TELEPHONE RESERVATION

Name
Number of guests
Date and Time
Contact Number
Desired Location
Special Request
Mode of Payment

ROOM SERVICE
Name
Room Number
Type of Breakfast
Rice
Side Dishes
Egg
Drinks
Total Bill
Mode of Payment
Delivery Time

Possible Questions for Oral Questioning:

What is 3 Bucket Method?

Washing
Rinsing
Sanitizing

What is 3S?
Scrape
Segregate
Stack
Workplace 5 S
1. SORT - Eliminate whatever is not needed by separating needed tools, parts, and
instructions from unneeded materials
2. SET IN ORDER - Organize whatever remains by neatly arranging and identifying parts
and tools for ease of use
3. SHINE-Clean the work area by conducting a cleanup campaign.
4. STANDARDISE - Schedule regular cleaning and maintenance by conducting sort, set in
order and shine.
5. SUSTAIN - Make 5S a way of life by forming the habit of always following the first four
S's.
How do you handle guest complaint?
 H- hear (listen and identify complaint)
E-Empathize
A-Apologize
R-Respond (inform supervisor)
T-Take action

What are the types of food service? Explain each service.

American Service or plated service - food is already prepared in the kitchen in

individual plates with garnish and accompaniment and plate is served individually to
guests
Russian service or platter service - food is arranged in a platter and waiter serve the
food from the platter to the guests plate using a tong
French or gueridon service chef or head waiter prepare the food on the table side with
some showmanship. Gueridon service for it uses gueridon trolley
Buffet Service- guests line up to get their food in the buffet table
Banquet Service - for group of persons and with fixed price
Family Service - food are prepared in the kitchen, placed in a platter and served in a
platter on the table.
English Service - private dinner with fine dining set-up and tvpically with wine
service
Luriat Service - plate of food complete with rice, meat, vegetable and complete meal
dessert/plate with complete meal.
Apartment or Blue plate Service - similar to family Service with difference in location
as it is held in an apartment
Tray Service - food is served with the use of a tray

What are the examples of unsanitary/ sanitary practices?

➤ Unsanitary Practices
 Smoking, coughing/sneezing
 Scratching body parts
 Tasting food in view of customer
 Serving food/cutleries that have fallen on the floor
 Wiping perspiration with wiping cloth used for service
 Using strong perfume Spitting on walls, floor and sink
 Handling food with bare hands
 Putting foods in dirty tables
 Cooling warm/hot food by blowing air out of the mouth
 Combing hair inside the dining room
 Unpleasant Habits
 Yawning
 Mannerisms like biting nails, crossing arms, biting lips, etc.
 Shouting, giggling, loud conversation and horse playing
 Indulging in customers' private conversation
 Leaning on walls, tables and chairs Frowning look, show of irritation
 Suggesting/demanding a tip
  Airing grievances against the company to customer
 Bluffing customer
 Singing, whistling
 Seating with customer to indulge in conversation with them
 Interrupting customers' conversations unless valid reasons
 Grouping together with other staff for a chat while on duty
 Using sign Language Daydreaming and eavesdropping
 Putting hands on pocket and playing with pocket coins
 Sneering or staring look
 Chewing gum
 Counting tips in view of customer
 Too much familiarity with the customer
 Reading newspaper/ magazines
 Use of rude and insulting language
 Pointing at something or someone with finger
 Divulging confidential information to customers

Differentiate American Service (Plated) from Russian Service (Platter).

What are the common factors that need to be considered in putting up your own restaurant?
✓ Capital / Budget
✓Location
✓Target Market
✓ Competitors
✓ Manning - quality, trained staff
✓ Knowledgeable about the Business
✓ Food Costing
✓ Safety and Sanitation of the Area
✓ Requirements & Permits
✓ Equipment
✓ Product/Source of Ingredients
✓ Product Development

Cite examples of the different areas of the restaurant. Tell something about the area.
Cashier's Area
Dining Area - where guests are seated to eat,
Dishwashing Area where cutleries, dishes and other equipment are washed, rinsed and
sanitized. It is placed inside the kitchen
Food Preparation Area - aka kitchen
Dispatching Area
Bar Counter
Food display counter
Service Station or Side Stand

What is restaurant? Types of restaurant.

