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FUNCTION COVERS
The cover for a function is dictated by the menu items to be served. Functions usually have set menus and the cutlery items are set in the order in which they will be used.

DESSERT COVER

1. At function it is very likely that there will be pressure on space on the table, which adds to the advantages of bringing the dessert cutlery to the table only when it is needed

GLASSWARE

1. There may also not be room to place all the glasses in single line in order of their probable use.

CUPS AND SAUCER

1. Required when cover is laid they are placed above and slightly to the right of the main knife, with the handle of the cup turned to the right so that is conveniently grasped by the guest.

FUNCTION SERVICE

The basic styles of service offered at functions are no different from those in restaurants – plate service, silver service etc.

FUNCTION SERVICE SKILLS REQUIRE:

1. Providing hospitality

2. Setting tables

3. Carrying a tray or platter

4. Use of a service cloth

5. Carrying or clearing plates

6. Pouring wine

FUNCTION STAFF ORGANIZATION

The number of staff at a function  will depend on the particular requirements.

In some circumstances the waiting staff work as a team serving all of the guests at a number of tables, in order they have particular stations allocated to them and they are responsible to serve a set number of guests.

TEAM OPERATION

Each team is made up of the number of staff needed to handle the service of a complete table.

The runner are responsible for the picking up of plated items from kitchen and their transfer to a service area.

Serving group collects the plates from the service area and serves.

BEVERAGE SERVICE A FUNCTION

Responsibility for beverage service is normally pre-arranged by a station drinks waiter.

They may range from serving a variety of beverages from a tray to table service of aperitifs, table wines, sparkling wines, after-dinner drinks, and coffee.

The beverage for each course should usually be serves before the course.

The beverage and food not served simultaneously but separately, to avoid confusion.

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PREPARING & PRESENTING THE BILL

1. Technique of preparing a bill range from hand written to high tech computerized system

2. Guest bill my be presented at the table, bar or at the cashier desk.

3. The bill should be made available as soon as the guest requires it.

4. TWO PURPOSES OF A GUEST BILL ARE :

To inform the guest of the amount to be paid

Control system for the establishment

Presenting The bill

1. When a bills is presented at a table it is placed in front of the host on a small plate from the right.

2. If there is no obvious host, you may place the bill in the centre of the table.

3. If the establishment requires guests to pay at a cashiers desk as they are leaving, make this clear to the guests to avoid confusion and delay.

4. Bills should not be presented until they are asked for.

5. Never hover around waiting for your guests to pay.

6. Bills presented at bars should be presented an a plate, folded or in a billfold.

Methods and Procedure for Payment

1. Cash                                  Payments are very simple, only requiring the settling of the bills and the tendering of the guests change.

2. Credit card
The precise procedure for use with credit card will vary from establishment to establishment
Before processing it, check that the establishment accepts the kind of card presented, its expired date and that is has been signed.

3. Cheques
Usually not accepted without the support of bankers card.
If the bills is higher than the card limit, ask the customer pay at least the excess by a different methods

4. Luncheon vouchers
Often given to office workers as a supplement to their salaries.
Make sure that the establishment accept luncheon vouchers before accept them in payment of a bill

5. Charge accounts
Before the guest can be allowed to charge the cost of meal or drink, to a charge account the transaction must have been authorized by management

Tips (gratuities)

1. Bonus for especially satisfying service and should not be thought as a right.

2. No hard fast rules on the amount of tip, where to leave it and so on.

3. Never allow guest to leave with the humiliating impression that you think they should have tipped you.

4. In some establishments, it is house rule that all tip should be pooled and distributed to all staff.

Saying Goodbye to the Guests

1. The last impression are as important as the first one.

2. The farewell should be warm and friendly and as personal as possible.

3. If you are not too busy, assist those departing by moving their chairs from them, collecting their personal belongings and offering to call for a taxi.

4. The least you can (in case you are too busy,) acknowledge by nodding and smile.If you know their name, acknowledge that as well (Good Night, Mr & Mrs Johnson).

5. If you know their name, acknowledge that as well (Good Night, Mr & Mrs Johnson).

Tidying, Clearing and Resetting

The procedure for resetting differ from one establishment to another.

When the guests left, the tables and service areas must be cleared of used and soiled items.

Procedure for Cleaning and Resetting

1. Remove coffee cups, centerpiece, glassware and ashtrays.

2. Re clothed the soiled table cloth.

3. Whether the table is reset or not, ensure all chairs are returned to the original position (check for crumbs as well).

4. Restocked the work station with cleaned and polished equipment for next service.

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VENUES SERVING BEVERAGES

PUBLIC HOUSES AND BARS

1. Offer entertainment and complete range of beverage including beers, wines, cocktails, spirits and a growing range of non-alcoholic drink.

