity to order or re-order.
This may not fit in with the plans or the timing you have predetermined for your station,
but these orders must be taken, or dealt with, politely and promptly.
You may be the food walter, but the three-minute check may well result in a drink order
being given. It is totally unacceptable for you to say "I'm sorry, I'm the food waiter, not
the drink walter".
You should take the order and pass it on to the appropriate person. If there is some
confusion on your part about exactly what the order is, let them know this and they can
follow it up.

Checking satisfaction with beverages

Commonly there are fewer complaints about drinks than there are with meals.
Nonetheless, there can be occasions when drinks are less than acceptable so you need
to be alert to the need to keep an eye on customers to identify when they have a
problem with their drinks.
Common problems may relate to:
● The beer or white wine is warm
● The wrong mixed drink has been served the 'rum and coke' is actually brandy
and coke'
● The wine tastes 'off'".
In practice, the 3-minute check provides an opportunity for diners to complain about
beverages as well as the food but the monitoring of drinks needs to be more frequent
than just this one check,
Tips on checking customer satisfaction with drinks include:
● Monitoring the non-verbal language of drinkers-being alert to facial expressions
that indicate something is wrong and being tuned in to customers who beckon
you to their table
● Making eye contact with people when at or passing their tables to encourage
them to speak to you if there is a problem
● Making verbal statements. In some ways this is similar to the 3-minute check
concept, about their beverages, especially wine, such as "How's the
Chardonnay?"

Offering additional food and beverage

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Throughout the meal the opportunity arises to offer additional food and beverages.
Selling additional items is what the employer expects you to do, and providing these
items can also meet customer expectations in terms of service needs.
Offering and providing additional items that are not being sold is part of the service
provision that creates customer satisfaction and meets expectations in terms of high
levels of service delivery.
Additional items should be offered at appropriate times such as:
● The three-minute check
● When glasses are nearly empty
● When bottles are nearly empty
● When most bread or rolls on the table have all been consumed.
The service of additional items should be in accord with normal service practices. There
should not be a lesser standard of service simply because the items are additional.
Items may include the service of condiments and side dishes such as:
● Tomato sauce
● Tabasco sauce
● Fish sauce
● Soya sauce
● Chilli
● Mustards
● Tartare sauce
● More butter
● More bread or rolls
● Side salad
● Bowl of fries
● Onion rings
● Rice.
Some additional equipment items that may need to be provided can include:
● Extra cutlery-to replace items that guests may have dropped on the floor
● Extra crockery
● Extra glassware
● More serviettes
● A finger bowl
● A scrap bowl-depending on the menu item being served.

Clearing tables

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Used and unwanted items should be removed from tables throughout the meal.
It is never acceptable to allow used or unwanted items to build up on the table and clear
the table only at the end of the meal.
Removing items progressively throughout the meal provides expected customer service,
and maintain a clear 'work surface to allow food and beverages to be more easily
placed on the table.
When guests place their knife and fork together in the centre of the plate this is the
usual sign that they have finished their meal.
Of course, not all customers will do this, so you must be aware of other signs. The most
obvious being an empty plate.
Before clearing any plates away, ask the customer if they have finished to ensure the
plate can actually be cleared away. A simple question such as "May I take your plate,
madam?" or "Have you finished, sir?" is all that is required.
Traditionally, with tables of up to eight people, all guests should have finished their meal
before the table is cleared. This is to avoid some guests feeling they have to rush to
finish their meals just because others around them may have already finished.
With tables of eight people or more, plates are traditionally cleared randomly as the
guests finish their meal.
Naturally all clearing of plates must be done in accordance with establishment
standards a practices, with minimal disruption to customers. If you are unsure about
what applies at your workplace, then ask your supervisor.

Steps to clearing a table

The following protocols commonly apply when clearing a table:
● Try to start with the guest who has the most scraps left on their plate. This will act
as the base plate for clearing
● Always clear from the right of the guest-the same side that you should have
served from
● Pick up the first plate, complete with cutlery, with your right hand and transfer
and secure it in your left hand
● Secure the end of the fork handle under your thumb
● Slide the knife, cutting end first, under the fork to secure it and stop it from sliding
away

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 ● Moving clockwise around the table, clear the next guest's plate. Make sure the
left hand is held back to avoid being too close to the customer, especially their
head and shoulders
● Secure the second plate into position over the wrist, and scrape any food scraps
onto the base plate (plate positioning will be as previously described in the Two-
plate serving method)
● Secure the knife by sliding it under the securing fork
● Place the second fork parallel to the securing fork
● Continue this procedure until all the plates and cutlery are cleared for that
particular course.

Remember
● Clearing must be done at the appropriate time (see above for guidelines) and
with minimal disruption to the customers. Clearing should be part of the process
and not an interruption to it
● Clear away all unwanted or unused cutlery when removing matching course
plates. If a guest has not used their main course knife for instance, it must be
cleared when the main course plate is cleared
● Clear away the side plate and the side knife when clearing away the main meal
plate. This is cleared from the guest's left-hand side so as not to reach across in
front of the guest
● Clear away anything that is unwanted or unused on the table at that stage
● Clear away any condiments associated with the course that is being cleared. The
salt and pepper shakers, butter dish and bread basket should be cleared when
the main course items are being cleared. You may however, elect to clear away
breadboards or baskets as soon as bread has been consumed. Check house
practice and adhere to that
● Clear away unused or dirty glassware as and when no longer required. Don't let
them build up
● Clear away all items in accordance with the establishment's standards and
policies. This may include directions regarding whether a tray should be used to
carry these items to the waiter's stations, or whether a clothed service plate is to
be used, and whether or not items should be cleared to the walter's station or
directly to the kitchen or bar.

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Presenting and processing accounts
Naturally at the end of the dining experience customers will be required to pay for their
food and beverage items.
This will be explained in more detail in Section 6 of this manual.

Thank and farewell customers courteously

All food and beverage guests should be thanked and farewelled courteously.
This applies to regulars and visitors, big-spenders and the customer who just drinks a
pot of beer or squash and eats an entrée.
We must give all drinkers and diners the respect they and their patronage deserves:
without these customers you don't have a job

The importance of the farewell

The farewelling of customers is an important part of the service cycle and one that is
arguably more important than the greeting the customer receives because the farewell
is often the last thing they have to remember us by.
You should also bear in mind that many customers who leave a hospitality venue, leave
with nothing but have paid money for that privilege!

To illustrate this, it means that most people leave a property after having slept there,
eaten. there, drank there or after attending a function or entertainment event. This is
totally different to most retail situations where customers leave having paid for an item
they take with them and can use at home.
The point being then that the customers may have just spent a substantial amount of
money, and then leave with nothing to show for it, except perhaps a full stomach. These
facts underline the importance of a good farewell.

Farewelling guests
All guests should be farewelled in accordance with establishment standards and
policies.
Some establishments may require their staff to walk the customers to the entrance and
hold the door open, before thanking them and bidding them farewell.

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Other establishments may require a more casual approach such as a smile, a wave and
a simple "Thanks very much to the guests as they are departing.
It may be standard practice to wish them "Good day" or "Good night" and "We look
forward to seeing you again", or some similar phrase.
Where appropriate you could also offer to call a taxi.
If it is raining, escorting guests to their car with an umbrella may be part of the service
offered. An alternative may be to offer a complimentary coffee while the weather clears.
Whatever the standard or policy, guests should be acknowledged when they leave.
Their final experience with you must be a positive one.

