Beruflich Dokumente
Kultur Dokumente
MODULE 1
LESSON 1: Duties & Responsibilities of Waiter
Session Objectives
At the end of this session, you will be able to:
Describe a food and beverage attendant/waiter.
Identify the duties and responsibilities of the Food and Beverage Service (F&BS) attendant/waiter.
Introduction
In this session, you will learn the duties and responsibilities of a food and beverage service
attendant/waiter. You will also learn the skills and knowledge required to provide food and beverage
service to customers in different hospitality industry establishments
What is Food and Beverage Service Attendant/Waiter
Basic Function:
Takes and serves food and beverage orders according to prescribed standards of service.
Specific Duties:
Session Objectives
At the end of this session, you will be able to:
Explain the organizational structure of the food and beverage department.
Identify the food and beverage job titles and responsibilities of staff.
Introduction
In this session, you will learn the organizational structure of the food and beverage personnel.
Also, you will know the job titles and responsibilities of the staff
The following are the personnel involved in food and beverage service industry
CAPTAIN WAITER
Basic Function: Oversees the set-up and delivery of services in his/her assigned station.
RECEPTIONIST
Basic Function: Welcomes and greets customers at the entrance and escorts them to their tables.
BUSBOY
Basic Function: Dining room helper and runner
BARTENDER
Basic Function:
Prepares/mixes alcoholic and non-alcoholic beverages according to prescribed standards.
BARBOY
Basic Function: Acts as runner and helper in the bar.
MODULE 2
Lesson 1: Types of Service – French Service
Session Objectives
At the end of this session, you will be able to:
Describe the French service.
Apply the French service.
Introduction
In this session, you will learn French service and the role of a food and beverage service
attendant/waiter in a French service.
French Service
A formal type of service that originated from European nobility and presently enjoyed by a few
who can afford the expensive meals served. The French service entails the initial preparation of food in
the kitchen, with the final preparation done in the dining area in front of the guest.
The food is brought to the table on a cart, called gueridon. On the gueridon is small heating
equipment, called rehaud. This service requires a high level of competency and showmanship of the
food and beverage service attendant/waiter.
Role of the two waiters working together to prepare and serve the meals:
1. Chef De Rang (experienced waiter) seats the guests, takes the orders; serves the drinks;
prepares some of the food with flourish at the guests' tables and presents the check for
payment.
2. Commis de Rang (assistant) takes the order from the chef de rang; picks up the food from the
kitchen and carries it to the dining room; serves the plates as dished by the chef de rang; clears
the dishes and stands ready to assist when necessary.
Food is plated directly from the pan to the guest’s plate where the gueridon serves as the
working station
Serve food and beverages from the right side of the guests using the right hand, right foot
forward except small items like bread and butter.
Clear food and beverages from the right side of the guests using right the hand except items
located on the left side
Serving movement should be in clockwise direction.
Session Objectives
At the end of this session, you will be able to:
Describe the Russian service or spoon-and-fork service
Apply the Russian service or spoon and fork service.
Introduction
In this session, you will learn Russian service or spoon and fork service and also the role of a
food and beverage service attendant/waiter in a Russian service or spoon and fork service and put it into
practice.
Russian Service
Food is brought into the dining room in a silver platter and is served by the food and beverage
attendant/waiter to the guests' plates which have been previously set before the guests arrive. All work
can be done by one waiter. It is commonly used for banquets and formal sit-down meals where all the
guests are having the same menu
Use a separate service spoon and service fork for each dish. Two spoons are not used together
but two forks may be used for delicate food. A single utensil is never used to hold food items.
Hold platters parallel to the floor at all times. Make sure the platter is balanced.
Serve ladies first. Stand slightly behind and to the left of the person to be served, your feet
together and back straight. Step forward with your left foot into the space between the guests,
placing the platter between the guests, and over the table space.
Lower your body using your legs and keeping your back straight.
