Core Competencies for Food and Beverage Services NC2

1. Welcome guests and take food and beverage orders.

2. Prepare dining room/restaurant area for service.
3. Provide food and beverage services to guests.
4. Provide food and beverage products.
5. Receive and handle guests concern.
6. Provide room service.

Actual Demonstration
1. 10 napkin folding in 3 minutes (10 folds and identify);
2. Table set-up. (French, Russian, American);
3. Table Reservation;
4. Table service including wine service and
5. Room Service
Oral Examination (The assessor picks 10 question out of 40 question regarding Food and
Beverage Service and the students need to answer the selected question of the assessor)

Taking table reservation

Receptionist : Good morning. Thank you for calling BPC Restaurant.

___________ (your name) speaking how may I assist you?
Guest : Good morning. I would like to make a table reservation in your
restaurant.
Receptionist : Certainly, ma’am. But before anything else may I ask under whose name
the reservation will be listed?
Guest : Its ____________________ (Your Name).
Receptionist : May I know your complete address ma’am?
Guest : Its 231 San Vicente, Malolos, Bulacan.
Receptionist : How about your contact number please?
Guest : My mobile number is 0917-123-4567.
Receptionist : Thank you for that ma’am. When would you like to reserve a table?
Guest : For Friday night, February 16.
Receptionist : What time would you be arriving?
Guest : We’ll be there by 8 PM.
Receptionist : ok, ma’am, for many guests would you be reserving?
Guest : A table for 4 would be fine.
Receptionist : Does that include children below 6 years old or 3 years old perhaps?
Guest : No all adults.
Receptionist : Thank you for that ma’am, what area would you prefer, non-smoking or
smoking area?
Guest : Non-smoking area please.
Receptionist : If you don’t mind ma’am, are you celebrating a particular occasion for
this affair?
Guest : None.
Receptionist : Ok. Ma’am. Let me put you on hold for a while, I’ll check the availability
of your request table.
Guest : Ok.
Receptionist : Sorry to keep you waiting ma’am. There is an available table for 4 in a
non- smoking area for February 16.
Guest : Ok.
Receptionist : Thank you. Let me repeat the details of your reservation. You are
_______________ (name), you reserve a table for 4 in a non-smoking
 area for February 16, and you will be arriving by 8 PM. Do you have any
special request?
Guest : None that would be all.
Receptionist : Thank you for calling and trusting BPC restaurant and please do call us to
any possible changes you would want to make regarding your
reservation. We are looking forward for your arrival on February 16.
Have a good day!

Sequence of Table Service

(A la Carte)
Complete the pre-set up before the guests arrive.

1. Welcoming the guest.

Guest without reservation.
Receptionist : Good morning sir/ma’am, welcome to BPC Restaurant.
Do you have a reservation Ma’am/Sir?
Guest : No, I don’t have a reservation.
Receptionist : May I suggest a table for you?
Guest : Sure.
Receptionist : How many are we expecting in the party sir/ma’am?

(Guest to inform number of guests)

Guests with reservations:

Receptionist : Good morning sir/ma’am welcome to BPC Restaurant. Do
you have a reservation?
Guest : Yes.
Receptionist : May I know your name mam so that I could check.
Guest : It’s _________(name)____________.
Receptionist : Yes ____________________, we prepared a nice table for
you. This way please.

(Escort guests to the table.)

Waiters lead the guests to the table.

Receptionist : Will this table is alright for you?

2. Seating the guest.

Waiter pull the chair for the guests and assist her in seating, Waiters assist the
guest in unfolding the table napkin.

Receptionist : Ma’am may I unfold your table napkin?

If the answer is yes, unfold the napkin and place on the lap. But if It is a no, just
place it on top of the table at the left side of the guest.

3. Offering before dinner/lunch drink.

Receptionist : May I offer you a glass of refreshing drinks before your

meal?”
4. Presenting the Menu.
Present the menu with the cover facing the guest if the menu is book type, if not,
present it open.

Server : May I present the menu for your selection? May I leave
you for a while so you can choose from our selection? I’ll
be right back to get you order.

5. Taking food order.

Stand at the right side of the guests. Be sure to have an order pad and pen)
Ask he guest If they are ready to order.
Server : Ma’am may I take your order now?