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 Self Check 4.1

Identification: Read each statement carefully. Identify the correct term

being described. Write your answer on the blank before each number.

__________1. The standard side where beverages are served to guests.

__________2. A container used for carrying multiple drinks safely.
__________3. The process of showing the wine label to the guest before opening.
__________4. The tool used to open a wine bottle.
__________5. A type of glass used for serving red wine.
__________6. The method of checking customer satisfaction a few minutes after
serving.
__________7. A non-alcoholic mixed drink that looks like a cocktail.
__________8. The correct temperature condition for serving cold beverages.
__________9. The act of pouring wine into a guest’s glass.
__________10. The person responsible for preparing drinks in the bar.

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 Answer Key 4.1

1. Right side
2. Tray
3. Wine presentation
4. Wine opener
5. Red wine glass
6. 3-minute check
7. Mocktail
8. Chilled/Cold
9. Wine pouring
10. Bartender

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 Task Sheet 4.1
Title: Serving Beverage Orders Properly

Performance Objective: Given a simulated restaurant or dining setup, you

should be able to serve beverage orders correctly and
efficiently following standard hospitality service
procedures.
Supplies/Materials : Table setup (glassware, napkins)
Beverage items (alcoholic and non-alcoholic)
Order slip (optional)
Equipment : Tray
Wine opener
Service area or mock dining setup

Steps/Procedure:

1. Receive and confirm beverage orders from the guest.

2. Identify and prepare the correct glassware for each beverage.
3. Proceed to the bar and pick up beverage orders promptly.
4. Check beverages for correct presentation, garnish, and completeness.
5. Load beverages properly on the tray (heavy items at the center).
6. Carry the tray using the left hand at waist level.
7. Approach the table and serve beverages from the right side of the guest.
8. Announce each beverage while serving (e.g., “Your iced tea, ma’am.”).
9. Perform proper wine service (present, open, and pour) if required.
10. Ensure beverages are served at the correct temperature.
11. Maintain cleanliness, hygiene, and professionalism during service.
12. Conduct the 3-minute check to ensure customer satisfaction.

Assessment Method:

 Observation
 Demonstration of practical skills
 Oral questioning

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 Performance Criteria Checklist 4.1

CRITERIA
YES NO
Did you….
1. Took beverage orders accurately.
2. Confirmed guest preferences politely.
3. Prepared correct glassware.
4. Picked up beverages promptly.
5. Checked presentation and garnish
6. Loaded tray properly
7. Carried tray correctly
8. Served beverages from the right side
9. Announced beverages clearly
10. Demonstrated proper wine service
11. Maintained correct beverage temperature
12. Practiced good hygiene and grooming
13. Performed 3-minute check
14. Ensured customer satisfaction

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 Operation Sheet 4.1
Title: Proper Procedure in Serving Beverage Orders.
Performance Objective: Given a simulated dining environment, you should be able to
properly serve beverage orders following standard service sequence and hospitality
procedures.

Supplies/Materials :Table setup (glassware, napkins)

•Beverage items
• Order slip (optional)

Equipment :Tray
•Wineopener
• Mock dining area or restaurant setup

Steps/Procedure:
1. Receive beverage order and confirm with the guest.
2. Prepare correct glassware and materials.
3. Proceed to the bar and collect the beverages promptly.
4. Check beverages for accuracy, presentation, and garnish.
5. Arrange beverages properly on the tray.
6. Carry the tray safely at waist level.
7. Approach the guest politely and serve from the right side.
8. Announce each beverage upon serving.
9. Perform wine service properly when required.
10. Ensure beverages are served at proper temperature.
11. Observe guests and respond to additional requests.
12. Conduct a 3-minute check to ensure satisfaction.

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 Assessment Method: Observation
Demonstration
Oral questioning

Performance Criteria Checklist 4.2

CRITERIA
YES NO
Did you….
1. Followed proper service sequence.
2. Used correct glassware.
3. Checked beverage quality before serving.
4. Demonstrated proper tray handling.
5. Served beverages correctly.
6. Communicated clearly with guests.
7. Maintained cleanliness and hygiene.
8. Followed wine service procedures.
9. Maintained beverage temperature.
10. Responded to guest needs promptly.
11. Performed satisfaction check.
12. Followed establishment standards.

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 Job Sheet 4.1
Title: Demonstrating Proper Customer Farewell in Food Service.
Performance Objective: Given a restaurant simulation, you should be able to perform
proper customer farewell procedures following standard service sequence and
hospitality etiquette.
Supplies/Materials : Table setup
Menu or order slip
Napkins
Equipment : Tray
Dining/service area

Steps/Procedure:

1. Complete the service and observe guest behavior.

2. Prepare to assist the guest as they finish dining.
3. Approach the guest politely with a smile.
4. Thank the guest sincerely.
5. Deliver a courteous farewell message.
6. Offer assistance (door, taxi, umbrella if needed).
7. Maintain professionalism until the guest exits.

Assessment Method: Demonstration of practical skills

Observation
Interview (oral questioning)

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 Performance Criteria Checklist 1.3
CRITERIA
YES NO
Did you….
1. Recognize when the guest is about to leave |
2. Approach the guest politely and confidently.
3. Maintain proper posture and grooming.
4. Smile and show a friendly attitude.
5. Thank the guest sincerely for their visit.
6. Use appropriate and polite farewell expressions.
7. Maintain eye contact while speaking to the guest.
8. Offer assistance when needed (e.g., door, taxi,
umbrella).
9. Show extra care to guests with special needs
(elderly, children, PWDs).
10. Follow establishment standards and procedures.
11. Ensure the guest leaves with a positive final
impression.

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LEARNING OUTCOME # 5
PROCESS PAYMENTS AND
RECEIPTS

CONTENTS
1. Different Food service styles
2. General service principles
3. Sequence of service
4. Handling quests with special needs.
5. Wine knowledge and service.
6. Banquet service
7. Food safety principles

ASSISTMENT CRITERIA
1. Bills are prepare and processed accurately in coordination with cashier.
2. Amount due is verified with customer.
3. Cash and non-cash payments are accepted and receipts are issued.
5. Required documentation is completed in accordance with enterprise policy.
4. Change are given as required.

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CONDITION
Student/ trainee must be provided with the following:
Cash Payment
● Payment in notes and coins
● Payment in a foreign currency
● Calculating currency exchange rates
Non-cash payments
● Debit and credit cards
● Checks (Personal, business, travelers)
● In-house vouchers
● Charges to company accounts
Receipts Issue
● Issuing receipts via cash register/terminal
● Issuing hand written receipt
● Complying with legal requirements of host country to provide receipt

ASSISTMENT METHOD
* Interview (oral/questionnaire)
*Observation
*Demonstration of Practical Skills
*Written Examination

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 Learning Experiences
Learning Outcome # 5
Learning Activities Special Instructions
1. Receive and check cash float accurately. Count money before signing; report
discrepancies immediately.
2. Prepare cash register and POS system. Ensure materials like receipt paper, pens,
and calculator are ready.
3. Record customer orders and prepare bills. Double-check items and prices before
presenting.

4. Present bill to customer properly. Use bill folder; present politely and clearly.

5. Verify total amount with customer. Allow customer to review charges.

6. Accept cash payments correctly. Count money in front of customer; confirm

amount.