Keep the platter level and balanced
Lower the platter until it is approximately 1 inch above the plate to be served. Never allow the
platter to touch the guest’s plate.
Do not attempt to serve from a platter higher than 1 inch above the guest’s plate to avoid
spillage
Tip! Utensils are always in the right hand, as the platter is always in your left hand, regardless of
right-handedness or left handedness of the service personnel
Position the ends of the service spoon and fork in the center of the palm of the serving hand.
The service fork should be on top of the service spoon.
Except the forefinger, hold the service spoon firmly.
Use the forefinger and thumb to hold the handle of the service fork.
Introduction
In this session, you will learn American service or blue-plate service and also the role of a food
and beverage service attendant/waiter in American service or blue-plate service and put it into practice
American Service
American service is characterized by portioning all the food on the dinner plate in the kitchen. It
is the fastest of all types of service and requires the least amount of skills of the food and beverage
service attendant/waiter. In this service, equal portioning and uniformity in plate presentation must be
given attention.
Serve plated food from the left of the guest, using your left hand. Move in a counter clockwise
direction whenever.
Clear plates from the right of the guest, using tour right hand. Stack them on your left hand,
wrist and forearm. Move forward in a clockwise direction.
Items located on the left side such as B&B plate, fork and others are cleared from the left side
of the guests. Do not reach across the guests.
Serve beverages from the right side of a guest with your right hand, travelling in a clockwise
direction
Reminder! Soup is served and cleared at the right side of the guests using right hand.
Session Objectives
At the end of this session, you will be able to:
Describe the Buffet Service.
Apply the Buffet Service.
Introduction
In this session, you will learn Buffet Service and also the role of a food and beverage service
attendant/waiter in Buffet Service and put it into practice
Buffet Service
A type of service in which guests select their meal from an attractive arrangement of food on
long serving tables. This service is characterized by the guests obtaining either whole meal or parts of
the meal. Food is usually stocked in warmers or chafing dishes which are properly arranged from light to
heavy meals. Salads and desserts can be displayed in a separate area to hold its desired temperature.
Buffet service is a faster service and prices are usually lower than in other types of services
Reserve pre-arranged food in a chafing dish for refilling. Never refill food in the dining area using
any type of plate.
All serving utensils must be placed in an under liner plate.
Names of each dish must be displayed on the buffet table using a tent card.
Service personnel are responsible for maintaining the smooth traffic flow of guests. They must
give special attention to every detail necessary in a buffet service
MODULE 3
Lesson 1 – Dinning Tools and Equipment
Session Objective
At the end of this session, you will be able to:
Classify the different dining tools and equipment
Introduction
In this session, you will learn the different dining tools and equipment. You will know all the
equipment used by waiters commonly found in restaurants and other food industries. Remember
though, that there is a wide variety of possible styles so the photos in this module are only examples of
the different kinds of dining tools and equipment: other styles may be equally common and valid
Session Objectives
At the end of this session, you will be able to:
Know how to handle flatware and glassware.
Practice proper ways of holding a service spoon and service fork.
Demonstrate ability in carrying a large tray, oval tray, small tray, and round tray
Demonstrate ability in unloading items in a rectangular tray
Introduction
In this session, you will learn the proper handling of food and beverage equipment. Although
the food and beverage equipment are hygienically washed and sterilized by the high temperature of the
washing cycle in a commercial dishwasher, it is still necessary to polish all flatware and glassware by
hand before they are placed on the table or used to serve food and drinks.
A. Handling Flatware
1. Always use a lint – free cloth should be used to wipe wet flatware for this will prevent water marks
2. Always hold flatware at the waist. Do not touch the top or bottom areas to avoid fingerprints.
3. Handle flatware with a cloth napkin to avoid fingerprints
B. Handling Glassware
1. Never handle glasses by the rim.
2. Hold stemmed glassware by the stem.
3. Grasp a non-stemmed glassware at the lower 1 ½ inches of the glass.
A. How to Carry and Serve using a Small Tray/ Tea Tray/ Round Tray
1. Carry the tray at waist level.
2. Carry the tray with your left hand and serve beverages using your right hand, right foot forward.
Session Objectives
At the end of this session, you will be able to:
Learn the 7 basic napkin folding.
