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P MODULE 1-3
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I Food and Beverage Services
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 EMA EMITS COLLEGE PHILIPPINES
(Formerly: Eastern Mindoro Institute of Technology & Sciences)
Del Pilar St.; Pinamalayan, Oriental Mindoro
Telefax No. (043) 284-3974

Prepare the Dining Room/Restaurant Area for Service

NAME:____________________________________________________ COURSED&SECTION:______________________
Telefax No. (043) 284-3974

Hi! I’m Ma’am Lealyn  and I’m going to guide you in your journey to this module.

After going to this module, you are expected to:

 identify the food and beverage operations;

 identify the elements of taking table reservation; and
 identify food and beverage service station, equipment, utensils and
supplies;

Food and Beverage Operations

The Restaurant

A restaurant is a retail establishment that serves prepared food to customers. Service is generally for
eating on premises, though the term has been used to include take-out establishments and food delivery
services. The term covers many types of venues, diversity of styles of cuisine and service.

Restaurants are sometimes a feature of a larger complex, typically a hotel, where the dining
amenities are provided for the convenience of the residents and for the hotel with a singular objective to
maximize their potential revenue. Such restaurants are often also open to non-residents. It range from
modest lunch or dining places catering to people working nearby, with simple food and fixed menu served
in simple settings at low prices, or expensive establishments serving expensive specialty food and wines in a
formal setting.

The Function of a Restaurant

The function of any restaurant and bar may be summarized as follows:

1. To provide food and beverage, served attractively fulfilling customer expectation.
2. To provide a nice environment where guests can enjoy the food and drinks.
3. To make a profit.

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 Types of Restaurants

Cafeterias

Cafeterias are restaurant serving mostly cooked or ready to eat food arranged behind a food-serving
counter. A patron takes a tray and pushes it along a track in front of the counter. Depending on the
establishment, servings may be ordered from attendants, selected as ready-made portions already on plates,
or self-serve of food of their own choice.

Fast-Food Restaurants

Fast-food restaurants emphasize speed of service and low cost over all other considerations.

Casual Dining Restaurants

A casual dining restaurant is a restaurant that serves moderately-priced food in a casual atmosphere.
Except for buffet- style restaurants, casual dining restaurants typically provide table service. Casual dining
comprises of a market segment between fast food establishments and fine dining restaurants.

Family Style Restaurants

Family style restaurant are restaurants with a fixed menu and fixed price, usually with diners seated at a
communal table such as on bench seats. Often these restaurants provide children play area.

Specialty Restaurants

They range from quick service to upscale. Menus usually include ethnic dishes and/or authentic ethnic
foods. They specialize in a particular multicultural cuisine not specifically accommodated by any other
listed categories. Example: Asian Cuisine, Chinese cuisine, Indian Cuisine, American Cuisine etc.

Staffing and Management

The focus of recruiting service personnel and management staff should be effective delivery of services
and proper management on daily basis, plus long- term goals of the restaurant. Restaurant staffing depends
on size, covers, style, and type of the food and extent of the operation. But remember, the key for effective
management and service delivery is teamwork. Following personnel shows a structure of medium size
casual dining restaurant.

Restaurant Manager

This person has overall responsibility for the restaurant and other food and beverage service areas. The
restaurant manager sets the standards for service and is responsible for any staff training that may have to be
carried out, on or off the job. He or she may make out duty rosters, holiday schedules, and hours on and off
duty, so that all the service areas and outlets run efficiently and smoothly.

Captain Waiter

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 This person has overall charge of the service staff/ team. He is responsible for ensuring that all the duties
necessary for the pre-preparation for service are efficiently carried out and that nothing is forgotten. The captain
helps with the compilation of duty rosters and holiday schedules, and may relieve the restaurant manager, on
their days off.

Waiter

The waiter must be able to carry out the same work as the station headwaiter and relieve him on days
off. The waiter will normally have less experience than the station headwaiter. Both the waiter and the station
headwaiter must work together as a team, to provide efficient and speedy service.

Trainee/Apprentice

The trainee is the 'learner', having just joined the food service staff, and possibly wishing to take up food
service as a career. During service, this person will keep the sideboard well filled with equipment, and may help
to fetch and carry items, as required. The trainee carries out certain cleaning tasks during the pre- preparation
period. He may be given the responsibility of looking after and serving some appetizers or smaller courses,
from the appropriate trolleys.