7. Give correct change to customer. Count change aloud; ensure accuracy.

8. Process non-cash payments (card, Follow proper procedures for each payment
vouchers, etc.) type.

9. Issue official receipts after payment. Provide printed or handwritten receipt

immediately.
10. Handle foreign currency payments. Apply correct exchange rate; confirm with
customer.

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 Information Sheet 4.5-1
Store and handle foods safely

1. Comply with personal hygiene standards

Contamination is a term you will hear in all food outlets. This means that safe food has
become spoiled because of how it was handled, prepared or stored.

Follow hygiene procedures

Anybody who works with food or drinks must follow the highest possible personal
hygiene standards. This is one of the easiest and effective ways of making certain that
food or drink does not become contaminated by bacteria (germs), physical objects
(broken glass, band aid) or chemical hazards.

Ensure personal hygiene meets required standards at the beginning of and

during each shift
Personal hygiene plays an important part in creating a good public image, as well as
protecting the safety of our guests.
At all times, you must be aware that the human body harbours germs and bacteria.
Apart from this, you work closely with customers and other members of staff. If you look
crisp. clean and smart the customer will know that you carry that pride through to the
way the premises is kept. Listed below are ways to make sure you meet the highest
standards of personal hygiene:
● Take dally showers
● Wear clean clothes daily
● Have clean and neat hair
● Have short, clean finger nails
● Clean your teeth regularly and ensure they are in good condition
● Keep any open cuts or wounds covered while at work by using a waterproof
cover over a bandage
● Do not smoke near food and beverage preparation areas
● Wash hands on a regular basis.

Ensure hands are washed when required

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Washing your hands on a regular basis is the most effective way to reduce hygiene
risks in the workplace. It is essential that staff wash their hands after eating, smoking,
handling garbage, handling a handkerchief or tissue or using the bathroom.

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Ensure uniform is cleaned regularly and that protective clothing is worn as
required
Uniforms
Wearing a clean uniform is not only hygienic but also provides an image of
professionalism to the customer.
Wearing a clean uniform is a must for all staff and many outlets supply and clean
uniforms for staff. There is nothing more distracting for the customer than seeing a staff
member who not only looks but smells unclean. If a staff member cannot keep
themselves and their uniform clean, it leads customers to believe that food and
beverage is also kept in an unclean and unhygienic manner.
All aspects of your uniform must be given attention including hats, jackets, shirts,
blouses, socks, and shoes and any other uniform requirements.
As a basic minimum requirement staff are required to wear a clean uniform for each day
of work.

Protective clothing
For any service staff involved in any aspect of food preparation a wide variety of
protective clothing is worn including hats, glasses, masks, hair nets, aprons, neck
scarves and gloves.
This protective clothing is designed and worn by staff for two key reasons:
● Improve staff safety and reduce injury
● Keep food and beverage clear from hygienic risks
Gloves
Gloves are commonly worn in most food preparation and service areas.
Use different coloured gloves in different areas. Do not move from the toilet section to
the kitchen or rooms using the same gloves.

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 ● Gloves used for cleaning specific areas are kept for that area only
● Always wear gloves when cleaning to avoid spreading or catching disease.
● Do not handle food and money with the same gloves.

2. Handle food according to food safety program

In Section 3 of this manual a number of food safety practices were detailed. This section
will explore how to handle and dispose of used items in the appropriate manner.

Dispose of leftover food according to hygiene regulations and enterprise practice

Throughout the dining session and at the end of trade you may be required to dispose
of leftover food used during service.
Correctly disposing of these items helps to maintain food safety and the operational
effectiveness of the property.
Whenever food handlers handle rubbish, it is a legal requirement that they wash their
hands properly before handling food or food items/utensils again.

Hygiene regulations
In terms the requirements of safe food handling no food or beverages that are returned
from a guest can be re-used. They must all be thrown out.
Food that is left over in terms of portion controlled butters, sugar etc. can be re-used
providing the package has not been damaged, it looks presentable and (for high risk
food) has not been stored in the Temperature Danger Zone for longer than 4 hours.
Butters and dairy products must be stored under refrigeration at 5°C or below.
Proprietary sauces in the bottle can also be re-used providing the bottle, neck and cap
are cleaned.
Salt and pepper in shakers can also be re-used.

Left over food

The kitchen will be responsible for dealing with left over food. That is, food that has
been displayed for sale but which has not been served.
It is perfectly legal to re-use left over food provided the appropriate safe food handling
practices are followed.

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Your role may include returning these items, from bain maries or buffet tables, to the
kitchen for processing.
The basics in relation to dealing safely with left over foods are:
● No high risk foods can be re-used if they have spent 4 hours or more in the
temperature Danger Zone (5°C-60°C). High risk foods are foods that are high in
protein and include all meats, poultry, seafood and dairy products
● Foods that are left over must be covered, labelled and refrigerated and kept
refrigerated until next required for service
● Leftover food should be used first at the next service session-stock rotation is
important
● Leftover food that is to be served hot should be re-heated prior to service to 75°C
for one minute
● Where any doubt exists about the safety of the food that is left over, it should be
discarded.

Enterprise requirements
Each property will have its own procedures and requirements for dealing with leftovers
and disposables.

Options include:
● Throwing out all leftover food. Some properties have a standing rule that requires
all leftover food to be disposed of
● Allowing staff to eat items that are left over. Some properties may allow staff to
take leftover food home with them but this should not be expected. Check with
your supervisor first
● Requiring high cost items to be stored for later use but allowing low-cost items to
be thrown out. This may mean that meat dishes are saved while vegetables are
discarded
● Separating disposables from food waste.

3. Maintain the workplace in a clean and tidy

Whilst the first and last sections of this manual focus on cleaning a food and beverage
outlet at the start and the end of service, it is important that any outlet remains clean
throughout service. Whist this may seem hard to achieve, especially when times are
busy and customers have many requests which must be handled immediately, it is
essential that dirty objects and areas are cleaned in a timely manner.

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This is not only important from a hygienic point of view, but also from a customer
service perspective.
Organizational policies and procedures will highlight the correct steps in cleaning each
outlet and explain how to keep your workplace free of clutter or conditions that allow
bacteria and vermin to thrive. Management and staff must:
● Regularly clean and maintain the premises
● Control pests and vermin
● Implement a dally cleaning schedule
● Maintain and clean equipment (making sure any equipment used for storing or
holding hot or cold food is kept at the required temperature)
● Maintain food or beverage preparation and service areas at the highest standard
of hygiene
● Follow correct food storage procedures
● Follow correct garbage removal procedures
● Follow your workplace 'no smoking' requirements
● Do not smoke in food preparation and storage areas.

Cleaning
You may or may not be required to clean dishes or glasses that have been used as part
of the service process. There is a wide variation between premises in this regard.
Some businesses will simply ask you to carry the used Items. back to either the kitchen
or bar and off-load them. Another staff member will handle things from there.
Some premises will require you to off-load them and empty glasses (of ice, slices of
lemon, decorations, remaining liquid etc.), and clear plates into a bin or waste disposal
unit.

Other properties will require you to undertake the entire cleaning process for crockery,
cutlery, glassware etc.

