F & B Service Trainor- Instructor Manual

 Ice Breaker games

 Getting to know you – 1
 Ask all trainees to write down their information on a ¼ sheet of
paper
 Ask them to include their ambition in life
 Ask the students to read out loud what they wrote and to speak
with a well modulated tone of voice.

BASIC PRINCIPLES

My motivation
It has become evident that the new breed of hospitality players have very minimal (or
none at all) appreciation and knowledge of the “Art of Food and Beverage Service.”
More and more unskilled or under-skilled restaurant service workers are being employed
by the local hotel and restaurant industry. Fewer people now have the motivation and
eagerness to earn a formal professional restaurant service education.

 Perhaps the Filipino culture somehow influences the attitude of the people about
employment as waiter. Well many would also have that same question I had
before, “what? I will be carrying plates?”
 Frankly, becoming a waiter is more than just bussing soiled plates, serving food,
carrying plates and trays, folding napkins; restaurant service is an art, principles
and discipline of its own. A professional service person must have knowledge in
wine, at least basics of culinary arts, F&B technology, hospitality accounting, and
the list goes on and on.
 The truth is that a “professional food and beverage service” has nothing to do
with the restaurant concept and thus concepts should not completely disregard the
basics. Serving water from the right should be the same in any concept, well it is a
basic that cannot be altered or changed.

Must know and follow by all Service Apprentice: - show bullet points on acetate
 This course is dedicated to developing and maintaining practicing professionals in the
hotel and restaurant industry.
 Service staff are front liners - the first people guest/s encounter, thus it is important
that professional image, attitude and guest service are maintained at all times.
 Service staff appearance is equally important, highest levels and impeccable
grooming and hygiene must be observed at all times.
 As a service apprentice, you must be service oriented, calm and alert, attentive to
guests’ needs, polite and courteous, tact and diligent and committed to satisfying
customers needs and (if possible), exceed customers expectations. Customers must
be treated right all the times although sometimes they are not. Maintain service focus
behavior since your career depends heavily in customer relations. Arrogance has no
room in this business.

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 A service person is an adviser and a sales person. One must be knowledgeable in
your products in the restaurant – cooking methods, ingredients, recipe and cooking
time. This knowledge is called “Menu Engineering.” Your guest will be delighted
when the food items you serve them are exactly how you described – its presentation
and its tastes. You will be surprised how guests appreciate “good service.”
 You must be equipped with all relevant information. As much as possible you should
be ready to respond to queries of guests. When you do not know the answer, do
not assume or pretend to know! Seek guidance from your superiors and return back
to your customer to give the correct answer to their questions. It pays to be honest
and truthful this way, your customers will appreciate you more.
 You are a reflection of graceful and skillful service. Once your guest makes the
selection of food, focus on the table service, remember to keep a “one step ahead-
attitude” respond to their needs even before they needed. Your table service must at
all times conform to rules and regulations.
 Make sure that all tables have the right table set-up; linen are free of stains, tears or
wrinkles.
 Do not interrupt guests when serving. An Obtrusive manner of service is a big “no-
no.”
 Always say “excuse me” when approaching the table.
 Do not turn your back from the guests when they are still conversing with you.
 Never discriminate – color, race, religion, serve all guests equally and with the
same enthusiasm to deliver professional service. Appreciate and respect cultures-
religion-race of your guests. If possible, greet them in their native language. Your
guests will be delighted to hear you speak their language and your sincere interest in
their culture. A simple greeting or “please enjoy your meal” i.e. (“Bon a petit” in
French) in their language will make a difference.
 The keys to becoming a successful service professional are: draw fulfillment from a
good service rendered, be proud of your profession, observe service standards,
communicate with guests, anticipate needs, never discriminates, follows advices
of seniors and superiors (reliable and professionals). Heed this and Success is
just a few steps away.

1. Service staff are front liners

2. Service staff appearance is equally important, highest levels and impeccable
grooming and hygiene must be observed at all times.
3. As a service apprentice, you must be
4. Service oriented
5. Calm and alert
6. Attentive to guests’ needs
7. Polite and courteous
8. Tactful and diligent
9. Committed to satisfying customers needs
10. Exceed customers expectations
11. Customers must be treated right all the time
12. Maintain service focus behavior

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13. Arrogance has no room in this business.
14. A service person is an adviser and a sales person.
15. One must be knowledgeable in your products
16. Menu Engineering
17. You must be equipped with all relevant information
18. When you do not know the answer, do not assume or pretend to know!
19. Seek guidance from your superiors and return back to your customer
20. It pays to be honest and truthful
21. You are a reflection of graceful and skillful service
22. Keep a “one step ahead-attitude”
23. Make sure that all tables have the right table set-up
24. Linens are free of stains, tears or wrinkles.
25. Work unobtrusively
26. Do not turn your back from the guests
27. Never discriminate - serve all guests equally

The keys to becoming a successful service professional are

o Draw fulfillment from a good service rendered

o Be proud of your profession
o Observe service standards
o Communicate with guests
o Anticipate all guest’s needs
o Never discriminate
o Follows advices of superiors (reliable and professionals)
o Heed this and Success is just a few steps away.

What is a Food and Beverage professional apprentice?

Is someone who is disciplined, dedicated and committed to ensuring his personal success
through hard work, diligence, honesty and truthfulness to himself, his team and his
profession.

What is in-store for you?

After satisfactorily completing your one year apprenticeship program and after
compliance with all post training requirements, you will easily qualify for a captain
waiter (or its equivalent) for an entry level. From here you will jump start your career
nonetheless, you must keep the burning desire to continuously improve and update your
skills by enrolling in other special courses, reading of related books-magazines and
attending seminars-workshops.

Your brute determination coupled by earned skills and knowledge will open endless
opportunities for your career in the hospitality industry.

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What is a Service Professional?

1. Punctual
2. Well groomed
3. Trustworthy
4. Dedicated
5. Obey first before you complain
6. Committed
7. Disciplined
8. Flexible and Driven to improving himself
9. Open to Constructive Criticism
10. Puts the team first before his personal needs
11. Fair to all colleagues and guest’s

The Industry and your future

Organization Chart – show on Acetate sheet

TYPICAL CAREER PATH

Director Level
Director of Operations

Senior Managerial
Operations Manager

Managerial Level Employment Opportunities Managerial Level

Restaurant Manager in the following industries Beverage Manager
Hotels
Resorts
Restaurants
Bars
Supervisory Level Membership Clubs Supervisory Level
Restaurant Supervisor Airlines Bar Supervisor
Butler Cruiselines
Wineries
Conference Hall

Senior Staff Level Senior Staff Level

Captain Waiter Bar Team/Shift Leader
RSC Team Leader

Entry Level Entry Level

Waiter/Waitress Bartender
(Restaurant Service Crew) Wine Server

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CAREER GUIDE IN RESTAURANT SERVICE

Managerial
Operations Manager

Managerial
Restaurant Manager
Bar Manager

Supervisory
Restaurant Supervisor
Bar Supervisor
Butler

Next Jobs Next Jobs

First Job Team Leader Team Leader Ugraded Job Position
Team Leader Shift Leader Shift Leader Bar Supervisor
Shift Leader Captain Captain Restaurant Supervisor
Captain

First Job First Job

Waiter/Waitress Bartender
Restaurant Service Crew Wine Attendant
Restaurant Receptionist

1 yr Certificate 3 months Restaurant 3 months Beverage 3 months Skills

in Restaurant Mgmt Service Skills Training Skills Training Upgrading Training

Organization Chart
Typical Hotel Setting Organization Chart

General Manager

Resident Manager

Human Resources Food and Beverage Rooms Finance

Department Department Department Department

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Typical Restaurant Setting Organization Chart

Operations Manager

Executive Chef Restaurant Manager

Kitchen Steward Dinning Beverage

Typical Kitchen Organization Chart

Executive Chef

Executive Sous Chef

Sous Chef

Chef de Partie Chef de Partie

Butcher

Commis 1 Commis 1

Commis 2 Commis 2

Commis 3 Commis 3

Apprentice Apprentice

Typical Restaurant Organization Chart

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 Restaurant Manager

Asst. Restaurant Manager

Receptionist Captain Waiter Beverage Team Leader

Waiter Bartender

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 L A R G E K I T C H E N S T A F F

E X E C U T IV E
C H E F

S O U S - C H E F

S A U C E C H E F
( S a u c ie r )

S A U C E A S S IS T A N T

R E S T A U R A N T C H E F

R E S T A U R A N T A S S IS T A N T

V E G E T A B L E C H E F
( E n te r m e tie r )

V E G E T A B L E A S S IS T A N T

P A S T R Y C H E F
( P a tis ie r )

P A S T R Y A S S IS T A N T

C H E F G A R D E - M A N G E R
( C o ld K itc h e n C h e f)

G A R D E - M A N G E R
A S S IS T A N T

R O A S T C H E F
( R o tis s e u r )

R O A S T A S S IS T A N T

R E L IE F C H E F
( T o u r n a n t)

R E L IE F A S S IS T A N T

D U T Y C H E F

D U T Y A S S IS T A N T

A S S IS T A N T

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KITCHEN ORGANIZATIONAL CHART ACCORDING TO SIZE

S M A L L K IT C H E N S T A F F

C H EF

I. A S S IS T A N T II. A S S IS T A N T III. A S S IS T A N T

MEDIUM SIZED KITCHEN

M E D IU M SIZ E D K IT C H E N ST A F F

CHEF

SA U C E C O O K V E G E T A B LE C O O K PA ST R Y C O O K G A R D E -M A N G E R R O A ST C O O K R E L IE F C O O K
(Sauci e r) (E nt r em et i e r) (Pat i s i e r) (C ol d Sect i o n) (R ot i s seur) (T ournant )

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TYPES OF HOTELS, RESTAURANTS AND BAR CONCEPTS

There are two major hotel categories

 City Hotels
 Resort Hotels

Classified according to:

International classification standards using star points as reference – from one star to five
star ratings. Some countries also developed their own categories rating system and adapt
this parallel with the international “stars” system.

