HM 222 FUNDAMENTALS IN FOOD SERVICE OPERATIONS
CHAPTER 1 – FOOD SERVICE INDUSTRY
INTRODUCTION:
Hospitality is probably the most diverse but specialized industry in the world. The hospitality industry's revenues
are heavily influenced by the foodservice sector. Customers frequent catering facilities as the importance of
corporate meetings, as well as a variety of personal and social gatherings, grows. Through their service, the
food and beverage specialists strive relentlessly to enhance the customer's experience.
Millions of meals are served every day in the foodservice industry, which includes a wide range of operations.
Within the foodservice industry, there are various industrial sectors that are classified according to the type of
client demand being met.
The aim of this module is to broaden your understanding of the spectrum of activities involved in foodservice
operations. It gives a thorough review of the Food and Beverage industries. We'll study about the food and
beverage industry's idea, different types and outlets of foodservice, the food and beverage department's
organizational structure, and the necessity of restaurant hygiene, safety, and sanitation.
OBJECTIVES:
At the end of the module the students will be able to:
Discuss the definition and terminologies use in food services;
Identify the different types of food and beverages outlets and services;
Identify the organizational structure of Food and Beverage service department;
Recognize the importance of Hygiene safety and sanitation of restaurants.
1. FOOD SERVICE – INTRODUCTION
PREPARED BY: KATHLEEN MAE LOPEZ & SHERYL MAY APOSTOL
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HM 222 FUNDAMENTALS IN FOOD SERVICE OPERATIONS
History
Quantity cooking has existed for thousands of years, as long as large groups of people, such as armies, have
needed to be fed. However, modern food service is thought to have begun around the middle of the eighteenth
century. Food production in France was controlled by guilds at the time. Caterers, pastry chefs, roasters, and
pork butchers all had licenses to prepare certain items. Guests had little to no choice but to eat whatever was
available for that meal.
 In 1765, the world's first restaurant opened in Paris. Monsieur Boulanger (Father of Modern Restaurant),
a tavern keeper, served a single dish: sheep's feet simmered in a white sauce.
Boulanger's business was distinct from other food establishments such as cafes and inns because it
was focused on food rather than alcohol (as in taverns) or coffee and tea (like cafes). Customers came
to Boulanger's establishment primarily to eat, which was unusual in the late 18th century, when most
people ate their meals at home or at an inn if they were away from home overnight on business.
Boulanger claimed that his dish was a restorative, or that it restored one's health. Restaurant is the
French word for restorative. Boulanger was sued in court by a local food guild (a union monopoly) for
infringing on its monopoly on the sale of cooked foods, but Boulanger won and was allowed to continue.
This victory has resulted in the rapid spread of these new restaurants throughout France.
FACTS about Monsieur Boulanger
i.
He who sold soups at his all-night tavern on the “Rue Bailleul”
ii.
Soups are called “SOUP RESTORANTES” or “RESTAURANT DIVIN” meaning(restoratives)
which is the origin of the word “restaurant”
iii.
Restaurer is a French word means “restore”. It appeared in 16 th century meaning “a food that
restores”
iv.
In 1767, he challenged the TRAITEURS monopoly by creating a soup of sheep’s feet in white
sauce
 Sobrino de Botin is a Spanish restaurant in Madrid that was founded in 1725 and is the world's oldest
restaurant still in operation. While waiting to be accepted into the Royal Academy of Fine Arts, the artist
Francisco de Goya worked as a waiter in Cafe Botin. The restaurant is mentioned in an Ernest
Hemingway novel as well as Benito Pérez Galdós's book Fortunata y Jacinta (published 1886–1887).
The restaurant, originally known as Casa Botin, was founded in 1725 by Frenchman Jean Botin and his
wife. Following Botin's death, a nephew named Candido Remis changed the name to Sobrino de Botin,
which is still in use today. Sobrino is a Spanish word that means "nephew." The cellar, which dates from
1590, is much older than the restaurant.
