F&B REVIEWER

1. SEGMENTS OF THE FOODSERVICE INDUSTRY

Food establishments, and the clients they serve, are very different. The market, concept and menu can also be used to
classify foodservice operations. They may be classified as commercial and institutional.

2. COMMERCIAL FOODSERVICE ESTABLISHMENTS

Commercial properties are foodservice operations that compete in a free market and are open to all customers. For a
commercial establishment, the profitability of its operation is a significant objective attainable by satisfied customers
who continue to patronize and/or tell others where to dine for excellent food, service, location, and sanitation and
safety.

For the commercial operations, there is no single definition of the various classifications of restaurants, perhaps because
it is an evolving business. Some restaurants may fall into more than one category, for instance a restaurant can be both
ethnic and quick service.

2.1. FULL-SERVICE RESTAURANTS

FULL-SERVICE RESTAURANTS may be formal or casual and may be further categorized by price, décor/atmosphere,
level of formality, and menu. Restaurant types included in this category are fine dining, casual upscale, theme, celebrity,
and steak houses.

 Fine Dining - A fine dining restaurant is one where a good selection of menu item is offered, generally at least
fifteen or more different entrees cooked to order, with nearly all the food being made on the premises from scratch
using raw or fresh ingredients. Many of these restaurants serve haute cuisine, which is French term meaning elegant
dining or high food. This category of restaurant is sometimes referred to as “white tablecloth.” The level of service in
fine dining restaurants is generally high, with a hostess or host to greet and seat patrons. Captains and food servers
advise guests of special items and assist with the selection of dishes during order taking. Some upscale or luxury full-
service restaurants have table-side cooking and French service from a gueridon cart.

 Casual Upscale Restaurants - These types of restaurants offer popular food in settings that are more appealing
than a casual restaurant. Dining here is less consuming and less elaborate than the fine dining restaurants, however
they still employ a professional and attentive service. Menu specialties are highly diverse. Many restaurants have an
ethnic theme. The theme serves to augment the diner’s experience.

 Theme Restaurants - Are a combination of a sophisticated specialty and several other types of restaurants. They
generally serve a limited menu but aim to wow the guest by the total experience. People are attracted to theme
restaurants because they offer a total experience and a social meeting place.

 Celebrity Restaurants - Celebrity-owned restaurants have been growing in popularity. Celebrity-restaurants

generally have an extra zing to them – a winning combination of design, atmosphere, food and perhaps the thrill of
an occasional visit by the owner(s).

 Steak Houses - The steak restaurant segment is quite buoyant in spite of nutritional concerns. The upscale steak
dinner houses continue to attract the expense account and occasion diners. Some restaurants are adding additional
value-priced items like chicken and fish to their menus in order to attract more customers.
2.2. MIDSCALE RESTAURANTS
Midscale restaurant operating system closely resembles the QSR format. Their production system have been simplified
through the development of specialized menus that serve to reduce the skill level required of employees.

 Bistro/Trattoria - These refers to restaurants that ranger from white-tablecloth establishments, with a range of
food styles, to animated and bustling bare-bones places serving simple fare and beverages. The original bistro or
trattoria was a family-run establishment serving simple food. Today, the term refers to any simple, cozy restaurant.

 Family Restaurants - Evolved from the coffee shop style of restaurant. In this segment, most restaurants are
individually, or family operated. Family restaurants are generally located in or with easy access to the suburbs. Most
offer an informal setting with a simple menu and service designed to please all of the family.

 Ethnic Restaurant - The majority of ethnic restaurants are independently owned and operated. The owners and
their families provide something different for the adventurous diner or a taste of home for those of the same ethnic
background as the restaurant. The traditional ethnic restaurants sprang up to cater to the taste of various immigrant
groups – Italian, Chinese, and so on.

 Pizza Restaurants - Once depended almost exclusively on pizza. In recent years, however, pizza restaurants have
extended their product line to appeal to more customers. Newer items that have appeared on the menus include
breads, salads, chicken wings, pastas, and sandwiches. Pizza restaurants include Greenwich, Lots a Pizza, Shakey’s,
and Pizza Hut.

2.3. CASUAL RESTAURANTS

Casual restaurants provide a relaxed atmosphere and reasonably prized menus. This trend towards casual dining merely
reflects the mode of society. They have become fun places to let off steam. Many casual dining restaurants have a
casual, eclectic décor that may promote a theme.

 Specialty Restaurants - feature a particular kind of food that is usually theme related, such as steaks, food, or
pasta. Example: Bagoong Republic.

 Commercial Cafeterias and Buffets - Commercial cafeterias are set up similarly to cafeterias in schools. The food
is pre-prepared and served from steam tables to customers who walk through a line and pay for each item
individually. Commercial cafeterias provide more menu choices and are open to the public. Buffet restaurants, on
the other hand, are similar to commercial restaurants operationally but differ from the customer’s perspective.
Their main differentiating quality is the scatter buffet concept, where restaurants guests go to different “stations” in
the dining room to retrieve their food, with each station offering different types of food.

