HOM 101:

FUNDAMENTALS IN FOOD SERVICE OPERATIONS

LESSON 2: THE FOOD AND BEVERAGE SERVICE STAFF

INTRODUCTION
Food and beverage service involves various job roles. However, the goal of all F&B service staff should be
simple: to achieve guests’ satisfaction by meeting their needs and/or exceed their expectations.

This lesson will present the ways on how you can become a professional food and beverage service staff.

Professional Work Habits and Skills of an

F&B Service Staff
As a food and beverage service personnel, you are expected to behave and perform in a professional
manner. Doing so will enable you to meet the expectations of the guests and your co-workers.

The following are some of the important things you have to remember and perform as a professional food
and beverage staff.

PRESENT PROFESSIONALLY AND MAINTAIN PROPER HYGIENE.

o Be at work when scheduled.

o Arrive 30 minutes before your shift.
o Do not miss a shift.
o Advise your supervisor well ahead of time when you are unable to work especially when ill.
o Wear the required uniform properly.
o Observe appropriate grooming.
o Bathe regularly.
o Apply appropriate skin and body care.
o Put away your cell phones when on-duty to avoid being tempted to take selfies or group
pictures.

DEMONSTRATE POSITIVE ATTITUDE IN THE WORKPLACE.

o Cooperate with your colleagues.

o Offer help and do not wait to be asked.
o Always smile.
o Appreciate the effort of your colleagues.
o Thank co-workers for their help.

UNIT I – CHAPTER 1 – LESSON 2: THE FOOD AND BEVERAGE SERVICE STAFF 1st Semester, SY 2021-2022
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FUNDAMENTALS IN FOOD SERVICE OPERATIONS

o Anticipate the wishes and needs of guests.
o Treat all guests as VIPs.
o Never argue with the guests.
o Develop a sense of urgency especially when the establishment is very busy.

COMMUNICATE EFFECTIVELY.

o Use correct and appropriate verbal and nonverbal communication techniques.

o Ask questions.
o Listen attentively.
o Clarify ambiguities.
o Confirm messages.
o Seek and provide feedback.
o Always use polite and courteous verbal and non-verbal language
o Be mindful of your social, religious, cultural, gender and/or age-specific differences.
o Avoid workplace gossips.
o Do not take credit for the work that you did not do.

PERFORM ASSIGNED TASKS.

o Attend in the daily orientation to know the specialty for the day, promotions, available and
out-of-stock items, and time of preparation for each food item.
o Be familiar with the structure of the food establishment, the location of each room, fire exit,
cashier, kitchen, stockroom, storage area, pantry area, etc.
o Complete daily task according to a designated sequence within the required time.
o Give proper treatment to priority requirements.
o Advise co-workers when a task was completed and inform them when you are running behind
time.
o Ask assistance from others when necessary.
o Comply with legislative requirements and internal house policies and procedures.
o Work with minimal disturbance to guests.
o Keep noise levels at a minimum.

PARTICIPATE IN WORKPLACE ACTIVITIES.

o Maintain work area in proper condition.

o Keep the workplace clean and tidy at all times.
o Be mindful of factors that may affect workplace safety and security.
o Set the proper environment for guest comfort.
o Take part in searching for a resolution to problems and issues.
o Attend activities intended to improve service delivery and guest experience.
o Be willing to assume responsibility.
o Do your job regardless of the presence of a supervisor.
o Develop sensibility to identify and assume responsibility.

UNIT I – CHAPTER 1 – LESSON 2: THE FOOD AND BEVERAGE SERVICE STAFF 1st Semester, SY 2021-2022
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FUNDAMENTALS IN FOOD SERVICE OPERATIONS

RESPOND ACCORDINGLY AND QUICKLY.

Respond accordingly and quickly to the following:

o Requests for assistance from co-workers and guests.

o Customer complaints and workplace conflicts.
o Arising situations and/ or emergencies.
o Any other anticipated or unanticipated situation requiring action or attention.

Food Safety and Hygiene Practices

Being a food and beverage service staff involves dealing with food. For that reason, you must know that
your actions, health and personal habits affect the safety and the quality of the service. Therefore, you
must responsibly perform and observe the safety practices in food handling.

This lesson will discuss topics that an F&B service staff need to know in terms of complying with the
hygiene requirements set by the industry. The following are some practices to ensure that personal
hygiene for food safety is attained.

DOs

 Bathe before reporting to duty.

 Wash your hands before having contact with any food item.
 Keep facial hair neat and controlled.
 Kitchen staff should wear hairnets or hats.
 Fingernails should be cut short, kept clean and free of nail polish.
 Use clean clothes for each shift and change when necessary.
 Inform your supervisor immediately if you are suffering from any communicable disease.
 Use face towels to wipe sweat.
 Cover cuts and sores on hands and fingers with waterproof dressing and bandages. Make sure to
inform your supervisor about this.
 Use disposable gloves if appropriate.

DON’Ts

 Do not touch cooked or ready-to-eat food with your bare hands.

 Do not wear your uniform in other public places before coming to work or after work.
 Do not smoke in any food area.
 Do not spit in any food area.
 Do not touch your face and hair after washing your hands.
 If you have any communicable disease, do not report to duty until having secured a certificate
from a doctor stating you have been cleared to work with food.
 Do not use the same container when refilling the food.

UNIT I – CHAPTER 1 – LESSON 2: THE FOOD AND BEVERAGE SERVICE STAFF 1st Semester, SY 2021-2022
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FUNDAMENTALS IN FOOD SERVICE OPERATIONS

Each food and beverage service establishment have different policies when it comes to wearing a uniform.
However, aside from wearing the uniform the management provides, food and beverage staff should
observe the following measures as well.

 Do not wear loose-fitting clothes.

 Press clothes at all times.
 Make sure that buttons, name tags, pins, and clips are securely fastened.
 For women, longs hairs should be tied back.
 For men, beards and mustache should be shaved neatly.
 Use a clean uniform for each shift and change if necessary.
 If wearing skirts, wear clean hose when required.
 Wear socks. It is advised to wear plain dark one or plain socks of a color that compliments
the color of the pants.
 Keep the shoes polished and laced.
 Do not wear open-toed shoes.
 Avoid wearing big jewelry.
 Fingernail decorations such as artificial nails should be avoided.

UNIT I – CHAPTER 1 – LESSON 2: THE FOOD AND BEVERAGE SERVICE STAFF 1st Semester, SY 2021-2022
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