Notable Restaurants in the Philippines
1. Jollibee (January 1975) is a Filipino multinational chain of fast food restaurants owned by Jollibee
Foods Corporation and founded by Tony Tan Caktiong.
o More than 1,665 stores and total of more than USD4.1 Billion.
o This brought competitors like Chowking, Greenwich, Red Ribbon, AND Mang Inasal.
2. Congo Grill (1999) is a chain of family restaurants in the Philippines named for its African jugle-themed
interiors founded by Kenneth Sytin.
o In 1999 the business had as many as 13,000 customers a month and was dubbed “the fastest
growing grill in town”.
o They are known as the Sisig King.
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HM 222 FUNDAMENTALS IN FOOD SERVICE OPERATIONS
3. Max’s Restaurant (1945) sometimes known as Max’s of Manila is a Philippine-based multinational
restaurant chain which serves fried chicken and other Filipino dishes. It is owned and operated by the
Max’s Group and founded by Maximo Gimenez.
o Over the years, Max’s Restaurant’s popularity grew, and it became known as “the house that
fried chicken built”.
4. Gerry’s Grill (February 1997) is a group of restaurants based in the Philippines. Its first branched
opened at Tomas Morato in Quezon City by Gerry Apolinario.
o Company fare includes grilled seafood, pica-pica and Asian & Filipino dishes.
o Gerry’s has already 117 branches locally and internationally.
5. Dencio’s Bar and Grill (1991) simply referred to Dencio’s, is a group of restaurants based in the
Philippines founded by Dennis Nakpil and Dennis Mariano Jr.
o The founder thought of creating a restaurant that emphasizes certain Philippine traditions. Their
principle was “bringing the BARRIO into the metropolis”
o Dencio’s was purchased by Pancake House Incorporation (now Max’s Group Inc.) for one
hundred and sixty million pesos.
2. DIFFERENT TYPES OF FOOD AND BEVERAGE - OUTLETS
In today's market, there are numerous types of food and beverage service outlets. Customers can take
advantage of a wide range of food and beverage services. The scope of service is determined by the type
of service outlet. They include fast food drive-thru service, where customers can buy their favorite foods
without leaving their cars, and pick-up points where food is delivered in minutes. There are also some elite
class fine dining establishments that display classy items in the house and offer elaborate food services.
The following are some well-known types of food and beverage establishments:
OUTLET
MENU
AMBIANCE
SERVICE
Airport Lounges
Wide menu for breakfast,
lunch, and dinner with hot
and cold beverages,
salads, main meals, and
desserts
Soft instrumental music, soft
lights, formal ambiance, all
appealing for having meals
at leisure and resting
gracefully at the airport
Self or Assisted service provided
24x7, round the clock. The
traveler selects food and
beverage of choice, and takes to
the table himself
Bars
Wide menu of soft drinks,
alcoholic beverages, and
light snacks
Informal, relaxed
atmosphere, energetic
music, colorful flashy lights
Push-low seating, speedy
service of cocktails, mocktails,
and snacks
Cafeterias
Short dining menu with
less food options. Follow
cyclic meal plan
Attached to educational
institutes or industrial
organizations
Self or assisted, pre-plated low
priced service
Coffee Shops
Shorts menu with hot and
cold beverages, snacks,
and light meals
Informal ambiance with light
music and moderate
lightning
Quick and mid-priced service for
high customer turnover
Discotheque/Nightclubs
Menu with snacks and
beverages
Strobe lights, laser lights,
dance floor, lively music,
informal and energetic
atmosphere
Entry permission for couples or
members on charge, assisted
service
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HM 222 FUNDAMENTALS IN FOOD SERVICE OPERATIONS
Family/Casual Dining
Restaurants
Fast Food Outlets
Elaborate menu of single
or multiple cuisines which
may change according to
the operating hours
Limited menu of hot and
cold beverages with easily
prepared and fast meals
cooked in advance and
kept warm
Modestly furnished, Casual
atmosphere
Assisted, mid-priced service
Catchy trendy colored
furniture, lights, and music
Speedy service, minimum table
service. The food is prepared in
the kitchen, placed in the trays,
and passed to the person at the
counter, who then delivers to the
customer. The customer picks
up the trays and consumes it on
premise
Food Courts
Multi cuisine menu
Multi-cuisine food outlets
are located around modestly
kept central dining area
Speedy service with minimum
personal attention. The
customers pick up food and
beverages of their choice from
multiple outlets around and sit in
the central dining area to
consume
Grill Rooms/ Rotisserie
Grilled meat or sea food
with alcoholic/nonalcoholic beverages
Attached to star hotels,
gardens, or independent,
may have open kitchen.
