Food and Beverage

AGA KHAN FOUNDATION
Pakistan

PAITHOM

Project for Livelihood Upgrading & Development
of Youth in the Hospitality Sector

Technical Training for
Food & Beverage
Service

Participants Manual

January-June 2008

2

Food & Beverage Service
Students Manual

Food & Beverage Service Training Program
(Students Manual)

for

Livelihood Up gradation and Development of Youth in the
Hospitality Sector

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Students Manual

Table of Contents
Introduction 04
Objectives 04
Proposed timetable 05
Instructions for students 10
Grooming Checklist for students 12
Hygiene & Grooming for Food Service personnel 13
Introduction to Food Service Industry 15
Personality Traits for Food Service personnel 19
Gears for a service person 21
Areas of work of a server 22
Introduction to service mis en place 23
Types of restaurants and cuisines 24
Working in pantry area- prep work 25
Polishing glass and silverware 28
Wiping plates and chinaware 29
Laying out tables and chairs 30
Table cloth and napkin folding 31
Setting up a table basic setup 32
Setting up a table extended setups 41
Setting up a table banquets 43
Food service sequence 44
Greeting and seating a guest 46
Beverage service Presenting menu and carrying a tray 51
How to pick up and serve beverages 55
Serving hot beverages 59
Beverage Knowledge 69
Carrying and placing plates and platters; pre-platted service and clearance 70
Platter to plate service-Silver service 74
Cleanliness between the courses and other tasks 76
Dessert knowledge and service skills 80

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Students Manual
Introduction to Starters/Appetizers 82
Introduction to accompaniments and condiments 84
Introduction to Pakistani cuisine 85
Introduction to Chinese cuisine 86
French, Italian and Mexican cuisines 87
Order taking skills 88
Suggestive selling 96
Buffet service- setting up buffet 98
Banquet service skills 99
Room service setting up a tray 100
Room service setting up a trolley 102
Service in guest rooms 103
Complaint Handling 102
Telephone handling and reservations 106
Supplies and store issues procedure 110

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Students Manual

Food & Beverage Service Training Program

Introduction:

Aga Khan Foundation Pakistan in collaboration with USAID formulated Food and
Beverage Service training program for the livelihood up gradation and skill
development of youth in the hospitality sector. The ambition is to train and develop
skills in unemployed and employed youth of Pakistan.
Objectives:

Explains students how to deliver guest-driven service by finding out what
guests want and expect, then exceeding their expectations by correctly
handling moments of truth. Students gain in-depth food and beverage skills
know-how and hands-on techniques for consistently delivering quality service
in every type of operation.

At the completion of this course, students should be able to:

Apply the skills in serving guests with food and beverages
Take orders while applying skills of suggestive and up selling
Understand the sequence of service operations and equipments required
Understand the varying resources required for their operation
Control the inventories and costs
Know how customer satisfaction can be achieved.

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Students Manual

Proposed Timetable & Methodology

Week-1
Day Topic Method A.V.Aids
1 Hygiene & Grooming for Food
Service personnel
Lecture Video on
grooming
2 Spoken English Food
terminology: Fruits,
vegetables& meat
Lecture Pictorial Charts
3 Introduction to computer skills
Computer hardware
Lecture Demonstration of
computer
systems
4 Basic English Grammar parts
of speech 1
Lecture Handouts

Week-2
1 Introduction to Food Service
Industry
Lecture Hospitality video;
handouts
terminology: utensils,
equipment and jargons;
Vocabulary development
Computer fundamentals
Lecture Demonstration of
computer
systems
of speech 2
Lecture Handouts

Week-3
1 Personality Traits for Food
Service personnel
Lecture Video -
Communication
skills
terminology; Vocabulary
development
Word processing 1
Lecture/ lab work Demonstration
and practice
of speech 3
Lecture Handouts

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Students Manual

Week-4
1 Gears for a service person Lecture Handout
development
Word processing 2
and practice
4 Basic English Grammar
Present Tense
Lecture Handouts

Week-5
1 Areas of work of a server Lecture Handouts/ Video
development
working with excel sheets 1
and practice
4 Basic English Grammar Past
Tense
Lecture Handouts

Week-6
1 Introduction to service mis en
place
Lecture Pictorial
presentations
development
3 Introduction to computer skills -
working with excel sheets 2
and practice
Future tense
Lecture Handouts

Week-7
1 Types of restaurants and
cuisines
Lecture Handouts
2 Spoken English greeting
dialogues
Practice
dialogues
Handouts
Basics of power point
and practice
Future tense
Lecture Handouts

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Students Manual
Week-8
Progress Test 1 (Theoretical and practicals)

Week-9
1 Working in pantry area- prep
work
Lecture n
practical
Handouts &
Practical
2 Spoken English Spoken
practice session
Practice
dialogues
Handouts
power point presentation skills
and practice
Future tense
Lecture Handouts

Week-10
1 Polishing glass and silverware Lecture n
practical
Practical
2 Wiping plates and chinaware Practical Practical
3 Laying out tables and chairs Practical Pictorial
presentations
4 Table cloth and napkin folding Lecture Video-napkin
folding

Week-11
1 Setting up a table basic setup Lecture n
practical
Demonstration
2 Setting up a table extended
setups
Lecture n
practical
Service video
3 Setting up a table banquets Lecture n
practical
Video - banquets
4 Food service sequence Lecture Video-quality
service

Week-12
1 Greeting and seating a guest Lecture/ practical Demonstration
2 Beverage service Presenting
menu and carrying a tray
Lecture/ practical Demonstration
3 How to pick up and serve Lecture/ Practical Video- quality

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Students Manual
beverages service
4 Serving hot beverages Practical Video- quality
service

Week-13
1 Beverage Knowledge Lecture Handouts
2 Carrying and placing plates and
platters ; pre-platted service
and clearance
Practical Demonstration
3 Platter to plate service-Silver
service
4 Cleanliness between the
courses and other tasks
Lecture and
practice
Table service
video

Week-14
1 Dessert knowledge and
service skills
2 Introduction to
Starters/Appetizers
Lecture Hand outs
3 Introduction to
accompaniments and
condiments
Lecture Hand outs
4 Introduction to Pakistani cuisine Lecture Handouts

Week-15
1 Introduction to Chinese cuisine Lecture Handouts
2 French, Italian and Mexican
cuisines
Lecture Handouts
3 Order taking skills Lecture/Practical Demonstration
4 Suggestive selling Lecture/ Practical Demonstration

Week-16
Progress Test 2 (Theoretical and Practical)

Week-17
1 Buffet service- setting up buffet Lecture/Practical Service video
2 Banquet service skills Lecture/Practical Banquet video
3 Room service setting up a
tray
Lecture/Practical Video
4 Room service setting up a
trolley
Lecture/Practical Video

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Students Manual

Week-18
1 Service in guest rooms Lecture/Practical Video
2 Working at Post washing area Lecture/Practical Demonstration
3 Working in caf and lounges Lecture Handouts
4 Safe work habits Lecture Handouts/ Video

Week-19
1 Working in a soft bar Lecture/ Practical Handouts/ video
2 How to lit cigarettes and cigars Lecture/ Practical Handouts
3 Fire Fighting basic introduction Lecture Handouts
4 Basic First aid techniques Lecture Handouts/video

Week-20
1 Sanitation and hygiene
concerns
Lecture Handouts
2 Complaint Handling Lecture/ Practical Demonstration
3 Using Communication tools Lecture Handouts
4 Telephone handling and
reservations
Lecture/ practical Video/handout

Week-21
1 Supplies and store issues
procedure
Lecture /practical forms
2 Wastage control Lecture Handouts
3 Teamwork Lecture Handouts
4 Training and professional
development
Lecture Handouts

Week-22
Revision sessions

Week-23
Final Exams Preparatory week

Week-24
Final Examinations

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Students Manual
Instructions for Students

A high level of academic achievement during the course of your time is expected. You
are provided with important guidelines as stated below in order to achieve effective
learning. You are highly appreciated for your kind cooperation and dedication.

1. The students must attend their all lessons and other scheduled activities unless
attendance is specifically declared optional or special exemption is approved.
2. You will be called upon your absence for any reason and must be required to
complete and return a written justification on College Leave Form within three
working days after your return. Under any medical reason for the absence, you
must provide supporting documentation with your justification.
3. The student absent for more than 20% of required instruction for a subject will
automatically fails the course.
4. The late comers are to be considered as absent if found late on regular manner.
5. Each student will be formally assessed to grade the performance.
6. The progress tests and final examination will be conducted as per schedule. Any
change in the schedule should be notified in advance.
7. You must submit your assignments, reports and other works on time.
8. You must participate in all Audio/Video sessions and field/industry trips that are
planned during the course of your studies. In addition to this, take active
participation in group discussions and communicating sessions.
9. You are not allowed to sit in the class if you do not carry the student manuals.
10. You must switch your mobile phones off during the class
11. Political and irrelevant discussions are not allowed in the class.
13. You must maintain a very high standard of personal appearance in the class and
require to adhere to the uniform regulation.
14. In addition to wearing the specified uniform you must observe:
a. Clean, manicured nails and hands.
b. Neatly pressed and well presented uniform.
c. Neatly combed and conservatively styled hair.

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Students Manual
d. Clean shaven or well trimmed beard and moustache for male students.
e. Clean socks and well polished shoes.
f. Female students must avoid excessive use of jewellery.
(A checklist of grooming is also made available in this manual.)

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Students Manual
Grooming Checklist for Students

Sr. #

Description

Yes

No

Remarks
1. Teeth brushed. Mouth check for any
bad smell.

