Food and Beverage Services NC Ii Competency-Based Learning Materials List of Competencies

FOOD AND BEVERAGE SERVICES NC II
COMPETENCY-BASED LEARNING MATERIALS
List of Competencies
No. Unit of Competency Module Title Code
Prepare the dining Preparing the dining

1. room for service room/restaurant for TRS512387
service
Welcome guests and Welcoming guests and

TRS512388
2. take food and taking food and
beverage orders beverage orders
Promote food and Promoting food and TRS512389

3.
beverage products beverage products
Provide food and

Providing food and
4. beverage services to TRS512390
beverage services to
guests
guests
Provide room service Providing room service TRS512391

5.
Receive and handle Receiving and handling TRS512392

6. guest concerns
guest concerns
CBLM on Food and Date Developed: Document No.

Beverage Services MAY 2019 Issued by:
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Welcoming guests NATIONAL HIGH Page 1 of
and taking food and Developed by: SCHOOL 78
beverage orders JANICE R. CLERIGO Revision #: 00
MODULE CONTENT
UNIT OF COMPETENCY: Welcome guests and take food and

beverage orders
MODULE TITLE : Welcoming the guests and taking food order
MODULE DESCRIPTOR:
This module deals with the knowledge and skills required in providing pre-
meal services to the dining guests as soon as they arrive in the foodservice
facility. It covers the dining room or restaurant service procedures before the
food and beverage orders are served. This unit involves the initial steps in
the sequence of service that includes the welcoming of guests, seating the
guests, taking food and beverage orders and liaising between the kitchen
and the service area.
NOMINAL DURATION: 48 HRS
SUMMARY OF LEARNING OUTCOMES:

At the end of this module you MUST be able to:
1. Welcome and greet guests
2. Seat the guests
3. Take food and beverage orders
4. Liaise between kitchen and service areas

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LEARNING OUTCOME SUMMARY
LEARNING OUTCOME NO. 3

Take the Food and Beverage Orders
Assessment Criteria:
1. Guests are presented with the menu according to established standard
practice.
2. Orders are taken completely in accordance with the establishment’s
standard procedures.
3. Special requests and requirements are noted accurately.
4. Orders are repeated back to the guests to confirm items.
5. Tableware and cutlery appropriate for the menu choices are provided and
adjusted in accordance with establishment procedures.
Content Condition Assessment

Methods
Training Resources
- Information sheet
Basic Menu Written Test
- Self- check
- Answer key
Learning Resource Area
Training Resources
- Information sheet Written Test
Recording Relevant - Self- check
Information
- Answer key
Training Resources
- Information sheet
- Self- check Written Test
Sequence of Room - Answer key
Service - Computer
- Projector
- Laptop
Suggestive Selling Training Resources
Techniques - Information sheet Written Test

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- Self- check
- Answer key
Taking and Processing Training Resources

service orders - Information sheet
- Self- check Written Test
- Answer key
LEARNING EXPERIENCES
LEARNING OUTCOME NO. 3

Take the Food and Beverage Orders

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Learning Activities Special Instructions
1. Read Information Sheet 2.3-1 on

Read information sheet 2.3-1 on
Basic Menu
basic menu. Answer self-check
2.3-1 then compare your answer
Answer Self-Check 2.3-1
with answer key 2.3-1
Compare answer with Answer key
2.3-1

Product and Service Knowledge
Read information sheet 2.3-2 on
Answer Self-check 2.3-2
product service knowledge.
Compare answer with answer key
Answer self-check 2.3-2 then
2.3-2
compare your answer with answer
key 2.3-2.
Compare answer with Answer key
2.3-2.

Principle of Promotion and Selling Read information sheet 2.3-3 on
Technique principle of promotion and selling
technique. Answer Self-Check
Answer Self-Check 2.3-3 2.3-3 then compare answer with
Compare answer with Answer key Answer key 2.3-3
2.3-3
4. Read Information Sheet 2.3-4 on Read information sheet 2.3-4 on

Cutlery and Tableware cutlery and tableware
Familiarization familiarization. Answer Self-check
2.3-4. Compare your answer with
Answer self-check 2.3-4 answer key 2.3-4.
Compare your answer with answer
key 2.3-4

Presenting the Menu Procedure b presenting the menu procedure.
Answer self-check 2.3-5 then
Answer Self-Check 2.3-5 compare your answer with answer
Compare answer with Answer key key 2.3-5
2.3-5

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Order Taking Procedure order taking procedure. Answer
Self-check 2.3-6. Compare your
Answer self-check 2.3-6 answer with answer key 2.3-6.
Compare your answer with answer Perform task sheet 2.3-6 on
key 2.3-6 make your own menu. Evaluate
your work using performance
Perform Task sheet 2.3-6 on Order criteria checklist 2.3-6.
Taking Procedure
If you find hard to answer self-
Evaluate your work using check read again information
performance criteria checklist 2.3- sheet. After doing all activities you
6 can now proceed to the next LO.

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Information Sheet 2.3-1
Basic Menu
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Identify the basic types of menu;
2. Describe the menu.
Introduction:
Menus, as a list of prepared foods, have been discovered dating back to
the Song Dynasty in China.[1] In the larger populated cities of the time,
merchants found a way to cater to busy customers who had little time or
energy to prepare food during the evening. The variation in Chinese
cuisine from different regions led caterers to create a list or menu for their
patrons.
The word "menu", like much of the terminology of cuisine, is French in
origin. It ultimately derives from Latin "minutus", something made small; in
French, it came to be applied to a detailed list or résumé of any kind. The
original menus that offered consumers choices were prepared on a
small chalkboard, in French a carte; so foods chosen from a bill of fare are
described as "à la carte", "according to the board."
The menu first appeared in China during the second half of the eighteenth
century or The Romantic Age. Prior to this time eating establishments
or table d'hôte served dishes that were chosen by the chef or proprietors.
Customers ate what the house was serving that day, as in
contemporary banquets or buffets and meals were served from a common
table. The establishment of restaurants and restaurant menus allowed
customers to choose from a list of unseen dishes, which were produced to
order according to the customer's selection. A table d'hôte establishment
charged its customers a fixed price; the menu allowed customers to spend
as much or as little money as they chose

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À La Carte
In French, à la carte literally means "by the menu". In the restaurant
industry, à la carte is an upscale term used in reference to menus that list
items priced and ordered separately. If you want to give your guests plenty
of flexibility, list your options individually on an à la carte menu. They will
pay for each individual side they select, and entrées such as steak or baked
eggplant will stand alone.
Du Jour Menu
Du jour means "of the day", and the term isn't limited to soups or cocktails.
Du jour menus offer flexibility for small and busy restaurants because they
can be customized every day or even throughout the day. These menus,

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which are commonly written on chalkboards or displayed on digital displays,
may include anything from a single special item to a list of that day's entrée
choices. They are usually presented in conjunction with a standard, static
menu.
Cycle Menu
If you rotate your menu items according to day of the week, seasonal
availability, or chef's choice, you need a practical way to display your simple
but ever-changing selections. Du jour menus must be changed daily, but
cycle menus feature a complete list of current and upcoming menu items.
Cafeterias often use weekly or monthly cycle menus, because they cook
different items on the same equipment. Additionally, cruise ships, resort
hotels, and hospitals may utilize cycle menus as well.
Prix Fixe Menu

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French for "fixed price", prix fixe describes a menu that quite literally has a
fixed price. There may be multiple options for each course, but ultimately,
every guest will receive the same number of courses – usually an appetizer,
salad or soup, entrée, and dessert – and pay the same standard price no
matter which individual selections they choose. Prix Fixe menus could also
be referred to as Special Occasion menus, as they are commonly used only
for special occasions such as Thanksgiving, Christmas, or Easter.
Table d'hôte
Yet another French culinary term, table d'hôte
means "the host's table" and describes a menu similar to a prix fixe menu,
but with a more upscale turn of phrase. The term first referred to meals
shared among house guests and their hosts, who gathered at a single table
to enjoy the same courses. However, unlike the prix fixe menu, the prices of
individual entree items may vary. A table d'hôte menu is also excellent
choice for holiday meals and cuisine
that encourages sharing, such as
Easter brunch or Spanish tapas.
Beverage Menu

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If you offer multiple beer, wine, cocktail, or even juice and soda options, you
may want to separate them onto a distinct beverage menu. Guests who start
with water may order drinks later if they have a beverage menu to peruse as
they eat. Some beverage menus feature pictures of specialty cocktails,
extensive lists of craft beer selections, or information about the ingredients
and traditions that inspired each beverage.
Dessert Menu
Many standard menus have dessert
sections but because servers
collect menus after the entrées are ordered, guests can't refer to these
sections later. That's why some restaurants offer separate dessert menus,
which may be displayed right on the tables or handed out after all guests
are finished eating. Upscale restaurants may even roll out a dessert cart
that features each item on the menu, which makes it harder to resist sweet
treats even if everyone's full.