Eye-catching counters
According to hotel policies
Poolside Barbeque
Roasted meats, crunchy
vegetables, and seafood
with wines and beer
Located near swimming
pools, informal but relaxed
atmosphere, energetic
music
Self/assisted service
Pubs
Mostly alcoholic menu with
snacks
Informal and social
ambiance with less lightning
and more chatting
Push-low seating, self, or
assisted service
Specialty/Ethnic
Restaurants
Specific menus such as
Chinese, Italian, Indian,
Thai, Mexican, or Korean
Follows specific theme. The
interior decoration is in line
with the theme
Uniform of the service staff, linen
and service ware are according
to the theme and from the
country where the food
originates
Take-away Counters or
Drive-in
Limited or elaborate menu
of food and beverages
Frontend counter for selling
is attached to the pantry
Pick-up service where customer
places order, waits till it is
completed, and picks the food
and beverage to consume them
off-premises
Themed Restaurant
Limited menu that is
based on the theme
Architectural, lightning, and
music induce the feel of the
theme. Mostly informal
ambiance
American/assisted service
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HM 222 FUNDAMENTALS IN FOOD SERVICE OPERATIONS
Fine dining
It may either offer dishes
of one particular region or
country or exotic dishes
from various cuisines,
wines, spirits, and
digestive
Elegant and rich ambiance,
Formal atmosphere
Typically have dress codes.
Fancier Menu and sit-down
restaurant
Vending Machines
Pre-packaged chips,
portioned foods, canned
beverages
Located in high labor cost
and limited space areas
such as transport hubs
Complete self-service
An appropriate architecture of Food and Beverage outlet makes it prepare, present, and serve in optimum way
and increase productivity. These are the few basic considerations for various sections of food and beverage
outlets:
a. Kitchen - it is farthest from the customers
b. Storage – is attached to the kitchen. It has large fridges, cupboards with multiple shelves, and
lockers.
c. Pantry – it is the area where the food or beverage is prepared that is ready to serve, it is located
between the kitchen area and dining area.
d. Restrooms – it is located either near the entrance or isolated from entrance or dining area
e. Dining area
Food and beverage outlet needs to consider every factor to have smooth running operations right from food
preparation, cooking, dish presentation, serving, and all allied tasks. The following are the important points:
a.
b.
c.
d.
e.
f.
Target customer segment (Youth, Child, Oldies, Men, Women or All)
Type of food and beverage
Manner of food production
Type of food distribution (on/off premise)
Number of staff required
Availability of carpet area, tables, and chairs
3. FOOD AND BEVERAGE SERVICES – TERMINOLOGY
Back Bar – a range of shelves displaying glassware and bottles
Banquet – a sit-down meal served on a formal or informal event such as a wedding party or a conference
Binge Drinking – drinking too much in a single session
Buffet – a dining system where the guests serve themselves. Popular with many guests and a small
number of workforces
Cocktail – any mixed drink prepared using alcohol
Condiments – spices, sauce or other food preparations used to enhance the flavor or to complement
the dish
Crockery – plates, dishes, cups, and other similar items, especially ones made of glass, earthen, or
china clay.
