MODULE IN HMGTC 5

( FUNDAMENTAL IN FOOD
SERVICE OPERATION)

PREPARED BY:

RONNIE C. CABUNAGAN, MMHM

COURSE INSTRUCTOR
 FOOD AND BEVERAGES SERVICE TERMINOLOGIES
a la carte – dishes chosen by the customer from any part of the menu a la carte gives you a wide choice,
but costs more.

Bill – the statement of what was ordered for a meal, the cost of each item, and the final total the bill is
usually presented in a special folder, or on a dish.

Buffet – dishes of food arranged on a table for customers to help themselves a cold buffet will be
provided instead lunch for the conference delegates.

Butter pat – a small amount of butter served in a dish to the table. Place a basket of bread and a butter
pat on each table.

Canapés – small pastries with a savoury topping, served with drinks. Trays of canapés were offered with
drinks during reception.

Carafe – a container for serving house wine at table. I’ll have a carafe of house red.

Clear – to remove all food, plates and cutlery from a table at the end of a meal clear the table quietly
when dessert finished.

Client – a customer the restaurant has a good number of regular clients. Compliments of the house free
to the customer (‘on the house’) we would like to offer your party a bottle of champagne, compliments
of the house.

Cruet – a container for holding salt, pepper, butter and sometimes mustard. Put a cruet on each table.

Customer – a client in a restaurant, or any other business. Look after the customers well and they will
come back again.

Dessert – the last course of the meal, usually something sweet. For dessert, we have a range of home-
made ice-creams.

Dessert spoon – an oval spoon, used for dessert put the dessert spoon above the place setting.

Diner – a customer in a restaurant in this restaurant, we have one waiter for every six diners.

Dining area – the part of the restaurant where the tables are arranged the dining area should not be
close to the kitchen.

Dinner plate – a big plate for the main dish of the meal. Arrange the main dish and vegetables
attractively on a dinner plate and present it to the customer.

Entrée – the main course of the meal, after the starter the entrées are listed after the hors d’oeuvres.
Greet – to meet and welcome customers. Greet customers with a smile as soon as they come into the
restaurant.

Hors d’ouevres – the first course of a meal, usually something small. Pate and toast is a nice hors
d’ouevres to start the meal.

House wine – wine at a lower price the house wine in this restaurant is worth trying.

Main course – the main dish of the meal, after the starter I’d like the special for my main course.

Maintain – to keep up service your job is to maintain the take-away counter.

Maitre d’hote – the head waiter maitre d’hote is in charge of all the waiting staff.

Menu – the list of dishes served by a restaurant we’d like a drink while we look at the menu.

Napkin – a square of paper or cloth for wiping fingers and lips at the table. Check that each place setting
has a neatly-folded napkin.

Condiments – ingredients placed on the table to add to a meal, such as salt, pepper or tomato ketchup
put condiments on each table.

Order pad – a small notepad carried by each waiter, for taking orders when you write the order in the
order pad, be sure to list the starter and main course separately.

Setting – a table place for one person, with cutlery, plates, glasses and a napkin set this table ready with
six place settings.

Present – to show a bottle of wine to the customer for approval before opening it. Present the bottle so
that the customer can clearly see the label.

Ramekin – a small china dish for serving individual portions of butter is served at the table in a ramekin.

Receipt – an official statement that a bill has been paid here is your card and receipt.

Salad servers – a matching pair of long spoons (tongs) especially for serving salad. Use salad servers only
for salad and not for other dishes.

Serve – to bring customers’ orders to the table. Orders must be served within 10 minutes of being
ordered.

Service – the process of being preserved and brought food in a restaurant. If the service is good, a
customer will leave a generous tip.

Service area – the part of the restaurant where waiters deal with bills, orders, and where items for the
tables re kept ready. Keep the space around the service are clear for quick access.
Serviette – a square of paper or cloth for wiping fingers and lips at the table. Help you to a serviette from
the dispenser on the counter.

Serving spoon – a big spoon used for serving food, not for eating with. For a buffet lunch, place a serving
spoon ready beside dish.

Side dish – small dish, usually of vegetables, served with the main dish would you like to order a side
dish, sir? We have green salad, beans and chips.

Side plate – a small plate on the left side of the place setting. Use the side plate for bread and butter.

Silver service – serving food from a dish on to the customer’s plate at the table. With silver service, you
use a fork and spoon to place the food on the plate, according to the customer’s wishes.

Soup plate – a shallow bowl with a wide flat rim, especially for soup be careful; it’s easy to spill from
soup plates.

Soup spoon – a round spoon, used for soup. Place the soup spoon to the right of the place setting.

Starter – the first course of the meal, usually something small. I’m not very hungry, so I won’t have a
starter.

Table d’hote – a fixed choice of dishes, at a fixed price. Table d’hote gives you less choice, but also costs
less.

Teaspoon – the smallest size of spoon, often used to stir sugar in cups of tea and coffee. Set out cups,
saucers and teaspoons for forty people, please.

Tip – small amount of extra money left for the waiter to reward good service. The tip for the waiter is
usually ten per cent of the final bill.

Wine list – the list of wines available at the restaurant. Bring us the wine list with the menu, please.
 CHAPTER I/LESSON I
RESTAURANT SERVICE
A restaurant is a food outlet that serves food and beverages to walk-in customers or patrons who have
made prior booking as differentiated from those being served in take-out counters for vending
machines.

The type of service and the service procedures among restaurants vary depending on the restaurants’
classification, the type of food and services, the volume of orders and the composition of their
prospective customers.

Dine-in restaurants come in various types like:

1. Coffee shop – a casual dining outlet that caters to people “on the go” such that most items
served are short orders. Meals in a Coffee Shop are usually easier and faster to prepare and
service is accomplished in shorter time.
2. Fine dining – restaurants are usually designed for the elite market and they serve special dishes
of superior quality, often with the elegance of wine service. It oftentimes involves table side
preparation and ‘gueridon’ service. In contrast to a Coffee Shop, the preparation and service in a
fine dining take much of time but the customers are prepared to stay longer and spend their
leisure time for quality dining celebration or to unwind in a more sophisticated manner.
3. Buffet restaurant – a ‘Help-Yourself-Concept’ adapted by some restauranteurs who are assured
of attracting clients and more or less feel that guaranteed number of patron are on hand.

A wide-array of food items are spread out according to course category:

Cold Selection normally will include meat or sea food platters, salads and dressing; bakery items (lunch)
such as French baguettes, soft and hard rolls, sesame or poppy-seed rolls.

Soup Station normally one is clear and the second is creamy.

Hot Courses include pastas and rice, vegetables, sea foods, chicken, pork and beef arranged from
lightest to heaviest.

Carving Station although this corner comes optional, roasted or grilled meats or baked fish in puff pastry
are featured with appropriate sauces.

Show-Cooking is at times being featured as an added attraction.

Quick-Station features prepared items such as pastas and desserts.

This is just a plain marketing strategy hoping to keep the market intact and spread-of-
mouth advertisement.

Desserts a variety of cakes, pastries, mouse, tartlets, fresh fruits, ice cream and local sweet-delicacies.
Spreading out of items must come with artistry. Giving due consideration to color bending, manner of
cooking (not all saucy nor dry) and layering makes the buffet great looking and not flat.

4. Cafeterias, Student/ Industrial Canteen – are meant for people with low meal budget. It serves
value meals that are usually displayed in fast food counters.

RESTAURANT LAYOUT
The restaurant layout must be to ensure convenience of service to both service staff and customers. The
layout usually consists of the following areas:

1. Dining Area
When a restaurant has a large seating capacity and serves voluminous orders, it will be advisable
to divide the dining area into stations. Each station is installed with 7 to 15 tables and about 30-
50 seats. Each table must be given specific number for easy identification.
2. Food Display Counter
Restaurant serving buffet or fast foods or counter items usually set up a specific place for food
display.
3. Service Station or Side Stand
This area is the place where preparations for the service are undertaken. The station is equipped
with a sideboard or cabinet with drawers for placing the par stock of supplies, cutleries,
condiments and service equipment to be used for set up service.
4. Service Bar (Bar Counter)
Restaurant serving drinks are advised to set up a bar counter where drink orders are prepared.
The bar area shall be equipped with a counter where various wines, spirits, mixers and relevant
equipment are displayed.
5. Cashier’s Counter
This is the area where the cashier is seated to attend to bill settlement. It must be equipped with
a cash register or the Point of Sales System (POS), bill forms and receipts and other
paraphernalia for cashiering. There must also be a chute for placing bills for each table so that it
is easy to retrieve bills for settlement.
6. Dispatching Counter
The food from the kitchen must be dispatched through a window counter so that waiters need
to go to the kitchen to pick up and assemble orders.
A food dispatcher is assigned to handle the dispatching of orders and serve as point of control.
7. Stewarding Section (Dishwashing Counter)
The dishwashing area is placed inside the kitchen. However there must be a window counter
where soiled dishes will be placed by waiters, without having to enter the kitchen.
Washed, cleaned wares will also be picked from this counter.
 8. Food Preparation Area
The food preparation area must be located at the back or adjacent to the dining area so that the
dispatching of orders will be faster and more efficient.

THE RESTAURANT BRIGADE

The dining area is manage or supervised by the headwaiter, known in French term as Maitre d’ Hotel.
His service brigade consists of a station head or captain waiter, a receptionist, waiters and food
attendants, cashier, bartender or bar waiter and a busboy.

The required number of waiters or servers is usually calculated based on the productivity standard. This
is based on the minimum number of covers (guests) or tables to be served by a waiter within a meal
period. The standard varies for each type of service and the capacity of the dining personnel. A time and
motion analysis is usually undertaken to arrive at a realistic productivity standard.

Below is the typical productivity ratio used by large and medium-sized food establishments.

1 waiter/ attendant for every 15 customers (for American or Plate Service)

1 waiter for every table 10-12 customers (for Russian Service)

1 waiter for every 5 customers (for French Service with table side preparations)

1 waiter for every 20-25 customers (for buffet service)

1 waiter for every 20-25 customers or 4-5 tables (for family or Lauriat Service)

A trained, professional waiter can easily handle up to 15 customers for a la carte, plated service but new
waiters may not be as productive so the productivity standard has to be adjusted based on the capacity
of the assigned servers.

The organizational set up of the service brigade in a restaurant is illustrated as follows:

FOOD & BEVERAGES MANAGER

MAITRE D’

STATION HEAD/ CAPTAIN

OUTLET
RECEPTIONIST CASHIER
WAITER/ ATTENDANT BARTENDER
COUNTER
ATTENDANT
BUSBOY BAR BOY
 LESSON II
ORGANIZING AND MANAGING FOOD SERVICE
Overview

Organizing is the process of arranging parts into a whole. It is a system of putting independent parts
together to make one body or one whole. Managing is the act of directing and controlling.

Objectives:

At the end of this chapter, you will learn to:

 Discuss the factors to consider in organizing a food services establishments;

 Analyze the administrative aspects of management;
 Explain personnel management;
 Identify personnel policies common to all food service establishments;
 Describe the qualities of an efficient food service operation; and
 Identify the duties and responsibilities of food service workers.

ORGANIZING A FOOD SERVICE ESTABLISHMENTS

Establishing a business enterprise such as a restaurant is taking a risk. It can, however, give you big
profits in return. There are many things to consider before opening a business, such as the site or
location, the available market, needed facilities and equipment, financial resources and most of all, the
labor force. Once these things have been organized, you are ready to face another challenge, that of
managing your food service.

In putting up a business organization, it requires you to identify and group together work to be done.
You have to delegate responsibility to the corresponding authority and establish sound relationship to
enable people to work together effectively in attaining the objectives of your enterprise.

Objectives are not accomplished without people knowing what these are, and their specific individual
responsibilities in achieving these objectives.

The word “function,” simply means work that is distinguished from the other kinds of work. The
function of production, for instance, is distinguished from “sales,” just as “planning” is different from
“control.” These functions contribute directly toward the accomplishment of the basic objective of food
service which is the product and service objective. The immediate result of the organizing process is the
creation of an organizational structure. This structure is a framework of formal relationships that have
been established. The aim of the structure is to facilitate regulating and directing the efforts of the
members of the organization for purposes of coordinating work towards attainment of objectives. The
basic types of organizational structure are the line, line and staff, and functional structures.

The line structure is the simplest type commonly adopted in small business; lines of authority are
passed down directly from the general manager to the workers.

In the line and staff organizational structure, which most business organizational are adopted, there
are levels of authority that distribute functions to the rank and file which are personnel who constitute
the staff. The rank and file are directly responsible to the line of authority that oversees their work.

The functional organization’s structure is an ideal of the theoretical type but which is not widely
adopted. In this type of structure, the function of the enterprise is placed under the supervision of a
manager who is responsible for all activities and subordinates in a particular organization.

