GOLDEN WEST COLLEGES

Senior High School

San Jose Drive, Alaminos City Pangasinan

G
Second Quarter
LEARNING MATERIALS
PREPARED BY:

WILSONMARK N. FLORES
Facebook Account: Wilson Mark Flores
Gmail Account: [email protected]

Copy Right 2020

 TOPICS
CHAPTER 3: PRESENTING ROOM SERVICE MEALS AND
BEVERAGES TO THE GUESTS
LESSON 1: TRAYS AND TROLLEYS SETUP IN THE ROOM

LESSON 2: MEALS AND BEVERAGES SERVING AND PLACING

CHAPTER 4: PRESENTING ROOM SERVICE ACCOUNTS AND

CLEARING SERVICE AREA

LESSON 3: GUEST’S ACCOUNTS FOR ACCURACY CHECKING AND

PRESENTING AND PAYMENT PROCESS

LESSON 4: FLOOR CHECKING AND CLEARING

LESSON 5: TABLE CLEARING

LESSON 6: ACCOUNTS ORGANIZING, PRESENTING, AND PROCESSING

LESSON 1: TRAYS AND TROLLEYS SETUP IN THE ROOM
TECHNICAL TERMS:
Balcony – a narrow floor that is attached to the outside wall of a building above the ground,
usually with sides or bars.
Coffee table – a small, low table where coffee is served or books and magazines are
arranged.
In-room furniture – furniture to decorate a suite
Suite room – room in a hotel that has an adjoining living area adjoining living area and dining
area.
Traffic routes – the area in the suite that people pass through the most.

REQUESTING ENTRY AND ENTERING GUESTS ROOMS POLITELY UPON APPROPRIATE

RESPONSE FROM GUESTS

Servers assigned in the room service department must be properly trained on how to nock
and enter the guest's room in a professional way. The first thing to do before knocking is to check if
the hotel room is occupied or not.

Whether the room is occupied or not, knock firmly as soon as you arrive at the guest's room.
As you knock, you may say "In room dining!" or "Room service, Atty. Buenviaje!" You may use
the guest's name if you have it. Knock using your knuckles. Never use keys or items that may
scratch and leave mark on the door. Patiently wait for the guest to respond. Wait 10 to 15 seconds
before knocking and announcing again.

If the guest does not answer by the second knock, follow the hotel procedure that can either
be to knock and call a third time or use a pass key to unlock the door, open the door slightly, and
re-announce so that the guest will be able to hear.
Greet the guest when he or she opened the door. Inform the guest that you are to deliver a
room service order. You have to indicate who placed the order and what the orders are. This will
help you make sure that you are delivering the correct order at the correct room.

In the event that the guest did not respond, the house rule must be implemented. The
following are examples of steps that could be taken in cases when the guest does not respond.
 If the guest is well known or is a regular guest and has already given permission to set up
the order in his or her absence, the order will be left in the room. The order may also be set
up before leaving.

 The order may also be withdrawn then returned to the room service section or to the hotel
kitchen or bar.

 In coordination with the reception, the guest may be contacted through telephone via text or
call.

If the guest is still unreachable and the guest name corresponds to the room number, the
situation may be escalated to a supervisor or manager. This must be done to make the necessary
actions to ensure that the guest is physically all right and no mistake has been committed,
 Once you are given the permission to enter the room, thank the guest. The following are
things that you must remember while you are inside the room.
1. Maintain good guest relations. Engage in conversations such as the weather.

2. Respect the privacy of the guest. Do not stare at anything in the room.

3. Do not offer unsolicited advice about anything.

4. Accomplish the task in the minimum possible time without compromising the quality of the
service offered.

5. In all circumstances, conform to the correct etiquette and be guided by that house rules at all
times.

6.

Remember to be courteous and professional at all times. Do not forget that the guest room
is private to the hotel guests. Therefore, extreme caution must be employed to avoid disturbance to
the guests.

