GOLDEN WEST COLLEGES

Senior High School

San Jose Drive, Alaminos City Pangasinan

LEARNING MATERIALS
SECOND QUARTER
PREPARED BY:

WILSONMARK N. FLORES
Facebook Account: Wilson Mark Flores
Gmail Account: wilsonmarkflores.123@gmail.com

Copy Right 2020

 TOPICS
LESSON 1: EFFICIENT PICK UP OF FOOD ITEMS

LESSON 2: FOOD TRANSFER AND PLACEMENT

LESSON 3: FOOD AND BEVERAGE SELECTIONS SERVING

LESSON 4: DELAYS OR DEFICIENGIES IN SERVICE

LESSON 5: POSSIBLE QUESTIONS DURI NG ASSESSMENT OF

Food Beverages Service NC II
 LESSON 1: EFFICIENT PICK UP OF FOOD ITEMS
TECHNICAL TERMS:

Bill – a printed record of the amount owed for goods supplied or services rendered or a
written statement of charges

Cashier – a person handling payments and receipts in a store, bank, or other business

Server – a person whose main responsibility at work is to provide service to guests at their
tables in a restaurant

Workflow – a series of steps that makes up a work process

ATTENDING AND MONITORING EFFICIENT PICKUP OF FOOD ITEMS

It is necessary for food and beverage servers to understand and be familiar with the
restaurant workflow. If servers are not abreast with the workflow, there will be chaos in the kitchen
and in the different service points in the restaurant. The key to an organized food and beverage
location is to recognize the importance of the link between its kitchen and service areas.

You, as a food and beverage server, will be able to render quality service if you become
familiar with the workflow in the food and beverage location.

The basic workflow in a restaurant is summarized by the figure below.

Figure 1. Basic restaurant workflow

1. Server takes order from the guest.

Familiarity with the restaurant menu is a must on this step. Guests might ask
questions regarding the menu. You should be ready to answer with confidence. Up selling
may also happen at this point.

2. Server brings order to the cashier.

It is imperative that the correct order be communicated to the cashier so that correct
order will be submitted to the kitchen and the correct bill will be processed.

3. Cashier hands order to the kitchen.

The cashier will then send the order to the kitchen so that kitchen staff can start
preparing the meal.

4. The dish is ready to be served.

The kitchen staff will inform the server that the dish is ready to be served.

5. Server waits by the kitchen for ready dishes.

Although, you are waiting for order to be ready, you may also use this time to assist
other guests.

6. Server picks up dish from the kitchen.

At this point, the server should check the dish prepared if it matches the guest's order
and specifications. For example, a guest might specify that he or she wants a well-done egg.

7. The dish is served to the guest.

Monitoring the kitchen and being ready to pick up prepared food will ensure prompt
service.

8. The guest consumes the food.

The guest should be given the best dining experience through quality food and quality
service. While the guest is eating, you should make sure that he or she is comfortable.

9. The guest calls for attention.

You must always be attentive. Guests might request or complain about something.
You should always be ready to assist the guests.

10. The server arrives.

Do not let guests wait. Attend to their needs as swiftly as you can. Be professional
and accommodating whenever you talk to guests.

11. The guest asks for the bill.

Remember to check and tell the guest the amount that you received before leaving.
You may use "Ma'am/Sir, I received. pesos"

12. The server gets the bill from the cashier.

Hand the bill folder that contains the bill or receipt and the payment to the cashier.
 13. The server goes back to the guest.

Politely hand over the change tray containing the receipt and the change to the
guests. You may also ask if there is anything else you can do for them.

14. The guest uses credit card to pay for the bill.

In case the guest prefers to settle the bill using a credit card, you should carefully
handle the bill folder and make sure that the card is securely placed inside the bill folder.

15. The server goes back to the cashier to swipe the card.

Once the cashier has swiped the card, secure the guest's copy of the statement as
well as the carbon copy of statement. Then put it inside the bill folder

16. The server goes back to the guest.

Hand the bill folder to the guest

17. The guest signs the invoice.

Courteously ask the guest to sign both copies of the bill statement for the payment.
Do not forget to thank the guest.

18. The guest gets a copy of the invoice and leaves the restaurant.

Do not forget to express gratitude to the guest by saying "Thank you for dining." In
addition, you may also ask them to visit the restaurant again.

It is important to note that each step in the workflow operation process involves

the following:

 Communicating with the guest. This occurs in welcoming the guests, taking their orders,
delivering their orders, and bidding them good-bye. Always be polite and do not forget to
smile. Your positive interactions with the guest will greatly contribute to their satisfaction.

 Communicating with a co-employee. This is the key to a smooth restaurant operation.

