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This is a Competency Based Learning Materials for the qualification Food and
Beverage Services NC II. This CBLM has been revised and improved to address the gap
between the old training regulation and new training regulation. Some parts of this CBLM
were taken from the ASEAN Trainee Manual in Providing Food and Beverage Service.
Below are the core units of competency included in this CBLM:
1. Prepare the dining room/restaurant area for service
2. Welcome guests and take food and beverage orders
3. Promote food and beverage products
4. Provide food and beverage services to guests
5. Provide room service
6. Receive and handle guest concerns
This learning material contains activities for you to complete. It covers the
knowledge, skills and attitudes required to complete the competency.
You may have acquired some or most of the knowledge and skills covered in this learning
material because you have:
BENEFITS OF RPL
o Gives credit for knowledge and experience
o Reduces duplication of learning
o Reduces costs of obtaining formal credentials
o Gives immediate feedback and determines which competencies need
verification and testing
o Identifies training gaps
o Training (is individualized and results in a recognized certificate)
o Assists in professional development
o Allows for better use of time and resources
o Potentially saves on training costs
If you can demonstrate to your trainer that you are competent in a particular skill,
you do not have to do the same training again. Or, if you feel you have the skills, talk to
your trainer about having them formally recognized. You may also show your Certificates
of Competence from previous training. And if your acquired skills are still updated/relevant
to the module, they may become part of the evidence you can present for RPL.
This module was prepared to help you achieve the required competency in providing
a link between kitchen and service areas, food and beverage services and room service. It
will serve as a source of information for you to acquire the required knowledge and skills
for Food and Beverage Services (NC II), with minimum supervision or help from your
trainer. This material will aid you in acquiring the competency at your own pace,
independently. To achieve the full benefit of this module:
• Talk to your trainer and agree on how you will both organize your training on this
unit. Read through the Competency Based Learning Material carefully. It is
divided into sections which cover all the skills and knowledge you need to
successfully complete this module.
HM112 Module 2
• Most probably, your trainer will also be your supervisor. He/She will be there to
support and show you the correct way to do things. Ask for help if you need one.
• Your trainer will tell you about the important things you need to consider when
doing the activities. It is important you listen and take notes.
• You will have plenty of opportunities to ask questions and undergo rigid practice.
This will help you in achieving competency in your new skill. Ample practice will
improve your speed, memory and confidence.
• Answer self-checks at the end of each section to test your own progress.
• When you finished each element and feel that you are ready, demonstrate the
activities outlined in the learning material to your trainer.
• As your work through the activities, your trainer will be taking note of your
performance. He/She will be providing feedback on your progress. Your
readiness for assessment will be reflected in his/her report, if and when you have
successfully completed each element.
HM112 Module 3
UNIT OF COMPETENCY: PREPARE THE DINING ROOM OR
RESTAURANT AREA FOR SERVICE
Introduction
At the end of this competency-based learning material, the learners are expected to meet
the following learning outcomes:
1. Take table reservation
2. Prepare service stations and equipment
3. Set-up the tables in the dining area
4. Set the mood/ambiance of the dining area
Assessment Criteria
1. Inquiries are answered promptly, clearly and accurately.
2. Pertinent questions are asked to complete the details of the reservations.
3. Reservations data are recorded on forms accurately based on establishment’s
standards.
4. Details of the reservations are repeated back and confirmed with the party making
the reservation.
5. Additional information about the foodservice establishment is provided when
necessary.
6. Service or waiter’s stations are stacked with supplies necessary for service.
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7. All tableware and dining room equipment are cleaned, wiped and put in their proper
places.
8. Special tent cards and similar special displays are put up for promotion.
9. Cleanliness and condition of all tables, tableware and dining room equipment are
checked.
10. Water pitchers and ice buckets are filled.
11. Electrical appliance or equipment like coffee pots, tea pots, plate warmers etc. in
the dining area are turned on and kept ready.
12. Condiments and sauce bottles are refilled and the necks and tops of the bottles are
wiped clean and dry.
13. Tables are set according to the standards of the foodservice establishment.
14. In cases where the menu is prearranged or fixed, covers are set correctly according
to the predetermined menu.
15. Tableware and glassware are wiped and polished before they are set up on the
table.
16. Cloth napkins are folded properly and laid on the table appropriately according to
napkin folding style.
17. Buffet or display tables are skirted properly taking into account symmetry, balance
and harmony in size and design.
18. Lights are adjusted according to time of the day.
19. Tables, chairs and other dining room furniture are arranged to ensure comfort and
convenience of the guests.
20. Appropriate music is played when applicable
21. Floors/carpets are cleaned and made sure are dry.
22. Air-condition or cooling units are adjusted for the comfort of the guests
23. Decorations are set-up according to theme or concept of the dining room.
LEARNING EXPERIENCES
HM112 Module 5
LEARNING ACTIVITY
LEARNING ACTIVITY
TABLE SETTING
LEARNING ACTIVITY
HM112 Module 6
LEARNING ACTIVITY
INFORMATION SHEET
HM112 Module 7
Introduction: Process incoming reservations to the establishment
As tables have been allocated to incoming reservations, it is vital to ensure that the
reservations are in fact accurate and that the people are coming. Given that most food and
beverage outlets are generally busy, it is essential that the limited space can be used in the
tables for people who aren’t coming, when there are others who want to dine at your
is normally done the day before or earlier on the day of their expected visit to the
establishment.
Importance of following up
1. Proves to the customer we value their patronage Reminds the customer that they in fact
have a reservation Confirms that the reservation is still applicable
2. Ensure that people who have made a reservation, do in fact have a space for them when
they arrive
3. Ensures tables can be resold or released if the customer is not coming anymore
5. Payment methods can be collected if required Ensures that any changes can be
accommodated before the customer arrives
6. Where booking charges or penalties are charged for late cancellation are applicable,
these can be explained to the customer
8. If customers wish to cancel their reservation, others on a waiting list can be allocated a
table, or other customers can be placed in more desired locations at the establishment. For
example a table with a view of the ocean or city lights.
HM112 Module 8
Some information that may be confirmed with the customer may include:
Name of booking
Number of persons
Follow up activities: Once reservations have been confirmed or cancelled, there are a
number of tasks that need to be performed. These include:
2. Informing waiters of the tables under their responsibility of reservation details and
requests
5. Phoning people on the waiting list if the previous reservation is now cancelled
7. Once we have a clear and accurate understanding of expected trade, it is now time to set
the tables accordingly.
Source: ASEAN 2013 Trainee Manual Provide Food and Beverage Services
Checking reservations
The first task is normally to check the reservations to gain an understanding of how busy
the outlet will be and to help in the allocation of duties to staff.
Number of guests including type of guests. For example, a baby may require a high chair
Size of bookings. This can indicate where their table has to be placed simply because it
won’t fit in certain locations
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Customer’s arrival time. This helps identify rush times and when additional reservations
can be made
Special requests such as the guest requesting a specific table number, specific location,
dietary requirements or that they have brought a birthday cake
When checking reservations, it is also important to take into consideration the anticipated
level of “walk in‟ customers. These customers are those who do not have a booking, but
merely walk in off the street looking for a table.
The level of “walk in‟ trade may be influenced by: Historical information
Events or local attractions. They may be theatre shows, festivals or sporting events starting
at specific times, which are located close to the premises
The menu can change daily, depending on the availability of the menu items and
the chef’s choices.
It is vital for all service staff commencing a service session to be aware of any menu
variations and know what the daily specials are. In addition, the kitchen may require service
staff to „push‟ certain dishes to clear them, or because they represent an especially
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profitable dish. Some specials or variations that could occur on a daily or service-by-service
When the guests are presented with the menu, they should be informed of any
changes, specials or limitations at this stage to avoid disappointment and frustration should
they order items that are unavailable. Changes and specials may also be written up on a
board, and brought to a guest’s attention upon seating. Chalkboards should be kept clean
and all handwriting should be neat and legible. Lots of different menu presentation options
exist, from print-based options, through hand- written boards to electronic displays.
Besides the above mentioned impacts on upcoming session, there are usually a number of
internal requirements that need to be considered including:
Service styles,
Executives
Senior management
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Regular in-house guests
External customers
Large groups.
Where VIPs are expected, this will likely impact service through the need
for:
Higher service levels – more experienced staff or greater numbers of staff allocated to the
VIPs
Need for private area – sections may need to be closed off or priority tables to be reserved
Specialized dishes – this may include 3 course set menus through to specialty menu items.
Priorities
Each organization will have priorities which they want to achieve in relation to operational
activities, sales or profitability.
The style of service Promotions Bookings taken – one of 2 sittings per session.
There may be a range of limitations that impact on an upcoming session including, but not
limited to:
Pre-existing group bookings, for example external conferences or groups staying in the
hotel
Meetings that have been booked in the outlet. Normally these include hotel management
meetings but could also include breakout rooms for conferences
Staffing limitations either to back of house (chefs) or front of house (service staff)
Equipment limitations. Naturally each outlet will only have a certain amount of floor space
or limited number of tables and chairs that can fit within it. In addition kitchens can only
produce a specified amount of menu items in a given period of time.
Source: ASEAN 2013 Trainee Manual Provide Food and Beverage Services
HM112 Module 12
Taking Table Reservations
Restaurants make it a goal to fill as many seats as possible every shift, while still maintaining
high standards of food and service. Many restaurants take reservations in order to assist
guests or parties whose plans require a specific seating time. Guests can make reservations
over the phone or online. Do the following before starting or when critiquing a reservation
system:
Managers at restaurants that accept reservations need to remain constantly aware of the
customer flow for the entire shift. Some restaurants will hold an empty table for only 20 to
30 minutes prior to the reserved party's arrival, if tables are turned quickly. Others will
ensure that the table is clear and held for over an hour.
- Utilize technology.
Many restaurants are channeling reservation requests through in-house technology such as
OpenTable software and computer devices. Coupled with Internet sites such as
OpenTable.com, technology like this can make reservation management and seating much
more convenient and efficient.
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Not All Restaurants Take Reservations
Not every restaurant will accept guest reservations. They may decide to stop taking
reservations altogether, or they may have never done it to begin with. This can cause
dismay among some guests, but restaurants usually have their reasons.
Special occasions. When a couple or a party wants to enjoy a special occasion such as an
anniversary, holiday or other celebratory event, they want to make sure they can get a table
without waiting too long.
Fairness. Some restaurants are so popular that they may require patrons to make a
reservation weeks or even months in advance. To be fair, some restaurants decide to run a
purely first-come, first-served business. Wait times can be extremely long at places like this,
but booking reservations for months in advance can be even more extreme.
Higher checks. Customers often make reservations for large parties or special occasions.
These parties tend to spend more money at the restaurant, which in turn increases
revenue.
Absent patrons. When the reserving party never shows up, sales suffer from the lost
business. Additionally, filling up the reservation book and holding tables for the parties
may force a restaurant to turn away other sales-generating patrons.
Planning Ahead. When restaurants are aware of the reservations for the night, they may be
able to better plan the preparation required to serve them. This is especially true for large
parties, such as reservations being made for 10-20 people.
Changes in party numbers. Sometimes a reservation is changed without notice, such as the
arrival of additional guests or children. When a restaurant makes plans to hold a table that
accommodates four, only to have a party of seven arrive, table arrangements and seating
plans need to change. This takes time and causes longer waits.
Alternatives to Reservations
Restaurants who do not accept reservations, or restaurants that no longer have the capacity
to accept further reservations on a given night may choose alternative methods to
accommodate their guests. Use the following methods to organize waiting patrons and
streamline the seating process:
The waiting list. When patrons arrive, they are invited to submit their names to a
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waiting list. The parties are called in order whenever tables become available. Unlike
reservations, this does not involve holding a table and will most often require a short wait.
The call-ahead list. Much like a waiting list, the customer can call the restaurant, ask
how long the wait is, and ask to be put on the waiting list over the phone. The customer
then arrives within the appropriate frame of time and receives the next available table.
Pagers. Many restaurants employ electronic pagers in lieu of calling out patron names
when tables are ready. These devices flash, vibrate and sometimes make noise when a table
is available for their party. The downfall is that they may not function if patrons walk off the
premises.
The Atlas Room is a reservation driven restaurant. We do welcome walk in guests and will
accommodate them as much as possible.
This policy is our only option given the size of the room. A manager is here to answer the
phone around 3pm Tuesday through Saturday. All other times, please leave a message and
we will return your call as soon as possible. Reservation request messages left on the
answering machine are honored in the order they are received. Please clearly state name,
and number of guests in party, date requested and especially your telephone phone
number. There may be times where an employee states that a manager must call back to
confirm. Please understand this is done only to ensure proper table spacing times for the
day requested.
Large party reservations (10 or more) are difficult to accommodate given the size of the
restaurant, however, we will take as many as possible. A large party reservation during
service hours will require a credit card to reserve, and must be confirmed the day of the
reservation. Our ability to increase the number of diners in a party is very limited. Please
assume that if your reservation is at 8pm or earlier, we have booked a table to follow on.
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Reservation Timing Policy
Parties that are late for their reservation time are given ten minutes before we call the
phone number that we have to ascertain arrival status. Given the limited seating of the
restaurant, fifteen minutes late with no contact will void your reservation. Please
understand, this is solely due to the size and seating capacity of the restaurant. If you are
late, we urge you to contact us so we can make our best effort to accommodate you and
your party. Again, due to our limited space and demand, a "No call" and or
"No show" will result in a $50 per person charge.
