Department of Education

SCHOOLS DIVISION OF CITY OF MEYCAUAYAN

Pag-asa St., Malhacan, City of Meycauayan, Bulacan

Learning
Activity Sheet 10
in
Food and Beverage Services
Third Quarter - Week 8
Process Payments and Receipts;
Conclude Food Service; and
Manage Intoxicated Persons
(TLE_HEFBS9-12PP-IIIh-8-j-10)
 PROCESS PAYMENTS AND RECEIPTS

MELC: LO 8 Process Payments and Receipts

LO 9 Conclude Food Service
LO10 Manage Intoxicated Persons
Code: TLE_HEFBS9-12PP-IIIh-8
TLE_HEFBS9-12PP-IIIi-9
TLE_HEFBS9-12PP-IIIj-10

Objectives:
1. Prepare and process bills accurately in coordination with the cashier
2. Verify amount due with the customer, accept cash and non-cash payments
and issue receipts and give required change
3. Complete required documents in accordance with enterprise policy
4. Remove soiled dishes when guest have finished their meal
5. Handle food scraps, and clean and store equipment in accordance with
hygiene regulations and enterprise procedures
6. Clear and reset tables and make ready for the next setting when guests are
finished with the meal
7. Determine levels of intoxication of the customers
8. Refer difficult situations to appropriate person
9. Apply appropriate procedure to the situation and in accordance with
enterprise policy and legislative requirements

Preparing and presenting a bill

The methods by which bills are prepared and processed range from
handwritten dockets to highly computerized systems. The two purposes of a guest's
bill are to inform the guest of the amount to be paid (giving details of what is
charged for) and to act as a control system for the establishment. It can be
presented at the table, at the bar, or at a cashier's desk.

How to process payments and receipts

1. Prepare and process bills accurately in coordination with the cashier.

2. Verify amount due with the customer.
3. Accept cash and non-cash payments and issue receipts.
4. Give required change to the guests or customers.
5. Complete required documents in accordance with enterprise policy.

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 PROCESS PAYMENTS AND RECEIPTS

Presenting the Bill/Check

• Ensure that it is presentable and legible.

• Use judgment and present the check when deemed appropriate.
• Check should be presented in a booklet to the host or placed in the center of
the table.
• After presenting the check, take a few steps and glance back at the table. If
the guest already has cash or credit card ready, it may mean he or she is in
a hurry to leave. If this is the case, try to close the transaction immediately
or as soon as possible.
• Always be discreet, tactful, and gracious.

When Presenting the Bill/Check

• Be alert of signs that guests may want their bill.

• Verify if there have or will be using any coupons or discount for their meal.
• When presenting the bill at the table, place it in front of the host (probably
the person who has asked for the bill on a small plate from the right
• The bill may either be folded or placed in a billfold so that the amount to be
paid cannot be seen by the other guests.
• If there is no obvious host, you may place the bill in the center of the table.
• Bills presented at bars should be presented on a plate, folded or in a billfold.
• Do not hover around waiting for your guests to pay.
• Remain alert, so that when they have to pay (or sign) for their meal, there is
no unnecessary delay while they are waiting for you to collect the payment.

Accepting Payments

Common payment methods include cash, credit cards, the Electronic

Funds Transfer at Point of Sale (EFTPOS) system, vouchers, and other charge
accounts.
• Checks are paid either by credit card or cash.
• If the guest is paying by credit card, follow company guidelines.
• If the guest is paying with cash, ensure that you receive the correct amount,
and return any change with a selection of bills to ensure flexibility in leaving
a tip.
• In handling cash, make sure you count the change twice, and make sure no
bills are dropped as you take the change back to the table.
• Return the check and change on either a tip tray or a booklet, along with the
receipt.
• Do not pick-up tips while guests are still in the restaurant, unless handed
to you by the guest or you are summoned by the guest.

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 CONCLUDE FOOD SERVICE and CLOSE DOWN DINING AREA

When clearing a table between courses, remove all flatware from the Plates,
and place it to the side of the tray. Never stack plates on top of food. Cover the tray
with a service towel before carrying the tray through the dining room to the kitchen.
Remove the tray as soon as the table is cleared.

Clearing Table at the End of the Service

When tables are cleared, do not dump everything on a single tray, but
remove the different articles according to these instructions:

1. Remove the plates in front of the customer with the right hand so that the
stack of plates is on the left hand behind the customer's chair. In this way,
if an accident occurs, the plates held in the left hand will go onto the floor
rather than over the customer.
2. For the side plates, which are on the left-hand side of the cover, clear them
from the left, thus avoiding stretching in front of the customer.
3. Remove all unused food first. For example: butter, bread, rolls, any platters
of unconsumed food, and others.
4. Remove soiled glasses and napkins. Never allow linen to be soaked in oil or
gravy.
5. Remove all the condiments, sauce, salt, pepper, and others.
6. In a separate tray or plate remove all unused silver items.
7. Never mix unused silver items with soiled ones. You may have to make more
than one trip for this.
8. When the guests have left, clear the used and soiled items on the tables and
service areas prepared for use again.
9. Turn off electrical equipment when appropriate.
10. Reset the tables and work areas.