In the Philippines - hotels, resorts, restaurants and all tourism related establishments are
rated as A, AA, AAA; the latter is the highest and is equivalent to five stars.

The rating system is based on various factors, depending on the facilities, infrastructure and
available services. Example, a five level city hotel with complete facilities without an elevator
gets three star rating.

Smaller size of hotels =“Inn’s or Motels.”

 This type of hotels provides rooms and breakfasts; the biggest operator in the United
States is the Marriott group and Holiday Inn Hotels.
 In Europe, the “Inn’s or Motels” type of accommodations are not as commonly available
as compared to the USA. Family operated hotels with 15-30 rooms with a restaurant and
a banquet facility is standard in Europe and mostly found in smaller towns; also popular
night meeting place by most villagers. These family operated hotels are called Gasthof in
German, Auberge in French and Hostel in Italian.

Convention hotels
 Are generally located in bigger cities
 Mostly are built adjacent to a trade center and/or convention halls.
 Primarily built to provide accommodations for participants of:
o Convention
o Trade seminars
o Exhibits
 Designed to address the needs of their primary market/ clientele.

Boutique hotels
 Gained prominence and popularity 10 years ago.
 Have very limited number of guest rooms and restaurant facilities
 Characterized by its personalized service

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  Rooms in these hotels are more expensive than de luxe (5 star) hotels. Ex. Four
Season’s/Banyan Tree Resorts/Amanpuri Resorts

2. Restaurants
 Started from the Medieval ages but popularized only decades ago.
 Traditionally operated by mom and pop’s type of operations in Europe and the U.S.
 Boomed after the 2nd World War with the good economy
 Experienced unprecedented growth with more disposable income of people.
 Boom affected traditional style restaurants
 Fun concept restaurants
o With juke box for entertainment
o Drive - in restaurants where servers wear roller-skates & outdoor cinemas
o Drive thru restaurants.
 Won over Hotel Fine dining concepts of Europe & U.S. since they were more expensive.
 Market preferred the fun restaurant concept, fast food concept and the free standing
ethnic restaurant (offering cuisines from various countries).

 In Asia until the late 90’s, restaurants of major hotels still enjoyed popularity and
competed well with fun dining concept restaurants.

 4 to 5 star hotel food and beverage operation would at least have 6-8 restaurant
concepts ranging from fine dining to coffee shops. These hotels would also have lobby
lounge, ethnic food concept restaurant (Japanese, Thai or Chinese) and specialty
restaurants (such as Italian) and sometimes even an entertainment lounge with full
menu of trendy food selection.

 The restaurant industry experience in Europe and United States a few years ago is now
being duplicated in Asia.

 The emergence of free standing restaurants (chain of restaurants such as Benigans,

Chilli’s and TGIF) which concepts are either imported elsewhere or original concepts of
former deluxe hotel chefs who decided to open up their own restaurant and lure the
market using their established credibility in the industry.

 These developments not only affected the preference of the market but also expanded the
choices of the diners. Below are Categories of Restaurants now:

 Fine dining restaurants

 Ethnic restaurants
 Casual dining
 Fun dining
 Fast food restaurants

Note: Classification of restaurant concepts does not consider price factor:

 Service concept (traditional – casual – fun)

 Food concept (type of food and form of presentation)
 Beverage concept (type of beverage and form of presentation)
 Interior concept (traditional or modern)
 Other items such as uniform, restaurant equipment, etc.

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Concept details:
 Service: Table service
 Food: Plated
 Beverage: Mixed alcoholic and non-alcoholic drinks / Cocktails

Banquet and Catering Concept

 Banquet and catering concept applies the base food and beverage concept it is still
different from a regular restaurant service.
 Requires you to set up an almost complete restaurant for every function
 Requires its own infrastructure and a well organized and systematic operations structure
to be able to cope up with the demands of the nature of operations.
 Each segment demands its own and unique specific set up standard and function
requirements of which all professional catering operators must consistently follow and
observe if they want their function to be successful.

Banquet and catering functions in general is divided into the following segments:
 Social functions
 Weddings
 Meetings and seminars
 Cocktails
 Conventions

Fast food Restaurants

 An American original concept i.e. Mc Donald’s, Wendy’s and Burger King.
 Focused on burgers and fries
 This market segment has evolved and is now flagged with ethnic offers such as Chinese,
Japanese, Korean, Indian, Middle East, etc.

Note: The introduction of these ethnic food concepts in the fast food market forced the old-timers to reassess
their product line and consider the market preference. This is especially true in the Asian market. This
therefore saw the introduction of rice base and chicken meals in the menu of the American concept fast food
restaurants.

Canteens
 Considered as a concept of its own
 Requires specific type of food presentation and type of service
 Usually found in large-scale factories and buildings with large number of employees.
 The supermarket chains have also adapted this concept; you find many stalls offering a
variety of food.

Bars

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  The bars concept has evolved over the past years.
 A place where beverages are served with minimal and simple snack items, on the side.
 The modern type bar has incorporated a mix of various other concepts adapted from
restaurants.
 Examples: TGIF, Benigans, USA original sports bar and the Irish bar courtesy of Great
Britain, where great food and bar concepts are combined.
 Popularity has grown tremendously
 The dual concept (bar-restaurant) offers its customers with enjoyable food selection while
others may unwind and have drinks at the bar counter.

“Bistro” = French for bar. These places serve wide collection of beverage items but limited
food/menu selection.

 Bistros are bars located at corner streets where people from the neighborhood would sip
drinks, unwind and spend time chatting with friends and/or families.
 Bistros generally have small menu selection.
 Spanish Bistro is called “tapas bar;” similar to bistro except that its appeal is still its tapas.

Other bar concepts we have these days are:

 Entertainment bars (live music)
 Piano bar
 Karaoke bar
 Dance studio bar

Hospitals, Schools and Institutions

 Requires large scale food and beverage operation;
 Have canteens, Executive lounge
 Hospitals wherein diets varies depending on the condition of the patient.
 Menu in hospitals are sometimes very tricky and complicated.

Vessels, ships, luxury liners

 These are popular travel transports since the time of the Vikings and the conquest spree of Spanish
Royal Army
 Have become a favorite travel and tourist destinations. Passenger vessels & international cruise
lines operate restaurants to cater the needs of its passengers and employees.
 Similar to Deluxe Hotel operations, vessels are simply like floating hotels – also offering wide
selection of services and products in a luxurious and comfortable setting.

Airports and Airlines

 Not a common employment destination for hospitality workers.
 Airports and airlines also offer deluxe food and beverages to the passengers.
 Airlines have mastered the art of producing high quality food for their on board meals
 Have even dedicated significant resources to operate their onboard catering arms thus
continuously improve onboard meals for its discriminating passengers.

Service Knowledge

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Take the first and the right step in your new work environment
 Personal hygiene and dress code must be observed at all times and more importantly while in
action at the dining area.
 Hygiene and sanitation are both critically important and must be consistently and religious
observed and applied even to our surroundings – includes the equipment and tools we use and the
area we work.
 Self impose a high level sanitation as our personal practice and in our working habits so as not to
expose our customers to hazards.
 We hear many cases of food poisoning or illness due to unsanitary practices, spread of diseases
and infections; these stories are even happening around us.
 We see many restaurants closing for many reasons – combines poor quality, poor sanitation
practices, poor service; that scares away customers and thus directly hit the financial capability
of the restaurant forcing management to close shop.
 Many have been told about same stories, many have been seen and yet many still refuse to learn
from the lessons from this real life experiences.
 Anybody who is aiming to become successful in this profession and achieve career growth must
take the first and right step to becoming profession service personnel
.
Why do we need checklists?

Checklists are needed so as to ensure the efficient and standardized running of the operations on all areas
of any Food and Beverage facility and to be able to account for all the tasks (Daily, Weekly, Monthly) are
consistently performed by all personnel.

