FOOD AND BEVERAGE SERVICES NCII Bus Boy Servicing

MODULE 1
Lesson 1: Introduction to Food and Beverage Service

Session Objectives
At the end of this session, you will be able to:
 To familiarize with the Food and Beverage Service (FBS) Organizational Chart.
 To identify the duties and responsibilities of FBS personnel and the basic function of a waiter as well as the specific
duties.

Introduction

In this lesson, you will be able to become familiar with the organizational chart of the Food and
Beverage Service Department. It is essential for food service personnel so that you will know who are
your colleagues and can build rapport and good working relationship with them. You will also be able to
learn about the duties and responsibilities of FBS personnel and the basic function of a waiter as well as
its specific duties.

Organizational Chart

Restaurant Managers
Specific Duties:
 Develops & monitors operating budgets;
 Contact for ads/marketing activities, insurance, attorney, banker, and accountant;
 Supervises, schedules, and trains F&B Controller;
 Provides info for payroll, tax, and financial statement. Designs cash security & disbursement
systems;
 Reviews reports, solves problems;
 Meets with clients; plans and prices events;
 Revenue collection;
 Consults with Chef, Supervisors and Staff.

Line vs. Staff

Line Managers
Have authority within or over one or more revenue-generating departments that directly
provide goods or services to guests.

Staff Managers
Provide support and advice to line managers.
 No direct impact on bringing revenue
 Technical specialists
 HR manager
 Controller
 Purchasing
 Others

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Typical Production Positions

Chefs-executive, sous (assistant), garde-manger, banquet

 Managerial & Production Duties

 Plan menu
 Recipe standardization
 Overall food quality
 Food purchase specification
 Prepare daily entrees
 Plan and oversee special events
 Develop procedures for food production

Cooks-soup, sauce, fish, roast, pastry

Assistant:

 Bakers-head bakers, assistant bakers, pastry Chefs

 Pantry (Cold Food) staff
 Stewards-chief stewards, porters, dishwashing employees
 Storeroom and receiving employees

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Responsibilities of the Food and Beverage Service Department

1. The delivery of food and beverage service to guests in all its outlets, guestrooms, function rooms
and outside catering in accordance with prescribed standards;
2. Maintaining the goodwill of patrons and guests through effective guests relations, proper
handling of guests complaints, inquires and requests;
3. Ensuring the attainment of sales forecast through the administration of promotional strategies
and suggestive selling techniques;
4. Ensuring the consistent implementation of the company’s internal control program which
include budget control, cost control, quality assurance and other related areas;
5. Preparing drink and wine list;
6. Coordinating with the kitchen and other departments on matters pertaining to food preparation
and service.

Basic Function of a Waiter

Takes and serves food and beverage order according to prescribe standard of service.

Specific Duties:
1. Looks after the necessary preparations before the start of the operation;
a. Wipes/prepares the necessary containers, mis-en-place, napkins, tray, cutleries, and other
supplies.
b. Refills salt and pepper shakers and other condiments;
c. Checks and re-stocks service station and sees to it that the par stack is maintained;
d. Sets up the table and installs required facilities;
2. Studies the menu and familiarizes him with the outlet’s specialties as well as out of stock items and
undertakes suggestive selling;
3. Takes and serves food and beverage orders;
4. Place orders to the kitchen and picks up orders (in the absence of busboy);
a. Assist in welcoming and sitting guests;
b. Presents guest/s checks, receives payment and remits the same to the cashier;
c. Attends to guest’s inquiries, requests and complaints;
d. Clears table of soiled dishes, dirt and trash(in the absence of a busboy);
e. Performs side duties and other assignments given by his superior.

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FOOD AND BEVERAGE SERVICES NCII Bus Boy Servicing

Lesson2: Flow of Service from Dining Room to Kitchen

The Workflow from the Dining room to kitchen

As a food and beverage service personnel, you have to follow the flow of service from dining
room to kitchen to ensure the smooth flow of work and to be able to provide the best service to your
guests.