Crumbing/Brushing down

Tables are usually crumbed down after the main course and side plates have
been cleared. The most commonly used equipment is a dinner plate and a folded
service cloth.

The following are the procedures in crumbing down using a service plate and
cloth:
• Make sure the side plates, cruets and other items no longer required have
been removed.

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 CONCLUDE FOOD SERVICE and CLOSE DOWN DINING AREA

• Hold the plate on the flat of your left hand with your hand under the center
of the plate. Brush down from the guest's left (from where the side plate was
before it was cleared.
• Hold the plate just under the edge of the table with your left hand.
• Brush the crumbs on the plate using a folded service cloth held in your right
hand.
• Do not flick the crumbs but brush them steadily towards you with the folded
service cloth.
• Move around the table crumbing down each guest’s place as required,
finishing with the host.

Bidding the guest goodbye

• When guests are departing, servers should have four distinct objectives:

➢ To make sure their experience in the restaurant was pleasurable

➢ Thank them, by name if possible, for their patronage with a big smile
➢ To invite them back for another visit soon
➢ To make sure their last impression is a positive one

• The farewell should be warm and friendly, and as personal as possible.

• If you are not too busy serving other guests, assist those departing by moving
their chairs for them, collecting their personal belongings (not forgetting
coats, hats, bags, umbrellas) and offering to call for a taxi if needed.

• If you are serving others, acknowledge their departure with a nod and a
smile.

• If you can, wish them a "Good day or Good evening and thank them for
coming

• If you know the name, use it: "Good night, _______________. We look forward
to seeing you again soon."

• Check the table to ensure that guests have not left any belongings behind.

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 MANAGE INTOXICATED PERSONS

Intoxication is a term used to describe a change in perception, mood,

thinking processes, and motor skills that results from high levels of alcohol on the
central nervous system.

Signs of intoxication
The following signs can give you an idea of whether or not a person is
intoxicated. Signs of intoxication include:
1. Loss of coordination
• Being clumsy
• Eyes seem unfocused or glassy
• Bumping into furniture and other people
• Staggering
• Falling down or tripping over things
• Inability to walk in a straight line
• Inability to do basic tasks like lifting a glass
• Knocking things over.

2. Change in speech
• Having trouble talking in a normal manner
• Speech becomes slower and slurred
• Volume of speech becomes louder
• Person becomes outspoken.

3. Moods, behaviour and conduct

• Big changes in mood over time.
• Personality changes
• Becoming isolated from group
• Inappropriately affectionate
• Extremely outgoing
• Wanting to cause arguments
• Being over affectionate to strangers.

4. Quantity of alcohol consumed

• The amount of drinks consumed
• The rate of consumption
• They are ordering more drinks at a time
• The types of drinks – normally become stronger
• Complaints about strength of drinks.

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 MANAGE INTOXICATED PERSONS

Smell of alcohol

It is safe to assume a good indicator of intoxication is if a person has a strong

smell of alcohol, combined with any of the before mentioned signs.

Body language

Understanding body language is a very effective way to determine the

intoxication of a person and the manner in which the situation may be addressed.
Following is a helpful chart that helps explain a person’s body language.
Reading body language:
Aggressive (angry) Assertive (in control) Passive (weak)
Posture Leaning forward Upright or straight Shrinking
Head Chin out Firm Head down
Eyes Strong focus, Good, regular eye Looking down or
piercing, staring contact away, little eye
contact
Face Set or firm Suitable expressions Smiling even when
upset
Voice Loud and emphatic Calm and clear Hesitant or soft
Arms / Hands on hips, Relaxed, moving Aimless and still
Hands fists, sharp easily, open palms
gestures, pointing,
jabbing
Movement / Slow and pounding, Measured pace Slow and hesitant,
Walking fast and deliberate fast, and jerky

Tool to help identify intoxication is: Remember CAUSE

- Coordination
- Alcohol Smell
- Unsteady
- Slurred Speech
- Eyes Glazed

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 MANAGE INTOXICATED PERSONS

The following are tips in refusing service to an intoxicated customer:

• Do not cut anyone off in front of others. The manager should invite the
person to the office or pull him aside to break the news. Remember to keep
everything factual.
• Discreetly give the person's friends the same information. Tell the person the
guest is with that you are not serving him/her anymore.
• Make sure that the guest has a ride home. If he/she does not, call a cab and
make sure he/she gets into it.
• Do not make a big deal out of cutting a guest off, be firm. It is for their own
good.

