Cristian Paul De Guzman

BSTM 3
Module 1

Activity 1
1. Give the importance of knowing basic terms in food and beverage. How does it help you?
• Food and beverage services makes significant earnings for the hospitality sector.
Customers frequent catering businesses regularly as a result of the importance of business
meetings and a variety of personal and social activities. It helps us to be experts in food and
beverage work tirelessly to enhance our customer experience through service.
2. Illustrate your own organizational structure

3. Provide a description on each item. You may include their functions and skills.
a. Head Waiter
•Head Waiters are senior members of the food service crew and are in charge of supervising
waiters, training junior personnel, assessing customer satisfaction, marketing special menu items,
and resolving customer concerns.
b. Bar boy
•Bar boy maintain the bar's supply of alcohol, beer, spirits, garnishes, ice cubes, and other items
throughout their shift. They make sure that bartenders have clean, well-positioned glasses,
stirrers, shakers, strainers, and other bar equipment.
c. Receptionist
•Receptionist serves guests by giving them warm greetings and directions as needed. notifies
staff members of the arrival of visitors. maintains the communications and security systems.
provides information by responding to questions or directing visitors.
d. Bus boy
•Busboys, sometimes known as Bussers or Food Runners, assist other restaurant staff members
by emptying and setting tables, washing dishes, stocking supplies, and serving customers. They
clean and reset tables, make sure flatware and dishes are available, all while working in a fast-
paced kitchen setting.
e. Captain Waiter
•Captain Waiter main responsibility is to make sure that diners receive excellent service. Daily
responsibilities include teaching all levels of servers, monitoring the right flow of dishes,
advising personnel of specials and sold-out items, and maintaining the dining areas' cleanliness
and organization.
f. Food and Beverage Service Manager
•A food and beverage manager are responsible for forecasting, planning, and managing food and
beverage ordering for a hospitality property.
g. Bartender
•Bartenders fulfill drink orders by mixing and serving them in front of clients. They are also
responsible for processing payments, managing inventory, cleaning bar supplies, and checking
age requirement. They also have knowledge of alcohol pairings and tastes.
h. Room Service Order Taker
•Room service order-taker is the one controlling floor service operations and giving personnel
instructions on how to empty rooms.

Firm – Up
Task 1
1. Identify and draw table appointments. Describe their uses.
2. What are the standards of setting the table?
The formal table setting is the most symmetrical among all of them. Since this table setting has
the most utensils, the utensil arrangement is the most crucial element.
Cristian Paul De Guzman
BSTM-3
Module 2

Activity 1
1. Write a menu for a formal dinner. Include appetizer, soup, main course, dessert and
drink. Consider all the factors in writing a menu.

Firm –Up
Task 1
Direction: Answer questions briefly and concisely.
1. How do we prevent accidents?
Be aware of electrical hazards If you have several items plugged in at your desk, invest in
a Power Source to protect computers and keep power from spiking. Identify employees
who may require additional assistance in an emergency, involve them in emergency
planning, and ensure that the office is accessible and prepared for fires, power outages,
and other unexpected events.

2. Why is personal grooming important?

 Proper grooming and a professional appearance are essential for gaining respect in the
workplace. The way you dress and carry yourself makes an impression on the people
with whom you work. Both men and women must take care of and look after themselves.
3. How do we clear and clean food service areas?
First, clean up any dust or leftover food in the area. Then, with soap and warm water,
clean the surface. Wash the surface with water and a clean cloth to prevent chemical
contamination. Use a sanitizing wipe or another professional sanitizer to clean the area.
Cristian Paul De Guzman
BSTM-3
Module 2.1

Firm –Up
Task 1
1. How do you lay table napkin?
Either on the very outside or to the left of the fork, the napkin is placed. In a formal meal setting,
place the napkin on the plate if there are three forks. The napkin should be unfolded and placed
on your lap as you sit down. Put it on your chair when you stand up.

2. Give the three places where you can set table napkin on the table.
Put the napkin on the plate if there are three forks at a formal table. Unfold the napkin and place
it in your lap before you sit down. Place it on your chair if you get up. Put your napkin down to
the left of your plate when you're done eating.
Cristian Paul De Guzman
BSTM-3
Module 3

Activity 1 Answer the following questions briefly:

1. How to maintain a safe environment?
• A safe and healthy workplace not only protects workers from injury and illness, but it
can also lower injury/illness costs, reduce absenteeism and turnover, increase
productivity and quality, and boost employee morale.
• Maintain a clean working environment. A clean workplace accomplishes two goals.
First, obvious hazards are removed by keeping the area clean.
• Make your policies and procedures clear. Include safety tips and requirements in every
policy that is written
2. Give at least five (5) security rules to note.
• Own safety first-Biosafety rules ensure that people work safely with biological agents.
• Handle confidential information with care – Take care when handling information and
knowledge about biological agents and technologies.
• Lock or log out your computer when you leave a room. Make certain that digital folders
containing confidential or sensitive information that you are authorized to access are not
accessible to others.
• Maintain a clean and orderly lab bench - A clean and orderly lab bench is a safer
workplace that helps to prevent spills, incidents, and accidents.
• Know the risks of the agents you're working with-Make sure you're aware of the agents'
characteristics and that up-to-date factsheets are available.
3. How to deal with violent customers?
 Keep your calmness. The worst thing you can do in this situation is match their
energy level, as this could turn a combustible situation into an all-out explosion. Try
to keep a soft voice and mask any frustration you may be feeling.
Firm –Up
Task 1 Direction: Answer questions briefly.
1. Discuss and explain how to welcome guests
 Dress to impress.
 Ask questions.
 A smile goes a long way.
 Offer to help.
 Be cordial even if you're busy.
 Make guests feel special.
 Indicate points of interest within the hotel
Cristian Paul De Guzman
BSTM-3
Module 4