Demonstrate the ability in folding napkins.
Introduction
In this session, you will learn the basic napkin folds. You will also learn some techniques in order
to fold the table napkin easily
STEPS:
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in laying the tablecloth properly
Introduction
In this session, you will learn the proper way of laying tablecloth. Also, you will know some
techniques to easily lay the tablecloth.
Before laying the tablecloth, the table and chairs should be in their correct position. The table
top should be clean and the table leveled with care to ensure that it does not wobble. If the table
wobbles slightly, a disc sliced from the cork will correct the problem. Next, the correct sizes of the
tablecloths are folded, known as the screen fold.
Check the table for steadiness and position it for ease of access for service. If the table is
unstable, it must be stabilized.
Stand centrally between two legs of the table.
Position the folded cloth on the table with two woven edges towards you and the two folds of
the corcertina facing away from you.
Position the vertical center crease in the center of the tables, holding the corcertina fold.
Lean across the table and release the bottom layer of the cloth to hang over the far edge of the
table.
Re-position the horizontal crease of the cloth in the center of the table.
Release the hold on the center fold and draw the top fold towards you.
Having centered the cloth both vertically and horizontally, the cloth should now be positioned
with an equal drop all around, with the folds of the cloth covering the legs.
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in setting the table for breakfast, lunch and dinner
Introduction
In this session, you will learn the basic set-up procedures for a typical restaurant which serves
breakfast, lunch and dinner. Table setting depends on what type of service your restaurant is offering.
a. Place a dinner fork, salad fork, and cocktail fork at the left of dinner plate.
b. Placea dinner knife, salad knife, soup spoon at the right side of the dinner plate.
c. Place a dessert fork and spoon on top of the dinner plate
MODULE 4
Lesson 1 – Welcoming Guest
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in welcoming ,greeting, and seating the guests
Introduction
In this session, you will learn the proper way of welcoming, greeting, and seating the guests. Be
sure that guests are seated in order of their arrival, giving preference to guests with reservations at their
appointed time
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in unfolding napkin
Introduction
In this session, you will learn the proper way of unfolding a napkin. Opening the napkin for your
guest ensures that the napkin is out of the way when drinks and foods are served. Some guests will open
their own napkin as soon as they sit down, others will wait for you to open it for them.
STEPS:
1. Pick up the napkin using the right hand from the right side of the guest.
2. Unfold the napkin from its fold into a triangle
3. Place it across the guest's lap with the longest side of the triangle closet to the guest
4. Move around the table opening the napkins, ladies first.
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in serving water
Introduction
In this session, you will learn the proper way of serving water. The purpose of serving iced water
is to refresh the guests' palates and allow them time to select a pre-dinner drink. It should be available,
although in some establishments it may not be the practice to serve it unless it is asked for.
STEPS:
1. Position the water glass to the right of the wine glass above the table knife
2. Pour water from the guest's right side
3. Move around the table pouring the water, serving the host last
4. Continue to offer water throughout the meal as required
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in serving bread
Introduction
In this session, you will learn the proper way of serving bread. You will know the technique in
serving bread.
Procedure in Serving Bread
STEPS:
1. Place the butter next to the bread and butter plate
2. Use the left hand to carry the bread basket and use the right hand to carry serving fork and
serving spoon
3. Transfer the bread basket to the flat of the left hand
4. Serve from the guest’s left side
5. Hold the left hand ( with the bread basket) down over the edge of the side plate
6. Transfer the bread from the basket to the side plate using service gear
7. Move around the table, serving the host last
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in offering and serving aperitif drinks
Introduction
In this session, you will learn the proper way of offering and serving aperitifs. The aperitif orders
should be taken as soon as possible after the guests have been seated. You should encourage the guests
to try something a little adventurous or different by suggesting specialty cocktails or beverage.
