Introduction

to Food and
Beverage
Service
 GLOSSARY
Food and Beverage Services can be broadly defined as the process of preparing,
presenting and serving food and beverage to the customers.
Butler
A butler is a person who works in a house serving and is a domestic worker in a large
household. In great houses, the household is sometimes divided into departments with
the butler in charge of the dining room, wine cellar, and pantry.
A chef is a trained professional cook and tradesman who is proficient in all aspects of food
preparation, often focusing on a particular cuisine.
Chef
A professional cook, typically the chief cook in a restaurant or hotel.

Cook
A chef is a trained professional cook.

Cover
A setup of tableware for one guest, also used to describe the number of guests.

Crockery
A term used to identify plates, cups, saucers and bowls and usually made of china.

Cutlery
A term used to identify knives, forks, spoons, teaspoons and service utensils and usually
made of stainless steel.

Drinks
Beverages is a liquid substances that is serve to the customers and ot has a different kind of
beverages such as softdrinks, water and etc.

Environment
A term indicating the dining area also referred as the ‘dining environment’.

Floor Plan
A detailed illustration of the arrangement of furniture and all work areas in a restaurant.

Free-seating
A term used to indicate that no reservation is required.

Guest
A person who purchases goods or services. Can also be a buyer, customer or patron.

Handover
A period of time in which shifts exchange information to ensure smooth continuation of the
function of the department amid changing shifts.

In room dining
Responsible for preparing orders, set trays and delivering items to guest rooms in an
attentive and efficient manner, and ensuring to provide excellent quality service as per the
Hotel Standard operating procedure.

Napkin
A square piece of cloth or paper used at a meal to wipe fingers or lips and to protect
garments and utensils. Also known as serviette.

Overhang
The part of the tablecloth that hangs from the edge of the table.

Replenishing
To fill or build up (something) again. 

Seat Turnover
Refers to the number of times a seat was used by different guest in a time period.

Table Appointments
Are defined as the utensils used for dinning and these are includes: dinnerware/chinaware,
flatware, beverage ware/glassware, napery, table accessories and table decorations. 

Tableware
Items placed on the table of guests including crockery, cutlery and glassware items.

Tackle
To act or an instance of tackling.

Undertake
To begin or attempt something. 

Vegetable
a plant or part of a plant used as food, typically as accompaniment to meat or fish, such as a
cabbage, potato, carrot, or bean.

VIP or Very Important Person

A person of great influence or prestige.

Waiter’s Station
A table or a set of drawers containing tableware, condiments, menu lists, napkins and other
items necessary for service.
Unit 1: The Food
and Beverage
Service Department
At the end of this unit, you should be able to:

 Discuss the importance of the food and beverage service industry to the
tourism sector.
 Identify the duties and responsibilities of a food and beverage service staff.
 Practice the professional skills required for a food and beverage service staff.
 Observe personal safety practices.
 Observe the 5S of good housekeeping.
LESSON 1: The Food and
Beverage Service Department
Introduction
The tourism industry is one of the biggest industries worldwide contributing trillions of
US dollars to the global economy annually. From being just concerned about travel
and recreation, the tourism industry has grown into a complex network involving
many other sectors. One of these is hospitality. 

The goal of the hospitality industry is simple. It is to ensure that the basic lodging and
food and beverage needs of a guest are well provided. The relationship of the
hospitality industry to tourism lies on the chances that a person away from home
might also need a hotel to stay at or a food establishment to eat in. Either a person
stays in the hotel or goes to a local food establishment, he/she is treated as a guest.

In the hospitality industry, guests and their satisfaction are a top priority. A big part of
that satisfaction comes from a well-delivered food experience emphasizing the
importance of an effective food and beverage service. And as the tourism industry
expands its scope, so does the food and beverage service sector.
TOPIC 1: Types of Food and Beverage
Service Establishments
Food and beverage service operations can be classified as either commercial or
non-commercial. Commercial food and beverage establishments include most F&B
services which aim to generate profit. Meanwhile, non-commercial food and
beverage services are mainly subsidized and aim to provide welfare more than to
earn revenue. 

However, different food and beverage services have their unique characteristics
which can always be reflected by their menus, services, and themes. Presented
below are the most common types of food and beverage service establishments. 

Fine Dining Restaurants

These are establishments that offer very high standards in all aspects of their
operations including an extensive menu, good quality service, facilities and decor,
service accompaniments and others. Fine dining restaurants employ a well-trained
and highly-skilled waitstaff.

Casual Dining Restaurant

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

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

Specialty Restaurant
These are dining establishments that emphasize on one particular food product or
one type of ethnic cuisine in its menu and marketing.

Bars
Bars can be individual businesses or part of a larger operation, like a restaurant. The
physical set-up of bars is critical to set the ambiance and the theme of the
establishment. These establishments allow guests to meet and socialize for both
business and pleasure. 

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

Fast Food Restaurants

These are establishments offering limited choices of popular food at reasonable
prices. Fast food restaurants may be small and suited to the local area offering local
delicacies while some may be part of an international chain.
TOPIC 2: Duties and Responsibilities of
a F&B Staff
The organizational structure of the food and beverage service department involves
various personnel. The size of the organization depends on the seating capacity of
an establishment. Furthermore, the duties and responsibilities of a food and
beverage service staff may vary according to the operation of the establishment,
types of service and the number of staff.
 
