Self-Paced Learning Module: HETLE - 110

QUIRINO STATE UNIVERSITY
MADDELA CAMPUS
Maddela, 3404 Quirino
COLLEGE OF TEACHER EDUCATION
SELF-PACED LEARNING MODULE
IN
HETLE -110
SCHOOL FOOD SERVICE MANAGEMENT
Second Semester, S.Y.2020-2021
MIDTERM
Prepared by:
MA. CHANDA C. DANGKEO, MAEd

Instructor I
1:
MISSION
Develop competent and morally upright professionals and generate
appropriate knowledge and technologies to meet the needs of Quirino
VISION Province and Southern Cagayan Valley.
The leading center for academic and technological

excellence and prime catalyst for a progressive and
sustainable Quirino Province and Southern Cagayan
Valley.
“Molding Minds, Shaping Future”

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MODULE 4 FROM COOKING TO FOOD SERVICE
Competencie 1. Discuss the different culinary terms commonly used in restaurants

s operations
2. Apply all the pointers on how to have a safe kitchen and workplace
3. Perform food presentation or food plating
4. Discuss on how to handle customer complains.
5. Explain on how to keep food safe and free from bacteria
6. Discuss on how to deal with customers in food service operations.
Discussion
Knowing the different technical procedures from cooking to food
services is very important especially for those who want to engage in food
and beverages business. This chapter will refresh your knowledge on food
preparations, kitchen discipline, safety measures, and food services. It
will also touch on how to deal with costumers and how to handle food
service problem and costumer complaints.
 COOKING is a skill, a technique, an expertise, and an art. It is a

skill because it needs a lot of practice to prepare a perfect dish. The
chefs who join culinary challenges make it a point to practice
before the competition. It is a technique because there are basic
things to follow in order to do it right is an expertise because not
all people can prepare and cook food the right way.
 Cooking require skills that result from training. It needs passion,

hard work, and focus. Definitely, it is an art because it requires
creativity and the use of imagination I order to produce delectable
recipes. A fine chef must be able to envision the different flavors
and texture of the food to be cooked. Food may done similarly but
may result into different kinds of taste, texture, or even aroma.
Factors like the way you stir, the kind of fire you use whether it is
cooking on low fire or high fire, the cooking utensils, the brand
names of the ingredients, the sequencing of the ingredients, and a
lot more would contribute to the different results in taste, texture
and the quality of your finished product. Passion and love for
cooking must be present that is why it is called an art.
WHAT MATTERS MOST IN COOKING?
HEATING FOODS
To destroy microorganism that cause illness, you need to heat the

food. However, heating also change the molecular structure of the food,
alter its texture, taste, odor, and appearance.
Heat is transferred by either moist or dry-heat methods during
food preparation. Whatever methods is used, food should never be left
unattended while it is cooking because that is the number one cause of
kitchen fires.
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 Moist-Heat Preparation
This technique includes scalding, poaching, simmering,

stewing, braising, boiling, parboiling, blanching and steaming. In
these methods, liquids not only heat the food, but may also
contribute flavor, color, texture, and appearance to the final
product. This is especially the case if broth and mixtures
containing herbs, spices, and seasoning have been added. Moist-
heat preparation helps to soften the fibrous protein in meats and
the cellulose in plants, making them tenderer.
 Dry-Heat Preparation
Example of dry-heat preparation include baking, roasting,
broiling, grilling, barbequing, and frying. Higher temperatures are
reach in dry-heat preparation than they are in moist-heat method,
because water can only be heated to its boiling point 212 degree
Fahrenheit (100 degree Celsius) or slightly higher under pressure,
whereas ovens can reach up to 500 degree Fahrenheit(260 degree
Celsius).
FOOD PREPARATION TERM (Gisslen,2014)
 A la carte- a menu on which each item is listed with a separate

