JOB DESCRIPTION OF FOOD & BEVERAGE SERVICE PERSONNEL

BASIC FUNCTION: Plans, organizes, directs, and controls the delivery of service in all outlets, guestrooms
and banquets and sees to it that policies and standards are complied with.

Duties and responsibilities:

1. Planning and Problem Solving

2. Prepares sales based on sales history and market trends.
3. Identifies operating requirements and prepares operations budget in close consultation with the
outlet supervisor.
4. Designs and implements promotional programs and strategies to meet performance targets.
5. Keeps record of daily sales, analyses variances, takes appropriate measures to meet the
forecast.
6. Supervises the documentation of consumption of supplies and materials, notes down and
analyses variances against budget, takes corrective action and excessive consumption.
7. Keeps record of critical incidents in all dining outlet, analyze problem and takes remedial
action.
8. Calls for and presides over operational meetings with outlet supervisors to discuss and resolve
operational problems.

A. Organizing the Work:

1. Establishes/reviews existing policies and procedures on service and operations, recommends

changes or new policies as maybe deemed necessary to improve the operations.
2. Prepares work schedule of key personnel, delegate side duties and special assignments.

B. Directing, Monitoring, Coordinating

1. Monitors and checks the performance of all outlets against targets.

2. Monitors the service in all dining outlets, makes spot checks and calls the attention of the
headwaiter and captain waiters for noted deviations from standards.
3. Monitors the use and safekeeping of all supplies and equipment, takes note of losses, broken
and damaged equipment and takes appropriate action.
4. Checks the availability of operational requirements and par stock, initiates requisition as
needed.
5. Checks preparations for banquet bookings and the delivery of banquet service.
6. Checks set-up of dining and function rooms, ensures that client requirements are available and
in good condition.
7. Attends to staff concerns and problems, builds morale and teamwork in his/her department.
8. Provides coaching and guidance to the headwaiter and captain waiters in the exercise of their
function.
9. Conducts job orientation to new employees.
10. Closely coordinates with the chef regarding the new menus, slow moving items, problems and
complaints on food as well as client requirements for banquet functions.
11. Coordinates with other departments concerning the needs of his/her department.
12. Supervises the inventory of stocks and equipment, investigates causes of variances, losses and
damages.
13. Prepares and submits to superior the following monthly report:
Sales Report
Consumption Report
Inventory/Losses Report
Critical Incidents Report
Other reports and documents required by management

C. Controlling

1. Conducts preliminary investigation on reported misconduct of staff as well as discrepancies in

transactions and submits report to superior.
2. Conducts corrective interview and takes disciplinary action against erring employees.
3. Executes performance appraisal of supervisors and conducts appraisal interview.
4. Prepares and submits misconduct report on reported infractions of staff.
5. Ensures that all control policies and procedures are strictly observed in his/her department.

HEADWAITER or OUTLET SUPERVISOR

BASIC FUNCTION: Oversees food and beverage operation in his assigned outlet; ensures that service is
carried out in accordance with prescribed standards and policies.
Specific Duties:
1. Monitors the necessary preparation before the start of operations and sees to it that all needed
supplies are available and in good condition.
2. Maintains par stock requirements. Makes requisition as needed.
3. Coordinate with the kitchen regarding out of stock items and new promotions and disseminates
said information to all dining staff.
4. Conducts regular briefing and inspection among his staff before the start of operations/
5. Monitors the performance of his staff and sees to it that they follow standard procedures and
abide by existing house rules.
6. Receives, greets and entertains customers, attends to their needs, inquiries and complaints.
7. Prepares staff schedule, side duties and assignments.
8. Conducts weekly meeting with his/her staff to discuss/resolve operational problems.
9. Looks after the set-up, appearance and cleanliness of the outlet.
10. Coordinates with other departments regarding the needs and problems of dining outlets.
11. Supervises the safekeeping and inventory of equipment and supplies.
12. Assists in taking and serving orders whenever needed.
13. Attends to the settlement of bills during banquet functions.
14. Performs other duties as maybe assigned by his superior.

CAPTAIN WAITER:

BASIC FUNCTION: Oversees the set-up and delivery of service in his/her assigned station.

Specific Duties:
1. Conducts daily briefing and inspection of grooming among his staff.
2. Supervises mis-en-place preparation, checks availability of par stock
3. Oversees the set-up of the outlet and/or function rooms, ensures that client requirements are
properly installed and provided for.
4. Monitors the delivery of service as well as the clearing of tables and function rooms.
5. Closely coordinates with his/her superior regarding the requirements and operational problems
in his assigned station.
6. Assists in order taking and service during peak hours.
7. Monitors the consumption and utilization of supplies and takes measures to control losses and
wasteful consumption.
8. Supervises daily inventory and submits inventory report to superior.
9. Prepares and submits reports and documents that are required by management.
10. Attends to the settlement of bill for banquet functions.
11. Attends o guests’ complaints and requests.
12. Ensures guest’s satisfaction , solicits feedback from them regarding the service and food and
attends to their needs and concerns.
13. Conducts corrective interviews among erring personnel, prepares misconduct report as needed.
14. Trains and coaches staff regarding service procedures.
15. Conduct performance evaluation of subordinates and trainees.
16. Performs other duties as maybe assigned by superior.

