TOURISM FOOD AND BEVERAGE SERVICES NC II PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE PREPARING THE DINING ROOM/RESTAURANT AREA FOR SERVICE
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 2 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL Welcome to the competency based curriculum wherein you utilize the module containing training materials and activities for you to complete. The unit of competency “Prepare the dining room/restaurant area for service” with the module title “Preparing the dining room/restaurant area for service” contains the knowledge, skills and attitudes you are to gain so as to qualify for National Certificate Level II in Food and Beverage Services. You are required to go through a series of learning activities in order to complete each learning outcome of the module. In each learning outcome are Information sheets to help you understand the required activities. Follow the activities on your own and answer the self –check at the end of each learning outcome. You may remove a blank answer sheet at the end of each module or get one from your facilitator/trainer to write your answers for each self-check. If you have questions, don‟t hesitate to ask your facilitator to ask for assistance. Recognition of Prior Learning (RPL) You may already have some or most of the knowledge and skills covered in this learner‟s guide because you have: Been working for some time Already completed training in this area If you can demonstrate to your trainer that you are already competent in a particular skill or skills, talk to him/ her about having them formally recognized so you don‟t have to do the same training again. If you have a qualification of Certificate of Competency from previous trainings, show it to your trainer. If the skills you acquired are still current and relevant to the unit/ s of competency they may become part of the evidence you can present for RPL. If you are not sure about the currency of your skills, discuss this with your trainer. This module was prepared to help you achieve required competency in providing link between kitchen and service area. It will also enhance your skills in handling and checking of service wares and in carrying plates/trays according to hotel‟s standard. This will be the source of information for you to acquire knowledge and skills in this particular trade independently and at your own pace, with minimum supervision or help from your instructor. Talk to your trainer and agree on how you will both organize the training of this unit. Read through the module carefully. It is divided
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 3 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 into sections, which covers all skills, and knowledge you need to successfully complete this module. Work through all the information and complete the activities in each section. Read information sheets and complete the self-check. Suggested references are included to supplement the materials provided in this module. Probably your trainer will also be your supervisor or manager. He/ she is there to support you and show you the correct way to do things. Your trainer will tell you about the important things you need to consider when completing activities and is important that you listen and take notes. You will be given plenty of opportunities to ask questions and practice on the lob. Make sure you practice your new skills during regular work shifts. This way you will improve both your speed and memory and also your confidence. Talk to more experience work mates and ask for their guidance. Use the self-check questions at the end of each section to test your progress. When you are ready, ask your trainer to watch you perform the activities outlined in this module. As you work through the activities, ask for written feedback on your progress. Your trainer keeps feedback/ pre-assessment reports for this reason. When you have successfully completed each element, ask your trainer to mark on the reports that you are ready fro assessment. When you have completed this module (or several modules) and feel confident that you have sufficient practice, your trainer will arrange an appointment with registered assessor to assess you. The results of your assessment will be recorded in your competency Achievement Record.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 4 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 LIST OF COMPETENCIES No. Unit of Competency Module Title Code Basic Competency 1 Participate in workplace communication Participating in workplace communication 50031105 2 Work in a team environment Working in a team environment 50031106 3 Practice career professionalism Practicing career professionalism 50031107 4 Practice occupational health and safety procedures Practicing occupational health and safety procedures 50031108 Common Competency 1 Develop and update industry knowledge Developing and update industry knowledge TRS311201 2 Observe workplace hygiene procedures Observing workplace hygiene procedures TRS311202 3 Perform computer operations Performing computer operations TRS311203 4 Perform workplace and safety practices Performing workplace and safety practices TRS311204 5 Provide effective customer service Providing effective customer service TRS311205 Core Competency 1 Prepare the dining room/restaurant area for service Preparing the dining room/restaurant area for service TRS512387 2 Welcome guests and take food and beverage orders Welcoming guests and take food and beverage orders TRS512388 3 Promote food and beverage products Promoting food and beverage products TRS512389 4 Provide Food and Beverage Services to guests Providing Food and Beverage Services to guests TRS512390 5 Provide Room Service Providing Room Service TRS512391 6 Receive and handle guest concerns Receiving and handling guest concerns TRS512392
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 5 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 TABLE OF CONTENTS Page No. How To Use This Competency-Based Learning Material............................... 2 List Of Competencies................................................................................... 4 Table Of Contents........................................................................................ 5 Module Content........................................................................................... 7 Learning Outcome Summary ....................................................................... 9 Learning Experiences ................................................................................ 11 Learning Outcome: Take Table Reservation ............................................... 11 Glossary .................................................................................................... 12 Information Sheet 1.1-1............................................................................. 14 Self-Check 1.1-1........................................................................................ 22 Answer Key 1.1-1 ...................................................................................... 23 Information Sheet 1.1-2............................................................................. 24 Self-Check 1.1-2........................................................................................ 28 Answer Key 1.1-2 ...................................................................................... 30 Learning Outcome Summary ..................................................................... 33 Learning Experiences ................................................................................ 35 Learning Outcome: Take Table Reservation ............................................... 35 Information Sheet 1.2-1............................................................................. 36 Self-Check 1.2-1........................................................................................ 38 Answer Key 1.2-1 ...................................................................................... 39 Information Sheet 1.2-2............................................................................. 41 Self-Check 1.2-2........................................................................................ 50 Answer Key 1.2-2 ...................................................................................... 51 Information Sheet 1.2-3............................................................................. 52 Self-Check 1.2-3........................................................................................ 54 Answer Key 1.2-3 ...................................................................................... 55 Task Sheet 1.2-3 ....................................................................................... 56 Performance Criteria Checklist 1.2-3......................................................... 57 Learning Outcome Summary ..................................................................... 58 Learning Experiences ................................................................................ 60 Learning Outcome: Take Table Reservation ............................................... 60
