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Lesson 1: Overview of Food and Beverage
Service Establishments

generally at least fifteen or more
different entrees cooked to order, with
nearly all the food being made on the
premises from scratch using raw or
fresh ingredients
...
This category of
restaurant is sometimes referred to
as “white tablecloth
...
Captains
and food servers advise guests of
special items and assist with the
selection of dishes during order
taking
...


In this lesson, students will be introduced to
the different type of food service
establishments from the upscale fine dining
restaurants to the neighborhood and family
friendly diner
...
Segments of the Foodservice Industry
Food establishments, and the clients they
serve, are very different
...
They may be
classified as commercial and institutional
...

Commercial
Establishments

Foodservice

Commercial properties are foodservice
operations that compete in a free market and
are open to all customers
...

For the commercial operations, there is no
single definition of the various classifications
of restaurants, perhaps because it is an
evolving business
...


•

Casual Upscale Restaurants
...

Dining here is less consuming and
less elaborate than the fine dining
restaurants, however they still employ
a professional and attentive service
...

Many restaurants have an ethnic
theme
...


•

Theme
Restaurants
...
They generally serve a
limited menu but aim to wow the
guest by the total experience
...


•

Celebrity
Restaurants
...
1
...

Full-service restaurants may be formal or
casual and may be further categorized by
price, décor/atmosphere, level of formality,
and menu
...

•

Fine
Dining
...
Celebrityrestaurants generally have an extra
zing to them – a winning combination
of design, atmosphere, food and
perhaps the thrill of an occasional
visit by the owner(s)
...
The steak restaurant
segment is quite buoyant in spite of
nutritional concerns
...
Some restaurants are adding
additional value-priced items like
chicken and fish to their menus in
order to attract more customers
...
2
...

Midscale restaurant operating system closely
resembles the QSR format
...

•

•

Bistro/Trattoria
...
The
original bistro or trattoria was a
family-run establishment serving
simple food
...

Family
Restaurants
...
In this
segment, most restaurants are
individually, or family operated
...
Most offer an informal
setting with a simple menu and
service designed to please all of the
family
...
The majority of
ethnic restaurants are independently
owned and operated
...

The traditional ethnic restaurants
sprang up to cater to the taste of
various immigrant groups – Italian,
Chinese, and so on
...
Pizza restaurants
once depended almost exclusively on
pizza
...
Newer items that have
appeared on the menus include
breads, salads, chicken wings, pastas
and sandwiches
...
3
...

This trend towards casual dining merely
reflects the mode of society
...
Many
casual dining restaurants have a casual,
eclectic décor that may promote a theme
...
Specialty
restaurants feature a particular kind of
food that is usually theme related,
such as steaks, food or pasta
...


•

Commercial Cafeterias and Buffets
...
The
food is pre-prepared and served from
steam tables to customers who walk
through a line and pay for each item
individually
...
Buffet restaurants,

on the other hand, are similar to
commercial restaurants operationally
but differ from the customer’s
perspective
...

•

Coffeehouses
...

Many
coffeehouses provide a place where
patrons father to talk, read the
newspaper, and enjoy a later or
cappuccino
...


2
...
Quick-Service Restaurants
These establishments consist of diverse
operating facilities whose slogan is “quick
food
...

Customers order their food at a counter under
a brightly lit menu featuring color
photographs of food items
...
Takeout is an
old, established part of foodservice
...
In this type of
service, the customer orders and is
served from single point, at counter,
hatch or snack stand; customers
consume food off the premises, while
some take-away establishments
provide seating
...
Drive thru restaurants
are usually part of an existing quickservice restaurant
...

•

Delivery Services
...
Delivery
service also characterizes meals-onwheel, as well as urban restaurants
that deliver to a neighborhood
...
The delivery service
will process your order and deliver it
to you
...

These include:
•
•
•
•

•

Ice Cream and Frozen Yogurt: White
Hat, Fruits in Ice Cream, Red Mango
Hamburger: McDonald’s, Jollibee,
Tropical Hut, Burger King, Wendy’s
Chicken: Popeye’s, KFC
Pancake:
Pancake
House,
International House of Pancake
(IHOP)
Sandwich: Subway

2
...
Catering Operations
Catering operations prepare and serve food to
groups of people gathered for a specific
purpose, such as attending a meeting or
celebrating a wedding
...

Most are prepared to offer the client
preplanned menus at various price levels for
various types of functions and to adjust any
of these to meet the client’s needs or desires
...
On-premise
catering indicates that the function is
held exclusively within the caterer’s
own facility
...


•

Off-Premise
Catering/
Social
Caterers – These enterprises prepare
food in one location, then deliver it
and serve it at another location
...


2
...
Commercial Food Services within
Other Businesses
Historically, restaurants have often been
connected to other businesses
...
In the present
time, a lot of businesses provide foodservice
in their establishment to encourage spending
more time within their establishment, which
in turn influence an increase of sales
...
Foodservice in lodging
establishments has become secondary
concern to the primary course of
providing lodging, as this outlets
become a new profit source
...
Many
hotels have also begun to
aggressively market their banquet
facilities
...
Food courts are an
enhancement of the store-based
restaurant concept
...

Trends in food courts include the
development of the mini-food courts
...


•

Convenience Stores
...

3
...
Their first clients
are the employees and guests of the operation
for which they are working
...
The sale of food is secondary
goal and typically is not for profit
...
Food
service in health care institutions
takes on a different component than
other areas of food service
...

Although of vital importance in all
foodservice operations, sanitary food
preparation in health-care facilities is
exceptionally critical since ill patients
can be especially vulnerable to
foodborne disease
...
Foodservice
in
educational settings is the largest
segment of managed services
...
The problem faced by these
organizations is that the students,
once though to be a captive audience,
now are more mobile, forcing the
foodservice provider to compete with
local foodservice operators
...

•

•

•

•

Business and Industry
...
Food service can be
offered in employee cafeterias,
executive dining rooms, vending
machines, at catered events, coffee
outlets and convenience stores
...

