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 EMA EMITS COLLEGE PHILIPPINES
(Formerly: Eastern Mindoro Institute of Technology & Sciences)
Del Pilar St.; Pinamalayan, Oriental Mindoro
Telefax No. (043) 284-3974

Welcome Guests and Take Food and Beverage Orders

Take Food and Bevrage Service
Telefax No. (043) 284-3974
NAME:____________________________________________________ COURSED&SECTION:______________________

Hi! I’m Ma’am Lealyn  and I’m going to guide you in your journey to this module.

After going to this module, you are expected to:

• identify the necessary table appointments appropriate to menu

choice;
• identify the communication techniques from dining to kitchen
area;
• identify the food-related special requests of guests based on
dietary or cultural requirements and others; and
• demonstrate the proper handling of tray.

Adjust settings / covers to reflect menu items selected

Introduction

Upon receipt of the order and transfer of copy to the kitchen, either manually or electronically, all
appropriate modifications to the cover shall be made by the service staff. It is now time to change the setting
with certain items of cutlery, glassware and service ware according on the dishes and drinks they ordered.

Adjusting cutlery
Always remember that cutlery should be carried to and from the table on a clothed service plate. Cutlery
may only be carried in the hand if it is an establishment requirement.

It is mandatory that all covers be changed before any items in the menu shall be given to the table. Thus,
many institutions, however, require that dessert cutlery shall be changed only after the guests have completed its
main course. Few basic conditions of the establishments set that covers are not adjusted at all. If the guest
doesn’t order a certain course, the cutlery stays on the cover until the table is cleared.

Your copy of the order for the table provides the basis for determining what needs to be adjusted for each diner.

Adjusting the cover may mean you have to:

• Remove cutlery for courses that have not been ordered
• Exchange cutlery where necessary such as swapping the main course knife for a steak knife where steak
has been ordered and swapping the main course gear for fish gear where fish has been ordered
 • Add cutlery for dishes that have been ordered where no suitable cutlery has been set. For example, if the
cover did not include a soup spoon and the guest ordered soup, there would be a need to adjust the cover
by adding a soup spoon.

Adjusting glassware
Most table set-ups will include standard wine glasses, with many establishments also setting water glasses.
Where the guests order certain drinks and the correct glassware is not already set this will require you to:
• Remove the glassware that is not needed  Replace it with the appropriate glasses.
• It is standard industry practice that all glasses be removed from a table, and carried to a table on a tray.
• Glasses should be removed and set/re-set from the guest’s right-hand side.

Practical examples of the need to adjust glasses may include:

• Removing all wine glasses where guests elect not to order any bottles of wine
• Removing the white wine glass that was set and replacing it with a larger red wine glass if the guest
orders red wine
• Adding a red wine glass if only a white wine glass was set and the table has ordered both red and white
wine
• Removing the set glasses and replacing them with champagne flutes where a sparkling wine is ordered.

Adjusting service wear

Depending on the dishes ordered and the style of service being used, there can be a need to provide
various items of service ware to individual tables.

Service ware may need to be provided as follows:

• Where the service style presents, for example, the vegetables to the entire table, as opposed to plating
vegetables onto individual guest plates in the
kitchen, there will be a need to use service platters;

• Where customers order sauces or gravy there may be a need to provide sauce boats;
• Where the guest has brought in their own cake or arranged for the venue to supply one, there may be a
need to use a cake stand;
• Where guests order snails there will be a need to provide snail forks and tongs;
• Where guests order lobster there may be a need to provide lobster picks and crackers;
• Where a soup is served to the entire table, a soup tureen may be required.

Process for adjusting settings

The process requires you to:

• Identify what needs to be removed from each cover;
• Identify what needs to be added to each cover;
• Obtain the necessary items, which should be stored in your waiter’s station;
• Load them onto a clothed service plate ready for carrying to the table;
• Carry the clothed plate with all the required items to the table;
• On arrival at the table, begin adjusting the items by starting at the Number One guest, working
clockwise around the table. change the knife first, then the fork, and don’t forget to place the cutlery
down on the table so that it is parallel with all others;
• The knives should be removed or replaced from the right-hand side of the guest, and the forks from their
left-hand side. Never place cutlery by leaning across in front of a guest. Always handle cutlery by the
handles.

