Lite Technical and Educational Center, Inc.
3rd Floor Nel-Ars Bldg., Arellano St., Dagupan City
Email:
[email protected]
Facebook: vangiebaladadlitereview
Tel No.: 653 - 4648
FOOD AND BEVERAGES SERVICES NCII (MIGRATED)
MODULE 1: INTRODUCTION TO FOOD AND BEVERAGE SERVICE
LESSON 1: Duties and Responsibilities of a Waiter
Introduction
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 establishments.
What is Food and Beverage Service Attendant/Waiter
A FOOD AND BEVERAGE SERVICE ATTENDANT/WAITER is 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:
Looks after the necessary preparations before the start of operation:
wipes/prepares the necessary containers, mis-en-place, napkins, tray, cutleries, other supplies;
refills salt and pepper shakers and other condiments.
checks and re-stocks service station and sees to it that the par stack is maintained.
sets-up the table and installs required facilities.
Studies the menu and familiarizes himself with the outlet's specialties as well as out of-stock items and undertakes suggestive selling; Knows the menu and specialties. Does suggestive selling for out-of-stock items
Takes order and serve food and beverages;
Places orders to the kitchen and pick up orders (in the absence of a busboy).
Assists in welcoming and seating guests.
Presents food bill to guest, receives payments and remits the same to the cashier.
Attends to guests' inquiries, requests and complaints.
Clear-stable of soiled dishes, dirt and trash (in the absence of a busboy).
Performs other side duties and assignments given by the superior.
LESSON 2: Job Description of Service Personnel
Session Objectives
At the end of this session, you will be able to:
Explain the organizational structure of the food and beverage department.
Identify the food and beverage job titles and responsibilities of staff.
Introduction
In this session, you will learn the organizational structure of the food and beverage personnel. Also, you will know the job titles and responsibilities of the staff.
1. FOOD AND BEVERAGE SERVICE MANAGER
Basic function:
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
Basic Function:
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
Basic Function:
Oversees the set-up and delivery of services in his/her assigned station.
4. RECEPTIONIST
Basic Function:
Welcomes and greets customers at the entrance and escorts them to their tables.
5. FOOD AND BEVERAGE SERVICE ATTENDANT/WAITER
Basic Function:
Takes and serves food and beverage orders according to prescribed standards of service.
6. BUSBOY
Basic Function:
Dining room helper and runner
7. BARTENDER
Basic Function:
Prepares/mixes alcoholic and non-alcoholic beverages according to prescribed standards.
8. BARBOY
Basic Function:
Acts as runner and helper in the bar
MODULE 2: TYPES OF FOOD SERVICE
LESSON 1: French Service
Session Objectives
At the end of this session, you will be able to:
Describe the French service.
Apply the French service.
Introduction
In this session, you will learn French service and the role of a food and beverage service attendant/waiter in a French service.
FRENCH SERVICE
A formal type of service that originated from European nobility and presently enjoyed by a few who can afford the expensive meals served. The French service entails the initial preparation of food in the kitchen, with the final preparation done in the dining area in front of the guest.
The food is brought to the table on a cart, called gueridon. On the gueridon is a small heating equipment, called rehaud. This service requires a high level of competency and showmanship of the food and beverage service attendant/waiter.
Role of the two waiters working together to prepare and serve the meals:
Chef De Rang (experienced waiter) seats the guests, takes the orders; serves the drinks; prepares some of the food with flourish at the guests' tables and presents the check for payment.
Commis de Rang (assistant) takes the order from the chef de rang; picks up the food from the kitchen and carries it to the dining room; serves the plates as dished by the chef de rang; clears the dishes and stands ready to assist when necessary.
General Rules of French service
Food is plated directly from the pan to the guest's plate where the gueridon serves as the working station
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.
Clear food and beverages from the right side of the guests using right the hand except items located on the left side
serving movement should be in clockwise direction.
LESSON 2: Russian Service
Session Objectives
At the end of this session, you will be able to:
Describe the Russian service or spoon-and-fork service
Apply the Russian service or spoon and fork service
Introduction
In this session, you will learn Russian service or spoon and fork service and also the role of a food and beverage service attendant/waiter in a Russian service or spoon and fork service and put it into practice.