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Wine Captain’s Books
Most sit-down restaurants have a separate beverage menu, but very upscale
restaurants often have particularly extensive wine cellars, and discerning
patrons want to select the perfect variety to complement their meal. Servers
may offer pairing suggestions, but the wine captain’s book should include
the years and winemakers of each available bottle.

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Self-Check 2.3-1
Identification. Fill in the blanks
1. ________________literally means “by the menu”.
2. _________________means "of the day"
3. _________________feature a complete list of current and upcoming menu
items
4. _________________describes a menu that quite literally has a fixed price.
5. _________________means "the host's table" and describes a menu similar to
a prix fixe menu
6. _________________ feature pictures of specialty cocktails, extensive lists of
craft beer selections, or information about the ingredients and traditions
that inspired each beverage.

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1. À la carte
2. Du jour
3. Cycle menu
4. Prix fixe
5. Table d'hôte
6. Beverage menus

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Product and Service Knowledge
1. Enumerate important skills needed in food and beverage service;
2. Improve product and service knowledge.
Introduction:
One of the first things you will learn when undertaking a school-based
traineeship in hospitality is that you must be able to describe foods and
beverages on the menu in ways that make them sound appetising and
attractive, and must give customers accurate information in response to any
questions or queries.
PRODUCT KNOWLEDGE
Your food and beverage knowledge should be constantly updated. Product

and service information can be obtained through many avenues:

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1. From the product itself – by looking at and tasting or using the product
you sell, you will be able to develop firsthand knowledge of the quality, value
and characteristics of the product
2. Seeking information from chefs, cooks and other food service personal
3. By acknowledging customer feedback
4. Food and beverage reference books
5. Recipes and menus
6. Seek information and/or demonstrations from the supplier
7. Supplier or manufacturer presentations can be organised; particularly in

the case where a new or significantly different product has been introduced
into your sales range
8. Attend trade fairs and exhibitions
9. Local growers and producers
10. Packaging and product labels
11. The internet
Information sharing is one of the best ways to continually develop your

product knowledge and to assist other staff members in developing their
product knowledge. The release of new product and service lines occurs on
an almost daily basis. It is essential that you maintain your product
knowledge at a very high level if you are to truly be an effective staff
member.

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Why Is Product Knowledge Important?
This may seem like a no-brainer, but many servers feel like the menu does
their product knowledge job for them. What can they possibly say that isn’t
already written down in black and white? A lot! Guests rely on servers to
guide them through the menu, asking questions and offering suggestions
tailor made for each guest.
Product knowledge is a heavy-hitting tool in your servers’ toolbox when they
are able to pair items such as beer and appetizers, wine and entrées, or
desserts and after-dinner drinks. When guests are indecisive, a server’s level
of product knowledge can be the difference between guests truly enjoying
their experience or finding everything to be just “okay.”
Product knowledge is also a safety issue. Many guests have food allergies
that can cause a variety of reactions ranging from mild discomfort to life-
threatening complications. To keep your guests safe – and protect yourself
and the restaurant from liability – it’s critical that servers know the details
of every product on your men.

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RESTAURANT SERVICE
The restaurant service practitioner provides high quality food and drink
service to guests. A food service practitioner generally works in the
commercial sector, offering a range of services to customers. There is a
direct relationship between the nature and quality of the service required,
and the payment made by the guest. Therefore the practitioner has a
continuing responsibility to work professionally and interactively with the
guest in order to give satisfaction and thus maintain and grow the business.
The practitioner is likely to work in a hotel or restaurant. However, the size,
nature and quality of these establishments can vary enormously from
internationally renowned hotel chains to smaller, privately-owned, more
intimate restaurants. The quality and level of service provided and expected
by guests will also vary. The styles of service will be dependent on the
targeted customer and can range from simple self-service operations to
elaborate service styles where dishes can be prepared at the guests’ table. In
its more elaborate form, food and drink service can be likened to a form of
theatre.
High quality food and drink service requires the practitioner to have
extensive knowledge of international cuisine, beverages and wines. They
must have a complete command of accepted serving rules and must know
the preparation of speciality dishes and drinks at the guests’ table or in the
bar. The food server is the most important person in attending to the guests
and providing the meal experience. Skill and resourcefulness, good
manners, excellent interaction with guests, aplomb, excellent personal and
food hygiene practices, smart appearance and practical ability are all
essential.
A wide range of specialist tools and materials will be used for the service of
specialist dishes, drinks and wines. The practitioner will be familiar with
their use in addition to the more usual pieces of equipment that are found
in most dining situations.
Irrespective of the working environment, excellent communication and
customer care skills are universal attributes of the outstanding practitioner.
Food service personnel will work as part of a team and with other teams in
the hotel or restaurant. Whatever the structure of the work, the trained and
experienced practitioner takes on a high level of personal responsibility and
autonomy. This ranges from safeguarding the health and wellbeing of the
guests and colleagues through scrupulous attention to safe and hygienic
working practices, to achieving exceptional experiences for special
occasions.

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With the globalization of gastronomy, the expansion of travel for pleasure
and business, and the international mobility of people, staff in the
hospitality industry enjoy rapidly expanding opportunities and challenges.
For the talented restaurateur there are many commercial and international
opportunities; however, these carry with them the need to understand and
work with diverse cultures, trends and environments. The diversity of skills
associated with restaurant service is therefore likely to keep expanding.
Important Skills needed in Food and Beverage Service

1. Active Listening - Giving full attention to what other people are saying,
taking time to understand the points being made, asking questions as
appropriate, and not interrupting at inappropriate times.
2. Service Orientation - Actively looking for ways to help people.
3. Speaking - Talking to others to convey information effectively.
4. Social Perceptiveness - Being aware of others' reactions and
understanding why they react as they do.
5. Coordination - Adjusting actions in relation to others' actions.
6. Monitoring - Monitoring/Assessing performance of yourself, other
individuals, or organizations to make improvements or take corrective
action.
7. Judgment and Decision Making - Considering the relative costs and
benefits of potential actions to choose the most appropriate one.
8. Persuasion - Persuading others to change their minds or behavior.
9. Critical Thinking - Using logic and reasoning to identify the strengths and
weaknesses of alternative solutions, conclusions or approaches to problems.
10. Complex Problem Solving - Identifying complex problems and reviewing
related information to develop and evaluate options and implement
solutions.
11. Reading Comprehension - Understanding written sentences and
paragraphs in work related documents.
12. Active Learning - Understanding the implications of new information for
both current and future problem-solving and decision-making.

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13. Learning Strategies - Selecting and using training/instructional methods
and procedures appropriate for the situation when learning or teaching new
things.
14. Negotiation - Bringing others together and trying to reconcile differences.
15. Time Management - Managing one's own time and the time of others.
Self-Check 2.3-2
I-Enumeration.
A. Enumerate at least five avenues where you can improve you product
knowledge.
B. Enumerate at least 10 skills needed to improve your service knowledge.
II-Identification. Fill in the blanks

1. __________________is one of the best ways to continually develop your
product knowledge and to assist other staff members in developing
their product knowledge

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2. It is essential that you maintain your ________________at a very high level
if you are to truly be an effective staff member.
3. Many guests have ________________that can cause a variety of reactions
ranging from mild discomfort to life-threatening complications.
4. To keep your guests safe – and protect yourself and the restaurant from
liability – it’s critical that servers know the ___________of every product on
your menu.
5. Guests rely on __________to guide them through the menu, asking
questions and offering suggestions tailor made for each guest.