Airlines
...
Airlines are
meeting modern challenges in several
ways
...
They have cut back on
food on short flights and during offhours
...

Finally, for those flying first class the
airlines offer gourmet meals,
complete with vintage wines
...
Foodservice operations in
the military vary widely in size, type,
and location, ranging from ships’
galleys to open mess halls, officers’
clubs and field operations
...

Correctional Institutions
...
Kitchens are designed to keep
lines of sight open, and equipment
contains security features to ensure
the safety of guards and inmates
...
Duties and Responsibilities
Foodservice Personnel

AND

of

Among food and beverage operations that are
not set within hotels, the organization might
resemble the food and beverage section of the
hotel organizational charts
...
A
dining room brigade is designed to serve
guests efficiently, according to the type and
price level of the menu, the style of service,
and the physical structure of the restaurant
...

Food and Beverage Manager
...
The

larger the organization the less likely the
manager is to be involved in policy setting
...


Maître
d’hôtel
(Restaurant
Manager/Host)
...
At present times, this position is
filled by the manager or host
...
These may include
the lounges, room service (in hotels),
restaurants and possibly some of the private
function suites
...
They may
make out duty schedule, holiday lists and
hours on and off duty, and contribute to
operational duties (depending on the size of
the establishment) so that all the service areas
run efficiently and smoothly
...
Next in line is the chef de sale, or
dining room manager who is responsible for
the service provided in the dining room
...
He is overall charge of the staff team
and is responsible for seeing that all the prepreparation duties necessary for service are
efficiently carried out and that nothing is
forgotten
...
He also helps with the compilation of
duty rotas and holiday lists, and may relieve
the restaurant manager or reception
headwaiter on their days off
...
Chef
de rang literally means experienced server
...

He takes the guest’s order after explaining the
menu, answers questions guest may have, and
assists the commis de rang in serving food
...
The captain
also performs the classical position of
a trancheur (carver), which prepares the
carving trolley and the carving of joints at the
table as required
...

Demi-Chef de Rang (Assistant Station
Waiter)
...
He provides service to a
particular set of table within the restaurant
area
...

Sommelier/Chef de Vin (Wine Steward)
...
He is responsible for the service of
all alcoholic drinks and non-alcoholic bar
drinks during the service of meals
...
He is
responsible for creating the wine list,
purchasing, inventory and proper wine
service
...

Commis de Rang (Front Waiter)
...
He may
also assist the commis de suite (back waiter)
in bringing the food from the kitchen
...
Also
known as food runner, this person is
responsible for bringing drinks and food to
the front waiter, sets up the gueridon as
needed, helps clear, and generally assists the
front waiter
...
The
débarraseur is the ‘learner,’ having just
joined the food service staff
...
While
employed primarily to clear the tables of
soiled items, the bus persons often assist with
bread and water service
...
Greets and
occasionally seats the guests, take
reservations, and looks after the front desk
area
...

Other Key Positions in Food Service
Operations/Specialists:
Banquet Manager
...

He plans, organizes, directs, and controls the
set-up and service for all banquet functions
...

Bartender/Mixologist
...

They should have a thorough knowledge of
all alcoholic and non-alcoholic drinks being
offered within the establishment, the
ingredients necessary for the making of
cocktails, and have knowledge of the
requirements of the liquor licensing laws to
ensure legal compliance
...
The term is also used for
people who are creators of new mixed drinks
...

Mixology is the art of making mixed drinks
...
The word barista is of Italian origin
...
Although it
does not mean specifically a person who
makes various types of espresso-based
coffee, it is now often used with this
meaning
...
This person
is responsible for taking and serving drinks
according to prescribed standards of service
...
He is responsible for
assisting the bartender in the daily operations
of the bar; acts as runner and helper in the bar
...
The cashier is responsible for the
takings of food and beverage operation
...


2
...
The chef
de buffet is in charge of the buffet in the
room, its presentation, the carving and
portioning of food and its service
...

Room Service Waiter
...
A
thorough knowledge of food and drink, and
their correct service, is therefore essential
...
In smaller
establishments room service may be limited
to early morning teas and breakfasts with the
provision of in-room mini bars and tea and
coffee facilities
...
In establishments with function
catering facilities there will normally be a
certain number of permanent staff
...
All other banqueting, conferencing
and events staff are normally engaged as
required on a casual basis
...


Awareness of one’s responsibilities
and roles, appropriate knowledge of
food items, food and beverage
pairing, etiquettes, and service styles
is a great way to build confidence
while serving the guests
...


Appearance
•

It creates the first impression on the
guests
...


Attentiveness
•

Attentiveness is paying sincere
attention to details, memorizing the
guests’ needs and fulfilling them
timely with as much perfection as one
can put in
...


Effective Communication
•

It is very vital when it comes to
talking with co-workers and guests
...
It can bring truly
enhanced experience to the guests
...
If staff
are continually late on duty it shows a
lack of interest in their work and a
lack of respect for the management
and customers
...
Sincere
timekeeping and sense of urgency
helps to keep the service workflow
smooth
...

Memory
•

Loyalty
•

Honesty and Integrity
•

These two core values in any wellbrought-up person are important for
serving the guests in hospitality
sector
...


Personality
•

Staff must be tactful, courteous, good
humored and of an even temper
...


•

The correct approach to the customer
is of the utmost importance
...
A careful watch should be
kept on customers during the service

The staff’s obligations and loyalty are
firstly to the establishment in which
they are employed and its
management
...
The rules and regulations
of an establishment must be followed,
and respect shown to all senior
members of staff
...


Contribution to the team
•

Attitude to customers

A good memory is an asset to food
and beverage service staff
...


