Core 1

Prepare the Dining Room / Restaurant Area for Service

Restaurant - is a food outlet that serves food and beverage to dine-in customers.
- originated in Paris 1765

2 Categories in Food Service Industry

1. Commercial Establishments
- Includes the restaurant
2. Institutional Catering
- Includes Factories, School and Houses

3 Types of Dine-In Restaurants

1. Coffee Shop – A casual dining outlet that caters to people “on the go” such that most items
served are short orders.
2. Fine Dining – Restaurants are usually designed for the elite market and they serve special
dishes of superior quality, often with the elegance of wine service and sometimes table side
preparation and gueridon service.
3. Cafeterias, Student/ Industrial Canteen- are meant for people with low meal budget. It
serves value meals that are usually displayed in a fast food counter.

Restaurant Layout

1. Dining Area
- When a restaurant has a large seating capacity and serves voluminous orders. It
will be advisable to divide the dining area into stations. Each stations is installed
with 7 to 15 tables and about 30 – 50 seats
2. Bar Counter
- Restaurants serving drinks are advised to set up a bar counter where drink orders
are prepared.

3. Food Display Counter

- Restaurants serving buffet or fast foods or counter items usually set up a specific
place for food display

4. Dispatching Counter
- The food from the kitchen must be dispatched through a window counter so that
waiters need not go to the kitchen to pick up and assemble orders.
- A food dispatcher is assigned to handle the dispatching of orders.

5. Cashier’s Counter
- This is the area where the cashier is seated to attend to bill settlement.

6. Dishwashing Counter
- The dishwashing area is placed inside the kitchen. However there must be a
window counter where soiled dishes will be placed by waiters, without having to
enter the kitchen Washed, cleaned wares will also be picked up from this counter .
 7. Service Station or Side Stand
- This area is the place where preparations for service are undertaken . The station is
equipped with a sideboard or cabinet with drawers for placing the par stock of
supplies, cutleries, condiments and service equipment to be used for set up and
service.

8. Food Preparation Area

- The food area must be located at the back or adjacent to the dining area so that the
dispatching of orders will be faster and more efficient.

DINNING AREA BAR AREA

FOOD DISPLAY COUNTER CASHIER’S COUNTER

 DISHWASHING AREA SERVICE STATION

FOOD PREPARATION AREA

The 8 Areas to be checked before the commencement of service.

(1) Furniture – tables and chairs
(2) Wall hangings – pictures or displays
(3) Fixtures – light fittings and door knobs
(4) Plants – indoor plants and pots
(5) Glass – windows, panels and doors
(6) Floor – carpet and tiled areas
(7) Work stations – waiter’s sideboard
(8) Toilets – rest areas.

The Restaurant Brigade

The Dining area is managed or supervised by the Headwaiter, known in French term as Maitre d’
Hotel. His service brigade consist of a station head or a captain waiter, a receptionist. Waiters and
food attendants, cashier bartender or bar waiter and busboy.

Below is the typical productivity ratio used by large and medium-sized food establishments.

1 waiter/attendant for every 15 customers ( for American or Plate service)

1 waiter for every table of 10 – 12 customers ( for Russian service)
1 waiter for every 5 customer- (for French service with table side preparations )
1 waiter for every 20 – 25 customers ( for buffet service)
1 waiter for every 20 – 25 customers or 4-5 tables – for family or Lauriat service
 The organizational set up of the service brigade in a restaurant is illustrated as follows:

Food/Beverage Manager

Headwaiter-Maitre D

Station Head or Captain Waiter Bartender Outlet Cashier

Waiters Receptionist
Bar Boy

Counter Attendant
Food Attendant

Busboy

Job Duties of Service Personnel

A. Outlet Manager / Food / Beverage Manager

- Oversees food and beverage operations in his assigned outlet; ensures that service is
carried out in accordance with prescribed standards.
B. Captain Waiter or Station Head
- Oversees the set- up and delivery of service in his/her area.
C. Receptionist
- Assist in mis-en-place preparation , taking table reservation , welcome and greet
customers at the entrance and escort them to the tables.
D. Waiter
- Takes and serve food and beverage order according to prescribed standards of
service.
E. Busboy
- Assist the waiter and Dining room helper and runner
F. Bar Waiter or Bartender-Barista
- Prepares drink orders according to prescribed standards.
G. Outlet Cashier
- Prepares and attends to settlement of customer’s bill.
Mis-en-Place

The word “mis-en-place” is a French word term that means “everything in place”

Activities :

1. Pick Up and Cleaning of Equipment’s and Supplies

2. Wiping and Polishing Service Wares

Mis-en-scene

the French term means to prepare the environment of the outlet before service in order to make it
pleasant, comfortable, safe and hygienic. Before each service session, the restaurant should be made
presentable enough to receive the guests. The supervisor or team of waiters should ensure the
following mis-en-scene:

· Carpets are well brushed or hovered.

· All tables and chairs are serviceable.
· Table lights or wall lights have functioning bulbs.
· Menu cards are presentable and attractive.
· Tent carts or other sales material are presentable.
· Doors and windows are thrown open for some time to air the restaurant. This should be followed
by closing the windows and doors and setting the air-conditioning or heating to a comfortable
temperature.
· Exchange dirty linen for fresh linen.
· Table cloths and mats are laid on the tables.
· Replace wilted flowers with fresh flowers.

HOW TO WIPE CUTLERY

 Cutlery polishing process is a very important before arranges it on the table guests. This is because
the cutlery clean is a priority to guests who want to use the cutlery. By the way, before going to
wipe the cutlery, usable cloths not indiscriminate. I must NOT furry fabric because when wiped on
cutlery it must sticky fur on the wiped cutlery. In addition, of course, must be absorbent. Cutlery
when moistened with water should be clean and dry mop up. The cloth is wiping cloth fabric.
 Down here we are going to show the way how polishing cutlery. Let's take a look .
 HOW TO POLISH EQUIPMENT AND CUTLERY FLATWARE, GLASSWARE AND
CHINAWARE
 FLATWARE AND CUTTLERY

1. firstly put a hot water in the water pitcher.

2. then, soak all the cutleries in the water pitcher. like this! 

                          

3. then, take out all the cutleries after a few seconds and
wipe it all one by one. 
             

4. lastly, put the clean cutleries on a clean plate / tray. 

 CHINAWARE

1. put the hot water in water pitcher.

2. pour some hot water on the plate. like this !

3. then,wipe the plate until dry after pour the water back in the water pitcher.

 GLASSWARE

1. put the hot water in water pitcher.

2. without using hands, soak the goblet head without hit the water. hold the tail of the goblet
using wiping cloth.
3. cover the entire glass with wiping cloth to make sure that the inside of the Goblet quickly
filled with steam,
4. then, take the goblet out and wipe till dry.

TIPS
 Hot water are used to wipe all the equipment because hot water can kill the bacteria found
in dirty equipment.
 During the wiping process tools, hands cannot hold because of the cleanliness of equipment
and fingerprints will be attached to the equipment and this will cause the equipment dirty.
 During the polishing process Glassware, Glassware is not soaked up on the water, even
soaked and covered completely by wiping cloth, as this process requires only water vapor into the
glass. By closing the entire glass in a pot of hot water, steam will build up and will get into the glass.

Reservation Form

- Are important piece of documents which are used when a customer want to reserve
his/her table in the restaurant.
 Core 2

Welcome Guest and Take Food Orders

Welcoming the Guests

STEPS:

As soon as the guest enters the restaurant, acknowledge his presence by greeting “Good morning,
afternoon, etc.”
1. If possible, greet them by their name using prefixes like Mr., Mrs. Atty., etc. if you know
them.
2. Never use their first name.
3. If the guest is a repeat guest, say “I’m glad to see you again.” It is friendly.
4. Never say “I haven’t seen you for a long time.” It is nagging.

