Provide Food and Beverage Services PDF

Asia-Pacific Economic Cooperation
__________________________________________________________________________________________
2004/TMM/003
Agenda Item:6.2
Provide Food and Beverage Services

Purpose: Information
Submitted by: Indonesia
3rd APEC Tourism Ministerial Meeting

Punta Arenas, Chile
13-14 October 2004
Package for Hospitality Training
(Including Competency Standard, Teacher Focused & Student
Centered Materials and Assessment Tools)
Unit Title:
PROVIDE FOOD AND BEVERAGE
SERVICES
Unit Code: ITHHBFBS03AEM

Acknowledgements
Writers:
Iskandar Muda Purba, S.Sos, Lecturer, Tourism Academy Medan
S. Sebastiana Sitompul, S.Sos, Lecturer, Tourism Academy Medan
Ign. Purwanggono, S.Sos, Lecturer, Tourism Academy Medan
Others:
Indonesian Hotels and Restaurant Association
Jakarta International Hotels Association
Ministry of Manpower and Transmigration
Ministry of National Education
Ministry of Culture and Tourism
Tourism Training Australia
Australian National Training Authority
Australian Agency for International Development
This package has been produced to provide information that can be used to
complement the materials that are already available. The package is not
intended to replace current resources.
Package for Hospitality Training – Provide food and beverage services i

Glossary
Access and equity

Refers to the fact that training should be accessible to everyone regardless of age, gender,
social, cultural, religious or educational background.
Assessment
The formal process ensuring training meets the standards required by industry. This process
is performed by a qualified assessor within a nationally agreed framework.
Assessor
An assessor is a person who is certified by industry to assess whether a worker is competent
to undertake specific tasks.
Competent
Able to do the job and has all the necessary skills, knowledge and attitude to perform
effectively in the workplace, according to agreed standards.
Competency Based Training

Training that relates to what people must be able to do and measures performance against
agreed standards.
Critical aspects of assessment

Explains the central point of the assessment and the key points to look for when assessing.
Context of assessment
Specifies where, how and by what methods assessment should occur.
Elements
The skills, which make up a unit of competence.
Evidence guide
These are guidelines on how a unit should be assessed.
Fair
Does not disadvantage particular trainees or students.
Flexible
Acknowledges that there is no single approach to the delivery and assessment of
performance in a competency-based system.
Formative assessment
These are small assessment tasks done during training. They assist in making sure that
learning is taking place and also give the trainees or students feedback on their progress.
Key competencies
Competencies that underpin all work performance. These are: collecting, analysing and
organising ideas and information, communicating ideas and information, planning and
organising activities, working with others and in teams, solving problems, using technology,
using mathematical ideas and techniques.
Package for Hospitality Training – Provide food and beverage services ii

These competencies are graded in different levels.
Level of ability to be demonstrated in achieving the key competencies
Level Characteristics
1 Undertakes routine tasks within established procedures and is subject to frequent
progress checks by supervisor.
2 Undertakes broader and more complex tasks with increasing personal autonomy for
own work. Supervisor upon completion checks work.
3 Undertakes complex and non-routine activities, is self directed and responsible for
the work of others.
Linkages to other units

Describes the role of the unit and its place within the full set of competencies specified by
industry. It provides guidance as to which units may be assessed together.
National competency standards

Nationally agreed statements of the skills and knowledge that people need at work and the
standards of performance that are required.
Performance criteria
This is used to judge whether an individual has achieved competence in a unit.
Range of variables
This details the range of different contexts that may apply to a particular unit.
Reliable
Uses methods and procedures that confirm that the competency standards and their levels
are interpreted and applied consistently in all contexts and to all trainees or students.
Standards and certification institute

Ministry of Manpower and Transmigration (MOMT) has given authority to Indonesian Hotels
and Restaurants Association (PHRI) and Association of Indonesian Tours and Travel
Agencies (ASITA) to establish the Institute for the Standardisation and Certification of the
competency of Indonesian workers in the hospitality and tourism industry. The institute will
develop competency standards and information systems for the Standardisation and
Certification of competencies as well as administer competency tests and certify Indonesian
workers in the hospitality and tourism industry.
Summative assessment
The assessment done after training of the completed unit of competence to ensure that
trainees or students have achieved the performance criteria.
Trainee or student
A trainee or student is a person who is being taught knowledge or skills.
Trainer or teacher
A trainer or teacher is a person who facilitates learning.
Underpinning skills and knowledge

