MODULE I
INSTITUTE OF SCIENCE &TECHNOLOGY
FOOD AND BEVERAGE SERVICES
Food and Beverage Services
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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
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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.
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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.
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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
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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
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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
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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
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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
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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
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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.




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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
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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
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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
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 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.
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 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.
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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.
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 BEVERAGE WARE
Used to serve all types of beverage. In formal service it must be made in glass.

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
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.
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 HOLLOW WARES
Hollowware refers to the table appointments with volume and depth, used primarily for
serving Food and Beverages and/or decoration.
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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
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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.
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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.

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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.
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
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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.
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
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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.
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TABLE SETTING STYLES
●Breakfast Set-up
●French Set-up
● Russian Set-up
●ala-carte / English
●lauriat
●American
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 NAPKIN FOLDING
LOTUS
OPEN PYRAMID
SQUARE KNOT
SMALL CANDLE
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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
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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.
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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
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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
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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.
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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
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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;
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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.
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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”?
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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
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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
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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
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
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
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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
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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.
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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.
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
•
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.
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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.
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
•
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.
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•
•
•
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.
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
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.
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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
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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.
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•
•
•
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.
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•
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:
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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
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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:
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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.
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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
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



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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.
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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.
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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.
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•
•
•
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
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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
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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/
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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
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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
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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
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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
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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
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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?
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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
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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.
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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?
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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?
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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?
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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?
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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?
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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.
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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?
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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.
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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
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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
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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;
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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.
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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
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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
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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
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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
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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 -
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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,
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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
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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
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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
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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
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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
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
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
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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
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