RESTAURANT SERVICE SEQUENCE (Part 2) Serving Beverages

Serving the Order Serving Water

General Rules of Service 1. Place water in a water pitcher.

 Serve foods in accordance with quality standards. 2. Place a dry table napkin at the bottom of the pitcher to wipe off
o Present with appropriate garnish, side dish, and the moisture.
accompaniments.
o Hot foods are served hot, cold foods are served cold. 3. Pour the water on the right side of the guest with the napkin
o Serve them in their appropriate containers, free of any underneath the pitcher.
foreign objects.
o Food contact surfaces must be clean. 4. Do not let the pitcher touch the mouth of the goblet, pour about
an inch above the glass.
 Serve foods in proper sequence – lightest to heaviest.
o Appetizer Serving Beer
o Soup
o Salad with dressing 1. Serve beer chilled in a chilled mug or pilsner. Avoid serving beer
o Main Course in too cold glass as this makes the beer appear flat and cloudy.
o Dessert
2. Have a good head at the top of the glass.
 Say “excuse me” whenever you approach the table to serve the
3. In pouring, let the beer foam by about ¾ inch to 1 inch.
guest. This helps avoid spilling the food/ drink in as much as the
customer is alerted of your presence.
4. Tilt the glass at an angle of 45 degrees and pour the beer half and
hold upright.
 Serve next dish only after having cleared soiled plates used for
the previous course.
5. Always use a new glass when serving another glass of beer. Bus
out used bees glasses.
 Mention the name of the dish. “Your pepper steak sir.”
6. Make sure the glass used in serving beer is free of grease and dirt.
 Serve guests in proper sequence, starting with the honoree,
A dirty glass makes a beer look flat. Its foam will not stay and the
ladies, gentlemen, and lastly the host. If there are children,
bubbles will not stick along the inside of glass.
attend to them first.
Serving Coffee
 Handle food as little as possible. Avoid touching them with bare
hands. Use serving spoon and fork or tong, whichever is
1. Place coffee in a coffee pot and place a cloth underneath.
appropriate.
2. Pour the coffee on the right side of the guest.
 Applying the proper sequence in serving the guests, follow the
proper coding so that the food is served to the right person.
3. Fill the cup ¾ full.
 Never serve across the guest, unless there is no way to serve Serving Wines
them on the left or right but don’t forget to say: “Excuse me.”
1. Serve wines in appropriate temperature.
 Follow serving instructions given by the supervisor or captain.  White wine and rose wines in chilled glasses at 8°C to 9°C.
 Red wines: 14°C to 16°C or at room temperature.
 Never allow the thumb to touch the sauce/ dish. Position the
 Champagne and sparkling wines at 6°C to 9°C.
finger away from the food/ sauce.
2. If more than one wine is being served, serve them in the
 Use precautionary measures in carrying loaded trays. Place heavy following order:
items on the center to keep it balanced. Bend the knees, not the
 Light before full bodied wine.
back, when picking-up a tray and when putting it down.
 Dry before sweet.
 Young before old.
 Before serving orders, check whether it has the right portion size,
 Dry white wine before red wine.
accompaniments and garnish. Check also if it is contaminated
with foreign object.
Bill Settlement
 Use side towel, not napkins, in picking up hot plates.
Billing Methods
 Fill coffee/ tea pots ¾ full and creamers 2/3 full.
 Bills as Check – second copy of order used as bill.
 Separate Bill – bill made up from duplicate check and presented
 Combine orders whenever possible in one trip. For example, two
to customer.
soups for one table, main dish for another table and desserts for
 Bill with Order – Service to order and billing at the same time, (ex.
the third table. This makes way for faster service.
bar or takeaway service methods)
 Prepaid – customer purchases ticket or card in advance, either for
 Never serve food and utensils that have fallen on the floor.
specific meal or specific value.
 Voucher – customer has credit issued by third party for either
 Use separate spoon in dishing out different dishes to avoid
specific meal or specific value. (ex. luncheon voucher or tourist
blending of flavors. Rinse ice cream dippers before re-using to
agency voucher)
avoid blending of flavors.
 No Change – Customer not paying – credit transaction.
 Deferred – Refers to, ex. event catering where the bill is to be
paid by the organizer, or customers who have an account.
Payment Methods Vouchers and Tokens

