Food and Beverage Services

Food and Beverage
Services
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F o o d a n d B e v e r a g e S e r v i c e s N C I I
DYCian Learning Account No. 1

Introduction to Food and
Beverage Services
In this session, you will learn the duties and responsibilities of a food and beverage service
attendant/waiter. You will also learn the skills and knowledge required to provide food and
beverage service to customers in different hospitality industry establishment. You will develop
knowledge, skills and attitude to perform the task required by a waiter or a food service attendant.
At the end of the module you should be able to:

1. Know the duties and responsibilities of the food and beverage service attendant/waiter
2. Enumerate the specific duties of a food and beverage service attendant/waiter
3. Learn the organizational structure of the food and beverage personnel
Pretest
Encircle the letter of the correct answer.
1. What to do on dinner wares, glasses, etc. after coming from the dishwasher?
A. Air dry B. Blow dry C. Brush dry D. Towel dry
2. What are the standard operational procedures to be followed when handling equipment?
A. Only clean and sanitized glasses, flatware, dinnerware and other equipment shall be set up and be
used for service.
B. All service equipment must be wiped dry with clean wiping cloths to protect them from watermarks.
C. Food delivered for room service must be covered to avoid bacterial contamination.
D. All of the above
3. What is the dinner plate size in diameter?
A. 12” B. 10” C. 9” D. 8”
4. What is the correct sequence in serving meals?
A. Salad, coffee, main course, soup C. Main course, dessert, soup, salad
B. Soup, salad, main course, dessert D. Coffee, appetizer, main course, salad
5. How long at least a waiter can wash his hand using soap in the running water at the sink?
A. 10 seconds B. 20 seconds C. 30 seconds D. 40 seconds
6. What jewelry the server is allowed only to wear?
A. Anklet B. Bracelet C. Necklace D. Wedding ring
7. The waiter’s best friend?
A. Wine B. Cork screw C. Bottle opener D. Table napkin
8. If the menu calls for a Steak Ala Pobre, what wine glass should be used?
A. Red wine glass B. White wine glass C. Champagne glass D. Martini glass
9. The space required on a table for laying table appointments.
A. Cover B. Place setting C. Crockery D. Chargers
10. These tools are set on the table to the right of the dinner plate with blades facing the plate.
A. Knife B. Spoon C. Butter knife D. Dessert spoon and fork
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What is Food and Beverage Service

Attendant/Waiter?
A competent person who provides food and beverage services to guests in hotels, motels, restaurants, clubs,
canteens, resorts and luxury liners.
The FBS attendant/waiter should have the knowledge, skills and attitudes required to provide food and
beverage services to customers in different hospitality industry establishments
Duties and Responsibilities of the Food and Beverage Service

Attendant/ Waiter
Basic Function:
Takes and serves food and beverage orders according to prescribed standards of
service.
Specific Duties:
1. Preparing the dining area before the start of operation (mise en place).
2. Studies the menu and familiarizes himself with the outlet’s specialties as well
as out of stock items and undertakes suggestive selling.
3. Takes order and serve food and beverages.
4. Places orders to the kitchen and pick up orders.
5. Assists in welcoming and seating guests.
6. Presents food and bill to guest and receives payments.
7. Attends to guests’ inquiries, requests and complaints.
8. Clear table of soiled dishes .
9. Performs other duties given by the superior.
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FOOD AND BEVERAGE SERVICE PERSONNEL

Job Description:
1.
FOOD AND BEVERAGE SERVICE MANAGER –Plans, organizes,
directs and controls the delivery of services in all outlets,
guestrooms and banquets and sees to it that
policies and standards are complied with.
2. HEADWAITER or OUTLET SUPERVISOR – Oversees food and

beverage operations in his assigned outlet, and ensures
that services are carried out in accordance with prescribed
standards and policies.
3. CAPTAIN WAITER – Oversees the set-up and delivery of

services in his/her assigned station.
4. RECEPTIONIST – Welcomes and greets customers at the

entrance and escorts them to their tables.
5. FOOD AND BEVERAGE SERVICEATTENDANT/WAITER – Takes

and serves food and beverage orders according to prescribed
standards of service.
6. BUSBOY – Dining room helper and runner
7. BARTENDER – Prepares/mixes alcoholic and non-alcoholic

beverages according to prescribed standards.
8. BARBOY – Acts as runner and helper in the bar.
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Name: _____________________________________________ Rating: ______________

Grade and Section:_____________ Subject Teacher:__________________________
Due of Submission: _____________________________
Introduction to Food and
Beverage Services
Task 1. Crossword Puzzle. Read the clues below and fill in the correct answer.
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Task 2. Answer the following questions briefly:
1. What are the qualities of a good waiter?

_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
2. How do waiters work?
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
3. What skills do waiters need?
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
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Types of Food Services
In this session, you will learn the rules and procedure of American, French, Russian and Buffet service
and identify the role of a food and beverage service attendant/waiter in the different types of
service practiced in restaurant or any food establishment.
At the end of the learning account you should be able to:

1. Describe the American, French, Russian and Buffet service.
2. Apply the rules in the different types of food services.
AMERICAN SERVICE
▪ It is commonly used because of its simplicity
yet elegant service.
▪ The food is prepared in the kitchen and
arrange on the plate which is to be served
directly to the guest, it is also called as PLATE
SERVICE.
▪ In this service, equal portioning and
uniformity in plate presentation must be given
attention.
TYPES OF
TABLE
SERVICE
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General Rules of American service
1. Serve plated food from the left of the guest, using your left
hand. Move in a counter clockwise direction whenever.
2. Clear plate from the right of the guest, using your right hand.
Stack them on your left hand, wrist and forearm. Move forward
in a clockwise direction.
3. Items located on the left side such as B&B plate, for and
others are cleared from the left side of the guests. Do not reach
across the guests.
4. Serve beverages from the right side of a guest with your right
hand, travelling in a clockwise direction.
Reminder: Soup is served and cleared at the right side of the guests
using right hand.
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RUSSIAN SERVICE
▪ In this service the meat is precut in the kitchen and then rearranged on
the platter.
▪ Also known a PLATTER SERVICE
▪ The cooks always do a nicer job to carve and garnish platters
▪ For banquets this was the preferred way and it allows a speedy service
without rechauds straight from the platter onto the patron’s plates.
▪ It is commonly used for banquets and formal sit-down meals where all
guests are having the same menu.
General rules of Russian service:

1. Use a separate service spoon and service fork for each dish.
TYPES 2. Hold platters parallel to the floor at all times. Make sure the
platter is balanced.
OF
3. Serve ladies first. Stand slightly behind and to the left of the
TABLE person to be served, your feet together and back straight. Step
SERVICE forward with your left foot into the space between the guests,
placing the platter between the guests, and over the table
space.
4. Lower your body using your legs and keeping your back
straight.
5. Keep the platter level and balanced.
6. Lower the platter until it is approximately 1 inch above the
plate to be served. Never allow the platter to touch the guest’s
plate.
7. Do not attempt to serve from a platter higher that 1 inch
above the guest’s plate to avoid spoillage.
Tip! Utensils are always in the right had, as the platter is
always in your left hand.
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FRENCH SERVICE
▪ It calls for a much table side work.
▪ The food cooked to perfection and garnished with much care
is brought on show platters to the guest.
▪ Most of the carving and portioning were done in front of the
guest.
▪ The carving at a table is also typical for French Service, so are
the cooking and flaming at the patron’s table.
TYPES OF
Role of two waiters working together to prepare and TABLE
serve the meals:
1. Chef De Rang (experienced waiter) – seats the guests; takes the SERVICE
orders; served the drinks; prepares some of the food with flourish
tthe guests’ tables and presents the check for payment.
2. Commis de Rang (assistant) –takes the order from the chef de rang;
picks up the food fr de rang; clears the dishes and stand reaom the
kitchen and carries it to the dining room; serves the plate as dished
by the chef de rang; clears the dishes and stands ready to assist
when necessary.
General Rules of French service:

1. Food is plated directly from the pan to the guest’s plate when the
gueridon serves as the working station.
2. Serve food and beverages from the right side of the guests using the
right hand, right foot forward except small items like bread and
butter.
3. Clear food and beverages from the right side of the guests using the
right hand except items located on the left side.
4. Serving movement should be in clockwise direction.
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BUFFET SERVICE
❑ A type of service in which guests select their meal from an
attractive arrangement of food on long serving tables.
❑ Food is usually stocked in warmers or chaffing dishes which are
properly arranged from light to heavy meals.
❑ Buffet service is a faster service and prices are usually lower
than in other types of service.
TYPES OF
Things to remember in Buffet Service: TABLE
1. Serve at different heights – use stacked plates to give some height, SERVICE
with higher things at the back of the table and lower ones at the
front. This adds visual interest and helps with traffic flow.
2. Go in order – Never put flatware, if you’re using it, at the
beginning of the line or buffet. It’s one more thing for people to
hold as they navigate through the food selection. Always put it at
the end, on a separate table if possible. Sometimes utensils are
already set on the dining table.
3. Multiples of everything – Fan out several piles of cocktail napkins
or small plates; you want more than one pile so guests don’t have
to wait behind someone else to just reach in and snag a plate or
napkin.
4. Keep platters/chafing dishes filled – Nothing’s worse than a picked
over tray, half empty. Use smaller platters or serving trays, and
have several of them ready in the kitchen.
5. Waste disposal – Put at least one trash can under your serving
table, or to the right side.
6. Choose color carefully – if your serving saucy things, avoid white
tablecloths. But dark tablecloths show crumbs and smeared icing
even more, so judge according to what you’re serving.
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General rules on Buffet service:

1. Reserve pre arranged food in a chaffing dish for refilling. Never
refill food in the dining area using any type of plate.
2. All serving utensils must be placed in an underliner plate
3. Names of each dish must be displayed on the buffet table using
a tent card.
4. Service personnel are responsible for maintaining the smooth
traffic flow of
guests.
Arranged in the following order:
1. Appetizer
2. Soup with bread
3. Salad
4. Main course NOTE: The buffet set up
5. Dessert is arranged from
6. Beverages lightst to the heaviest.
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Name: _____________________________________________ Rating: ______________

Types of Food Service
Task 1. Matching Type. Match column A with the correct answer on column B. Write the letter
of your answer on the space provided before the number.
____1. Food is usually stocked in chaffing dishes A. Russian service

which are properly ranged from light to heavy meals. B. Buffet service
____2. Used for banquets and formal sit-down meals A. French service
Where all guests are having the same menu. B. Russian service
____3. The cooking and flaming is done at the patron’s table. A. American service
B. French service
____4. Equal portioning and uniformity in the plate presentation A. Buffet service
Must given attention. B. American service
____5. It allows a speedy service without rechauds straight from A. French service
The platter onto the patron’s plates. B. Russian service
Task 2 .Write “Yes” if you agree with the statement, write “No” if any part of the statement is
incorrect. Write your answer on the space provided before each number.
1. Using of white cloth in setting the table is preferred but not mandatory.
2. Heavily scented flowers can be used as a centerpiece
3. The coffee cup handle should be in its 2 o’clock position.
4. Chipped or cracked equipment should not be used.
5. Butter knife is placed at the center of the saucer with the handle toward the
guest.
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6. The buffet set-up is arranged from heaviest to the lightest.
7. Items located on the left side such as B&B plate, for and others are cleared
from the left
side of the guests. Do not reach across the guests.
8. Lower your body using your legs and keeping your back straight in lifting the
food tray.
9. Do not attempt to serve from a platter higher that 1 inch above the guest’s
plate to avoid
spoilage.
10.Always put flatware, if you’re using it, at the beginning of the line or buffet.
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Dining Tools and Equipment
In this session, you will learn the different dining tools and equipment used by waiters commonly
found in restaurants and other food establishments

1. Identify the table appointments used in the food service establishments
2. Classify the different dining tools and equipment
3. Prepare service stations prior to service
Table Appointments are implements or tools used for

dining or eating.
Table Appointments are:

1. Linens
2. Silverware or Flatware
3. Chinaware or Dinnerware
4. Beverageware or Glassware
5. Centerpiece or table Decoration
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1. LINENS – Used to cover tables to protect tables’

surface, beautification and insurance of quieter service.
TYPES OF LINENS
1. Table cloths –whole pieces of table linens used to cover
tables for dining.
2. Runners – long narrow decorative strip of cloth, used on
bare tables.
3. Top cloths – pieces of materials placed over the table
to avoid constant laundering of large pieces of linens.
4. Silence cloths – a pad, usually a flannel or felt used
under cloth.
5. Placemats – small, rectangular mats used to hold the
entire place setting.
6. Napkins –square pieces of cloth or paper used to wipe
fingers and lips when dining.
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LAYING THE TABLE CLOTH

❑ Before laying the table cloth, the table and chairs
should be in their correct position.
❑ The table top should be clean and sanitize. White
colored cloth is preferable but not mandatory.
❑ Check the table for steadiness, if the table is
unstable, it must be stabilized.
❑ Table cloth should be centered both vertically and
horizontally, the drop should be equal on all sides
❑ The table cloth hang should be 10-15 inches from
the edge of the table
CLASSIFICATION OF TABLE
NAPKINS
Interesting! ✓ Dinner napkins – measures 18 to
24 inches square
✓ Luncheon or breakfast napkins –
measures 9 to 12 inches square
✓ Tea napkins – used for snacks or
tea and are 6 to 9 inches square
✓ Cocktail napkins – small pieces of
napkins and are 4 to 6 inches
7 BASIC NAPKIN FOLDS square
Pyramid Fan with stand Lotus Bishop’s hat Candle
Birds of Paradise Banana
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BASIC NAPKIN FOLDING
Pyramid Napkin Fold

STEPS:
1. Fold he napkin in half diagonally.
2. Fold the right end up to meet the far corner, ensuring the edge of this new fold
lays on the centerline.
3. Repeat the last step with the left side, folding the left tip up to the far corner,
creating a diamond shape with a seam running down the center. Turn the napkin
over, keeping the open end facing away from you.
4. Fold the napkin in half by bringing the farthest point of the diamond up and back
to the nearest point.
5. Turn the napkin over again, this time keeping the open end facing towards you.
6. Fold the napkin along the center seam and you have a neat, sturdy pyramid
Candle Napkin Fold
STEPS:
1. Fold the napkin in half diagonally, the open end points away from you
2. Fold the long side just about an inch. Press this fold down well.
3. Starting at either end, tightly roll the napkin into a cylinder; Be careful to roll it
straight so it will stand solidly.
4. Tuck the end of the roll into the base on the backside and stand it up
Bishop's Napkin Fold
STEPS:
1. Fold the napkin in half diagonally, the open ends are pointing away from you.
2. Fold the right-corner up so that the point rests directly on top of the middle-
corner. The edge of this new flap should lay on the center line of the napkin.
3. Repeat the previous step on the other side, bringing the left-most corner up to
meet the middle-corner, creating a diamond shape.
4. Fold the bottom of the napkin up about 2/4’s of the way and press this fold down
well.
5. Fold the smaller triangle down so the point rests on the near edge of the napkin.
6. Curl the left and right sides of the napkin up so they meet in the middle and tuck
one into the other.
7. Stand it up and tug at it where needed to even it up and roun
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Fan with Stand Napkin Fold
STEPS:
1. Fold the napkin in half, the open end towards you.
2. Fold the napkin like an accordion starting at either narrow ends. Leave one end
with 2-3 inches of unfolded napkin to support the standing fan.
3. Fold the napkin in half with the accordion folds on the outside.
4. Grasp the unfolded corners where they meet on the open end and fold them in
diagonally, tucking them under the accordion folds.
5. Open it and stand it up.
Birds of Paradise Napkin Fold
STEPS:
1. Fold napkin in half and then half again horizontally.
2. The fold in half diagonally with points on the top and facing up.
3. Fold left and right sides down along center line, turning their extended points
under.
4. Fold points of bottom corners underneath and fold in half on long end.
Lotus Napkin Fold
STEPS:
1. Fold a dinner napkin in half diagonally both ways, pressing to crease;press all
folds as you go.
2. Open the napkin, and then fold all four corners to the center, creating square.
3. Flip the napkin over, and fold the corners to meet at the center.
4. With a finger pressing down on the center of napkin, reach underneath and pull
up the flap at each corner to create the
lotus petals
Banana Napkin Fold
STEPS:
1. Start with the napkin prefolded as a triangle.
2. Fold one corner up and then the other. Fold the bottom corner up towards the
others and back down again.
3. Turn the napkin over. Fold in one de. Fold in the other side and tuck it inside the
first. Turn the napkin over.
4. Open it like a tube. Spread apart the “peel”, and stand it up.
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Task 1. Match the name of the linens that is used to cover the tables ‘ surface. Write the
letter of the correct answer on the space provided before the number.
_______1. A. Table Runner

B. Silence Cloth
_______2. C. Placemats
D. Tablecloth
_______3. E. Top Napkin

F. Top Cloth
_______4.
_______5.
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CENTERPIECE /TABLE DECORATIONS
o the finishing touches that are essential to the overall harmony of a table.
o Flower arrangements, fruit arrangements, vegetable centerpieces or a combination
of these three are popular items.
o Candles are essential for formal dinner.
Rules in the use of centerpiece/table decorations:
1. Keep them low so people can see and converse across the table.
2. Centerpieces need not be always at the center.
3. Decorations on the buffet service are larger and taller than dinner table decorations.
4. Use candles after dusk; they should burn above or below the eye level.
5 Suit centerpiece to the occasion.
6. Always check for contrast as well as color harmony to achieve balance and coordination
between table appointments and centerpieces.
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Task 2. Identify whether the table appointments are F -flatwares, G -glasswares or D-

dinnerwares, used in dining or eating. Write your answers on the space provided.
1. 2. 3. 4. 5. 6. 7. 8.
9. 10. 11. 12. 13. 14. 15. 16.
17. 18. 19. 20.
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DINNERWARE
❑ The appointments were called chinaware before
and are used to hold food in dining or for serving
Show plate 11-13” Dinner plate

