CBLM FBS 2 Provide Food & Beverage Service
CBLM FBS 2 Provide Food & Beverage Service
Sector:
TOURISM
Qualification:
HOW TO
USE THIS
COMPETENCY BASED LEARNING MATERIAL
Welcome to the module Provide Food and Beverage Service. This module
contains training materials and activities for you to complete.
The unit of competency “Provide food and beverage service” and module title
“Providing food and beverage service contains the knowledge, skills and attitudes
required for a Hotel and Restaurant Services. It is one of the modules for National
Certificate II.
If you can demonstrate to your trainer that you are already competent
in a particular skill or skills, talk to him/ her about having them formally
recognized so you don’t have to do the same training again. If you have a
qualification of Certificate of Competency from previous trainings, show it to
your trainer. If the skills you acquired are still current and relevant to the
unit/ s of competency they may become part of the evidence you can
present for RPL. If you are not sure about the currency of your skills,
discuss this with your trainer.
Talk to your trainer and agree on how you will both organize the
training of this unit. Read through the module carefully. It is
divided into sections, which covers all skills, and knowledge you
need to successfully complete this module.
Work through all the information and complete the activities in
each section. Read information sheets and complete the self-
check. Suggested references are included to supplement the
materials provided in this module.
Probably your trainer will also be your supervisor or manager.
He/ she is there to support you and show you the correct way to
do things.
Your trainer will tell you about the important things you need to
consider when completing activities and is important that you
listen and take notes.
You will be given plenty of opportunity to ask questions and
practice on the lob. Make sure you practice your new skills
during regular work shifts. This way you will improve both your
speed and memory and also your confidence.
Talk to more experience work mates and ask for their guidance.
Use the self-check questions at the end of each section to test
your progress.
LIST OF COMPETENCIES
o
2 Provide Food and Providing Food and
Beverage Service Beverage Service o T
RS
51
23
17
MODULE CONTENT
Qualification : FOOD AND BEVERAGE SERVICE NC II
Introduction:
This module deals with skills and knowledge required to provide food and
beverage service to customers in different hospitality establishments. It covers
preparation and setting tables, welcoming customers, taking and processing
orders, serving and clearing food and drinks and closing down restaurant or
dining area. It reflects the role of waiter or food and beverage attendant and may
to different style of service.
Learning Outcomes:
LO 1 Prepare dining/restaurant area for service
LO 2 Prepare and set tables
LO 3 Welcome customers
LO 4 Take and process orders
LO 5 Serve and clear food and drinks
LO 6 Close down restaurant/dining area
Assessment Criteria:
COMPETENCY SUMMARY
Assessment Criteria
Assessment Criteria
2.1 Tables are set within required timeframes in accordance with
establishment procedures and/or any customer’s special request.
Assessment Criteria
3.1 Customers are welcomed upon arrival in accordance with establishment
customer service standards.
3.2 Details of reservations are checked based on establishment service
industry standard policy.
3.3 Available pre-meal services are offered if appropriate.
3.4 Customers are escorted and seated according to table allocations.
3.5 Menus and drink lists are presented to customers.
3.6 Information for customers is provided in clear explanations and
descriptions.
Assessment Criteria
4.1 Orders are taken and recorded accurately with minimal disruption to
customers.
4.2 Recommendations and suggestions are made to assist customers with
drink and meal selections.
4.3 Customer’s questions on menu items are answered correctly and
courteously in accordance with enterprise policy.
4.4 Information about any special guests, dietary or cultural requirements
are relayed accurately to kitchen where appropriate
4.5 Ordering systems are operated correctly in accordance with
establishment procedures.
4.6 Glassware, service ware and cutlery suitable for menu choices are
provided and adjusted in accordance with establishment procedures.
Assessment Criteria
5.1 Food and beverage selections are collected promptly form service areas,
checked fro presentation and conveyed to customers safely.
5.2 Flow of service and meal delivery is monitored in accordance with
establishment procedures.
5.3 Delays and deficiencies in service is recognized and followed up
promptly based on enterprise policy.
5.4 Food and beverage are served courteously in accordance with
establishment standards and hygiene requirements.
5.5 Additional food and beverage are offered and served at the appropriate
times.
5.6 Tables are cleared of crockery, cutlery and glassware at the appropriate
time and minimal disruption to customers.
5.7 Accounts are organized, presented and processed in accordance with
establishment procedures.
5.8 Bid goodbye to guests courteously form the restaurant/dining area and
table appointments are re-set.
Assessment Criteria
6.1 Equipment are stored and/or prepared for the next service in
accordance with establishment procedures.
6.2 Restaurant/dining area is cleared, cleaned or dismantled in accordance
with establishment procedures and safety requirements.
6.3 Re-set tables correctly for the next service in accordance with
procedures and requirements.
6.4 Services are reviewed and evaluated with colleagues identifying possible
improvements.
CONDITIONS:
Students/Trainees must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
• Table
• Chairs
3. TOOLS, ACCESSORIES AND SUPPLIES
• Service Wares
- Glassware
- Flatware
- Dishware
- Hollowware
4. TRAINING MATERIALS
• Learning Packages
ASSESSMENT METHODS:
Learning Experiences
PREPARE DINING/RESTAURANT AREA FOR SERVICE
Learning Activities Special Instructions
10.Perform Task sheet 2.1-3 Evaluate your own work using the
(Table Skirting) Performance criteria
Everything that might be required for service is kept in the service area,
where preparations can be completed, and sometimes the washing up is done.
Other small stocks of cutleries, crockery, napkins and similar items maybe kept in
sideboards in the room, conveniently located for re-laying tables.
Keep your preparation areas tidy, orderly and clean. There maybe a cleaning schedule which
sets-out when floors and walls should be washed, cupboards and shelves emptied and cleaned, etc.
MON TUE WED THUR FRI SAT
Cruet Clean Polish Clean Clean Clean
washed,dried,refille cutlery silver side glass drinks
d drawers boards cup fridge
boards
11am Checklist
1. Relishes out(corn, onion, tomato and chili).Mustards out(French,
English, and American)
2. Popcorn machine assembled and first batch made.
3. coffee machines on
4. Hot towels machine full
5. Dessert area stocked up, dessert portion appropriate . Hot fudge
ready to serve.
6. Music on at right volume. All lights working
7. All tables set to old Orleans standard: Sugar containers clean and
full(with individual packets);salt an pepper never less than full;
8. Cutlery polished; table/table mats clean and fresh; never less than
15 white napkins; tooth pick glass full; ashtrays and matches on
smoke’s table.
9. Side boards fully stocked.
When preparing what you need, inspect each item. Return any that are not
clean to the wash up area, or wash them yourself. Take out of service any that are
damaged, e.g. china which has cracks or chips.
Check each item is spotlessly clean before placing on table and not chipped
or damaged.
Take special care when handling a cutlery, crockery and glassware not to
touch with your fingers any surface that may come into contact with food, drink or
the customer’s mouth.
