Professional Documents
Culture Documents
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
Takes and serves food and beverage orders according to prescribed standards
of service.
Specific Duties:
1.
a.
2.
3.
4.
5.
6.
7.
8.
9.
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
RECEPTIONIST
Basic Function:
Welcomes and greets customers at the entrance and escorts them to their tables.
FOOD AND BEVERAGE SERVICE ATTENDANT/WAITER
Basic Function:
Takes and serves food and beverage orders according to prescribed standards of service.
BUSBOY
Basic Function:
Dining room helper and runner
BARTENDER
Basic Function:
Prepares/mixes alcoholic and non-alcoholic beverages according to prescribed standards.
BARBOY
Basic Function:
Acts as runner and helper in the bar.
Session Objectives
At the end of this session, you will be able to:
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:
1.
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.
2.
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 guests 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.
Session Objectives
At the end of this session, you will be able to:
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 guests plate.
Do not attempt to serve from a platter higher than 1 inch above the guests 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.
Session Objectives
At the end of this session, you will be able to:
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.
Session Objectives
At the end of this session, you will be able to:
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
Session Objective
At the end of this session, you will be able to:
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
2. SPOONS
Soup Spoon
Table Spoon
Long Spoon
Dessert Spoon
Tea Spoon
3. FORKS
Dinner Fork
Dessert Fork
Cocktail Fork
Salad Fork
4. GLASSWARES
Water Goblet
White Wine Glass
Red Wine Glass
Collins Glass
Sherbet Glass
Champagne Saucer
5. PLATES
Dinner Plate
Fish Plate or Salad Plate
Side Plate or Bread Plate
Dessert Plate
Side Plate or Appetizer Plate
Soup Tureen
Soup Tureen
Dessert Plate
Side Plate or Appetizer Plate6. Cup And Saucers
Demi - Tasse Cup and Saucer
Cup And Saucer7. Other Tools
Coasters
Ash Tray
Creamery Set
B. Serving Tools
Soup Ladle
Cake Server
Hot Chocolate Pot
Coffee Pot
Tea Pot
Pitcher
Trays
Soup Tureen
Dessert Plate
B. Serving Tools
Serving Fork
Serving Spoon
Soup Ladle
Cake Server
Pitcher
Session Objectives
At the end of this session, you will be able to:
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.
1.
Always use a lint free cloth should be used to wipe wet flatware for this will
prevent water marks
2.
Always hold flatware at the waist. Do not touch the top or bottom areas to avoid
fingerprints.
3.
Handle flatware with a cloth napkin to avoid fingerprints
B. Handling Glasswares
1.
2.
3.
TIP!! You may put a clean napkin on your shoulder in carrying large trays to protect you
Session Objectives
At the end of this session, you will be able to:
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
STEPS:
1.
2.
3.
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.
4.
Tuck the end of the roll into the base on the backside and stand it up.
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 middlecorner. 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.
STEPS:
1.
2.
3.
Session Objective
At the end of this session, you will be able to:
Introduction
In this session, you will learn the proper way of laying tablecloth. Also, you will
know some techniques to easily lay the tablecloth.
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.
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.
2.
3.
4.
a.
Place a dinner fork to the left of the breakfast plate
b.
Place a dinner knife at the right side of the breakfast plate.
Setup the Glassware
a.
Water goblet is at the right side on top of the dessert knife
b.
Collins glass to the right slightly lower than the water goblet
Previous Topic:
Introduction
STEPS:
1.
Usually the guest informs the receptionist about his reservations and upon
checking with the restaurants table layout, the guest will be escorted to his reserved
table by saying: This way please.
2.
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.
3.
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.
4.
If the receptionist is busy, the manager, headwaiter or captain can escort
the guests.
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.
Session Objective
At the end of this session, you will be able to:
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.
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
4.
Move around the table opening the napkins, ladies first.
Session Objective
At the end of this session, you will be able to:
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 predinner drink. It should be available, although in some establishments it may not be the
practice to serve it unless it is asked for.
1.
2.
3.
4.
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
Session Objective
At the end of this session, you will be able to:
Introduction
In this session, you will learn the proper way of serving bread. You will know the
technique in serving bread.
Session Objective
At the end of this session, you will be able to:
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.
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 la carte (according to the card/list) and table dhte (table of
the host). The key difference between these two is that the la carte menu has dishes
separately priced, whereas the table dhte 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
1.
The la carte menu
The key characteristics are:
a.
A complete list of all foods served: extensive choice listing under course
headings, or type of meal or cooking method.
b.
Each dish is priced separately; shows the price of each dish.
c.
All dishes being prepared to order often containing the exotic and high
cost seasonal foods.
d.
Usually more expensive: higher cost price.
2.
The table dhte menu or set menu
The key characteristics are:
a.
Restricted menu: the menu has a fixed number of courses (3 to 4
selections).
b.
There is a limited choice within each course.
c.
Fixed selling price.
d.
All dishes are ready to be served at a time.
e.
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.
1.
1.
1.
1.
1.
1.
1.
APPETIZERS
juices, fruits
SOUPS
may be separate or grouped with appetizers,included with table dhote
entrees.
ENTRE
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
1.
Session Objectives
At the end of this session, you will be able to:
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
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
5.
Make suggestions and offer alternatives
6.
Ask for the order. Address ladies before gentlemen, unless there is an obvious
host who may be ordering for the table
7.
Hold the order-taking pad in your left hand.
8.
Stand to the right of the person whose order is being taken
9.
Be quick, yet courteous
10.
Maintain a conversational tone even if its busy and noisy. Dont shout and dont
ask guests to shout their order
11.
Repeat the guest order accurately
12.
Always smile and be attentive
Session Objectives
At the end of this session, you will be able to:
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
Session Objective
At the end of this session, you will be able to:
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.
5.
6.
Session Objectives
At the end of this session, you will be able to:
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
Be ready to do in the least possible time and in the most efficient manner your
cleaning job.
2.
3.
4.
5.
6.
7.
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.
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
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
Session Objectives
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.
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.
6.
7.
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.
Session Objective
At the end of this session, you will be able to:
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
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.
2.
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.
3.
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.
4.
When the guest signs his check, make sure that it is signed properly. Turn it over
to the cashier on duty for immediate processing.
5.
In most dining rooms of first class category, it is customary to hold the check until
the guest's check is already properly totaled.
6.
Present the guest's check face down on a small tray at the guests left side.
Session Objective
At the end of this session, you will be able to:
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.
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.