FOOD AND BEVERAGE SERVICES

Course Description

This course is designed to enhance the knowledge, skills and attitudes in FOOD AND
BEVERAGE SERVICES NCII in accordance with industry standards. It covers the basic, common
and core competencies required in the delivery of food and beverage service in various
foodservice facilities. It covers the core competencies on preparing the dining room for service,
welcoming guests and taking food and beverage orders, promoting food and beverage products,
providing food and beverage service to guests, providing room service, and receiving and
handling guest concerns.

CORE COMPETENCIES

1. Prepare the dining room/restaurant area for service

 Take table reservations
 Prepare service stations and equipment
 Set-up the tables in the dining area
 Set the mood/ambiance of the dining area
2. Welcome guests and take food and beverage orders
 Welcome and greet guests
 Seat the guests
 Take food and beverage orders
 Liaise between kitchen and service areas
3. Promote food and beverage products
 Know the product
 Undertake Suggestive selling
 Carry out Upselling strategies
4. Provide food and beverage services to guests
 Serve food orders
 Assist the diners
 Perform banquet or catering food service
 Serve beverage orders
 Conclude food service and close down dining are
5. Provide room service
 Take and process room service orders
 Set up trays and trolleys
 Present and serve food and beverage orders to guests
 Present room service account
 Clear away room service equipment
6. Receive and handle guest concerns
 Listen to the complaint
 Apologize to the guest
 Take proper action on the complaint
 Record complaint

Unit of Competency: (1) Prepare the dining room/restaurant area for service

FOOD AND BEVERAGE SERVICE EQUIPMENT

Table Appointments

 Linen
 Dinnerware
  Beverageware
 Flatware

Chairs

A chair seat is 46 cms. (18”) from the ground

The chair height from the ground to the top of the back is 1 meter (39”)
The depth from the front edge of the seat to the back of the chair is 46 cms. (18”)

Chairs are classified as:

• Restaurant chairs
• Coffee shop chairs
• Banquet chairs
• Garden chairs or pool chairs
• Lounge chairs or sofas

Tables

Tables are classified as follows:

Restaurant table:
Round tables come in various sizes:
1 customer 28-30” diameter
2 customers 36-40” diameter
4 customers 44-48” diameter
6-8 customers 55-60” diameter

• Coffee shop tables

• Banquet tables
• Garden or poolside tables
• Lounge table or coffee table
• Sideboards or dummy waiter
• Side table
• Counter table
• Hostess desk
Linen
 The term linen is broadly used to include the tablecloth, silence cloth, runners, place mats,
and napkins.
 Linens come in various types of materials, including fiber, plastic and paper. They provide
background for the dining table, as they come in different colors, styles, textures, and
designs to fit the theme, occasion, or atmosphere in the dining room. They are chosen to
blend with the other table appointments and create the desired dining ambience.
Linens commonly used in a table setting include the following:

1. Tablecloth – a piece of cloth, paper, or plastic used to cover the dining table.
2. Runner – a long, narrow strip of cloth used to provide accent to a bare table. Accent could
be created through the runner’s color, design, or texture.
3. Place mat – a piece of cloth, paper, or plastic over which the table appointments to be
used by a diner are arranged.
4. Silence cloth – a thick material used under a tablecloth to minimize noise during table
setting and dining.
5. Top cloth – a piece of cloth placed over the tablecloth to protect it from being soiled and at
the same time enhance the appearance of the table.
 6. Napkins – pieces of cloth or paper provided for the guests. It is used during dining to wipe
off spillages and/or smear and smudge on the diner’s lips.
7. Skirting cloths

Flatware
Types of Flatware for cover and for serving
1. Serving spoon – large spoon with bigger bowl and larger handles used for serving main
dish and other dishes in the meal.
2. Serving fork – Large forks, four-pronged forks with large handle used to serve main dishes
and noodles or as needed.
3. Soup ladle – Long-handled with big round bowl for serving soup.
4. Gravy ladle – small-handled with small bowl used for sauces
5. Dinner fork - four-pronged forks used for main meals and snacks depending upon the
menu served.
6. Dessert or salad fork – four-pronged but broader and shorter
7. Oyster fork – very small fork; three pronged for oysters, mussels and clams.
8. Pickle fork/escargot – very small-pronged fork to spear pickles
9. Dinner spoon – spoon with oval bowl used for dining
10.Soup spoon – spoon with round bowl and slightly shorter than dinner spoon
11.Teaspoon – small spoon with oval bowl for coffee, tea and desserts; about 5 ½ “ long
12.Demitasse teaspoon/dessert spoon – small teaspoon for after dinner coffee
13.Iced teaspoon/parfait spoon – Long-handled spoons with small bowl for tall glasses.
14.Steak knife – serrated knife with pointed tip
15.Butter spreader – small broad spatula or a small knife
16.Butter server – small broad spatula usually bigger than spreaders to serve butter
17.Pie server – short-handled spatula, elongated and leaf-shaped
18.Sugar spoon – small teaspoon with spreading bowl
19.Sugar tongs/Ice tongs – small tongs to serve sugar cubes
20.Dessert teaspoon – about 7” long and used for cereals, desserts and soup served in wide-
mouthed bowl
21.Dinner knife – about 9 ½ to 10” long; straight or serrated, broad with rounded tip used for
main courses at luncheon or dinner
22.Fruit knife – about 8” long; only used for formal dinners when a fruit course is served
23.Fish knife – about 8 ½” with a distinct shape at the tip, though a standard knife is also
used.

