Food and Beverage Services NC II CBLM This module contains information and learning activities in providing a link between kitchen and service areas and providing food and beverage services. Upon completion of this module and you feel confident that you have had sufficient practice, you may request your trainer to arrange an appointment with a registered assessor for your assessment. The results of the assessment will be recorded in your Competency Achievement Record.
Wednesday, January 14, 2009 Module Title: Providing Food and Beverage Services NC II HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL This is a Competency Based Learning Material for the Module PROVIDING FOOD AND BEVERAGE SERVICES. This learning material contains activities for you to complete. It covers the knowledge, skills and attitudes required to complete the competency. You are required to go through a series of learning activities in order to complete each of the learning outcomes of this module. In each learning outcome, Learning Elements and Reference Materials are available for your further reading to assist you in the required activities. You are expected to accomplish all the required activities and to answer the self-check after each learning element. Please note that you need to have 100% correct answers to each self-check to pass the activity. You are required to obtain answer sheets, which are available from your trainer or at the end of each learning element, to reflect answers for each self-check. If you have questions, please do not hesitate to ask your facilitator for assistance. Recognition of Prior Learning (RPL) You may have acquired some or most of the knowledge and skills covered in this learning material because you have: • Actual experience on the job; • Already completed training in this area. BENEFITS OF RPL o Gives credit for knowledge and experience o Reduces duplication of learning o Reduces costs of obtaining formal credentials o Gives immediate feedback and determines which competencies need verification and
testing o Identifies training gaps o Training (is individualized and results in a recognized certificate) o Assists in professional development o Allows for better use of time and resources o Potentially saves on training costs So, if you can demonstrate to your trainer that you are competent in a particular skill, you do not have to do the same training again. Or, if you feel you have the skills, talk to your trainer about having them formally recognized. You may also show your Certificates of Competence from previous training. And if your acquired skills are still updated/relevant to the module, they may become part of the evidence you can present for RPL. A Record of achievement is also provided for your trainer to fill-in upon completion of this module. This module was prepared to help you achieve the required competency in providing a link between kitchen and service areas, food and beverage services and room service. It will serve as a source of information for you to acquire the required knowledge and skills for Food and Beverage Services (NC II), with minimum supervision or help from your trainer. This material will aid you in acquiring the competency at your own pace, independently. To achieve the full benefit of this module: • Talk to your trainer and agree on how you will both organize your training on this unit. Read through the Competency Based Learning Material carefully. It is divided into sections which cover all the skills and knowledge you need to successfully complete this module. • Most probably, your trainer will also be your supervisor. He/She will be there to support and show you the correct way to do things. Ask for help if you need one. • Your trainer will tell you about the important things you need to consider when doing the activities. It is important you listen and take notes. • You will have plenty of opportunities to ask questions and undergo rigid practice. This will help you in achieving competency in your new skill. Ample practice will improve your speed, memory and confidence. • Talk with more experienced colleagues and ask for guidance. • Answer self-checks at the end of each section to test your own progress. • When you finished each element and feel that you are ready, demonstrate the activities outlined in the learning material to your trainer. • As your work through the activities, your trainer will be taking note of your
performance. He/She will be providing feedback on your progress. Your readiness for assessment will be reflected in his/her report, if and when you have successfully completed each element.
UNIT OF COMPETENCY: PROVIDE FOOD AND BEVERAGE SERVICES. MODULE TITLE : PROVIDING FOOD AND BEVERAGE SERVICES. Introduction This module contains information and learning activities in providing food and beverage service. Upon completion of this module and you feel confident that you have had sufficient practice, you may request your trainer to arrange an appointment with a registered assessor for your assessment. The results of the assessment will be recorded in your Competency Achievement Record.
SUMMARY OF LEARNING OUTCOMES At the end of this competency-based learning material, the learners are expected to meet the following learning outcomes: PRE-OPERATION 1. Check dining and restaurant area facilities for cleanliness prior to service. 2. Prepare dining room and make necessary adjustments for lighting, room temperature, music, floor and other decorations to ensure comfort and ambience for customers. 3. Arrange furniture in accordance with hotel/restaurant requirements. 4. Check tables and their settings for stability and comfortable access to service personnel 5. Check and prepare service equipment. 6. Check menu variations and daily specials with kitchen staff.
ASSESSMENT CRITERIA 1. Dining/Restaurant area and customer facilities are checked for cleanliness prior to service and corrective actions are taken when required. 1. Dining environment is prepared and adjusted to ensure comfort and ambience to customers as appropriate. 2. Set up furniture in accordance with enterprise requirements, bookings, customer requests, convenience and safety. 3. Equipment are checked and prepared for service.
4. Menu variations and daily specials are verified with kitchen staff based on establishment policy and guidelines 5. Tables are set within the required timeframes in accordance with establishment standards and/or customer‟s special requests.
LEARNING EXPERIENCES Activity Special Instruction LEARNING ACTIVITY 1 Assign guests to their tables using the prescribed restaurant lay out.
Refer to the information sheet and hand out.
LEARNING ACTIVITY 3 Using the internet in analyzing the menu See the module for instructions
LEARNING ACTIVITY 4 TABLE SETTING Given the necessary information sheet with specific menu, arrange the table set up.
Allocate time and give specific instruction in setting up the table.
LEARNING ACTIVITY 5
NAPKIN FOLDING Given the specific name of napkin, fold it without looking from your module
Allocate time and give specific instruction in napkin folding.
INFORMATION SHEET
FOOD AND BEVERAGE SERVICE ATTENDANT
Food and beverage service attendant refers to the worker assigned in the service of food and beverages to guests, also known as waiter/waitress. The first and most important requirement for a food and beverage service attendant is to have knowledge on the tools, materials and equipment necessary for service.
Flatware 1. Dinner Knife 2. Dinner Fork 3. Salad Knife 4. Dessert Fork 5. Fish Knife 6. Fish Fork 7. Cocktail Fork
8. Oyster Fork 9. Dessert Spoon 10. Soup Spoon 11. Tea Spoon 12. Coffee Spoon 13. Butter Knife
Carafe - 1/2 liter (for service of wine or water)
Irish Coffee glass
Cocktail or Coupe Glass Red Wine Glass Champagne Saucer (Used for sparkling wines or for serving some appetizers or sweets) Tumbler or Water Glass Fortified Wine Glass (Sherry, Port) White Wine Glass Champagne Flute
The food and beverage service attendant must also be familiarized on the dinning area and must be able to arrange the area as required by the customer.
Activity Number One Given the following details below, assign customers with the proper table by writing the assigned number to the table in the restaurant layout on the next page. 1. couple (non-smoking)
2. Family with six members (non smoking) 3. a group of four ladies (smoking) 4. a couple with disabled wife (no preference yet) 5. A couple with one two-year old kid. 6. Pres. Gloria M. Arroyo and her ten cabinet members
Things to consider:
LAY OUT OF A FINE DINING RESTAURANT (Use this for the activity)
TABLE SETTING A fine dining restaurant and a family restaurant both provide food and beverages. Each of these establishments will have different styles of menus, restaurant service and table set up. The décor and layout of the restaurants will also differ.
THE COVER
The cover is the total space needed to set one complete setup for a guest. The space is about 24 inches depending on the type of service. For traditional ala carte that would use show plate, definitely the cover should be more than the size of the show plate.
Cover THE LINEN 1. If the silence pad is used, it should be placed evenly on the table so that the edges do not hang down below the tablecloth. 2. The table cloth is laid over the silence pad or directly over the table. 3. Fold the table cloth into four folds and spread evenly on the table (your trainer will demonstrate it to you). 4. The linen should be free from holes and stains.
THE SILVERWARES
1. Dinner Knife and dinner fork should be laid about 11- 12 inches apart so that the dinner plate may be placed easily between them.
1 inch from the edge
11 - 12 inches apart
2. The remaining silver wares should be placed to the right of the knife and to the left of the fork in order of which to be used. 3. The handle should be perpendicular to the table and 1 inch from the edge of the table.
4. Bread and butter knife is placed either over the bread and butter plate either parallel or perpendicular to the edge if the table. 5. Oyster fork is placed to the extreme right of the cover. 6. Silverwares for dessert are placed just before the dessert course is served or on the top of the cover.
THE CHINAWARE 1. Bread and butter plate is placed at the left of the cover, directly above the tines of the dinner fork or at the extreme left side of the cover if there is enough space.
Bread & butter plate
2. Sugar bowls and salt & pepper shakers are generally placed in the center of the table. If the table is good for two persons, these are to be placed at the side near the wall.
ACTIVITY NUMBER TWO Gather information about Max‟s Restaurant and a Restaurant from one five star hotels (may use internet to see the details). Consider these two types of restaurants and describe the establishment using the following headings as a guide: Max‟s Restaurant Address: _________________________________________
Restaurant (in a Hotel) Address: ____________________________________
Menu A. Style of Menu/Cuisine ________________________________________________________________________ ________________________________________________________________________ __________________________________________ B. Price range ________________________________________________________________________ ________________________________________________________________________ __________________________________________ C. Terminology used ________________________________________________________________________ ________________________________________________________________________ __________________________________________ Dining Area A. Description of establishment ________________________________________________________________________ ________________________________________________________________________ __________________________________________ B. Décor ________________________________________________________________________ ________________________________________________________________________ __________________________________________ C. Capacity ________________________________________________________________________ ________________________________________________________________________ __________________________________________ D. Restaurant layout Max‟s Layout Restaurant‟s Layout
E. Table set up used
GUIDE IN FORMAL TABLE SETTING The general principle in table set up is to use the outermost utensil or utensils, as necessary, one set for each course. For a formal place setting, you will set up silverware as the menu needs, arranged in precisely the right order. Consider the following points: Oysters, as appetizer Use the small fork placed at the right of the soupspoon. This is the one exception to the rule of placing forks to the left of the plate. Soup The soupspoon is commonly the only spoon provided for the initial place setting.