 Coffee houses - Are among the fastest growing foodservice concepts. Many coffeehouses provide a place where
patrons father to talk, read the newspaper, and enjoy a later or cappuccino. Coffeehouses offers light food in
addition to drinks offered.

2.4. QUICK-SERVICE RESTAURANTS

These establishments consist of diverse operating facilities whose slogan is “quick food.” Quick Service or fast-food
restaurants offer limited menus featuring food and other items for the convenience of people on the go. Customers
order their food at a counter under a brightly lit menu featuring color photographs of food items.
 Take-out or Take Away - Takeout is an old, established part of foodservice. Nearly all quick-service operations
offer take-out meals. In this type of service, the customer orders and is served from single point, at counter, hatch or
snack stand; customers consumes food off the premises, while some take-away establishments provide seating.

 Drive-Thru - Drive thru restaurants are usually part of an existing quick-service restaurant. The concept essentially
means that you drive in, place your order, receive your food, pay for it and drive out.

 Delivery Services - Delivery services are operations that deliver prepared foods to customers’ homes. Delivery
service also characterizes meals-on-wheel, as well as urban restaurants that deliver to a neighborhood. You call the
operation to place an order after looking at restaurant menus from your home. The delivery service will process
your order and deliver it to you.

2.5. CATERING OPERATIONS

Catering operations prepare and serve food to groups of people gathered for a specific purpose, such as attending a
meeting or celebrating a wedding. People in the catering business are normally flexible and willing to meet reasonable
request for particular foods. Most are prepared to offer the client preplanned menus at various price levels for various
types of functions and to adjust any of these to meet the client’s needs or desires.

 On-Premise Catering - Indicates that the function is held exclusively within the caterer’s own facility. All of the
required functions and services that the caterer executes are done exclusively at their own facility.

 Off-Premise Catering/ Social Caterers - These enterprises prepare food in one location, then deliver it and serve
it at another location. Services provided range from simple food and beverage preparation and service to complete
party planning and set-up.

2.6. COMMERCIAL FOOD SERVICES WITHIN OTHER BUSINESSES

Historically, restaurants have often been connected to other businesses. Early inns and taverns offer rooms and meals.
In the present time, a lot of businesses provide foodservice in their establishment to encourage spending more time
within their establishment, which in turn influence an increase of sales.

 Hotel/Motel Foodservice Operations - Foodservice in lodging establishments has become secondary concern
to the primary course of providing lodging, as these outlets become a new profit source. The emphasis on quality,
creativity and a more casual atmospheres enabled many lodging institutions to attract hotels to their restaurants.
Many hotels have also begun to aggressively market their banquet facilities.

 Food Courts - are an enhancement of the store-based restaurant concept. Food courts provide variety and
convenience in fast-food choices for shoppers. Trends in food courts include the development of the mini-food
courts. These mini food-courts are being added to schools, university campuses, hospitals, airports, and
supermarkets.

 Convenience Stores - and gas stations have also added take-out restaurant operations, specializing in frozen
drinks, coffee and donuts, soups, hot dogs, and items that can be heated by the customer in the store’s microwave.
3. MANAGED SERVICES
What once was known as institutional, non-commercial, or on-site foodservice is now known as managed
services Managed services companies generally have two clients they must satisfy. Their first clients are the employees
and guests of the operation for which they are working. The second client is the management of the company they are
working for. The sale of food is secondary goal and typically is not for profit.

 Health-Care Organizations. Food service in health care institutions takes on a different component than other
areas of food service. In these organizations, there should be a careful analysis of nutritional content of foods and
menu items and assess possible food/drug interactions. Although of vital importance in all foodservice operations,
sanitary food preparation in health-care facilities is exceptionally critical since ill patients can be especially
vulnerable to foodborne disease.

 Schools, Colleges, and Universities - Foodservice in educational settings is the largest segment of managed
services. Services in these institutions range from standard cafeteria to foodservice in residential housing units,
retail foodservice sales, and concession sales. The problem faced by these organizations is that the students, once
though to be a captive audience, now are more mobile, forcing the foodservice provider to compete with local
foodservice operators. This has forced these operations to expand and diversify their offerings to satisfy the needs
of the changing market.

 Business and Industry - Many large businesses and industries provide foodservice and other services to their
employees. Food service can be offered in employee cafeterias, executive dining rooms, vending machines, at
catered events, coffee outlets and convenience stores. Foodservice offered at places of business generally helps to
keep up morale, increase productivity, and help to retain employees.

 Airlines - In general, airline food is produced at a facility that is a cross between a traditional kitchen and a food
processing plant. Airlines are meeting modern challenges in several ways. The menu offered to travelers is limited by
transportation and storage constraints. They have cut back on food on short flights and during off-hours. They have
changed their menus to include low-fat, low-salt, and other more nutritious items. Finally, for those flying first class
the airlines offer gourmet meals, complete with vintage wines.

 Military - Foodservice operations in the military vary widely in size, type, and location, ranging from ships’ galleys
to open mess halls, officers’ clubs, and field operations. In these operations, challenges such as extensive
warehousing capacity, overcoming field and shipboard operations constraints, careful monitoring of food purchases
to obtain the “best-buys”, and such, are evident.