Factors to Consider in Organizing Food Service Establishment

There are various factors to consider in organizing a food service establishment.
These are the following:
1. Patrons. The group of people belonging in a particular area, their occupations or way of living
which include their common religion and food preferences and their economic status should be
considered because it determines their capacity to patronize one’s food service establishment.
2. The increase occupation. The growth of industries and emergence of different occupation such
as in firms, companies, hospitals, and schools make people to spend more time and eat meals
outside home. One can consider these work places in offering food in the food service
establishments.
3. The demand for a modern life. People’s needs and choices of food is influenced by new
technology and modernization in life. The organizer of food service establishment should
consider these current trends in food service since these also required new equipment and tools
and a variety of new food to offer.
4. Equipment. It is important to consider the availability of equipment when organizing a food
service establishment. Equipment determines the kinds of food to be prepared and served by
the food services establishment.
5. Nutrition Factors. In planning meals to be served in a food service establishment, one has to
consider the nutritional needs of the customer not just a mere selling of food. The meals to be
offered should at least constitute with variety of nutrients. An organizer in food service
establishment should have sufficient knowledge on nutritional needs of the patients.

Administrative Aspects of Management

The manager is responsible for the supervision of the entire operation in a food service operation.
His/her administrative functions include the following;
1. Planning – the manager lays out plan to realize the objective of the food service establishment.
The manager determines what he/she wants to accomplish. Records of past and present
operation are important tools in planning.
 2. Organizing – tis includes the delegation of authority and responsibilities of the manager to
his/her subordinates. Subordinates are also accountable for the results of the tasks.
3. Directing – this is an act of getting things done through people which includes supervising
controlling and coordinating. The manager supervises the implementation.
 Supervising – the manger oversees the plans and policies implemented by the
management,
 Controlling – the manager guides not commands. The manager must help the
employees develop their interest and abilities.
4. Representing – the food service establishments is represented to the public by the manager.
He/she also represents the employees and his/her staffs and the kind of service he/she
operates. This is to promote the food service establishment and convince customers to
patronize the establishments.
5. Evaluating – various forms evaluation is performed by the manager. Reports, complaints and
suggestions are made so he/she can evaluate the progress of food service establishments in
terms of economic results and customer satisfaction.
Personnel Management
Human relations contribute greatly to success of food service establishments. The manager should
know recognize the potential of every personnel and help them perform their individual duties
efficiently and productively. The food service manager is always model to the workers; he/she listens to
their needs and problem. It is necessary for him/her to be consist in his/her corrective measures and
procedures.
The success of food service establishment depends on the harmonious relationship between the
manager and employees. A worker likewise has to be cooperative, loyal, dependable, submissive and
understanding.
Any replacement or termination of the workers must be in accordance with the law. The manager
should also possess wide knowledge on the rights of workers as a human being.
Recruiting, Selecting and Hiring of Personnel
Job descriptions are needed for recruiting foodservice personnel as they provide the basic guidelines
for employment. Making the job the titles interesting is one way of motivating people to apply for the
job. “Janitors” or “Housemen” for clean-up workers, Maitre’d for head waiters, are some job titles that
can be used. Other effective ways for recruiting personnel are the following:
Internal sources. This is tapping personnel from within the company itself. It would include promotion
of employees to positions of higher level, transfer to a related department or unit, and rehiring of a
person formerly on the payroll. Presents employees may also notify friends and relatives of vacancies
and arrange for an interview with the employer. This practice is very common in foodservice
organizations in the Philippines because of the cultural norm of “familiarism.”
External sources. External recruitment can be done by advertising in newspaper, posting notices in
public places, and using radio or television broadcast.
Hiring can also be coursed through employment agencies which charges service fees or through
school placement offices (usually free of g). Labor unions can also be tapped as sources of foodservice
personnel.
 The written application is an important tool in the selection and eventual hiring of personnel. The
application form will provide information about the applicant, his personnel or family background,
educational attainment, and work experience. Through the references, information about an applicant’s
honesty attendance, quality of work, and a reason for leaving previous employment maybe obtained.
A personal interview with an applicant provides an opportunity for management to find out how well
the applicant is qualified for the position. It will also give the applicant the information he needs to
decide whether he wants the job and would like to work for a particular firm or not.
Written tests are given to applicants to supplement the personnel interview made and to determine
the applicant’s abilities which cannot be gauged through interviews.
Finally, an applicant is hired after he has passed a physical and medical checkup and has completed
the necessary papers such as police clearance, social security number, and other requirements.

Salary and Employment Benefits

Before an applicant is finally hired, he is notified about his starting salary. In arriving at an equitable
salary rate for each employee, the following essential factors are involved:
1. The level of paying existing in the community
2. The foodservice operations ability to pay
3. The relationships between jobs and wage rate
4. The recognition of individual differences
In equities in pay not only cause employee dissatisfaction and lower employee morale, but also create
fiction among the employees and between management and employees. Oftentimes, these inequities
create conflicts within the ranks of management itself.
Aside from the direct salary that the employee receives, he is also entitled to some fringe benefits.
These are supplemental compensation granted to employees to provide them additional assistance.
Employee benefits maybe voluntarily granted by management or may form part of the collective
bargaining agreement or mandates by law. Fringe benefits usually provided by management to
foodservice personnel include the following:
1. Free meals
2. Supplied uniforms/aprons and hairnets
3. Employer’s lockers and washrooms
4. Sleeping quarters for employees assigned at odd hours
5. Health certificates
Training
Once a person is hired by the foodservice operation, he will be ready to undergo the orientation
program, which is first training usually given by management. The objective of the training is to acquaint
the newly hired with his new work environment, the job he has to do, the machines and tools he will
need in the performance of his tasks, and the people he has to work with. The policies of the
organization should be made known to the employees. the use of handbook is recommended in
disseminating information about policies for promotion, termination, leave of absence, observed
holidays, sick and vacation leaves, health benefits, retirement, other information that the employees
would be interested in.
 In the foodservice operation, on-the-job training or (OJT) is usually given to employees either in
technical or non-technical areas. It enables the workers to perform the tasks required for the job; only
with directions demonstration from the supervisor. Seminar or workshops in different subject areas,
such as sanitation, work simplification, specific skills in being a waiter, dishwasher, and others, should be
regularly scheduled.

Training programs in food service operations may be implemented successfully under the following
conditions:
1. The job is broken down into steps to be followed.
2. The right tools, equipment, and materials are available for use.
3. The work place is properly arranged.
4. The worker is at ease and interested.
5. Rate of teaching is adjusted to the employee’s learning ability.
6. Each step of the job is explained clearly and completely.
7. The employee performs each step of the job as he learns it.
8. Errors are corrected as they occur the first time.
9. The employee’s progress is checked and evaluated frequently.
10. The employee recognizes his progress.

Personnel Policies in Food Service Establishment

Personal policy is a written policy for personnel department. A personnel policy includes:
Objectives
The aims and objectives of institution should benefit the customer, employees and the institution.
This includes rules and regulations food service establishments as well as the code of conduct to be
observed by all personnel.
Security of Tenure, Promotion and Seniority
Workers are rewarded by security of tenure and promotion based from performances and records.
Promotion also encourages the workers for a more productive performance. It is also rewarding to
recognize their loyalty to the company by giving them loyalty award.
Training Policies and Procedures
Procedures and policies for personnel should be clearly stated and defined to help the personnel work
efficiently on the job,
Wage and Salary Policies
The food services institution should set up a fair structure salary levels of the personnel based from
the law. It should be include the allowances of personnel. Salary adjustments must be made in
accordance to the efficiency and effectiveness of personnel in the work.
Selection of Employees
Selecting competent employees is one of the biggest challenges in any organization. In food service
establishment, the physical condition, appearance and conduct of an individual affect initial
employment. Employees may obtain background information from perspective employees through
application form, letter of application and personnel interview. Others through written and practical
test. The following are factors an employer must consider in the selection of employees for a better job
performance:
1. Educational background. Educational background requirements differ from one position to
another. Applicant must have knowledge and skills in reading and understanding directions,
writes legibly and compute accurately.
2. Experience and training. It is advantage to hire an experienced and trained personnel for the
job not all food service institutions require the same.
3. Physical condition. Health is important factor in the selection of employee. Undergoing physical
examination and securing medical certificate are usually required in food service especially for
those who have direct contact with the customer and the food to be prepared and served.
4. Personality. Good personality trait is an important element for individuals’ success and the
business as well.

QUALITIES OF EFFICIENT FOOD SERVICE PERSONNEL

Knowledge and skills pertaining to job performance are essential to a successful and satisfying food
service career. Prospective food service personnel are expected to possess the following qualifications:
1. Communicates intelligibly with customers and other members of the establishment, both oral
and written.
2. Physically fit and have a good posture.
3. Well-groomed.
4. Pleasing personality which is evidenced by the following traits.
a. reliability g. evidence of sound mind;
b. interest in his/her work h. honest
c. initiative i. capable
d. cooperativeness j. friendly
e. sociable
f. loyal
Functions of Food Service Operation
Whether in a small or large enterprise, a manager oversees the whole operations of the restaurant.
However, delegating responsibilities help in the supervision of work. Common functions in food service
operation include the following: purchasing, receiving, storing and issuing, food preparation service and
sanitation.
1. Purchasing is a management function unless a purchasing agent is assigned for the purpose.
Purchasing procedures vary in extent and type of food service operation.
2. Receiving, issuing and storing are characteristics of large establishment where workers are
assigned to perform each of the three functions. In small operation, all purchases are considered
direct issues. The personnel involved are the receiving clerk or steward and storeroom clerk.
3. Service is a function that includes all activities that relate to the selling of food items. In-charge
of these are the sales manager, dining room supervisor, headwaiter, receptionist, food checker,
counter girl, cashier, busboy/busgirl, host and hostess.
4. Sanitation is a function that includes care of the physical plant, equipment and utensil
maintenance, and ware washing. Those involved are the sanitation supervisor, dishwasher, pot
and pan washer, kitchen porter, utility boy, janitor, electrician and plumber.

JOB DUTIES OF SERVICE PERSONNEL

A. OUTLET MANAGER
Basic Function: Oversees food and beverage operations in his assigned outlet; ensures that
service is carried out in accordance with prescribed standards 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. Maintain par stock requirement; makes requisition needed;
3. Coordinates with the kitchen 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;
6. Receives, greets and entertains customers, attends to their needs, inquiries and complaints;
7. Prepare staff schedule, side duties, and assignments;
8. Conducts weekly meeting with his/her staff to discuss operational issues;
9. Looks after the set-up, appearance, and cleanliness of the outlets;
10. Supervise the safekeeping and inventory of equipment/supplies;
11. Assists in taking and serving orders whenever needed;
12. Takes order of wines and serves them to guests;
13. Personally attends to very important guests (VIP’s) and;
14. Attends to administrative responsibilities including the preparation of reports required by
management.
B. CAPTAIN WAITER OR STATION HEAD
Basic Function: Oversees the set-up and delivery of service in his/her area.
Specific duties:
1. Supervises mise-en-place preparation; checks availability of par stock;
2. Oversees the set-up of the outlet and ensures that all needed supplies are properly installed
and provided for;
3. Monitors table service and the cleaning of tables in his area;
4. Closely coordinates with his/her superior regarding the requirements and operational
problems in his assigned station;
5. Assists in order taking and service during peak hours;
6. Monitors the use of supplies and takes measures to control losses and wasteful
consumption;
 7. Supervises daily inventory and submits inventory report to superior;
8. Prepares and submits reports and documents that are required by management like bar and
stock inventory;
9. Attends to guests’ complaint and requests;
10. Ensures guests’ satisfaction. Solicits feedback from them regarding the service and food and
attends to their needs and concerns;
11. Trains and coaches staff regarding service procedures;
12. Assists in taking and serving wine order;
13. Undertake table side preparation in the absence of a chef and
14. Performs other duties as maybe assigned by superior.
C. RECEPTIONIST
Basic Function: Welcomes and greets customers at the entrance and escorts them to their
tables.
Specific Duties:
1. Receives guests, welcomes and greets them to their assigned or chosen tables; ensures that
table distribution balances the workload of the team;
2. Receives and logs down reservations; informs the supervisor about the details of such
reservations;
3. Attends to inquiries, requests and complaints.
4. Maintains and fills logbooks/reservation book with the necessary information and keeps all
reservation signs in place;
5. Assists in the preparation of mise-en-place and in taking food orders;
6. Monitors movement in the outlet and reports to the supervisor any unusual incident or
suspicious persons.
D. WAITER
Basic function: Takes and serves food and beverage order according to prescribed standards of
service.
Specific Duties:
1. Upon reporting for duty, checks the logbook for endorsements and instructions;
2. Looks after the necessary preparations before the start of operation:
 Wipes/prepares the necessary containers, hollowware, napkins, tray, cutleries,
other supplies;
 Refills salt and pepper shakers and other condiments;
 Checks and re-stocks service station and sees to it that the par stock is maintained;
 Sets-up the table and installs required facilities.
3. Familiarizes himself with the menu and the outlet’s specialties; performs suggestive selling;
4. Takes note of out of stock items and suggests alternative dishes;
5. Takes and serves food and beverage orders;
6. Assists the busboy in placing orders and in picking up orders from the kitchen;
7. Welcomes guests and assists them in getting seated;
8. Attends to the settlement of the bill of guests;
 9. Attends to guest inquiries, requests and complaints and
10. Assists the busboy in cleaning soiled dishes, dirt and trash.
E. BUSBOY
Basic Function: Acts as dining room helper and runner.
Specific Duties:
1. Assists waiter in mise-en-place preparations and table set-up;
2. Serves bread and butter, coffee or tea;
3. Places orders to the kitchen and picks up prepared orders;
4. Clears table of soiled dishes, dirt and mess;
5. Changes soiled ashtray;
6. Fills and refills water goblet with water;
7. Does other errands in the dining room and
8. Cleans and re-stock supply of assigned service station
F. BAR WAITER OR BARTENDER-BARISTA
Basic Function: Prepares drink orders according to prescribed standards.
Specific Duties:
1. Prepares drink orders, including coffee, following standard recipe or procedures;
2. Opens and sets-up the bar, equips it with all the required pre-operating supplies and stocks;
3. Handles the safekeeping of bar supplies;
4. Prepares consumption report of bar stocks;
5. Reports losses, spoilage and damages to bar stocks;
6. Accomplishes opening and closing inventory of bar stocks;
7. Sees to it that the bar is properly stocked, clean and well maintained
8. Attends to customer needs, requests and complaints at the bar counter;
9. Checks availability of bar stocks and makes requisition when needed;
10. Serves drinks from the bar counter (if any).
G. OULET CASHIER
Basic Function: Prepares and attends to the settlement of customer’s bill.
Specific Duties:
1. Regularly checks and updates POS of current prices of food items before the opening of the
restaurant;
2. Prepares bills of customers;
3. Receives and punches payments in the cash register;
4. Validates credit cards, processes credit card payments and other charges;
5. Prepares the required reports – cashiers report, menu analysis, etc.;
6. Receives and accounts for change fund;
7. Turns over sales to general cashier or cash custodian.
8. May be assigned to accomplish deposit slip to deposit cash sales immediately the following
day.
 LESSON III
Menu Management
A menu is a list of specific foods or dishes that fit the meal pattern selected.

