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Food & Beverage Services Module: High School NCII Prep
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MODULE I INSTITUTE OF SCIENCE &TECHNOLOGY FOOD AND BEVERAGE SERVICES Food and Beverage Services Page 1 Marlon T. Andaya INSTITUTE OF SCIENCE &TECHNOLOGY INTRODUCTION This module helps Home Economics student to gain knowledge, skills and desirable attitude in Food and Beverage Services that will lead them to National Certificate Level II (NCII). It serves as a guide in lieu of their Industry Immersion. This course is designed for a high school student to develop knowledge, skills, and attitude to perform the tasks required. It covers the core competencies of (1) prepare dining room/restaurant area for service; (2) welcome guests and take food and beverage orders; (3) promote food and beverage products; (4) provide food and beverage services to guest; (5) provide room service; and (6) receive and handle guest concerns. The preliminaries of this specialization course include the following: (1) core concepts in food and beverage services, (2) the relevance of the course, and (3) exploration of career opportunities as a Food Attendant or Chef de rang. The learners will demonstrate an understanding of the basic concepts and underlying theories in Food and Beverage Services. The learners shall be able to independently demonstrate the common competencies in Food and Beverage Services as prescribed by TESDA Training Regulations The learner will be able to independently demonstrate and explain the basic concepts in Food and Beverage Services to satisfy the needs of the customers/superior in delivering quality work based on industry standard. Quarter I LESSON 1: PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE (AS) The learner demonstrates understanding of concepts, and principles in preparing the dining room/restaurant area for service. The learner independently prepares the dining room/restaurant area for service ; demonstrate knowledge and skills of food and beverage service in relation to taking table reservations; demonstrates knowledge and skills in food and beverage service related to the preparation of service station and equipment; perform hygiene and sanitation in food and beverage handling; The learner demonstrates knowledge and skills in food and beverage service related to table setting, table skirting, and napkin folding in accordance with the proper procedures and guidelines; demonstrates knowledge and skills in food and beverage service related to setting the mood/ambiance of the dining area and demonstrates skills in the selection of appropriate type or style of table setting with character, and right color combinations for aesthetic considerations. Quarter II LESSON 2: WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS (GO) The learner demonstrates understanding of concepts and principles in welcoming guests and taking food and beverage orders. The learner demonstrates the proper way of receiving customers ; manifest prompt awareness to customers’ needs in terms of advanced service reservations, and respond positively to the to the workable terms and conditions as requested; demonstrate knowledge and skills in food and beverage service in relation to seating the guests 2. Communicate needs of customers to the service area with accuracy; demonstrates knowledge and skills in food and beverage service related to taking food and beverage orders; practice skills in responding to customers’ needs in terms of taking Food and Beverage Services Page 2 INSTITUTE OF SCIENCE &TECHNOLOGY down correct menus, and special food preparations as requested; respond effectively and efficiently to customers’ special requests’ that are within the bounds of the service guidelines of the establishment; demonstrates knowledge and skills in food and beverage service in relation to attending / monitoring kitchen and dining service points; and prepares schedule of menus to be served; perform strictly the sanitation and hygiene practices in dealing with guests, and in responding to their food and beverage service needs. Quarter III LESSON 3: PROMOTE FOOD AND BEVERAGE PRODUCTS (PP) The learner demonstrates understanding on promoting food and beverage products. The learner demonstrates knowledge and skills on how to promote food and beverage products: update oneself on the current food menus, and service trends; identify possible food sources based on acceptable cultural norms and wants; demonstrate appreciation for new trends in food and beverage service; demonstrate skills in responding to cultural food needs with variety and quality ; respond efficiently to customers’ query on foods and drinks with courtesy; demonstrates appreciation for new trends in food and beverage service; and demonstrates knowledge and skills in food and beverage service related to carrying out upselling strategies. LESSON 4: PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS (SG) The learner demonstrates understanding of concepts and principles in providing food and beverage services to guests in various types of dining venues and diverse styles of service. The learner demonstrates knowledge and skills on the proper way of giving food and beverage services to guests; prepare schedules of menus to be served; perform strictly the sanitation and hygiene practices in dealing with guests, and in responding to their food and beverage service needs; demonstrates the skills in proper food and beverage selection in handling guests with special needs; demonstrates skills in responding to cultural food needs with variety and quality; respond efficiently to customers’ query on food and drinks with courtesy. demonstrates skills in the different type or style of table setting with character, and right color combinations for aesthetic considerations; responds effectively and efficiently to customers’ special requests’ that are within the bounds of the service guidelines of the establishment; demonstrates wholesome personality in receiving customers; shows prompt attention to customers’ needs in terms of advanced service reservations ; show competence in making schedules of beverages to be prepared and served; demonstrates skills in serving beverage orders; communicates needs of customers to the service area with accuracy; follow strictly the sanitation and hygiene practices in dealing with guests, and in responding to their beverage service needs; performs the billing payment procedure with accuracy and efficiency; discusses positively with colleagues on some matters with reference to improvements in the kitchen shop organization, including equipment and furniture keeping after dining operation hours; shows skills in table setting appropriately in accordance with establishment standard procedure; and demonstrates skills in managing intoxicated persons. Food and Beverage Services Page 3 INSTITUTE OF SCIENCE &TECHNOLOGY Quarter IV LESSON 5: PROVIDE ROOM SERVICE (RS) The learner demonstrates understanding of concepts and principles in providing room service. The learner demonstrates the knowledge and skills in food and beverage service for the rooms and other related activities with appreciation and accuracy; demonstrates skills and knowledge in food and beverage service related to taking and processing room service orders; practice skills in responding to customers’ needs in terms of taking down correct menus, and special food preparations as requested; respond effectively and efficiently to customers’ special requests’ within the bounds of the service guidelines of the establishment; demonstrates the knowledge and skills in preparing food and beverage for service in accordance to the establishment standard with efficiency; demonstrates the knowledge and skills in the practice of food and beverage delivery to rooms efficiently with courtesy; demonstrates skills in presenting accounts to the clientele/customer within the appropriate time politely; demonstrates the skills in clearing out the service area of used equipment, utensils, leftovers, and materials efficiency and with happy disposition. LESSON 6: RECEIVE AND HANDLE GUEST CONCERNS (GC) The learner demonstrates understanding of concepts and principles in receiving and handling guest concerns. The learner demonstrates the knowledge and skills in receiving and handling guest concerns, and listening to customer’s complaints; demonstrates effective communication skills; demonstrates basic problem solving skills; and demonstrates skills in recording guest’s complaints. Food and Beverage Services Page 4 INSTITUTE OF SCIENCE &TECHNOLOGY PRE-TEST Multiple choice: Encircle the best answer from the choices given. 1. It is 12” in diameter, used as a presentation or show plate. It is not used for serving of foods. a. Cover/Place Plate c. Dinner plate b. Cereal bowl d. Luncheon plate/ breakfast plate 2. It is 10” in diameter for the main dish in each cover in formal dining. a. Dinner plate c. Cover/Place Plate b. Cereal bowl d. Luncheon plate/ breakfast plate 3. It is 6” in diameter. This is used for cereals, desserts, salad or rice. a. Cereal bowl c. Dinner plate b. Cover/Place Plate d. Luncheon plate/ breakfast plate 4. It is 9” to 9.5” in diameter. It is a multipurpose plate for daily dining. a. Luncheon/breakfast plate c. Dinner plate b. Cereal bowl d. Cover/Place Plate 5. It is 8” in diameter. It use for salads, usually for leafy salads. a. Salad plate c. Dinner plate b. Cereal bowl d. Cover/Place Plate 6. It is 6” in diameter. Used for serving desserts like cake and pudding. a. Dessert plate c. Dinner plate b. Cereal bowl d. Cover/Place Plate 7. About 4” in diameter. Used to placed bread and butter. a. Bread and Butter plate c. Dessert plate b. Cereal bowl d. Cover/Place Plate 8. A large plate use as service plate. It is used in family style service. a. Platter c. Bread and Butter plate b. Cereal bowl d. Cover/Place Plate 9. Used for serving pickles, dip and other sauces. a. Monkey dish c. Bread and Butter plate b. Platter d. Cover/Place Plate 10. It is comes in pairs, used for coffee, hot and chocolates. a. Cup and saucer c. Monkey dish b. Demitasse cup and saucer d. Platter Food and Beverage Services Page 5 INSTITUTE OF SCIENCE &TECHNOLOGY 11. Small cup and saucer used for tea, hot chocolate, liqueur coffee and espresso. a. Demitasse cup and saucer c. Cup and saucer b. Monkey dish d. Cereal bowl 12. A table appointment referred to as “chinaware”. a. Dinnerware c. Beverage ware b. Flatware d. Hollowware 13. A table appointment referred to as “cutleries/silver ware”. a. Flatware c. Beverage ware b. Dinnerware d. Hollowware 14. A table appointment referred to as “glassware”. a. Beverage ware c. Flatware b. Dinnerware d. Hollowware 15. Silverware type that is about 5” long, with long handle and a big round bowl. Use for serving soup. a. Soup ladle c. Sauce/Gravy ladle b. Dinnerware d. Hollowware 16. Silverware type that is about 4” long with a small handle and a small bowl. a. Sauce/Gravy ladle c. Soup ladle b. Soup spoon d. Bar Spoon 17. Silverware type that is about 4” long, with a round bowl. Used for soup and in some establishment use for salad. a. Soup spoon c. Dessert spoon b. Dinner/Table spoon d. Bar Spoon 18. Silverware type that is about 4” long. Used for dessert like leche flan and fruit salad a. Dessert spoon c. Soup spoon b. Dinner/Table spoon d. Bar Spoon 19. Silverware type that is about 5” long. Used for the main dish to scope rice. Often used in Asian restaurants, where dishes often accompany with rice. a. Dinner/Table spoon c. Soup spoon b. Dessert spoon d. Bar Spoon 20. Silverware type that is about 4” long with small broad spatula. Used for spreading butter. a. Butter knife c. Dinner knife b. Spatula d. Salad knife 21. Silverware type that is about 5.5” long with pointed tip than salad knife. Use for main dish use for cutting meat. a. Dinner knife b. Salad knife Food and Beverage Services Page 6 INSTITUTE OF SCIENCE &TECHNOLOGY b. Butter knife d. Fish knife 22. Silverware type that is about 4.5”. Use for salad, to cut vegetables. a. Salad knife c. Fish knife b. Butter knife d. Dinner knife 23. Silverware type that is about 5.5” long it has curved at the side. It is used for fish like smoked salmon. a. Fish knife c. Dinner knife b. Butter knife d. Salad knife 24. Silverware type that is about 5.5” long with serrated edge and pointed tip, and often has wooden handle. Use for cutting steak. a. Steak knife c. Dinner knife b. Salad knife d. Fish knife 25. Silverware type that is about 4.5” long with a small and un sharp blade. a. Oyster knife c. Steak knife b. Salad knife d. Fish knife 26. Types of glassware used for serving water only. Sometimes called as banquet goblet. a. Water goblet c. Highball and Collins glass b. Red wine glass d. White wine glass 27. Types of glassware used for serving juices, soft drink, and long cocktail drinks. a. Highball and Collins glass c. Water goblet b. White wine glass d. Red wine glass 28. Types of glassware that has 5oz capacity and Used for serving red wines like cabernet sauvignon or pinot noir. a. Red wine glass c. White wine glass b. Water goblet d. Highball and Collins glass 29. Types of glassware used for serving white wine like chardonnay and fume blanc. It has straight sides. a. White wine glass c. White wine glass b. Water goblet d. Highball and Collins glass 30. Types of glassware used for serving sweet champagne. a. Champagne flute c. White wine glass b. Water goblet d. Highball and Collins glass 31. Types of glassware used for serving port or dessert wine. a. Port or dessert wine glass c. White wine glass b. Champagne flute d. White wine glass 32. Food and Beverage tools used in presenting the bill. Change tray is when giving the change. a. Bill folder and Change tray c. bar tray b. Utility tray d. banquet tray Food and Beverage Services Page 7 INSTITUTE OF SCIENCE &TECHNOLOGY 33. Food and Beverage tools used when taking order. To support the order slip. a. Order slip holder c. bill folder b. Menu Card d. change tray 34. Food and Beverage tools used in banquet as a food container. a. Chaffing dish c. smorgasbord b. Order slip holder d. change tray 35. Food and Beverage tools used as an under liner for tumbler glasses. a. Coaster with coaster holder c. Menu Card b. Order slip holder d. smorgasbord 36. Food and Beverage tools used in table service for opening wines a. Flat corkscrew c. bill tray b. Order slip d. ballpen 37. This refers restaurant service that is considered as a border category of service style which consists of English Service, American Service, Pre plated Service Etc. In this type of f&B service, the guest is seated at the table with laid cover and orders from the menu. a. Table service c. food service b. Buffet d. smorgasbord 38. Types of table service that requires the food to be placed on large platters or in large bowls. These food portions are then delivered to the guest's table by waiters/servers. Once the host checks and approves the food the same is placed on the table. The guests then pass the food around the table and serve themselves. a. English service c. food service b. Buffet d. French service 39. Types of table service which is a very detailed and highly skilled type of service. It is very elaborate and expensive type of service. The chefs demonstrate culinary skill, by preparing meals in front of the guests. a. French Service c. buffet b. English service d. gueridon service 40. The service style is similar to the French Service and Guèridon Service. The difference is an elaborate sterling silverware is used for the food and beverage service. Due to the fact that silver cutlery and crockery are expensive, EPNS (Electroplated Nickel Silver) service ware is used most commonly in hotels and restaurants. a. Silver service c. Russian service b. American service d. French service Food and Beverage Services Page 8 INSTITUTE OF SCIENCE &TECHNOLOGY 41. One of the most common and widely accepted kinds of food and beverage service. The servers take guests orders in the dining area. The order is sent to kitchen staff via KOT (Kitchen Order Ticket). Food is prepared and pre-plated in the kitchen itself by the chef. The server or bus person bring the food to the restaurant and placed on side stands. Pre-plated food is then served to the guests by the server. a. American service c. Russian service b. Silver service d. gueridon service 42. Similar to the French Service but faster and less expensive. Display and presentation are the major part of this service. Whole joints, poultry, game, fish etc are elaborately garnished and dressed. After presenting to the guest the server or waiter portions or carve them and serve to the guests. Normally only one server is required per table. No extra space is required for the equipment like the French F&B service type. Ideally suited for banquet service with the fixed menu. a. Russian service c. gueridon service b. French service d. American service 43. In this type of F&B Service partially cooked food from the kitchen is brought to the service area in a Guèridon trolley. The Gueridon troll has a portable heating unit for completing