 Correctional Institutions - Typically foodservice operations in correctional institutions involve large production
kitchens, storage areas, and dining rooms. Kitchens are designed to keep lines of sight open, and equipment
contains security features to ensure the safety of guards and inmates.

LESSON 3
1. DUTIES AND RESPONSIBILITIES OF FOODSERVICE PERSONNEL
Among food and beverage operations that are not set within hotels, the organization might resemble the food and
beverage section of the hotel organizational charts. Every restaurant has a dining room brigade of some sort, based
however distantly, on the classic model. A dining room brigade is designed to serve guests efficiently, according to the
type and price level of the menu, the style of service, and the physical structure of the restaurant. Smaller operations
may combine a number of these responsibilities.
 Food and Beverage Manager. The F & B manager plans, organizes, directs and controls the delivery of service in all
outlets, guestrooms and banquets, and sees the implementation of agreed policies or for contributing to the setting
of policies. The larger the organization the less likely the manager is to be involved in policy setting. In general, food
and beverage managers are responsible for:

 ensuring that the required profit margins are achieved for each food and beverage service area, in each
financial period
 updating and compiling new wine lists according to availability of stock, current trends and customer needs
 compiling, in liaison with the kitchen, menus for the various food service areas and for special occasions
 purchasing of all materials, both food and drink
 ensuring that quality in relation to the price paid is maintained
 determining portion size in relation to selling price
 ensuring staff training, sales promotions, and the maintenance of the highest professional standards
 employing and dismissing staff
 holding regular meetings with section heads to ensure all areas are working effectively, efficiently and are
well coordinated.

 Maître d’hôtel (Restaurant Manager/Host) - Traditionally, the manager of the house, with responsibility for
the entire operation. At present times, this position is filled by the manager or host. He has overall responsibility for
the organization and administration of particular food and beverage service areas. These may include the lounges,
room service (in hotels), restaurants and possibly some of the private function suites. It is the restaurant manager
who sets the standards for service and is responsible for any staff training that may be required, either on or off the
job. They may make out duty schedule, holiday lists and hours on and off duty, and contribute to operational duties
(depending on the size of the establishment) so that all the service areas run efficiently and smoothly.

 Chef de Salle (Dining Room Manager) - Next in line is the chef de sale, or dining room manager who is
responsible for the service provided in the dining room. This person organizes and supervises the service staff. He is
overall charge of the staff team and is responsible for seeing that all the pre-preparation duties necessary for service
are efficiently carried out and that nothing is forgotten. He will aid the reception headwaiter during the service and
will possibly take some orders if the station waiter is busy. He also helps with the compilation of duty rotas and
holiday lists and may relieve the restaurant manager or reception headwaiter on their days off.

 Chef de Rang (Captain Waiter) - Chef de rang literally means experienced server. Known as the chief of station,
this person is usually in charge of service in a particular section and sets of tables known as a station. He takes the
guest’s order after explaining the menu, answers questions guest may have, and assists the commis de rang in
serving food. In addition, the captain may carry out appropriate tableside preparations such as finishing salads or
adding special sauces to certain dishes they are served. The captain also performs the classical position of
a trancheur (carver), which prepares the carving trolley and the carving of joints at the table as required. A captain
has more interaction with the guest than any other service person.

 Demi-Chef de Rang (Assistant Station Waiter) - The assistant station waiter or demi-chef de rang is the person
next in seniority to the station waiter and assists as directed by the station waiter. He provides service to a particular
set of table within the restaurant area. The chef de rang will normally have had less experience than a station
headwaiter.

 Sommelier/Chef de Vin (Wine Steward) - A sommelier is an expert in wine selection and service and directs
guest to appropriate wine choices. He is responsible for the service of all alcoholic drinks and non-alcoholic bar
 drinks during the service of meals. This employee should have a thorough knowledge of all drink to be served, of the
best wines and drinks to go with certain foods, and of the liquor licensing laws in respect of the particular
establishment and area. He is responsible for creating the wine list, purchasing, inventory and proper wine service.
In small establishments, this job is sometimes performed by the captain.

 Commis de Rang (Front Waiter) - Second in command of the station, he takes the order from the captain or
assists in taking the order, relays it to the kitchen, and serves the food with the assistance of the captain. He may
also assist the commis de suite (back waiter) in bringing the food from the kitchen.

 Commis de suite (back waiter) - Also known as food runner, this person is responsible for bringing drinks and
food to the front waiter, sets up the gueridon as needed, helps clear, and generally assists the front waiter.

 Commis de débarraseur (Apprentice) - The débarraseur is the ‘learner,’ having just joined the food service staff.
This is a waitstaff in training, so during the service, he is responsible for stocking side stands and gueridons, and for
cleaning during the preparation time prior to service. While employed primarily to clear the tables of soiled items,
the bus persons often assist with bread and water service.

 Receptionniste (Receptionist) - Greets and occasionally seats the guests, take reservations, and looks after the
front desk area. In casual restaurants, this position often replaces those of maître d’hôtel and captain.

