Introduction to Food and Beverage Services

Unit 1: The Food and Beverage Service Department

At the end of this unit, you should be able to:

 Discuss the importance of the food and beverage service industry to the tourism sector.
 Identify the duties and responsibilities of a food and beverage service staff.
 Practice the professional skills required for a food and beverage service staff.
 Observe personal safety practices.
 Observe the 5S of good housekeeping.
LESSON 1: The Food and Beverage Service Department
Introduction

The tourism industry is one of the biggest industries worldwide contributing trillions of US dollars to the global economy
annually. From being just concerned about travel and recreation, the tourism industry has grown into a complex network
involving many other sectors. One of these is hospitality.

The goal of the hospitality industry is simple. It is to ensure that the basic lodging and food and beverage needs of a guest
are well provided. The relationship of the hospitality industry to tourism lies on the chances that a person away from home
might also need a hotel to stay at or a food establishment to eat in. Either a person stays in the hotel or goes to a local food
establishment, he/she is treated as a guest.

In the hospitality industry, guests and their satisfaction are a top priority. A big part of that satisfaction comes from a well-
delivered food experience emphasizing the importance of an effective food and beverage service. And as the tourism
industry expands its scope, so does the food and beverage service sector.

TOPIC 1: Types of Food and Beverage Service Establishments

Food and beverage service operations can be classified as either commercial or non-commercial. Commercial food and
beverage establishments include most F&B services which aim to generate profit. Meanwhile, non-commercial food and
beverage services are mainly subsidized and aim to provide welfare more than to earn revenue.

However, different food and beverage services have their unique characteristics which can always be reflected by their
menus, services, and themes. Presented below are the most common types of food and beverage service establishments.

Food and Beverage Establishments

1. Fine Dining Restaurants
These are establishments that offer very high standards in all aspects of their operations including an extensive
menu, good quality service, facilities and decor, service accompaniments and others. Fine dining restaurants employ a
well-trained and highly skilled waitstaff.
2. Casual Dining Restaurants
These are food and beverage establishments that serve moderately priced food in casual atmosphere. Casual
dining restaurants usually provide table service and comprise a market segment between fast food and fine dining
establishments.
3. Cafés
These are small social gathering places or shops that sell food and drinks .
4. Specialty Restaurant
These are dining establishments that emphasize on one food product or one type of ethnic cuisine in its menu and
marketing.
5. Bars
Bars can be individual businesses or part of a larger operation, like a restaurant. The physical set-up of bars is critical to set
the ambiance and the theme of the establishment. These establishments allow guests to meet and socialize for both business and
pleasure.

6. Cafeterias
These are food and beverage establishments where there is little or no table service. Cafeterias can be a restaurant
or a dining area in an institution in which guests select their food at a counter and carry it on a tray to a table available
after making payment.
7. Fast Food Restaurants
These are establishments offering limited choices of popular food at reasonable prices. Fast food restaurants may
be small and suited to the local area offering local delicacies while some may be part of an international chain.

TOPIC 2: Duties and Responsibilities of a F&B Staff

The organizational structure of the food and beverage service department involves various personnel. The size of the
organization depends on the seating capacity of an establishment. Furthermore, the duties and responsibilities of a food
and beverage service staff may vary according to the operation of the establishment, types of service and the number of
staff.

As an F&B service staff, you should be familiar with these to effectively deliver the expectations of your colleagues and
the guests. Here are some of the most common job titles under the food and beverage service division as well as their
individual duties and responsibilities.

 Food and Beverage Division Manager (Department Manager)

 Makes sure that the target revenue is reached in the specified time or period.
 Oversees the purchase of materials and equipment for the department.
 Coordinates with the kitchen in planning menus for various service areas

 Restaurant/Bar or Outlet Manager

 Conducts inventory checking.

 Purchases required stock.
 Selects, supervises, trains, grooms, and evaluates subordinates.
 Prepares reports about the staff and sales.
 Controls department expenses through staffing, budgeting, and scheduling
 Handles daily sales and coordinates with the cashiers.
 Handles guest complaints and provides special requests.

 Room Service Staff

 Receives room service orders from guests.

 Coordinates room service orders
 Prepares room service accounts prior to the delivery of the room service.
 Processes room service account transactions
 Delivers room service orders and serves room service orders.
 Prepares and processes room service accounts.
 Fetches and maintains room service trolleys, trays, and other items.

 Head Waitstaff/Team Leader

 Ensures that services are carried out in accordance with prescribed standards and policies.
 Assists the restaurant manager in performing his/her duties.
 Handles complaints from the guests and conflicts between subordinates.
 Trains and assists subordinates in performing their duties.

 Executive Chef

 Does the planning and organizes and supervises the work of the kitchen.
 Prepares the menu in accordance with costing and catering policies of the establishment.
 Prepares reports of staffs and sales
 Controls departmental expenses through staffing, budgeting, and scheduling.
 Conducts stock-taking or inventory checking and purchases required stock.

 Bar Staff

 Prepares beverages according to prescribed standards.

 Conducts the inventory of bar supplies and materials.
 Assists guests in choosing his/her beverage order.