The basic process for adjusting covers are as follow;

 • Use the food order as a guide to collect the cutlery and service equipment required by each guest. To be
able to do this, you should be familiar with how all the menu items are presented so that adjustment to
the cover can be made correctly;
• Check service equipment (including crockery and glassware) for chips , marks, spills and drips;
• Place cutlery items on a folded napkin in a small tray. This deadens the noise and makes the presentation
of cutlery look more professional;
• Cutlery should never be handled by the eating end and should be placed in the same order as it is to be
used, i.e. from the outside working in towards the center of the cover;
• Stand between each customer and adjust the cutlery nearest to you. Never reach across the front of a
customer to adjust the cover.
• Removed unnecessary cutlery from the table and place it on your service tray;
• Place any special service equipment, like pepper mills or lobster picks on the table at this stage. This is
also the time to bring any special condiments that are served with any of the meals ordered;
• While adjusting the covers of each guest, the waiter should at the time be monitoring kitchen service
points to ensure prompt pick up of food items. When kitchen staff prompt that the food is ready, there
are several things that must be checked:
1. Food must be well presented; its quality must meet the restaurant’s standards.
2. Food must be served at the correct temperature.
3. Food must be served exactly as the guest ordered.

Whether in restaurants, shopping malls and other establishments, you will see signage with meanings. Why?
Because it is a form of communication.

In a restaurant setting, communication is critical in providing a link or a liaise between kitchen and service
areas.

In the food industry, coordination between the

kitchen and the dining is vital, especially during
busy periods when there is a large demand for a
certain menu item that may cause a longer time to
prepare. It is the duty of the food attendant to advise
the guest of the specific amount of time that food
will be prepared.

Fig. 1

Information from Service Areas to Kitchen

Information which may need to be relayed from wait staff to the kitchen can include:

1. General Food Orders – as given by guests to waiters. The information may include:
a. Table Number
b. Number of customers (“pax”)
c. Dishes ordered
d. Name of staff – or your name

2. Specific guest requests for general orders which can relate to:
a. Timing requirements for overall meal, for certain courses, for definite individuals, for
coordination of service (with other tables in the same group and with beverage
service, speeches, dancing and other activities which may be part of the dining
experience)
b. Special requests for dietary / health needs cultural requirements, religious issues and
personal preferences.
 3. Additional or side orders for the table or individual guests:
a. Rice
b. Chips
c. Salads
d. Bread Rolls

4. Other matters like:

a. Details of complains made by guests so kitchen are aware of the problems as they
relate to certain foods/dishes.
b. Questions about how long food for a certain table will be served.
c. Questions from guests about menu items asking about the commodities or ingredients
used in dishes

Information from Kitchen to Service Points

Information which may need to be relayed from chefs / cooks can include:

1. Advice regarding timing of meals such as delays to service.

2. Notification regarding availability of food such as “Only 2 serves of cheeseburger left” or
“the spaghetti has run out”.
3. Request for action – “Push the soup” or “try to sell the spring rolls”.
4. Clarification of orders placed to interpret written or verbal orders, so kitchen knows exactly
what is required.
5. Responses to questions asked by guests.
6. Requests for crockery and cutlery to be returned.

Appropriate Communication Technique

The following are techniques which you can use to help ensure proper and efficient communication
occurs when relaying an information:

1. Using the most suitable way of communication. This is usually verbal in a face-to-face
setting (telephone may also be used in some cases) but may be a sign language or a hand-
written note or a food order
2. Writing clearly. When producing written communication, make sure it is obvious enough for
others to read and to interpret.
3. Using open and closed questions to gain required information about the topics called about.
4. Paying attention and concentrating on what others are saying.
5. Not interrupting the other person and instead allowing them to finish what they are saying.
6. Asking questions to clarify information and directions you are unsure of.
7. Not trying to guess what the other person will say or infer what they will say based on their
first few words.
8. Being concise. This means giving only the required information and avoiding redundant
words and unnecessary information.
9. Using appropriate language. It means using simple words, choosing your words carefully and
avoiding complexity in words used and the phrasing.

Kitchen Tips When Relaying an Order

When delivering an order form the wait staff or servers to the kitchen, details about any special
orders must be passed on to the appropriate person quickly and clearly. To achieve this, you need to
make sure you:
 1. Have their full attention when relaying the order. You may say “ordering chef” or “order in”
when placing the order.
2. Point out the unique request on the actual docket. It is a standard practice in establishments
using a manual ordering system for special requests to be circled on the docket to highlight
them.
3. Verbally describe what is needed clearly and accurately. A response should be heard from
the chef to make sure they acknowledge your order. If there is no response, repeat the order.

