Meal Management Module Version 2
Meal Management Module Version 2
CHAPTER 1
PLANNING MEAL
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1. Introduction to Meal Planning
2. Factors to consider in Meal
Planning
3. Procedure in Meal Planning
4. Different aspects in Meal
Planning
DURATION: 8 HOURS
INTRODUCTION
It is part and parcel of man’s survival to eat meals in each day. Food is
irreplaceably essential in keeping every individual in performing the tasks and
roles one plays in the community. More importantly, one needs to realize the
complexity of preparing meals.
LEARNING OUTCOMES
LO 1. Recognize the vision, mission, goals and objectives of the university and
the college to the community
LO 2. Familiarize with the course content, course requirements, grading system,
and other laboratory guidelines and house rules
LO 3. Exemplify the different factors to consider in planning meals.
LO 4. Compose Food Pyramid and Food Nutrients in planning nutritious meals.
LO 5. Describe the different functions of meal.
LO 6. Construct one-week meal plan considering the meal pattern for breakfast,
lunch and dinner.
PRE-TEST
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a. Planning meal preparation b. organizing meal preparation
c. controlling meal preparation d. evaluating meal preparation
3. It includes the general listing of menu chosen for particular meals designed for a
week or a month.
a. Planning meal preparation b. organizing meal preparation
c. controlling meal preparation d. evaluating meal preparation
6. It is a name list of food dishes assigned in a specific meal or several meals based
on the complete meal components.
a. meal plan form b. meal component c. meal pattern d. Menu
7. It is a table that contains the menu assigned for each meal in a week or a month.
a. meal plan form b. meal component c. meal pattern d. Menu
9. It contains a name list of appetizer, soup, salad, main dish with side dish, dessert,
beverages, and snacks.
a. menu card b. sensory evaluation c. meal planner d. market list
10. It is a scientific discipline that analyses and measures human responses to the
composition of food and drink, ex: appearance, touch, odor, texture, temperature
and taste.
a. menu card b. sensory evaluation c. meal planner d. market list
DISCUSSION
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Management- means to plan, organize, direct, execute, and control man, money,
market, machines, methods, minutes and materials to produce economical and
healthy meals for human consumption and sustainable meal preparation.
Meal- is the food and drink consumed normally by man through the day, served as
breakfast, brunch, lunch dinner and snacks.
Meal Planning- involves the process of setting goals, developing steps, listing tasks
and schedules on meal preparation.
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Procedure in Meal Management
A. Planning Meal Preparation- includes the general listing of menu chosen for
particular meals designed for a week or a month. A meal plan form - is a table is
contain the menu assigned for each meal in a week or a month
ACTIVITIES
A WEEK MEAL PLAN FORM
MEALS SUN MON TUE WED THUR FRI SAT
Breakfast
Snack
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Lunch
Snack
Dinner
Snack
BASIC COMPONENTS
MEALS MENU
Fruit
BREAKFAST Main dish or Protein dish
Bread or Cereal
Beverage
Appetizer
Soup
Salad
DINNER Main dish or Protein dish &
Side dish
Dessert
Beverage
LEARNING INSIGHTS
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POST-TEST
3. It includes the general listing of menu chosen for particular meals designed for a
week or a month.
a. Planning meal preparation b. organizing meal preparation
c. controlling meal preparation d. evaluating meal preparation
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5. It is a menu-planning tool used to develop menus for a specific age group.
a. meal plan form b. meal component c. meal pattern d. Menu
6. It is a name list of food dishes assigned in a specific meal or several meals based
on the complete meal components.
a. meal plan form b. meal component c. meal pattern d. Menu
7. It is a table that contains the menu assigned for each meal in a week or a month.
a. meal plan form b. meal component c. meal pattern d. Menu
9. It contains a name list of appetizer, soup, salad, main dish with side dish, dessert,
beverages, and snacks.
b. menu card b. sensory evaluation c. meal planner d. market list
10. It is a scientific discipline that analyses and measures human responses to the
composition of food and drink, ex: appearance, touch, odor, texture, temperature
and taste.
a. menu card b. sensory evaluation c. meal planner d. market list
CHAPTER 2
MENU PLANNING
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DURATION: 8 HOURS
INTRODUCTION
LEARNING OUTCOMES
LO 1. Identify Menu
LO 2. Discriminate different type of Menu
LO 3. Execute the Guidelines in designing and writing a menu
PRE-TEST
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d. Selective menu
5. A food menu that changes on a daily basis based on the seasonality of food.
a. Tourist menu
b. Prix-Fixe menu
c. Du Juor menu
d. Selective menu
6. Offers menu of a particular meal of the day or occasion as pre-determined by
food establishment.
a. Cycle Menu
b. Fixed menu
c. Set menu
d. Static menus
7. Offers choices of foods usually displayed in noticeable places for tourists
visual convenience.
a. Tourist menu
b. Prix-Fixe menu
c. Du Juor menu
d. Selective menu
8. Is a food menu with dishes separately priced.
a. Cycle Menu
b. Fixed menu
c. Ala Carte menu
d. Static menus
9. Offers limited sets of dishes for certain meal at a fixed price.
a. Cycle menu
b. Ala Carte
c. Table d’Hote
d. Cycle menu
10. Food menu with a list of different menus per meal for each day in a week.
a. Cycle menu
b. Ala Carte
c. Table d’Hote
d. Prix - Fixe menu
DISCUSSION
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Menu- is a name list of food dishes assigned in a specific meal or several Meals
based on the complete meal components
Menu card- contains a name list of appetizer, soups, salads, main dishes, desserts,
beverages, and snacks
Designing the Menu Cover- is a tangible item that stimulates through feel, script
and color. It reflects the personality of the restaurant It entertains and educate the
customer It also reflects the mood and identity of the restaurant It advertise the
cuisine a chef can prepare
Formats- is the way the copy is presented based on the amount of printed material
to be included Use of spaces- it is possible that there is additional space to fill
Menu Language- is the principal way in which the food service operation, including
the chef, communicates with the consumer.
Menu Costing and Pricing- Items selected on the menu must be within the budget
of the target market - The controller and the chef do the costing - The chef primarily
concerns himself with the food cost - He ascertains the portion size, which is fair to a
balance meal.
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LEARNING INSIGHTS
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POST-TEST
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3. Offers choices of beverage and desserts for a set of entree under a fixed
price.
a. Tourist menu
b. Prix-Fixe menu
c. Du Juor menu
d. Selective menu
4. A food menu offers several course for one fixed price.
a. Tourist menu
b. Prix-Fixe menu
c. Du Juor menu
d. Selective menu
5. A food menu that changes on a daily basis based on the seasonality of food.
a. Tourist menu
b. Prix-Fixe menu
c. Du Juor menu
d. Selective menu
6. Offers menu of a particular meal of the day or occasion as pre-determined by
food establishment.
a. Cycle Menu
b. Fixed menu
c. Set menu
d. Static menus
7. Offers choices of foods usually displayed in noticeable places for tourists
visual convenience.
a. Tourist menu
b. Prix-Fixe menu
c. Du Juor menu
d. Selective menu
8. Is a food menu with dishes separately priced.
a. Cycle Menu
b. Fixed menu
c. Ala Carte Menu
d. Static menus
9. Offers limited sets of dishes for certain meal at a fixed price.
a. Cycle menu
b. Ala Carte
c. Table d’Hote
d. Cycle menu
10. Food menu with a list of different menus per meal for each day in a week.
a. Cycle menu
b. Ala Carte
c. Table d’Hote
d. Cycle menu
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CHAPTER 3
TABLE APPOINTMENTS
INTRODUCTION
Knowing the right tools and equipment to use in different service areas
is exceedingly fundamental thing to do. Learning how they are properly used and
maintain will help one staying away from unforeseen disaster and unwanted
humiliation. If one master the tools of the trade then one is expected to perform
responsibilities competently.