 Receptionist

 Welcomes guests and greets customers upon arrival.

 Escorts the guests to their tables.
 Checks the reservation of the guests.
 Coordinates with the waitstaff regarding table availability and reservation

 Waitstaff

 Takes food and beverage orders.

 Serves food and beverage orders properly.
 Reports to the station waitstaff any notable circumstances
 Identifies opportunities for higher revenue.

 Busser/Runner

 Clears dishes and beverage items.

  Crumbs-down tables
 Assists the waitstaff and the bartenders (bar runners) in serving dishes.
 Cleans and maintains counters and work areas.
 Restocks wait stations and buffet tables.
 Replaces tablecloths and returning tables to their original position.
 Keeps the restaurant area clean and safe.
 Assists guests in moving tables and chairs and in setting up highchairs.

 Sous Chef

 Supervises the preparation of food.

 Oversees food service in pick-up counters.

 Line Cook

 Leads most of the cooking in his/her designated station.

 A line cook can be posted in the following stations:
 Sauce and Sauté (Saucier)
 Soup (Potager)
 Grill (Grillardin) or Savoury (Savourier)
 Roast (Rotisseur)
 Fry (Friturier)
 Pantry (Garde Manger)
 Fish and Seafood (Poissonnier)
 Vegetable (Entremetier)
 Roundsman (Tournant)
 Butcher (Boucher)
 Pastries (Patissier)
 Banquet

 Commis

 Performs and maintains mise-en-place.

 Prepares ingredients, utensils, and equipment for food production.
 Maintains kitchen cleanliness and hygiene.

 Steward/Dishwasher

 Makes sure that kitchen equipment and utensils are clean and ready for service.
 Conducts the inventory of cleaning chemicals and equipment.
 Maintains cleaning equipment.
 Checks dining equipment and utensils for breakages and defects.
 Ensures that food scraps and kitchen wastes are disposed of well.
TOPIC 3: Knowing Your Role as an F&B Service Staff
To be able to do your duties properly, you must understand your role in the organization. Here are some ways to
help you know your duties and responsibilities as a food and beverage staff.
 Organizational Structure
This refers to how members are situated in an organization. Organizational structures will not only help you find
your place in an organization but will also help you identify the chain of command and the flow of authority in an
establishment.
 Contracts and Job Description
A contract is a written document that states the description of your job, the scope of your responsibilities, and the
terms of your employment. This is usually provided by your employer before you start working. Other than your main
responsibilities, there may be times when you are required to perform other side duties as deemed necessary.
 On-the-Job Training
OJT or on the job training will let you familiarize yourself with the function of each staff or each department and
the processes inside the organization through hands-on work experience. OJTs can be required for interns or new staff
and even to old staff members if a new policy or system is being implemented.
 SOPs, Policies and Manuals
These are set of instructions that indicate the appropriate actions to be undertaken for any possible workplace
situation. SOPs may be set by the establishment and influenced by practices in the industry and sometimes policies
implemented by a concerned government agency.

 Daily Task Sheet, Direct Request and Observation

A daily task sheet is a document detailing the activities that you must undertake throughout your shift. This is
usually handed to the staff or posted in bulletins before the service, or the shift starts. Meanwhile, direct requests and
observations will show you tasks that need to be addressed immediately, depending on the event or what you feel based
on any given situation.

LESSON 2: The Food and Beverage Service Staff

Introduction
Food and beverage service involves various job roles. However, the goal of all F&B service staff should be simple: to
achieve guests’ satisfaction by meeting their needs and/or exceed their expectations.
This lesson will present the ways on how you can become a professional food and beverage service staff.

TOPIC 1: Professional Work Habits and Skills of an F&B Service Staff

As a food and beverage service personnel, you are expected to behave and perform in a professional manner. Doing so
will enable you to meet the expectations of the guests and your coworkers.

The following are some of the important things you must remember and perform as a professional food and beverage
staff.

 Present yourself professionally and maintain proper hygiene.

 Be at work when scheduled.

 Arrive 30 minutes before your shift.
 Do not miss a shift.
 Advise your supervisor well ahead of time when you are unable to work especially when ill.
 Wear the required uniform properly.
 Observe appropriate grooming.
 Bathe regularly.
 Apply appropriate skin and body care.
 Put away your cell phones when on-duty to avoid being tempted to take selfies or group pictures.

 Demonstrate positive attitude in the workplace

 Cooperate with your colleagues.

 Offer help and do not wait to be asked.
 Always smile.
 Appreciate the effort of your colleagues.
  Thank coworkers for their help.
 Anticipate the wishes and needs of guests.
 Treat all guests as VIPs.
 Never argue with the guests.
 Develop a sense of urgency especially when the establishment is very busy.

 Communicate Effectively

 Use correct and appropriate verbal and nonverbal communication techniques.

 Ask questions.
 Listen attentively.
 Clarify ambiguities.
 Confirm messages.
 Seek and provide feedback.
 Always use polite and courteous verbal and non-verbal language
 Be mindful of your social, religious, cultural, gender and/or age-specific differences.
 Avoid workplace gossips.
 Do not take credit for the work that you did not do.

