HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL

This is a Competency Based Learning Materials for the qualification Food and
Beverage Services NC II. This CBLM has been revised and improved to address the gap
between the old training regulation and new training regulation. Some parts of this CBLM
were taken from the ASEAN Trainee Manual in Providing Food and Beverage Service.
Below are the core units of competency included in this CBLM:
1. Prepare the dining room/restaurant area for service
2. Welcome guests and take food and beverage orders
3. Promote food and beverage products
4. Provide food and beverage services to guests
5. Provide room service
6. Receive and handle guest concerns

This learning material contains activities for you to complete. It covers the
knowledge, skills and attitudes required to complete the competency.

You are required to go through a series of learning activities in order to complete

each of the learning outcomes of this module. In each learning outcome, Learning
Elements and Reference Materials are available for your further reading to assist you in the
required activities. You are expected to accomplish all the required activities and to answer
the self-check after each learning element. Please note that you need to have 100% correct
answers to each self-check to pass the activity. You are required to obtain answer sheets,
which are available from your trainer or at the end of each learning element, to reflect
answers for each self-check. If you have questions, please do not hesitate to ask your
facilitator for assistance.

Recognition of Prior Learning (RPL)

You may have acquired some or most of the knowledge and skills covered in this learning
material because you have:

• Actual experience on the job;

HM112 Module 1
 • Already completed training in this area.

BENEFITS OF RPL
o Gives credit for knowledge and experience
o Reduces duplication of learning
o Reduces costs of obtaining formal credentials
o Gives immediate feedback and determines which competencies need
verification and testing
o Identifies training gaps
o Training (is individualized and results in a recognized certificate)
o Assists in professional development
o Allows for better use of time and resources
o Potentially saves on training costs
If you can demonstrate to your trainer that you are competent in a particular skill,
you do not have to do the same training again. Or, if you feel you have the skills, talk to
your trainer about having them formally recognized. You may also show your Certificates
of Competence from previous training. And if your acquired skills are still updated/relevant
to the module, they may become part of the evidence you can present for RPL.

This module was prepared to help you achieve the required competency in providing
a link between kitchen and service areas, food and beverage services and room service. It
will serve as a source of information for you to acquire the required knowledge and skills
for Food and Beverage Services (NC II), with minimum supervision or help from your
trainer. This material will aid you in acquiring the competency at your own pace,
independently. To achieve the full benefit of this module:

• Talk to your trainer and agree on how you will both organize your training on this
unit. Read through the Competency Based Learning Material carefully. It is
divided into sections which cover all the skills and knowledge you need to
successfully complete this module.

HM112 Module 2
 • Most probably, your trainer will also be your supervisor. He/She will be there to
support and show you the correct way to do things. Ask for help if you need one.

• Your trainer will tell you about the important things you need to consider when
doing the activities. It is important you listen and take notes.

• You will have plenty of opportunities to ask questions and undergo rigid practice.
This will help you in achieving competency in your new skill. Ample practice will
improve your speed, memory and confidence.

• Talk with more experienced colleagues and ask for guidance.

• Answer self-checks at the end of each section to test your own progress.

• When you finished each element and feel that you are ready, demonstrate the
activities outlined in the learning material to your trainer.

• As your work through the activities, your trainer will be taking note of your
performance. He/She will be providing feedback on your progress. Your
readiness for assessment will be reflected in his/her report, if and when you have
successfully completed each element.

HM112 Module 3
UNIT OF COMPETENCY: PREPARE THE DINING ROOM OR
RESTAURANT AREA FOR SERVICE

MODULE TITLE : PREPARING THE DINING ROOM OR

RESTAURANT AREA FOR SERVICE

Introduction

This module contains information and learning activities in PREPARING THE

DINING ROOM OR RESTAURANT AREA FOR SERVICE. Upon completion of this
module and you feel confident that you have had sufficient practice, you may request your
trainer to arrange an appointment with a registered assessor for your assessment. The
results of the assessment will be recorded in your Competency Achievement Record.

SUMMARY OF LEARNING OUTCOMES

At the end of this competency-based learning material, the learners are expected to meet
the following learning outcomes:
1. Take table reservation
2. Prepare service stations and equipment
3. Set-up the tables in the dining area
4. Set the mood/ambiance of the dining area

Assessment Criteria
1. Inquiries are answered promptly, clearly and accurately.
2. Pertinent questions are asked to complete the details of the reservations.
3. Reservations data are recorded on forms accurately based on establishment’s
standards.
4. Details of the reservations are repeated back and confirmed with the party making
the reservation.
5. Additional information about the foodservice establishment is provided when
necessary.
6. Service or waiter’s stations are stacked with supplies necessary for service.

HM112 Module 4
 7. All tableware and dining room equipment are cleaned, wiped and put in their proper
places.
8. Special tent cards and similar special displays are put up for promotion.
9. Cleanliness and condition of all tables, tableware and dining room equipment are
checked.
10. Water pitchers and ice buckets are filled.
11. Electrical appliance or equipment like coffee pots, tea pots, plate warmers etc. in
the dining area are turned on and kept ready.
12. Condiments and sauce bottles are refilled and the necks and tops of the bottles are
wiped clean and dry.
13. Tables are set according to the standards of the foodservice establishment.
14. In cases where the menu is prearranged or fixed, covers are set correctly according
to the predetermined menu.
15. Tableware and glassware are wiped and polished before they are set up on the
table.
16. Cloth napkins are folded properly and laid on the table appropriately according to
napkin folding style.
17. Buffet or display tables are skirted properly taking into account symmetry, balance
and harmony in size and design.
18. Lights are adjusted according to time of the day.
19. Tables, chairs and other dining room furniture are arranged to ensure comfort and
convenience of the guests.
20. Appropriate music is played when applicable
21. Floors/carpets are cleaned and made sure are dry.
22. Air-condition or cooling units are adjusted for the comfort of the guests
23. Decorations are set-up according to theme or concept of the dining room.

LEARNING EXPERIENCES

Activity Special Instruction

LEARNING ACTIVITY Read the information sheet, answer

the self-check and perform the
Handle guest request for table activity following the provided
reservation assessment criteria.

HM112 Module 5
LEARNING ACTIVITY

Assign guests to their tables using Refer to the information sheet

the prescribed restaurant lay out.

LEARNING ACTIVITY Refer to the specific instruction

Using the internet in analyzing the
menu

LEARNING ACTIVITY

TABLE SETTING

Given the necessary information Allocate time and give specific

sheet with specific menu, arrange instruction in setting up the table.
the table set up.

LEARNING ACTIVITY

NAPKIN FOLDING Allocate time and give specific

Given the specific name of napkin, instruction in napkin folding.
fold it without looking from your
module

HM112 Module 6
LEARNING ACTIVITY

TABLE SKIRTING Allocate time and give specific

Perform basic table skirting instruction in table skirting.

INFORMATION SHEET

HM112 Module 7
Introduction: Process incoming reservations to the establishment

As tables have been allocated to incoming reservations, it is vital to ensure that the

reservations are in fact accurate and that the people are coming. Given that most food and

beverage outlets are generally busy, it is essential that the limited space can be used in the

most profitable manner. In periods of high demand, it is inexcusable to have reserved

tables for people who aren’t coming, when there are others who want to dine at your

establishment. Therefore it is vitally important to confirm reservations with customers. This

is normally done the day before or earlier on the day of their expected visit to the

establishment.

Importance of following up

It is important to follow up with reservations for a number of reasons including:

1. Proves to the customer we value their patronage Reminds the customer that they in fact
have a reservation Confirms that the reservation is still applicable

2. Ensure that people who have made a reservation, do in fact have a space for them when
they arrive

3. Ensures tables can be resold or released if the customer is not coming anymore

4. Information or arrangements regarding the booking can be confirmed

5. Payment methods can be collected if required Ensures that any changes can be
accommodated before the customer arrives

6. Where booking charges or penalties are charged for late cancellation are applicable,
these can be explained to the customer

7. Enables staff to explain parking arrangements to help facilitate their arrival

8. If customers wish to cancel their reservation, others on a waiting list can be allocated a
table, or other customers can be placed in more desired locations at the establishment. For
example a table with a view of the ocean or city lights.

Reservation information to confirm

HM112 Module 8
Some information that may be confirmed with the customer may include:

Status of the reservation – confirmed or cancelled

Name of booking

Number of persons

Expected time of arrival

Any special requests

Confirm existing requests.

Follow up activities: Once reservations have been confirmed or cancelled, there are a
number of tasks that need to be performed. These include:

1. Placing reserved sign on the table

2. Informing waiters of the tables under their responsibility of reservation details and
requests

3. Informing kitchen of any requests

4. Follow up on any requests such as a birthday cake

5. Phoning people on the waiting list if the previous reservation is now cancelled

6. Processing charges as applicable.

7. Once we have a clear and accurate understanding of expected trade, it is now time to set
the tables accordingly.

Source: ASEAN 2013 Trainee Manual Provide Food and Beverage Services

Checking reservations

The first task is normally to check the reservations to gain an understanding of how busy
the outlet will be and to help in the allocation of duties to staff.

Information to check in relation to reservations includes:

Number of guests including type of guests. For example, a baby may require a high chair

Size of bookings. This can indicate where their table has to be placed simply because it
won’t fit in certain locations

HM112 Module 9
Customer’s arrival time. This helps identify rush times and when additional reservations
can be made

Special requests such as the guest requesting a specific table number, specific location,
dietary requirements or that they have brought a birthday cake

Needs of guests such as wheelchair access or stated need to be in a private location.

Consider anticipated trade

When checking reservations, it is also important to take into consideration the anticipated
level of “walk in‟ customers. These customers are those who do not have a booking, but
merely walk in off the street looking for a table.

The level of “walk in‟ trade may be influenced by: Historical information

Events or local attractions. They may be theatre shows, festivals or sporting events starting
at specific times, which are located close to the premises

Weather Hotel occupancy, if dining premises is within a hotel.

Check menu for the session

The menu can change daily, depending on the availability of the menu items and
the chef’s choices.

It is vital for all service staff commencing a service session to be aware of any menu

variations and know what the daily specials are. In addition, the kitchen may require service

staff to „push‟ certain dishes to clear them, or because they represent an especially

HM112 Module 10
profitable dish. Some specials or variations that could occur on a daily or service-by-service

basis may include:

1. Fish of the day

2. Soup of the day

3. Specials of the day

4. Vegetables of the day

5. Dessert of the day

6. Specific constraints on this individual upcoming session.

When the guests are presented with the menu, they should be informed of any

changes, specials or limitations at this stage to avoid disappointment and frustration should

they order items that are unavailable. Changes and specials may also be written up on a

board, and brought to a guest’s attention upon seating. Chalkboards should be kept clean

and all handwriting should be neat and legible. Lots of different menu presentation options

exist, from print-based options, through hand- written boards to electronic displays.

Check internal requirements

Besides the above mentioned impacts on upcoming session, there are usually a number of
internal requirements that need to be considered including:

Special service protocols

Service styles,

menus or promotions may change to cater to a dedicated theme or group.

In addition specific service standards will also impact service.

Arrival and treatment of VIPs

VIPs can include:

Executives

Senior management
HM112 Module 11
Regular in-house guests

Important potential or existing clients

External customers

Large groups.

Where VIPs are expected, this will likely impact service through the need
for:

Higher service levels – more experienced staff or greater numbers of staff allocated to the
VIPs

Need for private area – sections may need to be closed off or priority tables to be reserved

Specialized dishes – this may include 3 course set menus through to specialty menu items.

Priorities

Each organization will have priorities which they want to achieve in relation to operational
activities, sales or profitability.

This will influence:

The style of service Promotions Bookings taken – one of 2 sittings per session.

Limitations for service

There may be a range of limitations that impact on an upcoming session including, but not
limited to:

Pre-existing group bookings, for example external conferences or groups staying in the
hotel

Meetings that have been booked in the outlet. Normally these include hotel management
meetings but could also include breakout rooms for conferences

Repairs to equipment or sections of the outlet

Staffing limitations either to back of house (chefs) or front of house (service staff)

Equipment limitations. Naturally each outlet will only have a certain amount of floor space
or limited number of tables and chairs that can fit within it. In addition kitchens can only
produce a specified amount of menu items in a given period of time.

Source: ASEAN 2013 Trainee Manual Provide Food and Beverage Services

HM112 Module 12
Taking Table Reservations

Restaurants make it a goal to fill as many seats as possible every shift, while still maintaining
high standards of food and service. Many restaurants take reservations in order to assist
guests or parties whose plans require a specific seating time. Guests can make reservations
over the phone or online. Do the following before starting or when critiquing a reservation
system:

- Consider restaurant layout.

The layout in a restaurant also has a good deal to do with the reservations the restaurant is
able to take. Some managers emphasize that this is one of the most important aspects of
the reservation system. Table shapes, table sizes and booths can all affect the types of
parties you are able to reserve.

- Manage large groups.

Large parties of eight or more can be a challenge to reserve, especially if the restaurant
layout involves mainly booths. In a crunch, a manager can offer the large group creative
seating arrangements, or else suggest that the reservation be booked for a slightly earlier or
later time.

- Hold tables appropriately.

Managers at restaurants that accept reservations need to remain constantly aware of the
customer flow for the entire shift. Some restaurants will hold an empty table for only 20 to
30 minutes prior to the reserved party's arrival, if tables are turned quickly. Others will
ensure that the table is clear and held for over an hour.

- Utilize technology.
Many restaurants are channeling reservation requests through in-house technology such as
OpenTable software and computer devices. Coupled with Internet sites such as
OpenTable.com, technology like this can make reservation management and seating much
more convenient and efficient.

- Ask for a credit card.

Sometimes restaurants take credit card information when the customer places the
reservation request. This way, the customer is aware that his card will be charged a fee if his
party does not fulfill the reservation.

See more at: retrieved from http://www.foodservicewarehouse.com/education/restaurant-

management-and-operations/seating-guests-and-taking-reservations-in-the-
restaurant/c28049.aspx#sthash.aPK1q8Dp.dpuf on April 21, 2015

HM112 Module 13
Not All Restaurants Take Reservations

Not every restaurant will accept guest reservations. They may decide to stop taking
reservations altogether, or they may have never done it to begin with. This can cause
dismay among some guests, but restaurants usually have their reasons.

Advantages of Taking Reservations / Disadvantages of Taking Reservations

Special occasions. When a couple or a party wants to enjoy a special occasion such as an
anniversary, holiday or other celebratory event, they want to make sure they can get a table
without waiting too long.
Fairness. Some restaurants are so popular that they may require patrons to make a
reservation weeks or even months in advance. To be fair, some restaurants decide to run a
purely first-come, first-served business. Wait times can be extremely long at places like this,
but booking reservations for months in advance can be even more extreme.

Higher checks. Customers often make reservations for large parties or special occasions.
These parties tend to spend more money at the restaurant, which in turn increases
revenue.
Absent patrons. When the reserving party never shows up, sales suffer from the lost
business. Additionally, filling up the reservation book and holding tables for the parties
may force a restaurant to turn away other sales-generating patrons.

Planning Ahead. When restaurants are aware of the reservations for the night, they may be
able to better plan the preparation required to serve them. This is especially true for large
parties, such as reservations being made for 10-20 people.

Changes in party numbers. Sometimes a reservation is changed without notice, such as the
arrival of additional guests or children. When a restaurant makes plans to hold a table that
accommodates four, only to have a party of seven arrive, table arrangements and seating
plans need to change. This takes time and causes longer waits.

See more at: http://www.foodservicewarehouse.com/education/restaurant-management-

and-operations/seating-guests-and-taking-reservations-in-the-
restaurant/c28049.aspx#sthash.aPK1q8Dp.dpuf

Alternatives to Reservations

Restaurants who do not accept reservations, or restaurants that no longer have the capacity
to accept further reservations on a given night may choose alternative methods to
accommodate their guests. Use the following methods to organize waiting patrons and
streamline the seating process:

The waiting list. When patrons arrive, they are invited to submit their names to a
HM112 Module 14
waiting list. The parties are called in order whenever tables become available. Unlike
reservations, this does not involve holding a table and will most often require a short wait.

The call-ahead list. Much like a waiting list, the customer can call the restaurant, ask
how long the wait is, and ask to be put on the waiting list over the phone. The customer
then arrives within the appropriate frame of time and receives the next available table.

Pagers. Many restaurants employ electronic pagers in lieu of calling out patron names
when tables are ready. These devices flash, vibrate and sometimes make noise when a table
is available for their party. The downfall is that they may not function if patrons walk off the
premises.

See more at: http://www.foodservicewarehouse.com/education/restaurant-management-

and-operations/seating-guests-and-taking-reservations-in-the-
restaurant/c28049.aspx#sthash.aPK1q8Dp.dpuf

Sample reservation and seating policies

Reservation and seating policies

The Atlas Room is a reservation driven restaurant. We do welcome walk in guests and will
accommodate them as much as possible.

Reservations are accepted by phone and a limited number through

OpenTable.com.

This policy is our only option given the size of the room. A manager is here to answer the
phone around 3pm Tuesday through Saturday. All other times, please leave a message and
we will return your call as soon as possible. Reservation request messages left on the
answering machine are honored in the order they are received. Please clearly state name,
and number of guests in party, date requested and especially your telephone phone
number. There may be times where an employee states that a manager must call back to
confirm. Please understand this is done only to ensure proper table spacing times for the
day requested.

Large Party Policy

Large party reservations (10 or more) are difficult to accommodate given the size of the
restaurant, however, we will take as many as possible. A large party reservation during
service hours will require a credit card to reserve, and must be confirmed the day of the
reservation. Our ability to increase the number of diners in a party is very limited. Please
assume that if your reservation is at 8pm or earlier, we have booked a table to follow on.

HM112 Module 15
Reservation Timing Policy

Parties that are late for their reservation time are given ten minutes before we call the
phone number that we have to ascertain arrival status. Given the limited seating of the
restaurant, fifteen minutes late with no contact will void your reservation. Please
understand, this is solely due to the size and seating capacity of the restaurant. If you are
late, we urge you to contact us so we can make our best effort to accommodate you and
your party. Again, due to our limited space and demand, a "No call" and or
"No show" will result in a $50 per person charge.

Other Policies

Separate checks can be accommodated, however we limit it to six(6). Our hand crafted
cocktails take at a minimum three minutes each to prepare. Patience is appreciated

We do allow guests to bring in their own wine with the exception of any wines we may have
on our list. There is a corkage fee of $25.00 per bottle. Unfinished wine may be taken with
you but the cork must be fully compressed, in a bag and the bottle taped to prevent
consuming prior to your destination

Guests with food allergies should inform your server at the beginning of your meal, prior to
ordering. Please discuss your food allergies with the server so the chef can adjust your meal

We do not offer bread service. Our concept is based on preparing everything in house, and
as our space is limited, at this time we do not prepare breads
If you wish to bring your own dessert, a charge of $5 per guest will be applied to the total
check

All parties of six or more will have a service charge of 20% added to the pre-tax total

Retrieved from http://www.theatlasroom.com/policies.html on May 5, 2015

Taking table reservations in restaurants

Answering the telephone:

Wish the caller as per the time of the day:

Good (morning / afternoon / evening). Mongoose Restaurant Orlando speaking. How may
I help you?
Acknowledging a reservation request
HM112 Module 16
• Certainly Mr. Tan, (use name if whenever known)
•
• Yes of course sir or madam, (use name if known)

Taking the table reservation details:

Standard questions

• May I have your name, please?

• When would you like to book your table?
• A table for how many guests?
• Where would you like to sit? (or recommend)
• Do you prefer a smoking area? (Only applicable if your restaurant has separate smoking
area / zone)

When you check the reservations book

1. Please excuse me, (name), while I check the reservations.

2. Please allow me to put your call on hold, While i check the availability.
3. Just one moment, please (name), while I see what we have available.

Returning to the caller

• I’m sorry to keep you waiting, (name).

• Sorry to keep you on hold, (guest Name)
• May I have your (mobile number), please?

Confirming the details

• May I please repeat the table reservation details, A table for (2) (this afternoon / on
Sunday, 31 October) at (2.00 p.m.) in the name of (Mr. Tan). And your (telephone
number) is (0917 676 56 12). Is that details correct?

Saying goodbye

• Thank you very much for calling, Mr. Tan. We look forward to seeing you then. Have a
great day ahead.

When a table is not available or where the guest wants one

• I’m afraid we don’t have a table at that time. Would (2.30) be suitable?
• I’m afraid we don’t have a table available there at that time. But there is a table available
(say where) then. Would that be suitable?

Offering an alternative
HM112 Module 17
• May I help you to reserve a table at another of our restaurants instead?
• Perhaps you’d like to have (lunch) in the (Wok Restaurant), where there will be a buffet
this afternoon.
Process for reconfirming a restaurant table reservation request:

Standard reconfirmation

• Good Morning, Mr. Tan. I am James from the Mongoose Restaurant speaking.
• I would like to reconfirm your reservation for a table for 2 this afternoon at 02:00 p.m.
• Thank you very much for making the reservation and we look forward to being of
service to you and your (guest) this afternoon.

Reconfirmation of a table reservation with a special request

Good afternoon, Mr. Tan. I am James from the Mongoose Restaurant speaking.
I would like to reconfirm your reservation of a table for 2 this evening at 7:00 pm.
A birthday cake with the wording "Happy Birthday to Betty" has been arranged for
tonight.
Should you have any other request, please let us know.
Thank you very much for making the reservation and we look forward to being of
service to you and your (guest) this evening.

http://setupmyhotel.com/train-my-hotel-staff/f-and-b/354-rest-resv-procedure.html

Tips in dealing with table reservation problems

When the table is not yet ready

I’m very sorry Mr. Tan, your table is not quite ready. It’ll be ready in about 10 to 15
minutes. Would you like to have a drink at our bar lounge while waiting?

When the guest's reserved table has been given away.

Apologize: I am very sorry, Mr. Tan. We have given away your table by mistake. I am very
sorry.
Request the guest to wait: May we host you a drink at the bar while we solve the problem?

If the guest agrees to wait at the bar: This way please Mr. Tan

When you arrive at the bar: I hope you will enjoy your drink. I will return when a table is
ready.

