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Table Reservations Telephone Guidelines When Receiving Calls

Taking Reservations
1. Everyone regardless of position, must answer the telephone
 Before you take a reservation, make sure you know the 2. Lift the receiver only when you are ready to talk. The
answers to the questions you are likely to be asked: distance between mouthpiece and your mouth is 1 1⁄2
 What kind of cuisine do you offer? inches or 2 fingers away.
 What style of menu do you offer? 3. Answer the telephone after the second ring but before the
 Do you accept credit cards? Which ones? third ring.
 When are you open? For both lunch and dinner? 4. Before answering the phone, pause, take a deep breath and
 Are children welcome? smile.
 Can you cater for disabled people in 5. Answer calls pleasantly by using this pattern:
wheelchairs? Greeting + identify section/department + identify self +
 Are you air-conditioned? offer help.
 Do you have car-parking facilities? Example: good afternoon, ___, this is MJ
 Do you cater for functions? speaking, how may I help you?
 How do I find your establishment?
Receiving the Inquiry 6. As much as possible, answer the telephone by using the
£ Telephone English language and the right phraseologies.
£ Fax { Avoid plain “HELLO”
£ Email { If the caller is speaking in the vernacular, adjust
£ Walk in to the caller and speak the same language.
£ Internet 7. Be friendly and show respect even before you know who
 Venue’s Website
your caller is.
 3rd Party Website
£ Other venue referrals
8. Never cradle the telephone on your shoulder.
£ Personal referrals 9. Make sure to have writing pen and reservation book close
£ Repeat business to hand.
10. Do not be rude when receiving a rude caller.
Sales Techniques Used to Take Reservations { Apologize to the caller to show empathy for
 Upselling having reached a wrong number by saying: I’m
 How it works sorry madam/sir but you have reached a wrong
— This sales technique starts the selling number. May I help you?
process at the lowest priced item and { Offer help if necessary.
then sells up to the next level and then
the next, until the customer chooses the 11. Answer any questions clearly and politely. If you don’t
level and price of product or service know the answer, find someone who does or offer to call
they require (and with which they are back.
comfortable), based on the features Telephone Guidelines During Conversations
described and the perceived value. 1. Speak clearly and directly to the mouthpiece. Project a
 When to use it “smile” in your voice.
— This works well when potential 2. People come before paperwork
customers have indicated they are not { Focus on the caller
sure what they want but are looking for { Concentrate and be attentive
something “special” (i.e. are booking { Do not do something else while talking to
for a birthday celebration, anniversary, someone on the phone.
etc.) 3. Personalize the call and establish rapport.
 Down Selling { Use the other’s name or title
 How it works { Avoid using “madam” or “sir” if you know the
— Down selling is essentially the name of the person you are talking with.
opposite of upselling; we start at the { Remember however to maintain professionalism.
most expensive item and work down to { Avoid getting too familiar.
the lowest price until the customer 4. Mention acquaintances by name or mutual experiences on
chooses the products or services they background for recall purposes only.
are comfortable with. 5. Use easy words
 When to use it { Do not use “military language” on civilians
— This also works well when a potential { Avoid acronyms, jargons, codes, and other.
customer indicates they are not sure 6. Do not interrupt while the caller is talking. Do not rush
what they are after, but gives us clues callers.
that value and money are important. 7. During an extended narration by the caller, indicate your
They may say, “what else have you presence in the line to show them that you are listening.
got?” in response to a higher priced 8. Put callers on hold properly
item, or enquire if there is “Anything { Explain to the caller the reason by saying:
cheaper?” “Please hold on to your line sir/madam I will
 Cross-selling (reason)”
 How it works { Do not make the caller wait for more than one
— A technique used to encourage minute.
customers to purchase additional 9. When going back to calls put on hold:
products to the main product to make it { Show appreciation to the caller by thanking
more desirable. Add-ons and extras are him/her: “Thank you for waiting sir/madam”
products that are sold as supplementary { Apologize if the waiting is a bit long: “I am
to the main product or service the sorry to have you kept waiting, sir/madam”
customer has bought.
 When to use it 10. If the called person is not available, do not rush to take the
— When customers make a reservation, message. Present the following options:
we often ask if there is anything else
we can do for them, or we tell them
about other features in the venue that { Offer your help or refer the matter to another
may be of interest. For example, we person in the company who can help or can
might ask if they would like a package attend his needs.
that includes breakfast and valet
parking, or we might offer to make a { Ask if he wants his call returned.
reservation in the restaurant for them.
{ Inform the caller what time he should call back.
11. Ask questions about the person’s point of view. This will  Chairs do not face the toilets or kitchen, rather they
show your interest in understanding his position. are positioned to face the focal points
12. If you must leave the line and put the caller on hold during  Chairs are away from sideboards, plants, doorways,
the conversation, explain to the caller the reason why. etc.
Taking Telephone Reservations
13. Listen to the caller with full attention. 1. Take reservations by telephone or in person
{ For telephone reservations, answer the phone by
14. Refer calls to the right department the first time. the third ring. Smile and identify yourself and the
{ Use proper salutation and standard phrase as per
{ When transferring calls, remember to: direction of supervisor.
2. Get reservation information and enter into reservation
{ Explain to the caller what you are going to do book.
and give caution in case the line gets-off. { Ask the person making the reservation for.
{ Date and time of the reservation.
{ Explain to the receiving party the reason for the { Name under which the reservation is being made.
transfer call to easy facilitation. { Number in the party, including number of
{ Special request, such as the booth, a window
15. Always end the conversation pleasantly and politely. seat, a high chair, etc.
{ Smoking or non- smoking section.
{ Review details. { Guest’s telephone or room number and person
making the reservation.
{ Remember to thank the caller. { Special occasion the guest might be celebrating.
{ For difficult or unusual names, ask guest to spell
the name. repeat all information back to the guest
16. When conversation is concluded, let the caller hang up and thank them for making the reservation.
first. { Under the correct spelling of the name, write it
the way it sounded when it was pronounced.
{ When the call is made by you, hang up first { Write your initials next to the reservation.
when conversation is concluded. 3. Make suggestions
{ If the caller asks what is on the menu, describe
several entrees.
{ Replace receiver gently
{ If the guest seems concerned about table
selection, make suggestions based on the
17. When a colleague is on the phone, tone down the preferred tables if they are not already reserved.
conversation in the background. 4. Process reservations received in writing.
{ Enter a reservation from a written request in the
{ Avoid giggling, laughing or shouting reservations book.
{ Note the following:
ñ Date and time of the reservation.
18. When closing the conversation, the following should be
ñ Name under which the reservation is
being made.
{ Number in the party including number of
{ Thank the customer for calling children
{ Special request, such as a booth, a window seat,
{ Let the customer know you appreciate his/her a high chair, etc.
business { Smoking or non-smoking section.
{ Guest’s telephone or room number.
{ If the guests are celebrating a special occasion.
{ Provide assurance that the promises will be
{ Note that the reservation was received in writing,
so that the guest will be sure to get the best
possible table and service.
{ Leave the customer with a positive feeling. { Write your initials next to the reservation.