Other Policies
Separate checks can be accommodated, however we limit it to six(6). Our hand crafted
cocktails take at a minimum three minutes each to prepare. Patience is appreciated
We do allow guests to bring in their own wine with the exception of any wines we may have
on our list. There is a corkage fee of $25.00 per bottle. Unfinished wine may be taken with
you but the cork must be fully compressed, in a bag and the bottle taped to prevent
consuming prior to your destination
Guests with food allergies should inform your server at the beginning of your meal, prior to
ordering. Please discuss your food allergies with the server so the chef can adjust your meal
We do not offer bread service. Our concept is based on preparing everything in house, and
as our space is limited, at this time we do not prepare breads
If you wish to bring your own dessert, a charge of $5 per guest will be applied to the total
check
All parties of six or more will have a service charge of 20% added to the pre-tax total
Good (morning / afternoon / evening). Mongoose Restaurant Orlando speaking. How may
I help you?
Acknowledging a reservation request
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• Certainly Mr. Tan, (use name if whenever known)
•
• Yes of course sir or madam, (use name if known)
Standard questions
• May I please repeat the table reservation details, A table for (2) (this afternoon / on
Sunday, 31 October) at (2.00 p.m.) in the name of (Mr. Tan). And your (telephone
number) is (0917 676 56 12). Is that details correct?
Saying goodbye
• Thank you very much for calling, Mr. Tan. We look forward to seeing you then. Have a
great day ahead.
• I’m afraid we don’t have a table at that time. Would (2.30) be suitable?
• I’m afraid we don’t have a table available there at that time. But there is a table available
(say where) then. Would that be suitable?
Offering an alternative
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• May I help you to reserve a table at another of our restaurants instead?
• Perhaps you’d like to have (lunch) in the (Wok Restaurant), where there will be a buffet
this afternoon.
Process for reconfirming a restaurant table reservation request:
Standard reconfirmation
• Good Morning, Mr. Tan. I am James from the Mongoose Restaurant speaking.
• I would like to reconfirm your reservation for a table for 2 this afternoon at 02:00 p.m.
• Thank you very much for making the reservation and we look forward to being of
service to you and your (guest) this afternoon.
Good afternoon, Mr. Tan. I am James from the Mongoose Restaurant speaking.
I would like to reconfirm your reservation of a table for 2 this evening at 7:00 pm.
A birthday cake with the wording "Happy Birthday to Betty" has been arranged for
tonight.
Should you have any other request, please let us know.
Thank you very much for making the reservation and we look forward to being of
service to you and your (guest) this evening.
http://setupmyhotel.com/train-my-hotel-staff/f-and-b/354-rest-resv-procedure.html
I’m very sorry Mr. Tan, your table is not quite ready. It’ll be ready in about 10 to 15
minutes. Would you like to have a drink at our bar lounge while waiting?
Apologize: I am very sorry, Mr. Tan. We have given away your table by mistake. I am very
sorry.
Request the guest to wait: May we host you a drink at the bar while we solve the problem?
If the guest agrees to wait at the bar: This way please Mr. Tan
When you arrive at the bar: I hope you will enjoy your drink. I will return when a table is
ready.
I have arranged another table for you. I think you will like it.
Please come with me, and I’ll show you to your table.
Is this table fine, Mr. Tan ? Or: Is this table suitable for you?
If the guest doesn't like the alternate table:
• I can also offer you a table (over there / in that corner, etc).
• Would you prefer to sit there?
• I’m sorry, but there are no other tables available.
The guest's reserved table has been given away, and no other table is free.
Apologize: I am very sorry, Mr. Tan. We have given away your table by mistake. If a table
will be free soon I will inform you about it.
Request the guest to wait: Mr. Tan, table will be free in about 30 minutes. May I host you a
drink at the bar while you wait?
Escort the guest to the BAR:I hope you will enjoy your drink. I will return when your table
is ready.
When the table is ready: I apologize for keeping you waiting, I have arranged another table
for you. I think you will like it. Kindly come with me, and I’ll show you to your table.
If the guest will not wait until a table is ready: Would you like me to arrange a table for you
in the Bros. Restaurant instead? Check that there is an available table there, if yes then
escort the guest to the restaurant.
http://setupmyhotel.com/train-my-hotel-staff/f-and-b/355-table-resv-issues.html
HM112 Module 19
SELF CHECK
After reading the information sheet answer the questions below. Compare
your answer from the provided answers on the next page.
2. How will you handle a reservation problem when guest arrived but the table
is not yet ready?
HM112 Module 20
ANSWER TO SELF CHECK
a. Proves to the customer we value their patronage Reminds the customer that they
in fact have a reservation Confirms that the reservation is still applicable
b. Ensure that people who have made a reservation, do in fact have a space for
them when they arrive
c. Ensures tables can be resold or released if the customer is not coming anymore
e. Payment methods can be collected if required Ensures that any changes can be
accommodated before the customer arrives
f. Where booking charges or penalties are charged for late cancellation are
applicable, these can be explained to the customer
2. Suggested answer “I’m very sorry Mr. Guest, your table is not quite ready. It’ll be ready
in about 10 to 15 minutes. Would you like to have a drink at our bar lounge while waiting?
Executives
Senior management
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External customers
Large groups.
Instruction:
Note: Your trainer will assess your performance using the criteria below.
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Date of assessment: ____________________ Trainer Signature: ____________________
INFORMATION SHEET
The food and beverage service attendant must also be familiarized in the dinning area and
must be able to arrange the area as required by the customer.
HM112 Module 23
Activity Number Two
Given the following details below, assign customers with the proper table by writing the
assigned number to the table in the restaurant layout on the next page.
1. couple (non-smoking)
2. Family with six members (non smoking)
3. a group of four ladies (smoking)
4. a couple with disabled wife (no preference yet)
5. A couple with one two-year old kid.
6. Pres. Benigno Aquino III and his ten cabinet members
Things to consider:
HM112 Module 24
LAY OUT OF A FINE DINING RESTAURANT
(Use this for the activity)
DINING AREA
NON-SMOKING
KITCHEN
MAIN
DINING
CASHIER BAR
Waiter
Station
CR
ENTRANCE
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History: Origin of Table Setting
Features
The Anglo-Saxons began using clean cloths to cover the rough wooden
tables used at meals. They called this practice "laying the board." In addition to the
salt cellar, the table held cups, bread baskets and serving dishes or bowls, writes
Claudia Quigley Murphy in "The History of the Art of Table setting."
Utensils
Some dinners featured plates made of hard bread, called "trenchers." Forks
did not exist, and guests brought their own knives and spoons.
Time Frame
Wealthy nobility started adding silver dishes and utensils to their table
settings. In the 17th century, the fork--an Italian invention--came into widespread
use.
North America
Early European settlers in North America used knives, spoons and cloth
napkins. They made plates out of wood. By the time of the Revolutionary War,
china or pottery dishes were more common.
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TABLE SETTING
THE COVER
Cover
The cover refers to the total space needed to set one complete setup for a guest.
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The space is about 24 inches depending on the type of service. For traditional ala carte that
would use a show/base plate, definitely the cover should be more than the size of the show
plate.
THE LINEN
1. If the silence pad is used, it should be placed evenly on the table so that the
edges do not hang down below the tablecloth.
2. The table cloth is laid over the silence pad or directly over the table.
3. Fold the table cloth into four folds and spread evenly on the table (your
trainer will demonstrate it to you).
4. The linen should be free from holes and stains.
THE SILVERWARES
1. Dinner Knife and dinner fork should be laid about 11- 12 inches apart so
that the dinner plate may be placed easily between them.
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1 inch from the edge
11 - 12 inches apart
2. The remaining silverwares should be placed to the right of the knife and to
the left of the fork in order of which to be used.
3. The handle should be perpendicular to the table and 1 inch from the edge
of the table.
4. Bread and butter knife is placed either over the bread and butter plate
either parallel or perpendicular to the edge if the table.
6. Silverwares for dessert are placed just before the dessert course is served or
on the top of the cover.
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THE CHINAWARE
1. Bread and butter plate is placed at the left of the cover, directly above the tines of
the dinner fork or at the extreme left side of the cover if there is enough space.
2. Sugar bowls and salt & pepper shakers are generally placed in the center of the
table. If the table is good for two persons, these are to be placed at the side near the
wall.
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Basic Table Setting
HM112 Module 31
Retrieved from: http-//www.emilypost.com/table-manners/370 on May 14,
2012
HM112 Module 32
Retrieved from: Washington State University website on May 14, 2012.
HM112 Module 33
ACTIVITY NUMBER TWO
Consider these two types of restaurants and describe the establishment using the following
headings as a guide:
Menu
A. Style of Menu/Cuisine
_____________________________________________________________________
_____________________________________________________________________
________________________________________________
B. Price range
_____________________________________________________________________
_____________________________________________________________________
________________________________________________
C. Terminology used
_____________________________________________________________________
_____________________________________________________________________
________________________________________________
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Dining Area
A. Description of establishment
_____________________________________________________________________
_____________________________________________________________________
B. Décor
_____________________________________________________________________
_____________________________________________________________________
C. Capacity
_____________________________________________________________________
_____________________________________________________________________
D. Restaurant layout
Restaurant 2 set up
The general principle in table set up is to use the outermost utensil or utensils, as
necessary, one set for each course.
For a formal place setting, you will set up silverware as the menu needs, arranged in
precisely the right order.
Soup
The soupspoon is commonly the only spoon provided for the initial place setting.
Salad
Note the thicker tine at the left of the fork, which strengthens the tool -- for right handed
people -- for use in cutting large salad greens without having to resort to the knife.
Fish
Both a fork and a knife are provided for fish. Sometimes the fish knife has a silver blade,
because fish, which is often served with lemon, reacts with the steel in old knife blades,
causing an unpleasant taste. The fish fork is usually shorter than the dinner fork.
Dessert
In this case, the dessert utensils will be brought in with the dessert. However, you may
encounter the dessert spoon -- and fork, if needed -- as part of the initial place setting. They
would be placed horizontally over the plate and parallel to each other, with the bowl of the
spoon pointing to the left and the tines of the fork pointing right. When coffee and tea are
served, a teaspoon will be provided; it is brought in on the saucer.
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Things You'll Need:
• Silverware
• Set of Matching dishes
• Tablecloth
• Centerpiece
• Cloth napkins
• Napkin holder
• Stem glasses, complete set matching
1. Step 1
Place a linen tablecloth on the table. Plates, centerpiece, glasses and stemware are
placed on the table in front of each chair.
2. Step 2
Place the silverware on either side of the plate in special order when you set a
formal table. Since appetizer is served first put appetizer cutlery, then soup usually
served next before salad. Salad fork is placed before the dinner fork, with the
dinner knife following next. Knives are placed on the left side of the plate. They are
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lined up evenly and neatly. (Note: In European Countries, salad is served after the
main course)
3. Step 3
Make sure that the blades of the knives face inwards towards the plate when you set
a formal table. Stem glasses are just above the knives, and the glasses used depend
on color of the wine, red, white, or a desert wine. The water tumbler is placed near
the wine glasses.
• Napkins can be placed in a napkin ring and placed across the plate.
• Create little figures with the napkins, or turn them into flowers.
• A large vase filled with colorful flowers and greenery should be placed in the center
of the table.
• The plate used to set a formal dinner table is for placing food courses on, and not
for food itself.
• A really formal dinner would be when serving from the kitchen, with a chef and
servers bring the food to the table. A less formal would be served by the host and or
hostess, excusing herself, when getting up to bring the plates to the table.
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Note: Table set up will vary may be because of the following points:
1. Types of service
a. Russian
b. French
c. American
d. British
e. Buffet
2. Types of menu
a. table d’hote - Table d'hôte is a French loan phrase which literally
means "host's table". It is used as restaurant terminology to indicate a
menu where multi-course meals with only a few choices are charged
at a fixed price. Such a menu may also be called prix fixe ("fixed
price"). The terms 'set meal' and 'set menu' are reasonably common
as well. Because the menu is set, the cutlery on the table may also
already be set for all of the courses.
b. a la carte
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prices, in contrast to a table d'hôte, at which a menu with limited or
no choice is served at a fixed price.
c. buffet
d. function menu (for banquet)
e. breakfast (continental menu / American, etc.)
3. Number of courses to be served
a. appetizer
b. soup
c. salad
d. main course
e. dessert
f. coffee / tea
4. House rules (set by the establishment) - Standard Operating Procedures
(SOPs) used by the establishment. Usually use to align with the custom of
the customers being catered.
This picture shows how waiter sets water goblet on the table. It is ideal to use tray in setting
up glasses on the table.
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The waiter shows the proper way of carrying plate with utensils in setting up the table. It is
ideal to use tray in setting up cutleries on the table.
ACTIVITY
INSTRUCTION:
Listed below is the food ordered by guest. Arrange the necessary mise-en-place first (for
checking) then your trainer will instruct you to set up the table.
Beverages : Coffee
Wine
Water
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CHECKLIST: Are table appointments properly set?
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How to Set a Table
Instructions
1. Step 1
It is very important that you choose a right colored table cloth for the table.
Remember that the size of the vase and number of flowers in the vase must not be
an obstacle between you and the person sitting on the other side of the table.
2. Step 2
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As shown in the picture, different types of forks should be on the left of you plate
and knife and spoons should be on the right side of your plate.
3. Step 3
You can keep the napkin folded in nice way in the dinner plate or in the water
glass. On the top right, as shown in the picture, you can keep water glass and wine
glass.
How to Set the Table For Basic, Informal , and Formal Dinners.
• Plates.
• Glassware.
• Silverware.
• Napkins.
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Maybe a candle or two.
1. Step 1
Basic setting.
BASIC SETTING : This is appropriate for most occasions, and you just add to the
basic pieces as needed.
1) Place the dinner plate in the center of the place setting and place everything else
is around it.
2) The flatware is arranged around the plate in the order in which it will be used.
To the left of the plate is the fork. To the right of the plate is knife and spoon. The
knife is placed to the right of the plate with the sharp edge toward the plate. To the
right of the knife is the spoon.
3) A glass of water goes above the knife.
4) Napkins can be placed under the forks or on the plate for an informal setting.
2. Step 2
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Informal setting.
INFORMAL DINNER : Simply start with a basic setting and add to it.