 Perform assigned tasks.

 Attend in the daily orientation to know the specialty for the day, promotions, available and out-of-stock items,
and time of preparation for each food item.
 Be familiar with the structure of the food establishment, the location of each room, fire exit, cashier, kitchen,
stockroom, storage area, pantry area, etc.
 Complete daily task according to a designated sequence within the required time.
 Give proper treatment to priority requirements.
 Advise coworkers when a task was completed and inform them when you are running behind time.
 Ask assistance from others when necessary.
 Comply with legislative requirements and internal house policies and procedures.
 Work with minimal disturbance to guests.
 Keep noise levels at a minimum.

 Participate in workplace activities.

 Maintain work area in proper condition.

 Always keep the workplace clean and tidy.
 Be mindful of factors that may affect workplace safety and security.
 Set the proper environment for guest comfort.
 Take part in searching for a resolution to problems and issues.
 Attend activities intended to improve service delivery and guest experience.
 Be willing to assume responsibility.
 Do your job regardless of the presence of a supervisor.
 Develop sensibility to identify and assume responsibility.

 Respond accordingly and quickly.

Respond accordingly and quickly to the following:

 Requests for assistance from co-workers and guests.

 Customer complaints and workplace conflicts.
 Arising situations and/ or emergencies.
 Any other anticipated or unanticipated situation requiring action or attention.

TOPIC 2: Food Safety and Hygiene Practices

Being a food and beverage service staff involves dealing with food. For that reason, you must know that your
actions, health, and personal habits affect the safety and the quality of the service. Therefore, you must responsibly
perform and observe the safety practices in food handling.

This lesson will discuss topics that an F&B service staff need to know in terms of complying with the hygiene
requirements set by the industry. The following are some practices to ensure that personal hygiene for food safety is
attained.

Dos
 Bathe before reporting to duty.
 Wash your hands before having contact with any food item.
 Keep facial hair neat and controlled.
 Kitchen staff should wear hairnets or hats.
  Fingernails should be cut short, kept clean and free of nail polish.
 Use clean clothes for each shift and change when necessary.
 Inform your supervisor immediately if you are suffering from any communicable disease.
 Use face towels to wipe sweat.
 Cover cuts and sores on hands and fingers with waterproof dressing and bandages. Make sure to inform your
supervisor about this.
 Use disposable gloves if appropriate.

Don’ts
 Do not touch cooked or ready-to-eat food with your bare hands.
 Do not wear your uniform in other public places before coming to work or after work.
 Do not smoke in any food area.
 Do not spit in any food area.
 Do not touch your face and hair after washing your hands.
 If you have any communicable disease, do not report to duty until having secured a certificate from a doctor
stating you have been cleared to work with food.
 Do not use the same container when refilling the food.

Uniform and Accessories

Each food and beverage service establishment have different policies when it comes to wearing a uniform. However, aside
from wearing the uniform the management provides, food and beverage staff should observe the following measures as
well.

 Do not wear loose-fitting clothes.

 Press clothes at all times.
 Make sure that buttons, name tags, pins, and clips are securely fastened.
 For women, longs hairs should be tied back.
 For men, beards and mustache should be shaved neatly.
 Use a clean uniform for each shift and change if necessary.
 If wearing skirts, wear clean hose when required.
 Wear socks. It is advised to wear plain dark one or plain socks of a color that compliments the color of the
pants.
 Keep the shoes polished and laced.
 Do not wear open-toed shoes.
 Avoid wearing big jewelry.
 Fingernail decorations such as artificial nails should be avoided.

LESSON 3: 5s of Good Housekeeping

Introduction
5S is a simple method of organizing the workplace safely and efficiently to enhance productivity. It is a
systematized approach to organize work areas, keep rules and standard, and maintain the discipline needed to do a
productive workplace. 5S leans on the idea that productivity is achieved by organizing the work area because it eliminates
wasting of resources, such as time.

It traces its origin to the production techniques observed in some of the world-leading manufacturing companies. This
method is divided into five phases: Seiri, Seiton, Seiso, Seiketsu, and Shitsuke. Each phase is named after a Japanese term
recognizing the Japanese companies which lead the practice of this method.

TOPIC 1: Sort (Seiri)

Seiri Practices
To achieve the two primary goals of Seiri, the following practices can be performed:

 Use evaluation criteria in sorting.

 Use tags when sorting.
 Create a material list containing all the available materials.

Benefits
When Seiri practices are well executed and their goals are achieved, these benefits will be observed:

 Production spaces are freed and become more productive.

 Conducting inventory becomes easier.
 Less time is consumed by searching for an item.
 Moving goods and mobility of employees becomes easier.

TOPIC 2: Systematize (Seiton)

Seiton Practices

 To attain workplace order, the following practices should be performed:

 Put items in their allocated places.
 Return the items to where they came from.
 Record any changes regarding the order of placement of things and informing concerned personnel.
 Update the records regularly to make sure that items are at their designated places.
 Label items and their locations.
 Put frequently used items closer to reach.
 Do not pile up items without a labeled separator.