Defines the skills and knowledge required to be competent at the specified level.
Unit descriptor
A general description of the competency standard.
Valid
Judgement on the same evidence and criteria will produce the same assessment outcomes
from different assessors.
Package for Hospitality Training – Provide food and beverage services iii
Table of Contents
1. Introduction to this guide
1.1 Introduction __________________________________________________________ 1
1.2 Time required to achieve competency______________________________________ 1
2. Help for the trainer or teacher
2.1 The role of the trainer or teacher __________________________________________ 2
2.2 Delivery strategies _____________________________________________________ 2
2.3 Delivery requirements __________________________________________________ 2
2.4 Sources of additional information _________________________________________ 3
3. The competency standard
3.1 Use of the competency standard__________________________________________ 4
3.2 Competency standard __________________________________________________ 4
4. Delivery strategy
4.1 The content plan ______________________________________________________ 8
4.2 How to teach the competency standard ___________________________________ 14
4.3 Support materials (Overhead transparencies/Handouts) ______________________ 19
5. Assessment
5.1 Workplace assessment issues __________________________________________ 72
5.1.1 Workplace assessment.................................................................................................. 72
5.1.2 Competent ..................................................................................................................... 72
5.1.3 Recognition of current competence ............................................................................... 72
5.1.4 Assessors....................................................................................................................... 72
5.2 Underpinning skills and knowledge _______________________________________ 72
5.2.1 Assessment of underpinning skills and knowledge........................................................ 72
5.2.2 Examples of assessment tasks...................................................................................... 73
5.3 Suggested assessment for Provide food and beverage services ________________ 73
Appendices
1 Competency assessment result.
2 Group trainee or student assessment record.
3 List of overheads and handouts.
4 Trainee or student evaluation sheet.
5 Amendment list.
Section 1
Introduction to this guide
1.1 Introduction
Welcome to this guide.
This guide uses Competency Based Training to teach workplace skills. It is based on
competency standard that is a nationally agreed statement of the skills, attitude and
knowledge needed for a particular task. The major emphasis is on what an individual can do
as a result of training. One of the most important characteristics of Competency Based
Training is its focus on training individuals for actual jobs in the workplace.
This will help you teach the competency Provide food and beverage services.
This guide deals with the skills and knowledge required to provide food and beverage service
to customers in a range of different industry contexts.
Linkages to other unit:

1. This unit should be assessed with or after the following units:
a. ITHHGHS01AES Follow workplace hygiene procedures
b. ITHHBFBS12AES Provide a link between kitchen and service areas
c. ITHHBFBS11AES Develop and update food and beverage knowledge.
2. There is also a strong link between this unit and other food and beverage service
units. Depending upon the industry sector and workplace combined
assessment/training may be appropriate. Examples may include but are not limited to:
a. ITHHBFBS04AES Provide table service of alcoholic beverages
b. ITHHBFBS10AES Prepare and serve non alcoholic beverages
c. ITHHAFBS07AES Provide silver service.
Care should be taken in developing training to meet the requirements of this unit. For general
and prevocational training, organisations providing training which takes into consideration the
full range of industry contexts, with no BASIS towards individual sectors. The Range of
Variables will assist in this regard. For sector-specific delivery, training should be tailored to
meet the needs of that sector.
Teachers and trainers should structure their sessions according to the:

• needs of their students/trainees
• requirements of their organisation
• time available for training
• training situation.
A delivery strategy has been provided for the teachers and trainers. The suggested content
gives an indication of what needs to be covered in the program to meet the competency
standard.
The delivery strategy used and assessment provided in this unit is not compulsory and should
be used as a guide. Teachers and trainers are encouraged to utilise their own industry
knowledge, experience, local examples and products to adapt the materials or develop their
own resources, in order to ensure the relevance of the training.
1.2 Time required to achieve competency

Under Competency Based Training, the focus should be on achieving competence, not on
fulfilling a particular time requirement, as different trainees may take different lengths of time
to be competent in a particular skill.
Package for Hospitality Training – Provide food and beverage services 1

Section 2
Help for the trainer or
teacher
2.1 The role of the trainer or teacher
One of your roles as a trainer or teacher is to ensure high standards of service through
effective training. To ensure that you are ready to start working on this competency with
trainees or students, consider the following questions:
How confident do you feel about your own knowledge and skills required to deliver each
element?
Is there any new information or laws that you may need to access before you start training?
Do you feel confident about demonstrating the practical tasks?
Will you be able to clearly explain the underpinning knowledge that your trainee or student will
need to do the job properly?
Are you aware of the scope of industry situations in which the competency may apply?
Are you aware of the language, literacy and numeracy skills your trainees or students need to
demonstrate competency in this standard?
Have you consider access and equity issues in planning the delivery of this training program?
2.2 Delivery strategies

The range of training activities that has been suggested for delivering this competency may
include:
• projects and assignments
• case studies
• lectures
• videos and references
• group activities
• role plays and simulations.
Trainers or teachers should select training strategies that are appropriate for the competency
being taught, the situation and the needs of the learners. For example, if practising on-the-job
is not possible, varied simulations and role-plays may be appropriate.
2.3 Delivery requirements

Classroom space for delivery to trainees, whiteboard / blackboard, overhead projector,
overhead projector screen, flip chart, flip chart paper and multimedia.
Specialised delivery requirements:

Food service
A functional dining area would generally include table, chairs and a sideboard / service area:
• tablecloths • menus / wine list
• selected linen / serviettes • docket books
• cruets • reservations book
• ashtrays • “reserved” signs
• table no’s • vases, candles
• butter dishes and curler • toasters
• pepper mills • water jugs
• coffee pots • tea pots
• milk and sugar containers • bread baskets.