19. When you are on the telephone, you represent the { Confirm all the details by repeating the details
organization/hotel. back to the guest.
20. Treat every call as an important call. Remember that you { Make sure all these details have been clearly
are not speaking to an instrument but to a person. written in the reservation book.
{ Complete the conversation with a show of
Floor Plan/Positioning Tables hospitality.
Floor Plan
 A drawing outlining the restaurant and showing the Prepare Service Stations and Equipment
positioning of tables, chairs, doors, windows etc. The General Equipment
purpose of a floor plan is to help staff to know exactly  There is a need to find out about the equipment commonly
which tables are reserved and what tables are available for used, as well as the key products that you are dealing with
walk-in customers. on a daily basis.
 Allows the kitchen and service staff to see how many  There is a wide range of equipment used by wait staff to
people are dining in the restaurant, the table configuration support them in delivering excellent service to customers.
for each night and whether tables are reserved or vacant.  Equipment is costly and varies considerably from
Key Points to Consider establishment to establishment, particularly in regards to
 The positioning of each table to allow sufficient space the quality of the equipment used.
between tables for the movement of service staff and Dinnerware/Chinaware
guest comfort Ü Is a term used for crockery
 Space between tables to allow for guest privacy
 Table positions are free from kitchen noise and away Types of Chinaware
from major traffic areas of kitchen, dispense bar, and Porcelain Bone China Earthenware Stoneware
cashier desk Is a ceramic Is porcelain May sometimes Is hard pottery
 Minimum space between 2 tables is 1.8 m material made of be as thin as made from
 Minimum space between the back of the chairs from made by clay mixed bone china and siliceous
one table to the next is 90cm heating with bone other porcelains, paste, fired at
 Minimum space between the table and a wall is 45cm selected and ash. though it is not high
refined --------------- translucent and temperature to
materials This is very is more easily vitrify (make ¶ 2.35 fl. oz
which often fine, hard chipped. glassy) the Mug
includes china that is ------------------- body. ¶ 12-16 oz. container for hot coffee orders
clay very It is also less ----------------- Sugar Holder & Creamer
expensive. strong, less It is heavier ¶ Is a container used to store sugar and creamer
tough and more and more Teapot
porous than opaque than ¶ Are used to serve hot water and tea.
stoneware porcelain. ¶ 28.7 fl. Oz.
How to Clean:
o Rinse after each use
Service Plate o At the end of the day, soak the teapot
¶ The largest plate that is used for multi course in a solution of baking soda & cold
meals. water (4tbsp)
¶ Acts as a base/underliner plate for appetizers, o Scrub gently with a rag & dry
salad, and soup. Coffeepot
¶ 11 - 14 inches ¶ A container, usually with a handle and a spout or
¶ Also known - buffet plate, charger plate, cover lip, in which coffee is made or served, or both.
plate, lay plate, and place plate. Cruets
Bread & Butter Plate ¶ Is the container for salt and pepper. Rice is
¶ Resembles salad plate are used in serving bread usually added in the container to prevent
and butter moisture and to keep it dry so it won’t cake up.
¶ 5 – 7 inches Toothpick Holder
¶ A container used to hold toothpick
¶ A shallow dish, typically having a circular
indentation in the center, on which a cup is
 Refers to glass and drink ware items, besides tableware,
such as dishes, cutlery and flatware.
 The term usually refers to the drinking vessels.
Entrée/ Salad Plate
 Well-designed glassware combines elegance, strength and
¶ Functions to serve salad presented before the
main course, as a side dish with the main course.

¶ But when salad is the main course, it is presented
Types of Glassware
on a dinner plate.
{ Tumbler
¶ Larger salad plate is about 8 to 8.5 inches
Ü Is a flat-bottomed beverage container for drinking
¶ Smaller 7 to 7.5 inches
made of plastic, glass, etc.
Dinner Plate
{ Mug
¶ Is used to serve the main course at all meals,
{ Stemware
formal and informal.
Ü Drink ware that stands on stems above a base. The
¶ 10 ¼ - 11 inches
stem allows the drinker to hold the glass without
Dessert Plate
affecting the temperature of the drink.
¶ Is a specialized plate used to serve desserts such
{ Footed wares
as fruits, cakes and other pastries
¶ 7.25 to 8.5 inches Glassware (Mug)
Fish Plate ñ Beer Mug
¶ A specialized plate, recognize as ornamentation T Is a heavy glass with handle and usually
in a fish pattern. with patterns cut into its side.
¶ 8 - 9 inches in diameter. T A flat-bottomed 8 to 16 oz. glass
Soup Plate Glassware (Tumbler)
¶ A deep, wide rimmed plate in which soup is ñ Highball Glass
served. T A family of tall straight glasses used for tall
Soup Bowl or long drinks.
¶ A bowl for serving soup. T A versatile glass with 5-12 oz.
¶ Bowl is a dish that is round and open at the top T This glass is taller than an old fashioned
for serving foods. glass & shorter than a Collins glass.
Bouillon Cup & Saucer ñ Collins Glass
¶ Are used for serving soups that are made from T A highball glass family 12-14 oz. used for
thin broth. long drinks, soft drinks and tropical juices.
¶ 20 ¼ fl. Oz. T This glass is somewhat narrower and holds
Finger Bowl less than the similar highball glass.
¶ Is a bowl of water, usually with lemon or flower ñ Zombie Glass
petals, which is used for rinsing one’s fingers in T Is the tallest highball glass 14 oz.
between courses in a multiple course meal. ñ Old Fashioned Glass
Sauce Boat T Is also known as rocks glass or “lowball”.
¶ Is a container for gravy and other sauces T It is a short tumbler 8- 10 oz. cylindrical
¶ 16.9 fl. Oz. glass with a heavy tapered base used for
Platter serving liquor “on the rocks” meaning over
¶ A large flat dish or plate, typically oval or ice.
circular in shape, used for serving food. ñ Pilsner Glass
Butter Dish T Is a glass use to serve many types of light
¶ A specialized dish in which butter is served. beers, but is intended for its namesake, the
¶ A typical measurement is 8 inches by 5 inches. pilsner.
¶ An alternative to a standard butter dish is also T It is smaller than pint glass, usually in
known as a butter crock. 250ml – 330ml in sizes.
Soup Tureen ñ Shot Glass
¶ A serving dish for foods such as soups or stews, T Is a small glass used for straight orders or
often shaped as a broad, deep, oval vessel with mixed shooters
fixed handles and a low domed cover with a T Also used as a measuring tool
knob or handle. ñ Iced Tea Glass
Cup & Saucer T Used to serve iced tea and sometimes water;
¶ Is used for serving coffee & tea. the larger size of this glass reduces the
¶ 5.4 fl. Oz. number of refills needed.
Demitasse Cup and Saucer Glassware (Stemware)
¶ Used in serving espresso coffee. ñ Cordial/Liqueur/Pony Glass
T A small stemmed glass used for serving and ñ Escargot/Seafood Fork
sipping cordials/liqueurs T Are two prong forks made of stainless steel
T 1-2 oz. capacity which are used with escargot dishes.