LEARNING OUTCOMES
PRE-TEST
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b. Dinnerware d. Hollow ware
DISCUSSION
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Table Appointments- refers to dining utensils including linens, flatware, dinnerware,
glassware, glassware and hollowware
A. Linens- includes table covering and napkin used in service
Table Cloth – material used to cover the entire table
Top Cloth - a smaller cloth placed on top of table cloth; it is used to give
design to the setup and to minimize laundering the large table cloths.
Silence Cloth –is a heavy pad of material underneath the table; to improve the
appearance of the table and to tone down the sounds created when plates,
serving dishes and flatware’s are laid on the table.
Table Runners – are long narrow strips of cloth used on bare tables; to add,
design, colour and accent to the table.
Placemats – are the most widely used table cover nowadays for practical
reason because of its small size; it can be easily washed and kept.
Napkins – vary in size and type of material used depending upon its use and
occasion.
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5. Pie Server –a short leaf shaped spatula with an elongated handle used for
serving cakes and pastries
C. GLASSWARE – is a term used for all types of glasses used for the purpose
of drinking a cold beverage.
4 TYPES OF GLASSWARE
a. Stem Glasses –these are available in different sizes and shapes. This makes
it convenient for the caterer as he can choose a glass of the size appropriate
to the drink served.
b. Footed Glasses –a glass with shorter stem than stem glasses. The stem is
almost close to the base.
c. Beer mug –thick glasses with a strong bottom and handle, suitable for
drinking beers, of which as much as one print can be served at one go.
d. Flat bottom glasses –suitable for long drinks to which water is added.
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7. Cup and saucer –this pair is used for coffee or tea or even soups for informal
meals; the saucer has an inner groove or ring to fit the bottom of the cup.
E. HOLLOW WARE – these refers to the table appointments with volume and
depth basically used for serving or for decorations
Examples of Hollow Ware:
Chafing dish –container for dishes arranged in the buffet table
Soup tureen –soup container used in formal dining
Salt and Pepper shaker –container for salt and pepper; holes for pepper
container should be smaller than the salt
Oval platter –used for dishing out the food unto the plate of the diner
Round Platter –used for cold appetizers in a buffet table
Ashtrays –hold ashes of cigarettes placed on table in smoking area
F. DINING SERVICE EQUIPMENT – refers to the tools and equipment that are
used in Food and beverage service, other than the table appointments.
Tray stand –is a portable folding stand that supports a large tray
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Gueridon or flambé trolley –is a four-wheeled cart with build in stove
and portable fuel source that is placed beside the dining table.
Room Service Trolley –is a four wheel cart used in carrying the foods.
Chafing Dish or food warmer –is a large container with lid and heat
source that keeps food warm.
Wine Bucket –is an open cylindrical vessel that holds crushed ice to
chill wines.
Wine holder or wine basket –is traditionally made of wooden or woven
basket that holds a red wine bottle while in a slanting and resting
position as preparation for decanting.
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c. Never put hot water in any glass or container that is not heat resistant.
3. Improper handling and Misuse of Equipment – Usingequipment for a
purpose other than what is intended for.
Among the malpractices that should be avoided are:
a. Scooping ice with a glass. Appropriate ice 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 glasses and stacking china
wares that are of 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 wares using the decoy system. This means china wares of the
same kind and size should be stacked together to make an even stocking.
Otherwise they become vulnerable to breakage.
c. Avoid overloading trays and bus pans.
d. Never stack dishes too high.
5. Inattentiveness or Absent-Mindedness – 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/waiters must:
a. See to it that the trays or bus pans are not overloaded.
b. The 3 S’s (Scrape, Stack and Segregate) in bussing are strictly followed.
c. Appropriate trays are used – a bar tray with a cork for bar items,
rectangular or oval tray for china wares, etc.
d. Trays are positioned such that it is well balanced, with heavy items placed
at the center.
e. Trays must be properly handled, with the palm, and not the fingers holding
the plate.
7. Environmental factors – presence of safety hazards that can cause
accidents.
a. Make sure that the floor is neither 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 spills on floors 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.
If possible, use a separate door for entry and for exit.
d. Check for other safety hazards and take corrective action to prevent
accidents.
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TABLE SETTING
This refers to the manner in which the table appointments and food are
arranged on the table for dining. It is usually influenced by the pattern of the meal
service to be used, the menu offered/ordered and the size of the table. Cover
refers to individuals place in the dining table, meaning it is the space allotted for
one diner, it is about 24 by 15 inches within which include the utensils to be used
for dining.
Techniques for Setting the Table
a. Set the table according to the menu requirement and desired table service.
b. Overhang of table cloth must be the same for all sides.
c. A set of salt and pepper shaker is allocated for every 4-5 cover.
d. Centerpieces are clean and fresh, and candles are replaced.
e. All flatwares are an inch away from the table edge, perpendicular and
according to the order in which they will be used, working outside toward the
center of the cover.
f. The forks are placed to the left of the cover with the tines pointing up, and the
knives are placed to the right of the cover with the cutting edge of the blade
turned toward the plate.
g. Spoons are laid with bowls up at the right of the knives.
h. The butter spreader may be placed in any of the following position, across the
top edge, across the right side, across the center.
i. Oyster and cocktail forks are placed at the extreme right of the cover, after the
spoons.
j. The butter spreader may be placed in any of the following position, across the
right side, across the center.
k. The bread and butter plate is placed at the left of the cover, directly above the
tines of the dinner fork.
l. The water glass/water goblet is placed at the right of the cover immediately
above the tip of the dinner knife. Other glassware are placed at the right of the
water glass either straight line or triangular position.
m. Sugar bowls and salt and pepper shakers are generally placed at the center
of the small table or on the side when tables are against the wall.
G. CENTERPIECE – also known as table decors; these are the finishing touches
essential to the overall appearance on the table. They should provide drama
and accent to the table set up. There should be colour harmony, balance, and
coordination with the table appointments used.
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Oval Flower Arrangement
Minimal Flower Arrangement
Lazy S or Hogarth Curve Flower Arrangement
Free Standing Flower Arrangement
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CANDLES AND CANDLELIGHT
1. Candles are pure decoration only and in creative table setting, are considered
as such. Candles are not used in any daylight setting.
2. Use candle holders to make the candles stand erect. Candles must be above
eye level.
LEARNING INSIGHTS
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PRE-TEST
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2. Known as Table decors
c. Linen c. Centerpiece
d. Dinnerware d. Hollow ware
CHAPTER 4
TABLE ETIQUETTE
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1. Table Manners
2. Table Etiquette
3. Service Etiquette
DURATION: 8 HOURS
INTRODUCTION
LEARNING OUTCOMES
LO 1. Execute table etiquette including good table manners and good eating habits.
LO 2. Actualize social graces and proper conduct in handling table appointments.
PRE-TEST
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3. It is the quality of speech, diplomacy and tact in words, and expression
including tone, volume, non-verbal, etc.
a. Verbal Projection c. Behavior
b. Physical Projection d. Manner
4. It is the practices and forms prescribed by social convention or by authority.
a. Manner c. Professionalism
b. Behavior d. Etiquette
5. It is a way of doing something or the way in which a thing is done or happens.
a. Conduct c. Behavior
b. Manner d. Etiquette
6. It is the way a person act, especially from the standpoint of morality and
ethics.
a. Conduct c. Behavior
b. Manner d. Etiquette
7. It is the actions or reactions of a person in response to external or internal
stimuli.
a. Conduct c. Behavior
b. Manner d. Etiquette
8. It is developing work schedules, setting priorities, and setting time for each.
a. Manner c. Listening Effectively
b. Manage time d. Conduct
9. It include taking a bath daily, brushing teeth regularly, keeping nails short and
constraining hair.
a. Listening Effectively c. Manage time
b. Professionalism d. Personal hygiene
10. It comprises giving of full attention, restating messages, and extending
listening span.
a. Listening Effectively c. Professionalism
b. Manage time d. Verbal Projection
DISCUSSION
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TOP TEN TABLE MANNERS
1. Chew with mouth closed.
2. Avoid slurping, smacking, blowing nose, or other gross noises. (if necessary,
excuse self to take care of whatever it is one need to take care of.)