1) If you are serving a salad, the salad fork is placed to the left of the dinner fork.
2) If you are serving soup, set the bowl on the plate and a spoon to the right of the
beverage spoon.
3) Salad or bread and butter plates go to the left of the forks. Position butter plates
above with the butter knife placed across the plate.
4) Cup and saucer go above the spoons with the handle toward the right. Wine or
water glasses can be positioned to the left of the coffee cup.
3) Step 3
Formal setting.
FORMAL DINNER : Begin with the setting for an informal dinner and add to it.
1) If serving white wine, use a glass for white wine, if serving red wine, use a glass for
red wine. Place the wine glass as well as a water glass to the left of the coffee cup.
2) The beverage, soup and/or dessert spoons are to the right of the knife or can be
brought to the table when soup or dessert is served.
3) To dress it up even more, place a charger under the dinner plate.
3. Step 4
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Table is set.
NAPKIN FOLDING
The final presentation on the table setting is the napkin fold. Restaurants will either use
paper or linen napkins, linen being mostly used in
more up market restaurants due to laundry costs.
Paper napkins are available in a number of sizes and
colors and the degree of thickness is indicated by the
numbers of "Ply" (one, two and three ply serviettes
are the most common).
When selecting a napkin fold, the following considerations known as the acronym
‘HATS’, apply
Hygiene Handling
There is a trend towards simple folds to lessen handling of the napkin by the waiter, to
improve hygiene.
Appearance
Select a fold to suit décor and table setting. Some folds are suitable for placing in wine
glasses or bread baskets, but most are designed to sit in the centre of the cover, on a show
plate or on the side place.
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Time
Simplicity in style reduces staff costs.
Storage
Some folds have the advantage that they can be folded in quiet times and stored.
Your trainer will demonstrate at least ten basic napkin folds. Watch and apply as your
trainer instructs you to do it. In the succeeding pages, there are some samples. You may
present your own creation of napkin fold.
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ACTIVITY NUMBER FOUR
Write the name of napkin fold & demonstrate how to fold it to your trainer. The trainer
will check whether you performed it correctly or not.
NAME YES NO
1
4
5
6
10
1. RUSSIAN SERVICE
CHARACTERISTICS
1. In RUSSIAN SERVICE the meat is precut in the kitchen and then rearranged on
the platter. It is also known as platter service.
Examples:
A. Experienced chefs precut racks of venison, but put the meat back onto the
bones so it looks like a whole rack.
B. A whole piglet is carved in the kitchen but put back together so it could be shown as a
whole in one piece.
C. The chefs portioned a goose in the kitchen but carefully served on a platter looking
like a whole one.
D. The same is done with a whole fillet of beef or a whole fish. If it is filleted and put
back onto the platter so it looks like a whole, all done in the kitchen prior to serving.
2. The cooks always do a nicer job to carve and garnish platters, than most waiters,
the waiters has to know the procedures also. For banquets this was the preferred way and
it allows a speedy service without rechauds straight from the platter onto the patron's
plates.
2. FRENCH SERVICE
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Characteristics
• Dinner plate
• Salad plate
• Dinner knife
• Salad knife
• Dinner spoon
• Soup spoon
• Dinner fork
• Salad fork
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• Cloth napkin
• Butter knife
• Bread plate
• Dessert spoon
• Dessert fork
• Water goblet
• Red wine glass
• White wine glass
1. Step 1
Place the dinner plate directly in front of where your guest will be sitting. Place your
salad plate on top of the dinner plate.
2. Step 2
Place the dinner fork directly to the left of your dinner plate. Place the salad fork to
the left of the dinner fork.
3. Step 3
Place your napkin directly to the left of your salad fork. Try to make the napkin
look as sophisticated as possible. Try a special fold, or perhaps a napkin ring.
4. Step 4
Place your bread plate on the upper left hand side of your dinner plate. It should
be above the dinner and salad forks. Place the butter knife onto the bread plate.
5. Step 5
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To the right of the bread plate, directly above the dinner plate, place your dessert
spoon and fork. The dessert fork should be directly above the dinner plate, with
the prongs facing towards the right. The dessert spoon should be directly above the
dessert fork, facing the opposite direction of the fork.
6. Step 6
Place your dinner knife directly to the right of your dinner plate. Place the salad
knife to the right of the dinner knife.
7. Step 7
Place the dinner spoon (if needed) directly to the right of the salad knife. Place the
soup spoon to the right of the dinner spoon. This completes your utensil setup.
8. Step 8
Place your water goblet above the dinner knife. Place the red wine glass above the
dinner spoon. The red wine glass should be closer to where your guest will sit than
the water goblet. Now place the white wine glass to the upper right of the red wine
glass. The white wine glass should be further from where your guest will sit than the
red wine glass, but closer than the water goblet.
3. BRITISH SERVICE
BRITISH SERVICE - big platters and tureens were placed onto the table in front of the
guest. After initially being assisted by the waiters, these guests helped themselves. Another
most likely British invention is still known as BUTLER style, that's when canapés and other
hors d'oeuvres are placed in the hands of servers who offer these to the guests as they pass
by.
4. BUFFET SERVICE
The chefs create all displays on Hotel-Silber show platters, artistically garnishing the
same. These platters, hot for hot food and cold for cold food, are carried to the dining
rooms by the kitchen waiters often called back-waiters.
5. Waste disposal - Put at least one trash can under your serving table, or to
the right side. Try to think like a guest and predict when and where they will end up with
an empty plate or glass, and put a trash can or bin for glasses there.
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so judge according to what you're serving. (Your trainer will teach you how to decorate
the table, cover it with a cloth (table skirting).
Note: The buffet set up is arranged from lightest to the heaviest. Example, cereals (rice or
pasta), vegetable, seafood, chicken (poultry), beef then pork.
There is a rhyme and a reason for correctly setting up a buffet table. If the buffet table is set
improperly, you run the risk of long lines of hungry party goers waiting for their meal and
thereby interrupting the flow of the entire event. Whether your event is entertaining guests
of 10 or 200 or more, the domino effect of a poorly set up buffet table leads most certainly
to frustration for all revelers and party planners involved. Use the following tips to set up a
buffet table correctly and secure your place in the “Hostest-with-the-Mostest” hall of fame.
• Guest list
• Menu plan
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• Linens
• Flatware
• Silverware
• Chafing dishes
• Serving utensils
• Sterno lamps and lighter
1. Step 1
Once the number of guests has been confirmed, the buffet table set-up is
determined by the number of total food items served. A simple buffet menu plan
includes five items (bread, salad, starch, vegetable, and protein) and utilizes 8 foot
tables placed end-to-end to maximize traffic flow. One 8 foot table services 20 to 30
people. Space permitting, always allow serving lines to form down both sides of the
buffet table.
2. Step 2
Set your 8 foot buffet tables end-to-end and drape them so they nearly touch the
floor with the appropriate sized table cloth. For an 8 foot table use a 60”x120”.
3. Step 3
Locate plates at one end of the buffet table, one stack for each side of the serving
line. Remember to consider how you would like the traffic to flow around the
buffet table.
4. Step 4
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Basket 'o Bread
Next, place the bread with butter service on each side of the buffet table to
accommodate both lines.
5. Step 5
Following the bread in this order place the pre-dressed salad, then the starch, the
vegetables and the protein. If serving a vegetarian main item position it after the
protein dish. Use chafing dishes with Sterno lamps to keep the main entree items
heated.
6. Step 6
To keep the buffet table setup looking neat, set out small saucers on both sides of
the table in front of each serving dish. This is where the serving spoons are placed
so the table cloth stays clean.
7. Step 7
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Table Setting
It’s always a good idea to preset the dining tables with silverware and napkins to
avoid a traffic jam at the buffet table. However, if that is not an option, display the
silverware at the very end of the buffet table setup so both lines can easily access
their cutlery before heading to the dining area.
5. AMERICAN SERVICE
Most of the fine dining restaurants use the American service. American service is
commonly used because of its simplicity yet elegant service. The food is prepared in the
kitchen and arrange on the plate which is to be served directly to the guest, It is also called
a plate service.
ACTIVITY
Prepare specific setup assigned by your trainer. Your trainer may assign any type of table
set up from the previous topic. This includes table skirting and buffet setup.
ACTIVITY
Table Skirting: Your trainer will demonstrate how to do the table skirting.
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UNIT OF COMPETENCY: WELCOME GUESTS AND TAKE FOOD
AND BEVERAGE ORDERS
INTRODUCTION : This unit deals with the knowledge and skills required in
providing pre-meal services to the dining guests as soon as they arrive in the foodservice
facility. It covers the dining room or restaurant service procedures before the food and
beverage orders are served. This unit involves the initial steps in the sequence of service
that includes the welcoming of guests, seating the guests, taking food and beverage orders
and liaising between the kitchen and the service area.
At the end of this competency-based learning material, the learners are expected to meet
the following learning outcomes:
1 Welcome and greet guests
2 Seat the guest
3 Take food and beverage orders
4 Liaise between kitchen and service areas
Assessment Criteria
1.1 Guests are acknowledged as soon as they arrive.
1.2 Guests are greeted with an appropriate welcome.
1.3 Details of reservations are checked based on established standard policy.
1.4 Guests are escorted and seated according to table allocations
1.5 Tables are utilized according to the number of party.
1.6 Guests are seated evenly among stations to control the traffic flow of guests in the
dining room.
1.7 Cloth napkins are opened for the guests when applicable.
1.8 Water is served when applicable, according to the standards of the foodservice
facility.
1.9 Guests are presented with the menu according to established standard practice.
1.10 Orders are taken completely in accordance with the establishment’s standard
procedures.
1.11 Special requests and requirements are noted accurately.
1.12 Orders are repeated back to the guests to confirm items.
1.13 Tableware and cutlery appropriate for the menu choices are provided and adjusted in
accordance with establishment procedures.
1.14 Orders are placed and sent to the kitchen promptly.
1.15 Quality of food is checked in accordance with establishment standards
1.16 Tableware is checked for chips, marks, cleanliness, spills, and drips
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1.17 Plates and/or trays are carried out safely.
1.18 Colleagues are advised promptly regarding readiness of items for service
1.19 Information about special requests, dietary or cultural requirements is relayed
accurately to kitchen where appropriate.
1.20 Work technology are observed according to establishment standard policy and
procedures
LEARNING EXPERIENCES
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INFORMATION SHEET
It is said that customer is the life-blood of the business, without the customer,
there will be no business at all. Customers upon entrance to the establishment must be
greeted properly to create the first positive impression.
We should acknowledge the arrival of the customers following the 5-foot/10-foot rules.
5-Foot Rule
If the customer is 5 feet away from you, greet him verbally with warm and
pleasing welcome.
10-Foot Rule
When arriving guest is 10 feet away or more from you, acknowledge them by
warm gestures like waving of hands and sincere smile.
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3. Assist them in sitting.
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ACTIVITY
Demonstrate “welcoming the guests” using the criteria below. Choose your partner and let
your trainer assess your performance.
3. Assists the guest in seating. Pull the chair gently and push
back slowly.
4. Unfolds the napkin placed on the guest’s lap properly without
touching the guest.
5. Pours water properly in the water goblet, without spills.
___________________ ___________________
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OPERATION SHEET
EQUIPMENT, Chairs, table, menu book, order pad (palm tap), ball pen
TOOLS AND
MATERIALS:
PROCEDURE:
1. Approach the guest and introduce your self as food &
beverage service attendant.
2. Present the menu
3. Take beverage orders first, if there is a host, take
orders from the host.
4. If couple, take orders from the lady first unless she
tells you to take orders from the gentleman.
5. Recommend specialty of the house or chef’s
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recommendation.
6. Suggest wine to complement the food order.
7. Explain the method of preparation and ingredients if
necessary, thus product knowledge is very important.
8. If the order is not heard properly, slightly bend your
body towards the guest and clarify.
9. Don’t forget to repeat orders before leaving the table.
10. Inform the guest how long it will take before you can
serve the order.
11. After taking the order, set the table or rectify the table
setup based on the food ordered.
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INFORMATION SHEET
The food service attendant should approach a table within the first minute. This is the first
impression you will make on your guests. Make sure that you are professional and neat.
Smile, make eye contact and greet the customers, giving your name to customers as stated
in the previous guidelines.
REMEMBER…
2. A mother may ask for an extra plate so that she may share her lunch with her
child. When children’s service is available with a special food selection, smaller
portions and lower prices, this service should be explained to her.
3. If a customer praises the hot homemade rolls and the restaurant makes these available
for takeout orders, offer this service to the customer.
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4. When a customer comments on the attractiveness of the courtyard, he or she
may be told that dinners are served there under the trees during the summer
months.
When the waiter approaches the table for the first time, he or she should ask if
anyone would like a drink. The server may want to make a suggestion or simply provide
the customers with some information on what types of soft drinks or beers the restaurant
carries. Be sure servers know their drink names for this exchange; the guest that orders a
vodka martini up with a twist will be mad if he or she receives a gin martini on the rocks!
This is also a good time to tell the table about any specials.
The server should be thoroughly familiar with the menu contents, its
arrangement and its prices. To illustrate:
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2. Sometimes the customer fails to notice “specials” or some other featured group of foods
on the menu. The server may tactfully indicate these to him.
3. A foreign name or an unfamiliar term on the menu may be perplexing to the reader. In
response to her inquiry, a simple explanation of the meaning of the term or a description
of the contents of the dish will be appreciated. The server should give such explanations
graciously with an attitude of helpfulness, and never patronizingly or curtly.
4. A customer with poor eyesight may have difficulty in reading the menu. The server
could read the items to him and write his order.
Normal etiquette dictates that you start with the women at the table. If there are
children, it is also appropriate to start with them. Again, take clues from the table. If one
woman is obviously undecided, you may make her uncomfortable by insisting she place
her order first. Let the others order, then come back to her. Make sure your servers have a
thorough knowledge of the menu and can answer any questions about menu item
preparation. They may also make recommendations at this point, if the customer asks or
seems unsure.
