FBSCORE4CBLM and Assessment Tool

COMPETENCY-BASED LEARNING MATERIALS
SECTOR: TOURISM
QUALIFICATION: FOOD AND BEVERAGE SERVICE NC II
UNIT OF COMPETENCY: PROVIDE FOOD AND BEVERAGE
SERVICE TO THE GUEST
MODULE TITLE: PROVIDING FOOD AND BEVERAGE SERVICE
TO THE GUEST
PREPARED BY: JELLANE M. SEÑORA
INFOTECH DEVELOPMENT SYSTEMS COLLEGES

Dunao, Ligao City
Food and Beverage Service NC II
COMPETENCY-BASED LEARNING MATERIALS
List of Competencies
No. Unit of Competency Module Title Code
Prepare the dining Preparing the dining

1. room/ restaurant area room/ restaurant area TRS512387
for service for service
Welcome guests and Welcoming the guests

2. take food and beverage and taking food and TRS512388
orders beverage orders
Promote food and Promoting food and

3. TRS512389
beverage products beverage products
Provide food and Providing food and

4. beverage services to beverage services to TRS512390
guests guests
5. Provide Room Service Providing room service TRS512391
Receive and handle Receiving and handling

6. TRS512392
guest concerns guest concerns
Document No
CBLM on Food and Date Developed
Issued by:
July 2016
Beverage Service Page 2 of 161
NC II Developed by: IDSC
JELLANE M.
SEÑORA
HOW TO USE THIS COMPETENCY- BASED LEARNING
MATERIALS
Welcome!
The unit of competency, "Provide Food And Beverage Service To The
Guest", is one of the competencies of Food And Beverage Service NC II, a
course which comprises the knowledge, skills and attitudes required for a
TVET trainer to possess. The module, Providing Food And Beverage
Service To The Guest, contains training materialsand activities related to
identifying learner’s requirements, preparing sessionplan, preparing basic
instructional materials and organizing learning andteaching activities for
you to complete. In this module, you are required to go through a series of
learning activities in order to complete each learning outcome. In each
learning outcome are Information Sheets, Self-Checks, Task Sheets and Job
Sheets. Follow and perform the activities on your own. If you have questions,
do not hesitate to ask for assistance from your facilitator.
Remember to:
Read information sheets and complete the self-checks. Suggested

references are included to supplement the materials provided in this
module.
Perform the Task Sheets and Job Sheets until you are confident that your
outputs conform to the Performance Criteria Checklist that follows the
sheets.
Submit outputs of the Task Sheets and Job Sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall
serve as your portfolio during the Institutional Competency Evaluation.
When you feel confident that you have had sufficient practice, ask your
trainer to evaluate you. The results of your assessment will be recorded in
your Progress Chart and Accomplishment Chart. You must pass the
Institutional Competency Evaluation for this competency before moving to
another competency. A Certificate of Achievement will be awarded to you
after passing the evaluation.
Document No
Issued by:
July 2016
JELLANE M.
SEÑORA
UNIT OF COMPETENCY :PROVIDEFOOD AND BEVERAGE SERVICE
TO GUEST
UNIT CODE : TRS512390
MODULE TITLE : PROVIDING FOOD AND BEVERAGE SERVICE
MODULE DESCRIPTION : This module 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.
NOMINAL DURATION : 40 hours
SUMMARY OF LEARNING OUTCOMES:
At the completion of the module the trainees/students should be able

to:
LO1 Serve food orders

LO2 Assist the diners
LO3 Perform banquet or catering food service
LO4 Serve beverage orders
LO5 Conclude food service and close down dining area
ASSESSMENT CRITERIA:
1. Food orders are picked up and checked according to enterprise

standard.
2. Foods are served according to table assignment in accordance with
enterprise standards and hygiene requirements.
3. Food orders are served according to diners’ preferred serving styles.
4. Dish is described to the guest(s) according to its components and
nutritive value.
5. Sequence of service and meal delivery is monitored in accordance
with enterprise procedures.
7. Additional food and beverage are offered and served according to
order.
8. Condiments and tableware are provided based on the food order.
9. Delays in service are followed up based on enterprise policy.
10. Water, bread, and butter are replenished according to food
enterprise policy.
Attention and care are given to diner(s) with special needs
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JELLANE M.
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11. Banquet service ware are prepared and checked according
to food enterprise policy.
12. Tables and chairs are set up as per instructions of the
Banquet Captain or as per event order form.
13. Table linens are laid out in accordance with food
enterprise procedures.
14. Food is handled and served according to food enterprise
policy.
15. Coordinated service of meal courses is ensured according
to food enterprise policy.
16. Beverage orders are picked up using standard service
tray.
17. Beverage orders are checked for presentation and
appropriate garnishes.
18. Beverage garnishes are checked in accordance with food
enterprise standards.
19. Beverages are served according to enterprise standards of
service.
20. Beverages are served at the right temperature.
21. Wine is opened according to food enterprise procedures.
22. Wine service is carried out in accordance with food
23. Beveragesare served with accompanimentsfollowing food
enterprise standards.
24. Soiled dishes are removed according to enterprise

standards of service.
25. Billings are presented to the diners according to food
enterprise billing procedure.
26. Payment is acknowledged as soon as it is received.
27. Tables are cleared and reset according to food enterprise
procedure.
28. Closing down activities is performed according to food
enterprise procedure
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JELLANE M.
SEÑORA
LO1. SERVE FOOD ORDERS
1. Food orders are picked up and checked according to enterprise

standard.
2. Foods are served according to table assignment in accordance with
enterprise standards and hygiene requirements.
3. Food orders are served according to diners’ preferred serving styles.
4. Dish is described to the guest(s) according to its components and
nutritive value.
5. Sequence of service and meal delivery is monitored in accordance
with enterprise procedures.
CONTENTS:
 Sequence of Service
 Types of Tableware
 Foodservice Styles
 Menu Components
 Serving Techniques
 Food Safety Principles
METHODOLOGIES:
 Lecture-discussion
 AV presentation/film viewing
 Demonstration
 Role play
ASSESSMENT METHODS:
 Simulation/practical test with oral questioning

 Oral or written test
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Learning Experiences
Learning Outcome 1
Serve Food Orders
Learning Activities Special Instructions
Read Information Sheet 4.1-1 in Sequence Make sure to read the information sheet.
of Service
Answer Self-Check 4.1-1 Sequence of Service Answer self-check without looking at the
answer key.
Compare answer using answer key 4.1-1 Take note of the important details especially
to items that you forgot to answer correctly.
Read Information Sheet 4.1-2 in Types of Make sure to read the information sheet.
Table Wares
Answer Self-Check 4.1-2 Types of Table Wares Answer self-check without looking at the
answer key.
Read Information Sheet 4.1-3 in Food Make sure to read the information sheet.
Service Style
Answer Self-Check 4.1-3 Food Service Style Answer self-check without looking at the
answer key.
View multimedia on Food Service Style List the needed steps while viewing the video
Perform Task Sheet 4.1-3on Food Service Style Always wear PPE when performing the task
Rate your own performance using performance Repeat the task if you fail to achieve the task
checklist 3.1-3
Read Information Sheet 4.1-4 in Serving Make sure to read the information sheet.
Techniques
Read Information Sheet 4.1-5 in Food Make sure to read the information sheet.
Safety Principles
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Information Sheet 4.1-1
Sequence of Service
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Discuss the sequence of service
2. Enumerate the sequence of service
3. Demonstrate the sequence of service
In this information sheet, you will learn what is the sequence of service.
SEQUENCE OF SERVICE
Courtesy is one of the most essential aspects of restaurant service, so is a

degree of formality, especially in up market operations. Efforts must be
made to ensure a relaxed and welcoming atmosphere with a warm, friendly
and efficient service provided with politeness.
Sequence of service is referred to as the order in which a waiter provides

service to guests from the time the guest enters the restaurant to the time
he leaves the restaurant.
Preparation to deliver satisfied service begins before the guest steps into the
restaurant with activities like ménage, handling reservation, allocation of
table. Once the guest arrives in the restaurant there is a certain sequence
that is followed to make his/ her meal experience pleasant.
Handling Reservation & Allocation of tables
 Reservations are accepted in fine dining or specialty restaurants;

coffee shop does not accept reservations.
 Following points must be noted down while taking down a reservation

 Name of the guest
 No. of pax o Time of reservation
 Contact number and name of the booker o Any special request/

requirement/ table preference.
 Reservations of the day are discussed during briefing prior to meal

period; allocation of the tables is done at this time.
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 Allocation of table is done prior to arrival of the guest and a note of
the same is made on the reservation register, so that
 The guests can be seated on appropriate table, as per request or

occasion. All restaurant staff is aware of the same, thereby
eliminating confusion and ensuring smooth and professional welcome.
 Ensuring optimum seating levels in the restaurant.
Welcoming a guest
However the restaurant staff may seek spontaneity and friendliness, certain
rituals are a must while welcoming a guest to the restaurant.
 As the guest enters a restaurant, he/ she must be greeted cordially

and must be made to feel comfortable. Usually this task is performed
by the hostess of the restaurant, however, is not just restricted to
her. It is for each and every restaurant staff to see to it that the guest
is greeted within 30 seconds of arriving in the restaurant.
 Guest must be greeted with a clear and affable tone of voice, good
appearance and a smile.
 Every guest must be welcomed with the greeting of the day, i.e. Good
Morning/ Good afternoon/ Good Evening. If the guest is regular then
must be greeted with name, i.e. ‘Good morning Mr. Singh’. Greeting
phrases differ from restaurant to restaurant. In ethnic restaurants,
guest is greeted in the national/ regional greeting.
 Incase the restaurant staff is busy serving other guests, they must
ensure that even though they may not be physically free to welcome
guest, they must acknowledge their presence by a smile or a gesture
to say “We will be with you in a minute”. Never ignore the guests
. • Find out if the guest has a reservation.

 If yes, then escort them to their table and address them by their
name, should they not be satisfied with the table then offer
alternatives.
 If no, then ask them for their preference of table and escort them to
the table.
 Guest should be led to their table, if there is a gesture towards the

table, it must be done with open palm facing upwards rather than
pointing a finger on to the table.
Seating the guest
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 It is guests’ prerogative to choose where they want to sit or where
their host would like them to sit.
 Ladies must be seated first.
Seating the guest on a chair
 Stand straight 9-12” behind the guests’ chair.
 Bring the right foot forward, with the knee touching the wooden
skirting of the seat in the middle.
 Hold the chair from both the hands from the sides of the back.
 Lift the chair about 1’’ from behind and pull it back, ensuring that
there is adequate space for the guests to go between the table and
chair.
 When the guest proceeds to sit down, move the chair slowly towards
the guest, till it is comfortable for the guest and rest the chair of the
floor.
 It must be ensured that the chair is not dragged.
 Seating the guest on a sofa
 If the space is not sufficient for the guests to move in, move the table
outside and place it back in position as soon as the guests have sat
down.
 If the table is heavy then the waiter must ask for assistance from his
colleagues, under no circumstances the guests’ help should be
sought.
 Don’ts while seating a guest
 Seat gents before ladies.
 Rapid movement of chair.
 Incorrect handling of chair.

 Ordering guests where to sit.
 Show irritation due to indecisiveness of guests, as to where to sit.
 If there are empty chairs on the table, the guests are asked if they are
going to be joined by more people. If not then extra covers are
removed.
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 Once the guests are seated, napkin must be unfolded from the left
hand side and placed on guests’ lap without touching the guest and
ensuring that the arm is away from the guests’ face.
Pouring water
 As soon as the guests are seated, waiter must pour water. Guests’
must be asked for their preference of water (regular, mineral, aerated,
spring water)
 While pouring water following points must be kept in mind:
o Regular water poured from a water jug
 Jug should be clean with sufficient water for number of people on the
table.
 Should be cold and room temperature as per guest’s requirement.
 Should be carried on an underliner or with a waiters’ cloth neatly

folded to ensure that the condensed water does not drip on the table.
 Water must be served from right hand side, ladies must be served
first.
 Glasses must only be refilled when they are two-thirds empty
o Mineral water poured from the bottle
 Seal must be opened in front of the guest.
 Should be carried in a cane basket and after pouring can be placed

back on the table.
 However, must be ensured that the service of water is done by the

staff and not be the guests themselves.
 Guests must be checked with, before opening a new bottle.
Order taking
 Aperitif card must be presented to take drink order prior to

presenting food menu.
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 Unless the food has been pre-ordered, as soon as the guests are
seated, they must be presented with the menu card.
Presenting a menu card
 Present individual menu cards to the guests.
 Menu card must be presented from the right hand side, open to the
first page.
 Give 5-7 minutes to the guests to go through the menu.
 Check with the guests if they are ready to place the order, by
inquiring “ May I take your order Sir/ Madam” or “ Are you ready to
place your order Sir/ Madam”?
 Stand straight at a position where it is convenient to talk to the

guests.
 Assist the guest in choosing the best dish on offer, use ‘suggestive
selling’ or ‘up selling’ techniques.
 Take down the order systematically on KOT (Kitchen Order Ticket)
 After taking order, repeat the order.

 Take menu card back from the guests and put it back in place.
 Inform the guests of the approximate time it would take to serve the
food.
Service of Food and Beverage Orders
 Beverages are served first. Always serve beverages from the right of
the guest.
 While the guests are waiting for their meal, bread and butter must be
served immediately.
 Waiting staff must ensure that the same is replenished as soon as it

is over. The guest should not have to ask for it.
 Before serving the food the waiters must ensure that the cover is
appropriate, should it need to be changed then it must be done before
the food comes to the table. This must be done discreetly, ensuring
minimum intrusion and disturbance to guest and with minimum
cluttering.
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 Food order must be announced before the service.
 Sequence of serving guest is as following: o Guest of honor is served

first. o A lady in the party takes precedence over the male guest of
honor.
 o Ladies must be served before Gentlemen. o Older people are served
before younger ones. o Host must be served last.
 Service of food: o Pre-plated service of food must be from the right

hand side. Once the food is placed the covers must be adjusted if the
tableware is disturbed. o Platter to plate or silver service must be
from the left hand side.
 Service of each course should be coordinated in a manner that the

guests do not have to wait for a long time between the courses.
 Guest must be asked whether the food is up to their expectation. It

must not happen that in enthusiasm, 3-4 people go to guest to ask if
‘every thing is alright’! This may irritate the guest and may be an
intrusion in his privacy.
 Water and other food items must be served/ replenished as soon as it

is over.
 Before removing anything from the tale, seek guest’s permission.
Clearance
 Used plates are cleared from the right hand side.
 Plates are cleared after all the guests on the table have finished their
meal. Indication for closing the meal is done by placing knife and fork
together across the plate.
 Clearance is done by right hand and collected on the left hand, by the
‘first plate’ technique.
 Ensure that all the dishes are cleared from the table. Ensure that
that cruet set, butter dish, bread boat, cutlery unused by guest is
removed from the table.
 Do not remove bud vase ashtray and glasses from the table. All dirties
should be taken for dish washing except cruet set, which must be left
on the side station.
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JELLANE M.
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Crumbing
 Crumbing is done to remove spills or crumbs on the table after a

course or after the main course, prior to dessert being served.
 Carried out by a crumbing spade, crumbing brush or on a B&B plate

with a waiters’ cloth and a B&B knife to pick up gravies that might
have fallen on the tablecloth.
 Begin crumbing from the left hand side, holding plate on left hand
just under the tabletop; gently sweep the crumbs on to the plate.
 Open the dessertspoon and dessert fork.
 Bad stains can be covered with a clean white napkin.
Dessert order/ Tea Coffee Order
 Similar procedure as order taking

A waiter can take the opportunity to suggest Liqueurs or and other digestive
as this time.
Presenting check
 Checks must be presented only when asked.
 Waiter must bring the check in a neat and tidy folder.
 Guest comment card should be in the folder.
 A pen must be given along with the check folder.
 When the guest is leaving the folder must be removed very discreetly.
 Tips must never be solicited.
Farewell
 This is as crucial as welcoming the guest.
 Guest must be helped in getting up by pulling out the chair for them.
Should be assisted with coats/ shawls.
 Must be thanked.
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 Must be welcomed again…..” Look forward to welcoming you back to
the restaurant”, “We hope that you visit us soon”
Self- Check No. 4.1-1

Enumeration :
1. Give the 11 steps in sequence of service

2. Give the 5 points that will be noted in taking table reservation
3. Give the 5 Don’t’ in Seating a guest
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ANSWER KEY No. 4.1-1
1. Handling Reservation & Allocation of tables

Welcoming a guest
Seating the guest
Pouring water
Order taking
Service of Food and Beverage orders
Clearance
Crumbing
Dessert order/ Tea Coffee Order
Presenting check
Farewell/Bidding Goodbye
2. Name of the guest

No. of pax
Time of reservation
Contact number
name of the booker
3. Seat gents before ladies.