Other Key Positions in Food Service Operations/Specialists:

 Banquet Manager - The person responsible for directing catering and banquet functions. He plans, organizes,
directs, and controls the set-up and service for all banquet functions. Under him are the Banquet Captain, Banquet
Attendants and Receptionists, Banquet Custodian, and Banquet Waiters.

 Bartender/Mixologist - This person is responsible for preparing/mixing and/or serving alcoholic and non-alcoholic
beverages according to prescribed standards. They should have a thorough knowledge of all alcoholic and non-
alcoholic drinks being offered within the establishment, the ingredients necessary for the making of cocktails, and
have knowledge of the requirements of the liquor licensing laws to ensure legal compliance. A mixologist is a person
who mixes and serves alcoholic beverages at a bar. The term is also used for people who are creators of new mixed
drinks. They may also be called a cocktail maker, a cocktail bartender or simply a bartender. Mixology is the art of
making mixed drinks.

 Barista - The word barista is of Italian origin. In Italy, a barista is a male or female bartender who typically works
behind a counter, serving both hot and cold beverages as well as alcoholic beverages. Although it does not mean
specifically a person who makes various types of espresso-based coffee, it is now often used with this meaning.

 Bar Attendant/Cocktail Server - This person is responsible for taking and serving drinks according to prescribed
standards of service.

 Bar Helper/Bar Back - He is responsible for assisting the bartender in the daily operations of the bar; acts
as runner and helper in the bar.

 Cashier - The cashier is responsible for the takings of food and beverage operation. This may include making up
bills from food and drink checks or, alternatively, in a cafeteria, for example, charging customers for their selections
of items on a tray.
 Chef de Buffet (Buffet Assistant) - The chef de buffet is in charge of the buffet in the room, its presentation, the
carving and portioning of food and its service. This staff member is usually a member of the kitchen team.

 Room Service Waiter - The room service waiter is responsible for service of all meals and beverages to guests in
rooms or suites. A thorough knowledge of food and drink, and their correct service, is therefore essential. Room
service of all meals and beverages throughout the day is normally only offered by a first-class establishment. In
smaller establishments room service may be limited to early morning teas and breakfasts with the provision of in-
room mini bars and tea and coffee facilities.

 Function Catering/Banqueting Staff/Events Staff - In establishments with function catering facilities there will
normally be a certain number of permanent staff. These will include the banqueting and conferencing manager, one
or two assistant managers, one or two headwaiters, a dispense person and a secretary to the banqueting and
conferencing manager. All other banqueting, conferencing and events staff are normally engaged as required on a
casual basis. In small establishments, where there are fewer events, the manager, the assistant manager and the
headwaiter will undertake the necessary administrative and organizational work.

2. F&B STAFF ATTITUDES AND COMPETENCIES

Each member of the F&B department hierarchy needs to have the following traits and skills:

 KNOWLEDGE
Awareness of one’s responsibilities and roles, appropriate knowledge of food items, food and beverage pairing,
etiquettes, and service styles is a great way to build confidence while serving the guests. In the interest of customers
the staff should have a certain knowledge of the area in which they work so they may be able to advise the guests
on the various forms of entertainment offered, the best means of transport to places of interest and so on.

 APPEARANCE
It creates the first impression on the guests. The F&B staff members must maintain personal hygiene, cleanliness,
and professional appearance while being on duty.

 ATTENTIVENESS
Attentiveness is paying sincere attention to details, memorizing the guests’ needs and fulfilling them timely with as
much perfection as one can put in.

 BODY LANGUAGE
The F&B Services staff needs to conduct themselves with very positive, energetic, and friendly gestures.

 EFFECTIVE COMMUNICATION
It is very vital when it comes to talking with co-workers and guests. Clear and correct manner of communication
using right language and tone can make the service workflow smooth. It can bring truly enhanced experience to the
guests.

 PUNCTUALITY
Punctuality is all-important. If staff are continually late on duty it shows a lack of interest in their work and a lack of
respect for the management and customers. The F&B Services staff needs to know the value of time while serving
the guests. Sincere time-keeping and sense of urgency helps to keep the service workflow smooth.
 HONESTY AND INTEGRITY
These two core values in any well-brought-up person are important for serving the guests in hospitality
sector. Honesty Trust and respect in the triangle of staff, customer and management relationships leads to an
atmosphere at work that encourages efficiency and a good team spirit among the food and beverage service
operators.

 PERSONALITY
Staff must be tactful, courteous, good humored and of an even temper. They must converse with the customer in a
pleasing and well-spoken manner and the ability to smile at the right time pays dividends.

 ATTITUDE TO CUSTOMERS
The correct approach to the customer is of the utmost importance. Staff must provide service but should not be
servile, and should be able to anticipate the customer’s needs and wishes. A careful watch should be kept on
customers during the service (but without staring) to check the progress of the meal.

 MEMORY
A good memory is an asset to food and beverage service staff. It may help them in various ways in their work if they
know the likes and dislikes of customers, where they like to sit in the food service area, what are their favorite
drinks, and so on.