the cooking process. A wide variety of fish, meat and poultry is either cooked or flamed (flambéed) in the trolley. a. Guèridon service c. take away service b. Automated service d. Snack Bar service 44. Gueridon service front liner chef who is responsible for taking orders, serving drinks and preparing food at the table. a. Chef de rang c. commis de rang b. Rottiseur d. Pattissier 45. Gueridon service front liner chef that assists the Chef de rang. Both the Chefs should know how to use a spoon and fork for serving the cooked food to the guest. The prepared food should be garnished as per the standards before serving. a. Commis de rang c. Chef de rang b. Garde Manger d. waiter 46. A Tall stool is placed on a counter so the guest may order and eat at the counter itself. A menu card is presented or the guests can choose the food directly from the display counter. In some restaurants, the available items are simply displayed on a blackboard or LCD monitor. This kind of service is normally followed in BAR and Pubs. a. Snack bar service c. take away service b. Automated service d. buffet Food and Beverage Services Page 9 INSTITUTE OF SCIENCE &TECHNOLOGY 47. In this type of Food and Beverage Service the guest/customer is required to help himself/herself. Normally food is either kept on a counter or buffet. The customer picks up the required food from the buffet. Payment is either done prior to the food pickup or after food is picked up. The layout for such F&B service type should be done for free guest flow. a. Self service c. QSR b. Take Away service d. snack bar service 48. Buffet service displays food in a chafing dish on counters or tables. Guests or customers help themselves to pick up as many and as many items, they would like to eat. Plate and cutlery (fork and spoon) is kept at the starting of the buffet counter. a. Take away service c. Snack bar service b. QSR d. self service 49. Similar to the single point style of F&B service. Take away orders are received either over the counter, driveway, telephone, website or mobile app. Payments are either made in advance via online payment or paid by cash at the time of order pickup. All Fast food restaurant provide take away option. Automated Kiosk is also used for selecting and ordering takeaways. The automated vending machine is also used for this type of service. a. Automated service c. robotics b. Self service d. QSR 50. This type of service is often found in Casino's and Luxury Cruise Liners. Guest makes the order on an interactive touch screen after scanning their room key card. Selections are made from the touchscreen, which is then sent to the robotic arms processors. The order is then prepared by the Robotic arm and placed on a small conveyor belt. Payment is automatically charged to the guest room account. a. Robotic Service c. Automated Service b. Self service d. QSR Food and Beverage Services Page 10 INSTITUTE OF SCIENCE &TECHNOLOGY LESSON 1 PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE This lesson covers the knowledge and skills required in the preparation of the dining room / restaurant area before the start of the service operations. It involves opening duties or the dining room mise en place prior to service. This lesson includes the knowledge and skills in taking reservations, preparing service stations, table-setting, and setting the ambiance of the food service facility. CONTENT OF THE LESSON: The content of the lesson includes Food Service Operations, Reservation Process, Telephone Ethics, Preparation of service equipment/utensils and supplies , Basic Types of Tableware a. Dinnerware/ chinaware b. Beverage ware/ glassware c. Silverware/cutlery , Station Mise-en-place, Cleanliness and condition of equipment/utensils, furniture and supplies, Legislation on OH & S and food hygiene, General Rules in Laying Covers/Table Set-Up, Different Napkin Folding Styles and Table Skirting Styles and Banquet Set-Up Style. The learner demonstrates understanding of concepts, and principles in preparing the dining room/restaurant area for service. independently prepares the dining room/restaurant area for service demonstrate knowledge and skills of food and beverage service in relation to taking table reservations demonstrates knowledge and skills in food and beverage service related to table setting, table skirting, and napkin folding in accordance with the proper procedures and guideline demonstrates knowledge and skills in food and beverage service related to setting the mood/ambiance of the dining area and demonstrates skills in the selection of appropriate type or style of table setting with character, and right color combinations for aesthetic considerations Food and Beverage Services Page 11 INSTITUTE OF SCIENCE &TECHNOLOGY 1.1 take table reservations The content of this topic includes the following guidelines: inquiries are answered promptly, clearly and accurately; pertinent questions are asked to complete the details of the reservations; reservations data are recorded on forms accurately based on establishment’s standards; details of the reservations are repeated back and confirmed with the party making the reservation; additional information about the food service establishment is provided when necessary. The first thing you need to know is how many tables you have, and what your average dining time per table is. How far apart to space your reservations. Don’t guess at this. Too much time and you’ll have tables empty for too long; too short and your guests will either feel rushed while dining or be forced to wait for their table. Neither of these is a desirable situation. Next, you need a way to deal with the aforementioned no-shows, because you will have them. The easiest way is to build in a 10-15 minute window, after which you will simply give the table to another guest. A much more extreme option is to take credit cards when making the reservation, with the understanding that if you don’t show up, you will be charged a fee. While this option may be okay for highly desirable restaurants, it can definitely be a turn off. One way to dramatically decrease your chances of no-show diners is to confirm their reservation. A simple phone call on the day of, or an email reminder through an online service will work wonders. Another trick is to not take reservations too far in advance; the more far out a reservation is, the more likely diners are likely to forget. In taking reservation, it is important to get important details from the guest like their full name, E-mail address, contact number, number of guest, date of reservation, time, table reservation, reservation type, and guest special request. Activity 1.1.1 Look for a partner and prepare a skit / script and do the restaurant table reservation thru Food and Beverage Services Page 12 INSTITUTE OF SCIENCE &TECHNOLOGY phone and or actual (face-to-face) following the guidelines given from the module. 1.2 prepare service stations and equipment The content of this topic includes the following guidelines: service or waiter’s stations are stocked with supplies necessary for service; all tableware and dining room equipment are cleaned, wiped and put in their proper places; special tent cards and similar special displays are put up for promotion, cleanliness and condition of all tables, tableware and dining room equipment are checked; water pitchers and ice buckets are filled; electrical appliance or equipment like coffee pots, tea pots, plate warmers etc. in the dining area are turned on and kept ready; condiments and sauce bottles are refilled and the necks and tops of the bottles are wiped clean and dry. TABLE APPOINTMENTS The utensils used for dining are referred to as table appointments. Styles of table appointments are designed for specific purposes in dining.nThese includes: Dinnerware- referred to as “chinaware”. Flatware- referred to as “cutleries/silver ware”. Beverage ware- referred to as “glassware”. Hollowware Linen Food and Beverage Services Page 13 INSTITUTE OF SCIENCE &TECHNOLOGY DINNERWARE For dinnerware, the materials vary from the crudest pottery to the most refined porcelain. Now a days there are so many materials used like glass, glass ceramic, plastic and wood. Cover/Place Plate - It is 12” in diameter, used as a presentation or show plate. It is not used for serving of foods. Dinner plate - It is 10” in diameter for the main dish in each cover in formal dining. Cereal bowl - It is 6” in diameter. This is used for cereals, desserts, salad or rice. Luncheon plate/ breakfast plate -It is 9” to 9.5” in diameter. It is a multipurpose plate for daily dining. Salad plate - It is 8” in diameter. It use for salads, usually for leafy salads. Dessert plate - It is 6” in diameter. Used for serving desserts like cake and pudding. Bread and Butter plate – About 4” in diameter. Used to placed bread and butter. Platter - A large plate use as service plate. It is used in family style service. Monkey dish - Used for serving pickles, dip and other sauces. Cup and saucer - It is comes in pairs, used for coffee, hot and chocolates. Demitasse cup and saucer - Small cup and saucer used for tea, hot chocolate, liqueur coffee and espresso. CARE AND MAINTENANCE Proper care and maintenance of dinnerware will mean longer service. China wares should be rinsed immediately after use. Rubber or soft cloth should be used to scrape. Soft sponge is used for soaping and washing. Hot water is used to wash it. In storing chinaware should not be stacked too high. Cups should not be stacked hung by the handle. Platters are stored vertically. Shelves not be over loaded. Chinaware should not be used to store food in the refrigerator. Food and Beverage Services Page 14 INSTITUTE OF SCIENCE &TECHNOLOGY FLATWARE Flatware refers to those table appointments use to served, dip, cut or spear food. These may be made of stainless steel, plastic, vermeil, dirilyte, silver. These include fork, spoon and table knife. Cocktail fork - It is about 4” long. It is used for bite sized appetizer. This is placed at the right side of the cover. Dessert fork - It is about 4” long. This is used for dessert like pudding and cake. And sometimes it may used for salad if the salad fork is not available. Fish fork - It is about 5” long with a curve in both side. Use for fish course. Salad fork - It is about 5” long. Used for salad only. Dinner fork - It is about 5.5” long, use for the main dish. CARE AND MAINTENANCE It should be rinsed immediately after use. Washed with warm water using mild detergent. Never mix the silver with the stainless steel. Immediate drying is needed to prevent water marks. Never store when it is still wet. Wipe with a free-lint towel for polishing. Soup ladle - It is about 5” long, with long handle and a big round bowl. Use for serving soup. Food and Beverage Services Page 15 INSTITUTE OF SCIENCE &TECHNOLOGY Sauce/Gravy ladle - It is about 4” long with a small handle and a small bowl. Soup spoon - About 4” long, with a round bowl. Used for soup and in some establishment use for salad. Dessert spoon - About 4” long. Used for dessert like leche flan and fruit salad Dinner/Table spoon - About 5” long. Used for the main dish to scope rice. Often used in Asian restaurants, where dishes often accompany with rice. Butter knife - It is about 4” long with small broad spatula. Used for spreading butter. Dinner knife - About 5.5” long with pointed tip than salad knife. Use for main dish use for cutting meat. Salad knife - It is about 4.5”. Use for salad, to cut vegetables. Fish knife - About 5.5” long it has curved at the side. It is used for fish like smoked salmon. Steak knife - About 5.5” long with serrated edge and pointed tip, and often has wooden handle. Use for cutting steak. Oyster knife - About 4.5” long with a small and un sharp blade. CARE AND MAINTENANCE It should be rinsed immediately after use. Wash with warm water using mild detergent. Never mix the silver with the stainless steel. Immediate drying is needed to prevent water marks. Never store when it is still wet. Wipe with a free-lint towel for polishing. Food and Beverage Services Page 16 INSTITUTE OF SCIENCE &TECHNOLOGY BEVERAGE WARE Used to serve all types of beverage. In formal service it must be made in glass. Water goblet - Used for serving water only. Sometimes called as banquet goblet. (tumblers) Highball and Collins glass - Used for serving juices, soft drink, and long cocktail drinks. Red wine glass - It has 5oz capacity and Used for serving red wines like cabernet sauvignon or pinot noir. White wine glass - Used for serving white wine like chardonnay and fume blanc. It has straight sides Champagne flute - Used for serving sweet champagne. Port or dessert wine glass - Used for serving port or dessert wine. MAINTENANCE AND CARE OF GLASSWARE Washed glass with warm water and unscented detergent. Dry glasses using free-lint towel. Store in shelves with rubber mat. Always placed it on the rack glass for carrying, when it is used in functions. Food and Beverage Services Page 17 INSTITUTE OF SCIENCE &TECHNOLOGY HOLLOW WARES Hollowware refers to the table appointments with volume and depth, used primarily for serving Food and Beverages and/or decoration. Water pitchers - Used for serving water. Cream/Milk container - Used for serving cream or milk Sugar container - Used for serving sugar. Coffee pot - Used for serving coffee. Tea pot - Use for serving tea Bread basket - Used for serving bread. Wine bucket and stand - Used in serving white, rose, and sparkling wines. Wine basket - Used in serving red, port wines. Accessories and other equipment Bread tong - For serving only bread. Bill folder and Change tray - Bill folder is used in presenting the bill. Change tray is when giving the change. Order slip holder - Used when taking order. To support the order slip. Chaffing dish - Used in banquet as a food container. Coaster with coaster holder - Used as an under liner for tumbler glasses. Flat corkscrew/Waiter’s friend - Used in table service for opening wines Food and Beverage Services Page 18 INSTITUTE OF SCIENCE &TECHNOLOGY Activity 1.2.1 Matching type: Match your answer to column b from the question given to the column a. Column A Column b 1. It is 12” in diameter, used as a a. Cover/Place Plate presentation or show plate. It is not b. Dinner plate used for serving of foods. c. Cereal bowl 2. It is 10” in diameter for the main d. Luncheon/breakfast plate dish in each cover in formal dining. e. Salad plate 3. It is 6” in diameter. This is used for f. Dessert plate cereals, desserts, salad or rice. g. Bread and Butter plate 4. It is 9” to 9.5” in diameter. It is a h. Platter multipurpose plate for daily dining. i. Monkey dish 5. It is 8” in diameter. It use for salads, j. Cup and saucer usually for leafy salads. 6. It is 6” in diameter. Used for serving desserts like cake and pudding. 7. About 4” in diameter. Used to placed bread and butter. 8. A large plate use as service plate. It is used in family style service. 9. Used for serving pickles, dip and other sauces. 