SCHOOL OF INTERNATIONAL HOSPITALITY AND TOURISM INDUSTRY

CODE DESCRIPTION
HPC 101 Fundamentals in
HDCC 05 / HDFB 01 Food Service Operation

Prepared by:
Kresdale May G. Pacalso, CGSP, MBA A Self-regulated Learning Module
Sweet Eulynette Garcia, CGSP, MBA
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 UNIT 2
FOOD SERVICE OPERATIONS

Learning Outcomes:
Upon studying this unit you should be able to:
explain the functions of the different areas in a restaurant
assess types of F&B facilities and determine requirements for service
differentiate FnB Production and Service Method; and
execute proper handling and use of equipment while practicing proper hygiene and sanitation

What do you think?

Alright, before we proceed let me ask you this. Are you familiar with the different areas in a
restaurant? Can you name at least 3 areas and what do you think are there function? Write down your
thoughts below…

Thank you for sharing! Be ready to share it in class….

♠ Keep Learning & Get Ahead ♠

Food & Beverage Services NCII
Instructions:
1. Go to the TESDA Online learning site (e-tesda.gov.ph) and register.
2. Go to courses then click on the tourism category there you will find the Food and
Beverage Services NCII (FBS NCII).
3. You will see 3 parts of the course. Make sure you enroll in all parts.
- Introduction to Food & Beverage Services (First Grading)
- Providing Table Service (Midterms)
- Providing Room Service (Finals)
4. After you have accomplished each part of the course for FBS NCII you will receive
a certificate. Each certificate will be submitted each grading period.

Points: 100 / certificate

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The Restaurant Framework

Restaurant

A food outlet that serves food and beverages. A term used to cover wide variety of operations.
Price, type of service, décor, styles cuisines varies enormously. Service ranges from full table service
to assisted service.

Restaurant Lay-out – A restaurant layout must be designed to insure convenience of service to both
service staff and customers.
1. Dining Area – Large dining areas are usually split into smaller stations where it is manned by a
station head (captain waiter) assisted by assigned waiters or service staff.
2. Bar Counter – Manned by a bartender and this is where drink orders are placed and placed
and prepared. A bar area is usually equipped with a counter where various wines and drinks
are displayed.
3. Food Display Counter – Restaurants serving buffet or fast food or counter items usually set-up
at specific place for food display.
4. Dispatching Counter – This is where food orders are picked up. Usually through a window
counter so that the service staff does not need to go to the kitchen to pick up and assemble
orders. A food dispatcher is assigned to handle the dispatching of orders.
5. Cashiers Counter – This is where bills are settled usually equipped with a point of sale system
and is manned by a cashier.
6. Dishwashing Counter – Located inside the kitchen and usually a window counter is available
for placing soiled dishes. Washed and cleaned wares are also picked up from this counter.
7. Service Station/Side Stand – This area is the place where preparations for service are
undertaken. The station is equipped with a sideboard or cabinet with drawers for placing the
par stock of supplies, cutleries, condiments and service equipment to be used for set-up and
service.
8. Food Preparation Area/Kitchen – This is where food is prepared, cooked and plated.

♣ CHECK THIS OUT ♣

Restaurant Design Post-Pandemic: https://youtu.be/L812PJXe5C0
Physical Layout of Restaurant: https://youtu.be/Qw3yOXTAnxU
10 brilliant restaurant interior design ideas: https://youtu.be/SXJqEnauNaY
Top 10 Best Restaurants In The World... (3 Michelin Stars): https://youtu.be/E4Ij0hqkbEc

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Classification of Restaurants
• Quick Service – Restaurants also known as fast-food that offer limited menus that are prepared
quickly. These restaurants would usually have a drive-through windows and take-out counters.
• Mid-scale – Restaurants that offer a full meal at a medium price that customer perceive as “good
value.” The services offered can be full service, buffet or limited service with customers ordering
at the counter and or having their food brought to them or self-service.
• Upscale – Restaurants that offers high quality cuisine at a high end price. Services rendered are
full service and have a high quality of ambiance.

Food Production Methods

For a foodservice operation, the production system must be organized to produce the right
quantity of food at the correct standard, for the required number of people, on time, using the
resources of staff, equipment and materials effectively and efficiently. (Cousins, Lilicrap, & Weekes, 2014)

Food production is an operating system and can be managed through the application of a
systems approach. A range of food production methods fit neatly into this approach because the key
elements focus on the process and the way the food is prepared, processed (cooked), stored and
served. Using this approach, food production systems may be identified using the
input/process/output model of systems. Developing this approach further, check out the nine
standard production methods below:

1. Conventional: Production method that uses mainly fresh foods and traditional cooking
methods.
2. Convenience: Production method that uses mainly convenience foods
3. Call order: Method where food is cooked to order either from customer or from waiter.
Production area is often open to customer area.
4. Continuous flow: Production method that involve production line approach where different
parts of the production process may be separated (e.g. fast food)
5. Centralized: Production not directly linked to service. Foods are ‘held’ and distributed to
separate service areas.
6. Cook-chill: Food production storage and regeneration method utilizing principle of low
temperature control to preserve quality of processed foods.
7. Cook-freeze: Production, storage and regeneration method utilizing principle of freezing to
control and preserve quality of processed foods. Requires special processes to assist freezing
8. Sous-vide: Also known as low temperature long time (LTLT) cooking. Method of production,
storage and regeneration utilizing principle of sealed vacuum to control and preserve the
quality of processed foods
9. Assembly kitchen: A system based on accepting and incorporating the latest technological
development in manufacturing and conservation of food products

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Food and Beverage Service Operation
(Cousins & Weekes, Food and Beverage Service 10th Ed, 2020)

In food and beverage service guests are central to the process and is also an active participant
within it. Understanding guests’ involvement in the process, and identifying the experience they are
likely to have and should expect, have become critical to the business success of food service
operations. The service of food and beverages may be carried out in many ways depending on the
following factors:
Type of establishment
Time available for the meal
Type of menu presented
Site of the establishment
Type of customer to be served
Turnover of custom expected
Cost of the meal served.

Food and Beverage Services come only after preparing what is to be served. Most food and beverage
service businesses operate in the following cycle: (Point, 2016)

The upper half depicts food preparation

related functions.

The lower half depicts food and beverage

service to customers.

