Introduction to Food and Beverage Services

https://e-tesda.gov.ph/mod/book/view.php?id=152&chapterid=329

Glossary of Terms
A
a
Food and Beverage Services can be broadly defined as the process of preparing, presenting anf serving food and beve
customers
B
Butler
A butler is a person who works in a house serving and is a domestic worker in a large household. In great houses, the
sometimes divided into departments with the butler in charge of the dining room, wine cellar, and pantry.
Keyword(s):

C
C
A chef is a trained professional cook and tradesman who is proficient in all aspects of food preparation, often focusing
cuisine.

Tags:
 joshua

Keyword(s):

Chef
a professional cook, typically the chief cook in a restaurant or hotel.
Keyword(s):

Cook

A chef is a trained professional cook

Keyword(s):

Cover
A setup of tableware for one guest, also used to describe the number of guests
 Crockery
A term used to identify plates, cups, saucers and bowls and usually made of china

Cutlery
A term used to identify knives, forks, spoons, teaspoons and service utensils and usually made of stainless steel

D
Drinks
Beverages is a liquid substances that is serve to the customers and ot has a different kind of beverages such as softdrin
etc.
Keyword(s):

E
Environment
A term indicating the dining area also referred as the ‘dining environment’

F
Floor Plan
A detailed illustration of the arrangement of furniture and all work areas in a restaurant

Free-seating
A term used to indicate that no reservation is required

G
Guest
A person who purchases goods or services. Can also be a buyer, customer or patron

H
Handover
A period of time in which shifts exchange information to ensure smooth continuation of the function of the departmen
changing shifts.

I
In room dining
Responsible for preparing orders, set trays and delivering items to guest rooms in an attentive and efficient manner, an
provide excellent quality service as per the Hotel Standard operating procedure.
Keyword(s):

N
Napkin
A square piece of cloth or paper used at a meal to wipe fingers or lips and to protect garments and utensils. Also know

O
Overhang
The part of the tablecloth that hangs from the edge of the table.

R
Replenishing
To fill or build up (something) again.
Keyword(s):

S
Seat Turnover
Refers to the number of times a seat was used by different guest in a time period.

Self Service
The main form of Self-service is found in Cafeterias. In this form of service, customers collect a tray from the beginni
service counter, move along the counter to select their meal, pay, and then collect the required cutlery for their meal, t
ancillary items.
Keyword(s):

T
Table Appointments
Are defined as the utensils used for dinning and these are includes dinnerware/chinaware, flatware, I beverage ware/g
napery, table accessories and table decorations.

Tableware
Items placed on the table of guests including crockery, cutlery and glassware items.
Tackle
To act or an instance of tackling.
Keyword(s):

U
Undertake
To begin or attempt something.
Keyword(s):

V
Vegetable
a plant or part of a plant used as food, typically as accompaniment to meat or fish, such as a cabbage, potato, carrot, o
Keyword(s):

VIP or Very Important Person

A person of great influence or prestige.

W
Waiter’s Station
A table or a set of drawers containing tableware, condiments, menu lists, napkins and other items necessary for servic

Pre-Test
Which of the following is NOT TRUE for both casual dining and fast food restaurants?
Select one:

a.
Both observed free-seating of guests.

b.
Both offer easy-to-prepare menu items convenient for take-away
c.
Both have lower guest-to-staff ratio compared to fine-dining restaurants

d.
Both offer menu items that are more-affordable than in fine-dining restaurants
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Question 2
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Question text
This document is usually handed before the shift starts to let you know the activities that you must
accomplish during your shift.
Select one:

a.
Direct Requests

b.
Daily Task Sheets

c.
Contracts and Job Description

d.
Standard operating Procedures (SOPs)
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Question 3
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Question text
Using visual materials to label items and to provide instructions are practices under what phase of
5S?
Select one:

a.
Standardize (Seiketsu)

b.
Systematize (Seiton)

c.
Sustain (Shitsuke)

d.
Sort (Seiri)
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 Flag question

Question text
This type of menu is characterized by food and beverage items having separate prices.
Select one:

a.
Carte Du Jour

b.
Ala Carte

c.
Table d’Hote

d.
Plat du Jour
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Question text
Which of the following is not a cutlery?
Select one:

a.
Steak Knife

b.
Parfait Spoon

c.
Soup Tureen

d.
Butter Spreader
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Question 6
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Question text
Identify which of the following groups consist of stemmed glassware only?
Select one:

a.
Irish Coffee Glass, Brandy Snifter, Rock Glass
b.
Sherry Glass, Champagne Flute, Martini Glass

c.
Pilsner, Collins Glass, Margarita Glass

d.
Red Wine Glass, Water Goblet, Shot Glass
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Question text
Which of the following is NOT TRUE about following up table reservations?
Select one:

a.
It enables staff to explain parking arrangements to help facilitate the guests’ arrival

b.
It determine if tables may be given to other guests if the former reservation has been cancelled

c.
It determines what mode of payment is to be be applied?
d.
It makes sure that guests who have made a reservation will have an allotted space/table when they
arrive
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Why is it important to ask questions when handling guest complaints?
Select one:

a.
It helps clarify details of the complaint.

b.
It gives you enough time to look for possible resolutions.

c.
It keeps the guests informed about the progress of the action.

d.
It makes the guests realize how petty their complaints are.
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Question 9
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Why is it important to provide proper handover to the incoming shift?
Select one:

a.
It gives the staff a chance to properly bid goodbye to the guests as their shift ends.

b.
It provides a chance for an F&B staff to see the shortcomings of the previous shift.

c.
It ensures the guests that service will remain efficient even when shifts change.

d.
It develops a bond between staff of different shifts.
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Question text
Which of the following measures should NOT be done when handling guest complaints?
Select one:

a.
If the complaint involves a staff member, always take the side of the guest

b.
Stay calm and positive

c.
Listen to the complaint, apologize and act quickly to fix the problem

d.
Clarify detail of complaint
Feedback
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Unit 1: The Food and Beverage Service Department

Table of contents

 Introduction
 TOPIC 1: Types of Food and Beverage Service Establishments
 TOPIC 2: Duties and Responsibilities of a F&B Staff
 TOPIC 3: Knowing Your Role as an F&B Service Staff

Table of contents

 Introduction
 TOPIC 1: Professional Work Habits and Skills of an F&B Service Staff
 TOPIC 2: Food Safety and Hygiene Practices

o Dos
o Don’ts
o Uniform and Accessories
Table of contents

 Introduction
 TOPIC 1: Sort (Seiri)
 TOPIC 2: Systematize (Seiton)
 TOPIC 3: Sweep (Seiso)
 TOPIC 4: Standardize (Seiketsu)
 TOPIC 5: Sustain (Shitsuke)

Learning Objectives:

At the end of this unit, you should be able to:

 Discuss the importance of the food and beverage service industry to the tourism sector.
 Identify the duties and responsibilities of a food and beverage service staff.
 Practice the professional skills required for a food and beverage service staff.
 Observe personal safety practices.
 Observe the 5S of good housekeeping.

LESSON 1: The Food and Beverage Service Department

Introduction
The tourism industry is one of the biggest industries worldwide contributing trillions of US dollars to
the global economy annually. From being just concerned about travel and recreation, the tourism
industry has grown into a complex network involving many other sectors. One of these is
hospitality.

The goal of the hospitality industry is simple. It is to ensure that the basic lodging and food and
beverage needs of a guest are well provided. The relationship of the hospitality industry to tourism
lies on the chances that a person away from home might also need a hotel to stay at or a food
establishment to eat in. Either a person stays in the hotel or goes to a local food establishment, he/she
is treated as a guest.

In the hospitality industry, guests and their satisfaction are a top priority. A big part of that
satisfaction comes from a well-delivered food experience emphasizing the importance of an effective
food and beverage service. And as the tourism industry expands its scope, so does the food and
beverage service sector.

TOPIC 1: Types of Food and Beverage Service Establishments

Food and beverage service operations can be classified as either commercial or non-commercial.
Commercial food and beverage establishments include most F&B services which aim to generate
profit. Meanwhile, non-commercial food and beverage services are mainly subsidized and aim to
provide welfare more than to earn revenue.
However, different food and beverage services have their unique characteristics which can always be
reflected by their menus, services, and themes. Presented below are the most common types of food
and beverage service establishments.

Fine Dining Restaurants

These are establishments that offer very high standards in all aspects of their operations including an extensive
menu, good quality service, facilities and decor, service accompaniments and others. Fine dining restaurants employ
a well-trained and highly-skilled waitstaff.