Glassware
• Stem glasses
• Flat bottom glasses (tumblers)
• Beer mugs
Handling
• A glass is always lifted by its stem or at the base
• A glass is never picked up by its rim between the thumb and finger
• Broken/chipped glasses are removed and put in the dustbin immediately

Dinnerware
Types of dinnerware used for individual covers
1. Place plate – also known as a service or show plate which functions as a decorative
underliner in formal sitdown dinners; ranges from 10” to 12” in diameter and may be
made of wood, metal, or wicker.
2. Dinner plate – considered to be the largest plate on the table; about 10” in diameter which
is used for main dishes.
3. Luncheon plate or breakfast plate – a 9” multi-purpose plate used for everyday dining that
is suggested for main dishes.
 4. Salad plate – Flat and about 7” to 9” in diameter usually simply decorated. Salad plates
may be made of plain or cut-glass; can be used for appetizers, dessert and even as a fish
plate; can also be used as a fruit plate.
5. Bread and butter plate – usually a smaller version of the dinner or luncheon plate, about
4” to 6” diameter and matches all others on the table
6. Oyster plate – used to serve oysters or clams on half shells usually served on a bed of
crushed ice. Because of such use, the plate should have a rising edge to hold liquid
coming from the melted ice; can be of any size that holds oysters or clams.
7. Soup plate – Usually 9” to 10” in diameter by 1” deep plate and is generally presented
with an underliner used to serve soup in formal sitdown dinners.
8. Soup cup – serving soup in a cup is also appropriate. It can be a two handled tea cup with
a matching underliner, also called a bouillon cup.
9. Cereal bowl – a 6” multipurpose deep dish used to serve cereals, desserts, salads or rice.
10.Cup and saucer – come in pairs and are used for hot beverages like coffee, tea, milk and
chocolate. In informal meals, cups and saucer can be used in serving soups. Strictly
speaking, the saucer with the inner ring is used only as an underliner, yet is also being
used for desserts in informal functions.
11.Demitasse cup and saucer – smaller cups and saucers that come in pairs; used for hot
chocolate or after dinner coffee. The capacity is half of the ordinary cup.
12.Monkey dish – a container used for sauces and gravies
13.Soy dish – a container used for soy sauce, fish sauce, vinegar, etc.

Special Equipment

1. Hors d’oeuvres trolley

2. Gueridon
3. Dessert trolley
4. Carving trolley
5. Flambe trolley

Personal Equipment

1. Waiter’s cloth
2. Ballpoint pen (click type)
3. Waiters friend (corkscrew)
4. Clean handkerchief
5. Matchbook/box/lighter
6. Note pad
7. Nameplate

TABLE SET-UP
Standards of Table Set-Up
Completeness

 All needed utensils; chinawares, glasses and other equipment are set up on table prior to
serving orders. Coffee/tea must go with sugar and milk/creamer.
 Place mat is set up when the table is not covered with tablecloth. It is placed at the center
of the cover.
 Required condiments are set up before service
 Client requirements as stated in the event order are available and properly installed before
the start of the function
 If pre-set up is required, the additional cutleries are to be added to the set up once the
order has been taken. This must be done prior to serving orders.
Cleanliness and Condition of Equipment
  All pre-set equipment must be immaculately clean, sanitized with sanitizing detergent,
wiped dry and free of spots or watermarks
 There are no wobbly tables and chairs
 There are no chipped/stained glasses
 No damaged, broken or distorted cutleries are set up on the table
 Linen is fresh, clean and without spots or stains and not wrinkled
 Placemats are clean and without spots or stains and not wrinkled
 Placemats are clean and without foul odor
Balance and Uniformity
 There is even spacing between chairs and covers
 Cutleries are spaced at least 1 inch from the edge
 For the same order of drink/food, set up the same glass and cutleries in all tables
 Cutleries are aligned properly, with the same distance from the edge.
Order
 All service equipment are placed on the appropriate side of the cover
 The glasses, cups with saucers, spoon, knife and cocktail fork are on the right side.
 Fork and side dishes are on the left side except the cocktail fork which is placed on the
right side.
 Folded paper napkin (if used) is on the left side underneath the fork
 Water glass is set up on the right side, about an inch on top of the dinner knife
 Required condiments as well as flower vase are placed at the center of the table
 The cutleries are arranged in proper sequence following the order by which they will be
served
Eye Appeal
The whole set up looks presentable.
 Presidential and buffet tables are skirted for banquet functions
 Appropriate color combinations are used
 No eyesore is seen in the dining area
 Appropriate centerpiece and other decors are provided for
Timeliness
 Set-up completed on time-at least 30 minutes prior to the start of operations or banquet
functions

GENERAL TABLE SETTING GUIDELINES

1. The lower edges of the utensils should be aligned with the bottom rim of the plate, about
one inch up from edge of the table.
2. To avoid hiding a utensil under the rim of a plate or bowl, lay it approximately one inch
away from the plate’s side.
3. To eliminate fingerprints on the handle, hold flatware by the “waist,” the area between the
handle and the eating end of the utensil.
4. The water glass should be placed approximately one inch from the tip of the dinner knife.
5. Place knives with blades facing the plate.

Napkin Folding

How to Use a Napkin

The purpose of a napkin is to blot the lips and wipe fingertips. Its shape and size are affected by
the formality of the occasion, a factor that also determines the placement of the napkin, the fold,
the color, texture and pattern and whatever napkin rings are provided.

The Placement of the Napkin

1. At a formal affair, to conserve space at a fully appointed place setting, the napkin is
centered on the service plate, a placement that bring napkin closer to the diner. If the hot
 soup is in place when the diner comes to the table, the napkin is placed to the left of the
forks.

2. At an informal meal, the napkin is placed wherever and however the host chooses; in the
center of the plate, to the left of the forks, above the plate, under the plate, on the bread
and butter plate, in the wine glass, draped over the chair, wrapped around the flatware on
a buffet, or arranged decoratively in a container.

Formal Points of Napkin Folds

1. The 20-inch napkin is the easiest size to fold into a decorative shape.
2. For shape retention, before folding a napkin, lightly starch the fabric and iron out the
creases.
3. Heavy fabrics hold shape well and are suggested for vertical napkin folds.
4. Lightweight fabrics are recommended for horizontal napkin folds.
5. Fabrics with a pattern on one side expose the reverse weave and change the appearance
of the napkin fold.

THE BASIC FOLDS

Now, get ready to practice your creative competency on napkin folding!