What are some special needs that must be addressed when welcoming a customer?
(1) Alternative easy access to their table because of a disability
(2) A high chair for infant
(3) Warming of a bottle for babies
(4)Appropriate food for those with special dietary needs as indicated in the reservations book
(5) Privacy for romantic couples, and business people to the best extent possible given other bookings
(6)Room on a table to spread out where business looks as if it is going to be conducted
(7) A table nears the door for someone with a walking stick.

Escorting the Guests

STEPS:

1. Usually the guest informs the receptionist about his reservations and upon
checking with the restaurant’s table layout, the guest will be escorted to his reserved table by
saying: “This way please.
2. If the guest has no reservation, receptionist should ask how many are they in the
party, and if she thinks there is still a vacant table to accommodate them, she should lead them
to that table.
3. When ushering guests to the table, walk ahead with suitable gait. Do not get too
far or they may sit in some empty spot you have not prepared for them.
4. If the receptionist is busy, the manager, headwaiter or captain can escort the
guests.

Seating the Guests

STEPS:

1. Avoid the use of four-seat table for one or two people unless there are no
other tables available and obviously no smaller table will be available soon.
2. Loud, noisy parties may be placed in private rooms or towards the back of
the dining room so that they will not disturb other guests.
3. Elderly or handicapped persons may wish to be near the entrance of the
rooms so they do not have to walk far.
4. Young couples like quiet corners and good views.
5. Well-dressed parties who are an asset to your restaurant may be placed at
center position.
6. On the other hand, should the guest requests for specific locations, try to
accommodate him.
7. In seating the guests where there are ladies in the party, seat them with the
best view.
8. Help the guests by pulling out their chair and pulling back when guests are
about to sit.

Technique in Unfolding Napkins

STEPS:

1. Pick up the napkin using the right hand from the right side of the guest.
2. Unfold the napkin from its fold into a triangle
3. Place it across the guest's lap with the longest side of the triangle closet to the guest
Move around the table opening the napkins, ladies first.

Offering and Serving aperitif drinks

STEPS:

1. Offer the beverage list or suggest a variety of the beverages available

2. Assist the guests in making their selections by explaining what is in the various cocktails and
what they look like
3. Record the orders in sequence around the table
4. Place the order in the bar
5. Arrange the drinks in sequence of service on a bar tray
6. Place a coaster on the table
7. Face the garnish of the drink to the 3 o’clock position
8. Inform the guest about the beverage name

Procedure in Serving Water

STEPS:

1. Position the water glass to the right of the wine glass above the table knife
2. Pour water from the guest's right side
3. Move around the table pouring the water, serving the host last
4. Continue to offer water throughout the meal as required

Procedure in Serving Bread

STEPS:

1. Place the butter next to the bread and butter plate

2. Use the left hand to carry the bread basket and use the right hand to carry serving fork and
serving spoon
3. Transfer the bread basket to the flat of the left hand
4. Serve from the guest’s left side
5. Hold the left hand ( with the bread basket) down over the edge of the side plate
6. Transfer the bread from the basket to the side plate using service gear
7. Move around the table, serving the host last

Presenting the Menu

In this session, you will learn how to present the menu. Also, you will learn to take orders and
suggest menu items to guests

STEPS:

1. Present menu to each guest, ladies first.

2. In operations with folded menus, the menus should be opened as they are offered to each guest.
3. Present the menu from the guest’s right side
4. Menu should be presented right side up, that is in a position to be read without turning them

“Ma’am/sir, I would like to present to you our menu for your selection, I will take your order whenever
you”re ready
Explaining the menu and taking the order

STEPS:

1. When the guests seem ready to order, stand near the table
2. Stand straight, with both feet on the floor
3. Offer and explain the house specialties and menu enthusiastically.
4. Answer the guests' questions honestly but without speaking badly of any dish on the menu
5. Make suggestions and offer alternatives
6. Ask for the order. Address ladies before gentlemen, unless there is an obvious host who may be
ordering for the table
7. Hold the order-taking pad in your left hand.
8. Stand to the right of the person whose order is being taken
9. Be quick, yet courteous
10. Maintain a conversational tone even if its busy and noisy. Don’t shout and dont ask guests to
shout their order
11. Repeat the guest order accurately
12. Always smile and be attentive

What are the activities associated with presenting menus and drink lists? How do you present the
menu?
(1) Ensure there are adequate menus for everyone to read
(2) Provide menus suitable for the customers.
(3) If there are limited menus, you may request that customers share them until others become available
(4) Distribute menus to the guests from their right-hand side
(5) Leave the wine list with the host or place in the center of the table
(6) Ask customers if they would like any starters, if applicable and according to available menu items
 (7) Serve any complimentary starters if appropriate
(8) Point of direct customers to other menus that may be applicable. You may tell customers you will be
back in a minute to discuss the menu.

Completing Table Set Up

STEPS:

1. Prepare the cutlery for each guest on a service plate

2. Start with the guest whose order was taken first, move around the table to correct the covers
3. Set up the knife section of the first guest and the fork section of the next guest by standing
between them to prevent the need to lean across the front of the guest
4. Guests use the outer cutlery for their first courses and move inwards for each succeeding course.
5. Pick up the cutlery, holding it between the thumb and index finger at the neck or join between the
handle and the top of the appropriate cutlery. This will ensure that no fingerprints can be seen on the
cutlery after it has been placed

What is the process for adjusting cutlery?

(1) Identify what needs to be removed from each cover

(2) Identify what needs to be added to each cover
(3) Obtain the necessary items
(4) Load them onto a clothed service plate
(5) Carry the clothed plate with all the required items to the table
(6)On arrival at the table, begin adjusting the items by starting at the Number One guest, working
clockwise around the table
(7) Always handle cutlery by the handles

Serving the Order

To provide a prompt and efficient service, observe the following:

1. Always serve the ladies first or the children first.

2. Mention or show the dish or drink to the guest before placing it down in front of them. Say,”
Your hamburger steak, Mam,” etc.
3. Serve and pour all beverages from the right.
4. Fill glass 2/3 full on the table.
5. Never fill the glass to full
6. As to what side you serve the dish, remove also the empty plate on the same side.
7. Never reach across the guest. If ever necessary, an apology should be made.
8. Always stand to the left of the guest you are serving.
9. Soiled dishes should be removed promptly.
10. Always have a clean napkin or clean dish towel draped over your left arm in readiness for an
emergency.
11. Never put back on the table dropped items like silverware, napkins and etc. Replace them with
fresh ones.
12. Always use a tray in bringing foods or beverage to the table or in taking dishes and utensils in the
kitchen or stewarding area.
13. Clean ashtrays continuously. Cover them when removing.
14. Never touch the rims of plates or dishes containing food or of cups and glasses containing
beverages. Be alert to the needs of guests, keeping their water glass full.

What is the 3 minute check?

When a meal has been served to the customer, it is important for service staff to revisit the table a few
minutes later to check that the meals are to the customer’s satisfaction.

What items can be replenished during the 3 minute check?

(1) Drinks
(2) Extra condiments
(3) Extra cutlery
(4) Extra crockery
(5) Extra glassware
(6) More serviettes
(7) A finger bowl
(8) A scrap bowl – depending on the menu item being served.

Guidelines in removing soiled plates and flatware

1. Be ready to do in the least possible time and in the most efficient manner your cleaning job.
2. Clean your cart and bus trays after each unloading. Never re-enter the dining room with the dirty
equipment. After each trip to the kitchen, make sure you have clean water and sponges in your own
supplies.
3. Dish cart should carry all the supplies and cleaning materials needed to clear tables. This may
include several plastic dish trays, sponges’ towel, hot soap, water and brushes.
4. Remove the glasses first when cleaning tables to minimize breakages. Never stack glassware on
the cart.
5. Used napkins, straws and other paper or plastic throwaways should be placed in the trash
container on the dish cart.
6. Use both hands and place silverware, handles ups in sterile cups on the cart. Do not place all one
type in a single cup.
7. Never stack cups too high. Stack cups and saucers near the center of cart. Scrape garbage or left-
over foods into container on the cart as you proceed. Stack plates according to size but never too high.
If tray serve is used for removal of dishes, make sure that you have clean ones available. Do not re-use
dirty tray.

