F&B Reviewer.pdf

FOOD & BEVERAGE Front-of-House: o Servers: Delivering exceptional service and creating --- Restaurant Service --- a memorable dining experience for gue...

FOOD & BEVERAGE Front-of-House: o Servers: Delivering exceptional service and creating --- Restaurant Service --- a memorable dining experience for guests. Food - Any nutritious substance that people or animals o Bartenders: Mixing drinks, interacting with eat or drink, or that plants absorb, to maintain life and customers, and managing a busy bar environment. growth. o Hosts/Hostesses: Greeting guests, managing to wait Beverage - Something you can drink; a liquid for lists, and ensuring a smooth flow of diners. drinking. o Bussers: Clearing tables & restocking supplies Service - It is the total experience that a guest gets from o Sommeliers: Wine experts who curate wine lists, the performance of the people serving a need. pair wines with food, and educate guests about Restaurant - food outlet that serves food and beverages different grape varieties. to dine-in customers o Restaurant Managers: Overseeing all aspects of the restaurant operations, customer satisfaction Food and beverage service is a dynamic industry Back-of-House: covering a wide range of job roles. From baristas to head o Chefs: Leading the culinary team, developing waiters, mixologists, and sommeliers, it is a career with menus, preparing dishes, and ensuring the highest many development opportunities. quality of food. o Line Cooks: Working on specific stations in the Importance of Service Food Industry kitchen, specializing in grilling, sautéing, baking, or Economic Impact: The food service industry is a other cooking techniques. major contributor to the economy, generating o Sous Chefs: Assisting the head chef in managing billions of dollars in revenue and employing millions the kitchen, supervising line cooks, and ensuring of people around the world. smooth kitchen operations. Social Impact: The food service industry provides o Pastry Chefs: Creating delectable desserts, pastries, more than just sustenance; it also plays an important and bread, focusing on the sweet side role in our social lives o Dishwashers: Maintaining a clean and sanitary Innovation: constantly evolving, with new trends o Food Runners: Delivering prepared food from the and technologies emerging all the time kitchen to the wait staff, ensuring timely service to Cultural Exchange: introducing people to new diners. cuisines and flavors Beyond Traditional Roles: o Food Stylists: Making food look visually appealing Scope of the Food Service Industry for photography, advertising, or social media. 1. Restaurant Segments: o Food Bloggers/Critics: Sharing culinary experiences a) Fine Dining – high-end, impeccable service, white and insights with audiences online, tablecloths, and crafted gourmet dishes o Nutritionists/Dietitians: Developing and promoting a b) Casual Dining - Family-friendly restaurants with a healthy menu relaxed atmosphere o Food Scientists/Technologists: Researching and c) Fast Casual - A blend of fast food and casual developing new food products, packaging, and dining, offering quick service (Chipotle) processing techniques. d) Quick Service Restaurants (QSRs): The epitome of o Restaurant Consultants: Providing expert advice to fast food, these chains prioritize speed (Mcdo, kfc) restaurants on menu development, operational 2. Beyond Restaurants efficiency, and marketing strategies. a) Catering – private parties & corporate function b) Institutional Food Service – hospitals, schools, HISTORY OF THE FOOD SERVICE INDUSTRY specialized menus & dietary restrictions > A restaurant owner is called a restaurateur; both c) Vending – self-service through machines words derive from the French verb restaurer, meaning d) Grocery Stores – supermarkets offering ready-to- "to restore". Professional artisans of cooking are eat meals, salads, and snacks called chefs. 3. Food Delivery & Online Ordering – virtual > The first restaurant proprietor is Monsieur A. 4. Technological Advancements – constantly Boulanger, a soup vendor, who opened his restaurant embracing new technologies to improve efficiency business in Paris in 1765. 