As an F&B service staff, you should be familiar with these to effectively deliver the
expectations of your colleagues and the guests. Here are some of the most common
job titles under the food and beverage service division as well as their individual
duties and responsibilities.

Department Manager
o Makes sure that the target revenue is reached in the specified time period.
o Oversees the purchase of materials and equipment for the department
o Coordinates with the kitchen in planning menus for various service areas
Restaurant, Bar or Outlet Manager
o Conducts inventory checking
o Purchases required stock
o Selects, supervises, trains, grooms and evaluates subordinates
o Prepares reports about the staff and sales
o Controls department expenses through staffing, budgeting, and scheduling
o Handles daily sales and coordinates with the cashiers
o Handles guest complaints and provides special requests
Room Service Staff
o Receives room service orders from guests
o Coordinates room service orders
o Prepares room service accounts prior to the delivery of the room service
o Processes room service account transactions
o Delivers room service orders and serves room service orders
o Prepares and processes room service accounts
o Fetches and maintains room service trolleys, trays, and other items
Head Waitstaff or Team Leader
o Ensures that services are carried out in accordance with prescribed
standards and policies
o Assists the restaurant manager in performing his/her duties
o Handles complaints from the guests and conflicts between subordinates
o Trains and assists subordinates in performing their duties
Executive Chef
o Does the planning and organizes and supervises the work of the kitchen
o Prepares the menu in accordance with costing and catering policies of the
establishment
o Prepares reports of staffs and sales
 o Controls departmental expenses through staffing, budgeting, and
scheduling
o Conducts stock-taking or inventory checking and purchases required stock
Bar Staff
o Prepares beverages according to prescribed standards
o Conducts the inventory of bar supplies and materials
o Assists guests in choosing his/her beverage order
Receptionist
o Welcomes guests and greets customers upon arrival
o Escorts the guests to their tables
o Checks the reservation of the guests
o Coordinates with the waitstaff regarding table availability and reservation
Sous Chef
o Supervises the preparation of food
o Oversees food service in pick-up counters
Waitstaff
o Takes food and beverage orders
o Serves food and beverage orders properly
o Reports to the station waitstaff any notable circumstances
o Identifies opportunities for higher revenue
Line Cook
o Leads most of the cooking in his/her designated station
o A line cook can be posted in the following stations:
o Sauce and Saute (Saucier)
o Soup (Potager)
o Grill (Grillardin) or Savoury (Savourier)
o Roast (Rotisseur)
o Fry (Friturier)
o Pantry (Garde Manger)
o Fish and Seafood (Poissonnier)
o Vegetable (Entremetier)
o Roundsman (Tournant)
o Butcher (Boucher)
o Pastries (Patissier)
o Banquet
Busser
o Clears dishes and beverage items
o Crumbs-down tables
o Assists the waitstaff and the bartenders (bar runners) in serving dishes
o Cleans and maintains counters and work areas
o Restocks wait stations and buffet tables
o Replaces tablecloths and returning tables to their original position
o Keeps the restaurant area clean and safe
o Assists guests in moving tables and chairs and in setting up highchairs
Commis
 o Performs and maintains mise-en-place
o Prepares ingredients, utensils, and equipment for food production
o Maintains kitchen cleanliness and hygiene
Dishwasher
o Makes sure that kitchen equipment and utensils are clean and ready for
service
o Conducts the inventory of cleaning chemicals and equipment
o Maintains cleaning equipment
o Checks dining equipment and utensils for breakages and defects
o Ensures that food scraps and kitchen wastes are disposed of well
TOPIC 3: Knowing Your Role as an
F&B Service Staff
To be able to do your duties properly, you must understand your role in the
organization. Here are some ways to help you know your duties and responsibilities
as a food and beverage staff.

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

Contracts and Job Description

A contract is a written document that states the description of your job, the scope of
your responsibilities, and the terms of your employment. This is usually provided by
your employer before you start working.
Other than your main responsibilities, there may be times when you are required to
perform other side duties as deemed necessary.

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

SOPs, Policies and Manuals

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

Daily Task Sheets, Direct Requests and Observation

A daily task sheet is a document detailing the activities that you have to undertake
throughout your shift. This is usually handed to the staff or posted in bulletins before
the service or the shift starts.
Meanwhile, direct requests and observations will show you tasks that need to be
addressed immediately, depending on the event or what you feel based on any given
situation.
LESSON 2: The Food and
Beverage Service Staff
Introduction
Food and beverage service involves various job roles. However, the goal of all F&B
service staff should be simple: to achieve guests’ satisfaction by meeting their needs
and/or exceed their expectations. 

This lesson will present the ways on how you can become a professional food and
beverage service staff.
TOPIC 1: Professional Work Habits and
Skills of an F&B Service Staff
As a food and beverage service personnel, you are expected to behave and perform
in a professional manner. Doing so will enable you to meet the expectations of the
guests and your coworkers.

The following are some of the important things you have to remember and perform
as a professional food and beverage staff.