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Types of Service

1. English Service (Host Service) – Food is brought by the server to the host for approval.
2. French Service – A very personalized service. Food is brought from the kitchen in dishes and
salvers, which are finished or cooked in full view of the guest then placed directly on the table.
3. Russian Service - Food is brought from the kitchen in dishes and salvers, which are presented
to the guest then served and portioned by the server on the left side of the guest.
4. Silver Service – Food is portioned on a silver platter and presented to the host for approval
then served to the guest. All used tableware are made of sterling silver.
5. American Service (Plated Service) – Food is predetermined by the kitchen itself then brought to
the guest.
6. Cafeteria Service – Menu is fixed and displayed on large boards and usually displayed behind
the counter and the guest may indicate their choice to the counter attendant.
7. Counter Service (Snack Bar Service) – Tall stool are placed along the counter so that guests
may eat at the counter itself.
8. Room Service – Usually food is served on trays or trolleys then brought to the guest room.
9. Buffet Service (Self Service) – Food are displayed on tables where the guest helps himself with
the food.
10. Breakfast Service – Usually served either plated or buffet
a. English Breakfast – a heavy meal traditionally around six to seven courses and would
usually consist of Egg, Baked beam, Black pudding, Sauteed mushroom, Grilled tomato,
Sausage, Coffee or Tea, Juice, fresh fruit, bread, and Toast, etc.
b. Continental Breakfast - a light meal usually consist of bread with butter or jam and served
with coffee or tea
c. American Breakfast – a heavy meal usually consist of Egg, Pancake, Bread and Toast,
Waffle, Juice, Milk, coffee, Tea, Fruit, Potato, Bacon, Sausage, etc

♣ CHECK THIS OUT ♣

9 Types of Breakfast: https://chefqtrainer.blogspot.com/2020/03/8-types-of-breakfast.html

Food and Beverage Service Equipment

These are equipment used in Food and Beverage operations manifests the image, style, quality
and standard the establishment want to embody and project. .

A customer’s first impression on entering the service area is of great importance and their
business may gain or lose on this alone. Creating an appropriate atmosphere by the right choice of
décor, furnishings and equipment is therefore a major factor that contributes to the success of the
food service operation. (Cousins & Weekes, Food and Beverage Service 10th Ed, 2020)

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Main Areas of Food Service Operations

Front-of-house service areas: This is the busiest area of a foodservice establishment, especially
during the service periods. It is therefore important that these areas are well designed for
operational purposes and that department heads ensure that all members of staff know
exactly what their duties are and how to carry them out efficiently and effectively.
Back-of-house areas: Known as the service areas behind the scenes. These areas include the
stillroom, hotplate (or pass) area and the wash-up. The back-of-house service areas are usually
between the kitchen and food and beverage service or front-of-house areas. They are important
parts of the design of a foodservice operation, acting as the link between kitchen or food
preparation areas and the restaurant or food and beverage service areas. They are also
meeting points for staff of various departments as they carry out their duties and so a well-
designed layout is essential to ensure an even flow of work. The back-of-house areas must also
be efficiently organized, stocked with well-designed equipment and appropriately supervised.

Basic Types of Tableware or Table Appointments

Table appointments refer to utensils used for dining and linens used for covering tables. These
include but not limited to: dinnerware or chinaware – used to hold food; silverware or flatware – used
to scoop, spear and cut food and stir drinks; beverage ware or glassware – used to hold drinks and
other desserts; hollowware; and table cloths and table napkins.

Furniture/Fixtures/Service Equipment – All furniture, fixtures and service equipment used in food and
beverage service must be well chosen according to the needs of the establishment:
✓ Round Tables ✓ Flambe Trolley ✓ Lazy Susan Trolley
✓ Rectangular Table ✓ Carving Trolley ✓ Reception Counter /
✓ Square Table ✓ Dessert Trolley Booth
✓ Cocktail Table ✓ Bussing Trolley ✓ Tray
✓ Chairs ✓ Bus Bin ✓ Tray Stand
✓ Sideboards ✓ Cutlery Bin ✓ Chafing Dish
✓ Gueridon Trolley ✓ Lazy Susan ✓ and more...

Linen – these are fabric the main items found in a restaurant:

✓ Table cloth o 72”x96” (Rectangular ✓ Table Napkin /Serviette –
o 54”x54” (3ft Table) 18”x18” or 20”x20”
Round Table) ✓ Slip cloth/Overlay – ✓ Tieback
o 54”x54” (2ft x 6” 36”x36” ✓ Seat Cover
Square Table) ✓ Buffet Cloth (skirting) – ✓ Underlay/Silencer
o 72”x72” (3ft x 3ft 6ftx12ft ✓ Waiters Cloth / Service Cloth
Square Table)

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Chinaware (US)/Crockery(Britain) – these are usually given rolled edges to make it chip resistant
whether bone china (expensive and fine), earthenware (opaque and cheaper), or vitrified:
✓ Charger Plate/Service ✓ Bread & Butter Plate (4”-6”) ✓ Platter / Oval Plate
Plate (13”-14”) ✓ Pasta Bowl ✓ Cream Jug
✓ Dinner Plate (10”-12”) ✓ Consommé Cup ✓ Salt and Pepper Shaker
✓ Salad Plate (6”- 8”) ✓ Soup Bowl/Cup ✓ and more…
✓ Fish Plate (8”) ✓ Soup Plate
✓ Dessert Plate (7”) ✓ Cereal Bowl

Hollowware – a term for metal or ceramic containers of food when brought to guest table from the
kitchen, usually having a significant depth or volume:
✓ Sauce Boat
✓ Soup Bowl ✓ Tea Pot ✓ Water Jug
✓ Soup Tureen ✓ Food Cover ✓ and more
✓ Sugar Bowl ✓ Ice Bucket
✓ Coffee Pot ✓ Trays

Drink ware - general term for the class of vessels from which people drink. It includes stemware, or
glasses that stand on stems. Drink ware made from glass is also called glassware, though not all
glassware is a drink ware.
✓ Water Goblet ✓ Champagne Tulip ✓ Brandy Snifter
✓ Red Wine Glass ✓ Collins Glass ✓ Shot Glass
✓ White Wine Glass ✓ Highball Glass ✓ Beer Mug
✓ Sherry Glass ✓ Pilsner ✓ Martini Glass
✓ Champagne Flute ✓ Rock Glass ✓ and more…

Cutlery – In the US it is known as a silverware or flatware, it may also be referred to as eating utensil:
✓ Dinner fork ✓ Dinner knife ✓ Dessert spoon
✓ Salad fork ✓ Salad knife ✓ Teaspoon
✓ Pasta fork ✓ Steak knife ✓ Demitasse Spoon
✓ Dessert fork ✓ Fish knife ✓ and more…
✓ Bread and butter ✓ Dinner spoon
knife ✓ Soup spoon

♣ CHECK THIS OUT ♣

Food and Beverage Services - Equipment:
https://www.tutorialspoint.com/food_and_beverage_services/food_and_beverage_services_equipment.htm
How to Carry Plates: https://youtu.be/iIIR2d_vIz0
Serving Food with Spoon and Fork: https://youtu.be/VqJLUy2bWGk

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 ♠ Activity 2.1 ♠
Equipment Familiarity

Well though it’s not easy to memories or remember all dining equipment unless exposed
to these equipment every day. Now to be more familiar with this equipment together with
its uses do accomplish Laboratory Activity No. 2

Good luck!