5. Sustainability - sourcing local and seasonal > Marcus Gavius Apicius wrote the first cookbook and ingredients, reducing food waste, and using eco- poisoned himself when he realized that he would be friendly packaging. going broke and couldn’t obtain exotic ingredients and he would rather die than go hungry Career Opportunities in the Food Service Industry > Catherine de Medici introduced Haute cuisine, an Chef de Salle (Shef duh sahleh: Head Waiter) – elaborate and refined system of food preparation and generally in charge of the overall service for an entire the use of silverware dining room. > The first “luxury” restaurant to open its doors in Paris Chef d’etage (Shef duh tazh: Captain Waiter) – he deals was La Grande Taverne de Londres, founded in 1782 most directly with the guests once they are seated. The by Antoine Beauvilliers. captain waiter explains the menu, answers guest’s > By 1804, there were over 500 restaurants in Paris. queries, and takes the order. > The great culinary establishments of 19th century Chef de Rang (Shef duh rahn: Front Waiter) – he ensures Paris included the Wry Restaurant, whose menu listed that the table is properly set for each course, that the twelve soups, twenty-four fish dishes, fifteen beef food is properly delivered to the table. dishes, twenty mutton (red meat) specialties, and Commis de Rang (koh-mee duh rahn: Back Waiter) – scores of side dishes. In 1869, the Wry was merged generally the first position assigned to new dining room with a neighboring restaurant to form the Le Grand workers. He clears the plates between courses Vhfour, which still ranks near the top among French restaurants. Another great restaurant of the era, the Cafe Anglais, by Chef Adolphe Duglare, who created the famed “Three Emperors Dinner” in 1867 for three well-heeled diners: Tsar Alexander II of Russia, his son, the future Alexander III, and William I, the future emperor of Germany. Drive-In Restaurant - patrons are served food in their vehicles, dating back to pre-World War II (1950s) - Glendale, California in 1936. The Twentieth Century: - more people were working = eating out at more WHY PEOPLE OPEN A RESTAURANT? lunchtime restaurants § Passion for food - World War II in the 1940s, the lodging industry § Entrepreneurial Spirit prospered as people traveled for war reasons § Community Building - After World War II, the quick-service restaurant § Financial Success segment of the industry grew quickly. § Creative Expression - 1960s, commercial air travel § Making a Difference - 1921, Ray Allen and Frank Wright: A&W root beer founders created the first franchise allowing others Buying to sell their root beer Pros: Established track record, existing customer base, brand recognition (if buying a franchise), potentially a DINING BRIGADE SYSTEM shorter timeline to revenue. Brigade de cuisine (French: dining and kitchen Cons: Initial investment cost can be high, limited control brigade) is a system of hierarchy found in restaurants over concept and menu, may inherit existing problems, and hotels employing extensive staff, commonly referred due diligence required to assess franchise or to as "kitchen and dining staff” restaurant health. The concept was developed by Georges Auguste Building Escoffier. This structured team system delegates Pros: Complete control over concept, menu, and brand, responsibilities to different individuals who specialize in potential for higher profit margins, unique experience. certain tasks. Cons: Highest risk with a longer time to profitability requires significant upfront investment and ongoing capital, and no guarantees of success Franchising Pros: Leverage on established brand and business model, reduced risk and faster growth potential, lower startup costs, training, and support from the franchisor. Maitre d’hotel (Dining Room Manager) – holds the most Cons: Less control over operations and menu, ongoing responsibility for the front-of-the-house operation. royalties and fees to the franchisor, limited flexibility Chef de Vin (Shef du van: Wine Steward) – known as a and innovation, a franchisor can dictate operational Sommelier who is responsible for all aspects of guidelines. restaurant wine service, wine purchase.  Managing daily work. This is a reality that all food and beverage Pros: Lower financial risk, steady income from operations have to deal with daily. managing established restaurant, gain experience A) Customers: They are the reason for doing business. without full ownership burden. The customer is king and unless the establishment Cons: Limited control and profit potential, job security responds to the changing wants and habits of the depends on the restaurant owner customers, it is doomed for failure. B) Employees: Employees are the ones who fulfill the --Breakages Are Caused by The Following Factors:-- objectives of the organization and create the customer MECHANICAL IMPACT - Result from an object-to- experience. object contact. C) Suppliers: deliver the raw materials of the right THERMAL SHOCK - The abrupt exposure of quality, quantity, and price at the right