Procedure in removing soiled plates and flatwares

 Procedure in removing soiled plates. Flatwares, condiments, shakers, soiled glasses, and soiled
napkins are as follows:

Soiled plates, and flatwares

1. Get tray
2. Ask guest if they are done eating
3. Buss out the soiled plates and flat wares
4. Bring the soiled plates/ flatwares at the dishwashing area or side station

Condiments, shaker, soiled glasses, soiled napkins

1. Get tray
2. Excuse yourself to the guests
3. Remove condiments, shakers, soiled glasses, napkins
4. Return condiments and shakers to the side station
5. Put soiled napkins in the linen box
6. Bring soiled glasses to the dishwashing area/side station

Presenting the Bill

The following are some of the important things to follow in the proper handling and processing
of guests' checks:

1. If there is more than one couple in the group (especially tourists), ask if they prefer separate
checks. This will save time and eliminate confusion later when the check is presented for payment or
signature.
2. Complete the information in the order slip as to the number of guests, table number, date and
your name so that the guest could properly accomplish the same.
3. A guest's check should not be presented to the guest unless it has been totaled with the
percentages of service charge and tax added. Be sure that the amount of check is correct to avoid
misunderstanding and ill-will.
4. When the guest signs his check, make sure that it is signed properly. Turn it over to the cashier on
duty for immediate processing.
5. In most dining rooms of first class category, it is customary to hold the check until the guest's
check is already properly totaled.
6. Present the guest's check face down on a small tray at the guest’s left side

Bidding the Guest Goodbye

STEPS:

1. When the guests are ready to leave, the waiter must pull out the chair of at least the oldest or the
most important looking lady in the party.
2. He must help them gather their belongings such as umbrellas, bags or packages that they may
otherwise forget.
3. If it is raining, he must have as many of them as possible into their raincoats.
4. He must escort them to the door and open the door for them, if there is no headwaiter to perform
these acts of courtesy.
5. He must thank them for their patronage.
6. He must bid them goodbye graciously.

What assistance can be provided to customers as they leave a table?

(1) Pull back chairs for customers

(2) Get wheelchairs or other aids as required
(3)Thank customer for their patronage
(4) Arrange any take-away containers
(5) Where permitted, place corks back in unfinished wine bottles for easier transportation for customer
(6) Arrange toothpicks
(7)Remind customers to collect any bags, clothes and other personal items left on table, seat of floor
(8) Arrange balloons or gift packs or other children’s gifts
(9) Help them with putting on coats and jackets
(10) Remind customer to collect change, credit card or receipt (11) Escort the customers to the door.

What are some examples of “end of service”

(1) Obtaining a taxi or other transport for guests

(2) Retrieving items that have been placed into safe keeping
(3) Offering umbrellas
(4) Accompanying guests to cars
(5) Making reservations on their behalf
(6) Directing them to their next destination, including shops, cultural, tourism or sporting areas of interest
(7) Offering a seat, paper or complimentary coffee while the weather clears
 Sequence of Dining Service A La Carte Fine Dining with Wine Order

Russian Service

Welcoming And Greeting the Guest :

Receptionist / Waiter : Good Evening, Good Morning, Good Afternoon mam/sir welcome to Name of
the Restaurant , Do you have a reservation? (Smile)
Guest : Yes
Receptionist/ Waiter : Under what name mam/sir?
Guest : Under Mr/ms ___
Receptionist: Just for a moment sir/mam , for verifying your table reservation, Your table reservation
(Repeat guest’s table reservation)
Receptionist / Waiter : This way please..
Receptionist / Waiter : Mam/sir is this table alright for you mam / sir?
Guest : Yes .
Waiter : (Seating the guest and unfolding napkin)
Offering before Dinner Drinks
Waiter : Mam/Sir Would you like a dry martini or dry champagne?
Guest : Dry champagne
Waiter : Serving Water and Bread
Waiter : (Presenting Menu ) Mam/sir if you are ready may present the menu for your selection.
Waiter : Serving the Dry Champagne or Dry Martini
Waiter: (Taking Order) “Mam/sir ” if you are ready may I take your order now?
Waiter : (Recommend Wine ) Mam / sir may I recommend your wine which is “name of wine “ best
compliment to your main course which is “Name of the main course”
Waiter : (Repeating Order) Mam/ Sir may repeat your order? Your orders are…

Waiter : (Get the menu) Mam/ sir can I get the menu?
Mam /sir your order will take a little bit longer to prepare, would you mind waiting?
Waiter : Picking up / Completing the table set up.

Waiter Serving appetizers , Clearing of Appetizer with Champagne glass

Serving Soup, Clearing of Soup
Serving Salad , Clearing of Salad
Presenting Wine : Mam / Sir may present to your wine which is “Name of Wine” with “alcohol
content” alcohol by vol. with a Vintage year of ____ made from ______ best compliment to your main
course which is name of main course______.
Serving of wine
 Serving of Main Course , Clearing or main course with bread plate and butter spreader.
Crumbing down of table
Serving Dessert and coffee or liqueurs
Mam / Sir would you like a black coffee or coffee with cream?
Clearing of Dessert and coffee cup and saucer.
Presenting and settlement of the bill
Mam/sir here’s your bill. I receive ______ kindly wait for your change? Mam sir here’s your
change ..

Bidding goodbye and thanking the guest

Mam/sir Thank you for dining with us we look forward to your next visit..(Smile)

Sequence of Dining Service A La Carte Fine Dining with Wine Order

American Service

Welcoming And Greeting the Guest :

Receptionist / Waiter : Good Evening, Good Morning, Good Afternoon mam/sir welcome to Name of
the Restaurant , Do you have a reservation? (Smile)
Guest : Yes

Receptionist/ Waiter : Under what name mam/sir?

Guest : Under Mr/ms ___

Receptionist / Waiter : This way please..

Receptionist / Waiter : Mam/sir is this table alright for you mam / sir?
Guest : Yes .
Waiter : (Seating the guest and unfolding napkin)
Offering before Dinner Drinks
Waiter : Mam/Sir Would you like a dry martini or dry champagne?
Guest : Dry champagne
Waiter : Serving Water
Waiter : (Presenting Menu ) Mam/sir if you are ready may present the menu for your selection.
Waiter: (Taking Order) “Mam/sir ” if you are ready may I take your order now?
Waiter : (Repeating Order) Mam/ Sir may repeat your order? Your orders are…

Waiter : (Recommend Wine ) Mam / sir may I recommend your wine which is “name of wine “ best
compliment to your main course which is “Name of the main course”

Waiter : (Get the menu) Mam/ sir can I get the menu?
Mam /sir your order will take a little bit longer to prepare, would you mind waiting?
Waiter : Picking up / Completing the table set up.

Waiter : Served Bread and Champagne.

Serving appetizers , Clearing of Appetizer with Champagne glass
Serving Soup, Clearing of Soup
Serving Salad , Clearing of Salad
 Presenting Wine : Mam / Sir may present to your wine which is “Name of Wine” with “alcohol
content” alcohol by vol. with a Vintage year of ____ made from ______ best compliment to your main
course which is name of main course______.
Serving of wine
Serving of Main Course , Clearing or main course with bread plate and butter spreader.
Crumbing down of table
Serving Dessert and coffee or liqueurs
Mam / Sir would you like a black coffee or coffee with cream?
Clearing of Dessert and coffee cup and saucer.
Presenting and settlement of the bill
Mam/sir here’s your bill. I receive ______ kindly wait for your change? Mam sir here’s your
change ..