10. It is comes in pairs, used for coffee, hot and chocolates. Food and Beverage Services Page 19 INSTITUTE OF SCIENCE &TECHNOLOGY 1.3 set up tables in the dining area The content of this topic includes the following guidelines: tables are set according to the standards of the food service establishment; in cases where the menu is pre-arranged or fixed, covers are set correctly according to the predetermined menu; tableware and glassware are wiped and polished before they are set up on the table; cloth napkins are folded properly and laid on the table appropriately according to napkin folding style; buffet or display tables are skirted properly taking into account symmetry, balance and harmony in size and design. Basic Table Setting Instructions Lay the placemat on the table. Put the dinner plate in the middle of the placemat. Lay the napkin to the left of the plate. Place the fork on the napkin. To the right of the plate, place the knife closest to the plate, blade pointing in. Place the spoon to the right of the knife. (Note: The bottoms of the utensils and the plate should all be level.) Place the water glass slightly above the plate, in between the plate and the utensils, about where 1 p.m. would be on a clock face. Food and Beverage Services Page 20 INSTITUTE OF SCIENCE &TECHNOLOGY Casual Table Setting Instructions Lay the placemat on the table. Put the dinner plate in the middle of the placemat. Place the salad plate on top of the dinner plate. If you’re starting with a soup course, place the soup bowl on top of the salad plate. Lay a napkin to the left of the charger. To the left of the plate, place the fork on the napkin. On the right of the plate, place the knife closest to the plate and then the spoon. Directly above the knife, place the water glass. To the right and slightly above the water glass, place the wine glass or a glass for another beverage. Food and Beverage Services Page 21 INSTITUTE OF SCIENCE &TECHNOLOGY Formal Dinner Table Setting Instructions Lay an ironed tablecloth on the table. Set a charger at each seat. In the center of the charger, place a soup bowl. Place the bread plate to the top left of the charger (between 10 and 11 p.m. on a clock face). Lay a napkin to the left of the charger. On the left of the charger, place the salad fork on the outside, and the dinner fork on the inside. On the right of the charger, place the knife closest to the charger (blade facing in towards the charger) and then the soup spoon. Note: All vertical flatware (salad fork, dinner fork, knife, and soup spoon) should be spaced evenly, about half an inch away from each other, and the bottoms of each utensil should be aligned with the bottom of the charger. Place a butter knife horizontally, blade facing inwards on top of the bread plate with the handle pointing to the right. (Note: In all place settings the blade will face inwards towards the plate.) Directly above the charger, place a dessert spoon (a teaspoon) with the handle pointing to the right. Directly above the knife, place a water glass. To the right of the water glass and about three-fourths of an inch downward, place the white wine glass. The red wine glass goes to the right of—and slightly above—the white wine glass. (Note: Since people traditionally drink more water than wine during dinner, the water is kept closer to the diner.) If using individual salt and pepper shakers for each guest, place them above the dessert spoon. Otherwise, place them near the center of the table, or, if using a long, rectangular table, place them in the middle of each end. If using a place card, set it above the dessert spoon. Food and Beverage Services Page 22 INSTITUTE OF SCIENCE &TECHNOLOGY TABLE SETTING STYLES ●Breakfast Set-up ●French Set-up ● Russian Set-up ●ala-carte / English ●lauriat ●American Food and Beverage Services Page 23 INSTITUTE OF SCIENCE &TECHNOLOGY NAPKIN FOLDING LOTUS OPEN PYRAMID SQUARE KNOT SMALL CANDLE Food and Beverage Services Page 24 INSTITUTE OF SCIENCE &TECHNOLOGY Food and Beverage Services Page 25 INSTITUTE OF SCIENCE &TECHNOLOGY FLEUR DE LIS CUTLERY HOLDER FOLDED SQUARE HELMET Activity 1.3.2 Under time pressure, preferably three (3) minutes, demonstrate 12 napkin folds based on Food and Beverage Services Page 26 INSTITUTE OF SCIENCE &TECHNOLOGY the samples given. TABLE SKIRTING Definition - is used to decorate to be used in different kinds of occasions, for elegance, to cover the actual table. 1. 2. 3. 4. 5. 6. 7. 8. Pointers in table skirting Decide on what design you are going to do that fits the occasion. Prepare the needed materials: cloth, table skirt, pins thumbtacks, thimble Lay the table cloth and fastened with thumbtacks at the edge of the table Pull the cloth adequately to straighten the surface Get the center front of the table and fold the 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 style such as a. Diamond style b. Pleated box type c. Ribbon d. Freestyle – combination of different styles All sides of the table should be equally skirted and covered Gathered or shirred Gathered or shirred table skirts are popular choice due to simplicity and reasonable cost. A gathered or shirred table skirt is a fabric drape drawn together by threads along the top hem providing extra body to the skirt. A tighter gather gives a table skirt a full, ruffled appearance. Knife pleats Are the most common pleating for table skirts. A knife pleats is a series of narrow, sharp creases folded in the same direction. Box pleats A box pleat table skirt is made of a sequence of a back to back knife pleats French box pleats Table setting with French box pleats provides even more volume than standard box pleats. French pleats is narrower than regular box pleats work equally well in casual and or elegant setting. Swag Food and Beverage Services Page 27 INSTITUTE OF SCIENCE &TECHNOLOGY In Banquet, business or party table can be fitted with detachable swags that are placed over any kind of cloth table skirting. Activity 1.3.3 Student are given a table to be skirted, using the design based on the modules Food and Beverage Services Page 28 INSTITUTE OF SCIENCE &TECHNOLOGY 1.4 set mood/ambiance of the dining area The content of this topic includes the following guidelines; lights are adjusted according to time of the day; tables, chairs and other dining room furniture are arranged to ensure comfort and convenience of the guests; appropriate music is played when applicable; floors/carpets are cleaned and made sure are dry; air-condition or cooling units are adjusted for the comfort of the guests; decorations are set-up according to theme or concept of the dining room. Activity 1.4.1 Given the necessary tools and equipment for table appointment, you are instructed to demonstrate the different table set based on the given modules. Food and Beverage Services Page 29 INSTITUTE OF SCIENCE &TECHNOLOGY REFERENCES https://setupmyhotel.com/train-my-hotel-staff/f-and-b/591-types-of-f-b-service.html http://www.asean.org/wpcontent/uploads/images/2013/economic/matm/Toolboxes %20for%20S https://www.asean.org/storage/images/2013/economic/matm/Toolboxes%20for %20Six%20Tourism%20Labour%20Divisions/Common%20Competencies%20(as%20of %20February%202013)/Manage%20intoxicated %20person/TM_Manage_intoxicated_persons_310812.pdf https://www.realsimple.com/holidays-entertaining/entertaining/how-to-set-a-table Food and Beverage Services Page 30 INSTITUTE OF SCIENCE &TECHNOLOGY LESSON 2 WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS This lesson deals with the knowledge and skills required in providing pre-meal services to the dining guests as soon as they arrive in the food service facility. It covers the dining room or restaurant service procedures before the food and beverage orders are served. This units involves the initial steps in the sequence of service that includes the welcoming of guest, seating the guests, taking food and beverage orders and liaising between the kitchen and the service area. CONTENT OF THE LESSON: The content of the lesson includes sequence of food service, welcoming and greeting guests procedure, procedure and rationale in seating the guests, order taking procedures, basic menu types, select appropriate tableware and cutlery for the chosen menu, workflow structures within food and beverage service location, product and service knowledge, communication and interpersonal skills, tray and plate carrying techniques, duties and responsibilities of food service team. The learner demonstrates understanding of concepts and principles in welcoming guests and taking food and beverage orders. The learner demonstrates; the proper way of receiving customers ; demonstrate knowledge and skills in food and beverage service in relation to seating the guests communicate needs of customers to the service area with accuracy; demonstrates knowledge and skills in food and beverage service related to taking food and beverage orders; and manifest prompt awareness to customers’ needs in terms of advanced service reservations, and respond positively to the to the workable terms and conditions as requested; Food and Beverage Services Page 31 1.1 INSTITUTE OF SCIENCE &TECHNOLOGY practice skills in responding to customers’ needs in terms of taking welcome and greet guests The content of this topic includes the following performance criteria: guests are acknowledged as soon as they arrive; guests are greeted with an appropriate welcome; details of reservations are checked based on established standard policy. 1. Be Familiar with the set up of the dining room. To make guest feel welcome and important, whenever the guest arrives, it is the responsibility of service staff to approach and met the guest with a smile, maintain eye contact and with proper body posture greet the guest accordingly at the entrance door. Food and Beverage Services Page 32 INSTITUTE OF SCIENCE &TECHNOLOGY The first employee who gets the contact with the guest has the opportunity to make a positive impression on the guest. 2. Stay at the outlet entrance. Approach the guest, look at each one and greet them with a smile and mention their name and position (if known). Say, “Good morning Mr. Guest. Welcome to our coffee shop… table for how many person? Where do you prefer to be seated, non-smoking or smoking area? 3. With hands outstretched, show the way to the table and Say, “This way please”. 4. If there is no available table, tactfully inform guests and advise them to wait at the lounge. Graciously look at the guest as you say; “I’m sorry sir./ ma’am but all seats are taken. Do you mind waiting at the lounge? I’ll approach you as soon as a table becomes available”. NOTE: Do not say “We are full” as there might be seats that will soon be vacated. 5. If the guest has a reservation, make sure that his table is prepared in advance. Inform the guest that his table is ready. “Do you have reservation?” This sounds offensive for many guests. 6. If the guest comes in group, ask: “How many are we expecting in your party” rather than “how many are you”? or “Do you have companions”? Food and Beverage Services Page 33 INSTITUTE OF SCIENCE &TECHNOLOGY 7. Lead the guest towards the table. Walk a little ahead of them when escorting them to their table. As you approach the table ask “Will this table be alright for you Ma’am/Sir.? 1.2 seat the guests The content of this topic includes the following performance criteria: guests are escorted and seated according to table allocations; tables are utilized according to the number of Party; guests are seated evenly among stations to control the traffic flow of guests in the dining room; cloth napkins are opened for the guests when applicable; water is served when applicable, according to the standards of the foodservice facility. 1. Endorse them to the captain or waiter and assist them in getting seated (if no waiter is available). If the waiter is on standby, tell the guest: “Our waiter Aaron will attend to you Madame”. If the waiter is still busy, say “Our waiter will be with you in a few minutes”. 2. 3. 4. 5. NOTE: Give them a copy of the menu and say: “Would you like to review the menu now while you wait?” Waiter or captain shall assist the guest in getting seated by pulling the chair a little away from the table to allow the guest to get in, then by pushing the chair back towards the table to make the guest seated comfortably. Once the guests are seated, waiter may assist in unfolding the napkin on the lap of the guest. This is done on the right side of the guest. With two finger holding top corners of the napkin, then carefully placing it down the lap with the right hand towards the guest. NOTE: Be careful not to touch the lap of the customer. Record in the receptionist logbook the number of guest, time of arrival and other remarks like nationality. This information will be part of the data files regarding customer count and profile. Serving of water (right side of the guest) and say Waiter: “ for your water would you like it iced or with out ice? Guest: with ice please Waiter: excuse me sir/mam here is your iced cold water. Guest: thank you Food and Beverage Services Page 34 INSTITUTE OF SCIENCE &TECHNOLOGY 6. Serve the bread and butter Waiter: excuse me sir / mam your complimentary bread bake by our pastry chef’s Guest: yes please Waiter: do you want some more sir/mam Guest: no it’s enough 1.3 take food and beverage orders The content of this topic includes the following performance criteria: guests are presented with the menu according to established standard practice; orders are taken completely in accordance with the establishment’s standard procedures; special requests and requirements are noted accurately; orders are repeated back to the guests to confirm items; tableware and cutlery appropriate for the menu choices are provided and adjusted in accordance with establishment procedures. THE MENU The term “menu” has at least three meaning for the waiter. Menu means; the range of food items served in an establishment, including their organization into a number of courses the arrangement by which the items are offered (the type of menu, as in “set menu”, “a’ la carte menu”, etc.), and the physical object on which the list of these items (and courses) is written for guest to choose from. The structure of the menu The traditional French menu or “classic menu” had more than 12 courses. It offered the diner a wide variety of items served in a well-understood traditional sequence. Modern menus have fewer courses, but they may causes confusion as to the appropriate sequence of service. Menus are laid out so that the different courses appear in the order would normally be served. They usually presented in a framework of five courses, as follows; • appetizers • soups • salads/entrées • main courses • desserts TYPES OF MENU Food and Beverage Services Page 35 INSTITUTE OF SCIENCE &TECHNOLOGY The different types or classes of menu are distinguished by the variations in the selections offered and by their pricing structure. Menu types includes: • a la carte • table d hôte • set menu • carte du jour • cycle menu • special party menus • A la carte menu An a la carte menu offers choices in each course and where each item is individually priced and charged for. Menu items when selected by the guests are cooked to order. The literal meaning of the French word a la carte is “from the card”. Example of an Ala Carte Menu: R-List BAR Y’ RESTAURANTE Starters Seafood and vegetable broth with a garlic and herb bruschetta $ 9.00 Thai chicken parcel, miso and pickled ginger dressing. $ 10.00 Char gilled baby octopus on a rocket salad with tomato, basil and olive oil $11.00 Tender duck confit on a beef leaf and radicchio risotto $12.00 Main Course Char grilled eye fillet medallions, served with creamed potatoes and rocket leaves with seeded mustard dressing. $25.50 Lamb fillets marinated with chili and fennel seeds, char grilled, served on Mediterranean vegetables tossed with herb butter. $22.50 Free-range chicken breast, marinated with herbs and olive oil, roasted, served with wild mushroom ravioli. $21.50 Char grilled calf’s liver on a potato puree with sautéed spinach, roast capsicum, baby caper and balsamic dressing. $19.90 Side orders Rocket salad with parmesan shavings $6.50 Caesar salad $8.90 Steamed vegetables with chive butter $6.50 Warm baby spinach leaves tossed with olive oil, lemon and smoked Food and Beverage Services Page 36 INSTITUTE OF SCIENCE &TECHNOLOGY Table d’ hote A table d’ hote menu offers some (usually limited) choice and is charged at a fixed price per person for the whole menu. Table d’ hote is, literally, French for the proprietor’s (main host) table A modestly priced “business lunch”, in which three or four items only are offered in each course and the guest pays a fixed price for the whole meal, would be a typical use of the table d’ hote menu. Example of Table d’ hote menu Cstc bar y’ restaurant $55.00 per person Starter Warm asparagus vichyssoise soup South Australian Ceduna oysters Sumac-spiced yellowfin tuna sashimi, Vermicelli rice noodle salad, Japanese dashi dressing Main Course Individual lamb rump, roasted with rosemary and garlic, With sautéed artichoke hearts and green beans and a warm “hummus” chick pea puree Seared fillet of Queensland wild barramundi White cannelloni bean cassoulet with steamed black mussels, asparagus spears and curry oil Ballotine of chicken filled with mushroom mousse, Served with gnocchi in a porcini cream sauce Dessert Caramelized pear pizza with mascarpone Food and Beverage Services Page 37 INSTITUTE OF SCIENCE &TECHNOLOGY Sylvan estate raspberries in a chiboust cream, glazed brulee style honey flavored Madeleine sponge-cake biscuits, raspberry coulis Chilled pistachio-flavored cream custard, with pineapple crisp and a coconut sauce with tapioca Set menu A set menu is one that offers set items (one for each course) pre arrangement by the host. Set menus are used mainly for functions, such as weddings and banquets. Example of Set menu R-List bar y’ restaurant Starter Tasmanian salmon, sugar-cured “gravlax” style, with balsamic essence, seared rare, sautéed kipfler potato salad with whole grain mustard Main Course Boned saddle of western Australian white rabbit filled with a sweet roasted garlic mousse, with a rabbit risotto finished with Thomas Blue gorgonzola style cheese Dessert Warm Valrhona chocolate, self saucing, white ganache fondant, chocolate ice cream and vanilla bean crème anglaise Caffee and petits fours Carte du jour Carte du jour literally means “card of the day”. It offers choices that are available for a particular day only. It allows the chef to offer a list of “specials” or variations in addition to pre-printed a la carte menu, or it can be used as a table d’ hote menu prepared for use on the one day only. Cycle menu Food and Beverage Services Page 38 INSTITUTE OF SCIENCE &TECHNOLOGY A cycle menu is a group of menus that are rotated on a set cycle. Cycle menus are usually used in the institutional sector of the industry- for example, in hospitals and prisons, on airlines and in employee foodservice operations. The cycle menu is used to avoid boredom for both customer and staff, and also to ensure that the diet of the people in the institution is sufficiently varied to be healthy. Menus should not be designed to a seven day cycle on the same day of the week, producing a boring predictability. Special party menu These are menus for banquets and parties of all kinds like birthday, wedding receptions, anniversaries, debuts and conventions. 