TH1806

Laboratory Exercise
Food and Beverage Personnel
Objectives:

At the end of the exercise, the students should be able to:

 Determine the personnel that make up the food and beverage division in a hotel; and
 Display interpersonal skills by recommending ways on how to deal with customers during difficult
situations in foodservice facilities.

Materials:

 01 Laboratory Exercise 1.pdf

 01 Laboratory Worksheet 1.pdf
 01 Laboratory Worksheet 2.pdf
 Pen

Instruction: Read the content of this file. Understand the concepts presented and take note of questions or
clarifications that you may have. Ask these questions during the synchronous session with your instructor. He
or she will also process your learnings or takeaways from this file.

Basic Principles:
Food and Beverage Staff
The personnel that makes up the food and beverage division differ from one hotel to another depending on its
size. Thus, the information below serves as a guide for the discussion only. For foodservice operations not set
within hotels, the organization often looks like the food and beverage section of a hotel. However, different
terminologies can be used for various job roles in several types of establishments.
The various job roles in food and beverage service are as follows (Cousins et al., 2014):
• Food and Beverage Manager – Generally, the food and beverage manager is responsible for the
operations of the overall food and beverage division. S/He also reports directly to the general manager
(GM). These are the responsibilities of a food and beverage manager:
o Ensuring that the planned profits are achieved for each food and beverage service area
o Updating and compiling new wine lists according to the availability of stock, current trends, and
customer needs
o Compiling menus, in liaison with the kitchen, for the various food service areas and special
occasions
o Purchasing of all materials, both food and drink
o Ensuring that the quality in relation to the price paid is maintained
o Determining portion sizes in relation to selling prices
o Ensuring staff training, sales promotions, and the maintenance of the highest professional
standards
o Employing and dismissing staff
o Holding regular meetings with section heads to ensure all areas are working effectively, efficiently,
and are well-organized.

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Food Production Job Roles

• Head Chef – S/He has overall responsibility for the organization and administration of the food production
operation. S/he also undertakes menu planning and development, oversees the sourcing of produce, and
sets and implements standards for the operation.
• Second Chef – S/He is the second in command to the head chef, acts as the head chef when the head
chef is off-duty, and covers for or assists a section chef when needed. S/He is often responsible for staff
training and duty rosters, as well as inventory control. Small operations may not have a second chef,
while larger operations may have more than one (1).
• Section Chef – S/He is typically in charge of a specific area of food production such as fish, vegetables,
roasts, or sweets. In large kitchens, each section chef might have several cooks or assistants.
• Junior Chef – Also known as the commis chef, s/he works under the section chef to gain experience in
the section’s work. It is common for junior chefs to work under several sections as part of their training.
• Kitchen Assistants – There are normally two (2) types of kitchen assistants: those who assist with basic
food preparation tasks under the section chef’s direction and stewards who carry out washing-up and
general cleaning duties. In smaller kitchens, these two (2) duties are often combined.