Cross-Contamination – it is a process of unintentional transfer microorganisms from one substance or
object to another, with harmful effect
Croutons – crispy cubes of bread
Cutlery – knives, forks, and spoons used for eating or serving food
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HM 222 FUNDAMENTALS IN FOOD SERVICE OPERATIONS
Deli – a store that sells pre-cooked fine food
Dram Shop – American term for “Alcohol Bar”
Gueridon Trolley – a trolley used in F&B services business on which the food can be cooked, finished,
or presented to the guest at the table
High Ball (Long Drink) – alcoholic beverage mixed with a large volume of soft drink and served in a tall
glass with straw
Mocktail – a non-alcoholic prepared using fruit juices or other soft drinks
On-premise – happens /when your kitchen is within the venue where an event is held. The food is
prepared on site and served there as well
Off-premise – caters a large number of people at a venue of their choice, usually not within the
establishment premises
Pathogen – it is a biological agent that causes disease to its host
Platter – a large flat dish or plate for serving food
Pub – British name for “Public House”, an establishment licensed to serve alcoholic drinks
Shot Ball (Short Drink) – alcoholic drink consumed in a gulp. It is served in shot glass
Situ – on site, locally
Spot Checking – regular surprise checking conducted to review standardized recipes and food products
to maintain quality
Station – a set of tables for plates, glasses, and cutlery for single person
Table Cover/Couverte - it is the area on the for plates, glasses, and cutlery for single person
Tines – parallel or branching spikes of a fork
Toque – cooks cap with multiple folds represents the many ways a chef knows to prepare a dish
4. FOOD AND BEVERAGE SERVICES – ORGANIZATION
Food and beverage service is a subset of the service-oriented hospitality industry. It can be a part of a larger
hotel or tourism business, or it can be a stand-alone operation. Members of the food and beverage services
team are responsible for a variety of tasks such as preparing for service, greeting guests, taking their orders,
settling bills, and performing various other activities after the guests have left.






Food and Beverage Manager
o Responsible for the success of food and beverage services
o Compile the menu to make sure that the required profit margins are achieved, purchasing food
and beverage items and staff recruitment and training
o He ensures that the quality is in relation to the price paid is maintained
Restaurant Manager
o must coordinate with a variety of activities, whatever the size or type of outlet
o responsible for the business performance of their restaurant, as well as maintaining high
standards of food, service and cleaning is efficiently carried out.
Head Waiter/Supervisor
o Responsible for taking reservations and for treating and seating guests
o He controls that each crew member handles working material and equipment carefully and
gives instruction whenever necessary
Station/Captain Waiter
o He takes the order and carries out the service table of the station
o Assisted in large establishment by less experienced and less knowledgeable staff
Waiter
o Perform the duties such as plate service of dishes and services of sauces
Commis/Trainee
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HM 222 FUNDAMENTALS IN FOOD SERVICE OPERATIONS


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o The assistant of the waiter in serving the guest also in fetching and carrying items as required
Wine Waiter
o Responsible for the service of all alcoholic drinks to the tables and must have a thorough
knowledge of the wines to offer to guests
Receptionist
o Responsible for the welcoming and greeting the guest at the entrance and escorts them to their
table.
