1

Table of Contents
Institution’s VMGO ............................................................................................................................................................... 5
PRE-TEST ............................................................................................................................................................................... 6
UNIT 1 ................................................................................................................................................................................... 8
FOOD AND BEVERAGE DEPARTMENT ORGANIZATION, SERVICE EQUIPMENT AND SUPPLIES ............................................. 8
INTRODUCTION:............................................................................................................................................................ 8
F&B Services can be of the following two types: .......................................................................................................... 9
Types of F&B Services Operations ................................................................................................................................ 9
Common forms of F&B service: .................................................................................................................................... 9
Food and Beverage Outlets......................................................................................................................................... 10
Restaurant Layout ....................................................................................................................................................... 12
Food and Beverage Services in Hotel .......................................................................................................................... 13
Restaurant Brigade ..................................................................................................................................................... 13
JOB DUTIES OF SERVICE PERSONNEL .......................................................................................................................... 14
RESTAURANT SERVICE EQUIPMENT & SUPPLIES......................................................................................................... 16
FURNITURE IN F&B SERVICES ...................................................................................................................................... 17
TABLEWAREIN F&B SERVICES ..................................................................................................................................... 17
USE OF CUTLERY ......................................................................................................................................................... 19
TYPES OF GLASSES ...................................................................................................................................................... 21
TYPES OF PLATES ........................................................................................................................................................ 22
USE OF LINEN .............................................................................................................................................................. 23
PANTRY EQUIPMENT .................................................................................................................................................. 23
Cleaning and Maintenance ......................................................................................................................................... 24
Food and Beverage Terminologies .............................................................................................................................. 27
UNIT 2 ................................................................................................................................................................................. 30
Table Set-Up and Service .................................................................................................................................................... 30
INTRODUCTION:.......................................................................................................................................................... 30
Mise-en-scène ............................................................................................................................................................ 30
Mise en place .............................................................................................................................................................. 30
Preparing the Table..................................................................................................................................................... 32

2
 TABLE SKIRTING .......................................................................................................................................................... 33
NAPKIN FOLDING ........................................................................................................................................................ 41
FOOD AND BEVERAGES TYPES OF SERVICE ......................................................................................................................... 50
TABLE SERVICE ............................................................................................................................................................ 50
ASSISTED SERVICE ....................................................................................................................................................... 50
SELF SERVICE ............................................................................................................................................................... 51
SINGLE POINT SERVICE................................................................................................................................................ 51
SOP IN F&B ..................................................................................................................................................................... 53
SOP for Taking Orders ..................................................................................................................................................... 57
UNIT 3 ................................................................................................................................................................................. 61
Customer Relations ............................................................................................................................................................ 61
INTRODUCTION: ............................................................................................................................................................. 61
Customer Relations......................................................................................................................................................... 61
How Do You Foster Positive Customer Relations? .......................................................................................................... 62
9 Tips in Providing Excellent Customer Service ............................................................................................................... 64
The Role of the Waiter .................................................................................................................................................... 66
UNIT 4 ................................................................................................................................................................................. 70
Introduction to Bar Service ................................................................................................................................................. 70
INTRODUCTION: ............................................................................................................................................................. 70
Types of Bars................................................................................................................................................................... 70
Bar Tools ..................................................................................................................................................................... 70
Senate Bill/S.B. No. 2636 "Anti-Underage Drinking Act."............................................................................................ 72
Monitoring Alcohol Intake .......................................................................................................................................... 73
Cutting off Alcohol Service .......................................................................................................................................... 73
UNIT 5 ................................................................................................................................................................................. 75
Room Service ...................................................................................................................................................................... 75
INTRODUCTION: ............................................................................................................................................................. 75
What Is Room Service? ................................................................................................................................................... 75
Room service is a 24 hours Service ............................................................................................................................. 75
Why Room Service? .................................................................................................................................................... 75
Advantages of Room Service ...................................................................................................................................... 75
Disadvantages of Room Service .................................................................................................................................. 76
Equipment .................................................................................................................................................................. 76

3
 Location of Room Service ........................................................................................................................................... 76
THE PROCESS .................................................................................................................................................................. 76
Room Service Orders .................................................................................................................................................. 76

Taking Room Service Order......................................................................................................................................... 76

Food Preparation By Kitchen/F and B Production .......................................................................................................... 77
Serving The Food ........................................................................................................................................................ 77
Clearing The Room ...................................................................................................................................................... 77
UNIT 6 ................................................................................................................................................................................. 79
Banquet and Catering Service ............................................................................................................................................. 79
INTRODUCTION: ............................................................................................................................................................. 79
What is a Banquet? ......................................................................................................................................................... 79
What is Catering?............................................................................................................................................................ 79
Main Differences between a Banquet and Catering ................................................................................................... 80
Types of Functions .......................................................................................................................................................... 81
SALES .............................................................................................................................................................................. 82
Banquet Booking......................................................................................................................................................... 83
Banquet Menu ............................................................................................................................................................ 85
Banquet service & Layout ........................................................................................................................................... 85
OUTDOOR CATERING ...................................................................................................................................................... 87
REFERENCES ....................................................................................................................................................................... 89

Institution’s VMGO

4
NAME: _________________________________________________ SCORE: _______________
SECTION: ________________ DATE: ________________

5
 PRE-TEST
General Directions: Any ERASURES, ALTERATIONS AND SUPERIMPOSITIONS are considered wrong. GOOD
LUCK AND GOD BLESS!!!

I. MULTIPLE CHOICE Encircle the letter of the correct answer.

1. Defined as meeting the needs of guests in a variety of establishments at which service staff or waiters are employed.
A. Ethics B. Discipline C. Hospitality D. Creativity

2. It can be broadly defined as the process of preparing, presenting and serving of food and beverages to the customers.
A. Customer Service B. Customer Relations C. Room Service D. F&B Service

3. A business of providing foods and beverage service to the people at a remote location. It is a part of food and beverage
service sector.
A. Fine Dining Restaurants B. Catering C. Fast-food Restaurants D. None of the
following

4. It is the activity of putting things in place to make the subsequent F&B Services smooth.
A. Mise en scene B. Mise en place C. None of the following
D. A and B is correct

5. Food is cooked, finished or presented to the guest at a table, from a moveable trolley.
A. Grill Room Service B. Tray Service C. Gueridon Service D. Lounge Service

6. Describes the ways that a company will engage with its customers to improve the customer experience.
A. Customer Service B. Customer Relations C. Room Service D. F&B Service

7. Measures taken to ensure a long-term relationship with customers.

A. Reactive Functions B. Proactive Functions C. Creative Functions D. Functions

8. Play an important role in accompanying food it also enhances flavor of main dish and help to cleanse the taste buds in
between bites, and complement the dish.
A. Food B. Beverages C. Coffee Beans D. All of the
following

9. They are compact bars easy to set up for off-premise catering.

A. Public Bar B. Service Bar C. Portable Bar D. Mini Bar

10. The following statements are the Advantages of Room Service; which statement is correct?
1. Celebrities want their privacy away from public attention and the media. Eating out attracts attention which
does not let the celebrities to enjoy a meal.
2. Some wish to eat their meal in casual wear, even in the night clothes.

6
 3. Many cannot start their day unless they have a cup of tea or coffee as soon as they wake up. The morning
tea/coffee service is a peak time room service in many hotels.
4. Some guests prefer to have private meetings in their rooms and prefer to have meals in privacy.
A. Statement 1 and 2 are correct B. Statement 3 is the only correct C.
Statement 4 is the only correct D. All statements are correct

11. Formal meal held to celebrate an event organized in honor of a person or an anniversary. It is a more elegant way of
serving meals to guests.
A. Catering B. Party C. Banquet D. All of the following

12. Signed between the banquet management and the client. It specifies the details required to make the function
successful.
A. Function Book B. Function Prospectus C. Contract of Agreement D.
Clearance

13-15. For 3 Points, Write a 3-5 Sentences about your Expectation in this subject. HPC 3-Fundamentals in Food Service
Operation.

7
 UNIT 1
FOOD AND BEVERAGE DEPARTMENT ORGANIZATION, SERVICE EQUIPMENT AND
SUPPLIES

OBJECTIVES:
At the end of this chapter, the students should be able to:
 Describe the Food and Beverage Department.
 Describe the Organizational Chart of Food and Beverage Department.
 Describe the function of the food service and the function and job description of different service personnel
inside the food and beverage service.
 Describe different equipment used in food service and their uses.
 Apply Sanitation measure in handling different tools and equipment used in food service.

INTRODUCTION:
“Guests have the right to professional service no matter how little they are spending.”

Hospitality defined as meeting the needs of guests in a variety of establishments at which service staff or waiters
are employed.
Restaurant is a food outlet that serves food and beverages to walk-in customers or patrons who have made prior
booking as differentiated from those being served in take-out counters or vending machines.
The type of service and the service procedures among restaurants vary depending on the restaurants’
classification, the type of food and services, the volume of orders and the composition of their prospective
customers.
Food and beverage services sector contributes a great deal to the profits in hospitality industry. With the increase
in importance of business meetings, a range of personal and social events, a large number of customers visit
catering establishments frequently.

8
 The food and beverage professionals tirelessly work to intensify customers’ experience through their service.
The F&B Services providing businesses deliver food and beverages to their customers at a particular location
(on-premise) such as hotel, restaurant, or at the customer’s intended premises (off-premise).
Food and Beverage Services can be broadly defined as the process of preparing, presenting and serving
of food and beverages to the customers.

F&B Services can be of the following two types:

 On Premise: Food is delivered where it is prepared. The customer visits
the premise to avail the food service. The premises are kept
wellequipped and well-finished to attract customers to avail F&B
service. For example, restaurants,
pubs, etc.
 Off Premise or Outdoor
Catering: This kind of service
includes partial cooking,
preparation, and service at https://www.responsibletravel.com/holiday
customer’s premises. It is s/south-downs/travel-guide/cafesprovided away from the F&B restaurants-pubs-in-the-south-downs
https://www.pinterest.ph/pin/49926630 Services provider’s base on the occasion of major events which call
8662441179/ for a large number of customers.

Types of F&B Services Operations

There are two broad types of F&B Services operations:
 Commercial: In this case, F&B Services is the primary business. The most known commercial catering
establishments are — hotels, all kinds of restaurants, lounges, cafeterias, pubs, clubs, and bars.
 Non-Commercial: Non-commercial operations are secondary businesses in alliance with the main
business. These F&B services mainly cater to their consumers with limited choice of food and beverages.
These establishments often run under contracts. For example, food and beverage services provided at
hospitals, hostels, and prisons.

Common forms of F&B service:

What is Catering?
Catering is the business of providing foods and beverage service to the people at a remote location. It is a part
of food and beverage service sector. For example, arranging food services at a wedding location.
What is QSR?
These are the fast food outlets called Quick Service Restaurants where the food is prepared, purchased, and
generally consumed quickly. They are run with convenience as a main factor. Branded outlets such as McDonalds
and Nando’s are QSRs.

9
What is FSR?
They are fine dining, family, specialty, ethnic, or theme restaurants called Full-Service Restaurants where the
food and beverage menu is wide and the customer’s expectations are high. They are operated with customer
satisfaction and experience as the key factors.
Food and Beverage Outlets
Today, numerous types of food and beverage service outlets have come up in the market. They offer a wide range
of food and beverage services that the customers can avail. The extent of service depends upon the type of service
outlet. They include drive-through service of fast food where the customers can purchase their favorite food
without having to leave their cars and pick-up points where food is delivered in minutes. There are also some
elite class fine dining outlets which exhibit classy articles in the house and provide elaborate food services. Here
are some famous types of food and beverage outlets:

10
11
Restaurant Layout
The restaurant layout must be designed to
insure convenience of service towards service staff
and c ustomers. The layout usually consists of the
following areas:
 Dining Area
 Food Display Counter
 Service Station or Side Stand
 Service Bar (Bar Counter)
 Cashier’s Counter
 Dispatching Counter
 Stewarding Section (Dishwashing Counter)
 Food Preparation Area

https://www.google.image.com

 DINING AREA-When a restaurant has a large seating capacity and serves voluminous orders, it will be
advisable to divide the dining area into stations. Each station is installed with 7-15 tables and about 30-50
seats. Each table must be given specific number for easy identification. smaller areas=smaller span of
control, more manageable and easier to control
 FOOD DISPLAY COUNTER-Restaurants serving buffet or fast foods or counter items usually set up a
specific place for food display.
 SERVICE STATION OR SIDE STAND-The place where preparations for service are undertaken.
Equipped with sideboards or cabinets with drawers for placing stock of supplies, cutleries, condiments
etc.
 SERVICE BAR/BAR COUNTER-Restaurants serving drinks are advised to set up a bar counter where
drink orders are prepared. Manned by a bartender who is in charge of drink preparation and dispatching.

https://www.google.image.com

 CASHIERS COUNTER-The cashier is seated to attend to bill settlement. Equipped with a cash register
or the Point of Sales system (POS), bill forms and receipts, and other paraphernalia for cashiering.
 DISPATCHING COUNTER-The food from the kitchen must be dispatched through a window counter
so that waiters need not go to the kitchen to pick up and assemble orders.