Food and Beverage Service Job Roles

• Restaurant Manager – S/He has the overall responsibility for the organization and administration of
particular food and beverage service areas. These may include the lounges, room service, restaurants,
and some private function suites. S/he sets the standards for service and is responsible for any staff
training that may be required and staff rosters.
• Receptionist – S/He is responsible for accepting bookings and keeping the booking record updated.
S/he greets customers on arrival and takes them to the table and seats them.
• Head Waiter – S/He ensures that all pre-preparation duties necessary for service are efficiently carried
out. S/he may relieve the restaurant manager or receptionist on their days off.
• Station Head Waiter/Section Supervisor/Service Captain – In large establishments, the restaurant is
broken down into sections. The station head waiter is responsible for a team of staff serving several
stations within a section of the restaurant area. Each of the sets of tables, which may be four (4) to eight
(8) in number, within the section of a restaurant area is called a station.
• Station Waiter – S/He is responsible for taking food and beverage orders and carrying out service at the
guests’ tables.
• Trainee – S/He assists the station waiter as directed.
• Carver – S/He is responsible for the carving trolley and the carving of joints at the table as required. S/He
will plate up each portion and serve with appropriate accompaniments.
• Floor or Room Service Staff – S/He is responsible for a complete floor in an establishment or, depending
on the size of the establishment, a number of rooms or suites. First-class establishments normally offer
room service of all meals and beverages throughout the day. Small establishments may offer room
service but limited to early morning teas and breakfasts with the provision of in-room minibars and tea
and coffee facilities.
• Lounge Staff – In a large establishment, a lounge staff may be employed only for lounge service. In a
smaller establishment, it is usual for members of the food service staff to take over these duties based
on assignments (rosters). A lounge staff is responsible for the service of morning coffee, afternoon teas,
apéritifs, and liqueurs before and after lunch and dinner and any coffee required after meals. S/He is
responsible for setting up the lounge in the morning and maintaining its cleanliness and presentation
throughout the day.
• Wine Butler/Wine Waiter – S/He is responsible for the service of all alcoholic drinks and non-alcoholic
bar drinks during the service of meals. S/He must be a good sales person and must have a thorough
knowledge of all drinks to be served, the best wines and drinks to go with certain food items, and the
liquor licensing laws in respect of the particular establishment and area.
• Bar Staff/Bartender/Mixologist – The people working in bar areas are responsible and competent in
preparing and serving a variety of wine, drinks, and cocktails. They should have a thorough knowledge

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of all alcoholic and non-alcoholic drinks offered within the establishment and the ingredients necessary
for making cocktails. A mixologist is an employee who mixes and serves alcoholic beverages at a bar
and is also often used as a name for people who create new mixed drinks. This term can also mean a
cocktail maker or simply bartender. Mixology is the art of making mixed drinks.
• Barista – The word “barista” is of Italian origin which means “a person who typically works behind a
counter, serving both hot and cold beverages as well as alcoholic beverages.” It does not specifically
mean a coffee maker, although it is now often used as such.
• Buffet Assistant/Buffet Chef – S/He is responsible for the buffet in a room, its presentation, the carving
and portioning of food, and its service. S/He is normally a member of the kitchen team.
• Cashier – S/He is responsible for billing and taking payments or making ledger account entries for a food
and beverage operation. This may include making up bills from food and drink checks or, for example,
charging customers for their selection of items on a tray in a cafeteria.
• Table Cleaners – They can be found in seating areas where there is no waiter service. They are clear
tables using trolleys specially designed for stacking crockery, glassware, cutlery, etc.
• Function Catering/Banquet Staff – Establishments with function catering facilities normally have a
number of regular staff. These may include the banqueting and conferencing manager, one (1) or two (2)
assistant managers, one (1) or two (2) head waiters, and a secretary to the banqueting and conferencing
manager. All other banqueting, conferencing, and events staff are normally engaged as required on a
casual basis. In small establishments where there are fewer events, the manager, assistant manager,
and head waiter will undertake the necessary administrative and organizational work.

Staff Attributes, Skills, and Knowledge

Food and beverage service is an important link between customers and the menu, beverages, and other
services offered in an establishment. The server is the main point of contact between the customers and the
establishment. To be successful in food and beverage service, members of staff should have:
• Sound product knowledge
• Well-developed interpersonal skills
• A range of technical skills
• The ability to work as part of a team.

