Anda di halaman 1dari 34

Food and Beverage Services NC II - CBLM

This module contains information and learning activities in providing a link between kitchen and
service areas and providing food and beverage services. Upon completion of this module and
you feel confident that you have had sufficient practice, you may request your trainer to arrange
an appointment with a registered assessor for your assessment. The results of the assessment will
be recorded in your Competency Achievement Record.

Module Title: Providing Food and Beverage Services NC II


This is a Competency Based Learning Material for the Module PROVIDING FOOD AND

This learning material contains activities for you to complete. It covers the knowledge, skills and
attitudes required to complete the competency.

You are required to go through a series of learning activities in order to complete each of the
learning outcomes of this module. In each learning outcome, Learning Elements and Reference
Materials are available for your further reading to assist you in the required activities. You are
expected to accomplish all the required activities and to answer the self-check after each learning
element. Please note that you need to have 100% correct answers to each self-check to pass the
activity. You are required to obtain answer sheets, which are available from your trainer or at the
end of each learning element, to reflect answers for each self-check. If you have questions,
please do not hesitate to ask your facilitator for assistance.

Recognition of Prior Learning (RPL)

You may have acquired some or most of the knowledge and skills covered in this learning
material because you have:

Actual experience on the job;
Already completed training in this area.

o Gives credit for knowledge and experience
o Reduces duplication of learning
o Reduces costs of obtaining formal credentials
o Gives immediate feedback and determines which competencies need verification and
o Identifies training gaps
o Training (is individualized and results in a recognized certificate)
o Assists in professional development
o Allows for better use of time and resources

o Potentially saves on training costs

So, if you can demonstrate to your trainer that you are competent in a particular skill, you do not
have to do the same training again. Or, if you feel you have the skills, talk to your trainer about
having them formally recognized. You may also show your Certificates of Competence from
previous training. And if your acquired skills are still updated/relevant to the module, they may
become part of the evidence you can present for RPL.

A Record of achievement is also provided for your trainer to fill-in upon completion of this

This module was prepared to help you achieve the required competency in providing a link
between kitchen and service areas, food and beverage services and room service. It will serve as
a source of information for you to acquire the required knowledge and skills for Food and
Beverage Services (NC II), with minimum supervision or help from your trainer. This material
will aid you in acquiring the competency at your own pace, independently. To achieve the full
benefit of this module:

Talk to your trainer and agree on how you will both organize your training on this unit. Read
through the Competency Based Learning Material carefully. It is divided into sections which
cover all the skills and knowledge you need to successfully complete this module.

Most probably, your trainer will also be your supervisor. He/She will be there to support and
show you the correct way to do things. Ask for help if you need one.

Your trainer will tell you about the important things you need to consider when doing the
activities. It is important you listen and take notes.

You will have plenty of opportunities to ask questions and undergo rigid practice. This will
help you in achieving competency in your new skill. Ample practice will improve your
speed, memory and confidence.

Talk with more experienced colleagues and ask for guidance.

Answer self-checks at the end of each section to test your own progress.

When you finished each element and feel that you are ready, demonstrate the activities
outlined in the learning material to your trainer.

As your work through the activities, your trainer will be taking note of your performance.
He/She will be providing feedback on your progress. Your readiness for assessment will be
reflected in his/her report, if and when you have successfully completed each element.



This module contains information and learning activities in providing food and beverage service.

Upon completion of this module and you feel confident that you have had sufficient practice, you
may request your trainer to arrange an appointment with a registered assessor for your
assessment. The results of the assessment will be recorded in your Competency Achievement


At the end of this competency-based learning material, the learners are expected to meet the
following learning outcomes:


1. Check dining and restaurant area facilities for cleanliness prior to service.
2. Prepare dining room and make necessary adjustments for lighting, room temperature, music,
floor and other decorations to ensure comfort and ambience for customers.
3. Arrange furniture in accordance with hotel/restaurant requirements.
4. Check tables and their settings for stability and comfortable access to service personnel
5. Check and prepare service equipment.
6. Check menu variations and daily specials with kitchen staff.


1. Dining/Restaurant area and customer facilities are checked for cleanliness prior to service
and corrective actions are taken when required.
2. Dining environment is prepared and adjusted to ensure comfort and ambience to
customers as appropriate.
3. Set up furniture in accordance with enterprise requirements, bookings, customer
requests, convenience and safety.
4. Equipment are checked and prepared for service.
5. Menu variations and daily specials are verified with kitchen staff based on establishment
policy and guidelines
6. Tables are set within the required timeframes in accordance with establishment
standards and/or customers special requests.


Activity Special Instruction


Assign guests to their tables using the prescribed restaurant lay out.

Refer to the information sheet and hand out.


Using the internet in analyzing the menu

See the module for instructions


Given the necessary information sheet with specific menu, arrange the table set up.

Allocate time and give specific instruction in setting up the table.


Given the specific name of napkin, fold it without looking from your module

Allocate time and give specific instruction in napkin folding.



Food and beverage service attendant refers to the worker assigned in the service of food and
beverages to guests, also known as waiter/waitress.

The first and most important requirement for a food and beverage service attendant is to have
knowledge on the tools, materials and equipment necessary for service.

1. Dinner Knife

2. Dinner Fork

3. Salad Knife

4. Dessert Fork

5. Fish Knife

6. Fish Fork

7. Cocktail Fork

8. Oyster Fork

9. Dessert Spoon

10. Soup Spoon

11. Tea Spoon

12. Coffee Spoon

13. Butter Knife

Carafe - 1/2 liter (for service of wine or water)

Irish Coffee glass

Cocktail or Coupe Glass

Red Wine Glass Champagne Saucer (Used for sparkling wines or for serving some appetizers
or sweets) Tumbler or Water Glass

Fortified Wine Glass (Sherry, Port) White Wine Glass Champagne Flute

The food and beverage service attendant must also be familiarized on the dining area and must
be able to arrange the area as required by the customer.