1. What china wares, flat wares and hollowware will you prepare for the
following:
a. appetizer
b. soup
c. salad
d. main dish
e. dessert
1.
STEPS:
5.Repeat the last step with the left side, folding the left
tip up to the far corner, creating a diamond shape
with a seam running down the center
9. Fold the napkin along the center seam and you have a neat,
sturdy pyramid. If your napkin
won't stand neatly then you may need a little starch
STEPS:
6. Repeat the previous step on the other side, folding the left-flap out
diagonally to meet the far edge of the napkin.
8. Fold the two "wings" that you just made in folds 6 and
7 under so that you have your original triangle shape
10. This bird's almost ready to fly, but first you must give
it some feathers. While holding the base firmly to
keep your folds together, pull up the four 'flaps'
created by the napkin's corners.
11.Pretty cool fold, isn't it? It makes you wonder if there are
people sitting around in basements performing experimental
napkin folds while the rest of us are sleeping. This fold can be
difficult if you don't use an iron or have a fairly stiff napkin so be
prepared to put a few minutes into making each one.
STEPS:
5. Flip the napkin over and orient it so it points to the far-left and to the near-right.
6. Fold the bottom half of the napkin up and away from you, laying it so the far
edges run on top of one other.
8. Gently roll the left half of the left triangle over and tuck
it's end underneath the right triangle.
11. Open up the hat and press the material inside down to
fill it out so that it becomes circular, this may take a
little fidgeting
12. There you go, now all you need is a little bishop to
wear it.
4. Fold the far-right corner up diagonally so that the point rests on top of the far corner. The edge
of this new flap should lay right on the center line.
6. Flip the napkin over while keeping the open end pointing away from you.
7. Fold the bottom of the napkin up about 3/4's of the way as shown
and press the fold down well.
.
8. Flip the napkin over.
This napkin folding design just doesn't work well without a little starch in the cloth, if it's sagging it's
ugly so take your time and get it right.
STEPS:
5. Repeat step four on the other side, bringing the left-most corner up to meet the
middle-corner, creating a diamond shape
6.Fold the bottom of the napkin up about 2/4’s of the way and press this fold
down well.
STEPS:
2. Fold the napkin in half and orient the open end towards you.
4. Fold the napkin in half with the accordion folds on the outside.
Despite looking fairly elaborate, this fold is an easy one, and it can be done with almost any
variety of napkin. Display small bowls or glasses on top of these, or use them as novelty cocktail
napkins.
STEPS:
1. Lay the napkin face-down in front of you.
4. Once again, begin folding the outer corners in so they meet at the center
5. Once all of the tips are folded you are left with a square about
1/4 the size of the unfolded napkin.
6. Flip it over.
STEPS:
STEPS:
2. Fold the napkin in half and orient the open end toward you.
4. Fold the top-most layer of the napkin in half diagonally - up and to the
left.
7. And one last time with one last layer. Keep them as
uniform as you can
STEPS:
4. Fold the long side up just about an inch. Press this fold
down well or it will interfere with the next step
6. Tuck the end of the roll into the base on the backside
and stand it up. Put those matches down, it's not a real
candle handle. Jeesh, you're just like a child.
Step 1
Step 3:
Still holding the bottom center point fairly flat, form 2 side pleats.
Tip: Have the napkin ring ready.
pleat.
Finished Fold
Insert the bottom into the napkin ring. Place on your table and
adjust the folds.
Step 2:
Fold the bottom half up so the fold is at the bottom.
Step 3:
At the bottom edge, fold under about 1-2", toward the back.
Step 5:
Continue rolling all the way across.
Step 6:
At the back, secure the left point into the folded cuff.
Finished Fold
Turn the napkin over for the finished fold.
SELF CHECK 2.1-2
Steps/Procedure:
Assessment Method:
Criteria YES NO
No matter what kind of flower you choose, or where you find it, each flower
has its own individual characteristics, its own personality. Like people, some kinds
of flowers get along better together than others. To know which ones get along
best, you’ll first need to get acquainted with flowers as individuals or families.
Step One: Using the knife, cut floral foam to fit the container. Leave enough open
space inside the container to allow you add water without spilling.
Step Two: Soak foam in preservative solution.
Step Three: Set the wet foam in the container and tape it down if the arrangement
will be a heavy one or if it is to be transported to somewhere.
Step Four: cover the foam and the edges of the container with green.
Step Five: Working with one type of flower at a time, arrange a circle of flower
around the edge of the container. Stem should glide easy to the wet foam. If they
Wedding Bouquet
Place the next three flowers in the spaces left between the flowers. Tape the
stems together, squeeze them, and repeat this process until you have achieved the
required size of your bouquet.
FLOWERS BY OCCASION
EQUIPMENT
1 scissor
1 cutter
1 glue gun
PROCEDURES
Bouquet:
1. Attached the stick to the foam and secure it by using a plastic string.
2. Soak the floral foam in water with sugar or chlorine till it stops to bubble.
3. Cover the stick with floral tape, hiding the string.
4. Arrange the fresh flowers in an arc share or dome like.
5. Insert some fresh leaves and Angel’s Breath fresh flowers to highlight your
arrangement.
6. Attach the doily using a glue gun.
7. Make two ribbons using the wires and attach it to the stick below the doily.
8. Cover the stick with a floral tape, covering the wires.
Topiary:
1. Insert the wire 2 pieces of mums stem in a dome-shaped foam and secure it
with string (topiary form). Soak foam in water till it stops to bubble.
2. Put the soaked floral foam in the bottom of the clay pot then place topiary
form in.
3. Cover the topiary with Formosa and the foam between the topiary and the
pot.
4. Arrange the mums in a ball-like shape.
5. Arrange flowers at the bottom.
Corsage Making:
Fill in the blanks: Identify the terms which makes the statement correct.
1. Characteristics
2. Education
3. spontaneous arrangements
4. personal way
5. satisfying
6. memory
7. opportunities
8. arrangement
9. fundamentals
10. knife
Equipment : Tables
Steps/Procedure:
Assessment Method:
Criteria YES NO
1. Is the stick attach to the foam and secure using a
plastic string?
2. Is the floral foam soaks in water with sugar or chlorine
till it stops to bubble?
3. Is the stick cover with floral tape, hiding the string?
Various techniques are used to embellish the fabric such as embroidery, appliqué
work, printing and hand-painting. These have numerous patterns to offer unique
grace and include paisleys, floral, animals, geometrics and abstract prints.
Fabrics
100% polyester is a versatile choice for many manufacturers for fabricating
skirting for tables, counters, stages and any other custom application. Polyester
knit is a rich looking fabric that has the appeal of satin, without all the care and
maintenance headaches. Poly-satin has been developed as a low-cost alternative to
the traditional rayon taffeta decorating fabric. Linen fabric is typically used in
more formal areas such as banquets, meeting rooms, and offices. All skirting
fabrics are machine washable and dryable.