Bartender
o Prepares beverages according to prescribed standards
Barista
o Responsible for the service of the coffee
3 Members in Classical Service
1. Busser
Responsible for the following:
a. Clean, wipe and stock the side stand before service with all supplies needed by the team during the service
b. Steam, clean and wipe silverware for the team
c. Arrange the tables in a proper position in station, arrange the chairs in proper position and 24 inches from
the edge of the tables
d. Ensure the prompt, courteous service of all the guests
e. Serve ice water to guests on request
f. Refill low or empty water glasses automatically without the guests request
g. Bus dirty tables using the right hand and stacking the dishes on the left hand
h. Clear and reset the tables as guest leaves
i. Crumb tables as required between the tables
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HM 222 FUNDAMENTALS IN FOOD SERVICE OPERATIONS
2. Server
Responsible for the following:
a. Serve and clear food and beverage quietly and professionally in a timely manner, and using proper serving
and cleaning techniques
b. Ensure the setting of proper silverware before the arrival of the food item
c. Enter food orders into the electronic point of sale terminal and communicate special orders in person to the
kitchen
d. Obtain drinks (front server) and food (back server) assisting other members of the team
e. Maintain good grooming and personal hygiene
f. Communicate, cooperate and coordinate actions with the team members and other members of the front
and back of the house to ensure professional customer service
g. Check for personal supplies
- Corkscrew
- Retractable ballpoint pens
- Table crumber
- Note Pad
- Dupe pad
3. Captain
Responsible for the following:
a. The captain must be personable, be a people person and be able to “read guests mind” being at the table
before they even wave their hands to get attention
b. The captain must know the menu in detail, the ingredients preparation, sauces, and garnishes to answer
all questions and sell the food better to the guests
c. The suggestive selling of items such as specials, wines, liquors, and desserts is a prime responsibility of
the captain, increasing both the average checks and tips
d. Ensure an orderly and staggered selling of the stations so the team can properly serve all the customers
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FOOD AND BEVERAGE SERVICES – ORGANIZATION
Table Service is a food service style in which the diner sits at a table and is served by a waiter/waitress. The
waiter brings them water and a menu. This is the oldest type of service, and it is preferred by busy people who
want to relax and eat their meals leisurely. When it comes to how food and beverages should be served to
customers, there are several service styles to consider.
The following are the most prominent styles:
1. English or Family Service
- This type is best suited for parties of no more than eight people. The host actively participates in the
service. The waiter brings the food on platters, shows it to the host for approval, and then places it on
the tables. The host either prepares the food and serves it to the guests or allows the waiter to do so.
The waiter passes the platters around to serve or let the guests help themselves to replenish the guests'
plates. In specialty restaurants where customers spend more time on the premises, this is a common
family service.
2. American or Plate Service
- It is less expensive and faster. The dishes are neatly plated in the kitchen by the kitchen staff and placed
on the right-hand side of the guest's cover. This service is commonly used in coffee shops where quick
service is required.
3. French Service
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It's also known as service à la française. It is a highly personalized and intimate service. The food is
brought in platters and casseroles and placed near the guests' plates on the table. It is an expensive
and elaborate service that is commonly used in fine dining establishments. This service comes in two
flavors:
i.
Cart French Service – the food is prepared and assembled at the tableside. While sitting at their
tables, guests select food from the cart and are later served from the right. It is available for
small groups of VIPs.
ii.
Banquet French Service – the food is being prepared in the kitchen. The food is served on
everyone's plate from the left side of the guest. The servers keep the food platters in front of
the guests for replenishment.
4. Russian Service
- A formal service used in high-end / luxury restaurants and hotels. The chef prepares and arranges the
foods in the kitchen, and the waiter brings them to the dining room. Foodservice is performed by the
guest, who begins at the head of the table and works his or her way counterclockwise around the table.
5. Filipino Service
- This is commonly used by Filipinos. There is no waitress or waiter at the table. All courses are served
at the table, with a spoon for each. Diners are expected to serve themselves and remain seated
throughout the meal.
6. Buffet Service
- It is the most common table service style. During this service, guests take plates from the stack and
proceed to the buffet counter, where food is kept in large casseroles and platters with burners. Guests
may serve themselves or request that the server behind the buffet table serve them. Tables with
crockery and cutlery are set up in sit-down buffet restaurants so that guests can sit, eat, and then
replenish their plates.
i.
Smorgasbord
- It is also referred to as eat-all-you-can. A customer's plate can be replenished an unlimited
number of times.
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Self Service - Guests enter the dining area, take their own plates, and select food items with this type of service.
1. Cafeteria Service
- This service serves a large number of customers at a low cost. This is found in industrial canteens,
hostels, and cafeterias. Customers select foods from a display at the counter, place them on trays, and
carry them to the dining table. It is a prompt service.