12
  STEWARDING SECTION/DISHWASHING COUNTER-The dishwashing area is placed inside the
kitchen. There must be a window counter where soiled dishes will be placed by waiters without having to
enter the kitchen.
 FOOD PREPARATION AREA-Must be located at the back or adjacent to the dining area so that the
dispatching of orders will be faster and more efficient.

Food and Beverage Services in Hotel

Most of the star-ranked hotels offer multiple F&B services in their hotels. They can be:
 Restaurant
 Lounge
 Coffee Shop
 Room Service
 Poolside Barbecue/Grill Service
 Banquet Service
 Bar
 Outside Catering Service
Restaurant Brigade
The dining area is managed or supervised by the Headwaiter, known in French as Maitre d” Hotel. His service
brigade consists of a station head or a captain waiter, a receptionist, waiters and food attendants, cashier, bartender
or bar waiter, and a busboy.
The required number of waiters or servers is usually calculated based on the productivity standard. This is based
on the minimum number of covers (guests) or tables to be served by a waiter within a meal period.

Below is the typical productivity ratio used by large and medium sized food establishments:
 1 waiter/attendant for every 15 customers (American or Plate Service)
 1 waiter for every table of 10-12 customers (Russian Service)
 1 waiter for every 5 customers (French Service with table side preparations)
 1 waiter for every 20-25 customers (Buffet Service)
 1 waiter for every 20-25 customers or 4-5 tables for Family or Lauriat Service

The organizational set up of the service brigade in a restaurant is illustrated as follows:

13
JOB DUTIES OF SERVICE PERSONNEL
Food and Beverage Manager
Basic Function: Managing food and beverage operations within
budget and to the highest standards. Leading F&B team by attracting,
recruiting, training, and appraising talented personnel.

Specific Duties: Responsible for overall operation for the restaurant,

F&B managers, hire staff, purchase foods and stock, and make sure
everyone is trained on proper food preparation.
Outlet Manager
Basic Function: Oversees food and beverage operations in his assigned
outlet; ensures that service is carried out in accordance with prescribed
standards and policies.

Specific Duties:
 Monitors necessary preparations before the start of the operation
 Sees to it that all needed supplies are available and in good condition
 Coordinates with the kitchen
 Conducts regular briefing and inspection among staff, meeting

14
  Looks after set up, appearance and cleanliness of outlets
 Attends to administrative responsibilities

Captain Waiter or Station Head

Basic Function: Oversees the set up and delivery of service in his/her area.
Specific Duties:
 Supervises mise en place preparation
 Monitors table service
 Assists in order taking during peak hours
 Ensures guest satisfaction, solicits feedback
 Trains and coaches staff regarding service procedures
 Undertakes table side preparation in the absence of chef
Receptionist
Basic Function: Welcomes and greets customers at the entrance and escorts them to their tables.
Specific Duties:
 Receives guests, welcomes and greets them, escorts them to their
assigned or chosen tables
 Receives and logs down reservations
 Monitors movement in the establishment

Waiter
Basic Function: Takes and serves food and beverage order according to prescribed standards of service.
Specific Duties:
 Looks after necessary preparations before start of
operation-cutleries, napkins, containers etc; refills
condiments; checks and restocks service station; sets up
table
 Familiarizes himself with the menu
 Performs suggestive selling
 Assists the busboy
 Assists and attends to the needs of the guest, also with
requests and complaints
 Maintaining good customer and staff relations Busboy

15
 Basic Function: Acts as dining room helper and runner.
Specific Duties:
 Assists waiters
 Places orders to the kitchen and picks up prepared orders
 Clears tables
 Changes ashtray
 Fills and refills water
 Does other errands in dining area wherever needed

Bar Waiter or Bartender-Barista

Basic Function: Prepares drink orders according to prescribed standards.
Specific Duties:
 Prepares drink orders, following standard recipe or
procedures
 Opens and sets up the bar
 Handles the safekeeping of bar supplies
 Prepares consumption report of bar stocks
 Reports losses, spoilage and damages to bar stocks
Outlet Cashier

Basic Function: Prepares and attends to the settlement of customer’s bill.

Specific Duties:
 Regularly checks and updates POS of current prices of food items
 Prepares bills of customers
 Receives and punches payment in the cash register
 Validates credit cards
 Prepares the required reports- cashiers report, menu analysis etc.

RESTAURANT SERVICE EQUIPMENT & SUPPLIES

Quality service requires the use of appropriate serving equipment and utensils. Service crew must be familiar
with the various equipment and supplies for dining service. They should also be trained on the appropriate use of
these equipment to prevent breakages and damages.
The equipment forms an inevitable part of food and beverage service. It plays an important role to build the mood
of the guests, to complement the outlet theme, and to elevate guest experience. Right from the largest commodities
used for food preparation and interior decoration such as chandeliers or ovens to the smallest piece of cutlery,
furniture, or linen participate in creating overall ambience of the outlet.

16
FURNITURE IN F&B SERVICES
Furniture is an important part of any F&B Services outlet. It needs to be strong, easy to use and clean. The
furniture plays an important role in bringing the look and creating an ambience of the outlet. The furniture,
fixtures, and fittings are fixed commodities.

Indoor Furniture
It mainly consists of tables, chairs, push-down chairs, racks, and lockers.

Outdoor Furniture
It needs to be sturdy as well as attractive. It includes coffee tables and chairs, bar chairs, dining sets, day beds,
loungers, hammocks, and swings.

Fixtures and Fittings

A fixture is any item bolted to the floor or walls. For example, air conditioners, electric plugs, sinks and toilets,
art pieces, and television screens mounted on wall are fixtures.
A fitting is any free standing item or an item that can be hung by a nail or hook. For example, paintings, mirrors,
curtain rails, and lamps are fittings.

TABLEWAREIN F&B SERVICES

Tableware consists of crockery, cutlery, glassware and linen used while serving and eating meals at a table. These
are circulating equipment which can be grouped into the following types:

Chinaware
This is a collection of fine dishes, bowls, food platters, section dishes, ramekins, cups and saucers, soup spoons,
vases, and ash trays made using a translucent ceramic material.

17
Hollowware
This consists of containers such as serving bowls, pots, kettles, ice jugs, and water. These containers are either
made from glass or metals such as copper, brass, or stainless steel.

Glassware
This consists of articles made of fine glass. Glassware includes jugs, pitchers, drink ware, ashtrays, vases, and
similar articles.

Silverware
The objects in silverware are made of Electro Plated Nickel Silver (EPNS). These are made from an alloy of
brass, zinc, stainless steel or nickel with silver plating of 10 to 15 microns. Silverware includes spoons, forks,
knives, hollowware, drink ware, tongs, ice bucket, and a salver.

Chaffing Dishes (Chafers)

These are food warming dishes. They keep the food warm for an adequate time and temperature. They come in
two variants: electric or chafer fuel candle. Chaffing dishes are available in multiple sizes, shapes, and lids.
Modern-day chafing dishes are made of light metal or ceramic with handles, sometimes covered with a seethrough
lid.

18
USE OF CUTLERY
Cutlery comprises of any hand-held implement for eating or serving food. It includes various spoons, forks,
knives, and tongs. It is also called silverware or flatware.
Cutlery is made of metals like stainless steel or silver. In modern days, cutlery has come up in wonderful
combinations — spife (spoon + knife), spork (spoon + fork), and knork (knife + fork).

Types of Spoons, Forks, and Knives

There are different types of spoons for serving or eating different kinds of food. The forks often accompany
spoons or help independently to pick food bites. The knives are used to portion the food.

19
 Dinner Spoon (Table Spoon): It has elongated round cup. It is used to eat main course food items. It can
pick up just the right amount of rice, stew, or curry. It is always paired with a fork (with four tines) of the
same length or a dessert knife.
 Dessert Spoon, Dessert Knife, and Dessert Fork: These are smaller than their main course peers and are
used to have desserts.
 Soup Spoon: It has a round cup bigger than that of the table spoon. It is as long as a dinner spoon.
 Tea/Coffee Spoons: These are smaller than the dessert spoon in length and size of cup. We use these
spoons to stir tea or coffee.
 Sugar Spoon: It has a flower shaped round cup. It is used to take sugar from sugar bowl of tea set.
 Ice Cream Spoon: It is a small spoon with flat rim that can help to cut the right amount of ice cream. It
can come in small, medium, and large sizes according to the quantity of the ice cream served and the size
of the bowl.
 Cocktail (Soda) Spoon: It is a drink spoon with a long handle that helps the spoon to reach the bottom of
a tall glass.
 Butter knife: It has short rectangular blade that is sharp on the lower side to form an edge. It is useful in
cutting semi-firm pieces of butter and apply them on food items such as breads.
 Salad Spoon: It is always used in pair with salad fork. It helps mixing and serving salad efficiently.
 Serving Spoon: It is a spoon with large round cup designed to serve stews and rice.
 Deli (Fruit) Fork: It has two tines. It helps to pick thinly sliced food such as slices of fruits.
 Roast Fork: It is the largest fork. It has longer and stronger tines that help to hold and pick large meat or
vegetable pieces.
 Cake Knife: It is a flat, elongated triangle-shaped knife and is used to cut pieces of cake and handle it
smoothly.

20
TYPES OF GLASSES
The glasses and tumblers come in a wide variety of shapes and sizes. They are either footed with stem or
non-footed. They can also be high-ball or low-ball.

 Cooler: It is used to serve welcome drinks or appetizers.

 Flute: It is a glass with a long cup and is mainly used to serve champagne.
 Goblet: It is a round glass with or without stem. The goblets with stem are used to serve wines and brandy.
A non-footed version is used to serve whisky.
 Margarita: It is a variant of goblet with a wide round dish-like cup. Margarita is used as a cocktail,
mocktail, or a sorbet glass.
 Mug: It is used to serve beers.
 Nonic Glass: It is a tall glass with a broad rim. It is used to serve beers.
 Pilsner: It is a high-ball glass used to serve cold coffee, iced tea, juices, and beer. A pilsner can support
beers or aerated drinks gracefully.

21
  Pint: It is a glass used to pour distilled alcohol into other glasses.
 Shot Glass: It is a small glass used to consume fermented or distilled alcohol directly. It can also be used
to pour distilled alcohol into other glasses for mixing with water or sparkling water.
 Snifter: It is used to serve spirits.
 Thistle Glass: Its silhouette is shaped like a thistle flower. These glasses have tapered broad rims with
round cups attached to a stem and disk. It is used to serve ales and aerated drinks.
 Tulip Glass: It is used to serve beer, cocktail, or mocktail.

TYPES OF PLATES
 Dinner Plate- Dinner plate is a type of plate used for main courses. The average dinner plate measures 11
or 12 inches across. This plate is the most used plate during the entire meal and it usually comes out after
the salad, it is the plate resting just above the charger. Many choose to use the same plates for both lunch
and dinner.
 Dessert Plate- Dessert plates are usually used at formal and informal banquets. Dessert plate is usually
called the luncheon plate by craftsmen. The function of this plate is quite diverse. You can use it for snacks,
appetizers, and desserts. This plate is only about 18 cm in diameter. Usually often used also at parties,
weddings, and others.
 Bread And Butter Plate- BnB stands for bread and butter. BnB plate, is a plate used to put bread and
butter. This plate is also called a quarter plate or side plate, because it is usually placed next to the fork.
BnB plate is round like a plate in general. The difference is that it has a small size, which is about 15 cm
in diameter.
 Soup Plate/Bowl- Soup plates have a different shape than other types of dishes. Because the type of plate
is used for containing watery food like soup. The shape follows the main function as a soup container. The
top of the plate has an arch like a bowl. However, there are differences between types of soup plates for
formal meals and informal meals. For formal dinners, the soup plate is usually shorter in height.
 Salad Bowl- This plate is usually used specifically for serving salads. Salad plate itself has a round shape
with two types of different sizes. The first type of large size of about 22 cm, and the second type of small
size of about 20 cm. When faced with various types of plates, you do not have to worry in being confused
about the type of plate for salads and ordinary dishes as the salad plate has a larger size than the type of
bread and butter plate.
 Appetizer Plate- Appetizer plate is a type of plate that is available in sizes that are quite diversed. The
size starts from 17 cm. The characteristics of this plate usually have a curved tip but without indentation.
This plate is almost similar to bread and butter plate, it is just slightly bigger than the BnB plate. An
appetizer plate is a dish that can be used to serve an appetizer such as cheeses or fruits.