2. Techniques and vehicles for selling beverage in bars include verbal recommendation, promotional displays, board listings and the availability of a drink list.

LOUNGES

1. Including pubs, hotels, restaurants, lounges bars, discos and clubs.

2. Guests can sit away from the bar in a relaxed environment and may be serve by floor staff.

3.  Sales made by verbal recommendation, or by using sales tools like tent cards or cocktail/beverage lists

RESTAURANTS

1. Methods used to sell beverages in restaurants vary to suit the type of establishment
but then commonly include verbal recommendation, tent cards, cocktail/beverage
lists, wines lists and liqueur  coffee list

FUNCTIONS

1. Usually pre-arranged by the function host with the venue operator rather than sold
function itself.

2. Venue manager may take verbal recommendations or may offer a beverage list from
which the host selects the drinks to be served
.

TAKING BEVERAGE ORDERS

1. Make sure you clearly understand them and that they are precise.

2. Write he orders down in logical order, so you can place the drink correctly.

3. Avoid the use of abbreviations because they can easily cause confusion.

4. Record all items sold in the appropriate way.

5. In the restaurant the wine usually taken after the guest have selected their food.

6. The order for after-dinner beverage items should be taken prior to the service of coffee.

GLASSWARE AND DRINK TRAYS

All glassware, whether clean or used, should be carried upright on a drinks tray, except that wine glasses may be carried upside down by their stems, held between the fingers on the left hand, when setting covers before guests arrive

All glassware must be held by the stem or base of the glass, never by the rim.

TRAY SERVICE

1. A drink tray is carried on a slightly cupped hand on the pads of the fingers.

2. Allow the waiter adjust the balance of the tray as a glasses are removed or added to the tray

BEER SERVICE
PROCEDURE FOR SERVING SMALL BOTTLES OF BEER AT TABLE;

1. Carry clean cold beer glass and open bottle on a service tray

2. Hold the tray behind the head of the guest

3. Pick up the glass and place it on the guest right

4. Pick the bottle and show the label to the guest.

5. Pour slowly so a head can be form

6. Continue pouring until the glass is full.

7. If the bottle still contains some beer, place it on the table to the right of the glass.

WINE SERVICE PROCEDURES

SERVICE OF TABLE WINES

1. Present the wine by the host on a service cloth held on the flat of your left hand.

2. When the host confirmed that it is the correct wine,  cut the foil with the blade on a waiter’s friend

3. With the corkscrew, insert the tip into the centre of the cork

4. Slowly turn the corkscrew in clockwise direction, keeping it in line with the care of the cork

5. Tilt the arm of the waiter’s friend so the lever rest on the lip of the bottle

LIQUEURS, PORT & BRANDY

1. Glasses are usually pre-poured and served from a tray

2. Commonly served with coffee at the conclusion of a meal
.

COFFEE & TEA

1. The ritual for serving tea is allow the guest to pour themselves

2. Present the teapot and its accompanying hot water pot on a plate with strainer and small napkin

3. Coffee are served according to the type of coffee

4. Espresso are served in a small cup with golden grown froth

5. Cappuccino requires the correct ratio of milk and coffee, usually served in a cup sometimes in a glass topped with chocolate powder.

LIQUEUR COFFEE

1. Provide an additional highlight to the dining experience

2. The preparation is simple in which fresh, cold pouring cream is floated on hot liquored coffee.

CHANGING GLASSWARE

1. If wine of a different style or type is ordered then fresh glasses must be placed before the new wine is served.

2. Place the glasses a little further away from the guests than the original glasses.

3. Remove the original glasses when the guests have finished the wine in them.

4. The glasses should be handled by their stems whether they are being place or remove.

5. After-dinner drinks should be serve in fresh glasses for each new order.

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CHAPTER 9(TYPES OF TABLE SERVICE & SETTINGS)

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CHAPTER 9(TYPES OF TABLE SERVICE & SETTINGS)

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French Service

Formal type of servic

2 servers is needed (chef de rang & commis de rang)

The food is cooked/completed at a side table in front of the guests

Food is completed by cooking, deboning, slicing & garnishing and served on heated plates

All food is served & cleared from the right of the guests except for butter, bread and salad

Soiled dishes are cleared only when all guests have completed their meals

Characteristics;

1. Time consuming (disadvantage)

2. Guest receive a great deal of attention

3. Service is extremely elegant

4. Highly professional servers are required

Russian Service

Also known as Silver Service

The food is fully prepared & attractively arranged on silver platters in the kitchen

Extensive usage of heavy service ware

While standing to the left of each guest, the server holds the platter in the left hand and shows each guest the food

Using a serving gear, server dishes up the desired portion on the guest’s plate.