RUSSIAN SERVICE
Food is brought into the dining room in a silver platter and is served by the food and beverage attendant/waiter to the guests' plates which have been previously set before the guests arrive. All work can be done by one waiter. It is commonly used for banquets and formal sit-down meals where all the guests are having the same menu
General rules of Russian service
Use a separate service spoon and service fork for each dish. Two spoons are not used together but two forks may be used for delicate food. A single utensil is never used to hold food items.
Hold platters parallel to the floor at all times. Make sure the platter is balanced.
Serve ladies first. Stand slightly behind and to the left of the person to be served, your feet together and back straight. Step forward with your left foot into the space between the guests, placing the platter between the guests, and over the table space.
Lower your body using your legs and keeping your back straight.
Keep the platter level and balanced
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.
do not attempt to serve from a platter higher than 1 inch above the guest's plate to avoid spillage
Tip! Utensils are always in the right hand, as the platter is always in your left hand, regardless of right-handedness or left handedness of the service personnel
Steps in handling serving fork and serving spoon
Position the ends of the service spoon and fork in the center of the palm of the serving hand.
the service fork should be on top of the service spoon.
except the forefinger, hold the service spoon firmly.
Use the forefinger and thumb to hold the handle of the service fork
LESSON 3: American Service
Session Objectives
At the end of this session, you will be able to:
Describe the American service or blue-plate service
Apply the American service or blue-plate service.
Introduction
In this session, you will learn American service or blue-plate service and also the role of a food and beverage service attendant/waiter in American service or blue-plate service and put it into practice
American Service
American service is characterized by portioning all the food on the dinner plate in the kitchen. It is the fastest of all types of service and requires the least amount of skills of the food and beverage service attendant/waiter. In this service, equal portioning and uniformity in plate presentation must be given attention.
General Rules of American Service
Serve plated food from the left of the guest, using your left hand. Move in a counter clockwise direction whenever.
Clear plates from the right of the guest, using tour right hand. Stack them on your left hand, wrist and forearm. Move forward in a clockwise direction.
Items located on the left side such as B&B plate, fork and others are cleared from the left side of the guests. Do not reach across the guests.
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
LESSON 4: Buffet Service
Session Objectives
At the end of this session, you will be able to:
Describe the Buffet Service.
Apply the Buffet Service.
Introduction
In this session, you will learn Buffet Service and also the role of a food and beverage service attendant/waiter in Buffet Service and put it into practice.
BUFFET SERVICE
A type of service in which guests select their meal from an attractive arrangement of food on long serving tables. This service is characterized by the guests obtaining either whole meal or parts of the meal. Food is usually stocked in warmers or chaffing dishes which are properly arranged from light to heavy meals. Salads and desserts can be displayed in a separate area to hold its desired temperature. Buffet service is a faster service and prices are usually lower than in other types of services.
General Rules of Buffet service
Reserve pre-arranged food in a chaffing dish for refilling. Never refill food in the dining area using any type of plate.
All serving utensils must be placed in an underliner plate.
Names of each dish must be displayed on the buffet table using a tent card.
Service personnel are responsible for maintaining the smooth traffic flow of guests. They must give special attention to every detail necessary in a buffet service.
MODULE 3: DINING TOOLS AND EQUIPMENT
LESSON 1: Dining Tools and Equipment
Session Objective
At the end of this session, you will be able to:
Classify the different dining tools and equipment
Introduction
In this session, you will learn the different dining tools and equipment. You will know all the equipment used by waiters commonly found in restaurants and other food industries. Remember though, that there is a wide variety of possible styles so the photos in this module are only examples of the different kinds of dining tools and equipment: other styles may be equally common and valid.