ñ Champagne Flute Glass ñ Cocktail Fork
T The 6-9 oz. used for serving champagne T Is a small fork like a trident, used for
T This is a tall, straight- sided, stemmed glass spearing cocktail garnishes such as olives.
with a very narrow bowl is preferred to ñ Salad/Dessert Fork
prevent the precious champagne bubbles T Has flatter and slightly broader tines than
from easily escaping. those of a dinner fork.
ñ Champagne Saucer Glass T Used when vegetables are served as salads.
T With 4 oz. capacity, shallow, broad- bowled ñ Salad Knife
and solid- or hollow- stemmed T Type of utensil is designed to be used for
ñ Champagne Tulip Glass cutting fresh vegetables such as salad
T The 6-9 oz. used for serving greens.
champagne/sparkling ñ Dessert Spoon
T Same with champagne flute but with a T Designed specifically for eating dessert and
tapered mouth shaped like the tulip flower sometimes used for soup or cereals.
to keep the bubbles of champagne longer T With an oval bowl, it typically has a
ñ Margarita Glass capacity around twice that of a teaspoon.
T A 12-17 oz. stemmed glass with a wide, T 7 to 7 ¼ inches long.
shallow bowl for serving margaritas, ñ Dinner Fork
daiquiris, frozen drinks and ice cream-based T Is used to eat the main entrée
drinks. ñ Dinner Knife
ñ Port Glass T Is the longest knife in a set of flatware
T A 2 oz. rounded wine glass used to serve which is used to cut and push food.
sweet fortified wines like Port or Madeira. ñ Dinner Spoon
T Feature a shallow, oval-shaped bowl. The
ñ Sherry Glass dinner spoon is a multipurpose piece.
T Is a small, narrow stemmed glass with a T Larger than a teaspoon or a dessert spoon
wide rim. ñ Fish Fork
T It is used to serve sherry and other aperitifs T Is usually smaller than the meat fork and is
meant when eating fish.

ñ Squall Glass ñ Fish Knife

T A 15 oz. pear- shaped glass smaller than a T Has varying shapes and sized which are
Hurricane glass ideal for cocktails. used when fish is being served.
ñ Poco Grande ñ Cake Fork
T A 10-13 oz, cocktail glass with a curved, T Is narrower and slightly shorter than a salad
tulip-shaped bowl used for serving specialty fork that is used when serving cakes and
mixed drinks. other pastries.
ñ Martini Glass ñ Bread and Butter Knife
T Generally have larger, wider bowls which T Is a small knife with rounded or pointed tip
are fully conical at the bottom. used for slicing butter and spread it on
ñ Cocktail Glass bread.
T Stemmed glass with an inverted cone bowl. ñ Steak Knife
T They have smaller, narrower bowls with T Is a special knife that has a sharp tip and
rounded or flat bottoms serrated edge to cut thick portions of meat.
ñ Red Wine Glass ñ Demitasse Spoon
T Glasses for red wine are characterized by T Has varying sizes depending on the size of
their rounder, wider bowl giving the wine a the demitasse cup and saucer.
chance to breathe. T Approximately 3¾ to 4½ inches long
ñ White Wine Glass ñ Teaspoon
T Glasses are generally narrower, although T Is used to stir hot beverages.
not as narrow as champagne flutes. T Measures approximately 5½ to 6¾ inches in
ñ Brandy Snifter/Cognac Glass/Balloon length
T A short stemmed glass whose vessel has a ñ Soup Spoon
wide bottom and a relatively narrow top. T A large spoon with a round bowl, used for
T Used to serve aged brown spirits such eating soup.
as bourbon, brandy, and whisky. T Approximately 53⁄4 to 81⁄4 inches.
ñ Water Goblet ñ Parfait Spoon
T Is an all-purpose glass for serving wine, T Is used for stirring iced tea in tall glasses
cocktails, specialty drinks, iced tea or water. which has the same purpose like the Long
Glassware (Footedware) Drink.
ñ Sling ñ Salad Serving Fork
T Is a tall narrow glass where the classic Long T Is used to serve food as tossed salad
Island Ice Tea is drank from ñ Carving Fork
ñ Irish Coffee Glass T Is used in conjunction with carving knife,
T A footed 6 oz. glass specifically designed in carving meat.
T Is a uniquely shaped glass with a handle that ñ Carving Knife
is used for the specialty coffee drink T Has straight edge, a shorter, thinner and
ñ Hurricane Glass wider blade which enables it to cut thin
T A large tall footed 15-26 oz. glass, bulbous slices of meat.
at the bottom and flaring at the top for ñ Gravy Spoon
blended or frozen tropical drinks. T Comes with the sauce boat which is used in
ñ Parfait Glass courses with gravy or other sauces.
T 7-12 oz. with a flared lip and larger rounded ñ Serving Spoon
bowl T Is much larger than a spoon used for eating.
T Similar to but slightly smaller than a frappe T It is used to move food from the main dish
glass and usually made of thicker glass. to individual plates.
Flatware/Silverware ñ Soup Ladle
 Refers to table utensils used to serve and eat food, such as T Is a ladle for soups that has variety of
forks, spoons, butter knife. shapes and sizes depending on the deep
 Comes in a wide variety of prices and styles. bowls, whether it is round, oval or fluted.
ñ Pastry Lifter T All furniture used in any food and beverage
T Is used to move the pastry from the main service must be well chosen according to
dish to the dessert plate. the needs of the event and the
ñ Nut/Lobster Cracker establishment.
T Used to crack the hard shells of crabs and T Its arrangement must take into consideration
lobsters by pulling the two handles together the flow of traffic of guests and service
to access the flesh inside, while preparing or staff.
eating them. T The appearance & atmosphere of the are
ñ Bread Basket must be flexible enough to suit various
T An open container in which bread is put on occasions.
a table during a meal. ñ Tables
ñ Bread Tong T Tables come in various sizes and forms.
T A grasping device consisting of two arms T Round tables are suitable for large parties
that are joined, often at one end, as by a and help with the communication process.
pivot or a scissor like hinge. T Square or rectangular tables are commonly
Dining Room Equipment used due to their versatility because it is
ñ Linens simple to push them together and
T Are fabric goods such as tablecloth, napkins accommodate larger numbers of guests.
and slip cloths. T The size and shape of the table depends on
T Is a material made from the fibers of the the type of restaurant and the style of
flax plant. service, as well as providing sufficient room
T The term “linen” has come to be applied to for all the plates and glasses that the
all related products even though most are customer requires.
made of cotton, various synthetic materials T Always ensure that the table is stable.
or blends. T If the floor is uneven you may have to use
T The costs involved are linen hire, laundry cork under the table leg to stabilize it.
and replacement. T Never use coasters s they look untidy and
T  Due to the cost factor, many establishments cost money.
do not use linen and the actual table surface T Wipe all table tops and legs regularly with a
is set as a focal point. damp cloth.