When employees communicate effectively, there will be less mistakes committed and tasks
will be accomplished faster

 Handling of food items. Details regarding food items must be well-coordinated from the
kitchen staff to the dining staff and vice versa. A server handles food at steps 6 and 7. These
steps occur at two service points in the restaurant, the kitchen and the dining area. The
satisfaction of the guest and the quality of food may be compromised if mistakes were
committed during these steps. In the event that the food is ready to be served, the server
must be standing by to pick it up and bring it to the guest while the food is at its prime
quality. Timing is very important.

The process in the workflow is labor-intensive. Mistakes may be committed in almost every step
as information is transferred from one channel to the other. Lo avoid mistakes, servers should
always have presence of mind and never be afraid to make clarifications. Good communication is
the main ingredient to have smooth operations in a food and beverage location.
 FOOD AND BEVERAGES SERVICE 4

NAME: ______________________________________ DATE:______________

ACTIVITY 1
Arrange the following steps to form the basic food service establishment workflow. Write A
for the first step B for the second, and so on.

__________1. The server takes the guest's order.

__________2. The server gives the order to the cashier

__________3. The cashier sends the order to the kitchen.

__________4. The food is prepared in the kitchen.

__________5. The food is ready to be served.

__________6. The server picks the food up and delivers it to the guest.

__________7. The guest consumes the food.

__________8. The guest asks for the bill.

__________9. The server collects the payment and gives it to the cashier

__________10. The server returns with the invoice and guest's change. Then, thank the guest.

PERFORMANCE
Draw and make a comic strip about the EFFICIENT PICKUP OF FOOD ITEMS. Be
creative and presentable in making this PERFORMANCE.

NOTE: Performance is better than activity.

LESSON 2: FOOD TRANSFER AND PLACEMENT

TECHNICAL TERMS:

Balance – an even distribution of weight that provides stability to someone or something

Cocktail tray – a round tray used to serve beverages

Plate service – serving guests food that is plated in the kitchen

TRANSFERING AND PLACING FOOD EFFICIENTLY

The safe and time-efficient delivery of prepared orders to guests is also a
responsibility of a server. There are several styles of service. However, the two most
commonly used foodservice styles are the plate and tray service. A foodservice
establishment should choose the type of service based on the food being served and the
theme of the establishment.

Servers should be adept in these foodservice styles to achieve greater productivity,

which is by serving more guests at the least possible time and increasing guests' satisfaction
through promptness of service. Yet, delivery of prepared orders should be done in the
quickest possible time without compromising the quality of the food items.

Plate Service
This type of service is now widely used because foodservice establishment spaces
are now more utilized. In this service, food is plated in the kitchen and served to the guest on
the plate. This calls for the skill of the server to carry plates without causing any change in
the presentation and quality of the food on them (Brown and Hepner, 2000).

There are two professional methods used are the two- and three-plate carrying
techniques. It is done by carrying two to three plates in the left hand. The right hand is free
and can be used to carry another plate. This means that a maximum of four plates can be
carried in this type of service. Although, it is also possible to carry more than four trays at
once, it is already considered unprofessional to do so.

Traditionally, food is served to the left of the guest while empty plates are cleared on
the right. Nowaday5, plate service is done by serving the food and clearing plates from the
right of the guest so as not to disturb the guest. The server must conform to what is being
practiced in their establishment (Brown and Hepner, 2000).

1. Two-plate Carrying Technique

Follow these steps when using two-plate carrying technique.

a. Use three fingers-thumb, index finger, and middle finger-in holding the first plate.

b. The second plate should be placed on a platform above the first plate and supported
by two fingers (ring finger and little finger), base of thumb, and lower forearm.

c. A third plate may be carried using the other hand.

 Figure 2. Two-plate carrying technique

Figure 3. Three-plate carrying technique

2. Three-plate Carrying Technique

Take note of the following procedure when carrying three plates.

a. Hold the first plate similarly in the two-plate carrying technique.

b. The second plate must be positioned into the crease of your palm under the first plate
supported by the ring and little finger.

c. The third plate is placed on the flat of your forearm and the rim of the second plate.

d. The fourth plate can be carried in your right hand.

Tips when Using Plate Service

You must take note of the following when using the plate service:

 The first plate to be picked up will be the last to be placed on the table.

 When carrying the plates to the guests' table, hold them away from your body to
make sure that the plates are not resting on your body.

 To place the plates on the guests' table, stand in the right corner of the guests chair
(if using the left hand) while holding your left hand and the plates way behind the
guest's head. Reverse this process if right hand is used.

 Do not overload the tray.

Tray Service

Trays can be used to carry food from the kitchen to different service areas and for
clearing tables. Tray comes in various size and shapes. The following are the different types
of trays.

 Round trays are used for serving drinks.

These come in various sizes. The larger
ones are great for serving pitchers and
drinks.

 Some round trays are skid-free so that

beverages will not easily be shaken and
spilled.

 Rectangular trays are used to serve

food items. They also come in various
sizes and different materials.

 Seafood tray usually comes with a

stand. As its name implies, it is used
to serve seafood dishes.
 Nonetheless, always ensure that trays are balanced. The following are the steps when
placing items on the tray, carrying trays, and placing trays on the table.