French Pleat
1. Fold napkin in quarters
2. Roll first layer of the napkin toward you to the center
3. Fold the second layer toward you and under the first – Do not roll.
4. Leave the same width of the napkin as the rolled edge
5. Fold the next layer of the napkin away from you and under the second leaving the same
width as other two folds.
6. Fold under the right and left side edges to center back.

Candle
1. Fold napkin in half diagonally forming a triangle
2. Fold one-fourth of the base edges of napkin up forming a cuff.
3. Turn napkin over. Carefully roll left to right.
4. Tuck the remaining corner inside the cuff to hold the Candle firm.
5. Position the Candle with the highest point of the napkin facing you.

Banana
1. Fold the napkin in half diagonally forming a triangle.
2. Fold the left and right triangle to the top forming a square.
3. Turn the napkin to form a diamond. Fold the bottom point 2/3 of the way to the top point
and fold the bottom point back again to the base line.
4. Turn napkin over and tuck the far corners into one another forming a round base.
5. Stand a napkin upright and peel off the two top corners to form a Banana.

Pyramid
1. Fold napkin in half diagonally forming a triangle with the long point facing you.
2. Fold the far left and right corners of the triangle toward you to the bottom point.
3. Fold the napkin in half bringing the bottom point under to meet the top point.
4. Left the napkin at the center to stand upright on the two side edges.

Opera Fan
1. Fold napkin in half
2. Fold width into accordion fold leaving last four inches flat.
3. Fold accordion in half with folds on outside; four inch flat will provide from the center.
 4. Create a stand by folding the four inch flat toward the base of napkin letting the folds fan
out.

Bishop’s Hat
1. Fold napkin bringing top to bottom
2. Fold corners to center line
3. Turn napkin over and rotate ¼ turn
4. Fold bottom edge up to top edge and flip point out from under top fold
5. Turn left end into pleat at left forming a point on left side
6. Turn napkin over and turn right end into pleat forming a point on right side.
7. Open base and stand upright

Lotus/Water Lily
1. Fold all four corners of a flat napkin into the center: then fold four points again to the
center.
2. Turn the napkin over and fold four points again to the center pressing all folds tightly
3. Turn napkin to form a diamond. Using one hand to hold two points at front center of the
napkin and with the other hand reach under that point and pull up flap.
4. Repeat at three other points.
5. Holding center points reach between petals and pull out additional flaps.

Other Napkin Folds

 Birds of Paradise
 French Fold
 Double Candle

Unit of Competency: (2) Welcome guests and take food and beverage orders, (4)
Provide food and beverage services to guests

TABLE SERVICE

General Classification of Food Service

 Table Service – the manner of serving food at well-appointed homes, hotel dining rooms,
and fine dining restaurants
 Counter Service – entails fast service of food with minimum number of table appointments
needed for dining like in fast-food operations.
 Tray Service – varies from elaborate hotel room service to hospital room service but is also
done in transport catering services such as airplanes, ships and trains.

Types of Self-Food Service

 Cafeteria
 Buffet service
 Take-out service

Types of Table Service

American Service
 Also called as “Plate Service” because the food is already arranged in individual plates at
the kitchen, ready to be served to guests. It is usually done for a a la carte orders, good for one
serving. Plated foods are served with garnish and accompaniments on the side of the guest. This
type of service is ideal in a coffee shop where there is a need for fast service.

Russian Service
The food is pre-arranged in a platter with enough servings for one table; then the waiter
dishes it out from the platter to the individual plates of guests, from the left side. Russian service
is usually done for banquet functions. It guarantees equal portioning of food because the foods
served are pre-portioned and pre-cut. It is preferred over plate service when there are no heaters
for individual plates.

French Service
This type of service involves tableside preparation. The food is partially prepared and pre-
cut at the kitchen. Then the preparation is completed in a gueridon at the side of guest’s
table, usually with some showmanship. This is usually done by a chef (known as commis
de rang) or a headwaiter in his absence. French service is very elegant and entertaining
but takes a lot of time. It is not advisable for diners who are in a hurry.
Buffet Service
This is self service because the guests have to line up to get their food in a buffet table.
The foods in the sequence – from colds, to hot dishes and desserts. Hot dishes are placed
in chafing dishes to keep them warm. The risk in using this type of service is the possibility
this is to assign a waiter to portion and dish out foods for individual guests.

The Seven Rules of Service

 Serve women before men
 Serve food from the left side of the guest with the service person’s left hand
 Serve beverages from the right side of the guest with the service person’s right hand
 Bring all of the guests’ food at the same time
 Remove dirty plates only when the guests are finished with their meal
 Never scrape or stack dirty dishes on the guests’ table
 Clear dirty dishes from the right side of the guest with the service person’s right hand

Methods of Service
 The Individual Person Method
 Captain Method
 Team system

RULES IN ASSEMBLING AND SERVING ORDERS

1. Serve food in appropriate containers and temperature

 Hot foods in hot plates
 Cold foods in chilled plates

2. Follow proper sequence in serving food. The standard is to serve from the lightest to the
heaviest dish as in:
First – appetizer
Second – Soup
Third – Salad
Fourth – main course
Fifth – dessert
Sixth – Beverage (coffee or tea)

3. Serve guest in following order

Honoree – Ladies – Gentlemen – Host
If there are children, they must be served first before the adults

4. Serve food on appropriate side of the guest.

Serve plated food (American Service) from the left side with the right foot forward and with the
right hand holding the plate.
Dish out food from the platters to the individual plates of the guest (Russian Service) from the
left side.
Serve side dish – i.e. salad, bread, etc from the left side.
Exception to the rule: when it is difficult to do as when there is no space on the right or left. In
this case one can serve in front or on the side of the table while saying “Excuse me ma’am.”

5. Never reach/serve food in front or across the guest to serve another guest unless the set-up
makes it impossible to serve on the guest’s side. In such case, one can serve in front of the table
but must ask excuse “Excuse me sir/ma’am.”

6. Upon serving an order, mention the name of the dish.

Example: “Your sizzling bean curd sir”

7. Never show the thumb on the plate when serving so as not to touch the sauce/meat.

8. When serving plated food, position the meat/fish directly in front of the guest with the logo
positioned on top center of the plate.