time consistently breakable equipment (like glasses, chinaware, etc.) from to the establishment thereby helping it in doing business. cold to hot temperature or vice versa D) Service Agencies: The local government agencies of IMPROPER HANDLING AND MISUSE OF the federal and local governments play an important role EQUIPMENT - Using equipment for a purpose Intermediaries: Intermediaries such as distributors, IMPROPER RACKING AND STACKING - Stacking retailers, and restaurants can help businesses to reach glasses and stacking chinaware that are of different sizes their target customers. INATTENTIVENESS OR ABSENT- The organization itself: The organization itself also MINDED-NESS - Accidents often occur when food plays a role in its microenvironment. This includes servers are absent-minded or inattentive while executing factors such as the company's culture, its management service especially when they are carrying heavy trays team, and its financial resources. and breakable equipment. IMPROPER BUSSING - Use 3 S’s (scrape, stack, and WHAT IS TABLE SKIRTING? segregate) heavy items at the center to decorate tables to be used for different kinds of - Appropriate trays are used- a bar tray with a cork for occasions, for elegance, and to cover the actual table. bar items; a rectangular tray or oval tray for chinaware Table skirting is a fine art. It is a way to express your ENVIRONMENTAL FACTORS - Presence of safety themes and colors and portray a storyline for your event. hazards that can cause accidents o continental/ single pleat o pleated box-type A Macro Environment is the larger external o fluting surroundings that influence an operation. They are o daddy’s tie largely unpredictable and uncontrollable. o butterfly 1) Political Environment: The local and federal government o ribbon passes laws that control all F&B o candle 2) Economic Environment: The economic conditions of a o over-all design region influence the customer’s buying power and also the cost of running the operation. 3) Social Environment: This has a great impact on how the --The Food Service Industry – F&B operation runs to find the acceptability and patronage All establishments where food is regularly served of the target market. outside the home. 4) Technological Environment: Technology is changing the way people work and has revolutionized work practices CLASSIFICATION OF FOOD SERVICES 5) Media: press, travel, writers, gourmet writers, television, Commercial – Food service operation in which the sale and radio, etc. of food is the primary activity and a profit is desired 6) Environmental: climate change and resource scarcity can (Fast Food, Full-Service Restaurants, Casual Dining affect the availability and cost of ingredients, as well as the Restaurants, Fine Dining Restaurants, cafes, coffee shop) way food is produced o Food Bars - refrigerated or heated glass counters 7) Legal: food safety laws, labor laws and intellectual o Food Courts - variant of fast-food operations property laws brought about by the emergence of malls 8) Competition: highly competitive, with both large and o Cafeterias – food display on counter and prices small players vying for market share Institutional (On-Site or Non-Commercial) - sale of 9) Consumer trends: Consumer trends are constantly food is secondary to the goal changing, and businesses need to be able to adapt their o Industrial – food programs in factories & corp. offer o Hospital – dietary foods o Schools - Varies as much as the size and location of A Micro-Environment has an immediate influence on schools involved o College/University – Residential Hostel (build-in Stir food stored in the steam table to prevent burning meal costs in the total fee structure); Food courts and ensure uniform temperatures. Military - dining hall and food court meal service for Cool hot foods in containers no more than five inches troops; commission & noncommissioned deep whenever possible. o Correctional Facilities - Prisons have their cooking Wash all raw produce before preparation. programs Do not store food or containers of food on the floor. Opened bags of bulk ingredients such as flour, rice, and grains must be placed in containers with tight-fitting lids --Hygiene and Sanitation – to keep out rodents and insects HYGIENE is conditions and practices that serve to promote or preserve health; the science concerned Display and Service with the maintenance of health. All foods on display must be protected from SANITATION is the state of being clean and conducive contamination or handling by the public by using any of to health; means of promoting health through the the methods listed: prevention