Salad Note the thicker tine at the left of the fork, which strengthens the tool -- for right handed people -- for use in cutting large salad greens without having to resort to the knife. Fish Both a fork and a knife are provided for fish. Sometimes the fish knife has a silver blade, because fish, which is often served with lemon, reacts with the steel in old knife blades, causing an unpleasant taste. The fish fork is usually shorter than the dinner fork. Meat /Main dish The inner fork and knife are provided for the main course. Dessert In this case, the dessert utensils will be brought in with the dessert. However, you may encounter the dessert spoon -- and fork, if needed -- as part of the initial place setting. They would be placed horizontally over the plate and parallel to each other, with the bowl of the spoon pointing to the left and the tines of the fork pointing right. When coffee and
tea are served, a teaspoon will be provided; it is brought in on the saucer.
SAMPLES OF THE TABLE SET UP
Note: Table set up will vary may be because of the following points: 1. Type of service a. Russian b. French c. American d. British e. Buffet 2. Types of menu a. table d‟hote b. a la carte c. buffet d. function menu (for banquet) e. breakfast (continental menu / American, etc.) 3. Number of courses to be served a. appetizer b. soup c. salad d. main course e. dessert f. coffee / tea 4. House rules (set by the establishment) - Standard Operating Procedures (SOPs) used by the establishment. Usually use to align with the custom of the customers being catered.
This picture shows how waiter sets water goblet on the table. The waiter shows the proper way of carrying plate with utensils.
ACTIVITY NUMBER THREE Listed below is the food ordered by guest. Arrange the necessary mise-en-place first then your trainer will instruct you to set up the table.
Appetizer : Oyster in Asian Style Soup : Cream of Asparagus Salad : Tossed Green Salad with Thousand Island Dressing Main course : Pork Belly in Apple Sauce Dessert : Hummingbird Cake Beverages : Coffee Wine Water
CHECKLIST: Are table appointments properly set?
TABLE APPOINTMENTS YES NO Dinner Napkin Dinner Fork Dinner Knife Salad Fork Oyster Fork Coffee cup and saucer Teaspoon Water Goblet Wine Glass Dessert Fork Soup Spoon
Dessert Spoon
Signature of the Trainee: _______________________ Date: ___________ Trainer: ______________________________________ Date: ___________
NAPKIN FOLDING The final presentation on the table setting is the napkin fold. Restaurants will either use paper or linen napkins, linen being mostly used in more up market restaurants due to laundry costs. Paper napkins are available in a number of sizes and colors and the degree of thickness is indicated by the numbers of "Ply" (one, two and three ply serviettes are the most common). Napkins should be folded with clean hands, and away from the set table to avoid disturbing the set cutlery. When selecting a napkin fold, the following considerations known as the acronym „HATS‟, apply Hygiene Handling There is a trend towards simple folds to lessen handling of the napkin by the waiter, to improve hygiene Appearance Select a fold to suit décor and table setting. Some folds are suitable for placing in wine glasses or bread baskets, but most are designed to sit in the centre of the cover, on a show plate or on the side place. Time Simplicity in style reduces staff costs. Storage Some folds have the advantage that they can be folded in quiet times and stored. Your trainer will demonstrate at least ten basic napkin folds. Watch and apply as your trainer instructs you to do it. On the succeeding pages, there are some samples.
ACTIVITY NUMBER FOUR Write the name of napkin fold & demonstrate how to fold it to your trainer. The trainer will check whether you performed it correctly or not. NAME YES NO 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Competent: _________________ Not Competent: _________________ Date: ______________________ Signature of trainee: _______________ TYPES OF SERVICE 1. RUSSIAN SERVICE CHARACTERISTICS 1. In RUSSIAN SERVICE the meat is precut in the kitchen and then rearranged on the platter. It is also known as platter service. Examples: A. Experienced chefs precut racks of venison, but put the meat back onto the bones so it
looks like a whole rack. B. A whole piglet is carved in the kitchen but put back together so it could be shown as a whole in one piece. C. The chefs portioned a goose in the kitchen but carefully served on a platter looking like a whole one. D. The same is done with a whole fillet of beef or a whole fish. If it is filleted and put back onto the platter so it looks like a whole, all done in the kitchen prior to serving. 2. The cooks always do a nicer job to carve and garnish platters, than most waiters, the waiters has to know the procedures also. For banquets this was the preferred way and it allows a speedy service without rechauds straight from the platter onto the patron's plates. 2. FRENCH SERVICE FRENCH SERVICE calls for a much table-side-work. Characteristics 1. The food cooked to perfection and garnished with much care is brought on show platters to the guest. 2. Most of the carving and portioning were done in front of the guest. Such still includes the skillful cutting of a whole fillet a la Wellington in front of the guest. The carving of an entrecote double at a table is also typical for FRENCH SERVICE, so are the cooking and flaming of a steak Diane at the patron's table. 3. BRITISH SERVICE There used to be another type the BRITISH SERVICE, by which big platters and tureens were placed onto the table in front of the guest. After initially being assisted by the waiters, these guests helped themselves. Another most likely British invention is still known as BUTLER style, that's when canapés and other hors d'oeuvres are placed in the hands of servers who offer these to the guests as they pass by. 4. BUFFET SERVICE DO YOU KNOW THAT?... Before portion-controlled food became worldwide the norm, all food is loaded in the kitchen by the cooks in a large show platters. In Germany these heavy silver-plated platters are appropriately called Hotel-Silber (silver for hotel use). The chefs create all displays on Hotel-Silber show platters, artistically garnishing the same. These platters, hot for hot food and cold for cold food, are carried to the dining rooms by the kitchen waiters often called back-waiters. THINGS TO REMEMBER IN BUFFET SERVICE 1. Serve at different heights - Use stacked plates or servers to give some height to platters, with higher things at the back of the table and lower ones at the front. This adds visual interest and helps with traffic flow. 2. Go in order - Never put silverware, if you're using it, at the beginning of the line or buffet. It's one more thing for people to hold as they navigate through the food selection. Always put it at the end, on a separate table if possible. Sometimes utensils are already set on the dining table. 3. Multiples of everything - Fan out several piles of cocktail napkins or small plates; you want more than one pile so guests don't have to wait behind someone else to just reach in
and snag a plate or napkin. 4. Keep platters/chaffing dishes filled - Nothing's worse than a picked over tray, halfempty. Use smaller platters or serving trays, and have several of them ready in the kitchen.. 5. Waste disposal - Put at least one trash can under your serving table, or to the right side. Try to think like a guest and predict when and where they will end up with an empty plate or glass, and put a trash can or bin for glasses there. 6. Choose color carefully - If you're serving saucy things, avoid white tablecloths. But dark tablecloths show crumbs and smeared icing even more, so judge according to what you're serving. (Your trainer will teach you how to decorate the table, cover it with a cloth (table skirting). Note: The buffet set up is arranged from lightest to the heaviest. Example, cereals (rice or pasta), vegetable, seafood, chicken (poultry), beef then pork. Should be arranged in the following order: 1. Soup with bread 2. Salad 3. Main course 4. Dessert 5. Beverages Your trainer will demonstrate how to arrange them on the buffet table, and then you will apply. 5. AMERICAN SERVICE Most of the fine dining restaurants use the American service. American service is commonly used because of its simplicity yet elegant service. The food is prepared in the kitchen and arrange on the plate which is to be served directly to the guest, It is also called a plate service. .