Glasses and glassware

The basic procedure is to use a glass washing machine with the procedure being:
● Empty glasses and other glass items of all contents
● Load the glasses into a glass washing tray they have to be put in upside down
● Wash the glasses in the machine when required ar when the trays are full. Use
the wash cycle preferred by the establishment

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 ● Take the glasses out of the machine and either allow to air dry or hand-polish
according to house requirements
● Put the clean glassware in their nominated storage areas ready for use.
● Points to note regarding the glass washing machine are:
● The correct wash cycle is chosen where options exist
● No slices of lemon etc. are allowed to block up the plug hole in the glass washing
machine
● The temperature of the water being used is a minimum of 70°C
● The machine is being supplied with the appropriate glass washing detergent,
appropriately diluted (where applicable).

Crockery and cutlery

Most premises use a dish washing machine to wash crockery and cutlery and machine-
specific training should be provided to you on the job.
The basic cleaning procedure is:
● Remove visible food debris, for example, scrape the plates
● Rinse with warm water to remove loose dirt
● Wash with a detergent
● Rinse again to remove the detergent and debris
● Apply a sanitiser. Sanitisers are chemicals designed to kill bacteria
● Rinse to remove the sanitiser
● Allow to air dry.
Air drying is the preferred option as it eliminates using a cloth to dry surfaces, which
may inadvertently introduce bacteria to the surface that has just been cleaned and
sanitised.
The procedure for washing eating utensils and dishes by machine is as follows:
● Scrape and rinse items prior to stacking in trays. Use the right racks for the right
items
● Wash for a minimum of 60 seconds at a temperature between 66°C and 71°C
● Rinse for a minimum of 10 seconds at a temperature of at least 77°C.
In some circumstances there will be no dishwashing machine. This is common in small
businesses, and it is quite legal to use a double bowl sink providing certain
requirements are observed.

When using a double bowl sink to wash eating utensils and dishes:
● One bowl must contain water at 45°C and detergent, for washing

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 ● One bowl must contain clean water at a minimum of 77°C for sanitising
● Sanitising must involve soaking the items for a minimum of 3 minutes - it is not
acceptable to just run hot water over items to remove the suds
● A thermometer must be on hand to check water temperature.
Items must once again be left to air dry, which means draining and leaving to dry while
hot. Tea towels must not be used.
Operators must make sure that detergents and sanitisers are diluted according to
manufacturer's recommendations, and that all other manufacturer's advice is adhered
to..
If you are not sure how to use the dishwasher where you work, or not sure about what
detergent to use for what job, or how much to dilute it - ask!

Disposing of Disposables
Disposables are 'single use' items.
These are items intended for one use only, after which they cannot be re-used and must
be discarded.
Disposables may be used as part of eat-in dining but are more prevalent where take
away food sales occur.
Examples of disposable items include:
● Plastic cutiery
● Drinking straws
● Paper serviettes
● Containers for serving take away food such as aluminium foll and plastic
containers, take away coffee, milk shake and other drink containers and pizza
boxes. The lids to any take away containers are also included.

Dispose of recyclable items

Many properties have adopted policies that enable them to become environmentally
responsible.
The basis for these policies revolves around the need to:
● Reduce asking people to generate less waste
● Re-use encouraging the use of a product more than once before it is discarded
● Recycle - suggesting that products can be re-made Into something else.

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These policies can apply not only to food and beverage items but to all waste produced
by the venue.

In relation to actual food and beverages there is little that can be done in the way of
recycling. These are usually disposed in the 'normal' way used by the property to get rid
of its waste.

In some cases soft food scraps may be put through a waste disposal unit to reduce
space occupied.
However, it is the treatment of materials used to supply raw ingredients to the property
where the concept of recycling arises.
The activities of 'Re-use' and 'Reduce' fall outside the aim of this unit, but 'recycling'
involves the sorting and disposal of waste, and sometimes its cleaning prior to
separation and recycling.
Current waste management practices include the sorting of waste into the following
categories in order to facilitate recycling:
● Paper-cardboard, newspapers and cardboard containers
● Plastic soft drink, milk, juice and cordial botties and packaging, bags
● Glass-bottles (clear, green and amber), jars and clear sauce bottles
● Steel cans-food cans and aerosol cans.
● Aluminium-cans and foll
● Food waste - unusable waste scraps, trimmings and plate waste.
As a general rule, items for recycling should be cleaned (washed or rinsed) and
flattened ready for collection. Each category of recyclable waste should be stored in a
separate container for ease of pick-up, and to promote ease of processing.
Premises should always check with their local council to identify any local requirements
that might apply.

Disposing of cleaning chemicals

As environmental considerations have become increasingly important, so too has
concern over the disposal of chemicals gained in significance.
There will be a need to dispose of cleaning chemicals when:
● Chemicals have become dated
● Containers have lost their labels and you don't know what's inside rather than
guessing at what it is and risk using it inappropriately and unsafely

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 ● You decide to discontinue using a certain product.

This disposal of chemicals must be done safely and according to safe environmental
practices this means:

● Cleaning chemicals must not be poured down the sink or gully trap
● Cleaning chemicals must not be thrown out with normal rubbish.

5. Comply with workplace measures to prevent pests entering the premises

Contamination of food and beverage is a common concern for any food and beverage
outlet and is a very serious issue.
Not only can it lead to potential deadly illness for customers, it can also result in large
compensation claims, loss of business and reputation and unnecessary stress for all
concerned.
The good news is that hygiene risks can easily be eliminated and controlled by
establishing and following straightforward and easy hygienic practices.

Identify bacterial and other contamination food-based hygiene risks

Direct and indirect contamination

The results of food contamination can be very distressing for anyone who has
experienced it. Where and how can contamination occur?

Food becomes contaminated either.

● Directly by coming into direct contact with another bacteria contaminated food
item
● Indirectly the bacteria is transferred to the food via equipment such as knives or
processors, cutting boards, food handlers or cutting boards that have come into
direct contact with the contamination (insects, animals, birds, rodents, dust,
refuse and waste food).

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Identify hygiene risks presented by inappropriate storage of foods
Most food contamination occurs when food is exposed to potential contaminants located
outside the food packaging including temperature, dust, dirt, air and dirty surfaces.
Most organizations require any food delivery, whether arriving at the loading docks,
kitchens or outlets, to be stored in a timely manner. Not only does this reduce the risk of
theft but ensures food is kept and maintained in a clean area at the right temperature.

Identify hygiene risks presented by poor cleaning practices

Personal hygiene and cleaning

Common causes of contamination include:
● Staff who did not maintain appropriate levels of personal hygiene by wearing dirty
clothes, wearing Jewellery, having dirty and long finger nails, letting their hair get
dirty and not tying hair back
● Staff who did not wash their hands before touching food, after using the
bathroom, touching their bodies or smoking
● Staff who coughed or sneezed while preparing or serving food
● Staff who prepared or served food while sick with gastric or any contagious
disease, such as severe flu or hepatitis.

Cleaning of work area

Many staff perform cleaning duties as part of their position. However quite often the
cleaning methods used are not sufficient enough to clean food preparation, cooking and
display areas to a standard that eliminates food contamination.
Common causes of contamination due to poor cleaning of work area include:
● Cleaning with dirty cloths
● Cleaning with inappropriate cleaning agents
● Cleaning method not appropriate
● Not all surfaces are cleaned properly.

Identify hygiene risks presented by vermin and pests

Vermin and pests may include insects, animals, birds, rodents. In brief, vermin and
pests. cannot cause contamination if they do not come in contact with food.