Present professionally and maintain proper hygiene.

o Be at work when scheduled.
o Arrive 30 minutes before your shift.
o Do not miss a shift.
o Advise your supervisor well ahead of time when you are unable to work
especially when ill.
o Wear the required uniform properly.
o Observe appropriate grooming.
o Bathe regularly.
o Apply appropriate skin and body care.
o Put away your cell phones when on-duty to avoid being tempted to take
selfies or group pictures.
Demonstrate positive attitude in the workplace.
o Cooperate with your colleagues.
o Offer help and do not wait to be asked.
o Always smile.
o Appreciate the effort of your colleagues.
o Thank coworkers for their help.
o Anticipate the wishes and needs of guests.
o Treat all guests as VIPs.
o Never argue with the guests.
o Develop a sense of urgency especially when the establishment is very
busy.
Communicate effectively.
o Use correct and appropriate verbal and nonverbal communication
techniques.
o Ask questions.
o Listen attentively.
o Clarify ambiguities.
o Confirm messages.
o Seek and provide feedback.
o Always use polite and courteous verbal and non-verbal language
o Be mindful of your social, religious, cultural, gender and/or age-specific
differences.
o Avoid workplace gossips.
 o Do not take credit for the work that you did not do.

Perform assigned tasks.

o Attend in the daily orientation to know the specialty for the day,
promotions, available and out-of-stock items, and time of preparation for
each food item.
o Be familiar with the structure of the food establishment, the location of
each room, fire exit, cashier, kitchen, stockroom, storage area, pantry
area, etc.
o Complete daily task according to a designated sequence within the
required time.
o Give proper treatment to priority requirements.
o Advise coworkers when a task was completed and inform them when you
are running behind time.
o Ask assistance from others when necessary.
o Comply with legislative requirements and internal house policies and
procedures.
o Work with minimal disturbance to guests.
o Keep noise levels at a minimum.
Participate in workplace activities.
o Maintain work area in proper condition.
o Keep the workplace clean and tidy at all times.
o Be mindful of factors that may affect workplace safety and security.
o Set the proper environment for guest comfort.
o Take part in searching for a resolution to problems and issues.
o Attend activities intended to improve service delivery and guest
experience.
o Be willing to assume responsibility.
o Do your job regardless of the presence of a supervisor.
o Develop sensibility to identify and assume responsibility.
Respond accordingly and quickly.
o Respond accordingly and quickly to the following:
o Requests for assistance from co-workers and guests.
o Customer complaints and workplace conflicts.
o Arising situations and/ or emergencies.
o Any other anticipated or unanticipated situation requiring action or
attention.
TOPIC 2: Food Safety and Hygiene
Practices
Being a food and beverage service staff involves dealing with food. For that reason,
you must know that your actions, health and personal habits affect the safety and the
quality of the service. Therefore, you must responsibly perform and observe the
safety practices in food handling. 

This lesson will discuss topics that an F&B service staff need to know in terms of
complying with the hygiene requirements set by the industry. The following are some
practices to ensure that personal hygiene for food safety is attained.

Dos
 Bathe before reporting to duty.
 Wash your hands before having contact with any food item.
 Keep facial hair neat and controlled. 
 Kitchen staff should wear hairnets or hats.
 Fingernails should be cut short, kept clean and free of nail polish. 
 Use clean clothes for each shift and change when necessary.
 Inform your supervisor immediately if you are suffering from any
communicable disease.
 Use face towels to wipe sweat.
 Cover cuts and sores on hands and fingers with waterproof dressing and
bandages. Make sure to inform your supervisor about this.
 Use disposable gloves if appropriate.
Don’ts
 Do not touch cooked or ready-to-eat food with your bare hands.
 Do not wear your uniform in other public places before coming to work or after
work.
 Do not smoke in any food area.
 Do not spit in any food area.
 Do not touch your face and hair after washing your hands.
 If you have any communicable disease, do not report to duty until having
secured a certificate from a doctor stating you have been cleared to work with
food.
 Do not use the same container when refilling the food.
Uniform and Accessories
Each food and beverage service establishment have different policies when it comes
to wearing a uniform. However, aside from wearing the uniform the management
provides, food and beverage staff should observe the following measures as well.

 Do not wear loose-fitting clothes.

 Press clothes at all times.
 Make sure that buttons, name tags, pins, and clips are securely fastened.
 For women, longs hairs should be tied back.
 For men, beards and mustache should be shaved neatly.
 Use a clean uniform for each shift and change if necessary.
 If wearing skirts, wear clean hose when required.
 Wear socks. It is advised to wear plain dark one or plain socks of a color
that compliments the color of the pants.
 Keep the shoes polished and laced.
 Do not wear open-toed shoes.
 Avoid wearing big jewelry.
 Fingernail decorations such as artificial nails should be avoided.
LESSON 3: 5S of Good
Housekeeping
Introduction
5S is a simple method of organizing the workplace safely and efficiently to enhance
productivity. It is a systematized approach to organize work areas, keep rules and
standard, and maintain the discipline needed to do a productive workplace. 5S leans
on the idea that productivity is achieved by organizing the work area because it
eliminates wasting of resources, such as time.