Rules in Menu Planning

Objective planning of meals enhances the meal manager’s chances of achieving her goals because she
can control the use of her resources, especially the use of her time and energy in shopping, cooking and
serving meals in the decision-making.

1. Plan several days’ meal at one time, utilizing simple menus that are easy to prepare and serve.
2. Include more of one-dish meals like sinigang, nilaga, bulanglang, tinola, etc.
3. Plan meals that have interesting variety in color, texture and flavor.
4. Plan to serve foods that are not only in season but also enjoyed by the dinner.
5. Plan dishes the do not entail too much preparation at one time. If possible, preparation can be
started the day before the dish is served.
6. Consider palatable foods that are rich essential nutrients. Consult the different food guides.
7. Make out a market list to avoid extra trips to the foods store.
8. Utilize left-over and “convenience” foods when necessary.

Cardinal Rules of Menu Planning/Factors to Consider in Planning Meals

1. Nutritive Aspect/Nutritional Adequacy

The provision of palatable foods that is rich in essential nutrients. Nutrients needs of an
individual by age, sex, body, build and activities engaged in by the individual.
 Nutritional value should be categorized
 Balance diet should be maintained
2. Economic Aspect/The Food Habits
The food budget is influenced by the company’s income; knowledge of the marketing staff’s
shopping skills, varieties of foods and their goals and values.
 Foods in season should be utilize
 Use locally available foods
 Utilize proper substitutes
 Leftover can be recycled into new dishes
3. Managerial Aspect/Management time and skill
The length of the meal preparation, the amount of experience and the time available are to be
considered.
 According to your capabilities
 So that it does not make excessive use of one equipment
 So that it does not require last minute preparation
 So that the preparation can be dovetailed
 4. Aesthetic Aspect/And Psychological Aspects of Food
The proper combination of flavor, texture and shapes as well, as variety in color, form and
arrangement etc.
 Color
 Texture
 Shape/form
 Flavor
 Extreme temperature
5. Different in Food Habits
This includes the dietary habits of nationality groups, regional food patterns and socio-economic
background.
 Muslim Halal Foods
 Indian Vegetarian
 Dietary foods
6. Suitability, availability and quality of the food to be served
 Freshness of foods
 Preparation with proper sanitation and hygiene
 Appropriate use of temperatures
7. Equipments available for food preparation
 Kitchen Wares
 Hollow Wares
 Silver Wares
 Miscelaneous Wares

Mechanics of Menu Planning

1. Capitalize all words except articles and prepositions.

2. The items that compose meals should be grouped by courses, beginning with the first.
The items of the courses are presented in order of greatest consequence.
3. When an item on the menu has a special accompaniment, you may either place the main item
to the left and accompanying items to the right, or you may center the main item and write the
accompany item underneath.
4. When a dish is accompanied by 2 or more items, center the former space the letter on the same
line to the right and left, or write them on the line below.
5. The beverage appears as the last item of the courses with which it is served.
6. Such as items as butter, cream, sugar or salad dressing are not written on menus unless there
are particular interesting or indifferent.
7. Plan the spacing and arrangement of the items on the menu is symmetrical. Allow extra spacing
between courses; this extra space is often omitted in menus printed in books, magazines and
newspapers in order to save space.
Functions of Menu

1. Breakfast Menu – this is served during 7:00 o’clock in the morning.

2. AM Snack Menu – this is usually served at 10:00 o’clock in the morning/
3. Brunch Menu – this is a combination of breakfast and lunch and starts at 11:00 o’clock in the
morning.
4. Lunch Menu – this is served at 12:00 o’clock noon.
5. PM Snack Menu – this is served at 3:00 o’clock of the afternoon.
6. Dinner Menu – this is served at 7:00 o’clock in the evening.
7. Midnight Snack – this is served at 12:00 midnight.

Types of Menu

1. Table d’hote – this is the set menu forming a complete meal at a set price. A choice of dishes
must be offered at all courses, the choice and number of dishes will usually be limited.
2. A La Carte – this is a menu with all the dishes individually priced. The customer can therefore
compile his own menu, A true a la carte dish should be cooked to order and the customer
should be prepared to wait for this service.

CLASSES OF MENU

Although there are many types of functions carried out at different times in various forms of
establishment there are only two basic classes of menu, namely:

1. Table d’hote
2. A’ la’ carte

1. Table d’hote
The definition of table d’hote menu is:
a) A fixed numbers of courses
b) A choices within each course
c) The selling price of the menu is fixed
d) The dishes will all be ready at a set time
2. A la Carte
The term a la carte may be translated as ‘from the card’
a) Gives a full list of all the dishes prepared
b) Each dish is priced separately
c) A certain waiting time has allowed for each dish
d) Is cooked to order
The carte du jour menu is a type of permanent a la’ carte menu
Courses in an a la carte menu follow a sequence
1. Hors d’oeuvre
2. Potages
3. Oeufs
4. Farineux
5. Poisson
6. Entrees
7. Grillades
8. Roties
9. Legumes
10. Salads
11. Buffet froid
12. Entremets
13. Glaces
14. Savoury
15. Fromages
16. Desserts
17. Beverages

3. A Special Party Menu – these are menus for banquets and parties of all kinds like birthday,
wedding receptions, anniversaries, debuts, conventions, etc.
4. Cycle Menu – a set of menus rotated to definite pattern
5. Selective Menu – a complete meal that provides choices or selections of courses.

Menu Pattern
The meal pattern is something like an outline which lists the parts of the meal, called courses. It
suggests the kinds of food that make up each courses.

Mechanics of Menu Planning

Menus are not only planned but written since attention to the form or mechanics of menu-writing is
desirable. The following suggestions for menu-writing are given:

1. The Breakfast Menu – simplest to prepare. Foods include are:

- Fruits of fruit juice
- Cereals (hot/cold)
- Eggs
 - Fish
- Meats
- Preserves (marmalades, jam, jellies)
- Beverages
- Bread

Menu Planning for Breakfast:

1. Nutritionally balanced
2. Includes a minimum of 4 courses from above

For example:

Fish or cereals
Fish, egg or meat
Rice/Bread
Beverage

2. Luncheon/Dinner menus – may be planned Table d’hote or A La Carte. Number of courses can
vary from 3 to 10, suggested offerings:
First Course
- Fruit/fruit cocktail/juices
- Shellfish
- Smoked fish or cold cuts
- Hors d’oeuvres
Second course
- Soups

MENU PLANNING PROCESS

Overview

The component of the food service system that involves the treatment of the inputs so as to achieve
its goal or desired output is called the process. The specific processes common to various types of food
services are administration of assembling materials, production, distribution and sanitation.

 Assembling materials include menu planning, purchasing, receiving, storing and issuing.
 Production includes activities such as preparing cooking
 Distribution involves the delivery and service subsystems
 Sanitation is the set of sanitary procedures adopted in the food service system.

MENU PLANNING
 Planning a menu is no easy task. You have to do some research first to ensure that all food you are
going to prepare will be consumed before your store closes. You do not want lots of leftover that might
become spoiled afterwards. Your aim is to sell all the food in your menu so you could see the return of
investment and profit as early as possible. Below are the factors to consider in menu planning:

1. Know what your guests want. Know their food preferences depending on their age, sex,
religion, food customs, taste, occupation, income and nationality. Provide your children
customers’ food they need and like.
2. Know your food cost, mark-up and budget allowances. Planning contributes to profit.
3. Know market conditions. Feature local food in season. Consider the season, weather, special
events and holidays. Hot dishes are generally appreciated during cold weather and lighter dishes
during warm months.
4. Know all departments in terms of their production capability. In preparing and serving,
consider the space available and the available equipment.
5. Know the available storage space, number of employees and their efficiency and their physical
capabilities.
6. Know the three basic food groups. Every effort is made to plan the menu diet is available.
7. Provide aesthetically pleasing food. Consider the variety of shapes, mode of preparation, color,
appearance and contrast such as hot and cold, hard, bland and flavored.

Mechanics of Menu Planning

The first thing to do in planning a menu is to prepare a Menu Pattern. Menu Pattern is an outline of
food to be served for each meal. It includes the three full meals of the day: breakfast, lunch and supper.
Snacks or in between meals are also served in some restaurants.

This is a menu pattern:

Appetizer Fruit or juice

Entrée Protein dish
Breakfast
Staple Rice or bread
Lunch Beverage Coffee, milk, tea
Appetizer Chocolate
Soup/salad

Supper Entrée Protein dish

Side dish Vegetable dish
Staple Rice
Dessert Fruits, tarts, ice cream, etc.
Beverage After dinner
Coffee, juice, etc.
The following are the components of a menu pattern:

1. Appetizer – these are food or drinks served at the beginning of the course to whet the appetite.
The appetizers are usually not heavy food like fruits or juices.
2. Soups – liquid food made by boiling vegetables, etc. Stock soups are clear while cream soups are
thick and heavy.
3. Salads – dishes of green herbs, vegetables or pasta and served with chopped cold meat and fish.
4. Entrees – these are subordinate dishes served between meat and fish courses or directly before
the main course.
5. Main Course – chief part of the whole course containing the heaviest and usually the most
expensive item on the menu. They are usually made of meat, poultry, or fish dish except in
vegetarian menu.
6. Desserts – serving of sweets such as pie, cake, pudding, fruit, etc. at the close of a lunch or
dinner.
7. Beverage – drinks such as tea, coffee, milk, chocolate, wine, soft drinks and juices.

MENU CARD
The menu is usually displayed on the menu board or on a menu card. A menu card is a printed or
written list of food items offered at a restaurant. The menu card reflects the image of the restaurant.
That is why it should be maintained clean and presentable. The menu must be attractively displayed and
well-balanced. It should be legible and easy to read. The descriptive language used in menu cards help
customers make their choices, including unfamiliar dishes. It also enhances the appeal of the food
served.

The front cover of the menu card carries the name of the restaurant and the design symbolic of the
establishment. The inner page, made of white, contains the listing of food items in sequence from
appetizer to beverage. Opposite the food list is the price per serving or order. The back cover has the
name of the owner and address of the restaurant. Sometimes the telephone number is indicated for
reservation purposes.

PURCHASING FOOD
Purchasing is a management function unless a purchasing agent is assigned for the purpose.
Purchasing procedures vary in extent and type of food service operation.

RECEIVING, STORING AND DISTRIBUTING PROCEDURES

Receiving, issuing and storing are characteristics of large establishment where workers are assigned
to perform each of the three functions. In small operation, all purchases are considered direct issues.
The personnel involved are the receiving clerk or steward and storeroom clerk.