Whether you require one skirt for a drinks table or several for a large buffet or top
table, our system will give you a professional finish every time.
table
skirting
can be
sewn
with a
Patterns
Exquisite table skirting are a result of various techniques used to beautify the
fabric such as embroidery, appliqué work, printing, hand-painting etc. These
pleasing table skirting made of various materials have numerous splendid
patterns to offer unique grace and include paisleys, floral, animals, geometrics and
abstract prints. Cotton table skirting is very much in demand because they are
washable and also durable.
Usage
Exclusive table skirting in cotton and other fabric have limitless usage. They can
be used for registration tables, buffet lines meetings, weddings, formal get-
togethers and banquets etc. All kinds of functions that plan to use tables also plan
to use table-skirting. The entire table gets a very attractive appearance with the
use of Table skirting.
Fill in the blanks: Identify the terms which makes the statement correct
1. Exclusive table skirting in cotton and other fabric have __________ usage.
2. The entire table gets a very attractive ________ with the use of Table skirting.
1. Limitless
2. Appearance
3. Techniques
4. Decoration
5. Table Skirting
Equipment :
Steps/Procedure:
3. Top with the top cloth and tack using thumb tacks on one side
4. Determine the front of your buffet table. Work from the left to
right starting from the back when skirting..
5. Level the height o the skirt cloth from the floor with at least ¼
inch. Pin the other end of the cloth to the edge of the table in a
downward manner.
6. When approaching at the side, get the center of the table and
the quarter center then use the tape measure to get the width
of your pleat with at least 3 inches wide and mark using a pin.
7. Stretch the cloth then pin on the marker, level with the end of
the table then pin on the same marker. Do the same on the
following marker.
Assessment Method:
Criteria YES NO
3. Does the table top with the top cloth and tack using
thumb tacks on one side then stretch the top of the table
then tack again on the other side. Same with the other
two sides?
5. .
Fill in the Blanks: Fill in the blank with the correct word or set of words to
complete the sentence. Write your answer on a separate sheet of paper.
1.2. __________ and __________ should be aligned according to the floor plan.
1. Tables
2. Chairs
3. Service Stand
4. Conscientious
5. Quality Service
ASSESSMENT CRITERIA:
1. Standard of Table Set – Up
A. Completeness:
All needed utensils are set up the table prior to serving orders. Coffee
tea must go with sugar and milk / creamer
Place mat is set up when the table is not covered with table cloth. It is
a placed at the center of the cover.
Require condiments as stated in the event order are available and
properly installed before the start of the function.
Client requirements as stated in the event order are available and
properly installed before the start of the function
If – pre – set up is made, the additional cutlery are completed prior to
serving orders
B. Balance and Uniformity:
Even spacing between chairs and cover.
Cutlery are space at least ½ inch from the edge of the table
Same utensils is set up for the same order
Cutlery are aligned properly with the same distance from the edge of
the table
C. Order:
All service utensils are placed on the appropriate side of the cover.
The glasses cups, savers, spoon, knife and cocktail fork are on the
right side
Fork and side dishes are on the left side
Folded paper napkin on the left side under the fork
Water glass is set on the right side about an inch on top of the knife
Required condiments as well as flower base are placed at the center of
the table.
The cutlery are arranged in proper sequence following the order by
which they will be served
D. Eye Appeal
Presidential and buffet table are skirted for banquet functions
Appropriate color combination are used
CONDITIONS:
Students/Trainees must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
• Table
• Chairs
3. TOOLS, ACCESSORIES AND SUPPLIES
• Service Wares
- Glassware
- Flatware
- Dishware
- Hollowware
4. TRAINING MATERIALS
• Learning Packages
ASSESSMENT METHODS:
1. Demonstration
2. Interview
3. Portfolio
Written Test
2.Answer Self Check 2.2-1 Compare your answer to the answer key
2.2-1
3.Read Information sheet #
2.2-2 “Replace Table Cloth
and/or Placemats”
TABLE SETTING
Learn the pattern of table setting in your restaurant and dress tables according to
instructions. In case of doubt, check with the dining room hostess or head waiters.
TYPES OF SERVICE
1. FRENCH SERVICE
This is formal type of service originated for European nobility and presently
enjoyed by a few who can afford the time and expenses of meals served in this
manner.
French Service Employees:
a. Two waiters cooking together to serve the meal
i. Chef De Rang (for experienced waiter) seats the guest when a captain
is not present; takes the order; serves the drink; prepares some of
the food with flourish at the guest’s table and presents the check for
payment.
ii. Commis de Rang (assistant) takes the order from the chef de
rang to the kitchen; picks up the food and carries it to the dining
It signifies luxury and is distinguished by the fact that the food is cooked
or completed at a side table in front of the guest.
The food is brought from the kitchen to the dining room on heavy silver
platters carefully arranges and garnished suitably and placed on a rolling
cart called a Queridon.
A small stove called a rechaud is used to keep the food warm.
The food is completed by cooking, deboning, slicing and garnishing as
necessary and serve to the guest.
The food is first presented to the host by viewing, then to his guest of
honor.
All food is served and cleared from the right side of the guest except for
butter, bread and salad, which should be placed to the left side of the
guest.
If a party is of outstanding guest, salads are usually mixed or prepared at
the salad table or on a salad cart by the Captain waiter who makes the
ritual on it.
Assorted pastries are presented on a large tray or from a cart with glass
cover or drawer.
The service requires side tables and carts to perform correctly.
Soiled dishes are cleared only when all guest have completed their meals.
Finger bowls, of warm water with rose petals, or lemon slice in them, are
served with all finger foods, such as chicken and lobsters and at the end
of the meal.
FINGER BOWL – is served with the courses mentioned above not afterwards.
When a guest eating lobsters with his fingers suddenly wishes a sip of wine he
washes his fingers before touching the glass. If possible, place the finger bowl in
front of the plate. An additional finger bowl is always served at the end of any
complete meal in French Service and is placed directly in front of a guest with
fresh napkins.
2. RUSSIAN SERVICE
The principal technique of Russian Service is that every food item is brought into
the dining room, not on a plate as American Service, but on silver platter from
which it then is served by the waiter to the guests’ plates which have been
previously placed before the guests. Since all work can be done by one waiter,
Russian Service has a good advantage over French Service, for which two waiters
are needed.
3. AMERICAN SERVICE
This is formal than French, Russian or English and is the most prevalent
style in restaurants.
Food is dished up on plates in the kitchen and place before the costumer
who may want coffee served with the meals.
Except for salad and bread and butter, most of the food is placed on an
entrée plate.
Only one waiter serves the meal.
Food is served from the left of the guest, beverage from the right and
soiled dishes are cleared from the right.
This service is fats, inexpensive and can be readily learned by non
professional waiters with a minimum of training.
4. BUFFET SERVICE
a. American Service
b. Buffet Service
c. Russian Service
d. French Service
b. BUFFET SERVICE - This is a type of service in which guest select their meal
from an attractive arrangement of food on long serving tables. The guests either
help themselves or are served by the chef’s standing behind the buffet tables.