Casual Dining Restaurant

These are food and beverage establishments that serve moderately-priced food in casual atmosphere. Casual dining
restaurants usually provide table service and comprise a market segment between fast food and fine dining
establishments.

Cafés
These are small social gathering places or shops that sell food and drinks.

Specialty Restaurant
These are dining establishments that emphasize on one particular food product or one type of ethnic cuisine in its
menu and marketing.
Bars
Bars can be individual businesses or part of a larger operation, like a restaurant. The physical set-up of bars is critical
to set the ambiance and the theme of the establishment. These establishments allow guests to meet and socialize for
both business and pleasure.

Cafeterias
These are food and beverage establishments where there is little or no table service. Cafeterias can be a restaurant
or a dining area in an institution in which guests select their food at a counter and carry it on a tray to a table available
after making payment.

Fast Food Restaurants

These are establishments offering limited choices of popular food at reasonable
prices. Fast food restaurants may be small and suited to the local area offering local
delicacies while some may be part of an international chain.

TOPIC 2: Duties and Responsibilities of a F&B Staff

The organizational structure of the food and beverage service department involves various personnel.
The size of the organization depends on the seating capacity of an establishment. Furthermore, the
duties and responsibilities of a food and beverage service staff may vary according to the operation
of the establishment, types of service and the number of staff.

As an F&B service staff, you should be familiar with these to effectively deliver the expectations of
your colleagues and the guests. Here are some of the most common job titles under the food and
beverage service division as well as their individual duties and responsibilities.
Department Manager
o Makes sure that the target revenue is reached in the specified time period.
o Oversees the purchase of materials and equipment for the department
o Coordinates with the kitchen in planning menus for various service areas

Restaurant, Bar or Outlet Manager

o Conducts inventory checking
o Purchases required stock
o Selects, supervises, trains, grooms and evaluates subordinates
o Prepares reports about the staff and sales
o Controls department expenses through staffing, budgeting, and scheduling
o Handles daily sales and coordinates with the cashiers
o Handles guest complaints and provides special requests

Room Service Staff

o Receives room service orders from guests
o Coordinates room service orders
o Prepares room service accounts prior to the delivery of the room service
o Processes room service account transactions
o Delivers room service orders and serves room service orders
o Prepares and processes room service accounts
o Fetches and maintains room service trolleys, trays, and other items

Head Waitstaff or Team Leader

o Ensures that services are carried out in accordance with prescribed standards and policies
o Assists the restaurant manager in performing his/her duties
o Handles complaints from the guests and conflicts between subordinates
o Trains and assists subordinates in performing their duties

Receptionist
o Welcomes guests and greets customers upon arrival
o Escorts the guests to their tables
o Checks the reservation of the guests
o Coordinates with the waitstaff regarding table availability and reservation

Waitstaff
o Takes food and beverage orders
o Serves food and beverage orders properly
 o Reports to the station waitstaff any notable circumstances
o Identifies opportunities for higher revenue

Busser
o Clears dishes and beverage items
o Crumbs-down tables
o Assists the waitstaff and the bartenders (bar runners) in serving dishes
o Cleans and maintains counters and work areas
o Restocks wait stations and buffet tables
o Replaces tablecloths and returning tables to their original position
o Keeps the restaurant area clean and safe
o Assists guests in moving tables and chairs and in setting up highchairs

Executive Chef
o Does the planning and organizes and supervises the work of the kitchen
o Prepares the menu in accordance with costing and catering policies of the establishment
o Prepares reports of staffs and sales
o Controls departmental expenses through staffing, budgeting, and scheduling
o Conducts stock-taking or inventory checking and purchases required stock

Sous Chef
o Supervises the preparation of food
o Oversees food service in pick-up counters

Line Cook
o Leads most of the cooking in his/her designated station
o A line cook can be posted in the following stations:
o Sauce and Saute (Saucier)
o Soup (Potager)
o Grill (Grillardin) or Savoury (Savourier)
o Roast (Rotisseur)
o Fry (Friturier)
o Pantry (Garde Manger)
o Fish and Seafood (Poissonnier)
o Vegetable (Entremetier)
o Roundsman (Tournant)
o Butcher (Boucher)
o Pastries (Patissier)
o Banquet

Commis
o Performs and maintains mise-en-place
 o Prepares ingredients, utensils, and equipment for food production
o Maintains kitchen cleanliness and hygiene

Dishwasher
o Makes sure that kitchen equipment and utensils are clean and ready for service
o Conducts the inventory of cleaning chemicals and equipment
o Maintains cleaning equipment
o Checks dining equipment and utensils for breakages and defects
o Ensures that food scraps and kitchen wastes are disposed of well

Bar Staff
o Prepares beverages according to prescribed standards
o Conducts the inventory of bar supplies and materials
o Assists guests in choosing his/her beverage order

TOPIC 3: Knowing Your Role as an F&B Service Staff

To be able to do your duties properly, you must understand your role in the organization. Here are
some ways to help you know your duties and responsibilities as a food and beverage staff.

Organizational Structure
This refers to how members are situated in an organization. Organizational structures will not only help you find your
place in an organization but will also help you identify the chain of command and the flow of authority in an
establishment.
Contracts and Job Description
A contract is a written document that states the description of your job, the scope of your responsibilities, and the
terms of your employment. This is usually provided by your employer before you start working.
Other than your main responsibilities, there may be times when you are required to perform other side duties as
deemed necessary.

On-the-Job Training
OJT or on the job training will let you familiarize yourself with the function of each staff or each department and the
processes inside the organization through hands-on work experience. OJTs can be required for interns or new staff
and even to old staff members if a new policy or system is being implemented.

SOPs, Policies and Manuals

These are set of instructions that indicate the appropriate actions to be undertaken for any possible workplace
situation. SOPs may be set by the establishment and influenced by practices in the industry and sometimes policies
implemented by a concerned government agency.

Daily Task Sheets, Direct Requests and Observation

A daily task sheet is a document detailing the activities that you have to undertake throughout your shift. This is
usually handed to the staff or posted in bulletins before the service or the shift starts.
Meanwhile, direct requests and observations will show you tasks that need to be addressed immediately, depending
on the event or what you feel based on any given situation.

LESSON 2: The Food and Beverage Service Staff

Introduction
Food and beverage service involves various job roles. However, the goal of all F&B service staff
should be simple: to achieve guests’ satisfaction by meeting their needs and/or exceed their
expectations.

This lesson will present the ways on how you can become a professional food and beverage service
staff.

TOPIC 1: Professional Work Habits and Skills of an F&B Service Staff

As a food and beverage service personnel, you are expected to behave and perform in a professional
manner. Doing so will enable you to meet the expectations of the guests and your coworkers.

The following are some of the important things you have to remember and perform as a professional
food and beverage staff.
Present professionally and maintain proper hygiene.
o Be at work when scheduled.
o Arrive 30 minutes before your shift.
o Do not miss a shift.
o Advise your supervisor well ahead of time when you are unable to work especially when ill.
o Wear the required uniform properly.
o Observe appropriate grooming.
o Bathe regularly.
o Apply appropriate skin and body care.
o Put away your cell phones when on-duty to avoid being tempted to take selfies or group pictures.

Demonstrate positive attitude in the workplace.

o Cooperate with your colleagues.
o Offer help and do not wait to be asked.
o Always smile.
o Appreciate the effort of your colleagues.
o Thank coworkers for their help.
o Anticipate the wishes and needs of guests.
o Treat all guests as VIPs.
o Never argue with the guests.
o Develop a sense of urgency especially when the establishment is very busy.

Communicate effectively.
o Use correct and appropriate verbal and nonverbal communication techniques.
 o Ask questions.
o Listen attentively.
o Clarify ambiguities.
o Confirm messages.
o Seek and provide feedback.
o Always use polite and courteous verbal and non-verbal language
o Be mindful of your social, religious, cultural, gender and/or age-specific differences.
o Avoid workplace gossips.
o Do not take credit for the work that you did not do.

Perform assigned tasks.

o Attend in the daily orientation to know the specialty for the day, promotions, available and out-of-stock
items, and time of preparation for each food item.
o Be familiar with the structure of the food establishment, the location of each room, fire exit, cashier,
kitchen, stockroom, storage area, pantry area, etc.
o Complete daily task according to a designated sequence within the required time.
o Give proper treatment to priority requirements.
o Advise coworkers when a task was completed and inform them when you are running behind time.
o Ask assistance from others when necessary.
o Comply with legislative requirements and internal house policies and procedures.
o Work with minimal disturbance to guests.
o Keep noise levels at a minimum.

