Course Outline

HPC 6 – FUNDAMENTALS IN FOOD SERVICE

Course Name
OPERATION
Course Credit 3 Units
Pre-requisite HPC 1
Course Hour / Week 3 Hours
 INTRODUCTION TO FOOD AND BEVERAGE
SERVICE MANAGEMENT
o Historical Background
Week 1 & 2 o Chronology of Hotel and Restaurant
o Definition
o Classification of F and B Services
o Types of F and B Services
 ORGANIZATION OF THE FOOD AND BEVERAGE
DEPARTMENT
o Responsibilities of the food and beverage
Week 3 & 4
department
o Qualities of Restaurant service personnel
o Management Competency
 FOOD HYGIENE, SAFETY AND SANITATION
o Personal Habits
Week 5 & 6
o HACCP
o Food Safety
 ESSENTIAL IN THE SERVICE AREA
o Furniture in F&B Services
o Chinaware
Week 7 & 8
o Silverware
o Glassware
o Linen
 MENU PLANNING
o Factors in writing menu
Week 9 & 10
o Aspects of menu planning
o Types of menu
 TABLE SETTING AND TABLE SERVICE
Week 11 & 12
o Types of Services
 MANAGING THE SERVICE
o Professionalism
Week 13 & 14
o Behaviour in Professional Manner
o Characteristics
 FOOD AND BEVERAGE STANDARD OF
Week 15 & 16
OPERATIONS
Week 17 & 18  RESTAURANT SERVICE& ROOM SERVICE

HPC 6 – Fundamentals in Food Service Operations Page 1

RULES AND REGULATIONS
1. Student must be on time to join the online class meeting at least 10-15 minutes
before the given scheduled time.
2. Student must wear the prescribed dress code in any of the following:
a. School uniform
b. Chef‘s jacket (Hospitality students)
c. P.E. t-shirt
d. White t-shirt or polo shirt
3. Student must have a copy of learning module during online class discussion.
4. Student must provide notebook and ballpen for note taking.
5. As the online class started, student must observe the following:
a. Must find a place that is noise free.
b. Must look for a strong signal to avoid intermittent internet connection.
c. Must be on your well-mannered position. Lying, slouching, or sleeping are
highly discouraged
d. Refrain from unnecessary exercises as the online class progresses.
e. Eating during online class is not allowed.
6. Student must mute speaker or microphone as the discussion started, may
activate it unless being told to do so by the course facilitator.
7. Uttering or speaking indecent words are not permitted. Respect everyone.
8. If you have questions/queries regarding with the discussion, just press the
hands-up ( ) emoticon to acknowledge your questions.

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 INTRODUCTION TO FOOD AND BEVERAGE SERVICE MANAGEMENT

Desired Learning Outcomes:

1. To be able to discuss the history of Food and Beverage Industry

2. To be able to identify and differentiate the existing food service operations.

Historical Background

Eating out has a long history. Tavern existed as early as 1700 B.C. The record of a
public dining place in Egypt in 512 B.C shows a limited menu; only one dish was served,
consisting of cereal, wild fowl and onion. The ancient Egyptians had a fair selection of foods
to choose from: peas, lentils, watermelons, artichokes, lettuce, endives, radishes, onions,
garlic, leek, fats, beef, honey, dates, and dairy products including milk, cheese and butter.

Ancient Romans were great eaters-out. Along the streets were a number of snack
bars selling bread, cheese, wine, nuts, dates, figs and hot foods. Bakeries were nearby,
where grain was milled in the courtyard: the mills turned by blind folded donkeys. Some
bakeries specialized in cakes.

After the fall of Rome, eating out usually took place in an inn or a tavern, but by 1200
AD, there were cooking houses in London, Paris and elsewhere in Europe, where cooked
food could be purchased but the places had no seating.

In 1650, an American named Pascal opened a cafe in Paris and a coffee shop in
London. By then, inn had progressed to taverns and drinking rooms, catering to all types of
customers. Not until the Industrial Revolution occurred in England, were there signs of
progress and new ideas in the business of inn-keeping.

During the era from 1750 to 1820, English inns gained the popularity of being the first
in the world. Their early development was centered in and around London, where
innkeepers increased services, maintained standards of cleanliness and, to some extent,
catered to the tourists.

The first restaurant is said to have been established in Paris called La Tour d’
Argent. Other restaurants and hotels were established in Europe and these were patronized
mainly by aristocracy. In 1974, the City Hotel was built in New York. In 1829, the Tremont
House in Boston was built as the first luxury hotel. After this, the hotel industry continued to
expand. In 1889, Caesar Ritz developed the idea of luxury hotel chains and started the Ritz.
This was followed by Savoy, Claridges and Carlton. Cafeterias were started in 1891 by the
YMCA in Kansas City.

At the beginning of the 20th century, the hotel industry was confronted with the
challenge of serving a new traveling population. Accommodation was required for traveling
salesmen and middle class travelers.

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 In the 1940‘s, the term ―hotel and catering industry‖ was coined to include the
economic activities of undertakings, which aim to satisfy the demands for food and drink
away from home. And the rest is a continuing progress of the history.

Chronology of Hotel and Restaurant

Ancient Period (500 B.C. – 500 A.D.)

1. Military mess hall of Spartan and Roman soldiers is where the private club started.
2. Food and drinks being offered in Greek inns located close to templates.
3. In the Middle East, there were Travelers‘ stops for caravans.
4. Restaurants with limited menu were part of the Roman inns.

Middle Ages (500 A.D. – 1300 A.D.)

1. Even monasteries gave free accommodation for travelers; giving donations are
encouraged.
2. Beer was served in Primitive inns in England.
3. Trade and travel became popular due to the first crusades which began in 1095.
4. Roasts were being offered in public cookhouse.

Renaissance, 14th and 15th Century (Italy), 15th and 16th Century (England)

1. In the 1400‘s London‘s Westminster Gate was selling food.

2. Northern Italy started opening Inns
3. Gastronomic revolution was initiated when Catherine de Medici of Italy married Henry II
of France in 1533, bringing chefs with her for their wedding feast.
4. The first English Club, Mermaid tavern, founded by Sir Walter Raleigh, was visited by
Shakespeare.
5. Fashionable fork was introduced by Henry III OF France that inspired others to have
different designs for other dining wares.

Early Modern, 17th and 18th Century (Europe)

1. 1645 – The first coffee house was set-up in Venice.

2. 1650 – England‘s first coffee house was set up.
3. 1658 – Travelling was improved because of stage coaches in England.
4. 1669 – Hotels made their appearance in France
5. 1760 – England used the word ―hotel‖
6. 1765 – Boulanger opened the first restaurant in Paris
7. 1792 – Many big houses belonging to the upper class were made available to the public
after the French revolution as their owners were beheaded.

Modern 19th and 20th Century (Europe)

1. 1800 to 1833 – Marie Antoine Careme who was known to be a French food
architect showed La Grand Cuisine.

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2. 1825 – Jean Anthelme Brillat-Savarin, a French Lawyer and a politician who
wrote La Physiologie Du Gout
3. 1841 – Thomas Cook, a known English businessman started his travel
agency.
4. 1880 – 1900 – Caesar Ritz, a Swiss hotelier who sets the standard for luxury
hotels managed the Claridges, the Carlton and the Savoy.
5. 1880 – 1935 - Georges Auguste Escoffier, French Chef, restaurateur, and culinary
writer, chef to kings and the king of chefs, worked with the Ritz and
wrote Le Guide Culinaire in 1907, considered as the bible of
cookery.

HPC 6 – Fundamentals in Food Service Operations Page 5

Name:
Section/Session
Course/Year Date: Score:

EXERCISES 1

1. Give at least two contributions per period. (10pts)

Periods Contributions

ANCIENT PERIOD

MIDDLE AGES

RENAISSANCE

EARLY MODERN

MODERN

2. How do you describe the growing hotel and restaurant industry today in terms of its
offerings to their clients, as well as its structures and amenities? (not less than 150
words)

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 DEFINITIONS

Food and Beverage Services can be broadly defined as the process of preparing,
presenting and serving of food and beverages to the customers.

F&B Services can be of the following two Classifications:

 On Premise: Food is delivered where it is prepared. The customer visits the premise to
avail the food service. The premises are kept well-equipped and well-finished to attract
customers to avail F&B service. For example, restaurants, pubs, etc.

 Off Premise or Outdoor Catering: This kind of service includes partial cooking,
preparation, and service at customer‘s premises. It is provided away from the F&B Services
provider‘s base on the occasion of major events which call for a large number of customers.

Types of Food Service Operations

Three (3) Main Divisions:

1. Commercial Food Service Industry – is a group of different food service

establishments and is usually located in commercial or public areas especially in
places where people are concentrated.

2. Institutional Food Service Industry – are made up of institutions or different

institutions owning or operating food service establishment/s within the institutional
boundaries in schools and hospitals.

3. Industrial Food Service Industry – is found in industrial areas or industrial parks

where in groups of different industrial manufacturing plants are concentrated. This
industry caters to workers of different categories within its industrial boundaries.

Characteristics of Restaurants

1. Restaurant – is a food service establishment that has the expertise in serving food
though some offer beverage but not on the beverage experts‘ level.
2. Bar Restaurant – is a food service establishment that is an expert in serving
beverages and secondarily food. It may serve alcoholic and non-alcoholic beverage
and may also serve cocktails of different mix.
3. Bar and Restaurant – is a food service establishment that has expertise in serving
both serving both beverage and food.
Other Types of Bars
1. Bar – An outlet that only serves beverages both alcoholic and non-alcoholic and
foods like ―picka-pickas‖. Examples are peanuts, nachos, and other finger foods.
2. Wine Bar – a type of beverage outlet that focuses in serving wines. Patrons of this
bar are known to be ‗wine aficionados‘.
3. Brew Pub – is a type of beverage outlet that serves beer alone. Brew pubs have
their own brewing machines. The people who visit the place are experts in tasting
and evaluating beers, also known as ‗brew masters‘.

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 4. Cigar Bar – is a type of outlet included in the list of the different types of bars but this
one is not focused in serving beverages but cigars of different kinds, up to the best
cigar brands.