Fine Dining
Coffee shop
Industrial, Student Canteen/Cafeteria

What are the procedures in fine dining?

How do you rate yourself 1-10 base, 10 as the highest, on your demonstration? Did you pass
or fail? Why?

What are the things needed in preparing the table for service?
 Chinaware
 Glasses
 Cloth
 Cutleries

What are the considerations when preparing the table for service?
 Check equipment, check the table and then sanitize the table.

How do you sanitize your hands?

 Wash hands for 20 sec with sanitizer/ soap and water
 Wash up to your elbow
 Rinse hand thoroughly
 Dry hands using a single service towel or paper towels

What are the qualifications of a good food service attendant?

 Service-oriented, meaning you are knowledgeable of your job roles and functions.

How do you check the condition of the table (and utensils) prior to service?
 Actual checking
 Types of kitchen
 Cold-Salad, Dessert
 Hot Entrée, Soup, Appetizer

PROVIDE FOOD AND BEVERAGE TO THE GUEST

1. Checking reservations is an important part of understanding trade for the day. Name
five information you should check in relation to reservations.
Customers date of reservation
Time of arrival
name of guest
Contact details of guest
Number of guest
Special needs and request
Mode of payment
2. What comprises the mise – en - place?
Condition of tables and chairs Sanitary linens
Clean and sanitized table appointments
Flower arrangement filling of condiments
Condition of menu cards
Knowledge of the menu for the day
3.Before the commencement of service, give eight areas that need to be checked for
cleanliness.
 Furniture-tables and chairs
 Wall hangings - pictures or displays
 Fixtures-light fittings and door knobs
 Plants-indoor plants and pots
 Glass-windows, panels and doors
 Floor-carpet and tiled areas
 Work stations - waiter's sideboard
 Toilets-rest areas
 Equipment- coffee maker and toaster

4. What is the key difference between an 'ala carte' and 'table d' hote' menu?
 An ala carte is the term used for a menu that has individually priced dishes, while a
table d' hote has set or fixed price for a complete meal or several courses.

5. Give some technique on how you can welcome guest to make them feel comfortable and
safe?
 Know the reservations of the day to have an idea as to the incoming guest and the
bulk of expected guest.
 Try to remember the names of the guests, particularly the regular guests.
 Always address guest Sir/Madam, if not by their names to show how important they
are to the establishment.
 Give extra attention by asking "is there anything else that you need Sir?' or how do
you find your meal madam?"
 Bid goodbye and thank the guest for coming

6. What are some special needs that must be addressed when welcoming a customer?
 Alternative easy access to their table because of disability
 A high chair for infants
 Appropriate food for those with special dietary needs as indicated in the reservation
book. Privacy for romantic couples and business people
 Special tables assigned for PWDs

7. What are activities associated with presenting menus and drinks lists? How do you present
the menu?
 Ensure there are adequate menus for everyone to read
 Distribute menus to the guest from their right-hand side
 Leave the wine list with the host or place in the center of the table.
  Ask customers if they would like any starters.
 Serve any complimentary starters if appropriate.

8. Explain the importance of upselling to the hotel/ restaurant operation?

➤ Upselling is very important in food service because of the following reasons:
 The guest may not be familiar with the food that the hotel offers.
 To encourage guest to order a complete meal.
 For proper food and wine pairing
 To suggest unpopular menus
 To increase sales for the day

9. When collecting food from the kitchen, what checks should servers make?
 Checking that the right meal has been prepared and any requested preferences have
been accommodated
 Checking the plate to make sure there are no marks spills or drips
 Checking the quality of the item
 Checking with the chef to identify how the particular item has been cooked
 Checking if special condiments need to go with the order
 Checking to make sure there is uniformity between dishes
 Ensuring the correct temperature of the dish

10. What is the process of adjusting cutlery?

 Identify what needs to be removed from each cover
 Identify what needs to be added from each cover
 Obtain the necessary items
 Load them into cloth service plate
 Carry the cloth plate with all the required items to the table
 On arrival at the table, begin adjusting the items by starting at the number one quest,
working clockwise around the table
 Always handle cutlery by the handles