9. When serving from a platter (Russian Service), present food from the left, hold the platter with
the left hand and dish out the food using serving spoon and fork with the right hand.

10. Use precautionary measures in carrying loaded trays.

 Place heavy items on the center to keep it balanced.
 Let the tray rest on the shoulder with the palm of the hand supporting the tray
underneath. If it is still off-balanced, use the other hand to support the tray. Rest the elbow
close to the hip when carrying a tray.
 Make sure the bottom of the tray is clean.
 Bend the knees, not the back, when picking up a tray and when putting it down.

11. Always make an excuse when serving the dish and in clearing soiled dishes, Say “Excuse me
sir/ma’am.”

12. Never forget to check the presentation of the food before serving and see to it that it
conforms to standard presentation with the right portion and side dish. Check also if it is
contaminated with a foreign object. If something is wrong or lacking, bring it back to the chef for
corrective action.

13. Use side towel, not napkins in picking up hot plates.

14. Fill coffee/tea pots ¾ full; creamers 2/3 full

15. Combine orders whenever possible in one trip. For example: two soups for one table, main
dish for another table and desserts for the third table. This makes way for faster service.

16. Whenever possible save trips to the kitchen by filling trays both ways. For example: While
placing orders to the kitchen pick up soiled dishes that can be found in some tables.
17. Never serve food and utensils that have fallen on the floor.

18. Never touch nor serve foods with bare hands. Use appropriate serving spoon and fork.
19. Use separate spoon in dishing out different dishes to avoid blending of flavors.

20. Serve food according to table plan, with each guest identified through the coding system to
make sure the right order is served to the right person.

BUSSING AND CLEARING THE TABLE

1. To maintain the cleanliness of the table, soiled dishes should be immediately removed.
Ashtrays once, even with just one cigarette butt should be changed with clean following
the procedures.
2. When everyone at the table has finished eating the dish served, remove all the soiled
china wares, flat wares and glasses. Also, pick up condiments that are no longer used. But
do not clear the water glass and coffee cups since they should be refilled. Remove them
only after the guests have left the table. Water glasses are to be refilled once empty or
almost empty.
3. Brush the tables with a clean, moist side towel whenever necessary. Take care not to spill
crumbs on the lap of the customers. Use a small plate to catch the crumbs.
4. When removing soiled dishes, make an excuse and ask permission from the guest and
say: “Excuse me sir, may I take your plate now?” or “May I clear the table now?”
5. As a rule, bus soiled dishes from the right side of the guest.
6. When bussing, follow the standard procedure – the 3 S’s – SCRAPE, STACK and
SEGREGATE.
 SCRAPE left over foods and place them in one container.
 STACK together the china wares of the same kinds and size
 SEGREGATE china ware from utensils and leftovers
- all cutleries in one container
- all china wares in 1 container
- leftovers in one container
7. Remove largest plates first, followed by the smaller ones so that they can be easily
stacked. Place large ones at the center of the tray.
8. Do not stack dishes too high. This can cause accidents and may create clatter.
9. Avoid overloading trays and bus pans.
10.Never bus across the guest. Stay on the right side of the guest unless it is difficult to do so
that one cannot help crossing. In such case, make an excuse and say, “Excuse me
sir/ma’am.”
11.Never scrape leftovers in front or near the guest. Do it few steps away from the guest.
12.Use appropriate trays for bussing – bar tray for bar items (glasses and bottles), rectangular
or oval tray for china ware.
13.Bus bottles and glasses separately from china wares.

BASIC PHRASEOLOGIES

I. FINE DINING

A. WELCOMING THE GUEST (RECEPTIONIST)

Receptionist: Good morning Ma’am/Sir!

Welcome to Café Vienna!
Guest: Good morning!
Receptionist: Table for how many?
Guest: Table for two please..?
Receptionist: Smoking or non-smoking area?
Guest: Non-smoking pls..
Receptionist: This way Ma’am/Sir…
Guest: Thank you!
B. TAKING ORDERS (WAITER)

Waiter: Good morning Ma’am/Sir?

I’m , I will be your server for today.
Here’s our menu for today.
I’ll be back in a minute to take your order Ma’am/Sir.
Waiter: Excuse me Ma’am… Can I take your order?
Guest 1: What’s your special menu for today?
Waiter: Today’s special is Grilled Salmon.
Guest 1: I’ll have Grilled Salmon and Seafood spaghetti for her.
Waiter: How about your drinks Sir?
Guest 1: We’ll have two Lemon Iced tea.
Waiter: Would you want some dessert?
Guest 1: I’ll try your Mississippi mud pie and Fudge brownie ala mode for her.
Waiter: Would that be all Sir?
Guest 1: Yes, thank you.
Waiter: May I repeat your order Sir?
“You ordered 1 grilled salmon,
1 seafood spaghetti
2 Lemon Iced Tea
1 Mississippi Mud pie
1 Fudge brownie ala mode”
Would you like to add anything else?
Guest 1: No, that would be all thanks!
Waiter: Excuse me Sir, I’ll be back to serve your food…

C. SERVING FOOD AND BUSSING-OUT (WAITER)

Waiter: Excuse me Sir; here is your Lemon Iced tea..

Guest 1: Thank you
Waiter: Excuse me Ma’am, here is your Lemon Iced tea.
Guest2 : Thank you…
…………………After a while…………………………
Waiter: Excuse me Sir, here is your Grilled Salmon..
Guest 1: Thank you
Waiter: Excuse me Ma’am, here is Seafood spaghetti..
Guest 2: Thank you
…………………..After a while………………………….
Waiter: Excuse me Sir, may I take your plate?
Guest 1: Sure…
Waiter: Excuse me Ma’am, may I take your plate?
Guest 2: Yes, please…
………………….After a while…………………………
Waiter: Excuse me Sir, here is your Mississippi Mud pie..
Guest 1: Thank you…
Waiter: Excuse me Ma’am, here is Fudge Brownie Ala mode…
Guest 2: Thank you…
…………………..After a while…………………………..
Waiter: Excuse me Sir, may I take your plate?
Guest 1: Sure…
Waiter: Excuse me Ma’am, may I take your plate?
Guest 2: Yes, please… Thanks….
Waiter: Would you care for some water?
Guest 1: Yes, please….
……………………….After a while…………………………..
Waiter: Excuse me Sir, May I? (Pour water)
Guest 1: Thanks..
Waiter: Excuse me ma’am, May I? (pour water)
Guest 2: Thanks….