Bidding goodbye and thanking the guest

Mam/sir Thank you for dining with us we look forward to your next visit..(Smile)
Core 3

Promote Food and Beverage Products

What is Menu?
Menu
- List of dishes available of the restaurant.
- Comes from the latin word “Minutus”
- A detailed list of food and beverage offered by the establishment.
Types of Menu

1. A La Carte
- A menu that is offered separately, priced separately and selected separately.

2. Table D’ Hote
- A menu with set price for a meal that includes several courses.

3. Carte Du Jour
- A menu listing dishes available on a particular day.
- Menu for the Day.

Classical Menu (12 Courses) 3 hours

1. Hors d’oeuvres – pronounced as “or-dov” meaning Appetizers or Starters or First-course.

2. Potage- pronounced as “po-taaj” meaning Soups. Consommé, Crème, Chowder, Bisque Broth or
Convenience Soup.
3. Poisson- pronounced as “po-son” meaning Fish. Consists of shellfish and any fish dishes.
4. Entrée – pronounced as “aun-trey” meaning Entry of meat course. Small well- garnished meat
dishes ready for service.
5. Releve- pronounced as “ri-lafe” meaning Main Course. Also known as “Piece de Resistance”.
Larger than entrée and usually large joints of meat and poultry.
6. Sorbet- pronounced as “saur-bay” meaning Rest course. Rest to eat meals or courses. Examples
would be iced water or juice.
7. Roti – meaning Roast. Consists of roasted Game Birds or poultry or animals.
8. Legume- pronounced as “lay-gume” meaning vegetable dishes.
9. Entremet –pronounced as “aun-truh-may” meaning sweet course. Hot and Cold sweet dishes are
served.
 10. Savoureux – pronounced as “savoury” meaning guests who do not wish to have sweets at the
end of the meal choose savoury to close their meal. Savoury are small tid-bits of canapé or toast
or small portion of toast with toippings on which spicy fillings are placed.
11. Fromage- pronounced as “fro-maaj” meaning Cheese. All types of cheese are served from a
cheese board or a cheese trolley.
12. Café (Beverages) – Meaning coffee. Coffee is served in a demitasse with coffee-spoon, with or
without milk.

Modern Menu (6 Courses)

1. Appetizer 4. Main Course

2. Soup 5. Dessert
3. Salad 6. Coffee

The Big 8 Food Allergies

1. Egg 5. Seafood
2. Milk 6. ShellFish
3. Peanuts 7. Soy
4. Treenuts 8. Wheat

Effective Menu and Beverage Merchandising

- Requires product knowledge, goo customer relations and effective sales presentation.
One cannot make appropriate suggestions unless he is familiar with the menu and house
specialties.

Important in Suggestive Selling :

1. Manner or Preparation and Basic Ingredients

2. Preparation Time
3. Standard Portioning
4. Standard Accompaniments
5. Complementary Items
6. Special Quality of the Dish

Use Descriptive Words that will describe the :

1. Taste – delicious, tasty , savoury , appetizing , sweet , sour

2. Color – tossed green , pearly white onions , rich red tomatoes
3. Size – sizeable/ substantial serving of prime rib
4. Texture – juicy, tender , crispy , spicy , creamy , soft fresh
5. Smell – fragrant , bouquet, sweet

Sample Phraseologies for Suggestive Selling :

“For your dinner, would you go for meat , chicken or sea foods?”

“As a steak lover, I’m sure you will love our roast prime rib, served with side salad.”
“As a chicken lover, you will surely love our Roast Chicken, or you can try our chicken galantia or
chicken inasal.”

“I’m sure you will enjoy any of our Classic favourites like very tender Texan BBQ US short plate beef or
a roast chicken or chicken galantia.”

“Our hainanese chicken is a healthy option for you. And it goes well with a light serving of tossed green
salad.”

“Our fruit juices are truly refreshing and nutritious. They are prepared out of fresh fruits, high in nutrients
and low calories.”

“You will surely enjoy our chef’s special for the day , a very tender and juicy baby back ribs.”

Food Pairing

- Is a method for identifying which food go well together.

- The method is based on the principle that foods combine well with one another when
they share key flavor components.
- Is a relatively new method and is often confused with wine and food matching.

Sample of Food and Wine Pairing

Food Wine

Red Meat Dishes

Grilled Steak Cabernet Sauvignon / Shiraz

Hamburger In Expensive Red Wine
Roast Beef Pinot Noir / Merlot
Tenderloin Pinot noir / Merlot

Poultry Dishes

Chicken (Roasted) Any White Wine

Chicken (Seasoned) Riesling
Turkey Rose , Sweet or Dry
Duck And Goose Pinot Blanc
Game Birds Pinot Blanc

Other Meat Dishes

Ham Rose , Fruity Pinot Noir
Lamb Cabernet From Bordeaux
Lamb with herbs and garlic Cabernet sauvignon , Spanish Reds
Pork Italian , Spanish

Sea Food Dishes

Lobster Champagne / Dry Riesling
Oysters Muscadet
 Salmon Savignon Blanc
Shrimp Light White Wine
Swordfish Light and dry White Wine
Tuna A Light Red
White Fish Savignon Blanc

Pasta Dishes
Red Sauce Barbera , Chianti
Vegetable Savignon Blanc
White Sauce Pinot Blanc

Core 4

Provide Food And Beverage Services to The Guest

Different Food Service Style

1. French Service ( Gueridon Service)

- Method of serving private dining or restaurant food in which partially cooked food is
brought from the kitchen on a cart which issued also for the final cooking. Food is
completed in front of the guest and served by a waiter or waitress who offers a dish to
each guest who offers a dish to each guest who helps himself or herself.

Role of the two waiters working together to prepare and serve the meals:

1. Chef De Rang (experienced waiter) seats the guests, takes the orders; serves the drinks;
prepares some of the food with flourish at the guests' tables and presents the check for payment.
2. Commis de Rang (assistant) takes the order from the chef de rang; picks up the food from the
kitchen and carries it to the dining room; serves the plates as dished by the chef de rang; clears the
dishes and stands ready to assist when necessary.

General Rules of French service

 Food is plated directly from the pan to the guest’s plate where the gueridon serves as the working
station
 Serve food and beverages from the right side of the guests using the right hand, right foot forward
except small items like bread and butter.
 Clear food and beverages from the right side of the guests using right the hand except items located
on the left side
 Serving movement should be in clockwise direction.

2. Russian Service
- Formal and elegant service but faster and less expensive than French service.
- Assure the guest fully cook in a swift and tasteful passion.
General rules of Russian service

 Use a separate service spoon and service fork for each dish. Two spoons are not used together but two
forks may be used for delicate food. A single utensil is never used to hold food items.
 Hold platters parallel to the floor at all times. Make sure the platter is balanced.
 Serve ladies first. Stand slightly behind and to the left of the person to be served, your feet together
and back straight. Step forward with your left foot into the space between the guests, placing the platter
between the guests, and over the table space.
 Lower your body using your legs and keeping your back straight.
 Keep the platter level and balanced
 Lower the platter until it is approximately 1 inch above the plate to be served. Never allow the platter
to touch the guest’s plate.
 Do not attempt to serve from a platter higher than 1 inch above the guest’s plate to avoid spillage
Tip! Utensils are always in the right hand, as the platter is always in your left hand, regardless of right-
handedness or left handedness of the service personnel 

Steps in handling serving fork and serving spoon 

 Position the ends of the service spoon and fork in the center of the palm of the serving hand.
 The service fork should be on top of the service spoon.
 Except the forefinger, hold the service spoon firmly.
 Use the forefinger and thumb to hold the handle of the service fork.