11. What is the correct temperature when serving red wine?

 White Wine 45°F-50°F
 Sparkling Wine 57°F
 Room temperature (15.5°C to 18°C, 60° to 55°F)

12. What is the '3 minute check"?

 When a meal has been served to the customer, it is important for service staff torevisit
the table a few minutes later to check that the meals are to the customer's satisfaction.
13. What items can be replenished during the "3 minute check"?
 Drinks
 Extra condiments Extra cutlery
 Extra crockery
 Extra glassware
 More serviettes
 A scrap bowl-depending on the menu item being served
14. What are some options to resolve a food related customer complaint, during the 3 minute
check?
 Replace the meal quickly
 Allowing them to take some items from the buffet whilst they are waiting
 Providing a plate of snacks including rice, salad bread or fries
 Suggesting fast cook items so that a dish will be ready when others are also eating

15. What are the things to do when guests complain? Explain steps on how to handle guest
complaints.
 Listen attentively and acknowledge the complaint
 Apologize
 Restate the complaint briefly back to the customer to show you have listened and
understood
 Agree by thanking the costumer for bringing the matter to your attention
 Act quickly, quietly and professionally
 Follow up if complaint was addressed

16. How will you handle guest needs with restrictions on allergies?
Inquire the specific restrictions / Allergens
Suggest alternative food items

17. How will you handle guests with the signs of intoxications requesting for more bottle of
hard drinks?
 Suggest or offer food and beverage that could lower the blood alcohol contenting. hot
soup, coffee, carbohydrate rich foods

18. What assistance can be provided to the customers as they leave a table?
 Pull back chairs for customers
 Get wheel chairs of the aid as required
 Thank the customer for their patronage
 Arrange any take away containers
 Where permitted, place corks back in unfinished wine bottles for easier transportation
of customers
 Arrange toothpicks
 Remind customers to collect any bags, clothes and other personal items left on table,
set of floor
 Arrange balloons or gift packs or other children's gifts
 Help them with putting coats and jackets
 Remind customers to collect change, credit card or receipt
 Escort the customer to the door.

19. What are examples of "end of service" assistance?

 Obtaining a taxi or other transport for guests
 Retrieving items that have been placed into safe keeping
 Offering umbrellas
  Accompanying guests to cars
 Making reservations on their behalf
 Directing them into their next destinations, including shops, cultural, tourism or
sporting areas of interest
 Offering seat, paper or complimentary coffee while the weather clears

20. What are common methods in which the customers can settle accounts?
 Paying cash
 Paying via credit card through using a manual or electronic system
 Using EFTPOS facilities-
 'Electronic Funds Transfer at point of sale'. In selected situations costumers may settle
their accounts by
 Charging to their room
 Charging a house account. These are used for functions or corporative events
 Presenting vouchers for nominated amounts and/or items/services
 Paying by cheque

21. What are the different styles of banquet set-ups?

 U-shape, Theatre, Classroom, Round, Semi-circle, Hallow square, Fish bone

22. Case study. Explain what went wrong.

 The guests have their orders and the waiter has placed the orders to the kitchen. The
waiter returns to the table and informs the guests of the house specials and the best
seller menu items. Intrigued to try the recommended food items, the guest changed
their minds and cancelled their earlier order.
➤ The waiter performed upselling and suggestive selling but at the wrong time. The waiter
should have suggested and promoted food items in the menu during order taking. Hecan also
suggest additional food and beverage items after he has served the order food. PROVIDE

ROOM SERVICE
1. How can you avoid room service mistakes? What are the things that need to be
checked to avoid mistakes?
Clarifies repeat and checked details of orders with guest
Verify guest information like room number and name
Advices guest approximate time of delivery
Check if mise-en-place is complete
Check on the amount of the bill
2. What is a "door knob menu"?
➤ A type of room service menu place in the guest room, which lists the times that
breakfast, can be served with a limited number of breakfast items. Guest select what
they want to eat and the time they want the food delivered, then hang the menu
outside the door knob. The menus are collected and the orders are prepared and sent
to the rooms at specified times.