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FOOD AND BEVERAGE SERVICES NCII Bus Boy Servicing

MODULE 2
Lesson1: Identifying dining tools and equipment

Session Objective
At the end of this session, you will be able to:
 To be able to classify the different dining tools and equipment

Introduction

In this session, you will learn the different dining tools and equipment. You will know all the
equipment used by waiters commonly found in restaurants, and other food industry. Remember,
though, that there is a great variety of possible styles so that the photos are only representative of
examples of particular pieces of equipment: other styles may be equally common and valid.

Dining tools and equipment

Service equipments are the tools and equipments that are use in food and beverage service, it
may include glass wares, flat wares, and hollow ware and China wares.

Glass wares

The glass wares are use for serving beverages. They are categorized as stem glass, tumblers and
footed glass. Stem glass are the water goblets, red and white wine glasses and other cocktail glasses, the
tumblers includes soda, highball or juice glass, pilsner and other flat-based glasses. The footed glasses
are glasses with small stem base. Examples of these are brandy snifter, sherbet glass and Irish coffee
glasses.

1. White wine glass 5. Sherry Glass

2. Red wine glass 6. Sherbet Glass
3. Water goblet 7. Highball glass
4. Champagne flute 8. Pilsner

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9. Brandy snifter 12. Irish coffee glass

10. Martini glass 13. Poco grande glass
11. Margarita glass 14. Shot glass

Flat wares

6. Soup Spoon
7. Parfait Spoon
8. Demitasse Spoon
9. Teaspoon
1. Serving Spoons
10. Melon Spoon
2. Soup Ladle
3. Sauce Ladle
4. Table Spoon
5. Dessert Spoon

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1. Escargot fork
2. Cocktail fork
3. Cocktail fork
4. Dessert fork
5. Fish fork
6. Salad fork
7. Dinner fork
8. Serving fork

1. Cake Server
2. Dinner knife
3. Salad knife
4. Fish knife
5. Butter spreader

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China wares

Oil and vinegar container Salt and pepper shaker

Creamery set

Cup and saucer Demitasse and saucer

Tea cup and underliner

Sauce boat Soup tureen

Tea pot

Coffee pot Consommé cup and underliner

Ash tray

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Coaster Small oval plate

Oval platter

Pitcher Food cover

Round Tray

Rectangular Tray Wiping cloths

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1. Bread and butter plate

(5inches in diameter)
2. Dessert plate
(5 1/2 inches in diameter)
3. Appetizer plate
(6 inches in diameter)
4. Salad plate
(8-8.5 inches in diameter)
5. Fish plate
(8.5-9 inches in diameter)
6. Dinner plate
(10 inches in diameter)
7. Show plate
(12 inches in diameter)

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MODULE 3

Lesson1: 3S in Bussing

Session Objectives
At the end of this session, you will be able to:
 To be able to perform the proper way of bussing and clearing the table
 To be able to clear the soiled dishes
 To be able to change soiled ashtrays

Introduction

The Bus Boy does many tasks at a restaurant; one of the task assign to them is cleaning dirty
dishes off the table. Clearing/cleaning tables that have been used in the restaurant is the primary
responsibility of the bus boy. The speed at which this job is performed is crucial, because the sooner the
bus boy clears and cleans off the table, the sooner the restaurant will be able to seat another set of
diners. Besides removing soiled dishes and silverware form the tables, bus boys are expected to wipe
down the tables to remove any food remnants from the previous guests. And they are generally called
upon to clean up whenever a dinner or a waiter spills food or dishware or silverware onto the floor.

Bussing and Clearing the table

1. To maintain the cleanliness of the table, soiled dishes should be immediately removed.
2. When everyone at the table has finished eating the dish served, removed all the soiled dishes, flat
wares and condiments except the water glass and the coffee cups which should be refilled and to
be removed only when the guests have left the table. Water glasses are to refill when empty or
almost empty.
3. Brush the tables with a clean, moist side towel whenever necessary.
4. Take care not to spill the crumbs on the lap of the customer. Use small plate to catch the crumbs.
5. When removing used dishes, make an excuse and ask permission from the guest. Say “Excuse me
sir, may I take your plate now?” or “May I clear the table now?”
6. As a general rule, bus soiled dishes from the right side of the guest. When bussing, follow the
standard procedure- the 3 S’s- SCRAPE, STACK & SEGREGATE.

