Republic of the Philippines

APAYAO STATE COLLEGE

Conner, Apayao, Philippines 3807

LEARNING HANDOUTS
For FINALS
IN
HMPE 2: CATERING MANAGEMENT

Prepared by:
Mr. JAYJUN B. DUBLA
Course Instructor

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 MODULE IV
IMPLEMENTING
Specific Objectives

At the end of the lesson the students should be able to:

 Distinguish the different types of food service operations

 Identify style of table service
 Demonstrate the proper style of table service
 Explain the importance of excellence in customer service
 Demonstrate how to respond to the clients

I. OVERVIEW

 The module will focus on implementing which is the process of using effective
communication skills to put the plan into action. There will be a discussion of the different
types and styles of table service. The module will discuss the parameters in providing
excellent customer service such as setting the proper mood for the meal, food service
sequence, guidelines for proper table service and basic phraseology for dining personnel.

LESSON 1. TYPES OF TABLE SERVICE

CONTENT: TYPES AND STYLES OF TABLE SERVICE

 HASH HOUSE SERVICE – it is a slang term for all-around-terrible service.

 CAFETERIA SERVICE – guests collect their own meals on a tray as they select food items
from the race.
 BUFFET SERVICE – the formal table service where foods are attractively arranged on the
table and guests service themselves.
 SMORGASBORD SERVICE – guests select from a presentation of food items, hot or cold,
serving themselves directly on top of their plates without the help of service staff.
 ENGLISH SERVICE – considered as family style, guest of honor is served first, then take
the choice if they want to be next or second to him
 LAURIAT SERVICE – it is a Chinese formal service where all foods are served on the guest
table.
 GUIREDON SERVICE/COMPROMISE SERVICE – this is the variation of American and
French service. It also refers to the transferring of food from a serving dish to the plate.
 RUSSIAN SERVICE – less expensive than French service where foods are prepared in a
kitchen and arranged on a platter.
 FRENCH SERVICE – the most elaborate, luxurious and expensive among types of table
service where some of the food are prepared in front of the guest.
 PLATE SERVICE/AMERICAN SERVICE PRE-PLATED SERVICE – the most practical
simplest food service, where all foods are arranged on a plate and served one at a time.

PLATE TECHNIQUES = two plate/three plate/four plate

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LESSON 2. EXCELLENCE IN CUSTOMER SERVICE

CONTENT

WAITER/WAITRESS ATTITUDE: this is basically the kind of attitude that employees in a food
service should possess. They must create a good and lasting impression in order to effect a good
lasting impression on the customers/guests.

CUSTOMER TABLESIDE SATISFACTION: these are also some rituals employees of the food
service industry have to go through before any store opens. This would also include some situations
when employees could respond well to the needs of the customers.

HANDLING CUSTOMER COMPLAINTS: this attempts to show how employees could handle
creatively the complaints that come along in the ordinary conduct of service in the food service
industry.

SETTING OF THE MOOD OR AMBIANCE

 The total dining experience for the guest is much affected by the atmosphere created by the
management or staff in setting the dining atmosphere are:

LIGHTING – day light or bright light is preferred for daytime meal service. Subdued light is
more appropriate for evening dining.
VIEW – tables should be set to take best advantage of the view.
MUSIC – background music must be appropriate in establishing mood.
DÉCOR – color selection plays an important part in the dining experience.

FOOD SERVICE SEQUENCE

 ORDER OF SERVICE – is a sequential checklist from the time of arrival to the departure of
the guest.
 CHECKLIST OF SERVICE/SEQUENCE OF FOOD SERVICE
1. Greet and welcome guest
2. Escorting guests on the table
3. Assisting guest in getting seated
4. Offering/serving water
5. Presenting the menu book
6. Taking food order up to and including the main course
7. Repeat the order of the guest
8. Serve pre-dinner drinks
9. Open the napkins
10. Serve food order according to food sequence
11. Clearing the table
12. Serving after dinner drinks
13. Serving dessert
14. Setting of bills/payments
15. Bidding goodbye to the guest

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GUIDELINES FOR PORPER TABLE SERVICE