1. Placing ltems on the Tray

a. The weight of the contents of the tray should be balanced.

b. The heaviest item should be placed on the center of the tray.

c. Lighter items should be placed on the corners surrounding the heaviest item.

2. Carrying Trays

Proper way of carrying tray

a. Use both fingers and palm when carrying trays. This will strengthen your grip on the
tray.

b. Cocktail trays must be carried using all your fingers to increase your control.

c. When carrying small trays, balance the tray on your arm and hand. Then carry the
tray as close as possible to your body.

d. Distribute the weight of the tray on your hand, shoulder, and hips. Do not put all the
weight on your hips to prevent back pain.

e. When you need to turn, move your whole body rather than moving just your hand or
the tray.

f. Be extra careful when carrying hot food.

g. When passing through a crowded area, lift up the tray, and inform the people that
they have to make way. Not informing them may lead to accidents.

3. Placing Tray on the Table

a. The best way to place tray on the table is to bend your knees and put the tray down.

b. If the load is too heavy, ask help from the nearest available co-employee.

c. If carrying a large tray, place the tray on a tray jack before unloading

d. Prioritize safe loading than maintaining styles.

 A Server must be properly trained in plate service and carrying tray so that delivery of
orders will become an easy and quick task. This will help servers maximize the time used for
going to and fro the kitchen and dining area.

FOOD AND BEVERAGES SERVICE 4

NAME: ______________________________________ DATE:______________

ACTIVITY 2
Analyze each statement. If the statement is a good practice, write true on the line.
Otherwise, rewrite and make the necessary corrections to make the statement correct

1. You can carry a maximum of three trays using the two-plate carrying technique.
________________________________________________________________

2. It is safe to overload the tray as long as you can still carry it.
________________________________________________________________

3. The first plate to be picked up is the first plate to be placed on the table.

________________________________________________________________

4. To strengthen the grip when carrying a tray, use both fingers and palm.

________________________________________________________________

5. When carrying small trays, balance the tray on your arm and hand. Then carry the tray
as close to your body as possible.

______________________________________________________________________
______________________________________________________________________

6. When making turns, you have to move the tray first.

________________________________________________________________

7. It is all right not to balance the contents of the tray.

________________________________________________________________

8. The heaviest item can be placed anywhere on the tray.

________________________________________________________________

9. To place the tray on the table, bend your knees and put the tray down.

________________________________________________________________

10. Prioritize safe loading than maintaining styles.

________________________________________________________________
 LESSON 3: FOOD AND BEVERAGE SELECTIONS SERVING

TECHNICAL TERMS:

Bain marie – a container with hot water where another container is placed on top for
warming or cooking process.

Bouquet – a term commonly reserved for older wines; the aroma of mature wine

Effervescence – a term used for champagnes and sparkling wines, wines that have
undergone a second fermentation that is a sign of carbon dioxide, the same chemical
responsible for carbonation in pop drinks sediments tartrates of calcium and sodium formed
by the combination of tartaric acid and calcium or sodium

Underflat – a tableware used to line vegetable dishes and sauce boats

SERVING FOOD AND BEVERAGE SELECTIONS PROMPTLY AND COURTEOUSLY

Conventionally, food items are served from the left and are cleared from the right.
Beverages, on the other hand, are served from the right. Due to the widespread use of plated
service, it has become a practice to serve plated food items from the right. Clearing is also
done from the right. The left hand is used to stack soiled service ware or dirties and the right
clears the plate. This ensures that the dirties is behind the guest that makes sure that if it falls,
it will fall on the floor and not on the guests

It is also customary to serve the cold food before the hot. When the hot food arrives,
the guests may start eating without having to wait for the cold food to be served. This ensures
that the guests receive their food at the appropriate time in the correct eating temperature.

Service of Soup
Soup may be served in various ways. It may be preplated, from a tureen at the sideboard,
on a gueridon, or from an individual tureen.

The server must ensure that the soup is poured away from the guest. To prevent spillage
going on the tablecloth, he or she may use a underflat that will function as a drip plate.

Consommé are served in consommé cup on a consommé saucer set on a fish plate.
Consommé is a type of soup made with concentrated stock, this is eaten with a dessert or
sweet spoon because it was originally eaten before going home, after a function, or as a
warming beverage. The tradition of a sweet spoon has continued but the use of soup spoon is
acceptable nowadays.

Service from Flats

Below are the steps in serving meats and fish dishes.

1. The correct cover must be prepared prior to the meal service.

2. The dish should be presented to the guest so that he or she may see the totality of the
dish and appreciate the artistry of the chef through the presentation.
 3. The serving dish must be held a little above the hot joint plate with the front edge slightly
overlapping the rim of the hot joint plate.

4. The portion of the food is placed on the 6 o'clock position that is nearest to the guest on
the hot joint plate.

5. To serve the second portion, the flat must be rotated on the service cloth so that the next
meat portion to be served becomes nearest the plate.