Participate in workplace activities.

o Maintain work area in proper condition.
o Keep the workplace clean and tidy at all times.
o Be mindful of factors that may affect workplace safety and security.
o Set the proper environment for guest comfort.
o Take part in searching for a resolution to problems and issues.
o Attend activities intended to improve service delivery and guest experience.
o Be willing to assume responsibility.
o Do your job regardless of the presence of a supervisor.
o Develop sensibility to identify and assume responsibility.

Respond accordingly and quickly.

Respond accordingly and quickly to the following:

o Requests for assistance from co-workers and guests.

o Customer complaints and workplace conflicts.
o Arising situations and/ or emergencies.
o Any other anticipated or unanticipated situation requiring action or attention.

TOPIC 2: Food Safety and Hygiene Practices

Being a food and beverage service staff involves dealing with food. For that reason, you must
know that your actions, health and personal habits affect the safety and the quality of the service.
Therefore, you must responsibly perform and observe the safety practices in food handling.
This lesson will discuss topics that an F&B service staff need to know in terms of complying
with the hygiene requirements set by the industry. The following are some practices to ensure
that personal hygiene for food safety is attained.

 Bathe before reporting to duty.

 Wash your hands before having contact with any food item.
 Keep facial hair neat and controlled.
 Kitchen staff should wear hairnets or hats.
 Fingernails should be cut short, kept clean and free of nail polish.
 Use clean clothes for each shift and change when necessary.
 Inform your supervisor immediately if you are suffering from any communicable disease.
 Use face towels to wipe sweat.
 Cover cuts and sores on hands and fingers with waterproof dressing and bandages. Make sure
to inform your supervisor about this.
 Use disposable gloves if appropriate.
 Do not touch cooked or ready-to-eat food with your bare hands.
 Do not wear your uniform in other public places before coming to work or after
work.
 Do not smoke in any food area.
 Do not spit in any food area.
 Do not touch your face and hair after washing your hands.
 If you have any communicable disease, do not report to duty until having secured a
certificate from a doctor stating you have been cleared to work with food.
 Do not use the same container when refilling the food.
Each food and beverage service establishment have different policies when it comes to wearing a
uniform. However, aside from wearing the uniform the management provides, food and beverage
staff should observe the following measures as well.

 Do not wear loose-fitting clothes.

 Press clothes at all times.
 Make sure that buttons, name tags, pins, and clips are securely fastened.
 For women, longs hairs should be tied back.
 For men, beards and mustache should be shaved neatly.
 Use a clean uniform for each shift and change if necessary.
 If wearing skirts, wear clean hose when required.
 Wear socks. It is advised to wear plain dark one or plain socks of a color that
compliments the color of the pants.
 Keep the shoes polished and laced.
 Do not wear open-toed shoes.
 Avoid wearing big jewelry.
 Fingernail decorations such as artificial nails should be avoided.
LESSON 3: 5S of Good Housekeeping

Introduction

5S is a simple method of organizing the workplace safely and efficiently to enhance productivity.
It is a systematized approach to organize work areas, keep rules and standard, and maintain the
discipline needed to do a productive workplace. 5S leans on the idea that productivity is achieved
by organizing the work area because it eliminates wasting of resources, such as time.

It traces its origin to the production techniques observed in some of the world-leading
manufacturing companies. This method is divided into five phases: Seiri, Seiton, Seiso, Seiketsu,
and Shitsuke. Each phase is named after a Japanese term recognizing the Japanese companies
which lead the practice of this method.

TOPIC 1: Sort (Seiri)

Seiri Practices
To achieve the two primary goals of Seiri, the following practices can be performed:

 Use evaluation criteria in sorting

 Use tags when sorting.
 Create a material list containing all the available materials

Benefits
When Seiri practices are well executed and their goals are achieved, these benefits will be
observed:

 Production spaces are freed and become more productive

 Conducting inventory becomes easier
 Less time is consumed by searching for an item
 Moving goods and mobility of employees becomes easier
TOPIC 2: Systematize (Seiton)

Seiton Practices

 To attain workplace order, the following practices should be performed:

 Put items in their allocated places.
 Return the items to where they came from.
 Record any changes regarding the order of placement of things and informing concerned
personnel.
 Update the records regularly to make sure that items are at their designated places.
 Label items and their locations.
 Put frequently used items closer to reach.
 Do not pile up items without a labeled separator.

Benefits
Seiton, when done well, will result in the following benefits:

 Less time spent in searching for items.

 Less time is spent in transport and handling operations.
 Fewer operations requiring too much effort such as heavy lifting.
TOPIC 3: Sweep (Seiso)

Seiso Practices
To ensure that Seiso is observed, the following practices should be performed:

 Clean and inspect the workplace area regularly.

 Assign a caretaker for each tool, machine or equipment.
 Clarify daily maintenance by providing clear instructions.
 Provide necessary tools and pointers for cleaning.

Benefits
The success of Seiso is characterized by these observable factors:

 Tidiness and order in the workplace are maintained.

 Malfunctions and other situations can be prevented even before they arise.
 Contradictions and other non-compliance will not go unnoticed and unaddressed.
TOPIC 4: Standardize (Seiketsu)

Seiketsu Practices
The following are some of the common practices of Seiketsu:

 Use visual materials in managing such as infographics, bulletin boards, and light devices.
 Make use of posted messages calling for immediate action.
 Use marks to label inspected items.
 Post labels on machines and equipment indicating the dates of the previous and the upcoming
maintenance.

Benefits
A successful Seiketsu can be observed through these results:

 Cleanliness and orderliness in the workplace are maintained.

 Misoperations on the processes or equipment function can easily be identified and prevented.
 Good practices are standardized.
TOPIC 5: Sustain (Shitsuke)

Shitsuke Practices
To achieve this goal, some or all of these practices should be observed:

 Develop and reviewing standardized procedures regularly.

 Conduct inspections regularly.
 Provide necessary adjustments to situations brought about by the new ways introduced in the
first four steps.
 Train employees in the 5S method and explain to them the principles behind it.
 Communicate the 5S to the employees.

Benefits
The effect of a well-implemented Shitsuke can be observed through these following results:

 Employees are doing newly-introduced practices without being told to do so.

 Improvements in the productivity will be enjoyed long-term.
 Health and safety measures are improved.
 Using visual materials to label items and to provide instructions are practices under what
phase of 5S?
 Select one:


 a.
 Sustain (Shitsuke)

 b.
 Standardize (Seiketsu)


 c.
 Systematize (Seiton)


 d.
 Sort (Seiri)

 Question 2

 Correct
 Mark 1.00 out of 1.00

 Flag question

 Question text
 Why is it important for a food and beverage service staff to avoid wearing big jewelries to
work?
 Select one:


 a.
 Big jewelries takes time to wear and might cause you to be late.


 b.
 Wearing big jewelries intimidate the guests.

 c.
 Big jewelries are usually not part of the uniform.


 d.
 Jewelries might come in contact with food during service.

 Question 3

 Correct
 Mark 1.00 out of 1.00

 Flag question

 Question text
 The most important step that you must do when you cannot attend a shift is to....
 Select one:


 a.
 Inform one of your co-workers about your concern.


 b.
 Miss the shift and apologize afterward.


 c.
 Ask one of your coworkers to exchange shift with you.


 d.
 Inform your supervisor about your concern.

 Question 4

 Correct
 Mark 1.00 out of 1.00

 Flag question

 Question text
 Which of the following shows the right sequence of the 5S practices?
 Select one:


 a.
 Sort, Systematize, Sweep, Standardize, Sustain


 b.
 Sweep, Standardize, Sustain, Sort, Systematize


 c.
 Sort, Sweep, Systematize, Standardize, Sustain


 d.
 Systematize, Sort, Sweep, Standardize, Sustain

 Question 5

 Correct
 Mark 1.00 out of 1.00
 Flag question

 Question text
 Which of the following best illustrates the relationship of the food and beverage service
sector to the hospitality industry?
 Select one:


 a.
 A balik-bayan visits Coron and stays at a hotel with a 24-hour room service.


 b.
 Tourists going to Balayan, Batangas for the annual Lechon Festival.


 c.
 Friends celebrating at a hot pot restaurant in Maginhawa.


 d.
 Guests grape-picking in San Fernando, La Union.