1. The last guest served at the table must be served from the less appetizing food remaining (disadvantage)

2. Less expensive

3. Faster

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1. Aperitifs

An aperitif is a pre dinner drink taken to stimulate the appetite

Example of aperitifs drink;

1. Dry champagne

2. Pre -dinner cocktail

3. Dry sherry

4. Dry Vermouth

2. WINE

Red Wine
Made from black grapes
Serve at room temperature
White Wine
Made from white grapes
Serve at mildly chilled 6⁰C
Rose Wine
Made from black grapes but the skin are removed.

Famous grape varieties;

1. Chardonnay; full flavored, dry.

2. Riesling; delicate, crisp, fruit flavored.

3. Traminer; fruity, spicy.

4. Cabarnet Sauvignon; dry.

5. Pinot Noir; light, soft.

6. Gamay; fruity, light.

7. Shiraz; robust.

Dessert wines are rich and sweet.

Sauterness is an example of famous white dessert wine.

Wine quality is controlled by the law, though it may vary from one place to another.

Name of the controlling body according to wine-producing countries;

1. FRANCE: Appelliation d’Origine Controlee(AOC)

2. GERMAN: Qualitatswein Mit Pradicat (QMP)

3. ITALIAN: Denominazione di Origine Controllata

Fortified Wines
-Are wines to which distilled beverages (usually brandy) are added.

Examples of fortified wines

1. ;Sherry –
taken with a meal, usually dry
Used as aperitifs or sometimes served with soup

2. Vermouth
Comes in 3 style; rosso (light red, strong tasting & sweet), bianco (light golden, medium sweet & spicy), dry (clear & has delicate flavor).

3. Port
Comes in several style; ruby (youngest and less rich), vintage (matured in the bottle), tawny.

Champagne and other sparkling wines

1. Sparkling wines are added with carbon dioxide to produce the effervescence effect.

2. Champagne making process are more complicated and termed as methode champenoise  or simply champagne method.

3. Fermentation of champagne takes place in the bottle itself.

Spirits

1. Spirits are distilled alcoholic beverages

2. Distillation is a process of converting liquid into vapor back to liquid form

3. Almost any fruit or vegetable can be crushed into liquid, fermented, and then distilled to make a spirit.

Distillation process

Wine distillation process

Beer

1. Made from fermented grain by the process called brewing

2. Traditional ingredients are malt, yeasts, hops and water.

3. Ales and lagers are made by different techniques of fermentation

4. Ales are top-fermented whereas lagers are bottom-fermented

5. Stout is a dark heavy beer. Guinness is a kind of stout

Service of beer

Pump (manual

1. This is the traditional way of serving beer from a cask

2. Special care is needed to make sure the beer is in a good condition

Free flow

1. Used with keg beers, a carbon dioxide cylinder is connected to the keg and the gas forces the beer to the tap

Meters

1. Also used with keg beers

2. Draught beer is often passed through a cooler before service

3. Keep the temperature constant at 9-10°C for lagers and 13°C for bitters

Liquers

1. Liqueurs are spirit-based liquors, sweetened and flavored, usually with fruits, herbs, nuts, spices, flowers or cream.

2. They may also be taken in black coffee, as a liqueur coffee

3. Also frequently used in cocktails

4. Advocaat, Crème de Menthe and Curacao are popular generic liqueurs

5. Benedictine, Cointreau, Drambuie and Grand Marnier are examples of proprietary liqueur

Cocktails (mixed drinks)

Methods

1. Shake & Strain
In a cocktail shaker, with ice

2. Stir & Strain
In a mixing glass, with ice

3. Blend
In an electric blender

4. Build
Directly in glass

3 categories of cocktails;

1. Pre-dinner cocktails
Usually dry and acidic. Suitable for aperitif (Dry Vermouth)

2. After-dinner cocktails
These are usually richer, creamy and sweet (Brandy Alexander)

3.  Long drink cocktails
Contains fruit juice, soft drinks, or milk in addition to their alcoholic base (Tom Collins)

Non-alcoholic drinks

Includes a wide variety of beverage items, from hot to cold and from simple to the exotic

Some are served from kitchen/still area and some are dispensed from the bar

Served from the kitchen or still area;

Tea

Chocolate

Coffee;