SUMMARY OF LEARNING OUTCOMES At the end of this competency-based learning material, the learners are expected to meet the following learning outcomes: DURING OPERATION 1. Welcome guest in accordance with establishment‟s standards. 2. Escort and seat guests according to table allocation. 3. Offer available pre-meal (cocktail service, etc) services to guests 4. Present menu and drink list and provide clear information to the guests (menu choices and options, daily specials, etc)
5. Answer guests‟ query/ queries on menu items correctly and courteously. 6. Take orders accurately using format required by the hotel standards and convey them promptly to the kitchen and/or bar. 7. Relay information about any special request, dietary or cultural requirements to the kitchen/ bar when appropriate. 8. Provide and adjust table set-ups suitable for menu choices in accordance with hotel standards. 9. Monitor flow of service and meal delivery. 10. Recognize and follow up promptly any delays or deficiencies on services. 11. Advise and assure guests that delays and problems will be fixed immediately. 12. Check accuracy of orders promptly from service counter before transferring them to service trays. 13. Serve food and beverage correctly and courteously. 14. Ask the guest for additional orders, if any. 15. Clean and clear tables, cutleries and cookery at the most appropriate time. 16. Process account in accordance with hotel procedures. 17. Check whether items in the bills are correct. 18. Organize and present bill to the guest upon request. 19. Remove soiled glass-wares and napkins using tray and place them in appropriate areas. 20. Replace table cloth and/or placemats. Assessment Criteria 1. Tables are dressed according to establishment standard procedures and/or any approved special requirements 2. Cleanliness and condition of tables are checked prior to service 3. Items below establishment standards are removed, cleaned or replaced based on relevant guidelines 4. Customers are welcomed upon arrival in accordance with establishment customer service standards 5. Details of reservations are checked based on established service industry standard policy 6. Available pre-meal services are offered if appropriate 7. Customers are escorted and seated according to table allocations 8. Menus and drink lists are presented to customers 9. Information for customers are provided in clear explanations and descriptions 10. Orders are taken and recorded accurately with minimal disruption to customers 11. Recommendations and suggestions are made to assist customers with drink and meal selections 12. Customer questions on menu items are answered correctly and courteously in accordance with enterprise policy 13. Information about any special requests, dietary or cultural requirements are relayed accurately to kitchen where appropriate 14. Ordering systems are operated correctly in accordance with establishment procedures 15. Glassware, service ware and cutlery suitable for menu choices are provided and adjusted in accordance with establishment procedures
16. Food and beverage selections are collected promptly from service areas, checked for presentation and conveyed to customers safely 17. Flow of service and meal delivery is monitored in accordance with enterprise procedures 18. Delays or deficiencies in service are recognized and followed up promptly based on enterprise policy 19. Food and beverage are served courteously in accordance with establishment standards and hygiene requirements 20. Additional food and beverage are offered and served at the appropriate times 21. Tables are cleared of crockery, cutlery and glassware at the appropriate time and with minimal disruption to customers 22. Accounts are organized, presented and processed in accordance with establishment procedures 23. Bid goodbye to guests courteously from the restaurant/dining are and table appointments are re-set
LEARNING EXPERIENCES
Activity Special Instruction LEARNING ACTIVITY 6 ROLE PLAY WELCOMING THE GUEST. Following the steps prescribed in this module. It will be done by pair of learners.
LEARNING ACTIVITY 7 ORDER TAKING: Use the Docket Writing Refer to the module for reference on how to use the docket writing.
LEARNING ACTIVITY 8 Role play the following: a. Serving the guest b. Clearing the table c. Bill presentation
d. Resetting the table
Refer to your module to perform these tasks properly
INFORMATION SHEET It is said that customer is the life-blood of the business, without the customer, there will be no business at all. Customers upon entrance to the establishment must be greeted properly to create the first positive impression. We should acknowledge the arrival of the customers following the the 5-foot/10-foot rules. 5-Foot Rule If the customer is 5 feet away from you, greet him verbally with warm and pleasing welcome. 10-Foot Rule When arriving guest is 10 feet away or more from you, acknowledge them by warm gestures like waving of hands and sincere smile.
STEPS IN WELCOMING THE GUESTS 1. Greet them using the 5-foot / 10-foot rule. 2. Lead them to the preferred or reserved table. 3. Assist them in sitting. 4. Unfold the napkin 5. Pour ice cold water 6. Introduce yourself and present the menu. The menu should be presented facing the guest and it must be opened. ACTIVITY NUMBER FIVE Demonstrate “welcoming the guests” using the criteria below. Choose your partner and let your trainer assess your performance. NAME OF CANDIDATE: ____________________________________
The Candidate must show that…. YES NO 1. Greeted the customer using the 5-foot/10-foot rule. 2. Asked the status of reservation or table preference if any. 3. Assisted the guest in seating. Pulled the chair gently and pushed back slowly. 4. Unfolded the napkin placed on the guest‟s lap properly without touching the guest. 5. Poured water properly, without spills. 6. Presented the menu correctly. _____ COMPETENT ______NOT COMPETENT ______________________ ___________________ Signature of Candidate Signature of Trainer Date assessed: _____________________________________
TAKE AND PROCESS ORDERS The procedure of order taking is one of the skills needed by a food and beverage service attendant. STEPS IN TAKING GUEST‟S ORDERS 1. Approach the guest and introduce your self as food & beverage service attendant. 2. Take beverage orders first, if there is a host, take orders from the host. 3. If couple, take orders from the lady first unless she tells you to ask orders from the gentleman. 4. Recommend specialty of the house or chef‟s recommendation. 5. Suggest wine to complement the food ordered. 6. Explain the method of preparation and ingredients if necessary, thus product knowledge is very important. 7. If the order is not heard properly, slightly bend your body towards the guest and ask the guest to repeat. 8. Don‟t forget to repeat orders before leaving the table. 9. Tell how long it will take before you can serve the food ordered. 10. After taking the order, set the table or rectify the table setup based on the food ordered. How to approach the table? The food service attendant should approach a table within the first minute. This is the first impression you will make on your guests. Make sure that you are professional and
neat. Smile, make eye contact and greet the customers, giving your name to customers as stated in the previous guidelines. REMEMBER… Any special services, which the res¬taurant provides, that may be useful to the customer should be ex¬plained to him or her as the occasion arises. A few examples include: 1. A customer may want rapid service just before leaving on an early morning flight. When the restaurant has counter as well as table service, the customer should be told that he or she can be served more quickly if he or she is seated at the counter. 2. A mother may ask for an extra plate so that she may share her lunch with her child. When children‟s service is available with a special food selection, smaller portions and lower prices, this service should be explained to her. 3. If a customer praises the hot homemade rolls and the restaurant makes these available for takeout orders, offer this service to the customer. 4. When a customer comments on the attractiveness of the court¬yard, he or she may be told that dinners are served there under the trees during the summer months. How to take a drink order When the waiter approaches the table for the first time, he or she should ask if anyone would like a drink. The server may want to make a suggestion or simply provide the customers with some information on what types of soft drinks or beers the restaurant carries. Be sure servers know their drink names for this exchange; the guest that orders a vodka martini up with a twist will be mad if he or she receives a gin martini on the rocks! This is also a good time to tell the table about any specials. Serving the drinks Drinks should be served quickly. Make sure your servers put cocktail napkins under drink glasses. At this point, the server can ask if they are ready to order. If the table isn‟t ready, the server should check back with them within a reasonable amount of time. Tell your servers to look for clues that the table is ready. The most obvious clue is that everyone has closed the menus.
Explaining the menu The server should be thoroughly famil¬iar with the menu contents, its arrangement and its prices. To illustrate: 1. Frequently, a new customer is confused as to where to find certain items on the
unfamiliar menu. The server should be quick to sense this uncertainty and to offer requested assistance in finding the desired articles. 2. Sometimes the customer fails to notice “specials” or some other featured group of foods on the menu. The server may tactfully indicate these to him. 3. A foreign name or an unfamiliar term on the menu may be per¬plexing to the reader. In response to her inquiry, a simple explanation of the meaning of the term or a description of the contents of the dish will be appreciated. The server should give such explanations graciously with an attitude of helpfulness, and never patronizingly or curtly. 4. A customer with poor eyesight may have difficulty in reading the menu. The server could read the items to him and write his order.
Taking the food order Normal etiquette dictates that you start with the women at the table. If there are children, it is also appropriate to start with them. Again, take clues from the table. If one woman is obviously undecided, you may make her uncomfortable by insisting she place her order first. Let the others order, then come back to her. Make sure your servers have a thorough knowledge of the menu and can answer any questions about menu item preparation. They may also make recommendations at this point, if the customer asks or seems unsure.
Docket Writing There are many new restaurants utilizing computerized order systems as a means to simplify both the processing of meals as well as stock control. Whichever system your establishment uses you will have to be able to understand and follow how a docket is written. Numbering system At the beginning of service you must know how the tables are numbered and the position numbers of each guest. Points to consider: • Guest number one is usually seated closest to the front or kitchen door • Number all other guests clockwise around the table • Round tables; the seam of the tablecloth is placed towards the number one position. Activity Number Six You are a food service attendant designated to Table 10. At 7.30pm you take a dinner order from 4 guests at table 10. The order is as follows: 1. Antipasto, Lobster Bisque, Grilled Tuna Steak 2. Antipasto, Fillet Mignon Béarnaise (med). 3. Carpaccio of Ocean Trout, French Onion Soup, Fillet Mignon Béarnaise (rare - no veg. + side salad/vinaigrette)
4. Lobster Bisque, Rack of Lamb Practice your docket writing skills: Write the dinner order in the correct format on the docket.
SERVE FOODS AND BEVERAGES Serving Order Before serving the food, be sure that the necessary tools for eating the specific order are already placed on the table. Sometimes these tools bring to the table together with the food. It is advisable to setup the table while the food is being prepared in the kitchen. At a formal restaurant or banquet, food should be presented to guests in the following order: a. guest of honor, b. female guests, c. male guests, d. hostess, e. host. 1. Dishes can be presented to guests in the order of their seats, starting at the host's right (guest of honor; 2. Dishes may be presented in order of seniority, starting with the most influential and proceeding down to the least prominent guest. 3. The food service attendant should know the order of service ahead of time, he/she should coordinate with the host. 4. In restaurants, most groups include neither guest of honor nor hosts, so the meals will simply be served first to the women, then to the men. 5. In addition to that, in some dining situations wherein children are involved, children are usually served first before the ladies.
From the Left In general, the diner is approached from the left for three purposes:
1. To present platters of food, from which the waiter will serve or the diner will help herself/himself; this is used in Russian service. 2. To place side dishes such as vegetables or dinner rolls; 3. To clear the side dishes, those were placed from the left.