Above all, staff should be able to
work as part of a team within and
between departments
...
Introduction
Restaurants do more than feed people
...
They
introduce an intensified meal options, offers
quality services whether a traditional style of
service, modern style of service or on its own
particular variation of service
...
All employees
are faced with a high-pressure customer
service position that must be handled in a
delicate, friendly manner
...
If you are lacking in any
of these areas, you may find it difficult to
sustain employment
...
Personal and Professional Hygiene
First impression last
...

How you look and the first impressions you
create are more often than not seen as a
reflection of the hygiene standards of your
restaurant and the quality of service to come
...

Hygiene is defined as maintenance of germfree environment and prevention of
contamination of food from disease
producing agents
...


Hygiene is a personal responsibility of every
food service personnel
...

Cleanliness comes from:
•
•
•
•

Bathing or showering every day
before work
Using deodorant/antiperspirant every
day before work
Brushing teeth every day before work
Shampooing hair regularly

It also comes
thoroughly:
•
•

from

washing

hands

Before going on duty
After sneezing or coughing, touching
something soiled, taking a break,
smoking a cigarette or going to the
bathroom

Likewise, all staff should be aware of the
factors listed below and it is their individual
responsibility to ensure that they are put into
practice:
1
...

2
...

3
...
Adopt
a style that is easy to keep and tidy and will
keep your hair off your face
...

Jewelry and perfume should only be
worn in accordance with the establishment’s
rules
...

Cut down smoking, alcohol, drugs and
sleep a lot
...

Keep your hands away from your face,
especially your mouth and nose
...

Any cuts or burns should be covered to
avoid the risk of contaminating food
...

Any illness or infection should be
reported to your supervisor
...


Avoid mannerisms
...


Bring handkerchief
...
Females should only wear light makeup, avoid the ghost-like foundation
...

Every dining personnel must be familiar with
the various equipment and supplies for dining
service
...

However, once a food has been prepared for
serving, it will no longer undergo any heat
treatment
...


10
...
Handkerchiefs or tissues available
12
...
Foodservice Tools and Equipment
There are different varieties of F&B Service
Equipment
use
in
the
hospitality
establishment today
...
It is
important to be familiar with the different
foodservice tools and equipment because:
•

Quality service requires the use of
appropriate table appointments,
serving equipment and utensils
...


These include:
3
...
Teeth brushed
...

2
...
Free from body odors
...
Uniform pressed, neat and checked for any
wear n tear or wrinkles
...
Shoes polished and socks odorless
6
...
Hair gelled and combed
...
Hair tied with a bun (female)
9
...
1
...
3
...


Vegetable dish

Used to extract the
snail from its shell
Salad
To serve food

2
...


Platters

Spoon
Dinner spoon /
tablespoon
Soup spoon
Serving spoon
Demitasse spoon
Parfait spoon/icedtea spoon
Dessert spoon
Teaspoon

Use
Main course

5
...
Coffee pot/ tea pot with sugar bowl /
basin and milk jug
Rice bowl

INDIVIDUAL COVERS:
Soup
To serve food
Coffee
For tall glasses

Type
Show plate

Size
13” – 14”

Dinner
plate
All-purpose
plate

11” – 12”

Dessert
Dessert / Tea

Salad / appetizer
Dessert
Steak
Fish and seafood

9" - 10"

Use
Used as an
under liner
in formal
dining and
not as a
serving dish
nor dinner
Used for
main dish
Used as
under liner,
for
breakfast,
luncheon,

Deep plate

8"

Fish plate

8”

Bread and 6”
butter plate
Soup bowl
Cup
and
saucer / cup
Demitasse
cup
and
saucer
/
coffee cup
Consomme’
cup
1
...
Glassware

5” – 6”

used
for
soup
or
salad
Used
for
appetizers
Used
for
bread,
desserts
Used
for
soup
Used
for
coffee or tea
Smaller in
size
...
6
...
The handling, storage and laundry of
linen must also be considered as this
entails a large amount of expense
...
Tablecloth – This linen is used to cover
the entire surface of the table with allowance
for an overhang
...
For buffet
service, overhang is floor length
...
Otherwise, for expensive and
elaborately
designed
tables,
elegant
placemats are used
...

Silence Cloth or Molleton– This is a
heavy pad of material underneath the
tablecloth to improve the appearance of the
tablecloth, prevents the top cloth from
sliding, to protect the table from hot dishes,
to absorb moisture and to tone down the
sounds created when plates, serving dishes
and flatware laid on the table
...
7
...
Today, the term linen,
however, still applies in a general sense to all
fabrics used at or on the table
...
The kind of linen to be used depends
on the degree of formality of the
foodservice establishment
...
Color and pattern of the fabric is
important, these factors contribute to
the quality of the table setting
...

3
...
It
should be durable, versatile, attractive
and economically suitable
...
Table Runners – These are long, narrow
strips of cloth, usually decorative used on
bare tables to add design, color and accent to
the setting
...

4
...
Because of its small size, it can be
easily washed and kept
...
The standard size is 18 inches wide
and 24 inches long
...

5
...


6
...
These vary in size
and type of material used depending upon the
use and occasion
...

Luncheon Napkins – vary from 18” to
20” square
...

Tea Napkins – vary from 6” to 12”
square
...

Paper Napkins – these are only used
when there is no tablecloth
...
Table Skirts – These are linens used to
hide table legs and make a table more
presentable
...

8
...
These are not
suitable for the guest’s table
...


•

Use a cloth napkin to avoid fingertips

•

Carry it in a folded napkin on top of a
salad plate
...
Unfooted at
the lower 1 1/2”

•

Never hold by rim

2
...
Sanitation in Handling Equipment
Sanitation standards in handling service
equipment:
•

Set up and serve only the clean and
sanitized glasses, cutleries, chinaware
& others
...


•

Food delivered for room service must
be covered to avoid bacteria
contamination
...


•

Handle glasses by the stem or base,
cutleries by the handles
...


•

Avoid touching foods and cutleries
with bare hands use ice scooper for
ice, serving spoon & fork for dishing
out food
...


1
...
Other Equipment for Service

2
...


