FOOD AND BEVERAGE

SERVICES

NC II

REVIEWER

PREPARED BY:
MAYLLANE CAIMAN

Telephone Conversation ( HANDLING RESERVATION)

NOTE: calls should be answered after three rings.
Receptionist: Good morning. Thank you for calling (Name of Restaurant). This (your
name) speaking, how may I help you?
Client: Hi, good morning. I'd like to make a reservation tonight. Do you have any
vacancies?
R: Yes sir/ma’am we have several table available for tonight, and what is the exact
time of your arrival?
C: At (Time of reservation) .
R: For how many people is your reservation? and what kind of event sir?
C: There will be two of us. It’s a dinner date.
R: Smoking or Non-smoking area?
C: Non-smoking area please.
R: We have a great table available near at Alfresco Piano area which is a non-smoking
area is it fine with you ma’am/sir?
C: Sure it would be great, Thank you!
(IF THE GUEST MAKE A PARTICULAR RESERVATION ,CHECK THE AVAILABILITY).
R: Thank you for waiting I’m glad to inform you that your table reservation is
available.(if the request is available) if not make a suggestion.
R: We regret to inform you sir, that your reservation are currently not available. If you
want sir, we have a great table available near alfresco piano area, would it be fine with
you sir? (if the request is not available.)
C:That would be great!
R: Thank you sir/ma’am, can I have your contact number please?
C: Sure! My number is 12345667
R: Under what name is your reservation sir/ma’am?
C: Paulo Sierge
R: Can I spell your name sir?
C: Sure.
R: Your Name sir spell as Papa-alpha-uniform-lima-Oscar Sierra-India-Echo-Romeo-
Golf-Echo is that correct sir? Do you have any other request?
C: None that would be all.
R: Would you like to order now Mr. Paulo our chef prepared a special dish for tonight.
C: No, thank you well order later.
R: May I please repeat your reservation details, A table for two , near the alfresco
piano area which is a non-smoking area at exactly 8:00 o’clock tonight , under the
name of Mr. Paulo Sierge, and your contact no. is 12345667 Are the details correct
sir?
C: Great, thank you so much.
R: My pleasure Mr. Paulo may I just remind you sir that your reservation will be hold
for only 15 minutes after you reservation time. If you can’t come the restaurant has
the right to cancel your table reservation.
C: Sure! Well be there on time.
R: Thank you for calling Mr. Paulo. We look forward in seeing you then. Have a great
day ahead.

SEQUENCE IN FOOD SERVICE

 Welcome and Greet the Guest

 Escort and Seat the guest
 Present the Menu
  Take the Order
 Serve the Order
 Present and Settle the Bill
 Bid Goodbye

*Guests should be greeted according to the time of the day. Greet them at
the entrance within a minute of arrival with a smile and establish eye to eye
contact.

( With reservation)
Receptionist: Good Evening Sir, Welcome to Colegio Restaurant, do you have any
reservation?
Client: Yes!
R: Under what name is your reservation sir?
C: Under the name of Paulo Sierge.
R: Please excuse me for a while sir, I’ll check your reservation. Thank you for waiting
sir, your reservation is under the name of Mr. Paulo, a table for two near the alfresco
piano area, is it correct sir?
C: YES
R: Come this way please!
(Upon Reaching the Guest Table)
R: This is your table sir and we already set it up for your convenience,
R: Is the table fine with you ?
C: YES, thank you.
R: Please have a sit ( pull the chair) can I unfold your Table Napkin sir?
C: YES please.
(unfold the table napkin by pulling the edge of the table napkin then lay it on guests
lap.)
R: Would you like a glass of water or some refreshing drinks, we have apple juice,
lemon juice and orange juice.
C: A glass of water please.
(Pour Water in glass goblet at least ¾ of the glass be sure to have a table napkin at your
left side hand. ) ( if the guest request for a juice serve it in a juice glass or high ball
glass). Serve if from the right side.
R: Excuse me sir, would you like a garlic butter bread?
C: Sure
R: How many pieces sir?
C: 2 please