SETING UP TRAYS AND TROLLEYS IN THE ROOM

As the room attendant enters the room, be sure to thank and greet the guests politely. You
may say, "Excuse me Ma'am/Sir, how do you want me to set up your order? Do you want me to
just leave it on the tray or you prefer to have it set up on the table?”
There are two ways to serve the food order. Orders can be left on the tray on the table or it
can be set up on the table. If the guest prefers that the tray will be left on the table, this could mean
that he or she does not want to be disturbed and would prefer to be left alone as soon as possible.
If the guest requested that the order be set up on the table, the server must get the food from the
tray and set it up on the table. If the guest opted for the tray to be left on the table, this list of steps
must be followed:

1. Bend your knees in front of the table.

2. Move the tray from the end of the table sliding it towards the center. Try not to spill anything.

3. After placing the tray on the table, secure the bill folder. Move away from the table and offer
extended assistance such as pouring of coffee for the guest.

In most cases, the guest will answer to just put it anywhere. During situations like this, put
the tray or trolley in the most appropriate location possible. An appropriate location is described as
follows:
1. Safe. There is no risk that the tray may fall or be knocked over.

2. Out of traffic routes. Trolleys must be placed out of the way.

3. Away from exits. The trolley must not block the way toward doors.

If the guest identified a part of the room, abide without signs of disapproval. They may prefer
to put their order on the coffee table, dining table, office desk, of coffee table.
 The room attendant may also follow guests' request to set out the order. In this case, the
attendant should remove all the items from the tray and place them on the table neatly and in the
same manner as setting table in restaurants. The food covers of the meals must be removed
except those of the hot dishes that must remain covered. However, you must provide guests with
instruction on how to remove the food cover safely. While uncovering the food, it is standard
practice to announce the dish by stating their name.

Wine service may also be requested by the guest. If this is the case, the staff may open and
serve the wine or champagne to the guest

Good product knowledge is required especially when serving house specialty or uncommon
dishes. The attendant needs to provide a brief description or explanation of the dish. A guest may
have a follow up question and the staff must be able to answer it.

In the event that the guests have special request, they must be informed that their request
has been consented to. For example, the guest requested for a medium rare rib eye steak. The
staff may say "Ma'am/Sir, here is your medium rare rib eye steak”.

The guests may also prefer to put their orders in the balcony with a wonderful view such as
overlooking the city or an open out onto the pool. Whichever the case may be, it is important to
follow guest's request to ensure guest satisfaction.

As a room service attendant, you may also be ready to in-room move furniture if the guest
requests you to do so. For example, a four-seater dining may be set for two. This means that two
other chairs should be safely moved. Also, moving furniture may be necessary to move the trolley
near the service area.

Before leaving the room, you must inform the guest of potential hazards such as hot plate,
sharp objects, or heavy items. You must also inform the guests if there is an electrical hot box is in
use. An electrical hot box keeps food hot. Make sure that you were able to plug it into an electrical
outlet.

Once the order has been set up, the room service attendant must confirm the order with the
guest. The receipt of the order must then be acknowledged by signing an account or an order
receipt.

FOOD AND BEVERAGES SERVICE 3

NAME: ______________________________________ DATE:______________

ACTIVITY 1
Write safe on the line if the area listed is a safe place to set up a tray or trolley. If not, put a
cross mark (X)

__________1. Coffee table

__________2. On top of a suitcase

__________3. In the balcony

__________4. Dining table

__________5. On the top of the bed

__________6. Near the exit

__________7. On the couch

__________8. On a chair

__________9. Office table

__________10. Near the doorway.

LESSON 2: MEALS AND BEVERAGES SERVING AND PLACING
TECHNICAL TERMS:
Course – a part of a meal served at one time
Garnish – something used to decorate a food

SERVING AND PLACING MEALS AND BEVERAGES PROPERLY

Identifying the area to set the meal up is one thing and serving the meal and beverage is
another. A room service attendant may be required to possess a little cooking knowledge since it
may be necessary for you to perform some finishing touches to the meal in front of the guest such
as adding dressing to the salad and garnishing food items.
The room service meal experience should be as satisfying and as pleasant as a restaurant
meal service. To resemble a restaurant dining experience, setting a table for a meal is sometimes
necessary. All normal table setting must include centerpiece, linens, glassware, cutlery, crockery,
and ice bucket. Once the table has been set up, make a check to ensure cleanliness, balance, and
Overall appeal.