Dining Tools: French Service
A. Dining Tools
1. KNIVES 2. SPOONS 3. FORKS
Fish Knife Soup Spoon Tea Spoon Dinner Fork
Dinner Knife Table Spoon Demi – Tasse Spoon Dessert Fork
Salad Knife Long Spoon Cocktail Fork
Butter Spreader Dessert Spoon Salad Fork
4. GLASSWARES 5. PLATES
Water Goblet Collins Glass Dinner Plate Side Plate or Appetizer Plate
White Wine Glass Sherbet Glass Fish Plate or Salad Plate Dessert Plate
Red Wine Glass Champagne Saucer Side Plate or Bread Plate
6. Cup and Saucers 7. Other Tools
Demi - Tasse Cup and Saucer Coasters Creamery Set
Cup and Saucer Ash Tray
B. Serving Tools
Serving Fork Hot Chocolate Pot Cake Server Bread Basket
Serving Spoon Coffee Pot Pitcher Soup Tureen
Soup Ladle Tea Pot Trays
Dining Tools: Russian Service
A. Dining Tools B. Serving Tools
1. KNIVES
Dinner Knife Serving Fork
Salad Knife Serving Spoon
2. SPOONS Coffee Pot
Soup Spoon Tea Pot
Long Spoon Soup Ladle
Table Spoon Cake Server
Dessert Spoon Pitcher
Tea Spoon Trays
3. FORKS Hot Chocolate Pot
Dinner Fork Soup Tureen
Dessert Fork 6. Cup and Saucers
Cocktail Fork Demi - Tasse Cup and Saucer
Salad Fork Cup and Saucer
4. GLASSWARES 7. Other Tools
Water Goblet Coasters Creamery Set
Collins Glass Ash Tray
5. PLATES
Dinner Plate
Salad Plate
Dessert Plate
Dining Tools: American Service
A. Dining Tools B. Serving Tools
1. KNIVES Soup Ladle
Dinner Knife Cake Server
2. SPOONS Hot Chocolate Pot
Soup Spoon Coffee Pot
Table Spoon Trays
Dessert Spoon Soup Tureen
3. FORKS Tea Pot
Dinner Fork Pitcher
4. GLASSWARES
Water Goblet
Collins Glass
Dessert Plate
5. PLATES
Dinner Plate
Salad Plate
Side Plate or Appetizer Plate
6. Cup and Saucers
Cup and Saucer
Demi - Tasse Cup and Saucer
7. Other Tools
Coasters
Ash Tray
Creamery Set
Dining Tools: Buffet Service
A. Dining Tools
1. KNIVES
Dinner Knife
2. SPOONS
Soup Spoon
Table Spoon
Dessert Spoon
3. FORKS
Dinner Fork
Dessert Fork
Cocktail Fork
4. GLASSWARES
Water Goblet
Collins Glass
5. PLATES
Dinner Plate
Dessert Plate
B. Serving Tools
Serving Fork
Serving Spoon
Soup Ladle
Cake Server
Pitcher
LESSON 2: Handling Food and Beverage Service Equipment
Session Objectives
At the end of this session, you will be able to:
Know how to handle flatware and glassware.
Practice proper ways of holding a service spoon and service fork.
Demonstrate ability in carrying a large tray, oval tray, small tray, and round tray
Demonstrate ability in unloading items in a rectangular tray
Introduction
In this session, you will learn the proper handling of food and beverage equipment. Although the food and beverage equipment are hygienically washed and sterilized by the high temperature of the washing cycle in a commercial dishwasher, it is still necessary to polish all flatwares and glasswares by hand before they are placed on the table or used to serve food and drinks
Handling Flatware and Glass wares
A. Handling Flat wares
Always use a lint – free cloth should be used to wipe wet flatware for this will prevent water marks
Always hold flatware at the waist. Do not touch the top or bottom areas 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 lower 1 ½ inches of the glass
Carrying and unloading Trays
A. How to Carry and Serve using a Small Tray/ Tea Tray/ Round Tray
Carry the tray at waist level.
Carry the tray with your left hand and serve beverages using your right hand, right foot forward.
Carrying and unloading Trays
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.
Balance the tray. Then, slide the tray on to your shoulder and use the palm of your hand to hold your tray. You normally 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.
Use your legs to stand up to give you the strength to lift up the tray. Use your right hand to control and support the tray.
TIP!! You may put a clean napkin on your shoulder in carrying large trays to protect you from getting dirty.
C. Carrying and Unloading a Rectangular Tray
Ensure that the tray is balanced.
The board side of the tray should be along the access of the arm.
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
LESSON 3: Basic Napkin Folding
Session Objectives
At the end of this session, you will be able to:
Learn the 7 basic napkin foldings.
Demonstrate the ability in folding napkins.
Introduction
In this session, you will learn the basic napkin folds. You will also learn some techniques in order to fold the table napkin easily
Pyramid Napkin Fold
STEPS:
Fold the napkin in half diagonally.
Fold the right end up to meet the far corner, ensuring the edge of this new fold lays on the centerline
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.
Fold the napkin in half by bringing the farthest point of the diamond up and back to the nearest point.