ñ Silencer ñ Coffee Table
T It is used primarily as cover to line your T Low table which is designed to be placed in
table, protect against scratches and dings. front of a sofa to support beverages,
ñ Table Cloth magazines, books, decorative objects, and
T High quality table cloth are made from linen other small items to be used while sitting.
but expensive and hard to launder. ñ Cocktail Table
T Nowadays, table cloth are made from cotton T Is generally synonymous with a coffee
and polyester blend and can be bought in a table.
variety of sizes and colors. ñ Lazy Susan
T White is the most popular because its T Is an addition to a table that is designed to
considered formal. assist in moving food form one person to
T Should be cleaned, ironed. another while dining.
ñ Overlays ñ Chair Trolley
T Is a cloth used to protect table cloth from T Design to do most of the work on stacking
spillage, stains, scratches and allowing the of chairs forward by just wheeling the prong
use of same tablecloth for lunch and dinner underneath and tip the load back.
service thus reducing cost. T Provide a good OH&S solution.
T Overlays are often arranged at a 45 angle ñ Tiffany Chair
over the tablecloth with varying colors to T Also known as the Chiavarina is a wooden
provide additional character to the chair of Ligurian design.
establishment. ñ Banquet Chairs
ñ Table Runner T Are light stackable chairs used in a variety
T Instead of covering the entire table, it only of functions.
covers the middle section. ñ Gueridon Trolley
ñ Table Napkin/Serviette T Is simply a piece of equipment on which
T Is a square or rectangle cloth or paper used food is served or prepared in the dining
at the table for wiping the mouth or hands environment.
while eating. ñ Cake Display Trolley
T Often white in color to show they are T The purpose is to transport food and
hygienic. beverage items to a customer.
T Linen serviettes are starched, enabling them T Used for displaying cakes
to be folded into different shapes for ñ Tea Trolley
presentation. T A small wheeled trolley from which tea is
T Sizes: 18”x18” ; 20”x20” served.
T The serviette fold should reflect the style of ñ Chiller
restaurant. T A machine for cooling something,
T When folding serviettes consider the time it especially a cold cabinet or refrigerator for
takes for a particular fold, the appearance, keeping stored food a few degrees above
how to store the folded serviettes and freezing.
whether you want to use different colors. ñ Display Refrigerator
ñ Service Cloth T An appliance that is artificially kept cool,
T Service or waiter’s cloth is a square cloth used to display and store food and drink.
that the wait staff uses during service to How to Clean
carry plates and to protect him from the heat 9 Wipe up spills immediately with warm
of platters and plates. soapy water to prevent contamination
T It can be used for wine service. & bad odors
T Never use customer napkins as a service ñ Ice Machine
cloth, to prevent contamination. T Refer to either a consumer device for
ñ Placemats making ice
T Are used primarily to prevent the flatware T Must be clean and well ventilated area
from moving while the guests are eating. How to Clean
T It adds as an accent to the table setting. 9 Never use detergents, abrasives or
ñ Furnitures solvents on the ice machine
9 When cleaning the storage bin make 9 Wash the strainer in warm soapy water
sure it’s empty, using a brush or nylon scourer to clean
9 Never store anything in the ice the strainer & rinse well in hot water
machine except ice ñ 3 Piece Cocktail Strainer
9 Ice scoop must be out of the bin T A device used to mix beverages by shaking.
ñ Espresso Machine T Allows for a quicker cooling of the drink
T An espresso machine brews coffee by before serving.
forcing pressurized water near boiling point T Must be clean and all parts must be present
through a "puck" of ground coffee and a ñ Garnish Holder
filter in order to produce a thick, T For keeping the garnishes separated
concentrated coffee called espresso T Must be clean, including the compartment,
ñ French Press lid, and base.
T A coffee pot containing a plunger made of ñ Menu Folder
fine mesh with which the grounds are T A presentation of food and beverage
pushed to the bottom when the coffee is offerings
ready to be poured. T In which guests use to choose from a list of
ñ POS/Cash Register options
T Used to record the sales of a business ñ Order Slip
T Ensure that all guests have settled their T A printed document with spaces in which to
account prior to leaving write the order from menu
ñ Service Trays ñ Garbage Bin
T To carry food from the kitchen to the T Contains bag
sideboard or drinks from the bar T Must be cleaned daily
T Must be clean, covered, and kept in central
ñ Oval Banquet Tray with Stand
T Use to carry food specially in banquet
ñ Condiments
T A substance such as salt or ketchup that is
used to add flavor to food.
ñ Wine Bucket with Stand
T A bucket for holding ice to chill a bottle of
T A stand for holding the bucket.
T Wine bucket should be polished and place
near the bar ‘Mise en Place’
ñ Wine Opener Getting Ready for Service
T It has sharp-bladed knife, corkscrew or ¶ Table service is not only about actual serving of food from
worm and can opener. the kitchen, clearing and bussing of tables but also includes
T Use to remove the wooden cork from the careful and precise preparation before service can be done.
wine bottle. ¶ Mise – en – scene ; French term means to prepare the
ñ Water Pitcher environment of the before service in order to make it
T A container with a spout used for storing pleasant, comfortable, safe and hygienic.
and pouring contents which are liquid in ¶ Mise – en – place ; French term means to putting in place
ñ Ice Bucket and Tong The Importance of Mise en Place
T a cylindrical container holding chunks of ¶ It is essential to be efficient in all tasks
ice, either ready to serve in drinks or for ¶ Shows professionalism and organized team
chilling a bottle of wine in. ¶ Allows the customer to a have a smooth service and
T Ice tong having usually two handles and pleasant dining experience
hooked points for lifting large blocks of ice Jobs Tasks and Chores Prior to Service
How to Clean Opening Shift Closing Shift
9 Must be emptied daily
9 Wash in hot soapy water, rinse & dry
9 Ensure that there are no spots or stains
on the outside
ñ Blender
T An appliance used to mix, puree, or
emulsify food and other substances.
How to Clean
9 Wipe off any spills with a damp cloth
9 Remove the blender top from the
motor base. Separate its parts and clean
thoroughly in warm soapy water, rinse
and dry
9 Handle the sharp blades carefully to
avoid cuts
ñ Cocktail Mixing/Bar Spoon
T A long handled spoon used in bartending
for mixing and layering of both alcoholic
and non-alcoholic mixed drinks.
T Its length ensures that it can reach to bottom
of the tallest jug or tumbler to mix
ingredients directly in the glass.
T Must be clean, not bent
ñ Hawthorn Strainer
T A metal bar accessory used to remove ice
from a mixed drink as it is poured into the
serving glass.
How to Clean
9 The spring can be remove for cleaning
Ü Restock service points with Ü Requisition beverage stock 9 The cleaned dish should be rinsed off in the hot water
the stock items sent from the from stores at around 120ºF until no more detergent is present on
stores Ü Requisition food and the dish.
Ü Fill cruets consumables stock from 4. Sanitize
Ü Prepare butter portions stores 9 The dish should soak in a mixture of sanitizer mix for
Ü Clean, tidy, wipe down and Ü Polish table cutlery and at least one minute to ensure that bacteria are removed
mop stillroom area replenish dumb waiter from all surfaces.