Serving Food
If the guest opted that the order be set up on the table, the steps below will serve as a guide.
1. Position yourself on the right side of the table.

a. Put the placemat on the bottom part of the table. Make sure that it is one inch away from
the edge of the table.

b. The cup and saucer must be placed on the right hand side of the table at 4 o'clock
position. Glassware are placed on the upper right side of the table above the cup and
saucer.

c. Condiments are placed above the cup and saucer.

d. Coffee pot and creamery set should be placed above the condiments or glassware.

e. Place the centerpiece above the placemat.

2. Transfer to the left side of the table.

a. Transfer the flatware from the tray to the left side of the placemat by holding it using a
napkin. Be careful not to leave any fingerprint.

b. Place the food at the center of the placement and introduce the food. Avoid touching the
food with your thumb. You may say, "Maam/Sir, is your continental breakfast".

3. Offer extended service such as opening the curtains or pouring coffee for the guest. You
may say, "Do you need anything else Sir/Ma'am?

Assist the guest in seating that includes lapping the napkins. A room service attendant will
normally serve the first course, and then the guest will serve themselves the rest of the meal.
However, if the room includes a butler service then a butler room service attendant must assist the
guest all throughout the meal. Otherwise, the room service attendant will depart after the first
course.
 Before leaving the room, a room service attendant must inform the guest the procedure for
dirty dish collection. The guest may request that the dish be picked up on a certain time. The guest
may also be given the option to call the room service department to pick up the dishes. They may
also opt to leave the tray or trolley with the dirty dishes outside their room. Instructions like these
may be printed on a tray card.

Serving Beverages
Room attendant may be requested to serve drinks to the guests. This will require a long bar
setup in the guest room. It should also be noted that a room attendant must serve beverages in the
same skill level of beverage service in a bar or restaurant. This means that if there is a refiner drink,
it must still be served before the first course.

Wine can be served clockwise or counterclockwise. It must always end with the host. Wine
bottles must be kept cool by placing in an ice bucket. If it must be served in room temperature, it
must be placed on a sideboard or a table. Before leaving, the attendant must check if the wine
bottle is within the reach of guests so that it will be easy for them to refill.

Hot beverages such as coffee and tea that are in a pot or dispenser may be served by the
room service attendant. Coffee can be brewed inside the guest's room because of the new
technology. You must be very careful when serving hot beverages to avoid accidents.

Leave the guest only when you know that they are already satisfied. Ask the guest if there is
anything that you can assist them with. Once there is none, wish the guest "Good evening" or
"Good morning" and wish that they will enjoy the meal.

Never leave the room without the permission of the guests to ensure that vat have attended
to all their need with regards to their room service order. Be polite and express your joy in serving
them.

FOOD AND BEVERAGES SERVICE 3

NAME: ______________________________________ DATE:______________

ACTIVITY 2
Use the letters to arrange the following steps in serving meal and beverages during room
service.

______1. Setting up the table

______2. Greeting before leaving

______3. Identifying the area to set up

______4. Serving the first meal

______5. Garnishing the dishes

______6. Lapping the napkin

______7. Seating the guest

______8. Checking the eye appeal, balance, and cleanliness of the table to set up

______9. Explaining the procedure for dirty dishes

_____10. Moving the trolley near the service area

LESSON 3: GUEST’S ACCOUNTS FOR ACCURACY CHECKING AND
PRESENTING AND PAYMENT PROCESS

TECHNICAL TERMS:
Cash float – money kept by the room service attendant to give change to the guests
Charge to guest room account – amount will be added to the total bill of the guest for the
room
Free of charge – a complimentary service or item on the house
Surcharges – a fee or other charge that is added to the cost of a good or service; typically
added to an existing tax, and may not be included in the stated price of a good or service.