Turn the napkin over again, this time keeping the open end facing towards you.
Fold the napkin along the center seam and you have a neat, sturdy pyramid. If your napkin won't stand neatly then you may need a little starch.
Candle Napkin Fold
STEPS:
Fold the napkin in half diagonally, the open end points away from you.
Fold the long side up just about an inch. Press this fold down well
Starting at either end, tightly roll the napkin into a cylinder; Be careful to roll it straight so it will stand solidly.
Tuck the end of the roll into the base on the backside and stand it up
Bishop Napkin Fold
STEPS:
Fold the napkin in half diagonally, the open ends are pointing away from you
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.
Repeat the previous step on the other side, bringing the left-most corner up to meet the middle-corner, creating a diamond shape.
Fold the bottom of the napkin up about 2/4's of the way and press this fold down well.
Fold the smaller triangle down so the point rests on the near edge of the napkin.
Curl the left and right sides of the napkin up so they meet in the middle and tuck one into the other.
Stand it up and tug at it where needed to even it up and round it out
Standing Fan Napkin Fold
STEPS:
Fold the napkin in half, the open end towards you.
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.
Fold the napkin in half with the accordion folds on the outside.
Grasp the unfolded corners where they meet on the open end and fold them in diagonally, tucking them under the accordion folds.
Open it and stand it up. A beautiful fan for a beautiful dinner.
Bishop's Hat Napkin Fold
STEPS:
Lay the napkin face down in front of you.
Fold the dinner napkin in half so that the open end is towards you.
Fold the far-right corner diagonally towards you, resting the point in the center of the side closest to you.
Fold the near-left corner diagonally away from you, resting it so that it lays right next to the previous fold.
Flip the napkin over and orient it so it points to the far-left and to the near-right.
Fold the bottom half of the napkin up and away from you, laying it so the far edges run on top of one other.
Reach underneath of the napkin and pull out the flap on the right, making the near-side come to two points as seen in the picture.
Gently roll the left half of the left triangle over and tuck it's end underneath the right triangle.
Flip the napkin over, points pointing away from you.
Fold the right-triangle to the left, tucking it's end into the other triangle.
Open up the hat and press the material inside down to fill it out so that it becomes circular, this may take a little fidgeting.
Lotus Napkin Fold
STEPS:
Lay the napkin face-down in front of you.
Fold the remaining two corners of the napkin in so the tips meet with the last two in the center.
Once again, begin folding the outer corners in so they meet at the center.
Once all of the tips are folded you are left with a square about 1/4 the size of the unfolded napkin.
Flip it over.
Fold the corners in so they meet in the center and then place something sturdy in the center, or hold it with your fingers.
While maintaining downward pressure in the center of the napkin, reach underneath each corner and pull out the flaps to create petals.
Remove the center weight and your rose should look as pictured here.
Sailing Boat Napkin Fold
STEPS:
Lay the napkin face-down in front of you.
Fold the napkin in half diagonal to form a triangle.
Roll the napkin and leave 3 inches from the tip.
Fold the napkin in half, with rolls inside.
LESSON 4: Laying the Table Cloth
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in laying the tablecloth properly
Introduction
In this session, you will learn the proper way of laying tablecloth. Also, you will know some techniques to easily lay the tablecloth.
Laying the table cloth
Before laying the tablecloth, the table and chairs should be in their correct position. The table top should be clean and the table leveled with care to ensure that it does not wobble. If the table wobbles slightly, a disc sliced from the cork will correct the problem. Next, the correct sizes of the tablecloths are folded, known as the screen fold.
Check the table for steadiness and position it for ease of access for service. If the table is unstable, it must be stabilized.
Stand centrally between two legs of the table.
Position the folded cloth on the table with two woven edges towards you and the two folds of the corcertina facing away from you.
Position the vertical center crease in the center of the tables, holding the corcertina fold.
Lean across the table and release the bottom layer of the cloth to hang over the far edge of the table.
Re-position the horizontal crease of the cloth in the center of the table.
Release the hold on the center fold and draw the top fold towards you.
Having centered the cloth both vertically and horizontally, the cloth should now be positioned with an equal drop all around, with the folds of the cloth covering the legs.
LESSON 5: Table Set Up Procedures
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in setting the table for breakfast, lunch and dinner
Introduction
In this session, you will learn the basic set-up procedures for a typical restaurant which serves breakfast, lunch and dinner. Table setting depends on what type of service your restaurant is offering.