 LOYALTY
The staff’s obligations and loyalty are firstly to the establishment in which they are employed and its management.

 CONDUCT
Staff conduct should be impeccable at all times, especially in front of customers. The rules and regulations of an
establishment must be followed and respect shown to all senior members of staff.

 SENSE OF URGENCY
In order for the establishment to generate the maximum amount of business over the service period, with as high a
net profit as possible, staff must develop a sense of urgency in their work.

 CONTRIBUTION TO THE TEAM

Above all, staff should be able to work as part of a team within and between departments.

PERSONAL AND PROFESSIONAL HYGIENE

First impression last. This must be taken into consideration in creating the image of the establishment, an image that
would assert the success of the restaurant business.

How you look and the first impressions you create are more often than not seen as a reflection of the hygiene standards
of your restaurant and the quality of service to come.

Personal hygiene is (or should be) an integral part of the food quality and safety for each and every food service
business.

Hygiene is defined as maintenance of germ-free environment and prevention of contamination of food from disease
producing agents. Following work habits and practices make the food service employees capable of maintaining
personal hygiene and sanitation and as well as of workplace.
Hygiene is a personal responsibility of every food service personnel. They could be prosecuted if a customer suffers
because of failure to maintain good standards of hygiene.

Cleanliness comes from:

 Bathing or showering every day before work

 Using deodorant/antiperspirant every day before work
 Brushing teeth every day before work
 Shampooing hair regularly

It also comes from washing hands thoroughly:

 Before going on duty

 After sneezing or coughing, touching something soiled, taking a break, smoking a cigarette or going to the
bathroom

Likewise, all staff should be aware of the factors listed below and it is their individual responsibility to ensure that they
are put into practice:

1. Keep your uniform clean and well pressed.

2. Wear comfortable shoes and keep them clean.

3. Never let any hair fall into food. Adopt a style that is easy to keep and tidy and will keep your hair off your face.

4. Jewelry and perfume should only be worn in accordance with the establishment’s rules.

5. Cut down smoking, alcohol, drugs and sleep a lot.

6. Keep your hands away from your face, especially your mouth and nose.

7. Any cuts or burns should be covered to avoid the risk of contaminating food.

8. Any illness or infection should be reported to your supervisor.

9. Avoid mannerisms.

10. Bring handkerchief.

11. Females should only wear light make-up, avoid the ghost-like foundation.

Quality service requires the use of appropriate serving equipment and utensils. Every dining personnel must be familiar
with the various equipment and supplies for dining service.

An appealing and noticeable dining area would ensure guest satisfaction of not only from the food being served but also
in the table appointments being used.

However, once a food has been prepared for serving, it will no longer undergo any heat treatment. It is therefore
important not to re-contaminate food by practicing proper serving methods that will ensure the customers of safe and
hygienic food.
1. FOODSERVICE TOOLS AND EQUIPMENT
There are different varieties of F&B Service Equipment use in the hospitality establishment today. Table appointments
are items that are used to set and decorate a table for a sit-down or buffet-style meal. It is important to be familiar with
the different foodservice tools and equipment because:
- Quality service requires the use of appropriate table appointments, serving equipment and utensils.
- Every dining personnel must be familiar with the various equipment and supplies for dining service.
These include:
 Cutleries
 Dishware
 Glassware
 Hollowware
 Table accessories
 Linens
 Special equipment for fine dining

1.1. BASIC CUTLERY

FORK USE
1. Dinner fork/Table Main course
fork
2. Oyster fork Shellfish cocktail/oysters
3. Pastry fork/cake fork Cakes and pastries
4. Fruit fork/ dessert fork Dessert
5. Snail fork Used to extract the snail
from its shell
6. Salad fork Salad
7. Serving fork To serve food

SPOON USE
1. Dinner spoon / Main course
tablespoon
2. Soup spoon Soup
3. Serving spoon To serve food
4. Demitasse spoon Coffee
5. Parfait spoon/iced-tea For tall glasses
spoon
6. Dessert spoon Dessert
7. Teaspoon Dessert / Tea

CUTLERY USE
1. Dinner knife / Table Main course
knife
2. Salad knife Salad / appetizer
3. Dessert knife Dessert
4. Steak knife Steak
5. Fish knife Fish and seafood
6. Bread and butter knife For bread and butter
1.3. BASIC PLATEWARE
1. Cover / Show Plate - 13”- 14” in diameter used as under liner for dish prior to main course.

