Food and Beverage Reviewer

Sector: Tourism

Core:

1. Prepare the dining room/restaurant area for service

2. Welcome guests and take food and beverage orders

3. Promote food and beverage products

4. Provide food and beverage services to guests.

5. Provide Room Service

6. Receive and handles guest concerns

________________________________________________________
1. what comprises the mise- en-place?

Ans: is a French phrase which means "putting in place", as in set

up. It is used in professional kitchens to refer to organizing and
arranging the ingredients (e.g., cuts of meat, relishes, sauces, par-
cooked items, spices, freshly chopped vegetables, and other
components) that a cook will require for the menu items that are
expected to be prepared during a shift.[1] The practice is also
effective in home kitchens.

2. what is a waiters friend?

Ans: corkscrew or a waiters knife
A type of corkscrew having a folding design and including a small
blade resembling a pocketknife

corkscrew
3. what are the common electrical appliances found in the
waiters station?
Ans: computer terminal and coffee warmers
waiters station-It is a spot in a restaurant where various
items that a waiter needs to do his job are stored, such as
trays, napkins, condiments and probably a computer
terminal as well.
4. give some techniques on how you can welcome guest to make
them feel comfortable and safe?

Ans: How to welcome guest:

a. acknowledge guests arrival with a bright smile on her face and

pleasant eye contact

b. must greet guests by their names (if available) with a courtesy

bow. Children should be acknowledged and greeted individually by
name (if available). If guest's name is not known, hostess should
confirm name by asking politely "You are Mr. or Mrs....?" Once the
name is known, she should say: "Welcome to (name of outlet), Mr./s
(name of guest)

c. escort guests to the table, showing the way to guests with open
palm hand, while walking side by side or at a slight distance in
front, by saying: "This way please, Mr./s (name of guest)".

*How to make them feel comfortable and safe?*

a. should enquire about guest' preferred section of the restaurant,

by saying: "Would you prefer a smoking or a non-smoking section
of the restaurant?

b. must pull out the chair lightly from the table, and offer them to
sit.

c. should assist the guests such that they are comfortable and
should push the chair gently forward and ask: "Please Mr./s (name
of guest), are you comfortably seated?"

d. loud, noisy parties may be placed in private rooms or toward the

back of the dining room so they not disturb the other guests.

5. when is the wine list offered to the guest and why?

Ans: offered wine list before the meal and perhaps cold and hot
appetizers to enjoy.

6. how many wine lists do you need to present for a table of four
guests with a host?

Ans: one (1)

***A good rule of thumb for ordering wine is a half bottle for
two(2)persons, a full bottle for three (3) to five(5) persons, and
two(2) bottles for six(6) to ten(10)persons.***

7.explain the importance of upselling to the hotel/ restaurant

operation?
Ans: increased profits for the hotel/ restaurant and guest
satisfaction.
Upselling- recommending the restaurants food, beverages and
service to guests to improve their restaurant experience and to
increase the size of the guest check.

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

Ans: the waiter or the service staff forgot to promote menu items
and drinks or in short forgot to perform the UP SELLING or
SUGGESTIVE SELLING

9. what are the different table service styles? Ans: Gueridon

Table Service

Gueridon Table Service-The highlight of this type of service is the

use of the 'gueridon' or a mobile cooking trolley, which has a
burner, cooling store, provision for storing cutlery and crockery,
and other fundamental cooking utilities. The dish to be served is
half-cooked in the kitchen, and is finished in front of the guests at
the table. The Gueridon service is practiced at select hotels and
restaurants, and can be used to serve starters, main courses, as
well as desserts.

Silver Table Service- is a British term that refers to a skilled

technique in which the wait staff transfers food from a serving dish
to the guest's plate. Service is always initiated tableside and from
the guest's left. Silver service is a skill that involves several steps.
In addition to serving out portions of food with a fork and spoon,
waiters must remember to: Set the table with glassware nested in
a diagonal pattern to the diner's right; with the glasses placed in
the order they will be used from course to course (the water glass
always goes directly in front of the guest, as it will be used for the
whole meal) Always serve the guest from the left unless delivering
drinks or plated meals, which are served from the right When
serving out the main course, the meat is always served first,
followed by the potatoes or other starch and finally the vegetable
Serve the guest to the host's right first; then, continue service
clockwise Clear plates and glassware from the guest's right,
following the same starting point and clockwise pattern as initial
service Silver service originated in England and was first used by
in-house staff catering to the country's upper class and elite. Today,
it is still used in fine-dining restaurants and at special events to
give guests the feeling that they're being treated like royalty.