Beverage service Cellar:
A functional bar areas would generally • bar area (not in use) to show
include washable work benches, sink, cleaning procedure
hot/cold water and beverage selections: • cool room
• refrigeration units • manifolds
• beer reticulation system • transfer leads
• beer taps • gas gauges
• glass washer • liquor storage area – sufficient
• waiters cloths working area to show how to
• post mix system dismantle keg extractors
• ice making equipment • beer lines (from head lead up)
• spirit dispensing system • cleaning procedure-50-litre keg and
• drink trays for table service cleaning solution
• wine list • appropriate stock
• waiters friend • post-mix system
• appropriate wines • packaged and paper products
• ice buckets • requisition forms
• wine stands • kegs room.
• ashtrays
• cutlery. Glassware (Food and beverage):
• wine – red
Cutlery: • wine – white
• main forks • wine – champagne flute
• main knives • port/sherry
• entrée knives • brandy balloon
• entrée forks • liqueur
• bread and butter knives • cocktail
• dessert spoons • water
• fish knives (optional) • beer glasses
• fish forks • high ball
• tea / coffee spoons • old fashioned
• soup spoons. • liqueur coffee glasses.
Crockery: General (Food and beverage):

• side plates • order pads / dockets
• main • cashiering facilities
• entrée • credit card facilities / EDC
• coupes (Electronic Data Captured)
• soup bowls • guest accounts
• dessert bowls • cash register
• milk jugs / sugar bowls • various legal tender types e.g.:
• coffee / tea cups and saucers. cash vouchers, checks
• cleaning equipment.
2.4 Source of additional information

Sources of information may include some of the following categories:
• text books
• professional journals
• Tourism Training Australia website: www.tourismtraining.com.au
• Industry Associations – Indonesian Hotels and Restaurants Association (PHRI)
Jl. R.P. Soeroso 27 GHI (Gondangdia Lama) Jakarta 10350
Phone: (021) 310 2922
• Teacher Associations - PPPG
Jl. Raya Parung KM.22-23 Bojongsari, Sawangan – Bogor
Phone: (021) 743 1271

Section 3
The competency
standard
3.1 Use of the competency standard
In a training situation the competency standard assists the trainer or teacher to:
• identify what trainees or students have to do
• identify what trainees or students have already done
• check trainees’ or students’ progress
• ensure that all elements and performance criteria in training and assessing are covered.
3.2 Competency standard

UNIT ITHHBFBS03AES PROVIDE FOOD AND BEVERAGE SERVICES
UNIT DESCRIPTOR This unit deals with the skills and knowledge required to
provide food and beverage service to customers in a range of
different industry contexts.
ELEMENTS PERFORMANCE CRITERIA

01 Prepare dining/ 1.1 Dining/restaurant area is cleaned and/or checked for
restaurant area for cleanliness prior to service in accordance with
service enterprise procedures.
1.2 Customer facilities are checked and cleaned prior to
service.
1.3 Comfort and ambience of the area is prepared in
readiness for service including adjustment of lighting
and music where appropriate.
1.4 Furniture is set up in accordance with enterprise
requirements and/or customer requests.
1.5 Furniture layout ensures staff and customer
convenience and safety.
1.6 Equipment is checked and prepared for service.
1.7 Contact is made with kitchen staff and information
sought on menu variations.
02 Prepare and set tables 2.1 Tables are correctly set in accordance with
enterprise standards, required timeframes and/or
special customer requests.
2.2 Where appropriate, standard industry clothing
techniques are correctly used.
2.3 Cleanliness and condition of tables and all table
items is checked prior to service.
2.4 Items not meeting enterprise standards are identified
and removed from service areas.
2.5 Recurring problems are identified and reported to the
appropriate person.
03 Welcome customers 3.1 Customers are welcomed upon arrival in accordance
with enterprise customer service standards.
3.2 Courteous introductions are made and reservations
are checked where appropriate.
3.3 Customers are promptly seated.
3.4 Menus and drinks are promptly presented to
customers in accordance with enterprise standards.
3.5 Where menus and drinks lists are presented verbally,
clear and audible explanations are provided.

04 Take and process 4.1 Orders are taken promptly and accurately with
orders minimal disruption to customers.
4.2 Where necessary, orders are legibly recorded using
correct documentation and promptly conveyed to the
kitchen and/or bar.
4.3 Recommendations are made to customers to assist
them with drink and meal selection.
4.4 Customer questions on menu items are correctly and
courteously answered.
4.5 Where answer is unknown, information is sought
from the kitchen or appropriate supervisor.
4.6 Ordering systems are correctly operated in
accordance with enterprise procedures.
4.7 Glassware and cutlery to accommodate the meal
choice are provided and adjusted in accordance with
enterprise procedures.
05 Serve and clear food 5.1 Food and beverage is promptly collected from
and drinks service areas, checked for presentation and carried
to customers safely.
5.2 Flow of service and meal delivery is monitored.
5.3 Any delays or deficiencies in service are promptly
recognised and followed up with the kitchen.
5.4 Customers are advised and reassured regarding
delays.
5.5 Food and beverage is courteously served at the table
in accordance with enterprise standards and hygiene
requirements.
5.6 Dished are served to the correct person.
5.7 Customer satisfaction is checked at the appropriate
time.
5.8 Additional food and beverage is offered at the
appropriate times and ordered or served accordingly.
5.9 Tables are cleared of crockery, cutlery and
glassware at the appropriate time and with minimal
disruption to customers.
5.10 Accounts are organised and presented to customers
on request.
5.11 Where appropriate accounts are processed in
5.12 Guests are courteously fare welled from the
restaurant / dining area.
06 Close down restaurant 6.1 Equipment is stored and/or prepared for the next
/dining area service in accordance with enterprise procedures.
6.2 Area is cleared, cleaned or dismantled in accordance
with enterprise procedures.
6.3 Area is correctly set up for next service in
6.4 Where appropriate, service is reviewed and
evaluated with colleagues for possible future
improvements.
6.5 Where appropriate, handover is made to incoming
restaurant colleagues and relevant information is
shared.