2. Dinner Plate - 11”- 12” in diameter used for main dish.

3. Fish Plate - 9”- 10” in diameter- used for fish dishes.

4. All Purpose Plate - 7” - 8” in diameter use for appetizer, salad, and dessert.

5. Bread & Butter Plate - 5”- 6” in diameter a side plate for bread and butter.

Deep plate 8" used for soup or salad

Soup bowl 5” – 6” Used for soup
Cup and saucer Used for coffee or tea
/ cup
Demitasse cup Smaller in size. Used for
and saucer / coffee, tea, or hot
coffee cup chocolate
Consomme’ cup Used for clear soup

1.4. GLASSWARE
Dining Room Glasses
 Water Goblet
 Red Wine Glass
 White & Rose Wine Glass
 Champagne Saucer
 Tulip Glass
 Flute Glass

Bar Glasses (Beer Glasses)

 Pilsner Glass is use for serving Pale Pilsen beer
 Mug Glass is use for serving all types of beer
 Pint Glass is use for serving Dark Beer or Stout
 Shot glass is use for serving drink "neat" or straight from the bottle
 Rock glass is use for spirit ONLY with ice "on the rocks"
 Hi-ball glass is use for serving spirit with mixer
 Brandy glass is use for serving brandy "neat" or straight from the bottle
 Martini glass is use for Martini Cocktail
 Irish coffee glass is use for serving Irish Coffee

UNFOOTED WARES STEMMED WARES

Old fashioned glass Water goblet
High ball glass Cocktail glass
Tumblers Champagne saucer
Juice glass Champagne tulip
Whisky sour Sherry
Pilsner Red / white wine glass
 Soda glass Brandy Snifter
Collins Sherbet
Parfait

1.6. TABLEWARE AND HOLLOWARE

Hollowware are tableware use table setting and service to enhance presentation.
Wine buckets, water pitchers, sauceboats, sugar & cream containers, salt & pepper shakers, flower vase are among such
items.

1.7. TABLE LINENS

Linen Selections
Until modern times tablecloths and napkins were made of linen, a natural fiber produced from flax. Today, the term
linen, however, still applies in a general sense to all fabrics used at or on the table.

Considerations in the Selection of Linen

1. The kind of linen to be used depends on the degree of formality of the foodservice establishment.
2. Color and pattern of the fabric is important, these factors contribute to the quality of the table setting. It is
important to keep it to the same tone.
3. Another important consideration is the serviceability of the fabric. It should be durable, versatile, attractive, and
economically suitable.
4. The handling, storage and laundry of linen must also be considered as this entails a large amount of expense.

TYPES OF LINENS
1. Tablecloth - This linen is used to cover the entire surface of the table with allowance for an overhang. For sit down
service, an overhang of 10-24 inches is used. For buffet service, overhang is floor length. Tablecloth is used if tabletops
are not attractive enough for display. Otherwise, for expensive and elaborately designed tables, elegant placemats are
used.

2. Silence Cloth or Molleton - This is a heavy pad of material underneath the tablecloth to improve the appearance of
the tablecloth, prevents the top cloth from sliding, to protect the table from hot dishes, to absorb moisture and to tone
down the sounds created when plates, serving dishes and flatware laid on the table.

3. Table Runners - These are long, narrow strips of cloth, usually decorative used on bare tables to add design, color,
and accent to the setting. They may be laid across the length or width of the table or both to separate covers.

4. Placemats - These are the most widely used table cover nowadays for practical reasons. Because of its small size, it
can be easily washed and kept. Placemats are available in different shapes, sizes, designs, and color. The standard size is
18 inches wide and 24 inches long. However, if the table is already covered with a tablecloth, it is no longer suggested to
use placemats.
5. Top Cloth - These are smaller pieces of cloth placed on top of tablecloths to protect the tablecloth and to create a
motif for functions.

6. Napkins/Serviette - These are small pieces of cloth used by the guest for wiping dirt from their face and prevent food
from dripping unto their laps. These vary in size and type of material used depending upon the use and occasion.

 Dinner Napkins – vary from 18” to 24” square.

 Luncheon Napkins – vary from 18” to 20” square.
 Breakfast Napkins – vary from 9 to 12” square.
 Tea Napkins – vary from 6” to 12” square.
 Cocktail Napkins – vary from 4” to 6” square.
 Paper Napkins – these are only used when there is no tablecloth.

7. Table Skirts - These are linens used to hide table legs and make a table more presentable. These are usually used for
buffet and service tables.

8. Trolley cloths and sideboard cloths - These are pieces of cloths only used for sideboards or side tables and trolleys to
cover small wares needed for service. These are not suitable for the guest’s table.

Other Equipment (Restaurant Trolley)

2. HANDLING SERVICE EQUIPMENT

Basic technical skills in handling service equipment:

Silverware:

 Always handle flatware at its “waist”.

 Use a cloth napkin to avoid fingertips
 Carry it in a folded napkin on top of a salad plate.

Glassware:

 Hold glass by its stem. Unfooted at the lower 1 1/2”

 Never hold by rim

2.1. SANITATION IN HANDLING EQUIPMENT

Sanitation standards in handling service equipment:

 Set up and serve only the clean and sanitized glasses, cutleries, chinaware & others.
 Equipment should not be exposed to contamination, keep them to a closed cabinet.
 Food delivered for room service must be covered to avoid bacteria contamination.
 All service equipment must be wiped dry with clean cloth to protect them from watermarks.
 Handle glasses by the stem or base, cutleries by the handles.
 Underline bowls with a plate and never serve them with the finger touching the rim.
 Avoid touching foods and cutleries with bare hands use ice scooper for ice, serving spoon & fork for dishing
out food.
 Never hold/serve the toothpick, straw or napkin with bare hands.
 When serving additional cutlery or napkin, place them in a small plate to avoid direct contact with the hand.
 The thumb should be kept away from the plate to avoid touching the sauce, meat or dish.
 When setting up cutleries and glasses avoid leaving finger marks on them by carrying trays or napkins.
 Never serve food & cutleries that have fallen on the floor.
 To protect from contamination, keep them covered.
 Wash and wipe dry food container before using them.
 Avoid placing foods on top of tables or counters.
 Check service station for cleanliness & neatness.
 Never serve cutleries, glasses, cups & chinaware that are oily and with finger marks, lipsticks or spot.

