The food service system 5.

5. Waiter- perform duties such as plate’s service of dishes and the service of sauces, sometimes
assisted in the simplest task by the trainee.
Today, the food service industry becomes more complex and fast growing in the Philippines, in 6. Commis/ Trainee-Assistant of the waiter in serving the guest
spite of many calamities that might have slowed down the country’s economic growth, the industry 7. Wine waiter- Responsible for the service of all alcoholic drinks to the table.
that does not seem to be affected is food service. 8. Receptionist-responsible to welcome and greet the customer at the entrance and escort them to
their table.
In general, the growth and status of the food service industry is influenced by several factors, 9. Bartender- prepares/services beverages according to prescribe standards
such as socio- economic conditions, demographic shifts ,and the changing food habits, and desires of 10. Barista- responsible for the service of coffee.
the people.
But in the classical service, there are only three members of the service team: the busser, the server,
The four major types of food service system and each system differs in: and the captain.
1. The place where the food is prepared in relation to where it is serve.
2. The time span between preparation and service 1. Busser- basically, the busser is responsible for the ff.
3. The form of food purchased A. The set-up of the station
4. The methods of holding prepared foods. B. Water, tea, and coffee service
5. The amount and kind of labor and equipment required. C. Bread and butter service
D. Cleaning the soiled dishes, glassware, and flatware from the table.
The four types of food service E. Resetting the tables