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Therefore it is a requirement that food is kept in secure locations when not being sold
such as in fridges, freezers and dry storage areas, In these areas is it important to
ensure:
● Surfaces are clean
● Food is kept of the floor
● Doors are closed.
Quite often food is displayed in open areas within an outdoor food and beverage outlet.
In these cases food must be covered utilizing a variety of coverings including:
● Plastic or foil wrap and covered containers
● Fly covers
● Display cabinets.

6. Identify and report indicators of pest presence

All food establishments and facilities must be maintained and operated so as to prevent
the entrance and harborage of vermin.
All food outlets face three chief pest concerns:
● Insects-cockroaches, files
● Stored product pests - weevils
● Rodents-rats and mice.
Under no curcumstances is it acceptable that vermin are present in a food and
beverage establishment.
Vermin are strictly illegal in all areas of the establishment, which includes the kitchen,
food. or equipment storage rooms, restrooms, employee locker and break rooms,
customer service and seating areas, trash storage areas and exterior premises.

Dangers of vermin
They're illegal not because they are unsightly, but mainly because they are known
carriers. of numerous dangerous diseases causing microorganisms that can be
transmitted to your food and food contact surfaces, potentially causing a serious food
poisoning. They also contaminate the food with their hair, faecal droppings, urine, saliva,
body parts and general filth.
All types of food facilities, even the newest, nicest, most expensive, elegant restaurant
can become infested with vermin, It is fairly common because a restaurant especially, is
an ideal environment for cockroaches, rats, mice, files and other vermin and pests to
thrive in.

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Identifying vermin
Vermin in a food facility is a very serious problem and a public health danger, and
should be immediately reported to management.
Common signs that vermin are present include:
● Visual sighting of creatures
● Sighting of droppings
● Bite marks or holes in food and beverage items or packages.

Controlling vermin
This manual has identified many food and beverage handling practices which go a long
way to preventing vermin from becoming a major problem in a food and beverage
establishment.
There are a number of ways in which vermin can be controlled Including:
● Good sanitation practices
● Rodent and insect proofing
● Extermination and insecticide treatment.

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 Information Sheet 4.5-2

Handle payment and carry out cash control procedures

1. Receive and accurately check cash float

A cash float, also known as the float is the amount of money that an establishment has
deemed appropriate to commence the day's trading for a cash register/point-of-sale
(POS) terminal.
Found in the cash drawer of the cash register/POS terminal, a cash float is necessary
for giving out change when completing a financial transaction, because rarely will a
customer provide the exact amount of money to settle an account.
Overnight, most cash floats/cash drawers will be stored in a safe and at the beginning of
each shift or day's trading, the cash float/cash drawer will be removed by management,
security, or someone from the Accounts department and either placed into the cash
registers or distributed to the appropriate staff members in outlets.

Counting a cash float

When this happens, individual staff members may need to sign for their float to prove
they have taken possession of it.
When signing for a float, the staff member needs to be sure the amount said to be in the
float is accurate and consistent with the actual amount found in the cash drawer.
It is common practice therefore to count the float before signing for it or immediately
after signing for it to ensure its contents. It is too late at the end of the shift to claim the
float was short at the start of the day.
Some properties have two sheets for this process. They require the person handing
over the float to count and sign in relation to the float and then the person receiving the
float also has to count and sign for it.
Where a discrepancy in the amount in the float is detected, ask the person who
delivered the float to double-check it.
Once you have collected your float, it is important to place your float in a secure location.
This is normally in a cash drawer in a cash register.

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Prepare register
A cash register is a machine that is used to accurately record transactions-both charges
and methods of payments, issue accounts and receipts and to store cash and non-cash
payments.
Once the float has been securely stored in the cash register it is important to prepare
the register area. Tasks to be performed include ensuring there is an adequate supply
of:
● Cash register paper
● Pens
● Receipt paper
● Account folders
● Ink cartridge
● Plastic coin bags
● Sweets or other gifts normally presented with accounts to customers
● Rubbish bins
● Spare paper
● Calculator
● Currency exchange sheet, if foreign currency is permitted to be used for
settlement of transactions.
The final task to be performed to ensure the cash register is ready for use is to
undertake a reading to ensure that the previous service period transactions have been
closed off.

Prepare associated items

Besides the cash register there are other machines that must be checked before the
start of the shift. These include:
● ETFPOS machines
● Manual credit card machines
● In addition, it is important to have a clear understanding of Information that may
affect cashiering duties for the day including:
● Function sheets including event items, pricing, contact names and authorisation
information.
● Methods of payment for VIP or special groups or customers
● Prices for new menu items, specials of the day or promotions.

2. Open and close cash register using manufacturer specifications

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Whilst the process of opening and closing cash registers may seem like a simple
process, not needing further explanation, it is important that any money or documents
taken be properly. secured.
During a service period you will receive large amounts of money and credit card slips
through the processing of large amounts of transactions.
Theft of money and personal information from credit card slips is common throughout
the world, and this is no less true in food and beverage outlets.
In your role there may be many tasks that you will perform, with processing accounts
and handling money only one aspect of your day. However it is vital that security is
foremost in your mind.

Secure money and documentation during trade

The following are helpful tips to employ to increase the security of cash and non-cash
payments:
● Try not to share cash registers.
● Never leave a cash register open when unattended
● Keep cash registers out of the reach of customers
● Lock cash registers when not in use
● Keep the original note on display whilst a transaction is taking place. This
reduces any discrepancies that may arise as to what monetary value the
customer has given the staff member at the start of the transaction.
● Regularly store large notes under the cash till, out of display of customers
● Regularly arrange for cash registers to be cleared,

3. Use cash register according to standard enterprise procedures

Food and beverage attendants may be required to process payments for meals and
drinks purchased by customers.
At all times the house rules and standard procedures for processing these transactions
must be strictly adhered to. These will vary between properties so it is vital to determine
what applies where you work.
It is also important to remember to optimise customer service at this point so the guest
enjoys a positive experience when they are paying for what they have bought.

Establish, update and finalize customer accounts

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General procedures for processing accounts
Processing a customer account refers to:
● Creating an account for the customer or table
● Updating the account as items are ordered purchased
● Finalizing the account by accepting payment.
The following procedures must be adhered to:
● When using an electronic system to process an account. always make sure you
follow manufacturer's instructions. Obtain In-house training. before using the
system
● Review supporting dockets received to verify table/customer, make sure the
dockets are legible and can be understood, and ensure only the items ordered
are charged for
● Post charges (see below) promptly to ensure the account is ready when needed
and to make sure money for all items bought by the customer is recovered when
the account is paid
● Update the account balance or verify the updated account balance where this
occurs automatically, making sure all entries are accurate and all charges have
been correctly entered or processed
● Produce the final account or bill when requested by waiting staff or customer. It is
Important to continually update accounts during service so there is minimum
waiting time at this stage
● Present account to guest/staff according to workplace policy which may require
presentation of the account in a billfold, or on a plate.

Posting charges
Posting charges is the process of recording transactions on a customer account. It is al
term normally used where an electronic system is in use.
A posting can be one of two types:
● A debit posting'-this increases the customer's debt or liability to the property. It
occurs when the customer has used a facility or purchased a product or service
and the charges for that are added (or 'debited) to the customer's account
● A 'credit posting. This reduces the guest's debt or liability to the property. It
occurs when a customer pays their account, partially settles their account, is
given a refund or discount, or provides a deposit (such as a deposit for a booking
or function). The money paid by the guest reduces their total owing and is said to
have been 'credited' to their account.