Receiving and Storing Food Supplies

 Receiving, is another process in the food service system, ensuring that what has been purchased is
the same in quality and quantity with what is being delivered. A signed invoice attests to the
completeness and accuracy of the delivery. Hence, the receiving clerk responsible for checking the
goods should always see to it that the delivered items meet the specifications. He/she should also see to
it that the quantity, quality and price are in accordance with what have been previously agreed upon. To
assist him/her in the process performance of his/her job, the following basic facilities are needed:

1. a receiving area ideally located near the service entrance and the storage area. It should be
equipped with a receiving table and accurate weighing scale;
2. set of specifications of the food and other materials to be received;
3. weight and conversion chart; and
4. thermometer and calculator

The Product Standard Agency of the Department of the Trade and Industry has provide the public with
a conversion chart for easy metrication, as pretended below:

Temperature

Fahrenheit x 5/9 = Celsius

Example: 5 inches x 0.25 = .125 meter x 1000 = 125 milliliter
Storing Food and Materials
Proper food storage starts the moment food is received in the kitchen. It is of utmost importance that
food be stored at the proper temperature within a reasonable proper of time.
Perishable food need to be transferred immediately to refrigerated or frozen storage area.
Refrigerated storage should be at 45°F or below. Because proper air circulation is important, it is a
requirement that the food be packed loosely. Refrigerated food should also be covered to prevent
foreign materials from getting into it, keep moisture within, and prevent unpleasant odors and flavors
from being absorbed.
The following are some suggestions for efficient storeroom management:
1. Use proper forms for receiving and issuing supplies.
2. Keep an accurate, up-to-date, perpetual (daily) inventory of food items stored.
3. Check periodically the condition of stored food and the accuracy of the perpetual inventory
against the physical inventory.
4. Prevent theft by using padlocks for storage areas.
5. Maintain a schedule for requisition and issuance.
6. Pinpoint responsibility of issuing to a single person.
7. Avoid entry of unauthorized person in the storeroom.
8. Maintain par stock of food items.
9. Use the first-in first-out (FIFO) systems to rotate supplies so as to minimize spoilage.
 LESSON IV

RESTAURANT SERVICE EQUIPMENT AND SUPPLIES

Quality service requires the use of appropriate serving equipment and utensils. Service crew
must be familiar with the various equipment and supplies for dining service. They should also be
trained on the appropriate use of these equipment to prevent breakages and damages.

SERVICE EQUIPMENT AND SUPPLIES IN RESTAURANT SERVICE

EUIPMENT AND SUPPLIES USES

FLAMBE TROLLEY Used for table side preparation. In a French

service. The captain prepares dishes in this
trolley. It is positioned beside the guests’
table.

BUSSING TROLLEY This trolley is used for gathering soiled dishes

and for transporting them to the dishwashing
area.

FOLDING SIDE TRAY This portable folding tray is used to assemble

food orders before they are served to the
guests. It is placed right beside the guest table.

GLASS DIVIDER RACK Glasses are stored in this rack. The divider in
the rack is designed to prevent glass to glass
contact which can cause breakage.

CHINA RACK Used for racking and storage china wares.

CUTLERY RACK Rack for cutleries. Some racks (as in Rack A)

can be plugged to an electric outlet for
 sanitizing purposes.

SERVICE TRAYS Used in assembling and serving food and

drinks. The round is a bar tray with a cork for
serving and bussing beverages. The
rectangular and oval trays are designed for
plated foods and other dishes.

BREAD BASKET Serves as container for bread.

MENU Contains list of dishes for the selection of the

customers.

MENU STAND AND NUMBER TABLE The menu stand is where a menu is clipped
and the table number is used to designate the
number of the table.

CHANGE TRAY AND BILL TRAY

Change of the customer, if any, is placed on
this change tray.
Bills are presented in the bill folder.

OIL & VINEGAR SET; SAUCE CONTAINER AND

SAUCE BOAT The condiment stand carries condiments while
the sauce boat is a container for sauces and
gravy.

FLOWER VASE AND CANDELABRA

These decorative accessories are placed at the
center of the table.

STRAW DISPENSER AND TONG

Straw dispenser is used as container for
dispensing straws. The tong is for serving ice
and other items.

CAKE STAND For cake display.

SALT AND PEPPER SHAKER Container for salt and pepper.

CHINAWARES
LEGEND:

1. Dinner Plate 12” – for serving main course

2. Fish Plate 10” – for serving appetizer
3. Salad Plate 8” – for serving salad
4. Bread Plate 6” – for serving bread and butter
5. Saucer 4” – under liner for coffee
6. Cream/ Milk Container – container for cream and milk used in coffee
7. Sugar Container – container for sugar used in coffee
8. Milk Jung – container for milk used in cereals
9. Oval Platters – maybe used for Buffet, Russian Service or Family Service
Oval Platter – 16”
10. Oval platter – 10”
11. Oval platter – 14”
12. Oval platter – 12”
13. Oval platter – 9”
14. Coffee Pot – container – freshly brewed coffee
15. Tea Pot – for steeping tea leaves or herbal mix in nearly boiling water
16. Cereal Bowl – for cereals like oats and arroz caldo
17. Soup Bowl – for cream soup like cream of chicken, mushroom, etc.
18. Monkey Dish – for pickles, achara, sauces
19. Soup Tureen – for serving soup or stew
20. Bread Bin – bread container
21. Cup and Saucer – for serving coffee
22. Demitasse cup – for espresso single and Black coffee
23. Tea Cup – for tea
24. Beer Mug/ Pilsner – for serving beet
25. Baking Dish – container for food preparation and baking
26. Butter Dish – used in serving butter
27. Egg Holder – container for soft or hard boiled eggs
28. Bouillon Cup – for clear soup like consommé royale, served with under liner
29. Sauce and Vinegar Container
30. Flower Vase – accessory at center table

FLATWARES

LEGEND:

1. Serving spoon – for serving or dishing out food

2. Serving fork – for serving dishes
3. Dinner knife – for main course
4. Dinner fork – for main course
5. Fish knife – for fish appetizer like smoked salmon
 6. Fish fork – for fish appetizer
7. Salad knife – for salad
8. Salad fork – for salad
9. Cocktail fork – for seafood cocktails like mango prawns delight, shrimp cocktail, shrimp
pomelo. Place it on the right side of the plate.
10. Soup spoon – for soup. A large one is for cream soup, and the smaller one is for clear soup
like onion soup, consommé royale and bouillon. It is also known as bouillon soup.
11. Table/ dessert spoon – for dessert. May also be used as substitute for soup spoon (if not
available).
12. Teaspoon – for coffee or dessert
13. Demitasse spoon – used together with a demitasse cup for espresso.
14. Long teaspoon – for halo-halo, iced tea
15. Butter spreader – used for bread
16. Butter knife – also for bread
17. Fruit fork
18. Escargot – for seafood appetizer like snails, mussels and shellfish. Place it on the right side of
the plate.

PREPARATIONS FOR RESTAURANT SERVICE

For a more efficient service, the Headwaiter shall follow and organized system of work distribution and
mise-en-place preparation. All requirements are to be attended to and provided for so that service can
be rendered in the most speedy and efficient manner.

Flow of preparations for Service

Checking Staff Attendance and Distribution of Side Duties

Checking Completeness and Condition of Stocks in the Service

Station

Making Requisition to Replenish Stocks

Gathering Equipment and Supplies for Set Up and Service

Preparing Mise-en-place – Wiping/ Polishing Cutleries, Glasses,

Preparing Mise-en-place – Wiping/ Polishing Cutleries, Glasses,

Chinaware, Folding Napkins, Filling Up Condiments, etc.

Stocking the Service Station with par stock of supplies

Setting Up and Tables and Chairs

Distribution od Side Duties and Checking of Attendance

(To be undertaken before start of operations by the Headwaiter)

1. Assemble all service personnel.

2. Check staff attendance and log down those who are absent.
3. Check grooming of waiters and other service staff against grooming standards.
4. Distribute side duties and assignments of service staff i.e., table assignments, equipment to
clean and wipe, cleaning assignments, etc.
5. Conduct staff orientation, give reminders, inform staff about new items for the day, out of stock
items, and new policies if any.

FOOD AND BEVERAGE SERVICESSECTO

CORE COMPETENCIES
I. Prepare the dining room/restaurant area for service
II. Welcome guests and take food and beverage orders
III. Promote food and beverage products
IV. Provide food and beverage services to guests
V. Provide room service
VI. Receive and handle guest concerns

I. Prepare the dining room/restaurant area for service (American, Russian and French
Service)

1. Check the condition of tables and chairs.

2. Perform sanitation (wipe tables and chairs with white cloth and spray gun with disinfectant)
3. Wash hand with soap and running water at least 20 seconds
4. Lay down the table cloth
5. Prepare mise-en-place
- Sanitize the service wares (China wares, silverwares, glass wares, cruet set and service plus).
Wipe them using RED cloth. Service wares must be free from water marks, fingerprints, oil
and foul odor
- Wash hands again for 20 seconds
6. Basic table set up
7. Observe proper alignment

AMERICAN SERVICE (PLATE SERVICE)

II. PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE

III. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
IV. PROMOTE FOOD AND BEVERAGE PRODUCTS
 V. PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS

Sequence of Restaurant Service:

1. Taking table reservation through telephone

2. Welcome the guests:
- Smile and greet guests
- Welcome to the establishment
- Introduce yourself
3. Seating the guest: Lead them to the table and pull the chair and let the guest seat
4. Presenting the menu: Excuse yourself then give the menu card and ask the guest if if/she is
ready to order food. If not yet ready to order, leave the guest for a while, pour water to its
water goblet serve bread and butter
5. Taking beverage order: Go back to the guest table and ask if he/she is ready to order (ready the
order slip). Stand at the right side of the guest then take the food order, do suggestive selling
Before leaving guests table repeat food order. Announce how many minutes the food will be
deliver to his/her table
6. Link in the kitchen: As soon as the guest orders their food, coordinate to kitchen area, bell,
announce the food ordered and give one copy of order slip.
7. Table adjustment: remove unnecessary items and set up additional table equipment according
to food order
8. Serving orders: Serve the food – make an excuse and mention the name of the dish
9. Bussing and crumbling: As soon as the guest place utensils on the plate (finished eating), go to
the table and make an excuse again then ask the guest if she/he is finished eating and bus out
the plates. Show plate, bread plate and butter spreader should be removed before serving the
main course and do crumbling/ wiping the table after the main course before serving the
dessert.
10. Preparing and presenting the bill: When guest finish eating, wait until he/she ask for the bill. Go
to the cashier, review the bill, place in a bill tray and give to the guest. Ask the guest if how the
bill should be settled. CASH, CREDIT CARD or SIGNING PREVILEDGE.
If cash, mention the amount and let the guest sign the receipt and give the original receipt.
If Credit card, let the guest wait for a few minutes because they need to get confirmation from
the credit company, if it is ok, return to the guest then let him/her sign.
If signing privilege, either VIP, House guests or GC, process the signing paper to the cashier
then let the guests sign and give the original copy of the receipt.
11. Bidding goodbye: When the guest leaves the establishment, thank him/her.

SEQUENCE OF FOOD SERVICE:

1. Bread and butter

2. Appetizer (serve juice together with the first course)
3. Soup
4. Salad
5. Main course
6. Dessert
7. Hot beverage
AMERICAN SERVICE (Phraseology)

Taking Table Reservation through Telephone.

Answer the telephone after 3 rings. ( Prepare pen and paper to take down notes)

Receptionist: "Good morning SAC Restaurant. This is _________. How may I help you"
Guest: "I would like to make table reservation"
Receptionist: “Before anything else, may I know your name so that I can address you properly”
Guest: "I’m Clyde"
Receptionist: "Okay Ma’am Clyde. When would that be ma’am and good for how many persons?"
Guest: "On October 12 and good for 2 persons."
Receptionist: "What will be the exact time of your reservation ma’am?
Guest: "Lunch Time 11 am”
Receptionist: “Okay Ma’am clyde, I will check our reservation book, one moment please……….. Okay
ma’am there is an available table for October 12.
Guest: "Thank you”
Receptionist: "For the Area/location, what would you prefer Pool side or inside the Restaurant?
Guest: “ Poolside”
If the guest will ask about your suggestions:
Receptionist: “For me ma’am/Sir, It would be good at the pool side so you will enjoy the
ambience.”
Receptionist: Okay ma’am do you have any special requests?
Guest: Give details of special requests.
Receptionist: "Noted ma’am clyde. May I ask your personal details (your complete name), the name
of the company you’re from, contact number, & method of payment ?"
Guest: Give details
Receptionist: "Just to confirm your reservation, Ma’am Clydie Joy Alfonga, from ______ company.
Reserve a table for ________ on October 12, 11:00am and you reserved pool side table also. Your
contact number is (+63)9152542368 and you are paying by cash. And your special request is ________.
Is that all correct?"
Guest: "Yes, thanks _______that is great, you have been very helpful"
Receptionist: Okay ma’am Clyde we would just like to remind you that if you will be arriving late by 15
minutes we will going to cancel your reservation.
Guest: Okay. Thank you.
Receptionist: "Thanks Ma’am Clyde, we look forward to seeing you on Wednesday"

The sales agent used a suitable closing phrase, thanked the customer, used his name, and provide
personal service. This is essential to make sure the customer is satisfied and that you have offered
professional service.

Welcoming, greeting and Seating the guests

Wait staff: Good morning Ma’am! Welcome to SAC Restaurant. I am _______________________

(name) your service staff for today. Do you have any reservation?
Guest: Yes
Wait Staff: Ma’am/Sir under what name is your reservation?”
Guest: clydie Joy Alfonga
Wait Staff: Excuse me for a while sir I will just check our reservation book”

Open the your reservation book/computer and check the name of the guest to confirm the
reservation :

Wait Staff: “okay Ma’am Pearl, we have prepared a special table for you. This way please” *outreach
hand to the table.
*If none, ask how many are they, suggest a table, outreach hand and lead them to the table.
(extend your right hand directing the way if you are standing at the right side of the guest and
left hand way if you are standing at the left side of the guest.) Pull the chair and let the guest
sit. When the guest is seated present, present the menu list at the left side. Excuse yourself
then ask the guest if she/he is ready to order the food.