of human contact with the hazards of waste. Individually wrap the item Place the item under an approved sneeze guard Sanitation Guidelines: Put food items in an approved dispenser Employee Hygiene Practices All employees must wash their hands with soap and Dishwashing and Utensils water when they arrive at work and before starting food All dishes that are used by the public must be cleaned preparation. and sanitized after use. This may be done using a All employees must wash their hands with soap and commercial dishwasher using high temperature (>180) water after using the toilet, and after covering their an approved sanitizer or a three-compartment mouth or nose after sneezing or coughing. commercial sink, using the method described below. Employees must wear clean clothes. Wash dishes in the three-compartment sink using all Employees with long hair must wear hats, hair nets, or three compartments in this order: another form of hair restraint approved by EHS Compartment #1: water with dish soap. (Environment, Health and Safety). Compartment #2: clear rinse water. Employees with cuts or sores on their hands must wear Compartment #3: water with bleach. Use ¼ cup bleach disposable latex gloves, finger cots, or other waterproof to 5 gallons of water. covering, as needed. Note: other sanitizers such as iodine and quaternary Employees with diarrhea or severe coughing are not ammonia compounds may be used. Check with EH&S allowed to work. before using these compounds. Employee coats and other private articles must be stored in a designated area. Cleaning and Sanitation Employees should eat only during assigned breaks, not Equipment such as slicers and blenders must be taken while working in the kitchen. apart and cleaned at the end of each day they are used. If Food preparation areas are limited to employees only. the slicer is used for raw meat, it must be cleaned and Visiting with friends is to take place only in public areas sanitized before re-use on other products. of the restaurant. All floor surfaces are to be swept and mopped daily. All countertops are to be cleaned and sanitized daily. Food Handling and Storage Practices Cover all prepared food stored in refrigeration units. Equipment Use foil, plastic wrap, or a tight-fitting lid. Do not use All equipment used in the facility must meet the cloth covers. standards of the National Sanitation Foundation or be Store all prepared food above raw meat or unwashed equivalent in construction. Equipment meeting this produce. standard will have a blue NSF stamp on it. Defrost frozen meats, fish, or dairy products in one of the four ways listed below, not at room temperature. The basic goal is to provide food that is safe and free In the refrigerator of contamination During cooking 1. Types of contamination (Physical, Chemical, In a microwave Microbial, Allergenic) Under cold running water, if it is wrapped 2. Bacterial Meat, fish, poultry, dairy products, tofu, cooked beans, 3. Chemical and cooked rice must be kept above 140 degrees or 4. Particulate below 45 degrees Fahrenheit In preparing foods… Food Safety Concerns Keep raw food away from ready-to-eat or cooked food. Every F&B Services business must also be concerned Keep all food away from chemicals. about food safety and adhere to the safety of the food Keep cold or frozen foods out of the refrigerator or and beverages it serves. It must ensure − freezer for as short a time as possible. Marking Date on Food − The perishable ready-to-eat Wash all raw fruits and vegetables before preparation. food refrigerated for more than 24 hours must be marked Cover food during preparation. at the time of preparation to indicate the date by which When plating food, avoid handling tableware that may the food should be consumed. touch people’s mouths. Storing of Food − Hot and cold foods and beverages Never plate food that has touched the floor, unwashed need to be stored at the right temperature. The food hands, or dirty equipment. temperature measuring devices must be accurate. Always use tongs or scoops when necessary. Wear latex Cleaning Equipment − The area and facilities allocated gloves, and never touch prepared food with your hands. for cleaning food preparation and service equipment Wipe up spills promptly. must be large enough to immerse the utensils and Hold food at proper temperatures. Some safe holding sanitize them. temperatures for food are: Limiting Cross-Contamination − Storing raw food such Stuffed meats and reheated leftovers: 165 degrees as raw meat or vegetables from cooked food is essential Fahrenheit (74 degrees Celsius) or above to avoid cross-contamination of the