Breakfast Table Set up
Setup the Center Piece
Place the center piece at center of the table
Place the SS on the left side of the center piece
Place the creamery set at the right side of the center piece
Setup the Plates and Napkins
Place a folded napkin at the center of the breakfast plate.
Place a bread plate and butter knife on the left side
Place a cup and saucer with the teaspoon to the right
Setup the Flatware
Place a dinner fork to the left of the breakfast plate
Place a dinner knife at the right side of the breakfast plate.
Setup the Glassware
Water goblet is at the right side on top of the dessert knife
Collins glass to the right slightly lower than the water goblet
Lunch Table Set up
Setup the Center Piece
Place the center piece at center of the table
Place the SS on left side of the center piece
Place the creamery set at the right side of the center piece
Setup the Plates and Napkins
Place a folded napkin at the center of the breakfast plate.
Place a bread plate and butter knife on the left side
Place a cup and saucer with the teaspoon to the right.
Place a soup plate on top of the dinner plate.
Setup the Flatware
Place a dinner fork, salad fork, and cocktail fork at the left of dinner plate.
Placea dinner knife, salad knife, soup spoon at the right side of the dinner plate.
Place a dessert fork and spoon on top of the dinner plate
Setup the Glassware
Place a water goblet on top of dinner knife
Place red wine and white wine glasses to the right slightly lower than the water goblet
Dinner Table Set up
Setup the Center Piece
Place the center piece at center of the table
Place the SS on left side of the center piece
Place the creamery set at the right side of the center piece
Setup the Plates and Napkins
Place a folded napkin at the center of the breakfast plate.
Place a bread plate and butter knife on the left side
Setup the Flatwares
Place a dinner fork at the left of dinner plate.
Place a dinner knife at the right side of the dinner plate.
Place a dessert spoon on top of the dinner plate
Setup the Glassware
Water goblet at the right side on top of dessert knife
MODULE 4: WELCOMING GUEST
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in welcoming ,greeting, and seating the guests
Introduction
In this session, you will learn the proper way of welcoming, greeting, and seating the guests. Be sure that guests are seated in order of their arrival, giving preference to guests with reservations at their appointed time
Welcoming the Guests
STEPS:
As soon as the guest enters the restaurant, acknowledge his presence by greeting "Good morning, afternoon, etc."
If possible, greet them by their name using prefixes like Mr., Mrs. Atty., etc. if you know them.
Never use their first name.
If the guest is a repeat guest, say "I'm glad to see you again." It is friendly.
Never say "I haven't seen you for a long time." It is nagging.
Escorting the Guests
STEPS:
Usually the guest informs the receptionist about his reservations and upon checking with the restaurant's table layout, the guest will be escorted to his reserved table by saying: "This way please.
If the guest has no reservation, receptionist should ask how many are they in the party, and if she thinks there is still a vacant table to accommodate them, she should lead them to that table.
When ushering guests to the table, walk ahead with suitable gait. Do not get too far or they may sit in some empty spot you have not prepared for them.
If the receptionist is busy, the manager, headwaiter or captain can escort the guest
Seating the Guests
STEPS:
Avoid the use of four-seat table for one or two people unless there are no other tables available and obviously no smaller table will be available soon.
Loud, noisy parties may be placed in private rooms or towards the back of the dining room so that they will not disturb other guests.
Elderly or handicapped persons may wish to be near the entrance of the rooms so they do not have to walk far.
Young couples like quiet corners and good views.
Well-dressed parties who are an asset to your restaurant may be placed at center position.
On the other hand, should the guest requests for specific locations, try to accommodate him.
In seating the guests where there are ladies in the party, seat them with the best view.
Help the guests by pulling out their chair and pulling back when guests are about to sit
LESSON 2: Unfolding Napkin
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in unfolding napkin
Introduction
In this session, you will learn the proper way of unfolding a napkin. Opening the napkin for your guest ensures that the napkin is out of the way when drinks and foods are served. Some guests will open their own napkin as soon as they sit down, others will wait for you to open it for them
Technique in Unfolding Napkins
STEPS:
Pick up the napkin using the right hand from the right side of the guest.