Safety of F&B Services Staff

Hygiene and safety of food starts right from selecting raw material carefully, preparing food with health and safety
cautiousness, and serving it in the clean environment.

The service staff must −

 Attend duty in clean and tidy uniform.

 Wear less jewelry while working. This avoids entangling articles and calling for trouble.
 Be aware of the equipment and their appropriate application.
 Be careful of handling hot food and beverages.
 Clear spillages on the floor immediately.
 Never run in the workspace.

What is a “Restaurant”
Term used to cover a wide variety of operations. Price, level and type of service, décor, styles, cuisines and
degree of choice varies enormously across the range of types of operation. Service ranges from full table service
to assisted service.

F&B SERVICE OPERATIONS

Food
 Cuisine Type
 Particular Specialty
 Etc.
Beverages
 Alcoholic Drinks
 Non-Alcoholic Drinks
WHY DO PEOPLE EAT OUT?
To escape from boredom, to socialize, to be waited on, to have food and environment different from home, for
convenience, for new experience, for self-esteem (in case of up-scale restaurant), celebrations, traveling, try different
foods, don’t want to cook, relaxing.

CUSTOMER TYPE
1. Commercial
▪ Non-captive: customer have a full choice

2.Subsidized or Welfare
▪ Captive: customer have no or few choices

FOOD SERVICE OPERATIONS

The “Dining” Market

 Food services predominantly serving customers social needs (meal eaten with others)

The “Eating” Market

 Food service operations focusing on customers’ biological needs.

 Fine Dining Food Service

 Casual Upscale Dining

THE DINING FOOD SERVICE

 Dining is predominantly a social event, therefore the service is highly important
 Servers must be friendly and accurate
 Customers’ demographics are essential
 This distinguished food service operations generally require 3 combined elements:
 A large market with high income (big city)
 Qualified Personnel: manual labour
 A special devotion from key personnel (owner, managers)

▪ Guests are older, more highly educated, have high income, are accustomed to dining out and traveling
▪ They expect careful, personal service: foods are prepared to order by highly skilled chefs and delivered by expert
servers
▪ Excellence is the absolute prerequisite because the prices charged are necessarily high
▪ The majority of customers are repeat customers who are maintained very carefully

 First Class Restaurant

Tend to be formal dining with classical preparation offering a high level of table service.
 Bistro
Often a smaller establishment, with tablecloths, bentwood chairs, cluttered décor. Offer honest, basic, and robust
cooking.

 BRASSERIE
This is generally a largish, styled room, with a long bar, normally serving one-plate items rather than formal meals
(though some offer both). Often it is possible just to have a drink, coffee or just a snack. Service by waiters, often in
traditional style of lone aprons and black waistcoats.

 GASTRO DOME
Slick modern interior design, coupled with similar approaches to contemporary cuisine and service. Busy and
bustling and often large and multileveled.

 INTERNATIONAL DESTINATION RESTAURANT

Often Michelin-starred fine dining restaurants, offering a distinctive personality, cuisine, ambience, beverages, and
service. Usually, table service at various levels but mostly personal and attentive. Generally considered as the home
of gastronomy. Expensive but value laden.

CASUAL UPSCALE DINING

▪ Currently there is a growing preference for things casual. The number of people dining at fine dining restaurant is
declining. Some of the reasons are:

 Growing price sensitivity

 The recession
 Health concerns about rich food

▪ Casual dining appeals to consumers on many levels

▪ Upscale dining constitutes those restaurants that are at the top end of the casual dining category
▪ Excellence in food is one of the appeals of these restaurants
▪ Menus are sophisticated, and service is topflight. However, meals are less time consuming, less elaborate and prices
are significantly lower compared to the fine-dining formal restaurants.
▪ Nevertheless, these restaurants deliver professional and attentive service.

 COFFEE SHOP
Similar to brasserie-style operations, often themed. May be open all day and serve all meal types from breakfast
through to supper.

▪ HEALTH FOOD AND VEGETARIAN RESTAURANT

Specialization of operations into vegetarianism and/or health foods (though vegetarian food is not necessarily
healthy), to meet lifestyle needs as well as dietary requirements.
THE EATING FOOD SERVICE

The eating food service caters primarily to the biological needs

▪ This category of food service is comprised of:

 Off-premises operations
• Takeaway/ out
• Drive through
• Delivery
 On-premises operations
• Quick-service restaurants
• Mid-scale restaurants
• Casual restaurants

OFF-PREMISE OPERATIONS
TAKEOUT

▪ Prepares foods for consumption off premises

▪ Foods may either be fully prepared in advance or packaged when ordered by a customer
▪ Customers take away food and eat somewhere else

DRIVE-THROUGH
▪ A customer can drive a vehicle to a window to obtain and pay for food without ever leaving the vehicle.