RECEPTIONIST

Basic Function: Welcomes and greets the customers at the entrance and escorts them to their tables.

Specific Duties:
1. Receives guests, welcomes and greets them and escorts them to their assigned or chosen tables.
2. Attends to reservations and inquiries over the phone and disseminates to all concerned officers
the details of reservations.
3. Maintains an fills logbooks/reservation book with the necessary information and keeps all
reservation sign in place.
4. Assists in maintaining order and cleanliness of the outlet.
5. Assists in the preparation of mis-en –place and in taking food orders, does suggestive selling.
6. Assists in the settlement of guest checks.
7. Monitors movement in the outlet and reports to captain any unusual incident or suspicious
persons noted.
8. Attends to guest inquiries, requests and complaints.
9. Performs other duties as maybe assigned by superior.

WAITER

Basic Function: Takes and serves food and beverage order according to prescribed standards of
service.

Specific Duties:
 1. Looks after the necessary preparations before the start of operation:
a. Wipes/prepares the necessary containers, hallowares, napkins, tray cutleries and other
supplies
b. Refills salt and pepper shakers and other condiments
c. Checks and re-stocks service station and sees to it that the par stock is maintained
d. Set-up the table and installs required facilities.
2. Studies the menu and familiarizes himself with the outlet’s specialties as well as out of stock
items and undertakes suggestive selling.
3. Takes and serves food and beverage orders.
4. Assists busboy in placing and in picking up orders for the kitchen.
5. Assists in welcoming and seating the guests.
6. Attends to the settlement of the bill of guests.
7. Attends to the guest’s inquiries , requests and complaints.
8. Assists in clearing soiled dishes, dirt and trash.
9. Performs side duties and other assignments given by his superior.

BUSBOY

Basic Function: Dining room helper and runner.

Specific Duties:
1. Assists waiters in mis-en-place preparations and table set-up
2. Serves bread and butter, coffee or tea.
3. Places orders to the kitchen and picks up prepared orders.
4. Clears table of soiled dishes, dirt and mess.
5. Changes soiled ash tray.
6. Fills and refills water goblet with water.
7. Does other errands in the dining room.
8. Performs other related duties as maybe assigned by superior.

BARTENDER

Basic Function: Prepares/mixes alcoholic and non-alcoholic beverages according to prescribed

standards.
Specific Duties:

1. Prepares or mixes drink following standard recipes.

2. Sets-up the bar.
3. Takes charge of storage of beverages and bar supplies.
4. Makes report on beverage sales and spoilage.
5. Takes of inventory of beverage consumption as well as losses.
6. Sees to it that the bar properly stocked, cleaned and well maintained.
7. Attends to customers needs, requests and complaints at the bar counter.
8. Pushes the sale of wines and other beverage items.
9. Checks availability of bar stocks and makes requisition when needed.
10. Serves drinks from the bar counter.
11. Performs other related duties as maybe assigned by superior.

BARBOY

Basic Function: Acts as a runner and helper in the bar.

Specific Duties:

1. Assists the bartender in mis-en-place preparation and bar set up.

2. Looks after the upkeep of the bar area.
3. Assists in clearing soiled glasses, empty bottles, other bar items.
4. May assist in serving drinks to guests.
5. May assist bartender in mixing and preparing drinks.
6. Assists in the storage and safekeeping of bar stocks and supplies.
7. Performs errand functions for the bar.
8. Performs other duties as maybe assigned by superior.
 LIST OF STANDARD SERVICE EQUIPMENT AND SUPPLIES

PURPOSE CHINAWARES SILVERWARES HOLLOWARES

For serving appetizers Fish Plate Fish Knife for fish Supreme bowl for
appetizer seafood cocktail

Plate underliner for Escargot or cocktail fork Show plate underliner

seafood’s cocktail for seafood cocktail for appetizers
For soup Soup bowl with Soup Spoon Soup tureen if soup is
underliner served Russian style
For salad Crystal salad bowl with Salad knife or salad fork Crystal salad containers
underliner for buffet service
Main Course Dinner plate Dinnerfork Platters for Russian
Cereal bowls for cereal Dinnerknife Sauceboat for sauces
Siling plates for sizzling Steak Knife Salt & Pepper Shakers
dishes Serving Spoon Chafing Dish
Serving Fork (containers for hot
dishes)
Bread Bread Plate Bread Kife or Butter Bread Basket
Spreader Bread Tong
For Coffee/Tea Cups and Saucer Teaspoon Coffee Pot
Tea Pot
Sugar and Creamer
Container