Benefits
Seiton, when done well, will result in the following benefits:

 Less time spent in searching for items.

 Less time is spent in transport and handling operations.
 Fewer operations requiring too much effort such as heavy lifting.

TOPIC 3: Sweep (Seiso)

Seiso Practices
To ensure that Seiso is observed, the following practices should be performed:

 Clean and inspect the workplace area regularly.

 Assign a caretaker for each tool, machine, or equipment.
 Clarify daily maintenance by providing clear instructions.
 Provide necessary tools and pointers for cleaning.

Benefits
The success of Seiso is characterized by these observable factors:

 Tidiness and order in the workplace are maintained.

 Malfunctions and other situations can be prevented even before they arise.
 Contradictions and other non-compliance will not go unnoticed and unaddressed.

TOPIC 4: Standardize (Seiketsu)

Seiketsu Practices
The following are some of the common practices of Seiketsu:

 Use visual materials in managing such as infographics, bulletin boards, and light devices.
 Make use of posted messages calling for immediate action.
 Use marks to label inspected items.
 Post labels on machines and equipment indicating the dates of the previous and the upcoming maintenance.

Benefits
A successful Seiketsu can be observed through these results:

 Cleanliness and orderliness in the workplace are maintained.

 Misoperations on the processes or equipment function can easily be identified and prevented.
 Good practices are standardized.

TOPIC 5: Sustain (Shitsuke)

Shitsuke Practices
To achieve this goal, some or all these practices should be observed:

 Develop and reviewing standardized procedures regularly.

 Conduct inspections regularly.
 Provide necessary adjustments to situations brought about by the new ways introduced in the first four steps.
 Train employees in the 5S method and explain to them the principles behind it.
 Communicate the 5S to the employees.

Benefits
The effect of a well-implemented Shitsuke can be observed through these following results:

 Employees are doing newly introduced practices without being told to do so.
 Improvements in the productivity will be enjoyed long-term.
 Health and safety measures are improved.

Introduction to Food and Beverage Services

Unit 2: Preparing the Environment for Food and Beverage Service
LESSON 1: Checking the Requirements of the Upcoming Service Session
Introduction
The goal of a food and beverage service staff is to provide efficient and well-delivered food and beverage service to the
guests. To do this, you must prepare for the upcoming service session taking into consideration its requirements.

TOPIC 1: Understanding the Upcoming Service Session

To be able to provide an efficient food service that will satisfy the guests, here are the activities that are commonly
undertaken to help an F&B service staff anticipate and understand the upcoming service session.

1. Check the table reservation.

2. Consider the anticipated trade.
3. Arrival and treatment of VIPs
4. Check for special service protocols or plans for the upcoming service.
5. Limitations for service

TOPIC 2: Checking the Menu for the Upcoming Service Session

BASIC TYPES OF MENUS

TOPIC 3: Cleaning and Checking the Restaurant Area

Part of a well-delivered food service is providing a hygienic and secure environment for the guests. This involves having a
clean and orderly service area where guests can eat conveniently and without any worries.

Major cleaning activities are done when the restaurant is closed leaving the responsibility of monitoring the cleanliness
during operation hours to the food and beverage staff. The following are the restaurant areas that must be kept clean:

LESSON 2: Setting Up the Dining Area

Introduction
Preparing the service area requires time. Therefore, the food and beverage service staff are given at least an hour to set up
the service area before the session starts.

The service area is where the guests spend most of their time while in the restaurant and where you do most of your tasks
as food and beverage service staff. It should be set up properly depending on the existing policy or the requirements of the
upcoming session.

This lesson includes the various tasks to be performed in order to prepare the service area such as setting up furniture and
food and beverage equipment and tableware preparing the waiter’s station and adjusting the food service environment.

TOPIC 1: Setting Up the Furniture and F&B Service Equipment

Setting up the furniture and F&B equipment is one of the major tasks involved in preparing the service area. The
following measures should be observed when setting up the furniture and equipment:

Determine additional setup for special occasions.

The physical setup of most establishments is made permanent. However, several instances will require you to prepare
additional arrangements for special occasions such as setting up the buffet table and promotional devices. Doing so
requires you to be familiar with the floor plan. A floor plan shows the manner in which the tables are arranged in the
restaurant area.

The following are also common factors that should be considered when setting up additional service requirements:

1. Shape and design of the room

2. Immovable objects (Staircases, Waiter’s stations)
3. Shapes and sizes of furniture and equipment
4. Emergency exits and doors.
5. Ease of movement for guests and personnel
6. Location of bar and toilets
Check and clean the furniture.

The cleanliness of the tables and chairs and the comfort of sitting in the dining area has a huge effect on the overall dining
experience. Dining room furniture must be well-maintained. The following are some measures to undertake to make sure
that guests will return to your restaurant:

1. Use the appropriate cleaning material to wipe the furniture.

2. Make sure that tables are clean and dry before making it available to guests.
3. Clean chairs regularly to prevent small crumbs from building up.
4. Avoid using abrasive cleaners and products such as sandpapers and brushes with hard bristles.
5. Examine the furniture regularly and report defects to the appropriate personnel.