3. American Service (Plate Service)

- Free plated service, most popular and practical way of food service.
- All cooking and plating of food is ready at the kitchen
- Done in A la Carte service.
- Ideal for Coffee Shop.
4. English Service or Butler Service
- Is usually practice by king and queen, plates are pre-arranged set the serve move
clockwise.
5. Buffet Service
- Is a system of service meals in which food is placed in a public area where delivered
generally serve themselves.
6. Family Service (Lauriat Service)
- Similar to English service except the foods are placed in a table in large serving dishes
and helps itself.
7. Fast Food Service
- Food are ready prepared and displayed in a food counter.
8. Counter Service
- In this type of service dinners approach a counter where they give their orders and
receive payments.
 French Service Russian Service

American Service English Service

Buffet Service Family Service or Lauriat Service

 Fast Food Service Counter Service

Banquet And Catering Services

Banquet
- Refers to a party or any event that takes place in a function area of a hotel or food
establishment.
Banquet Service caters to various types of function such as:

- Weddings
- Social events like parties, debut, anniversary’s
- Conventions , Conferences , Meetings
- Seminars
- Trade Exhibits and Other Events.

Banquets may be served as :

- Plated Sit-Down
- Buffet
- Cocktails

Catering
- Service or an event but in a venue chosen by a client which could be his or her own
house , office or elsewhere.

Basic Table Setting Method

A. Assembly Line Technique

- One server sets one particular item at a time on all the tables
( e.g., all forks , all knives, etc.)
B. Station Set
- One server (or team ) is responsible for setting all the items on his/her(their) particular
station. With this method, well organized and combined efforts increase efficiency and
decrease setup time.

The Different Banquet Set-up Styles.

 Classic banquet style table placement consists of long rows of rectangle banquet tables
with seats on both sides. This setup will allow for the most seats in a room. Notice in the
 picture an extra person is added at the "joint" of each table. The setup allows for a head
table to be placed at the front of the room.

 Conference style is great for critical thinking discussions. This is the most productive
setup when decisions need to be made. You finally have the board of
directors all in one place, so develop your action plan in great
time. Common setup includes 4 eight foot tables. Conference style is
NOT ideal for groups of more than 30 people. For groups of more
than 30 and discussion/interaction needs to be made, U shaped is
ideal.

 The classroom style setup is great for orientations or any

other presentation when the guest will need to write/eat
while observing. Our seminar tables are most suitable for
saving space with this setup. Seminar tables have a smaller
width than standard banquet tables.

 Auditorium style setup is very similar to theatre

style. The chairs in the outer area are angled toward
the speaker more so than the inner.

 Herringbone style setup is for dinners that will involve a

speaker. The alignment of the tables allows for most
guests to be comfortable while facing the speaker. The
tables are turned at an angle toward the head/speaker's
table. Chairs are placed on both sides of the tables. If
using your standard 8 foot banquet tables, it is
recommended to place 3 chairs on each side due to
some guest wanting to turn their chair a little more.
Placing 4 chairs on each side is perfectly fine if needing
be.

 Semi-circle setup is great for meeting when interaction is needed with the speaker. The
setup to the right is an illustration of semi-circle setup using 8 foot rectangle tables. The
tables have seats only on 1 side. There is a head
table, or podium at the front of the open part of the
circle. The illustration is a semi-circle diagram for 48
people, and uses 12 8 foot tables.
 Handling Flatware And Glasswares

A. Handling Flatwares 

1. Always use a lint – free cloth should be used to wipe wet flatware for this will prevent water
marks
2. Always hold flatware at the waist. Do not touch the top or bottom areas to avoid fingerprints.
3. Handle flatware with a cloth napkin to avoid fingerprints

B. Handling Glasswares 

1. Never handle glasses by the rim.

2. Hold stemmed glassware by the stem.
3. Grasp a non-stemmed glassware at the lower 1 ½ inches of the glass.
pic:
Dining Tool Carrying and unloading Trays

A. How to Carry and Serve using a Small Tray/ Tea Tray/ Round Tray 

1. Carry the tray at waist level.

2. Carry the tray with your left hand and serve beverages using your right hand, right foot forward.
s : 

Carrying and unloading Trays

B. How to Carry a Large Tray / Oval Tray 

1. Your body should be parallel with the tray stand.

2. Bend your knee as if you are about to kneel.
3. Balance the tray. Then, slide the tray on to your shoulder and use the palm of your hand to hold
your tray. You normally put the tray on your left shoulder so that your right hand is free to control the
tray.
4. Your arm (elbow to wrist) should be at the right side of the tray.
5. Use your legs to stand up to give you the strength to lift up the tray. Use your right hand to
control and support the tray.
TIP!! You may put a clean napkin on your shoulder in carrying large trays to protect you from getting
dirty. 

C. Carrying and Unloading a Rectangular Tray 

1. Ensure that the tray is balanced.

2. The board side of the tray should be along the access of the arm.
3. Hold the upper left arm close to the body and lock your left elbow.
4. Use your left hand to grip the far rim of the tray if it’s possible to do so.
5. Always maintain the balance of the tray in serving.

Laying the table cloth

Before laying the tablecloth, the table and chairs should be in their correct position. The table top
should be clean and the table leveled with care to ensure that it does not wobble. If the table wobbles
slightly, a disc sliced from the cork will correct the problem. Next, the correct sizes of the tablecloths are
folded, known as the screen fold.

 Check the table for steadiness and position it for ease of access for service. If the table is unstable, it
must be stabilized.
 Stand centrally between two legs of the table.
 Position the folded cloth on the table with two woven edges towards you and the two folds of the
concetina facing away from you.
 Position the vertical center crease in the center of the tables, holding the concetina fold.
 Lean across the table and release the bottom layer of the cloth to hang over the far edge of the table.
 Re-position the horizontal crease of the cloth in the center of the table.
 Release the hold on the center fold and draw the top fold towards you.
 Having centered the cloth both vertically and horizontally, the cloth should now be positioned with an
equal drop all around, with the folds of the cloth covering the legs.

Serving Beverages

1. Serving Water
- Place water in a water pitcher
- Place a dry table napkin at the bottom of pitcher to wipe off the moisture.
- Pour the water on the right side of the guest with the napkin underneath the pitcher as
shown.
2. Serving Coffee
- Place coffee in a coffee pot and place a cloth underneath
- Pour the coffee on the right side of the guest.
- Fill the cup ¾ full.
3. Serving Wine
1. Serve wine in appropriate temperature
- White wine and rose in chilled glasses at 8C -9C
- Red Wines – 14 C – 16 C at room temperature
- Champagne and sparkling wines at 6C – 9C
 2. If more than one wine is being served, serve them in the following order.
- Light before full bodied
- Dry before sweet
- Young before old
- Dry white wine before red wine

3 S of Standard Procedure

1. SCRAPE – left overs foods and place them in container.

2. STACK – together the china wares of the same kinds and sizes.
3. SEGREGATE – chinaware from utensils and leftovers.
- All cutleries in one container.
- All china wares in 1 container
- Leftovers in one container

The Basic Principles of Food Safety

Every food Establishment uses, processes, and sells food in different ways. However, the
general issues and key principles of food safety remain the same, whatever the style of
the operation. All food safety training programs should contain the “big three” factors
that could cause food to become unsafe. Food must be kept out of harm’s way from
human errors, but if you don’t train food workers what they are, they won’t know why
these factors are so important to your operation. The basics can make us or break us in
one or maybe two food handling mistakes.