Ü Check, wipe out fridges and Ü Polish crockery and 5. Air Dry
display cabinets replenish hot-cupboard (hot- 9 The only recommended way for dry the dish is by air
Ü Switch on coffee machine, box) drying – no wiping the dish down with a towel, just
dishwasher, glasswasher and Ü Polish all glassware let it air dry.
other electrical appliances Ü Replenish fridges and How to Clean Flatware
Ü Switch on post mix, display cabinets 1. Pre-clean
reticulation system and gases Ü Replenish shelves in display 9 Dirty cutlery is soaked in warm soapy water, before
Ü Change gas cylinders and/or cabinets being washed.
kegs if required) Ü Set up tables and arrange 9 This will help save on detergents.
Ü Check, clean the display chairs according to 2. Wash
cabinets reservations diary 9 Wash with hot soapy water to remove grease and dirt.
Ü Replenish linen Ü Sweep and mop all tiled 9 Have a good scourging pad on hand. 
Ü Dust, wipe and/or polish all areas 3. Rinse
hard, glass and mirrored Ü Set up coffee station cups, 9 Rinsed off in the hot water until no more detergent is
surfaces and screens saucers, spoons, present.
Ü Vacuum all carpeted areas Ü Set up service stations
Ü  Collect and check floats and Ü Switch off lights and Polishing Flatware
rooming list from reception background music Things Needed:
Ü Check current list of specials ¶ Stainless Bowl
and numbers of portions ¶ Cutleries
with kitchen ¶ How water
Ü Check menu items ¶ Lemon
availability with kitchen ¶ Dry Cloth
Ü Write specials board  Put hot water into the jug (may add some white vinegar)
Ü Wipe menu covers  Take a handful of cutleries, all of the same type
Ü Set up coffee station sugars,  Place the cutlery into the hot water. Take care not to burn
milk, creams yourself
Ü Set up bar work station and  Using the clean tea towel polish each piece of cutlery,
counters making sure not leave any marks
Ü Set up service cutlery on  Place the cutlery into the sideboard or storage containers
lined plates  After polishing the cutlery, clean up the area
Ü Display specials board and Polishing Glassware
other promotional materials Things Needed:
in the appropriate place ¶ Stainless Bowl
Ü Attend pre-opening briefing ¶ Glassware
Ü Switch on lights and ¶ How water
background music ¶ Lemon
Ü Make final check of ¶ Dry Cloth
restaurant, bar, still room,  Put hot water and lemon slices in a stainless bowl.
public toilets and other areas  Put the glass over the bowl. Let the steam moist the glass.
prior to opening, according  Push the tea towel inside the bowl of the glass and twist to
to housekeeping and polish
operational standards and  Check against the light to ensure that all parts of the glass
procedures are clean
Ü Open doors at the Handling Glassware
appropriate time { Glassware is highly fragile and most delicate and
expensive, hence utmost care has to be taken while
handling glass equipment.
Wine & Bar Set-up
{ Glasses normally stored in a glass pantry. It should be
¶ Check stock levels and replenish to the required level
placed upside down in a single row on paper-lined shelves
¶ Polish all glasses, prepare wine stands and buckets and
to prevent dust settling in them.
prepare drink garnishes
{ Tumblers should not be stacked inside one another as this
may result in heavy breakages and accidents.
Storage of Glasses
{ Store the polish glasses face down to prevent dust or dirt
accumulating inside
{ Serve glasses on a try to customers.
{ Glasses in racks must never be placed on the floor
Set-up the Table in the Dining Area { Beer glasses are usually kept in the fridge
Cleaning and Polishing of Dinnerware, Flatware and Glassware Napkin Folding
How to Clean Dinnerware Ü The simple folds are found to look better than more
1. Pre-clean complex and difficult folds. If the napkins are folded well,
9 Which involves scraping, wiping or sweeping away it adds to the general appearance of the dining room. There
food scraps into a waste bin. is also the question of hygiene and sanitation when napkins
9 This will help keep the dish water cleaner, helping are folded intricately.
you save on detergents. Formal Points in Napkin Folding
2. Wash { Well-starched plain napkins measuring 46-50 cm. sq.
9 Ensure that basin is clean and sanitized prior to filling. would be ideal for complicated folding techniques.
9 Wash with hot soapy water at a range of 95º to 120ºF, { The fabric should be cut square and straight on the
to remove grease and dirt. weave so that the napkins do not pull out of shape
9 Have a good scourging pad on hand.  easily.
3. Rinse { The fabric should be washed, starched and ironed
when damp, while ironing, the napkins should be
pulled back gently into shape to ensure that the  In English service, a special dinner is served for
napkins are perfectly square again. privately organized parties or a meal is served by
{ While folding napkins into complicated shapes, each servants in a private home.
should be pressed separately. Soft folds should not be Features:
pressed. o In English service, the food and beverages items
Types of Menu are brought to the host or hostess first who then
1) Table d'hôte pass them down to the nearest guests and the
T A set menu forming a complete meal at a set passing continue until food & beverage items are
price. reached to the appropriate guests. This service
T A choice of dishes must be offered at all courses, procedure is done by the help of only one server.
the choice and number of dishes will usually be o English service recognized by a great deal of
limited. showmanship for a special occasion.
2) A la Carte o English service is less labor-intensive and
T A menu with all the dishes individually priced. quicker than Russian service.
T The customer can compile his own menu. o Sometimes due to the nature of serve procedure,
T A la carte dish should be cooked to order and the this service can be very time consuming.
customer should be prepared to wait for this { French Service
service.  The concept of French service arises from the elegant
3) Carte Du Jour and splendid style of the French court, le grant
T This refers to the menu for the day. This can be couvert (the great cover).
interpreted in two ways:  The French service is also termed as Cart service.
i. A special menu offered for the long  French service is a formal type of service which was
day in addition to a la carte dishes or first started to serve European.
regular dishes Features:
ii. The only menu offered for the day o This type of service is very personalized and
which is case is a limited menu usually followed in classy dining room.
4) A Special Party Menu o The unprepared or semi-prepared foods are
T Are menus for banquets and parties of all kinds arrived from the kitchen and brought to the
like birthday, wedding receptions, anniversaries, dining room placing on the guerdon (a cart)
debuts, conventions, etc. carrying on heavy silver platters. But the final
5) Cycle Menu preparation is completed at a side table in front
T A set of menus rotated to a definite pattern. of the guests and served from the service table to
6) Selective Menu the guests on heated plates.
T A complete meal that provides choices or o Since foods are in front of the guests, so those
selections of courses foods are cooked or completed which require
short time to prepare.
Types of Table Service o Cooking, deboning, slicing and garnishing
9 a term that is used to describe the manner procedures are applied in French service.
and method in which food is served to o Is considered as the most labor-intensive and
guests in foodservice operations. most expensive service for all formal styles.
{ American Service o The nature of this service always requires large
 American style service is considered as the most number of experienced and skilled and highly
widely applied service. professional servers to perform their job with
 The service nature can be booth simple and complex. elegancy and finesse.
 American service is also termed as Plated service. o Large numbers of serving and preparing items
 This service is perfect for those who want a rapid and are used in tableside cooking, hence, ware
filling meal at a casual restaurant with plain service. washing costs are increased and also often lead
Features: to capital loss.
