Chapter 4: Taking and Processing Orders

CHA P TER 4 : TA K ING
A ND P ROC ES S IN G
ORD ER S
LESSON 1: MENU AND DRINK LISTS
TECHNICAL TERMS
 BEST SELLING ITEMS- THE MOST FREQUENTLY ORDERED OR THE
MOST SALEABLE ITEMS.
 MENU- A LIST OF DISHES AVAILABLE IN A RESTAURANT.
 SOMMELIER- A WINE STEWARD; A SERVER WHO IS IN CHARGDEOF
WINES AND SERVING WINES.
 SPECIALS-THE DISH CONSIDERED AS THE SPECIALTY OF THE CHEF.
PRESENETING MENU AND DRINK LISTS TO
GUESTS
• A menu is a list of dishes and drinks available in a foodservice establishment. There
are two types of menu- a la carte and table d’hote. The key difference between the
two is that dishes are priced separately in the a la carte while table d’hote menu items
by set of complete meal.
Type of Menu Advantages Dis advantages
A la carte  This provides and extensive  This usually more expensive.
choice for guests in terms of  Items are prepared as
type of meal and cooking ordered. Hence, longer wait
method. time for guests.
 Price of each item are shown.
Table d’hote  All dishes are ready to serve.  The menu has a fixed number
 Selling price is fixed. of courses.
 There is limited choice within
courses.
PARTS OF THE MENU
The following are the different parts of the menu.
• hor d’oeuvres- light food served as appetizers before the regular course.
• today’s specials- a dish recommended by the chef or cook.
• entrée- main dish at lunch or dinner.
• side dish- a dish that is served to complement the entrée.
• house specialties- an item or product of a distinctive kind or particular
superiority.
• beverage- any liquids for drinking
• platter- a meal or course serve on a platter.
• desserts- a usually sweet course or dish, as of fruit, ice cream, or pastry,
served at the end of a meal.
PROCEDURE IN HANDLING THE MENU
The following steps when handling the menu to the guests must be followed.
1. Ensure that all of the menus are facing the right way.
2. Provide enough menus for everyone at the table. Present the menu form the right
side of the guests. If folded menu is used, open it before presenting to guests.
3. Present the menu by saying “ Ma’am/Sir”, here is our menu for your selection. I will
be happy to take your order whenever you are ready.
4. Today’s specials and promotions, written on the menu or not, must be on mentioned
to the guest upon menu presentation.
5. Politely inform the guests if there are any items that are not available.
Servers must be knowledgeable and familiar with the menu so that
recommendations and suggestions may be provided to assist guests with drink and meal
selection and/ or be able to answer guests’ questions about the menu.
ACTIVITY # 3
• Make your own sample menu and demonstrate the proper way of
menu presentation in front of the class. Take note of the following
points .
-Choose a name for your restaurant.
- Create your own menu with all the parts.
- Make sure you follow a theme when including dishes in your
menu. ( e.g., Italian, American, Japanese, Chinese,etc)
- Be artistic in making the menu because you will use this in the next
activities.
- Present the menu to your teacher who will serve as your guests.
LESSON 2:
RECOMMENDATIONS, SUGGESTIONS, AND
ANSWERS TO THE NEEDS OF THE GUESTS
• Technical terms
Overselling- occurs when a salesperson becomes too pushy in offering products
or services when the guest has already made a decision on what to purchase or
avail.
Recommending- to give an opinion to answer a guests question about the menu.
Suggest- to provide an objective answer to the guests query regarding the menu.
Suggestive selling-recommending products to the guest with the aim to improve
their dining experience and consequently increase the size of the guest check.
PROVIDING SUGGESTIONS AND
RECOMMENDATIONS TO ASSIST GUEST
• A server has two options in answering a guest’s questions about the
menu. First, he or she can suggest, he or she can recommend.
Guest: What vegetable side dish do you offer?
Sever: Well, we have baked mushroom, sautéed snow peas, buttered corn
and carrots.
Guest: What vegetable side dish do you offer?
Server: Well, our baked mushroom is superb. It is drizzled with olive oil and
seasoned with Italian herbs. This will go well with your steak.
Suggesting is answering the guests question with information while recommending is

answering the guest’s question with an option. To help you decide which one to use,
keep in mind that suggestions are safe while recommendations are a little risky.
SUGGESTIVE SELLING
• Suggestive selling is providing recommendations for food, beverages, and
services that guests can avail so that their dining experience will be better and
there will be an increases in their check. ( Dahmer and Kahl, 2009)
Example of instances where you can practice suggestive selling.
 When the guest orders a sandwich or a salad, you may ask, “ Which do you
prefer to drink: tea, coffee, or milk?” This way the guests is encouraged to add a
beverage in his or her order.
 When the guests chose a grilled food, you may emphasize the time required to
cook the food. You may ask he if she would like an appetizer or soup while
waiting?
 When the guest’s order of an a la carte meat dish has been served, you may
return to the table, present the menu again and ask “ Would you like to have
dessert?
ANSWERING QUESTIONS OF THE GUESTS
• Familiarizing yourself with the menu is one of your responsibilities as a server. It
can also save you from the embarrassment of not being able to answer the guest’
questions about the menu. Oftentimes guest, especially those who have been to
your restaurant for the first time, are not familiar with the items on the menu. So,
they ask the server.
• Most common concerns of guest regarding items on the menu that they may be
inquiring about.
 Vegetarian food
 Budget-wise selection
 Ingredients that may cause allergic reaction.
Healthful choices
Food they may dislike.
HELPING THE GUEST PLACE AN ORDER
1. Ask questions
 Questions about food. You may politely ask guest whether they
prefer something light or something substantial for their meal. You
may also ask them the type of food they prefer of it if they want to
try something local or international.
 Questions about beverages. You may option to ask if the
beverage they would want is for sharing or just for them. You may
also ask if they want alcoholic or non- alcoholic beverages. For
wines, you may ask if they prefer red or white wine.
2. Give information
 General information. These may include compatibility of foo and
beverage these information as clearly as accurately as possible.
 Information about food. As a server, you must knowledgeable on the
food that you are serving. To help the guest place an order for food you
may provide information such as its ingredients, cooking process, the
time needed for preparation, the way it taste, the way it served, the
serving size and even the aroma of food.
 Information bout the beverage. Some of the information about the
beverage s that will guests make their selections include whether it is
suitable as aperitifs or suitable or drinking after meal, its taste and aroma,
its origin, its strength or alcohol content (for alcoholic beverages ) and
the serving size.

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CHA P TER 4 : TA K ING

Suggesting is answering the guests question with information while recommending is

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