Rapid movement of chair.
Incorrect handling of chair.
Ordering guests where to sit.
Show irritation due to indecisiveness of guests, as to where
to sit.
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Types of Table Ware
1. Discuss the Different types of Table Ware
2. Enumerate the Different types of Table Ware
Tableware
is the dishes or dishware used for setting a table, serving food and dining. It
includes cutlery, glassware, serving dishes and other useful items for
practical as well as decorative purposes. The quality, nature, variety and
number of objects varies according to culture, religion, number of
diners, cuisine and occasion.
Materials
Dishes are usually made of ceramic materials such

as earthenware, stoneware, faience, bone china or porcelain. However, they
can be made of other materials such as wood ,pewter, silver ,gold,
glass, acrylic and plastic.
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Plates and Bowls
Items of tableware include a variety of plates, bow
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Plates include charger plates as well as specific dinner plates,
lunch plates, dessert plates, salad plates or side plates. Bowls
include those
used for soup,
cereal, pasta,
fruit or dessert.
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Crockery
The type of crockery used by an establishment can vary depending on the
menu items offered, the style of service provided and the required image the
property wishes to create.
Crockery may be ‘badged’ with the name of the venue, or be unbadged.
Traditionally, crockery is white, but many colour options exist that can be
used to blend with a theme.
Standard types of crockery are:
Crockery Chart
Side Plate Cappuccino Set
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Crockery Chart
Fruit Plate Tall Tea Cup
Dessert Plate Stackable Set
Entrée Plate Coffee Set
Main Plate Saucers
Show Plate Tea Pot
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Crockery Chart
Platter Coffee Pot
Soup Bowl Consommé Bowl
Breakfast
Bouillon Cup
Bowl
Cloche/Dome Salad bowl
Salt and Pepper

Soup Tureen
Grinders
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Crockery Chart
Sugar Bowl Sauce Boat
Milk Jug Escargot Plate
Bud Vase Oyster Plate
Glassware
Usually, wine glasses and water glasses are set on tables in the room and it
may be the waiter’s responsibility to do this, ensuring the glassware is clean
of marks, chips, cracks and lipstick.
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Hold up to light and check for water marks.
The restaurant glassware
should be polished before going on to tables. This
is achieved by placing a glass over a bucket of hot
steaming water and then polishing with a lint-free
cloth.
Clean glassware should always be handled by the
stem to avoid finger marks and placed upright on
a tray to be taken to the table for set up.
Many types of glassware exist but it is the responsibility of the bar staff to
determine what is used for which drink.
Glass can be plain or decorated. Variations in glass types are available for:
Beer glasses
Wine glasses – still and sparkling
All-purpose glasses – for soft drink, fruit juice, long

mixed drinks, short mixed drinks, shots, straight
nips/spirits served on ice
Cocktail glasses
Liqueur glasses and fortified wine glasses
Carafes – for the service of house wines to table
Jugs – for beer, soft drink and mixed drinks
Irish coffee/liqueur-spirit coffee mugs.
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Cutlery
A wide range of cutlery can be used in a food and beverage facility: the
following are commonly used items:
Cutlery Chart
Large Knife Large Spoon. –

– Main Serving.
course.
Small Medium Spoon –

Knife – Desserts and
Entrée pasta.
course,
buttering,
pâté,
cheese and
fruit.
Steak Soup Spoon

Knife – (round) – Soup.
Steak.
Fish Knife Small Spoon (tea)

– Fish (and – Teas, coffee,
some prawn cocktails,
seafood ice cream, sugar
items) and coupes and
lifting sorbets.
delicate
items.
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Cutlery Chart
Cheese Parfait Spoon

Knife. (long handle) –
Desserts and ice
cream.
Carving Escargot Tongs –

Knife – Snails.
Slicing
roast and
cutting
large
items.
Bread Lobster Picks –

Knife – Lobster/crayfish.
Slicing
bread and
rolls.
Large Fork Lobster Cracker –

– Main Lobster/crayfish/
course and
serving
Small Fork Gateau Slice –

– Entree, Cakes and flans
pasta,
salad,
dessert
and fruit.
Fish Fork – Ladle – Soup and

Oysters sauces
and prawn
cocktails.
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Cutlery Chart
Long
Pronged
Fork –
Snails
(Escargot).
Salt and pepper shakers
Before each shift, salt and pepper shakers must be checked to ensure they
are clean and filled appropriately.
Blocked holes should be unblocked.
This can be done with a toothpick.
The exterior of the shakers must be clean, and
the tops free from residual salt or pepper. A
few uncooked rice grains are sometimes
added to salt shakers to absorb any moisture
that may get into the salt.
Check the tops of the shakers are firmly in
place as some customers take delight in
loosening to the extent that the next person who uses them will find the top
comes off and their meal is covered in salt or pepper!
Table Napkins
Linen napkins or paper serviettes are commonly used in food outlets.
Remember that napkins cost money, so they should be handled and treated
with this in mind.
There are a number of different napkin folds
commonly found including:
Cone
Envelope
Bishop’s Hat (also called Mitre)
Fan
Opera House
Sail.
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It is important that you can fold serviettes as required, because folding
serviettes is an activity that can be done during quiet periods.
There may also be times when you have functions for 300 – 400 people, and
all staff may be asked to help fold serviettes.
Enumeration:
1. Give the different types of table ware
2. Give at least 3 example of Glassware’s
3. Give at least 3 example of Crockeries
4. Give at least 3 example of Cutleries
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ANSWER KEY No 4.1-2
1. Crockery
Glassware
Cutlery
Table Napkin
Salt and Pepper Shaker
2. Beer Glass
Wine Glass
All-purpose Glass
3. Show Plate
Soup Tureen
Entrée
Fish Plate
4. Fish Fork
Fish Knife
Escargot
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Food Service Style
1. Discuss the different food service style
2. Enumerate the different food service style
3. Demonstrate different food service style
In this category, the guest enters in the area and is seated. Menu lists are
given or displayed for orders.
The orders are been taken by waiter/waitress. Then the service is done
using a laid cover on the table. The
following are types of service come under this category:
1. American / pre-plated service
2. English Service
3. French service or Guèridon / Butler
4. Silver service
5. Russian service
6. Snack bar or Counter service
American Service or Plate Service
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What is American Service?
1. It is the fastest. Least labor-intensive service style.

2. It is the most commonly used, and can vary from somewhat formal to
casual dining.
3. Less formal than the three services (French, Russian and English)
4. Most prevalent service used in restaurant
5. Food is dished up on individual plate kitchen
What are the Advantages of American Service?
1. It save time and assures that

hot food is hot and cold food is cold.
2. The space required for such
service is minimized.
3. Many Chefs welcome American
Service.
American/Plate Service:
1. The American service is a pre‐plated service, which

means that the food is served into the guest's plate in
the kitchen itself and brought to the guest.
2. The kitchen predetermines the portion and the
accompaniments served with the dish and then
balance the entire presentation in terms of nutrition
and color.
3. This type of service is commonly used in a coffee
shop where service is required to be fast.
4. The preparation of food is completed in the kitchen except for salad, the
bread and butter and brought to the guest ensuring fast service.
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5. American Service or Plated Service –
is preferred by the chef, it allows them
to show their creativity by organizing
individual food items in an eye catching
and appealing style.
6. American Service- can be
personalized according to situation
such as breakfast, lunch and dinner
service.
7. The service requires only one server
to serve the meal but with an experienced serving skills.
8. Table setting for breakfast, lunch differs from dinner setting. For
instance, breakfast and lunch are simple meals and employ the use of
limited service ware, whereas dinner includes more food courses and more
service wares.
9. At least 15 covers are placed on the table for a dinner but not more than
25.
10. Number of flatware could vary according to menu but not more than 3
on either side, they are brought before serving the food.
11. In American Service – Coffee is sometimes served with the meal. Some
fine dining Restaurant do not allow placing the coffee cups & saucer during
the table setting. These items are usually placed on the table just before
serving the coffee.
Service Procedure :
1. Serve food at the right side of the guest

2. Serve drinks at the right side of the
guest
3. Bread & butter at the left side of the
guest
4. Servers clear the table and collect
soiled dishes course by course at the
right side of the guest. Sometimes
servers need to crumb the table before
serving the dessert.
Banquet Service
• Four Styles of banquet service

– Standing Buffet
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– Passed-Items function
– Seated Buffet
– Seat Banquet
• Buffet
– Meal service where food is set out on

tables a guests help themselves
• Standing Buffet
– Designed for people to
socialize
– Foods served are finger food
– Beverage service provided
– Few or no tables or chairs
– Popular for cocktail parties
and receptions
• Passed-Items Function
– Designed for people to socialize
– Servers walk around with food and beverages on trays
– Food served
– Few or no tables or chairs
– Popular for cocktail parties and receptions
• Seated Buffet
– Tables and chairs are set
– Guests serve themselves from buffet table
– Servers clear dirty dishes
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– Server may serve beverages
• Seated Banquet
– Tables and chairs are set
– Servers serve all parts of the meal
– Everyone eats at the same time
– American or Plated Service for the Meal
–
Family Service or English Service
1. The most basic level of table service is called family service or English
service.
2. It originated in the home and is used mainly in family restaurants or
coffee shops.
3. All the food is put in dishes and bowls in the kitchen by the food
production staff and placed in the center of the dining table by the
service staff.
4. The guests serve themselves from dishes and bowls of food placed in
the center of the table by the service staff.
English Service
1. Food fully cooked in the kitchen
2. Plates pre-set
3. Host serves soup and passes bowls around the table.
4. Host carves entrée, plates it and passes around the table.
5. Side Dishes passed around for guests to serve themselves
6. FAMILY STYLE – All foods placed on the table in large serving dishes
and guests help themselves.
English Service
1. foods are place on platters

2. -heated plates are brought from the kitchen and placed before the
host or hostess at the head of the table
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3. -the host or the hostess carved the meat and dishes up the entry on
individual plates
4. -hands the plate to the waiter standing to the left and serves the guest
of honor and all other guest
5. -sauces and side dishes and vegetables are on the table to be passed
by the guests
6. Often referred to as the "Host Service" because the host plays an
active role in the service.
7. Food is brought on platters by the waiter and is shown to the host for
approval.
8. The waiter then places the platters on the tables.
9. The host either portions the food onto the guest plates directly or
portions the food and allows the waiter to serve.
10. For replenishment of guest food the waiter may then take the
dishes around for guests to help themselves or be served by the
waiter.
Silver Service
1. The table is set for hors d'oeuvres, soup, main courses and sweet dish
in sterling silverware.
2. The food is portioned into silver platters at the kitchen itself, which
are placed at the sideboard with burners or hot plates to keep the food
warm in the restaurant. Plates are placed before the guest.
3. The waiter then picks the platter from the hot plate and presents the
dish to the host for approval.
4. He serves each guest using a service spoon and fork. All food is
presented in silver dishes with elaborate dressing
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French Service
• Called Tableside or Gueridon
Service
• Food is prepared, finished, or
carved at the table
– Gueridon
– Rechaud
• Involves lots of employees

• MaitreD’Hotel or Captain
• Chef De Rang: Front
Waiter
• Commis De Rang: Back Waiter
• Sommelier – Wine Steward
Rules of Service
 Serve and clear food from the right with the right hand, except bread
and butter and salad
French Service
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1. It is a very personalized service.
2. Food is brought from the kitchen to the dining room on a heavy silver
plate and placed on a cart called gueridon
3. Food is cooked and completed at a side table in front of a guest
4. A small stove called rechaud is used to keep the food warm
5. Food is completed by cooking, deboning, slicing and garnishing and
serve to the guest on a heated plate
6. -Employs two servers working together
7. All food is served and cleared from the right except bread and butter
and salad to the left of the guest
8. Finger bowl of warm with rise petals or lemon slice in them is served
with all finger foods at the end of the meal
9. A finger bowls is set on a doily or a small plate called underliner
ROLES OF WAITER
chef de rang is the principal server who seats the guest when the captain
waiter is absent. He presents the checks for payment
-commis de rang
-takes the order from the chef de rang to the kitchen
- picks up the food and carries it to the dining room as dished up by the
chef de rang.
-clears the dishes
-stands ready to assist whenever necessary
-guest receivers a great deal of attention
-service is elegant
-fewer guest maybe served
-more space is necessary for the service
-many highly professionals are required
-service is time consuming
French Service Sequence
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1. Amuse Bouche
2. Appetizer or Soup
3. Fish course
4. Sorbet
5. Entrée
6. Salad or Cheese
7. Dessert
8. Coffee / after-dinner drinks
9. Mignardises ( Mignard- small sweet tidbits )
FRENCH SERVICE
– Advantages
• Personalized service
• Showy, entertaining, elegant
• High check average
– Disadvantages
• Very expensive high labor and capital costs
• Time-consuming/ low turnover
• Fire Hazards
GuèridonService
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1. This is a service where a dish comes partially prepared from the
kitchen to be completed in the restaurant by the waiter or, when a
complete meal is cooked at the tableside in the restaurant.
2. The cooking is done on a gueridon trolley, which is a mobile trolley
with a gas cylinder and burners.
3. The waiter plays a prominent part, as he is required to fillet, carve,
flambé and prepare the food with showmanship.
4. The waiter has to have considerable dexterity and skill
Russian Service
– Also called Platter or Flying service
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– Food is put on platters in the kitchen and served to the guests
from the platters.
Definition of Russian Service
1. Russian service is a style of food service in which certain dishes, such

as roast beef, are carved in the kitchen and then reassembled as if
whole to speed service during a banquet.
2. Russian service which is mostly used for banquets is less showy than
French service, but it is quicker and no less elegant.
3. Speed replaces showmanship, though there is skill involved.
4. The main goal of Russian or Platter service is to assure that the guest
receives fully cooked, hot food served in a swift and tasteful fashion.
5. It is especially expedient for banquets or wherever it is necessary to
serve many people attractively presented food quickly but without
sacrificing elegance and personal touch.
1. In Russian service all food is fully cooked and artfully arranged and
garnished on large platters in the kitchen.
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2. With the server’s right hand, empty plates are set – in from guest’s
right, beginning with the first woman seated at the hosts left. The
servers move clockwise around the table.
3. . The platters of food are carried to the dining room by a server and
presented around the dining table.
4. The servers then begin with the first woman seated at the host’s right,
display the food from the left, and serve the desired portion. The
servers transfer the food from platter to guest’s plate by the skilful
manipulation of fork on the top of spoon. The servers then continuous
around the table counter clockwise. Sauces and garnishes are served
either by that same waiter or by another one following right behind.
5. The platter is held in the left and the food is served with the right
hand. Note that service and setting – in are done from the opposites
sides of the guest, as compared with French and other style of service.
Even though the entire meal may not be served in the Russian service
style it remains common for waiters to use Russian service to place
bread on guest’s plates.
ADVANTAGES OF RUSSIAN SERVICE

1. Personalized service
2. Grand style
3. Entertaining
4. Guests may choose portion size
5. Guest may choose quantity of sauces
6. Server can exhibit skills
7. Staff requirement and skill are decreased
8. Faster than frenchservics
9. Fully cooked hot food served at the table quickly
DISADVANTAGES OF RUSSIAN SERVICE

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1. Requires space in between chairs for wide platters
2. Require skilled and physical capable servers
3. Less portion control and may run out of items
4. Food can become cold and ragged while serving
5. Dangers of spilling soups and sauces
6. Capital investment in silver platter
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• Service à la russe (French, literally "service in the Russian style") is a
manner of dining that involves courses being brought to the table
sequentially.
• It contrasts with service à la française ("service in the French style"),
in which all the food is brought out at once in an impressive, but often
impractical, display. The Russian Ambassador Alexander Kurakin is
credited with bringing Service à la russe to France in the early 19th
century, and it later caught on in England. This is now the style in
which most modern restaurants serve food (with some significant
modifications).
PLACE SETTING AND SERVICE ORDER

1. For the most correct service à la russe, the following must be
observed:
2. The place setting (called a cover) for each guest includes a service
plate, all the necessary cutlery except those required for dessert, and
stemmed glasses for water, wines and champagne.
3. Atop the service plate is a rolled napkin, and atop that is the place
card. Above the plate is a saltcellar, nut dish, and a menu.
4. The cutlery to the right of the service plate are, from the outside in,
the oyster fork resting in the bowl of the soup spoon, the fish knife,
the meat knife and the salad knife (or fruit knife).
5. 4. On the left, from the outside in, are the fish fork, the meat fork and
a salad fork (or fruit fork). (If both a salad and a fruit course are
served, the necessary extra flatware must be brought out on a platter,
as it is bad form to have more than three knives or forks on the table
at once, the oyster fork excepted.)
6. Guests are seated according to their place cards and immediately
remove their napkins and place them in their laps. Another view
maintains that the napkin is only removed after the host/hostess has
removed his or hers. In the same manner, the host/hostess is first to
begin eating, and guests follow.
7. Then the oyster plate is placed atop the service plate. Once that is
cleared the soup plate replaces it. After the soup course is finished,
both the soup plate and service plate are removed from the table, and
a heated plate is put in their place. (The rule is as such: a filled plate
is always replaced with an empty one, and no place goes without a
plate until just before the dessert course.)
8. The fish and meat courses are always served from platters, because
in correct service a filled plate is never placed before a guest, as this
would indirectly dictate how much food the guest is to eat.
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9. Directly before dessert everything is removed from the place settings
except the wine and water glasses. Crumbs are cleared now.
FORMAL DINING
In formal dining, a full course dinner can consist of five, seven, eight, ten or
twelve courses, and, in its extreme form, has been known to have twenty-
one courses. In these more formalized dining events, the courses are
carefully planned to complement each other gastronomically. The courses
are smaller and spread out over a long evening, up to three, four or five
hours, and follow conventions of menu planning that have been established
over many years.
Most courses (excluding some light courses such as sorbets) in the most
formal full course dinners are usually accompanied by ("paired with") a
different wine, liqueur, or other spirit; today, craft beers and sakes are
increasingly being integrated into the pairings.
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Assisted service
Customer served part of the meal at a table and is required to obtain part
through self-service (for example in a carvery-type operation)
A carvery is a restaurant where cooked meat is freshly sliced to order for
customers, sometimes offering unlimited servings for a fixed price. The term
is most commonly used in the U.K. Ireland and Australia , but it is also
found in the U.S.
Assisted Service
In this type of category, the guest enters in the dining area and helps
himself to the food, either from a buffet counter or he may get served partly
at table by waiter/ess and he collects any extras he needs from the counter.
Eating may be done on either at table, standing or in lounge area/ banquet
hall.
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Self-service
• The customer is required to help him or herself from a buffet or
counter
• Counters can be:
– Straight line counter with payment point at end
– Free-flow - customers move at will to random service points
– Echelon – series of counters at angles to save space
– Supermarket - Island service points within a free-flow area
Cafeteria Service
• This service exists normally in industrial canteens, colleges, hospitals
or hotel cafeterias.
• To facilitate quick service, the menu is fixed and is displayed on large
boards.
• The guest may have to buy coupons in advance, present them to the
counter waiter who then serves the desired item.
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Single point service
• The customer orders, pays and receives the food and beverages at a
counter:
– At take away; fast food; drive thru; kiosk; food court, vending
machine
– At a bar in licensed premises
In this category, the guest orders, pays for his order and gets served all at a
single point. There may be
may not be any dinning area or seats.
The different types are:
1. Take away service
2. Vending
3. Kiosk
4. Food court
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Take Away: Customer orders and is served from single point, at counter,
hatch or snack stand; customer consumes off the premises.
Food Court: series of autonomous counters where customers may either
order and eat or buy from a number of counters and eat in separate eating
area, or take‐away.
Kiosks: Outstation to provide service for peak demand or in specific location
(may be open for
customers to order or used for dispensing only)
Specialized Service
• The food and beverage is taken to where the customer is.
• Includes: tray service in hospitals, hotels or aircraft, trolley service,
home delivery, lounge service, room service and drive-in
• A) Grill Room Service: In this form of service various meats are
grilled in front of the guest. The meats may be displayed behind a
glass partition or well decorated counter so that the guest can select
his exact cut of meat. The food comes pre‐plated.
• B) Tray service: Method of service of whole or part of meal on tray
to customer in situ, e.g. hospitals aircraft or railway catering.
• C) Trolley service: Method of service of food and beverages form
trolley, away from dining areas, e.g. for
• office workers, in aircraft or on trains.
• D) Home‐ Delivery: Food delivered to customer’s home or place of
work, e.g. Pizza home delivery or Meal on wheels etc.
• E) Lounge Service: Service of variety of foods & beverages in lounge
area
Snack bar service
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Room Service
It implies serving of food and beverage in guest rooms of hotels. Small orders
are served in trays. Major meals are taken to the room on trolleys. The guest
places his order with the room service order taker. There are 3(three) types
of Room service:
1. Centralized room service
2. De-centralized room service
3. Mobile room service
Centralized room service: Here all the food orders are processed
from the main kitchen and sent to the rooms by a common team of
waiters.
Decentralized room service: Each floor or a set of floor may have
separate pantries to service them. Orders are taken at a central point
by order‐takers who in turn convey the order to the respective pantry.
Mobile Pantries/ room service:
Some hotels have pantries installed in service elevators. Orders are
received by a central point that convey it to the mobile pantry. The
pantry has to just switch on the floor and give instant service. For the
sake of information, in countries, which have a shortage of manpower,
large hotels install mechanized dispensing units in rooms. The guest
inserts the necessary value of coins into the machine, which will eject
pre-prepared food and beverages for guest consumption.
Guide for serving
1. Silver serve food from the left

