Module 1: Welcoming guests and taking food and beverage orders

Source: Competency Based Learning Material for Food and Beverage Services NC II developed by Nelienar B. Mateo of
NTTA-TESDA QA SYSTEM on November 22, 2014

INFORMATION SHEET 1.1-1

Objective: After reading the Information Sheet you must be able to perform the following categories of food and beverage
services.

NATURE OF FOOD AND BEVERAGE SERVICES

Food and beverage serving and related workers are the front line of customer service in full-service restaurants,
casual dining eateries, and other food service establishments. These workers greet customers, escort them to seats and hand
them menus, take food and drink orders, and serve food and beverages. They also answer questions, explain menu items and
specials, and keep tables and dining areas clean and set for new diners. Most work as part of a team, helping coworkers to
improve workflow and customer service. Waiters and waitresses, also called servers, are the largest group of these workers.
They take customers' orders, serve food and beverages, prepare itemized checks, and sometimes accept payment. Their
specific duties vary considerably, depending on the establishment. Food and beverage service workers are on their feet most
of the time and often carry heavy trays of food, dishes, and glassware. During busy dining periods, they are under pressure to
serve customers quickly and efficiently.

THE CATEGORIES OF FOOD AND BEVERAGE SERVICES:

It is important to study and practice carefully the following categories of food and beverage services. The six categories of
FBS are: Welcoming the guest, Room Service, Table Set-up Services, Table Skirting, Table Napkin Fold, and Flower
Arrangement.
Welcoming the Guest/Waitering-greeting customers as they arrive and showing them to their table.
Room Services- is a unit tasked to attend to the delivery of food and beverage orders to the guest’s
room.
Table Set-up Services- refers to the arrangement of the table such as silverware, glassware and
chinaware.
Table Napkin Fold- a napkin does not simply rest on a table. It's a direct expression of personality and
creativity.
Table Skirting-is defined as draping a table with a table cloth in order to give the table a formal and
elegant look.
Flower Arrangement- is the combination of several elements to produce a visually pleasing display of
fresh, silk, or dried flowers.

Correct sequence of food service:

1.
Welcoming and greeting the guest 7. Placing order to the kitchen
2. Escorting 8. Set-up the table (fine dining style)
3. Seating the guest 9. Serving foods/orders
4. Serving drinks 10. Bussing
5. Presenting the menu 11. Presenting and setting bills
6. Taking orders 12. Bidding goodbye
Correct sequence of room service:
1. Receiving Calls 6. Serving order to the room
2. Taking Order 7. Bidding Goodbye
3. Room Number 8. Receiving calls for bussing
4. Repeating Order/Repeating Room 9. Knocking the door 3x
Number 10. Bidding Goodbye
5. Placing order to the kitchen
Table Setup/Table Setting:

American Service

Buffet Service Russian Service

 French Service

Table Napkin Fold:

The Diamond Fold Birds of Paradise Fold Rose Fold

Fleur de lis fold Slide Fold Candle Fold

Arrow Fold Pyramid Fold Standing Fan Fold

Table Skirting:

Flower Arrangement:
 Self-check 1.1-1

Direction: Choose the correct answer and encircle the 3. It is a unit tasked to attend to the delivery of food
letter of your choice. and beverage orders to the guest’s room?
A. Welcoming the guest
1. Who to serve first with a number of guest in the B. Table Set-up
table? C. Room Service
A. Gentlemen D. Flower Arrangement
B. Child 4. Using American service, which side of guest you
C. Host use when serving beverages?
D. Lady A. Right side
B. Front
2. When guest is seated, what is the item the server C. Left side
is removing from table and placing on guest lap? D. Top
A. Table Cloth 5. It is refers to the arrangement of the table such as
B. Napkin silverware, glassware and chinaware?
C. Dinner plate A. Flower Arrangement
D. Salt and pepper shaker B. Table Napkin Fold
C. Room Service
D. Table Set-up

Self-Check 1.1-1 Answer Key

1. B - Child
2. B - Napkin
3. C – Room Service
4. A – Right Side
5. D – Table Set-up

Information sheet 1.1-2

Learning objective:

After reading this Information Sheet, you must be able to identify the types of Table Setting.

TYPES OF TABLE SETTING

1. American Service  is a plated service because the food is already arranged in individual
plates to the kitchen and ready to serve to the guests.
2. Buffet Service  is a self-service because you are going to line up to get food at the buffet
table.
3. French Service  is a table side preparation because the food is prepare at the side of the
table of the guest with some showmanship.
4. Russian Service  is a platter service in which the food is being dish out to the individual
plates of the guest using a tong.
5. Waitering Services  it is a job in a restaurant
 Self-Check 1.1-2 3. Using American Service, which side of guest you use
when serving beverages?
Direction: Choose the correct answer and encircle the A. Front
letter of your choice. B. Top
1. It is a service in which a food is prepare at the side of C. Right side
the table of the guest with some showmanship? D. Left side
A. American Service 4. In Russian service, what tools they use in serving the
B. Russian Service food?
C. Filipino Service A. Fork
D. French Service B. Tong
2. Known as a self-service? C. Ladle
A. Filipino Service D. Spoon
B. Russian Service 5. What is the other term for American Service?
C. Buffet Service A. Self-service
D. American Service B. Platter service
C. Plated service
D. Family service

Self-Check 1.1-2 Answer Key

1. D – French Service
2. C – Buffet Service
3. C – Right Side
4. B - Tong
5. C – Plated Service

INFORMATION SHEET 1.1-3

SERVICES EQUIPMENT AND SUPPLIES/ PROPER USE AND MAINTENANCE

Objective: After reading the information sheet you must be able to know the List of Standard Services Equipment and
Supplies

PURPOSE . CHINAWARES SILVERWARES HOLLOWARES

For serving Fish plate Fish knife/fork for fish Supreme bowl for seafood cocktail
Appetizer Plate underliner for Scargo or cocktail fork for Showplate-underliner for appetizer
seafood cocktail seafood cocktail
For Soup Soup bowl with plate Soup spoon
as underliner

For Salad Salad bowl/ salad Salad fork/knife Salad containers for buffet
plate services
Main Course Dinner plate plate Dinner knife/fork Container of hot items for the buffet
Ceraeal bowl for Steak Knife
cereal Serving spoon and fork
Sizzling plates for
sizzling dishes
Bread Bread plate Bread knife or butter spreader Bread basket
Bread tong
Cups and saucer Teaspoon Coffee/Tea pot
For Coffee/Tea Sugar/Cream containers

SERVICES OPERATING EQUIPMENT

CHINAWARES
FLATWARES

HOLLOWARES
GLASSWARES

BAR SUPPLIES

Self-Check 1.1-2

Direction: Columns A and B are the tools and equipment use in dining. Match Column A with Column B.
COLUMN A COLUMN B
___________ 1. Container for Cube Ice A. Water Goblet G. Red Wine glass
___________ 2. Use for Water B. Tray
___________ 3. Use for serving Tea C. Ice Bucket
___________ 4. Use for Main Course D. Tea Pot
___________ 5. Use for bussing utensils E. Dinner Plate
F. Salad Plate
 Self-Check 1.1-2 Answer Key 4. E- Dinner Plate
1. C- Ice Bucket
5. B- Tray
2. A- Water Goblet

3. D- Tea Pot

FORM 2.1 SELF-ASSESSMENT CHECK

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary data or information which is essential in planning
training sessions. Please check the appropriate box of your answer to the questions below:
CORE COMPETENCIES

CAN I... YES NO

1. Welcome and greet guests

1.1 Guests are acknowledged as soon as they arrive ?

1.2 Guests are greeted with an appropriate welcome ?

1.3 Details of reservations are checked based on established

standard policy?

2. Seat the guest

2.1 Guests are escorted and seated according to table

allocations?

2.2 Tables are utilized according to the number of party.?

2.3 Guests are seated evenly among stations to control the

traffic flow of guests in the dining room?

2.4 Cloth napkins are opened for the guests when applicable?

2.5 Water is served when applicable, according to the

standards of the foodservice facility?

3. Take food and beverage orders

3.1 Guests are presented with the menu according to

established standard practice.?

3.2 Orders are taken completely in accordance with the

establishment’s standard procedures?

 3.3 Special requests and requirements are noted accurately?

3.4 Orders are repeated back to the guests to confirm items?

3.5 Tableware and cutlery appropriate for the menu choices

are provided and adjusted in accordance with
establishment procedures?
4. Liaise between kitchen and service areas

4.1 Orders are placed and sent to the kitchen promptly?

4.2 Quality of food is checked in accordance with

Establishment standards?

4.3 Tableware is checked for chips, marks, cleanliness, spills,

and drips?

4.4 Plates and/or trays are carried out safely?

4.5 Colleagues are advised promptly regarding readiness of
items for service?
4.6 Information about special requests, dietary or cultural
requirements is relayed accurately to kitchen where
appropriate?
4.7 Work technology are observed according to establishment
standard policy and procedures?

Evidences/Proof of Current Competencies

Form 2.2: Evidence of Current Competencies acquired related to Job/Occupation

Current Proof/Evidence Means of validating

Competencies

Standard Procedure in Welcome and Accomplish Standard Procedure Checked Standard Procedure
greet guests

Discuss the Proper procedure in Seat Decide Proper Procedure Checked Proper Procedure according to
the guest according to standard standard

Sequence in Take food and beverage Demonstrate take food and Checked take food and beverage orders
orders beverage orders

Know the Liaise between kitchen and Comply the Liaise between Not complied according to the Liaise
service areas kitchen and service areas between kitchen and service areas
 In reviewing the documents submitted by the prospective Trainee, the following should be considered:

1. Perform the sequence/procedure of:

 welcome and greet guest
 seat the guest
 take food and beverage orders
2. Compile the liaise between kitchen and service area of:
 their function and their uses
2. Date to be perform and submission
3. Final Performance and final submission

Identifying Training Gaps

Form the accomplished Self-Assessment Check (Form 2.1) and the evidences of the current competencies (Form 2.2),
Trainer will be able to identify what the training needs of the prospective trainee are.

Form 2.3 Summary of Current versus Required Competencies

Required Units of Current Competencies Training Gaps/Requirements

Competency/Learning outcomes
based on CBC

Standard Procedure in Welcome and Standard Procedure in Welcome

greet guests and greet guests

Discuss the Proper procedure in Seat

the guest

Sequence in Take food and beverage Sequence in Take food and

orders beverage orders

Know the Liaise between kitchen and Know the Liaise between kitchen
service areas and service areas
 JOB SHEET 2.1-1
Title : Standard Procedure, Tools and Equipment’s to be
use and the Menu Sequence of Taking Order
Performance Objective: At the end of the session the trainees will be
able to know standard procedure, to identify tools
and equipment to use in dining and demonstrate
menu sequence of taking order
Supplies: Handouts, Chinawares, Flatwares, Hollowares,
Glasswares, Menu, Pen, Order Slip
Equipment: : PC, Printer with ink, Projector, Trolley,
Table and Chair
Steps/Procedure:

1. Secure the Self-Assessment Check (Form 2.1) and the evidences of

current competencies (Form 2.2) of the trainee assigned to you.
2. Validate the evidences of current competencies.
3. Determine the training gaps using Form 2.3.
4. Convert the training gaps into training needs using Form 2.4.

Assessment Method:

Portfolio Assessment, Performance Criteria Checklist

Form no. 2.4. Training Needs

Training need Module Title/Module of Instruction

(Learning Outcomes)
Know the Liaise between kitchen and service areas Conduct Training in Work technology according to
establishment standard policy and procedures

Performance Criteria Checklist

Criteria Yes No
1. Evidences of current competencies are validated
2. Current competencies are identified
3. Discrepancies between current competencies and required competencies are
determined.
4. Training needs are completely listed.
 Activity Sheet
Title: Sequence of Food Services
Activities:
Performance Objective
1. To know the correct sequence of food services.
2. To be able to demonstrate the food services in fine dining area.

Supplies: Reading Materials

Equipment: PC printer with ink, Projector for Film Viewing
Steps/Procedure with Picture:

1. Welcoming and greeting the guest

2. Escorting
3. Seating the guest
4. Serving drinks
5. Presenting the menu
6. Taking orders
7. Placing order to the kitchen
8. Set-up the table (fine dining style)
9. Serving foods/orders
10. Bussing
11. Presenting and setting bills
12. Bidding goodbye

Assessment Method:

Portfolio Assessment, Performance criteria checklist

 TASK SHEET 1.4-6
Title : Construct the Correct Number
Performance Objective:Correct Sequence of Food Service
Supplies/Materials: TR, CBC, INTERNET
Equipment: PC, printer with ink
Direction:Arrange the following correct sequence of food services in order by each number. Write your answer in the
space provided.

____________ A. Bidding Goodbye

____________ B. Serving foods/orders
____________ C. Taking orders
____________ D. Presenting and setting bills
____________ E. Serving drinks
____________ F. Welcoming and greeting the guest
____________ G. Presenting the menu
____________ H. Escorting
____________ I. Set-up the table (fine dining style)
____________ J. Seating the guest
____________ K. Placing order to the kitchen
____________ L. Bussing
.

Performance Criteria Checklist for Constructing the Correct Number

Answer Key

A. – 12 Bidding Goodbye
B. – 9 Serving foods/orders
C. – 6 Taking orders
D. –11 Presenting and setting bills
E. – 4 Serving drinks
F. – 1 Welcoming and greeting the guest
G. – 5 Presenting the menu
H. – 2 Escorting
I. –8Set-up the table (fine dining style)
J. – 3 Seating the guest
K. – 7 Placing order to the kitchen
L. – 10 Bussing
 WORKSHOP LAYOUT
Food and Beverage Services NC II

Back door Supplies & Materials

Facilities/Equipment
Circulation Area

White Board Tool Cabinet Cabinet

Segregation Area

Learning Resource
Center

Bar Area Entrance

Legend:
Chair Tools and Equipment Cabinet

Table Bar Services