Cash Vouchers such as luncheon vouchers, may be offered in exchange for

food in those establishments that accepts them. The voucher has an
When accepting cash, the amount of cash received should always be expiry date. Should food be purchased above the value of the voucher,
checked in front of the customer and when change is given, it should the difference must be paid for in cash.
be counted back to the customer. An itemized and receipted bill
should always accompany the change. Tokens might be exchanged for specific meals or for certain values. If
food purchased is more that the value of the token, then the
Check difference is again paid in cash. No change can be given for purchases
valued less than the token being exchanged.
A check guarantee card should always accompany payment by check.
The operator receiving the check should make sure: Bill Settlement via Cash Payment
 It is dated correctly.
 It is made payable to the correct firm or company. 1. Upon accomplishing the order slip, the waiter shall endorse one
 The correct amount is filled-in. copy to the cashier, if a manual order taking is used. If a
 It is signed by the person indicated on the check. computerized POS is used, the terminal in the cashier’s station
 The signature on the check is the same as that on the check already has the orders posted and the cashier simply generates
guarantee card. the bill once she is told that there are no more additional orders.
 The bank sort code is the same as on the check card.
 The check guarantee card is valid – it has not expired. 2. In a manual method, the cashier shall check completeness of
information in the order slip and then sign it to signify that it was
The check guarantee card indicates that the bank concerned will meet verified. Then she will insert the order slip in an order slip rack,
the check payment (up to the limit indicated on the back of the card). corresponding to the applicable table number.
This will be the case even if the person writing the check has
insufficient in his or her account. 3. If there are no more orders, the waiter shall advise the cashier to
close the order. Then the cashier will pull out the order slip in the
Credit Cards/ Debit Cards/ Charge Cards rack and prepare the bill after checking with the waiter any last
minute order. She shall put the bill in a bill folder and hand it over
 Credit Cards: allow customers to spend up to a predetermined to the Bill Server for him to present to the guest.
limit. The customer receives a statement of payments at the end
of each month, which he can then pay off in full or in part. If two checks are used, clip together both pages to avoid
Interest is charged on any remaining balance. misplacing any page. Make sure that the check number is written
 Debit Cards: used in a similar way to credit card but the amount is on the second check.
due immediately deducted from the customer’s bank account.
Examples are Visa debit, Maestro and Connect cards. 4. Upon pick-up of the bill, the waiter shall review the figures first
 Charge Cards: these work in a similar way to credit cards but the before presenting it to the customer.
customer is invoiced once a month. The account must then be
paid up in full. Examples include American Express and Diners Check if the following information are clearly indicated in the
Club cards. check:
 Name of the guest (if charged to room) and the server, table
On receipt of the card, the operator should check that it is still valid by number, date and number of guests, items ordered and
looking at the dates on the card. There are now two systems in quantity of orders.
accepting by cards: signature verified and chip and PIN.  Whether all items that were served are properly charged.
 For groups, check whether one check or individual checks
Signature Verified – This is a manual system in which the validity of the are to be made.
card is checked, often through an online or dial-up connection to the  Sales tax and service charge (if applied) are added to the bill.
card issuer, by passing it through an electronic card reader. Once  No item other than what is served is included in the bill.
verified, details of the transaction are printed in the form of an  Right check is used, food check for food orders, beverage
itemized bill, which the customer is then asked to sign. check for beverage orders.

Chip and PIN – Chip and PIN means that the customer enters their PIN To avoid errors and guest complaints, all bills must be thoroughly
(personal identification number) into a keypad when they use a card checked before they are presented to the guest.
for face-to-face transactions in shops, hotels, or restaurants.
Correction, if any, must be authorized and signed by the
Locked PIN – If the customer enters the wrong PIN three times in a supervisor.
row, the card will become temporarily unusable. Customers can
unlock their PIN by contacting their card issuer. 5. After verifying the accuracy of figures in the order slip, the waiter
shall present the bill in a bill folder with the amount faced down.
Declined Transaction – When the card is declined, always ask for Then he shall give the bill to the host or to the gentleman if the
another method of payment. host is not known.