Other Types of Food and Beverages Outlets

1. Coffee Shop – specializes in serving coffee. Foods being offered are usually light
meals. Pastries, cakes, sandwiches, petite four and desserts are the usual part of the
menu.
2. Food Hall/Food Court – this outlet has evolved from the traditional cafeterias
wherein customers fall in line, take and pay their food at the counter.
3. Bistro – sometimes spelled bistrot, is in its original Parisian incarnation, a small
restaurant serving moderately priced simple meals in a modest setting. Bistros are
defined mostly by the foods they serve.
4. Pub (short for public house) is a bar that serves simple food fare. Traditionally,
pubs were primarily drinking establishments with food in decidedly secondary
position, whereas the modern pub business relies on food as well.
5. Casual Dining Restaurant is a restaurant that serves moderately priced food in
casual atmosphere. Casual dining restaurants typically provided table serive and
they usually have a full bar with separate bar staff, a larger beer menu and a alimited
wine menu.
6. Cafeteria. It is a restaurant serving ready-cooked food arranged behind a food-
serving counter. There is little or no table service.
7. National or Ethnic Restaurant. An outlet that offers the actual dining experience
which represents the kind of food and service based on a certain culture like
Japanese, Chinese, Spanish, Italian, American, Mediterranean, Filipino and etc.
8. Fine Dining Restaurant. These are full-service restaurants with specific dedicated
meal courses. Décor of such restaurants features higher quality materials with an
eye towards the ―atmosphere‖ desired by the restaurateur. The wait staff is usually
highly trained and often wears more formal attire.
9. Buffet and Smorgasbord offers patrons a selection of food at a fixed price. Food is
served on trays around bars, from which customers with plates serve themselves.
The menus divided into categories such as salad, soup, appetizers, hot entrees, cold
entrees, dessert and fruit.
10. Quick Serve Restaurant is also known as fast food chain. Customers normally
proceed to the counter to place their orders and it is always a self-service type of a
restaurant.
11. Food Park –It is similar to Food Courts, though it is not located inside a mall or
shopping areas. It is not air-conditioned, it has common dining area, and there is
presence of different food stalls. It became popular to most budding food
entrepreneurs to start their business in this kind of platform.

HPC 6 – Fundamentals in Food Service Operations Page 8

Name:
Section/Session
Course/Year Date: Score:

EXERCISES 2

I. Think of and write the names of the different food establishments that you know according
to their kind. Indicate the location and the famous dish they offer.

1. Fine Dining Restaurant

a. ___________________________________________________________________
b. ___________________________________________________________________

2. Coffee Shop

a. ___________________________________________________________________
b. ___________________________________________________________________

3. Food Court

a. __________________________________________________________________
b. __________________________________________________________________

4. Quick-Serve Restaurant

a. ___________________________________________________________________
b. ___________________________________________________________________

II. Based on the previous discussion, which among the different types of food and beverage
outlets is more appealing to you as a guest/customer? Why what are the considerations you
made in choosing?

_________________________________________________________________________

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 ORGANIZATION OF THE FOOD AND BEVERAGE DEPARTMENT

Desired Learning Outcomes:

1. To be able to discuss the organization of the F&B Department

2. To be able to identify the responsibilities of F&B Department.
3. To be able to acquire the right attitude and skills in managing an F&B outlet

Food and beverage service among hotels, restaurants and food outlets are handled
by the Food and Beverage Service Department, under the command responsibility of the
Food and Beverage Manager.

Outlets with voluminous and complex operations usually have expanded division of
labor that consists of sub-units with specific functions to attend to. Each unit is supervised
by supervisors or section heads. Among the sub-units are:

1. Bars headed by the Bar supervisor or bar captain

2. Food Outlets supervised by Outlet supervisors
3. Room Service under the responsibility of the Room service supervisor or captain
4. Banquet Service under the supervision of the Banquet supervisor

Responsibilities of the Food and Beverage Department

1. Deliver food and beverage service to guests in all its outlets, guestrooms, function rooms
and outside catering in accordance with prescribed standards.
2. Promote and maintain goodwill towards patrons and guests through effective guest
relations, proper handling of guest complaints, inquiries and requests;
3. Motivate and ensure the attainment of sales forecast through the administration of
promotional strategies and suggestive selling techniques;
4. Guarantee the consistent implementation of the company‘s internal control program
which include budget control, cost control, quality assurance and other related areas;
5. Coordinate with the kitchen and other departments on matters pertaining to food
preparation and service.

Food and Beverage Service Manager

He reports to : the General Manager
Basic Function : Plans, organizes, directs and controls the delivery of
service in all outlets, guestrooms and banquets and sees to
it that policies and standards are complied with.
Duties and 1. Planning and Problem and Solving
Responsibilities 2. Organizing the Work
3. Directing, Monitoring and Coordinating
4. Controlling
5. Guest Relations

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Headwaiter/Outlet Supervisor/ Maître d’ Hotel
He reports to : Restaurant Manager/General Manager/ Owner
Basic Function : Oversees food and beverage operations in his assigned
outlet; ensures that service is carried out in accordance with
prescribed standard and policies.
Specific Duties 1. Monitors the necessary preparations before the start of
operations and sees to it that all needed supplies are
available and in good condition.
2. Maintains par stock requirements. Makes requisition as
needed
3. Coordinates with the kitchen staff regarding out of stock
items and new promotions, and disseminates said
information to all dining staff.
4. Conducts regular briefing and inspection among his staff
before the start of operations.
5. Monitors the performance of his staff and sees to it that
they follow standard procedures and abide by existing
house rules.
Supervises : Captains waiters, waiters, busboys and wine stewards
Skills 1. Thorough knowledge of food and beverages
2. Good memory
3. Fluency in more than one language
4. Guest relations

Captain Waiter
Basic Function : Oversees the set-up and delivery of service in his/her
assigned station.
Specific Duties 1. Conducts daily briefing and inspection of grooming
among his staff.
2. Supervises mis-en-place preparation
3. Oversees the set-up of the outlet and/or function
Rooms and ensures that client requirements are
properly installed and provided for.
4. Monitors the delivery of service as well as the cleaning of
tables and function rooms.
5. Closely coordinates with his/her superior regarding the
requirements and operational problems in his assigned
station.

Receptionist
Basic Function : Welcomes and greets customers at the entrance and
escorts them to their table.
Specific Duties 1. Receives guests, welcomes and greets them and escorts

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 them to their assigned or chosen tables.
2. Attends to inquiries and reservations over the phone and
disseminates to all concerned officers the details of
reservations.
3. Maintains and fills logbooks/reservation books with the
necessary information and keeps all reservation signs in
place.
4. Assists in the preparation of mis-en-place and in taking
food orders; does suggestive selling.
5. Attends to guest inquiries, request and complaints.

Station Waiter/Commes de Rang

He reports to : Maître d‘ hotel
Basic Function : Takes and serves food and beverage order according to
prescribed standards of service.
Specific Duties 1. Looks after the necessary preparations before the start
of operation.
2. Studies the menu and familiarizes himself with the
outlet‘s specialties as well as out-of-stock items and
undertakes suggestive selling.
3. Takes and serves food and beverage orders.
4. Assists busboy in placing and in picking-up orders from
the kitchen.
5. Assists in welcoming and in seating the guests.
Skills 1. Good knowledge of food and beverage
2. Efficient and speedy service

Busboy
He reports to :Chef de rang
Basic Function : Dining room helper and runner
Specific Duties 1. Assists waiters in mis-en-place preparation and table
set-up.
2. Serves bread and butter, coffee or tea
3. Places orders to the kitchen and pick up prepared
orders.
4. Clears table of soiled dishes, dirt and mess.
5. Fills and refills water goblets with water.
Skills 1. Ability to understand and follow orders
2. Good team player
3. Ability to work efficiently

Bartender
Basic Function : Prepares/mixes alcoholic and non-alcoholic beverages

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 according to prescribed standards.
Specific Duties 1. Prepares or mixes drink following standard recipes.
2. Sets-up bar.
3. Takes charge of storage of beverages and bar supplies.
4. Makes report on beverage sales and spoilage.
5. Takes inventory of beverage consumption as well as of
losses.

Bar boy
Basic Function : Acts as runner and helper in the bar
Specific Duties 1. Assists the bartender in mis-en-palce preparation and
bar set-up
2. Looks after the upkeep of the bar area
3. Assists in clearing soiled glasses, empty bottles, other
bar items;
4. May assist in serving drinks to guests.
5. May assist bartender in mixing and preparing drinks.

Sommelier/Wine Waiter/ Wine Butler

He is responsible for the service of all alcoholic drinks during the service of meals,
and is also a sales person. He is required to have a thorough knowledge of beverages and
wines as food accompaniments. Speed in service is required, as maximum sales have to be
effected during a meal period.

Room Service Order taker

Reports to : Room Service Captain
Job Description 1. Takes orders from guests in rooms
2. Process orders
3. In smaller establishments, he also makes the check
4. Filing, organizing, and understanding the work of the
department
5. Handles guests‘ complaints
Skills 1. Pleasant personality and voice
2. Good handwriting
3. Efficient with presence of mind
4. Good communication skills

Room Service Waiter

Reports to : Room Service Captain
Jobs Description 1. Similar to that of the restaurant waiter
2. Additional responsibility of guest handling in rooms
3. Responsible for guests‘ checks
Skills : Similar to the restaurant waiter

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Cashier
Reports to : Account Manager/ F&B Controls
Job Description 1. Make checks, collects them back and posts them to the
guest‘s account
2. Makes sales summary at the end of the day.
3. Coordinates with the outlet for quick posting of bills and
rectifies erroneous bills.
Skills 1. Computer literate with background knowledge of
accounts.
2. Ability to handle large volume of checks.

QUALITIES OF RESTAURANT SERVICE PERSONNEL

A. Standards of Cleanliness
One should practice standard good grooming and personal hygiene. Daily Bathing
and oral hygiene are imperative, since there will be direct contact with the food and the
guests/customers. However, wearing of strong perfume or fragrance is discouraged, so
as not to overpower the aroma of the food being served.
B. Flexible
All restaurants service personnel must be adaptable and accommodating. They
should delight a guest/customer through their service. It is important that they are skilled
and their attitude must be open for some changes if necessary. They must be willing to
learn new skills in order to adapt to some improvements.
C. Efficient
It is expected of restaurant service personnel to be well-organized, effective and
competent. One should be proficient enough to give pleasing and delightful service to
guests/customers
D. Committed
The success of the food and beverage outlet may depend on the dedication of its
people. They should be able to perform the required standard operating procedures of
the restaurant. They should be willing to follow the directives of their superiors.

MANAGEMENT COMPETENCY
Management is the attainment of organizational goals in an effective and efficient
manner through planning, organizing, controlling and implementing.
In managing a food and beverage outlet, one must plan its concept, target market,
competitive edge, vision, mission and objectives, the menu, pricing strategy and manpower
requirements. With these things, service in the restaurant will be assured to be delightful if
there will be proper training and development of its manpower. Choosing the right service
personnel is crucial. It may sound discriminating, but it is advisable to select people with:
1. Pleasing personality
2. Good command of English (and any acceptable) language
3. Good personal hygiene
4. Highly skilled and dedicated to serve people

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 5. Creative and full of energy
6. Keen mind and retentive memory
7. Willingness to work long hours
8. Capacity to perform other related tasks if needed

 Even when all members of the service team are already considered to be the right
persons for the restaurant, continuous training and monitoring are imperative
 Organize the service are. All the things needed for the service must be arranged
systematically in the service station.
 Control is very important in managing a food establishment. Aside from the sales,
proper control on costs may be a good attribute to increase income.
 Implement SOP‘s on good customer service. Speed in the delivery of service plus a
satisfying dining experience are good combinations for a delightful visit in a
restaurant.