SERVICE EQUIPMENT and SUPPLIES

CHINAWARES FLATWARES/CUTLERIES GLASSWARES LINENS

Show Plate Dinnerspoon Red Wine Glass Table Napkin
Dinnerplate Dinnerfork White Wine Glass Table Top Cloth
Salad Plate Dinnerknife Water Goblet Table Skirting
Fish Plate Fish Knife Highball Glass Table Runner
Dessert Plate Fish Fork
Bread Plate Salad Knife
Underliner / Saucer Saladfork
Soup Bowl Cocktailfork
Demitasse Cup w/ Soup Spoon
Underliner
Coffee Cup w/ Dessert Spoon
Underliner
Teaspoon
Demitasse Spoon
Bread Knfe or Butter
Spreader
Cake Server
Serving For / Spoon
Sauce Laddle
Steak Knife
Escargot
SANITATION STANDARDS IN HANDLING SERVICE EQUIPMENT

1. Set up and serve only the clean and sanitized glasses, cutleries, china wares and other service
equipment
2. Equipment should not be exposed to contamination. Keep them in closed drawers or cabinets,
not exposed to open air and dirt.
3. Food delivered for room service must be covered to avoid bacterial contamination.
4. All service equipment must be wiped-dry with clean wiping cloths to protect them from
watermarks. The cloths used for this purpose must be segregated from other cloths and if
possible color coded.
5. Handle glasses by the stem or base, cutleries by the handle.
6. Underline bowls with a plate and never serve them with the finger touching the rim.
7. Avoid touching foods and cutleries with barehands. Use a plastic scooper for serving ice, serving
spoon and fork for dishing out foods.
8. Never Hold or serve the toothpick straw or napkin with barehands. Protect them from bacterial
contamination by serving them in wrappers or in their respective dispenser.
 9. When serving additional cutlery or napkin, place them in a small plate to avoid direct contact
with the hand.
10. The thumb should be kept away from the plate to avoid touching the sauce, meat or dish.
11. When setting up cutleries and glasses, avoid leaving finger marks on them by carrying them in
trays or by placing them inside a cloth napkin.
12. Never serve food and cutleries that have fallen on the floor.
13. To protect food from contamination, keep them covered when they are served immediately.
14. Wash and wipe-dry food containers before using them.
15. Avoid placing foods on top of tables or counters.
16. Check service station for cleanliness and possible pest infestations. Keep station neat, clean and
free of foul odor.
17. Never serve cutleries, glasses, cups or chinawares that are oily or with finger marks, lipstick or
spot. Remove them from the service station and bring them to the dishwashing area for proper
washing.

BREAKAGES ARE CAUSE BY THE FOLLOWING FACTORS:

1. MECHANICAL IMPACT – result from an object to object contact. To avoid mechanical impact,
observe the following rules:
a. Do not stack dishes too high.
b. Avoid handling glasses in bouquet.
c. Never put cutleries into glasses.
d. Do not overload buspans
e. Do not bump glasses into sink
f. Only chinawares can be stack using the decoy system.
g. Place them in a tray and don’t make them stick to one another
h. Place them in their appropriate container.
i. Carry just enough to avoid accident.
j. Place them directly into divider racks.

2. THERMAL SHOCK – is the abrupt exposure of a breakable equipment ( like crystal glasses, china
wares and others) from cold to hot temperature or vice versa resulting to cracks or breakage

To avoid thermal shock:

a. Never put hot water in a hilled or cold glass or vice versa.
b. Allow chilled or cold bowl china or glass to warm up at room temperature before heating
them in a microwave or oven.
c. Never put hot water in any glass or container that is not heat resistant.

3. IMPROPER HANDLING AND MISUSE OF EQUIPMENT

Among the malpractices that should be avoided are:

a. The habit of scoping ice with a glass. Appropriate scooper must be used.
b. Using knives for opening cans. The can opener must be used for such purpose.

4. IMPROPER RACKING AND STACKING - stacking glasse and stacking chin wares that are different
sizes and shapes.

Precautionary measures:
a. Instead of stacking glasses, place them in appropriate glass racks so as to prevent
mechanical impact.

b. Stack china ware using the decoy system. These mean china wares of the same kind and size
should be stack together to make an even stacking otherwise they become vulnerable to
breakage.
c. Avoid overloading trays and bus pans.
d. Never stack dishes too high.

5. INATTENTIVENESS OR ABSENTMINDEDNESS

Accidents often occur when service personnel are absent minded or inattentive while executing
service especially when they are carrying heavy trays and breakable equipment.

