Food and

Beverage Services
NCII
Quarter 1
Module 1: Prepare the
Dining Room/Restaurant
Area for Service

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Food and Beverage Services NCII
Quarter 1 Module 1 - Week 1
Alternative Learning Modules
Prepared by: Tony P. Delos Santos, LPT

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 Lesson 1
Food and Beverage Operations

Objectives
After going through this module, you are expected to:
1. Take table reservations. (TLE_HEFBS9-12AS-Ia-b-1)
2. Prepare Service Stations and Equipment (TLE_HEFBS9-12AS-Ic-d-2)
3. Set-Up tables in the dining area (TLE_HEFBS9-12AS-Ie-f-3)
4. Set the mood/ambiance of the dining area (TLE_HEFBS9-12AS-Ig-h-4

FOOD SERVICE OPERATION

Food and beverages service operation involve a multitude of activities which engage
the staff right from purchasing raw material, preparing food and beverages, keeping the
inventory of material, maintaining service quality continuously, managing various catered
events, and most importantly, analyzing the business.

TYPES OF FOOD SERVICE OPERATION

1. Conventional Service Operation
The conventional food service system is the type most establishments have
traditionally used. Foods are purchased for an individual operation in various stages of
preparation, but all production is completed, and foods are served on the same premises.
Following production foods are held hot or chilled, as appropriate for the menu item, and served
as soon as possible as. The system is usually used in cafeteria, school canteen, fast food,
restaurant, and some hospital.
Conventional Characteristics.
• Food is purchased, transformed into final product for service and held at serving temperature
until served.
• Menu item prepared as close to service time as possible.
• Traditionally has been the most widely used system.

2. Centralized (Commissary) Food service Operation

In commissary food service system, the foods purchased have received little or no
processing, as indicated in the continuing. These foods are generally purchased in large
quantities and held after delivery at the facility under appropriate environmental conditions in
frozen refrigerated or dry storage. Most menu items in commissary systems are processed
completely in the central facility. Because of the large quantities produced, the equipment for
preprocessing and production is often different from the equipment used in conventional
systems.
Characteristics of Commissary also know Centralized
• It is described as a large central production kitchen with centralized food purchasing and
delivery of prepared foods to service units locate in separate areas for final preparation and
service.
• Prepared using large, advanced equipment.
• Airline, caterers, large city, school chai, restaurants etc.

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3. Ready- Prepared Food Service Operation.
Ready prepared Foodservice systems have been developed in response to increased,
labor costs and a critical shortage of skilled food production personnel. In ready prepared
systems, menu items are produced and held frozen or chilled for service. A key difference
between ready prepared and conventional systems is that menu item is not produced for
immediate service in ready systems.
• Menu things are created and command for service.
• Packed in bulk in individual parts or combination containers.
• Its distinct feature is that the separation between time of preparation and repair.
• Food is ready in website, but place of preparation isn't place of service

4. Assembly-Serve Foodservice Operation.

The Assembly – serve foodservice system historically has been the smallest amount
common, although that is ever-changing to the present operational surroundings. In today
environment labor is scarce and expensive. Also, there are a unit several decisions in foods that
can be purchased that solely need heating and serving.
In assembly serve food service systems, food is purchased food is keep either frozen
or chilled for later use. Its then portioned, reheated, and served to customers.
• Pre prepared foods are purchased from food processing industry and reconstitute premises.
• It can be frozen or biol in the bag type.
• Used in fast food industry usually health care institutions, hospital, and restaurants.
• In cafeteria style of serving and is done in a service unit using the “ready prepared operation”.
• Usually single-use disposal tableware is used.

RESERVATION PROCESS
Reservation - An agreement of two parties that something such as a room, table, or seat will be
held for use later. A guaranteed seat brings in more guest and increase revenue.
Reservation Process- A complete process of booking that is conducted by two parties

6 Stages of Reservation Process in Hotel/Restaurant

• Identification of sources of business
• Communication with the hotel/Restaurant
• Formulation of the reservation request
• Reservation acceptance
• Confirmation notification
• Modification and Pre- arrival Activities