HPC 6 – Fundamentals in Food Service Operations Page 15

Name:
Section/Session
Course/Year Date: Score:

CASE STUDY

Ms. Laurice Castillo is a newly hired management trainee in one of the most popular cafes
in the metro. The said establishment is a franchise chain in the United States. Before she
had her outlet assignments, she underwent classroom trainings in their main office. All the
Standard Operating Procedure (SOP‘s) are discussed and thoroughly explained with
examples by their trainers. The negative effects of improper service or substandard
procedures were also given much attention. After two weeks of theoretical training, she
reported to her assigned outlet. Her first day was mostly observation and she was just trying
to figure out the applications of her classrooms training to the real scenario. She noticed that
most of the employees are not following the SOP‘s in serving the customers. It is stated in
their employee‘s service manual that the customers must be given prompt service and
undivided attention once they start to talk to the order-taker. Ms. Castillo had witnessed the
order-taker that while doing her job, she was also talking to the cashier as if they were
having fun gossiping about another employee. The customer was asked to repeat his orders
twice because the said order-taker failed to acknowledge his orders. Other incidents she
spotted was a number of wrong food orders, delayed service, dirty floors, and snobbish
dining personnel.

What pieces of advice can you give to Ms. Castillo to correct the situation? Discuss
in full details. Justify your answers.

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 FOOD HYGIENE, SAFETY AND SANITATION

Desired Learning Outcomes:

1. To be able to discuss the importance of personal hygiene.

2. To be able to identify the risk at the of food preparation
3. To be able to explain the 7 principles of HACCP

The concern of hygiene and sanitation starts from the time of designing a premise for
food service. There are many inter-related aspects of preparation and service to be
considered in the design stages so as to protect the establishment from hazards. The
following table gives considerations in designing stage for hygiene and sanitation.

Environment Food Handling Personal Hygiene

Site selection Receiving Clean clothes
Flooring & walls Storage Grooming
Equipment Preparation Staff Health
Exhaust systems Cooking Habits
Lighting Holding
Water Supply Serving
Waste Disposal Clearing & cleaning of disposal waste

Proper Attire

 Employees should wear clean, washable clothing. Uniforms are recommended but, if not
feasible, clean aprons are essential.
 Effective hair restraints must be worn to cover head and facial hair. Commonly used
restraints include nets, bonnets, and caps. The purpose of hair restraints is to prevent
hair from falling into the food and to discourage the food handler from touching his or
her.
 Jewelry is discouraged because bacteria can lodge in settings and contaminate food.

Personal Hygiene Habits

The single most important practice in preventing the spread of food borne illness is
proper and frequent hand washing. Food service employees should wash their hands
especially with these following circumstances.

1. After defecating, contacting body fluids and discharges, or handling waste containing
fecal matter, body fluids or other bodily discharges.
2. Before beginning the work or before returning to work following a break.
3. After coughing, sneezing or using a handkerchief or disposable tissue.
4. After smoking, using tobacco, eating, or drinking.
5. After handling soiled equipment or utensils.

HPC 6 – Fundamentals in Food Service Operations Page 17

6. Immediately before food preparations, such as working with food, clean equipment,
utensils, and supplies.
7. When switching from working with raw to cooked food.

Food and Beverage Service Personnel Hygiene Checklist

 Keep your uniform clean and well pressed

 Wear comfortable shoes and keep them clean
 Never let any hair fall into food. Adopt a style that is easy to keep tidy and will keep
your hair off your face.
 Shower every day and wear deodorant to eliminate body odor.
 Jewelry and perfumes should only be worn in accordance with the establishment‘s
rules and state hygiene and food regulations.
 Wash your hands thoroughly every time you go out to the toilet.
 Any cuts and burns should be covered to avoid the risk of contaminating food.
 All food service attendants must have with accredited occupational food hygiene
program.

What is HACCP?

Hazard Analysis Critical Control Point (HACCP) system on food safety was
developed jointly by the Pillsbury Company, the United States Natick Laboratories and the
National Aeronautics and Space Administration in 1974. It is a new approach being adopted
by health ministries and municipalities to minimize food safety risks in food service
organizations. Establishment running the HACCP program ensures a standard of food
safety that is recognized as the definitive certification for safe food operations.

Food safety hazards are caused by safety biological, chemical or physical agents.
These agents can cause injury or illness, if not controlled.

Who is Responsible for HACCP?

All the members of management and the staff of food establishment are responsible.
The owners and corporate management must include food safety as part of their philosophy
supported by appropriate policies. They would drive the setting of food safety standards and
ensuring regulatory compliance within those standards. They would also set aside budgets
for training and certification.

7 HACCP PRINCIPLES
1. Conduct a hazard analysis  Ingredients
 Intrinsic factors procedures use in
manufacture
 Microbial content of the food
 Facility Design
 Equipment design
 Packaging

HPC 6 – Fundamentals in Food Service Operations Page 18

  Sanitation
 Staff hygiene, health and education
 Condition of storage
 Intended consumer
2. Determine the critical control points  Menu planning
 Purchasing
 Receiving
 Storing
 Issuing
 Preparation
 Cooking
 Holding
 Serving
 Cleaning and maintenance
3. Establish the critical limits for  41 to 140 is temperature danger zone
preventive measures  Time
 Quantity
 Water
 pH factor to acidity
 Salt concentration
 Chlorine
 viscosity
4. Establish procedures top monitor  track operation
CCPs.  identify lack of control or deviation
 provide written documentation
5. Establish corrective actions when limits  Documentation
are exceeded  Correction
 Re-training
 Information program
 Close supervision
6. Establish various verification  Inspection schedules
procedures that document HACCP  Review of HACCP plan
plan.  Review of CCPs
 Review deviation
 Random sampling
 Review of records
7. Establish record keeping and  HACCP plan
documentation procedures to verify  Description of each food products and
that HACCP plan is working. intended use
 Flow diagrams indicating CCPs
 Hazard of each CCP
 Critical limits

HPC 6 – Fundamentals in Food Service Operations Page 19

  Monitoring systems
 Corrective action
 Recordkeeping procedures
 Verification records

Food Safety
Providing a safe workplace for the workers could be achieved first through a well-
designed facility. Since accidents can happen anytime especially when they are least
expected. Managers and workers should cooperated and work on a safety program to
prevent injuries possible losses and expenses repairing or replacing damaged equipment.

Below are safety rules that should be strictly enforced by managers and observed by
all workers.

1. Wear safe and appropriate clothes for the type of work performed.
2. Wear comparable shoes with good soles. Avoid wearing high heeled shoes.
3. Keep floors clean and dry. Pick up any object dropped on the floor.
4. Avoid overloading service trays, it can be dangerous.
5. Dispose all broken glasses and china wares immediately. Never use a cracked or
chipped glass or china for serving.
6. Serve guests properly. Avoid hurrying.
7. Check for loose, broken, or splintered tables and chairs. Remove them from service
immediately to prevent possible injuries.
8. Be careful in walking in hallways, stairs, or work areas.
9. Keep passage ways and stairway clean and free from obstruction
10. Wash hands before and after.

HPC 6 – Fundamentals in Food Service Operations Page 20

 ESSENTIALS IN THE SERVICE AREA

Desired Learning Outcomes:

1. To be able to define the different wares, tools and equipment in the service area.
2. To be able to identify the different uses of wares, tools and equipment.

The equipment forms an inevitable part of food and beverage service. It plays an
important role to build the mood of the guests, to complement the outlet theme, and to
elevate guest experience. Right from the largest commodities used for food preparation and
interior decoration such as chandeliers or ovens to the smallest piece of cutlery, furniture, or
linen participate in creating overall ambience of the outlet.

Furniture in F&B Services

Furniture is an important part of any F&B Services outlet. It needs to be strong, easy to use
and clean. The furniture plays an important role in bringing the look and creating an
ambience of the outlet. The furniture, fixtures, and fittings are fixed commodities.

Indoor Furniture. It mainly consists of tables, chairs, push-down chairs, racks, and lockers.

Outdoor Furniture. It needs to be sturdy as well as attractive. It includes coffee tables and
chairs, bar chairs, dining sets, day beds, loungers, hammocks, and swings.

Fixtures and Fittings

A fixture is any item bolted to the floor or walls. For example, air conditioners, electric plugs.
Sinks and toilets, art pieces, and television screens mounted on wall are fixtures.

A fitting is any free standing item or an item that can be hung by a nail or hook. For
example, paintings, mirrors, curtain rails, and lamps are fittings.

Tableware in F&B Services

Tableware consists of crockery, cutlery, glassware and linen used while serving and eating
meals at a table. These are circulating equipment which can be grouped into the following
types:

Chinaware

This is a collection of fine dishes,

bowls, food platters, section dishes,
ramekins, cups and saucers, soup spoons,
vases, and ash trays made using a translucent ceramic material.

HPC 6 – Fundamentals in Food Service Operations Page 21

Hollowware

This consists of containers such as

serving bowls, pots, kettles, ice jugs, and water.
These containers are either made from glass or
metals such as copper, brass, or stainless steel.

Glassware this consists of articles made of fine glass. Glassware includes jugs, pitchers,
drink ware, ash trays, vases, and similar articles.

Silverware The objects in silverware are made of Electro Plated Nickel Silver (EPNS).
These are made from an alloy of brass, zinc, stainless steel or nickel with silver plating of 10
to 15 microns. Silverware includes spoons, forks, knives, hollowware, drink ware, tongs, ice
bucket, and a salve

Chaffing Dishes (Chafers)

These are food warming dishes. They keep the

food warm for an adequate time and temperature.
They come in two variants: electric or chafer fuel
candle. Chaffing dishes are available in multiple
sizes, shapes, and lids. Modern-day chafing dishes are made of light metal or ceramic with
handles, sometimes covered with a see-through lid. Here are some chaffing dishes:

Cutlery comprises of any hand-held implement for eating or serving food. It includes various
Spoons, forks, knives, and tongs. It is also called silverware or flatware. Cutlery is made of
Metals like stainless steel or silver.

In modern days, cutlery has come up in wonderful combinations — spife (spoon +

knife),spork (spoon + fork), and knork (knife + fork).

Types of Spoons, Forks, and Knives

There are different types of spoons for serving or eating different kinds of food. The forks
often accompany spoons or help independently to pick food bites. The knives are used to
portion the food.

 Dinner Spoon (Table Spoon): It has elongated round cup. It is used to eat main course
food items. It can pick up just the right amount of rice, stew, or curry. It is always paired
with a fork (with four tines) of the same length or a dessert knife.
 Dessert Spoon, Dessert Knife, and Dessert Fork: These are smaller than their main
course peers and are used to have desserts.
 Soup Spoon: It has a round cup bigger than that of the table spoon. It is as long as a
dinner spoon.
 Tea/Coffee Spoons: These are smaller than the dessert spoon in length and size ofcup.
We use these spoons to stir tea or coffee.