True or False : Identify if the sentences below is true or false. Write your answer
on a separate sheet of paper.
1.Hold the tablecloth between your thumb and your first finger
2.You may use spotless table cloth with a size that fits the table.
3. When laying the table cloth, make sure that the table top is fully covered.
4. Once the table cloth is soiled, do not replace it immediately.
5. The proper placements of linens contribute much to the cleanliness and
attractiveness of the whole set up.
Assessment Method:
Criteria YES NO
Table setting refers to the way to set a table with tableware such as eating
utensils and dishware for serving and eating. The arrangement for a single diner is
called a place setting.
Place setting
Informal settings
Informal settings generally have fewer utensils and dishes but use a
stereotyped layout based on more formal settings. Utensils are arranged in
the order and the way a person will use them. Usually in Western culture,
that means that the forks, bread plate, spreader, and napkin are to the left,
while knives, spoons, drink ware, cups, and saucers are to the right,
although the left-right order is reversed in a minority of countries. Formally,
in Europe, Mexico, Argentina and Philippines, the cup and saucer will not
be placed on the table until the very end of the meal.
A formal table setting Utensils are placed about one inch from the
edge of the table, each one lining up at the base with the one next to it.
Utensils on the outermost position are used first (for example, a salad fork
and a soup spoon, then the dinner fork and the dinner knife). The blade of
the knife must face toward the plate. The glasses are positioned about an
inch from the knives, also in the order of use: white wine, red wine, dessert
wine, and water tumbler.
The general rule with utensils is to start from the outside of your place
setting, and work your way toward the service plate (the main meal plate): soup
spoon first, then fish knife and fork, then service knife and fork.
A B C D
Serviette Service plate Soup bowl on Bread and butter plate with butter
BREAKFAST
LUNCH
DINNER
Legend:
1. Cold Dishes – Appetizer, Salad and Cold Platters
2. Cold/ Salad Plate for Cold Dishes
3. Serving Spoon and Fork for Cold Dishes
4. Soup Bowl for the Soup
5. Hot Dishes, arranged in proper sequence
6. Dinner Plate for Hot Dishes
7. Dessert
8. Dessert Plate
Direction: Draw and label the Complete Set Up For a buffet and traditional in a
separate sheet of plain and clean paper.
Legend:
1. Cold Dishes – Appetizer, Salad and Cold Platters
2. Cold/ Salad Plate for Cold Dishes
3. Serving Spoon and Fork for Cold Dishes
4. Soup Bowl for the Soup
5. Hot Dishes, arranged in proper sequence
6. Dinner Plate for Hot Dishes
7. Dessert
8. Dessert Plate
A B C D
Serviette Service plate Soup bowl on Bread and butter plate with butter
(napkin) plate knife
E F G H
Water glass White wine Red wine Fish fork
I J K L
Dinner Fork Salad fork Service knife Fish knife
M N
Soup spoon Dessert .
spoon and
cake fork
Assessment Method:
Criteria YES NO
4. Captain or waiter pulled the chair for the lady and assist her in
getting seated
CONDITIONS:
Students/Trainees must be provided with the following:
6. 1.WORKPLACE LOCATION
2. EQUIPMENT
• Table
• Chairs
3. TOOLS, ACCESSORIES AND SUPPLIES
• Service Wares
- Glassware
- Flatware
- Dishware
- Hollowware
4. TRAINING MATERIALS
• Learning Packages
ASSESSMENT METHODS:
1. Demonstration
2. Interview
3. Portfolio
4.Written Test
WELCOME CUSTOMERS
As a waiter, once the table is prepared/ set-up, operation will start and you
are now ready to welcome guests.
Have you ever experienced dining at restaurant or hotel? What have you
observed once the customer enters the restaurant? Well, if you’re still new about
this subject matter, here are the tips for your information.
In order that you can perform it correctly, here are the steps/procedures
and rationale on how to welcome and seat the guests, after which the basic
phraseologies in welcoming and seating the guest follow.
2. Stay at the outlet Approach the guest, Eye contact and smile
entrance. look at each one, greet makes the guest feel
them with a smile and welcome and valued.
mention their name and
position (if known).
With hands
outstretched, show the
way to the table and say
“This way please” or
“May I suggest a table
for you?”
3. If there is no Graciously look at the Do not just say “We’re
available table; tactfully host as you say: “I’m full” as there might be
inform the guests and sorry sir/ma’am but we seats that will soon be
advise them to wait at are fully booked at the vacated.
the lounge moment, do you mind
waiting at the lounge Have a waiting lounge
and I’ll call you once a for waiting guests to
table would be make them comfort-able
available”. while waiting.
4. If the guest has a Tell the host: “We have Avoid asking “Do you
reservation, make sure prepared a nice table have reservations “This
his table is prepared in for your party Mr. /Ms. sounds offensive for
advance _____. This way please”. many guest.
“We have prepared a nice table for your party Mr. /Ms ___________
This way please.”
“How may are we expecting in the party sir/madam?” This sounds more
gracious than: “How many are you: or Table for 3 or 4? Or “Are you alone?”
In the case of banquet where there is an overflow and all seats arte taken:
“I’m sorry sir/ma’am we have an unexpected overflow and all seats are
already occupied. However, our staff is preparing additional tables and chairs.
May we request you to wait at the lounge and I’ll call you when we are ready.”
For scotch, as ‘Would you like your scotch to go with water, soda or ale on the
side?”
If asked about a cocktail, mention the base and modifying agent for example,
peach, daiquiri is described as: “A perfect blend of light rum and California cling
peaches”
Describe Irish coffee as: A fascinating blend of Irish whisky and hot coffee, topped
with whipped cram.
For special occasion that calls for celebration like a birthday or wedding
anniversary, offer a toast of champagne.
Suggesting wine:
“May I suggest a bottle of red/white wine to complement your ________
(mention the main course ordered) or “would you rather choose from wine list?”
Before opening the bottle ask the host: “shall I open the bottle for you”?
Present the cork and say “here’s the cork sir.”
If there’s no male host or gentleman to taste the wine, the sommelier may do it for
them but must secure permission:
“May I have the privilege of tasting the wine for you Ladies?”
Steps/Procedure:
1. Set up the front desk
2. Checks and familiarize the reservation book
3. Stay at the right side of the entrance
4. Welcome the guest
5. Asked the guest for reservation
Assessment Method:
Criteria YES NO
Welcome to the next activity. After you have recognized the arrival of the guest,
of course, you have to escort them to their table. Before escorting them, the guest
and the waiter will have a short conversation regarding the service or if they have
any reservation. Usually the guest will inform the receptionist about their
reservation and then upon checking with the restaurant’s table layout, they will be
escorted to their reserved table by saying, “This way please.”
If the guest has no reservation, the receptionist should ask how many they
are in the party. If there is still a vacant table to accommodate them, you
have to lead them to the table.
