Technical Education and Skills Development Authority

Regional Office V
SPJ INTERNATIONAL TECHNOLOGY INSTITUTE
Sta. Isabel, Calabanga, Camarines Sur

FOOD AND BEVERAGE SERVICES NCII

SPIEL FOR FINE DINING
AMERICAN SERVICE
Sequence Phraseology Props or Position
1. Welcoming and Good evening Madam/Sir,
escorting the guest welcome to El Primavera
Restaurant. I am _____ and I am Carrying or holding a
happy to assist you tonight. Tablet and/or folder
Are we holding a reservation for
you? Alright madam/sir, I’ll
check the system of your
reservation.
Madam/Sir, we have prepared a
nice table for you tonight. This
way.
2. Seating the Guest This is the reserved table for you Pulling the chair
Madam/Sir. Are you comfortable
with this table?
Alright, take a seat Madam/Sir.
3. Lay down the table Madam/Sir, may I? Getting the table
napkin napkin on the table
and laying it on the
lap of the guest.
4. Offering aperitif Madam/Sir, our restaurant offers
(UPSELLING) three selection of aperitif; dry
vermouth, dry martini and
sparkling wine.
You must try our best-seller
aperitif ____________.
Alright maam, you ordered
_____. I will be back for your
water.
5. Pouring of water Madam/Sir, here is your cold Pour the water
water.
6. Serving bread Madam/Sir, here’s your (toasted) Bread and butter in a
bread. wooden ware
7. Presenting the menu Our restaurant menu, Madam/Sir
8. Serving aperitif Madam/Sir, this is your aperitif Wine bucket with
for tonight. (Name of aperitif), aperitif
with an _% alcohol content, Coaster
product of _______. Tissue
(iiwan ang wine
bucket with aperitif)
9. Order Taking (upsell) Madam/Sir, may I take your Pen and paper
10. Presenting wine list order? Wine List
(upsell) For appetizer, let me suggest you
11. Take wine order the best in this restaurant ____.
 For your soup, how about trying
___…Salad. Main course…
Dessert… May I repeat your
order Madam/Sir; you ordered
______ for your appetizer, _____
for salad, ____ for main course
and _____ for dessert.
This is our wine list. *White wine- white
Madam/Sir, since you ordered __ meat (chicken and
may I suggest a __ wine for you? seafoods)
*Red wine – red meat
(beef/steak or pork)
12. Complete the Set-up Madam/Sir, may I rectify the All needed table
plates? Excuse me. appointments
13. Serve appetizer Your appetizer for tonight, ____. Bussed out fish plate,
Enjoy. dinner knife and
dinner fork
14. Serve soup Your soup for tonight, ____. Soup tureen for
(description) serving
Enjoy. Bussed out soup plate
with under liner and
soup spoon
15. Serve salad Your salad for tonight, ____. Silver platter for
(description) serving
Enjoy. Bussed out using
service tray (show
plate, salad plate,
salad fork and salad
knife)
Bussed-out using bar
tray (champagne
flute)
Get the wine bucket
Serving the DINNER PLATE only.
16. Presenting and serving Madam/Sir, this is your chosen Bring 2 coaster
wine wine for tonight, (Name of Tissue
wine), with _% alcohol content, Table napkin
product of _______ vintage of Cork screw
(year).
17. Serve main course Madam/Sir, your main course for Using silver platter
tonight, ________. Enjoy!
18. Refill water/feedback May I refill your water, Refill drop of water
Madam/Sir?
How did you find the food
Madam/Sir? How about the
service? Enjoy your dinner
Madam/Sir; You can always
call/ask me whenever you need
me.
Bussed out using service tray (dinner plate, fish knife and fish fork, salt and pepper
shaker and the bread plate and butter dispenser)
Using bar tray (red/white wine glass/ red wine bottle if there is, and coasters)
19. Clearing/Crumb down May I crumb down your table, Positioned the dessert
 Madam/Sir? fork or dessert spoon.
(center-right)
20. Serve dessert Madam/Sir, this is your dessert, Bussed out dessert
______-. Enjoy! plate and silverware
21. Taking Order Hot Madam/Sir, may I take your 5’oclock position of
Beverage (upsell) order for hot beverage. coffee cup
22. Serve coffee cup and
saucer with teaspoon
and the sugar and
creamer
23. Serve hot beverage Your ______ coffee Madam/Sir. Use the teapot
(coffee) Cover it while
pouring the coffee
24. Present the bill Excuse me Madam/Sir, your bill Bill slip
is amounting ____. How are you
going to settle your payment Sir?
Is it in cash or using your credit
card?
Cash: I received ___ exact
amount, I’ll be back for your
receipt.
Card: May I have your card for
a while Sir? Please type your
card password Sir.