2. Serve platter to plate from left
3. Serve plated foods from the right
4. Serve all beverages from the right
5. Clear from the right
6. Bread service to the left side of the guest to side plate.
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Guide for general working
 Use trays
 Separate tasks of:
 serving at table
 food/drink collection
 sideboard/workstation clearing
 Use checklists for tasks required for clearing after service
SEQUENCE OF TABLE SERVICE
(A LA CARTE SERVICE)
1. Welcome/greeting the guests

2. Escorting guests to their tables
3. Seating the guests
4. Offering Before – Dinner Drinks
5. Serving of Drinks/water
6. Presenting the Menu and Taking the Order
7. Placing order to the kitchen
8. Completing the table set-up
9. Picking up/ assembling the order
10. Serving food according to standard Sequence
11. 1st - Bread and Butter
12. 2nd - Appetizers
13. 3rd - Soup
14. 4th - Salad
15. 5th - Main Course
16. Clearing of Table after every finished Course
17. Offering and serving dessert
18. Offering/Serving after-Dinner Drinks/Coffee
19. Preparing/Setting of Guest Check
20. Bidding Good-bye and thanking the
Guest………………………………………….All staff
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SEQUENCE OF DINING SERVICE – A LA CARTE
FINE DINING WITH WINE SERVICE
1. Welcoming / greeting the guests
2. Offering Before-Dinner Drinks (aperitifs)
3. Serving or Bread and butter
4. Presenting the menu
5. Serving before-dinner drinks (aperitifs)
6. Taking of food order
7. Placing/picking up food orders
8. Taking wine order
9. Completing the table-set-up
10. Clearing of aperitif glasses
11. Presenting and serving white wine
12. Serving appetizers, then soup
13. Cleaning of soiled dishes
14. Presenting and serving red wine
15. Serving the main course and side salad
16. Refilling red wine glass
17. Clearing red wine glass
18. Clearing soiled dishes, crumbing down of tables
19. Offering and serving dessert
20. Offering sweet cherries/sweet champagne
21. Offering/serving coffee and liqueurs
22. Presenting and setting the bill
23. Bidding goodbye/thanking the
guest……………………………………………….. All staff
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Enumeration:
1. Give the Different Types of Food Service
2. Give the Different Types of Room Service
3. Give the 6 guide of Serving
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Answer Key No. 4.1-3
1. Table Service
English Service
American Service
Russian Service
French Service
Assisted Service
Buffet Service
Self Service
Cafeteria Service
Room Service
2. Centralized room service
De-centralized room service
Mobile room service
3. Silver serve food from the left
Serve platter to plate from left
Serve plated foods from the right
Serve all beverages from the right
Clear from the right
Bread service to the left side of the guest to side plate.
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TASK SHEET 4.1-3
Title:Food Service Style
Performance Objective: Given required supplies and materials you

should be able to:
1.Demonstrate the procedures on Food Service Style in a Russian
Service
2. Identify the tools and equipment used for Russian Service
Supplies/Materials : Glass wares, dinner ware, silver ware,

centerpiece, table napkin, cup and saucer , water pitcher, food cover
Equipment : Tray
Steps/Procedure:
1. Ask your trainer to provide you with needed materials.
2. Demonstrate Full Russian Service
3. Show it to your trainer for the evaluation.
Assessment Method:
Observation
Interview
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Performance Criteria Checklist 4.1-3
CRITERIA
YES NO
Did you….
1. Identify the necessary tools and equipment for
Russian Service?
2. Observe the proper sequence in Russian service?
3. Observe cleanliness and smooth flow of service?
4. Complete the task in appropriate time?
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Menu Components
1. Discuss the menu components
2. Enumerate the menu components
What is Menu?
It is a detailed list of food and beverage offerings with their respective prices. It is
prepared by a food and beverage service businesses to keep the customers
informed about the availability of various F&B items.
A good menu must −
 Present clear, unambiguous information.

 Adhere to food safety and nutrition policies of the business.
 Meet or outstrip guests’ expectations.
 Meet the quality standards of the business.
 Be truthful in describing the taste and preparations.
 Be strictly going with the production and service facilities of the business.
Restaurant Menu Preparation
The restaurant menu should be planned well by considering various aspects of the
food outlet. There are myriad menus available right from breakfast, lunch, small
bites, up to dinner. The following information is gathered before planning food and
beverage menu for a commercial kitchen.
 What kind of food outlet is it? (Vintage, Contemporary, Modern, Theme,

Bar, and more)
 What is the name of the outlet?
 What is the expanse of food items, their accompaniments, and beverages
the owner wishes to keep?
 Which information needs elaboration for food and beverages?
 What tone of language is required? (formal/informal)
 What types of names and category headings would best suit for the food
and beverage items?
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 What design, images, colors, and typeface would look best for the menu?
 Are the graphic details relevant to the food outlet theme?
 How large should the menu be on paper?
These days, numerous apps such as MenuPro, FineDine, MenuExpress, InnMenu,

and more are readily available to create catchy and engaging menus. A good menu
design is a treat for eyes that drive the guests to place orders.
Depending upon the expanse of physical outlet and service, and the variety of food
and beverages it offers, the menu design and details change.
Menu Planning
This is the selection of menu in advance for an upcoming event. Menu planning
plays an important role in customer satisfaction.
Menu planning is beneficial in the following areas −
 Purchasing of essential material in advance.

 Pricing of the food.
 Guiding the food preparation.
 Evaluating the dietary needs.
 Evaluating the food in terms of necessary improvements.
The menu must be planned such that it goes well with the theme of the F&B outlet
and it must be a good bargain for food price and dietary value.
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The courses of meal around the world vary in number from as small as just one to
as wide as 17, in case of a traditional French meal. The courses are divided
according to what food one eats. There are different food profiles according to the
country’s culture and customs. Generally, there are at least three courses of a meal
−
Starter
In this course, a welcoming appetizer that induces hunger is given to the guests.
Also, the guests can prefer soups accompanied with the bite-size savory snacks as
side orders in this course.
Main Course
During this course, main dishes with vegetables or meats accompanied with rice
and breads are served. In some cultures, such as Indian, the main dish is
accompanied with salads.
Dessert
This course signals the end of meal and is usually had with a cup of coffee.
Salads form an important part of diet in France. A typical French meal has an
addition of Salad Course. It is often accompanied by other courses such as Fish
Course and Cheese Course. There are cultures where people prefer to take one dish
meal with no elaborate and distinguished courses of food.
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Serving Techniques
1. Discuss the serving techniques
2. Enumerate the serving techniques
One of the most important skills a waiter can master is the art of
carrying plates.
There are two methods to choose from and proficiency in using either
method can only be gained in the same way as gaining competency in
carrying a drinks tray – practice, practice, practice.
Plate carrying techniques

Two Plate Carrying
Hold the first plate between your

thumb, index finger and the middle
finger.
Place the second plate above the first

plate, supporting it by your fourth
finger, your little finger and the base of
your thumb and forearm. A third plate
can be carried in the right hand.
Three Plate Carrying
Hold the first plate between your

thumb, index finger and the middle
finger.
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Place the second plate into the crease
of the palm of your left hand under the
edge of the first plate, supporting it by
your ring and little fingers.
Carry the third plate on the flat of your

forearm and rim of the second plate. A
fourth plate can be carried in the right
hand.
SERVICE TECHNIQUES
Serving of Food with One Hand
This service technique is used only for platter service and

involves the so-called long grip. In the long grip, the utensils are held
in the right hand. Hold the spoon between the index and middle
fingers and the fork between the index finger and the thumb. The
curves of the spoon and fork should align. Gently slide the spoon
under the item to be served, so that it is held between the fork and
spoon. Remove your index finger, apply light pressure to the fork,
and lift.
Serving of Food with Both Hands
This technique is used when working at a side table or a

buffet. When serving with both hands, hold the spoon in your right
hand and the fork in your left hand. If the food is prepared in a
sauce, always scrape the bottom of the spoon with the fork, to
prevent drips and to keep the plate you are preparing clean and
neat.
Arranging Food on the Plates
To the uninitiated, it might seem very simple to arrange food

nicely on a plate. Actually, in a refined service, food is arranged
according to particular rules that are followed the world over. Meat is
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always placed at the lower part of the plate. Sauces are served
separately in a sauce boat, or they are served to the left of the meat
or fish. When a dish is cooked in a sauce, such as a curry or stews,
the sauce is served over the meat. Compound, or flavored, butters,
such as d’hote or d'hotel butter or herb butter, are placed directly on
the meat. Side dishes are arranged to achieve color harmony. A
piece of cake or pie should be served with the point facing toward
the guest. Plates with a logo or other graphic decoration should be
arranged so that the decoration is placed in front of the guest. Plates
should never appear overloaded; the rims must always be free of
food and without drip smears. Hot food is always served on hot
plates; cold food, on cold plates.
Pouring Beverages
Hold glasses by the foot or stem only, to avoid fingerprints.

Glasses are always placed to the right of the guest with the right
hand. If the glass has a logo, it should face the guest. Beverages are
always poured from the right side of the guest. When serving heavy
red wines that have been decanted or are in a wine basket, hold the
glass, slightly slanted, on the table with left hand and slowly pour out
the wine with the right hand, so that the wine sediment is not
disturbed. A bottle of wine is first presented to the host. Then the
bottle is opened, and a small amount is poured out for the host. After
the host approves, the guests are served first and the host's glass
last.
Sequence of Clearing
When an aperitif has been served, the empty glasses are

cleared only after the wine is served. If a white wine is served with
the appetizer, the empty glasses are removed only after the red wine
has been poured. The red-wine glasses are cleared after the coffee
or after-dinner drinks are served. When guests are smoking, ash
trays are always changed before a new course is served. After the
guests have finished the main course, any platters or serving dishes
on the table are removed first. Then the dinner plates are cleared
along with the flatware. Finally, any smaller plates, bread plates, and
finger bowls are removed. Before dessert is served, the table is
totally cleared, except for flowers or other decorations.
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Food Safety Principles
1. Discuss the food safety principles
2. Enumerate the food safety principles
The Basic Principles of Food Safety

Every food Establishment uses, processes, and sells food in different ways.
However, the general issues and key principles of food safety remain the
same, whatever the style of the operation. All food safety training programs
should contain the “big three” factors that could cause food to become
unsafe. Food must be kept out of harm’s way from human errors, but if you
don’t train food workers what they are, they won’t know why these factors
are so important to your operation. The basics can make us or break us in
one or maybe two food handling mistakes.
Those basic three principles that we must train all managers and food
workers about are:
• Personal Hygiene for Food Professionals
• Time & Temperature Control
• Cross-contamination Prevention
Professional Personal Hygiene
It’s not all common sense to everyone. Food workers must observe the
highest possible standards of personal hygiene to make certain that food
does not become contaminated by pathogenic microorganisms, physical or
chemical hazards. High standards of personal hygiene also play an
important part in creating a good public image, as well as protecting food.
Handwashing, fingernails, food worker illness policy (including exclusion of
ill workers, cuts, burns, bandages, etc.), hair, uniforms, glove use, jewelry,
personal cleanliness, or unsanitary habits such as eating, drinking,
smoking, or spitting are all parts of defining personal hygiene standards.
Poor handwashing is one of the leading causes of foodborne illness.
“Active Hand Hygiene” is a concept that really helps. There is a benefit to
writing down standard operating procedures for the correct handwashing
method / safe hands procedure to follow when each crewmember is trained
about this crucial expectation in your facility (i.e., 20 second handwash,
when to wash, if using a nailbrush, type of soap, hand sanitizer, which glove
or utensil for which ready-to-eat food task, etc.). Who monitors the process
and how do you measure compliance on handwashing? These are questions
best answered in writing for your individual operation.
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Time & Temperature Control of Foods
We can reduce bacterial growth in potentially hazardous foods by limiting
the time food is in the danger zone (140° F to 41° F) during any steps of the
food flow from receiving through service. The FDA Food Code
recommendation no more than a cumulative 4 hours in the danger zone.
Use a calibrated thermometer to chart time and temperature based upon
your menu for: cold holding (41° F), hot holding (140° F), cooking (based on
the food), reheating (165° F), and cooling. Rapid cooling of hot foods
(leftovers) orfoods cooked several hours advance of service is a special
challenge, which allows a six hour two stage cooling method (140° F to 70° F
in 2 hours and 70° F to 41° F in 4 hours).
Cross-contamination Prevention
This is simply the transfer of harmful microorganisms or substances to food
and covers a multitude of potential food handling errors in all stages of food
flow. Cross contamination can occur at any time. The three routes: 1) food
to food, 2) hands to food, or 3) equipment to food. Ready-to-eat foods must
receive the most care to prevent contamination.
Food Safety Policy
Food service is frequently dealing with employee turnover, so the job of
training staff on professional hygiene, time/temperature, and cross-
contamination control is never ending. These three issues contain lots of
separate categories or steps to help keep the foodborne bugs at bay. An
overall “food safety policy” statement is a good idea to start with for all staff
that focuses on the group’s responsibility to help control these three issues.
It’s up to each person in charge to help the crew individually understand
their responsibility for food safety that is appropriate in their specific food
handling tasks. Active managerial control means supervisors must monitor
the crew’s adherence to your policy, make corrective actions, and set the
example.
The bottom line is that food safety is not just a matter of making your
facility look clean – you’ve heard the phrase “so clean you could eat off the
floor”. Sanitation is important, but do we really want to eat food off the floor
anyway? No! The real mistakes can happen at any step in the flow of food
through your facility from receiving, storage, preparation, cooking, holding,
cooling, reheating, or serving. So pay attention to training, practicing, and
controlling the basics of food safety in your facility.
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Contamination is a term you will hear in all food outlets. This means that
safe food has become spoiled because of how it was handled, prepared or
stored.
Follow hygiene procedures
Anybody who works with food or drinks must follow the highest possible
personal hygiene standards. This is one of the easiest and effective ways of
making certain that food or drink does not become contaminated by bacteria
(germs), physical objects (broken glass, band aid) or chemical hazards.
Ensure personal hygiene meets required standards at the beginning of
and during each shift
Personal hygiene plays an important part in creating a good public image, as
well as protecting the safety of our guests.
At all times, you must be aware that the human body harbours germs and
bacteria. Apart from this, you work closely with customers and other
members of staff. If you look crisp, clean and smart the customer will know
that you carry that pride through to the way the premises is kept. Listed
below are ways to make sure you meet the highest standards of personal
hygiene:
 Take daily showers
 Wear clean clothes daily
 Have clean and neat hair
 Have short, clean finger nails
 Clean your teeth regularly and ensure they are in
good condition
 Keep any open cuts or wounds covered while at
work by using a waterproof cover over a bandage
 Do not smoke near food and beverage preparation areas
 Wash hands on a regular basis.
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Ensure hands are washed when required
Washing your hands on a regular basis is the most effective way to reduce
hygiene risks in the workplace. It is essential that staff wash their hands
after eating, smoking, handling garbage, handling a handkerchief or tissue
or using the bathroom.
Hand Washing Technique
1. Rinse hands under hot water. Wet all surfaces.
DO NOT USE food or beverage preparation sinks to wash

hands.
2. Use an anti-bacterial liquid soap from a dispenser.
DO NOT USE a bar of soap as it can spread bacteria and

re-contaminate hands.
3. Lather up your hands and scrub them palm to palm.
4. Interlace your fingers while you continue to rub your

palms together.
5. Continue to lather your hands by rubbing your palms

over the back of each hand.
6. Rub the tips of your fingers, on each hand, into your

palms.
7. Scrub your thumbs well.
8. Clean your wrists.
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Hand Washing Technique
9. Rinse your hands with hot water.
10. Dry with paper towel or hot air dryer.
DO NOT USE cloth towel as it holds bacteria which can

re-contaminate hands.
11. Use the paper towel to turn off the tap.
Ensure uniform is cleaned regularly and that protective clothing is worn as

required
Uniforms
Wearing a clean uniform is not only hygienic but also
provides an image of professionalism to the customer.
Wearing a clean uniform is a must for all staff and
many outlets supply and clean uniforms for staff. There
is nothing more distracting for the customer than
seeing a staff member who not only looks but smells
unclean. If a staff member cannot keep themselves and
their uniform clean, it leads customers to believe that
food and beverage is also kept in an unclean and
unhygienic manner.
All aspects of your uniform must be given attention
including hats, jackets, shirts, blouses, socks, and shoes and any other
uniform requirements.
As a basic minimum requirement staff are required to wear a clean uniform
for each day of work.
Protective clothing
For any service staff involved in any aspect of food preparation a wide
variety of protective clothing is worn including hats, glasses, masks, hair
nets, aprons, neck scarves and gloves.
This protective clothing is designed and worn by staff for two key reasons:
 Improve staff safety and reduce injury
 Keep food and beverage clear from hygienic risks
Gloves
Gloves are commonly worn in most food preparation and service areas.
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Use different coloured gloves in different areas. Do not move from the toilet
section to the kitchen or rooms using the same gloves.
 Gloves used for cleaning specific areas are kept for that area only
 Always wear gloves when cleaning to avoid spreading or catching disease.
 Do not handle food and money with the same gloves.
1. Handle food according to food safety program
In Section 3 of this manual a number of food safety practices were detailed.