1.3.1 Presenting the menu The menu should be presented to the guest in the following manner: 1. 2. 3. 4. 5. 6. 7. Present the menu when the guests are already seated comfortably and properly. Menu should present right side up. One-piece menus are presented and handed and handed cover faceups. Book-type with multiple sheet menus are presented open on page of first appropriate major course. Hand menus to the guest with politeness and a smile, accompanied with some introductory suggestive selling recommending “Today’s special,” for example. Ladies are presented with menus first. No dirty, torn or smeared menu should ever be given. Correction of items in a menu should be in a very neat manner, if it all. In presenting the menu, one can also say, “May I present to you our menu? I’ll be with you in a short while.” In presenting the menu, the food attendant should be at the right side of the guest and right food forward. Right hand holding the menu card. And introduce your self. Waiter: excuse me sir/mam I am ______________ your food attendant for the day. Here is our menu or your food selection. Just let me know if you are ready to order. Food and Beverage Services Page 39 INSTITUTE OF SCIENCE &TECHNOLOGY Waiter: sir/mam, if you are ready, may I take your order now? CONTENT OF THE MENU Sequence of Courses In most formal circumstances the whole dining experience of the guests is consists of courses are served in order up to: • appetizer • soup • salad • main course • dessert Appetizer An assortment of delicacies, served in small or bite- size portions. It provides a natural transition to the main meal. It is served at the beginning of a meal to stimulate the desire to eat. Kinds of appetizer • • Canapés- usually small pieces of bread, toast or crackers, spread and topped with highly seasoned food mixture such as eggs, chicken liver, ham, bacon, sausages and etc. can perk up the flavor, taste and even the color of the canapés. Food and Beverage Services Page 40 INSTITUTE OF SCIENCE &TECHNOLOGY • Vegetable hors d’oeuvres- salty, tart or crispy food that uses vegetable slices base, it can be served cooked, marinated or pickled. • Over the coal appetizers- it is more popular when served outside and the guests attend the grilling. • Soup also is another kind of appetizers whether hot or cold. • Party or pastry bread- in different shapes, colors and different fillings such as peanuts, butter, cheese, jelly, egg and jam with mayonnaise or salad dressing as a base. Soup Soup is a food that is made by combining ingredients such as meat and vegetables with stock, juice, water or another liquid. Food and Beverage Services Page 41 INSTITUTE OF SCIENCE &TECHNOLOGY Traditionally, soups are classified into two main groups: clear soups and thick soups. The established French classifications of clear soups or thin soup are: • Bouillon- plain and not clarified meat or vegetable broth. • Consommé- thin soup made from clarified stock, usually beef stock. Thick soups (potage) are classified depending upon the type of thickening agent used. • Purees- are vegetable soups thickened with starch. • Bisques- are made from pureed shellfish. Food and Beverage Services Page 42 INSTITUTE OF SCIENCE &TECHNOLOGY • Veloutes- are thickened with eggs, butter and cream. • Cream- soups that may be thickened with béchamel sauce. Salad A dish of raw leafy green vegetables often tossed with pieces of other raw or cooked vegetables, fruits, cheese, or other ingredients and served with a dressing. It is a cold dish of chopped vegetables, and fruits sometimes meat, fish and eggs usually prepared with a dressing, such as mayonnaise. Salad may be served at any point during a meal. They may be: • Appetizer salads, light salads to stimulate the appetite as the first course of the meal. • Side salads, to accompany the entrée as a side dish. Food and Beverage Services Page 43 INSTITUTE OF SCIENCE &TECHNOLOGY • • • Entrée salad, served as the main dish, usually containing a portion of protein such as chicken breast or slice of beef. Palate cleansing salads, to settle the stomach after the main course. Dessert salads, sweet versions usually containing gelatin or whipped cream. Entrée In the classic French menu, the entrée was a course served between the fish and the main meat course. In modern menu, the term is used to cover such item as small helpings of pasta dishes, seafood crepes, elaborate salads, miniature sausages, or fish (if not chosen as the main course). In United States entrée is actually the term for the main course itself, although the word literally means “entrance” or “way-in”. Main Course The principal dish of a meal, this is the heart of the entire meal. Main course contains heavy meal, made up of beef, pork, veal, lamb, chicken, fish and sometime seafood. Food and Beverage Services Page 44 INSTITUTE OF SCIENCE &TECHNOLOGY 1.4 Dessert Served usually at the last part of the entire dine. This is a sweet course such as: fresh fruit, gelatin, pudding, cakes and sundaes. liaise between kitchen and service areas The content of this topic includes the following performance criteria: orders are placed and sent to the kitchen promptly; quality of food is checked in accordance with establishment standards; tableware is checked for chips, marks, cleanliness, spills, and drips; plates and/or trays are carried out safely; colleagues are advised promptly regarding readiness of items for service; information about special requests, dietary or cultural requirements is relayed accurately to kitchen where appropriate; work technology are observed according to establishment standard policy and procedures. Food and Beverage Services Page 45 INSTITUTE OF SCIENCE &TECHNOLOGY The guest order should be in triplicate copy. Once the food attendant took the order of the guest, the first copy being forwarded to the kitchen, the second copy is forwarded to the cashier and the third copy is for the service stations copy. The kitchen is will now prepare food for the guest. TAKING ORDERS Learning Objective: After reading the information sheet, the trainee must be able to: 1. Take beverage order 2. Take food order 3. Discuss items on the menu TYPES OF BEVERAGE ORDERS BAR COUNTER SERVICE 1. 2. 3. 4. 5. 6. 7. As the guest sits at the counter, ask politely for his drink; recommend if asked Pour or mix the drink for the service. Give a little showmanship on how you shake the mixers. This will promote attraction to the bar and will thus improve sales Never forget to decorate or garnish the drinks you prepare. Appearance of the fancy drinks invites attraction from the guests. Drinks mixtures should have complete and correct measurements in order to have the right blend of taste. Never argue with the customers regarding your drink mixture. In fact, ask politely what ingredients he would like to add to the drink or what to lessen in the mixture. If unluckily you do not know what particular recipe of drink is asked for, you may ask for it politely. May be it is his own mix. Make the bill or cheque for the counter; be sure that you have placed all the orders on it. Keep the counter clean after each customer leaves, ready for the next one to come. BAR LOUNGE SERVICE 1. 2. As the drinks are being asked, it is better to jot them down on the order slips or on the receipt itself, so as not forget them and thus avoid repetitions. Try to get orders from two or three tables in one walk; This saves time and effort. Give the orders to the bartender one at a time with clear voice so as to avoid repetitions. Or else, give a copy of your orders to him with your name or number, so he Food and Beverage Services Page 46 INSTITUTE OF SCIENCE &TECHNOLOGY 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. can call you back. This method is mostly applicable when the group of guest is big and when there are heavy crowds in the outlet. Always see to it that you have all the orders for your station. Give help to your fellow workers when your station is empty or less crowded. Do not overcrowd the service tray so as to avoid breakage. Serve counter clockwise over the right side of the customer. Hold the glasses by their stem and not on the globe. Ask the guests if they want canapés or simple peanuts, chips or whatever the house has for compliments or for sale. Be alert when the customer calls. Make sure if they still want more drinks or they want the bill or chit. It is best if you could have more sales on drinks because it means more profit. Ask orders politely whenever their glasses are emptied. The receipt of bill is prepared by you and handled to the cashier for totalling. Make sure your handwriting is clean and neat, if possible without erasures. See to it that what was written down were taken by the customer. Take the bill to the customer always on a chit tray. If the room is dark, help them see the bill with your penlight. Guide the guest if he has some questions regarding the bill. Handle the cash money carefully; double check them in front of the customers to avoid misunderstanding. Credit cards are used often by customers. There are receipts for these. Procedures regarding this will be explained by the cashier assigned. Check if you have the correct change. Always return the check to the guest promptly. PROCEDURE OF TAKING ORDERS Once the guests are comfortably settled and have been given their pre-dinner drinks and bread, they are ready to turn their attention to the menu and select they want to eat. 1. Take the order if the guests have made their choices. If they are taking time to review the menu say: “I’ll be back to get your order.” 2. Take the order beginning with the ladies, then gentlemen and lastly the host. 3. If there is honoree, take his/her order first. 4. Taking up of orders (docket systems) Docket system • • Used to provide the cashier with the information to make up the bills. Keep a record of all the food and drinks used. Food and Beverage Services Page 47 INSTITUTE OF SCIENCE &TECHNOLOGY • • • Keep a check on stores so that wastage can be minimized and pilferage discovered. Store information so that the cost of each menu item can be calculated accurately and the profit made on it worked out. Provide a breakdown of sales and financial statistics. Four main types of docket system: • Triplicate docket system- traditional manual system often used in medium and largesized hotels and restaurant. A top copy is for the kitchen, second copy for the cashier and the third is for the waiter. The docket contains: Table number Number of covers Date Waiter’s signature • Duplicate docket system- often used in small, informal restaurant. It is normally used in establishments offering a limited menu and may be preprinted. The waiter tears off the strip and sends it to the kitchen as required. The docket contains: Serial number of docket pad Waiter’s code number Table number Time the order is placed Date • Electronic billing machines- used in some establishments where waiter, rather than the cashier, prepares the bill. Accuracy and speed are the biggest advantages of this system. Bills may be prepared by the waiter, thus cutting out the need for a cashier. All waiters will have the key with their own letter on it, a stationary folder, food order pads and bills with consecutive numbers, a paying-in slip and float. Food and Beverage Services Page 48 INSTITUTE OF SCIENCE &TECHNOLOGY • Computerized system- used in large establishments and chain restaurants. Particularly used in residential hotels and large establishment such as clubs. In this kind of system the waiters enter the orders at the terminal. Production dockets are automatically printed to the dispensing points, such as the kitchen and bar. 5. 6. Takes effort to sell a complete meal. Suggest appetizers, soup and salads to complement the main dish. If the order is out of stock, suggest appropriate alternatives or substitutes tell the guests outright when his/her order is not available. Avoid using words that invite negative answers. a. “I’m sorry sir/ma’am, but we run short of ____. But you might want to try___. 1. If applicable, ask the guest how he wants his dish prepared. b. For example for steak, do it is to be served rare, medium rare or done. c. For drinks should it be served with ice or without ice? well Care must be taken in verifying the orders and its preparation. Likewise any special instruction or request of the customer regarding his/her order must be properly disseminated to the kitchen to make sure the customer gets what he/she wants. 7. Be able to identify the diners who ordered each item. This can be done by the color of the dress or by using a coding method. Establish reference point may be an entrance, counter Identify each guest with number For Example: Food and Beverage Services Page 49 INSTITUTE OF SCIENCE &TECHNOLOGY Waiter’s side 8. To prevent misunderstanding, repeat the order to the customer. As you repeat mention the items ordered, number of servings and the manner of the preparation. “May I repeat your order sir? You have one serving of fillet-mignonrare, one portion of minestrone soup and green salad. Have I got your order right sir?” 9. If abbreviations are used, they must be consistent and in style agreed by both the waiting and the kitchen staff. CHICKEN Ch HAMBURGER Hb FRENCH FRIES ff TOSSED SALAD toss THOUSAND ISLAND DRESSING 1000 FRENCH DRESSING Fr FILET MIGNON Fm STRIP STEAK Stk, strip BUTT STEAK Stk, butt CHOPPED STEAK Sk, chop RARE COOKED r MEDIUM COOKED w BACON, lettuce and tomato sandwich BLT CASSAROLE Cass TETRAZZINI Tet COFFEE Cof TEA T Food and Beverage Services Page 50 INSTITUTE OF SCIENCE &TECHNOLOGY NOTE: Menu abbreviations such as these could be agreed upon for use by waiters and kitchen staff. Using them will sped up writing the order. Remember to collect the menu from each customer after you have written the order SELF CHECK 2.1 TRUE OR FALSE: Tell whether the given statement about presenting of menu is true or false. Write T if the statement is true and F if the statement is false. Write your answer to a separate sheet. 1. 2. 3. 4. 5. Present the menu when the guests are seated properly and comfortably. Present the menu without torn and in neat manner. In taking the order of the guest, ladies should always be first. An a la carte menu offers item that are individually priced. Menu contains appetizer, soup, salad, and dessert only. ENUMERATION: Enumerate the following. Write your answer to a separate sheet. Types of menu: Food and Beverage Services Page 51 INSTITUTE OF SCIENCE &TECHNOLOGY 1. 2. 3. 4. 5. Types of appetizer: 1. 2. 3. 4. 5. MATCHING TYPE: Match the content of menu on column B with the samples of menu content on column A. Write your answer to a separate sheet. Column A 1. 2. 3. 4. 5. Column B Appetizer Soup Salad Main course Dessert a) canapés’ b) beef steak c) chocolate mouse d) Caesar salad e) coke f) Coffee g) Bouillon WRITE THE ABBREVIATIONS OF THE FF. Write the following abbreviation to a separate sheet. Food and Beverage Services Page 52 INSTITUTE OF SCIENCE &TECHNOLOGY 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Tea Coffee Chicken Hamburger French Fries Tossed Salad Thousand Island Dressing French Dressing Filet Mignon Chopped Steak _________ _________ _________ _________ _________ __________ __________ __________ __________ __________ ENUMERATION: Enumerate the following. Write your answer to a separate sheet. Types of docket system: 1. 2. 3. 4. LESSON 3 PROMOTE FOOD AND BEVERAGE PRODUCT This lesson deals with the knowledge and skills required in providing advice to customers on food and beverage products in foodservice enterprises. CONTENT OF THE LESSON: The content of the lesson includes past and current trends in food and beverage types of menus, types of food and beverages, special dietary requirements, special cultural needs, food allergens, suggestive selling techniques and procedure, basic communication skills, food and beverage pairing techniques, and upselling techniques. The learner demonstrates understanding on promoting food and beverage products. The learner demonstrates knowledge and skills on how to Food and Beverage Services Page 53 1.1 INSTITUTE OF SCIENCE &TECHNOLOGY promote food and beverage products: update oneself on the current food menus, and service trends; identify possible food sources based on acceptable cultural norms and wants; demonstrate appreciation for new trends in food and beverage service; demonstrate skills in responding to cultural food needs with variety and quality ; respond efficiently to customers’ query on foods and drinks with courtesy; demonstrates appreciation for new trends in food and beverage service; and demonstrates knowledge and skills in food and beverage service related to carrying out upselling strategies. know the product The content of this topic includes the following performance criteria; names and pronunciations of dishes in the menu are mastered, ingredients of dishes are memorized; sauces and accompaniments are known by heart; descriptions of every item in the menu are studied; common food allergens are mastered to prevent serious health consequences. Knowing the restaurant product is very important most especially in presenting the menu. It includes the name and proper pronunciations of dishes in the menu card. Ingredients, sauces and other accompaniments should be known wholeheartedly. THE WAITER AS SALES PERSON This is the time when the waiter’s skill as a sales person comes into play. Sales are made by requesting items that the guests might well have ordered had they known of them. The income of a restaurant is not only dependent on the number of covers sold but more on the average check- the cost of every cover sold. Even if a thousand cover are sold, if the average check is only P100, 00. The gross revenue will only be P100, 000. But with lesser covers of 500, but higher average check like P300.00 the gross revenue will be P150, 000. The big difference in the above sales comes from the average check. The additional effort exerted by a waiter in pushing for more sales and making appropriate suggestions is the key factor in maximizing the average check. 