TABLE RESERVATION PROCESS

Things to be considered in Taking Table Reservation
1. Name of the restaurant
2. Date of filling the form
3. Form file number
4. Name of person filling the form
5. Date for which the reservation is required
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6. The occasion
7. Number of seats required to be served
8. Any special demand in the menu system (yes/no) if yes please mention the details
9. The price per seat reservation
10. The total cost of the seat reservation
11. The taxes (if any)
12. The total amount to be paid
13. Name of the attendant

RESERVATION FORMS
Name of Customer:
Date of Reservation: Occasion:
No. of seat required to be served:
Any special demand in the menu system (yes/no):
If yes, please mention the further details:
Price per seat reservation:
Total cost of seat reservation:
Taxes:
Total Amount:
Name of Attendant:

TELEPHONE ETIQUETTES AND MANNER

Proper phone etiquette is important to your company because it’s usually the first
contact point for a customer and represents how your business will treat them in other corner
sections. Make sure to leave a great, lasting impression on every customer. The way you use
manners to represent yourself and your business to customer via telephone communication. This
includes the way you greet customer, your body language, tone of voice, word choice, listening
skills and how you close a call.
Tips to a Good Telephone Etiquettes
• Answer the call within the first two or three rings
• Identify yourself and your business at the beginning of all calls
• Let positivity resonate in your voice
• Watch your body language
• Minimize Interruptions
• Actively listen and take notes
• Be Honest
• Ask the caller before placing them on hold
• Minimize emotional reaction
• Make sure the callers needs are met before closing the call

Prepare Service Station and Equipment

Bar supplies contain everything needed for your beverage’s services except the drinks
and the furniture. These bar accessories and display coolers.

TABLE APPOINTMENTS

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 Table appointments are items that are used to set and decorate a table for a sit-down
or buffet-style meal. These items include dinnerware, napkins, flatware, placemats,
centerpieces, glassware, flower vases and other types of decorative elements that add visual
interest to the dining or buffet table.

FLAT WARES
Refers to table utensils used to serve and eat food. Such as forks, spoon, butter knives
and plates, all of which are flat in design. This is contrasted to hollow ware, which refers to item
in the shape of hollow vessels including coffee pots, teapots, sugar bowl, salt and pepper shaker,
cream pitchers and bowls.

SUPPLIES/ACCESSORIES
FORKS
1. Dinner Fork – the largest of the forks used in place setting.
2. Fish fork- a four-tines fork used in eating fish.
3. Dessert or sold fork- a four-pronged shorthanded fork with broad tines which is used to eat
salad or dessert.
4. Seafood/oyster/cocktail fish fork- a smaller long handled three-pronged fork. The purpose of
which is to spear food.
5. Snail/escargot fork- used for eating snails or escargot.

SPOONS
1. Serving spoon- used for serving, larger than a tablespoon and has a long handle
2. Dinner spoon- a spoon with an oval bowl used for luncheons and dinners
3. Relish spoon- a small, usually pierced spoon used for serving relish, olive, and pickles
4. Iced teaspoon- a long -handled teaspoon used for drinks served in a tall glass, such as iced tea
5. Bouillon spoon- use for bouillon soup
6. Cream soup spoon- used for thick and cream soup
7. Teaspoon- commonly used tea or coffee but can also be used for eating dessert.
8. Demitasse spoon- a very tiny spoon used in serving demitasse coffee
9. Cereal spoon- large spoon similar to a dessert spoon
10. Ice cream spoon- used for serving ice cream, also known as ice cream scoop.

CUTLERY refers to knives and other cutlery implements

1. Dinner knife- a knife with either straight or serrated blade with a broad and rounded tip used
for luncheons and dinners
[Link] knife- a knife with a serrated blade and pointed tip used for steak
3. Fish knife- a knife with a broad blade, which is used when fish is served
4. Butter knife- or spreader, is a small blunt knife used when fish is serving
5. Butter server- a small broad spatula, bigger than the spreader used for serving butter
6. Dessert knife- used for eating dessert
7. Cheese knife- used for cutting cheese
8. Pastry or pie server- a short-handled elongated and leaf-shaped spatula, used for serving
cakes and pastries.