•

The thumb should be kept away from
the plate to avoid touching the sauce,
meat or dish
...


•

Never serve food & cutleries that
have fallen on the floor
...


•

Wash and wipe dry food container
before using them
...


•

Check service station for cleanliness
& neatness
...


Lesson 2: Setting the Restaurant
1
...


RESTAURANT PREPARATION
UNIT OBJECTIVES
1
...
Set up the mood of a restaurant to meet
guests’ expectations and wants
...
Prepare all food and beverage service
equipment accurately before the service
begins
...
Explain mise-en-place for a restaurant
...
Demonstrate the ability to set up a dining
table
UNIT TOPICS

Safety of F&B Services Staff

1
...


2
...

Wear less jewelry while working
...

Be aware of the equipment and their
appropriate application
...

Clear spillages on the floor
immediately
...


Beverage

3
...
Table setting

1
...
Consider the placement of covers to avoid
guests complaining of inappropriate
placement
3
...
The style of fold will depend on the
standard of the establishment
...


▪ Crumbing-down equipment

In some establishments servers are required
to use gloves when folding napkin for
sanitation purposes

▪ Service plates

LAYING TABLECLOTH

▪ Service gear

▪ Tea/coffee equipment
▪ Glassware
▪ Underliners
▪ Bread service equipment
▪ Napkins
▪ Service trays
▪ Toothpicks
▪ Menus
▪ Wine lists
▪ Spare docket books & pens
▪ Waiter’s friend
▪ Condiments
▪ Clean table linen
▪ Additional items to meet the special
requirements of the establishment
TABLE SETTING
Things to observe in table setting
▪ Safety
▪ Cleanliness
▪ Completeness
▪ Uniformity

GENERAL RULES IN LAYING COVERS
▪ All cutlery and glassware should be cleaned
and polished before they are placed on the
table
▪ The main knife and fork should be
positioned 1 inch from the edge of the table
and 12 inch apart (depending on the size of
the establishment’s dinner plates)
...


▪ Butter knife is placed on the bread-andbutter plate, to its right-hand side and parallel
with the main knife and fork
...

Additional glassware is positioned at a 45°
angle to the left of the first glass
...


ALA CARTE TABLE SET-UP W/ SHOW
PLATE

▪ After the guests have ordered, this basic
cover is then corrected to suit the customer’
actual orders
A LA CARTE/ BASIC COVER
Mise-en-place needed
1
...
Chinaware
▪ Cover plate (if needed)
▪ Bread plate
3
...
Glassware
▪ Water goblet
5
...
The Menu

▪ A set menu features prearranged item at a
fixed price for the whole meal
...
Types of Menu
There are different types of menu depending
on how items are priced or what menu items
are offered
...

PRIX FIXE MENU SAMPLE

2
...
A la Carte Menu

1st Course:
House Garden Salad w/ House Dressing
Main Course:
Cornmeal Dusted Rainbow Trout Fillet with
Risotto Milanese
Dessert:
White Chocolate Cheesecake
Hot Beverage:
Coffee
ALIGNMENT of COVERS

2
...
Table d'hote Menu

2
...
Buffet menu

boiling water until the flavor is extracted
forming a broth
...
4
...
5
...
Appetizers or Hors d'oeuvre
Food items that are served before the main
course of a meal
...

2
...

Coleslaw
3
...

•

Popular
salad
garnishes
are
anchovies, bacon bits, croutons,
artificial crab meat (surimi) and
cherry tomatoes
...
Many light edible oils are
used including olive oil, corn oil,
soybean oil, safflower oil, etc
...
Thousand Island Dressing
2
...
Italian
4
...
Caesar's Dressing
Caesar’s Salad
A Caesar’s Salad is a salad made of romaine
lettuce and croutons dressed with parmesan
cheese, lemon juice, olive oil, egg,
Worcestershire Sause, garlic, and black
pepper
...
The
salad’s creation is attribute to restaurateur
Caesar cardini, an Italian immigrant who
operated restaurants in Mexico and united
states
...
The
term "coleslaw" arose in the eighteenth
century as an Anglicization of the Dutch term
"koolsla", a shortening of "koolsalade",
which means "cabbage salad"
...

Waldorf salad
A Waldorf salad a creation of Oscar
Tschirky, Waldorf’s Maître d'hôtel is a salad
traditionally made with shredded lettuce,
fresh apples, celery, and walnuts, dressed in
mayonnaise
...

Mozzarella Tomato Salad
Insalata Caprese or Mozzarella Tomato Salad
an Italian favorite is one of the simplest and
most delicious of salads
...
Main Courses and Side Dishes
The primary dish in a meal with
accompaniments which might be vegetable,
potato, rice, or pasta
...
1
...
Beef Wellington
Beef Wellington named after Arthur
Wellesley, 1st Duke of Wellington is a
tenderloin coated with pâté and duxelles,
which is then wrapped in puff pastry and
baked
...

2
...
Filet mignon
Filet mignon is a steak cut of beef taken from
the smaller end of the tenderloin
...

Veal
The meat of calves (young cattle, 20 weeks or
older)
...

Popular Veal Dish:
Ossobuco
Ossobuco is a Milanese specialty of cross-cut
veal shanks braised with vegetables, white
wine, and broth
...
Gremolata is a chopped

herb condiment typically made of lemon zest,
garlic, and parsley
...

4
...
Lamb
Lamb
A young animal belonging to the genus Ovis,
which includes both domesticated and wild
sheep
...
Lamb chops are often cooked with
dry heat, grilled or pan-broiled
...
Rack of lamb is usually roasted,
first coated with herbed breadcrumb, and
seasoned with mixture of parsley garlic,
herbs oil, and vinegar
...

4
...
Pork
The culinary term for the meat from domestic
pig
...

Pork Popular Dish:
Barbecued Pork Ribs
Pork ribs are a cut of pork popular in North
American and Asian cuisines
...

Grilled Whole Pork loin
Pork loin is a cut of meat from a pig, created
from the tissue along the top of the rib cage
...