1. Manner of preparation and basic ingredients- food maybe prepared in various methods like; grilled, simmered, roasted, marinate, sautéed, pan fried, etc. The basic preparation and the basic ingredients used are usually mentioned when describing a dish. Food and Beverage Services Page 54 INSTITUTE OF SCIENCE &TECHNOLOGY o For example, a pork and chicken adobo is described as: o “A flavorful combination of chicken and pork, simmered in vinegar and spices, served with rice and atchara”. 2. Preparation time- a guest maybe in hurry or must be really hungry that he wants his order to be served immediately. But he may unknowingly order a dish that takes time to prepare. For example, a guest ordered steak. “Sir your steak will take 15-20mins to be serve, are you willing to wait for your steak?” 3. Standard portioning- the size of a serving is usually measured in terms of weight, quantity, etc. For example, a standard a la carte serving of steak may be 250 grams. Some items are served family style that they come in varying size or weight like a small orders means good for 1-2, medium for 2-3, and large for 4-5 persons. 4. Standards accompaniments- this refers to the sidings that accompany the dish. The waiter must know what goes with a set of meal so that he can inform the guest right away. It often helps to mention the accompaniments for a more persuasive sales presentation. 5. Complementary items- one way of increasing sales is to push for items that best complement a dish. Wines, for instance are designed to complement a dish. 6. Special qualities of the dish- effective sales presentation usually require an attempt to highlight the special quality of dish. What is it in the dish that makes it a better choice its uniqueness. SPECIAL REQUESTS ON DIETARY OR CULTURAL AWARENESS The ever-increasing demand for special foods, food preparation and service, be it for cultural or dietary reasons, has increased the need for the waiter to become well versed in the terminology, its meaning, and the implications for guests if their requests are not fully appreciated and met. DIETARY AWARENESS Many guests today have special dietary requirements that include food allergies and intolerances, and therapeutic or lifestyle diets 1. A food allergy is an immunological reaction to food proteins. 2. Food intolerance is a pharmacological reaction (like side effects from a drug to the chemicals in foods. 3. A therapeutic diet can meet the nutritional needs of a medical illness or condition. 4. A lifestyle diet is a preference to eat or reject certain foods for various reasons. Food and Beverage Services Page 55 INSTITUTE OF SCIENCE &TECHNOLOGY 1. Food allergies It can be very serious and can lead to hospitalization and in some case death. Never too complacent when a guest says they have an allergy. Check and double check with the kitchen regarding the ingredients and possible contamination of allergy foods in the dish requested by the guest. Some of the more common food allergies are. • Wheat. Some guests cannot eat food with wheat. This includes bread, pasta, cereals or any food containing gluten or food starch. • Milk. Guests may be allergic to all milk- cow, sheep, goat and sometimes soy- as they all contain milk protein. • Peanuts- Avoiding nuts can be difficult because many foods may contain traces of nuts as they are manufactured on the same production line as foods containing nuts- for example, chocolate bars. Indonesian, African, Chinese, Thai, and Vietnamese dishes more often contain peanuts and during preparation. • Fish/shellfish. • Other food allergies may include soybean, tree nut (walnut, cashew, pistachio) and eggs. 2. Food intolerance One example is asthmatics affected by sulphite preservatives in a wide range of foods and drugs, including fruit-flavored cordials and drinks, wine, bread, sausages, and dried fruit. Many people are also sensitive to monosodium glutamate (msg), a natural flavor enhancer that is found in many takeaway foods, parmesan cheese, anchovies, miso, and sauces such as soy. 3. Therapeutic diet- is a selection of foods and cooking method that is used to act as a preventive, supportive or controlling measure to meet the nutritional needs of the sufferer of a medical illness or condition. There are a great number of medical problems that require a modified diet. Diabetes and heart disease are just two examples. Some illnesses lead to disturbance of metabolism. Some foods may be harmful in some people’s bodies, causing allergic reactions such as cramps, internal swelling or loss of consciousness. 4. Lifestyle diet- are food requirements for people who choose either to eat or reject certain foods for reasons of health, morals, finances or personal taste- for example, vegetarian and weight reduction diets. Vegetarians are people who, for various reasons, don’t eat flesh from animals. Types of vegetarian diets: • Lacto-ovo. This is dietary style gets its name from the Latin word “lacto” meaning milk, and the Italian word “ovo” meaning egg. Foods eaten include eggs, cheese, milk, cream, yoghurt, and butter. Foods not included in the diet are meat, fish, and poultry. Food and Beverage Services Page 56 INSTITUTE OF SCIENCE &TECHNOLOGY • • • 5. Lacto. This vegetarian diet is similar to the lacto- ovo diet; however eggs are not eaten. Foods eaten include cheese, milk, cream, yoghurt and butter. Foods not include in the diet are meat, fish, poultry and eggs. Vegan. Vegans are strictly vegetarians. Foods eaten include plant products, nuts, soy products, and molasses. Foods not included in the diet are meat, fish, poultry, eggs, milk, cheese, butter, gelatin and lard. Strict vegans also reject items such as honey, and margarine. Piscatorian. The Piscatorian style gets its name from the star sign Pisces (fish). Foods eaten included fish (all seafood), cheese, milk, cream, yoghurt, butter and eggs. Foods not included in the diet are meat and poultry. Other dietary needs- While a guest may not have an allergy or intolerance, they may opt not to eat some foods in restaurants today, guests are requesting the following types of meals: • Fat free. To be classified as fat free, food items must be less than 0.15% fat. Butter, coconut and palm oil, cottonseed oil, lard, cocoa butter and beef tallow are all high in saturated fat. • Carbohydrate free. A food provides fuel for our body in the form if fat, protein, carbohydrates and alcohol. Carbohydrate- containing foods include bread, breakfast cereals, rice, pasta, legumes, corn, potato, fruit, milk, yogurt, sugar, biscuits, cakes. • • • Vegetarian or vegan (a diet free from any animal products). Low in cholesterol. Include foods like full- fat dairy products, processed meat, snack foods, pastries and cakes, and deep- fried take away foods. Organic. Organic food is grown and produced without synthetic chemicals (such as pesticides or artificial fertilizer). Organic procedure can include fruit and vegetables, meat and by products, dried legumes, grains, honey and some processed foods. CULTURAL AWARENESS Different religious beliefs mean the customers will only eat certain foods or food prepared in certain ways. Most customers will let you know if they have a special need when making a booking or arriving at the restaurant. These needs may vary according to how strictly they follow their religion. Cultural foods may include: • Kosher. Food that complies with Jewish dietary law is referred to as “kosher”. Certain animals are considered “unclean” and are not eaten- for example, fish with no scales or fins, all mollusks and crustaceans, pigs, and animals living underground. All edible animals must be properly slaughtered, soaked, salted and washed according to kosher standards. Meat and milk products cannot be prepared or eaten together. Many Food and Beverage Services Page 57 INSTITUTE OF SCIENCE &TECHNOLOGY international hotels have now built kosher kitchens where food preparation is over seen by Rabbi. • • Halal. Food that is slaughtered and prepared according to Islamic law. Muslims don’t eat pork or decaying meat, or the meat of animals that have died violently. Muslims also fast for the month of Ramadan, when they don’t eat or drink between sunrise and sunset Prashad. Food that is blessed for Hindus. Hindus are revere (hold in high regard) the cow and many Hindus are vegetarians. While they may eat meats, they don’t generally eat beef. Understanding different culture and religious food requirements will help you to ensure the guests’ needs are respected. Religious dietary laws should be considered as well as guest dietary limitations due to food allergens. 1.2 Undertake suggestive selling The content of this topic includes the following performance criteria; information about the food items are provided in clear explanations and descriptions; items on specials or promos are offered to assist guests with food and beverage selections; name of specific menu items are suggested to guests rather than just mentioning the general categories in the menu to help them make the choice and know what they want; standard food and beverage pairings are Recommended; several choices are given to provide more options to guests; descriptive words are used while explaining the dishes to make it more tempting and appetizing; suggestive selling is carried out discreetly so as not to be too pushy or too aggressive. 1. Suggest and recommend food (example the best seller or the chefs menu of the day) Note: start with the main course Waiter: sir/mam would you like to try our best seller……. The T-bone steak, it is real beef with mushroom in creamy white wine sauce. Guest: ok let me have that. Waiter: how about the preparation, would you like it rare, medium rare or well done? Guest; ok well done please. 1.3 carry out upselling strategies Food and Beverage Services Page 58 INSTITUTE OF SCIENCE &TECHNOLOGY The content of this topic includes the following performance criteria; slow moving but highly profitable items are suggested to increase guest check; second servings of items ordered are offered; food portion or size is mentioned for possible adjustments with the orders; new items are recommended to regular guests to encourage them to try other items in the menu. 1. Try to complete the meal Waiter: for your appetizer, would you like to begin with an appetizing dish like Tuna Sashimi or lobster Canapé perhaps? Guest: Tuna sashimi, please. Waiter: how about a hot steaming soup shall I serve you after an appetizer? You can try our sumptuous “Corn or crab” Guest; alright, that would be fine. Waiter: to balance your diet, our vegetables are freshly harvested in our own backyard garden. We have green salad or ceasar salad. Which do you prefer? Guest: green salad I like. Waiter: for your dressing how would you like, is it thousand island , vinaigrette or French dressing. (take note: if the guest orders for a ceasar salad. Don’t ask the dressing anymore) Waiter: as a lingering finish shall I serve you a dessert, we have a delectable selection of sweets. Prepared by our executive chef like sabayon and orange custard with meringue. Guest: orange custard with meringue. 2. Suggest wine accompaniments Waiter: since you have ordered Tuna Sashimi for your appetizer. May I recommend a dry white wine to complement its taste. You can choose from our house wine Carlo Rossi or Premium brand Robert Mondav? Guest: Yes please. Carlo Rossi Waiter: would it be in bottle or glass. Guest: in a glass please. Waiter: to complement the taste of your T-bone steak, shall I serve you a full bodied red wine. It will enhance the true flavor of your steak. You can choose form our house wine Carlo Rossi or Premium brand Robert Mondavi? Guest: Carlo Rosi please/ Food and Beverage Services Page 59 INSTITUTE OF SCIENCE &TECHNOLOGY Waiter: would it be in bottle or glass. Guest: in a glass please. Waiter: how about a dessert wine, we have port wine and a champagne, which do you like? Guest: champagne please. 3. Suggest Coffee or Tea Waiter: For your after dinner drink shall I serve you a freshly brewed coffee or tea? Do you want it in a full pot or in a cup? 4. Repeating orders Waiter: is there anything you want to add with your order? Guest: nothing to add Waiter: may I repeat your order sir/mam. You have ordered …….(start with appetizer). Did I got your order correctly sir/mam. Excuse me sir/mam may I take the menu book?folder? It will take some time to prepare your meal, will you wait for a minute sir/mam as I prepare your order? Guest: yes SELF-CHECK NO. 2.2 MULTIPLE CHOICE : Choose the letter of the best answer. Write the letter of your choice to a separate sheet. 1. A traditional docket that is a manual system often used in medium and large-sized hotels and restaurant. A top copy is for the kitchen, second copy for the cashier and the third is for the waiter. a) Triplicate docket system b) Computerized docket system c) Order slip d) Official receipt Food and Beverage Services Page 60 INSTITUTE OF SCIENCE &TECHNOLOGY 2. Food that is slaughtered and prepared according to Islamic law. Muslims don’t eat pork or decaying meat, or the meat of animals that have died violently. a) Kosher b) Lacto- Ovo c) Halal d) Pork 3. Food that complies with Jewish dietary law is referred to as _______. Certain animals are considered “unclean” and are not eaten- for example, fish with no scales or fins, all mollusks and crustaceans, pigs, and animals living underground. a) Halal b) Snails c) Pescatorian d) Kosher 4. They are people who, for various reasons, don’t eat flesh from animals. a) Muslims b) Jewish c) Vegetarian d) Hindus 5. It is an immunological reaction to food proteins. a) Food intolerance b) Life style diet c) Therapeutic diet d) Food allergy LESSON 4 PROVIDE FOOD AND BEVERAGE SERVICES TO GUEST This lesson deals with the knowledge and skills required in the provision of food and beverage service to guests in various types of dining venues and diverse styles of service. This lesson focuses on the procedures in the delivery of food and beverages to guests as well as on the knowledge and skills that underpins the efficient work performance in assisting the dining guest during and after the meal service. CONTENT OF THE LESSON: The content of the lesson includes principles in Food and Beverage Service, different Food Service Styles, sequence of table Service, techniques in Carrying plates and ashtrays, Handling Guests with Special Needs, banquet Service, carrying Plates and Trays Procedures, food Safety Principles, Knowledge Food and Beverage Services Page 61 INSTITUTE OF SCIENCE &TECHNOLOGY on different Wines and its services, procedure in presenting and opening wines and Beverage Service, Procedure in Settling bill, Bidding Goodbye to Customers, clearing of Table Techniques, and Managing Intoxicated Customers The learner demonstrates understanding of concepts and principles in providing food and beverage services to guests in various types of dining venues and diverse styles of service. The learner demonstrates knowledge and skills on the; 1.1 proper way of giving food and beverage services to guests; prepare schedules of menus to be served; perform strictly the sanitation and hygiene practices in dealing with guests, and in responding to their food and beverage service needs; demonstrates the skills in proper food and beverage selection in handling guests with special needs; demonstrates skills in responding to cultural food needs with variety and quality; respond efficiently to customers’ query on food and drinks with courtesy. demonstrates skills in the different type or style of table setting with character, and right color combinations for aesthetic considerations; responds effectively and efficiently to customers’ special requests’ that are within the bounds of the service guidelines of the establishment; demonstrates wholesome personality in receiving customers; shows prompt attention to customers’ needs in terms of advanced