1. Long black

2. Cafe au lait

3. Espresso

4. Capuccino

5. Macchiato

6. Decaffeinated

7. Vienna coffee

8. Turkish coffee

9. Liquer

Served/dispensed from the bar

1. Aerated water

2. Fruit juices

3. Squashes

4. Mineral water

5. Non-alcoholic wines

6. Non-alcoholic cocktails

Beverage Lists

1. Cocktail

2. Drinks (aperitifs, beer, spirits and non-alcoholic)

3. Wine list

4. After dinner list

5. Liquer coffee list

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Contents of The Chapter

Order of service

Checklist of service

Greeting and seating the guests

Unfolding napkins

Water service

Bread service

Aperitifs

Order of Service

1. The order of service is a sequential checklist of services from the arrival to the departure of the guest

2. The sequence of service will take into account the particular tasks required to achieve a smooth flow of service that suits the special needs of each guest

Checklist of Service

1. Greet the guest at the restaurant entrance

2. Usher/lead guest to the table

3. Unfold the napkin

4. Taking beverage order

5. Serve beverage

6. Presentation of the menu

7. Taking food orders

8. Serve bread & butter

9. Adjusting standard cover

10. Serving dishes

11. Checking on guest satisfaction after a few bite

12. Clearing dishes from table

13. Crumbing table

14. Presenting dessert menu

15. Taking dessert and coffee or tea order

16. Setting a serving dessert

17. Clearing dessert

18. Checking and compiling guest bill

19. Bill presentation

20. Accepting payment

21. Guest leaving the table

Greeting and seating the guests

1. Acknowledge new guest

2. Approach with appropriate welcome

3. Check reservation

4. Notes the host's name

5. Show the guest  to their table

6. Offer the guest a chair

Unfolding napkins

Stand on the guest’s right side, pick up napkin with right hand

Shake napkin from its fold into triangle

Place across guest’s lap

Move anti-clockwise around the table opening the napkins, opening the host’s last

Water service

1. Goblet is at guest’s right, approximately an inch above the main knife

2. Pour the warm or cold water from right side

3. Move anti clockwise-serving the host last

4. Continue to offer the water

Bread service

1. Carry the bread basket & butter plate in left hand using two plate method

2. Place butter plate in the center of table

3. Transfers the bread basket to left hand

4. Serve from guest’s left

5. Hold the left hand down over the edge of the side plate

6. Transfer bread from basket to side plate

7. Move anti clockwise, host last.

Aperitifs

1. Offer drinks list, or suggest

2. .Assist the guest in making their selections.

3. Many guests will not want alcoholic drinks at this stage.

4. Record the orders-anti clockwise.

5. Note any special requirements

6. Record the sales

7. Place order with the bar.

Serving aperitifs

1. Arrange drinks in sequence

2. Carry the drink on the drinks tray

3. Hold tray on left hand

4. Serve drinks in sequences-anti clockwise

5. Place drinks to the right of the guest’s wine glass.

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CHAPTER 10 ( BEVERAGE EQUIPMENT & SERVICE KNOWLEDGE)

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CHAPTER 10 ( BEVERAGE EQUIPMENT & SERVICE KNOWLEDGE)

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Beverage Equipment
Service equipment;
Helps waiter with the extraction of cork , the carrying of drinks and the cooling of drinks.
Waiter’s friend is a recognized device used by waiters to extract cork.

Glassware;
When selecting glassware the size, shape, ease of handling, durability and price should be considered.

Preparation & Maintenance

CLEANING AND POLISHING GLASSWARE

1.  Necessary to polish all glassware by hand.

2. A lint-free polishing cloth should be used to polish glasses and make sure they are spotlessly clear.

SERVICE STATION MISE-EN-PLACE

1. Efficient service requires careful prior preparation of the service equipment.

2. A check list of supplies and equipment that may be required for beverage service : additional glassware, drinks trays, wines list, etc.

WINE COOLERS AND ICE BUCKETS

1. Ice buckets used to keep wine and sparkling wines cool.

2. Should be half filled with a mixture of crushed ice and cold water.

3. The buckets may be placed in a tripod stand.

Beverage list

1. Beverage list come in many different format.

2.  The format can be extremely confusing, the solution is to divide the various different types of beverage into separate lists.

3. It is helps guests to find and select the beverages they require more speedily.

4. Possible list may include;

Cocktail list

Drink list (aperitifs, beers, spirits and non-alcoholic drinks)

Wine list

After dinner drinks list (liqueurs, ports, brandies)

Liqueur coffee list

The Wine List

Usually divided into wines of different types, for examples :

1. Red table wines

2. White table wines

Champagne and sparkling wines

Wine with significant levels of carbon dioxide in it making it fizzy.
The term `Champagne’ used to specifically mean wine made in Champagne, a region in France.

1. Dessert wines

Dessert wines are sweet wines typically served with dessert.
Rule of thumb: the wine should be at least as sweet as the dessert.