food. Employing FSS − The F&B Services businesses must PERSONAL HYGIENE & SANITATION employee at least one Food Safety Supervisor GROOMING Safety of F&B Services Staff Importance: Hygiene and safety of food start right from selecting raw To kill bad bacteria materials carefully, preparing food with health and safety Avoid Bad breath & body odor cautiousness, and serving it in a clean environment. Good Health & Prevent Sickness The service staff must − Attend duty in a clean and tidy uniform. There are three main sources of food contamination: Wear less jewelry while working. This avoids 1. Physical − This is accidental and is caused by entangling articles and calling for trouble. employee carelessness. The major culprits are air, dust, Be aware of the equipment and their appropriate smoke, and dirt; must be properly covered and stored. application. 2. Biological − This contamination is caused by Be careful of handling hot food and beverages. pathogens and microorganisms such as bacteria, molds, Clear spillages on the floor immediately. parasites, and fungi. Never run in the workspace. 3. Chemical − It is the accidental contamination of food caused by cleaning solvents, pest control sprays, or other ETIQUETTE chemicals used in the entire food production chain. -Forms required by good breeding, social conventions or rules of decorum (dos and don’ts) How to wash your hands? -System of principles that govern proper behavior Wet > Apply soap > Rub together > Rinse > Dry > -Speaks a person’s good conduct which should start Turn off taps with a paper towel from childhood and become a way of life through adulthood. Hygiene Concerns of F&B Services Staff -It is having a complete understanding of how to Personal hygiene is essential when one handles the food conduct yourself when entertaining/being entertained. or beverage that the other is going to consume. The service staff must follow the given basic principles − Personal Hygiene/ Grooming It is said that the hygiene starts from home. Perform - arriving at the event 15 minutes earlier is better. your daily cleanliness regime without any excuses. -15 minutes of tardiness is allowable. Wash hands and arms immediately − -Dress appropriately for the occasion from head to toe. O When you come from the toilet. - Come to the table neat and clean. O When you sneeze, blow your nose, yawn, or cough -Wash your hands before coming to the table for a meal. cover your mouth with your hands. -Do not comb your hair or apply make-up at the O After eating food, tobacco, or touching animals. dining table. O After you touch hair, scalp, skin, or any body-opening. POSTURE: Uniform must be CLEAN and IRONED -Sit up straight. -Arms must be near your body, don’t put your elbows on GENERAL RULES IN TABLE ETIQUETTE (part 1) the table. (1) Arrive at least 10-15 minutes before the start - elderly and important persons/guests are seated first. (2) Pass food from left to right. - Ladies are ahead going to the table before the (3) Say please and thank you. gentlemen. Gentlemen seated the ladies to the right. (4) Salt and pepper are always pass both. - once seated, keep the feet flat on the floor. (5) Food is served from the left/ Dishes are removed from the right. USE OF TABLE NAPKIN (6) Scoop the food away from you. -Keep the napkin half-folded with the open ends towards (7) Taste it first before seasoning it. (8) Don’t blow on your food to cool it off. your body. (9) Keep elbows off the table. - Do not shake it out and tuck it into your shirt or blouse. (10) Don’t talk when your mouth is full. - Lay it across your lap. (11) Chew with your mouth closed. - When it dropped on the floor, ask for another one. (12) Eat in small bites only. - Don’t use it for wiping sweat, lipstick etc. (13) Do not blow your nose at the dinner table. - Avoid leaving lipstick marks. (14) Turn off your cell phone or switch it to silent mode. - Do not use the napkin to spit out foreign materials. (15) Don’t use a toothpick or apply makeup at the table. - Use the corners of the napkin to dry your lips or (16) Be a gentleman. remove some grease before drinking. - After eating, do not fold your table napkin neatly or roll /tuck into the ring. The food service industry is a fast-paced and demanding environment where attitude and teamwork are crucial 2 GENERAL FORMS OF FORK ETIQUETTE: for success European Style ATTITUDE: -This is also called the continental style, it is to § Positive and Professional (welcoming atmosphere) hold the fork in the left hand and the knife in the § Resilient and adaptable (bounce back from setbacks) right hand. § Problem-solving oriented American Style TEAMWORK -This