HPC 6 – Fundamentals in Food Service Operations Page 22

 Sugar Spoon: It has a flower shaped round cup. It is used to take sugar from sugar
bowl of tea set.
 Ice Cream Spoon: It is a small spoon with flat rim that can help to cut the right amount
of ice cream. It can come in small, medium, and large sizes according to the quantity of
the ice cream served and the size of the bowl.
 Cocktail (Soda) Spoon: It is a drink spoon with a long handle that helps the spoon to
reach the bottom of a tall glass.
 Butter knife: It has short rectangular blade that is sharp on the lower side to form an
edge. It is useful in cutting semi-firm pieces of butter and applies them on food item such
as breads.
 Salad Spoon: It is always used in pair with salad fork. It helps mixing and serving salad
efficiently.
 Serving Spoon: It is a spoon with large round cup designed to serve stews and rice.

HPC 6 – Fundamentals in Food Service Operations Page 23

  Deli (Fruit) Fork: It has two tines. It helps to pick thinly sliced food such as slicesof
fruits.
 Roast Fork: It is the largest fork. It has longer and stronger tines that help to hold
and pick large meat or vegetable pieces.
 Cake Knife: It is a flat, elongated triangle-shaped knife and is used to cut pieces of
cake and handle it smoothly.

Types of Glasses

The glasses and tumblers come in a wide variety of shapes and sizes. They are either
footed with stem or non-footed. They can also be high-ball or low-ball. Some of the widely
used shapes are:

 Cooler: It is used to serve welcome drinks or appetizers.

HPC 6 – Fundamentals in Food Service Operations Page 24

  Flute: It is a glass with a long cup and is mainly used to serve champagne.
 Goblet: It is a round glass with or without stem. The goblets with stem are used to
serve wines and brandy. A non-footed version is used to serve whisky.
 Margarita: It is a variant of goblet with a wide round dish-like cup. Margarita is used
as a cocktail, mock tail, or a sorbet glass.
 Mug: It is used to serve beers.
 Nonic Glass: It is a tall glass with a broad rim. It is used to serve beers.
 Pilsner: It is a high-ball glass used to serve cold coffee, iced tea, juices, and beer. A
pilsner can support beers or aerated drinks gracefully.
 Pint: It is a glass used to pour distilled alcohol into other glasses.
 Shot Glass: It is a small glass used to consume fermented or distilled alcohol
directly. It can also be used to pour distilled alcohol into other glasses for mixing with
water or sparkling water.
 Snifter: It is used to serve spirits.
 Thistle Glass: Its silhouette is shaped like a thistle flower. These glasses have
tapered broad rims with round cups attached to a stem and disk. It is used to serve
ales and aerated drinks.
 Tulip Glass: It is used to serve beer, cocktail, or mock tail.

 Disposable Linen

This includes items that can be used only once. These items are made of recycled paper
with high absorbing capacity. For example, table napkins, restroom tissues, wrappers,
and facial tissues. Facial tissues soaked in Cologne water are given to the guests. It is
considered a good welcome gesture. Disposable Table linen is usually offered to guests
in trains or aircrafts before meals.

 Non-Disposable Linen

The items in this category are made from flax. This includes table cover, dinner napkins,
tea napkins, and table runners. Non-disposable linen must be clean and pleasantly
scented. It must be starched if required.

Non-disposable linen must be placed on the table tidily. The staff can fold them and
arrange them in decorative shapes or just put them through decorative linen rings to
catch guests‘ eyes and start imparting warm experience to them at the table.

HPC 6 – Fundamentals in Food Service Operations Page 25

Pantry is the adjoining area or room to the kitchen from where the finished food or a drink is
ready to be served. This area serves as an ancillary capacity of the kitchen. The food is
given final touch-up for presentation, and then handed over to the serving staff. The pantry
is often equipped with a sink attached with normal water and hot water taps. The pantry
mainly keeps the following necessary items:

 Refrigerator
 Electric oven
 Toaster
 Coffee Brewing Machine
 Blender
 Electric food whisk
 Knives and chopping boards
 Hollowware like casserole, bowls, and dishes of various sizes
 Crockery
 Drink ware
 Cutlery

Sideboards in Pantry

Sideboards are mainly shelves with drawers. These can be used to store hollowware and
glassware. The following are the different varieties of sideboards:

 Buffet: It has high legs than the sideboard.

 Credenza: They are the storage cabinets without legs. They mostly have sliding
glass doors.
 Server: A server is smaller, shorter, and more formal than a buffet or sideboard.
 Sideboard: It has short legs.

 Trolley It is a serving cart used for serving as well as storing. It has wheels which
enable it to move easily around the kitchen. It is also used in elite food and beverage
outlets for serving the guests. It is available in various designs, sizes, and shapes.
You can choose on number of shelves and sections, and burners. When not in use, it
is preferably parked at the wall.

HPC 6 – Fundamentals in Food Service Operations Page 26

 MENU PLANNING

Desire Learning Outcomes:

1. To be able to define menu and menu planning.

2. To be able to identify the different factors in menu planning.
3. To be able to discuss the factors affect menu planning
4. To be able to enumerate the types of menu

Menu planning is a means of preparing the various dishes for each meal; this may
include the appetizers, soup, salad, main course, dessert, and beverages.

A menu may serve as a strong marketing tool for a restaurant. This may help the
guests/customers to know the available food and beverage offerings, as well as these
prices. Most of the menus in restaurants may contain pictures of the food they are selling.
This may encourage people to try the food being shown in the menu especially if the food
shots are really tempting and attractive. The descriptions of each food item may also help in
informing the guests/customers on what are the main ingredients of each dish and how it is
being cooked, e.g. boiled, deep-fried, baked, grilled and the likes. However, honesty and
accuracy should always be considered.

Factors in Writing a Menu

The terms in the menu should be expressed accurately, providing an appropriate and
detailed description about quality, size, preparation and composition of dishes. The Terms
used in the menu should provide the following information:

Cut : Clearly explain the type of dishes offered. E.g.:

Fillet, cutlet, shoulder, steak, etc.
Main Commodity : Highlight the main dishes prominently. E.g.: beef,
mutton, chicken, and cauliflower.
Form : Be specific in explaining the form in which dishes
are served. E.g.: roll, diced, sliced, boneless, etc.
Cooking Style : Mention the style in which dishes are cooked.
E.g.: roasted, grilled, boiled, etc.
Quality or grade : Be very particular about indicating the quality or
grade of dishes served. E.g.: prime, spring, young,
fresh, etc.
Origin : It is important to mention places, persons or
events from which dishes have originated. E.g.:
Elvis Presley‘s sandwich.
Key Ingredients : It is necessary to highlight the most important
ingredient in dishes. E.g.: with mushroom, in
tomato sauce, etc.
Presentation or : Be sure that a clear mention is made of the style
service style in which dishes are served. E.g.: on a skewer, on

HPC 6 – Fundamentals in Food Service Operations Page 27

 a sizzling plate, etc.

There are a number of considerations to bear in mind when compiling a menu. Some of
them are:

1. Type
a. Assess the type of meal.
b. Assess the type of kitchen and staff available in relation to equipment and skills.
c. Assess the type of food service area and its capacity in relation to china, silver
and glassware
d. Assess the skills of food service area, the staff and the number of courses to be
served.
2. Supplies
a. Make a note of seasonal supplies.
b. Ensure the local availability of supplies.
3. Balance
a. Strike a right balance between light and heavy dishes.
b. Vary the sequence of preparation of each course.
c. Change the seasoning, flavoring and presentation.
4. Food Value
a. Use commodities and methods of cooking, which will preserve the natural
nutritive properties of raw materials and be balanced
5. Color
a. Avoid either clashes of color or repetition of similar color.
6. Language
a. The menu should be written either all in French or all in English and should be
easily understood by a customer.

Aspects of Menu Planning

1. Gastronomic Aspect – A menu should be planned as a whole and as an entity in itself.

Utmost care should be taken to avoid a succession of independent and unrelated
courses. For this, there should be an overall balance with no repetition of color,
ingredients, texture, words, seasoning, shapes, consistency, cooking methods, etc.
2. Economic Aspect – The cost of menu should be in relation to the selling price. Food
costs should be maintained at a stipulated level to maximize profits.
3. Practical Aspect – The type of kitchen and service area, its staff, equipment and size
must be considered while planning menus. The meal, supplies available and customers
catered to are the other factors to be borne in mind.

Two (2) Main Types of Menu

1. A la Carte – means ―in the style of the card‖. These menus are a list of all dishes
catered by the establishment, hence the choice is wide. Items are priced individually,
from which guests select them to compose their menu.

HPC 6 – Fundamentals in Food Service Operations Page 28

2. Table d’ hote (tab-luh-dote) – This literally and originally means the ‗table of the host‘.
It is a meal divided into a set number of courses; usually three or four, with limited or no
choice within these. It typically includes well-liked dishes.
Some other types of menu are:
 California Menu – It is a menu, where all items are available throughout the day. For
example: eggs and bacon which are usually served for breakfast.
 Set Menu – These are special-function menus, which are produced for a special
occasion such as banquet or a party. They are fixed or set in content and price and
agreed between a caterer and a customer before the function.
 Card of the Day – It offers choices available only for a particular day. It allows a chef
to offer a list of specials or variations in addition to a pre-printed a la carte menu.
 Cyclic Menu – It is a group of menus, which is rotated on a set of cycle. Such a
menu is usually used in an institutional sector of an industry like hospitals, prisons,
on airlines and in employee food service operations.
 Children’s Menu – The main purpose of this type of a menu is to keep children
occupied by providing them some sort of activity. It can be in the form of a puzzle
and food should be served quickly.
 Club Menu – These menus usually consist of short-order items and a few specials.
Club members expect full service for lunch with wider selection for dinners.
 Ethnic Menu – It include items, which reflect a particular geographical area and may
be traditional in terms of design with translations in English for a wider audience.

The Ten Commandments of Menu Design

1. Speak Plainly
2. Say What is Important
3. Do not be afraid to be Descriptive
4. Describe Accompaniments
5. Say it Correctly
6. Spell it correctly
7. Punctuate Properly
8. Follow Rules of Good Typography
9. Visual Appeal
10. Maintenance

Types of Menu Merchandising

 Floor Standee. This type of menu merchandising may be placed in the waiting or
reception area. Restaurants inside the malls normally use this type in front of their
restaurants to let the people know what they offer.
 Posters. This may be displayed in the dining area, elevators, near entrances or any
strategic locations wherein people will have the chance to read and see them,
 Wall Displays. Usually well-lit wall displays are used by fast-food chain restaurants,
wine bars, lounges, and the likes to show enlarged pictures of food and beverage items.