Cafeteria Table Service

Just like the name suggests, food is served like it is served in

cafeterias at schools, universities, airports, hospitals, bakeries, or
industrial canteens. Food is either refrigerated in glass cupboards
so that the customer can see through and choose from what is
available, or is lined up in containers that can keep the food hot for
longer periods. Since this kind of service caters to large groups,
the food is cooked in bulk at one time.

Buffet Table Service

A type that encourages self-service, it requires the customer to

come up to the tables where food is served, and help himself. The
crockery and cutlery is arranged at one corner of the serving
tables, and the food is served in bain-maries lined up across the
tables. Food served at parties, weddings, and business lunches use
this kind of service.

- this is also a formal table service where foods are attractively

arranged on the table and guests service themselves.

Counter Table Service

Counter Table Service- A favorite in sushi bars, this service has

counters over which the guests can be seated on one side, and the
food is being cooked on the other side. The counters are lined up
with tall chairs or stools. This design is often implemented in fast
food chains or at homes as breakfast bars or breakfast counters.

American Table Service

The American style of service doesn't plate up the food or serve it

to the customer in front of him. The food is served in plates or
bowls in the kitchen itself, and brought to the customer at his
table. So, the portions of food that go onto a plate are not decided
by the customer, but by the chef in the kitchen

English Table Service

English Table Service The host of the meal plays a very important role
in an English table service, and is therefore, called 'host service'.
The food is brought to the table by the waiters straight to where
the host is seated. The host is either served first, or he divides the
food into sizable portions and serves it to the guests (first to the
main guest or guest of honor, if there is any.

Grill Table Service

Grill Table Service- Food is grilled in front of the customer, and
served piping hot. This service is normally practiced in hotels that
have outdoor kitchens or at family barbecues.
 Room Service

Anyone who has ever stayed at a hotel would be familiar with this
kind of food service. Guests staying at a hotel order for food and
meals, and ask to be served in their rooms. Smaller orders like
snacks or dinner for one or beverages are brought to the guest's
room in trays, while bigger orders like group lunches are brought
down to the room by the waiter

in food trolleys. The guests can pay the bill to the waiter who has
brought his food, or clears it later when he checks out from the
hotel.

"French service" is a catering term which describes a method of

serving private dining or restaurant food in which partially cooked
food is brought from the kitchen on a cart which is used also for
the final cooking. Food is completed in front of the guests and
served by a waiter or waitress who offers a dish to each guest who
helps himself or herself. It actually rarely done in French
restaurants except for flamb dishes and things like cheese which
are served from a trolley and additional ingredients are served at
the same time like special breads, grapes, celery as well as the
choice of cheeses from the selection offered, or desserts where you
can choose say a piece of tart and ask for something additional
from the selection on offer.
 French service
Russian Service

Russian Service-the food is fully prepared and pre-cut in

the kitchen and then neatly arranged on silver platters by
the Chef. The waiter then shows the platter to the guest as
a polite gesture and serves the food to the individual
plates of the guests using serving cutleries.
Family Style Service
Family Style Service, in which server bring food in bowl or platter and
present to guest, guest pass food bowls or platters by help together as
same like in family at home as usual.

American service

American service- A method of serving hotel or restaurant food, in

which portions of food are placed on plates in kitchen (except for
bread and butter and salads which are served on the table) by the
establishment's employees and served to each guest by a waiter or
waitress.

English service or platter

English service or platter to plate service: In this kind of service,the

f&b assistant or steward will hold the platter in his/her left hand
and serve from the left side of the customers,using a service fork
and service spoon,together called as stempler.

