Module 1: Welcome and Greet Guests (Weeks

1)
There are restaurants with good patronage upon opening. Then as time goes by lose
their customers because of personnel inefficiency. The promptness and
responsiveness to customers’ needs in dealing concerns and complaints are usually
its’ cause. Guests want their expectations to be met and mostly demand attention,
recognition, and appreciation. A friendly atmosphere in front of the guest as they
arrived is a must in every personnel.

A well-structured management from managers to service crews ensures a relaxed

and welcoming (warm, friendly, and efficient service with politeness) atmosphere. A
receptionist is a person who greets guests upon arrival. Together with the
professional waiter must be well-groomed, with excellent communication skills and
customer service capabilities. They are expected to behave gently and strictly
observe the rules of basic courtesy and work ethics.

While on duty avoid these unpleasant habits

Yawning Sneering or staring look

Chewing gums Daydreaming and eavesdropping
Bluffing guests Counting tips given by guests
Singing, whistling Going in groups with another staff for
a chat
Leaning on walls, tables, and chairs Suggesting or demanding a tip
Frowning look, a show of irritation Divulging confidential information to
guests
Reading newspapers and magazines Too much familiarity with the guests
Mannerisms like biting nails, crossing Airing grievances against the
arms, biting lips company to guests
Putting hands on pockets and playing Pointing someone or something with
with coins a finger
Indulging in guest’s private Shouting giggling, engaging in loud
conversation conversation and horse playing
Seating with customers to indulge in Interrupting guests’ conversation
conversation unless for a valid reason

Definition of Terms

Customer/Guest A person who buys goods and services

offered in a restaurant.
Receptionist A person who welcomes and greets the
guest in a restaurant
Phraseologies Expressions made in dealing with the
guest.
Reservation Act of making prior arrangement in a
restaurant
Waiter A person who serves food and
beverages
A waiter or receptionist’s qualities must be cultivated to give warm and gracious
service to all types of guests who enter the restaurant. The following attributes
include:

1. Willingness and eagerness in attending to guests as projected in a pleasant facial expression.

Maintaining a positive disposition and avoiding any display of irritation.
2. Maintain a tactful and diplomatic gesture in handling guests.
3. Demonstrate a pleasant and expressive disposition and movement towards the guests in the entire
service.
4. To be receptive to any comments and feedback from the guest end with words of appreciation all the
time.
5. Responding to the needs and concerns of the guests through words of affirmation, appreciation,
acknowledgment, and empathy.
6. Immediate and prompt attention to guests concerns and always be on standby for additional requests
and orders.

In most fine dining restaurants, all guests should be welcomed at the entrance within
one (1) minute of arrival; guests are greeted warmly with good eye-contact, good
tone of voice, and a genuine smile. They are escorted and seated within 2 minutes of
their arrival. To add a personal touch in the service, the dining personnel should
behave and deal with the guests courteously and politely.

Pointers to remember in welcoming the guests

1. When the guest arrives, open the door. Walk towards the guest and make a
pleasant eye to eye contact and welcome them with pleasant greetings.
2. Address them with an appropriate greeting for the time of day. As follows:
00:00-11:59 “Good morning”
12:00-06:59 “Good afternoon”
7:00-12:59 “Good evening
3. Use the guest's name when known. Try to call the guest by name: e.g. “Good
morning Mr./Ms._____________, How are you?” or “Welcome to (name of restaurant),
Mr./Ms. (name of guest).”
4. Be aware of the guest as they come into the dining room or restaurant. If you are
still busy with another guest, acknowledge the new guest by making eye contact and
saying, “I will be right back with you” or a simple hand gesture or smile will do.
Guests must be acknowledged right away to avoid embarrassment on the side of the
customer. Also, by recognizing them immediately, you have made them feel
important.
5. Extend assistance to the guests as much as possible. Ask if they need assistance
(e.g. folding umbrellas, removing the coat among others). Helping guests create a
welcoming atmosphere.
6. Check for any reservation. Politely ask if they have a reservation. If they do, ask
the guest's name, and guide them to the reserved table. Make sure their table is
prepared in advance. If the guest has no reservation, ask how many are dining and
ask their preferred section in the dining room or restaurant (e.g. smoking or non-
smoking area, near the window, corner table among others) and also ask them
politely to wait while you check on the availability of the table.

In case there is no available table, politely inform the guests and ask them if they can
wait for a while at the lounge. Be honest about the length of the waiting time or
period to avoid a bad impression from the guests. Explain to the guests that there
will be a table ready in a few minutes or that the table is currently being cleared and
set. If you anticipate a long waiting period, you may offer complimentary drinks and
lead them to a place where they can wait comfortably.
Basic Phraseologies for Welcoming and Greeting of guests
As a beginner, before you can welcome and greet the guests correctly, here are the
basic phraseologies that you can follow:

1. “Good morning/afternoon/evening Sir, Ma’ am” or Mr./Ms.____.”

“Welcome to _______________________ Restaurant”,
(If the guest is a patron or regular customer, welcome him/her back
and say, "Welcome back Mr. Ms.___________, We are glad to see you
again Sir, ma' am."

2. Has no reservation:
“Do you have any reservations sir/ ma’am?” or
“Have you made any reservations sir/ma’am?”
“That’s alright, May I have your name, please?” “A table for how many persons
sir/ma’am?”
“We offer a choice of smoking and non- smoking areas, which would
you prefer sir’ ma’am?” or
“Would it be a smoking area or non-smoking area sir/ma’am?”
(If the outlet is full and there is no available)
"I'm sorry Sir, Ma'am but all the tables are occupied at the moment, Do
you mind waiting at the lounge for about ____minutes and I will call you
the moment we have a table available for you?”

3.Has a reservation:
“Do you have any reservations sir/ ma’am?” or
“Have you made any reservations sir/ma’am?”
“To whose name was the reservation made sir/ma’am?
“May I have your name, please? (How do you spell that, please?)
“Certainly (Mr./Ms.____) or Yes sir/ma’am you made a reservation
good for ___person/s and we have prepared Table number 3,
in a non- smoking area”/a smoking area”
Module 2: Escort the Guests (Weeks 2)

Escorting and Seating the Guests

The manner in how customers are seated should contribute to making favorable
impressions. Courtesy and care should always be present. Different seating
arrangements should be made for different types of guests. Considerations should be
given to (a) customers who prefer smoking or non-smoking areas, (b) customers with
small children, c) customers with special physical needs, and (d) customers with
communication difficulties.
As a receptionist or Maitre D’ Hotel, you have to consider the following when
assigning tables or seats to customers:
• First accommodate the guests’ preferences (e.g. smoking or non- smoking area,
bar, booth. Garden, among others) whenever possible. If not possible, apologize and
offer what is available.
• Avoid the use of a four-seat table for one or two people unless there are no other
tables available. When small tables are available for four or six persons, these may
be joined for them to occupy.
• Consider the expected number of guests at the party and assign them where they
have enough space to sit on.
• For groups with kids, position them in the corner or wall side. Offer cushions or
booster seats. For couples, assist them in the seat with the best view.
• Special care must be given to persons with mobility difficulties.
• A guest that has trouble walking (e.g. senior citizens or one who has a limp) should
be given a seat as close to the hostess station as possible. Help without overbearing
and avoid drawing unnecessary attention to them.
• Ladies must always be seated first and against the wall (if any). Pull out the chairs
for them if they let you. This is a nice "old school" gesture that is often forgotten.
Push the chairs gently after they are seated.
• For groups where there is a host or hostess, or where there are assigned seats for
the guest. It is customary to seat the host/hostess last.