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HALLOW WARE- vessels or serving dishes and accessories, which are made usually of silver
that are hallow or concave
1. Pitcher – water container
2. Coffee pot- container for brewed coffee
3. Tea pot- a deep round dish, which is used for serving tea
4. Sauce boat- a container for serving sauce
5. Escargot tong- a holder used for eating snails
6. Soup ladle- a large deep spoon with a long handle used for serving liquid and soup
7. Gravy ladle- a small bowl with a long handle used for serving gravies and sauces
8. Sugar tong- a small tong used for serving sugar cubes
9. Ice tong- a tong with a rounded bowl and short prongs used to pick cubes of ice
10. Silver food cover- a cover for dish easily removed when it is about to be served
11. Candelabra- an ornamental branched candlestick holder for more than one candle or lamp
12. Chafing dish- a container for hot dishes in a buffet
13. Salt and Pepper shaker- a container of a salt and pepper
14. Silver oval platters- used as container for serving food in the buffet.
15. Ice cream scooper- a utensil used for dishing out ice cream or other soft food
16. Ice scooper- made of stainless still to scoop or moving out crushed ice
17. Ashtray- a receptacle for ash, typically from combustible consumer products such as
cigarettes and cigars

TABLEWARE OR PLATEWARE- table appointments over which food is placed during

dining.
Factors to be considered in choosing plate ware/ dinnerware
• Durability
• Attractiveness in color, size, and shape of each piece
• Suitability
• Possibility of replacements or availability
• Versatility of use
• Workmanship
• Design in relation to the style of service
• Type of material in relation to one’s requirements
• Price
Other Considerations
• The cup should fir firmly in the saucer, its handle should be large enough for easy grasp
• Plates that are round are easier to stack than square or free form ones
• Plate ware with heavily embossed patterns collects dust and dirt in the grooves and may need
frequent cleaning with brush
• Ther is an advantage in buying products individually or by open stock. Sets have a harder
possibility of individual piece replacement.

Cleaning and polishing food and beverages service equipment

Although the food and beverages service equipment are hygienically washed and
sterilized in high temperature of a washing cycle in a commercial dishwasher, it is still
necessary to polish all crockery and glassware by hand before they are placed on the table or
used to serve food and drinks.

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 MISE EN PLACE
It is a French term which means “put into place” pre-serve preparations. The amount
of work as well as the long hours of the food and beverages business make “mise en place”
even more important. For example, morning shift gets everything ready for afternoon shift and
vice versa.
Mise en place allows the use of teamwork, which is essential to maintain energy
levels throughout day and to help avoid overtime pay.

SERVICE STATION MISE EN PLACE is the preparation of waiter’s station in a food

service area. Typical side stand supplies would be:
1. All necessary flatware and cutlery: knives, soup spoons, forks
2. Crumbing -down equipment
3. Service plates
4. Tea/coffee equipment
5. Glassware/beverages ware
6. Clean folded napkins
7. Toothpicks
8. Menus
9. Wine list
10. Clean table linens
11. Ice tongs
12. Order pads, guest checks, pencils
13. Condiments (salt, pepper, etc.)
14. Meal accompaniments (jam, coffee, cream, calamansi)
15. Clean placemats
16. Tip trays/booklets

Side works
• Term designating all duties, the waiter or waitress performs other than those directly related to
serving the guests
• Includes the opening duties such as preparing the dining room and studying the menu, as well
as leaving the work area in proper order upon completion of the shift.

Preparing the side stand (waiter stand)

The side stand is a storage and service unit located close to serving areas, which
eliminates frequent trips to the kitchen for supplies. One of the main opening duties is to stock
the side stands nearest your stations with various service ware, garnishes, beverages, and
supplies.

Sample Service Mise en Place

• Set dining room according to floor plan • Chairs are placed neatly under the tables • Check for
and then repair wobbly tables • Clean tables • Fold napkins • Polish flatware and glassware 12
• Fill condiments • Stock service areas • Fill flatware mise en place plate • Make coffee and tea
• Sweetener containers are full and clean • Salt and pepper shakers are full and clean.

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Tent Cards
Also known as table tents, are triangular table displays. They are folded in a way that
it is readable from both sides of the displays. Its primary purpose is to show the menu or the
specialty of the day. They can also be used to advertise products and services or promote
discounts. Hostesses us them on the dining table as place cards.

Set-Up tables in the dining area

GENERAL RULES IN LAYING COVERS/TABLE SET-UP
Dining room equipment and service ware make the server’s job easier and
complement any decorations that are appropriate to the style of service.