2. Counter Service
- It is the most cost-effective foodservice. It appeals to people in a hurry because of the quick service,
convenience, lower price, and lack of tips. You can usually see your order being cooked and prepared.
Single Point Service - In this type of service, the guest orders, pays for his order, and is served all in one
location. There may or may not be a dining area or seating available. The various methods of Single Point
Service are as follows.
1. Food Court
- Customers can order, eat, or buy from several different counters and eat in the nearby eating area at
this array of autonomous counters.
2. Kiosks
- Customers physically enter their choice and amount of money, and the machine accurately dispenses
what they requested.
3. Take Away
- The customer orders and obtains food and beverages from a single counter and consumes them offsite.
4. Drive-in
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- This is a restaurant that serves customers who are driving their cars.
5. Vending
- Customers can obtain food and beverages from automatic machines. Vending machines can be found
in industrial canteens, shopping malls, airports, and railway stations, among other places.
Special Service - This service provides food and beverages in locations that are not designed for food and
beverage service. The various methods of special service are as follows.
1. Grill Room
- This type of service, as well as various meats and vegetables, are displayed for easier viewing and
selection. The counter is beautifully decorated, and guests can choose from a variety of meats and.
After that, the customer is seated and served cooked food with accompaniments.
2. Tray Service
- This service provides a whole or part of a meal on a tray to a customer in a specific location, such as
hospitals, aircraft, or railway catering.
3. Trolley/Gueridon Service
- From a moveable trolley, the food is cooked, finished, or presented to the guest at a table. Food served
on trollies for office workers, or in planes and trains, is an example of this.
4. Home Delivery
- Food is delivered to a guest's home or workplace.
5. Lounge Service
- Service of a variety of foods and beverages in a hotel or independent location's lounge area.
6. Room Service
- Food is served to hotel guests in their assigned rooms. Small orders are served on trays, while larger
meals are delivered to rooms on trolleys. The guest gives the room service order taker his order.
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HYGIENE SAFETY AND SANITATION IN RESTAURANT
Every Food and Beverage Service has an extremely important responsibility to serve their guests hygienic food
and beverages. Guests have faith in Food and Beverage Services businesses to provide them with the best
food and serve it with care. The Food and Beverage Services are obligated to provide safe-to-eat food prepared
in accordance with hygiene and sanitation standards.
Importance of Hygiene in Food & Beverage Service
Food and beverage services have direct access to the health of their guests. Every food and drink item that the
guest will eat is carefully handled by the staff. If these services do not adhere to proper hygiene and sanitation
practices, guests may contract foodborne diseases such as food poisoning, nausea, diarrhea, or vomiting.
Unwashed vegetables, raw meat, soft cheeses, and unpasteurized milk can all cause food contamination. Food
preparation and serving equipment used in Food and Beverage Services that is not clean becomes
contaminated.
Types of Food Contaminations
The following are the three main sources of food contamination:
1.
Physical − This is an unintentional occurrence caused by employee malpractice. Air, dust, smoke, and
dirt are the main culprits. Food must be properly covered and stored to avoid this.
2.
Biological − Pathogens and microorganisms such as bacteria, molds, parasites, and fungi cause this
contamination.
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3.
Chemical − It is accidental food contamination caused by cleaning solvents, pest control sprays, or
other chemicals used throughout the food production chain. When utensils or other tableware are not
wiped dry after being washed with cleaning liquids, they become contaminated with food. It also occurs
when pest control chemicals are sprayed on food that has not been properly stored.