6. IMPROPER BUSSING

To avoid accidents and breakages busboys or waiters must :

a. See to it that trays or bus pans are not overloaded.
b. The 3 S (Scrape, Stack Segregate ) in bussing are strictly followed.
 c. Appropriate trays are used, bar tray with a cork for bar items, rectangular or oval tray for
chinawares, etc.
d. Trays are positioned such that it is well balanced with every items placed at the center.
e. Tray must properly handled with the palm and not the fingers holding the plate.

7. ENVIRONMENTAL FACTORS – particularly the presence of safety hazards that can cause
accidents.

a. Make sure that the floor is not wet or slippery. Food water beverages that spill on the floor
must be cleared immediately. Kitchen floors should not be treated with a slippery polish to
avoid slips or falls. Grease that spill on floor must be cleared of hot water or hot sponge and
wiped-dry.
b. Any broken tile must be immediately repaired as it can cause falls or accident.
c. Avoid using blind doors, use one with a glass to be able to see people coming in and out of
the door.
d. Check for other safety hazards and take corrective action to prevent accidents and injuries.

TABLE SET UP

STANDARDS OF TABLE SET UP:

1.) COMPLETENESS

 All needed utensils, chinawares, glasses and other equipment are set up on the
table prior to serving orders. Coffee/tea must go with sugar and milk container.
 Place mat is set up when the table is not covered with tablecloth. It is placed at
the center of the cover.
 Required condiments are set up before service
 Client requirements as stated in the event order are available and properly
installed before the start of the funcrion.
 If pre-set up is required, the additional cutleries are to be added to the set up
once the order has been taken. This must be done prior to serving orders.

2.) CLEANLINESS and CONDITION OF EQUIPMENT

 All pre-set equipment must be immaculately clean, sanitized, wiped dry and free
of spots or watermarks.
 There are no wobbly (Shaky) tables and chairs.
 There are no chipped (cut) / stained glasses.
 No damaged, broken or distorted (slanted) cutleries are set up on the table.
 Linen is fresh, clean and without spots or stains and not wrinkled.
 Placemats are clean and without foul odor

3.) BALNCE and UNIFORMITY

 There is even spacing between chairs and covers.

 Cutleries are spaced at least ½ inch from the edge
 For the same order of drink/food, set up the same glass and cutleries in all
tables
 Cutleries are aligned with the same distance from the edge

4.) ORDER

 All service equipment are placed on the appropriate side of the cover
 The glasses, cups with underliners, spoon, knife and cocktail
fork are on the right side
 Fork and side dishes are on the left side except the cocktail fork
which is placed on the right side
 Folded paper napkin (if used) is on the left side underneath the
fork
 If table napkin (cloth ) is used, place it on top of the show plate.
 Water glass is set up on the right side, about an inch on top the
dinner knife
 Required condiments as well as flower vase are placed at the
center of the table
  The cutleries are arranged in proper sequence following the order by which they
will be served.

5.) EYE APPEAL

 The whole set up looks presentable

 Presidential and buffet tables are skirted for banquet functions

 Appropriate color combinations are used
 No eyesore is seen in the dining area
 Appropriated centrepiece and other decors are provided for

6.) TIMELINESS

 Set up is completed on time – at least 30 minutes prior to the start of operations

or banquet functions
TABLE SET UP PROCEDURES

STEPS PROCEDURES RATIONALE/

ADDITIONAL
INFORMATION
PRE SET-UP
(before order is taken)

A la carte Breakfast

1.Check the condition and Observe the following:

cleanliness of all tables
and chairs. *Tables and chairs are in their proper position, are This is important to
aligned according to floor plan. insure the safety of
*There are no shaky nor damaged tables or chairs. guests and to prevent
*Table edges and corners follow a straight line, accidents.
chairs are evenly spaced.
Have damaged items
replaced.
2.Check the cleanliness Pay attention to the following:
and condition of service
equipment before they *All chinawares, silverwares and glasses are Dirty utensils can be
are set up immaculately clean and free of marks and stains. A source of bacterial
*There are no chipped wares. contamination.
*Salt and pepper shakers (condiments) as well as
sugar and cream containers are properly filled. Damaged and chipped
*Linens and napkins are clean and free of dirt and wares can cause
stains accidents an should
not be used.
3.Set up the placemats (if Place it at the center of the cover. Make sure it is clean
one is used) and free of foul odor.
4.Collect all silverwares to Place them in a bar tray or wrap them inside a This will protect the
be set up on the tables clean cloth napkin. Never carry them with bare cutleries from
hands. bacterial
contamination. Finger
marks can also
avoided
5.Lay down the Place dinner fork on left, dinner knife on the right. Place cutleries on the
silverwares on the cover. Hold them by the handle not by the lines. side where they could
be conveniently
reached. Whatever is
used by the right hand
should be placed on
on the right side and is
used by the left hand
should be placed on
the left side.
6.Set up the water goblet. As a rule, on top of the dinner knife at a distance Handle goblets by the
of ½ inch. Glasses and beverage items are to be stem ad tumblers
set up on the right side for it to be conveniently (highball glass) by the
reached by the guests. base.
7.Set up the folded Position it on top the placemat or the show plate
napkins (whichever is used).
8.Set up the bread plate Place it on the left side of the fork when square or Make sure the logo is
a rectangular table is used or on top of the fork if a positioned on the top
round table is used. center.
9.Set up the condiments Place them at the center beside the flower vase. This makes it more
accessible for
everyone in the table.
10.Set up the cups and Place them on the right side of the cover with the
sucers handle in 5 o’clock position
FOR LUNCH OR DINNER Same set-up as in breakfast except the following:

*No cup, saucer, sugar and creamer are to be pre- To avoid overcrowding
set on the table. the table, these should
*These items will be set up before the coffee/tea be set up only at the
is served (if a coffee/tea is ordered) end of a meal-before
*Under liner/show plate must be set up on the coffee is served (if
center of the cover. coffee is ordered)

This will serve as

under liner for starters
like appetizers, soups
and salads.
11.Once the guest has *Check the order and place additional cutleries To avoid the blending
given his order, complete like soup spoon if a soup is ordered, a salad knife of flavors, set up a
the set up and fork if there is a order of salad, etc.. separate cutlery of
*If an appetizer is ordered, set up a cocktail fork. each dish.
This should be placed on the right side at the outer
most part of the cover. The salad knife/fork
*If soup is ordered, set up the soup spoon on the must be positioned
right side, next to the cocktail fork. next to the dinner
*Set up an additional salad fork if a side salad is knife and fork.
ordered.
*If a dessert is ordered, set up the teaspoon or Place the
small fork , on top of the cover. teaspoon/small fork
*If there is an order of wine, set up the on top of the cover,
appropriate wine glass on the right side, beside parallel to the
the goblet. coffee/tea teaspoon.

TABLE SERVICE

Table service may take place in food outlets like restaurants, in function rooms for banquet
functions or in a guestroom it involves room service.. Whatever is the venue, service must be executed
in accordance with professional standards and with graciousness and courtesy.

For banquet functions, the captain must review the event order to check the client
requirements for the function and to see to it that said requirements are available, clean, I goof
condition and installed at least one hour prior to the function.

Once these requirements are ready, the waiters must be given a briefing about the details of the
function and the serving instruction, after which the captain or headwaiter shall inspect their grooming,
insuring that everyone complies with the grooming standards. The briefing is designed to familiarize
service personnel with some important information like:

 Expect VIP’s and serving instructions, if any

 Food/drinks to be served and serving instructions
 Chef’s specials for the day and other promotional items
 Out of stock items
 For banquet, name of organization, host or honoree
 Important reminders
 The captain shall announce the waiter’s side duties and table assignments

After all these preparations, service is now ready and the waiters must position themselves in
their respective area at table assignments.
 TYPES OF TABLE SERVICE

AMERICAN SERVICE RUSSIAN SERVICE

Also called “Plate Service” because the food The food is pre-arranged in a platter with
is already arranged in individual plates at the enough servings for one table, then the waiter
kitchen, ready to be served to guests. It is dishes out from the platter to the individual
usually done for a la carte orders, good for one plates of the guest, from the left side.
serving. Plated foods are served with garnish
and accompaniments on the right side of the
guest. Russian service is usually done for banquet
functions. It guarantees equal portioning of
food because the foods served are pre-
This type of service is ideal in a coffee shop portioned and pre-cut. It is preferred over
where there is a need for fast service. plate service when there are no heaters for
individual plates.

FRENCH SERVICE BUFFET SERVICE

This type of service involves tableside This is self - service because the guests
preparation. The food is partially prepared and have to line up to get their food in a buffet
pre-cut at the kitchen. Then the preparation is table. The foods in the buffet are classified
completed in a gueridon at the side of guest’s and arranged in sequence-from colds to hot
table, usually with some showmanship. This is dishes and dessert. Hot dishes are placed in
usually done by a chef kown as commis de chafing dishes to keep them warm.
rang or a headwaiter in his absence.
The risk in using this type of service is the
French service is very elegant and possibility of food shortage. One way of
entertaining but takes a lot of time. It is not controlling this is to assign a waiter to portion
advisable for diners who are in a hurry. and dish out foods for individual guests.

Other Types of Food Service:

1. Fast Food Operations

-In this type of service, food is already prepared and displayed in a food counter, ready to be
served. Payment maybe done through the cashier who is usually positioned at the end of
the counter.

2. Counter Operations

-Patrons approach a counter where they give their orders to the attendant, who then
assembles the items, fills the order and receives payment.

