NOTES IN FBS NCII

TYPES OF SELLING WAITERS BESTFRIEND

1. Upselling 1. Cork screw
2. Soft selling 2. Serviette
3. Hard selling 3. Food tong
4. Suggestive selling

3 S OF DICTIONARY ANOTHER 3 S
1. Say 1. Scrape
2. Shout 2. Segregate
3. Smile 3. Stack

3-MINUTE CHECK
1. Refill the condiments
2. Revisit the table
3. Check the guest if they take the food
4. Remove and change the necessary and unnecessary utensils
5. Its time for the guest to complain

UNITS OF COMPETENCIES
1. Prepare the dining room or restaurant area for service
2. Welcome the guest and take food and beverage orders
3. Promote food and beverage products
4. Provide food and beverage services to guest
5. Provide room service
6. Receive and handle guest concern

COMPRISES OF MISE-EN-PLACE
1. Check the condition of tables and chairs
2. Check the condition of menu book
3. Check the floral arrangement must be arranged properly and clean
4. Table appointment must be clean, sanitized and polished
5. Table cloth must be clean and sanitized
6. Check the condiments

SERVICE OF DOOR KNOB MENU

1. Door knob menus are placed inside the guestrooms by room attendants.
2. After filling up the door knob menu, the guest will hang it in his door knob to be picked up by the
room service waiter.
3. Captain must counter check the room number with that indicated in the door knob menu to
prevent mistakes in the delivery or orders.
4. Collected door knob menus are to be endorsed to captain or order taker for the recording and
preparation of receipts.
5. Door knob orders are endorsed to waiter for the mise-en-place preparation.
6. Captain should closely monitor the service time and see to it that the delivery of order is done on
the time requested, especially for door knob orders.
7 TYPES OF TABLE SETUP
1. Class room style setup
2. Conference style setup
3. Theater style setup
4. U-shape setup
5. Fish bone setup
6. E-shape setup
7. Informal setup

TABLE NAPKIN FOLDING

1. Birds of Paradise
2. Rose Bud
3. Crown
4. Banana
5. Pyramid
6. Bishops hat
7. Fan
8. Sail
9. Slide
10. Water Goblet Fan
11. Flor de liz
12. Candle
13. Double candle with fan

PHONETIC ALPHABETS
A-alpha N-november
B-bravo O-oscar
C-charlie P-papa
D-delta Q-quebec
E-echo R-romeo
F-foxtrot S-sierra
G-golf T-tango
H-hotel U-uniform
I-india V-victor
J-juliet W-wiskey
K-kilo X-x-ray
L-lima Y-yankee
M-mike Z-zulu

STEPS IN HANDLING GUEST COMPLAINTS

H hear or listen
E emphatize
A apologize
R response
T take action
F follow-up the guest complaint concern
FOOD & BEVERAGE SERVICES
Most fastest, expanding business not only in the Philippines but in the whole world.

HOW TO HANDLE GUEST COMPLAINT CONCERN

To resolve the complaint of the guests allow them to complaint and emphatize, apologize, hear or
listen and follow-up the guest needs.

FRENCH WORD OF BUFFET IS? _______________________

FRENCH WORD OF MUSHROOM IS? __________________

WHY DO WE NEED TO UPSALE? To increase the salary profit

STANDARD PROCEDURE OF BUSSING OUT Decoy, Size, Shape and Color
SERVING TEMPERATURE OF WHITE WINE 8 to12oC same of sparkling wine
SERVING TEMPERATURE OF RED WINE 15.5 to 18oC or 60 to 65oF

TABLE APPOINTMENT INCLUDES Chinaware, Glassware and Flatware

BANQUET EVENT ORDER (BEO)
A contractual agreement which explains the objectives and details of function between the guest
and the catering facility club or the

A LA CARTE MENU specific menu with specific price

TABLE DHOTE MENU set menu with fixed selling price

86 CODE FOR OUT OF STOCK apologize, replace, offer

PD 856 CODE OF SANITATION
OLDEST WINE Speyer Wine 350 AD 1867
EXPENSIVE WINE Screaming Eagle Cabernet Sauvignon 1992
EXPENSIVE CAVIAR - Beluga
ABV Alcohol by Volume

RUSSIAN SERVICE
- If serving Cappucino and Hot Chocolate (close at 7 oclock, open at 5 oclock)
- Serve food at the left, clear at the right
FRENCH SERVICE
- If serving Caf Espresso and Brewed Coffee (served in the bar already, 5 oclock)
- Serve food at the right, clear at the right

SHOWPLATE 11 to 14 inches
DINNER PLATE 10 to 11 inches
FISH PLATE 8 to 9 inches
SALAD PLATE & SOUP BOWL 7 to 8 inches
DESSERT PLATE 6 inches
BREAD & BUTTER PLATE 5 inches

Prepared by:

CEASAR RYAN G. ASUNCION

March 31, 2017
SEQUENCE OF TABLE SERVICE
WELCOMING THE GUEST
- Good day Sir! Welcome to First Academy Restaurant! Do you have any reservation?
1. If YES
- May I know your name please?
- Sir __________, please seat for a while. I will check your reservation at the Front Desk. Please
excuse me.
- Thank you for patiently waiting Sir. Your reservation is already set, good for two, near by the
window and smoking area. Please follow me this way.
2. If NO
- Good for how many person Sir?
- Where would you like to be seated? Near the bar? Near by the window? or center of the dining
area?
- Is it smoking or non-smoking area?
- Please seat for a while. I will check the availability of your table. Please excuse me.
- Thank you for patiently waiting Sir. Theres available table good for two, near by the entrance
and non-smoking area. Please follow me this way.