Take the order beginning with ladies, then the gentleman. If there is a child
present, begin with the child, then the lady, then the gentleman.
 Write down the order.
 Make the suggestive selling to complete meal. If guest is not adding to
their orders,
 Repeat the order. Before leaving the guest.
 Mention how many minutes it will take for you to serve their orders.

6. Completing the table set-up. Complete the set up. Arrange all the cutleries that will be
needed for a specified food order.

7. Assembling the order and serving the orders. Rules in assembling and serving orders:
A. Serve food in appropriate containers and temperature
B. Follow proper sequence in serving food. The standard to serve from the
lightest to heaviest.

First – Appetizers
Second – Soup
Third – Salad
Fourth – Main course
Fifth – Dessert
Sixth – Coffee/tea

C. Serve the guest in the following order:

Honoree
Ladies
Gentleman
If there are children, they must be served first before the
adults.

D. Serve food and beverage on the appropriate side of the guests. (Food must
be served from the left side and drinks from the right side of the guest.)
E. Upon serving, mention the name of the dish.
F. Never show the thumb on the plate when serving so as not to touch the food
G. Never reach/serve food in front or across the guest to serve another guest.
(Monitor the guests’ table and keep coming back to check and ask “how’s
your soup, salad…. Are you ready for your next dish?)
 8. Clearing the table. Soiled dishes should be bussed out from the right side of the guest.
When removing soiled dishes, make an excuse and ask permission from the
guest.
Server : Excuse me, ma’am, are you done with your appetizer/salad/….?
Or
May I take your plate now?

When bussing, follow the standard procedure:

SCRAPE – Scrape left over foods and place them in one container
STACK – Stack together the china wares of the same kind.
SEGRAGATE – Segregate china wares from utensils and left overs.

9. Presentation and settlement of the bill if there are no more orders, inform the cashiers
to close the order. Review the bill first before presenting it to the guest.

Present the bill. Place it in a bill folder or tray with the amount face down. Take payment
from the guest. If cash is received, count the money in front of the guest. Inform him
outright of the amount received.

Server : Sir May I present the bill? Your bill is (mention the
amount)
SAY : Sir, you gave me P1,000.00”. or “Sir I received P1,000.00
If the bill will be settled by credit card, acknowledge the
card received.
SAY : Sir, I received your visa card” “I’ll be back for your
receipt and signature”.

10. Bidding goodbye and thanking the guest. Thank the guest for their patronage:
SAY : Thank you, sir/ma’am, we hope you enjoyed your meal. Do
visit us again”.