I A- Enumeration possible answers
1. From the product itself
2. Information from chefs, cooks and other food service personal
3. Customer feedback
4. Food and beverage reference books
5. Recipes and menus
6. Information and/or demonstrations from the supplier

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7. Supplier or manufacturer presentations
8. Trade fairs and exhibitions
9. Local growers and producers
10. Packaging and product labels
11. The internet
I B-Enumeration possible answers

1. Active Listening 9. Critical Thinking
2. Service Orientation 10. Complex Problem Solving
3. Speaking 11. Reading Comprehension
4. Social Perceptiveness 12. Active Learning
5. Coordination 13. Learning Strategies
6. Monitoring 14. Negotiation
7. Judgment and Decision Making 15. Time Management
8. Persuasion
II- Identification.
1. Information sharing
2. Product knowledge
3. Food allergies
4. Details
5. Servers
Principle of Promotion and Selling Technique
1. Identify the ways of promoting and selling a product;
2. Enumerate the promotion and selling technique.
Introduction:

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Promoting Techniques
Getting customers to come in and try your food is the first step in creating a
successful restaurant. By using promotional strategies that highlight the
taste, creativity and perhaps affordability of your restaurant items, you can
make customers interested in your restaurant. Effective promotion
strategies can also help transform new patrons into regular customers.
Give
Discounts
You may have a lot of local competition due to chain restaurants and these
restaurants may be difficult to compete against. Steal an idea from these
chain restaurants by using discounted days for certain food items. For
example, you can offer reduced drink prices during certain times. You can
offer kids-eat-free programs on specific days. Half-off appetizers can also
help encourage customers to dine at your restaurant. Make sure that the
community is aware of your discounts by placing the information on a sign
or banner outside your business. You can also provide a discount on the
customers' receipts so they will return to your restaurant.

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Post Specials
Add your daily specials to a sign outside your business to encourage
customers to try new foods. Add your specials to your website and your
social media accounts.
Use a Website
Many customers use the Internet to find a new local restaurant. Make a
website for your restaurant that clearly lists the directions and post your
menu online. You can also add printable coupons and reward customer
testimonials by offering future discounts to encourage new patrons.
Sponsor a Team
Use a local little league or community soccer team to help drive interest to
your restaurant. Sponsor a team by paying for their uniforms and using
your restaurant name on the shirts. You can also cater snacks during the
game or host events at the end of the season. Although this may cost you
more money upfront, you will reap the rewards later by having return
customers pay for their next meal.
Distribute Fliers
Make fliers with important information about your restaurant, including the
address, phone number, type of cuisine and specials. Selectively distribute
these fliers by having an employee personally hand them out. Try to give
fliers to businesses and organizations that correspond with your type of
business. For example, if you serve healthy dishes, distribute the fliers at
health food stores and gyms. If your restaurant caters to families, distribute
fliers at swimming pools, schools and bowling alleys.
Events

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Get many potential customers in the door by hosting an event at your
restaurant. Some options include hosting a holiday party, fundraiser, an art
show, a comedy show, a live band or a fashion show.
Selling Techniques
Choice
In most restaurants, customers have a choice between ingredients that will
make a dish or a drink more expensive. This is particularly true with drinks,
which can be made with different brands of the same type of alcohol. To
increase the bill, your servers can offer the more expensive version without
mentioning the price. Successful servers will have a detailed understanding
of prices and the menu options that have a higher profit margin for the
restaurant.
Suggestion
To help customers choose foods that will increase the check average,
restaurants often urge their servers to make suggestions. Suggestions can
be effective whether or not the customer asks for them, but will be most
useful if they come across as genuine. In order for a server to use this
technique well, he will need to know the menu and have personal experience

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with the food, allowing him to give specific details about taste, texture and
flavor. The personal touch can make a recommendation feel less like a sales
pitch and more like helpful advice.
Offering Extra
A common restaurant selling technique is to offer extra items on top of the

original order. If a customer orders a certain dish, for example, your server
might suggest a side dish that will serve as a palate cleanser, or a wine that
will bring out the flavors of the dish. By framing the extra option as
something that will enhance the dining experience, the server can come off
as helpful rather than pushy. Other extras include desserts, appetizers,
house specials or salads.
Indirect Suggestion
If you want to sell certain items without placing all of the burden on your
servers, you can use indirect sales methods that present the options. Use
table tents with appetizing pictures to push more expensive items or special
promotions, or print a special menu insert that highlights a seasonal dish.
Quality pictures and mouthwatering descriptions are the key to convincing
customers to try something new; you can also use a special combination
price or a discount on a second item to get people to buy more than they
would otherwise.

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Upselling
Upselling is a common strategy for restaurants to boost their profits. By

training your staff in ways to sell more, you can help their tips and improve
business. Upselling is more than sales; it requires perception, knowledge
and discretion. At its best, upselling can look less like sales and more like
customer service; effective techniques should be subtle enough to avoid
annoying the customer or making them feel pestered.
A. Offer More-Expensive Items
A common restaurant upselling technique is to offer more-expensive items

than the ones the customer originally ordered. This tactic is most effective
when it is not obvious. Servers often use this technique without the
customer knowing by offering two choices of liquor without noting that one
is more expensive, for example. In order to push up the bill, servers should
have knowledge of the profit margins and prices of each item on the menu.
B. Extras
Many restaurants rely on a simple strategy to sell more: offering extra items.
A fast food restaurant might ask customers if they'd like a super-sized
option or if they would like fries with their meal. A restaurant server will ask
a diner if they'd like to start with an appetizer or try a special entree. In
some restaurants, the extras are prescribed by management: the chef's
special or a new item they want to push, for example.

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C. Offer Specific Items
Instead of asking customers if they would like additional food or drinks, it is

often more effective to be specific. Restaurants often employ the strategy of
avoiding generalities that are easy for the diners to dismiss. Instead of
asking if a customer wants dessert, for example, the server will ask if they
want to try the chef's special dessert and provide a mouth-watering
description. This is particularly effective when the server can see that the
customers are wavering; the delicious details can convince them to go with
their desires.
D. Make Suggestions
When a customer is deliberating on what to order or asks for

recommendations, a restaurant server has the opportunity to upsell without
seeming pushy or irritating. They might name one of the more-expensive
dishes on the menu when asked for a suggestion or recommend that the
customer try a beverage that will complement their dish. By making helpful
suggestions, the customer feels taken care of rather than like a sales target.

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E. Demonstrate Enthusiasm
One of the most effective upselling techniques a server can use is to show
enthusiasm about the foods they are pushing. When they can give details
about the food and a description of their personal experience and
preference, it can be more convincing than simply suggesting an expensive
item. For this technique to work, the server should be genuine.
Here are 8 selling techniques you can use in hospitality venue.
Cross selling – when you get a customer to spend more money through
buying additional products so ordering a slice of cake with a coffee or an
entrée with a meal.
Every staff member who has the potential to interact with a customer at any
point during their day should view themselves as a salesperson and that
includes chefs, administration and security. One of the most challenging
issues for managers with selling on the front line is that you need strong
people on the front line to ensure the success.
Some staff members are natural sales people, but others need to be supplied
with the words or a script until they are comfortable in that role. Please do
not take this to mean that staff should regurgitate the same line to every
customer that comes across their path regardless of day, time or type of
customer. That just becomes annoying.
Here are just a few simple, yet effective examples of good salesmanship:

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 “There is currently a slight delay on orders, but could I entice you to
try our homemade Turkish bread and delicious dips to start while you
are waiting?”
 “Good evening ladies, this is our dessert menu. Can I offer anybody a
pot of tea or a coffee while you are making your decision?”
 “You were at the footy tonight, you must be a little peckish. We have a
snack bar menu. I can put an order through to the kitchen if you
would like a portion of wedges or maybe a pizza with your drinks?”
Here are 8 selling examples for you to implement or discuss with staff and
see how they think they can upsell or cross sell your range of products:
Reception
Upsell: Try to identify why the customer has visited, if they are visiting for a
snack in the café try upselling the bistro “They are just about to start
serving dinner in the bistro and there is a great selection of specials on
tonight.”
Cross sell: If a customer is visiting the bistro for dinner try to cross sell
other departments. “Why not have a drink in the bar first?” or “Take part in
the raffle which is running in ten minutes.”
Bar
Upsell: Before a customer orders, provide a menu and give
recommendations for cocktails or special wine selection. When asked for a
standard drink, tell the customer which brands you carry. Chances are the
customer will go for a higher quality, more expensive brand when prompted.
Cross sell: Ask the customers if they want something to eat with their
drinks, such as a share plate, appetisers, pizzas, garlic bread.
Cafe Area
Upsell: Check if they would like a large cup, flavoured syrup or
marshmallows.
Cross sell: Suggest an accompaniment such as a muffin, a croissant, cake
or toast.
Restaurant or Bistro
Upsell: Suggest specific or special dishes, such as the fish of the day, when
handing out menus or offer larger portions if available.
Cross sell: Suggest drinks or share plates before handing out menus. When
taking orders, suggest entrees or sides. After the main dish is cleared,
provide a dessert menu.