This section will explore how to handle and dispose of used items in the
appropriate manner.
Dispose of leftover food according to hygiene regulations and enterprise
practice
Throughout the dining session and at the end of trade you may be required
to dispose of leftover food used during service.
Correctly disposing of these items helps to maintain food safety and the
operational effectiveness of the property
Whenever food handlers handle rubbish, it is a legal requirement that they
wash their hands properly before handling food or food items/utensils
again.
Hygiene regulations
In terms the requirements of safe food
handling no food or beverages that are
returned from a guest can be re-used. They
must all be thrown out.
Food that is left over in terms of portion
controlled butters, sugar etc. can be re-used
providing the package has not been damaged,
it looks presentable and (for high risk food) has not been stored in the
Temperature Danger Zone for longer than 4 hours.
Butters and dairy products must be stored under refrigeration at 5ºC or
below.
Proprietary sauces in the bottle can also be re-used providing the bottle,
neck and cap are cleaned.
Salt and pepper in shakers can also be re-used.
Left over food
The kitchen will be responsible for dealing with left over food. That is, food
that has been displayed for sale but which has not been served.
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It is perfectly legal to re-use left over food provided the appropriate safe food
handling practices are followed.
Your role may include returning these items, from bain maries or buffet
tables, to the kitchen for processing.
The basics in relation to dealing safely with left over foods are:
 No high risk foods can be re-used if they have spent 4 hours or more in
the temperature Danger Zone (5ºC – 60ºC). High risk foods are foods that
are high in protein and include all meats, poultry, seafood and dairy
products
 Foods that are left over must be covered, labelled and refrigerated and
kept refrigerated until next required for service
 Leftover food should be used first at the next service session – stock
rotation is important
 Leftover food that is to be served hot should be re-heated prior to service
to 75ºC for one minute
 Where any doubt exists about the safety of the food that is left over, it
should be discarded.
Enterprise requirements
Each property will have its own procedures and requirements for dealing
with leftovers and disposables.
Options include:
 Throwing out all leftover food. Some properties have a
standing rule that requires all leftover food to be
disposed of
 Allowing staff to eat items that are left over. Some
properties may allow staff to take leftover food home
with them but this should not be expected. Check
with your supervisor first
 Requiring high cost items to be stored for later use
but allowing low-cost items to be thrown out. This may mean that meat
dishes are saved while vegetables are discarded
 Separating disposables from food waste.
2. Maintain the workplace in a clean and tidy
Whilst the first and last sections of this manual focus on cleaning a food and
beverage outlet at the start and the end of service, it is important that any
outlet remains clean throughout service. Whist this may seem hard to
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achieve, especially when times are busy and customers have many requests
which must be handled immediately, it is essential that dirty objects and
areas are cleaned in a timely manner.
This is not only important from a hygienic point of view, but also from a
customer service perspective.
Organizational policies and procedures will highlight the correct steps in
cleaning each outlet and explain how to keep your workplace free of clutter
or conditions that allow bacteria and vermin to thrive. Management and
staff must:
 Regularly clean and maintain the premises
 Control pests and vermin
 Implement a daily cleaning schedule
 Maintain and clean equipment (making sure
any equipment used for storing or holding
hot or cold food is kept at the required
temperature)
 Maintain food or beverage preparation and service areas at the highest
standard of hygiene
 Follow correct food storage procedures
 Follow correct garbage removal procedures
 Follow your workplace ‘no smoking’ requirements
 Do not smoke in food preparation and storage areas.
Cleaning
You may or may not be required to clean dishes or glasses that have been
used as part of the service process. There is a
wide variation between premises in this regard.
Some businesses will simply ask you to carry the
used items back to either the kitchen or bar and
off-load them. Another staff member will handle
things from there.
Some premises will require you to off-load them and empty glasses (of ice,
slices of lemon, decorations, remaining liquid etc.), and clear plates into a
bin or waste disposal unit.
Other properties will require you to undertake the entire cleaning process for
crockery, cutlery, glassware etc.
Glasses and glassware
The basic procedure is to use a glass washing machine with the procedure
being:
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 Empty glasses and other glass items of all
contents
 Load the glasses into a glass washing tray –
they have to be put in upside down
 Wash the glasses in the machine when
required or when the trays are full. Use the
wash cycle preferred by the establishment
 Take the glasses out of the machine and
either allow to air dry or hand-polish according to house requirements
 Put the clean glassware in their nominated storage areas ready for use.
Points to note regarding the glass washing machine are:
 The correct wash cycle is chosen – where options exist
 No slices of lemon etc. are allowed to block up the plug hole in the glass
washing machine
 The temperature of the water being used is a minimum of 70ºC
 The machine is being supplied with the appropriate glass washing
detergent, appropriately diluted (where applicable).
Crockery and cutlery
Most premises use a dish washing machine to wash crockery and cutlery
and machine-specific training should be provided to you on the job.
The basic cleaning procedure is:
 Remove visible food debris, for example, scrape
the plates
 Rinse with warm water to remove loose dirt
 Wash with a detergent
 Rinse again to remove the detergent and debris
 Apply a sanitiser. Sanitisers are chemicals
designed to kill bacteria
 Rinse to remove the sanitiser
 Allow to air dry.
Air drying is the preferred option as it eliminates using a cloth to dry
surfaces, which may inadvertently introduce bacteria to the surface that has
just been cleaned and sanitised.
The procedure for washing eating utensils and dishes by machine is as
follows:
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 Scrape and rinse items prior to stacking in trays. Use the right racks for
the right items
 Wash for a minimum of 60 seconds at a temperature between 66°C and
71°C
 Rinse for a minimum of 10 seconds at a temperature of at least 77°C.
In some circumstances there will be no dishwashing machine. This is
common in small businesses, and it is quite legal to use a double bowl sink
providing certain requirements are observed.
When using a double bowl sink to wash eating utensils and dishes:
 One bowl must contain water at 45°C and detergent, for washing
 One bowl must contain clean water at a minimum of 77°C for sanitising
 Sanitising must involve soaking the items for a minimum of 3 minutes –
it is not acceptable to just run hot water over items to remove the suds
 A thermometer must be on hand to check water temperature.
Items must once again be left to air dry, which means draining and leaving
to dry while hot. Tea towels must not be used.
Operators must make sure that detergents and sanitisers are diluted
according to manufacturer’s recommendations, and that all other
manufacturer’s advice is adhered to.
If you are not sure how to use the dishwasher where you work, or not sure
about what detergent to use for what job, or how much to dilute it – ask!
Disposing of Disposables
Disposables are ‘single use’ items.
These are items intended for one use only, after which they cannot be re-
used and must be discarded.
Disposables may be used as part of eat-in
dining but are more prevalent where take
away food sales occur.
Examples of disposable items include:
 Plastic cutlery
 Drinking straws
 Paper serviettes
 Containers for serving take away food such as aluminium foil and plastic
containers, take away coffee, milk shake and other drink containers and
pizza boxes. The lids to any take away containers are also included.
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Dispose of recyclable items
Many properties have adopted policies that enable them to become
environmentally responsible.
The basis for these policies revolves around the need to:
 Reduce - asking people to generate less waste
 Re-use - encouraging the use of a product more than once before it is
discarded
 Recycle - suggesting that products can be re-made into something else.
These policies can apply not only to food and beverage items but to all waste
produced by the venue.
In relation to actual food and beverages there is little that can be done in the
way of recycling. These are usually disposed in the ‘normal’ way used by the
property to get rid of its waste.
In some cases soft food scraps may be put through a waste disposal unit to
reduce space occupied.
However, it is the treatment of materials used to
supply raw ingredients to the property where the
concept of recycling arises.
The activities of ‘Re-use’ and ‘Reduce’ fall outside
the aim of this unit, but ‘recycling’ involves the
sorting and disposal of waste, and sometimes its
cleaning prior to separation and recycling.
Current waste management practices include the sorting of waste into the
following categories in order to facilitate recycling:
 Paper – cardboard, newspapers and cardboard containers
 Plastic – soft drink, milk, juice and cordial bottles and packaging, bags
 Glass – bottles (clear, green and amber), jars and clear sauce bottles
 Steel cans – food cans and aerosol cans
 Aluminium – cans and foil
 Food waste – unusable waste scraps, trimmings and plate waste.
As a general rule, items for recycling should be cleaned (washed or rinsed)
and flattened ready for collection. Each category of recyclable waste should
be stored in a separate container for ease of pick-up, and to promote ease of
processing.
Premises should always check with their local council to identify any local
requirements that might apply.
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Disposing of cleaning chemicals
As environmental considerations have become increasingly important, so too
has concern over the disposal of chemicals gained in
significance.
There will be a need to dispose of cleaning chemicals
when:
 Chemicals have become dated
 Containers have lost their labels and you don’t know
what’s inside – rather than guessing at what it is and
risk using it inappropriately and unsafely
 You decide to discontinue using a certain product.
This disposal of chemicals must be done safely and
according to safe environmental practices – this means:
 Cleaning chemicals must not be poured down the sink or gully trap
 Cleaning chemicals must not be thrown out with normal rubbish.
1. Comply with workplace measures to prevent pests entering the

premises
Contamination of food and beverage is a common concern for any food and
beverage outlet and is a very serious issue.
Not only can it lead to potential deadly illness for customers, it can also
result in large compensation claims, loss of business and reputation and
unnecessary stress for all concerned.
The good news is that hygiene risks can easily be eliminated and controlled
by establishing and following straightforward and easy hygienic practices.
Identify bacterial and other contamination food-based hygiene risks
Direct and indirect contamination
The results of food contamination can be very distressing for anyone who
has experienced it. Where and how can contamination occur?
Food becomes contaminated either:
 Directly – by coming into direct contact with another bacteria
contaminated food item
 Indirectly – the bacteria is transferred to the food via equipment such as
knives or processors, cutting boards, food handlers or cutting boards
that have come into direct contact with the contamination (insects,
animals, birds, rodents, dust, refuse and waste food).
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Identify hygiene risks presented by inappropriate storage of foods
Most food contamination occurs when food is exposed to potential
contaminants located outside the food packaging
including temperature, dust, dirt, air and dirty surfaces.
Most organizations require any food delivery, whether
arriving at the loading docks, kitchens or outlets, to be
stored in a timely manner. Not only does this reduce the
risk of theft but ensures food is kept and maintained in a
clean area at the right temperature.
Identify hygiene risks presented by poor cleaning practices

Personal hygiene and cleaning
Common causes of contamination include:
 Staff who did not maintain appropriate levels
of personal hygiene by wearing dirty clothes,
wearing jewellery, having dirty and long
finger nails, letting their hair get dirty and
not tying hair back
 Staff who did not wash their hands before touching food, after using the
bathroom, touching their bodies or smoking
 Staff who coughed or sneezed while preparing or serving food
 Staff who prepared or served food while sick with gastric or any
contagious disease, such as severe flu or hepatitis.
Cleaning of work area
Many staff perform cleaning duties as part of their position. However quite
often the cleaning methods used are not sufficient enough to clean food
preparation, cooking and display areas to a standard that eliminates food
contamination.
Common causes of contamination due to poor cleaning of work area include:
 Cleaning with dirty cloths
 Cleaning with inappropriate cleaning agents
 Cleaning method not appropriate
 Not all surfaces are cleaned properly.
Identify hygiene risks presented by vermin and pests
Vermin and pests may include insects, animals, birds, rodents. In brief,
vermin and pests cannot cause contamination if they do not come in contact
with food.
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Therefore it is a requirement that food is kept in secure locations when not
being sold such as in fridges, freezers and dry storage areas. In these areas
is it important to ensure:
 Surfaces are clean
 Food is kept of the floor
 Doors are closed.
Quite often food is displayed in open areas within
an outdoor food and beverage outlet. In these
cases food must be covered utilizing a variety of
coverings including:
 Plastic or foil wrap and covered containers
 Fly covers
 Display cabinets.
2. Identify and report indicators of pest

presence
All food establishments and facilities must be

maintained and operated so as to prevent the
entrance and harborage of vermin.
All food outlets face three chief pest concerns:
 Insects – cockroaches, flies
 Stored product pests – weevils
 Rodents – rats and mice.
Under no curcumstances is it acceptable that vermin are present in a food
and beverage establishment.
Vermin are strictly illegal in all areas of the establishment, which includes
the kitchen, food or equipment storage rooms, restrooms, employee locker
and break rooms, customer service and seating areas, trash storage areas
and exterior premises.
Dangers of vermin
They're illegal not because they are unsightly, but mainly because they are
known carriers of numerous dangerous diseases causing microorganisms
that can be transmitted to your food and food contact surfaces, potentially
causing a serious food poisoning. They also contaminate the food with their
hair, faecal droppings, urine, saliva, body parts and general filth.
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All types of food facilities, even the newest, nicest, most expensive, elegant
restaurant can become infested with vermin. It is fairly common because a
restaurant especially, is an ideal environment for cockroaches, rats, mice,
flies and other vermin and pests to thrive in.
Identifying vermin
Vermin in a food facility is a very serious problem and a public health
danger, and should be immediately reported to management.
Common signs that vermin are present include:
 Visual sighting of creatures
 Sighting of droppings
 Bite marks or holes in food and beverage items or packages.
Controlling vermin
This manual has identified many food and beverage
handling practices which go a long way to
preventing vermin from becoming a major problem
in a food and beverage establishment.
There are a number of ways in which vermin can be
controlled including:
 Good sanitation practices
 Rodent and insect proofing
 Extermination and insecticide treatment.
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LO2. ASSIST THE DINERS
1. Additional food and beverage are offered and served according to

order.
2. Condiments and tableware are provided based on the food order.
3. Delays in service are followed up based on enterprise policy.
4. Water, bread, and butter are replenished according to food
enterprise policy.
5. Attention and care are given to diner(s) with special needs.
CONTENTS:
 Assisting the Guests During Meals

 Serving Diners with Special Needs
 Condiments
 Complimentary Foods
METHODOLOGIES:
 Demonstration
 Role play
ASSESSMENT METHODS:

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Learning Outcome 2
Assist the Dinners
Read Information Sheet 4.2-1 in Make sure to read the information

Assisting the Guests During Meals sheet.

Serving Diners with Special Needs sheet.

Condiments sheet.
Complimentary Foods sheet.
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Assisting the Guests During Meals
1. Discuss the assisting the guest during meals
Time is important when serving guests, and you can save time by
minimizing steps whenever possible. Never walk back to the kitchen
empty-handed. Take dirty dishes back to the kitchen on your way to
pick up food. Have a tray stand available when you come out with
your next course. By cutting down the time spent in serving guests,
you not only increase the number of people you can serve but also
improve your efficiency. An increase in the number of guests served
and faster service increases your tips.
MAINTAINING FOOD QUALITY
Serve hot foods hot and cold foods cold. Pick up and serve foods in the order
that will maintain this temperature quality. For example, when serving
several tables, pick up salads first and hot soups or cold ice cream last on
the same tray. Likewise, serve the hot soup or cold ice cream first and the
salad last.
ATTENDING TO GUESTS
Thereisnoexcuseforignoringaguest.Allowlittledelaybetweencourses,andkeep
youreyeontheguestsasyouserveothersinyourstation.Guestsindicatetheyneed
youbyalook,gesture,orremark,andyoushouldrespondpromptlytotheirneeds.
Special attention should be given after you have served the entrée. When
the guests begin to eat the main course, check back to be sure that all
entrées are as ordered, satisfactory, and complete. Mistakes can be
remedied easily at this time,
andtheguestwillnotbeangryordissatisfied.Theendofamealistoolatetoadjust a
complaint. Replenish rolls, water, and coffee quietly. Give guests an
appropriate
amountofattention.Bewareofgivingtoomuchattentionbyhoveringoverguests,
monopolizing the conversation, and constantly interrupting.
GIVING SPECIAL AMENITIES
Guests often want to take home food that they ordered but were unable to
finish eating. The restaurant will provide plastic bags, Styrofoam boxes,
white cartons, or
someothertypeofcontainerforthispurpose.Theservershouldremovetheguest’s
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plate to a sidestand or kitchen to box the uneaten portion for the guest.
Write the
P1: JYS c05 JWBK260/Dahmer July 17, 2008 13:44 Printer: Malloy
Lithographers
Handling Unusual Circumstances
name of the food item and date on top of the container for the guest.
Another option is to give guests the containers so they can box remaining
food themselves. Another service is to present a mint to each guest at the
table when you bring
thecheck.Somerestaurantsmayinsteadpresentacomplimentarybiscotti,fortun
e cookie, after-dinner wine, chocolate, or some other form of appreciation for
the guest’s patronage. Many restaurants give a free dessert to patrons who
have a birthday or anniversary. Servers may even gather around the guest(s)
of honor and sing an appropriate celebration song.
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Serving Diners with Special Needs
1. Discuss serving diners with special needs
HANDLING GUESTS WITH SPECIAL NEEDS
Occasionally, servers encounter guests who have special needs, such as
guests who are very young, disabled, foreign-born, or intoxicated.
Very Young Guests
If your assigned party of guests includes a young child, suggest a high chair
or booster seat, if appropriate. Place the high chair at the table out of the
aisle. Do not attempt to secure the child in the high chair or booster seat
yourself. It is the parent’s responsibility to be sure the child is secured so
that the child will not fall out and sustain an injury. Treat the child as an
important person. Be patient and pleasant, and assist the parents in making
the child comfortable. Without being obvious, move the sugar, salt, pepper,
and breakable items out of the child’s reach. Some restaurants have
children’s menus; however, never take a child’s order without consulting the
parents. Do not fill glasses too full. Use low dessert dishes and tumblers or
covered plastic glasses instead of stemmed glassware. Parents appreciate
extra napkins, bibs, novelty placemats, crayons, and other favors for the
children (Figure 5-5). Bring small children some food, such as breadsticks or
crackers, as soon as possible, because they are not patient. Cheerfully warm
Dining with Children:

When dining out with children, parents appreciate favors, crayons and
paper, children’s placemats, crackers, children’s meals, and covered drink
containers to make the experience more enjoyable. Photo by S. Dahmer
infant’s bottle when asked, but return it warmed to the parent, not the child,
so the parent can test it for a safe temperature. Children can cause
accidents if they are allowed to run around the dining room. If children are
playing in the aisles or disturbing other guests, suggest to the parents that
they keep the children at the table to prevent injury to the children.
Disabled Guests
Occasionally, a person who is disabled comes into a restaurant alone. A
disabled person is one who has a physical or mental impairment or
challenge as a result of conditions that are congenital or acquired by
heredity, accident, injury, advanced age, or illness. Be attentive to his or her
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needs. The guest will tell you how he or she would like to be helped.
Understanding the disability and assisting him or her properly and
discreetly helps the guest enjoy the meal. For example:
A person who is visually disabled needs a lot of attention, but be careful not
to be offensively oversolicitous. Hang up the guest’s coat and belongings and
gently lead the guest to a seat. Discreetly move barriers to the area he or she
requests.Quietlyaskwhetheryoumayacquainttheguestwiththemenu.Then
lettheguestselectthemeal—theguestwillselecteasilyhandleditems.Assistthe
guestwiththesaladbar.Donotfillglassesorcupstoofull.Asyouserve,inform the
guest where the food and beverage items are being placed and whether a
plate itself is hot.
Apersonwhoishearingimpairedmaybeabletogiveyouanorderverballylike any
other guest. Some, however, prefer to write out or point to their choices. Be
alert to the fact that people who are hearing impaired speak with hand
movements. If you are concerned about an accident, gently touch the person
on the right or left shoulder to indicate that you are serving from that side.
Apersonwhoismentallydisabledmayormaynotbeabletocommunicate their
needsdependingontheirparticularchallenges.Somementallydisabledpeople
will have family or staff with them to help them order and pay. Others will
be able to handle the order and payment themselves. Be attentive and
patient and assist them as needed.
Serving the Visually Impaired, Handicapped and Elderly
Every guest must be treated with the same level of dignity and service
quality not withstanding any handicap, visible or not, that they may have.
These groups have their very own needs that must be attended to in order to
execute a high level of service standards. In many cases, restaurants are ill-
prepared to assist these groups of individuals and it is imperative that
individual servers can “step up to the plate.” Here are a few ideas that can
be implemented and which, if done nicely and with respect, can generate
increased sales and obviously, tips. Many of the concepts noted below apply
to all three groups and some to specific ones.
Menus
Guests with visual impairments and elderly guests may have difficulty
reading a standard restaurant menu. For those restaurants that have
fancier menus, it may be prudent to develop a few menus that have very
large black print (e.g. 1/2 inch to 3/4 inch) and a white or off-white
background so that the menu is easier to read. Furthermore, a restaurant
may find a benefit to having a flashlight on hand to better illuminate the
menu for those with failing eyesight.
Three percent of the visually impaired population in Canada has the ability
to read Braille. For help in preparing a Braille menu, you can contact your
local Institute for the Blind for assistance. Having a Braille menu available
allows those who are visually impaired and read Braille to have a feeling of
being welcomed.
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Finally, a great server will offer assistance in getting through the menu. If
the service staff offers to read the menu to the guest or inquires as to what
the guest enjoys, then the server can make multiple recommendations as to
what the offerings are in the category the person is interested in. When
servers are reading the menu to a visually impaired person, you should ask
them if they would like you to sit with them for a minute to assist (while I
think sitting with guest is very unprofessional — in this case it may make
the guest feel less conspicuous).
Escorting to the table
The visually impaired, handicapped and elderly are people going out for a
dining experience — effort should be made to provide them with a good table
in the heart of the action and not an outof-the-way corner, unless it is asked
for. There are few issues that revolve around wheel chairs as far as space is
concerned and seeing-eye dogs are trained to curl up in a ball under the
table (Note: eye dogs are allowed in all restaurants and bars in Canada
under national, provincial and municipal legislation). As a result everyone
can be seated everywhere.
The only exception to this concept is that elderly guests generally do like
quieter spots, especially in busy and loud restaurants. When seating an
elderly guest that you think may have an issue with noise or music, ask
them and seat them in an appropriatearea.
In cases of visually impaired guests who are not escorted by a sighted
person, the host should offer them their elbow to hold while they are being
escorted. Tell the person that you are about to seat them, tell them they can
take your arm and touch the back of their hand with the arm you are
offering — they will find your elbow. Walk them directly to their table,
remembering that they will need room between you and the other obstacles
in the dining room (e.g. tables, chairs, guests, servers, stuff on floors) and
you must inform them of everything in their way. You must also remember
that they are visually impaired yet can walk at a normal pace. When you get
to the table tell them you are there, take their hand and place it on the back
of the chair. Tell them if the chair has an arm so they feel for it before they
sit on it.
When seating a visually impaired person ask them if you can tell them a
little about the dining room and where the facilities are. If they say yes, then
tell them first what is on the table, then what is around them, and finally
where the washroom facilities and host stand are, along with providing a
quick review of the room’s atmosphere.
Helping with coats
While it is always a nice gesture to assist any guest with their coat on a cold
or wet day, it is important to assist those with disabilities and the elderly.
When the guest is at the table or about to sit down, offer to take their coat to
a hanger or closet, telling them you will bring it back after the meal is done.
If someone says yes, try your best to assist them in taking off the coat and
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hold it for them while they add their scarf, gloves and so forth. When they
are done and seated, take the coat to where it is to be stored and bring back
a “coat check” to the table, or at least return to the table to advise them
where their coat is.
Serving visually impaired
When serving the visually impaired you must take the time and make the
effort to be considerate of their needs. If you adapt yourself for this group,
you will be more considerate of all other groups with special needs. For
example, the visually impaired person may have no idea when the server is
at the table and not. Let them know when you arrive, when you are leaving
and, if there are more guests at the table, try and let them know you are
directing questions to them. When you deliver their food or clear their plate,
let them know what you are about to do — before you do it. Also when
presenting food, let the guest know what is where (e.g. “Your steak is
directly in front of you on the plate, the mashed potatoes are at the top right
and the vegetables are on the top left of the plate. The vegetables include cut
asparagus, carrots and grilled zucchini”).
Presenting the check
Some visually impaired and elderly guests may not be able to read a guest
cheque. If this is the case, you should ask them if they need help reading
the check. If they say yes, read them the bill total, outline the taxes and tell
them the final amount owed.
Saying good-bye
These groups of individuals may need a little extra assistance when leaving
the restaurant. You can offer such assistance by asking them if you can get
their coat, helping them on with it and escorting them through the dining
room. Moving a table out of the way or holding a chair is also helpful, as is
carrying a bag or doggie bag for them, as they move toward the door.
Where this assistance may not turn into a tip right away, it will show the
guest that you care, are interested in their well-being and they will return. If
they experience the same care and attention when they come back, they will
return more often, and, as a result, you will benefit along with the
restaurant owner.
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Condiments
1. Discuss Condiments
2. Enumerate the different kinds of condiments
Condiment
is a spice, sauce, or, preparation that is added to food to impart a