3. Do not use one’s utensils like a shovel or as if one have just stabbed the food
one is about to eat.
4. Do not pick teeth at the table.
5. Remember to use napkin at all times.
6. Wait until one is done chewing, sip or swallow a drink. (The exception is if one
is choking.)
7. Cut only one piece food at a time.
8. Avoid slouching and do not place elbows on the table while eating (though it is
okay to prop one’s elbows on the table while conversing between courses.)
9. Instead of reaching across the table for something, ask for it to be passed.
10. Always say ‘excuse me’ whenever one leaves the table.
SERVER’S ETIQUETTE
1. Remember that guests can see you whenever you are in the room – be
courteous, efficient, and quiet.
2. Maintain good posture – and never slouch, lean, or slump.
3. While in the room, smile, and when appropriate, acknowledge guests through
brief eye contact.
4. All associates shall remain on the floor while guests are around.
5. Each server should constantly monitor his/her station, refilling water glasses,
and serving fresh coffee or tea.
6. Do not neglect a guest request just because the guest is not in your area. If
he/she makes a request directly to you, take care of it personally and quickly,
if possible.
7. In resolving guest complaints, listen and empathize. Listening is the most
important component of the communication process. Having empathy is being
aware of and sensitive to the emotions of others. Apologize and commit to
solving the problem. Accept responsibility for the problem’s solution. If you are
unable to do so, bring in to the attention of the captain or manager. If the
complaints regard a meal, remove the plate and replace it. Identify a mutually
acceptable solution.
Check back and follow up.
Statements showing empathy:
“I think I know how you feel.”
“I understand what is upsetting you and I am glad you told me.”
8. When the guest leaves the table, take napkin and fold it neatly. Set napkin
back on table. Attend to the place setting as needed. Reposition the chair.
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Place the plate in the center of the setting with the soup bowl in the
plate’s exact center.
The dinner fork is on the left side, with the salad fork next to it, then
the fish fork followed by a neatly – folded napkin.
Place the server knife/dinner knife on the right side, then the fish knife
and soup spoon. Immediately above the plate lies the cake fork with
the dessert spoon above it.
The bread and butter plate sets above and centered on the forks.
Place the water glass, white wine glass and red wine glass in
descending order on a 45 degree angle to right of the table service.
Every piece must be the same geometric distance apart and in-line
with one another.
The coffee cup and saucer are placed on the right of the soup spoon.
Lay the coffee spoon on the right of the saucer.
2. Beverage Service
Beverage service is offered to guests during the course of the
banquet.
The server uses the right hand to serve the beverage with the open
palm facing the guest.
The back of the hand is never exposed to the guest.
Table service is first extended to the guest of honor, then the ladies at
the table, beginning with the eldest to the youngest.
Serve the most senior of the gentlemen, depending upon age or
statues. The host is served last.
The guest of honor should be served first, followed by the ladies at the
table, oldest to youngest. The gentlemen at the table should then be
served, beginning with the most senior member of the party. Finally,
the host of the event should be served.
The server is prepared to pour all the beverages at the table at one
time, never leaving one person’s glass waiting after filling that of
another.
It is considered rude to fill half a table’s water glasses and return to
provide refreshment for the rest of the table.
3. Food Service
All food, appetizers, salads, entrees and desserts should be served
from the guest’s left-hand side.
All food is served from the left-hand side of the guest, with the servers
palm facing the guest, while never showing the guest the back of the
hand.
Serve the guest of honor, the ladies in descending order of age, the
eldest or most senior of the gentlemen, and the host served last.
Serve each course to all the guests at one table at the same time,
beginning with the guest of honor, then go to the next table.
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If possible, serve all courses to all tables at one time.
Set special choices of entree or dietary request at the table before the
service begins.
Last-minute substitutions are provided immediately.
The server should use her left hand, palm toward the guest, serving in
the same order as beverages were, with the host served last.
Ideally, all courses should be served to all guests in one trip. If this is
not possible, then guests at each table, beginning with the guest of
honor’s table, should be served before food is delivered to the next
table.
Entree selection or the guests’ choice of a main course and special
dietary restrictions are generally placed before service begins.
If a guest makes the server aware of any changes or restrictions at the
table, the server should provide a substitution right away.
4. Clearing
Dishes should be cleared as soon as, but not before, everyone at the
table has finished the course.
Dishes and used silverware should be cleared from the right-hand side
of the guest, with the server using his right hand, and not reaching
across the guest or table while clearing.
Unused place settings and glassware should also be removed at this
time.
Once all tables are cleared, it is time to “mise en place” or provides
utensils for the next course.
The server clears each course of dishes, including those not used,
when the last guest at that table is done with that course.
The server uses the right hand to remove the dishes, silverware and
glasses from the right side of the guest.
The server should not reach in front of or across the guest when
clearing the table.
All crumbs are swept from the table and necessary utensils are
provided in preparation for the next course.
5. Invisible Service
An ideal banquet server is always available, but barely noticed. To this
end, professional appearance, posture and behaviour goes a long way
toward allowing the hosts to truly impress their guests.
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5. Always remember the chronological order of the operational process of the
food service establishment.
6. Practice what one have learned from training and experiences inside and
outside a workplace.
7. Solicit colleague/supervisor to comment on one’s work.
Listening Well
1. Enhance listening capacity.
2. Take time to listen.
3. Give full attention.
4. Reaffirm the message.
5. Do not make a big deal to delivery.
6. Do not forged attention.
7. Listen watchfully.
8. Do not dominate.
9. Acclimatize thought with swiftness.
Personal Hygiene:
1. Bathe every day. Apply shampoo and bath soap.
2. Brush teeth regularly, ideally, every after meal.
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3. Men should have clean-cut hair. Hair must not touch ears.
Ladies must confine hair with hair clip/band. No loose hairs.
4. Regularly apply deodorant to avoid body odor.
5. Keep nails well-trimmed, clean, and no nail polishes.
6. Men should regularly shave beards and moustaches.
7. No noticeable tattoos both for male and female food service attendant.
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2. Be informed by attending daily brief orientation to know the specialty for
the day, promotions, available and out-of-stock items, and time of
preparation for each food item.
3. Be familiar with the structure of the food establishment, the location of
each room, fire exit, cashier, kitchen, stock room, storage area, pantry
area, etc.
4. Be familiar with the tools/equipment for room service.
5. Maintain good grooming and proper hygiene.
6. Establish good rapport with your guests and your colleagues.
7. Take and process guest room food and beverage orders.
LEARNING INSIGHTS
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PRE-TEST
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Encircle the correct answer:
1. It is the conduct, aims, or qualities that characterize or mark a profession or
professional persons.
c. Manner c. Professionalism
d. Behavior d. Etiquette
2. It is the appearance, poise, posture and body language.
c. Verbal Projection c. Behavior
d. Physical Projection d. Manner
3. It is the quality of speech, diplomacy and tact in words, and expression
including tone, volume, non-verbal, etc.
c. Verbal Projection c. Behavior
d. Physical Projection d. Manner
4. It is the practices and forms prescribed by social convention or by authority.
c. Manner c. Professionalism
d. Behavior d. Etiquette
5. It is a way of doing something or the way in which a thing is done or happens.
c. Conduct c. Behavior
d. Manner d. Etiquette
6. It is the way a person act, especially from the standpoint of morality and
ethics.
c. Conduct c. Behavior
d. Manner d. Etiquette
7. It is the actions or reactions of a person in response to external or internal
stimuli.
c. Conduct c. Behavior
d. Manner d. Etiquette
8. It is developing work schedules, setting priorities, and setting time for each.
c. Manner c. Listening Effectively
d. Manage time d. Conduct
9. It include taking a bath daily, brushing teeth regularly, keeping nails short and
constraining hair.
c. Listening Effectively c. Manage time
d. Professionalism d. Personal hygiene
10. It comprises giving of full attention, restating messages, and extending
listening span.
b. Listening Effectively c. Professionalism
c. Manage time d. Verbal Projection
CHAPTER 5
FOOD SERVICE MANAGEMENT
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1. Responsibilities of the Food
and Beverage Department
2. Job Description of Food and
Beverage Service Personnel
DURATION: 8 HOURS
LEARNING OUTCOMES
LO 1. Rank the job position and job description of food and beverage service
personnel
LO 2. Execute proper grooming and personal hygiene appropriate for a food and
beverage service personnel.
