LESSON 1: The Food and Beverage Service

Department
Site: TESDA Online Program
Course: Introduction to Food and Beverage Service
Book: LESSON 1: The Food and Beverage Service Department
Printed by: Christian Isip
Date: Tuesday, 5 November 2019, 8:54 AM

Table of contents
 Introduction
 TOPIC 1: Types of Food and Beverage Service Establishments
 TOPIC 2: Duties and Responsibilities of a F&B Staff
 TOPIC 3: Knowing Your Role as an F&B Service Staff

Introduction
The tourism industry is one of the biggest industries worldwide contributing trillions of US dollars to the
global economy annually. From being just concerned about travel and recreation, the tourism industry has
grown into a complex network involving many other sectors. One of these is hospitality.
The goal of the hospitality industry is simple. It is to ensure that the basic lodging and food and beverage
needs of a guest are well provided. The relationship of the hospitality industry to tourism lies on the chances
that a person away from home might also need a hotel to stay at or a food establishment to eat in. Either a
person stays in the hotel or goes to a local food establishment, he/she is treated as a guest.
In the hospitality industry, guests and their satisfaction are a top priority. A big part of that satisfaction comes
from a well-delivered food experience emphasizing the importance of an effective food and beverage service.
And as the tourism industry expands its scope, so does the food and beverage service sector.
TOPIC 1: Types of Food and Beverage Service Establishments
Food and beverage service operations can be classified as either commercial or non-commercial. Commercial
food and beverage establishments include most F&B services which aim to generate profit. Meanwhile, non-
commercial food and beverage services are mainly subsidized and aim to provide welfare more than to earn
revenue.
However, different food and beverage services have their unique characteristics which can always be reflected
by their menus, services, and themes. Presented below are the most common types of food and beverage
service establishments.
Fine Dining Restaurants.These are establishments that offer very high standards in all aspects of their
operations including an extensive menu, good quality service, facilities and decor, service accompaniments
and others. Fine dining restaurants employ a well-trained and highly-skilled waitstaff.

Casual Dining Restaurant.These are food and beverage establishments that serve moderately-priced food in
casual atmosphere. Casual dining restaurants usually provide table service and comprise a market segment
between fast food and fine dining establishments.

Cafés.These are small social gathering places or shops that sell food and drinks.

Specialty Restaurant.These are dining establishments that emphasize on one particular food product or one
type of ethnic cuisine in its menu and marketing.
Bars.Bars can be individual businesses or part of a larger operation, like a restaurant. The physical set-up of
bars is critical to set the ambiance and the theme of the establishment. These establishments allow guests to
meet and socialize for both business and pleasure.

Cafeterias.These are food and beverage establishments where there is little or no table service. Cafeterias can
be a restaurant or a dining area in an institution in which guests select their food at a counter and carry it on a
tray to a table available after making payment.

Fast Food Restaurants.These are establishments offering limited choices of popular food at reasonable
prices. Fast food restaurants may be small and suited to the local area offering local delicacies while some
may be part of an international chain.

TOPIC 2: Duties and Responsibilities of a F&B Staff

The organizational structure of the food and beverage service department involves various personnel. The size
of the organization depends on the seating capacity of an establishment. Furthermore, the duties and
responsibilities of a food and beverage service staff may vary according to the operation of the establishment,
types of service and the number of staff.

As an F&B service staff, you should be familiar with these to effectively deliver the expectations of your
colleagues and the guests. Here are some of the most common job titles under the food and beverage service
division as well as their individual duties and responsibilities.

Department Manager
 Makes sure that the target revenue is reached in the specified time period.
 Oversees the purchase of materials and equipment for the department
 Coordinates with the kitchen in planning menus for various service areas

Restaurant, Bar or Outlet Manager

 Conducts inventory checking
 Purchases required stock
 Selects, supervises, trains, grooms and evaluates subordinates
 Prepares reports about the staff and sales
 Controls department expenses through staffing, budgeting, and scheduling
 Handles daily sales and coordinates with the cashiers
 Handles guest complaints and provides special requests

Room Service Staff

 Receives room service orders from guests
 Coordinates room service orders
 Prepares room service accounts prior to the delivery of the room service
 Processes room service account transactions
 Delivers room service orders and serves room service orders
 Prepares and processes room service accounts
 Fetches and maintains room service trolleys, trays, and other items

Head Waitstaff or Team Leader

 Ensures that services are carried out in accordance with prescribed standards and policies
 Assists the restaurant manager in performing his/her duties
 Handles complaints from the guests and conflicts between subordinates
 Trains and assists subordinates in performing their duties
Receptionist
 Welcomes guests and greets customers upon arrival
 Escorts the guests to their tables
 Checks the reservation of the guests
 Coordinates with the waitstaff regarding table availability and
reservation

Waitstaff
 Takes food and beverage orders
 Serves food and beverage orders properly
 Reports to the station waitstaff any notable circumstances
 Identifies opportunities for higher revenue

Busser
 Clears dishes and beverage items
 Crumbs-down tables
 Assists the waitstaff and the bartenders (bar runners) in
serving dishes
 Cleans and maintains counters and work areas
 Restocks wait stations and buffet tables
 Replaces tablecloths and returning tables to their original
position
 Keeps the restaurant area clean and safe
 Assists guests in moving tables and chairs and in setting up
highchairs

Executive Chef
 Does the planning and organizes and supervises the work of
the kitchen
 Prepares the menu in accordance with costing and catering
policies of the establishment
 Prepares reports of staffs and sales
 Controls departmental expenses through staffing, budgeting,
and scheduling
 Conducts stock-taking or inventory checking and purchases
required stock
Dishwasher
 Makes sure that kitchen equipment and utensils are clean and ready for service
 Conducts the inventory of cleaning chemicals and equipment
 Maintains cleaning equipment
 Checks dining equipment and utensils for breakages and defects
 Ensures that food scraps and kitchen wastes are disposed of well

Bar Staff
 Prepares beverages according to prescribed standards
 Conducts the inventory of bar supplies and materials
 Assists guests in choosing his/her beverage order
 are disposed of well

TOPIC 3: Knowing Your Role as an F&B Service Staff

To be able to do your duties properly, you must understand your role in the organization. Here are some ways
to help you know your duties and responsibilities as a food and beverage staff.

Organizational Structure
This refers to how members are situated in an organization. Organizational structures will not only help you
find your place in an organization but will also help you identify the chain of command and the flow of
authority in an establishment.

Contracts and Job Description

A contract is a written document that states the description of your job, the scope of your responsibilities, and
the terms of your employment. This is usually provided by your employer before you start working.

Other than your main responsibilities, there may be times when you are required to perform other side duties
as deemed necessary.

On-the-Job Training
OJT or on the job training will let you familiarize yourself with the function of each staff or each department
and the processes inside the organization through hands-on work experience. OJTs can be required for interns
or new staff and even to old staff members if a new policy or system is being implemented.

SOPs, Policies and Manuals

These are set of instructions that indicate the appropriate actions to be undertaken for any possible workplace
situation. SOPs may be set by the establishment and influenced by practices in the industry and sometimes
policies implemented by a concerned government agency.

Daily Task Sheets, Direct Requests and Observation

A daily task sheet is a document detailing the activities that you have to undertake throughout your shift. This
is usually handed to the staff or posted in bulletins before the service or the shift starts.

Meanwhile, direct requests and observations will show you tasks that need to be addressed immediately,
depending on the event or what you feel based on any given situation.
 LESSON 2: The Food and Beverage Service Staff
Site: TESDA Online Program
Course: Introduction to Food and Beverage Service
Book: LESSON 2: The Food and Beverage Service Staff
Printed by: Christian Isip
Date: Tuesday, 5 November 2019, 9:35 AM

Table of contents
 Introduction
 TOPIC 1: Professional Work Habits and Skills of an F&B Service Staff
 TOPIC 2: Food Safety and Hygiene Practices
o Dos
o Don’ts
o Uniform and Accessories

Introduction
Food and beverage service involves various job roles. However, the goal of all F&B service staff should be
simple: to achieve guests’ satisfaction by meeting their needs and/or exceed their expectations.
This lesson will present the ways on how you can become a professional food and beverage service staff.

TOPIC 1: Professional Work Habits and Skills of an F&B Service Staff

As a food and beverage service personnel, you are expected to behave and perform in a professional manner.
Doing so will enable you to meet the expectations of the guests and your coworkers.
The following are some of the important things you have to remember and perform as a professional food
and beverage staff.

Present professionally and maintain proper hygiene.

 Be at work when scheduled.
 Arrive 30 minutes before your shift.
 Do not miss a shift.
 Advise your supervisor well ahead of time when you are unable to work especially when ill.
 Wear the required uniform properly.
 Observe appropriate grooming.
 Bathe regularly.
 Apply appropriate skin and body care.
 Put away your cell phones when on-duty to avoid being tempted to take selfies or group pictures.

Demonstrate positive attitude in the workplace.

 Cooperate with your colleagues.
 Offer help and do not wait to be asked.
 Always smile.
 Appreciate the effort of your colleagues.
 Thank coworkers for their help.
 Anticipate the wishes and needs of guests.
 Treat all guests as VIPs.
 Never argue with the guests.
 Develop a sense of urgency especially when the establishment is very busy.

Communicate effectively.
 Use correct and appropriate verbal and nonverbal communication techniques.
 Ask questions.
  Listen attentively.
 Clarify ambiguities.
 Confirm messages.
 Seek and provide feedback.
 Always use polite and courteous verbal and non-verbal language
 Be mindful of your social, religious, cultural, gender and/or age-specific differences.
 Avoid workplace gossips.
 Do not take credit for the work that you did not do.

Perform assigned tasks.

 Attend in the daily orientation to know the specialty for the day, promotions, available and out-of-
stock items, and time of preparation for each food item.
 Be familiar with the structure of the food establishment, the location of each room, fire exit, cashier,
kitchen, stockroom, storage area, pantry area, etc.
 Complete daily task according to a designated sequence within the required time.
 Give proper treatment to priority requirements.
 Advise coworkers when a task was completed and inform them when you are running behind time.
 Ask assistance from others when necessary.
 Comply with legislative requirements and internal house policies and procedures.
 Work with minimal disturbance to guests.
 Keep noise levels at a minimum.

Participate in workplace activities.

 Maintain work area in proper condition.
 Keep the workplace clean and tidy at all times.
 Be mindful of factors that may affect workplace safety and security.
 Set the proper environment for guest comfort.
 Take part in searching for a resolution to problems and issues.
 Attend activities intended to improve service delivery and guest experience.
 Be willing to assume responsibility.
 Do your job regardless of the presence of a supervisor.
 Develop sensibility to identify and assume responsibility.

Respond accordingly and quickly.

Respond accordingly and quickly to the following:
 Requests for assistance from co-workers and guests.
 Customer complaints and workplace conflicts.
 Arising situations and/ or emergencies.
 Any other anticipated or unanticipated situation requiring action or attention.

TOPIC 2: Food Safety and Hygiene Practices

Being a food and beverage service staff involves dealing with food. For that reason, you must know that
your actions, health and personal habits affect the safety and the quality of the service. Therefore, you must
responsibly perform and observe the safety practices in food handling.
This lesson will discuss topics that an F&B service staff need to know in terms of complying with the
hygiene requirements set by the industry. The following are some practices to ensure that personal hygiene
for food safety is attained.

Dos
 Bathe before reporting to duty.
 Wash your hands before having contact with any food item.
 Keep facial hair neat and controlled.
 Kitchen staff should wear hairnets or hats.
 Fingernails should be cut short, kept clean and free of nail polish.
 Use clean clothes for each shift and change when necessary.
 Inform your supervisor immediately if you are suffering from any communicable disease.
 Use face towels to wipe sweat.
 Cover cuts and sores on hands and fingers with waterproof dressing and bandages. Make sure to inform your
supervisor about this.
 Use disposable gloves if appropriate.

Don’ts
 Do not touch cooked or ready-to-eat food with your bare hands.
 Do not wear your uniform in other public places before coming to work or after work.
 Do not smoke in any food area.
 Do not spit in any food area.
 Do not touch your face and hair after washing your hands.
 If you have any communicable disease, do not report to duty until having secured a certificate from a doctor
stating you have been cleared to work with food.
 Do not use the same container when refilling the food.

Uniform and Accessories

Each food and beverage service establishment have different policies when it comes to wearing a uniform.
However, aside from wearing the uniform the management provides, food and beverage staff should observe
the following measures as well.
 Do not wear loose-fitting clothes.
 Press clothes at all times.
 Make sure that buttons, name tags, pins, and clips are securely fastened.
 For women, longs hairs should be tied back.
 For men, beards and mustache should be shaved neatly.
 Use a clean uniform for each shift and change if necessary.
 If wearing skirts, wear clean hose when required.
 Wear socks. It is advised to wear plain dark one or plain socks of a color that compliments the color of the pants.
 Keep the shoes polished and laced.
 Do not wear open-toed shoes.
 Avoid wearing big jewelry.
 Fingernail decorations such as artificial nails should be avoided.
 LESSON 3: 5S of Good Housekeeping
Site: TESDA Online Program
Course: Introduction to Food and Beverage Service
Book: LESSON 3: 5S of Good Housekeeping
Printed by: Christian Isip
Date: Tuesday, 5 November 2019, 9:53 AM

Table of contents
 Introduction
 TOPIC 1: Sort (Seiri)
 TOPIC 2: Systematize (Seiton)
 TOPIC 3: Sweep (Seiso)
 TOPIC 4: Standardize (Seiketsu)
 TOPIC 5: Sustain (Shitsuke)
Introduction

5S is a simple method of organizing the workplace safely and efficiently to enhance productivity. It is a
systematized approach to organize work areas, keep rules and standard, and maintain the discipline needed
to do a productive workplace. 5S leans on the idea that productivity is achieved by organizing the work area
because it eliminates wasting of resources, such as time.
It traces its origin to the production techniques observed in some of the world-leading manufacturing
companies. This method is divided into five phases: Seiri, Seiton, Seiso, Seiketsu, and Shitsuke. Each phase
is named after a Japanese term recognizing the Japanese companies which lead the practice of this method.

TOPIC 1: Sort (Seiri)

Seiri Practices
To achieve the two primary goals of Seiri, the following practices can be performed:
 Use evaluation criteria in sorting
 Use tags when sorting.
 Create a material list containing all the available materials

Benefits
When Seiri practices are well executed and their goals are achieved, these benefits will be observed:
 Production spaces are freed and become more productive
 Conducting inventory becomes easier
 Less time is consumed by searching for an item
 Moving goods and mobility of employees becomes easier

TOPIC 2: Systematize (Seiton)

Seiton Practices
 To attain workplace order, the following practices should be performed:
 Put items in their allocated places.
 Return the items to where they came from.
 Record any changes regarding the order of placement of things and informing concerned personnel.
 Update the records regularly to make sure that items are at their designated places.
 Label items and their locations.
 Put frequently used items closer to reach.
 Do not pile up items without a labeled separator.

Benefits
Seiton, when done well, will result in the following benefits:
 Less time spent in searching for items.
 Less time is spent in transport and handling operations.
 Fewer operations requiring too much effort such as heavy lifting.

TOPIC 3: Sweep (Seiso)

Seiso Practices
To ensure that Seiso is observed, the following practices should be performed:
 Clean and inspect the workplace area regularly.
 Assign a caretaker for each tool, machine or equipment.
 Clarify daily maintenance by providing clear instructions.
 Provide necessary tools and pointers for cleaning.

Benefits
The success of Seiso is characterized by these observable factors:
 Tidiness and order in the workplace are maintained.
 Malfunctions and other situations can be prevented even before they arise.
 Contradictions and other non-compliance will not go unnoticed and unaddressed.

TOPIC 4: Standardize (Seiketsu)

Seiketsu Practices
The following are some of the common practices of Seiketsu:
 Use visual materials in managing such as infographics, bulletin boards, and light devices.
 Make use of posted messages calling for immediate action.
 Use marks to label inspected items.
 Post labels on machines and equipment indicating the dates of the previous and the upcoming maintenance.

Benefits
A successful Seiketsu can be observed through these results:
 Cleanliness and orderliness in the workplace are maintained.
 Misoperations on the processes or equipment function can easily be identified and prevented.
 Good practices are standardized.

TOPIC 5: Sustain (Shitsuke)

Shitsuke Practices
To achieve this goal, some or all of these practices should be observed:
 Develop and reviewing standardized procedures regularly.
 Conduct inspections regularly.
 Provide necessary adjustments to situations brought about by the new ways introduced in the first four steps.
 Train employees in the 5S method and explain to them the principles behind it.
 Communicate the 5S to the employees.

Benefits
The effect of a well-implemented Shitsuke can be observed through these following results:
 Employees are doing newly-introduced practices without being told to do so.
 Improvements in the productivity will be enjoyed long-term.
 Health and safety measures are improved.
 LESSON 3: Processing Incoming Reservations
Site: TESDA Online Program
Course: Introduction to Food and Beverage Service
Book: LESSON 3: Processing Incoming Reservations
Printed by: Christian Isip
Date: Tuesday, 5 November 2019, 10:13 AM

Table of contents
 INTRODUCTION
 TOPIC 1: TAKING TABLE RESERVATION
o Following up Table Reservation

INTRODUCTION
A reservation is an arrangement made in advance to have a table available at a particular time. Guests can
make reservations over the phone, online or in person. Restaurants make it a goal to fill as many seats as
possible for every shift while still maintaining high standards of food and beverage service. Many
restaurants take reservations in order to assist guests or parties whose plans require a specific seating time.
However, not all restaurants accept reservations.

TOPIC 1: TAKING TABLE RESERVATION

Procedures for Taking Table Reservation
The following steps are carried out in taking table reservation:
1. Answer the phone call promptly. Using the proper telephone etiquette, introduce yourself and ask for the name
of the caller.
2. Use the name of the guests appropriately and gather the following important information:
o Number of guests
o Reservation date
o Arrival time
o Name of person who will be checking in
o The contact information of the person checking in and the person making the reservation
o Other special requirements
3. Recap the details of the reservation to the caller.
4. Conclude the call properly.

Following up Table Reservation

It is vital to confirm or follow up all reservations to make sure that the limited space can be used in the most
profitable manner. Following up on reservations is usually done the day before or on the morning of
expected arrival of the guests.

Importance of Following Up Table Reservations

The following are the main reasons why reservations should be followed up :
 Gives the guests the impression that you value their patronage
 Ensures that guests who have made a reservation will have an allotted space when they arrive
 Ensures tables can be given to others if the guest is not coming anymore
 Confirms information or arrangements regarding the booking
 Ensures that any changes can be accommodated before the guests arrive.
 Enables staff to explain parking arrangements to help facilitate their arrival
 Allocates tables for others on the waiting list
Once the reservation has been confirmed there are a number of tasks that need to be performed. These
include:
 Informing the waitstaff of the tables under their responsibility of reservation details and requests.
 Informing the kitchen staff of any requests.
 Follow up the other staff on any requests such as a birthday cake.
 Notifying people on the waiting list if a reservation has been canceled.
 Processing charges as applicable. S
 Set the tables accordingly such as placing a reserved sign on the table