Prepare the equipment for service.

Various machines are used depending on the range of service provided by the restaurant. Below are some steps to follow
to make sure that equipment will function well in the course of the food and beverage service session.

1. Clean and use all equipment according to the instructions provided by the manufacturer.
2. Items that are not clean, unsafe or are showing signs of malfunction should be removed from service and reported
to the appropriate personnel.
3. Turn on machines that need to be prepared before the service starts.
4. Beverage dispensers should be inspected regularly to make sure that they are clean and in good condition.

TOPIC 2: Clothing Tables

Different establishments have different ways and styles of clothing a table. External requirements such as event themes
and guest preference also affect the way a table is clothed. Below are the types of linen used in the food and beverage
service.
Procedures for Laying the Tablecloth

1. Check if table is clean and sturdy.

2. Make sure that the tablecloth is folded in a concertina or accordion-like manner.
3. Place the folded tablecloth on the table with its open end facing away from you.
4. Unfold the topmost layer toward your direction.
5. Hold the second and the bottom layer to secure them in place.
6. Let it hang on the edge of the table.
7. Using your thighs, press the unfolded topmost layer to secure it in place.
8. Pull the bottom layer to release the rest of the tablecloth.
9. Adjust the tablecloth to make sure that the overhang falls equally on each side.
10. Lay the topcloth through the same procedure.

Tips in Clothing a Table

 The tablecloth should be clean and freshly laundered.

 Any linen with stains should be discarded.
 Tablecloths should be pressed and free from wrinkles.
 Never let the cloth touch the floor.
 Make sure that the cloth is laid on the right side up.
 If appropriate, use the tablecloths to cover the legs of the table.
Skirting Tables

The table skirt is a fabric or a paper drape which covers the front and the sides of the table from the surface down to
the floor to hide the legs of the table and the underneath from plain sight. Table skirting is traditionally done from
scratch. However, most establishments now commonly use ready-made table skirts which can be easily attached to a
table.

TOPIC 3: Preparing Table Napkins

The word "napkin" is derived from the French word

“naperie” which means “household linen.”. The use of
table napkins in the food and beverage service started in the year 1400 on royal events. Back then, the napkins that they
use were made from warm and perfumed pieces of cloth.
Table napkins serve two purposes: First, to wipe the hands and the mouth of the guests or to protect guests from spillage;
And second, to decorate the table for a more pleasing table setting.

Guidelines for Preparing Napkins

The common size of table napkin used by food and beverage establishments now is 16x16 inches (40.6x40.6 cm.) or
18x18 inches (45.7x45.7 cm.). Below are some of the measures you must observe when preparing table napkins.

 Make sure that napkins are freshly laundered and well pressed.
 The napkins should have no stains and other dirt.
 Napkins should not have holes or any torn parts.
 Napkins should be starched to make them sturdy.
Pyramid Napkin Fold

1. Lay the napkin with the front side up.

2. Fold the napkin diagonally to form a triangle.
3. Take the two corners of the base of the triangle and fold it to meet the corner closest to you. Doing this will make
a diamond shape out of the table napkin.
4. Turn the napkin over and keep the open end facing away from you.
5. Fold the napkin diagonally to form another triangle.
6. Fold the triangle in half vertically with the open ends hidden behind.
7. Let the napkin stand into a pyramid.

Candle Napkin Fold

1. Lay the napkin with the front side up.

2. Fold the napkin diagonally to form a triangle.
3. Fold up an inch from the base of the triangle.
4. Turn the napkin over.
5. Fold one side of the triangle up and start rolling the napkin.
6. Roll the napkin tightly into a cylinder until it reaches the other end.
7. Tuck the end of the napkin to secure the roll.
8. Fold one of the tips of the roll to reveal the smaller tip.
9. Let the napkin stand into a candle with the smaller tip as the flame.

Fan with Stand Napkin Fold

1. Lay the napkin with the front side up.

2. Fold the napkin crosswise to form a rectangle.
3. Starting at one of the narrow ends, fold the napkin into an accordion-like figure.
4. Leave enough inches unfolded for the base of the fan.
5. Secure the folded part of the napkin and fold it in half.
6. Fold the base diagonally and tuck its end underneath.
7. Release the folded napkin and let it stand into a fan.

Rosebud Napkin Fold

1. Lay the table napkin face down in front of you.

2. Fold the napkin diagonally into a triangle.
3. Fold the farthest corners to meet the corner closest to you. The napkin should form a diamond.
4. Turn the napkin over. Keep the open end pointing away from you.
5. Fold the corner closest to you outward to form a pentagon.
6. Turn the napkin over one more time.
7. Fold an inch on one of the sides two times.
8. Do the same with the other side.
9. Tuck one side with the other to secure both folds.
10. Let the napkin stand into a rosebud.