Given the following details below, assign customers with the proper table by writing the
assigned number to the table in the restaurant layout on the next page.

1. Couple (non-smoking)

2. Family with six members (non smoking)

3. A group of four ladies (smoking)

4. A couple with disabled wife (no preference yet)

5. A couple with one two-year old kid.

6. Pres. Gloria M. Arroyo and her ten cabinet members

Things to consider:

(Use this for the activity)

A fine dining restaurant and a family restaurant both provide food and beverages.
Each of these establishments will have different styles of menus, restaurant service and table set
up. The dcor and layout of the restaurants will also differ.

The cover is the total space needed to set one complete setup for a guest.

The space is about 24 inches depending on the type of service. For traditional ala carte that
would use show plate, definitely the cover should be more than the size of the show plate.


1. If the silence pad is used, it should be placed evenly on the table so that the edges do not
hang down below the tablecloth.
2. The table cloth is laid over the silence pad or directly over the table.
3. Fold the table cloth into four folds and spread evenly on the table (your trainer will
demonstrate it to you).
4. The linen should be free from holes and stains.

1. Dinner Knife and dinner fork should be laid about 11- 12 inches apart so that the dinner
plate may be placed easily between them.

1 inch from the edge

11 - 12 inches apart

2. The remaining silver wares should be placed to the right of the knife and to the left of the
fork in order of which to be used.

3. The handle should be perpendicular to the table and 1 inch from the edge of the table.

4. Bread and butter knife is placed either over the bread and butter plate either parallel or
perpendicular to the edge if the table.

5. Oyster fork is placed to the extreme right of the cover.

6. Silverwares for dessert are placed just before the dessert course is served or on the top
of the cover.


1. Bread and butter plate is placed at the left of the cover, directly above the tines of the dinner
fork or at the extreme left side of the cover if there is enough space.
Bread & butter plate

2. Sugar bowls and salt & pepper shakers are generally placed in the center of the table. If
the table is good for two persons, these are to be placed at the side near the wall.


Gather information about Max's Restaurant and a Restaurant from one five star hotels (may use
internet to see the details).

Consider these two types of restaurants and describe the establishment using the following
headings as a guide:

Maxs Restaurant Address:

Restaurant (in a Hotel) Address:

A. Style of Menu/Cuisine

B. Price range

C. Terminology used

Dining Area
A. Description of establishment

B. Dcor

C. Capacity

D. Restaurant layout
Maxs Layout Restaurants Layout

E. Table set up used

The general principle in table set up is to use the outermost utensil or utensils, as necessary, one
set for each course.

For a formal place setting, you will set up silverware as the menu needs, arranged in precisely
the right order.
Consider the following points:
Oysters, as appetizer
Use the small fork placed at the right of the soupspoon. This is the one exception to the rule of
placing forks to the left of the plate.

The soupspoon is commonly the only spoon provided for the initial place setting.

Note the thicker tine at the left of the fork, which strengthens the tool
- for right handed people
- for use in cutting large salad greens without having to resort to the knife.

Both a fork and a knife are provided for fish. Sometimes the fish knife has a silver blade, because
fish, which is often served with lemon, reacts with the steel in old knife blades, causing an
unpleasant taste. The fish fork is usually shorter than the dinner fork.

Meat/Main dish
The inner fork and knife are provided for the main course.

In this case, the dessert utensils will be brought in with the dessert. However, you may encounter
the dessert spoon -- and fork, if needed -- as part of the initial place setting. They would be
placed horizontally over the plate and parallel to each other, with the bowl of the spoon pointing
to the left and the tines of the fork pointing right. When coffee and tea are served, a teaspoon will
be provided; it is brought in on the saucer.


Note: Table set up will vary may be because of the following points:
1. Type of service
a. Russian
b. French
c. American

d. British
e. Buffet
2. Types of menu
a. table dhte
b. a la carte
c. buffet
d. function menu (for banquet)
e. breakfast (continental menu / American, etc.)
3. Number of courses to be served
a. appetizer
b. soup
c. salad
d. main course
e. dessert
f. coffee / tea
4. House rules (set by the establishment) - Standard Operating Procedures (SOPs) used by
the establishment. Usually use to align with the custom of the customers being catered.

This picture shows how waiter sets water goblet on the table. The waiter shows the proper way
of carrying plate with utensils.


Listed below is the food ordered by guest. Arrange the necessary mise-en-place first then your
trainer will instruct you to set up the table.

Appetizer : Oyster in Asian Style
Soup : Cream of Asparagus
Salad : Tossed Green Salad with Thousand Island Dressing
Main course : Pork Belly in Apple Sauce Dessert : Hummingbird Cake
Beverages : Coffee Wine Water

CHECKLIST: Are table appointments properly set?


Dinner Napkin
Dinner Fork
Dinner Knife
Salad Fork
Oyster Fork
Coffee cup and saucer
Water Goblet
Wine Glass
Dessert Fork

Soup Spoon
Dessert Spoon

Signature of the Trainee: Date:

Trainer: Date:

The final presentation on the table setting is the napkin fold. Restaurants will either use paper or
linen napkins, linen being mostly used in more up market restaurants due to laundry costs. Paper
napkins are available in a number of sizes and colors and the degree of thickness is indicated by
the numbers of "Ply" (one, two and three ply serviettes are the most common).

Napkins should be folded with clean hands, and away from the set table to avoid disturbing the
set cutlery.

When selecting a napkin fold, the following considerations known as the acronym
HATS, apply Hygiene Handling

There is a trend towards simple folds to lessen handling of the napkin by the waiter, to improve

Select a fold to suit dcor and table setting. Some folds are suitable for placing in wine glasses or
bread baskets, but most are designed to sit in the centre of the cover, on a show plate or on the
side place.

Simplicity in style reduces staff costs. Storage
Some folds have the advantage that they can be folded in quiet times and stored.