Points: 100pts

Workplace Safety and Security Procedures

Safety: Preventing Accidents

1. Wear slip resistant shoes
2. Keep right
3. Look before pushing open doors
4. Pull, do not push carts through doorways
5. Keep work and serving areas clean and orderly
6. Beware of tripping over bags placed on the aisle
7. Keep exits clear and unlocked during operating hours
8. Let parents place and secure their child in a high chair or booster seat
9. When kitchens floors are slippery make sure to clean it right away or place mats
10. Carefully follow manufacturer’s instructions for preparing sanitizing solutions especially if
used for wiping tables
11. Immediately clean up any spilled food or beverage in the dining room
12. Temperature of beverages should be regulated (71 degrees Celsius)
13. Stack dishes on tray so that they are balanced
14. Follow the proper way of lifting and putting down a tray
15. Never lift trays of food or dirty dishes over the heads of the guests
16. Never pick up several glasses in one hand by inserting your fingers into the glasses
17. If you cut yourself or if anyone in the restaurant is injured or ill, exposing others to blood or
other body fluids, such incidents must be handled with a procedure called Universal
Precautions

Food Safety and Sanitation Responsibilities

1. Wear effective hair restraints to prevent hair from getting in the food
2. Make sure your uniform, apron, hands, forearms and fingernails are clean to avoid the
transfer of harmful bacteria to the food and utensils
3. Wash your hands after every chance of contamination
4. Do not work if you have an open wound, flu, cold, or any other communicable disease
5. Observe proper handling of clean equipment's

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 6. Store tableware in a clean, dry place at least six inches above the floor and protected from
flies, dust, splashes and other contaminants
7. Wipe tables and counter with a cloth that has been stored in a sanitizing solution
8. Automatically replace utensils that fall on the floor
9. Keep dirty dishes completely separate from foods to be served
10. Never mix new food with old food
11. Pour refills from the pitcher, wine bottle or coffee server
12. Notify guest that clean plates are to be used each time they return to self-serve areas

♣ CHECK THIS OUT ♣

Restaurant Safety, Health, Hazards, Rules, And Checklist: https://esafetymanual.com/blogs/safety/restaurant-safety
Restaurant Safety Guidelines: https://smallbusiness.chron.com/restaurant-safety-guidelines-41239.html

♠ Activity 2.2 ♠
Proper Handling of Equipment

Alright, now your instructor will demonstrate to you how to properly handle a dining
equipment. Watch carefully because you will do a return demo afterwards. Please refer
to Laboratory Activity No. 3 for the complete instructions.

Good luck!

Points: 100pts

Note: Go back to the discussions on unit 2 and get ready for a Unit Quiz in your Canvas / Google Class.

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 UNIT 3
SERVICE MISE EN PLACE

Learning Outcomes:
Upon studying this unit you should be able to:
execute proper service mise en place
discuss the importance of a menu in table setting: and
lay the appropriate table set up for guest service.

What do you think?

So now that we are more familiar with the food service industry, let me ask you. Have you ever tried
making a reservation at a restaurant? Or if not you perhaps you encountered someone making a
reservation, how was it? Share your insight below…

Thank you for sharing! Be ready to share it in class….

♠ Keep Learning & Get Ahead ♠

Food & Beverage Services NCII
Instructions:
1. Go to the TESDA Online learning site (e-tesda.gov.ph) and register.
2. Go to courses then click on the tourism category there you will find the Food and
Beverage Services NCII (FBS NCII).
3. You will see 3 parts of the course. Make sure you enroll in all parts.
- Introduction to Food & Beverage Services (First Grading)
- Providing Table Service (Midterms)
- Providing Room Service (Finals)
4. After you have accomplished each part of the course for FBS NCII you will receive
a certificate. Each certificate will be submitted each grading period.

Points: 100 / certificate

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Service Mise en Place

Mise-en-place is a French term which means to “put in place”. In Food and Beverage
operations mise-en-place means preparations prior to a service. It refers to preparing the restaurant
to serve guest and clients by keeping requirements for service organized in order to ensure a smooth
service. Preparations may of course vary including preferred methods, techniques and protocols which
reflect the nature and style of the restaurant and the atmosphere, image and environment it wishes to
create but neither is right or wrong they are simply different. (ASEAN, 2013)

Before starting the actual service in the restaurant, everything should be in its place at the right
position in a correct way. It is a preliminary preparation, which includes getting ready both food and
beverage equipment and surroundings so that the serving of food and beverage can be carried out
efficiently. Performing mise-en-place should involve keeping ready in advance the customers’ arrival in
the restaurant.

Mise-en-Scene

This is a French term which means to prepare the environment of the outlet before service in
order to make it pleasant, comfortable, safe and hygienic. Before each service session the restaurant
should be made presentable enough to receive guests. (Fernandes, 2018)

Mise-in-scene involves cleaning of service areas, tables, chairs, side station, food trolley/cart,
brushing and cleaning of floor, vacuuming / hovering of carpets, doors and windows, etc. This function
generally precedes mise-en-place.

Dining Room Preparation

The preparation of a restaurant is vital for the efficient and successful running of any meal
shift. Things need to be checked, stocked, positioned and cleaned before a restaurant opens to the
public, and if a restaurant is unprepared, service may be slow, inefficient and seen as unprofessional
by the customer, who then may decide not to return. (ASEAN, 2013)

Dining room preparation includes checking on cleanliness, organizing of service equipment /

utensils and supplies. It also covers the arrangement of table centrepiece and appointments, proper
way of setting up a table and the appropriate table appointments for the right table service.

Preparing the Dining Room for Service

The first thing a food and beverage staff should do when for an opening is to check the
station to see that the general area is presentable and ready to set-up for service.
Set up enough tables that can accommodate the reservations and average expected
number of guests.
Clean tables and chairs thoroughly with a clean cloth before setting the table.
Tables and chairs are in their proper position and are aligned according to prior plan.

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 There are no shaky and damaged tables or chairs.
All chinaware's, silverwares and glassware are immediately clean and free of finger marks
and stains.
There are no chipped wares.
Salt & Pepper shakers as well as sugar and creamer container are properly filled.
Linens and napkins are clean and free of dirt and stain

Pre-Shift Task or Responsibilities – A food and beverage service staff prior to service time have to
accomplish several tasks. These preparation tasks are done to make sure that the restaurant is ready
to accept guests.
Folding Napkins Preparing and cleaning Menus
Cleaning Tableware Learning Specials
Clearing Tables Preparing Sides, Garnishes and Bread
Bussing Cleaning Trays and Tray Stand
Setting Tables Preparing Beverages
Re-stocking Seasonings and and more…
Condiments

Preparing the Side Stations - A side station makes service easier and more efficient for the food and
service staff to do their job during service time. That is why it is important to ready the service station
and make sure that all that is needed for service time is replenished.
Coffee warmers with fresh coffee Clean placemats
Water pitchers, jugs, carafes Service ware
Clean folded napkins Menus
Wiping towels Coasters & straws
Extra pads, pencils and pens China, silver and glasses
Condiments Napkins
Decorative garnishes

Post Service Task – After service time there are certain tasks that needs to be done to tidy up the
place and prepare the restaurant for service the next day.
Clearing Clearing & Cleaning Side Stations or
Bussing Back of the House areas
Sanitizing Tables Re-stocking Condiments and Supplies
Changing Linen Folding Napkins
Re-setting Tables and more…
Processing Credit Card Charges

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Polishing Glassware
1. Put hot water and lemon slices in a stainless bowl.
2. Put glass over the bowl. Let the steam moist the glass.
3. Dry glass using a wiping cloth.
4. Bring the wiping cloth into the inside surfaces of the glass and
wipe inside the surface thoroughly.
5. Wipe the rim and base, making sure that the hands do not
leave finger marks on the glass.