Definition of Terms
A type of elevated seat intended for
Booster seats / booster cushions
children
A special beverage offered to guests as
Complimentary drinks
they seat
Escort Accompany guest towards their seats
A space near the entrance where guests
Reception area
are accommodated
Table napkin A linen to be unfolded as the guest seats

From the reception area, lead the guests to their table. As a receptionist, show the
way with open hands and at the same time say, “This way please Mr./Ms. (name of
guest).” As you escort them, you may walk side by side with the guests or at a short
distance in front of them, at a comfortable pace. Be considerate of elderly or
handicapped guests when leading the way as the pacing must not be too quick.
If the guest did not make any reservation, the receptionist should ask how many they
are in the party. If there are still vacant tables to accommodate them, you must lead
them to the table.
As soon as all the guests have been seated the receptionist must now introduce the
captain waiter/waitress. The receptionist should inform the captain waiter/waiter
about the guest's special request (if there is any) or important information, such as a
guest's allergies. She then wishes the guests a pleasant meal and leaves accordingly.
The captain waiter/waiter should make good eye contact and stand erect as he /she
welcomes the guests to the restaurant, depending on the establishment's policies.
He/she should introduce himself by name, "Hi, I am (name), and I will be your Food
and Beverage Service Attendant. Please let me know if there is anything, I can do to
make your dining experience more enjoyable." Reading the guest's comfort level and
perhaps the occasion helps personalize and adjust service to the specific needs of
the party.

The service crew must do the following:

1. Escort the guests to the table they are assigned.
2. Converse with them as you walk.
3. Arrange the table according to the number of guests who will occupy.
4. In the case when all tables are occupied, the crew should lead the guest to the
waiting lounge giving them coaster pager or priority number. The guest must be
ensured that they will be given priority once a table is already made available.

"Excuse me, sir, ma'am all tables are occupied by this time but in a few minute you
will be our priority as soon as it will be ready.”
“Kindly stay at the waiting lounge while we prepare the table
for you Sir, ma’am”

5. Assist guest by pulling out a chair and gently push as he or she

seats.
6. When you are busy with a table and a guest sits at another table

which is in your station, try to greet them properly and ensure them
that you will attend to them as soon as possible.
7. Ask the guest to unfold the table napkin for him or her. Be very

careful not to touch any body part of the guests while laying the
table napkins.
8. Ask the guest if he or she wants a glass of water (American service).

Procedures in pouring water:

1. Open the water bottle in front of the guest.
or pour water carefully from the service pitcher.
2. Serve ladies & older gentlemen first.
3. Make sure the bottle does not touch the glass.
4. The label is up and in the palm of your hand.
5. Clockwise motion around the table.
6. Pour slowly and carefully.
7. Fill the glass to 3/4 full.
To understand fully with the Phraseologies to be used when seating a guest, here is
the suggested lines that a service crew must use and memorized:

“Sir, Ma’am, please come this way” or

“This way please Sir, Ma’am” or
“This way please, Mr./Ms.____.
“Will this table be fine with you Sir, Ma’am?” or
“Is the table okay for you sir/ma’am?
"May I unfold the table napkin, Sir, Ma’am?"
“Would you like to have a glass of water sir, ma’am?”

For you to learn further on how to lead the guests to their seat in a restaurant, here
is an enrichment to understand the lesson better.
The Seating Etiquette
1. You should arrive at the table before the guest.
2. When you reach the table you should be standing behind the chair.
3. Note that you should seat the ladies first then proceed around the
table in a clockwise motion and seat the host last.
4. In the absence of the ladies the other gentlemen should be seated
first and the host should be the last.
5. If two customers enter the restaurant, lead them to a two-seat
table instead of a four-seat table unless there are other tables
available to maximize table utilization.
6. Place both hands on the back of the chair and pull out the chair
approximately 2.5 feet to allow the guest to move freely.
7. Look at the guest and either nod or say the following phrase “Excuse
me Sir or Madame” signaling toward space.
8. Allow the guest to move into space. Once the guest has moved,
hold the back of the chair again with both hands. At the same time, place your right
foot on the base of the chair and gently push the chair back giving time for the guest
to sit down slowly.
9. Proceed around the table clockwise and then seat the other guest.
 Lesson 3: Present the Menu and Take
Orders
The job of a waiter is to be familiar with the type of menu offered by the restaurant
All details in the menu must be known to explain clearly to the guests. In taking
orders, a waiter must be guided with the menu pattern and its courses to keep him or
her on the right track.
Good communication with the guests is the best marketing strategy a service crew
must manifest. You should also be at your best most of the day. Keep the voice of
speech audible while talking. Let them know, as a service staff, you are eager to
serve them. Keep upright posture and a smile on the face while speaking to the
guests. Make a round to observe if everything is fine at the table.
Before orders can be taken, the dining guests need to know what food and beverage
items are provided by the restaurant.

Definition of Terms
A La Carte Menu A multiple choice menu, which shows portioned dishes that are
priced individually.
Breakfast menu Fairly standardized menu that includes juices, cereals, eggs to
order, breakfast meats like bacon, ham sausages, waffles, and pancakes.
California Menu Features items for breakfast, lunch, and dinner.
Computerized A docket system widely used in food control system establishments
where orders are entered in that are offered throughout the day.
Cycle menu Set of dishes or menu items that are repeated each day during a week
cycle.
Degustation menu “chef’s tasting menu”, showcasing the chef’s
flavor, textures, and flair.
Dinner menu Has larger and elongated serving portions for
guests to have more time and leisure for eating.
Duplicate docket system A traditional manual system which can be
pre- printed; often used in medium and large size
hotels and restaurants with limited menu.
Du jour/ daily menu “Du jour” means “of the day”, restaurants used
available seasonal ingredients to prepare the
freshest food possible for the day.
Electronic order pad An order entry tool which provides all the items
In the menu list to take note of customer orders
quickly.
Lunch menu Composed mostly of light and informal meals
like sandwiches, salads, and soups.
Menu board A board where the menu is posted on and placed
outside a restaurant primarily to attract
customers.
Menu card/folder This has all the types of food offered in a
restaurant and presented to guests.
presented to the guests
Point of sale (POS) A computerized based order- entry technology
Equipment that is used to capture orders, record data,
display or print tickets.
Static menu most common type of menu or pre- determined
That does not need to change every day.
Table D’ hote French phrase which means “host table”. it offers
on or more variants of each dish for fixed price.
Triplicate docket system a traditional manual system used in medium and
Large- sized hotels and restaurants.
In a restaurant there are two different types of menu which vary in the manner they
are served and priced.

Types of Menu
A La carte menu is a multiple-choice menu, which shows portioned dishes, and
each dish is priced separately. It allows the guest to choose dishes whose prices are
within his/her budget.
In the a la carte menu, all items are cooked to order including the sauces that are
made with wine, cream, or mustard. It depends on the dish chosen by the guest; the
cooking time will vary. It is necessary to inform the guests about the time the
preparation might take.
Table D’ Hote is a French phrase, which literally means “host table”. It offers one or
more variants of each dish for fixed prices. Such menu may also be called PRIX FIXE
or “fixed price”. It usually includes three or five course meals available at a fixed
price. It is also referred to as fixed menu. Because the menu is set, the cutlery on the
table may be set for all the courses; the first course cutlery on the outside, working
towards the plate as the courses progress.

Table D’ Hote menus should be well- planned and balanced. As the guest is not given
a chance to plan his meal. The meal should be interesting, without any similarity in
the color and taste of the courses as well as being palatable, delicious, and well-
presented.
This menu can be expensive, but it also offers a variety of food choices. Mostly found
at chef- driven, fine dining restaurants.

A table d’ hote or prix-fixe menu changes frequently and usually focus on seasonal
ingredients. Sometimes listed as the “chef tasting menu” or Degustation menu, this
type of menu is described as “showcasing the chef’s flair for combining flavors and
texture.

