QUIRINO STATE UNIVERSITY

DIFFUN CAMPUS
Diffun, 3401 Quirino

COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT

Lesson 1
Restaurant Service
Competencies
1. Identify and distinguish Classification of restaurants;
2. Design a restaurant lay out for the convenience of service;
3. Differentiate the duties and responsibilities of Restaurant Personnel;
4. Distinguish Restaurant Tools &Equipment.

DISCUSSION

This chapter provides detailed information on how to prepare the

restaurant for service, deliver food and beverage service in accordance with
service standards and close the restaurant, ensuring that everything is in order
and all that all used supplies and equipment are cleaned, cleared and
accounted for.

What is a Restaurant?
• A restaurant is a food outlet that serves food and beverages to
customers who either walk in or made advance reservations either
by phone or online.
• The type of service and the service procedures among restaurants
vary depending on the restaurant’ classification, the type of food
and services, the volume of order and the composition of its
customers.

Dine In Restaurants come in various types like:

• Coffee Shop - This casual dining outlet caters to people “on the go”
such that most items served are short orders. Meals in a coffee
shop are usually easier and faster to prepare and service is
accomplished in shorter time:
• Fine Dining - This restaurant is usually designed for the elite
market and they serve special dishes of superior quality, often with
the elegance of wine service and the French Style of tableside
presentation and “gueridon” service. In contrast to a coffee shop,
the preparation and service in a fine dining is much longer but the
customers are prepared to stay and spend their leisure time for
quality dining celebration or to unwind in a more sophisticated
manner.
• Buffet Restaurant - This is a Help-Yourself-Concept where guests
are served with a wide-array of food items that are spread out in
the buffet according to course category.
• Cafeterias, Student/Industrial Canteen - This is meant for
people with low meal budget.

VISION MISSION
The leading center for academic and technological excellence and prime Develop competent and morally upright professionals and generate
catalyst for a progressive and sustainable Quirino Province and appropriate knowledge and technologies to meet the needs of
Southern Cagayan Valley. Quirino Province and Southern Cagayan Valley.

“Unleashing Work skills”

 QUIRINO STATE UNIVERSITY
DIFFUN CAMPUS
Diffun, 3401 Quirino

COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT

RESTAURANT LAYOUT
The restaurant layout must be designed to insure convenience of service to
both service staff and customers. The lay out usually consists of the following
areas:

• Dining Area
When a restaurant has a large seating capacity and serves voluminous
orders, it will be advisable to divide the dining area into stations. Each
stations may be installed with 7 to 15 tables and about 30-50 seats.
Each table must be given specific number for easy identification.

• Food Display Counter

Restaurants serving buffet or fast foods or counter items usually set up a
specific place for food display.

• Service Station or Side Stand

This area is the place where preparations for service are undertaken. The
station is equipped with a sideboard or cabinet withdrawers for placing
the par stock of supplies, cutleries, condiments and service equipment to
be used for set up and service.

• Service Bar (Bar Counter)

Beverages are prepared in this counter. It is manned by a bartender (if
there are mixed drinks available) or a bar waiter who is in charge of
drinks preparation and dispatching.

• Cashier’s Counter
This is the area where the cashier is seated to attend to bill settlement. It
must be equipped with a cash register or the Point of Sales System
(POS), bill forms and receipts and other paraphernalia for cashiering.

• Dispatching Counter
The food from the kitchen must be dispatched through a window counter
so that waiters need not to go to the kitchen to pick up and assemble
orders. A food dispatcher is assigned to handle the dispatching of orders.

• Stewarding Section (Dishwashing Counter)

The dishwashing area is placed inside the kitchen. However, there must
be a window counter where soiled dishes will be placed by waiters,
without having to enter the kitchen. Washed, cleaned wares will also be
picked up from this counter.

• Food Preparation Area

The food preparation area must be located at the back or adjacent to the
dining area so that the dispatching of orders will be faster and more
efficient.

THE RESTAURANT BRIGADE

The dining area is managed or supervised by the headwaiter, known in

French Term as “Maitre d’ Hotel. His service brigade consists of a station
head or a captain waiter, a receptionist, waiters and food attendants, cashier,
bartender or bar waiter and a busboy.

The required number of waiters or server is usually calculated based on

the productivity standard. This is based on the minimum number of covers
(guests) or tables to be served within a meal period. The standard varies for
VISION MISSION
The leading center for academic and technological excellence and prime Develop competent and morally upright professionals and generate
catalyst for a progressive and sustainable Quirino Province and appropriate knowledge and technologies to meet the needs of
Southern Cagayan Valley. Quirino Province and Southern Cagayan Valley.