22
USE OF LINEN
The linen at any food and beverage service outlet is either disposable or non-disposable.
Disposable Linen This includes items that can be used only once. These items are made of recycled paper with
high absorbing capacity. For example, table napkins, restroom tissues, wrappers, and facial tissues. Facial tissues
soaked in Cologne water are given to the guests. It is considered a good welcome gesture. Disposable table linen
is usually offered to guests in trains or aircrafts before meals.
Non-Disposable Linen The items in this category are made from flax. This includes table cover, dinner napkins,
tea napkins, and table runners. Non-disposable linen must be clean and pleasantly scented. It must be starched if
required. Non-disposable linen must be placed on the table tidily. The staff can fold them and arrange them in
decorative shapes or just put them through decorative linen rings to catch guests’ eyes and start imparting warm
experience to them at the table.

PANTRY EQUIPMENT
Pantry is the adjoining area or room to the kitchen from where the finished food or a drink is ready to be served.
This area serves as an ancillary capacity of the kitchen. The food is given final touch-up for presentation, and
then handed over to the serving staff. The pantry is often equipped with a sink attached with normal water and
hot water taps.

23
The pantry mainly keeps the following necessary items:
 Refrigerator
 Electric oven
 Toaster
 Coffee Brewing Machine
 Blender
 Electric food whisk
 Knives and chopping boards
 Hollowware like casserole, bowls, and dishes of various sizes
 Crockery
 Drinkware
 Cutlery

Sideboards in Pantry are mainly shelves with drawers. These

can be used to store hollowware and glassware. The following
are the different varieties of sideboards:
 Buffet: It has high legs than the sideboard.
 Credenza: They are the storage cabinets without legs.
They mostly have sliding glass doors.
 Server: A server is smaller, shorter, and more formal than a buffet or sideboard.
 Sideboard: It has short legs.
Trolley is a serving cart used for serving as well as storing. It has
wheels which enable it to move easily around the kitchen. It is also
used in elite food and beverage outlets for serving the guests. It is
available in various designs, sizes, and shapes. You can choose on
number of shelves and sections, and burners. When not in use, it is
preferably parked at the wall.

Cleaning and Maintenance

When the food is ready to arrive in the pantry, used utensils for food preparation are cleaned immediately and
wiped off dry for later use. If any other ancillary serving item such as electric hand blender is damaged, it is
reported to the concerned manager and replaced with a working one at the earliest. When the guests complete
their meals and leave the table, it is required to prepare the table immediately by clearing the used tableware. If
any tableware is found broken or damaged, it is reported to the concerned store department and a request is made
for its replacement. The table covers and runners are checked and replaced with fresh ones if need be. The used
tableware is handed over to the cleaning and washing staff. The linen is also handed over to the laundry
department in the hotel. In case of other F&B Services businesses, the soiled linen can be stored separately and
given away to contracted laundry service.

24
PREPARATIONS FOR RESTAURANT SERVICE
For a more efficient service, the Headwaiter shall follow an organized system of work distribution and mise en
place preparation. All requirements are to be attended to and provided for so that service can be rendered in the
most speedy and efficient manner.

Flow of Preparation of Service

SANITATION MEASURES
There are three main types of hazards or
contaminants that can cause unsafe food: Biological,
and physical. Biological includes
microorganisms; chemical includes cleaning solvents
and pest control; and physical means hair, dirt, or other

chemical,

matter.

25
Tips to prevent foodborne illnesses in food service:
 Proper personal hygiene, including frequent hand and arm washing and covering cuts;
 Proper cleaning and sanitizing of all food contact surfaces and utensils;
 Proper cleaning and sanitizing of food equipment;
 Good basic housekeeping and maintenance; and
 Food storage for the proper time and at safe temperatures.

26
 Food and Beverage Terminologies

27
28
 KEY POINTS I

1. What is Food and Beverages Services?

2. What are the types of Food and Beverage Services?
3. What does the term Restaurant Brigade mean?
4. What are the Job duties of F&B Service Personnel?
5. What are the different Restaurant Service Equipment & Supplies?
6. How do you clean and maintain Restaurant Service Equipment & Supplies?
7. How do you prepare for Restaurant Service?
8. What are the Sanitation Measures in F&B service?
9. How Foods become contaminated?
TERMS FOR REVIEW

Hospitality Restaurant On Premise Catering Off Premise Catering

Commercial Non-Commercial Catering Quick Service Restaurants
Full Service Restaurants Restaurant Layout Dining Area Food Display Counter
Service Station Bar Counter Cashiers Counter Dispatching Counter
Stewarding Section Restaurant Brigade F&B Manager Outlet Manager
Captain Waiter Receptionist Waiter Busboy
Bar Waiter Bartender Barista Outlet Cashier
Indoor Furniture Outdoor Furniture Fixtures and Fittings Chinaware
Hollowware Glassware Silverware Chaffing Dishes
Dinner Spoon Dessert Spoon Dessert Knife Dessert Fork
Soup Spoon Tea/Coffee Spoons Sugar Spoon Ice Cream Spoon
Cocktail Spoon Butter knife Salad Spoon Serving Spoon
Deli Fork Roast Fork Cake Knife Cooler
Flute Goblet Margarita Mug
Nonic Glass Pilsner Pint Shot Glass
Snifter Thistle Glass Tulip Glass Dinner Plate
Dessert Plate Bread&Butter Plate Soup Plate Salad Bowl
Appetizer Plate Trolley Biological Hazards Chemical Hazards
Physical Hazards

29
 UNIT 2
Table Set-Up and Service

OBJECTIVES:
At the end of this chapter, the students should be able to:
 Describe and apply the proper standard in table set-up and service.
 Describe and understand different types of service. 
Know how to skirt tables and do napkin folding.

INTRODUCTION:
Imparting an out of the world meal experience requires a lot of preparation beforehand. Food and beverage
businesses work to bring out the best possible experience for their guests and customers to achieve maximum
customer satisfaction. All operations regarding food and beverage service need preparations by anticipating guest
arrival at any time during working hours.

Mise-en-scène
It is the activity of preparing the environment in the F&B Services establishment so that the guests and the service
staff find it hygienic and pleasant. To prepare the environment, the staff carries out the following activities:
 Opening all windows and doors before working hours to let fresh air and sunlight enter the venue.
 Ensuring menu cards and promotional material are presentable.
 Removing the furniture that needs servicing and handing it over to the maintenance department or any
outsourced agency.
 Vacuuming carpets if any.
 Switching on all lamps to check the fused ones.

Mise en place
It is the activity of putting things in place to make the subsequent F&B Services smooth. The serving staff carries
out the following duties:
 Removing all soiled linen and replacing them with the fresh ones.
 Ensuring that the side board is well-equipped.
 Replenishing condiment containers, shakers, and water jugs.
 Polishing cutlery and glassware.
 Replacing pale flowers with the fresh ones.

Preparing Side Boards (Dumb Waiters)

It is a piece of furniture with numerous compartments and shelves to keep condiments, water jug or bottles,
cutlery, food platters, and linens. Side boards are allocated for every station.

30
To prepare the side boards, the serving staff must place:
 The replenished containers of water, butter, and condiments.
 The dinner plates, side plates, glasses, mugs, and fingerbowls in the lower shelves.
 The linen, napkins, and dolly papers neatly and stalked.
 The cutlery in the appropriate sections separately according to the type.
 The condiments containers and shakers, water jug, butter dish, toothpick holders, straw holders, on the
upper shelf or board.

Preparing Ice and Water

Ice and water are the preliminary requirements of any food and beverage service establishment. Clean drinkable
water is obtained from the water purifiers installed in the service establishment. The purifiers are selected such
that they can cater to large number of people per hour.
Crystal clear ice in the shape of large cubes can be prepared in-house if the size of F&B establishment is large
enough to install the required equipment.
The ice can also be purchased from an outsourced ice-making business and stored in the freezers. When the
guests are seated, they are first served water at adequate temperature according to the season.

31
Preparing the Table
Table setup plays an important role in contributing to the appearance of the table.

Principles of Preparing Covers

 Each table cover needs space of 24 to 30 inches wide.
 Crockery and cutlery must be placed 2 inches away from the edge of the table.
 Knives are placed on the right of the dinner plate whereas forks are placed on the left.
 Butter knife is placed on the side plate.
 The cutting edge of the knives must be towards the plate.
 Table napkin must be neatly folded and placed on the side plate.

Setting a Buffet Table

This set up is required for catering to large
groups of people. Buffet table setting can be
done in numerous ways depending upon the
size and shape of the place, the menu, and the
number of guests.
 The food items are placed in a sequence
from lightest to heaviest, starters to
desserts, or coolest to warmest.
 Cutlery is placed on the guest tables.
 Glasses, cups, and saucers are placed on
a separate table to avoid congestion.
 Table decoration pieces are placed such
that they do not interfere with the food items.
 Plates are stacked not more than 15 plates per stack. 
Paper napkins are placed between the plates.

Preparing Condiments
The condiments are kept according to the theme of the F&B service. For example, if the establishment is serving
Italian food, the staff needs to prepare shakers of dried herbs, salt, and pepper flakes. In European restaurants,
they typically keep salt, sugar, and pepper as basic condiments.
When the guests leave the tables, the serving staff needs to check the condiment containers and replenish them
if required.

32
Food Presentation
Presentation of a food or beverage is equally important as its recipe as the other senses are stimulated through
sight and aroma. A well-prepared dish is complete only when it is presented with beautiful garnish in an
appropriate food container or platter. The serving staff must follow the basic guidelines for food presentation:
 It must be presented at the required temperature.
 It must be presented according to the serving size.
 It must be presented in appropriate hollowware of suitable size.
 It is also recommended to serve food with the right garnish that adds to the catchiness of the dish. The
garnish in contrast color is quite appealing.
 The garnish or accompaniment should not overshadow the main food.
The cook needs to be creative at presenting the dish so well that the final result comes out as a treat for not only
the taste buds but also for the eyes.

Beverage Presentation

Beverage presentation gains a lot of importance in today’s world. Beverages taste good if they are presented at
the temperature at which they are meant to have. Right from selecting the appropriate service glassware, creating
various pleasant color schemes of the ingredients, and serving the beverage with creative ideas pays.
For example, the coconut water from a tender coconut can be served in the neatly cut and clean tender coconut
itself from which it is taken out. Also, mocktails or cocktails can be presented with straws and slices of fruits in
different shapes and colors.
TABLE SKIRTING
Is used to decorate tables to be used in different kind of occasions, for elegance, and to cover the actual
table.
1. Decide on what design you are going to do that fits the occasion.
2. Prepare the needed materials: cloth, table skirt, pins, thumbtacks, thimble.
3. Lay the top cloth and fastened with thumbtacks at the edge of the table.
4. Pull the cloth adequately to straighten the surface.
5. Get the center front of the table and fold the cloth to the center to get the middle.
6. Start fastening the cloth with pins at the center with the middle half of the cloth.
7. Apply various design such as: Diamond style, Pleated Box type, Ribbons and a lot more
8. All sides should be equally skirted and covered

33
Gathered or Shirred Gathered or shirred ta ble skirts are a popular choice due to
simplicity and reasonable cost. A gathered or shirred table skirt is a fabric drape
drawn together by threads along the top hem providing extra body t o the skirt. A
tighter gather gives a table skirt a full, ruffled appearance. the

Knife Pleat Knife pleats are one of the most common kinds of pleating for table
skirts. A knife pleat is a series of narrow, sharp creases folded in the same direction.
Unlike gathered table skirts, knife pleats create smooth, precise lines down the
length of the skirt. The knife pleated table skirt is a classic choice that is the least
expensive of the pleated variety.

Box Pleat A box pleat table skirt is made from a sequence of back-to-back knife
pleats. Box pleated table skirting is a good choice for a professional conference or
business meeting. The box pleats give the table a neat, tailored appearance. Box pleats have a more pronounced
projection than a simple knife pleat, adding dimension and interest to business or
formal tables.

French Box Pleat Table skirting with French box pleats provide even more volume
than standard box pleats. French pleats are narrower than regular box pleats, giving the bottom of the table skirting
a fuller appearance. French box pleats work equally well in casual or elegant
settings.

Plastic When budget and easy cleanup are a priority, consider plastic table skirting.
Vinyl fabric can be fashioned into simple gathers or knife pleats. Vinyl table
skirting is a cost-effective way to dress tables for any occasion.

34
Fringe Fringe table skirting is a playful addition to party tables. Metallic, tissue and
raffia fringe skirts have a number of imaginative uses. This kind of decorative fringe
is a charming substitute for table skirting and serves as a festive wall border for
special celebrations. Natural raffia table skirting is perfect for a tropical or
luauthemed event. Raffia fringe works as hula table skirting, tiki bar draping and funky wall
decor.

Swag Banquet, business or party tables can be fitted with detachable swags that
are placed over any kind of cloth table skirting. Swags are commonly attached
with overlap clips that will not flatten or damage the table skirt pleating. Swags
are an easy way to dress up an otherwise plain table skirt.