DELIVERY FOOD SERVICE

▪ Part of a restaurant service that delivers food to customers’ homes
▪ Delivery operations require:
▪ Vast parking area
▪ Well trained staff with special proficiency in telephone contacts
▪ A large fleet of vehicles with drivers
▪ Advantage: can be located in less expensive area

ON-PREMISE OPERATIONS

QUICK SERVICE RESTAURANTS

▪ They exist in every market of any size
▪ Quick service food cut across effectively a variety of demographic groups
▪ They use unskilled labor that results in very attractive prices
▪ They provide quick self-service reinforcing speed of service and lower costs
▪ They offer limited menus
▪ They require highly skilled management
MID-SCALE RESTAURANTS
▪ A type of quick-service operations
▪ Their production systems are simplified through the development of specialized menus that serve to reduce the
required employees’ skill level. This also holds down costs and increases speed of service

Type of Mid-Scale Restaurants

 PIZZA RESTAURANTS
- Originally a pizza restaurant offers only a single item
- In recent years, pizza restaurants extend their products to appeal to more customers, such as pizza with
thick crust or thin crust, pecking duck pizza, barbeque chicken pizza, etc.
- The cost of their food product and labor is low
- They labor costs usually low

 FAMILY RESTAURANT
- Caters to family groups – parents with children
- Usually include a broad range of menu items for everyone from child to grandparent
- Price is typically low or moderate
- Informal atmosphere, cheerfully decorated, bright and well lighted

Popular Catering & Fast-food Outlets

Developed from table service teashops and cafés through to steakhouses, and now incorporating snack bars, kiosks,
diners, takeaways and cafeterias, with modern-day burger, chicken and fish concepts, and with ethnic foods also being
incorporated.

 CAFETERIA
- A foodservice establishment that permits the customer to see the foods available and to make selections
from among those displayed and impose a great degree of self-service and food portions are
individually plated and price. Originally developed for the industrial feeding market but now seen in a
variety of sectors.

 BUFFET
- Characterized by a long table or counter on which a selection of varied foods area attractively displayed on
platters, in bowls etc.
- A set price is usually charged for each person

CASUAL RESTAURANTS
▪ Characterized by relaxed atmosphere and reasonably priced menus that appeal to multiple demographic market
segments.
▪ 3 Main Types of Casual Restaurants
- SPECIALTY RESTAURANT
- ENTERTAINMENT (THEMED RESTAURANT)
- ETHNIC RESTAURANT
SPECIALTY
▪ Features foods of a particular type, such as seafood, pancakes, chicken, vegetables, steaks, and sandwiches.
▪ Specialty restaurant in a hotel is usually the fine dining restaurant offering specialized menu complimented with
selection of fine wines, professional table service and inviting atmosphere

ETHNIC
▪ Specializes in food associated with a particular culture such as: Chinese, Mexican, Greek, German, Japanese, Italian,
Spanish, Thai, Indian cuisines

THEME RESTAURANTS
▪ Often international in orientation a restaurant designed around a particular theme and such as jungle, rainforest, or
music/opera, where waiting staff perform as well as serve. A theme is used or reflected in every element of the
establishment’s ambiance. They are mostly located in high-population areas and near tourist attractions.

RESTAURANT & BAR

 Public House - Licensed environment primarily for drinking alcoholic beverages incorporating the offer of a
variety of foods.

 Wine Bar - Often a mixture of bar and brasserie-style operations, commonly wine themed, serving a variety
of foods.

HOTEL FOOD & BEVERAGE OUTLETS

COFFEE SHOP
- A coffee shop is the casual restaurant of a hotel where coffee, other hot beverages and light meals are
normally served.
- It is normally open 24-hour, 7days a week.
- Buffet service is common for breakfast, set and A la carte menu for lunch and dinner service

ROOM SERVICE
- Is a service available in a hotel where F&B service personnel deliver and serve food and drinks to guest in the room
upon request of the guest for extra charge.
- It is also known as In-room dining which is normally available 24-hour a day.
- Room service menu is the same menu selection available in the coffee shop

SPECIALTY RESTAURANT
Is usually the fine dining restaurant of the hotel offering specialized menu complimented with selection of fine wines,
professional table service and inviting atmosphere.

BARS AND LOUNGES

- Bars and lounges are outlets in the hotel where guest are serve with their favorite drinks.
- Piano bar, poolside bar, sports bar, sing-a-long bar, disco are some of the bars and lounges in the hotel
- Happy hour are offered to encourage off-peak patronage with live entertainment, such classical or jazz pianist, live
band or a popular disk jockey.

BANQUET & CATERING

EMPLOYEES CAFETERIA
Is a buffet style assisted service where employees of the hotel can partake their duty meal during their meal breaks.
Menu is normally a set with soup, main course, and dessert. Food cost is normally charged against the service charge
collected by the hotel