1. Conventional - menus item are prepared in a kitchen in the same facility where the meals are Duties and Responsibilities:
serve and held a short time, either hot or cold, until serving time. A. Clean, wipe and stock the side stand before service with all supplies needed by the team during
2. Ready-prepared ( cook/chill or cook/freeze)- food is prepared on the premises, then chilled service.
or frozen and stored for use at some later time. Note, ready-prepared entrees and vegetables B. Steam, clean and wipes silverware for the team.
undergo heating period. First, when food are prepared and, second after storage to reheat them C. Arrange the tables in a proper position in station; arrange chairs in proper position and 24 inches
for service to the customer. from the edge of the table.
3. Commissary (Central Production Kitchen)- the commissary system described as a large D. Ensures the prompt, courteous service for all guest
central production kitchen with centralized food purchasing and delivery of prepared food to E. Serve ice water to guest on request.
service ( satellite) units located in separate, remote areas for final preparation and service. F. Refill or or empty water glasses automatically, without being requested to do do by either the guest
4. Assembly/ serve- the assembly system requires on-site food production. This has lead to the or the captain.
use of the term kitchenless kitchen. Fully prepared food are purchased and require only storage, G. Obtain bread and butter for guests each table as soon as they are seated.
final assembling, heating and serving. Sous vide,is a method of food production in which food H. Ensure that the adequate ice water, hot coffee, and hot tea are available on the station during
are precooked and vacuum pack. service.
I. Buss dirty tables, using the right hand and stacking the dishes on the left hand.
Supervision and Organizational Hierarchy for Restaurant Operations J. Use napkin to cover trays of dirty dishes; flatware and glassware being carried into the kitchen, so
that the customers do not see soiled china glassware.
1. Food & Beverage Manager- responsible for compiling the menus to make sure that the required K. Clear and reset tables as guest leave.
margins are achieved, purchasing food & beverage items and staff recruitment and training. L. Change table lines during service without baring the table
2. Restaurant Manager- responsible for the over-all organization of the administration of food M. Crumb tables as required between courses
&beverage service areas.
- responsible for the business performance of their restaurant, as well as maintaining high standards 2. Server- servers are sales representative. Servers are responsible for the complete service of food
food, service, health and safety. and beverage, catering to all guest needs. Their jobs consists of three major aspects:
3. Head Waiter/ Supervisor- responsible for all the service staff in the restaurant and for seeing that A. Represent the operation to the public.
all preparation, service and clearing efficiently carried out. B. Sell foods and beverages and the dining experience to the guests.
- controls that each crew members handles working material and equipment carefully and gives C. Deliver what they promised ( service skills)
instruction whenever necessary.
4. Station/ Captain Waiter- responsible for the service of the station, or group of tables. He or she
takes the order and carries out the service table of the station.
Duties and Responsibilities: 2. Verbal Projection- quality of speech, diplomacy and tact in the words and expression used,
A. Serve and clear food and beverages quietly and professionally in a timely manner, and using proper including tone, volume and non-verbal projections.
serving and clearing techniques. A. Speak with Clarity. Check if you are understood whenever sending a message
B. Ensure the setting of proper silverware before the arrival of the food item requiring such B. Speak in audible, relax and natural manner, maintain conversational tone and volum.
silverware. C. Observe right speed, not too fast, not too slow.
C. Enter food orders into electronic point sale terminal and communicate special orders in person to D. Make it habit to use a magic words like “May I”, “Do you mind”, “Please”and “Im sorry”.
the kitchen. E. Be honest and accurate in giving information. Do not bluff.
D. Obtain drinks (front server) and food (back server), assisting other members of the team.
E. Maintain good grooming and personal hygiene 3. Conduct and Behaviour- practice of basic courtesy, tolerance for difficult guests and customers,
F. Communicate, cooperate, and coordinate actions with the team members and all other members of compliance to service standards.
the front and back of the house to ensure professional customer service A waiter/food service should also consider the following points in serving guest.
G. Check for the personal supplies.
-Corkscrew *Dress- the waiter in turn is responsible for keeping his uniform in good repair and having
-Retractable ball point pens it clean and serviced.
-table crumber *Grooming- individuals in food beverage service cannot appear anymore extreme in their
-note pad personal grooming than the most conservative of their guest.
-dude pad *Personal hygiene- food and beverage personnel are cleaned and look clean.
3. Captain- as a leader of the team. The captain primarily responsible for ensuring the guests receive, *Etiquette- general politeness and amiability are obviously expected of food and beverage
enjoy their meal and want to return. The captain achieves this goal by providing guest with highest personnel. All remarks such as “thank you” and “good morning” should include the guest’s
possible standard in service. name, title, or the word “sir”, or “madam”. When addressing persons with titles, for example, in
a luxury hotel or at a banquet, the general rule is to use the title or the form most polite in
Duties and Responsibilities: greeting.
A. Captain must be personable, be a people person, and able to “read guest mind”- being the table For example:
before they even wave their hands to get attention. Ambassador- “Your Excellency”
B. The captain must know the menu on detail -the ingredients the preparation, sauces, and Archbishop, duke or duchess- “Your Grace”
garnishes- so as to be able to answer guest questions and the sell the food better. Royalty - “Your Royal Highness “ initially “Your Lordship”
C. The suggestive selling of items such as specials, wines, liquors, and desserts is a prime Cardinal- “Your Eminence”
responsibility of the captain, increasing both check averages and tips. Judge, Military Officers, Priest- “Sir” (not as judge or Captain)
D. Another part of the captain’s job is to ensure orderly and staggered seating of the station so the In formal dining rooms, it is also polite to refer to the guest in the third person, although this not
team can properly serve all customer. necessary. “Would you like another cocktail sir?” is an appropriate as “Would the gentleman
Captains are held responsible for the servicing of all guest in their station, and therefore like another cocktail?”.
they must know where all team members are at all times, what they are supposed to be doing
and approximately how long each task would take. * Customer Satisfaction-the food and beverage service staff must see the guests have all
they require and are completely satisfies. In competitive market place where businesses
Attributes of food and beverage service personnel compete for customers; customer satisfaction is seen as a key differentiator.

Customers-judge the restaurant, bar, or hotel not only by the quality of food and facilities, but *In the Dining Room- while waiting for the dinner and even while eating, customers notice
also by the kind of people who serve them. The service personnel reflect the image of company. They dining room personnel. They make no complaints about many things that they observe and do
must therefore carry themselves in professional manner to make a good impression. not like.

Professionalism is a quality in terms of;

1. Physical Projection- appearance, poise, posture, and body language.
A. It is advisable to require employees to wear uniforms
B. Always carry a pleasant smile and positive disposition so that the others will feel more comfortable
and ease with you.
C. They must be clean; hands are free with nicotine stains and with clean an well-trimmed nails. Unpleasant habits:
D. Staff should try to avoid any mannerisms they may have. 1. Yawning
2. Grouping
3. Mannerisms like nail biting, cross arms and lip biting.
4. Using sign language with unwanted facial expressions
5. Shouting, giggling, and horse playing
6. Daydreaming
7. Putting hands on pockets
8. Leaning on walls, tables and chairs
9. Staring look
10. Chewing gum
11. Demand for tip
12. Counting tip in front of customers
13. Bluffing customers
14. Reading newspapers or magazines
15. Used of rude or insulting language
16. Leaving one’s station longer than necessary