3. If table preference is not available

- Thank you for patiently waiting Sir. I apologize but the table you requested is not available.
May I suggest to you a table near by the bar, good for 2, non smoking area. Is it okay with you
Sir? Please follow me this way.

SEATING THE GUEST

- Is this table okay with you Sir? Please have a seat.
- For your information Sir, if you want to use our restroom, it is on that way. In case of
emergency, our fire exit is on that way. If you want to wash your hands, our washroom is on
that way.
- Your food server will be here in a few minutes. Please excuse me.

- Good day Sir. Im ____________, your food server for today. Its my pleasure to serve you.
- May I lay the serviette on your lap?

PRESENTING THE MENU

- Excuse me Sir, here is your food menu for your food selection.
- While picking up your food, may I suggest to you our aperitif or abre gana. We have BLACK
RUSSIAN, BLUE MARGARITA, DRY MARTINI and GRASSHOPPER. Which one do you prefer Sir?
- Since you dont like our aperitif, may I suggest to you our cold beverages. We haveWhich
one do you prefer Sir?
- Your __________________ will be served in a few minutes. Please excuse me.

SERVE APERITIF
WATER SERVICE
- Excuse me Sir, here is your cold, refreshing service water. You want me to pour this on your
glass or you want a bottled water?

TAKING ORDERS
- Are you done picking up your food Sir? Can I take your order now?
- Before I take your order, may I know if you have any food allergies like garlic, peanuts, etc.?
 - If yes, say I will inform the kitchen staff not to include any garlic on your food. Is that okay
with you Sir?
- Do you want HALAL foods?

APPETIZER
SOUP (Good choice Sir but may I suggest to you our Soup of the Day _____________, it is more
creamier and delicious. Would you like to try it Sir?)
SALAD (By the way Sir, may I know if youre a vegetarian? Since you are a vegetarian, may I
suggest to you our Greek Salad, it is freshly picked from our farm. It containsOur special
dressing is)
MAIN DISH (For your main dish Sir, we have white meat and red meat. For our white meat
Sir, we haveFor our red meat, we haveWhich one do you prefer Sir? May I suggest to
you our Specialty of the House Rib Eye Steak 100% pure beef tender and juicy. May I
know the doneness of cooking?)
WINE (To accompaniment with your red/white meat, we have red/white wineIn glass or
bottle?)
STARCH
RICE (For your rice Sir, we have...where do you want me to put your rice/starch Sir?
Together with your white meat or red meat? How many cups?)
DESSERT
HOT BEVERAGES (Would you like to complete your meal with hot beverages? If brewed
coffee single or double? Do you want to add creamer and sugar?

- May I repeat your order Sir

- Did I repeat your order correctly Sir?
- Your food will be served in 15 minutes. Is that okay with you Sir?
- Can I take back the menu? Please excuse me.

SERVE BREAD & BUTTER

- Excuse me Sir. While waiting for your food, here is your complimentary bread and butter.

COMPLETE TABLE APPOINTMENT

- Excuse me Sir. Can I complete your table appointment?

SERVE APPETIZER
CLEAR APERITIF Excuse me Sir, are you done with your appetizer? Can I buzz it out?
CLEAR APPETIZER

SERVE SOUP
CLEAR SOUP

SERVE SALAD Ill be back for your salad dressing

SERVE SALAD DRESSING
CLEAR SALAD

SERVE WHITE WINE

- Excuse me Sir. Im ______________, your sommelier for today. Its my pleasure to serve you.
- May I present to you your white wine. Novelino, it contains 4.5% alcohol by volume, vintage
since 1995, made in the Philippines. Can I open it at the top of your table?
Open wine, present the cork
 - Hows the smell Sir?
Pour a small amount of wine
- Heres a little amount for you to taste
- Hows the taste? Youre a good conizer!
Serve wine
- May I take back the cork Sir?

SERVE WHITE MEAT

CLEAR WHITE WINE
CLEAR WHITE MEAT

SERVE RED WINE

SERVE RED MEAT
CLEAR RED WINE
CLEAR RED MEAT

CLEARING THE TABLE

- Excuse me Sir, may I clear the table?
- Are you done with your complimentary bread and butter? Can I buzz it out?

SCRAPE THE TABLE

- Excuse me Sir, can I scrape the table?
- Hows the food Sir?
- Hows the ambiance?
- Hows my service?
- Thank you for the compliment Sir!

SERVE DESSERT
SERVE HOT BEVERAGES
CLEAR DESSERT
CLEAR HOT BEVERAGES

PRESENT THE BILL

- Excuse me Sir, may I present to you your bill. Your total bill 1500Php.
- If cash I received 3500Php. Ill be back with your change and receipt. Please excuse me.
- If credit card Since your mode of payment is credit card, may I prepare to you your one valid
ID and your credit card please. I received your valid ID and your credit card Sir. Ill be back
with your valid ID, credit card and your acknowledgment receipt for you to sign. Please excuse
me.
- If cash Here is your change and your receipt Sir.
- If credit card Here is your valid ID, your credit card and your acknowledgement receipt Sir.
Please sign it Sir. Thank you for signing Sir.

BIDDING GOODBYE
- Thank you for dining with us. Hoping to see you for your next visit. Thank you and have a good
day!
Prepared by:

CEASAR RYAN G. ASUNCION

March 31, 2017