particular flavor, to enhance its flavor, or in some cultures, to
complement the dish. The term originally described pickled or
preserved foods, but has shifted meaning over time.
Many condiments are available packaged in single-serving packets,
like mustard or ketchup, particularly when supplied with take-out or
fast-food meals. They are usually applied by the diner, but are
sometimes added prior to serving; for example, in a sandwich made
with ketchup, mustard or mayonnaise. Some condiments are used
during cooking to add flavor or texture to the food; barbecue sauce,
compound butter, teriyaki sauce, soy sauce, and marmite are
examples.
Condiments were known in Ancient Rome, Ancient India, Ancient

Greece and Ancient China, and were often used to improve the taste of
spoiling food; before food preservation techniques were widespread,
pungent spices and condiments were used to make the food more
palatable. The Romans made the condiments garum and liquamen by
crushing the meat of various fish and fermenting it in salt [clarify],
leading to a flourishing condiment industry. Apicius, a cookbook
based on 4th and 5th century cuisine, contains a section based solely
on condiments.
The Basics
 Ketchup, mustard,
mayonnaise and relishes are
popular condiments used for hot
dogs and hamburgers. Sour cream
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and guacamole are condiments most associated with tacos and nacho
chips, while different types of dressings add the finishing touches to
salads. In addition, tartar sauce is a popular condiment used for
adding flavor to fish sticks and fried fillets.
Other Sauces
 Steak and barbecue sauces and marinades are a popular topper for
grilling steaks and other meats. Dijon mustard can be used as a
condiment for sandwiches and also as an ingredient for honey
mustard salad dressing. Worcestershire and Tabasco sauces are
common condiments for foodies who enjoy a little tasty kick in their
meals.
International Condiments
 Hummus is a popular staple in Mediterranean cuisine. It may be used

as a dip for bread, along with olive oil. Soy sauce is used to enhance
foods in Asian cuisines. Miso is a condiment that is used in Japanese
dishes, especially in soup. It has the consistency of a thick paste that
dissolves when stirred in hot broth. Miso has a potent concentration
of sodium, so as little as one teaspoon is enough to season an entire
dish or pot of soup. Wasabi is another common Japanese condiment,
most often used with sushi and sashimi dishes. Wasabi is a green
spread that is stronger than the American horseradish sauce.
Gravy
 Gravy is commonly used on meat-based dishes as well as on mashed

potatoes. Gravy is a thick liquid-based condiment made by mixing
flour, a splash of milk, and different flavors of stock, including
chicken, turkey, beef and vegetable.
Herbs & Spices
 Garlic, ginger, pickled ginger, green onion and mint are herbs that can
be used as condiments by themselves or mixed with other sauce-
based condiments.
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Spice condiments include salt, black, white and chili peppers. Cumin,
coriander, cinnamon and nutmeg are also spice condiments that
provide added flavor to foods. Curry powder is a spice condiment that
is used in Indian cuisines.

Complimentary Food
1. Discuss complimentary food
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2. Enumerate different types of complimentary foods
LO3. PERFORM BANQUET OR CATERING FOOD SERVICE

1. Banquet service ware are prepared and checked according to food
enterprise policy.
2. Tables and chairs are set up as per instructions of the Banquet
Captain or as per event order form.
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3. Table linens are laid out in accordance with food enterprise
procedures.
4. Food is handled and served according to food enterprise policy.
5. Coordinated service of meal courses is ensured according to food
enterprise policy.
6. Assigned areas are kept clean in accordance with food enterprise
standards.
7. Tables are cleared according to food enterprise procedures.
8. Dishes are stacked for dishwashing according to food enterprise
procedures.
9. Banquet and catering food service is documented according to food
CONTENTS:
 Banquet Function/On or Off Premise Catering
 Duties and Responsibilities Of Banquet Service Staff
 Banquet Event Order
 Food Safety
 Food Enterprise Standards, Procedures and Policies
METHODOLOGIES:
 Demonstration
 Role play
ASSESSMENT METHODS:
Learning Outcome 3
PERFORM BANQUET OR CATERING FOOD SERVICE
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Assisting the Guests During Meals sheet.

Serving Diners with Special Needs sheet.

Condiments sheet.
Complimentary Foods sheet.

Banquet Function/On or Off Premise Catering
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1. Discuss the banquet function
Introduction
Depending on the type of function or event that is being held, there may be a
number of other requirements, besides the meals themselves that need to be
arranged.
Naturally each event of function will be different and depending on whether
the event is held indoors, outdoors or at an external location, the level and
complexity of requirements of preferences will differ.
This section will explore some common requirements and preferences that
need to be considered and arranged by a hospitality provider.
Types of requirements / preferences
Some common requirements and preferences may include, but not limited
to:
 Function rooms – these may be varied but can include small rooms
through to large exhibition and banqueting halls
 Outdoor and off site catering – this will be discussed in more detail in
this section
 Marquee hire – important when holding events outside
 Transportation – to move infrastructure, food and beverage or customers
themselves
 Decorations – basic items such as candles and flowers through to
elaborate themes
 Specialist staff as required depending on the nature of the function –
including translators, Technical IT and lighting experts, security
 Bands and entertainers – these are quite
common at events such as weddings and parties
 Accommodation
 Special requests – these could be endless to suit
the needs of each function.
Outdoor and off site catering
Many events are held outdoors as they provide a unique experience which
takes advantage of natural beauty and creates a special ambiance which
cannot be found indoors.
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Given that events can be conducted in any location, there are infrastructure
needs that need to be considered, especially events that are conducted in
remote, new or outdoor locations.
When events are conducted in established hotels
infrastructure to support events is already in place,
so these do not need a great deal of consideration,
planning or organising.
Infrastructure requirements can be expected to vary
widely between venues/sites and depending on the
size, scope and nature of the event.
Whilst they seem to be less exciting aspects of an
event to organise, they are absolutely essential parts of an event.
Outdoor event considerations
There are some initial questions that you can consider that may help with
the planning of outdoor events and the infrastructure required. These
questions include:
 Will you be serving food, beverage or alcohol at your event?
 Will you need infrastructure including tables, chairs, stage, grounds
keeping, toilets etc
 Will you need a tent, sheltered or enclosed
space?
 Will you need to utilize a sound system? Will
you need production services to support your
event including LCD screens, microphones,
speakers, amplifiers etc
 Will you sell merchandise at the event?
 Is the event open to the public? Will children be
present without their parents?
 Will you need security?
 Will you require transportation, traffic and parking support?
 Will you be showing a film or having entertainment?
 Will you be selling tickets for your event?
 Do you have a backup plan for inclement weather?
 Will a permit or special license be required
 Will there be local council restrictions that apply in relation to what can
be sold or supplied, food standards, hours of operation etc?
Types of infrastructure requirements
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Whilst there are endless types of infrastructure requirements, some common
ones include:
Power and water supply
Most events need some power or water supply. This is used for:
 Lighting
 Emergency Lighting
 Toilets
 Cooking and cleaning
 Equipment.
 Food and beverage equipment

There is no doubt that with many outdoor events the provision of food and
beverage is a necessity. With the provision of food and beverage comes the
need for equipment including:
 Cooking equipment – ovens, stoves, microwaves, shelving, washing
stations, preparation and service tables to name but a few
 Beverage equipment – fridges, freezers (also used for food), blenders, ice
machines, beer kegs and mechanisms to name a few.
Tables, chairs and related items
If food and beverage is to be served, there will no doubt be the need for
tables, chairs, crockery, cutlery, glassware, candles, service stations and
service equipment.
Environmental control
It is important that the holding of an event does not cause damage to the
environment or become a disturbance to local residents. Therefore measures
must be put in place when managing:
This includes:
 Air conditioning
 Sound
 Lighting
 Privacy
 Fencing and security
 Screening from public gaze/access.
Toilets
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Toilet facilities are an essential part of every event. Care must be given to the
set up, management and removal of facilities and human waste.
Emergency services
As part of a contingency program, adequate thought must be given to the
use of emergency services.
These services can include:
 Fire
 Medical
 Police
 First Aid kits.
Car and coach parking
It is unlikely that guests will arrive to an event on
foot, therefore consideration must be paid to
access to parking of vehicles.
Thought must also be given to the integration with other transport options,
including public transport systems.
Disabled access
Special thought must be given to access to various event locations for
disabled patrons. This might include the need for dedicated parking areas,
ramps or designated seating areas.
Signage
Signage is an essential part of an event which not only identifies an event
and the key attraction locations, but also provides vital information in
relation to toilets, medical facilities, exits, policies and procedures and event
information.
Signage and other arrangements must also consider the needs of people who
may have language difficulties or barriers.
Waste management
At every event some element of waste will build up. It is important that plans
are put into place for the storage and removal of waste from a venue
location.
It is important to have cleaning services, grounds keeping functions, waste
bins and recycling containers.
Animals and insects

Whether it be spiders, flies, mosquitos, baboons or other animals and
insects it is wise to prepare for them. It may be a case of supplying repellent,
citronella candles through to spraying or having fly covers for food.
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Weather considerations
If an event is to be held outdoors, considerations and contingencies must be
made in the event of rain, extreme sunshine, heat or inclement weather.
This could be the need for:
 Tents
 Marquees / pavilions
 Side screens
 Indoor venue as an alternative
 Rain equipment or clothing – in the event of gold
events where the whole location cannot be
covered
 Air-conditioners – in the event of hot weather
 Portable heaters – in the event of cold weather
 Sunscreen
 Additional water.
Entertainment infrastructure
In many outdoor events and festivals some form of entertainment may be
arranged ranging from a speaker to make announcements through to
elaborate rock concert settings.
This equipment is often sourced by specialist
providers or by companies who conduct the
complete set up and breakdown.
Equipment can include:
 Staging
 Lighting
 Fireworks
 Speakers
 Flood lights
 Electrical wiring and provision
 Back stage areas and portable rooms
 Seating for the audience.
Use of external providers
Some functions or events may require you to use the services of third party,
external businesses to source items and services needed to ensure the
successful running of a function.
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These external suppliers can vary enormously depending
on the type and scale of the function and may include:
 Florists
 Photographers
 Party Hire companies – for trestles, extra crockery,
cutlery, glassware, chair covers, seating, decorations
 Entertainers – bands, disc jockeys, solo performers etc
 Suppliers of rental technical equipment for audio and
visual needs
 Printers – for personalised stationary, menus, signage
and decoration needs
 Security agencies – for extra security staff
 Employment agencies – for additional waiting,
bar, service and cooking staff
 Business support services – such as
interpreters, translators, secretarial support
 Transportation – including chauffers,
limousines, private cars or buses for tours
 Clowns and animals.
4.5 Error! Reference source not found.

Introduction
There are a number of resources that need to be considered and arranged
when preparing meals for different markets.
This section will explore some of the resources, that have not been
mentioned in this manual to date.
Kitchen equipment
Equipment available in the kitchen
Some dishes can’t be produced unless the right equipment is available, and
very few kitchens are able to contain all items of
cooking equipment.
You will have a range of equipment available to
carry out your work in the commercial kitchen. The
correct selection of what you use can affect the
outcomes of the food you are producing in terms of
timeliness and resulting quality. For example a
cook's knife kit includes knives that are specifically
designed and most effective in preparing delicate
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garnishes, filleting fish, boning meat or slicing baked goods such as bread.
Choosing the correct knife with allow you to do the job best. Selecting a
drum sieve to pass a chicken mousse is more effective than using a conical
sieve because of its large fat surface area whereas the conical sieve is better
for straining stocks and other liquids. A fish kettle is the ideal shape for
poaching a whole large fish for a buffet presentation; the fish is less likely to
be damaged.
Small equipment
Some of the small equipment that you will need to use every day includes:
 Knives
 Spoons, whisks, graters, spatulas etc
 Chopping boards
 Pans and Pots.
Remember chopping boards and knives can be a major source of cross
contamination when preparing a variety of foods.
Large Equipment
Large equipment that you will be using every day in the commercial kitchen
includes:
- Stoves and ovens:
 These may be electric, gas or induction
- Grills:
 Salamander
 Flat gill
 Char gill
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 Deep-fryers
 Refrigeration:
 Cool-rooms
 Freezers.
Specialist Equipment
Cooks are usually able to prepare most dishes with the basic requirements
listed above and many are creative in adapting common equipment to
produce inspired and artistic dishes. However, when you are preparing food
for a specific diet the equipment you require may also need to be specialised.
Some examples of the tools or equipment that you may find helpful or even
necessary for food preparation include:
Food Equipment
- Rice cooker
Sushi
- Sushi mat
Crepes - Crepe pan
Dried fruits and

- Dehydrator
vegetables
Waffles - Waffle pan
Chocolate
- Chocolate tempering machine
confectionary
Mashed root
- Potato Ricer
vegetables
Baked apples - Apple corer
- Pastry cutters
Pastries
- Pastry moulds
Crème brulee - Blow torch
There are all sorts of specialised food preparation

equipment such as electrical potato peelers, sausage
machines, sous vide machines, smokers and pasta
extruders however these can be expensive. Regular use
would be needed to warrant the expense.
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Specialist equipment that is often seen in commercial kitchens includes:
 Steamers:
 There are many varieties from simple bamboo steamers which are
placed on top of a pot of boiling water to pressure and atmospheric
versions
 Wok burners.
Staffing
Staff skills
There are doubtless many dishes that require a certain level of experience
and expertise.
Not everyone can cook everything and the industry is currently experiencing
a shortage of trained and experienced chefs.
Staff numbers
More kitchen staff will generally mean more alternatives
can be offered.
Where there are very few staff this means that generic
cooking styles must be used and there is less scope for the
more complex dishes
Many dishes in such a kitchen will be prepared in
advanced rather than being ‘cooked to order’ so as to speed
up service.
Selecting suitable suppliers
When selecting suitable suppliers you must take into account the suppliers
ability to supply you with the product you need. When choosing a supplier
you need to consider the following factors:
 The product range
 The availability of products
 Delivery requirements
 Cost
 Trading terms.
Suppliers can be small or large, wholesaler, retailers or growers. The
purchasing process requires sound knowledge of products and possible
alternatives, as well as seasonal availability and current prices. The
purchasing, receiving and storage of commodities for an establishment may
be the responsibility of the chef and kitchen staff or, if the business is large,
the purchasing manager.
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Product range
To meet the needs of customers with specific diets you may need to choose
suppliers that have a more extensive range of products than is commonly
available or alternatively you may purchase specific ingredients from
individual specialist suppliers.
In general hospitality suppliers fall into the following groups:
 Meat:
 Including small-goods and offal
 May include game although this is often a specialist supplier
 Poultry
 Seafood:
 Fish
 Shellfish
 Fresh Fruit and Vegetables
 Dairy
 Bakery
 Dry goods.
Dry Goods Suppliers
Many of the specific ingredients required for customers with dietary needs
are only available from specialist suppliers. When you are looking for
suppliers it is helpful to consider a range of options including:
 Internet search
 Checking the phone book
 Networking with colleagues from other businesses
 Attending trade shows
 Reading industry journals.
Availability
You need to consider the availability of the food commodities you need to
purchase. With global markets for food, most products can be purchased all
year round however buying fresh local seasonal products can be more
efficient and effective for the requirements of your business. The premium
prices you need to pay for imported products particularly fresh fruit and
vegetables can be prohibitive. Whatever products you decide to purchase it
is vital that you choose suppliers who can consistently deliver the products
you need.
Local Supply
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Fresh local seasonal products can be cost effective as you are purchasing
foods which are available in abundance and when they are at their best.
Transportation costs are minimal and you may be able to purchase directly
from the grower/producer cutting out the additional cost of the distributer.
This often means the foods are at their optimum freshness and quality.
Buying from local suppliers can also be easier due to direct contactRegional
Supply
Purchasing foods that are available in the region will also be cost effective.
Transportation times are minimal, delivery can be more regular and the
products will be those that are produced for the market.
International Supply
You may need to purchase specialist products from international suppliers.
This will require more planning from you to allow for the added
transportation time. Be aware that when using imported products this may
affect the:
 Cost
 Shelf life
 Quality.
Cost
The most cost effective ingredients will be those that you prepare from
scratch, however this requires:
 Purchasing process suitable for perishable products:
 Perishables need to be ordered more often
 Immediate storage on delivery is required for
perishables
 Adequate food preparation skills
 Sufficient storage for perishable goods.
Buying foods in bulk is usually more cost effective
however you may only require small quantities of
ingredients for the customers with specific dietary needs.
Keeping too much stock on hand can result in stock loss
so careful consideration will need to be applied to how
much specialist stock is ordered and stored.
Trading Terms
The purchase supply terms will affect you choice of supplier. Having a good
relationship with your suppliers is beneficial as your suppliers can assist
you with:
 Sourcing ingredients
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 Ingredient quality factors.
The logistical factors of supplying goods are also important considerations
for selecting a supplier. Factors such as:
 Billing periods
 Payment conditions
 Delivery capacity.
Delivery Requirements
You will need to consider the delivery requirements of the food commodities
that are purchased. Handling and storage of food commodities differs but
can be divided into 3 categories:
 Dry Goods
 Refrigerated goods
 Frozen Goods.
Refrigerated and frozen goods need to be received
and stored promptly to maintain safe food
temperatures. The suppliers you choose must be
able to deliver at times that suit your business so
that a correctly trained person is available to
handle deliveries.
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Duties and Responsibilities of Banquet Service Staff
1. Discuss the duties and responsibilities of banquet service stand
cff
Banquet and catering may operate as a stand alone business or a sub unit
of food and beverage department of food chains.
Job Description of Banquet Personnel
A. Banquet Sales Manager
Basic Function:
Responsible for handling bookings, reservations, adjustments in banquet
and catering functions as well as in promoting banquet packages.
Specific Duties:
1. Assists sales executives in attending to banquet bookings,
reservations and inquires sand in making clients call.
2. Ensures that information regarding banquet bookings, cancellations
and adjustments are disseminated to all concerned departments;
3. Prepares banquet sales forecast; monitors sales against target;
4. Designs marketing and sales strategies;
5. Conducts sales blitz and other promotional activities;
6. Prepares proposals for possible banquet materialization;
7. Oversee on going functions;
8. Prepares report, solicitations, cancellations and banquet productivity
statistics and
9. Supervises and checks the progress of task assign to staff.
B. Banquet Sales Executive

Basic Functions:
Responsible for banquet
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LO4. SERVE BEVERAGE ORDERS
1. Beverage orders are picked up using standard service tray.