Your trainer will demonstrate at least ten basic napkin folds. Watch and apply as your trainer
instructs you to do it. On the succeeding pages, there are some samples.


Write the name of napkin fold & demonstrate how to fold it to your trainer. The trainer will
check whether you performed it correctly or not.










Competent: Not Competent:

Date: Signature of trainee:

In RUSSIAN SERVICE the meat is precut in the kitchen and then rearranged on the platter.
It is also known as platter service.
A. Experienced chefs precut racks of venison, but put the meat back onto the bones so
it looks like a whole rack.
B. A whole piglet is carved in the kitchen but put back together so it could be shown as
a whole in one piece.
C. The chefs portioned a goose in the kitchen but carefully served on a platter looking
like a whole one.
D. The same is done with a whole fillet of beef or a whole fish. If it is filleted and put
back onto the platter so it looks like a whole, all done in the kitchen prior to serving.
E. The cooks always do a nicer job to carve and garnish platters, than most waiters, the
waiters has to know the procedures also. For banquets this was the preferred way
and it allows a speedy service without rechauds straight from the platter onto the
patron's plates.

FRENCH SERVICE calls for a much table-side-work.
A. The food cooked to perfection and garnished with much care is brought on show
platters to the guest.
B. Most of the carving and portioning were done in front of the guest. Such still
includes the skillful cutting of a whole fillet a la Wellington in front of the guest.
The carving of an entrecote double at a table is also typical for FRENCH
SERVICE, so is the cooking and flaming of a steak Diane at the patron's table.


There used to be another type the BRITISH SERVICE, by which big platters and tureens
were placed onto the table in front of the guest. After initially being assisted by the waiters,
these guests helped themselves. Another most likely British invention is still known as
BUTLER style, that's when canaps and other hors d'oeuvres are placed in the hands of
servers who offer these to the guests as they pass by.

A. Before portion-controlled food became worldwide the norm, all food is loaded in
the kitchen by the cooks in a large show platters. In Germany these heavy silver-
plated platters are appropriately called Hotel-Silber (silver for hotel use).
B. The chefs create all displays on Hotel-Silber show platters, artistically garnishing
the same. These platters, hot for hot food and cold for cold food, are carried to
the dining rooms by the kitchen waiters often called back-waiters.

1. Serve at different heights - Use stacked plates or servers to give some height to platters,
with higher things at the back of the table and lower ones at the front. This adds visual
interest and helps with traffic flow.
2. Go in order - Never put silverware, if you're using it, at the beginning of the line or
buffet. It's one more thing for people to hold as they navigate through the food
selection. Always put it at the end, on a separate table if possible. Sometimes utensils
are already set on the dining table.
3. Multiples of everything - Fan out several piles of cocktail napkins or small plates; you
want more than one pile so guests don't have to wait behind someone else to just reach
in and snag a plate or napkin.
4. Keep platters/chaffing dishes filled - Nothing's worse than a picked over tray, half-
empty. Use smaller platters or serving trays, and have several of them ready in the
5. Waste disposal - Put at least one trash can under your serving table, or to the right side.
Try to think like a guest and predict when and where they will end up with an empty
plate or glass, and put a trash can or bin for glasses there.
6. Choose color carefully - If you're serving saucy things, avoid white tablecloths. But
dark tablecloths show crumbs and smeared icing even more, so judge according to what
you're serving. (Your trainer will teach you how to decorate the table, cover it with a
cloth (table skirting).

Note: The buffet set up is arranged from lightest to the heaviest. Example, cereals (rice or
pasta), vegetable, seafood, chicken (poultry), beef then pork.
Should be arranged in the following order:
1. Soup with bread
2. Salad
3. Main course
4. Dessert
5. Beverages

Your trainer will demonstrate how to arrange them on the buffet table, and then you will

Most of the fine dining restaurants use the American service. American service is commonly
used because of its simplicity yet elegant service. The food is prepared in the kitchen and
arrange on the plate which is to be served directly to the guest, It is also called a plate


At the end of this competency-based learning material, the learners are expected to meet the
following learning outcomes:


1. Welcome guest in accordance with establishments standards.
2. Escort and seat guests according to table allocation.
3. Offer available pre-meal (cocktail service, etc) services to guests
4. Present menu and drink list and provide clear information to the guests (menu choices
and options, daily specials, etc)
5. Answer guests query/ queries on menu items correctly and courteously.
6. Take orders accurately using format required by the hotel standards and convey them
promptly to the kitchen and/or bar.
7. Relay information about any special request, dietary or cultural requirements to the
kitchen/ bar when appropriate.
8. Provide and adjust table set-ups suitable for menu choices in accordance with hotel
9. Monitor flow of service and meal delivery.
10. Recognize and follow up promptly any delays or deficiencies on services.
11. Advise and assure guests that delays and problems will be fixed immediately.
12. Check accuracy of orders promptly from service counter before transferring them to service
13. Serve food and beverage correctly and courteously.
14. Ask the guest for additional orders, if any.
15. Clean and clear tables, cutleries and cookery at the most appropriate time.
16. Process account in accordance with hotel procedures.
17. Check whether items in the bills are correct.
18. Organize and present bill to the guest upon request.
19. Remove soiled glass-wares and napkins using tray and place them in appropriate areas.
20. Replace table cloth and/or placemats.