Attributes of Food and Beverage Service Personnel

• Professional and hygienic appearance – Each staff should maintain personal hygiene all the time.
• Knowledge of food and beverages and technical ability – Staff must have sufficient knowledge of all
the items on the menu, wine, and drink lists to be able to advise and offer suggestions to customers.
(Note: Further discussion on developing and maintaining food and beverage product knowledge is provided on the
succeeding pages.)
• Punctuality – Staff should be on time for work. Being continually late on duty shows a lack of interest in
their work and a lack of respect for the management and customers.
• Local knowledge – Staff should have some knowledge of the area of the establishment where they work
so they can advise customers on other forms of entertainment and the means of transport to places of
interest and so on.
• Personality – Staff must be tactful, courteous, good-humored, and of an even temper. They must talk to
customers in a pleasing and well-spoken manner and must never show their displeasure even during a
difficult situation.
• Cultural awareness – The cultural diversity of customers, expressed in language, clothing, as well as
dietary requirements, is increasing. Members of service staff need to be open-minded, non-judgmental,
flexible, and able to appreciate and communicate respect for other people’s values and beliefs.
• Honesty – Honesty among staff, customer, and management leads to an atmosphere that encourages
efficiency and a good team spirit within the food and beverage operations.
• Loyalty – Staff needs to commit to the philosophy of the establishment mentally and be fully aware of
their department’s aims and objectives.

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• Sales ability – All members of staff are salespeople and must have complete knowledge of all forms of
food and drink to be able to contribute to personal selling and merchandising.
• Contribution to the team – Staff members should be able to work as part of a team within and between
departments. Being a team member means communicating, cooperating, and being reliable so that each
member can contribute, leading to successful service delivery.

Developing and Maintaining Food and Beverage Product Knowledge

Product knowledge is at the heart of providing information on food and beverages. It is needed so that food
and beverage staff can take every opportunity to demonstrate professionalism, promote dishes, recommend
beverages, and generally assist customers.
Food Staff
Food service staff should know the following information:
o Menu items (dishes offered on the menu) o Suitability for those with certain dietary or cultural
o Portion sizes requirements
o Prices o Cutlery and crockery required for service of
o Cooking styles and times individual menu items.
o Ingredients (which are fresh, frozen, and
pre-prepared)
Beverage Staff
Beverage service staff should know the following information:
o The drinks or mixed drinks available from the bar
o The brand names and types of drinks available
o Individual beverages such as wine knowledge, how various liqueurs may be served, the alcoholic
strength of different liquors, and whether products are domestic or imported, among others
o Matching menu items to beverages
o Glassware for the service of all drinks.

Venue Knowledge
All staff should have general information about the establishment itself, such as the following:
o Opening hours o Facilities and service available elsewhere in the
o Methods of payment accepted venue
o Booking policies and procedures (including o Names of managers or owners
the need for deposits and requirements o Legal aspects – as they apply to issues such as
regarding booking confirmations) the service of liquor and safe food handling.
o Complaint handling process

The hospitality industry, in general, and food and beverages, in particular, are dynamic. New products, tastes,
and trends are constantly emerging, while some products are losing popularity and fading away. To stay up-to-
date, staff need to keep pace with these changes, especially as they relate their job roles, using any of the
following:
o Research – It is a way to develop and maintain product knowledge. It can be performed in any of the
following ways:
 Informal research – It is neither structured nor formal; it almost occurs along the way as staff
members perform their jobs such as observing the workplace, asking another team member or
supervisor about the products or services, and obtaining information from catalogs or promotional
materials provided by suppliers and product manufacturers.
 Formal research – It is structured and planned; it can include enrolling in a recognized course at a
school or training center, attending product launches and promotions conducted by manufacturers
and suppliers, and attending seminars where products are the focus of the session.

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o Customer Feedback or Workplace Observation – Staff can learn about products and services by
observing the workplace and obtaining customer feedback. This information can also be used to
evaluate products, services, and promotional incentives offered by the establishment.
Observation in the workplace may include:
 Being aware of new products and services offered on menus and drink lists
 Being aware of product returns, i.e., which products are frequently returned, and finding out why
 Familiarizing promotional displays and printed materials – to be familiar with what information an
establishment is providing to customers
 Speaking with other team members about the services and products.