2. Shaved and checked moustache for
any trimming. (beards checked for
trimming)

3. Free from body odors. Deodorant and
perfume applied.

4. Uniform pressed, neat and checked
for any wear n tear or wrinkles

5. Shoes polished and socks odorless
6. Hair need hair cut
7. Hair gelled and combed
8. Neck/ Bow tie worn
9. Nails clean and properly cut
10. Books and stationary available to
carry along

11. Handkerchief or tissues available
12. Final critical look taken while viewing
the mirror

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Students Manual

Hygiene & Grooming for Food Service personnel

Learning Objective:
Student will able to maintain standardized cleanliness and appearance appropriate for
a person associated with hospitality industry specially working in food production/
service.
Methodology:
Handouts; video and lecture
Contents:
Defining hygiene
Importance of cleanliness and hygiene in foodservice industry
Personal Appearance and grooming standards
Instructional Material:
A Professional and Hygienic Appearance
How you look and the first impression you create are the image of your establishment,
hygiene standards and quality service to come. A professional and hygienic
appearance got very vital importance so all staff should be aware of the factors listed
below and it is their individual responsibility to ensure that they are put into practice:
1. A shower or bath should be taken daily.
2. Always use deodorants.
3. Aftershave and perfumes should not be too strong.
4. Sufficient sleep, an ample and healthy intake of food, and regular exercise will
keep you in a health condition and allow you to cope with the pressure and
stress of work.
5. Pay particular attention to your hands. They must always be clean, free of
nicotine stain and with clean, well trimmed nails.
6. No nail varnish should be worn.
7. Males should be clean shaven, if with any moustache neatly trimmed.
8. Female should only wear light make up.
9. Earrings should not be worn with the possible exception of studs.

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Students Manual
10. Your uniform should be clean, starched as appropriate and neatly pressed. All
buttons must be present.
11. Hair should be cleaned and well groomed and no long hair and if they have
they should tie them up or back.
12. Shoe should be clean, polished comfortable and simple and make sure no
long heels.
13. You should brush your teeth before you start your duty.
14. Any cuts or burns should be covered with a band aid or correct dressing. If its
on the visible parts of the body than refrain from guest contact.
15. If feeling sick i.e. having cold or other infection, this should be reported to the
supervisor immediately.
16. You should wash your hands after smoking, after using the toilet or dealing
with refuse. Use hot water and soap.

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Students Manual

Introduction to Food Service Industry

Learning Objective:
Student will able to define various segments of food service industry, different
operational aspects and operational organization.
Methodology:
Contents:
Food service industry an introduction
Commercial and institutional food services
Functional organization/ departments of food service operation
Food & beverage department
Kitchen organization and different sections of kitchen
Level of positions available in restaurant
Exhibit 1 Organizational Chart of a Large restaurant
Exhibit 2 Organizational Chart of a Small Restaurant
Exhibit 3 Sample Layout of a Kitchen
An overview of various segments of the food service industry and its role in
travel and tourism; food service operations in stand alone restaurants, lodging
business and transportation.
For-profit or commercial food services and non-profit or institutional operations;
Kitchen and restaurant organization and importance of coordination between
the two; the levels of responsibilities and positions in restaurant hierarchy.

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Students Manual

Exhibit 1 - Organizational Chart of a Large Restaurant

General
Manager

Executive
Chef

Food &
beverage
Manager

Sous Chef

Garde
Manger

Pastry Chef
R

Restaurant
Manager

Banquet
Manager/

Chief
Steward
S

supervisors

Stewards

Storekeeper

Assistant
Restaurant
Manager

Captains

Host/
Hostess

Beverage
Manager

Bartender

Servers

Helpers/
barbacks

Waiters

Bus persons/
runners

Catering
Manager?
Banquet
operation

Manager

Supervisors

Captains

Servers

Housemen

Sales
executives

Chef de party

cooks

Helpers/ apprentice

Cooks/ helpers

bakers

Helpers
S

Secretary
Assistant
General
Manager

Accountant

Cashiers

Purchase

Storekeeper

Cost
control

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Students Manual

Exhibit 2 - Organizational Chart of a Small Restaurant
GENERAL MANAGER
Assistant General Manager
Executive Chef Food and Beverage Manager Human Resource manager
Marketing Manager
Sous Chef Garde mangre Restaurant Manager Catering Manager Chief Steward
Assistant
Restaurant
Manager
Captain Host/ hostess
Beverage
Manager
Bartenders
Servers
Waiters
Accountant
Pastry Chef
Chef de
party
Cooks
Helpers
Cook
Helpers
Helpers Assistant
Manager
Captains
Servers Housemen
Barbacks/
Helpers
Cashier
Purchase
Storekeeper
Cost controller

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Students Manual

Personality Traits for Food Service personnel

Learning Objective:
Student will able to know the responsibilities of a waiter; interpersonal behavior and
skills during work; how can guests be served with quality services (performance
standards); safe work habits in the restaurant; sanitation and food handling;
Methodology:
Contents:
Responsibilities of a waiter
Courtesy and friendliness
Teamwork defined; interpersonal skills
Performance standards
Practicing safe work habits
The maintenance and cleaning procedures
Dos and Donts in the Restaurant
Dos:
1. Do smile and be pleasant while serving guests.
2. Do assure service satisfaction at all means.
3. Do be courteous and flexible in your duties.
4. Do dress properly and wear name tags.
5. Do be loyal to your hotel and helpful at all times.
6. Do obey your superiors and discuss your problems.
7. Do cooperate with fellow workers.
8. Do report any comments and constructive suggestions to your manager.
9. Do leave your service station clean and tidy.

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Students Manual

Donts:
1. Dont fail to be the ambassador of the hotel.
2. Dont shirk your responsibilities.
3. Dont leave guests unattended.
4. Dont serve if you think the product is not right.
5. Dont travel empty handed.
6. Dont eat or smoke in restricted areas.
7. Dont talk loudly in the service area.
8. Dont argue with coworkers or guests.
9. Dont run in the outlet.
10. Dont place your hands in the pockets.
11. Dont use handkerchief in the restaurant unless absolutely necessary.
12. Dont sneeze or cough carelessly.
13. Dont chew gum or eat sweets.
14. Dont comb hair in the dining room.
15. Dont smoke in the dining room.
16. Dont carry your service cloth under your arm.
17. Dont count tips or playing with pocket coins.
Dont forget that the highest reward of your work is satisfied guest.

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Students Manual

Gears for a service person

Learning Objective:
Student will able to identify personal items and tools used in restaurant during service
Methodology:
Handouts and lecture
Contents:
Introduction and identification of various personal belongings to be carried
during service
Importance of carrying pen, writing pad, comb and lighter
Personal belongings that a server MUST carry ALWAYS with are known as
gears of a server. These include:
1. Pen
It is used to note down the order of a guest, message or reservation, getting
signatures on bills etc
2. Pocket-size notepad
Used to take orders, messages, reservations, things to do etc
3. Lighter or a match box
To light cigarettes while serving guests, light the burners or candles
4. Comb
Comb hairs regularly to maintain grooming and appearance standards
5. Handkerchief or soft tissues
Wipe hands and face whenever required
6. Change money(small notes and coins) if cashiering is done by servers
It should become a second nature of a server to carry along all these items.

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Students Manual

Areas of work of a server

Learning Objective:
Student will able to develop understanding of works to e performed in foodservice
Methodology:
Contents:
Introduction to basic spheres of work
Knowledge of preparatory work
Food service
Salesmanship
The tasks performed by server in restaurant are divided into three spheres or
areas:
Preparatory work
It includes wiping and polishing of mis en place, setting up pantry areas, laying
out restaurant and cleanliness.
Guest service
This includes the services provided to the guest from arrival into the restaurant
to departure.
Salesmanship
Beside rendering services to the guests and maintaining highest level of
standards of services, food servers are expected to generate revenues for the
operations. This objective is achieved through effective selling techniques.

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Students Manual

Introduction to service mis en place

Learning Objective:
Student will able to identify variety of wares used in foodservice
Methodology:
Handouts, charts and lecture
Contents:
Introduction to chinaware, glassware and silverware
Proper procedures of wiping and polishing of ware
Maintaining pantry area and sidestation
Introduce to the students variety of:
Chinaware
(Dinner plate, dessert plate, bread and butter or B&B plateetc)
Glassware
(Water goblet, high-bowl glasses, cocktail glasses)
Silverware
(Variety of Knives, forks, spoons)
commonly used in food service and particular use of each item.

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Students Manual

Types of restaurants and cuisines

Learning Objective:
Student will able to gain knowledge of variety of restaurants and cuisines
Methodology:
Contents:
An introduction to international cuisines
Types and kinds of foodservice outlets
Various types of restaurants and foodservice outlet differentiating the level and style
of services.
Fast food
Authentic cuisine restaurants
Fine dine
Family restaurants
Food courts
Caf
Lounges

Introduction to the famous cuisines including:
Mexican, Italian, French, Chinese, Mediterranean and Pakistani cuisine

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Students Manual

Working in pantry area- prep work

Learning Objective:
Student will able to do preparatory works in the pantry area
Methodology:
Contents:
Cleanliness of pantry area
Stacking of wares in the pantry area
Refilling of sugar pots, condiment pots and salt & pepper shakers

TASK: Stock and Maintain Side Stations/ Pantry Area
Items Required: To complete all steps, you will need a sidework checklist, glasses,
silverware, dishes, ashtrays, napkins, condiments, garnishes, cleaning cloths, a bar
towel, sanitizing solution, and gloves.
WHAT TO DO

HOW TO DOs

ADDITIONAL INFORMATION

1. Stock the side stations.
Stock the following items to
par levels
Stock the side stations fully.
Bring clean glasses,
silverware, dishes, and
ashtrays from the dish room
to replace the used ones.
Fold extra napkins
Make sure there is always a

A "par" is the number of
supplies you will need to get
through one workshift.

Side stations should be
completely stocked with items
such as glasses, silverware,
dishes, and ashtrays before a
new shift begins.

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Students Manual
fresh supply of condiments at
the side stations.
Make sure there is a bucket
of sanitizing solution and a
clean cloth at each side
station.

.
2. Maintain the stations
throughout your shift.
Perform your assigned
sidework duties throughout
your shift.

Wipe up spills, bread
crumbs, etc. as soon as
possible.

Pick up broken glass with a
linen napkin or gloves to
prevent cuts. Throw away
broken glass in the proper
container.
Throw away wilted or
discolored garnishes. Wash
and dry the garnish
container. Refill the container
with fresh garnishes as
needed.

Sidework tasks are a very
important part of keeping your
restaurant running well.

You can't provide high-quality
service if you waste time
returning to the kitchen for
items that should be in the
side stations.

Whenever your stations are
fully stocked, look for cleaning
that needs to be done or
closing duties you can begin
early.

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Students Manual
Empty used ice buckets and
wipe them out with a bar
towel. Store them until they
are needed.
If food, such as soup, is kept
warm or cold at side stations,
make sure items are held at
the correct temperatures at
all times
Empty full trash cans
Check the side stations
throughout the meal period.
Work with the bus person
assigned to each station to
restock the area as needed.
Keep side-station supplies
and equipment orderly.