6. If there will be accompanying vegetable or potatoes, the meat portion potatoes, the meat
portion must be placed on the part of the plate nearest the guest so that there will be
ample space to attractively place the accompaniments.

7. If the vegetables will be served on a separate plate, the meat can be in the center of the
plate.

Service of Accompanying Sauces

Take note of the following points when seeing accompanying sauces.

1. The sauce should be presented on a sauceboat on an underplate, with a sauce ladle.

2. A ladleful of sauce should be lifted clear of a sauceboat.

3. The underside of the sauce ladle should then run over the edge of the sauceboat to
avoid any drips falling on the table cloth or over the edge of the hot joint plate.

4. The sauce should be napped over the portion of meat already served or at the right side
of the meat depending on the preference of the guest.

Service of Wines
Once the food order has been taken, a wine waiter or sommelier must present the wine
list again so that the guest can choose a wine to accompany their meal. He or she must be
able to suggest wine from the wine list should the guest become undecided or is unfamiliar with
the ones in the list. This requires the wine waiter to be fully knowledgeable on the wines
included in the wine list so that he or she can perform suggestive selling when the need arises.
Correct pronunciation of wine names is an evidence of the sommelier knowledge of the
wines in the wine list.

The following must be remembered when serving wines:

1. Red wines are served at room temperature.

2. White and rose wine are served chilled.

3. Sparkling wines must be served very chilled.

According to Lillicrap, Cousins, and Smith (2002), the following are the basic procedure
that must be followed when serving wine.
 A. White Wines

1. Obtain the wine from the dispense bar. Check if the order is correct and if the wine
is clear and has the proper temperature.

2. Take to the table in an ice bucket.

3. Present the bottle to the host showing the label.

4. Ensure the correct glasses are placed on the table for the wine to be served.

5. See that a clean serviette is tied to the handle of the ice bucket.

6. Cut the foil, remove and wipe the top of the cork within the table napkin or serviette.

7. Remove the cork in the accepted fashion. Smell the cork in case the wine is corked.
Corked wines taste and smell foul due to bacterial reaction caused by a diseased
cork or over aging. This happens when the wine has been affected through a faulty
cork and it cannot then be served.

8. Place the cork in the ice bucket.

9. If the wine concerned is a château-bottled wine, then the cork would generally be
placed on a side plate at the head of the hosts cover. This cork should have the
name of the château concerned and the year of the wine printed on it.

10. Wipe the inside of the neck of the bottle with the serviette.

11. Wipe the bottle dry.

12. Pour the bottle in a manner and position that the label remains visible to the guest.
Use a cloth to catch drips.

13. Give a taste to the host, pouring from the right. He or she should acknowledge that
the wine is suitable-has correct taste, bouquet, and temperature.

14. Serve ladies first, then gentlemen, then the host last, always commencing from the
host's right.

15. Fill each glass two-thirds full. This leaves room for an appreciation of the bouquet.

16. Replace the remaining wine in the wine-bucket and refill the glasses when
necessary.

17. If a fresh bottle is required, then fresh glasses should be placed upon the table.

18. On finishing pouring the glass of wine, twist the neck of the bottle and raise it at the
same time, this prevents any drips from falling on the table cloth.

B. Red Wines

The basic procedure for opening and serving red wine is the same for white wine.
However, you must take note of the following:

1. Remove the cork from the bottle of red wine as soon as possible, so that the wine
will attain room temperature.
 2. Do not place the wine on a hot plate or in bain-marie to hasten the process of
achieving room temperature. Note that the desired temperature must be attained
naturally.

The following are the different classifications of red wine and the proper way of
serving them.

a. Young red wine

1. Young red wine may stand on an under plate or coaster on the table and can
be opened on the same position (Follow the procedure in opening a bottle of
white wine.).

2. For presentations purposes, serve red wine with the bottle in a wine basket or
wine cradle.

b. Wine is of age and has heavy sediment

1. If the red wine has aged and has sediment, decant it. Place it in a wine basket.
This keeps the bottle flat and ensures that the sediment shaken up.

2. A single point light such as a candle should be used to view the wine as
poured out of the bottle.

3. If the sediment is seen reaching the neck of the bottle, stop the pouring.

4. Always check the wine before being presented to make sure that it is clear.

c. Sparkling wine

This type of wine underwent second fermentation in the bottle that resulted to
its effervescence and bouquet. Pressure is also produced inside the bottle due to the
maturing and secondary fermentation. Great care must be taken when opening all
kinds of sparkling wine. There were many cases of accidents in the past.

To present and serve sparkling wine, the following procedure must be observed:

1. Replace the bottle in the wine cooler after presenting it to the host.

2. When opening, keep the neck of the bottle pointed to the ceiling to avoid any accidents
should the cork be released suddenly.