HPC 6 – Fundamentals in Food Service Operations Page 29

 Tent Cards. This is an effective merchandising tool to promote new food items or
announce any promotions because it is positioned on the dining table, whereby
customers/guests may read when seated.
 Clip-ons. Generally, these are being used to promote restaurant‘s specials or new
promotional food and beverage item.

Factors to Consider While Planning a Menu

1. The Type of Menu is an important factor that determines menu planning. Menu planning
can be both meaningful and purposeful only when it is confirmed beforehand whether
the menu being planned is for table d‘hote or a la a carte.
2. The kind of Meal. The nature of a function also plays a crucial role in defining and
determining a menu.
3. Type of Customers would affect the type of food served. Menu planners have to
ascertain whether customers concerned are young, old, infirm, and athletic and so on.
4. The Capability of the Kitchen Staff. The Type of kitchen also play an important part in
menu compilation as this would depend on the equipment available.
5. Style of Presentation and Garnish of dishes depend on a waiter‘s ability to present and
serve the same.
6. Colored or Pattered China may affect the appearance of certain foods. Sizes of serving
dishes are important when garnishes are elaborate as they control the portion and,
consequently, the cost.
7. Stipulated Prices – Foods should be chosen to conform to it. Expensive items do not
feature on low-priced menus and vice versa. Food costs are generally maintained below
40% of the selling price.
8. Season. It is important when menus are compiled in advance as climatic conditions can
affect the suitability of certain dishes.
9. Supplies – Maximum use should be made of foods in season. But, frozen or processed
foods are also used extensively. Foods in store should be used before ordering fresh
supplies as far as possible.
10. Balance – A proper balance should be struck between various features of a menu. Basic
ingredients should not be repeated.

THE GENERAL SEQUENCE OF DISHES

APPETIZER

SOUP

SALAD

MAIN COURSE

DESSERT

TEA/COFFEE

HPC 6 – Fundamentals in Food Service Operations Page 30

Menu Groupings

1. Appetizers – hot or cold. The appetizer is meant to stimulate appetite. It is light small in
portion and served in mouth-sized nibbles.
2. Soup – It is hot, cold, crème, clear. These may substitute or be in addition appetizers.
3. Entrée – plan the meal and other entrees for the entire period or cycle because entrée
are generally the most expensive items on the menu. The selection should include at
least vegetarian option, fish, poultry, lamb, pork and beef.
4. Starch Items – rice, bread, pasta. These are essential accompaniment to meals. They
prove the filler of the meal. Steamed rice, bread rolls, noodles are some popular
examples.
5. Vegetables – These are served as accompaniment to main dishes or it could be
independent main dish for vegetarians.
6. Desserts – This is the sweet dish to round up the meal.
7. Beverages. A choice of beverages that includes coffee, tea and a variety of milk is
offered in most food services.

HPC 6 – Fundamentals in Food Service Operations Page 31

Name:
Section/Session
Course/Year Date: Score:

Answer the following Questions:

1. Among the different types of menu, which one do you prefer and why?

2. What was the type of menu of the restaurant you last visited? Describe how it was?

3. If you are to choose, what type of menu do you find most appealing for a formal type of
food service? Why?

EXERCISES 3

Create a menu for a formal dinner to be prepared for your boyfriend/girlfriend‘s

parents. Plan for a theme. Include appetizer, soup, main course, dessert and a drink.
Consider all the factors in writing a menu. Be particular on the type of paper to be used, as
well as the font size and style of the letters and the vivid descriptions of each menu.

HPC 6 – Fundamentals in Food Service Operations Page 32

 TABLE SETTING AND TABLE SERVICE

Desired Learning Outcomes:

1. To be able to differentiate the various style of services.

2. To be able to discuss the different types of table of service.
3. To be able to apply the specific guidelines in serving food.

People can eat at home, but why do they choose to eat in restaurant? It is to have a dining
experience. A dining experience is a collection of a several components which carry a lot of
investments and skills. These components are:

 The décor and atmosphere

 The people who serve
 The food and its presentation
 The art of service

TYPES OF SERVICES

Table Service

1. English Service
Description : Least common of all the table service methods. Food is
prepared in the kitchen then presented to the guests, but not
portioned. The host or the waiter will do the portioning and
serving and put some on the guest‘s plate.
Uses : Private functions
Advantages :Dishes look good; skills of service – waiter
Disadvantages : Require skilled staff; costs are increased; service is slow; and
lots of dishes are utilized.

2. Family Service
Description : Main courses are plated with vegetables placed in multi-
portioned dishes for customers to help themselves. Sauces are
offered.
Uses : Some functions, private parties, clubs and institutions.
Advantages : Staff requirements and skills are decreased; it is time-saving;
customers decide portions and accompaniments.
Disadvantages : Service is impersonal; spillage may occur.

3. Plated or American Service

HPC 6 – Fundamentals in Food Service Operations Page 33

Description : Service of pre-plated food from kitchen.
Uses : Less formal establishments, cafes, rest houses.
Advantages : Economy of Equipment, speed and simplicity; saves a labor;
increases turnover; labor may be unskilled; hence it reduces
cost.
Disadvantages : Kitchen time and labor are increased; appearance may be
affected due to overcrowding of plates.

4. French or Butler Service

Description : Most elaborate food presentation. Food is prepared in the
kitchen and placed on silver salvers and then placed on a small
cart called, gueridon. The small heater on the gueridon is used
to heat or flame the food then placed on the guest‘s plate.
Uses : High-class establishments, royal functions and balls
Advantages : Personalized and good presentation
Disadvantages : Skilled staff; increased costs; suitable for small gathering;
possibility of unequal portioning.

5. Russian
Description : Food items are placed on silver platters attractively and
present the platter to guests for approval, and serve the food
from the left side.
Uses : At functions and private parties, limited use.
Advantages Personalized and good presentation.
Disadvantages Highly-skilled staff is needed

6. Gueridon
Description : Food is served from side table or trolleys; may include carving,
cooking, flambé; preparation of salad/dressing, filleting.
Trolley Types Gueridon or flambé, hors d‘ oeuvres, salads, sweets or pastry,
desserts, cheese. Wine or liqueur, cold/heated buffet.
Uses : Specialty restaurant, high-class establishments and night clubs.
Advantages : Helps in merchandising; food is spectacular and classy.
Disadvantages : Labor is expensive and skilled; time-consuming, specialized
equipment, bigger space in the dining area. Portion control might
be difficult.

HPC 6 – Fundamentals in Food Service Operations Page 34

7. Bar Counter
Description : Service to customers at bar counter, seated on stools.
Uses : Bars/pubs
Advantages : Quick service and personalized
Disadvantages : More pressure on staff, needs to be effervescent.

8. Booth Service
Description : Service to customers seated on long benches in booths, where
food is served with either hand to guests seated but always
facing them. This is necessitated due to the fact that the tables
are against a wall and cannot be accessed from behind the
guests.
Uses : Fast food, casual dining cafes
Advantages Quick service, reasonably personalized
Disadvantages Very casual and inappropriate for fine ding.

Assisted Service. A combination of table and self-service.

1. Buffet
Description : Buffet where select food and beverages from display guests;
consumption is either at table, standing or in lounge area.
Uses : Hotels having regular buffets, private parties.
Advantages : Staff requirements are low.
Disadvantages : Possible queue (line of people), delays, and erratic food control.

2. Carvery
Description : Some parts are served, and some are to be self-served; also
used for breakfast service.
Uses : Hotels having regular buffets, private parties.
Advantages : Staff requirements are low.
Disadvantages : Possible queue (line of people), delays, and erratic food control.

HPC 6 – Fundamentals in Food Service Operations Page 35

Self Service. Service by the customers themselves

1. Cafeterias – Counter Service

Description : The guests queue past a service counter, select their menu
requirements and pay the cashier at the end of the counter.
Uses : Institutional catering, fast food establishments.
Advantages : Clean, quick, and economical on staff.
Disadvantages Speed depends on cashier and back-up staff; cost of equipment
is high.

2. Cafeterias – Free Flow

Description : Guests pick up from random service points and exit via till point.
Uses : Institutional catering, fast food establishments.
Advantages : Clean, quick, and economical on staff.
Disadvantages Speed depends on cashier and back-up staff; cost of equipment
is high.

Single-point Service. Service of the guest at a single point, consumed on premises or

taken away.

1. Takeaways
Description : The customer orders and is served at a single point.
Uses : Snack bar, fast food, kiosks
Advantages : Quick and labor saving.
Disadvantages Labor-saving equipment is required

2. Fast Food
Description : Quick cooking of popular items for eating on premises or to be
taken away
Uses : Fast food establishment, chain or franchise operator.
Advantages : Cheap prices
Disadvantages : Quality must be controlled; kitchen staff requirement is high,
labor-saving equipment is required; hygiene is a top priority as it
can be visible in the kitchen

HPC 6 – Fundamentals in Food Service Operations Page 36

3. Vending
Description : Provision of food/beverage through automatic retailing
Uses : Industrial canteens, travel terminals, offices
Advantages : 24-hour service; no staff requirement; quick service and
turnover; low operating cost.
Disadvantages Initial high investment; impersonal service; requires quality
control

Specialized Service. Service to customer in areas not designed for eating.

1. Tray or Trolley
Description : Method of service on tray or trolley
Uses : Hospitals, airlines, trains, room service
Advantages : Convenient and personalized
Disadvantages Equipment and labor requirements are very high.

2. Home Delivery
Description : Food delivered to place of work or home.
Uses : Meals on wheels, pizza home delivery
Advantages : Convenient
Disadvantages Labor and vehicle extensive; may be slow

3. Drive In
Description : Customers park their vehicles and are served there
Uses : Drive-in theaters, restaurants
Advantages : Convenient
Disadvantages : Labor extensive; may require special requirement

HPC 6 – Fundamentals in Food Service Operations Page 37

Name:
Section/Session
Course/Year Date: Score:

EXERCISES 4

Answer the following Questions.

1. Describe the kind of table service you had in a food and beverage establishment the
last time you dined-out. How was the experience?

2. If you are to own food and beverage establishment, what kind of food service method
would you prefer? Why?

CONTENT 5 3 2 1
CATEGORIES EXCELLENT SATISFACTORY GOOD FAIR
Applies unit material Applies unit material Applies unit material
QUALITY OF
with logical order of with logical order of with logical order of Does not apply unit
PRESENTED
ideas with no gaps ideas with minimal ideas with gaps of material principles.
CONTENT
of information. gaps of information. information.
Demonstrates critical Demonstrates critical Case study lacks
No critical thinking
thinking about the thinking about the some critical thinking
INTERPRETATION about the topic and
topic and the topic and the about the topic and
& APPLICATION the the student's
student's own student's own the the student's
own interpretations
interpretations of the interpretations of the own interpretations
of the case study.
case study. case study. of the case study.
Demonstrates critical
thinking about the
Professional, no Revision required.
GRAMMAR & topic and the
editing or revision Revision suggested. Does not follow the
MECHANICS student's own
required. format.
interpretations of the
case study.
Various themes and Various themes and 50% of the themes Themes and
INTEGRATION- concepts throughout concepts throughout and concepts concepts do not
SYNTHETIS the paper are the paper are throughout the paper support the paper.
integrated to form integrated to form are integrated to Concepts are poorly
even stronger. even stronger. form even stronger. presented.