Firm –Up
Task 1
1. How do you settle guest bill?
 Verify the cash tendered by the guest.
 Waiter takes bill and cash to the cashier.
 Cashier returns any change due (to the guest) with the receipt to the waiter.
 Waiter verifies the change returned by the cashier.
 Waiter gets authorized signature form Manager or his assistant (If applicable)

2. How do you handle guest complaints?

 Stay calm and listen.
 Identify the type of guest to whom you are speaking.
 Find the real source of the complaint.
 Find and offer a solution.
 Follow up to confirm that the problem was resolved.
 Respond to all complaints as quickly as possible.
Cristian Paul De Guzman
BSTM-3
Module 5

Firm-Up Task 1
Application: Examine the following statements. Turn them into positive statements
Offensive statements Alternative way on expressing it
1. Sir, you are not in the right attire. There is
Sir, you are not dressed appropriately. This
a dress code in this bar. bar has a dress policy.
2. How dare you say we are cheaters? It was We're not cheaters, Unintentional error was
an unintended mistake. what it was and we're sorry for that.
3. We cannot give you discount sir even if Good day sir, I'm sorry to say but we can't
you are a regular customer. give any discount even though you are a
regular customer
4. We do not accept checks for payment sir. Checks are not accepted as payment, sir.
You can only pay in cash. Only cash is accepted as payment.
5. Sir, you have to leave now. We are about You must leave right away, sir. We're about
to close. to close now sorry.
Cristian Paul De Guzman
BSTM 3
LAB 1
STUDY QUESTIONS:
1. Define the following terms and give example
a. Table Appointments
Table Appointments which include both serving and dishware, beverageware,
cutlery and flatware, linens, and centerpieces are all examples of table
appointments.

b. Crockery or Dinnerware
Tableware is also referred to as dinnerware and crockery refers to ceramic
tableware, which is frequently porcelain or bone china today. The terms table
service, dinner service, and service set are used to describe sets of dishes.

c. Silverware or Flatware
The tools you use to eat or serve meals are referred to as flatware. You get the
flatware out of the drawer and arrange the table with the spoons, forks, and
knives. Silverware or cutlery are other names for flatware.
d. Glassware or Beverage ware
Drinkware, often known as beverageware, is a broad term for a container
designed to hold liquids for drinking or eating.
e. Hollow ware
Hallow ware describes a range of serving-related metal dinnerware items. This
includes items like tureens for soup, coffee pots, sugar bowls, platters, and more.
f. Linens
Linens are fabric household goods intended for daily use, such as bedding,
tablecloths, and towels.
2. What are the factors to be considered in selecting and purchasing table
appointments?
The factors that can be considered when selecting or purchasing a table appointments is
the material because It is important to choose materials that suit the theme of your
restaurant while also keep in mind the maintenance and longevity. There are various
materials to pick from, and each has a unique appearance and texture.
 3. Enumerate pointers how to care properly the different table appointments.
Proper care and wise selection of table appointments result in beauty in table setting. The
appearance of the table will add to the enjoyment for the customers.

Cristian Paul De Guzman

BSTM 3
LAB 2
STUDY QUESTIONS:

1. Define the terms Mise-en-Scene & Mise-en-Place.

Mise-en-Scene means prepare the environment and make it presentable, Food and
beverage establishments should be welcoming, comfortable, secure, and hygienic to offer
a better environment for receiving guests. A Mise-en-place is everything in its place, in a
restaurant kitchen, this entails gathering all ingredients and equipment, setting them up in
an efficient manner, and making any preparations required for cooking.

2. List the basic rules for laying a table in a restaurant.

 Cutlery is set in the order of use, working outside-in.
 Forks always go on the left of the setting.
 Knives always go to the right of the setting.
 Glassware is set above the knives.
 The dessert spoon and fork should be placed above the plate.
 Napkins can be placed either to the left of the forks, or underneath the forks.
 Use a charger plate.

3. How should crockery, cutlery and glassware be handled in an outlet?

It should be handle stemmed glasses by the stem, tumblers by the base, and flatware by
the handle in the proper order. Never hold a bowl by the rim; instead, use the proper
underliners. Never let the thumb protrude onto the plate.
Cristian Paul De Guzman
BSTM 3
LAB 3
STUDY QUESTIONS:

1. Identify at least 5 basic designs for table skirting. Describe each design.
 Knife pleats is a single pleats which tips of each pleat is fastened following the
same direction.
 Box pleats both end of each fold could be fasten or loose, which only the middle
part of the pleats are pinned.
 Arrow Pleats which have folds on the top portion forming like an arrow.
 French pleats are narrower than regular box pleats, giving the bottom of the table
skirting a fuller appearance.
 Plastic Skirt a vinyl fabric can be fashioned into simple gathers or knife pleats.