Difference between A La Carte and Table D’ hote

A La Carte Table D’hote
Food is kept in a semi- prepared form Food is kept in fully prepared form and
and takes time to serve. can be served immediately
Food items are individually served, and The menu is collectively priced, and the
guests pay for what they order. customer must pay for the full menu
whether he consumes a certain dish or
not.
There is a vast choice. The menu is There is limited choice. The menu is
elaborate comparatively small
Silver is laid according to the dishes Silver for the whole menu is laid in
ordered advance as the menu is known in
advance

Other Types of Menu

Static menu is the most common type of menu or pre- determined menu that does
not change every day. These menus are usually laminated for easy cleaning and
reuse. Fast food restaurants, chains, diners, and delis typically have static menus.
These menus are usually divided into categories of appetizers, soup, salads, entrees,
and desserts.
Some of the benefits of a static menu include increased familiarity among guests,
dish stability across different locations, and speedy production. Disadvantages
include difficulty finding seasonal ingredients, stale menu items and the risks of
having the customers bored.
Du Jour Menu or Daily Menu “Du jour” translates as “of the day” as in “soupe du
jour” of the day. This menu changes and focuses on seasonal ingredients, preparing
the freshest food possible. While some restaurants offer only daily specials, every
item on a day “jour menu” is special. Often called chalkboard menus (because
sometimes they are written on one), du jour menus highlight fresh fish and seasonal
vegetables, and center on preparations in sync with the time of the year. One of the
drawbacks to chalkboard menus is that there is a limited supply window for certain
ingredients and guests cannot come back for the same dish all year.

Cycle Menu is a set of dishes or menu items that is different for each day during a
cycle and repeats. These menus are found in school cafeterias, hospitals, and other
institutional facilities. The goal is to avoid boredom while keeping the dishes easy to
prepare. Cycles can run from one week to one month and beyond.
Breakfast menu is standardized. Most restaurants will offer a choice of juices, cereals,
eggs, breakfast meats like bacon, sausages or ham, waffles, or pancakes with maple
syrup. Bed and breakfast establishments generally serve a choice of breads, jam,
marmalade, tea, and coffee. Being the first meal buffets are common in outlets with
brisk morning business.

Lunch Menu is composed mostly of light and often informal meals. Business-
persons prefer sandwiches, salad, and soups due to limited time at lunch breaks.
Salad bars have become an important part of most luncheon restaurants. A lunch
menu must be easy to read and food included therein must be produced quickly.
Dinner Menu is more elaborate as guests have more time and leisure for eating.
Dinner menu has larger serving portions. As such, people are willing to pay extra for
these meals. Alcoholic drinks are an essential part of dinner menus.
California Menu features items that are traditionally available for breakfast, lunch and
dinner offered throughout the day.

Children’s Menu typically has burgers, fried chicken, hotdog, sandwiches, French
fries, noodles, ice cream and soft drinks. Serving portions are usually smaller and are
often priced lower.
Dessert menu is offered by restaurants that have good patisserie. They cater to the
public with a sweet tooth. Most outlets with this specialty would have captive
confectioneries to give them an edge.
Tourist Menu is posted on the board outside a restaurant usually with an attractive
headline price, primarily designed to attract tourists. The tourist menu price can
seem a big saving on individual dishes but for a good reason. The portions are
typically smaller, the cuts of meat are often cheaper and the accompanying French
fries and vegetables are less.
Menu Presentation As soon as the captain waiter/ waiter or Maitre D’ Hotel sees that
all the guests are comfortably seated, he/she should now present the menu.
Important Things to Remember:
⚫ Make sure menus are clean, presentable, updated, and correct.
⚫ Some menus may contain inserts such as the day’s special. Make sure that all
menus have these inserts.
⚫ Never put the menus on the table where the guests must pick them up. Instead,
offer menus to each guest, whenever possible; first women in the party, then to the
men and finally to the host.
⚫ Present menus with the right hand while standing on the right side of the guest,
maintaining an eye to eye contact with each of the guest.
⚫ When handling out the menus, ensure these are positioned the right way not
upside down.
⚫ Open the menu on the first page while offering it to the guest. Hold the menu at
the upper part with your right hand, and when needed, assist with your left hand the
bottom part.
⚫ Present the menu when the guests are already comfortably and properly seated.
⚫ Menu should be presented right side up. One-piece menu is presented handed
cover face- ups. Book type with multiple sheet menus are presented on page of first
appropriate major course
⚫ Hand menus to the guests with politeness and a smile accompanied with some
introductory suggestive selling recommending “Today’s Special”, for example.
⚫ Correction of items in a menu should be in a very neat manner.
⚫ In presenting the menu, one can say, “May I present to you our menu.”
Be sensible and allow the guests some time to decide on what food and drink they
will order. The guest does not want to be hurried into giving their decision. Thus,
the FBSA/ Waiter must leave for a while (3-5 minutes) to allow guests to choose food
and drink from the menu.
However, if the guests have questions about the menu or need guidance to make
appropriate choices, the FBSA/ Waiter, may have to stay with the guests to answer
their queries.

Taking Orders
The following are pointers to observe when taking food orders.
• Always have a sharp pencil or pen and order forms/slips pads ready.
• Approach the guest after you have given them the time to look at the menu.
Sometimes guests signal their readiness to order.
• It may be possible to identify the host/ hostess, but if you can approach his/her first
because he/she may wish to order for his/ her guests.
• If he/she does not begin, take the order for the female member to his/her right and
go clockwise. If there are children, start with them.
• When there is a couple, approach the man first if they are ready to order.
• Stand erect to the left of the guest with the order pad supported in the palm of your
hand and ball pen ready.
• Never trust your memory with the orders. Always jot them down together with
other instructions.
• Bend slightly forward in an attitude of close attention.
• Incorporate suggestive selling techniques throughout the order-taking process. You
could say, “Would you like to start with a cocktail Sir, Ma’am?”
• Give attention to orders with special requests. Be sure you understand what each
guest wants. Repeat orders as you write them down to prevent errors and guest
displeasure.
• Pay attention on the preparation and variations of accompaniments with specific
reference to “doneness” of steak, fish or meat and condiment, sauce, dressing,
among others.
• Record proper sequence of serving starting with appetizer, soup, salad, entrée,
main course, dessert, and coffee.
• Record beverage order separately.
• Ask when beverage is to be served.
• It is very important to keep the sequence when you present the food. In your
notepad, you must write down both the sequence of the food and the name of the
person who orders it. Generally, it is done in a clockwise direction. First, take orders
from the host and then start following to his right and give an
identification number to each guest. Another way is to give a number to the person
who is seated near the service door. You should plan some coding method by your
own to easily understand who order and which food. As a professional server you
should not ask “Who order xyz” or serve the wrong food to a guest.
• Generally, guest will order an appetizer first, then beverages, then main course,
and lastly some dessert items. If guest orders haphazardly, it is your duty to serve
food according to the sequence.
• Give proper time to guests to enjoy their beverage items. If the glass gets empty,
you can graciously ask him whether he wants replenishment by saying this: “Would
you like me to replenish/ refill your glass, sir?”
• If the guest is in a hurry and seeks your assistance, suggest to him some “ready to
serve” food items rather than “cooked to order” items.
• Suggestive selling is a good skill to have for a waiter, but you may want to identify
the guests you apply them to. If your guest is a couple or a student, then it is
advisable not to suggest hugely expensive food. You must keep increasing your sales
but also remember not to lead your guest into an embarrassing situation. Repeat the
food items and guest’s orders. Ask the client whether he wants to have anything else
or not.
• Be certain to write orders in a legible manner to avoid difficulties for everyone.
• Before you place your order to the kitchen, check your station first for other
customers who may want your attention.