When leading a guest to the table, walk a little ahead of them. Do not get too
far or they may sit in some empty spot you have not prepared for them.
Endorse them to the captain waiter and assist them in getting seated.
You should be tactful and gracious at all times when escorting the guests.
Be sure guests are seated in the order of their arrival, giving references to
guests with reservations at their appointed time.
Aside from this information, here are the tips in seating the guests.
Avoid the use of a four-seat table for one or two people unless there are no
other tables available and obviously no smaller table will be available soon.
Loud, noisy parties may be placed in private rooms or towards the back of
the dining room so that they will not disturb other guest.
Elderly or handicapped persons may wish to be near the entrance of the
room so they do not have to walk far.
Young couples like quiet corners and good views.
Well-dressed parties who are an asset to your restaurant maybe placed at
the center portion.
On the other hand, should the guest request for specific locations, try to
accommodate him.
In seating the guests where there are ladies in the party, seat them with the
best view.
Help the guest by pulling back a chair when they are about to sit.
True or False: Read and identify if the sentence below is true or false. Write your
answer in a separate sheet of paper.
1. False
2. False
3. False
4. True
5. False
Assessment Method:
Criteria YES NO
Have you experienced dining in a restaurant in group? Did you observe how
the dining staff offers pre-meal services to customers/guests?
Of course, you have observed the following activities. Please bear in mind
the knowledge and information you have to consider when offering pre-meal
services.
Within three to five (3-5) minutes after the guests are seated, be ready to
give the menu cards. Menu cards are usually extended first to the host, otherwise,
if there is no obvious host; give the opened menu card starting with the lady guest.
All seated guests must be given a menu card to examine.
The Beverage list or card is often a shorter version as compared to the Menu
Card. The basic clarifications of what the bar can provide are as follows:
Cocktails/Long drinks, Sparkling Wines, White and Red Wines Hard Drinks,
Juices, Carbonated Drinks or Soft drinks and Beer. The concern of the wait staff
here is to be knowledgeable of the predominant ingredient and alcoholic base
drinks, whether be vodka, gin, rum, tequila, whisky, brandy and champagne.
Should a guest be unable to recognize the title of the drink due to the fancy name
given, the wait staff can briefly answer by giving the alcoholic base of the drink.
(e.g. Mimosa is Asti Spumante with an orange concentrate).
The wait staff should not hesitate to make suggestions as to the popular
cocktails or drinks of the establishment. Explain likewise that the restaurant has
a nice selection of wines by the glass or bottle; pinpoint in the Beverage List the
titles of these wines. If there are any drink promotions of the month, do suggest
this drink also.
When taking Beverage orders, always know who ordered which item so you
do not have to ask when serving these drinks to the guests. Simply pick a place to
stand at the table and take all the orders from the same point of reference. Assign
the number 1 to the first lady to your left and follow on with the numbers 2, 3, 4
and so on going clockwise. Remember to write the numbers already in the order
slip (OS) and start to jot down the orders as any one guest is ready to announce
his/her drink preference.
With the scarcity of potable drinking water, table tent reminders are at the
times placed to announce that drinking water will only be given upon request.
However, if such is not the case in your establishment, then secure the pitcher
with iced cold water from the wait staff station. Start off with the lady guests by
pouring into the water goblet positioned at the tip of the dinner knife at the guest’s
right. Do not lift the goblet, pour gently filling the glass up to three-fourths (3/4)
full. Move clockwise.
Doing the pouring of water routine give the wait staff an opportunity to
determine whether the guests are now ready to give their menu orders. If the guest
needs assistance, make recommendations. The first that should be recommended
is the Buffet, next is the Executive Lunch of the Day, and last is the A la Carte
menu. Should a guest be not interested in the Buffet take the opportunity to make
appropriate suggestion. For example, We have a good supply of Blue Marlin Belly,
and our Chef does an excellent job of grilling it.
In case the guests made a selection not of your suggestions, make the guest
feel comfortable with their selection so they will be pleasantly anticipating their
meal. For example, The Sizzling, Boneless Chicken is an excellent choice. It’s one of
our most popular items.
Serve the ladies first. Whenever possible, serve from the guest’s right. It is
correct to serve beverages with the right hand, while carrying your tray with your
left hand. Place cocktail napkins on the guest are right, and place the drink on the
napkin. Always handle glasses by the base or stem, do not touch the rim of
glasses with your hands.
Always use a tray to carry any item (straws, swizzle sticks, paper napkins) to
the table, including cocktails. Even if you are serving only one drink, it should be
carried on a bar tray.
Assessment Method:
Criteria YES NO
ASSESSMENT CRITERIA:
1. Orders are taken and recorded accurately with minimal disruption to
customers
2. Recommendations and suggestions are made to assist customers with
drink and meal selections
3. Customer questions on menu items are answered correctly and
courteously in accordance with enterprise policy
4. Information about any special requests, dietary or cultural requirements
are relayed accurately to kitchen where appropriate
5. Ordering systems were operated correctly in accordance with
establishment procedures
6. Glassware, service ware and cutlery suitable for menu choices are
provided and adjusted in accordance with establishment procedures
CONDITIONS:
Students/Trainees must be provided with the following:
9. 1.WORKPLACE LOCATION
5. EQUIPMENT
• Table
• Chairs
6. TOOLS, ACCESSORIES AND SUPPLIES
• Service Wares
- Glassware
- Flatware
- Dishware
- Hollowware
7. TRAINING MATERIALS
• Learning Packages
• Menu Cards
• Order pad
• pen
ASSESSMENT METHODS:
10. Demonstration, Interview, Portfolio, Written Test
Once you have presented the menu to the guest, the next step is to take
their orders either food or beverage. When taking orders you have to observe good
etiquette in such a way that you can capture the customer’s interest because you
are not only an order taker but also a salesman.
In taking food orders, it is proper that you have to follow the standard
procedures. Here are the steps on how to take food order. Read Information
Sheet below.
Once you take the order you should have with you an order slip and record
the guest’s order in proper sequence. Attached is a sample of an order slip for your
reference.
RATIONALE
STEPS PROCEDURES
Additional Information
Stand erect. Look at A pleasant greeting with
each guest, smile and a warm smile gives an
greet him or her by the impression of
1. Approach the table
name and title (if graciousness and warm
and stand at the right
known). If not known, hospitality.
side of the host.
address them with sir
or ma’am.
ORDER SLIP
Ite
m Quanti
Item/ Preparation/Sidings
No ty
.
1
2
3
4
5
Additional:
1
2
3
____________________________________
Waiter Signature Over Printed Name
Enumeration and Discussion: Enumerate and discuss the steps in taking food
order.
Assessment Method:
Criteria YES NO
What have you experienced in offering personal service to the guest? Well,
you must show the best according to standards. Now, your next lesson is about a
continuation of your previous activity. After offering pre-meal service to the guest,
presenting the menu follows. You may present the menu to the guest in the
following manner:
Present the menu when the guests are already seated comfortably and
properly.