Diameter 10” in diameter
Fish Plate 8”-9” Salad Plate Coffee cup & Appetizer Bread & Butter
8-8.5” saucer Plate 6” Plate 6-7”
Salad bowl Consomme cup Coffee cup & saucer soup bowl
platter
Soup turren
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FLATWARE – formerly called silverware, use

to scoop, spear, and cut food.
SPOON
Dinner Soup Dessert Coffee Demitasse

Spoon Spoon spoon Teaspoon Spoon
KNIFE
FORK
Dinner Steak Fish Salad Bread and Butter

Knife Knife Knife Knife Spreader
Dinner Salad Dessert Appetizer Escargot fork

Fork Fork Fork Fork Fork
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GLASSWARE/
BEVERAGEWARE
Goblet Red Wine White Champagne Champagne High Collins

/waterglass Wine Flute Tulip Ball
Martini Champagne Beer Mug Pilsner Irish Coffee Hurricane
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Name: _____________________________________________ Rating: ______________


Dining Tools and Equipment
Congratulations and thank you for finishing this module! You’ve just had an
amazing learning journey and sure, you will also do the same in the
succeeding modules. At this point share your significant insights by completing
the given reflection card.
REFLECTION CARD
1. What is the proper care and wise selection of table appointments?
-
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
2. Have you used any of the table appointment mentioned in the module? Can
you describe them?
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
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Handling Flatware and Glasswares

A. Handling Flatwares
▪ Always use a lint-free cloth to wipe wet flatware for this will prevent water marks
▪ Always hold flatware at the waist. Do not touch the top or bottom area to avoid
fingerprints.
▪ Handle flatware with a cloth napkin to avoid fingerprints.
B. Handling Glasswares
▪ Never handle glasses by the rim
▪ Hold stemmed glassware by the stem.
▪ Grasp a non-stemmed glassware at the base.
Carrying and unloading Trays

A. How to Carry and Serve using s Small Tray
▪ Carry the tray at waist level.
▪ Carry the tray with your left hand and serve beverages using your right hand,
right foot forward.
B. How to Carry a Large Tray/Oval Tray
▪ Your body should be parallel with the tray stand.
▪ Bend your knee as if you are about to kneel. Use your legs to stand up to give you
the strength to lift up the tray.
▪ Balance the tray. Then, slide the tray on to your shoulder and use the palm of
your hand to hold the tray. Put the tray on your left shoulder so that your right
hand is free to control the tray.
▪ Your arm (elbow to wrist) should be at the right side of the tray to support the
weight of the tray.
C. Carrying and Unloading a
Rectangular Tray
▪ Ensure that the tray is
Here's your balanced.
Steak A la ▪ The board side of the tray
should be along the
Pobre! access of the rim.
▪ Hold the upper left arm
close to the body and lock
your left elbow.
▪ Use your left hand to grip
the far rim of the tray if it’s
possible to do so.
▪ Always maintain the
balance of the tray in
serving.
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DYCian Learning Account No 4

Table Setting FOOD AND
BEVERAGE
In this session, you will learn the basic set-up procedures for a fine dining restaurant that serves
SERVICES
different types of meals. You will also learn the four most common set-up based on the preference
of the management and depending on the orders of the guests.

1. Identify the table appointments needed in setting up the table.
2. Demonstrate ability in setting the table for breakfast, lunch and dinner.
3. Prepare the table set-up based on the menu given or guest's order.
Task 1. Choose the items that might be needed in setting up the table for dinner.
Tick the circle that corresponds to your answer.
1. 2. 3.
4. 5. 6.
7. 8 9. 10.
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What is Place Setting

or Cover?
❑ Its is used to refer to the space used by one person at the table. The space
for each person including flatware, glassware, dinnerware and napkin. A
width of at least 20 inches should be allowed for each cover,, and even
greater width is desirable if the table is large enough.
How do I set
the table?
11 12
❑ Table setting 9(laying a table) or place
10 setting refers to the way to set a table
with table appointments. 2
8 6
1
7
3
5 4
LEGEND:
1. Show plate/service plate 7. Coffee teaspoon
2. Goblet/water glass 8. Bread and butter plate
3. Dinner fork: 9. Bread and butter knife/butter spreader
4. Dinner knife 10. Centerpiece/table decoration
5. Table napkin 11. Coffee creamer and sugar set
6. Coffee cup and saucer 12. Salt and pepper shaker
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How to place the

dinnerware?
❑ If bread-and-butter plates are used, they are
placed at the tip of the fork
❑ If hot beverage is to be served at the table,
place the cups and saucers at the right side of
the cover.
❑ Put the salt and pepper shakers ta the top of
each cover, one pair between the two covers
slightly above them
❑ Each cup should be on its own saucer with the
handle of the cup at the right on its 3 o’clock
position
How to place the

glassware?
❑ Tumblers or goblets are placed just above the
knife
❑ If two glasses are needed, place the second
glass at the right of the goblet or water glass
❑ For iced beverages, the coaster or under plate
is used
Interesting!
How to place the
centerpiece or table
decorations?
❑ Whatever the decoration you select, it should
be of good taste and be artistically arranged
❑ Table decoration is usually placed at the
center of the table because there is no other
place for it when the entire table is set
❑ If there are no covers at one end or along one
side of the table, the decoration may be
placed off center on either the vacant end or
side
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What are the most common

types of table settings?
1. A la Carte set-up
2. American set-up
3. Russian set-up
4. French set up
A la Carte Set-Up American Set-Up
French Set-Up Russian Set-Up
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Name: _____________________________________________ Rating: ______________

DYCian Learning Account No 4

Table Setting
Task 2. Identify the names of the table appointments used in the basic table set-up.
Write your answer on the space provided.
9
2
4 3
7
1
5 10
6
8
1. _____________________________________
2. _____________________________________
3. _____________________________________
4. _____________________________________
5. _____________________________________
6. _____________________________________
7. _____________________________________
8. _____________________________________
9. _____________________________________
10. ____________________________________
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Welcoming the Guest
In this session, you will learn the proper way of welcoming, greeting and seating the guests.
Practicing the skills of guest service relations by assisting the guests and making sure that the
reservation details are followed (for registered guests) and allocating tables for guests, asking their
preferences for guests without reservations. You will also learn how to accept a booking or
reservation from the potential guest via a telephone call.

1. Learn the standard operating procedures in accepting booking/reservation from guest.
2. Know and demostrate the standard operating procedures in welcoming and greeting the guests.
3. Show effective communication skills
TAKING BOOKING/RESERVATION
Steps:
1. The receptionist is the personnel assigned in taking seat reservations from guests.
Once the phone rings, the receptionist will greet the guest by saying:
Good morning/afternoon/evening, Crystal Restaurant, Maria speaking.
2. Immediately ask the name of the guest to address him/her properly.
“May I have your name, please?” Use the surname in addressing the guest to make it
formal.
3. Ask the mobile number or email address of the guest by saying:
“Can I have your mobile/contact number sir?”. This is done so that you can contact him/her
when technical problem arises.
4. Ask the guest: “When would you like to reserve a table Mr. Dela Cruz? On what date and
time?
A table for how many guests sir/ma'am?”
5. Aks the guest on their preference: “ Where would you like to sit?
Do you prefer a smoking or non-smoking area?
6. Ask the guest also if they have any special request or needs by saying:
“Do you have any special request or needs?”
7. Tell the guest to wait in a bit for you to heck the availability of the requested reservations.
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8. Just a courtesy tell them that you are sorry to keep them waiting and tell them if the reserve
seats are vailable or not.
“ I’m sorry to keep you waiting, I’m happy to say that the table you reserved is available.”
9. Repeat the details of the reservations to avoid mistakes and complaints from guests.
“May I repeat the table reservation details, a table for two on Sunday, February 15, at 6 P.M. in
the name of
Mr. Juan Dela Cruz and your mobile number is 0917 123 4567, Is the details correct?”
10. Tell the guest about the restaurant policies on holding reservations by saying: “Sir we will hold
the reservation
until 6:30 P.M., if you will not arrive after 30 minutes of waiting, we will make the tables available
for walk-in customers.
Advance payment is needed if the reservation is for a big group.
11. Thank the guest for calling by saying: “Thank you very much for calling Mr. Dela Cruz.
We look forward to seeing you at our restaurant. Have a great day ahead!
WELCOMING/ GREETING THE GUESTS

Steps:
1. As soon as the guest enters the restaurant, acknowledge his/her presence by greeting “Good
morning, afternoon, depending on the hour of the day.
2. If known, greet the guest by their names (surname) using prefixes like Mr., Ms., Atty., etc.
3. If the guest is a repeat patron, greet them by saying, “ I'm glad to see you again sir/ma'am”.
4. Greet the guest with a sincere smile, taking also into consideration the tone of your voice
and body language.
Sample phrases/script uttered by waiters:
“Good morning/afternoon/evening, Mr./Ms. Dela Cruz. Welcome to Diamond Restaurant. Do
you have a reservation ma’am/sir?
Okay ma’am/sir, the reservation is under what name? I’ll just check it, wait for a while.
Okay ma’am/sir you have a reservation for two and you prefer a non-smoking area. This way
please.
34
UNFOLDING NAPKIN AND SERVING/FILLING GOBLET WITH WATER