Taking food orders

In taking orders, make sure to follow standard procedures. The following are the
common steps to observe in most food serving establishments.
Steps Procedure Rationale/ additional
Information
1. Approach the table and Stand beside the guest. A pleasant greeting with a
stand at the right side of Look, smile, and greet him warm smile gives an
the host or her by the name and impression of
title (if known). If not graciousness and warm
known, address him or her hospitality
with sir or ma’am.
2. Present the menu Present it with the cover Menu should be carried to
facing the customer if the the table properly
menu is a book type
(several pages). If not,
present it open.
3. Take the food order. Ask the guests if they are If there is an honoree,
ready to order “May I take take his/her order first.
your order now?” Take the
order beginning with the
ladies then the gentlemen
and lastly the host.
4. Write down the order. Write down on an order
slip and in triplicate- one For control purposes, no order
copy goes to the kitchen, will be dispatched from the
one for the waiter and one kitchen without an order slip.
for the cashier.
5. Take efforts to sell a Suggest appetizers, soup, To increase sales, waiters
complete meal. and salads to complement use suggestive selling
the main dish, offer when taking orders. Make
variety of items, suggest suggestions that are
wines that will best suited to the age, taste
complement the meal. and needs of the
customers.
6. If the order is out of Tell the guest Never make a guest wait
stock, suggest outright when his order is for an order that is not
appropriate alternatives not available.: “I’m sorry, available. This will irritate
or substitute. but we have run short him. Suggest an
of____. You might want to appropriate alternative for
try_____” (mention the out of stock items.
appropriate alternative/s

The basic phraseologies used in taking food and beverage orders with suggestive
selling based on establishment standards are as follows:
“Excuse me Sir. Ma’am, May I present to you our menu,
I will be back for your orders in a short while.” Or
 “Would you like to review the menu now while you wait Sir, Ma’am?”
“May I take your beverage order sir?”
“May I repeat your beverage order sir?” You have ordered a glass of Sauvignon
Blanc for your beverage/wine.”
“Here is your (name of beverage/wine).”
“May I now take your food order sir?”
“Yes Sir, you have ordered one mushroom soup, Grilled lamb in chili sauce for your
main course and mixed fruits for your dessert.”
“May I repeat your order sir, you have ordered one mushroom soup, Grilled lamb in
chili sauce for your main course and mixed fruits for your dessert.”
“How about having a Caesar’s salad Sir?”
“It would be nice when paired with your Sauvignon Blanc.”
“Do you have any special request sir?”
“Yes Sir, your food will be served within 15 minutes.”
Module 4: Liaise Between Kitchen and Dining Area

How to Liaise between Kitchen and Dining Area

Liaise is defined as establishing a working relationship typically to cooperate in a
matter of concern. In the food service industry, coordination between the kitchen and
dining area is vital, especially during busy periods when there is a large demand for a
certain menu item that may cause a longer time to prepare. It is the duty of the
service food attendant to advise the guests of the specific amount of time that food
will be prepared.

Taking and Placing Food Orders

Orders may be transmitted to the kitchen verbally, but it is still better to do it in
writing to ensure quality service. Since orders have already been written by the
waiter, it is just a matter of submitting a copy of the order slip to the kitchen. Order
slips must be legibly written to be easily understood by the kitchen staff. When a
waiter uses another form of "shorthand", code, or abbreviation to note information,
he must ensure that the kitchen staff is familiar with it.

Nowadays, orders can be taken and placed in various forms, depending on how many
guests are there and according to the standard procedures of the establishment.
Some establishments have preprinted forms that simply must be ticked. Often, the
waiter will have to use blank docket. Hence, A Food and Beverage Service Attendant
(FBSA) or Waiter must have enough knowledge of how to use a docket system.

The following are the four main types of docket system used in most hotel,
restaurant, and catering establishments:

1. Triplicate docket system. This is a traditional manual system that is often used
in medium and large-sized hotels and restaurants. Hence, food and drink orders must
be written in the same language as the menu to avoid misunderstandings. Only
agreed abbreviations should be used. It must contain:
• Table number
• Number of covers
• Date
• Waiter’s signature

Any cancellation of the docket must be authorized by the head waiter or supervisor.
Often more than one docket is needed for the meal. For instance, the dessert
requires a second docket to be written. In this case, the docket should be headed
‘Supplement’.

This docket should be signed by the supervisor or head waiter. There is usually no
charge for such orders.
If there is an accident with a dish, and a docket is written for a repeat order, it should
be headed ‘Accident”. This docket should also be signed by the head waiter or
supervisor and no charge should be made. The same procedure is followed with the
three copies.
If the wrong dish is sent from the kitchen, it should be returned with a docket headed
‘Return’. The name of the correct dish and the returned dish should be written on the
docket.

2. Duplicate docket system. This system is often used in small, informal

restaurants. This system uses only two copies of a docket. It is normally used in
establishments offering a limited menu and might be preprinted. It may also make
use of perforated strips, each one for the different courses. The waiter tears off the
strip and sent it to the kitchen as required
The docket should contain the following:

1.The serial number of docket pad

2.Waiter's code number identification
3.Table number
4.Time the order is placeds
5.Date information

The duplicate copy is also used for billing purposes. It should be given or
forwarded to the cashier for the preparation of the guest’s bill.
The waiter must ensure that all items are entered on the bill. If the waiter
presents the bill and the guests pay the cashier, an analysis of the waiter’s
takings will be drawn up by the cashier.

3. Electronic billing machines. This is used in some establishments where

the waiter, rather than the cashier, prepares the bill with accuracy and
speed.
The Electronic Order Pad was created primarily as an order entry tool for
DSRs. It was designed to quickly make customers' orders while providing
important information to increase sales volume and profit margins. It is a
mobile application that works with cloud-based entrée NET servers. This
means the Electronic Order

Pad communicates directly with the entrée NET system in the cloud and turn
that cloud-based system communicates with the local server in the office.
The tablet must have internet access to create orders. This can be either
WIFI or through a cellular network with a data plan. None of the company's
precious data is stored on the device to the avoid risks of the cloud server
data is stolen or if the tablet is lost or stolen. All activity, such as creating a
customer order, is saved on the entrée. NET cloud servers as the orders are
made. If the tablet loses wireless access or powers down suddenly, no data
will be lost. The DSR will simply log back in and complete the order exactly
where they left off.
All waiters will have a key with their letter on it a stationary folder, food order
pads and bills with consecutive numbers, a paying-in slip, and afloat.
When taking an order, each course is written on the order slip then placed in
the billing machine before being taken to the kitchen. The correct keys must
be pushed to price the order accurately. To use the machine, waiters must
insert their key into the appropriate position.

How to use an electronic billing machine?

• Place the waiter’s key into the correct locking position.

• Place the docket in the machine.
• Press buttons to price the dishes concerned.
• Press the food/ beverage button to show that the money was received.
• Press identity key.

4. Computerized systems. The docket will now print out. This used in large
establishments and chain restaurants.
Nowadays, the system is widely used in restaurants, particularly in
residential hotels and large establishments such as clubs. Here, orders are
entered by waiters at one or more terminals situated on the floor. Orders
may be 'over-the-counter' sales or saved to allocate tables.

Point of Sale (POS) System

In most food establishments, Point of Sales (POS) System is used as a
replacement for the traditional or manual way of taking and processing
orders.

Point of Sale (POS) Equipment is the computer-based order-entry

technology that many restaurants use to capture orders, record data, and
display or print tickets. Restaurant servers, bartenders, and cashiers can all
use POS systems to easily enter food and beverage orders.

The POS has the following capabilities:

• Acts as a cash register as well as a computer. It consists of multiple
stations, including credit card terminals, receipt printers, display screens,
hostess stations, and server station.
• Calculate cash due for every order entered
• Record the method of payment
• Keep track of the cash in the cash drawer
• Create hourly and daily sales reports
• Allow hourly employees to clock in and out
• Calculate labor and payroll data
• Record daily check averages for each worker
• Keep track of menu items sold
• Record information on repeat customers
Having a POS system in place can add convenience, accuracy, and save time
in busy situations.