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Self-Check 2.3-3
I- Identification.
Identify whether the statement provided is cross sell or upsell. Write C for
cross sell and U for upsell.
_________1. Try to identify why the customer has visited, if they are visiting
for a snack in the café try upselling the bistro “They are just about to start
serving dinner in the bistro and there is a great selection of specials on
tonight.”
_________2.Before a customer orders, provide a menu and give

recommendations for cocktails or special wine selection. When asked for a
standard drink, tell the customer which brands you carry. Chances are the
customer will go for a higher quality, more expensive brand when prompted.
_________3.Check if they would like a large cup, flavoured syrup or

marshmallows.
_________4. Suggest drinks or share plates before handing out menus. When
taking orders, suggest entrees or sides. After the main dish is cleared,
provide a dessert menu.
_________5. Ask the customers if they want something to eat with their
drinks, such as a share plate, appetisers, pizzas, garlic bread.
II- Enumeration
Enumerate different promotion strategies.

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Answer Self Check 2.3-3
I- Identification
1. U/Upsell
2. U/Upsell
3. U/Upsell
4. C/Cross sell
5. C/Cross sell
II- Enumeration
1.Give Discounts
2.Post Specials
3.Use a Website
4.Sponsor a Team
5.Distribute Fliers
6.Hold Events

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Cutlery and Tableware
1. Describe and identify the table appointment and their uses;
2. Observe proper way of handling tableware.
Introduction:
“A fascinating and eye-catching dining area makes the guest feel
relaxed and adds to satisfaction of the food served; thus, the tableware
should be selected properly. Setting a dining table is almost as important as
your food. It is not as difficult as it seems. An attractive table adds to the
environment of a meal. In setting the table, you need a "place setting" (all
items a person needs for dining) for each person.”
1. Tableware
 Dinnerware (cups, bowls, and plates)
 Flatware/Cutlery (spoon, forks, and knives)
 Glassware (all shapes and sizes)
 Hollow ware (teapot and tureen)
I. TABLEWARE
Tableware is a set of eating utensils used for setting a table, serving
food and for dining. Tableware can be meant to include dishware,
flatware/cutlery, hollowware and glassware used by an individual for formal
and informal dining. The nature, variety, and number of objects varies from
culture to culture, religions, and cuisines. In the United States, tableware is
most commonly referred to as dinnerware. In Britain it is called crockery.
The term crockery is sometimes used for ceramic dishes. And in the USA,
ceramic dinnerware can be referred to as chinaware.

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Types of Tableware
1. Dishware/Dinnerware - It is a collective name given to dinner plates,

breakfast plates, side plates, soup bowls, saucers, cereal bowls and
dessert bowls. The materials used for dishware are ceramics, china,
Pyrex and plastic. Plates are commonly made from ceramic materials
such as bone china, porcelain, and stoneware, as well as other
materials like plastic, glass, or metal; occasionally, wood or carved
stone is used. Disposable plates, which are often made from paper
pulp, were invented in 1904. Also melamine resin or tempered glass
such as Corelle can be used.
1.1 Bowls
Examples:
Soup bowls, cereal bowls, pasta bowls, fruit bowls, or dessert bowls
1.2 Plates - Plates can be any shape, but almost all have a rim to
prevent food from falling off the edge. They are often white or
off-white, but can be any color, including patterns and
artistic designs. Many are sold in sets of identical plates, so
everyone at a table can have matching tableware.

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Styles Include:
 Round - the most common shape, especially for dinner plates and
saucers
 Square/Rectangle - more common in Asian traditions
like sushi plates or bento, and to add modern style.
 Coupe - a round dish with a smooth, round, steep curve up to the
rim (as opposed to rims that curve up then flatten out)
 Charger plates, dinner plates, lunch plates, dessert plates,
salad plates, bread plates, side plates and cereal plates.
Description Size Usage

used as an under liner in a formal dining and
Charger/show plate 12”
not a serving dish nor a dinner plate
Dinner plate 10.5” used for main dish
Luncheon/soup
9” deep plate used for thick soup
plate
Salad plate 8.5” used for salads
Fish plate 8” used in appetizers
Dessert plate 7” used for dessert
Side plate 6.5” intended for side dishes
Bread/butter plate 6” used for bread and molded salad
Cereal plate 5” used for cereal like rice and oats

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Teacup saucers, coffee cup saucers, demitasse saucers, and
cream soup saucers.

Handling Method:
 Palm In with thumbs at the edge
 Never touch with fingers the central part

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2. HOLLOWWARE
Hollowware or hollowware is tableware such as sugar bowls,

creamers, coffee pots, teapots, soup tureens, hot food covers, water jugs,
platters, butter pat plates and other metal items that went with the
dishware on a table. It does not include flatware. Hollowware was
constructed to last a long time. It differs from some other silver-plated items
in being made with thicker walls and more layers of silver-plate.

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Types of Holloware with Description
PICTURE(s) DESCRIPTIONS AND USAGE
Butter Dish - is a specialized dish in which

butter is served. It would normally have a base
with a separate fitting lid with its own handle. A
typical measurement is 8 inches by 5 inches.
Butter dishes are commonly made of stainless
steel, silver or porcelain. The metal examples
tend to have within them a glass base to protect
the metal from the corrosive effects of salt
within the butter. An alternative to a standard
butter dish is a French butter dish, also known
as a butter crock.
Casserole - from the French word for

"saucepan", is a large, deep dish used both in
the oven and as a serving vessel. The word
casserole is also used for the food cooked and
served in such a vessel, with the cookware itself
called a casserole dish or casserole pan.
Compotes - a bowl-shaped dish having a stem,

and a base smaller than the bowl, used to serve
compotes or other items, such as candies, nuts,
or fruit or sweets are served; a compote dish.
Compotes may be made of different materials,
such as glass, porcelain, or silver a bowl of
glass, porcelain, or metal.
Pitcher - a container for holding and pouring

liquids that usually has a lip or spout and a
handle

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Platter - A large flat dish or plate, typically oval
or circular in shape, used for serving food.
A quantity of food served on such a dish.
Sauce boat - A low, boat-shaped pitcher

typically having a wide lip at one end and a
handle at the other and used for serving sauces
and gravies
Salad bowl - a large bowl for mixing and serving

a salad
Teapot - is a vessel used for steeping tea leaves

or an herbal mix in boiling or near-boiling
water, and for serving the resulting infusion
which is called tea.
Sugar bowl - A dish in which sugar is served
Tureen - A broad, large, deep, covered dish

used for serving soup, stew, or other foods.

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Tajine - is a unique type of ceramic or clay
cookware that's popular in Morocco. The bottom
is a wide, circular shallow dish used for both
cooking and serving, while the top of the tajine
is distinctively shaped into a rounded dome or
cone.
Measuring cups – use to measure ingredients
Ladle – a large deep spoon with long handle

that is use to for serving liquids or soup
Lasagna/Cake server and knife – use for

serving lasagna, cake or pie
Handling Method:
 Must be handed at the handle
 Never hold at the body
3. FLATWARE/CUTLERY
Cutlery refers to any hand implement used in preparing, serving, and

especially eating food. It is more usually known as silverware or flatware.
Cutlery usually means knives and related cutting instruments. This is
probably the original meaning of the word. Since silverware suggests the
presence of silver, when the term tableware has come into use.
The major items of cutlery/flatware are the fork, spoon and knives.
In recent times, hybrid versions of cutlery have been made combining the
functionality of different eating implements, including the spork

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(spoon/fork), spife (spoon/knife), and knork (knife/fork) or the sporf which
is all three.
Types of Flatware/Cutlery
3.1 Fork
A fork is a tool consisting of a handle with several narrow tines on one
end. The fork as an eating utensil has been a feature primarily of the West,
whereas in East Asia chopsticks have been more prevalent. The utensil
(usually metal) is used to lift food to the mouth or to hold ingredients in
place while cooking or cutting those things. Food can be lifted either by
spearing it on the tines, or by holding it on top of the tines, which are often
curved slightly. For this former function, in the American style of fork
etiquette, the fork is held with tines curving up; however, in European style,
the fork is held with the tines curving down. A fork is also shaped in the
form of a trident but curved at the joint of the handle to the points. Most
commonly used fork are: serving fork, dinner fork, fish fork, salad fork
and dessert fork.
Though the fork's early history is obscure, the fork as a kitchen and
dining utensil is generally believed to have originated in the Roman Empire,
or perhaps in Ancient Greece. The personal table fork most likely originated
in the Eastern Roman, or Byzantine, Empire. It did not become common in
northern Europe until the 18th century and was not common in North
America until the 19th century.