RANGE OF VARIABLES
1. This unit applies to all establishments where food and beverage is served.
2. Equipment may include but is not limited to:
2.1 glassware
2.2 crockery
2.3 cutlery
2.4 linen
2.5 condiments
2.6 tea and coffee making facilities
2.7 chairs
2.8 tables
2.9 menus and wine lists
2.10 display materials.
3. Styles of service may include but are not limited to:
3.1 table d'hote
3.2 a la carte
3.3 buffet
3.4 function
3.5 breakfast or tea and coffee service.
EVIDENCE GUIDE
1. Underpinning skills and knowledge
1.1 To demonstrate competence, evidence of skills and knowledge in the
following areas is required:
a. flow of service within a food and beverage service environment
b. ordering and service procedures
c. typical food and beverage service styles and types of menus
d. typical industry table set up for different types of service
e. range and usage of standard restaurant equipment
f. knowledge of menus as appropriate to enterprise
g. hygiene and safety issues of specific relevance to food and beverage
service.
2. Context of assessment
2.1 This unit must be assessed through practical demonstration on-the-job or in
a simulated dining / restaurant environment. This should be supported by
assessment of underpinning knowledge.
3. Critical aspects of assessment
3.1 Evidence should include a demonstrated ability to provide complete service
within a restaurant or dining area in accordance with established systems
and procedures. Assessment should focus on comprehensive and correct
set up, accurate order processing, and ability to interact with customers and
to monitor the service process.
4. Linkages to other units
4.1 This unit should be assessed with or after the following units:
a. ITHHGHS01AES Follow workplace hygiene procedures
b. ITHHBFBS12AES Provide a link between kitchen and service areas
c. ITHHBFBS11AES Develop and update food and beverage
knowledge.
4.2 There is also a strong link between this unit and other food and beverage
service units. Depending upon the industry sector and workplace combined
assessment/training may be appropriate. Examples may include but are not
limited to:
a. ITHHBFBS04AES Provide table service of alcoholic beverages
b. ITHHBFBS10AES Prepare and serve non alcoholic beverages
c. ITHHAFBS07AES Provide silver service.

KEY COMPETENCIES IN THIS LEVEL KEY COMPETENCIES IN THIS LEVEL
UNIT UNIT
Collecting, organising and 1 Using mathematical ideas and -

analysing Information techniques
Communicating ideas and 1 Solving problems 1

information
Planning and organising 1 Using technology 1

activities
Working with others and in 2 -

teams

Section 4
Delivery strategy
4.1 The content plan
Note: In delivering the training below, teachers, trainers, trainees, students and assessors ensure compliance with full
details contained in the competency standard.
Element and Performance Range of Variables Additional Content Training Topics Activity Visual
Criteria
0.1 Prepare dining/restaurant area
for service.
1.1 Dining/restaurant area is cleaned Checking dining room and Dis OHT 1
and/ or checked for clean lines Guest facilities. Dem HO 1
prior to service in accordance • floors PA
with enterprise procedures. • walls R
• windows
• doors
• fittings
• rest rooms
• cloak room.
1.2 Customer facilities are checked Cleanliness of rest room See 1.1
and cleaned prior to service. and cloak room
1.3 Comfort and ambience of the Setting the appropriate Q OHT 2
area is prepared in readiness for ambience for the dining area Dis HO 2
service including adjustment of • lighting
lighting and music where • decor/display
appropriate. • music
• dance floor.
1.4 Furniture is set up Chairs Floor plan Preparing a floor plan: Dis OHT 3
accordance with enterprise • reservations Dem HO 3
Tables
requirements and/or customer • special request Pro
request. • number of covers
• different types of guests.
1.5 Furniture layout ensures staffs See 1.4
and customers convenience and
safety.

Criteria
1.6 Equipment is checked and Glassware Service station Equipment preparation: Dis OHT 4
prepared for service. Cutlery • glass ware Dem HO 4a-b
Condiments • cutlery PA
Tea/coffee machine • crockery
Facilities • condiments
• service station.
1.7 Contact is made with kitchen Daily specials Communicating with the Dis OHT 5
staffs and information sought on Sold out items Kitchen staff
menu variations. Chef suggestions
Menu explanation
New menu
0.2 Prepare and set tables. Types of settings Types of settings Dis OHT 6
Dem HO 5a-b
2.1 Tables are correctly set in Laying table cloths Table settings Dis OHT 7
accordance with enterprise Setting covers • laying table cloths Dem HO 6a-b
standards, required time frames Napkin folds • setting covers PA HO 7a-b
and/or special customer requests. • napkins folds. OHT 8a-b
2.2 Where appropriate standard See 2.1
industry clothing techniques are
correctly used.
2.3 Cleanliness and condition of Linen
tables and all table items is
checked prior to service.
2.4 Items not meeting enterprise Glassware Attention to detail: Dis OHT 9
standards are identified and Cutlery • condition of all items Pro
removed from service areas. Condiments • attention to hygiene
Crockery • finishing touches.
2.5 Recurring problems are identified See 2.3 Dis OHT 10
and reported to the appropriate Staff feedback:
persons. • loss and breakage report.