Bishop’s Hat Napkin Fold

1. Lay the napkin with the front side up.

2. Fold the napkin crosswise to form a rectangle.
3. Take one of the farthest corners of the rectangle and fold it diagonally.
4. Hold the fold in place and take one of the closest corners.
5. Turn the napkin over.
6. Fold the napkin horizontally revealing two triangles along the longer side.
7. Gently roll the one triangle and tuck its end underneath the right triangle.
8. Do the same with the other triangle.
9. Form a circle out of the base of the napkin.
10. Let the napkin stand and make sure that its center looks hollow.

Bird of Paradise Napkin Fold

1. Lay the napkin with the front side up.

2. Fold the napkin in a quarter by folding it horizontally and vertically afterward
3. Fold the napkin diagonally to make a triangle.
4. Fold one of the corners inward.
5. The corner should form a tip pointing in your direction.
6. Do the same with the other corner.
7. Fold the tips outward to form another triangle.
8. Fold the triangle vertically to expose the center seam.
9. Hold the base firmly and pull up four tips to create the wings of the bird of paradise.
10. Place the folded napkin in a goblet to let is stand.
Crown Napkin Fold

1. Lay the napkin with the back side up.

2. Fold the napkin diagonally into a triangle.
3. Fold the closest corners to meet the farthest corner. The napkin should form a diamond.
4. Fold the bottom corner at about 2/4’s of the way to form a small triangle.
5. From the tip of the triangle, fold it down until its point touches its base.
6. Turn the napkin over.
7. Fold half an inch on one of the sides fold it toward the center.
8. Do the same with the other side until they meet at the center.
9. Tuck one side with the other to secure both folds.
10. Bend two of the outer layers of the napkin and let them hang on the side.

TOPIC 4: Preparing the Waiter's Station

Also known as the service station, the waiter’s station is a table, or a drawer set up in a restaurant that contains the
necessary items to assist the staff in the performance of their duties.

Requirements of a Waiter's Station

The following are the items that should be found at the waiter’s station:

1. Menu list
2. Service trays
3. Condiments and single-use items
4. Clean crockery
5. Water Pitcher
6. Clean glassware
7. Clean table napkins
8. Bill folder
9. Clean cutlery
10. Centerpieces
11. Fresh linen

TOPIC 5: Preparing the Cutlery

The term cutlery refers to any hand-held tool used for eating or serving food. Also called silverware or flatware, cutlery
items include spoons, knives, forks, and tongs. The following are the common types of cutleries:
Tips for Handling Cutlery
Cutlery items deliver the food from the plates to the guests. It is important that they are always kept sanitized and
polished. Here are some of the steps to keep cutlery items polished:

 Sort cutlery items according to type and place them in a utensil organizer.
 Hold cutlery items by the handles.
 Use a lint-free cloth to wipe the service end of the cutlery items.
 Place polished cutlery on an underplate. Make sure to place cutlery items handles up in the service position.
 Do not touch the part of the cutlery that goes into the mouth of guests.
 Use a lined plate when serving additional cutlery.
TOPIC 6: Preparing the Crockery

The term crockery includes plates, dishes, and cups used in dining. Most crockery items are made of baked clay, but some
are made of metal and glass. Here are the common types of crockery:
TOPIC 7: Preparing the Glassware

There are numerous variations of glassware in the food and beverage industry. This tableware varies according to shape
and the beverages they are used for. The following are the most common types of glassware used in food and beverage
service:

TOPIC 8: Preparing the Glassware

Tips in Handling Glassware
Glass items are fragile that is why proper measures should be observed in handling them. The following are
some of the safety and sanitary tips when handling glassware:

 Use ice scoopers or tongs to fill the glass with ice. Never use the glass to scoop ice.
 To avoid breakage, do not dip a hot glass in cold water.
 Do not stack the glassware.
 Use trays in carrying more glass than you can handle.
 Always handle the glass by the stem or the base.
 Handle stemmed glasses separately to avoid breakages.

TOPIC 9: Preparing the Glassware

Tips in Handling Glassware

Glass items are fragile that is why proper measures should be observed in handling them. The following are some of the
safety and sanitary tips when handling glassware:

 Use ice scoopers or tongs to fill the glass with ice. Never use the glass to scoop ice.
 To avoid breakage, do not dip a hot glass in cold water.
 Do not stack the glassware.
 Use trays in carrying more glass than you can handle.
 Always handle the glass by the stem or the base.
 Handle stemmed glasses separately to avoid breakages.

TOPIC 10: Setting Up Tables

Setting up tables means placing the tablecloth, and the appropriate tableware and linen on the table. This topic will
present to you the most common table set up today.

Ala Carte / Basic Cover Setup

Table d’Hote Cover Setup
A table d’Hote menu is known for having a set price for a meal including a certain number of courses. In this
menu, the table is preset so all the necessary tableware for the entire meal are already laid out. Table setup may vary
according to what the first dish is based on the order of the guests. If a soup is the first dish, soup spoons should be set
together with the rest of the tableware. Meanwhile, if fish or other items like escargot snails are on the menu, the
appropriate dining utensils should also be included in the setup.

Standards in Table Settings

Completeness

 All the necessary tableware should be set before the service starts.
 Coffee or tea must be with sugar or creamer.
 Placemats can be set up when the table is not covered with a tablecloth.
 Condiments should be set on the table and refilled when appropriate.
 Client requirements and cover adjustments should be provided before food orders are served.