4
...
Poultry
The category of domesticated birds
...


4
...
Side Dishes
Popular Dishes:
•
•
•

Rice
Fried rice
Steamed and java rice

Popular Pasta Dishes:
•
•
•
•
•
•
•

Baked lasagna
Ravioli
Shrimp fettucine
Putanesca
Vongole
Marinara
Bolognese

4
...
Accompaniments and Condiments

4
...
Fish and Shellfish
Popular fish Dishes:
•
•
•
•
•
•
•
•

Fried cod
Fish & chips
Seared tuna steak
Pan-fried salmon fillet
Salmon Florentine
Grilled mahi-mahi steak
Swordfish w/ lemon butter
Stuffed cod

Seafood Popular Dish:
•
•
•
•

Poached lobster tail
Steamed and poached lobster tail
Surf and turf
Gambas al ajillo

5
...
It may
include cakes pastries, ice cream, pies,
pudding, and candies
...

Popular Dishes:
•
•
•
•
•
•

Chocolate cake
Strawberry cheesecake
Chocolate souffle
Tiramisu
Pumpkin pie
Apple strudel

•
•

Caramel custard
Apple tart

6
...
It is consisting of
proteins and fat from ins milk of cow, buffalo
goats or sheep
...
Brie is a delicious dessert
cheese
...

French
■ Camembert - is a soft, creamy French
cheese
...

■ Roquefort - is a sheep milk blue cheese
renowned as the 'King of Cheeses'
...

Italian
• Gorgonzola - is a veined Italian blue cheese,
made from un-skimmed cow's and/or goat's
milk
...
Mozzarella is a soft
cheese, designed to be eaten fresh
...

Netherlands & Greece
• Edam - is a soft Dutch cheese and has
almost no smell when compared to other
cheeses
...
Gouda is often used as
dessert and at wine tastings as a palate
cleanser
...

English & American
• Stilton - is a type of blue cheese made in
England and is sometimes referred to as the
"King of Cheeses
...

• Cheddar- is a semi-hard cow's milk cheese
which can vary in taste from mild to extra
sharp
...


LESSON 1:
SERVICE

TYPES

OF

TABLE

The type of service refers to the way food and
beverages are presented to the guest
...

In table service, guests are seated by a host or
hostess
...

1
...
French Service
Service à la française or Gueridon Service,
this service is the most elaborate and labor
intensive
...
When guests enter the dining
room, the first course is already set up
...
A small spirit
stove called a rechaud is used to keep the
food warm
...


Russian service, or service à la russe, is
similar to French service in many aspects in
that it is very formal and elegant, and the
guest is also given considerable personal
attention
...


French service employs two servers
working together to serve the meal and may
include a captain to seat guests, and a wine
steward to serve wine
...

The commis de rang, takes the order to the
kitchen, picks up the food and carries it to the
dining room, serves the plates as dished up by
the chef de rang, clears the dishes, and stands
steady to assist whenever necessary
...
Soiled dishes are cleared only when all
guests have completed their meals
...
Then the server brings the
platters of food and present them to the guest
on the table
...
2
...
The servers transfer the food from the
platter to plate using a serving fork and
spoon
...
3
...

The butler begins with the woman at the
host’s left, continuing around the table in
counterclockwise direction offering from the
left as guests help themselves
...

Advantages
•
•

Personalized service
Guest may choose portion size and
quantity of sauce

Disadvantages
•
•
•

Poor portion control
Space between chair for platter width
required
Can be time-consuming

1
...
American or Plated Service
American service is by far the most
widespread style of service
...

In American service, all cooking and
plating are completed in the kitchen
...

This allows two or three plates to be held in
the left hand and arm while serving with the
right
...
For
larger parties (six or more), the woman to the
left of the host is served first
...
If there is no obvious host, the
server may begin with any woman
...

Food servers clear the emptied plates and
flatware used from each course before the
next course is served
...
5
...
All food is cooked in the
kitchen
...
The host, or
perhaps the maître d’hôtel, carves the meat or
plates the main dish and passes it to a guest,
who in turn passes it along the table
...

Family style is familiar to English
style, except that the foods are placed on the
table in large serving dishes and the guests
help themselves
...
6
...
… Once the guest
arrives in the restaurant there is a certain
sequence that is followed to make his/ her
meal experience pleasant
...
Following points must be
noted down while taking down a reservation:
•

Name of the guest

•

No
...


Reservations of the day are discussed during
the briefing prior to meal period; allocation of
the tables is done at this time
...

1
...

Efforts must be made to ensure a relaxed and
welcoming atmosphere with a warm, friendly
and efficient service provided with
politeness
...
Preparation to deliver satisfying
service begins before the guest steps into the

•

The guests can be seated on the
appropriate table, as per request or
occasion
...


•

Ensuring optimum seating levels in
the restaurant
...

If No -> then ask them for their preference of
table and escort them to the table
...

Seating the guest:
•

It is guests’ prerogative to choose
where they want to sit or where their
host would like them to sit
...


As the guest enters a restaurant, he/ she must
be greeted cordially and must be made to feel
comfortable
...
It is for each and
every restaurant staff to see to it that the guest
is greeted within 30 seconds of arriving in the
restaurant
...


•

Bring the right foot forward, with the
knee touching the wooden skirting of
the seat in the middle
...


Guest must be greeted with a clear and
affable tone of voice, good appearance and a
smile
...
e
...


•

Lift the chair about 1’’ from behind
and pull it back, ensuring that there is
adequate space for the guests to go
between the table and chair
...


•

It must be ensured that the chair is not
dragged
...


However, the restaurant staff may seek
spontaneity and friendliness, certain rituals
are a must while welcoming a guest to the
restaurant
...
e
...
David’
...
In ethnic restaurants, the guest is
greeted in the national/ regional greeting
...
Never ignore
the guests
...


Pouring water
As soon as the guests are seated, the waiter
must pour water
...