“Unleashing Work skills”

 QUIRINO STATE UNIVERSITY
DIFFUN CAMPUS
Diffun, 3401 Quirino

COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT

each type of productivity standard. Most large and medium-sized food
establishments use the following manning ratio:

• 1 waiter for every 14-15 customers ( for American or Plate

Service)
• 1 waiter for every 10-12 customers ( for Russian service)
• 1 waiter for every 5 customers ( for French Service with table side
preparations)
• 1 waiter for every 20-25 customers ( for buffet service)
• 1 waiter for every 20-25 customers or 4-5 tables for family or
Lauriat service and for buffet.

A trained, professional waiter can easily handle up to 13-15 customers for

a la carte or plated service for as long as he concentrates on order taking and
serving of orders and he is supported by a busboy or runner who assembles
and picks up finished orders from the kitchen, clears soiled dishes and do
other service errands.

The organizational set up of the service brigade is illustrated as follows:

JOB DUTIES OF SERVICE PERSONNEL

HEADWAITER
Basic Function: Oversees food and beverage operations in his assigned outlet;
ensures that service is carried out in accordance with prescribed standards
and policies.
Specific Duties:

VISION MISSION
The leading center for academic and technological excellence and prime Develop competent and morally upright professionals and generate
catalyst for a progressive and sustainable Quirino Province and appropriate knowledge and technologies to meet the needs of
Southern Cagayan Valley. Quirino Province and Southern Cagayan Valley.

“Unleashing Work skills”

 QUIRINO STATE UNIVERSITY
DIFFUN CAMPUS
Diffun, 3401 Quirino

COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT

 Monitors the necessary preparations before the start of operations and sees
to it that all needed supplies are available and in good condition.
• Maintains par stock of dining supplies and equipment. Make requisition as
needed.
• Coordinates with the kitchen regarding out of stock items and new
promotions and disseminates said information to all dining staff.
• Conducts regular briefing and inspection among his staff before the start of
operations.
• Monitors the performance of his staff and sees to it that they follow standard
procedures and abide by existing house rules.
• Moves around the dining area to check if there are unattended guest for
unattended service requests, delayed orders and other concerns.
• Receives, greets and entertains customers, attends to their needs, inquiries,
concerns and complaints.
• Prepare staff schedule, side duties and assignments.
• Conducts weekly meetings with staff to discuss operational issues.
• Looks after the set-up, appearance and cleanliness of the outlets.
• Supervises the safekeeping and inventory of equipment/supplies.
• Assist in taking and serving orders whenever needed.
• Performs assigned administrative functions.
• Personally attends to very important guests.

CAPTAIN WAITER OR STATION HEAD

Basic Function: Oversees the set-up and delivery of service in his/her station.
Specific Duties:
 Supervises mise-en-place presentation, checks availability of par stock.
 Oversees the set-up of the outlet and ensure that all needed supplies are
properly installed and provided for.
 Monitors table service and the clearing of tables in his area.
 Closely coordinates with his/her superior regarding the requirement
and operational problems in his assigned station.
 Assist in order taking and service during peak hours.
 Monitors the use of supplies and takes measures to control losses and
wasteful consumption.
 Supervises daily inventory and submits inventory report to superior.
 Prepare and submits reports and documents that are required by
management like bar and stock inventory.
 Attends to guest complaint and requests.
 Ensures guest’s satisfaction, solicits feedback from them regarding the
service and food and attends to their needs and concerns.
 Trains and Coaches’ staff regarding service procedures.
 Assists in taking and serving wine order.
 Undertakes tableside preparation in the absence of a chef.
 Performs other duties as maybe assigned by superior.

RECEPTIONISTS
Basic Function: welcomes and greet customers at the entrance and escorts
them to their tables.
Specific Duties:
• Receive guest, welcomes and greets them and escorts them to their
assigned or chosen tables.
• Receives and logs down reservation, informs the supervisor about the
details of such reservation.
VISION MISSION
The leading center for academic and technological excellence and prime Develop competent and morally upright professionals and generate
catalyst for a progressive and sustainable Quirino Province and appropriate knowledge and technologies to meet the needs of
Southern Cagayan Valley. Quirino Province and Southern Cagayan Valley.

“Unleashing Work skills”

 QUIRINO STATE UNIVERSITY
DIFFUN CAMPUS
Diffun, 3401 Quirino

COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT

• Attends to inquiries, requests and complaints.
• Maintain and fills logbook/reservation book with the necessary
information and keeps all reservation signs in place.
• Assists in the preparation of mise-en-place and in taking food orders.
• Monitors movement in the outlet and reports to the supervisor any
unusual incident or suspicious persons.

