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Fundamentals in Food Service Operations

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253 views47 pages

Fundamentals in Food Service Operations

Ppt

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Nesyvel Doblois
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108 | ruNDAMENTALSIN FOOD SERVICE OFERATIONS Lesson 6 Table Reservation Reservations are made in various ways. It can be made via telephone, in person, ing table reservations could help the restaurant forecast the positive impression by efficiently and correctly taking the reservation. This lesson will serve as a guide to become an efficent receptionist or hostess. 3, demonstrate table reservation. Handling Table Reservations nts; coffe ity restaurants; co vations fine dining ot SPEC? hi oe eee ensure a smooth service flow. ‘+ With the help ofthe reservation lst, optimum seating levels will be guaranteed Procedures in Taking + 2] s E=)T) Figo 63 Procedures in Taking able Ree 110 | oases 7000 snr omayrions oe 1, Answer the telephone, + The telephone should be answered with the standard answer “Ag ing time of three rings be greeted by the hostess with an appropriate ‘+ The employee should introduce himself! herself to the guest. “Good! morninglafternoonlevening/Mabubay! , This is speaking. How may | assist you?” 2, Acknowledge the reservation request. hostess should address the guest’s name. he guest>.” (ifthe name is known) the name is unknown) lease have your name?” 3. Obtain table reservation details «Suppose the guest desires to have a reservation Find out the details of the date and time. ike to have your resereaton?” ike to make your reseration?” guest'sname. . sgeroation be under your name, sirfmadam? # Ifyes, get the guest's name. “May Ihave your name sinfmadam? snakes the reservation for another's name, get the calers ame he reservation is made. 7 ould {make the reseoaton for, srimasam’ 4 | rameresenvaTion 111 * Check the number of guests expected vation for? “How many guests would you lke me to mae the METS lability of the ster for the aval! 4. Cheek reservati reservation regis! requested date ani +5 last name> while I check thy allow me to put you on 5. Returning tothe caller. “Lapologize for keeping you waiting, Mr./Ms. .” “Tim sorry to put you on hold, Mr/Ms. ” + Ask the guest if he/she may consider another day or time for his/her reservation. “Would you like to consider another day or tine for your reservation?” Offer an alternative if there isa cancellation on a tentative reservation in the status of confirmation, “If itis okay with you, sirmadam, 1 could back and ts ijn cr wal raced eaten i ge en cealsareaie Your offer, you may suggest him/her to other “If you want, sirfmadam, I can make company restaurants in clacton OM Yu in one of our sis 112 | rUNDAMENTALSINFOOD SERVICE OPERATIONS + Ifthe guest Brees, give hi restaurant's na fon, and the types ood geile the restaurant’ name, loeston, Incase the guest decides to make reservation a any of the recommended rant, transfer his/her al directly to the restaurant. > please let me transfer your call to , my apologies if we are unable to accommodate you with your But we look forward o welcoming you at at Somte other time. . Thank you and havea god day.” reservat 6. Obtain the guest's or caller's contact details jn the guest's or caller’ details if he/she has agreed to proceed with the reservation. “May [request your cel phone mumber?” + Ifanother person made the reservation, also ask for the guest’ details. “May 1 lso request the cell phone number of Mr/Ms. ?” + Ifthe booking’ being made for anothes person, “May Ihave MrIMS. guest’ ast name> contact number pleas ‘+ Note the callers name and cell phone number in the reservation register. 7. Ask for any event being celebrated. “May Lask if there is any special event to be celebrated?” «Ifthe booking is being made for another person: “ts MMs. < guest’ last name > celebrating any ecasion”~ 5 : Ss jeconed? “1s there any special arvangeren! yo ou Ik © PrP 18. Reconfirm the reservation with the guest. lexons | tantenEseRvATION 113 pote a ay Se de ies Rasiauants Name 9. Brief the guest on the table releasing Ps RESERVATION FORM 30 oe et ud be siving you 7 fs to advise you that we 0% her delay, please no! Grate | Sanat Tapa there would bea fur! tame |e! | Goes | Roum | Sete ae rime of arrival. If ifany. th rousrs and sits with sleeves ae 11. Notify'the caller of the maid policy. “Sirsa, woul ie tino you that ie ot allowed 10 say ine | lounge o lb If there woul bea md acomparying vo, adie yOu to brig her Along with you inside he resturant." 12 Inform the guest if there is a particular feature, | “Mr/Ms. _, to complete your experience inthe cname ofthe restaurant>, we 2 suggest that you come minutes ahead of our rseoaton time to enjoy our sample of some exquisite wines.” | ‘13. Thank the guest, and indicate to him/her that you look forward to the | visit | “Thank you for cling Mr/Ms, .” ~ Pree to meleonirg yn 1 another person makes the reservation, “Thank you for calling Mr/Ms, , lfecmuind quest lst name> cnameofresteoean ee Oe tgister. 