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Students Manual

Polishing glass and silverware

Learning Objective:
Student will able to polish glass and silver ware
Methodology:
Contents:
Proper procedure of polishing
Equipments required for polishing
Handling techniques of glasses and silver ware
Instructional Material: (Practice on the steps mentioned below after observing
in detail the concepts and importance)

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Students Manual

Wiping plates and chinaware

Learning Objective:
Student will able to wipe chinaware dinner and side plates
Methodology:
Handouts, demonstration and lecture
Contents:
Proper procedure of wiping plates
Advantages of proper polishing
Stacking wiped plates
Maintaining dish warmers
Practice the steps taught by the instructor to master the skills.

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Students Manual

Laying out tables and chairs

Learning Objective:
Student will able to lay out table and chairs as per floor plan
Methodology:
Handouts; video, demonstration and lecture
Contents:
Understanding table plan
Checking tables and chairs
Laying out tables and chairs

Practial:
Following the table plan, layout chairs and tables.

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Students Manual

Table cloth and napkin folding

Learning Objective:
Student will able to lay out table cloth and fold napkins to be placed on the table
Methodology:
Contents:
Checking procedures of table clothes and napkins segregation of linen
Laying out table cloth using 3-folds method
Fold napkins in at least 3 patterns

Practical:
Practice to place table cloth. Learn different ways to fold a napkin.

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Students Manual

Setting up a table basic setup

Learning Objective:
Student will able to set up a table by placing silverware and glassware for guest
service
Methodology:
Handouts; video; demonstration and lecture
Contents:
Introduction to basic setup
Sequence of placing ware on the table
Handling ware while placing on the table

Instructional Material: (Practice the steps taught by the instructor to master the
skills.)
TASK- Set Up the Restaurant for service
Items Required: To complete all steps, you will need silverware, glasses, napkins, salt and pepper
shakers or grinders, salt and pepper, cleaning cloths, sugar bowls and caddies, sugar, artificial
sweetener, tablecloths or place mats, condiments, sanitizing solution, foodservice film, vases, flowers,
table lamps, candles or lamp fuel, dessert trays or carts, lemons, cream, creamers, ice buckets,
approved detergent, silver polish, an ice scoop, ladles, a cash-bank contract, a pen, and an opening
duty checklist.
STEPS

HOW TO Dos

TIPS

1. Check the silverware on
the tables in your section
and in the side station.
Make sure silverware is
clean and free from food
and water spots.
Replace unacceptable
items.
Do not hand-polish
silverware.
The bus person may be
responsible for setting
up the tables in your
area before you arrive.
You are responsible for
making sure that your
section (or station) is
perfect.

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Students Manual

Check silver-plates
silverware for tarnish. Return
tarnished silverware to the
dish room and ask the chief
steward to burnish or polish
it.
Make sure silverware is in
the correct position on the
table. Supply missing
silverware if necessary.
Never touch the eating
surface of silverware with
your hands.
Make sure the side station
silverware trays are fully
stocked.

Most health departments
prohibit hand polishing
of silverware. Wiping
sanitized silverware with
a cloth can place germs
back on the silverware

If your tables are
repeatedly missing
silverware, tell your
supervisor or ask the
bus person to supply
silverware.

Regular silverware
includes knives, forks,
and spoons. Special
silverware may include
fish forks, small tongs,
demitasse spoons, etc.,
required for service of
special items.
2. Check the glasses on
the tables in your section.
Look for cracked, chipped, or
spotted glasses.
Throw away cracked or
chipped glasses.
Return spotted glasses to the
dish room

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Students Manual
Replace all glasses removed
from service.

3. Check the napkins on
Replace wrinkled, spotted,
torn, or missing napkins
Refold napkins that are
folded incorrectly
Every napkin fold should
look alike.
4. Check salt and pepper
shakers or grinders on
Make sure salt and pepper
shakers or grinders are free
from food residue, spots,
chips, and cracks.
Replace unacceptable
shakers or grinders.
Empty and wash shakers
and grinders periodically.
Make sure they are
completely dry before refilling
them.
Make sure all shakers and
grinders are full at the
beginning of service. Fill
them if necessary.
Wipe and polish metal lids to
remove moisture and dried
salt or pepper. Replace lids
that are cracked, dented, or
chipped.

Don't use water to clean
wooden grinders.

If shakers or grinders
are not dry, the contents
will clump together and
not pour out.

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Students Manual
5. Check sugar bowls or
caddies on the tables in
your section
Make sure sugar bowls or
caddies are clean. Fill bowls
or caddies two-thirds full of
sugar packets and one-third
full of artificial sweetener
packets.
Clean bowls or caddies if
necessary and fill them as
needed
Place packets upright and
facing the same way so
guests can read the printing
on them.
If loose sugar is used,
make sure it is free from
lumps, and make sure
the bowls or caddies are
full at the beginning of
service.
6. Check the tablecloths
on the tables in your
section.
Adjust each tablecloth so
that it hangs evenly on all
sides with the seams facing
down.
Check each cloth for holes,
wrinkles, or stains. Replace
unacceptable tablecloths.
Some restaurants use
two tablecloths or a top
cloth (called a "topper"
or napron) turned over
a base cloth. Toppers
should be lined up
properly.
7. Check the evenness of
place mats (if used
instead of tablecloths).
Set up place mats neatly and
consistently. Make sure they
are clean and free from
holes, tears, or stains.
Place the mats right-side-up
with the printing facing
guests so they can read the
printing

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Students Manual
Line up each mat with the
table edge and with the mat
on the other side of the table.
Change paper place mats
each time you reset a table.

8. Check the condiments
on the tables in your
section and in the side
station.
Make sure each condiment
container is full of fresh
condiments, with no spots,
spills, or fingerprints on it
Replace containers or
dispensers that are chipped,
cracked, or dented
Remove container or
dispenser lids. Make sure the
rims are clean.
Make sure syrup and honey
dispensers are not sticky.
Wipe clean any dispensers
or containers as needed.
Preset condiments according
to your tabletop guidelines
for each meal.
Do not preset condiments
that need refrigeration.
Deliver these with the meal.
In some restaurants,
condiments may be
small, single-service
packets or bottles.
9. Check chairs and
booths in your section.
Make sure chairs and booths

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Students Manual
are free from food, dust, and
fingerprints. Pay special
attention to the arms, legs,
and spindles of chairs.
If necessary, wipe chairs and
booths clean with a damp
cloth and sanitizing solution
followed by a dry cloth. If
possible, pull out seating
cushions and wipe up
crumbs.
Check under tables and
chairs for gum, and remove
any gum you find.
Report upholstery stains,
burns, rips, and tears to your
supervisor.
Place each chair so the edge
of the seat is even with the
table edge.
Clean high chairs and
booster seats with a damp
cloth and sanitizing solution,
if necessary. Let them air
dry.
Make sure safety straps on
high chairs are clean and in
working order. Replace any
missing or broken straps.

Do not use linen napkins
for cleaning. Use only
designated cloths or
cleaning towels.

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Students Manual
Wrap clean high-chair trays
with foodservice film to keep
them sanitary.
10. Check flower
arrangements on the
tables in your section.
Check vases for cracks,
chips, and fingerprints. Clean
or replace vases as needed.
Make sure vases are full of
fresh water if live flowers are
used
Make sure live flowers are
fresh and neatly arranged.
Replace wilting flowers.
Make sure artificial
arrangements are free from
dust.
If necessary, use a soft, dry
cloth to gently wipe the
leaves and petals of artificial
arrangements.
You are responsible for
maintaining flower
arrangements.

A wet cloth can damage
silk flowers.
11. Check table lamps in
your section for fuel or
wax.
Make sure lamps are clean
and free of chips and cracks.
Clean or replace lamps as
needed.
If lamps have brass or silver
trim, make sure the trim is
free from spots and tarnish.
Polish brass or silver trim if
necessary.

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Students Manual
Place new candles in each
candle lamp as needed, or
refill lamps using liquid fuel.
Make sure that wicks are in
good condition.
12. Check the floor and
carpets in your section.
Make sure carpets have
been vacuumed and that the
floor is free of debris and
dust. Check for stains and for
food that has been ground
into the carpet.
Ask the bus person to
remove spots. Tell your
supervisor about hard-to-
remove stains so that carpet
cleaning can be scheduled.
Tell your supervisor about
burns, stains, or tears in the
carpet

13. Check the overall
appearance of your
tables.

Make sure all of your tables
are set the same way.
Make sure there is enough
room to pass between tables
without disturbing guests.
Adjust tables as necessary to
provide enough aisle space
for good service

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Students Manual

14. Prepare display
dessert trays or carts
when applicable.
Follow the procedures
instructed by supervisor to
set displays on the table,
tray, cart or buffet

15. Cut lemon for tea
service
Follow the instructions to cut
lemon

16. Set up bread baskets.
Follow the instructions to
prepare bread baskets

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Students Manual

Setting up a table extended setups

Learning Objective:
Student will able to setup table for extended menu items
Methodology:
Handouts; video; demonstration and lecture
Contents:
Defining extended setup
Variations in extending the setup
Standards of fine dine restaurants and casual dine
Cover for A la Carte Service:
Traditional cover starts from Hors d oeuvres (appetizers). Required mis en
place for set up includes
Napkin
Appetizer knife
Appetizer fork
Main course fork and knife
Side plate (on left)
Bread and butter knife on the right edge of side plate
Water goblet

Cover for table d hote:
Napkin
Soup spoon
Appetizer fork and knife
Main course fork and knife
Dessert spoon and fork
Bread and butter plate and knife
Water goblet

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Students Manual

Demonstrate the students with basic and extended setups. Describe the
variances and varieties and conduct practice sessions.