35
FLOWER ARRANGEMENTS

"Every flower is a soul blossoming in Nature“ It is well said "Flowers always make people better, happier and
more helpful; they are sunshine, food and medicine to the soul.
Flower arrangement is flourishing immensely in the hospitality sector. Fresh flower arrangements have become
a must in hotels, as it adds on to the ambience of the place.

Impact of Floral Arrangements:

Enhancement of aesthetic appeal of the area.
They add cheer, beauty & life to the environment.
They give a refreshing feel to the looker.

Guidelines for flower arrangements:

1. Make a definite plan for any flower arrangement, based on the purpose, room area and location.
2. Select containers, flowers and foliage that express the mood of the area.
3. Use flowers with stems of different sizes.
4. Arrange the tallest stem first and then others.
5. Large flowers with bright, bold colours can be used in small in nos.
6. Avoid mixing fresh and artificial flowers.
7. Avoid regular spacing.
8. Distinctive flowers should usually be placed alone.

Basics of Floral Arrangement

1. Mechanics: The items used to keep the flowers, foliage and stem in place within the container. These are not
visible. Some items are: Floral foam (Oasis) Chicken wire (wire mesh) Pin Holders (Kenzan) Adhesive tape
Setting Clay Glue Pebbles & marbles
2. Equipments: Tools to ensure that a good arrangement is made. These are: Bucket Florist Scissors Mister Floral
Tape Wire Knife
3. Containers: Vase & Jugs, Basket, Bowls & Trays, Wreath Frames, Candle Cups, Miscellaneous Objects
4. Bases: Objects kept underneath the container to add beauty to the display or protect the surface. Some of these
can be: Wood base, Stone base, Oriental base, Tree section, Table mats

36
5. Accessories: Are non plant materials included in arrangements. Their purpose is generally decorative but could
be functional at times.Versatile accessories: Bronze lamps, Hats, Wooden shapes, Beads, Candles, Carved
objects, Shells etc.
6. Plant Material: Flowers, Tall Stems, Bold Leaves, Foliage, Dried plant material, Artificial plant material

Styles of Flower Arrangement

1. Triangular Shape Arrangement

Most common arrangement made in the shape of a triangle.

Commonly found on Reception counter, Buffet table, Side stations and GRE, Lobby Manager’s Desk.
2. Circular Shape Arrangement

Circular design adds a pleasing element. & aresatisfying to the viewer's eye. It is loved by nature since
majority of flowers lies in this shape. In fact, its also easier to arrange flowers in circular fashion.

This type of arrangement is laid on conference tables or on buffet tables. They can be presented to high
class executives or politicians on different occasion.
3. Crescent Shape Arrangement

It is asymmetrical and formal. It requires lot of skill and experience and are very eye catching.
It is kept in the lobby of the hotel. It is used as a focal point to catch the attention of the guest. 4. Fan Shape
Arrangement

It is a low arrangement and it does not interfere with conversation across the table.
Generally placed in the restaurant either in buffet or on dining table. Hotel rooms also have this kind of
arrangement

5. ‘S’ Shape Arrangement

This is very graceful style of arrangement. It is easier to make when curved branches are used. Once 'S' shape
is made, flowers are filled at the center.
6. Ikebana means 'making flowers live' in Japanese. People in Japan use flowers to symbolize season. They
represent ideal harmony between earthy and eternal life. In each arrangement there is an imaginary triangle tallest
line represent heaven, towards the heaven is man and the lowest line looking up to both is earth.
7. This is been practiced for past 100 years. The formal type of flower arrangement is called Seika style.
Floating type of arrangement is called Ukibana and basket type of arrangement is called Morimano.

37
 (From upper left-right Basic of Flower Arranement 1-7)

Principles of floral arrangements:

1. BALANCE means that the finished arrangement does not fall over or look as if it will fall over.

Physical Balance, Symmetrical/Asymmetrical

Visual Balance
2. FOCAL POINT is composed of some massive material such as a large flower, bright color or something that
will immediately attract attention of the onlooker.
3. EMPHASIS or DOMINANCE may be achieved through the use of a dominant color, size, shape or texture, or
by using larger forms or stronger colors.
4. RHYTHM may be obtained through repetition of shapes, hues, line direction, etc. Rhythm may also be
achieved through a gradual change or progression in size, weight, texture, or color.
5. CONRAST or difference, is achieved by placing opposite or unlike elements together so as to emphasize or
accentuate their differences. Contrast stimulates interest.
6. PROPORTION means the size of each element ( container, base, plant material etc) should result in a pleasing
harmonious appearance.
7. TEXTURE Plant materials come in various textures, glossy, velvety, dull and so on.
8. SCALE is size relationship between flower and flower or between flower and container. When variation of
size is too great or too small, components are out of scale.

38
Placing Flower arrangements

EYE LEVEL: These can be prominently seen. Placed at heights from 18” to 4 feet.
HIGH LEVEL: For anything placed well above eye level. Flowers used must be long. Can also be suspended
from the ceiling.

LOW LEVEL: Flowers and vases must be large and decorative.

Common Flowers

Lilies Gerberas Tulips Gladioli Dahlias

Chrysanthemums Carnations Freesias Orchids Bird of Paradise

Canna Hycinths Iris Cosmos Lotus

Marigold Petunias Anthurium Daisies Hibiscus Daffodils

Tuberoses

Foliage

Ivy Jerusalem Sage Mountain Lily Iron bark Buttercups

Cotton Lavender Coral bells Plantain lily Golden heart Variegated Privet

Coral Flowers Golden Privet Fern Palm Leaves Caladium

Care of Floral Arrangements:

1. Never expose arrangements to direct draught or sunlight.
2. Never put floral arrangements near bowl of fruits.
3. Spray Luke warm water from a mister to keep flowers fresh.
4. Change water everyday.
5. Add listrene, ammonia, salt, sugar or aspirin in small amounts to water to slow down bacterial growth.
6. Use clean containers.

39
7. Never place a fresh flower arrangements where it will be exposed to direct draughts from a fan or window.
8. Never store flowers near to fruits as they emit ethylene gas causes wilting of flowers.
9. Prolong the freshness of arrangement with lukewarm water from a mister.
10. Change the water every day.
11. Never use chilled water.

Watering: The amount and frequency of watering depends on the king of plant, the weather, the type of heating
in the room and so on.

Potting & Re-potting: Use a light soil mix for potting plants-a good mixture is made of equal quantities of leaf
mould and a peaty soil containing plenty of fibre.

Cleaning: Ferns, ivies, and other plants prized for their green foliage require regular cleaning, so that the pores
do not become clogged with dust.

Feeding: A good propriety plant food is the best means of giving the necessary foods to plants.

40
NAPKIN FOLDING
Today, there are large varieties of napkins available in different
colors and materials. Paper napkins are used majorly for informal
dining whereas for formal dining, linen napkins are preferred.
Napkin can be folded in a number of attractive ways. They can be
shaped as a flower, a character, or some object. A well-folded and
well-placed napkin on the plate grabs the attention of the guests.

Basic Napkin Folding

1. CANDLE/BAMBOO

41
Procedure: (Start from the upper left-right)
1. Lay the napkin face down in front of you.
2. Fold the napkin in half diagonally.
3. Orient the napkin so the open ends point away from you.
4. Fold the long side up just about an inch. Press this fold down well or it will interfere with the next step.
5. Starting at either end, tightly roll the napkin into a cylinder. Take care to roll it straight so it will stand solidly.

6. Tuck the end of the roll into the base on the backside and stand it up. Put those matches down, it’s not a real
candle. Jeesh, you’re just like a child.

42
2. PYRAMID

Procedure: (Start from the upper left-right)

1. Lay the napkin face down in front of you.
2. Fold the napkin in half diagonally.
3. Rotate the napkin so the open end faces away from you.
4. Fold the right end up to meet the far corner, ensuring the edge of this new fold lays on the centerline as shown.
5. Repeat the last step with the left side, folding the left tip up to the far corner, creating a diamond shape with a
seam running down the center.
6. Turn the napkin over, keeping the open end facing away from you.
7. Fold the napkin in half by bringing the farthest point of the diamond up and back to the nearest point.
8. Turn the napkin over again, this time keeping the open end facing towards you.

9. Fold the napkin along the center seam and you have a neat, sturdy pyramid. If your napkin won’t stand neatly
then you may need a little starch.

43
3. BISHOPS HAT

Procedure: (Start from the upper left-right)

1. Lay the napkin face down in front of you.

2. Fold the dinner napkin in half so that the open end is towards you.
3. Fold the far-right corner diagonally towards you, resting the point in the center of the side closest to you.
4. Fold the near-left corner diagonally away from you, resting it so that it lays right next to the previous fold.
5. Flip the napkin over and orient it so it points to the far-left and to the near-right.
6. Fold the bottom half of the napkin up and away from you, laying it so the far edges run on top of one other.
7. Reach underneath of the napkin and pull out the flap on the right, making the near-side come to two points as
seen in the picture.

8. Gently roll the left half of the left triangle over and tuck it’s end underneath the right triangle.
9. Flip the napkin over, points pointing away from you.

44
10. Fold the right-triangle to the left, tucking it’s end into the other triangle.
11. Open up the hat and press the material inside down to fill it out so that it becomes circular, this may take a
little fidgeting.
12. There you go, now all you need is a little bishop to wear it!

45
4. STANDING FAN

Procedure: (Start from the upper left-right)

1. Lay the napkin face-down in front of you.

2. Fold the napkin in half and orient the open end towards
you.

3. Fold the napkin like an accordion starting at either

narrow end. Leave one end with 2-3 inches of unfolded napkin to support the standing fan.
4. Fold the napkin in half with the accordion folds on the outside.
5. Grasp the unfolded corners where they meet on the open end and fold them in diagonally, tucking them under
the accordion folds. Finished Fan Fold
6. Open it and stand it up.

5. BIRD OF PARADISE

46
Procedure: (Start from the upper left-right)
1. Lay the napkin face down in front of you.
2. Fold the napkin in half.
3. Fold the napkin in quarters.
4. Fold the napkin in half diagonally, creating a triangle.
5. Orient the triangle so the open tip is facing away from you.
6. Fold the right corner diagonally towards you – laying it down along the centerline of the triangle, making a
new tip pointing towards you. An iron can make this important fold a whole lot easier.
7. Do the same with the left corner, fold it diagonally toward you and press it down next to the previous fold.
8. Fold the two "wings" that you just made in folds 6 and 7 under so that you have your original triangle shape
back. Once again an iron can make a world of difference.
9. Fold the triangle in half by bringing the center seam towards you and allowing the ends to fall.

10. This bird’s almost ready to fly, but first you must give it some feathers. While holding the base firmly to
keep your folds together, pull up the four ‘flaps’ created by the napkin’s corners.

6. THE ROSE

47
 Procedure: (Start from the upper left-right)
1. Lay the napkin face-down in front of you.

2. Fold the two right corners of the napkin in so the tips

rest at the center.
3. Fold the remaining two corners of the napkin in so the
tips meet with the last two in the center.
4. Once again, begin folding the outer corners in so they meet at the center.
5. Once all of the tips are folded you are left with a square about 1/4 the size of the unfolded napkin.
6. Flip it over.
7. Fold the corners in so they meet in the center and then place something sturdy in the center, or hold it with your
fingers.
8. While maintaining downward pressure in the center of the napkin, reach underneath each corner and pull out
the flaps to create petals.
9. Remove the center weight and your rose should look as pictured here.
10. If you like you can reach underneath the center of each side and pull out a second set of petals to fancy it
up some more. Place something in the center and you’re done, have a rosy meal!

48
7. DOUBLE STAR

FOOD AND BEVERAGES TYPES OF SERVICE

49
 There are a number of service styles to be followed when it comes to how food and beverage should be
served to the customers. The following are the most prominent styles:

TABLE SERVICE
In this type of service, the guests enter the dining area and take seats. The waiter offers them water and menu
card. The guests then place their order to the waiter. The table is covered in this service. It is grouped into the
following types:
 English or Family Service Here, the host contributes actively in the service. The waiter brings food on
platters, shows to the host for approval, and then places the platters on the tables. The host either makes
food portions and serves the guests or allows the waiter to serve. To replenish the guests’ plates, the waiter
takes the platters around to serve or to let the guests help themselves. This is a common family service in
specialty restaurants where customers spend more time on premise.
 American or Plate Service The food is served on guest's plate in the kitchen itself in predetermined
portion. The accompaniments served with the food, the color, and the presentation are determined in the
kitchen. The food plates are then brought to the guest. This service is commonly used in a coffee shop
where service is required to be fast.
 French Service It is very personalized and private service. The food is taken in platters and casseroles and
kept on the table of guests near their plates. The guests then help themselves. It is expensive and elaborate
service commonly used in fine dining restaurants. This service has two variants:
• Cart French Service: The food is prepared and assembled at tableside. The guests select food from
the cart while sitting at their tables and are later served from the right. It is offered for small groups of
VIPs.