3. The thumb should be held over the cork with the remainder of the hand holding the neck
of the bottle.

4. Unwire the wire cage carefully.

5. Holding the cork and the cage in a service cloth the bottle should be twisted slowly to
release the cork.

6. When pouring the Wine, lift the glass from the table to reduce frothing of the wine.

The server is an integral part of the guests dining experience. A server must serve food
and beverage in a professional way by following the basic rules of food and beverage service
yet must still exude and maintain the warmth of being hospitable.
 FOOD AND BEVERAGES SERVICE 4

NAME: ______________________________________ DATE:______________

ACTIVITY 3
Using letters A to J, arrange the following steps of how to serve wine in chronological
order.

________1. Give a taste to the host, pouring from the right.

________2. Cut the foil, remove and wipe the top of the cork within the serviette.

________3. Replace the remaining wine in the wine bucket and refill the glasses when
necessary.

________4. The cork would generally be placed on a side plate at the head of the hosts
cover.

________5. Wipe the inside of the neck of the bottle with the serviette.

________6. Fill each glass two-thirds full.

________7. Hold the bottle for the pouring in such a fashion that the label may be seen.

________8. Remove the cork in the accepted fashion. Smell the cork in case the wine is
corked.

________9. Wipe the bottle dry.

________10. Present the bottle to the host showing the label.

PERFORMANCE
Perform serving of food, either BREAKFAST or DINNER. In your performance serve
the following:

 Any kind of soup, except, instant noodles.

 Main course,(ulam)
 Rice
 Juice or wine.

In this performance you should video yourself with hairnet and send it through
messenger via Pm. Make the video 3 -5 minutes with no any additional edit. Send this
until Friday of WEEK 3.

NOTE: Performance is better than activity.

LESSON 4: DELAYS OR DEFICIENGIES IN SERVICE
TECHNICAL TERMS:

Timing – the ability to choose the correct and most appropriate tome to perform an action in
order to achieve the optimum result

Delay – to perform something at a later time than expected

Preparation time – the time required to finish a dish from misé en place to presentation

PROMPTLY RECOGNIZING AND FOLLOWING UP ANY DELAYS OR

DEFICIENCIES IN SERVICE
Servers must also monitor the front-of-the-house for signs of dissatisfaction. Most of the
guest will be happy and satisfied. Yet, there will be some who will have a problem with their
orders or with the service provided.

The Three-minute Check

Once the meal has been served, a server may visit the table after a few minutes ensure
that the food and beverages satisfy the guest. This is known as the three-minute check. A
server must politely ask the guest how their meal was.

The three-minute check also provides an opportunity for the guests to place orders or
re-orders. This must be accommodated promptly and politely.

Handling delays, timing is everything. Timing the meal is another responsibility of the
server. The server must guarantee the smooth and comfortable pace of the meal that is
neither rushed nor delayed. You are the only connection between the guests in the dining
area and the chefs and cooks in the kitchen. Make sure that you submit the order at the
appropriate time and get the meal to the table as soon as it is ready.

You have to listen to cues given by the guests as they converse with you. If the guest
mentioned that they have to limited time to eat, assist them in ordering food items that are
prepared quickly instead of asking the chef to rush. Once the order has been taken from the
guest, decide when to place it in the kitchen. It is a good practice to submit the entrée before
serving the appetizer. Observe the behavior of the guests too. If they are still enjoying their
cocktails, you may opt to hold the order for a little while.

Nonetheless, there are occasions when delay happens. Delay in serving the meal
affects the quality of the food items. For example, the order has been submitted to the
kitchen at the most fitting time. The chef was able to prepare it within the allotted preparation
time. But instead of picking up and delivering to the guest's table, the food item șits in the
kitchen. The longer it waits to be served, the colder and less appetizing it becomes. In
addition, the guests become impatient.

When a guest waits for too long for his or her order, servers are usually aware of this.
Yet, they choose to hide from the guest rather than face them. Hiding from the guest will not
solve the problem but adds fuel to the fire. When this happens, you must approach the guest
and apologize. This will not, of course, immediately remove the guest's frustration but it will
relax the guest a bit. Never avoid the problem. According to Fischer (2005), you have to
make the guest feel particularly well taken care of by saying "The chef was not happy with
the quality of your main course so he is preparing another one for you"
Handling Problems
Whether guests become dissatisfied because the food is below their expectation or the
food and beverages arrived late, they should not be treated as complainers. Consider this
as an opportunity to learn. Follow these steps when handling complaints and problems.

1. Listen to complaint.

Humbly welcome all complaints from the guests. Acknowledge all the complaints raised
by the guests no matter how small the complaint may seem. Avoid arguing with the guest.
Always bear in mind that the guest is always right. Arguing with the guests will only
aggravate the situation. Always communicate in an apologetic tone.

2. Apologize.

Never forget to apologize. As soon as the issue is acknowledged, an immediate action

should be done. It will begin with a sincere apology and empathize with the guest. You may
say "I am sorry this happened. I understand you are disappointed." This may be the
easiest thing to do but mostly ignored. An effective apology is achieved by making an eye
contact, by saying a sincere "l am sorry” and by not blaming others.