How Employees Use POS Systems

The use of a POS system may differ in one way or another depending on the
brand and type. However, for beginners, here are the general processes of
taking and order with POS system:
A. Begin a new order or check by entering food items that the customer
orders. For full-service restaurants, choose a table number and add food to
an existing check.
B. Wait as POS sends all order information to the kitchen or bar in the form of
a printed ticket or on a digital display monitor.
C. The kitchen or bar staff reads the order and make the appropriate food or
beverage for the wait staff or other employee to serve the customer.
D. Once the order has been relayed to the kitchen, it is now the waiter's job
to adjust the place settings, make sure that each guest has the correct
cutlery and service equipment. Every dining room facility restaurant has its
guidelines as to which cutlery and service equipment are to be used with
each dish.
E. In a quick-service restaurant, the employee will read the total charge on
the POS display, and collect payment from the customer. In full service, the
FBSA/Waiter will bring the check, wait for payment, and then enter it into the
POS when the customers are finished.

Check Tableware, Prompt and Carry out

Plates or Trays Safely

When orders are sent to the kitchen, a waiter should find time to make a
follow up between the time set to serve the customers and the time to
prepare the food in the kitchen. It is the responsibility of the waiter to the
guests when he says, “Okay Sir/ Ma’am your food will be served within
fifteen to twenty minutes.” Every minute counts between the server and
kitchen, that is why proper coordination is very essential. Repeat the
notification for the kitchen to clarify things better.

Once the food order will be checked from the docket system or order slip, the
head waiter must verify if the food and table number are well written and
clear for him to confirm that food must be served correctly to the right guest.
The FBSA needs to know the value of time while serving the guests to keep
the service workflow smooth.

Significant codes should be used between the kitchen and dining staff to
shorten communication. Languages like these may help both staff to be
aware of what is going on to keep the coordination alive and on the go.
Hence, kitchen staff needs these codes to be guided with the clarifications
and notifications in the present situation of the restaurant, especially during
peak hours.

Some of these codes include:

• 86 – When the restaurant has run out of an item/ dish.
• All Day – Refers to the total number of the menu item. i.e. 4 steaks
are ordered at table 20 and 3 are ordered at table 11. That means that 7
steaks were ordered all day.
• Behind – A quick way to let your co-workers and guests know that
you are near them to prevent any tripping accidents.
Both kitchen and dining staff must develop rapport to manifest good
teamwork in the service processes. Once the coordination is smooth and
healthy, customer’s satisfaction is apparent and overwhelming.
For coordination skills to work effectively, all food servers must be
considerate with other co-workers and most of all to the guests from their
diverse backgrounds.
Restaurant employees must demonstrate the following qualities:
• Be sincere and gain interest with colleagues and guests
• Be sensitive to the needs and feelings of colleagues and guests.
• Be willing to help and deliver assistance.
• Be open to communicate with co-workers and customers.
• Be a listener and encourage co-workers to share their thoughts and
opinions
• Be trustworthy and credible especially to the management and guests.

How do service employees work? These basic rules can explain further with
their responsibilities:
Food preparation workers are employed primarily to prepare beverages and
make salads and sandwiches.
Sale attendants are in charge to take orders and serve food. They prepare
specialties, like ice cream sundaes. They carry out orders from diners and
wrap items in containers. They also clean counters, prepare itemized bills,
and accept payments.
Dining room helpers are sometimes referred to as steward buss helpers by
cleaning removing dirty dishes and keeping serving areas stocked with
supplies. They are also filling water glasses and delivering condiments.
Cafeteria attendants/dispatch carry trays to dining tables for customers'
equipment clean and washed glasses.

Restaurant personnel must recognize the value of an environment that

supports and accommodates a diversity of guests’ cultures, beliefs, and
ideas in terms of food choices, special requests, dietary preferences like
allergens and health issues.

They are trained to recognize and prevent risks associated with food
handling and safety practices before, during, and after service. Providing
special requests like how the egg or steak is being cooked is somewhat very
ordinary but this must be taken care of by the food servers.

An inventory of all tableware and equipment is necessary and may be done

before the service. Therefore, there must be careful selection and inventory
of all items needed for service.
All service crew will then check ahead of time, all the tableware and
equipment to be used in the service standard for the dining room or even in
banquets. All tableware must be free from cracks, chips, marks, and dirt
before it will be brought to the guest’s table with caution and care to avoid
any circumstance or even incidents of cuts in the part of the guests.
The basic processes for adjusting covers are as follows:
• Use the food order as a guide to collect the cutlery and service equipment
required by each guest. To be able to do this, you should be familiar with how
all the menu items are presented so that adjustments to the cover can be
made correctly.
• Check service equipment (including crockery and glassware) for chips,
marks, spills, and drips.
• Place cutlery items on a folded napkin in a small tray. This deadens the
noise and makes the presentation of the cutlery looks more professional.
• Cutlery should never be handled by the eating end and should be placed in
the same order as it is to be used, i.e. from outside working in towards the
center of the cover.
• Stand between each customer and adjust the cutlery nearest you. Never
reach across the front of a customer to adjust cover.
• Remove unnecessary cutlery from the table and place it on your serving
tray.
• Place the special service equipment, like pepper mills or lobster picks, on
the table at this stage. This is also the time to bring any special condiments
that are served with any of the meals ordered.
• While adjusting the covers of each guest, the waiter should at the same
time be monitoring kitchen service to ensure prompt pick up of food items.
When kitchen staff prompt that the food is ready, several things must be
checked.
• Food must be well-presented; its quality must meet the restaurant’s
standards.
• Food must be served at the correct temperature.
(Hot food must be served hot/Cold food must be served cold)
• Food must be served exactly as the guest ordered

After checking the food items, the waiter must now transfer and place these
promptly on the guest's table (ensuring each guest gets what he/ she has
ordered). Following the restaurant's procedures are safety requirements.

Lastly, the waiter must identify additional items required from the kitchen by
continually monitoring service areas (i.e. guest's table) and consulting with
other service staff. He or she should make the appropriate requests to the
kitchen staff based on the identified needs. He should relay information
clearly and concisely using appropriate communication techniques.

Tray Carrying
Trays allow waiters to carry at the same time plated food and drinks from the
kitchen to the dining table. Using the tray may facilitate the process. It must
be taken care of by the server.

The following are some points to remember when carrying a tray:

1. Observe equal distribution of weight to keep the tray balanced.
2. Heavy items such as plates should be placed at the center of the tray.
3. Lighter items such as cups and saucers should be placed at the outer part
of the tray.
4. Never to overcrowd the tray and take only each of the types when carrying
these items.
5. Never carry too heavy tableware at once, seek the assistance of
colleagues instead.
6. Use fingers and palm to hold the bottom of the tray. Weight should be
supported by the shoulder and not by the arm.
7. Move your body to maintain balance when doing a turn.
8. Raise the tray slightly higher if you need to pass by a crowded area.
9. Be extra careful when carrying hot food or anything liquid.

Plate Carrying
In plated service, waiters normally carry one to two plates at a time.
However, some situations call for a waiter to carry more than two plates at a
time. This is common though it takes much experience and practice to be
able to execute safely.

The following is the step- by-step procedure on how to carry plates during
the delivery to the dining table:

1. Hold the edge of the plate between the thumb and the index finger.
2. Clip the second plate between the index finger and the middle finger.
Make sure to adjust the position of the first plate to one side away from
the bottom plate.
3. Place the third plate above your arm only if you have 2 plates placed
on your fingers. This will help minimize the difficulties in balancing
these plates.
4. If you want to add a fourth plate, move the third plate closer to your
arms slightly supported by your waist. Put the fourth plate on top of
the flat area at the base of your thumb and index finger.
5. Carry the fifth plate using your free hand.
Quarter 3-Module 5:

Promote Food and Beverage

Products
Information Sheet 1

Effective menu and beverage merchandising require product knowledge, good

customer relations and effective sales presentation.

The income of a restaurant is not only dependent on the number of covers sold but
more on the average check or the average amount that a customer will pay. Even if
a thousand (1000) covers are sold, if the average check or amount that a customer
will pay is only P100, the gross revenue will only be P100,000. But compared with
lesser covers of 500, but higher average check or amount like P300, the gross
revenue will be P150,000. Simply illustrated as follows:

1000 covers x P100= P100,000 vs. 500 covers x P300= P150,000

The big difference in the above sales comes from the average check or amount that
a customer will pay.