Sample Conversation:
Receptionist: Good morning welcome to BPC restaurant. Are we holding a reservation
for you?
Guest: Good morning. Yes, I have a reservation.
Receptionist: May I know under what name the reservation was listed?
Guest: It is under the name of Ms. _______________(name)
Receptionist: Ok, ma’am excuse for a while, I’ll just check the reservations book.
Guest: OK.
Receptionist: I’m sorry to keep you waiting. You have reserved a table for 1 in a non-
smoking area. You requested a table near the window.
Guest: Yes. That’s right.
Receptionist: Let me show you to your table. This way please. Is this table ok with you?
Guest: Yes. That would fine.
Receptionist: Have a seat ma’am. Your waiter will be with you in a short while.
Waiter: Good morning/afternoon/evening, ma’am/sir. I am ______, I will be your
waiter today may I unfold the table napkin for you?
Guest: Hello. Yes, please.
Waiter: Would you like some refreshing drink?
Guest: Just cold water. Please.
Waiter: Ok, ma’am. Excuse for a while
Guest: Ok.
Waiter: Here is your water ma’am. I’ll be back to present our menu.
Guest: Thanks
Waiter: May I present our menu for your selection? I will leave you for a while so
you can browse our menu.
Guest: Ok thanks
(after few minute)
Waiter: Are you ready to order now?
Guest: Yes. for starters I would like to order one tortilla. One seafood salads with
vinaigrette. Then for main courses I would like one fillet steak.
Waiter: How would you like the steak prepared?
Guest: Well done please
Waiter: For your drink sir, I would suggest red wine to go with your fillet steak.
Will with that be ok with you?
Guest: Yes, that will be good.
Waiter: For dessert, would you like to try our blueberry cheesecake a la mode,
the newest addition to our selection of delicious desserts.
Guest: Maybe later.
Waiter: Ok, sir let me repeat your orders. For starters. You ordered one tortilla,
one seafood salads, For the main course. You ordered one fillet steak. For
your drink. You will have red wine. Did I get it right, sir?
Guest: Yes. That’s correct.
Waiter: Is there anything else you would like to order?
Guest: No. thanks we’ll let you know if we will order dessert later.
Waiter: Ok. Sir, your orders will be served in 20 minutes. Will that be ok?
Guest: Ok, fine
Waiter: I’ll be back to complete your table set-up.
Guest: ok
(waiter completes the table set-up)
Waiter: Excuse me. Would you like to try our complimentary bread while waiting
for your food to be serve, we have: dinner rolls, cheese rolls and poppy
seeds.
Guest: Dinner rolls please
Waiter: Thank you ma’am, would you like to leave the bread basket?
Guest: No, thanks.
(after serving the complimentary bread)
Waiter: This is your appetizer, ma’am. (left side of the guest)
Guest: thanks
(after the guest is done with the appetizer)
Waiter: Are you done, ma’am? Can I remove your soiled dish?
Guest: yes
(waiter serves all the food orders and soiled dishes after each course)
(Wine presentation)
Waiter: Excuse me. May I present to you your red wine Carlo Rossi, full bodied
red wine, manufactured from California and has 10% alcohol content by
volume of 375 ml with the vintage year of 1976 with the distributor CEDC
International.
Guest: Yes please.
Steps in opening still wines or red wines:
 Present wine to guest.
 Hold wine bottle at 45-degree angle to the neck or placing it on the table
with the label facing the guest
 Use a professional flat corkscrew with knife attachment
 Remove capsule
  Present cork to the guest.
 Pour wine.
(Presenting the bill)
Guest: Waiter, bill out
Waiter: This is your bill ma’am
Guest: Thanks (gets the bill and place payment in the bill folder)
Waiter: Ma’am. I received P __________ I’ll be back for your changed and
receipt.
Guest: ok
(after setting the bill)
Waiter: Here’s your change and receipt
Guest: thanks.
(guest leaves the table)
Waiter: Thank you for dining with us. Please do visit us again goodbye!

ROOM SERVICE
Taking Room Service Order

1. Lift receiver on the first ring if possible. Identify room service and greet caller as you
say: Room service, good morning. This is ________speaking. How may I help you?”
2. Ask the guest’s name and room number. Like Before anything else sir/ma’am may I
know your name and room number please?
3. Take the order and write it down. Write down and clarify orders as you hear them.
Ask the number of orders and the guest’s preferences regarding the manner of
preparation.
4. Make suggestive selling. Suggest menu specialties.
5. Repeat the order. Mention the item ordered, the quantity and manner of
preparation.
6. Ask the guest how she will settle the bill.

May I know how you will settle the bill?

If the guest says cash, nicely ask: May I know the denomination she will give so I can
prepare change?
I f the guest will charge it to the credit card, May I ask for the credit card number?
Then put the guest on hold and verify his/her credit card number.
Tell the guest you’ll bring the receipt for his signature.
7. Mention what time the food will be delivered
Say: Your food will be delivered within 20 minutes.
8. Thank the guest and start preparing the food.
Thank You for calling room service!

Sample conversation for room service

Order taker: Good morning. Thank you for calling room service. This is
_____________ (your name). How may assist you?
Guest: I would like to order a breakfast meal.
Order taker: Before anything else, may I know your name and your room
number?
Guest: _________________ (your name) from room 201.
Order taker: For clarification, you are ____________ (name) from room 201.
Did I get it right?
 Guest: Yes.
Order taker: May I take your order now?
Guest: I would like to order 1 coffee, 1 pancake with maple syrup and 1
orange juice.
Order taker: Would you like to try our cheese omelet?
Guest: No, some other time.
Order taker: May I repeat your order? You order 1 coffee, 1 pancake with
maple syrup and 1 orange juice.
Guest: Yes, that’s correct.
Order taker: Ok ma’am, how would you like to settle your bill? Will you be
charging it to your room or pay it in cash?
Guest: In cash. How much is my total bill?
Order taker: 750.00 ma’am, May I know the denomination of your money so I
can bring change for the payment.
Guest: 1,000.00.
Order taker: For clarification, let me repeat the details of your order. You are
_____________ (name) from room 201. You order 1 coffee, 1
pancake with maple syrup and 1 orange juice. And you be settling
your bill in cash. Did I get it right?
Guest: Yes, that’s correct.
Order taker: Ok, ma’am your order will be served in 20 minutes. Will that be ok
with you?
Guest: That would be fine.
Order taker: Thank you for calling room service. If you need more assistance,
just dial 02 and we’ll be happy to assist you. Have a nice day!