D. PRESENTING BILL

Guest: May I get the bill?

Waiter: Yes Sir, I’ll be back in a while.
……………………After a while……………………………..
Waiter: Here is your bill Sir… (present the bill; open the bill folder/jacket)
Guest: Thanks (will put the payment inside the folder)
Waiter: (after receiving the payment inside the bill folder)
(open bill folder) I received P2,000/credit card or debit card… (close folder)
Excuse me Sir….
………………………. After a while…………………………..
Waiter: Excuse me Sir… (return the folder with the receipt or change or card back)

II. FAST FOOD

A. GREETING THE GUEST (CASHIER/BARISTA)

Cashier: Good morning Sir! Welcome to Café Vienna (Smile)

How are you today sir?

B. TAKING ORDERS (CASHIER/BARISTA)

Cashier: May I take your order Sir?

Guest: I want a regular Cappuccino and a slice of Tiramisu.
Cashier: would that be all Sir?
Guest: Yes, that would be all. thanks…..
Cashier: May I repeat your order Sir?
1 regular Cappuccino and
1 slice of Tiramisu..
Would you like to add anything else?
Guest: No, thank you….

C. RECEIVING PAYMENT/GIVING CHANGE

Cashier: Your bill is P350.00

Guest: (pays)
Cashier: I receive P400.00 (punch payment)
(give the receipt) your change is P50.00
…(count in front of guest)

D. SUGGESTIVE SELLING

Cashier: May I take your order sir?

Guest: What do you suggest (drinks)?
Cashier: What do you prefer hot or cold?
Guest: Cold?
Cashier: Blended or Iced?
Guest: Blended?
Cashier: Coffee based or non-coffee based?
Guest: I want it coffee based
Cashier: Our best seller is white mocha frappe,
 would you like to try it Sir?
Guest: Ok, I’ll try it…
Cashier: How about some Oatmeal raisin cookies,
it goes well with Frappes.
Guest: Ok, give me 2 Oatmeal cookies
Cashier: Would you like anything else Sir?
Guest: That would be all thanks….

Unit of Competency: (3) Promote food and beverage products

The Art of Suggestive Selling

A sales technique where the employee asks the customer if they would like to include an
additional purchase or recommends a product which might suit the client. Suggestive selling is
used to increase the purchase amount of the client and revenues of the business. Often the
additional sale is much smaller than original purchase and is a complimentary product.

Aside from the ways on how to serve a guest, suggestive selling can also be considered a
style on how to be creative with your guest.

Tips You Can Use to Make Suggestive Selling

1. Train Employees to Customize Suggestions for the Customer. One of the biggest
issues retailers run into when implementing a suggestive selling strategy is employee
apprehension when it comes to upselling based on strict rules. Although guidelines are
necessary to keep the experience consistent every time a customer comes to shop, it’s
best to introduce a number of different suggestive selling techniques to your employees
who can then tailor the experience to the individual.
2. Keep the Strategy Consistent at all Times. Particularly with in-store retail, creating a
consistent customer experience is very important given that shoppers will likely interact
with different employees each time they enter the store. If a customer visits the store and
is given a product suggestion they appreciate, they’ll likely return later expecting the
same experience. Be sure a system is in place to ensure everyone is given the opportunity
to receive the same level of service when they come to make a purchase.
3. Be Sure Product Suggestions are Relevant to the Customer. We’ve all been on the
receiving end of a poor upsell. Commonly found in convenience stores or gas stations,
employees will frequently stick to a defined script that has nothing to do with what you’re
buying or why you’ve come to the store. Someone refueling their vehicle in a hurry to get
to a meeting is most likely not going to be interested in a two-for-one 12-pack of soft
drinks, for instance. In fact, taking the extra time to get through the transaction will
probably only annoy the customer whose only goal is to get what they need and get where
they need to be.
4. Train in-store employees to make good judgment calls and base their
suggestions directly from what the customer intends to buy. In the scenario above,
even through the customer fueling his car was in hurry, he might still appreciate a
suggestion discounting his next tank of gas if it will save him money the next time he
stops in.
5. Evaluate and Adapt Your Strategy by Discovering What Works Best. While there
will always be a period of experimentation when you first execute your suggestive selling
plan in the store, it’s important to begin tracking what techniques and products are
working better than others so you can adjust and adapt accordingly. Sometimes more can
be learned from what fails than what succeeds, so be sure to pay attention and shift you
promotions away from those that aren’t bringing in any revenue. Customer experience
evaluations like mystery shopping are a great way to measure the success of a
suggestive selling program from the customer’s perspective.
 In addition to being a relatively simple way to boost revenue, it’s also measurable. By
stepping up your suggestive selling strategy, you’ll be able to calculate revenue gains into
the future as more customers leave the store with more items in hand.

The Benefits

1. It enhances a guest’s dining experience.

If you know, for example, that a particular bottle of wine complements a main course
nicely, you can suggest it after the food orders are placed. Your guest’s dining experience
will be enhanced by the addition of the wine and they will appreciate your suggestion.

2. It increases the average guest check, which in turn has the potential to increase
gratuities and the establishment’s overall revenues.
Increasing revenues in turn increases profits to the establishment and you. Profitable
operations are the only ones that stay in business, thus providing you with job security
and the potential for additional work as the operation becomes easier.