Try offering the guest to another table:

HM112 Module 18
I apologize for keeping you waiting.

I have arranged another table for you. I think you will like it.

Please come with me, and I’ll show you to your table.

When you arrive at the new table

Is this table fine, Mr. Tan ? Or: Is this table suitable for you?
If the guest doesn't like the alternate table:
• I can also offer you a table (over there / in that corner, etc).
• Would you prefer to sit there?
• I’m sorry, but there are no other tables available.

The guest's reserved table has been given away, and no other table is free.

Apologize: I am very sorry, Mr. Tan. We have given away your table by mistake. If a table
will be free soon I will inform you about it.

Request the guest to wait: Mr. Tan, table will be free in about 30 minutes. May I host you a
drink at the bar while you wait?

Escort the guest to the BAR:I hope you will enjoy your drink. I will return when your table
is ready.

When you return, take the guest to another table

When the table is ready: I apologize for keeping you waiting, I have arranged another table
for you. I think you will like it. Kindly come with me, and I’ll show you to your table.

If the guest will not wait until a table is ready: Would you like me to arrange a table for you
in the Bros. Restaurant instead? Check that there is an available table there, if yes then
escort the guest to the restaurant.

http://setupmyhotel.com/train-my-hotel-staff/f-and-b/355-table-resv-issues.html

HM112 Module 19
SELF CHECK

After reading the information sheet answer the questions below. Compare
your answer from the provided answers on the next page.

1. Enumerate the reasons why it is important to follow up the reservation.

2. How will you handle a reservation problem when guest arrived but the table
is not yet ready?

3. Enumerate who are included the VIP list of a restaurant?

HM112 Module 20
ANSWER TO SELF CHECK

1. It is important to follow up with reservations for a number of reasons including:

a. Proves to the customer we value their patronage Reminds the customer that they
in fact have a reservation Confirms that the reservation is still applicable

b. Ensure that people who have made a reservation, do in fact have a space for
them when they arrive

c. Ensures tables can be resold or released if the customer is not coming anymore

d. Information or arrangements regarding the booking can be confirmed

e. Payment methods can be collected if required Ensures that any changes can be
accommodated before the customer arrives

f. Where booking charges or penalties are charged for late cancellation are
applicable, these can be explained to the customer

g. Enables staff to explain parking arrangements to help facilitate their arrival

h. If customers wish to cancel their reservation, others on a waiting list can be

allocated a table, or other customers can be placed in more desired locations at the
establishment. For example a table with a view of the ocean or city lights.

2. Suggested answer “I’m very sorry Mr. Guest, your table is not quite ready. It’ll be ready
in about 10 to 15 minutes. Would you like to have a drink at our bar lounge while waiting?

3. VIPs can include:

Executives

Senior management

Regular in-house guests

Important potential or existing clients

HM112 Module 21
External customers

Large groups.

Activity One: Handling restaurant table reservation.

Instruction:

A. Form a pair and demonstrate how table reservation is being done.

B. Prepare your own dialogue following the tips provided in the previous pages of this
CBLM.
C. Present to your trainer for checking.
D. Rehearse the dialogue.
E. Act it out using complete tools and equipment needed in the reservation.

Note: Your trainer will assess your performance using the criteria below.

Performance Criteria Checklist: TAKING TABLE RESERVATION

REMARKS
ASSESSMENT CRITERIA
YES NO
Did the trainee?
1. Answers inquiries promptly, clearly and accurately.
2. Asks pertinent questions to complete the details of the reservations.
3. Records reservations data on forms accurately based on
establishment’s standards.
4. Repeats back and confirms details of the reservations with the party
making the reservation.
5. Provide additional information about the foodservice establishment
when necessary.

Feedback from the trainer:

HM112 Module 22
Date of assessment: ____________________ Trainer Signature: ____________________

Trainee Signature: _____________________

INFORMATION SHEET

Prepare service stations and equipment

FOOD AND BEVERAGE SERVICE ATTENDANT

Food and beverage service attendant refers to the worker

assigned in the service of food and beverages to guests, also
known as waiter/waitress.

The first and most important requirement for a food and

beverage service attendant is to have knowledge on the tools,
materials and equipment necessary for service.

The food and beverage service attendant must also be familiarized in the dinning area and
must be able to arrange the area as required by the customer.

HM112 Module 23
Activity Number Two
Given the following details below, assign customers with the proper table by writing the
assigned number to the table in the restaurant layout on the next page.
1. couple (non-smoking)
2. Family with six members (non smoking)
3. a group of four ladies (smoking)
4. a couple with disabled wife (no preference yet)
5. A couple with one two-year old kid.
6. Pres. Benigno Aquino III and his ten cabinet members
Things to consider:

Table that can accommodate 2 – 4 persons

Table that can accommodate 6 – 8 persons

HM112 Module 24
 LAY OUT OF A FINE DINING RESTAURANT
(Use this for the activity)

DINING AREA
NON-SMOKING

KITCHEN

MAIN
DINING

CASHIER BAR

Waiter
Station

CR

ENTRANCE
HM112 Module 25
 History: Origin of Table Setting

According to Washington State University, the Anglo-Saxons began the

practice of setting the table around the year 1000 A.D. At a formal dinner, guests
took their seats based on the placement of the salt cellar. To "sit above the salt"
meant a guest held a place of honor.

Features

The Anglo-Saxons began using clean cloths to cover the rough wooden
tables used at meals. They called this practice "laying the board." In addition to the
salt cellar, the table held cups, bread baskets and serving dishes or bowls, writes
Claudia Quigley Murphy in "The History of the Art of Table setting."

Utensils

Some dinners featured plates made of hard bread, called "trenchers." Forks
did not exist, and guests brought their own knives and spoons.

Time Frame

Wealthy nobility started adding silver dishes and utensils to their table
settings. In the 17th century, the fork--an Italian invention--came into widespread
use.

North America

Early European settlers in North America used knives, spoons and cloth
napkins. They made plates out of wood. By the time of the Revolutionary War,
china or pottery dishes were more common.

Table Setting Today

Today, a typical American table setting includes a dinner plate with a

napkin and fork on the left and a knife and spoon on the right. A drinking glass sits
at the top, right-hand side of the plate.

Retrieved from: http://www.ehow.com/facts_5768295_origin-table-

setting_.html on May 14, 2012

HM112 Module 26
TABLE SETTING

A fine dining restaurant and a family restaurant will have

different styles of menus, restaurant service and table set
up. The décor and layout of the restaurants will also differ.

THE COVER

Cover

The cover refers to the total space needed to set one complete setup for a guest.

HM112 Module 27
The space is about 24 inches depending on the type of service. For traditional ala carte that
would use a show/base plate, definitely the cover should be more than the size of the show
plate.

THE LINEN

1. If the silence pad is used, it should be placed evenly on the table so that the
edges do not hang down below the tablecloth.
2. The table cloth is laid over the silence pad or directly over the table.
3. Fold the table cloth into four folds and spread evenly on the table (your
trainer will demonstrate it to you).
4. The linen should be free from holes and stains.

THE SILVERWARES

1. Dinner Knife and dinner fork should be laid about 11- 12 inches apart so
that the dinner plate may be placed easily between them.

HM112 Module 28
1 inch from the edge
11 - 12 inches apart

2. The remaining silverwares should be placed to the right of the knife and to
the left of the fork in order of which to be used.

3. The handle should be perpendicular to the table and 1 inch from the edge
of the table.

4. Bread and butter knife is placed either over the bread and butter plate
either parallel or perpendicular to the edge if the table.

5. Oyster fork is placed to the extreme right of the cover.

6. Silverwares for dessert are placed just before the dessert course is served or
on the top of the cover.

HM112 Module 29
THE CHINAWARE

1. Bread and butter plate is placed at the left of the cover, directly above the tines of
the dinner fork or at the extreme left side of the cover if there is enough space.

Bread & butter plate

2. Sugar bowls and salt & pepper shakers are generally placed in the center of the
table. If the table is good for two persons, these are to be placed at the side near the
wall.

HM112 Module 30
Basic Table Setting

HM112 Module 31
Retrieved from: http-//www.emilypost.com/table-manners/370 on May 14,
2012

HM112 Module 32
Retrieved from: Washington State University website on May 14, 2012.

HM112 Module 33
ACTIVITY NUMBER TWO

Gather information about two restaurants from your locality.

Consider these two types of restaurants and describe the establishment using the following
headings as a guide:

Restaurant 1 Address: _________________________________________

Restaurant 2 Address: _________________________________________

Menu

A. Style of Menu/Cuisine

_____________________________________________________________________
_____________________________________________________________________
________________________________________________

B. Price range

_____________________________________________________________________
_____________________________________________________________________
________________________________________________

C. Terminology used

_____________________________________________________________________
_____________________________________________________________________
________________________________________________

HM112 Module 34
Dining Area

A. Description of establishment

_____________________________________________________________________
_____________________________________________________________________

B. Décor

_____________________________________________________________________
_____________________________________________________________________

C. Capacity

_____________________________________________________________________
_____________________________________________________________________

D. Restaurant layout

Restaurant 1 Layout Restaurant 2 Layout

E. Table set up used

HM112 Module 35
 Restaurant 2 set up

Restaurant 2 set up

INFORMATION SHEET: GUIDE IN FORMAL TABLE SETTING

The general principle in table set up is to use the outermost utensil or utensils, as
necessary, one set for each course.

For a formal place setting, you will set up silverware as the menu needs, arranged in
precisely the right order.

Consider the following points:

HM112 Module 36
Oysters, as appetizer
Use the small fork placed at the right of the soupspoon. This is the one exception to the
rule of placing forks to the left of the plate.

Soup
The soupspoon is commonly the only spoon provided for the initial place setting.

Salad
Note the thicker tine at the left of the fork, which strengthens the tool -- for right handed
people -- for use in cutting large salad greens without having to resort to the knife.

Fish
Both a fork and a knife are provided for fish. Sometimes the fish knife has a silver blade,
because fish, which is often served with lemon, reacts with the steel in old knife blades,
causing an unpleasant taste. The fish fork is usually shorter than the dinner fork.

Meat /Main dish

The inner fork and knife are provided for the main course.

Dessert
In this case, the dessert utensils will be brought in with the dessert. However, you may
encounter the dessert spoon -- and fork, if needed -- as part of the initial place setting. They
would be placed horizontally over the plate and parallel to each other, with the bowl of the
spoon pointing to the left and the tines of the fork pointing right. When coffee and tea are
served, a teaspoon will be provided; it is brought in on the saucer.

Other tips on how to set a formal table setup

HM112 Module 37
Things You'll Need:

• Silverware
• Set of Matching dishes
• Tablecloth
• Centerpiece
• Cloth napkins
• Napkin holder
• Stem glasses, complete set matching

1. Step 1

Formal setting, interesting utensils

Place a linen tablecloth on the table. Plates, centerpiece, glasses and stemware are
placed on the table in front of each chair.

2. Step 2

Place the silverware on either side of the plate in special order when you set a
formal table. Since appetizer is served first put appetizer cutlery, then soup usually
served next before salad. Salad fork is placed before the dinner fork, with the
dinner knife following next. Knives are placed on the left side of the plate. They are

HM112 Module 38
 lined up evenly and neatly. (Note: In European Countries, salad is served after the
main course)

3. Step 3

Make sure that the blades of the knives face inwards towards the plate when you set
a formal table. Stem glasses are just above the knives, and the glasses used depend
on color of the wine, red, white, or a desert wine. The water tumbler is placed near
the wine glasses.

Tips & Warnings

• Napkins can be placed in a napkin ring and placed across the plate.
• Create little figures with the napkins, or turn them into flowers.
• A large vase filled with colorful flowers and greenery should be placed in the center
of the table.
• The plate used to set a formal dinner table is for placing food courses on, and not
for food itself.
• A really formal dinner would be when serving from the kitchen, with a chef and
servers bring the food to the table. A less formal would be served by the host and or
hostess, excusing herself, when getting up to bring the plates to the table.

OTHER SAMPLES OF THE TABLE SET UP

HM112 Module 39
Note: Table set up will vary may be because of the following points:

1. Types of service
a. Russian
b. French
c. American
d. British
e. Buffet
2. Types of menu
a. table d’hote - Table d'hôte is a French loan phrase which literally
means "host's table". It is used as restaurant terminology to indicate a
menu where multi-course meals with only a few choices are charged
at a fixed price. Such a menu may also be called prix fixe ("fixed
price"). The terms 'set meal' and 'set menu' are reasonably common
as well. Because the menu is set, the cutlery on the table may also
already be set for all of the courses.
b. a la carte

À la carte (pronounced /a la kart/) is a French language loan phrase

meaning "according to the menu", and it is used as restaurant
terminology in one of two ways:

It may refer to a menu of items priced and ordered separately,

rather than selected from a list of preset multi-course meals at fixed

HM112 Module 40
 prices, in contrast to a table d'hôte, at which a menu with limited or
no choice is served at a fixed price.

c. buffet
d. function menu (for banquet)
e. breakfast (continental menu / American, etc.)
3. Number of courses to be served
a. appetizer
b. soup
c. salad
d. main course
e. dessert
f. coffee / tea
4. House rules (set by the establishment) - Standard Operating Procedures
(SOPs) used by the establishment. Usually use to align with the custom of
the customers being catered.

This picture shows how waiter sets water goblet on the table. It is ideal to use tray in setting
up glasses on the table.

HM112 Module 41
The waiter shows the proper way of carrying plate with utensils in setting up the table. It is
ideal to use tray in setting up cutleries on the table.

ACTIVITY

INSTRUCTION:
Listed below is the food ordered by guest. Arrange the necessary mise-en-place first (for
checking) then your trainer will instruct you to set up the table.

Appetizer : Oyster in Asian Style

Soup : Cream of Asparagus
Salad : Tossed Green Salad with Thousand Island
Dressing

Main course : Pork Belly in Apple Sauce

Dessert : Hummingbird Cake

Beverages : Coffee
Wine
Water

HM112 Module 42
CHECKLIST: Are table appointments properly set?

TABLE APPOINTMENTS YES NO

Dinner Napkin
Dinner Fork
Dinner Knife
Salad Knife
Salad Fork
Oyster Fork
Coffee cup and saucer
Teaspoon
Water Goblet
Wine Glass
Dessert Fork
Soup Spoon
Dessert Spoon
Place Plate / Show Plate

Signature of the Trainee: _______________________ Date: ___________

Trainer: ______________________________________ Date:

___________

HM112 Module 43
How to Set a Table

Instructions

1. Step 1

It is very important that you choose a right colored table cloth for the table.
Remember that the size of the vase and number of flowers in the vase must not be
an obstacle between you and the person sitting on the other side of the table.

2. Step 2

HM112 Module 44
 As shown in the picture, different types of forks should be on the left of you plate
and knife and spoons should be on the right side of your plate.

Fork sequence from left to right should be as follows.

1) Salad fork
2) Dinner fork
3) Dessert fork

Knife and spoons sequence from left to right should be as follows.

1) Knife
2) Small spoon
3) Soup spoon

3. Step 3

You can keep the napkin folded in nice way in the dinner plate or in the water
glass. On the top right, as shown in the picture, you can keep water glass and wine
glass.

How to Set the Table For Basic, Informal , and Formal Dinners.

Things You'll Need:

• Plates.
• Glassware.
• Silverware.
• Napkins.
HM112 Module 45
 Maybe a candle or two.

1. Step 1

Basic setting.

BASIC SETTING : This is appropriate for most occasions, and you just add to the
basic pieces as needed.

1) Place the dinner plate in the center of the place setting and place everything else
is around it.
2) The flatware is arranged around the plate in the order in which it will be used.
To the left of the plate is the fork. To the right of the plate is knife and spoon. The
knife is placed to the right of the plate with the sharp edge toward the plate. To the
right of the knife is the spoon.
3) A glass of water goes above the knife.
4) Napkins can be placed under the forks or on the plate for an informal setting.

2. Step 2

HM112 Module 46
 Informal setting.

INFORMAL DINNER : Simply start with a basic setting and add to it.
1) If you are serving a salad, the salad fork is placed to the left of the dinner fork.
2) If you are serving soup, set the bowl on the plate and a spoon to the right of the
beverage spoon.
3) Salad or bread and butter plates go to the left of the forks. Position butter plates
above with the butter knife placed across the plate.
4) Cup and saucer go above the spoons with the handle toward the right. Wine or
water glasses can be positioned to the left of the coffee cup.

3) Step 3

Formal setting.

FORMAL DINNER : Begin with the setting for an informal dinner and add to it.
1) If serving white wine, use a glass for white wine, if serving red wine, use a glass for
red wine. Place the wine glass as well as a water glass to the left of the coffee cup.
2) The beverage, soup and/or dessert spoons are to the right of the knife or can be
brought to the table when soup or dessert is served.
3) To dress it up even more, place a charger under the dinner plate.

3. Step 4

HM112 Module 47
 Table is set.

NAPKIN FOLDING

The final presentation on the table setting is the napkin fold. Restaurants will either use
paper or linen napkins, linen being mostly used in
more up market restaurants due to laundry costs.
Paper napkins are available in a number of sizes and
colors and the degree of thickness is indicated by the
numbers of "Ply" (one, two and three ply serviettes
are the most common).

Napkins should be folded with clean hands, and

away from the set table to avoid disturbing the set cutlery.

When selecting a napkin fold, the following considerations known as the acronym
‘HATS’, apply

Hygiene Handling
There is a trend towards simple folds to lessen handling of the napkin by the waiter, to
improve hygiene.

Appearance
Select a fold to suit décor and table setting. Some folds are suitable for placing in wine
glasses or bread baskets, but most are designed to sit in the centre of the cover, on a show
plate or on the side place.

HM112 Module 48
 Time
Simplicity in style reduces staff costs.

Storage
Some folds have the advantage that they can be folded in quiet times and stored.

Your trainer will demonstrate at least ten basic napkin folds. Watch and apply as your
trainer instructs you to do it. In the succeeding pages, there are some samples. You may
present your own creation of napkin fold.

HM112 Module 49
HM112 Module 50
HM112 Module 51
HM112 Module 52
HM112 Module 53
ACTIVITY NUMBER FOUR

Write the name of napkin fold & demonstrate how to fold it to your trainer. The trainer
will check whether you performed it correctly or not.

NAME YES NO
1

4
5
6

10

Competent: _________________ Not Competent: _________________

Date: ______________________ Signature of trainee: _______________

HM112 Module 54
TYPES OF SERVICE

1. RUSSIAN SERVICE

CHARACTERISTICS

1. In RUSSIAN SERVICE the meat is precut in the kitchen and then rearranged on
the platter. It is also known as platter service.

Examples:

A. Experienced chefs precut racks of venison, but put the meat back onto the
bones so it looks like a whole rack.

B. A whole piglet is carved in the kitchen but put back together so it could be shown as a
whole in one piece.

C. The chefs portioned a goose in the kitchen but carefully served on a platter looking
like a whole one.

D. The same is done with a whole fillet of beef or a whole fish. If it is filleted and put
back onto the platter so it looks like a whole, all done in the kitchen prior to serving.

2. The cooks always do a nicer job to carve and garnish platters, than most waiters,
the waiters has to know the procedures also. For banquets this was the preferred way and
it allows a speedy service without rechauds straight from the platter onto the patron's
plates.

2. FRENCH SERVICE

FRENCH SERVICE calls for a much table-side-work.

HM112 Module 55
Characteristics

1. The food cooked to perfection and garnished with much care is

brought on show platters to the guest.
2. Most of the carving and portioning were done in front of the guest.
Such still includes the skillful cutting of a whole fillet a la Wellington
in front of the guest. The carving of an entrecote double at a table is
also typical for FRENCH SERVICE, so are the cooking and flaming
of a steak Diane at the patron's table.

How to Set Up a Table French Style

Things You'll Need:

• Dinner plate
• Salad plate
• Dinner knife
• Salad knife
• Dinner spoon
• Soup spoon
• Dinner fork
• Salad fork

HM112 Module 56
 • Cloth napkin
• Butter knife
• Bread plate
• Dessert spoon
• Dessert fork
• Water goblet
• Red wine glass
• White wine glass

Set Up a Table French Style

1. Step 1

Place the dinner plate directly in front of where your guest will be sitting. Place your
salad plate on top of the dinner plate.

2. Step 2

Place the dinner fork directly to the left of your dinner plate. Place the salad fork to
the left of the dinner fork.

3. Step 3

Place your napkin directly to the left of your salad fork. Try to make the napkin
look as sophisticated as possible. Try a special fold, or perhaps a napkin ring.

4. Step 4

Place your bread plate on the upper left hand side of your dinner plate. It should
be above the dinner and salad forks. Place the butter knife onto the bread plate.

5. Step 5

HM112 Module 57
 To the right of the bread plate, directly above the dinner plate, place your dessert
spoon and fork. The dessert fork should be directly above the dinner plate, with
the prongs facing towards the right. The dessert spoon should be directly above the
dessert fork, facing the opposite direction of the fork.

6. Step 6

Place your dinner knife directly to the right of your dinner plate. Place the salad
knife to the right of the dinner knife.

7. Step 7

Place the dinner spoon (if needed) directly to the right of the salad knife. Place the
soup spoon to the right of the dinner spoon. This completes your utensil setup.

8. Step 8

Place your water goblet above the dinner knife. Place the red wine glass above the
dinner spoon. The red wine glass should be closer to where your guest will sit than
the water goblet. Now place the white wine glass to the upper right of the red wine
glass. The white wine glass should be further from where your guest will sit than the
red wine glass, but closer than the water goblet.

3. BRITISH SERVICE

BRITISH SERVICE - big platters and tureens were placed onto the table in front of the
guest. After initially being assisted by the waiters, these guests helped themselves. Another
most likely British invention is still known as BUTLER style, that's when canapés and other
hors d'oeuvres are placed in the hands of servers who offer these to the guests as they pass
by.

4. BUFFET SERVICE

DO YOU KNOW THAT?

HM112 Module 58
 Before portion-controlled food became worldwide the norm, all food is loaded in
the kitchen by the cooks in a large show platters. In Germany these heavy silver-plated
platters are appropriately called Hotel-Silber (silver for hotel use).