CHECKING AND PRESENTING GUEST'S ACCOUNT FOR ACCURACY

After serving the food, the next thing to do is to settle the bill of the guest. You may follow
the steps below:
1. Check and sanitize the guest’s account. It is the responsibility of a room attendant to
ensure accuracy of the account. Always check the details. The account of the guest must
be checked in the kitchen before delivering the tray or trolley. An account docket or bill
includes the following details:
 Room number
 Registered guest name
 Account type
 Delivery date and time
 List of orders and cost
 Surcharges
 Total cost

Aside from the details mentioned, a room service attendant should also check the
following before presenting the account to the guest.
 The guest is only charged for what has been delivered.

 Items and services tagged as "free of charge' are not included in the computation of
the total cost.

 Correct prices have been used in the account

 All extra items that must Be charged to the guest are correctly inputted into the bill.

 Ensure that the guest's name corresponds to the room number

However, there are times that the account needs to be adjusted. For example, the
guest's wine preference was unavailable so the attendant sent a replacement that was already
included in the account. Yet, the guests did not like the replacement wine. The attendant must
deduct the cost of the wine to the total amount in the account. Once verified correct and
necessary adjustments had been made, the docket must be signed by the guests.

1. Present the bill folder that contains the bill and control sheet to guest. Presenting the
account should occur once the order has been delivered and presented. You must remain
polite and courteous. You may use any of the following statements:

"Ma'am/Sir, please sign the docket for confirmation."

 Offer a pen and ask the guest to sign as a confirmation of delivery. Do not forget to thank
guests after signing the docket.

2. Do not forget to confirm the mode of payment. A guest may pay in cash, credit card, or
charge to the room account.

Normally, guest would prefer to pay the total cost by adding the amount to his or her
room account. In this event, the guest must also confirm the room number in the bill and
confirm charge to room account. Meanwhile, correct documentation is necessary if the guest
opted to pay using a credit card.
If the guest pays in cash, check if the amount given covered the total cost of the
order. If the amount given requires a change, you may give him or her change provided you
carry with you a cash float. Otherwise, you may advise the guest that you will return the
change the next time you deliver orders. Do not forget to thank the guest especially if the
guest instructs you to keep the change.

3. Ask the guest regarding the time you should be back to clean the soiled dishes. You may
say, "Ma'am/Sir, what time do you prefer to have your soiled dishes picked up?"

4. Thank the guest and say farewell. Be sure to leave the room quietly. You may say, "Thank
you for patronizing room service. Enjoy your meal Ma'am/Sir. Have a nice day."

It is important to note that the bill must be thoroughly checked prior to presenting to the guest.
Never forget to ask the guest sign the bill for proof of delivery. Maintain courtesy when presenting
the bill and leaving the room.

FOOD AND BEVERAGES SERVICE 3

NAME: ______________________________________ DATE:______________

ACTIVITY 3
A. Enumerate at least five details to check before pressing the account to the guest.

1. ____________________________________________________
2. ____________________________________________________
3. ____________________________________________________
4. ____________________________________________________
5. ____________________________________________________

B. List down two things that must be done in each of the payment method listed below.
 Cash
1. ______________________________________________________________

2. ______________________________________________________________

 Credit card
1. ______________________________________________________________

2. ______________________________________________________________

 Charge to room account

1. ______________________________________________________________

2. ______________________________________________________________
LESSON 4: FLOOR CHECKING AND CLEARING
TECHNICAL TERMS:

Clearing – the act or process of making or becoming clear

Linen – includes tray covers and table napkins

Room service dry store – a room designated for storing bulk items or single serve items that
does not require climate control

Service items – items used for room service such as salt and pepper shaker

CHECKING AND CLEARING FLOOR

Clearing is included in a room service attendant's standard duties. A considerable amount of

time from an attendant's working hours is devoted checking and clearing floors. Trays and trolleys
can be collected day or night or when needed because a report from the housekeeping department
has been received by the room service area. Trays and trolleys must be regularly collected.
Be on the guest room on the specified time for cleaning orders. Follow these steps when
cleaning up.
1. Carry the tray and bring the control sheet with you. Knock on the door three times and
announce "Room Service"

2. As soon as the guest opens the door, greet the guests and inform him or her that you
are there for clean-up. You may say, "Good day Ma’am/Sir. I am here for clean-up.
May I come in?"