Tips on Relaying Information to Waiting Staff

Generally, the following should be observed when providing information to the wait staff:
1. Never interrupt a waiter when he is talking to the guests.
2. Never interrupt a staff when he is taking an order or serving.
3. Talk to waiter away from guests so only the waiter can hear what is said.
4. Use hand signals if possible, to provide the short and noticeable communications.
5. Keep communication brief but accurate.
6. Try to give some staff options where possible. For example, if one dish is unavailable,
provide them with alternatives to offer or suggest to the guests).

Taking and Placing Food Orders

Orders may be transmitted to the kitchen verbally, but it is still better
to do it in writing to ensure quality service. Since orders have already
been written by the waiter, it is just a matter of submitting a copy of
the order slip to the kitchen. The following are the four main types of
docket system used in most hotel, restaurant and catering
establishments:

Fig. 2

1. Triplicate Docket System. This is a traditional manual system that is often used in medium to
large-sized hotels and restaurants. Food and drinks orders must be clearly written in the same
language as the menu to avoid misunderstandings. Only agreed abbreviations must be used.
It contains
• Table Number
• Number of cover (pax count)
• Date
• Waiter’s signature or name

2. Duplicate Docket System. This is often used in small, informal

restaurants. This system uses only two copies of a docket. It is
normally used in establishments offering a limited menu and
might be reprinted. It may also make use of perforated strips,
each one for a different course. The waiter tears off the strip and
sends it to the kitchen as required. The docket should contain the
following information:
Fig. 3
• Serial number of docket pad
• Waiter’s code number identification
• Table number
• Time the order is placed
• Date
 3. Electronic Billing Machines. This is used in some establishments where the waiter, rather
than the cashier prepares the bill with speed and accuracy. This is how to use an electronic
billing machine:
• Place the waiter’s key into the correct locking position.
• Place the docket in the machine.
• Press buttons to price the dishes concerned.
• Press the food / beverage button to show that
Fig. 4 the
money was received.
• Press identity key.
• The docket will now print out.
4. Computerized Systems. This is used in large establishments
and chain restaurants. Here, orders are entered by waiters at
one or more terminals situated on the floor.

• Point of Sale (POS) System – in most food

establishments, POS system is used to replace the
traditional or manual way of
taking and processing orders. Fig. 5

The POS has the following capabilities:

• Act as cash register as well as a computer. It consists of multiple stations, including
credit cards terminals, receipt printers, and display screens.
• Calculate every cash due for every order entered.
• Record the method of payment.
• Keep track of the cash in the cash drawer.
• Create hourly and daily sales report.
• Allow hourly employees to clock in and out.
• Calculate labor and pay roll data.
• Record daily check averages for each worker.
• Keep track of menu items sold.
• Record information on repeat customers.

Having a POS system in place can add convenience, accuracy and save time in busy situations.

Being called for Pick Up

Individual venues or kitchens will have their personal method of calling you to collect food which is
ready for service. Options include:

1. Ringing a bell which basically indicates something is set for collection but does not indicate
whom the food if for, or what the dishes are.
2. Calling out your name such as “Maria – take away” (meaning Maria is needed to collect
table wares for service)
3. Calling out a table number like “Take away table 8” (meaning food for table 8 is ready for
collection)
4. Calling out both name and table number like “Maria, take away table 8”

Check food by Enterprise Standards

Before you take any dishes or trays out of the kitchen and give it to the wait staff or to guests, you
must undertake a series of checks to ensure the food being served is acceptable and to make sure all
the necessary requirements have been met. This section identifies practices to follow to make sure
 guests receive exactly the food they ordered, and to ensure smooth and professional service is
provided.

Enterprise Standards – in relation to checking food prior to service, “enterprise standards” may
refer to:

1. Size of the meals – the volume or quantity of food provided as an entrée, a main course or as
“extra”’
2. Placement of items on the plate – some venues will require, for examples, vegetables for
definite dishes to be placed in a nominated sequence or location on the plate to optimize the
visual appeal of the dish.
3. Use of stipulated service ware for given items – for example, a definite type of size of bowl
may be required to use in serving foods and dishes.
4. Service of Sauces – Some venues may add sauces to the meal (directly applying the
sauce to the food), while others may provide a small jug of sauce, a bottle of sauce or a sauce
jug.

Checking the food

Before all food is taken from the kitchen you must ensure:

1. the right meals have been prepared and any request have been made to the item or dish;
2. the quality of all items served fit for consumption. Check food on the plate to ensure it is of
an acceptable quality. For example, fresh fruits must not be over ripe, salad vegetables must
be crisp, etc.; and
3. the appearance of the food on the plate. All dishes of the same type must be of the same
sizes. Same dishes must look the same regarding the layout of vegetables, meat, garnishes,
etc.