Criteria
0.3 Welcome customers. Order of service Order of service Dis HO 8a-c
Dis
RP
3.1 Customers are welcomed upon Greeting and seating Greeting and seating the guest HO 9a-b
arrival in accordance with
enterprise customer service
standards.
3.2 Courteous introductions are Checking a reservation See 3.1
made and reservation checked
where appropriate.
3.3 Customers are promptly seated. See 3.1
3.4 Menus and drinks are promptly Table d'hôte Menu explanations Presenting Menu and Wine Dis HO 10a-b
presented to customer in A la Carte List Dem
accordance with enterprise Wine list RP
standards.
3.5 Where menus and drinks list are Menu Knowledge B
presented verbally clear and Menu Terminology Dis
audible explanations are R
provided.
0.4 Take and process orders.

4.1 Orders are taken promptly and Writing the order slip Taking orders Dis OHT 11
accurately with minimal disruption Numbering the guests Transferring orders Dem HO 11a-b
to customers. RP
4.2 Where necessary, orders are Food order to kitchen

legibly recorded using correct Beverage Order to bar
documentation and promptly
conveyed to the kitchen and/or
bar.
4.3 Recommendations are made to Help customers with their Making recommendations: Dis OHT 12
customers to assist them with selections • knowing the products RP HO 12
drink and meal selection. • suggestive selling.

Criteria
4.4 Customer questions on menu See 3.5
items are correctly and
courteously answered
4.5 Where answer is unknown See 3.5
information is sought from the
kitchen or appropriate supervisor
4.6 Ordering systems are correctly See 4.1 and 4.2

operated in accordance with
enterprise procedures
4.7 Glassware and cutlery to Adjusting the cover Dem HO 13
accommodate meal choice are S
provided and adjusted in
accordance with enterprise
procedures
0.5 Serve and clear food and

drinks.
5.1 Food & beverage is promptly Collecting foods and Dis OHT 13
collected from service areas, beverages Dem
checked for presentation and PA
carried to customer safely
5.2 Flow of service and meal delivery Refer to the Order of Service
is monitored 0.3
5.3 Any delays or deficiencies in Handling delays Dis
service are promptly recognised Dem
and followed up with the kitchen RP
5.4 Customers are advised and See 5.3
reassured regarding delays.
5.5 Food & beverage is courteously Food and beverage service Dis OHT 14
serve at the table in accordance techniques Dem HO 14a-f
with enterprise standards and PA
hygiene requirements

Criteria
5.6 Dishes are served to the correct See 5.5
persons. Numerical system
5.7 Customer satisfactions is Refer to the Order of Service Dis

checked at the appropriate time 0.3 Dem
PA
S
5.8 Additional food & beverage is Additional orders:
offered at the appropriate times • desserts
and ordered or served • coffee
accordingly • beverages.
5.9 Tables are cleared of crockery, Clearing techniques Refer to the Order of Service Dis
cutlery and glassware at the 0.3 Dem
appropriate time and with minimal Clearing techniques PA OHT 15
disruption to customers. S HO 15a-c
5.10 Accounts are organised and Billing Procedures Dis OHT 16

presented to customers on PA HO 16
request S
5.11 Where appropriate accounts are See 5.10
processed in accordance with
5.12 Guests are courteously fare Fare welling the guest Dis HO 17
welled from the restaurant / PA
dining area S
0.6 Close down restaurant/dining

area.
6.1 Equipment is stored and/or See 6.2
prepared for the next service in
accordance with enterprise
procedures.

Criteria
6.2 Area is cleared, cleaned or Resetting: Dis HO 18
dismantled in accordance with • clearing Dem OHT 17
enterprise procedures. • cleaning PA
• dismantling
• set up.
6.3 Area is correctly set up for next See 6.2

service in accordance with
6.4 Where appropriate, service is De briefing Dis
reviewed and evaluated with
colleagues for future
improvements.
6.5 Where appropriate, handover is Hand-over: Dis OHT 18
made to incoming restaurant • briefing Dem
colleagues and relevant • log book B
information is shared.
Legend:
Brainstorm – B Guest Speaker – GS Project – Pro
Case Study – CS Handout – HO Questioning – Q
Demonstration – Dem Multimedia – MM Role Play – RP
Discussion – Dis Overhead Transparency – OHT Research – R
Excursion – Ex Practical Application – PA Simulation – S
Group Work – GW Presentation – Pre Video – V