LO 3. Interpret the rules in service intelligently.
LO 4. Promote food and beverage products
PERFORMANCE
STANDARDS
1. The job position and job description of food and beverage service personnel
are ranked effectively.
2. Proper grooming and personal hygiene appropriate for a food and beverage
service personnel are being executed.
3. The rules in service intelligently are being interpreted.
4. Food and beverage products are promoted.
PRE TEST
1.Monitors movement in the outlet and reports to captain any unusual incident or
suspicious persons noted is one of the duties and responsibilities of
a.receptionist
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b. food and beverage service manager
c. captain waiter
d. headwaiter
2. Takes charge of storage of beverages and bar supplies is one of the basic
function of
a. head waiter
b. bar tender
c. bus boy
d. waiter
3. Fills and refills water goblet with water is one of the duties and responsibilities of
a. waiter
b. bar boy
c. bar tender
d. bus boy
4. Looks after the necessary preparations before the start of operation is one of the
basic duties and responsibilities of
a. busboy
b. waiter
c. head waiter
d. bar boy
5. Oversees the set-up of the outlet and/or function rooms and ensures that client is
one of the duties and responsibilities of
a. head waiter
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b. captain waiter
c. receptionist
6. Conducts regular briefing and inspection among his staff before the start of
operations is one of the basic functions of
a. outlet supervisor
b. captain waiter
d. waiter
7. Prepares sales forecast based on sales history and market trends is one of the
duties and responsibilities of
a. headwaiter
b. captain waiter
c. outlet supervisor
8. Prepares staff schedule, side duties, and assignments is one of the duties and
responsibilities of
a. captain waiter
c. headwaiter
d. waiter
9. Performs other related duties as maybe assigned by superior trends is one of the
duties and responsibilities of
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a. bus boy
b. waiter
c. head waiter
d. captain waiter
10. Oversees the set-up and delivery of service in his/her assigned station is the
basic function of
a. headwaiter
b.captain waiter
c. bus boy
d. waiter
DISCUSSION
38
ORGANIZATION OF THE FOOD AND BEVERAGE DEPARTMENT
Food and beverage services between hotels, restaurants and, food outlets are
operated by the Food and Beverage Service Department, under the Food and
Beverage Manager's responsibility.
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Supervises the documentation of consumption of supplies and materials,
notes down and analyzes variances against budget, takes corrective action on
excessive consumption.
Keeps record of critical incidents in all dining outlets, analyzes problems and,
takes remedial action.
Calls for and presides over operational meetings with outlet supervisors to
discuss and resolve operational problems.
Establishes/reviews existing policies and procedures on service and
operations and recommends changes or new policies necessary to improve
the processes.
Prepares work schedule for key personnel, delegates side duties and special
assignmentsto them.
Conducts job orientation to new employees
Closely coordinates with the Chef regarding new menus, slow- moving items,
out of stock items, problems and complaints on food as well as client
requirements for banquet functions.
Supervises the inventory of stocks and equipment, investigates causes of
variances, losses and, damages.
Prepares and submits to superior the following monthly report
Sales Report
Consumption Report
Inventory/Losses Report
Critical Incidents Report – noted problems, complaints, etc.
Other Reports and Documents required by the management
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Conduct regular briefing and inspection among his staff before the start of
operations.
Monitoring efficiency and regular practices and keeping with current house
codes.
Receives, welcomes and entertains clients, attends to their wishes, inquiries
and grievances.
Prepare a staff schedule, side duties, and tasks schedule.
Conducts weekly meetings with its employees to discuss / resolve issues.
Supervises the protection and inventory of equipment, tools and materials.
Assist in receiving and serving orders whenever necessary
He performs such similar duties as may be assigned to him by his superior.
CAPTAIN WAITER
Essential Function: Oversees the set-up and delivery of service in his/her
assigned station.
Duties and Responsibilities:
Conducts daily briefing and, an inspection of grooming among his staff
Supervises mis-en-place preparation; checks availability of stocks.
Oversees the set-up of the outlet and/or function rooms and ensures that
client requirements are properly installed and provided
Monitors the delivery of service as well as the clearing of tables and function
rooms.
Assists in taking orders and service during peak hours.
Supervises daily inventory and submits inventory to superior.
Attends to the settlement of bill for banquet functions
Ensures that the guests were satisfied, asks feedback from them regarding
the service and food, attends to their needs and concerns.
Conducts interviews among erring personnel, prepares misconduct behavior
as needed.
Trains and coaches’ staff regarding service procedures
Performs other duties as maybe assigned by his superior.
RECEPTIONIST
Basic Function: Welcomes and greet customers at the entrance and escorts them
to their tables.
Duties and Responsibilities:
Receives guests, welcomes and greets them and escorts them to their
assigned and chosen tables.
Attends to reservations and inquiries over the phone and disseminates to all
concerned officers the details of reservations.
Maintains and fills logbooks/reservation book with the necessary information
and keeps all reservation signs in place.
Assist in maintaining order and cleanliness of the outlet
Assists the guests in settling checks.
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Closely monitor movement in the outlet and reports to the captain of any
suspicious occurrence or suspected individual.
WAITER
Basic Function:Taking and serving food and beverage order according to
prescribed standards of service.
BUSBOY
Essential Function: Dining room helper and runner.
Duties and Responsibilities:
Assisting the waiters in mis-en-place preparation and table set-up
Serves bread and butter, coffee and tea
Placing orders to the kitchen and picks up prepared orders.
Clears table of soiled dishes, dirt and, mess
Changes soiled ashtray.
Fills and refills water goblet with water.
Do other errands in the dining room
Do other related duties as maybe assigned by superior
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BARTENDER
Basic Function: Preparing /mixing alcoholic and non-alcoholic beverages according
to prescribed standards.
Duties and Responsibilities:
Prepares or mixes drink following standard recipes.
Sets-up the bar.
Takes charge of the storage of beverages and bar supplies
Makes report on beverage sales and spoilage
Takes of inventory of beverage consumption as well as of losses
Sees to it that the bar is well-arranged, clean, and well maintained.
Attending to customer needs, requests and, complaints at the bar counter
Pushing the sale of wines and other beverage items
Checks the availability of bar stocks and makes requisition when needed.
Serves drinks from the bar counter
Do other related duties as maybe assigned by superior.
BAR BOY
Basic Function: Act as runner and helper in the bar.
Duties and Responsibilities:
Assists in the bartender in mis-en-place preparation and bar set up.
Looks after the upkeep of the bar area
Assists in clearing soiled glasses, empty bottles, other bar items
May assist in serving drinks to guests.
May assist bartender in mixing and preparing drinks.
Assists in the storage and safekeeping of bar stocks and supplies.
Performs errand functions for the bar
Performs other duties as assigned by superior.
GENERAL OVERLOOK
The perfect exterior look of permanent contact with clientele is one of the reasons
for success.
o Personal Hygiene
Remember to shower regularly
Do shave very neatly
Watch the size of your hair and its cleanliness, comb it regularly.
Take good care of your hands, remember they are on the frontline. Always
keep your nails cut short and keep them clean.
And you girls, avoid using strong perfumes, extravagant make-up, and nail
polish.
Provide a hanky in case of sweat.
o The Way You Dress
You have nice uniforms, wear them with dignity and, take good care of them.
While not on duty, treat them properly, hang them in your locker.
Watch your shoes, keep them shiny and polish.