Hygiene Concerns and their Attributes of Food and Beverage Service Staff
When handling the food or beverage that the other will consume, personal hygiene is essential. The service
personnel must adhere to the following fundamental principles:
a. It is said that the hygiene starts from home. Perform your daily cleanliness regime without any excuses.
b. Wash hands and arms immediately:
o When you come from toilet.
o When you sneeze, blow nose, yawn, or cough covering your mouth with hands.
o After eating food, tobacco, or touching animals.
o After you touch hair, scalp, skin, or any body-opening.
c. Wash hands with mild cleansing soap and warm water; not merely with running water.
d. Wipe sweat often.
e. Do not smoke or eat tobacco while working.
f. Cover cuts, burns, or wounds on the skin.
g. Keep hair and nails trimmed.
h. Try using hand gloves as much as possible. Kitchen staff must use toque.
i. Do not work when facing cold, cough, or any other contagious diseases. Inform your superior staff if you
are not well.
j. Do not touch ready-to-eat food directly. Always use gloves, serving tongs deli papers, or forks to handle
such food.
k. Do whatever required to let not your skin, body fluids, or any clothes you are wearing to come into
contact with food or food containers.
l. Ensure a clean uniform.
m. Do not wear loose jewelry. Avoid wrist jewelry.
Hygiene Concerns of Food & Beverage Services Business
Any food business must consider the following:
a. Training all food handling and service staff with a detailed knowledge of food and equipment hygiene
and safety.
b. Ensuring food handlers and servers not to handle food in case of contamination possibility.
c. Supplying hand-washing facilities with soap, running hot water, and paper towels for its staff.
Food Safety Concerns
Every food and beverage service business must be concerned about food safety and adhere to food and
beverage safety standards. It must guarantee the following:
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a. Marking Date on Food − Perishable ready-to-eat food that has been refrigerated for more than 24 hours
must be clearly labeled at the time of preparation with the date by which the food should be consumed.
b. Storing of Food − Foods and beverages, both hot and cold, must be stored at the proper temperature.
The temperature measuring devices for food must be precise.
c. Cleaning Equipment − The area and facilities set aside for cleaning food preparation and service
equipment has to be large enough to immerse and sanitize the utensils.
d. Limiting Cross-Contamination − It is critical to separate raw food, such as raw meat or vegetables, from
cooked food in order to avoid food cross-contamination.
e. Employing FSS − Depending on the size of the business, F&B Services must employ at least one Food
Safety Supervisor.
Safety of F&B Services Staff
Food hygiene and safety begin with carefully selecting raw materials, preparing food with health and safety in
mind, and serving it in a clean environment. The following must be ensured by the service staff:
a.
b.
c.
d.
e.
f.
Attend duty in clean and tidy uniform.
Wear less jewelry while working. This avoids entangling articles and calling for trouble.
Be aware of the equipment and their appropriate application.
Be careful of handling hot food and beverages.
Clear spillages on the floor immediately.
Never run in the workspace
Attribute Professionalism is a quality that is projected in terms of:
1. PHYSICAL PROJECTION – a person's appearance, poise, posture, and body language
(a) greet the guests by the hour of the day, (b) smile, (c) be polite, (d) be courteous, (e) be friendly
2. VERBAL PROJECTION- Speech quality, diplomacy, and tact in words and expression, including tone,
volume, and nonverbal projections
(a) speak with clarity, (b) maintain a conversational tone, (c) observe right speed not too fast and not
too slow, (d) make it a habit to use the magic words “may I”, “Do you mind”, “please”, “my
apology”, (e) be honest and accurate in giving information. Do not bluff
3. CONDUCT AND BEHAVIOR - basic courtesy, tolerance for difficult guests and customers, and
adherence to service standards
Specifically, a waiter should consider the following:
(a) Dress, (b) Grooming, (c) Personal Hygiene, (d) Etiquette, (e) Customer satisfaction
Unpleasant Habits
(a) Yawning, (b) Grouping, (c) Mannerism like nail biting, cross arms and lip biting, (d) Shouting, giggling
and horse playing, (e) Daydreaming, (f) Putting hands on pocket, (g) Leaning on walls, tables, and
chairs, (h) Staring look, (i) Chewing a gum, (j) Demand for tip, (k) Courting tip in front of customers, (l)
Bluffing customer, (m) Reading newspaper and magazines, (n) Use of rude and insulting language (o)
Leaving one’s station longer than necessary
PREPARED BY: KATHLEEN MAE LOPEZ & SHERYL MAY APOSTOL
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HM 222 FUNDAMENTALS IN FOOD SERVICE OPERATIONS
PERFORMANCE TASK
QUIZ (LECTURE)
I.