Traveler’s Check 6. If cash is received, count the money in front of the host. Mention
the amount received: “Sir, I received PHP 1,000.00.”
These may be issued in sterling, US dollars, euros and other
currencies. It must be signed when issued and again when used to pay 7. Any shortages should be settled outright before leaving the table.
for something or exchanging for cash. The rate will be that at the time Then the cash is tuned over to the cashier.
of the transaction. All traveler’s check comes in different values and
this value is guaranteed as long as the two signatures match. When a 8. The cashier, upon receipt of cash shall:
payment is made by the traveler’s check, the customer must:  Count the money in view of the waiter.
 Date the check or check required.  Indicate the amount received as settlement of the bill on the
 Make them payable to the establishment concerned. tape receipt attached to the order slip.
 Sign the check or checks for a second time in the appropriate  Encircle the amount and sign near the amount to signify
place. actual receipt of amount indicated.
The cashier will then:  Give the change (if any) to the waiter and place it in a
 Match the two signatures. change tray.
 Ask for identification to check the two signatures against.
 Give change if needed, most often in the local currency.
9. The waiter shall give the change to the guest and say: “Your 2. When everyone at the table has finished eating the dish served,
change sir...” remove all the soiled chinaware, flatware, and glassware. Also
pick-up condiments that are no longer used.
Bill Settlement via Credit Card
Do not clear the water glass and coffee cups since they should be
1. If the guest selects to pay by credit card, the waiter shall endorse refilled. Remove them only after the guests have left the table.
the card to the cashier for proper verification. Water glass shall be refilled once empty or almost empty.

2. The cashier, upon receipt of the credit card, shall: 3. Bus soiled glasses on the right side, make an excuse and ask
permission from the guests and say: “Excuse me sir, may I take
2.1. Secure an approval from the credit card company: your plate now?” or “May I clear the table now?”
 Swipe the credit card through the bank credit
authorization terminal. 4. Remove largest plates first, followed by the smaller ones so that
 Enter the bill amount and wait for bank approval. they can be easily stacked. Place large ones at the center of the
tray.
2.2. If the terminal gives an approval, print the bank sales slip in
duplicate and validate the same in the POS. then put back 5. Brush the tables with a clean, moist side towel, whenever
the bill and validated bank sales slip into the bill folder. necessary take care not to spill crumbs on the lap of the
customers. Use a small plate to catch the crumbs.
2.3. Hand over the bill to the server for him to secure the
guest’s signature on the bank sales slip. 6. Never bus across the guest. Stay on the right side of the guest
unless it is difficult to do so that one can’t help crossing. In such
2.4. If the terminal gives an approval but does not print the case, say “Excuse me sir.”
bank sales slip, imprint a matching bank charge slip. Then
validate the same in the POS. put back the bill and validated 7. Do not stack dishes too high. This can cause accidents and may
bank sales slip into the bill folder and hand over to the create clatter.
server for him to secure the guest’s signature on the bank
sales slip. 8. Use appropriate trays for bussing, bar tray: bar items (glasses and
bottles; and rectangular tray or oval tray: chinaware.
2.5. Ensure that the following information are on the bank sales
slip: 9. Bus bottles and glasses separately from chinaware.
 Name of cardholder and credit card number.
 Expiration date of the card 10. Avoid overloading trays and bus pans.
 Total amount of purchase.
 Approval number. 11. Never scrape leftovers in front or near the guest. Do it few setps
away from the guest.
2.6. If the terminal declines the transaction for any reason,
advise the server. The server in turn advises the outlet 12. When bussing, follow the standard procedure – the 3 S’s –
supervisor about the situation. The latter shall tactfully SCRAPE, STACK, and SEGREGATE.
inform the guest of the disapproval and politely requests
for another card.  SCRAPE left over foods and place them in one container.
 STACK together the chinaware of the same kinds and sizes.
Extra caution should be taken in handling declined cards,  SEGREGATE chinaware from utensils and leftovers.
insuring that the guest is not placed in an embarrassing  All cutleries in one container.
situation. The supervisor should talk to him away from the  All chinaware in one container.
view of other guests. He should never say his card is  Leftovers in one container.
declined or suspended. Just tell him that you have difficulty
getting a clearance from the credit card company. Ask him Bidding Goodbye and Thanking the Guest
for any other credit card.
1. Once the bill is settled, give back the change if any, in a change
“Sir, I have difficulty obtaining clearance for your credit tray as you say: “Your change sir/ ma’am.”
card. Do you have any other card?”
Never wait for a tip or suggest it. Neither should you touch the
If he has no other card, ask for cash payment: “Do you mind change tray and count any tip until the guest has left the table.
settling the bill in cash instead?”
2. When guests start to depart from their tables, be alert in bidding
2.7. If the guest decides to pay in cash, refer to procedures for them goodbye and thank them for their patronage. Invite them
handling cash payments. to come again.