Offering and Serving aperitif drinks
STEPS:
1. Offer the beverage list or suggest a variety of the beverages available
2. Assist the guests in making their selections by explaining what is in the various cocktails and
what they look like
3. Record the orders in sequence around the table
4. Place the order in the bar
5. Arrange the drinks in sequence of service on a bar tray
6. Place a coaster on the table
7. Face the garnish of the drink to the 3 o’clock position
8. Inform the guest about the beverage name
MODULE 5
Session Objective
At the end of this session, you will be able to:
Explain the different types of menus and their advantages and disadvantages.
Introduction
In this session, you will learn the types of menu. Menus are divided into two main types,
traditionally called à la carte (according to the card/list) and table d’hôte (table of the host). The key
difference between these two is that the à la carte menu has dishes separately priced, whereas the
table d’hôte menu has an inclusive price, and prices foods together in a group (set) as a complete meal.
There may be choices within each course.
Type of Menu
1. The à la carte menu
The key characteristics are:
a. A complete list of all foods served: extensive choice listing under course headings, or
type of meal or cooking method.
b. Each dish is priced separately; shows the price of each dish.
c. All dishes being prepared to order often containing the exotic and high cost seasonal
foods.
d. Usually more expensive: higher cost price.
2. The table d’hôte menu or set menu
The key characteristics are:
a. Restricted menu: the menu has a fixed number of courses (3 to 4 selections).
b. There is a limited choice within each course.
c. Fixed selling price.
d. All dishes are ready to be served at a time.
e. The menu can be available during a pre-determined time.
Content of Menu
The foods on traditional menus are grouped into categories of related foods according to the
custom and preference of the management.
1. APPETIZERS
juices, fruits Coffee, tea, milk and other drinks.
2. SOUPS 6. COCKTAILS & WINES
May be separate or grouped with appetizers, included Red wine, White wine and other cocktail drinks.
with table d’hôte entrees. 7. SPECIAL OF THE DAY
3. ENTRÉE May be a left-over or a seasonal dish or chef’s
Steaks, seafood, meat, poultry, sandwiches, salads and specialty.
specialties. 8. SEASONAL SPECIAL
4. DESSERT attached to the menu when there is abundant supply
Pies, ice cream sherbet and sundaes. of particular food available at a low price
5. BEVERAGES
Session Objectives
At the end of this session, you will be able to:
Make the necessary preparations before presenting a menu card
Explain the menu and take order properly
Introduction
In this session, you will learn how to present the menu. Also, you will learn to take orders and
suggest menu items to guests
STEPS:
“Ma’am/sir, I would like to present to you our menu for your selection, I will take your order whenever
you’re ready
STEPS:
1. When the guests seem ready to order, stand near the table
2. Stand straight, with both feet on the floor
3. Offer and explain the house specialties and menu enthusiastically.
4. Answer the guests' questions honestly but without speaking badly of any dish on the menu
5. Make suggestions and offer alternatives
6. Ask for the order. Address ladies before gentlemen, unless there is an obvious host who may be
ordering for the table
7. Hold the order-taking pad in your left hand.
8. Stand to the right of the person whose order is being taken
9. Be quick, yet courteous
10. Maintain a conversational tone even if it’s busy and noisy. Don’t shout and don’t ask guests to
shout their order
11. Repeat the guest order accurately
12. Always smile and be attentive
MODULE 6
Lesson 1 – Completing Table Set up
Session Objectives
At the end of this session, you will be able to:
1. Identify the cutlery needed in the dining area
2. Demonstrate ability in completing the table set up
Introduction
In this session, you will learn to complete the table set up based on the guests' order. The kind of table
service the restaurant uses will determine the pattern of table setting
Completing Table Set Up
STEPS:
1. Prepare the cutlery for each guest on a service plate
2. Start with the guest whose order was taken first, move around the table to correct the covers
3. Set up the knife section of the first guest and the fork section of the next guest by standing
between them to prevent the need to lean across the front of the guest
4. Guests use the outer cutlery for their first courses and move inwards for each succeeding
course.