Imagine serving a beautifully prepared lobster at a dinner party of invited guests, only to be
told “I can’t eat this, as I am keeping a kosher (Jewish dietary law). When planning meals,
designing menus and coordinating functions, it is important to inquire if the guests have any
special cultural food restrictions, allergens and requests. Food staff should know that guests
can make special requests in relation to:

• Timing issues – such as customers/tables asking for their food to be served Fig. 1
‘as quickly as possible’, or asking there is a gap of an hour between each
course
• Cultural issues – some guests may ask for food and beverages to meet their cultural and/or
religious needs
• Dietary requirements
• Personal preference requests – in relation to portion size, extra amounts of certain foods, no
sauce or no chips, a special way of cooking not listed on the menu, or the inclusion or
exclusion of nominated ingredients from a dish
• How steaks are to be cooked
• Entrées required as main courses – or main course meals requested as entrées.

Remember to always inform and always check with the kitchen or your supervisor before committing to
meeting these needs.

Dietary Requirements
Some guests or customers might have specific dietary requirements. The common dietary-related requests as
follows:
1. Vegetarian requests – this is a common dietary-related request and can include:
  Lacto-ova vegetarians/Ova-lacto vegetarians – these are the majority of
‘vegetarians’: eats dairy foods and eggs as well as plant foods. They do not eat the
following: Meat, Poultry, Fish
 Lacto-vegetarians – eats dairy foods and plant foods. They do not eat: Eggs, Meat,
Meat, Poultry, Fish
 Ovo-vegetarians – eat only eggs and plant foods. They do not eat the following: Dairy
foods, Meat, Poultry, Fish
 Pescatarians – people who eats fish but do not who do not eat: Meat, Poultry, Animal
Flesh
Vegans or Strict Vegetarians – eat only plant food and products. They do not eat any:
Animal food, Eggs, Dairy products

2. Requests for low-salt meals

3. Requests for low-sugar/no sugar meals –for diabetics
4. Requests for lactose-reduced milk – for those who are lactose intolerant
5. Requests for gluten-free food – from patrons who have celiac disease
6. Requests for a macrobiotic diet – for those who are especially health-focused they will
request unprocessed vegan foods, no oil and no sugar.

Cultural and Religious Food-Related Needs:

There will also be times when you will encounter guests of other nationalities and religions since you will be
working for the hospitality industry which caters to all types of guests. Sometimes, guests will have restriction
in food in relation to their religion some of them are as follows:

• Christian guests
 For most Christians, eating habits are not affected, though some
will be vegetarians, and some will refrain from eating meat in
Fridays.
 Some sects, for instance, Mormons, have may rules and
restrictions regarding eating and drinking, for example, complete
abstinence from tea, coffee, alcohol, and an emphasis on
wholesome eating.

Fig. 2
Fig. 3
• Jewish guests - Jewish dietary laws are known as “Kashrut”, and are
among the most complex among all religious food practices. The term
“Kosher” or “Kasher” meaning food deemed by them to be ‘proper’
according to Biblical beliefs and laws.

Many Jewish people practice some or all of these restrictions in various

degrees.

 Fish is acceptable as long as it has fins and removable scales.

 No pork and shellfish.
 All animals with split hooves and which chew the cud (including sheep and cow)
 Domestic birds (chicken and turkey)
 Refrain eating meat and dairy products at the same meal.
 No wine, unless it’s kosher wine.
 All meat has to be prepared by a qualified kosher butcher (Shochet)
  If meat was eaten in the same day, one must wait 6 hours before consuming dairy
products.
 Special requirements also apply to the equipment used (that is, making it kosher),
including special cleaning techniques and resting periods between usage.

• Muslim guests - This religion has various food restrictions according to their
own dietary laws, which are “Halaal” – that is, food which is allowed or
lawful.
 Carnivorous animals are not accepted.
 All pork and pork products are totally forbidden.
 Sea animals which do not have fins and scales are considered undesirable by
some Muslims.
 Alcohol in any form is not permitted.
 Permissible meat other than meat cane be eaten if it is prepared in the correct way
(Halaal).
 These products should be avoided: Lard, gelatin, Rennet, Whey, Vanilla extract
(some vanilla extracts have 50% alcohol)
 Utensils should be separate for Muslims, there should be no contamination of Halaal
and non-Halaal.