WAITER
Basic Function: Takes and serves food and beverage order according to
prescribed standards of service.
Specific Duties:
• Upon reporting of duty, checks the logbook for endorsements and
instructions.
• Looks after the necessary preparations before the start of operation
• Wipes/prepares the necessary containers, hollowware, napkins, tray
cutleries, other supplies.
• Refill salt and pepper shaker and other condiments.
• Checks and re-stocks service station with the required par stock.
• Set-up the table and installs required facilities.
• Familiarize himself with the menu and the outlets specialties;
performs suggestive selling and upselling.
• Takes note of out of stock items and suggests alternative dishes.
• Takes and serve food and beverage orders.
• Assist in placing orders and in picking up orders from the kitchen.
• Welcomes guests and assists them in getting seated.
• Attends to the settlement of the bill of guests.
• Attends to guest inquiries, requests and complaints.
• Assist the busboy in clearing soiled dishes, dirt and trash.

BUSBOY
Basic Function: Acts as dining room helper and runner.
Specific Duties:
• Assists waiters in mis-en-place preparation and table set-up.
• Serves bread and butter, coffee and tea
• Places orders to the kitchen and picks up prepared orders.
• Clears table of soiled dishes, dirt and mess.
• Changes soiled ashtray in smoking areas.
• Fills and refills water goblet with water.
• Does other errands in the dining room.

BARTENDER-BARISTA

Basic Function: Prepares drink orders according to prescribed standards.

Specific Duties:
• Prepares drink orders, including coffee, following standard recipe.
• Opens and set-up the bar, equips it with all the required pre-
opening supplies and stocks.
• Handles the safekeeping of bar supplies.
• Prepares consumption report of bar stocks.
• Reports losses, spoilage and damages to bar stocks.
• Accomplishes opening and closing inventory of bar stocks.
• Sees to it that the bar is properly stocked, clean and well
maintained.
• Attends to custody needs, requests and complaints at the bar
counter.
VISION MISSION
The leading center for academic and technological excellence and prime Develop competent and morally upright professionals and generate
catalyst for a progressive and sustainable Quirino Province and appropriate knowledge and technologies to meet the needs of
Southern Cagayan Valley. Quirino Province and Southern Cagayan Valley.

“Unleashing Work skills”

 QUIRINO STATE UNIVERSITY
DIFFUN CAMPUS
Diffun, 3401 Quirino

COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT

• Checks availability of bar stocks and makes requisition when
needed.
• Serves drinks from the bar counter.

PREPARING THE RESTAURANT FOR SERVICE

For a more efficient service, the headwaiter shall follow an organized

system of work distribution and mis-en-place preparation. All requirements are
able to prepare in advance to avoid delays in service.

VISION MISSION
The leading center for academic and technological excellence and prime Develop competent and morally upright professionals and generate
catalyst for a progressive and sustainable Quirino Province and appropriate knowledge and technologies to meet the needs of
Southern Cagayan Valley. Quirino Province and Southern Cagayan Valley.

“Unleashing Work skills”

 QUIRINO STATE UNIVERSITY
DIFFUN CAMPUS
Diffun, 3401 Quirino

COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT

DISTRIBUTION OF SIDE DUTIES AND CHECKING OF ATTENDANCE (to be

undertaken before start of operations by the Headwaiter)

• Check logbook for endorsement of outgoing shift and the reservations for
the day.
• Assemble all service personnel and check attendance. Log down those
who are absent.
• Check grooming of waiters and other service staff against grooming
standards.
• Distribute side Duties and assignments of service staff i.e. table
assignments, equipment to clean and wipe, cleaning assignments, etc.
• Conduct staff orientation, give reminders, inform staff about new items
for the day, out of stock items and new policies if any.

Restaurant Equipment and Supplies

Used by the restaurant with the

table side preparation. In a French
service, the Chef or captain prepares
dishes n this cart. It is positioned
beside the guest’s table.

Flambē Cart (Mobile)

This trolley is used for pick up of

soiled dishes and for transporting
them to the dishwashing area.

Bussing Trolley

This portable folding try is used to

assemble food orders before they are
served to the guests. It is placed
right beside the guest table.

VISION MISSION
The leading center for academic and technological excellence and prime Develop competent and morally upright professionals and generate
catalyst for a progressive and sustainable Quirino Province and appropriate knowledge and technologies to meet the needs of
Southern Cagayan Valley. Quirino Province and Southern Cagayan Valley.

“Unleashing Work skills”

 QUIRINO STATE UNIVERSITY
DIFFUN CAMPUS
Diffun, 3401 Quirino

COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT

Folding Side Tray

Glasses are stored in this rack. The

divider in the rack is designed to
prevent glass to glass contact which
can cause breakage.