114 | roxoaenrais mi FooD sevice ortnarions esoue | TARLERESERVATION 115 18 | runoanenrats nv F000 sevice orzxarions Lesson 7 Service Preparation ‘Achieving customer satisfaction and an excellent dining experience requires | a lot of preliminary preparations. The outlet must be made ready before opening it during opening and peak hours, | _ Lesson Learning Objectives At the end of this lesson, the student should be able to: ng own as ménage, WhICh mean, the following activities: L Open the windows and doors ‘come into the restaurant. Bef ‘windows and set the air-condi standard temperature. ‘must be turned on. Check if bul Lees aust bear ed on. Check if bulbs are functioning, Report or replace ‘Conduct restaurant cleaning Check the ceiling and remove cobwebs ‘+ Wipe and dust tables, chairs, and counters ‘+ Polish brass fixtures if necessary * Wipe and clean windows, mi flatware, glassware, and othe! ind glasswai P pea es should be cleaned and ins ware that have chips or cracks All ables and chars should be wi ld be wiped and sanit os re stable, een ia, Al inens, which include tablecloths, napki sys, and serviettes, should be clean and well pressed. Linens with stains or marks should used. If the restaurant is using fresh flowers, make sure to change the water daily. Vases should have no chips or cracks. The candle wax should be the candle holders and should be new. Make sure that the accessories, such as cruet sets, sauceboats, butter dishes, are all clean, Wash and replenish if necessary. ‘menus or display boards should be kept updated. The memu should be kept clean and in adequate quantity. The dirty menu should be discarded. Music should be played, and volume should be set at a standard volume. ‘Ensure that there is enough supply on the reception desk, such as an in- fandard company pen, and table registration register. Make Ensure that the point-of-sale (POS) system is working, Update some changes if necessary. Service staff must be equipped with a complete service kit, such a5 2 pen, notepad, waiters cloth, and lighter. supervisor should give a short, concise briefing every proper communication between the management and work lower sta ‘riefing is given for the following reasons: + Dk specificfunctions yy or stations for the day; c « Toremind staff of their functions, ae ‘menu, and service, or inform i them if there isanew one; | taffof restaurant rules | and policies: 1s Toshare previously experienced problems and give suggests! solutions; son? | SERVICEPREPARATION 121 service ¢ feedback to impro . ‘handling reservation in sion wa on the table or the s 10._ Place the open signage onthe door. Place the men O° outside the restaurant. + Remember to check all equipment is clean and working correctly. Ensure damaged, make sue to report Make sure the equipmen {snot damaged and is repair. Mise-en-Place Mise-en-place is a French term that means to put in place It is characterized by making the restaurant or outlet re for smooth service. Eve be in place and prope: Station waiters are Replace dirty linens with new and fresh linen Lay down tablecloths and mats (if applicable to your o Candles must be placed and lit 1 ae P for dinner service, if neces ts mu resiarant jements must be set up according to the restaurant's design | clean and on the table and sideboards 2. Prepare side stations / sideboard: 122 | rwNoanarais 1m FooD SERVIC ortRATiONs + Refill toothpick and straws Fold an adequate quantity of nap Ensure that there are adequate sa and tableware stacked up Ensure that the tableware are placed in the right drawers and arranged. them handy 1en, service equipment, ly brewed coffee is kept ready in the coffeepots ‘Make sure to place butter and sugar on the sideboard 4. Set up the bar/pub + Prepare and check if all equipment are working, garnishes and accompaniments for cocktails Arrange glassware according 5, Prepare and set the table Table Setup Aable sep bs Ee table) refers to the proper way to set the table with is called a place setting. The table can mat, set sing ata . eee the guest, but also to the waiters. It mst be attractive, well convenient not only 0 set with a balance, When we say cover itis 2 1 re Towed space of 50-70 cm table setting for one guest ‘based on the ment 2, thenumber uestsin a specific function. either ameting ora social activity vo principal types of cover ‘There are two pri Hae guest selects various dishes from the a priced. ssons | SERVICERREPARATION 123 acted items at 2 x04 PFICE FOF the 2. Set Menu Cover: This features nee etn advance since the items tp whole meal. The cut and glassware 2! be served have been pre-arranged. a feel about the meal by how people The way the is set can influence ‘adding to the appeal of the food being served. Guidelines in Laying or Setting a Table important to a great meal a8 the food An attractively e food being served. ‘The way the table is almost a -an add appeal 1. Set the table with a tablecloth. tablecloth is appropri balanced on both sides o table. Torn or soiled tablect tablecloth, but itis not mandato made of tablecloth, and remai helps absorb moist 2. The Centerpiece It is placed at the center of nust be in harmony with the setup and theme. Strong scents of flowers should be avoided as it affects the tastes of the food. 124 | renoaaas wyF000 service ortnanions 3, Charget/Service Plate polished and spotlessty clea plate after the appetizer cou ger plate is removed together with the appetizer se. Make sure that in serving crockery, it should be n. Cracked or chipped crockery should not be used. usonr | SHRVICLPRIPARATION 125 before its services te. The dessert fork side. The dessert SP Hineis facing the g1285, while | toon is placed over the fork placed on heeft side of the dinner pat, tor upperside ofthe fork. made and tailored for a specific purpose. They come in Signs, colors, and sizes. Most ins are square, about five inches for beverage napkins, while a few inches larger for luncheon napkins. Dinner table napkins are much larger. 