price. It also refers to cooking to order, as opposed to cooking
ahead in large batches.
 Al dente- firm, not soft or mushy, to the bite. This may refer to the
doneness of vegetables or pasta when cooking.
 Barbeque- to cook with dry heat created by burning of hardwood or
by the hot coals of wood.
 Batter- a semi-liquid mixture containing flour or other starches
used for the production of such products as cakes and breads and
for coating products to be deep fried.
 Béarnaise- a sauce made of butter and egg yolks and flavored with
a reduction of vinegar, shallots, tarragon, and peppercorns.
 Béchamel- a sauce made by thickening milk with a roux.
 Blanch- to cook an item partially and very briefly in boiling water
or in hot fat. Usually a pre-preparation technique to loosen peels
from vegetables, fruits, nuts, to partially cook French fries or
other food before service, to prepare for freezing, or to remove
undesirable flavors.
 Boil- to cook in water or other liquid that is bubbling rapidly,
about 212 degree Fahrenheit at sea level and at normal pressure.
 Braise- to cook covered in a small amount of liquid, usually after
preliminary browning; also to cook (certain vegetables)slowly in a
small amount of liquid without preliminary browning
 Broil- to cook with radiant heat from above.
 Chop- to cut into irregularly shaped pieces.
 Chowder- a hearty American soup made from fish, shellfish,
and/or vegetables, usually containing milk and potatoes.
 Cycle menu- a menu that changes every day for a certain period
and then repeats the same daily items in the same order.
 Fillet- the meat without the bones; boneless tenderloin of pork or
beef or even chicken; fish or boneless side of fish.
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 Fry- to cook in hot fat.

 Griddle- a cooking equipment which is flat, solid cooking surface
usually used for cooking burger patties and the like.
 Grill- to cook on an open grid over a heat surface.
 HACCP- Hazard Analysis Critical Control Point; a food safety
system of self-inspection designed to highlight hazardous food and
to control food handling to avoid hazards.
 Hash- to chop; or a dish made of chopped foods.
 Herbs- the leaves of certain plants, used in flavoring.
 Julienne- to cut into small, thin strips, about 1/8 x 1/8 x2 ½
inches.
 Organic- livestock grown or raised without various chemical
growth enhancers or medications or for plants; without artificial
fertilizers or pesticides.
 Pan-broil- to cook uncovered in a saute pan or skillet without fat.
 Pan-fry- to cook in a moderate amount of fat in an uncovered pan.
 Parboil- to cook partially in a boiling or simmering liquid.
 Parcook- to partially cook by any method.
 Pilaf- rice or other grain product that has been first cooked in fat
and then simmered in stock or other liquid, usually with onions,
seasonings, or other ingredients.
 Poach- to cook very gently in water or other liquid that is hot but
not actually bubbling, about 160 to 180 degree Fahrenheit.
 Puree- a food product that has been mashed or strained to a
smooth pulp; or to make such a pulp by mashing or straining.
 Reduce- to cook by simmering or boiling until quantity is
decreased; often done to concentrate flavors.
 Roast- to cook food by surrounding them with hot, dry air, in an
oven or on a spit over an open fire.
 Saute- to cook quickly in a small amount of fat.
 Sear- to brown the surface of food quickly at high temperature.
 Sherd- to cut into thin but irregular strips, either with the coarse
blade of a grater or with a knife.
 Simmer- to cook in a water or other liquid that is bubbling gently.
 Steam- to cook by direct contact with steam.
 Stew- to simmer food in a small amount of liquid that is usually
served with the food as a sauce; a dish cooked by stewing, usually
one in which the main ingredients are cut in small pieces.
 Stock- a clear, thin(unthicken) liquid flavored by soluble
substances extracted from meat, poultry, and fish, and their bones,
and from vegetables and seasoning.
 Temper- to raise the temperature of a cold liquid gradually by
slowly stirring in hot liquid.
TYPES OF HEAT TRANSFER
Electricity and gas (natural or butane) are the usual energy sources
for heating foods. Wood, coal, and charcoal are secondary sources that
may also be used for heating. All of these produce heat energy that can be
transferred through conduction, convection, radiation, or induction.
 Conduction- heat is transferred by conduction when using a