 Question 6

 Correct
 Mark 1.00 out of 1.00

 Flag question
 Question text
 The following are staff members of the food and beverage department except:
 Select one:


 a.
 Butler


 b.
 Bar Manager


 c.
 Dishwasher


 d.
 Line Cook

 Question 7

 Correct
 Mark 1.00 out of 1.00

 Flag question

 Question text
 As an F&B staff, you are expected to practice proper work habits in order to meet the
expectations of the guests and your co-workers. Which of the following is
an inappropriate work habit for an F&B staff?
 Select one:


 a.
 Accepting and giving feedback


 b.
 Asking questions to clarify instructions


 c.
 Treating guests as a burden


 d.
 Performing additional tasks when necesssary

 Question 8

 Correct
 Mark 1.00 out of 1.00

 Flag question

 Question text
 Which of the following best explains why it is important for an F&B staff to look out for
his/her health and hygiene practices?
 Select one:


 a.
 Proper hygiene enhances your productivity and performance as an F&B staff.


 b.
 Being an F&B staff is mainly about looking good and presentable.

 c.
 Being an F&B staff involves dealing with people and handling food items.


 d.
 Proper health and hygiene practices are included in the policy of most establishments.

 Question 9

 Correct
 Mark 1.00 out of 1.00

 Flag question

 Question text
 This document is usually handed before the shift starts to let you know the activities that you
must accomplish during your shift.
 Select one:


 a.
 Daily Task Sheets


 b.
 Standard operating Procedures (SOPs)


 c.
 Direct Requests

 d.
 Contracts and Job Description

 Question 10

 Incorrect
 Mark 0.00 out of 1.00

 Flag question

 Question text
 Which of the following is not true for both casual dining and fast food restaurants?
 Select one:


 a.
 Both offer easy-to-prepare menu items convenient for take-away


 b.
 Both offer menu items that are more-affordable than in fine-dining restaurants


 c.
 Both have lower guest-to-staff ratio compared to fine-dining restaurants


 d.
 Both observe free-seating of guests.
 Uni t 2: Preparing the Environment for Food and Beverage Service

Learning Objectives:

At the end of this unit, you should be able to:

 Observe the necessary steps/checks in preparing for the upcoming service session
 Identify the different types of menu
 Perform the following procedures in preparing the food and beverage service
environment:
o Setting tables;
o Dressing tables; and
o Napkin folding techniques.
 Perform the proper procedure for taking table reservation

LESSON 1: Checking the Requirements of the Upcoming Service Session

Table of contents

 Introduction
 TOPIC 1: Understanding the Upcoming Service Session
 TOPIC 2: Checking the Menu for the Upcoming Service Session

oBasic Types of Menu

oOther Types of Menu
 TOPIC 3: Cleaning and Checking the Restaurant Area

Introduction
The goal of a food and beverage service staff is to provide efficient and well-delivered food and
beverage service to the guests. To do this, you must prepare for the upcoming service session taking
into consideration its requirements

TOPIC 1: Understanding the Upcoming Service Session

To be able to provide an efficient food service that will satisfy the guests, here are the activities that
are commonly undertaken to help an F&B service staff anticipate and understand the upcoming
service session.

1. Check the table reservation.

2. Consider the anticipated trade.
3. Arrival and treatment of VIPs
4. Check for special service protocols or plans for the upcoming service.
5. Limitations for service
TOPIC 2: Checking the Menu for the Upcoming Service Session

Basic Types of Menu

Other Types of Menu

TOPIC 3: Cleaning and Checking the Restaurant Area

Part of a well-delivered food service is providing a hygienic and secure environment for the
guests. This involves having a clean and orderly service area where guests can eat conveniently
and without any worries.

Major cleaning activities are done when the restaurant is closed leaving the responsibility of
monitoring the cleanliness during operation hours to the food and beverage staff. The following
are the restaurant areas that must be kept clean:

1.) Waiting Area, to make sure that the waiting area is ready for service: first, always keep it clean and tidy.
Second, provide seats enough for every guest, three, offer reading materials, four, make sure that the
waiting area has a nice and pleasant view.

2.) Toilets, there is nothing more disappointing guests than a messy, smelly, and unpleasant restroom. To
ensure that the restroom will stay pleasant to the guests, first, provide hand soaps and refill containers when
empty; next, keep lavatory sinks dry and free from soap residue and used tissue paper; stock toilet cubicle
with enough amount of toilet paper. Make sure that the toilet bowl and seats are always kept clean, make
sure that urinals are in good working condition and well supplied with deodorant blocks. Stocks hand towel
dispensers; keep hand dryers clean and functioning well. Empty waste bin. Keep the floor dry and free from
debris and maintain a clean and hygienic smell.

3.) Smoking Areas, most establishment discourage smoking in their premises. However, for those with
designated smoking area it can be kept clean by: First performing spot checks or cleaning regularly. Two,
placing bins for disposal of cigarette butts in designated areas.

4.) Public Areas, external areas include the areas outside the restaurant premises such as walkways, gardens,
and carparks. To maintain the cleanliness in these public areas, observe the following: One, sweep the area
 or use a water hose to wash-off dirt, two, pick up litter and three collect any food service items that guests
may have taken outside.

5.) Waiter’s Station, a waiter’s station is intended to assist you in the performance of your duties. The waiter’s
station contains the items that are usually required by the guests, such as tableware, copy of the menu, table
napkins and condiments. Before the service starts, make sure of the following: First, that supplies are
enough for the upcoming service, second, containers of condiments are wiped clean and third that all
tableware is clean and ready for use.

You should also check the cleanliness of other areas and restaurant items such as:

1. Tables and Chairs

2. Pictures and other Ornaments
3. Light Fixture and Doorknobs
4. Indoor Plants and Pots
5. Glass Windows, Panel and Doors
6. Carpeted and tiled Floors
7. Hostess Stands
8. Menu Display Stands
9. Buffet Line and Bar
LESSON 2: Setting Up the Dining Area
Table of contents

 Introduction

Introduction
Preparing the service area requires time. Therefore, the food and beverage service staff are given at
least an hour to set up the service area before the session starts.

The service area is where the guests spend most of their time while in the restaurant and where you
do most of your tasks as food and beverage service staff. It should be set up properly depending on
the existing policy or the requirements of the upcoming session.

This lesson includes the various tasks to be performed in order to prepare the service area such as
setting up furniture and food and beverage equipment and tableware preparing the waiter’s station
and adjusting the food service environment.

 TOPIC 1: Setting Up the Furniture and F&B Service Equipment

Setting up the furniture and F&B equipment is one of the major tasks involved in preparing the
service area. The following measures should be observed when setting up the furniture and
equipment:

Determine additional setup for special occasions.

The physical setup of most establishments is made permanent. However, several instances will
require you to prepare additional arrangements for special occasions such as setting up the buffet
table and promotional devices. Doing so requires you to be familiar with the floor plan. A floor plan
shows the manner in which the tables are arranged in the restaurant area.

The following are also common factors that should be considered when setting up additional service
requirements:

1. Shape and design of the room

2. Immovable objects (Staircases, Waiter’s stations)
3. Shapes and sizes of furniture and equipment
4. Emergency exits and doors
5. Ease of movement for guests and personnel
6. Location of bar and toilets

Check and clean the furniture.

The cleanliness of the tables and chairs and the comfort of sitting in the dining area has a huge effect
on the overall dining experience. Dining room furniture must be well-maintained. The following are
some measures to undertake to make sure that guests will return to your restaurant:
 1. Use the appropriate cleaning material to wipe the furniture.
2. Make sure that tables are clean and dry before making it available to guests.
3. Clean chairs regularly to prevent small crumbs from building up.
4. Avoid using abrasive cleaners and products such as sandpapers and brushes with hard
bristles.
5. Examine the furniture regularly and report defects to the appropriate personnel.

Prepare the equipment for service.

Various machines are used depending on the range of service provided by the restaurant. Below are
some steps to follow to make sure that equipment will function well in the course of the food and
beverage service session.

1. Clean and use all equipment according to the instructions provided by the manufacturer.
2. Items that are not clean, unsafe or are showing signs of malfunction should be removed from
service and reported to the appropriate personnel.
3. Turn on machines that need to be prepared before the service starts.
4. Beverage dispensers should be inspected regularly to make sure that they are clean and in
good condition.

 TOPIC 2: Clothing Tables

Different establishments have different ways and styles of clothing a table. External requirements
such as event themes and guest preference also affect the way a table is clothed. Below are the
types of linen used in the food and beverage service.
 o Procedures for Laying the Tablecloth
 Check if table is clean and sturdy.
 Make sure that the tablecloth is folded in a concertina or accordion-like manner.
 Place the folded tablecloth on the table with its open end facing away from you.
 Unfold the topmost layer toward your direction.
 Hold the second and the bottom layer to secure them in place.
 Let it hang on the edge of the table.
 Using your thighs, press the unfolded topmost layer to secure it in place.
 Pull the bottom layer to release the rest of the tablecloth.
 Adjust the tablecloth to make sure that the overhang falls equally on each side.
 Lay the topcloth through the same procedure.

o Tips in Clothing a Table

 The tablecloth should be clean and freshly laundered.
 Any linen with stains should be discarded.
 Tablecloths should be pressed and free from wrinkles.
 Never let the cloth touch the floor.
 Make sure that the cloth is laid on the right side up.
 If appropriate, use the tablecloths to cover the legs of the table.

o Skirting Tables
The table skirt is a fabric or a paper drape which covers the front and the sides of the table from the
surface down to the floor to hide the legs of the table and the underneath from plain sight. Table
skirting is traditionally done from scratch. However, most establishments now commonly use ready-
made table skirts which can be easily attached to a table.

