FOOD AND BEVERAGE SERVICE NCII- BULACAN

UNITS OF COMPETENCIES Prepare Dining Room / Restaurant Areas for Service

COVERED Welcome Guests and take food orders
Promote Food and Beverage Products
Provide Food and Beverage services to guest
Provide room service
Receive and handle guest concerns

PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS

1. Checking reservations is an important part of understanding trade for the day. Name five information you
should check in relation to reservations.
Possible answers:
 Customer’s date of reservation
 Time of arrival
 Name of guest
 Contact detail of guest
 Number of guests
 Special needs and request
 Mode of payment
2. What compromises the mise-en-place?
Possible answers:
 Condition of tables and chairs
 Sanitary linens
 Clean and sanitized table appointments
 Flower arrangement
 Filling of condiments
 Condition of menu cards
 Knowledge of the menu for the day
3. Before the commencement of service, Give 8 areas that need to be checked for cleanliness.
Possible answers:
 Furniture – Tables and chairs
 Wall hangings – pictures or displays
 Pictures – like fittings and door knobs
 Plants – Indoor plants and plots
 Glass – windows, panels and doors
 Floor – carpet and tiled areas
 Work station – waiter’s side board
 Toilets – Rest areas
 Equipment – coffee maker, toaster

1 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN

4. What is the key difference between an “a la carte” and “table d’ hote” menu?
Answers:
 A la carte is the term used for a menu that has individually priced dishes.
 A table d ‘hote has a set or fix price for a complete meal or several courses.
5. Give some techniques on how you can welcome guest to make them feel comfortable and safe
Answers: The following are some of the techniques that could help in welcoming guest
 Know the reservations for the date to have an idea as to incoming guest and the bulk of expected guests
 Try to remember the name of the guests, particularly the regular guests.
 Always address guests Sir / Madam, If not by their names to show how important they are to the
establishment.
 Give extra attention by asking “is there anything else you need sir?” or “how do you find your meal Madam?”
 Big goodbye and thank the guests for coming.
6. What are some special needs that must be addressed when welcoming a customer?
Possible Answers:
 Alternative easy access to their table because of a disability.
 A high chair for infants.
 Appropriate food for those with special dietary needs as indicated in the reservations book.
 Privacy for romantic couples, business people.
 Special tables assign for PWDs.
7. What are activities associated with presenting menus and drinks list? How do you present the menu?
Answers:
 Ensure there adequate menus for everyone to read.
 Distribute menu to the guests from their right hand side
 Leave the wine guest of the host or place of the centre of the table.
 Ask customers if they would like any starters.
 Serve any complimentary starters if appropriate.
8. Explain the importance of upselling to the hotel/restaurant operation?
Possible Answers:
Upselling is very important in food service because of the following reason:
 The guests may not be familiar with the food that the hotel offers.
 To encourage guest to order a complete meal
 For proper food and wine paring
 To suggest unpopular menus
 To increase sales for the day
9. When collecting food from the kitchen, what checks should food servers make?
Answer:
 Checking that the right meal has been prepared and any requested preferences have been
accommodated.

2 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN

 Checking the plate to make sure there are no marks, spills or drips.
 Checking the quality if the items
 Checking with the chef to identify how a particular item has been cooked.
 Checking if special condiments need to go with order
 Checking to make sure there is uniformity between dishes
 Ensuring correct temperature of the dish
10. What is the process for adjusting cutlery?
Answer:
 Identify what needs to be removed from each cover
 Identify what needs to be added to each other
 Obtain the necessary items
 Low them onto a clothed service plate
 Carry the clothed plate with all the required items to the table
 On arrival of the table, begin adjusting the items by starting at number 1 guest working clockwise
around the table
 Always handle cutlery by the handles
11. What is the correct temperature when serving the red wine?
Answer:
 Room temperature (15.5 degree to 18 degree Celsius, 60 degree to 65degreeF)
12. What is the “three minute check”?
Answer: When a meal has been served to the customer, it is important for service staff to revisit the table a few
minutes later to check that the meals are to the customer’s satisfaction.
13. What items can be replenished during the “three minute check”?
Answer:
 Drinks
 Extra condiments
 Extra cutlery
 Extra crockery
 Extra glass ware
 More serviettes
 A scrap bowl – depending on the menu item being served
14. What are some options to result a food related customer complaint, during the three minute check?
Answer:
 Replace meal quickly
 Allowing them to take some items from the buffet whilst they are waiting
 Providing a plate of snacks including rice, salad, bread or fries
 Suggesting fast cook items to that a dish will be ready when others are also eating

3 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN

15. What are the things to do when the guest complaint? Explain steps on how to handle guest complaints.
Answer:
 Listen attentively and acknowledge the complaint
 Apologize
 Restate the complaint briefly back to the customer to show have listened and understood
 Agree by thanking the customer for bringing the matter to your attention.
 Act quickly, quietly and professionally
 Follow up if complaint was addressed
16. How will you handle guests needs with restrictions on allergies?
Answer:
 Inquire the specific restriction/ allergens
 Suggests alternative food items
17. How will you handle a guest with signs of intoxication requesting for more bottles of hard drinks:
Answer: Suggest or offer food and beverage that could lower the blood alcohol content
E.g. hot soup, coffee carbohydrate-rich foods
18. What assistance can be provided to customers as they leave a table?
Answer:
 Pull back chairs for customers
 Get wheelchairs or other aids as required
 Thank customer for their patronage
 Arrange any take-away containers
 Where permitted, place corks back in unfinished wine bottles for easier transportation for customer
 Arrange toothpicks
 Remind customer to collect any bags, clothes and other personal items left on table, seat of floor
 Arrange balloons or gift packs or other children’s gifts
 Help them with putting on coats and jackets
 Remind customer to collect change, credit card or receipt
 Escort the customers to the door
19. What are some examples of “end of service” assistance?
Answer:
 Obtaining a taxi or other transport for guest
 Retrieving items that have been placed into safe keeping
 Offering umbrellas
 Accompanying guests to cars
 Making reservations on their behalf
 Directing them to their next destination, including shops, cultural, tourism or sporting area of interest
 Offering a seat, paper or complementary coffee while the weather clears