NOTE: The reason most often given for this is most people are right handed. So, for example, when a waiter must use his right hand to serve from a platter, it is least intrusive if he stands to the left. This way, the platter can be held safely away from the guest as the waiter leans forward (slightly) to reach her plate. And, in the case of placing side dishes, it makes most sense to put them to the side which is less in focus, leaving the right side free for the main dish.
And from the Right 1. These days it is nearly universal practice, even in very formal circumstances, for food to arrive already arranged on the plate (Plated Service). Pre-plated food (except for side dishes), as well as empty plates and clean utensils brought in preparation for upcoming courses, are always placed from the guest's right side. At the end of the course, these plates are also cleared from the right. Note: It is also approved by the social custom to serve all foods from the left and beverages from the right. For the standard operating procedure of the establishment, the management may choose one from the two approaches. (see Arduser and Brown, The Waiter, Waitress and Wait staff Training handbook, pp 66 -67). 2. Wine (and all beverages) are presented and poured from the right. This is a logical approach, since glassware is set above and to the right of the guest's plate, and trying to pour from the left would force the server to reach in front of the diner. Clearing Order Just as the ideal of service is to present each course to the entire party at once, it is best to clear the plates at the same time, too. It has become common for waiters to remove plates as each guest finishes, in violation of this rule of serving etiquette, perhaps because it can be interpreted as extreme attentiveness on the part of the waiter. Nevertheless, the rule holds firm. (Your trainer will demonstrate how to clear the plates from the table). ALWAYS REMEMBER 1. Drinks should be served first. In serving drinks, a bar tray or round tray is used. 2. After order taking, be sure to set up utensils needed for the courses ordered before serving them. Rectangular tray is used to serve foods. 3. Foods are served in the following order: a. appetizer b. soup (served with rolls) c. salad
d. main course e. dessert f. after dinner drinks (coffee or tea) 4. Serving wine could be done: a. before meal ( aperitif) b. during meal (complement with main course) c. after meal ( dessert wine) 5. Before presenting the bill, ask for any additional order first. 6. Presenting the bill should be done immediately after the guest asked for it. The waiter should mention the amount received from the guest, for example, “Sir, I received P5000.00, please wait for your change”. 7. Water glass should not be removed while the guest is on the table. Continue service by pouring water. 8. Send the guest off and wish them to come back. JOB DESCRIPTION OF THE FOOD AND BEVERAGE SERVICE ATTENDANT
JOB TITLE : Food and Beverage Service Attendant PLACE OF WORK : IS Cafe GENERAL DUTIES : To work in the assigned station and keep up the standard of service and cleanliness of the restaurant. HOURS OF WORK : According to the schedule of duty. RESPONSIBLE TO : Captain/ Hostess RESPONSIBLE FOR : Busboy/ Busgirl MAIN DUTIES : - Take and serve food and beverage orders. - Keep up the standard of the service. - To report any incident to the captain waiter. - To change the linen. - To set up the restaurant. - Collection of storeroom requisition. - Any other duties assigned by the Manager.
ACTIVITY NUMBER SEVEN Using the menu listed below set up the table and serve the guest. After serving the guest, present the bill and reset the table for the next guest. Appetizer : Oyster in Asian Style Soup : Cream of Asparagus
Salad : Tossed Green Salad with Thousand Island Dressing Main course : Pork Belly in Apple Sauce Dessert : Hummingbird Cake Beverages : Coffee Wine Water
Candidate name: Assessor name: Demonstration & Questioning: Providing Food and Beverage Services Qualification: Food and Beverage Services NC II Date of assessment: Time of assessment: Instructions for demonstration Given the necessary materials, tools and equipment, the candidate must be able provide food and beverage service to a specific guest. Materials and equipment (Please refer to the Module) to show if evidence is demonstrated During the demonstration of skills, did the candidate: Yes No N/A 1. Greet the guest - acknowledge the arrival of the guest* 2. Determine the status of the guest / Suggest a proper table 3. Escort the guest to the preferred/reserved table. 4. Assist the guest in seating (pull the chair gently and push back carefully). 5. Unfold the napkin and placed on the guest‟s lap. 6. Pour water properly on the water goblet. 7. Present the menu on the proper side – open and present smartly. 8. Give time for the guest to choose items from the menu. 9. Apply suggestive selling techniques. 10. Take orders in proper sequence. 11. Repeat the orders. 12. Serve the beverages properly. 13. Rectify the set up according to orders.
14. Serve foods properly. 15. Ask guest for additional orders. 16. Clear tools and utensils as needed. 17. Present the bill correctly. 18. Assist the departing guest. The candidate‟s demonstration was: Satisfactory Not Satisfactory ACTIVITY NUMBER EIGHT Read the story about the waiter‟s nightmare and discuss with the group the positive and negative traits showed by the food and beverage service attendant. Your trainer will instruct you to narrate the story and he will ask for some explanations pertaining to the waiter‟s performance. Use the form below in assessing the waiter‟s performance. Strengths (positive traits of waiter) 1. ______________________________________ 2. ______________________________________ 3. ______________________________________ 4. ______________________________________ 5. ______________________________________ 6. ______________________________________ 7. ______________________________________ 8. ______________________________________ 9. ______________________________________ 10. ______________________________________ Weaknesses (negative traits) 1. ______________________________________ 2. ______________________________________ 3. ______________________________________ 4. ______________________________________ 5. ______________________________________ 6. ______________________________________ 7. ______________________________________ 8. ______________________________________ 9. ______________________________________ 10. ______________________________________ Course of Actions (areas for improvement & how to improve them) 1. ______________________________________ ______________________________________ ______________________________________ 2. ______________________________________ ______________________________________ ______________________________________ 3. ______________________________________
______________________________________ ______________________________________
A WAITER'S NIGHTMARE I had a group of six who had been drinking before they got to us. They were greeted and seated and menus handed to each of them. A colleague, who had teamed up with me for the evening, brought one order of bar-drinks to them. I took their dinner and wine order at the same time. They ordered a bottle of Free mark Abbey Merlot and I served the wine. None in the group wanted an appetizer or salad as such. All they ordered was one course. They told me several times "We aren't hungry, we have been snacking all day!" This did not bother me. I get this, on and off, that people come in for an appetizer only, or dessert and occasionally just for drinks. I posted their order on the pick-up-wheel in the kitchen and took care of my other tables. Within twenty minutes their food-order was prepared and I served it. There were: An angel hair pasta with pesto sauce, a Caesar salad, a duck salad, a cup of asparagus soup, a shrimp cocktail and a regular tossed salad. One of the customers ordered more wine and a round of cocktails at the same time. I checked with these guests twice as they were eating their meal. This was nothing else but the normal routine, to see if everything was right and according to their wishes. They seemed to be happy with their food. However, then, as I walked by again, one guest grabbed my arm and got all my attention. For two reasons: One, I was carrying a tray filled with food for another table, which I nearly dropped; Two, he didn't let go till I told him to take his hands of me. It was the fellow who had had the duck salad. He did not apologize for his rude behavior but pointed at a single little piece of meat left on his plate. "This is no duck! That's beef!" He argued. "This has to be a joke." I thought and, "His timing is certainly off!" But he was serious. He was persistent and repeated the question "How come, you pass beef of as duck?" several times in a loud voice, which drew the attention of all the surrounding tables. I gathered "This is no joking matter anymore." I tried to get out of the by the guest anticipated argument. Whether this tiny piece of meat came from one two legged or a four hoofed farm animal did not even matter to me right then. What mattered was, that I did not want to get into any argument. I said therefore, "Let me take this back to the kitchen and check with the chef." So I did. The talk in the kitchen was one-sided. The chef thought I was trying to pull his leg. He told me "I do not think it is funny!" When he realized that I indeed had a guest who insisted that the meat used in the duck salad, was beef and not duck, our chef lost his even temper. To escape harms way and flying frying pans. I decided at once to leave the kitchen and the infallibly all mighty chef. At the complaining guest's table I translated the chef's words into: "I'm sorry to hear you
are unhappy. Still, the salad must have tasted good. You did eat it, all of it but one little scrap. I checked with the chef and let me assure you we don't use substitutes. Our duck salad is made with duck breast." "Don't give me this b.s., that was beef and I want to know why there is beef in the duck salad?" The customer was stubborn. To resolve the problem, which was not the salad anymore, but to have to argue with a guest, I went one step further. "Sir if I take this salad off your check, will this satisfy you?" I thought I heard a "Yes!" So that is what I did. I took the salad in question off the guest's check. (Where I worked at the time, we were allowed to mark items which were unsatisfactory as N/C on the check. N/C standing for no charge. This was within the policy the guest is always right.) I thought it was handled correctly. And therefore I was under the impression that there would be no further problems with this table. The guests sounded happy, making jokes and laughing. I was getting busy with other tables. Less than half an hour after I had successfully solved the duck salad problem, at least so I thought, they called me over to their table. Now the same fellow who had the duck salad earlier started over again with his earlier question: "Why did you put beef into my duck salad?" Politely I reminded the guest that I thought we settled this. He did not want to listen. Nevertheless, he kept on telling me and everybody who wanted to hear it all sorts of things. None had anything to do with me or the restaurant. I noticed this fellow had enough to drink. When he ordered another drink, I decided to serve this troublemaker no more booze. I also went to add up this table's check. They paid up and there was no problem. A short while later, a certain customer walked up to the bar, where the chef was talking to the bartender. The drunk fellow did not wait but butted into the conversation. He told the bartender to give him a drink. Then looking at the chef said, "So you are the cook who replaced the duck with beef in my salad?" The chef was speechless first. After the guest added, "Aren't you or who did it?" the chef was trying to defend himself. The bartender was on the chef's side. And the guest who was feeling no pain was enjoying his position accusing both of conspiring against him. I heard them arguing. It would have been funny, but it was not the way the guest relationship in a fine restaurant should be. The bartender told me to put another drink onto the guest's bill. So I advised him, "This gentleman behaves like he had had enough to drink!" I barely finished saying, what I was saying. The bartender, with a smooth backhand, swiped the guest's glass from right in front of him. The guest looked angry at me. However, without argument he followed my suggestion "Sir! Kindly go back to your table to your group of people! You had enough to drink! I am sorry but we are not going to serve you any more alcohol tonight." The group was leaving. Five of the six were leaving. The bartender had gone to the bathroom and returning to his bar found my guest behind his bar. Our bartender called me to witness the situation. He was ready to get his hands on this s.o.b. and he expressed, "It will be my pleasure to eighty-six this fellow from behind my bar!"