3. What are the standard amenities set in the tray/ trolley/ during breakfast?
 Sugar and cream
  Jam and marmalade
 Cup and saucer
 Silverware (dinner knife, dinner fork and teaspoon)
 Folded napkin
4. What will you do upon reaching the guestroom?
 Knock on the door/ ring the doorbell
 Mention room service
 Greet the guest set the table accordingly

5. What will do upon entering the room?

 Guest is asked where they want the tray or trolley positioned
 Explain take away procedures for the tray or trolley when the guest has
finished their meal
 Ask the guest to acknowledge the service by signing the delivery slip

A. STRENGTHS OF THE PROGRAM/POSITIVE EXPERIENCES/COMMENTS

In this program, the students are able to sharpen their skills and capabilities in FBS,
concerning the following 6 core competencies
1. Prepare Dining Room/Restaurant Area for Services

a. Familiarization of different kinds of Table Wares such as:

 Chinaware/Dinnerware
 Beverage ware/Glassware
 Cutlery/Silverware

b. Mis-en-place-means everything in place

c. Comprises of Mis-en-place are:

 Conditions of tables and chairs
 Knowledge of the menu for the day
 Condition of the menu cards
 Sanitary linens
 Clean and sanitized table appointments
 Flower arrangement Filling of Condiments

d. Before the commencement of service there are eight (8) areas that need to be
checked for cleanliness such as:
 Dining Area
 Food Display Counter
 Service Station or side Stand
 Service Bar or Bar Counter
 Cashier's Counter
  Dispatching Counter Dishwashing Counter
 Food Preparation Area
 Furniture tables and chairs
 Wall hangings - pictures or displays
 Fixtures - lights fittings and door knobs
 Plants Indoor plants and pots
 Glass-windows, panels and pots
 Floor - carpet and tiled areas
 Work Stations-walter's sideboard
 Toilets-rest areas
 Operating equipment such as coffee machine, carving trolley, toaster, bar
chiller, bar blender, etc.

2. Welcome Guest and Take Food Orders

a). In this core the students have mastered table service based on the following sequence:
 Welcome guest
 Escorting the guests to his/her table appointments
 Seating the guest
 Serving water
 Serving Bread and Butter
 Presenting wine list
 Taking and Serving wines to Guests
 Presenting Food Menus to the Guests
 Taking and Serving food orders according to their food sequence/orders:
 Appetizer
 Soup
 Salad
 Main dish
 Dessert
 Presenting the bill and asking for the mode of payment
 Receiving payment depending on their chosen mode of payment (cash, credit card,
cheque, etc.)
 Offering end service assistance such as pulling chairs when the guests is about to
leave
 Bidding Goodbye and thanking the guests.

b) The student is able to know the special needs that must be addressed when welcoming a
customer.
 Promptly acknowledge the guest and welcome them with a greeting. An example of
this may be: "Good morning, welcome to EVERBLOOM Restaurant!"
 Establish if the customer has a reservation. A number of customers don't have a
booking - they are called 'walk ins'. To accept a walk in, make sure that there is a table
available. If the guests do have a reservation, check the number of guests to determine
if a table is available.
 Hats, coats, umbrellas or parcels and present should be taken from the customer if this
is standard house policy or if guest request it.
  Show guests to their table, while walking at a rate that would be comfortable for the
guests to keep up with. It may be appropriate to manage them in some form of light
conversation while doing this.
 At the table, pull out one chair to signal to the guests that they are free to claim a seat
and sit, assist guests with being seated, and pushing in chairs.
 Seat ladies first with the best view of the restaurant.

c) The students practice some techniques on welcoming a guest to make them feel
comfortable and safe, such as:
 Know the reservation for the day to have an idea as to incoming guest and the
bulk of expected guest.
 Try to remember the names of the guest, particularly the regular guest
 I will always address our guest "Sir or Madam"?
 Give extra attention by asking "Is there anything else that you need Sir/Madam
"or "How you find your meal Sir/Madam?
 I see to it that I bid goodbye and thank guest for coming.