Wine Waiter/Sommelier

The sommelier is responsible for the service of all alcoholic drinks, during the service of meals. He must
also be a sales person. This employee must have a good knowledge of all beverages available, the best wines to
accompany certain foods and the liquor licensing laws applicable to the particular establishment and area.

Host/Hostess

The role of a restaurant host is to attend to guest’s needs, particularly, on arrival at the restaurant. The
host should "meet, greet and seat" the guest. The host/hostess should make sure that; guests leaving the
restaurant have enjoyed their meal. The host is usually the final contact point for the guest and this is a "sales"
opportunity

Barman

This person must have a good knowledge about the ingredients and methods needed to make alcoholic
and non-alcoholic drinks.

Food Service System

1. Conventional Food Service System

This service system is the most common of all the systems in the food service. In this kind of system,
ingredients are assembled and food/ dish are produced onsite. This system is usually used in cafeterias,
restaurants, small hotels and school canteens.

2. Centralized (Commissary) Food Service System

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 Centralized Foodservice is also known as central kitchen or food factory. In this kind of system food is
prepared in one place then transported to satellite kitchens. This system is most effective when mass production
is required, airline industry is an example of establishment that uses centralized foodservice system.

3. Ready-Prepared Food Service System

In ready prepared foodservice system, the food is produced onsite ,it is usually chilled or frozen then
reheated and served to customers on site and readily available to the customers. Ready prepared foodservice
system is usually used by hospitals and prisons.

4. Assembly- Serve Food Service System

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 In this system, food is purchased then stored either chilled or frozen for later use. Then it will be
portioned and reheated and served to customers. It is usually used by in flight caterers.

Taking Reservation
Types of Restaurant Reservations

These are two types of restaurant reservations, the manual reservation and online reservation. The
Manual Reservation System depend on the person designated, usually a host or hostess, to answer the phone
,record the details of the said reservation and taking their credit card information as guarantee.

They may also answer guest questions, give accurate directions to the restaurant, and provide clear
information about parking. Forms will be used for reservation customer details. Systems and processes have to
work so the information collected can be stored and made available on the dates it is required.

Product information such as room types, menu items, rate sheet prices, car types, live entertainment, bus
destinations, will all be in the form of brochures, charts, and hand-outs for the staff. Accounting processes to
collect the method of payment would be a cash register, petty cash box, manual credit card machine or cashier
to process the money.

On the other hand, the Online Reservation System makes use of the internet through a website, where
all the necessary information needed for reservation is keyed in by the guest. Other information about the
restaurant, such as directions to the place, parking, active promotions and discounts are also available online,
instead of depending on the host or hostess for details.

It also provides up to date "real time" information on availability at the push of a button. When a
reservation is recorded the availability is automatically altered. Displays a suitable screen to input customer
information and requests.

A computer system may have a "history" of any guest who has used the establishment previously. It can
store information such as preferred room type, record of request, date of last stay, even the amount spent
previously.

The Elements of Reservation

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 People make reservations for convenience and security. Many people like to plan out their holiday or
business trip to feel secure in the knowledge that they have a room waiting for them, they have a prepared table
for comfortable dining, they have a flight booked to take them back to their home or next destination, and know
they have seen all the attractions of the city during their stay. The role of reservations staff is to ensure that they
process all reservations in an efficient and professional manner.

Types of bookings

Accommodation suppliers – Guests will need to have room bookings processed in order to stay at particular
establishments that provide accommodation such as hotels, apartments, resorts, guest houses, caravan parks.

Aircraft – Passengers need to have "Seats" booked for all types of air travel they undertake. These bookings
will vary according to the airline chosen, class of travel such as first class or economy, date of flying e.g. high
season or low season or facilities that are included such as food or movies.

Cruise ships – Passengers on cruise ships need to make bookings for the dates of their cruise. This sort of
reservation may include meals while on board.

Coaches or buses – To travel from one place to another or to visit a particular tourist destination.

Limousines (rental cars/vans) – Customers can book transport to either drive themselves around or have a
chauffeur included with the vehicle.