It traces its origin to the production techniques observed in some of the world-leading
manufacturing companies. This method is divided into five phases: Seiri, Seiton,
Seiso, Seiketsu, and Shitsuke. Each phase is named after a Japanese term
recognizing the Japanese companies which lead the practice of this method.
TOPIC 1: Sort (Seiri)
Seiri Practices
To achieve the two primary goals of Seiri, the following practices can be performed:

 Use evaluation criteria in sorting

 Use tags when sorting.
 Create a material list containing all the available materials

Benefits

When Seiri practices are well executed and their goals are achieved, these benefits
will be observed:

 Production spaces are freed and become more productive

 Conducting inventory becomes easier
 Less time is consumed by searching for an item
 Moving goods and mobility of employees becomes easier
TOPIC 2: Systematize (Seiton)
Seiton Practices 

 To attain workplace order, the following practices should be performed: 

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

Benefits

Seiton, when done well, will result in the following benefits:

 Less time spent in searching for items.

 Less time is spent in transport and handling operations.
 Fewer operations requiring too much effort such as heavy lifting.
TOPIC 3: Sweep (Seiso)
Seiso Practices
To ensure that Seiso is observed, the following practices should be performed:

 Clean and inspect the workplace area regularly.

 Assign a caretaker for each tool, machine or equipment.
 Clarify daily maintenance by providing clear instructions.
 Provide necessary tools and pointers for cleaning.

Benefits

The success of Seiso is characterized by these observable factors:

 Tidiness and order in the workplace are maintained.

 Malfunctions and other situations can be prevented even before they arise.
 Contradictions and other non-compliance will not go unnoticed and
unaddressed.
TOPIC 4: Standardize (Seiketsu)
Seiketsu Practices
The following are some of the common practices of Seiketsu:

 Use visual materials in managing such as infographics, bulletin boards, and

light devices.
 Make use of posted messages calling for immediate action.
 Use marks to label inspected items.
 Post labels on machines and equipment indicating the dates of the previous
and the upcoming maintenance.

Benefits

A successful Seiketsu can be observed through these results:

 Cleanliness and orderliness in the workplace are maintained.

 Misoperations on the processes or equipment function can easily be identified
and prevented.
 Good practices are standardized.
TOPIC 5: Sustain (Shitsuke)
Shitsuke Practices
To achieve this goal, some or all of these practices should be observed:

 Develop and reviewing standardized procedures regularly.

 Conduct inspections regularly.
 Provide necessary adjustments to situations brought about by the new ways
introduced in the first four steps.
 Train employees in the 5S method and explain to them the principles behind
it.
 Communicate the 5S to the employees.

Benefits

The effect of a well-implemented Shitsuke can be observed through these following

results:

 Employees are doing newly-introduced practices without being told to do so.

 Improvements in the productivity will be enjoyed long-term.
 Health and safety measures are improved.
Unit 2: Preparing
the Environment
for Food and
Beverage Service
At the end of this unit, you should be able to:

 Observe the necessary steps/checks in preparing for the upcoming service

session
 Identify the different types of menu
 Perform the following procedures in preparing the food and beverage service
environment:
o Setting tables;
o Dressing tables; and
o Napkin folding techniques.
 Perform the proper procedure for taking table reservation
LESSON 1: Checking the
Requirements of the Upcoming
Service Session
Introduction
The goal of a food and beverage service staff is to provide efficient and well-
delivered food and beverage service to the guests. To do this, you must prepare for
the upcoming service session taking into consideration its requirements
TOPIC 1: Understanding the Upcoming
Service Session
To be able to provide an efficient food service that will satisfy the guests, here are
the activities that are commonly undertaken to help an F&B service staff anticipate
and understand the upcoming service session. 

1. Check the table reservation.

2. Consider the anticipated trade.
3. Arrival and treatment of VIPs
4. Check for special service protocols or plans for the upcoming service.
5. Limitations for service

https://youtu.be/cYIzkPxHmmM
TOPIC 2: Checking the Menu for the
Upcoming Service Session

Basic Types of Menu

Other Types of Menu
TOPIC 3: Cleaning and Checking the
Restaurant Area
Part of a well-delivered food service is providing a hygienic and secure environment
for the guests. This involves having a clean and orderly service area where guests
can eat conveniently and without any worries. 

Major cleaning activities are done when the restaurant is closed leaving the
responsibility of monitoring the cleanliness during operation hours to the food and
beverage staff. The following are the restaurant areas that must be kept clean:

https://youtu.be/cSVqcoxgDZY
LESSON 2: Setting Up the Dining
Area
Introduction
Preparing the service area requires time. Therefore, the food and beverage service
staff are given at least an hour to set up the service area before the session starts. 

The service area is where the guests spend most of their time while in the restaurant
and where you do most of your tasks as food and beverage service staff. It should
be set up properly depending on the existing policy or the requirements of the
upcoming session. 

This lesson includes the various tasks to be performed in order to prepare the
service area such as setting up furniture and food and beverage equipment and
tableware preparing the waiter’s station and adjusting the food service environment.
TOPIC 1: Setting Up the Furniture and
F&B Service Equipment
Setting up the furniture and F&B equipment is one of the major tasks involved in
preparing the service area. The following measures should be observed when
setting up the furniture and equipment:

 Determine additional setup for special occasions.

The physical setup of most establishments is made permanent. However, several

instances will require you to prepare additional arrangements for special occasions
such as setting up the buffet table and promotional devices. Doing so requires you to
be familiar with the floor plan. A floor plan shows the manner in which the tables are
arranged in the restaurant area.