Gueridon Service

Gueridon Service- This is a service

where a dish comes partially prepared
from the kitchen to be completed in the
restaurant by the waiter or, when a
complete meal is cooked at the table-
side in the restaurant. The cooking is
done on a gueridon trolley which is a
mobile trolley with a gas cylinder and
burners. The waiter plays a prominent
part, as he is required to fillet, carve,
flamb and prepare the food with
showmanship. The waiter has to have
considerable dexterity and skill.
 Lauriat Service

Lauriat Service- It is a type of delivery of food that originated in

China. A lazy susan is placed in the middle of the table and the
guests turn itaround to get their food.

Smrgsbord- is an European term that refers to bufffet service,

usually offering strictly Scandinavian menu with heavy emphasis on
fish and sea foods.

Guest selects from the presentation of the food items hot or cold
and serving themselves directly on to their plates without the help
of service staff.

(Swedish: [smrsbu] ( listen)) is a type of Scandinavian meal

served buffet-style with multiple hot and cold dishes of various
foods on a table, originating in Sweden.[1] In Norway it is called
koldtbord, in Denmark it is called det kolde bord (English: the cool
table), in Iceland it is called hlabor, in Finland seisova pyt, in
Estonia rootsi laud, in Latvia Aukstais galds, in Lithuania vedikas
stalas and in Croatia vedski stol (literally Swedish table), and in
Germany Kaltes Buffet (lit. cold buffet), in Poland Szwedzki st
(same translation as in case of Croatia).

Smrgsbord became internationally known, spelled smorgasbord,

at the 1939 New York World's Fair when it was offered at the
Swedish Pavilion's "Three Crowns Restaurant."[2] It is typically a
celebratory meal and guests can help themselves from a range of
dishes laid out for their choice. In a restaurant, the term refers to a
buffet-style table laid out with many small dishes from which, for a
fixed amount of money, one is allowed to choose as many as one
wishes.

- Guest selects from the presentation of the food items hot or cold
and serving themselves directly on to their plates without the help
of service staff.

Smrgsbord

10. enumerate the steps of the sequence of table service?

Sequence of service or Order of Service is a sequential checklist

of service from the arrival to the departure of the guest.

Ans: a. welcoming the guet

b. guiding and seating the guest /s

c. open the napkins

d. take the pre dinner drinks orders

e. offer the menu, suggest specials and inform the guests of

variations to the menu.
f. order taking

g. repeat orders

h. repeat orders

i. placing order/s to system and kitchen

j. quality checking

k. food presentation

l. take the order for coffee/tea

m. prepare the guests account when it is requested.

n. accept payment and tender change.

o. thanks the guest/s

p. bid farewell to your guest.

11. what will you do when the receptionist seated the guests at the
table which is not cleared yet?

Ans: apologize to the guests and transfer them to table they

wanted to stay or suggest a table nearby by window to see the
scenery outside so that they can relax.

12. enumerate the steps of opening sparkling wine bottle

Ans: sparkling wine- Sparkling wine is a wine with significant levels

of carbon dioxide in it making it fizzy. The carbon dioxide may
result from natural fermentation, either in a bottle, as with the
Traditional method, in a large tank designed to withstand the
pressures involved (as in the Charmat process), or as a result of
carbon dioxide injection. Sparkling wine is usually white or ros but
there are many examples of red sparkling wines such as Italian
Brachetto and Australian sparkling Shiraz. The sweetness of
sparkling wine can range from very dry "brut" styles to sweeter
"doux" varieties. The classic example of a sparkling wine is
Champagne, but this wine is exclusively produced in the
Champagne region of France and many sparkling wines are
produced in other countries and regions, such as Blanquette de
Limoux in Southern France, Espumante in Portugal, Cava in Spain,
Franciacorta, Trento DOC, Oltrep Pavese Metodo Classico and Asti
in Italy (the generic Italian term for sparkling wine being
spumante) and Cap Classique in South Africa. Most countries
reserve the word Champagne for a specific type from the
Champagne region of France. The French terms "Mousseux" or
"Crmant" are used to refer to sparkling wine not made in the
Champagne region. German, Austrian, and Czech sparkling wines
are called Sekt. The United States is a significant producer of
sparkling wine with producers in numerous states. Recently the
United Kingdom, which produced some of the earliest examples of
sparkling wine, has started producing sparkling wines again.