1. Serve all dishes with the left hand and set at the left side of the guest.
2. Serve all beverages with the right hand and set at the table at the right side of the guest.
3. Serve everyone at the table the same course at the same time. Serve a woman or older
guest first as a matter of etiquette. When there is more than one woman or older guest
present, serve the one on the host’s right side first. Serve in a clockwise rotation. Children
are to be served together with women and older guest, especially if they are irritable.
4. Check the table setting for complete flatware before serving the meal.
5. Flatware is to be placed on a tray, and then held by the handle when being set or
presented. Ensure flatware are not bent and must be clean and spotless.
6. Clear or remove dishes, flatware and glasses from the right side of the guest.
7. Bread and butter plates and butter knives are cleared from the left side of the guest.
Clearing at the right would mean extending an arm in front of the guest’s face.
8. Serve dishes with the fingers away from the plate. Ensure plates are clean and are not
chipped or cracked.
9. Serve water goblets and wine glasses by the stem and never at the rim. Collins or high-ball
glasses are held at the base of the glass. Ensure glasses are free of smudges, dirt and
cracks. Cups are to be held by the handle or if placed in a saucer or underliner, at the rim
and bottom of the saucer.
10. Do not fill or refill beverages to the rim. Leave room for movement as the guest lifts the
glass or cup to avoid spillage. Also for coffee or tea, there must be an allowance for sugar
and cream. Before serving refills, always ask permission first. The guest may prefer the
existing blend.
11. When a bottle of wine is ordered and brought to the table, the label is first opened and
served to the hots by pouring an ounce for tasting. Once the wine has been approved, it is
served to all at the table beginning with the guest from the host’s right side.
12. If serving bread or rolls in a basket, the basket must be lined and served with a tong or fork
and spoon.
13. Salads, as a separate course, are served directly in front of the guest. If the guest wishes to
finish his salad with his main meal, the salad is to be place at the upper left hand side, just
above the fork. A side order of salad is automatically placed above the fork.
14. When serving fruit cocktail or seafood cocktails or any appetizer, place them directly in front
of the guest. Some guests may wish to share the appetizer; if so, bring an extra fork or
spoon. Sometimes when advised in advance, it is better to split the order in the kitchen.
15. When serving specialized food such as lobster or crabs, don’t forget to bring along the
cracker, fork, pick and empty plate for the shells.
16. Formal dining sometimes includes the use of finger bowls aa the end of the meal. This small
bowl filled with warm water and garnished with lemon should be on an underliner and
placed to the left side of the guest. Extra napkins are provided for guests to wipe dry their
hands. Hot towels or packed-moist towelette may be used.
17. When serving steak or fish, the steak knife or fish knife must be placed to the right of the
knife.
18. Always offer condiments that may accompany the meal, such as ketchup, mustard,
Worcestershire or steak sauce.
19. Know the company’s policy on “extra servings,” so if a guest requests an extra portion of a
salad dressing or additional toast bread, you will know how to respond including additional
charges.
20. Dirty dishes are never to be scraped on the guest’s table or in front of the guest. They
should be taken directly to a tray stand or dishwashing area.

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 21. When an ashtray is used and needs to be emptied, the used ashtray is to be covered by a
clean ashtray so that the ashes don’t fall on the table or guest. Then place clean ashtray on
the table.
22. Completely clear table of used dishes, glasses, condiments before serving dessert.
23. To crumb a table, use a tightly folded and rolled napkin to move food particles to the end of
the table. Use an underliner, small tray or another napkin to drop crumbs into.

BASIC PHRASEOLOGIES FOR DINING PERSONNEL

WELCOMING AND GREETING THE GUESTS

“good morning/afternoon/evening sir/madam or Mr./Ms. ____ may I suggest a table

for you?”
Guests are led to their table: “this way please”

FOR A PARTY WITH RESERVATION

“we have prepared a nice table for your party Mr./Ms. ___ this way please”

If one wants to know the expected number of guests:

“how many are we expecting in the party sir/madam?”

When the guest is a repeat patron, welcome him back.

“welcome back Mr.____ we are glad to see you again.”

If outlet is full and there is no available table:

“I am sorry sir/ladies but all seats are occupied at the moment.”
“do you mind waiting at the lounge and I’ll call you the moment we have a table
available for you”

If a waiter/attendant is not yet available to attend to the guest, say:

“the waiter/attendant will be with you in a short while.”

OFFERING DRINKS

“may I offer you a glass of refreshing drink?”

“may I get you a bottle of chilled beer/martini before we serve your dinner?”
“madam, may I get you a glass of light, refreshing cocktail?”

If the guest’s favorite drink is known, mention it:

“Mr./Ms. ____, shall I serve you your favorite___?”
For martini, ask: “would you want it sweet or cocktail?”

For drinks ordered straight or on the rocks ask:

“shall I make it double for you?”

Describe Irish coffee as:

A fascinating blend of Irish whisky and hot coffee, topped with whipped cream

When the glass is almost empty, offer another drink:

“shall I get you another round of__? (mention drink)

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For special occasions that calls for celebration like birthday or wedding anniversary, offer a toast of
champagne:
“it appears that the group is celebrating a special occasion tonight. May I suggest a
toast of champagne to highlight the occasion?”

After taking wine order, repeat the order

“you’ll have a bottle of ____” (wine)

WINE SERVICE

Waiter presents the bottle and upon presentation will say:

“sir or Mr.___ may I present to you your order of ____, with a very good vintage year
____, a heavy/light bodied______wine.”