Handling & Placement of Equipment

1. When glasses are being moved in front of the guest it should always be carried on a beverage tray.

2. Glassware should be handled by the stem or base of the glass.

3. If more than one glass is placed on the table, the glasses are positioned in a line at an angle of 45o.

4. Placing a single glass at a dining table it should be placed 2.5cm above the main knife.

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Apart from the basic table service procedures (plate service and silver service), a waiter is expected to be able to perform other services.

In this chapter, the other form of services include;

1. Soup service from a tureen or individual soup cup

2. Gueridon service

3. English/Family service

4. Buffet service

5. Cafeteria service

6. Room service

7. Counter service

Soup service – Individual soup cup

Individual soup cups may be offered in a silver service procedure.

Soups in silver service is served as the following

1. Plate a hot empty soup bowl on an underliner for each guest from the guest’s right.

2. Carry a full individual soup cup  on a service plate held on the flat of your left hand to the guest.

3. Pour the soup from the cup into the guest’s soup bowl – pouring away from the guest from guest’s left.

4. If the soup contains items which is not easily poured such as noodles or vegetable, carry a dessert spoon on the service plate and use it to spoon them into the soup.

Soup service – Large tureen

Set a gueridon with hot soup bowls, underliners and a soup ladle and place it near the table.

Take the lid off the tureen and present the soup to the host.

When the soup has been approved, place the open tureen on the gueridon.

Hold a soup bowl on an underliner in the left hand, and use the right hand to ladle soup from the tureen.

Scoop the soup from the bottom of the tureen to ensure consistency.

Place the soup bowls from the guest’s right using service plate procedure.

Garnish soup from the guets’s left if there’s any garnishing.

Gueridon service

Gueridon means a trolley (or side table) used for the service or preparation of foods in the dining environment.

Gueridon service specifically refers to the transfer of food from a serving dish to the plate on a gueridon.

Gueridon preparation is the preparing or finishing of foods on the gueridon.

Gueridon service (cont.)

1. Food-Food selection  must be careful with hygiene. Fresh, attractive, simple to prepare, good quality and not produce any unwanted odor during the preparation

2. Salad -Salads thoroughly clean and drained, clean hands, items in bite size portions, keep chilled, dressing prepared beforehand or on the spot

3. Meat- Meat product must be premium quality, remove all fat, trim portions (for minimum cooking time), keep chilled, seal meat to conserve the juice

4. Fruit-Fruit  clean and portion the fruit, special care for fruits which may be discolored

5. Gueridon food preparation techniques;
Tossing,
Boning
,   Cooking ,
Carving

English/Family service

1. Place a clean hot plate in front of the guest from the right.

2. Place the serving dishes on the table each with serving utensils.

3. Serving dishes may be removed when they are empty any time during the meal.

Buffet service

Food , hot or cold presented attractively on a separate table away from guests and they come to the table to select what they require ( as in silver service)

Usually service staff serve the guests with the food they have selected but sometimes they just help themselves

It is normal to have the meal by course therefore service staff must ensure the food are always attractively presented and enough cutleries supplied

Cafeteria service

1. Guests collect their own meals on a tray as they select food from the hot or cold counter

2. Buffet and cafeteria service staff must have good knowledge of the items they are serving

Room Service

1. Customers are allowed to place food orders from the convenient of their room.

2. Foods will then be sent to their rooms by the wait staff.

3. Among the establishments that offer such service include, hotels and hospital wards.

4. The difference between the two is the level of personalization and meals offered.

5. Although room service is common nowadays, it is also to be noted that not all lodging offers it.

6. The extend of meals offered and operating hours are also varied.

Counter Service

1. Customers place their orders at a designated counter where wait staff, or rather counter staff, will attend to them.

2. This kind of service is normally offered at fast food restaurant where customers can immediately receive their orders.

3. Meals/orders are arranged on food tray and customers will carry the tray to their seat.

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Topics surrounding the menu

The framework of modern menu

The sequence of courses

Food items which are not part of the framework of courses

The different types or classes of menu.

Definitions of Menu

1.  The range of food items served in an establishment ,including organization into a number of courses

2. The arrangement by which the items are offered  (type the menu, as in set menu , a la carte menu)

3. The physical object on which the list of these items ( and courses) is written for guests to choose from .

Structure of Menu

Menu can be as simple as cornflakes followed with toast with marmalade.

But this particular chapter will focus on the mail meal of the day; lunch and dinner.

Classic French menu was elaborated to as much as 12 courses. But modern menu was simplified as to avoid confusion in the sequencing.

