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FBS PROCEDURES LONG TEST REVIEWER

1. In participating in work place communication he/she should know to Provide Information about property,
community, concept, and to lend and retrieve property’s equipment.
2. Respond to complaint:
H-hear
E-empathize
A-apologize
R-respond
T-take an action
3. Do not assume a gratuity will be given
4. Among the sub-units are:
a. Bars - headed by the Bar supervisor or bar captain
b. Food Outlets - supervised by Outlet supervisor
c. Room Service - Under the responsibility of the Room service
Supervisor or captain
d. Banquet service (both for in house function and catering) –under
The Supervision of the Banquet supervisor

5. The typical productivity ratio used by large and medium size food establishment is:
1 waiter/attendant for every 15 customers (for American service)
1 waiter for every table or 10-12 customers (for Russian service)
1 waiter for every 5 customers (for French service with table side
Preparation)
1 waiter for every 20-25 customers (for Buffet service)
1 waiter for every 20-25 customers or 4-5 tables (for Family or
Lauriat service)
6. Responsibilities of the Food and Beverage Department:
a. Delivering foods and beverage service to guests in all its outlet, guestrooms, function rooms and outside
catering in accordance with prescribed standards
b. Maintaining the goodwill of patrons and guests through effective guest relations, proper handling of guest
complaints, enquires and request
c. Ensuring the attainment of sales forecast through the administration of promotional strategies and suggestive
selling techniques
d. Ensuring the consist implementation of the company’s internal control program which include budget control,
cost control, quality assurance and other related areas
e. Preparing drink and wine list
f. Coordinating with the kitchen and other departments on matters pertaining to food preparation and service

7. Food and Beverage Service Managers

Basic Function: Plans, organizes, directs and control the delivery of service in all outlet, guestrooms and
Banquetand sees to it that policies and standards are complied with.
8. Headwaiter or Outlet Supervisor
Basic Function:Oversee the restaurant operation and sees to itthat service is carried out according to
Prescribedstandard
9. Captain Water
Basic Function: Oversee the set-up and delivery of servicein his/her assigned station
10. Receptionist
Basic Function:Welcome and greets customers at the Entrance and escorts them to their tables
11. Waiter
Basic Function:Takes and serves food beverage order according to prescribed standards of service
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12. Busboy
Basic Function:Dining room helper and runner
13. Bartender
Basic Function: Prepares/mixes alcoholic and non-alcoholicBeverages according to the prescribed
Standards
14. Barboy
Basic Function: Acts as runner and helper in the bar
15. The attainment and application of Individual Employees:
 Knowledge- Awareness, familiarity gained from experiences and education. Knowing their roles and
their job.
 Skilled- Showing and involving a certain work. Knowing to do their job.
 Attitude- The individual behavior or the manner of a person.

16. Professionalism - employees who act professional that have a good attitude at work, are concerned about the
quality of their work, and show good judgment.
17. The 5 S’s stands for 5 elements:
 Seire (sort) ……………. Sort out necessary items and what needs to be disposed properly.
 Seiton (Systematize)……Putting all necessary items in proper order and in their proper
place.
 Seiso (Sweep)…………. Clean the work place completely, practicing “clean as you go”.
 Seiketsu (Standardize)…..Maintained the high standard of good housekeeping at all times.
 Shitsuke (self-discipline)…..Doing good daily as a matter of habit without being told or
ordered.

18. Grooming and Hygiene standard:

1. It is advisable to require employees to wear a uniform. But it must be properly pressed, no sagging,
hemline, not faded, etc.
2. Avoid too many jewelries, dangling earrings, lo w neckline or too much make up.
3. Strictly observe the following grooming standards.
 Hair
a. Clean, neatly combed, no dandruff.
b. Bangs should be avoided
c. Lengths of men’s hair should not go beyond collar and the side hair must not cover the ears
d. Ladies hair should be clipped on both sides of breaded (if it is long)
 Uniforms
a. Must be comfortably fit, no sagging hemline
b. Properly buttoned, sleeves should never be folded nor rolled
c. Clean and well pressed, free from stains nor wrinkles
 Face
a. Men- free of beard and moustache
b. Ladies- must have light and appropriate make up that should be retouched from time to time
c. Free from pimples and blemishes
 Mouth
a. Free from bad breath- mouth wash to be used to ensure
Fresh breath
b. No tooth decay
 Ears
a. Clean and free from visible dirt inside and outside
b. Earrings are never appropriate for men; ladies uniforms should never wear dangling earrings.
 Body
a. Free from body odor, deodorant should be used daily
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b. Daily shower is a must