Present the menu card or menu book

Wait Staff: Excuse me ma’am/sir here’s the menu list for your food and beverage selection”
*Present the menu card at the left side of the guest.
After presenting the menu card pick the table napkin from the left side and excuse
yourself and lay it on the lap of the guest at the right side and say:
Wait Staff: “Excuse me Ma’am, would you allow me to unfold your table napkin on your lap?
*Place the napkin on the guest lap. If the guest says NO, just place the napkin on the left side of
the guest table.
Guest: Thank you
Wait Staff: “I will leave you for a while, I will just fill you water goblet” (Get a pitcher with water and
white table napkin. Fill the goblet with water ¾ full)
Wait Staff: “Ma’am/sir would you like to have our complimentary bread while choosing your food?,
Okey sir ”
*If yes, serve bread and butter with butter spreader at the left side using food tong.
Return the pitcher to the kitchen and serve bread and butter. Serve the butter first and present
the bread.
Prepare the order slip with carbon and pen. Go back to the guest table, excuse yourself again
and ask if the guest is ready to order.
Wait Staff: “Excuse me Ma’am/sir, may I take your orders now? *If the guest says yes stand at the
right side ready the pen and order slip.
Guest: I want to order___________. I’m on diet.
What could you suggest?
I want something hot what could you offer.
What is the specialty of the house? Why is it special?
What are the ingredients of _________?
Possible questions that the guest will be asking about the menu.
*Do a suggestive selling.
Wait Staff: “May I suggest a soup for you to start your meal ma’am sir? Our crab and corn soup is the
bestseller; would you like to try it? For the salad, we have fresh and nutritious Brennan Salad with
French dressing and tastier spinach strawberry salad with honey & raspberry vinaigrette dressing
which one would you prefer? For our main course we have beef steak with rice, tomato and cucumber
slices, wild king salmon, mascow chicken and apricot porkchop. Which one do you prefer?
*After talking all the food order of the guest repeat the food order.
Wait Staff: “Ma’am pearl you’ve ordered the following, ______________, ________________
_,____________________. Did I take all your orders correct ma’am sir? May I borrow the menu list
sir/ma’am? Ma’am kindly wait for 15 minutes for your food to be served,? Excuse me for a while”

*Link all the orders at the kitchen. Press the bell once and announce food order of the guest

Wait Staff: “Chef we have _______, ________,________ (menu/order)for table _____ please.

*Table Adjustment: Remove all unnecessary service wares to the guest table which are not intended for
the meal of the guest starting from left side going to the right side of the guest. Collect and Wipe all
utensils to be set up to the guest table, according to food order of the guest. Use tray when carrying
additional items for the set up
*Serve food and beverages are serve at the right side of the guest using the right hand of the
wait staff and holding the tray at the left hand. Use rectangular tray
Juices should be served together with the first ordered food. Mention the name of the food or
the beverages that you are serving.
Wait Staff: Serve the 1st meal together with juice “excuse me Ma’am Pearl here is your orange juice
our bestselling__________. Enjoy your meal ma’am”
*serve food and beverage at the right side of the guest
Wait Staff: when done eating “excuse me Ma’am sir are you done with your ______? May I remove the
plates now?”
*Buss out at the right side of the guest. Serve the 2nd meal and buss out, serve the 3rd meal and
buss out
Ask the guest about the food, if it is good or delicious
**Dessert: Serve dessert after bussing out soiled dishes used in main course including show plate. After
bussing out, be sure to crumb the table before serving the dessert.

**Hot Drinks: Serve hot drinks after bussing out soiled dishes used for dessert.
Serve it along with the dessert if guest request for it. Place the cup and saucer first at
the right side of the guest followed by creamer and sugar and the coffee/tea pot (if 3 n1
coffee just bring tea pot with hot water, if brewed coffee ask the guest if they want
creamer and sugar and bring coffee pot with coffee diluted in hot water)

*Make sure that the cup is turned upside down with the ear at 3-4 o’clock. Stand at the right
side of the guest.
*Wait till the guest ask for their bill, settle to the cashier, review the bill then place it in a bill
tray and give it to the guest.
*Present the bill closed if book type and turn the receipt upside down if bill folder is used. Be
sure to check all items ordered have been priced.

Wait Staff: “excuse me Ma’am sir here is your bill. How would you like to be settled? In cash or credit
card?”
Guest: I will pay it in __________.
 *step backward at least 1 meter away from the guest. Let the guest have the privacy when
counting or picking his/her money. Wait for the signal of the guest before taking the bill folder.
*After settling the bill, Remove the carbon paper and let the guest sign 2 copies and give the
original copy.

CASH WITHOUT CHANGE:

“Ma’am/sir, I received ________ and your bill is _______. Kindly sign the receipt. Ma’am/Sir here’s the
copy of your receipt (Original Copy)

CASH WITH CHANGE:

“Ma’am/sir, I received ________ and your bill is _______. Please wait for a while Ma’am/sir, I will be
back for your change.”
Change your bill your bill folder to change tray. “Kindly sign the receipt. Ma’am/Sir here’s the copy of
your receipt (Original Copy)

CREDIT CARD:
“Ma’am/sir, may I borrow your identification card and your credit card for verification”
Guest: okay
Wait staff: “thank you ma’am/sir. Please wait for a while; I will just verify your credit card”
VERIFY THE CREDIT CARD.
(waiter to the cashier): “Cashier I would like to verify the credit card of the guest in table# _____ pls.
Thank you.”
Wait staff: “Excuse me ma’am/sir here’s your credit card and identification card. Kindly sign the
receipt. Ma’am/Sir here’s the copy of your receipt (Original Copy)”

BIDDING GOODBYE:
Wait staff: “Ma’am Clyde. Thank you for dining with us and it’s our pleasure to serve you. . Please
come again and have a nice day.”

*BUSSING OUT: buss out first the cruet set and table napkin, utensils, plates, glasses’
- Water goblet is the last service ware to be removed from the table after the guest finished eating
his/her meal
- change the linen in front of the guest
- Arrange the kitchen before you leave

SERVICE OF MEALS
PURPOSE AND PLACEMENTS OF NAPKINS

NAPKIN-FOLDING

A crisp, starched napkin folded in an interesting shape often makes dining more festive. With
following step-by-step directions and a little practice, one can be a master napkin folder.

1. To prepare napkins for folding, lightly starched them and press flat.
2. Use square napkins – voluminous napkins aren’t essential; 12 to 18 square napkins will do.
Formal Points in Napkins Folding

Tips for successful folding

Well-starched plain napkins measuring 46 to 50 cm. sq. would be ideal for complicated folding
techniques. The fabric should be cut square and straight on the weave so that the napkins do not pull
out of shape easily. The fabric should be washed, starched and ironed when damp, while ironing, the
napkins should be pulled back gently into shape to ensure that the napkins are perfectly square again.

Whole folding napkins into complicated shapes, each fold should be pressed separately. Soft folds
should not be pressed. Some popular napkins fold are the following:

Kinds of Napkin Folding

Napkins folds and their Uses

A. Napkin folds used for Breakfast/ Luncheon/ Merienda Cena/ A La Carte/ Table d’ Hote(Place
between knife and fork).
1. 1 Pyramid 1. 2 Sailboat
2. 1 Candle 2. 2 Fan with tail
3. 1 Bishop 3. 2 Banana
4. 1 Candle with light 4. 2 Candle
5. 1 Tent 5. 2 Cardinals hat
6. 1 Hat 6. 2 Bird’s of Paradise
7. 1 Lilie 7. 2 Chinese Candle
8. 1 Amadillo 8. 2 Dinner
9. 1 Palm with stand 9. 2 Megaphone
10. 1 Rose Bud 10. 2 Arum Lily

B. Napkins folds use as cloth under liner (Place on an under liner)

1. Cross Artichoke
2. Artichoke
3. Lotus
C. Napkin fold use for inserting cutleries
1. Pocket
2. Cutlery holder
3. Cocoon
4. ‘Da Sinto’ Man
5. Pleating
6. Shirt

Eight (8) Table Napkin Folds for practice folding. See figure 6.1.
 1. Cicada
2. Cone
3. Crown or Bishop’s
4. Ear of Corn
5. Rabbit
6. Rose-bud
7. Water lily or Lotus
8. Waves

Guidelines for Table Skirting

Table Skirting should be measured according to the size, and height of the table and emphasis
should be focus at the center to show balance between the two sides and make it bilaterally
symmetrical.

Skirting on the any surface of the table should not touch the floor. The posterior part of the skirting
should be at least half inch above the floor.

Basic Design for Table Skirting

1. 1 Single Pleats 1. 2 Double Pleats

2. 1 Butterfly 2. 2 Escalope
3. 1 Diamond 3. 2 Single Loops
4. 1 Double Loops 4. 2 Triple Loops

Table Skirting

 Is use to decorate tables to be used in different kinds of occasions, for elegance and to cover the
actual table.
 Table skirting is a decorative way to hide table legs and clutter in a home or during a special
event. By concealing what is underneath the table, they offer a simple storage solution.

Basic Table Skirting Ideas

 Decide on what design you are going to do the fits the occasion.
 Prepare the needed materials:
 Skirting cloth
 Top cloth
 Pins
 Thumbstacks
 Lay the top cloth and fastened with thumbstacks at the edge of the table.
  Pull the cloth adequately to strengthen the surface.
 Get the center front of the table and fold the skirting cloth to the center to get the middle.
 Start fastening the cloth with pins at the center with the middle half of the cloth.
 Apply various design.

Skirting Styles

 Butterfly
 Diamond
 Pleats
 Box

Centerpiece and Flower Arrangement Styles

 The center pieces are the finishing touches that are essential to the overall harmony,
appearance and beauty of the table set up or table setting.
 Flower arrangements are more pleasing to the eye when their outline creates a geometric
pattern.
 A centerpiece makes the dining area or table seem warm and inviting.

Essential tools and materials required in centerpiece making:

1. Scissors
2. Sharp knife/cutter
3. Wire-cutting scissors
4. Floral wire
5. Chicken wire
6. Floral foam
7. Floral vase/basket
8. Flowers, ferns, decorative leaves
9. Dried ornamental/decorative sticks/drift woods
10. Aluminum foil
11. BBQ stick

Rules in Centerpiece Making

 Keep them low so people can see and converse across the table.
 Centerpieces need not be always at the center.
 Decorations on buffet table/hotel lobby are larger and must be taller.
 Use candles after dusk, they should be burn above or below eye level.
 Suit centerpieces to the occasion.
 Always check for contrast as well as color harmony to achieve balance and coordination
between table appointments and centerpieces.
  Centerpieces in dining tables, except in the presidential table, either low or very high depending
on the type of flower vases.

Different Types of Floral Design

 Horizontal style
 Vertical style
 Crescent style
 Minimal style
 Lazy “s” Hogarthian style
 “L” Shape or Right Triangle style
 Fan shape
 Round style
 Triangular or equilateral style
 Oval style
LESSON V

PROVIDE ROOM SERVICE

Sequence of Room Service/in Room dining

1. Take and process room service order

1. Check first the availability of all breakfast menus including the types of 3 in 1 coffee, marmalade
and juices and the conditions of all service wares and equipment.
2. Prepare the 2 pcs. order slip with carbon, menu list and pen
3. Take the call: (room service) and suggestive selling
4. List down all the name, room number of the guest, date, ordered food and your name with
signature
5. Details of orders are clarified, repeated and checked with guest accuracy
6. Guest are advised of approximate time of delivery
7. Double check the mise-en-place and food and beverage order before they are delivered to the
guest.
8. Make sure the tray has a complete set-up, to include:
- Sidings, garnishing and accompaniments
- Cover for the food
- Water with glass cover
- Napkin and other requirements
- Bill wallet
- Cruet set
- Placemat
- Service appointments
 2. Knock gently or activate the buzzer when entering the room and announce “Room service”.
Never enter unless told to come in. introduce your name, mention you intention and ask if
you can come in.

3. Offer to set up and serve the food to the guest. Offer additional service (open the curtain, turn
on the television etc.)

ROOM SERVICE (Phraseology)

Answer the phone after 3 rings….