THE TABLE AND TABLE COVER

The size of the tables and the amount of space needed for each guest are primary
concerns in laying out the dining room. The table should be firmly footed and not be wobbly
when a customer lean on it. How tables are spaced, and the kind of seating offered is significant
because they affect the flow of traffic and the comfort level of the guests. In a fine-dining
restaurant, chairs are big and comfortable to encourage leisurely dining. In a restaurant where
there is a fast turnover of guests. The type of the tables and chairs lean towards smaller sizes
and simple designs to accommodate more guests, thus making the dining area less inviting. The
menu and service style determine the type of table cover. The cover can be a simple napkin and
bread-and -butter plate, or it can be an elaborate arrangement of show plates, cutlery for each
course, water glass, and three wine glasses. Table linens add to a sense of elegance and
formality and help reduce noise.

TABLE SET-UP
The standard set up of restaurant and function rooms very depending on the type of
service and the requirements of customers.

STANDARDS OF TABLE SET-UP

• Completeness • Cleanliness and conditions of equipment’s • Balance and uniformity • Order
• Aesthetic Appeal • Timeliness.

Table setting refers to the way a table is set with tableware for serving and eating. The
arrangement for a single diner is called a place setting. The arrangement varies across cultures.
The rules for laying a table are not rigid. They are followed to facilitate dining and making the
table neat. The following are basic rules for laying the tables.

Table Linen- Has no be laid properly. A white cloth is preferred but not mandatory. The only
rule is to make sure that linen patterns and China pattern do not clash.

Points to remember when laying a table.

1. The table on which a tablecloth will be spread, should be first covered with a baize cloth for
the following reasons:
a. To protect the diner’s wrists and elbows from the table’s sharp edges.
b. To keep the tablecloth firmly in place.
c. To protect the surface of the table and prevent the rattling of crockery and cutlery;

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 d. To absorb moisture in case liquid spills on the table.
2. based on the size of the table, appropriate linen should be used.
3. If a bud vase is used as a central decorative piece.
4. Each cover should be well-balanced.
5. Only the required cutlery, crockery and glassware should be placed On the table.
6. Cutlery should always be laid from the inside to the outside of the cover. since they are
always used from outside to inside.
7. Knives and soup spoons should be placed on the right-hand side of a cover, while forks
should be placed on the left- hand side.
8. Water goblets should be kept to the right of the cover at the tip of the large knife.
9. Napkins should be placed at the center of the cover in between the cutlery. Napkins are
normally arranged in empty water goblets during a dinner occasion.
[Link] sets, a butter dish, an ashtray, meal accompaniment and a bud vase should be placed in
between the covers at the center of the table.
[Link] and cutlery should be spotlessly clean and the glassware well-polished.
[Link] or cracked equipment should not be use. The hotel’s monogram should be visible to
the guest.
[Link] cutlery and crockery should be placed about an inch from the edge of the table so that
they are not accidentally tipped over.

Napkin Folding – A small piece of table linen that is used to wipe the mouth and to cover the
lap to protect clothing.

Table Skirting – Is used to decorate tables to be used in different kind of occasion, for
elegance, and to cover the actual table.

What is the purpose of table skirting? which is used for the sides of your table to help it look
more beautiful and complete. Its main purpose is to hide the legs of the table and they do this by
covering them completely with their cloth.

Do’s and Don’ts.

1. Always clean your hands.
2. Always use the thimble and pushing out pins.
3. Focus on your work when piercing the pins.
4. Avoid playing the pin.
5. Maintain the measurement of fold on the cloth.

Pointer to Remember:
1. Decide on what design you are going to do that fits the occasion.
2. Materials needed in table skirting.
3. Lay the top cloth and fastened with thumbtacks at the edge of the table.
4. Pull the cloth adequately to straighten the surface.
5. Get the center front of the table and put a mark on the cloth to the center to get the middle.
6. Start fastening the cloth with pins at the center with the middle half of the cloth.
7. Apply various design such as:
8. All sides should be equally skirted and covered.