Menus are usually presented in a framework of 5 courses;
APPETIZERS
SOUPS
ENTRESS
MAIN COURSES
DESSERTS

Structure of Menu

1. Entrees
- In the classical French menu the entrée was a course served after the fish and before the main meat course with a sorbet served after it to refresh the palate.

2. The term ‘entrée’ can cause even more confusion because it is often, especially in the USA, used to mean the main course itself although the word literally means ‘entrance’, or ‘way in’i.e. a starter.

Types of Menu

A la carte

1. An a la carte menu is a menu which offers choices in each course and in which each item is individually priced and charged for.

2.  Menu items when selected by the guests are cooked to order.

Table d’hote

1. A table d’hote menu is a menu which offers some (usually limited) choice and is charged at a fixed price per person for the whole menu.

Fixed price menu (prix menu)

1. A fixed price menu is one which offers set items (one for each course) pre-arranged by the host.

Carte du jour

1. Carte du jour literally means ‘card of the day’.
It offers choices available for a particular day only.

Cycle menu

1. A cycle menu is a group of menus which are rotated on a set cycle.

2. Cycle menus are usually used in the institutional sector of the industry, for example hospitals, prisons, or airlines and in employee foodservice operations (works canteens,etc.).

3. The cycle menu is used to avoid boredom for both customers and staff, and also to ensure that the diet of the people eating in the institution is sufficiently varied to be healthy.

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CHAPTER 6 ( TAKING ORDERS& CORRECTING THE COVERS)

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CHAPTER 6 ( TAKING ORDERS& CORRECTING THE COVERS)

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Presenting the Menu

Waiters are not just a waiter, they are also salespeople.

Suggestive Selling is best performed while presenting the menu (due to attention from guest and creating a good impression).

Nonetheless, the menu must be well understood and studied.

Somehow, guest should not feel the pressure in selecting what to eat.

Different forms of menu

Blackboard/whiteboard

Card

Placemat

Recycled items

Others (depending on the creativity/concept of the restaurant)

Forms of menu

Blackboard menu

A’ board menu

Placemat menu

Recycled item menu

Technique of presenting the menu

1. If in cover, it should be opened before presenting

2. Carry menu flat on left arm

3. Open from top with right hand

4. Present the menu to guest right

Describing and recommending dishes

1. It is common to be asked about ‘specials and ‘what is good’ (esp for a la carte menu)

2. You  must be able to describe the dish including the method of cooking, main ingredients etc.

3. When you are asked to recommend a dish, you must be able to accommodate the decision making process based on their preferences

4. Never say “everything is good” or “just order what you like” or “up to you”

The waiter as salesperson

1. Hard sell are not effective

2. Therefore, as a waiter, suggestive selling is always the best way to sell

3. Besides increasing sale, you are providing better service, creating a good image and ensuring loyal customers.

4. It is about communication, the right word to say and the right way to ask

5. Some tips to be an extremely effective salesperson – sincerely helpful, attentive, enthusiastic and sound menu knowledge

Dealing with little diner

Unruly bored young children are waiters NIGHTMARE.

To overcome this, get them food keep them occupied with paper, pencils, toys, crayons

The children must be served first (avoid too long of waiting time for children)