HPC 6 – Fundamentals in Food Service Operations Page 38

 MANAGING THE SERVICE

Desired Learning Outcomes:

1. To be able to discuss the importance of professionalism in the food service.

2. To be able to identify the standard procedures in table service
3. To be able to determine on how to provide guest experience.

Professionalism

It is achieved through a combination of attitude, behavior, appearance, and

communication skills. Maintaining a high level of professionalism means that food and
beverage servers are consistently aware of how their individual performances impact the
overall image of the team and the establishments where they work.

Food and beverage professionals are expected to perform a variety of functions in a

constantly changing and challenging environment. Food and beverage servers can help to
create a positive and pleasant environment for guests and other employees by adopting a
positive attitude regardless of what situation arises. A positive approach leads to increased
guest and employee satisfaction.

There are number of methods that food and beverage servers can use to develop a
positive attitude. A few are listed as follows:

1. Identify personal strengths and weaknesses. Assess area in which you perform well,
and find out where you need to improve.
2. Increase your knowledge by attending seminars, reading industry publications,
listening to motivational tapes, or using other self-teaching activities.
3. Set personal goals.
4. Observe and model other professionals that display desired attitudes and behaviors.
5. Monitor your personal performance. One way to do this is to seek feedback from
your team members.

There are number of behaviors that a food and beverage server can use to convey
and maintain a positive attitude.

 Appear confident by maintaining good posture, standing erect, and facing others
squarely.
 Be open minded
 Be receptive to changes, whether they are menu changes, policy changes, or
schedule changes.
 Look for positive aspects in all situations.
 Take pride in your skills and abilities, and the skills and abilities of your co-workers.
 Constructively voice out concerns over some issues.

Behavior in Professional Manner

HPC 6 – Fundamentals in Food Service Operations Page 39

 1. Maintain a high level of personal hygiene.
2. Maintain your uniform or work clothing
3. Maintain a professional image and exhibit professional decorum.

Characteristics and Examples

1. Be Accountable. It takes responsibility for your actions and follow up as requested

or promised.
2. Be Accurate. It provides correct information.
3. Be Alert. Be aware of the situation around you at all times.
4. Be committed to safety. Adhere to operational standards when maintaining and
using equipment.
5. Be concerned about the over-all appearance of the property. It notify
management of tears in carpet or other problems.
6. Be Confident. Act with assurance
7. Be Conscientious. pay attention to details
8. Be Considerate. Take time to listen
9. Be Consistent. Always provide excellent service.
10. Be Cooperative. Be aware of demands on other areas, forward necessary
information to appropriate departments.
11. Be Courteous. You say ―please‖ and ―thank you‖, give full attention to guests,
respect the privacy of others by not asking personal questions.

HPC 6 – Fundamentals in Food Service Operations Page 40

 FOOD AND BEVERAGE SERVICES STANDARD OF OPERATIONS

Desired Learning Outcomes:

1. To be able to discuss the standard of operation in F& B Services.
2. To be able to identify the different standard of operation in F& B Services .

When the tasks in an organization are repetitive, it is required to generate a set of

Standard Operating Procedures (SOPs). These make the tasks in hand easier and effective,
and save a great deal of time and efforts. The Standard of Operation also help to avoid
common errors.

SOP for Laying Out a Guest Table

The procedure is as follows:
 Check the linen. Replace if required.
 Confirm the type of dining (Formal/Informal)
Table Layout for Formal Dining
For a formal table setup, place the tableware as follows:
 Service plate (dinner place) one inch inside from the table edge.
 Salad plate on the top of the dinner plate.
 Forks on the left according to their size with biggest fork being nearest to the dinner
plate.
 Dinner spoon and knife on the right side of the dinner plate.
 Dessert spoon and fork on the top side of the plate horizontally.
 Bread plate (quarter plate) on the top-left corner of the dinner plate and a bread knife
on top of it with its cutting edge pointing outwards.
 Water glass and wine glass on the top right corner of the dinner plate.
 Neatly folded linen napkin on the extreme left just after the salad fork.

Table Layout for Informal Dining

For an informal table setup place the table ware as follows:
 Dinner plate one inch inside from the table edge.
 Forks on the left side according to their size with the biggest fork being nearest to the
dinner plate.
 Dinner spoon and knife on the right side of the dinner plate.
 Water glass and wine glass on the top –right side of the dinner plate.
 Neatly folded linen napkin on the top of the dinner plate.

SOP for Handling Telephone Calls

The staff members who handle the telephone call must be thoroughly aware of the work
system. The procedure for handling call is as follows:
 Always attend the phone call instantly, preferably within three rings.
 Speak attentively with the caller. Avoid speaking with anyone else present around
when the call is going on.

HPC 6 – Fundamentals in Food Service Operations Page 41

  Always inform the customer if the call needs to be transferred or if the customer
needs to be put on hold.
 Always address men customer as ―Sir‖ and women customers as ―Madam‖
 Do not keep any doubts unresolved before finishing the conversation.
 Speak politely and clearly; not loudly.
 Avoid jargons and informal word such as ―Yup‖, ―huh-Huh‖. Or ―ok‖. Instead, use
words such as ―absolutely‖, ―certainly‖, and other similar words.
 Always end the call saying, ―Thank you for calling‖.

SOP for Taking Orders

The orders for table reservation or food delivery can be taken on phone. Direct service
orders are placed and taken at the guest table.

Taking Orders on Phone

The visual channel of communication is not available while taking orders on phone, So, the
staff needs to pay complete attention to what the caller says while taking order on the
phone.
 Answer the customer‘s call immediately by saying, ―Good (morning/afternoon/
evening), I am (own name); How can I help you?
 Listen attentively to the customer‘s requirement of food, beverage , or table
reservation.
 Note down order details on a notepad
 Tell the customer about estimated time of delivery if it is home delivery service. If it is
table reservation, confirm the timing, number of persons, and preferably the
occasion.
 Repeat the order to the customer and take confirmation.
 Ask for the address or confirm the address nd contact number if it is already in the
database.
 Terminate the conversation by greeting the customer.
 Inform the kitchen staff and delivery staff member in case of home delivery. Inform
the service staff to prepare a table for the given number of persons and the occasion
in case table reservation.

Taking Orders at the Table

This happens when the guests are already seated.
 Make sure the guests are seated comfortably.
 Show them welcome drink or chilled water.
 Greet the guests and ask them, ―What would you like to have, (Sir/Madam)?
 Note down the order carefully.
 Ask about which variant of the food or beverage they wish to have.
 Repeat the order to the guest with their respective quantities.
 Inform the guest about expected time of order arrival.
 Leave the guest table to transmit order to the kitchen.

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SOP for Conversing with a Guest
Conversation with the guests is the backbone of any service-providing business. The
Guidelines for conversing with the guests are:
 Keep upright posture and smile on the face while speaking to the guests.
 Let them know, as a service staff, you are eager to serve them.
 Be respectful to elderly guests, friendly with the same-age guests, and jovial with the
 Children.
 Keep the voice of speech audible while talking.
 Apologize if some food item or beverage has run out of the stock.
 While the guests are having their meals, make a round to observe if everything is
fine at the table.
SOP for Dealing with Unforeseen Circumstances
The service staff actually must remain prepared to handle any unforeseen circumstances
which include:
 Handling spillages while serving.
 Dealing with the highly drunk gusts.
 Dealing with the guests with zero or partial eyesight or any other physical difficulty
such as a fractured leg.
 Dealing with the guests who show difficulty in communicating.
 Dealing with active toddler guests.
Carrying and Loading the Trays
The service staff needs to be careful while carrying the trays in their hands and going
around the dining area. They need to follow decorum while carrying and loading the trays.
Carrying the Trays
 Carry one tray at a time.
 Carry it on the left hand slightly above the shoulder.
 Hold it little away from the neck and mouth for the hygienic reasons.
Loading the Trays
 Do not overload the tray to avoid spilling.
 Keep the tray load always evenly distributed.
 Adjust the position of drinks or food briefly every time something is removed from it
Serving Food and Beverage
 The following are some meticulous ways while serving food or beverage.
 Bring the food to the guest table unless it is buffet service.
 Always present the food from the guest‘s left side in case of formal dining.
 Prepare the food plates from the kitchen and place them on the guest table in case
of casual dining. The guests then serve themselves.
 Serve one food item at a time.
 Serve the eldest lady guest of the group first unless the lady herself is a host. After
all ladies are served, serve the men guests starting from the oldest.
 Always present a dish with its respective serving spoon.
 Lift the service platter up and take away after serving.

HPC 6 – Fundamentals in Food Service Operations Page 43

  Always present a drink in an appropriate glass with a straw. Plain straw is light so
keep
 It out of the glass while serving. Designer straws are placed into the glass while
serving.
 When same wine is offered in consecutive courses, serve it in the same wine glass.
 Else replace soiled glass with the fresh one.
 Always follow the right way of pouring aerated drinks or fuzzy drinks by tilting the
glass and the bottles so that the drink head and aroma remains held.
 Do not bend over served plates while serving other plates across the table. Move as
nearest as possible to the plate.
Clearing Tables
It is important to clear the table between two dining sessions by the following this procedure:
 Clear the table first time when the guests finish main course. Clear it for the second
time just before the guests leave the table.
 While clearing, remove used and unused pieces of flatware and chinaware except
table linen and center piece. Let the dessert flatware remain if it is first clearing.
 Let the wine glasses remain even after the main course. When same wine is offered
in consecutive courses, serve it in the same wine glass. Else replace soiled glass
with the fresh one.
 While clearing, pickup one plate and place on the tray at a time. If it is a formal
dining, slide a fresh plate in place of the removed plate so that the table cover of the
guest is never empty.
 Do not overload the tray with pile of used plates. Make extra rounds to the table if
needed.

Presenting and Settling Guest Bills

Before presenting the bill to the guest, make sure the guests don‘t want to order
anything more. There are many policies of setting guest bills in the F&B establishments.
Some prefer the guests pay cash at the cash collection counter. In such case, the
serving staff must accompany the guest to the payment counter to ensure only the right
amount is charged to the guest.

Food and Beverage Services

Some F&B Services businesses prefer to bring bills (checks) to the guests‘ tables
and get them settled. While presenting and settling the bill, follow the given steps:

 Ask politely, ―Should I bring you the bill, Sir?‖

 Once the guest confirms, ask for the mode of payment. It should be either credit
card, debit card, or cash.
 Go to the payment counter to prepare the bill.
 Cashier prepares the bill according to the table number told by the waiter.
 Present the bill in a small closed folder to the guest from left side.
 Stand beside the guest patiently till the guest examines the bill.