♣ CHECK THIS OUT ♣

Polishing Glasses:
https://youtu.be/xxuB26wJ1NY
https://youtu.be/P1I3BEJpEfM

Polishing Cutleries / Utensils / Flatwares

1. In a stainless bowl, put aluminum foil, hot water, lemon slices and a pinch of salt.
2. Soak the cutleries and let stand for a few minutes.
3. Dry cutleries using a wiping cloth. (Clean and lint-free cloth)
4. Place cutleries inside the wiping cloth and thoroughly wipe the handle, the blades of the knife,
mouth of the spoon and tines of the fork.
5. Do not touch the top of the item that goes into the customer’s mouth.
6. Certain cutlery items must be cleaned and polished according to manufacturer’s instructions.

♣ CHECK THIS OUT ♣

Polishing Utensils: https://youtu.be/KgcDRfcNBkA

Polishing Plates and other Chinaware’s

1. Using a sizable polishing cloth, thoroughly wipe and polish all surfaces of plates and other
chinaware.
2. Wipe the rim and make sure that all surfaces are thoroughly dry. Position the plate such that
the hands do not leave finger marks on it.
3. Turn to the back of the plates and wipe dry the back surfaces.

♣ CHECK THIS OUT ♣

Polishing Glasses:
https://youtu.be/xxuB26wJ1NY
https://youtu.be/P1I3BEJpEfM

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 ♠ Activity 3.1 ♠
Polishing Tableware

Let’s see how much you’ve learned about polishing tableware. You were given lectures
and videos to see how it’s done. So this time let us see you do it. Please refer to
Laboratory Activity No. 4 for the complete instructions.

Good luck!

Points: 50pts

Reservations and Blocking Tables

Reservation is an arrangement to have a table held for the guests’ use at a later time. Taking
reservations means promising a table to a guest who call or e-mail in advance. A Receptionist /
Reservationist handles reservations.

Reservation Benefits for Guests

The table is available and ready upon arrival.
The restaurant can be informed of special requests and have them available when they arrive.

Reservation Benefits for a Restaurant

Management knows how many guest to expect.
The menus and service staff can be planned well.
The servers will be able to memorize the guests’ names.
A mailing list can be developed for future promotions.
If reservations are taken correctly, the restaurant will run smoothly.

Reservation Disadvantages for Guests

If restaurants do not know how to take reservations and plan correctly, reservations may not be
honored at the stated time.
Overbooking
Delay of time.

Reservation Disadvantages for a Restaurant

No shows.
Guests arriving late.
Restaurants that do not know how to block tables correctly lose money because they are not
getting maximum use from tables.

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Taking the Reservation
People taking reservations have to be trained properly
The person taking the phone must have excellent telephone manners and must have
telephone courtesy
Reservations should be taken and placed on a reservation form/card/sheets, a reservation
logbook, or perhaps an electronic logbook system
The name of the person who took the reservation should indicate his/her name together with
the date and time the reservation was taken in the logbook.

Information to Obtain from the Guest

Name of the guest using the reservation
Name of the person making the reservation
Date of reservation
Time of reservation
Number of guests in the party or number of covers
Special requests
Guests phone number/s

Reserving and Blocking Tables

Blocking means to reserve a certain table at a certain time for a guest.
Blocking is accomplished by having an organized system.

Guide & Ethics to Taking in Telephone Reservations

Stand up before you answer the telephone. This will heighten your sense of authority.
Answer the telephone promptly, within three rings if possible.
Listen with your right ear on business calls. Your right ear is connected to the left (logical) side
of the brain.
Start each call by greeting, stating the establishment’s name and your name, and offer
assistance. Always address men customers as “Sir” and women customers as “Madam”.
(ex. Thank you for calling XYZ Restaurant, this is Kyla. How may I help you?)
Find out the caller’s name and use it in the conversation. (ex. May I know who’s on the line please?)
Always inform the customer if the call needs to be transferred or if the customer needs to be
put on hold.
Listen. Try not to interrupt. Avoid speaking with anyone else present around when the call is
going on.
Concentrate. Don’t attempt to do two things at the same time.
When the caller is speaking, make ‘continuity noise’ to let him or her know you are listening.
Speak politely and clearly; not loudly. Avoid jargons and informal words such as “Yup”, “Huh-
Huh”, or “ok.” Instead, use words such as “absolutely”, “certainly”, and other similar words.
Make notes and read them back to the caller to check you have got the correct message or
details. Do not keep any doubts unresolved before finishing the conversation.
If an incoming call is inconvenient, explain why, take the caller’s name and number, and offer
to call him/her back.

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 Always smile into the mouth piece. It manifests in your voice
Always end the call saying, “Thank you for calling” or “Thank you for your booking, we look
forward to seeing you”.

The procedures for taking a booking in person are similar to those for taking a booking via the
telephone. When taking bookings by mail the information required is the same as that identified
above. Confirmation is normally sent back to the customer by the same method as the booking was
received, for example, by email or post.

♣ CHECK THIS OUT ♣

Taking a Booking:
https://youtu.be/J0Es5LESLp4
https://youtu.be/xFt0WWmlRS0

♠ Activity 3.2 ♠
Taking Reservations & Blocking Tables

Doing great so far… This time let’s see how well you do with taking reservations and
blocking tables. Please refer to Laboratory Activity No. 5 for further details.

Good luck!

Points: 50pts

Studying the Menu

Why study the Menu?

Knowledge about the product is at the core of successful food
and beverage service.
Study the menu frequently because it may change occasionally
or even daily
Consider yourself a salesperson and the menu items are your
products
Be knowledgeable about food items so you can help guests who
request information that may not be on the menu.