UNFOLDING THE NAPKIN
Steps:
1. Position on the left side of the guest, using the left hand pick up the napkin.
2. Unfold the napkin from its fold and say: “Excuse me Sir/Ma'am, may I lay the napkin on your
lap?”
and gently place it cross the guest's lap.
3. Unfold the napkin of the ladies first.
SERVING/FILLING OF THE WATER GOBLET

Steps:
1. Position on the right side of the guest, using right hand, get the pitcher and a table
napkin placed on your left arm.
2. Pour the water onto the glass placed at the tip of the knife,
and say: “Excuse me sir/ma’am” (pour the water ¾ filled).
3. Move around the table pouring the water, serving the host last.
4. Offer water throughout the entire meal or as required.
OFFERING/SERVING APERITIF DRINKS AND SERVING BREAD

OFFERING AN APERITIF DRINK
Steps:
1. Position to the right side of the guest. Offer the beverage list or suggest the
specialty drinks
of the restaurant by saying: “May I suggest a glass of aperitif like dry martini or
dry sherry to
start your meal?”
2. Assist the guests in making their choices by mentioning the basic ingredients of
the
pre-dinner drinks/cocktails.
3. Get the order, repeat and say: “Okay sir/ma’am, thank you, please wait for a
while.
4. Serve the aperitif drinks on the right side using round/cocktail tray, use coaster
for iced
drinks and mention the guest about the beverage name.
35
SERVING BREAD
Steps:
1. Use the left hand to carry the bread basket and use the right hand to carry
serving fork and serving spoon
or tong.
2. Serve from the guest's left side , transfer the bread from the basket to the
bread and butter plate using
serving tool.
3. Ask the guest on their bread preference if there are choices and the number
of pieces they want. Ask the guest: “How many pieces of
bread do you want Sir/Ma'am?” or “What bread do you prefer, we have soft
roll, poppy
seed and focaccia.”
PRESENTING MENU AND TAKING ORDERS

TYPES OF MENU
1. A la Carte Menu
▪ A la Carte literally means to “according to the card”
▪ This menu allows the customer to chood=se the number and type of dishes.
It lists all the dishes available,
arrange in courses and priced separately.
▪ It offers a large selection of dishes which are individually priced.
▪ Customers can choose and combine their own meal from a selection on
the “menu card”.
▪ The service and preparation requires time and thus customers have to wait
for their orders.
36
2. Table d' hote Menu

▪ Literally translates to “table of the host”.
▪ It usually includes a fixed and limited number of courses, the price is set or fixed,
and all guests are served
the same meal., one course at a time.
▪ This simple style of menu is very popular because it is easy to control costs and
there is little food wastage.
The set price is charged whether or not the entire meal has been consumed.
Content of Menu
1. Appetizers
2. Soups
3. Entree
4. Main Coure
5 Dessert
6. Beverage
PRESENTING THE MENU

Steps:
1. Position on the left side of the guest,bring n order slip/docket writing pad and a pen.
2. Present the menu to the guest with the menu open and say:“Excuse me sir/ma’am, May I
present the menu for your selection?”
3. Step back and wait for a while until the guest is ready to order. Step back and ask: “May I
now take your order?”
37
Explaining the menu, suggestive selling and taking the order

Steps:
1. When the guests is ready to order, stand near the table, stand straight with both
feet on the floor.
2. Offer and explain the house specialties and menu enthusiastically by saying:
“Would you like to try the specialty of the house. It’s Chicken
Marbella, I’m sure you’ll like it.” or “For a starter, may I suggest/recommend our
best selling appetizer, it’s smoked salmon.” or
“Would you like to try our hot steaming soup? You have a choice of Nido soup
and Pumpkin soup.”
3. Make suggestions and offer alternatives. Ask the manner of preparation:
“How would you like your steak done, Is it rare, medium rare or well done?” or
“What dressing would you like to go with the salad, Thousand island dressing or
Italian dressing?”
4. Take the order of th guest, ladies first before gentlemen, unless the host will order
for the group.
5. Write the order of the guest and repeat it accurately by saying:
“I’ll repeat your order sir/ma’am”,_____________”Will that be all sir/ma’am?”
Thank you sir/ma’am food will be served in 15 minutes.”
6. Always smile and be attenive.
38
Name: _____________________________________________ Rating: ______________


Welcoming the Guest
Task 1. Create your own A la Carte menu that includes Appetizer, Soup, Salad, Main
Course, Dessert and
Beverage. List three dishes from each content of menu with corresponding
prices.
Appetizer Price
1. _______________________
_________
2. _______________________
_________
3. _______________________
_________
Soup Price
1. _______________________
_________
2. _______________________
_________
3. _______________________
_________
39
Salad Price
1. _______________________
_________
2. _______________________
_________
3. _______________________
Main Course
_________ Price
1. _______________________
_________
2. _______________________
_________
3. _______________________
_________
Dessert Price
1. _______________________
_________
2. _______________________
_________
3. _______________________
_________
40
Task 2. Read the situation. Explain what went wrong.

After the guests have given their orders and the waiter left the table, the waiter
returns back to the table and do the up selling by recommending some menu items.
During such time, the guests changed their minds and cancelled the previous
ordered menu items, instead they ordered just the recommended menu item. What
was wrong?
ANSWER:
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
41

Serving and Clearing Food
and beverage Orders
In this sesion, you will learn how to complete the table set-up based on the guests' order and the
table service the restaurant uses. You will learn to serve foods according to sequence. Basic
procedures in serving food should also be followed.
1. Identify the table appointments needed in setting up the table based on the guests' order.
2. Learn how to properly serve foods according to sequence.
COMPLETING THE TABLE SET-UP

Steps:
1. After taking the order, set the table or rectify the table set-up based on the food ordered.
2. Prepare the fatwares for each guest, use small plate and napkin on top of the plate then
place the flatwares.
2. Move around the table to correct the covers.
3. Remove the coffee cup and saucer if coffee is not ordered.
SERVING THE FOOD ACCORDING TO THE SEQUENCE

Steps:
1. Always serve the ladies first or children first if there are or the guest of honor if present.
2. Mention the name of the dish or drink as you serve it before placing it on the guests' table.
For food: (Appetizer, Soup Salad, Main Course, Dessert, Beverage)
“Excuse me, Madam here is your smoked salmon”
“Excuse me, you’re having Chicken Marbella, enjoy your meal”.
For drinks: (Aperitif, Wine, Cocktail Drink/Juices, Coffee or Tea)
“Your dry sherry, madam. Enjoy your drink”.
42
3. Serve and pour all beverages from the right side of the guest.
4. Fill glass 3/4 full, never fill the glass to full.
5. Serve solid food on the left side of the guest using the waiter's left hand, serve beverages on the
right side of the guest using right hand.
6. Never reach across the guest.
7. Always have a clean napkin ready placed on your left arm, it can be used in case of emergency
to wipe the table.
8. Always use a rectangular tray in serving food and round/bar tray in serving beverages.
9. Never put your thumb inside the plate containing the food or the rim of the glass containing
beverages.
10. Continuously refill the water glass/goblet with water.
CLEARING SOILED DISHES

Guidelines in removing soiled plates and flatwares
1. Clear/buss soiled dishes in the least possible time and in the most efficient manner.
2. Clearing/bussing is done on the right side of the guest except for bread and butter plate by
saying: “Excuse me,
sir/madam May I clear the table now?”
3. After serving the main dish, make a 3 minute check (replenish the goblet with water, check the
salt and pepper
shaker, etc).
4. Before serving the dessert, crumb the table first using small plate and a clean table napkin, bring
down the
dessert spoon or fork.
3. Remove the glasses first
learing the table:
“Excuse me, sir/madam May I clear the table now?”
Bussing out....
43
Task 1. Identify the table appointments needed in order to complete or rectify

the set-up of the table based on the order of the guest. Write your answer on the
space provided below.
Dinner Set Menu 1
Nido Soup
Carrot Raisin Salad
Fish with lemon Sauce
Blueberry Cheese Cake
White wine
___________________ _____________________
___________________ _____________________
___________________ _____________________
___________________ _____________________
___________________ _____________________
___________________ _____________________
___________________ _____________________
___________________ _____________________
Dinner Set Menu 2

Caesar Salad
Steak Ala Pobre
Creme Brulee
Red wine
_
__________________ _____________________
___________________ _____________________
___________________ _____________________
___________________ _____________________
___________________ _____________________
___________________ _____________________
___________________ _____________________
___________________ _____________________
44
WINE SERVICE
Presenting the wine:
1. Bring the wine to the guest, the wine should be presented with a clean napkin
held underneath the bottle.
2. The presentation is performed by holding the bottle toward the guest who
ordered the wine with the label facing
uppermost so that it is easily seen.
3. As the bottle is presented , should announce the following:
“Excuse me Sir/Madam, May I present the wine?”
“This is Cabernnet Souvignon (red wine)/ Chardonnay (white wine) from
Italy, 2007,
this is 750 ml and contains 10% of alcohol.”
Uncorking the wine:

1. Remove the foil first with a knife just under the lip of the bottle. Then removed
portion should then be
discarded and the tip of the bottle should be cleaned of any residue with a
cloth napkin.
2. Remove the cork as gently as possible and present the cork to the host or the
person who ordered the wine
by placing it within his easy reach.
“ Excuse me Sir/Ma’am, here’s the cork for your evaluation.”
Pouring the wine

1. Before the wine is served, it must first be sampled and approved by the host
or the person who ordered.
2. Pour an ounce of wine into his glass and wait for his approval.
3. Ask the guest if they want you to leave the bottle of wine on the table.
45
Tools in Wine Service
TABLE NAPKIN
CORK SCREW
WINE BUCKET
RED WINE GLASS
WHITE WINE GLASS CHAMPAGNE GLASS
WINE BASKET
46
Types of Wine
Aperitif wines
 It stimulates the appetite for
the meal, dry white wines is
the most popular
Sparkling wines
 A wine with significant levels
of carbon dioxide in it, making
it fizzy.
 Very versatile type of wine.
Table wines
 Generally serve along the
food. It s 10% alcohol.
Dessert wines
 Sweet wines typically
served along with the
dessert.
47
Name: _____________________________________________ Rating: ______________

DYCian Learning Account

No. 6
Serving and Clearing Food and beverage Orders
Multiple choice: Choose the letter of the best answer. Write your answer
on the space provided before each number.
_______1 .What is the waiter’s best friend?