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YOUR ATTITUDE TOWARDS
THE CLIENT
o Do study your attitude towards the client. Their reaction to you, good or bad,
depending on the case, ease or complicate your service.
o An important rule: In any circumstances, you have to keep pleasant and
smiling and keep your self-control
o Be full of attention, react when he needs you, keep an eye on the table and,
see if nothing he might ask is missing.
o Do not feel uneasy or be shy; there is no reason for it.
o If the client is very disagreeable with you, do not answer back; keep calm. A
client is always right if you think the contrary.
o Never interrupt a conversation unless you are allowed. Never interrupt a
client while he is talking.
o If question is asked for you, answer with much politeness.
o Always excuse yourself when you have been clumsy.
YOUR WORK
o Your work is the way you make your living so, be considerate with it and
observe these rules.
o Never smoke in the food preparation area neither in the client places.
o Do not chew gum and never eat everywhere but in your staff cafeteria during
arranged meal time.
o Always come on duty early and regularly, Do not drink spirits during working
hours.
o Be careful of the time; nobody is supposed to wait for you.
o Take care of the equipment big or small; remember they are your working
tools.
o Do not work for pleasure; handle with care and attention.
YOUR COLLEAGUES
o Be always pleasant and helpful with your department colleagues and the ones
from the other entire department. Remember it is a nice way to go around in
life and, it is also the most excellent way to have friends when you need them.
o Do not scream and shout and do not fight. There are plenty of peaceful ways
of settling a disagreement.
POST TEST
44
Encircle the correct answer:
1. 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.
a. Food and Service Beverage Manager
b. Bar boy
c. Bartender
d. Waiter
2. Oversees food and beverage operations in his assigned outlet; ensures that
service is carried out in accordance with prescribed standards and policies.
a. Food and Service Beverage Manager
b. Bar boy
c. Bartender
d. Head Waiter
4. Welcomes and greets customers at the entrance and escorts them to their
tables.
a. Food and Service Beverage Manager
b. Receptionist
c. Bartender
d. Head Waiter
5. Takes and serves food and beverage order according to prescribed standards
of service.
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7. Prepares/mixes alcoholic and non-alcoholic beverages according to
prescribed standards.
10. Receives guests, welcomes and greets them and escorts them to their
assigned and chosen tables.
CHAPTER 6
STYLES OF TABLE SERVICE
DURATION: 8 HOURS
LEARNING OUTCOMES
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LO 1. Describe the following styles of table service
LO 2. Execute the table appointments according to the different styles of table
service.
LO 3. Differentiate American Service, Russian Service and French Service through
actual demonstration.
PERFORMANCE
STANDARDS
PRE TEST
1.This type of service is also self-service. Foods are classified and arranged in
sequence- from colds, to hot dishes and desserts.
2.. This is a method of serving private dining room or restaurant food in which a
waiter or waitress serves each guest from a large dish, starting with the host or
hostess (or a guest of honor, if any) at the head of the table. This type of service is
also known as "family style" service.
3.It guarantees equal portioning of food because the foods served are pre-portioned
and pre-cut. It is preferred over plate service when there are no heaters for individual
plates.
a. French Service c. English Service
b. Russian Service d. American Service
4.This is a type of buffet service wherein bite-sized foods are served easily and
easily handled with the fingers. Flatware consists of fork & small plate
a.Brunch buffet c. Fork buffet
b.Seasonal buffet d.Display buffet
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5. The platters of foods are prepared in the kitchen. Servers then take the platters to
the tables of guests. The server, using two large silver forks in his or her serving
hand places the food on the guests’ plates.
6. This type of service is usually found in coffee shops, family restaurants, counter
service, etc.
7. The food is already arranged in individual plates at the kitchen, ready to be served
to guests. It is usually done for a la carte orders, good for one serving.
8. The foods in this type of service are pre-packed and displayed in a counter.
9. It is very elegant and entertaining but takes a lot of time. Then the preparation is
completed in a Gueridon at the side of guest’s table, usually with some
showmanship done by a chef.
10.This service is used occasionally for a special dinner serve in a private dining
room of a restaurant.
DISCUSSION
48
Table Service may take place in food outlets like restaurants, function rooms for
banquet functions or in a guestroom if it involves room service. Whatever is the
venue, service must be executed in accordance with professional standards and with
graciousness and courtesy.
For an efficient table service, all needed supplies and materials (mis-en-place
requirements) must be ready and complete. The service station must be equipped
with complete par stock-china wares, utensils, linen, hollowware, etc. It is the duty of
the captain to check the availability, cleanliness, and condition of all required stocks
and supplies. He should initiate requisition of supplies when necessary.
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, in good 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 instructions, after which the captain or
headwaiter shall inspect their grooming, insuring that everyone complies with the
grooming standards. This must be done at least 30 minutes before opening of the
outlet or the scheduled function. The briefing is designed to familiarize service
personnel with some important information like:
After the briefing, the captain shall announce the waiters side duties and table
appointments. After all these preparations, service is now ready and the waiters
must position themselves in their respective area and table assignments.
In general, there are two types of table services, seated and self- service
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No style of service is better than any other. Each style of service meets the specific
need and demands of individual circumstances."
1.SEATED SERVICE
American service
Russian Service
French Service
English Service
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The cost of equipment is low.
Service is extremely fast.
Less dining room space is required for each guest.
More guests can be accommodated.
Menu prices can be cheaper than in other services.
Quality control can be excellent.
Advantages:
It is a fast and simple service.
It is inexpensive. One waiter or waitress can serve many
guests and no special service equipment is necessary.
It’s highly trained technical staff that demands
for higher pay.
Disadvantages:
Less showmanship
Reduced personalized attention
Features:
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It is very formal and elegant.
The guest is given considerable personal attention.
Only one waiter is needed to serve the meal.
The food is prepared and pre-cut in the kitchen.
Soup is sometimes served from a soup tureen.
The hot plates are set in before the guest from the right side of the guest to
the waiter’s right hand.
Advantages:
Compared to French service, less staff is needed.
It is very elegant and entertaining.
It is a fast service.
It guarantees equal portion because they are pre-cut from the kitchen.
It gives the guest personal attention.
Disadvantages
It requires a big initial investment on platters and silver equipment.
c.FRENCH SERVICE –, or service à la Françoise, is a style of service in which food
is prepared and/or served by waiters table-side. The food is partially prepared and
pre-cut at the kitchen. Then the preparation is completed in a Gueridon at the side of
guest’s table, usually with some showmanship. This is usually done by a chef
(known as Commis de rang) or a headwaiter in his absence.
Features:
Advantages:
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The guest s given personalized attention making him feel
important.
It makes the guest feel that he is receiving a royal treatment.
The service is elegant and entertaining.
It commands higher price than other forms of service (pay for
the service).
Disadvantages:
It is a slow service.
It is expensive because it requires large professional staff.
It requires a bigger dining room space to make service and
food preparation convenient.
The food is prepared at the table side. A hot plate or reechoed are used in cooking
hot foods that is on a gueridon (small table). Salads, particularly Caesar Salad and
cold foods are arranged just on time at the gueridon. The servers put the finished
foods onto individual plates and serve them to the guests from the right. (This is the
only style of service where food is served from the right). Foods, such as desserts,
may already be prepared in advance. These are displayed on a cart; the cart is rolled
to tableside and guests are served after making their choices. This style is referred
only for small VIP groups.
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by a server after it has been placed in front of the guest like soup in bowl, salad
dressing, sauce on dessert, etc. – is part of this type of
service.
d.
ENGLISH SERVICE
This is a method of serving private dining room or restaurant food in which a waiter
or waitress serves each guest from a large dish, starting with the host or hostess (or
a guest of honor, if any) at the head of the table. This type of service is also called
"family style" service. The waiter puts the plate individually to the guests. This type of
service is usually found in coffee shops, family restaurants, counter service, etc.
Features
Food is served from the left of the diner.
Foods are served to the diner from platters, and not plated from the kitchen.
The guest seated to the host's right is served first, usually a female guest.
Service continues clockwise.
Plates are cleared from the right, glasses from the right; again, by starting
with the guest to the host's right.