Steps when handling intoxicated customers

The following T-A-K-E C-A-R-E steps can help resolve matters involving
intoxicated patrons.
Tell early Clarify refusal
Avoid put-downs Alternatives
Keep calm Report
Ever courteous Echo
1. Tell early. If staff are aware of early signs of intoxication, they are able to
help provide assistance to customers.
2. Avoid put-downs. You must be respectful in your approach with people. Do
not judge them or talk down to them.
3. Keep calm. Whilst it is not uncommon for intoxicated persons to talk in a
rude manner to you, remember you are just doing your job and try not to
take the comments personally.
4. Ever courteous. Regardless of the way that you may be treated by a specific
customer, you must respect the customer and be professional and polite.
5. Clarify refusal. You need to explain why a person may be refused a beverage,
entry into the premises or the right to remain on the premises. Be practical
in your explanation and stick to the facts.
6. Alternatives. If handled in a prompt manner, a staff member will be able to
provide and explain a range of alternatives including switching to soft drinks
or eating a meal, which will allow the customer to remain on the premises.
7. Report. Ensure other people are aware of what is happening. For legal
reasons you may be required to keep a written record of events as they
happen, and the approach taken.
8. Echo. Notify a friend of the intoxicated person why certain actions are taking
place. They may be in a more controlled state and understand the situation
more clearly.

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 ACTIVITY 1: Make it in Order!

A. Directions: Below are the ways in presenting a bill to the guest. Arrange the
items in chronological order by writing numbers 1 to 5. Write the answers
on a separate sheet of paper.

________ 1. Place it in front of the host on a small plate from the right

________ 2. Ensure that the check is presentable and legible

________ 3. Remain alert so that there is no necessary delay while they are waiting
for you to collect the payment

_________ 4. Be alert of signs that guests may want their bill.

________ 5. Leave the guests in their own time.

B. Below are the ways in removing the different items on the table. Arrange the
items in chronological order by writing numbers 1 to 5. Write the answers on
a separate sheet of paper.

________ 1. Remove soiled glasses and napkins.

________ 2. Remove all the condiments, sauce, salt, pepper, and others.

________ 3. Never mix unused silver items with soiled ones.

_________ 4. Remove all unused food first.

________ 5. Turn off electrical equipment when necessary.

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ACTIVITY 2: TRUE or FALSE

Directions: On a separate sheet of paper, write TRUE if the sentence is correct

and if it is false, rewrite the sentence and make the idea correct.

_________ 1. The bill may either be folded or placed in a billfold so that the amount
to be paid cannot be seen by the other guests.

_________ 2. Never allow linen to be soaked in oil or gravy.

_________ 3. Notify a friend of the intoxicated person to understand the situation

more clearly.

__________ 4. Understanding body language is not an effective way to determine the

intoxication of a person.

__________ 5. The farewell to the guest should be warm and friendly, and as
personal as possible.

__________ 6. It is not necessary to verify the amount due with the customer
because the cashier has records.

__________ 7. Make sure that the guest has a ride home.

__________ 8. Spilling drinks or even missing their own mouth when drinking is one
sign of intoxication

__________ 9. Never mix unused silver items with soiled ones.

_________ 10. When guests are ready to leave, assist them with their chairs and
their jackets if any and ensure that guests have not left any
belongings behind.

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ACTIVITY 3: WHAT I CAN DO

Performance Task:
➢ Role play the correct way on how you will manage an intoxicated customer.
➢ Make a video presentation of your role play. The rubrics below will be used for
assessment.

ASSESSMENT
CRITERIA Excellent Very Satisfactory Needs TOTAL
(5pts) Satisfactory (2pts) Improvement
(3pts) (1pt)
Levels of intoxication
of the customers are
determined

Difficult situations
are referred to an
appropriate person

Appropriate
procedures are
applied to the
situation and in
accordance with
enterprise policy
Legislative
requirements are
applied

References

Axier, Bruice H. and Carol A, Litrides. Food and beverage Services(John Walley
and Son Inc, 1990)

Food and beverage Services Manual. 2017. Undertake Suggestive Selling.

Department of Education Bureau of Learning Resources (DepEd-BLR)

Samson Roldan, Amelia and Bernito Tanonan Edica, Food and Services and
Bartending (Metro Manila:AR Skills Development & management Services
2008)

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 All Rights Reserved
2020

ACKNOWLEDGEMENT

CAROLINA S. VIOLETA, EdD

Schools Division Superintendent

JERRY D. CRUZ, PhD, CESE

Asst. Schools Division Superintendent

DOMINADOR M. CABRERA, EdD

Chief, Curriculum Implementation Division

EDWARD C. JIMENEZ, PhD

Education Program Supervisor- LR Manager

RAMILO C. CRUZ, PhD

Education Program Supervisor, EPP/TLE/TVL

LOUIE P. DEL ROSARIO

KLEAVHEL C. FAMISAN
SHARMAINE ESQUILLA-MENDOZA
Content/Language/Layout Editor

LOUIE PAGUIO DEL ROSARIO

Developer/Writer

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