The chefs create all displays on Hotel-Silber show platters, artistically garnishing the
same. These platters, hot for hot food and cold for cold food, are carried to the dining
rooms by the kitchen waiters often called back-waiters.

THINGS TO REMEMBER IN BUFFET SERVICE

1. Serve at different heights - Use stacked plates or servers to give some

height to platters, with higher things at the back of the table and lower ones at the
front. This adds visual interest and helps with traffic flow.

2. Go in order - Never put silverware, if you're using it, at the beginning of

the line or buffet. It's one more thing for people to hold as they navigate
through the food selection. Always put it at the end, on a separate table if
possible. Sometimes utensils are already set on the dining table.

3. Multiples of everything - Fan out several piles of cocktail napkins or small

plates; you want more than one pile so guests don't have to wait behind someone else
to just reach in and snag a plate or napkin.

4. Keep platters/chaffing dishes filled - Nothing's worse than a picked

over tray, half-empty. Use smaller platters or serving trays, and have several of
them ready in the kitchen..

5. Waste disposal - Put at least one trash can under your serving table, or to
the right side. Try to think like a guest and predict when and where they will end up with
an empty plate or glass, and put a trash can or bin for glasses there.

6. Choose color carefully - If you're serving saucy things, avoid white

tablecloths. But dark tablecloths show crumbs and smeared icing even more,

HM112 Module 59
so judge according to what you're serving. (Your trainer will teach you how to decorate
the table, cover it with a cloth (table skirting).

Note: The buffet set up is arranged from lightest to the heaviest. Example, cereals (rice or
pasta), vegetable, seafood, chicken (poultry), beef then pork.

Should be arranged in the following order:

1. Soup with bread

2. Salad
3. Main course
4. Dessert
5. Beverages

How to Set Up a Buffet Table

There is a rhyme and a reason for correctly setting up a buffet table. If the buffet table is set
improperly, you run the risk of long lines of hungry party goers waiting for their meal and
thereby interrupting the flow of the entire event. Whether your event is entertaining guests
of 10 or 200 or more, the domino effect of a poorly set up buffet table leads most certainly
to frustration for all revelers and party planners involved. Use the following tips to set up a
buffet table correctly and secure your place in the “Hostest-with-the-Mostest” hall of fame.

Things You'll Need:

• Guest list
• Menu plan
HM112 Module 60
 • Linens
• Flatware
• Silverware
• Chafing dishes
• Serving utensils
• Sterno lamps and lighter

1. Step 1

Once the number of guests has been confirmed, the buffet table set-up is
determined by the number of total food items served. A simple buffet menu plan
includes five items (bread, salad, starch, vegetable, and protein) and utilizes 8 foot
tables placed end-to-end to maximize traffic flow. One 8 foot table services 20 to 30
people. Space permitting, always allow serving lines to form down both sides of the
buffet table.

2. Step 2

Set your 8 foot buffet tables end-to-end and drape them so they nearly touch the
floor with the appropriate sized table cloth. For an 8 foot table use a 60”x120”.

3. Step 3

Stacked Plates on Buffet Table

Locate plates at one end of the buffet table, one stack for each side of the serving
line. Remember to consider how you would like the traffic to flow around the
buffet table.

4. Step 4

HM112 Module 61
 Basket 'o Bread

Next, place the bread with butter service on each side of the buffet table to
accommodate both lines.

5. Step 5

Buffet Chafer with Sterno lamps

Following the bread in this order place the pre-dressed salad, then the starch, the
vegetables and the protein. If serving a vegetarian main item position it after the
protein dish. Use chafing dishes with Sterno lamps to keep the main entree items
heated.

6. Step 6

A Saucer for Each Serving Spoon

To keep the buffet table setup looking neat, set out small saucers on both sides of
the table in front of each serving dish. This is where the serving spoons are placed
so the table cloth stays clean.

7. Step 7

HM112 Module 62
 Table Setting

It’s always a good idea to preset the dining tables with silverware and napkins to
avoid a traffic jam at the buffet table. However, if that is not an option, display the
silverware at the very end of the buffet table setup so both lines can easily access
their cutlery before heading to the dining area.

Tips & Warnings

• Set a separate table for dessert and coffee

5. AMERICAN SERVICE

Most of the fine dining restaurants use the American service. American service is
commonly used because of its simplicity yet elegant service. The food is prepared in the
kitchen and arrange on the plate which is to be served directly to the guest, It is also called
a plate service.

ACTIVITY

Prepare specific setup assigned by your trainer. Your trainer may assign any type of table
set up from the previous topic. This includes table skirting and buffet setup.

ACTIVITY

Table Skirting: Your trainer will demonstrate how to do the table skirting.

HM112 Module 63
UNIT OF COMPETENCY: WELCOME GUESTS AND TAKE FOOD
AND BEVERAGE ORDERS

MODULE TITLE: WELCOMING GUESTS AND TAKING FOOD AND

BEVERAGE ORDERS

INTRODUCTION : This unit deals with the knowledge and skills required in
providing pre-meal services to the dining guests as soon as they arrive in the foodservice
facility. It covers the dining room or restaurant service procedures before the food and
beverage orders are served. This unit involves the initial steps in the sequence of service
that includes the welcoming of guests, seating the guests, taking food and beverage orders
and liaising between the kitchen and the service area.

SUMMARY OF LEARNING OUTCOMES

At the end of this competency-based learning material, the learners are expected to meet
the following learning outcomes:
1 Welcome and greet guests
2 Seat the guest
3 Take food and beverage orders
4 Liaise between kitchen and service areas

Assessment Criteria
1.1 Guests are acknowledged as soon as they arrive.
1.2 Guests are greeted with an appropriate welcome.
1.3 Details of reservations are checked based on established standard policy.
1.4 Guests are escorted and seated according to table allocations
1.5 Tables are utilized according to the number of party.
1.6 Guests are seated evenly among stations to control the traffic flow of guests in the
dining room.
1.7 Cloth napkins are opened for the guests when applicable.
1.8 Water is served when applicable, according to the standards of the foodservice
facility.
1.9 Guests are presented with the menu according to established standard practice.
1.10 Orders are taken completely in accordance with the establishment’s standard
procedures.
1.11 Special requests and requirements are noted accurately.
1.12 Orders are repeated back to the guests to confirm items.
1.13 Tableware and cutlery appropriate for the menu choices are provided and adjusted in
accordance with establishment procedures.
1.14 Orders are placed and sent to the kitchen promptly.
1.15 Quality of food is checked in accordance with establishment standards
1.16 Tableware is checked for chips, marks, cleanliness, spills, and drips
HM112 Module 64
1.17 Plates and/or trays are carried out safely.
1.18 Colleagues are advised promptly regarding readiness of items for service
1.19 Information about special requests, dietary or cultural requirements is relayed
accurately to kitchen where appropriate.
1.20 Work technology are observed according to establishment standard policy and
procedures

LEARNING EXPERIENCES

Activity Special Instruction

LEARNING ACTIVITY
ROLE PLAY WELCOMING
THE GUEST. Following the steps Pair of trainees will do it.
prescribed in this module.

LEARNING ACTIVITY Refer to the module for reference

ORDER TAKING: on how to use the docket writing.
Use the Docket Writing
LEARNING ACTIVITY
Role play the following:
a. Serving the guest
b. Clearing the table
c. Bill presentation Refer to your module to perform
d. Resetting the table these tasks properly

HM112 Module 65
INFORMATION SHEET

It is said that customer is the life-blood of the business, without the customer,
there will be no business at all. Customers upon entrance to the establishment must be
greeted properly to create the first positive impression.

We should acknowledge the arrival of the customers following the 5-foot/10-foot rules.

5-Foot Rule

If the customer is 5 feet away from you, greet him verbally with warm and
pleasing welcome.

10-Foot Rule

When arriving guest is 10 feet away or more from you, acknowledge them by
warm gestures like waving of hands and sincere smile.

STEPS IN WELCOMING THE GUESTS

1. Greet them using the 5-foot / 10-foot rule.

2. Lead them to the preferred or reserved table.

HM112 Module 66
 3. Assist them in sitting.

4. Unfold the napkin

5. Pour ice cold water

6. Introduce yourself and present the

menu. The menu should be presented facing the guest and it must be opened.

HM112 Module 67
ACTIVITY

Demonstrate “welcoming the guests” using the criteria below. Choose your partner and let
your trainer assess your performance.

Name of Trainee : ____________________________________

The demonstration must show that the trainee…. YES NO

1. Greets the customer using the 5-foot/10-foot rule.

2. Asks the status of reservation or table preference if any.

3. Assists the guest in seating. Pull the chair gently and push
back slowly.
4. Unfolds the napkin placed on the guest’s lap properly without
touching the guest.
5. Pours water properly in the water goblet, without spills.

6. Presents the menu correctly.

_____ COMPETENT ______NOT COMPETENT

___________________ ___________________

Signature of Candidate Signature of Trainer

Date assessed: ____________________________________

HM112 Module 68
OPERATION SHEET

OPERATION Taking Order

TITLE:
PURPOSE: Taking orders following the prescribed procedure to ensure
prompt and effective food and beverage service.

CONDITIONS OR The simulation area or work place should be ready and

SITUATIONS conducive for the activity.
FOR THE
OPERATION:

EQUIPMENT, Chairs, table, menu book, order pad (palm tap), ball pen
TOOLS AND
MATERIALS:

PROCEDURE:
1. Approach the guest and introduce your self as food &
beverage service attendant.
2. Present the menu
3. Take beverage orders first, if there is a host, take
orders from the host.
4. If couple, take orders from the lady first unless she
tells you to take orders from the gentleman.
5. Recommend specialty of the house or chef’s

HM112 Module 69
 recommendation.
6. Suggest wine to complement the food order.
7. Explain the method of preparation and ingredients if
necessary, thus product knowledge is very important.
8. If the order is not heard properly, slightly bend your
body towards the guest and clarify.
9. Don’t forget to repeat orders before leaving the table.
10. Inform the guest how long it will take before you can
serve the order.
11. After taking the order, set the table or rectify the table
setup based on the food ordered.

PRECAUTIONS: Item 86 should be determined.

QUALITY 1. Available pre-meal services are offered if appropriate
CRITERIA: 2. Menus and drink lists are presented to customers
3. Information for customers are provided in clear
explanations and descriptions
4. Orders are taken and recorded accurately with
minimal disruption to customers
5. Recommendations and suggestions are made to assist
customers with drink and meal selections
6. Customer questions on menu items are answered
correctly and courteously in accordance with enterprise
policy
7. Information about any special requests, dietary or
cultural requirements are relayed accurately to kitchen
where appropriate
8. Ordering systems are operated correctly in accordance
with establishment procedures

HM112 Module 70
INFORMATION SHEET

How to approach the table?

The food service attendant should approach a table within the first minute. This is the first
impression you will make on your guests. Make sure that you are professional and neat.
Smile, make eye contact and greet the customers, giving your name to customers as stated
in the previous guidelines.

REMEMBER…

Any special services, which the restaurant provides, that

may be useful to the customer should be explained to him
or her as the occasion arises. A few examples include:

1. A customer may want rapid service just before leaving on

an early morning flight. When the restaurant has counter as
well as table service, the customer should be told that he or she can be served more quickly
if he or she is seated at the counter.

2. A mother may ask for an extra plate so that she may share her lunch with her
child. When children’s service is available with a special food selection, smaller
portions and lower prices, this service should be explained to her.

3. If a customer praises the hot homemade rolls and the restaurant makes these available
for takeout orders, offer this service to the customer.

HM112 Module 71
 4. When a customer comments on the attractiveness of the courtyard, he or she
may be told that dinners are served there under the trees during the summer
months.

How to take a drink order

When the waiter approaches the table for the first time, he or she should ask if
anyone would like a drink. The server may want to make a suggestion or simply provide
the customers with some information on what types of soft drinks or beers the restaurant
carries. Be sure servers know their drink names for this exchange; the guest that orders a
vodka martini up with a twist will be mad if he or she receives a gin martini on the rocks!
This is also a good time to tell the table about any specials.

Serving the drinks

Drinks should be served quickly. Make sure your servers put cocktail napkins
under drink glasses. At this point, the server can ask if they are ready to order. If the table
isn’t ready, the server should check back with them within a reasonable amount of time.
Tell your servers to look for clues that the table is ready. The most obvious clue is that
everyone has closed the menus.

Explaining the menu

The server should be thoroughly familiar with the menu contents, its
arrangement and its prices. To illustrate:

1. Frequently, a new customer is confused as to where to find certain items on the

unfamiliar menu. The server should be quick to sense this uncertainty and to offer
requested assistance in finding the desired articles.

HM112 Module 72
2. Sometimes the customer fails to notice “specials” or some other featured group of foods
on the menu. The server may tactfully indicate these to him.

3. A foreign name or an unfamiliar term on the menu may be perplexing to the reader. In
response to her inquiry, a simple explanation of the meaning of the term or a description
of the contents of the dish will be appreciated. The server should give such explanations
graciously with an attitude of helpfulness, and never patronizingly or curtly.

4. A customer with poor eyesight may have difficulty in reading the menu. The server
could read the items to him and write his order.

Taking the food order

Normal etiquette dictates that you start with the women at the table. If there are
children, it is also appropriate to start with them. Again, take clues from the table. If one
woman is obviously undecided, you may make her uncomfortable by insisting she place
her order first. Let the others order, then come back to her. Make sure your servers have a
thorough knowledge of the menu and can answer any questions about menu item
preparation. They may also make recommendations at this point, if the customer asks or
seems unsure.

Docket Writing

There are many new restaurants utilizing computerized order systems as a means to
simplify both the processing of meals as well as stock control. Whichever system your
establishment uses you will have to be able to understand and follow how a docket is
written.

HM112 Module 73
Numbering system

At the beginning of service you must know how the tables are numbered and the position
numbers of each guest.

Points to consider:

• Guest number one is usually seated closest to the front or kitchen door
• Number all other guests clockwise around the table
• Round tables; the seam of the tablecloth is placed towards the number one
position.

HM112 Module 74
Activity

You are a food service attendant designated to Table 10. At 7.30pm you take a dinner
order from 4 guests at table 10. The order is as follows:

1. Antipasto, Lobster Bisque, Grilled Tuna Steak

2. Antipasto, Fillet Mignon Béarnaise (med).
3. Carpaccio of Ocean Trout, French Onion Soup, Fillet Mignon Béarnaise (rare - no
veg. + side salad/vinaigrette)
4. Lobster Bisque, Rack of Lamb

Practice your docket writing skills: Write the dinner order in the correct format on the
docket.

HM112 Module 75
HM112 Module 76
UNIT OF COMPETENCY: PROMOTE FOOD AND BEVERAGE
PRODUCTS

MODULE TITLE: PROMOTING FOOD AND BEVERAGE PRODUCTS

INTRODUCTION : This unit deals with the knowledge and skills required in
providing advice to customers on food and beverage
products in foodservice enterprises.

SUMMARY OF LEARNING OUTCOMES:

1 Know the product
2 Undertake Suggestive selling
3 Carry out Upselling strategies

ASSESSMENT CRITERIA:
1.1 Names and pronunciations of dishes in the menu are mastered.
1.2 Ingredients of dishes are memorized.
1.3 Sauces and accompaniments are known by heart.
1.4 Descriptions and of every item in the menu are studied.
1.5 Common food allergens are mastered to prevent serious health consequences.
2.1 Information about the food items are provided in clear explanations and
descriptions.
2.2 Items on specials or promos are offered to assist guests with food and beverage
selections.
2.3 Name of specific menu items are suggested to guests rather than just mentioning the
general categories in the menu to help them make the choice and know what
they want.
2.4 Standard food and beverage pairings are recommended.
2.5 Several choices are given to provide more options to guests
2.6 Descriptive words are used while explaining the dishes to make it more tempting
and appetizing.
2.7 Suggestive selling is carried out discreetly so as not to be too pushy or too aggressive.
3.1 Slow moving but highly profitable items are suggested to increase guest check.
3.2 Second servings of items ordered are offered.
3.3 Food portion or size is mentioned for possible adjustments with the orders.
3.4 New items are recommended to regular guests to encourage them to try other items in
the menu.

HM112 Module 77
 LEARNING ACTIVITIES SPECIAL INSTRUCTION
Activity
Written Assessment Read information sheet

Activity
Research activity and group presentation Refer to the instruction

Activity The trainer will ask ten French

Oral Questioning terminologies that must be translated to
French Terminology English term by the trainee. The trainee has
to answer at least eight to be considered
competent.

Activity The trainer will ask ten Cooking/menu

Oral Questioning terminologies that must be translated to
Cooking/Menu Terminology English term by the trainee. The trainee has
to answer at least eight to be considered
competent.
Activity The trainer will ask ten questions from the
Oral Questioning topic, Salads/Hor’s d’oeuvres /canapés that
Salads/Hor’s d’oeuvres/canapés must be answered by the trainee. The
trainee has to answer at least eight to be
considered competent.
Activity
Explain common food allergies Refer to the information sheet
Activity
Apply Upselling techniques Refer to the information sheet

HM112 Module 78
INFORMATION SHEET

Food and beverage service attendants must be knowledgeable.

They must be familiarized with the different terminologies being
used in the operations particularly the foods and drinks that they
are serving. The succeeding pages will give you a background on food and beverages.

USEFUL TERMS AND DEFINITIONS with guide pronunciation.

FRENCH MENU TERMINOLOGY

agneau (ahn-yo) – lamb

aigre (aygr) – sour
ail ( eye) – garlic
allumette ( a-loo-met) – match-stick potatoes
amandine (ah-mawn-deen) – with Almonds
anchois (awn-schwah) – anchovy
anguille (awn-ghee) – eel
artichaut (ahr-tee-show) – artichoke Morel  –  a  type  of  mushroom  

asperges (ah-spayrgre) – asparagus

aubergine (oh-bare-zheen) – eggplant
béchamel (bay-shaw-mel) – cream sauce
beignet (bay-ngey) – fritter
beurre (burr) – butter
bisque (beesk) – thick, rich soup
blanc (blawgn) – white
boeuf (buff) – beef
boisson (bawh-sawn) – drink, beverage
bouillabaisse (bwee-yah-baze) – fish stew
bouillon (bwee-yawn) – broth
HM112 Module 79
bouquetiere (boo-ket-yer) – with mixed vegetables
café (kah-fay) – coffee
canard (kah-nahr) – duck
champignon (shawn-peen-yawn) – mushroom
chateaubriand (sha-to-bree-yawn) – thick fillet mignon
chaud (show) – warm, hot
chou-fleur (shoo-flure) cauliflower
compote (kawn-pawt) – stewed fruit
consommé (kawn-saw-may) – clear soup
crème (krem) – cream
crepe (krepp) – pancake
crevette (kruh-vet) – shrimp
croquette (kro-ket) – patty of meat
dejeuner (day-zhoo-nay) – breakfast, lunch
eau (oh) – water
entrecote (awn-truh-kawt) – sirloin steak
entremets (awn-truh-meh) – sweet, dessert
epinard (ay-pee-nahr) – spinach
escargot (es-kahr-go) – snail
farce (fars) – ground meat
flambe (flawn-bay) – flamed
foie (fwah) – liver
forestiere (faw-rest-teeyer) – with mushroom
au four (foor) – oven baked
fricassee (free-kah-say) – chicken or veal stew
frites (frite) – fried potato, chips
froid (frwah) – cold
fromage (froh-mahge) – cheese
fume (foo-may) – smoked
gateau – (gah-toe) – cake
gelee (zhuh-lay) – jelly
HM112 Module 80
gigot (zhee-go) – leg
glace (glah-say) – ice, ice cream
gratin (grah-tan) – brown, baked with cheese
grille (gree-yay) – broiled
hollandaise (aw-lawn-dez) – sauce made with egg yolk, melted with butter & lemon
homard (oh-mar) – lobster
hors d oeuvres (or-durves) – pre-dinner tidbits
huitre (wheatr) – oyster
jambon (zhanhn-bawn) – ham
julienne (zhool-yen) thin strips
jus (zhoo) – juice, gravy
lait (lay) – milk
lapin (lah-pan) – rabbit
marmite (mahr-meet) – pot stew
meringue (meh-rang) – beaten eggwhite
meuniere (moon-yer)- pan-friend and served with butter
mignon (mee-yawn) – dainty, sweet, nice
mornay (mor-nay) – cheese sauce
mousse (moose) – whipped foam
mouton (moo-tawn)- mutton
nantua (nahn-too-ah) – lobster sauce
noir (nwah) – black
noisette (swah-zet) - hazelnut)
nouille (noo-ee) – noodle
oeuf (uf) – egg
oeuf poche (oh-paw-shay) – poached egg
pain (pan) – bread
pate (pa-tay) – meat pie
patisserrie (pah-tee-soh-ree) – pastry
peche (pesh) – peach
petite (puh- tee) – small
HM112 Module 81
poire (pwarh) – pear
pois (pwah) – peas
poisson ( pwah-sawn) – fish
poitrine (pwah – treen) – breast
pomme (pawn) – apple
pomme de terre (pawn-duh-ter) – potato
porc (por) – pork
potage (poh-tahge) – soup
poulet (poo-lay) – chicken
puree (poo-ray) – sieved
quenelle (kuh-nel) – dumpling
ragout (rah-goe) – stew
ris (ree) – sweet bread
riz (ree) - rice
roti (ro-tee) – roasted
roulade (roo-lahd) – rolled meat
saumon (saw-mone) – salmon
sauté (saw-tay) – pan-fried with butter
sel (sell) – salt
tasse (tahoe) – cup
tete (tet) – head
tournedos (toor-nuh-do) – two small tenderloin steaks
tranche (trawnsh) – slice
veau (vo) – veal
venaison (ve-nay-zong) – venison
vichyssoise (vee-shee-swahz) – hot or cold potato and leek soup
viennoise (vee-yen-wahz) – viena style, breaded
vinaigrette (vee-nay-gret) – dressing with oil, vinegar and herbs
volaille (volie) – poultry