3. Promote Food and Beverage Products

 This core helps students understand the importance of up-selling/suggestive selling:

 The guest is not aware of all food we offer

 Due to several selections, the guests tend to just choose some food items
 There are terms that are unfamiliar to the guest, unless we offer and explain to
them, they will not order
 We know what would complete the meal, thus we should offer it
 We also know what food goes well with the drinks
 We know that the children will love to eat anything sweet, let's offer it
 The unpopular menu can be introduced through upselling
 Upselling could help increase sales of the day
 Upselling skill is a test of waiter's concern for the establishment and the
manifestation of managerial skills
 To make the guest familiar with the food that the hotel offers
 To encourage guest to order for a complete meal
 For proper food and wine pairing

4. Provide Food and Beverage Services to Guests

A). Under this core, the students are able to identify the difference between an A LA Carte
Menu (from the card/menu) which is a term use for an individually price dishes, a customer
pays only for what he selects or eats while A Table d' Hote" (table of the host) or a menu
which has a set or fixed price for a complete meal or several courses and the guest pays the
full set price regardless of what he chooses of what he chooses to eat. The students are able to
identify the importance of 3-minute check.

B). The time allotted for our guests after serves the food. The waiter should return to the
table and check the guest is happy with everything
C). The students are able to know the items can be replenished during the 3- minute check.
Cruets set or condiments

D). They also performed skills about Taking Table Reservations and getting the right
information like:
 Name of guest
 Number of guest/party Placed/locations
 Customer Time of arrival
 Contact details of quest
 Special needs and request
 Mode of payment (cash, credit card, cheque, etc.)

5. Provide Room Service

a). Another skill that each student has performed is taking orders in the quest room, and
delivering into their rooms. With proper sequence they can get the necessary information
through telephone conversations, and they are as follows:
 Asking guest name
 Taking a guest room number
 Taking order
 Asking for any other special request needs/notes
 Total the bill
 Asking for the mode of payment (cash or charged to their room)
 Advising guests for the approximate time of delivery

b). The students are able to know how to avoid room service mistakes, like:
 Details of orders clarified, repeated and checked with guest for accuracy.
 Guest is advised of approximate time of delivery.
c). Upon delivering of the food, the students have practiced some safety standard upon
reaching the guest room. These are as follows:
 Knocking at the door 3x
 Mentioning room service to identify the service
 Introducing oneself when the guest opens the door
 Asked permission to get inside the room
 Asked where he/she wants his/her food or trolley to be positioned
 Explain the take away procedure for the ray or trolley when the guest has finished
their meal
 Asked the guest to acknowledge the service by signing the delivery slip

d). In this core they are able to identify different types of breakfast depending on what the
establishment offers, like:

 Continental Breakfast-light meal which consists of breads, coffee or juice for drinks.
 American Breakfast- lightly heavy meals consists of bacon or sausage, pancake, egg,
coffee and juice for the choice of drinks.
  English Breakfast-semi heavy meal consists of burger or clubhouse with the side
dish of home baked potatoes or cooked vegetables, coffee and juice for the choice of
drinks.
 Filipino Breakfast - heavy meals consist of Tosilog, Tapsilog, Longsilog, Hotsilog,
and Hamsilog. It is a combination of Tocino, longganisa, Tapa, (depending on guest
choice), fried rice (sinangag). and egg either boiled sunny side up or scrambled

RECEIVE AND HANDLE GUEST CONCERNS

In this core we've tackled different kind of situations in handling guest complaints. Either
service or food related guest complaints, the following SOP is practiced.

a) The students have practiced the steps on how to handle guests complaints:
 Listen attentively and acknowledge the complaint
 Apologize
 Restate the complaint briefly back to the customer to show you have listened
and understand
 Agree by thanking the customer for bringing the matter to your attention
 Act quickly, quietly and professionally
 Follow up if complaint was addresses b) In handling guest complaints,
remember the following acronym:
 Hear guest complaint
 Empathize to the guest
 Apologize to the guest
 Reply/response to the guest
 Take action