4.2 How to teach the competency standard
What skills, knowledge and How will I transfer the skills, knowledge and attitude to the trainee or student?
attitude do I want the trainee or
student to have?
Checking dining room and guest facilities: Trainer or teacher to show OHT 1 [Prepare dining/restaurant area for service] and give Handout 1 [Prepare
Floors, Fittings, Walls, Rest Rooms, dining/restaurant area for service], Trainer or teacher to discuss and demonstrate the procedure for checking
Windows, Cloak Room, Doors. facilities.
Trainees or students to check facilities and report on their findings of cleanliness, safety, maintenance
requirements etc.
Setting the appropriate ambience for the Trainer or teacher to question the trainees of their understanding of ambience and what makes up the ambience
dining area: of a food and beverage establishment?
• lighting Trainer or teacher to show and give OHT 2 [Setting the appropriate ambience for the dining area] &
• decor / displays Handout 2 [Setting the ambience] and discuss with the trainees, relating to the earlier responses of the
• music. trainees.
Preparing a floor plan: Trainer or teacher to show OHT 3 [Preparing a floor plan] and give Handout 3 [Preparing a floor plan], and
• reservations explain the components of preparing a plan and demonstrate the drawing up of a floor plan.
• specials request Trainees or students to prepare a floor plan from information supplied by the trainer.
• different types of guest
• number of covers.
Equipment preparation : Trainer or teacher to show OHT 4 [Equipment preparation], and discuss.
• glassware Trainees or students to prepare a variety of equipment as demonstrated by the trainer.
• cutleries
• crockery Trainer or teacher and give and discuss Handout 4a-b [Setting the waiters service station].
• condiments Trainees or students to set up a waiter’s station as demonstrated by the trainer.
• service station.
Communicating with the kitchen Trainer or teacher to show OHT 5 [Communicating with the kitchen staff], and discuss with trainees.
- Daily specials - Menu explanation
- Sold out Items - New menu, etc.
- Chef suggestion

student to have?
Types of settings Trainer or teacher to show and discuss the sequence of table setting OHT 6 [Types of settings (covers)] and
Handout 5a-b [Types of settings (covers)].
Table setting: Trainer to give OHT 7 [Table setting] and demonstrate the various settings.
• laying table cloths Trainer or teacher to give Handout 6a-b [Laying tablecloths] and demonstrate the techniques of laying and
• setting covers changing tablecloths.
• napkin folds. Trainees or students to lay and change tablecloths promptly and following the guidelines base on Standard
Operating Procedures (SOP).
Trainer or teacher to give Handout 7a-b [Setting covers] and demonstrate the technique and sequence for
setting covers.
Trainees or students to set the different types of settings commonly used in food and beverage outlets.
Trainer or teacher to show and discuss OHT 8a-b [Napkin folds].

Trainer or teacher to demonstrate the folding of popular Folding Napkins, used for setting up tables.
Trainees or students to fold a variety of popular Folding Napkins.
Attention to detail: Trainer or teacher to show and discuss the checking procedures on OHT 9 [Attention to detail].
• condition of all items Trainees or students to take notes and list the specific detail that promotes a professional presentation of the
• attention to hygiene facility and its services.
• finishing touches.
Staff feedback: Trainer or teacher to show and discuss OHT 10 [Staff feedback].
• loss and breakage reporting
Order of service Trainer or teacher to give Handout 8a-c [Order of service] and discuss each step in the sequence.
Greeting and seating the guest: Trainer or teacher to give and discuss Handout 9a-b [Greeting and seating guest].
• greeting Trainees or students to Role Play the receiving, greeting and seating of guest in a simulated environment.
• checking reservation
• seating.

student to have?
Presenting menu and wine list Trainer or teacher to give, discuss and demonstrate Handout 10a-b [Presenting menu and wine list].
Trainees or students to present the menu / wine list to the customers in role-play situation.
Menu knowledge and menu terminology Trainees or students to brainstorm the types of knowledge needed by food and beverage servers to effectively
serve guest?
Trainer or teacher to provide a variety of menus and wine list for the trainees to refer to.
Trainer or teacher to list the responses of the trainees and discuss further.
Trainees or students to research and list the terminology used in menus and wine list and add the
definitions given by the trainer.
Taking orders Trainer or teacher to and give and show and OHT 11 [Taking orders] and Handout 11a-b [Taking orders] and
discuss and demonstrate.
Trainees to Role- Play taking and writing orders form Table d'hôte and A la Carte Menus and Beverage List.
Making recommendations Trainer or teacher to show and give OHT 12 [Making recommendations] and Handout 12 [Making
knowing the products recommendations] and discuss Product Knowledge, Suggestive Selling and Communication,
suggestive selling Trainees or students to Role- Play, Suggestive Selling and assisting guest with product inquire.
Adjusting the cover Trainer or teacher to give Handout 13 [Adjusting or correcting the covers] and demonstrate the correction of
covers.
Trainees or students to simulate the correction of covers to match a variety of food orders given by the trainer.
Collecting foods and beverages Trainer or teacher to show OHT 13 [Collecting foods and beverages] and discuss the pick up from kitchen and
bar.
Trainer or teacher to demonstrate the stacking and carrying of trays.
Trainees or students to Pick up Food / beverages from Kitchen / Bar, demonstrating the skills of checking,
stacking and carrying.
Handling delays Trainer or teacher to give example situations where delays occur and address the ways in which the situation
should be handled.
Trainees or students to Role- Play a variety of situations where delays occur, fellow trainees to give feedback on
the way in which the situations are handled.