 Presentation of Menu

W: Good evening sir, I am ( State your Name) here is our Menu for your selection.
( present menu at the left side opened.) Please let me know if your ready to order or I’ll
be back to take your order. ( Allow guest to have t to select his food order atleast 3-5
minutes)
C: Sure.
W: Are you ready to order sir?
C: Yes.
 Appetizer
  Soup
 Salad
 Main Dish
 Dessert

(Waiter/s should perform up selling. For ex. The guest ordered appetizer and main
dish then suggest either soup , salad or dessert.)
W: Would you like to try our (Name of Dish) sir it is one of our best seller / How about
for ( Name of Dish) sir we have our signature honey comb toffee, which came from
fresh honey with a taste of Arabian coffee.
Would like you like to try our vintage Carlo rossi red wine to complement your main
dish.
C: Yes please.
(Repeat Orders to avoid mistake).
R: May I repeat your order sir, you ordered (say the ff. orders) is that correct sir?
C: Yes
R: Your Food will be served within 10-15 minutes
(After repeating the orders, set up the equipment needed according to guest
orders.)
R: Excuse me sir, would you like to try our wines to complement your dish, here
is our wine selection.
Serving Of Orders: Appetizer, Soup, Salad, Main Dish, Dessert
 Food should be serve from the left side and bass out from right side

W: Excuse me sir here is your (name of your dish).

W: Excuse me sir, are you done with your food? can I take your plate?
(Repeat the sequence up to main dish.)
After serving the main course perform wine service.

 Perform wine service*

* Make sure to set up first a wine glass, and under liner*
*When presenting wine be sure to have a table napkin and a corkscrew
W: Excuse me sir, here is your Carlo Rossi Red wine a very good vintage of 1987 a
product of California which has 10% alcohol content and 750 ml. would you like me to
open your wine sir?
(Open the wine by using cork screw. Then put the cork on the guests under liner.
W: Would you like me to pour some wine sir?
C: Yes please.
 Pour at least 1/8 of the wine glass
 Leave the bottle of wine at the table facing the guest.
 Bass out main course
( Before serving their last order Make sure to perform crumbing)
Lastly serve dessert if there is an order.
W: Would you like a coffee, or hot tea sir?
W: Excuse me sir, here is your (name of dessert.)

C: No, Thank you!

Afterward bass-out everything, except glass goblet and wine glass.
(Present and Settle the Bill)
R: Excuse me sir here is your bill, how would you like to pay it sir by cash or credit
card?
(Cash)
R: I received 2,000 php, I’ll be back for your change and receipt.
R: Excuse me sir here is your change and receipt.
C: Thank you!
R: Thank you for dining with us, hope you had a great time and see you again.

(Credit Card)
R: Sir we only accept BDO and Metro bank credit card. I received a Metro Bank credit
card I’ll be back for your signature and receipt.
R: Excuse me sir, can I have signature and here is your receipt.
C: Thank you!
R: Thank you for dining with us, hope you had a great time and see you again.