Menu should be presented right side up. One-piece menu is presented
handed cover face-ups. Book type with multiple sheet menus are presented
open on page of first appropriate major course.
Hand menus to the guests with politeness and a smile accompanied with
some introductory suggestive selling recommending “Today’s Special,” for
example.
Ladies are presented with menu first
No duty or smeared menu should be given.
Correction of items in a menu should be in a very neat manner
In presenting the menu, one can also say, “May I present to you our menu?”
I’ll be with you in a short while.
Aside from the different ways in presenting the menu, you should also be
familiarized with the content of the menu from appetizers, soup, salad, entrée or
main course, dessert, beverages, cocktails and wines.
It is not enough that you can identify and enumerate them but the next
important task is to perform the activity on how to present the menu to the guest.
Are you ready to perform the activity? I’m sure with the concepts and
information learned regarding the proper way of presenting the menu you are now
equipped and ready to perform the said activity.
1.Present the menu when the guests are already seated comfortably and
properly.
Assessment Method:
Criteria YES NO
“We have prepared a pleasant table for you Mr. / Ms. _________. This
way please,”
(Before guest get seated) “Will this table be alright for you madam/ sir?”
Attend to the guests immediately after setting them. First a smile, then a
greeting. Make them feel comfortable and relaxed.
Remember the guest must be treated as very important persons.
Unfold the guest’s serviette/napkin at the right side of the guests and place
it over his/her lap.
SERVING WATER
Pour water without lifting the glass from the table, if it is possible to do so.
Lift water glasses to fill them from the table, only when necessary.
Keep water glasses filled – don’t ask if more water is desired.
Wrap the bread or rolls in a napkin using the household (bread center,
edges folded over and meeting in the center, and ends tucked under), and
placed bread or rolls in a bread basket.
Butter curls go into the monkey dish or butter dish, which should be
chilled. Pre-packed butter is also acceptable.
Serve bread and butter to the left side of the guests.
“Ma’am/Sir, this is your freshly baked bread”
“Ma’am / sir, I would like to present to you our menu for your
selection. I will take your order whenever you’re ready.”
SAMPLE PHRASEOLOGIES:
If not:
“I’ll be back with you in a short while.”
Offering aperitif:
“May I get you a bottle of martini before your meal?”
If the guest cannot decide what to order, offer suggestions and explain the menu.
Be sure you know the ingredients and how it is prepared. This is where your
product k knowledge can be tested. Product knowledge means knowledge means
knowing the product from raw material to finish the product.
“May I suggest the following items? For a starter may I recommend a
light appetizer the chili sweet and sour shrimp salad…. (Mention what is
available) would you like to try it madam / sir?
“May I also bring you our hot steaming Soup of the Day? (Mention the
name)
Suggesting wine:
“May I suggest a bottle of red wine to complement your meal? Our
house is ______ (mention the name of the wine).
For Dessert:
“How about fruit flambé for your dessert?”
For coffee/tea:
“How about freshly brewed coffee or tea to complete your meal.”
Serving Drinks:
“Sir may I present to you your order of a bottle of chamdor, it’s alcohol-
free, sparkling grape juice from the vineyards of South Africa.
Be sure that the sparkling wine is cold. Use an ice bucket with salt, if
necessary, to chill quickly.
Do not shake the wine while transporting it from the bar to the table, or
while opening it.
Take the sparkling wine from the ice bucket. Use a clean napkin, and dry
the bottle. Remove the foil.
Twist the wire hoop, and remove the wire, keeping your thumb over the
cork so that it cannot pop.
Remember to keep the bottle slanted at 45 degrees. Keep your thumb on
top of the cork at all times.
Keep in mind that the pressure from the carbonated wine could force out
the cork at any time once the wire has been removed.
Holding the bottle at a 45 – degree angle, and making sure the bottle is not
pointing to anyone to avoid accident, twist the bottle to loosen the cork.
As you feel the cork start to loosen under your thumb, apply reverse
pressure so you control the release of the cork from the bottle. This will
make it easier to loosen the plastic cork.
The cork should slide out of the bottle, without a pop.
Maintain the 45 degree angle for about 5 seconds to equalize and release
the pressure. Then pour in two motions for each glass- the first pour will
foam, then subside; the second will fill the glass.
Approach the guest who ordered the wine from the guest’s right side.
Pour about 1 ounce into the glass. Allow the wine to be tasted, and either
accepted or rejected.
“Madam/Sir, would you like to taste the wine first?”
Proceed to serve other guests at the table, serving ladies before gentlemen.
Pour from the right side of the guests, using your right hand, right foot
forward and traveling around the table in a clockwise direction, if
possible.
Fill each glass with 3 to 5 ounces of wine. The wine glass should not be
more than half full at any time.
Replace the bottle in the ice bucket (if white wine or sparkling wine)
When pouring the wine, never allow the bottle to touch the rim of the
glass.
SAMLE PHRASEOLOGY:
Within 15 minutes (AXLER: 1990) after being seated, the guest must be
served the appetizers. Server may announce the title of appetizer as it is being
served at the left side of the guest. Say: Oyster Rockfeller for you, Madame. And
Gambas for you, Sir.
When both guests are finished, remove appetizer plates and forks. Say:
May I Remove these? (Hand gesture towards plate and fork).
Remember also the refill water goblets with iced water; unless the guest
signals he/she does not want so.
Soup is served within 10 minutes after the appetizer plates are being
cleared. Again, serve soup bowl with underliner on the left side of the guest.
Remove the bowl with under liner at the right side of the guest. Always
begin with the lady guest.
Through the gentleman guest finishes ahead or at the same time as with
the lady guest, his soup plate is cleared following after the lady guest.
Remember to stay at the left side of the guest, using the left hand when
placing an ordered item in front of the guest.
Clear salad plate with under liner, together with the salad fork and knife.
Position at the right side of the guest.
o Crumbing Down
Remember! The process of crumbing down should always take place after
the main course has been cleared and before the sweet order is taken and
served.
If dessert spoon is preset above entrée plate, bring down into position;
otherwise set dessert work/teaspoon or fruit knife (if needed). Position at the
left side of the guest using the left hand.
Place a cream and sugar containers on he center of the table within easy
reach of both guests.
Place cup and saucer at the near right of guest. Make sure cup’s handle
is positioned at 5 o’clock angle.
Within 15 minutes of entrees being cleared, set dessert in front of guests.
If there is a special arrangement of dessert item, position it accordingly to
achieve correct merchandising appeal to the guests.
After the service of dessert items, follow immediately the pouring of hot
coffee in to the cups. Remember to ask for guest’s preference before doing so.
Say: may I served you coffee, Madame/ Sir? A reply of “tea, please”, means
that the tea dispenser will have to be secured from the station. Say: I shall be
back with your tea, Madame / sir?
Dessert plates will have to be cleared from the right side of the guests.