A.Menu card B. Cork Screw C. Swiss Knife D. Bill
Folder
_______2. The glasses are set above the plate to the right in order of use.
From left to right this is the order;
A. Red wine glass, white wine glass, water glass
B. Water glass, red wine glass, white wine glass
C. Water glass, white wine glass, red wine glass
D. White wine glass, red wine glass, water glass
_______3. The following are considered an aperitif drink except;
A.Beer B. Dry wine C. Tea D.
Fruit Juice
_______4. What is the best wine accompaniment for steak?
A.White wine B. Red wine C. Champagne D. Dessert
wine
_______5. What is the best wine accompaniment for chicken cordon
bleu?
A.Dry wine B. White wine C. Red wine D.
Sparkling wine
48

Handling Guest Complain
In this sesion, you will learn how to handle guests' complaint. Handling guests' complaints entails a
lot of patrience, understanding and skill in people management. The way you handle complaint
will determine whether you would get repeat patrons or not.
1. Learn the standard procedure in handling guests' complaints.

2. Demonstrate ability in handling guests' complaints.
A FRAMEWORK FOR HANDLING CUSTOMER CONCERNS

I. DEAL WITH THE FEELINGS
Look favorably on the customer's motives. Remember that a concerned customer is doing your
business a favor.
II.DEAL WITH THE PROBLEM
A. Clarify the concern
1. Apologize.
2. Find out what the customer wants.
3. Do not jump to conclusions
4. Let them tell you exactly what they want. Ask: “What can i do to help you right now?”
5. Repeat the facts back to the customer.
B. Take Action
1. Be familiar with company policies and rocedures.
2. Be aware of the limitations of your position.
3. Suggest alternatives.
4. Never suggest alternatives you cannot deliver.
5. Agree on a solution.
C. Refer the customer to the proper authority
1. If you do not have the authority to effectively deal with the concern, refer the customer to
someone who does.
2. Maintain responsibility for solving the problem.
3. Explain the situation as you see it.
4. Thank the customer for bringing the problem to your attention.
D. Follow up Check that the course of action agreed upon is carried out as soon as possible.
49
BE PROUD IF....
1. You've ATTEMPTED to handle the concern
2. You've been approachable.
3. You've listened with an open mind.
4. You've tried to the best of your ability.
5. You've learned how to handle the situation better next time.
DON'T TAKE IT PERSONALLY.
TAKE IT PROFESSIONALLY.
PRESENTING BILLS, BIDDING GOODBYE AND

PROVIDING END-OF-MEAL- SERVICE
In this session, you will learn to present bills to guests. Presenting it inside the bill
folder or bill tray to the left side of the guest. A guest bill should not be
presented unless the guest ask for it. Always acknowledge the amount given
when they pay in cash, mention what credit card is given and request for an
id to process the payment. You will also learn how to bid goodbye to guest, it
is as important as welcoming them and provide the guest end-of -meal
service by assisting them as they leave the restaurant, offering them help in
carrying their luggage’s hailing a taxi cab or calling their driver or lending
them an umbrella if it is raining, etc.
PRESENTING/SETTLING THE GUEST CHECK/BILL

Steps:
1. A guest's check/bill should not be presented to the guest unless they
requested for it.
2. Position on the right side of the guest and say:
“Sir/Madam, May I present the bill?”
“Sir/Ma’am, I received PhP2,000, please wait for a while.” (If the guest pay in
cash)
Or “Sir/Ma’am I received your Master Card and your ID, please wait for a
while.” (If the guest pay using credit card)
3. The bill should be presented using bill folder or bill. Bring bck the guest change
by saying:
“Sir/Ma’am this is your change.” Or “Sir/Ma’am please sign, this is your Master
card, ID and receipt.”
50
BIDDING GOODBYE, THANKING THE GUEST AND PROVIDING END-OF-MEAL SERVICE

1. When the guests are ready to leave, the waiter must pull out the
chair of atleast the oldest or the ladies in the group ans say: “Thank
you, Sir/Ma’am. Do visit us again” Or “Thank you Sir/Madam, We look
forward to your next visit.”
2. The waiter must help the guests in gathering their belongings that
they may forget when they leave.
3. The waiter must thank the guest for their patronage and bid them
goodbye graciously.
“Thank you Sir. We look forward to

your next visit.”
END OF THE MEAL

“Madam, may I help
you with your
luggage?”
Provide the guest assistance upon leaving the restaurant:

“Sir/Madam, would you like me to call a taxi cab for you?”
“Sir/Ma’am, would you like me to call your driver?’
“Madam, you forgot your luggage”. Or “Madam, may I help you with your luggage”
“Sir/Ma’am, it’s raining outside, we have an umbrella, let me accompanied you to your car”
51
WINE SERVICE
Presenting the wine:
1. Bring the wine to the guest, the wine should be presented with a clean napkin
held underneath the bottle.
2. The presentation is performed by holding the bottle toward the guest who
ordered the wine with the label facing
uppermost so that it is easily seen.
3. As the bottle is presented , should announce the following:
“Excuse me Sir/Madam, May I present the wine?”
“This is Cabernnet Souvignon (red wine)/ Chardonnay (white wine) from Italy,
2007,
this is 750 ml and contains 10% of alcohol.”
Uncorking the wine:

1. Remove the foil first with a knife just under the lip of the bottle. Then removed
portion should then be
discarded and the tip of the bottle should be cleaned of any residue with a
cloth napkin.
2. Remove the cork as gently as possible and present the cork to the host or the
person who ordered the wine
by placing it within his easy reach.
“ Excuse me Sir/Ma’am, here’s the cork for your evaluation.”
Pouring the wine

1. Before the wine is served, it must first be sampled and approved by the host or
the person who ordered.
2. Pour an ounce of wine into his glass and wait for his approval.
3. Ask the guest if they want you to leave the bottle of wine on the table.
52
Name: _____________________________________________ Rating: ______________


Handling Guest Complain
Task 1. Arrange in order the sequence of table service. Write numbers 1-10 on
the blank provided.
________1. Taking beverage orders.
________2. Serving food orders
________3. Bidding goodbye
________4. Presenting the bill
________5. Welcoming/Greeting of guest
________6. Providing end of meal service
________7. Seating the guest
________8. Presenting the menu
________9. Completing/Correcting the table set-up
_______10.Taking food orders
Task 2. Memorize the spiel/phraseologies uttered by food and beverage service

attendant/waiter. Perform the task of a waiter and you will be graded ased on the
rubrics below.
NAME: _____________________________________________
Criteria Weight Task Description Score

2 Greets customer with eye contact
2 Makes small conversation
2 Escorts customer to table and pulls chair for
female guest
2 Unfold the napkin properly
2 Serves water (3/4 full)
3 Offering and serving aperitif drink
1 Presents food menu correctly
3 Meal order is taken and repeated
1 Mentions chef's daily special
Server 3 Upsells menu items
2 Completing/Rectify the table set-up
2 Removes extra table appointments
2 Serves complimentary bread
3 Delivers food in order
1 Serves beverage to the right with right hand
1 Serves solid food to the left with left hand
1 Clears table from right side with right hand
3 Offers and serves wines
1 Checks with customer and refills beverage
2 Crumbs table correctly
2 Presents customer with correct check
2 Thanks the customer appropriately
2 Offers end of meal service
Final Score ______
53

Room Service
In this session, you will learn how to provide room service to in-house/resident guests in hotels or any
lodging establishments offering food and beverages to their guests. You will also learn the standard
operational procedures in taking room service orders and delivery of food and beverages.
At the end of the Learning Account you should be able to:
1. Learn the standard procedure in room service orders.