à Like Russian service, American service is the o Though fewer tables and seats are set-up but
quick and requires less least labor-intensive service staffs needs spacious space in order to
service and little space. move preparation carts all the way through the
à American service is followed at family-style dining area and to prepare food on tableside in
restaurant, where casual tableware and placemats front of the guests.
are considered as the standard. o French service serves fewer number of guests
à Pre-platting and pre-setting of tables must be who can afford to pay extra time and cost to have
done in case of American service with silverware pricey food items. However, they are always
needed during the meal. served with the highest level service and great
à The preparation of food is completed in the deal of attention.
kitchen except for the salad and the bread and o In case of small dining, the guest helps
butter are brought to the guests ensuring fast themselves while taking food and in case of large
service. dining, the guests take foods by passing around
à In American service, hot food is served hot and the dishes for each guest to help themselves or
cold food is served cold. serve another guest seated far from the dish.
à The service requires fewer dishes for service o The cost of F&B items are high so as to be able
since most of the food of the meal is served and to produce high revenue and cover the labor and
garnished on one plate, hence, the usage of other associate costs.
dishes and ware washing cost are decreased. o Large number of servers are assigned to serve
à American service is basically preferred by the fewer guest which incur high operation costs.
chefs, because this allows them to show their o Service procedure of French service is quite time
creativity by organizing individual food items in
an eye catching and appealing style.
{ Russian Service
à This service requires only one server to serve the
 Russian service originated. from the era of Tsars of
meal but with an experienced serving skill.
Russia who believed in ceremony and ritual.
However, this service also ensures the
 Russian service is also referred as Platter service
environment of only one server in one area (for
since foods are positioned in well-decorated silver
example: back server for picking up the food and
the front server for fulfilling guests’ special
 Russian service originally came from the French
service, similar to French service in many respects
{ English Service
including table setting. However, Russian service was
 English service is also regarded as called Butler
greatly modified that it became a distinct service
o This service is followed specially in the best  The skill and showmanship of the waiter/server
international restaurants and hotels, mostly in is very important in this type of service since the
banquet operation where selection of foods are role includes cooking, portioning, plating &
same for all guests. serving dishes to the guest.
o In Russian service, servers place all food items
Table Setting
on silver platters attractively when all
Technical Terms:
preparation is done in the kitchen and present the
platter to guests for approvals, and serves the
à It is the space allotted for one
food from the left side. Only dishing and
presentation are made on the table.
à This is about 24x15” within
o Unlike French service, this service requires only
which include the utensils to be
one server and less labor-intensive and
sued for dining. An imaginary
considered as faster service.
line may be drawn to define the
o Russian service does not necessitate any extra
cover about ½ -1” form the edge
space for special equipment and it is an of the table.
inexpensive service. Â Table Appointments
o The manager usually responsible for controlling à This is the term used for the
labor and product costs. dining utensils to include the
o In Russian service, the server always has to make dinnerware, glassware, flatware
sure that the food preparation remains good till and linens.
he serves the last guest. Â Table Setting
o Highly skilled or experienced and professionally à This refers to the manner in which
trained staff members are to be assigned for the table appointments and food
serving Russian service. are arranged on the table for
o Though Russian service requires less space, but dining.
can be perfect for seated service of large groups  Meal Service
eating the same meal. à this refers to the manner in which
o Portions of foods are picked up from Russian food is served to the diner, either
service. a la carte or table d'hôte.
o Russian service utilizes the use of heavy silver  Table Accompaniments
service ware and larger numbers of platters while à These are the items required to
serving to the guests. complete the table set-up to
Other Service Style include cruets, ashtray, flower
{ Apartment /Blue Plate Service vases and ten menus, if available.
 In this service, plates are served up in the kitchen and Table Setting is Influenced by:
placed on the table just before the dinners sit down. 1) The pattern of table service to be used, which
 Eating begins when the hostess signals. give the established position of some items.
 Second portions can be served from the kitchen or 2) The menu to served which determines the
offered from serving dishes that are passed from hand specific appointments to be placed at covers.
to hand. 3) The size of the table influences the exact position
 Removal of the main course and service of dessert are of appointments at covers.
done by some members of the group at the table.
 This pattern of service is most frequently used when Basic Principles in Table Setting
the group is small, the dining table is small, and the 1) Table
area for dinning is small. ¶ Check table is sitting firm and evenly on the
{ Banquet Service floor. Stabilize a wobbly table with a piece of
 This service is serving meal to a group of person who cork cut into a wedge shape before placing it
had determined the menu, number of guest and time under the table leg.
of service in advance. 2) Table Appointments
 The service staff generally set the tables using ¶ Table appointments should be placed in straight
American settings modified according to the lines both lengthwise and across the table. All
particular menu. pieces should be placed parallel with even
 Ice water is poured, butter pots, basket of breads on spacing between them.
the tables before seating the guests. ¶ Table appointments that are placed on the table
 The presidential/head table is served first then the rest for each person make up an individual “cover”.
of the guests tables. ¶ At least 20” should be allowed for each cover.
 Because of the simplicity of the service, service staff 3) Tablecloth
can handle the kitchen and serve to the guest in a ¶ Tablecloth should be free from wrinkles and
normal Ame should harmonize with each other.
{ Buffet Service ¶ When tablecloth is used, a silencer should be
 A really self-service. Customers help themselves from placed under it to protect the table, to make the
a range of dishes displayed on a buffet table. table look better, and to deaden the noise of the
 Often the waiter’s role controlled to clearing the dishes and silver.
tables and serving drinks ¶ The tablecloth should be placed so that the
Features: centerfold is exactly in the center of the table and
1) Uses the large amount of plate so it can hold the the sides are of the same distance from the floor.
foods. ¶ It is a must for every occasion that the tablecloth
2) Dinner plates appear first in the line. should hang 4-6” long on all sides of the table
3) Cold foods first and hot items last. for informal occasions and 8-10” for formal
4) Showmanship is the key to a successful buffet occasions
5) Lighting is important 4) Serviette
6) Buffet table may be straight, L-shaped, U- ¶ For formal occasions, napkins 24x24” are
shaped, of V-shaped. recommended. For informal meals such as
7) Special shape are round, oblong, trapezoid, half breakfast, lunch or dinner, 17x17” may be used.
round and oval. Informal occasions require smaller napkins
8) To speed service, provide separate tables for 12x12” long.
dessert and drinks. ¶ It should be folded and placed with the open
9) The buffet table should be near the entrance and edge nearest the left side of the fork and 1” form
where the guest are seated. the side of the table.
{ Gueridon Service ¶ For formal occasions, napkins may be placed on
 Dishes come partially prepared from the kitchen the service plate or on the goblet depending upon
and is completed in front of the guest. one’s taste.
5) Flatware
¶ Table wares refer to the utensils used for eating Changing a Cloth During Service
and serving, including flat wares, dinner wares ñ When guests are present at other tables and new
and glass wares. covers are to be laid, or when there has been a serious
¶ Flat wares are usually made of sterling silver spillage. In these circumstances, cloths must be
steel, silver plated steel or plastic. Spoons, forks, changed with a minimum of fuss and, most
knives, teaspoons and serving pieces are flat importantly, without at any time exposing the bare
wares. tops of the tables to view.