student to have?
Food and beverage service techniques: Trainer or teacher to give OHT 14 [Plate service skills and techniques].
• plate service Trainer or teacher to give Handout 14a-f [Food and beverage service techniques] and discuss the F & B
• beverage service service skills and there application.
• numerical system Trainer or teacher to demonstrate the Food and Beverage Service techniques.
• guest care Trainees or students to apply the full range of Food and Beverage Service techniques in a simulated
• checking guest satisfaction environment. To include:
• plate service, 2 and 3 plate methods
• beverage service, tray service and wine opening and service
• use of a numerical system for correct food placement
• guest care, interpersonal skills
• checking guest satisfaction and follow up.
Clearing Techniques Trainer or teacher to show and give OHT 15 [Clearing techniques] and Handout 15a-c [Clearing techniques]
and demonstrate the clearing techniques.
Trainees or students to apply the full range of Food and Beverage clearing techniques in a simulated
environment. To include:
• plate clearing, 2 and 3 plate methods, side plates, bowls and coupes, centre items
• beverage clearing, glassware, bottles, wine buckets etc
• brushing / crumbing down.
Additional orders: Trainer or teacher to discuss and demonstrate the recommending and taking of additional orders, the recording
• desserts and ordering of:
• coffee • desserts
• beverages • coffee
• beverages.
Trainees or students to apply the recommending, taking, recording and ordering of additional foods and
beverages in a simulated environment.
Billing procedures Trainer or teacher to show and give OHT 16 [Billing procedures] and Handout 16 [Billing procedures] and
discuss.
Trainees or students to demonstrate collecting and presenting bills in a simulated environment.

student to have?
Fare welling the guest Trainer or teacher to give Handout 17 [Fare welling the guest] and discuss.
Trainees or students to demonstrate fare welling guest in a simulated environment, to demonstrate guest care
and interpersonal skills.
Re-setting: Trainer or teacher to give Handout 18 [Re-setting] and OHT 17 [Close down] and discuss.
• clearing Trainer to demonstrate Re-setting and Close Down
• cleaning • clearing
• dismantling • cleaning
• set up. • dismantling
• set up.
Trainees or students to demonstrate Re- setting and Close Down procedures in a simulated environment.
De briefing Trainer or teacher to discuss the process and benefits of post shift feedback and de-briefing.
Hand over Trainer or teacher to show and discuss OHT 18 [Log book].
• briefing Trainees or students to give examples of the types of communication that would be recorded in the Logbook and
• log book the reasons for there inclusion?
Trainer or teacher to demonstrate a hand over briefing and discuss the topics and reason for the communication.

4.3 Support materials
(Overhead transparencies
/Handouts)
OHT 1
Prepare dining/restaurant area

for service
Pre check of Dining Area and Guest Facilities for

Cleanliness, Safety and Amenities.
To include:
• floors/carpets
• walls
• windows, doors and mirrors
• tables and chairs
• fittings and decor
• rest room
• cloak room
• flower/fresh displays.

HO 1
Prepare dining/restaurant areas

for service
The preparation for service starts with ensuring that the

environment is appropriate to receive guest that is:
• clean
• pleasant
• comfortable
• safe and hygienic.
Before each service session, the restaurant should be made

presentable to welcome the guest.
Checklist:
1. Carpet is brushed, clean and fresh smelling.
2. All tables and chairs are in good working condition and
clean.
3. Table lights or wall light functioning and free from dust and
clean.
4. Menu cards, tent cards and other sales materials are
presentable, attractive and clean.
5. The air in the restaurant must be fresh smelling.
6. Toilets must be clean and supplied with appropriate
amenities.
7. All fittings and decorations must be dust free, attractive and
clean.
8. Flowers and fresh displays must be fresh and not create
bad or heavy smells.
9. All service areas and waiters stations are cleaned before
service.

OHT 2
Setting the appropriate ambience for

the dining area
Ambience is:
• the environment.
• the atmosphere.
• the experience for the guest
• the mood.
“ How is the ambience created?”

By co-ordinating all of the following to create an
atmosphere, environment, mood and experience
for the guest that makes them feel relaxed,
comfortable and happy to dine.
Factors to be considered when setting ambience
for the dining area:
• personal appearance of the staff.
• décor/ displays
• lighting
• music
• view.

HO 2
Setting the ambience
Personal appearance
The appearance of the service staff greatly influences the
atmosphere of the restaurant. Most restaurants supply uniforms
for the staff. It is the responsibility of the staff member to wear the
uniform with pride and to always be well presented. The image of
the staff creates an atmosphere of professionalism and
compliments the theme, cleanliness and hygiene of the room.
Lighting
• daylight or bright lighting is preferred for daytime meal
services
• subdued light is more appropriate for evening dining
• candlelight can enhance the mood for evening dining but
should not be used for day time meals
• guest should be able to read the menu in lighting provided.
Décor
The décor should be consistent to create a harmonious
atmosphere. The decor should reflect the theme and styles of
foods and service offered.
Colour selection plays an important part in the dining experience.
Some colours are warm, others cold.
The addition of fresh flowers, displays of attractive décor items all
contribute to the ambience.
Music
Background music can be appropriate to set the mood. The
volume should be appropriate to the type of guests.
Views
Table should be set to take best advantage of the views and
features of the dining room.

OHT 3
Preparing a floor plan
The floor plan also indicates the space needed for the
flow of movement of guest and staff.
The supervisor or headwaiter usually prepares the

floor plan.
The information needed to prepare a floor plan is the

reservation sheet, which will give the number of
covers, special request and details of the type of
guest and there particular requests.
Examples of different needs include:

• romantic couple
• business people
• family or group bookings
• table by the window
• round table.