Thank you Madam/Sir, I’ll be

back for your receipt.
25. Bid goodbye Here is your receipt Madam/Sir. Receipt slip

Madam/Sir, are you done with

your coffee? Since, you are
preparing to your way out, let me
lead you Madam/Sir? This way.

Thank you for choosing/dining

with us Madam/Sir. Enjoy the
rest of the night.

Question and answer for demonstration/observation with oral questioning

PROVIDE FOOD AND BEVERAGE TO THE GUEST

1. Checking reservations is an important part of understanding trade for the day.

Name five information you should check in relation to reservations.
Answer:
 Customers date of reservation
 Time of arrival
 Name of guest
 Contact details of guest
 Number of guest
 Special needs and request
  Mode of payment
2. What comprises the mise-en-place?
Answer:
 Condition of tables and chairs
 Sanitary linens
 Clean and sanitized table appointments
 Flower arrangement filling of condiments
 Condition of menu cards
 Knowledge of the menu for the day
3. Before the commencement of service, give eight areas that need to be checked for
cleanliness. Answer:
 Furniture- tables and chairs
 Wall hangings – pictures or displays
 Fixtures- light fittings and door knobs
 Plants – indoor plants and pots
 Glass- windows, panels and doors
 Floor – carpet and tiled areas
 Work stations- waiter’s sideboard
 Toilets- rest areas
 Equipment – coffee maker and toaster
4. What is the key difference between an ‘ala carte’ and ‘table d’ hote’ menu?
Answer:
 An ala carte is the term used for a menu that has individually priced dishes.
 A table d’ hote has set or fixed price for a complete meal or serveral courses.
5. Give some technique on how you can welcome guest to make them feel
comfortable and safe?
Answer:
 Know the reservations of the day to have an idea as to the incoming guest and
the bulk of expected guest.
 Try to remember the names of the guest, particularly the regular guests.
 Always address guest Sir/ Madam, if not by their names to show how
important they are to the establishment.
 Give extra attention by asking “Is there anything else that you need Sir?’ or
how do you find your meal madam?”
 Bid good bye and thank the guests for coming.
6. What are some special needs that must be addressed when welcoming a
customer?
Answer:
 Alternative easy access to their table because of disability
 A high chair for infants
 Appropriate food for those with special dietary needs as indicated in the
reservation book.
 Privacy for romantic couple and business people
 Special tables assigned for PWDs
7. What are activities associated with presenting menus and drinks lists? How do
you present the menu?
Answer:
  Ensure there are adequate menus for everyone to read
 Distribute menus to the guest from their right hand side
 Leave the wine list with the host or place in the center of the table.
 Ask costumers if they would like any starters.
 Serve any complimentary starters if appropriate.
8. Explain the importance of upselling to the hotel/ restaurant operation?
Answer:
Upselling is very important in food service because of the following reasons:
 The guest may not be familiar with the food that the hotel offers.
 To encourage guest to order a complete meal.
 For proper food and wine pairing
 To suggest unpopular menus
 To increase sales for the day.
9. When collecting food from the kitchen, what checks should servers make?
Answer:
 Checking that the right meal has been prepared and any requested preferences
have been accommodated
 Checking the plate to make sure there are no marks spill or drips
 Checking the quality of the item
 Checking with the chef to identify how the particular item has been cooked.
 Checking if special condiments need to go with the order.
 Checking to make sure there is uniformity between dishes
 Ensuring correct temperature of the dish.
10. What is the process of adjusting cutlery
Answer:
 Identify what needs to be removed from each cover
 Identify what needs to be added from each cover
 Obtain the necessary items
 Load them into cloth service plate
 Carry the cloth plate with all the required items to the table
 On arrival at the table, begin adjusting the items by starting at the number one
guest, working clockwise around the table
 Always handle cutlery by the handles
11. What is the correct temperature when serving red wine?
Answer:
 Room temperature ( 15.5°C to 18°C ; 60° to 65°F)
12. What is the ‘3 minute check’?
Answer:
 When a meal has been served to the customer, it is important for service
staff to revisit the table a few minute later to check that the meals are to the
costumer’s satisfaction.
13. What items can be replenished during the ‘3 minute check’?
Answer:
 Drinks
 Extra condiments
 Extra cutlery
 Extra crockery
  Extra glassware
 More serviettes
 A scrap bowl- depending on the menu item being served.
14. What are some options to resolve a food related customer complaint, during the
3 minute check?
Answer:
 Replace the meal quickly
 Allowing them to take some items from the buffet whilst they are waiting
 Providing a plate of snacks including rice, salad bread or fries
 Suggesting fast cook items so that a dish will be ready when others are also
eating.
15. What are the things to do when guest complaint? Explain steps on how to handle
guest complaints.
Answer:
 Listen attentively and acknowledge the complaint
 Apologize
 Restate the complaint briefly back to the costumer to show you have listened
and understood.
 Agree by thanking the costumer for bringing the matter to your attention
 Act quickly, quietly and professionally
 Follow up if complaint was addressed
16. How will you handle guest needs with restrictions on allergies?
Answer:
 Inquire the specific restrictions/ allergens
 Suggest alternative food items
17. How will you handle guest with the signs of intoxications requesting for more
bottle of hard drinks?
Answer: Suggest or offer food and beverage that could lower the blood alcohol
content
e.g. hot soup, coffee, carbohydrate rich foods