What is a cover?
It is an arrangement of a place setting for one person.
The additional effort exerted by a waiter in pushing for more sales and in making
appropriate suggestions is the key factor in having bigger sales. As much as
possible, the server/waiter must be able to sell a complete meal that includes
appetizers, soup, salad, and dessert, on top of the chosen main dish.

A waiter/server cannot make appropriate suggestions unless he is familiar with the

menu. So, all dining staff must be oriented on the following information in as much
as these are important in suggestive selling.

1. Manner of Preparation and Basic Ingredients

Food maybe prepared in various methods- grilled, simmered, roasted, sauteéd, pan
fried, etc. The basic ingredients used are usually mentioned when describing a dish
like chicken and pork adobo is described as:
“A flavorful combination of chicken and pork, simmered in vinegar and spices,
served with rice and achara.”

2. Preparation Time
A guest maybe in a hurry or must be really hungry that he wants his order to be
served immediately. But he may unknowingly order a dish that takes time to
prepare. It will irritate him if he is made to wait without being informed how long the
waiting time is. By mentioning to him the preparation time, he can change his order
to a short order.
For items requiring longer preparation time, inform the guest beforehand. One can
say,
“Your order will take a little longer to prepare sir, do you mind waiting?”

3. Standard Portioning
The size of a serving is usually measured in terms of weight, quantity, etc. For
example, a standard a la carte serving of steak may be 250 grams. Some items are
served family style that they come in varying size or weight like a small order
means good for 1-2 persons, medium for 2-3 persons and large 4-5 persons.
When a menu is “a la carte”, it means that the food is portioned for one serving or
for one person. This is in contrast to family serving or lauriat, which is designed for
a group.

4. Standard Accompaniment
This refers to sidings that accompany the dish. The waiter must know what goes
with a set meal so that he can inform the guest right away. Some orders also go
with a standard accompaniment like a regular burger maybe served with coleslaw
and French fries. It often helps to mention the accompaniments for a more
persuasive sales presentation.
“May I suggest a sizable serving of our chef’s special- a tender and juicy sirloin
served with onion soup and side salad.”

5. Complimentary Items
One way of increasing sales is to push for items that best compliment a food
ordered. Wines, for instance are designed to complement a dish. A white wine goes
well with white meat and red wine with red meat.
“May I bring you a glass of red wine to complement your steak?”
Certain items make a perfect match for some dishes. For example, a Consommé or
Caesars salad is often a perfect match to a steak.

6. Special Qualities of the Dish

Effective sales presentation usually requires an attempt to highlight the special
qualities of the dish. What is it in the dish that makes it a better choice- its
uniqueness, lower fat-calorie content, tenderness, juiciness, freshness, portion size,
etc.? These must be mentioned by the waiter.
“May I suggest a light yet sumptuous meal for you sir? A sizzling bean curd with
vegetables- rich in nutrients but low in fats and cholesterol
Lesson 2 Undertake Suggestive Selling

Modern Menu Sequence

A course is a food or group of foods served at one time or intended to be eaten at
the same time. In a restaurant, courses are normally served in sequence, allowing
enough time for each to be eaten before the next is served. The main dish is the
centerpiece of the modern meal. One or more dishes may be served before the
main dish. These are usually light in character so the customer is not satiated
before the main course.

First Courses Appetizer

Soup
(Fish) Salad
Main Dish Meat, poultry, or fish
Vegetable accompaniment
Dessert Dishes Salad
Fruits and cheeses

Sweets
Below are some of the descriptive words that can be used for a more convincing
sales presentation.
BEVERAGES
• Refreshing juice
• Light and refreshing cocktail
• Ice cold or chilled beer
• Nutritious and refreshing fruit juice
• Fascinating drink of the month
APPETIZERS
• Fresh and appetizing kilawin tanguigue
• Tender beef tapa
• Spicy gambas or shrimp cocktail
• Crispy fried spinach
• Light serving of our famous mango prawns delight
SOUP
• Hot steaming soup of the day
• Hot creamy mushroom soup
• Special consommé soup
SALAD
 • Tossed, green or crispy salad
• Fresh and nutritious coleslaw
• Light serving of chef salad
MAIN COURSE
• Fresh seafood
• Hot and spicy kaldereta
• Most salable dish- Bicol express
• Special, local delicacy- pork adobo
• Tender loin, grilled to your liking
• Sizable serving of crispy pata
• Perfectly grilled, fresh pampino

DESSERT
• Fresh papaya
• Creamy fruit salad
• Delicious halo-halo
• Native delicacy -leche flan

Use descriptive words that will describe the following:

• TASTE - delicious, tasty, savory, appetizing, sweet, sour
• COLOR - tossed green, pearly white onions, rich red tomatoes
• SIZE - sizeable serving of prime ribs, substantial
• TEXTURE - juicy, tender, crispy, spicy, creamy, soft, fresh
• SMELL - fragrant, bouquet, sweet

Sample Phraseologies for Suggestive Selling

- “For your dinner, would you go for meat, chicken or seafood?”
- “As a steak lover, I am sure you will love our roast prime rib, served with
side salad.”
- “Our fresh green salad will make a perfect match to your steak, shall I
get you a portion?”
- “Before we serve your main dish, may I bring you a hot steaming soup.
You have a choice of _______, ______, _____.

Tips to Effective Sales Presentation

1. Be familiar with the menu- basic ingredients, preparation time, etc.
2. To command attention, approach the guest with poise, eye contact and smile.
Look personable, no unpleasant body language and mannerisms.
3. Have enough guts and determination to sell. Do not be discouraged if what is
offered is turned down. Offer other options.
4. In making suggestions, try to find out guests’ preference then mention what is
available among his preference.
5. Try to upsell. There are items that are more
expensive and more profitable to sell. Mention them
when appropriate.
“Since you are celebrating a special occasion tonight, I’d like to offer our chef
special for the day, a tender and juicy roast prime rib, served with side salad.
6. Create desire and interest on the product:
 Mention house specialties
 Offer best sellers
  Highlight special features of the items and the benefits one can derive from
it.
 Suggest items that will suit the needs, taste, and preference of the
customer.
 Use convincing words or adjectives that will stimulate interest on the dish
you wish to suggest, such as:
“May I suggest one of our house specialties like…
7. Mention complementary items
8. Offer variety of items-meat, fish, seafood, vegetables, etc.
9. Attempt to sell a complete meal consisting of appetizer, soup, salad, main course
and dessert. Suggest appropriate table wines. Also offer coffee or tea, aperitif or
cordials.
10. To close a meal, offer dessert, coffee or tea or some liqueurs.

Lesson 3 Carry out Upselling Strategies

What is Upselling?

Upselling is a marketing strategy in a restaurant to convince the

guest to spend more money. Restaurant servers, cashiers, and
kitchen staff who have contact with the customer should know
appropriate and actual ways to upsell menu items.

TABLE SERVICE

Service in dine in restaurants can be classified as follows:

1. American Service- Also called “Plate Service” because the food is already
arranged in individual plates at the kitchen, ready to be served to guests. It is
usually done to a la carte orders, good for one serving. Plated foods usually go with
garnish and accompaniments and are served on the right side of the guest. This is
ideal for fast service.

2. Russian or Silver Service- In this type of service, the food is pre-arranged in

a platter with enough servings for one table; then the waiter dishes it out from the
platter to the individual plates of guests.

3. Russian service is usually done in lieu of plated service when there are plenty
of guests to be served and where there are no heaters or food warmers for plated
dishes.

4. French Service- This type of service involves tableside preparation. The food is
partially prepared and pre-cut at the kitchen. Then the preparation is completed in a
gueridon at the side of the guest’s table, usually with some showmanship. This is
usually done by a chef or captain waiter.
French service is very elegant and entertaining but takes a lot of time. It is not
advisable for diners who are in a hurry.