a.Remove foil Discard. Tip: The foil on most bottles has a little tab
that you can pull to make this process easier.

b. Loosen the wire cage Flip down the small wire key thats
pressed up against the neck of the bottle at the bottom of the wire
cage that encloses the cork. Turn the key to loosen the cage.
Remove and discard the cage.

c. Drape a towel over bottle Now that the cork is exposed, drape a
dishtowel over the top of the bottle, in case built-up pressure
causes the cork to pop on its own. (The towel will also be at the
ready in case any of the wine spills.)

d. Twist the bottom hand until the cork eases out Keeping the
bottle pointed in a safe direction (i.e. away from you and other
people), grasp the cork with one hand and the base of the bottle
with the other. Dont try to twist the cork. Instead, hold the cork
firmly while turning the bottle slowly, toward you, with the hand
holding the base. As you turn the bottle from the base, you should
feel the cork start to loosen and then ease into your hand. Continue
until you hear the soft pop of the cork leaving the bottle.

Tip: To avoid foamy overflow, pour only about an inch of wine into
each glass at first, wait a few seconds for bubbles to subside, and
then continue filling to just below the rim.
A glass of Champagne
13. what is the correct temperature when
serving red wine?
Ans: Red Wines: 50-65 F or 10-18 C
red wine- Red wine is a type of wine made from
dark-coloured (black) grape varieties. The actual
colour of the wine can range from intense violet,
typical of young wines, through to brick red for
mature wines and brown for older red wines. The
juice from most black grapes is greenish-white; the
red colour comes from anthocyan pigments (also
called anthocyanins) present in the skin of the
grape; exceptions are the relatively uncommon
teinturier varieties, which produce a red colored
juice. Much of the red-wine production process
therefore involves extraction of colour and flavour
components from the grape skin.The
most
common red wines, the names of which you
have certainl heardare: Cabernet
Sauvignon, Cabernet Franc, Merlot, Pinot
Noir, Zinfandel, Chianti, Barolo, Barberesco,
Malbec, Tempranillo, Petite Sirah, Syrah,
Shiraz, Sangiovese, Grenache, Bordeaux.

A glass of red wine

White Wines: 45-50 F or 7-10 C

Sparkling Wines: 42-52 F or 6-11 C

Ros Wines: 45-55 F or 7-13 C

14. give at least five(5) common incidents

that may occur in the restaurant.

Ans: Broken Dishes To avoid breaking

 dishes, dont over fill dish racks or put
glasses on a non-glass rack. Also, do not
store bar glasses above ice bins, etc. In
case of emergencies, keep a broken glass
bucket readily available because broken
glass should not be put into the trash.

Burns Especially common when using fryers and oil filtering.

Cuts Knives should be kept sharpened as dull knives cut more

people. Also, dont grab falling knives. Looking to another aspect,
some cooking equipment requires guards or locks. Make sure that
machinery has the proper safety equipment and is used.

Food Contamination Employees should wear gloves, practice proper

hand washing techniques, use colored coded boards and have a
separate area for raw meat prep. And on another note, employees
should understand the importance of heating/cooling food properly.

Improper lifting techniques Especially common with garbage cans,

dollies, lifting in the dish area, etc.

Slips, Trips and Falls Employees should always wear proper non-slip
footwear. Also, employees should not mop floors without drying
afterward.

Slicer Equipment Injuries If you have a meat slicer on the premise,

do not allow employees to use it until they have been directly
trained to use, breakdown, clean, sanitize and reassemble it safely
and completely

15. what is the first thing to do when guest complaint?

Ans: a. report the accident notify your health and safety

representative. If you dontknow who is responsible for health and
safety matters at your worklace, ask your manager or supervisor.

b. consider the cause of the accident

c. photograph the hazards. If there was a particular hazard that

caused your accident at work you should take pictures of it thats
possible.

d. do not discuss fault- you should not feel pressurred to say anything
that might prejudice any claim that you may have.

16. what are the common reasons for guest to return food?

Ans;a. this is not what I ordered- wrong order of food given to

the guest.

b. the picture of the food in the menu is different to the actual

order.

c. there is a fallen object in the food like hair, insect etc.

d. slow service that guest feels irritated

17. what are things to do when guest complaint?