ROOM SERVICE STAFF: “Room service good morning! This is __________, How may I help you?”
GUEST: I would like to order breakfast
ROOM SERVICE STAFF: “yes, Before anything else ma’am/sir may I know your name and your room
number please?”
GUEST: I’m _________ from room ______.
ROOM SERVICE STAFF: ROOM SERVICE STAFF: “Thank you ma’am/sir for the selection of our
breakfast, we have American, Continental, and Filipino breakfast. What would you prefer Ma’am/Sir.”
GUEST: I want to order American breakfast
- Write down all the order in your official receipt
- Do a suggestive selling ( know the product that you are going to sell, be persuasive, use
sound reasoning and if possible, do not ask question that are answerable by YES or NO
ROOM SERVICE STAFF: “Ok sir for your American breakfast we have the following: Ham with sunny
side up egg and bacon with sunny side up egg. What would you prefer?”
GUEST: bacon with sunny side up egg
ROOM SERVICE STAFF: “what would you prefer to have in your bread sir/m’am, butter or
mayonnaise?”
GUEST: butter
ROOM SERVICE STAFF: “ok ma’am/sir, and for your fresh fruit, we have orange, mango and apple,
what would you prefer?”
GUEST: mango
ROOM SERVICE STAFF: “ok ma’am/sir, for your juice we have orange, pineapple juice, iced tea, what
would you prefer?”
GUEST: iced tea
ROOM SERVICE STAFF: “ok ma’am/sir, would you like to have brewed coffee sir? ”
if yes ask the guest if he/she wants to have a sugar and creamer.
ROOM SERVICE STAFF: “sir/ma’am you have already a complete set of american breakfast, is there
anything else? If none, “ May I repeat your order ma’am/sir, you have ordered, bacon with sunny side
up , bread with mayonnaise, mango fruit, iced tea and brewed coffee with sugar and creamer, did I
take it all correct sir?”
GUEST: yes
ROOM SERVICE STAFF: “Ma’am/sir may I know if your order is good for how may persons?
GUEST: Good for 1 persons
ROOM SERVICE STAFF: “ok sir, anyway how would you like to settle your bill sir/ma’am, cash, credit
card or charge to your room?”
GUEST: I’ll settle it in cash
ROOM SERVICE STAFF: “ok Ma’am/sir your bill is Php 350, may I know how much your cash for me to
bring on your change”
GUEST: I have Php 500
ROOM SERVICE STAFF: “ok sir/ma’am your orders will be served at room ______ after 30 minutes.
Please feel free to call the room service if you have any additional order. Thank you for calling and
have a nice day”

*LINK KITCHEN (press the bell once and mention the orders)

ROOM SERVICE STAFF: “Good morning Chef! For room ______ (mention the order and quantity) Thank
you chef!”
* Assemble foods at the tray, and then deliver to guest’s room.
- Wipe and sanitize the tray using spray gun and clean wiping cloth
- Wash hands for at least 20 seconds with soap and running water
- Sanitize all the service ware
- Set up the tray with the ff. (heavy items at the center)
 Cruet set
 Napkin holder with napkin
 Table napkin
 Pitcher with cover filled with water wrapped with white table napkin (3’oclock or
5’ocklock position)
 Empty water goblet with coaster (free from dirt and water marks)
 Rectangular Service Tray
 Bill wallet
 Flat wares (inside the table napkin)
 Guest orders with food cover
 Fruit with food cover
 Tea/coffee pot 3 o’clock or 5 o’cklock position
 Cup 9 o’clock position (close service)
 Placemat

*Knock 3 times and sound off ROOM SERVICE. Repeat 3x. Once the door is opened, greet guest:

ROOM SERVICE STAFF: “Good morning ma’am/sir, I am ________________ and here is your room
service order, May I come in?”
GUEST: Yes, you may get inside
*Once inside the room, leave the door slightly open
ROOM SERVICE STAFF: “Excuse me ma’am/sir, where would you like me to set up your food
sir/ma’am? Shall I leave it on the tray or you want it to be set up in the table?
GUEST: On the table please
ROOM SERVICE STAFF: “Ok ma’am sir. May I use your lavatory to sanitize my hand?”
 Check first the condition of the table and other chair
 Set-up the orders on the table: do not remove the food cover
ROOM SERVICE STAFF: “excuse me Ma’am/sir may I present to you your order.(mention the ordered
food and)”

*After presenting the food offer additional service

ROOM SERVICE STAFF: “if you are ready to eat, shall I serve your food? Shall I serve you coffee/tea?
Would you like me to open the curtain to brighten up the room? Would you like me to turn on the
television? Is there anything else ma’am/sir?
*If nothing else present the bill
ROOM SERVICE STAFF: “Ma’am/sir may I present your bill now?”
GUEST: Yes please
ROOM SERVICE STAFF: “excuse me sir/ma’am here is your bill.”
“sir/ma’am I received ____________, and here is you change.
“Ma’am/sir, Kindly sign the receipt. Ma’am/Sir here’s the copy
of your receipt (Original Copy)
*BIDDING GOODBYE
ROOM SERVICE STAFF: “ma’am/sir is there anything else you want me to do? If you need any
assistance like bussing out just dial 1 room service. Thank you very much, and enjoy your meal and
have a nice day”

RUSSIAN SERVICE (PLATTER SERVICE) w/ ashtray, regular cup and saucer

FRENCH SERVICE (GUERIDON SERVICE) w/ ashtray, demitasse cup and saucer
***21-26 table appointments
Sequence of Restaurant Service:
1. Taking table reservation through telephone
2. Welcoming and greeting the guest
3. Seating the Guest
4. Presenting the menu (confirm if guest they have reserve a set menu)
5. Serve water, Ask the guest they want to remove the ashtray and serve the bread and butter
6. Taking food and beverage order and repeat order
7. Link in the kitchen.
8. Table adjustment
9. Serving orders
10. Bussing and crumbling table
11. Preparing and presenting the bill
12. Changing of table cloth in front of the guest
13. Bidding goodbye

SEQUENCE OF FOOD SERVICE:

1. Bread and butter
2. Soup
3. Salad
4. White Wine
5. Entrée (white meat)
6. Red wine
6. Entrée (red meat)
7. Dessert Wine
8. Dessert
9. Hot beverage

RUSSIAN AND FRENCH SERVICE (Phraseology)

Taking Table Reservation through Telephone.

***same script.. Page 2

Welcoming, greeting and Seating the guests

Wait staff: Good morning Ma’am! Welcome to SAC Restaurant. I am _______________________

(name) your service staff for today. Do you have any reservation?
Guest: Yes
Wait Staff: Ma’am/Sir under what name is your reservation?”
Guest: clydie Joy Alfonga
Wait Staff: "Excuse me for a while sir I will just check our reservation book”

Open the your reservation book/computer and check the name of the guest to confirm the
reservation :

Wait Staff: “okay Ma’am Clyde, we have prepared a special table for you. This way please” *outreach
hand to the table.

*If none, ask how many are they, suggest a table, outreach hand and lead them to the table. (extend
your right hand directing the way if you are standing at the right side of the guest and left hand way if
you are standing at the left side of the guest.) Pull the chair and let the guest sit. When the guest is
seated present, present the menu list at the left side. Excuse yourself then ask the guest if she/he is
ready to order the food.

Present the menu card or menu book

Wait Staff: Excuse me ma’am/sir here’s the menu list for your food and beverage selection”
*Present the menu card at the left side of the guest.
After presenting the menu card pick the table napkin from the left side and excuse
yourself and lay it on the lap of the guest at the right side and say:
Wait Staff: “Excuse me Ma’am, would you allow me to unfold your table napkin on your lap?
*Place the napkin on the guest lap. If the guest says NO, just place the napkin on the left side of the
guest table.
Guest: Thank you
Wait Staff: “I will leave you for a while, I will just fill up your water goblet” (Get a pitcher with water
and white table napkin. Fill the goblet with water ¾ full). Return the water pitcher and return to the
guest table.
Wait Staff: “Ma’am/sir would you like to have our complimentary bread while choosing your food?
“Sir would you like me to remove the ashtray”
*If yes, serve bread and butter with butter spreader at the left side using food tong.
Return the pitcher to the kitchen and serve bread and butter. Serve the butter first and present the
bread.
Prepare the order slip with carbon and pen. Go back to the guest table, excuse yourself again and ask if
the guest is ready to order.
Wait Staff: “Excuse me Ma’am/sir, may I take your orders now? *If the guest says yes stand at the
right side ready the pen and order slip.
SUGGEST: (refer to your menu book)
For set 1 : _________
For set 2 : _________
*After talking all the food order of the guest repeat the food order.

Wait Staff: “Ma’am clyde you’ve ordered the following, set ______ ______________,
________________ _,____________________. Did I take all your orders correct ma’am sir? May I
borrow the menu list sir/ma’am? Ma’am kindly wait for 15 minutes for your food to be served,?
Ma’am may borrow the menu card.. Excuse me for a while”

*Link all the orders at the kitchen. Press the bell once and announce food order of the guest

Wait Staff: “Chef we have _______, ________,________ (menu/order)for table _____ please.

*Table Adjustment: Remove all unnecessary service wares to the guest table which are not intended for
the meal of the guest starting from left side going to the right side of the guest. Collect and Wipe all
utensils to be set up to the guest table, according to food order of the guest. Use tray when carrying
additional items for the set up

SERVING THE FOOD ORDER

*Serve food and beverages are served at the right side of the guest using the right hand of the wait staff
and holding the tray at the left hand. Use rectangular tray
Serve bread and butter at the left side of the guest using food service gear

*SOUP: before serving the soup be sure to ask an excuse to the guest. Then serve the soup carrying
the soup tureen with the soup underlined by a plate. Serve soup using soup ladle. *serving soup should
not exceed in 3 scoops

Wait Staff: “excuse me Ma’am Clyde here is your cream of mushroom soup”

“Enjoy your soup ma’am.” “Excuse me”

Wait Staff: when done eating “excuse me Ma’am sir are you done with your ______? May I remove the
plates now?”
Ask the guest about the food, if it is good or delicious

**SALAD: Serve salad after bussing out the soiled dishes use for soup

Wait Staff: “excuse me Ma’am Clyde here is your ___________________ salad”

“Enjoy your salad ma’am.” “Excuse me”
Wait Staff: when done eating “excuse me Ma’am sir are you done with your ______? May I remove the
plates now?”
Ask the guest about the food, if it is good or delicious

**WHITE WINE: Present and pour wine according to proper procedure

Serve white wine after bussing out the soiled dishes use for salad

Wait Staff: “excuse me Ma’am Clyde here is your chardonnay white wine, with 12% volume alcohol,
750 ml, product of USA. Enjoy your white wine ma’am”

**ENTRÉE (white meat): Serve the main course after serving the red wine. Serve entrée using
Service gear

Wait Staff: “excuse me Ma’am Clyde here is your ____________________. Enjoy your meal ma’am”

**RED WINE: Present and pour wine according to proper procedure

Serve RED wine after bussing out the soiled dishes use for salad

Wait Staff: “Excuse me here is Carlo Rossi red wine 12% volume alcohol, 750ml, product of USA,
Vintage of 2008. Enjoy your red wine ma’am/ sir.” “Excuse me”

MAIN COURSE (Red meat): Serve the main course after serving the red wine. Serve entrée using
service gear
Wait Staff: “excuse me Ma’am Clyde here is your ____________________. Enjoy your meal ma’am”

**DESSERT WINE: Serve the dessert wine after bussing out soiled dishes used in main course including
show plate and bread and butter. After bussing out, be sure to crumb the table before serving the
dessert wine.

Wait Staff: “Excuse me here is your May sparkling wine a non - alcoholic wine, 750ml, product of
Belgium. Enjoy your sparkling wine ma’am.” “Excuse me”

**Dessert: Serve the main course after serving the dessert wine.

Wait Staff: “Excuse me ma’am/sir, here is your mocha chiffon cake.”

**Hot Drinks: Serve hot drinks after bussing out soiled dishes used for dessert.
Serve it along with the dessert if guest request for it. Place the cup and saucer first at the right side of
the guest followed by the cream and sugar (if Russian service),
(use demitasse cup for French service) be sure that the cup is turned upside down with the ear at 3 or 9
o’clock position. Stand at the right side of the guest and simply say:

Wait Staff: “Excuse me ma’am/sir, here is your coffee.”

Turn the cup open going to 5 o’clock position and pour in hot water (for Russian service)
Turn the cup open going to 5 o’clock position and serve espresso (for French service)
Wait Staff: “Enjoy your coffee ma’am/sir.” “Excuse me.”
Guest: Thank you

*Wait till the guest ask for their bill, settle to the cashier, review the bill then place it in a bill tray and
give it to the guest.
*Present the bill closed if book type and turn the receipt upside down if bill folder is used. Be sure to
check all items ordered have been priced.

Wait Staff: “excuse me Ma’am sir here is your bill. How would you like to be settled? In cash or credit
card?”
Guest: I will pay it in __________.

*step backward at least 1 meter away from the guest. Let the guest have the privacy when counting or
picking his/her money. Wait for the signal of the guest before taking the bill folder.
*After settling the bill, Remove the carbon paper and let the guest sign 2 copies and give the original
copy.

CASH WITHOUT CHANGE:

“Ma’am/sir, I received ________ and your bill is _______. Kindly sign the receipt. Ma’am/Sir here’s the
copy of your receipt (Original Copy)

CASH WITH CHANGE:

“Ma’am/sir, I received ________ and your bill is _______. Please wait for a while Ma’am/sir, I will be
back for your change.”
Change your bill your bill folder to change tray. “Kindly sign the receipt. Ma’am/Sir here’s the copy of
your receipt (Original Copy)

CREDIT CARD:
“Ma’am/sir, may I borrow your identification card and your credit card for verification”
Guest: okay
Wait staff: “thank you ma’am/sir. Please wait for a while; I will just verify your credit card”
VERIFY THE CREDIT CARD.
(waiter to the cashier): “Cashier I would like to verify the credit card of the guest in table# _____ pls.
Thank you.”
Wait staff: “Excuse me ma’am/sir here’s your credit card and identification card. Kindly sign the
receipt. Ma’am/Sir here’s the copy of your receipt (Original Copy)”

BIDDING GOODBYE:
Wait staff: “Ma’am Clyde. Thank you for dining with us and it’s our pleasure to serve you. . Please
come again and have a nice day.”