LOCATION DESCRIPTION STATUS REMARKS

DINING/BARS/BANQUETS  
OPENING PROCEDURE      
* Dining Set up      

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* Service Station set -up      
* Pantry area set-up
     
* Mis-en-place      
* Lighting set-up      
* TV/Music      
   
SERVICE-ACTUAL      
(Food)      
* Portioning      
* Presentation      
* Pick-up time      
(Beverage)_      
* Portioning      
* Presentation      
* Pick-up time      
   
CASHIERING
PROCEDURE      
* X AND Y Reading      
* Cashier's Report      
* COS audit / marrying      
* Sales Report      
* Issuance of COS to staff      
   
Resto & Deli Control      
*Deli Areas & Equipment      
*All operating equipment      
* A la carte      
* Beverage      
* Requisition      
   
Conducted by: Noted by: (Outlet Manager)  
   
ADDITIONAL REMARKS:      
       
       
       
       
       

LOCATION DESCRIPTION STATUS REMARKS

DINING/BARS/BANQUETS  
CLOSING PROCEDURE      
* Dining Set up      
* Service Station set -up      

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* Pantry area set-up      
* Mis-en-place      
* Lighting set-up      
* TV/Music      
   
SERVICE-ACTUAL      
* Linen changed and
bundled      
To tens.      
* All tables and chairs
cleaned      
* All walls and working
surface      
* All countertops      
* All condiments
refill/cleaned      
* All doors      
* Staff side duties      
   
CASHIERING
PROCEDURE      
* X AND Y Reading      
* Cashier's Report      
* COS audit / marrying      
* Sales Report      
* Inventory in all areas      
* Issuance of COS to staff      
   
Resto & Deli Control      
*Deli Areas & Equipment      
*All operating equipment      
* A la carte      
* Beverage      
* Daily revenue logbook
entry      
* Communication logbook      
* Requisition      
   
Conducted by: Noted by: (Outlet Manager)  
   
ADDITIONAL REMARKS:      
       
       
       

RESTAURANT/BARS /DELI CHECKLIST

LOCATION DESCRIPTION REMARKS STATUS

FOYER/LOUNGE  
a. All counter tops/walls are free from dirt/stains and soiled
items    
b. Ensure that all windows are cleaned based on SOP's.    

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 c. Ensure that sofa seating are never removed from the lounge    
Area.    
d. Lounge area seating arrangements to be in good order
always.    
e. Lounge seating repair to be reported immediately and repair/    
Work order form filed and submitted.    
f. All bud vases (if any) must have fresh flower's and changed    
Based on agreed flower change schedules.    
g. All ashtrays are to be cleared, cleaned, & reset always.    
h. All lamps, spotlights, pin lights, electrical sockets are in good    
Working condition and clean at all times.    
STOREROOMS
a. All lamps, pin lights, electrical sockets are in good working    
Condition and clean.    
b. A/C, fans, lights should be switched "off" if in-charge is out.    
c. All dirts, garbage are to be collected and disposed always.    
d. All shelving’s, drawers to be free from dirt and arranged
neatly.    
e. All stores are to be stocked according to par levels indicated.    
TOILET AREAS
a. All toilet's are to be cleaned and fully restocked with guest    
supplies especially the sink areas    
b. All pin lights, electrical sockets are in good working order,
clean    
HALLWAYS  
a. All signage’s, menus are to be clean, visible to all
passenger's    
And in good working order following HGSI standards.    
b. All brass signage’s to be mirror polished at all times.    
DINING AREA
a. Walls must be clean, and free from dirt’s, stain at all times.    
b. Music volume must be at an acceptable level. Not loud!!    
c. All tables & chairs as well as side stations must be clean,    
free from dirt, stains and soiled dishes at all times    
d. All round trays on side stations and Oval trays on tray stands    
At all times. Never on tables or chairs.    
e. All table centerpieces/condiments, menus, bud vase must be    
Laid out facing the entrance and positioned ascending.    
f. All walls, ceilings, pin lights, bulbs to be in perfect condition at    
All times.    
g. All buffet lines to be set-up according to set standards.    
h. Side stations to be stocked up with set par stock levels.    
I. All cutlery, chinaware, cutlery to be set according to set    
Standards of set up. (Alignments to be followed)    
J. Bar areas to be clean, free from dirt’s, stains at all times.    
k. All glassware to be in perfect condition, with no stains, chip    
Marks and properly set according to standards.    
l. All curtains (if any) and window must be clean, neat & no    
Stains, cracks, tears according to standards.    
   
a. All chillers, freezers must be in perfect working order and
PANTRY AREA items    
Placed in appropriate containers & labeled.    
b. All equipment drawers, cabinets and shelving’s to be in clean    
And proper working order, as per standards.    
c. All left-over jams, marmalades, milk, butter and other dairy    
A product to be in proper container’s and labeled with dates.    
d. All equipment to be placed in shelving’s, drawers in decoy    
System order and all to be clean and ready for service.    

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 e. All coffee machines to be clean and in perfect working order,    
With no stains, damages at all times.    
f. All condiments, coffee, creamers, cruets to be in container's,    
And ready for service at all times as per standards.    
g. All waste bins are to be clean at all times, with plastic bin    
Liners, labeled as per standards.    
h. All kitchen equipment to be in good working order and to be    
Arranged neatly and ready for service at all times.    
I. Equipment holding temperatures are checked and are in line    
With temperature standards.    
j. Cleaning and maintenance of all pantry areas and equipment    
Are done on a regular basis as per standards.    
DELI LINE /
SERVICE
Stations 1. All work areas are in good working condition and ready for    
Service at least 30 minutes before service time.    
2. All operating equipment are clean and ready for service    
as per standards 45 mins prior to service time    
   
3. S.S. areas, decors and presentation are changed everyday    
And done neatly and a creative manner.    
4. All food items must have corresponding name/menu tags    
And properly labeled with correct spelling. No handwritings.    
5. All service staff are to introduce menu items to guest's and    
Assist guest in obtaining their food.    
6. Areas in and around the buffet/S.S. must be clean and free    
From dirt, stains, spillages etc. at all times.    
7.All serving utensils to be placed with plate under liners and to    
Be changed constantly.    
8. All flatware to be clean and immersed in "steaming" hot water    
And ready for service at all times.    
9. Service staff to notify kitchen staff for refill of food.    
10. Service staff to collect chaffing dishes and brought to the    
Steward area for washing, including inserts.    
11. Service staff to coordinate with kitchen regarding items to    
Be thrown away and items for recycle.    
12. Buffet line is to be washed down and cleaned after each    
Meal period.    
13. Service staff and kitchen crew manning the buffet lines are    
wearing display hats, with clean uniforms and nameplates at    
All times.    
14. All buffet set-up to be ready 30 minutes prior to meal period.    
15. All food trays, mirrors, platters are in good working order at    
All times.    
16. "Empty for full" / bottle to bottle exchange to be followed    
17. Kitchen and Service staff to assist each other at all times.    
18. All chaffing dishes should be set-up on the buffet line by    
Stewarding staff or kitchen staff and not service crew.    
19. Chaffing dishes for breakfast to be set-up the night before    
To the close of evening operations.    

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 To ensure the smooth operations and maintenance of all restaurants
PURPOSE  
And kitchen outlets.
   
   
CHECKED BY:
   
PRINT NAME/SIGNATURE/DATE
   
   
  Original Copy - Supervisor/Outlet Manager
  2nd Cop - File Copy
   
   
Approval: Outlet Manager
   
Director of Operations
 
   

 Generally all equipment are to be stored according to their sizes, make and stored in decoy fashion
in the areas allotted for them
 All Chinaware to be stored in the Chinaware shelving by stacks of 25’s. (For easy counting)
 All Silver and Cutlery to be stored in the Cutlery storeroom area. Placed in cutlery racks and
designated areas for Candelabras, Torches etc.
 All Glassware is to be stored in the glassware storeroom only according to types. If there is not
much space, then glassware have to be placed clean in their original boxes or racks and stacked
accordingly per type.

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  Stages, Dance floors, and Table and Chairs are to be stored away from service areas and placed in
the storeroom accordingly. (Chairs by stacks of 10’s) for easy counting and transporting, Tables
placed on top of each soft side by stacks of 2’s only to avoid damaging the table sides or top.

 HOW TO STORE MOULTON (If in use)

 Check the quantity
 Count the total number and counter check with control sheet
 Ensure all moultons are clean and in good condition
 Fold accordingly
 Ensure no moulton is overlapping and that all column stacks are aligned.
 Ensure to do this so as to save space

 CARRYING A TRAY STAND

o The tray stand is important especially when it is a plate service and at the same time in a
balance service, without this tray stand we cannot lay down the food we are carrying. We use
this tray stand for maintaining the good service of our guests.
o Carrying a tray stand must be executed in proper ways.
o It can be put on top of your shoulder or handle it on top of your shoulder especially when
carrying food.
o The tray stand is mostly used during plate service and it can be use also as a service station.

NOTE: Always check the tray stands if it is in good condition to avoid accidents,
especially when laying down the food which are placed on oval plate.

Make sure that their belts or straps are intact on the wooden stand.

 HANDLING OF TRAYS

WIPING TRAY

o Prepare materials.
o Gather duty trays
o Pick-up service cloth from the linen cabinet.
o Cloth must be clean
o Dampen cloth in warm water
o Wipe tray
o With the left hand, hold the tray by its rim.
o Ensure that tray is well cleaned and dry after wiping.
o With right hand using a damp kitchen cloth, wipe tray in circular motion, front and back.

