Chapter 6

CHAPTER 6
6.1 Taking booking

6.2 Preparation for service
6.3 The order of service (table service)
6.4 Taking customer food and beverage orders
6.5 Service of food
6.6 Service of alcoholic beverages
6.7 Service of non-alcoholic beverages
6.8 Clearing during service
6.9 Clearing following service
May be taken by:

Post
Email
Internet
Telephone
In person
Booking a table the first contact between the

potential customer and the establishment.
Food & Beverage Service I (HTH138), Faculty of Hotel & Tourism Management (UiTM Terengganu)
Most establishments use some form of

booking sheet, either manual or electronic.
If party bookings require special menus, the
booking should be referred to the supervisor.
Procedure similar to event booking will then
be adopted.
Taking a booking by telephone

When the telephone rings, lift the receiver and say: Good morning
(state the name of the establishment). May I help you?
If the customer is making the booking in person then say Good
morning Sir/Madam, how may I help you?
When taking a booking the essential information required is a s
follows:
The customers name

The day and date the booking required
The number of covers
The time the booking is required
Any special requests.
When received the information from the prospective customer it is

advisable to repeat all the details
If a cancellation is being received then again
confirm the cancellation with the customer by

repeating the request over the phone.
At the end of a telephone call for a booking one
should say: Thank you for your booking, we shall
look forward to seeing you.
ORDER OF WORKING
A suggested order of work might be as follows:
Dusting
Stacking chairs on tables
Vacuuming
Polishing
Arrange tables and chairs according to the table plan
Linen
Accompaniments
Hotplate
Stillroom
Sideboards/workstations
Silver cleaning
Other duties such as preparing trolleys
1) Supervisor duties
Duties might include:
check the booking diary for reservation
make out the seating plan for the day and allocate
customers accordingly
make out a plan of the various stations and show where
the staff will be working
go over the menu with menu with staff immediately
before service is due to commence
check that all duties on the duty rota are covered and that
a full team of staff is present.
2)Housekeeping duties
Housekeeping duties include the reception
area and may involve the following:
Every day, vacuum the carpet and brush surround
Clean and polish doors and glass
Empty waste bins and ashtrays
Each day, line up tables and chairs for laying up.
Laying the tablecloth
Before laying the tablecloth the table and chairs

should be in their correct position.
The table top should be clean and the table level,
with care being taken to ensure that it does not
wobble.
The correct size of tablecloth should be collected.
The name of the folded is known as screen fold.
The waiter should stand between the legs of the
table while the tablecloth is being-laid.
The screen fold should be opened out across the
table in front of the waiter.
The simpler folds are used in everyday service.

Some more complex and difficult folds any only
be used on special occasions.
There are 3 main reasons why the simple folds
are better than the more complex ones.
The napkin, if folded correctly, can look good and
add to the general appearance of the room.
2. A simpler fold more hygienic as the more complex
fold involves greater handling to complete.
3. The complex fold takes much more time to complete
than a simple fold.
1.
Examples of napkin folding
Definition of cover
A place setting at a table for one guest, laid
according to the type of meal and service
being offered
The number of guest to attend the functions
Follows the principle that the cutlery for each course will be laid just before
each course is served.
The cutlery required by the customer for the dishes he or she has chosen will
be laid course by course.
The traditional cover is follows:

Fish plate
Fish knife
Fish fork
Side plate
Side knife
Napkin
Water glass
Wine glass
Follows the principle that the cutlery for the whole meal will be
laid before the first course is served.
The traditional cover is as follows:
Joint knife
Fish knife
Soup spoon
Joint fork
Fish fork
Sweet fork
Sweet spoon
Side plate
Side knife
Napkin
Water glass
Water glass
Food and beverage service staff should be on duty

with sufficient time before the service.
It is due to commence in order to:
Check the sideboards/workstations have all the equipment
necessary for service

Check the table are laid correctly
Check the menu and have the full understanding of the
dishes, method of cooking, garnishing, the correct covers,
accompaniments and mode of service
Ascertain the allocation of stations/work areas and other
duties.
Enable the headwaiter/supervisor to check that all staff
are dressed correctly.
Method
Triplicate
Description
Order is taken;
> top copy goes to the supply point
> second copy is sent to the cashier for billing
> third copy is retained by the server for reference
Duplicate
Order is taken;
> top copy goes to the supply point
> second copy is retained for service and billing purpose
Service with order
Order is taken;
> customer is served and payment received according to that order
> example: bar service and takeaway methods

Pre-ordered
Individual
> example: room service breakfast
Hospital tray system
Event
An efficient system must operate here to

ensure that:
The correct wine and other drinks are served at
the right table

The service rendered is charged to the correct bill
A record is kept of all wine and other drinks issued
from the bar
Management is able to assess sales over a
financial period and make comparisons.
Staff need to be aware of:
The availability and choice of childrens meals