3. Act quickly.

After apologizing, you must immediately, correct the problem by doing the following:

a. Takes actions to solve the problem. Approach someone who has the capacity to
provide the solution.

b. Provide guests with a conservative estimate of time required. If the food items is
still not cooked or is still being cooked, tell the guests how long will it take for the food
to arrive on their table.

c. Bring the food item personally. This shows your personal concern. This also allows
you to immediately see the guest's satisfaction or the opposite.

4. Make necessary reports for corrective actions.

Any delay or deficiency should be coordinated with your immediate supervisor so that
necessary and appropriate corrective action will be given.

Remember to remain courteous whenever delays and mistakes during service happen.
Strictly follow guest recovery procedures based on implemented enterprise policy. It is also
of paramount importance to apologize immediately as soon as the error or delay is
recognized by the guest. Finally, remain calm and always be professional with dealing with
the guests. As the old adage goes "Customers are always right."

FOOD AND BEVERAGES SERVICE 4

 NAME: ______________________________________ DATE:______________

ACTIVITY 4
Imagine that a delay in the item delivery happened. Write down statements that you
may say in front of the guest/s given the following situations. Write your answer on the lines.

1. The order will be late.

__________________________________________________________
2. You failed to tell the guests that what they ordered is no longer available.
__________________________________________________________
3. The guests requested to speak with the supervisor.
__________________________________________________________
4. The guest received the wrong order.
__________________________________________________________
5. The guest mentioned that they just need to get something quick.
__________________________________________________________

PERFORMANCE
PROMPTLY RECOGNIZING AND FOLLOWING UP ANY DELAYS
OR DEFICIENCIES IN SERVICE

Carefully read the scenario below. Answer the questions that follow.

In a small café restaurant, there were four servers working in the entire dining area. It
was three o’clock in the afternoon. Guests started coming in. A group of three sat on a four-
top. The server greeted them, gave them the menu. When it is time to order, the first two
ladies ordered hamburgers but requested all the dressings to serve on-the-side. The last
person in the group ordered for chicken fingers with barbeque sauce. All orders come with
French fries.

The first two orders delivered to the table by the server are the hamburger with the
dressing, not served on-the-side, and the chicken fingers. Orders came in without the
French fries.

The group waited for another ten minutes for the last order to be delivered. The
server arrived with a basket of fries and said that the fries were not ready yet when she
delivered the first two orders. The second hamburger was served on a plate with the
dressing on-the-side.

1. What went wrong in the in the scenario?

2. What are the things that should have been done to avoid this problem?

3. What are the different ways on how the server can win the guests back?

NOTE: COPY AND ANSWER. ENCODE THIS AT LONG COUPON BOND. NO WRITING
ALLOWED
FONTS AND FONT SIZE : ARIAL 12
LESSON 5: POSSIBLE QUESTIONS DURING ASSESSMENT OF
Food Beverages Service NC II
Familiarize the following question, especially the last one.

The following questions are for ORAL QUESTIONING and WRITTEN.

1. Checking reservations is an important part of understanding trade for the day. Name five
information you should check in relation to reservations?
Answer:
 Number of guests – including type of guests. For example, a baby may require a high
chair.
 Name of guests/party
 Also, the size of some bookings can indicate where their table has to be placed simply
because it won’t fit in certain locations.
 Customer’s arrival time.
 Special requests – such as the guest requesting a specific table number, a table that has
a view of the lake, one that isn’t near the entrance door or is close to the dance floor.
 Needs of guests, for example, wheelchair access, need for privacy.
 Contact details/number for guest or party.

2. What comprises the Mis-en-place?

Answer:
 Condition of tables and chairs
 Sanitary Linens
 Clean and sanitized table appointments
 Flower arrangement
 Filling of condiments
 Condition of Menu Cards
 Knowledge of the Menu for the Day

3. Before the commencement of service, give eight areas that need to be checked for
cleanliness?
Answer:
 Dining Area
 Food Display Counter
 Service Station or Side Stand
 Service Bar or Bar Counter
 Cashier’s Counter
 Dispatching Counter
 Dishwashing Counter
 Food Preparation Area
 Furniture – tables and chairs
 Wall hangings – pictures or displays
 Fixtures – light fittings and door knobs
 Plants – indoor plants and pots
 Glass – windows, panels and doors
 Floor – carpet and tiled areas
 Work stations – waiter’s sideboard
 Toilets – rest areas
 Operating equipment such as coffee machine, carving trolley, toaster, bar chiller, bar
blender etc.