PREPARING A TRAY

o Obtain white cloth under liner.

o Proceed to linen cabinet / store and obtain the necessary white cloth under liner according
to the shape of the tray.
o Ensure that cloth under liners is: clean, free from stains and loose threads (edges) and
well pressed, not folded.
o Place cloth under liner on top of pantry service counter.

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 o Ensure that counter top is clean and dry.
o Obtain tray.
o Proceed to Steward Stores or to the dish washing area to get trays.
o Ensure that trays are clean and dry, both top and bottom. Bring tray to pantry service and
place beside cloth under liner (right side).
o Ensure that cloth under liner is evenly placed in the middle of the tray.
o Using the right hand, get tray with the under liner and place it in the middle of the tray.
o Ensure to prepare only the needed trays per station and pantry par stock.
o Proceed with the same procedures for other trays.

 CARRYING OVAL TRAY

o Pick-up tray.
o Take hold of trays by both hands (thumb on rim and the rest under).
o Ensure grip is firm.
o Lift up tray at a right angle placed in front of you on the level just above your waistline.
o Proceed to tray stand.
o Walk straight displaying positive body language
o Place tray on top of tray stand.
o Ensure trays are well balanced / stable on tray stand.

 POLISHING TRAY

o Proceed to side station.

o Walk straight displaying warm positive body language.
o Obtain round tray with cloth under liner.
o Open side station cabinets for trays.
o Ensure that tray cloth under liner does not fall onto the floor.
o Obtain tray with the right hand, thumb clipping cloth under liner
o Place tray in the centre of opened palm left hand
o Ensure that trays are clean and tray cloth is clean, free from any stain and well-pressed
o Airline Service exemption.

 CARRYING A ROUND TRAY

o Carry tray with left arm in a 90 degree angle

o Carry tray with the left hand with open palmed hand carrying the tray from the bottom
center of the tray at all times.
o Ensure to clip your left elbow to the side of your body while carrying the tray/s.
o Ensure not to play around while carrying the tray; avoid the swinging motion while on
the way.

 CARRYING RECTANGULAR TRAY WITH HANDLE

o Proceed to service area

o Obtain silver tray

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 o Ensure Tray is clean and well polished
o Ensure Tray has white cloth under liner
o Hold tray at both ends by the handles
o Proceed to side station
o Carry tray at a 90 degree angle in front of you just above your waistline
o Walk straight displaying warm and positive body language
o No running in the station
o Place silver tray on top of side station gently
o Ensure no part of the tray is hanging from the counter top of the table
o Ensure not to hit tray against other trays to prevent from scratching them
o Ensure tray is placed gently to avoid making noise.

 CARRYING GLASS OF DIFFERENT SIZES ON A TRAY

o Obtain tray with different sizes and different kinds of glasses

o From point of pick-up, move tray so that the tallest glasses are nearer to the body and
shorter ones farther away from the body
o Use right hand to move tray
o Ensure glasses are neatly arranged from the taller glasses near your body
o The shorter glasses behind the taller ones
o Ensure to have space between glasses to prevent noise / chipping
o Place tray on open palm hand
o Use right hand to push tray towards open palm left hand
o Place tray on open palm left hand
o Ensure right and left hands are free
o Ensure area right above wrist carries heaviest part of tray
o Carry tray with left hand
o The left arm is positioned in the 90 degree angle, the tray placed on your open palm left
hand.
o With your right hand hold the tray by placing thumb on top and forefinger below the rim
of the tray
o Care must be ensured in carrying tray
o No swaying of right hand
o Ensure to hold the tray firmly
o Ensure left hand immediately support the tray.

 CARRYING BOTTLES AND GLASSES ON A TRAY

o Arrange glasses on a tray with tray cloth

o With your right hand, lift glass one by one with the first three fingers starting from the
thumb by the stem or by the base (depending on type of glass)
o Ensure that tray cloth is neatly arranged and clean
o Place glasses all beside each other from the centre of the tray to the part further away
from you
o Ensure that they are neatly arranged
o Arrange bottles
o With your right hand, lift bottles one by one at the lower part of the bottle with thumb as
support and four fingers together on the side of the bottle
o Place bottles all beside each other on the part that is nearest to your body
o Ensure not to lift the bottles by the rim but by the upper centre
o Ensure that heavy bottles are placed nearest to the body
o Ensure to have space between the bottles

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 o Place tray on open palmed left hand
o Use right hand to push tray towards open left hand
o Place tray on the centre of the left open palm hand
o Ensure you push tray carefully with the right thumb on the rim of the tray and the nearest
of the fingers below the tray for support
o Ensure tray is held firmly by the left hand
o Carry the tray with your left hand
o With your left hand in a perpendicular position, 90 degree angle, carry the tray firmly and
place right hand on a perpendicular position to the body to support carrying of tray
o Ensure bottles are nearer to the body
o When carrying tray, firmly handle the tray.

 OPENING A STAGE

o To set up a stage depending on the measurement, normally 4x8x1.5 feet and 4x12x3 feet.
Normally used for the presidential table.
o Remove the strap on each side of the ramp.
o Press the red pin with your hand before opening the stage so that the lock will release and
lay it down gently.
o Ensure that the lock underneath the stage is hooked up with the other side and that the
stage is opened flat and level
o Make sure all the straps are removed before opening a stage
o Ensure that the pins are in good working order and condition to avoid damages to the
stage when opening
o Ensure that there are always two of you to open a stage. NEVER DO IT ON YOUR
OWN!!!

 MAINTAINING A GOOD STAGE

o A good lasting use of a stage is important to any Food and Beverage operation especially
Banquets where a stage is needed regularly for functions.
o Maintain the cleanliness and proper use of one stage
o Don’t bump the stage to any wall or corner and any hard object to avoid the misalignment
of their wheels.
o Never pull the stage from the front while hauling as this may cause accidents.
o Always push the stage from behind wherever you are going.

 POLISHING GLASSWARE

o Equipment: Service cloths, small bucket, tray, white cloth under liners and glassware
o Prepare the materials to be used for polishing
o Obtain bucket from Stewarding Department
o Fill small bucket with steaming hot water half full
o Tray is covered with white cloth under liner
o Ensure white cloth is clean
o Polish the glass by holding one end of the service cloth with the left hand
o Pick-up one goblet above the base using your right hand
o Hold the goblet above ice bucket to obtain the steam by dripping the rim of the glass
slightly to the hot water
o Ensure that the glass is covered by steam
o Wipe glass inside out using circular motion with the service cloth on the left hand until it
is free from stains and water marks
o For stemmed glassware, use caution when polishing to avoid breaking the stem

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 o Check goblet against light
o Cleanliness of the glassware should be spotless clear inside and base of glass
simultaneously
o Place goblets on tray
o Place goblets one by one forming straight rows
o Ensure to have a space between each glass to avoid chipping.

 POLISHING CHINAWARE

o Equipment: Service cloth, chinaware

o Pick-up chinaware from Stewarding store or dish-washing area
o Use chinaware trolley
o Ensure that trolley is clean and in good working condition
o Prepare materials to be used for polishing
o Obtain two service cloths from linen cabinet / storeroom
o Wet the cloths with steaming hot water until damp
o Ensure that cloth is not dripping wet by wringing
o Hold cloths in each hand
o Wipe plates
o Pick-up plate with left hand and polish with your right hand by a circular motion
o Polish the front and back of the plate
o Put down polished plate on a clean table top
o Stack same kind of plates by piles of 20
o Ensure to only stack plates 20 pieces per pile

 Storage of plates
 Store plate in appropriate cabinets stacks of 20 or 25’s
 Ensure that rim of the plate are not touching against each other

 POLISHING CUTLERY

o Equipment: Service cloths, small bucket, tray, white cloth under liners and cutlery
o Prepare the materials to be used for polishing per type of cutlery
o Obtain bucket from Stewarding Department
o Fill small bucket with steaming hot water half full
o Tray is covered with white cloth under liner
o Ensure white cloth is clean
o Polish the cutlery by holding one end of the service cloth with the left hand
o Pick-up one cutlery by the side using the right hand
o Hold the eqpt. Above the ice bucket to obtain steam by dipping the cutlery in the bucket
with steaming hot water. Do this by 5’s or 10’s.
o Ensure that the cutlery is covered by the steam
o Wipe cutlery using up & down motion with the service cloth on the left hand until it is
free from stains and water marks
o For stemmed glassware, use caution when polishing to avoid breaking the stem
o Check goblet against light
o Cleanliness of the glassware should be spotless clear inside and base of glass
simultaneously
o Place goblets on tray
o Place goblets one by one forming straight rows
o Ensure to have a space between each glass to avoid chipping.

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  CLEARING BOTTLES FROM THE TABLE

o Equipment: Service tray, bottles

o Go to the table
o Walk straight
o Approach the guest from his right
o Clear the bottle
o Bend slightly
o Hold the bottle b its base with a firm grip
o Ensure bottle is empty
o Proper procedure
o Place bottle on your tray in the following manner
o Place the bottles from the tallest o the smallest nearest to your body
o Example: Beer bottles, then mineral water bottles
o Continue to do so in a clockwise manner until all bottles have been cleared.