¶ Place the knife fork and spoon 1” form the edge ñ If the table top is too wide for you to lean across and
of the table. take the soiled cloth in both hands, as suggested, try
6) Dinnerware sliding the cloth towards you so that the far edge of
¶ Dinnerware refers to chinaware or plates such as the cloth only just covers the top of the table. While
platters, dishes, saucers, cup and bowls. Plates doing so, fold the cloth on your side of the table back
should be set at the center of each “cover” which towards the table so that no crumbs fall to the floor.
is approximately 20-24” wide and 12-16” long. Procedure:
¶ Salad plates should be at the left of the dinner 1) Remove any articles remaining on the table to
plate away from the forks. the sideboard.
¶ Place the cup and saucer at the right. The bread 2) Stand centrally between the two legs of the table.
and butter plate should be at the top of the fork. 3) Holding the concertina fold, position the vertical
7) Glassware center crease of the clean cloth in the center of
¶ Glassware include tumblers, goblets and glasses. the table. (reverse operation)
in the choice of glasses, think of the flatware and 4) Lean across the table and allow the bottom layer
dinner wares which will be used with it. of the clean cloth to hang over the far edge of the
¶ The water glass should be placed at the top of the soiled cloth.
dinner knife with the milk or juice glass slightly 5) Take the soiled cloth in both hands, holding it
to the right of the water glass between the little and ring fingers.
8) Centerpiece 6) Concertina the soiled cloth towards you while
¶ A centerpiece is used to add color to the table. opening the clean cloth above it.
¶ The centerpiece may be placed anywhere on the 7) Fold the soiled cloth and remove it discreetly.
table, but its position should be considered in
arranging a well-balanced table. Dining Room Preparation
¶ The centerpiece should be low enough for people { The set-up of a dining room and table setting are affected
to see each other across the table. by the menu. The menu determines the type and style of
9) Chairs meal service and thus, includes your preparation of mise en
¶ The chairs should be placed so that the center of place.
the chair is in line with the center of the plate. { The table set-up in terms of cutlery and glassware differ
¶ The front of the chair should come just under the according to the menu items, type and style of meal
edge of the table so that a person may sit down service.
or rise without having to move the chair too Preparing the Covers
much.  Check and set aside damaged and soiled table
Procedure for Laying of Tablecloth appointments.
1) Before putting the tablecloth, ensure that the chairs and  Carry equipment to the table on clean trays, handling
tables are in their correct positions, the tabletop is clean dinnerware by the edge, glassware by the stems or base
and that the table is level and not wobbly. and flatware by the handles.
2) Collect correct size of the tablecloth. All tablecloths are  Invert glassware until before service but be sure the
folded as a screen fold. tablecloth is clean.
3) Stand centrally between two legs of the table.  Check the centerpieces are clean and fresh, candles are
4) The tablecloth has on inverted fold and two single folds replaced and the lights in the dining room are all working.
and should be opened out across the table in front of the  Folded napkins are placed at the left of the forks, with the
server and the inverted fold near the server. open corners at the lower right and about an inch from the
5) Position the vertical center crease in the center of the table, table edge.
holding the concertina fold.  For formal dinners, the napkin may be place on
6) Lean across the table and release the bottom layer of the the place plate
cloth to hang over the far edge of the table.  Between the fork and knife at the center of the
7) Re-position the horizontal crease of the cloth in the center cover.
of the table.  On the serving plate or show plate.
8) Release the hold on the center fold and draw the top fold  Inside the water goblet.
towards you.  To the left of the fork.
9) Having centered the cloth both vertically and horizontally,  Spoons are laid with bowls up at tKnives and forks are laid
the cloth should now be positioned with an equal drop all about 9” apart, so the dinner plate may be easily place
round, with the folds of the cloth covering the legs. between them.
 All flatware is an inch away from the table edge.
Tablecloth is laid in the correct manner:
 The fork is placed to the left of the cover with
à The corners of the tablecloth should cover the
the tines pointing up, and the knives are placed to
legs of the table.
the right of the cover.
à The overlap should be even all around the table
 he right of the knives.
about 12-18”
 The butter spreader may be place in any of these
à The creased of the tablecloth should all run along
the same direction across the room.
9 Across the top edge of the b&b plate in
à All tablecloth should be spotlessly clean, crisp
parallel line with the table;
and well ironed.
9 Across the right side of the bread and
à The corners of the tablecloth should cover the
butter placed perpendicular to the table
legs of the table.
à The overlap should be even all around the table
9 Across the center of the b&b plate with
about 12-18”
the cutting edge directed toward the
à The creased of the tablecloth should all run along
table edge.
the same direction across the room.
 The bread & butter plate is place at the left of the cover,
à All tablecloth should be spotlessly clean, crisp
directly above the tines of the dinner fork.
and well ironed.
 The water glass is place at the right of the cover
à The tablecloth is usually laid over a silence cloth
immediately above the tip of the dinner knife. For formal
or an undercover with the centerfold up and
dinners, goblets and frosted tumblers are preferred. Wine
equidistant form the edge of the table. Be sure
and beer glasses are placed to the right of the water glass
that the tablecloth is free from wrinkles, holes
either in a straight line or in a triangular fashion.
and stains.
 no more than three glasses are allowed on the dinner knife. convenient for the
table at one time. Additional glasses may be T Put the cup & guest to reach these
place after the used ones are removed. saucer with items at the center.
 Sugar bowls and cruets are generally placed in the center teaspoon on the
of small table or on the side when tables are against the right, beside the
wall. When table is large and several sets are needed, they dinner knife.
may be placed at equal distanced down the center of the T Cruets, ashtray,
table between covers on a parallel line with the bases of the sugar& cream
water glasses. containers are to be
 Table decors should be reasonably low so that they do not placed at the center
obstruct guest view. Ashtrays are placed at the center of of the table.
the table. Flower vase at the
Service Tray centermost part.
• A round silver tray with a napkin set on it and is used for { Once the guest FOR LUNCH & Pre-setting these
the following: has given his DINNER: items can crown the
1. Carrying clean glasses to the table and removing order complete T Same set-up as table, especially
dirty glasses from the table. the table set-up. breakfast except when a complete
2. Placing clean flatware on the table and removing the following menu with appetizer
clean flatware from the table. modifications: soup & salad is
3. Placing coffee service on the table. A rectangular T No cups & saucer, served.
tray is used for serving clearing food. sugar & cream, ------------------------
this should appear Such show plates
Table Set-up for Breakfast, Lunch & Dinner only when it’s serve as under liner
What How Additional Info about time for to starters like
(Steps) (Standard Procedures) coffee service. appetizers, soup &
{ Check tables & See to it that the To ensure the safety T An under liner salad. Informational
chairs for following are observed: of customers, tables (show plate) standard of the right
cleanliness T Table & chairs are & chairs should be should be pre-set equipment for the
condition & aligned according in good condition. on the table. Set-up right dish.
position. Replace to floor plan. all the necessary ------------------------
damaged/dirty T Table edge & equipment making The set-up of the
items with fresh corners should sure each item equipment should
ones. follow a straight ordered is allotted follow the sequence
line; chairs are a corresponding of service. On the
evenly spaced. equipment. outermost portion of
T if an appetizer is the cover is the
{ Check all Pay particular attention To create a ordered, set-up the appetizer knife/fork,
equipment for to the following: favorable image & following: followed by the
cleanliness & T All chinaware, protect the health of T fish knife/fork for soup (right side),
condition silverwares are customer, all fish appetizer- then the salad
clean free from equipment should cocktail fork for knife/fork & lastly
finger marks & be cleaned & seafood cocktail. the dinner
stain. sanitized. T if soup is ordered, knife/fork.