The following are also common factors that should be considered when setting up
additional service requirements:

1. Shape and design of the room

2. Immovable objects (Staircases, Waiter’s stations)
3. Shapes and sizes of furniture and equipment
4. Emergency exits and doors
5. Ease of movement for guests and personnel
6. Location of bar and toilets

Check and clean the furniture.

The cleanliness of the tables and chairs and the comfort of sitting in the dining area
has a huge effect on the overall dining experience. Dining room furniture must be
well-maintained. The following are some measures to undertake to make sure that
guests will return to your restaurant:

1. Use the appropriate cleaning material to wipe the furniture.

2. Make sure that tables are clean and dry before making it available to guests.
3. Clean chairs regularly to prevent small crumbs from building up.
4. Avoid using abrasive cleaners and products such as sandpapers and brushes
with hard bristles.
5. Examine the furniture regularly and report defects to the appropriate
personnel.

Prepare the equipment for service.

Various machines are used depending on the range of service provided by the
restaurant. Below are some steps to follow to make sure that equipment will function
well in the course of the food and beverage service session.

1. Clean and use all equipment according to the instructions provided by the
manufacturer.
2. Items that are not clean, unsafe or are showing signs of malfunction should be
removed from service and reported to the appropriate personnel.
3. Turn on machines that need to be prepared before the service starts.
4. Beverage dispensers should be inspected regularly to make sure that they are
clean and in good condition.
TOPIC 2: Clothing Tables
Different establishments have different ways and styles of clothing a table. External
requirements such as event themes and guest preference also affect the way a table
is clothed.  Below are the types of linen used in the food and beverage service.
Procedures for Laying the Tablecloth
1. Check if table is clean and sturdy.
2. Make sure that the tablecloth is folded in a concertina or accordion-like
manner.
3. Place the folded tablecloth on the table with its open end facing away from
you.
4. Unfold the topmost layer toward your direction.
5. Hold the second and the bottom layer to secure them in place.
6. Let it hang on the edge of the table.
7. Using your thighs, press the unfolded topmost layer to secure it in place.
8. Pull the bottom layer to release the rest of the tablecloth.
9. Adjust the tablecloth to make sure that the overhang falls equally on each
side.
10. Lay the topcloth through the same procedure.

Tips in Clothing a Table

 The tablecloth should be clean and freshly laundered.
 Any linen with stains should be discarded.
 Tablecloths should be pressed and free from wrinkles.
 Never let the cloth touch the floor.
 Make sure that the cloth is laid on the right side up.
 If appropriate, use the tablecloths to cover the legs of the table.

Skirting Tables
The table skirt is a fabric or a paper drape which covers the front and the sides of the
table from the surface down to the floor to hide the legs of the table and the
underneath from plain sight. Table skirting is traditionally done from scratch.
However, most establishments now commonly use ready-made table skirts which can
be easily attached to a table.
TOPIC 3: Preparing Table Napkins
The word "napkin" is derived from the French word “naperie” which means
“household linen.”. The use of table napkins in the food and beverage service started
in the year 1400 on royal events. Back then, the napkins that they use were made
from warm and perfumed pieces of cloth. 
Table napkins serve two purposes: First, to wipe the hands and the mouth of the
guests or to protect guests from spillage; And second, to decorate the table for a
more pleasing table setting.

Guidelines for Preparing Napkins

The common size of table napkin used by food and beverage establishments now is
16x16 inches (40.6x40.6 cm.) or 18x18 inches (45.7x45.7 cm.). Below are some of
the measures you must observe when preparing table napkins.

 Make sure that napkins are freshly laundered and well pressed.
 The napkins should have no stains and other dirt.
 Napkins should not have holes or any torn parts.
 Napkins should be starched to make them sturdy.
 Pyramid Napkin Fold
1. Lay the napkin with the front side up.
2. Fold the napkin diagonally to form a triangle
3. Take the two corners of the base of the triangle and fold it to meet the corner
closest to you. Doing this will make a diamond shape out of the table napkin.
4. Turn the napkin over and keep the open end facing away from you.
5. Fold the napkin diagonally to form another triangle.
6. Fold the triangle in half vertically with the open ends hidden behind.
7. Let the napkin stand into a pyramid.
https://youtu.be/_uIqkWy3pvA

Candle Napkin Fold

1. Lay the napkin with the front side up.  
2. Fold the napkin diagonally to form a triangle.
3. Fold up an inch from the base of the triangle
4. Turn the napkin over.
5. Fold one side of the triangle up and start rolling the napkin.
6. Roll the napkin tightly into a cylinder until it reaches the other end.
7. Tuck the end of the napkin to secure the roll.
8. Fold one of the tips of the roll to reveal the smaller tip.
9. Let the napkin stand into a candle with the smaller tip as the flame.
https://youtu.be/q48f4gv4LCQ

Fan with Stand Napkin Fold

1. Lay the napkin with the front side up.
2. Fold the napkin crosswise to form a rectangle.
3. Starting at one of the narrow ends, fold the napkin into an accordion-like
figure.
4. Leave enough inches unfolded for the base of the fan.
5. Secure the folded part of the napkin and fold it in half.
6. Fold the base diagonally and tuck its end underneath.
7. Release the folded napkin and let it stand into a fan.
https://youtu.be/g2tKkifVxNw