What the childrens meal consist of
Portion size, for example is the number of sausages
The cost per head
The need to make a special note of any specific requests,
for example is no baked beans
The need to serve young/small children first
The important of not overfilling, cups, bowls or glassess
The need to always ensure childrens plates are warm than
hot
Providing children with the establishment give aways.
Where applicable, when taking the order,

face the customer sot hey see you full face.
Speak normally but distinctly.
Keep descriptions to a minimum.
Indicate precisely any modifiers that are
available with a specific dish.
Read back the order given for confirmation.
In table and assisted service the general

convention is to serve all food items from the
left and to clear from the right.
With increase in plated service, it has become
common to serve plated foods from the right.
All beverages are served from the right.
The sauce should be presented in a sauceboat

on an underplates, with sauce ladle.
A ladleful of sauce should be lifted clear of
the sauceboat.
The underside of the sauce ladle should the
be run over the edge of the sauceboat.
The sauce should be napped over the portion
of meat already served or at the side of the
meat.
Service of Apritif
Drink that served prior to a meal in order to
stimulate the appetite.
It maybe offered at the table once customers
have been seated or may be offered in the
lounge/reception area.
Drink
Bailey
Campari
Dark rum
Aerated water
Wine
White rum
Service
Either chilled with crushed ice as frapp
Soda water or lemonade together with ice and a slice of orange
Lemonade or cola with ice and slice of lemon/lime or with blackcurrant and no ice
Properly served with ice and slices of lemon/lime or orange. Sometimes served
with cordials
By the glass and sometimes, for white wines, with soda water or sparkling or
sparkling mineral water or lemonade
Natural with ice or with cola, ice and a slice of lemon/lime
Cocktails should always be served well chilled

in an appropriately sized glass with the
correct garnish, straw and umbrella.
The key consideration is should be the total
presentation of the cocktail a seen visually by
the customer.
Seven (7) keys aspects to be taken when serving wine

The wine waiter (sommelier) must be able to describe the
wines and their characteristics honestly.

Always serve the wine before the food.
Serve wine at the correct temperature.
Treat wine with respect and demonstrate a high level of
technical skill, supported by the use of high quality service
equipment.
When pouring wine, the neck of the bottle should be over
the glass but not resting on the rim.
Do not overfill glasses.
Avoid unnecessary topping up.
Type of wine
Red wines
White wines
Dessert wines
Champagne
Sparkling white wines
Serving temperature
Celsius ( C) Farenhait ( F)
15.5 - 18C
60 - 65F
12.5 15.5C
55 - 60F
4.5 - 10C
40 - 50F
Beer should be served at a temperature of 12.5

15.5C (55 - 60F).
The main types of beer glass are:
Half pint/pint tankards draught beer

Pint tumblers draught beer
Tumblers any bottled beer
Short-stemmed 34.08 cl (12 fl oz) beer glass
Bass/Worthington/Guinness
Lager glass lager
Paris goblets brown/pale/strong ales
Liqueurs (sweetened and flavored spirits) are

generally offered from a liqueur trolley at the
table.
The wine butler should present the trolley
immediately the sweet course is finished.
The wine butler must have a good knowledge
of liqueurs, bases and flavors and their
correct mode of service.
Basic Equipment
Required On The
Liqueur Trolley
Assorted liqueurs
Assorted glassess
liqueur/brandy/port
Teaspoons
Drinking straws
(short stemmed)
Draining stand
25 and 50 ml
measures
Server salver
Jug of double cream
Non alcoholic bar beverages are

categorized into five (5) main groups:
Aerated waters
Natural spring water/mineral waters
Squashes
Juices
Syrups
TRAY SERVICE
THE FOLLOWING EQUIPMENT IS REQUIRED FOR

THE TRAY SERVICE OF COFFEE OR TEA:
Coffee tray
Tray o salver
Tray cloth/napkin
Teacup and saucer
Teaspoon
Sugar basin and tongs or
teaspoon
Coffee pot
Jug of cream or hot milk
Stand for the coffee pot and hot
milk jug
Tea tray
Tray or slaver
Tray cloth/napkin
Teapot
Tea strainer
Stands for teapot and hot
water jug
Hot water jug
Jug of cold milk
Sugar basin and tongs
Teacup and saucer
teaspoon
The ability to clear correctly ensures:

Speed and efficiency around the table.
Avoids the possibility of accidents

Creates minimum inconvenience to customers
Allows dirties to be stacked neatly and correctly
on the sideboard.
THE END
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Chapter 6 - The Service Sequence (Table Service)

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6.1 Taking booking

May be taken by:

Booking a table the first contact between the

Most establishments use some form of

Taking a booking by telephone

The customers name

When received the information from the prospective customer it is

If a cancellation is being received then again

confirm the cancellation with the customer by

Laying the tablecloth

Before laying the tablecloth the table and chairs

The simpler folds are used in everyday service.

Examples of napkin folding

The number of guest to attend the functions

The traditional cover is follows:

Food and beverage service staff should be on duty

Check the sideboards/workstations have all the equipment

necessary for service

Service with order

> example: bar service and takeaway methods

An efficient system must operate here to

the right table

Staff need to be aware of:

The availability and choice of childrens meals

Where applicable, when taking the order,

In table and assisted service the general

The sauce should be presented in a sauceboat

Soda water or lemonade together with ice and a slice of orange

Cocktails should always be served well chilled

Seven (7) keys aspects to be taken when serving wine

wines and their characteristics honestly.

Beer should be served at a temperature of 12.5

Half pint/pint tankards draught beer

Liqueurs (sweetened and flavored spirits) are

Non alcoholic bar beverages are

THE FOLLOWING EQUIPMENT IS REQUIRED FOR

The ability to clear correctly ensures:

Avoids the possibility of accidents

Allows dirties to be stacked neatly and correctly

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