 CLEARING PLATES SMALLER THAN 18 CENTIMETER

o Equipment: Plates and tray

o Hold a tray
o The left hand open palm with arm forming a right angle from the body perpendicular
to the body waist
o Ensure that tray is clean
o Clear the plates
o Bend body slightly towards the table
o Right foot forward, left foot forward, slanted at the back
o Using the right hand, hold the plates with four fingers at the centre of the base of the plate
with the thumb at rim of the plate forming a “V” shape
o Transfer the places to the tray at the portion directly above the wrist
o The second plate with leftover, must be placed on the left side of the first plate near
the rim of the tray
o In placing the second plat on top of the first plate, ensure that minimal noise is made
o The third plate must be sorted with leftovers at the second plate left side near the rim,
them after that plate will be stocked following the first place above the wrist
o Repeat the exercise to the succeeding plates until the stocked plates above the wrist
reaches five (50 and not more than five (5)
o The seventh plate to be put at the right side near the rim

 CLEARING DINNER PLATES

o Equipment: Dinner plates, knife and fork

o Proceed to your assigned table
o Go to the right side of the cover, get the dinner plates in front of the cover and move one
step back
o Transfer it to your left hand
o Ensure knife and fork a re placed parallel to the plate
o Hold the first plate with the thumb lying along the edge of the plate pointing across the
body, and the two first fingers underneath slightly spread

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 o The third and fourth fingers stand up outside the plate, the tip level with the thumb
o Place the used fork with curve upwards vertically in the middle of the plate
o Grip it with the thumb
o Put the used knife under the curve of the fork and at right angles
o When clearing to the stewarding section use decoy system
o Put the second plate on your forearm with the rim behind the thumb joint and on the two
extended fingers
o Pick-up the knife and fork and turn approximately 45 degrees away from the cover and
gently scrape any remains f food onto the first plate with the fork and place it on the left
side of the plate
o Get the fork and put it at the left side of the first fork and the knife under the fork. That is
fork with fork and knife under fork
o Proceed to your station
o Take the first plate on your wrist first and pace it on side stand
o Then take the first plate with the cutlery out of your left hand and pace it on top of the
pile
o Take cutlery and place them into cutlery rack
o Ensure not to clump the cutlery to prevent noise
o Place the pile of plate on bussing tray
o Ensure that plate with leftover is always on top of the table

 CLEARING SALT & PEPPER SHAKERS FROM THE GUEST’S TABLE

o Equipment: Round tray with white cloth under liner & salt and pepper
o Obtain round tray with under liner
o Proceed to side station
o Ensure that tray (bottom and top surfaces) is clean and dry cloth under liner is clean and
well pressed
o With the right hand, obtain round tray from tray cabinet of side station, thumb clipping
under liner
o Ensure that tray is in the centre of open palm left hand
o Proceed to guest’s table
o Walk straight displaying warm positive body language, left arm holding tray is at a 90
degree angle
o Ensure not to play around with the tray, right hand is placed at the side of the body
o Approach the table from the right side of guest. Be unobtrusive
o With the right foot, take one step forward in between chairs, bending slightly
o Using the right hand, take both shakers by the base (thumb in the side of the salt
shaker pointer finger in the middle on the salt and pepper shaker and the three other
fingers holding the base and bottom of the pepper shaker
o Ensure that when taking shakers, grip is firm to avoid shakers from falling
o Place shakers on top of the tray, near the rim, on top of wrist. Leave appropriate
space / allowance between each shaker to avoid noise and chipping
o Return shakers to side station
o Proceed to side station displaying warm positive body language, left arm holding tray
is at 90 degree angle
o Ensure not to swing the tray
o Place shakers inside side station cabinet
o Ensure to put back shakers in their respective cabinet

 CLEARING BB PLATE AND KNIFE

o Equipment: BB plate, BB knife, round tray, with white cloth under liner

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 o Approach guest
o With a tray on the left hand, approach the guest displaying a warm positive body
language
o The tray under liner must be clean
o Position body at left side of guest, right side of body, unobtrusively
o Not too near or too far from the guest
o Arrange BB plate, Bend slightly, extend right arm and arrange knife with blade facing
left and handle pointing downwards
o Ensure to hold knife by the handle only
o Clear Plate
o Pick-up BB plate with four fingers under the thumb pressing the knife against the BB
plate
o Ensure not to drop the knife
o Put it on tray right above the wrist. Maintain position of arm right angle
o Return to side station, Walk straight displaying warm positive body language. Walk do
not run.

 CLEARING CHOPSTICKS

o Hold tray
o With the left hand, open palm with arm forming a right angle from the body,
perpendicular to the wrist
o Right foot forward, left foot slightly slanted
o Obtain the serving spoon and place it on top of tray leaving adequate space for other
items to be cleared
o Ensure to hold the serving spoon by its handle
o Obtain chopsticks and place it on top of the tray, next to the spoon
o Ensure to hold chopsticks by the handle
o Obtain the chopsticks rest / stand and place it on top of the try near the handle of the
spoon and the chopsticks
o Ensure to place rest on one side of the tray
o Repeat steps 3-4 for other covers
o Ensure to be unobtrusive when continuing clearing
o Clear equipment
 Proceed to side stand
 Place chopsticks and serving spoon into the bussing containers
 Place chopsticks rest on the tray, formed into straight rows.

 CLEARING COFFE CUPS

o Equipment: Round tray, coffee cups and saucers, teaspoons, coffee pot
o Approach the guest
o Walk straight with warm positive body language carrying the tray on top of the open
palm left hand. Tray is clean
o Approach right side of guest and take step forward with your right foot bent slightly
o Clear coffee cup
o Extend your right hand and unobtrusively double check if guest is finished with his
coffee by making a gesture using an open palm right hand
o Hands are clean and dry
o Place your four fingers under the saucer while your thumb is pressing the rim. Firm
grip by the thumb
o Ensure teaspoon is placed on the saucer properly to avoid dropping
o Unobtrusively lift saucer and pull towards your body

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 o Transfer the saucer to the round tray positioning it right above your wrist
o Maintain balance of tray with your left hand
o Remove the cup, put it at the left of the saucer near the rim of the tray
o Tray under liner is intact
o Remove the teaspoon, put it at the right side of the saucer, close to the rim with
handle pointing down
o Hold the teaspoon by its handle
o Proceed to the other guests
o Repeat steps 1 to 3 of clearing coffee cup (number 2)
o Ensure not to hit china against each other to prevent noise
o Transfer the saucer to the round tray placing it on top of the empty saucer
o Remove the cup, put it at the back of the two saucers beside the first cup near your
body
o Remove the other teaspoon and place it beside the first teaspoon with handle
pointing down

 CLEARING SUGAR BOWL

o Equipment: Round tray, tray cloth, sugar bowl

o Gather equipment
o Proceed to side station. Maintain warm positive body language.
o Using right hand, get tray and place on top of open palm left hand
o Clear table. Proceed to guest table with warm positive body language
o Tray should be held in front at a 90 degree angle from body
o Stand to the right of guest, in between chairs. Do not touch guest.
o Put right foot forward and bend slightly
o Using right hand, reach for sugar bowl and hold it at the base with fingers wrapped
around the bowl, not touching the rim
o Lift bowl and place it at the centre of the tray
o Proceed to side station and place bowl on counter

 CLEANING OF TRAYS AND TABLE UTENSILS (CRUETS, CONDIMENTS, ETC.)

o Collect all items

o Put all table utensils, salt, pepper, mustard pots, sauces in bottles, sugar holder, etc.
on trays and take them to the pantry
o Collect all service trays and take them to stewarding area everyday
o Gather cleaning supplier
o Requisition damp cloth and liquid detergent from steward department
o Cleaning Principles:
 All utensils and accompaniments (condiments, sauces) have to be thoroughly
free of stains and NOT sticky
 Pay particular attention to bottle necks, jam holders, sugar shaker. Go around
and inside bottle neck with paper napkins
 Adhere to Cleaning Schedule at all times (Daily, weekly & Monthly)
 After each meal period, one section at a time
 Refill salt and pepper every evening. Check that holes are dirt free & not
clogged.

 CLEARING COCKTAIL TABLE TOP

o Hold tray in left had as per standard procedures

o Remove Bottles

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 o Hold by neck, place on tray closest to body
o Balance tray
o Remove glassware, Tallest first, Stem glasses held by stem
o Stack tallest closest to body
o Remove mats and napkins
o Separate on tray
o Wipe table with cloth
o Reset as instructed. Ashtray, collateral, etc. in place
o Place tray for clearing on bar top or service station

 HOW TO CLEAR FLOWER AND BUD VASE FROM THE TABLE

o Approach guest table with tray on your _____ hand

o Walk straight displaying warm body language
o Carry the tray at a ____ degree angle.
o Clear the flower Vase / Bud Vase
o Approach the table in between two ______. Put right foot forward & pick up the vase by
the base.
o Pick up the vase with the right hand. Place vase on top of the tray positioned on top of
the wrist for better balance.
o Return to side station. Support tray with your right hand as you proceed. Keep posture.
o Transfer vase to side station. Place tray on top of the side station by sliding it on top.
o Put vase on the corner of the side station or pantry table to prevent breakage.

