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6/2/2015 Food and Beverage Services NC II ­ CBLM: Module Title: Providing Food and Beverage Services NC II

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FOOD AND BEVERAGE SERVICES NC


II ‐ CBLM
T H I S MO DU LE CO NT A I NS I NFO R MA T I O N A ND LEA R NI NG A CT I V I T I ES I N P R O V I DI NG A LI NK
B ET W EEN K I T CH EN A ND S ER V I CE A R EA S A ND P R O V I DI NG FO O D A ND B EV ER A G E S ER V I CES . U P O N
CO MP LET I O N O F T H I S MO DU LE A ND Y O U FEEL CO NFI DENT T H A T Y O U H A V E H A D S U FFI CI ENT
P R A CT I CE, Y O U MA Y R EQ U ES T Y O U R T R A I NER T O A R R A NG E A N A P P O I NT MENT W I T H A
R EG I S T ER ED A S S ES S O R FO R Y O U R A S S ES S MENT . T H E R ES U LT S O F T H E A S S ES S MENT W I LL B E
R ECO R DED I N Y O U R CO MP ET ENCY A CH I EV EMENT R ECO R D.

WE D N E SD AY, JAN U ARY 14, 2009 FOL L OWERS

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HOW TO USE THIS COMPETENCY‐BASED LEARNING MATERIAL Members (18)

This is a Competency Based Learning Material for the Module


PROVIDING FOOD AND BEVERAGE SERVICES.

This learning material contains activities for you to complete. It


covers the knowledge, skills and attitudes required to complete the
competency.

Already a member? Sign in
You are required to go through a series of learning activities in order
to complete each of the learning outcomes of this module. In each
learning outcome, Learning Elements and Reference Materials are
BL OG ARCH I VE
available for your further reading to assist you in the required
activities. You are expected to accomplish all the required activities ▼  2009 (2)
and to answer the self‐check after each learning element. Please ▼  January (2)
note that you need to have 100% correct answers to each self‐check Module Title: Providing Food
to pass the activity. You are required to obtain answer sheets, which and Beverage Services...
are available from your trainer or at the end of each learning Module Title: Providing Link
element, to reflect answers for each self‐check. If you have Between Kitchen and S...
questions, please do not hesitate to ask your facilitator for
assistance.

Recognition of Prior Learning (RPL) ABOU T M E

TH E VOYAG E R
You may have acquired some or most of the knowledge and skills
V I EW MY CO MP LET E
covered in this learning material because you have:
P R O FI LE

• Actual experience on the job;


• Already completed training in this area.
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6/2/2015 Food and Beverage Services NC II ­ CBLM: Module Title: Providing Food and Beverage Services NC II

BENEFITS OF RPL
o Gives credit for knowledge and experience
o Reduces duplication of learning
o Reduces costs of obtaining formal credentials
o Gives immediate feedback and determines which competencies
need verification and testing
o Identifies training gaps
o Training (is individualized and results in a recognized certificate)
o Assists in professional development
o Allows for better use of time and resources
o Potentially saves on training costs

So, if you can demonstrate to your trainer that you are competent in
a particular skill, you do not have to do the same training again. Or,
if you feel you have the skills, talk to your trainer about having them
formally recognized. You may also show your Certificates of
Competence from previous training. And if your acquired skills are
still updated/relevant to the module, they may become part of the
evidence you can present for RPL.

A Record of achievement is also provided for your trainer to fill‐in


upon completion of this module.

This module was prepared to help you achieve the required


competency in providing a link between kitchen and service areas,
food and beverage services and room service. It will serve as a source
of information for you to acquire the required knowledge and skills
for Food and Beverage Services (NC II), with minimum supervision or
help from your trainer. This material will aid you in acquiring the
competency at your own pace, independently. To achieve the full
benefit of this module:

• Talk to your trainer and agree on how you will both organize your
training on this unit. Read through the Competency Based Learning
Material carefully. It is divided into sections which cover all the skills
and knowledge you need to successfully complete this module.

• Most probably, your trainer will also be your supervisor. He/She will
be there to support and show you the correct way to do things. Ask
for help if you need one.

• Your trainer will tell you about the important things you need to
consider when doing the activities. It is important you listen and take
notes.

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• You will have plenty of opportunities to ask questions and undergo


rigid practice. This will help you in achieving competency in your new
skill. Ample practice will improve your speed, memory and
confidence.

• Talk with more experienced colleagues and ask for guidance.

• Answer self‐checks at the end of each section to test your own


progress.

• When you finished each element and feel that you are ready,
demonstrate the activities outlined in the learning material to your
trainer.

• As your work through the activities, your trainer will be taking note
of your performance. He/She will be providing feedback on your
progress. Your readiness for assessment will be reflected in his/her
report, if and when you have successfully completed each element.

UNIT OF COMPETENCY: PROVIDE FOOD AND BEVERAGE SERVICES.

MODULE TITLE : PROVIDING FOOD AND BEVERAGE SERVICES.

Introduction

This module contains information and learning activities in providing


food and beverage service.

Upon completion of this module and you feel confident that you have
had sufficient practice, you may request your trainer to arrange an
appointment with a registered assessor for your assessment. The
results of the assessment will be recorded in your Competency
Achievement Record.

SUMMARY OF LEARNING OUTCOMES

At the end of this competency‐based learning material, the learners


are expected to meet the following learning outcomes:
PRE‐OPERATION

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1. Check dining and restaurant area facilities for cleanliness prior to


service.
2. Prepare dining room and make necessary adjustments for lighting,
room temperature, music, floor and other decorations to ensure
comfort and ambience for customers.
3. Arrange furniture in accordance with hotel/restaurant
requirements.
4. Check tables and their settings for stability and comfortable access
to service personnel
5. Check and prepare service equipment.
6. Check menu variations and daily specials with kitchen staff.

ASSESSMENT CRITERIA

1. Dining/Restaurant area and customer facilities are checked for


cleanliness prior to service and corrective actions are taken when
required.
1. Dining environment is prepared and adjusted to ensure comfort
and ambience to customers as appropriate.
2. Set up furniture in accordance with enterprise requirements,
bookings, customer requests, convenience and safety.
3. Equipment are checked and prepared for service.
4. Menu variations and daily specials are verified with kitchen staff
based on establishment policy and guidelines
5. Tables are set within the required timeframes in accordance with
establishment standards and/or customer’s special requests.

LEARNING EXPERIENCES

Activity Special Instruction

LEARNING ACTIVITY 1

Assign guests to their tables using


the prescribed restaurant lay out.

Refer to the information sheet and hand out.

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LEARNING ACTIVITY 3
Using the internet in analyzing the menu

See the module for instructions

LEARNING ACTIVITY 4

TABLE SETTING

Given the necessary information sheet with specific menu, arrange


the table set up.

Allocate time and give specific instruction in setting up the table.

LEARNING ACTIVITY 5

NAPKIN FOLDING
Given the specific name of napkin, fold it without looking from your
module

Allocate time and give specific instruction in napkin folding.

INFORMATION SHEET

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FOOD AND BEVERAGE SERVICE ATTENDANT

Food and beverage service attendant refers to the worker assigned in


the service of food and beverages to guests, also known as
waiter/waitress.

The first and most important requirement for a food and beverage
service attendant is to have knowledge on the tools, materials and
equipment necessary for service.

Flatware
1. Dinner Knife

2. Dinner Fork

3. Salad Knife

4. Dessert Fork

5. Fish Knife

6. Fish Fork

7. Cocktail Fork

8. Oyster Fork

9. Dessert Spoon

10. Soup Spoon

11. Tea Spoon

12. Coffee Spoon

13. Butter Knife

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Carafe ‐ 1/2 liter (for service of wine or water)

Irish Coffee glass

Cocktail or Coupe Glass


Red Wine Glass Champagne Saucer (Used for sparkling wines or for
serving some appetizers or sweets) Tumbler or Water Glass
Fortified Wine Glass (Sherry, Port) White Wine Glass Champagne
Flute

The food and beverage service attendant must also be familiarized on


the dinning area and must be able to arrange the area as required by
the customer.

Activity Number One

Given the following details below, assign customers with the proper
table by writing the assigned number to the table in the restaurant
layout on the next page.

1. couple (non‐smoking)

2. Family with six members (non smoking)

3. a group of four ladies (smoking)

4. a couple with disabled wife (no preference yet)

5. A couple with one two‐year old kid.

6. Pres. Gloria M. Arroyo and her ten cabinet members

Things to consider:

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LAY OUT OF A FINE DINING RESTAURANT


(Use this for the activity)

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TABLE SETTING
A fine dining restaurant and a family restaurant both provide food
and beverages.
Each of these establishments will have different styles of menus,
restaurant service and table set up. The décor and layout of the
restaurants will also differ.

THE COVER

The cover is the total space needed to set one complete setup for a
guest.

The space is about 24 inches depending on the type of service. For


traditional ala carte that would use show plate, definitely the cover
should be more than the size of the show plate.

Cover

THE LINEN

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1. If the silence pad is used, it should be placed evenly on the table


so that the edges do not hang down below the tablecloth.
2. The table cloth is laid over the silence pad or directly over the
table.
3. Fold the table cloth into four folds and spread evenly on the table
(your trainer will demonstrate it to you).
4. The linen should be free from holes and stains.

THE SILVERWARES

1. Dinner Knife and dinner fork should be laid about 11‐ 12 inches
apart so that the dinner plate may be placed easily between them.

1 inch from the edge

11 ‐ 12 inches apart

2. The remaining silver wares should be placed to the right of the


knife and to the left of the fork in order of which to be used.

3. The handle should be perpendicular to the table and 1 inch from


the edge of the table.

4. Bread and butter knife is placed either over the bread and butter
plate either parallel or perpendicular to the edge if the table.

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5. Oyster fork is placed to the extreme right of the cover.

6. Silverwares for dessert are placed just before the dessert course is
served or on the top of the cover.

THE CHINAWARE

1. Bread and butter plate is placed at the left of the cover, directly
above the tines of the dinner fork or at the extreme left side of the
cover if there is enough space.

Bread & butter plate

2. Sugar bowls and salt & pepper shakers are generally placed in the
center of the table. If the table is good for two persons, these are to
be placed at the side near the wall.

ACTIVITY NUMBER TWO


Gather information about Max’s Restaurant and a Restaurant from
one five star hotels (may use internet to see the details).
Consider these two types of restaurants and describe the
establishment using the following headings as a guide:
Max’s Restaurant Address:
_________________________________________

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Restaurant (in a Hotel) Address:


____________________________________

Menu
A. Style of Menu/Cuisine
__________________________________________________________
__________________________________________________________
__________________________________________________________
____________
B. Price range
__________________________________________________________
__________________________________________________________
__________________________________________________________
____________
C. Terminology used
__________________________________________________________
__________________________________________________________
__________________________________________________________
____________
Dining Area
A. Description of establishment
__________________________________________________________
__________________________________________________________
__________________________________________________________
____________
B. Décor
__________________________________________________________
__________________________________________________________
__________________________________________________________
____________

C. Capacity
__________________________________________________________
__________________________________________________________
__________________________________________________________
____________
D. Restaurant layout
Max’s Layout Restaurant’s Layout

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E. Table set up used

GUIDE IN FORMAL TABLE SETTING


The general principle in table set up is to use the outermost utensil or
utensils, as necessary, one set for each course.
For a formal place setting, you will set up silverware as the menu
needs, arranged in precisely the right order.
Consider the following points:
Oysters, as appetizer
Use the small fork placed at the right of the soupspoon. This is the
one exception to the rule of placing forks to the left of the plate.

Soup
The soupspoon is commonly the only spoon provided for the initial
place setting.

Salad
Note the thicker tine at the left of the fork, which strengthens the
tool ‐‐ for right handed people ‐‐ for use in cutting large salad greens
without having to resort to the knife.

Fish
Both a fork and a knife are provided for fish. Sometimes the fish

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knife has a silver blade, because fish, which is often served with
lemon, reacts with the steel in old knife blades, causing an
unpleasant taste. The fish fork is usually shorter than the dinner fork.

Meat /Main dish


The inner fork and knife are provided for the main course.

Dessert
In this case, the dessert utensils will be brought in with the dessert.
However, you may encounter the dessert spoon ‐‐ and fork, if needed
‐‐ as part of the initial place setting. They would be placed
horizontally over the plate and parallel to each other, with the bowl
of the spoon pointing to the left and the tines of the fork pointing
right. When coffee and tea are served, a teaspoon will be provided; it
is brought in on the saucer.

SAMPLES OF THE TABLE SET UP

Note: Table set up will vary may be because of the following points:
1. Type of service
a. Russian
b. French
c. American
d. British
e. Buffet
2. Types of menu
a. table d’hote
b. a la carte
c. buffet
d. function menu (for banquet)
e. breakfast (continental menu / American, etc.)
3. Number of courses to be served
a. appetizer
b. soup
c. salad
d. main course
e. dessert
f. coffee / tea
4. House rules (set by the establishment) ‐ Standard Operating
Procedures (SOPs) used by the establishment. Usually use to align
with the custom of the customers being catered.

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This picture shows how waiter sets water goblet on the table.

The waiter shows the proper way of carrying plate with utensils.

ACTIVITY NUMBER THREE

Listed below is the food ordered by guest. Arrange the necessary


mise‐en‐place first then your trainer will instruct you to set up the
table.

Appetizer : Oyster in Asian Style


Soup : Cream of Asparagus
Salad : Tossed Green Salad with Thousand Island
Dressing

Main course : Pork Belly in Apple Sauce

Dessert : Hummingbird Cake

Beverages : Coffee
Wine
Water

CHECKLIST: Are table appointments properly set?

TABLE APPOINTMENTS YES NO

Dinner Napkin

Dinner Fork

Dinner Knife

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Salad Fork

Oyster Fork

Coffee cup and saucer

Teaspoon

Water Goblet

Wine Glass

Dessert Fork

Soup Spoon

Dessert Spoon

Signature of the Trainee: _______________________ Date:


___________

Trainer: ______________________________________ Date:


___________

NAPKIN FOLDING
The final presentation on the table setting is the napkin fold.
Restaurants will either use paper or linen napkins, linen being mostly
used in more up market restaurants due to laundry costs. Paper
napkins are available in a number of sizes and colors and the degree
of thickness is indicated by the numbers of "Ply" (one, two and three
ply serviettes are the most common).
Napkins should be folded with clean hands, and away from the set
table to avoid disturbing the set cutlery.
When selecting a napkin fold, the following considerations known as

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the acronym ‘HATS’, apply


Hygiene Handling
There is a trend towards simple folds to lessen handling of the napkin
by the waiter, to improve hygiene
Appearance
Select a fold to suit décor and table setting. Some folds are suitable
for placing in wine glasses or bread baskets, but most are designed to
sit in the centre of the cover, on a show plate or on the side place.
Time
Simplicity in style reduces staff costs.
Storage
Some folds have the advantage that they can be folded in quiet times
and stored.

Your trainer will demonstrate at least ten basic napkin folds. Watch
and apply as your trainer instructs you to do it. On the succeeding
pages, there are some samples.

ACTIVITY NUMBER FOUR


Write the name of napkin fold & demonstrate how to fold it to your
trainer. The trainer will check whether you performed it correctly or
not.
NAME YES NO

1.

2.

3.

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4.

5.

6.

7.

8.

9.

10.

Competent: _________________ Not Competent:


_________________
Date: ______________________ Signature of trainee:
_______________

TYPES OF SERVICE

1. RUSSIAN SERVICE
CHARACTERISTICS
1. In RUSSIAN SERVICE the meat is precut in the kitchen and then
rearranged on the platter. It is also known as platter service.
Examples:
A. Experienced chefs precut racks of venison, but put the meat back
onto the bones so it looks like a whole rack.
B. A whole piglet is carved in the kitchen but put back together so it
could be shown as a whole in one piece.
C. The chefs portioned a goose in the kitchen but carefully served on
a platter looking like a whole one.
D. The same is done with a whole fillet of beef or a whole fish. If it
is filleted and put back onto the platter so it looks like a whole, all
done in the kitchen prior to serving.
2. The cooks always do a nicer job to carve and garnish platters, than
most waiters, the waiters has to know the procedures also. For
banquets this was the preferred way and it allows a speedy service
without rechauds straight from the platter onto the patron's plates.
2. FRENCH SERVICE
FRENCH SERVICE calls for a much table‐side‐work.
Characteristics
1. The food cooked to perfection and garnished with much care is
brought on show platters to the guest.
2. Most of the carving and portioning were done in front of the guest.

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Such still includes the skillful cutting of a whole fillet a la Wellington


in front of the guest. The carving of an entrecote double at a table is
also typical for FRENCH SERVICE, so are the cooking and flaming of a
steak Diane at the patron's table.

3. BRITISH SERVICE
There used to be another type the BRITISH SERVICE, by which big
platters and tureens were placed onto the table in front of the guest.
After initially being assisted by the waiters, these guests helped
themselves. Another most likely British invention is still known as
BUTLER style, that's when canapés and other hors d'oeuvres are
placed in the hands of servers who offer these to the guests as they
pass by.

4. BUFFET SERVICE
DO YOU KNOW THAT?...
Before portion‐controlled food became worldwide the norm, all food
is loaded in the kitchen by the cooks in a large show platters. In
Germany these heavy silver‐plated platters are appropriately called
Hotel‐Silber (silver for hotel use).
The chefs create all displays on Hotel‐Silber show platters, artistically
garnishing the same. These platters, hot for hot food and cold for
cold food, are carried to the dining rooms by the kitchen waiters
often called back‐waiters.

THINGS TO REMEMBER IN BUFFET SERVICE


1. Serve at different heights ‐ Use stacked plates or servers to give
some height to platters, with higher things at the back of the table
and lower ones at the front. This adds visual interest and helps with
traffic flow.
2. Go in order ‐ Never put silverware, if you're using it, at the
beginning of the line or buffet. It's one more thing for people to hold
as they navigate through the food selection. Always put it at the end,
on a separate table if possible. Sometimes utensils are already set on
the dining table.
3. Multiples of everything ‐ Fan out several piles of cocktail napkins
or small plates; you want more than one pile so guests don't have to
wait behind someone else to just reach in and snag a plate or napkin.
4. Keep platters/chaffing dishes filled ‐ Nothing's worse than a picked
over tray, half‐empty. Use smaller platters or serving trays, and have
several of them ready in the kitchen..
5. Waste disposal ‐ Put at least one trash can under your serving
table, or to the right side. Try to think like a guest and predict when
and where they will end up with an empty plate or glass, and put a
trash can or bin for glasses there.

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6. Choose color carefully ‐ If you're serving saucy things, avoid white


tablecloths. But dark tablecloths show crumbs and smeared icing even
more, so judge according to what you're serving. (Your trainer will
teach you how to decorate the table, cover it with a cloth (table
skirting).

Note: The buffet set up is arranged from lightest to the heaviest.


Example, cereals (rice or pasta), vegetable, seafood, chicken
(poultry), beef then pork.
Should be arranged in the following order:
1. Soup with bread
2. Salad
3. Main course
4. Dessert
5. Beverages
Your trainer will demonstrate how to arrange them on the buffet
table, and then you will apply.

5. AMERICAN SERVICE
Most of the fine dining restaurants use the American service.
American service is commonly used because of its simplicity yet
elegant service. The food is prepared in the kitchen and arrange on
the plate which is to be served directly to the guest, It is also called a
plate service.

SUMMARY OF LEARNING OUTCOMES

At the end of this competency‐based learning material, the learners


are expected to meet the following learning outcomes:

DURING OPERATION

1. Welcome guest in accordance with establishment’s standards.


2. Escort and seat guests according to table allocation.
3. Offer available pre‐meal (cocktail service, etc) services to guests
4. Present menu and drink list and provide clear information to the
guests (menu choices and options, daily specials, etc)
5. Answer guests’ query/ queries on menu items correctly and
courteously.
6. Take orders accurately using format required by the hotel

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standards and convey them promptly to the kitchen and/or bar.


7. Relay information about any special request, dietary or cultural
requirements to the kitchen/ bar when appropriate.
8. Provide and adjust table set‐ups suitable for menu choices in
accordance with hotel standards.
9. Monitor flow of service and meal delivery.
10. Recognize and follow up promptly any delays or deficiencies on
services.
11. Advise and assure guests that delays and problems will be fixed
immediately.
12. Check accuracy of orders promptly from service counter before
transferring them to service trays.
13. Serve food and beverage correctly and courteously.
14. Ask the guest for additional orders, if any.
15. Clean and clear tables, cutleries and cookery at the most
appropriate time.
16. Process account in accordance with hotel procedures.
17. Check whether items in the bills are correct.
18. Organize and present bill to the guest upon request.
19. Remove soiled glass‐wares and napkins using tray and place them
in appropriate areas.
20. Replace table cloth and/or placemats.

Assessment Criteria
1. Tables are dressed according to establishment standard procedures
and/or any approved special requirements
2. Cleanliness and condition of tables are checked prior to service
3. Items below establishment standards are removed, cleaned or
replaced based on relevant guidelines
4. Customers are welcomed upon arrival in accordance with
establishment customer service standards
5. Details of reservations are checked based on established service
industry standard policy
6. Available pre‐meal services are offered if appropriate
7. Customers are escorted and seated according to table allocations
8. Menus and drink lists are presented to customers
9. Information for customers are provided in clear explanations and
descriptions
10. Orders are taken and recorded accurately with minimal disruption
to customers
11. Recommendations and suggestions are made to assist customers
with drink and meal selections
12. Customer questions on menu items are answered correctly and
courteously in accordance with enterprise policy
13. Information about any special requests, dietary or cultural

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requirements are relayed accurately to kitchen where appropriate


14. Ordering systems are operated correctly in accordance with
establishment procedures
15. Glassware, service ware and cutlery suitable for menu choices are
provided and adjusted in accordance with establishment procedures
16. Food and beverage selections are collected promptly from service
areas, checked for presentation and conveyed to customers safely
17. Flow of service and meal delivery is monitored in accordance with
enterprise procedures
18. Delays or deficiencies in service are recognized and followed up
promptly based on enterprise policy
19. Food and beverage are served courteously in accordance with
establishment standards and hygiene requirements
20. Additional food and beverage are offered and served at the
appropriate times
21. Tables are cleared of crockery, cutlery and glassware at the
appropriate time and with minimal disruption to customers
22. Accounts are organized, presented and processed in accordance
with establishment procedures
23. Bid goodbye to guests courteously from the restaurant/dining are
and table appointments are re‐set

LEARNING EXPERIENCES

Activity
Special Instruction
LEARNING ACTIVITY 6

ROLE PLAY WELCOMING THE GUEST. Following the steps prescribed


in this module.

It will be done by pair of learners.

LEARNING ACTIVITY 7

ORDER TAKING:
Use the Docket Writing
Refer to the module for reference on how to use the docket writing.

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LEARNING ACTIVITY 8

Role play the following:

a. Serving the guest


b. Clearing the table
c. Bill presentation
d. Resetting the table

Refer to your module to perform these tasks properly

INFORMATION SHEET

It is said that customer is the life‐blood of the business, without the


customer, there will be no business at all. Customers upon entrance
to the establishment must be greeted properly to create the first
positive impression.
We should acknowledge the arrival of the customers following the the
5‐foot/10‐foot rules.
5‐Foot Rule
If the customer is 5 feet away from you, greet him verbally with
warm and pleasing welcome.
10‐Foot Rule
When arriving guest is 10 feet away or more from you, acknowledge
them by warm gestures like waving of hands and sincere smile.

STEPS IN WELCOMING THE GUESTS


1. Greet them using the 5‐foot / 10‐foot rule.
2. Lead them to the preferred or reserved table.
3. Assist them in sitting.

4. Unfold the napkin

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5. Pour ice cold water


6. Introduce yourself and present the menu. The menu should be
presented facing the guest and it must be opened.

ACTIVITY NUMBER FIVE


Demonstrate “welcoming the guests” using the criteria below.
Choose your partner and let your trainer assess your performance.

NAME OF CANDIDATE: ____________________________________

The Candidate must show that….


YES
NO
1. Greeted the customer using the 5‐foot/10‐foot rule.
2. Asked the status of reservation or table preference if any.
3. Assisted the guest in seating. Pulled the chair gently and pushed
back slowly.
4. Unfolded the napkin placed on the guest’s lap properly without
touching the guest.
5. Poured water properly, without spills.
6. Presented the menu correctly.

_____ COMPETENT ______NOT COMPETENT

______________________ ___________________
Signature of Candidate Signature of Trainer

Date assessed: _____________________________________

TAKE AND PROCESS ORDERS

The procedure of order taking is one of the skills needed by a food


and beverage service attendant.

STEPS IN TAKING GUEST’S ORDERS


1. Approach the guest and introduce your self as food & beverage
service attendant.
2. Take beverage orders first, if there is a host, take orders from the
host.
3. If couple, take orders from the lady first unless she tells you to ask
orders from the gentleman.
4. Recommend specialty of the house or chef’s recommendation.

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5. Suggest wine to complement the food ordered.


6. Explain the method of preparation and ingredients if necessary,
thus product knowledge is very important.
7. If the order is not heard properly, slightly bend your body towards
the guest and ask the guest to repeat.
8. Don’t forget to repeat orders before leaving the table.
9. Tell how long it will take before you can serve the food ordered.
10. After taking the order, set the table or rectify the table setup
based on the food ordered.

How to approach the table?

The food service attendant should approach a table within the first
minute. This is the first impression you will make on your guests.
Make sure that you are professional and neat. Smile, make eye
contact and greet the customers, giving your name to customers as
stated in the previous guidelines.

REMEMBER…

Any special services, which the res¬taurant provides, that may be


useful to the customer should be ex¬plained to him or her as the
occasion arises. A few examples include:

1. A customer may want rapid service just before leaving on an early


morning flight. When the restaurant has counter as well as table
service, the customer should be told that he or she can be served
more quickly if he or she is seated at the counter.

2. A mother may ask for an extra plate so that she may share her
lunch with her child. When children’s service is available with a
special food selection, smaller portions and lower prices, this service
should be explained to her.

3. If a customer praises the hot homemade rolls and the restaurant


makes these available for takeout orders, offer this service to the
customer.

4. When a customer comments on the attractiveness of the


court¬yard, he or she may be told that dinners are served there under
the trees during the summer months.

How to take a drink order

When the waiter approaches the table for the first time, he or she

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should ask if anyone would like a drink. The server may want to
make a suggestion or simply provide the customers with some
information on what types of soft drinks or beers the restaurant
carries. Be sure servers know their drink names for this exchange; the
guest that orders a vodka martini up with a twist will be mad if he or
she receives a gin martini on the rocks! This is also a good time to
tell the table about any specials.

Serving the drinks

Drinks should be served quickly. Make sure your servers put cocktail
napkins under drink glasses. At this point, the server can ask if they
are ready to order. If the table isn’t ready, the server should check
back with them within a reasonable amount of time. Tell your servers
to look for clues that the table is ready. The most obvious clue is that
everyone has closed the menus.

Explaining the menu

The server should be thoroughly famil¬iar with the menu contents, its
arrangement and its prices. To illustrate:

1. Frequently, a new customer is confused as to where to find certain


items on the unfamiliar menu. The server should be quick to sense
this uncertainty and to offer requested assistance in finding the
desired articles.

2. Sometimes the customer fails to notice “specials” or some other


featured group of foods on the menu. The server may tactfully
indicate these to him.

3. A foreign name or an unfamiliar term on the menu may be


per¬plexing to the reader. In response to her inquiry, a simple
explanation of the meaning of the term or a description of the
contents of the dish will be appreciated. The server should give such
explanations graciously with an attitude of helpfulness, and never
patronizingly or curtly.

4. A customer with poor eyesight may have difficulty in reading the


menu. The server could read the items to him and write his order.

Taking the food order

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Normal etiquette dictates that you start with the women at the table.
If there are children, it is also appropriate to start with them. Again,
take clues from the table. If one woman is obviously undecided, you
may make her uncomfortable by insisting she place her order first.
Let the others order, then come back to her. Make sure your servers
have a thorough knowledge of the menu and can answer any
questions about menu item preparation. They may also make
recommendations at this point, if the customer asks or seems unsure.

Docket Writing
There are many new restaurants utilizing computerized order systems
as a means to simplify both the processing of meals as well as stock
control. Whichever system your establishment uses you will have to be
able to understand and follow how a docket is written.

Numbering system
At the beginning of service you must know how the tables are
numbered and the position numbers of each guest.
Points to consider:
• Guest number one is usually seated closest to the front or kitchen
door
• Number all other guests clockwise around the table
• Round tables; the seam of the tablecloth is placed towards the
number one position.

Activity Number Six


You are a food service attendant designated to Table 10. At 7.30pm
you take a dinner order from 4 guests at table 10. The order is as
follows:
1. Antipasto, Lobster Bisque, Grilled Tuna Steak
2. Antipasto, Fillet Mignon Béarnaise (med).
3. Carpaccio of Ocean Trout, French Onion Soup, Fillet Mignon
Béarnaise (rare ‐ no veg. + side salad/vinaigrette)
4. Lobster Bisque, Rack of Lamb
Practice your docket writing skills: Write the dinner order in the
correct format on the docket.

SERVE FOODS AND BEVERAGES

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Serving Order

Before serving the food, be sure that the necessary tools for eating
the specific order are already placed on the table. Sometimes these
tools bring to the table together with the food. It is advisable to
setup the table while the food is being prepared in the kitchen.

At a formal restaurant or banquet, food should be presented to guests


in the following order:

a. guest of honor,
b. female guests,
c. male guests,
d. hostess,
e. host.

1. Dishes can be presented to guests in the order of their seats,


starting at the host's right (guest of honor;

2. Dishes may be presented in order of seniority, starting with the


most influential and proceeding down to the least prominent guest.

3. The food service attendant should know the order of service ahead
of time, he/she should coordinate with the host.

4. In restaurants, most groups include neither guest of honor nor


hosts, so the meals will simply be served first to the women, then to
the men.

5. In addition to that, in some dining situations wherein children are


involved, children are usually served first before the ladies.

From the Left

In general, the diner is approached from the left for three purposes:

1. To present platters of food, from which the waiter will serve or


the diner will help herself/himself; this is used in Russian service.
2. To place side dishes such as vegetables or dinner rolls;
3. To clear the side dishes, those were placed from the left.

NOTE:

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The reason most often given for this is most people are right handed.
So, for example, when a waiter must use his right hand to serve from
a platter, it is least intrusive if he stands to the left. This way, the
platter can be held safely away from the guest as the waiter leans
forward (slightly) to reach her plate. And, in the case of placing side
dishes, it makes most sense to put them to the side which is less in
focus, leaving the right side free for the main dish.

And from the Right

1. These days it is nearly universal practice, even in very formal


circumstances, for food to arrive already arranged on the plate
(Plated Service). Pre‐plated food (except for side dishes), as well as
empty plates and clean utensils brought in preparation for upcoming
courses, are always placed from the guest's right side. At the end of
the course, these plates are also cleared from the right.

Note: It is also approved by the social custom to serve all foods from
the left and beverages from the right. For the standard operating
procedure of the establishment, the management may choose one
from the two approaches. (see Arduser and Brown, The Waiter,
Waitress and Wait staff Training handbook, pp 66 ‐67).
2. Wine (and all beverages) are presented and poured from the right.
This is a logical approach, since glassware is set above and to the
right of the guest's plate, and trying to pour from the left would force
the server to reach in front of the diner.
Clearing Order
Just as the ideal of service is to present each course to the entire
party at once, it is best to clear the plates at the same time, too. It
has become common for waiters to remove plates as each guest
finishes, in violation of this rule of serving etiquette, perhaps because
it can be interpreted as extreme attentiveness on the part of the
waiter. Nevertheless, the rule holds firm. (Your trainer will
demonstrate how to clear the plates from the table).

ALWAYS REMEMBER
1. Drinks should be served first. In serving drinks, a bar tray or round
tray is used.
2. After order taking, be sure to set up utensils needed for the
courses ordered before serving them. Rectangular tray is used to
serve foods.
3. Foods are served in the following order:
a. appetizer
b. soup (served with rolls)

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c. salad
d. main course
e. dessert
f. after dinner drinks (coffee or tea)
4. Serving wine could be done:
a. before meal ( aperitif)
b. during meal (complement with main course)
c. after meal ( dessert wine)
5. Before presenting the bill, ask for any additional order first.
6. Presenting the bill should be done immediately after the guest
asked for it. The waiter should mention the amount received from
the guest, for example, “Sir, I received P5000.00, please wait for
your change”.
7. Water glass should not be removed while the guest is on the table.
Continue service by pouring water.
8. Send the guest off and wish them to come back.

JOB DESCRIPTION OF THE FOOD AND BEVERAGE SERVICE ATTENDANT

JOB TITLE : Food and Beverage Service Attendant

PLACE OF WORK : IS Cafe

GENERAL DUTIES : To work in the assigned station and keep up the


standard of service and cleanliness of the restaurant.

HOURS OF WORK : According to the schedule of duty.

RESPONSIBLE TO : Captain/ Hostess

RESPONSIBLE FOR : Busboy/ Busgirl

MAIN DUTIES : ‐ Take and serve food and beverage orders.


‐ Keep up the standard of the service.
‐ To report any incident to the captain waiter.
‐ To change the linen.
‐ To set up the restaurant.
‐ Collection of storeroom requisition.
‐ Any other duties assigned by the Manager.

ACTIVITY NUMBER SEVEN


Using the menu listed below set up the table and serve the guest.
After serving the guest, present the bill and reset the table for the

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next guest.

Appetizer : Oyster in Asian Style


Soup : Cream of Asparagus
Salad : Tossed Green Salad with Thousand
Island Dressing

Main course : Pork Belly in Apple Sauce

Dessert : Hummingbird Cake

Beverages : Coffee
Wine
Water

Candidate name:
Assessor name:
Demonstration & Questioning: Providing Food and Beverage Services
Qualification: Food and Beverage Services NC II
Date of assessment:
Time of assessment:
Instructions for demonstration

Given the necessary materials, tools and equipment, the candidate


must be able provide food and beverage service to a specific guest.
Materials and equipment (Please refer to the Module)
to show if evidence is demonstrated
During the demonstration of skills, did the candidate: Yes No N/A
1. Greet the guest ‐ acknowledge the arrival of the guest*
2. Determine the status of the guest / Suggest a proper table
3. Escort the guest to the preferred/reserved table.
4. Assist the guest in seating (pull the chair gently and push back
carefully).
5. Unfold the napkin and placed on the guest’s lap.
6. Pour water properly on the water goblet.
7. Present the menu on the proper side – open and present smartly.

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8. Give time for the guest to choose items from the menu.
9. Apply suggestive selling techniques.
10. Take orders in proper sequence.
11. Repeat the orders.
12. Serve the beverages properly.
13. Rectify the set up according to orders.
14. Serve foods properly.
15. Ask guest for additional orders.
16. Clear tools and utensils as needed.
17. Present the bill correctly.
18. Assist the departing guest.
The candidate’s demonstration was:
Satisfactory Not Satisfactory

ACTIVITY NUMBER EIGHT

Read the story about the waiter’s nightmare and discuss with the
group the positive and negative traits showed by the food and
beverage service attendant. Your trainer will instruct you to narrate
the story and he will ask for some explanations pertaining to the
waiter’s performance.
Use the form below in assessing the waiter’s performance.
Strengths (positive traits of waiter)
1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________
5. ______________________________________
6. ______________________________________
7. ______________________________________
8. ______________________________________
9. ______________________________________
10. ______________________________________
Weaknesses (negative traits)
1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________
5. ______________________________________
6. ______________________________________
7. ______________________________________
8. ______________________________________
9. ______________________________________
10. ______________________________________
Course of Actions (areas for improvement & how to improve them)

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1. ______________________________________
______________________________________
______________________________________

2. ______________________________________
______________________________________
______________________________________
3. ______________________________________
______________________________________
______________________________________

A WAITER'S NIGHTMARE

I had a group of six who had been drinking before they got to us.
They were greeted and seated and menus handed to each of them. A
colleague, who had teamed up with me for the evening, brought one
order of bar‐drinks to them.
I took their dinner and wine order at the same time. They ordered a
bottle of Free mark Abbey Merlot and I served the wine. None in the
group wanted an appetizer or salad as such. All they ordered was one
course. They told me several times "We aren't hungry, we have been
snacking all day!" This did not bother me. I get this, on and off, that
people come in for an appetizer only, or dessert and occasionally just
for drinks.
I posted their order on the pick‐up‐wheel in the kitchen and took care
of my other tables. Within twenty minutes their food‐order was
prepared and I served it. There were: An angel hair pasta with pesto
sauce, a Caesar salad, a duck salad, a cup of asparagus soup, a
shrimp cocktail and a regular tossed salad.

One of the customers ordered more wine and a round of cocktails at


the same time. I checked with these guests twice as they were eating
their meal. This was nothing else but the normal routine, to see if
everything was right and according to their wishes. They seemed to
be happy with their food.

However, then, as I walked by again, one guest grabbed my arm and


got all my attention. For two reasons: One, I was carrying a tray
filled with food for another table, which I nearly dropped; Two, he
didn't let go till I told him to take his hands of me. It was the fellow
who had had the duck salad.

He did not apologize for his rude behavior but pointed at a single
little piece of meat left on his plate. "This is no duck! That's beef!"

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He argued.

"This has to be a joke." I thought and, "His timing is certainly off!"


But he was serious. He was persistent and repeated the question "How
come, you pass beef of as duck?" several times in a loud voice, which
drew the attention of all the surrounding tables. I gathered "This is
no joking matter anymore." I tried to get out of the by the guest
anticipated argument. Whether this tiny piece of meat came from
one two legged or a four hoofed farm animal did not even matter to
me right then. What mattered was, that I did not want to get into
any argument. I said therefore, "Let me take this back to the kitchen
and check with the chef." So I did.
The talk in the kitchen was one‐sided. The chef thought I was trying
to pull his leg. He told me "I do not think it is funny!" When he
realized that I indeed had a guest who insisted that the meat used in
the duck salad, was beef and not duck, our chef lost his even temper.
To escape harms way and flying frying pans. I decided at once to
leave the kitchen and the infallibly all mighty chef.
At the complaining guest's table I translated the chef's words into:
"I'm sorry to hear you are unhappy. Still, the salad must have tasted
good. You did eat it, all of it but one little scrap. I checked with the
chef and let me assure you we don't use substitutes. Our duck salad is
made with duck breast."

"Don't give me this b.s., that was beef and I want to know why there
is beef in the duck salad?" The customer was stubborn. To resolve the
problem, which was not the salad anymore, but to have to argue with
a guest, I went one step further. "Sir if I take this salad off your
check, will this satisfy you?" I thought I heard a "Yes!"

So that is what I did. I took the salad in question off the guest's
check. (Where I worked at the time, we were allowed to mark items
which were unsatisfactory as N/C on the check. N/C standing for no
charge. This was within the policy the guest is always right.)
I thought it was handled correctly. And therefore I was under the
impression that there would be no further problems with this table.
The guests sounded happy, making jokes and laughing. I was getting
busy with other tables. Less than half an hour after I had successfully
solved the duck salad problem, at least so I thought, they called me
over to their table.

Now the same fellow who had the duck salad earlier started over
again with his earlier question: "Why did you put beef into my duck
salad?" Politely I reminded the guest that I thought we settled this.
He did not want to listen. Nevertheless, he kept on telling me and

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everybody who wanted to hear it all sorts of things. None had


anything to do with me or the restaurant. I noticed this fellow had
enough to drink.
When he ordered another drink, I decided to serve this troublemaker
no more booze. I also went to add up this table's check. They paid up
and there was no problem.

A short while later, a certain customer walked up to the bar, where


the chef was talking to the bartender. The drunk fellow did not wait
but butted into the conversation. He told the bartender to give him a
drink. Then looking at the chef said, "So you are the cook who
replaced the duck with beef in my salad?" The chef was speechless
first. After the guest added, "Aren't you or who did it?" the chef was
trying to defend himself. The bartender was on the chef's side. And
the guest who was feeling no pain was enjoying his position accusing
both of conspiring against him. I heard them arguing. It would have
been funny, but it was not the way the guest relationship in a fine
restaurant should be. The bartender told me to put another drink
onto the guest's bill. So I advised him, "This gentleman behaves like
he had had enough to drink!"

I barely finished saying, what I was saying. The bartender, with a


smooth backhand, swiped the guest's glass from right in front of him.
The guest looked angry at me. However, without argument he
followed my suggestion "Sir! Kindly go back to your table to your
group of people! You had enough to drink! I am sorry but we are not
going to serve you any more alcohol tonight."
The group was leaving. Five of the six were leaving. The bartender
had gone to the bathroom and returning to his bar found my guest
behind his bar. Our bartender called me to witness the situation. He
was ready to get his hands on this s.o.b. and he expressed, "It will be
my pleasure to eighty‐six this fellow from behind my bar!"

I cautioned the bartender not to overreact and asked him to let me


deal with the situation. With an angry voice I told my guest off: "Sir! I
want you to leave this establishment right now!"

"I want you out of this door and don't come back until you are sober!"
I saw him hesitating, so added: "If you don't go right now. I shall call
the police to remove you from our restaurant!" He looked in my
direction. His face reflected surprise, recognition, and suddenly
enlightenment changed his facial impression. I knew he understood
now. He headed from behind the bar straight for the front door and
out the same. He was in a great hurry.

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I knew I had handled the situation the right way. This customer, who
had interrupted the steady flow of the night's business, finally had
decided to leave at once. He had taken my advice and listened to me,
so I thought. Until I turned around and saw a smiling bartender
reading the autographs on his baseball bat.

SUMMARY OF LEARNING OUTCOMES

At the end of this competency‐based learning material, the learners


are expected to meet the following learning outcomes:

POST OPERATION

1. Report losses indicating the items and how they got lost.
2. Handle complaints by listening attentively to the guest
3. Refer guest complaints to supervisors or managers
4. Provide feedback to guest on action taken
5. Sanitize tables, chairs, and waiters’ station
6. Collect all silver wares, flat wares, glass wares, cutleries and the
likes and place them in allocated storage areas.
7. Provide information logbook to note the events of the day (e.g.
service evaluation, handover, complaints, action taken, sales of the
day, etc).

ASSESSMENT CRITERIA

1. Equipment are stored and/or prepared for the next service in


accordance with establishment procedures.

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2. Restaurant/dining area is cleared, cleaned or dismantled in


accordance with establishment procedures and safety requirements
3. Re‐set tables correctly for the next service in accordance with
procedures and requirements.
4. Services are reviewed and evaluated with colleagues identifying
possible improvements.

LEARNING EXPERIENCES

Activity
Special Instruction

LEARNING ACTIVITY 9

Prepare a summary of daily operation

see sample on the information sheet

INFORMATION SHEET
Clearing service equipment
After the operation, service equipment have to be in proper place. In
arranging them, the following points will be helpful:
1. Keep similar items together like table numbers, menus, salt and
pepper shakers, and sugar bowl and creamer jug.
2. Place all soiled linen according to their uses, napkin, table cloth
and service cloths foe instance.
3. Empty ashtray for washing
4. Scrape off food particles, sort and throw away other rubbish before
leaving items at the washing area to avoid damage to waste disposal
machine in case cutlery or paper are mixed with the rubbish.
5. Put saucers and plates in their own neat piles. Cups should be put
together.
6. Wipe jars and other bottles or containers of condiments
7. Return bread rolls to the kitchen. Keep it covered to avoid flies
and other insects.
Other equipment
1. Turn off cupboards, plate warmers, hot plates, refrigerated units,
drinks chillers and urns when nit in use.
2. Wipe down surfaces and wash out food containers.
3. Leave hot equipment to cool before cleaning.
4. Wipe down trolleys.
5. Keep unused cutlery or tools on the store room or side station.
6. Sanitize tables and chairs then reset the table. In some restaurant,
after cleaning the tables, they usually set them up for the next day

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6/2/2015 Food and Beverage Services NC II ­ CBLM: Module Title: Providing Food and Beverage Services NC II

operation. Follow your establishment’s procedure.


7. Sanitize waiter’s station.

LOST TOOLS/ITEMS
Lost items and tools have to be reported to the immediate superior.
Accomplish a form for lost item.

LOGBOOK
A summary of the operation has to be accomplished after each day’s
operation. A normal report includes: date, reporting time (if per shift
schedule), staff on duty, staff off duty, summary of the operation
(usually includes unusual events happened and the course of action
taken), sometimes includes the sales or number of guest being
served, time ended and the signature of the person who made the
report
The logbook will be submitted to the Manager’s office for checking.
At the start of the operation, the logbook will be viewed by the
manager to check the previous operation.
Sample format of a daily operation report (Water Hazard Bar Lounge,
Warren Golf & Country Club, Singapore)
Date: _________________________
Time: _________________________

Staff on Duty:
1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________

Staff off duty:


1. _________________________________________
2. _______________________________________

Summary of the operation:


__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
____________________________________

Sales Report:

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Food S$ _____________
Beverage _____________
Room Rentals _____________
Others _____________

TOTAL SALES S$ ____________

Time ended: ________________________________

___________________________________________
Name of the Peron who made the report and signature
ACTIVITYNUMBER NINE: Writing a summary of operation

Date: _________________________
Time: _________________________

Staff on Duty:
1. ______________________________________
2. ______________________________________
3. ______________________________________
5. ______________________________________

Staff off duty:


1. _________________________________________
2. _______________________________________

Summary of the operation:


__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
____________________________________

Sales Report:
Food P _____________
Beverage _____________
Room Rentals _____________
Others _____________

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TOTAL SALES P ____________

Time ended: ________________________________

___________________________________________
Name of the Peron who made the report and signature

Self‐Check
A. Match the cutlery names on the right to the correct shadow of the
item of cutlery on the left.
General Range Name Choices
1.
A. Oyster Fork
2.
B. Butter Knife
3.
C. Cocktail Fork
4.
D. Tea Spoon
5.
E. Dinner Knife
6.
F. Coffee Spoon
7.
G. Soup Spoon
8.
H. Dinner Fork
9.
I. Fish Knife
10.
J. Dessert Fork
11.
K. Fish Fork
12.
L. Salad Knife
13.
M. Dessert Spoon

B. Match Column A with Column B

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6/2/2015 Food and Beverage Services NC II ­ CBLM: Module Title: Providing Food and Beverage Services NC II

1. Dinner plate A. 12” diameter


2. Salad plate B. 6” diameter
3. Show/base plate C. 7” diameter
4. Fish plate D. 10” diameter
5. Dessert plate E. 8” diameter
F. 8” – 8.5” diameter

C. Identify the glassware names to the correct glassware item


illustrated below. Write the letter only.

Glassware Names

A. Red Wine Glass


B. Champagne Flute
C. Champagne Saucer (Used for sparkling wines or for
serving some appetizers or sweets)
D. Irish Coffee glass
E. White Wine Glass
F. Carafe ‐ 1/2 liter (for service of wine or water)
G. Tumbler or Water Glass
H. Cocktail or Coupe Glass
I. Fortified Wine Glass (Sherry, Port)

Glassware Responses

1_________
4_________
7________

2_________
5__________

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8________

3_________
6__________
9________

D. Restaurant Service ‐ Quiz


Try this quick quiz on areas of Restaurant Service.
Select the correct answer from the choices available.
1. The main features of a table d'hôte menu are?
a. An Extensive list of dishes ‐ individually priced
b. Limited choice of dishes ‐ individually priced
c. Limited choice of dishes ‐ set price
d. Extensive list of dishes ‐ set price
2. When serving dessert, which of the following is the correct cover?
a. Cocktail spoon and fork
b. Dessert spoon
c. Entree knife and fork
d. Dessert spoon and fork

3. Spaghetti Marinara would have a:


a. Rich meat sauce
b. Hot tomato sauce
c. Seafood sauce
d. Bacon, onion and cream sauce
4. A mocha flavored dessert would be:
a. Coffee and wattle seed
b. Hazelnut and coffee
c. Chocolate and coffee
d. Custard and chocolate
5. When processing a cash payment for a customer, you should:
a. Return the change immediately
b. Ask if the change is a tip
c. Assume the change is a tip
d. Wait for the customer to ask for the change
6. What is the first step of greeting a guest on arrival at the
restaurant?
a. Guest acknowledge
b. Escort the guest to table
c. Offer a pre meal drink
d. Obtain guests name and reservation
7. Suggestive selling is the process of:
a. Selling a suggestion to another person
b. Selling someone an unwanted product and/or service
c. Selling a product to an overseas visitor

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6/2/2015 Food and Beverage Services NC II ­ CBLM: Module Title: Providing Food and Beverage Services NC II

d. Selling an additional product and/or service in a restaurant


8. If a customer ordered a steak medium rare, they would expect it
to have a:
a. Hot pink centre
b. Warm red centre
c. Cool red centre
d. Warm pink centre
9. What are the duties of the Sommelier?
a. Liaise with the Chef
b. Greet and seat guests
c. Serve alcohol & non‐alcoholic drinks
d. Prepares food at the guest table
10. The recommended aisle space to allow comfort, privacy and
movement around the dining area in a restaurant is?
a. 50 cms
b. 90 cms
c. 110 cms
d. 70 cms

ANSWERS TO SELF‐CHECK

D. Restaurant Service ‐ Quiz Answers


1. The main features of a table d'hôte menu are? (d. Extensive list of

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6/2/2015 Food and Beverage Services NC II ­ CBLM: Module Title: Providing Food and Beverage Services NC II

dishes ‐ set price)


2. When serving dessert, which of the following is the correct cover?
(d. Dessert spoon and fork )
3. Spaghetti Marinara would have a: (c. Seafood sauce)
4. A mocha flavored dessert would be: (c. Chocolate and coffee)
5. When processing a cash payment for a customer, you should: (c.
Return the change immediately)
6. What is the first step of greeting a guest on arrival at the
restaurant? (a. Guest acknowledge)
7. Suggestive selling is the process of: (d. Selling an additional
product and/or service in a restaurant)
8. If a customer ordered a steak medium rare, they would expect it
to have a: (d. Warm pink centre)
9. What are the duties of the Sommelier? (Serve alcohol & non‐
alcoholic drinks)
10. The recommended aisle space to allow comfort, privacy and
movement around the dining area in a restaurant is? (b. 90 cms)
TRAINER’S CHECK
PERFORMANCE STANDARDS COMPETENT NOT COMPETENT
1. Demonstrated ability to provide complete service within a
restaurant in accordance with established systems and procedures
2. Interacted positively with customers
3. Monitored the service process
4. Identified OH&S requirements and demonstrated safe practices

NOTE: FOR TRAINER’S USE ONLY

PROVIDING FOOD AND BEVERAGE SERVICES


ASSESSMENT SUMMARY

Activity No. Rating % REMARKS

Satisfactory Not Satisfactory


Activity 1
Activity 2
Activity 3
Activity 4
Activity 5
Activity 6
Activity 7
Activity 8
Activity 9

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6/2/2015 Food and Beverage Services NC II ­ CBLM: Module Title: Providing Food and Beverage Services NC II

Skill Test (70%)

Knowledge Test (30%)


Learner’s Current Competency

FINAL ASSESSMENT
COMPETENT

NOT COMPETENT

Date Checked: ___________________ Date Recorded:


_________________

Trainee’s Name & Signature:


______________________________________

Trainer’s Name & Signature:


_______________________________________

DEFINITION OF TERMS

1. BUSBOY ‐ refers to the dining room helper and runner, title given
to a Food and Beverage Service Attendant, National Certificate I

2. BUSSED OUT ‐ taking out soiled plates/dishes from the dining area
to dishwashing area

3. CAPTAIN FOOD AND BEVERAGE SERVICE ATTENDANT ‐ refers to the


supervisor of The Food and Beverage Service Attendant, also refers to
Food and Beverage Service Attendant, National Certificate Level I.

4. COMMIS ‐ refers to the category according to the extent of


difficulty and complexity of skills and knowledge required for the
job.

5. DISH OUT ‐ food taken from the kitchen to the dining area

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6/2/2015 Food and Beverage Services NC II ­ CBLM: Module Title: Providing Food and Beverage Services NC II

6. FLAMBE’ ‐ flamed with spirit or liqueur

7. FOOD AND BEVERAGE SERVICE ATTENDANT ‐ refers to the workers


assigned in the service of food and beverage to the guests, also
known as waiter.

8. GARNISH ‐ an ingredient which decorates, accompanies or


completes a dish. Many dishes are identified by the name of their
garnishes

9. HIGHBALL DRINK ‐ is a tall drink consisting of a shot of specified


spirit with mixers such as sodas, water, etc. serve with cube ice in a
highball glass

10. MENU ‐ a list in specific order of the dishes to be served at a given


meal

11. MISE EN PLACE ‐ French term for having all ingredients in ready
to use Preparation before service

12. PRE‐DINNER ‐ short mixed drinks that are basically dry in taste
and are usually served before a meal to wet the appetite

13. TABLEWARE ‐ is a term recognized as embracing all items of


flatware, cutlery, hollowware

14. FLATWARE ‐ it denotes all forms of spoons and forks

15. CUTLERY – refers to knives and other cutting implements

16. HOLLOWWARE – consists of any item made from silver e.g.


teapots, milk jugs, sugar, basins, oval flats

17. SILVERWARE ‐ tableware made of solid silver, silver gilt or silver


metal. Silver plate made from single strip of plated metal

28. TABLE NAPKIN ‐ an individual piece of linen which is used to


protect the clothing or wipe the mouth during a meal.

Other Terms Used :

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A. Captain Waiter – Chef de Etage


B. Chef – a person who prepares food as an occupation in restaurant,
private house, hotel
C. Dining Room Attendant – Commis de Rang (busboy)
D. Director of Service – Chef de Service
E. Head Waiter – Chef de Salle
F. Waiter – Chef de Rang/Demi Chef de Rang
G. Wine Steward – Chef de Vin/Chef Sommelier

ACKNOWLEDGEMENTS

CONTRIBUTING INDUSTRY PROCEDURES AND OTHER MATERIALS

Barrio Fiesta, Ms. Anabel Talam, Manager – SM City Bacoor,

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6/2/2015 Food and Beverage Services NC II ­ CBLM: Module Title: Providing Food and Beverage Services NC II

Philippines
Cabalen Restaurant, Mr. Jr. Ticman, – Glorieta Makati, Philippines
Matabungkay Beach Resort and Hotel, Mr. Westin & Mr. Tobler –
Philippines
Max’s Restaurant ‐ Philippines
Warren Golf and Country Club, Mr. Robert Tan, F&B Manager– Choa
CHu Kang Way, Singapore

Photographic locations

IS Café – ISHRM School System, Bacoor, Cavite, Philippines

OTHER REFERENCES

CBLM, F&B Services NCII 2006 ‐ Mr. Orlando M. De Villa, TQ1/AQ1


Food and Drink Service, Roy Hayter
Mary Lian’s Manual for Hotel Catering – Singapore
TESDA Training Regulations

P O S T ED B Y T H E V O Y A G ER A T 1: 09 A M

N O COM M EN TS :

P OS T A COM M EN T

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