range or a fryer in preparing food. Heat from the electric coil or gas
flame is conducted to the pan or fryer and then to its contents.
Conduction is based on the principle that adding heat to
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molecules increases their energy (kinetic); hence, their ability to

transfer heat to neighboring molecules.
 Convection- convection relies on the principle that heated air or
liquid expands, becomes less dense, and rises to the surface. The
cooler, heavier air or liquid originally on top moves to the bottom,
where it is heated; thus, creating continuous circular currents.
A common example of the use of the convection in cooking is
baking in an oven. Baked goods rely on convection to allow the hot
air to rise. Having the heating unit located at the bottom of the
oven contributes to the rising oh hot air. Convection ovens, which
are more common in food service institution than in home
kitchens, have an air-circulating system, whereas standard ovens
do not. A fan moves the air more quickly and evenly around the
food, which speeds up the baking time. Convection ovens have
drawbacks; the moving air causes food to lose moisture, and cake
batters are more prone to develop uneven tops. Injecting steam
into a convection oven helps to reduce the drying and shrinking
effects.
 Radiant Heat- heat is transferred by radiation in broiling, grilling,
and microwaving. The short electromagnetic waves that are
generated by microwave ovens can pass through glass, paper, and
most plastic. Infrared heat lamps and ovens are other heat sources
that use electromagnetic waves for heat. These are usually found
in restaurant and institution kitchens where they are used to keep
foods warm and to prepare frozen foods.
 Induction- flat-surfaced ranges that have the coils buried
underneath conduct heat through induction. The cooktop consist
of a smooth, ceramic, surface that allows the transfer of heat from
the coiled electrical apparatus below. Since no coils are exposed on
the surface, cleaning is easy.
FOOD PRESENTATION (taste delicious, looks delicious)
To satisfy and impress your costumer, an artistic layout of food

items on the plate must be done carefully and creatively. You may offer
the highest quality and best-prepared food but if it is not presented well
in the plate, the costumer might think that it is an ordinary food. Good
plating may create drama and effect that will make the food more
appetizing. It will also become classy, elegant, and tasteful.
 Plate Presentation- the first impression of food is how it is laid out

on a plate. Color and balance must be considered. The plating
must send the message of how delicious the food is. The taste and
the burst of flavors must be seen in plating. It will serve as an
invitation for the viewer to try it. Proper hygiene and sanitation
must also be reflected in the plating. The plate must be clean, free
from smudges, fingerprint, foreign materials, etc.
There are different shape, size, color, and materials that can
be used in plating. The basic requirement is that the food should
match in terms of color and size. Although some restaurants
nowadays are deviating from this conventional rule, some
restaurant use large square plate (larger than a regular dinner
plate) to serve a small slice of cake. They use the superfluous space
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of the plate for designs, food artwork, or garnishes.

 Garnishes- to make the food more attractive and more appetizing
to the eye, one must use garnishing. It will add color, design, and
life to a plate. The garnishes used to decorate food must be edible
items and should generally reflect the flavors of the dish being
served. For example, a rosemary spring would be appropriate for a
rosemary scented meat sauce.
Other possible garnishes, depending on what is being served, may

include:
 Leaves, such as parsley springs, or mint leaves in iced tea

 Fruits, such as pineapple sticks, mango slices, kiwi fruit slices,
orange wedges, olives, lemon or lime wedges, and tomatoes slice.
 Vegetables, such as cucumber, green and red peppers, radishes,
onions
 Pickled item, such as olives, pickles, or pimientos
 Nuts, croutons, or crackers
 Hard-boiled egg slices or halves.
HAVING A SAFE WORKPLACE (better safe than sorry)
Working in the kitchen has a lot of hazards and risks. Keeping your
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. “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 area
should be put into practice like: do not catch a falling knife; do not leave a
knife in the sink area, keep it in a secure place, and having a safety
device like a fire extinguisher in an easy access spot.
 Preventing Cuts- keeping your knife in good shape and always

