DELMA B.

ORTEGA MAED
HOSPITALITY MANAGEMENT INSTRUCTOR
 Hospitality – the most diverse but specialized
industry in the world.
- The largest business industry
- employing millions of people in a bewildering
array of jobs around the globe
- Very glamorous
- Sophisticated
- Variety of opportunities is endless
 The father of the modern restaurant – who sold
soups at his all-night tavern on the Rue Bailleul.
 He called these soups “restorantes” meaning
(restoratives) which is the origin of the word
restaurant.
 Restaurer is a French word means to restore. It
appeared in 16th century meaning “a food that
restores”
 In 1767 he challenged the TRAITEURS monopoly
by creating a soup of sheep’s feet in a white
sauce.
 Le Champ d’Oiseau where he prepared succulent
foods and well prepared dishes for hungry
patrons
 1782- the Grand Tavern de
Londres –a true restaurant
 1826- Union Oyster House in
Boston
 J Williard Marriott was one of the
earliest in flight caterers
 Salad bars first appeared in the
late 1960’s – to keep customers
busy and happy until the real food
come
Establishment Developer/pioneer Years opened
-A&W Roy Allen and Frank 1919
Wright
Dairy Queen Thomas Carvel 1934
Mc. Donald’s Mo and Dick 1940
Taco Bell McDonald 1962
KFC Glen Bell 1930
Burger King Harland Sanders 1955
David Edgerton and
Pizza Hut James McLamore 1958
Dunkin’ Donuts Dan and Frank Carney 1950
TGI Friday’s William Rosenburg 1965
Wendy’s Allan Stillman 1969
Red Lobster Dave Thomas 1968
Bill Darden
 Tony Tan Caktiong – owner of Jollibee in
1975 but before that an owner of Magnolia
Ice Cream Parlor from Bangkerohan Davao
City
- More than 1,665 worldwide stores with a total
sales of more than US$1Billion.
- With its success the company bought out
other competitors in the fast food business in
the Philippines like Chowking, Greenwich
Pizza, Red Ribbon, and Manong Pepe’s
 1999 – Congo Grill – owned by Kenneth Sytin
and his brothers. In a month they have at
least 13,000 customers and was dubbed “ the
fastest growing grill in town”
 Maximo Gimenez – a Stanford University
educated teacher – a few came to his nearby
house for a drink or two, until they insisted
that they pay their drinks and that’s how it
started of what Max’s Restaurant today.
 1997 Valentines Day – Gerry’s Grill was
opened owned by Gerry Apolinario. He
enjoyed eating with friends and relatives and
dreamed that someday he will own a
restaurant. Their best seller is “sisig”. They
have branches all over Luzon, Visayas, and
Mindanao.
 1991- Dencio’s – owned by Dennis Nakpil
and Dennis Mariano Jr. . Their principle was
“bringing the BARRIO into the Metropolis”.
Dencio is the Philippine variant of Dennis, the
name of two founders.
1. Primary Catering Facilities – these type of
establishments are primarily concerned with
the provision of food and beverage services
and its main purpose for existence is to offer
food and beverage.
Types of Primary Catering Facilities
a. Hotels – its main purpose is to provide
accommodation but there’s a need for the
provision of food and beverage to guests.
b. Restaurants – this establishment is devoted
to serving only food and beverage although
other concepts have also been introduced in the
business itself.
1. Coffee shop – they offer coffee, snacks,
and other light meals.
2. fast food restaurants – also called quick
service restaurants, it caters to people on the
go (or working) requiring fast, economical and
portable foods.
 3. casual dining restaurants – also called
bistros, appearance and atmosphere provide an
environment for casual dining where foods are
served with waited table service.
4. Bars and Pubs – these establishments are
geared to provide service of all types of alcohol
with an emphasis on draught beer and good
music.
5. fine dining restaurants – this type of
establishment require highly skilled employees
for the superb service they offer, gearing up on
ambiance service and excellent food service.
c. Outdoor catering – also called off-premise
catering, this means catering to a large number
of people at a venue of their choice, usually not
within the establishment’s premises.

2. Secondary catering facilities – the provision

of food and beverages is part of another
business , so basically this is an allied or
support system of the business itself
1. Club catering – this refers to the provision of food
and beverages to a restricted clientele (club
members)
2. Transport catering – refers to the provision of food
and beverages to passengers before, during and
after a journey on different transport vehicles
a. Airline catering – caters to airline passengers on
flight
b. railway catering - caters to railway passengers on
train
c. Ship catering – caters to passengers travelling on
sea
d. Surface catering – caters to passengers travelling by
surface transport such as buses and private vehicles.
3. Welfare catering – provision of food and
beverages to people to fulfil a social need,
determined by a recognized authority
4. Industrial catering – provision of food and
beverages to people at work, in industries and
factories at highly subsidized rates
5. Leisure-linked catering – it caters to people
on the go (or working) requiring fast,
economical and portable foods.
The restaurant operates with different positions
1. Food and beverage manager – is responsible
for the success of the food and beverage
operations.
- Compile the menus to make sure that the
required profit margins are achieved,
purchasing food and beverage items and staff
recruitment and training.
- He/she ensures that the quality is in relation
to the price paid is maintained
2. Restaurant manager
- responsible for the overall organization of
the administration of food and beverage service
areas.
- Must coordinate with a variety of activities,
whatever the size or type of the outlet.
- Responsible for the business performance of
their restaurant, as well as maintaining high
standards of food, service, and health and
safety.
3. Head waiter/Supervisor
– responsible for all the service staff in the
restaurant and for seeing that all the
preparation, service and clearing is efficiently
carried out.
- he/she may be responsible for taking
reservations and for treating and seating
guests.
- He/she controls that each crew member
handles working material and equipment
carefully and gives instructions whenever
necessary.
4. Station/Captain waiter
– responsible for the service of the station or
group of tables
- he/she takes the orders and carries out the
service table of the station
- assisted in large establishment by less
experienced and less knowledgeable staff
5. Waiter – perform the duties such as plates
service of dishes and the service of sauces.