*BUSSING OUT: buss out first the cruet set and table napkin, utensils, plates, glasses
- Water goblet is the last service ware to be removed from the table after the guest finished eating
his/her meal
- change the linen in front of the guest
- Arrange the kitchen before you leave
 POSSIBLE QUESTIONS FOR ORAL QUESTIONING

1. WHAT ARE THE PROCEDURES IN STACKING CHINAWARES AND SILVER WARES?

 Stack china wares using a DECOY SYSTEM- same kind and same sizes by 10.
 Stack silver wares in a compartment by 15 pcs with their handles down, using Decoy system.

2. GIVE AT LEAST 2 HYGIENIC SANITATION PRACTICES

 Check service station for cleanliness and possible pest infestation. Keep station neat, clean and
free of fowl odor.
 Always keep food covered when not serve immediately
 Service equipment like bowls, glasses, and cutleries must be handled properly.
 Food delivered for room service must be covered to avoid bacterial contamination
 Wash hands before starting to work and after using the rest room, handling animals and
handling utensils or equipment. Also wash hands after coughing, sneezing using a hand kerchief,
tobacco, eating or drinking. Keep your hands away from your hair, scalp and face.
 The thumb should be kept away from the plate to avoid touching the meat or dish.

3. WHAT ARE THE TYPES OF CHEMICAL CLEANING AGENT AND THEIR USAGE?
 CHLORINE/ZONROX-disinfectant

4. WHAT IS THE STEPS IN CHECKING SERVICE EQUIPMENT CONDITION?

 Check tables and chairs for their condition. Damaged and shaky ones should be replaced.

5. WHAT ARE THE DUTIES & RESPONSIBILITIES OF A WAITER

 Takes and serves food & beverage order according to prescribed standards of service
 Looks after necessary preparation before the start of operation:
a. Wipes/prepares the necessary containers, hollowware’s, napkins, tray, cutleries and
other supplies.
b. Refills salt & pepper shakers and other condiments.
c. Checks and re-stocks service station and sees to it that the par stock is maintained.
d. Sets-up the table and installs required facilities.
e. Studies the menu and familiarizes himself with the outlet’s specialties as well as out of
stock items and undertakes suggestive selling.
f. Assists in welcoming and setting the guest
g. Attends to the settlement of the bill of guest
h. Attends to guest inquires, requests and complaints
i. Assists in clearing soiled dishes, dirt and trash

6. WHAT ARE THE SOP TO BE FOLLOWED WHEN HANDLING EQUIPMENT

 Handle clean dishes by the rims, glasses by their bases and silverwares by the handles
7. WHAT ARE THE PROPER WAYS OF CLEANING AND WASHING KITCHEN WARES AND SERVICE
AREAS?
 Service equipment should be washed separately from the kitchen wares. The usual steps are 1 st
clean it with water then wash with soap, rinsed and sanitized in a chlorine solution or hot water
if there is then wipe dry and store in their proper places.
  Service areas should be sanitized with chlorine/zonrox and wipe dry.
8. WHAT IS THE CORRECT SEQUENCE OF FOOD SERVICE?
 Appetizer, soup salad, main course, dessert and beverage

9. GIVE TWO TYPES OF FOOD SERVICE AND EXPLAIN?

Answer:
AMERICAN SERVICE
- called plate service/pre-plated service because food is already arranged in individual plates
at the kitchen, ready to be served to guest.
 This is deal in coffee shop where is a need for fast service
 Usually done for a la carte orders good for one serving.
RUSSIAN SERVICE
- called spoon and fork service or platter service.
- food is pre-arranged in a platter with enough servings for one table; the waiter dishes it out
using a silver spoon and fork for the platter to the individual plates of the guest at the left
side moving counter clockwise
FRENCH SERVICE
- called a gueridon service or table side service.
- The food is partially prepared and pre-cut at the kitchen and completed in a gueridon trolley at the side
of the
guests table usually with showmanship
- The most elegant and entertaining as well as the most expensive type of service

BUFFET SEERVICE
- self-service, where guests have to line up to get their food in a buffet table.
- Foods are classified and arranged in sequence form cold to hot dishes and desserts.
- Banquet Service - for group of persons and with fixed price
- · Family Service - food are prepared in the kitchen, placed in a platter and served in a platter on
the table.
- · English Service - private dinner with fine dining set-up and typically with wine service
- · Luriat Service - plate of food complete with rice, meat, vegetable and dessert/ plate with
complete meal
- · Apartment or Blue Plate Service - similar to family Service with difference in location as it is
held in an apartment
- · Tray Service - food is served with the use of a tray

10. WHAT MUST ALWAYS BE CONSIDERED WHEN GIVING SUGGESTIVE SELLING? WHY?
Know your product, anticipate customer’s need, and tell customer what is available. Suggests
restaurant specialties, if he/she is dieting suggest those with low-calories content, if he/she is in hurry
suggest readily available items.
11. HOW DO YOU WELCOME GUEST TO DINING ROOM
Greet the costumer immediately with a smile and make an eye contact. Introduce the establishment and
yourself and Escort the guests to the table and draw out chairs- ladies first.
12. HOW DO YOU PRESENT FOOD & BEVERAGE MENU TO GUESTS?
Excuse yourself and ask the guest if they are ready to order the food. Hand menu (opened) to each
guest ladies 1st, then gentlemen, finally the host.
13. WHAT IS PROPER WAY OF TAKING ORDERS TO GUESTS?
After giving the menu approach guests table, stand at the right side. Present the menu and take the food
order, push the sale of your menu, write all in an order slip. Repeat the order to the guests. Get the
menu book, thank the guests and leave the table.

14. WHICH PART O OF THE HOTEL THE SERVICE PANTRY ROOM IS LOCATED?
a. Kitchen
15. WHAT ARE THE THINGS YOU NEED IN PREPARING F&B FOR SERVICE?
a. All service equipment, service areas, and dining areas
16. CAN YOU ELABORATE WHAT ARE THE TYPES OF MEAL FUNCTIONS IN THE ROOM SERVICE?
a. American, continental and family style of food service
17. GIVE 2 EX. OF A SELLING TECHNIQUE?
a. One way of increasing sales is to push for items that best complement a food ordered.
Wines are designed to complement a dish. White wine goes well with white meat and
red wine with red meat.
b. Enhance merchandising by mentioning the special qualities of the dish.
Ex.
BEVERAGE:
 Refreshing
 Nutritious and refreshing fruit juice
 Fascinating drink of the month
APPETIZERS
 Fresh & appetizing kilawin
 Tender beef tapa
 Crispy fried hot chicken wings
 Spicy gambas or shrimp cocktail
SOUP
 Hot steaming soup
 Hot creamy mushroom soup
SALAD
 Tossed, green or crispy salad
 Fresh & nutritious coleslaw

MAIN COURSE
 Fresh seafoods
 Hot & spicy kaldereta
 Most salable dish-bicol express
 Tender & juicy sirloin, grilled to your liking
DESSERT
 Creamy fruit salad
 Delicious ice cream
 Native delicacy-leche flan

18. HOW WILL YOU ENTER THE GUESTS ROOM

Answer:
o Knock 3 times then, announce room service. When the guest open the room. Greet with a smile,
introduce yourself and ask permission to enter the room.
OTHER QUESTIONS:

19. GIVE THE 3 S IN BUSSING

Answer:
o Scrape left over items, Segregate and stack according to size and uses.

20. WHY SELLING TECHNIQUE IS IMPORTANT?

Answer:
o To increase the sales of the establishment and to satisfy guests with staff service.

21. What is 3 Bucket Method?

· Washing
· Rinsing
· Sanitizing

22. What is 3S?

· Scrape
· Segregate
· Stack

23. How do you handle guest complaint?

H- hear (listen and identify complaint)
E - Empathize
A- Apologize
R - Respond (inform supervisor)
T - Take action

24. What are the common factors that need to be considered in putting up you own restaurant?
· Capital/ Budget
· Location
· Target Market
· Competitors
· Manning - quality, trained staff
· Knowledgeable about the Business
· Food Costing
· Safety and Sanitation of the Area
· Requirements & Permits
· Equipment
· Product/ Source of Ingredients
· Product Development

25. Cite examples of the different areas of the restaurant. Tell something about the area.
· Cashier's Area
· Dining Area - where guests are seated to eat,
· Dishwashing Area - where cutleries, dishes and other equipment are washed, rinsed and sanitized. It is
placed inside the kitchen
· Food Preparation Area - aka kitchen
· Dispatching Area
· Bar Counter
· Food Display Counter
· Service Station or Side Stand

26. What is restaurant? Types of restaurant.

· Fine Dining
· Coffee shop
· Industrial, Student Canteen/ Cafeteria

27. What are the things needed in preparing the table for service?
· China
· Glasses
· Cloth
· Cutleries

28. What are the considerations when preparing the table for service?
· Check equipment, check the table and then sanitize the table.

29. How do you sanitize your hands?

· Wash hands for 20 sec with sanitizer/ soap and water
· Wash up to your elbow
· Rinse hand thoroughly
· Dry hands using single service towel or paper towels

30. What are the qualification(s) of a good food service attendant?

· Service-oriented, meaning you are knowledgeable of your job roles and functions.

31. How do you check condition of the table (and utensils) prior to service?
· Actual checking
· Types of Kitchen
· Cold - Salad, Dessert
· Hot - Entrée, Soup, Appetizer

TIPS IN RESTAURANT SERVICE

1. Check table, chair and utensils and other items for cracks, chips and stains through actual checking.
2. All forks are placed on the left side, except for the cocktail fork.
3. Pull out unneeded cutleries and china and set-up the needed base on the order of the guest.
4. When guests are already seated, approach the table within 30 seconds.
5. If tied up with other guest, approach and tell the guest you'll get to them in a few seconds.
6. Maintain positive attitude:
a. Friendly but not familiar
b. No handshake, no pat on the back
c. Do not stare
7. Be calm, relaxed and focused on guest.
8. Keep voice on comfortable level, speak slowly.
9. Offer appealing suggestion or suggestive selling before, while and after dinner.
10. Describe menu to guest. Use words such as fresh, fluffy, hand whipped, light, popular, delicious,
tender, juicy, and homemade
11. When taking the order, use code (1, 2, 3, 4) if guest are many.

12. When taking order of group, move around the table.

13. Do not talk over guest.
14. Repeat order, if not sure.
15. Take menu when leaving.
16. Do not touch the napkin or any other item, when still asking for permission.
17. Transfer food ASAP
18. When presenting the check/ bill, never assume and never ask who is paying. Put the check on the
table face down. For 2 or more guests, place check in the middle of the table.
19. Do not cross median when placing utensils and order of the guest.
20. For complaints, use your H-E-A-R-T! (Hear, empathize, apologize, respond, take action)
21. Dispose leftover following the 3S (Scrape, Segregate, Stack)

32. When clearing the dining area start with the cruet set, then silverwares, chinaware and finally
the water goblet.

33. When stocking:

· Biggest to smallest
· Do not stock too high
· By 10s only

34. When cutleries are touched in critical area, replace and apologize to the guest.

35. When guest ordered 2 salad/ soup/ appetizer/ entrée/ beverage/ dessert, ask the guest which
one do they prefer to be served first.

36. When serving the food/ beverage, mention the name of the food/ beverage.

37. Critical Mistakes in FBS:

· Failing to Link
· Serving the wrong food
· Wrong cutlery set up
· Failing to repeat order
· No suggestive selling
· Forgetting to give copy of receipt to guest
· When cutleries are touched in critical area, replace and apologize to the guest.

38. Right side of the guest:

· Beverages
· Dishing out
· Presentation of the Bill
· Delivery of food

39. Left side of the guest:

· Presentation of menu list (hold menu list with left hand with the menu facing out)
· Taking orders

40. Avoid transferring tray from one hand to the other to avoid accidents.

41. On Fine Dining, when guest did not order for soup nor salad get the table napkin and place on
the left side of the guest and dish out the show plate.

42. On suggestive selling, start w/ main dish especially if asked "what is your specialty?"

43. Colored teapot - for black coffee

White teapot - for hot water

44. Dishing out, 3x only:

· Cruet set
· Plates and cutleries
· Water goblet

45. Mise-en-place in 5 minutes only

· During set-up/ mise-en-place, 4 deliveries only:
· Cruet set
· Cutleries and bread plate (6 pcs)
· Show plate and folded napkin
· Water goblet

46. In room service, do not give copy of receipt if guest paid using 'charged to room". Just let the
guest sign the receipt.
47. In room service, if guest ordered for bread place the butter spreader next to the dinner fork.
48. In suggestive selling (room service), do not ask questions answerable by "yes" or "no."
e.g. We serve fresh fruits like orange, apple, mango.
· In room service:
· Suggestive selling
· Additional request
· Good for how many…. then repeat order
 49. When wiping table, counter clockwise direction.

50. In Fine Dining, when guest have no reservation and paid thru signing privilege do not forget to
get the name of the guest and the name of the company and its address. Verify at the counter.

51. In fine dining, when guest ordered for additional rice place it in the bread plate and place on the
bread plate position.

52. Leave on the trolley, place the food and beverage according to proper clocking.

Table Skirting

Tips:
· Be playful with colors. Careful some colors do not go well.
· Communicate with your supervisor, caterer and clients.
· Cater or follow your guest specifications and wants.
· Typically, the presidential and buffet table are the only table with skirting.