I cautioned the bartender not to overreact and asked him to let me deal with the situation. With an angry voice I told my guest off: "Sir! I want you to leave this establishment right now!" "I want you out of this door and don't come back until you are sober!" I saw him hesitating, so added: "If you don't go right now. I shall call the police to remove you from our restaurant!" He looked in my direction. His face reflected surprise, recognition, and suddenly enlightenment changed his facial impression. I knew he understood now. He headed from behind the bar straight for the front door and out the same. He was in a great hurry. I knew I had handled the situation the right way. This customer, who had interrupted the steady flow of the night's business, finally had decided to leave at once. He had taken my advice and listened to me, so I thought. Until I turned around and saw a smiling bartender reading the autographs on his baseball bat.
SUMMARY OF LEARNING OUTCOMES At the end of this competency-based learning material, the learners are expected to meet the following learning outcomes: POST OPERATION 1. Report losses indicating the items and how they got lost. 2. Handle complaints by listening attentively to the guest 3. Refer guest complaints to supervisors or managers 4. Provide feedback to guest on action taken 5. Sanitize tables, chairs, and waiters‟ station 6. Collect all silver wares, flat wares, glass wares, cutleries and the likes and place them
in allocated storage areas. 7. Provide information logbook to note the events of the day (e.g. service evaluation, handover, complaints, action taken, sales of the day, etc).
ASSESSMENT CRITERIA 1. Equipment are stored and/or prepared for the next service in accordance with establishment procedures. 2. Restaurant/dining area is cleared, cleaned or dismantled in accordance with establishment procedures and safety requirements 3. Re-set tables correctly for the next service in accordance with procedures and requirements. 4. Services are reviewed and evaluated with colleagues identifying possible improvements. LEARNING EXPERIENCES Activity Special Instruction LEARNING ACTIVITY 9 Prepare a summary of daily operation see sample on the information sheet
INFORMATION SHEET Clearing service equipment After the operation, service equipment have to be in proper place. In arranging them, the following points will be helpful: 1. Keep similar items together like table numbers, menus, salt and pepper shakers, and sugar bowl and creamer jug. 2. Place all soiled linen according to their uses, napkin, table cloth and service cloths foe instance. 3. Empty ashtray for washing 4. Scrape off food particles, sort and throw away other rubbish before leaving items at the washing area to avoid damage to waste disposal machine in case cutlery or paper are mixed with the rubbish. 5. Put saucers and plates in their own neat piles. Cups should be put together. 6. Wipe jars and other bottles or containers of condiments 7. Return bread rolls to the kitchen. Keep it covered to avoid flies and other insects. Other equipment 1. Turn off cupboards, plate warmers, hot plates, refrigerated units, drinks chillers and urns when nit in use.
2. Wipe down surfaces and wash out food containers. 3. Leave hot equipment to cool before cleaning. 4. Wipe down trolleys. 5. Keep unused cutlery or tools on the store room or side station. 6. Sanitize tables and chairs then reset the table. In some restaurant, after cleaning the tables, they usually set them up for the next day operation. Follow your establishment‟s procedure. 7. Sanitize waiter‟s station. LOST TOOLS/ITEMS Lost items and tools have to be reported to the immediate superior. Accomplish a form for lost item.
LOGBOOK A summary of the operation has to be accomplished after each day‟s operation. A normal report includes: date, reporting time (if per shift schedule), staff on duty, staff off duty, summary of the operation (usually includes unusual events happened and the course of action taken), sometimes includes the sales or number of guest being served, time ended and the signature of the person who made the report The logbook will be submitted to the Manager‟s office for checking. At the start of the operation, the logbook will be viewed by the manager to check the previous operation. Sample format of a daily operation report (Water Hazard Bar Lounge, Warren Golf & Country Club, Singapore) Date: _________________________ Time: _________________________ Staff on Duty: 1. ______________________________________ 2. ______________________________________ 3. ______________________________________ 4. ______________________________________ Staff off duty: 1. _________________________________________ 2. _______________________________________ Summary of the operation: ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________
Sales Report: Food S$ _____________ Beverage _____________ Room Rentals _____________ Others _____________ TOTAL SALES S$ ____________
Time ended: ________________________________
___________________________________________ Name of the Peron who made the report and signature ACTIVITYNUMBER NINE: Writing a summary of operation Date: _________________________ Time: _________________________ Staff on Duty: 1. ______________________________________ 2. ______________________________________ 3. ______________________________________ 5. ______________________________________ Staff off duty: 1. _________________________________________ 2. _______________________________________
Summary of the operation: ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________ Sales Report: Food P _____________ Beverage _____________ Room Rentals _____________ Others _____________
TOTAL SALES P ____________
Time ended: ________________________________
___________________________________________ Name of the Peron who made the report and signature
Self-Check A. Match the cutlery names on the right to the correct shadow of the item of cutlery on the left. General Range Name Choices 1. A. Oyster Fork 2. B. Butter Knife 3. C. Cocktail Fork 4. D. Tea Spoon 5. E. Dinner Knife 6. F. Coffee Spoon 7. G. Soup Spoon 8. H. Dinner Fork 9. I. Fish Knife 10. J. Dessert Fork 11. K. Fish Fork 12. L. Salad Knife 13. M. Dessert Spoon
B. Match Column A with Column B 1. Dinner plate A. 12” diameter
2. Salad plate B. 6” diameter 3. Show/base plate C. 7” diameter 4. Fish plate D. 10” diameter 5. Dessert plate E. 8” diameter F. 8” – 8.5” diameter
C. Identify the glassware names to the correct glassware item illustrated below. Write the letter only. Glassware Names
A. Red Wine Glass B. Champagne Flute C. Champagne Saucer (Used for sparkling wines or for serving some appetizers or sweets) D. Irish Coffee glass E. White Wine Glass F. Carafe - 1/2 liter (for service of wine or water) G. Tumbler or Water Glass H. Cocktail or Coupe Glass I. Fortified Wine Glass (Sherry, Port)
Glassware Responses
1_________ 4_________ 7________ 2_________ 5__________ 8________ 3_________
6__________ 9________ D. Restaurant Service - Quiz Try this quick quiz on areas of Restaurant Service. Select the correct answer from the choices available. 1. The main features of a table d'hôte menu are? a. An Extensive list of dishes - individually priced b. Limited choice of dishes - individually priced c. Limited choice of dishes - set price d. Extensive list of dishes - set price 2. When serving dessert, which of the following is the correct cover? a. Cocktail spoon and fork b. Dessert spoon c. Entree knife and fork d. Dessert spoon and fork 3. Spaghetti Marinara would have a: a. Rich meat sauce b. Hot tomato sauce c. Seafood sauce d. Bacon, onion and cream sauce 4. A mocha flavored dessert would be: a. Coffee and wattle seed b. Hazelnut and coffee c. Chocolate and coffee d. Custard and chocolate 5. When processing a cash payment for a customer, you should: a. Return the change immediately b. Ask if the change is a tip c. Assume the change is a tip d. Wait for the customer to ask for the change 6. What is the first step of greeting a guest on arrival at the restaurant? a. Guest acknowledge b. Escort the guest to table c. Offer a pre meal drink d. Obtain guests name and reservation 7. Suggestive selling is the process of: a. Selling a suggestion to another person b. Selling someone an unwanted product and/or service c. Selling a product to an overseas visitor d. Selling an additional product and/or service in a restaurant 8. If a customer ordered a steak medium rare, they would expect it to have a: a. Hot pink centre b. Warm red centre c. Cool red centre
d. Warm pink centre 9. What are the duties of the Sommelier? a. Liaise with the Chef b. Greet and seat guests c. Serve alcohol & non-alcoholic drinks d. Prepares food at the guest table 10. The recommended aisle space to allow comfort, privacy and movement around the dining area in a restaurant is? a. 50 cms b. 90 cms c. 110 cms d. 70 cms
ANSWERS TO SELF-CHECK
D. Restaurant Service - Quiz Answers 1. The main features of a table d'hôte menu are? (d. Extensive list of dishes - set price) 2. When serving dessert, which of the following is the correct cover? (d. Dessert spoon and fork ) 3. Spaghetti Marinara would have a: (c. Seafood sauce) 4. A mocha flavored dessert would be: (c. Chocolate and coffee) 5. When processing a cash payment for a customer, you should: (c. Return the change immediately) 6. What is the first step of greeting a guest on arrival at the restaurant? (a. Guest
acknowledge) 7. Suggestive selling is the process of: (d. Selling an additional product and/or service in a restaurant) 8. If a customer ordered a steak medium rare, they would expect it to have a: (d. Warm pink centre) 9. What are the duties of the Sommelier? (Serve alcohol & non-alcoholic drinks) 10. The recommended aisle space to allow comfort, privacy and movement around the dining area in a restaurant is? (b. 90 cms) TRAINER‟S CHECK PERFORMANCE STANDARDS COMPETENT NOT COMPETENT 1. Demonstrated ability to provide complete service within a restaurant in accordance with established systems and procedures 2. Interacted positively with customers 3. Monitored the service process 4. Identified OH&S requirements and demonstrated safe practices NOTE: FOR TRAINER‟S USE ONLY
PROVIDING FOOD AND BEVERAGE SERVICES ASSESSMENT SUMMARY
Activity No. Rating % REMARKS Satisfactory Not Satisfactory Activity 1 Activity 2 Activity 3 Activity 4 Activity 5 Activity 6 Activity 7 Activity 8 Activity 9 Skill Test (70%) Knowledge Test (30%) Learner‟s Current Competency FINAL ASSESSMENT COMPETENT NOT COMPETENT
Date Checked: ___________________ Date Recorded: _________________ Trainee‟s Name & Signature: ______________________________________ Trainer‟s Name & Signature: _______________________________________
DEFINITION OF TERMS
1. BUSBOY - refers to the dining room helper and runner, title given to a Food and Beverage Service Attendant, National Certificate I 2. BUSSED OUT - taking out soiled plates/dishes from the dining area to dishwashing area 3. CAPTAIN FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the supervisor of The Food and Beverage Service Attendant, also refers to Food and Beverage Service Attendant, National Certificate Level I. 4. COMMIS - refers to the category according to the extent of difficulty and complexity of skills and knowledge required for the job.