Before opening the bottle ask the hots:

“shall I open the bottle for you?”

Present the cork and say, “here’s the cork sir.”

If there’s no male hots or gentleman to taste the wine, the sommelier may do it for them but must
secure permission:
“may I have the privilege of tasting the wine for you ladies?”

After tasting, he may say:

“you are a real connoisseur. It’s a perfect choice.”

Or if wine is flat or not, he should change the bottle.

“may I change the bottle for you?”

When pouring for the host for wine tasting:

“would you like to try the wine now sir?”

TAKING ORDERS

Presenting the menu:

“may I present the menu for your selection?”

If they are ready to order:

“if you are ready, may I take your order now?”

If they take time in ordering and you have other guests to attend to:
“I’ll be back with you in a short while.”

If they cannot make up their minds, give your suggestions.

“may I suggest some items? Would you go for meat or seafoods? We have steaks like . .
., and also seafoods such as . . .”

“or you might want to try the specialty of the house. It’s ___ (give brief description).
I’m sure you will like it.”

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SUGGESTIVE SELLING

“for starter, may I recommend a light appetizer like smoked salmon, shrimp cocktail
(mention what is available)?”

“may I also bring to you a hot steaming soup afterwards?”

“may I suggest a light vegetable salad to go with our meal such as . . .”

SUGGESTING HOUSE SPECIALTIES

“may I recommend our chef’s special for the day. It’s a special serving of (describe)
served with soup, salad other accompaniments)?”

“sir/madam, our chef has prepared a very special menu today. It’s a special serving
of____served with____, ___”

Ask the desired manner of preparation:

“how would you like the steak or eggs done?”

Ask the preferred dressing:

“what dressing would you like to go with the salad?”

SERVING FOOD/DRINKS

Mention the name of the drink:

“your peach daiquiri”

And the dish:

“your steak a la pobre.”

Before leaving the table, say

“enjoy your meal. Please call me if you need any assistance.”

Offer additional serving of bread/sauce/coffee

“would you like to have additional bread, coffee or sauce?”

While taking the meal, get feedback:

“how do you like our ______.”

CLEARING OF TABLE

Ask permission before clearing

“excuse me sir/madam, may I clear the table/plate now?”

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BIDDING GOODBYE

Thank the guest of their patronage:

“thank you Mr./Mrs. ______ or sir/madam. Do visit us again.” Or “we look forward to
your next visit”

OTHER IMPORTANT PHRASEOLOGIES

If negative comment is received, express appreciation

“we’ll take note of your comments sir, and we shall report it to our manager for
appropriate action. Thank you for calling our attention about it.”

If positive comment is given, thank the guest:

“we’re glad to hear that sir. Thank you for the comments. You certainly deserve the
best service from us.”

MODULE V
ORGANIZING THE EVENT
Specific Objectives

At the end of the lesson the students should be able to:

 Explain the importance of organizing functions

 Discuss tasks in organizing events
 Apply the concepts of setting up sales and marketing
 Conduct Banquet and Catering function

LESSON 1. ORGANIZING AN EVENT

CONTENT: IMPORTANCE OF ORGANIZING FUNCTION

 The organizing function creates a formal structure that helps allocate and control resources
for optimum benefits and client satisfaction.

TASKS IN ORGANIZING EVENTS

 Creating the menu

 Writing specification – exact products needed in the operation
 Ordering – process of communicating exact needs to a supplier
 Receiving – verify all deliveries against specifications and quality
 Issuing
 Producing
 Transporting
 Service

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LESSON 2. SALES AND MARKETING

CONTENT

Catering sales is a critical function of every catering business. How ell sales efforts mirror the
marketing plan of a business will help determine its ongoing success. Maximizing revenue
management is a function of sales activity.

According to the American Marketing Association, marketing is the process of planning and
executing the conception. Pricing, promotion and distribution of ideas, goods, and services to create
exchanges that satisfy individual and organizational objectives.

Meeting the objectives of marketing such as identifying needs, developing products and services
with appropriate pricing strategies, and efficiently promoting them, is critical to the ongoing success
of catering business.

All businesses need a marketing pan and strategy. Marketing is a way to promote the company
image by sending a message to the potential client. A marketing plan outlines problems and
opportunities by identifying the operation’s strengths and weaknesses as well as its competitors.
This also includes the implementation scheme, budget and evaluation system.

MAREKTING TOOLS AND VEHICLES

One of the best marketing tools is to have a copy of the restaurant’s menu posted with prices
outside of the restaurant for patrons to view. This menu has to be kept current.

Another tactic that can be used is to print small-sized menus that guests can take with them as
they leave the restaurant.