Docket Writing
There are many new restaurants utilizing computerized order systems as a means to
simplify both the processing of meals as well as stock control. Whichever system your
establishment uses you will have to be able to understand and follow how a docket is
written.
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Numbering system
At the beginning of service you must know how the tables are numbered and the position
numbers of each guest.
Points to consider:
• Guest number one is usually seated closest to the front or kitchen door
• Number all other guests clockwise around the table
• Round tables; the seam of the tablecloth is placed towards the number one
position.
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Activity
You are a food service attendant designated to Table 10. At 7.30pm you take a dinner
order from 4 guests at table 10. The order is as follows:
Practice your docket writing skills: Write the dinner order in the correct format on the
docket.
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UNIT OF COMPETENCY: PROMOTE FOOD AND BEVERAGE
PRODUCTS
INTRODUCTION : This unit deals with the knowledge and skills required in
providing advice to customers on food and beverage
products in foodservice enterprises.
ASSESSMENT CRITERIA:
1.1 Names and pronunciations of dishes in the menu are mastered.
1.2 Ingredients of dishes are memorized.
1.3 Sauces and accompaniments are known by heart.
1.4 Descriptions and of every item in the menu are studied.
1.5 Common food allergens are mastered to prevent serious health consequences.
2.1 Information about the food items are provided in clear explanations and
descriptions.
2.2 Items on specials or promos are offered to assist guests with food and beverage
selections.
2.3 Name of specific menu items are suggested to guests rather than just mentioning the
general categories in the menu to help them make the choice and know what
they want.
2.4 Standard food and beverage pairings are recommended.
2.5 Several choices are given to provide more options to guests
2.6 Descriptive words are used while explaining the dishes to make it more tempting
and appetizing.
2.7 Suggestive selling is carried out discreetly so as not to be too pushy or too aggressive.
3.1 Slow moving but highly profitable items are suggested to increase guest check.
3.2 Second servings of items ordered are offered.
3.3 Food portion or size is mentioned for possible adjustments with the orders.
3.4 New items are recommended to regular guests to encourage them to try other items in
the menu.
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LEARNING ACTIVITIES SPECIAL INSTRUCTION
Activity
Written Assessment Read information sheet
Activity
Research activity and group presentation Refer to the instruction
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INFORMATION SHEET
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Self Check
A B
1. agneau A. white
2. fromage B. black
3. huitre C. juice
4. jus D. oyster
5. noir E. onion
F. lamb
G. cheese
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Answer key
1. F
2. G
3. D
4. C
5. B
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Name: __________________________________ Section: ________
Date: _______________ Rating: ____________
Written Assessment
Answer Sheet
1. __________________________________________________
2. __________________________________________________
3. __________________________________________________
4. __________________________________________________
5. __________________________________________________
6. __________________________________________________
7. __________________________________________________
8. __________________________________________________
9. __________________________________________________
10. __________________________________________________
11. __________________________________________________
12. __________________________________________________
13. __________________________________________________
14. __________________________________________________
15. __________________________________________________
16. __________________________________________________
17. __________________________________________________
18. __________________________________________________
19. __________________________________________________
20. __________________________________________________
21. __________________________________________________
22. __________________________________________________
23. __________________________________________________
24. __________________________________________________
25. __________________________________________________
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INFORMATION SHEET
Adzuki Bean: Small red bean grown in China and Japan, served fresh or dried and
ground into flour.
Agar: Gelatinous substance made from seaweed.
Agnolini: Stuffed pasta similar to tortellini.
Agnollotti: A round pasta similar to ravioli.
Aioli: Sauce of southern France made with garlic, olive oil, egg yolks, and other
seasonings.
Al-Formo: Italian term for food baked in an oven.
Alambre: Spanish or Mexican shish kebab.
Allspice: Tastes like a blend of cinnamon, cloves, and nutmeg this spice comes from a
berry from the pimento tree .
Amandine: Served with, or topped with, sliced almonds.
Amaranth: Cereal grain.
American cheese: Refers to a blending of two or more types of cheese, with an emulsifier
added and the mixture heated. This type of cheese will keep better than the parent
cheeses.
Ancho: Deep red chili peppers, mild in flavor.
Anchovy: A small silvery fish in the herring family.
Andouille: Highly seasoned, hard smoked Cajun sausage.
Angle Food Cake: Sponge cake made with beaten egg whites (No yolks) light and airy
texture.
Anise: Spice related to parsley, native to several Mediterranean countries, with a
pronounced licorice flavor.
Anolini: semicircular, stuffed pasta.
Arbol Chili: Brick red, dried chili pepper.
Arrowroot: A starch.
Aspic: Jellied broth, combined with meats, fish, or vegetables, and poured into a shaped
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pan.
Au-Gratin: Dish that is covered in cheese, bread crumbs, and butter, then browned.
Au-Jus Served: with the natural juices from roasting.
Bake: To cook a food in an oven.
Baked/roasted—Cooked in the oven, uncovered.
Baklava: Greek pastry made with thin leaves of dough , honey, sugar, and chopped
walnuts.
Balachan: Malaysian condiment made of spices, small fish, and shrimp, allowed to
ferment in the hot sun, then dried.
Balsamic Vinegar: Rich, reddish brown semisweet vinegar made from white grapes.
Bard: To wrap meat or poultry in thin layers of fat before cooking.
Basil: A herb belonging to the mint family.
Basmati Rice: Long grain rice with a faintly nutlike flavor and aroma.
Baste: Brush or spoon drippings or a prepared mixture over a meat intermittently as it
cooks.
Batter: A mixture; containing flour, milk or water, eggs, and a leavening agent.
Bavette: Thin, oval shaped pasta.
Bay Leaf: A herb belonging to the bay laurel family.
Blackened—Seasoned with spices including cayenne and cooked over extremely high
heat in a heavy skillet.
Béarnaise Sauce: A white wine sauce flavored with fresh herbs and shallots, thickened
with egg yolks.
Béchamel Sauce: A white sauce made from mill flour, butter, and seasonings.
Beef Stroganoff: Strips of beef sautéed with chopped onions and mushrooms; thickened
with sour cream.
Belgian Endive: Small, canoe shaped salad green with yellow or red leaves.
Bermuda Onions: Crisp and mildly sweet white onions with a flattened round shape and
tan or white skin.
Bib Lettuce: Salad green with a soft, small head of loosely grouped, delicate, light green
leaves.
Bind: To add mayonnaise, eggs, or a sauce to hold a mixture together or provide
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consistency,
Blanch: To dip food into boiling water for several minutes, then cool with cold water.
Blend: To mix ingredients very thoroughly.
Bleu: Roquefort type cheese made from cow or goat's milk.
Blintz: Jewish stuffed pancake, made with egg batter,
Blondir: To cook lightly in fat.
Bok Choy: Chinese cabbage.
Bordelaise Sauce: A red wine sauce mixed with meat glaze, lemon juice, and finely
minced shallots, parsley, ground pepper, thyme, bay leaf, and other fresh herbs.
Boudin: Pork and rice based sausage, highly seasoned common in southern Louisiana
cooking.
Bouillon: A seasoned broth or stock produced try cooking a meat or fish in liquid.
Bouquet Garni: A bundle of herbs in a tightly tied cheesecloth sack.
Braise: Similar to sautéing.
Bran: Outer husk of a grain, known for its high fiber content, usually but not always
removed in processing.
Bresaola: Salt cured, air dried beef, served thinly sliced as an antipasto.
Brisket: Cut of beef, boiled, braised barbecued, stewed.
Broil: To cook with direct, high heat.
Broth: Flavored liquid left after simmering meat, fish, or vegetables.
Brown: To seal in the flavorful moistness of a food, typically meat, by sautéing it in a hot
oiled skillet.
Brush: To lightly rub a food with a liquid or fat (butter, olive oil, etc.) while or prior to
cooking.
Bulgur: Quick cooking form of wheat that has been steamed, dried and cracked
Butternut Squash: Elongated winter squash with tan skin, yellow flesh and a mild, creamy
flavor.
Cabrito: Popular Mexican dish of young cocked goat.
Cala: Sweet rice cake commonly served in New Orleans around the holiday of Revillion.
Caldillo: A thick Mexican stew of meat, potatoes, and chilies.
Calzone: Stuffed half moon shaped Italian turnover, similar to a pizza folded in half and
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baked.
Camembert: French cheese, soft and surface ripened like Brie, famous for its gray, felt like
rind, slightly bitter flavor, and complex aroma.
Canape: Small, thin piece of toast spread with meat, cheese, or relish, served as an
appetizer.
Cannelloni: Shaped pasta stuffed with meat or cheese and baked.
Caper Sauce: Warm white sauce prepared with milk, cream, tarragon veneer, chopped
capers.
Capers: Seed-like buds of a Mediterranean plant those are pickled and used as a
condiment or garnish.
Capicolla: Italian sausage prepared with pressed pork shoulder and sweet red peppers,
cased, cooked, and air dried.
Capon: A term referring to a gelded, over fed rooster, slaughtered at six to ten months of
age. Weight is about six pounds, and the meat is tenderer than a regular fryer.
Caprini: Italian cheese composed of a varying mixture of goat, cow, and ewe's milk with a
high fat content.
Caramelize: To brown sugar in water.
Carbohydrates: Important, class of foods derived from plants. There are three classes:
#1 Cellulose: indigestible dietary fiber.
#2 Sugars: fructose, sucrose, glucose, and more complex sugars.
#3 Starch
Carbonara: A pasta sauce composed mainly of bacon, olive oil, eggs, Parmesan cheese,
onions, garlic, and herbs.
Cardamom: Spice related to ginger, sweet, pungent, lemony flavor.
Casein: Phosphoprotein rendered from milk, soybeans, and other sources, important as
the chief component of cheese.
Cepes: A type of dried mushroom,
Char: To seal in the flavor and juices of a food (MEAT) by blackening its surface in a
skillet, over an open flame, or under a broiler.
Chard: This vegetable is essentially a beet grown for its leaves. May be substituted for
spinach in most dishes.
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Chayote Squash: Small, avocado shaped summer squash with a delicate flavor.
Cheddar: Popular cow's milk cheeses with color ranging from white to yellow/orange.
Aged from three months to nine months, its flavor decreases in sharpness over time.
Cherries Jubilee: Flaming dessert of cherries in syrup, vanilla ice cream, and brandy.
Chervil: Parsley like herb, with a slight taste of anise.
Chickpeas: (Garbanzo beans) small, round dried legumes, tan in color.
Chicory: Bitter root, roasted.
Chili Garlic Paste: Spicy paste made from ground fresh chili peppers and garlic. his used
in Asian and Southwestern dishes.
Chinois: A conical, fine mesh strainer.
Chipotie: A bright red, fiery hot chili common in salsas.
Chitterlings: The boiled, fried, or stuffed small intestines of Pig
Chorizo: A spicy dried sausage, originally from Spain, sweet red peppers, garlic, and hot
peppers.
Chow: Chinese term for sautéing; also known as stir fry.
Chupati: Flat bread from northern India, made with wheat, resembling a Mexican
tortilla.
Chutney: Indian relish containing fruits and vegetables.
Cilantro: Fresh aromatic leaves of the coriander plant, often used in Mexican, Asian and
Indian cooking.
Citron: An oval shaped fruit.
Coat: To remove the solids from meat stock or melted butter.
Cobb Salad: The classic American salad created in 1936 by Robert Cobb; made with
various greens, chopped egg chicken, tomatoes, bacon, blue cheese, and watercress.
Collard Greens: A type of cabbage, similar to kale, very high in vitamins, calcium, and
iron.
Combine: To stir two or more ingredients together until they form a single uniform
mixture.
Comino: Ground cumin seeds.
Consommé: A clear, highly seasoned meat broth.
Coriander: Aromatic herb.
HM112 Module 90
Corned Beef: Beef cured by soaking in a seasoned brine solution.
Couscous: Tiny grains of pasta made from milled wheat.
Cream: To mix thoroughly by rubbing ingredients against the bottom of a bowl with the
back of a spoon to a smooth consistency.
Creole: Cuisine originating in eighteenth century New Orleans, in which classical
European cooking was combined with New World herbs and spices and African and
Native American culinary traditions.
Crepe: Thin, light pancakes usually served with a variety of fillings.
Crimp: To join and seal the edges of pies and pastries by pressing them together with a
fork or by pinching them. together between thumb and forefinger.
Croutons: Small, seasoned cubes of bread, fried or toasted.
Crush: To break into small pieces by using pressure; or, in the case of herbs, to severely
bruise to release the aromatic flavoring agents.
Cumin: An aromatic seed.
Curdling: A coagulation of milk or egg based foods resulting from their separation into a
watery liquid and clumps of semi solid material.
Curing: The process of preserving meat or fish. by drying, smoking, salting.
Currants: Variety of small dried grapes that are often used in baking. They are not to be
confused with red or black currants that are used fresh in wines and jellies.
Dash: A food measurement equal to about 1/8 of teaspoon.
Deep Fry: Cook in hot fat deep enough for food to neat.
Deglace: To create gravy by heating stock or wine in a pan in which meat has been
roasted and the particles and drippings removed.
Demi-Glace: A French sauce made with meat stock, roux, tomatoes, and other spices,
reduced in volume to one half to one tenth by boiling.
Devil: To apply a highly seasoned paste, usually made with bread crumbs, to meat, fish,
or poultry before grilling.
Dice: To cut food into small cubes.
Disjoint: To dismember a chicken before cooking by slicing the connective tissue and
cartilage and twisting firmly until the pieces separate.
Dollop: A blob of any soft, viscous food, such as sour cream, whipped cream, or dumpling
HM112 Module 91
dough.
Dot: To cover with small dabs of fat or butter.
Draw Butter: American term for clarified butter.