Staff members should focus on products and matters which relate to their job roles while building general
industry-wide knowledge at the same time. It is important to concentrate on the following:
• Current market trends – identifying new products and determining what product or service is gaining or
losing in popularity.
• Local area products – knowing what is produced or grown locally in the area of the establishment. Many
tourists are eager to sample the “local products” in the places they visit.
• Seasonal produce – learning which products are in season, which is necessary for taking advantage of
lower prices and seasonal products.
• Enterprise menus and specials – talking to chefs and participating in tastings at work, which are
essential for accurately passing on information to customers based on real-life, personal experience of
the food or drinks.
• Enterprise trends – keeping oneself updated with the changes in customer needs, customer profiles
(e.g., age and where they come from), and customer preferences, as well as management plans for the
property.
• Current food and beverage festivals – knowing this enables staff to inform interested customers/tourists.
• Promotional activities – knowing the special events that an establishment is organizing so that it can be
promoted to patrons.
Product knowledge involves almost anything relating to a property. Being able to identify features of specific
food and beverages, which have potential appeal to customers, is an extension of the concept of product
knowledge.

Essential Technical Skills

The following are the essential technical food and beverage service skills that food and beverage staff should
have (Cousins et al., 2014):
Technical Skill Examples of Application
Holding and using a service spoon and For the service of food at a customer’s table, especially for silver
fork and other service equipment service, and for serving at a buffet
Carrying plates When placing and clearing plates from a customer’s table
For carrying glasses, carrying tea and coffee services as an under
Using a service salver (round tray)
liner for entrée dishes, and potato and vegetable dishes
Using a service plate (a joint plate with For carrying items to and from a table, including clean cutlery, clearing
a napkin upon it) side plates and knives, and crumbing down and clearing accompaniments
For carrying clean glasses by hand or on a salver and for clearing dirty
Carrying glasses
glasses from a service area
For bringing equipment or food and beverage items to the service area
Carrying and using large trays
and for clearing used equipment from the service area

Table 1. Technical skills and their application

Source: Food and Beverage Service (9th ed.), 2014. p. 33

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These essential technical skills are used specifically for table service. However, these skills are also used when
providing other forms of service, such as carrying trays for room service or using a service salver for bar service.
Also, usage may differ from one establishment to another.

Interpersonal Skills
In food and beverage operations, the interaction between both external and internal customers happen
regularly. External customers are the guests of an establishment, while internal customers are the staff of the
different departments of an establishment. Since interaction in food and beverage services is unavoidable,
service staff should possess the following interpersonal skills (skills used by a person to interact with others
properly) according to Cousins et al. (2014):
• Communication –There are three (3) main types of communication:
o Face-to-face. The skills used here are maintaining eye contact and active listening. Eye contact
may differ across cultures; active listening is about head nodding, gestures, and repeating back
phrases to ensure confirmation of understanding.
o Telephone communication. Staff members must be able to use telephone equipment efficiently
and effectively. When dealing with a customer on the phone, it is important to make sure they are
informed when the staff is accessing information and if they are to be placed on hold. It is also
important to speak clearly and slowly to allow for the possibility that the reception on the phone
line may not be perfect and adapt to the speech needs of the customer.
o Written communication. It can be done via letter, e-mail, memo, or report. Written communication
is necessary when a formal response is required. An organization will provide guidelines to staff
on when and how to use written communication.

• Dealing with Customers – The beginning of all good interpersonal skills is good manners: saying
“please,” “thank you,” and “I beg your pardon”; being pleasant to people; showing care about what they
want; and apologizing for anything unsatisfactory like having to wait.
When addressing customers, ‘Sir’ or ‘Ma'am’ should be used when the customer’s name is not known.
If the name is known, then the customer should be referred to by their last name. First names should
only be used in less formal operations and where the customer has explicitly indicated that this is
acceptable.
When in conversation with customers, staff should not do the following:
o Talk to other members of staff without excusing themselves from the customer first
o Interrupt interactions between customers and staff; a staff should wait until there is a suitable
moment to catch the attention of the other staff member so that they may excuse themselves
from the customer first
o Serve customers while having a conversation with other staff
o Talk across a room, either to other staff or to customers.
Customers should always be made to feel that they are being cared for, not that they are an interruption
into the operation.