18. What assistance can be provided to the costumers as they leave a table?
Answer:
 Pull back chairs for customers
 Get wheel chairs of the aid as required
 Thank customer for their patronage
 Arrange any take away containers
 Where permitted, place corks back in unfinished wine bottles for easier
transportation of costumer.
 Arrange toothpicks
 Remind costumer to collect any bags, clothes and other personal items left on
table, set of floor
 Arrange balloons or gift packs or other children’s gifts
 Help them with putting coats and jackets
 Remind costumer to collect change, credit card or receipt
 Escort the costumer to the door.
19. What are example of ‘’end of service’’ assistance?
Answer:
 Obtaining a taxi or other transport for guests
 Retrieving items that have been placed into safe keeping
 Offering umbrellas
 Accompanying guest to cars
 Making reservations on their behalf
 Directing them into their next destinations, including shops, cultural, tourism
or sporting areas of interest
 Offering seat, paper or complimentary coffee while the weather clears.
20. What are common methods in which the costumers can settle account
Answer:
 Paying cash
 Paying via credit card through using a manual or electronic system
 Using EFTPOS facilities- ‘Electronics Funds Transfer at point of sale’.
 In selected situations costumers may settle their accounts by :
 Charging to their room
 Charging a house account. These are used for functions or
corporative events
 Presenting vouchers for nominated amounts and/or items/ services
 Paying by cheque
21. What are the different styles of banquet set-ups?
 Answer: U - shape
 Theatre
 Classroom
 Round
 Semi- circle
 Hallow square
 Fish bone
 22. Case study. Explain what went wrong.
The guest have their orders and the waiter has placed the orders to the kitchen. The waiter
returns to the table and informs the guest of the house specials and the best seller menu items.
Intrigued to try the recommended food items, the guest changed their minds and cancelled their
earlier order.
Answer: The waiter performed upselling and suggestive selling but at the wrong time. The waiter
should have suggested and promoted food items in the menu during order taking. He can also suggest
additional food and beverage items after he has served the orders food.

PROVIDE ROOM SERVICE

1. How can you avoid room service mistakes? What are the things that need to be checked to avoid
mistakes?
Answer:
 Clarifies repeat and checked details of orders with guest
 Verify guest information like room number and name
 Advices guest approximate time of delivery
 Check if mis-in- place is complete
 Check on the amount of the bill
2. What is a “door knob menu”?
Answer:
 A type of room service menu place in the guest room, which list the times that breakfast, can be
served with a limited number of breakfast items . Guest select what they want to eat and the
time they want the food delivered, then hang the menu outside the door knob. The menus are
collected and the orders are prepared and sent to the rooms at specified times.
3. What are the standard amenities set in the tray/ trolley/ during breakfast?
Answer:
 Sugar and cream
 Jam and marmalade
 Cup and saucer
 Silverware ( dinner knife, dinner fork and teaspoon)
 Folded napkin
4. What will you do upon reaching the guestroom?
Answer:
 Knock on the door/ ring the door bell
 Mention room service
 Greet the guest set the table accordingly
5. What will do upon entering the room?
Answer:
 Guest are asked where they want the tray or trolley positioned
 Explain take away procedures for the tray or trolley when the guest have finished their meal
 Ask the guest to acknowledge the service by signing the delivery slip