Unfold the napkin from its fold into a triangle
Place it across the guest's lap with the longest side of the triangle closet to the guest
Move around the table opening the napkins, ladies first
LESSON 3: Serving Water
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in serving water
Introduction
In this session, you will learn the proper way of serving water. The purpose of serving iced water is to refresh the guests' palates and allow them time to select a pre-dinner drink. It should be available, although in some establishments it may not be the practice to serve it unless it is asked for.
Procedure in Serving Water
STEPS:
Position the water glass to the right of the wine glass above the table knife
Pour water from the guest's right side
Move around the table pouring the water, serving the host last
Continue to offer water throughout the meal as required
LESSON 4: Serving Bread
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in serving bread
Introduction
In this session, you will learn the proper way of serving bread. You will know the technique in serving bread
Procedure in Serving Bread
STEPS:
Place the butter next to the bread and butter plate
Use the left hand to carry the bread basket and use the right hand to carry serving fork and serving spoon
Transfer the bread basket to the flat of the left hand
Serve from the guest's left side
Hold the left hand ( with the bread basket) down over the edge of the side plate
Transfer the bread from the basket to the side plate using service gear
Move around the table, serving the host last
LESSON 5: Offering and Serving Aperitif Drinks
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in offering and serving aperitif drinks
Introduction
In this session, you will learn the proper way of offering and serving aperitifs. The aperitif orders should be taken as soon as possible after the guests have been seated.You should encourage the guests to try something a little adventurous or different by suggesting specialty cocktails or beverage.
Offering and Serving aperitif drinks
STEPS:
Offer the beverage list or suggest a variety of the beverages available
Assist the guests in making their selections by explaining what is in the various cocktails and what they look like
Record the orders in sequence around the table
Place the order in the bar
Arrange the drinks in sequence of service on a bar tray
Place a coaster on the table
Face the garnish of the drink to the 3 o'clock position
Inform the guest about the beverage name
MODULE 5: PRESENTING MENU AND TAKING ORDERS
LESSON 1: Familiarization of Menu
Session Objective
At the end of this session, you will be able to:
Explain the different types of menus and their advantages and disadvantages
Introduction
In this session, you will learn the types of menu. Menus are divided into two main types, traditionally called à la carte (according to the card/list) and table d'hôte (table of the host). The key difference between these two is that the à la carte menu has dishes separately priced, whereas the table d'hôte menu has an inclusive price, and prices foods together in a group (set) as a complete meal. There may be choices within each course
Type of Menu
The à la carte menu
The key characteristics are:
A complete list of all foods served: extensive choice listing under course headings, or type of meal or cooking method.
Each dish is priced separately; shows the price of each dish.
All dishes being prepared to order often containing the exotic and high cost seasonal foods.
Usually more expensive: higher cost price.
The table d'hôte menu or set menu
The key characteristics are:
Restricted menu: the menu has a fixed number of courses (3 to 4 selections).
There is a limited choice within each course.
Fixed selling price.
All dishes are ready to be served at a time.
The menu can be available during a pre-determined time.
Content of Menu
The foods on traditional menus are grouped into categories of related foods according to the custom and preference of the management.
APPETIZERS
juices, fruits
SOUPS
may be separate or grouped with appetizers,included with table d'hote entrees.
ENTRÉE
steaks, seafood, meat, poultry, sandwiches, salads and specialties.
DESSERT
pies, ice cream sherbet and sundaes.
BEVERAGES
coffee, tea, milk and other drinks.
COCKTAILS & WINES
Red wine, White wine and other cocktail drinks.
SPECIAL OF THE DAY
may be a left-over or a seasonal dish or chef's specialty.
SEASONAL SPECIAL
attached to the menu when there is abundant supply of particular food available at a low price
LESSON 2: Presenting the menu and Taking the Order
Session Objectives
At the end of this session, you will be able to:
Make the necessary preparations before presenting a menu card
Explain the menu and take order properly
Introduction
In this session, you will learn how to present the menu. Also, you will learn to take orders and suggest menu items to guests
Presenting the Menu
In this session, you will learn how to present the menu. Also, you will learn to take orders and suggest menu items to guests
STEPS:
Present menu to each guest, ladies first.
In operations with folded menus, the menus should be opened as they are offered to each guest.
Present the menu from the guest's right side
Menu should be presented right side up, that is in a position to be read without turning them
"Ma'am/sir, I would like to present to you our menu for your selection, I will take your order whenever you"re ready
Explaining the menu and taking the order
STEPS:
When the guests seem ready to order, stand near the table
Stand straight, with both feet on the floor
Offer and explain the house specialties and menu enthusiastically.