Ans: a.Listen Intently: Listen to the customer, and do not interrupt

them. They need to tell their story and feel that they have been
heard.

b.Thank Them: Thank the customer for bringing the problem to

your attention. You cant resolve something you arent completely
aware of, or may be making faulty assumptions about.

c..Apologize: Sincerely convey to the customer your apology for the

way the situation has made them feel. This is not the time for
preachy reasons, justifications or excuses; you must apologize.

d..Seek the Best Solution: Determine what the customer is seeking

as a solution. Ask them; often theyll surprise you for asking for
less than you initially thought youd have to giveespecially when
they perceive your apology and intention is genuinely sincere.

e..Reach Agreement: Seek to agree on the solution that will resolve

the situation to their satisfaction. Your best intentions can miss the
mark completely if you still fail to deliver what the customer wants.

f.Take Quick Action: Act on the solution with a sense of urgency.

Customers will often respond more positively to your focus on
helping them immediately versus than on the solution itself.

g.Follow-up: Follow-up to ensure the customer is completely

satisfied, especially when you have had to enlist the help of others
for the solution delivery. Everything up to this point will be for
naught if the customer feels that out of sight is out of mind.

18. how will you handle guests needs with restrictions on allergies

Ans: a. as a waiter/ waitress you should know the food you offer
like the ingredient and the method of cooking so ask your chef as
many questions about the menu.

b. as waiter you should know also the perfect accompaniment

between food and beverage.

c. you should know the recipe database that store clients nutrition
based menus

d. use registration form to ask direct and pertinent questions about

dietary requests from the guest.

19. how will you handle a guest with signs of intoxication requesting for
more bottles of hard drinks.

Ans: a. stop serving him immediately. If the customer has

wandered in from another bar or restaurant, you can refuse to
serve them. They may claim youre acting illegal, but your not. You
are acting responsibe.

b. offer the customer some coffee and some food as an alternative

to a drink.

c. call a cab or another ride home for the customer. Do not let them
drive .

d. if customer becomes belligerent or angry, call the police, who

can look after the customer, until he or she is safe and sober.

20. what are relevant informations to check to avoid mistakes?

Ans: a. ask the guest name (caller) and room number

b. take the order and write it down in an order slip (triplicate

copies)- write down and clarify orders as you hear them. Ask the
number of orders and the guests preferences regarding the
manner of preparation.

c. repeat the order- mentioned the item ordered the quantityand

manner of preparation.

21. what is a Door Knob menu?

Ans: A type of room service menu that a housekeeper can leave in

the guestroom and that lists a limited number of breakfast items
and service times for selection by the guest.

Door Knob Menu

22. what are the standard amenities set in the tray/trolley during breakfast?

Ans: A napkin, basic fork, knife and spoon, salt, pepper,

Continental Breakfast

A continental breakfast is a light morning meal that is provided by many

hotels and motels. It traditionally includes bread products, fruit juice and hot
beverages. Some lodging facilities also include other types of food, such as
cereal, fruit, meat and eggs. The meal typically is presented in a buffet,
from which guests can help themselves, rather than being served to the
guests like it would be in a restaurant. The quality and amount of food that
is provided can vary widely and often depends on the quality of the
establishment, with high-end hotels that attract business travelers typically
providing better continental breakfast food than roadside motels that attract
families who are vacationing on tight budgets.

Continental breakfast consist of:

a. coffee with 2-3 sachet of sugar per person, butter 2 sachet, bread and
rolls, if toasted is specified, it must be wrapped in napkin, a piece of jam

Serving Procedure

A continental breakfast usually is provided in the hotel or motel lobby, or in

a room near the lobby, for a specified period of time during the morning.
The food typically is placed on a large table or counter, and amenities such
as plates, bowls, forks, spoons and knives are made available. There might
be tables and chairs where guests can sit and eat, or they could take their
breakfast back to their rooms or elsewhere.

Breads

The bread products that are

included in a continental
breakfast might include toast,
doughnuts, pastries, croissants
and rolls. Pancakes or waffles
 are less likely to be included,
although toaster waffles might
be offered. Butter, assorted
jams and jellies or other
toppings, such as syrup for
waffles, usually are available.