6. commis/trainee – the assistant of the waiter

in serving the guest also in fetching and
carrying items as required

7. Wine waiter – responsible for the service of

all alcoholic drinks to the tables, and must have
a thorough knowledge of the wines to offer to
guests.
8. Receptionist – responsible to welcome and
great the customer at the entrance and escorts
them to their table

9. Bartender – prepares/services beverages

according to prescribed standards

10. Barista – responsible for the service of

coffee.
1. Busser – responsible for the following:

a. Set up the station

b. Water, tea and coffee service
c. Bread and butter service
d. Clearing of soiled dishes, glassware and
flatware from the tables
e. Resetting the tables.
Duties and responsibilities
1. Clean, wipe and stock the side stand before
service with all supplies needed by the team during
service.
2. Steam, clean and wipe silverware for the team
3. Arrange the tables in a proper position in station,
arrange chairs in proper position and 24 inches
from the edge of the tables
4. Ensure the prompt, courteous service of all
guests
5. Serve ice water to guests on request
6. Refill low or empty water glasses automatically
without the guest request
7. Bus dirty tables, using the right hand and
stacking the dishes on the left hand
8. Clear and reset tables as guest leaves
9. Crumb tables as required between tables.
2. Server – are sales representatives,
responsible for the complete service of food
and beverage, clearing to all guest needs.

Their job consists of 3 major aspects:

a. Represent the operation to the public

b. Sell food and beverages and a pleasant
dining experience to the guests
c. Deliver what they promised (service skills)
1. Serve and clear food and beverages quietly
and professionally in a timely manner, and
using proper serving and clearing
techniques.
2. Ensure the setting of proper silverware
before the arrival of the food item.
3. Enter food orders into the electronic point of
sale terminal and communicate special
orders in person to the kitchen
4. Obtain drinks (front server) and food (back
server), assisting other members of the team
5. Maintain good grooming and personal
hygiene
6. communicate, cooperate, and coordinate
actions with the team members and all other
members of the front and back of the house to
ensure professional customer service
7. Check for personal supplies:
- Corkscrew
- Retractable ballpoint pens
- Table crumber
- Note pad
- Dupe pad
3. Captain – leader of the team, ensuring that
the guests receive proper service, enjoy their
meal and want to return.

Duties and Responsibilities

1. The captain must be personable, be a people
person, and be able to “read guests minds” –
being at the table before they even wave their
hands to get attention.
2. The captain must know the menu in detail –
the ingredients preparation, sauces, and
garnishes so as to answer all questions and sell
the food better to guests.
3. The suggestive selling of items such as
specials, wines, liquors, and desserts is a prime
responsibility of the captain, increasing both
the average checks and tips.
4. Ensure an orderly and staggered seating of
the stations so the team can properly serve all
customers
Professionalism is a quality that is projected in
terms of:
1. Physical projection – appearance, poise,
posture and body language.
Things to do:
- Greet the guest by the hour of the day
- Smile
- Be polite
- Be courteous
- be friendly
2. Verbal projection – quality of speech,
diplomacy and tact in the words and expression
used, including tone, volume and non-verbal
projections
Things to do:
- Speak with clarity
- Maintain conversational tone and volume
- Observe right speed not too fast and not too
slow
- Make it a habit to use the magic words like
“may I”, “do you mind”, “please”, “my apology”
- be honest and accurate in giving information.
Do not bluff
3. Conduct and behavior – practice of basic
courtesy, tolerance for difficult guests and
customers, compliance to service standards.
SPECIFICALLY A WAITER/FOOD SERVER SHOULD
CONSIDER THE FOLLOWING:
1. DRESS
2. GROOMING
3. PERSONAL HYGIENE
4. ETIQUETTE
5. CUSTOMER SATISFACTION
Unpleasant habits
- Yawning
- Grouping
- Mannerisms like nail biting, cross arms, and lip biting
- Using sign language with unwanted facial expressions
- Shouting, giggling and horse playing
- Daydreaming
- Putting hands on pockets
- Leaning on walls, tables and chairs
- Staring look
- Chewing gum
- Demand for tip
- Counting tip in front of the customers
- Bluffing customers
- Reading newspapers and magazines
- Use of rude and insulting language
- Leaving one’s station longer than necessary
Hygiene – means practices that promote
personal cleanliness and good health.
Grooming – means the process of making your
appearance neat and attractive.
CONSIDER THE FOLLOWING:
1. Water – clean water is one of the most
important aspects in food industry because
it is frequently used not only with the food
but also in other components
2. Clean surroundings
3. Sanitation supervisor
4. Proper food handling

5. Waste disposal

6. cleanliness, orderliness, and health of

workers in the food service.

7. Uniform or clothes of the workers

8. Personal hygiene of the staff