HM112 Module 82
Self Check

Match Column A with B

A B

1. agneau A. white
2. fromage B. black
3. huitre C. juice
4. jus D. oyster
5. noir E. onion
F. lamb
G. cheese

HM112 Module 83
Answer key

1. F
2. G
3. D
4. C
5. B

HM112 Module 84
Name: __________________________________ Section: ________
Date: _______________ Rating: ____________

Written Assessment
Answer Sheet
1. __________________________________________________
2. __________________________________________________
3. __________________________________________________
4. __________________________________________________
5. __________________________________________________
6. __________________________________________________
7. __________________________________________________
8. __________________________________________________
9. __________________________________________________
10. __________________________________________________
11. __________________________________________________
12. __________________________________________________
13. __________________________________________________
14. __________________________________________________
15. __________________________________________________
16. __________________________________________________
17. __________________________________________________
18. __________________________________________________
19. __________________________________________________
20. __________________________________________________
21. __________________________________________________
22. __________________________________________________
23. __________________________________________________
24. __________________________________________________
25. __________________________________________________

HM112 Module 85
INFORMATION SHEET

BASIC COOKING AND MENU TERMINOLOGY

Adzuki Bean: Small red bean grown in China and Japan, served fresh or dried and
ground into flour.
Agar: Gelatinous substance made from seaweed.
Agnolini: Stuffed pasta similar to tortellini.
Agnollotti: A round pasta similar to ravioli.
Aioli: Sauce of southern France made with garlic, olive oil, egg yolks, and other
seasonings.
Al-Formo: Italian term for food baked in an oven.
Alambre: Spanish or Mexican shish kebab.
Allspice: Tastes like a blend of cinnamon, cloves, and nutmeg this spice comes from a
berry from the pimento tree .
Amandine: Served with, or topped with, sliced almonds.
Amaranth: Cereal grain.
American cheese: Refers to a blending of two or more types of cheese, with an emulsifier
added and the mixture heated. This type of cheese will keep better than the parent
cheeses.
Ancho: Deep red chili peppers, mild in flavor.
Anchovy: A small silvery fish in the herring family.
Andouille: Highly seasoned, hard smoked Cajun sausage.
Angle Food Cake: Sponge cake made with beaten egg whites (No yolks) light and airy
texture.
Anise: Spice related to parsley, native to several Mediterranean countries, with a
pronounced licorice flavor.
Anolini: semicircular, stuffed pasta.
Arbol Chili: Brick red, dried chili pepper.
Arrowroot: A starch.
Aspic: Jellied broth, combined with meats, fish, or vegetables, and poured into a shaped
HM112 Module 86
pan.
Au-Gratin: Dish that is covered in cheese, bread crumbs, and butter, then browned.
Au-Jus Served: with the natural juices from roasting.
Bake: To cook a food in an oven.
Baked/roasted—Cooked in the oven, uncovered.
Baklava: Greek pastry made with thin leaves of dough , honey, sugar, and chopped
walnuts.
Balachan: Malaysian condiment made of spices, small fish, and shrimp, allowed to
ferment in the hot sun, then dried.
Balsamic Vinegar: Rich, reddish brown semisweet vinegar made from white grapes.
Bard: To wrap meat or poultry in thin layers of fat before cooking.
Basil: A herb belonging to the mint family.
Basmati Rice: Long grain rice with a faintly nutlike flavor and aroma.
Baste: Brush or spoon drippings or a prepared mixture over a meat intermittently as it
cooks.
Batter: A mixture; containing flour, milk or water, eggs, and a leavening agent.
Bavette: Thin, oval shaped pasta.
Bay Leaf: A herb belonging to the bay laurel family.
Blackened—Seasoned with spices including cayenne and cooked over extremely high
heat in a heavy skillet.
Béarnaise Sauce: A white wine sauce flavored with fresh herbs and shallots, thickened
with egg yolks.
Béchamel Sauce: A white sauce made from mill flour, butter, and seasonings.
Beef Stroganoff: Strips of beef sautéed with chopped onions and mushrooms; thickened
with sour cream.
Belgian Endive: Small, canoe shaped salad green with yellow or red leaves.
Bermuda Onions: Crisp and mildly sweet white onions with a flattened round shape and
tan or white skin.
Bib Lettuce: Salad green with a soft, small head of loosely grouped, delicate, light green
leaves.
Bind: To add mayonnaise, eggs, or a sauce to hold a mixture together or provide
HM112 Module 87
consistency,
Blanch: To dip food into boiling water for several minutes, then cool with cold water.
Blend: To mix ingredients very thoroughly.
Bleu: Roquefort type cheese made from cow or goat's milk.
Blintz: Jewish stuffed pancake, made with egg batter,
Blondir: To cook lightly in fat.
Bok Choy: Chinese cabbage.
Bordelaise Sauce: A red wine sauce mixed with meat glaze, lemon juice, and finely
minced shallots, parsley, ground pepper, thyme, bay leaf, and other fresh herbs.
Boudin: Pork and rice based sausage, highly seasoned common in southern Louisiana
cooking.
Bouillon: A seasoned broth or stock produced try cooking a meat or fish in liquid.
Bouquet Garni: A bundle of herbs in a tightly tied cheesecloth sack.
Braise: Similar to sautéing.
Bran: Outer husk of a grain, known for its high fiber content, usually but not always
removed in processing.
Bresaola: Salt cured, air dried beef, served thinly sliced as an antipasto.
Brisket: Cut of beef, boiled, braised barbecued, stewed.
Broil: To cook with direct, high heat.
Broth: Flavored liquid left after simmering meat, fish, or vegetables.
Brown: To seal in the flavorful moistness of a food, typically meat, by sautéing it in a hot
oiled skillet.
Brush: To lightly rub a food with a liquid or fat (butter, olive oil, etc.) while or prior to
cooking.
Bulgur: Quick cooking form of wheat that has been steamed, dried and cracked
Butternut Squash: Elongated winter squash with tan skin, yellow flesh and a mild, creamy
flavor.
Cabrito: Popular Mexican dish of young cocked goat.
Cala: Sweet rice cake commonly served in New Orleans around the holiday of Revillion.
Caldillo: A thick Mexican stew of meat, potatoes, and chilies.
Calzone: Stuffed half moon shaped Italian turnover, similar to a pizza folded in half and
HM112 Module 88
baked.
Camembert: French cheese, soft and surface ripened like Brie, famous for its gray, felt like
rind, slightly bitter flavor, and complex aroma.
Canape: Small, thin piece of toast spread with meat, cheese, or relish, served as an
appetizer.
Cannelloni: Shaped pasta stuffed with meat or cheese and baked.
Caper Sauce: Warm white sauce prepared with milk, cream, tarragon veneer, chopped
capers.
Capers: Seed-like buds of a Mediterranean plant those are pickled and used as a
condiment or garnish.
Capicolla: Italian sausage prepared with pressed pork shoulder and sweet red peppers,
cased, cooked, and air dried.
Capon: A term referring to a gelded, over fed rooster, slaughtered at six to ten months of
age. Weight is about six pounds, and the meat is tenderer than a regular fryer.
Caprini: Italian cheese composed of a varying mixture of goat, cow, and ewe's milk with a
high fat content.
Caramelize: To brown sugar in water.
Carbohydrates: Important, class of foods derived from plants. There are three classes:
#1 Cellulose: indigestible dietary fiber.
#2 Sugars: fructose, sucrose, glucose, and more complex sugars.
#3 Starch
Carbonara: A pasta sauce composed mainly of bacon, olive oil, eggs, Parmesan cheese,
onions, garlic, and herbs.
Cardamom: Spice related to ginger, sweet, pungent, lemony flavor.
Casein: Phosphoprotein rendered from milk, soybeans, and other sources, important as
the chief component of cheese.
Cepes: A type of dried mushroom,
Char: To seal in the flavor and juices of a food (MEAT) by blackening its surface in a
skillet, over an open flame, or under a broiler.
Chard: This vegetable is essentially a beet grown for its leaves. May be substituted for
spinach in most dishes.
HM112 Module 89
Chayote Squash: Small, avocado shaped summer squash with a delicate flavor.
Cheddar: Popular cow's milk cheeses with color ranging from white to yellow/orange.
Aged from three months to nine months, its flavor decreases in sharpness over time.
Cherries Jubilee: Flaming dessert of cherries in syrup, vanilla ice cream, and brandy.
Chervil: Parsley like herb, with a slight taste of anise.
Chickpeas: (Garbanzo beans) small, round dried legumes, tan in color.
Chicory: Bitter root, roasted.
Chili Garlic Paste: Spicy paste made from ground fresh chili peppers and garlic. his used
in Asian and Southwestern dishes.
Chinois: A conical, fine mesh strainer.
Chipotie: A bright red, fiery hot chili common in salsas.
Chitterlings: The boiled, fried, or stuffed small intestines of Pig
Chorizo: A spicy dried sausage, originally from Spain, sweet red peppers, garlic, and hot
peppers.
Chow: Chinese term for sautéing; also known as stir fry.
Chupati: Flat bread from northern India, made with wheat, resembling a Mexican
tortilla.
Chutney: Indian relish containing fruits and vegetables.
Cilantro: Fresh aromatic leaves of the coriander plant, often used in Mexican, Asian and
Indian cooking.
Citron: An oval shaped fruit.
Coat: To remove the solids from meat stock or melted butter.
Cobb Salad: The classic American salad created in 1936 by Robert Cobb; made with
various greens, chopped egg chicken, tomatoes, bacon, blue cheese, and watercress.
Collard Greens: A type of cabbage, similar to kale, very high in vitamins, calcium, and
iron.
Combine: To stir two or more ingredients together until they form a single uniform
mixture.
Comino: Ground cumin seeds.
Consommé: A clear, highly seasoned meat broth.
Coriander: Aromatic herb.
HM112 Module 90
Corned Beef: Beef cured by soaking in a seasoned brine solution.
Couscous: Tiny grains of pasta made from milled wheat.
Cream: To mix thoroughly by rubbing ingredients against the bottom of a bowl with the
back of a spoon to a smooth consistency.
Creole: Cuisine originating in eighteenth century New Orleans, in which classical
European cooking was combined with New World herbs and spices and African and
Native American culinary traditions.
Crepe: Thin, light pancakes usually served with a variety of fillings.
Crimp: To join and seal the edges of pies and pastries by pressing them together with a
fork or by pinching them. together between thumb and forefinger.
Croutons: Small, seasoned cubes of bread, fried or toasted.
Crush: To break into small pieces by using pressure; or, in the case of herbs, to severely
bruise to release the aromatic flavoring agents.
Cumin: An aromatic seed.
Curdling: A coagulation of milk or egg based foods resulting from their separation into a
watery liquid and clumps of semi solid material.
Curing: The process of preserving meat or fish. by drying, smoking, salting.
Currants: Variety of small dried grapes that are often used in baking. They are not to be
confused with red or black currants that are used fresh in wines and jellies.
Dash: A food measurement equal to about 1/8 of teaspoon.
Deep Fry: Cook in hot fat deep enough for food to neat.
Deglace: To create gravy by heating stock or wine in a pan in which meat has been
roasted and the particles and drippings removed.
Demi-Glace: A French sauce made with meat stock, roux, tomatoes, and other spices,
reduced in volume to one half to one tenth by boiling.
Devil: To apply a highly seasoned paste, usually made with bread crumbs, to meat, fish,
or poultry before grilling.
Dice: To cut food into small cubes.
Disjoint: To dismember a chicken before cooking by slicing the connective tissue and
cartilage and twisting firmly until the pieces separate.
Dollop: A blob of any soft, viscous food, such as sour cream, whipped cream, or dumpling
HM112 Module 91
dough.
Dot: To cover with small dabs of fat or butter.
Draw Butter: American term for clarified butter.
Dredge: To lightly cover food with flour, corn meal, or bread crumbs. Meat, poultry, and
fish are often dredged by being lightly shaken in a paper bag containing the dredging
ingredient.
Dress: To mix with a seasoning or sauce immediately before serving.
Drippings: The fat and juices which have separated from a meat during cooking.
Durun Wheat: hard wheat to produce the flour for pastas.
Duxelles: A reduction of finely chopped mushrooms, parsley, onions, pepper, shallots,
salt, and butter.
Edam Cheese: A famous Dutch cheese exported in balls covered with bright red rinds.
Egg Replacer: Dry mixture of starches and leavening agents used in baked goods instead
of eggs.
Eggless Mayonnaise: Cholesterol free dressing made with either tofu, canola oil or
safflower oil instead of eggs.
Emmental Cheese: Know as Swiss cheese,
Etouffee: A Cajun dish, usually of shrimp or crawfish, stewed or braised in a tomato
vegetable base.
Fagioli: Italian dried beans.
Falafel: A Middle Eastern dish consisting of a paste made from ground dried chickpeas
and herbs.
Fennel: A herb plant with tall green celery like stalks.
Fennel Seeds: Licorice-flavored seeds from a plant in the parsley family.
Fetta Cheese: Soft and crumbly white Greek cheese made from ewe, goat, or cow's milk
and pickled in brine.
Fettucine: Long, flat, narrow ribbon pasta.
File: Powdered sassafras leaves.
Fines Herbs: Usually a mixture of chopped parsley, chives, and tarragon.
Five Flavors: Chinese culinary concept that there are five essential flavors (bitter, hot,
salty, sour, and sweet)
HM112 Module 92
Five Spice Powder: Chinese spice blend of equal parts of powdered anise, cinnamon,
fennel, ginger, and dove .
Flute: To crimp pie or pastry dough between thumb and forefinger to give a scalloped
edge.
Fold: Combine two ingredients by turning one over the other with a spoon.
Frisee: Least bitter salad green of the chicory family with ruffled, green leaves, white ribs
and a yellow central core.
Garbanzo Beans: Italian name for chickpeas.
Gazpacho: Classic Spanish soup made with fresh tomatoes, cucumber, sweet peppers,
and other vegetables, water and bread.
Giblets: edible entrails of poultry and game (heart, liver, gizzard, and neck).
Gingerroot: Fresh root of a tropical plant native to Asia. It has a pungent, aromatic flavor
that is often used in Asian stir fries.
Glaze Meats: To apply a thin coat of a prepared meat essence to the surface of a dish.
Vegetables: Combine butter with reduced cooking juices over controlled heat. Sauces: To
broil to a golden brown color.
Gluten: The part of a flour left when the starch is removed.
Gouda Cheese: A smooth mellow Dutch cheese made from whole milk.
Goulash: A Hungarian stew made with beef or lamb.
Grillades: Browned pieces of beef served over rice or grits.
Grits: Coarsely ground corn with the hull and germ removed.
Gumbo: A stew of widely varying ingredients served over rice.
Habanero Peppers: Small orange, lantern shaped chili pepper. It is up to 100 times hotter
than the jalapeno pepper.
Havarti Cheese: A mild Danish cheese that becomes sharper as it ages.
Hoisin Sauce: Chinese soybean and pepper sauce.
Hubbard Squash: Large winter squash with knobby skin, bright orange flesh and a mild
flavor.
Hummus: Middle Eastern dish made from mashed chickpeas, sesame seed butter, olive
oil, garlic, and lemon juice.
Jaiapeno Pepper: Small, plump, green or red chili pepper used especially in Mexican
HM112 Module 93
cooking. It varies from mildly hot to very hot.
Japanese Eggplant: Resembles regular eggplant but is smaller in size and more delicate in
flavor.
Junket: Sweetened milk artificially thickened.
Kale: A leafy vegetable of the cabbage family.
Kielbasa: A popular Polish sausage heavily seasoned.
Kohlrabi: Member of the cabbage family.
Lambs Lettuce: Member of the cabbage family.
Leek: Member of the onion family. It has a cylindrical white bulb and a long wide green
leaves.
Limburger Cheese: A strong smelling semi hard, fermented cheese.
Linguini: Long and narrow, flat pasta noodles.
Lovage: large, celery like herb with a thick stalk.
Mace: The ground outer husk of the nutmeg.
Mango: A sweet, tropical fruit, with a slight sour spicy flavor.
Manicotti: Large tubular pasta, similar to cannelloni, stuffed with meat or cheese.
Marjoram: Delicate herb, with a sweet and subtle flavor. Available fresh or dried and
similar in flavor to oregano.
Masa: A coarsely ground corn flour.
Mascarpone: A soft Italian cheese, similar to ricotta.
Mezzani: Smooth tubular shaped pasta.
Mirepoix: A mixture of chopped onions, garlic, celery, carrots, thyme, bay leaves, sherry,
sautéed in butter.
Mirin: Japanese cooking wine made from sweet brown rice.
Mirliton: A pale green squash.
Misco: Salty-tasting paste made from fermented, crushed soybeans and sometimes grains
such as barley, rice or wheat.
Mousse: A dish created with whipped cream or egg whites.
Mozzarella Cheese: A soft, white Italian cheese, made from buffalo or cow's milk.
Muddle: To crush and mix fruit slices, sugar, mint, or other flavorings in beverages.
Muenster: An Alsacian cheese made with whole cow's milk, flavored with caraway and
HM112 Module 94
cumin.
Mung Bean: Small green bean.
Nasturtium: Edible flowers and leaves.
Nopalitas: Cooked, spiced cactus pads.
Nutmeg: A spice with a sweet, tangy flavor; oval seed of the nutmeg tree.
Okra: A long green vegetable pod.
Orzo: Small pasta shaped like barley.
Oxtail: Tail of beef.
Pan Broil: To cook in a moderately hot skillet with minimal oil and fat.
Pansotti: stuffed triangular shaped pasta.
Papaya: A melon like fruit.
Pappardele: Plain pasta, shaped in broad ribbons with fluted edges.
Paprika: A red powder seasoning.
Parboil: To partially precook in boiling liquid before adding to another dish.
Parmesan Cheese: A group of hard Italian cheeses made from cow's milk.
Pasilla Chili: Long dried black hot pepper with a raisin-like flavor. It is often ground and
used in Mexican sauces.
Pasta: Flour based mixture that is shaped and dried.
Pectin: A carbohydrate derived from fruits and vegetables.
Penne: pasta made by cutting short lengths of macaroni diagonally.
Perline: Very small balls of pasta.
Pesto: A variable mixture of pulverized garlic, basil, cheeses, and pine nuts in olive oil.
Phyllo: Layers of paper thin leaves of dough.
Picadillo: A mixture of spiced beef.
Picante: Flavored with hot peppers.
Pilaf: Seasoned rice served with meat or fish.
Poblano Pepper: Large, green, medium hot fresh chili pepper that resembles a long bell
pepper.
Porcini Mushrooms: Robust and full-flavored mushrooms with a bulbous brown cap and
thick stem. Available in dried form.
Port Salut: A French cheese.
HM112 Module 95
Pot Au Feu: Thick soup of simmered vegetables and beef.
Proscuitto: Salted Italian ham.
Puntine: Tiny pieces of pasta.
Puree: To process food through a food processor, or blender to a consistency of a fine
paste.
Quiche: Cheese, bacon, meat, or seafood baked in a pastry shell.
Rack: The section of meat which contains the ribs; A cut of lamb or veal from the rib
section.
Radicchio: Bitter salad lettuce usually with round leaves and deep red and white coloring,
Rapa: Turnip.
Red Miso: Strong-flavored paste made from fermented soybeans, barley and sea salt. It is
often used in hearty soups or grain dishes.
Rice Vinegar: Mellow-flavored vinegar made from rice wine. Clear and golden varieties
are more delicate than red and black varieties.
Sage: A strong, pungent herb with a warm, lemony flavor.
Sake: The traditional Japanese wine, made from white rice.
Sashimi: A Japanese specialty, (raw fish sliced thin)
Seitan: Meat substitute made from cooked wheat gluten. It is high in protein and has a
chewy texture.
Serrano Chili: A small, very hot chili pepper that ranges in color from green to yellow,
orange or red.
Sesame Oil: Dark colored oil with a rich sesame flavor. It is used in Asian stir fries.
Shallots: Small Bulb of the onion family that combines the flavors of onion and garlic.
Shitake Mushrooms: Large-capped, strongly-flavored mushrooms often used in Japanese
cooking. They are available both fresh and dried.
Siken Tofu: Soft, custard-like tofu available in soft, firm and extra-firm textures. Sold in
aseptic containers, it does not require refrigeration until opened.
Soy Bacon: Salty-tasting meat alternative made from soy protein and sold in fresh strips
or dried bits.
Soy Milk: Milky beverage made from ground and boiled soybeans.
Soy Parmesan: Dairy-free cheese alternative made from soybeans. It resembles dairy
HM112 Module 96
parmesan cheese and is available in natural food stores.
Spelt Flour: Gluten-free grain flour often used in baked goods.
Tahini: Smooth, nutty-flavored paste made from raw, ground sesame seeds.
Tamari: Dark, fermented soy sauce made without wheat. It is the by-product of making
mise.
Tarragon: Licorice flavored herb with a sweet yet pungent aroma. Excellent for flavoring
vinegars.
Tempura: In Japanese cooking, a method of deep frying foods coated in a light batter of
rice flour.
Tofu: Smooth, pressed, white soybean curd.
Tomatillos: Tart Mexican vegetable that looks like a small green tomato in a papery husk.
Trifle: A dessert made with wine or liqueur soaked sponge cake.
Tubettini: Small pasta.
Udon Noodles: Long, flat wheat noodles primarily used in Japanese cooking.
Umeboshi Vinegar: Salty vinegar in which umeboshi plums are pickled.
Veal: The meat of young beef.
Vermicelli: A thin spaghetti.
Vinaigrette: A dressing made with oil, vinegar, herbs and spices.
Watercress: Delicate, mild flavored salad green.
Wheat germ: Nucleus of the wheat kernel, high in fiber.
Whey: The liquid drained from the curd when making cheese.
Wienerschnitzel: A thin slice of tenderized veal, dipped in egg and quickly fried in butter.
Ziti: Large tubular pasta cut into segments.