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Types of Menu
1. Fixed or Static Menu – offers the same menu items every day. This is the type of menu that you
would have in a restaurant.
2. Cycle Menu – a group of menu items which are used for a set period of time and then
repeated. This is most common in Company & School Cafeterias, Hospital Catering, etc.
3. Ala Carte – offers choices in each course where menu items are individually priced.
4. Semi Ala Carte – a value or combo meal charged at one price then add-ons are priced
separately
5. Table d’ Hote (Set Menu/ Prix Fixe) – a menu where multi-course meals with only few (usually
limited) choices and is charged at a fixed total price per person for the whole menu. Such a
menu may also be called prix fixe ("fixed price"). The terms set meal and set menu are also
used.
6. Cart Du Jour / Chalkboard Menu – offers menu choices that are available only for the day. It is
usually written on a menu board or placed on a menu card on the table.
7. Degustation Menu – a tasting list, a list of menu items usually specialties of the restaurant,
which are served in small portions.

Basic Menu Categories

1. Appetizer – typically the first item served during a meal. It can be served hot or cold. Its
purpose is to stimulate the appetite of the guest.
2. Soups - may be placed in a separate category or grouped with the appetizer. Soups may be
clear, cream based, hot or cold.
3. Salad – usually the second course of the meal, but it can be the first if no appetizer is served.
It is usually a lightly tossed fresh greens, fruits, other vegetable, cheeses or even flowers.
4. Main Course – the main part of the meal. It is the focus of the meal experience. The main
course is often served with a starch and a vegetable.
5. Dessert – typically the last course of the meal or it usually completes the meal. Includes fruits,
pies, flans, cookies, etc.
6. Beverages – a drink including coffee, tea, juices, soda, or other non-alcoholic drink.
7. Cocktail - an alcoholic mixed drink that contains three or more ingredients.
8. Mocktail - a nonalcoholic drink consisting of a mixture of fruit juices or other soft drinks.
9. Wines - an alcoholic drink made from fermented grape juice.

Other Menu Categories

1. Hors d’ oeuvres – it may be an appetizer or starter, it is a small dish served before a meal.
Some are served cold, others hot and may be served at the dinner table as a part of the meal
or they may be served before seating. Typically smaller than a main dish, it is often designed to
be eaten by hand (with minimal use of cutlery).
2. Amuse Bouche - literally means to amuse the mouth. It's never anything that you order in a
restaurant. It's something free that the chef prepares to give the diners before the appetizer is
served. It's always free, and meant to give you an idea of what's to come.
3. Intermezzo – served between the salad and the entrée. It is intended to cleanse the palate
and prepare the diner for the next course. Common example is a sorbet, lemon water,
sparkling water, etc.

A Self-regulated Learning 32
Module
 4. Aperitif – a French term for a “light drink”. It is served at the start of a meal to excite or
stimulate the palate. Champagne, sherry and light beers are common aperitifs.
5. Entrée – the third course of the meal, a hot food item served before the main course. Its also
said to be half a portion of the main course. Sometimes the first course of the meal
(appetizer/salad/soup) may also be referred to as the entrée.
6. Digestif – a French term for any drink consumed to aid in digestion usually served after dinner,
it can include sweet liqueurs, like brandy. Coffee drinks like Irish coffee and Baileys Irish
Cream are popular. In rare instances cigars are also offered.

Method of Food Preparation

Food production or cooking and prepping food may be carried out in a variety of ways. The main
cooking methods are described below.

Baking - cooking in either a fan oven or conventional oven. Often referred to as ‘dry’ cooking.
Barbecuing – often refereeing to cooking slowly over a low, indirect heat with the food being
flavored by the smoking process.
Boiling - cooking food in a simmering liquid.
Braising - slow cooking in minimum liquid in a casserole dish with a lid.
Broiling - cooking by exposing food to direct radiant heat, either on a grill over live coals or
below a gas burner or electric coil.
Curing – preserving by various combinations of fermentation, pickling or smoking.
Deep frying - cooking by placing into deep fat held at a temperature of about 175–190 °C
(350–375 °F).
Grilling - quick and dry method of cooking food by radiant heat, either over heated charcoal or
under electric or gas salamanders.
Microwaving - cooking or re-heating food using high frequency power in a microwave oven
powered by electricity.
Poaching - cooking in a minimum amount of liquid held at simmering point.
Roasting - cooking with convection of dry heat in the oven.
Shallow frying - cooking in the minimum amount of heated fat or oil.
Simmering - to cook a liquid just below the boiling point (212°F), with a range around 185°F to
205°F.
Smoking – flavoring, browning, cooking or preserving food by exposing it to smoke from a
burning or smoldering material (ex. wood). Cold smoking imparts a smoky flavor, usually for
food that need to be cooked later such as salmon. Hot smoking adds flavor to food and cooks it
at the same time.
Sous Vide – food is sealed in airtight plastic pouches, then cooked using steam or by placing in
a hot water bath.
Steaming - cooking heat is transferred from the water vapor (steam) to the food being cooked.
Stewing - Very slow cooking of food items in their own juices and using the minimum amount of
liquid, such as stock, in the process.

A Self-regulated Learning 33
Module
Preparation Time
Time required to cook and dish up food item on the menu.
The length of time depends on the equipment in the kitchen, efficiency of the chef, and the
number of orders placed by the servers.
Preparation times can be best learned by experience.

Meal Accompaniments
Condiments
Garnishes
Foods that complement the entrée
Examples:
✓ Lemon wedge with fish
✓ Tartar sauce with fish
✓ Ketchup with hamburger
✓ Steak sauce with steak
✓ Crackers with soup
✓ Salsa with Tortilla Chips
✓ Butter & Jam with Bread Rolls
✓ Parsley and other greens to add color to an entrée
✓ Cream & sugar with coffee
✓ Lemon in ice water

♠ Activity 3.3 ♠
Menu Knowledge

Talking about food make us hungry right? But before you go for a break let’s see how
well can you manage it terms of knowing your menu. Please refer to Laboratory Activity
No. 6 for further details.

Good luck!

Points: 50pts

Table Setting

Dining areas must be set-up properly. Set-up must completed at least an hour prior to the start
of operations. The type of table arrangement varies depending on the type of service and the
requirements of customers. Fine dining usually require pre set-up of tables before service begins.

The presentation of a table says a lot to customers about the level of service they can expect to
receive in an establishment. A great deal of work and attention to detail must be applied when setting
tables, as they must:
✓ Have all the necessary tableware, centerpieces, napkins and condiments

34
 ✓ Must be complete
✓ Must be clean and hygienic
✓ Must be uniform and consistent throughout the outlet.

Ensuring that the table has all the necessary items that the customer may need, not only
makes your job easier during service, but ensures that customers are not left waiting for items that
should be close at hand.