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 6 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Information Sheet 1.3-1............................................................................. 61 Self-Check 1.3-1........................................................................................ 70 Answer Key 1.3-1 ...................................................................................... 71 Information Sheet 1.3-2............................................................................. 72 Self-Check 1.3-2........................................................................................ 85 Answer Key 1.3-2 ...................................................................................... 87 Learning Outcome Summary ..................................................................... 89 Learning Experiences ................................................................................ 90 Learning Outcome: Set The Mood/Ambiance Of Dining Area ..................... 90 Information Sheet 1.4-1............................................................................. 91 Self-Check 1.4-1...................................................................................... 101 Answer Key 1.4-1 .................................................................................... 102 References ............................................................................................... 104
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 7 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 MODULE CONTENT Qualification : FOOD AND BEVERAGE SERVICES NC II Unit of Competency: Prepare the dining room/restaurant area for service Module Title : Preparing the dining room/restaurant area for service Introduction: This module deals with the knowledge and skills required in the preparation of the dining room/restaurant area before the start of the service operations. It involves opening duties or the dining room mise-enplace prior to service. This module includes the knowledge and skills in taking reservations, preparing service stations, table setting, and setting the ambiance of the food service facility Nominal Duration: 8 Hrs. Learning Outcomes: 1. Take table reservations 2. Prepare service stations and equipment 3. Set up the tables in the dining area 4. Set the mood/ambiance of the dining area Assessment Criteria: 1. Inquiries are answered promptly, clearly and accurately. 2. Pertinent questions are asked to complete the details of the reservations. 3. Reservations data are recorded on forms accurately based on establishment‟s standards. 4. Details of the reservations are repeated back and confirmed with the party making the reservation. 5. Additional information about the foodservice establishment is provided when necessary. 6. Service or waiter‟s stations are stacked with supplies necessary for service. 7. All tableware and dining room equipment are cleaned, wiped and put in their proper places. 8. Special tent cards and similar special displays are put up for promotion.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 8 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 9. Cleanliness and condition of all tables, tableware and dining room equipment are checked. 10. Water pitchers and ice buckets are filled. 11. Electrical appliance or equipment like coffee pots, tea pots, plate warmers etc. in the dining area are turned on and kept ready. 12. Condiments and sauce bottles are refilled and the necks and tops of the bottles are wiped clean and dry. 13. Tables are set according to the standards of the foodservice establishment. 14. In cases where the menu is prearranged or fixed, covers are set correctly according to the predetermined menu. 15. Tableware and glassware are wiped and polished before they are set up on the table. 16. Cloth napkins are folded properly and laid on the table appropriately according to napkin folding style. 17. Buffet or display tables are skirted properly taking into account symmetry, balance and harmony in size and design. 18. Lights are adjusted according to time of the day. 19. Tables, chairs and other dining room furniture are arranged to ensure comfort and convenience of the guests. 20. Appropriate music is played when applicable 21. Floors/carpets are cleaned and made sure are dry. 22. Air-condition or cooling units are adjusted for the comfort of the guests 23. Decorations are set-up according to theme or concept of the dining room
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 9 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 LEARNING OUTCOME SUMMARY LEARNING OUTCOME NO. 1 TAKE TABLE RESERVATION CONTENTS: 1. Describe the elements of the reservation system 2. Respond to reservation requests ASSESSMENT CRITERIA: 1. Inquiries are answered promptly, clearly and accurately. 2. Pertinent questions are asked to complete the details of the reservations. 3. Reservations data are recorded on forms accurately based on establishment‟s standards. 4. Details of the reservations are repeated back and confirmed with the party making the reservation. 5. Additional information about the foodservice establishment is provided when necessary. CONDITIONS: Students/Trainees must be provided with the following: 1. Workplace location 2. Equipment Computer LCD Projector 3. Tools, accessories and Supplies Telephone Logbook Fax Computer Email Reservation Cards Reservation Sheets Reservation Cards Menus and wine lists 4. Training Materials Pen CBLM Books Manual ASSESSMENT METHODS:
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 10 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Written and/or oral questions to test candidate‟s knowledge on the different tableware and equipment and Station mise-enplace Simulation/role play to test the candidate‟s knowledge and skills in taking reservations telephone skills Practical/Demonstration for table setting, skirting and napkin folding Demonstration to show the types of service
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 11 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 LEARNING EXPERIENCES Learning Outcome: Take Table Reservation Learning Activities Special Instructions 1. Read INFORMATION SHEET 1.1-1 on Describe the elements of the reservation systems Read and understand the information sheet After reading, answer the self- check to determine your learning. 2. Answer SELF-CHECK 1.1-1 Compare answers with answer key 1.1-1 Refer your answers to the answer key for self- check. You are required to get all answers correctly. If not, read the information sheets again to answer all questions correctly. 3. Read INFORMATION SHEET 1.1-2 on Respond to reservation request Read and understand the information sheet After reading, answer the self- check to determine your learning. 4. Answer SELF-CHECK 3.1-2 Compare answers with answer key 1.1-2 Refer your answers to the answer key for self- check. You are required to get all answers correctly. If not, read the information sheets again to answer all questions correctly.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 12 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 GLOSSARY Term Explanation Reservation A reservation is a booking or request for some time in the future. It involves obtaining all the necessary information needed to satisfy this request. FIT - Fully/free independent traveller A person travelling who is not part of a group or tour who is paying full rate. Package A package is a combination of goods and services at a discounted price. Overbooked Selling more of a good or services than you have available. Usually done to compensate for no shows. No show A person who has made a reservation but does not turn up. Under-stay A person who departs earlier than the reservation date. Suggestive selling Involves selling your products by offering alternatives. Describe how the product would meet the customer's needs, highlight any special features. Up-selling Offer more than the guest is asking for. Sell up your price range. Cross-selling Suggesting accommodation at another one of your properties. Down-selling Down-selling is basically the opposite of up-selling whereby you start the selling process at the most expensive item and work down to the lowest price. Waitlist A listing of reservations waiting for cancellations in order to be accepted. Peak season Time of high occupancy. Off peak season Time of low occupancy. Guest history profile Term used to record all the details about a guest who has used the establishment‟s goods and
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 13 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 services. Honorific The title used to describe people. Receipt A document issued in exchange for payment. Voucher A document handed over as a form of payment to pay for a good or service.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 14 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 INFORMATION SHEET 1.1-1 Describe the Elements of the Reservation System Learning Objective: After reading this information sheet, YOU MUST be able to: 1. differentiate between a manual reservation system and a computerized reservation system; 2. identify the type of booking that me be processed; 3. identify the ways in which reservations may be received; 4. differentiate between customers who may require reservations; 5. respond to information request; 6. identify required reservation details 7. advise customer of availability of requested booking Introduction: A reservation is a booking or request for some time in the future. It involves obtaining all the necessary information needed to satisfy this request. Once the request or booking is agreed to and can be provided the customer is required to pay the establishment for the item. All reservation systems require: Some way to check availability Ability to offer alternatives when the requested booking is not available Provide information on the costs and product features Record the details and requirements of the person making the reservation A way of recording the acceptable method of payment Provide a confirmation of the details. A manual reservation system To determine availability manual systems will use manual charts, calendars, booking sheets, diary, forecast boards or room rack. Processes are needed to make sure availability is kept accurate and up to date. Systems are designed to cross the days off when a product is booked out or no longer available. Systems are also available to enable cancellations to be
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 15 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 put back into usage and to enable the customers to change the dates of their reservations. Forms will be used for reservation customer details. Systems and processes have to work so the information collected can be stored and made available on the dates it is required. Product information such as room types, rate sheet prices, car types, live entertainment, bus destinations, will all be in the form of brochures, charts, and handouts for the staff. Accounting processes to collect the method of payment would be a cash register, petty cash box, manual credit card machine or cashier to process the money. Invoices and receipt books must be completed to provide confirmation details to the customer. A suitable filing system is required to store all this manual information and the physical space required in the office to be able to access all this data. A Computerized System Provides up to date "real time" information on availability at the push of a button. When a reservation is recorded the availability is automatically altered. Displays a suitable screen to input customer information and requests. A computer system may have a "history" of any guest who has used the establishment previously. It can store information such as preferred room type, record of request, date of last stay, even the amount spent previously. The computer system can match up the customer request with what is available at the most effective price. Computer systems can store all the information needed about the products and facilities. Payment is automatically recorded. Printouts provide confirmations and details to the customers and report information to management. Look at some of these Booking systems sites: Comparison between the two systems Manual System Computerized System
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 16 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Manual System Computerized System Disadvantage: Requires staff to have a detailed knowledge of the product they are selling More staff are required Less accurate in larger establishments Staff training takes longer Need to manually check accuracy of information Low in security Takes more time to get things done Difficult to amend and retrieve information Takes longer to communicate with other departments. Disadvantage: Difficulty finding a computer system that suits the establishments ‟needs Cost of equipment – cost of upgrading, support cost and hardware. Needs uninterrupted power supply Need to keep up with advances in technology. Certain materials used in buildings could affect the computers efficiency. Describe The Types Of Bookings That May Be Processed Introduction People make reservations for convenience and security. Many people like to plan out their holiday or business trip to feel secure in the knowledge that they have a room waiting for them; they have a flight booked to take them back to their home or next destination, and know they have seen all the attractions of the city during their stay. The role of reservations staff is to ensure that they process all reservations in an efficient and professional manner. Advantages: Cost of system is cheaper Works in smaller establishments Complies with risk management should you experience a power or equipment failure. Advantages: More accurate and reliable information Ability to store guest history data Less staff required Greater reporting ability Controls costs Limited staff training Don‟t have to manually check and recheck information.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 17 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Types Of Bookings May Include: Accommodation suppliers – Guests will need to have room bookings processed in order to stay at particular establishments that provide accommodation such as hotels, apartments, resorts, guest houses, caravan parks. Aircraft – Passengers need to have "Seats" booked for all types of air travel they undertake. These bookings will vary according to the airline chosen, class of travel such as first class or economy, date of flying e.g. high season or low season or facilities that are included such as food or movies. Cruise ships – Passengers on cruise ships need to make bookings for the dates of their cruise. This sort of reservation may include meals while on board. Coaches or buses – To travel from one place to another or to visit a particular tourist destination. Limousines (rental cars/vans) – Customers can book transport to either drive themselves around or have a chauffeur included with the vehicle. Day/extended tours – includes meals and maybe accommodation and entrance fees to tourist parks. Dining and meal reservations – for restaurants or eating houses. Entertainment such as the theatre or music concerts. Tourist attractions. Events such as the Formula 1 Grand Prix or Mardi Gras. Identify the ways in which reservations may be received Introduction Reservations can be received by an establishment in many ways depending on where they are, what they are offering and what technologies they have available. Ways Reservations May Be Received Over the telephone – customers dial the establishment directly In person – the customer comes into the establishment and communicates directly with the staff Mail – in some countries today this is almost an extinct form for making a reservation
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 18 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Email – through an email address Facsimile (fax) – this is another form of communication that is being replaced by technology Internet – on-line bookings via a website Third party reservations – using a reservation company to make a booking for you e.g. Wotif, AsiaRooms, Statravel, Showbizasia Central reservation service – a central reservation service that controls reservations for several venues Same chain referral – a reservation that has been referred from another establishment belonging to the same group, for example: Asian Car Rental, Hyatt Hotels, Hilton Spas Other venues – some Airlines will book accommodation for guests. If one hotel is fully booked they might make a reservation at another hotel. Travel agents book theatre or concert tickets. Differentiate between customers who may require reservations Introduction: When customers make reservations they have different needs and requirements. For this reason we need to understand our customers and differentiate between the types of customers that we have. Basically there are two types of customers The business customer is a person who travels for the sole purpose of conducting business and the leisure customer is someone who travels for pleasure. Business customers require accommodation and car bookings at short notice. They may use the establishment on a regular basis, or may be here for the sole purpose of attending a conference or convention in your city. Business travelers are the largest source of business for hotels and usually travel all year round except for holiday times. Leisure customers’ arrival is seasonal and they are attracted by special events and tourist attractions. They are generally more price sensitive and book attractions well ahead of their arrival dates. Business customers are here for: Conferences/seminars/conventions Passing through - flight stopovers
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 19 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Negotiating a business deal Meeting Clients Investigating new products. Business customers are: Government employees Corporate business clients Convention/Conference guests or delegates VIPs (very important persons). Why leisure customers visit: For tourism On weekend getaways Attending family occasions, for example, weddings, name days, christenings Attending arts or theatre shows For a special event such as a Formula 1 Grand Prix, festivals, or cultural events Leisure Customers are: 1. Private individuals – (also known as fully independent travelers – FIT's) – who book their own requirements 2. Groups and tour guests – customers who choose to travel for pleasure in a group by 3. an organized company or inbound tour group 4. Backpackers - usually younger travelers on a budget holiday 5. Package rate guests – guests who stay at a hotel and pay for a "package" of facilities such as room and dinner booking, room and theatre booking, room and spa bookings, room and cooking school 6. Travel agencies may also book individual leisure customers their holiday. These agencies usually have "commission paid' agreements with the establishments and get a discounted rate.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 20 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Often the guest pays the travel agency and gets issued with a series of vouchers to pay the establishments. Work Projects It is a requirement of this Unit that you complete Work Projects as advised by your Trainer. You must submit documentation, suitable evidence or other relevant proof of completion of the project to your Trainer by the date agreed: 1. Using the internet research a computerized reservation system that is available for use in the accommodation industry and a system used in the travel industry. Describe the features of these two systems. 2. Research the following types of bookings and identify these in your city: 2.1 Suggest three 5 Star Hotels where a guest could make a reservation in your city 2.2 Name 3 airlines that fly into your city 2.3 Name a cruise ship business that stops in your city (if relevant) 2.4 Suggest 3 interesting bus tours a guest could take in your city 2.5 Name 3 limousine companies in your city 2.6 What is the name of a theatre in your city? 2.7 Describe 3 good restaurants in your city, identifying the opening times and type of food served in the establishment 2.8 Research 3 tourist attractions in your city 2.9 What events are conducted within your city and when are they? 3. Using the internet look up 4 hotels in your city and from their website identify what information they require to make a reservation and what facilities they have to offer: 3.1 Select one of the following websites and record the data that is required to make a reservation: Wotif, AsiaRooms, Statravel, Showbizasia, mybangkoktours, escapetravel, holidaycity, discoverhongkong. 4. Identify the specific needs of the following customers. Identify what sort of reservation requests you think they will require:
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 21 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 4.1 Yoong Sok is an executive from Korean. She will be staying in your city for three nights and wants to interview staff for a high powered executive job in her company. She is a very fit sporty type of person. 4.2 Mr. and Mrs. Collins are in your city with their two children (5 and 8 years old) while their company is trying to find a home for them. They are expected to be accommodated for up to 3 weeks. 4.3 Ping and Martha are young tourists on holiday in your city for 3 nights.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 22 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 SELF-CHECK 1.1-1 A. Enumeration. Direction: Answer the following: 1. What is the advantage and disadvantage of manual reservation? 2. What is the advantage and disadvantage of computerized reservation?
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 23 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 ANSWER KEY 1.1-1 A. Enumeration 1. Manual system Advantage Cost of system is cheaper Works in smaller establishments Complies with risk management should you experience a power or equipment failure. Disadvantage Requires staff to have a detailed knowledge of the product they are selling More staff are required Less accurate in larger establishments Staff training takes longer Need to manually check accuracy 2. Advantages: More accurate and reliable information Ability to store guest history data Less staff required Greater reporting ability Controls costs Limited staff training Don‟t have to manually check and recheck information. Computerized System Disadvantage: Difficulty finding a computer system that suits the establishments‟ needs Cost of equipment – cost of upgrading, support cost and hardware Needs uninterrupted power supply Need to keep up with advances in technology Certain materials used in buildings could affect the computers efficiency.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 24 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 INFORMATION SHEET 1.1-2 Respond to Reservation Requests Learning Objective: After reading this information sheet, YOU MUST be able to: 1. Respond to reservation requests. Acknowledge customer who wishes to make a reservation Introduction The process of making a reservation is to be able to know whether or not you are able to accommodate the guest with what they require. Therefore we need to ask the right questions and respond to the reservation request. When greeting a customer over the phone your establishment will have a specific greeting they will prefer you to use. This greeting must sound friendly and approachable, be polite and let them know where they have been put through to. It is also advisable to give your name to the potential customer. An example of greetings is: Morning Greeting Sales Agent: "Good morning. Reservations, this is Mei-Ling, how can I help you?" Afternoon Greeting (after 12 noon) Sales Agent: "Good afternoon. Reservations department, this is MeiLing how can I help you?" Evening Greeting (after 6pm) Sales Agent: "Reservations section. Good evening, this is Mei-Ling, how can I help you?" Identify required reservation details Introduction You will need to find out the following information from the potential customer: Required dates/length of stay
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 25 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 The number required Number of guests Required type Ask questions and match the guest needs to what you have available All the time you will be checking these requests against what you have available Obtain personal details, contact data and method of payment Repeat back the reservation details for confirmation with the customer to check that everything is correct. An example of identifying the reservation details is: Sales Agent: "Good morning reservations. This is Thommy. How can I help you" Guest: "I would like to make an enquiry about a hire car" Sales Agent: "Certainly. What dates do you require the car?" Guest: "From 17th. August to 20th. August" Sales Agent: "Is that for 3 days hire and returning the car on the 20th?" [required dates/length of use] Guest: "Yes" Sales Agent: "What size car will you need? How many people are there?" (number required) Guest: "There are two of us" Sales Agent: "Would one of our small car garage with two doors be suitable?" (required type) Guest: "Yes that would be fine but we have a lot of luggage." Sales Agent: "I will give you one of our hatchback models as this has a very large space for luggage." (meeting the guest‟s needs) Guest: "That sounds perfect." Sales Agent: "Now if I could get your personal details, a contact number or email, license details and method of payment please." The sales agent has controlled the situation, used the appropriate questions to get the information that is needed to meet the customers needs and the needs of the establishment for the required reservation details. Confirmation of the reservation:
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 26 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Repeat back all the details to guest to make sure you have all the information you need and that it is correct. An example of a confirmation: Sales Agent: "Just to confirm your reservation, Mr. Wiseman. We have you picking up the car on Tuesday 17th. August at 10:00 hrs and returning it on Friday 20th August at 10:00 hrs. You have requested the Audi A1 at a cost of $120.00 per day including insurance. Your license number is 012456987 and your address is 56 Stanley Street, Queenstown New Zealand. Your contact number is 0415 562 356 and you are paying by Visa card number 4569 2365 2365, expiry date 03 2013. Is that all correct?" Guest: "Yes, thanks Thommy that is great, you have been very helpful" Sales Agent: "Thanks Mr. Wiseman, we look forward to seeing you on Tuesday." The sales agent used a suitable closing phrase, thanked the customer, used his name, and provided personal service. This is essential to make sure the customer is satisfied and that you have offered professional service. Advise customer of availability of requested booking Introduction Your reservation system should allow you to instantly check availability and know what you have to sell. You will need to know what is available right down to the type or hotel rooms, type and model of cars you have, number of tours that are have spaces to sell and even number of special dishes left. This is what enables you to "sell" your goods and services to the customer. Without knowing your availability you don‟t know what you have to sell and can't meet the customer's needs. Special conditions In some cases you may even need to know any special conditions that are attached to making a reservation such as minimum length of stay or hire, payment policies, minimum number of guests, license requirements, and so on. This information needs to be passed on to the customer to help them with their decision to make a reservation. Discounting and Premium rates: In a business that operates seasonally you may have high season and low season rates. During the busy times of the season there is no need to offer discounts as the customers want to reserve your goods and services and are often willing to make reservations in advance and pay premium rates to ensure they get their reservations during the peak period. On the other hand
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 27 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 in the low season you may have to offer discounts and packages to encourage the customers to make reservations at your establishment. Sometimes the time of the day will influence the rates that are available to customers. For example, some food and beverage outlets offer packaged lunch prices with a main course and a glass of wine at a special lunch price compared to a dinner price. Entry into a tour destination might be cheaper later in the afternoon compared to the price in the morning. Knowing the structure of these different rates will assist you with meeting the customers‟ needs and getting the reservation as long as you have the products available. Then you can move on to the other steps of taking a reservation. When a reservation cannot be made: Customer Establishment Price is too high Nothing available Desired features not available No wait list or wait list is full Special conditions are not suitable Allotment is full (such as a package rate or groups and tour bookings, airline packages) Doesn‟t want to be added to a wait list Already overbooked for the requested date.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 28 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 SELF-CHECK 1.1-2 A. Answer all the following questions. 1. What is the most important factor when taking a reservation? __________________________________________________________ __________________________________________________________ 2. Describe 4 types of bookings that may be processed. __________________________________________________________ __________________________________________________________ 3. List 3 sub groups under accommodation suppliers. __________________________________________________________ __________________________________________________________ 4. How do reservations get to your establishment? (List 3 methods) __________________________________________________________ __________________________________________________________ 5. What is CRS? __________________________________________________________ __________________________________________________________ 6. What are the 2 types of customers who require reservations? __________________________________________________________ __________________________________________________________ 7. What are the characteristics of one of these travelers? __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ 8. Write an appropriate morning greeting. __________________________________________________________ __________________________________________________________ 9. Why is it important to maintain eye contact? __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 29 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 10.What is the first question you will ask a person who is making a reservation? __________________________________________________________ __________________________________________________________ 11.What sort of questions do you need to ask for a hire car reservation? __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ 12.Why is it important to advise the customer of availability of requested booking? __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 30 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 ANSWER KEY 1.1-2 A. The following are model answers only – Trainers/Assessors must use discretion when determining whether or not an answer provided by a Student is acceptable or not. 1. What is the most important factor when taking a reservation? Availability 2. Describe 4 types of bookings that may be processed. Accommodation suppliers Aircraft Cruise ships Coaches or buses Limousines or hire cars Day/extended tours Dining and meal reservations Entertainment Tourist attractions Events. 3. List 3 sub groups under accommodation suppliers. Resorts Hotels Apartments Guest houses Caravan parks. 4. How do reservations get to your establishment? (List 3 methods) Telephone In person – face to face Mail Email Facsimile (fax) Internet – on line bookings
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 31 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Third party reservations – e.g. Wotif, AsiaRooms Central reservation service (CRS) Same chain referrals. 5. What is CRS? A central reservation service that controls reservations for several venues. 6. What are the 2 types of customers who require reservations? Business and leisure customers. 7. What are the characteristics of one of these travelers? Business customers require accommodation and car bookings at short notice, they may use the establishment on a regular basis, or may be here for the sole purpose of attending a conference or convention in your city. Business travellers are the largest source of business for hotels and usually travel all year around except for holiday times. Leisure customers arrival is seasonal and are attracted by special events and tourist attractions. They are generally more price sensitive and book attractions well ahead of their arrival dates. 8. Write an appropriate morning greeting. Sales Agent: “Good morning reservations, this is Mei-Ling how can help you?” 9. Why is it important to maintain eye contact? This shows respect to the person – let them know you are talking to them and that you are listening. 10. What is the first question you will ask a person who is making a reservation? Dates – arrival and departure dates. 11. What sort of questions do you need to ask for a hire car reservation? Where do you want to go? Why? Car size, 4 x 4 or sedan? Number of passengers? Luggage? Do you have a valid license? Can you spell that? 12. Why is it important to advise the customer of availability of requested booking? The importance of checking availability – know the systems that are available and that are being used Must be able to check quickly and professionally
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 32 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Check arrival and departure dates – check for types of request e.g. room types, airline booking, rental car, tourist trip are available for the requested time Systems knowledge – be familiar with the computer or manual system you are using Offer alternatives to make a sale.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 33 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 LEARNING OUTCOME SUMMARY LEARNING OUTCOME NO. 2 PREPARE SERVICE STATIONS AND EQUIPMENT CONTENTS: 1. Checking cleanliness and checking table prior to service 2. Tableware and dining equipment 3. Plate carrying techniques ASSESSMENT CRITERIA: 1. Service or waiter‟s stations are stacked with supplies necessary for service. 2. All tableware and dining room equipment are cleaned, wiped and put in their proper places. 3. Special tent cards and similar special displays are put up for promotion. 4. Cleanliness and condition of all tables, tableware and dining room equipment are checked. 5. Water pitchers and ice buckets are filled. 6. Electrical appliance or equipment like coffee pots, tea pots, plate warmers etc. in the dining area are turned on and kept ready. 7. Condiments and sauce bottles are refilled and the necks and tops of the bottles are wiped clean and dry. CONDITIONS: Students/Trainees must be provided with the following: 1. Workplace location 2. Equipment O Computer o LCD Projector 3. Tools, accessories and Supplies o Telephone Logbook o Fax Computer o Email Reservation Cards o Reservation Sheets o Reservation Cards o Menus and wine lists 4. Training Materials o Pen o CBLM o Books o Manual ASSESSMENT METHODS: Written and/or oral questions to test candidate‟s knowledge on
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 34 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 the different tableware and equipment and Station mise-en-place Simulation/role play to test the candidate‟s knowledge and skills in taking reservations telephone skills Practical/Demonstration for table setting, skirting and napkin folding Demonstration to show the types of service
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 35 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 LEARNING EXPERIENCES Learning Outcome: Take table reservation Learning Activities Special Instructions 1. Read INFORMATION SHEET 1.2- 1 on Checking cleanliness and checking table prior to service Read and understand the information sheet After reading, answer the self- check to determine your learning. 2. Answer SELF-CHECK 1.2-1 Compare answers with answer key 1.2-1 Refer your answers to the answer key for self- check. You are required to get all answers correctly. If not, read the information sheets again to answer all questions correctly. 3. Read INFORMATION SHEET 1.2-2 on Tableware and dining equipment Read and understand the information sheet After reading, answer the self- check to determine your learning. 4. Answer SELF-CHECK 1.2-2 Compare answers with answer key 1.2-2 Refer your answers to the answer key for self- check. You are required to get all answers correctly. If not, read the information sheets again to answer all questions correctly. 5. Read INFORMATION SHEET 1.2-3 on Plate carrying techniques Read and understand the information sheet After reading, answer the self- check to determine your learning. 6. Answer SELF-CHECK 1.2-3 Compare answers with answer key 1.2-3 Refer your answers to the answer key for self- check. You are required to get all answers correctly. If not, read the information sheets again to answer all questions correctly. 7. Perform TASK SHEET 1.2-3 on Plate carrying techniques Perform the task on Sequence of Restaurant Service. Refer your performance to the performance criteria checklist and present your work to your trainer for evaluation.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 36 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 INFORMATION SHEET 1.2-1 Checking Cleanliness And Checking Tables Prior To Service Learning Objective: After reading this information sheet, YOU MUST be able to: 1. checking cleanliness and checking tables prior to service. Cleanliness and the condition of the tables and the table items must be checked prior to service to ensure the guests enter a proper and correctly prepared room. Checking may involve walking around and scanning each table to ensure all is correct. Waiting staff may be required to do this where waiting staff are asked to check the tables of other waiters rather then check their own tables, or it may be the job of the supervisor. Things to look out for in this process include: Crumbs on chairs – left from the previous session: cleaners will clean the floor of the room but rarely be required to clean chairs Lop-sided, creased, dirty or otherwise unsuitable table cloth Missing items from the cover or table – crockery, cutlery, centre pieces, glassware, napkins, tent cards Missing, damaged or unstable tables and chairs Incorrect covers set on a table – the covers must reflect the number of guests for each table as indicated on the floor plan. Where tables exist that do not have bookings, most venues will prepare tables to suit the size of walk-in numbers/parties that can be reasonably expected. This means they may set up a number of tables for two, some tables for four people and some for (perhaps) six or eight people That the actual table positions reflect the set floor plan Rubbish on the floor, in pot plants etc Flies or insects – alive or dead, with special attention being paid to window ledges. Establishments always want the dining area set up before the advertised service time, so problems can be sorted out before guests arrive.