 SCRAPE left over foods and place them in one container

 STACK together the equipment of the same kind and sizes
 SEGREGATE china wares from utensils and leftovers

 all cutleries in one container

 all china wares in one container
 leftovers in one container

- Remove largest plates first, followed by smaller ones so that they can be easily stacked. Place
large ones at the center of the tray.
- Do not stack dishes too high. This can cause accident and create clatter.
- Avoid overloading trays and bus pans.

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- Never bus across the guest. Stay on the right side of the guest unless it is difficult to do so that
one cannot help crossing. In such case, make an excuse and say; “Excuse me sir/ma’am”.
- Never scrape leftovers in front or near the guest. Do it few steps away from the guest.
- Use appropriate trays for bussing-bar tray for bar items glasses and bottles), rectangular or oval
tray for china wares.
- Bus bottles and glasses separately from china wares.

Improper bussing to avoid accidents and breakages, bus boys/waiters must:

1. See to it that the trays or bus pans are not overloaded.

2. The 3 S’s in bussing is strictly followed.
3. Appropriate trays are used-bar tray with cork (for bar items); rectangular trays or oval tray for
china wares, etc;
4. Trays are positioned such that it is well balanced, with heavy items place at the center.
5. Trays must be properly handled.

Clearing of Soiled Dishes

1. Pick up the first soiled plate, holding the flatware with your hand.
2. Pick up the next soiled and position it halfway under the first plate.
3. Place the third plate on top of the two plates, scrape and separate the leftovers on the second
plate and segregate the cutleries on the other plate
4. Stack and segregate china wares together on the third plate.

Changing of Soiled Ashtray

1. Get clean ashtray.

2. Cover soiled ashtray.
3. Set aside/remove dirty ashtray.
4. Put clean ashtray on table.
5. Set table appointments.

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Lesson2: Proper Way of Cleaning Soiled Dishes

Session Objectives
At the end of this session, you will be able to:
1. To perform the proper way of cleaning and sanitizing glasses, flat wares, china wares, and other equipments
using the 3-Bucket Method
2. To know the safety precautions in cleaning soiled dishes.

Introduction

Proper way of cleaning soiled dishes is an important way to prevent any communicable
diseases. A waiter should follow the procedures on how to clean and sanitize all soiled utensils.

Three (3) Bucket Method (Wash, Rinse and Sanitize)

1. Fill the sink or pan with hot water

2. Add enough detergent to make light suds
3. Place rinse dishes in hot soapy water.
4. Rinse the dishes in ample hot water to remove the soap film.
5. Place the dishes on the third sink prepared with sanitizing agents
6. Place the sanitized dishes in dish drainer.

Washing of Utensils

Sequence of Dishwashing

1. Glass wares
2. Silver wares
3. China wares
4. Utensils

Washing of Utensils

1. Use a rubber mat or folded napkin in the sink when washing for glass wares.
2. Wash fragile items one at a time.
3. Handle fragile glass ware by the base of the bowl rather than by the stem.
4. Try to make dishwashing as correctly as possible.

Things to remember:

Don’ts:
1. Don’t soak wood handled utensils.
2. Don’t plunge hot glassware into cold water or cold glass ware into hot water.
3. Don’t allow heating units or electric appliances to become wet.
4. Don’t crowd your sink or dish pan with glass ware or fragile items when washing dishes.

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Care of Sink

1. No food material is to be discarded in the sink.

2. Aluminum pans leave gray streaks on the sink enamel.
3. Wash sink with hot soapy water at the end of the dishwashing period.
4. Water taps are to be left clean and dry.