Dredge: To lightly cover food with flour, corn meal, or bread crumbs. Meat, poultry, and
fish are often dredged by being lightly shaken in a paper bag containing the dredging
ingredient.
Dress: To mix with a seasoning or sauce immediately before serving.
Drippings: The fat and juices which have separated from a meat during cooking.
Durun Wheat: hard wheat to produce the flour for pastas.
Duxelles: A reduction of finely chopped mushrooms, parsley, onions, pepper, shallots,
salt, and butter.
Edam Cheese: A famous Dutch cheese exported in balls covered with bright red rinds.
Egg Replacer: Dry mixture of starches and leavening agents used in baked goods instead
of eggs.
Eggless Mayonnaise: Cholesterol free dressing made with either tofu, canola oil or
safflower oil instead of eggs.
Emmental Cheese: Know as Swiss cheese,
Etouffee: A Cajun dish, usually of shrimp or crawfish, stewed or braised in a tomato
vegetable base.
Fagioli: Italian dried beans.
Falafel: A Middle Eastern dish consisting of a paste made from ground dried chickpeas
and herbs.
Fennel: A herb plant with tall green celery like stalks.
Fennel Seeds: Licorice-flavored seeds from a plant in the parsley family.
Fetta Cheese: Soft and crumbly white Greek cheese made from ewe, goat, or cow's milk
and pickled in brine.
Fettucine: Long, flat, narrow ribbon pasta.
File: Powdered sassafras leaves.
Fines Herbs: Usually a mixture of chopped parsley, chives, and tarragon.
Five Flavors: Chinese culinary concept that there are five essential flavors (bitter, hot,
salty, sour, and sweet)
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Five Spice Powder: Chinese spice blend of equal parts of powdered anise, cinnamon,
fennel, ginger, and dove .
Flute: To crimp pie or pastry dough between thumb and forefinger to give a scalloped
edge.
Fold: Combine two ingredients by turning one over the other with a spoon.
Frisee: Least bitter salad green of the chicory family with ruffled, green leaves, white ribs
and a yellow central core.
Garbanzo Beans: Italian name for chickpeas.
Gazpacho: Classic Spanish soup made with fresh tomatoes, cucumber, sweet peppers,
and other vegetables, water and bread.
Giblets: edible entrails of poultry and game (heart, liver, gizzard, and neck).
Gingerroot: Fresh root of a tropical plant native to Asia. It has a pungent, aromatic flavor
that is often used in Asian stir fries.
Glaze Meats: To apply a thin coat of a prepared meat essence to the surface of a dish.
Vegetables: Combine butter with reduced cooking juices over controlled heat. Sauces: To
broil to a golden brown color.
Gluten: The part of a flour left when the starch is removed.
Gouda Cheese: A smooth mellow Dutch cheese made from whole milk.
Goulash: A Hungarian stew made with beef or lamb.
Grillades: Browned pieces of beef served over rice or grits.
Grits: Coarsely ground corn with the hull and germ removed.
Gumbo: A stew of widely varying ingredients served over rice.
Habanero Peppers: Small orange, lantern shaped chili pepper. It is up to 100 times hotter
than the jalapeno pepper.
Havarti Cheese: A mild Danish cheese that becomes sharper as it ages.
Hoisin Sauce: Chinese soybean and pepper sauce.
Hubbard Squash: Large winter squash with knobby skin, bright orange flesh and a mild
flavor.
Hummus: Middle Eastern dish made from mashed chickpeas, sesame seed butter, olive
oil, garlic, and lemon juice.
Jaiapeno Pepper: Small, plump, green or red chili pepper used especially in Mexican
HM112 Module 93
cooking. It varies from mildly hot to very hot.
Japanese Eggplant: Resembles regular eggplant but is smaller in size and more delicate in
flavor.
Junket: Sweetened milk artificially thickened.
Kale: A leafy vegetable of the cabbage family.
Kielbasa: A popular Polish sausage heavily seasoned.
Kohlrabi: Member of the cabbage family.
Lambs Lettuce: Member of the cabbage family.
Leek: Member of the onion family. It has a cylindrical white bulb and a long wide green
leaves.
Limburger Cheese: A strong smelling semi hard, fermented cheese.
Linguini: Long and narrow, flat pasta noodles.
Lovage: large, celery like herb with a thick stalk.
Mace: The ground outer husk of the nutmeg.
Mango: A sweet, tropical fruit, with a slight sour spicy flavor.
Manicotti: Large tubular pasta, similar to cannelloni, stuffed with meat or cheese.
Marjoram: Delicate herb, with a sweet and subtle flavor. Available fresh or dried and
similar in flavor to oregano.
Masa: A coarsely ground corn flour.
Mascarpone: A soft Italian cheese, similar to ricotta.
Mezzani: Smooth tubular shaped pasta.
Mirepoix: A mixture of chopped onions, garlic, celery, carrots, thyme, bay leaves, sherry,
sautéed in butter.
Mirin: Japanese cooking wine made from sweet brown rice.
Mirliton: A pale green squash.
Misco: Salty-tasting paste made from fermented, crushed soybeans and sometimes grains
such as barley, rice or wheat.
Mousse: A dish created with whipped cream or egg whites.
Mozzarella Cheese: A soft, white Italian cheese, made from buffalo or cow's milk.
Muddle: To crush and mix fruit slices, sugar, mint, or other flavorings in beverages.
Muenster: An Alsacian cheese made with whole cow's milk, flavored with caraway and
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cumin.
Mung Bean: Small green bean.
Nasturtium: Edible flowers and leaves.
Nopalitas: Cooked, spiced cactus pads.
Nutmeg: A spice with a sweet, tangy flavor; oval seed of the nutmeg tree.
Okra: A long green vegetable pod.
Orzo: Small pasta shaped like barley.
Oxtail: Tail of beef.
Pan Broil: To cook in a moderately hot skillet with minimal oil and fat.
Pansotti: stuffed triangular shaped pasta.
Papaya: A melon like fruit.
Pappardele: Plain pasta, shaped in broad ribbons with fluted edges.
Paprika: A red powder seasoning.
Parboil: To partially precook in boiling liquid before adding to another dish.
Parmesan Cheese: A group of hard Italian cheeses made from cow's milk.
Pasilla Chili: Long dried black hot pepper with a raisin-like flavor. It is often ground and
used in Mexican sauces.
Pasta: Flour based mixture that is shaped and dried.
Pectin: A carbohydrate derived from fruits and vegetables.
Penne: pasta made by cutting short lengths of macaroni diagonally.
Perline: Very small balls of pasta.
Pesto: A variable mixture of pulverized garlic, basil, cheeses, and pine nuts in olive oil.
Phyllo: Layers of paper thin leaves of dough.
Picadillo: A mixture of spiced beef.
Picante: Flavored with hot peppers.
Pilaf: Seasoned rice served with meat or fish.
Poblano Pepper: Large, green, medium hot fresh chili pepper that resembles a long bell
pepper.
Porcini Mushrooms: Robust and full-flavored mushrooms with a bulbous brown cap and
thick stem. Available in dried form.
Port Salut: A French cheese.
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Pot Au Feu: Thick soup of simmered vegetables and beef.
Proscuitto: Salted Italian ham.
Puntine: Tiny pieces of pasta.
Puree: To process food through a food processor, or blender to a consistency of a fine
paste.
Quiche: Cheese, bacon, meat, or seafood baked in a pastry shell.
Rack: The section of meat which contains the ribs; A cut of lamb or veal from the rib
section.
Radicchio: Bitter salad lettuce usually with round leaves and deep red and white coloring,
Rapa: Turnip.
Red Miso: Strong-flavored paste made from fermented soybeans, barley and sea salt. It is
often used in hearty soups or grain dishes.
Rice Vinegar: Mellow-flavored vinegar made from rice wine. Clear and golden varieties
are more delicate than red and black varieties.
Sage: A strong, pungent herb with a warm, lemony flavor.
Sake: The traditional Japanese wine, made from white rice.
Sashimi: A Japanese specialty, (raw fish sliced thin)
Seitan: Meat substitute made from cooked wheat gluten. It is high in protein and has a
chewy texture.
Serrano Chili: A small, very hot chili pepper that ranges in color from green to yellow,
orange or red.
Sesame Oil: Dark colored oil with a rich sesame flavor. It is used in Asian stir fries.
Shallots: Small Bulb of the onion family that combines the flavors of onion and garlic.
Shitake Mushrooms: Large-capped, strongly-flavored mushrooms often used in Japanese
cooking. They are available both fresh and dried.
Siken Tofu: Soft, custard-like tofu available in soft, firm and extra-firm textures. Sold in
aseptic containers, it does not require refrigeration until opened.
Soy Bacon: Salty-tasting meat alternative made from soy protein and sold in fresh strips
or dried bits.
Soy Milk: Milky beverage made from ground and boiled soybeans.
Soy Parmesan: Dairy-free cheese alternative made from soybeans. It resembles dairy
HM112 Module 96
parmesan cheese and is available in natural food stores.
Spelt Flour: Gluten-free grain flour often used in baked goods.
Tahini: Smooth, nutty-flavored paste made from raw, ground sesame seeds.
Tamari: Dark, fermented soy sauce made without wheat. It is the by-product of making
mise.
Tarragon: Licorice flavored herb with a sweet yet pungent aroma. Excellent for flavoring
vinegars.
Tempura: In Japanese cooking, a method of deep frying foods coated in a light batter of
rice flour.
Tofu: Smooth, pressed, white soybean curd.
Tomatillos: Tart Mexican vegetable that looks like a small green tomato in a papery husk.
Trifle: A dessert made with wine or liqueur soaked sponge cake.
Tubettini: Small pasta.
Udon Noodles: Long, flat wheat noodles primarily used in Japanese cooking.
Umeboshi Vinegar: Salty vinegar in which umeboshi plums are pickled.
Veal: The meat of young beef.
Vermicelli: A thin spaghetti.
Vinaigrette: A dressing made with oil, vinegar, herbs and spices.
Watercress: Delicate, mild flavored salad green.
Wheat germ: Nucleus of the wheat kernel, high in fiber.
Whey: The liquid drained from the curd when making cheese.
Wienerschnitzel: A thin slice of tenderized veal, dipped in egg and quickly fried in butter.
Ziti: Large tubular pasta cut into segments.
HM112 Module 97
Self Check
A B
Answer Key
1. C
2. E
3. A
4. B
5. F
HM112 Module 98
Name: __________________________________ Section: ________
Date: _______________ Rating: ____________
Written Assessment
Answer Sheet
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HM112 Module 99
INFORMATION SHEET
Young, full bodied red wine Red meat, red meat dishes
Earthy red, full bodied red wine Soups with root vegetables and/or beef stock
Dry white wine or dry fortified wine Fish/shellfish/seafood, poultry, pork, veal
A B
A Canapé usually has five parts: Base, Spread, Topping, Garnish and Glaze.
The difference between a Canapé and an that a Canapé has several parts, whereas an hors
Hors d'oeuvre is d'oeuvre may have only one part.
Bread for Sandwiches should be stored in a dry store away from strong smelling foods.
Sandwich Fillings: Make sure all the portions are the same size.
Compound Butter means butter flavored with herbs, spices etc. It is used on
grills and canapés
Checkerboard Sandwich is made with white and brown bread to look like a
checkerboard.
To fold means to use a large spoon to lift ingredients off the bottom
of a bowl.
Pinwheel Sandwich is bread and filling rolled up, like a Swiss Roll.
Hot Canapés: Cheese & Spinach ricotta cheese, English spinach, egg, butter and filo
Triangle: pastry.
Hot Canapés: Savoury Shortpaste: plain flour, butter and iced water.
Hot Canapés: Mini Quiche Lorraine: onion brunoise, ham brunoise, egg, cream & cheddar
cheese.
Hot Canapés: Tomato, Olive, Goat's tomato cooked, kalamata olives, oregano, goat's
Cheese: cheese, olive oil.
Hot Canapés: Cheese Straws: puff pastry, parmesan cheese, cut into strips.
Hot Canapés: Canapé Diane: Dried bread, butter, chicken liver, bacon rashers,
toothpicks.
Hot Canapés: Frittata eggs, potato, basil, roasted capsicum & caramelized
onion.
Hot Canapés: Curry Puffs beef mince, potato, onion brun, garlic, ginger, curry
powder, coriander roots, chilli, oil, egg.
SALADS
A B
When you buy things for a salad you check for firmness, freshness and lack of insects.
should
Before storing lettuce in the fridge you wash it and dry it.
should
Vegetables, meats, seafood, nuts, are all suitable items for a salad.
seeds, pasta, herbs, spices, oils,
vinegars and others
Suitable leaf vegetables would be: iceberg, butter, coral, cos, lambs tongue, rocket,
mizuna, mignonette, red oak, witlof, radicchio
and cress endive.
Oils can be of three types: neutral flavored, strongly flavored and herb
infused oils.
Vinegars can be: red and white wine, herb infused, or rice vinegar.
Before buying you should check for blemishes, excess dirt and insects.
FIFO means first in, first out. That is, use your old stock first.
When preparing items for salad you use careful cuts of the correct size.
should
When preparing items for salad you should use contrast in color and texture.
Fish Salad includes: flaked fish, boiled egg, cucumber, lettuce and
vinaigrette
Hors D'Oeuvres
An hors d'oeuvre is intended to stimulate the appetite and set the tone for
the following courses.
Use small, simple, elegant garnishes, compatible with the food they are to
enhance.
Cold single portion starters could include oysters, smoked salmon, caviar
and crudités.
There are four varieties of sturgeon. Beluga, Osetrova, Sevruga and Volga.
Accompaniments to caviar would chopped boiled egg white & yolk, lemon
include: wedges, bilini & melba toast.
Make sure all fried foods are completely drained on paper towel before
placing on platters.
Single hot hors d'oeuvres would include: vol au vent, oysters mornay and ravioli.