 TOPIC 3: Preparing Table Napkins

The word "napkin" is derived from the French word “naperie” which means “household linen.”. The
use of table napkins in the food and beverage service started in the year 1400 on royal events. Back
then, the napkins that they use were made from warm and perfumed pieces of cloth.
Table napkins serve two purposes: First, to wipe the hands and the mouth of the guests or to protect
guests from spillage; And second, to decorate the table for a more pleasing table setting.

Guidelines for Preparing Napkins

The common size of table napkin used by food and beverage establishments now is 16x16 inches
(40.6x40.6 cm.) or 18x18 inches (45.7x45.7 cm.). Below are some of the measures you must observe
when preparing table napkins.

 Make sure that napkins are freshly laundered and well pressed.
 The napkins should have no stains and other dirt.
 Napkins should not have holes or any torn parts.
 Napkins should be starched to make them sturdy.
 o Pyramid Napkin Fold
 Lay the napkin with the front side up.
 Fold the napkin diagonally to form a triangle
 Take the two corners of the base of the triangle and fold it to meet the corner closest to you.
Doing this will make a diamond shape out of the table napkin.
 Turn the napkin over and keep the open end facing away from you.
 Fold the napkin diagonally to form another triangle.
 Fold the triangle in half vertically with the open ends hidden behind.
 Let the napkin stand into a pyramid.
o Candle Napkin Fold
 Lay the napkin with the front side up.
 Fold the napkin diagonally to form a triangle.
 Fold up an inch from the base of the triangle
 Turn the napkin over.
 Fold one side of the triangle up and start rolling the napkin.
 Roll the napkin tightly into a cylinder until it reaches the other end.
 Tuck the end of the napkin to secure the roll.
 Fold one of the tips of the roll to reveal the smaller tip.
 Let the napkin stand into a candle with the smaller tip as the flame.
o Fan with Stand Napkin Fold
 Lay the napkin with the front side up.
 Fold the napkin crosswise to form a rectangle.
 Starting at one of the narrow ends, fold the napkin into an accordion-like figure.
 Leave enough inches unfolded for the base of the fan.
 Secure the folded part of the napkin and fold it in half.
 Fold the base diagonally and tuck its end underneath.
 Release the folded napkin and let it stand into a fan.
o Know Your Napkin Fold I

Activity: Matching Type

Direction: Identify and match the napkin folding styles. Write the letter on the space provided.

o Rosebud Napkin Fold

 Lay the table napkin face down in front of you.
 Fold the napkin diagonally into a triangle.
 Fold the farthest corners to meet the corner closest to you. The napkin should form a
diamond.
 Turn the napkin over. Keep the open end pointing away from you.
 Fold the corner closest to you outward to form a pentagon.
 Turn the napkin over one more time.
 Fold an inch on one of the sides two times.
 Do the same with the other side.
 Tuck one side with the other to secure both folds.
 Let the napkin stand into a rosebud.
o Bishop’s Hat Napkin Fold
 Lay the napkin with the front side up.
 Fold the napkin crosswise to form a rectangle.
  Take one of the farthest corners of the rectangle and fold it diagonally.
 Hold the fold in place and take one of the closest corners.
 Turn the napkin over.
 Fold the napkin horizontally revealing two triangles along the longer side.
 Gently roll the one triangle and tuck its end underneath the right triangle.
 Do the same with the other triangle.
 Form a circle out of the base of the napkin.
 Let the napkin stand and make sure that its center looks hollow.
o Bird of Paradise Napkin Fold
 Lay the napkin with the front side up.
 Fold the napkin in a quarter by folding it horizontally and vertically afterward
 Fold the napkin diagonally to make a triangle.
 Fold one of the corners inward.
 The corner should form a tip pointing in your direction.
 Do the same with the other corner.
 Fold the tips outward to form another triangle.
 Fold the triangle vertically to expose the center seam.
 Hold the base firmly and pull up four tips to create the wings of the bird of paradise.
 Place the folded napkin in a goblet to let is stand.
o Crown Napkin Fold
 Lay the napkin with the back side up.
 Fold the napkin diagonally into a triangle.
 Fold the closest corners to meet the farthest corner. The napkin should form a diamond.
 Fold the bottom corner at about 2/4’s of the way to form a small triangle.
 From the tip of the triangle, fold it down until its point touches its base.
 Turn the napkin over.
 Fold half an inch on one of the sides fold it toward the center.
 Do the same with the other side until they meet at the center.
 Tuck one side with the other to secure both folds.
 Bend two of the outer layers of the napkin and let them hang on the side.
o Know Your Napkin Fold II

Activity: Identification

Direction: Identify the following napkin folding styles.

 TOPIC 3: Preparing the Waiter's Station

Also known as the service station, the waiter’s station is a table or a drawer set up in a restaurant that
contains the necessary items to assist the staff in the performance of their duties.
Requirements of a Waiter's Station
The following are the items that should be found at the waiter’s station:

1. Menu list
2. Service trays
3. Condiments and single-use items
4. Clean crockery
5. Water Pitcher
6. Clean glassware
7. Clean table napkins
8. Bill folder
9. Clean cutlery
10. Centerpieces
11. Fresh linen

o Guidelines for Preparing the Waiter's Station

A waiter’s station should contain the item necessary in service such as the following:

1.) Keep the waiter’s station tidy, orderly at all times.

2.) Observe the cleaning schedule when shelves drawers should be emptied and cleaned.

3.) Inspect each item when preparing waiter’s station.

4.) Return soiled items to the wash-up area for cleaning.

 5.) Take damaged items out of service.

6.) Follow the safety procedures and organizational policies when discarding damaged items from use
such as proper recording of damaged and discarded items.

7.) Check if the stock is sufficient and in their proper places.

8.) Order new stocks before they run out.

Activity: In or Out?

Direction: Write in the boxes the items that are commonly found in the waiter’s station.

 TOPIC 4: Preparing the Cutlery

The term cutlery refers to any hand-held tool used for eating or serving food. Also called silverware
or flatware, cutlery items include spoons, knives, forks, and tongs. The following are the common
types of cutlery:
o Tips for Handling Cutlery
Cutlery items deliver the food from the plates to the guests. It is important that they are kept sanitized
and polished at all times. Here are some of the steps to keep cutlery items polished:

 Sort cutlery items according to type and place them in a utensil organizer.
 Hold cutlery items by the handles.
 Use a lint-free cloth to wipe the service end of the cutlery items.
 Place polished cutlery on an underplate. Make sure to place cutlery items handles up in
the service position.
 Do not touch the part of the cutlery that goes into the mouth of guests.
 Use a lined plate when serving additional cutlery.

 TOPIC 5: Preparing the Crockery

The term crockery includes plates, dishes, and cups used in dining. Most crockery items are made of
baked clay but some are made out of metal and glass. Here are the common types of crockery:

Common Crockery: Plates

https://kopintableware.com/article/7-types-of-dinner-plates-uses/

Show Plate: 12-14 inches

Dinner Plate: 10-10.5 inches

Fish/Entrée plate: 8-9 inches

Dessert Plate: 7.25-8.5 inches

Bread & Butter Plate: 5 inches

How to Identify the Different Types of Dinnerware (thespruceeats.com)

Common Crockery: Bowl, Cups, & Saucers

Types o Plastic Bowls

o Glass Bowls o Metal Bowls
o Ceramic Bowls Styles
o Stoneware Bowls o Soup Bowls
o Earthenware o Salad Bowls
Bowls o Rice Bowls
o Fine China Bowls o Cereal Bowls
o Bone China Bowls o Mixing Bowls
o Bamboo Bowls o Storage Bowls
o Melamine Bowls o Dip Bowls
 o Candy Bowls o Pet Bowls
o Pasta Bowls o Change Bowls
o Decorative Bowl

 TOPIC 6: Preparing the Glassware

There are numerous variations of glassware in the food and beverage industry. This tableware
varies according to shape and the beverages they are used for. The following are the most
common types of glassware used in food and beverage service:

o Tips in Handling Glassware

Glass items are fragile that is why proper measures should be observed in handling them. The
following are some of the safety and sanitary tips when handling glassware:

 Use ice scoopers or tongs to fill the glass with ice. Never use the glass to scoop ice.
 To avoid breakage, do not dip a hot glass in cold water.
 Do not stack the glassware.
 Use trays in carrying more glass than you can handle.
 Always handle the glass by the stem or the base.
 Handle stemmed glasses separately to avoid breakages.

