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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
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.
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.
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.
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.
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
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
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.
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.
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
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
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.
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.
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.
BEVERAGE WARE
Used to serve all types of beverage. In formal service it must be made in glass.
Water goblet - Used for serving water only. Sometimes called as banquet goblet.
(tumblers) Highball and Collins glass - Used for serving juices, soft drink, and
long cocktail drinks.
Red wine glass - It has 5oz capacity and Used for serving red wines like cabernet
sauvignon or pinot noir.
White wine glass - Used for serving white wine like chardonnay and fume blanc.
It has straight sides
Champagne flute - Used for serving sweet champagne.
Port or dessert wine glass - Used for serving port or dessert wine.
HOLLOW WARES
Hollowware refers to the table appointments with volume and depth, used primarily for
serving Food and Beverages and/or decoration.
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.
●lauriat ●American
NAPKIN FOLDING
Activity 1.3.2
Under time pressure, preferably three (3) minutes, demonstrate 12 napkin folds based on
TABLE SKIRTING
Definition - is used to decorate to be used in different kinds of occasions, for elegance, to cover
the actual table.
Swag
Activity 1.3.3
Student are given a table to be skirted, using the design based on the modules
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.
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
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.
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 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.
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.
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”?
NOTE: Give them a copy of the menu and say: “Would you like to review the menu
now while you wait?”
2. 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.
3. 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.
4. 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.
5. 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
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.
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
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
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.
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.
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
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.
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.
• Over the coal appetizers- it is more popular when served outside and the guests
attend the grilling.
• 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.
• Consommé- thin soup made from clarified stock, usually beef stock. Thick soups
(potage) are classified depending upon the type of thickening agent used.
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.
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.
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.
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
1. As the guest sits at the counter, ask politely for his drink; recommend if asked
2. 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
3. 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.
4. 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.
5. 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.
6. Make the bill or cheque for the counter; be sure that you have placed all the orders on
it.
7. Keep the counter clean after each customer leaves, ready for the next one to come.
1. 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.
2. 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
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.
• 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.
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. Takes effort to sell a complete meal. Suggest appetizers, soup and salads to complement
the main dish.
6. 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___.
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:
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-mignon- rare, 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
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. Present the menu when the guests are seated properly and comfortably.
2. Present the menu without torn and in neat manner.
3. In taking the order of the guest, ladies should always be first.
4. An a la carte menu offers item that are individually priced.
5. Menu contains appetizer, soup, salad, and dessert only.
ENUMERATION:
Enumerate the following. Write your answer to a separate sheet.
Types of menu:
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 Column B
1. Appetizer a) canapés’
2. Soup b) beef steak
3. Salad c) chocolate mouse
4. Main course d) Caesar salad
5. Dessert e) coke
f) Coffee
g) Bouillon
ENUMERATION:
Enumerate the following. Write your answer to a separate sheet.
This lesson deals with the knowledge and skills required in providing advice to customers on
food and beverage products in foodservice enterprises.
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
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.
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.
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.
5. 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.
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
• 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. 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.
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?
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?
Waiter: how about a dessert wine, we have port wine and a champagne, which do
you like?
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
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
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
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; and shows skills in table setting appropriately in accordance with
establishment standard procedure; and demonstrates skills in managing intoxicated
persons.
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.
Below is the list of different type of food and beverage service followed by hotel,
resorts, restaurants, fast food establishments etc.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.
These are moving food preparation pantries installed in service elevators. Orders
taken by the order takers are passed on to the moving pantry. The food is then
prepared and served on the appropriate floor. There are other types of mobile
pantries where the food is prepared in the main kitchen and then send to the floor
with a mini mobile pantry. In-Room Dining staff picks up the food from the floor and
serve to the guest room.
Food and Beverage Services Page 73
INSTITUTE OF SCIENCE &TECHNOLOGY
9. Blue Plate Service / What is a Blue Plate Service?
Blue plate service is a type of table service commonly use for a small group of
guests. Normally the table and dining area is small in service. These are pre-plated
meals with meat, veggies etc. The serving plate might also have divided ridges.
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.
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. 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.
1.7 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.
Duty of care. Reasons for responsible service of alcohol. Alcohol. Effects of alcohol.
What is intoxication?
2. Signs of intoxication
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;
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.
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
Filipino breakfast:
Chinese Breakfast
3slices Chinese Lucheon Meat
Beef tapa
Ham and cheese omelet
Served with shanghai rice, sliced apple, and black tea
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!
After getting the order, review the order and assemble all needed cutleries, glasses,
linen and other equipment.
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;
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-than-
desirable 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
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 -
These checklist are provided to help you, the student / trainee, to:
2. Lay placemats
9. Carry out the correct process when laying-up table in the presence
or absence of guest
12. Prepare trays for morning coffee, afternoon tea and room service
16. Clean, polish and stack plates in hot cupboard or side board where
17. Operate, care for and maintain all dining room equipment
relevant to food service
21. Arrange floral decorations for a restaurant table and a buffet table
5. Write docket
CLEARING
Alcoholic Beverages
Liqueurs
Coffee
Spirits
2. Prepare
Soft drinks
3. Serve
MENU KNOWLEDGE
Dishwasher
Rinse water
Fire extinguishers
Fire blankets
Emergency
Accidents
Illness
Emergencies
2. Understand and apply simple first aid kit
Burns
Dressing
Plasters
Bleeding
Hospital
Senior Management
REFERENCES
https://setupmyhotel.com/train-my-hotel-staff/f-and-b/591-types-of-f-b-service.html
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