Should be cold and room temperature
as per the guest’s requirement
...

Water must be served from the righthand side; ladies must be served first
...

Mineral water poured from the bottle
Seal must be opened in front of the
guest
...

However, must be ensured that the
service of water is done by the staff
and not be the guests themselves
...


Order taking
Aperitif card must be presented to take drink
order prior to presenting food menu
...


•
•

•
•

•

•

•
•

Presenting a menu card Present
individual menu cards to the guests
...

Give 5-7 minutes to the guests to go
through the menu
...

Assist the guest in choosing the best
dish on offer, use ‘suggestive selling’
or ‘upselling’ techniques
...

Take menu card back from the guests
and put it back in place
...


Service of Food and Beverage orders
Service of Beverage:
•
•
•

•

•
•

•

Beverages are served first
...

While the guests are waiting for their
meal, bread and butter must be served
immediately
...

The guest should not have to ask for
it
...

This must be done discreetly,
ensuring minimum intrusion and

disturbance to guest and with
minimum cluttering
...

The sequence of serving guest is as
following:
o Guest of honor is served first
...

o Ladies must be served before
Gentlemen
...

o The host must be served last
...

Once the food is placed the covers
must be adjusted if the tableware is
disturbed
...

Service of each course should be
coordinated in a manner that the
guests do not have to wait for a long
time between the courses
...

It must not happen that in enthusiasm,
3-4 people go to the guest to ask if
‘everything is alright’! This may
irritate the guest and may be an
intrusion on his privacy
...

Before removing anything from the
tale, seek guest’s permission
...

Plates are cleared after all the guests
on the table have finished their meal
...

Clearance is done by the right hand
and collected on the left hand, by the
‘first plate’ technique
...

Ensure that that cruet set, butter dish,
bread boat, cutlery unused by the
guest is removed from the table
...

All dirties should be taken for
dishwashing except cruet set, which
must be left on the side station
...

Carried out by a crumbing spade,
crumbing brush or on a B&B plate
with a waiters’ cloth and a B&B knife
to pick up gravies that might have
fallen on the tablecloth
...

Open the dessertspoon and dessert
fork
...


Dessert order/ Tea Coffee Order
Similar procedure as order taking a waiter
can take the opportunity to suggest Liqueurs
or and other digestive as this time
...


•

•

The waiter must bring the check-in a
neat and tidy folder
...


•

A pen must be given along with the
check folder
...


•

Tips must never be solicited (ask for
or try to obtain)
...

Farewell
•

This is as crucial as welcoming the
guest
...


•

Should be assisted with coats/ shawls
...
Eg: "Look forward to
welcoming you back to the
restaurant”, “We hope that you visit
us soon”
...
Lap guests, serve water
...
Present menus and wine list; explain menu
including specials
...
Take food /drinks order, top up water,
remove menus
...
Serve drinks
...
Correct the cover if necessary (change the
table setting for the food ordered)
...
Run entrées
...
Clear entrées and any unwanted or unused
cutlery and crockery; top up water, ask about
more drinks
...
Run main course
...
Clear main plates, side plates, salt and
pepper
shakers
...
Give dessert menus, top up water
...
Take dessert, coffee, and drink orders
...
Correct cover for dessert, serve dessert and

Sequence of service

drinks
...
The sequence
starts from the moment the customer walks
into the restaurant and ends the moment they
leave
...
Here is a basic
sequence of service
...


3-minute check

Sequence of service

The 3-minute check

1
...


About 3 minutes after you serve food, you
should return to the table and check that the

1
...

Ask
if guests want anything else
...
Prepare and present guest with the account
...
Accept payment
...
Farewell guests
...
We call
this the 3-minute check
...


 Specials of the day
 Vegetables of the day
 Dessert of the day

Check to see if guests:

 Specific constraints on this individual
upcoming session

 are happy with their food

 Out of stock items

 require a refill of their drink

Check cleanliness of facility

 need glasses or tableware removed

Before the operation starts it is imperative
that the facility is clean
...


 Why is this important?
 What areas do you check?
 What do you need to check?

PREPARE FOOD AND BEVERAGE
ENVIRONMENT FOR SERVICE
Performance Criteria
 Check cleanliness of the facility and
conduct spot and makeup cleaning as
required
 Set up dining area

 What cleaning activities may you need to
conduct?
Checking and cleaning restaurant area
Areas to check for cleanliness may include:
 Furniture – tables and chairs
 Wall hangings – pictures or displays
 Fixtures – light fittings and doorknobs

Preparing a food and beverage outlet

 Plants – indoor plants and pots

The preparation of a restaurant is vital for the
efficient and successful running of any meal
shift
...


Set tables
Performance Criteria
 Match table setting to menu for the session

What needs to be set up?

 Set tables and dress where appropriate

Who performs it?

 Complete final inspection of room and
table set ups

Set up furniture
 A major task in preparing a food and
beverage service area for service is to set up
the furniture in the room
 ‘Furniture’ primarily refers to tables and
chairs

Once the room setting and equipment is set
up it is now time to set the tables to meet the
expected trade for the meal period
...


A place setting for one guest is commonly
known in the industry as a ‘cover’
...
This normally
takes into consideration:

1
...
Butter knife/spreader

 Noise

5
...
Napkin

 Table decorations

7
...
Dinner fork
3
...
Explain the checklist of service from
guests’ arrival until departure
...
Explain the performance standard of each
stage of the checklist correctly
...
Greeting and seating
Introduction of the server

guests

1A)

2
...
Serving water
4
...
Taking pre-dinner drinks 5A) POS/Prepare
mise-en-place

 Serving hand – right

6
...
Presenting the menu

 Right side

8
...
Correcting the cover
10
...
Serving food orders 11A) Checking back
with Guests
12
...
Crumbing/brushing down 13A) Offering
and service of dessert

 Flatware

14
...
Farewell the guests

 Glassware

16
...


▪ It will differ in detail depending on the style
of the establishment and the services that it
offers
...

