food and beverages

1. Food and
Beverage
Services
Mrs. Carolyn S. Vestidas
Master Teacher I

8. WHAT’S NEW ?
Answer the following question based on your experienced.
Guide Question Answer
1. Have you been to a restaurant?
2. How was your experienced?
3. Do you think they have served you
based on the standards?
4. What are the different workforce
classification you had observed?
5. Describe how food and beverage
operation worked?

9. A restaurant is a retail establishment
that serves prepared food to
customers. Service is generally for
eating on premises, though the term
has been used to include take-out
establishments and food delivery
services. The term covers many
types of venues , diversity of styles
of cuisine and service.

10. Restaurants are sometimes a
feature of a larger complex,
typically a hotel, where the dining
amenities are provided for the
convenience of the residents and
for the hotel with a singular
objective to maximize their
potential revenue. Such
restaurants are often also open to
non-residents.

11. 1. To provide food and beverage, served
attractively fulfilling customer expectation.
2. To provide a nice environment where
guests can enjoy the food and drinks.
3. To make a profit.

12. Type
sofRe
staurant

13. CAFETERIA
S
Cafeterias are restaurant serving mostly
cooked or ready to eat food arranged
behind a food-serving counter. A patron
takes a tray and pushes it along a track
in front of the counter. Depending on
the establishment, servings may be
ordered from attendants, selected as
ready-made portions already on plates,
or self-serve of food of their own choice

14. FAST-FOOD
TS
RESTAURAN
Fast-food restaurants
emphasize speed of
service and low
cost over all other
considerations.

15. FAST-FOOD
RESTAURANTS
Following are the characteristics of various fast food outlets:
1.Guest has to pay at the counter and collect food from the server at the
counter-Food counter service.
2.Guest collects food from containers / trays, and pays at the counter as per
menu selected or per weight of the food selected.
3. Coupon service: guest pays for desired menu and counter issues a
coupon.
Guest consequently gets food in exchange of coupon.
4. Guest orders at the counter; once food is ready, it is served at the table.
5.Drive-through: guest drives through assigned lane, orders food and
collects them. There is no space allocated for eating.

16. CASUAL DINING RESTAURANTS
A casual dining restaurant is a
restaurant that serves moderately-
priced food in a casual atmosphere.
Except for buffet- style restaurants,
casual dining restaurants typically
provide table service. Casual dining
comprises of a market segment
between fast food establishments
and fine dining restaurants.

17. FAMILY STYLE
RESTAURANTS
Family style restaurant are
restaurants with a fixed
menu and fixed price,
usually with diners seated
at a communal table such
as on bench seats. Often
these restaurants provide
children play area.

18. SPECIALTY RESTAURANTS
They range from quick service to
upscale. Menus usually include ethnic
dishes and/or authentic ethnic foods.
They specialize in a particular
multicultural cuisine not specifically
accommodated by any other listed
categories.
Example:
Asian Cuisine, Chinese cuisine,
Indian Cuisine, American Cuisine etc.

19. TheStaff

20. STAFFING AND
MANAGEMENT
The focus of recruiting service
personnel and management staff should
be effective delivery of services and
proper management on daily basis, plus
long-term goals of the restaurant.
Restaurant staffing depends on size,
covers, style, ,type of the food and
extent of the operation. But remember,
the key for effective management and
service delivery is teamwork. Following
personnel shows a structure of medium
size casual dining restaurant.

21. RESTAURANT MANAGER
This person has overall responsibility
for the restaurant and other food and
beverage service areas. The restaurant
manager sets the standards for service
and is responsible for any staff training
that may have to be carried out, on or off
the job. He or she may make out duty
rosters, holiday schedules, and hours
on and off duty, so that all the service
areas and outlets run efficiently and
smoothly.

22. RESTAURANT CAPTAIN
This person has overall charge of the
service staff/ team. He is responsible
for ensuring that all the duties
necessary for the pre-preparation for
service are efficiently carried out and
that nothing is forgotten. The captain
helps with the compilation of duty
rosters and holiday schedules, and
may relieve the restaurant manager,
on their days off.

23. WAITER
The waiter must be able to carry out
the same work as the station
headwaiter and relieve him on days
off. The waiter will normally have less
experience than the station
headwaiter. Both the waiter and the
station headwaiter must work together
as a team, to provide efficient and
speedy service.