Hot Cocktail Hors D'Oeuvres would such items as curry puffs, bouchees, dimsums
include and chicken winglets.
Self Check
A B
HM112 Module 107
1. carrot, turnip, beans, peas and mayonnaise. A. nicoise Salad
2. fish eggs (fish roe). B. russian Salad
3. bread and filling rolled up, like a Swiss Roll C. caviar
4. small bite sized pieces of food served hot or cold D. green Salad
5. lettuce leaves tossed with vinaigrette E. canapé
F. hors d’oeuvre
G. pinwheel
Answer Key
SUGGESTED ACTIVITIES
1. Visit at least five websites of famous restaurants here and in other country and
discuss new trends.
Example : http://www.euromonitor.com/Consumer_Foodservice
2. Organize a forum / invite expert to discuss matters regarding food and beverage
service.
3. List down and discuss new gadgets and equipment in food and beverage industry.
4. Present the new computerized order taking & restaurant reservation in the class.
5. Upselling techniques of selected restaurants
FEEDBACK TO TRAINEE:
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INFORMATION SHEET
When the body's immune system reacts abnormally to something a person eats or
drinks, it's known as a food allergy. According to Food Allergy Research and Education
(FARE), it’s estimated that 15 million Americans have food allergies. Children are more
likely to experience food allergies. Approximately 1 in every 13 children in the United
States lives with food allergies.
A food allergy may affect the skin, the gastrointestinal tract, or the respiratory or
cardiovascular systems. Many types of foods can be allergens, but certain foods are much
more likely than others to trigger an allergic reaction.
According to FARE, eight foods are responsible for 90 percent of food allergies.
They are:
• cow's milk
• eggs
• peanuts
• fish
• shellfish
• tree nuts (such as cashews or walnuts)
• wheat
• soy
Symptoms of food allergies may range from mild to severe and they may come on
suddenly or develop over several hours.
Because a person's immune system may react to a very small amount of the allergen, food
allergies are particularly dangerous and potentially life threatening, especially if breathing is
affected. Because of this, people with asthma are at an increased risk for a fatal allergic
reaction to food.
Milk Allergies
A milk allergy is a reaction to whey or casein, the proteins found in cow's milk. It’s not the
same as lactose intolerance. Milk allergies have been studied more than any other food
allergy.
The bad news is that children with milk allergies are much more likely to develop allergic
reactions to other foods including eggs, soy, and peanuts.
Most children with milk allergies also develop one or more other atopic diseases such as
asthma, allergic rhinitis, or eczema.
Egg Allergies
Egg allergies occur most often in children and usually resolve at a very young age.
However some people may remain allergic to eggs for their entire lives.
A person may be allergic to a certain protein in either the yolk or the egg whites. A person
HM112 Module 113
with an allergy to the egg yolk may be able to tolerate egg whites and vice versa. Some
people are allergic to both.
Peanut Allergies
Children with peanut allergies rarely grow out of their sensitivity to peanuts, so a
peanut allergy is usually a lifelong disorder. Because of this, peanut allergies are particularly
serious. Accidental exposure can occur at any time during a person's life. Though rare, a
peanut allergy may result in anaphylaxis. This is a severe allergic reaction that can restrict
breathing or cause cardiac arrest. Anaphylaxis requires immediate medical attention in the
form of a shot of epinephrine (EpiPen). A patient should be watched for several hours
after the shot to make sure symptoms don’t return.
Less is known about soy and wheat allergies than the more common allergies
discussed above. Likewise, little is known about fish, shellfish, and tree nut allergies except
that, like a peanut allergy, they are generally lifelong disorders.
Treatment Options
As with other types of allergies, avoidance is most often the best medicine. Anyone
with a food allergy should be careful when purchasing food at a supermarket or restaurant
to make sure there are no traces of the allergen in a food or meal. Milder symptoms may
not require any treatment at all, or a simple over-the-counter antihistamine may resolve the
symptoms. For more serious allergic reactions, a doctor may prescribe steroid medications.
Steroids may have serious side effects and shouldn't be used for more than a few days at a
time.
INFORMATION SHEET
Up-Selling Basics
In a restaurant, up-selling should be done with a little more finesse. The key to up-
selling is to do it in a way that the customer doesn’t know he or she is being sold
something. For example:
Server: “Would you care to start with an appetizer tonight? Our chef is running our
house favorite, a baked lobster dip with crostini.”
Customer: “That sounds good. What else is in it?”
Server: “It has a creamy alfredo sauce with roasted red peppers, artichoke hearts
and fresh lobster. I have one whenever I come in for dinner.”
Customer: “That sounds great! We’ll have one!”
The server didn’t wait to hear if the customer wanted an appetizer. Instead she just
went right ahead and told them about a popular special the kitchen was running.
Lets say the customer doesn’t like lobster. The server already has his attention and can
offer another appetizer instead. For example:
Customer: “No thanks. I’m allergic to seafood.”
Server: “The kitchen is also running a delicious tomato-basil bruschetta served with
seasoned olive oil and crusty French bread.”
Customer: “Hmmm, that sounds good. I’ll take one.”
The server is trained to automatically offer an appetizer to start the meal. However,
she knows better than to badger the customer. If the customer says they don’t want an
appetizer, she won’t stand there offering everything on menu, until they pick something.
She will move on to the entrée.
Up-selling the Entrée Let’s say the customer isn’t interested in an appetizer or a drink
special. He knows exactly what he wants. That doesn’t mean our server can’t still employ a
Up-Selling Dessert
Finally, the ultimate up-sell. Dessert. The best way to up-sell desserts is to give a
mouthwatering description.
Good Example: “Would you care for a slice of our homemade chocolate layer
cake. It is layered with a rich dark chocolate ganache and raspberry filling and served with
our signature chocolate velvet sauce.”
Bad Example: “Do you want some dessert.”
Offer dessert before the customer has a chance to think about it. Describe it, make the
customer want it. Make it sexy and tempting. Suggest a table split one or two desserts,
rather than trying to sell a separate dessert to each guest. And offer to follow up dessert
with a hot cup of coffee, perhaps a specialty coffee such as cappuccino or espresso. Or
maybe a nice after dinner drink, like port or cordial.
A good server can tack on extra ten dollars or more per person, just by up-selling dessert
and drinks, not only increasing the restaurant’s profits, but her tip as well.
Up-selling should be part of your employee training. All servers should know the basics of
up-selling, from offering top shelf liquor to knowing how to give a mouthwatering
description of menu items. Up-selling not only increases restaurant sales, it makes for
bigger tips for servers and it shows customers that your staff is knowledgeable as well as
friendly.
UNIT DESCRIPTOR : This unit deals with the knowledge and skills
required in the provision of food and beverage service to guests in various types of dining
venues and diverse styles of service. This unit focuses on the procedures in the delivery of
food and beverages to the guest as well as on the knowledge and skills that underpins the
efficient work performance in assisting the dining guest during and after the meal service.
ASSESSMENT CRITERIA:
LEARNING ACTIVITY:
Provide Wine Service Read the information sheet
LEARNING ACTIVITY
Perform the task of providing food and Refer to the job sheet
beverage service
Serving Order
Before serving the food, be sure that the necessary tool for eating the specific order is
already set on the table. Sometimes this tool can be brought to the table together with the
food. It is advisable to setup the table while the food is being prepared in the kitchen.
a. guest of honor,
b. female guests,
c. male guests,
d. hostess,
e. host.
1. Dishes can be presented to guests in the order of their seats, starting at the host's
right (guest of honor;
2. Dishes may be presented in order of seniority, starting with the most influential
and proceeding down to the least prominent guest.
3. The food service attendant should know the order of service ahead of time,
he/she should coordinate with the host.
4. In restaurants, most groups include neither guest of honor nor hosts, so the
meals will simply be served first to the women, then to the men.
In general, the diner is approached from the left for three purposes:
1. To present platters of food, from which the waiter will serve or the diner will
help herself/himself; this is used in Russian service.
2. To place side dishes such as vegetables or dinner rolls;
3. To clear the side dishes, those were placed from the left.
NOTE:
The reason most often given for this is most people are right handed. So, for
example, when a waiter must use his right hand to serve from a platter, it is least
intrusive if he stands to the left. This way, the platter can be held safely away from
the guest as the waiter leans forward (slightly) to reach her plate. And, in the case of
placing side dishes, it makes most sense to put them to the side which is less in
focus, leaving the right side free for the main dish.
1. These days it is nearly universal practice, even in very formal circumstances, for
food to arrive already arranged on the plate (Plated Service). Pre-plated
food (except for side dishes), as well as empty plates and clean utensils brought
in preparation for upcoming courses, are always placed from the guest's right
side. At the end of the course, these plates are also cleared from the right.
HM112 Module 121
Note: It is also approved by the social custom to serve all foods from
the left and beverages from the right. For the standard operating procedure
of the establishment, the management may choose one from the two approaches.
(see Arduser and Brown, The Waiter, Waitress and Wait staff Training
handbook, pp 66 -67).
2. Wine (and all beverages) are presented and poured from the right. This is a
logical approach, since glassware is set above and to the right of the guest's plate,
and trying to pour from the left would force the server to reach in front of the
diner.
Clearing Order
ALWAYS REMEMBER
1. Drinks should be served first. In serving drinks, a bar tray or round tray is used.
2. After order taking, be sure to set up utensils needed for the courses ordered before
serving them. Rectangular tray is used to serve foods.
3. Food orders are served in the following order:
a. beverage
HM112 Module 122
b. appetizer
c. soup (served with rolls)
d. salad
e. main course
f. dessert
g. after dinner drinks (coffee or tea)
INFORMATION SHEET
3. Make sure that water is refilled and give assistance to the waiting staff (waiter/waitress) if
necessary.
4. Spend most of the time in the kitchen, bring back and arrange utensils and plates in
order.
5. Receive and return dining room for each shift and keep the restaurant in a fresh and
orderly space.
LOADING TRAYS
Load food trays with the heaviest entrée nearest to your
body so that you can use your body in balancing the tray. Plates
that will be brought to the service area should never be stacked;
if needed use two trays.
1. Before leaving the kitchen, check to see that all food orders and necessary serving
tools for the course are on the tray.
2. Ensure that the tray is clean.
3. Load heavier items at the center of the tray.
4. When stacking dishes with
covers, do not stack more
than four high. Do not overload the tray.
5. In carrying a large tray, place it on a tray stand. Bend the
knees and pull the tray gently towards the shoulder.
SELF CHECK
Answer the following questions. Check you answers using the key on the next page.
• A person whose task is to transfer food from the kitchen going to the service areas.
waiter
busboy
host/hostess
supervisor
• What is the proper way of lifting the tray?
bend the body
bend the knees
pull towards the shoulder
ask assistance from colleagues
• How many piles of plates with cover are allowed to carry in a tray?
one
two
three
four
• What will you do to the cups and saucers before transferring it to the dishwashing
area?
remove the from the saucers
allow the cups over the saucers
bring them separately
place the cups upside down over the saucers
1. B
2. B
3. B
4. D
5. A
Service Station
DINING AREA
NON-SMOKING
KITCHEN
CASHIER BAR
Service Station
MAIN DINING
Service Station
ENTRANCE
1 oval tray
1 tray stand
4-6 dinner plates (should be fitted with the plate cover)
4-6 plate covers
Trainer name:
Date of assessment:
Time of assessment:
Given the necessary materials, tools and equipment, the trainee must be able to prepare
and lift the tray in 10 minutes.
INFORMATION SHEET
Crockery
CUTLERY
f. Fish fork
a. Teaspoon g. Fish knife
b. Soup spoon h. Dinner fork
i. Dinner knife
c. Bread and butter knife j. Steak knife
d. Salad fork
e. Salad knife
4 3 5 1 6 2 10 9 8 7
Answer Sheet
1. ________________ 18. ________________
2. ________________ 19. ________________
3. ________________ 20. ________________
4. ________________ 21. ________________
5. ________________ 22. ________________
6. ________________ 23. ________________
7. ________________ 24. ________________
9. ________________ 25. ________________
10. ________________
11. ________________
12. ________________
13. ________________
14. ________________
15. ________________
16. ________________
17. ________________
HM112 Module 134
INFORMATION SHEET
Cleaning
Storage
• CBD means you wash the cleanest -- e.g. the least dirty dishes -- before the dirtiest ones.
For example: always do the glassware first while the water is clean. That way you
will not get greasy smears on the glasses.
• SBL is aimed at making stacking easier. Place all the small items underneath and the large
items stacked on top. Place everything upside down to aid draining.
Use water that is as hot as you can stand; it makes cleaning easier and draining
quicker. Dishes with baked-on stains should be pre-soaked if possible.
Plastic Dishpan: A square, round or rectangular dishpan is helpful when a double sink
is not available. Choose a size that leaves part of a single sink accessible for scraping or
pre-rinsing dishes. A dishpan can be emptied and refilled quickly with hot water and
detergent as needed. It has a softer surface than a sink, and breakage is less likely.
Rubber Mat: When washing directly in a sink, a mat helps cushion the bottom and
reduces breakage.
Drain Rack: Made of plastic-coated wire, formed plastic or, occasionally, wood, racks
are almost essential for draining rinsed dishes. With a drain tray under the rack to catch
rinse water, dishes can be rinsed right in the rack with extra-hot water from a spray hose,
pitcher or pan. When there's a second sink large enough to hold a drain rack, no drain
tray is necessary except perhaps for pans and other utensils. After a hot rinse, most dishes
will air dry without wiping, saving a step. Cups, bowls, mugs and glasses need to be rinsed
inside by immersion or under running water, then racked upside down for final rinsing.
Scrapers: A flexible plastic or rubber scraper can be used to quickly remove loose food
soils from plates, casseroles and pans. Careful scraping largely eliminates any pre-rinsing
of dishes.