Techniques of taking order

1. Vital step in order to avoid miscommunication or confusion

2. Usage of captain order or notepad or docket

3. Ways order are taken can vary from one establishment to another but it must serve 3 purposes:

Kitchen must be informed clearly of what to prepare

The waiter must know whom ordered what

When bill is prepared, it stated clearly what has been ordered

Procedure for order taking

1. Ensure guest are ready to order

2. Take order from the guest on the right of the host and follow anti clockwise

3. Note any special requirement clearly

4. Repeat the order

5. Transfer order to kitchen docket (captain order)

6. Record sale for billing purpose

7. Fire order to the kitchen

Checking system

1. What is a checking system?

2. Four (4) types…

Triplicate Checking System

1. Written in the same language with the menu

2. With agreed abbreviations

3. Contain table no, no of covers, date, waiter’s signature

4. Cancellation to be authorized by headwaiter

5. 1 copy kitchen, 1 copy cashier, 1 copy waiter

Duplicate Checking

1. System
Used in establishment offering limited menu and may be pre-printed

2. Contains serial no of check pad, waiter’s code no, table no date

3. Duplicate copy also used as bill

Electronic billing machine

1. Offers accuracy and speed

2. Bills are prepared by the waiter (waiter cum cashier)

3. Waiters given a key as to authorize the usage of machine

4. Orders are keyed in before sent to the kitchen

Computerized system

1. Links between hotels f & b outlets

2. Provide up to the minute information

3. Reduce mileage and time to fire order

4. As order are keyed in the terminal it is sent to desired location (cashier, kitchen, side station)

5. A bill will be opened as soon as the order is keyed into the computer

6. Ideal for analyzing sales and performances in sales for individual staff

Use of service plate

1. Is a dinner plate covered with folded napkins

2. Used to carry all small items used during service

3. Should be readily available at all service points

4. Cutlery should not be carried with your hands

5. Service plates are to be carried on the left hand right hand to lift and place the cutlery on the table

Correcting the covers

1. Covers are corrected after orders have been taken and placed with the kitchen

2. They are corrected up to and including the main course

3. Cutlery for dessert and cheese are placed after the order are taken after the main course

4. Prepare the cutleries on a service plate

5. Start to correct the covers for the guest on the right of host and move anti clockwise.

Dessert cutlery

1. The same procedure as placing or adjusting other cutlery

2. If already placed on the table, ensure it is moved down before dessert is served

3. If only fork is used, place it on the right but if spoon is used as well, spoon should be on the right.

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TAKING RESERVATION
BEFORE BOOKING, make sure you know:

What kind of cuisine do you offer?

What style of menu do you offer?

Do you accept cheques? Or credit cards?

Are you licensed?

When are you open?

Are children welcome?

Are you air conditioned?

Ask the following details:

The host’s name

The time of arrival

A contact telephone number

Any special requirement

FLOOR PLAN
Key points;

To position the tables so as to allow for sufficient movement by guests and service staff

To consider the placement of covers to avoid guests complaining

To accommodate guests specific need

SETTING THE MOOD
Music ,lighting ,views,color,decor,

HOW TO CLOTH  A TABLE

Check for steadiness (table)

Make sure the two woven edges are towards you (concertina fold)

Lean to release the bottom layer to hand over the far edge of the table

Release the hold on the center and draw the top fold towards you

Having centered the cloth both sides, the cloth should drop equally

Laying table cloth

Get the covers ready. Normally consisting of a table cloth and a table runner.

Covers are formed into concertina fold.

Throw one end of the cloth to the farthest side of table. Be alert of the presence of guest not to show your back to them.

Complete with the table runner if available.
Tidy up and make sure the drape of the cloth is as even as possible.

Smoothen the table top with your palm.

Changing a cloth during service

1. Normally takes place during service when new cover are to be laid or when serious spillage happens

2. The procedure should take place without having to EXPOSE the table top

Procedures to change the table cloth;

1. Remove everything from the table top

2. Stand centrally between the two legs of the table

3. Position the vertical center crease in the center of the table

4. Lean across the table and allow the bottom layer of the clean cloth to hang over the far edge of the soiled cloth

5. Take the soiled cloth in your hands with your little and ring finger

6. Concertina the cloth towards you while opening the clean cloth above it

7. Fold the soiled cloth and remove it discreetly

Station mise en place

Preparation of a waiter’s workstation in a food service area, consisting of all the equipment required for service

Can be a clothed table or special sideboard with shelves and drawers

Equipment needed on the sidetable;

1. Pitcher

2. Bread basket

3. Coffee shield

4. Crumbing napkin

5. Butter dish

6. Coffee cups + liners

7. Coffee/tea decanter + warmer

8. Round tray

9. Menu cards

Laying table cover

1. A COVER is a place setting at a table for a guest or the number of guest attending a function

2. Two principle types – A La Carte or Basic Cover and Set Menu Cover

3. Regardless the type of cover, these basic rules remain the same

4. Cutlery and glassware to be cleaned and polished

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CHAPTER 7 (STYLE OF SERVICE; PLATE SERVICE)

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CHAPTER 7 (STYLE OF SERVICE; PLATE SERVICE)

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Style of service

1. Plate and silver service are the two MOST COMMONLY used food service style

2. Plate service – food plated in the kitchen or at a service point and serve to the guest on the plate

3. Silver service – food is presented on serving dish and transferred to the plate in front of the guest with serving gear

Plate Service Skills & Techniques

1. Plate service is basic and commonly used in F&B service

2. The waiter must be skilled enough in carrying plates

3. Methods used depends on number of plates to carry

4.  The methods mostly used are two and three plates carrying techniques

Plate Service Procedure

1. Serve from guest left

2. Clearing from guest right

3. Waiter can do their job without being obtrusive

4. Unless told, serve the guest on the right of host first and move anti clockwise (regardless of sex)

Two-plate carrying technique

1. Plate are picked up in a way the main item would face the guest when it is placed on the table.

2. The first plate to be served to be picked up last

3. Hold the first plate between your thumb, index finger and middle finger of your left hand.

4. Second plate on a platform above the first plate.

5. Third plate on your right hand.

6. Carry the plates to the table holding them away from your body, shoulders held back so the plates are not resting against the front of your body.