Uniformity and Balance

 There should be even spacing between chairs and covers or the table setting for each guest.
 Same glassware and crockery and cutlery items should be provided for guests who have the same food orders.
 Cutlery items should be aligned properly with the same distance from the edge of the table.

Order and Timeliness

 All service equipment should be on the appropriate side of the cover.

 Glasses, cups and saucer, knives and the cocktail fork should be on the right side.
 Forks and knives except for the cocktail fork should be on the left side.
 Condiments should be at the center together with the centerpiece.
 Cutlery items should be arranged according to the sequence they are going to be used.

Eye Appeal

 The whole setup should look presentable.

 Presidential and buffet tables should be skirted for banquet events.
 Appropriate color combinations should be observed.
 Appropriate centerpiece and decors should be used.

Hygienic Practices
  The hands are washed and dried clean when setting up the table.
 Tablecloths, napkins and other linen items are pressed and freshly laundered before these are made ready for use.
 Table napkins and other linen items are not overly handled during the napkin folding and the table set up.

TOPIC 11: Preparing and Adjusting the Service Environment

The ambiance is an important element in the overall dining experience. As a food and beverage service staff, you should
consistently monitor the environment during service to ensure that it is in line with the policy and requirements of the
establishment. Most venues will have a standard policy regarding the following elements:

 Restaurant Temperature
 Lighting
 Music
 Table Decorations and Floor Display
 Hygiene and Sanitation

LESSON 3: Processing Incoming Reservations

INTRODUCTION

A reservation is an arrangement made in advance to have a table available at a particular time. Guests can make
reservations over the phone, online or in person. Restaurants make it a goal to fill as many seats as possible for every shift
while still maintaining high standards of food and beverage service. Many restaurants take reservations in order to assist
guests or parties whose plans require a specific seating time. However, not all restaurants accept reservations.

TOPIC 1: TAKING TABLE RESERVATION

Procedures for Taking Table Reservation

The following steps are carried out in taking table reservation:

1. Answer the phone call promptly. Using the proper telephone etiquette, introduce yourself and ask for the name of
the caller.
2. Use the name of the guests appropriately and gather the following important information:
o Number of guests
o Reservation date
o Arrival time
o Name of person who will be checking in
o The contact information of the person checking in and the person making the reservation.
o Other special requirements
3. Recap the details of the reservation to the caller.
4. Conclude the call properly.

Following up Table Reservation

It is vital to confirm or follow up all reservations to make sure that the limited space can be used in the most
profitable manner. Following up on reservations is usually done the day before or on the morning of expected arrival of
the guests.

Importance of Following Up Table Reservations

The following are the main reasons why reservations should be followed up:

 Gives the guests the impression that you value their patronage.
 Ensures that guests who have made a reservation will have an allotted space when they arrive.
 Ensures tables can be given to others if the guest is not coming anymore.
 Confirms information or arrangements regarding the booking.
 Ensures that any changes can be accommodated before the guests arrive.
 Enables staff to explain parking arrangements to help facilitate their arrival.
 Allocates tables for others on the waiting list.

Follow Up Activities
Once the reservation has been confirmed there are a number of tasks that need to be performed. These include:

 Informing the waitstaff of the tables under their responsibility of reservation details and requests.
 Informing the kitchen staff of any requests.
 Follow up the other staff on any requests such as a birthday cake.
 Notifying people on the waiting list if a reservation has been canceled.
 Processing charges as applicable.
 Set the tables accordingly such as placing a reserved sign on the table.
Introduction to Food and Beverage Services

Unit 3: Receiving and Resolving Guest Complaints

At the end of the session, you should be able to:

 Deal with complaints from the guests.

 Determine the proper course of action to take when there are guest complaints.

LESSON 1: Dealing with Guest Complaints

INTRODUCTION
Complaints arise when the needs, wants or wishes, and expectations of guests are not satisfied. Complaints commonly
arise in every establishment. While some might think that these bring negative implication to service, guest complaints
when resolved correctly and quickly, provide opportunities to improve the service and to develop a good relationship with
the guests.

TOPIC 1: HANDLING GUEST COMPLAINTS

It is common among food and beverage establishments that some guests will have a problem with their food and beverage
orders. If guests are dissatisfied, it is better if they tell the service staff to set in place a course of action to solve the
problem. The following are some guidelines you should observe when handling guest complaints:

 Welcome complaints from the guests and thank the guest for raising the complaint.
 Apologize for the problem and the inconvenience.
 Clarify details of complaints.
 Identify and review options to determine possible solutions.
 Agree and confirm action to resolve the complaint.
 Keep the guests informed.
 Refer complaints for appropriate action.

Tips for Handling Guest Complaints

 Do not argue with guests.