Day/extended tours – includes meals and maybe accommodation and entrance fees to tourist parks.

Dining and meal reservations – for restaurants or eating houses.Entertainment - such as the theatre or music
concerts.

Tourist attractions-Events such as the different ethnic festivals of the Philippines

Other venues - some Airlines will book accommodation for guests. If one hotel is fully booked the might
make a reservation at another hotel. Travel agent’s book theatre or concert tickets.

Some ways to check availability:

1. Ability to offer alternatives when the requested booking is not available.

2. Provide information on the costs and product features;

3. Record the details and requirements of the person making the reservation; A way of recording the acceptable
method of payment and provide confirmation details

Ways Reservations May Be Received

Reservations can be received by an establishment in many ways depending on where they are, what they are
offering and what technologies they have available.

1. Over the telephone – customers dial the establishment directly

2. In person – the customer comes into the establishment and communicates directly with the staff

3. Mail – in some countries today this is almost an extinct form for making a reservation

4. Email – through an email address

5. Facsimile (fax) – this is another form of communication that is being replaced by technology

6. Internet – on-line bookings via a website

7. Third party reservations – using a reservation company to make a booking for you e.g. Wotif, Asia
Rooms, Statravel, Showbizasia
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 8. Central reservation service – a central reservation service that controls reservations for several venues

9. Same chain referral – a reservation that has been referred from another establishment belonging to
the same group, for example: Asian Car Rental, Hyatt Hotels, Hilton Spas

How to Take Table Reservations

Before taking a reservation, make sure you know the answers to the questions which are likely to be
asked. Following are tips and some possible questions in taking reservations:

Tips in Taking Table Reservations

1. Answer inquiries promptly, clearly and as accurately as possible

2. Ask pertinent questions to complete the details of the reservation.

3. Take note of specials, and changes in the menu and make sure to inform guest about it.

4. Gather all pertinent information on the reservation from the guest politely and efficiently.

5. Accurately record reservation data on forms and based on establishment standards.

6. Confirm customer reservations prior to their arrival

7. Impart additional information to the guest such as food establishment ,parking conditions
and directions to the establishment

8. Always be calm and polite when speaking to the guests

9. Avoid double booking.

Possible Questions of Customers When Taking Table Reservations

1. What kind of cuisine do you offer? ( French, Italian, Cantonese, Modern Australian)

2. What style of menu do you offer? ( Alacarte or table d ‘hote )

3. Do you accept credit cards? If yes, which credit card do you take?

4. Can we bring in other food and drinks bought from outside?

5. Is there a corkage for food and drinks bought from outside? If yes, please how much

6. What time do you start serving? For lunch? For dinner?

7. Do you accommodate children?

8. Do you cater persons with disability?

9. Are all rooms air conditioned?

10.Do you have parking facilities?

11.Do you cater specific functions?

12.Do you have smoking area?

13.How do we get there? What is the nearest landmark?

Telephone Ethics

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 Telephone plays an important role in times of reservation on phone. Perfect telephone handling ensures
efficiency of the reservation agent which at the same time upholds standard. Telephone ethics are set of moral
principles used when handling telephone.

Let us look at the tips that will help you communicate better over the phone:

1. Greeting-Telephone conversation expects you to open the conversation with a nice greeting.

2. Take permission and be polite-A polite word or two always helps in bringing warmth into the conversation.

3. Identify self and the organization-Always introduce yourself before getting into any conversation.

4. Clarity-Do not use broken phrases. Always use a clear, &simple language.

5. Purpose of the call-Think through exactly what you plan to say and practice before you place the call. Jotting
down the items you want to discuss.

6. Know your timeline and keep it short.

7. Avoid fillers and keep it interesting-Filler words -- like um and uh

8. Smile through the phone-Keep a 'smile in your voice.'

9. Find some quiet place-clearly without background noise.

10. Summarize, paraphrase and close- Always end the call with a pleasantly

Preparing Service Station and Equipment /utensils and supplies

Dinnerware

This is usually used in serving main courses, salads, breads and other specialized hot and cold desserts.

1. Platter – comes in 16’’, 14’’, 12’’, 10’’, and 9 inches in diameter. It comes in round and oval shapes that are
used to hold several portions of food.