ALA CARTE SET UP Glass Goblet

Salt & pepper
shaker

Coffee cup/tea cup

with under liner

Dinner Fork

Service
Plate/Charger

Dinner Fork

Bread and Butter Plate sugar and cream container

TABLE NAPKIN FOLDING

1. PYRAMID 8. DIAMOND
2. BISHOPS HAT 9. ROSE
3. CANDLE 10. WATER LILY
4. BIRD’S OF PARADISE 11.Silver Buffet
5. ENVELOP 12. Fan with stand
6. Pocket 13. Butterfly
7. Pinwheel 14.French
ROOM SERVICE
ROOM SERVICE
R: Good Moring , Thank you for calling Room Service, This is Lisa Speaking
how may I assist you?
C: I would like to order for my Breakfast
R: Certainly Sir, what is your room number and name, please?
C: It’s room 218 and the name is Smith.
R: Thank you Mr. Smith What would you like to order Mr. Smith?
C: I’d like to order Ham and Cheese omelet and Blueberry pancake with maple
syrup.
R: Would you like some fresh orange juice topped with domain chandon brut
for your drinks sir?
C: Yes please.
R:Is there anything else you’d like Mr. Smith?
C:None that would be all?
R: How would you like to pay your bill sir? Is it charge to your accommodation
account or by cash?
C: Please charge it to my room accommodation.
R: May I just repeat your order Mr. Smith You ordered one ham and cheese
omelet, blueberry pancake with maple syrup and orange juice. It would be
delivered at room 281. and it would be charge to your room accommodation
account. Is that correct sir?
C: Yes, Thank you!
R: Your food will be delivered after 20 minutes sir. Is it fine with you sir?
C: Yes, thank you!
R: My Pleasure Sir, Have a wonderful stay at colegio hotel.
C: Thank you very much.

SERVING ORDER FOR ROOM SERVICE

Before Knocking make sure there is no DND sign hang on the doorknob
Knock 3 times
Knock, Knock, knock “Room service food delivery”
R: Good evening sir, I'm _(your name) from room service department is this room 218 and your
Mr.__?
C:Yes
R: May I come in?
C:Sure
R:Where would you like your meal to be set up sir?, in your table or beside your bed?
C: In my table please
R: (Present the order)
R: Excuse me sir, here is your ham and cheese omelet, blueberry pancake and maple syrup and
your orange juice topped with domain chandon brut .
C: Thank you!
R: Do you want me to open your curtain to lighten up your room sir?
C: Yes please
R: Do you want me to adjust the temperature of your air-condition?
C: No
R: Is there anything else would you like me to do sir?
C: Nothing
R: thank you sir, What time would you like me to pick up your soiled dishes sir?
C: Please be back within an hour please.
R: Alright sir, I’ll be back within an hour to pick your soiled dishes, Enjoy your meal.

Room service “Basing Out” –

knock 3times announce "room service.
R: Good Morning sir I’m and I am here to pick up your soiled dishes, may I
come in sir?
C: yes sure!
R:How’s your meal sir?
C: (complaining)
R:My apology for that sir I will take note of that and send it to our manager so
that this won’t happen again and thank you sir for bringing our your concern.
May I offer you a fresh fruit sir as my offerings?
C: No, but thank you for your kind gesture.
R: My pleasure Sir, may I now pick up your dishes?
C: of course
R: Thank you sir for staying here at Colegio de hotel, I hope u have a great day.
.1.WHAT IS THE DIFFERENCE BETWEEN CONTINENTAL BREAKFAST AND
AMERICAN BREAKFAST? Breakfast (sometimes called Continental Breakfast)
is usually pastries and bread, etc. whereas American Breakfast includes hot
items like eggs, sausages, etc. ...
2. WHAT IS INCLUDED IN CONTINENTAL BREAKFAST A hotel breakfast that
may include sliced bread with butter/jam/honey, cheese, meat, croissants,
pastries, rolls, fruit juice and various hot beverages. It is served commonly in
the continental Europe, North America.
3. WHAT ARE THE THREE MODE OF PAYMENT? Cash, Credit Card and Room
Accommodation
4. IN A RESTAUARANT WHAT ARE THE IMPORTANT AREA THAT BE
MAINTAINED ITS CLEANLINESS? CR, DINING AREA, AND KITCHEN
5. WHAT IS ALA CARTE? à la Carte is a menu type having a wide variety of
courses that are individually price
6. What is a 3 bucket system? Wash, Rinse and Sanitize
7. What is 3 minutes check? After 3 minutes we will check or approach guest
to offer service for example by refilling a glass of water and etc.