Care of Dish Cloths and dish towels

1. Dish towels are used for drying dishes only.

2. Dish towels are to be washed and hang dry at the end of the dishwashing period.

Check out of Units

1. Return all equipments to its proper location in the storage unit.

2. Each piece of equipment is to be cleaned and dried before it is returned to the storage area.

Rules of breakage

- To prevent breakages, the dos and don’ts of equipment handling should always be observed.
1. Use appropriate trays during actual service and bussing.
2. Decoy system should be followed in stacking and storing equipments.
3. Use appropriate door for entry and exit.
4. Use appropriate glass rack.
5. Follow the standard procedure in clearing the table appointments.
6. Avoid overloading trays and bus pans

Causes of Breakage

To prevent breakages, be conscious of the rules of equipment handling. Breakages are caused
by the following factors.

1. Thermal shock- results in sudden change of temperature.

2. Mechanical impact- result of object contact.
3. Improper handling and misuse of equipment- using the equipment for the purpose it was not
intended for.
4. Inattentiveness or absentmindedness - accident often occurs when service personnel are absent
minded or are inattentiveness in executing service.

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MODULE 4
Lesson 1: 5 S in Good housekeeping

Session Objectives
At the end of this session, you will be able to:
 To practice the 5s of good housekeeping
 To demonstrate the 3S in bussing out/clearing soiled dishes
 To organize the storage area of FBS department
 To practice the proper stacking of dining tools and equipment

Introduction

5S of good housekeeping is a systematized approach to organize work areas, keep rules and
standard and maintain the discipline needed to do a good job. It utilized work place organization and
work simplification technique to make work easier, faster, cheaper, safer and more effective.

SEIRI (Sort)
- Taking out and disposing unnecessary items.

Some Seiri practice:

 Sorting and evaluation criteria

 Disposal tags
 Designated storage area
 Material list

SEITON (Systematized)
- Arrangement /organization of necessary items in good order for use.

Advantage of arranging tools, supplies and materials systematically

 Prevent loss and waste of time
 Easy find and pick up of necessary items
 Ensure first-come-first serve basis
 Make work flow smooth and easy

Principle in arranging Items:

1. Put items to where it should be located

2. Returned items from where you get it
3. Record any changes done and inform the concerned persons about it.
4. Update records from time to time
5. functional storage
6. There is a place for every thing

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Goals in systemizing:

1. Fewer organized shortage

2. Fewer and shorter transport and handling operations
3. Fewer and more efficient heavy lifting operations

Some Seiton practice

1. Have a fix location for every thing

2. Label items and their locations systematically, mark every thing
3. Separate special tools to common ones
4. Put frequently used items nearer to the user
5. Make things visible to reduce searching time, organized by color.
6. Don’t pile up times without separator.

SEISO (Sweep)
- Cleaning of the work place, including tools and equipments. Seiso also means cleaning even if
things are Not Dirty, because a regular cleaning schedule will prevent things from having chance
to get dirty. It is recommendable to allot time (say a few minutes) every day to clean the work
place. It is much easier and faster if done on a daily basis. It is good discipline to leave the work
place cleaner than when it found

Big Seiso (Clean Up) Day

 3-5 minutes cleaning daily

 Assign owner to each machine
 Combine cleaning with inspection
 Make daily maintenance clear providing visible instructions
 Provide necessary tools or critical points of cleaning
 Prevent causes of dust and dirt.

SEIKETSU (Standardized)
- Maintaining the work place in high standard of housekeeping and organization.

Visual management, Standardization

1. Maintain cleanliness and orderliness

2. Prevent mis-operation
3. Make it easy to find out abnormality
4. Standardized good practices

Some Seiketsu Practices

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1. visual control plans

2. responsibility labels
3. wire management
4. inspection marks
5. maintenance labels
6. prevention of dust, dirt, noise and vibration
7. I-can-do –it blind folded

SHITSUKE (Self- discipline)

- Maintaining the work place in high standard of housekeeping and organization.

Visual management, Standardization

 Doing things spontaneously without being told.

 Doing the job alone will not be futile, unless you are not doing it effectively.
 The difference you are making will be strong example to motivate everyone to do
likewise.

SHITSUKE Practices

1. Wash hands after going to the toilet

2. Wash hands before and after meals
3. Eat and smoke at designated areas
4. Keep work place always clean and tidy
5. Wear clean uniform and shoes
6. Observe proper office decorum
7. Follow safety rules
8. Put things back in their proper place after use
9. Work according to standards

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