• Hindu guests
 Hindus have a great respect for food and the way it interacts with
other aspects of day-to-day life.
 While they are not total vegetarians, they do not eat much meat as
they regard the killing of animals for food as bad karma.
 They are non-beef eaters since the cow is sacred to them.
 They generally shun spicy foods, mushrooms, garlic and onions,
but will eat other genuine vegetarian dishes which are not Fig. 5
bitter, sour or salty.

• Buddhist guests
 Strict Buddhist are vegetarians and their dishes vary since many live
In India and China.

Fig. 6

• Sikh guests
 The Sikhs do not have many strict rules regarding food but many
are vegetarians

Fig. 7

Degree of Doneness for Steaks

It is important to note on the order how the guest wants their steak cooked identifying degrees of doneness are:

1. Blue rare – seared on the outside and completely red throughout

2. Rare – seared outside and still red 75% through the center
3. Medium rare – seared outside with 50% red center
4. Medium – seared outside with 25% pink shadowing inside
 5. Medium to well-done – steak is cooked all the way through, no sign of blood, a slight hint of
pink
6. Well-done - steak is cooked very well – a little burnt on the outside and definitely no sign of
blood, 100% brown

In today’s multicultural world, food choices that were once considered obscure are now part of the mainstream.
The reasons why people choose special diets range from religious practices, ideological beliefs to allergies,
special diets and food sensitivities.

Checking the Table Ware / Service Ware

In addition to checking the food to be served, must also verify the required service ware is available as
necessary to meet the needs of the menu items being served.
Service ware is a generic term for crockery, cutlery and other service-related items. Service ware may include:
1. Plates and bowls
2. Platters and cake stand
3. Service utensils such as tongs, carving forks, serving spoons and forks
4. Glassware, some sauces and desserts are presented in glasses.
5. Oven to table ware allowing food items to be taken directly from the oven and served in the
dish in which they are cooked.
6. Lids and covers for pots and other containers.
7. Condiment containers.
8. Flatware including knives, fork and spoon, lobster crackers, cake lifters and slicers.
9. Sizzle plates for steaks.
10. Tureens, ramekins, and coupes.
11. Boards for service of dishes such as fruit and cheese.
12. Pots, jugs, sauce boats and sugar bowl
13. Bread basket

Checks to Make
1. They are clean.
2. Crockery and glassware are free from cracks and chips.
3. They are free from other damage.
4. They are suitable for the dish they are accompanying.
5. They are sufficient in number to match the order or requirements of the table.
6. They are safe and do not present any danger to the staff.

Carrying Trays and Placing Food on the Table

Tray Handling is an important skill that is needed to be practiced and mastered by a food server. Transferring
and placing food on the dining table should be done with precision and care. The following are the guidelines
in handling and carrying tray:

1. Never load more than you can carry – 2 trips are better than 1 accident.
2. Before loading, check that the tray is clean and dry
3. Place heavier items at center of the tray or on the side closest to your body
4. Lay tall glassware down and away from the edge of the tray 5. Lay condiment bottles flat on
the tray
 6. Carry the tray at waist level.
7. Carry the tray with your left hand and serve beverages using your right hand, right foot
forward.
8. Don’t only use your fingers but also use your palm of the hand to grip the tray to support
your shoulder to carry the load.
9. Don’t move the tray or hand only but move your whole body when you need to turn.
10. Follow workplace traffic guidelines, such as saying, “behind you” or “excuse me” when
walking behind a team member.
11. Use your free hand to clear your path of obstructions, such as to open doors.
12. Be more careful while carrying hot foods.
13. Do not set trays directly tables.

Some waiters learn to balance trays on their fingertips, thus facilitating passage through narrow passageways or
crowded rooms. But this is only done by tenured food servers who have long time experiences in serving. A
beginner waiter should not do it yet, and stick to the standard tray handling technique of carrying the tray at
waist level.

How to Carry a Large Tray / Oval Tray

Handling oval trays are more difficult than handling round bar trays and rectangular trays. It requires more
strength and care. You need more practice to do it. Here are the guidelines in carrying an oval tray:

1. Your body should be parallel with the tray stand.

2. Bend your knee as if you are about to kneel.
3. Balance the tray. Then, slide the tray on to your shoulder and use the palm of your hand
under the heaviest part to hold your tray. You normally put the tray on your left shoulder so
that your right hand is free to control the tray.
4. Your arm (elbow to wrist) should be at the right side of the tray.
5. Use your legs to stand up to give you the strength to lift up the tray. Use your right hand to
control and support the tray.
6. Try to handle the load by your hand, legs and hip do not take load on your hip which may
cause back pain.

You are finally done with Module 9&10