5. DISH OUT - food taken from the kitchen to the dining area 6. FLAMBE‟ - flamed with spirit or liqueur 7. FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the workers assigned in the service of food and beverage to the guests, also known as waiter. 8. GARNISH - an ingredient which decorates, accompanies or completes a dish. Many dishes are identified by the name of their garnishes 9. HIGHBALL DRINK - is a tall drink consisting of a shot of specified spirit with mixers such as sodas, water, etc. serve with cube ice in a highball glass
10. MENU - a list in specific order of the dishes to be served at a given meal
11. MISE EN PLACE - French term for having all ingredients in ready to use Preparation before service 12. PRE-DINNER - short mixed drinks that are basically dry in taste and are usually served before a meal to wet the appetite 13. TABLEWARE - is a term recognized as embracing all items of flatware, cutlery, hollowware
14. FLATWARE - it denotes all forms of spoons and forks 15. CUTLERY – refers to knives and other cutting implements 16. HOLLOWWARE – consists of any item made from silver e.g. teapots, milk jugs, sugar, basins, oval flats 17. SILVERWARE - tableware made of solid silver, silver gilt or silver metal. Silver plate made from single strip of plated metal 28. TABLE NAPKIN - an individual piece of linen which is used to protect the clothing or wipe the mouth during a meal. Other Terms Used : A. Captain Waiter – Chef de Etage B. Chef – a person who prepares food as an occupation in restaurant, private house, hotel C. Dining Room Attendant – Commis de Rang (busboy) D. Director of Service – Chef de Service E. Head Waiter – Chef de Salle F. Waiter – Chef de Rang/Demi Chef de Rang G. Wine Steward – Chef de Vin/Chef Sommelier
ACKNOWLEDGEMENTS
CONTRIBUTING INDUSTRY PROCEDURES AND OTHER MATERIALS Barrio Fiesta, Ms. Anabel Talam, Manager – SM City Bacoor, Philippines Cabalen Restaurant, Mr. Jr. Ticman, – Glorieta Makati, Philippines Matabungkay Beach Resort and Hotel, Mr. Westin & Mr. Tobler – Philippines Max‟s Restaurant - Philippines Warren Golf and Country Club, Mr. Robert Tan, F&B Manager– Choa CHu Kang Way, Singapore
Photographic locations IS Café – ISHRM School System, Bacoor, Cavite, Philippines OTHER REFERENCES CBLM, F&B Services NCII 2006 - Mr. Orlando M. De Villa, TQ1/AQ1 Food and Drink Service, Roy Hayter Mary Lian‟s Manual for Hotel Catering – Singapore TESDA Training Regulations Posted by the voyager at 1:09 AM No comments:
Module Title: Providing Link Between Kitchen and Service Areas
HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL This is a Competency Based Learning Material for the Module PROVIDING A LINK BETWEEN KITCHEN AND SERVICE AREAS. This learning material contains activities for you to complete. It covers the knowledge, skills and attitudes required to complete the competency. You are required to go through a series of learning activities in order to complete each of the learning outcomes of this module. In each learning outcome, Learning Elements and Reference Materials are available for your further reading to assist you in the required activities. You are expected to accomplish all the required activities and to answer the self-check after each learning element. Please note that you need to have 100% correct answers to each self-check to pass the activity. You are required to obtain answer sheets, which are available from your trainer or at the end of each learning element, to reflect answers for each self-check. If you have questions, please do not hesitate to ask your facilitator for assistance. Recognition of Prior Learning (RPL) You may have acquired some or most of the knowledge and skills covered in this learning material because you have: • Actual experience on the job; • Already completed training in this area. BENEFITS OF RPL - Gives credit for knowledge and experience - Reduces duplication of learning - Reduces costs of obtaining formal credentials - Gives immediate feedback and determines which competencies need verification and testing - Identifies training gaps - Training (is individualized and results in a recognized certificate) - Assists in professional development - Allows for better use of time and resources - Potentially saves on training costs So, if you can demonstrate to your trainer that you are competent in a particular skill, you do not have to do the same training again. Or, if you feel you have the skills, talk to your trainer about having them formally recognized. You may also show your Certificates of Competence from previous training. And if your acquired skills are still updated/relevant to the module, they may become part of the evidence you can present for RPL. A Record of achievement is also provided for your trainer to fill-in upon completion of this module.
This module was prepared to help you achieve the required competency in providing a link between kitchen and service areas, food and beverage services and room service. It will serve as a source of information for you to acquire the required knowledge and skills for Food and Beverage Services (NC II), with minimum supervision or help from your trainer. This material will aid you in acquiring the competency at your own pace, independently. To achieve the full benefit of this module: • Talk to your trainer and agree on how you will both organize your training on this unit. Read through the Competency Based Learning Material carefully. It is divided into sections which cover all the skills and knowledge you need to successfully complete this module. • Most probably, your trainer will also be your supervisor. He/She will be there to support and show you the correct way to do things. Ask for help if you need one. • Your trainer will tell you about the important things you need to consider when doing the activities. It is important you listen and take notes. • You will have plenty of opportunities to ask questions and undergo rigid practice. This will help you in achieving competency in your new skill. Ample practice will improve your speed, memory and confidence. • Talk with more experienced colleagues and ask for guidance. • Answer self-checks at the end of each section to test your own progress. • When you finished each element and feel that you are ready, demonstrate the activities outlined in the learning material to your trainer. • As your work through the activities, your trainer will be taking note of your performance. He/She will be providing feedback on your progress. Your readiness for assessment will be reflected in his/her report, if and when you have successfully completed each element.
UNIT OF COMPETENCY: PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREAS MODULE TITLE: PROVIDING A LINK BETWEEN KITCHEN AND SERVICE AREAS
Introduction This module contains information and learning activities in providing a link between kitchen and service areas like dining outlet, buffet function, and guestroom. Upon completion of this module and you feel confident that you have had sufficient practice, you may request your trainer to arrange an appointment with a registered assessor for your assessment. The results of the assessment will be recorded in your Competency Achievement Record.
Summary of Learning Outcomes: At the end of this module, the learners are expected to meet the following learning outcomes: 1. Monitor kitchen service points to ensure prompt pick-up of food items. 2. Check service wares for chip marks, spills and drips. 3. Carry plate/trays safely according to hotel‟s standards. 4. Transfer foods promptly and correctly to the appropriate service points. 5. Advice colleagues promptly about items ready to be served. 6. Identify additional items required from the kitchen through monitoring of service areas and consultation with other colleagues. 7. Remove used items from service areas promptly and bring them to the cleaning area safely. 8. Dispose left-over foods and disposable items in accordance with hygiene practices and enterprise regulations. 9. Dispose recyclable items in accordance with local regulations and enterprise practices.
Assessment Criteria:
Competency in this unit must be assessed through direct observation of the following: 1. Kitchen service points are attended to and monitored to ensure prompt pick up of food items based on establishment policy.
2. Quality of food is checked in accordance with establishment standards.
3. Service ware is checked for chips, marks, spills, and drips.
4. Plates and/or trays are carried out safely.
5. Food is transferred and placed promptly at the appropriate service point in accordance with safety requirements. 6. Colleagues are advised promptly regarding readiness of items for service.