• Dealing with Customers During Service – Greetings such as “Good morning/afternoon/evening”

should be used upon receiving customers or when staff first comes into contact with the customer. For
example, a lounge service staff should attend to the people already seated in the lounge. Here are the
other examples of interpersonal skills needed at particular points during the service:
o Showing customers to their table – Always lead and walk with them at their pace.
o Seating customers – Ladies first, descending in age unless the host is a lady.
o Handling coats/wraps – Handle with obvious care.
o Handing menu/wine list to customers – Offer the list, open it, and wait for the customer to take it.
o Opening and placing a napkin – Open carefully; do not shake it like a duster. Place it on the
customer’s lap after saying “excuse me” to the customer.
o Talking to customers – Only talk when standing next to them and looking at them.

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o Offering water or rolls – Say, for example, “Excuse me, sir/ma’am. May I offer you a bread roll?”
o Explaining food and beverage items – Use terms the customer understands, not technical terms.
Use terms that make the item sound attractive, such as casserole, not stew, creamed or purée
potatoes not mashed. Do not use abbreviations like ‘veg’.
o Being culturally aware – Show respect to guests regardless of their culture.
o Serving and clearing – Always say “excuse me” before serving or clearing and “thank you” after
finishing with each customer.
o Offering accompaniments – Only offer accompaniments if the customer is at the table. Offering
accompaniments when these are not at the table usually means, “I will get them if you really want
them.”

• Handling Complaints – In some instances, a customer will make a complaint, such as:
o Service was slow. o The server was inattentive.
o The food was cold when served. o The wrong dish was brought to the table.
o The wine served was at the incorrect o Explanation of the menu was inaccurate.
temperature. o Poor attitude of the staff.
o Reservation was not recorded.
In case of a complaint, the following steps should be taken:
a) Do not interrupt the customer. Let the customer have his/her say and make his/her point.
b) Apologize, but only for the specific problem or complaint.
c) Briefly restate the details of the complaint back to the customer to show that his/her complaint
has been listened to and understood.
d) Agree by thanking the customer for bringing the matter to attention. This shows that a staff is
looking at the problem from the customer’s perspective.
e) Act quickly, quietly, and professionally and follow the establishment’s procedures for handling
complaints.
When handling a complaint, a staff should never:
• Lose his/her temper.
• Take comments personally.
• Argue.
• Lie.
• Blame another staff member or another department.
Valid complaints provide important feedback for a foodservice operation and can be used as valuable
learning opportunities to improve service.

References:
Association of Southeast Asian Nations (ASEAN). (2013). Toolbox Development for Front Office, Food and Beverage
Services and Food Production Divisions: Develop and maintain food and beverage product knowledge.
Melbourne, Australia: William Angliss Institute of TAFE.
Cousins, J., Lillicrap, D., & Weekes, S. (2014). Food and beverage service (9th ed.). Italy: Hodder Education.
Davis, B., Lockwood, A., Alcott, P., & Pantelidis, I. (2018). Food and beverage management (6th ed.). Oxon: Routledge.

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Procedures:
I. Individual Activity
1. Access 01 Laboratory Worksheet 1 - ARG.
2. Accomplish the activity by following the given instructions.

II. Group Activity

1. You will be assigned in groups by your instructor and will be given certain situations in food and
beverage operations that you need to address.
2. Access 01 Laboratory Worksheet 2 - ARG for the complete instructions of the activity. Upload your
output via eLMS Dropbox.
3. You will be graded based on the following rubric:

CRITERIA PERFORMANCE INDICATORS POINTS

Provided insightful and

Content appropriate solutions to the 13
given situations.
The points are expressed in a
Organization of ideas clear and logical arrangement of 2
ideas.
TOTAL 15

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