 WIPE TABLE AFTER BUSSING

o Equipment: Tray, two service cloth with underliner

o Proceed to side station
o Walk straight displaying warm positive body language. Do not swing hands.
o Using the right hand, obtain service tray and place on left hand
o Using right hand, obtain 2 bussing cloth with underliner and place on centre of tray
o Proceed to table
o Walk straight displaying warm positive body language
o Hold tray at 90 degree angle. Do not swing hands
o Proceed in wiping table with wet cloth
o Using right hand, obtain wet bussing cloth and wipe table in a circular motion.
o Make sure whole surface is damp and free from food particles
o Using the right hand, put back wet cloth on underliner
o Proceed in wiping table with dry cloth
o Obtain dry bussing cloth. No stains and oil spots. Check if dry
o Wipe dry the table in a circular motion
o Ensure that all tables are wiped along with the edges.

How to Store, Transport and Maintain Linen:

 STORING TABLE CLOTH

o Check quantity of table cloth

o Count the table cloth vis-à-vis logbook on control sheet
o Ensure all tablecloths are clean and in good condition
o Store the table cloth inside the linen cabinet

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 o Place the folded tablecloth into tea cabinet rack by five’s using both hands
o Ensure hands are clean
o Continue filing the rack by five’s upward until the first column are filled then proceed
to the next column
o Ensure all columns are straight and no tablecloth are overlapping
o Continue the same process until all the tablecloths have been stored.

 STORING PLACE-MAT

o Store placemats
o From the linen trolley of new / clean place-mats, accurately count the number of place-
mats issued
o Meticulously check each place-mat for stains, holes and any other damages
o For stained / damaged linen, note down the number and have it exchanged for new ones
in the linen department
o For checked place-mats, store in the linen cabinet, not folded, properly and neatly stacked
o Ensure not to stack the place-mat too high
o Do not fold them when storing.

 STORING NAPKINS

o Get a plastic container

o Proceed to pantry and get a plastic container
o Make sure container is clean and dry
o Put napkins into plastic container
o Place container at the right side of the folded napkins
o Starting from lower right going counter clockwise
o Place napkins in container depending on the type of fold used (example: fan-closed “fan”
and lay it on one flat side)
o Stack napkins equally high
o Press each stack into each other lightly
o Close cover of plastic container
o Store napkin
o Place plastic container on proper shelf. Make sure shelf is free and clean
o (storage in pantry)

 COUNTING LINEN

o Proceed to pantry area

o Walk straight, displaying warm positive body language
o Count linen
o Remove all soiled linen inside the linen trolley
o All linen is removed, nothing remains
o Segregate soiled linen according to the following
 Place-mats
 Napkins
 Glass cloth
 Kitchen cloth
 Service cloth
 Cocktail napkin
 Wine cloth
 Table cloth and colour

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 o Ensure that no objects are left inside the linen trolley such as forms, ashtrays, etc
o Segregate the heavy stained linen
o Bundle linen into groups of 10, with the 10th one used for tying
o Linen is unfolded
o Count bundles of 10 according to the different types of linen
o Ensure that totals are recorded, that count is accurate
o Record totals for each linen type on to linen requisition or count form
o Place bundles of counted linens back to the linen trolley. No bundles are left
o Bring down linen trolley with counted linen and from to laundry department
o Form is brought together with counted soiled linen
o Clean up place after counting.

 HANDLE NAPKIN FOR SERVICE

o Get tray
o Proceed to side station
o Obtain tray underline with white cloth with right and transfer to open palmed left hand
o Tray and tray cloth are clean
o Get napkins
o Open napkin drawer of service station. Hands must be clean.

 CLEARING NAPKINS

o Get tray
o Go to the side station
o Obtain tray with white cloth
o Tray and under liner should be clean
o Proceed to table, displaying warm positive body language
o Move forward between two chairs
o Gather napkins
o Hold tray on the left arm with open palmed left hand under the middle of the tray’s
underside
o With the right thumb and forefinger, get napkin, holding it by one corner
o Fold napkin on table
o Swing napkin slightly to open
o Lay napkin across tray, proceed to next cover
o Repeat until all napkins are gather
o Ensure no napkin is hanging on tray’ rim
o Place napkin in soiled linen container
o Carry tray on left hand
o Go to pantry where container is located
o Drop napkins into soiled linen container. Close container after use.

 CLEARING SOILED LINEN FROM GUEST’S TABLE

o Equipment: Tray
o Obtain Tray
o Proceed to side station, displaying positive body language
o With the right hand, pick-up the tray
o Place tray on top of open palm left hand

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 o Approach table
o Walk straight displaying warm positive body language
o Clear soiled linen (table cloth)
o With the right hand, take soiled linen
o Place it on top of the tray, neatly
o Place soiled linen inside the soiled linen trolley / tong
o Proceed to stewarding area, with the right hand, take soiled linen and place inside
trolley / tong.

 DISCARDING LINEN AND DAMAGED TABLEWARE

o Collect items
o Damage linen and tableware should be separated and counted
o Make sure they are not used again in outlet
o Return linen
o All damaged linen should be returned to Housekeeping for re-cycling
o Return tableware
o All damaged / chipped tableware should be returned to the steward store, placed in bin
and recorded
o Chief steward to keep all items until decision is taken to dispose them
o Special bins to be used to ensure they are not put into circulation again.

 CHANGING TABLECLOTH

o Obtain the table cloth

o Go to linen storage, get the topmost tablecloth from the linen cabinet using your right
hand
o Table cloth should be clean and free from stain, holes, burns, and neatly pressed
o Hold table cloth with opened palm Hands should be clean
o Arm should be at 90 degrees angle
o Proceed to guest table
o Walk straight displaying warm facial expression and positive body language
o Put down the table cloth on the cushion of the chair
o Lay clean table cloth and remove the dirty table cloth
o Flap up seam of the dirty tablecloth on your side and another opposite you
o Seams should meet at the centre of the table
o Get clean table cloth, place it on top of the dirty table cloth with its opening side facing
you
o With your tubs and index finger, hold the second flap while the rest of the finger are at
the upper middle fold of the table cloth
o Lay clean tablecloth on top of the seams of dirty tablecloth
o With your thumbs and index finger hold the seam of the clean and dirty table cloths
o Pull both seams towards you up to the edge of the table
o With the seams of the clean table cloth, fold it backwards forming like a wave
o Hold the dirty table cloth on the lower part of the table cloth and seams of the clean
tablecloth

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 o Pull them together towards you, leaving the clean table cloth and holding the dirty table
cloth on the air
o Fold dirty table cloth on the chair
o Make sure no crumbs are falling on the floor Fold is neat
o Put the dirty table cloth on the chair. Place it neatly on the chair
o Adjust clean table cloth accordingly
o With both hands, adjust the flap of the table cloth. All flaps are equal. All corners are of
equal length
o Straighten table cloth with both opened palms. Hands are clean, no humps
o Put back chairs
o With both hands, hold the chair by its armrest and push it toward the centre of the
side you are working on until it is just to touch the table cloth
o Chair is straight and not touching the cloth
o Repeat process until all chairs are adjusted
o Clear dirty table cloth
o With both hands, obtain dirty table cloth from the chair and carry it with open palms
o No swinging of arms, no crumbs are falling on the floor
o Walk straight and proceed to pantry. No running
o Place dirty table cloth in the linen trolley for laundry. Place it in order.

 LAYING TABLE CLOTH

o Obtain clean table cloth

o Obtain clean table cloth from linen trolley cabinet
o Ensure table cloth is clean and free from stains, holes, burns, etc. and is well pressed
o Carry table cloth entirely with both hands and with palms open
o Ensure hands are clean
o Position arm at 90 degrees angle. Do not crumple the table cloth
o Proceed to guest table
o Walk straight displaying warm and positive body language
o No running in the restaurant
o Lay table cloth at the centre of the table and unfold
o Let the folded parts face the north or away from you and then open part nearest your
body
o Minimize handling to avoid crumpling
o Unfold table cloth horizontally maintaining the open parts facing the body and the folded
part away from you
o Ensure table cloth is extended evenly on both sides
o Lift table cloth and allow the first flap to rest on the edge of the table
o Hold the first fold with the last 3 fingers on the middle flap with the thumb / index fingers
o Ensure table cloth is neatly laid down with no humps or folds
o Bend slightly and with both hands, lift the tablecloth and allow the first flap to lay on the
edge of the table farther away from you
o Ensure seams are falling down.

 SETTING PLACE-MAT

o Obtain place-mats
o Proceed to side station
o Using right hand, take placemats (number will depend on the number of covers to be set
and lay them on left forearm horizontally
o Placemats are clean and free from stains, well pressed and no loose threads

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 o Approach guest table. Walk straight displaying a positive body language and expressing
a warm facial expression
o Positive body at the right side of the guest
o Put the right leg toward with the upper body slightly bending forward
o Lay place-mat
o Take one place-mat
o Lay the place-mat in line with the table’s edge nearest guest
o Place-mats are laid out uniformly. All seams are faced down
o Proceed to the next cover
o Take another place-mat
o Lay the place-mat in line with the table’s edge
o Place-mats are laid down uniformly
o All seams are faced down. Ensure that all place-mats are equally centred.