6 Glassware Napkin Folding It is placed on the right side ofthe cover. The main "Napkin folding is a creative way of presenting table linen, making dining more festive and exciting, Napkins are usually slightly starched and pressed to give the {old a crisp, clean look. The linen must be abe to absorb liquid. Colors may vary from. ‘pastel to some dark shades. Neon shades are not advised as they may be distracting to the eye and not complement food color. Here are some ways on how to fold anapkin. ‘The following are some examples of napkin folding: a. Pyramid | Save 1 Fold the napkin in half diagonally. Fold the corners to meet the top point ‘Turn the napkin over and fold in hal Pick upat the center and stand on the base ofthe triangle. 126 | runpanserratsi F000 s ioheon uson? | SERVICEPRUPAEATION 127 b Goblet Fan 1. Fold the napkin in half 2 Pleat from bottom to top. 3. Tur napkin back J of the way on the right (folded) end and place itinto the goblet. 4. Spread out the pleats atthe top. ets, Ashtray, Butter Dish, and Other Meal Accompaniments xy are placed near the centerpiece but nota reachable distance from the guest. Cruet sets, including their contents, must be checked regularly and cleaned in and out. The ashtray must be clean. Befor dessert is served, the ashtray is removed from the table. 9. Service Salvers (Round Tray) Salvers (stainless steel trays) are used to carry clean glasses, cutlery, cups, and saucers to be placed on the table, Salvers are also used in removing dirty glasses from the table. They are also utilized in serving hot and cold beverages, soups, and the like. ‘A folded napkin is used and placed on the t it Make sure tha ican before using Seno sipping: Asalver by the left hand (for righthai ‘ot in front. The left hand is placed under: anded) away from the body and ray center with fingers comfortably lbow is kept close to your side. The salver m, body when carrying heavy, hot, and high items to make it oo oe lore stable, 128 | FUNDAMENTALS N00 SERVICE OFBRATIONS. | | must be at a90-degree angle to your Rules in Handling Tableware and Glassware Do handle glassware gently. Below are some dos and don'ts in handling tableware and glassware 1 2. Flatware must be polished and handled at its waist nota the ANE bottom nor at the top. Use table napkins or hand gloves in handling flatware to avoid leaving fingerprints oni Carry glassware using a bar tray or salver. Never touch the rim of the glass. Handle dinnerware with your four fingers under the plate and your thumb on the outer edge ofthe plate Different Types of Table Setting (Cover) elaborates what the guests can expect to receive in terms that The style of table etng sends 2 message f0 sour gueet—mesage mos? | SOWICEFREPARATION 129, Informal Table Setting i ting service where food is brought and served to your SILVER SERVICE TABLE SETTING fice Lisson? | SHRVICEPREPARATION 131 130 | Funpanetats 1/1000 service OPERATIONS inthe order in which they Buffet Tabl friar le tes that will Be US fing | ff ym the plate | ting and Setup ont dining room) before being given to the diner. Today, Russian: Setting is used for formal dinners and banquets. tae eae a : = Rassian Table Seting ; 3 = = . | —— ae Be ae Se es — = {WO 132 | sunoanatatsin roo seavice ortnations 136 | runoanetats F000 SERVICE OPERATIONS Lesson 8 Food Service Methods service sectors under each type of food service methods. : Is Five Categories of Food Service Method: many ways. But during the mind, which are listed ay Food and beverage service can be carried out method of service, cetain factors have to be kept I .ge services can broadly be divided into five different types what kind of is offered to the guest, and the place of food consumption. Food service methods can be categorized under the following five guest processes: 1. Table Service: This type of service provides plated service or silver service where customers are served at a laid table. This type of service is usually found in cafes, restaurants, and banquets. 2. Self-Service: The guests are required to help themselves from the buffet or counter. This type of service is most common in canteens or cafeterias. 3. Assisted Service: In this type of se being served at a table Guests order food or drinks, rece " receive the item, and This type of service is usually offered by fast-ood restaur fete fast-food restaurants, licensed bar premises, or vending machines oe 5. InSitu or Specialized Service (service in fll Thi food and drinks are taken or delivered tothe custome, th can be found in aircraft trolley service, ray servie inher ge te delivery, lounge, and room serve, in hospitals, home 138 | FUNDAMENTALS IN FOOD SUIVICE OPERATIONS ;pendent upon how the fod is presented, how it is served, | . English or Silver: * meat, and diners Table Service involves many courses and service ware. In American or plated service, food is prepared in the kitchen and presented ona plate tothe guest. The server brings pre-plated food from the then to the guest table. Except for the salad and the bread and butter, food portioned by the kitchen staff. Rules in American Service Foods are served from the left of the guests moving counterclockwise Drinks are served, and dishes are cleared from the righthand side ofthe guests using the server’ right hand moving clockwise, Bred and bute {B&B plates, side dishes, other plates, and unuss tableware are cleared by the server’ left hand from the lft side of the guest is also le, the hast on the other end carving a joint of hemselves with different