Answer the guests' questions honestly but without speaking badly of any dish on the menu
Make suggestions and offer alternatives
Ask for the order. Address ladies before gentlemen, unless there is an obvious host who may be ordering for the table
Hold the order-taking pad in your left hand.
Stand to the right of the person whose order is being taken
Be quick, yet courteous
Maintain a conversational tone even if its busy and noisy. Don't shout and dont ask guests to shout their order
Repeat the guest order accurately
Always smile and be attentive
MODULE 6: SERVING AND CLEARING FOOD AND BEVERAGE ORDERS
LESSON 1: Completing Table Set Up
Session Objectives
At the end of this session, you will be able to:
Identify the cutlery needed in the dining area
Demonstrate ability in completing the table set up
Introduction
In this session, you will learn to complete the table set up based on the guests' order. The kind of table service the restaurant uses will determine the pattern of table setting
Completing Table Set Up
STEPS:
Prepare the cutlery for each guest on a service plate
Start with the guest whose order was taken first, move around the table to correct the covers
Set up the knife section of the first guest and the fork section of the next guest by standing between them to prevent the need to lean across the front of the guest
Guests use the outer cutlery for their first courses and move inwards for each succeeding course.
Pick up the cutlery, holding it between the thumb and index finger at the neck or join between the handle and the top of the appropriate cutlery. This will ensure that no fingerprints can be seen on the cutlery after it has been placed
LESSON 2: Serving Food according to sequence
Session Objective
At the end of this session, you will be able to:
Learn how to properly serve foods according to sequence
Introduction
In this session, you will learn to serve foods according to sequence. Serving means to bring the food orders to the table and attending to the guests' needs throughout the meal. It is important to remember the basic procedures in serving food
Serving the Order
To provide a prompt and efficient service, observe the following:
Always serve the ladies first or the children first.
Mention or show the dish or drink to the guest before placing it down in front of them. Say," Your hamburger steak, Mam," etc.
Serve and pour all beverages from the right.
Fill glass 2/3 full on the table.
Never fill the glass to full
As to what side you serve the dish, remove also the empty plate on the same side.
Never reach across the guest. If ever necessary, an apology should be made.
Always stand to the left of the guest you are serving.
Soiled dishes should be removed promptly.
Always have a clean napkin or clean dish towel draped over your left arm in readiness for an emergency.
Never put back on the table dropped items like silverware, napkins and etc. Replace them with fresh ones.
Always use a tray in bringing foods or beverage to the table or in taking dishes and utensils in the kitchen or stewarding area.
Clean ashtrays continuously. Cover them when removing.
Never touch the rims of plates or dishes containing food or of cups and glasses containing beverages. Be alert to the needs of guests, keeping their water glass full
LESSON 2: Serving Food according to sequence
Session Objectives
At the end of this session, you will be able to:
Demonstrate ability in removing soiled plates and flatwares.
Learn how to remove condiments, shaker, soiled glasses, soiled napkins.
Introduction
In this session, you will learn to remove soiled plates and flatwares. Also you will learn the proper way of removing condiments, soiled glasses, and soiled napkins. There are certain procedures to be observed when removing soiled plates, flatwares, condiments, shakers, soiled glasses, and soiled napkins
LESSON 3: Clearing Soiled Dishes
Introduction
In this session, you will learn to remove soiled plates and flatwares. Also you will learn the proper way of removing condiments, soiled glasses, and soiled napkins. There are certain procedures to be observed when removing soiled plates, flatwares, condiments, shakers, soiled glasses, and soiled napkins
Guidelines in removing soiled plates and flatwares
Be ready to do in the least possible time and in the most efficient manner your cleaning job.
Clean your cart and bus trays after each unloading. Never re-enter the dining room with the dirty equipment. After each trip to the kitchen, make sure you have clean water and sponges in your own supplies.
Dish cart should carry all the supplies and cleaning materials needed to clear tables. This may include several plastic dish trays, sponges' towel, hot soap, water and brushes.
Remove the glasses first when cleaning tables to minimize breakages. Never stack glassware on the cart.
Used napkins, straws and other paper or plastic throwaways should be placed in the trash container on the dish cart.