Remember to ask: May I clean this, Madame/Sir? (Motion with the right hand
towards dessert plate)
At this point, waits staff may start to clear coffee/tea service and ask: Will there
be anything else, Madame/Sir? A no answer signals that the host is ready to
receive the checks.
a b c d
PRESENTING CHECK
“ Ma’am/Sir here is your bill. ( The bill is placed inside the check folder).
TAKING PAYMENT
“ Ma’am/Sir I received _______(specify the amount to be properly
acknowledged)
SELF-CHECK 2.5-1
I. Fill in the Blanks: Fill in the blacks with the correct word or set of words
to complete the sentence. Write your answer in a separate sheet of paper.
1. appropriate containers
2. crumber
3. right
4. separate spoon
5. heavy items
Assessment Method:
Criteria YES NO
Hello! With all the knowledge and skills learned in the previous one, I think
you are now competent to perform the next activity. This lesson is still focused on
the presentation of a bill.
2. Review the bill first Check if the following To avoid errors and guest
before presenting it to information are clearly complaints, all bills must
the customer. indicated in the check. be thoroughly checked
- Name of guest (if charged to before they are presented
room) and the server, table to the guest.
number, date and number of
guests, items ordered and Correction if any must be
quantity of orders. authorized and signed by
- Whether all items that were the supervisor.
served are properly charged;
- for groups, check whether If two checks are used,
one check or individual have both pages clipped
checks are to be made. together to avoid losing or
- sales tax and service charge misplacing any page.
(if added) are added to the
bill; Make sure that the check
_that no item other than number is written on
what is served is included in second check.
the bill;
- right check is used – food
check for food orders,
beverage check for beverage
orders.
BILL SLIP
TOTAL
TRUE OR FALSE:
Write true if the statement is correct, write false if the statement is wrong.
1. If there are no more orders, Inform the manager to close the order.
2. All bills must be presented immediately to the guest.
3. Correction of bills must be authorized and signed by the supervisor.
4. Any shortage should be settled outright before leaving the table.
5. If the bill will be settled by credit card, the cashier must get a clearance from the
credit card company before posting.
1. False
2. False
3. True
4. True
5. True
Assessment Method:
Criteria YES NO
3. Brush the tables with a clean, moist side towel whenever necessary. Take
care not to spill crumbs on the lap of the customers. Use a small plate to
catch the crumbs as illustrated below.
4. When removing soiled dishes, make an excuse and ask permission from the
guest and say: “Excuse me sir, may I take your plate now?” or “May I clear
the table now?”
5. As a general rule, bus soiled dishes from the right side of the guest.
6. When bussing, follow the standard procedure, the 3S’s – SCRAPE, STACK
and SEGREGATE.
SCRAPE left over foods and place them in one container.
STACK together the china wares of the same kind and size.
SEGREGATE chinaware from utensils and leftovers
- all cutleries in one container
7. Remove largest plates first, followed by the smaller ones so that they can be
easily stacked. Place large ones at the center of the tray.
8. Do not stack dishes too high. This can cause accidents and may create
clatter.
10. Never bus across the guest. Stay on the right side of the guest unless
it is difficult to do so that one cannot help crossing. In such case, make an
excuse and say: “Excuse me sir/Ma’am”
11. Never scrape leftover in front or near the guest. Do it few steps away
from the guest.
12. Use appropriate trays for bussing-bar tray for bar items (glasses and
bottles), rectangular or oval tray for chinaware.
13. Bus bottles and glasses separately from chinaware.
3. Place the third plate on top of the 4. Stack and segregate chine wares
two plates as illustrated, scrape and together on the third plate.
separate the leftovers on the second
plate, segregate the cutleries on the
other plate a shown above.
1. Ashtrays once soiled, even with just one cigarette should be changed with clean
ones.
2. Avoid overloading trays and bus pans
3. Remove largest plates first, followed by the smaller ones so that they can be easily
stacked. Place large ones at the center of the tray.
4. When removing soiled dishes, make an excuse and ask permission from the guest
and say: “Excuse me sir, may I take your plate now?” or “May I clear the table now?”
5. Waiters can scrape leftover in front or near the guest.
1. True
2. True
3. True
4. True
5. False
Assessment Method:
Criteria YES NO
ASSESSMENT CRITERIA:
1.Equipment were stored and/or prepared for the next service in accordance with
establishment procedures
3.Re-set tables correctly for the next service in accordance with procedures and
requirements
CONDITIONS:
Students/Trainees must be provided with the following:
18. 1.WORKPLACE LOCATION
19. 2.EQUIPMENT
• Table
• Chairs
20. 3.TOOLS, ACCESSORIES AND SUPPLIES
• Service Wares
- Glassware
- Flatware
- Dishware
- Hollowware
21. 4.TRAINING MATERIALS
• Learning Packages
ASSESSMENT METHODS:
22. Demonstration, Interview, Portfolio, Written Test
Again, quality service requires the use of appropriate serving equipment and
utensils. Dining personnel must be familiar with the various equipment and
supplies for dining service as well as their appropriate usage to prevent breakages
and damages.
1. Set up and serve only the clean and sanitized glasses, cutleries, chinaware
and other service equipment.
2. Equipment should not be exposed to contamination. Keep them in closed
drawers or cabinets, not exposed to open air and dirt.
3. Food delivered for room service must be covered to avoid bacterial
contamination.
11. When setting up cutleries and glasses avoid leaving finger marks on
them, by carrying them in trays or by placing them inside a cloth napkin.
12. Never serve food and cutleries that have fallen on the floor.
13. To protect food from contamination, keep them covered when they are
not served immediately.
14. Wash and wipe dry food containers before using them.
Fill in the Blanks: Fill in the blacks with the correct word or set of words to
complete the sentence. Write your answer in a separate sheet of paper.
1. All service equipment must be __________ with clean wiping cloths to protect
them from watermarks.
2. To protect food from contamination, keep them _____when they are not
served immediately.
23.
3. Handle stemmed glasses by the __________.
1. wiped-dry
2. covered
3. base
4. closed drawers or cabinets
5. inside cloth napkin
Assessment Method:
Criteria YES NO
For main course plates maybe cleared as soon as the guest have finish
eating. Try to be sure each guest is truly finish before clearing the plate to avoid
bothering guest by asking them several times if they are through. A tray or a dish
cart is an ideal tool to carry the supplies and cleaning materials needed to clear
the table. Clear first flatware to the right of the guest, using right hand, picking up
accompanying silver wares. Remove also side dishes such as sauce plate; continue
to pick up empty wine bottle and condiments containers. Move gently and quietly.
Do not rattle or make noise with plates or silver wares as you deliver them to the
tray stand.
Refill condiments and shakers ready for the next use, clean ashtrays,
replace soiled table cloth/table napkin linen and reset table depending on the kind
of service of the hotel or restaurant.
After collecting all silverwares, flatware, glassware, cutleries and the likes,
they must be placed in allocated storage areas.