2. Place plate/show plate/Charger – a 12’’ plate, used as under liner for formal sit-down dinners and not used
to serve neither food nor used for eating.

3. Dinner plate – a 10’’ plate used to serve the entrée dish or the main course.

4. Fish plate – an 8-9’’ plate.

5. Luncheon or breakfast plate – a 9’’ plate used for multiple purposes, like informal daily dining, breakfast,
or under plate for soup bowls.

6. Soup bowl/Soup plate – a 9’’ plate intended for soup, cereal, salad or dessert. Usually this goes with an
under liner plate

7. Salad plate – a 7-8’’ plate intended for serving salads, desserts or may be used as under liner for stemmed
beverages ware, cereal or soup bowl.

8. Bread and butter plate – a 6’’ plate used for serving breads, moulded salads, rice or desserts.

9. Cereal bowl – a 6’’ dip dish used for serving cereals, desserts, or rice. Sometimes for salads with dipping
sauce or dressing.

Flatware

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 This is usually used in the process of having a meal, getting the food from the chinaware or dinnerware.
Others are used in serving food and cutting the food

1. Serving spoon and fork – for serving main dish and vegetables.

2. Butter Spreader –.a small broad spatula-like knife, used to spread butter and marmalades. It is
approximately 5 to 6 inches long with a rounded or slightly wide tip.

3. Soup ladle – for soup from a soup tureen

4. Sauce spoon – a wide, shallow spoon used for sauces and lifting foods out of casseroles.

5. Snail tongs or Escargot– for holding in the shell so the snail fork can extract them.

6. Pastry tongs - for picking up and serving pastries.

7. Dinner spoon – for main course; equal to 3 teaspoons

8. Dinner knife – A straight for serrated cutting edge that is broad with a rounded tip, used for entrées. It is
used to cut and push food and is laid on the table at all meats, except when soup is served.

9. Soup Spoon– it is a large or rounded bowl, used mainly for soup.

10. Teaspoon – the average teaspoon measure approximately 5 ½ to 6 ¼ inches in length; is used only for
informal dining to stir hot beverages (coffee), and eat solid food.

11. Dessert spoon and fork – an elongated oval spoon used for dessert.

12. Demitasse spoon– half the size of the regular teaspoon, used together with demitasse cup for after dinner
coffee or hot chocolate, at an average length of 3 to 4 inches.

13. Fish knife – a pointed hook like tip used for fish appetizer like smoked salmon, pates and deboning fish. It
varies in sizes though the usual is 8 ¾ inches long. It features a wide blade with a dull edge and a tip made with
a notched point.

14. Fork – used for fish and sometimes seafood dishes; is approximately 7 ¼ – 7 ¾ inches in length.

15. Steak knife – a serrated cutting edge with a pointed tip used for steaks. It is approximately 8 ¼ to 9 inches
long.

16. Salad knife – for salad like chef’s salad and Caesars salad.

Glassware

This is usually used in beverages/drinks or any liquids. It is also used in nonalcoholic and alcoholic
drinks. There is a specific glasses intended for any beverages, example white wine glass is for white wine.

1. White wine glass- for serving white wines in general. It is generally narrow but not as narrow as champagne
flute, with somewhat straight or tulip shaped sides, allowing the chilled wine to retain its temperature. It has a
smaller mouth to prolong the coolness of chilled wine

2. Red Wine Glass- also burgundy glass, for serving red wine in general, specifically burgundy, Pinot Noir and
Merlot. It is characterized by its rounder, the mouth is wider which gives the wine a chance to breathe.

3. Whisky sour glass – for whisky sour drinks, rum or brandy sours

4. .Brandy snifter – for brandy, cognac, Armagnac, and fine champagne (Remy martin) to capture its aroma

5. Collins glass –It is usually used for long drinks, fizzes and fresh fruit juices like fruit punch, Tom Collins,
Singapore sling, and Tequila Sunrise.

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6. Margarita Glass- For champagne cocktails .It has curve between the mouth and the stem.

7. Lowball glass Lowball glass/Rock glass/Old fashioned glass – is a short tumbler used for serving liquor
“on the rock”, meaning over ice, or cocktails having few ingredients. It is named after the old fashioned
cocktail, White Russian that is traditionally served in such glass.

