Food and

Beverage
Services
NC II
 Skill Power Institute
- is a non-stock, non-profit learning organization
committed to community service through quality
education.

- It was established on NOVEMBER 4, 1997

- Founded by Dr. Eladio A. Guevarra

• Accredited by:
• - Commission on Higher Education (CHED)
- Technical Education and Skills Development Authority
(TESDA)
- Department of Education (Dep Ed)
FOOD AND BEVERAGE
SERVICE NC II
LECTURE
AND
LABORATORY
Food and Beverage Service is the climax of the
relationship between a customer and a caterer
during a meal experience.

The actual contact with a customer is made at

this stage of the food and beverage service
operation.

In the presentation of the food and beverages to

the customer, the food and beverage service
staff, in fact represent the whole organization.
They deliver to the customers the product which
was:
1. Planned by the Management
2. Cost by finance
3. Assured by marketing
4. Produced by the kitchen.
A restaurant concept begins with an overview of
the marketing mix, and market orientation is
the key to success.
The main factors to be considered are:

1. The site- is the top priority as it determines the

degree of contact or exposure to market.
2. The size- determines the desired impact on
the market.
3. The menu- is a fundamental aspect of the
early decision making process aimed at
satisfying customer expectations.

4. Pricing policies- determine the average

spend and affect the sales volume.
5. Service- in conjunction with the type of
restaurants, menus, customers and seating
arrangements.

6. Operating Hours- days according to marketing

strategies and customer requirements.

7. Décor and Music- for the pleasant environment

which contributes to customer satisfaction.
8. Standards and Quality- according
customer requirements.

9. Advertising and Merchandising- to appeal

to the market segments.

10. Meal Functions- are subdivided into

breakfast, lunch, dinner according to the
anticipated and identified market
demands.
 Importance of Dining

Customers are the life and blood of the food and

beverage service business.

To ensure continuous patronage, their satisfaction must

be sustained.

Dining staff must see to it that every customer is a

satisfied customer who finds his dining experience
pleasurable and rewarding so that he will come back
to a repeat patronage.
No matter how good the food and ambiance
is, if the customer is traumatized or
dissatisfied with the service and the
behavior of the staff, he may not come back
and even mention his bad experience with
friends that they will be discouraged from
patronizing the restaurant.
 Goals of Meal Management

a. Good nutrition
b. Planned spending
c. Satisfying meals.
d. Controlled use of time and energy.
 There are four meal management goal:

1. Good Nutrition
2. Meals to match a budget
3. Controlled use of time
4. Pleasurable eating
 Meal Planning and Management

Meal Planning is the process whereby resources, both

materials and human, are used to obtained goals
that have to do with the feeding of the individual and
evaluating the meal service.
According to Kotas and Jaywardene, To
achieve organizational objectives,
management needed to use the
available which involves the 6M’s of
Managements.
1. Men
2. Money
3. Machinery
4. Materials
5. Methods
6. Minutes
This resources are identified as the six Ms, using
the six Ms effectively to increase the
productivity of the organization is the main
responsibility of the management.
All managers manage the six Ms by applying their
knowledge, experience and skills thru the use
of 3 Main Activity of Management:
1. Planning
2. Organizing
3. Controlling
 Management Functions

The above mentioned 3 key activities of

management may be subdivided into twelve
management functions as shown below:

PLANNING ORGANIZING CONTROLLING

- Planning - Communicating - Reporting
- Scheduling - Delegating - Evaluating
- Directing - Controlling
- Motivating - Analyzing
- Coordinating - Reviewing
PLANNING- this means organizational
objectives by deciding;
Who is to do?
What to do?
Where to do?
When to do?
And how to do?

Planning is pre-thinking to implement the

organizational policies and to achieve
objectives.
The managers should consider the following:
a. Where are we? SWOT analysis:
S-strength
W-weaknesses
O-opportunities
T-threats
b. Where do we go from here? It includes the
long term and short term goals and objectives.
c. How do we get there? It includes strategies
(long term) tactics (short term)
SCHEDULING- the necessitates a detailed,
programmers of activities, task and persons
responsible.
 ORGANIZING
Communicating- these are the objectives and
task translated into words to inform those
concerned through memoranda, meetings,
minutes, manuals and etc.
Delegating- these means guiding individuals
different duties and to specific departments,
teams or individuals and giving authority to take
appropriate decisions within the relevant
framework.
Directing- this means guiding individuals towards
achieving tasks and secondary objectives.
Motivating- this means creating a devise among
the employees to achieve the goals set by
understanding individual needs, appropriating
good performances and encouraging effort.
Coordinating- this means synchronizing all the
activities that have been delegated for better
results.
this involves checking progress and
harmonizing the work of different individuals by
avoiding conflicts, duplication, overlapping and
delays.
 CONTROLLING
Reporting- this means ensuring a system of timely
reports sent up through vertical channels of
communication.
Evaluating- this involves checking the actual
performances against the plan.
Controlling- this means developing standards and
establishing rules. The six Ms should be control
according to the policy of the organization.
Analyzing- this involves the examination of all separate
elements of an operation, with a view to tracing the
reasons for success or failure.
Reviewing- this consist of a periodical review of an
operation, normally with the aim of improving future
performance.
 Organizational Chart of the Food and
Beverage Department
Food and Beverage Director or Manager

Room Service
Outlet Manager Bar Manager Banquet Manager
Manager

Room service
Captain Waiter Banquet Captain
captain Bar Captain

Room Service
Waiters Banquet Waiters
Order Taker Bartender

Busboys Room Service

Bar Attendants Banquet
Waiter
Attendants

Bar Boys
 RESPONSIBILITIES OF THE FOOD AND
BEVERAGE DEPARTMENT
1. Delivering food and beverage service to;
a. guests in all its outlets
b. guestrooms,
c. function rooms
d. outside catering
2. Maintaining the good will of patrons and guest
through effective guest relations, proper
handling of guest complaints, inquiries and
request.
3. Ensuring the attainment of sales forecast through the
administration of promotional strategies and
suggestive selling techniques.
4. Ensuring the consistent implementation of the
company’s internal control program which include
the following:
a. budget control
b. cost control
c. quality assurance
d. and other related areas.
5. Preparing drink and wine list
6. Coordinating with the kitchen and other departments
on matters pertaining to food and beverage and
service.
 Job Title and Job Description
Food and Beverage Manager
Basic Functions: responsible for supervising and
coordinating all the activities of personnel engaged
in preparing and serving food and drinks to patrons
at all outlets and functions.
Duties and Responsibilities
1. Supervises and coordinates all activities of all
restaurant personnel assigned to regular function
bars.
2. Sees to it that the standard recipes for food,
alcoholic and non-alcoholic drinks are followed.
3. Prepares daily assignment of personnel based on
event orders and volume of business.
4. Approved requisition of all food and beverage seeing
5. Attends to guest complaint and problems
regarding services in outlets and functions.
6. Initiates purchase requisition, misconduct
memoranda, employee ratings, spoilage and
breakage reports and other inter office
memoranda.
7. Ensures that FnB are clean, orderly and
prepared for business, supervises the set up
of bar counters, including the mise en place.
8. Participates in activities of his personnel
9. Perform duties common to all supervisors and
other duties as may be assigned
 Captain Waiter
Basic Functions: Responsible for preparing and mixing
foods and alcoholic and non-alcoholic drinks.
Duties and Responsibilities:
1. Prepares and Mixes alcoholic and non-alcoholic
drinks with accuracy.
2. Takes orders from the guest and serve drink to the
guest particularly at the counter, prepares order slip,
and present bill/accept.
3. Checks stock levels of FNB supplies.
4. Obtains and maintains a prescribed par stock
necessary on the operation.
5. Maintains cleanliness and orderliness in the FNB
area.
6. Checks the stocks and relay shortages, spoilage,
breakage to the supervisor concerned.
7. Prepares and check food and beverage set up.
8. Washes and dries dirty glasses and other
tableware's.
9. Prepares the beginning and closing
inventories.
10. Controls and distributes consumable items
relevant to the operations.
11. Supervises the activities of the barmaids/bar
porter.
12. Maintains the amount flows of operations in
the restaurant at all times.
13. Perform other duties as ma be assigned.
 FNB attendants
Basic Functions: Responsible for serving drinks as
assigned by supervisor.
Duties and Responsibilities:
1. Seats guest, suggest drinks and answers questions
concerning food and drinks preparation or content.
2. Writes down orders.
3. Relay orders to bar man and serve drink from bar.
4. Distributes bar chow, peanuts and chips.
5. Prepares and present guest bill.
6. Wipes tables, takes dirty glasses, ashtrays to service
stations.
7. Clean stock room and service station.

8. May obtained requisitioned materials and

supplies from stock room.

9. Help Barman wipe and polish glassware.

10. Perform duties common to all rank-and-file

and non supervisory personnel.
Opening Barman- the opening barman is
assigned to prepare the bar area operation
according to the following sequence.
1. Get the keys to PSD
2. Open the bar outlet and check the area.
3. Check the triplicate copy of the requisition
form to ensure that what was issued by the
storekeeper is delivered to the outlet.
4. Check requested food and beverage stock
and inform the supervisor about whatever is
not available.
5. Refrigerate perishables and other items to be
served without ice.
6. Get ice, ice cubes, crushed ice from ice maker.

7. Squeeze fruit juices/sliced fruits for garnishing.

8. Polish dust glass shelves and display counters.

9. Polishes bar counters.

10. Polishes glassware's and other operating

equipment.

11. Ensures cleanliness in respective area.

 Bus Boy
Basic functions: Responsible for serving drinks
assigned by supervisor.
Duties and Responsibilities:
1. Assist the bartender on the job such:
a. Setting up the bar
b. prepares the mise-en-place on the counter.
c. cleaning the bar surrounding and utensils.
d. washing and drying dirty glasses and
utensils.
e. assist in mixing drinks.
f. serves drinks to the guest.
Opening Duties
Waiters
1. Prepare the bar area for excellent service.
2. Check the stocks and relay shortages, spoilage and
breakage to the bar supervisor.
3. Mixes or fixes drinks with accuracy.
4. Takes the orders from the attendant correctly.
5. Takes the orders from the bar and place it on
checks.
6. Supervises the work activities of the bar boy.
7. Makes and present the check to the guest seated at
the bar area.
8. Perform other duties as me assigned by superior.
 Night Bar Supervisor-

Night shift bar supervisor is fully responsible for the preparation,

serving and closing of the outlet. Right after timecard he
should do the following;

1. Report to the bar managers office.

2. Report to the assistant bar manager.
3. Read bar outlets log book.
4. Check the bar outlet/staffs.
5. Brief the staff
6. Supervise the bar service
7. Check the barman who was assigned to close the outlet.
8. Make the requisition of bar outlets for tomorrow's operation.
9. Monitor bar staff’s closing side duties.
10. Accomplish the logbook with all the details pertaining to bar
operation and any unusual situation encountered.
 Bar Helper

1. Assist the bartenders in the set up of the bars

2. Replenish supply of glassware's, ice and soft
drinks.
3. Assist the bartenders in the service.
4. Changes soiled ashtrays at the bar.
5. Clean up bar service area regularly together
with the bartenders.
6. Collect and pick up requisition.
7. Performs other duties as ma be assigned.
8. Willing to be trained and learn fundamentals in
bar service,, this will lead to his promotion.
 Sequence of Table Service
Ala carte Service
1. Welcome/ Greeting the guest
2. Seating the guest
3. Offering of Cocktail Drinks
4. Filling of the Water Goblet
5. Serving Drinks
6. Presenting the Menu
7. Taking the food Order
8. Completing the Table Set up
9. Serving the food according to the Sequence
a. Bread and butter
b. Soup
c. Appetizer
d. Salad
e. Main course
 Sequence of Table Service
Ala carte Service
10. Clearing the table
11. Offering the Dessert
12. Serving the dessert
13. Offering/Service of tea/coffee
14. Presenting/Getting of guest check
15. Bidding Goodbye and thanking the guest
 Welcoming and Seating the Guest
1. Familiarize yourself with the set up in the
dining area.
2. Stay in the outlet entrance-.
3. If there is no available table.
4. If the guest had made the reservation.
5. Lead the guest towards the table.
6. Once the table is found the waiter should
assist in seating the guest.
7. Once the table is found ask the guest if the
table is alright for them.
8. Turn over the guest to the waiter.
 How to Take the Food Order?
1. Approach the table and stand beside the host.
2. Present the menu
3. Take the food order
4. If applicable, find out the manner of
preparation desired.
5. If the order takes time inform the guest
outright.
6. Be a salesman. Push the sale of your menu.
7. Write all orders in pad transferred to the guest
check.
8. Repeat the order to the guest
9. Get the menu book.
 How to be a sales person?
1. Look your best and smile
2. Know your Product
3. Anticipate the customers need
4. Tell the customer what is available
5. Suggest additional items
6. Understand the business.
Selling by Suggestion
1. You must know your product
2. Know how to read your guest- be alert to their needs
and wants
3. Be considerable and tactful
4. Have a sense of humor and timing
5. Know when you’ve said enough.
 SERVING POLICY
1. RECEIVING GUEST- service starts at the guests
approach the outlets. Once the guest sits, do not
leave the guest, say “ will this place be right to you
ma’am/sir?”
2. TAKING ORDERS- in taking orders the following
pointers should always be observed.
a. pen and scratch pad should always be
ready.
b. ladies have priority.
c. stand close enough to the customer to be able to
hear him.
d. repeat the orders to the guest.
e. before leaving the customer say “will be this all
3. WRITING ORDERS ON THE GUEST CHECK-
a. do not forget to write down your code no.,
date, counter seat no. number of persons on
the corresponding blank on the guest check or
order slip.
b. write down the names of the items and
quantity.
4. PLACING ORDERS –
a. give the guest check to cashier for validation
of orders and to the bartender.
b. Original copy to guest with the word “paid”
second copy to cashier and third copy to
bartender.
5. SERVICE ORDERS

A. Smile when serving and talking to the guest

B. Serve ladies first
C. Always mentioned name of drinks served.
D. Always underline bottle of beers, glasses with
coasters.
E. Always carry and serve drinks in the bar tray.
F. And others.
6. CLEARING/ CLEANING COUNTER
A. Empty glasses, bottles should taken away
from the counters immediately.
B. Soiled ashtrays, coaster should be changed
with clean ones.
C. Used straws, empty cigarette package and
other items should be taken away from the
counter.
D. Once the second drinks is served, take out
the first glass. If the glass is not yet empty,
wait for the guest to finish it.
E. If there is a spillage on the table, be sure to try
to wipe it with a clean rug.
7. PRESENTING THE GUEST CHECK-
A. Ensure that the guest check is the right one for the
counter seat.
B. Ensure that all orders reflected on the guest check
are items serve to the guest.
C. Ensure that the prizes are correct.
8. SETTLEMENT OF THE GUEST CHECK
A. All check are to be settled in cash unless the guest
is a credit card holders.
B. Credit cards accepted are; Commercial cards,
membership cards, silver cards, gold cards and
smart cards.
C. Guests, house guest, managers with authorization
are allowed to sign for their checks.
9. BIDDING GOODBYE- like our own guest at
home, our clients, expects a warm goodbye.
With a smile we should say thank you please
visit or come again. Hope you enjoyed the
evening with us.
 Bussing and Clearing the Table
1. To maintain the cleanliness of the table, soiled
dishes should be removed immediately.
2. When everyone finish eating, removed all the
soiled dishes. Flatware and condiments.
except the water glass and coffee cup which
should be filled and to be removed only when
guests have left.
3. Brush the tables with a clean moist side towel
whenever necessary.
4. Always ask excuse me the guest when
removing soiled dishes.
5. As a general rule, bus out from the right side of the
guest.
6. When bussing follow the standard operating
procedure- the 3 S’s
a. Scrape- all dirt crumbs from the plate and put them
into one container.
b. Stock- together the equipment at the same kind and
size.
c. Segregate- all item according to size.
7. Remove largest plate first. Followed by the smaller
ones.
8. Do not stock dishes too high.
9. Avoid overloading trays/ bush pans.
10. Carry tray by placing the palm of the hand at the
centermost bottom. Keeping elbows close to body,
bend your knees/
 Handling Complaints
1. Know what is being complaints by the
customer
2. Apologize to customer
3. Never argue or disagree
4. Handle problem with yourself if possible
5. Take actions
6. Offer alternative
7. Try to turn the complaint back into a satisfied
customer.
 Menu Management
A menu is a list of specific foods or dishes that fit
the meal pattern selected.
Meal Pattern- sometimes like an outline which
list the parts of the meal called courses.

Rules in Menu Planning

Objective planning of meals enhances the meal
manager’s chances of achieving her goals
because she can control the use of her
resources, especially the use of her time and
energy in shopping, cooking and serving meals
in the decision making.
 Rules in menu Planning
1. Plan several meals at one time, utilizing menus that
are easy to prepare
2. include one or more dishes meals.
3. Plan meals that have interesting variety in color,
texture and flavor.
4. Plan to serve foods that are not only in season but
also enjoyed by the dinner.
5. Plan dishes that do not entail too much preparation
at one time.
6. Consider palatable foods that are rich inessential
nutrients.
7. Make out a market list to avoid extra trips to the food
store.
8. Utilize left over and convenience foods when
necessary.
 Cardinal Rules in Menu Planning
1. Nutritive aspects- the provision of palatable foods
that is rich in essential nutrients, nutrients needs by
an individual including;
a. age
b. sex
c. body
d. build and activities
2. Economic aspects/food habits- the food budget is
influenced by the company’s income, knowledge of
the marketing staff’s shopping skills. Varieties of
foods, and their goals and values.
a. Foods in season should be utilize
b. Use locally available foods
c. Utilize proper substitutes
d. Leftover can be recycled onto new dishes.
3. Managerial Aspects- the length of meal
preparations, the amount of experience and
the time available are to be considered:
a. According to your capabilities.
b. So that it does not make excessive use of one
equipment
c. So that it does not require last minute
preparations.
d. So that preparation can be dovetailed.
4. Aesthetic Aspects/Psychological Aspects of
Food- the proper combination of the following:
a. Color
b. Texture
c. Shape/Form
d. Flavor
5. Difference in Food Habits- this includes the dietary
habits of Nationality groups, regional food patterns
and socio economic background.
a. Muslin Halal foods
b. Indian Vegetarians
c. Dietary Foods
6. Suitability, Availability and Quality of the
food to be served-
a. Freshness of the foods
b. Preparation with proper sanitation and
hygiene
c. Appropriate use of temperatures.
7. Equipments available for food preparation
a. Kitchen wares
b. Hollow wares
c. Silver wares
d. Miscellaneous wares
 Mechanics in Menu Planning
1. Capitalize all words except articles and prepositions.
2. The items that compose meals should be grouped
by courses.
3. When the item on the menu has special
accompaniment;
a. you may either place the main item to the left
accompanying item to the right.
b. you may center the main item and write
accompanying item underneath.
4. When a dish is accompanied by 2 or more items;
a. center the former, two items at the left and right
b. or right them on the line below.
5. The beverage appears as the last item of the
courses with which it is served.

6. Such items as butter, cream, sugar or salad

dressing are not written on menus unless
particular interesting or different.

7. Plan the spacing of the items on th emenu is

symmetrical. allow extra spacing between
courses.
 FUNCTIONS OF MENU

1. Breakfast Menu- 7am

2. AM Snack- 10am
3. Brunch Menu- is a combination of breakfast
and Lunch starts at 11am
4. Lunch Menu- 12noon
5. PM snack menu- 3pm
6. Mirienda Cena- 5pm
7. Dinner Menu- 7pm
8. Midnight snack- 12 midnight
 TYPES OF MENU
Although there are many types of functions carried out at
different times in various forms of establishments
there are only two basic classes of menu namely;

1. Table d’ hote- this is the set menu forming a

complete meal at a set price.
- a choice of dishes must be offered at all courses,
the choice and number of dishes will usually be
limited.
2. A La Carte- this is a menu with all the dishes
individually priced. The customer can therefore
compile his own menu, a true a la carte dish should
be cooked to order and the customer should be
prepared to wait for this service.
3. Cycle menu- are rotated menu at definite intervals.
4. Selective Menu- this type of menu include 2 or more
choices in each category.
5. Non-Selective Menu- are a type of menu that offers
no choices.
6. Static Set Menu- are same menus that is used each
day.
7. Formal Menu- are written in French, never list candies
, breads and preserves.
8. Du Jour- Menu for the Day.
9. Single use menu- menu that is used once.
10. A special Party Menu- these are menus for banquets
and parties of all kinds like birthday, wedding, debuts
and anniversaries.
 Setting the Table

The following guide is a basic set of rules for

setting the table.
It can be used for setting a formal as well as an
informal one.
An attractive table adds to the enjoyment of a
meal.
To set the table, you need a “place setting” for
each person. A place setting is all the items
each person needs for eating.
This includes the following appointments (any
item used to set a table):
a. dinnerware (plates, cups, saucers, and bowls);
b. glassware (glasses of all shapes and sizes);
c. flatware (forks, spoons, and knives);
d. napkins;
e. centerpiece
f. placemats or tablecloths, optional.

How a table should be set is determined in a

large part by the serving style.
Every family has its own eating style. There is
really no right and wrong way to serve a meal,
but there are three traditional serving styles:
1. family,
2. formal, and
3. buffet.
For the Foods Level C Guide, the family style
table setting is most appropriate. Food is either:
a. passed around the table for everyone to serve
themselves, or
b. portioned out by the head of the family and full
plates are served to each family member.
The following rules for setting a table correspond to the
numbers seen in the table setting illustration below.
1. The flatware, plate, and napkin should be one inch
from the edge of the table.
2. The plate is always in the center of the place setting.
3. The dinner fork is placed at the left of the plate.
4. If a salad fork is used, it is placed to the left of the
dinner fork.
5. The napkin is placed to the left of the fork, with the
fold on the left. It can also go under a fork, or on top
of the plate.
6. The knife is placed to the right of the plate with the
sharp blade facing in towards the plate.
7. The teaspoon is placed to the right of the knife.
8. If a soup spoon is needed, it is placed to the
right of the teaspoon.
9. The soup bowl may be placed on the dinner
plate.
10. The drinking glass is placed at the tip of the
knife.
11. If a salad plate is used, place it just above the
tip of the fork.
12. The cup or mug is placed to the top right of
the spoons.
 Tips for setting the table

1. Muffles the noise of clanking glassware and

dishes.
2. Placemats or tablecloths can be used for
special occasions.
3. Choose dinnerware and flatware appropriate
for the occasion and that compliment the other
table appointments. Match or blend colors and
textures in the dishes or contrast with
something different.
4. Use appointments that match the meal or food
to be served. That means, a snack can be
served on a paper plate with paper napkins
while a home-cooked dinner should be served
on attractive dishes to show off the meal. On
the other hand, party food may use the
family’s best dinnerware and cloth napkins.
5. Only the utensils necessary for the meal need
to be placed on the table.
6. Put down the correct number of placemats or a
tablecloth, if these are being used.
7. If there is room, serving utensils and dishes
can be placed in the center of the table or on
a nearby counter or server
8. The centerpiece should be attractive. Simple ones
such as fresh flowers, a plant, or fruit can be used.
If candles are used, they should be lit with the flame
above eye level. Be sure that the centerpiece is:
– low, so that people at the table can see over it,
– colorful and blends with the colors of the tablecloth and
dishes;
– fresh and clean looking.
9. The table should be clean; it can be left bare or a
table covering can be used as the background for
the food and appointments placed on it.
A table covering helps protect the table and Learn the
following tips that deal with eating manners so you
won’t be embarrassed!
10. Try some of every food served even if you
don’t like it or don’t think you will.
11. Avoid playing with foods on your plate.
12. Ask to have foods passed to you, rather than
reaching in front of someone else or across the
table.
12. Eat quietly with your mouth closed. Wait to
speak until you have swallowed any food in
your mouth.
13. Take small bites. Eat all that you take on your
fork or spoon in one bite.
14. Look neat and talk about cheerful topics to
make mealtimes pleasant
15. Pass food at the table to the right with your left hand.
Try not to blow on soup to cool it - it is not polite.
16. Cut salad with a knife if the pieces are too large to fit
in your mouth.
17. Use a small piece of bread as a “pusher” to help
guide food onto your fork.
18. Break off a whole piece of bread or roll into 2 or
more small pieces.
19. Leave your silverware on the plate or saucer under a
bowl when you have finished.
20. chinaware, hard, white, translucent pottery with soft
glaze, known as porcelain. It originated in China but is
now produced in various countries. Its composition is
of kaolin and petuntse.
 TABLE MANNERS

Table manners are the etiquette used when eating. This

includes the appropriate use of utensils. Different
cultures have different standards for table manners.
Many table manners evolved out of practicality. For
example, it is generally impolite to put elbows on
tables since doing so creates a risk of tipping over
bowls and cups.
Within different families or groups, there may be less
rigorous enforcement of some traditional table
manners of their culture while still maintaining others.
For example, some families ignore elbows on the table
or mixing of foods.
 AMERICAN TABLE MANNERS
A banquet is a large public meal or feast, complete with
main courses and desserts. It usually serves a
purpose, such as a charitable gathering, a ceremony,
or a celebration.
• When a dish is presented, the food is served to one's
plate and then passed on to the next person.
• Do not talk at an excessively loud volume.
• Never leave home hungry. Leave for your destination
at least half full just in case your host is late in
preparing dinner or the food is displeasing.
• If at all possible, refrain from coughing or sneezing at
the table.
• Never tilt back your chair while at the table, or at any
other time.
• Milk , Tea or coffee should never be poured into
the saucer to cool but should be sipped from
the cup. Alternatively, ice may be used to cool
either.
• Do not make unbecoming noises while eating.
• Do not play with food or table utensils.
• Do not put your elbows on the table or slouch.
• The fork is used to convey any solid food to the
mouth.
• Eat soup noiselessly and with the side of the
spoon.
• Do not eat food with your fingers unless you are
eating foods customarily eaten with fingers,
such as bread, french fries, chicken wings,
pizza, etc.
• Do not start eating until every person is served.
Alternatively, wait until the host/hostess lifts
his/her fork (or spoon).
• The fork may be used by either the left or the
right hand.
• When serving, serve from the left and pick up the dish
from the right. Beverages are both served and
removed from the right.
• Always ask the host or hostess to be excused before
leaving the table.
• A prayer may be customary in some families, and the
guests should join in even if they are not religious or
do not follow the same religion. Most prayers are
made before the meal is eaten. The Hutterites pray
both before and after a meal.
• Utensils are used either in the American or the
Continental fashion -- either is correct.
• When using paper napkins, never ball them up or
allow stains to show.
• Keep your napkin on your lap.
• Do not ask to take some of your uneaten food
away from the meal after it ends, especially
when having a formal dinner.
• Never talk on your phone at table. If urgent, ask
host or hostess to be excused, and go outside.
Apologize when returned.
• It is acceptable in most places to not finish all of
the food on your plate.
• Bread plates are to the left of the main plate,
beverage glasses are to the right.
• Use your silverware from the outside moving
inward toward the main plate. Salad fork, knife
and soup spoon are further from the main plate
than the main course knife, fork and spoon.
Dessert utensils are either placed above the
main plate or served with dessert.
• Do not place your napkin on your lap until the
host does. This signals the beginning of dinner.
• Follow the Always Sometimes Never rule.
Hands should always be visible, forearms
sometimes visible, and elbows never visible.
This is to be as culturally aware as possible.
• The knife blade should be placed on the edge
of your plate when not in use. The blade should
always face inward.
• When finished with your meal, place your knife
and fork with handles at the 4 o'clock position
and the tines of the fork down to signal to the
server you are done.
 FILIPINO TABLE MANNERS

- Food is usually eaten with European cutlery,

though with variation: the tablespoon is the
main utensil, held in the right hand; the left
hand holds the fork, but only as a helper to
scoop food into the spoon.
- Unlike other Asian cultures, it isn't considered a
faux pas to use a knife to reduce foods to
smaller portions at the dining table.
• Eating with your hands is acceptable in some
cases - although rare these days, especially in
the urbanised areas of the country. One would
find this practice mostly in rural areas.
• Eating with hands is not practised in formal
dining situations, except of course with foods
that normally are consumed that way, such as
table breads (i.e., buttered buns).
• Generally, mid-level restaurants and social
gatherings are also not appropriate venues for
this.
• In Islamic parts of the country, one absolutely
must remember never to eat with the left hand
as it considered unclean.
• When visiting another's home, it's customary for
the host to provide drinks and some snacks for
the guests. It is very important for the guest to
accept this offering. To do otherwise would be a
serious insult or put-down.
• In situations where the guests may already
have full stomachs, it is best to at least eat
smaller portions of the food. Food may only be
declined in the severest of circumstances,
practically limited exclusively to allergies and
other medical conditions.
• Consuming all of the food on your plate is
considered good manners, as an indication that
you are satisfied with the food. Leftover food,
however, is not necessarily bad manners.
• Certain Western customs (especially American
ones) may apply, but the practice is
inconsistent. Different families or different
places vary in their application of Western table
manners.
• Filipinos love to laugh. It's important to smile
and laugh along with everyone else even if you
may be quiet or shy, for it signifies that you are
enjoying your time and not bored.
 EXECUTIVE CHEF

SR. SOUS
CHEF

CHEF D’ PARTIE CHEF GARDEMANGER PASTRY CHEF CHIEF CHIEF

(hot kitchen) (cold kitchen) (BAKESHOP) BUTCHER STEWARD

DEMI CHEF DEMI CHEF DEMI ASST. ASST.

ASST. HEAD CHEF CHIEF CHIEF
BUTCHER STEWARD
COMMIS 1
DISH WASHER
COMMIS 2
BAKER SILVER MAN
COMMIS 3
POTS/PAN
COOK HELPER COOKHELPER COOK HELPER WASHER

YARDMAN
 directs, supervises, monitors, and controls all production activities in all
kitchen outlets and sub sections. op
SPECIFIC DUTIES AND RESPONSIBILITIES:
1. Plans and organizes all production activities, identifies operating
requirements, prepares budget and looks after mis-en-place preparation.
2. Determines allocation of servings on a day to day basis and on such basic
prepares the daily market list and food requisition.
3. Checks requirements or orders of outlets for butchered items, processed
foods, and other products and oversees their preparation.
4. Prepares work schedule of kitchen staff and distributes side duties.
5. Ensures that production meets quality standards and complies with
standard operating procedures.
6. Checks processed items before they are dispatched.
7. Supervises the allocation and segregation of finished product.
8. Supervises the proper inventory of stocks.
9. Checks, signs and investigates spoilage and accident/damage report.
10.Sees to it that food preparation is done in accordance with standard recipe
and in line with safety and sanitation guidelines as well as control policies.
11.Looks after the proper use, maintenance and storage of kitchen equipment.
12.Evaluates and supervises the performance of kitchen staff.
13. Ensures discipline among kitchen personnel and takes appropriate
disciplinary
Action against erring staff.
14. Conducts operation meeting with staff to discuss new promotion and
to resolve operational problems.
15. Coordinates with the dining supervisor for the set-up and
requirements of the buffet and for other operational concerns.
16. Conducts product research and development, designs menus that
will best suit the target client and conducts recipe testing.
17. Checks and validates reports on spoilage and prepares spoilage
report.
18. Inspects staff grooming and hygiene: ensures compliance to
sanitation standards.
19. Monitors daily food cost and takes remedial action when cost goes
beyond budget.
20. Checks condition of food storage; ensures compliance to
temperature requirements; and
21. Performs other related duties as maybe assigned by superior.
 responsible for monitoring and directing all aspects of the kitchen
operations from menu planning, mis-en-place preparation, actual
production, set up food counters and buffet and dispatching/distribution of
finished product.
DUTIES NAD RESPONSIBILITIES:
1. Closely works with the executive chef in the preparation of menus and in
the standardization of recipes as well as in designing new promotions.
2. Supervises preparation of all mis-en-place requirements of the kitchen.
3. Ensures that all production staff are consistently producing high quality
food items according to current menus and sets standards.
4. Maintain profitable food production level and ensures attainment of
forecast.
5. Assist the executive chef in preparing the market list indicating types of
food items, quantity and quality to be purchased.
6. Coordinates closely with the exe. Chef on the new methods of food
presentation.
7. Initiates requisition of food stuff and kitchen supplies based on estimated
food consumption or daily function and maintain minimal par stock.
8. Checks food preparation in all production areas.
9. Assists in preparing menus and annual budget, recipes.
10.Ensures that all operating equipment are in working condition.
11.Coordinates closely with the stewarding unit for needed hollowware and
other equipment needed for daily food display and banquet function.
12. Takes charge of the over-all food production in the absence of the
exec. Chef.
13. Attends to special events, meetings, and other activities In the
absence of exec. Chef.
14. Monitors merchandise transfer slip for proper cost accounting.
15. Evaluates kitchen requisition and merchandise transfer slip.
16. Conduct monthly physical inventory of stocks in the preparation areas
.
17. Performs other related duties and special project that may be
assigned by the exec. Chef.
 responsible for maintaining high quality food production in his section
and ensures that standard recipes and control policies are enforced.
DUTIES AND RESPONSIBILITIES:
1. Checks and maintains kitchen equipment in his assigned station.
2. Oversees the food handling in his section and insures that safety and
sanitation standards are complied with.
3. Checks and inspects the quality and quantity of all raw materials that
are delivered or issued to his section.
4. Coordinates closely with the sous chef with regards to food promotions
and banquet function.
5. Ensures that assigned section/outlet is consistently producing high
quality items according to current menus and set standards.
6. Prepares food requisition and inter-kitchen transfer.
7. Prepares food schedule for the staff in the assigned section/outlet.
8. Coordinates closely with the sous chef on the new methods of food
preparation.
9. Exercise administrative function which includes personnel discipline,
recommendation for promotion and approval of overtime and
scheduling of vacation leave.
10.Trains personnel under him.
11.Performs other related duties and special projects as may be assigned
by the sous chef and exec. Chef.
 plans, directs, monitors and controls butchering functions in the
kitchen.
SPECIFIC DUTIES:
1. Receives and tests meat/kitchen samples endorsed by purchasing.
2. Conducts butcher’s test.
3. Coordinates with HRD regarding manning requirements and prepares
staff schedule.
4. Train and coaches his staff on butchering procedures.
5. Supervises butchering of meats, sea foods, etc.
6. supervises and monitors segregation of stocks and packaging of
finished products.
7. Assists in hot kitchen preparation.
8. Supervises food processing.
9. Initiates and supervises inventory of stocks.
10.Looks after the proper use, cleaning and preventive maintenance of
kitchen equipment and tools under his section.
11.Assists product development team conducting yield and quality test of
recipes.
12.Performs other related duties as maybe assigned by superior.
 (COMMIS 1) responsible for preparing soup, entrees and sauces, for
cutting the meat, poultry and fish, assists in preparing special dishes.
DUTIES AND RESPONSIBILITIES:
1. Directs and supervises activities of personnel engaged in preparing
and cooking food, assists them in the preparation.
2. Supervises garnishing and decoration of plates.
3. Maintains proper food portioning of dishes and ensures that cost
control policies and procedures are followed.
4. Studies new ways of preparing food items, submit proposal to the
exec. Chef for approval.
5. Ensures that food order are prepared and promptly dispatched.
6. Prepares and submits daily food production and inventory report.
7. Monitors merchandise transfer slip(inter-kitchen transfer)
8. Performs other related duties and special that may be assigned by his
supervisor.
 (second cook) responsible for the preparation of soups, stocks,
bouillon, consommes and sauces.
DUTIES AND RESPONSIBILITIES:
1. Prepares dishes assigned to him following the recipe and standard
cooking procedures
2. Checks and prepares mis-en-place daily, before start of cooking.
3. Receives food order from the waiter and ensures that all food orders
are prepared promptly and dispatched accordingly.
4. Keeps his work area clean.
5. Assists his superior in conducting recipe test.
6. Assists in the set up of food counters and buffet.
7. Sees to it that hygiene and sanitation are observed in the kitchen.
8. Assists the senior cook and chef d’ partie in preparing daily food
production and inventory report.
9. Performs other official duties and special projects as may be assigned
by the chef d’ partie or sous chef.
 (third cook) prepares hot dishes In accordance with standard recipes.
DUTIES AND RESPONSIBILITIES:
1. Assists the senior cook and the second cook in the preparation of mis-
in-place and in food preparation following prescribed recipes;
2. Checks all food items for daily preparation and makes requisition of
necessary ingredients and supplies.
3. Maintains cleanliness of all operating equipment.
4. Sharpens all knives and arranges them in the drawer accordingly
5. Assists the chef de partie In the preparation of food requisition (based
on the daily inventory report and par-stocking requirements) to be
used in the daily production.
6. Sets-up pots and pans and other cooking utensils before the actual
food preparation.
7. After each shift, conducts inventory of all food items In his assigned
section and turns its over to the next shift.
8. Ensures cleanliness and proper maintenance of his work area.
9. Performs other related duties and special projects that may be
assigned by the exec. Chef, sous chef and the chef de partie.
 responsible for the cleanliness of the walk-in refrigerators and
freezer(insides and outsides) and the proper maintenance of work
area during operations.
DUTIES AND REGULATIONS:
1. Upon reporting in the morning picks up requisition in the storeroom
and distribute it to each section in the food production area.
2. Cleans walk-in and reach-in refrigerators both inside and outside.
Separate spoiled food and rotten vegetables and reports it immediately
to the chef de partie or sous chef.
3. Prepares mis-en-place and check items needed In the daily
preparation.
4. Assists the senior cook, second cook, and third cook in the preparation
and cooking of food both for a la carte orders and banquets.
5. Maintains the cleanliness of the work area, specially during busy
hours.
6. Provides sufficient chinaware and pots ands pan in every section of
the food preparation.
7. Acts as a kitchen runners.
8. performs other duties that may be assigned by his superior.
 plans, organizes, directs, and controls all aspects of stewarding operations
including pots and pan washing, dishwashing, garbage disposal,
maintenance of cleanliness and sanitation In the kitchen and stockroom.
SPECIFIC DUTIES:
1. Coordinates with the chef and outlet supervisors regarding their
requirements for equipment and utensils, coordinates with them in
establishing their par stock and budget for supplies.
2. Ensures that par stock requirements(supplies and equipment) of all outlets
and commissary are available; initiates purchase request when
replenishment is needed.
3. Checks and monitors accuracy and timeless of inventories of supplies and
equipment.
4. Makes rounds and inspects the condition and cleanliness of all equipment
used for food preparation and service; also checks if proper job procedures
are followed.
5. Trains his personnel on stewarding procedures and proper handling of
machinery, equipment, etc.
6. Monitors dishwashing, pots and pans washing, garbage disposal and other
aspects of stewarding operations.
7. Prepares and schedules preventive maintenance work and coordinates
with the maintenance unit for the needed repair.
9. Maintains a log book of critical incidents, staff performance,
complaints, problems and daily activities.
10. Supervises and monitors inventories of all table wares, kitchen wares
and utensils used by the commissary outlets.
11. Prepares and submits monthly reports on issuances, losses and
breakages of equipment.
12. Supervises cleaning and maintenance in the kitchen and commissary.
13. Evaluate job performance of subordinates, takes action on disciplinary
cases.
14. Performs other related duties as may be assigned by the superior.
 responsible for cleaning, sanitizing and proper storage of utensils, flat
wares, glass wares, silverwares, etc.
SPECIFIC DUTIES:
1. Washes/sanitizes utensils and dining equipment including cutleries,
glasses, hollow wares, china wares, etc.
2. Maintains an adequate stock of cleaning supplies in his station like
detergents, powder soaps, scouring pads, etc.
3. Assists in collecting soiled dishes for dishwashing.
4. Exercises flexibility in washing wares avoiding breakages and
chipping-off waters.
5. Ensures the proper stacking and storage of utensils and wares.
6. Reports losses and damages to equipment.
7. Assists in taking physical inventory of utensils and equipment.
8. Performs other related duties as may be assigned by superior.
 collects garbage from the outlet and station, transport it to garbage room on
hand truck, dumps garbage on sorting table and examines garbage for
possible recovery of operating equipment, cleans garbage cans and area
with hot water, steam and deodorizer.
SPECIFIC DUTIES:
1. IN CHARGE OF GARBAGE- install garbage cans, relines wet garbage
containers, covers them.
2. Does cleaning of freezes, ceiling and floors.
3. Collects empty bottles, crates, cartoons and other papers for garbage and
separates each for inspection.
4. Washes and sanitizes garbage cans and return/distribute them to
consuming units.
5. Reports all items found in the garbage after screening at the sorting table to
the supervisor for recording.
6. Cleans receiving area and fumigates it with non-toxic chemical.
7. Reports defects inside the garbage area like water leaks, busted bulbs,
out-of-order freezer and shortage of drums and containers.
8. Informs supervisors whether garbage is collected or not by the contractor.
9. Polishes metal wares, steel and aluminum wares to bring back their gloss
and appeal.
10.Assists in mis-en-place preparation in the kitchen when available.
11.Performs other duties that may be assigned by superior.
 responsible for cleaning, sanitizing and proper storage of pots, pans
and other kitchen equipment used for food preparation.
SPECIFIC DUTIES:
1. Washes/sanitizes all pots, pans and other equipment needed for food
preparation.
2. Maintains an adequate stock of cleaning/washing supplies and
informs supervisor of any need to replenish stocks.
3. Assists in mis-en-place preparation in the kitchen when not occupied
in pots/pan washing.
4. Ensures the proper stacking and storage of kitchen equipment.
5. Reports losses and damages to equipment.
6. Assist in taking physical inventory of utensils and equipment.
7. Performs other related duties as may be assigned by superior.
 Servers are essentially internal marketing tools. They are the link between your
customers and sales, so you want a server who is going to be successful at
marketing your menu and establishment to their guests. Obviously, knowledge
and experience make a person a good server, but what character traits should
you look for in an individual that will tell you they would shine as a server? Here
are some guidelines:
• EFFECTIVE COMMUNICATOR
– One of a server’s main jobs is to communicate with costumers and the rest of your
staff. Servers should be able to communicate with as wide range of personalities.
This communication extends to facial expressions and body language. If a server is
frowning at a guest, he or she is communicating negative emotions. Whereas a
natural smile implies a welcoming emotion.

HIGH ENERY
Restaurant serving is a tough job that requires many hours of walking and long
periods on your feet. Servers need to be able to maintain this energy level
throughout a shift.
FLEXIBILITY
Servers should be flexible and able to deal with sudden, unexpected rushes that
require them to extend their shift. They also need to be flexible and tolerant in
dealing with the public.
CAN HANDLE STRESS
The restaurant world is a stressful one and servers will have to deal with physical
and mental stress on a daily basis. This stress can take the form of annoying
customers. A surly kitchen crew, another server that won’t pull his or her own
weight, or simply dealing with a full restaurant.
• COOPERATIVE
– Restaurants require a good deal of teamwork and cooperation. Therefore, servers
should be willing to pitch in and help. For example, a good server would help the
salad person when he or she was backed-up: a less-than-ideal server would stand
and wait for his or her salads, with hands on hips.
COURTEOUS
Servers should be polite and courteous with their managers, fellow employees
and guests. There are no “ifs” “ands” or “buts” about it!
DESIRE TO PLEASE OTHERS
The job of server is aptly named. A person that is working in such a position
should get satisfaction from pleasing other people. A server must be able to put
his or her ego in check for the good of the costumer, as well as for the good of the
tip!
EMPATHIC
Good servers can read a customer quickly and see if they want to be alone or are
interested in chatting. This ability to feel and reflect another person’s mood is
helpful for setting the right tone for a guest. If a solitary dinner is reading, the
server shouldn’t loiter, automatically assuming the person is lonely. If the guest
encourages conversation, that’s fine, otherwise, he or she may simply be
interested in the book they’ve brought along!
NEAT APPEARANCE
Servers need to be neat and clean. Your server indicates to your guest how clean
and organized your facility is. If the server runs up to the table frantically
searching for a pen, wearing a dirty apron and shirt, the customer is going to feel
that this reflects how much you care about the rest of your operation.
• HANLING GUEST CHECKS MENU KNOWLEDGE
– knowledge of computerized – description(including taste) of
cash register all menus items
– Entering items on a check – Description of wines and how
– Deleting items from a check to pair wines with entrees
– How to operate credit card – Knowledge of preparation
machine techniques
– Running report at end of shift – Potential food allergies and
for open guests checks customer diet concerns and
– Opening a check alternatives
– Procedures for voiding checks
– Proper customer payment
procedures
– Giving back change
• SIDE DUTIES • SERVICE
– Folding napkins – The sequence of service
– Stocking stations – Greeting guests
– Refilling salt, pepper and – Filling drink orders
– Serving drinks
condiments
– Setting tables prior to service – Serving wine
– Suggestive selling
– Making coffee/tea
– Taking appetizer and entrée
– Refilling sugar orders
– Other_________________ – Serving appetizer and entrée
CLOSING DUTIES orders
cleaning side stations – Cleaning table during meal
service
Resetting tables for next shift
– Presenting check
restocking service areas – Properly bussing table when
cleaning service trays service has concluded
– Resetting table
• GENERAL • SET-UP DUTIES
– Hospitable to guests • Set-up tables prior to service
– Punctual • Preparing water pitchers and
– Was trained in and follows water glasses
correct procedures for • Cleaning bus pans and trays
finding subs
• Rolling silverware
– Personal hygiene
• Preparing bread baskets
– Heimlich maneuver
• Checking restroom for
– Neat appearance
cleanliness
– Has a good attendance
record
– Company policies,
including scheduling, pay,
break times and sexual
harassment
– Safe food-handling
– Safe workplace procedures
• SERVICE DUTIES • CLOSING DUTIES
– Clean dishes from table in a – Cleaning back kitchen
quiet and efficient manner – Resetting tables
– Empty trash from dining room – Cleaning bus pans and carts
and kitchen – sweeping
– Seat guests
– Know how to put away clean
dishes and kitchenware
– Proper way to stack and carry
dirty dishes from dirty tables
– Set up place settings correctly
– Make and refill coffee and tea
– Know how to work the
dishwashing machine
– Delivering dishes to
dishwasher
– Proper way to deliver and
stack clean dishes from
dishwasher
END OF THE
PRESENTATION