Bill Settlement via Signing Privilege “Thank you sir/ ma’am for dining with us. We look forward to
your next visit.”
 If a guest has a signing privilege (as in membership clubs), check
first the status of his account before allowing him to sign. If his
signing privilege is suspended, the manager must discretely talk References
to the guest in private.
Cousins, J. & Lillicrap, D. (2010). Essential Food and Beverage Service
 If the customer is a registered guest in a hotel and wants to for levels 1 and 2.
charge the bill to his room, check first if he is allowed to sign. Oxfordshire, UK: Bookpoint Ltd.
Some guest accounts are placed on “cash basis” in which case the
guest is not authorized to sign. The manager must secure Roldan, A.S. & Edica, B.T. (2008). Food Service & Bartending Revised
clearance or approval from the Accounting/ Credit Office before Edition – 2008.
allowing the guest to sign for his charges. Parañaque City: AR Skills Development and Management Services, Inc.

Bussing and Clearing the Table

1. To maintain the cleanliness of the table, soiled dishes should be

immediately removed. Ashtrays, once soiled, even with just one
cigarette butt should be changed with clean ones.
 QUIZ Test III: Chronological Order. Arrange the following procedures in
their proper sequence.
Test I: Modified True or False. Write D for both numbers if the
statement is correct. Write E if the statement is false (first item) and Choices:
change the underlined word to make it correct (second item). A B C D E
st nd rd th
_____ _____ 1. – 2. Hot foods are served hot, cold foods are served 1 2 3 4 5th
cold. 6th 7th 8th 9th 10th
a. hot c. lukewarm
b. frozen
_____ _____ 3. – 4. Serve food in their appropriate containers, with Bussing and Clearing the Table
any foreign objects.
a. free of c. which contains _____ 31. Soiled dishes should be immediately removed.
b. that has _____ 32. Use appropriate trays for bussing.
_____ _____ 5. – 6. If there are children, attend to them last. _____ 33. When bussing, follow the 3 S’s.
a. second c. third _____ 34. Never bus across the guest.
b. first _____ 35. Bus soiled glasses on the right side, make an excuse and ask
_____ _____ 7. – 8. Use dinner spoon and fork or tong in handling permission from the guests.
food.
a. dessert c. serving Bill Settlement via Cash Payment
b. salad
_____ _____ 9. – 10. For bussing bar items, use a utility tray. _____ 36. If cash is received, count the money in front of the host.
a. bar c. rectangular _____ 37. If there are no more orders, the waiter shall advise the
b. oval cashier to close the order.
_____ _____ 11. – 12. In pouring water, pour about 1 inch above the _____ 38. Cashier simply generates the bill.
water goblet. _____ 39. The waiter shall review the figures first before presenting it
a. ¾ inch c. ½ inch to the customer.
c. ¼ inch _____ 40. The waiter shall give the change to the guest.
_____ _____ 13. – 14. Place heavy items on the center of the tray to
keep it balanced. Bill Settlement via Credit Card
a. side c. front
b. end _____ 41. Hand over the bill to the server for him to secure the guest’s
_____ _____ 15. – 16. Fill the coffee cup full when serving coffee. signature on the bank sales slip.
a. ½ full c. ¼ full _____ 42. Cashier shall secure an approval from the credit card
b. ¾ full company.
_____ _____ 17. – 18. White wine and rose wines in chilled glasses at _____ 43. If the terminal gives an approval but does not print the bank
6°C to 9°C. sales slip, imprint a matching bank charge slip.
a. 7 c. 8 _____ 44. Ensure that the name of the cardholder and the credit card
b. 5 number are on the bank sales slip.
_____ _____ 19. – 20. STACK together the chinaware of the same _____ 45. Enter the bill amount and wait for bank approval.
kinds and sizes. _____ 46. If the guest decides to pay in cash, refer to procedures for
a. SORT c. SCRAPE handling cash payments.
b. SEGREGATE _____ 47. Waiter shall endorse the card to the cashier for proper
verification
Test II: Identification. Identify the word being described in each item. _____ 48. If the terminal declines the transaction for any reason,
advise the server.
__________ 21. Allows customers to spend up to a predetermined _____ 49. Swipe the credit card through the bank credit authorization
limit. terminal.
__________ 22. Second copy of order used as bill _____ 50. Print the bank sales slip in duplicate.
__________ 23. When this happens, always ask for another method of
payment. GOOD LUCK!!! GOD BLESS!!!   
__________ 24. Served at 14°C to 16°C or at room temperature.
__________ 25. It must be changed with clean ones even with just one
cigarette butt.
__________ 26. Office where the manager must secure clearance
before allowing a guest to sign for his charges.
__________ 27. It is removed first followed by the smaller ones so
that they can be easily stacked.
__________ 28. May be offered in exchange for food in those
establishments that accepts them
__________ 29. It must be signed when issued and again when used
to pay for something or exchanging for cash.
__________ 30. This happens if the customer enters the wrong PIN
three times in a row.