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Glasses are stacked in a diagonal to the right and away, with wine (by
course) in order and then water glass in front.
Advantages:
It is serves fast. Food are served immediately at the proper
temperature.
It is inexpensive.
3. It requires no special equipment.
Disadvantages:
Less showmanship.
Reduced personalized attention to the customer.
2. SELF-SERVICE
BUFFET SERVICE – This is self-service style requires the guests to line up to get
their food in a particular buffet table. The foods in the buffet table are classified and
arranged in sequence- from colds, to hot dishes and desserts. Hot dishes are placed
in chafing dishes to keep them warm.
Features
Guests are invited to serve themselves and make their own choices of food at
the buffet table.
With buffet service, guests choose their meals from an attractive arrangement
of food on long serving tables
the diners may bring their own plate along the buffet line and may choose
their own food and can be given a portion by a server at each station.
The guests can serve themselves or are served by server standing behind the
buffet tables.
Advantages
Saves money.
Offers more variety of food choices. Unlike a sit-down dinner guests are
served a few pre-selected menus; a catered buffet lets them choose what
they want to eat. ...
Helps guests to socialize. ...
Allows guests to prompt the serving size. ...
Helps tackle guests with dietary restrictions.
Disadvantages:
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This service style can sometimes stressful if too many people go up to get
food at once.
You cannot control the amount of food to be taken by the guests. (too much
or too little food.
There is no portion-control implemented when the guests are filling their
plates, and it is hard to know how hungry each person will be.
The possible problem in using this type of service is the possibility of food
shortage and wastage as well.
Types of Buffet
2. Brunch buffet
Made of breakfast & lunch foods
Offers a variety of hot and cold food
Includes egg dish, fruits,breads,etc.
3.Fork buffet
Bite-sized food
Easily handled with the fingers
Flatware consists of fork & small plate
4.Display buffet
5.Occasion buffet
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Celebrates an occasion preferred by the restaurant or client.
Slightly different from occasion buffet
8.Seasonal buffet
Mark all the four seasons
Food offered-plentiful, readily available
9.International buffet
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. Service is made faster and waiting time is
reduced when all menu items are ready for service. Food is therefore prepared for
inventory rather than to order.
The difficulty in this type of service is that the items that constitute the basis of most
fast food’s menus suffer from deterioration in quality if not eaten quickly after
preparation. It is therefore important that the operator must be able to arrive at par
stock of items based on regular consumption to avoid spoilage and losses.
Counter Operations
This is the traditional snack bar plan. Patrons approach a counter where they
give their attendant to an attendant, who then assembles the items, fills the order
and receives payment. This service is very common among food chain like Jollibee,
Mc Donalds, etc.
This type of service is ideal for diners who go for fast service since they have very
limited time to eat their meals.
Cafeteria
The foods in this type of service are pre-packed and displayed in a counter.
Customers line up to assemble in their own orders in their respective trays. Hot items
are prepared for inventory through a window. In some countries, food is arranged for
pick up by the customers rather than counter attendants. In the Philippines,
customers simply identify their order and the counter attendant issues the order.
57
Payment will be settled through the cashier who is usually positioned at the end of
the counter.
POST TEST
1. It is very elegant and entertaining but takes a lot of time. Then the preparation is
completed in a Gueridon at the side of guest’s table, usually with some
showmanship done by a chef.
2 The food is already arranged in individual plates at the kitchen, ready to be served
to guests. It is usually done for a la carte orders, good for one serving.
3.This type of service is also self-service. Foods are classified and arranged in
sequence- from colds, to hot dishes and desserts.
4.This service is used occasionally for a special dinner serve in a private dining room
of a restaurant.
5.It guarantees equal portioning of food because the foods served are pre-portioned
and pre-cut. It is preferred over plate service when there are no heaters for individual
plates.
c. French Service c. English Service
d. Russian Service d. American Service
58
c. English service c. Tray Service
d. Buffet Service d. Banquet Service
7. The platters of foods are prepared in the kitchen. Servers then take the platters to
the tables of guests. The server, using two large silver forks in his or her serving
hand places the food on the guests’ plates.
8.This is a type of buffet service wherein bite-sized foods are served easily and
easily handled with the fingers .Flatware consists of fork & small plate
a.Brunch buffet c. Fork buffet
b.Seasonal buffet d.Display buffet
9. The foods in this type of service are pre-packed and displayed in a counter.
10. This type of service is usually found in coffee shops, family restaurants, counter
service, etc.
59
1. The art of serving Guests
2. Sequence of Table Serving
3. Rules in assembling and serving
orders
4. Bussing and Clearing the table
5. Setting Bill
60
1. Actualize proper way of answering inquiries for restaurant reservations through
telephone and walk-in reservations.
PRE – TEST
Direction: Read the following statement carefully, choose the letter of the correct
answer. Write your answer on the space provided and check the box under each
question. (2pts. Each)
61
Yes, I know the answer No, I am guessing
________ 8. When the guest cannot make up his mind as to what to order, give your
___________.
_________ 10. Never show the __________ on the plate when serving, not to touch
the sauce / meat.
__________ 11. In serving to your customer, place the heavy items in the
__________ of the tray to keep it balanced.
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__________ 12. Make sure that the bottom of the tray is ____________.
___________ 13. Brush the tables with clean __________ side towel whenever
necessary.
___________ 14. As a general rule, bus soiled dishes from the _________ side of
the guest.
LESSON PROPER
63
Good quality service is important to most business. Guest should be served
leaving happy. Be sure that the guest shall not forget you and the place you work.
He will come back and if he does not he will send some of his friends. This is how we
make business. Our goal is to take care of our client; we want him to come again
because we all need him. For this, we need good quality.
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HOW TO GREET AND SEAT THE GUEST
1. Greet the customer immediately with a smile and make an eye contact
2. Ascertain if a reservation has been made and the number in the party.
3. Escort the customers to the table and draw out chairs – ladies first.
4. Move the chair forward as customers seat themselves.
5. Take coats and other items from guests if appropriate.
6. Unfold table napkin and place over customers’ lap according to house policy
and style of establishment.
65
HOW TO BE A SALESPERSON
1. Look your best and smile
2. Know your product
3. Anticipate the customers’ needs
4. Tell the customer what is available
5. Suggest additional items
6. Repeat order to customers to check accuracy.
7. Thank customers and remove menus
8. Take order for wine (if applicable)
9. When customers have finished main course present menus again.
SELLING BY SUGGESTION:
To sell by suggestion, you must:
1. Know your products.
2. Know how to read your guest; be alert to their needs and wants.
3. Be considerate and tactful.
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CHECKING ON GUEST SATISFACTION:
1. Whenever clearing a dish from the table, the guest should be asked if his dish
was to his satisfaction.
2. Halfway through the main dish, the table should be approached to ensure that
everything is to the guest satisfaction.
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1. Familiarize yourself with the set-up in the dining area. Find out what tables are
available for 2, 3 or 4 people and what tables are prepared for guests who
made reservation in advance. You have to do this so that you don’t have to
ask the guest to wait while looking for a table.
2. Stay at the outlet entrance. Approach the guest, look at each one, and greet
them with a smile and say: “Good morning, Sir/Ma’am, may I suggest a table
for you?” Mention the name and title of the host if you know it.
3. If there is no available table, tactfully inform the guest and advise him to have
a drink at the Lobby Lounge. Graciously look at the host and say “I’m sorry,
Sir/ma’am, but we are fully booked at the moment/or until (mention time). Would
you care to have a drink of coffee at the lounge while waiting? I’ll call you as soon
as I have a table available for you”. Don’t Just say, Sorry, we’re fully booked.
You’ll be losing patronage once a table is vacated.
4. If the Guest had made reservation inform him that a table has already been
prepared for his party. Tell the host: We have prepared a nice table for your
party. Mr./Ms____. Lead his party to the table reserved for them and say: “This
way
Please”. Don’t ask the host if he has any reservation, he’ll feel he is not welcome
if no such reservation is made. Upon mention of the host’s name, you’re
expected to know that he is among those in your reservation list. You’re also
expected to know what table is reserved for them.
