1. Please come on time.

Late comers
are not allowed inside the
laboratory.
2. 3 consecutive absent will be
dropped from the class.
3. 3 times tardy consider as 1 day
absent.
4. Trainees are allowed to use the
comfort provided that at the end of
the class sweepers for the day
should clean the CR properly.
5. Pls. properly accomplished the
attendance sheet upon entering
and going out the Laboratory.
6. MAINTAIN THE CLEANLINESS AND
ORDERLINESS OF THE
LABORATORY.

CORE
COMPETENCIES
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

CORE
COMPETENCIES

5. Provide room service

6. Receive and handle guest
concerns
.

Food and beverage

service
a dynamic industry covering a wide range
of job roles. From baristas to head waiters,
mixologists and sommeliers, it is a career
with many opportunities for development.
A positive attitude and hard work can lead
to great things for your career. You could
become a manager and lead your own
team, or enter a senior position and
oversee a whole region of a business!
Play the video

RESTAURANT
Offer a large menu including
a variety of cuisines.
They also offer meals that
are prepared, cooked,
served and eaten by its
customers at the premises.
Diners may either eat inside
the restaurant or order their
food to-go.

CLASSIFICATION OF FOOD &

BEVERAGE
The food service industry has two
categories:
COMMERCIAL ESTABLISHMENT
These are businesses that are created to
maximize earnings of profits through the
sales of food items and beverages.
INSTITUTIONAL CATERING
This provides volume food and beverage
service to institutions such as factories,
school, military, airline etc.

THE MEAL EXPERIENCE

The main goal of food and beverage
operations is to achieve customer
satisfaction and ultimately to meet
customers need. These need may be:
1.PHYSIOLOGICAL
the need to satisfy ones cravings or
quench ones thirst, or the need for a
specific kind of food like a taco, or
smoothie for instance.

2. ECONOMIC
For example, the need for fast, value
for money food items found in a
convenient location.
2. SOCIAL
for example, attending an event or a
conference in order to meet other
people or going out with friends or
business partners.

4.PSYCHOLIOGICAL
For example: the need for personal
change, pursuing a new hobby or the
need to enhance self-esteem; as a
result of promotion and advertising.
5. CONVENIENCE
this is the outcome of time constraints
or the desire for someone else to do the
work;

RESTAURANT
A food outlet that serves food and
beverages to walk in customers or
patrons who have made prior
booking as differentiated from those
being served in take out customers
or vending machine.

RESTAURANT
In 1975 a persian soup-vendor named
BOULANGER ( means baker) put up a
sign outside his shop in Latin, that read:
VENITE AD ME VOS QUI STAMACHO
LABORATIS ET EGO RESTAURABO VOS
Which is translated as:
Come to me, al who labor in the
stomach, I will restore you

RESTAURANT
Comes from the french word la
restauration meaning
restoration

CLASSIFICATION OF
RESTAURANT
QUICK SERVICE
also known as fast-food
restaurants. They offer limited menus
that are prepared quickly. They
usually have drive-through windows
and take-out.

 MID SCALE
They offer full meals at a medium
price that customers perceive as
good value. They can be of full
service, buffets or limited service
with customers ordering at the
counter and having heir food brought
to them or self service.

 UPSCALE
Offer high quality cuisine at a high
end price. The offer full service and
have a high quality of ambience.

1. Bistro
TYPES OF
OPERATION

- Smaller establishment.
- Offers traditional, robust
and basic cooking .
- Staff are usually friendly
and informal.
- Amenities include: wooden
tables and chairs, rustic
dcor, checkered tablecloth.

TYPES OF
OPERATION

BRAISSERIE
- Large styled room
with a long bar.
- usually serve one
plate items, coffee,
drinks or snacks,
although some offer
formal meals as well
- Staff are usually
waiters wearing long
aprons and black
waistcoats.

TYPES OF
OPERATION

NEW WAVE BRAISSERIE

(Gastrodome)
- Large and multileveled
- Busy and fast paced.
- Follows a slick, modern
and contemporary
design, cuisine and
service.

 COFFEE SHOP
- Similar to brasserie
styled operations.
- Usually follow a theme.
- Serves all types of
meals throughout the
day.

TYPE OF
OPERTATION

CASUAL RESTAURANT
- as the name implies,
it has a casual ambience
- moderately priced.
- often provides table
service, except when it is
a buffet-style restaurant.
- Its type stands in
between a fast food
restaurant and a fine
dining restaurant.