3. Scrape the leftover and transfer to a small plate.

4. Stack the plates based on their sizes. Do not stack them too high.

5. Segregate the tableware and put them on the tray. Afterward, remove the plates from
the table and put them in the middle of the tray. Placemat is the last item to be placed
on the tray.

6. Verify the items you have collected against the ones listed in the control sheet.

7. Carefully pick up the tray.

8. Discreetly leave the room.

Trays and trolleys left in the corridors are eyesore. They look untidy and may pose some
risks to guests walking along the corridor. The bottles may roll on the floor and cause accident such
slip and trip to guests walking along the corridor. As seen in the picture below, the trolley occupies
a significant amount of space in the corridor. This results to a smaller walking area. Guests who
pass by the area will have difficulty walking through. Therefore, trays and trolleys should be
regularly collected to avoid such inconveniences toward the guests.
The usual practice is to check every floor for trays and trolleys left along the corridor. This
may be done while you are on the same floor delivering orders or collecting door knob docket
orders. This task may be carried out with extreme care. If not, this task will be too noisy because
cutlery, crockery, and glassware may knock into each other. Hence, it may cause disturbance to
guests who are already sleeping especially during night time.
 There are instances that the trays or trolleys delivered in a room cannot be found by the time
you check on that floor. There is no need to knock on the guest room’s door to check for trays and
trolleys that were not found in the corridors. The guest may bring it out later on. The housekeeping
attendant may also help in locating trays and trolleys. They may find it while they are cleaning. It is
also possible that the tray or trolley has been stolen by someone. In such instances, it must be
reported. The attendant must follow the procedure in reporting lost items.

Clearing is an important task that helps maintain the cleanliness of the hotel and makes sure
that tray and trolleys are well taken care of. It is also an assurance that trays and trolleys will not
cause inconvenience and accidents to guests.

RETURNING TRAYS, TROLLEYS, AND SERVICE ITEMS IN ROOM SERVICE AREAS

After collecting the trays and trolleys, they must be returned to the room service area. Once
returned, trays and trolleys are dismantled, cleaned, and reset so that they can be used again. This
task must be done quickly especially if there is high demand for in room dining.
Below is a general procedure for cleaning trays and trolleys.
1. Unload all trays from the trolley.

2. Segregate rubbish from recyclable materials such as plastic bottles and paper cups.

3. Scrape food rubbish and dispose them by putting in bins or rubbish receptacle.

4. Place all recyclable materials into the assigned bin.

5. Check the integrity of the trolley. You must ensure that it is still in operational condition.

6. Wipe off any visible dirt found in the trolley. Clean and sanitize the trolley.

7. Store the trolley or reset for use.

8. Soiled linens must be placed in a linen basket or bag.

9. Send soiled linens to the laundry.

10. Refill service items such as salt and pepper shakers prior to returning to the room service
dry store.

Proper care and maintenance of trolleys must be observed. This begins by regular clearing
and cleaning.

FOOD AND BEVERAGES SERVICE 3

NAME: ______________________________________ DATE:______________

ACTIVITY 4
A. Enumerate situations when clearing floors.

1. ____________________________________________________________________
__________________________________________________________________
2. ____________________________________________________________________
____________________________________________________________________
3. ____________________________________________________________________
____________________________________________________________________
4. ____________________________________________________________________
___________________________________________________________________
5. ____________________________________________________________________
___________________________________________________________________

B. Use the letters A to J to arrange the following steps in returning trays and trolleys.

_____1. Unload all trays from the trolley.

_____2. Refill service items such as salt and pepper shakers prior to returning to the
room service dry store .
_____3. Wipe off any visible dirt found in the trolley. Clean and sanitize the trolley.
_____4. Segregate rubbish from recyclable materials such as plastic bottles and paper
cups.