Basic Principles in Table Setting

Table appointments are placed for each cover. At least 20”-24” wide and 16”-18” long for
each cover.
Use the chair as a guide to center the cover.
Tablecloth should be placed evenly over a silence pad / underliner.
The tablecloth should hang 10”-12” long on all sides of the table for informal occasions and
16”- 24” long for formal occasion. If the table cloth is floor length (28”-29” drop length) it
should at least be ½ - 1” above the floor.
If placemat is used, it should be about 16”-18” long and 12”-14” wide. The long edge should
be aligned with the table at least ½ inch above the edge of the table.
Table napkins should be folded and placed with the open edge nearest the left side of the fork
and 1” from the side of the table. Table napkins may be placed on the service plate or on the
goblet.
Cutleries are placed 1” from the edge of the table.
Cutleries used by the left hand (Forks) are placed on the left side and cutleries used by the right
hand (Knives and Spoons except the BnB knife) are placed on the right. Cutleries are arranged
from inside out, the outermost cutleries being the first cutleries to be used.
The cutting edge of all knives should be towards the plate except the butter knife, which should
be faced away from the plate.
Cutleries such as dessert spoon and fork is initially set above the plate. The dessert spoon is
placed above the dessert fork.
Bread and butter plates are placed at the left side beside the forks or on top of the dinner fork.
Cup with underliner (saucer) should be placed on the right side of the set-up beside the last
cutlery.
The water goblet is placed ½ inch above the dinner knife.
Wine glasses are arranged at a 45 degree angle after the water goblet. It may be set to the left
or right keeping in mind that it must be arranged according to use. It may also be set at a
triangle in case there is not enough space to set the glasses.
Cruet sets (salt & pepper shakers, vinegar and oil dispensers…) are set on the top of the cover
at the center of the table.
A centerpiece may be placed at the center of the table or may be placed anywhere on the table,
making sure it is not an obstacle to any guest.

♣ CHECK THIS OUT ♣

Do’s & Don’t of Table Setting: https://youtu.be/6XUfzRVfauk
Setting up the Table:
https://youtu.be/5d6BzjhTrZ4
https://youtu.be/_t8nR_59Sig
https://www.webstaurantstore.com/blog/2852/restaurant-table-settings.html
https://www.tutorialspoint.com/food_and_beverage_services/food_and_beverage_services_preparing_the_table.htm
35
Table Setting According to the Menu

Now a restaurant may have its standard meal time set-up. However, when a guest starts to
order the arrangement of table appointments may vary and change according to the guests’ order. So
that means the server may either remove or add a few table appointments to go with the guest meal.
Now make sure to check out the link below to understand more.

♣ CHECK THIS OUT ♣

Table Setting According to the Menu: https://youtu.be/_VZMcxIC0dA

♠ Activity 3.4♠
Table Setting According to the Menu

Now you see table setting can be challenging at first but once you get used to doing it
and understand the concepts on how to do it everything becomes much easier. So this
time let’s see how well you understood table setting. Please refer to Laboratory Activity
No. 7 for the complete instructions.

Good luck!

Points: 50pts

Clearing, Resetting and Closing the Dining Room

(Cousins & Weekes, Food and Beverage Service 10th Ed, 2020)

At the end of service a range of duties need to be completed. These duties are carried out with
or without customers in the service/dining areas. Depending on the type of establishment these duties
may be carried out at the conclusion of a meal period, towards the end of the working day or be
ongoing throughout the working day. Specific after service clearing tasks At the completion of a meal
service period certain after service tasks will need to be carried out by different members of the dining
area staff. The allocation of specific responsibilities helps to ensure that all areas are left safe, clean
and replenished in readiness for the next service.

The Server/Dining Area Attendant Duties

Service stations must cleaned and re-stocked with the necessary equipment following the par
stock.
Service areas must be tidied and perishable goods must be checked for their use-by dates and
must be disposed if necessary. A stock count must be carried out and requisitions must be
made to complete the par stock in time for the next service.
Service equipment that have been used must be sent for washing and cleaning and readied for
replenishment.

36
Sometimes the evening shift service staff will have to partially set up for the breakfast shift the
following morning.
Furniture must be cleaned and checked at the end of service. Other responsibilities may
include: (ASEAN, 2013)
✓ Relocating tables and chairs to their ‘original’ position. Note that some properties simply
leave tables and chairs as they are and do not relocate then until the seating plan for
the next session is developed.
✓ Taking table tops off tables. Where the venue adds table tops to tables, it is a standard
requirement that these table tops are removed and stored at the end of the session
✓ Tables cleared, stripped, wiped clean and re-clothed as appropriate.
✓ Removing extra chairs that have been brought in. A dining area that normally seats 80
may have had an additional 6 chairs brought in for a session to cater for special needs.
These 6 chairs have to be put back where they were taken from
✓ Removing high chairs. Where patrons have requested a high chair it is standard practice
to replace these chairs back into storage
✓ Checking for damage
Electrical equipment must be cleaned and be shut down with plugs removed after service.
Equipment used must be returned to its proper storage.
Floors must be swept, mopped and/or stripped off.
Check pads and Menus must be return to the hostess / supervisor.
Linens that are soiled must be sent for laundry.
Condiments and accompaniments such as sauce, and/or dressing containers must be wiped
clean.
Garbage should be removed from internal rubbish bins and bin liners must be replaced.
Restroom facilities are commonly the primary responsibility of the cleaners but wait staff may
have end of shift duties such as: (ASEAN, 2013)
✓ Checking to make sure no patrons remain in these areas after the premises have closed
✓ Checking to see if any items have been left there
✓ Checking to identify damage or cleaning needs that demand immediate action
✓ Replenishment of toilet supplies, as appropriate

♠ Activity 3.5♠
Opening and Closing Duties

With the numerous things to look into when we go for our duty in a restaurant it is best to
make sure everyone is reminded on what to do. So to assure that everyone is informed
an infographic posted at the back station is very useful. To do this please refer to
Laboratory Activity No. 8 for further details.

Good luck!

Points: 50pts

37
Basic Restaurant Terminologies:
1. Par Stock- refers to the quantity of stocks required to sustain an efficient service. (Par stock =
Maximum Usage x 1.5)
2. Turnover Rate – refers to the ratio of occupied seats over the total seats available. (ex. A
turnover rate of 1 means all seats are taken in one meal period)
3. 86 - a term to describe an item no longer available on the menu, or to refuse service to a
customer.
4. Table Appointment - are items used to set and decorate a dining table for a sit-down or buffet-
style meal. These items include dinnerware, napkins, flatware, placemats, centerpieces,
glassware, flower vases and other types of decorative elements that add visual interest to the
dining or buffet table.
5. Cover - refers to a place setting for one guest, laid to suit the type of menu offered

Note: Go back to the discussions on unit 3 and get ready for a Unit Quiz in your Canvas / Google Class.

38
 UNIT 4
MANAGEMENTS ROLE IN SERVICE

Learning Outcomes:
Upon studying this unit you should be able to:
discuss managements role in service
explain the importance of guest service in the food service industry and
demonstrate the appropriate way of handling complaints and difficult guests.

What do you think?

We all want to be managers someday I’m sure, if not owners of our own hospitality related business.
When you go out to dine are you able to observe what the manager does? Based on what you’ve seen
what does a manager do in a restaurant? Share your insight below…

Thank you for sharing! Be ready to share it in class….