Assessment Criteria
1. Tables are dressed according to establishment standard procedures and/or any approved
special requirements
2. Cleanliness and condition of tables are checked prior to service

3. Items below establishment standards are removed, cleaned or replaced based on
relevant guidelines
4. Customers are welcomed upon arrival in accordance with establishment customer service
5. Details of reservations are checked based on established service industry standard policy
6. Available pre-meal services are offered if appropriate
7. Customers are escorted and seated according to table allocations
8. Menus and drink lists are presented to customers
9. Information for customers are provided in clear explanations and descriptions
10. Orders are taken and recorded accurately with minimal disruption to customers
11. Recommendations and suggestions are made to assist customers with drink and meal
12. Customer questions on menu items are answered correctly and courteously in accordance
with enterprise policy
13. Information about any special requests, dietary or cultural requirements are relayed
accurately to kitchen where appropriate
14. Ordering systems are operated correctly in accordance with establishment procedures
15. Glassware, service ware and cutlery suitable for menu choices are provided and
adjusted in accordance with establishment procedures
16. Food and beverage selections are collected promptly from service areas, checked for
presentation and conveyed to customers safely
17. Flow of service and meal delivery is monitored in accordance with enterprise procedures
18. Delays or deficiencies in service are recognized and followed up promptly based on
enterprise policy
19. Food and beverage are served courteously in accordance with establishment standards
and hygiene requirements
20. Additional food and beverage are offered and served at the appropriate times
21. Tables are cleared of crockery, cutlery and glassware at the appropriate time and with
minimal disruption to customers
22. Accounts are organized, presented and processed in accordance with establishment
23. Bid goodbye to guests courteously from the restaurant/dining area and table appointments
are re-set


Activity Special Instruction


Following the steps prescribed in this module.

It will be done by pair of learners.


Use the Docket Writing

Refer to the module for reference on how to use the docket writing.


Role play the following:
a. Serving the guest
b. Clearing the table
c. Bill presentation
d. Resetting the table

Refer to your module to perform these tasks properly


It is said that customer is the life-blood of the business, without the customer, there will be no
business at all. Customers upon entrance to the establishment must be greeted properly to create
the first positive impression.
We should acknowledge the arrival of the customers following the 5-foot/10-foot rules.
5-Foot Rule
If the customer is 5 feet away from you, greet him verbally with warm and pleasing welcome.
10-Foot Rule
When arriving guest is 10 feet away or more from you, acknowledge them by warm gestures like
waving of hands and sincere smile.

1. Greet them using the 5-foot / 10-foot rule.
2. Lead them to the preferred or reserved table.
3. Assist them in sitting.
4. Unfold the napkin
5. Pour ice cold water
6. Introduce yourself and present the menu. The menu should be presented facing the guest and
it must be opened.


Demonstrate welcoming the guests using the criteria below. Choose your partner and let your
trainer assess your performance.


The Candidate must show that.

1. Greeted the customer using the 5-foot/10-foot rule.
2. Asked the status of reservation or table preference if any.
3. Assisted the guest in seating. Pulled the chair gently and pushed back slowly.
4. Unfolded the napkin placed on the guests lap properly without touching the guest.
5. Poured water properly, without spills.
6. Presented the menu correctly.


Signature of Candidate Signature of Trainer

Date assessed:


The procedure of order taking is one of the skills needed by a food and beverage service

1. Approach the guest and introduce yourself as food & beverage service attendant.
2. Take beverage orders first, if there is a host, take orders from the host.
3. If couple, take orders from the lady first unless she tells you to ask orders from the
4. Recommend specialty of the house or chefs recommendation.
5. Suggest wine to complement the food ordered.
6. Explain the method of preparation and ingredients if necessary, thus product knowledge is
very important.
7. If the order is not heard properly, slightly bend your body towards the guest and ask the guest
to repeat.
8. Dont forget to repeat orders before leaving the table.
9. Tell how long it will take before you can serve the food ordered.
10. After taking the order, set the table or rectify the table setup based on the food ordered.

How to approach the table?

The food service attendant should approach a table within the first minute. This is the first
impression you will make on your guests. Make sure that you are professional and neat. Smile,
make eye contact and greet the customers, giving your name to customers as stated in the
previous guidelines.


Any special services, which the restaurant provides, that may be useful to the customer should be
explained to him or her as the occasion arises. A few examples include:

1. A customer may want rapid service just before leaving on an early morning flight. When
the restaurant has counter as well as table service, the customer should be told that he or she
can be served more quickly if he or she is seated at the counter.

2. A mother may ask for an extra plate so that she may share her lunch with her child. When
childrens service is available with a special food selection, smaller portions and lower
prices, this service should be explained to her.

3. If a customer praises the hot homemade rolls and the restaurant makes these available
for takeout orders, offer this service to the customer.

4. When a customer comments on the attractiveness of the courtyard, he or she may be told
that dinners are served there under the trees during the summer months.

How to take a drink order

When the waiter approaches the table for the first time, he or she should ask if anyone would like
a drink. The server may want to make a suggestion or simply provide the customers with some
information on what types of soft drinks or beers the restaurant carries. Be sure servers know
their drink names for this exchange; the guest that orders a vodka martini up with a twist will be
mad if he or she receives a gin martini on the rocks! This is also a good time to tell the table
about any specials.

Serving the drinks

Drinks should be served quickly. Make sure your servers put cocktail napkins under drink
glasses. At this point, the server can ask if they are ready to order. If the table isnt ready, the
server should check back with them within a reasonable amount of time. Tell your servers to
look for clues that the table is ready. The most obvious clue is that everyone has closed the

Explaining the menu

The server should be thoroughly familiar with the menu contents, its arrangement and its prices.
To illustrate:

1. Frequently, a new customer is confused as to where to find certain items on the
unfamiliar menu. The server should be quick to sense this uncertainty and to offer
requested assistance in finding the desired articles.

2. Sometimes the customer fails to notice specials or some other featured group of foods
on the menu. The server may tactfully indicate these to him.

3. A foreign name or an unfamiliar term on the menu may be perplexing to the reader. In
response to her inquiry, a simple explanation of the meaning of the term or a description of

the contents of the dish will be appreciated. The server should give such explanations
graciously with an attitude of helpfulness, and never patronizingly or curtly.

4. A customer with poor eyesight may have difficulty in reading the menu. The server could
read the items to him and write his order.