3. It increases your product knowledge and allows the guest to make an informed
decision.
Knowing your establishment’s menu is very important. The better you know it, the better
you can provide guests with information they may not have otherwise have known about
food and beverage items.
Unit of Competency: (5) – Provide Room Service

Sequence of Room Service

Activities Person Responsible

Taking Room Service Order Designated Order Taker
Placing Order to the Kitchen Captain or Waiter
Posting Order for Billing Captain or Waiter
Assembling Room Service Order Captain or Waiter
Logging down the Order on the Control Sheet Captain or Waiter
Double Checking Mise-en-place, Food Preparation/Presentation Captain or Waiter
Preparation of the Bill Cashier
Pick-up and Delivery of Order Waiter
Offering or extending Personalized Service to the Guests Waiter
Setting the bill; Bidding Goodbye Waiter
Forwarding Payment or Signed Bill to Front Office Cashier Waiter

PREPARING MISE-EN-PLACE

1. Assemble the order.

Review the order and assemble all needed cutleries, glasses, linen and other equipment.
Place needed equipment/supplies in a tray or room service trolley.

 For beverage orders, use bar tray and have coasters and paper napkins ready. For
food orders, use a rectangular or oval tray.
 Check whether the required garnish for all ingredients and juices are provided for.
 For cocktails, place a stirrer
 Have appropriate glasses ready. Fill the glass with ice if needed
 If there is an order of wine, provide wine basket or stand
 Have food covered, ready to be delivered to the guest
2. Fill up the control sheet. This form will be used to monitor the movement of supplies and
equipment so that losses can be easily traced.

 Get a copy from the cashier

 Jot down all needed equipment on the sheet
 Insert the sheet at the tray for the Captain’s reference when checking

3. Pick up the food order from the kitchen

 Set up the food/beverage on a tray if only a handful will be transported

 Use a trolley when there are several dishes and equipment that will be transported

4. Captain shall check the mise-en-place

Pay attention to the following:

 Whether food tallies with the items specified in the guest check
 If all equipment that are specified in the control sheet are available and in good
condition
 Whether the standard garnish, sidings and accompaniments are provided for.

Mise-en-Place Preparation for Breakfast

1. For breakfast, a regular room service tray should be covered with a clean cloth. The
necessary service materials are placed thereon. Double check every item that is placed on
the tray and make sure it is clean and well polished.

For Continental breakfast, the following items are necessary:

One piece of each of the following:

 Breakfast plate
 Warm cup (kept in warmer until ready for service)
 Cup and saucer
 Spoon for the jam or marmalade
 Glass for ice water (should be filled, only ¾ full so that water will not spill while
being carried)
 Salt and pepper in shaker
 Coffee, sugar and cream in sachet
 Napkin
 Dessert plate

The Continental breakfast usually consists of:

Coffee with 2-3 sachet of sugar per person (depending on local taste)
Butter, 2 sachets
Bread and rolls, 2 persons (assuming rolls are of small size)
If a toast is specified, it must be wrapped in napkin (2 slices per order, cut in half)
A piece of jam, if possible 2 choices, or one jam and one honey

For an American breakfast, add necessary

 Table wares required for the individual order, such as knife and fork for meat and
eggs
Spoon for the boiled eggs
  Medium-sized spoon for cereals, etc.
 Salt and pepper placed in shaker

2. Beverage must be prepared as ordered.

 Tea/coffee must be served with pot of hot water

 Chocolate is usually placed in a pot with a cover and with a large creamer or 4
ounces of hot milk.

Room Service Procedures

Rules of Service

1. Double check the mise en place and the food/beverage order before they are delivered to
the guest.

Make sure the tray or trolley has complete set-up, to include:

 Sidings, garnish and accompaniments (if required)

 Cover for the food
 Napkin
 Water with glass cover
 Condiments – catsup, salt and pepper, etc. (if required)
 Others

2. Knock gently or activate the buzzer when entering the room and announce “Room
Service”. Never enter unless told to come in.
3. Serve all hot food on hot plates. Whenever possible, keep them in a sterno heater (if
available)
4. Hold equipment properly. Follow the rules in handling equipment. Also make sure that the
food is placed in appropriate containers.
5. Offer to set-up and serve the food to the guest. Say: “May I set up and serve the food for
you sir/ma’am?”
6. Be generous in offering/extending extra-service like opening bottles, pouring, water,
coffee. Ask the guest if there is anything else he/she want from you, “Is there anything
else I can do for you sir/ma’am?”
7. Never forget the bills. Thank the guest upon receiving payment and wish him a pleasant
meal.
“Thank you sir/ma’am. Hope you enjoy your meal. Please call us if there is anything else
you need.”
If the guest wish to charge his bill and want to sign for it, make sure he has a signing
privilege. This is usually allowed for hotel guest whose bills are covered by a guarantee
from companies or individuals who are given a credit privilege by the hotel. It may also be
allowed if guest opts to pay through credit card (if the hotel has credit arrangement with
Credit Card Company). Guest who are classified as “cash basis” are not allowed to sign for
charges.

Taking Room Service Order

STEPS PROCEDURES RATIONALE

1. Lift receive on first ring if
possible
Other Information
The mouthpiece should be at Courteous greetings uttered
least be ½ inch from the with smiling voice will certainly
mouth. Identify room service make a good impression.
and greet the caller as you

2. Take the order and write it
down in an order slip (triplicate
copies)
(one copy of the order slip
goes to the kitchen, one for
the cashier, and the last one is
for the waiter.)
say: “Room service, good
.
This is
speaking. May I help you?
Write down and clarify orders
as you hear them. Ask the
number of orders and the
guest’s preferences regarding
the manner of preparation,
salad dressing, etc.
For eggs-whether boiled,
poached, scrambles, etc.
For steaks – whether rare,
medium-rare, well-done.
This important to ensure that
the guests preferences and
requirements are followed in
the preparation. Thus,
complaints can be avoided.
Get other serving instruction
like additional butter, etc.
Be a good saleman. make
appropriate suggestions.

Whether bread be served Offer the appropriate drinks or

toasted or plain. wine that best complement the
Preferred salad dressing – meal.
French Vinaigrette or Thousand
Island.

If the guest is undecided,

suggest menu specialties or
chefs daily specials.