_____5. Send soiled linens to the laundry.

_____6. Check the integrity of the trolley. You must ensure that it is still in operational
condition.

_____7. Store the trolley or reset for use.

_____8. Soiled linens must be placed in a linen basket or bag.

_____9. Place all recyclable materials into assigned bin.

_____10. Scrape food rubbish and dispose them by putting in bins or rubbish receptacle.
 LESSON 5: TABLE CLEARING
TECHNICAL TERMS:

Clearing – the act of removing all used service ware from the guests’ table.

Side station – a service console that contains all the service equipment used by service
staff; can also be used as a table for dishes ready for picking up of dirty dishes that
has been bussed out from the guests’ table.

CLEARING TABLES OF CROCKERY CUTLERY, AND GLASSWARE

All restaurant operation will have standard procedures on clearing and resetting of tables.
Nonetheless, the basic procedure for clearing and resetting dining room tables follows the steps
below:

A. Clearing

It is the process or removing used service ware such as plates and glasses from the
table when the guests are finished dining. It is sometimes called bussing. Although this task
may sound very simple, yet in reality, it is a task that requires training and experience. A
server may use plate service technique (two- plate or three-plate carrying technique) when
clearing tables.
Clearing the table may take more than one trip. A side station may be used for
clearance but it should not look cluttered up. It should still look organized. If side stations are
not used, you may remove different items in the table following the order below:
1. Remove all unused food such as butter. bread rolls, or any platter of unused food first.

2. Remove the used or soiled glasses and napkins.

3. Try not to soak linen in oil or gravy.

4. Remove all the condiments, sauce, salt, and pepper.

5. Remove unused silver items in a separate tray.

6. Do not mix soiled silver items with unused ones.

Standard Procedure for Clearing Table

In addition to the sequence of removing, the following are the standard procedures for
clearing the table based on The Encyclopedia of Restaurant Training (2005):
1. Once a course is finished, the dish should be removed from the left side of the guest.
Service wares for beverages must be removed from the right.

2. Platters and other serving dishes can be removed as soon as they are emptied. These items
must be the first to be removed when clearing tables.
 3. Remove soiled plates and linen. To remove plates, follow this procedure.

a. Get a tray.

b. Politely ask the guest if they are done eating.

c. Buss out the soiled plates and cutlery. Use this sequence when removing plates:

 main course plate

 salad plate

 bread and butter plate

d. Bring the soiled plates. and flatware at the designated dishwashing

4. Crumbs from hard rolls or crusty breads must be removed from the table using a small plate
and a clean, folded napkin.

5. Hot tea and coffee service must remain on the table until the completion of dessert.

6. Water glass should remain on the table and must be refilled regularly as long as the guest is
seated.

7. Ashtrays should be replaced with clean ones as often as needed.

8. Soiled tablecloth must be changed. Use the steps below in changing soiled tablecloth when
a guest is seated on the table.

a. Turn the soiled cloth halfway back

b. Lay the clean cloth halt open in front of the guest

c. Transfer the tableware to the clean cloth.

d. The soiled cloth may then be drawn from the table.

e. Carefully put the clean cloth into place

Clearing Glasses and Beverage items

It is important to clear used and unused beverage items. An empty glass may either be
refilled or removed from the table. It has been a standard in the industry that there should no empty
glass on the guests' table. Aside from it is an eyesore, it also takes up space on the table.

1. Wine or beer bottle. If there is wine or beer left in the bottle, you must offer this to the guest
first. If they refuse, ask the guest if you want the bottle and the glasses to be taken.

2. A second order of wine. A guest may order a second bottle of wine. The second bottle may
either be the same wine or a different one.

a. Same wine. You may offer fresh glasses. If they agree, you may start clearing the
previous glasses. Set the fresh glasses before serving the wine.
 b. Different wine. Fresh glasses must be set prior to the service of the second wine, even if
the new glasses may add up to the previous ones.

3. Unused glassware. If the guest indicates that they will not be using the set glassware, it
must immediately be removed. Good example would be wine glasses. If the guest ordered
for a white wine and both the red and white wine glasses have been set on the cover, the
red wine glass must be cleared before serving the white wine.

4. Used glass Ware. It you are unsure if the guest has finished with politely ask the guest
before clearing the glassware.