3. Window Service

-Customers queue up the windows or service station where an attendant takes the order,
assembles and bags the items and collects money.

4. Cafeteria

-The food in this type of service are pre-packed and displayed in a counter.
 SEQUENCE OF DINING SERVICE – A LA CARTE
Fine Dining with Wine Service

1. Welcoming/greeting the guests ………………………………………………………….. Captain Waiter

or Receptionist

2. Offering Before Dinner Drinks (aperitif) ……………………………………………... Waiter or

Wine Steward

3. Serving Bread and Butter ………………………………………………………….. Waiter

4. Presenting the Menu ………………………………………………………………………….. Waiter

5. Serving Before Dinner Drinks (aperitifs) ……………………………………………… Waiter

6. Taking Food Order ………………………………………………………………………………. Waiter or

Captain

7. Placing/picking up orders …………………………………………………………………….. Busboy

8. Taking Wine Order ………………………………………………………………………………. Wine Steward

Or Captain

9. Completing the Table Set Up ……………………………………………………………….. Waiter

10. Presenting and serving White Wine (Aperitif) ………………………………………. Captain or

Wine Steward

11. Clearing of Aperitif Glass ……………………………………………………………………. Busboy

12. Serving Appetizers then soup ……………………………………………………………… Waiter

13. Clearing of Soiled Dishes …………………………………………………………………….. Busboy

14. Presenting and Serving Red Wine ……………………………………………………….. Captain or

Wine Steward

15. Serving the Main Course and Side Salad ……………………………………………… Waiter

16. Refilling the Red Wine Glass ……………………………………………………………….. Waiter

17. Clearing Red Wine Glass ……………………………………………………………………… Bus Boy or

Waiter

18. Clearing Soiled Dishes/Crumbing down of Tables ……………………………….. Bus Boy

19. Offering and Serving Dessert ………………………………………………………………. Waiter

20. Offering Coffee or liqueurs …………………………………………………………………. Waiter

21. Presenting and Settling the Bill …………………………………………………………… Waiter or

Captain

22. Bidding Goodbye to Guests ………………………………………………………………… All Staff

WELCOMING and SEATING THE GUESTS

STEPS PROCEDURES RATIONALE

 1.Be familiar Find out what tables are designated This makes it easy to locate
with the set up for 2, 3, or 4 people and which ones the appropriate table for
of the dining are reserved for those with arriving guests.
area reservation.

2.Stay at the Approach the guest, look at each one, Eye contact and smile
outlet entrance greet them with a smile and mention makes the guest feel
their name and position (if known) welcome and valued.

“Good morning Mr. _______,

Welcome to our restaurant”.

With hands outstretch, show the way

to the table and say “ This Way
Please” or “May I suggest a table for
you?”

3.If there is no Graciously look at the host and say Do not just say “We are
available table, “Im sorry sir/ma’am but we are fully full” as there might be seats
tactfully inform booked at the moment, do you mind that will soon be vacated.
the guest and waiting at the lounge and I’ll call you
advise him to once a table would be available?” Have a waiting lounge for
stay at the waiting guests to make
lounge them comfortable while
waiting.

4.If the guest has Tell the host, “We have prepared a Avoid asking, “Do you have
a reservation nice table for you/for your party any reservation?” This
make sure his Mr./Ms. ________. This way please” souds offensive to many
table is prepared guests.
in advance

5.Lead the guest Walk I little ahead of them when Waiter or captain must pull
towards the escorting them to their table. Endorse the chair for the lady and
table them to the captain or waiter and assist her in getting seated.
assist them in getting seated (if no
captain or waiter is available).

HOW TO TAKE FOOD ORDER

Needed supplies: ORDER SLIP (in triplicate),

PEN and
MENU

STEPS PROCEDURES RATIONALE

1.Approach the table and Stand erect. Look at each A pleasant greeting with a
stand at the right side of the guest, smile and greet him/her warm smile gives an
host. by name and title (if known). impression of graciousness
If not known, address them and warm hospitality.
with ma’am or sir.
2.present the Menu Present it with the cover Menu should be carried to the
Facing the customer if the table.
menu is a book type (several
pages). If not, present it open.

3.Take the Food Order Ask customers if they are If there is an honoree, take
ready to order “May I take his/her order first.
your order now?”

Take the order beginning with

the ladies, then the gentlemen
and lastly the host.

4.Write Down the Order Write down the orders in an For control purposes, no order
order slip in triplicate -1 copy will be dispatched from the
goes to the kitchen, 1 for the kitchen without an order slip.
waiter and 1 for cashier.

5.Take Effort to sell a Suggest appetizers, soup, and To increase sales, waiters
Complete Meal salads to complement the main must always resort to
dish; offer variety of items; suggestive selling when taking
suggest wines that will best food orders.
complement the meal.
Make suggestions that are
suited to the age, taste and
needs of the customers.