dishes. Itis highly Jnere guests require special attention from the soup at one end of preferred for spec This kind sans | OODSERVICEMEMHODS 139 Foods | the guests. Salads and desserts are also presented the side table for the guest to select. This service 5 can be served in a French cart style of service. technique wherein an alcoholic liquid is poured on 8 food to produce flames. — b. Banquet Style of Serv kind of service requires two servers. The principal server i the chef de dishes. rang, who seats the guests, takes the order, serves the drink, prepares some of the food, and presents a check for guest payment. The commis Rules in English or Silver Service | de the chef de rang in bringing the food from the kitchen to the dining room. The commis de rang serves the chef de rang’s plate to the The guest on the host's right side is served first, usually a lady, and the | paar dou ccna anleliaiy aaneoap agate host is served last; the ‘continues clockwise. The server stands behind necessary, the guest to his/her ‘The plater is held by the left hand and served by the right hand to the guest's Finger bowls are bowls of warm water with rose petals ‘ot lemon slices in them. These are served with all finger foods (such as lobster and chicken) and atthe end of the meal, An underliner called doily is placed om a small plate under the finger bowl and set with clean napkins in front of the guests. Plates and glasses are starting again from the guest diagonally in the wine order (by course), wh front. Water and wine glasses remain on the table for the entire duration of the meal, except for the sherry glass. 3. French Service (se French Table Setting in ro Rules in French Service Serving and clearing of food are made on the guests’ right side. except for bread and butter and salad, which are placed on the let side ofthe guests 4. Russian Service (ee Rusian Tale Setting in a. Cart Style Service - Foods brought in the dining room are unprepared js type of service method, courses are served tothe table sequential. Foods are prepared and portioned inthe 7 katchen and placed on a platter to the plate. | acart called “gueridon foods that can be prepared in a short time. guest. Ingredients are assembled, table. Hot food is then cooked on a rée 140 | ruNoAMENTALS IN 1000 SERVICE OFERATIONS tmsons | OODSERVICEMETHODS 141 rom the left side erver brings the to the guests at the aa heated plate before exch ‘Then, presents thet stands on the let side of the guest The platter is held by sown to each guest. Serving spoon and fork are used the servers right hand. Dishes are already arranged in latter The foods are served counterclockwise around the table, server returns the unserved food to the kitchen. Self-Service pate ccs In this kind of service, the guests must pick up their food from the counter or buffet. This kind of service is usually used in fast-food outlets, canteens, and cafeterias, where guests bring food from the counter to their tables 1. Counter Guests pass through a service counter in a line formation to select ‘menu items and put them in a tray. 2. Free-flow — Guests can move and select foods and drinks to any serv points where food items are presented by dishes (hot, cold, dessert, .” In case every service staff is busy working with his/her assigned tasks, he/ she should never ignore the guest. Itis vital to acknowledge the guest's presence by giving him/her a smile and acknowledgment gesture such a5 “Tl be back to you in a while.” 2” Once the name is known, coming the Guess uso | SERVICESEQUENCE 167 fo the table and checy 2. Allocate table forthe guest. Escort the guest ‘for comfort. him/her an alternative table. Remember: ‘+ Lead guest with an open palm facing up gesture rather than pointing finger toward the table. ‘Ask permission to assist the elderly or disabled person. n the group of kids on the wal side or corner. 1 best view to couples. * Remove coats (i applicable). ‘Confirm if the guests are comfortable with ther table. Ifthe guests are not satisfied, offer them an alternative table. 3. Seat the guest, and lay down the napkin. ‘The guest has the right to choose where he/she want Disabled persons and ladies must be sea there isa child, the restaurant staff mus frequently visited the restaurant, the high c without asking. men, guests have provided 168 | ruNDAMENTALS W FOOD SERVICE OFERATIONS «Stand at 912" behind the g 1 Inseating the guest, pull the back the chair by bringing ye knees on the middle back pr ir when seating the guest. ard you tolet the guest come in. Push. foot forward and slightly bending your of then ‘hands on the sides of the chair and ‘back towar eeu ‘there is enough space between the table and the guests cait. Adjust the chair it necessary. 