Assessment Method:
Criteria YES NO
Competency
Standards
Unit of Provide food and beverage service
Competency
Ways in which evidence will be collected Demonst Writte Interview
ration n /
The evidence must show that the candidate…. examin Questioni
ation ng
Prepared table appointments before setting
the table √
Sanitized all pre-set equipment/utensils with
sanitizing agent √
Wiped dry all sanitized equipments and free √ √
from spots and marks
Checked for completeness, balance and √
uniformity, order, eye appeal and time lines
of standard table set-up
Lead customers toward table
√
Endorsed guests to captain or waiter and
assist them in getting seated according to √ √
table allocation
Presented menu and drink list
√
Taken and recorded orders accurately
√ √
Recommends and suggests guests’ with drink √
and meal selection
Answered customer questions on menu items √ √
in accordance with enterprise policy
Operated the ordering systems correctly in √
accordance with establishment procedures.
Provided glass ware, service ware and cutlery √ √
suitable for menu choices and adjusted in √
accordance with enterprise policy.
Collected food and beverage collections from √ √
service areas correctly
Food and beverage were served courteously √ √
in accordance with establishment standards
and hygiene requirements.
Served additional food and beverage at the √ √
appropriate times
Cleared tables form crockery, cutlery, and √
glass ware at the appropriate time and with √
Candidate Name:
Assessor Name:
Date of Assessment:
Time of Assessment:
Instructions for
Demonstration:
Materials and Equipment
Service wares( China wares, flat wares, cutleries, glasses,
condiments, tables and chairs, linens, table cloth, napkins, oval tray,
bar tray, bus pan)
Put a √ to show if the evidence is demonstrated
During the demonstration of skills, did the Yes No N/
candidate: A
Prepared table appointments before setting the
table
Sanitized all pre-set equipment/utensils with
sanitizing agent
Wiped dry all sanitized equipments and free from
spots and marks
Checked for completeness, balance and uniformity,
order, eye appeal and time lines of standard table
set-up
Lead customers toward table
Endorsed guests to captain or waiter and assist
them in getting seated according to table allocation
Presented menu and drink list
Taken and recorded orders accurately
Recommends and suggests guests’ with drink and
meal selection
Answered customer questions on menu items in
accordance with enterprise policy
Operated the ordering systems correctly in
accordance with establishment procedures.
Provided glass ware, service ware and cutlery
suitable for menu choices and adjusted in
accordance with enterprise policy.
Collected food and beverage collections from
service areas correctly
Food and beverage were served courteously in
INTERVIEW QUESTIONS
Candidate’s
Name:
Put a check if the candidates answers are Satisfactory Not
satisfactory or not Satisfactory
1. How will you handle guest’s
complaints?
2. What are the different types of food
service? Can you give the difference
between each of them?
3. Explain the typical flow structure of
service within a food and beverage
service department.
4. What will you consider when you are
giving suggestive selling?
5. Why is it important for a dining
personnel /waiter to study the
establishment’s menu?
6. What is the importance of considering
guest’s special requests, and
dietary/cultural requirements?
7. What is the proper way of taking
orders?
8. How will you present food and beverage
menu to guest?
In general, candidates answer to questions are:
Satisfactory Not Satisfactory
Candidate’s Signature:
Assessor’s Signature:
8. What first item/s the server should remove from the table to show that the
table is ready for cleaning and resetting to the next service?
a. ashtray b. napkin c. salt & pepper shaker d. water goblet
11. When guest is seated, what is the item the server is removing from the
table and placing on guest lap?
a. Dinner plate b. napkin c. salt & pepper shaker d. table cloth
14. Using American service, which side of the guest you use when serving
beverages?
a. Front b. Left side c. Right side d. Top side
17. What are the three different method of cleaning and sanitizing?
a. 3 bucket method b. 3 range method
c. 3 cleaning method d. 3 washing method
18. How long, at least, a waiter can wash his hands using soap in running
water at the sink?
a. 10 seconds b. 20 seconds c. 30 seconds d. 40 seconds
19. What most not allowed doing by the guest when queuing at the buffet
table?
a. Counting money b. rubbing hands
c. smoking cigarettes d. talking to colleagues
RECORDS OF ACHIEVEMENT
Assessment Criteria:
1. Dining/Restaurant areas and customer facilities were checked for cleanliness
prior to service and corrective actions were taken when required.
2. Dining environment was prepared and adjusted to ensure comfort and
ambience to customers as appropriate.
3. Set up furniture in accordance with enterprise requirements, bookings,
customer request, convenience and safety.
4. Equipment were checked and prepared for service.
5. Menu variations and daily specials were verified with kitchen staff based on
establishment policy and guidelines.
COMMENTS :
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
________
Date: ___________________________________
RECORDS OF ACHIEVEMENT
Assessment Criteria:
1. Prepare and set tables according to establishment and /or customer’s
special request.
2. Check cleanliness and condition of tables prior to service.
COMMENTS :
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
________
Date: ___________________________________
RECORDS OF ACHIEVEMENT
Assessment Criteria:
9. Captain or waiter pulled the chair for the lady and assist her in
getting seated
COMMENTS :
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
___________________
Date: ___________________________________
RECORDS OF ACHIEVEMENT
Assessment Criteria:
1. Orders are taken and recorded accurately with minimal disruption to
customers
2. Recommendations and suggestions are made to assist customers with drink
and meal selections
3.Customer questions on menu items are answered correctly and courteously in
accordance with enterprise policy
4. Information about any special requests, dietary or cultural requirements are
relayed accurately to kitchen where appropriate
5. Ordering systems were operated correctly in accordance with establishment
procedures
2. Glassware, service ware and cutlery suitable for menu choices are provided
and adjusted in accordance with establishment procedures
COMMENTS :
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_______________________________________________________________
Date: ___________________________________
RECORDS OF ACHIEVEMENT
Assessment Criteria:
1. Food and beverage collections were collected promptly from service areas,
checked for presentation and conveyed to customers safely
2. Flow of service and meal delivery is monitored in accordance with enterprise
procedures
3. Delays of deficiencies in service were recognized and followed up promptly
based on enterprise policy
4. Food and beverage were served courteously in accordance with establishment
standards and hygiene requirements
5. Additional food and beverage were offered and served at the appropriate times
6. Tables were cleared of crockery, cutlery and glassware at the appropriate time
and with minimal disruption to customers
7. Accounts were organized, presented and processed in accordance with
establishment procedures
8. Bid goodbye to guests courteously from the restaurant/dining area and table
appointments are re-set
COMMENTS :
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_______________
Date: ___________________________________
RECORDS OF ACHIEVEMENT
Assessment Criteria:
Equipment were stored and/or prepared for the next service in accordance with
establishment procedures
Re-set tables correctly for the next service in accordance with procedures and
requirements
COMMENTS :
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________
Date: ___________________________________
REFERENCES
Costas, Katsignis, Mary Porter, Chris Tomas. THE BAR AND BEVERAGE BOOK