• Banquet French Service: The food is prepared in the kitchen. The servers serve food on each
individual’s plate from guest’s left side. For replenishment, the servers keep the food platters in front of
the guests.
 Gueridon Service In this service, partially cooked food from the
kitchen is taken to the Gueridon Trolly for cooking it completely. This
partial cooking is done beside the guest table for achieving a particular
appearance and aroma of food, and for exhibiting showmanship. It
also offers a complete view of food. The waiter needs to perform the
role of cook partially and needs to be dexterous.
 Silver Service In this service, the food is presented on silver platters and casseroles. The table is set with
sterling silverware. The food is portioned into silver platters in the kitchen itself. The platters are placed
on the sideboard with burners or hot plates. At the time of serving, the waiter
picks the platter from hot plate and presents it to the host for approval and
serves each guest using a service spoon and fork.
 Russian Service It is identical to the Cart French service barring the servers
place the food on the platters and serve it from the left side.
ASSISTED SERVICE
Here, the guests enter the dining area, collect their plates, and go to buffet counters and help themselves.
The guests may partially get service at the table or replenish their own plates themselves.

50
  Buffet Service It this type of service, the guests get plates from the stack and goes to buffet counter where
food is kept in large casseroles and platters with burners. The guests can serve themselves or can request
the server behind the buffet table to serve. In sit-down buffet restaurants, the tables are arranged with
crockery and cutlery where guests can sit and eat, and then replenish their plates.

SELF SERVICE
In this type of service, the guests enter the dining area and select food items. They pay for coupons of respective
food items. They go to food counter and give the coupons to avail the chosen food. The guests are required to
take their own plates to the table and eat.
 Cafeteria Service This service exists in industrial canteens, hostels, and cafeterias. The menu and the space
is limited; the cutlery is handed over to the guests. The tables are not covered. Sometimes high chairs are
provided to eat food at narrow tables. It is a quick service.
SINGLE POINT SERVICE
In this type of service, the guest orders, pays for his order and gets served all at a single point. There may be may
not be any dining area or seats. The following are the different methods of Single Point Service:
 Food Court This is an array of autonomous counters at which the customers can order, eat, or buy from a
number of different counters and eat in adjacent eating area.

 Kiosks The customer enters the choice and amount of money physically and the machine dispenses what
customer demanded accurately.
 Take Away Customer orders and avails food and beverage from a single counter and consumes it off the
premises.
 Vending The customer can get food or beverage service by means of automatic machines. The vending
machines are installed in industrial canteens, shopping centers, and airports.

51
SPECIAL SERVICE
It is called special service because it provides food and beverage at the places which are not meant for food &
beverage service. The following are the different methods of special service.
 Grill Room Service In this type of service, various vegetables and meats are displayed for better view and
choice. The counter is decorated with great aesthetics, and the guest can select meat or vegetable of choice.
The guest then takes a seat and is served cooked food with accompaniments.
 Tray Service Method of service of whole or part of meal on tray to customer in situ, such as hospitals,
aircraft, or railway catering.
 Trolley/Gueridon Service Food is cooked, finished or presented to the guest at a table, from a moveable
trolley. For example, food served on trollies for office workers or in aircrafts and trains.
 Home Delivery Food delivered to a customer’s home or place of work. For example, home delivery of
pizza or Meals on Wheels.
 Lounge Service Service of variety of foods and beverages in lounge area of a hotel or independent place.
 Room Service Here food is served to guests in their allotted rooms in hotels. Small orders are served in
trays. Major meals are taken to the room on trolleys. The guest places his order with the room service
order taker. The waiter receives the order and transmits the same to the kitchen. Meanwhile, he prepares
his tray or trolley. He then goes to the cashier to prepare and take the bill. He then takes the bill along with
the food order for the guests’ signature or payment. Usually clearance of soiled dishes from the room is
done after half an hour or an hour. However, the guest can telephone Room Service for the clearance as
and when he has finished with the meal.

SOP IN F&B
When the tasks in an organization are repetitive, it is required to generate a set of Standard Operating Procedures
(SOPs). These make the tasks in hand easier and effective, and save a great deal of time and efforts. The SOPs
also help to avoid common errors.

52
SOP for Laying Out a Guest Table The
procedure is as follows:
 Check the linen. Replace if required.
 Confirm the type of dining

SOP in Table Set-up

 Completeness
 Cleanliness and Condition of Equipment
 Balance and Uniformity
 OrderEye
 Appeal
 Timeliness

Basic Table Setting Tips

 Dinner plate one inch inside from the table edge.
 Picture the word “FORKS.” The order, left to right, is: F for Fork, O for the Plate (the shape!), K for Knives
and S for Spoons. (Okay, you have to forget the R, but you get the idea!)
 Holding your hands in front of you, touch the tips of your thumbs to the tips of your forefingers to make a
lowercase ‘b’ with your left hand and a lowercase ‘d’ with your right hand. This reminds you that “bread
and butter” go to the left of the place setting and “drinks” go on the right.
 Knife blades always face the plate
 The napkin goes to the left of the fork, or on the plate 
The bread and butter knife is optional

For a basic table setup place the tableware as follows:

 Lay the placemat on the table.
 Put the dinner plate in the middle of the placemat.
 Lay the napkin to the left of the plate.
 Place the fork on the napkin.
 To the right of the plate, place the knife closest to the plate, blade pointing in. Place the spoon to the right
of the knife. (Note: The bottoms of the utensils and the plate should all be level.)
 Place the water glass slightly above the plate, in between the plate and the utensils, about where 1 p.m.
would be on a clock face.

53
Table Layout for Informal Dining
For a casual table setup place the tableware as follows:
 Lay the placemat on the table.
 Put the dinner plate in the middle of the placemat. 
Place the salad plate on top of the dinner plate.
 If you’re starting with a soup course, place the soup bowl on top of the salad plate. 
Lay a napkin to the left of the charger.
 To the left of the plate, place the fork on the napkin.
 On the right of the plate, place the knife closest to the plate and then the spoon.
 Directly above the knife, place the water glass.
 To the right and slightly above the water glass, place the wine glass or a glass for another beverage.

54
Table Layout for Formal Dining
For a formal table setup, place the tableware as follows:
 Service plate (dinner plate) one inch inside from the table edge.
 Salad plate on the top of the dinner plate.
 Forks on the left according to their size with the biggest fork being nearest to the dinner plate.
 Dinner spoon and knife on the right side of the dinner plate.
 Dessert spoon and fork on the top side of the plate horizontally.
 Bread plate (quarter plate) on the top-left corner of the dinner plate and a bread knife on top of it with its
cutting edge pointing outwards.
 Water glass and wine glass on the top-right corner of the dinner plate.
 Neatly folded linen napkin on the extreme left just after the salad fork.

Table Layout for Informal Dining

For an informal table setup place the tableware as follows:
 Dinner plate one inch inside from the table edge.
 Forks on the left side according to their size with the biggest fork being nearest to the dinner plate.
 Dinner spoon and knife on the right side of the dinner plate.
 Water glass and wine glass on the top-right side of the dinner plate. 
Neatly folded linen napkin on the top of the dinner plate.

55
Top 10 Table Manners
1. Chew with your mouth closed.
2. Keep your smartphone off the table and set to silent or vibrate. Wait to check calls and texts until you are
finished with the meal and away from the table.

3. Don’t use your utensils like a shovel or stab your food.

4. Don’t pick your teeth at the table.

5. Remember to use your napkin.

6. Wait until you’re done chewing to sip or swallow a drink. (Choking is clearly an exception.)
7. Cut only one piece of food at a time.

8. Avoid slouching and don’t place your elbows on the table while eating (though it is okay to prop your
elbows on the table while conversing between courses, and always has been, even in Emily’s day).
9. Instead of reaching across the table for something, ask for it to be passed to you.
10. Take part in the dinner conversation.

SOP for Handling Telephone Calls

The staff members who handle the telephone calls must be thoroughly aware of the work system. The procedure
for handling calls is as follows:
 Always attend the phone call instantly, preferably within three rings.
 Speak attentively with the caller. Avoid speaking with anyone else present around when the call is going
on.

56
  Always inform the customer if the call needs to be transferred or if the customer needs to be put on hold.
 Always address men customers as “Sir” and women customers as “Madam”.
 Do not keep any doubts unresolved before finishing the conversation. 
Speak politely and clearly; not loudly.
 Avoid jargons and informal words such as “Yup”, “Huh-Huh”, or “ok.” Instead, use words such as
“absolutely”, “certainly”, and other similar words.
 Always end the call saying, “Thank you for calling”.

SOP for Taking Orders

The orders for table reservation or food delivery can be taken on phone. Direct service orders are placed and
taken at the guest table.

Taking Orders on Phone

The visual channel of communication is not available while taking orders on phone. So, the staff needs to pay
complete attention to what the caller says while taking order on the phone.

 Answer the customer’s call immediately by saying, “Good (morning/afternoon/evening), I am (own name);
How can I help you?”
 Listen attentively to the customer’s requirement of food, beverage, or table reservation. 
Note down order details on a notepad.
 Tell the customer about estimated time of delivery if it is home delivery service. If it is table reservation,
confirm the timing, number of persons, and preferably the occasion.
 Repeat the order to the customer and take confirmation.
 Ask for the address or confirm the address and contact number if it is already in the database.
 Terminate the conversation by greeting the customer.
 Inform the kitchen staff and delivery staff member in case of home delivery. Inform the service staff to
prepare a table for the given number of persons and the occasion in case of table reservation.

Taking Orders at the Table

This happens when the guests are already seated.
 Make sure the guests are seated comfortably. 
Show them welcome drink or chilled water.
 Greet the guests and ask them, “What would you like to have, (Sir/Madam)?” 
Note down the order carefully.
 Ask about which variant of the food or beverage they wish to have; if there are any for the same food item.
Suggest the beverage or side dish that goes well with the main dish if required.
 Repeat the order to the guest with their respective quantities.

57
  Inform the guest about expected time of order arrival. 
Leave the guest table to transmit order to the kitchen.

Carrying and Loading the Trays

The service staff needs to be careful while carrying the trays in their hands and going around the dining area.
They need to follow a decorum while carrying and loading the trays.

Carrying the Trays

 Carry one tray at a time.
 Carry it on the left hand slightly above the shoulder.
 Hold it little away from the neck and mouth for the hygienic reasons.

Loading the Trays

 Do not overload the tray to avoid spilling.
 Keep the tray load always evenly distributed.
 Adjust the position of drinks or food briefly every time something is removed from it.

Serving Food and Beverage

The following are some meticulous ways while serving food or beverage.
 Bring the food to the guest table unless it is buffet service.
 Always present the food from the guest’s left side in case of formal dining.
 Prepare the food plates from the kitchen and place them on the guest table in case of casual dining. The
guests then serve themselves.
 Serve one food item at a time.
 Serve the eldest lady guest of the group first unless the lady herself is a host. After all ladies are served,
serve the men guests starting from the oldest.
 Always present a dish with its respective serving spoon.
 Lift the service platter up and take away after serving.
 Always present a drink in an appropriate glass with a straw. Plain straw is light so keep it out of the glass
while serving. Designer straws are placed into the glass while serving.
 When same wine is offered in consecutive courses, serve it in the same wine glass. Else replace soiled
glass with the fresh one.
 Always follow the right way of pouring aerated drinks or fuzzy drinks by tilting the glass and the bottles
so that the drink head and aroma remains held.
 Do not bend over served plates while serving other plates across the table. Move as nearest as possible to
the plate.

58
Clearing Tables
It is important to clear the table between two dining sessions by the following this procedure:
 Clear the table first time when the guests finish main course. Clear it for the second time just before the
guests leave the table.
 While clearing, remove used and unused pieces of flatware and chinaware except table linen and center
piece. Let the dessert flatware remain if it is first clearing.
 Let the wine glasses remain even after the main course. When same wine is offered in consecutive courses,
serve it in the same wine glass. Else replace soiled glass with the fresh one.
 While clearing, pickup one plate and place on the tray at a time. If it is a formal dining, slide a fresh plate
in place of the removed plate so that the table cover of the guest is never empty.
 Do not overload the tray with pile of used plates. Make extra rounds to the table if needed.

Presenting and Settling Guest Bills

Before presenting the bill to the guest, make sure the guests don’t want to order anything more. There are many
policies of setting guest bills in the F&B establishments. Some prefer the guests pay cash at the cash collection
counter. In such case, the serving staff must accompany the guest to the payment counter to ensure only the right
amount is charged to the guest.

Some F&B Services businesses prefer to bring bills (checks) to the guests’ tables and get them settled. While
presenting and settling the bill, follow the given steps:

 Ask politely, “Should I bring you the bill, Sir?”