Those basic three principles that we must train all managers and food workers about are:
• Personal Hygiene for Food Professionals
• Time & Temperature Control
• Cross-contamination Prevention

Professional Personal Hygiene

It’s not all common sense to everyone. Food workers must observe the highest possible
standards of personal hygiene to make certain that food does not become contaminated
by pathogenic microorganisms, physical or chemical hazards. High standards of personal
hygiene also play an important part in creating a good public image, as well as protecting
food. Handwashing, fingernails, food worker illness policy (including exclusion of ill
workers, cuts, burns, bandages, etc.), hair, uniforms, glove use, jewellery, personal
cleanliness, or unsanitary habits such as eating, drinking, smoking, or spitting are all parts
of defining personal hygiene standards. Poor handwashing is one of the leading causes of
foodborne illness.
“Active Hand Hygiene” is a concept that really helps. There is a benefit to writing down
standard operating procedures for the correct handwashing method / safe hands procedure
to follow when each crewmember is trained about this crucial expectation in your facility
(i.e., 20 second handwash, when to wash, if using a nailbrush, type of soap, hand
sanitizer, which glove or utensil for which ready-to-eat food task, etc.). Who monitors
the process and how do you measure compliance on handwashing? These are questions
best answered in writing for your individual operation.

Time & Temperature Control of Foods

We can reduce bacterial growth in potentially hazardous foods by limiting the time food
is in the danger zone (140° F to 41° F) during any steps of the food flow from receiving
through service. The FDA Food Code recommendation no more than a cumulative 4
hours in the danger zone. Use a calibrated thermometer to chart time and temperature
based upon your menu for: cold holding (41° F), hot holding (140° F), cooking (based on
the food), reheating (165° F), and cooling.

Cross-contamination Prevention
This is simply the transfer of harmful microorganisms or substances to food and covers a
multitude of potential food handling errors in all stages of food flow. Cross contamination
can occur at any time. The three routes: 1) food to food, 2) hands to food,
or 3) equipment to food. Ready-to-eat foods must receive the most care to prevent
contamination.
The 3 Bucket Method
1. Wash
2. Rinse
3. Sanitize

Core 5

Provide Room Service

Room Service

 Is a hotel service enabling guest to choose menu items for delivery to their hotel room for
consumption and served by a staff.
 Provided for house guest who wish to enjoy the comfort of being served right in their own room.

Room Service Menus

 Is usually consist of a la carte items that are provided in a hotel guestroom.

Door Knob Menu

 Are placed inside the guest room by room attendant. After filling up the door knob menu, the
guest hang it in his doorknob to be picked up by room service waiter.

Types of A la carte Breakfast

Continental Breakfast
American Breakfast

Sequence of Room Service

1. Taking Room Service

2. Placing Order to the Kitchen
3. Posting the Order for Billing
4. Assembling Room Service Order
5. Logging Down the Order on the Control Sheet
6. Double Checking Mis-en-place, Food Preparation / Presentation
7. Preparation Bill
8. Pick-up and Delivery of the Order
9. Offering or Extending Personalized Service to the Guests
 10. Settling the Bill; Bidding Goodbye
11. Forwarding Payment or Signed Bill to the Front Office Cashier.

What is a Room Service Attendant?

1. Almost 60% of guests in a resort or hotel use room service for their food and beverage orders.
This is why Room Service Attendants have a very important role in the hotel or resort experience.
They interact with the guests directly and ensure that all food and beverage requests are acted
upon in a timely and professional manner.
2. As a Room Service Attendant, you are the hotel staff who serves food and beverages to the guests
in their rooms. Your main task is to ensure that room service orders are properly delivered and on
time for the satisfaction of guests.
3. Often, you are also in charge of taking the room service order calls and cleaning up after the guest
have finished their meals.

Duties and Responsibilities of a Room Service Attendant

As a room service attendant, your duties and responsibilities include:

Taking guest orders through the telephone

Assembling the food orders
Delivering food to the guest at their rooms
Cleaning up after meals
Dress appropriately

Guests judge a hotel/resort not only by the food, room design or amenities but by the kind of
people who serve them. The appearance and attitude of the Room Service Attendant also matter
to the guests. Here are some tips you need to know in dressing appropriately:

1. Wear your Uniform well

Before starting your duty as room service
attendant, you should be in proper uniform.
Make sure that your uniform is clean, well-
pressed, and in good condition (no holes or
loose threads). Never use dirty uniforms.
Remember, the way you are dressed has an
impact on the guests. Do not forget to wear
your name plate to be addressed correctly.

2. For long hairs, wear a hairnet

Neatness is a plus. Use a bun-shaped hairnet
especially if you have a long hair to look
clean and neat. This will also avoid hair fall
as well.

3. Wear socks or hose

 Socks must harmonize with the color of your pants. For women, wear clean hose daily. As for the
men, wear plain dark socks.

4. Wear Shoes
For your shoes, always keep it polished and well laced. It should be attractive and well fitted as
well. Avoid wearing open-toed shoes. For the girls, wear shoes with heels.

Hygiene and Sanitation

As a Room Service Attendant, you should observe proper hygiene and sanitation at all times.
Here is a sample checklist to guide you before going to work.

1. Have I taken a bath?

Take a warm, cleansing bath daily and don’t forget to use deodorant. Also, make sure to change
your undergarments frequently.
2. Is my hair well combed?
Your hair must not distract you from what you are doing. It must be clean and free from
dandruff. It should also be odorless and glossy in appearance. As a standard part of the uniform, make
sure to use hair nets.
3. Am I wearing the proper jewelry?
Only wear jewelry such as wrist watch, engagement or wedding ring. Do not wear bracelets,
necklace and dangling earrings. Remember, you need to look clean and presentable so avoid wearing
fancy jewelry.
4. Have I cleaned my ears?
Always keep your ears clean before starting your work. As for your earrings, avoid dangling
ones.
5. Have I brushed my teeth?
As a room service attendant, you talk and communicate with people. Make sure to always smile.
Brush your teeth at least twice a day to maintain a good breath. If you have some dentures, wear it while
on duty.
6. Have I applied light make-up?
Apply cosmetics neatly and moderately, this will help you lighten up your face to look more
presentable. But make sure to never put on clown make up.
7. Have I washed my hands and clipped my nails?
Your hand is your main tool in serving so always make sure that it is clean. Make sure to wash
your hands frequently. Your nails must be well trimmed and without polish. 

Your work station

As a Room Service Attendant, you will be working at your work station in handling guest orders
so make sure to be familiar with the common equipment. Also, you will not be the only one to utilize
these equipment so handle them with care. Here are the common items that you will use:

1. Telephone – This will be your main equipment in communicating with the guest. As soon as you
enter the work station, check the phone if it is working properly.
 2. Calendar – Know the date. Your orders are not always delivered on the current day, there are
cases when some guest orders in advance and asks for it to be delivered on a specific time and date.

3. Clock – As a room service attendant, you should highly value the time of the guest. As soon as
you are on duty, always be aware of the current time. Avoid late delivery of food to the guests.
Materials needed before the guest calls

In taking the call, you first need to prepare the materials stated below. Make sure that you also
have these at your work station.

1. Pen or Pencil – You can’t memorize everything. You are dealing with a lot of information daily,
so make sure to have a pen or a pencil to take down all the information you can have.

2. Order slip – Be familiar with the order slip. This is the main item you will be using to get the
orders from the guest. You will also be communicating the orders to the kitchen and cashier so make
sure that you have an order slip in your work station.

3. Menu – Familiarize yourself with the menu and always have one in your work station so that
when a customer orders, you can refer to the menu for the details.

Control Sheet

The control sheet is a standard form used by hotels in order to ensure that all food and beverage
orders will be monitored properly, and be delivered on time. All orders and table appointments are
reflected on the room service control sheet in order to avoid losses and breakages of the table
appointments by tracking them down.

Here are the important information needed:

1. Guest name
2. Room number
3. Server’s name
4. Date of order
5. Time of delivery
6. Time of pickup – This will initially be left blank.
The information will be filled after the delivery
7. Guest orders
8. Quantity of order
9. Tableware appointments - These are the needed
materials that will be used by the guest.
Setting up the tray

After being notified that the food is ready, you may now set the tray. You may use the order slip to know
the needed items. 