4 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN

20. What are common methods in which customers can settle accounts?
Answer:
 Paying cash
 Paying via credit card trough using a manual or electronic system
 Using EFTPOS facilities – “Electronic Funds Transfer at Point of Sale”
 In selected situations customer may settle their accounts by
 Charging to their room
 Charging a house account: These are use for functions or corporate events
 Presenting vouchers for nominated amounts and/ or items/ services
 Paying by cheque
21. What are the different styles of banquet sset-ups?
 U-shape
 Theatre
 Classroom
 Round
 Semi-circle
 Hollow square
 Fishbone
22. Case study. Explain what went wrong.
The guests have given their orders and the waiter has placed the orders to the kitchen. The waiter returns to the
table and informs the guests of the house specials and best seller menu items intrigued and encourage to try the
recommended food item, the guests changed their minds and cancelled their earlier order.
Answer:
The waiter performed up selling and suggestive selling but at wrong time. The waiter should have suggested
and promoted other food items in the menu during orders taking. He can also suggest additional food and
beverage items after he has served the ordered food.

5 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN

PROVIDE ROOM SERVICE

1. How can you avoid room service mistakes? What are the things that need to be checked to avoid mistakes?
Answer:
 Clarifies, repeats and checks details of orders with guests
 Verify guest information like room number and name
 Advises guests approximate time of delivery
 Check the orders before leaving the kitchen for delivery
 Check if mis en place is complete
 Check on the amount of the bill and
2. What is a “Door Knob” menu?
Answer:
 A type of room service menu place in the guestroom, which lists the times that breakfast can be served
with a limited number of breakfast items. Guest select what they want to eat and the time they want the
food delivered, then hang the menu outside the door on the doorknob. The menus are collected and the
orders are prepared and sent to the rooms at the specified times.
3. What are the standard amenities set in the tray / trolley during breakfast?
Answer:
 Sugar and cream
 Jam and marmalade
 Cup and saucer
 Silverware (dinner knife, dinner fork and teaspoon)
 Folded napkin
4. What will do upon reaching the guest room?
Answer:
 Knock on the door / ring the doorbell
 Mention room service
 Great the guest
 Set the table accordingly
5. What will do upon entering the room?
Answer:
 Guest are asked where they want the tray or trolley positioned
 Explain take away procedures for the tray or trolley when the guests have finished their meal
 Ask the guest to acknowledge the service by signing the delivery slip

6 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN

Room Service bar Laboratory

 With all mise-en-place needed for bar service as listed in the range of variables in the Training
Regulations
Kitchen Laboratory
 With all mise-en-place needed for food service as listed in the range of variables in the Training
Regulations
 With mock food to represent basic ordered food as such starters(appetizers, soup, salad and pasta): main
course and desserts. Actual or real breads(ex: dinners rolls) should be provided
 Tube ice.

TAKING THE GUEST ORDER

When the phone starts to ring., wait after three (3) rings before picking up the phone. Remember to speak
politely and clearly.
Receiving a call
1. Pick up the phone and greet the guest. Be sure to introduce yourself and offer greetings with a smile.
2. Write the guest details on the order slip. This includes the name and room number of the guest.
Sample script:
“Room Service, Good morning!”
“This is… (Mention your name) . How may I help you?”
“May I know who is on the line please?”
“May I know your room number?”

Getting the order

1. Ask for the order of the guest. If one is not familiar with the order, use the menu as reference.

“May I get your order, please?”

2. List the order details on the order slip

3. The room service attendant must ask for the guest preference if there any options available in the ordered
meal. This will include the options for beverages like coffee or tea and side orders like fruits and salads.

“Which do you prefer, fresh fruits in season or fruit juice like mango or pineapple?”
“For your drinks, which do you prefer, coffee or hot chocolate?”

4. Offer daily specials or best sellers like soup for the day, chef’s recommendation.

“Instead of sausage, would you like to try our roasted beef? It is one of our best sellers.”

7 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS
FOOD AND BEVERAGE SERVICE NCII- BULACAN

5. Ask if the guest requires condiments. One may suggest salt and pepper, mayonnaise, mustard or catsup.
‘
Would you like any preferences for your condiments?”

6. Ask for additional orders and confirm delivery time once the order is final. Inform the guest of when the food
would be served to their rooms.
“Do you have any additional order?”
“Your food will be available in 15 minutes. Would you want us to deliver it right away or on a specific time?”

Recapping and confirming the order

1. Recap the order by stating each item the guest requested.

“May I repeat your order?”

“Did I get your order right, ma’am?”

2. Compute for the total amount of order which includes total cost of food, taxes and service charge (if any)

“The total amount of your order would be 200 pesos.”

3. Confirm the payment method whether cash or charge. For cash payments, ask the guest if they would pay the
exact amount or if you should bring the change.

“Would you prefer to pay it in cash or charge it to your room?”

Closing the call

1. Thank the guest and ask for any additional assistance. If none, one may end the call.

“Thank you for your order, ma’am. Is there anything else that I can help you with?”
“Thank you for calling room service. Have a nice day.”

8 Prepared By:
Mr. Joseph Bingbong M. Gutierrez
2017- LAMS SHS