2. Demonstrate ability in delivering food and beverages inside the guest's room.
ROOM SERVICE ORDER TAKING SPIEL

The phone rings.
Food Attendant/Waiter: “Room service, good morning/afternoon/evening. This is Maria speaking.”
Before I take your order sir/ma’am,
may I know your name and your room number?”
Guest: “Yes good morning, I would like to order breakfast/lunch/dinner meal”.
Food Attendant/Waiter: “Can I now take your order?” or “What is your order Sir/Ma’am?”
Write down and clarify orders as you hear them. Ask the number of orders and guest’s preferences.
Example: For eggs – whether boiled, poached, scrambled, etc
For steaks – whether rare, medium rare, well done
For bread – whether bread be served or toasted or plain
For salad dressing – French, Vinaigrette or Thousand island
Guest: “I would like to order fried rice with ham and egg”.
Food Attendant/Waiter: “Sir/Ma’am how would you like your egg done? Is it poached, scrambled or
sunny side up?”
Guest: “I prefer poached egg”
Food Attendant/Waiter: “Would you like to have slices of fresh papaya? And this is for how many
servings Sir/Ma’am?”
Guest: “Yes please add slices of fresh papaya, all for 2 servings.
Food Attendant/Waiter: “Sir/Ma’am I will repeat your order, Fried rice with ham and poached egg,
you added slices of fresh papaya.
Will that be all Sir/Ma’am?”
Guest: Yes.
54
BE PROUD IF....
1. You've ATTEMPTED to handle the concern
2. You've been approachable.
3. You've listened with an open mind.
4. You've tried to the best of your ability.
5. You've learned how to handle the situation better next time.
DON'T TAKE IT PERSONALLY.
TAKE IT PROFESSIONALLY.
Food Attendant/Waiter: “The total bill is 650 pesos, “Sir/Madam, How are you
going to settle the bill, is it cash or charge to your room?”
Guest: Charge to my room
Food Attendant/Waiter: “Thank you Sir/Ma’am, your food will be served in 15
minutes?” or “Thank you Sir/Madam your food will be
served in a while?”
Food Attendant/Waiter: “Sir/Madam, How are you going to settle the bill, is it
cash or charge to your
room?”
Guest: I will pay in cash
Food Attendant/Waiter: “Sir/Ma’am your total bill is PhP 650.00, may I know the
exact amount
of your money?
Guest: I have the exact amount.
Food Attendant/Waiter: When is the best to deliver your food sir/ma’am?
Guest: At 7 o’clock in the morning.
Food Attendant/Waiter: “Thank you Sir/Ma’am, your food will be served in 15
minutes?” or “Thank you
Sir/Madam your food will be served in a while?”
55
DELIVERY OF ROOM SERVICE ORDER
Steps:
1. Knock at the door 3x and say: “Room Service”.
2. When the guest opens the door, say: “Good morning/afternoon Sir/Ma’am Dela
Cruz”. Here’s your
room service order, May I come in? Always ask for permission, do not enter the
room unless the
guest told you to do so.
3. Ask the guest if they want the door to be close or leave it open. “Would you like
me to close the
door or leave it open?”
3. Ask the guest: “Where would you like me to set-up your table sir/ma’am, shall I
leave the food
on the trolley or you want it transferred to
your table?”
4. Provide additional service to the guest by asking the following:
“If you’re ready to eat, shall I serve the food for you?’
“Shall I serve the coffee/tea?’
“Shall I open the soft drinks for you?”
“Would you like me to open the curtain to brighten the room?”
5. Before leaving the room as the guest: “Is there anything else I can do for you?”.
6. Present the bill by saying: “May I present the bill?” Get the cash and
acknowledge the amount received, if the bill is charge to guest account,
present the voucher and let the guest sign it.
7. Ask the guest: “Sir/Madam, when do you want me to come back to clear the
soiled dishes?” or “If you are ready to clear the soiled dishes
please call us and dial_______.”
8. Thank the guest for patronizing your service by saying: “Thank you very much.
Enjoy your meal and have a nice day”.
“Good morning
Ms. Cruz. Here's
your room service
order, may I come
in?”
56
Name: _____________________________________________ Rating: ______________


Room Service
1. What are the things that you need to check before providing room service to guest to avoid
complaints?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
2. What is the standard operating procedure in entering the room of the guest?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
3. What are the things that you need to consider in entering the guest's room to make them
feel safe and comfortable?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
57

Parts of the Menu
In this session, you will learn how create and define different kinds of menu. As a food server you
should be familiar in it.
1. Learn the different forms of the menu.

2. Identify the qualities of a good menu.
Menu Forms and Functions
• A list of dishes served or available to be served at a meal.

• It is an important management tool.
• The menu is the single most important document in the business.
58
Menu Forms and Functions

Menus must be planned for the clientele.
• The kind of clientele the business serves influences the form the menu takes.
• Each kind of operation has a different menu because each serves the needs of a different
clientele.
Recipes
• Are the building blocks of the menu.

• Are an important management tool.
• Indicate ingredients to be purchased
and stored.
• Give measuring and preparation
instructions to the kitchen staff.
Types of Institution
• Hotel
• Hospitals
• Employee food service
• Catering and banquet
• Fast-food and take-out
• Full-service restaurants
Customer Preferences
• Facilities must produce food that is

appealing to their customers.
• Tastes vary by region, by neighborhood, by age group, and by social and
ethnic background.
• Prices must be kept in line with the customers’ ability and willingness to pay.
59
Kinds of Meal
Breakfast
• Breakfast menus are fairly standard within any one country.
Lunch
• Menu Planning factors are:
– Speed
– Simplicity
– Variety
Dinner
• Usually the main meal.
• Eaten in a more leisurely fashion.
• Dinner menus offer more selections and more courses.
Static and Cycle Menu
• Static Menu is one that offers the same dishes every day.
• Cycle Menu is one that changes every day for a certain period.
• After this period, the daily menus repeat in the same order.
Á la carte & Table D’Hôte
• Á la carte menu is one in which each individual

items are listed separately, each with its own price.
• Table D’ Hôte menu is one in which a selection
of complete meals are offered at set prices.
Kinds of
• Prix fixe means “fixed price”menu.
menu
• On a pure prix fixe menu, only one price is given.
Tasting Menu
• Also known by its French name, menu dégustation.
• Offered in addition to the regular menu.
• Gives patrons a chance to try a larger number of the chef’s creations.
60
Building the Menu
The Classic Menu

Classical menu in the early twentieth century
• Cold hors d’oeuvres
• Soup
• Hot hors d’oeuvres
• Fish
• Main course
• Hot entrée
• Cold entrée
• Sorbet
• Roast
• Vegetable
• Sweet
• Dessert
The Modern Menu
Modern Menus: Courses and Arrangements

• First courses
• Appetizer
• Soup
• Fish (sometimes included in more formal dinners)
• Salad (may be served before or after main course)
• Main dish
• Meat, poultry, fish
• Vegetable accompaniment
• Dessert dishes
• Salad
• Fruit and cheese
• Sweets
Variety and Flavor

Flavor
• Do not repeat foods with the same or similar tastes.
Texture
• Refers to the softness or firmness of foods, and their feel in the mouth.
• Do not repeat foods with the same or similar texture.
61
Appearance
• Serve foods with a variety of colors and shapes.
Nutrients
• Menus should provide enough nutritional variety to allow customers to
select nutritionally balanced meals.
Cooking Methods
• They play an important role in determining the flavors, textures, and
appearance of food.
It is a good idea to offer a variety of roasted, braised, grilled, sautéed, and simmered foods
Kitchen Capabilities & Availability of Equipment
Equipment Limitations
• Know the capacities of your equipment and plan menus accordingly.
• Spread the workload evenly among your equipment.
Personnel Limitations
• Spread the workload evenly among the workers.
• Spread the workload throughout the day.
• Offer items the cooks are able to prepare.
Availability of Ingredients
• Use foods in season.
Use locally available foods
Menu Terminology & Accuracy

Accurate and truthful descriptions are required:
• Point of origin
• Grade or quality
• Cooking method
• Size or portion
• “Fresh”
• “Imported”
• “Homemade”
• “Organic”
• Size or portion
• Appearance
62
Uses & Limitations of Recipes

Recipe: a set of instructions for producing a certain dish
• Written recipes have many limitations
• There are several reasons for this:
• Food products are not uniform.
• Kitchens have different equipment.
• It is impossible to give exact instructions for many processes.
• Standardized Recipes
• Standardized recipe: a set of instructions describing the way a particular establishment
prepares a particular dish.
• It is a customized recipe developed by an operation for the use of its own cooks,
using its own equipment, to be served to its own patrons.
Written Recipe (Standard Recipe)

Structure
• Name of the recipe
• Yield, including total yield, number of portions, and portion size
• Ingredients and exact amounts, listed in order of use
• Expected trim yields
• Equipment needed
• Directions for preparing the dish
• Preparation and cooking temperatures and times
• Directions for portioning, plating, and garnishing
• Directions for breaking down the station, cleaning up, and storing leftovers
Ingredient Measurement
Weight: Measures how heavy an item is.
• AP weight is the weight of the item as purchased, before any trimming is
done.
• EP weight is the weight after all inedible or non servable parts are trimmed
off.
Volume: Volume measures how much space an item fills.
• Volume measures are used for liquids.
Portion Control: The measurement of portions to ensure the correct amount of an item
is served.
• The following techniques are used
• Count
• Weight
• Volume
• Even division
• Standard fill
63
Name: _____________________________________________ Rating: ______________