4, Pour water, 1+ Guests must be asked for their water (egular/ service, mineral, aerated, or spring water). Filla les of war abou al. a, Regular or Service Water © Regular or service water is immediately served and poured from a water jug “The jug should be lean with sufficient water forthe number of people on \d be cold and room temperature as per the guest's requirement © A water jug must be carried with an underliner or covered with a waiters cloth to ensue that the moist will not drip on the table or to the guest © Water must be refilled if the glass is two-thirds empty. Be attentive, donot let the guest pour water by himself/hersel. b. Mineral, Aerated, or Spring Water served within four minutes. the tefnperature ofthe bottled water before opening it ‘ust be opened in front of the guest. The guest must and asked before opening anew one. ‘ «Phen seat in your pocket and unscrew the cap ofthe bot He. + Put the cap at the centro aaa es lass on the right-hand sie Pour the water into the glass on the righ men 5. Present the menu. and is presentable eared menu). guest's order. The the entrance door, Figure 103. Pivot System in Taking Orders 170 | FUNDAMENTALS 1v F000 SERVICE OFERATIONS ‘The orders can now be taken by the server once the pivot points determined can be taken d¢ goin any sequence Kishen order ticket (KOT) or beverage order ticket Tae S—$——— a — KOTOR ar estes hea Oy. ‘Tea, cy 7 z 7 wae Name separate each course with a line and note any the orders legibly. If there is an electronic system in the outlet, make sure that you are competent in using the system. yourself at a comfortable the guest is ready to place an a. Taking wine order (ee Alcoholic Beverages Order in Les Write down the guest's order on the beverage order ti the wine order. (See BOT in Lesson 11 or the sample BOT inthe figure above) SinlMadam, may I repeat your order for ,.” Inform the guest that the wine ordered will be served immediately. Thank the guest and leave the table with courtesy by bowing. thods in Lesson 10) b. Taking food order (see Taking Onder Met eet (KOT), (See KOT in Lesson ‘down the order on the kitchen order tie the sample KOT in the figure above.) the quest of the daly specials. Askifthere are any questions of pecial requirements. son | servicesequence 171 ing their orders selling or up-selling, ‘+ Inform the guests of the required time in prePar! v and do sugges ime for preparat with the course). ‘or wine that goes with the meal. (ee Wine ¥-Inup-selling, offer second servings of ordered items or SUBBESt drinks, Offer slow-moving but highly profitable ment items. ing is a suggestion to the guests to try what they do not to increase sales or profit. check, the guests initially order the first and main ised for orders taken after the main course, which are the ‘sweet course, And another check is used if there are additional orders such as hot beverages. Repeat the food orders. repeat your order, ‘Number of pieces of a food item Portion/s Doneness Sauces Drinks (alcohi Extras Woul + Collect the menu place. SSSNA83 idam?” Thank the guest he right-hand side of the guest, and put it back in 7. Place orders to the bar/kitchen. Encode orders to the system. ¥ meee, Provide a copy of the beverage order ticket (BOT) for Provides copy ofthe kichen order tet KOM eon Indicate the sequence and guest preferences on food and din sro sree norm hegeasso on a pal 172 | FUNDAMENTALS INFOOD SEIVICE OPERATIONS 8. Serve beverages, service of beverage: sce Wi «Beverages are served Always serve bevera ea ses from the righthand side of Bread and butter must be served immediately ~ while guests are waiting for their meal. Serving bread and condiments may be done in sitver service. Using a service spoon and fork, the bread from the basket is served on the guest's left-hand \ side. Bread, butter, and water are served after taking the order ofthe first course Condiments are served in a small dish and placed a the centr of the table. ice in Lesson 9) 9. Adjust table appointments. the adjustment of tableware in the same order that you took the orders. Leave only table appointments that are required according to the order of the guests. Make sure that the cutlery is neatly arranged in parallel. Do it discreetly to avoid interruption and disturbance to the guest. “Excuse me, srfmadam, may L adjust the covers, please?” 10. Check quality, and serve food orders. ‘Check quality before serving: repared foods and drinks are within standards. Make sure that everything that needs to be on the plate is there. Check if portions are based on standards. Check if preparations are based on guest's requests. Check the condiments needed. Prepare serving gear Sequence of serving guest: satways aarrp ret rom the gust in presenting food or beverage. Here ing food and drinks: served frst. wen piety over the male guest of honor mone senvicesequence 173 ‘+ Ladies must be served before gentlemen. te Service Methods i Service of foods (ee Carrying Plates in Lesson 9a Tal * Toserve food on the table, make sure you fol Usually, the procedure is to serve and cleat meal ordered before placing it on the table. +The service of each course should be coordinated to prevent guests from waiting for a long time between courses. + Wine can be offered at an appropriate time. It can be offered aft Eee ss ask the server to ks on the table and let them help is done ifeveryone a the table h , and some may experience y -e methods. Ifthe meal is delayed, assure that the meal is coming and advise the guest how long the meal will azrive. Some ‘outlets have policies to solve this kind of problem, such as offering complimentary drinks and the like 11. Check customer satisfaction, clearance, and crumbing. ‘+ Ask the guest if the food and service met his/her expectations, Do not ask from time to time. It may irritate the guest and may be an intrusion on his/ her privacy. Before removing anything from the table, seek the guest’s permission, * Clear plates from the right-hand side of the guest using the frst plate technique. Plates are only cleared when everybody at the table has finished his/her meal. (see Table Service Methods in Les. ta he guest is pausing these signs. The not want his/her plates to be taken away wi ae /her plates to be taken away when he/she is not yet finished 174 | PUNDAMENTALSINFOOD SERVICE OFERATIONS. Q-@ Ensure that everything is cleared on the