Before leaving say: “Will that

be all sir/ma’am?”
3. Repeat the order. Mention the item ordered, the Repeating the order helps to
quantity and manner of prevent errors that can be a
preparation. source of complaints.

Delivery of Room Service Orders

1. Knock at the door

Use knuckles or activate the doorbell. Knock should be gentle and not too loud to avoid
irritating sound. Allow few seconds in between knocks and sound off: “Room Service.”

2. Once the door is opened

Greet the guest by the hour of the day and say: “Good morning/afternoon Sir/Ma’am (or
mention the guest name if known). Say: “Here’s your room service order.” Then say: “May I
come in?” Do not enter the room until the guest gives you the permission.

3. Once inside the room

Leave the door open unless the guest orders you to close it. Ask where the guest wants
the trays or trolley to be set up. “Where would you like me to set-up your table
sir/ma’am?” “Shall I leave the food on the trolley or you want it transferred to your table?”
After setting up the food on the table as requested, offer additional service: “If you’re
ready to eat, shall I serve the food for you?” “Shall I serve the coffee/tea?” “Shall I open
the soft drinks for you?” “Would you like me to open your curtain to brighten the room?”

Note: If the guest wants to eat later, leave the food on the heater (if used). If not placed it
on the table.
Before presenting the bill ask: “Is there anything else I can do for you?”

4. Present the bill

 Present the bill in a bill folder with the figures faced down as you say: “May I present the
bill?”

5. Get the payment

Get the payment. If the guest wants to charge to his room, get his signature but make sure
he is authorized to sign.

(Some guests account are labeled “cash basis” and so they are not allowed to sign for
charges. This should be checked with Front Office.)

6. Thank the guest and bid goodbye

Before leaving the room, make sure the heater is put off as this can cause fire. Ask the
guest when he wants soiled dishes to be cleared. “Sir/Madam, when do you want me to
come back to clear the soiled dishes?” “When you are ready please call us and dial “
Thank the guest and wish him pleasant meals. Say: “Thank you sir. Enjoy your meal and
have a nice day.”

Service of Door Knob Menus

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

Clearing Procedures

1. The waiter who serves the food order is required to clear soiled dishes, trays and trolleys
from the room.
2. Upon pick up, busboy or waiter must check whether all equipment indicated in the control
sheet is available for pick up.
3. If there are missing items and the waiter is inside the room, he must locate for the missing
item.
If the guest is inside the room, tactfully ask his/her assistance in locating the items. Report
to the captain any recovered item for proper recording.
4. Captain should assign one busboy or waiter to pick up trays/trolley should also check the
pantry area for unclear items.
5. All collected trays/trolley are to be brought to the dishwashing area, segregated according
to kinds and sizes.
6. Segregate linen and bring them to the linen box of the room service.

Unit of Competency: (6) Receive and handle guest concerns

DEALING WITH OBJECTIONS AND NEGATIVISM

There are customers who are hard to please. Some are negativists who attempt to gain attention
and recognition by way of negative comments. If such patrons are not properly handled, the said
customers can make a fuss out of the situation and create a scandal in the dining room. Dining
staff must therefore be knowledgeable and discreet in handling such situations.

Here are some tips:

 1. Have an open attitude in welcoming objections and negative comments. After all,
customers have a right to express their feelings and to get honest and thoughtful
responses to what is disturbing them.

Accept the fact that difficult customers are part of the occupational hazards that every
hospitality personnel have to face and accept. Once one has learned to accept this reality,
a pro-active, subdued response can be expected.

2. Ask for details about the objection or comments so that appropriate action can
be done.

Customer: Your food is lousy,

Server: What is it that you are not satisfied about with our food?

3. Make the negativist feel that his opinion is important and that he is understood.
This is done by way of acknowledging the objection or comment without expressing
explicit disagreement or defensive or evasive reactions.

“I see your point sir.” “I understand what you mean.”

Never say: “No, I don’t agree to that.”

4. Restate the objection. When one restates an objection he can accomplish a number of
things. First of all, he can put the objection into his own words and in the process of doing
so, soften the language and shift the emphasis.

In the following example, the objection is rephrased so it ends up as a very effective

compliment of the salesman’s products.

Customer: “I pay only P15.00 for my beer in Café….”

“You mean you find our price of beer higher than the other bars.”

“That’s right sir. We charge a little higher but our bar provides a live band for an
entertainment.” Doesn’t that make a difference and your drink more enjoyable?”

Once a server or a salesman is able to reward the objection in more positive terms, the
process of overcoming said objection has already begun. Whenever it takes time to repeat an
objection, one is on solid ground. By rephrasing it, one can be sure that he/she correctly
understands and can deal with the objection appropriately. The prospect is also satisfied
that the objection has not been ignored – a circumstance that can alienate him. Restating
the objection is the first step in resolving it.

5. Suggest or offer options. The problem-solving approach particularly in selling suggests

that a salesman’s always be enthusiastic in offering help by making appropriate
suggestions or offering options. An objection then becomes a means of helping the
prospect or customer explore a wiser choice. The objections are answered must relate to
the problem that is being solved. Unless the salesman has in mind what the problem is, he
cannot answer objections in a way that is relevant to the prospect.

Customer: The banquet packages are too expensive.

Salesman: About how much would you consider an ideal package that will suit your
budgets?
 Customer: Perhaps we can adjust to your budget. What if we take the amenities so that we
can reduce the package price?

Or would you like our chef to design a menu that will suit your budget?

If an objection emanates from the fact that a product does not conform to the taste or
expectations of a customer, offer an alternative that best meets his taste or expectation.

Customer: That’s too heavy for dinner (referring for calorie-rich foods)

Attendant: Perhaps it is but we have light items that’s perfect for a weight watcher like
you. May I suggest a grilled pompano or lapulapu or would you go for shrimp sinigang
instead?

6. Agree, then build on the disagreement. This method is usually referred to as the “Yes,
but…” method. The idea is to agree with the objection and hereby take the edge off it. The
client or customer will likely be taken by surprise because he expects the attendant or
salesman to disagree.