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When posting to an account (debit or credit postings) ensure:
● Speed and accuracy
● Double-check the correct account (guest, room, table, function etc.) has been
updated.

Produce customer account and present for payment

Cash registers
● Once the charges have been processed it should be given to the customer in a
timely manner
● In take away outlets, the charges are processed in a cash register with payment
requested immediately before any food or beverage is provided
● Please ensure the customer can see the register display to see charges are
correctly added and the amount due displayed. In most organizations the issuing
of a receipt is a standard practice and enables customers to quickly see if an
account in accurate.

Account folders
In restaurants, it is standard practice for the account to be presented to the customer at
their table. In this instance accounts must be presented in an account folder and
presented with a pen.
When the account folder is presented to the customer move away from the table.
However it is advisable to remain in close proximity to answer any questions or to speed
up the payment process, as many customers like to leave quickly.

4. Issue receipts according to standard enterpri. procedures

This section will explore the account management activities once the account has been
given to the customer, mainly focusing on the collection and processing of payment for
food and beverages consumed.

Process cash payments

Account settlement options
Depending on the services and facilities provided by your organization customers
commonly settle their account by:

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 ● Paying cash
● Paying via credit card through using a manual or electronic system
● Using EFTPOS facilities - Electronic Funds Transfer at Point Of Sale
In selected situations customers may settle their accounts by:
● Charging to their room
● Charging a house account-used for functions or corporate events
● Presenting vouchers for nominated amounts and/or items/services
● Paying by check either a personal cheque or traveller's cheque.
Regardless of which option a customer uses to settle their account:
● Always thank them for their patronage
● Never show annoyance if their preferred method of settlement causes additional
work or effort.

Accepting cash payment

When the customer offers cash to settle an account the following will apply:
● Verify the amount tendered will cover the total of the account.
● Thank customer
● Place cash on register shelf. Do not put money into cash register drawer at this
point
● Register the sale (account total). This should automatically produce a receipt
● Calculate change and remove change and receipt from register
● Give change and receipt to customer. Count the change out to the customer.
● When customer has accepted their change without query, remove tendered cash
from register shelf and place into register drawer.

Using EFTPOS
Many outlets have EFTPOS (Electronic Funds Transfer at Point Of Sale) terminals to
accept payments (this is the same system that is used to electronically process credit
card payments).
The EFTPOS system offers a banking service of deducting money from a customer's
savings or cheque account and depositing it into the establishment's account.
When using this system to pay their account, the customer must present a relevant
bank card and then enter a 4 to 6-digit PIN (Personal Identification Number) into the
system for verification purposes.
Once the payment has been approved, the customer will be issued with a receipt.

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With this system, the customer may have the option of having 'Cash Out'. This means
the customer can withdraw additional funds from their account over and above the
amount required to settle the restaurant/bar account.
Before using an EFTPOS terminal, make sure you read the instructions for the
equipment and system: familiarize yourself with its operation, and get someone to show
you how to use it.

Process non-cash transactions

Paying via credit card
Credit card payments are processed using either a manual system or an imprint
machine.
The process to take manual credit card payments is as follows:
● Confirm your establishment accepts the card
● Check card's expiry date is still valid
● Check card against Warning Bulletins' issued by credit card companies to alert
establishments of stolen or cancelled cards
● Insert the credit card into the imprint machine
● Insert the appropriate credit card slip into the imprint machine -covering the card
● Take an imprint of the card
● Confirm detalls are legible on the credit card slip
● Complete credit card slip with relevant details/charges, date etc.
● If the account's total amount is over the establishment's 'floor limit', call the credit
card company to receive an authorization number, which must be written on the
slip
● Present completed credit card slip to the customer for their signature
● Compare signature on slip to that on card
● Present customer with their receipt (middle section of credit card slip)
● Place remaining copies of slip into the cash drawer.
The process to use the EFTPOS system to process credit card payments is as follows
(or some variation of it):
● The customer's card is swiped at the terminal
● The account balance is then entered into the keypad - refer to individual
operator/instructional manual for more detail on this step
● The system then processes the credit card payment
● Once payment has been 'approved, the guest either signs for the transaction or
enters their PIN (Personal Identification Number)

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 ● When signatures or PIN have been verified, the guest is issued with their receipt
and a copy of the slip/print-out is placed into the cash drawer of the register.

Process non common transactions

Paying by voucher
Some properties accept vouchers in full or part-payment for food and beverage items
and services purchased by the customer.
Vouchers are common in some food and beverage outlets. that may be attached to
hotels or other products and services where package deals that include meals and
drinks. have been negotiated.
The customer presents their vouchers to settle (or partially settle) their account.
When accepting payment by vouchers it is important you make sure the voucher is valid
and is being used in accordance with any conditions that may apply (for example,
dinner only', "food only', 'redeemable only in the dining room').
Note:
● Customers do not receive cash as change. If they do not use the full value of
their voucher the voucher is fully surrendered when tendered as payment
● Customers are required to pay for all items purchased above the value of their
voucher
● Customers are required to pay for all items not covered by the voucher.

Paying by personal cheque

Every property will have their own policy about accepting personal cheques.
Generally, most properties will not accept personal or business cheques as payment
unless prior arrangement has been made. This allows management to ensure the
person or business has sufficient funds to cover the cheque, and enables them to
decide if they will take the risk.
Accepting payment by cheque may expose the property to loss if the check is
dishonored by the bank.
Some establishments will accept payment by check from regular customers.
Management will usually know where these people live or where they work to enable
recovery of the debt if the cheque is dishonored.

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Paying by traveller's cheque
Properties accepting traveller's checks usually advertise the fact that they do so.
Properties are not legally obliged to accept payment via traveller's cheque.
if your property does accept traveller's cheques, it is critical the second signature is
placed on the cheque while you watch. Compare this to the first signature that already
exists on the cheque.
Any traveler's cheque presented to you with two signatures already on it must be
refused.

Foreign currency
Some properties are prepared to accept payment via foreign currency.
Agreement must occur regarding the conversion rate before this method of payment is
accepted.
Generally the customer is required to convert the cash into local currency and settle
their account as per cash settlement.

Process gratuities
Customers may leave a tip for service staff in appreciation of good service.
Tips are also known as 'gratuities'.
Most properties have internal rules dictating how tips are dealt with..
Two basic options exist:
● Individual staff keep all tips they receive there is no sharing of tips with other staff
● All tips are pooled into a central pool of money and then shared amongst all staff
according to a pre-determined percentage. In this option kitchen staff and
beverage attendants may share in tips given to food and beverage attendants.

Issue change and receipts

When dealing with money it is extremely important to manage the process in a
professional and ethical manner.
For some customers from foreign countries, they may not be familiar with the currency
itself, service charges, taxes and tipping guidelines which may be straightforward for a
local resident.

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As an ethical staff member it is important to:
● To charge the correct amount for a sale
● To return change automatically. It is at the discretion of the customer it a gratuity
is given.
● Provide a receipt and explanation of charges if required
● Remind customers to collect their change
● Accurately record all transactions and store money securely.