 CLEARING PLACE-MATS

o Get tray
o Proceed to side station with right hand pick up tray and lay it on open palm of left
hand
o Approach guest table
o Walk straight, display positive body language and warm facial expression
o Clear place-mats
o With the right hand take a place-mat and fold it to the side ensuring that crumbs, debris
do not fall on the floor
o Put the place-mat on the tray and repeat process
o Put place-mats in the linen trolley
o Proceed to stewarding area and with right hand take the place-mats from the tray and put
inside the linen trolley.

 HOW TO COVER SPILLAGE FROM THE TABLE

o Approach the table with warm facial expression

o Provide apologies for the guest satisfaction
o Offer clean napkin to guest if needed
o Using a round tray placed on left hand, clear the tableware from the table.
o Obtain a new napkin and lay it flat on the area where the spillage occurred.
o Rectify the table to original set-up with fresh tableware.

 CLEANING SPILLAGE AND BREAKAGE

o Spillage Accidents
o Apologize to the guests
o Make sure he is not burned
o Use paper napkin or serve cloth to assist guest immediately
o Calm the guest while cleaning the table
o Coverage of Damage

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 o Put a cloth on wet area
o Check with guest if clothing is stained. If so, inform the guest that the laundry will clean
the garment free of charge

o Breakage Problem
o Apologise to the guest if it happens near or at his table
o Make sure no one is injured
o Calm the guest and organise replacement of utensils
o Clearance of debris
o Using a brush or a cloth (never with bare hands) collect the debris (pieces) in a dust-pan
or small dust bin
o If damage is extensive, call Housekeeping to clear it
o Ensure to fill up a spoilage and breakage form for proper accounting of breakage or
losses.

How to Maintain Equipment:

 DISCUSSION OF SIDE CLEANING DUTIES

o SIDE STATIONS
o Side Stations are the backstage work area of all service employees. In most dining
rooms, side stations are small and, therefore, should be the most organized and efficient
portion of the employee’s work environment
o In the case of three-meal-a-day restaurants, the required supplies change from meal to
meal, e.g., breakfast more coffee supplies and preserve caddies; at lunch you may require
iced tea set-ups and a supply of catsup and mustard. In order to provide a consistent and
organized method of stacking the side station, a diagram should be placed at eye level to
provide an easy to follow map for employees. Labeling shelves is appropriate only when
stock does not change
o Supplies should be arranged in a side station according to their weight and the frequency
of use by the Service employees
o Avoid placing heavy objects overhead
o Avoid placing frequently used items high overhead or on the bottom shelf
o Supplies kept in the dining room side station should also be determined by walking
distance from the kitchen and dish room, for example, a side station five feet from the
kitchen would have fewer supplies than a café extension side station twenty feet away.

 CHECKING TABLEWARE AND RESTAURANT BEFORE A MEAL

o Tableware inspection
o As per checklist, each captain controls every table in their station for:

 Pepper mills (full & clean)

 Salt & pepper shakers (full)
 Sugar bowls (full & clean)
 Water jugs (with ice water)
 Creamer (full & clean)
 Cutlery (polished & in right place)
 Glassware (polished & no finger marks)
 Chinaware (no water spots)
 Napkins (right place and folded)
 Linen (clean, no holes, no stains)

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  All guest supplies to be ready for service i.e. toothpicks, matches, ashtrays,
napkins, hot / cold towels etc.

 Dining room inspection

 Manager or his assistant control furniture & equipment

 Captain’s to do this o a daily basis & report any anomalies immediately
 Tables and chairs properly aligned. Check table plan
 Chairs and benches clean and crumb free
 All Lighting, switches bulbs etc are in good working order
 All potted plants are free from cigarette butts & dirt
 All carpets and flooring are vacuumed and clean at all times
 Buffet table to be clean and ready for service
 All bud vases to have fresh flowers and centerpieces are in good order
 Music system to be fixed and clean and ready for service
 A/C temperature is on the designated level

 SUPPLIES TO RESTAURANT / BARS

o Outlet manager’s must plan requisitions and all staff to use these conservatively
o Using requisition forms
o Food supplies for service stations, bars, banquets must be done on a daily basis by
captain’s / supervisors
o Beverage supplies must be done on a daily basis by captain / supervisors
o Stationery supplies must be done once a week
o Requisitions must be approved by F & B Director or his assistant
o All requisitions must be submitted to the F & B office every morning for approval
Requisition time
o All food requisitions from the store must be completed before 10:00 am
o All beverage requisitions from the store before 11:00 am

 AWARENESS ON SANITATION AND HYGIENE IN THE RESTAURANT

o Foodservice personnel must observe certain practices when working in foodservice areas
to protect the consumer as well as themselves
o Food should be handled, whenever possible, with spoons, tongs, or forks. A clean spoon
or fork should be used to taste food and the utensil should never be put back into the food
after it has touched the mouth. Food should never be tasted with the fingers, and hands
should never be put into a bin where ice is stored. Plastic gloves are recommended for
mixing foods, making sandwiches, arranging or dispensing food. Gloves should be
replaced after handling raw poultry or meat, after handling any soiled objects, after work
has been interrupter, and whenever a glove is torn or punctured. When working with a
meat slicer or other equipment, gloves should be removed. The glove may catch on the
machine and cause injury.

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 o Hands should be kept away from the areas of dishes, glassware, and silverware that come
in contact with the mouth. Plates should be held by placing the palm of the hand
underneath the plate with the fleshy part of the thumb on the edge of the plate. Cups
should be lifted by the handle, glassware should be held at the base of the glass; only the
handles of silverware should be touched
o Household pets (cats, dogs, birds, and fish) should be kept out of all foodservice areas.
Animals should never be touched by anyone when working with food
o Garbage and trash need to be moved from foodservice areas at regular intervals
throughout the day and should be stored in a separate room - refrigerated if possible.
Mechanical disposal units and compactors should be cleaned frequently.
o Pest control is important for safe sanitation. Clean equipment and food maintenance,
elimination of breeding areas, and the assistance of qualified pest control operators are
required to eliminate insects and rodents. Consultation with pest control experts is
necessary before using any pesticides, poisons, or chemicals in foodservice area.
Foodservice personnel need to be trained to read all labels and to follow proper
procedures so that food, utensils, and equipment will not be contaminated with poisonous
materials.
o Soiled dishes, glassware, silverware, linen and utensils may be contaminated with
disease organisms from users. Unless these wares are handled carefully, employees may
pick-up the germs on their own hands and transfer them to their mouths or to customers.
Soiled items must be handled with the same care used for clean utensils. After handling
dishes and utensils used by others, it is extremely important to wash hands thoroughly
with soap and water.
o Absolute cleanliness in the processing and storage of food are rules that should be
followed at all times. Following practices must be observed in handling the various types
of food
 Milk and Cream are very perishable and must be stored in the original
containers (not plastic) or in containers that have been sanitized. Milk products
should be refrigerated at a temperature of 400F or 40C.
 Butter or Margarine should be covered and stored in the refrigerator at 400F or
40C.
 Canned foods (i.e. Ketchup) should be stored in areas that are cool, dry, and well
ventilate. A temperature of 600F or 160C is recommended to retain maximum
quality while humidity control is necessary to prevent rusting of cans.
 Food in cans with bulged lids, dents, or leaks should not be used.
 Canned foods that have been opened should be transferred to containers that can
be covered.

 SANITATION

 THE NEED FOR SANITATION:

 Any Food and Beverage establishment must be a clean and a sanitary place at all times, it must be
pleasant to work in and free of health hazards
 The food you prepare must be absolutely safe to eat. To achieve this sanitation must be a way of
life in the kitchen. Sanitation is required by law, personnel handling food are required to submit a
health certificate.

 CAUSES OF FOOD BORNE DISEASES:

 Most food – borne diseases is caused by bacteria

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  Chemicals
 Parasites
 Poisons

 BACTERIA IN FOOD:

 Sanitation is a constant war against disease producing bacteria in food. Cooking alone does not
necessarily kill off bacteria.

 Bacteria ( harmful ) that causes food borne diseases:

 Toxins – poisonous substances, if eaten alive in food will attack the body directly
 Staphylococci – which causes deadly illness
 Botulism – rare but fatal. Normally happens with canned goods
 Trichina – parasite found in fresh pork
 Salmonella – found in Chicken and Dairy products

 SANITATION PRACTICES :

o Bacteria enter the kitchen with people, foods, flies, roaches, rats and mice.
o By focusing on their carriers we can limit the growth
o Food handlers need to have periodic health examinations and immunizations. Also they
should not be allowed to work when they have sore wounds, or lesions.
o Personal hygiene is important.
 clean hands at all times
 clean nails
 clean uniforms
 clean hair well groomed and off the collar of your uniform
 if hair is long wear a hair net of hat
 wash your hands frequently after you blow your nose, do not lick your finger, do
not touch your hair, wash your hands before and after you go to the bathroom

 Foods most likely to bring disease-producing bacteria with them are meat, fish, poultry,

 Roaches, rodents, and flies are notorious disease carriers and should be exterminated.