Welcome guest 30 seconds upon arrival
▪ Walk towards guest and make eye contact,
warm smile, greetings and introduction
▪ Get information

▪ Serve water from the right side of the guest,
ladies first host last
▪ Inform the guest as to what kind of water
you are serving ▪ Fill the water goblet until
2/3 full
...

▪ Execute Russian service, ask the guest of
which bread he/she would like to have and
place two pieces of bread on middle part of
the bread plate
...


▪ The Maitre D’ / hostess must introduce the
server
...


▪ Server to inform the guest of his/her name
(name nick only) and that he/she will be
serving their meal

▪ Offer aperitif drinks or the special drinks of
the day

▪ Be open, friendly and respectful

2) OPENING NAPKINS
Opening and placing the napkin to the lap of
the guest shows that we care to the smallest
details
...
▪
Un-fold the napkin and place on the lap (as
shown in the picture)
▪ Do not cross your hand exposing your
underarm to the guest
3) SERVING WATER
▪ Ensure that the water pitcher is tied with
cloth napkin in the neck to catch the moisture
▪ Carry the water pitcher with your right
hand,

▪ Take the order ladies first, host last
▪ After taking the order, repeat the order and
thank the guest
5A) POST ORDER / PREPARE MISE-ENPLACE
▪ Orders to be posted in the POS for the drink
preparations in the bar and for proper posting
of charges to the assigned tables
...
Triplicate docket system – a traditional
manual system often used in medium and
large-sized hotels and restaurants
...
Duplicate docket system – often used in
small, informal restaurant
...
Electronic billing machines – used in
some establishments where the waiter, rather
than the cashier, prepares the bill
...
Computerized systems – used in large
establishments and chain restaurants
6) SERVING PRE-DINNER DRINKS
▪ Arrange the drinks properly in the bar tray
with drink mise-en-place
▪ Served the drinks from the right side of the
guest using the right hand, ladies first host
last
▪ Mention the name of the drinks when
serving
▪ Wish the guest enjoyment of their drinks
7) PRESENTING THE MENU
Things to ensure before presenting the menu;
▪ Presentability (clean, no dog ear)
▪ 86 & 68 items
▪ Menu should be carried properly
▪ Presented from the right side of the host
using the right hand, ladies first, host last
▪ Every guest must have a menu
▪ Open presentation is done only if it’s a
single page menu
8) TAKING & PLACING FOOD ORDERS
▪ Tables are numbered
...

▪ After taking the orders, repeat the order and
after the last guest, say “II will be back right
away to serve your meal, Excuse me Please”

▪ Present wine list from the right side ONLY
to the host
▪ Offer and suggest wine to pair of the food
ordered
▪ Place order
▪ Prepare needed mise-en-place (appropriate
wine glass, etc
...

▪ Guests use the outer most cutlery for their
first course and move inwards for each
succeeding course
▪ Readjust flatware after each course is
cleared and replace any that is missing or has
been used
...

10) REMOVAL OF SPARE COVERS
▪ If the number of guests is less that the covers
set in the table, the extra cover must be
removed to give space in the table
▪ Use the STP in removing the extra covers

▪ Table amenities must then be moved to the
vacant space to give space for the bread-andbutter containers

▪ Clear from the right side clockwise, keeping
the cleared plates in the left hand, away from
the guests
...


▪ Clearing plates with flatware requires
crossing the fork over the knife to prevent
utensils from sliding
...


▪ Serve food according to the restaurant
standard

▪ Clearing the table should be conducted as
quietly possible
...
Instead, check visually, from a
distance
...

▪ Avoid asking guests about the food when
their mouths are full
...
etc
...

▪ Scrape the table of breadcrumbs by using
the table crumbier or neatly folded napkin
▪ Move glasses or utensils, if necessary, to
ensure that the table is clean
...

13A) OFFERING
DESSERT

&

SERVICE

OF

Present and take dessert menu
▪ Prepare Captain’s order form and write the
order
▪ Place the order (POS or Order slip)
▪ Prepare and set mise-en-place for dessert
and coffee ▪ Pick-up dessert order
▪ Serve the dessert and coffee or tea
14) PREPARING AND PRESENTING A
BILL
▪ Ensure that it is presentable and legible
...

▪ Check should be accurate, presented to the
host or placed in the center of the table
...

METHODS &
PAYMENTS

PROCEDURES

FOR

Payments are paid either by credit card, cash,
electronic funds transfer at point of sales
(EFTPOS), vouchers or charge account
▪ In any mood of payments company
guidelines must be followed
▪ If the guest is paying with cash, ensure that
you receive the correct amount, and return
any change with a selection of bills to ensure
flexibility in leaving a tip
...

Check the table to ensure that guests have not
left any belongings behind
...
____
...

▪ The farewell should be warm and friendly

▪ These are known as the ‘service
conventions’ and all have some logic behind
them
...

▪ The use of service conventions also ensures
standardization in the service sequence and
the customer process, both for staff and for
customers
...

PROCEDURE FOR SERVICE OF A MEAL
▪ Check the sideboards have all equipment
necessary for service
...

▪ Check the menu and have a full
understanding of the dishes, methods of
cooking, garnishes, the correct covers,
accompaniments, and mode of service
▪ Ascertain the allocation of stations and
other duties if these are not already known
...


LESSON 3: RESTAURANT BEVERAGE
SERVICE

▪ Use 3S (scrape, segregate, and stock) in
clearing the soiled mise-en-place

BEVERAGES is a drink other than water, an
explanation on commercial context
...


▪ Change linens neatly, ensure not to spill
crumbs on the floor
...

SERVICE CONVENTIONS
▪ Within food and beverage service there are
traditional ways of doing things that have
become established over time
...
Non-Alcoholic Beverages

Non-alcoholic beverages
Non-alcoholic beverages refers to nonintoxication drinks or sweet carbonated
drinks, which doesn’t have any liquor
percentage or in other words yeast is not
introduced to convert sugar into alcohol
during the fermentation process
...