♠ Keep Learning & Get Ahead ♠

Food & Beverage Services NCII
Instructions:
1. Go to the TESDA Online learning site (e-tesda.gov.ph) and register.
2. Go to courses then click on the tourism category there you will find the Food and
Beverage Services NCII (FBS NCII).
3. You will see 3 parts of the course. Make sure you enroll in all parts.
- Introduction to Food & Beverage Services (First Grading)
- Providing Table Service (Midterms)
- Providing Room Service (Finals)
4. After you have accomplished each part of the course for FBS NCII you will receive
a certificate. Each certificate will be submitted each grading period.

Points: 100 / certificate

39
Management Functions
1. Planning task starts with establishing a mission and goals for the organization and its people.
2. Organizing applies to all of an organization’s processes and resources, including its people.
3. Staffing is hiring qualified employees to be able to create an excellent service staff.
4. Leading is being at front. To be a good leader one must know what the goal of that operation is
and then take firm and adequate steps to reach that goal.
5. Controlling lead an operation toward achieving its goals.

Managers are responsible for:

Establishing Service Standards
Motivating Standards
Scheduling Servers
Training Servers

Setting Service Standards

1. Set standards and describe them in detail.
2. Establish procedures and policies for accomplishing this standards
3. Provide necessary space, equipment, and environment to achieve standards.
4. Provide adequate training and guidance to servers and ensure that standards are met.
5. Review with employees periodically.
6. Train employees to perform specific task to meet standards.
7. Encourage and seek out employee feedback so management can be aware of problems that
need correction.

Factors that Motivate People to Work

✓ Basic Needs ✓ Self-satisfaction or Ego Needs
✓ Safety and Security ✓ Self-actualization or achievement needs
✓ Social and Environmental Needs

Motivating Servers
✓ Hiring motivated servers ✓ Rewards as motivators
✓ Create a motivating environment ✓ Evaluation as motivators
✓ Empowering employees

Things to Consider in Scheduling Service Staff

✓ Be fair (ex. Rotation of Employees)
✓ Employees requests (ex. Day off)
✓ Forecast of events (ex. Holidays, Functions, Reservations)
✓ Number of covers per station should be assigned according to the station distance from the
kitchen. (1 server & 1 busboy per station)

In Training Servers they must be trained:

✓ What to do
✓ How to do it
✓ Professional standard expected

40
Note: Training should be an ongoing program in all operation because one never stops learning and
training should improve knowledge, skill and attitude.

Benefits of Good Training

✓ Improved service and increased number of satisfied guest
✓ Improved productivity, reducing both employee turnover and labor cost
✓ Reduced waste, accidents and breakage
✓ Opportunities for skilled, knowledgeable, confident servers to grow and advance
✓ Lower frustrations
✓ Reduced turnover

An Effective Trainer
✓ Knows people
✓ Knows how to teach them
✓ Know how to motivate them to learn

To be an Effective Trainer one must:

✓ Prepare a Lesson Plan – this helps the trainer to stay on the objective and not stray
✓ A good Leader – must be able to control the learning session
✓ A good Listener as well as Speaker
✓ Never assumes that a server knows everything

Ways to Train Servers

✓ Discussions ✓ Show and Tell
✓ Role Playing ✓ On the job training

Tools for Training

✓ Training Manuals ✓ CD-Rom
✓ Booklets ✓ Posters
✓ Videos ✓ Presentations
✓ Software Packages

Successful Management: Managers Qualifications

✓ Knowledge of Food Service
✓ Knowledge of Beverage Service
✓ Friendly Outgoing Personality
✓ Organizational Skills
✓ Ability to Stay Calm under Pressure
✓ Good Physical Condition
✓ Ability to Resist Temptation
✓ Diplomacy: Deal Effectively with Employees and Guests
✓ Knowledge of Training Employees
✓ Ability to Handle Complaints

41
 ♠ Activity 4.1♠
Managements Role in Service

Being the person who leads the team a manager has a lot on his/her plate. Let’s us see
now how your management skills are through this case study. Please refer to Laboratory
Activity No. 9.

Good luck!

Points: 50pts

“Guest service is the backbone of any industry-especially the hospitality industry”

Understanding Guest Service

Guest Service

Guest service is generating customer emotions or feelings of happiness and contentment by

the way we meet and exceed their expectation. The hospitality industry must meet the changing
needs and wants of the changing customer.

The hospitality industry have gone great lengths to provide good guest/customer service. They
have created service standards such as standard telephone greetings, standard smiles – ex. Disney
World who paint a smile on staff mirror for them to copy, restaurants have set delivery times – 5mins
for beverage orders and twenty minutes for food orders, etc.

Through guest/customer service we create memories. Memories are created when feelings are
generated. Feelings stir emotions and those are remembered the most.
The benefit of creating memories is that people talk to others about it. It becomes a piece of
conversation in living rooms, local bars etc. These conversations are Word of Mouth publicities
and the property gets known and remembered.

Why is Guest/Customer Service Important?

It satisfies a customer/guest therefore they walk out with a pleasant experience.
A good customer service becomes a topic to be talked about with others who will be motivated
to try the product or service.
It reflects the professionalism of the organization thereby building its image.
A good guest service gets guests to come back. Repeat customers establish a loyal client base
that is worth its weight in gold.

42
 Employees providing good guest service are appreciated by both guest and organization. (The
employee gets rewards in terms of praise, tips, appreciation letters, pay increase, etc.)
Employees tend to develop friends, rather than customers, who will reward the server with their
patronage.
Guest service is a vital skill for anyone working in the service industry. A person who perfects
this skill can expect to advance in their careers.
Good guest service makes work much more pleasant. Bad customer service creates problems.
Good guest service is solution oriented.
Good guest service gets compliments and not complaints.
Good customer service saves time. Bad customer service can result in drawn out arguments
and litigations.
Good customer service promotes teamwork.

♠ Activity 4.2♠
Guest Service

After being enlightened on why guest service is important. Here’s are some scenarios to
test your guest service skills. Please refer to Laboratory Activity No. 10.

Good luck!

Points: 50pts

“Not every guest experience is problem free…”

Handling Guest Complaints & Difficult Guests

Complaints – are breakdown in the system and procedures in any hospitality industry.
In spite the best intentions of management; complaints do happen as a way of life in the
hospitality industry.
A service recovery is just as important as providing WOW service because a customer lost is lost
forever.
Mistakes or complaints must be rectified immediately. A complaint allowed to fester enlarges
the problem.

How to manage or handle guest complaints?