T Cruets are properly set-up soup spoon.
filled & so as sugar T if salad is ordered:
& cream salad knife/fork, if
containers. salad is to be
T Linen & serviette served as separated
are clean & free dish.
from dirt & stain. T salad fork only, if
{ Collect all T Place them on a Holding equipment it is a side dish to
needed tray or a side plate with bare hands main course.
equipment. & never hold them creates an { Remove from the T if fresh fruit/other
with your bare impression of table all dessert is ordered
hands to avoid unsanitary service. equipment not place fruit fork or
finger marks. relevant to the dessert fork on top
T Hold equipment food ordered. of the cover.
properly as you lay T If wine is ordered,
them on the table. set-up the wine
Hold stemmed glass a little below
glasses by the the water goblet. If
stem, tumblers by your set-up for 4
the base & flatware people & there are
by the handle. only 2 customers,
remove the set-up
{ If service is a la FOR BREAKFAST: Set-up is designed for the 2 covers.
carte & the order T Place the folded for the convenience
is not known, napkins at the of the guest. Since
execute only the center of the cover we used right hand
basic set-up. with no show plate in cutting food so A la Carte Table Setting
or under liner. the knife should be 6 Center Guide
T Place the dinner on the right. Fork is à place one unfolded serviette or cover plate in line
knife of the right used by the left so it with the center of each chair.
side of the cover & should be on the left 6 Main Knife
the dinner fork on of the cover. à lay the main knife into position to the right of the
the left. ------------------------ serviette & 1 cm in from the edge of the table,
T Place bread & As a rule, beverage facing the cutting edge to the left.
butter plate & items are to be set- 6 Main Fork
knife on the left of up & served to the à place the main fork to the left of the serviette & 1
the cover, beside right side since cm in from the edge of the table.
the fork. glasses are normally 6 Glasses
T Place water goblet held by the right
on top of the hand. It is most
à after polishing, the glass should be placed 2cm { All France services do not include salt & pepper and bread
above the tip of the main knife, slightly to the & butter in their table setting.
left { Sometimes a service or show plate is placed in the center
6 Side Knife of the cover as an under liner until the main course is
à place the side knife to the right-hand side on the served.
side plate to allow room for a bread roll, facing { The waiters placed clean folded napkin on the service
the cutting edge left. plate.
6 Side Plate { Ashtrays are not usually placed on the table until the meal
à position the side plate away from the main fork is completed.
to allow an entrée fork to be laid later if an entrée
is ordered.
6 Serviette Fold
à fold the serviette in the desired shape & position
it in the center of the cover
6 Table Accompaniment
à the table accompaniments like vase, cruets or
table numbers should be placed on the table
according to the custom of the establishment
Table D'hôte Setting
6 Centre Guide
à place the serviette as the center guide. This will
ensure the covers are exactly opposite one
6 Main Knife
à lay the main knife into position about 3cm to the
right of the serviette & 1cm in from the edge of Russian Setting
the table, facing the cutting edge to the left. { Formal and elegant service very similar to (but faster and
6 Main Fork less expensive than) French service, except that the food is
à lay the main fork 3cm to the left of the serviette completed (prepared and garnished) in the kitchen and only
and 1cm in the from the edge of the table. one waiter (server) is used.
6 Fish Knife
à place the fish knife to the right of the main knife,
leaving a 1.5cm distance between the handles.
6 Soup Spoon
à place the soup spoon to the right of the fish knife
leaving a 2.5cm distance from the handle.
6 Side Plate
à position the side plate 1.5cm to the left of the
fish fork.
6 Side Knife
à place the side of the right-hand side on the side
plate room for a bread roll (facing the cutting
edge to the left side.)
6 Dessert Spoon
à place the dessert spoon sideways(horizontally)
6cm above the center guide, facing the handle to
the right.
6 Dessert Fook
à lay the dessert fork sideways (horizontally 2.5cm
below the dessert spoon, facing the handle to the
left. Ensure the ends are lined up with one
6 Glasses
à Champagne glass with soup, white wine glass
with seafood/white meat, red wine glass with red
meat & dessert glass with cake. These are placed
above the spoon.
6 Table Accompaniment
à place the table accompaniments like cruets, vase
on the table.
French Setting
{ The typical setting of French cover includes the following:
o A show plate
o Clean folded napkin
o Dinner fork & dessert fork
o Dinner knife
o Dessert spoon & soup spoon
o Butter plate & butter spreader
o A water or wine glass
{ In a small dining (3 guests), dishes are placed directly on to
the guest table and the main dish is placed before the guest Set the Mood or Ambiance of the Dining Area
expected to be served first. The service plates are placed
near the dish for guest convenience. Background Music
{ In a large dining (4 or more guests), a gueridon or side Ü The kind of music or entertainment will you have to create
table is used. The waiters carry the plates and dishes and an atmosphere that reflects your concept.
place them to the gueridon and then serve to the guests Ü You can select one or many of the following live music,
with some preliminary portioning or carving to help piped in music, DJ, big screen films, music videos,
themselves. scenery, juke box, or personalized music delivered at the
{ Usually 3 pieces of flatware and wine glasses are placed on tables.
either the right or left side of the cover. Extra wares would Ü The volume at which you play your music is critical in
be placed if only it is required. supporting the ambiance you desire. Loud music for a hip,
lively restaurant versus soft music played at a very low
volume for a quiet, romantic place.
Ü What you will place on the walls to enhance the
Ü Large oil paintings would enhance a sophisticated
restaurant while kitschy folk art made from old utensils
might amp up the ambiance at a farm to table concept.
Room Temperature
Ü Adjust the temperature according to the outside
Ü Lighting is incredibly important in setting the tone at your
Ü Properly light a room to create an ambiance.
Ü Match the lighting to the concept. Grand crystal
chandeliers and candlelight would be appropriate for an
elegant, romantic restaurant. Fun, colorful lighting would
work well for a child-themed restaurant and natural light
for a “green” healthy-themed spot.
Ü Restaurants use dimmers to change the intensity of light
over the course of the day. If you are relying on natural
light, make sure that you’re not getting baked in the
morning or the afternoon by using window treatments and
have other light sources on cloudy days.
Ü Tables and chairs should support the atmosphere.
Ü Consider the materials, colors, textures, shapes and
Ü Also consider where furniture is placed in the dining room.