Use both hands and place silverware, handles ups in sterile cups on the cart. Do not place all one type in a single cup.
Never stack cups too high. Stack cups and saucers near the center of cart. Scrape garbage or left-over foods into container on the cart as you proceed. Stack plates according to size but never too high. If tray serve is used for removal of dishes, make sure that you have clean ones available. Do not re-use dirty tray
Procedure in removing soiled plates and flatwares
Procedure in removing soiled plates. flatwares, condiments, shakers, soiled glasses, and soiled napkins are as follows:
Soiled plates, and flatwares
Get tray
Ask guest if they are done eating
Buss out the soiled plates and flat wares
Bring the soiled plates/ flatwares at the dishwashing area or side station
Condiments, shaker, soiled glasses, soiled napkins
Get tray
Excuse yourself to the guests
Remove condiments, shakers, soiled glasses, napkins
Return condiments and shakers to the side station
Put soiled napkins in the linen box
Bring soiled glasses to the dishwashing area/side station
LESSON 4: Handling Guests' Complaints
Session Objectives
At the end of this session, you will be able to:
Learn the standard procedure in handling guests' complaints.
Demonstrate ability in handling guest's complaints
Introduction
In this session, you will learn to handle guests' complaint. Handling guests' complaints entails a lot of patience, understanding and skill in people management. As a general rule, you have to remember that each guest should be treated as if he is a guest in your own house. Try to extend the utmost courtesy whenever possible. The way you handle a complaint will determine whether you would get repeat clients or not.
Proper Handling of Guests' Complaints
Standard Procedure:
Welcome complaints from the guests
Do not argue with the guests. The guest is always right.
Take immediate action.
Let the guest feel that you are taking the matter seriously.
Always report complaints for corrective action
Tips in Handling Guests' Complaints
When handling complaints, do the following:
Listen attentively
Try to understand the cause of the complaint
Apologize and promise to correct the situation
If the complaint concerns food, offer to exchange or substitute other food.
Thank the guest for bringing the complaints to his attention so you can take care of it.
If you are unable to satisfy the guest, call the manager who will handle it.
Report all complaints to your supervisor, no matter how trivial it is, so corrective action can be taken.
MODULE 7: PRESENTING BILLS AND BIDDING GOODBYES
LESSON 1: Presenting Bills
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in presenting bills.
Introduction
In this session, you will learn to present bills to the guests. In most dining rooms, it is necessary to hold the bill until the guests ask for it. Then, present the bill inside the bill folder or tray to the left side of the guest. A guest bill should not be presented to the guest until it has been totaled. Be sure the amount is correct to avoid misunderstanding. If the guest pays in cash, always count the money before the guest, then proceed directly to the cashier for payment. Count the change and give them to the guest with the bill stamped "Paid"
Presenting the Bill
The following are some of the important things to follow in the proper handling and processing of guests' checks:
If there is more than one couple in the group (especially tourists), ask if they prefer separate checks. This will save time and eliminate confusion later when the check is presented for payment or signature.
Complete the information in the order slip as to the number of guests, table number, date and your name so that the guest could properly accomplish the same.
A guest's check should not be presented to the guest unless it has been totaled with the percentages of service charge and tax added. Be sure that the amount of check is correct to avoid misunderstanding and ill-will.
When the guest signs his check, make sure that it is signed properly. Turn it over to the cashier on duty for immediate processing.
In most dining rooms of first class category, it is customary to hold the check until the guest's check is already properly totaled.
Present the guest's check face down on a small tray at the guest's left side
LESSON 2: Bidding Goodbye
Session Objective
At the end of this session, you will be able to:
Demonstrate ability to bid goodbye.
Introduction
In this session, you will learn to bid goodbye. It is just as important to bid the guests goodbye as to welcome them. This is done by accompanying them to the door. As they walk past the door, they should be thanked and invited to come again, with a smile and a bow. Make them feel that you are grateful and happy to be of service to them.
Bidding the Guest Goodbye
STEPS:
When the guests are ready to leave, the waiter must pull out the chair of at least the oldest or the most important looking lady in the party.
He must help them gather their belongings such as umbrellas, bags or packages that they may otherwise forget.
If it is raining, he must have as many of them as possible into their raincoats.
He must escort them to the door and open the door for them, if there is no headwaiter to perform these acts of courtesy.
He must thank them for their patronage.
He must bid them goodbye graciously