HM112 Module 97
Self Check

Match Column A with B

A B

1. A mixture of spiced beef A. Linguini

2. Salted Italian ham B. Sake
3. Long and narrow, flat pasta noodles. C. Picadillo
4. Traditional Japanese wine, made from white rice. D. Celery
5. A herb belonging to the mint family E. Proscuitto
F. Basil

Answer Key

1. C
2. E
3. A
4. B
5. F

HM112 Module 98
Name: __________________________________ Section: ________
Date: _______________ Rating: ____________

Written Assessment
Answer Sheet
1. __________________________________________________
2. __________________________________________________
3. __________________________________________________
4. __________________________________________________
5. __________________________________________________
6. __________________________________________________
7. __________________________________________________
8. __________________________________________________
9. __________________________________________________
10. __________________________________________________
11. __________________________________________________
12. __________________________________________________
13. __________________________________________________
14. __________________________________________________
15. __________________________________________________
16. __________________________________________________
17. __________________________________________________
18. __________________________________________________
19. __________________________________________________
20. __________________________________________________
21. __________________________________________________
22. __________________________________________________
23. __________________________________________________
24. __________________________________________________
25. __________________________________________________
HM112 Module 99
 INFORMATION SHEET

Wines that complement foods

Young, full bodied red wine Red meat, red meat dishes

Young, full bodied, robust red wine Red sauces

Earthy red, full bodied red wine Soups with root vegetables and/or beef stock

Dry white wine or dry fortified wine Fish/shellfish/seafood, poultry, pork, veal

Dry white wine or dry fortified wine Light/cream sauces

Crisp, dry white wine Seafood soups, bouillabaisse

Sweet white wine or sweet fortified Sweet desserts

wine

Dry, fortified wine (i.e.: sherry) Consommé, poultry, vegetable soups

Regional cuisine Regional wine

HM112 Module 100

CANAPES, HORS D’ OEUVRES AND SALADS
CANAPES

A B

Canapés are small bite sized pieces of food served hot or

cold.

Canapés are served before dinner with drinks or at a special cocktail

function.

A Canapé usually has five parts: Base, Spread, Topping, Garnish and Glaze.

The difference between a Canapé and an that a Canapé has several parts, whereas an hors
Hors d'oeuvre is d'oeuvre may have only one part.

Sandwiches are made from assorted breads, fresh or toasted.

Sandwiches may be cut into a variety of shapes.

Sandwiches may have a wide variety of fillings.

Bread for Sandwiches should be stored in a dry store away from strong smelling foods.

Sandwich spreads may be: Butter (plain or flavored), margarine, mayonnaise or

others.

Sandwich Fillings: Make sure all the portions are the same size.

Sandwich Fillings: Keep all ingredients separate.

Sandwich Fillings: Prepare all the before assembling the sandwiches.

ingredients

Sandwiches: There are at least nine different types.

Sandwiches: Nine types: Conventional, Tea (Pullman or finger), pinwheel,

cocktail, open, club, bookmaker, ribbon and
checkerboard.

HM112 Module 101

To blend means to mix ingredients together.

Bookmaker is a cold toasted steak sandwich.

Club Sandwich is a warm double-decker sandwich with chicken, bacon,

lettuce, tomato and mayonnaise.

Compound Butter means butter flavored with herbs, spices etc. It is used on
grills and canapés

Cocktail Sandwich is the same as a tea sandwich only cut smaller.

Checkerboard Sandwich is made with white and brown bread to look like a
checkerboard.

A crisper is a container for storing lettuce.

Crudités are raw vegetables cut into bite-sized pieces.

To fold means to use a large spoon to lift ingredients off the bottom
of a bowl.

Open Sandwich consists of one slice of bread with a topping.

Pinwheel Sandwich is bread and filling rolled up, like a Swiss Roll.

Ravier is a shallow dish made from china, glass or stainless steel.

To toss means to lightly flip ingredients in a mixing bowl.

Hot Canapés: Cheese & Spinach ricotta cheese, English spinach, egg, butter and filo
Triangle: pastry.

Hot Canapés: Savoury Shortpaste: plain flour, butter and iced water.

Hot Canapés: Mini Quiche Lorraine: onion brunoise, ham brunoise, egg, cream & cheddar
cheese.

Hot Canapés: Tomato, Olive, Goat's tomato cooked, kalamata olives, oregano, goat's
Cheese: cheese, olive oil.

HM112 Module 102

Hot Canapés: Cheese Palmier: puff pastry, parmesan cheese, rolled in from the sides.

Hot Canapés: Cheese Straws: puff pastry, parmesan cheese, cut into strips.

Hot Canapés: Canapé Diane: Dried bread, butter, chicken liver, bacon rashers,
toothpicks.

Hot Canapés: Sausage Rolls: sausage mince, thyme, puff pastry.

Hot Canapés: Frittata eggs, potato, basil, roasted capsicum & caramelized
onion.

Hot Canapés: Curry Puffs beef mince, potato, onion brun, garlic, ginger, curry
powder, coriander roots, chilli, oil, egg.

SALADS

A B

Salads can be part of a meal or the whole meal.

Salad items can be either cooked or raw.

Salads can be served warm or cold.

A good salad has a balance of color and textures.

When you buy things for a salad you check for firmness, freshness and lack of insects.
should

Before storing lettuce in the fridge you wash it and dry it.
should

HM112 Module 103

 Items for a salad could be green vegetables, tomatoes, pasta and many
others.

A salad is very nutritious.

All ingredients in a salad should be fresh and of first quality.

There are 4 parts to a salad: base, body, dressing and garnish.

You can classify a salad as simple or mixed.

Composite is another word for mixed.

Vegetables, meats, seafood, nuts, are all suitable items for a salad.
seeds, pasta, herbs, spices, oils,
vinegars and others

Suitable leaf vegetables would be: iceberg, butter, coral, cos, lambs tongue, rocket,
mizuna, mignonette, red oak, witlof, radicchio
and cress endive.

Oils can be of three types: neutral flavored, strongly flavored and herb
infused oils.

Vinegars can be: red and white wine, herb infused, or rice vinegar.

When ordering you should specify color, size and quality.

Before buying you should check for blemishes, excess dirt and insects.

Salad items should be stored in a at 7 - 10 degrees Celsius and 80% humidity.

fridge

With storage you should rotate stock daily.

FIFO means first in, first out. That is, use your old stock first.

Dressings have four functions: to add flavor, to moisten ingredients, to aid

digestion and to add nutritional value.

HM112 Module 104

 Dressings can be either Vinaigrettes or Mayonnaise.

When preparing items for salad you use careful cuts of the correct size.
should

When preparing items for salad you should use contrast in color and texture.

When preparing a salad you should balance the flavors.

Salads should be neatly presented.

Japonaise Salad includes: pineapple, orange, green apple and acidulated

cream.

Nicoise Salad includes: tomato, beans, potato, anchovy, capers, black

olives and tuna.

Acidulated Cream is cream with lemon juice folded in.

Russian Salad includes: carrot, turnip, beans, peas and mayonnaise.

Fish Salad includes: flaked fish, boiled egg, cucumber, lettuce and
vinaigrette

Tomato Salad includes: thinly sliced tomato, lettuce, vinaigrette, sprinkled

with onions, chives and parsley.

Green Salad includes: A variety of lettuce leaves tossed with vinaigrette.

Green Bean Salad includes: green beans tossed in vinaigrette.

Hors D'Oeuvres

HM112 Module 105

 A B

An hors d'oeuvre is intended to stimulate the appetite and set the tone for
the following courses.

Use only the best quality ingredients.

Use small, simple, elegant garnishes, compatible with the food they are to
enhance.

Hors d'oeuvres froid is another way of cold starters.

saying

Cold starters can be single or multiple portions.

Cold single portion starters could include oysters, smoked salmon, caviar
and crudités.

Caviar is fish eggs (fish roe).

Caviar is taken from the sturgeon family of fish.

There are four varieties of sturgeon. Beluga, Osetrova, Sevruga and Volga.

The best quality sturgeon roe is Beluga.

Caviar is preserved by adding salt.

Caviar is served cold in its original container, or in a crystal

bowl on ice.

Accompaniments to caviar would chopped boiled egg white & yolk, lemon
include: wedges, bilini & melba toast.

Hot hors d'oeuvres are served on polished hot plates or platters.

Cold hors d'oeuvres are served chilled on polished plates or platters.

HM112 Module 106

 Sauces accompanying hors d'oeuvres should be presented in a small ramekin (dish)
on the platter.

Make sure all fried foods are completely drained on paper towel before
placing on platters.

Hot hors d'oeuvres are single items served on a plate.

Single hot hors d'oeuvres would include: vol au vent, oysters mornay and ravioli.

Chaud is the French word for hot.

Froid is the French word for cold.

Hot Cocktail Hors D'Oeuvres is also Varies Chaud.

called

Hot Cocktail Hors D'Oeuvres would such items as curry puffs, bouchees, dimsums
include and chicken winglets.

Hot Cocktail Hors D'Oeuvres would be with an appropriate dipping sauce on a

served polished platter.

Self Check

Match Column A with B

A B
HM112 Module 107
1. carrot, turnip, beans, peas and mayonnaise. A. nicoise Salad
2. fish eggs (fish roe). B. russian Salad
3. bread and filling rolled up, like a Swiss Roll C. caviar
4. small bite sized pieces of food served hot or cold D. green Salad
5. lettuce leaves tossed with vinaigrette E. canapé
F. hors d’oeuvre
G. pinwheel

Answer Key

HM112 Module 108

 1. B
2. C
3. G
4. E
5. D

Name: __________________________________ Section: ________

Date: _______________ Rating: ____________
Written Assessment
Answer Sheet
HM112 Module 109
 1. __________________________________________________
2. __________________________________________________
3. __________________________________________________
4. __________________________________________________
5. __________________________________________________
6. __________________________________________________
7. __________________________________________________
8. __________________________________________________
9. __________________________________________________
10. __________________________________________________
11. __________________________________________________
12. __________________________________________________
13. __________________________________________________
14. __________________________________________________
15. __________________________________________________
16. __________________________________________________
17. __________________________________________________
18. __________________________________________________
19. __________________________________________________
20. __________________________________________________
21. __________________________________________________
22. __________________________________________________
23. __________________________________________________
24. __________________________________________________
25. __________________________________________________

Name: __________________________________ Section: ________

Date: _______________ Rating: ____________

HM112 Module 110

Activity

Choose one activity and submit compiled output to your trainer.

SUGGESTED ACTIVITIES

1. Visit at least five websites of famous restaurants here and in other country and
discuss new trends.
Example : http://www.euromonitor.com/Consumer_Foodservice
2. Organize a forum / invite expert to discuss matters regarding food and beverage
service.
3. List down and discuss new gadgets and equipment in food and beverage industry.
4. Present the new computerized order taking & restaurant reservation in the class.
5. Upselling techniques of selected restaurants

FEEDBACK TO TRAINEE:
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________

INFORMATION SHEET

HM112 Module 111

Common Food Allergies

When the body's immune system reacts abnormally to something a person eats or
drinks, it's known as a food allergy. According to Food Allergy Research and Education
(FARE), it’s estimated that 15 million Americans have food allergies. Children are more
likely to experience food allergies. Approximately 1 in every 13 children in the United
States lives with food allergies.

A food allergy may affect the skin, the gastrointestinal tract, or the respiratory or
cardiovascular systems. Many types of foods can be allergens, but certain foods are much
more likely than others to trigger an allergic reaction.

According to FARE, eight foods are responsible for 90 percent of food allergies.
They are:
• cow's milk
• eggs
• peanuts
• fish
• shellfish
• tree nuts (such as cashews or walnuts)
• wheat
• soy

Symptoms of Food Allergies

Symptoms of food allergies may range from mild to severe and they may come on
suddenly or develop over several hours.
Because a person's immune system may react to a very small amount of the allergen, food
allergies are particularly dangerous and potentially life threatening, especially if breathing is
affected. Because of this, people with asthma are at an increased risk for a fatal allergic
reaction to food.

HM112 Module 112

Mild symptoms related to a food allergy may include:
• sneezing
• stuffy or runny nose
• itchy, watery eyes
• swelling
• rash
• stomach cramps
• diarrhea

Severe symptoms of an allergic reaction to food are:

• difficulty breathing, including wheezing
• swelling of the lips, tongue or throat
• hives (an itchy, blotchy and raised rash)
• dizziness or faintness
• nausea or vomiting

Milk Allergies

A milk allergy is a reaction to whey or casein, the proteins found in cow's milk. It’s not the
same as lactose intolerance. Milk allergies have been studied more than any other food
allergy.
The bad news is that children with milk allergies are much more likely to develop allergic
reactions to other foods including eggs, soy, and peanuts.
Most children with milk allergies also develop one or more other atopic diseases such as
asthma, allergic rhinitis, or eczema.

Egg Allergies

Egg allergies occur most often in children and usually resolve at a very young age.
However some people may remain allergic to eggs for their entire lives.
A person may be allergic to a certain protein in either the yolk or the egg whites. A person
HM112 Module 113
with an allergy to the egg yolk may be able to tolerate egg whites and vice versa. Some
people are allergic to both.

Peanut Allergies

Children with peanut allergies rarely grow out of their sensitivity to peanuts, so a
peanut allergy is usually a lifelong disorder. Because of this, peanut allergies are particularly
serious. Accidental exposure can occur at any time during a person's life. Though rare, a
peanut allergy may result in anaphylaxis. This is a severe allergic reaction that can restrict
breathing or cause cardiac arrest. Anaphylaxis requires immediate medical attention in the
form of a shot of epinephrine (EpiPen). A patient should be watched for several hours
after the shot to make sure symptoms don’t return.

Other Common Allergies

Less is known about soy and wheat allergies than the more common allergies
discussed above. Likewise, little is known about fish, shellfish, and tree nut allergies except
that, like a peanut allergy, they are generally lifelong disorders.

Treatment Options

As with other types of allergies, avoidance is most often the best medicine. Anyone
with a food allergy should be careful when purchasing food at a supermarket or restaurant
to make sure there are no traces of the allergen in a food or meal. Milder symptoms may
not require any treatment at all, or a simple over-the-counter antihistamine may resolve the
symptoms. For more serious allergic reactions, a doctor may prescribe steroid medications.
Steroids may have serious side effects and shouldn't be used for more than a few days at a
time.

Retrieved from http://www.healthline.com/health/allergies/common-food-

allergies#Overview1 on May 26, 2015 (Written by Michael Kerr | Published on November 26, 2014
Medically Reviewed by George Krucik, MD, MBA on November 26, 2014 )
HM112 Module 114
Activity: Explain common food allergens

INFORMATION SHEET

Up-Selling Basics

In a restaurant, up-selling should be done with a little more finesse. The key to up-
selling is to do it in a way that the customer doesn’t know he or she is being sold
something. For example:
Server: “Would you care to start with an appetizer tonight? Our chef is running our
house favorite, a baked lobster dip with crostini.”
Customer: “That sounds good. What else is in it?”
Server: “It has a creamy alfredo sauce with roasted red peppers, artichoke hearts
and fresh lobster. I have one whenever I come in for dinner.”
Customer: “That sounds great! We’ll have one!”

The server didn’t wait to hear if the customer wanted an appetizer. Instead she just
went right ahead and told them about a popular special the kitchen was running.
Lets say the customer doesn’t like lobster. The server already has his attention and can
offer another appetizer instead. For example:
Customer: “No thanks. I’m allergic to seafood.”
Server: “The kitchen is also running a delicious tomato-basil bruschetta served with
seasoned olive oil and crusty French bread.”
Customer: “Hmmm, that sounds good. I’ll take one.”
The server is trained to automatically offer an appetizer to start the meal. However,
she knows better than to badger the customer. If the customer says they don’t want an
appetizer, she won’t stand there offering everything on menu, until they pick something.
She will move on to the entrée.
Up-selling the Entrée Let’s say the customer isn’t interested in an appetizer or a drink
special. He knows exactly what he wants. That doesn’t mean our server can’t still employ a

HM112 Module 115

few more up-selling techniques. For example:
Customer: “I’ll have the Chicken Marsala.”
Server: “Would you like to add a soup or a salad to your entrée? Today’s soup is
cream of wild mushroom.”
Customer: “Hmmm, that sounds good. I‘ll take a cup.”
There is another couple of dollars added to the bill and the server’s tip.

Up-Selling Dessert

Finally, the ultimate up-sell. Dessert. The best way to up-sell desserts is to give a
mouthwatering description.
Good Example: “Would you care for a slice of our homemade chocolate layer
cake. It is layered with a rich dark chocolate ganache and raspberry filling and served with
our signature chocolate velvet sauce.”
Bad Example: “Do you want some dessert.”
Offer dessert before the customer has a chance to think about it. Describe it, make the
customer want it. Make it sexy and tempting. Suggest a table split one or two desserts,
rather than trying to sell a separate dessert to each guest. And offer to follow up dessert
with a hot cup of coffee, perhaps a specialty coffee such as cappuccino or espresso. Or
maybe a nice after dinner drink, like port or cordial.
A good server can tack on extra ten dollars or more per person, just by up-selling dessert
and drinks, not only increasing the restaurant’s profits, but her tip as well.

Final Word on Up-selling

Up-selling should be part of your employee training. All servers should know the basics of
up-selling, from offering top shelf liquor to knowing how to give a mouthwatering
description of menu items. Up-selling not only increases restaurant sales, it makes for
bigger tips for servers and it shows customers that your staff is knowledgeable as well as
friendly.

HM112 Module 116

Retrieved from http://restaurants.about.com/od/customerservice/a/upselling.htm on
May 26, 2015.

UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE

SERVICES TO GUESTS

MODULE TITLE: PROVIDE FOOD AND BEVERAGE SERVICES TO

GUESTS

UNIT DESCRIPTOR : This unit deals with the knowledge and skills
required in the provision of food and beverage service to guests in various types of dining
venues and diverse styles of service. This unit focuses on the procedures in the delivery of
food and beverages to the guest as well as on the knowledge and skills that underpins the
efficient work performance in assisting the dining guest during and after the meal service.

SUMMARY OF LEARNING OUTCOMES:

1 Serve food orders

2 Assist the diners
3 Perform banquet or catering food service
4 Serve beverage orders
5 Conclude food service and close down dining area

ASSESSMENT CRITERIA:

1. Food orders are picked up promptly from service areas.

2. Food orders are checked for presentation and appropriate garnish and
accompaniments.

HM112 Module 117

3. Food orders are served to the right guests who ordered them.
4. Food orders are served and cleared with minimal disturbance to the other guests and in
accordance to hygienic requirements.
5. Food orders are served in accordance with the enterprise serving style standards.
6. Name of the dish or order is mentioned upon serving the guest.
7. Sequence of service and meal delivery is monitored in accordance with enterprise
procedures.
8. Additional requests or needs of the guests are anticipated
9. Additional food and beverage are offered and served at the appropriate times
10. Necessary condiments and appropriate tableware are provided based on the food order
11. Delays or deficiencies in service are recognized and followed up promptly based on
enterprise policy
12. Water, bread, and butter are replenished when required
13. Children and guests with special needs are treated with extra attention and care.
14. Serviceware are prepared and checked for completeness ahead of time.
15. Tables and chairs are set up in accordance with the event requirements.
16. Food is served according to general service principles .
17. Food is handled based on food safety procedures.
18. Coordinated service of meal courses is ensured.
19. Assigned areas are kept clean in accordance with enterprise procedures.
20. Tables are cleared and soiled dishes prepared to be brought for dishwashing after the
event or function,
21. Number of guests being served is noted and monitored.
22. Beverage orders are picked up promptly from the bar.
23. Beverage orders are checked for presentation and appropriate garnishes.
24. Beverages are served at appropriate times during meal time.
25. Beverages are served efficiently according to established standards of service.
26. Beverages are served at the right temperature.
27. For full bottle wine orders, wine is opened efficiently with minimal disturbance to the
other guests.
28. Wine service is carried out in accordance with establishment procedures.
29. Soiled dishes are removed when guests are finished with the meal.
30. Bills are prepared and processed accurately in coordination with the cashier.
31. Bills are presented when the guest asks for it.
32. Payment is acknowledged as soon as it is received.
33. Tables are cleared, reset and made ready for the next sitting when guests are finished
with the meal.
34. Guests are thanked and bided farewell warmly.
35. Electrical equipment are turned off where appropriate.

HM112 Module 118

LEARNING EXPERIENCES

Activity Special Instruction

LEARNING ACTIVITY
Prepare a summary of daily operation See sample in the information sheet

LEARNING ACTIVITY:
Provide Wine Service Read the information sheet

LEARNING ACTIVITY

Perform the task of providing food and Refer to the job sheet
beverage service

HM112 Module 119

INFORMATION SHEET

SERVE FOOD AND BEVERAGE

Serving Order

Before serving the food, be sure that the necessary tool for eating the specific order is
already set on the table. Sometimes this tool can be brought to the table together with the
food. It is advisable to setup the table while the food is being prepared in the kitchen.

At a formal restaurant or banquet, food should be presented

to guests in the following order:

a. guest of honor,
b. female guests,
c. male guests,
d. hostess,
e. host.

1. Dishes can be presented to guests in the order of their seats, starting at the host's
right (guest of honor;

2. Dishes may be presented in order of seniority, starting with the most influential
and proceeding down to the least prominent guest.

3. The food service attendant should know the order of service ahead of time,
he/she should coordinate with the host.

4. In restaurants, most groups include neither guest of honor nor hosts, so the
meals will simply be served first to the women, then to the men.

HM112 Module 120

 5. In addition to that, in some dining situations wherein children are involved,
children are usually served first before the ladies.

From the Left

In general, the diner is approached from the left for three purposes:

1. To present platters of food, from which the waiter will serve or the diner will
help herself/himself; this is used in Russian service.
2. To place side dishes such as vegetables or dinner rolls;
3. To clear the side dishes, those were placed from the left.

NOTE:

The reason most often given for this is most people are right handed. So, for
example, when a waiter must use his right hand to serve from a platter, it is least
intrusive if he stands to the left. This way, the platter can be held safely away from
the guest as the waiter leans forward (slightly) to reach her plate. And, in the case of
placing side dishes, it makes most sense to put them to the side which is less in
focus, leaving the right side free for the main dish.

And from the Right

1. These days it is nearly universal practice, even in very formal circumstances, for
food to arrive already arranged on the plate (Plated Service). Pre-plated
food (except for side dishes), as well as empty plates and clean utensils brought
in preparation for upcoming courses, are always placed from the guest's right
side. At the end of the course, these plates are also cleared from the right.
HM112 Module 121
 Note: It is also approved by the social custom to serve all foods from
the left and beverages from the right. For the standard operating procedure
of the establishment, the management may choose one from the two approaches.
(see Arduser and Brown, The Waiter, Waitress and Wait staff Training
handbook, pp 66 -67).

2. Wine (and all beverages) are presented and poured from the right. This is a
logical approach, since glassware is set above and to the right of the guest's plate,
and trying to pour from the left would force the server to reach in front of the
diner.

Clearing Order

Just as the ideal of service is to present

each course to the entire party at once, it
is best to clear the plates at the same
time, too. It has become common for
waiters to remove plates as each guest
finishes, in violation of this rule of serving
etiquette, perhaps because it can be
interpreted as extreme attentiveness on
the part of the waiter. Nevertheless, the rule holds firm. (Your trainer will
demonstrate how to clear the plates from the table).

ALWAYS REMEMBER

1. Drinks should be served first. In serving drinks, a bar tray or round tray is used.
2. After order taking, be sure to set up utensils needed for the courses ordered before
serving them. Rectangular tray is used to serve foods.
3. Food orders are served in the following order:

a. beverage
HM112 Module 122
 b. appetizer
c. soup (served with rolls)
d. salad
e. main course
f. dessert
g. after dinner drinks (coffee or tea)

4. Serving wine could be done:

a. before meal ( aperitif)
b. during meal (complement with main course)
c. after meal ( dessert wine)
5. Before presenting the bill, ask for any additional order first.
6. Presenting the bill should be done immediately after the guest asked for it or when
the guest has no additional order. The waiter should mention the amount received
from the guest, for example, “Sir, I received P5000.00, please wait for your
change”.
7. Water goblet should not be removed while the guest is on the table. Continue
service by pouring water.
8. Send the guest off and wish them to come back.

INFORMATION SHEET

A bus person or busboy is a person in-charge in

transferring food from the preparation area to the service
areas. He also is in-charge of clearing soiled dishes and
washing them. A well-trained bus person is necessary to
provide effective and efficient service to customers.

Restaurant busboy: Some functions are as follows:

HM112 Module 123

1. Ensure the dishes are always clean.

2. Responsible to set and reset dining tables.

3. Make sure that water is refilled and give assistance to the waiting staff (waiter/waitress) if
necessary.

4. Spend most of the time in the kitchen, bring back and arrange utensils and plates in
order.

5. Receive and return dining room for each shift and keep the restaurant in a fresh and
orderly space.

Retrieved from: http://www.humanresources.hrvinet.com/restaurant-busboy-job-

description/ on May 15, 2012

LOADING TRAYS
Load food trays with the heaviest entrée nearest to your
body so that you can use your body in balancing the tray. Plates
that will be brought to the service area should never be stacked;
if needed use two trays.

In arranging food orders on the tray, larger and heavier dinner

plates and dishes are to be placed at the center, the lighter towards the edges. Cups should
not be placed on the saucers. Hot dishes should not touch the cold dishes.

HM112 Module 124

POINTSTO REMEMBER

1. Before leaving the kitchen, check to see that all food orders and necessary serving
tools for the course are on the tray.
2. Ensure that the tray is clean.
3. Load heavier items at the center of the tray.
4. When stacking dishes with
covers, do not stack more
than four high. Do not overload the tray.
5. In carrying a large tray, place it on a tray stand. Bend the
knees and pull the tray gently towards the shoulder.

SELF CHECK

Answer the following questions. Check you answers using the key on the next page.

• A person whose task is to transfer food from the kitchen going to the service areas.
waiter
busboy
host/hostess
supervisor
• What is the proper way of lifting the tray?
bend the body
bend the knees
pull towards the shoulder
ask assistance from colleagues

• How are you going to load the tray?

Place heavy load near the shoulder of the waiter who will carry the tray
Place heavy load in the middle of the tray
HM112 Module 125
 Place heavy load at the outermost part of the tray
Place the heavy load towards the edge of the tray

• How many piles of plates with cover are allowed to carry in a tray?
one
two
three
four

• What will you do to the cups and saucers before transferring it to the dishwashing
area?
remove the from the saucers
allow the cups over the saucers
bring them separately
place the cups upside down over the saucers

NOTE: DO NOT TURN TO NEXT PAGE UNLESS YOU ARE TOLD

TO DO SO

HM112 Module 126

ANSWER KEY

1. B

2. B

3. B

4. D

5. A

HM112 Module 127

Assessment: Using an arrow, show how a busboy will transfer the tray from the kitchen to the service stations

Name: ____________________Section: _____Date: _____ Rating:_____

Service Station

DINING AREA
NON-SMOKING

KITCHEN

CASHIER BAR

Service Station
MAIN DINING

Service Station

ENTRANCE

HM112 Module 128

Name: __________________________________ Section: ________
Service Station

Date: _______________ Rating: ____________

Assessment No. 2, Module 1:

Given the following tools and equipment:

1 oval tray
1 tray stand
4-6 dinner plates (should be fitted with the plate cover)
4-6 plate covers

TASK: DEMONSTRATE THESE TO YOUR TRAINER

1. Properly arrange three plates on the oval tray
2. Place plate cover
3. Place the remaining three plates over the plate cover
4. Place plate cover again
5. Lift the tray

Procedures in lifting the tray

a. bend the knees
b. pull the tray towards your shoulder
c. balance on your palm and shoulder
d. keep you body straight
e. stand up and pick up the tray stand
_______ COMPETENT
_______ NOT COMPETENT

HM112 Module 129

RATING SHEET
Trainee name:

Trainer name:

Qualification: Food and Beverage Services

Date of assessment:

Time of assessment:

Instructions for demonstration

Given the necessary materials, tools and equipment, the trainee must be able to prepare
and lift the tray in 10 minutes.

Materials and equipment

1 oval tray
1 tray stand
4-6 dinner plates (should be fitted with the plate cover)
4-6 plate covers
OBSERVATION P to show if evidence is
demonstrated

During the demonstration of skills, did the

Yes No N/A
Trainee:

Properly arrange three plates on the oval tray o o o

Place plate cover o o o
Place the remaining three plates over the plate cover o o o
Place plate cover again o o o
Lift the tray without clattering of the plates o o o
1. Bend the knees o o o

2. Pull the tray towards your shoulder o o o

3. Balance on your palm and shoulder o o o

HM112 Module 130

 4. Keep you body straight o o o
5. stand up and pick up the tray stand o o o

The trainee’s demonstration was:

Satisfactory q Not Satisfactory q

INFORMATION SHEET

Cleaning and storage

Crockery

Dinner plates, 10” Cleaning

Show/base plates, 12”
Fish plates, 8” 1. Most chinaware is washed in the
Dessert plates, 7” dishwashing machine.
Cereal plates, 5” 2. Care must be taken with
Side plates or bread plates, 6” expensive or larger items which
may need washing by hand.
Bouillon cups and saucers, 8-12 oz.
3. All chinaware must be rinsed at
Teacups and saucers, 6 2/3 oz.
77 degrees Celsius either in the
Demitasse, 3 1/3 oz. washing machine or by hand.
Coffee pots, 2 pint
Tea pots, 2 pint

HM112 Module 131

Storage

1. Crockery is stored on shelves in the kitchen.

2. Excess crockery is placed in the storage area
ready for use when needed.
3. Cups and saucers are usually placed on top of
the espresso machine;
4. Some side plates are kept in the sideboard ready
for service.
5. Do not use any crockery that is cracked or chipped.

CUTLERY

Dinner knives Dessert spoons

Dinner forks Dessert forks
Teaspoons
Salad knives
Demitasse spoons
Salad forks Long spoons
Cocktail forks
Fish knives
Service forks
Fish forks Service spoons
Soup spoons Sauce ladles
Soup ladles
Dessert spoons
Cake servers

HM112 Module 132

 a. b. c. d. e. f. g. h. i. j.

f. Fish fork
a. Teaspoon g. Fish knife
b. Soup spoon h. Dinner fork
i. Dinner knife
c. Bread and butter knife j. Steak knife
d. Salad fork
e. Salad knife

HM112 Module 133

Name: __________________________________ Section: ________
Date: _______________ Rating: ____________

Answer Sheet: Identify the following flatwares:

4 3 5 1 6 2 10 9 8 7

Answer Sheet
1. ________________ 18. ________________
2. ________________ 19. ________________
3. ________________ 20. ________________
4. ________________ 21. ________________
5. ________________ 22. ________________
6. ________________ 23. ________________
7. ________________ 24. ________________
9. ________________ 25. ________________
10. ________________
11. ________________
12. ________________
13. ________________
14. ________________
15. ________________
16. ________________
17. ________________
HM112 Module 134
INFORMATION SHEET

Cleaning

4. Glasses are washed separately using a non-oil based

detergent.

5. Rinse at 77° Celsius and polish all glasses except beer

glasses. Hand wash crystal glasses and do not polish the
glass by holding the stem.

6. Glassware that needs to be polished should be handled properly. Get a clean

cloth, place on the left hand, hold the stem on your left hand then polish the glass
with your right hand in circular motion (this will be demonstrated by your
trainer).

Storage

Store inverted on plastic racks or shelves usually in the bar or

dispense bar.

The term dishwashing refers to cleaning eating and cooking

utensils, in addition to dishes. There are two basic guiding principles. Principle one is
"Clean Before Dirty" (CBD), and Principle two is "Small Before Large" (SBL).

• CBD means you wash the cleanest -- e.g. the least dirty dishes -- before the dirtiest ones.
For example: always do the glassware first while the water is clean. That way you
will not get greasy smears on the glasses.
• SBL is aimed at making stacking easier. Place all the small items underneath and the large
items stacked on top. Place everything upside down to aid draining.

Use water that is as hot as you can stand; it makes cleaning easier and draining
quicker. Dishes with baked-on stains should be pre-soaked if possible.

HM112 Module 135

HAND DISHWASHING PROCEDURES

EQUIPMENT AT THE SINK

Plastic Dishpan: A square, round or rectangular dishpan is helpful when a double sink
is not available. Choose a size that leaves part of a single sink accessible for scraping or
pre-rinsing dishes. A dishpan can be emptied and refilled quickly with hot water and
detergent as needed. It has a softer surface than a sink, and breakage is less likely.

Rubber Mat: When washing directly in a sink, a mat helps cushion the bottom and
reduces breakage.

Drain Rack: Made of plastic-coated wire, formed plastic or, occasionally, wood, racks
are almost essential for draining rinsed dishes. With a drain tray under the rack to catch
rinse water, dishes can be rinsed right in the rack with extra-hot water from a spray hose,
pitcher or pan. When there's a second sink large enough to hold a drain rack, no drain
tray is necessary except perhaps for pans and other utensils. After a hot rinse, most dishes
will air dry without wiping, saving a step. Cups, bowls, mugs and glasses need to be rinsed
inside by immersion or under running water, then racked upside down for final rinsing.

Scrapers: A flexible plastic or rubber scraper can be used to quickly remove loose food
soils from plates, casseroles and pans. Careful scraping largely eliminates any pre-rinsing
of dishes.

Scrubbers: To remove crusty or hard residues, a wide variety of scrubbers is available.

Plastic mesh, metal mesh, rough-surfaced sponges and cloths, steel wool soap pads and
brushes all have their devotees.
Some plastic mesh and rough-textured sponges are gentle enough for scrubbing more
delicate surfaces, such as nonstick pan finishes, shiny metals or china. Others are strictly
heavy duty, and labels usually include cautions. Steel wool soap pads do an excellent job
HM112 Module 136
of removing discoloration and film from aluminum utensils, leaving them shiny.

Rubber Gloves: Gloves are helpful for hands sensitive to hot water, to minimize
fingernail damage when scrubbing, and to give a better grip when washing breakable
pieces.

Dishcloths, Sponges, Dishmops: These provide the basic washing action as each
item is wiped clean with the detergent solution, all sides, inside and out. Each type has its
advantages, but they all do the job.

Dishtowels: In addition to the traditional cotton towel, nonwoven fiber cloths and even
paper towels can be used to dry dishes, glassware, flatware and pans that are not air
dried. Avoid a lint-shedding material.

Detergents and Special Cleaners: Liquid hand dishwashing detergents needed at

the sink are described in "Hand Dishwashing Products."

GETTING ORGANIZED

Clear a space on the counter next to the sink to stock scraped and/or pre-rinsed dishes.
Flatware can be soaked briefly in a detergent solution. If any pots, pans or bakeware have
been soaking in the sink during the meal, wash them first. Drain this soiled water away
and use clean, hot water and detergent for the table service items and any remaining
cookware.

Dirty dishes can be stacked on trays, then moved to the sink area as space becomes
available. In most kitchens, it's helpful to place the drain rack on the side of the sink that
is nearer dish storage; stack dirty dishes on the opposite side.

Soaking
Wipe off any leftover food and grease from dishes and cookware using a rubber spatula or
HM112 Module 137
paper towels. Never pour grease down the drain; this can cause the drain to clog.

Soak dishes with greasy soils or stubborn baked-on or burned-on foods. To do this, add
liquid hand dishwashing detergent or baking soda to the soiled utensils, then fill with hot
water. If there are a number of items that need soaking, use a dishpan. Soak about 15 to
30 minutes or during the meal. Then drain the water and wash the dishes and cookware.
Some automatic dishwasher detergents may be appropriate for soaking burned-on foods.
Be sure to check the label first.

Washing, Rinsing, Drying

First fill the dishpan or sink with water as hot as can be comfortably used, and add
enough detergent as the water is running to produce a thick, rich layer of suds. Read the
label for the right amount. If rinsing in a separate sink or dishpan, fill it with very hot
water.

Washing: Using clean hot water and detergent, start with the lightly soiled items,
generally glassware and flatware, followed by plates of various sizes, serving dishes, and
finally any remaining cookware not previously washed. Change the dishwashing solution
if it becomes greasy, too cool, or the suds disappear. Otherwise, film and soil will not be
completely removed.

Handle kitchen knives carefully by their handles; don't pile them into the sink or dishpan,
but wash them one by one and rack them with handles up.

There are several ways to wash dishes. Some people prefer to lift each piece out of the
suds to wipe it with cloth or sponge, others like to keep dishes beneath the suds surface so
soil floats away. Some stack dishes in the sink or dishpan, others like to take each piece
from the counter, wash it and take another.
HM112 Module 138
Rinsing: The hotter the rinse water, the faster dishes will air dry. After racking dishes,
pour or spray hot water over them if they haven't been dipped in a rinsing sink or pan.
Rinse inside cups, bowls and glassware.

Drying: Air drying is easier than towel drying, and may be more sanitary than drying
with a soiled towel. However, wiping with a clean towel is particularly useful when
glassware or flatware is spotted or filmed. Buffing silverware with a soft, clean, lint-free
cloth actually improves its patina. Paper towels are handy for wiping pots and pans,
especially any that may leave traces of grease or discoloration on a cloth towel.

Special Tips for Hand Dishwashing

1. When scraping dishes, put food scraps into a plastic bag, garbage disposal, in the
sink or directly into a kitchen waste can lined with a bag. Very wet garbage can be
drained first in a colander set in the sink, then discarded into a garbage can. Use
an empty food can to collect excess grease, pan drippings, or any kind of wet
waste.
2. Do not soak cast iron utensils. To retain their "seasoning" and discourage rusting,
wash in hot water using a sponge or cloth. Scour stubborn stains with a steel wool
soap pad rather than soaking in detergent which removes the built-up fat that
seasons the utensil. Rub vegetable oil on any scoured areas to re-season. Dry pans
briefly over heat on the range to prevent rusting from moisture.
3. Do not soak aluminum utensils for excessive periods of time, as exposure to water
can cause aluminum to darken .
4. Change the dishwashing solution and rinse water when they cool down or before
they become noticeably greasy.
5. Clean greasy pan bottoms as well as the insides. If a grease film remains, the
bottom will blacken when the pan is used again.
6. Nonstick finishes on pans need a thorough cleaning to retain nonstick
performance. Use a plastic mesh scouring pad designed for cleaning nonstick
surfaces or a "light duty" plastic-coated sponge, or sprinkle baking soda on the
HM112 Module 139
 bottom of the pan. Use plenty of hot water and detergent to remove any greasy
film.
7. Oven-glass casseroles and dishes can show cloudy areas even when clean. This is
usually a food film of protein origin (milk, cheese, egg, meat juice). Rubbing with a
sponge or cloth and white vinegar will usually remove the film.
8. Careful dishpan practices can help home sanitation, and clean dishes are seldom
the carriers of disease organisms do follow doctor's advice. A 5-minute soak (after
washing) in a solution of 1 tablespoon (15 ml) liquid household (sodium
hypochlorite) bleach to 1 gallon (3.8 L) of water should kill household germs. This
method is not recommended for silver flatware which may tarnish.

CAUTION: Because of the variety of ingredients in hand dishwashing detergents, check

with the detergent manufacturer before mixing sodium hypochlorite bleach and hand
dishwashing detergents. Some formulations contain ingredients that are incompatible
with the bleach and hazardous gases may be released.

HM112 Module 140

Name: __________________________________ Section: ________
Date: _______________ Rating: ____________
Assessment
Answer Sheet
1. __________________________________________________
2. __________________________________________________
3. __________________________________________________
4. __________________________________________________
5. __________________________________________________
6. __________________________________________________
7. __________________________________________________
8. __________________________________________________
9. __________________________________________________
10. __________________________________________________
11. __________________________________________________
12. __________________________________________________
13. __________________________________________________
14. __________________________________________________
15. __________________________________________________
16. __________________________________________________
17. __________________________________________________
18. __________________________________________________
19. __________________________________________________
20. __________________________________________________
21. __________________________________________________
22. __________________________________________________
23. __________________________________________________
24. __________________________________________________
25. __________________________________________________

HM112 Module 141

JOB DESCRIPTION OF THE FOOD AND BEVERAGE SERVICE
ATTENDANT

JOB TITLE : Food and Beverage Service Attendant

PLACE OF WORK : Restaurant
GENERAL DUTIES : To work in the assigned station and keep up the
standard of service and cleanliness of the restaurant.
HOURS OF WORK : According to the schedule of duty.
RESPONSIBLE TO : Captain/ Hostess
RESPONSIBLE FOR : Busboy

MAIN DUTIES : 1. Take and serve food and beverage orders.

2. Keep up the standard of the service.
3. To report any incident to the captain waiter.
4. To change the linen.
5. To set up the restaurant.
6. Collection of storeroom requisition.
7. Any other duties assigned by the Manager.

ACTIVITY

Using the menu listed below set up the table and serve the guest. After serving the
guest, present the bill and reset the table for the next guest.

Appetizer : Oyster in Asian Style

Soup : Cream of Asparagus
Salad : Tossed Green Salad with Thousand
Island Dressing

HM112 Module 142

 Main course : Pork Belly in Apple Sauce

Dessert : Hummingbird Cake

Beverages : Coffee
Wine
Water

Trainee’s name:

Trainer’s name:

Demonstration: Providing Food and Beverage Services

Qualification: Food and Beverage Services NC II

Date of assessment:

Time of assessment:

Instructions for demonstration

Given the necessary materials, tools and equipment, the trainee must be able to provide food and beverage
service to guest.

HM112 Module 143

Materials and equipment (Please refer to the Module)

P to show if evidence is demonstrated

During the demonstration of skills, did the trainee: Yes No N/A

1. Greet the guest - acknowledge the arrival of the guest* o o

2. Determine the status of the guest / Suggest a proper table o o
3. Escort the guest to the preferred/reserved table. o o
4. Assist the guest in seating (pull the chair gently and push back
o o
carefully).
5. Unfold the napkin and placed on the guest’s lap. o o
6. Pour water properly on the water goblet. o o
7. Present the menu on the proper side – open and present smartly. o o
8. Give time for the guest to choose items from the menu. o o
9. Apply suggestive selling techniques. o o
10. Take orders in proper sequence. o o
11. Repeat the orders. o o
12. Serve the beverages properly. o o
13. Rectify the set up according to orders. o o
14. Serve foods properly. o o
15. Ask guest for additional orders. o o
16. Clear tools and utensils as needed. o o
17. Present the bill correctly. o o
18. Assist the departing guest. o o

The trainee’s demonstration was:

Satisfactory q Not Satisfactory q

HM112 Module 144

INFORMATION SHEET

Clearing service equipment

After the operation, service equipment has to be in proper place. In arranging them, the
following points will be helpful:

1. Keep similar items together like table numbers, menus, salt and pepper shakers,
and sugar bowl and creamer jug.
2. Place all soiled linen according to their uses, napkin, table cloth and service cloths
for instance.
3. Empty ashtray for washing
4. Scrape off food particles, sort and throw away other rubbish before leaving items at
the washing area to avoid damage to waste disposal machine in case cutlery or
paper are mixed with the rubbish.
5. Put saucers and plates in their own neat piles. Cups should be put together.
6. Wipe jars and other bottles or containers of condiments
7. Return bread rolls to the kitchen. Keep it covered to avoid flies and other insects.

Other equipment

1. Turn off cupboards, plate warmers, hot plates, refrigerated units, drinks chillers and
urns when not in use.
2. Wipe down surfaces and wash out food containers.
3. Leave hot equipment to cool before cleaning.
4. Wipe down trolleys.
5. Keep unused cutlery or tools on the store room or side station.
6. Sanitize tables and chairs then reset the table. In some restaurant, after cleaning the
tables, they usually set them up for the next day operation. Follow your
establishment’s procedure.
7. Sanitize waiter’s station.

HM112 Module 145

 JOB SHEET

JOB TITLE: Providing Food and Beverage Service

UNIT: Provide Food and Beverage Service

READING: FBS CBLM

OBJECTIVES: The trainee will perform the activity, using the tools,
materials and equipment provided below following
the prescribed procedures of service.

LABORATORY WORK: Materials Required:

Chairs and table

Tools & Equipment Required:

Menu book Chinaware
Glassware
order pad / palm tap
Hollowware
Ball pen Condiments
Linen
Silverware

Procedures:

1. Greet the guest

2. Determine the status of the guest
3. Escort the guest to the table.
4. Assist the guest in seating
5. Unfold the napkin and place on the guest’s lap.
6. Pour water properly in the water goblet.

HM112 Module 146

 7. Present the menu
8. Give time for the guest to choose items from the menu.
9. Apply suggestive selling techniques.
10.Take orders in proper sequence.
11.Repeat the orders.
12.Serve the beverage order properly.
13.Rectify the set up according to orders.
14.Serve food orders properly.
15.Ask guest for additional orders.
16.Clear tools and utensils as needed.
17.Present the bill correctly.
18.Assist the departing guest.

EVALUATION: Trainer examination and inspection, using the

following criteria:
1. All steps were completed in the correct
sequence
2. All safety precautions and sanitation practices
were followed in using the tools and
equipment.

HM112 Module 147

ACTIVITY : Providing Food and Beverage Service

Performace Criteria

Did the trainee? COMPETENT NOT

COMPETENT
1. Demonstrates ability to provide complete
service within a restaurant in accordance
with established systems and procedures
2. Interacts positively with customers
3. Monitors the service process
4. Identifies OH&S requirements and
demonstrated safe practices

Signature of the trainee: ____________________ Date of assessment : ______________

Trainer’s signature : ______________________

HM112 Module 148

INFORMATION SHEET

Preparing an Operation’s Report

LOST TOOLS/ITEMS

Lost items and tools have to be reported to the immediate superior. Accomplish a form for
lost item.

LOGBOOK

A summary of the operation has to be accomplished after each day’s operation. A normal
report includes: date, reporting time (if per shift schedule), staff on duty, staff off duty,
summary of the operation (usually includes unusual events happened and the course of
action taken), sometimes includes the daily sales or number of guests served, time ended
and the signature of the person who made the report

The logbook will be submitted to the Manager’s office for checking. At the start of the
operation, the logbook will be viewed by the manager to check the previous operation.

Sample format of a daily operation report: (Water Hazard Bar Lounge, Warren Golf &
Country Club, Singapore)

Date: _________________________
Time: _________________________

Staff on Duty:
1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________

Staff off duty:

HM112 Module 149

 1. _________________________________________
2. _______________________________________

Summary of the operation:

________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Sales Report:
Food S$ _____________
Beverage _____________
Room Rentals _____________
Others _____________

TOTAL SALES S$ ____________

Time ended: ________________________________

___________________________________________
Name of the Person who made the report and signature

ACTIVITY : Writing a summary of operation

Date: _________________________
Time: _________________________

Staff on Duty:
1. ______________________________________
HM112 Module 150
 2. ______________________________________
3. ______________________________________
5. ______________________________________

Staff off duty:

1. _________________________________________
2. _________________________________________
3. _________________________________________

Summary of the operation:

________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Sales Report:
Food P _____________
Beverage _____________
Room Rentals _____________
Others _____________

TOTAL SALES P ____________

Time ended: ________________________________

___________________________________________
Name of the Person who made the report and signature

HM112 Module 151

Self-Check

A. Match the cutlery names on the right to the correct shadow of the item
of cutlery on the left.

General Range Name Choices

1. A. Oyster Fork

2. B. Butter Knife

3. C. Cocktail Fork

4. D. Tea Spoon

5. E. Dinner Knife

6. F. Coffee Spoon

7. G. Soup Spoon

8. H. Dinner Fork

I. Fish Knife
9.

J. Dessert Fork
10.

11. K. Fish Fork

12. L. Salad Knife

HM112 Module 152

13. M. Dessert Spoon

B. Match Column A with Column B

1. Dinner plate A. 12” diameter

2. Salad plate B. 6” diameter
3. Show/base plate C. 7” diameter
4. Fish plate D. 10” diameter
5. Dessert plate E. 8” diameter

F. 8” – 8.5” diameter

C. Restaurant Service – Quiz

Select the correct answer from the choices available.

1. The main features of a table d'hôte menu are?

a. An Extensive list of dishes - individually priced
b. Limited choice of dishes - individually priced
c. Limited choice of dishes - set price
d. Extensive list of dishes - set price
2. When serving dessert, which of the following is the correct cover?
a. Cocktail spoon and fork
b. Dessert spoon
c. Entree knife and fork
d. Dessert spoon and fork
3. Spaghetti Marinara would have a:
a. Rich meat sauce
b. Hot tomato sauce
c. Seafood sauce
d. Bacon, onion and cream sauce
4. A mocha flavored dessert would be:

HM112 Module 153

 a. Coffee and wattle seed
b. Hazelnut and coffee
c. Chocolate and coffee
d. Custard and chocolate
5. When processing a cash payment for a customer, you should:
a. Return the change immediately
b. Ask if the change is a tip
c. Assume the change is a tip
d. Wait for the customer to ask for the change
6. What is the first step of greeting a guest on arrival at the restaurant?
a. Guest acknowledge
b. Escort the guest to table
c. Offer a pre meal drink
d. Obtain guests name and reservation
7. Suggestive selling is the process of:
a. Selling a suggestion to another person
b. Selling someone an unwanted product and/or service
c. Selling a product to an overseas visitor
d. Selling an additional product and/or service in a restaurant
8. If a customer ordered a steak medium rare, they would expect it to have a:
a. Hot pink centre
b. Warm red centre
c. Cool red centre
d. Warm pink centre
9. What are the duties of the Sommelier?
a. Liaise with the Chef
b. Greet and seat guests
c. Serve alcohol & non-alcoholic drinks
d. Prepares food at the guest table

HM112 Module 154

 10. The recommended aisle space to allow comfort, privacy and movement around the
dining area in a restaurant is?
a. 50 cms
b. 90 cms
c. 110 cms
d. 70 cms

ANSWERS TO SELF-CHECK

ANSWER
A. ANSWER
1. E
2. H B.
3. L
4. J 1. D
5. I
6. K 2. F
7. C
8. A 3. A
9. M
10. G 4. E
11. D
12. F 5. C
13. B

C. Restaurant Service - Quiz Answers

1. The main features of a table d'hôte menu are? (d. Extensive list of dishes - set
price)

HM112 Module 155

 2. When serving dessert, which of the following is the correct cover? (d. Dessert
spoon and fork )
3. Spaghetti Marinara would have a: (c. Seafood sauce)
4. A mocha flavored dessert would be: (c. Chocolate and coffee)
5. When processing a cash payment for a customer, you should: (c. Return the change
immediately)
6. What is the first step of greeting a guest on arrival at the restaurant? (a. Guest
acknowledge)
7. Suggestive selling is the process of: (d. Selling an additional product and/or service
in a restaurant)
8. If a customer ordered a steak medium rare, they would expect it to have a: (d.
Warm pink centre)
9. What are the duties of the Sommelier? (Serve alcohol & non-alcoholic drinks)
10. The recommended aisle space to allow comfort, privacy and movement around the
dining area in a restaurant is? (b. 90 cms)

HM112 Module 156

DEFINITION OF TERMS

1. BUSBOY - refers to the dining room helper and runner, title given to a Food
and Beverage Service Attendant, National Certificate I

2. BUSSED OUT - taking out soiled plates/dishes from the dining area to
dishwashing area

3. CAPTAIN FOOD AND BEVERAGE SERVICE ATTENDANT - refers to

the supervisor of The Food and Beverage Service Attendant, also refers to Food and
Beverage Service Attendant, National Certificate Level I.

4. COMMIS - refers to the category according to the extent of difficulty and complexity
of skills and knowledge required for the job.

5. DISH OUT - food taken from the kitchen to the dining area

6. FLAMBE’ - flamed with spirit or liqueur

7. FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the

workers assigned in the service of food and beverage to the guests, also known as
waiter.

8. GARNISH - an ingredient which decorates, accompanies or completes a dish. Many

dishes are identified by the name of their garnishes

9. HIGHBALL DRINK - is a tall drink consisting of a shot of specified spirit with

mixers such as sodas, water, etc. serve with cube ice in a highball glass

10. MENU - a list in specific order of the dishes to be served at a given meal

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11. MISE EN PLACE - French term for having all ingredients in ready to use
Preparation before service

12. PRE-DINNER - short mixed drinks that are basically dry in taste and are usually
served before a meal to wet the appetite

13. TABLEWARE - is a term recognized as embracing all items of flatware, cutlery,

hollowware

14. FLATWARE - it denotes all forms of spoons and forks

15. CUTLERY – refers to knives and other cutting implements

16. HOLLOWWARE – consists of any item made from silver e.g. teapots, milk jugs,
sugar, basins, oval flats

17. SILVERWARE - tableware made of solid silver, silver gilt or silver metal. Silver
plate made from single strip of plated metal

28. TABLE NAPKIN - an individual piece of linen which is used to protect the clothing
or wipe the mouth during a meal.
Other Terms Used :
A. Captain Waiter – Chef de Etage
B. Chef – a person who prepares food as an occupation in restaurant, private house,
hotel
C. Dining Room Attendant – Commis de Rang (busboy)
D. Director of Service – Chef de Service
E. Head Waiter – Chef de Salle
F. Waiter – Chef de Rang/Demi Chef de Rang
G. Wine Steward – Chef de Vin/Chef Sommelier

HM112 Module 158

UNIT OF COMPETENCY : PROVIDE ROOM SERVICE

MODULE TITLE : PROVIDING ROOM SERVICE

Introduction : This unit deals with the knowledge

and skills required in the provision of food and beverage service particularly in the guest
room of a commercial accommodation establishment.

SUMMARY OF LERANING OUTCOMES:

1 Take and process room service orders
2 Set up trays and trolleys
3 Present and serve food and beverage orders to guests
4 Present room service account
5 Clear away room service equipment.

ASSESSMENT CRITERIA:
1.1 Telephone call is answered promptly and courteously in accordance with customer
service standards.
1.2 Guests’ name is checked and used throughout the interaction
1.3 Details of orders are clarified, repeated and checked with guests for accuracy
1.4 Suggestive selling techniques are used.
1.5 Guests are advised of approximate time of delivery
1.6 Relevant information are recorded and checked in accordance with
establishment policy and procedures
1.7 Room service orders received from doorknob dockets are interpreted accurately.
Orders are promptly transferred and relayed to appropriate location for preparation.
2.1 Room service equipment and supplies are prepared in accordance with
establishment procedures.
2.2 Proper room service equipment and supplies are selected and checked for
cleanliness and condition.
2.3 Trays and trolleys are set up keeping in mind balance, safety and attractiveness.
2.4 Room service trays or trolleys are set up according to the food and
beverage ordered
2.5 Orders are checked before leaving the kitchen for delivery.
2.6 Food items are covered during transportation to the room.
Food orders are delivered on the time desired by the guest.
3.1 The guest’s name is verified on the bill before announcing the staff’s presence
outside the door.
3.2 Guests are greeted politely in accordance with the with establishment’s service
procedures.
3.3 Guests are asked where they want the tray or trolley positioned.
Service is fast and discrete
HM112 Module 159
4.1 Guests’ accounts are checked for accuracy and presented in accordance with
establishment procedures
4.2 Cash payments are acknowledged and then presented to the cashier for processing
in accordance with establishment guidelines
For charge accounts, guests are asked to sign the bills.
5.1 Procedure to take away the tray or trolley when the guests have finished their meal is
explained.
5.2 Floors are checked and cleared in accordance with establishment policy and
guidelines.
5.3 Dirty trays are cleared in accordance with the establishment’s procedure.
Trays and trolleys are cleaned and returned to the room service area.

LEARNING EXPERIENCES

Learning Activities Special Instructions

LEARNING ACTIVITY
Familiarize in the different room service Refer to the information sheet.
tools and equipment

LEARNING ACTIVITY

Taking orders through telephone Refer to the Operation sheet.

LEARNING ACTIVITY

Prepare mise en place for room service.
Given the preferred menu by the guest, set
up the mise en place.
LEARNING ACTIVITY
Allocate time and give specific instruction on
how to assemble orders on the tray or trolley
Allocate time and give specific instruction on
how to deliver the food service tray or trolley
to the guest room.

HM112 Module 160

Deliver the room service order. Transfer the
food from the kitchen to the guest room.

LEARNING ACTIVITY Allocate time and give specific instruction in

collecting soiled dishes from the guest room.
Clear the soiled dishes

LEARNING ACTIVITY Check the performance base on the job

Actual demonstration: Providing Room sheet. Accomplish the given checklist.
Service

HM112 Module 161

INFORMATION SHEET

General Room Service Tools and Equipment

Room service trolley is use to deliver large orders to the guest room.

Service tray is generally use to deliver limited room service orders.

Bar tray or beverage tray is use to deliver beverage orders to the guest room.

HM112 Module 162

Tools

Coffee/Tea pot
Plate Cover
Chinaware
Glass ware
Cutlery

PROVIDING ROOM SERVICE

Providing room service is a task of serving food and beverage to the guest in his/her room.

Room Service Menu

Room service menus consisting ala carte items are posted right
each guest room as reference for the guests in making a
selection. The guest usually calls to order.

Other hotels use the doorknob menus for breakfast orders. It is

placed inside each room and guest accomplished it indicating the time of service and hangs
it on the doorknob.

Sample doorknob menu

HM112 Module 163

Taking Orders through Telephone

In taking guest orders through telephone basic rules should be applied strictly. Telephone
call should be answered immediately, ideally after two rings. A pleasant greeting is expected
especially in the morning to brighten up the guest’s atmosphere.

ACTIVITY NUMBER : Familiarize with the different room service tools and
equipment.

TASK Satisfactory Not Satisfactory

Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7

Competent : _______ Date of assessment: ____________________

Not Competent: _____ Trainee signature: ______________________

HM112 Module 164

OPERATION SHEET

OPERATION TITLE: Taking Orders Through Telephone

PURPOSE : Take guest orders from their guestroom through
telephone following the prescribed procedure.
CONDITIONS OR The simulation area or work place should be ready
SITUATIONS FOR THE and conducive for the activity.
OPERATION:
EQUIPMENT, TOOLS AND Telephone, room service menu, order pad/slip,
MATERIALS: ball pen

PROCEDURE: 1. 1. Answer the telephone with an appropriate

greeting. If you are busy when the phone rings, stop
and answer the phone after two rings. (Thank you
for calling room service department, this is Orland
how may I help you?)
2. 2. Allow the caller to say what he/she would like.
(Listen to the guest attentively)
3. 3. Get the guest name and room number. (May I
have your name and room number?) Use the name
of the guest all throughout the conversation.
4. 4. Write down orders in the order pad/slip. Suggest
and promote appropriate dishes and drinks. (May I
suggest a cup of freshly brewed coffee for you
breakfast Mr. Carlisle?)
5. 5. Repeat the order, guest name and room number.
(May I repeat the details of your order Mr. Carlisle,
you ordered American Breakfast with a choices of

HM112 Module 165

 Bacon with Scrambled egg and a freshly brewed
coffee. This will be served to your room Mr.
Carlisle, Room 89. Did I get it right Mr. Carlisle?)
6. 6. Thank the guest and inform him/her about the
estimated time when the order will be delivered.
(Thank you for calling room service department
Mr. Carlisle, your order will be served in 10
minutes).
7. 7. Forward the guest order to the preparation area.
(Be sure the specifications of the guest order are
clearly explained to the cook)

PRECAUTIONS: Item 86 should be determined.

QUALITY 1. Telephone call is promptly and courteously attended to
CRITERIA: in accordance with customer service standards.
2. Guests’ names are checked and used throughout the
interaction.
3. Details of orders are clarified, repeated and checked
with guests for accuracy.
4. Suggestive selling techniques are used when
appropriate.
5. Guests are advised of approximate time of delivery.
6. Room service orders are recorded and relevant

HM112 Module 166

 information is checked in accordance with
establishment policy and procedures.
7. Room service orders received from doorknob dockets
are interpreted.
8. Orders are promptly transferred to appropriate location
for preparation.

ACTIVITY NUMBER : Taking orders through telephone.

TASK Satisfactory Not Satisfactory
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7

Competent : _______ Date of assessment: ____________________

Not Competent: _____ Trainee signature: ______________________

HM112 Module 167

INFORMATION SHEET

PREPARING A MISE EN PLACE

A. Assemble the order

1. Prepare necessary cutleries based on the order.
2. Place them on the trolley or tray
a. If guest ordered beverages, used bar tray to serve them.
b. For cocktails be sure stirrer is provided
c. If wine, use wine basket (red wine) or wine bucket (white wine).
d. Be sure to cover the food orders.
B. Fill out the control sheet to monitor the movement of tools and equipment (see
sample below)
FOOD AND BEVERAGE SERVICE DEPARTMENT
ROOM SERVICE CONTROL SHEET

Date: _________________

ROOM GUEST ORDER EQUIPMENT TIME OF TIME WAITER REMARKS

NUMBER NAME SUPPLIES DELIVERY OF
DELIVERED PICK
TO ROOM UP

Guest signature: _______________________

HM112 Module 168

 C. Pick up the food from the kitchen
D. The captain checks the mise en place
E. Prepare the bill (don’t forget to bring it together with the food).
F. Deliver the order

MISE EN PLACE FOR BREAKFAST

Use a regular service tray for serving breakfast. Cover it with a clean cloth.

FOR CONTINENTAL BREAKFAST

1 breakfast plate
1 warm cup
1 cup and saucer
1 spoon for the jam or marmalade
1 glass for ice water (filled ¾ to avoid spills)
1 salt and pepper
1 coffee, sugar and cream
1 napkin
1 dessert plate
Plate cover

Continental breakfast usually consists of coffee, butter, bread and rolls and jam.

FOR AMERICAN BREAKFAST

1 set fork and knife

1 spoon for boiled egg
1 Salt and pepper
Plate Cover
HM112 Module 169
 * Beverage is served upon order

ACTIVITY NUMBERTHREE : Preparing mise en place

TASK Satisfactory Not Satisfactory

Step A
Step B
Step C
Step D
Step E
Step F

Competent : _______ Date of assessment: ____________________

Not Competent: _____ Trainee signature: _____________________

HM112 Module 170

 OPERATION SHEET

OPERATION DELIVERING THE ROOM SERVICE ORDERS

TITLE:
PURPOSE: Deliver the room service orders following the prescribed
procedure to ensure prompt and effective food and beverage
service.

CONDITIONS The simulation area or work place should be ready and

OR conducive for the activity.
SITUATIONS
FOR THE
OPERATION:

EQUIPMENT, Accomplished order pad/slip, ball pen, bill and bill tray/folder,
TOOLS AND room service control sheet, cutleries, chinaware, glassware,
MATERIALS: linen, flower vase, tray or trolley

HM112 Module 171

 STEP 1. Collect the room service orders from the preparation
PROCEDURE:
area. Be sure the order is checked. Proper temperature,
condiments, accompaniments are checked and complete tools
are prepared.

Using a tray

Using a trolley

STEP 2. Deliver the order to the guest room. Knock three

times at the door and announce “Room service!” If there is a
door bell, activate the doorbell and announce “Room service!”

STEP 3. If the door is open,

greet the guest and present the
room service order. “Good
morning Mr. Carlisle, here is
your room service order, May
I come in?”

STEP 4. Once inside the room, leave the door opened unless
HM112 Module 172
 the guest tells you to close it.

Ask the guest if you should leave the orders on the trolley or to
be arranged on the table. (Mr.
Carlisle would you like me to
set up your food on the table or
I will just leave it on the
trolley?)

STEP 4. Present the bill, it

should be in the bill folder or bill tray. Before you present the
bill asks “Is there anything else I can do for you?” “Would you
like me to open the curtain to brighten up your room?”

STEP 5. Get the payment. “Here is your bill Mr. Carlisle,

kindly sign it. This will be charged to your account” (If the
guest has signing privilege). If the guest has no signing privilege,
collect the payment and mention the amount. “ I received P 1,
000.00 Mr. Carlisle, I will be coming back for your change”

STEP 6. Present the ROOM SERVICE CONTROL SHEET

the guest signature. “Mr. Carlisle, kindly sign the room service
control sheet. Thank you”

STEP 7. Ask the guest when you would come back to clear the
soiled dishes. “Mr. Carlisle, when do you want me to come
back to collect the soiled dishes?”

STEP 8. Wish the guest with an enjoying meal “Thank you for
calling room service department Mr. Carlisle, enjoy your meal!
Please don’t hesitate to inform us if you need anything”.
HM112 Module 173
 STEP 9. Thank the guest and bid goodbye. You may say:
“Have a pleasant stay in our hotel!”

PRECAUTIONS: Double check the guest name and room number and
orders before the delivery.

QUALITY 8.1 Food items and beverages are promptly collected

CRITERIA: based on establishment procedures.
8.2 Orders are checked before leaving the kitchen for
delivery.
8.3 Entry to guests’ rooms is requested by knocking
firmly on the door in accordance with
establishment service standards.
8.4 Entered guests’ rooms upon appropriate response
from guests and greeted them politely in
accordance with establishment service standards.
8.5 Preferences for positioning of trays or trolleys in
the room are consulted with guests in accordance
with establishment procedures.
8.6 Positioned furniture correctly where required.
8.7 Meals are offered to guests where appropriate in
accordance with establishment policy.
HM112 Module 174
 8.8 Meals and beverages are served and placed
correctly in accordance with establishment
procedures.
8.9 Guests’ accounts are checked for accuracy and
presented in accordance with establishment
procedures.
8.10 Cash payments are presented to the cashier for
processing in accordance with establishment
guidelines.
8.11 Charge accounts are presented to guests for signing
based on establishment policy and procedures.

ACTIVITY NUMBER
Delivering order to the guest room
TASK Satisfactory Not Satisfactory
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9

Competent : _______ Date of assessment: ____________________

Not Competent: _____ Trainee signature: ______________________

HM112 Module 175

OPERATION SHEET

OPERATION Clearing Room Service Orders

TITLE:
PURPOSE: Clearing room service orders following the prescribed
procedure to ensure prompt and effective food and
beverage service.
CONDITIONS The simulation area or work place should be ready and
OR conducive for the activity.
SITUATIONS
FOR THE
OPERATION:
EQUIPMENT, ball pen, bill and bill tray/folder, room service control
TOOLS AND sheet, cutleries, chinaware, glassware, linen, flower vase, tray
MATERIALS: or trolley

PROCEDURE: 1. Clear the soiled dishes from the room. If the

necessary bring a tray or trolley.

2. Knock three times at the door and announce

“Room service!”

3. Once the guest opened the door, inform

him/her that you are going to clear the soiled
dishes. “Good morning Mr. Carlisle, I’m
here to collect the soiled dishes, May I come
in?”

HM112 Module 176

 4. Check the used tools using the room service
control sheet. If there are missing tools, try to
locate them and if these cannot be found,
inform the guest tactfully. “I’m sorry Mr.
Carlisle, there is a missing cutlery”.

5. Wish the guest with an enjoyable stay

“Thank you for calling room service
department Mr. Carlisle, enjoy your stay!
Please don’t hesitate to inform us if you need
anything”.

6. Leave the room. Check soiled dishes along

the hallway on your way to the pantry area. If
there are collected soiled dishes from
different rooms, document them by updating
the room service control sheet to be found in
the room service department.

7. Report recovered and un-recovered items to

the captain.

PRECAUTIONS: Item 86 should be determined.

QUALITY 1. Floors are checked and cleared in accordance

CRITERIA: with establishment policy and guidelines.
2. Trays and trolleys are returned to the room
service area are dismantled and cleaned in
accordance with establishment procedures.

HM112 Module 177

 3. Food, beverage and equipment are re-stocked in
accordance with establishment policy.

INSTRUCTION SHEET : CLEARING PROCEDURES

ACTIVITY NUMBER
Clearing the guestroom

TASK Satisfactory Not Satisfactory

Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7

Competent : _______ Date of assessment: ____________________

Not Competent: _____ Trainee signature: ______________________

HM112 Module 178

Self Check

1. What is the first step in providing room service?

A. Prepare mise en place
B. Knock at the guest room door
C. Announce room service
D. Take guest order
2. It breakfast that usually contains bread rolls and a hot chocolate or coffee.
A. American Breakfast
B. Country Breakfast
C. Continental Breakfast
D. Filipino Breakfast
3. When are you going to present the bill?
A. As soon as the guest open the door
B. When the guest ask for it
C. After setting up the meal
D. When you will clear the soiled dishes
4. What is the menu that is found inside the room where guest could choose food or
drinks with individual price?
A. Table d’hote
B. A la Carte
C. Doorknob menu
D. Breakfast menu
HM112 Module 179
 5. What is the menu that usually hangs by the guest at the door when they would like
to order?
A. Table d’hote
B. A la Carte
C. Doorknob menu
D. Breakfast menu

ANSWER KEY

1. D
2. C
3. C
4. C
5. C

HM112 Module 180

 JOB TITLE: Providing Room Service

UNIT: Provide Room Service

READING: FBS CBLM

OBJECTIVES: The trainee will perform the activity, using the tools,
materials and equipment provided below following the
prescribed procedures of service.
LABORATORY Materials & Equipment Required:
WORK: Telephone
Room Service Trolley
Tray
Tray Stand (optional)
Tools Required:
Room Service Menu Silverware
Chinaware
Order pad / slip Glassware
Hollowware
Bill tray / tray Condiments
Official Receipt Linen
Ball pen

Procedures:

1. Prepare general room service equipment for use and

HM112 Module 181

 check for cleanliness and stability
2. Set-up (depending on meal period) trays and trolleys in
accordance with hotel standards
3. Interpret correctly (time, quantity of orders, meals
specifications, room number, etc) room service orders if
information is right
4. Answer telephone call promptly and courteously, check
guest’s name and use it throughout the conversation
5. Clarify details of orders, check with the guest for accuracy
and relay it to the kitchen staff
6. Use suggestive selling techniques and advice guest for
approximate time of delivery
7. Report room service orders accurately and check the
information (name of waiter, menu choices, approximate
time of delivery, etc)
8. Transfer orders promptly to the appropriate kitchen
location for preparation.
9. Collect all foods and beverage promptly and in the right
order
10. Check orders before leaving the kitchen
11. Request entry to guest room by knocking firmly at the door
announcing the department where you belong
12. Enter guest’s room with permission and greet him/her
politely
13. Consult guest about their preferences on where trays and
trolleys should be placed and advise them of any potential
hazards.
14. Serve meal correctly and give information about the
food/meal served.
15. Check bills for accuracy before leaving the counter.

HM112 Module 182

 16. Present bills to the guest in accordance with hotel standards.
17. Check and clear floors promptly for the use of room service
trolleys and trays.
18. Return trays and room service trolleys to the pantry and
clear soiled dishes, trays and trolleys

EVALUATION: Trainer examination and inspection, using the

following criteria:
3. All steps were completed in the correct
sequence
4. All safety precautions and sanitation practices
were followed in using the tools and
equipment.

ACTIVITY NUMBER
Perform the task “Providing Room Service”

TASK Satisfactory Not Satisfactory

Procedure 1
Procedure 2
Procedure 3
Procedure 4
Procedure 5
Procedure 6
HM112 Module 183
Procedure 7
Procedure 8
Procedure 9
Procedure 10
Procedure 11
Procedure 12
Procedure 13
Procedure 14
Procedure 15
Procedure 16
Procedure 17
Procedure 18

Competent : _______ Date of assessment: ____________________

Not Competent: _____ Trainee signature: ______________________

HM112 Module 184

UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST
CONCERNS

MODULE TITLE : RECEIVING AND HANDLING GUEST

CONCERNS

INTRODUCTION : This unit deals with the knowledge and skills required
in receiving and handling guest complaints.

SUMMARY OF LEARNING OUTCOMES:

1 Listen to the complaint

2 Apologize to the guest
3 Take proper action on the complaint
4 Record complaint

ASSESSMENT CRITERIA:

1. The entire story or issue of concern is obtained from the guest without
interruption.
2. Details of the guest complaint or concern are noted.
3. Full attention is given to the complaining guest.
4. Guest complaint is paraphrased to determine if the concern is correctly
understood.
5. Sincere apology is offered for the disservice.
6. Empathy is shown to the guest to show genuine concern and consideration.
7. Excuses or blaming others are avoided.
8. Gratitude is expressed to the guest for bringing the matter up for attention.
9. Appropriate action is taken regarding guest’s concerns
10. The right person or department who can solve the problem is informed for
proper action.
11. Difficult situations or serious concerns are elevated or referred to higher
authority.
12. Follow up on the problem to check whether it solved or not.
13. Complaints are documented according to the establishment standard procedures.
14. Persons concerned are recognized and actions taken are recorded.
15. Feedback received from guests is logged and collated.

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LEARNING ACTIVITY
Read and analyze the story about
Dealing with the guest’s “the waiter’s nightmare”.
complaints properly.

INFORMATION SHEET

RECEIVING AND HANDLING GUEST CONCERNS

Listen- Listen to what the customer has to say. Even if you can’t solve the problem, you
still need to listen. For example, perhaps a customer is displeased because there is waiting
line. Well, there isn’t much you can do about it, except let them vent.

Body Language- The way you stand and look at a customer can speak more than words.
Maintain eye contact and don’t cross your arms over your chest, if you are feeling
defensive.

Avoid the urge to roll your eyes, if you are feeling exasperated. Instead, nod and smile, no
matter how irritated you may feel. This shows you value their opinion and their business.

Apologize- Remember that customer who was so upset over the long waiting line? Offer
an apology. “I understand that you are not happy about the wait, sir, but we are working as
fast as we can to get you a table. We really appreciate your patience and willingness to wait.
Perhaps you would like to have a drink at the bar until your table is ready.” You
demonstrate that you completely understand their frustration and are working diligently on
a solution.

Freebies- If a customer has problem that could have been prevented, such as an
overcooked steak or a snippy server, then the best route to take is to apologize and an offer
them some sort of compensation. Here are some quick freebies that you can give
customers that won’t cost you much money, but will go a long way to assure future
business:
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• Free round of drinks
• Free dessert
• Gift certificate for a future visit
• Merchandise, such as a beer glass or t-shirt
• Take a certain percent off their meal

Occasionally you will have a truly angry customer (perhaps justified, perhaps not) who
declares “I’m never coming back!” Well, if that is the case there probably isn’t any freebies
you can offer to change their mind. Calmly assure the customer you understand their
frustration, and offer an apology (again) and let them know if they change their mind you
would love to see them again. By sending them off on a courteous note, there is a very
good chance, once their anger has cooled, they will try your restaurant again.

Read more about training your restaurant staff to effectively handle customer complaints.

Retrieved from http://restaurants.about.com/od/customerservice/a/customers.htm on May

26, 2015

INFORMATION SHEET

Three Simple Steps for Great Customer Service

1. Your Restaurant Staff

The first step in great customer service is your restaurant staff. A well trained front
of house staff will keep customers happy and coming back for more. Not just anyone can
wait tables or tend bar. Good wait staff are among the most talented people out there. They
are friendly, but not annoying. They can multitask, but still give customers their undivided
attention.

2. Customer Complaints

The next step in great customer service is how you handle customer complaints.
No matter how hard you try, things are bound to go wrong once in a while. Food gets
burned, orders get forgotten in the middle of a dinner rush, or new servers simply forget all

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their training. No matter the reason for the complaint, the important thing is to try and
please the customer. You should acknowledge that yes, there was a problem, but it is not
what they should expect from your restaurant. Read on for tips on how to handle common
customer complaints.

3. Show Your Customer Appreciation

Actions speak louder than words, and that is certainly true of customer
appreciation. There are countless ways you can show your customers how much you
appreciate their business. And it doesn’t have to cost you a lot of money (or any money in
some cases). For example, personal attention, especially by the owner or manager can go a
long way in making customers feel special.

4. Be Responsible.
Responsibly serving liquor is probably the biggest way to show customers you value
them. After all, you don’t want to see a patron who’s had too much to drink get behind the
wheel of a car and hurt himself or someone else. Therefore, if you are planning on serving
liquor at your new restaurant, than you should be familiar with all your state liquor laws.
While liquor laws vary from state to state, in most cases if a person is involved in an
accident while drunk you, as the owner of the establishment that served them, may be held
liable as well. It is also important that your wait staff understand how to identify a person
who is intoxicated, so they don’t serve (or continue to serve) them. Occasionally you may
have to deal with a patron who’s more than a little tipsy. Read on about how to deal with
drunk customers.

INFORMATION SHEET

How to Deal with Drunk Customers

If you are faced with a customer who has had too much to drink, here are some tips for

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handling them:

• STOP serving them immediately. If the customer has wandered in from another
bar or restaurant, you can refuse to serve them. They may claim you’re acting
illegal, but your not. You are acting responsible.

• Offer the customer some coffee and some food, as an alternative to a drink.
• Call a cab or another ride home for the customer. Do not let them drive!

• If a customer becomes belligerent or angry, escort them outside of the restaurant

and call the police, who can look after the customer, until he or she is safe and
sober.

Retrieved from http://restaurants.about.com/od/customerservice/a/customers.htm on May

26, 2015

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ACTIVITY

Instruction: Read the story below and answer the questions at the end.

A WAITER'S NIGHTMARE

I had a group of six who had been drinking before they got to us. They were
greeted and seated and menus handed to each of them. A colleague, who had teamed up
with me for the evening, brought one order of bar-drinks to them.

I took their dinner and wine order at the same time. They ordered a bottle of Free
mark Abbey Merlot and I served the wine. None in the group wanted an appetizer or salad
as such. All they ordered was one course. They told me several times "We aren't hungry;
we have been snacking all day!" This did not bother me. I get this, on and off, that people
come in for an appetizer only, or dessert and occasionally just for drinks.

I posted their order on the pick-up-wheel in the kitchen and took care of my other
tables. Within twenty minutes their food-order was prepared and I served it. There were:
An angel hair pasta with pesto sauce, a Caesar salad, a duck salad, a cup of asparagus soup,
a shrimp cocktail and a regular tossed salad.
One of the customers ordered more wine and a round of cocktails at the same
time. I checked with these guests twice as they were eating their meal. This was nothing else
but the normal routine, to see if everything was right and according to their wishes. They
seemed to be happy with their food.

However, then, as I walked by again, one guest grabbed my arm and got all my
attention. For two reasons: One, I was carrying a tray filled with food for another table,
which I nearly dropped; Two, he didn't let go till I told him to take his hands of me. It was
the fellow who had had the duck salad.
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 He did not apologize for his rude behavior but pointed at a single little piece of
meat left on his plate. "This is no duck! That's beef!" He argued.

"This has to be a joke." I thought and, "His timing is certainly off!" But he was
serious. He was persistent and repeated the question "How come, you pass beef of as
duck?" several times in a loud voice, which drew the attention of all the surrounding tables.
I gathered "This is no joking matter anymore." I tried to get out of the by the guest
anticipated argument. Whether this tiny piece of meat came from one two legged or a four
hoofed farm animal did not even matter to me right then. What mattered was, that I did
not want to get into any argument. I said therefore, "Let me take this back to the kitchen
and check with the chef." So I did.

The talk in the kitchen was one-sided. The chef thought I was trying to pull his leg.
He told me "I do not think it is funny!" When he realized that I indeed had a guest who
insisted that the meat used in the duck salad, was beef and not duck, our chef lost his even
temper. To escape harms way and flying frying pans. I decided at once to leave the kitchen
and the infallibly all mighty chef.

At the complaining guest's table I translated the chef's words into: "I'm sorry to hear
you are unhappy. Still, the salad must have tasted good. You did eat it, all of it but one
little scrap. I checked with the chef and let me assure you we don't use substitutes. Our
duck salad is made with duck breast."

"Don't give me this b.s., that was beef and I want to know why there is beef in the
duck salad?" The customer was stubborn. To resolve the problem, which was not the salad
anymore, but to have to argue with a guest, I went one step further. "Sir if I take this salad
off your check, will this satisfy you?" I thought I heard a "Yes!"

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 So that is what I did. I took the salad in question off the guest's check. (Where I
worked at the time, we were allowed to mark items which were unsatisfactory as N/C on
the check. N/C standing for no charge. This was within the policy the guest is always right.)

I thought it was handled correctly. And therefore I was under the impression that
there would be no further problems with this table. The guests sounded happy, making
jokes and laughing. I was getting busy with other tables. Less than half an hour after I had
successfully solved the duck salad problem, at least so I thought, they called me over to
their table.

Now the same fellow who had the duck salad earlier started over again with his
earlier question: "Why did you put beef into my duck salad?" Politely I reminded the guest
that I thought we settled this. He did not want to listen. Nevertheless, he kept on telling me
and everybody who wanted to hear it all sorts of things. None had anything to do with me
or the restaurant. I noticed this fellow had enough to drink.

When he ordered another drink, I decided to serve this troublemaker no more

booze. I also went to add up this table's check. They paid up and there was no problem.

A short while later, a certain customer walked up to the bar, where the chef was
talking to the bartender. The drunk fellow did not wait but butted into the conversation.
He told the bartender to give him a drink. Then looking at the chef said, "So you are the
cook who replaced the duck with beef in my salad?" The chef was speechless first. After the
guest added, "Aren't you or who did it?" the chef was trying to defend himself. The
bartender was on the chef's side. And the guest who was feeling no pain was enjoying his
position accusing both of conspiring against him. I heard them arguing. It would have been
funny, but it was not the way the guest relationship in a fine restaurant should be. The
bartender told me to put another drink onto the guest's bill. So I advised him, "This
gentleman behaves like he had had enough to drink!"
HM112 Module 192
 I barely finished saying, what I was saying. The bartender, with a smooth backhand,
swiped the guest's glass from right in front of him. The guest looked angry at me. However,
without argument he followed my suggestion "Sir! Kindly go back to your table to your
group of people! You had enough to drink! I am sorry but we are not going to serve you
any more alcohol tonight."

The group was leaving. Five of the six were leaving. The bartender had gone to the
bathroom and returning to his bar found my guest behind his bar. Our bartender called me
to witness the situation. He was ready to get his hands on this s.o.b. and he expressed, "It
will be my pleasure to eighty-six this fellow from behind my bar!"

I cautioned the bartender not to overreact and asked him to let me deal with the
situation. With an angry voice I told my guest off: "Sir! I want you to leave this
establishment right now!"

"I want you out of this door and don't come back until you are sober!" I saw him
hesitating, so added: "If you don't go right now. I shall call the police to remove you from
our restaurant!" He looked in my direction. His face reflected surprise, recognition, and
suddenly enlightenment changed his facial impression. I knew he understood now. He
headed from behind the bar straight for the front door and out the same. He was in a great
hurry.

I knew I had handled the situation the right way. This customer, who had
interrupted the steady flow of the night's business, finally had decided to leave at once. He
had taken my advice and listened to me, so I thought. Until I turned around and saw a
smiling bartender reading the autographs on his baseball bat.

(Note: this story was taken from the internet)

HM112 Module 193

ACTIVITY

After reading the story about the waiter’s nightmare, analyze the positive and negative traits
showed by the food and beverage service attendant. Your trainer will instruct you to narrate
the story and he will ask for some explanations pertaining to the waiter’s performance.

Use the space below to write your analysis.

Strengths (positive traits of waiter)

1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________
5. ______________________________________

Weaknesses (negative traits)

1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________
5. ______________________________________

Course of Actions (areas for improvement & how to improve them)

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 1. ______________________________________

______________________________________

______________________________________

2. ______________________________________

______________________________________

______________________________________

3. ______________________________________

______________________________________

______________________________________

PERFORMACE CRITERIA CHECKLICT

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INFORMATION SHEET

Common Food Allergies

When the body's immune system reacts abnormally to something a person eats or
drinks, it's known as a food allergy. According to Food Allergy Research and Education
(FARE), it’s estimated that 15 million Americans have food allergies. Children are more
likely to experience food allergies. Approximately 1 in every 13 children in the United
States lives with food allergies.

A food allergy may affect the skin, the gastrointestinal tract, or the respiratory or
cardiovascular systems. Many types of foods can be allergens, but certain foods are much
more likely than others to trigger an allergic reaction.

According to FARE, eight foods are responsible for 90 percent of food allergies.
They are:
• cow's milk
• eggs
• peanuts
• fish
• shellfish
• tree nuts (such as cashews or walnuts)
• wheat
• soy

Symptoms of Food Allergies

Symptoms of food allergies may range from mild to severe and they may come on
suddenly or develop over several hours.
Because a person's immune system may react to a very small amount of the allergen, food
allergies are particularly dangerous and potentially life threatening, especially if breathing is

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affected. Because of this, people with asthma are at an increased risk for a fatal allergic
reaction to food.
Mild symptoms related to a food allergy may include:
• sneezing
• stuffy or runny nose
• itchy, watery eyes
• swelling
• rash
• stomach cramps
• diarrhea

Severe symptoms of an allergic reaction to food are:

• difficulty breathing, including wheezing
• swelling of the lips, tongue or throat
• hives (an itchy, blotchy and raised rash)
• dizziness or faintness
• nausea or vomiting

Milk Allergies

A milk allergy is a reaction to whey or casein, the proteins found in cow's milk. It’s
not the same as lactose intolerance. Milk allergies have been studied more than any other
food allergy.
The bad news is that children with milk allergies are much more likely to develop
allergic reactions to other foods including eggs, soy, and peanuts.
Most children with milk allergies also develop one or more other atopic diseases such as
asthma, allergic rhinitis, or eczema.

Egg Allergies

Egg allergies occur most often in children and usually resolve at a very young age.
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However some people may remain allergic to eggs for their entire lives.
A person may be allergic to a certain protein in either the yolk or the egg whites. A person
with an allergy to the egg yolk may be able to tolerate egg whites and vice versa. Some
people are allergic to both.

Peanut Allergies

Children with peanut allergies rarely grow out of their sensitivity to peanuts, so a
peanut allergy is usually a lifelong disorder. Because of this, peanut allergies are particularly
serious. Accidental exposure can occur at any time during a person's life. Though rare, a
peanut allergy may result in anaphylaxis. This is a severe allergic reaction that can restrict
breathing or cause cardiac arrest. Anaphylaxis requires immediate medical attention in the
form of a shot of epinephrine (EpiPen). A patient should be watched for several hours
after the shot to make sure symptoms don’t return.

Other Common Allergies

Less is known about soy and wheat allergies than the more common allergies
discussed above. Likewise, little is known about fish, shellfish, and tree nut allergies except
that, like a peanut allergy, they are generally lifelong disorders.

Treatment Options

As with other types of allergies, avoidance is most often the best medicine. Anyone
with a food allergy should be careful when purchasing food at a supermarket or restaurant
to make sure there are no traces of the allergen in a food or meal. Milder symptoms may
not require any treatment at all, or a simple over-the-counter antihistamine may resolve the
symptoms. For more serious allergic reactions, a doctor may prescribe steroid medications.
Steroids may have serious side effects and shouldn't be used for more than a few days at a
time.
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Retrieved from http://www.healthline.com/health/allergies/common-food-
allergies#Overview1 on May 26, 2015 (Written by Michael Kerr | Published on November 26, 2014
Medically Reviewed by George Krucik, MD, MBA on November 26, 2014 )

ACKNOWLEDGEMENTS

CONTRIBUTING INDUSTRY PROCEDURES AND OTHER

MATERIALS

Matabungkay Beach Resort and Hotel, Mr. Westin & Mr. Tobler – Philippines
Warren Golf and Country Club, Mr. Robert Tan, F&B Manager– Choa CHu Kang Way,
Singapore

Photographic locations

ISHRM School System – Cebu, Philippines

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OTHER REFERENCES

CBLM, F&B Services NCII 2006 - Mr. Orlando M. De Villa, TQ1/AQ1

Food and Drink Service, Roy Hayter
http://www.ehow.com/how_2338120_set-up-table-french-style.html
http://www.ehow.com/how_2118080_table-basic-informal-formal-dinners.html
http://www.ehow.com/how_4805654_set-up-buffet-table.html
Mary Lian’s Manual for Hotel Catering – Singapore
TESDA FBS Training Regulations

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