2. Identify at least 10 kinds of napkin folds. Describe their procedures.

 Pyramid - Fold corners to meet top point. Turn napkin over and fold in half. Pick
up at center and stand on base of triangle.
 Birds of Paradise – Fold napkin in half, and then half again horizontally. Then
fold in half diagonally with points on the top and facing up. Fold left and right
sides down along center line, turning their extended points under. Fold points of
bottom corners underneath and fold in half on long end.
 Goblet Fan - Fold napkin in half. Pleat from bottom to top. Turn napkin back 1/3
of the way on right (folded) end and place into goblet. Spread out pleats at top.
 Rosebud – Fold napkin in half diagonally. Fold corners to meet at top point. Turn
napkin over and fold bottom 2/3 way up. Turn napkin around and bring corners
together, tucking one into the other.
 Crown – Fold napkin in half diagonally. Fold corners to meet at top point. Fold
bottom point 2/3 way to top and fold back onto itself. Turn napkin over bringing
together, tucking one into the other. Peel two top corners to make crown.
 Candle- Fold napkin in half diagonally. Fold down base 1/3 of the way. Turn
napkin over and roll from bottom to top. Tuck corners inside cuff at base of fold
and. Stand.
 Double Diamond - Start with the napkin prefolded as a triangle. Fold each corner
underneath to make a square. Fold the bottom corner up. Fold both sides under the
napkin.
 Standing Fan Folding - Fold in one side to the center and then the other. Turn the
napkin over. Make accordion-type pleats but leave a few inches unpleated. Fold
one side across and over the other. Tuck the free corners in amongst the pleats to
make the support.
 Peeling Banana - Start with the Napkin prefolded as a triangle. Fold one corner up
and then the other. Fold the bottom corner up towards the others and back down
again. Turn the napkin over. Fold in one side. Fold in the other side and tuck it
inside the first. Turn the napkin over. Open it like a tube. Spread apart the “peel”,
and stand it up.
 Lotus - Fold each corner into the center and then fold each corner into the center
again. Flip the napkin over and fold the corners into the center. Hold first layer in
place and pull the second layer of fabric out from beneath the corners. Then, tug
the second layer until the lotus petals form and stand up.
Cristian Paul De Guzman
BSTM 3
Lab 4
STUDY QUESTION:
1. What are the tips in welcoming guests?
The host should smile and greet each visitor pleasantly as soon as they arrive. The first
connection you make with your customer is through this. The host should be courteous,
enquiring about the diner’s wants and demonstrating genuine interest. If there is a
preference list available, hosts should use it to seat guests.

2. How do you open napkins?

Without snapping or shaking the napkin open, unfold it in a single, fluid motion. How a
napkin is unfolded in your lap depends on its size. Half of a large set of napkins are
spread out. The lap is totally covered by smaller napkins that have been fully unfolded.

3. How do you present a menu?

It can be offered either open or closed. Never place a menu on a table for a guest to pick
up if it is not kept on each cover.

4. How do you take food order?

Give visitors some time following their arrival to get used to the surroundings. Present
the menu once everyone is seated and at ease, then step back to give people time to select
what to order.
 5. How do you serve the food?
The conventional rule is to use your left hand and serve a guest from their left. It is
always best practice to take the dish from the nearest location, so you should never
stretch across a guest to get to the table.

6. How do you present and settle the bill?

Check the entered amount against the bill’s value. Verify the agreement. Take a printout,
and collect the guest’s signature on the merchant copy and check copy.

7. How do you handle guest complaints?

 Comfort with best offerings.
 Avoid taking things personally.
 Apologize.
 Care to listen.
 Avoid arguments, remain calm, and be polite.
 Make sure your body language is not aggressive.
 Empathize and acknowledge their frustrations.

Cristian Paul De Guzman

BSTM 3
Lab 5
STUDY QUESTION:
1. What are the general rules in serving wine?
White wines are typically served before red wines, while dry wines are typically served
before sweet wines. The main deciding element, though, is food. The most crucial task is
to select the wines that fit best with your food and serve them in that order.
2. Give the rules in service the following wine:
a. White or Rose wine
White wine should always be served with a bucket, stand, wine opener, and wine
napkin. Prior to serving other guests, the host should taste the wine. The server
should pour 30ml for the tasting. Always serve the women first, and then evenly
pour wine for each guest.

b. Red wine
Pour a small amount of wine into the host’s glass. Pour the wine clockwise
around the table, first with the women, then the men, and finishing with the host
after the host has given his or her approval.
c. Sparkling wine
Each customer should receive sparkling wine from the right side of the server in a
flute or tulip-shaped glass. It is also worthwhile to think about picking up and
holding the glass by the stem in order to pour the wine more swiftly and easily
and to lessen wine foaming.