5. Lead the Guest toward the table. Walk a little ahead of them with your one
hand outstretched and pointing at the direction say: “This way please”. Never
say: “Just one?” or “Are you alone?”
6. Once a table is found the waiter or captain should assists in seating the
guest/s. pull the chair of the ladies unless escort advances to do so.
7. Once the table is found, ask them if the table is alright for them. Look at each
one and say, “Will these table be alright for you Sir/Ma’am?” (Do this before they
get seated) Elderly or handicapped persons will find it convenient to be seated
near the entrance or corners.
8. Turn over the guests to the waiter. If the waiter is still busy attending to other
guests say: “The waiter will be with you in a short while, Sir/Ma’am”. This will
make the guest feel that he is not being neglected.
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WHAT TO DO: HOW TO TAKE A FOOD ORDER
1. Approach table and stand beside host. Stand erect. Look at the gusts, smile,
greet them pleasantly, call them by name if you know them. Stand close
enough (but not too close) to be able to hear the guest. Your pleasant
expression when approaching the guest can generate the rapport you need to
win the guest.
Welcoming and greeting the guests.
Say: “Good Morning sir/ma’am, welcome to Italiannis Restaurant.”
Guests without reservations:
“May I suggest a table for you?” “How many are we expecting in the party
sir/ma’am?”
“Will this table be alright for you?”
Guests with reservations:
Say: “Good morning sir/ma’am, welcome to Italiannis Restaurant”. “Do you
have a reservation?”
“We have prepared a nice table for you. This way please.”
Escorting the guest. Waiters pulls the chair for the guest and assist her in
seating, Waiters assist the guest in unfolding the table napkin.
Say: “Ma’am, may I unfold your table napkin?”
Offering before dinner/lunch drinks.
“Mai I offer you a glass of refreshing drinks before your meal?”
2. Present the menu. Present the menu with the cover facing the guest, give
one for each, starting with the ladies. If the menu is a book type, present it
close with cover facing the guest. If it has only 2 pages, present it open.
Say: “May while I present the menu for your selection?” “May I leave you for a
while so you can choose from our selection?” “I’ll be right back to get your
order.”?
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If the guest cannot make his mind on what to order, give suggestions:
Say: “May I suggest some items? Would you go for meat or seafood?”
“Would you like to try our specialty of the house?” “It’s grilled seafood and
vegetables, I’m sure you will like it.”
3. Take the food order. Ask the guest if they are ready to order. Say: “May I take
your order now?” Take order beginning with the ladies, then move clockwise
till you get everyone’s order. Write order in an order slip to be transferred to
the guest check. If the item ordered is out of stock, inform the guests outright
and suggest an appropriate substitute. Making the guest wait for an item that
is not available can only irritate him. If there are children start with them
before the ladies. Stand at the right side of the guest. Be sure to have an
order pad and pen.
Ask the guest if they are ready to order.
“Ma’am, may I take your order now?” or “Ma’am, are you ready to order now?”
Take the order beginning with the ladies, then the gentlemen. If there is a
child present, begin with the child, then the lady, then the gentlemen.
Write down the order. Take efforts to sell a complete meal. Make suggestive
selling.
Pushing the sale of other items other than what is ordered will help your outlet
generate more revenue.
Remember: You are not just an order taker but also a salesman.
4. In the case of meat, ask how he wants it done, whether rare, well done,
etc..For eggs, whether poached, scrambled, etc..or salad, ask the desired
dressing. You do this to make sure the chef will be able to prepare the food
the way the customers wants it hereby, preventing possible complaints.
5. If the order takes time inform guest outright. Inform him the approximate
cooking time. Guests usually expect their order to be served immediately so
tell them outright how long they have to wait so they have to wait so they
would know what to expect.
6. Be a salesman. Push the sale of your menu. When the guest cannot make up
his mind as to what to order, give your suggestion.
7. Write all orders in pad to be transferred to the guest check. Use standard
abbreviations that can be understood by the cook. Do not forget to write the
table number and number or orders for each item and the manner or
preparation. This will help in preventing the embarrassing situation whereby a
wrong order is given to the guest.
8. Repeat the order to the Guest. As you repeat, mention the items ordered, and
manner of preparation as you say, “I repeat your order Sir/Ma’am,__..” Then
ask: “Did I get your order right, Sir/ma’am?” Repeating the order will help to
check whether you get the right order. Misunderstanding can be prevented
because mistakes can identified and corrected before the food is served.
9. Get the menu book. Say thank you as you leave the table.
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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 adults.
4. Serve food on the appropriate side of the guest.
5. Never reach/serve food in front or across 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 but must ask excuse. Ex:” Excuse me
sir/ma’am.”
6. Upon serving an order, mention the name of the dish.
Ex: “Your sizzling beef sir”.
7. Never show the thumb on the plate when serving so as not to touch the
sauce/meat.
8. When serving from platter (Russian Service), present food from the left, hold
the platter with the left hand and dish out the food using serving spoon and
fork with the right hand.
9. Use precautionary measures in carrying loaded trays.
a. Place heavy items on the center to keep it balanced.
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b. Let the tray rest on the shoulder with the palm of the hand supporting the
tray underneath. If it still off-balanced, use the other hand to support the
tray. Rest the elbow close to the hip when carrying a 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.
10. Always make an excuse when serving the dish and also in clearing soiled
dishes, Say: “Excuse me sir/ma’am”.
11. Never forget to check the presentation of the food before serving and see to it
that it conforms to standard presentation with the right portion and side 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.
12. Use side towel, not napkins, in picking up hot plates.
13. Fill coffee/tea pots ¾ full; creamers 2/3 full.
14. Combine orders whenever possible in one trip. For example: two soups for on
table, main dish for another table and desserts for the third table. This makes
way for faster service.
15. 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.
16. Never serve food and utensils that have fallen on the floor.
17. Never touch nor serve foods with bare hands. Use appropriate serving spoon
and fork.
18. Use separate spoon in dishing out different dishes to avoid blending of
flavours.
19. If ice cream dippers are used, rinse them before re-using to avoid blending of
flavours.
20. 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.
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1. To maintain the cleanliness of the table, soiled dishes should be immediately
removed. Ashtrays once soiled, even with just one cigarette butt should be
changed with clean ones following the 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.
Water glass are to be refilled once empty or almost empty.
3. Brush the tables with a clean, moist side towel whenever necessary. Take
care not to spill crumbs on the lap of the customers. Use a 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, may I take your plate now?” or “May I
clear the table now?”
5. As a general rule, bus soiled dishes from the right side of the guest.
6. When bussing, follow the standard procedure- the 3 S’s – SCRAPE, STACK,
and SEGREGATE.
SCRAPE left over foods and place them in one container
STACK together the china wares of the same kinds and size.
SEGREGATE chinaware from utensils and leftovers.
-all cutleries in one container
-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. Bus bottles and glasses separately from china wares.
9. Avoid overloading trays and bus pans.
10. Never bus 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 sir/ma’am”.
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PRESENTATION AND SETTLEMENT OF THE BILL
1. If there are no more orders, inform the cashier to close the order.
2. Review the bill first before presenting it to the guest.
3. Present the bill. Place it in a bill folder or tray with the amount face down.
4. Take payment from the guest. If cash is received, count the money in front of
the guest. Inform him outright of the amount received. Say: “Sir, you gave me
P 1,000.00.” or “Sir, I received P 1,000.00.”
If the bill will be settled by credit card, acknowledge the card received.
Say: “Sir, I received your visa card.” “I’ll be back for your receipt and
signature.”
5. Turn over the payment to the cashier. Wait for the change if any, place it on a
change tray and give it to the guest. Say thank you to the guest after giving
the change.
6. Bidding goodbye and thanking the guest. Thank the guests for their
patronage:
Say: “Thank you, sir/ma’am, we hope you enjoyed your meal. Do visit us
again.”