6.If the order is out of stock, Tell the guest outright when Never make a guest wait for
suggest appropriate his order is not available. an order that is not available.
alternatives or substitute This will irritate him.
“I’m sorry sir/ma’am but we
run out of _________. But Suggest appropriate
you might want to try ______ alternative for out of stock
(mention appropriate items.
alternatives or substitute).

7.If applicable, ask the guest Example Care must be taken in

how he wants his dish verifying orders and its
prepared “How would you like the preparation. Likewise any
steak done, rare, medium or special instruction or request
well done?” of the customers regarding his
order must be properly
If an egg is ordered. disseminated to the kitchen to
make sure the customer gets

“How would you like the egg what he wants.

done, sir/ma’am?”

8.write all orders in n order Use a coding method in This will help in preventing
slip in triplicate identifying whoever orders the embarrassing situation
each time. whereby a wrong order is
served to the customer.
Do not forget to write the date,
table number, dishes ordered Use standard abbreviations
together with the quantity and that can be understood by both
the manner of desired the waiters and the cook.
preparation. The name of
waiter, server must also be
 indicated.

9.Repeat the order to the As you repeat, mention the This is important to prevent
customer items ordered, number of misunderstanding.
orders and the manner of
preparation. Get the menu book after
getting the order.
“May I repeat your order
ma’am/sir. You’ll have 1
order of beef well done beef
steak and green salad. Did I
get your order right?”

10.Place the order to the Give one copy of order slip to

kitchen the food checker and another
one for the cashier for billing
purposes. The last copy is for
the waiter.

WRITING ORDERS IN AN ORDER SLIP

ORDER SLIP
No. _____

Date: __________________________________ Table No. _______________

No. of Guests: ___________________________ Waiter: _________________

Quantity Items

2 Shrimp Cocktail
1 Kilawin Tanguigue
---------------------------------------------------------------------------------------------------
2 Minestrone Soup
1 Mushroom Soup
----------------------------------------------------------------------------------------------------
1 Tossed Green Salad
2 Caesar’s Salad
-----------------------------------------------------------------------------------------------------
1 Caldereta de Davao
2 Beef Steak
----------------------------------------------------------------------------------------------------
2 Mango Float
1 Rocky Road Ice Cream
Important Note:

*Separate the appetizers, soup, salad and main dishes with a line to facilitate preparation and food
dispatching.
*Start listing from appetizer; to soup, salad, main course then dessert (same sequence used in
service)

DESIGNING A CODING SYSTEM

1. Establish a reference point – may be entrance, counter, etc.

2. Identify each guest with a number

 Mark the starting point with a sign like * (or asterisk)

EXAMPLE – for a square table

Door
(Reference Point)

Orange Juice
Cola 3 Sprite
2 4

Mango Juice
1*

RULES IN ASSEMBLING and SERVING ORDERS

1. Serve foods in appropriate containers and temperature.

Hot foods in hot plates.
Cold foods in chilled plates.

2. Follow proper sequence in serving food. The standard is to serve from the lightest to the
heaviest dish as in;
First – APPETIZER
Second – SOUP
Third – SALAD
Fourth – MAIN COURSE
Fifth – Dessert
Sixth – Coffee or Tea

3. Serve guests in the following order

HONOREE
LADIES
GENTLEMEN
HOST
If there are CHILDREN, they must be served first before the adult.

4. Serve food on the appropriate side of the guest.

Serve plated food (American Service) from the right side with the right foot forward and with
the right hand holding the plate.

Dish out food from the platters to the individual plates of guests (Russian Service) from the
left side.

Serve side dish i.e. salad, bread, etc. from the left side.

Exception to the rule: When it is difficult to do so as when there is no space on the right or
left, in this case, one can serve in front or on the side of the table while saying “Excuse me
Ma’am”.

5. Never reach or serve food in front of the guest to serve another guest unless the set up makes
it impossible to serve on the guest’s side. In such case, one can serve in front of the table and
must ask excuse and say “Excuse me sir/ma’am.

6. Upon serving and order, mention the name of the dish.

Example: “Your Sizzling Bean Curd, Sir”
7. Never show the thumb on the plate when serving so as not to touch the sauce or meat.

8. When serving plated food position the meat or fish directly in front of the guest with the logo
position on the top center of the plate.

9. When serving from a platter, (Russian Service) present food from the left hand and dish out
the food using serving spoon and fork with the right hand.

10. Use precautionary measures in carrying loaded trays.

a. Place heavy items on the center to make it balance.

b. Let the tray rest on the shoulder with the palm of the hand supporting the tray underneath.
If it is still off balance, use the other hand to support the tray. Rest the elbow close to the
hip when carrying the tray.
c. Make sure the bottom of the tray is clean.
d. Bend the knees not the back when picking up a tray and when putting it down.