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Students Manual

Setting up a table banquets

Learning Objective:
Student will able to layout and set up tables in banquet events
Methodology:
Contents:
Banquet order sheet type of function; layout and setup; menu and type of
service
Banquet setups
Arrangement of Mis en place
Sequence of setup
Types/ style of service in banquets
Instructions for students:
Learn and practice:
How to read and use order sheet
Meeting and conference setups U-shaped, T-shaped, hollow rectangle etc
Theatrical style lay out
Standing and Sit-down buffet service
Avalanche service
Outside or off premise caterings

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Students Manual

Food service sequence

Learning Objective:
Student will able to follow the flow and order of food and beverage service
Methodology:
Contents:
Theme and menu of the restaurant
Standards of service
Food courses

skills.)
Sample Service sequence of a restaurant:
1st. Greet the guest
2nd. Escort the guest to the table
3rd. Seat the guest
4th. Menu presentation
5th. Mineral water/ cold beverages order taking
6th. Mineral water/ cold beverages service
7th. Order taking
8th. Condiments placement
9th. Starter soup service
10th. Asking about guest satisfaction for soup and starters
11th. Clearance of soup cups and starter plates
12th. Replenishment of silver (if required)
13th. Placement of dinner plate
14th. Cold beverage service
15th. Ordered food pick up from kitchen
16th. Food service

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Students Manual
17th. Asking guest satisfaction about food
18th. Asking about repeat orders for food or beverages
19th. Clearance of empty cold drink glasses
20th. Removal of empty platters
21st. Removal of dinner plates along with silver
22nd. Dessert menu presentation
23rd. De-crumbing of table
24th. Dessert order taking/ tea coffee order
25th. Pulling down dessert covers or replacement (if used during main course)
26th. Dessert service
27th. Hot towels presentation
28th. Green tea service
29th. Presentation of comments card
30th. Closing the check
31st. Presentation of check
32nd. Getting signatures on credit card or privilege club card approvals or cashiering
the check
33rd. Thanking the guest for coming to the restaurant
34th. Biding warm farewell
35th. Checking the tables, chairs and floors for any guest related item
36th. Rearrangement of chairs around the table
37th. Table re-set up

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Students Manual

Greeting and seating a guest

Learning Objective:
Student will able to greet and seat the guest at the reception
Methodology:
Handouts; demonstration and lecture
Contents:
Rules and norms of greeting
Escorting the guest to tables
Procedure of seating guest

skills.)
TASK - Greet and Seat Guests
Items Required: To complete all steps, you will need menus, special supplies (such as
booster seats, high chairs, Braille menus, etc.), snacks, and a wine list
STEPS

HOW TO Dos

TIPS

1. Approach guests who
are waiting to be seated.
Smile and give a warm
greeting, such as "Good
morning!" or "Welcome to
(name of the restaurant)."
Be positive when greeting
guests. Your manner will
affect guest satisfaction.

A host will usually
handle seating, but
sometimes you may
need to help out.

.

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Students Manual
2. Direct guests to the
coat room if your
restaurant has one.

3. Ask guests if you are
holding a reservation for
them.
Follow the steps to mark in
the reservations book that a
party has arrived:
If guests do not have a
reservation, ask them if
anyone else will be joining
them. Then check available
seating to see if you can
accommodate them.

4. Ask if guests prefer to
be seated in a smoking or
nonsmoking section.

If guests have a
reservation, this
information should be in
the reservations book.
Be polite to smokers and
nonsmokers alike, no
matter how you feel
about smoking
5. Accommodate special
guest needs.
Ask guests with visual
impairments if they would
like Braille menus, if
available.
Ask guests with disabilities if
they have special seating
needs.
Ask guests with small

No guest should be
treated as a burden.
Without guests, you
would not have a job.

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Students Manual
children if they would like a
high chair.
Ask the bus person to
rearrange tables or to set up
special equipment if
necessary.
If necessary, ask the party to
wait while you meet their
needs.
6. Look at the seating
chart and decide where
you are going to seat the
party, according to your
restaurant's seating
policies.

Overloading one section
will make good service
difficult. However, if a
party requests a certain
table and it is available,
you should seat them at
that table, even if it
overloads a section.
Then tell the dining room
manager so he or she
can adjust the server's
workload. Also, let the
server for that section
know about the guests.
7. Direct guests to their
table.
Pick up enough menus for
each guest.
Ask the party to follow you,
and lead the way to the table
at a reasonable pace.

You are in command of
the situation, and these
actions communicate
confidence to your
guests.

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Students Manual
Hold the menus high on your
arm, not down by your side.
Stand up straight and give
your full attention to the party
you are seating. Do not stop
along the way to talk to co-
workers, unless it relates to
seating the party you are
leading.
Move service equipment to
one side to clear a path for
the guests. Make sure the
party is following.
As you walk, describe
restaurant highlights, such as
a salad bar, buffets, or house
specials.

8. Help the guests with
seating.
Help children get into booster
seats. Pull high chairs away
from tables so that guests
can place small children into
them
Help guests with disabilities
as appropriate. If you're not
sure how to help, ask guests
what you can do for them.

Never touch a child or
any other guest
unless you have
permission.

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Students Manual
Pull out a chair for a guest
and adjust the chair as the
guest sits. Help others with
seating as appropriate.

Let the guests decide
who will sit in the chair
you pull out.
9. Present the menus.
Give a closed menu, right-
side-up, to each guest in the
following order:
Children (children's menu
when available)
Women
Men
Present the menu from the
guest's right side, using your
right hand.
Introduce yourself and tell
guests who their server will
be.
Serve water (if appropriate)
and items such as crackers,
bread sticks, or other snacks
(if appropriate).

Some restaurants use
place-mat menus, others
use one-page menus,
and others open menus
for guests.
10. Remove extra place
settings.
If the number of guests is
less than the place settings,
remove extra settings.

You can save mis en
place and giving extra
space to the guests.

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Students Manual

Beverage service Presenting menu and carrying a tray

Learning Objective:
Student will able to present the menu and carry a tray
Methodology:

Contents:
Menu maintenance and cleanliness
Menu presentation to the guest
Skill of carrying a tray

Instructional Material: (Make the students practice on the steps mentioned
below after explaining in detail the concepts and importance)
Menu Presentation
(If buffet is available then it should be mention to the guest.)

1) Check the menu
Always check the menu before presenting it to the guest, it should be
Neat and clean
Damage free
Presentable, neither any page should be missing nor duplicate (in case
of sliding menu only).

2) Hold the menu
Always open the first page and hold the menu from the top because guest will
hold it from the bottom.

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Students Manual

3) Present the menu
Present the menu from the right hand side of the guest with your right hand
and away from the guests face (menu should not hit any part of the guest at
all).

4) Announce while presenting menu
Announce while presenting the menu to the guest like:
Sir/madam your menu please.
(Guest should be briefed about the daily changes in the menu and home specialties).

TASK - Lift and Carry Trays, Bus Tubs, or Dish Racks
Items Required: To complete all steps, you will need trays, bus tubs, and dish racks.

STEPS

HOW TO Dos

TIPS

1. Make sure trays, bus
tubs, and dish racks are
loaded properly.
Spread the weight of items
evenly across the tray, tub,
or rack to balance it.
Place heavy items in the
center and lighter items
around the edges.
Do not overload. Make two
trips if necessary.

2. Lift and carry loaded
trays.
Bend at the knees so your

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Students Manual
shoulder is below the tray.
Pull the tray with one hand
onto the palm of the other
hand.
Balance the tray at shoulder
level on your palm or
fingertips.
Keep your back straight as
you stand up.
Steady the tray with your free
hand.
3. Lift and carry loaded
bus tubs or dish racks.
If appropriate, grasp the tub
or rack so that the long end
is next to your body.
Lift with your arms, not with
your back.
Hold tubs or racks close to
your body as you move
throughout the restaurant.

4. Be safety-conscious at
all times.
Avoid tipping or spilling the
tray, tub, or rack.
Watch for opening doors and
wet spots on floors.
Coloring books, toys,
and crackers keep
children busy while
waiting for their meals.
5. Serve children their
meals first.
Ask parents if they would like
you to bring the children's
meals as soon as possible.

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Students Manual
When serving children at the
same time as other guests,
give children their meals first.
Ask parents if they would like
you to set their child's plate
near them or the child.
Do not try to pass people in
the aisle. If possible, step
aside and let others pass.
Say "behind" when carrying
a tray, tub, or rack behind
others to warn them that you
are there.

Follow safe work habits

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Students Manual

How to pick up and serve beverages

Learning Objective:
Student will able to pick up the beverages from the soft bar and serve to guests
Methodology:
Contents:
KOT Kitchen order ticket
Tray holding and cleanliness
Steps of picking up the beverages
Approaching the guests and serving
skills.)
TASK: Serve Beverage Orders
Items Required: To complete all steps, you will need an order pad or guest checks,
pens, beverage napkins, a linen napkin, and a beverage tray.
STEPS

HOW TO Dos

TIPS

1. Check the beverage
order.
Check each beverage:
Is it the correct
beverage?
Is it in the correct glass?
Is the garnish correct?
Has anything spilled over
the side?
Should it have a chaser?
Have special instructions
been followed?
Take care of any problems
right away.

Mixing, pouring,
garnishing, and serving
drinks the same way
every time is the mark of
a quality operation.

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Students Manual
2. Place drinks on the
beverage tray.
Line the tray with a linen
napkin to improve the look of
the tray and to absorb spills
and moisture.
Keep an extra pen and an
extra beverage napkin on the
tray.
Center glasses so the tray
will be well-balanced. If
possible, put heavy or tall
glasses in the center of the
tray.
Keep in mind the order in
which you will serve drinks
so your tray will be balanced
until the last drink is
removed.

Many restaurants use a
cork-lined tray so
glasses don't slip.
3. Carry the tray to the
table.
Follow instructions as learnt
in Task - "Lift and Carry
Trays, Bus Tubs, or Dish
Racks."
Always serve women first,
and the host of the group
last.
In a no-host situation, simply
serve women first and men
last.

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Students Manual
Place the beverage napkin
first, in the center of the base
plate or in the center of the
plate space, with the logo
facing the guest.
Avoid reaching across
guests. Move around the
table and serve each guest
from his or her right side with
your right hand.
Handle glasses away from
their rim or lip. Handle
stemmed glasses by the
stem or base.
Place the drink glass on the
center of the beverage
napkin.
Follow your order pad or
guest check to serve the
correct drink to each guest.
As you serve each drink,
repeat the name of the drink
and any special requests to
be sure that it is correct. Do
not ask who ordered the
drink.

If tables have linen
tablecloths, you may not
need to use beverage
napkins.

Your hands will warm
the drink if you touch the
outside of the glass.
However, you should
never put your fingers
inside a glass.