7. Customary items required from the kitchen are identified through monitoring of service areas and consultation with other service colleagues
8. Used items are promptly removed from service areas and safely transferred to the appropriate location for cleaning
9. Leftover food and disposables are disposed of in accordance with hygiene regulations
LEARNING EXPERIENCES
Learning Activities Special Instructions
LEARNING ACTIVITY ONE Analyze the workflow of a busboy
Refer to the information sheet pages 6 to 9 of this module.
LEARNING ACTIVITY TWO Loading the tray
Given the necessary tools & materials, arrange them on the oval tray. Refer to the instruction sheet page 10.
LEARNING ACTIVITY THREE Clean store tools
Given the necessary tools & materials, demonstrate how to clean and store them. Refer to the information sheet pages 12 to 17. LEARNING ACTIVITY FOUR Transfer foods to service areas
Given the necessary tools & materials, demonstrate how to transfer foods/tools to service points. Refer to the information sheet pages 19 to 20.
LEARNING ACTIVITY FIVE Film showing: Provide link between kitchen & Service Area
Watch a video presentation about providing a link between kitchen and service area. Accomplish the sheet provided.
LEARNING ACTIVITY SIX DEMONSTRATE: Provide link between kitchen & Service Area Every procedure must be checked against the competency standards.
LEARNING OUTCOME NUMBER ONE Monitor Kitchen Service Points to Ensure Prompt Pick-up of Food Items
INFORMATION SHEET
A bus person or busboy is a person in-charge in transferring food from the preparation area to the service areas. He also in-charge of clearing soiled dishes and washing them. A well-trained bus person is necessary to provide effective and efficient service to customers.
LOADING TRAYS Load food trays with the heaviest entrée nearest to your body so that you can use your body in balancing the tray. Plates that will be brought to the service area should never be stacked; if needed use two trays. In arranging foods on the tray, larger and heavier dinner plates and dishes are to be placed in the center, the lighter towards the edges. Cups should not be placed on the saucers. Hot dishes should not touch the cold dishes.
POINTSTO REMEMBER 1. Before leaving the kitchen, check to see that all foods and necessary serving tools for the course are on the tray. 2. Ensure that the tray is clean. 3. Load heavier items in the center of the tray. 4. When stacking dishes with covers, don‟t stack more than four high. Don‟t overload the tray. 5. In carrying a large tray, place it on a tray stand. Bend the knees and pull the tray gently towards the shoulder.
SELF CHECK Answer the following questions. Check you answers using the key on the next page.
1. A person whose task is to transfer food from the kitchen going to the service areas.
A. waiter B. busboy C. host/hostess D. supervisor 2. What is the proper way of lifting the tray? A. bend the body B. bend the knees C. pull towards the shoulder D. ask assistance from colleagues 3. How are you going to load the tray? A. Place heavy load near the shoulder of the waiter who will carry the tray B. Place heavy load in the middle of the tray C. Place heavy load at the outermost part of the tray D. Place the heavy load towards the edge of the tray 4. How many piles of plates with cover are allowed to carry in a tray? A. one B. two C. three D. four 5. What will you do to the cups and saucers before transferring it to the dishwashing area? A. remove the from the saucers B. allow the cups over the saucers C. bring them separately D. place the cups upside down over the saucers NOTE: DO NOT TURN TO NEXT PAGE UNLESS YOU ARE TOLD TO DO SO
ANSWER KEY
1. B
2. B
3. B
4. D
5. A
ACTIVITY ONE: Using an arrow, show how a busboy will transfer the tray from the kitchen to the service stations
.
ACTIVITY TWO:
Given the following tools and equipment: 1 oval tray 1 tray stand 6 dinner plates (should be fitted with the plate cover) 6 plate covers
TASKS: DEMONSTRATE THESE TO YOUR TRAINER 1. Properly arrange three plates on the oval tray 2. Place plate cover 3. Place the remaining three plates over the plate cover 4. Place plate cover again 5. Lift the tray without clattering of the plates Procedures in lifting the tray a. bend the knees b. pull the tray towards your shoulder c. balance on your palm and shoulder d. keep you body straight, then stand up and pick up the tray stand
_______ COMPETENT __________ Date _______ NOT COMPETENT __________ Trainee
LEARNING OUTCOME NUMBER TWO Familiarize & check Service wares for Chip marks
INFORMATION SHEET Cleaning and storage Crockery Cleaning 1. Most chinaware is washed in the dishwashing machine. 2. Care must be taken with expensive or larger items which may need washing by hand. 3. All chinaware must be rinsed at 77 degrees Celsius either in the washing machine or by hand.
Storage 1. Crockery is stored on shelving in the kitchen. 2. Excess crockery is placed in storage ready for use when needed. 3. Cups and saucers are usually placed on top of the espresso machine; 4. Some side plates are kept in the sideboard ready for service. 5. Do not use any crockery that is cracked or chipped.
CUTLERY Dinner knives Dinner forks Salad knives Salad forks Fish knives Fish forks Soup spoons Dessert spoons
a. b. c. d. e. f. g. h. i. j. a. teas spoon b. soupspoon c. bread and butter knife d. salad fork
e. salad knife
Cleaning 1. Glasses are washed separately using a non-oil based detergent. 2. Rinse at 77° Celsius and polish all glasses except beer glasses. Hand wash crystal glasses and do not polish the glass by holding the stem. 3. Glassware that needs to be polished should be handled properly. Get a clean cloth, place on the left hand, hold the stem on your left hand then polish the glass with your right hand in circular motion (this will be demonstrated by your trainer). Storage Store inverted on plastic racks or shelves usually in the bar or dispense bar. The term dishwashing refers to cleaning eating and cooking utensils, in addition to dishes. Dishwashing requires an implement for the washer to use, unless done using an automated dishwasher. Commonly used implements include: 1. sponges, 2. scourers, 3. cloths, 4. brushes or even steel wool when tackling particularly intransigent stuck-on food particles. 5. Dishwashing detergent (aka "washing up liquid") is also generally used. But in principle all that is required is water. 6. Rubber gloves may be worn when washing dishes in hot water. There are two basic guiding principles. Principle one is "Clean Before Dirty" (CBD), and Principle two is "Small Before Large" (SBL). • CBD means you wash the cleanest -- e.g. the least dirty dishes -- before the dirtiest ones. For example: always do the glassware first while the water is clean. That way you will not get greasy smears on the glasses. • SBL is aimed at making stacking easier. Place all the small items underneath and the large items stacked on top. Place everything upside down to aid draining. Use water that is as hot as you can stand; it makes cleaning easier and draining quicker. Dishes with baked-on stains should be pre-soaked if possible. Sanitizing An automated dishwasher These are some steps to sanitize dishes.
1. Scrape & rinse to remove visible food particles. 2. Soak items briefly in soapy warm water, scrub, sponge. 3. Rinse in clean water to remove soap. 4. Rinse in dilute bleach solution (50-100 parts per million chlorine; about 2ml of 5% bleach per litre of water, approximately one capful bleach per gallon water). 5. Allow to air dry. Most institutions have a dishwashing machine which sanitizes dishes by a final rinse in either very hot water or a chemical sanitizing solution (e.g. bleach solution). Dishes are placed on large trays and fed onto rollers through the machine. While not environmentally friendly, the use of bleach is critical to sanitation when large groups are involved: it evaporates completely, is cheap and kills most germs. Cabinets, refrigerators, countertops and anything else touched by people in a large group setting should be periodically wiped or sprayed with a dilute bleach solution after being washed with soapy water and rinsed in clean water. Soap and water gets it clean, bleach solution sanitizes it.
Dishwashing liquid is a detergent used to assist in dishwashing. It is also known as dishwashing soap or dish soap, and washing-up liquid in the UK. It is usually a highlyfoaming mixture of surfactants with low skin irritation, and is primarily used for hand washing of glasses, plates, cutlery and cooking utensils in a sink or bowl.
Dishwashing Liquid: 1. In Britain, popular brands include Fairy Liquid (made by Procter & Gamble, invented in the 1950s on the basis of lanolin-friendly detergents). 2. In the United States, popular brands include Palmolive[1], made by the ColgatePalmolive Company, and Dawn[2], Joy[3], and Ivory[4], all made by Procter & Gamble. Most people rinse the soap off the dishes after washing them, although some leave the soap to dry on the dishes. A dilute combination of dishwashing liquid with water is often used when blowing soap bubbles.
SELF-CHECK
Answer the following questions. Check you answers using the key on the next page. 1. What is the proper temperature in washing glasses? a. 77° Celsius b. 78° Celsius c. 79° Celsius d. 80° Celsius 2. What is the size of show plate in inches? a. 10” b. 11” c. 12” d. 13” 3. Where should you place the glasses after washing them? a. cabinet b. box c. glass rack d. bar counter
4. What is the measurement of dinner plate in inches? A. 12” B. 11” C. 10” D. 9” 5. What is the measurement of fish plate inches? A. 8 B. 8.5 C. 9 D. 19
NOTE: DO NOT TURN TO NEXT PAGE UNLESS YOU ARE TOLD TO DO SO
ANSWER KEY 1. A 2. C 3. C 4. C 5. A
ACTIVITY THREE
CLEAN & STORE TOOLS Apply the techniques taught by your trainer in cleaning and storing table appointment.