8. Champagne flute – for serving champagnes or sparkling wines. It is characterized by a long stem with a tall,
narrow bowl on top; the shape keeps the sparkling wine attractive and inviting during its consumption

9. Cocktail/martini glass –For Martini, Manhattan, Rob Roy, Grasshopper, Pink Gin, Gin Sling, Rusty Nail,
Gibson and Negroni. It has a cone shaped bowl on a stem above a flat base used to serve cocktail.

10. High ball glass – It is a glass tumbler which holds same volume of liquid as Collins glass but stouter in
shape and is used to serve highball cocktails (spirits mixed with water, tonic, soda, and ginger ale) and other
mixed drinks like juices and soft drinks.

11. Pilsner glass – It is used to serve various types of light beers, but is intended for pilsner; made to showcase
the color, clarity and to maintain a nice head for the pilsner.

12. Water goblet– used for serving water

Other Specialized Utensils

This utensil also aids the process of serving food to the guests. It may be directed to the guests need or to
waiters’ or servers’ tool.

1. Pasta server-use for serving pasta like spaghetti and noodles

2. Cup and Saucer- hollow bowl that supports a cup, it used to serve coffee or tea.

3. Bouillon Cup- made for serving broth-based soups (or bouillon). The bowl of the cup is narrower and deeper
than that of the cream soup bowl, the purpose being to better retain the heat of the bouillon by limiting the
surface area exposed to the cooler air.

4. Silver food cover/dome/cloche – a cover for a dish easily removed when it is about to served.

5. Water pitcher – commonly used for serving service water

6. Ice bucket – a basic bar tool commonly used for serving ice cubes. However, it is used a stand or container
for white wine in restaurant service on a bed of ice water to keep it under chilled temperature.

Furniture

This is usually made of wood or a combination of other materials. This is very important in the dining areas for
the customers feel comfortable for dining. Careful selection and choosing a design must be considered to add a
very good ambiance in the restaurant.

1. Tables – generally comes in three shapes: round, square and rectangle. Some shapes are trapezoids,
serpentine (arch shape) and half rounds

2. Chairs – sizes and shapes of chairs will vary but all should be sturdy, large enough to seat guests
comfortably and clean. Chairs should also be checked for rough edges of legs that can snag on guest clothing. It
includes tiffany, straight backed padded chairs, stacking chair, folding chair, cantilevered chair, and moulded
chair.

3. Other furniture –Include flambé trolley, used by restaurants with table side preparation. In French Service
or captain, prepares dishes in the cart, it is positioned beside the guests table

Table Service Utensils, Linens and other Restaurant Supplies

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 This materials are used to cover the table to look more elegant and gives beauty in table set up. Table
skirting also may be used, usually in a buffet style of table service. This is why table cloth is very important in
setting up the table.

1. Table Cloth- It is used to cover dining table and it should be large enough to cover the top as well as portion
of the legs of table.

2. Table Napkin- A piece of cloth used to wipe lips or finger or to protect our cloth. Top Cloth-This is designed
to be laid over the table cloth to protect it from spillage and provide it a longer life.

3. Other Items and Supplies: Salt and Pepper Shaker, Toothpick Holder, Bill Folder, Tent Cards, Table
Runners, Candle Holder, Flower Vase, Trays, Menu Cards/Book, High Chair

Pick up and Cleaning of Equipment and Supplies

1. Have a list of items to be picked and to be installed at the service station to make sure nothing is left out.

2. Bring the requested items in a trolley or bus pan. Follow the guidelines as follows;

3. Chinaware -must be piled by tens to avoid accidental breakage.

4. Glassware-must be in rack glass

5. Flatware- must be put in flatware rack or utility box container by type. If plates are to be carried by hand, do
it in way that they are secured in both hands.

• Check for damages and remove them from service. Damage one should be recorded in the breakages and
losses report.

Cleaning, Wiping and Polishing Tableware

1. Prepare clean and dry wiping clothes. Make sure that one’s intended for wiping utensils/service equipment
are separated from those used in wiping hands and wiping tables.

2. Dry flatware and chinaware using clean, dry cloth. Do not dry them in electric fan as the air that circulates
maybe carrying dust and dirt.