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Students Manual
4. Suggest another drink
when the guest's glass is
one-half to three-quarters
empty.
Pay attention to your guests
how much they have
finished.
Only serve drinks to guests
who want them. Do not
simply bring for everyone if
some guests do not want
another drink.

5. Pick up napkins and
empty glasses and
replace them when
serving additional drinks.
If a guest has not finished
the first drink, ask if he or
she wishes to have the glass
removed.
Never put your fingers inside
glasses when you are
removing them from the
table.
Carry used glasses on a
beverage tray to the dish
room.

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Students Manual

Serving hot beverages

Learning Objective:
Student will able to serve tea and coffee
Methodology:
Contents:
Art of making tea and coffee
Preparatory work for tea/ coffee service
Approaching the guest table and serving
skills.)
TASK 1: Prepare and Serve Coffee
Items Required: To complete all steps, you will need fresh coffee, cleaning cloths,
sanitizing solution, an ice scoop, ice, a coffee pot, salt, lemon juice, silver polish, a
drip coffee maker, a pitcher, cream, an opening duty checklist, sugar, artificial
sweetener, stirrers, napkins, racks of coffee mugs or cups and saucers, and a
beverage tray.
STEPS

HOW TO Dos

TIPS

1. Clean the coffee
station.
Wipe all equipment with a
clean, damp cloth and an
approved sanitizing solution.
Wipe the outside of all cream
dispensers, if applicable.

A bus person will
usually perform this
task, but you may need
to help during busy
times.
2. Check coffee pots for
cleanliness and clean
them if necessary.
To remove coffee residue,
place a scoop of ice in the
pot along with a half-cup of

If a coffee pot was left
on the burner too long,
it may have residue in

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Students Manual
table salt and a squeeze of
lemon juice.
Swirl the ice in the pot for
several minutes.
Empty the pot and take it to
the dish room for washing.
Polish tarnished silverplate
pots with silver polish.
Always wash the pots after
polishing to remove polish
residue.
the bottom.

When putting ice in a
glass pot, be sure the
pot is not hot or it
might explode.

At the end of the night,
pots should be taken to
the dish room and
washed in the dish
machine. This is a
closing duty task.

3. Make coffee by the pot
in a drip coffee maker.
Remove the grounds holder
from the coffee maker. If
necessary, throw away the
grounds and rinse the holder.
Remove the sanitary
wrapping from a pre-
measured filter pack of fresh
coffee. Shake the filter pack
to evenly spread the coffee.
Place the filter pack in the
grounds holder, seam-side
down.

Many restaurants use
filter packs, which are
pre-measured to meet
the tastes of most
guests.

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Students Manual
Replace the grounds holder
in the coffee maker.
Place a clean coffee pot
under the grounds holder.
Use the correct pot for the
type of coffee that you are
brewing (regular, flavored, or
decaffeinated).
Pour water from a measured
pitcher or a clean coffee pot
into the coffee maker. Press
the "start" button, if
necessary.

Allow all water to pass
through the ground coffee
before serving any coffee.
Turn on the reserve burner.
Move the full pot of fresh
coffee to the reserve burner.
Remove the grounds holder
and throw away the grounds.
Rinse the grounds holder
and replace it in the
machine.

Coffee strength
"layers" as water
passes through the
ground coffee. The first
third of the pot is too
weak, the second third
is too strong and the
last third is too weak.
To get the right flavor,
let the full pot drip to
blend the layers and
arrive at the desired
strength.

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Students Manual
4. Stock supplies. Make sure all creamers are
full. Check the date on the
cream to make sure it's
fresh. Throw away any old
cream. Refill the creamers if
necessary.
If individual creamers are
used, make sure the caddies
that hold them are clean. Fill
caddies with ice and
individual creamers.
Throw away creamers that
become waterlogged.
Follow your opening duty
checklist or your supervisor's
instructions on how many
creamer caddies to fill.
Place cream in the
refrigerator.
Check sugar bowls. Make
sure they are clean and filled
with packs of sugar and
artificial sweetener.
Stock stirrers and napkins
according to your opening
duty checklist.
Make sure the coffee station

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Students Manual
has enough mugs or cups
and saucers. Get racks of
clean mugs or cups and
saucers from the dish room
as needed. Make sure the
mugs or cups and saucers
are clean and free from chips
and cracks.

5. Set up coffee orders. Do not leave an empty or
nearly empty pot on the
burner.

If a coffee pot is one-quarter
full or less, start a fresh pot.
Do not combine the contents
of two partially full coffee
pots. This spoils the taste of
the coffee.

Never serve coffee that is
more than 30 minutes old.
Smell the coffee to be sure it
is fresh.
The liquid will
evaporate quickly,
scorching the residue.
This makes pots
difficult to clean. And if
an empty pot is left for
too long on a hot
burner, the pot may
explode.

Coffee drinkers
instantly know the
difference between
fresh and stale coffee.

Old, stale coffee gives
off an offensive odor
that will spread
throughout the
restaurant.

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Students Manual
If you aren't sure how old the
coffee is, throw it out and
brew a fresh pot. Follow the
"how-to's" in Step 3.
On a beverage tray, place
cream, sugar, artificial
sweetener, and the correct
number of cups and saucers
or coffee mugs and beverage
napkins.

Don't place pots of hot
coffee on a tray. They
could slide off and burn
you, other employees,
or guests.
6. Serve coffee. Carry the tray to the table.
See Task: "Lift and Carry
Trays, Bus Tubs, or Dish
Racks."
Place a mug and beverage
napkin or cup and saucer to
the right of the guest's water
glass, with the handle turned
at a 45-degree angle to the
guest's right.
Place cream, sugar, and
artificial sweetener on the
table.
Bring a pot of fresh coffee to
the table.
When possible, pour from
the guest's right side, with
the pot in your right hand.

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Students Manual
Do not pick up the mug or
cup while pouring.
If guests pick up their mugs
or cups, politely ask the
guests to set them back
down for safety's sake.
Hold a splash guard a
square folded napkin in
front of the mug or cup as
you pour to prevent
splashing the guest.
7. Refill coffee cups or
mugs as soon as they are
less than half-full.
Do not ask if guests want a
refill.
Pour refills until guests signal
that they have had enough

Coffee cools quickly.
Guests will expect you
to keep their coffee hot
and fresh.

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Students Manual
Prepare and Serve Hot Tea

Items Required: To complete all steps, you will need a ceramic teapot, a coffee
maker, spoons, underliners, tea bags, side dishes or bread-and-butter plates, lemon
wedges, sugar, cream, beverage napkins, mugs or cups and saucers, and. a
beverage tray.
STEPS

HOW TO Dos

TIPS

1. Preheat ceramic
teapots (if applicable).
Fill a clean ceramic pot with
hot water from the coffee
maker.
Let the pot stand while you
set up a beverage tray.

If your restaurant uses
ceramic teapots, you will
need to preheat them.
2. Place serving items on
a tray.
Place cream and sugar on a
beverage tray. Place a clean
spoon on a beverage napkin
and place it on the tray.
If mugs or cups have not
been preset on the table,
place a mug and beverage
napkin or a cup and saucer
on the beverage tray.
Ask guests whether they
prefer regular, herbal, or
decaffeinated tea. If you are
presetting a table, provide
some of each.
Place a tea bag and lemon

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Students Manual
wedge on a small side dish
or on a bread-and-butter
plate. Place the plate or dish
on the beverage tray.

If your restaurant does not
use tea bags, place two
different types of tea on the
side dish.
Most guests prefer to
place their tea bags into
the hot water. While tea
usually takes eight to ten
minutes to brew, some
guests may prefer more
or less time.

3. Fill teapots with hot
water.

Run hot water from the
coffee maker into a clean,
two-cup pot.
Or, if necessary, empty the
water from a preheated
ceramic pot and refill the pot
with hot water from the
coffee maker.

Hot tea is usually
brewed by the two-cup
pot or by the individual
cup.

4. Place pots on
underliners and place
them on the tray.

5. Serve hot tea.

Carry the tray to the table.
Place the beverage napkin
and mug or cup and saucer
on the table, with the handle
pointing to the guest's right.
Place the teapot and
underliner to the right of the
cup or mug. If the guest has

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Students Manual
used his or her spoon,
provide a clean one.
Place cream, sugar, and the
dish with a tea bag and
lemon wedge on the table.

6. Refill teapots.
Check with guests to see if
they need more hot water.
Refill their teapot with hot
water.

Tea drinkers like refills
but are often overlooked.
Offering to bring more
hot water shows your
commitment to superior
service.

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Beverage Knowledge

Learning Objective:
Student will able to develop knowledge of various beverages serve to guests
Methodology:
Handouts; demonstration of mixing techniques and lecture
Contents:
Types of beverages
Introduction to mix drinks
Garnishing techniques
Equipments and supplies used in beverage service
Hot beverages
Tea
Black tea, Green Tea, Herbal and floral teas
Coffee
Filtered coffee, Cappuccino, Espresso, Instant coffee
Cold Beverages
Aerated waters soda water, tonic water (quinine is added to make it bitter)
Fizzy drinks aerated flavored drinks like Coca Cola, Lemonades or Fanta
Squashes - Fruit or flavored concentrates are diluted with water
Juices bottled or canned juices of fruits with preservatives
Mix drinks Ice-creams, fruits and ice are blended together in milk or any other liquid
to form a drink like Pina Colada
Garnishing the drinks
Fruit cuts or slices are used to decorate the drinks to make it presentable and
colorful. Cuts or slices are placed on the rim of glass.

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Carrying and placing plates and platters; pre-platted service and clearance
Learning Objective:
Student will able to carry plates and platters while service
Methodology:
Contents:
Carrying stack of plates
Carrying plates with food
Pre-platted service
Plate clearance skills
skills.)
TASK: Serve the Meal
Items Required: To complete all steps, you will need an order pad or guest checks, a
service tray, a tray jack, condiments, and ashtrays.
STEPS

HOW TO Dos

TIPS

1. Prepare the table for
each course before
serving it.
Clear any empty plates or
glasses from the guest's right
with your right hand. Always
ask guests if they are
finished.
Wait to clear glasses or
plates until more than one
guest at a table is finished,
so guests who are still eating
or drinking do not feel
rushed.
Never stack dirty plates in

If the chef does not
announce the specials, it
is your responsibility to
ask and be fully
informed.