table, inchuding the cruet set, butter dish, and unused flatware. Only the bud vase, ashtray, and glasses will be left on the table. All must be taken for dish washing except for cruet sets, which must be left on the sideboard. ‘Crumbing is made after a course or main course, before desserts served. the crumbs fall on a B&B plate. B&B knives are used to pick up gravies from the table. ‘Crumbing is made on the guest’ left-hand side. The service staf holds the ‘B&B plate in his/her left hand and gently sweeps the crumbs by his/her right hand toward the plate . Offer dessert and hot beverages. Offer dessert and hot beverages. The same procedure is made in taking an rer has been made ple or aust table appointment for desert Je the dessert spoon and fork are already on he ia a lace Je sides-—fork on the Ieftand spoon on the right. aes sono | SRVICESEQUENCE 175 ble, bring the dessery laced on theta ‘+ When the dessert spoon and fork are not Pl spoon and fork at salvers late. Place the des® Porte scrringhy Bean anced and care tie estan id fhe By Tea and Coffee Service Equipment needed in serving tea: a. Salver 1b Teain teapot © Hot water placed in waterpot d. Cup and saucer e. Teaspoon Note: Lemon (cut into wedges) and honey are served only when requested. Equipment needed in serving coffée: a Salver e. Coffee spoon b. Coffee in pot £ Sugar tongs Hot water placed in waterpot & Milkin a milk jug 4. Cupand saucer ‘Arrange the listed equipment abov at the center of the salver and the li ibuted for balance. Carry the salver and approach the gues “ Mr[Ms . Thank you for room servic. Ths is speaking, How may help you?” 1s approval from the swiped into a ier, who secures imput the guest's order in the system. Take note th as doneness of food, sauces, and the like. \s ordered, time of delivery, guest’s name, room number, and requests. the guest for ordering. + The bill must be presented only when asked + The waiter must bring the bill in a neat and tidy folder. “Thank you for calling rom service. We ar hay to serve you. Have a god day!” ‘Guest feedback cards should be inserted in the bill older together with the [= 2. Processing Room Service Order { Reppushnet he eoliched ‘© The check is printed in four copies. Itis distributed tothe guest, kitchen order ticket (KOT) control, accounts, and F&B control. eer ‘© F&B control and KOT control copies are taken by the room service .nd distributed to the kitehen and room service steward to a. Setup tray or trolley is almost the same except forthe following: + The basket should be clean and in good condition. + Salt and pepper shakers should be lean +The napkin should be wel pressed. {Sauces and condiments should have 8 coves, Batter and jams are all sealed and up-to-date, son | sericessquence 179 178 | FuNDAMNALs nv FOOD SERVICE OFERATIONS 1. Milk jug or creamer 12. Teapot or coffeepot Note: The bread basket should be covered wi , aves gamers nous ecovand with anaphin, and thea gla should 180 | ruNoamevtats 0s F000 seaviee orERAr0 American Breakfast Tray Bread basket Butter dish with underliner Bread plate Table napkin, Spoon, fork, and knife Cup and saucer Juice glass with cover and underliner/coaster Sugar basin with spoon and underliner Milk jug or creamer peeeN eee eRe ssoxn | SeRVICESEQUENCE 181 ind tableware are prepared according to the ests, * Tablecloth and napkin should be well pressed. + Sauces and condiments should have a cover ‘+ Butter and jams are all sealed and up-to-date. b. Prepare the beverages + If-water is not ordered, prepare complimentary water. uests order fora cocktail ensure that drinks have garnish, ind straw. uests order for a carbonated drink, make sure that itis companied by ice in a bucket. * All drinks should be served with a cover. Prepare the food + Get first the cold foods, before hot foods, except for ice cream. e and beverage ordered and set up are correctly checked before delivering them to the guests room. Even the room service staff grooming is checked. 3. Transporting + Push the trolley with both hands. However, pull the trolley when reaching out through a door or coming in and out ofthe elevator. © Room service elevators should be used in transporting food. 4. Delivering the Guest’s Orders ‘= Knock or bell the room gently. Wait for at least 10 seconds for the guest ‘i the ll no response coming from the guest's room, use try floor andi call the order taker to check the room it for the door to open and greet the guest with his/ duce yourself sein, Mr/Ms.. [mt for . May lenter vare, te fare, crockery, food basket should be clean and in 800d | econ, a quence 183 182 | FUNDAMENTALS BV FOOD SERVICE OFERATIONS Ee 186 | runpanenvatsm 1000 SERVICE OFERATIONS aye Lesson 11 » Sales Control Systems in jeverage Service Operations Sales control systems are essential in any food and beverage service operations to accomplish maximum return, Each food service outlet has a different control ce eperations: and "oe sls onal ystems used in fod and beverage sevice mn Food and Beverage Sales Control syste tlt to achieve goals ang Control is the process used by an organization ©! ives and he business. Ea understood by the person or people implementi ‘The following situations can be possible due to the absence of a control system: + Frequent fraud, theft, and pilferage incidents Inaccurate record of sales Financial problem Therefore, a proper record of food and beverage orders and the implementation of a control system are necessary to avoid these problems. The Main Functions of a Control System _ ‘The function of a control system is