Multiple Choice. Read the questions carefully and encircle the correct answer.
1. What is the oldest restaurant that still exist today?
a. Rue Bailleul
b. Sobrino de Botin
c. Honke Owariya
d. La Couronne
2. It is known as the Sisig King.
a. Gerry's Grill
b. Dencio's Bar and Grill
c. Max's Restaurant
d. Congo Grill
3. Dencio's Bar and Grill was purchased by what company?
PREPARED BY: KATHLEEN MAE LOPEZ & SHERYL MAY APOSTOL
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HM 222 FUNDAMENTALS IN FOOD SERVICE OPERATIONS
4.
5.
6.
7.
8.
9.
10.
a. Jollibee Foods Corporation
b. San Miguel Corporation
c. Pancake House Incorporation
d. Century Pacific Food Incorporation
It is an American term for "Alcohol Bar"
a. Tavern
b. Dram Shop
c. Saloon
d. Binge Drinking
He/She is responsible for taking reservations and treating and seating the guests.
a. Head Waiter
b. Restaurant Manager
c. Captain Waiter
d. Food and Beverage Manager
He/She is responsible for the service and prepares beverages that is according to a prescribed
standards.
a. Wine Waiter
b. Bartender
c. Barista
d. Commis
This service is less expensive and speedy.
a. Russian Service
b. French Service
c. American Service
d. Filipino Service
A service where the food is served to guests in their allotted rooms in hotels
a. Room Service
b. Trolley Service
c. Tray Service
d. Lounge Service
This is a contamination that is caused by pathogens and microorganisms such as bacteria, molds,
parasites, and fungi.
a. Chemical
b. Physical
c. Environmental
d. Biological
This service has no limit to the number of times a customer may replenish their plates.
a. Russian Service
b. Smorgasbord Service
c. Counter Service
d. Food Court Service
II.
Identification. Read the questions carefully and write the correct answer in the space provided.
____________ 1. It is the area where the food or beverages is prepared that is ready to serve. It is usually
located between the kitchen area and dining area. PANTRY
____________ 2. The ambiance of this outlet is catchy trendy colored furniture, lights, and music. FAST FOOD
OUTLETS
____________ 3. Who is the founder of Jollibee Foods Corporation? TONY TAN CAKTIONG
____________ 4. When was the Gerry's Grill established? FEBRUARY 14, 1997
____________ 5. What is a French word meaning to restore? RESTAURER
PREPARED BY: KATHLEEN MAE LOPEZ & SHERYL MAY APOSTOL
14
HM 222 FUNDAMENTALS IN FOOD SERVICE OPERATIONS
____________ 6. The menu of this outlet are shorts menu with hot and cold beverages, snacks, and a light
meals. COFFEE SHOPS
____________ 7. What is a store that sells pre-cooked fine food? DELI
____________ 8. What is a dining system where the guests serve themselves? BUFFET SERVICE
____________ 9. What do you call a restaurant that serves patrons who are in their automobiles? DRIVE-IN,
DRIVE THRU
____________ 10. It is a quality of speech, diplomacy and tact in the words and expression used, including the
tone, volume. VERBAL PROJECTION
EXERCISES (LABORATORY) 15PTS.
1.
2.
3.
4.
5.
Name eight different sorts of establishments where food and beverage service are required?
Who is responsible for personal hygiene?
How can you help to keep the work environment safe?
What should you do if you see an unattended package?
What are duties/responsibilities carried out by a waiter?
PREPARED BY: KATHLEEN MAE LOPEZ & SHERYL MAY APOSTOL
15