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front of guests. Pick them up
separately and stack them
away from guests
Bring all condiments and
accompaniments to the table
before serving the order.
Only bring full not partially
full condiment bottles to
guests.
If you will be serving an item
that guests will share, bring a
plate for each guest.
2. Pick up the food order. Check the order before you
take it out of the kitchen:
Does the food look fresh
and appealing?
Have all preparation
instructions been followed?
Is the presentation
garnished?
Have all special requests
been met?
Is the plate clean?
Is hot food hot and cold
food cold?
Ask the cook to make any
corrections necessary to
meet the property's high
standards.

Planning and
organization will make it
possible for you to serve
all of your guests
quickly.

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Notify your supervisor
immediately of any problem
in the food preparation so
that he or she can speak to
the guests and correct the
situation.
If you are having trouble
meeting guest needs, ask
your supervisor or another
server for help until you can
catch up.

Don't let the guests suffer
because you're busy.
Thank the kitchen staff for
their cooperation.

3. Deliver food.

Place the order on the
service tray.
Carry the tray to a tray jack
near the table.
Use your order pad or guest
check to help remember who
ordered what. You shouldn't
have to ask the guests.
Serve the children first,

Tray service saves steps
and lets you take care of
many guests at once.

Good service is so
smooth that the guests
are hardly aware of you.

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women next, then men, and
the host last.
Serve food from the guest's
left side with your left hand
whenever possible. Don't
reach in front of guests.
Place the plate with the first
course on top of the base
plate, if a base plate is
included in the table setting.
Place the entree plate so that
the main item is closest to
the guest.
Place side dishes to the left
of the entree plate.
If a guest asks for something
extra, deliver it as quickly as
possible so that the meal
does not get cold.
Ask if guests would like you
to bring or do anything else
for them at this time.
Remove empty beverage
glasses exchange ashtrays
as needed.
When you are able to
serve each course
without asking
questions, guests are
not interrupted.

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Platter to plate service-Silver service

Learning Objective:
Student will able to perform platter-to-plate service using clippers (Silver service)
Methodology:
Handouts; video; practice sessions and lecture
Contents:
French and English service
Technique of handling clippers
Approaching tables with platters and clippers
Techniques of serving guests
skills.)
English Service
(Food to be served from platter on the plate directly in front of the guest)
1. Place each of the hot plates in front of each guest before you bring the platter.
(Do not forget the serviette).
2. Plates are placed in front of each guest from his/her right and cleared from the
guests right hand side.
3. Carrying the platter on the left hand, service gear with the right approach the
guest from his/her left.
4. Serve according to the normal service rules (first, the meat/ fish, then the
carbohydrates and the vegetables last.
5. Pay attention to guest requirements (ask guest)
6. Do not over heap the guests plate. The rim of the plate must be kept clean.
After serving the guests, go back once more after the guests have almost finished and
offer the second service.

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French Service
The main difference between the French and the English style of service is that in the
French style the guest serves him/herself.
The service gear are placed together facing the guest and he/she helps him/herself.

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Cleanliness between the courses and other tasks

Learning Objective:
Student will able to maintain cleanliness on the guest table and other side jobs
Methodology:
Contents:
Importance of cleanliness during food courses
De-crumbing technique
Change of ashtrays
Replenishment of silver, china and other missing items
Removal of unwanted or used items
skills.)
Task: Maintain Tables
STEPS

HOW TO Dos

TIPS

1. Be aware of guest
needs.
Serve anything the guest
needs. Do all that you can to
meet guest needs.
Use good manners with
guests.
Be attentive to children,
especially those in high
chairs. Pick up items from
the floor, and provide extra
napkins as needed.
If a guest requests a service

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beyond your ability or
authority, tell the guest you'll
have it taken care of right
away. Then tell your
manager at once.
2. Check food and
beverage levels.
Refill water glasses, coffee
cups, hot tea pots, and iced-
tea glasses whenever they
are less than half-full.
Do not interrupt guests to
ask if they want more water,
coffee, or tea. But if a guest
stops you and says he or she
doesn't want a refill, move on
to the next guest.
Refill bread as needed.

3. Change ashtrays often
using the "capping"
method.
Turn a clean ashtray upside-
down and place it over the
dirty ashtray on the table.
Pick up both ashtrays and
place the dirty one on your
tray.
Place the clean ashtray back
on the table.

4. Pre-bus the table.
As guests finish their meals
and beverages, ask them if
you may clear dishes,
glasses, silverware, and
An important part of
maintaining table
appearance is to remove
items the guest no

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other items.

Clear items from the guest's
right side with your right
hand.

Always ask if guests are
finished before you clear
something.

Remove used napkins and
other trash from the table.

Place used items on your
tray.
Wipe crumbs from the table
into a cleaning cloth. Place
the crumbs onto your tray.
Cover the soiled items with a
napkin.
Take trays of soiled items to
the dish room.
longer needs throughout
the meal. This is called
pre-bussing.

Some restaurants clear
items as soon as a guest
finishes a course. Others
wait until all guests in
the party have
completed the course.

By the end of the meal,
before dessert service,
only beverages and
items that go with them,
such as cream, sugar,
lemon, etc., should
remain on the table.

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Dessert knowledge and service skills

Learning Objective:
Student will able to gain the food knowledge of desserts and service techniques
Methodology:

Contents:
Types of desserts
Setup used for dessert service
skills.)
TASK: Taking order of desserts
To complete all steps, you will need a dessert cart or display tray, an order pad or
guest checks, and a pen.
STEPS

HOW TO Dos

TIPS

1. Clear the entire table.
After guests are finished,
remove all unneeded
glasses, silverware, plates,
and other items.
Be as neat and quiet as
possible when clearing the
table.
Remember not to stack dirty
plates at the table.

2. Suggest specific
dessert items.
Without asking, bring the
dessert cart or display tray to
the table and describe each
After-meal items are
great sales builders.
Many people will be
tempted by a dessert if

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dessert using mouth-
watering terms.
Describe in detail one or two
of the restaurant's more
popular desserts. Suggest
your favorites.
If guests say they are "too
full" to have dessert, suggest
a light item, such as ice
cream, or suggest that
guests share a dessert.
you describe it well and
as soon as possible after
the meal.
3. Suggest coffee, hot tea,
or specialty drinks such
as espresso.
Offer coffee, tea, or specialty
drinks as soon as you take
dessert orders.
Ask guests if they would like
cream, sugar, or lemon with
their coffee or tea.

Most guests who have
dessert will also have
coffee or hot tea.

4. Follow an order-taking
system.
Take orders from women
first, then men.

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Introduction to Starters/Appetizers

Learning Objective:
Student will able to know the basics of starters and appetizers and its service
Methodology:
Contents:
Starters and appetizers defined
Sequence of service
Accompaniments and setup requirements
Starters or appetizers are food items served to guests to increase their appetite
while waiting for the main course. The food served as appetizers should be:
Small enough to eat in one or two bites eaten with fingers or fork and
knife
Attractive to enhance the appetite and visual appeal
Designed to complement the meal to follow
Traditionally appetizers are selection of salads, fish, meat or vegetables and
served:
Pre-plated selection
Selection of appetizers in separate dishes
On a tray
From a trolley
Food items served as appetizers include:
Salads
Plain or compound salads Fish and meat salads; vegetables salad; Russian
or Italian salad;
Fish
Fresh or marinated anchovies or lobster

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Smoked salmon or trout
Prawns or shrimps cocktail
Caviars on toast
Canaps
Fried or toasted bread garnished with smoked fished, prawns, cheese,
vegetables or meats
Eggs
Boiled or poached eggs stuffed wit fillings
Vegetables
Fruit cuts and juices

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Introduction to accompaniments and condiments

Learning Objective:
Student will able to understand the purpose and role of accompaniments and
condiments
Methodology:
Contents:
Defining condiments and accompaniments
Serving to the guests in fine dine
Condiments are the food items served with food to add or adjust the flavor of
the food, sauces served with steaks or the spices served with pizza are the
examples of condiments.
Accompaniments are the additional items usually served with food like the
bread and butter served with salad or soup.
Servers are required to know the accompaniments and condiments to be
served with menu items. Place the condiments and accompaniments before the
service of food and are to be remained on the table throughout the course of
meal.
In casual restaurants the condiments are a part of table setup while in fine dine
restaurants these are served in sauce pots or boats and served individually to
the guests.

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Introduction to Pakistani cuisine

Learning Objective:
Student will able to explain the basics of Pakistani cuisine
Methodology:
Contents:
The basics of Pakistani cuisine
Preparation techniques and methods
Brief description of famous dishes
Service techniques
Pakistani Cuisine
Cooking techniques
Baghar (tarka)
Seasoning technique is used for dals, vegetables, meat and fish. Spices or
seasonings are heated in ghee or oil to intensify the flavor.
Bhuna
It is a form of stir-frying that involves cooking ingredients over high heat with
small amount of water.
Dum
Steam cooking that evolved during the Mughal period. Food is prepared in
heavy pan with tight-fitting lid.
Korma
Braising technique that traditionally features meat as the main ingredients.
Tandoori
Cooking method used for baking, grilling and roasting.
Talana
Deep frying cooking done in karahi.

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Introduction to Chinese cuisine

Learning Objective:
Student will able to know basics of Chinese cuisine
Methodology:
Contents:
The basics of Chinese cuisine
Service techniques
Introduction to chopsticks

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French, Italian and Mexican cuisines

Learning Objective:
Student will able to express basics of continental cuisines
Methodology:
Contents:
The basics of French, Italian and Mexican cuisines
Service techniques

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Order taking skills

Learning Objective:
Student will able to take orders effectively
Methodology:
Contents:
Importance of food knowledge
Suggestive and up selling techniques
Knowing guests preferences and needs
Sequence of order taking
skills.)
TASK: Take and Process Food Orders
Items Required: To complete all steps, you will need an order pad or guest checks
and a pen.
STEPS

HOW TO Dos

TIPS

1. Tell guests about
specials.
Know the daily specials. If
appropriate at your
restaurant, try to taste each
one.
Always describe specials
and chef's choice items, such
as the soup of the day,
before guests ask.
Describe the ingredients and
the preparation of specials in
an appealing way. Always
give the price of specials.