1. Pick up the food from the kitchen. Carry it with your thumb away from the plate to avoid
touching the food.
2. Prepare the silverware by placing it in the napkin. Make sure not to leave any fingerprints.

3. Arrange the tray and make sure it is clean. Heavy items should be placed in the center to keep it
balanced. 
a. First put the silverware on the lower left side of the tray.
b. Then place the placemat on the bottom part next to the silverware.
c. Place the cup and saucer on the upper right side of the tray. If there are any glassware,
handle the glass by body or stem only.
d. Next, place the condiments on the left side of the cup and saucer.
e. Put the creamery set on the top part of the tray near the condiments.
f. After that, place the coffee pot on the upper left side of the tray.
g. Then place the food with cover on the center of the tray.
h. Finally, place the centerpiece below the coffee pot.

. Fill out the control sheet. This is where you place the guest's information, food order and the
materials on the tray. After filling it out, put this inside the bill folder.

. Prepare the bill folder. Include the bill and control sheet and slide it under the placemat. If
payment is in cash, include the change in the bill folder.

Posture

Posture is important as it portrays emotion or

attitude of a person, so make sure to be in proper
posture. Stand erect. Try not to lean on chairs or
against walls or pillars. When walking, walk with
confidence; be proud of your serving. As a tip, you
may practice in front of a mirror to check on your
posture.

Carrying the tray

After setting up the materials, it is time to carry the tray. To carry it effectively, you must do the
following:

1.Bend your knees near the table.

2. Slide the tray towards the end of the table while being careful not to get out of balance

3.Lift the tray with your left hand. Rest the tray on your shoulder to support the weight. If the tray
is too heavy, you may use your right hand to help carry the load.

4.Bring the food to the guest. Be careful not to bump into anyone.

5.Balance the tray carefully while you walk.

 6.Knock on the door three (3) times and announce “Room service”. If there is no answer after
five (5) seconds, knock again three (3) times and announce “Room service”.

7.When the guest opens the door, greet the guest and present the food ordered. Ask for
permission to come in. Don’t enter the room unless you are told to do so.

Sample script:
“Good Morning Ma’am/Sir,
I’m your Room Service Attendant,
here is your order, May I come in?”

8.Be careful while entering the room. Make sure that proper posture is kept to ensure good
appearance and the tray will stay balanced.

Safety tips

While you are walking on a hallway, there will be a lot of things that might happen before you
reach the guest’s door. There are some tips to avoid mishaps.

1.Always look where you are going; there might be some unexpected bumps ahead that you
might miss that will cause you to drop the tray or spill the beverage all over the tray.

2.Be careful when turning on hallways especially on sharp turns, you might bump on someone
while carrying a heavy load.

3.Avoid shaking the tray. Most of the time, there will be a beverage on your tray. Shaking the
tray too much might cause spills on the food.
How can you avoid room service mistakes? What are things that need to be checked to avoid
mistakes?

In order to avoid room service mistakes I have to check first the room service equipment and supplies if
they are complete. I will also check its condition and cleanliness. I will also check food orders if it is
complete and also the plating before leaving the kitchen for delivery.

What is a door knob menu?

A type of room service menu leave in the guestroom and that lists a limited number of breakfast items and
service times for selection by the guest.

What are the standard amenities set in the trolley during breakfast?

silverware, cup and saucer, glassware, condiments, creamery, coffee pot, food cover and centerpiece.

What will you do upon reaching the guestroom?

Knock on the door three (3) times and announce “Room service”. If there is no answer after five (5)
seconds, knock again three (3) times and announce “Room service”. When the guest opens the door,
greet the guest and present the food ordered. Ask for permission to come in.
What will you do upon entering the room?

When I am inside the room, I will introduce myself and the department where I belong and ask the guest
where he/she wants me to set up the food orders.

Room Service Script #1 American Breakfast

Note : In telephone conversation in taking room service order “Always use order pad or order
list” not the control sheet .

Order Taker : Room Service , Good Morning ( Name of the Order Taker) speaking may I help you?
Guest : Yes! Can I order a breakfast please.
OT : Yes Mam/ Sir , May I have your name and room number please?
Guest : (Name of the guest) Room 101.
OT : Thank you mam/sir may I take your order ms/mr (Name of the guest). For breakfast we have
American Breakfast and Continental Breakfast. What do you want mam?
Guest : 1 American Breakfast please.
OT: Yes mam, For Fresh Juice we have Orange Juice, Apple Juice and Pineapple Juice which one do you
preferred mam/sir?
Guest : Orange Juice please.
OT: For Fresh Fruits mam /sir we have Apple, Orange and Banana. Which one do you preferred
mam/sir?
Guest : Banana please.
OT: For Bread mam/sir we have Plain , Toast and French Toast. Which one do you preferred mam/sir?
Guest : Plain please.
OT: For Accompaniments mam/sir we have Jam, Jelly or Marmalade? Which one do you preferred
mam/sir?
Guest: Jam please.
OT: How about the egg mam/sir we have sunny side up ,Scramble and Omelette. Which one do you
preferred mam/sir?
Guest: Scramble please.
OT: Mam/sir, We also have Ham and Bacon. Which one do you preferred mam/sir?
Guest: Ham
OT: For beverage mam/sir, we have Coffee Black , Coffee With Cream and Tea.
Guest: Coffee Black please.
OT: Would that be all ms/mr (Name of the guest) GUEST: Yes.
OT: Mam/sir may I repeat your order?
GUEST: Yes
OT: Your orders are…( same po sa pag reapeat sa RS)
OT: Did I get your orders right mam/sir?
GUEST: Yes
OT: Mr/Ms(Name of the Guest) your bill is 500.How would you like to pay your bill mam/sir? Would
you like to pay it with Cash, Credit Card or Room Charge?
Guest: Cash 500
OT: Thank you for giving exact amount mam/sir.
OT: Thank you mam your order will be delivered to you as soon as done. Maybe around 15-20 minutes
would it be fine for you mam/sir?
OT: Mam/Sir Thank you for calling room service have a nice day!

Room Service Script #2 Continental Breakfast

Note : In telephone conversation in taking room service order “Always use order pad or order
list” not the control sheet .

Order Taker : Room Service , Good Morning ( Name of the Order Taker) speaking may I help you?
Guest : Yes! Can I order a breakfast please.
OT : Yes Mam/ Sir , May I have your name and room number please?
Guest : (Name of the guest) Room 101.
OT : Thank you mam/sir may I take your order ms/mr (Name of the guest). For breakfast we have
American Breakfast and Continental Breakfast. What do you want mam?
Guest : 1 Continental Breakfast please.
OT: For Bread mam/sir we have Plain , Toast and French Toast. Which one do you preferred mam/sir?
Guest : Plain please.
OT: For Accompaniments mam/sir we have Jam, Jelly or Marmalade? Which one do you preferred
mam/sir?
Guest: Jam please.
OT: For beverage mam/sir, we have Coffee Black , Coffee With Cream and Tea.
Guest: Coffee with Cream please.
OT: Mam/ Sir would you like a additional order?
Guest: Yes
OT: Yes mam/sir for additional orders we have Fresh Fruits and Fresh juice
GUEST: Yes
OT: Yes mam, For Fresh Juice we have Orange Juice, Apple Juice and Pineapple Juice which one do you
preferred mam/sir?
Guest : Orange Juice please.
OT: For Fresh Fruits mam /sir we have Apple, Orange and Banana. Which one do you preferred
mam/sir?
Guest : Banana please.
OT: Would that be all ms/mr (Name of the guest) GUEST: Yes.
OT: Mam/sir may I repeat your order?
GUEST: Yes
OT: Your orders are…( same po sa pag reapeat sa RS)
OT: Did I get your orders right mam/sir?
GUEST: Yes
OT: Mr/Ms(Name of the Guest) your bill is 500.How would you like to pay your bill mam/sir? Would
you like to pay it with Cash, Credit Card or Room Charge?
Guest: Cash 500
OT: Thank you for giving exact amount mam/sir.
OT: Thank you mam your order will be delivered to you as soon as done. Maybe around 15-20 minutes
would it be fine for you mam/sir?
OT: Mam/Sir Thank you for calling room service have a nice day!