The bottles or cans drinks are hygienically
packed, e
...
, aerated waters, mineral water,
juices, squashes, syrups, smoothies, shakes
etc
...

1
...
1
...
As these drinks doesn’t
contain any alcohol in it hence the same is not
controlled by any government regulations
...


mocktails, coolers, cold versions of tea and
coffee, milkshakes, carbonated drinks,
mocktails, and sherbets
...

1
...
Serving Beverages
Here are some basic general rules when
serving beverages:
•

Generally speaking, when servers are
bringing drinks to the table, have
them handle the glasses from the
bottom
...
Why? Your
customer doesn’t want your server’s
germs near where they’re putting
their lips
...


•

Always handle glassware by the
stems, handles, or the bottom of the
glass
...
Serve the
guest of honor, if known, and women
first, followed by the men and
children
...


•

Serve your guests from his or her
right side, and then proceed around
the table in order of seating
arrangement
...
If the table has a cloth, they
set the drinks on it
...
When refilling
water or wine glasses, refill them
without touching the glass
...
Others energize, provide required
sugar and calories
...

Hot Beverages
These are served hot
...

Cold Beverages
These are served and consumed while
chilled
...


•

When refilling soda, beer, or a
cocktail, remove the empty glass,
then deliver a new drink
...


•

First, when pouring wine at the table,
always use a cloth napkin to wipe the
excess drips from the mouth of the
bottle
...


•

Never hold the wine glass by the
bowl
...
The
wine will stay cooler for a longer time
if the heat from your hand isn’t
pressing against the glass
...


Alcoholic beverages are portable liquid
which contain 1% to 75% of liquor
...
Some
examples
of
Alcoholic
beverages are Wine, Champagne, Beer,
Whiskey,
Brandy,
Aperitif,
Digestive, Liqueur, Spirits, Sake, Rice Wine
and Cocktails
...
Alcoholic beverages
are intoxicating and contain ethanol,
commonly known as alcohol
...
The percentage
of alcohol varies in the range of 0
...


•

Beer, ale, and lager are fermented
and brewed alcohols
...


If a beverage contains at least 20% Alcohol
by
Volume
(ABV),
it
is
called spirit
...

The only difference is that liquors come with
added sweetness and flavoring
...

The following are a few most popular
alcoholic beverages –
Beverage process/raw material & alcohol
by volume (ABV in %)
Beer
o Beer is obtained by fermenting liquid
mixture of cereals such as corn, rye,
wheat, barley and yeast
...
Alcoholic Beverages

•

Brandy
o Brandy is obtained by distilling the
fermented fruit juices
...

o 40 – 50
Rum
o Rum is obtained by fermenting
Sugarcane juice or Molasses for at
least three years
...

o 40 – 50
Vodka
o Vodka is prepared by distilling starch
or sugar-rich plant matter
...

o 40 – 55
Wines
o Wines are obtained from fruits such
as grapes, peaches, plums, apricots,
pomegranate
...

o 5 – 20
Due to the unwanted side effects of alcohol
on consumer and the society, it is the
responsibility of food and beverage service
staff to verify the young customer’s age
before serving alcoholic beverages
...


Table Wines

 Made from fermented juice of grapes
...


Dessert Wines

 These are rich and sweet
...

 Made from white grapes with noble rot
...


Fortified Wines

 Strengthened with the addition of spirit
...
Aperitifs

– Oloroso

 A pre-dinner drinks
 It stimulates the appetite
 Most popular include:
– Dry sparkling wine
– Pre-dinner cocktails
– Dry sherry
– Dry vermouth

 Port
– Ruby
– Vintage
 Vermouth
– Rosso
– Bianco
– Dry

 Muscat

Preparations for service:

5
...


Sparkling Wines

 Known as champagne
 Made from blend grapes, usually pinot noir
and chardonnay
...


 Wine basket

White Wine

 Chardonnay

Preparation service:

 Riesling sauvignon blanc

 Wine storage

 Semillon

– Red wines 55oF or 13oC

 Pinot blanc

– White wines 49oF or 5oC

 Trebbiano

 Wine temperature before serving

7
...

 Wine list presentation and suggestive
selling, up selling and order taking
...

 Decanting- the process of pouring matured
red wines gently to the other container or
decanter to remove the sediments before
serving the wine
...


Wine list presentation and order taking:

 Clearing up of glassware
...
“Good evening ladies and

Steps:

gentlemen, I’m ____ your sommelier, I’m
here to present to you our wine list for you to
choose the wines to accompany your foods”
...
“May I
know who the host of the party is?”

 Always say excuse me every time you
approach to set up
...
“Sir here’s the wine list”
...


 Hold the wine properly label facing to the
host
...


 Tell what wine you are serving
...


 “Sir since you’ve ordered shrimp cocktail I
would recommend “Chardonnay” a Chilean
white wine with notes of vanilla and lemon
which really matches the taste of your
appetizer
...

 “May I repeat your order, for your appetizer
wine you will have Chardonnay”

 Ask if wine can now be opened
...

 Wipe the lip and the cork to remove molds
or sediments
...

 Pull the screw to pull out the cork
...


 Wipe the lip of the bottle
...


 Remove the cork from the screw and
present it to the host or place it on the under
liner
...

 “Excuse me Sir/Mam I’m going to prepare
your wines and your glasses”
...

 Place the red wine or main course wine glass
first then the appetizer wine glass
...


Pouring and serving the wines Steps:
 Pour the wine to the glass of the host for
tasting first, ¼ full
...

 Ask first if there is a VIP guest
...

 Tell what wine you are serving
...


 Handle the bottle in the mid-section during
pouring
...

 Lip of the bottle must have 1-2 inches
distance from the rim of the glass
...

 Refill glass of the guest if there is still a
wine remaining in the bottle or place it in a
wine bucket for white and sparkling wine and
at the right side of the host if red wine

---