 Tricky Tableware

Activity: Tricky Tableware

Direction:

 TOPIC 7: Setting Up Tables

Setting up tables means placing the tablecloth, and the appropriate tableware and linen on the
table. This topic will present to you the most common table set up today.

o Ala Carte / Basic Cover Setup

 o Table d’Hote Cover Setup

A table d’Hote menu is known for having a set price for a meal including a certain number of
courses. In this menu, the table is preset so all the necessary tableware for the entire meal are
already laid out. Table setup may vary according to what the first dish is based on the order of
the guests. If a soup is the first dish, soup spoons should be set together with the rest of the
tableware. Meanwhile, if fish or other items like escargot snails are on the menu, the appropriate
dining utensils should also be included in the setup.
 o Standards in Table Settings

Completeness
  All the necessary tableware should be set before the service starts.
 Coffee or tea must be with sugar or creamer.
 Placemats can be set up when the table is not covered with a tablecloth.
 Condiments should be set on the table and refilled when appropriate.
 Client requirements and cover adjustments should be provided before food orders are served.

Uniformity and Balance

 There should be even spacing between chairs and covers or the table setting for each guest.
 Same glassware and crockery and cutlery items should be provided for guests who have the
same food orders.
 Cutlery items should be aligned properly with the same distance from the edge of the table.

Order and Timeliness

 All service equipment should be on the appropriate side of the cover.

 Glasses, cups and saucer, knives and the cocktail fork should be on the right side.
 Forks and knives except for the cocktail fork should be on the left side.
 Condiments should be at the center together with the centerpiece.
 Cutlery items should be arranged according to the sequence they are going to be used.

Eye Appeal

 The whole setup should look presentable.

 Presidential and buffet tables should be skirted for banquet events.
 Appropriate color combinations should be observed.
 Appropriate centerpiece and decors should be used.

Hygienic Practices

 The hands are washed and dried clean when setting up the table.
 Tablecloths, napkins and other linen items are pressed and freshly laundered before these are
made ready for use.
 Table napkins and other linen items are not overly-handled during the napkin folding and the
table set up.

 TOPIC 8: Preparing and Adjusting the Service Environment

The ambiance is an important element in the overall dining experience. As a food and beverage
service staff, you should consistently monitor the environment during service to ensure that it is in
line with the policy and requirements of the establishment. Most venues will have a standard policy
regarding the following elements:

 Restaurant Temperature
 Lighting
 Music
 Table Decorations and Floor Display
 Hygiene and Sanitation
LESSON 3: Processing Incoming Reservations

INTRODUCTION
A reservation is an arrangement made in advance to have a table available at a particular time. Guests
can make reservations over the phone, online or in person. Restaurants make it a goal to fill as many
seats as possible for every shift while still maintaining high standards of food and beverage service.
Many restaurants take reservations in order to assist guests or parties whose plans require a specific
seating time. However, not all restaurants accept reservations.

Table of contents

 INTRODUCTION
 TOPIC 1: TAKING TABLE RESERVATION

Procedures for Taking Table Reservation

The following steps are carried out in taking table reservation:

1. Answer the phone call promptly. Using the proper telephone etiquette, introduce yourself and
ask for the name of the caller.
2. Use the name of the guests appropriately and gather the following important information:
o Number of guests
o Reservation date
o Arrival time
o Name of person who will be checking in
o The contact information of the person checking in and the person making the
reservation
o Other special requirements
3. Recap the details of the reservation to the caller.
4. Conclude the call properly.

o Following up Table Reservation

It is vital to confirm or follow up all reservations to make sure that the limited space can be used
in the most profitable manner. Following up on reservations is usually done the day before or on
the morning of expected arrival of the guests.

Importance of Following Up Table Reservations

The following are the main reasons why reservations should be followed up :

 Gives the guests the impression that you value their patronage
 Ensures that guests who have made a reservation will have an allotted space when they arrive
 Ensures tables can be given to others if the guest is not coming anymore
 Confirms information or arrangements regarding the booking
 Ensures that any changes can be accommodated before the guests arrive.
 Enables staff to explain parking arrangements to help facilitate their arrival
 Allocates tables for others on the waiting list
Follow Up Activities
Once the reservation has been confirmed there are a number of tasks that need to be performed.
These include:

 Informing the waitstaff of the tables under their responsibility of reservation details and
requests.
 Informing the kitchen staff of any requests.
 Follow up the other staff on any requests such as a birthday cake.
 Notifying people on the waiting list if a reservation has been canceled.
 Processing charges as applicable.
 Set the tables accordingly such as placing a reserved sign on the table

Unit Quiz

Arrange the following procedures for laying the tablecloth in the proper sequence:

1. Adjust the tablecloth to make sure that the overhang falls equally on each side of the table.
2. Place the folded tablecloth on the table with its open end facing you.
3. Pull the top-most layer to release the centerfold.
4. Hold the upper two layers and release the bottom layer of the cloth. Place it over the far edge
of the table.

Select one:

a.
4, 3, 2 and 1

b.
1, 2, 4 and 3

c.
2, 4, 3 and 1

d.
3, 1, 2 and 4
Question 2
Correct
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Identify which of the following groups consist of stemmed glassware only?
Select one:

a.
Irish Coffee Glass, Brandy Snifter, Rock Glass

b.
Red Wine Glass, Water Goblet, Shot Glass

c.
Pilsner, Collins Glass, Margarita Glass

d.
Sherry Glass, Champagne Flute, Martini Glass
Question 3
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In this cover setup, the required tableware is only placed after the order was taken.
Select one:
a.
Table d'Hote

b.
Cover

c.
A la Carte

d.
Basic
Question 4
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The following are important information commonly gathered when taking table reservation except:
Select one:

a.
Contact number of guests

b.
Date of reservation
c.
Dietary restrictions of guests

d.
Number of guests
Question 5
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The following are reasons why it is necessary to check the reservation first before setting up for the
upcoming session except?
Select one:

a.
Pre-orders can be determined to estimate the preparation time

b.
There might be a reservation for a group of guests requiring changes in the regular setup

c.
Reserved tables can be prepared at the proper time prior to the arrival of the guest

d.
To know if guests would need high chairs or wheelchairs
Question 6
Correct
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The following guidelines for preparing the waiter’s station is true except:

Select one:

a.
The waiter’s station should be kept clean and tidy.

b.
An order form should be filled out when restocking items in the waiter’s station.

c.
Damaged items should be discarded according to the policy of the establishment.

d.
Place the waiter’s station in a secluded area hidden from the guests.
Question 7
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Question text
The weather is rainy and the outdoor temperature is low. What adjustments might be necessary to
make the dining environment more comfortable?
Select one:

a.
Relocate tables and add more table decorations.

b.
Play livelier and louder music.

c.
Dim the lights and lower the temperature.

d.
Make lights brighter and the temperature higher.
Question 8
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This is a term used to determine a table setup made for one guest only.
Select one:

a.
Basic
b.
Cover

c.
Reservation

d.
A la Carte
Question 9
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This term refers to the type of tableware that is commonly made up of baked clay and includes plates,
dishes and cups.
Select one:

a.
Cutlery

b.
Consomme

c.
Cruet
d.
Crockery
Question 10
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This type of menu is characterized by food and beverage items having separate prices.
Select one:

a.
Plat du Jour

b.
Carte Du Jour

c.
Table d’Hote

d.
Ala Carte
Question 11
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 Flag question

Question text
Which of the following is not a type of cutlery?
Select one:

a.
Steak Knife

b.
Soup Tureen

c.
Butter Spreader

d.
Parfait Spoon
Question 12
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Which of the following is not true about following up table reservations?
Select one:
a.
It enables staff to explain parking arrangements to help facilitate the guests’ arrival

b.
It determines what mode of payment is to be applied.

c.
It determines if tables may be given to other guests if the former reservation has been canceled.

d.
It makes sure that guests who have made a reservation will have an allotted space/table when they
arrive.
Question 13
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Which of the following should not be done when checking areas of the restaurant before the service
starts?
Select one:

a.
Check the waiting area for cleanliness.

b.
Provide restrooms with hand soaps and enough supplies.
c.
Place soiled tableware in the waiter’s station.

d.
Make sure that the smoking area is provided with ashtrays or bins for cigarette buts.
Question 14
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Which of the following statements is true about setting up the furniture and equipment?