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1 2 3 4 5 6 7
1. Dessert – used for eating desert like cake
2. Relish – used for relish food
3. Salad – with broad tines used for eating salad
4. Dinner – larger fork in place setting
5. Cold cuts fork -
6. Serving – used in serving food
7. Carving – used for
carving
1 2 3 4 5
3.2 Spoon
A spoon is a utensil consisting of a small shallow bowl, oval or round,

at the end of a handle. A type of cutlery/flatware, especially as part of a
place setting, it is used primarily for serving and to transfer edibles from
vessel to mouth, usually at a dining table. Spoons are also used in food

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preparation to measure, mix, stirs and toss ingredients. A spoon's style is
usually named after a drink or food with which they are most often used.
Present day spoons can be made from metal (notably flat silver or silverware,
plated or solid), wood, porcelain or plastic it will be seen and identified of
their appearance or structure. Most commonly used spoons are: serving
spoon, dinner spoon, soup spoon, salad spoon and dessert spoon.
1. Teaspoon – used for tea or coffee

2. Dessert – used for dessert or sweet courses
3. Salad – used for salad like cucumber salad
4. Table – used for main dish
5. Serving – used to serve food

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3.3 Table Knife
A table knife is an item of cutlery, part of a table setting. Table knives

are typically of moderate sharpness only, designed to cut only prepared and
cooked food. They are usually made of stainless steel and may be ornate,
often having handles of bone, wood or (less commonly now) ivory. The
distinguishing feature of a table knife is a blunt or rounded end. Most table
knives require a fork to stabilize foods during cutting. Most common table
knife are: dinner knife, fish knife, butter knife, and steak knife.
1. Butter knife – used to spread butter on bread
2. Dessert knife – used for dessert fruits
3. Fish knife – with broad blade used when fish is serve
4. Cheese knife – used for cheese
5. Dinner knife – used for light dish
6. Steak knife – used for steak or heavy dish
Modern Set of Flatware

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From left to right: (serving spoon and fork), (pizza/cake/baked pasta holder),
(dessert, salad and dinner forks), (dinner and steak knives) and (dinner,
soup, salad and dessert spoons)
Set of Eating Utensil (Flatware)
From the left to right: (steak fork and knife), soup spoon,
(dinner fork and knife), (salad, dessert a nd dinner spoon),
(fish fork and knife) and coffee spoon
6. 1 2 3 4 5

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Combination of basic flatware such as Spoon, Fork and Knife
Spork = Fork + Spoon

Splayd = Knife + Spoon
Knork = Knife + Fork
Spife = Spoon + Knife
Sporf = Spoon + Fork + Knife
PICTURE NAME AND DESCRIPTION

Flatware Combination
Knork – A combination of Knife and Fork
Spork – A combination of Spoon and Fork

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Spife – A combination of Spoon and Knife
Sporf – A combination of Spoon, Fork and Knife
Splayd – A combination of Spoon, Fork and Knife
Trongs - "tri" and "tongs" use to hold finger foods
Chopfork - A utensil with a fork at one end and

chopsticks/tongs at the other.
Forkchops - Used in a pair, these are basically a

pair of chopsticks with a small fork and knife on
the non-pointed ends.
Utensils for specific foods
Crab cracker – used to crack crab
Fondue Fork – use to pick any shell

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Lobster pick – use to pick lobster
Nutcracker – use to crack nuts
Bread knife - A knife with a serrated blade for

cutting bread
Oyster knife - Has a short, thick blade for prying

open oyster shells
Table knife or Case knife - A piece of cutlery,

either a butter knife, Steak knife, or both, that is
part of a table setting, accompanying
the fork and spoon
Fish knife – use for fish
Fish fork and knife – use for fish
Ice tea apoon – use for ice tea
Grapefruit spoon – use for grapes

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Pickles fork – has two tines, use for pickles
Lemon fork – has three tine, use for
lemon/oranges
Lettuce fork – use for lettuce/cabbage
Strawberry fork – use for strawberry
Marrow fork and scoop – use for marrow
Handling Method:
 All flatware are handed at the handle
 Never hold spoons in the bowl, fork in the tines nor knives
in the blade, always hold by the handle.
4. GLASSWARE
Glasses come in various shapes and sizes, collectively they are called
Glassware. They add beauty and height to table setting. Glassware is needed
by all Food and Beverage outlets for serving water and other beverages.
Every beverage is served in a specific glass. The shapes, sizes and capacities
of glasses vary widely. The capacity of a glass is measured in fluid ounces
(ozs.) or in milliliters (ml.). Correct storage and cleanliness of glassware is
important to minimize breakages and increase efficiency during service.
Glasswares are usually made with glass, plastic, stainless steel and wood.
Glasses are mostly named by the drinks that are served in them. The parts
of a glass include the bowl, the base or foot, and the stem.

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Types of Glassware
4.1 Tumbler
It is a glass which has only a bowl with straight, widened or curved
sides. Purpose of having thick bottom for tumbler kind of glass is to avoid
transferring heat generated from hand to the content of glass so that the
liquid served in the glass can be enjoyed in its original service temperature.
Example: high ball, collins, old fashioned glass, juice glass, etc.
4.2 Footedware
In this type of glass, the bowl of the glass is on the base without any
stem, so that the warmth of palm can be transferred to the liquid served and
can be enjoyed both way in case of taste and aroma.
Example: Brandy balloon.
4.3 Stemware
These glasses have all three parts, namely a base, a bowl and a stem.
Since liquid served in these glasses has to be served and enjoyed at the
temperature below warmth of the palm the long stem serves the purpose.
Example: Red/White wine glass, Champagne glass, Wine glass, etc.
Example of Glassware with Description
Size (fluid
Name Picture Description Use
ounces/ml.)

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Straight
High ball 8-10 ozs. Water/juices
Glass
Collins Mixed
Straight
10-12 ozs. drinks/
Glass
cocktails
Straight, Whiskey/
Old fashioned
8-10 ozs. short and Spirits with
glass
wide mixers
White wine,
White wine or
Water,
all purpose (AP) 6-8 ozs. Stem glass
Cocktails,
glass
Juices
Red wine glass 6-8 ozs. Stem Glass Red wine
Champagne 6-8 ozs. Stem Glass Champagne

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Liqueur glass 25 ml. Small Liqueurs
Beer mug 10-12 ozs. Mug Beer
Juices
Small
Juice Glass 5 ozs. (Breakfast),
straight
Appetizers
Bowl with Brandy/

Brandy Balloon 8-10 ozs.
base frappes
Martini/
4-12 ozs. Stem Glass Cocktail
Cocktail glass
Handling Method:
1. Tumbler/glasses – highball, Collins, juice glass etc.

 Must be handed at the lower part of the body
 Never hold on the lip

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2. Footed ware – like brandy balloon
 Hold at the body
 Do not hold at the base or foot
3. Stemmed ware – like wine glasses, champagne, cocktail etc.
 Must be handed at the stem
 Do not hold at the body nor on the lip
Proper Care and Storage of Tableware

“Proper care and storage is important to the longevity of tableware and
requires only a few simple precautions. And clean tableware are a pre-
requisite for efficient table service. The service personnel should check it
before using any tableware, it must be:
1. Spotlessly clean and dry without any water marks or cloth lint’s.
2. Free from any kind of odour.
3. Not cracked or chipped.”
A. Dishware/Dinnerware
1. Don’t overload bus boxes and dish racks
2. Don’t pile heavy items on lighter items
3. Keep adequate supplies of dishware on hand to prevent recently
washed items from going directly into service
4. Always remove scraps carefully with rubber scraper or water spray
5. Don’t use abrasive pads or other dishes to remove food scraps
6. Replace worn rubber and plastic dish scrapers
7. Remove severely abraded dishware from service
8. Don’t carry more dishes than you can safely handle
9. Never load loose, mixed items into the dishwasher – load like items on
each rack
10. Never overload lowerator storage – stack china to the proper level
11. Never stack dishes more than 16 inches high
12. The under rims of dishware are unglazed. To protect plates stacked for
storage, cover them with a paper towel, a paper napkin, a piece of
fabric, or a micro-foam pad.
13. The weight of stacked plates can cause ware to break. To distribute
weight evenly, stack pieces of the same size and shape together, such
as dinner plates with dinner plates, and soup bowls with soup bowls.