If the chef does not
announce the specials, it
is your responsibility to
ask and be fully
informed.

Guests will become
annoyed if they ask what
the soup or vegetable of
the day is and have to
wait for the server to go

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to the kitchen to find out.
2. Ask for the food order.
Offer to help guests with
menu selections. Answer any
questions about the menu.
Ask if they are ready to
order.

3. Follow an order-taking
system.

4. Stand in the correct
position to take orders.
Know the numbering system
for the chairs at each table.
Chair #1 at each table is
typically the chair closest to
the door or some other
landmark in your restaurant.
When writing orders on your
order pad or guest check,
write the order for the guest
in chair #1 on the first line of
the order form.
Take the orders of children
first, then women, and then
men. Write their orders in the
corresponding place on the
order pad. For instance, if
the guest in chair #2 is the
only woman at the table, take
her order first and write it on
line #2 on the order pad.

By taking orders in a
standard clockwise
fashion, someone else
can serve your guests
without having to ask
who ordered what.

Remember that the chair
numbers identify each
seat at the table. They
don't stand for the order
in which you'll write
things down.

If everyone follows this
system, you'll never

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Continue to take food orders
in a clockwise pattern around
the table.

The place where you stand
to take orders is:
In different positions
around the table so you
can speak one-on-one to
each guest
In one position to get the
attention of the entire
table so that everyone
can hear your suggestive
selling
It depends on the table
and the guests
Always stand up straight as
you take orders. Do not rest
the order pad on the table.
Look at each guest when he
or she is ordering. Watch for
hesitation in making a
decision. This provides you
an opening to offer a
suggestion.

need to use tricks to
identify guests (such as
noting what they are
wearing)

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5. Ask the appropriate
questions.
Pay attention to details and
know your menu thoroughly.
Know what questions to ask
for each item to determine
the guests' choices. For
instance, know if a guest
must choose soup or salad.
Know when you need to ask
for more information, such as
how the guest would like an
item cooked.
Repeat each completed
order to the guest, especially
if there are special details or
requests regarding
preparation or service.

If you don't ask the right
questions when taking
the order, you will have
to interrupt your guests
to find out necessary
preparation and service
information. This is
embarrassing to you and
annoying to your guests.

Try not to sound
mechanical when
describing choices.
Make every item sound
good.

6. Suggest additional
courses.

Suggest additional courses
such as appetizers, soups,
and salads when you take
the food order
Think about what the guest
has selected and suggest
items that will go well with
the entre.

By suggesting additional
items, you can enhance
the dining experience,
increase revenue for the
restaurant, and increase
your tips.

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7. Try to meet special
requests.
Some guests may request an
item to be prepared in a way
not listed on the menu.
Write all special requests on
your order pad and tell
kitchen employees about the
requests when you place the
order.
You may need to check with
the chef or your supervisor
before making a promise to a
guest.

8. Ask if guests would like
another beverage.
Suggest another drink if a
beverage is one-half to
three-fourths empty
Clear empty glasses before
serving new beverages.

9. Change ashtrays as
needed, and tidy the table
to keep it as fresh as
possible.
Turn a clean ashtray upside-
down and place it over the
dirty ashtray on the table.
Pick up both ashtrays and
place the dirty one on your
tray.
Place the clean ashtray back
on the table.

Ashtrays should be
changed each time they
contain one or two
cigarette butts.

This method will prevent
ashes from falling on

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guests or the table as
you remove the ashtray.

Keeping the table clear
and attractive makes the
guest more comfortable.
10. Enter the food order
into your restaurant's
point-of-sale unit or on
the guests check.

Food checks must be
entered into the point-of-
sale unit before the
kitchen will prepare any
food.
11. Time the preparation
of the food.
Turn in the order for each
course when guests are
about three-fourths finished
with the previous one. If the
kitchen is busy, turn in the
orders sooner.
Serve courses in the
following order, unless
guests request a different
order:
Appetizers
Soup
Salads
Entrees
Dessert
Coffee/Tea
Check with the cook or your
supervisor if you are
The timing of food
preparation is important
to a smooth dining
experience. Each guest
in a party should be
served at the same time.

At some restaurants,
servers give their orders
to an expediter who calls
the orders to the
appropriate kitchen
stations. Both servers
and expediters must
know cooking times and
coordinate orders to
deliver courses to guests
on time.

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concerned that an order is
not being prepared in a
reasonable amount of time.
Don't make guests wait
without an explanation from
you or your supervisor.
If you are too busy to pick up
an order as soon as it is
ready, ask another
restaurant server for help.

If there is a problem with
a guest's order, do not
avoid the table. Guests
appreciate knowing
what's going on.
12. Place food orders with
the kitchen.
(Instructor elaborates the
methods of placing orders)
Special orders may
require speaking with
the chef. Always he
polite and limit
conversations to a
minimum when possible.

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Suggestive selling

Learning Objective:
Student will able to apply suggestive selling techniques while order taking
Methodology:

Contents:
Order taking and salesmanship
How to suggest and induce guests to order
Increasing average checks and sales
skills.)
Suggestive Selling
Encouraging guests to buy additional food and beverages is known as
suggestive selling. An example is suggesting appetizer before the main meals
or with beverages.
Upselling
Suggesting more expensive and better quality food and beverage items is
known as upselling. You can upsell by suggesting fresh juice or shake when
guest is ordering for cold drinks.
Good judgment and tact are required to suggest and upsell. You should not
hesitate to suggest additional items that will improve guests meal. You must
learn to pick up on when guests want suggestions.
Do not consider suggestive selling a pushy action. These techniques are part of
providing quality service.
The key to effective selling is a good knowledge of menu. You should know all
of the products on the menu. When complete familiarity of menu items and the
method of preparation is known, suggestion can be done confidently and
professionally.

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Tips for effective suggestive selling and upselling:
Develop selling attitude
Enthusiasm and excitement to sell
Use phrases and words that make food appetizing.
Ask questions to know the needs and wants of guests.
Name items; do not simply ask about soup but its name.
Use the word prefer. Would you prefer a scoop of vanilla ice cream or a
portion of fresh fruit salad
Suggest the items that are not usually ordered. Most of the guests are
not sure or not knowledgeable about the food items, they require your
assistance in deciding the menu.
Suggest foods and beverages that naturally go together soups and
appetizers; tea/ coffee and dessert; steaks with potatoes etc
Appreciate what guest likes or orders.
Get the feedback from the guest about your suggested item.

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Buffet service- setting up buffet

Learning Objective:
Student will able to set up a buffet and serve the guest
Methodology:
Contents:
Basics of buffet service
Mis en place for Buffet lay out
Laying out buffet
Service sequence and skills

skills.)

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Banquet service skills

Learning Objective:
Student will able to serve the guests in banquets
Methodology:
Contents:
Techniques of service in banquet events


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Room service setting up a tray

Learning Objective:
Student will able to set up a tray for different orders
Methodology:
Contents:
Setting up a tray for breakfast
Setting up a tray for Lunch
Setting up a tray for dinner
Setting up a tray for hot beverages
Carrying a tray

skills.)
The Continental Breakfast
It includes a fresh fruit juice, a hot beverage as per guests preference and the bread
basket containing the choice of bread rolls, croissant, muffin, and Danish, the jam and
butter is also offered within the same price
The A la Carte Breakfast
This is traditionally known as the English Breakfast with a hot meal ordered
separately, omelets, scrambled egg, sausages, black pudding, beans, grilled tomato
or mushrooms, pan cakes with maple syrup, waffles etc.
The latter is charged separately according to what is ordered extra to the basis
breakfast price.
Things to consider for room service order:
The order can be made the previous evening on the form which is hung on the
outside of the guest room or per telephone from the guests room (be sure to let the
guest know approximately how long his / her order will take. Allow sufficient time for

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carrying the tray / taking the trolley to guests room, and the preparation time meal
order).
Be sure to note the guests room number in order to charge it to his / her room
(charge the room through P.O.S at the earliest possible moment in order for the bill to
process before the guests departure.

Task: Setting up a tray for room service
1. `Prepare a room service tray with a tray cloth.
2. Lay the tray (20 cm plate, small fork, small knife, saucer, teaspoon, and
serviette).
3. Flower vase, sugar-set (containing sugar, sweetener and dry milk), jams and
honey on a medium plate with a doily, cruets, butter dish with un-salted butter.
(jam: one light colored, one dark, one with seeds, one without and honey)
4. Bread rolls (2 per person), whole wheat bread, croissant, Danish pastries and a
muffin, all placed in the breadbasket.
5. Place food and beverage items as per order, for example eggs, fruit juice,
coffee or tea, cold platter from kitchen.

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Room service setting up a trolley

Learning Objective:
Student will able to set up a trolley
Methodology:
Contents:
Maintaining room service trolley and hot case
Using trolley for breakfast, lunch and dinner
How to move the trolley in the kitchen and on the floors

skills.)

Task: Setting up a trolley for room service
1. Prepare a room service trolley with a 130 x 110 table cloth.
2. Lay the trolley (20 cm plate, small fork, small knife, saucer, teaspoon, and
serviette).
3. Flower vase, sugar-set (containing sugar, sweetener and dry milk), jams and
honey on a medium plate with a doiley, cruets, butter dish with un-salted butter.
(jam: one light colored, one dark, one with seeds, one without and honey)
4. Bread rolls (2 per person), whole wheat bread, croissant, Danish pastries and a
muffin, all placed in the breadbasket.
5. Check the hot case for burner and cleanliness. Get it warm before placing the
food to maintain the food temperature.

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Service in guest rooms

Learning Objective:
Student will able to serve the guest in the room
Methodology:
Contents:
How to pick up the food from the kitchen
Entering the room and serving the guest
Presentation and settlement of guest check/bill
skills.)
Task: Carrying a trolley for service
1. Room service staff obtains their KOT (kitchen order ticket) from the order taker
or captain and gives it to the kitchen.
2. While the kitchen prepares the order, trolley is prepared.
3. After checking with the kitchen about the prepared food, take the trolley to the
pass along with KOT, check the order with the kitchen KOT and special
instructions by the guest should be checked
4. Place the cold food first and hot food in the end.
5. Place the hot food in the hot case and place the hot case on the bottom shelf of
the trolley.
6. Never push the trolley but always pull it
7. Walk cautiously and quietly while walking in the guest room corridors, giving
way to the guests.
8. After reaching the room, confirm the room number with the guest check
9. Observe the DND (do not disturb) sign. If the status is DND, using service area
telephone, confirm it with room service order taker.