5. Carry out reconciliation of taking accurately and report errors to supervisor

Now that the operational aspect of the shift has been completed and the outlet looks
clean and the reports have been prepared, it is now the priority to close off the financial
transactions for the day and to safely and securely transport all payments and
corresponding paperwork to the appropriate location.
Reconciling takings is the process where staff are required to match actual physical
takings, both cash and non cash received, against the takings recorded in recording
machines, being computers or cash registers.

Ensure security of cash

Before you start to commence the reconciliation process it is important to secure the
takings. As you will be required to handle cash, normally in large amounts, during this
process, it is imperative It is conducted in a secure area.

During reconciliations
All cash register reconciliations must be done in a secure location to deter and guard
against theft or robbery.
It would be inappropriate, for security reasons, for reconciling to take place in front of
guests or in an open space that poses a security risk.
Most properties will have a set time and location as to when and where reconciling will
take place, and may even allocate a security staff member to accompany the cash
drawer to that location for counting.
All properties will have some set procedures for processing and balancing financial
transactions and it is vital for all staff members to be familiar with and adhere to these
specific organizational procedures. If you are unsure about any aspect of the procedure
then ask your supervisor.

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Other cash security practices
To further protect cash on the premises, a property may require:
● All cash moved within the property to be moved by two people
● Cash registers never to be left unattended
● All takings to be secured in a designated safe
● Removal of large amounts of cash from registers during trading times and the
movement of this cash to a safe.

Determine register/point-of-sale terminal readings

As previously mentioned, the reconciliation process is determined to compare actual
takings against takings recorded in equipment such as computers, through the use of
industry specific software and cash registers or cash drawers.
The first step is to determine what takings the electronic equipment has recorded.

Obtaining the register/terminal reading

Cash registers are the most common equipment used in food and beverage outlets and
therefore is the focus of this section. It is important to note that organisations may use a
variety of software programs which perform similar reconciliation functions.
The majority of properties use cash register/terminal systems that have the capacity to
provide an 'X' or a 'Z' reading.
An 'X' reading provides a reading/report on all the financial transactions processed
through the cash register/terminal during the shift or day.
A Z reading provides a final report on all the financial transactions that have been
processed through the register/terminal during the shift or day, and this reading also
clears the register's memory of those transactions, leaving the register ready for the
next day's/shift's transactions
A 'Z' reading zeroes the register. An 'X' reading does not zero the register/reading.
Keys are required to access the 'X' and 'Z' read facilities.
Sometimes these keys are left in the register all the time, and sometimes management
has sole control over these keys.
If the keys are left in the register, you should never use them to read the register unless
performing reconciliation. Your action in reading the register will be recorded on the
audit roll and management may misinterpret your interest in the takings as being
connected to fraudulent activity.

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'Z reading'
Some properties have a standard procedure of zeroing the cash register at the end of
every day or every session's trading.
This means the amount shown on the audit tape when the register is read represents
the actual sales for that period and that period only. This is called a 'Z reading.
Where registers are zeroed each day, the last reading imprinted on the audit roll should
be 0000.00 to prove the register has been zeroed at the end of trade, and the first
reading on the tape for the next day should also be 0000.00 to prove (for that session)
that the register had been re-set to zero before trade commenced.

'X reading'
In other situations, properties run a cumulative total on the cash register.
This means the total on the cash register is never zeroed.
The takings from every session accumulate and the total increases every session or
shift.
In order to calculate the takings for today's session, therefore, you need to know the
total from the previous session. Deducting the previous total from the current total gives
the amount that should be in the cash register (that is, the 'expected takings).
This is called an 'X' read.
Many properties use this 'cumulative total approach to register readings as it makes it
more difficult for staff to identify what the takings are, and this can help deter thieves.

Separate cash float from takings

The second step of the reconciliation process is to count the 'actual' takings for the
service period.
To do this, what we must first do is to count out and remove the cash float from the cash
drawer.

Cash float slips

Organizations may use a 'Cash Float Slip' to assist with counting and removing the float
from the takings.

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This slip allows the person reconciling the takings to count out the coins and notes for
the float and keep a tally as they count.
Sometimes there will not be enough of a particular coin, or note, to make up the float
exactly as required. In such cases, you may have to exchange money between the cash
drawer and the establishment's safe. Only authorised staff members will have access to
the safe.
Once the float has been established, you must then put the float back into the cash
drawer or into the safe. You may be required to sign the float out when it is returned to
the office or placed in the safe.
The remaining money can now be counted to establish the actual takings.

Determine cash and non-cash payments

The 'Cash Summary' sheet

A Cash Summary Sheet' is used to assist with recording the takings from an individual
register/terminal. As mentioned, this sheet may be combined with a 'Shift Summary'.
The Cash Summary sheet is used to record the cash takings and non-cash takings from
each register every time the register is balanced. It contains space for you to write In:
● The amount of cash by different denominations for coins and notes
● The type and amount of non-cash takings
● The register reading (where a 'Z reading is done) or readings and totals (where
an 'X' reading is done)
● Any discrepancy or variance between expected takings/cash and actual
takings/cash
● The date, number and location of the register/terminal to which the figures relate.

Determine cash payments

When the float has been removed, start counting the coins beginning with the lowest
denomination.
Coins are placed into appropriate coin bags and the total amount of bagged coin is
documented on the Cash Summary Sheet.
Next count the notes.

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Notes should be separated into different note denominations and positioned so they all
face the same way, and the same way up. Then, the different note types are bundled
into wads of ten notes.
Each wad/bundle of ten should then be folded in half and secured with a rubber band.
Continue this process, counting and bundling notes into bundles of ten, until all notes
have been counted. Any notes that could not be bundled into tens, should then be
bundled together.
Once all notes have been counted and placed into individual bundles, count the
individual bundles, plus any loose notes, to arrive at a total amount for each note type.
Again, the total amounts should then also be entered onto the Cash Summary Sheet.
Once all cash (notes and coins) has been counted, tally up all non-cash payments.

Determine non cash payments

All vouchers and coupons should be added up and the total amount entered against the
appropriate line on the Cash Summary Sheet.
All credit card payments should be added up and the total amount entered on the Cash
Summary Sheet, too.
All EFTPOS cash transactions are added up, receipt numbers noted, and the total
EFTPOS amount entered on the Cash Summary Sheet.

Balance actual revenue against expected revenue

Determining the final balance
Once all cash and non-cash payments have been calculated and the amounts entered
on the Cash Summary Sheet, you then compare these individual amounts against the
register reading..
A Z reading will provide a comprehensive listing of the different cash and non-cash
financial transactions processed, and an overall total amount for all transactions for that
shift or day.
It is your responsibility to determine whether or not the amount of money, cash and non-
cash, actually counted matches the expected takings total.
This reconcilation process is at the heart of balancing the takings,
To physically balance the takings, you should first add up the Cash Summary Sheet to
arrive at individual balances for all cash and non-cash transactions, and to arrive at an
overall 'Grand Total balance for the period from that register/terminal.

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These figures should then be compared with the appropriate figures as found on the
audit roll reading.
Where the figures match, the register has balanced. This means the cash register
takings balance' against the expected takings figure.

Identify discrepancies/variations
However, there will be times when the takings, cash and non-cash payments, do not
match the figures stated on the reading/audit roll.
When this occurs, there is a discrepancy or variance'. Actual takings are either over the
audit roll amount or the expected takings figure or 'under' it. This can also be known as
Covers and unders'.
On completion of the Cash Summary Sheet you will be required to sign it.