1. Floor plans show the arrangement of furniture and other physical features in the restaurant
area.
2. When cleaning wooden furniture, it is advised to use abrasive products such as sandpapers.
3. F&B equipment should be checked to make sure that ingredients are enough for the next
session.
4. The location of the bar and the restrooms should be considered when changing the floor plan.

Select one:

a.
1 and 3 only

b.
1 and 4 only

c.
1, 2 and 4 only
d.
All of the above
Question 15
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Why is it important to check the menu before setting up for the upcoming service session?
Select one:

a.
To promote the menu items before the service starts

b.
To know the tableware that should be included in the setup

c.
To determine where the menu can be placed

d.
To determine the number of incoming guests
Feedback
Your answer is correct.

Unit 3: Receiving & Resolving Guest Complaints

https://www.google.com/search?q=Receiving+
%26+Resolving+Guest+Complaints&sxsrf=AOaemvLwwWr8RUuJ_pePRQShbBhYOrYAYw:1632199584679&source=lnms&
tbm=isch&sa=X&ved=2ahUKEwiQ18mjoY_zAhUHLpQKHVIXBkcQ_AUoAXoECAEQAw&biw=1366&bih=657&dpr=1#im
grc=xP-hJmb62DTaFM&imgdii=4tUqLQgKII3hfM

At the end of the session, you should be able to:

 Deal with complaints from the guests.

 Determine the proper course of action to take when there are guest complaints.

Table of contents

 INTRODUCTION

Complaints arise when the needs, wants or wishes, and expectations of guests are not satisfied.
Complaints commonly arise in every establishment. While some might think that these bring
negative implication to service, guest complaints when resolved correctly and quickly, provide
opportunities to improve the service and to develop a good relationship with the guests.

 TOPIC 1: HANDLING GUEST COMPLAINTS

It is common among food and beverage establishments that some guests will have a problem with
their food and beverage orders. If guests are dissatisfied, it is better if they tell the service staff in
order to set in place a course of action to solve the problem. The following are some guidelines you
should observe when handling guest complaints:

 Welcome complaints from the guests and thank the guest for raising the complaint.
 Apologize for the problem and the inconvenience.
 Clarify details of complaints.
 Identify and review options to determine possible solutions.
 Agree and confirm action to resolve the complaint.
 Keep the guests informed.
 Refer complaints for appropriate action.
 o Tips for Handling Guest Complaints

 Do not argue with guests.

 Let the guest feel that you are taking the matters seriously.
 Be objective, courteous and discreet.
 Stay calm and positive. View the situation as an opportunity to turn a problem into a positive
service experience.
 Use effective communication and interpersonal techniques.
 Ask the right questions.
 Follow up with the customer regarding the developments on the complaint.
 Do not treat guests as complainers.
 Listen to the complaint, apologize and act quickly to fix the problem. The sooner the problem
is fixed the better impression is made to the guest.

o Tips for Handling Alcohol-Related Complaints

  TOPIC 2: REFERRING COMPLAINTS

Guest complaints vary. There are complaints which you can resolve in your capacity and scope of
authority. On the other hand, there are also complaints which need to be referred to the executive
management or an external body.

When to Refer Complaints?

It is advised that complaint is referred to appropriate persons when:

 The complaint involves serious matter such as death, assault and theft.
 Mastery of a skill, knowledge or equipment is required as evidence such as financial
statement, bank records and security surveillance equipment.
 When the situation is causing disruption in the operation and discomfort to the other guests.
 When there is a threat to your safety and the well-being of others.

o Guidelines for Referring Complaints

  Do it quickly.
 Refer complaints to the appropriate person as identified in the policies and
procedures of the establishment.
 Provide complete and clear details of the complaint.
 Explain to the concerned guest that the matter will be referred to a higher authority.
 Inform the concerned guest to whom the complaint will be referred to.

 TOPIC 3: RECORDING DETAILS OF COMPLAINT

Benefits of Recording Details of the Complaint

Every establishment should have records of guest complaints. The following are the benefits of
recording complaints:

 Establishes a clear record of facts relating to a complaint.

 Identifies any communication or action taken.
 Keeps accurate and impartial facts of a complaint.
 Serves as a reference for any complaint that may arise in the future.
 Acts as evidence source if additional costs are incurred.
 Acts as a tool to identify common problems which are to be investigated.
 Provides a compilation of feedback from guests which can be used in the improvement of
products and services.
Necessary Information in Recording Complaints
Some food and beverage establishment have a form or document to be filled out in cases of guest
complaint. The following are important details to be noted regarding the complaint:

 Details of the complainant.

 Details of the complaint (date and time).
 The chronological order of events.
 Summary of discussions.
 Persons involved.
 Evidence collected.
 The subject of the complaint (staff, service, menu item)
 Recommendations or actions that were taken.

Activity: Show and Tell

Direction: Provide the best answer to the questions about the following complaint situations.

Scene 1.

Excuse me.

Yes Ma’am?

I have a problem with the soup that was served to me.

What about it Ma’am?

It was served cold, one of your staff told me it should be hot.

Thank you for raising your concern Ma’am and I apologize for that. Would you like me to bring your
soup back to the kitchen to be reheated?

That would be fine but how long do you think it will take? You see, I have a meeting at three in the
afternoon and I do not want to be late.

I can assure Ma’am that it will not be longer than five minutes.

Alright, you can take my soup back to the kitchen now.

Thank you very much, Ma’am, do you need anything else?

None anymore, thanks.

Questions:

1. What caused the complaint?

 2. What was the action taken by the staff to resolve the complaint?
 Told the guest to wait while the complaint is refered to his superior
 Told the guest if she wants to order another item
 Asked the guest if the soup can be reheated

Scene 2.

Hey! Where is my beer?!

I apologize Sir Alvin, but we ran out of beer. Would you like to order coffee or tea instead?

No, I want beer! I said I want beer. I want it now!

As much we want to Sir. We really cannot serve you anymore.

I want to talk to the manager!

Manager: Excuse me Sir, how may I help you?

Do you know that I am a regular customer here? I want my beer and your staff says that you do not
have no more beer to serve.

Manager: I
apologize for that Sir, I checked with our bar and unfortunately, we
really do not have any more stock on hand.

(Shouting and acting rowdy) What kind of restaurant is this?!!! You do not
value your customers!!! I am a paying guest....

Manager: (Firmly) I am sorry Sir, but you are starting to cause discomfort to
the other guests. May I suggest that you transfer to another table?

No! I want my beer now!

I ask you Sir to calm down. If not, I am sorry, but I’ll have to ask you to
leave now. My staff will see you out.

1. What is the cause of the complaint?

Arowdy intoxicated guest
 The staff refusing to serve alcohol to an intoxicated guest
 Snob and neglegent staff

2. What was the action taken by the waitstaff?

  She asked the guest to calm down or she will take ask him to leave.
 The waitstaff referred the matter to the manager.
 She told the guest to return when the manager comes back.

3. What was the action taken by the manager?

 He
served the guest more beer so the guest will calm down.
 He asked the guest to calm down or he'll be taken out of the premises.
 The manager asked his staff to escort the guest out of the establishment.

Acitiviy: Multiple Choice

Direction

Which of the following statements is not correct about the end of shift activities?
Select one:

a.
Salt and pepper shakers and straw dispensers are example of items that must be replenished.

b.
Handover should be done before the day starts.

c.
A requisition form might be necessary when requesting supplies.

d.
Necessary items should be requested days before they are needed.
Question 2
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Question text
Why is it important to provide proper handover to the incoming shift?
Select one:

a.
It ensures the guests that service will remain efficient even when shifts change.

b.
It develops a bond between staff of different shifts.

c.
It provides a chance for an F&B service staff to see the shortcomings of the previous shift.

d.
It gives the staff a chance to properly bid goodbye to the guests as their shift ends.
Question 3
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Refer to the scenario below and identify the details of the complaint.
Guest: Excuse me.
Staff: Yes Ma’am, how may I help you?
Guest: I would like to talk to the manager.
Staff: I apologize but the manager is not on the premises right now. Would it be fine if I ask the
concern you want to discuss with the manager?
Guest: I’ve been served with a cream-based soup and it has triggered allergic reactions. I am pretty
sure that I have mentioned my lactose intolerance while one of you is taking my order.
What is the complaint about?
Select one:

a.
Soup is too creamy

b.
Absence of the manager from the premises

c.
Guest did not order the soup

d.
Guest’s allergic reaction caused by the soup
Question 4
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The following are necessary information when recording details of a complaint except:
Select one:

a.
Date and time of the complaint

b.
Name and age of the complainant
c.
All the staff present during the shift

d.
Taken actions and/or resolution
Question 5
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Which of the following measures should not be done when handling guest complaints?
Select one:

a.
Listen to the complaint, apologize and act quickly to fix the problem

b.
If the complaint involves a staff member, always take the side of the guest

c.
Clarify detail of complaint

d.
Stay calm and positive
Question 6
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Which of the following can be a result of an improper handover?
Select one:

a.
Supplies running out in the middle of the shift.