Delivery of Room Service Orders

1. Knock the Door. Use the knuckles or activate the doorbell. Knock should be gentle
and not too loud to avoid irritating sound. Allow a few second in between knocks
and sound off, say: “Room Service”.
2. Once the door is opened greet the guests by the hour of the day and say:
“Good morning/afternoon Sir/ma’am (or mention the guest name).
“Here’s your Room Service Order”.
“May I come in?
Do not enter the room until the guests give you the permission.
“May I leave the door open?”
3. Once inside the Room leave the door open unless the guests order you to close it.
Ask where the guest wants the trays or trolley to be set-up.
Say : “Where would you like me to set-up your table sir/ma’am?
“Shall I leave the food on the trolley or you want it to transfer to
your table?
After setting up the table as requested, offer additional service:
“If you’re ready to eat, shall I serve the food for you?
“Shall I serve the coffee/tea?
“Shall I open the soft drinks for you?
“Would you like me to open your curtain to brighten your day?
(Note: If the guest wants to eat later, leave the food on the heater (if used). If not
place it on the table. Before presenting

Sample conversation:

RS Waiter: Gently knock 3 times and announce ROOM SERVICE!

Guest: Guest open the door
 RS Waiter: Good morning. I am ___________ (your name) from Room service
department. This is the order for ____________ (guest name).
Guest: Good morning.
RS Waiter: May I enter your room?
Guest: Ok. Please come in.
RS Waiter: Would you like me to close the door or leave it open?
Guest: Just leave it open.
RS Waiter: Where would you like me to place your order? Shall I leave the
tray on the table or set-up your orders on the table?
Guest: Just leave the tray on the table.
RS Waiter: Ok. May I present your orders. This is your 1 coffee, 1 pancake
with maple syrup and 1 orange juice.
Guest: Thank you.
RS Waiter: Is there anything else I can do for you? Would you like me to open
the curtains to brighten up your room?
Guest: no, it’s ok?
RS Waiter: Would you like to have a newspaper?
Guest: Yes please.
RS Waiter: May I present your bill? (give the bill to guest)
Guest: Here’s my payment.
RS Waiter: I received 1,000.00. Your bill is 750.00. Here is your changed.
Guest: Thank you.
RS Waiter: What time would you like me to come back to clear your soiled
dishes?
Guest: Come back after an hour.
RS Waiter: Ok mam, thank you for calling room service. If you need more
assistance, just dial 02 and we’ll be happy to assist you. Have a
nice day!

Oral Questioning (possible question)

Suggested Question

1. Checking reservation is an important part of understanding trade for the day. Name five
information you should check in relation to reservations?

Answer : Check the name of the Guests

Date of Reservation
Number of Guests
Particular placement
Special requests
Check:
 Condition of tables & chairs
 Sanitary linens
 Clean & sanitized table appointments
 Flower arrangement
 Filling of condiments
 Condition of menu cards
 Knowledge of the menu for the day

2. What comprises the mis-en-place?

Answer: To check the completeness and cleanliness of set-up of dining area.

3. Before the commencement of service, give eigth areas that need to be checked for cleanliness.
Answer: A. Wait Station
B. Dining Area particularly;
C. Tables and Chairs
D. Floor
E. Wash Room
F. Banquet Hall
4. What is the key difference between an a la carte and table d’ hote menu?

Answer: Ala Carte is a per item menu while table d’ hote menu is a set menu.
5. Give some techniques on how you can welcome guests to make them feel comfortable and safe?

Answer: Greet them accordingly and properly.

The following are some of the techniques that could help in welcoming guests:
 Know the reservations for the day to have an idea as to the incoming guests and the
bulk of expected guests.
 Try to remember the names of the guests, particularly the regular guests.
 I will always address our guests Sir / Madam, if not by their names to show how
important they are to the establishment.
 Give extra attention by asking “is there anything else that you need Sir?” or “How do
you find your meal Madam?”
 I see to it I bid goodbye and thank the guests for coming.

6. What are some special needs that must be addressed when welcoming a costumer?

Answer: Ask table for how many.