11. Always make an excuse when serving the dish and alos I clearing soiled dishes. Say “Excuse
me, ma’am/sir”
12. Never forget to check the presentation of the food before serving and see to it that it conforms
to a standard presentation with the right portion of the dish. Check also if it is contaminated
with a foreign object. If something is wrong or lacking, bring it back to the chef for corrective
action.

13. Use a side towel, not table napkins in picking up hot plates.

14. Fill coffee/tea pots ¾ full, creamers 2/3 full.

15. Combine orders whenever possible in one trip. For example: two (2) soups for one table, main
dish for another table and desserts for the third table. This makes way for faster service.

16. Whenever possible save trips to the kitchen by filling trays both ways. For example: while
placing orders to the kitchen, pick up soiled dishes that can be found in some tables.

17. Never serve food and utensils that have fallen on the floor.

18. Never touch nor serve foods with bare hands. Use appropriate serving spoon and fork.

19. Use separate spoon in dishing out different dishes to avoid blending of flavors.

20. If ice cream dippers are used, rinse them before re-using to avoid blending of flavors.

21. Serve food according to table plan, with each guest identified through the coding system to
make sure the right order is served to the right person.

BUSSING and CLEARING the TABLE

1. To maintain the cleanliness of the table, soiled dishes should e immediately removed.
Ash trays once soiled , even with just one cigarette butt should be changed with clean
ones following the correct procedures.
2. When everyone at the table has finished eating the dish served, remove all the soiled
china wares flat wares and glasses. Also pick up condiments that are no longer used. But
do not clear the water glass and coffee cups since they should be refilled. Remove them
only after the guests have left the table.
3. Brush the table with a clean, moist side towel whenever necessary. Take care not to spill
crumbs on the lap of the customers. Use small plate to catch the crumbs.
4. When removing soiled dishes, make an excuse and ask permission from the guest and say
“Excuse me sir/ma’am, my I take your plate now?” or “May I clear the tale now?”
5. As general rule, bus soiled dishes from the right side of the guest.

6. When bussing, follow the standard procedure – the 3 S’s;

SCRAPE - left over foods and place them in one container
 STACK - together the china wares of the same kinds and size
SEGREGATE- china ware from utensils and leftovers
-all cutleries
-all china wares in one container
-leftovers in one container
7. Remove largest plates first, followed by the smaller ones so that they can be easily stacked.
Place large ones at the center of the tray.
8. Do not stack dishes too high. This can cause accidents and may create clatter.
9. Avoid overloading trays and bus pans.
10.Never buss across the guest. Stay on the right side of the guest unless it is difficult to do so
that one cannot help crossing. In such case, make an excuse and say, “ Excuse me
ma’am/sir”
11.Never scrape leftovers in front or near the guest. Do it few steps away from the guest.
12.Use appropriate trays for bussing – bar tray for bar items (glasses and bottles), rectangular
or oval tray for china wares.
13.Bus bottles and glasses separately from china wares.
PRESENTATION and SETTLEMENT of the BILL

STEPS PROCEDURES RATIONAL

1.If there are no The cashier will prepare the bill once Advance preparation can
more orders, inform advised to close the check. minimize waiting time for
the cashier to close bill settlement.
the order.

2.Review the bill first Check if the following information are To avoid errors and guest
before presenting it clearly indicated in the check complaints, all bills must be
to the customer thoroughly checked before
*name of guest (if charged to room) and they are presented to the
the server, table number, date and guest.
number of guests, items ordered and
quantity of orders Correction if any must be
*whether all items that were served are authorized and signed by
properly charged the supervisor.
*for groups, check whether one check or
individual checks are to be made If two checks are used, have
*sales tax and service charge (if applied) both pages clipped together
are added to the bill to avoid losing or misplacing
*that no item other than what is served is any page.
included in the bill
*right check is used – food check for food Make sure that the check
orders, beverage checks for beverage number is written on the
orders. second check.

3.Present the bill Place it in a bill folder or tray with the Give the bill to the host or
amount faced down. to the gentleman if the host
is not known.

4.Take the payment If cash is received, count the money in This will help avoid trouble
from the host front of the host. Inform him outright of and misunderstanding.
the amount received. Any shortage should be
Ex. “Sir, you gave me P 1,000.00 settled outright before
leaving the table.
If the bill be settled by credit card, the
cashier must get a clearance from the Guest must never be placed
credit card company before posting. in an embarrassing situation
especially if they are dining
If the card is expired or suspended, tell with some guests.
the supervisor for him to discreetly talk to
the guest. Critical issues should be
 handled by the supervisor
who may also consult with
the manager for a decision
on the matter.

Turn over the Wait for the change if any, place it on a The receipt must be given
payment to the change tray and give it to the host. to the guest together with
cashier the change.
Say “thank you” to the guest after giving
the change