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To relieve stress, stack plates and bowls in columns of four or six or
store plates upright in plate racks.
14. Ceramic dishware is sensitive to changes in temperature. Never store
it above or near a heating vent or near sunlight it will causes the body
and glaze to expand and contract at different rates and may lead to
crazing and cracks.
B. Hollowware
1. Avoid cutting on any hollowware surfaces.
2. Pieces should be pre-soaked and washed directly after use to prevent
hardened food particles that can cause tarnish. Always avoid using
steel wool or metal scrapers in removing food particles.
3. Separate flatware and hollowware for pre-soaking. Generally, follow
the cleaning agent manufacturer's instructions for pre-soaking, but
avoid products containing chlorides, bromides or iodides. For best
results, change the pre-soak when it becomes dirty or greasy- about
every three or four loads.
4. Wash your hollowware right after it comes out of pre-soaking. Load
the washing machine with the openings of hollow pieces facing down.
5. All pieces should be completely dry when they come out of the
washing machine. Storing pieces that are not dry can cause corrosion
and oxidation marks. Check pieces coming out of the washing
machine to make sure they are clean, and have not retained any food
particles. Re-wash items if necessary.
6. Store your hollowware pieces together in a reasonably dry area. By
organizing the pieces by size and type you can save time in handling
and inventory. Plastic or wooden racks provide the best storage, but
avoid plastics containing sulfur for storing silver.
C. Flatware/Cutlery
1. Keep adequate supplies of flatware for rush periods
2. Check the dishwasher temp daily and use only higher
temperatures for flatware
3. Never allow flatware to remain soiled over night
4. Pre-soak, thoroughly wash and dry flatware immediately after
using
5. Never load flatware into aluminium, copper or copper alloy
containers for pre-soaking, use only plastic or stainless steel

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6. Always dissolve liquid and powder pre-soak compounds
completely before adding flatware
7. Never pre-soak flatware for longer than 15 minutes – change the
pre-soak solution frequently
8. Always wash flatware in vertical positions in temperatures above
135 degrees F. Rinse in clean water at 180 degrees F.
9. Always use a nonabrasive, noncorrosive cleaning agent and a
water softener or wetting agent.
10. Always store flatware in a dry area away from cooking fumes and
corrosive materials
11. Remove corroded flatware from service
12. In a system where the flatware is already clean, transfer it from a
cleaning cylinder to a storage cylinder by inversion, it should be
sorted into the cleaning cylinder utensil side up, so that it will
eventually be stored utensil side down.
D. Glassware
1. Keep an adequate supply of glasses on hand so that recently
washed items won’t go directly into service
2. Check the dishwasher temperature twice daily to make sure it’s at
the appropriate level
3. Replace worn glass washer brushes.
4. Don’t pick up glasses in bouquets (more than 1 glass in each hand)
5. Don’t put cold water or ice into a hot or even warm glass
6. Bus glasses directly into racks or at least use bus trays with
separate flatware baskets.
7. Don’t put flatware into glasses
8. Remove severely abraded glasses from service
9. Always use an ice scoop
10. Don’t stack glasses one on top of each other
11. Pre-heat glasses with hot water before pouring hot drinks
12. Don’t let glasses come in contact with the beer tap – it could cause
minute abrasion and while it may not be apparent to the naked
eye, it weakens the glass and will make the glassware more
susceptible to breakage
13. Avoid glass to glass contact at all times including storage in
overhead racks
14. Always handle glasses gently and quietly
15. Always use the correct racks for stemware and tumblers
16. Always let glasses reach room temperature before washing
17. Glasses are stored upside down in systematic rows in shelves for
efficient service and to avoid dust accumulating inside.

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18. The rim is the most vulnerable part of the cup. Rather than stack
cups for storage, hang them by the handles, preferably from
plastic-covered hooks or store cups in protector cases fitted with
foam separators.
19. Store stemware with the bowl facing upward. The rim is the
weakest part of stemware and when the bowl is stored downward,
moisture collects inside, along with shelf odours. When glass is
exposed to excessive moisture and repeated changes in
temperature, it is subject to deterioration.
20. Store glass away from direct sunlight, heating outlets, or air
conditioner vents. Because glass conducts sunlight, storage in
direct sun creates stress that leads to cracks. Moreover, glass can
transfer heat to another glass object, such as a glass shelf, and
cause stress.
21. Temperature changes cause glass to expand and contract. To avoid
chips, leave enough space between the rims of stemware to allow
for expansion and contraction. Make sure the bases do not touch.
Provide space between glassware and the walls of the storage
cabinet.
Just by following these tips, can lengthen the service life of
tableware. This will help reduce costs since you won’t have to
replace these items as frequently.
Self-Check 2.3-4

NC II TAGANITO
I- Enumeration. Enumerate the different types of tableware
II- Identification. Fill in the blanks

1. _____________is a set of eating utensils used for setting a table, serving
food and for dining.
2. _____________can be any shape, but almost all have a rim to prevent food
from falling off the edge.
3. _____________is tableware such as sugar bowls, creamers, coffee pots,
teapots, soup tureens, hot food covers, water jugs, platters, butter pat plates
and other metal items that went with the dishware on a table.
4. ______________from the French word for "saucepan", is a large, deep dish
used both in the oven and as a serving vessel.
5. ____________refers to any hand implement used in preparing, serving, and
especially eating food. It is more usually known as silverware or flatware.
6. _____________is a utensil consisting of a small shallow bowl, oval or
round, at the end of a handle.
7. ____________is a glass which has only a bowl with straight, widened or
curved sides. Example: high ball, collins, old fashioned glass, juice glass,
etc.
8. ___________is a combination of Spoon and Fork
9. ___________the most common shape, especially for dinner plates and
saucers
10. _________ used for steak or heavy dish

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I-Enumeration
Dinnerware
Flatware/Cutlery
Glassware
Hollow ware
II- Identification.
1. Tableware
2. Plates
3. Hollowware or hollowware
4. Casserole
5. Cutlery
6. Spoon
7. Tumbler
8. Fork
9. Round
10. Steak knife

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Presenting the Menu Procedure
After reading this information sheet, you must be able to list procedure in
Differentiate menu and recipe.
Introduction:
Menu is the list of food items which are served according to the guest order.
If you are a waiter or server then you should know some basic points to
present menu properly. First of all you should know your restaurants policy
about presenting the menu. There are differences like:
In some restaurants, menus are kept on each table before the guests
arrives.
In most cases, waiter present menu just after the guest arrives.
In some restaurants, first guests are served after pre-meal beverage items
severed.
So, first learn your policy. Also there is a traditional trend that menus are
presented from left side of the guest. You can either present it opened or
unopened. If menus are not kept on each cover then never put the menu in
the table so that guest has to pick up. It could hurt guests. So, politely
present the menu by saying “ Here is the menu, sir”. If there is a group then
you should first present the menu to host or any woman.
Steps and Standards
1) Check the menu.

Service Associate should check all the condition of the menu cover and the
menu pages before presenting to the guest.
2) Self introduction.
“Good Morning/Afternoon/Evening,Mr./Mrs. Sir/Madam, my name is (your
first name)”.
3) Presenting the Menu.

Standing at the right side of the guest, bend the upper body, before
presenting the menu; it is our standard in this bar to bring the house
champagne to guest to ask him/her whether he/she prefers to have a glass
of house champagne. If not, then present the opened menu (first page) in
front of the guest and say: “This is the menu”(use your right hand).

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Presenting the menu
Here’s your menu Sir / Mr. David
Today we have a special set menu / Chef's Special
May I recommend the Chef's Special ?
We also have a delicious buffet for you today.
This is our special (breakfast / afternoon tea) menu.
I’ll come back in a few minutes to take your order.
At lunch, menus are presented immediately upon being seated.
Menus cards should be free of dirt, stains and worn edges.
At dinner once guest is seated and settled guests are asked if they would
like an aperitif before being presented with the wine list and menu.
Table settings should be adjusted to the number of guests at the table
Self- Check 2.3-5

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I. TRUE OR FALSE:
Write (T) if the statement True and (F) if the statement is false. Write
your answer to a separate sheet.
____1. If you are a waiter or server then you should know some basic points
to present menu properly.
____2. You should know your restaurants policy about presenting the
menu.
____3. In some restaurants, menus are kept on each table before the guests
arrives.
____4. In most cases, waiter present menu just after the guest arrives.
____5. In some restaurants, first guests are served after pre-meal beverage
items severed.
____6. There is a traditional trend that menus are presented from right side
of the guest.
____7. You can either present menu opened or unopened.
____8. If there is a group then you should first present the menu to the
person nearest to you.
____9. You need to introduce yourself before you check the menu.
____10. Standing at the right side of the guest, use your left hand to present
the menu
Answer Key 2.3-5

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I. True or False
1. T
2. T
3. T
4. T
5. T
6. F
7. T
8. F
9. F
10. F

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Order Taking Procedure
Learning Objectives: After reading this information sheet, you must be able
to:
1. Enumerate the order taking procedures;
2. Identify the technique in order taking of food and beverages.
Introduction:
ORDER TAKING PROCEDURE
Taking an order is very skillful art which reflects efficiency and standard
of both water and the establishment. Every food and beverage service staff
should have good command over order taking to ensure that each guests
gets proper food he ordered and importantly in right sequence.
1. First give time to guest after his arrival to feel comfortable with the
environment.
2. After the guest is seated and feel comfortable then present the menu and
stand away to give guest some time to decide what to order. Remember don’t
be hurry. Give proper time to the guest. Try to evaluate guest and
understand when reaches to decision to order.