 Once the guest confirms, ask for the mode of payment. It should be either credit card, debit card, or cash.
 Go to the payment counter to prepare the bill.
 Cashier prepares the bill according to the table number told by the waiter.
 Present the bill in a small closed folder to the guest from left side.
 Stand beside the guest patiently till the guest examines the bill.
 If the guest pays by cash, take it and deposit the amount at the payment counter. If the guest wishes to pay
by card, take the guest’s signature on the bill, and take the card and bill to the payment counter. If the
establishment has facility of mobile payment service, take the device to the customer.
 The cashier returns the balance amount if paid by cash. If the payment is by card, the cashier checks the
expiry date on the card and accepts the payment.
 Bring back any change or card, and the copy of printed bill to the guest.
 If the guest insists to take the tip, mention thankfulness with smile.

59
 When the guest stands up to leave, pull the chair backwards to help him get out of the chair gracefully. 
Thank the guest for the visit and invite to visit again.

KEY POINTS II

1. What is Mise-en-scène?
2. What is Mise-en-place?
3. How do you prepare Side Boards?
4. What are the Principles in Preparing Table Covers?
5. How do you Set-up Table for Formal Dining?
6. How do you Set-up Table for Casual Dining?
7. How do you Set-up Buffet Table?
8. What are the steps in Table Skirting?
9. What is Flower Arrangement?
10. What are the different Styles of Flower Arrangement?
11. What are the Principles of floral arrangements?
12. How do you place Flower Arrangements?
13. How do you Care of Floral Arrangements?
14. What are the Standard Operating Procedures in F&B?
TERMS FOR REVIEW

60
 Mise-en-scène Mise en place Side Boards Table Skirting
Gathered or Shirred Knife Pleat Box Pleat French Box Pleat
Plastic Fringe Swag Plant Material
Accessories Triangular Shape Circular Shape Crescent Shape
Fan Shape Arrangement S Shape Arrangement Ikebana Ukibana
Balance Focal Point Rhythm Conrast
Proportion Texture Scale Eye Level
High Level Low Level English/Family Service American/Plate Service
French Service Gueridon Service Silver Service Russian Service
Buffet Service Self Service Assisted Service Single Point Service
Kiosks Take Away Vending Special Service
Grill Room Service Tray Service Home Delivery Lounge Service
Room Service

UNIT 3
Customer Relations

OBJECTIVES:
At the end of this chapter, the students should be able to:
 Describe the importance of customer relations.
 Identify different ways how to satisfy customer needs.
 Apply proper handling of different customer, their complaints and professionalism.
 Understand HACCP Principles

INTRODUCTION:
Every good company or establishment wants to provide excellent customer service, but it’s not always easy to
balance that with other business needs and goals. Sometimes, it can help to get inspiration from what others have
found to be true.

“There is only one boss. The customer―and he can fire everybody in the company from the chairman on
down, simply by spending his money somewhere else.” -Sam Walton
No matter how big of an organization someone has, everyone lives by this rule. It is the great equalizer and the
law that can humble any human being, no matter how protected they think they are on their perch. Take

61
Blackberry, for example. They went from controlling half the world’s smartphone market to being rendered
completely irrelevant, and from a profit of almost $2 billion to a $5.8 billion deficit―all within five years. The
fascinating beginning to this downfall occurred 24 hours after Steve Jobs unveiled the first iPhone, when the CEO
of Blackberry famously stated, “It’s OK. We’ll be fine.”

Customer Relations
Customer relations describes the ways that a company will engage with its customers to improve the customer
experience. This includes providing answers to short-term roadblocks as well as proactively creating long-term
solutions that are geared towards customer success. Customer relations aim to create a mutually beneficial
relationship with the customer that extends beyond the initial purchase.
Customer relations are present in all aspects of a business, but it's most prevalent in the customer service
department. Customer service teams, customer support, customer success, and product development all play
important roles in building a healthy customer relationship. Customer relations also extend to marketing and sales
teams as well since these departments have a significant influence over the company's interactions with the
customer.

What functions did customer relations include?

Customer relations include both the reactive and proactive functions performed by your customer service teams.
Reactive functions are the efforts made by your team to solve issues that are reported by customers. This includes
tasks like responding to customer complaints and solving problems with the support team. Being able to solve
unexpected customer roadblocks is essential for brands that are looking to build strong customer relationships.
Proactive functions are the measures taken to ensure a long-term relationship with customers. These efforts are
aimed towards fostering customer success by consistently satisfying evolving customer needs. Customer success
teams do this by providing information about products and updates as well as by promoting discounts and
exclusive offers. This type of long-term customer relationship management helps companies create lasting
impressions on customers who eventually become loyal to the brand.

How Do You Foster Positive Customer Relations?

62
 Since customer relations consider all of your customer interactions, there are a lot of factors that can influence a
customer relationship. When building positive customer relations, organizations need to take a company-wide
approach that's focused on promoting customer success. To do that, here are three key factors that any business
should consider when pursuing positive customer relations.

Employee Training
A great customer experience comes not only from the product being sold but also from the employees who
interact with the customer. These marketing, sales, and customer service employees need to be highly skilled in
their trade and motivated by quickly solving customer problems. Studies show that 67% of customer churn is
avoidable if the customer's issue is resolved after the first interaction with the company. This puts pressure on
your service and support teams to be able to handle all types of issues that customers will present.

Companies faced with higher volumes of support and service cases can adopt customer service tools to help
manage customer relations. Adding a help desk software can significantly help customer service, support, and
success teams monitor interactions with customers over time. Tools like a customer relationship manager, or
CRM, can help your team expand its bandwidth and create satisfying experiences for every person that interacts
with your business.

Accessibility
To provide an excellent customer experience, your service and support teams need to be readily available to help.
A Microsoft survey revealed that over a third of consumers reported that their biggest complaint with a company
is not being able to get help from an agent when needed to. While it helps to have things like chatbots and self-
service help desks, your team still needs to be there when the customer has a problem. Technology can help ease
some of the stress for your customer service team, but it can never recreate the memorable experience that a live
rep can provide. This human interaction is crucial to creating a meaningful relationship between a company and
its customers.

Upper Management
Companies that want to create positive customer relations need to install a customer-centric culture into the
organization. This culture has to be focused on customer success as well as creating long-term solutions for every
customer. Companies can do this by creating a customer journey map that outlines the buyer's journey for a target
consumer. Employees will be more motivated to help customers as they can see exactly where they play a role in
the customer's success. It also helps to hire a customer relations executive who can lead the development of
customer relationships.

63
 (https://www.thebalancesmb.com/providing-excellent-customer-service-2951744)

Excellent customer service creates loyal customers for life who are willing to refer your business to friends,
family, and colleagues. Providing this type of excellent customer service starts with a genuine desire to delight
your customers, but you also have to think beyond selling your products or services. You need to consider the
cumulative experience your customers have when they visit your store or website, what they think and feel, and
what you can do to make it better.

9 Tips in Providing Excellent Customer Service

1. Know your product

To provide good customer service, you need to know what you're selling, inside and out. Make sure you and your
customer-facing staff know how your products or services work. Be aware of the most common questions
customers ask and know how to articulate the answers that will leave them satisfied.

2. Be Friendly
Customer service starts with a smile. When you are in a face-to-face situation, a warm greeting should be the
first thing your customers see and hear when they ask for help. Even when handling customer service requests
via telephone, a smile can come through in your voice, so make sure you're ready to be friendly.

64
3. Say Thank You
Gratitude is memorable, and it can remind your customers why they shopped at your store or hired your company.
Regardless of the type of business you have, saying thank you after every transaction is one of the easiest ways
to start a habit of good customer service.

4. Train Your Staff

It's important to make sure all of your employees, not just your customer service representatives, understand the
way they should talk to, interact with, and otherwise assist customers. Provide employee training that gives your
staff the tools they need to carry good service through the entire customer experience.

5. Show Respect
Customer service often can involve emotions, so it's important to make sure you and others you have handling
your customer service tasks are always courteous and respectful. Never let your own emotions overtake your
desire to see your customer walk away happy.

6. Listen
Listening is one of the simplest secrets of customer service. It means hearing what your customers are saying out
loud, as well as what they are communicating non-verbally. Watch for signs that they are displeased, while
listening to what they say to you directly.

7. Be Responsive
There may be nothing worse than non-responsiveness to a customer who is trying to get help, resolve an issue,
or find out more about what you're selling. It's important to respond quickly to all inquiries, even if it is only to
say you are looking into the issue and will be back in touch. Some response is always better than none so the
customer doesn't feel ignored.

8. Ask for Feedback

You may be surprised what you learn about your customers and their needs when you ask them what they think
of your business, products, and services. You can use customer surveys, feedback forms, and questionnaires, but
you also can make it a common practice to ask customers first-hand for feedback when they are completing their
orders.

65
9. Use Feedback You Receive
You need to do something with the feedback you receive from customers in order to make it useful in your
customer service process. Take time to regularly review feedback, identify areas for improvement, and make
specific changes in your business.

Excellent customer service often comes down to consistently checking in with your customers and making sure
they are happy with the products and services you're selling and the process of purchasing, ordering, working
with you. If you do that successfully, you are on your way to becoming known for providing excellent customer
service.

The Role of the Waiter

 It is the role of the professional waiter to ensure that guests enjoy a satisfactory total dining experience.
 To fulfil this role: a waiter needs a range of qualities and attributes, including a pleasant personality,
honesty, efficiency and punctuality. Also, a waiter must always be fastidious about self-presentation
and personal hygiene.
Basic Function: Takes and serves food and beverage order according to prescribed standards of service.
Specific Duties:
 Looks after necessary preparations before start of operation-cutleries, napkins, containers etc; refills
condiments; checks and restocks service station; sets up table
 Familiarizes himself with the menu
 Performs suggestive selling
 Assists the busboy
 Assists and attends to the needs of the guest, also with requests and complaints 
Maintaining good customer and staff relations

How to handle customer complaints?

 When a customer complains, it is the waiter’s job to make sure that complaint is dealt with in such a way
that the customer will remain a customer in the future.
 Prevention is better than cure. Standard operating procedures must be studied well and re evaluated from
time to time to assure excellence in the delivery of service in a restaurant operation. Kitchen and dining
staff must be well trained in performing their duties and responsibilities.

Handling Complaints
 Do not interrupt the customer.
 Apologize, but only for the specific problem or complaint.
 Restate the detail of the complaint briefly back to the customer to show that you listened and
understood.  Agree by thanking the customer for bringing the matter to your attention.  Act quickly,
quietly, and professionally. Never:

66
  Lose your temper  Lie
 Take it personally  Blame another member of the staff or
 Argue department

Presentation and Hygiene

 One all-important aspect of the professionalism of waiting staff is the attention they give to personal
hygiene and presentation.
 The first visual impression of waiting staff received by guests comes from the waiter’s appearance.
 High standards of hygiene in the waiting staff are also essential if guests are to enjoy their dining
experience.
 Waiters must select their footwear with care and pay attention to good posture when standing and moving.
 Waiter’s hairstyles should be in tune with current fashions, but hair must be tidy and should be swept away
from the face.
 Jewellery, make-up and perfume may all be used but with discretion.
 When uniforms are being selected, it is important that their size and design make adequate allowance for
the extensive body movement a waiter’s work demands.

Hygiene Checklist:
 Keep your uniform clean and well pressed
 Wear comfortable shoes and keep them clean
 Never let any hair fall into food
 Shower everyday and wear a deodorant to eliminate body odour
 Jewellery and perfume should only be worn in accordance with the establishment’s rules
 Wash your hands thoroughly every time you go to toilet
 Don’t smoke anywhere near food. If you do smoke, wash your hands afterwards
 Keep your hands away from your face, especially your mouth and nose
 Cover any cuts or burns to avoid the risk of contaminating food
 Report any illness or infection to your supervisor
Having a Safe Workplace
Working in the kitchen has a lot of hazards and risks. Keeping the kitchen in an orderly manner can help minimize
risks or even accidents. The people working in the kitchen or the dining area must be well trained in performing
their duties.
 CLAYGO – “Clean as you go” policy should be strictly implemented.
 Warning signs like “wet floor” should be used every time the floor is newly mopped. 
Safety practices in the kitchen should be put into practice all the time.
Preventing Cuts
 Keep knife sharp and in good shape  “Thou shall not catch a falling knife, step back
 Learn knife skills and let it fall”
 Do not put knives in the sink
Preventing Burns

67
  Be focused and have a sound presence of mind  Keep pot handles away from the aisle 
 Avoid distracting your co-workers Do not fill pans to the brim
 Use potholders  Implement proper communication
Preventing and Dealing with Fires

 Include a fire safety program  Fire extinguishers should be accessible

 Do not leave kitchen unattended when cooking  For students, follow the guidelines of the
something respective school
Preventing Injuries from Machines and Equipment
 Those who will be using machines and equipment should be trained first
 The machine or equipment should be explained well (parts, usage, possible hazards, proper cleaning)
Preventing Falls
 Use a sturdy ladder  Proper footwear should be worn inside the
 A wet floor sign should be used when needed kitchen

General Principles of HACCP

HACCP or Hazard Analysis and Critical Control Points is a useful tool in the prevention of food safety
hazards. While extremely important, HACCP is only one part of a multi component food safety system. HACCP
is not a stand alone program.
Principle #1 – Hazard Analysis Principle #5 – Establish Corrective Actions
Principle #2 – Identify Critical Control Points Principle #6 – Record Keeping
Principle #3 – Establish Critical Limits Principle #7 – Verification
Principle #4 – Monitor the Critical Control Points

1. Hazards (biological, chemical, physical) are conditions that may pose an unacceptable health risk to the
consumer. The significant hazards associated with each step of the manufacturing process are listed.
Preventive measures (temperature, pH, moisture level etc.) to control the hazards are also listed.
2. CCP are steps at which control can be applied and a food safety hazards can be prevented, eliminated, or
reduced to acceptable levels.
3. The criteria for the critical limits are determined ahead of time in consultation with competent authorities.
If the critical limit criteria are not met, the process is “out of control”, thus the food safety hazards are not
being prevented, eliminated or reduced to acceptable levels.
4. Monitoring is a planned sequence of measurements or observations to ensure the product or process is in
control (critical limits are being met). It allows processors to assess trends before a loss of control occurs.
Adjustments can be made while continuing the process. The monitoring interval must be adequate to ensure
reliable control of the process.