is also called the zigzag method; the knife is § Effective Communication (Coordination & initially held in the right hand and the fork in the left. cohesion) -The knife is then set down on the plate, the fork is § Collaboration and Cooperation transferred from the left hand to the right hand, and the § Mutual respect and trust food is brought to the mouth for consumption. DISCIPLINE Bread And Butter Knife Maintaining composure - allows you to respond -Used only for bread and rolls; break your bread into professionally and avoid escalating situations. bite-sized pieces and butter them by pieces. Time management - Efficient time management ensures Salad Fork smooth operations, meeting deadlines, and delivering - used to cut soft vegetables in your salad bowl using orders promptly your right hand; When you are finished eating the salad, Following procedures - Adherence to established position your cutlery across the salad plate, in the “five procedures ensures consistency, quality control, and o'clock position” with the tines of the fork placed safety in food preparation, service, and sanitation downwards. BASIC COURTESY TABLE ETIQUETTE: Greeting guests warmly and professionally - sets a Do more listening and observing than talking positive tone for the dining experience. It is acceptable to spit out seeds or pits of fruit with Active listening and attentive service your hand and place it on your plate. Using respectful language and communication – builds Choose pleasant topics and not sad/bad news. rapport with customers Modulate your voice. Speak softly and laugh quietly or Responding to requests promptly and efficiently just smile. Do not eat and run. Benefits: Do not smoke while you're at the table. Increased customer satisfaction Never correct the guest’s grammar or pronunciation. Improved teamwork and communication Keep an eye contact when listening. Enhanced brand reputation  MENU PLANNING PRINCIPLES AND FACTORS --MENU – TO CONSIDER According to Evangelista (2019): Menu planning principles include balance, nutritional Everything starts with the menu quality, aesthetics, and variety, including color, texture, The menu dictates much about how your flavors, shapes, and sizes of food. The operation will be organized and managed, the The equipment and personnel available to produce extent to which it meets its goals, and even how and serve the menu are also important considerations in the building itself - certainly the interior - should be planning the menu; the effective food service designed and constructed. the manager also has to consider costs, production, and Defines a list of available foods offered in any food other management issues. service operation. § customer satisfaction and § management decisions IMPORTANCE OF THE MENU Customer satisfaction. Knowing your customers (and § Everything starts with the menu your potential customers) § The menu dictates much about how your operation Always keep the sociocultural background and food will be organized and managed, the extent to which habits and preferences of the customer in mind when it meets its goals, and even how the building itself - planning menus. certainly the interior - should be designed and the influence of nutrition and government constructed. regulations, our knowledge of nutrition is influencing § Defines a list of available foods offered in any food the way we eat; many nutrition trends, such as smaller service operation. portions, ethnic foods and gluten-free diets also affect § For guests, it communicates the operation’s image. It menu planning, think about the new food products that contributes to the overall dining experience by have become available in your grocery store or your helping to set a mood and build interest and local restaurants in the last year. excitement. § Noncommercial food service operations, § For production employees, it dictates what foods particularly in schools and in healthcare settings, must be prepared. have a nutrition mandate from both the government § For service employees, their task is influenced by and the customer. When it comes to feeding what items are offered on the menu. children and the elderly, many other different § For managers, it is the chief in-house marketing and issues surface sales tool. § Some of these issues involve foods and § It tells what F&B items must be purchased what surroundings unfamiliar to kids, and the ability of equipment must they have to have, the number of older patients to chew and swallow. employees they need to hire, and their skill level. Aesthetics, not to be forgotten is the issue of aesthetics. You’ve heard it many times before: we do eat with our TYPES AND CATEGORIES OF MENUS eyes. How our food is presented, along with texture, 1. Static/Fixed Menus consistency, color, shape, and the preparation method, 2. Cycle Menus influences how we feel and what we think about a menu. 3. Daily (single-use) MANAGEMENT DECISIONS Other ways to categorize menus To plan a good menu, you need to consider the Function of the menu following factors: Meal/Time Period food cost and budgetary goals of the food service Style of service operation Pricing styles production capability, including available Amount of selection equipment and personnel type of service and food delivery system TYPES OF MEALS availability of foods Breakfast philosophy of the business and food service operation Brunch Cross-utilization - This “best practice” involves using Lunch one food product in multiple ways. High tea Elevenses “Truth in Menu” also referred to as accuracy in menus Dinner Accuracy in menus addresses any of the following: Supper quantity quality  Price --Table Reservation – brand names A table reservation is an arrangement made in production identification advance to have a table available at a restaurant. points of origin merchandizing terms 1. Pick up the phone before 3 rings. food preparation 2. Greet the caller according to the time. Remember verbal and visual presentation, and First Impression is the Last Impression dietary & nutritional concerns 3. It is advisable to greet in this way “Good morning. This is Cafe Santa Isabel, thank you for calling, I’m MECHANICS MENU CARD Marlon. How may I help you?” 1. Capitalize all words except articles and prepositions 4. Try to identify the caller ‘s gender by his or her 2. The items that compose meals should be grouped by sound. Repeat the name with Mr. or Ms. Caller may be courses, beginning with the first course (appetizer) hurt if you by mistake call him wrongly. 3. When an item on the menu has a special 5. Try to understand why the caller calls. In a hotel, accompaniment, you may either place the main item to people call not only to make reservation but also to get the left and the accompanying item to the right, or you information, arrange a party, send a message to a guest may center the main item and write the accompanying or making a business deal, etc item underneath 6. If the caller calls for a restaurant reservation and if he 4. When a dish is accompanied by 2 or more items, is not a repeat guest then you should try to give a short center the former space of the letter on the same line to overview of your restaurant including the restaurant’s the right and left, or write them on the line features and amenities, specialty, special offers you are 5. The beverage appears as the last item of the courses offering, etc. with which it is served 7. In the meantime, look at the status or reservation 6. Such items as butter, cream, sugar, or salad dressing is chart or logbook. So always be updated especially about not written on the menu unless the particular interesting dining room status and events in the restaurant. or different 8. If the caller requested a date that indicates “Fully 7. Plan the spacing and arrangement of the items on the Booked” which means you are unable to give a table menu to be symmetrical. Allow extra spacing between reservation for the specific date or time then very courses. politely say sorry to the guest and let him/her know why you are unable to give reservation. SEQUENCE OF MENU 9. If you and the caller are satisfied with the date or time 1. Appetizer (Hot/Cold) you’ve given to them for the reservation then ask for 2. Soup (Hot/Cold) some information from them. 3. Salad Collect this information with proper spelling: 4. Fish a. Name of the Guest 5. Entrée/Main Course (Protein, Starch, Veg side b. Contract Address and number dish) c. Date of arrival 6. Dessert (Hot/Cold) d. Time of arrival 7. Beverages e. Date of reservation made f. Mode of payment MENU ENGINEERING g. Reservation made by Menu engineering is a way to design a menu to push h. Special request or remarks your most profitable dishes and up-sell to your guests. 10. Repeat all the information the caller gives and at the The goal is simple: to increase profitability per guest. same time give him reservation conformation number. 