5. Buffet Service- This is self-service because the guests have to line up to get
their food in a buffet table. The foods in the buffet are classified and arranged in
sequenced- from colds, to hot dishes and desserts. Hot dishes are placed in chafing
dishes to keep them warm.

6. The risk in using this type of service is the possibility of food shortage. One
way of controlling this is to assign waiters to portion and dish out foods for
individual guests.

Other Types of Food Service

7. Fast Foods- In this type of service, the foods are already prepared and
displayed in a food counter, ready to be served. Payment maybe done through the
cashier who is usually positioned at the end of the counter. Service is made faster
and waiting time is reduced since menu items are ready for service.

8. Counter Service- In this type of service, diners approach a counter where

they give their order to a counter attendant, who then assembles the items, fills the
order and receives payment. This service is very common among food chain like Mc
Donald’s, Jollibee, etc.

General Rules of Service

1. Serve foods in accordance with quality standards.

a. Present with appropriate garnish, side dish and accompaniment.
b. Hot foods are served hot, cold foods are served cold.
c. Serve them in their appropriate containers, free of any foreign object.
d. Food contact surfaces must be clean.

2. Serve foods in proper sequence- lightest to heaviest.

a. 1st appetizer
b. 2nd soup
c. 3rd salad with dressing
d. 4th main coursed
e. 5th dessert

3. Say “excuse me” whenever you approach the table to serve the guest. This
helps to avoid spilling the food/drink in as much as the customer is alerted of your
presence.

4. Serve next dish only after having cleared soiled plates used for dish served ahead
of the dish.

5. Mention the name of the dish, “Your pepper steak sir”.

6. Handle food as little as possible. Avoid touching them with bare hands. Use
serving spoon and fork or tong whichever is appropriate.

7. Serve guests in proper sequence, starting with the honoree, ladies, then
gentlemen and lastly the host. If there are children or senior citizen, attend to them
first.
8. Never serve across the guest unless there is no way to serve them on the right
but don’t forget to say:” Excuse me”.

9. Use precautionary measures in carrying loaded trays. Place heavy items on the
center to keep it balanced. Bend the knees, not the back, when picking up a tray
and when putting it down.

10. Before serving orders, check whether it has the right portion size,
accompaniments and garnish. Check also if it is contaminated with foreign object.
Specific Wine Suggestions
Food
Wine Suggestion
Appetizer
Dry white Champagne and dry sherry
Fish or Seafood
Dry or medium-dry white wine
Beef
Hearty red wine
Meat
Light red or full-blooded white wine
Ham or pork
Dry or medium dry white or rose wine
Turkey, duck, chicken
Full-blooded white or light red wine
Game (venison, pleasant, wild duck)
Hearty red wine
Lasagna, spaghetti, pizza
Hearty red wine
Cheese full-flavored
Hearty red, sweet white wine
Cheese mild
Semi-sweet sparkling wine, sweet white wine, or port wine
Curry dishes
Dry white wine, dry Rose wine

TIPS ON BEVERAGE MERCHANDISING

1. Be familiar with guests’ favorite drink and offer it before he orders.
“May I serve you a double shot of your favorite Remey Martin?
2. While food sales are usually limited to one serving, beverage sales can be pushed
several times until such time that the guest decides to leave the table.
Once the glass is almost empty, offer another round of drink.
“May I bring another round of beer?
3. Be familiar with the ingredients for mixed drinks to be able to describe the drink if
ever asked.
4. Know and describe the special qualities of the drink when asked. For instance,
one can describe a margarita “a perfect blend of light rum and ripe mango”.
5. Offer drinks that will best compliment a food ordered. Know what wines will be a
good accompaniment to steak, fish, seafood, etc.
6. Offer aperitifs before the meal, red/white/rose wine as complement to main
course and cordials/liqueurs after a meal.
7. Use the right pronunciation when mentioning a drink.
8. When the drink ordered is out of stock, offer an appropriate substitute. Example:
“I am sorry sir, we run short of VSOP but we have Courvoisier which is as good as
Henessy”
9. When recommending drinks, start with those items at moderate price.
10. When the guest is very thirsty, recommend tall/long drinks or beer.

Quarter 3 Module 6: Service Beverage Orders

Beverage and Wine Service

Beverage are liquid formulations prepared for human consumption which have
thirst-quenching, refreshing, stimulating, and nourishing qualities. Some beverage
replenishes the body’s fluids loss due to perspiration. They also provide nutrients
like mineral salts and vitamins. For example, milk is a source of calcium and citrus
fruit-based drinks have vitamins C. Most beverages supply energy in the form of
sugar or alcohol. Generally, people drink to quench thirst, enjoy social meeting, to
propose a toast, or just to enjoy the taste of the beverage.

Types of Containers Used in Serving Beverages

Glassware – refers to items used as beverage vessels or containers, typically made

from glass. The choice of the right glass is a vital element if the beverage is to be
invitingly presented to the guest. Well-designed glassware combines elegance,
strength, and stability, and should be smooth rimmed and of clear glass.

Standard shapes and sizes of glassware are available to serve specific wines,
cocktails, and other beverages. Most glassware can be described as the following:

• Tumblers are flat-bottomed glass with no handle, foot, or stem.

• Footed glasses have a bowl-shaped container above a flat base but no stem.
• Stemware has a bowl-shaped container on a stem over a flat base.
Glassware is available for food service operations that includes common glass, fully
tempered and lead crystal.
Fully Tempered Glassware – commercial operations commonly used this type of
glassware because it is stronger than other types, although it has the disadvantage
of shattering when broken.
Lead Crystal Glassware – it is known to have 24% lead crystal and known as flint
glass. This glassware is known for its brilliance and clarity, but it is expensive. For
the reason, it is best suited to fine-dining establishments.

Handling Glassware Important considerations in handling glassware:

• Glassware should always be stored upside down in an appropriate rack.

• Check glassware frequently to ensure that it is free from cracks or chips and that
it is thoroughly cleaned.
• Use a beverage tray to carry glasses in the dining room.
• Carry clean stemmed glassware by hand, inverting the glasses and placing their
bases between the fingers and the weight of the base of the next glass. Depending
on dexterity, hand size, and experience, the server may carry as many as 26
glasses this way.
• When presenting a set number of glasses onto a cover, be aware of accepted
industry standards. Wine or beverage glasses are placed to the right of the water
goblet in a sequence from right to left, the one furthest to the right being used first.

Bar Glasses, Tools, Equipment and Accessories

Names and Usages Images

Beer mug - takes its shape from the traditional German

beer stein or tankard made of pewter, silver, wood,
porcelain, earthenware, or glass, sometimes with a hinged
lid and levered thumb lift. Typically for beer container.

Flute glass - is the preferred serving vessel for Belgian

lambics and fruit beers. And sometimes champagne. The
narrow shape helps maintain carbonation while providing a
strong aromatic front. Flute glasses display the lively
carbonation, sparkling color, and soft lacing of this distinct
style of beverage.
Goblet or chalice - is large, stemmed, bowl-shaped
glasses adequate for serving heavy Belgian ales, German
bocks, and other big sipping beers. Also used in serving
water in formal dining service. The distinction between
goblet and chalice is typically in the glass thickness. Goblets
tend to be more delicate and thinner, while chalice is heavy
and thick walled.
Snifters – is used for serving brandy and cognac, a snifter
is ideal for capturing the volatiles and aromatic beers such
as Belgian ales, India pale ales, Barley wines and wheat
wines. The shape helps trap the volatiles while allowing
swirling to agitate them and produce an intense aroma.
Cocktail glass or Martini glass - is a drinking glass with
a cone-shaped bowl (the tip of the cone forming
approximately a 90-degree angle in the cross section) on a
stem above a flat base. The cocktail glass is used to serve a
cocktail. As with other stemware, the stem allows the
drinker to hold the glass without affecting the temperature
of the drink. One variation is the double martini glass which
is taller and wider at the opening than a standard glass.
Red wine glass - is characterized by their rounder, wider
bowl which gives the wine a chance to breathe. Since most
red wines are meant to be consumed at room temperature,
the wider bowl also allows the wine to cool more quickly
after hand contact has warmed it. Red Wines glasses can
have styles of their own such as:
• Bordeaux glass: Tall with a wide bowl and is designed
for full bodied red wines like Cabernet and Merlot as it
directs wine to the back of the mouth.