Rosebud Napkin Fold

1. Lay the table napkin face down in front of you.
2. Fold the napkin diagonally into a triangle.
3. Fold the farthest corners to meet the corner closest to you. The napkin should
form a diamond.
4. Turn the napkin over. Keep the open end pointing away from you.
5. Fold the corner closest to you outward to form a pentagon.
6. Turn the napkin over one more time.
7. Fold an inch on one of the sides two times.
8. Do the same with the other side.
9. Tuck one side with the other to secure both folds.
10. Let the napkin stand into a rosebud.
https://youtu.be/M0f9A13hYdk
 Bishop’s Hat Napkin Fold
1. Lay the napkin with the front side up.
2. Fold the napkin crosswise to form a rectangle.
3. Take one of the farthest corners of the rectangle and fold it diagonally.
4. Hold the fold in place and take one of the closest corners.
5. Turn the napkin over.
6. Fold the napkin horizontally revealing two triangles along the longer side.
7. Gently roll the one triangle and tuck its end underneath the right triangle.
8. Do the same with the other triangle.
9. Form a circle out of the base of the napkin.
10. Let the napkin stand and make sure that its center looks hollow.
https://youtu.be/0sVfcA2lsXE

Bird of Paradise Napkin Fold

1. Lay the napkin with the front side up.
2. Fold the napkin in a quarter by folding it horizontally and vertically afterward
3. Fold the napkin diagonally to make a triangle.
4. Fold one of the corners inward.
5. The corner should form a tip pointing in your direction.
6. Do the same with the other corner.
7. Fold the tips outward to form another triangle.
8. Fold the triangle vertically to expose the center seam.
9. Hold the base firmly and pull up four tips to create the wings of the bird of
paradise.
10. Place the folded napkin in a goblet to let is stand.
https://youtu.be/mhVhKIl9EC8

Crown Napkin Fold

1. Lay the napkin with the back side up.
2. Fold the napkin diagonally into a triangle.
3. Fold the closest corners to meet the farthest corner. The napkin should form a
diamond.
4. Fold the bottom corner at about 2/4’s of the way to form a small triangle.
5. From the tip of the triangle, fold it down until its point touches its base.
6. Turn the napkin over.
7. Fold half an inch on one of the sides fold it toward the center.
8. Do the same with the other side until they meet at the center.
9. Tuck one side with the other to secure both folds.
10. Bend two of the outer layers of the napkin and let them hang on the side.
https://youtu.be/zIkXAiN2XA4
TOPIC 3: Preparing the Waiter's Station
Also known as the service station, the waiter’s station is a table or a drawer set up in
a restaurant that contains the necessary items to assist the staff in the performance
of their duties.

Requirements of a Waiter's Station

The following are the items that should be found at the waiter’s station:

1. Menu list
2. Service trays
3. Condiments and single-use items
4. Clean crockery
5. Water Pitcher
6. Clean glassware
7. Clean table napkins
8. Bill folder
9. Clean cutlery
10. Centerpieces
11. Fresh linen

Guidelines for Preparing the Waiter's Station

https://youtu.be/5eThL8KH2Cs
TOPIC 4: Preparing the Cutlery
The term cutlery refers to any hand-held tool used for eating or serving food. Also
called silverware or flatware, cutlery items include spoons, knives, forks, and tongs.
The following are the common types of cutlery:
Tips for Handling Cutlery
Cutlery items deliver the food from the plates to the guests. It is important that they
are kept sanitized and polished at all times. Here are some of the steps to keep
cutlery items polished:

 Sort cutlery items according to type and place them in a utensil organizer.
 Hold cutlery items by the handles.
 Use a lint-free cloth to wipe the service end of the cutlery items.
 Place polished cutlery on an underplate. Make sure to place cutlery items
handles up in the service position.
 Do not touch the part of the cutlery that goes into the mouth of guests.
 Use a lined plate when serving additional cutlery.
TOPIC 5: Preparing the Crockery
The term crockery includes plates, dishes, and cups used in dining. Most crockery
items are made of baked clay but some are made out of metal and glass. Here are
the common types of crockery:
TOPIC 6: Preparing the Glassware
There are numerous variations of glassware in the food and beverage industry. This
tableware varies according to shape and the beverages they are used for. The
following are the most common types of glassware used in food and beverage
service:
Tips in Handling Glassware
Glass items are fragile that is why proper measures should be observed in handling
them. The following are some of the safety and sanitary tips when handling
glassware:

 Use ice scoopers or tongs to fill the glass with ice. Never use the glass to
scoop ice.
 To avoid breakage, do not dip a hot glass in cold water.
 Do not stack the glassware.
 Use trays in carrying more glass than you can handle.
 Always handle the glass by the stem or the base.
 Handle stemmed glasses separately to avoid breakages.
TOPIC 7: Setting Up Tables
Setting up tables means placing the tablecloth, and the appropriate tableware and
linen on the table. This topic will present to you the most common table set up
today. 