Investigate and, where possible, resolve differences

Your responsibilities may involve investigating the reason for any variances that are
identified, or you may simply be required to forward all the money and accompanying
paperwork to the supervisor or office for them to investigate and resolve.
To locate the cause of a discrepancy, the following steps may be of assistance.
● Recount the coins and notes to confirm their totals are correct
● Recount the non-cash transactions to confirm their totals are correct
● Recalculate figures on the Cash Summary Sheet to ensure the problem is not an
arithmetic one
● Check for any over-rings. An over-ring happens when a staff member
accidentally. rings up an amount on a cash register, and no payment is received.
Usually, most establishments require their staff to insert 'Over-ring slips' into the
cash register when these occur to explain why and when the over-ring happened,
and who did it. Over-rings must be taken into consideration when balancing the
takings.

Report variations as required by host organization policy

Sometimes, no matter how hard you try, the causes of discrepancies cannot be found.
When this happens, note the discrepancy, whether over or under, on the Cash
Summary Sheet and bring the matter to the supervisor's attention for further
investigation.

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Record takings
The Daily Takings sheet
A Daily Takings Sheet is the form used to record the takings where revenue is obtained
from more than one cash register in a service area.
Relevant detalls from individual Cash Summary sheets are transcribed onto this sheet
to provide an overview of total takings from the area.
When completing this sheet ensure:
● Day and date are recorded
● Special circumstances that may have impacted on sales are also added
● Separation of takings is accurate cash, credit cards, vouchers, complimentaries,
discounts, refunds, allowances etc
● Overs and unders are recorded
● All sources of revenue from every register are recordeYour name/signature is
added.

Forward cash and documentation for further processing

Now that the reconciliation is complete, the final step is to safely transport the cash and
documentation to the desired location. This is different for different outlets. At times you
may be required to arrange security to accompany you to the central location or you
may be required to handover to an appropriate person.
In many cases, you are to supervise that the cash and the documentation is stored
together in a secure package, which has been signed off by yourself to clearly state
when you have ceased control of the package. This package is normally locked to
protect its contents.

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 Self Check 5.1

Identification: Read each statement carefully. Identify the correct term being
described. Write your answer on the blank before each number.

__________1. A fork with a long handle used for seafood.

__________2. A long-handled spoon used for drinks like iced tea.
__________3. A deep dish used for serving tea.
__________4. A container used to keep food warm in buffets.
__________5. Used for holding water.
__________6. Large spoon similar to a dessert spoon.
__________7. Short fork with broad tines used for salad or dessert.
__________8. Used for thick soup like cream soup.
__________9. A tool used to hold snails while eating.
__________10. Decorative holder for multiple candles.

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 Answer Key 5.1

1. Seafood/Oyster fork
2. Iced tea spoon
3. Tea pot
4. Chaffing dish
5. Pitcher
6. Cereal spoon
7. Dessert/Salad
8. Cream soup spoon
9. Escargot tong
10. Candelabra

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 Task Sheet 5.1
Title: Thanking and Fare welling Customers Courteously

Performance Objective: Given a simulated restaurant or dining setup, you should

be able to thank and farewell customers courteously
following standard hospitality service procedures.
Supplies/Materials : Table setup (plates, utensils, glassware)
Napkins
Order slip (optional)
Equipment : Tray
Service area or mock dining setup

Steps/Procedure:

1. Observe when the guest is about to leave.

2. Approach the guest with a smile and proper posture.
3. Thank the guest sincerely (e.g., “Thank you for dining with us.”).
4. Use polite farewell expressions (e.g., “Have a nice day/night.”).
5. Invite the guest to return (e.g., “We hope to see you again.”).
6. Assist the guest if needed (e.g., hold the door, call a taxi).
7. Show extra care for special guests (elderly, children, PWDs).
8. Maintain eye contact and a friendly tone.
9. Ensure the guest leaves with a positive impression.

Assessment Method:

 Observation
 Demonstration of practical skills
 Oral questioning

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 Performance Criteria Checklist 5.1

CRITERIA
YES NO
Did you….
1. Recognized when the guest is about to leave.
2. Approached the guest politely.
3. Thanked the guest sincerely.
4. Used appropriate farewell expressions.
5. Maintained proper posture and grooming.
6. Showed friendliness (smile, eye contact).
7. Offered assistance when needed.
8. Demonstrated respect to all types of guests.
9. Followed establishment standards/policies
10. Ensured guest satisfaction before leaving.
11. Created a positive final impression.

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 Operation Sheet 5.1
Title: Proper Procedure in Thanking and Farewelling Customers.
Performance Objective: Given a simulated dining environment, you should be able to
properly thank and farewell customers courteously following standard hospitality
service procedures and establishment policies.
Supplies/Materials : Table setup (plates, utensils, napkins)
Customer order slip (optional)
Equipment : Tray
Mock dining area or restaurant setup

Steps/Procedure:
1. Observe guests and identify when they are ready to leave.
2. Approach guests with a pleasant smile and proper posture.
3. Thank the guests sincerely for dining (e.g., “Thank you for dining with us.”).
4. Use appropriate farewell expressions (e.g., “Have a great day/night.”).
5. Invite them to return (e.g., “We hope to see you again.”).
6. Offer assistance if needed (e.g., hold the door, call a taxi).
7. Provide extra attention to guests with special needs.
8. Maintain eye contact and a respectful tone.
9. Ensure the guest leaves satisfied and comfortable.

Assessment Method: Observation

Demonstration
Oral questioning

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 Performance Criteria Checklist 5.2

CRITERIA
YES NO
Did you….
1. Recognized guest departure timing.
2. Approached guest politely and confidently.
3. Thanked the guest sincerely.
4. Used appropriate farewell expressions.
5. Maintained proper grooming and posture.
6. Showed friendliness (smile, eye contact).
7. Offered assistance when necessary.
8. Demonstrated respect to all guests.
9. Followed establishment standards.
10. Ensured guest satisfaction before leaving.
11. Left a positive final impression.

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 Job Sheet 5.1
Title: Demonstrating Proper Customer Farewell in Food Service.
Performance Objective: Given a restaurant simulation, you should be able to perform
proper customer farewell procedures following standard service sequence and
hospitality etiquette.
Supplies/Materials : Table setup
Menu or order slip
Napkins
Equipment : Tray
Dining/service area

Steps/Procedure:

1. Complete the service and observe guest behavior.

2. Prepare to assist the guest as they finish dining.
3. Approach the guest politely with a smile.
4. Thank the guest sincerely.
5. Deliver a courteous farewell message.
6. Offer assistance (door, taxi, umbrella if needed).
7. Maintain professionalism until the guest exits.

Assessment Method: Demonstration of practical skills

Observation
Interview (oral questioning)

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 Performance Criteria Checklist 5.3
CRITERIA
YES NO
Did you….
1. Processed non-cash payments correctly (card,
voucher, etc.).
2. Approach the guest politely and confidently.
3. Maintain proper posture and grooming.
4. Smile and show a friendly attitude.
5. Thank the guest sincerely for their visit.
6. Use appropriate and polite farewell expressions.
7. Maintain eye contact while speaking to the guest.
8. Offer assistance when needed (e.g., door, taxi,
umbrella).
9. Show extra care to guests with special needs (elderly,
children, PWDs).
10. Follow establishment standards and procedures.
11. Ensure the guest leaves with a positive final
impression.

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