TYPE OF
OPERATION

RESTAURANT
- Wide variety of
operation.
- Service ranges from full
table service to assisted
service.
- Type of service, price,
cuisines etc. varies.

TYPE OF
OPERATION

ETHNIC RESTAURANT
- establishments
reflect ethnic origin.
- examples of ethnic
cuisine: Asian, spanish,
Italian, Oriental, Indian,
Greek, Cajun, etc.

TYPE OF
OPERATION

THEMED RESTAURANT
- Follow a specific
theme
- Example of an
establishment: Hard Rock
Cafe

TYPE OF
OPERATION

INTERNATIONAL
DESTINATION
RESTAURANT
-offers a distinctive
personality, cuisine,
ambience, beverages
and service
- Considered as the
of gastronomy.
- Tends to be
expensive but value and
quality is expected

TYPE OF
OPERATION

HEALTH FOOD AND

VEGETARIAN
RESTAURANT
- Specializes in
vegetarianism and / or
health.

TYPES OF
OPERATION

CAFETERIA
- Self-service, with
customers choosing
their food from counters.
- First developed for
industrial feeding market
but now can be seen in
other sectors.

TYPES OF
OPERATION

POPULAR CATERING AND

FAST FOOD OUTLETS
- Meeting the needs for
grab and go service,
especially for the leisure,
industrial and travelling
markets.
-Meals offered
throughout the day.

TYPE OF
OPERATION

PUBLIC HOUSES
- Primarily for drinking
beverages
- The style varies
from a simple standing
room bar or one with
more fancy
surroundings.
- May offer other
variety of dishes from
simple plated meals to
full service

TYPE OF
OPERATION

WINE BARS
- often a mixture o a
bar and brasserie style
operation.
- wined themed yet
serves a variety of foods.

THE ORGANIZATIONAL SETUP OF THE SERVICE

BRIGADE IN A RESTAURANT

FOOD AND BEVERAGE

MANAGER
MAITRE D
STATION
HEAD/CAPTAIN
RECEPTIONI
ST

WAITER/ATTENDA
NT
BUSBOY

OUTET
CASHIER

BARTENDER
BAR BOY

COUNTER
ATTENDANT

JOB DUTIES OF SERVICE

PERSONNEL

OUTLET MANAGER
BASIC FUNCTION:
Oversees food and beverage operations in his
assigned outlet; ensures that service is carried
out in accordance wit prescribed standards

Specific Duties of Outlet

Manager
Monitors the necessary preparations before the
start of operations and sees to it that all needed
supplies are available and in good condition.
Maintains par stock requirements, Makes
requisition as needed;
Coordinates with the kitchen regarding out of
stock items and new promotions and
disseminates said information to all dining staff;
Conducts regular briefing and inspection among
his staff before the start of operations;

Specific Duties of Outlet Manager

Monitors the performance of his staff and sees to
it that they follow the standard procedure and
abide y existing house rules.
Receives, greets and entertains customers,
attends to their needs, inquiries and complaints;
Prepares staff schedule, side duties, and
assignments;
Conducts weekly meetings with his/her staff to
discuss operational issues;
Looks after the set-up, appearance and
cleanliness of the outlets;

Specific Duties of Outlet Manager

Supervises the safekeeping and
inventory of equipment/supplies;
Assists in taking and serving orders
whenever needed;
Takes order of wines and serves them to
guest;
Personally attends to very important
guests (VIPs) and
Attends to administrative responsibilities
including the preparation of reports
required by management

CAPTAIN WAITER OR
STATION HEAD
BASIC FUNCTION:
Oversees the set-up and delivery of
service in his/her area.

Specific Duties of Captain

Waiter

THE TABLE AND ITS

APPOINTMENTS

TABLE
The tale is the center of attraction
when it comes to food service.
Whether it is a mere canteen or an
exquisite restaurant in a hotel
Meals are enjoyed when a table is set
with the comfort and convenience of
the people in mind.

TABLE APPOINTMENTS
Other equipment and other things
used to set a table.

TABLE LINEN includes

Table Cloth
Place Mat
Table Runner
Table Napkins

TALE CLOTH
The size of the table cloth is determined
by the size of the table on which it
would be put.
The table cloths should be hang down
the side of the table to at least 30cm.
For every formal and buffet tables, the
cloth should hang almost to the ground.
Table cloth should be ironed and used
without creases.

PLACEMATS
They usually measures about 28-43cm. They
came in various shapes e.g. rectangular, oval,
round etc. The material used includes linen,
lace, plastic, jute, cork etc.
Placemats are easier to maintain but they
cannot used for very formal occasions.
They are used on tables that are beautiful.
Sometimes they are placed on table cloths to
protect them. Tablemats are used to cover the
place occupied by one person while table cloth
cover the whole table.

TABLE RUNNERS
Usually 30-33 cm wide and a little longer than
the table on which they are used.
They are often used alongside placemats.
They are placed across the middle for the
dining table lengthwise.
They are mostly used to make the table
attractive .
They can be a silencer to prevent dinnerware
from making noise on the dining table.
They also serve as a heat pad.

TABLE NAPKINS
Made with fabric or paper.
The fabric must e absorbent.
They can be made to match other table
appointments or to contract them.
The standard size are:
Cocktail 13cm square
Luncheon 38cm square
Dinner 56-66 cm square

 Table napkins can be made of paper.

They are cheaper and save washing.
They can, however, be used only for
informal dining.
Table napkins are used for wiping
the hands and he mouth and
protecting the clothes from stains
when.

DINNERWARE
A collective name given to dinner plates,
breakfast plates, side plates, soup bowls,
cereal bowl and dessert bowls.
When selecting dinnerware, consider
how the color and design will look when
you serve your food, the durability of the
material and the ease of care. Proper
handling and storage can extend the life
of your dinnerware.

FLATWARE
Sometimes called silverware.
Refers to the equipment used for eating and
serving food at the table
Flatware are:
- Table knives
- Fork and Spoons
- Serving spoons and fork
- Dessert spoons teaspoons and coffee spoons
- They are made of silver, stainless stee, wood or
plastic.

GLASSWARE
Made with glass, plastic, stainless steel
and wood.
Primarily, they are categorized as:
Tumblers
Flat bottomed, cylindrical glasses that is
basically a bowl without a stem or foot.
Footed Wares
A style of glass whose bowl sits directly
on a base or foot

STEM WARES
Glasses having all three features:
A bowl, foot and stem.
MUGS
A tumbler with a handle or a glass
cup.

HOLLOWARES
A Term that refers to table service
such as sugar bowls, creamers,
coffee pots, soup tureens, hot food
covers, water pitchers, platters,
butter plate and other metal items
that went with the china on a table.

HANDLING STANDARDS IN
HANDLING SERVICE
EQUIPMENT

1. Only clean & sanitized glasses, flat wares,

china wares, and other equipment shall be
set up and to be used for service.
2. Equipment should not be exposed to
contamination. Keep them in closed drawers
or cabinets, not exposed to dust or dirt.
3. Food delivered for room service must be
covered to avoid bacterial contamination.
4. All service equipment must be wiped with
clean wiping cloths to protect them from
watermarks. The cloths used for this purpose
must be segregated from other wiping cloths.
They may be idefined by color coding.

5. Service equipment like bowls, glasses and

cutleries must be handled properly.
6. Bowls should be underlined with appropriate
plate under liner and never served with the
finger touching the rim.
7. Avoid touching the food and utensils with bare
hands. Use plastic scooper for scooping ice,
serving spoon and fork for dishing out foods.
8. When serving straw or napkin, never hold
them with bare hands. To protect them from
bacterial contamination, either serve them with
their wrappers or in their respective dispensers.

9. When serving additional utensil or

napkin, place them in a small plate
to avoid direct contact with the hand.
10. The thumb should be kept away
from the plate to avoid touching the
sauce, meat or fish.

BEVERAGE ARE CAUSED BY

THE FOLLOWING FACTORS:
A. Mechanical Impact
results form an object to object
contact.
B. Thermal Shock
exposure of equipment (crystal)
glasses, chinaware, etc. from cold to
hot temperature or vice versa,
causing breakage.

To avoid Thermal Shock:

1. Never put hot water in a chilled/cold
glass in a microwave oven.
2. Never heat any chilled/ cold bowl,
china or glass in a microwave/ oven.
3. Never put hot water in any glass or
container that is not heat resistant.

C. Improper Handling and misuse of

equipment
Using an equipment other than for a
purpose that it was not intended for.
Among the malpractices that
should be avoided are:
1.Scooping ice with a glass
2.Using knives for opening cans

D. Improper racking and stacking

Like stacking glasses and stacking together chinaware of
different sizes and shapes.
As precautionary measure:
1. Instead of stacking glasses, place these appropriate glass
rack so as to prevent mechanical impact.
2. Stack china wares using the decoy system. This means
china wares of the same kind and size should be stacked
together to make an even stacking. Otherwise they become
vulnerable to breakage.
Avoid overloading trays and bus pans.
4. Never stack dishes to high.

D. Inattentiveness or absentMindedness
Accidents often occur when service
personnel are absent-minded or
inattentive while executing service
especially when they are carrying
heavy trays and breakable equipment.

E. Improper bussing
To avoid accidents and breakages, busboys/waiters must:
1. See to it that the trays or bus pans are not overloaded.
2. The 3S (Scrape, stack, and segregate) in bussing are
strictly followed.
3. Appropriate trays are used a bar tray with a cork for
bar items; rectangular tray or oval tray for china wares,
etc.
4. Trays are positioned such that it is well balanced, with
heavy items place at the center
5. Trays must be properly handled, with the palm, and not
the fingers holding the plate.

PROPER STORAGE OF
EQUIPMENT
1. Clean and wipe dry all equipment before
storing them.
2. In sorting
- Scrape all left- over by hand
- Sort dishes in separate piles
- Cups and saucers should be inverted in
racks
- Place silverwares in tray for pre-soaking
- Pre-soak glass, cream servers

3. In Racking
- Rack dishes according to size.
- Do not overcrowd dishes. Overcrowding
results to poor cleaning and increased
breakage.
Rack silverware in special containers with their
handles down. Do not overcrowd. The usual
standard is 15 pcs. Per compartment.
Stack trays and wash them separately.

4. In handling clean dishes

- Handle dishes by the edge, cups and
silverware by the handle, stemmed
glasses by the stem and tumblers by
the base.
- Keep the dish storage area clean at all
times.
- Keep dish racks away from the exit
end of the machine.

DEFINITION &
TERMINOLOGY

Professional Ethic For Food

Service Personnel
Customer Judge a Restaurant ,
Bar or Hotel not only by the
quality of food and facilities but
also by the kind of people who
serve the.

Professionalism is a quality
that is projected in terms of:
PHYSICAL PROJECTION
-appearance, poise, posture and
body language.
VERBAL PROJECTION
- quality of speech, diplomacy and
tact in the words and expressions
used, including the tone, volume and
non-verbals.

Professionalism is a quality
that is projected in terms of:
CONDUCT AND BEHAVIOR
- Practice basic courtesies, tolerance
for difficult guest band customer,
compliance to service standards, etc.

A. PHYSICAL PROJECTION
1. It is advisable to require employees
to wear a uniform. But it must be
properly pressed, no sagging
hemline, not faded, etc.
if not in uniform, they should refrain
from using too casual attire like stepin, Maong, T-Shirt without collar,etc.

A. PHYSICAL PROJECTION
2. Avoid to many jewelries, dangling
earrings, low neckline or too much
make up (for the ladies)
3. Always carry a pleasant smile and
positive disposition so that others will
feel more comfortable and at ease
with you.

A. PHYSICAL PROJECTION
4. Be careful of overtones, volume and
body language. Avoid unpleasant non
verbals like sneering look, crossing
arms, pointing fingers, frowning face,
Deep sighs, biting lips, shaking head,
etc.
keep a low modulated tone and
volume.

A. PHYSICAL PROJECTION
5. Maintain poise and posture, direct
eye contact, erect posture, no
unpleasant mannerisms like
scratching head,

A. PHYSICAL PROJECTION
6. Strictly observe the following
grooming standards.
HAIR
- Clean, neatly combed, no dandruff
- Ladies hair should be clipped on both
sides or breaded (if it is long)
- Length of mens hair should not go
beyond collar and the side hair must
not cover the ears.
- Bangs should be avoided.

UNIFORMS
- Must be comfortably fit, no sagging
hemline
- Properly buttoned, sleeves should
never be folded nor rolled
- Clean and well pressed, free from
stains nor wrinkles.

FACE
- Men-free of beard and mustache
- Ladies- must have light and
appropriate make- up that should be
retouched from time to time.
- Free from pimples and blemishes.

EARS
- Clean and free from visible dirt
inside and outside
- Earrings are never appropriate for
men. Ladies in uniform should never
wear dangling earrings.

BODY
- Free from body odor, deodorant to
be used daily
- daily shower is a MUST
MOUTH
- Free from bad breath, mouth wash
to be used to ensure fresh breath
- No tooth decay

FINGERNAILS
- Clean and free from dirt
- Men- nails should be short and
properly trimmed
- Ladies - Avoid very long fingernails
and must always be cleaned and well
manicured. Nail polish is not allowed.

SHOES AND SOCKS

- Should be clean and well polished,
heels in good condition
- Black socks for men and changed
daily with fresh one
- Ladies should wear stockings but
must ensure it has no run or
damage.

PERFUMES Not allowed inasmuch as

the smell contaminates the food
EXCESSIVE JEWELRIES is not
appropriate.

B.VERBAL PROJECTION
1. Speak with clarity, Check if understood
whenever a message is given.
2. Speak in an audible, relaxed and natural
manner, maintain a conversational tone and
volume.
3. Observe right speed, not too fast not to
slow.
4. When receiving messages, always seek to
confirm or clarity anything that is not clear.

5. Accept and respect the opinion and

ideas of others. If one has to express
disagreement, acknowledge first the
statement of the other party before
pointing out ones ideas.
6. Make it a habit to use magic words
like May I, kindly, Please, Do you mind,
Im sorry, etc.

7. Avoid directly saying no or cannot

be when turning down a request.
8. Be sensitive to the feelings and self
esteem of others. Avoid words or
expressions that hurt feelings and
shatter others self esteem.
9. Listen with interest and undivided
attention. Nod to express agreement,
Ask for elaboration, paraphrase
statements to confirm.

10. Be honest and accurate in giving

information. Never bluff. One must
admit it he/she does not know the
answer to an inquiry but instead of
saying I dont know, one can say:
Im sorry, I dont have that
information right now but let me find
out for you and Ill get back to you as
soon as I have the information. May I
have your name and phone number?
or one can refer the person o the right
official or department.

C. Work Behavior and Habits

A professional waiter must behave
with gentleness and in strict
observance of work ethics. He must
not display on the job the following
undesirable gestures.

1. Unsanitary practice like:

Smoking, Coughing/ Sneezing
Scratching body parts, spitting on
walls, floors, sink
Tasting food in view of customers
Handling food with barehands
Serving food/cutleries that have
fallen on the floor
Putting foods in dirty tables

1. Unsanitary practice like:

Cooling warm/hot food by blowing air
out of the mouth
Wiping perspiration with wiping cloth
used for service
Combing Hair inside the dining room
Using strong perfume

2. Unpleasant Habits like

Yawning, chewing gum
Grouping together with other staff for
a chat while on duty
Mannerisms like biting nails, crossing
arms, biting lips, etc.
Using sign language
Shouting, giggling loud conversation
and horse playing

2. Unpleasant Habits like

Daydreaming and eavesdropping
Indulging in customers private conversation
Putting hands on pocket and playing with
pocket coins
Leaning on walls, tables and chairs
Sneering or staring look, frowning look and
show irritation
Demanding for a tip, counting tips in view of
customer

2. Unpleasant Habits like

Airing grievances against the company

to customer
Too much familiarity with the customers
Bluffing customers
Reading newspaper/magazines
Singing, whistling
Use of rude and insulting language
Seating with customer to indulge in
conversation with them

2. Unpleasant Habits like

Pointing at something or someone
with a finger
Interrupting customers conversation
unless for valid reasons
Divulging confidential information to
customers
Leaving ones station longer than
necessary

MENU
The range of food items served in an
establishment, including their
organization into a number of courses.
The arrangement by which items are
offered.
The physical object on which the list
of items is written for guests to
choose from.

MENU
Menu are laid out so that the different
courses appear in the order in which
normally
be served. They usually
presented in a framework of five courses,
as follows:

Appetizers
Soups
Salad
Main course/entre
Desserts
Beverages

APPETIZERS
Design to
stimulate the
rather than to
satisfy the
appetite.

Hors dOeurves
(awr durv; French awr d-vruh)
are the small, savory bites,
typically finger foods, served
before a meal usually in a buffet
style or passed on trays by waiters.

Pt
(pah-tey)
is a mixture of cooked ground meat
and fat minced into a spreadable
paste.