Subject: Food and Beverage

1. Write the basic rules in placing the table appointments in setting up the table.
a. Placing the linens
i. The table should be clean; it can be left bare or a table covering can be used as
the background for the food and appointments placed on it. A table covering
helps protect the table and muffles the noise of clanking glassware and dishes.
ii. Placemats or tablecloths can be used for special occasions.

b. Laying flatware
i. The flatware, plate, and napkin should be one inch from the edge of the table.
c. Placing dinnerware
i. The plate is always in the center of the place setting.
ii. The dinner fork is placed at the left of the plate.
iii. If a salad fork is used, it is placed to the left of the dinner fork.
iv. The napkin is placed to the left of the fork, with the fold on the left. It can also
go under a fork, or on top of the plate.
v. The knife is placed to the right of the plate with the sharp blade facing in
towards the plate.
vi. The teaspoon is placed to the right of the knife.
vii. If a soup spoon is needed, it is placed to the right of the teaspoon.
viii. The soup bowl may be placed on the dinner plate.
d. Placing glassware
i. The drinking glass is placed at the tip of the knife.
ii. The cup or mug is placed to the top right of the spoons.
e. Table decorations
i. The centerpiece should be attractive. Simple ones such as fresh flowers, a plant,
or fruit can be used. If candles are used, they should be lit with the flame above
eye level. Be sure that the centerpiece is:
1. low, so that people at the table can see over it,
2. colorful and blends with the colors of the tablecloth and dishes;
3. fresh and clean looking.

2. Enumerate the sequence of table service.

a. Handling Reservation & Allocation of tables
b. Welcoming the Guest
c. Seating the guest
d. Pouring water
e. Order taking
f. Service of Food and Beverage orders
g. Clearance
h. Crumbing
i. Dessert order/ Tea Coffee Order
j. Presenting the check
k. Guest Feedback
l. Farewell

3. Enumerate the steps of opening sparkling wine bottle.

a. Remove Foil
b. Tilt It
c. Twist It
d. Ease It Out
4. Enumerate the steps in serving wine.
a. Ladies should be served first.
 b. And then begin with the person to the left of the host.
c. Continue serving in a clockwise movement around the table.
d. Pour the wine evenly, so that every person at the table gets an equal portion.
e. End the serving of the wine by pouring for the host/hostess.
5. Differentiate the following:
a. French and Russian Service
Russian service traditionally means food delivered to your table on platters and
a waiter picks up the item with tools and plates it for you.

French service usually means two waiters are serving you, a front waiter, and a
back waiter. The front waiter often prepares items tableside, explains details
about the food and sometimes assists with wine pairings. The back waiter does
more routine maintenance at the table like water glasses and clearing plates.
b. Wine and spirit
Wine is made from fruit, and the juice, sometimes with added water and sugar,
is fermented with yeast. The result is a drink that is alcoholic and usually
between 8 and 14 percent alcohol.

Spirits on the other hand can be made using wine, grain, or even just plain
sugar. It is also fermented but is always the result of distilling the alcohol out of
the ‘wine’, to give a higher percentage drink. Usually between 20 and 50
percent alcohol, although some, like Everclear are about 90 percent alcohol
which is pretty much nearly pure alcohol.
c. Liquor and Liqueur
Liquor is the generic term for something alcoholic. Liqueur refers to sugary
spirits, typically eaux de vie. It has 10% sugar. They typically contain 12-20%
alcohol. Liqueur could also refer to chocolates with liqueur inside. In modern
times, liqueurs are the sweetest-tasting drinks that are ever drunk straight.
d. A la carte and table d’hote
la Carte is a menu type having a wide variety of courses that are individually
priced whereas the table d’hôte is a menu type usually with a set number of
courses, all for a set price.
e. Plate and platter service
Plate service uses plate and the platter service uses platter.

6. Explain the importance of upselling to the hotel and restaurant operation.

Upselling is a great way for you to showcase your services and product range, offering
more options to your customers, who might not be aware of upgrading options or
simply might have had other needs coming up since they made their reservation.
7. What are the things to do when guest complaints?
a. Stay Calm It might be extremely difficult to do, you must stay calm when handling a
customer complaint. This can be hard, especially since your business is probably a point
of immense pride for you. But don’t take the complaint personally; it’s not a personal
attack. Often, a customer complaint will highlight an area that you can improve upon
within your business.
b. Be Kind and Listen if a customer comes to you with a problem, it means that they want
to be heard. Even if the complaint seems trivial to you, it clearly has some significance to
them because they are taking their time to reach out to you.
c. Acknowledge the Issue After you’ve heard them out, acknowledge the problem and
repeat it back to the customer. Paraphrasing what your customer has said and repeating
it back to them lets them know that you listened and that you understand what the
problem is.
d. Apologize and Thank Them It may feel difficult, but swallowing your pride and
apologizing for your customer’s poor experience will put you miles ahead of the game.
 As with acknowledgment, apologizing does not mean that you agree with the customer,
nor are you taking the blame.
e. Make It Speedy Once you’ve gathered all of the information you need, now is your
chance to find a solution that makes everyone happy, especially your customer. The
faster you find a reasonable solution that everyone can agree on, the happier your
customer will be and you get to breathe a sigh of relief.
f. Document Their Responses Complaints often include hidden opportunities for
improving your product or service. Documenting them can help you identify flaws,
issues, and trends. It could be a product glitch that you need to immediately address. Or
maybe it’s a campaign-specific complaint that your marketing department can look into.
Whatever the case, make sure to record all customer complaints for future use.
8. How will you handle guest needs with restrictions or allergies?
The most important thing you can do to help this guest is make sure the server knows
the menu items ingredients. It will give them the confidence to proceed in a way that
will help them both. But be careful and really test the servers regularly to make sure
they know what is in your dishes, sometimes there will be resistance on their behalf.
9. Define the following:
a. Service
service in the hospitality industry is the level of assistance provided by staff
members to facilitate the purchase by the client
b. Mise en place
Mise en place is French for “putting in place” and is used for prepping kitchen
equipment and food before serving.
c. Mocktail
A mocktail is a non-alcoholic version of a cocktail.
d. Cocktail
cocktail is an alcoholic mixed drink, which is either a combination of spirits, or
one or more spirits mixed with other ingredients such as fruit juice, flavored
syrup, or cream.
e. Door knob menu
A type of room service menu that a housekeeper can leave in the guest room. A
doorknob menu lists a limited number of breakfast items and times of the day
that the meal can be served.