sharp will lessen the chances of cuts. People who will be working
with knives must learn knives skills. They should know how to
handle it properly and know how to use it as well. Caring for knives
and other sharp objects should have a proper procedure. The
saying “thou shall not catch a falling knife; step back and let it fall”
is a very important reminder to all people who work in the kitchen.
Do not use it as a bottle opener or can opener. Do not put knives in
the sin k, under water, or in any place that cannot be seen.
 Preventing Burns- being focused and having a sound presence of
mind will help you prevent burns or any accident in the kitchen.
Avoid distracting your co-workers, especially those who are busy
cooking. Make sure potholders are readily available in the
workplace. Always assume a pot handle is hot. Keep pot handles
out of the aisle so people will not bump into them. Keep handle
away from heat or open flame. Do not fill pans to the brim get help
when moving heavy containers of hot food.
 Preventing and Dealing with Fires- include a fire safety program

in your training activity. All kitchen personnel should know what to
do in case of gas leaks. They should be trained on how to changes
gas and how to use all the cooking equipment (stove, oven,
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salamander, deep fryer, etc.) in the kitchen. If you are cooking

something, do not leave the kitchen unattended. Fire extinguishers
should be at an easy access and everyone should know how to use
them properly. A list of important telephone numbers like the fire
department, police station, etc. should be readily available in case
of emergency situations.
 Preventing Injuries from Machine and Equipment- the people
who need to use any machine or equipment should be trained first
before deployment. The machine or equipment should be explained
well. Its parts, use, possible hazards, and proper cleaning and
caring must also be properly explained to the personnel who will
use the machine or equipment. Using unfamiliar equipment could
lead to untoward incidents.
 Preventing Falls- make use of a sturdy ladder when reaching high

object. A wet floor sign should be used every time it is needed. It is
not advisable to wet-mop the floor of a busy kitchen. if it is
unavoidable, make sure everyone in that area is aware of a wet
floor. It is necessary to practice spot cleaning during a busy day.
Proper footwear should be worn inside the kitchen.
HOW TO HANDLE CUSTOMER COMPLIANTS
In case of costumer compliant, make sure somebody take

charge of the situation right away, preferably a manager or somebody
with a higher position. Do not keep a compliant waiting; otherwise, he
might explode like a time bomb.
The one handling the situation must listen very well to the guest’s
compliant. He must gather information so that he could arrive at an
appropriate correct action. It is not necessary to accept the mistake but
never argue with the compliant. Assure him that the matter at hand will
be investigated and the result will be reported to him. The name, address,
and contact number of the guest must be forwarded to the management
so that they can get back to him regarding the result of the investigation.
It is best to win back a costumer who had compliant. This will save
the company’s reputation. One compliant may have a multiplier effect.
Remember that a compliant may tell stories about the incident to his
family members, friends, relatives, and among other.
 Handling compliant
o Do not interrupt the costumer. Let him have his say and
make his point.
o Apologize, but only for the specific problem or compliant.
o Restate the detail of the compliant briefly back to the
costumer to show you have listen and understood.
o Agree by thanking the costumer for bringing the matter to
your attention. This shows you are looking at the problem
from the costumer’s perspective.
o Act quickly, quietly, and professionally. Follow the
establishment’s procedure foe handling complaints.
 Never
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o Lose your temper

o Take it personally
o Argue
o Lie
o Blame another member of the staff or another
department.
 Recording Incidents
o It is advisable that when any incident occurs, a report
is made out immediately.
o Even if the restaurant has its own security guards who
will surely write the incident in their logbook, it is important
for the management team to have its own record together
with the incident reports of the concerned employees.
 The Basic Information in the report should include
o Place
o Date
o Time
o Nature of incident
o Signed reports of concerned individuals
o Action taken
o Name, address, and contact number of the costumer
involved
o Names of the staff involved.
KEEPING OUR FOOD SAFE AND FREE FROM BACTERIA
Food hygiene and sanitation must be part of the personnel training.