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Different kinds of Skirting.
[Link] or Shirred skirt
Is a popular choice due to the simplicity and reasonable cost? A gathered or shirred table
skirt is a fabric drape drawn together by threads along the top hem providing extra body to
the skirt. A tighter gather gives a table skirt a full, ruffled appearance.
[Link] pleats
Are one of the most common kinds of pleating for table skirts. A knife pleat is a series of
narrow, sharp creases folded in the same direction. Unlike gathered table skirts, knife
pleats create smooth, precise lines down the length of the skirt. The knife pleated table
skirt is a classic choice that is the least expensive of the pleated variety.
3. Box pleat
A box pleat table skirt is made from a sequence of back-to-back knife pleats. Box pleated
table skirting is a good choice for a professional conference or business meeting. The box
pleats give the table a neat, tailored appearance. Box pleats have a more pronounced
projection than a simple knife pleat, adding dimension and interest to business or formal
tables.
[Link] Box Pleat
Table skirting with French box pleats provide even more volume than standard box pleats.
French pleats are narrower than regular box pleats, giving the bottom of the table skirting
a fuller appearance. French box pleats work equally well in casual or elegant settings.
5. Plastic
When budget and easy cleanup are a priority, consider plastic table skirting. Vinyl fabric
can be fashioned into simple gathers or knife pleats. Vinyl table skirting is a cost-effective
way to dress tables for any occasion.
[Link]
Table skirting is a playful addition to party tables. Metallic, tissue and raffia fringe skirts
have several imaginative uses. This kind of decorative fringe is a charming substitute for
table skirting and serves as a festive wall border for special celebrations. Natural raffia
table skirting is perfect for a tropical or luau-themed event. Raffia fringe works as hula
table skirting, tiki bar draping and funky wall decor.
7. Swag
Banquet, business, or party tables can be fitted with detachable swags that are placed over
any kind of cloth table skirting. Swags are commonly attached with overlap clips that will
not flatten or damage the table skirt pleating. Swags are an easy way to dress up an
otherwise plain table skirt.

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 Set the Mood/Ambiance of the Dining Area
Key Points to be Considered in Setting the Dining Atmosphere
Ambience is a French word means atmosphere is the sense of the mood a place or setting
has. If an expensive restaurant has soft lighting and peaceful music, it has a pleasant, soothing
ambience.

While the actual design elements of the restaurant are usually out of the operating teams’
hands. There are still a lot of things that operations can do to enhance the ambiance.
Setting the right ambiance is of utmost importance for a great dining experience. Here are
several things that a general manager could do to ensure that guests will have a unique
setting in which to enjoy their meals.

• Lighting: Daylight or bright lighting is preferred for daytime meal services. Subdued light is
more appropriate for evening dining. Candlelight can enhance the mood for evening dining
but should not be used for daytime events.
• Views: Tables should be set to take best advantage of the views from dining room, which is
subject to the limitations of space.
• Music: Background music may be appropriate in establishing a mood. In dining rooms where
music is played, special consideration must be given to the placement of tables in terms to
the volume of the music.
• Decor: The decor should be consistent to create a harmonious atmosphere. Color selection
plays an important part in the dining experience. Individual waiters are often responsible
for the details. Live plants and fresh flowers, for example, make a major contribution to the
overall presentation and to the mood a room encourages. They must be carefully placed,
well-presented, and well maintained.
• Communication: Let the staff know why the restaurant is designed the way it is. The team
must know that the chalkboards are there as a tool to communicate food and drink features
and special events, the quotes convey the message of fun and irreverent attitude, and the
music is to create an upbeat and comfortable atmosphere.

DINING ROOM FURNITURE

In arranging a dining room separately or as a part of a larger room, the placement of
furniture can make a big difference on how you make guests at your table feel welcome. Keep
your focus on ease and comfort.

Analyze your space

• Measure the dimensions of the room and draw a sketch of the space on grid paper,
using a scale. This planning is useful because of the relative inflexibility of furniture
arrangement in a dining room. The chairs need to be drawn up to the table, and this
configuration dominates the room.
• Assess the position of your planned seating arrangement and the location of the
windows, to prevent glare in the eyes of people seated of the table. Even if the dining room is
used mostly for entertainment, this can be a factor in the seating arrangement for weekend
luncheons or Sunday brunch.
• Walk through the mechanics of serving a meal from kitchen to dining room. This
will help you decide where to put serving or storage cabinets, so that you do not have to

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maneuver around the chairs to the far end of the table in order to set down a heavy platter or
other serving dish.