to monitor transactions where the selling takes place. Here are some ofthe functions of a control system: Minimize wastage, fraud, and pil Efficiently control food and bever departments, Assurance that accurate bill is charged to the guest juests—in units and it . Monitor operational cost to meet revenue goals, aye Breakdown of sales and income. s issued from different Knowing the sales performance is ver system is therefore essential. Control system taking and billing methods of food and food and beverage sales are monitored beverage order ticket (BOT) y Televant. An appropriate control {checking system) refers to the order beverage service operat through kitchen order t 188 | FUNDAMENTALS DVF000 SERVICE OPERATIONS is used to indicate the guest's food order, while ised to indic number of covers, food ordered and quantity ordered, and waiter’s name and signature. They have a serial number for control purposes. They can be duplicated for triplicated depending on the food service outlets size, style, or policy. which order comes first. The first order inning order.” A running order is an additional ot the previous order. 2, Table Number ill determine which table is occupied and which table has its mation provides the number of guests at a table, as well as the dishes they ordered. This will give the management an idea ofthe average revenue per cover (Average Revenue per Cover = Total Amount Sales / ‘Number of Guests) and the guests’ order pattern. It will also show how many guests are served by a waiter. This helps management in decision- ‘making and monitoring the performance and productivity of an employee: 4, Food and Quantity Ordered “This is the most crucial information taken from the guest. No dish the kitchen without KOT or drinks taken out without BOT, (formation on what fod or beverages shoul be “delivered to the guest. Even complimentary food or beverages must have KOT or BOT. 5. Waiter’s Name ‘essential to know who took and served the guest. This the dish once itis coon | BESSIANC econo 187 6 Walter's Signature to acknowledge that he ‘The order taker should sign thé ne 9 le el ab the dishes Circumstant tial KOT 190 | runpame ais 9 F000 sxVICE OPERATIONS 2 Supplement ~ This is ried becaedthe poten insufficient. KOT "Supplement accompaniment sent requires charged to the guest, and the senior captain should sign tl eon on Sigratore Figure 11.3.Simple KOT Supplement) ‘Accident — This is used when an accident occurs, such as dropping the dish. KOT “Accident” is written, as well as the dish name and portions required. No charge (or N‘C) should be stated on the slip to ensure that there is no charge to the customers, and the senior captain should sign the KOT. Restaurant's Name | sysras F000, ‘4 Aetoue/ En lace -This ised when th fod bred TET back to the kitchen for replacement. "Retout” "NENT a price is algo “en place” which means in place, are written on the KOT indicated together with the orde ae, Fant Nome sonra oT i the correct change (if any). 192 | FuNDaMINTALSIN FOOD SERVICE OPERATIONS ‘The billing staff shouldbe able to charge va pent which gues, consumed by the guest. ‘The aucliting staff should be able to see when a ered who served the dishes. re wheeled eee ‘The following are some of the primary method beverages. These systems can be either manual or comput 1. _ Service Order ~The guest pays immediately once the order is taken In this system, control over the food and cash is highly ensured. Examples are bar and takeaway service. dered - The guest must pay and jons and events, The number of g\ advance. Itis common for Iso predetermined, {dishes offered. Its printed in columns with ty. The amount required is written against the dish. The first copy goes to the kitchen, the second copy goes tothe cashier, and the third copy goes tothe control department. (See Figure 116) tem, a single sheet is used where the water '/BOT and calls forthe order verbally. 1 prices the order sheet once the guest asks forthe bill The guest submits the bill to the cashier and pays the amount onthe bill. Then, the ‘order sheet for control purposes. inthe kitchen or bar, while the purposes. This 5 those offering table dhote a eee is or bar, the second (See Figure 11.7) to large establishments for more efficient contro sve n1008 conn | SMeSCieencrancrornaTions 195 ReimurnteName triplicate me copies g0 tothe di thods and where ‘at/ Check ceoi010 In the end, 'SPense point, which is the kitchen, ay: Sunday "Re YP Copy andthe second copy Date Boia Tine Sham : [Waters Name: Maia TableNos 4 Tem Price |G amount] tem [Price] Qty. | Amou jBunger Steak, 10 [Hot Cotiee | 55 Buttalo Wings 135 | 2 | 270 _[Hotchoouite | [Peppers Pork 1s oe 8 [Baby Back Rite ee) [Runa Pesto 150 heedcotee | @ | 1 | (Carbonara 10, Root BeerFoat| 79 | 1 | 79 Pasta Aledo wo |i | 10 [rrutjuces | Fries s IMishake | 79 [Caspr Poatosties | 90 | 2 | 180 [soda 3S Potato Wedges 30 (Total Amount 75 286 signature. The cashier should keep two (for duplicate Ivar 12% 3 cise docket syste) or thre (triplicate docket system) copies to prepare the sales report {Total Amount nm saz ing methods are based on the concept mentioned above. However, thi stem canbe applied both in the manual and the automated systems. (GRAND TOTAL ins vt -done by hand. Transactions ae handwritten ‘Stature check is used in taking the guest’ orders. | a VQV7VQnayS oS 2 th software and hardware are used for different as such as control monitoring systems, data security and the Figure 11.6. Sample Order with Bll ides several advantages, uch as eliminating human