68
 5. HACCP is intended to prevent product or process deviations. However, should loss of control occur, there
must be definite steps in place for disposition of the product and for correction of the process
6. The HACCP system requires the preparation and maintenance of a written plan together with other
documentations. This must include all records generated during the monitoring of each CCP and notations of
corrective actions taken. The simple record keeping system possible to ensure effectiveness is most desirable
7. The scientific or technical validity of the hazard analysis and the adequacy of the CCPs should be
documented. The system should be subject to periodic revalidation using independent audits or other
verification procedures.

KEY POINTS III

1. What is Customer Relations

2. What functions did customer relations include?
3. What is the difference between reactive and proactive function?
4. How Do You Foster Positive Customer Relations?
5. What is Employee Training?
6. How to provide excellent customer service?
7. What is the role of the waiter?
8. How to handle customer complaints?
9. How to have a safe workplace?
10. What are the General Principles of HACCP?
TERMS FOR REVIEW

Customer Relations Reactive

functions
Proactive functions
Employee Training
Accessibility
Upper Management
CLAYGO
HACCP

UNIT 4
Introduction to Bar Service

OBJECTIVES:

69
At the end of this chapter, the students should be able to:  Describe and understand the Bar service
and the proper standard of different beverage service.
 Know the Senate Bill/S.B. No. 2636 "Anti-Underage Drinking Act."

INTRODUCTION:
Beverages play an important role in accompanying food. Beverages also enhance flavor of main dish and help to
cleanse the taste buds in between bites, and complement the dish. Hot beverages such as hot tea or coffee, and
hot chocolate are prepared in the kitchen and generally served from the kitchen pantry. Cold beverages such as
mocktails and alcoholic beverages such as spirits, liquors, and cocktails come to the guests’ tables from bars.

Types of Bars
A bar is a place where non-alcoholic and alcoholic beverages are served. It is equipped with a back bar with
necessary equipment such as bar tools, and glassware to serve the beverages.
The customers sit on tall push-down chairs around the counter. The barmen or barmaids commonly known as
bartenders prepare drinks and serve them to the customers. There are some typical types of bars:
 Public: It is a bar in a public house which is open for public and not exclusive.
 Service Bar: It is for the staff.
 Portable: They are compact bars easy to set up for off-premise catering.
 Mini: It is a private bar located in VIP rooms, suites, or penthouses of the hotel.

Bar Tools
The following tools are necessary to serve beverages from bar:
 Bar Linen and Cocktail Napkins: They are used to save work area from any mess while pouring the
beverage.
 Pouring Spouts: They make smooth serving of beverage apportioned equally into the glasses.
 Juice Containers: They are useful to save bartending time by keeping most demanded juices handy.
 Cocktail Shaker Tins: They are suitable for mixing the ingredients of cocktails and martinis well.
 Short Shaker Tins: They are used to shake small amount of drinks efficiently.
 Cocktail Strainer: It is used to sieve cocktails before serving.
 Corkscrew or Wine Opener: They are used to open corks of wine bottles.
 Bottle Opener: They are used to open caps of bottled beverages.
 Jigger: It is an alcohol measuring two-sided cup.
 Lemon Zester: It is used for cutting lemon zest.
 Bar Spoon: Also called muddler, is used for mixing beverages briefly.
 Masher: It is used to mash ingredients to help release oils and flavors effectively

70
71
Senate Bill/S.B. No. 2636 "Anti-Underage Drinking Act."
In the Philippines it is disturbing that due to lenient monitoring and implementation, alcohol such as beer and
hard drinks can easily be bought in grocery and convenience stores by teenagers. Our law sets the minimum legal
drinking age at 18, nevertheless underage drinking is widespread and prevalent. A good number of young people
get alcohol from home. If not from their home, they get hold of alcohol from friends or they can discreetly buy
for themselves as it is relatively easy for an underage teen in our country to obtain alcohol from stores.
As a result, a number of cases of violence;' sexual and drug abuse and suicide among Filipino teenagers have
been attributed to drunkenness or alcohol intoxication. For this reason, this is already a growing concern m our
society especially on youth behaviors, as well as to the culture of our country.
This bill seeks to guarantee that our nation's youth would carry out their responsibility in building our nation;
proscribe minors from drinking alcohol, penalize those who abet them to gain access to alcohol and punish
establishments that sell alcohol to minors.

SECTION 3. Definitions. For purposes of this Act, the term-

(1) "minors" - shall refer to one who is below 18 yea~s old;
(2) "alcohol" - shall refer to ethyl alcohol, ethanol, or spirits of wine including all dilutions, purifications and
mixtures thereof, from whatever source by whatever process produced and shall include whisky, brandy, rum
gin tequila, and vodka and other similar products or mixtures. It shall also include malt beverages, mixed or
fermented liquors, including tuba, basi, tapuy and lambanog;
(3) "alcoholic beverages" - shall refer to liquor or brew containing alcohol as the active agent; and
(4) "establishment" - shall refer to a place used for commercial purposes, such as bars, restaurants, dance clubs,
hotels, retail stores,· supermarkets, and other places with common business areas.

SECTION 4. Prohibited Acts - The following acts are prohibited:

(1) The purchase of alcohol by minors from vendors or other sources.
(2) Purchasing or obtaining alcohol for minors.
(3) Misrepresentation of one's age by presenting false identification or otherwise represent themselves as being
of legal purchase age.
4) Allowing the consumption or possession of any alcoholic beverages by a person under 18 years of age on an
establishment's premises, no matter who purchased the alcoholic beverages or where they were purchased.
(5) Selling, giving, or otherwise providing alcohol to minors by an establishment which is licensed to sell
alcoholic beverages, or for any employee of that licensee, to sell or furnish any alcoholic beverages at any time
to a person under 18 years of age.

72
SECTION 5. Penalties.-
(1) Any minor who has violated any of the provisions of this act shall be required to render community service.
Community service may consist of such acts as being required to appear before school groups to explain the
dangers of alcohol abuse. The objective is to require the offenders to provide services that benefit society in a
more constructive way and introduce the idea of ethical action into the value system of the perpetrator.
Such minor shall then be committed to the care of his father or mother, or nearest relative or family friend or the
proper rehabilitation facility if so required.
(2) Suspension of driver's license for those who permitted unlawful or fraudulent use of their license in
connection with any of the violations listed above.
(3) Establishments that have violated any of the provisions of this law are subject to fines of ten thousand
pesos (PIO,OOO) for the first offense and fifty thousand pesos (P50,OOO) for a repeated offense. Suspension or
revocation of the license of repeat offenders shall be recommended to the appropriate local government unit.

Monitoring Alcohol Intake

It is up to the serving staff who has had enough drink as the drunk persons themselves often fail to be composed
and know their own state. To keep the account of how much the customers are drinking, the bartenders must use
standard measures for pouring drinks.

Cutting off Alcohol Service

The bartending staff needs to cut off alcohol service if the customer is on the way of binge drinking and seems
not able to handle it.
Refusal of alcohol service should be:
 Executed professionally by speaking firmly and clearly with the drunk/under-aged customers. 
Denied quietly without notifying other customers.

73
 KEY POINTS IV
1. What is Bar?
2. What are the types of Bar?
3. What are the different tools used in Bar?
4. What is Senate Bill No. 2636?
5. What are the Prohibited Acts in S.B. No. 2636?
6. How to Monitor Alcohol Intake?
7. Why bartending staff needs to cut off alcohol service?
TERMS FOR REVIEW
Bar Public Bar Service Bar Mini Bar
Portable Bar Bar Linen Pouring Spouts Juice Containers
Cocktail Shaker Tins Short Shaker Tins Cocktail Strainer Corkscrew
Lemon Zester Bar Spoon
Bottle Opener Jigger
Masher Senate Bill No. 2636

74
 UNIT 5
Room Service

OBJECTIVES:
At the end of this chapter, the students should be able to:
 Describe the nature of room service, the importance and the proper standard.

INTRODUCTION:
Room service is an important component of the overall service experience within upscale hotels and resorts. Also
referred to as "in-room dining," room service is defined as an operating department within a lodging facility that
takes guest orders for food, prepares that food, and delivers it to the guest's room for consumption there. Although
some room service operations function in a capacity that supports banquets or convention services departments
with food delivery and services to guests throughout the hotel.

What Is Room Service?

Room service is part of the hotel operations where they serves food conveniently to their respective guest rooms
by just calling the room service department and place order of food & drinks to be sent to their room.

Room service is a 24 hours Service

Duties includes checking of minibars upon check out, collecting breakfast menus every morning. Sending food
and beverage & room amenities to guest.

Why Room Service?

 Can enjoy meals in the privacy of own room.
 Can place order even at odd hours.
 Food is delivered to room, therefore it saves time.

Advantages of Room Service

 Celebrities want their privacy away from public attention and the media. Eating out attracts attention which
does not let the celebrities to enjoy a meal.
 Some wish to eat their meal in casual wear, even in the night clothes.
 Many cannot start their day unless they have a cup of tea or coffee as soon as they wake up. The morning
tea/coffee service is a peak time room service in many hotels.
 Some guests prefer to have private meetings in their rooms and prefer to have meals in privacy.

75
Disadvantages of Room Service
Room service food and beverage is more expensive because of convenience of eating in the room. Guests in
hurry are intolerant to delays. The challenge for the hotel is to serve hot food .As food is transported from main
kitchen, food can get cold. Room service menus are limited so that items can be cooked at all times by cooks on
different shifts with
common skills.

Equipment
 Trollies
 Plate Warmer
 Ice Machine
 Tea and Coffee Trays
 Ice Buckets
 Champagne or Wine Trays
 Hot Boxes

Location of Room Service

Pantry Room Service pantry in a storage room for keeping crockery, linen, food, beverages and other equipment
that are required in room service operations.
 Close to the kitchen
 Close to the service lifts
 Close to storage areas

THE PROCESS

Room Service Orders

 Telephone (most common)
 Interactive TV system
 Door Knob Menu

Taking Room Service Order

1. The room service order taker answers the calls to room service.
2. The telephone must be answered quickly.
3. Greet the guest and introduce the department.
4. Write the order on an order docket as you speak to the guest.

76
 5. Record the room number.
6. Repeat the order to the guest.
7. Tell the guest approximate time of delivery.
8. Enter the order in POS (Point of Sale System)
9. Distribute the order to the appropriate personnel, both in Room Service Department and other departments
if necessary.

Food Preparation By Kitchen/F and B Production

Serving The Food
1. Knock the door lightly
2. Announce yourself (room service)
3. Greet guest warmly
4. Ask if you may enter in the room
5. Ask where to set up order
6. Offer to pour beverage (bottle beverage)
7. Serve the food according to the guest needs
8. Offer additional assistance
9. Inform guest about pick-up
10. Wish guests an enjoyable meal
11. Thank the guest

Clearing The Room

 The room service order-taker is responsible for controlling floor service procedures and for directing staff
to clear rooms and floors.
 When a room or floor has been cleared after room service, the room service order-taker must be informed.
 Floors must be cleared quickly and quietly, but while doing so staff must ensure that equipment is securely
placed so that it can be moved safely.
 Once cleared from the floors, unconsumed food and beverages, food service equipment, trays and trolleys
must be returned to room service via service lift.

77
 KEY POINTS V

1. What is Room Service?

2. What are the Advantages of Room Service?
3. What are the Disadvantages of Room Service?
4. Where is the Room Service Located?
5. How to take Room Service Order?
6. How to serve the Food in Room Service?
7. What is the process of clearing the room?
TERMS FOR REVIEW

Room Service
Trollies
Plate Warmer
Ice Machine
Tea and Coffee Trays
Ice Buckets
Champagne or Wine Trays
Hot Boxes
Service Lifts

78
 UNIT 6
Banquet and Catering Service

OBJECTIVES:
At the end of this chapter, the students should be able to:
 Describe the Function of Banquet and Catering Service.
 Describe the importance of proper standard of Mis-en-place preparation.