 Cover foods and garbage.

 Wash floors, walls, counters, equipment, dishes, or see that they are washed.

 Clean up after each task, your workstation, your utensils and before moving to the next task.
Never use the same utensils, tools, or equipment for raw foods and cooked foods unless they have
been properly cleaned. Follow the “CLEAN AS YOU GO” principle.

 Use only clean towels, and use them only for their intended purposes of cleaning, drying, or
handling hot pans. Never use them for covering, wrapping or straining foods.

 Store raw and cooked foods separately.

 High temperatures or chemical can kill bacteria surviving on equipment and utensils

 Ordinary cooking of foods destroys many disease causing organisms.

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  In areas such as washing counter, floors, and large equipment’s, a small amount of chlorine or
iodine in water is used to kill the bacteria. This is called sanitizing.

 Chemicals and metal residues in foods can also cause illness. Keep cleaning supplies and
pesticides away from food. Store them in clearly labeled containers in a separate storage area
away from food supplies.

 Wash all produce thoroughly before use especially lettuces

 Spoilage comes from the action of bacteria, yeast and molds on food, and from chemical changed
within the food. The spoiled food can cause illness when eaten. Chilling or freezing slows down
chemical change and inhibits bacterial growth but does not kill it.

 Never use food that is off odor, off color, flavored or feel. If you feel that the food is spoiled it is
best to throw it away.

 MY LAST LOOK IS MY GUEST’S FIRST LOOK PRINCIPLE

o This exercise entails having to let the students stand up and practice and imagine that
they are in the restaurant. Practice on restaurant status awareness and keeping eyes on the
tables and guest’s at all times.

 WHAT IS SPRING CLEANING?

o Spring cleaning is when a general cleaning of all areas is done.

o Where thorough and deep cleaning of all equipment is done.
o Normally done every 4-6 months however in large properties this may be done every (3)
months to ensure that all the furniture, fixtures and all equipment are maintained to the
highest levels of operations standards at all times.

Equipment Knowledge

 CHINAWARE, GLASSWARE, FLATWARE, HOLLOWARE, FURNITURE, FIXTURE

AND EQUIPMENT – Actual demonstrations with sizes and types inclusive of uses of each.
 CHINAWARE SET-UP

1. Get a tray
o Proceed to side station
o With your right hand lift the tray by holding it’s rim
o Place the tray on your left open palm. Ensure tray has a clean white under liner

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 o Pick up bread & butter plate and B/B knife with the right hand. B/B knife to be clean

2. Set B/B plate and knife

o Approach the guest on the left side
o Place B/B plate ¼ inch from the left side of dinner fork and ½ -1 inch above the edge of
the table. Plate is on right distance
o Place the B/B knife on the right edge of the B/B/ plate with the blade towards the left
direction. Set sauce parallel or aligned to the tip of the small knife

3. Set coffee cup and saucer with

o Approach the guest from the right side
o Place the coffee cup & saucer on the upper right hand with exactly the same dimension as
of the B/B plate
o Set teaspoon on the saucer on the upper right hand with exactly the same dimension as of
the B/B plate.
o Set the teaspoon on the saucer at the back of the cup with the handle facing straight right.
Teaspoon to be clean. – on top of the fork

4. Finger Bowl
o Approach the guest on the left hand side
o Place finger bowl ½ inch above the dinner fork. Ensure it is clean

5. Set Waste plate

o Approach guest on the left hand side
o Place finger bowl ½ inch above the dinner fork and above the B/B plate when the finger
bowl is showed in its course.

6. Sauce Boat
o Approach the guest from the left side
o Place sauce boat ½ inch above the dinner fork positioning the teaspoon/sauce boat handle
facing straight right. Ensure it is clean

7. Sauce/Waste plate
o Approach the guest from the left side
o Place sauce boat ½ inch above the dinner fork, positioning the teaspoon and sauce boat
handle facing straight right. Ensure it is clean.
o Then place waste plate above the B/B plate on the left of the sauce boat. Ensure waste
plate is clean.

 BASIC TABLE SETTING

o Get a tray
o Proceed to side station
o Get a tray with your right hand. Put it on the open palm of the left hand
o Ensure that tray is clean and under-liner is clean and well pressed
o Pick-up flatware and chinaware - place on a tray
o Open the drawer with your right hand, then pick-up the bread plate and cutlery with your
forefinger and thumb

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 o Ensure that equipments are clean, free from water stains and chips
o Place the bread and butter plate on the side of a tray with the tray resting on your wrist
o Place cutleries to be set on the right of the cover on the right side of the tray and
cutlery to be set on the left of the cover hand of the tray
o Ensure that equipment are placed neatly and as per respective groups, heavy items on the
centre of the tray
o Proceed to table. Carry tray at a right angle with the right hand placed at the right side of
the body, displaying warm positive body language.
o Ensure not to sway / swing tray around
o Set table on the right side
o Approach guest from the right side. Ensure to be unobtrusive
o Take one step forward in between chairs bending slightly
o Tray should not touch guest
o With your right hand, place dinner knife on the right hand side about ½ inch above the
edge of the table
o Ensure to hold cutleries by the handle, knife is aligned, blade facing left
o Place soup spoon ½ inch from the right side of the dinner knife
o Hold cutlery by the handle at the side (by the curve)
o Place small knife ½ inch from the right side of the soup spoon
o Set cutlery moving inwards
o Set table on the left side
o Approach guest from the left side
o Take one step with your right foot forward in between chairs bending slightly
o Ensure to be unobtrusive, avoid hitting guest with the tray
o With your right hand pick-up dinner fork and place it on the left side about ½ inch
above the edge of the table
o Place small fork on the left side of the dinner fork
o Obtain dessert setting
o Place dessert spoon one inch above the show plate with the handle toward the right
o Ensure cutlery is clean
o Place dessert fork ½ inch above the dessert spoon with the handle towards the left
o Ensure that cutlery is clean
o Set napkin
o Place napkin at the corner of the show plate
o Ensure that napkin is clean, free from stains and well pressed
o Obtain bread and butter plate
o Place the bread and butter plate ½ inch from the left side of the small fork and ½ inch
above the edge of the table.
o Ensure that bread and butter plate is clean and free from any form of damage
o Obtain bread and butter knife
o Place bread and butter knife on the right side edge of bread and butter plate with the
blade pointing on west direction
o Ensure that bread and butter plate is clean and properly aligned.

 SETTING DESSERT FLATWARE

o Obtain tray
o With your right hand, lift the tray by holding its rim
o Tray is clean, Tray has white cloth under liner
o Place the tray on top of open-palmed left hand

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 o Obtain dessert form (Cake order)
o With your right hand, pick-up form by the handle and place on top of tray
o Ensure cutlery is clean and well polished
o Set the table
o Approach guest from right hand side
o Take one step forward in between chairs with your right foot bending slightly
o With your right hand, pick-up form from tray and place on the right side about ½ inch
above the edge of the table
o Obtain dessert spoon and fork
o Repeat steps 1 and 2
o With right hand, pick-up dessert spoon
o Approach guest from right hand side
o Place spoon on the right side about ½ inch above the edge of the table
o Approach guest from left hand side
o Place fork on the left side ½ inch above the edge of the table
o Obtain dessert knife and dessert fork
o Repeat steps 1 and 2
o With right hand, pick-up dessert knife
o Approach guest from right hand side
o Place knife on the right side ½ inch above the edge of the table
o Dessert fork should be aligned to dessert knife
o Approach guest from the left hand side
o Place fork on the left side ½ inch above the edge of the table

 EQUIPMENT INVENTORY

o General discussion and acetate of inventory form. Actual role play on filling up of
equipment inventory. (Possibly schedule students to assist in 5-star hotel inventory).

o Restaurant forms – Acetate and explain how to fill up forms

 Captain Order Form

 Requisition
 F&B Supplies – Acetate sheet
 Spoilage, Breakage report form
 Incident report form
 Guest Check, How to read and present with Bill folder
 Reservations Logbook
 Banquet Event order
 Banquet amendment form
 Code of Discipline – HRD to discuss with the class

 RESTAURANT RESERVATION BOOK

o Each outlet has a reservation book
o The book must show:

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  Guest Name (in block letters)
 Number of guests
 Room number
 Time
 Table Number
 Remarks
 Taking reservation
 The hostess must make sure she gets the name of the guest right
 She should repeat the name and time of reservation
 She thanks the guest for his reservation and tells him “Thank you for your
reservation Mr. ___, we look forward to seeing you later”

 RESTAURANT LOG BOOK

o Each outlet has a log book

o The book must show
o Number of covers for
 Breakfast
 Lunch
 Dinner
 Snacks
 Total
 Sales for each meal period
 Average Check / meal period
 Daily specials sold
 Details of briefing to staff
 Goal of the day
 Unavailable food items
 Problems / Guest’s comments
 Manager’s comments
 Names of absent/sick staff
 Training conducted
 Log books are brought to F & B Office daily
 Log books must be with the secretary every morning before 9:00 am for
reviewing comments
 They must be collected before morning briefings to inform staff of comments.

PREPARED BY: MACKY AMORES

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