Rubber Gloves: Gloves are helpful for hands sensitive to hot water, to minimize
fingernail damage when scrubbing, and to give a better grip when washing breakable
pieces.
Dishcloths, Sponges, Dishmops: These provide the basic washing action as each
item is wiped clean with the detergent solution, all sides, inside and out. Each type has its
advantages, but they all do the job.
Dishtowels: In addition to the traditional cotton towel, nonwoven fiber cloths and even
paper towels can be used to dry dishes, glassware, flatware and pans that are not air
dried. Avoid a lint-shedding material.
GETTING ORGANIZED
Clear a space on the counter next to the sink to stock scraped and/or pre-rinsed dishes.
Flatware can be soaked briefly in a detergent solution. If any pots, pans or bakeware have
been soaking in the sink during the meal, wash them first. Drain this soiled water away
and use clean, hot water and detergent for the table service items and any remaining
cookware.
Dirty dishes can be stacked on trays, then moved to the sink area as space becomes
available. In most kitchens, it's helpful to place the drain rack on the side of the sink that
is nearer dish storage; stack dirty dishes on the opposite side.
Soaking
Wipe off any leftover food and grease from dishes and cookware using a rubber spatula or
HM112 Module 137
paper towels. Never pour grease down the drain; this can cause the drain to clog.
Soak dishes with greasy soils or stubborn baked-on or burned-on foods. To do this, add
liquid hand dishwashing detergent or baking soda to the soiled utensils, then fill with hot
water. If there are a number of items that need soaking, use a dishpan. Soak about 15 to
30 minutes or during the meal. Then drain the water and wash the dishes and cookware.
Some automatic dishwasher detergents may be appropriate for soaking burned-on foods.
Be sure to check the label first.
First fill the dishpan or sink with water as hot as can be comfortably used, and add
enough detergent as the water is running to produce a thick, rich layer of suds. Read the
label for the right amount. If rinsing in a separate sink or dishpan, fill it with very hot
water.
Washing: Using clean hot water and detergent, start with the lightly soiled items,
generally glassware and flatware, followed by plates of various sizes, serving dishes, and
finally any remaining cookware not previously washed. Change the dishwashing solution
if it becomes greasy, too cool, or the suds disappear. Otherwise, film and soil will not be
completely removed.
Handle kitchen knives carefully by their handles; don't pile them into the sink or dishpan,
but wash them one by one and rack them with handles up.
There are several ways to wash dishes. Some people prefer to lift each piece out of the
suds to wipe it with cloth or sponge, others like to keep dishes beneath the suds surface so
soil floats away. Some stack dishes in the sink or dishpan, others like to take each piece
from the counter, wash it and take another.
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Rinsing: The hotter the rinse water, the faster dishes will air dry. After racking dishes,
pour or spray hot water over them if they haven't been dipped in a rinsing sink or pan.
Rinse inside cups, bowls and glassware.
Drying: Air drying is easier than towel drying, and may be more sanitary than drying
with a soiled towel. However, wiping with a clean towel is particularly useful when
glassware or flatware is spotted or filmed. Buffing silverware with a soft, clean, lint-free
cloth actually improves its patina. Paper towels are handy for wiping pots and pans,
especially any that may leave traces of grease or discoloration on a cloth towel.
1. When scraping dishes, put food scraps into a plastic bag, garbage disposal, in the
sink or directly into a kitchen waste can lined with a bag. Very wet garbage can be
drained first in a colander set in the sink, then discarded into a garbage can. Use
an empty food can to collect excess grease, pan drippings, or any kind of wet
waste.
2. Do not soak cast iron utensils. To retain their "seasoning" and discourage rusting,
wash in hot water using a sponge or cloth. Scour stubborn stains with a steel wool
soap pad rather than soaking in detergent which removes the built-up fat that
seasons the utensil. Rub vegetable oil on any scoured areas to re-season. Dry pans
briefly over heat on the range to prevent rusting from moisture.
3. Do not soak aluminum utensils for excessive periods of time, as exposure to water
can cause aluminum to darken .
4. Change the dishwashing solution and rinse water when they cool down or before
they become noticeably greasy.
5. Clean greasy pan bottoms as well as the insides. If a grease film remains, the
bottom will blacken when the pan is used again.
6. Nonstick finishes on pans need a thorough cleaning to retain nonstick
performance. Use a plastic mesh scouring pad designed for cleaning nonstick
surfaces or a "light duty" plastic-coated sponge, or sprinkle baking soda on the
HM112 Module 139
bottom of the pan. Use plenty of hot water and detergent to remove any greasy
film.
7. Oven-glass casseroles and dishes can show cloudy areas even when clean. This is
usually a food film of protein origin (milk, cheese, egg, meat juice). Rubbing with a
sponge or cloth and white vinegar will usually remove the film.
8. Careful dishpan practices can help home sanitation, and clean dishes are seldom
the carriers of disease organisms do follow doctor's advice. A 5-minute soak (after
washing) in a solution of 1 tablespoon (15 ml) liquid household (sodium
hypochlorite) bleach to 1 gallon (3.8 L) of water should kill household germs. This
method is not recommended for silver flatware which may tarnish.
ACTIVITY
Using the menu listed below set up the table and serve the guest. After serving the
guest, present the bill and reset the table for the next guest.
Beverages : Coffee
Wine
Water
Trainee’s name:
Trainer’s name:
Date of assessment:
Time of assessment:
Given the necessary materials, tools and equipment, the trainee must be able to provide food and beverage
service to guest.
After the operation, service equipment has to be in proper place. In arranging them, the
following points will be helpful:
1. Keep similar items together like table numbers, menus, salt and pepper shakers,
and sugar bowl and creamer jug.
2. Place all soiled linen according to their uses, napkin, table cloth and service cloths
for instance.
3. Empty ashtray for washing
4. Scrape off food particles, sort and throw away other rubbish before leaving items at
the washing area to avoid damage to waste disposal machine in case cutlery or
paper are mixed with the rubbish.
5. Put saucers and plates in their own neat piles. Cups should be put together.
6. Wipe jars and other bottles or containers of condiments
7. Return bread rolls to the kitchen. Keep it covered to avoid flies and other insects.
Other equipment
1. Turn off cupboards, plate warmers, hot plates, refrigerated units, drinks chillers and
urns when not in use.
2. Wipe down surfaces and wash out food containers.
3. Leave hot equipment to cool before cleaning.
4. Wipe down trolleys.
5. Keep unused cutlery or tools on the store room or side station.
6. Sanitize tables and chairs then reset the table. In some restaurant, after cleaning the
tables, they usually set them up for the next day operation. Follow your
establishment’s procedure.
7. Sanitize waiter’s station.
OBJECTIVES: The trainee will perform the activity, using the tools,
materials and equipment provided below following
the prescribed procedures of service.
Procedures:
Performace Criteria
LOST TOOLS/ITEMS
Lost items and tools have to be reported to the immediate superior. Accomplish a form for
lost item.
LOGBOOK
A summary of the operation has to be accomplished after each day’s operation. A normal
report includes: date, reporting time (if per shift schedule), staff on duty, staff off duty,
summary of the operation (usually includes unusual events happened and the course of
action taken), sometimes includes the daily sales or number of guests served, time ended
and the signature of the person who made the report
The logbook will be submitted to the Manager’s office for checking. At the start of the
operation, the logbook will be viewed by the manager to check the previous operation.
Sample format of a daily operation report: (Water Hazard Bar Lounge, Warren Golf &
Country Club, Singapore)
Date: _________________________
Time: _________________________
Staff on Duty:
1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________
Sales Report:
Food S$ _____________
Beverage _____________
Room Rentals _____________
Others _____________
___________________________________________
Name of the Person who made the report and signature
Date: _________________________
Time: _________________________
Staff on Duty:
1. ______________________________________
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2. ______________________________________
3. ______________________________________
5. ______________________________________
A. Match the cutlery names on the right to the correct shadow of the item
of cutlery on the left.
1. A. Oyster Fork
2. B. Butter Knife
3. C. Cocktail Fork
4. D. Tea Spoon
5. E. Dinner Knife
6. F. Coffee Spoon
7. G. Soup Spoon
8. H. Dinner Fork
I. Fish Knife
9.
J. Dessert Fork
10.
F. 8” – 8.5” diameter
ANSWERS TO SELF-CHECK
ANSWER
A. ANSWER
1. E
2. H B.
3. L
4. J 1. D
5. I
6. K 2. F
7. C
8. A 3. A
9. M
10. G 4. E
11. D
12. F 5. C
13. B
1. The main features of a table d'hôte menu are? (d. Extensive list of dishes - set
price)
1. BUSBOY - refers to the dining room helper and runner, title given to a Food
and Beverage Service Attendant, National Certificate I
2. BUSSED OUT - taking out soiled plates/dishes from the dining area to
dishwashing area
4. COMMIS - refers to the category according to the extent of difficulty and complexity
of skills and knowledge required for the job.
5. DISH OUT - food taken from the kitchen to the dining area
10. MENU - a list in specific order of the dishes to be served at a given meal
12. PRE-DINNER - short mixed drinks that are basically dry in taste and are usually
served before a meal to wet the appetite
16. HOLLOWWARE – consists of any item made from silver e.g. teapots, milk jugs,
sugar, basins, oval flats
17. SILVERWARE - tableware made of solid silver, silver gilt or silver metal. Silver
plate made from single strip of plated metal
28. TABLE NAPKIN - an individual piece of linen which is used to protect the clothing
or wipe the mouth during a meal.
Other Terms Used :
A. Captain Waiter – Chef de Etage
B. Chef – a person who prepares food as an occupation in restaurant, private house,
hotel
C. Dining Room Attendant – Commis de Rang (busboy)
D. Director of Service – Chef de Service
E. Head Waiter – Chef de Salle
F. Waiter – Chef de Rang/Demi Chef de Rang
G. Wine Steward – Chef de Vin/Chef Sommelier
ASSESSMENT CRITERIA:
1.1 Telephone call is answered promptly and courteously in accordance with customer
service standards.
1.2 Guests’ name is checked and used throughout the interaction
1.3 Details of orders are clarified, repeated and checked with guests for accuracy
1.4 Suggestive selling techniques are used.
1.5 Guests are advised of approximate time of delivery
1.6 Relevant information are recorded and checked in accordance with
establishment policy and procedures
1.7 Room service orders received from doorknob dockets are interpreted accurately.
Orders are promptly transferred and relayed to appropriate location for preparation.
2.1 Room service equipment and supplies are prepared in accordance with
establishment procedures.
2.2 Proper room service equipment and supplies are selected and checked for
cleanliness and condition.
2.3 Trays and trolleys are set up keeping in mind balance, safety and attractiveness.
2.4 Room service trays or trolleys are set up according to the food and
beverage ordered
2.5 Orders are checked before leaving the kitchen for delivery.
2.6 Food items are covered during transportation to the room.
Food orders are delivered on the time desired by the guest.
3.1 The guest’s name is verified on the bill before announcing the staff’s presence
outside the door.
3.2 Guests are greeted politely in accordance with the with establishment’s service
procedures.
3.3 Guests are asked where they want the tray or trolley positioned.
Service is fast and discrete
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4.1 Guests’ accounts are checked for accuracy and presented in accordance with
establishment procedures
4.2 Cash payments are acknowledged and then presented to the cashier for processing
in accordance with establishment guidelines
For charge accounts, guests are asked to sign the bills.
5.1 Procedure to take away the tray or trolley when the guests have finished their meal is
explained.
5.2 Floors are checked and cleared in accordance with establishment policy and
guidelines.
5.3 Dirty trays are cleared in accordance with the establishment’s procedure.
Trays and trolleys are cleaned and returned to the room service area.
LEARNING EXPERIENCES
LEARNING ACTIVITY
Familiarize in the different room service Refer to the information sheet.
tools and equipment
LEARNING ACTIVITY
LEARNING ACTIVITY
Prepare mise en place for room service. Allocate time and give specific instruction on
Given the preferred menu by the guest, set how to assemble orders on the tray or trolley
up the mise en place.
Allocate time and give specific instruction on
LEARNING ACTIVITY how to deliver the food service tray or trolley
to the guest room.
Room service trolley is use to deliver large orders to the guest room.
Bar tray or beverage tray is use to deliver beverage orders to the guest room.
Coffee/Tea pot
Plate Cover
Chinaware
Glass ware
Cutlery
In taking guest orders through telephone basic rules should be applied strictly. Telephone
call should be answered immediately, ideally after two rings. A pleasant greeting is expected
especially in the morning to brighten up the guest’s atmosphere.
ACTIVITY NUMBER : Familiarize with the different room service tools and
equipment.
Date: _________________
1 breakfast plate
1 warm cup
1 cup and saucer
1 spoon for the jam or marmalade
1 glass for ice water (filled ¾ to avoid spills)
1 salt and pepper
1 coffee, sugar and cream
1 napkin
1 dessert plate
Plate cover
Continental breakfast usually consists of coffee, butter, bread and rolls and jam.
EQUIPMENT, Accomplished order pad/slip, ball pen, bill and bill tray/folder,
TOOLS AND room service control sheet, cutleries, chinaware, glassware,
MATERIALS: linen, flower vase, tray or trolley
Using a tray
Using a trolley
STEP 4. Once inside the room, leave the door opened unless
HM112 Module 172
the guest tells you to close it.
Ask the guest if you should leave the orders on the trolley or to
be arranged on the table. (Mr.
Carlisle would you like me to
set up your food on the table or
I will just leave it on the
trolley?)
STEP 7. Ask the guest when you would come back to clear the
soiled dishes. “Mr. Carlisle, when do you want me to come
back to collect the soiled dishes?”
STEP 8. Wish the guest with an enjoying meal “Thank you for
calling room service department Mr. Carlisle, enjoy your meal!
Please don’t hesitate to inform us if you need anything”.
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STEP 9. Thank the guest and bid goodbye. You may say:
“Have a pleasant stay in our hotel!”