Ala Carte / Basic Cover Setup

Table d’Hote Cover Setup
A table d’Hote menu is known for having a set price for a meal including a certain
number of courses. In this menu, the table is preset so all the necessary tableware
for the entire meal are already laid out. Table setup may vary according to what the
first dish is based on the order of the guests. If a soup is the first dish, soup spoons
should be set together with the rest of the tableware. Meanwhile, if fish or other items
like escargot snails are on the menu, the appropriate dining utensils should also be
included in the setup. 
Standards in Table Settings
Completeness

 All the necessary tableware should be set before the service starts.
 Coffee or tea must be with sugar or creamer.
 Placemats can be set up when the table is not covered with a tablecloth.
 Condiments should be set on the table and refilled when appropriate.
 Client requirements and cover adjustments should be provided before food
orders are served.

Uniformity and Balance

 There should be even spacing between chairs and covers or the table setting
for each guest.
 Same glassware and crockery and cutlery items should be provided for
guests who have the same food orders.
 Cutlery items should be aligned properly with the same distance from the
edge of the table.

Order and Timeliness

 All service equipment should be on the appropriate side of the cover.

 Glasses, cups and saucer, knives and the cocktail fork should be on the right
side.
 Forks and knives except for the cocktail fork should be on the left side.
 Condiments should be at the center together with the centerpiece.
 Cutlery items should be arranged according to the sequence they are going to
be used.

Eye Appeal

 The whole setup should look presentable.

 Presidential and buffet tables should be skirted for banquet events.
 Appropriate color combinations should be observed.
 Appropriate centerpiece and decors should be used.

Hygienic Practices

 The hands are washed and dried clean when setting up the table.
 Tablecloths, napkins and other linen items are pressed and freshly laundered
before these are made ready for use.
 Table napkins and other linen items are not overly-handled during the napkin
folding and the table set up.
TOPIC 8: Preparing and Adjusting the
Service Environment
The ambiance is an important element in the overall dining experience. As a food
and beverage service staff, you should consistently monitor the environment during
service to ensure that it is in line with the policy and requirements of the
establishment. Most venues will have a standard policy regarding the following
elements:

 Restaurant Temperature
 Lighting
 Music
 Table Decorations and Floor Display
 Hygiene and Sanitation

https://youtu.be/-FAnmSZey7g
LESSON 3: Processing Incoming
Reservations
INTRODUCTION
A reservation is an arrangement made in advance to have a table available at a
particular time. Guests can make reservations over the phone, online or in person.
Restaurants make it a goal to fill as many seats as possible for every shift while still
maintaining high standards of food and beverage service. Many restaurants take
reservations in order to assist guests or parties whose plans require a specific
seating time. However, not all restaurants accept reservations.
TOPIC 1: TAKING TABLE
RESERVATION
Procedures for Taking Table Reservation

The following steps are carried out in taking table reservation:

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

https://youtu.be/EmwPkK1u-gk

Following up Table Reservation

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

Importance of Following Up Table Reservations

The following are the main reasons why reservations should be followed up : 

 Gives the guests the impression that you value their patronage 
 Ensures that guests who have made a reservation will have an allotted space
when they arrive 
 Ensures tables can be given to others if the guest is not coming anymore 
 Confirms information or arrangements regarding the booking 
 Ensures that any changes can be accommodated before the guests arrive.
 Enables staff to explain parking arrangements to help facilitate their arrival 
 Allocates tables for others on the waiting list

Follow Up Activities

Once the reservation has been confirmed there are a number of tasks that need to
be performed. These include: 
 Informing the waitstaff of the tables under their responsibility of reservation
details and requests. 
 Informing the kitchen staff of any requests.
 Follow up the other staff on any requests such as a birthday cake. 
 Notifying people on the waiting list if a reservation has been canceled. 
 Processing charges as applicable. 
 Set the tables accordingly such as placing a reserved sign on the table 
Unit 3: Receiving
and Resolving
Guest Complaints
At the end of the session, you should be able to:

 Deal with complaints from the guests.

 Determine the proper course of action to take when there are guest
complaints.
LESSON 1: Dealing with Guest
Complaints
INTRODUCTION
Complaints arise when the needs, wants or wishes, and expectations of guests are
not satisfied. Complaints commonly arise in every establishment. While some might
think that these bring negative implication to service, guest complaints when
resolved correctly and quickly, provide opportunities to improve the service and to
develop a good relationship with the guests.
TOPIC 1: HANDLING GUEST
COMPLAINTS
It is common among food and beverage establishments that some guests will have a
problem with their food and beverage orders. If guests are dissatisfied, it is better if
they tell the service staff in order to set in place a course of action to solve the
problem. The following are some guidelines you should observe when handling
guest complaints:
 Welcome complaints from the guests and thank the guest for raising the
complaint.
 Apologize for the problem and the inconvenience.
 Clarify details of complaints.
 Identify and review options to determine possible solutions.
 Agree and confirm action to resolve the complaint.
 Keep the guests informed.
 Refer complaints for appropriate action.

https://youtu.be/MeilckkS6hI

Tips for Handling Guest Complaints

 Do not argue with guests.
 Let the guest feel that you are taking the matters seriously.
 Be objective, courteous and discreet.
 Stay calm and positive. View the situation as an opportunity to turn a problem
into a positive service experience.
 Use effective communication and interpersonal techniques.
 Ask the right questions.
 Follow up with the customer regarding the developments on the complaint.
 Do not treat guests as complainers.
 Listen to the complaint, apologize and act quickly to fix the problem. The
sooner the problem is fixed the better impression is made to the guest.
Tips for Handling Alcohol-Related Complaints
TOPIC 2: REFERRING COMPLAINTS
Guest complaints vary. There are complaints which you can resolve in your capacity
and scope of authority. On the other hand, there are also complaints which need to
be referred to the executive management or an external body.