All personnel must know good basic hygiene like taking a bath every day,
brushing teeth, proper hand washing, using hairnet or chef’s hat, having
well-trimmed fingernails, clean shaven face for male, wearing clean
uniforms at all times, not wearing o jewelry during working hours, and a
lot more. Hands are the greatest source of contamination, whether soiled
dirt, bacteria, virus, or even chemical contamination. Train your staff to
do the proper hand washing method.
 The proper HANDWASHING method

o Remove jewelry.
o Turn water on as hot as you can stand it.
o Moisten hands and forearms up to your elbow.
o Lather them thoroughly with soap (preferably liquid hand
soap).
o Wash for at least 20 seconds (sing the happy birthday song
twice as your guide for the time), rubbing hands together,
and washing between fingers and up to the elbows.
o Use a brush for under nails.
o Rinse hand and forearms with hot water.
o Dry hands and forearms with a paper towel (you may use
the paper towel to turn off the faucet so as not to
contaminate your hands again).
 Guideline on Food Safety
o Make sure that all personnel have submitted their health
certificates prior to deployment, that they have passed the
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medical examinations, and are free from diseases.

o Choose a reputable supplier for your raw materials and
ingredients. This will ensure that your food product are safe.
o The whole restaurant team must be well-trained in food
hygiene and sanitation.
o The personal hygiene of the staff really matters.
o Always consider the food danger zone temperature (40
degree Fahrenheit to 140 degree Fahrenheit).
o Adopt HACCP system for your operations.
THE GENERAL PRINCIPLE OF HACCP
HACCP or Hazard Analysis Critical Control Points (Wade 2010) 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. Other parts include good
manufacturing practices, sanitation standard operating procedure, and
personal hygiene program.
 Principle # 1- hazard analysis:

Hazards (biological, chemical, physical) are conditions that
may pose an unacceptable health risk to the costumer. The
significant hazards associated with each specific step of a
manufacturing process are listed. Preventive measures
(temperature, pH, moisture level, etc.) to control the hazards are
also listed.
 Principle # 2- identify critical control points:
Critical control points (CCP) are steps at which control can be
applied and a food safety hazards can be prevented, eliminated, or
reduce to acceptable levels. Examples would be cooking,
acidification, or drying steps in a food process.
 Principle # 3- establish critical limits:
All CCPs must have preventive measures, which are
measurable. 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.
 Principle # 4- monitor the critical control points:
Monitoring is a planned sequence of measurements or
observation to ensure the product or process is in control (critical
limits are being met). It allows processor to assess trends before a
loss of control occurs. Adjustment can be made while continuing
the process. The monitoring interval must be adequate to ensure
reliable control of the process.
 Principle # 5- establish corrective action:
HACCP is intended to prevent product or process deviations.
However, should loss control occur, there must be definite steps in
place for disposition of the product and for correction of the
process.
 Principle # 6- record keeping
The HACCP system requires the preparation and
maintenance of a written HACCP plan together with other
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documentation. This must include all records generated during the

monitoring of each CCP and notations of corrective actions taken.
Usually, the simplest record keeping system possible to ensure
effectiveness is the most desirable.
 Principle # 7- verification:
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.
Reference Maria Lutgarda Manuela B. Punay, Food Service management, A practical

guide for students and individuals preparing for a career in Food and
Beverage Management. Rex Bookstore,856 Nicanor Reyes Sr. St.2017
Grace P. Perdigob,PhD, MSFN,RND. Food Service Management in the
Philippines second edition, C & E Publishing Incorporated, 2017
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QUIRINO STATE UNIVERSITY

COLLEGE OF TEACHER EDUCATION