PRECAUTIONS: Double check the guest name and room number and
orders before the delivery.
ACTIVITY NUMBER
Delivering order to the guest room
TASK Satisfactory Not Satisfactory
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
ACTIVITY NUMBER
Clearing the guestroom
ANSWER KEY
1. D
2. C
3. C
4. C
5. C
Procedures:
ACTIVITY NUMBER
Perform the task “Providing Room Service”
INTRODUCTION : This unit deals with the knowledge and skills required
in receiving and handling guest complaints.
ASSESSMENT CRITERIA:
1. The entire story or issue of concern is obtained from the guest without
interruption.
2. Details of the guest complaint or concern are noted.
3. Full attention is given to the complaining guest.
4. Guest complaint is paraphrased to determine if the concern is correctly
understood.
5. Sincere apology is offered for the disservice.
6. Empathy is shown to the guest to show genuine concern and consideration.
7. Excuses or blaming others are avoided.
8. Gratitude is expressed to the guest for bringing the matter up for attention.
9. Appropriate action is taken regarding guest’s concerns
10. The right person or department who can solve the problem is informed for
proper action.
11. Difficult situations or serious concerns are elevated or referred to higher
authority.
12. Follow up on the problem to check whether it solved or not.
13. Complaints are documented according to the establishment standard procedures.
14. Persons concerned are recognized and actions taken are recorded.
15. Feedback received from guests is logged and collated.
INFORMATION SHEET
Listen- Listen to what the customer has to say. Even if you can’t solve the problem, you
still need to listen. For example, perhaps a customer is displeased because there is waiting
line. Well, there isn’t much you can do about it, except let them vent.
Body Language- The way you stand and look at a customer can speak more than words.
Maintain eye contact and don’t cross your arms over your chest, if you are feeling
defensive.
Avoid the urge to roll your eyes, if you are feeling exasperated. Instead, nod and smile, no
matter how irritated you may feel. This shows you value their opinion and their business.
Apologize- Remember that customer who was so upset over the long waiting line? Offer
an apology. “I understand that you are not happy about the wait, sir, but we are working as
fast as we can to get you a table. We really appreciate your patience and willingness to wait.
Perhaps you would like to have a drink at the bar until your table is ready.” You
demonstrate that you completely understand their frustration and are working diligently on
a solution.
Freebies- If a customer has problem that could have been prevented, such as an
overcooked steak or a snippy server, then the best route to take is to apologize and an offer
them some sort of compensation. Here are some quick freebies that you can give
customers that won’t cost you much money, but will go a long way to assure future
business:
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• Free round of drinks
• Free dessert
• Gift certificate for a future visit
• Merchandise, such as a beer glass or t-shirt
• Take a certain percent off their meal
Occasionally you will have a truly angry customer (perhaps justified, perhaps not) who
declares “I’m never coming back!” Well, if that is the case there probably isn’t any freebies
you can offer to change their mind. Calmly assure the customer you understand their
frustration, and offer an apology (again) and let them know if they change their mind you
would love to see them again. By sending them off on a courteous note, there is a very
good chance, once their anger has cooled, they will try your restaurant again.
Read more about training your restaurant staff to effectively handle customer complaints.
INFORMATION SHEET
The first step in great customer service is your restaurant staff. A well trained front
of house staff will keep customers happy and coming back for more. Not just anyone can
wait tables or tend bar. Good wait staff are among the most talented people out there. They
are friendly, but not annoying. They can multitask, but still give customers their undivided
attention.
2. Customer Complaints
The next step in great customer service is how you handle customer complaints.
No matter how hard you try, things are bound to go wrong once in a while. Food gets
burned, orders get forgotten in the middle of a dinner rush, or new servers simply forget all
4. Be Responsible.
Responsibly serving liquor is probably the biggest way to show customers you value
them. After all, you don’t want to see a patron who’s had too much to drink get behind the
wheel of a car and hurt himself or someone else. Therefore, if you are planning on serving
liquor at your new restaurant, than you should be familiar with all your state liquor laws.
While liquor laws vary from state to state, in most cases if a person is involved in an
accident while drunk you, as the owner of the establishment that served them, may be held
liable as well. It is also important that your wait staff understand how to identify a person
who is intoxicated, so they don’t serve (or continue to serve) them. Occasionally you may
have to deal with a patron who’s more than a little tipsy. Read on about how to deal with
drunk customers.
INFORMATION SHEET
• STOP serving them immediately. If the customer has wandered in from another
bar or restaurant, you can refuse to serve them. They may claim you’re acting
illegal, but your not. You are acting responsible.
• Offer the customer some coffee and some food, as an alternative to a drink.
• Call a cab or another ride home for the customer. Do not let them drive!
Instruction: Read the story below and answer the questions at the end.
A WAITER'S NIGHTMARE
I had a group of six who had been drinking before they got to us. They were
greeted and seated and menus handed to each of them. A colleague, who had teamed up
with me for the evening, brought one order of bar-drinks to them.
I took their dinner and wine order at the same time. They ordered a bottle of Free
mark Abbey Merlot and I served the wine. None in the group wanted an appetizer or salad
as such. All they ordered was one course. They told me several times "We aren't hungry;
we have been snacking all day!" This did not bother me. I get this, on and off, that people
come in for an appetizer only, or dessert and occasionally just for drinks.
I posted their order on the pick-up-wheel in the kitchen and took care of my other
tables. Within twenty minutes their food-order was prepared and I served it. There were:
An angel hair pasta with pesto sauce, a Caesar salad, a duck salad, a cup of asparagus soup,
a shrimp cocktail and a regular tossed salad.
One of the customers ordered more wine and a round of cocktails at the same
time. I checked with these guests twice as they were eating their meal. This was nothing else
but the normal routine, to see if everything was right and according to their wishes. They
seemed to be happy with their food.
However, then, as I walked by again, one guest grabbed my arm and got all my
attention. For two reasons: One, I was carrying a tray filled with food for another table,
which I nearly dropped; Two, he didn't let go till I told him to take his hands of me. It was
the fellow who had had the duck salad.
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He did not apologize for his rude behavior but pointed at a single little piece of
meat left on his plate. "This is no duck! That's beef!" He argued.
"This has to be a joke." I thought and, "His timing is certainly off!" But he was
serious. He was persistent and repeated the question "How come, you pass beef of as
duck?" several times in a loud voice, which drew the attention of all the surrounding tables.
I gathered "This is no joking matter anymore." I tried to get out of the by the guest
anticipated argument. Whether this tiny piece of meat came from one two legged or a four
hoofed farm animal did not even matter to me right then. What mattered was, that I did
not want to get into any argument. I said therefore, "Let me take this back to the kitchen
and check with the chef." So I did.
The talk in the kitchen was one-sided. The chef thought I was trying to pull his leg.
He told me "I do not think it is funny!" When he realized that I indeed had a guest who
insisted that the meat used in the duck salad, was beef and not duck, our chef lost his even
temper. To escape harms way and flying frying pans. I decided at once to leave the kitchen
and the infallibly all mighty chef.
At the complaining guest's table I translated the chef's words into: "I'm sorry to hear
you are unhappy. Still, the salad must have tasted good. You did eat it, all of it but one
little scrap. I checked with the chef and let me assure you we don't use substitutes. Our
duck salad is made with duck breast."
"Don't give me this b.s., that was beef and I want to know why there is beef in the
duck salad?" The customer was stubborn. To resolve the problem, which was not the salad
anymore, but to have to argue with a guest, I went one step further. "Sir if I take this salad
off your check, will this satisfy you?" I thought I heard a "Yes!"
I thought it was handled correctly. And therefore I was under the impression that
there would be no further problems with this table. The guests sounded happy, making
jokes and laughing. I was getting busy with other tables. Less than half an hour after I had
successfully solved the duck salad problem, at least so I thought, they called me over to
their table.
Now the same fellow who had the duck salad earlier started over again with his
earlier question: "Why did you put beef into my duck salad?" Politely I reminded the guest
that I thought we settled this. He did not want to listen. Nevertheless, he kept on telling me
and everybody who wanted to hear it all sorts of things. None had anything to do with me
or the restaurant. I noticed this fellow had enough to drink.
A short while later, a certain customer walked up to the bar, where the chef was
talking to the bartender. The drunk fellow did not wait but butted into the conversation.
He told the bartender to give him a drink. Then looking at the chef said, "So you are the
cook who replaced the duck with beef in my salad?" The chef was speechless first. After the
guest added, "Aren't you or who did it?" the chef was trying to defend himself. The
bartender was on the chef's side. And the guest who was feeling no pain was enjoying his
position accusing both of conspiring against him. I heard them arguing. It would have been
funny, but it was not the way the guest relationship in a fine restaurant should be. The
bartender told me to put another drink onto the guest's bill. So I advised him, "This
gentleman behaves like he had had enough to drink!"
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I barely finished saying, what I was saying. The bartender, with a smooth backhand,
swiped the guest's glass from right in front of him. The guest looked angry at me. However,
without argument he followed my suggestion "Sir! Kindly go back to your table to your
group of people! You had enough to drink! I am sorry but we are not going to serve you
any more alcohol tonight."
The group was leaving. Five of the six were leaving. The bartender had gone to the
bathroom and returning to his bar found my guest behind his bar. Our bartender called me
to witness the situation. He was ready to get his hands on this s.o.b. and he expressed, "It
will be my pleasure to eighty-six this fellow from behind my bar!"
I cautioned the bartender not to overreact and asked him to let me deal with the
situation. With an angry voice I told my guest off: "Sir! I want you to leave this
establishment right now!"
"I want you out of this door and don't come back until you are sober!" I saw him
hesitating, so added: "If you don't go right now. I shall call the police to remove you from
our restaurant!" He looked in my direction. His face reflected surprise, recognition, and
suddenly enlightenment changed his facial impression. I knew he understood now. He
headed from behind the bar straight for the front door and out the same. He was in a great
hurry.
I knew I had handled the situation the right way. This customer, who had
interrupted the steady flow of the night's business, finally had decided to leave at once. He
had taken my advice and listened to me, so I thought. Until I turned around and saw a
smiling bartender reading the autographs on his baseball bat.
After reading the story about the waiter’s nightmare, analyze the positive and negative traits
showed by the food and beverage service attendant. Your trainer will instruct you to narrate
the story and he will ask for some explanations pertaining to the waiter’s performance.
1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________
5. ______________________________________
1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________
5. ______________________________________
______________________________________
______________________________________
2. ______________________________________
______________________________________
______________________________________
3. ______________________________________
______________________________________
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When the body's immune system reacts abnormally to something a person eats or
drinks, it's known as a food allergy. According to Food Allergy Research and Education
(FARE), it’s estimated that 15 million Americans have food allergies. Children are more
likely to experience food allergies. Approximately 1 in every 13 children in the United
States lives with food allergies.
A food allergy may affect the skin, the gastrointestinal tract, or the respiratory or
cardiovascular systems. Many types of foods can be allergens, but certain foods are much
more likely than others to trigger an allergic reaction.
According to FARE, eight foods are responsible for 90 percent of food allergies.
They are:
• cow's milk
• eggs
• peanuts
• fish
• shellfish
• tree nuts (such as cashews or walnuts)
• wheat
• soy
Symptoms of food allergies may range from mild to severe and they may come on
suddenly or develop over several hours.
Because a person's immune system may react to a very small amount of the allergen, food
allergies are particularly dangerous and potentially life threatening, especially if breathing is
Milk Allergies
A milk allergy is a reaction to whey or casein, the proteins found in cow's milk. It’s
not the same as lactose intolerance. Milk allergies have been studied more than any other
food allergy.
The bad news is that children with milk allergies are much more likely to develop
allergic reactions to other foods including eggs, soy, and peanuts.
Most children with milk allergies also develop one or more other atopic diseases such as
asthma, allergic rhinitis, or eczema.
Egg Allergies
Egg allergies occur most often in children and usually resolve at a very young age.
HM112 Module 197
However some people may remain allergic to eggs for their entire lives.
A person may be allergic to a certain protein in either the yolk or the egg whites. A person
with an allergy to the egg yolk may be able to tolerate egg whites and vice versa. Some
people are allergic to both.
Peanut Allergies
Children with peanut allergies rarely grow out of their sensitivity to peanuts, so a
peanut allergy is usually a lifelong disorder. Because of this, peanut allergies are particularly
serious. Accidental exposure can occur at any time during a person's life. Though rare, a
peanut allergy may result in anaphylaxis. This is a severe allergic reaction that can restrict
breathing or cause cardiac arrest. Anaphylaxis requires immediate medical attention in the
form of a shot of epinephrine (EpiPen). A patient should be watched for several hours
after the shot to make sure symptoms don’t return.
Less is known about soy and wheat allergies than the more common allergies
discussed above. Likewise, little is known about fish, shellfish, and tree nut allergies except
that, like a peanut allergy, they are generally lifelong disorders.
Treatment Options
As with other types of allergies, avoidance is most often the best medicine. Anyone
with a food allergy should be careful when purchasing food at a supermarket or restaurant
to make sure there are no traces of the allergen in a food or meal. Milder symptoms may
not require any treatment at all, or a simple over-the-counter antihistamine may resolve the
symptoms. For more serious allergic reactions, a doctor may prescribe steroid medications.
Steroids may have serious side effects and shouldn't be used for more than a few days at a
time.
HM112 Module 198
Retrieved from http://www.healthline.com/health/allergies/common-food-
allergies#Overview1 on May 26, 2015 (Written by Michael Kerr | Published on November 26, 2014
Medically Reviewed by George Krucik, MD, MBA on November 26, 2014 )
ACKNOWLEDGEMENTS
Matabungkay Beach Resort and Hotel, Mr. Westin & Mr. Tobler – Philippines
Warren Golf and Country Club, Mr. Robert Tan, F&B Manager– Choa CHu Kang Way,
Singapore
Photographic locations