b.
All menu items are available throughout the shift.

c.
Guest complaining about a dish served raw.

d.
Seat turn-over decreased compared to the previous shift.
Question 7
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Why is it important to ask questions when handling guest complaints?
Select one:

a.
It keeps the guests informed about the progress of the action.

b.
It helps clarify details of the complaint.

c.
It makes the guests realize how petty their complaints are.

d.
It gives you enough time to look for possible resolutions.
Question 8
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It is important that the guests are kept informed of the progress of the resolution because...?
Select one:

a.
It helps the guests identify the main points of the complaint.

b.
It determines the factual from the emotional aspects of the complaint.
c.
It helps determine the factual details of the resolution.

d.
It shows your commitment to accomplish the resolution agreed upon.
Question 9
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The following are important details that a requisition form must contain except.
Select one:

a.
Quantity

b.
Items requested

c.
Price of the items

d.
Date of request
Question 10
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Question text
Refer to the scenario below and identify the details of the complaint.
GUEST: Excuse me.
STAFF: Yes Sir, how may I help you?
GUEST: I would like to avoid making a scene but I have been served with a raw pork.What is the
best resolution that you could offer to the complaining guest?
What is the best resolution that you could offer to the complaining guest?
Select one:

a.
Excuse yourself and inform your supervisor about the concern.

b.
Apologize for the complaint and excuse yourself.

c.
Tell the guest that you will relay his/her concern to the staff who took the order.

d.
Ask the guest if the meal can be recooked according to his preference.

Unit 4: Performing End of Shift Activities

At the end of this session, you should be able to:

  Perform the activities involved in the inventory checking as well as in re-ordering
and storing items; and
 Undertake the steps in providing handover.

LESSON 1: Replenishing and Requisitioning Items

INTRODUCTION
Before shifts change, certain measures should be undertaken in order to make sure that efficient
service continues afterward. Replenishing and requisitioning items for the incoming shift is part of
the activities in providing handover.

Table of contents

 INTRODUCTION
 Topic 1: Replenishing and Requisitioning Items

One of the tasks you will be required to do at the end of a shift is to check the supplies you have in
the restaurant. By the end of each shift, items may need to be replenished or re-ordered to make sure
that supplies are enough for the next shift.

Replenishing Supplies

Replenishing items mean refilling condiments and re-stocking tableware to be used for the next shift.
The common F&B items that should be replenished includes:

 Condiments and sauces

 Clean tableware in the waiter’s station
 Linen
 Salt and pepper shakers
 Single-use items (drinking straws, toothpicks, takeaway containers)

Requisitioning Items
Requisitioning is requesting for items coming from the stock room. Requisitioning is done when the
number of supplies is below established par stocks. Examples of items that are requisitioned include:

 Condiments
 Pads and pens
 Glasses
 Cutlery and crockery items
 Linens
 Cash register rolls
 Take away boxes or containers
 Paper napkins
 Cleaning products

o Filling up the Requisition Form

LESSON 2: Providing Handover
Table of contents
INTRODUCTION
A handover is an activity where the first shift endorses unfinished functions of an establishment
such as guest service and other instructions for the incoming shift. Presented in this lesson are
the steps in providing a proper handover.

 INTRODUCTION
 TOPIC 1: STEPS IN PROVIDING HANDOVER

Providing handovers is an internal function that food and beverage staff undertake to provide
efficient service even when shifts have changed. It is important that handovers are done with the
most minimal if not without any disruption to food and beverage service. The following are the steps
to efficiently provide handover.

Before Handover
Prior to handover, the outgoing shift should observe the following measures:

 Make sure that all areas of the department such as the floors, tables, chairs, storage areas,
waiter’s station and equipment are clean and returned to their designated areas.
 Consumable items such as paper napkins, straws and toothpicks should be re-stocked and
stored properly.
 Make sure that there is enough change fund in the register for the next service session.
During Handover
The following information is provided to the upcoming shift:

 Status of the orders and service.

 Availability of products and supplies.
 The "86" items or out of stock menu items.
 Any guest complaints both resolved and unresolved.
 Any relevant information about specific machine and equipment.
 Details regarding the stocking of table utensils and other service wares.
 Information on financial transactions such as:

1. Guests who have already paid.

2. Guests or tables whose deposits have been received.
3. Guests who have indicated themselves as hosts of the table.
4. Guests who may be dining on gift certificates.
5. In-house guests who will be charging the accounts to their rooms.
6. Tables where accounts have been presented but not paid yet.
7. Status of every account in the service area.

Activity:

Direction:

Why is it important to provide proper handover to the incoming shift?

Select one:

a.
It provides a chance for an F&B service staff to see the shortcomings of the previous shift.

b.
It gives the staff a chance to properly bid goodbye to the guests as their shift ends.

c.
It ensures the guests that service will remain efficient even when shifts change.

d.
It develops a bond between staff of different shifts.
Question 2
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Question text
Refer to the scenario below and identify the details of the complaint.
GUEST: Excuse me.
STAFF: Yes Sir, how may I help you?
GUEST: I would like to avoid making a scene but I have been served with a raw pork.What is the
best resolution that you could offer to the complaining guest?
What is the best resolution that you could offer to the complaining guest?
Select one:

a.
Ask the guest if the meal can be recooked according to his preference.

b.
Excuse yourself and inform your supervisor about the concern.

c.
Tell the guest that you will relay his/her concern to the staff who took the order.

d.
Apologize for the complaint and excuse yourself.
Question 3
Correct

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 Flag question

Question text
Which of the following can be a result of an improper handover?
Select one:

a.
Seat turn-over decreased compared to the previous shift.

b.
Guest complaining about a dish served raw.

c.
All menu items are available through out the shift.

d.
Supplies running out in the middle of the shift.
Question 4
Correct

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Question text
Which of the following measures should not be done when handling guest complaints?
Select one:
a.
Clarify detail of complaint

b.
Listen to the complaint, apologize and act quickly to fix the problem

c.
If the complaint involves a staff member, always take the side of the guest

d.
Stay calm and positive
Question 5
Correct

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Question text
Why is it important to ask questions when handling guest complaints?
Select one:

a.
It helps clarify details of the complaint.

b.
It keeps the guests informed about the progress of the action.

c.
It makes the guests realize how petty their complaints are.

d.
It gives you enough time to look for possible resolutions.
Question 6
Correct

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Question text
Refer to the scenario below and identify the details of the complaint.
Guest: Excuse me.
Staff: Yes Ma’am, how may I help you?
Guest: I would like to talk to the manager.
Staff: I apologize but the manager is not on the premises right now. Would it be fine if I ask the
concern you want to discuss with the manager?
Guest: I’ve been served with a cream-based soup and it has triggered allergic reactions. I am pretty
sure that I have mentioned my lactose intolerance while one of you is taking my order.
What is the complaint about?
Select one:

a.
Guest’s allergic reaction caused by the soup

b.
Guest did not order the soup

c.
Absence of the manager from the premises
d.
Soup is too creamy
Question 7
Correct

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Question text
It is important that the guests are kept informed of the progress of the resolution because...?
Select one:

a.
It shows your commitment to accomplish the resolution agreed upon.

b.
It helps the guests identify the main points of the complaint.

c.
It helps determine the factual details of the resolution.

d.
It determines the factual from the emotional aspects of the complaint.
Question 8
Correct

Mark 1.00 out of 1.00

 Flag question

Question text
The following are important details that a requisition form must contain except.
Select one:

a.
Items requested

b.
Price of the items

c.
Date of request

d.
Quantity
Question 9
Correct

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Question text
Which of the following statements is not correct about the end of shift activities?
Select one:
a.
Salt and pepper shakers and straw dispensers are example of items that must be replenished.

b.
A requisition form might be necessary when requesting supplies.

c.
Handover should be done before the day starts.

d.
Necessary items should be requested days before they are needed.
Question 10
Correct

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Question text
The following are necessary information when recording details of a complaint except:
Select one:

a.
Taken actions and/or resolution

b.
Name and age of the complainant

c.
All the staff present during the shift

d.
Date and time of the complaint