LEARNING INSIGHT
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___________________________________________________________________
___________________________________________________________________
__________________
POST TEST
DIRECTION: Read the statement carefully. Mark the following statements TRUE or
FALSE. Write the answer on the space provided before each number.
2 points each.
___________ 1. Scrape left over foods and place them in different container.
_________ 2. When everyone at the table finished eating the dish served, do not
remove all the soiled china wares, flat wares and glasses.
_________ 3. Use separate spoon in dishing out different dishes to avoid blending of
flavours.
_________ 4. You can still serve food and utensils that have fallen on the floor, just
make sure that no one is looking.
_________ 5. Bend the back, not your knees when picking up a tray and when
putting it down.
_________ 6. Upon serving an order do not mention the name of the dish let your
guest guess.
_________ 7. Serve the orders that are hot cold.
_________ 8. When your guest is having a hard time choosing never push the sale
of your menu.
_________ 9. Present the menu with the cover facing the guest. Give one for each,
starting with the gentlemen.
_________ 10. Familiarize yourself with the set-up of the dining area.
_________ 11. Know how to read your guest. Be alert to their needs and wants.
__________ 12. To be a good sales person, look your best and smile.
__________ 13. Always make sure that you are serving clean table appointments.
__________ 14. Do not describe your menu items, let your guest guess about your
product.
__________ 15. Greet the customer immediately with a sad face and do not make
an eye contact.
__________ 16. Escort the customers to the table and draw out chairs, gentlemen
first.
__________ 17. Be sure that the guest shall not forget you and the place you work.
__________ 18. The goal of the food industry is to take care of your client.
__________ 19. Ensure all glasses are clean and have no chips or crates.
__________ 20. Do not tell the customer what is available, make it a secret.
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1. Rules of service
2. Taking Room Service Order
3. Delivering or Room Service Orders
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Direction: Read the following statement carefully, choose the letter of the correct
answer. Write your answer on the space provided and check the box under each
question. (2pts. Each)
________ 1. Is a French culinary phrase which means putting in place or everything
in its place?
a. Mis place b. Mise en place c. Replaceable
Yes, I know the answer No, I am guessing
________ 2. In delivering the order in the room always ask for ______ before
entering the room.
a. Payment b. Name c. Permission
Yes, I know the answer No, I am guessing
________ 3. Take orders according to ______________.
a. Standard b. Preference c. Sequence
Yes, I know the answer No, I am guessing
________ 5. In delivering the orders knock at least ______ times and announce the
department you are representing.
a. Three b. Ten c. Five
Yes, I know the answer No, I am guessing
________ 6. In preparing the orders you should _______ down all the items /
equipment.
a. Remember b. List c. Guess
Yes, I know the answer No, I am guessing
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________ 7. In taking orders via phone always greet the guest ______________.
a. Courteously b. Demandingly c. Loudly
Yes, I know the answer No, I am guessing
________ 8. When taking the orderd always _____________ the orders.
a. Record b. Repeat c. Throw
Yes, I know the answer No, I am guessing
________ 9. In presenting the bill. Present bill in a ___________ with figures down.
a. Bill Basket b. Bill Cabinet c. Bill Tray
Yes, I know the answer No, I am guessing
________ 10. In room service, once you are inside the room leave the door
_______.
a. Close b. Lock c. Open
Yes, I know the answer No, I am guessing
LESSON PROPER
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RULES OF SERVICE
1. Double check the mis-en-place and the food/beverage order before they are
delivered to the guest. Make sure the tray or trolley has complete set-up, to
include:
Sidings, garnish and accomplishments
Cover for the food
Water with glass cover
Condiments
Napkin and other requirements
2. Knock gently or activate the buzzer when entering the room and announce
“Room Service”.
Never enter unless told to come in.
3. Ask permission to enter the room.
4. Serve all hot food on hot plates.
5. Hold equipment properly.
6. Offer to set-up and serve the food to the guest.
Say: “May I set up and serve the food for you sir/ma’am?”
7. Be generous in offering extra service like opening bottles, pouring water,
coffee, etc. Ask the guests if there is anything else he/she wants from you. “Is
there anything else I can do for you sir/ma’am?”
8. Never forget the bills. Thank the guest upon receiving payment and wish him
pleasant meal.
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5. Make suggestive selling. Suggest menu specialties.
6. Repeat the order. Mention the item ordered, the quantity and manner of
preparation.
7. Ask the guest how she will settle the bill. If the guest says cash, nicely ask
what denomination she will give so you can prepare change. If the guest will
charge it to credit card, put the guest on hold and call the Front desk to verify
if the guest is paying through credit card. Once verified, tell the guest you’ll
bring the receipt for his signature.
8. Mention what time the food will be delivered.
9. Thank the guest and start preparing the food.
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“If you’re ready to eat, shall I serve the food for you?”
“Shall I serve the coffee/tea?”
Before presenting the bill ask: “Is there anything else I can do for you?”
4. Present the bill. Present the bill in a bill folder with the figures down as you
say: “May I present the bill?”
5. Get the payment. If the guest wants to charge to his room, get his signature
but make sure he is authorized to sign.
6. Thank the guest and bid goodbye. Before leaving the room, ask the guest
when he wants soiled dishes to be cleared. Say: “Si/Ma’am, when do you
want me to come back to clear the soiled dishes?”
“When you’re ready please call us.”
Thank the guest and wish him a pleasant meal.
Say: “Thank you very much. Enjoy your meal and have a nice day.”
LEARNING INSIGHT
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POST TEST
Phone Conversation
Instruction: Perform the following steps.
1. Answering phone call/greeting the guest:
Pick up the phone immediately on the 1st/2nd ring
Make your voice happy
Greet the guest courteously
Ask for the guest name and used it for interaction
Ask for other information ( guest room, etc. )
2. Taking orders:
Take orders according to standard
Check and clarify details of orders with guest.
Suggest food/beverage to complete the service
Repeat the orders
3. Settling of bills:
Ask the method of payment/mode of payment
If cash, ask if there’s a need for change.
If card, check/clarify it with the front desk.
4. End the conversation politely.
Preparation of Orders
Instruction: Perform the following steps.
1. Set up trays/trolleys depending on meal function.
2. Prepare dining equipment, accessories to service based on items ordered.
3. Prepare control sheet.
4. List down all the items/equipment that will be to guest’s room.
5. Let the supervisor/captain waiter to check all the mise-en-place for service.
6. Let him/her sign the control sheet.
7. Double check everything before leaving the kitchen.
Delivery of Orders
Instruction: Perform the following steps.
1. Knock at least three times and announce the department you are
representing.
2. Once the door is opened, greet the guest, inform to whom the service is for.
3. Ask permission before entering the room.
4. Present room service meal to guest set up according to guest’s preference.
5. Ask for additional service.
6. Present bill to guest.
7. Acknowledge receipt of payment.
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8. Ask when will be the best time to clear soiled dishes.
9. Bid goodbye to guest.
Name: _______________________________________________
Date:_____________________
Course / Year and Section: _______ Time Started: __________
PERFORMANCE LEVEL
CRITERIA UNSATISFACTORY SATISFACTORY EXEMPLARY
1. Work Plan ( 10 ) Student does not Work plan includes Work plan
1 5 10 complete a work plan; most required includes all
work plan does not elements. required
include all required plan. elements.
2. Safety and Student does not follow Student follows Student follows
Sanitation safety and sanitation safety and sanitation safety and
Procedure ( 25 ) procedures; errors in procedures; errors in sanitation
5 15 25 procedure have a procedure do not procedures; there
negative effect on the affect the overall are no errors in
overall finished product. finished product. procedures.
4. Cooperation (15) Student does not work Student works well Student
5 10 15 well with other members with other members cooperates well
of the laboratory; does of the laboratory; with the other
not complete task complete task members of the
assigned in the work assigned in the work laboratory;
plan. plan. student
completes task
assigned to them
in the work plan
and assists
others when
needed; shows
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leadership skills.
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