24. TRAINEE/APPRENTICE
The trainee is the 'learner', having just
joined the food service staff, and possibly
wishing to take up food service as a career.
During service, this person will keep the
sideboard well filled with equipment, and
may help to fetch and carry items, as
required. The trainee carries out certain
cleaning tasks during the preparation
period. He may be given the responsibility
of looking after and serving some appetizers
or smaller courses, from the appropriate
trolleys.

25. WINE WAITER /SOMMELIER
The sommelier is responsible for the
service of all alcoholic drinks, during
the service of meals. He must also
be a sales person. This employee
must have a good knowledge of all
beverages available, the best wines
to accompany certain foods and the
liquor licensing laws applicable to
the particular establishment and
area.

26. HOST/HOSTESS
The role of a restaurant host is to
attend to guest’s needs, particularly,
on arrival at the restaurant. The host
should "meet, greet and seat" the
guest. The host/hostess should
make sure that; guests leaving the
restaurant have enjoyed their meal.
The host is usually the final contact
point for the guest and this is a
"sales" opportunity

27. BARMAN
This person must
have a good
knowledge about the
ingredients and
methods needed to
make alcoholic and
non alcoholic drinks.

28. FoodSe
rviceSyste
m

29. CONVENTIONAL FOOD
SYSTEM
This service system is the
most common of all the
systems in the food service. In
this kind of system,
ingredients are assembled and
food/ dish is produced onsite.
This system is usually used in
cafeterias, restaurants, small
hotels and school canteens.

30. CENTRALIZED (COMMISSARY)
FOODSERVICE SYSTEM
Centralized Foodservice is also known
as central kitchen or food factory. In
this kind of system food is prepared in
one place then transported to satellite
kitchens. This system is most effective
when mass production is required,
airline industry is an example of
establishment that uses centralized
foodservice system.

31. CENTRALIZED (COMMISSARY)
FOODSERVICE SYSTEM

32. ASSEMBLY- SERVE FOODSERVICE
SYSTEM
In this system, food is
purchased then stored either
chilled or frozen for later use.
Then it will be portioned and
reheated and served to
customers. It is usually used
by in flight caterers.

33. Type
sof
Re
staurant

34. 2 TYPES OF RESERVATIONS
MANUAL SYSTEM ONLINE SYSTEM

35. MANUAL RESERVATION SYSTEM
depend on the person designated, usually a host or hostess, to
answer the phone ,record the details of the said reservation
and taking their credit card information as guarantee. They
may also answer guest questions, give accurate directions to
the restaurant, and provide clear information about parking .
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.

36. MANUAL RESERVATION SYSTEM
Product information such as room types, menu items,
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.

37. ONLINE RESERVATION SYSTEM
makes use of the internet through a website, where all the
necessary information needed for reservation is keyed in by
the guest. Other information about the restaurant, such as
directions to the place , parking, active promotions and
discounts are also available online, instead of depending on
the host or hostess for details. It also 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.

38. ONLINE RESERVATION SYSTEM
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.

39. Elem
e
ntsofRe
se
rvation

40. Type
sofBookings

41. ACCOMODATION 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.

42. 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.

43. 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.

44. COACHES OR BUSES
To travel from one
place to another or
to visit a particular
tourist destination.

45. LIMOUSINES
(rental cars/vans) –
Customers can book
transport to either drive
themselves around or
have a chauffeur
included with the
vehicle.

46. DAY/EXTENDED TOURS
includes meals and
maybe
accommodation and
entrance fees to
tourist parks.

47. DINING AND MEAL RESERVATIONS
for restaurants or
eating houses.
ENTERTAINMENT
such as the theatre
or music concerts.

48. TOURIST ATTRACTIONS
Events such as the different ethnic festivals
of the Philippines

49. OTHER VENUES
some Airlines will book accommodation for
guests. If one hotel is fully booked they might
make a reservation at another hotel. Travel
agent’s book theatre or concert tickets.

50. SOME WAY TO CHECK AVAILABILITY
A.Ability to offer alternatives when the
requested booking is not available.
B.Provide information on the costs and
product features;
C.Record the details and requirements of the
person making the reservation;
D.A way of recording the acceptable method of
payment and provideconfirmation details

51. W
aysRe
se
rvationsm
ay
bereceived

52. 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
Email – through an email address
Facsimile (fax) – this is another form of
communication that is beingreplaced by technology

53. Internet – on-line bookings via a website
Third party reservations – using a reservation
company to make a booking for you e.g. Wotif, Asia
Rooms, 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

54. TipsinTaking
Orde
r
Reservation

55. TIPS IN TAKING ORDER
REA
Sn
Es
w
Re
VriAnqTuIirOiesNpromptly
,clearly and as
accurately as possible
Ask pertinent questions to complete the details of
the reservation. Take note
of specials, and changes in the menu and make sure
to inform guest about it.
Gather all pertinent information on the reservation
from the guest politely
and efficiently.