5. Pick up the cutlery, holding it between the thumb and index finger at the neck or join between
the handle and the top of the appropriate cutlery. This will ensure that no fingerprints can be
seen on the cutlery after it has been placed
Session Objectives
At the end of this session, you will be able to:
Identify the cutlery needed in the dining area
Demonstrate ability in completing the table set up
Introduction
In this session, you will learn to serve foods according to sequence. Serving means to bring the
food orders to the table and attending to the guests' needs throughout the meal. It is important to
remember the basic procedures in serving food.
Serving the Order
- To provide a prompt and efficient service, observe the following:
Session Objectives
At the end of this session, you will be able to:
Demonstrate ability in removing soiled plates and flatware.
Learn how to remove condiments, shaker, soiled glasses, and soiled napkins.
Introduction
In this session, you will learn to remove soiled plates and flatwares. Also you will learn the
proper way of removing condiments, soiled glasses, and soiled napkins. There are certain procedures to
be observed when removing soiled plates, flatwares, condiments, shakers, soiled glasses, and soiled
napkins
Session Objectives
At the end of this session, you will be able to:
Learn the standard procedure in handling guests' complaints.
Demonstrate ability in handling guest's complaints.
Introduction
In this session, you will learn to handle guests' complaint. Handling guests' complaints entails a
lot of patience, understanding and skill in people management. As a general rule, you have to remember
that each guest should be treated as if he is a guest in your own house. Try to extend the utmost
courtesy whenever possible. The way you handle a complaint will determine whether you would get
repeat clients or not.
Standard Procedure:
1. Listen attentively
2. Try to understand the cause of the complaint
3. Apologize and promise to correct the situation
4. If the complaint concerns food, offer to exchange or substitute other food.
5. Thank the guest for bringing the complaints to his attention so you can take care of it.
6. If you are unable to satisfy the guest, call the manager who will handle it.
7. Report all complaints to your supervisor, no matter how trivial it is, so corrective action can be
taken.
MODULE 7
Lesson 1 – Presenting Bills
Session Objective
At the end of this session, you will be able to:
Demonstrate ability in presenting bills.
Introduction
In this session, you will learn to present bills to the guests. In most dining rooms, it is necessary
to hold the bill until the guests ask for it. Then, present the bill inside the bill folder or tray to the left
side of the guest. A guest bill should not be presented to the guest until it has been totaled. Be sure the
amount is correct to avoid misunderstanding. If the guest pays in cash, always count the money before
the guest, and then proceed directly to the cashier for payment. Count the change and give them to the
guest with the bill stamped”Paid”
- The following are some of the important things to follow in the proper handling and processing
of guests' checks:
1. If there is more than one couple in the group (especially tourists), ask if they prefer separate
checks. This will save time and eliminate confusion later when the check is presented for
payment or signature.
2. Complete the information in the order slip as to the number of guests, table number, date
and your name so that the guest could properly accomplish the same.
3. A guest's check should not be presented to the guest unless it has been totaled with the
percentages of service charge and tax added. Be sure that the amount of check is correct to
avoid misunderstanding and ill-will.
4. When the guest signs his check, make sure that it is signed properly. Turn it over to the
cashier on duty for immediate processing.
5. In most dining rooms of first class category, it is customary to hold the check until the guest's
check is already properly totaled.
6. Present the guest's check face down on a small tray at the guest’s left side.
Session Objective
At the end of this session, you will be able to:
Demonstrate ability to bid goodbye.
Introduction
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.
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.