Used and unused glassware must be transferred to a drinks tray when clearing. During clearing,
glassware must be handled in the same manner they are handled during set up. Hold them by their
bases and do not put your fingers inside the used or unused glass.

B. Cleaning

The next thing to do after clearing is cleaning. A server must ensure that crumbs, food
droppings, and beverage spills are all removed from the table. The table should also be
cleaned using soap detergent to remove oil from food and beverage spills that touches the
tabletop.

C. Rinsing

Rinsing is the removal of soap from cleaning the tabletop using water. This is to
ensure that the table is safe for use.

D. Sanitizing

To reduce the number of harmful microorganisms in the tabletop, it must be sanitized.

Sanitizing is the removal of harmful microorganisms that cannot be seen on a clean surface.

E. Resetting

The last step is to return items that must remain in the table such as the condiments
and center piece. Included in this process is replacing items like the flatware and glassware
needed in the cover.

You must always be as neat and as quiet as possible when clearing table so as not to
disturb the guests. If you were able to clear the table quietly, you have already contributed to the
good dining experience of the guest.
LESSON 6: ACCOUNTS ORGANIZING, PRESENTING, AND PROCESSING

TECHNICAL TERMS:
Authorization number – a code that confirms that the credit card account has enough funds
to push through with the transaction

Check – a bill or a piece of paper that contains the total amount of product or services
availed

Credit card – a plastic card issued by a bank that provides the holder the capacity to borrow
funds even at the point of sale

Party – a group of guests

Personal check – a check drawn against the deposit in a personal checking account
Valuable – an item that carries a great monetary value

ORGANIZING, PRESENTING, AND PROCESSING ACCOUNTS

Presenting the check is the server's last opportunity to make a good impression towards the
guest. When the guests are done eating, they do not want to wait check. In a similar manner when
you presented the menu, you should also be keen on details. The server should be able to read the
signs that the guests are already leaving. These signs should serve as a signal for you to bring the
check. Difficulty getting the check can bring frustration to the guest.
Before you present the check to the guest, make sure that he or she is not being
overcharged or undercharged. You must examine it very carefully to ensure that all entries are
correct. Should the guests raise questions regarding the bill, answer them as politely as possible.
Apologize if there are any errors and correct them immediately.
You may also present the check after the last clearing has occurred. To be courteous,
before you present the check, ask if there is anything that the guests wan even if the guest looks as
if in a haste. There are two ways to present the check:

1. Put it on the table face down that means that the guest should pay to the cashier. You may
say, "Thank you. I have enjoyed serving you. Please come back again. You may pay
the cashier"

2. Bring the check, face down or inside a bill folder, to the guest paying the bill. This means
that the payment should be given to the server.

Here are some helpful tips on presenting the check to the guest.
1. If the party is a group of more than one couple, ask them if they want separate check.

2. Be sure that the amount in guest's check is correct, inclusive of service charge and tax.

3. If the guest has to sign the check, make sure that it is signed properly.

4. In most fine dining food and beverage establishments, it has been a practice to hold the
check until the guest's check is already properly totaled.
Processing Guests Payment
There are three ways that a guest can pay. Be guided by the following steps, suggested by
Arduser and Brown (2005), in processing the guest's payment.
A. Cash

1. The guest puts the payment plus tip into the bill folder. If the guest does not have the
exact amount, an amount greater than the check total is left

2. Retrieve the bill folder and bring it to the cashier.

3. Verify with the guest the amount received. You may say "Ma'am, I receive 500 pesos."

4. The server returns to the table with the change placed on a change tray.

B. Check

1. Verity the date on the check.

2. Verify the amount for which the check is written.

3. Make sure it was written as being payable to the restaurant

4. Request the guest's identification.

5. Initial the check so when you give it to the cashier so that he or she knows you have
verified the information on the check.

C. Credit card

a. If the establishment does not use POS system, follow the following procedure.

1. Take the guest check and credit card to the cashier station and imprint the card on the
charge form.

2. Swipe the card through the authorization machine.

3. Key in the amount.

4. Wait for the authorization number

5. Write the authorization number on the form.

6. Make sure all other information has imprinted clearly.

7. Fill in the amount of the check and the tax.

8. Take the form, guest check, and a pen back to the guest for his or her signature.

9. Show the guest which copy of the form is the guest's receipt.

b. Follow these steps when the establishment uses POS system.