Taking the food order

Normal etiquette dictates that you start with the women at the table. If there are children, it is
also appropriate to start with them. Again, take clues from the table. If one woman is obviously
undecided, you may make her uncomfortable by insisting she place her order first. Let the others
order, then come back to her. Make sure your servers have a thorough knowledge of the menu
and can answer any questions about menu item preparation. They may also make
recommendations at this point, if the customer asks or seems unsure.

Docket Writing

There are many new restaurants utilizing computerized order systems as a means to simplify
both the processing of meals as well as stock control. Whichever system your establishment uses
you will have to be able to understand and follow how a docket is written.

Numbering system

At the beginning of service you must know how the tables are numbered and the position
numbers of each guest.
Points to consider:
1. Guest number one is usually seated closest to the front or kitchen door
2. Number all other guests clockwise around the table
3. Round tables; the seam of the tablecloth is placed towards the number one position.


You are a food service attendant designated to Table 10. At 7.30pm you take a dinner order from
4 guests at table 10. The order is as follows:
1. Antipasto, Lobster Bisque, Grilled Tuna Steak
2. Antipasto, Fillet Mignon Barnaise (med).
3. Carpaccio of Ocean Trout, French Onion Soup, Fillet Mignon Barnaise (rare - no veg.
+side salad/vinaigrette)
4. Lobster Bisque, Rack of Lamb
Practice your docket writing skills: Write the dinner order in the correct format on the docket.


Serving Order

Before serving the food, be sure that the necessary tools for eating the specific order are already
placed on the table. Sometimes these tools bring to the table together with the food. It is
advisable to setup the table while the food is being prepared in the kitchen.

At a formal restaurant or banquet, food should be presented to guests in the following order:

a. guest of honor,
b. female guests,
c. male guests,
d. hostess,
e. host.

1. Dishes can be presented to guests in the order of their seats, starting at the host's right (guest
of honor)

2. Dishes may be presented in order of seniority, starting with the most influential and
proceeding down to the least prominent guest.

3. The food service attendant should know the order of service ahead of time, he/she should
coordinate with the host.

4. In restaurants, most groups include neither guest of honor nor hosts, so the meals will simply
be served first to the women, then to the men.

5. In addition to that, in some dining situations wherein children are involved, children are
usually served first before the ladies.

From the Left

In general, the diner is approached from the left for three purposes:
1. To present platters of food, from which the waiter will serve or the diner will help
herself/himself; this is used in Russian service.
2. To place side dishes such as vegetables or dinner rolls;
3. To clear the side dishes, those were placed from the left.

Note: The reason most often given for this is most people are right handed. So, for example,
when a waiter must use his right hand to serve from a platter, it is least intrusive if he stands to
the left. This way, the platter can be held safely away from the guest as the waiter leans forward
(slightly) to reach her plate. And, in the case of placing side dishes, it makes most sense to put
them to the side which is less in focus, leaving the right side free for the main dish.

And from the Right

1. These days it is nearly universal practice, even in very formal circumstances, for food to
arrive already arranged on the plate (Plated Service). Pre-plated food (except for side dishes), as
well as empty plates and clean utensils brought in preparation for upcoming courses, are always

placed from the guest's right side. At the end of the course, these plates are also cleared from the

Note: It is also approved by the social custom to serve all foods from the left and beverages from
the right. For the standard operating procedure of the establishment, the management may
choose one from the two approaches. (see Arduser and Brown, The Waiter, Waitress and Wait
staff Training handbook, pp 66 -67).
2. Wine (and all beverages) are presented and poured from the right. This is a logical approach,
since glassware is set above and to the right of the guest's plate, and trying to pour from the
left would force the server to reach in front of the diner.

Clearing Order

J ust as the ideal of service is to present each course to the entire party at once, it is best to clear
the plates at the same time, too. It has become common for waiters to remove plates as each
guest finishes, in violation of this rule of serving etiquette, perhaps because it can be interpreted
as extreme attentiveness on the part of the waiter. Nevertheless, the rule holds firm. (Your trainer
will demonstrate how to clear the plates from the table).

1. Drinks should be served first. In serving drinks, a bar tray or round tray is used.
2. After order taking, be sure to set up utensils needed for the courses ordered before serving
them. Rectangular tray is used to serve foods.
3. Foods are served in the following order:
a. appetizer
b. soup (served with rolls)
c. salad
d. main course
e. dessert
f. after dinner drinks (coffee or tea)
4. Serving wine could be done:
a. before meal ( aperitif)
b. during meal (complement with main course)
c. after meal ( dessert wine)
5. Before presenting the bill, ask for any additional order first.
6. Presenting the bill should be done immediately after the guest asked for it. The waiter
should mention the amount received from the guest, for example, Sir, I received
P5000.00, please wait for your change.
7. Water glass should not be removed while the guest is on the table. Continue service by
pouring water.
8. Send the guest off and wish them to come back.


J OB TITLE : Food and Beverage Service Attendant


GENERAL DUTIES : To work in the assigned station and keep up the standard of service and
cleanliness of the restaurant.

HOURS OF WORK : According to the schedule of duty.

RESPONSIBLE TO : Captain/ Hostess
RESPONSIBLE FOR : Busboy/ Busgirl

MAIN DUTIES : - Take and serve food and beverage orders.
- Keep up the standard of the service.
- To report any incident to the captain waiter.
- To change the linen.
- To set up the restaurant.
- Collection of storeroom requisition
- Any other duties assigned by the Manager.


Using the menu listed below set up the table and serve the guest. After serving the guest, present
the bill and reset the table for the next guest.