56. based on establishment
standards.
Confirm customer reservations prior to their arrival
Impart additional information to the guest such as
food establishment
,parking conditions and directions to the establishment
Always be calm and polite when speaking to the
guests
Avoid double booking.
TIPS IN TAKING ORDER
REA
Sc
c
Eu
Rr
a
Vt
e
l
AyTreIcOordNreservationdata on forms and

57. PossibleQue
stions
in Orde
r
Re
se
rvations

58. Cantoneses, Modern Australian)
What style of menu do you offer? ( Alacarte or table d ‘ hote )
Do you accept credit cards? If yes, Which credit card do you
take?
Can we bring in other food and drinks bought from outside?
Is there a corkage for food and drinks bought from outside? If
yes, please
how much
What time do you start serving? For lunch? For dinner?
QUESTIONS IN ORDER
REW
Sh
a
Etk
R
i
n
V
do
A
fc
Tu
i
Is
Oi
n
e
Nd
oyou offer? ( French, Italian,

59. QUESTIONS IN ORDER
RED
So
Ey
R
oV
u A
ac
T
cI
oO
mN
modate children?
Do you cater persons with disability?
Are all rooms air conditioned?
Do you have parking facilities?
Do you cater specific functions?
Do you have smoking area?
How do we get there? What is the nearest
landmark?

60. Te
lephoneEthics

61. TELEPHONE ETHICS
Telephone plays an important role in
times of reservation on phone. Perfect
telephone handling ensures efficiency of
the reservation agent which at the same
time upholds standard. Telephone ethics
are set of moral principles used when
handling telephone.

62. 1.GREETING -Telephone conversation expects you to open
the conversation with a nice greeting.
2. TAKE PERMISSION AND BE POLITE - A polite word or two
always helps in bringing warmth into the conversation.
3.IDENTIFY SELF AND THE ORGANIZATION - Always
introduce yourself before getting into any conversation.
4.CLARITY -Do not use broken phrases. Always use a clear,
&simple language.
5.PURPOSE OF THE CALL - Think through exactly what you
plan to say and practice before you place the call. Jotting down
the items you want to discuss.
TIPS IN ANSWERING TELEPHONE

63. 6. KNOW YOUR TIMELINE AND KEEP IT SHORT.
7.AVOID FILLERS AND KEEP IT INTERESTING-
FILLER WORDS -- like um and uh
8.SMILE THROUGH THE PHONE -Keep a 'smile in
your voice.'
9.FIND SOME QUIET PLACE -clearly without
background noise.
10. SUMMARIZE, PARAPHRASE AND CLOSE-
Always end the call with a
pleasantry
TIPS IN ANSWERING TELEPHONE

64. WHAT’S MORE?
True or False. Write TRUE if the statement is correct, and FALSE if it is
incorrect. Write your answers in your notebook
1. Conventional Food service System is the most common of all system
in foodservice system.
2.The food is produced onsite ,it is usually chilled or frozen then
reheated and served to customers on site and readily available to the customers.
3. Food is purchased then stored either chilled or frozen for later use.
4. A Family style is a restaurant that serves moderately-priced food
in a casual atmosphere.
5. Hotels often specialize in certain types of food or present a certain
unifying, and often entertaining theme.

65. WHAT’S CAN I DO?
Role Play
Instructions: Form a group with 5 members.
Present a role play that highlights the duties and
responsibility of service personnel .Each group
will be given 10 minutes to prepare.

66. WHAT’S CAN I DO?

67. PERFORMANCE TASK
Perform a Telephone Reservation.
Sample Situation
a. Total number of guests : A family of 12 composed 8
adults
4 senior citizen and 4 children
b. Purpose: Dinner Reservation
C. Condition : First Time to try Restaurant
One adult vegetarian
No smoking Area

68. PERFORMANCE TASK
Perform a Telephone Reservation.
The following skill should be observed during the role play:
1. The phone answered promptly and with appropriate greetings.
2. Inquiries are being answered properly with clarity and accuracy.
3. Important questions are asked to complete the details of reservations.
4.Reservation data are accurately recorded based on establishments
standards.
5.Details of reservations are repeated and confirmed with the party
making reservation.
6. Additional information about the food service is provided when
necessary.

69. PERFORMANCE TASK
SCORING RUBRICS

70. Thanks