 Fingernails
a. Clean and free from dirt
b. Men- nails should be short and properly trimmed
c. Ladies- avoid very long fingernails and must and must always be clean.
 Shoes and socks
a. Should clean and well-polished, heels in good condition
b. Black socks for men and changed daily with fresh ones
c. Ladies should wear stockings but must ensure it has no “run” or damage
 Perfumes
a. Not allowed much as the smell contaminate the foods
 Excessive Jewelries
a. Not appropriate
19. Communication -is a communication by giving and receiving informationeffectively.
20. Physical Projection – appearance, poise, posture and body
Language
21. Verbal projection- quality of speech, diplomacy and tact in
The words and expressions used, including the tone, volume
, non-verbals
22. Conduct and behavior- practice of basic courtesies, tolerance for difficult guests and customers, compliance
to service standards, etc.
23. PPE (Personal protective equipment) - refers to protective clothing, helmets, goggles, or other garments or
equipment designed to protect the wearer's body from injury or infection. The hazards addressed by
protective equipment include physical, electrical, heat, chemicals, biohazards, and airborne particulate matter.
24. Threshold Limit Value
A concentration of a substance to which most workers canbe exposed without adverse effects. The TLV
for chemical substances is defined as a concentration in air, typically for inhalation or skin exposure.
25. HACCP (Hazards Control Critical Point Analysis) - It is a food
safety management system that provides identification and assessment of the hazards and risks associated
with a food operation.
26. PHFs (Potentially hazardous Foods) are foods that require time and temperature control in order to prevent
bacteria growth.
27. OH&S - Occupational health and safety is the term used to describe the laws and processes that help to
protect employees from death, disease and injury while at work.
28. PROPER STORAGE OF EQUIPMENT:
a. Clean and wipe dry all equipment before storing them.
b. In sorting:
 Scrape all left over by using utensils/hand
 Sort dishes according to size
 Stack dishes in separate pile
 Invert cups and saucers when placing them in racks
 Place silver wares in trays for pre-soaking
 Pre-soak glass cream servers
 Place silver wares for pre-soaking
 Pre-soak glasses and cream servers
c. In Racking
 Rack dishes according to size
 Do not overcrowd dishes. Overcrowding results to cleaning
And increases the possibility of a breakages.
 Rack silverwares in special containers with their handles down. Do not overcrowd hem. The ideal is
15 pieces per compartments
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 Stack trays evenly and wash them separately.

d. Handle dishes by the edge, cups and silver by the handle, stemmed glasses by the stem and tumblers by the
base.
e. Keep the dish storage area clean at all times, protected from
Pest infestation.
f. Keep dish/rack away from the exit end of the machine.
29. Sanitation – refers to the maintenance of healthy and hygienicconditions that is free from disease-causing
organisms or maintaining the healthy and hygienic conditions that free from disease-causing organism and harmful
contaminants which often not visible to the eyes.

30. SANITATION STANDARD IN HANDLING SERVICE EQUIPMENT

 Set up and serve only the clean and sanitized glasses, cutleries, china wares and other service equipment
 Equipment should not be exposed to contamination. Keep them in closed drawers or cabinet not exposed to
open air and dirt
 Food delivered for room service must be covered to avoid bacterial contamination
 All service equipment must be wiped-dry with clean wiping cloths to protect them from water marks. The
cloths used for this purpose must be segregated from other cloths and if possible color coded.
 Handle glasses by the stem or base, cutleries by the handle
 Underline bowls with a plate and never serve them with the finger touching the rim
 Avoid touching foods and cutleries with bare hands. Use a plastic scooper for serving ice, serving spoon and
fork for dishing out foods
 Never hold/serve the toothpick, straw or napkin with the bare hands. Protect them from bacterial
contamination by serving them in wrapper or in their respective dispenser
 When serving additional cutlery or napkin, place them in a small plate to avoid direct contact with the hand
 The thumb should be kept away from the plate to avoid touching the sauce, meat or dish
 When setting up cutleries and glasses avoid leaving finger marks On them by carrying them in trays or by
placing them inside a cloth napkin
 Never serve food and cutleries that have fallen on the flour
 To protect food contamination, keep them covered when they are not served immediately
 Wash and wipe dry food containers before using them
 Avoid placing foods on top of tables or counters
 Check service station for cleanliness and possible pest infestation. Keep station neat, clean and free of foul
odor.
 Never serve cutleries, glasses, cups or china wares that are oily or with fingers marks, lipstick or spot. Remove
them from th service station and bring them to the dishwashing area for proper washing. Use hot water to
remove grease.
31. There are two basics guiding principles in dishwashing:
Principles 1. Clean before dirt (CBD)
 Cbd means you wash thecleanest
example: the least dirty dishes- before the dirtiest ones.
Example: always do the glassware first while the water is clean. That way you will not get greasy smears on the
glasses.
Principles 2.Small before large (SBL)
 SBL is aimed at making stacking easier. Place all the small items underneath and the large items stacked on
top.
Place everything upside down to aid draining.
Use water that is as hot as you can stand, it makes cleaning easier and draining quicker.
Dishes with baked-on stains should be pre-soaked if possible.
32. Do’s and Don’ts
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33. Safety facilities:

 Fire alarm system
 Fire hose
 Fire extinguisher in designated areas
 Exit locator chart posted inside the room of the guest, usually at the back of the entrance door
 Fire smoke detector
 Fire sprinkler
 Luminous fire exit signs

34. Factors can caused breakages:

 Mechanical Impact- result from an object-to-object contact.
 Thermal Shock-is the abrupt exposure of a breakable equipment (like crystal glasses, china wares, etc.) from
cold to hot temperature or vise versa, resulting to cracks or breakage.
 Improper handling and misuse of equipment –Using equipment for a purpose Other than what it is indented
for
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 Improper Racking and Stacking- stacking glasses and stacking china wares that are of different sizes and
shapes
 Inattentiveness or absent-minded-ness
 Improper bussing
 Environmental Factors
35. Types of Service
 American Service- Plated service
 Buffet Service- Self service
 Russian Service-Silver service
 French Service-guerridon service
36. Table Setting
 American Breakfast set up
 American Modern set up
 English Breakfast set up
 Lunch/Dinner Set up
 Formal Set up
 Informal Set up
37. Sequence of Table Service
 Welcoming and greet the guest
 Ushering the guest
 Seating the guest
 Unfolding guest napkin
 Offering the dinks
 Serving the drinks
 Presenting the menu
 Pouring water
 Serving bread & butter
 Taking order
 Serving the food
 Checking the guest satisfaction
 Serving the dessert
 Clearing & crumbing the table
 Offer tea or coffee
 Presenting checks for settlement
 Bidding farewell or goodbye
38. Table Skirting
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39. Effective Customers/Guest Service

 Performance
 Prepared and always ready
 Knowledgeable
 Smile/Welcome
 Great Impressions make it last
 Constructive/Solving Problems
 Compassion/Passion for Service
 Uniqueness/Make Difference
 Accepting/Empathize
10.Gaining/Improvement
11.More Effort/Do More
12.Respect All
13.Saying “Thank You”
14.Courtesy
15.Teamwork
16.Caring
17.Safety and Security
18.Enjoyment
19.Honest
20.Personalizing
21.Telephone ethics
22.Computer literate
23.Calm
25.Daily accomplished (report)
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40. TYPES OF SERVICE, TABLE SETTING, BUFFET SET UP AND TABLE LAY OUT BANQUET

French Service

Russian Service
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American Modern

American Standard Formal (classic)

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American Standard Informal

American Breakfast
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English Breakfast

Buffet Set up and Table Lay out Banquet

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41. The 3S’s

 Scrape- all dirt and crumbs from the plate and put them into one container
 Stack- put together equipment of the same kind and size
 Segregate- all the items according to size
 All soup spoon in one container
 All dinner knives in one container
 All teaspoon, demitasse in one container
 Use butter butter in one container
 Use bread in one container
42. Two Methods of Dishwashing
 Manual dishwashing using a 3 compartment sink and 3 bucket method
 Dishwashing machine method
43. Services equipment and supplies
 Chinaware’s/Hollowware’s
 Service operating equipment and supplies
 Flatware’s/Cutleries
 Glassware’s
 Table equipment
 Bar equipment and supplies
 Other serving equipment/tools
44. Standard of Table Set up
 Completeness
 Cleanliness and condition of equipment
 Balance and Uniformity
 Order
 Eye appeal
 Timeliness
44. 3 minutes check for food satisfaction
45. Part of being hospitable is the last minute check (after bidding goodbye)

GOD BLESS