TASKS COMPETENT NOT COMPETENT
1. Cleaning and storing glassware
2. Cleaning and storing chinaware
3. Cleaning and storing flatware
Rating: ________________________________ Date: _________________________________ Trainee‟s Signature: _____________________
LEARNING OUTCOMES NUMBER THREE & FOUR Carry plates/trays safely according to the hotel‟s standards / Transfer foods promptly and correctly to the appropriate service points. INFORMATION SHEET This part will discuss the roles of the "food runner" in food and beverage operations. Transfer the tray from food preparation area to the food service areas. STEP ONE: Follow the steps in lifting the tray (refer to the previous topics). STEP TWO: Carry the tray on your left hand. The right hand will be used to open door & keep the tray safe by blocking unexpected disturbance. STEP THREE: Maintain the proper posture. The body should be straight while carrying the tray to avoid imbalance. STEP FOUR: Walk towards the EXIT door (be sure to exit at the right door to avoid crossing with other food service personnel). STEP FIVE: Place the tray to the service station. Examples of service areas: • Waiting stations
• Buffet areas • Kitchen service area
• Room service collection
ACTIVITY FOUR Carry plates/trays safely according to the hotel‟s standards / Transfer foods promptly and correctly to the appropriate service points. .
TASKS COMPETENT NOT COMPETENT
1. Transfer plates/tray to service station
2. Transfer plates/food pan to buffet station
Date: _______________________________ Rating: ______________________________ Trainee‟s Signature: ____________________
LEARNING OUTCOME NUMBERS FIVE AND SIX - Advice colleagues promptly about items ready to be served. - Identify additional items required from the kitchen through monitoring of service areas and consultation with other colleagues.
INFORMATION SHEET
Below is the job description of the bus person. These are the tasks that the bus person must accomplish as primary duties.
JOB DESCRIPTION
JOB TITLE : Busboy PLACE OF WORK : IS Cafe GENERAL DUTIES : Mise-en-place of service stands and pantry service stands and tables. HOURS OF WORK : According to the schedule of duty. RESPONSIBLE TO : Captain/ Hostess and Waiter/ Waitress RESPONSIBLE FOR : Not Applicable MAIN DUTIES : - Mise-en-place of service stands and trolleys. - Preparation of condiments. - Cleaning of silverwares and glassware. - Refilling and cleaning of salt and pepper shakers. - Arrange mise-en-place of tables. - Assisting the waiter in service. - Picking up food from the kitchen. - Opening and closing duties as per instructions. - Constantly changing of ashtray. - Any other duties assigned by the Manager.
There are tasks that are not explicitly enumerated above which are parts of the bus person‟s daily tasks. This is how a bus person communicates to his colleagues with regards to the operation. The video that will be shown by your trainer will help you understand the whole process.
ACTIVITY FIVE
Film Showing: Providing a Link Between Kitchen and Service Areas
Write your observation on the video shown by your trainer pertaining to providing link between kitchen and service areas. ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________
LEARNING OUTCOMES NUMBER SEVEN AND EIGHT A. Remove used items from service areas promptly and brings them to the cleaning area safely. B. Dispose leftover foods and disposable items in accordance with hygiene practices. INFORMATION SHEET The food service attendant clears the soiled dishes and places them on the tray near the service station.
From the service station or waiter‟s station, the bus person will bring them to the dishwashing areas. Proper bussing out of soiled dishes / items and transferring of then from service areas to the dishwashing area STEPS IN BUSSING OUT DISHES STEP ONE: The busboy will help the food service attendant to clear the soiled dishes from the table. PROCEDURES: 1. Remove the silverware first and put them all together on one side of the tray. 2. Remove all the glassware and place them on the other side of the tray. 3. Remove all the large plates, then the smaller ones and place them in the center of the tray. 4. Next remove the cups and saucers; place them on the side of the tray. 5. Cups should be stacked such the handles are opposite direction. 6. Try to avoid overloading the tray to prevent unnecessary accidents or breakages. 7. Remember not to file heavy and big pieces on top of smaller ones. 8. Soiled linen should be removed separately on a cart specially for linen. STEP TWO: Place them on the tray located at the service station or near to the table being cleared. STEP THREE: After loading soiled dishes, lift the tray and bring them to the dishwashing area. Follow these steps: 1. Check if the soiled items are properly placed on the tray. 2. Tray should be held up by placing the center of the palm near the center of the heavy tray. 3. Do not bend the back. Bend only the knees. 4. Carry the tray on the shoulder height, and walk smartly with your head up. 5. Lift the tray (see the procedure in lifting the tray) 6. Bring the tray to the dishwashing area. 7. Be careful when putting down the loaded tray of soiled dishes to avoid breakages. 8. Unload the tray 9. Place the tools properly. In stacking plates, follow the decoy system. 10. Dispose left over foods. 11. Keep other materials that could be recycled.
ACTIVITY SIX Actual Demonstration: Provide a Link Between Kitchen and Service Areas Note: Actual Demonstration of tasks in the following Service Areas:
a. buffet area (using chafing dishes) C NC
- prepare mise-en-place - transfer food from kitchen to buffet area - refill food - clean buffet area b. dinning area (using the oval tray) - prepare mise-en-place in the service station - transfer food to the service station - assist waiter in serving foods - clear table - transfer soiled dishes to dishwashing area
TRAINER‟S CHECK
PERFORMANCE STANDARDS COMPETENT NOT COMPETENT 1. Maintained food cleanliness 2. Followed establishment‟s procedures in handling and carrying food 3 Followed legislative rules & regulation
NOTE: FOR TRAINER‟S USE ONLY
PROVIDING A LINK BETWEEN KITCHEN AND SERVICE AREAS ASSESSMENT SUMMARY
Activity No. Rating % REMARKS Satisfactory Not Satisfactory Activity 1 Activity 2 Activity 3 Activity 4 Activity 5 Activity 6 Skill Test (70%) Knowledge Test (30%) Learner‟s Current Competency FINAL ASSESSMENT COMPETENT NOT COMPETENT
Date Checked: ___________________ Date Recorded: _________________ Trainee‟s Name & Signature: ______________________________________ Trainer‟s Name & Signature: _______________________________________
DEFINITION OF TERMS
1. BUSBOY - refers to the dining room helper and runner, title given to a Food and Beverage Service Attendant, National Certificate I 2. BUSSED OUT - taking out soiled plates/dishes from the dining area to dishwashing area 3. CAPTAIN FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the supervisor of The Food and Beverage Service Attendant, also refers to Food and Beverage Service Attendant, National Certificate Level I. 4. COMMIS - refers to the category according to the extent of difficulty and complexity of skills and knowledge required for the job.
5. DISH OUT - food taken from the kitchen to the dining area 6. FLAMBE‟ - flamed with spirit or liqueur 7. FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the workers assigned in the service of food and beverage to the guests, also known as waiter. 8. GARNISH - an ingredient which decorates, accompanies or completes a dish. Many dishes are identified by the name of their garnishes 9. HIGHBALL DRINK - is a tall drink consisting of a shot of specified spirit with mixers such as sodas, water, etc. serve with cube ice in a highball glass
10. MENU - a list in specific order of the dishes to be served at a given meal 11. MISE EN PLACE - French term for having all ingredients in ready to use Preparation before service 12. PRE-DINNER - short mixed drinks that are basically dry in taste and are usually served before a meal to wet the appetite 13. TABLEWARE - is a term recognized as embracing all items of flatware, cutlery, hollowware 14. FLATWARE - it denotes all forms of spoons and forks
15. CUTLERY – refers to knives and other cutting implements 16. HOLLOWWARE – consists of any item made from silver e.g. teapots, milk jugs, sugar, basins, oval flats 17. SILVERWARE - tableware made of solid silver, silver gilt or silver metal. Silver plate made from single strip of plated metal 28. TABLE NAPKIN - an individual piece of linen which is used to protect the clothing or wipe the mouth during a meal.
Other Terms Used : A. Captain Waiter – Chef de Etage B. Chef – a person who prepares food as an occupation in restaurant, private house, hotel C. Dining Room Attendant – Commis de Rang (busboy) D. Director of Service – Chef de Service E. Head Waiter – Chef de Salle F. Waiter – Chef de Rang/Demi Chef de Rang G. Wine Steward – Chef de Vin/Chef Sommelier
ACKNOWLEDGEMENTS
CONTRIBUTING INDUSTRY PROCEDURES AND OTHER MATERIALS Barrio Fiesta, Ms. Anabel Talam, Manager – SM City Bacoor, Philippines Cabalen Restaurant, Mr. Jr. Ticman, – Glorieta Makati, Philippines Matabungkay Beach Resort and Hotel, Mr. Westin & Mr. Tobler – Philippines Max‟s Restaurant - Philippines Warren Golf and Country Club, Mr. Robert Tan, F&B Manager– Choa CHu Kang Way, Singapore
Photographic locations IS Café – ISHRM School System, Bacoor, Cavite, Philippines
OTHER REFERENCES
CBLM, F&B Services NCII 2006 - Mr. Orlando M. De Villa, TQ1/AQ1 Food and Drink Service, Roy Hayter Mary Lian‟s Manual for Hotel Catering – Singapore TESDA Training Regulations Posted by the voyager at 12:40 AM 4 comments:
