The document provides an overview of the food and beverage services industry. It discusses key competencies such as preparing dining areas, taking orders, promoting products, and handling customer complaints. It also defines important terms, outlines the skills and duties of food attendants, and describes techniques like different types of table service, cleaning methods, and handling customer complaints. The overall document serves as a guide for food and beverage service training.

1. FOOD and
BEVERAGES
SERVICES
SPJ INTERNATIONAL TECHNOLOGY INSTITUTE INC.

2. OVERVIEW
The food and beverage industry represents a huge sector of
services within the hospitality industry that include preparing,
presenting and serving food and beverages to the customers on-
premise (at restaurants and hotels) or off-premise (take-away,
restaurant catering service, and food delivery.
The food and beverage industry are different from other
industries in satisfying the needs of customers. It satisfies one of the
most important physiological needs of the customers.

3. CORE COMPETENCIES
1. Prepare the dining room/restaurant area for service
2. Welcome guests and take food and beverage orders
3. Promote food and beverage products
4. Provide food and beverage services to guests
5. Provide room service
6. Receive and handle guests concerns

4. LEARNING OUTCOMES
1. Prepare the dining room/restaurant area for service
1. Table reservations procedure for restaurants
2. Prepare service stations and equipment
3. Set-up tables in the dining area
4. Set the mood/ambiance of the dining area

5. LEARNING OUTCOMES
2. Welcome guests and take food and beverage orders
1. Welcome and greet guests
2. Seat the guest
3. Take food and beverage orders
4. Liaise between kitchen and service areas

6. LEARNING OUTCOMES
3. Promote food and beverage products
1. Know the product
2. Undertake suggestive selling
3. Carry out up selling strategies

7. LEARNING OUTCOMES
4. Provide food and beverage services to guests
1. Serve food orders
2. Assist the diners
3. Perform banquet or catering food service
4. Serve beverage orders
5. Process payments and receipts
6. Conclude food service and close down dining area
7. Manage intoxicated person

8. LEARNING OUTCOMES
5. Provide room service
1. Take and process room service orders
2. Set-up trays and trolleys
3. Present and serve food and beverage orders to guest
4. Present Room service account
5. Clear away room service equipment

9. LEARNING OUTCOMES
6. Receive and handle guests concerns
1. Listen to the complaint
2. Apologize to the Guest
3. Take proper action on the complaint
4. Record complaint

10. DEFINITION OF TERMS
•Hotel – place where a bonafide traveler can received food and shelter
provided he is in a position to pay for it.
•Aperitif - alcoholic beverage taken before meals, to stimulate the
appetite.
•Busboy – dining room helper and runner
•Busse out – taking out soiled plates/dishes from the dining area to
dishwashing area
•Dish out – food taken from the kitchen to the dining area

11. DEFINITION OF TERMS
•Flambé – flamed with spirit or liquor
•Garnish – ingredients which decorates, accompanies or complete
dish
•Menu – list of specific order of the dishes to be served out a given
meal
•Mise-en-place – French term means to put in place (for having all
things ready for use.
•Mise-en-scene – French term means to prepare the environment of
the outlet before service (e.g. cleaning service area)

12. DEFINITION OF TERMS
•Banquet – an outlet that caters to the service of food and beverage to
a large gathering of people.
•Amenities – different eatables that a hotel places in a guest’s room
on a complementary basis
•Outlet – a section in the f&b department
•Butler/Valet – a highly trained member of the staff who takes care of
all the needs of a resident guest.
•Fast food Outlet – a place where speed of preparation and service of
food is e,mphasized

13. DEFINITION OF TERMS
•Industrial Catering – preparation and service of food for employees
working in factories at subsidized rates.
•Primary Catering – establishment which are primarily concerned
with the service of food and beverages
•Secondary Catering – the provision of food and beverages is a part
of another business
•Restaurant – a place where food is prepared and served to guest for
a price
•Crockery – plates, dishes and cups used in dining

14. DEFINITION OF TERMS
•Side Station – used by the service staff for keeping all the service
equipment at one place; used as a landing table for the dishes picked up
from the kitchen enroot to the table and the dirty dishes from the guest’s
table to the wash-up area.
•Room Service Trolley – used for the service of large orders to guest in
their rooms
•Linen – tablecloth, napkins and slip cloths
•Tablecloth – should be large enough to cover the table, top as well the
portion of the legs of he table without interfering with the guest comfort
while he is seated

15. DEFINITION OF TERMS
•Menu card – documents used as a selling tool; helps in creating an
image in the minds of guest about the class of the establishment
•Accompaniments – served along with the food and beverage to
enhance its taste and flavors.
•Baize Base cloth – soft felt cloth usually green in color used on most
dining tables.
•Buffet – meal consisting of several dishes, attractively displayed on a
counter or table from which the guest served them

16. SKILLS OF A FOOD ATTENDANT
The service of f&b needs professional expertise. The service
should follow a sequence and have plan of action based on the
established practices of the professional catering industry. To ensure
that the plan is followed, the service staff should perform certain
tasked during and after the service.
As a waiter/waitress, YOU MUST HAVE:
1. Good Communication skills
2. Grace
3. Poise

17. DUTIES OF A FOOD ATTENDANT
1. Before the guest arrive
2. When the guest arrives
3. During the meal
4. When the guest leaves

18. BASIC RULES OF LAYING A TABLE
The table should be first covered with a baize base cloth for the
following reasons:
1. To protect the diner’s wrists and elbow from the tables sharp edges
2. To keep the tablecloth firmly in place
3. To protect the surface of the table and prevent the rattling of
crockery and cutlery.
4. To absorb moisture in case liquid spills on the table.

19. THINGS YOU NEED
TO KNOW IN FBS

20. TYPES OF TABLE SERVICE
1. AMERICAN
2. SILVER
3. FRENCH
4. RUSSIAN
5. GUERIDON
6. BUFFET
7. ROOM SERVICE

21. THE THREE BUCKET METHOD
1. WASHING
2. RINSING
3. SANITIZING

22. THE 3S IN F&B
1. SCRAPE
2. SEGREGATE
3. STACK

23. MENU FUNCTION
1. Breakfast
2. Morning Snack
3. Brunch (Breakfast + Lunch)
4. Lunch
5. Afternoon Snack
6. Midnight Snack

24. How do you handle guest complaint?
Use your heart
Hear (listen and identify complaint)
Empathize
Apologize
Respond
Take action

25. FOOD SEQUENCE
1. Appetizer
2. Soup
3. Salad
4. Main course/Entrée
5. Dessert
6. Beverages Dinner

26. THE WAITER’S FRIEND
CORKSCREW