To place the plate – position yourself at the back right – hand corner of a guest chair, holding your left hand out of the way.

Lean forward, place the plate in your right hand in front of the guest.

Move behind the guest and serve the rest of the guest accordingly.

THREE PLATES CARRYING TECHNIQUES – basically the same with two plates but the addition of another plate on your left hand

Underliners

Plate placed under the service equipment when it is served to the guest

Make it easier to carry for the waiter

Should only be used for a specific purpose (i.e soup bowls, sauce boat)

Use of serving gear

1. Place a fork over a spoon in your right hand, they should rest across your middle, ring and little fingers with the bases resting on the bottom of little fingers

2. Index finger and thumb should not slide more than half way up the handles

3. Slide you index finger between the fork and the spoon and hold fork between the tip of your index finger

4. Pick up the food from the side, drawing the cutlery towards you as you lift

Use of knives for service

Normally, two fish knives are used for soft or large items like folded omelette

Hold the two knives in the same fashion as a spoon & fork

Fan out the knives to give greater support to the item you will be moving

Place the knives under the food, supporting it while you transfer it to the guest plate

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Topics surrounding food service equipment

The appearance and use of the various types of cutlery used for the eating and service of food

The various types of crockery and tableware used for the eating and service of food.

The various pieces of equipment required for the preparation of food in the dining room.

Basic Cutlery (Silverware)
appetizer knife
table knife
table fork
fish fork
dessert fork
fish knife
table spoon
appetizer spoon
dessert spoon
coffee spoon
soup spoon
grapefruit spoon
pastry fork
oyster fork
tongs
lobster picks
lobster cracker
cheese knife
tea strainer
sugar tongs
craving knife

CUTLERY
Gateu slice
Soup Ladle
Grape Scissors
Nutcracker

TABLEWARE

COVER PLATE        presentation or show plate

LARGE PLATE  Used for the main course.
Oval plate sometimes used.

FISH PLATE                                Used for fish, and sweets and desserts.

SMALL PLATE
Used for bread & bread rolls, also cake.

SOUP BOWL  For cream soups, oatmeal bowl, cereals, paste bowl.

CONSOMME TASSE
For clear soups.

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Hospitality may be defined as meeting the needs of guests in a variety of establishments.

The most apparent example is in hotel and food and beverage industry.

Waiters, as well as other positions in service industry that deal directly with the customer, have the responsibility to make the customers feel welcome and at ease.

Types of F&B Outlets
1.cafe
2. Cafeterias
3. Food courts
4. Public houses
5.Casual dining restaurant
6. Ethnic restaurants
7.Functions
8.Fine dining restaurant

The Role of the Waiter

To ensure that guests enjoy satisfactory total dining experience.

Have a pleasant personality, honesty, efficiency and punctuality.

Have a good knowledge of the products being served, what they consist of and how they are presented.

Understand the organization of the establishment.

Duties of the waiter

Preparation & maintenance of the work area.

Maintaining good customer and staff relations

Making recommendations & assisting guests in making selections.

Order taking and recording

Service & clearing of food & beverages

Attributes of F&B service personnel

Personal hygiene

Knowledge of food and drinks

Punctuality

Local knowledge

Personality

Sales ability

Customer satisfaction

Attitude to customers

Memory

Honesty

Loyalty

Conduct

Sense of urgency

Complaints

F&B Service Personnel

F&B manager

Restaurant  Manager

Reception Head Waiter

Head Waiter/ Maitre d' hotel

Station Head waiter

Station Waiter /Chef de rang

Assistant Station waiter / Demi chef de rang

Assistant waiter/ commis de rang

Trainee/ apprentice/commis debarrasseur

carver

Floor service staff/ floor waiter

Louge waiter /chef de sale

Wine butler/wine waiter/sommelier

Cocktail bar staff

Buffet assistant

Cashier

Counter assistant

Table clear

Functions/banquet staff

Hygiene checklist

In law, hygiene is your personal responsibility.

Keep uniform clean and well pressed

Wear comfortable shoes and keep them clean

Never let hair fall into food. Wear a style that easy to keep tidy and keep your hair off your face

Have a bath or wear deodorant to eliminate body odour.

Jewellery and perfume should only wear in accordance

Wash hands thoroughly and regularly especially after visits to the toilets

No smoking nearby foods and make sure hands are washed after smoking

Don’t touch your face areas, including nose and mouth

Cover neatly any cuts or burns

Emergencies

1. Fire safety

2. Accidents

3. Security