OTHER EXAMPLES OF MARKETING VEHICLES

 Brochure
 Print media – newspapers, magazines, specialty publications, yellow pages
 Broadcast media/electronic – television, radio, internet, movie theaters
 Specialties – packaging, t-shirts etc.
 Hotel – in-house publications, video guides, concierge relations, services
 Direct mail, coupons, mailing list
 Promotions, credit card discount program
 Signs – on stores, billboards, trains, cabs
 Trade shows, networking
 Sampling
 Point of sales devices, promotions
 Charity events

LESSON 3. PROCEDURE ON SPECIAL FUNCTION OPERATIONS IN CAFÉ LOURD

CONTENT

Café Lourd General Policies and Guidelines on Reservations

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The special banquet reservations sheet (SBRS) should be completed by requesting department at
least 2 weeks prior to actual function. Reservations are on a first-served basis. All SBRS must bear
the signature of the requesting department’s dean.

The SBRS is to be submitted to the College of Hotel and Restaurant Management (CHRM) dean for
approval.

The CHM dean shall endorse the SBRS to the F & B Manager for coordination with the Executive
Chef.

The requesting department must coordinate with F & B Manager regarding the budget, set-up,
engineering requirements, menu, number of guests and special requests if any.

The F & B Manager must submit menu proposal to the requesting department.

Upon the approval of the Menu, the F & B Manager and the Executive Chef shall proceed to
implement preparations and operation of the function.

CAFÉ LOURD PROCEDURES

1. Each department is to be given one copy of the SBRS to be photocopied for use. All items
should be completed and approved by the requesting department’s dean,
2. The form shall be submitted to the CHRM twice for the dean’s approval.
3. Once approved by the dean, the form shall be forwarded to the F & B Manager, who in turn
coordinates with the Executive Chef for menu considerations.
4. The requesting department shall closely coordinate with F & B Manager for all details.
5. After consultation with the Executive Chef, the F & B Manager shall prepare and present a
menu proposal to the requesting department for approval.
6. Upon the approval of the menu, the F & b Manager shall coordinate with the Executive Chef
for the market list, purchase and the preparation of food.

GENERAL POLICIES AND GUIDELINES ON CATERING OPERATION

1. A banquet reservation sheet (BRS) should be completed by the adviser of the catering class
at least one week prior to actual operations.
2. The BRS is to be submitted to the College of Hotel and Restaurant Management dean for
approval.
3. The CHRM dean shall endorse all BRS to the F & B Manager for notation.
4. The adviser must ensure that Café Lourd equipment request must be accomplished at least
3 days prior to operations. Any discrepancy from the actual equipment return from the list is
to be charged to the class concerned.
5. The adviser must see to it that Café Lourd is kept clean after every catering class.

PROCEDURES

1. The BRS may be obtained from the pantry, care of the purchaser. All details should be
completed and reviewed before sending for approval.
2. The form shall be submitted to the CHRM office for the dean’s approval.
3. Once approved by the dean, the form shall be forwarded to the F & B Manager, who in turn
will properly note the schedule and to ensure there will be no overlap with special functions.

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 4. The adviser appointed to instruct students on the procedure of requesting Café Lourd
equipment.
5. The cleanliness procedure must follow the procedures on maintenance and cleanliness of
Café Lourd.

FLOW CHART
OF THE PROCEDURES ON SPECIAL FUNCTIONS OPERATIONS

REQUESTING DEPARTMENT

COMPLETES THE SBRS FORM

SUBMITS THE SBRS TO CHRM

DEAN FOR APPROVAL

CHRM DEAN APPROVES SBRS

FORWARDS BRS TO F & B

MANAGER IMPLEMENTATION

F & B MANAGER TO COORDINATE WITH

THE EXECUTIVE CHEF FOR MENU
PROPOSAL

REQUESTING F & B MANAGER SUBMITS PROPOSAL

DEPARTMENT TO TO REQUESTING DEPARTMENT
COORDINATE WITH F
& B MANAGER FOR
FUNCTION DEATILS F & B COORDINATE
UPON MENY APPROVAL, F & B
WITH EXECUTIVE CHEF
MANAGER TO IMPLEMENT
FOR MENU
OPERATIONS
PREPARATION

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 FLOW CHART OF
THE PROCEDURES ON CATERING CLASS OPERATIONS

CATERING CLASS
ADVISER

COMPLETES THE
SBRS FORM

SUBMITS THE BRS TO

CHRM DEAN FOR
APPROVAL

CHRM DEAN
APPROVES SBRS

FORWARDS BRS TO F
& B MANAGER FOR
NOTATION

F & B MAANGER TO ENSURE NO OVER

LAPPING WITH SPECIAL FUNCTIONS

CATERING ADVISER TO ENSURE CAFÉ

LOURD IS CLEAN AFTER OPERATIONS

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