error, srdized operations, and better management ted systems used in food service outlets are ink icles eine on | SRST 195 checking, An authorized procedures go the same withthe KOT, excep that BOT go a series of numbers use asa reference fo MEET avery end run the kitchen. ‘The order taker should bec here sales a dl novledgeable person removes an audit tape where S16 9 st pack to 2eP0. The the measures. Wines are sold per bot ofthe meal period or day. Then the macht the actual cash, i it alflrent lei: sone Ve peghanait lay hss. Spirits are total sales from the audit tape are then compa dered are written on the BOT together wi — * and so on. The drinks Shanical — sc Cash Register ECR) ~Itis amec Electronic Cash Ret and record sales For beverage orders, assigned “bin number the cellar is used i ine orders on the BOT. Each wine category has a bin card that ooiiey such as bin number, address ofthe suppie, manimury sesh tay opening balance, receipts, and closing balance (Se Fovne11 3, Sample al errors and printed ‘There is an attached drawer Jes to reduce the risk of cash receipts for the guest bi t opens only after sa pilferage. € Electronic Hand-held Order Pads - Every waiter has an electronic hand-held order pad. der pad discloses the waiters’ ly appear in the kitchen for | weaieze Waites | yy of orders, or it can be printed in the Signature Name sown | kitchen. It also generates various reports that are nme Noten = oo essential in performance analysis and control It < ——— ‘can generate an average check, sales summary, “a Figure 118, Sampie Bil of Wine wk dopey Figure 1.8 Semple BOT of Wine Fieger 118 Songs _J |__Figurents.sampleworarwine | 1s, large or double measures should be converted to single measures qe eg is equivalent to twice the single messure’s price, west ss some bars priced double measure: hana singe measur Insuch cane, he Alcoholic drinks ae served in hotels, in abar or other areas. Some restaurants Price of double measures should. proms, ork also offer alcol rerages. Beverage order tick is Sample BOT with Measures of S} sous conrnge nes, 196 | nonamerats F000 seco IONS sosonu | QURETSEerormarons 197 nein 2 | Single Whisky Figure 11.10. Sample BOT with Measures of Spit Return check must be made if wine is returned for several reasons: too acidic 6r too corky. An authorized person should sign the returned bill. (See Figure 11.12, Sample Return Check) Figure 11.11 Sample Bil of Spirit piling Methods Food and beverages consumed responsibility: to check the bill bef heck the following: by the guest/sarebilled. itis isthe service fore handing it out othe guest, Thestfshalt es served to the guest/s are billed : 1 amount is correct and not overwritten, «The date and number of the cover are accurate. For computerize the total amount will automatically be computed and appear. However, s ordered and entered should be double-checked. The following are the seven basic billing methods used in food service operations: 1. Bill. as Check - The waiter will sum up the second copy of the KOT, and Figure 11.13, Summary Sheet) (Opening Bill Number do0i010 Die erebat (loving Bill Number _co01083 Bil Amount | ill | Amount | Bil [Amount] Bil Amos) Bil |Amomt feexionr omer] — 2mm lamnon| ammo Resturans Name hone woz] — 200 lomoroe| owns mma sor im comers | ssi00 lowes] amos mmo) | ‘Date___ Time _ ‘BOT No. 00001005 Jooooio2s | 27890 |ommor0s4) 0001064 UU commas coms | —sseo_[aworos) nmin (ans TableNo,___ No.of Covers_* onions | ss mou) arene comme || fowoice7 | san loonoior7 ‘001067 comme |_| Retumed I omens | esr Jomoroe] sons) pf oon 1 Saat ~——— fcoore2g | 23800 [ooones] cri? + mom | — p00 owen) ows _amre 2x00 foomesr| —sorm fowowen ——_oneie f aa Jonas | wz [nes] (ewoee|_(eout Waters Name ow say [omens [sam fess] toms [ [ows as 54500 favors omovos)_one aaa ies = = [awoiars Figure 1122 SampleRetwin Cheek 0 feos | [aeons 198 | runoanaenrAs FOOD SERVICE OPERATIONS a pee nD coon | SARS 197 remain smmary of the sales sheet is forwarded to the control department 3. _ Bill with Order ~ Service orders and billing are given to the guest at the same time. ; fice is provided in exchange for the ticket. Itis ‘events that require prepayment. The number of 5. Voucher voucher can pay for meals with specific value issued by a third party. 6. No Charge ~ No payment or credit transaction. The guest may be asked to sign the bill as proof that the goods and services are received, yon ned by the guest with an ills sent to the control department to add it up t0 the guests account. 200 | FUNDAMENTALS IV FOOD SERVICE OPERATIONS Restaurants Name Bil/ Cheek pete _____—— Tine. iy tier’sNeme ‘able No. Cashier's Name and Signature bases ‘Methods of Payment Food and beverage consumption can be paid in various modes. Among popular payment methods are the following: 1. Cash—Cash payment should always be checked and counted infront of the : announce the amount received from the guest In this crucial to check the authenticity of the Bill. 2. Check ~ Acceptance of check is dependent on the outlet’ policy Ifthe check is accepted, the cashier should check the following information: Made payable to the right company Signed by the person indicated on the pane “The signature matches the one on the check: ss cowrno. TEMS FOOD, eons | ASSAM a Procedure in Reconfirming Table Resereat on Tice F IEE fom | request: Reconfirmation of a table reservation with a jon of a table reservation ee ietiin. | * “Good day, MrJMs. las nar of the gus! the name of restaurant» speaking” “Tos enn ar eration fora tae fr nb ofPersans> this | aye at