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 37 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Check Furniture for Stability Tables and chairs must be checked for stability before customers arrive to ensure that they do not pose a danger to customers, and to ensure they are not annoying when the customers are seated at the table. Occupational health and safety laws impose a legal requirement on premises to take care of the welfare and safety of their customers. The common law concept of „duty of care‟ also requires businesses to take whatever action is necessary to avoid causing foreseeable harm to them. Checking Furniture Prior to service, tables and table settings must be checked not only for proper location and cleanliness but also for: Safety – we need to make sure that chairs are not compromised such that they may collapse when a customer sits on them. We also need to check that the chair does not pose a physical danger to the customer by virtue of a loose part, a projecting piece of wire or component Stability of chairs – so they won‟t topple when used Stability of tables – so that customers are seated at a table that provides a firm surface that doesn’t move or rock when they lean on it. We need to also physically check the room (entrance area, high traffic areas and the general floor area) to ensure a safe environment. Check to make sure there are: No frayed carpet, and nothing for patrons or staff to trip over No extension cords on public access areas No projections into the area that could harm customers. What must happen if a problem is detected? If you identify a problem, you must take action to address that issue. It is not enough to simply know there is a problem – you have to do something about it. Actions may involve: Notifying the supervisor Removing the dangerous item from use Adjusting the table to make it stable – this can involve adjusting the legs of the table or placing a chock under one or more legs.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 38 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 SELF-CHECK 1.2-1 A. Answer all the following questions. 1. What are some areas you would check for cleanliness in the actual restaurant before the start of a shift? ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ 2. What are some items you would need to set up when preparing a waiter‟s station? ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ 3. What are some ways to maintain a clean and tidy workplace? ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ 4. What are some common causes of contamination due to poor cleaning of the work area? ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ 5. How can you visually identify that vermin is present in the workplace? ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 39 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 ANSWER KEY 1.2-1 A. The following are model answers only – Trainers/Assessors must use discretion when determining whether or not an answer provided by a Student is acceptable or not. 1. What are some areas you would check for cleanliness in the actual restaurant before the start of a shift? Areas to check for cleanliness may include: Furniture – tables and chairs Wall hangings – pictures or displays Fixtures – light fittings and door knobs Plants – indoor plants and pots Glass – windows, panels and doors Floor – carpet and tiled areas Work stations – waiter‟s sideboard Toilets – rest areas. 2. What are some items you would need to set up when preparing a waiter’s station? Menus and wine lists All main types of cutlery – usually held in drawers Service plates, cups and saucers Napkins Service trays Salt and pepper shakers Sugar bowls Docket books and pen – or electronic equivalents Toothpicks Condiments – sauces, Tabasco, mustard, extra butter Spare glassware. 3. What are some ways to maintain a clean and tidy workplace? Regularly clean and maintain the premises Control pests and vermin Implement a daily cleaning schedule Maintain and clean equipment (making sure any equipment used for storing or holding hot or cold food is kept at the required temperature) Maintain food or beverage preparation and service areas at the highest standard of hygiene
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 40 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Follow correct food storage procedures Follow correct garbage removal procedures Follow your workplace „no smoking‟ requirements Do not smoke in food preparation and storage areas. 4. What are some common causes of contamination due to poor cleaning of the work area? Cleaning with dirty cloths Cleaning with inappropriate cleaning agents Cleaning method not appropriate Not all surfaces are cleaned properly. 5. How can you visually identify that vermin is present in the workplace? Common signs that vermin are present include: Visual sighting of creatures Sighting of droppings Bite marks or holes in food and beverage items or packages.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 41 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 INFORMATION SHEET 1.2-2 Table Ware and Dining Equipment Learning Objectives After reading this information sheet, YOU MUST be able to: 1. Know better understanding the flow of preparations for service. 2. Define mise-en-place term. 3. Acquire knowledge and skills on standard operating procedures 4. for setting-up tables in the dining area. For a more efficient service, the Headwaiter shall follow an organized system of work distribution and mis-enplace preparation. All requirements are to be attended to and provided for so that the service can be rendered in the most speedy and efficient manner. Service Personnel Pre-Opening Orientation 1. The Headwaiter shall assemble all service personnel. 2. The Head waiter led the prayer. 3. He shall check attendance and log down those who are absent. 4. The head waiter reads the company mission & vision and service objective. 5. The uniform & grooming of waiters and other service staff shall be checked against uniform & grooming standards. 6. The staffs are oriented with service policy reminders, informed about new items & special for the day, out of stock items, and new policies if any. 7. Headwaiter shall distribute side duties and assignments of service staff i.e. table assignments, equipment to clean and wipe, cleaning assignments, etc.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 42 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Flow of Preparations for Service Pre-opening orientation and checking of attendance Checking Completeness & proper organization of ménage (household) and Condition of Stocks in the Service Station Making Requisition to Replenish Stocks Gathering Equipment and Supplies for Set-up and Service Preparing Mis-En-Place – Wiping/polishing Cutleries, Glasses, Chinawares, Folding Napkins, Filling up Condiments, etc. Setting-up Tables and Chairs Mis-en-place Preparations The word “mis-en-place” is a French term that means “everything in place”. In food and beverage service we refer to it as the basic preparations before any set-up and service of food and drinks is undertaken. This include pick up of needed equipment and supplies and preparing them for set up and service. A. Pick-up and Cleaning of Equipment and Supplies 1. Have a list of items to be picked up and to be installed at the service station to make sure nothing is left out.