Parts of the Menu
Task 1. Create your own menu
Modern Menu ( includes – Appetizer or Soups, Main Dish, Dessert and Drinks)
64

Table Skirting
This module is intended to have you learners of Grade 12 independently demonstrate common
competencies in Food and Beverage Services as prescribed in the TESDA Training Regulation
and demonstrate and understanding of basic concepts and different procedures in Table
Skirting.
At the end of this module, you are expected to:
1. Categorize different styles in table skirting and;
2. be familiar in different occasion’s suits the skirts design.
As you attend a party or big celebration table skirting is one of the important representation of
the event. So in this lesson we will analyse and learn the step by step procedure a simple
skirting that suits the occasion.
What is table skirting?
It is used to decorate tables used in different occasions, for elegance, and to cover the actual
table.
65
Pointers in Table Skirting
1. Decide on what design you are going to do that fits the occasion.
2. Prepare the needed materials:

✓ Cloth
✓ Table skirt
✓ Pins
✓ Thumbtacks
✓ Thimble
3. Lay the top cloth and fastened with thumbtacks at the edge of the table.
4. Pull the cloth adequately to straighten the surface
5. Get the center front of the table and fold the cloth to the center to get the middle.
6. Start fastening the cloth with pins at the center with the middle half of the cloth.
7. Apply various designs
8. All sides must be equally skirted and covered
Various Designs
THE DIAMOND STYLE
THE PLEATED BOX TYPE
66
THE RIBBONS
The Rose and Diamond
The Shirred Pleat
Gathered or Shirred
Table skirts are a popular choice due to the simplicity and reasonable cost. A gathered or
shirred table skirt is a fabric drape drawn together by threads along the top to providing extra
body to the skirt. A tighter gather gives a table skirt a full, rufled appearance.
67
Knife Pleat
are the one of the most common kinds of pleating for the table skirts. A knife pleat is a series of
narrow, sharp creases folded in the same direction. Unlike gathered table skirts, knife pleats
create smooth, precise lines down the length of the skirt. The knife pleated table skirt is a classic
choice that is the least expensive of the pleated variety.
Box Pleat
is made from a sequence of back to back knife pleats. Bow pleated table skirting is a good
choice for professional conference or business meeting. The box pleats have more pronounced
projections than a simple knife pleat, adding dimension and interest to business or formal
tables.
Plastic
when budget and easy cleanup are priority, consider plastic table skirting. Vinyl fabric can be
fashioned into simple gathers or knife pleats. Vinyl table skirting is a cost- effective way to dress
tables for any occasions.
Fringe-
is a playful addition to party tables. Metallic, tissue and raffia fringe skirts have a number of
imaginative uses.
Banquet
Business or party tables can be fitted with detachable swags that are placed over any kind of
cloth table skirting.
68
Name: _____________________________________________ Rating: ______________

DYCian Learning Account No.10
Table Skirting
Task I. identify the names of the table skirt and determine what occasion suited in this kind of
skirt. Write your answer on the space provided.
1. ________________________________
2.________________________________
3. _____________________________________
69

Quality of food
and service ware
This learning account is intended to have you learners of Grade 12 independently demonstrate
common competencies in Food and Beverage Services as prescribed in the TESDA Training
Regulation and demonstrate and understanding of basic concepts and quality of service in the
field of food and beverage service.
At the end of this learning account, you are expected to:

1. Discuss the different pointers in checking the doneness in food and;
2. Analyse the different procedure and guidelines in handling wares.
As a Food and Beverage attendant you should be aware and be familiar in different guidelines
in your workplace. Simple protocols or handling equipment should practice well to provide
good service to your customer, first impression last.
Checking Quality of Food and Service Wares
Another task of a server is to check the quality of food in accordance to the guest’s
specification. It is of utmost importance to ensure the completeness and appropriateness of
the items prepared. This simple steps to minimize the chance of guests complaining and
increase their satisfaction.
▪ Does the food look delectable and appealing?

▪ Is the food garnished appropriately?
▪ Is the plate clean and free of any chip?
▪ Are the utensils free of unnecessary marks?
▪ Have all the special requests of the guest been met?
Pointers when serving food items
1. Doneness. This indicates how through a meat is cooked depending on its color,
temperature, and juiciness. Doneness differs in the meat’s internal temperature. Guests
may choose from the following preferences for doneness.
2. Cooking method. Food may be prepared and cooked using a varied methods. Guests
may be different preferences on how they want their food to be cooked.
70
3. Condiments. To enhance the flavor and compliment the dish, condiments are added.
Guests may request varied instructions for the condiments. Like for condiments in
sandwiches, a guest may request for exclusion of one condiment in a sandwich or even ask
for one without any condiments.
4. Toppings. To complete the dish, a sauce or garnish is added. Toppings add not just flavor
but also texture to dish.
5. Side dishes or accompaniments. To add variety and balance meals, guest may choose
from the restaurant’s list of accompaniments and side dishes.
6. Size. This specification is commonly used for beverages. Guest may opt to upgrade or
upsize their beverage.
Tips when guest request are not met
Completeness and correctness of all these request and specifications of the guest must be
verified by the server against the record that either be kept through a checklist, guest check,
notepad-POS system, or interfaced POS system. If any of the guests request had not met,
you can do choose from any of this solution.
1. Courteously ask the chef or cook to make any necessary corrections.
2. Inform your immediate supervisor regarding the difficulty of the request or specifications
so that he or she can speak to the guest and suggest possible alternatives.
3. Ask help from your colleagues to meet the guest’s need.
71
Pointers in Handling Service Wares
1. Glassware – should be clean, polished, and free from chips and cracks. Glassware must
always be polished before service time.
a. To avoid leaving marks on clean glassware, always handle it by the stem

b. To polish glassware, follow the steps that follow
c. While holding the glass by the base, dip the glass in a container with hot water
d. Using a clean cloth, polish the bowl of the glass. While doing this, use your other hand to
cradle the bowl of the wine glass.
Pointers in Handling Service Wares
2. Crockery – includes all kinds of plates, bowls and cups and saucers. Similar with the
glassware, crockery should also be clean polished, and free from chips and cracks.
3. cutlery- should be clean and polished. Polished cutlery must be placed on under-plate when
transferring from one service area to another
a. Segregate the cutlery
b. Add a little bit of acid such as lemon juice or vinegar to a container half-filled with hot
water.
c. Dip the service end cutlery into water. Service ends refers to the end of the cutlery that
goes into the guest mouth.
d. Polish the cutlery using a clean cloth. Avoid touching the service ends.
72
Food Transfer and Placement
Plate Service- this type of service is widely used because foodservice establishment spaces are
more utilized. There are two professional methods used are the two- and three-plate carrying
techniques.
Two-plate Carrying Technique
a. Use fingers- thumb, index fingers, and middle finger- holding the first plate.
b. The second plate should be placed on a platform above the first plate and supported
by two fingers.
c. A third plate may be carried using the other hand.
Three plate carrying technique

a. Hold the first plate similarly in the two- plate carrying three plate
b. The second plate must be positioned into the crease of your palm under the first plate
supported by the ring and little finger
c. The third plate is placed on the flat of your forearm and the rim of the second plate.
d. The fourth plate can be carried in your right hand.
Tips when using plate service
1. The first plate to be picked up will be the last to be placed on the table.
2. When carrying the plates to the guests table, hold them away from your body to make
sure that the plates are not resting on your body.
3. To place the plates on the guest’s table, stand in the right corner of the guest’s chair
4. Do not overload the tray.
73
Tray Service
Tray can be use to carry food from the kitchen to different service areas and for clearing tables.
Tray comes in various sizes and shapes.
❑ Round tray are used for serving drinks. These come in various sizes. The larger ones are
great for serving pitchers and drinks.
❑ Rectangular tray are used to serve food items. They also come in various sizes and
different materials.
❑ Seafood tray usually comes with a stand. As its name implies, it is used to serve seafood
dishes.
74
Name: _____________________________________________ Rating: ______________

Quality of food
and service ware
I. Answer the following question
1. In transferring food items from the kitchen to the dining what are the essentials tips on how
you will conduct good quality of service to your customer?
-
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
2. How is it important that you must always consider customer preferences in their food?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
3. As a Food and Beverage attendant how will you handle complains?.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
75

Work Place and
Safety Practices
This module is intended to have you learners of Grade 12 independently demonstrate common
competencies in cookery as prescribed in the TESDA Training Regulation and demonstrate and
understanding of basic concepts and different procedures in their work place, and practice
safety in their field.
At the end of this module, you are expected to:

1. Familiarization in the basic work flow in the restaurant
2. Identify the different safety practices in the restaurant.
Attending and Monitoring Efficient Pickup of Food Item
➢ In Food and Beverage servers it is necessary to understand and be familiar with the
restaurant work flow.
➢ The key to an organized Food and Beverage location is to recognize the importance of
the link between its kitchen and service areas.
➢ As a food and Beverage server, will be able to render quality service and be familiar
with the workflow in the Food and Beverage location.
The Basic Restaurant Work Flow
76
The Basic Restaurant Work Flow
1. Server takes order from the guest