1. Enter the amount of the check into the authorization machine.

2. A slip is printed out with the authorization number

 3. Present the slip to the guest. This slip is the same as the manual form and is used for the
customer’s signature.

4. Once the guest has signed, the server enters the exact amount (including the gratuity)
into the payment system. The funds will be electronically transferred into the restaurant's
account.

Be sure to thank the guest after receiving the payment. Always make them feel that you were
happy to have served them.
BIDDING GOOD-BYE TO GUESTS
Bidding good-bye to the guest is as important as welcoming the guest in the restaurant. It is
not just merely the act of saying "Good-bye.See you again soon". It still involves acts of service
to make the guest feel that they are truly welcomed guests. The server should still extend their help
to the guest when necessary. The following are some of the things you can do before or after you
have said good-bye to guests.
1. Drawing out of chair

The server must draw out the chair of the oldest lady or the seemingly most important
lady within the group of guests.
2. Assisting guest with their packages

The server must assist the guests in collecting their belongings such as bags or
packages including umbrellas.
3. Checking for any left items

Check the table (above and under) to make sure that the guest has left nothing
valuable. In the event that the guest has forgotten any of their belongings, be prompt in
giving it to them.
4. Escorting guests to the exit

Be sure to escort the guests to the door and open the door for the guests especially if
is no head waiter assigned to the door.
5. Thanking the guest

Be sure to give your sincerest gratitude to the guest for their patronage.
6. Bidding good-bye

Graciously bid the guest goodbye once of all the task mentioned above has been
accomplished.
You may say the following when bidding good-bye to the guests.
 "I hope you enjoyed the meal. Thank you for coming”

 "Thank you for coming. See you again”

 "Thank you for dining at Anne's Café. Visit us again.”

 Thank you for dining at Italianno's. Have a great day.”

You should always endeavor to say good-bye to everyone in the party. Establish eye-contact as
you bid farewell. Lastly, express your hope that they have enjoyed the meal or that they will come
back again.
 FOOD AND BEVERAGES SERVICE 3

NAME: ______________________________________ DATE:______________

ACTIVITY 5
A. Using the numbers 1 – 5, rearrange the following to form a logical sequence.

I. Procedure for cleaning and resetting tables.

___________ a. resetting
___________ b. rinsing
___________ c. cleaning
___________ d. clearing
___________ e. sanitizing

II. Changing tablecloth

___________ a. The soiled cloth may then be drawn from the table.
___________ b. Transfer the tableware to clean cloth.
___________ c. Turn the soiled cloth hallway back.
___________ d. Carefully put the clean cloth into place.
___________ e. lay the clean cloth half open in front of the guest.

B. Enumerate the steps involved in processing the following forms of payment.

a. Cash

1. _______________________________________________________
2. _______________________________________________________
3. _______________________________________________________
4. _______________________________________________________

b. Personal check

1. _______________________________________________________
2. _______________________________________________________
3. _______________________________________________________
4. _______________________________________________________

c. Credit card

1. _______________________________________________________
2. _______________________________________________________
3. _______________________________________________________
4. _______________________________________________________

.
C. Put a check mark (/) on the line if it is a sign of a warm send off to the guests. Put (X) if
not.

_______1. Establishing eye contact

_______2. Asking guests to leave because there is already a waiting queue
_______3. Asking guests if they enjoyed the meal
_______4. Asking guests ot ways you can serve them better
_______5. Requesting for a bigger tip
_______6. Asking them to visit the restaurant again
_______7. Nodding and not saying a word
_______8. Pulling out the chair for the ladies
_______9. Checking the table if they left anything
_______10. Opening the door for the guests

D. Using a Venn diagram, site or search three (3) restaurant and illustrate the differences
and similarities of each restaurant in terms of saying GOOD-BYE or BIDDING GOOD
BYE to the guests.

RESTAURANT 1

RESTAURANT 2 RESTAURANT 3