 Let the guest feel that you are taking the matters seriously.
 Be objective, courteous, and discreet.
 Stay calm and positive. View the situation as an opportunity to turn a problem into a positive service experience.
 Use effective communication and interpersonal techniques.
 Ask the right questions.
 Follow up with the customer regarding the developments on the complaint.
 Do not treat guests as complainers.
 Listen to the complaint, apologize and act quickly to fix the problem. The sooner the problem is fixed the better
impression is made to the guest.
Tips for Handling Alcohol-Related Complaints

TOPIC 2: REFERRING COMPLAINTS

Guest complaints vary. There are complaints which you can resolve in your capacity and scope of authority. On the other
hand, there are also complaints which need to be referred to the executive management or an external body.

When to Refer Complaints?

It is advised that complaint is referred to appropriate persons when:

 The complaint involves serious matter such as death, assault and theft.
 Mastery of a skill, knowledge or equipment is required as evidence such as financial statement, bank records and
security surveillance equipment.
 When the situation is causing disruption in the operation and discomfort to the other guests.
 When there is a threat to your safety and the well-being of others.

Guidelines for Referring Complaints

 Do it quickly.
 Refer complaints to the appropriate person as identified in the policies and procedures of the establishment.
 Provide complete and clear details of the complaint.
 Explain to the concerned guest that the matter will be referred to a higher authority.
 Inform the concerned guest to whom the complaint will be referred to.

TOPIC 3: RECORDING DETAILS OF COMPLAINT

Benefits of Recording Details of the Complaint

Every establishment should have records of guest complaints. The following are the benefits of recording complaints:

 Establishes a clear record of facts relating to a complaint.

 Identifies any communication or action taken.
 Keeps accurate and impartial facts of a complaint.
 Serves as a reference for any complaint that may arise in the future.
 Acts as evidence source if additional costs are incurred.
 Acts as a tool to identify common problems which are to be investigated.
 Provides a compilation of feedback from guests which can be used in the improvement of products and services.

Necessary Information in Recording Complaints

Some food and beverage establishment have a form or document to be filled out in cases of guest complaint. The
following are important details to be noted regarding the complaint:

 Details of the complainant.

 Details of the complaint (date and time).
 The chronological order of events.
 Summary of discussions.
 Persons involved.
  Evidence collected.
 The subject of the complaint (staff, service, menu item)
 Recommendations or actions that were taken.

Unit 4: Performing End of Shift Activities

At the end of this session, you should be able to:

 Perform the activities involved in the inventory checking as well as in re-ordering and storing items; and
 Undertake the steps in providing handover.
LESSON 1: Replenishing and Requisitioning Items
INTRODUCTION

Before shifts change, certain measures should be undertaken in order to make sure that efficient service continues
afterward. Replenishing and requisitioning items for the incoming shift is part of the activities in providing handover.

Topic 1: Replenishing and Requisitioning Items

One of the tasks you will be required to do at the end of a shift is to check the supplies you have in the restaurant. By
the end of each shift, items may need to be replenished or re-ordered to make sure that supplies are enough for the
next shift.

Replenishing Supplies
Replenishing items mean refilling condiments and re-stocking tableware to be used for the next shift. The common
F&B items that should be replenished includes:

 Condiments and sauces

 Clean tableware in the waiter’s station
 Linen
 Salt and pepper shakers
 Single-use items (drinking straws, toothpicks, takeaway containers)

Requisitioning Items
Requisitioning is requesting for items coming from the stock room. Requisitioning is done when the number of
supplies is below established par stocks. Examples of items that are requisitioned include:

 Condiments
 Pads and pens
 Glasses
 Cutlery and crockery items
 Linens
 Cash register rolls
 Take away boxes or containers.
 Paper napkins
 Cleaning products
Filling up the Requisition Form

LESSON 2: Providing Handover

INTRODUCTION
A handover is an activity where the first shift endorses unfinished functions of an establishment such as guest service and
other instructions for the incoming shift. Presented in this lesson are the steps in providing a proper handover.

TOPIC 1: STEPS IN PROVIDING HANDOVER

Providing handovers is an internal function that food and beverage staff undertake in order to provide efficient service
even when shifts have changed. It is important that handovers are done with the most minimal if not without any
disruption to food and beverage service. The following are the steps to efficiently provide handover.

Before Handover
Prior to handover, the outgoing shift should observe the following measures:

 Make sure that all areas of the department such as the floors, tables, chairs, storage areas, waiter’s station and
equipment are clean and returned to their designated areas.
 Consumable items such as paper napkins, straws and toothpicks should be re-stocked and stored properly.
 Make sure that there is enough change fund in the register for the next service session.

During Handover
The following information is provided to the upcoming shift:

 Status of the orders and service.

 Availability of products and supplies.
 The "86" items or out of stock menu items.
 Any guest complaints both resolved and unresolved.
 Any relevant information about specific machine and equipment.
 Details regarding the stocking of table utensils and other service wares.
 Information on financial transactions such as:

1. Guests who have already paid.

2. Guests or tables whose deposits have been received.
3. Guests who have indicated themselves as hosts of the table.
4. Guests who may be dining on gift certificates.
5. In-house guests who will be charging the accounts to their rooms.
6. Tables where accounts have been presented but not paid yet.
7. Status of every account in the service area.