7. What are activities associated with presenting menus and drinks list? How do you present the
menu?

Answer: Do suggestive selling. Present the menu half opened on the house specialty or most
expensive menu.
8. Explain the importance of selling the hotel/ restaurant operation?

Answer: It will help increase sales and introduce the new and other facilities to guests.
Up selling is very important in food service because of the following reasons:
 The guests are not aware of all the food that we offer.
 Due to several selections, the guests tend to just choose some food items.
 There are terms that are unfamiliar to the guests, unless we offer and explain to
them, they will not order.
 We know what would complete the meal, thus we should offer it.
 We also know what food goes well with what drink.
 We know that children will love to eat anything sweet, let’s offer it.
 The unpopular menus can be introduced through upselling.
 Above all, up selling could help increased our sales for the day.
 Up selling skill is a test of waiters concern for the establishment and the
manifestation of managerial skills
9. When collecting food from the kitchen, what checks should food serves make?

Answer: Check the temperature of the food (Hot food should be on a hot plate, cold food should be
on chilled container.
Check the garnish and cleanliness.
10. What is the process for adjusting cutlery?

Answer: Complete the set-up before the food is to be served.

11. What is the correct temperature when serving red wine?

Answer: Chilled or Room Temperature.

Room temperature (15.5° to 18°C; 60° to 65°F)
12. What is the ‘3 minute check?

Answer: Refill water goblet.

Remove the soiled dishes.
13. What item can be replenish during check
14. What are some options to resolve a food related costumer complaint, During the three minute
check?

Answer: Replace the complained food item.

15. What are the things to do when guest complaint?
Explain steps on how to handle guest complaints
Answer: Hear them out.
Empathize.
Acknowledge and apologize.
Take action.

 Listen attentively and acknowledge the complaint

 Apologize
 Restate the complaint briefly back to the customer to show you have listened and
understood.
 Agree by thanking the customer for bringing the matter to your attention
 Act quickly, quietly and professionally
 Follow up if complaint was addressed

16. How will you handle guests’ needs with restrictions on allergies?

Answer: Ask the guest if he\she has an allergy on a specific ingredient as the food they ordered has
component of that item.
 Inquire the specific restriction/allergens
 Suggests alternative food items
17. How will you handle a guest with a sign of intoxication requesting for more bottles of hard drinks.

Answer: Offer other items to guest that is non-alcoholic.

I will acknowledge his being happy in the restaurants, then I will say a white lie that we ran
out of stocks, but we will be happy to serve him again next time, I could also do suggestive selling by
offering coffee or hot soup
18. What assistance can be provided to costumers as they leave a table?

Answer: Help them call a taxi or assist them to the entrance door.
19. What are some examples of end of assistance?

Answer: If the guest refuse the offer the 3rd time.

20. What are common methods in which costumers can settle accounts?

Answer: Cash/Credit Card

21. What are the different styles of banquet set-ups?

Answer: Formal, Conference , Auditorium.

22. Case study.
The guests have given their orders and the waiter has placed the orders to the kitchen. The waiter
returns to the table and informs the guests of the house specials and best seller menu items.
Intrigued and encourage to try the recommended food items the guests changed their minds and
cancelled their earlier order.
Explain What went wrong?
Answer:
The waiter did an up selling, however, it was a wrong timing. He should have served the
ordered food first before offering other items. Otherwise, he should have offered unpopular
 menu’s while they were choosing yet.
PROVIDE ROOM SERVICE
1. How can you avoid room service mistakes?
What are the things that need to be checked to avoid mistakes?
Answer:
 Check the orders
 Amount of the bill

2. What is a “Door Knob” menu?

Answer:
 A type of room service menu place in the guestroom, which list the times that
breakfast can be served with a limited number of breakfast items. Guests select
what they want to eat and the time they want the food delivered, then hang the
menu outside the door on the doorknob. The menus are collected and the orders
are prepared and sent to the rooms at the specified times.

3. What are the standard amenities set in the tray/trolley during breakfast?
Answer:
 Sugar and cream
 Jam and marmalade
 Cup and saucer
 Silverware (dinner knife, dinner fork and teaspoon)
 Folded napkin

4. What will you do upon the reaching the guest room?

Answer:
 Knock the door
 Mention room service
 Greet the guests
 Set the table accordingly
5. What will you do upon entering the room?
Answer: Ask the guest to acknowledge the service by signing the delivery slip