3. Wipe /polish Chinaware and glassware on the following step;

4. Use a sizable polishing cloth, thoroughly wipe and polish all surfaces of plates and glassware.

5. Wipe the rim and make sure that all surfaces are thoroughly dry. Do not leave finger marks on it.

6. Turn to the back of the plates and wipe dry the back surface.

7. Bring the wiping cloth into inside surfaces of the glass and wipe thoroughly.

8. Wipe the rim and the base. Hands should not leave finger marks on the glassware.

9. Place the cutleries inside the wiping cloth and thoroughly wipe the handle, the blades of the knife, and the
mouth of the spoon and the tines of the fork .

Sanitation Measures During Mise-en-place and Set Up

1. Only Clean and sanitized glasses, cutleries, chinaware and other service equipment shall be set up and to be
used for service.

2. Equipment should not be exposed to contamination. Keep them in close drawers or cabinets.
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3. All service equipment must be air dried to protect them from watermarks.

4. All glassware, chinaware and cutleries should be completely dry before placing in the service station.

5. When setting cutleries, carry them to the table in a tray or plate underlined with table cloth to avoid direct
hand contact.

6. Never place cutleries directly on tables or counters. Use table cloth to cover the table.

7. Have bowls underlined with appropriate plate and never to be set up or serve with finger touching them.

8. Never set up or return to the station any cutlery that has fallen on the floor.

9. Always wash wares within 30 minutes after use.

10. Handle glasses and dinnerware properly, not touching the sensitive surfaces used for eating.

Mise-en-place, the French term means to “everything in place” in the food and beverage service
operation. It represents the basic preparations before the set up and the services of food and drinks, including:

1. Gathering and assembling all needed service equipment and supplies

2. Set up service station

3. Cleaning, polishing chinaware, glassware, flatware and hollowware

Preparing the service station and stocking the sideboard

To maximize the flow of service, it is advisable to install a service cabinet or sideboard (wait station) in
the restaurant. The shelves must be covered to prevent dust and dirt to get into tableware. Items placed on the
sideboard must be checked daily for cleanliness and condition. Each item should be clean, free of spots and
smudges, without chips or damage. Any chipped ware must be removed from the service station.

Proper Handling of Service Equipment

Management invests substantial amount in supplies and equipment. Service staffs are expected that these
equipment’s are handled gently and carefully. Staff should be sanitation and safety conscious. Table utensil
should be handled in the right spot stemmed glass by the stem, footed glassware by the base, flatware by the
handle. Bowls should never be held by the rim, use appropriate under liners. The thumb should never show on
the plate. When setting up cutleries and glassware, avoid leaving finger marks by using trays or by securing
them inside a cloth napkin. To prevent breakage, be conscious of the rules of equipment handling. Breakages
are usually caused by the following factors:

1. Mechanical Impact –This refers to contact of glasses with other equipment and hard surfaces. When this
happens a small abrasion is created which will weaken the surface and probably increase the chance of breakage
and chipping.

2. Thermal Shock -result of sudden change of temperature from cold to hot temperature or vice versa resulting
to cracks or breakage.

3. Improper Handling and Misuse of Equipment – using the equipment for a purpose it was not intended for
such as using a cup to scoop ice, using knives for opening cans, etc.

4. Inattentiveness or Absent-mindedness –Accidents will often occur when service personnel are absent-
minded or are inattentive in executing services especially when they are carrying breakable equipment.

5. Environmental Factors – A greasy or wet slippery floor, broken tiles, blind door may cause breakage to
tableware.

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 Tent Cards –Also known as Table Tents, are triangular table displays. They are folded in way that is
readable from both sides of the displays. Its primary purpose is to show menu or the specialty of the day. They
can also be used to advertise products and services or promote discounts. Hostesses us them on dining table as
place cards. They maybe color coordinated for the event and may contain designs or photos. Table tents may
also be engraved by printer or made on color copier. They maybe embellished with ribbon, glitter, silk flowers
beads or pearls.

GUIDE QUESTIONS

1. What is restaurant?
2. What are the types of restaurants?
3. What are the types of restaurant reservation?
4. How to take table reservations?
5. What are the food and beverage service equipment, utensils, and supplies?

You are finally done with Module 1-3

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