Types of Services

Banquet Service
• For group of person
• Fixed price
• e.g. typical function

Family Service
• Food are prepared in the kitchen and served in platter in the table
• Started by head of the family

English Service
• Private dinner
• Typical private dinner
• Fine dining set-up
• w/ Wine service

Luriat Service
• A plate with rice, meat, vegetable & dessert
• Big plate with complete meal

Apartment/ Blue Plate Service

• Similar with family service, difference is location
• Located in apartment

Types of Menu

1. A la Carte - Specific Menu w/ specific price

2. Table d' Hote - combo meal/ set meal

Classes of Menu
1. Special party - e.g. weddings, baptismal
2. Cycle - preparation of food is combination of lunch and dinner

Menu Functions
1. Breakfast
2. Morning/ A.M. Snack
3. Brunch (Breakfast + Lunch)
4. Lunch
5. Afternoon/ P.M. Snack (2 - 3 P.M.)
6. Merienda Cena (5 P.M.)
7. Dinner
8. Midnight Snack

Food Sequence

1. Appetizer
2. Soup
3. Salad
4. Main Course/ Entrée
5. Dessert
6. Beverages

Silverwares:

SPOONS
• Sugar spoon - a piece of cutlery used for serving granulated sugar. This type of spoon resembles a
teaspoon except that the bowl is deeper and often molded in the shape of a sea shell, giving it the name
sugar shell. Sugar spoons are sometimes called "sugar shovels" because of their rectangular shape and
deep bowl.

· Ice Cream Spoon

• Dessert spoon — intermediate in size between a teaspoon and a tablespoon, used in eating dessert
and sometimes soup or cereals.

• Teaspoon — small, suitable for stirring and sipping tea or coffee, standard capacity one third of a
tablespoon. Examples:
o Grapefruit spoon or orange spoon — tapers to a sharp point or teeth, used for citrus fruits and melons
o iced tea spoon/ Long tea spoon — with a very long handle

• Soup spoon — with a large or rounded bowl for eating soup. Example:
o cream-soup spoon — round-bowled, slightly shorter than a standard soup spoon
• Dinner spoon
• Table spoon

Silverware: Forks
· Cocktail fork - A small fork resembling a trident, used for spearing cocktail garnishes such as olives.
· Cake fork

· Tea fork

· Escargot - or snail fork is a two-pronged small fork used to eat escargot or snails, a French delicacy.
· Dessert fork - a fork used for eating certain desserts, usually somewhat smaller than a dinner fork.
· Fish fork
· Salad fork - Similar to a regular fork, but may be shorter, or have one of the outer tines shaped
differently.
· Dinner fork
· Table fork

Silverwares: Knives

· Bread and butter spreader

· Salad knife
· Dinner knife
· Cocktail / Fish knife

Types of Chinaware According to Material Used

1. Melamine (Plastic)
2. Ceramic (Clay)
3. Porcelain
4. Transparent Glass
Chinaware

Show Plate/ Underliner - 11 - 12 inches in diameter, underline for starters

Dinner Plate - 11 inches in diameter, for main course like steaks, Continental/ American breakfast,
plated foods
Soup bowl - 9 - 10 inches in diameter, container for cream soup, (used for thick soup with underliner)
Fish Plate - 9 inches in diameter for fish appetizers like smoked salmon, tanguigue, chef plate, sushi,
sashimi and etc.
Salad Plate and Salad Bowl - 8-8.5 inches in diameter, container/underliner for vegetable or fruit salad
Dessert Plate - 6.5 - 7 inches
Bread Plate - 7.5 inches in diameter for bread and butter served on the side of the cover
· Bouillon or Consomme Cup - container for clear soup like beef consomme, clear vegetable soup and
etc., (used for serving clear soup e.g. sinigang)
Sauce Boat
Monkey Dish - container for sauces like gravy, tempura sauce, etc. and SOY DISH for kikkoman/ soy
sauce, calamansi, pati, vinegar (for serving dipping sauce/ sawsawan)
Demitasse saucer and cup - 4 inches in diameter, underline for demitasse cup, usually used for
caféespresso and hot chocolate
Cup
Saucer - 6 inches in diameter, used for coffee underliner, maybe used also for dessert
Cereal Bowl - container for cereals like arroz caldo, oats and etc.
Cruet Set* - vase with salt and pepper shaker
Bell*
Egg cup holder* - for containing hard boiled eggs
Tea Ball*
Coaster - stainless is used as cover and wood or plastic as underliner*
Napkin*
Food Cover*
Bill Holder*
Oval Plate
Pitcher - either stainless or glass, when used to serve water it should have a napkin*
Teapot
Coffee Pot - bigger than the teapot

Types of Glasses

Tumbler
Footed
Stem - For serving wine and cocktails. They all have a long stem that you hold to drink the liquid inside
so that the temperature of your hand on the bowl of the glass won’t warm or affect the temperature of
the drink. These include:
1. Champagne flute glasses. This type of drink glass has a long stem and a long narrow bowl.
2. Cocktail glass. This is often called a martini glass. The bowl is triangular in shape so that it almost
forms a right angle from the tip of the cone to the cross section of the bowl.
3. Sherry glass. This drink glass has a stem for holding but the bowl of the glass is rounder and larger
than the typical types of stemware. The standard size is one that holds about 4 ounces of sherry or wine.
4. Snifter. This is a balloon shape wine glass in which the bowl is narrower at the top than at the
bottom. It is mostly used for serving brandy.

Mug
Glasses
Water Goblet/ Banquet Goblet

Red wine glass

A clear, thin, stemmed glass with a round bowl tapering inward at the rim.
Typical Size: 8 oz.

Champagne flute
This tulip shaped glass is designed to show off the waltzing bubbles of the wine as they brush against the
side of the glass and spread out into a sparkling mousse.
Typical Size: 6 oz.

White wine glass

A clear, thin, stemmed glass with an elongated oval bowl tapering inward at the rim.
Typical Size: 12.5 oz.

Highball glass
A straight-sided glass, often an elegant way to serve many types of mixed drinks, like those served on
the rocks, shots, and mixer combined liquor drinks (ie. gin and tonic).
Typical Size: 8-12 oz.

Collins glass
Shaped similarly to a highball glass, only taller, the collins glass was originally used for the line of collins
gin drinks, and is now also commonly used for soft drinks, alcoholic juice, and tropical/exotic juices such
as Mai Tai's.
Typical Size: 14 oz.

Coffee mug
The traditional mug used for hot coffee.
Typical Size: 12-16 oz.

Types of Beverages
A. Non-Alcoholic:
1. Water
2. Juice
3. Coffee
4. Tea

B. Alcoholic
· Spirits

Napkin Folds
1. Birds of paradise
2. Pyramid
3. Bishops hat
4. Rose bud
5. Sail
6. Slide
7. Crown
8. Mexican fan or standing fan
9. Goblet fan
10. Candle

Basic Set-Up Skills

1. Polishing silverware
· Moist linen
· Do not leave finger print

2. Placing silver/ utensils

· Hold silverwares on the sides with thumb and index finger supported in the middle by the
middle finger

· Napkin Folding

· Water Serving
· 3/4s of goblet only, about an inch from the rim

· Food Placement:
 Serving Food:
Order of Service:
a. Women served first, oldest to youngest
b. Men served next, oldest to youngest
c. Serve food counterclockwise using left hand and on left side of guest
d. Serve beverage clockwise using right hand on the right side of the guest

Placement of Glasses

DRINKS AND SODAS:

Use the following adjective to sell beverage
1. A refreshing drink of the month > Delicious and nutritious
2. Thirst quencher > Fresh >Ice cold

PINEAPPLE JUICE ORANGE JUICE ICED TEA

APPETIZER= escargot fork/appetizer fork= right side

SOUP=soup spoon=right side
SALAD =salad knife & salad fork (salad knife=right side and Salad fork=left side)
MAIN COURSE=with rice
=dinner knife =right side
Dinner fork = left side
DESSERT=UPPER TO SET UP
CHOCOLATE CAKE =dessert fork=handle left side
LECHE FLAN =dessert spoon=handle right side
BEVERAGE
WATER GOBLET=1/2inch on top of dinner knife
JUICES=next to goblet in slanting position
COFFEE=right side-close service 9:00 O’clock position of the handle if close service and 3-4
o’clock if open service
=teaspoon lay down on the right side if last to be served.

ROOM SERVICE

AMERICAN BREAKFAST -right= dinner knife

-left=dinner fork
CONTINENTAL BREAKFAST - Right=dinner knife
-left-dinner fork
FILIPINO BREAKFAST -right=dinner knife, dinner spoon
- Left=dinner fork
FRUITS= - dessert fork=top of dinner plate, handle left side and Dessert spoon =top of dinner
plate, handle right
side
BREAD= - butter spreader=top of fork, handle right side vertical if square table and horizontal if
round table

 Flower vase
 Condiments-salt & pepper
 Dessert fork
 Dessert spoon
 Water goblet
 Dinner knife
 Bread plate
 Butter spreader
 Dinner fork
 Serviette (table napkin)

DEVELOP AND UPDATE FOOD & BEVERAGE KNOWLEDGE

1.86s a kitchen code which means out of order or the food is not available
2. Air dry is the proper way of drying dishes and service wares after coming from the dishwashing area.
3. Answer a phone call by:
-Answering it promptly and politely
-Greet and introduce yourself to the caller.
- Answer the call after 3 rings
4. Apple sauce is best paired with pork-based menu
5. Attitude of waiter/waitress must be
-Accommodating
-Friendly
 -Attentive
-Honest
6. Before entering a guest room
-Knock 3 times and say “room service”
-introduce yourself
7. Beluga is the most expensive caviar
8. Bouillon cup is used for clear soup paired with soup spoon
9. Cake server or Spatula is paired with cake.
10. Child is first to be serve during food service
11. Counting money is not allowed to do by the guest while queuing at the buffet Table
12. Demitasse is paired with teaspoon
13. Dishwashing machine is the equipment used to wash dishes & glasses and other service wares with
high
temperature.
14. Duties and responsibilities of a waiter/waitress:
-Provide food and beverage according to standard operating procedures
-Provide speedy service to the customer(s)
-Prepare mise-en-place according to correct standard table set-up
15. First step in checking service equipment condition: Check the stability of the Equipment
16. Floor polisher is used for polishing and scrubbing hard floors
17. Hors d’ oeuvre is a French word meaning appetizer.
18. Cold Temperature slows down the growth of bacteria at a temperature of 45F or below.
19. Manager is the first person to report to when the guest complaint about the service.
20. Morel is a variety of mushroom.
21. Pantry is located at the kitchen
22. Proper ways of cleaning and washing kitchen wares and service areas:
-Apply three bucket methods system. Wash, Clean, Sanitize
23. Proper ways of stacking china wares:
-Stock according to size and kind
-Stock from largest to smallest
-Do not stack to high but stock china wares by 10’s
24. Sabayon is a French dessert; Egg yolk is the main ingredients.
25. Salad fork is used for salad
26. Salt & Pepper are the first to be removed from the table when the guest has
finished eating.
27. Sanitary practices:
-Proper hand washing for at least 20 seconds.
-Proper dying utensils
-Covering of food when they are not yet served
-Food carrying trays should always be covered and kept clean even if they are not in use.

28. SCRAPPING, SEGREGATING, and STACKING are the 3S in restaurant dictionary

29. Selling techniques:
-Be KNOWLEDGEABLE about the product that you are going to sell.
-Be PERSUASIVE .Convince customer(s) with sound reasoning
30. Snail is used for escargot
31. Spatula or cake server for cake
32. Standard operating procedures are to be followed when handling equipment
33. Glasses-footed-hold at the base
34. Stem-hold at the stem
35. Cutleries and flat wares-hold at the end of the handle
36. Table napkins are placed at guest lap
38. Types of chemical solutions and their usage:
-Chlorine is used to sanitize the service areas.
-Dishwashing liquid is used to avoid food contamination and to minimize the growth of bacteria
-Disinfectant is used to disinfects service areas and all service equipment
39. Types of Food Service:
-American
Serve food at the left side of the guest and Serve drinks at the right
side of the guest
- French service
The most expensive and elegant type of service the food and beverage are served at the right
side of the guest
-Russian is a platter service
-Buffet Service
40. Types of kitchen are:
-Cold kitchen
- Hot kitchen
41. Things you need when preparing standard table set-up:
-China wares
-Cutleries
-Service plus
-Linens
-Glass wares
42. Wedding ring is the only allowed accessory/jewelry for a server
43. When guest arrived:
-Greet, smile and Lead/ accompany guests to their tables.

When giving suggestive selling we must consider the following factors:

-1st the QUALITY OF THE FOOD. To meet customer satisfaction and for the promotion of the product of
the restaurant as well.
-2nd is the AVAILABILITY OF THE FOOD. It increases the profit of the restaurant
-3rd is the PRICE. Affordability attracts customers. It encourages them tom try the product/food.

Collins Glass = 8 oz
Dessert Plate = 6” diameter
Dinner plate = 10” diameter
Fish plate = 8-8.5 diameter
Salad plate = 8” diameter
Saucer = 5- 5.5” diameter
Show plate = 12” diameter
Soup plate = 8.5-9”diameter
Water Goblet = ¾ full of water
Bread plate = 6” diameter