Using this technique requires skills. The critical point is switching to the rebuttal after the
“Yes, but…” One may want to refute an objection but to make it a win-win situation whereby
the customer does not feel being put down or rejected, it is best to acknowledge or agree first
to the statement then come out with a rebuttal or explanation.

Example: Customer: “Your wines are very expensive”

Captain: “Yes, there are expensive ones and these are imported items and of premium
brand. But they are certainly the best for a man of fine taste like you. Don’t you think so?

When a customer knows that a salesman or server appreciates and understands his
feelings and point of view he mellows and becomes willing to listen to and evaluate options
offered to him.

Price objections can also succumb to the “Yes, but…” treatment.

Customer: These menus are more than I can afford.”

Food attendant: “I understand. But we have a number of price ranges. That’s why I want
you to consider what you will be getting for each price level. Then you can decide which price
you can afford in terms of what will be receiving.”

7. Admit that the objection is valid. There will be times when an objection is perfectly
valid. In such cases the only thing to do is admit it. One who is honest enough to accept
shortcomings wins more respect than one who bluffs or is defensive.

Customer: Your menu package is not suited for a kid’s party.

Salesman: I believe you are right. Children have a different taste and it seems the items
here do not fit into their preferences.

Let me have a kid’s package prepared by our chef and send them to you for your approval.

8. If an objection is about the price, acknowledge the objection but highlight the
special qualities of the product/service to justify the price.
 More often, it is not really the price that people complain about but rather the thought that
the service or product is not worth the price.

Server: “Yes sir. Our steak costs a little higher than in other restaurants but it is certainly
tender and juicy and comes in sizable portion and accompaniments.”

9. Avoid over-reacting. One must learn to relax and control one’s temper even if the
person is shouting at the peak of his voice.

10. If an objection or comment involves a false accusation against the

product, service or company, discreetly refute the accusation without resorting
to put-down or insulting statements. One way of doing this is to cite
some credible testimonials of well known users and also by mentioning the product’s
salability or popularity. This can help top change the biased impression about the product or
service.

Example:

Customer: I’m disappointed with your hainanese chicken. It seems that is not authentically
Japanese.

Server: I respect your opinion Sir. But we receive very favorable comments from our other
customers. In fact our Hainanese chicken is one of our most salable items.

Never dare to argue nor directly prove him wrong, saying something like:

“How dare you say that. We have a Japanese chef who prepares the Hainanese chicken.”

“Of course not. We are one of the most authentic Japanese restaurants.”

11. Document all objections and negative comments of customers in a

logbook. and bring them to attention of all concerned units or persons or present them
during operations meeting.

Negative remarks maybe exaggerated but they certainly call for alarm and must be given
appropriate attention.

HANDLING GUEST COMPLAINTS

1. Approach the complaining customer politely as you say

“Anything I can do for you or May I help you sir?”

2. Listen attentively; let him finish his statement before reacting. if the message is not clear,
confirm or clarify.

“If I got you right sir, are you saying that…”

“I heard you say, the steak is well done, do you mean you ordered something rare or
medium rare?”

3. Get more details:

Guest: Your service is lousy.

Waiter: What exactly went wrong sir?
Could you recall the name of the waiter?
 “What particular dish are you referring to?”
“What is it that you are not happy about our food sir?”

4. Be calm and sober even if the customer is rude or shouting at the peak of his voice. Be
gracious and courteous no matter how irritating the customer is.

5. Be open-minded; accept the facts of his complaints and refrain from being defensive.
Acknowledge guest comments even if he does not seem to be talking sense.

“I see your point sir.” “I understand what you mean.”

“Your comment is well taken sir.”
“I have taken note of your complaint sir.”

6. Accept the customer’s feeling, saying something like:

“I can understand how you feel.”

“I can see how irritated you are and I understand why you feel that way.”

If the guest is very upset, mad or irritated, pacify the guest by saying the magic words
like:

“What can I do to make you feel better?” or

“What can we do to compensate for our deficiency?”

7. Never argue nor disagree or discreetly prove the customer wrong. If the comment is an
unsound accusation, raise your point by using the yes-but technique. Acknowledge his
comments first before presenting your point.

“I can see that you are not satisfied with our Bicol Express. And I respect your comments.
However many of our guests seem to like the recipe our chef has prepared. In fact, this
dish is one of our best sellers.”

8. If service is faulty, apologize.

“I am sorry for what happened.”

9. Settle sensitive matters or problems in private so as not to place the guest in an

embarrassing situation. Example, declined credit card, shortage of cash for payment,
suspended signing privilege, etc.

10.Never pass the buck (blame) on another person or department in an effort to defend
oneself.

11.If the guest is very upset, does not want to accept apologies or is making a fuss out of
petty matters or cannot be pacified, call the supervisor or manager.

A. Should a complaint or request require a delicate decision or action, or a request that

run counter to some business policies like discount or waiving service charge, etc.
refer to the supervisor.

The waiter should tell the guest: “I’m sorry sir but I am not authorized to decide on
this matter, may I refer you to my supervisor?”

B. Take appropriate action immediately and assure the complaining customer that his
concern is being taken seriously and that corrective action shall be taken.
  When the food is spoiled, contaminated with a foreign object or has foul
smell, change it and waive charges for the changed item.
 When the complaint is about the taste of the food that is not acceptable to
the guest, but said item is not spoiled nor contaminated, just acknowledge
and apologize but a change is not necessary.

“I’m sorry about that sir. I’ll take note of your comments and I shall inform the
chef about it. Thank you for your comments.”
 When the customer is exhibiting scandalous behavior like shouting or uttering
provocative statements alert the security officer and get security assistance
especially when violent reactions are already displayed. However, the
security officer must be discreet in dealing with the customer.

Before the security staff take over, the headwaiter must try to pacify the
customer first, get him away from the dining area and talk to him in
private.

C. Show appreciation rather than irritation upon receiving a complaint or negative

remark.

“Thank you sir for bringing this matter to our attention.”

“I have taken note of your comments sir. Thank you for calling our attention. We will
see to it that it won’t happen again.”