• Burgundy glass: Larger than the Bordeaux glass, it has

a larger bowl to accumulate aromas of more delicate red
wines such as Pinot Noir. This style of glass directs wine t
the tip of the tongue.
White wine glass - is generally narrower, although not as
narrow as champagne flutes, with somewhat straight or
tulip-shaped sides. The narrowness of the white wine glass
allows the chilled wine to retain its temperature for two
reasons: - To reduce surface area of the glass as compared
to red wine glasses means less air circulating around the
glass which warms the wine. - The smaller bowl of the glass
means less contact between the hand and the glass. Body
heat does not transfer as easily or as fast to the wine.
Champagne flute - is characterized by a long stem with a
tall, narrow bowl on top. The shape is designed to keep
sparkling wine attractive and inviting during its
consumption. The glass is designed to be held by the stem
to help prevent the heat from the hand up the champagne.
The bowl itself is designed in a manner to help retain the
signature carbonation in the beverage.
The champagne flute achieves by reducing the surface area
at the opening of the bowl. Champagne flutes are often
used at formal engagements such as award ceremonies and
weddings.
Sherry glass - is a beverage were generally used for
serving aromatic alcoholic beverages, such as sherry, port
aperitifs and liqueurs, and layered shooters. An ISO-
standard sized sherry glass is 120 ml. The copita with its
aroma-enhancing narrow taper is a type of sherry glass.

Coupette glass – is a modified version of the cocktail glass

which is used for serving drinks. The rim of the glass is
coated in either sugar or salt or any other condiments. This
is used for more exotic drinks such as margaritas.

Old fashioned glass/Rock glass - is a short tumbler used

for serving liquor “on the rocks” which means over ice, or
cocktails having few ingredients. It is named after the old-
fashioned cocktail, traditionally served in such a glass. A
White Russian is traditionally served in the Old-Fashioned
Glass.
Beer glass or pilsner – is used to serve beer, sometimes
also known as a Pilsner. The German glass generally holds
500 milliliters with room for foam or head. It is much taller
than a pint glass. It is very narrow at the bottom, and
slightly wider at the top. In other countries such as Belgium,
the glass may hold 250 ml or 330 ml. The tall glass provides
room for the often thick, fluffy heads produced by the style
which traps aromas is visually pleasing.
Yard glass - is a very tall glass used for drinking beer: a
yard or yard of ale also refers to the quantity of beer held
by such a glass. The glass is approximately one-yard-long
and holds two imperial pints (1.14 liters) of liquid. The glass
is shaped with a bulb at the bottom, and a widening shaft
which constitutes most of the height. Because the glass is
so long and, in any case, does not usually have a stable flat
base, it is hung on the wall when not in use.

Coffee mug - is smaller version of the beer mug. It is made

of thick heavy glass and used for coffee.
Irish coffee cup - is a smaller version of the beer mug. It is
made of thick heavy glass and used for coffee.
Highball glass - contains 8 – 12 fluids ounces (240 to 350
ml) and is used to serve highball cocktails and other mixed
drinks. A highball glass is taller than an Old-Fashioned glass,
and shorter and wider a Collins glass.

Pitcher – is a large container usually has a handle and a lip

or spout for pouring the contents into several glasses which
is available on glass or plastic. Pitchers are generally used
for serving beer from a beer keg or draft beer.

Jigger – is used as a unit of measurement in cocktail

recipes ranging in sizes of 0.5-2.5 ounces.

Pourer - streamlines the flow of liquid coming out of the

bottle (helping to avoid spills and splashes) while giving the
greater control over the amount of alcohol that is poured.

Bar strainer – is a metal bar accessory used to removed

ice from a mixed drink as it poured into the serving glass.
The strainer is placed over the mouth of the glass or shaker
in which the beverage was prepared.

Cocktail shaker – is usually made of stainless steel and

used mainly to chill and mix drinks.

Bar spoon and fork - is a long-handled spoon used in

bartending for mixing and layering of both alcohol and non-
alcoholic mixed drinks with fork on its other side. Its length
ensure that it can reach the bottom of the tallest jug or
tumbler to mix the ingredients thoroughly.
Ice bucket - is used to hold ice cubes or cold water and
ice. Can also be used for wine cooler to keep wine chilled.

Cutting board – is used to cut garnishes for cocktails, this

provides a hygienic, safe surface for cutting, protect the bar
top and keep knives sharp.

Ice scoop - is used in scooping ice from the ice bin.

Ice tongs - are used to handle one cube at a time for

hygienic reason.

Fruit squeezer – is used for squeezing half a lemon or lime

for a single drink and straining out pits and pulp.

Funnel - is used for pouring from large container into small

one.

Wine bottle opener – is used to open bottle of wine

without crumbling or damaging the cork.
 Ice crusher – is used to crush ice ideally for signature
cocktails.

Muddler – is used to bring out aroma pf herbs, spices. And

fruits so that their flavor are released and infused into the
drinks.

Glass coaster – is a small tray or mat placed under a

bottle or glass to protect the table underneath.

Beverage Service Techniques

The following are common procedures in serving beverages:

• Place the drinks sequentially on the beverage tray
so that the first drink served is closest to the server
and the last drink is the farthest.
• Carry beverages on a well-balanced beverage tray
with the left hand and serve with the right hand
from the guest’s right side.
• Never place your fingers near the rim of the cup
or glass.
• Hold a stemmed glass by the stem and a base
glass by the bottom of the glass.
• Make sure that glassware, cups, saucers, and
utensils are clean, and present a new glass or cup and saucer with each new
beverage.
• Never overfill the glass or cup.
• Use a cold glass for cold beverages and a warm cup for hot beverages.
• Place a cocktail or beverage napkin under the glass when serving on hand
uncovered surface.
• If a beverage is spilled, remove the glass or cup and saucer, and replace it with a
new beverage.

Water Service
Most restaurants serve water to guests automatically. Generally, restaurants that do
not serve water automatically prefer to sell bottled water or other beverages. Water
service protocol:

1. Present water glass to the right of the guest’s cover or

place setting, usually above and in line with the entrée
knife.
2. Bring a pitcher filled with ice water and plenty of ice to
the table.
3. Use a neatly folded service towel tied around or under
the service pitcher to catch any drips. Pour water into the
water glass, being careful not to overfill. The glass should
be about three-fourths full.
4. Refill the glass as needed, never allowing the glass to
be less than one-fourth full. Water requires constant
attention.
5. If the water pitcher has an insufficiently wide spout, it may be necessary to
remove the glass from the table and pour water behind the guest to avoid spills on
the table.

Cold Beverage Service

Cold beverage service includes presenting water, soft
drinks, milk, liquor, and wine. Glasses should be carried
on a beverage or cocktail tray.
Clean stemmed glasses should be carried by hand
safely and expeditiously to save time. The technique is
very specific to avoid contact with the bowl of the glass.
Glasses are placed upside down with the stem between
the fingers and the bowl of the glasses touching one
another.
Use the proper glass when serving beverage such as
soft drinks, milk, and iced tea. If using garnished, ensure that they are appropriate
and fresh.
When serving bottled beverages, place the appropriate glass before the guest. Fill it
to no more than two-thirds of the way to the top.
Leave the bottle to the guest’s right with the label facing the guest.
Mineral water should be served cold and poured into a glass, avoid adding ice
unless the guest requested to do so. Guest often order mineral water because they
dislike the taste of tap water’s taste. Melting ice will add tap water flavors to the
mineral water.