Do’s:
✓ Listen to the complaint/Lend an ear to the customers problem
✓ Identify the important points
✓ Sympathize (Apologize)
✓ Thank the guest
43
 ✓ Explain what can be done
✓ Now act quickly and follow up
Don’t:
• Be defensive and give excuses. Accept what is said and move on.
• Tell the guest that they are the first person ever to mention this problem.
• Take the feedback personally. This is sometimes hard but rarely is the complaint about
you. It is about what your valued guest did not get.
• Get upset with or show annoyance with the guest, either face to face or in writing.
• Ignore the problem and hope it goes away
• Ignore the guest
• Be afraid to tackle the problem
• Delay

Note: Always try to put yourself in the customer’s shoes when dealing with a complaint.

Handling Difficult Guests

All guest are important, no matter what the reason is that makes them demanding.
Most guests/customers are reasonable – however you need to deal with the
unreasonable.

Tips on Handling Difficult Guest

TYPE TECHNIQUE
Argumentative Do not argue back
Disbelieving Keep to the facts not opinions
Expert Give the facts and let the guest express his views
Indecisive Show range of alternative
Nervous Establish confidence, do not rush
Pompous Dignity Allow customers to maintain
Short tempered Tact, patience and firm response
Silent Use questioning technique

Empowerment

The ability and authority to satisfy guest complaints/request within preset parameters. Guests
are more satisfied when an employee takes care of the situation instead of saying, “I have to ask my
manager.” Employees gain a greater self-worth as well.

44
Empowerment Techniques through Communication

PHRASE TO AVOID PHRASE TO USE INSTEAD

“I don’t know.” “That’s a good question, let me find out for you.”
“We can’t do that.” “Well, I haven’t encountered this before, let me check that
for you and find a resolution that you are happy with.”
“You have to.” “This is the Next time, here is how you can avoid this situation.” or “I
hotel policy.” think the best way to handle this would be…”
“No.” “We are not able to reduce your set menu package, but I am
able to upgrade a few of the menu items.”
“That’s not my job” “The person who handles that is (name). Please let me get
her/him.”

Why do Guest Complain?

There is only ONE reason why guests complain. . .
Guests complain when they do not receive what they thought they should have received. In
other words, their expectations were not met. Note: Guests generally expect friendly service,
clean, well-maintained facilities and a level of quality in line with what they paid.
Failure to provide these will result in guest dissatisfaction, which may lead to a complaint. If it
does this is a signal that others are probably feeling the same way but NOT telling you.

Categories of Guest Complaints

1. Mechanical Complaints - equipment malfunctions (ex. lighting, electricity, room furnishings, ice
machine, vending machines, speakers, television sets, elevators…)
2. Attitudinal Complaints – these complaints are made when guest feel insulted (ex. rude and
tactless staff)
3. Service Related Complaints – these complaints are encountered when service standards,
procedures or systems are not met (ex. long waiting time for service, lack of assistance, untidy
rest room, ignored requests…)
4. Unusual Complaints – these are infrequent complaints where hotels generally have little or no
control over the circumstances surrounding such complaints (ex. bad weather, no air
conditioner…)

Avoiding Guest Complaints

1. Promise only what you can deliver
2. Reserve some surprises.
3. Adopt a ‘the guest is always right’ attitude
4. Establish a continuous guest feedback system
5. Monitor feedback
6. Respond to feedback positively

45
 ♣ CHECK THIS OUT ♣
Responding to Negative Reviews
https://www.reviewtrackers.com/blog/respond-negative-restaurant-reviews/
https://www.lightspeedhq.com/blog/bad-restaurant-reviews/
https://www.reviewtrackers.com/guides/examples-responding-reviews/
https://restaurantengine.com/how-to-respond-to-negative-restaurant-reviews/

Handling Guest Complaints:

https://youtu.be/Mb5U3iJ3iiI
https://youtu.be/u4VPSY0v4vs
https://youtu.be/wldq0OleJGo

♠ Activity 4.3♠
Handling Guest Complaints, Difficult Guests & Situations

We all want a smooth service flow. However, there are just times when we get to
encounter complaint or guests just being difficult. It is important to know what to do
when we are in this situation that is why let us see how well you do when faced with this
kind of situation. Please refer to Laboratory Activity No. 11 & 12 for further details.

Good luck!

Points: 100pts

Note: Go back to the discussions on unit 4 and get ready for a Unit Quiz in your Canvas / Google Class.

46
47
References
Adair, B. (2020). Select Hub. Retrieved from Select Hub:
https://www.selecthub.com/cmms/cmms-hotels/ ASEAN. (2013). ASEAN. Retrieved from
ASEAN: www.asean.org
Cicero. (2019, December). Hotel Online. Retrieved from Hotel Online:
https://www.hotel- online.com/press_releases/release/six-warning-signs-
your-hotel-is-overdue-for-a-
renovation/? cf_chl_captcha_tk =cd8e54647d7ced580d24fd0978121e28363cdef1-1602654520-0-
AQlsxmPas8ilrrPSkDCYBFF1Pk7yh3pDRJNoWSxsYy_E8hKiO7AHJhmCqVwAyGhhYq3uq
Cousins, & Weekes. (2020). Food and Beverage Service 10th Ed. London: Hodder
Education. Cousins, Lilicrap, & Weekes. (2014). Food & Beverage Service 9th Ed.
British Library Cataloguing . Fernandes, C. (2018). The Food and Beverage Service
Book. eBooks2go Inc.
Morantis, N. (2018). Hotelier Academy. Retrieved from Hotelier Academy:
https://www.hotelieracademy.org/hotel- renovation-tips-the-4-key-steps/
TutorialsPoint. (2016). Tutorials Point. Retrieved from Tutorials Point: www.tutorialspoint.com
TutorialsPoint. (2020). Tutorials Point. Retrieved from Tutorials Point:
https://www.tutorialspoint.com/

Wood, Roy C.( 2018), Strategic questions in food and beverage management: London : Routledge,
Taylor & Francis Group.
Hotelier Tanji (2016). Hotel Room Service Training Manual. USA
Somoray, Ana Marie M. (2016), Principles of food safety, sanitation & hygiene: Manila : Unlimited
Books Library Services and Publishing Inc.
Cornell, Daryl Ace V. (2015). A Concise Guide in Food & Beverage Service Procedures. Manila :

Mindshapers Co., Inc. Punay, Maria Lutgarda Manuela B. (2015). Food and Beverage Service

Management. Mandaluyong City : Books

Atbp. Publishing Corp.
Viana, Jake C. (2015). Food service and management II: Manila : Mindshapers
Co., Inc. Cousins, John (2014). Food and Beverage Service: For Level 1 and
Level 2.
The Culinary Institue of America. (2014). Remarkable Service. Hoboken, New Jersey : John Wiley & Sons, Inc.

48
Evaluation of the course

This is the part of the module which is to be answered at the end of the course. It will not evaluate the
teacher.

1. What lesson or activity did I enjoy most? Why?

2. What is the most important lesson which I can apply in my daily life?

3. What are the new insights/discoveries that I learned?

4. What topics do I find least important?

5. What possible topics should have been included?

49
50