INTRODUCTION:
The decision between a banquet and catering is not just a matter of personal preference. The type of presentation
plays a significant role in your guests’ experience and satisfaction with their meal. People often use banquet and
catering interchangeably because both are great ways of serving food to guests. Some of the determining factors
include the price range budgeted for food and how formal your event will be. This chapter looks at the major
differences between a banquet and catering while giving an in-depth view of each type of presentation.

What is a Banquet?
A banquet is a formal meal held to celebrate an event organized in honor of a person or an anniversary. It is a
more elegant way of serving meals to guests. This is because it creates a pleasant ambiance all around with more
staff on board to ensure everyone is well taken care of. Events like birthday parties, marriage ceremonies, and
farewell parties have a similar type of meal serving offered in a banquet. The luxurious meals served in a banquet
combined with a super cool atmosphere work perfectly for guests and they deliver a unique experience, as people
mark and celebrate a particular event.
Another distinguishing factor is that banquets have a major stage where the guest of honor sits together with
other prominent faces. The salutation by the host is made to everyone in attendance and usually ends with a speech
after the meal is served. It is often held in a special hall that can accommodate all guests while maintaining both
ambiance and luxury at the same time.

What is Catering?
Catering refers to the business of providing food and other related services for special occasions at a remote site
or event venue. A caterer is someone who organizes the delivery, preparation, and presentation of a variety of
foods for guests. During a catered event, a full-service catering company is hired to make the event unique and
memorable by handling everything from decorations to food presentations. They offer a wide variety of event
packages and catering services that can be tailored to a particular event. They always have a waiting staff that
ensures all guests are served in time and remain comfortable throughout the occasion. Unlike banquets, catering
includes a variety of occasions where people eat at varying times rather than eating together at one time in one
place.

Main Differences between a Banquet and Catering

79
Meaning
A banquet is an elaborate meal that marks a particular event or celebration. It is characterized by a large feast
with main courses and desserts that are often served with alcoholic beverages such as wine or beer. Catering is
the business of offering food service to special events located at a remote site such as birthdays, dinner parties,
or family gatherings.

Purpose
The primary purpose of a banquet is to serve as a charitable gathering, celebration or ceremony and is often
preceded by speeches in honor of someone special. Catering serves the purpose of feeding a group of people in a
remote location other than a regular food service establishment. It reduces the burden of preparing food on your
own, which allows you to focus on other activities of the event.

Formality
A banquet is more formal than catering because of the status of guests attending the occasion. A catering
service can be hired for both formal and informal events, as they can always adjust based on your specifications
and theme for the occasion. In addition to this, the dressing code in banquets tends to be more formal. It is quite
different when compared to catered events such as birthday parties, dinner, and family gatherings.
Meals
Banquets offer more luxurious foods compared to catering services and are always backed up with beautiful
presentations to please guests. While catering services may strive to deliver unique foods to your guests, the
extent to which they can be their best may vary depending on your budget and type of event being held. In
banquets, meals are often followed by speeches from the guest of honor and other prominent faces, which is quite
different from catering as it depends on whether the event is formal or informal.

The decision to choose between a banquet and catering depends entirely on the purpose of the event. A banquet
is only ideal for a small group of people as it becomes less practical when the guest list grows bigger. It is
important to understand the basic concept of a banquet and catering as they both have their benefits and
downsides.

80
Types of Functions

Formal (Banquets) Social

 Luncheons  Dinners
 Dinners  Luncheons
 Wedding breakfasts  Receptions
 Cocktail parties
 Charity dinners
Buffet Receptions
 Weddings
Conferences
 Cocktail parties
 Tea parties  Political conferences
 Dances  Trade union meets
 Anniversaries  Training seminars
 Conferences  Sales conferences
 Academic conferences
Public Relations
 Press launches
 Fashion shows 
Exhibitions 
Dealer’s meetings
 Seminars

Food and Beverage Service Organization

81
Following are the principal members of banquets:
 Banquet Manager is the overall in charge of meeting banquet sales targets, developing banquet business,
customer contact, banquet administration and supervising all arrangements.
 Banquet Sales coordinator prepares sales kits, fact sheets layouts and proposed menus, visits potential guests to
solicit business, conducts FAM tours of facility
 Banquet Supervisor coordinates the resources for functions including table layouts staff scheduling and banquet
setup
 Waiters and casual staff make the actual arrangement including carrying the furniture, setting table appointments
and providing the service and clearance during and after the function.
 Barman and sommelier run the mobile bar to provide alcoholic and non-alcoholic beverages with wine service.
 Porters There are generally two or three porters on the permanent banqueting staff. They are essential staff as
there is a great deal of heavy work to be carried out
 Banquet secretary handles all correspondence and filing take bookings on phone and assist in FAM tours.
 Sub-Contractors are outsourced experts to prepare a variety of services like photography, music, sweets etc.

Banquet Sales
Banquet Sales is the backbone of banqueting.

Objective: To sell the function catering facilities. It is responsible for the hotel’s sale portfolio and the client’s
portfolio and maximized the annual sales targets and profits. The efficiency of banquet operations and guest
satisfaction depends on banquet sales .The staff has to be perfect & the coordination of the office with the
kitchen should be very professional. No detail should be missed out. Banquet sales office mainly deals with:
 Inquiries and follow ups
 Reservations and cancellations
 Finalizing details (menu, drinks, decorations
etc.)
 Making Function Prospectus.
 Order any projectors/screens, audio/video
equipments required
 Filing correspondence
 Coordinating with Chef for any special foods
 Coordinating with Manager/Captains for any
special décor

82
  Filing all minute details in FPs.  Decorations, flowers, lighting systems.
players, flip chart stands and paper, lecterns  DJs, bands, presenters, toast masters etc.

Banquet Booking
SALES
ForThere are three documents
the promotion to make
of sales, most banquet bookings.
establishments These are
have banqueting and/or Conference sales packages. They range
from elaborate to complex, depending on the nature of establishment.
Package content includes:
The function book
 Location and contact details of the  Room plans, size, layouts, services available
Theestablishment
function bookand
is astaff involved.
control register maintained in the banquet (electrical points, days
office. It records telephone
and timeslines), air of
and nature
 Examples
events and descriptions
in various of theIttype
function rooms. is aofreservation dairy toconditioning,
functions that commit dates access
and points
venues.etc.The book is now
can be accommodated.  Accessible services (for
computerized. It is maintained by the banquet secretary, and is accessible to the Banquet manager disabled visitors).
and the Sales
 Information on how to get to  Room hire charges.
coordinator. The objective is to maximize banquet sales as space not sold is revenue lost forever.
the establishment, local attractions and parkings.  List of styles of tables, chairs and other
 Examples and costs of set packages. equipments available (e.g. meeting tables,
Contract of Agreement conference chairs, lounge areas, technical
equipment such as PA systems, video
A Contract of Agreement is signed between the banquet management and the client. It specifies the details
required to make the function successful. A contract may use any format, even a simple letter; what matters is the
information covered in it. Below is a checklist of information that should be included:
(podium), overhead projectors, slide and data  Meal packages, service methods available.
projectors, computers, white boards, blackout  Car rental, bus services, business services,
curtains, sound proofing etc. restaurants, fitness and leisure facilities.
 Charges for additional equipments such as  Standard terms and conditions of bookings.
projectors.
 Name and address of the organization
 Name of the contact person making the
booking  Contact person’s title.
 Price per head for food and beverage 
 Telephone contact numbers
Method of payment.
 Date of function
 Cancellation clause.
 Start and end time of function
 Advances and deposit.
 Type of function
 Type of food service
 Name of hall booked
 Bar service
 Minimum number of people guaranteed
 Additional service
 Details of menu
 Charges for additional service
 Name of sales person making the booking
 Signatures of both the parties with date and time

83
Function sheet. (Function prospectus)
A function sheet also called a function prospectus announces a function in detail to all relevant department of the
hotel. It is copied to the Chef, Concierge, Food controller, Accountant, Housekeeping, Engineering and to
any other relevant department.  Timings of function
 Number of people expected and guaranteed
The information recorded in a Function Prospectus
is
 Menu details
 Name of the booking party  Price per menu per head
 Name and address of the person to whom  Type of service
bill is to be sent  Special arrangement  Additional
 Mode of payment charges for special requests  Seating plan.
 Nature of function  The name of the person making the booking.
 Date of function

84
Banquet Menu
The Banquet Sales coordinator coordinates with the Chef to prepare a choice of two table d’hôte menus or give
suggestions for a buffet. This makes it convenient for the customer who is always looking for suggestions, and
the chef who plan meals keeping in mind factors such as availability of raw material, cost and preparation times.
Atypical table d’hôte menu would include: Appetizer, Soup, Entrée, Vegetable, Sweet Dish and Coffee.

Banquet service & Layout

Traditionally banquet services are of two types-buffet and sit-down. In the buffet style guest serve themselves
from a food display table. They stand or sit at tables preset with cutlery, glassware, linen. An alternative to this
style is just chairs arranged along the wall of the hall. In sit down style guests are served by waiters done in formal
occasions. The main feature in buffet service is buffet table, which is decorated with fruit displays ice sculpture
or butter sculpture based on the price and occasion
Buffets are ideal when there are large numbers of people. We will find buffet service at weddings, large social
occasions, dinner dances, etc . Buffet needs fewer service staff that replenishes food on the table and buss dirty
plates. A common fault that must be avoided in large functions is to have only one buffet table. It is advised to
have multi buffet tables of identical nature spread around the room for every 75 guests. This disperses people and
prevents long queues at the buffet table. Another variation is to have the appetizers salads and soups at a separate
buffet table, keeping the chafing dishes with hot food in another and finally the dessert buffet separated from the
rest.

85
 Sit down buffet is when tables are laid out formally with crockery, cutlery and linen. Banquet service
personnel serve the guests at the table with either pre-plated food or brought in ornate salvers and served to the
guest.

Banquet booking Procedure.

1. Enquiry
2. Negotiate
3. Check diary
4. For availability
5. If acceptable
6. Pencil date in diary
7. Send reply to enquiry
8. If response is negative cancel and send cancellation letter.
9. If fully booked offer alternative.
10. If not regret
11. Letter fax
12. If confirmed note down in the diary write function prospectus.

86
Seating plan
 Theatre style
 E- shape
 Board room style
 Herring bone pattern/fish bone
 Class room style
 Cluster pattern

Theatre Style
E-Shape

Board room style Herring bone/fish bone Cluster pattern Class room style

OUTDOOR CATERING
Outdoor catering refers to extending catering service to a specific group outside the premises in the venue chosen
by the host. The success of the ODC Largely depends on the efficient planning and careful attention to details. It is
essential to take the following step to ensure successful outdoor catering
 Preliminary survey of the function place
 Analysis of menu for identifying the requirement of cooking and service equipment

Preliminary Survey
 The distance from Hotel or base
 The availability of water, power, gas supply
 The size and shape of area
 Identifying areas for storage and facilities of garbage disposal.

Analysis of menu
 The menu should form a basis for identifying the requirement of kitchen and service equipment 
Number of work tables
 Number of trash cans

87
  Style of service.(Whether Buffet Or sit down) 
Setting up of a bar.
 Number of counters depending upon number of guest 
The number of gas cylinders.
KEY POINTS VI

1. What is a Banquet?
2. What is Catering?
3. What are the differences between a Banquet and Catering?
4. What are the different types of Functions?
5. Who are the principal members of banquet?
6. What is Banquet Sales?
7. What is the purpose of Banquet Booking?
8. What is the Function Book?
9. What are the information included in the Contract of Agreement?
10. What is Function Sheet?
11. What is the Banquet booking procedure?
12. What is Outdoor Catering?
TERMS FOR REVIEW

Banquet Catering Banquet Manager Banquet Sales Coordinator

Banquet Supervisor Waiters Barman Sommelier

Porters Banquet secretary Sub-Contractors Banquet Sales

Function Book Contract of Agreement Function sheet Function prospectus
Banquet Menu Banquet service Banquet Layout Seating plan
Outdoor Catering

REFERENCES
http://ihmkolkatafoodandbeveragenotes.blogspot.com/2015/05/banquets-and-outdoor-catering.html
https://blog.hubspot.com/service/customer-relations

88
https://setupmyhotel.com/formats/fnb-forms/420-bqt-function-plan.html
https://www.drjcatering.com/difference-between-a-banquet-and-catering/
https://www.napkinfoldingguide.com/
https://www.slideshare.net/Frankenstein111/room-service-43618012
https://www.slideshare.net/SunilKumar148/banquet-29031350
https://www.slideshare.net/SunilKumar148/flower-arrangements-33437848?next_slideshow=1
https://www.tutorialspoint.com/food_and_beverage_services/food_and_beverage_services_tutorial.pdf

89