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  If the guest pays by cash, take it and deposit the amount at the payment counter. If
the guest wishes to pay by card, take the guest‘s signature on the bill, and take the
card and bill to the payment counter. If the establishment has facility of mobile
Payment service, take the device to the customer.
 The cashier returns the balance amount if paid by cash. If the payment is by card,
the cashier checks the expiry date on the card and accepts the payment.
 Bring back any change or card, and the copy of printed bill to the guest.
 If the guest insists to take the tip, mention thankfulness with smile.
 When the guest stands up to leave, pull the chair backwards to help him get out of
the chair gracefully.
 Thank the guest for the visit and invite to visit again.

HPC 6 – Fundamentals in Food Service Operations Page 45

 TABLE SERVICE FOR FINE DINING

Desired Learning Outcome:

1. To be able to discuss the table service procedures.
2. To be able to enumerate the procedures in American Service
3. To be able to discuss the Room Service Workflow

The Service Chain/ Table Service Procedures

 Briefing
 Mis-en-scene
 Mis-en-Place
 Restaurant table reservation
 Receiving/welcoming and seating the guest
 Taking order
 Food and Beverage service
 Clearing or Bussing
 Presenting bill/ Check

Briefing
It is an important two-way communication between management and staff that
ensures executing the process of service. Waiters must have (proper uniform and proper
grooming, KOT pads, waiter cloths, clean handkerchief, ball pen and corkscrew).
Familiarization of items in the menu, check items that are not available, mentioned on board
in the kitchen, so that they can inform the guest immediately during the ordering process if
an item is not available or not. Chefs should be asked for specials of the day.

Mis-en-scene
The preparation of the environment of the restaurant, activity/task to follow:
 Open all doors and windows to let in fresh air.
 Brush or vacuum carpet floors
 Check and clean all furniture for its service ability.
 Switch on all lights and ensure their service ability
 Sort the menu cards and remove those that are dirty or torn.
 Ensure that all the promotional materials is available and presentable
 Clean all displays counters and arrange display items.
 Remove ll wilted flowers and replace them with fresh ones got from the
housekeeping.
 Close all windows and doors and set air-conditioning to the ambient temperature.

Mis-en place
- Means ―putting in place‖
- Used for preparation of the workplace
 Requisition of fresh table linen

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  Requisition of fresh flowers
 Requisition on supplies
 Replenish/ polish glassware, cutlery, plates
 Lay tables in the station as per standards
 Stock the sideboard
 Setting the cover/place setting

Restaurant Table Reservation

 Anticipates business a given shift, helps distribute in the various stations
Receiver : ―Good morning, _______ Restaurant, I‘m _______ How
May I help you?‖
Guest : ―I would like to make table reservation please.‖
Receiver : ―Certainly Sir/Ma‘am, whom am I speaking to?‖
Guest : ―Mr. / Ms. / Mrs. ________.‖
Receiver : ―Mr. / Ms. / Mrs. ________ should I make this table reservation, Sir /
Ma‘am?‖
Guest : ―Yes‖
Receiver : ―When do you want the reservation, Sir Ma‘am?‖
Guest : ―For Tonight‖
Receiver : ―For how many people, Mr. / Ms. / Mrs. _______?‖
Guest : ―Four‖
Receiver : ―What time Mr. / Ms. /Mrs. ________?
Guest : ―Eight p.m.‖
Receiver : ―Would you like a smoking or non-smoking area?‖
Guest : ―Non-smoking, of course!‖
Receiver : ―May I repeat your table booking?‖
Guest : ―Okay!‖
Receiver : ―Sir/ Ma‘am you want a table reservation at eight p.m. for four in the
non-smoking area under your name Mr. / Ms. / Mrs.
Guest : ―Yes!‖
Receiver : ―Mr. / Ms. Mrs. _______, Thank you for calling restaurant Greys. We
Look forward in welcoming you.‖
Guest : ―Thanks‖

Receiving/ Welcoming and Seating the Guest

 Creates first impression
Food Attendant: ―Good Evening, Welcome to ______ Restaurant.
Guest : ―I have made reservation in the name Mr. / Ms. / Mrs.
Food Attendant: ―Yes sir/ ma‘am, your table is ready Mr. /Ms. / Mrs. _________.‖

Lead the guest to allocated table by saying ―Please follow me Mr. / Ms. / Mrs ______‖
Proceed to seat the guests, ladies first, children and men.

There may be some changes the circumstances at the time of arrival of guest.

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  A guest may not have a reservation. In which case you may : ―Sir, let me check if
there is a table reservation.‖ If a table is available then the hostess will follow the
procedure to seat the guests.
If there is no available you may say:
―Sir/ Ma‘am, I am afraid the next free table will take time. Would you like to wait in the
waiting area and I shall call you as soon as it is free‖.
 A guest has made reservation but the table is not ready. Normally the table must be
ready at the allotted time reserved by the guest, but guest tend to come earlier or
later than the promised time. The hostess will then offer them to wait.
 A guest does not approve of the table allotted for various reasons as discussed in
―Table Reservation‖. The hostess can say, ―Please be seated at the present and I
shall move you to another table as soon as it is available‖. The hostess may keep tab
from then on to identify a free table as soon as possible.

PRESENTING THE MENU

- As soon as the guest are seated.
TAKING AN ORDER
- Is a skillful art that reflects the efficiency of both the waiter and the establishment.
- An order taken down in notepad or with KOT pad (kitchen Order Ticket), which has
copies depending on the establishments control system clearly and precisely would
ensure that each guest get exactly what he or she has ordered and in the right
sequence. Each of the copies goes to the bar or kitchen, cashier, and retained one to
the KOT pad itself for the waiters copy.
- This can prove the salesmanship of the server through suggestions on menu items
that yield a profit margin. (Suggestive Selling)
- When taking down the order allow the guests some time to decide
- Explain dishes with fancy names especially those in ethnic restaurants.
- A server must be knowledgeable with the preparation, ingredients and the final
presentation of dishes listed in the menu card.
- Courses must have some logical sequence of a classical menu depending upon the
number of courses the establishment offers.
 Appetizers
 Soup
 Salad accompany with juice
 Main Dish accompany with wine
 Dessert
SERVICE OF FOOD
- Is the moment that distinguish bad or good experience, server/waiters should be able
to know the type of service.
 Water and other beverages is served from the right side of the guest.
 Pre-plated food is served from the left, except for soup served at the right (serve
counter clockwise)
 Food from serving dishes into the guest plate is served from the left (serve
clockwise)

HPC 6 – Fundamentals in Food Service Operations Page 48

  The right cutlery must be replaced for each course
 Soiled plates are removed from the right of the guest.
PRESENTING THE CHECK/ BILL
- It is a control or check on the food that is sold.
- Provides accurate account of the type and number of items sold; the price of each
item; and the total value of food and beverage served.
- It is also the basis for charging tax for food and beverage consumption, percentage
vary from state to state
- When a guest is ready to leave and asks for check, the server informs the cashier
who then totals the check.
- It is presented in a check/bill folder at the right
PAYMENT
CASH PAYMENT
 It should be counted and told the amount receive from the guest then proceeds to
the cashier to process the receipt.
CREDIT PAYMENT
 Popular ways of payment nowadays, this saves the guest from carrying large amount
of money.
This is verified for the purpose of:
 Whether the card is accepted by the establishment.
 Whether the card has been black-listed, by consulting a recent list of blacklisted
cards.
 Whether the date on the card has expired
 Whether the signature in the check and card tally
Once the cashier satisfied with the above verifications she/he fills up the appropriate
vouchers which are given to the guest for his signature. A copy of voucher is to guest along
with card.

RESTAURANT SERVICE SEQUENCE WITH PHRASEOLOGIES

1. WELCOME AND GREET GUEST AT THE ENTRANCE

 FOR WALK-IN GUEST

Magandang Gensan! ―Welcome to Goldenstate Restaurant! I am Razel, your food
attendant for today. May I suggest a table for you? Where would you like to be seated
ma‘am/sir? At the center, near at the cashier or near at the window? How many are we
expecting to come with you ma‘am? This way please. Approaching the guest table, ask the
guest if the table is okay for him/her.

 FOR GUEST WITH RESERVATION

Good morning sir Sanico, we have prepared a nice table for you, this way please.

HPC 6 – Fundamentals in Food Service Operations Page 49

2. UNFOLD THE TABLE NAPKIN AT THE RIGHT SIDE OF THE GUEST.

―May I unfold the table napkin in your lap?‖ Unfold the napkin without touching the
lap.

3. SERVE REFRESHING WATER AT THE RIGHT SIDE OF THE GUEST IN ¾ FULL.

―May I serve your refreshing water sir?‖

4. PRESENT THE MENU TO GUEST AT THE RIGHT SIDE

―Here‘s our menu for your food selection.‖

Excuse yourself and get order pad with order slip and ballpen.‖

5. TAKING FOOD ORDER WITH SUGGESTIVE SELLING

―If you are ready Ma‘am, may I take your order now? For our appetizer Ma‘am we
have, shrimp cocktail in chilli dip, we have our crispy calamari served with tartar dip, our
specialty of the house the vegetable canapés in vinaigrette dressing. For our soup Ma‘am,
we have cream of mushroom and corn soup served with croutons and our specialty of the
house we beef consommé. For our salad Ma‘am, we have Caesar salad served with mayo
dip, Notre dame salad, and sweet and sour salad for our specialty of the house. For our
main dishes Ma‘am/sir we have sweet and sour pork steak served with buttered asparagus
and mashed potato, we have also breaded fish in white sauce served with fries and corn on
cab, and our specialty soy chicken served with fried rice. Would you like to have a glass of
red wine Ma‘am, our Carlo Rossi wine that will complement your main dish, or our Carlo
Rossi white wine for your main dish (if white meat). Our desserts available are, Healthy iced
cream and flavoured with cabbage for person on diet, we also have fresh fruits and
chocolate flavoured with grated carrots. How about a cup of coffee Ma‘am to complement
your dessert? I‘d like to repeat your order Ma‘am…… Did I get it right Ma‘am? May I have
the menu? Thank you Ma‘am, just wait your first course.
(OTHERS HAVE SEPARATE MENU FOR BEVERAGE)

6. PLACING THE ORDER TO KITCHEN, CASHIER AND ONE COPY FOR THE
WAITER.

―Chef, Order for table number 2. Mention the guest orders‖

―Madam here‘s the order of table number 2.