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 43 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 2. Bring the requested items in a trolley or bus pan. Follow the guidelines as follows: a. Chinawares – must be piled up by tens to avoid accidental breakage. b. Glasswares - must be placed in a glass rack. c. Flatwares - must be put in a flatware rack or a utility plastic box d. container by type. Place in a separate box the spoon, fork, dinner knife, teaspoon. If plate is to be carried by hand, do it in a way that they are secured in hand as illustrated below: 1. Check for damages and remove them from service. Damaged ones should be listed in the breakages and losses report. B. Wiping and Polishing Service Wares 1. Prepare clean and dry wiping cloths. Make sure that the ones intended for wiping utensils/service equipment are separated from those used in wiping hands and in wiping tables. Distinguish them by using color codes like white cloth for utensils, blue for hands and green for the tables. 2. Dry cutleries, chinawares using clean-dry cloth. Do not dry them in an electric fan as the air that circulates may carry dust and dirt. Once moist, use another wiping cloth. 3. Wipe/polish chinawares and glasswares as illustrated:
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 44 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 C. Preparing the Service Station and Stocking the Sideboard To expedite the flow of service, it is advisable to install a service cabinet or sideboard per area or station in the restaurant. Items placed on the sideboard must be checked daily for cleanliness and condition. Make sure that each item is immaculately clean, free of spots and smudges and without chips or damage. Any chipped wares must be removed from service. D. Standards for Setting-up of service Station 1. Thoroughly clean the side board/cabinet with a sanitizer and make sure it is completely dry and free of any foul odor. Check the station for possible pest infestation. Schedule fumigation when infested. 2. The captain in charge shall prepare a par stock list of items to be stocked. The par stock shall be determined on the basis of maximum usage. 3. Before the start of operations, the captain waiter shall check for completeness of par stock and whether there are items in the service station that are dirty or damaged. Glasses and cups that are chipped should be removed and so cutleries with damaged mouths or tines. 4. If stocks in the sideboard fall short of par stock, the captain must prepare a requisition to replenish stocks, then assign a busboy to pick up the requisitioned items from the assigned stocks custodian of the food outlet. 5. Supplies should be properly classified and arranged. Place them in the appropriate location at the service station. The top shelf shall not be stocked with any item as this will be the area where food to be served will be placed and to be picked up by waiters. The cutlery drawer shall be a space for placing cutleries/flatwares. These wares must be positioned lying down, separating spoon, knives, forks, etc. A separate shelf shall serve as stocking area for condiments, sauces, creamers, etc. One shelf shall be allocated for chinawares – plates and side plates Another shelf shall be designated for cups and glassware‟s Another shelf for trays, hollowware‟s – water pitcher, tea/coffee pots, ashtrays, etc. 6. Fold paper napkins and place them in a clean, covered container, then install them in their appropriate drawers in the sideboard.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 45 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 7. Refill the condiments – salt and pepper shaker, etc. and place them in their appropriate location. 8. Have a last look and check if there are other missing items or damaged ones that need to be pulled out or repaired. Apart from the things which we need for laying the table, other pieces of crockery and cutlery, glasses, tabasco, toothpicks, salt and pepper and so on will be needed during the serving starts and the whole lot so put together is called a mise en place. TABLE AND TABLE CLOTH 1. Wipe the table top. 2. See that the table is in its correct position. 3. See that every table stands firmly. If a table wobbles, push something such as a piece cut from a cork under the leg that cause the wobbling. 4. Pull the chairs back so that the table can be easily reached. 5. Check that the linen is clean – if not, change it.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 46 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 CARE AND CLEANING All glasses, crockery, cutlery and other service equipment should be polished before the service is starting. Glasses - Handling: Any glass clean or used, that has a stem is picked up and carried by taking it by the stem. A glass without a stem, such as a whiskey-, water- or beer glass, is taken as near as possible to its base or bottom.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 47 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Serving Before taking glasses to the table each one must be held against the light to see whether it is quite clean and spotless. If it is not, it must be polished with a clean dry cloth. The best way of carrying glasses to the table is to put them on a slip free tray. Removing They are taken away from the table in exactly the same way as you have been told to take them to the table. But a used glass may also be picked up by sliding the fingers under the bowl. Stacking Glasses must never be put one into the other, in this way they easily get chipped or cracked.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 48 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Washing Wash glasses in soapy warm water at the bar. Next, rinse them in clean warm water and put them upside down to dry. Then polish them with a clean cloth which is used only for polishing glasses. Linen The clean linen is stocked neatly by colour on the shelves in the laundry. When you handle linen your hands must be clean and dry. Stainless steel ware, like cutlery, tea pots etc. As soon as possible after use, clean in hot soapy water, rinse in clean hot water, wipe dry and polish with a clean cloth.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 49 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 Crockery Crockery is washed in hot soapy water. It is then rinsed in clean hot water and dried with a clean cloth. Crockery breaks and chips easily and must always be handled carefully. Don‟t throw everything together in the water. Before you use crockery you must see that it is clean and has no chips or cracks. Damaged things must be taken to the manager.
LGPC-QAS FOOD AND BEVERAGE SERVICES NC II Core Competency Module 1 Preparing the Dining Room/ Restaurant Area for Service Date Developed: April 6, 2015 Document No. Issued by: Page 50 of 104 Developed by: Armel M. Duran and Sherlene B. Alasian Revision # 00 SELF-CHECK 1.2-2 A. TRUE OR FALSE DIRECTION: Tell whether the given statement is true or false. Write (True) if the statement is TRUE and (False) if the statement is FALSE. Write your answers on a separate sheet. 1. The grooming of waiters and other staff are not necessary in service. 2. The receptionist shall be the one to distribute side duties and assignments of service staff. 3. Chinawares must be piled up by thirties. 4. Glasswares must be placed in a glass rack. 5. Dry cutleries, and chinawares in an electric fan. 6. All glasses, crockeries, cutleries and other service equipment should be polished before the service is starting. 7. Crockeries must be thrown away together in the water when washing. 8. Glasses must never be put one into the other when bussing. 9. Any glass clean or used, that has a stem is picked up and carried by taking it by the stem. 10. Supplies should be properly classified and arranged. Place them in the appropriate location at the service station.