Appetizer : Oyster in Asian Style
Soup : Cream of Asparagus
Salad : Tossed Green Salad with Thousand Island Dressing
Main course : Pork Belly in Apple Sauce
Dessert : Hummingbird Cake
Beverages : Coffee Wine Water

Candidate name: Assessor name:
Demonstration & Questioning: Providing Food and Beverage Services
Qualification: Food and Beverage Services NC II
Date of assessment: Time of assessment:
Instructions for demonstration

Given the necessary materials, tools and equipment, the candidate must be able provide food and
beverage service to a specific guest.
Materials and equipment (Please refer to the Module) to show if evidence is demonstrated
During the demonstration of skills, did the candidate: Yes No N/A
1. Greet the guest - acknowledge the arrival of the guest*
2. Determine the status of the guest / Suggest a proper table
3. Escort the guest to the preferred/reserved table.
4. Assist the guest in seating (pull the chair gently and push back carefully).
5. Unfold the napkin and placed on the guests lap.
6. Pour water properly on the water goblet.

7. Present the menu on the proper side open and present smartly.
8. Give time for the guest to choose items from the menu.
9. Apply suggestive selling techniques.
10. Take orders in proper sequence.
11. Repeat the orders.
12. Serve the beverages properly.
13. Rectify the set up according to orders.
14. Serve foods properly.
15. Ask guest for additional orders.
16. Clear tools and utensils as needed.
17. Present the bill correctly.
18. Assist the departing guest.
The candidates demonstration was:
Satisfactory Not Satisfactory


Read the story about the waiters nightmare and discuss with the group the positive and negative
traits showed by the food and beverage service attendant. Your trainer will instruct you to narrate
the story and he will ask for some explanations pertaining to the waiters performance.
Use the form below in assessing the waiters performance.

Strengths (positive traits of waiter)

Weaknesses (negative traits)

Course of Actions (areas for improvement & how to improve them).




I had a group of six who had been drinking before they got to us. They were greeted and seated
and menus handed to each of them. A colleague, who had teamed up with me for the evening,
brought one order of bar-drinks to them.

I took their dinner and wine order at the same time. They ordered a bottle of Free mark Abbey
Merlot and I served the wine. None in the group wanted an appetizer or salad as such. All they
ordered was one course. They told me several times "We aren't hungry, we have been snacking
all day!" This did not bother me. I get this, on and off, that people come in for an appetizer only,
or dessert and occasionally just for drinks.

I posted their order on the pick-up-wheel in the kitchen and took care of my other tables. Within
twenty minutes their food-order was prepared and I served it. There were: An angel hair pasta
with pesto sauce, a Caesar salad, a duck salad, a cup of asparagus soup, a shrimp cocktail and a
regular tossed salad.

One of the customers ordered more wine and a round of cocktails at the same time. I checked
with these guests twice as they were eating their meal. This was nothing else but the normal
routine, to see if everything was right and according to their wishes. They seemed to be happy
with their food.

However, then, as I walked by again, one guest grabbed my arm and got all my attention. For
two reasons: One, I was carrying a tray filled with food for another table, which I nearly
dropped; Two, he didn't let go till I told him to take his hands of me. It was the fellow who had
had the duck salad.

He did not apologize for his rude behavior but pointed at a single little piece of meat left on his
plate. "This is no duck! That's beef!" He argued.

"This has to be a joke." I thought and, "His timing is certainly off!" But he was serious. He was
persistent and repeated the question "How come, you pass beef of as duck?" several times in a
loud voice, which drew the attention of all the surrounding tables. I gathered "This is no joking
matter anymore." I tried to get out of the by the guest anticipated argument. Whether this tiny
piece of meat came from one two legged or a four hoofed farm animal did not even matter to me

right then. What mattered was, that I did not want to get into any argument. I said therefore, "Let
me take this back to the kitchen and check with the chef." So I did.
The talk in the kitchen was one-sided. The chef thought I was trying to pull his leg. He told me
"I do not think it is funny!" When he realized that I indeed had a guest who insisted that the
meat used in the duck salad, was beef and not duck, our chef lost his even temper. To escape
harms way and flying frying pans. I decided at once to leave the kitchen and the infallibly all
mighty chef.

At the complaining guest's table I translated the chef's words into: "I'm sorry to hear you are
unhappy. Still, the salad must have tasted good. You did eat it, all of it but one little scrap. I
checked with the chef and let me assure you we don't use substitutes. Our duck salad is made
with duck breast."

"Don't give me this b.s., that was beef and I want to know why there is beef in the duck
salad?" The customer was stubborn. To resolve the problem, which was not the salad anymore,
but to have to argue with a guest, I went one step further. "Sir if I take this salad off your check,
will this satisfy you?" I thought I heard a "Yes!"

So that is what I did. I took the salad in question off the guest's check. (Where I worked at the
time, we were allowed to mark items which were unsatisfactory as N/C on the check. N/C
standing for no charge. This was within the policy the guest is always right.) I thought it was
handled correctly. And therefore I was under the impression that there would be no further
problems with this table. The guests sounded happy, making jokes and laughing. I was getting
busy with other tables. Less than half an hour after I had successfully solved the duck salad
problem, at least so I thought, they called me over to their table.

Now the same fellow who had the duck salad earlier started over again with his earlier question:
"Why did you put beef into my duck salad?" Politely I reminded the guest that I thought we
settled this. He did not want to listen. Nevertheless, he kept on telling me and everybody who
wanted to hear it all sorts of things. None had anything to do with me or the restaurant. I noticed
this fellow had enough to drink.

When he ordered another drink, I decided to serve this troublemaker no more booze. I also went
to add up this table's check. They paid up and there was no problem.

A short while later, a certain customer walked up to the bar, where the chef was talking to the
bartender. The drunk fellow did not wait but butted into the conversation. He told the bartender
to give him a drink. Then looking at the chef said, "So you are the cook who replaced the duck
with beef in my salad?" The chef was speechless first. After the guest added, "Aren't you or
who did it?" the chef was trying to defend himself. The bartender was on the chef's side. And the
guest who was feeling no pain was enjoying his position accusing both of conspiring against
him. I heard them arguing. It would have been funny, but it was not the way the guest
relationship in a fine restaurant should be. The bartender told me to put another drink onto the
guest's bill. So I advised him, "This gentleman behaves like he had had enough to drink!"

I barely finished saying, what I was saying. The bartender, with a smooth backhand, swiped the
guest's glass from right in front of him. The guest looked angry at me. However, without
argument he followed my suggestion "Sir! Kindly go back to your table to your group of
people! You had enough to drink! I am sorry but we are not going to serve you any more
alcohol tonight."

The group was leaving. Five of the six were leaving. The bartender had gone to the bathroom
and returning to his bar found my guest behind his bar. Our bartender called me to witness the
situation. He was ready to get his hands on this s.o.b. and he expressed, "It will be my pleasure
to eighty-six this fellow from behind my bar!"

I cautioned the bartender not to overreact and asked him to let me deal with the situation. With
an angry voice I told my guest off: "Sir! I want you to leave this establishment right now!"

"I want you out of this door and don't come back until you are sober!" I saw him hesitating,
so added: "If you don't go right now. I shall call the police to remove you from our restaurant!"
He looked in my direction. His face reflected surprise, recognition, and suddenly enlightenment
changed his facial impression. I knew he understood now. He headed from behind the bar
straight for the front door and out the same. He was in a great hurry.

I knew I had handled the situation the right way. This customer, who had interrupted the steady
flow of the night's business, finally had decided to leave at once. He had taken my advice and
listened to me, so I thought. Until I turned around and saw a smiling bartender reading the
autographs on his baseball bat.


At the end of this competency-based learning material, the learners are expected to meet the
following learning outcomes:


1. Report losses indicating the items and how they got lost.
2. Handle complaints by listening attentively to the guest
3. Refer guest complaints to supervisors or managers
4. Provide feedback to guest on action taken
5. Sanitize tables, chairs, and waiters station
6. Collect all silver wares, flat wares, glass wares, cutleries and the likes and place them in
allocated storage areas.
7. Provide information logbook to note the events of the day (e.g. service evaluation, handover,
complaints, action taken, sales of the day, etc).


1. Equipment are stored and/or prepared for the next service in accordance with establishment
2. Restaurant/dining area is cleared, cleaned or dismantled in accordance with establishment
procedures and safety requirements
3. Re-set tables correctly for the next service in accordance with procedures and requirements.
4. Services are reviewed and evaluated with colleagues identifying possible improvements.


Activity Special Instruction


Prepare a summary of daily operation

see sample on the information sheet

Clearing service equipment
After the operation, service equipment have to be in proper place. In arranging them, the
following points will be helpful:
1. Keep similar items together like table numbers, menus, salt and pepper shakers, and sugar
bowl and creamer jug.
2. Place all soiled linen according to their uses, napkin, table cloth and service cloths foe
3. Empty ashtray for washing
4. Scrape off food particles, sort and throw away other rubbish before leaving items at the
washing area to avoid damage to waste disposal machine in case cutlery or paper are mixed
with the rubbish.
5. Put saucers and plates in their own neat piles. Cups should be put together.
6. Wipe jars and other bottles or containers of condiments
7. Return bread rolls to the kitchen. Keep it covered to avoid flies and other insects.

Other equipment
1. Turn off cupboards, plate warmers, hot plates, refrigerated units, drinks chillers and urns
when nit in use.
2. Wipe down surfaces and wash out food containers.
3. Leave hot equipment to cool before cleaning.
4. Wipe down trolleys.
5. Keep unused cutlery or tools on the store room or side station.
6. Sanitize tables and chairs then reset the table. In some restaurant, after cleaning the tables,
they usually set them up for the next day operation. Follow your establishments
7. Sanitize waiters station.

Lost items and tools have to be reported to the immediate superior. Accomplish a form for lost

A summary of the operation has to be accomplished after each days operation. A normal report
includes: date, reporting time (if per shift schedule), staff on duty, staff off duty, summary of the
operation (usually includes unusual events happened and the course of action taken), sometimes
includes the sales or number of guest being served, time ended and the signature of the person
who made the report

The logbook will be submitted to the Managers office for checking. At the start of the operation,
the logbook will be viewed by the manager to check the previous operation. Sample format of a
daily operation report (Water Hazard Bar Lounge, Warren Golf & Country Club, Singapore)

Date: _________________________
Time: _________________________

Staff on Duty:
1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________

Staff off duty:
1. _________________________________________
2. _______________________________________

Summary of the operation:

Sales Report:
Food P _____________
Beverage _____________
Room Rentals _____________
Others _____________

TOTAL SALES P ____________

Time ended: ________________________________

Name of the Peron who made the report and signature


Writing a summary of operation
Date: _________________________
Time: _________________________

Staff on Duty:
1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________

Staff off duty:

1. _________________________________________
2. _______________________________________
Summary of the operation:

Sales Report:
Food P _____________
Beverage _____________
Room Rentals _____________
Others _____________

TOTAL SALES P ____________

Time ended: ________________________________

Name of the Peron who made the report and signature

Match the cutlery names on the right to the correct shadow of the item of cutlery on the left.
General Range Name Choices
1. A. Oyster Fork

2. B. Butter Knife

3. C. Cocktail Fork

4. D. Tea Spoon

5. E. Dinner Knife

6. F. Coffee Spoon

7. G. Soup Spoon

8. H. Dinner Fork

9. I. Fish Knife

10. J . Dessert Fork

11. K. Fish Fork

12. L. Salad Knife

13. M. Dessert Spoon

B. Match Column A with Column B

1. Dinner plate A. 12 diameter
2. Salad plate B. 6 diameter
3. Show/base plate C. 7 diameter
4. Fish plate D. 10 diameter
5. Dessert plate E. 8 diameter
F. 8 8.5 diameter