Furniture Arrangement
• Place the bulkiest piece of furniture first.
• Move a light fixture, if necessary, rather than struggling to place the table under it.
• Put regularly empty chairs against the walls, in the comers or even in another room.
• Incorporating a bench or even a window seat as part of the dining area allows you the full
complement of chairs.
• Replace your square or rectangular table with an oval or round table that can be enlarge with
leaves.
• Place decor collections in a glass-fronted corner cabinet or on wall hung sleeves.
• A bare floor and or low-pile washable carpeting makes cleanup easy for families with
children.

Creating Room for Movement

1. Leave a pathway between entrances
2. Avoid blocking the paths
3. Make sure all furniture and outlets are easily accessible

Placing Accessories
• Use paintings, mirrors, and other size dependent items strategically
• Size rugs carefully
• Use high curtains
• Use symmetry

Ambient Sound
Sounds play an important role in influencing the mood and perception of the patrons.
Even soft music influences the listener that can subtly improve the customer’s mood. Therefore,
it is important to select music that is both calming and appealing.
There are customers who are not in the restaurant to listen to music, so it is better to
play classical music. It is effective in creating a positive mood. An ambient sound will create a
positive image of your restaurant and customers will truly have the best dining experience.
Whatever your music selection is, always play it softly. It should be suited to the
setting and theme of the restaurant. On one hand, it should not be too soft that it can barely be
heard and thus fail to set the mood intended. On the other hand, with very loud music,
customers will not be able to converse easily. They may need to shout for them to be heard.
Hence, the music should neither be too loud nor too soft for conducive dining experience.

Reason for Cleaning Floors

• To remove stains, dirt, litter, and obstructions.
• To remove grit and sand which scratch and wear down the surface
• To remove allergens, in particular dust.
• To prevent wear on the surface (e.g., by using a floor wax or protective sealant).
• To make the environment sanitary even in the kitchen
• To maintain an optimum traction such as for dance floor

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Keep Cool with Air Conditioners
Most home and office need an air-cooling system to feel comfortable during hot and
humid summer weather. Under intense condition, air conditioners may keep the elderly and
other people, especially those with sickness or those susceptible to illness safe from health
problems caused by heat. Today, many air conditioners that offer various models are available.
The manufacturers of theses air conditioners are required to meet certain standard and undergo
strict quality check before they are made available to public.

Points to Consider When Buying Air Conditioner

If the room is in rectangular or square-shaped, just multiply the length and width. For
other shaped rooms, multiply the length with its width and divide it by two. After getting the
measurements, you may now determine the cooling capacity the room needs. It is advisable that
the in a 17-19 sq.m room a 1 horsepower (HP) air conditioner is sufficient. Experts say 1HP is
sufficient to beat the heat. So, the higher the area to be ventilated, the greater HP is needed.

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Assessment

Test I. True or False

Directions: True or False. Write T if the statement is True and F if the statement is False write
your answer on a separate sheet of paper.
1. Allow yourself to be distracted by other activities while speaking on the telephone.
2. Build the habit of always turning off your cellphone ringer when entering a meeting,
restaurant, theater, training class, or other place.
3. Especially when leaving messages, do not speak clearly and slowly.
4. Be sensitive to the tone of your voice.
5. Carry on side conversations with other people around you.
6. Always treat every caller with the utmost courtesy and respect.
7. Practice leaving your number, by saying it aloud to yourself as slow as you have heard an
information operator say it.
8. When at home, use a personal tape recorder to publicly record your own conversations.
9. Jot down the items you want to discuss and questions you want Answer.
10. Answer the call within the first two or three rings
11. Mis-en-place, the French term means to “everything in place” in the food and beverage
service operation.
12. Check for damages and remove them from service. Damage ones should be recorded in the
breakages and losses report.
13. Prepare clean and dry wiping clothes. Make sure that one’s intended for wiping
utensils/service equipment are separated from those used in wiping hands and wiping tables.
14. Mechanical impact refers to contact of glasses with other equipment and also hard surfaces.
15. When setting up cutleries, as well as glassware’s, avoid leaving finger marks
by using trays or by securing them inside a cloth napkin.

Test II. Enumeration

Give at least five (5) examples each of the following categories:
1. Dinnerware
2. Flatware
3. Glassware
4. Furniture
5. Linen
6. Supplies
7. Causes of Breakage

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