Croissants might be offered at a continental breakfast.

An assortment of breads
and muffins, including
those with fruit, are
standard fare at a
continental breakfast.
Beverages Juices and hot
beverages are almost always
included in a continental
breakfast. Orange juice, apple
juice and grapefruit juice are
common. Various types of
coffee and tea usually are
provided. Hot chocolate might
be available for children or for
guests who do not drink coffee
or tea. Milk also is available
sometimes.

Fruits
The other foods that are included in a continental
breakfast can vary widely. Some hotels provide fruit such
as bananas, apples, oranges and grapefruits. Cold
breakfast cereal and milk are often provided. Hot cereal,
such as instant oatmeal, is sometimes available as well.

Rare Fare

It is more rare for cooked meats or eggs to be included in a

continental breakfast, but it does happen. For example, large
containers full of scrambled eggs, bacon or sausage links might be
placed out for guests. Hash browns fried shredded potatoes
are another cooked breakfast item that is sometimes available.

American breakfast

A hotel breakfast that includes most or all of the following: two eggs (fried
or poached), sliced bacon or sausages, sliced bread or toast with
jam/jelly/butter, pancakes with syrup, cornflakes or other cereal, coffee/tea,
orange/grapefruit juice. Also called American style breakfast

For American Breakfast, and necessary

a. table wares required for the individual order, such as knife and fork for
meat and eggs, spoon for the boiled eggs, medium sized spoon for cereals,
etc., salt and pepper placed in shaker

Beverage must be prepared as ordered:

a. tea/coffee must be served with pot of hot water, chocolate is usually

placed in a pot with a cover and with a large creamer or 4 ounces of hot
milk
Green tea is a popular hot beverage served at many American
breakfast tables.

Jam is often included as part of an

American breakfast

Bacon is common in
American Breakfasts.
 Buttermilk pancakes
are an American breakfast
cuisine

23. what will you do upon the reaching the guest room?

Ans:a. knock at the door use the knuckles or activate the

doorbell.

Knock should be gentle and not too loud to avoid irritating sound.
Allow few seconds in between knocks and sound off: Room Service

b. once the door is opened- greet the guest by the hour of the day
and say: Goodmorning/afternoon Sir/Maam (or mention the guest
name if known)..Say;heres your room service order..then say
May I come in

dont enter the room until the guest gives you the permission.

24. what will you do after placing the tray/trolley inside the room?

Ans :a. ask the guest where would you like me to set-up your table
sir/maam

or shall I leave the food on the trolley ofr you want it transferred
to your table?
b.After setting up the food on the table as requested, offer
additional service

if youre ready to eat, shall I serve the food for you?

shall I serve the coffee/tea

would you like me to open your curtain to brighten the room

(NOTE: if the guest wants to eat later, leave the food on the
heater(if used). If not place it on the table.

Before presenting the bill ask: is there anything else I can do for
you?

c. present the bill- get the payment. If the guest wants to charge

to his room, get his signature but make sure he is authorized to

sign.

(Some guests accounts are labeled cash basis and so they are
not allowed to sign for charges.this should be checked with Front
Office)

d. thank the guest and bid goodbye- before leaving the room, make
sure the heater is put off as this can cause fire.

Ask the guest when he wants soiled dishes to be cleared.

sir/madam, when do you want me to come back to clear the soiled

dishes?

when you are ready please call us and dial___

Thank the guest and with him a pleasant meals.

Say thank you sir. Enjoy your meal and have a nice day

Service of Door Knob Menus

1. door knob menus are placed inside the guestroom by room

attendants.
2. after filling up the door knob menu, the guest will hang it in his
door knob to be picked up by the room service waiter.

3. captain must check the room number with the indicated in the
door knob menu to prevent mistakes in the delivery or orders.

4. collected door knob menus are to be endorsed to captain or

order taker for the recording and preparation of receipts.

5. doorknob orders are endorsed to waiter for the mis-en-place

preparation.

6. captain should closely monitor the service time and see to it that
the delivery of order is done on the time requested for door knob
orders.