7. ADJUSTING OF CUTLERIES.
FOR AMERICAN- Place all the necessary appointments
FOR RUSSIAN- Remove all the unnecessary appointments.
―Excuse me ma‘am may I adjust the unnecessary appointments? ―

HPC 6 – Fundamentals in Food Service Operations Page 50

8. SERVING OF BREAD. USE THE SPOON AND FORK TECHNIQUE
―May I serve your freshly baked bread madam, 1 inch distance from the bread plate
when dishing /serving bread?‖

9. SERVE JUICE WITH COASTER (if there’s any)

―May I serve your refreshing orange juice?‖

10. SERVING OF ORDERS IN [Link] RUSSIAN LEFT SIDE FOR SERVING

AND RIGHT SIDE BUSSING. FOR AMERICAN RIGHT SIDE SERVING AND
BUSSING.
―APPETIZER, SOUP, SALAD, MAIN DISH DESSERT AND COFFEE‖

NOTE: SHOWPLATE MUST BE REMOVED BEFORE SERVING MAINCOURSE,

REMOVE THE BREAD PLATE BEFORE SERVING MAINCOURSE, REMOVE THE SALT
AND PEPPER BEFORE SERVING DESSERT.

11. WINE PRESENTATION AND SERVING DURING MAIN COURSE.

“Red wine use wine basket and white wine use wine bucket.”
When placing the wine to guest table face the wine logo to guest.
―Here‘s your Carlo Rossi Red wine Sir/ Ma‘am, From Europe, 1975, with an alcohol
content of 19 % by volume.
May I have the privilege to open your wine ma‘am? Here‘s the cork of your wine
ma‘am for your aroma evaluation. Wipe the mouth of the wine before serving for tasting.
May I serve an ounce of your wine ma‘am for you taste evaluation? How‘s the taste of the
wine ma‘am? May I now serve your wine ma‘am? Pour the wine glass in mid-level or half of
the glass.

12. CRUMBING METHOD.

13. SERVING OF DESSERT.

14. SERVING OF COFFEE ( with creamer and sugar container ) OR TEA

15. CLOSING THE BILL.

May I close the bill of table number 2.‖

Handling mode of payment

 For cash basis, receive and mention the cash received.
―I received the cash of 1000 pesos.‖
 For check, validate the check with the account number by confirming it to the
bank
―Good morning this is from golden state restaurant, may I validate the check of Miss
Jane with the account number of 12345556.‖

HPC 6 – Fundamentals in Food Service Operations Page 51

  For credit card, swipe the card and let the guest sign the two receipts, one copy
for the guest and one copy for the restaurant.

16. ASKING GUEST’S COMMENTS AND SUGGESTIONS.

―May I ask any comment or any suggestion from you ma‘am about our food and
service?‖
Take note of the complaints and suggestions.

17. BIDDING GOODBYE TO GUEST.

“Thank you for dining with us Ma‘am, we are looking forward to see you again! Have
a nice day!

Note:
 Russian Service. Foods are arranged in a platter good for persons on the table,
waiter will dishes out the foods at the RIGHT side of the guest.

Name:
Section/Session
Course/Year Date: Score:

Instructions: Create a video presentation that execute the restaurant service procedure

RUBRIC IN RESTAURANT SERVICE PRACTICAL ACTIVITY

Criteria Excellent (5) Good (3) Fair (1) SCORE

Welcoming the
guest.
Presentation of
Menu
Sequence of
service
Attitudes
towards work
Entertaining
the guest
TOTAL

Remarks:
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
_________________________________________________________________________________

HPC 6 – Fundamentals in Food Service Operations Page 52

 ROOM SERVICE WORKFLOW

Mis-en-place
- Preparation before the service
 Requisition of linen from the housekeeping
 Count of service ware including glassware, crockery, cutlery and dishes from the
kitchen stewarding
 Requisition of supplies
 Tray and trolley set-ups which include the cutlery, crockery, and other
accompaniments.
 Sanitation by the kitchen stewarding brigade to keep the room service area clean
 Polishing of silverware, glassware and cutlery
 Requisition of mini-bar items for the beverage store or dispensing bar
 Proper stacking of items for smooth flow of operations
 Follow-up with kitchen personnel that water boilers are operational and ready for
the supply of hot water for tea and coffee service.
 Napkin folding for service

GUEST ORDER FLOW

WAITER DEPOSITS KOT

WITH KITCHEN WAITER ASSEMBLES THE
GUEST ORDERS ON PHONE
ANNOUNCER TRAY OR TROLLEY

ORDER TAKER NOTES WAITER PICKS UP FOOD

WAITER GOES TO CASHIER
DOWN KITCHEN SERVICE
AND RAISES A CHECK
THE ORDER ON KOT COUNTER

WAITER PROCEEDS TO
HANDS OVER KOT TO CAPTAIN ALLOTS KOT TO GUEST ROOM FOR SERVICE
CAPTAIN WAITER AND SEVES FOOD ORDER
TO GUEST

 The guest can only place a room service order on the phone. The phone number is
in the service directory or under key numbers listed on the telephone instrument.
 The order-taker will answer the phone within two rings, wish the time of day,
announce the department and offer help.
 The order-taker will take the KOT and try to up-sell the order by the power of
suggestive selling.
 She hands over the KOT to the captain who ensures the equitable distribution of
workload to the team of waiters.

HPC 6 – Fundamentals in Food Service Operations Page 53

  The waiter immediately approaches the announcer in the kitchen, hands over the
KOT to him and returns to the room service area to assemble the tray or trolley. It
must be place. The waiter will only have to add those items special to the order.
 The waiter picks the food from the kitchen and places it on the tray or trolley. He
rings for the elevator and proceeds to the guest room.
 At the guest room, the waiter will knock the room door announcing ―Room Service!‖
He shall repeat the drill if there is no response. When the guest opens the door he
will wish the time of day and place the tray on the coffee table. In case of trolley he
shall wheel the trolley beside the window, open its flaps, take out hot food from the
hot case and place it on the trolley. He shall adjust the coffee chair or study chair in
the room beside the trolley. He shall do the final adjustments to the cover. He shall
ask the guest if he wishes to be served. Normally the guest will refuse this. The
waiter must get the bill signed in acknowledgement that the service has been paid
for. Many establishments levy a service charge and many do not. Waiters must not
solicit tips but accept it graciously when offered. The waiter may then ask, ―When
shall I come for clearance?‖ the guest may offer to call room service for clearance or
give a time which must be honored. The waiter shall close the door gently after him
 The waiter returns to do the clearance observing the same procedure. Some guest
leaves the tray or trolley outside their door so as not to be disturbed. Clearance is
important to keep tray or trolleys and service ware in circulation to meet other orders.

Project 2: ROOM SERVICE SEQUENCE WITH PHRASEOLOGIES

1. TAKE ROOM SERVICE ORDERS PROPERLY AND RECORD AND PROCESS ROOM
SERVICE ORDERS
―Good morning room service department, may I help you?‖
―May I have the name of the guest and the room number?‖
―We have sets of breakfast, Continental, American, and Filipino.‖
―Your egg ma‘am, scrambled, omelette, your bread ma‘am toast or plain, coffee ma‘am
brewed coffee or white coffee.
―In what time do you want me to deliver your food ma‘am?‖
―How would you like your bill to be settled?‖ cash / room charge?‖
“REPEAT ALL THE DETAILS INCLUDING THE GUEST ORDERS”
―Thank you ma‘am your order will be delivered maybe in 15 minutes. Have a nice day‖!

2. PLACE THE ORDERS TO THE KITCHEN, CASHIER, AND ONE COPY FOR THE
WAITER.
―Kitchen order for room number 201, ma‘am here‘s the bill of room number 201.‖
“ Set up Trolley, Tray, dinner plate, water goblet, cup and saucer, dinner knife and fork,
creamer and sugar, teaspoon ,juice glass with coaster, table napkin, water pitcher, bread

HPC 6 – Fundamentals in Food Service Operations Page 54

plate‖ FOOD COVER.‖ For VIP guest cream and sugar container are used, for ordinary
guest sachet type.

3. PROCESS THE BILL BEFORE DELIVERING TO GUEST ROOM.

―Ma‘am, may I have the bill of room number 201.‖

4. ROOM SERVICE DELIVERY PROCEDURES

 KNOCK THE DOOR (3x)
“Room service, Good morning! Here‘s your order ma‘am. (Mention the orders)
―May I come in? Where do you want me to set up your foods ma‘am? Do you want me to
transfer it to your table? Or shall I leave the foods in the trolley?
 OFFER PERSONALIZED SERVICE.
“Would you like me to serve your coffee ma‘am? Or would you like to open your curtain to
brighten your room?‖
 PRESENT THE BILL.
―May I present your bill ma‘am? Let the guest sign if room charge, receive the cash and
mention the amount when receiving.
―When do you want me to clear your soiled dishes? Just dial 1 for room service if you are
ready to buss out all the soiled dishes. Thank you ma‘am! Enjoy your meal.
 PROCESSING THE BILL.
“Ma‘am cashier here‘s the cash/ or signed bill of the guest last endorsement of the bill if
room charge will be on the front office cashier.
 BUSSING AND CLEARING.
―Knock the door. Good morning, may I clear your soiled dishes now?‖
―Ma‘am here‘s your change if any.
 UPSELLING TECHNIQUE.
“Ma‘am, if you want to unwind tonight, we have our bar at the second floor, we offer
delicious cocktails and mock tails there. We also have coffee shop beside the lobby of our
hotel, Spa on the 3rd floor and swimming pool on top of the building.
―Is there anything I can do for you ma‘am? Enjoy your stay here at Goldenstate Hotel!
Have a nice Day!

HPC 6 – Fundamentals in Food Service Operations Page 55

Name:
Section/Session
Course/Year Date: Score:

Instructions: Create a video presentation that execute the room service procedure

RUBRIC IN ROOM SERVICE PRACTICAL ACTIVITY

Criteria Excellent (5) Good (3) Fair (1) SCORE

Taking
Telephone
Reservation
Room Service
Cashier Order
Taker
Sequence of
service
Attitudes
towards work
Entertaining the
guest
TOTAL

Remarks:
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

HPC 6 – Fundamentals in Food Service Operations Page 56

 REFERENCES

 Lawrence Li Tan, Florenitte de Guzman (2013) Principles of Food and Beverage,

Mandaluyong, Philippines
 Edward E. Sanders, Paul C. Raz, Ronald C. Wilkinson (2013) the professional
Server. A training Manual Second, 23-25 first Lok Yang Road, Jurong, Singapore
 Davis, B., et al. Food and Beverage Management. 6 TH Edition. Routledge New York.
2018
 De Asis, Lucio; Catchillar, Ulysses and Gapas, Reyman. Food and Beverage Service
Fundamentals. Books Atbp. Publishong Corporation, Mandaluyong City. 2010
 Evenson, Rene. Customer Service Training 101. American Management
Association, New York. 2005
 Punay, Maria Food and Beverage Service Management Atbp. Publishing Corp 2019

HPC 6 – Fundamentals in Food Service Operations Page 57

 Learning Insights Date : ___________

Name of the student : ________________________________

Year & Section: ____________________________________

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 Reflection Note Date : ___________

Name of the student:____________________________

Year & Section: __________________________

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