Room Service Script #3 AMERICAN

Note : In telephone conversation in taking room service order “Always use order pad or order
list” not the control sheet .

Order Taker : Room Service , Good Morning ( Name of the Order Taker) speaking may I help you?
Guest : Yes! Can I order a breakfast please.
OT : Yes Mam/ Sir , May I have your name and room number please?
Guest : (Name of the guest) Room 101.
OT : Thank you mam/sir may I take your order ms/mr (Name of the guest). For breakfast we have
American Breakfast and Continental Breakfast. What do you want mam?
Guest : 1 American Breakfast please.
OT: Yes mam, For Fresh Juice we have Orange Juice, Apple Juice and Pineapple Juice which one do you
preferred mam/sir?
Guest : Orange Juice please.
OT: Would you like to try our fruit yogurt, corn flakes, rice crispies or oat meal, Which one do you
preferred sir /mam?
Guest : Corn Flakes
OT: For Bread mam/sir we have Plain , Toast and French Toast. Which one do you preferred mam/sir?
Guest : Plain please..
OT: How about the egg mam/sir we have sunny side up ,Scramble and Omelette. Which one do you
preferred mam/sir?
Guest: Scramble please.
OT: For beverage mam/sir, we have Coffee Black , Coffee With Cream and Tea.
Guest: Coffee Black please.
OT: Would that be all ms/mr (Name of the guest) GUEST: Yes.
OT: Mam/sir may I repeat your order?
GUEST: Yes
OT: Your orders are…( same po sa pag reapeat sa RS)
OT: Did I get your orders right mam/sir?
GUEST: Yes
OT: Mr/Ms(Name of the Guest) your bill is 500.How would you like to pay your bill mam/sir? Would
you like to pay it with Cash, Credit Card or Room Charge?
Guest: Cash 500
OT: Thank you for giving exact amount mam/sir.
OT: Thank you mam your order will be delivered to you as soon as done. Maybe around 15-20 minutes
would it be fine for you mam/sir?
OT: Mam/Sir Thank you for calling room service have a nice day!
Note: After ng telephone conversation saka niyo na po ililipat sa control sheet ung order ng guest sa
control sheet kumpletuhin po ung sa control sheet .

Script in Delivering the Room Service Order.

Room Service Waiter :Knock 3X

Room Service
( Hintayin na mag sabi ung guest ng OPEN)

Good Morning Ma’am or Sir I’m (Name of the Waiter) from Room Service Department
Here is your room service order..
May I come in?

Room Service Waiter :

Pag nasaloob na tanongin ung guest kung

Ma’am/ sir where would you like me to place the trolley?

Ma’am/sir would you like me to transfer your food on the table or Serve and leave it on the trolley?

Mam/.sir would you like me to serve your coffee?( Pag yes! Serve the coffee )

Next Presenting the bill “ Excuse me mam here’s your bill”.

I receive 500 pesos.

Mam when would you like me to come back to clear your used dishes?

Guest : after 30 mins

Thank you mam/sir ! Enjoy your meal.

Knock 3x Room Service!

Mam I am here to clear your soiled dishes.

May I come in?

How was your breakfast ma’am /sir?

“Clearing of Soiled Dishes” After clearing

Thank you mam/sir Have a nice day.

Core 6

Receive And Handle Guest Concern

Customer
 Is the life and blood of the restaurant

Dimensions of Service

Procedural (Technical) Dimension

 Provides the system needed for achieving consistency and efficiency of service.

Types of Procedural Dimension of Service

 Timeliness of Service
 Convenience of Service
 Organized and Smooth Flow of Service
 Anticipation
 Communication
 Feedback Mechanism
 Problem Solving Mechanism
 Monitoring of Service
 Professionalism

Personal Dimensions of Service

 Brings the person touch that makes the guest feel highly valued, accepted and appreciated. It
comes with a gracious smile, magic expressions and other ways of building and maintaining the
goodwill of customer.

Types of Personal Dimensions of Service

 Personalized Service
 Enthusiasm
 Respect
  Smiling Body Language
 Open Minded-ness
 Need Satisfaction
 Attentiveness

Proper Handling of Guests' Complaints

Standard Procedure:

1. Welcome complaints from the guests

2. Do not argue with the guests. The guest is always right.
3. Take immediate action.
4. Let the guest feel that you are taking the matter seriously.
5. Always report complaints for corrective action

Tips in Handling Guests' Complaints

When handling complaints, do the following:

1. Listen attentively
2. Try to understand the cause of the complaint
3. Apologize and promise to correct the situation
4. If the complaint concerns food, offer to exchange or substitute other food.
5. Thank the guest for bringing the complaints to his attention so you can take care of it.
6. If you are unable to satisfy the guest, call the manager who will handle it.
7. Report all complaints to your supervisor, no matter how trivial it is, so corrective action can be
taken.

What are some options to resolve a food related customer’s complaint, during the three minute check?
Answer: (1) Replace meal quickly (2) Allowing them to take some items from the buffet whilst they are
waiting (3) Providing a plate of snacks including rice, salad, bread or fries (4) Suggesting fast cook items
to that a dish will be ready when others are also eating

What are the things to do when guest complain? Explain the steps on how to handle guest
complain?
When handling complaints, do the following:

 Listen attentively
 Try to understand the cause of the complaint
 Apologize and promise to correct the situation
 If the complaint concerns food, offer to exchange or substitute other food.
 Thank the guest for bringing the complaints to his attention so you can take care of it.
 If you are unable to satisfy the guest, call the manager who will handle it.
 Report all complaints to your supervisor, no matter how trivial it is, so corrective action can be taken.
 How will you handle guest with restrictions on allergies?

First I will ask the guest if he/she has special dietary requirements before I suggest any dish to her/him.

How will you handle a guest with signs of intoxication requesting for more bottles of hard drinks?

I will explain to the guest the policy of the restaurant about serving hard drinks. In the event that the
guest insisted for another bottle perhaps I will grant her/his request on the condition that it will be the
last bottle of wine that will be served to him/her.

Taking Table Reservation

Receptionist: Good Morning / Good Afternoon this is “Receptionist Full Name” of Name o Restaurant,
How may I help you?

Guest: Yes, I would like to make a table reservation please.

Receptionist: Certainly Mam/Sir, Who am I speaking to?

Guest: Mr/Ms. ________

Receptionist: Mr/Ms. ___ should I make this table reservation under your name?

Guest: Yes

Receptionist: Mr/Ms. ___ When do you like your table reservation mam/sir?

Guest: For Tonight

Receptionist: What time mam/sir?

Guest: 8 pm

Receptionist: For how many person mam/sir?

Guest: For 1 person

Receptionist: Mam/sir would you like your table reservation near the entrance, near the window or at the
corner?

Guest: Near the window

Receptionist: Yes mam/sir can I ask your contact number please?

Guest: 05221

Receptionist: Mam/sir may I repeat your table booking?

Guest: Yes

Receptionist: Mam/sir you want a table reservation for tonight at 8pm good for 1 person near the
window, under your name Mr / Ms. _______

Guest: Yes

Receptionist: Mam/Sir, Thank you for patronage of IDS Restaurant we will look forward to welcoming
you. Have a nice day!!