2. Beverage orders are checked for presentation and appropriate
garnishes.
3. Beverage garnishes are checked in accordance with food enterprise
standards.
4. Beverages are served according to enterprise standards of service.
5. Beverages are served at the right temperature.
6. Wine is opened according to food enterprise procedures.
7. Wine service is carried out in accordance with food enterprise
procedures.
8. Beveragesare served with accompanimentsfollowing food enterprise
standards.
CONTENTS:
 Types of beverage/glassware (review)

 Beverage service
 Garnishes for Beverages
 Wine Service
 How to open wine bottles
METHODOLOGIES:
 Lecture-discussion
 Demonstration
 Audio visual presentation/film viewing
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Learning Outcome 4
SERVE BEVERAGE ORDERS
Read Information Sheet 4.4-1 in Types Make sure to read the information
of Beverages / Glassware sheet.
Beverage Service sheet.

Garnish For Beverage sheet.
Read Information Sheet 4.2-4 in Wine Make sure to read the information
Service sheet.
Read Information Sheet 4.2-5 in How Make sure to read the information
to Open Wine Bottles sheet.
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Types of beverage/glassware (review)
1. Discuss the types of beverages
2. Discuss the types of glasswares
3. Enumerate the types of beverages
Types of Beverages
Your body can tell you it’s time to drink, but it can’t tell you what to drink.
That’s up to you. That’s why it’s important to learn how different beverages
fit into your lifestyle.
While all beverages hydrate, some also provide important nutrients your
body needs. Some relax you. Some energize you. Some simply satisfy your
natural taste for sweetness – with calories or without. Some help you
perform your best. And some can even help you manage health concerns.
Any beverage can be part of a weight-maintenance diet. For many people
who enjoy sweetened coffee drinks, soft drinks and other beverages with
calories, this requires using good judgment when it comes to how much
(portion size) and how often these beverages are consumed. Fortunately for
those who watch their weight, there is also a wide variety of low-calorie
thirst-quenching beverages, including waters, teas, coffee, and diet soft
drinks.
Learn more about the types of beverages to help you incorporate a variety of
beverages into your diet while balancing hydration, nutrition and lifestyle
needs.
o Water
 Bottled Water:
The U.S. Food and Drug Administration (FDA) describes bottled water as
water that is intended for human consumption and that is sealed in bottles
or other containers with no added ingredients, except that it may contain a
safe and suitable antimicrobial agent. Fluoride may also be added within the
limits set by the FDA.Spring Water:
Water that comes from an underground formation from which water flows
naturally to the surface of the earth. Spring water must be collected only at
the spring or through a borehole tapping the underground formation feeding
the spring.Purified Water:
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Water that has been processed using methods such as distillation,
deionization, reverse osmosis or other suitable processes to meet the criteria
for purified water.
Mineral Water:
Water containing no less than 250 parts per million (ppm) total dissolved
solids. Mineral water is distinguished from other types of bottled water by its
constant level and relative proportions of mineral and trace elements at the
point it emerges directly from the source.
Well Water:
Water from a hole bored or drilled into the ground, which taps into an
aquifer (an underground layer of rock or sand that naturally contains
water).
Artesian Water:
Water originating from a well that taps a confined aquifer in which the water
level stands at some height above the top of the aquifer.
Tap Water:
Water that comes directly from a community water utility to your faucet or
tap.
Sparkling Bottled Water:

Water that after treatment, and possible replacement with carbon dioxide,
contains the same amount of carbon dioxide that it had when initially
emerging from the source. Sparkling bottled waters may also be flavored,
using natural or artificial flavors.
Tonic Water:
Carbonated water flavored with quinine and a sweetener like sugar, high
fructose corn syrup or low-calorie sweetener. Quinine, from the bark of the
cinchona tree, is used as the base flavor in most bitters.
Flavored Water Beverage:

Flavored, non-carbonated beverages that are very lightly flavored and
sweetened with low- and no-calorie sweeteners. They may also contain
additional ingredients. Close
o Milk and Dairy-based Beverages

 Milk is available in many varieties, including whole milk, 2% milk, 1% milk,
skim milk, flavored, powered, lactose-free, evaporated, condensed, and
buttermilk.Milk is an excellent source of calcium and good source of other
essential nutrients, including vitamin D, potassium, vitamin B12, riboflavin,
phosphorus and protein.An 8-ounce glass of milk contains 300 mg of
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calcium, or about one-third of the daily recommended calcium intake for
adults under the age of 50. In the U.S., cow’s milk is uniformly fortified with
vitamin D to a level of 25% of the Daily Value per 8-ounce serving.
The fat content of milk significantly affects its caloric level. In the U.S.,
whole milk provides about 144 calories and 8-9 grams of fat per 8-ounce
serving. The same size serving of 2% milk contains about half as much fat
(about 5 grams) and 120 calories per 8-ounce serving. Skim milk is virtually
fat-free and contains about 88 calories per 8-ounce serving. Close
o Soy-based Beverages
 Many soy-based beverages contain an array of nutrients including protein,
carbohydrates, potassium, B vitamins, iron, phosphorus and trace amounts
of sodium and magnesium. Many are also fortified with nutrients, most
commonly vitamin A, calcium and vitamin D, while some also have added
riboflavin, zinc and vitamin B12. Soy contains fairly high levels of
phytochemicals including isoflavones and phytosterols. Close
o 100% Juice
 The Dietary Guidelines recommend Americans consume nine servings
(about 4.5 cups) of fruits and vegetables a day. Fruit and vegetable juices
can count toward your intake, as long as the majority of fruit and vegetable
servings come from whole foods.Most 100% juices are a natural source of
potassium, folate and antioxidants, including vitamin C and beta-carotene.
Many fruit and vegetable juices are also a source of phytochemicals,
substances found in plants that may have health-protective effects. And,
because juices are derived from fruit, they naturally contain fructose, a
simple sugar found in fruit that provides carbohydrates and calories
(energy).Juices are available in many varieties including fresh-squeezed,
pulp-free, home-squeezed, not-from-concentrate, concentrate, flavor blends,
fortified, and those that contain functional ingredients, such as plant
sterols. Close

o Juice Drinks
 Juice drinks contain fruit juice, but at levels less than 100%. Some contain
50% fruit juice or more, while others contain 5% or less. Manufacturers are
required to label the percent of real fruit juice in the product.
The nutrient content of juice drinks depends on how much 100% juice is
used in the product and on whether any nutrients are added. In the U.S.,
the nutrition facts panel on juice drink packages provides information on
juice content, calories, vitamins and minerals, and other nutrients. Close
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o Coffee
 Coffee is available in many varieties including caffeinated, decaffeinated,
brewed, roasted, instant, flavored, iced and ready-to-drink.Plain coffee and
espresso do not provide calories and but can contain trace amounts of
vitamins and minerals primarily from the water used in brewing. However,
cream, milk, sugar or other popular flavorings like chocolate and syrups
commonly added to coffee can contribute significant calories. While a 12-
ounce cup of coffee contains zero calories, the same size mocha latte coffee
provides about 340 calories.Coffee also contains caffeine. Depending on how
it is brewed, an 8-ounce serving of regular drip coffee provides about 104 -
192 mg of caffeine. A 1.5-ounce ‘shot’ of espresso contains between 30 to
100 mg. Even decaffeinated coffee contains a small amount of caffeine,
about 2 to 4 mg per 8 ounce serving. Learn more about caffeine.
Polyphenols, substances believed to have antioxidant properties, are found

in coffee and may be beneficial to your health. However, studies examining
the health benefits of coffee have found mixed results. Close
o Tea
 Teas come in many varieties including herbal, caffeinated, iced, sweet,
instant and ready to drink.Like coffee, tea does not provide calories,
carbohydrates, protein or fat. Teas, particularly green and black, are good
sources of flavonoids, substances believed to have antioxidant
properties. Close
o Soft Drinks
 Soft drinks are non-alcoholic carbonated beverages containing flavorings,
sweeteners and other ingredients. Depending on the sweetener used, soft
drinks may or may not contain calories. Soft drinks include regular, diet,
low-calorie, mid-calorie, flavored, caffeinated and caffeine-free drinks.Soft
drinks are carbonated by adding carbon dioxide into a beverage solution
under pressure. Opening a soft-drink container releases the carbon dioxide
in the form of bubbles. These bubbles intensify the flavor of the
beverage.Most regular and mid-calorie carbonated soft drinks sold in the
U.S. are sweetened with high-fructose corn syrup (HFCS), a calorie-
containing carbohydrate that provides 4 calories per gram. A 12-ounce
serving of regular cola-type soft drinks contain about 140 calories, or 11
calories per ounce. Mid-calorie cola-type soft drinks generally contain about
half that much. Diet soft drinks contain virtually no calories and are
flavored with low- and no-calorie sweeteners, including acesulfame
potassium, aspartame, saccharin and sucralose. Learn more about
sweeteners.
Soft drinks also contain small amounts of sodium, primarily from the water
used in the soft drink plus nutritionally insignificant amounts of potassium
and phosphorus. Close
o Sports Beverages
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 Regular sports drinks contain energy-yielding carbohydrates plus
electrolytes, including sodium, potassium, and chloride. Most sports
beverages are formulated to provide recommended amounts of energy to
support optimal performance during prolonged physical activity and to help
maintain fluid balance by replacing the electrolytes lost through
perspiration. Close
o Energy Drinks
 The ingredients and nutrient content of various brands of energy drinks
varies considerably. Energy drinks provide carbohydrates and caffeine and
some contain B vitamins, amino acids and herbal extracts such as
gingko.Although the caffeine content varies by brand, the typical energy
drink provides about 70 to 85 mg of caffeine per eight-ounce serving. Learn
more about caffeine. Close
o Alcoholic Beverages
 The nutrient content in alcoholic beverages depends greatly on the variety of
the alcohol. All alcoholic beverages provide calories from alcohol and
carbohydrates. Beer also provides a very small amount of protein, potassium
and phosphorus, while distilled spirits can contain few vitamins and
minerals. Wine contains potassium, trace amounts of sodium and
phosphorus, and some phytochemicals such as polyphenols and
flavonoids.Alcohol yields 7 calories per gram – almost as much as fat and
nearly twice as much as carbohydrates. Those who choose to consume
alcohol should do so in moderation. Moderate alcohol intake is defined as
the consumption of up to one drink per day for women and up to two drinks
per day for men.Beverages are not only for drinking – you can also use them
for cooking to create new flavor formulations or add a naturally sweet twist
to a favorite recipe.
Alcoholic Beverages
Alcoholic beverages all share the

common feature of being produced
through anaerobic fermentation of
plant-derived carbohydrate
materials by yeasts. Sugars are
converted to alcohol (ethanol) and
carbon dioxide by these fungi,
which also impart characteristic flavors and aromas to the beverage.
Depending upon what fermentable material is used, and the method by
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which the materials are processed, alcoholic beverages may be classified as
being wines, beers, or spirits. Many countries in which they are produced
regulate the production of most spirits, beer, and wine and carefully control
taxation of these alcoholic beverages.
Wine
Wines are alcoholic beverages that have been fermented from fleshy fruits
(e.g., apples, grapes, peaches, and plums), although most often from the
cultivated grape Vitisvinifera (family Vitaceae) and related species. While the
vast majority of wines are made from grapes, wines may also be made from
the vegetative parts of certain plants.
Wines are made by harvesting ripened grapes from farms known as

vineyards. The timing of the harvest is critical, since a balance of
accumulated sugar, acids, and other grape flavor components reaches an
optimal level to ultimately produce a fine wine. If the grapes are harvested
too soon or too late, there is the possibility of producing a lower quality
wine. Bunches of
DISTINGUISHING CHARACTERISTICS OF ALCOHOLIC BEVERAGES
Fermented
Beverage Carbonated? Distilled? Other Features
Materials
Beers
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Fermented
Materials
Barley malt,
Ales Yes No Warm fermented
wheat, rice
Highly kilned An ale using dark

Stout Yes No
(dark) malt malts
Lagers Barley malt Yes No Cold fermented
Wheat beers
Weizen beers Wheat malt Yes No
ofGermany
Wines
Grapes
Served at room
Red fermented with No No
temperature
skins
Grapes
White fermented No No Served chilled
without skins
Fortified with
Port Grapes No No/Yes
alcohol/cognac
Grapes
Champagne fermented Yes No A sparkling wine
without skins
Sparkling
Grapes Yes No May be blended
wines
Spirits
Whiskeys
Barley malt, Aged in oak

Scotch No Yes
often casks
(single malt) peat-smoked
Rye (at least Maximum 80

Rye No Yes
51 percent) proof
Bourbon Corn (at least No Yes Sour mashed
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Fermented
Materials
51 percent) with bacteria
Malt, other Flavored with

Gin No Yes
grains juniper cones
Sugarcane or Light or dark

Rum No Yes
molasses rums available
Agave
Traditional
Tequila/Mescal tequiliana No Yes
drinks of Mexico
stems
Malt, grains, Few additional

Vodka No Yes
potatoes flavors
Brandy/Cognac Wines No Yes Distilled wines
Sweetened with
Liqueurs Wines No Yes
added sugars
Other
Double
Sake Rice No No
fermentation
May be
Cider Apples Yes/No No
flavored/spiced
May be
Mead Honey Yes/No No
flavored/spiced
grapes are removed from the vines, usually by manual labor, and are
brought to the winery for production. The grapes are passed through a
mechanical destemmer that removes the nonfruit portions of the bunches,
and the fruits are then crushed to express the juice from the fleshy berries.
The liquid obtained from the crushed grapes is termed "must." The must is
placed in either open or closed fermentation vessels (typically closed vessels
in modern wineries) and readied for fermentation. If red wines are being
made, the skins from the pressed grapes are also added to the fermentation
vessel (the grape skins contribute reddish pigments to the finished wine); for
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white wine production, the skins are not used and only clear must is
fermented.
The must that is ready to be fermented is then inoculated with a particular

strain of yeast (Saccharomyces cerevisiae ) that has been selected for wine
fermentation. There are hundreds of different strains of wine yeast, each
imparting a particular flavor during the fermentation. When complete, the
fermentation will produce an alcohol content of approximately 12 to 14
percent alcohol by volume. Following fermentation, any suspended
particulate material (the lees) is allowed to settle, and the clear wine is
siphoned (or racked) to a new storage vessel, which is usually a large barrel
made from white oak wood. The wine is then conditioned in these barrels for
a year or more, occasionally being racked to new oak barrels as the wine
matures. Under these conditions, chemical reactions take place in the wine
that add complexity to the flavor profile. Even contact with tannins in the
walls of the barrel provides subtle and desirable flavor characteristics that
lower quality wines conditioned in stainless steel vessels lack. Most wines
are "still" (not carbonated), but sparkling wines are allowed to undergo
another fermentation after they mature, and are bottled while this
fermentation is occuring, thereby carbonating the wine. Champagne is one
famous version of a sparkling (white) wine originally from the region
of France known by that name.
Wines are bottled in glass containers and are usually sealed by inserting a
compressed cork into the neck of the bottles. Wine is stored and further
matured while laying on the side, so that the cork remains moist to
maintain its airtight seal. Some wines should be consumed within a year or
two of production; others need many years or decades to achieve their
optimum flavor.
The wine industry is an extensive one, with major centers of production in

France, California, Italy, Spain, and Germany, with additional developing
centers of production in South Africa, Australia, Argentina, and Chile.
Although wine is vinted around the world, certain places are favored for
wine production due to optimal climates and suitable land for the
establishment of vineyards. Wine grapes often need warm days and cool
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nights, with minimal temperature extremes seasonally. Furthermore, ample
sunlight, available soil nutrients, and sufficient water are required for grape
production. Due to variation in seasonal climates, growing and harvest
conditions, and seasonal timing of production events, significant changes
occur from year to year that make wines produced in certain years of higher
or lower quality. Thus, the practice of labeling vintages of wine (the year of
wine production) and the grape variety from which they were made is
established so that enologists (people who study wine) can evaluate
differences from year to year, as well as to ensure that enophiles (people who
enjoy and collect wine) can purchase wines of known quality. Since many of
the variables that go into wine production are not controllable by the wine
producers, differences are bound to occur in each production cycle. The
variation in wine flavors is therefore unending and the source of fascination
for many who appreciate wine.
Beer
Among the oldest records of the production and use of alcoholic beverages is
that of beer, which originated in Mesopotamia and the Babylonian regions
ofAsia at least fifty-five hundred years ago. Beer is a beverage obtained by
fermenting carbohydrate-containing extracts of various grains with yeast. It
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is usually flavored with bittering substances to balance the sweet flavor of
unfermented sugars, which are typically found in beer.
The brewing process begins by taking grains, usually barley