11. After settling everything, thank the caller for his patience and calling you. Basic Phraseology – Table reservation procedure Answering the phone – greet Acknowledging – certainly, yes of course Standard questions -May I have your name, please? -When would you like to book your table? -A table for how many guests? -Where would you like to sit? -Do you prefer a smoking area? (Only applicable) When you check the reservations TABLE SERVICE, AND TABLE SKIRTING, SET logbook: THE MOOD / AMBIANCE OF THE DINING AREA -Please excuse me, (name), while I check the reservations. Table service is a style of food service where the diner -Please allow me to put your call on hold, while I check sits at the table and is served by a waiter/waitress. This is the availability. the oldest form of service which is preferred by those -Just one moment, please busy people who wish to relax and eat meals leisurely. Returning to the caller - Sorry to keep you on hold Confirming the details – no. of pax, date, time, name, AMERICAN SERVICE number This is less expensive and speedy Saying Goodbye – thank you One waiter can serve may guests. When a table is not available or where the guest wants Also known a s "Plated Service" one: I’m afraid we don’t have a table at that time. Would (2.30) be suitable? Offer and Alternative --Prepare Service Stations and Equipment— Items commonly found at a waiter’s station will reflect the service to be provided and can be expected to include: a. Menus and wine lists b. All main types of cutleries-usually held in drawers Servers serve all food items from the left side of the c. Service plates, cups, and saucers guest using the left hand and serve beverages from the d. Table napkins right side of the guest using the right hand. e. Service trays In informal occasions, bread is served in a basket, but in f. Salt and pepper shaker formal occasions the serve reserve bread using tongs to g. Sugar bowls place the bread on p plates and fork to serve butter. h. Docket book and pen or electronic equivalent i. Toothpicks RUSSIAN SERVICE j. Condiments – sauces Service à la russe (French: "service in the Russian style") k. Tabasco, mustard, extra butter is a manner of dining that involves courses being l. Spare glassware brought to the table sequentially. It contrasts with service àla française ("service in the French style") List of standard service equipment and supplies - Servers place all food items on silver platters attractively when all food preparation is done - Manager is responsible for controlling labor and product cost FRENCH SERVICE - Employs two waiters/ waitresses for each station. The chef de rang or chief of rank is the principal waiter. He takes the orders, serves all drinks, and finishes the preparation of the food at the table. He is assisted by the commis de rang or waiter/ waitress who takes the orders to the kitchen.  An accepted temperature range for dining areas is 20ºC - 26ºC, while other properties will make the room cooler during summer and warmer during winter. Lighting adjusted according to the time of day and the establishment style. Lighting is the main way in which ambiance is created and the combination of up lights and downlights, the use of dimmer and colored lights all combine to produce a required setting. Checks must be made to ensure: BUFFET SERVICE No blown bulbs A counter or table from which meals or refreshments are No flickering fluorescents served. Dimmers are set at the correct setting Lights are on or off as required FILIPINO SERVICE A fresh smell. This is used by many Filipinos. Music organized as appropriate It is a table service without a waiter/waitress. -Music should aim to: All courses are served on the table with a serving spoon Provide a background to the dining experience for each course. Mask conversations of other patrons Create atmosphere. TRAY SERVICE It is a style of service that does not make use of the casual dining table but instead, dishes and table appointments are arranged in the trays BLUE PLATE SERVICE This type of service is used when the group is small, the table is small. And the area for dining is small. FAMILY SERVICE This is somewhat a compromise between the Russian and English styles, that is, some foods are served on individual dishes directly from the kitchen and some foods are served on the table. ENGLISH SERVICE This is similar to the family service style. All foods are served on the table by the host or hostess. SELF-SERVICE This is a style of service offered in the cafeteria and food service establishments offering a buffet, smorgasbord service, vendo machines, and drive-in restaurants. SET THE MOOD/AMBIANCE OF THE DINING AREA Most venues will have set requirements to: The temperature settings on the climate control/air conditioning systems The lights that have to be turned on or off The level at which sound systems operate. Restaurant temperature set at a comfortable level taking into account the outside temperatures. Some properties set a constant level year-round.