C. Identify the glassware names to the correct glassware item illustrated below. Write the letter

Glassware Names

A. Red Wine Glass
B. Champagne Flute
C. Champagne Saucer (Used for sparkling wines or for serving some appetizers or sweets)
D. Irish Coffee glass
E. White Wine Glass
F. Carafe - 1/2 liter (for service of wine or water)
G. Tumbler or Water Glass
H. Cocktail or Coupe Glass
I. Fortified Wine Glass (Sherry, Port)

Glassware Responses


D. Restaurant Service - Quiz
Try this quick quiz on areas of Restaurant Service. Select the correct answer from the choices
1. The main features of a table d'hte menu are?
a. An Extensive list of dishes - individually priced
b. Limited choice of dishes - individually priced

c. Limited choice of dishes - set price
d. Extensive list of dishes - set price
2. When serving dessert, which of the following is the correct cover?
a. Cocktail spoon and fork
b. Dessert spoon
c. Entree knife and fork
d. Dessert spoon and fork
3. Spaghetti Marinara would have a:
a. Rich meat sauce
b. Hot tomato sauce
c. Seafood sauce
d. Bacon, onion and cream sauce
4. A mocha flavored dessert would be:
a. Coffee and wattle seed
b. Hazelnut and coffee
c. Chocolate and coffee
d. Custard and chocolate
5. When processing a cash payment for a customer, you should:
a. Return the change immediately
b. Ask if the change is a tip
c. Assume the change is a tip
d. Wait for the customer to ask for the change
6. What is the first step of greeting a guest on arrival at the restaurant?
a. Guest acknowledge
b. Escort the guest to table
c. Offer a pre meal drink
d. Obtain guests name and reservation
7. Suggestive selling is the process of:
a. Selling a suggestion to another person
b. Selling someone an unwanted product and/or service
c. Selling a product to an overseas visitor
d. Selling an additional product and/or service in a restaurant
8. If a customer ordered a steak medium rare, they would expect it to have a:
a. Hot pink centre
b. Warm red centre
c. Cool red centre
d. Warm pink centre
9. What are the duties of the Sommelier?
a. Liaise with the Chef
b. Greet and seat guests
c. Serve alcohol & non-alcoholic drinks
d. Prepares food at the guest table
10. The recommended aisle space to allow comfort, privacy and movement around the
dining area in a restaurant is?
a. 50 cms
b. 90 cms

c. 110 cms
d. 70 cms


D. Restaurant Service - Quiz Answers
1. The main features of a table d'hte menu are? (d. Extensive list of dishes - set price)
2. When serving dessert, which of the following is the correct cover? (d. Dessert spoon and
fork )
3. Spaghetti Marinara would have a: (c. Seafood sauce)
4. A mocha flavored dessert would be: (c. Chocolate and coffee)
5. When processing a cash payment for a customer, you should: (c. Return the change
6. What is the first step of greeting a guest on arrival at the restaurant? (a. Guest
7. Suggestive selling is the process of: (d. Selling an additional product and/or service in a
8. If a customer ordered a steak medium rare, they would expect it to have a: (d. Warm pink
9. What are the duties of the Sommelier? (Serve alcohol & non-alcoholic drinks)
10. The recommended aisle space to allow comfort, privacy and movement around the dining
area in a restaurant is? (b. 90 cms)


1. Demonstrated ability to provide complete service within a restaurant in accordance with
established systems and procedures
2. Interacted positively with customers
3. Monitored the service process
4. Identified OH&S requirements and demonstrated safe practices



Activity No. Rating % REMARKS
Satisfactory Not Satisfactory
Activity 1
Activity 2
Activity 3
Activity 4
Activity 5
Activity 6
Activity 7
Activity 8

Activity 9

Skill Test (70%)

Knowledge Test (30%) Learners Current Competency



Date Checked: Date Recorded:

Trainees Name & Signature:

Trainers Name & Signature:


1. BUSBOY - refers to the dining room helper and runner, title given to a Food and Beverage
Service Attendant, National Certificate I

2. BUSSED OUT - taking out soiled plates/dishes from the dining area to dishwashing area

3. CAPTAIN FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the supervisor of
the Food and Beverage Service Attendant, also refers to Food and Beverage Service
Attendant, National Certificate Level I.

4. COMMIS - refers to the category according to the extent of difficulty and complexity of
skills and knowledge required for the job.

5. DISH OUT - food taken from the kitchen to the dining area

6. FLAMBE - flamed with spirit or liqueur

7. FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the workers assigned in the
service of food and beverage to the guests, also known as waiter.

8. GARNISH - an ingredient which decorates, accompanies or completes a dish. Many dishes
are identified by the name of their garnishes

9. HIGHBALL DRINK - is a tall drink consisting of a shot of specified spirit with mixers such
as sodas, water, etc. serve with cube ice in a highball glass

10. MENU - a list in specific order of the dishes to be served at a given meal

11. MISE EN PLACE - French term for having all ingredients in ready to use Preparation
before service

12. PRE-DINNER - short mixed drinks that are basically dry in taste and are usually served
before a meal to whet the appetite

13. TABLEWARE - is a term recognized as embracing all items of flatware, cutlery,

14. FLATWARE - it denotes all forms of spoons and forks

15. CUTLERY refers to knives and other cutting implements

16. HOLLOWWARE consists of any item made from silver e.g. teapots, milk jugs, sugar,
basins, oval flats

17. SILVERWARE - tableware made of solid silver, silver gilt or silver metal. Silver plate
made from single strip of plated metal

18. TABLE NAPKIN - an individual piece of linen which is used to protect the clothing or
wipe the mouth during a meal.

Other Terms Used :

A. Captain Waiter Chef de Etage
B. Chef a person who prepares food as an occupation in restaurant, private house, hotel
C. Dining Room Attendant Commis de Rang (busboy)
D. Director of Service Chef de Service
E. Head Waiter Chef de Salle
F. Waiter Chef de Rang/Demi Chef de Rang
G. Wine Steward Chef de Vin/Chef Sommelier