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10. If the room is ready for service, knock or bell at the guests door and announce
room service.
11. Wait for 20 seconds for guests reply, incase of no reply, again knock or bell.
Do not ring or knock more than three times.
12. Stand straight, upright with the smile on the face, in front of the peep-hole, with
trolley placed by the wall, not interfering the passage
13. When guest opens the door, always greet the guest by saying, good morning /
afternoon / evening , your service order sir / madam
14. Ask the guest where he would like the table to be placed. If guest does not
mention or reply, you should yourself select suitable place.
15. Raise the trolley wings and arrange the table ware and food in its proper place.
16. Present check in a check folder and obtain guests name and signature on
check.
17. Ask guest when he may call for clearance and note time on check.
18. Thank guest and leave.
19. Return to room at appointed time and remove trolley or tray.
20. Be pleasant with the guests without being informal.

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Sanitation and hygiene concerns

Learning Objective:
Student will able to identify the importance of hygiene and sanitation in food service
operations
Methodology:
Contents:
Hygiene and sanitation defined
Ways and measures to maintain hygiene

Defining hygiene
Hygiene is defined as maintenance of germ-free environment and prevention of
contamination of food from disease producing agents. Following work habits and
practices make the employee capable of maintaining personal hygiene and sanitation
and as well as of work place.
Importance:
The guests and coworkers depend on you to serve safe food.
Cleanliness comes from:
Bathing or showering every day before work
Using deodorant/antiperspirant every day before work
Bushing your teeth every day before work
Shampooing your hair often

It also comes from washing your hands thoroughly:
Before going on duty
After sneezing or coughing, touching something soiled, taking a break,
smoking a cigarette, or going to the bathroom

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Topic 46: Complaint Handling

Learning Objective:
Student will able to know the basics of complaint handling
Methodology:
Contents:
Learning the LEARN process of complaint handling

skills.)
Task: Handling Guest Complaints
STEPS

HOW TO Dos

TIPS

1. Listen to the guest.
Listen to the details of the
complaint. Give the guest
time to explain how he or she
feels and what he or she
wants.
While listening, stay calm,
and do not react angrily or
argue with the guest.
Repeat business
happens when satisfied
guests tell their friends
about their positive
dining experiences.

2. Apologize to the guest
Acknowledge the guest's
feelings and apologize for
the problem, no matter
whose fault it is.
Repeat the complaint to
make sure you understood
everything and so the guest

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knows you listened.

3. Take appropriate
action.
Explain to the guest how you
are going to resolve the
situation.
Excuse yourself and tell the
guest when you will return.
Call a manager immediately
to talk to the guest. Let the
manager know what you
have done to solve the
problem.

4. Thank the guest.
While you are waiting for a
manager to talk to the guest,
thank the guest for bringing
the problem to your attention.

Never argue, criticize, ignore,
or challenge a guest's
complaint.
The guest does the
restaurant a favor by
complaining it gives
you a chance to fix the
problem. A guest with a
problem who doesn't
complain to you is
probably complaining to
other potential guests.

Complaints always provide us with an opportunity to win guests loyalty, so one should
always take it as a positive note. Guests feed back always let us have an impression
about his experience in our restaurant. There is always a room of improvement and a
well traveled guest who really knows about the different service styles and enough
food knowledge will always prove to be a source of information about recent trends in
this ever changing industry.

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Although we must act proactively to avoid any mishap or incident which cause
discomfort to the guest, but if by any chance a complaint occurs, we must admit and
own it and immediately rectify and ensure that the guest is satisfied with the services
before they leave the restaurant, because the delay of any kind will make the situation
worst.

It is not necessary that the guest is always right about what he is complaining but
never forget that guest is always a guest and the guests are too good to loose. It is a
famous saying in our business that it is the guest because of whom we get paid at the
end of the month.

As this profession is all about always YES and YOU ARE ABSOLUTELY RIGHT, in
this way there is nothing in our hand except to make guest happy by any possible
means and a successful server always consider a complaint as a test of his patience,
tolerance, open mindedness, confidence on himself, decision making and
presentation skills, because he is carrying companys image.

Either its a guest complaint or satisfaction note, it always works as a chain reaction
and is a source of marketing itself, for example, if one guest had a very pleasant and
satisfied meal experience in our restaurant he along with his invitees feel good about
it and he as well as his guests will also consider this place for their future events with
pleasure. They will definitely recommend this place to their friends and colleagues
also.

There could not be anything worse than an annoyed guest, so we should always take
very special care while handling a guest complaint keeping in view the principle given
below:

L E A R N
(Listen) (Empathize) (Apologize) (Rectify) (Notify)

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Students Manual

Telephone handling and reservations

Learning Objective:
Student will able to attend telephonic calls and reservations
Methodology:
Contents:
Telephone handling skills
Taking reservations

skills.)
Handle Telephone Calls
1 Attend Telephone Calls
Pick up the phone with in three bells, the interval between one bell to another is
3 seconds (pick up the phone within 9 seconds).

2) Greet the guest
Greet the guest by saying Good morning / after noon / Evening, Location and
your name and in the end how may I help you? (Do not forget to tell the
location and your name this will help guest to know that he is talking to the right
person at the right place).

3) Listen to the guest
Listen carefully so that the guest should not have to repeat (you must be a
good listener to avoid any confusion).

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Students Manual

4) Be well informed
You must know all the product knowledge like menus, restaurant timings, buffet
prices, reservation status and all the upcoming events (you must be well
informative to answer guest queries).

5) Be courteous
You must be polite and courteous and always smiling tone, (it is the key to
success and leaves good impression on the guest). Your tone should always
be the same on telephone.
TASK: Taking telephonic reservation
STEPS

HOW TO Dos

TIPS

1. Take reservations by-
telephone or in person.

Answer the phone by the
third ring. Smile and identify
yourself and the restaurant
Use proper salutation and
standard phrase as per
directions of supervisor.

Reservations make
service easier, because
they let the service staffs
know when guests will
arrive.
Reservations may be
made by telephone, in
person, or by written
request.
Reservations must be
carefully controlled so
that the restaurant is not
overloaded with arrivals.

2. Get reservation
information and enter it
into the reservations
Ask the person making the

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Students Manual
book. reservation for:
Date and time of the
reservation
Name under which the
reservation is being
made
Number in the party,
including number of
children
Special requests, such
as a booth, a window
seat, a high chair, etc.
Smoking or nonsmoking
section
Guest's telephone or
room number
Special occasion the
guests might be
celebrating
For difficult or unusual
names, ask guests to spell
the names. Repeat all
information back to the
guests and thank them for
making the reservation.
Under the correct spelling of
the name, write it the way it
sounded when it was
pronounced.

Writing the name the
way it sounds will help
the host pronounce the
name correctly when the
guest arrives.

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Students Manual
Write your initials next to the
reservation.

3. Make suggestions.
If a caller asks what's on the
menu, describe several
entrees.

If a guest seems concerned
about table selection, make
suggestions based on the
preferred tables if they are
not already reserved.

Guests often haven't
made up their minds
where they want to eat.
When you get them to
make a reservation, you
increase the likelihood
that they will eat at your
restaurant.
4. Process reservations
received in writing.

Enter a reservation from a
written request in the
reservations book.
Note:
Date and time of the
reservation
Name under which the
reservation is being made
Number in the party,
including number of children

Written reservation
requests will usually be
given to the food and
beverage director or
restaurant manager.

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Students Manual
Special requests, such as a
booth, a window seat, a high
chair, etc.
Smoking or nonsmoking
section
Guest's telephone or room
number
If the guests are celebrating
a special occasion
Note that the reservation was
received in writing, so that
the guest will be sure to get
the best possible table and
service.
Write your initials next to the
reservation.

A guest who writes
ahead for a reservation
deserves extra-special
attention.

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Students Manual

Supplies and store issues procedure

Learning Objective:
Student will able to follow the procedures of issuing restaurant supplies
Methodology:
Contents:
Requisition slips
Handling supplies inventory and reordering
skills.)
Inventories of food and supplies are maintained to avoid run out or not getting
required items when required.
1. Inventory food
Count rolls, whole loaves of bread, whole fruits and vegetables, and other items used
in dining room service.
Write down the amount of each item on an inventory form.
2. Prepare a food requisition
Look at your par stock list to determine how much of each item should be on hand.
Look at your inventory form to determine how much of each item you already have.
Figure out how much to order by subtracting the amounts on the inventory form from
the total amounts on the par stock list. Write these on the food requisition.
3. Inventory linens
Count the amount of each type of linen in the service pantries, side stations, and other
areas where your supplies are stored. (Types of linen may include tablecloths, place
mats, linen napkins, cleaning towels, and aprons).
Write down the amount of each item on an inventory form.
4. Prepare a linen requisition

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Students Manual
the total amounts on the par stock list. Write these on the linen requisition.
5. Prepare a beverage requisition
the total amounts on the par stock list. Write these on the beverage requisition.
6. Pick up food, linens and beverages
Take the requisitions to the storeroom, laundry department, and bar to pick up the
items.
Check the items issued against the requisitions. Make sure the correct amounts and
specified items are issued.
If an item's quality is poor, tell your supervisor.
Check linens to be sure the counts are right and that the linens are free from spots,
stains, tears, and holes.
7. Store food, linens, and beverages
Store requisitioned items in the correct places, such as the service pantry or side
station.
If you see crumbs or dust on the shelves, remove all items. Wipe the shelves with a
clean cloth, and store the items.
Rotate items so that fresh items are stored on the back of the shelves and old items
are moved to the front. (Rotating items in this way is known as "first in, first out"
(FIFO). It reduces spoilage.)
Check expiration dates to make sure products are fresh. Tell your supervisor about
any expired products.
Arrange shelves neatly, with each item's label toward the front. Store linens with the
folded edge facing the front of the shelf.
Check off items on the requisitions as you store them. When all items have been
stored, turn in the completed requisition to your supervisor.
Tell your supervisor about any shortages or low-stock items.

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Students Manual
8. Practice safe lifting
Lift with your legs and keep your back straight.
Ask for help with heavy items to avoid injury.

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Students Manual

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