service reservations ; show competence in making schedules of beverages to be prepared and served; demonstrates skills in serving beverage orders; communicates needs of customers to the service area with accuracy; follow strictly the sanitation and hygiene practices in dealing with guests, and in responding to their beverage service needs; performs the billing payment procedure with accuracy and efficiency; discusses positively with colleagues on some matters with reference to improvements in the kitchen shop organization, including equipment and furniture keeping after dining operation hours; and shows skills in table setting appropriately in accordance with establishment standard procedure; and demonstrates skills in managing intoxicated persons. serve food orders The content of this topic includes the following performance criteria; slow Food orders are picked up promptly from service areas; food orders are checked for presentation Food and Beverage Services Page 62 INSTITUTE OF SCIENCE &TECHNOLOGY and appropriate garnish and accompaniments; food orders are served to the guests who ordered Them; food orders are served and cleared with minimal disturbance to the other guests and in accordance to hygienic requirements; food orders are served in accordance with the enterprise serving style standards; name of the dish or order is mentioned upon serving the guest; sequence of service and meal delivery is monitored in accordance with enterprise procedures. CORRECTING THE COVER A cover is a terminology use in restaurant establishments for the space given to each guests. To correct the cover is to adjust the cutlery originally laid to meet a guest’s specific order. Covers are corrected after the orders have been taken and placed with the kitchen. At this time they are corrected up to and including the main course. Procedure of correcting the cover: a. Prepare the cutlery for each guest, up to and including the main course, on a service plate. b. Starting with the guest whose order was taken first, move around the table, correcting the covers. c. Correct the knife section of the guest and the fork section of the next guest by standing between them to prevent the need to lean across the front of the guest. d. Adjust the cutlery, lift the item not required and replace it with the correct item. e. Pick up the cutlery, holding it between the thumb and the index finger at the neck or joint between the handle and the top of the gear. 1.2 1. complete the place setting waiter: excuse me sir/mam may I complete and correct your place setting. (note: if T-bone steak was ordered, replace dinner knife with steak knife. Remove dessert fork if sabayon was ordered) 2. serving the food (on the right side of the guest) Remember: liquid first before solid, white-wine for appetizer, red-wine for main course, port wine for dessert. Always remember or mention the name of the food and drinks while serving. assists the diners Food and Beverage Services Page 63 INSTITUTE OF SCIENCE &TECHNOLOGY The content of this topic includes the following performance criteria; additional requests or needs of the guests are anticipated; additional food and beverage are offered and served at the appropriate times; necessary condiments and appropriate tableware are provided based on the food order; delays or deficiencies in service are recognized and followed up promptly based on enterprise policy; the “3-minute check” is conducted to check guest ‘s satisfaction; children and guests with special needs are treated with extra attention and care. Different Types of Food and Beverage Services in Hotels | Restaurants There are many different types of food and beverage service types or procedures, but the major category of the food service is 1) Plate Service, 2) Cart Service, 3) Plater Service, 4) Buffet Service and 5) Family style service. Below is the list of different type of food and beverage service followed by hotel, resorts, restaurants, fast food establishments etc. 1. Table Service / What is a Table service? Table service is considered as a border category of service style which consists of English Service, American Service, Pre plated Service Etc. In this type of f&B service, the guest is seated at the table with laid cover and orders from the menu. The guest has to be greeted with an eye contact and a warm welcome. The server or waiter should normally address the guest by sir or madam. If the server knows the guest name then they should address the guest by their Surname and title. Assist the guest in seating as per the number of persons or any special requests. While seating the Food and Beverage Services Page 64 INSTITUTE OF SCIENCE &TECHNOLOGY guests the least desirable areas like the tables near to side stations, kitchen, dishwashing area etc. to be only offered is all other tables are full. The menu to be presented after opening to the women first, then the host and clockwise for other guests. Special attention to be given to kids. When serving the guest orders the server or waiter should have a good understanding of who ordered what dishes. 2. English Service / What is a English Service / Family Style F&B Service? English service requires the food to be placed on large platters or in large bowls. These food portions are then delivered to the guest’s table by waiters/servers. Once the host checks and approves the food the same is placed on the table. The guests then pass the food around the table and serve themselves. In some cases, the host may also ask the waiter to serve the food. This is a common type of F&B service style as the ease of service and waiters shouldn’t be highly skilled. The Family style F&B service is easy to implement. The servers or waiters shouldn’t be that much skilled. This type of service also requires little dining area or space. There is a higher or rapid table turnover rate with this type of service. One of the major disadvantages of the family style service is the difficulty to control the portion sizes. This is because the last guest who gets served may not get enough item if other guest had taken more. 3. French Service / What is a French service? Food and Beverage Services Page 65 INSTITUTE OF SCIENCE &TECHNOLOGY French Service is a very detailed and highly skilled type of service. It is very elaborate and expensive type of service. The chefs demonstrate culinary skill, by preparing meals in front of the guests. Normally all fine dining restaurants follow this type of service. VIP’s and VVIP’s are also given this kind of service style. Plated entrees are served from the right, all other courses from the left. Beverages are served from the right. French Service style is very expensive because it involves professional waiters to the server properly and slowly. The ambience and decor of the restaurant are always in high luxury. All diners are given the individual attention and they enjoy. 4. Silver Service / What is a Silver service? The service style is similar to the French Service and Guèridon Service. The difference is an elaborate sterling silverware is used for the food and beverage service. Due to the fact that silver cutlery and crockery are expensive, EPNS (Electroplated Nickel Silver) service ware is used most commonly in hotels and restaurants. Only fine dining or speciality restaurants use silverware due to the high investment and maintenance cost. In this kind of service, the food and beverages are Food and Beverage Services Page 66 INSTITUTE OF SCIENCE &TECHNOLOGY served in silver cutlery and cookery. The table is normally set with sterling silverware. All food is portioned into silverware from the kitchen itself. The silver platters are kept is the table side station normally with hotel plates. During serving the waiter present the food to the host for approval and serves to the guests. A service spoon and fork is used for serving. 5. American Service / What is an American / Pre-plated service? One of the most common and widely accepted kinds of food and beverage service. The servers take guests orders in the dining area. The order is sent to kitchen staff via KOT (Kitchen Order Ticket). Food is prepared and pre-plated in the kitchen itself by the chef. The server or bus person bring the food to the restaurant and placed on side stands. Pre-plated food is then served to the guests by the server. Food and Beverage Services Page 67 INSTITUTE OF SCIENCE &TECHNOLOGY 6. Russian Service / What is a Russian service? Similar to the French Service but faster and less expensive. Display and presentation are the major part of this service. Whole joints, poultry, game, fish etc are elaborately garnished and dressed. After presenting to the guest the server or waiter portions or carve them and serve to the guests. Normally only one server is required per table. No extra space is required for the equipment like the French F&B service type. Ideally suited for banquet service with the fixed menu. 1.3 perform banquet or catering food service The content of this topic includes the following performance criteria; serviceware are prepared and checked for completeness ahead of time; tables and chairs are set up in accordance with the event requirements; food is served according to general service principles; food is handled based on food safety procedures; coordinated service of meal courses is ensured; assigned areas are kept clean in accordance with enterprise procedures; tables are cleared and soiled dishes prepared to be brought for dishwashing after the event or function; number of guests being served is noted and monitored. 1. Cart Service / What is a Guèridon Service / Cart Service? Food and Beverage Services Page 68 INSTITUTE OF SCIENCE &TECHNOLOGY In this type of F&B Service partially cooked food from the kitchen is brought to the service area in a Guèridon trolley. The Gueridon troll has a portable heating unit for completing the cooking process. A wide variety of fish, meat and poultry is either cooked or flamed (flambéed) in the trolley. Chef du rang is responsible for taking orders, serving drinks and preparing food at the table. In a large hotel, Commis du rang assists the Chef du rang. Both the Chefs should know how to use a spoon and fork for serving the cooked food to the guest. The prepared food should be garnished as per the standards before serving. This type of F&B service can be only implemented on a well planned and designed dining room. The Food is always served from the right hand side of the guest. All the fixtures furniture, layout etc should be compatible with the elegant service style offered. Gueridon Type of F& service provides highly eb rsonalized guest service. High level of customer satisfaction as the dishes are prepared, carved or flamed in their presence. Good merchandising device. The average Spending power is high. 2. Snak Bar Service / What is a Snack bar service? Food and Beverage Services Page 69 INSTITUTE OF SCIENCE &TECHNOLOGY A Tall stool is placed on a counter so the guest may order and eat at the counter itself. A menu card is presented or the guests can choose the food directly from the display counter. In some restaurants, the available items are simply displayed on a blackboard or LCD monitor. This kind of service is normally followed in BAR and Pubs. 3. Self Service / What is a Self Service? In this type of Food and Beverage Service the guest/customer is required to help himself/herself. Normally food is either kept on a counter or buffet. The customer picks up the required food from the buffet. Payment is either done prior to the food pickup or after food is picked up. The layout for such F&B service type should be done for free guest flow. 4. Buffet Service / What is a Buffet Service? Food and Beverage Services Page 70 INSTITUTE OF SCIENCE &TECHNOLOGY Buffet service displays food in a chafing dish on counters or tables. Guests or customers help themselves to pick up as many and as many items, they would like to eat. Plate and cutlery (fork and spoon) is kept at the starting of the buffet counter. There are servers behind the counter who helps the guests with serving the food from the chafing dish to the plate. Buffet can be a simple food spread to very elaborate food, beverage, starters, dessert, salad presentation. The staff should consistently keep the buffet containers full. In some kind of buffet setup like sitdown buffet serves to serve the food to the guest sitting the table. There are on the spot cooking in some buffet counter eg. Counters which cook the displayed fish or meat, or counters for pasta etc. Guest are also allowed to replenish any item they prefer. Special attention and planning are required for buffet layout. The recommended number of guests one a buffet counter can server is 70 – 75. The number of buffet counter and the banquet layout to be decided as per the total min guaranteed guests who will attend the party. This type of service is recommended for large gathering or party. The banquet staff should maintain cleanliness and order during buffet service. 5. Cafeteria Service / What is a Cafeteria Service? Food and Beverage Services Page 71 INSTITUTE OF SCIENCE &TECHNOLOGY This type of service is generally used in Canteens, Industries, Staff Cafeterias etc. Has limited or fixed menu. The pricing may or may not be at a subsidized rate. Entry to such cafeteria may be restricted to authorized people only. There is limited space with basic facilities. Clearance of the used plates and soon is done by the guest itself. Narrow tables with high tables are often placed to save space. 6. Single Point Service / What is a Single point service? The guest pays for the food and beverage over the counter. From the same counter, he/she receive the food and beverage. Most of the fast food, takeaways, Kiosk, drive through etc. are examples. Automated vending machines are also considered as single point F&B service. 7. Take Away Service / What is a Take Away Service? Food and Beverage Services Page 72 INSTITUTE OF SCIENCE &TECHNOLOGY Similar to the single point style of F&B service. Take away orders are received either over the counter, driveway, telephone, website or mobile app. Payments are either made in advance via online payment or paid by cash at the time of order pickup. All Fast food restaurant provide take away option. Automated Kiosk is also used for selecting and ordering takeaways. The automated vending machine is also used for this type of service. 8. Mobile Pantries / What is Mobile Pantries? These are moving food preparation pantries installed in service elevators. Orders taken by the order takers are passed on to the moving pantry. The food is then prepared and served on the appropriate floor. There are other types of mobile pantries where the food is prepared in the main kitchen and then send to the floor with a mini mobile pantry. In-Room Dining staff picks up the food from the floor and serve to the guest room. Food and Beverage Services Page 73 INSTITUTE OF SCIENCE &TECHNOLOGY 9. Blue Plate Service / What is a Blue Plate Service? Blue plate service is a type of table service commonly use for a small group of guests. Normally the table and dining area is small in service. These are pre-plated meals with meat, veggies etc. The serving plate might also have divided ridges. 10. What is Automatic or Conveyer Belt Service? Food and beverage are served to guest via a conveyer belt. Guest makes the order via the restaurants or hotels mobile app after selecting the table or seat number. Food is then delivered via a conveyer belt to the table. There are restaurants with continues conveyer belt circulating around the counter, chef places the prepared dishes on the conveyer belt. Eg: Sushi Restaurant. 11. Robotic Service / What is Robotic Service? Food and Beverage Services Page 74 INSTITUTE OF SCIENCE &TECHNOLOGY This type of service is often found in Casino’s and Luxury Cruise Liners. Guest makes the order on an interactive touch screen after scanning their room key card. Selections are made from the touchscreen, which is then sent to the robotic arms processors. The order is then prepared by the Robotic arm and placed on a small conveyor belt. Payment is automatically charged to the guest room account. Smartphones with the hotels or cruise liners mobile app installed are also used for selecting the orders. Normally these type of Robotic arm is used to prepare cocktails and mocktails in BAR. 1.4 serve beverage orders The content of this topic includes the following performance criteria; beverage orders are picked up promptly from the bar; beverage orders are checked for presentation and appropriate garnishes; beverages are served at appropriate times during meal; beverages are served efficiently according to established standards of service; beverages are served at the right temperature; for full bottle wine orders, wine is opened efficiently with minima disturbance to the other guests; wine service is carried out in accordance with establishment procedures; coffee and/or tea service is carried out in accordance with establishment procedure. 1. Presenting the wine Waiter: excuse me sir/mam may I present you your _________________it has ____________alcohol by volume and it is made from ___________. Waiter: excuse me sir/mam would you like to smell the wine? Would you like it in a glass or bottle. Food and Beverage Services Page 75 INSTITUTE OF SCIENCE &TECHNOLOGY 2. Sequence in meal service a. Appetizer b. Soup c. Salad d. Main course e. Dessert f. Beverage 3. Clearing the table Waiter: sir/maam are you done? May I clear your plate now? Or may I clean your table now? Note: before serving the dessert crumb the table first. 1.5 process payments and receipts The content of this topic includes the following performance criteria; bills are prepare and processed accurately in coordination with cashier; amount due is verified with customer; cash and non-cash payments are accepted and receipts are issued; change are given as required; required documentation is completed in accordance with enterprise policy. 1. Settlement of the bill Waiter: is there anything else you want to add with your order? Shall I present your bill now? Guest: yes please Waiter: how would you like to settle your bill, do you want to pay it in cash or charge in your card? If exact amount payed say: thank you for giving us the exact amount , please wait for your receipt. If cash with change. Count the money and say: “I received 2000 pesos, wait for a while for your change and receipt.” If card say: “could you please accompany your card with a valid ID for the confirmation. Thank you.” Just a minute sir/mam as I processed your bil. Excuse me. After processing say: If cash with change: “sir/ma here is your change and receipt.” If card say: sir / mam this is your card and receipt. Could you sign in this part? 1.6 conclude food service and close down dining area Food and Beverage Services Page 76 INSTITUTE OF SCIENCE &TECHNOLOGY The content of this topic includes the following performance criteria; soiled dishes are removed when guests are finished with the meal; food scraps are handled in accordance with hygiene regulations and enterprise procedures; equipment are cleaned and stored in accordance with hygiene regulations and enterprise procedures; tables are cleared, reset and made ready for the next sitting when guests are finished with the meal, guests are thanked and given a warm farewell; electrical equipment are turned off where appropriate. 1.7 1. Biding goodbye In bidding goodbye, pull the chair of the guest preferably ladies, assist with their belonging or if with coat, bring it with them and say: Thank You for dining with us, were looking forward for your next visit. manage intoxicated persons The content of this topic includes the following performance criteria; levels of intoxication of customers are determined; difficult situations are referred to an appropriate person; appropriate procedures are applied to the situation and in accordance with enterprise policy; legislative requirements are applied. What is intoxication? Different countries will prohibit the sale or supply or alcohol to someone who appears to be intoxicated or drunk. By what does this mean? When do you know someone has reached this level? In summary, “intoxicated” is the body‟s response to having alcohol in the human system. Determine the level of intoxication 1. Assess intoxication levels of customers Duty of care. Reasons for responsible service of alcohol. Alcohol. Effects of alcohol. What is intoxication? 2. Signs of intoxication Tool to help identify intoxication. Offer assistance to intoxicated customers politely. Monitor the environment Food and Beverage Services Page 77 INSTITUTE OF SCIENCE &TECHNOLOGY 3. Types of assistance. Refer difficult situations to an appropriate person within or outside of the establishment appropriate internal persons reaching appropriate internal persons. Seek assistance from appropriate people for situations which pose a threat to safety or security of colleagues, customers or property appropriate external persons reaching suitable external assistance. LESSON 5 PROVIDE ROOM SERVICE This lesson deals with the knowledge and skills required in the provision of food and beverage service particularly in the guest room of a commercial accommodation establishment. CONTENT OF THE LESSON: The content of the lesson includes room service menus, sequence of room service, taking Room service order, suggestive selling techniques, preparing mise-en-place, setting up trays or trolleys, room service procedure, presenting and settling room service account, clearing procedure. The learner demonstrates understanding of concepts and principles in providing room service. The learner demonstrates the knowledge and skills in: food and beverage service for the rooms and other related activities with appreciation and accuracy; Food and Beverage Services Page 78 INSTITUTE OF SCIENCE &TECHNOLOGY demonstrates skills and knowledge in food and beverage service related to taking and processing room service orders; practice skills in responding to customers’ needs in terms of taking down correct menus, and special food preparations as requested; respond effectively and efficiently to customers’ special requests’ within the bounds of the service guidelines of the establishment; demonstrates the knowledge and skills in preparing food and beverage for service in accordance to the establishment standard with efficiency; demonstrates the knowledge and skills in the practice of food and beverage delivery to rooms efficiently with courtesy; demonstrates skills in presenting accounts to the clientele/customer within the appropriate time politely; demonstrates the skills in clearing out the service area of used equipment, utensils, leftovers, and materials efficiency and with happy disposition. The term Room Service implies to service of food and beverages in guest rooms. It is an important food and beverage area of a hotel. Depending on the size and structure of the hotel, the services offered by this department varying from hotel to hotel. Though the main feature of room service is 24-hour operation, in some hotels, it may close during night hours. For example, Resorts may close Room Service by 10 p.m. as the revenue generated after 10 p.m. will be less than the cost being involved in operation during that time. CONTENT OF THE LESSON 1.1 take and process room service orders The content of this topic includes the following performance criteria ; telephone call is answered promptly and courteously in accordance with customer service standards; guests’ name is checked and used throughout the interaction; details of orders are clarified, repeated and checked with guests for accuracy; suggestive selling techniques are used; guests are advised of approximate time of delivery; relevant information are recorded and checked in accordance with establishment policy and procedures; room service orders received from doorknob dockets are interpreted accurately; 0rders are promptly transferred and relayed to appropriate location for preparation. 1. Taking room service order When the phone rings, lift the receiver on the first ring. The call should be answered right away with in three rings. The phone should be 1 inch away from the mouth for clarity of voice. In answering phone calls you must state the department, greetings of the day, your name, and offer help. Food and Beverage Services Page 79 INSTITUTE OF SCIENCE &TECHNOLOGY Room Service Attendant: room service, Good morning this is _____________________ speaking. How may I help you sir/mam? Guest: I want to order for my breakfast. Room Service Attendant: Alright mam, may I know who is in the line please and your room number? Guest: ok, I am Mr. /Ms ______________________ from room number ____________. Room Service Attendant: Thank you Mr./ Ms. __________________ for the information. For breakfast, we have American, Continental, Filipino and Chinese which do you prefer? Guest: American Breakfast please. American Breakfast Sliced bread Egg Hash brown Brewed coffee Served with fresh fruits in seasoned Room Service Attendant: For your sliced bread sir, will be it toasted or plain? For egg, whether boiled, poached, scrambled, etc.,? For fresh fruits in seasoned, whether mango, pineapple or watermelon? For your coffee whether black or with cream or cappuccino? Continental breakfast Rolls bread and croissant Choice of meat: bacon, Ham or pepperoni Marmalade, butter or honey Served with fresh juice and fresh fruit in season Choices: Mango, Pineapple, orange and guyabano Food and Beverage Services Page 80 INSTITUTE OF SCIENCE &TECHNOLOGY Filipino breakfast: 2pcs Vigan Longanisa 2pcs Lucban Longanisa 2pcs Sunny side up eggs Native tocino Served with fried rice, Batangas Coffee, Atchara and Lakatan davao Chinese Breakfast 3slices Chinese Lucheon Meat Beef tapa Ham and cheese omelet Served with shanghai rice, sliced apple, and black tea Before leaving say; will that be all sir/mam ? 2. Repeat order Room Service Attendant: “Anything else mam sir? Guest: “no more, that would be all” Room Service Attendant: by the way, how would you like to settle your bill, cash or charge it to your room? Guest : “Charge to my room” Room Service Attendant: Alright sir/mam, by what time you wish to deliver your breakfast? Guest: at exactly 7:00 am Room Service Attendant: ok sir / mam ________________ your breakfast will be delivered at exactly 7:00 am. Thank you for calling room service and have a nice day! 1.2 set up trays and trolleys The content of this topic includes the following performance criteria ; room service equipment and supplies are prepared in accordance with establishment procedures; proper room service equipment and supplies are selected and checked for cleanliness and condition; trays and trolleys are set up keeping in mind balance, safety and Food and Beverage Services Page 81 INSTITUTE OF SCIENCE &TECHNOLOGY attractiveness; room service trays or trolleys are set up according to the food and beverage ordered; 0rders are checked before leaving the kitchen for delivery; food items are covered during transportation to the room. 1. Preparing and assembling the order After getting the order, review the order and assemble all needed cutleries, glasses, linen and other equipment. Pick up the order from the kitchen. LESSON 6: RECEIVE AND HANDLE GUEST CONCERNS (GC) This lesson deals with the knowledge and skills required in receiving and handling guest concerns. CONTENT OF THE LESSON: The content of the lesson includes principles in customer relations, the two dimensions of customer service, identifying and satisfying customer needs, dealing with customer objections and negativism, handling customer complaints, dealing with different customer/clients, handling guests with special needs, dealing with different customer/clients, recording guest’s complaints. The learner demonstrates understanding of concepts and principles in receiving and handling guest concerns. The learner demonstrates the knowledge and skills in; receiving and handling guest concerns, and listening to customer’s complaints; demonstrates effective communication skills; demonstrates basic problem solving skills; and demonstrates skills in recording guest’s complaints Food and Beverage Services Page 82 INSTITUTE OF SCIENCE &TECHNOLOGY How to Handle Customer Complaints 5 strategies that can help resolve a customer complaint in a smooth and professional manner. By Amanda Herder, Account Manager, Signature Worldwide Complaints happen every day. When a customer complains, it is usually for a good reason or genuine concern. They usually have made a purchase that did not meet their expectation—a product, service, or maybe a combination of the two. In the customer service industry, we cannot avoid complaints. We must take care of the customer by listening to the complaint, and resolving it, to ensure a happy customer. Fewer than half of unhappy customers will bring a complaint to your attention. Those who never say anything will tell an average of 11 other people about their bad experience. It is important that we recognize complaints as opportunities, so we can sway these averages, one resolved complaint at a time. Customers want to know someone is listening and they are understood, and they are hoping you are willing to take care of the problem to their satisfaction. No matter what the situation is, when a customer brings a complaint to your attention—even if they do it in a less-thandesirable way—be thankful. As the old saying goes, “We can’t fix it, if we don’t know it’s broken.” Moreover, we must realize that improper handling of a customer complaint can be costly to the business. Here are five strategies that will help you handle a customer complaint in a smooth and professional manner: Stay calm. When a customer presents you with a complaint, keep in mind that the issue is not personal; he or she is not attacking you directly but rather the situation at hand. “Winning” the confrontation accomplishes nothing. A person who remains in control of his or her emotions deals from a position of strength. While it is perfectly natural to get defensive when attacked, choose to be the “professional” and keep your cool. Listen well. Let the irate customer blow off steam. Respond with phrases such as, “Hmm,” “I see,” and “Tell me more.” Do not interrupt. As the customer vents and sees you are not reacting, he or she will begin to calm down. The customer needs to get into a calm frame of mind before he or she can hear your solution—or anything you say, for that matter. Acknowledge the problem. Let the customer know you hear what he or she is saying. If you or your company made a mistake, admit it. If you did not make a mistake and it is a misunderstanding, simply explain it to the customer: “I can see how that would be incredibly frustrating for you.” You are not necessarily agreeing with what the customer Food and Beverage Services Page 83 INSTITUTE OF SCIENCE &TECHNOLOGY is saying, but respecting how he or she perceives and feels about the situation. An excellent phrase for opening up this particular conversation would be, “So, if I understand you correctly…” After the customer responds, follow up with, “So, if I understand you correctly, we were to resolve the problem by noon today. I can see how that must be frustrating for you.” Then be quiet. Usually, the customer will respond with “That’s right” or “Exactly.” By repeating to the customer what you think you heard, you lower his or her defenses, and win the right to be heard. Get the facts. After listening, take the initiative in the conversation. Now that the customer has calmed down and feels you have heard his or her side, begin asking questions. Be careful not to speak scripted replies, but use this as an opportunity to start a genuine conversation, building a trusting relationship with your customer. To help you understand the situation, get as many details as possible. Offer a solution. This happens only after you have sufficient details. One thing to keep in mind: Know what you can and cannot do within your company’s guidelines. Making a promise you cannot commit to will only set you back. Remember, when offering a solution, be courteous and respectful. Let the customer know you are willing to take ownership of the issue, even if it was out of your control. Take charge of the situation and let the customer know what you are going to do to solve the problem. A quick follow-up phone call a few days later to make sure everything is OK is icing on the cake. Even a small gesture of apology can turn this interaction from disaster to legendary. The cost could be minimal—maybe a simple upgrade on the customer’s next purchase or a small gift certificate. A simple gesture like this could result in a future referral or a positive word-of-mouth marketing recommendation. When you resolve customer complaints successfully, you will better understand their needs, retain them as loyal customers, and enhance your business. GLOSSARY A cover - another name for a place setting. A combination of flatware, dishes, glasses, and linens that are appropriate for the foods served. A la carte - when every item in the menu are priced and ordered separately Banquet - style of food service for a special occasion Booster seats or booster cushions - Food and Beverage Services Page 84 INSTITUTE OF SCIENCE &TECHNOLOGY type of elevated seat intended for children California Menu - features items for breakfast, lunch, and dinner that are offered throughout the day. Computerized control system -a docket system which is widely used in restaurants, residential hotels, and large establishments where orders are entered by waiters at one or more terminal Condiments - is a spice, sauce or other food preparation that is added to food to impart a particular flavor, to enhance its flavor Crockery - tableware such as plates, dishes, cups, and other similar items used for eating and serving; made of baked clay. Customers - persons that buy goods and services offered in a restaurant Cutlery - sharp tools made of metal, particularly knives Cycle Menu - set of dishes or menu items that are different for each day during a cycle and repeats. Degustation menu - “chef’s tasting menu”. This type of menu is described as "showcasing the chef's