(Hordeumvulgare), and producing malt. To do this, viable barley grains are
steeped in water and allowed to germinate under controlled conditions. The
germination process produces enzymes that begin to break down the
complex carbohydrates (starch) found in the endosperm of the barley grains
into soluble sugars. When a specified stage of germination is reached, the
enzyme concentration in the sprouted grains is maximized to an optimal
level, and the entire process is halted abruptly by rapid drying (called
kilning) of the grains to remove most of the water. At this stage the sprouted
and dried grains are called malt. The degree of kilning of the malt
determines the darkness and color of the resulting beer; for instance, malts
that are highly kilned produce beers with darker color.
In order to extract a sufficient amount of fermentable sugars, the malt is

crushed to expose the embryo and endosperm components; the ground malt
is called grist. To begin conversion of starches and complex carbohydrates
into fermentable sugars, the grist is mixed with water (the mash) and heated
to a temperature of approximately 65°C (150°F). Under these conditions, the
once active enzymes (amylases) are reactivated and continue to break down
the carbohydrate materials. When the brewer determines that the
conversion is complete, the fluid portions of the mash are removed through
a process known as sparging, and the liquid (called sweet wort) is
transferred to a boiling vessel.
The sweet wort is then boiled for a specific length of time, typically one to
two hours, while the resinous, cone-like inflorescences of the hop plant
(Humuluslupulus; family Cannabinaceae) are added to provide flavoring,
aromatic, and bittering characteristics to the beer. Hops contain resins,
collectively termed lupulin, which gives the beer its characteristic aroma and
bitterness. Prior to the use of hops, other herbs, such as spruce, nettle, and
woodruff were used for the same purpose: to balance the beer's sweetness
with bitterness. The boiling process also kills microorganisms that would
otherwise spoil the wort, or produce undesirable fermentation products. The
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liquid that has been boiled with hops is now termed bitter wort; it is rapidly
cooled and passed on to a fermentation vessel.
Fermentation historically took place in open-topped fermenters, although

modern commercial breweries use closed fermenters and are meticulous in
their sanitary practices to ensure that fermentation is accomplished only by
the yeast strain with which the brewer inoculates the cooled bitter wort. Two
main kinds of yeast are used: ales are beers fermented with beer strains of
the yeast Saccharomyces cerevisiae at temperatures of 15° to 25°C (59° to
77°F); lagers are beers fermented with strains of S. uvarum at temperatures
of 5° to 15°C (41° to 59°F), which are further conditioned (lagered) at near-
freezing temperatures for several weeks or months. The alcohol content of
the majority of beers is generally around 5 percent by volume, although
certain styles of beer are produced with alcohol contents ranging from 8 to
14 percent and higher.
Some beers are naturally carbonated by continued slow fermentation after

they are bottled, or they are artificially carbonated prior to bottling. Beers
are also packaged in kegs (traditionally in oaken barrels) or in metal cans.
Although the earliest beer production took place originally in the Middle
East, the origins of modern beer styles can be traced to Germany, the United
Kingdom, and the Czech Republic. There are a number of indigenous beers
produced by many cultures around the world, but few have had as much
influence on the brewing industry as those originating from the European
region.
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Spirits
Beverages produced from plant products that have been fermented and then
distilled are considered spirits. The distillation process takes the fermented
materials, often with a maximum alcohol content of 14 to 16 percent, and
increases it to 40 to 75 percent alcohol by vaporizing the alcohol and many
flavor components and then condensing them in specialized equipment
known as stills. The concentrated alcoholic beverages resulting from this
process are spirits or liquor, alluding to the condensate coming from the
distillation process. Whiskeys (including Scotch or single-malt whiskey),
bourbon, gin, vodka, rum, brandy, and various other liqueurs are produced
through the distillation process. Each begins with a different starting
material prior to fermentation and these impart different flavor
characteristics in the finished spirit. Spirits are measured for alcohol
content, and are then described as having a certain proof, or twice the
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measured alcohol content (an 86 proof whiskey has an alcohol content of 43
percent, for example). Spirits are the major component of mixed drinks.
Other Alcoholic Beverages
A variety of other alcoholic beverages exist in nearly every culture. Often

they are safer to drink than local water sources, which may contain
parasites, so they are widely used. Additionally, many alcoholic beverages
complement different cuisines of served foods, and in some cases have been
shown to improve digestion. Sake is a beerlike beverage originating
in Japan that uses rice as the source of carbohydrate materials and is
double fermented using yeast and a species of Aspergillus fungus. Cider
(sometimes called hard cider) is an alcoholic beverage, popular in England,
produced from yeast-fermented apple juice; it is occasionally flavored with a
variety of spices. Mead, a beverage originating from medieval Europe,
consists of honey that is fermented, occasionally together with other herbs
or fruits, to produce a winelike drink that may be still or sparkling. The term
"honeymoon" is coined from the practice of giving a gift of mead to a newly
married couple: if they drank mead (honey) each night until the next moon,
they would be given the gift of a new child.
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Drinkware& Glasses
Wine Glasses
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Champagne Flutes
Drinking Glasses
Barware & Cocktail
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Beer Glasses
Martini Glasses
Margarita Glasses
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Cordial & Shot Glasses
Acrylic Glasses
Bar Accessories
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Wine Accessories
Coffee Mugs & Tea Cups
Bar Glasses
Selecting bar drinkware is an important decision. Your glassware choice will
get lots of use and should give you simple pleasure every time. At Crate and
Barrel, we have a variety of glasses perfect to add to your home bar,
including:
Highball—The highball is a tall cocktail glass used for serving mixed drinks.
It can also be used as a tumbler for milk, iced tea and more.
Double Old Fashioned—A double old fashioned is a large wide glass for
serving drinks on the rocks (over ice). This glass is sometimes called a rocks
glass and also can be used as a tumbler.
Martini Glass—This cocktail glass has a V-shaped open style used for
serving martinis and cosmopolitans as well as desserts.
Cordial Glass—A cordial is a very small bar glass designed to serve liqueurs,
aperitifs and shots. Our shot and cordial glasses typically hold up to three
ounces.
Brandy Glass—A brandy glass has a short stem so the bowl can be held
easily in the palm of the hand.
Tumbler—This is a standard drinking glass and usually holds around 16
ounces. It is great for everyday beverages like milk, soda, lemonade, juice or
iced tea.
Margarita Glass—This curvaceous cocktail glass is an interpretation of the
martini glass. Today it is used almost exclusively for the traditional lime and
tequila based drink it is named after.
Goblet—Typically the largest glass at the table, the goblet is often used for
water.
Beer Glasses
The right glass can help accentuate the distinct flavors of each beer. We
have a variety of glass styles for your favorite brews, including:
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Pilsner Glass—The pilsner is a classic glass for serving beer. These glasses
are tall, cone-shaped and footed to provide a great distribution of flavors.
Pint Tumbler—Effortlessly versatile, pint glasses are great for stouts, ales
and IPAs.
Tulip—Inspired by the brandy snifter, these wide-bowled glasses are best for
aromatic beers with lots of flavor.
Blonde Glass—Wide-mouthed blonde glasses can be used for serving most
IPAs.
Stout Glass—Our stout glasses are designed to accentuate the distinct rich
flavors and notes of dark beers.
Mugs—Our handled glass mugs are ideal for serving beer as well as soda.
Wine Glasses
The shape of a wine glass can greatly affect your drinking experience. If you
are a seasoned wine drinker, you might choose the broader “bowl” with a
rim that slopes in at the top that will capture the aromas of bold red wines
and white wines with bigger bouquets. Narrower, tulip-shaped glasses are
better for concentrating the delicate aroma of lighter white wines. Tulip
shapes also keep the contents colder longer by holding less fluid and
protecting the wine from the heat of your hands. Choose from our selection
of red, white and sparkling wine glass styles, including:
Goblet, Red Wine and White Wine Glasses—These three classic types of
stemware range in size, from the largest (goblet) to the smallest (white wine).
Champagne Flutes—The flute is the preferred shape for champagne
because its narrow opening and slender bowl do not allow the champagne
bubbles to escape easily, keeping it fizzy.
Champagne Coupes—This is a classic style shape that has become more
popular for champagne and cocktail glasses.
Stemless Wine Glasses and European-style Wine Tumblers—These
glasses offer a casual alternative for everyday enjoyment. Stemless wine
glasses often have the same bowl shapes as stems and load more easily in
the dishwasher.
Bar Accessories
In addition to our wide selection of wine, beer, bar and water glasses, we
also offer tools for your household bar. We have bar gadgets, cocktail recipe
books, cocktail napkins, coasters, decanters, tags, cocktail shakers, cocktail
trays, ice buckets and blenders to help you create the perfect entertaining
station at home.
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Beverage Service
BEVERAGE SERVICE
Always use a round, non‐slip cocktail service tray with coasters for all table
service.
 Always check that all glassware and cups have no
 Spots
 Cracks
 Smears
 Watermarks
 Lipstick
 Before serving a beverage order, check that it’s fully accurate, including
 Amount
 Ice
 Garnish
 Temperature
 Vintage (for wine).
Delivering Beverages
 Guests should receive their beverage(s) within three minutes of ordering
them.
 Serve complementary bar snacks with beverage if your facility provide.
 Serve orders in the same sequence you take them,

 Ladies first
 Then elders
 Host last (if it is obvious who they are).
 When serving cold beverages

 Place a coaster in front of the guest
 If the drink is not pre‐poured,
‐ ‐ Pour at the table 2/3 full
‐ ‐ Leave the bottle on the table with the label facing the
guest.
 Deliver wines by the glass pre‐poured in stemware.
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Delivering Beverages
When serving hot beverage, place the cup and saucer in front of the guest
with the handle and teaspoon facing right.
 For tea and coffee,

 Ask the guest if they would like you to pour it for them; if they do fill
the cup 2/3 full
Always place the pot and milk/cream container behind the cup
with the handles facing toward the guest.
Make sure there a clean and neat caddy or bowl on the table with
White and brown sugar
Artificial sweetener
For tea service, also provide a small dish (not a saucer) for used
tea bags.
As always, before leaving the table, ask the guest(s) if they would like
anything else
Checking Back
Check on guest satisfaction within 2 minutes of delivering each order.
On every visit to the table;
Remove:
Paper and debris from the table and floor
Replace any soggy napkins.
Refill bar snacks as needed.
Pick up glassware without touching the rim of the glass in order to
Maintain a positive image.
Prevent the spread of bacteria.
Clean and sanitize tables within 5 minutes of a party’s departure.
When saying goodbye to guests
Ask about future gatherings
Offer to make future reservations
Recommend other food and beverage opportunities at your facility
Personalize your recommendations with specific suggestions.
Since you are with us for another few days I would like to
suggest you visit our lunch program.
The specialty there is XX.
Sincerely thank them for visiting and express your hope that they will
return.
Alcohol Awareness
Alcohol Awareness is a growing concern within the Hospitality
Industry nationwide. By recognizing the “early” signs of intoxication,
and monitoring your customer’s consumption.
Responsible service of alcohol requires a team effort.

Know and watch for the signs of intoxication. If there is any
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question, avoid further
service and report to a manager who will make the final
decision and determine whether the guest should remain or
leave.
If you know what it takes to get someone drunk, you can
prevent it by monitoring their consumption and offering
alternatives.
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Garnishes for Beverages
1. Discuss the garnishes for beverages
2. Enumerate the different garnishes
Garnishing the Glass

Drink garnishes complement or contrast flavors. They should either hint at
what’s in the recipe (mint and lime garnishing a mojito) or bring out a flavor
in the drink (like salt contrasting with the tart, herbal flavors in a
margarita).
 Mojito Recipes
 Margarita Recipes
 The Complete Cocktail Recipe Collection
 The Complete Mocktail Recipe Collection
Fruity Drinks
Along with citrus wedges and strips of zest, you can add color to a drink
with a whole kumquat. These tiny citrus fruits are entirely edible–peel and
all–and they pack a mouth-watering punch of sweet-tart flavor. Other
suggestions include:
 Maraschino cherries or brandied cherries

 Pineapple wedges
 Mint leaves
 Fruit kabobs: several kinds of fruit chunks on a skewer
 Ice cubes frozen with berries or slices of fruit
 Shaved fresh coconut
 Whipped cream, ice cream or a scoop of sherbet
 Flavored sugars: many specialty kitchen stores carry “cocktail froster”
powders in flavors such as lemon, green apple, or cranberry
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Photo by Anna Berman
 Mai Tai
 Pina Colada III
 Frozen Lime Daiquiri
 Paradise Island
Garnish with a Twist

Some classic drinks require a classic garnish–a gin and tonic requires lime
in the U.S., lemon in the UK–while Cuba libre is, by definition, a rum and
coke with a lime wedge. Still, you can dress up a drink without changing it:
a long twist of citrus peel is a simple and elegant way to finish off a mixed
drink. To get extra-fancy, use strips of zest or circular slices of more than
one kind of citrus, twisted or tied together.
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Photo by Grumpy’s Honeybunch
 Mojito
 Gin and Tonic
 Classic Whiskey Sour
 Highball
 Manhattan
 Cape Cod
Garnishes for Salty, Savory, or Straight up

Some of these garnishes can cross over to fruit drinks: thin slices of
cucumber and a sprig of thyme make refreshing garnishes on lemon-vodka
drinks.
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 Slices or curls of cucumber, carrot, and radish
 Fresh herb leaves or sprigs
 Thin spear of celery with olives skewered on it (or use herb stems as
skewers)
 Blanched green onions with the ends fringed
 Cocktail onions, pickled asparagus, or other pickled vegetables
 Special olives: bleu cheese-stuffed olives in a Bloody Mary, or caper-,
anchovy-, or jalapeno-stuffed olives in a martini
 Toasted hazelnuts (for White or Black Russians, or any drink with
hazelnut or cocoa liqueurs)
Photo by Linda (LMT)
 StoliDoli
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 Amaretto
 Limoncello
 Homemade Liqueurs
Frosting
Coarse kosher salt is essential for margaritas. Make your own sweet cocktail
froster with powdered drink mixes. Or try:
 Coarse sugar or sparkling decorator’s sugar

 Finely ground coffee beans mixed with sweetened cocoa powder
 Finely chopped coconut
 Celery salt for a Bloody Mary
For most drinks, you can moisten the rim of the glass with a wedge of lime,
lemon, or orange–or dip your finger in water and rub it around the edge. Dip
the glass into a shallow dish filled with the garnish. Carefully pour in the
cocktail without filling it to the brim.
Photo by Sarah Stone
 Lemony Lemon Drop Martini

 Gimlet
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 Margaritas on the Rocks
Layered Drinks
Multi-colored, multi-layered cocktails have a magical effect and are a great
addition to your “fancy drinks” repertoire. To make them, you’ll need to use
ingredients that have contrasting colors and varying weights. Very sweet,
syrupy ingredients like grenadine or fruity liqueurs are heaviest, and creamy
ingredients like Irish cream and half-and-half are lightest.
 Beginning with the heaviest ingredient, pour it very slowly over the
back of a spoon and into the glass.
 Continue pouring slowly over the back of the spoon, working your way
from the heaviest and finishing with the lightest ingredients in your
cocktail.
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Photo by Lynette
 Bikini Martini
 Oatmeal Cookie
 B-52 Bomber
 Midnight Special
Light up the Night

For a special drink that will truly get everyone’s attention, try lighting it on
fire. Be sure to use extreme caution: before beginning, warm up your glass
by swirling warm water inside and dumping it out (if the glass is cold, it
could crack with the sudden temperature change).
 Pour your favorite beverage into the warmed glass, and then pour a
little bit of high-proof alcohol into a metal spoon.
 Ignite the alcohol in the spoon using a long match, and then carefully
pour the flaming alcohol into the glass.
 Serve immediately, and always blow out the flame before drinking!
 Blue Flame
 Flaming Doctor Pepper I
 Lava Lamps
Mocktails
Try making the Italian Cream Soda as a layered drink: combine the fruit
syrups and soda water. Float the half-and-half on top. Garnish with
whipped cream, if desired.
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Photo by PhotoJenic
 Italian Cream Soda

 Alcohol-Free Mint Julep
 Shirley Temple
 Cran-Dandy Cooler
 Mock Champagne
 Virgin Pina Colada
 Raspberry Lime Rickey
 Lusty Lime Virgin
 Virgin Strawberry Daiquiri
Related Advice
 Bar Basics
 Classic Cocktails
 Cocktail Parties
 Cocktails: The New Golden Age
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[Photographs: Jennifer Hess and Michael Dietsch]
Usually a bright piece of fruit, or a briny olive, or a festive

umbrella, but sometimes something much more fancy,
the cocktail garnish has a solid place in the history of
cocktails. Today, we'll look at what garnishes are and
how to get started using them to good effect.
A cocktail garnish is an ornamental item that adds

appeal to a cocktail. In case of fruit wedges, slices, or
twists, the garnish actually imbues a bit of juice or citrus
oil to the drink. Likewise, an olive or onion in a Martini or
Gibson lends a whisper of savoryflavor to those drinks.
And of course, there's the bright red (or green) cherries
common to drinks such as the Manhattan. These add
sweetness and color to an otherwise drab-looking brown
drink. Other common edible garnishes include gratings of
nutmeg or cinnamon, sprigs of mint or other herbs, and
the smorgasbord of salty or pickled items (often added to
a Bloody Mary.)
Not all garnishes, of course, are food items. Umbrellas,

plastic animals, fancy straws, and plastic swords are
among the incredible inedibles that serve as garnishes.
And in fact, one tale of the origin of the
word cocktail comes from such a garnish: the story goes
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that during the Revolutionary War, folks would garnish
mixed drinks with feathers from the tail of a rooster, or a
cock's tail. (Incidentally, while this story is colorful, it's
almost certainly apocryphal, so if you want to tell it to
your friends, just know it's probably bullshit.) Today we'll
mostly be focusing on edible garnishes, though.
WHENCE THE GARNISH?
As with many other things in the history of cocktails, it's

hard to pin down the origins of the garnish. It's possible
that the garnish originated in the julep and the cobbler,
two similar classes of mixed drinks that arose a couple of
hundred years ago. The general plan for these drinks is
similar: each calls for crushed or shaved ice, a spirit or
wine, and a bit of sugar, with the whole mess served with
a straw. The julep, of course, is garnished nowadays with
mint; the cobbler, on the other hand, usually takes a
slice of fruit (pineapple or orange), a pile of berries, and
sometimes mint.
At any rate, the earliest bartenders manual that hasn't

been lost to history is Jerry Thomas's, from 1862. In his
book, Thomas instructs bartenders to use a piece of
lemon peel in drinks and to even rub the peel around the
rim, at times, presumably to leave behind of a bit of the
oils. He doesn't comment on the origins of the practice, so
we can assume it was in common use at the time when
he was writing.
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TWISTS
A twist is a tool for expressing citrus oil into a drink.
One of the easiest, most common garnishes for cocktials

is the twist. I've written about the twist before—how
to cut an ideal twist, how to set its oils alight and how to
make fancier twists. No matter what type of twist you
use, though, the basic idea remains the same. A twist is a
tool for expressing citrus oil into a drink. Squeeze the
peel over the surface of the cocktail, rub the colored side
(not the white pith) around the rim of the glass, and
either drop the peel into the glass or discard. Your call.
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MINT
Mint isn't much harder to work with than twists are. The
main thing with mint is to have a light hand, especially
when muddling. When you garnish the top of the glass,
use a fresh bunch of sprigs (don't be miserly, and don't
reuse the stuff you muddled), and be sure to sharply
spank the mint to release its aromas. Yes, I said spank.
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OLIVES AND ONIONS
Olives and onions are classic bar staples used to add a

savory quality to a drink. The history of these garnishes
is, again, hard to pin down. Don't laugh at the booze
historians, though, please. I'm sure you've forgotten
things that happened while you were drinking, and what
else is cocktail history but a record of things that
happened in bars?
Stories abound about the history of the Gibson, nearly all

of them told by a man named Gibson who claimed to
invent the cocktail. I think the only Gibsons
who haven't claimed to invent it are the science-fiction
author, the newsman, and the actor.
Regardless of who invented the idea of tossing an onion

or olive into a cocktail, I must say it's a delicious one. I
prefer my olives unstuffed, or simply studded with
pimento.
Sad to say, fully DIY olives are a bit of a chore for home
bartenders; you need a source of fresh olives and ample
time in which to cure them. I live in Brooklyn and have a
toddler, so I have neither source nor time.
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DIY cocktail onions, though? Oh yes, so easy and so
worth it. One major advantage of doing it yourself is being
able to season them as you please.
Or borrow the Hemingway trick and just use plain frozen

onions in your drink. They'll still impart a bit of flavor,
but they'll also help keep your Gibson icy.
CHERRIES
The use of cherries in cocktails dates to the 1800s.