Glass Divider Rack

Used for racking and storage of

china wares.

China Rack

This board is used to write menu for

the day, chefs specials, special
promos, etc.

Menu Board

Used in assembling and serving food

and drinks . The round one is a bar
tray with a cork for serving and
bussing beverages. The rectangular
and oval trays are designed to plated
VISION MISSION
The leading center for academic and technological excellence and prime Develop competent and morally upright professionals and generate
catalyst for a progressive and sustainable Quirino Province and appropriate knowledge and technologies to meet the needs of
Southern Cagayan Valley. Quirino Province and Southern Cagayan Valley.

“Unleashing Work skills”

 QUIRINO STATE UNIVERSITY
DIFFUN CAMPUS
Diffun, 3401 Quirino

COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT

foods and other dishes.

Service Trays

Cutleries are gathered in this rack

during the set up and clearing
Among fastfoods. Rack B is used
and placed in line with the food
display. It is plugged to an electric
outlet for sanitizing purposes.

Cutlery Rack

Serves as container of Bread

Bread Basket

The menu stand is where a menu is

clipped and the table number is
used to designate the number of the
table

Menu Stand and Table Number

Contains list of dishes for the

selection of customers.

VISION MISSION
The leading center for academic and technological excellence and prime Develop competent and morally upright professionals and generate
catalyst for a progressive and sustainable Quirino Province and appropriate knowledge and technologies to meet the needs of
Southern Cagayan Valley. Quirino Province and Southern Cagayan Valley.

“Unleashing Work skills”

 QUIRINO STATE UNIVERSITY
DIFFUN CAMPUS
Diffun, 3401 Quirino

COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT

Menu

Change of the customers, if any, is

placed on this change tray.

Change Tray and Bill Tray

The condiment stand carries

condiments while the sauce boat is
a container for sauces and gravy.

Sauce Boat Oil and Vinegar Container

These decorative accessories are

placed at the center of the table.
During breakfast and lunch its
usually the flower vase that is set
and during dinner the candelabra is
preferred.

Flower Vase and Candelabra

VISION MISSION
The leading center for academic and technological excellence and prime Develop competent and morally upright professionals and generate
catalyst for a progressive and sustainable Quirino Province and appropriate knowledge and technologies to meet the needs of
Southern Cagayan Valley. Quirino Province and Southern Cagayan Valley.

“Unleashing Work skills”

 QUIRINO STATE UNIVERSITY
DIFFUN CAMPUS
Diffun, 3401 Quirino

COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT

Straw dispenser is for dispensing

straws. The tong is for serving ice
and other items.

Straw Dispenser and Tong

For serving water

Water Pitcher

Container for salt and pepper

Salt and Pepper Shaker

Used for Russian/English service

wherein soup is dished out by
waiter from the soup tureen to the
guest’s soup bowl.

Soup Tureen

VISION MISSION
The leading center for academic and technological excellence and prime Develop competent and morally upright professionals and generate
catalyst for a progressive and sustainable Quirino Province and appropriate knowledge and technologies to meet the needs of
Southern Cagayan Valley. Quirino Province and Southern Cagayan Valley.

“Unleashing Work skills”

 QUIRINO STATE UNIVERSITY
DIFFUN CAMPUS
Diffun, 3401 Quirino

COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT

Formal dining usually use the cloth

table napkin while casual dining use
the paper napkin.

Table Napkin

Caddy is an organizer. Napkins are

collected on a napkin caddy,
condiments, coffee, creamer, sugar
in sachet are best organized in a
caddy container.

Caddy containers

In the absence of a table cloth, a

placemat is used. Flatwares are not
supposed to lie flat on uncovered
surfaces that might be
contaminated with dust/dirt.

Placemat

VISION MISSION
The leading center for academic and technological excellence and prime Develop competent and morally upright professionals and generate
catalyst for a progressive and sustainable Quirino Province and appropriate knowledge and technologies to meet the needs of
Southern Cagayan Valley. Quirino Province and Southern Cagayan Valley.

“Unleashing Work skills”

 QUIRINO STATE UNIVERSITY
DIFFUN CAMPUS
Diffun, 3401 Quirino

COLLEGE OF HOSPITALITY INDUSTRY MANAGEMENT

Clipboard is an organizing tool.

Event order, reservations, other
important information maybe
clipped here for easy access and
reference.

Clipboard

VISION MISSION
The leading center for academic and technological excellence and prime Develop competent and morally upright professionals and generate
catalyst for a progressive and sustainable Quirino Province and appropriate knowledge and technologies to meet the needs of
Southern Cagayan Valley. Quirino Province and Southern Cagayan Valley.

“Unleashing Work skills”