2. Server brings order to the cashier
3. Cashier hands order to the kitchen
4. The dish is ready to be served
5. Server waits by the kitchen for ready dishes
6. Server picks up dish from the kitchen
7. The dish is served to the guest
8. The guest consumes the food
9. The guest calls for attention
10. The server arrives
11. The guest asks for the bill
12. The server gets the bill from the cashier
13. The server goes back to the guest
14. The guest uses credit card to pay for the bill
15. The server goes back to the cashier to swipe the card
16. The server goes back to the guest
17. The guest signs the invoice
18. The guest gets a copy of the invoice and leaves the restaurant
✓ Communication with the guest- this occurs in welcoming the guest, taking orders,
delivering their orders, and bidding them good-bye. Always be POLITE, and do not
forget to SMILE.
✓ Communicating with a co-employee- this is the key to a smooth restaurant operation,

and less mistakes committed and tasks will be accomplished faster.
✓ Handling of food items- details in regarding in food items must be well-coordinated from
the kitchen staff to the dining staff and vice versa. The satisfaction of the guest and the
quality of the food may be compromised if mistakes were committed during this steps.
Readiness of items to serve
Advising Colleagues Promptly regarding readiness of items for service
➢ Good interpersonal communication is one of the greatest tools to ensure smooth

operations in a workplace.
➢ Communication skills help improve not only the relationship among employees but also
eliminate mistakes being committed. It is important for a server to understand the
importance of good communication while working different service areas.
➢ Informal communication may take the form of one is to one conversation or face to
face conversation.
➢ Formal communication can be in the form of office memorable, office meetings, and
standard operation procedures.
77
Verbal Communication
Verbal communication is spoken form of expressing words and ideas. Servers represent the
restaurant. Tone and quality of voice must always encourage professionalism. However,
being polite and persuasive must be practiced at all times.
1. Effective questioning. Asking quality questions at the right time is one of the most effective
ways improve communication in the workplace.
a. Use open-ended question. Unlike yes or no questions, which limit the possible response of
the other party, open-ended questions will supplement your conversation and will limit
the chance of information being uncovered.
b. Avoid multiple questions- bombarding guest or co employees with questions may lead to
confusion. Asking questions one at a time enables the other party to process the question
asked and provide more accurate and relevant answers.
c. Keep questions concise and understandable. Follow the formal rules of language used.
Do not use slang or jargons to avoid confusion. Simply use short and simple words that
every guest or co-employee will understand.
2. Active Listening- a good communicator does not only speak well but listens very well too.
To respond to either statement or a question, to comprehend must come first. There are
difference between hearing and listening. Hearing is involuntary. It is a physical ability
that allows one to perceive sound by the ear. Meanwhile, listening is done consciously
with the attempt to make sense of what we hear. People listen to obtain information,
understand, enjoy, and learn.
Tips to become an active listener:

a. Pay attention
b. Show that you are listening
c. Provide feedback
d. Defer judgement
Non- Verbal Communication
Using non-verbal communication can help you express your message clearly. It reflects your
attitude and confidence. The clothes you wear and how you wear it are also included in
the nonverbal cues.
1. Smile. Smiling is the best way to nonverbally communicate with the guests or co-
employees.
2. Mind your hand gestures. To look dedicated and interested in serving, place your hands
behind or in front when carrying orders or bills to the table. Avoid placing your hand in
your pockets or at your side. This connotes lack of interest.
3. Establish eye contact, but do not stare. Whether gaze, glance, or stare, eye contact is
powerful. Servers must be careful on how to use eye contact.
4. Use affirmative movements. Nodding may convey that you are listening and
understanding the message of your guests or co-employees. However, do not nod too
much as these may distract the person you are talking to.
78
1. Observe proper posture. Stand straight to show that you are confident. Do not slouch.
Stay relaxed and do not feel tense while talking. Always keep your heads up. Do not let
pressure or stress wind up tensions in your shoulder.
2. Lean closer. Move toward the guest or co-employees to show that you are relaxed and
confident. But do not lean too close as this may distract or annoy them.
Sanitation and Safety in Food Preparation
Safety in the kitchen means using precautionary methods in the kitchen to prevent an
accident. Most accidents in the kitchen are due to carelessness
• Safety should be a major concern in food service establishments. A safe environment
minimizes possible injuries or accidents and minimizes working efficiency.
• Guidelines- an outline of future policy or conduct
• Food laboratory- a place wherein food prepared, mostly for instructional purposes.
• Safety- freedom from exposure to danger
• Personal hygiene- cleanliness of one’s body
• Food handler- person who prepares and serves the food service establishment
• Kitchen- the area where food is prepared and cooked.
• Sanitation refers to the implementation of basic procedures that will ensure that the
physical environment meets the desired condition of the health. It should include an
efficient supply of pure water, proper food handling, cleanliness, and other measures
designed to safeguard one’s health.
• Contaminated food- food that contains undesirable microorganisms
• Food poisoning- an illness of the stomach and intestinal tract due to the consumption of
contaminated food.
• Cleanliness- the condition of being clean.
• Food spoilage- the deterioration of food making it unfit for human consumption.
79
Name: _____________________________________________ Rating: ______________

Work Place and
Safety Practices
I. Answer the following question
1. As a Food and Beverage Server, How is it important to be familiar in work flow in restaurant?
-
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
2. Safety and Sanitation in each restaurant should be observe, is it necessary?

______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
3. Answer the sample scenario below;

One morning a group of friends went to a restaurant to have some lunch and take a rest for a
long drive. You are the only server at that time, one of the customer is so lazy and do not mind
any precautionary measures in the restaurant. As a server what will you do?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
80
References:
 Food and Beverage Services Training Manual- Hospitality Knowledge Hub

 http:youtu.be/rOq5-Uy1ll8
 https:youtu.be/s3R3YP4a Kg
 TESDA: Technical Education and Skills Development Authority Food and Beverage
Services
 Phoenix Food and Beverage Services Tesda training based, Providing Food and
Beverage Services. Page 93
 Phoenix Food and Beverage Services Tesda training based, Providing Food and
Beverage Services. Page 98
 Phoenix Food and Beverage Services Tesda training based, Providing Room Service.
Page 175
 https://www.academia.edu

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Food and Beverage

DYCian Learning Account No. 1

At the end of the module you should be able to:

What is Food and Beverage Service

Duties and Responsibilities of the Food and Beverage Service

FOOD AND BEVERAGE SERVICE PERSONNEL

2. HEADWAITER or OUTLET SUPERVISOR – Oversees food and

3. CAPTAIN WAITER – Oversees the set-up and delivery of

4. RECEPTIONIST – Welcomes and greets customers at the

5. FOOD AND BEVERAGE SERVICEATTENDANT/WAITER – Takes

6. BUSBOY – Dining room helper and runner

7. BARTENDER – Prepares/mixes alcoholic and non-alcoholic

8. BARBOY – Acts as runner and helper in the bar.

Name: _____________________________________________ Rating: ______________

Task 2. Answer the following questions briefly:

1. What are the qualities of a good waiter?

DYCian Learning Account No. 2

At the end of the learning account you should be able to:

General Rules of American service

General rules of Russian service:

General Rules of French service:

General rules on Buffet service:

Name: _____________________________________________ Rating: ______________

____1. Food is usually stocked in chaffing dishes A. Russian service

2. Heavily scented flowers can be used as a centerpiece

3. The coffee cup handle should be in its 2 o’clock position.

4. Chipped or cracked equipment should not be used.

6. The buffet set-up is arranged from heaviest to the lightest.

DYCian Learning Account No. 3

At the end of the learning account you should be able to:

Table Appointments are implements or tools used for

Table Appointments are:

1. LINENS – Used to cover tables to protect tables’

LAYING THE TABLE CLOTH

Pyramid Fan with stand Lotus Bishop’s hat Candle

Birds of Paradise Banana

BASIC NAPKIN FOLDING

Pyramid Napkin Fold

Candle Napkin Fold

Bishop's Napkin Fold

Fan with Stand Napkin Fold

Birds of Paradise Napkin Fold

Lotus Napkin Fold

Banana Napkin Fold

_______1. A. Table Runner

_______3. E. Top Napkin

CENTERPIECE /TABLE DECORATIONS

Rules in the use of centerpiece/table decorations:

Task 2. Identify whether the table appointments are F -flatwares, G -glasswares or D-

9. 10. 11. 12. 13. 14. 15. 16.

17. 18. 19. 20.

Show plate 11-13” Dinner plate

FLATWARE – formerly called silverware, use

Dinner Soup Dessert Coffee Demitasse

Dinner Steak Fish Salad Bread and Butter

Dinner Salad Dessert Appetizer Escargot fork

Goblet Red Wine White Champagne Champagne High Collins

Martini Champagne Beer Mug Pilsner Irish Coffee Hurricane

Name: _____________________________________________ Rating: ______________

DYCian Learning Account No. 3

Handling Flatware and Glasswares

Carrying and unloading Trays

DYCian Learning Account No 4

Name: _______________________________ Rating:

Name: _______________________________ Rating:

Name: _______________________________ Rating:

Name: _______________________________ Rating:

Name: _______________________________ Rating:

Name: _______________________________ Rating:

Name: _______________________________ Rating:

Name: _______________________________ Rating: