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Specific Duties:
1. Looks after the necessary preparations before the start of operation:
a. wipes/prepares the necessary containers, mis-en-place, napkins, tray, cutleries, other
supplies;
b. refills salt and pepper shakers and other condiments.
c. checks and re-stocks service station and sees to it that the par stack is maintained.
d. sets-up the table and installs required facilities.
2. Studies the menu and familiarizes himself with the outlet’s specialties as well as out of-stock
items and undertakes suggestive selling; Knows the menu and specialties. Does suggestive
selling for out-of-stock items
3. Takes order and serve food and beverages;
4. Places orders to the kitchen and pick up orders (in the absence of a busboy).
5. Assists in welcoming and seating guests.
6. Presents food bill to guest, receives payments and remits the same to the cashier.
7. Attends to guests’ inquiries, requests and complaints.
8. Clear-stable of soiled dishes, dirt and trash (in the absence of a busboy).
9. Performs other side duties and assignments given by the superior.
LESSON 2: Job Description of Service Personnel
Session Objectives
At the end of this session, you will be able to:
Explain the organizational structure of the food and beverage department.
Identify the food and beverage job titles and responsibilities of staff.
Introduction
In this session, you will learn the organizational structure of the food and beverage
personnel. Also, you will know the job titles and responsibilities of the staff.
3. CAPTAIN WAITER
Basic Function:
Oversees the set-up and delivery of services in his/her assigned station.
4. RECEPTIONIST
Basic Function:
Welcomes and greets customers at the entrance and escorts them to their tables.
6. BUSBOY
Basic Function:
Dining room helper and runner
7. BARTENDER
Basic Function:
Prepares/mixes alcoholic and non-alcoholic beverages according to prescribed standards.
8. BARBOY
Basic Function:
Acts as runner and helper in the bar
MODULE 2: TYPES OF FOOD SERVICE
LESSON 1: French Service
Session Objectives
At the end of this session, you will be able to:
Describe the French service.
Apply the French service.
Introduction
In this session, you will learn French service and the role of a food and beverage service
attendant/waiter in a French service.
FRENCH SERVICE
A formal type of service that originated from European nobility and presently enjoyed by
a few who can afford the expensive meals served. The French service entails the initial
preparation of food in the kitchen, with the final preparation done in the dining area in front of
the guest.
The food is brought to the table on a cart, called gueridon. On the gueridon is a small
heating equipment, called rehaud. This service requires a high level of competency and
showmanship of the food and beverage service attendant/waiter.
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.
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.
LESSON 2: Russian Service
Session Objectives
At the end of this session, you will be able to:
Describe the Russian service or spoon-and-fork service
Apply the Russian service or spoon and fork service
Introduction
In this session, you will learn Russian service or spoon and fork service and also the role
of a food and beverage service attendant/waiter in a Russian service or spoon and fork service
and put it into practice.
RUSSIAN SERVICE
Food is brought into the dining room in a silver platter and is served by the food and
beverage attendant/waiter to the guests' plates which have been previously set before the guests
arrive. All work can be done by one waiter. It is commonly used for banquets and formal sit-
down meals where all the guests are having the same menu
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
LESSON 3: American Service
Session Objectives
At the end of this session, you will be able to:
Describe the American service or blue-plate service
Apply the American service or blue-plate service.
Introduction
In this session, you will learn American service or blue-plate service and also the role of
a food and beverage service attendant/waiter in American service or blue-plate service and put
it into practice
American Service
American service is characterized by portioning all the food on the dinner plate in the
kitchen. It is the fastest of all types of service and requires the least amount of skills of the food
and beverage service attendant/waiter. In this service, equal portioning and uniformity in plate
presentation must be given attention.
Introduction
In this session, you will learn Buffet Service and also the role of a food and beverage
service attendant/waiter in Buffet Service and put it into practice.
BUFFET SERVICE
A type of service in which guests select their meal from an attractive arrangement of
food on long serving tables. This service is characterized by the guests obtaining either whole
meal or parts of the meal. Food is usually stocked in warmers or chaffing dishes which are
properly arranged from light to heavy meals. Salads and desserts can be displayed in a separate
area to hold its desired temperature. Buffet service is a faster service and prices are usually
lower than in other types of services.
B. Serving Tools
Serving Fork Hot Chocolate Pot Cake Server Bread Basket
Serving Spoon Coffee Pot Pitcher Soup Tureen
1. KNIVES
Dinner Knife
2. SPOONS
Soup Spoon
Table Spoon
Dessert Spoon
3. FORKS
Dinner Fork
Dessert Fork
Cocktail Fork
4. GLASSWARES
Water Goblet
Collins Glass
5. PLATES
Dinner Plate
Dessert Plate
B. Serving Tools
Serving Fork
Serving Spoon
Soup Ladle
Cake Server
Pitcher
Introduction
In this session, you will learn the proper handling of food and beverage equipment.
Although the food and beverage equipment are hygienically washed and sterilized by the high
temperature of the washing cycle in a commercial dishwasher, it is still necessary to polish all
flatwares and glasswares by hand before they are placed on the table or used to serve food and
drinks
B. Handling Glasswares
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.
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.
Session Objectives
At the end of this session, you will be able to:
Learn the 7 basic napkin foldings.
Demonstrate the ability in folding napkins.
Introduction
In this session, you will learn the basic napkin folds. You will also learn some techniques
in order to fold the table napkin easily
1. Fold the napkin in half diagonally, the open end points away from you.
2. Fold the long side up just about an inch. Press this fold down well
3. Starting at either end, tightly roll the napkin into a cylinder; Be careful to roll it straight so it
will stand solidly.
4. Tuck the end of the roll into the base on the backside and stand it up
1. Fold the napkin in half diagonally, the open ends are pointing away from you
2. Fold the right-corner up so that the point rests directly on top of the middle-corner. The edge
of this new flap should lay on the center line of the napkin.
3. Repeat the previous step on the other side, bringing the left-most corner up to meet the middle-
corner, creating a diamond shape.
4. Fold the bottom of the napkin up about 2/4's of the way and press this fold down well.
5. Fold the smaller triangle down so the point rests on the near edge of the napkin.
6. Curl the left and right sides of the napkin up so they meet in the middle and tuck one into the
other.
7. Stand it up and tug at it where needed to even it up and round it out
Introduction
In this session, you will learn the proper way of laying tablecloth. Also, you will know
some techniques to easily lay the tablecloth.
1. As soon as the guest enters the restaurant, acknowledge his presence by greeting “Good
morning, afternoon, etc.”
2. If possible, greet them by their name using prefixes like Mr., Mrs. Atty., etc. if you know them.
3. Never use their first name.
4. If the guest is a repeat guest, say “I’m glad to see you again.” It is friendly.
5. Never say “I haven’t seen you for a long time.” It is nagging.
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
4. Move around the table opening the napkins, ladies first
Introduction
In this session, you will learn the proper way of serving water. The purpose of serving
iced water is to refresh the guests' palates and allow them time to select a pre-dinner drink. It
should be available, although in some establishments it may not be the practice to serve it
unless it is asked for.
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
Introduction
In this session, you will learn the proper way of offering and serving aperitifs. The
aperitif orders should be taken as soon as possible after the guests have been seated.You should
encourage the guests to try something a little adventurous or different by suggesting specialty
cocktails or beverage.
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
MODULE 5: PRESENTING MENU AND TAKING ORDERS
LESSON 1: Familiarization of Menu
Session Objective
At the end of this session, you will be able to:
Explain the different types of menus and their advantages and disadvantages
Introduction
In this session, you will learn the types of menu. Menus are divided into two main types,
traditionally called à la carte (according to the card/list) and table d’hôte (table of the host). The
key difference between these two is that the à la carte menu has dishes separately priced,
whereas the table d’hôte menu has an inclusive price, and prices foods together in a group (set)
as a complete meal. There may be choices within each course
Type of Menu
1. The à la carte menu
The key characteristics are:
a. A complete list of all foods served: extensive choice listing under course headings, or type
of meal or cooking method.
b. Each dish is priced separately; shows the price of each dish.
c. All dishes being prepared to order often containing the exotic and high cost seasonal foods.
d. Usually more expensive: higher cost price.
1. APPETIZERS
juices, fruits
2. SOUPS
may be separate or grouped with appetizers,included with table d’hote entrees.
3. ENTRÉE
steaks, seafood, meat, poultry, sandwiches, salads and specialties.
4. DESSERT
pies, ice cream sherbet and sundaes.
5. BEVERAGES
coffee, tea, milk and other drinks.
6. COCKTAILS & WINES
Red wine, White wine and other cocktail drinks.
7. SPECIAL OF THE DAY
may be a left-over or a seasonal dish or chef’s specialty.
8. SEASONAL SPECIAL
attached to the menu when there is abundant supply of particular food available at a low
price
STEPS:
“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
Introduction
In this session, you will learn to complete the table set up based on the guests' order. The
kind of table service the restaurant uses will determine the pattern of table setting
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
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
LESSON 4: Handling Guests’ Complaints
Session Objectives
At the end of this session, you will be able to:
Learn the standard procedure in handling guests' complaints.
Demonstrate ability in handling guest's complaints
Introduction
In this session, you will learn to handle guests' complaint. Handling guests' complaints
entails a lot of patience, understanding and skill in people management. As a general rule, you
have to remember that each guest should be treated as if he is a guest in your own house. Try to
extend the utmost courtesy whenever possible. The way you handle a complaint will determine
whether you would get repeat clients or not.
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.
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
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