4. What is the key difference between an A la Carte and Table d’ Hote Menu?
Answer:
 An A la Carte (from the card/menu) is each item is individually priced – customer pays
only for what he selects or eats while a Table d’ Hote Menu (table of the host)is the guest
pays the full set price regardless of what he chooses to eat.
5. Give some techniques on how you can welcome guests to make them feel comfortable and
safe?
Answer:
 Know the reservations for the day to have an idea as to the incoming guests and the bulk
of expected guests.
 Try to remember the names of the guests, particularly the regular guests.
 I will always address our guest; “sir or madam”.
 Give extra attention by asking “ Is there anything else that you need sir?’ or “How do you
find your meal madam?”
 I see to it that I bid goodbye and thank the guests for coming.

6. What are some special needs that must be addressed when welcoming a customer?
Answer:
 Promptly acknowledge the guests and welcome them with a greeting. An example of this
may be: “Good morning, welcome to CMV Restaurant”
 Establish if the customer has a reservation. A number of customers don’t have a booking
– they are called ‘walk ins’. To accept a walk in, make sure that there is a table available.
If the guests do have a reservation, check the number of guests to determine if a table is
available.
 Hats, coats, umbrellas or parcels and presents should be taken from the customer if this
is standard house policy, or if guests request it.
 Show guests to their table, while walking at a rate that would be comfortable for the
guests to keep up with. It may be appropriate to engage them in some form of light
conversation while doing this.
 At the table, pull out one chair to signal to the guests that they are free to claim a seat
and sit. Assist guests with being seated, and pushing in chairs.
 Seat ladies first with best view of restaurant.

7. What are activities associated with presenting menus and drinks lists? How do you present
the menu?
Answer:
 Lap napkins if required; from the right-hand side, remove the napkin that has been
provided as part of the setting and unfold it. Refold it into a triangular shape and drape it
across the guest’s lap, pointed side facing away from them.
 Distribute menus to the guests from their right-hand side, and leave the wine list with the
host, if applicable.
 The wine list is often presented after guests have decided what they want to eat, but
many establishments present the menu and the wine list together so that guests can
better match their food and wine combinations.

8. Explain the importance of up selling the hotel/restaurant operation?

Answer:
Upselling is very important because:
 The guests are not aware of all food we offer
 Due to several selections, the guests tend to just choose some food items
 There are terms that are unfamiliar to the guests, unless we offer and explain to them,
they will not order
 We know what would complete the meal, thus we should offer it
 We also know what food goes well with the drinks
 We know that children will love to eat anything sweet, let’s offer it
 The unpopular menus can be introduced through upselling
 Upselling could help increase sales of the day
 Upselling skill is a test of waiter’s concern for the establishment and the manifestation of
managerial skills
9. When collecting food from the kitchen, what checks should food servers make?
Answer:
 Check the table number if correct
 Check the completeness of items before serving them

10. What is the process for adjusting cutlery?

Answer:
 The spare cover should be removed in a correct manner using a service plate or service
salver.
Cover them with a serviette.

11. What is the correct temperature when serving red wine?

Answer:
 Room Temperature, 15.5 – 18 Degrees Celcius; 60 – 65 Degrees Fareignheight

12. What is a 3 Minute Check?

Answer:
 It involves approaching the table approximately 3 minutes after the last meal was placed
on the table and making an inquiry along the lines of “Is everything to your satisfaction
sir?” or “How are your meals sir?”

13. What items can be replenished during the 3 Minute Check?

Answer:
 Cruets Set or Condiments

14. What are some options to resolve a food related customer complaint, during the 3 Minute
Check?
Answer:
 Replacement of cold food items which must be served hot
 Replenishment of condiments
 Replacement of wrong delivered food
 Rearrangement of poor presentation of food
 Sanitation (presence of object in food) replace the food
 Taste not good or salty or tasteless/insipid/weak taste
 Other Problems such as:
 The steak is tough
 The meal is cold
 The steak is not cooked as ordered
 Special requests have not been met.
 When you replace the ‘problem’ meal, apologize again and implement another three-
minute check to ensure that the replacement meal is to the guest’s satisfaction.

15. What are the things to do when guest complaint? Explain the steps on how to handle guest
complaints.
Answer:
 Listen attentively and acknowledge the complaint and Apologize
 Restate the complaint briefly back to the customer to show you have listened and
understood
 Agree by thanking the customer for bringing the matter to your attention
 Act quickly, quietly and professionally
 Follow up if complaint was addressed
 In handling guest complaints, remember the following acronym:
 H – Hear the complain of the guest
 E – Empathize with the guest
 A – Apologize the guest
 R – Response/Reply
 T – Take action and be responsible for the complaints
16. How will you handle guest needs with restrictions on allergies?
Answer:
 Ask/inquire specific restrictions or allergies
 Suggest alternative food items

17. How will you handle a guest with signs of intoxication requesting for more bottles of hard
drinks?
Answer:
 I will acknowledge his being happy in the restaurant, then I would say a white lie that
we ran out of stocks, but we would be happy to serve him again next time. I could
also do suggestive selling by offering coffee or hot soup.