When to Refer Complaints?

It is advised that complaint is referred to appropriate persons when:

 The complaint involves serious matter such as death, assault and theft.
 Mastery of a skill, knowledge or equipment is required as evidence such as
financial statement, bank records and security surveillance equipment.
 When the situation is causing disruption in the operation and discomfort to the
other guests.
 When there is a threat to your safety and the well-being of others.

Guidelines for Referring Complaints

 Do it quickly.
 Refer complaints to the appropriate person as identified in the policies
and procedures of the establishment.
 Provide complete and clear details of the complaint.
 Explain to the concerned guest that the matter will be referred to a higher
authority.
 Inform the concerned guest to whom the complaint will be referred to.
TOPIC 3: RECORDING DETAILS OF
COMPLAINT
Benefits of Recording Details of the Complaint

Every establishment should have records of guest complaints. The following are the
benefits of recording complaints:

 Establishes a clear record of facts relating to a complaint.

 Identifies any communication or action taken.
 Keeps accurate and impartial facts of a complaint.
 Serves as a reference for any complaint that may arise in the future.
 Acts as evidence source if additional costs are incurred.
 Acts as a tool to identify common problems which are to be investigated.
 Provides a compilation of feedback from guests which can be used in the
improvement of products and services.

Necessary Information in Recording Complaints

Some food and beverage establishment have a form or document to be filled out in
cases of guest complaint. The following are important details to be noted regarding
the complaint:

 Details of the complainant.

 Details of the complaint (date and time).
 The chronological order of events.
 Summary of discussions.
 Persons involved.
 Evidence collected.
 The subject of the complaint (staff, service, menu item)
 Recommendations or actions that were taken.

https://youtu.be/GyvSib_JXwc
Unit 4: Performing
End of Shift
Activities
At the end of this session, you should be able to:

 Perform the activities involved in the inventory checking as well as in re-

ordering and storing items; and
 Undertake the steps in providing handover.
LESSON 1: Replenishing and
Requisitioning Items
INTRODUCTION
Before shifts change, certain measures should be undertaken in order to make sure
that efficient service continues afterward. Replenishing and requisitioning items for
the incoming shift is part of the activities in providing handover.
Topic 1: Replenishing and
Requisitioning Items
One of the tasks you will be required to do at the end of a shift is to check the
supplies you have in the restaurant. By the end of each shift, items may need to be
replenished or re-ordered to make sure that supplies are enough for the next shift.

Replenishing Supplies

Replenishing items mean refilling condiments and re-stocking tableware to be used

for the next shift. The common F&B items that should be replenished includes:

 Condiments and sauces

 Clean tableware in the waiter’s station
 Linen
 Salt and pepper shakers
 Single-use items (drinking straws, toothpicks, takeaway containers)

Requisitioning Items

Requisitioning is requesting for items coming from the stock room. Requisitioning is
done when the number of supplies is below established par stocks. Examples of
items that are requisitioned include:

 Condiments
 Pads and pens
 Glasses
 Cutlery and crockery items
 Linens
 Cash register rolls
 Take away boxes or containers
 Paper napkins
 Cleaning products
Filling up the Requisition Form
LESSON 2: Providing Handover
INTRODUCTION

A handover is an activity where the first shift endorses unfinished functions of an

establishment such as guest service and other instructions for the incoming shift.
Presented in this lesson are the steps in providing a proper handover.
TOPIC 1: STEPS IN PROVIDING
HANDOVER
Providing handovers is an internal function that food and beverage staff undertake in
order to provide efficient service even when shifts have changed. It is important that
handovers are done with the most minimal if not without any disruption to food and
beverage service. The following are the steps to efficiently provide handover.

Before Handover

Prior to handover, the outgoing shift should observe the following measures:

 Make sure that all areas of the department such as the floors, tables, chairs,
storage areas, waiter’s station and equipment are clean and returned to their
designated areas.
 Consumable items such as paper napkins, straws and toothpicks should be
re-stocked and stored properly.
 Make sure that there is enough change fund in the register for the next
service session.

During Handover
The following information is provided to the upcoming shift:

 Status of the orders and service.

 Availability of products and supplies.
 The "86" items or out of stock menu items.
 Any guest complaints both resolved and unresolved.
 Any relevant information about specific machine and equipment.
 Details regarding the stocking of table utensils and other service wares.
 Information on financial transactions such as:

1. Guests who have already paid.

2. Guests or tables whose deposits have been received.
3. Guests who have indicated themselves as hosts of the table.
4. Guests who may be dining on gift certificates.
5. In-house guests who will be charging the accounts to their rooms.
6. Tables where accounts have been presented but not paid yet.
7. Status of every account in the service area.

https://youtu.be/lMi3QipJGcM