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3. When you feel that the guest wants to order then approach toward him
and courteously ask this way “May I take your order Ma’am/Sir?’ or “Would
you like to order now?”
4. Before taking order first ensures that you are fully ready. You have to
have notepad, a pencil or a pen and an eraser to take notes.
5. Although ordering depends on guest but try to maintain sequence that
means first convince the guest to give beverage order and then food.
6. Don’t lean too close to the guest and especially the host is a lady guest
and also don’t keep one hand in your back. Just be smart, stand straight to
the left side of the guest and bend slightly forward to guest.
7. Always focus on what guest order. It will make guest insulted if he has to
repeat his order again and again of if your attitude shows that you are not
concentrating to him fully.
8. It is must for a waiter or server to have full command on the menu items.
Guest may ask different types of questions. So be prepared for that. You
should know what are the ingredients for the food that you are offering,
what is the special food of the day, which food is not suitable for vegetarians
or different religious people etc.
9. Many times it may happen that guest is uncertain what to order. In that
case, it is your time to show some expertise. You can give him some options
to choose by asking this way “ Do you like to have smoked English ham or
roast beef with gravy” or “May I suggest you to have any Indian dishes”.
10. It is very important to keep the sequence while you present food. In your
notepad you have to write down both the sequence of the food and the
person who ordered. Generally it is done by clockwise direction. First take
the order from the host and then start following to his right and give an
identification number to each guest. Another way is to give number to the
person who’s setting nearer to the service door. You should plan some
coding method by your own so that you can easily understand who order
which food. As a professional server you should not ask “who order xyz” or it
will look worst if you place wrong food in front of the wrong guest.
11. Generally guest order appetizer, then beverages the main courses and
last some dessert items. So if the guests order haphazardly, it is your duty
to serve food according to the sequence
12. Give proper time to guests to enjoy their beverage items. If the glass gets
empty then you can graciously ask him whether he wants replenishment or
not by saying this way “Would you like to replenish to replenish your glass,
sir?”

NC II TAGANITO
13. If the guest is in hurry and seek your assistance then suggest him some
“ready to serve” food items rather than “cook order food” items.
14. Suggestive selling is a good skill of a waiter but if your guest is a couple
or student then it is advisable not to suggest hugely on expensive foods. You
have to keep increasing your sells but also remember not to lead your guest
in an embracing situation. This may hamper repeat guest.
15. Repeat the food items guest orders and ask him whether he want to
have anything else or not.

NC II TAGANITO
Self- Check 2.3-5
Identification: Fill in the blanks in the space provided before the number
__________1. First give time to guest after his arrival to feel _________with the
environment.
__________2. Smile, ____________and try to anticipate when the guest is ready
to order
__________3. When a guest ________the menu or look around, that is an
indication that he/she is ready to order.
__________4. Sir/Madam, ______I take your order please.
__________5.Take the order for the _______first followed by the other
gentlemen then the host last.
__________6. Proceed in a ___________motion around the table.
__________7. If the guest prefers to order from the a la carte menu, advise
the guest of ___________or other promotion.
__________8. Listen carefully; ensure you completely___________, before you
write.
__________9.______ any items on the menu which might go with the guests
order
__________10. Always use the _________if you know it and thank him.

NC II TAGANITO
Answer Key 2.3-5
1. Comfortable
2. Make eye contact
3. Closed
4. May
5. Ladies
6. Clockwise
7. Daily specials
8. Understand
9. Upsell
10. Guest name

NC II TAGANITO
TASK SHEET 2.3-1
Title: TAKE THE F00D AND BEVERAGE ORDERS
Performance Objective: Given the supplies and materials, you must be

able to take the food and beverage orders in
accordance with the establishment’s standard
procedures in 1hrs and 45 mins.
Supplies/Materials : table and chair, order pad, menu
Equipment : POS (if available)
Steps/Procedure:
After proper greeting and seating a waiter needs to wait for the guest to
order.
Step1: Observe your guest
 Be observant and use proper timing
 Smile, make eye contact and try to anticipate when the guest is
ready to order e.g. when a guest closed the menu or look around,
that is an indication that he/she is ready to order.
Step 2: Approach to the table
 Approach the guest table with a smile and maintain eye contact by
saying: Sir/Madam, may I take your order please.
Step3: Suggestive selling
 Recommend your buffet to the guest saying: May I suggest
(according to meal period): breakfast buffet which consist
of….luncheon buffet which consist of….dinner buffet which consist
of…..
 If the guest prefers to order from the a la carte menu, advise the
guest of daily specials or other promotion.
 Offer further suggestions accordingly by saying: Excuse me
Mr./Mrs./Ms.…or Sir/Madam, would you like to have an appetizer
to start with, may I suggest our…..
or
May I suggest our….soup, it is one of our most popular soup and it

NC II TAGANITO
is….
Step 4: Take the order

 During the ordering process, note down the number of the guests
and items ordered in a sequential order corresponding to the seats
on your order pad.
 Take order from the lady first follow by an older gentleman or a
guest and the host last.
Step 5: Repeat the order

 After all the guests have ordered, repeat the order back (from the
order pad) to the guest by saying (in a clear, confident and polite
manner): Excuse me Mr./Mrs./Ms./…. Sir/Madam, may I repeat
your order please, they are….
Step 6: Before leaving the table
 When guest has acknowledged the order, tell the customer the
time for the food to be ready and thank guest politely and collect
the menu.
Tips
 Confirm with the guest if they would prefer to be served course by
course or all the dishes at the same time. (For guests who have
ordered more than one dish or have different numbers of dishes.
 Refer to the menu to identify the items that can be prepared with
different methods or served with different sauces, etc. Ask the
guest what they would prefer.
 Always approach guest in a friendly and courteous manner.
 Speak with clear and confident tone.
 Always approach and serve from the right hand side of the guest
unless it is more practical and efficient to do it from the left.
 Address guest by their name where possible. Name can be
obtained from reservation book/table plan or by asking the host
person or team leader or by introducing yourself and asking the
guest directly
Assessment Method:
Demonstration using the performance criteria checklist 2.3-6

NC II TAGANITO
Performance Criteria Checklist 2.3-6
CRITERIA
YES NO
Refer to Assessment criteria in pages 3
1.Present guest with the manner according to
established standard practice.
2.Take orders completely in accordance with the
establishment standard procedures
3.Use proper timing,
4.Smile, make eye contact and try to anticipate when the
guest is ready to order.
5. Approach the guest table with a smile and maintain
eye contact by saying: Sir/Madam, may I take your order
please.
6. Recommend your buffet to the guest
7. Advise the guest of our daily specials or other
promotion.
8. Offer further suggestions.
9. Note down the number of the guests and items
ordered in a sequential order corresponding to the seats
on your order pad.
10. Take order from the lady first follow by an older
gentleman or a guest and the host last.
11.Tell the customer the time for the food to be ready
and thank guest politely and collect the menu.
12 Confirm with the guest if they would prefer to be
served course by course or all the dishes at the same
time.
13. Refer to the menu to identify the items that can be
prepared with different methods or served with different
sauces, etc. Ask the guest what they would prefer.
14. Speak with clear and confident tone.
15. Address guest by their name where possible.

NC II TAGANITO
Definition of Terms
a carte
(noun) dishes chosen by the customer from any part of the menu A la carte
gives you a wide choice, but costs more.
bill
(noun) the statement of what was ordered for a meal, the cost of each item,
and the final total The bill is usually presented in a special folder, or on a
dish.
buffet
(noun) dishes of food arranged on a table for customers to help themselves A
cold buffet will be provided instead of lunch for the conference delegates.
butter pat
(noun) a small amount of butter served in a dish to the table Place a basket
of bread and a butter pat on each table.
canapés
(noun) small pastries with a savoury topping, served with drinks Trays of
canapés were offered with drinks during the reception.
carafe
(noun) a container for serving house wine at table I'll have a carafe of house
red.
clear
(verb) to remove all food, plates and cutlery from a table at the end of a meal
Clear the table quietly when dessert is finished.
client
(noun) a customer The restaurant has a good number of regular clients.
compliments of the house free to the customer ('on the house') We would like
to offer your party a bottle of champagne, compliments of the house.
cruet
(noun) a container for holding salt, pepper, butter and sometimes mustard
Put a cruet on each table.
customer
(noun) a client in a restaurant, or any other business Look after the
customers well and they will come back again.

NC II TAGANITO
dessert
(noun) the last course of the meal, usually something sweet For dessert, we
have a range of home-made ice-creams.
dessert spoon
(noun) an oval spoon, used for dessert Put the dessert spoon above the
place setting
diner
(noun) a customer in a restaurant In this restaurant, we have one waiter for
every six diners.
dining area
(noun) the part of the restaurant where the tables are arranged The dining
area should not be close to the kitchen.
dinner plate
(noun) a big plate for the main dish of the meal Arrange the main dish and
vegetables attractively on a dinner plate and present it to the customer.
entrée
(noun) the main course of the meal, after the starter The entrées are listed
after the hors d'oeuvres
greet
(verb) to meet and welcome customers Greet customers with a smile as soon
as they come into the restaurant.
hors d'oeuvres
(noun) the first course of a meal, usually something small Pate and hot toast
is a nice hors-d'oeuvres to start the meal.
house wine
(noun) wine at a lower price The house wine in this restaurant is worth
trying.
main course
(noun) the main dish of the meal, after the starter I'd like the special for my
main course.
maintain
(verb) to keep up service Your job is to maintain the take-away counter
maitre d'hote

NC II TAGANITO
(noun) the head waiter The maitre d'hote is in charge of all the waiting staff.
menu
(noun) the list of dishes served by a restaurant We'd like a drink while we
look at the menu.
napkin
(noun) a square of paper or cloth for wiping fingers and lips at the table
Check that each place setting has a neatly-folded napkin.
condiments
(noun) ingredients placed on the table to add to a meal, such as salt, pepper
or tomato ketchup Put condiments on each table.
order pad
(noun) a small notepad carried by each waiter, for taking orders When you
write the order in the order pad, be sure to list the starter and main course
separately. place
setting
(noun) a table place for one person, with cutlery, plates, glasses and a
napkin Set this table ready with six place settings.
present
(verb) to show a bottle of wine to the customer for approval before opening it.
Present the bottle so that the customer can clearly see the label.
ramekin
(noun) a small china dish for serving individual portions of butter Butter is
served at the table in a ramekin.
receipt
(noun) an official statement that a bill has been paid Here is your card and
receipt.
salad servers
(noun) a matching pair of long spoons (tongs) especially for serving salad
Use salad servers only for salad and not for other dishes.
serve
(verb) to bring customers' orders to the table Orders must be served within
ten minutes of being ordered.
service

NC II TAGANITO
(noun) the process of being served and brought food in a restaurant If the
service is good, a customer will leave a generous tip.
service area
(noun) the part of the restaurant where waiters deal with bills and orders,
and where items for the tables are kept ready. Keep the space around the
service area clear for quick access.
serviette
(noun) a square of paper or cloth for wiping fingers and lips at the table
Help yourself to a serviette from the dispenser on the counter.
serving spoon
(noun) a big spoon used for serving food, not for eating with For a buffet
lunch, place a serving spoon ready beside each dish.
side dish
(noun) small dish, usually of vegetables, served with the main dish Would
you like to order a side dish, sir? We have green salad, beans and chips.
side plate
(noun) a small plate on the left side of the place setting Use the side plate for
bread and butter.
silver service
(noun) serving food from a dish on to the customer's plate at the table. With
silver service, you use a fork and spoon to place the food on the plate,
according to the customer's wishes.
soup plate
(noun) a shallow bowl with a wide flat rim, especially for soup Be careful; it's
easy to spill from soup plates.
starter
(noun) the first course of a meal, usually something small I'm not very
hungry, so I won't have a starter.
table d'hote
(noun) a fixed choice of dishes, at a fixed price Table d'hote gives you less
choice, but also costs less.
teaspoon
(noun) the smallest size of spoon, often used to stir sugar in cups of tea and
coffee Set out cups, saucers and teaspoons for forty people, please.

NC II TAGANITO
tip
(noun) small amount of extra money left for the waiter to reward good
service The tip for the waiter is usually ten per cent of the final bill.
wine list
(noun) the list of wines available at the restaurant Bring us the wine list
with the menu, please.

NC II TAGANITO
Bibliography
Books
CICHY, R. and HICKEy, P. (2012). Managing service in food and beverage

operations. Lansing, Mich.
MILL, R. C.,Restaurant management 200, Pearson/Prentice Hall - Upper

Saddle River, N.J.
WOOD, R. C.,Strategic questions in food and beverage management

2003 - Butterworth-Heinemann - Oxford
WOOD, R. (2003). Strategic questions in food and beverage management.

Oxford: Butterworth-Heinemann.
DAVIS, B. (2012)., Food and beverage management. London
PAYNE-PALACIO, J. and THEIS, M. (2009). Introduction to foodservice.

Upper Saddle River, NJ.
LILLICRAP, D. R. AND COUSINS, J. A.,Food and beverage service

2010,Hodder Education - London
Internet
Web Pages:
www.ehow.com
NapkinFolding.net
www.tesda.gov.ph.
www.wikipedia.org
www.hubpages.com
www.google.com.ph

NC II TAGANITO
www.hotcourses.com

NC II TAGANITO

Food and Beverage Services NC Ii Competency-Based Learning Materials List of Competencies

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FOOD AND BEVERAGE SERVICES NC II

COMPETENCY-BASED LEARNING MATERIALS

No. Unit of Competency Module Title Code

Prepare the dining Preparing the dining

Welcome guests and Welcoming guests and

Promote food and Promoting food and TRS512389

Provide food and

Provide room service Providing room service TRS512391

Receive and handle Receiving and handling TRS512392

CBLM on Food and Date Developed: Document No.

UNIT OF COMPETENCY: Welcome guests and take food and

MODULE TITLE : Welcoming the guests and taking food order

NOMINAL DURATION: 48 HRS

SUMMARY OF LEARNING OUTCOMES:

CBLM on Food and Date Developed: Document No.

LEARNING OUTCOME NO. 3

Content Condition Assessment

CBLM on Food and Date Developed: Document No.

Taking and Processing Training Resources

LEARNING OUTCOME NO. 3

CBLM on Food and Date Developed: Document No.

1. Read Information Sheet 2.3-1 on

2. Read Information Sheet 2.3-2 on

3. Read Information Sheet 2.3-3 on

4. Read Information Sheet 2.3-4 on Read information sheet 2.3-4 on

5. Read Information Sheet 2.3-5 on Read information sheet 2.3-5 on

CBLM on Food and Date Developed: Document No.

CBLM on Food and Date Developed: Document No.

CBLM on Food and Date Developed: Document No.

CBLM on Food and Date Developed: Document No.

Prix Fixe Menu

CBLM on Food and Date Developed: Document No.

CBLM on Food and Date Developed: Document No.

CBLM on Food and Date Developed: Document No.

CBLM on Food and Date Developed: Document No.

CBLM on Food and Date Developed: Document No.

CBLM on Food and Date Developed: Document No.

Product and Service Knowledge

Your food and beverage knowledge should be constantly updated. Product

CBLM on Food and Date Developed: Document No.

3. By acknowledging customer feedback

4. Food and beverage reference books

5. Recipes and menus

6. Seek information and/or demonstrations from the supplier

7. Supplier or manufacturer presentations can be organised; particularly in

8. Attend trade fairs and exhibitions

9. Local growers and producers

10. Packaging and product labels

11. The internet

Information sharing is one of the best ways to continually develop your

CBLM on Food and Date Developed: Document No.

CBLM on Food and Date Developed: Document No.

CBLM on Food and Date Developed: Document No.

Important Skills needed in Food and Beverage Service

CBLM on Food and Date Developed: Document No.

II-Identification. Fill in the blanks

CBLM on Food and Date Developed: Document No.

Answer Self-Check 2.3-2

2. Information from chefs, cooks and other food service personal

4. Food and beverage reference books

5. Recipes and menus

6. Information and/or demonstrations from the supplier