18. What assistance can be provided to customers as they leave a table?

Answer:
 Staff to walk the customers to the entrance and hold the door open, before thanking
them and bidding them farewell.
 Require a more casual approach such as a smile, a wave and a simple “Thanks very
much” to the guests as they are departing.
 You could also offer to call a taxi.
 If it is raining, escorting guests to their car with an umbrella may be part of the service
offered. An alternative may be to offer a complimentary coffee while the weather
clears.
 Guests should be acknowledged when they leave.

19. What are some examples of “End of Service” Assistance?

Answer:
 Ask feedback from the guest on food, service and ambience
 Wish them “Good day” or “Good night” and “We look forward to seeing you again”, or
some similar phrase.

20. What are common methods in which customers can settle accounts?
Answer:
 Cash
 Through Credit Cards

21. What are the different styles of Banquet Set Ups?

Answer:
 American Service/ Plate Service of German Service – portioning all the food on the
dinner plate in the kitchen.
 French Service/ Gueridon Service – partial preparation of food in the kitchen, with the
final preparation done in the dining area in front of the guest through a gueridon table.
 Russian Service or Silver Service – the food is pre-arranged in a platter with enough
servings for one table; then the waiter dishes it out from the platter to the individual
plates of guestsl
 Family Style Service – placing of serving dish or platters of food on the table, and
allowing the guests to serve or help themselves.
 English or Butler Service – Food is presented on a tray with handle by a butler or
server.
 Buffet Service/Smorgasbord – gusts get their whole meal or parts of the meal from a
buffet table.

22. Case Study: The guests have given their orders and the waiter has placed the orders to
the kitchen. The waiter returns to the table and informs the guests of the house specials and
best seller menu items. Intrigued and encouraged to try the recommended food items, the
guests changed their minds and cancelled their earlier order. Explain what went wrong?
Answer:
 The waiter should did up selling during the taking of orders. The House Specials and
Best Seller Menu Items should have been offered while they were choosing yet.
23. How can you avoid room service mistakes? What are the things that need to be checked
to avoid mistakes?
Answer:
 Check and re-check all the food items based on the order or delivery slip of the
customer
 Amount of the bill
24. What is a “Door Knob Menu’?
Answer:
 A type of Room Service Menu placed in the Guestroom. Guest selects what he wants
to eat and specifies the time he wants his food to be delivered, then hang the Door
Knob Menu outside the door on the doorknob.

25. What are the standard amenities set in the tray/trolley during breakfast?
Answer:
 Sugar and Cream
 Jam and marmalade
 Cup and Saucer
 Silverware( Dinner knife, dinner fork and teaspoon)
 Folded Napkin

26. What will you do upon reaching the guestroom?

Answer:
 Gently knock the door 3 times using your knuckle
 Announce “Room Service!”
 Greet the guest
 Set the table accordingly

27. What will you do after placing the tray/trolley inside the room?
Answer:
 Ask the guest to acknowledge the service by signing the Delivery Slip

28. What is a Waiter’s Friend?

Answer: A Cork Screw or Wine Opener

29. What are the common Electrical Appliances found in the Waiter’s Station?
Answer: - Coffee or Tea Warmer; Bread Warmer/Toaster

30. When is the Wine List offered to the guest and why?
Answer:
 After they have ordered their food and for the Wine Steward to be able to make a
food and wine pairing or make the correct recommendation.

31. How many Wine Lists do you need to present for a table of 4 guests with a host?
Answer:
 Only 1 Wine List shall be presented and it shall be presented only to the host.

32. What are the Core Competencies of Food & Beverage Services NC II?
1. Prepare the Dining Room/Restaurant Area for Service
2. Welcome Guest and Take Food and Beverage Orders
3. Promote Food and Beverage Products
4. Provide Food and Beverage Services to Guest
5. Provide Room Service
6. Receive and Handle Guest Concerns

FOOD AND BEVERAGES SERVICE 4

 NAME: ___________________________________ DATE:____________

ACTIVITY 5

Answer the following questions:

1. In handling guest complaints, remember the following acronym:
 H – ___________________________
 E – ___________________________
 A – ___________________________
 R – ___________________________
 T – ___________________________
2. What are the standard amenities set in the tray/trolley during breakfast?
Answer:
___________________________________
___________________________________
___________________________________
___________________________________
___________________________________
3. What are the Core Competencies of Food & Beverage Services NC II?
1.
2.
3.
4.
5.
6.

PERFORMANCE

AS THE FOOD AND BEVERAGES ENDS, MAKE OR CREATE A PHOTO

ALBUM OF THE FOLLOWING: BE CREATIVE AND INNOVATIVE, WITH
PICTURE.

 10 NAPKIN FOLDINGS
 FLATWARE
 CUTLERY
 HOLLOWARE
 CHINAWARE

NOTE: PERFORMANCE IS BETTER THAN ACTIVITY, AS TVL STUDENT

PERFORMANCE IS VERY IMPORTANT