Originally, the maraschino cherry wasn't the neon red
thing you see in jars in the grocery store. Maraschino
cherries, initially, were simply marasca cherries from
Croatia, preserved whole inmaraschino liqueur. But
marasca cherries from Croatia needed to be imported
from, well, Croatia, and this was expensive, so
manufacturers started making them here, swapping in
native cherries and liqueurs other than maraschino. By
the time of Prohibition, the liqueurs were left out entirely,
and the cherries were chemically dyed and preserved.
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You can buy artisanal cherries from several producers
(the pricey Luxardo ones are delicious) or you can make
your own at home, which is more fun because you get to
buy brandy.
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Wine Service
1. Discuss the wine service
2. Enumerate the sequence of wine service
The process of serving a wine is an art form. If not served

correctly, poor service could easily result in spoiling the
characteristics of a wine. If you are interested in learning
the best ways to serve wines, then consider the following
suggestions.
There are many little things that restaurants at all levels could do to
improve their wine service. To be sure, wine service in restaurants has
come a long way in our lifetimes, with many restaurants offering
outstanding selections and knowledgeable servers. More of them are
making wine a fun and integral part of the dining experience, with cleverly
designed wine lists and interesting wine-tasting menus to pair with the
food. Still, we figured the time was right for 10 suggestions of how
restaurants could make life even better for wine drinkers. Of course, the
top item on any wish list like this would be “lower your markups.” But we
also want world peace. Let’s stick here to some small, easy-to-attain goals.
1. Ask us if we want our wine decanted before you do it.

Our guess is that restaurants often decant wine because many diners
want the whole show, and those decanters are often beautiful to look
at. If a sommelier simply said, “I think your wine would benefit from
decanting. Shall I?” we’re sure most people would say yes. But we
prefer to taste a wine before it’s decanted to see if we think it really
needs it. If you taste first and then decant, you’ve lost nothing; if you
decant first and then taste and suspect that the wine may have lost
something to the air, you can’t go back. (Of course, sometimes very old
wines are throwing a lot of sediment and simply need to be decanted
for that reason, but that’s another matter.)
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2. Don’t overchill.
Many white wines continue to be served so cold they hurt our teeth
(and, of course, too many reds are served at room temperature, which
is too warm). This should be easy to fix.
3. Offer more half bottles.
More good wines now are available in half bottles and they are fun to
have at restaurants, but many restaurants have a small, tired selection
of them. These days, there’s no reason not to do better. Offering well-
priced, interesting halves encourages experimentation and adds to the
enjoyment of the meal. It also solves the problem of tables at which
some diners prefer whites and some reds.
4. Keep open bottles well.
If you’re going to offer several wines by the glass, invest in a system to
keep the wines in good shape overnight or offer a day-old glass gratis to
good customers, or just pour them out. This should be a common
practice, especially at any place that calls itself a “wine bar.” Paying
wine-by-the-glass prices for a glass of wine from a bottle that has been
opened and uncared-for for who-knows-how-long is infuriating.
5. Show me the bottle.
We understand this isn’t always possible, but when we order a wine by
the glass, how about bringing over the bottle and then pouring the wine
into the glass? We like to see what we’re getting, and this also allows us
to make sure that we’re not getting the bottom of the bottle, which
could be a problem if you haven’t kept it well since opening it.
6. Offer “wine doggie bags” and know the laws.
Most states now allow diners to take home unfinished bottles of wine.
Restaurateurs need to make sure patrons know they can do this, and
they need to know the relevant laws in their state (for instance, many
states require a sealed, tamper-evident bag). Wine doggie bags are a
good thing for many reasons. Restaurants need to promote this trend.
7. Stop abusing the wine.
While fancy restaurants these days generally seem to keep their wine
well, we’re really talking here to all of those thousands of friendly,
marvelous neighborhood places where wine is, unfortunately, too much
of an afterthought. It’s amazing how often we see their wine displayed,
standing up, high on the walls of the dining room or even in the
kitchen. It’s always astonishing to us when we order a bottle of wine
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and see the waiter grab it right off a shelf near the ceiling of the dining
room, where it has been slowly cooking for weeks or months. This is
crazy. If you want to display wine bottles, put out some empty bottles,
or wines you never plan to open. But keep the real wine someplace
cool. Wine refrigerators now are more and more affordable. Invest in
one.
8. Offer more-interesting stuff.
Yes, fine restaurants are providing fascinating wine lists from across
the globe. But too many everyday restaurants, the kind of places where
most of us are more likely to eat on a regular basis, still offer the same-
old, same-old. Americans are increasingly comfortable experimenting
with unusual wines from around the world, and you’d better keep up
with us. We were at a little Indian place recently that offered a wine
from Lebanon (and at a good price). Just last week, at another Indian
restaurant, we had a tasty Sauvignon Blanc from India. There’s no
reason, these days, why all restaurants can’t have something
interesting.
9. Don’t overpour.
Wow, here’s a really easy one. If you want to leave the bottle on the
table and let us pour the wine ourselves, we’d be delighted. But if you
are going to pour for us, remember that there should just be a small
amount of wine in a glass, to allow the wine to breathe and the drinker
to swirl and sniff. Too many places fill it up like a glass of water, which
makes us think they’re trying to empty the bottle so they can sell us
another. On the other hand, don’t clear away wine glasses with wine in
them unless you’ve asked if we’re finished. We tend to linger over wine
and, if it’s a good one, we enjoy smelling the glass with the very last sip
in the bottom. It’s always amazing to us that waiters look at a plate
that’s completely empty and say, “May I take it away?” but don’t
hesitate to clear away the wine glasses with a few precious sips — and
plenty of great smells — still in them.
10. Get better glasses.
Many fancy restaurants now have excellent wine glasses. But fine
glasses are so affordable — even Costco has some good ones at low
prices — that there’s no reason why that casual neighborhood joint
down the street can’t pour wine into good glasses. Trust us on this:
Diners will appreciate the nicer glasses because they will enhance the
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whole dining experience by better displaying the wine’s characteristics.
Diners will be happier with their wine choices. And when people walk
in and see wine in those pretty glasses, they’ll be more likely to order
wine themselves. Everyone wins that way.
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How to open wine bottles
1. Discuss how to open wine bottles
2. Enumerate how to open wine bottles
How to Open a Bottle of Wine
You have a great bottle of wine, and you're ready to conduct a private
tasting. Now how do you extract the cork from the bottle? Read on for four
different ways to open wine: with a sommelier knife, a wing corkscrew, a
hammer and nails, or a shoe.
Opening Wine with a Sommelier Knife
1. Cut off the foil. The sommelier knife is constructed with a folded knife
on one end and a folded corkscrew on the other. Open the knife and use it to
score the foil just below the lip at the top of the wine bottle. Remove the foil
cap and discard it, then close the knife into its recess.
 Some sommelier knives have a sharp disc, rather than a knife, intended to
be used to cut the foil.
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 The foil should always be cut just below the lip of the wine bottle to prevent
any wine from touching it when poured. Coming into contact with the foil
can change the taste of the wine.
2 Unfold the corkscrew and insert it in the cork. Position the tip of the
corkscrew in
the center of
the wine
bottle's cork,
push it in, and
begin twisting.
Keep twisting
the corkscrew
until you have
only one twist
left.
 Don't twist too
far into the
cork, or pieces from the bottom of the cork may get dislodged into the wine.
 If you don't twist far enough, the cork may break in two when you try to
extract it.
3 Begin dislodging the cork. Move the lever arm down toward the neck of
the bottle. Set the first set of ridges at the bottom of the lever arm on the lip
of the bottle. Push down on the
lever so that the cork begins
moving upward. If necessary, use the
second set of ridges on the lever arm
to continue dislodging the cork.
 Make sure you have a firm grip on the
bottle, and that the lever arm is
firmly in place, before you begin
pulling up. Otherwise, the arm might slip.
Document No
Issued by:
July 2016
JELLANE M.
SEÑORA
 If the cork won't budge, you may not have screwed the corkscrew in far
enough. Twist it until there is only one twist remaining before using the
lever.
4 Remove the cork. Pull up the handle of the sommelier knife's handle
firmly. The cork should easily lift from the bottle with a slight pop.
 If the cork doesn't lift from the bottle, screw the corkscrew in deeper, lift the
cork using the lever arm, and try pulling on the handle again.
 In fine restaurants, sommeliers untwist the corkscrew from the cork while it
is still in the bottle, then finish removing the cork by hand. The cork is set
on the table for the patron to examine for signs of freshness.
Document No
Issued by:
July 2016
JELLANE M.
SEÑORA
LO5. CONCLUDE FOOD SERVICE AND CLOSE DOWN DINING AREA
1. Soiled dishes are removed according to enterprise standards of

service.
2. Billings are presented to the diners according to food enterprise
billing procedure.
3. Payment is acknowledged as soon as it is received.
4. Tables are cleared and reset according to food enterprise
procedure.
5. Closing down activities is performed according to food enterprise
procedure.
CONTENTS:
 Clearing the Table

 Re-setting the Table
 Presenting the Bill
 Bidding the Diner Good bye
METHODOLOGIES:
 Lecture-discussion
 Demonstration
 Audio visual presentation/film viewing
 Role play
ASSESSMENT METHODS:
 Simulation/practical test with oral questioning

 Oral or written test
Document No
Issued by:
July 2016
JELLANE M.
SEÑORA
Learning Outcome 5
CONCLUDE FOOD SERVICE AND CLOSE DOWN DINING AREA

Clearing the Table sheet.
Read Information Sheet 4.5-2 in Re- Make sure to read the information
setting the Table sheet.

Presenting the Bill sheet.
Bidding the Dinner Goodbye sheet.
Document No
Issued by:
July 2016
JELLANE M.
SEÑORA
Clearing the Table
1. Discuss clearing the table
2. Enumerate the steps in clearing the table
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
Document No
Issued by:
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JELLANE M.
SEÑORA
 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.
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.
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.
Document No
Issued by:
July 2016
JELLANE M.
SEÑORA
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.
Document No
Issued by:
July 2016
JELLANE M.
SEÑORA
Re-setting the Table

1. Discuss re-setting the table
2. Enumerate the steps in re-setting the table
Re-setting the Table

• Return to the cleared table with a tray
carrying the correct number of flatware
settings, bread plates, wine glasses and
napkins to re-set the table.
• Quietly re-set table for maximum capacity unless otherwise directed.
• Do not reset tables with flatware and glassware after the station is closed
unless directed to do so. • Always push chairs in after re-set is complete.
• Relight lanterns or candles if necessary.
• Smoking tables should always have two clean ashtrays with a new pack of
matches.
• With each turn, tables and surrounding areas should look as they did at
the beginning of the shift.
Document No
Issued by:
July 2016
JELLANE M.
SEÑORA
Presenting the Bill

1. Discuss presenting the bill
2. Enumerate the different settlement of the bill
Guest Billing and checks settlement in Restaurants

SOP Number: F&B -XX ( SOP serial number and department code )
Department: Food and Beverage Service – General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 60 Minutes
Print the bill / check for presenting to the guest:

 Print the guest check from the POS machine on a ‘Slip Printer’ / ‘Roll
Printer’.
 Place the check on the bill folder.
 Place a pen along with the bill.
 Present the bill to the guest / host.
Settlement of by Cash:
 Cash settlements may vary among restaurant / hotel policy.
 If the guest wants to settle by foreign currency then request the guest
to exchange the currency with the front desk cashier. ( Depending
upon the hotel and local government policy)
 Present change in the folder.
 Do not claim the tip until guest leave.
 If the guest leaves while you are settling the bill then, the change is
your tip.
Document No
Issued by:
July 2016
JELLANE M.
SEÑORA
Settlement by Credit Card:
 Swipe the Card on the EDC machine.
 Enter the amount on the EDC machine.
 Verify the amount entered with the amount on the bill. Confirm the
settlement.
 Take print out and get signature on the merchant copy from the guest
along with the check copy.
 Return the credit card along with the guest’s copy of the credit card
slip / voucher.
 If guest adds a tip on the Credit card slip then adjust the same on the
EDC machine and take a new printout.
 If the credit card is declined / expired then politely ask the guest for
another card or form of payment. If necessary ask the guest to step
away from his or her group so that he or she will not be embarrassed.
Settlement to In House rooms:
 Request the guest to write their name and room number on the
printed check and sign them.
 Do a room enquiry on the POS machine with the details mentioned on

the bill by guest.
 Try searching by room number first if not found then try again by
searching by the last name of the guest.
 If details matched with those given on the bill then settle the bill on to
that room.
 If the details doesn’t match then, Ask the guest to present the room
key as identification.
 If the POS enquiry fails with the given details, Then crosscheck with
the front desk team with the guest details. And check if the guest is
entitled for a credit on the restaurants.
 Nowadays on the PMS there are features to block all POS settlements,
This will restrict any POS settlements from restaurants to the guest
Document No
Issued by:
July 2016
JELLANE M.
SEÑORA
room account, So these guests has to pay their bill directly at the
restaurants by other payment methods.
Settlement to Company or City Ledger:

 Ask the guest to write down the Company name on the bill, Some
companies have credit with the hotel. These are called city Ledgers.
 If the guest is aware of the unique City Ledger number then ask for
the same.
 Ask guest to sign on all the checks.
 Give the receipt showing the charges.
 Make the settlement to City Ledger and close the Table on POS.
Settlement against Coupons, vouchers and Gift certificates:
 Read the coupon carefully to determine if it is a valid or expired one.
 Find out what all charges are covered.
 Don’t give any cash as change for gift certificates and coupons.
 If the coupon amount doesn’t cover the total food bill then collect the
balance amount by other method of payments.
 Keep the coupon safely on the cash box / folder. Treat them as cash.
Guest Bill Settlement Type Diagram
Thank Guest:
 Thank the guest when you return the change and receipt.
 Invite guest to return to the restaurant / hotel again.
 If the guest leaves without settling the bills then inform the Security
Manager and Outlet manger about the same.
Document No
Issued by:
July 2016
JELLANE M.
SEÑORA
Bidding the Diner Goodbye

After reading this INFORMATION SHEET, YOU MUST be able to
1. Discuss the bidding the dinner goodbye
In this session, you will learn to bid goodbye. It is just as important to bid
the guests goodbye as to welcome them. This is done by accompanying them
to the door. As they walk past the door, they should be thanked and invited
to come again, with a smile and a bow. Make them feel that you are grateful
and happy to be of service to them.
Bidding the Guest Goodbye
STEPS:
1. When the guests are ready to leave, the waiter must pull out the chair of
at least the oldest or the most important looking lady in the party.
2. He must help them gather their belongings such as umbrellas, bags or
packages that they may otherwise forget.
3. If it is raining, he must have as many of them as possible into their
raincoats.
4. He must escort them to the door and open the door for them, if there is no
headwaiter to perform these acts of courtesy.
5. He must thank them for their patronage.
6. He must bid them goodbye graciously.
Document No
Issued by:
July 2016
JELLANE M.
SEÑORA

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COMPETENCY-BASED LEARNING MATERIALS

INFOTECH DEVELOPMENT SYSTEMS COLLEGES

No. Unit of Competency Module Title Code

Prepare the dining Preparing the dining

Welcome guests and Welcoming the guests

Promote food and Promoting food and

Provide food and Providing food and

5. Provide Room Service Providing room service TRS512391

Receive and handle Receiving and handling

Read information sheets and complete the self-checks. Suggested

UNIT CODE : TRS512390

MODULE TITLE : PROVIDING FOOD AND BEVERAGE SERVICE

MODULE DESCRIPTION : This module deals with the knowledge and

SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able

LO1 Serve food orders

1. Food orders are picked up and checked according to enterprise

24. Soiled dishes are removed according to enterprise

1. Food orders are picked up and checked according to enterprise

 Simulation/practical test with oral questioning

Learning Activities Special Instructions

Courtesy is one of the most essential aspects of restaurant service, so is a

Sequence of service is referred to as the order in which a waiter provides

Handling Reservation & Allocation of tables

 Reservations are accepted in fine dining or specialty restaurants;

 Following points must be noted down while taking down a reservation

 Contact number and name of the booker o Any special request/

 Reservations of the day are discussed during briefing prior to meal

 The guests can be seated on appropriate table, as per request or

 As the guest enters a restaurant, he/ she must be greeted cordially

. • Find out if the guest has a reservation.

 Guest should be led to their table, if there is a gesture towards the

Seating the guest

Seating the guest on a chair

 Stand straight 9-12” behind the guests’ chair.

 It must be ensured that the chair is not dragged.

 Seating the guest on a sofa

 Seat gents before ladies.

 Rapid movement of chair.

 Incorrect handling of chair.

 Show irritation due to indecisiveness of guests, as to where to sit.

 While pouring water following points must be kept in mind:

o Regular water poured from a water jug

 Should be cold and room temperature as per guest’s requirement.

 Should be carried on an underliner or with a waiters’ cloth neatly

 Glasses must only be refilled when they are two-thirds empty

o Mineral water poured from the bottle

 Seal must be opened in front of the guest.

 Should be carried in a cane basket and after pouring can be placed

 However, must be ensured that the service of water is done by the

 Guests must be checked with, before opening a new bottle.

 Aperitif card must be presented to take drink order prior to

Presenting a menu card

 Present individual menu cards to the guests.

 Give 5-7 minutes to the guests to go through the menu.

 Stand straight at a position where it is convenient to talk to the

 Take down the order systematically on KOT (Kitchen Order Ticket)

 After taking order, repeat the order.

Service of Food and Beverage Orders

 Waiting staff must ensure that the same is replenished as soon as it

 Sequence of serving guest is as following: o Guest of honor is served

 Service of food: o Pre-plated service of food must be from the right

 Service of each course should be coordinated in a manner that the

 Guest must be asked whether the food is up to their expectation. It