flair for combining flavors and textures Dinner Menu - has a larger and elongated serving portions for guests to have more time and leisure for eating. Double book - overbooking; done by accepting more than one reservation for the same table Drawback - feature that renders something less acceptable; a disadvantage or problem Du Jour Menu or Daily Menu- "Du jour" means "of the day," while "soup du jour" focuses on seasonal ingredients and preparing the freshest food possible. Duplicate docket system - a traditional manual system which can be preprinted. Often used in medium and large-sized hotel and restaurant offering limited menu Electronic Order Pad - order entry tool which provides all the menu list to make customer orders quickly Fine Dining - style of eating which takes place in expensive restaurants, often in a formal style Flatware - generic term for all dining utensils Guest check - form used to record the orders of the guests and is presented afterwards for payment Hollowware - serving dish or piece such as water pitcher, teapot, and gravy boat Menu - list of food items served in a restaurant Mise en place - French word which means “put into place” pre-service preparations No show - guest who made a reservation and neither uses nor cancels it Pax - party number; number of persons or guests; derived from the word passenger Phraseologies - expressions made when dealing with the guests Point of Sale (POS) equipment - computer-based order-entry technology which is used to capture orders, record data, and display or print tickets. POS systems - Point of Sales; the hardware and software used as transaction terminal equivalent of an electronic cash register Reservation - act of making prior arrangement in a restaurant Reservations - advance arrangement to secure accommodations in a restaurant or hotel Restaurateurs - person who owns and manages a restaurant Food and Beverage Services Page 85 INSTITUTE OF SCIENCE &TECHNOLOGY Room service - is the service of food and beverages in guests’ rooms in hotels or other accommodation establishment, such as motel or serviced apartment Semi a la carte - an entrée accompanied by standard components Static Menu - most common type of menu or pre-determined menu that does not need to change everyday. Station mise en place - the preparation of a waiter’s station in a food service Table D’ Hôte - French phrase which means "host's table". It offers one or more variants of each dish for fixed prices Table D’hote or prix fix - complete meal at a set price Triplicate docket system - a traditional manual system used in medium and large-sized hotels and restaurants Walk in-guest - a guest who walks into a place without reservations Food and Beverage Services Page 86 INSTITUTE OF SCIENCE &TECHNOLOGY FOOD AND BEVERAGE CHECKLIST Checklist are provided to help identify the skills to develop during OJT and guide your technical skills development. These checklist are not exhaustive. As many operations will have tasks which are specific to their business locations or style of service, you may want to add more tasks to these lists. The following checklist are provided: Technical skills checklist System and procedures checklist Effective manager / supervisor checklist Sample technical skills test DEPARTMENT CHECKLISTS This is a self-assessment checklist to be used during the practicum / immersion. It is a comprehensive list of the key task to be carried out when learning the core F&B technical skills. Use this checklist to help you understand the full range of task to be learned and monitor your progress. When you feel competent or knowledgeable in the area, then tick the appropriate box, which is a record of what you have learned and practice. These checklist are provided to help you, the student / trainee, to: Be aware of the range of tasks within an operational department Monitor your progress of work and learning Guide you on the variety and range of competencies required Provide a record of your competency achievements during the OJT/immersion period Food and Beverage Services Page 87 INSTITUTE OF SCIENCE &TECHNOLOGY FOOD AND BEVERAGE TECHNICAL SKILLS CHECKLIST (Self-Assessment ) MEAL MISE-EN-PLACE I know and I can 1. Place cloths on round, square, banquet and buffet tables. 2. Lay placemats 3. Handle cutlery, crockery and glasses safely and hygienically 4. Carry out a la carte table, table d’hote, table lay-up or appropriate ones 5. Carry out buffet table-accompaniments required to complete the table lay-up 6. Carry out table accompaniments required to complete the table lay-up 7. Place and remove equipment on table 8. Place extra items on the table prior to service 9. Carry out the correct process when laying-up table in the presence or absence of guest 10. Organize a sideboard for breakfast, lunch and dinner 11. Load, carry and handle trays of empty glasses 12. Prepare trays for morning coffee, afternoon tea and room service 13. Prepare and present butter for table 14. Check menus for validity and overall presentation 15. Provide appropriate hot and cold accompaniment 16. Clean, polish and stack plates in hot cupboard or side board where Food and Beverage Services Page 88 Yes N o In Progress INSTITUTE OF SCIENCE &TECHNOLOGY appropriate 17. Operate, care for and maintain all dining room equipment relevant to food service 18. Provide the appropriate specialist dining requirement including finger bowls, oyster forks, etc. 19. Apply hygienic procedures relating to the handling of small and large dining room equipment 20. La- up room for a banquet and buffet style functions 21. Arrange floral decorations for a restaurant table and a buffet table 22. Prepare and present selection of sandwiches FOOD AND BEVERAGE TECHNICAL SKILLS CHECKLIST (Self-Assessment ) GREETING THE GUEST AND TAKING ORDER I know and I can 1. Greet guests in a professional manner 2. Present menus and wine lists 3. Take the food and beverage order, offering advice 4. Use dockets / digital order / used in food and beverage service 5. Write docket 6. Apply docket procedures used in the F & B area (e.g. cashier, kitchen, own copy) 7. Use computerized systems of recording FOOD AND BEVERAGE TECHNICAL SKILLS Food and Beverage Services Page 89 Yes N o In Progress INSTITUTE OF SCIENCE &TECHNOLOGY CHECKLIST (Self-Assessment ) SERVICE AREAS AND EQUIPMENT I know and I can Yes No In Progress Yes No In Progress 1. Identify food and beverage service areas and their layout 2. Identify, use, care for and store all restaurant equipment 3. Use the right materials for cleaning the food and beverage service area and food 4. Do the procedure of cleaning the food and service area and all F & B equipment FOOD AND BEVERAGE TECHNICAL CHECKLIST (Self-Assessment ) SKILLS CLEANING AND MAINTENANCE I know and I can 1. Operate, use and care for equipment for cleaning floors, furniture, mirrors. Lights, glass doors, cutlery, crockery, glasses and Food and Beverage Services Page 90 INSTITUTE OF SCIENCE &TECHNOLOGY carpets 2. Identify the materials used for cleaning the food and beverage service area and food and beverage equipment 3. Apply process of cleaning the F & B service area and equipment FOOD AND BEVERAGE TECHNICAL SKILLS CHECKLIST (Self-Assessment ) CLEARING AND SERVING I know and I can Yes 1. Apply safe and hygienic methods of carrying cutlery , crockery and glasses 2. Remove unnecessary cutlery, crockery and glasses 3. Use trays and service salvers 4. Load, carry and handle trays 5. Load trays for semi-silver and full silver service 6. Carry hot and cold plated meals to customers 7. Use service cloth 8. Carry out the order of service for breakfast, lunch and dinner 9. Apply the process of service of beverages in dining room and function rooms 10. Apply silver service techniques Food and Beverage Services Page 91 No In Progress INSTITUTE OF SCIENCE &TECHNOLOGY 11. Apply portion control 12. Serve hot and cold accompaniments 13. Offer specialist dining equipment, e.g. finger bowls, lobster pick, escargot tong and fork, when it is needed 14. Handle appropriately the cutlery that has fallen on the floor 15. Carry out the process of providing service of meals on trays 16. Offer the modern trends in meal size 17. Appreciate time and motion techniques relevant to efficient service FOOD AND BEVERAGE TECHNICAL SKILLS CHECKLIST (Self-Assessment ) CLEARING I know and I can Yes 1. Organize a restaurant sideboard during cleaning period 2. Apply the process of clearing the table after each course 3. Apply the process of clearing side plates 4. Carry out crumbing down the table at the right time 5. Relay, remove and add place settings safely and hygienically 6. Deal with accidents, spillages and breakages during service Food and Beverage Services Page 92 No In Progress INSTITUTE OF SCIENCE &TECHNOLOGY FOOD AND BEVERAGE TECHNICAL SKILLS CHECKLIST (Self-Assessment ) BILLING AND PAYMENT I know and I can Yes No In Progress Yes No In Progress 1. Make-up a customer’s bill including the calculation of service charge 2. Present the bill to the customer 3. Computerize billing systems FOOD AND BEVERAGE TECHNICAL CHECKLIST (Self-Assessment ) SKILLS WINE AND OTHER BEVERAGES I know and I can Alcoholic Beverages 1. Identify the board categories of wine by type, color, taste and region of origin 2. Identify suitable glasses for service of: Red, rosé, white, sparkling fortified and aperitif wines Liqueurs Coffee Spirits 3. Identify the general principles of wine Food and Beverage Services Page 93 INSTITUTE OF SCIENCE &TECHNOLOGY storage prior to service 4. Identify the general rules applied in marrying wine with food 5. Identify the equipment associated with the service of wine, including carafe, wine opener, wine cradle and ice bucket 6. Open a bottle of wine 7. Apply the service procedure for each broad categories of wine by glass 8. Pour and serve beer and lager, bottled and draught 9. Serve alcoholic and non-alcoholic beverages obtained from the dispense bar 10. The changes legistation in drinking trends and maintain the Non –alcoholic beverages 1. Operate, care for and equipment for preparation 2. Prepare Tea – loose, bag, lemon, herbal Coffee - instant ground, percolator / cona / filter, iced, decaffeinated Milk – hot, cold, malted, hot chocolate Soft drinks Non-alcoholic bottled beers 3. Serve Tea - pot, cup, urn Coffee - pot, cup, urn Food and Beverage Services Page 94 INSTITUTE OF SCIENCE &TECHNOLOGY FOOD AND BEVERAGE TECHNICAL SKILLS CHECKLIST (Self-Assessment ) MENU KNOWLEDGE I know and I can Yes No In Progress 1. Understand the menu structure 2. Understand simple culinary items 3. Understand the cooking process and methods 4. Identify the cooking times and the degree of cooking and methods 5. Recognize popular menu items 6. Identify the accompaniments, cover and service 7. Identify the accompaniments, cover and service or cheese, desserts and savories 8. Recognize and know popular dishes FOOD AND BEVERAGE TECHNICAL CHECKLIST (Self-Assessment ) HOSPITALITY SKILLS I know and I can SKILLS Yes 1. Communicate effectively with colleagues and customers 2. Demonstrate good selling skills – other products and facilities where appropriate 3. Provide information relating to local services, places of interest, amenities, Food and Beverage Services Page 95 No In Progress INSTITUTE OF SCIENCE &TECHNOLOGY theaters and local events 4. Apply the procedures for, and can respond positively to, compliments and complaints 5. Observe and anticipate customers’ needs 6. Anticipate and respond to particular needs of children, elderly and disabled persons if appropriate 7. Deal with difficult situations 8. Deal with enquiries made by telephone or customers calling 9. Apply the process of dealing with lost property FOOD AND BEVERAGE TECHNICAL SKILLS CHECKLIST (Self-Assessment ) PERSONAL HYGIENE, HEATLH AND SAFETY I know and I can Yes 1. Maintain and required standard of personal hygiene 2. Recognize the need for safe work practices in maintaining good health 3. Appreciate the significance of wearing a uniform 4. Recognize the importance of correct posture when sitting or standing 5. Identify the main responsibilities of a proprietor under the food hygiene regulations 6. Recognize the responsibilities of a proprietor under the safety, health and welfare guidelines 7. Identify and understand the importance of a safety statement and its content in the workplace 8. Recognize how the smoking regulations apply to the work environment Food and Beverage Services Page 96 No In Progress INSTITUTE OF SCIENCE &TECHNOLOGY FOOD AND BEVERAGE TECHNICAL CHECKLIST (Self-Assessment ) HYGIENE IN THE WORKPLACE I know and I can SKILLS Yes 1. Understand the procedures involved in hygiene practices in the workplace 2. Understand the hygienic principles involved in correct food storage, preparation and service 3. List the causes of food poisoning and methods of prevention 4. Appreciate the dangers of crosscontamination and identify measures that must be taken to prevent it from happening 5. Identify the range of temperature which will ensure a safe and hygienic standard of work when using : Refrigeration Deep freeze methods Dishwasher Rinse water 6. Understand the principles of cleaning: What is meant by cleaning Why we clean food, facilities and equipment How to clean food, facilities and Food and Beverage Services Page 97 No In Progress INSTITUTE OF SCIENCE &TECHNOLOGY equipment 7. Understand the different surfaces and the correct equipment and cleaning agents to use on them 8. Understand the need for pest, rodent and insect control 9. Guide and do process the process when the health inspector visits the establishment FOOD AND BEVERAGE TECHNICAL CHECKLIST (Self-Assessment ) SAFETY IN WORKPLACE I know and I can SKILLS Yes 1. Apply safe methods in carrying out all duties 2. Understand the essential safety procedures for guest and employees 3. Recognize the need for effective induction procedures when involved with new areas of work and responsibilities 4. Recognize the need for information, training and supervision in ensuring safety and health at work 5. Understand and demonstrate correct methods of lifting and handling equipment and machinery 6. Recognize the need for safe and wellmaintained equipment and machinery in the workplace 7. Understand and reporting system Food and Beverage Services apply maintenance Page 98 No In Progress INSTITUTE OF SCIENCE &TECHNOLOGY 8. Demonstrate the procedures for dealing with breakages and spillages in the workplace 9. Appreciate the needs for security system 10. Know the procedure for evacuation in the event of an emergency 11. List the key dangers associated with working in the hotel and catering industry and know how to prevent accidents relating to these dangers FOOD AND BEVERAGE TECHNICAL CHECKLIST (Self-Assessment ) FIRE SAFETY I know and I can SKILLS Yes 1. Recognize the potential causes of fire within the workplace 2. Understand the various methods of fire prevention and fire drill 3. Identify the range of firefighting equipment and apply the correct procedures for use of each: Fire hose Fire extinguishers Fire blankets 4. Understand the importance of ensuring that all passageways, corridors, and fire points Food and Beverage Services Page 99 No In Progress INSTITUTE OF SCIENCE &TECHNOLOGY are kept clear at all times 5. Recognize the importance of ensuring the fire prevention and firefighting equipment is regularly maintained and checked 6. Know legal and insurance responsibilities in relation to: Fire Emergency FOOD AND BEVERAGE TECHNICAL CHECKLIST (Self-Assessment ) EMERGENCIES I know and I can SKILLS Yes 1. Assess and apply the correct procedure in the event of: Accidents Illness Emergencies 2. Understand and apply simple first aid kit Burns Dressing Food and Beverage Services Page 100 No In Progress INSTITUTE OF SCIENCE &TECHNOLOGY Plasters Bleeding 3. Identify the contents of a fully stocked first aid kit 4. Understand the importance of reporting accidents 5. Locate emergency telephone numbers Doctor and dentist Hospital Senior Management 6. Understand the legal and insurance responsibilities in relation to accidents REFERENCES https://setupmyhotel.com/train-my-hotel-staff/f-and-b/591-types-of-f-b-service.html Food and Beverage Services Page 101 INSTITUTE OF SCIENCE &TECHNOLOGY http://www.asean.org/wpcontent/uploads/images/2013/economic/matm/Toolboxes %20for%20S https://www.asean.org/storage/images/2013/economic/matm/Toolboxes%20for %20Six%20Tourism%20Labour%20Divisions/Common%20Competencies%20(as%20of %20February%202013)/Manage%20intoxicated %20person/TM_Manage_intoxicated_persons_310812.pdf https://www.realsimple.com/holidays-entertaining/entertaining/how-to-set-a-table https://trainingmag.com/content/how-handle-customer-complaints/ Food and Beverage Service 9th Lillicrap, Cousins, Hodder Arnold 2005 Food and beverage service management book Gajanan Shirke, Mar 2, 2014 Food and beverage service Leonora David-Basbas2014 Food and beverage services, hepner, second editionwww.google.com Food Service and Bartending(revised edition) Amelia S. Roldan/Benito T. Edica Food and Beverage Services Page 102
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