HO 3
Preparing a floor plan
The number of covers and the style of service to be

offered dictate the Floor Plan for a restaurant or a
function. When these have been established a floor plan
is prepared by the dining room supervisor as a guide for
the set up of the dining area and to direct in the seating
of guest.
Key points to be considered when preparing a floor
plan are:
a. To position the tables so as to allow for sufficient
movement by guest and service staff.
b. To consider the placement of covers to avoid guests
complaining of inappropriate placement.
c. To accommodate guest’s specific needs, e.g. a
business people, honeymoon couples, families,
group bookings.
Advantages:
Can assist in pre-planing, therefore increasing the
productive capacity of the restaurant.
All staff will be able to identify where a guest with a
reservation is to be seated.
Can indicate prior to service if sufficient space has been
allowed to accommodate for all service needs including
movement for guest and staff.

OHT 4
Equipment preparation
Equipment Mise-en-place:
• glassware
• cutlery
• crockery
• condiments
• service equipment.
All equipment must be checked, cleaned and polished

before use.
All condiments must be checked, cleaned and polished

and filled before use:
• check all equipment for chips, cracks, cleanliness
• polish all equipment with a lint free cloth and hot
water
• check condiment containers are clean, polished and
full
• store and handle cleaned polished equipment so as
not to leave finger prints or to gather dust.
• maintain a good supply of prepared equipment for
use during service.

HO 4a
Setting the waiter’s service station
The service station is the work area for the waiter. The
station is set up before service to make sure that the
waiter has all the equipment and supplies that will be
needed to give efficient and correct service.
Station mise-en-place
Mise-en-place (French for ‘put in place’) can be defined

as the equipment and food that is prepared ready for
service before service begins. Station mise-en-place is
the preparation of a waiter’s workstation in a food service
area, housing all the equipment required for service.
A waiter’s station, whether it is simply a clothed table or a

special sideboard equipped with shelves, drawers and,
sometimes, a hot box (plate/food warmer), should carry
the following:
• all the necessary cutlery, for example, side knives,
soup spoons, main (table) knives and forks, sweet
spoons and forks, tea and coffee spoons.
• service gear (tablespoons and forks)
• crumbing down equipment
• service plates
• tea/coffee equipment (milk jugs, sugar bowls, cups
and saucers, teaspoon, etc.)
• glassware (tumblers, wine glasses – white and red)
• under-liners (a plate lined with a doily or napkin)
• bread service equipment
• napkins.

HO 4b
Setting the waiters service station

(cont’d)
• service trays
• toothpicks
• menus
• wine lists
• spare docket books and pens (a docket and pen will
be carried by the waiter)
• waiter’s friend
• condiments (sauces, pepper mill etc.)
• clean table linen
• additional items to meet the specialist requirements
of the establishment.
All equipment must be clean & polished before being

placed in the station.
All supplies must be filled and ready for use.
If the sideboard is equipped with a plate/food warmer, it
must be turned on approximately 15 minutes before
service begins.
Items from the service station used during service should
be replaced or replenished during or at the end of the
waiter’s shift, or at the beginning of the next shift, as
decided by the supervisor.

OHT 5
Communicating with kitchen staff
Prior to each meal service it is the responsibility of

the waiting staff to communicate with the kitchen
staff to gain information on the following:
• daily specials • items of the day

• sold out items • vegetable selection
• limited items • special pre orders
• chef’s suggestions • daily market price of
non priced items
• menu explanations
• appropriate
• new menu items preparation times for
specials
In some establishments the chef may brief the

waiting staff on the above - if not it is the
responsibility of the waiters to speak to the kitchen
staff to make sure that they have this information
to be able to advise and assist there guest.

OHT 6
Types of settings (covers)
A la carte/basic cover
Set menu cover
Bistro cover

HO 5a
Types of settings (covers)
a. A la carte or basic cover
An a la carte menu features a variety of dishes individually

priced. The guests then select the dishes they would like,
usually up to and including the main course.
With the basic à la carte cover – the lay-up is performed

before the guest arrive – and is for a main course only. After
the guests have ordered, this basic cover is then corrected to
suit the customers’ actual orders.
A la carte cover includes:
• main knife and fork
• side plate
• side knife
• table centre items (including bud vase or candlestick,

cruets, ashtray, tent card and table number)
• wine glass
• napkin.
b. Set menu cover or Banquet cover
A set menu features pre-arranged items at a fixed price for

the whole meal. Because it is known in advance what will be
served to the guests, the cutlery and glasses for the whole
meal are laid in advance. The cover illustrated is for a set
menu offering a plated appetizer, soup, a fish entrée, and a
main course.

HO 5b
Types of settings (covers) (cont’d)
The cutlery required for this menu is:

• entrée knife and fork • side plate
• sup spoon • side knife
• fish knife and fork • glassware
• main knife and fork • napkin.
Note that the various items of cutlery are set so that the
cutlery used for the first course is outermost, and the
remaining cutlery is set in the order in which it will be used,
working inwards from the outside.
c. Bistro cover
A bistro cover is a simplified setting to suit a less formal
style of dining. The simplicity of this cover makes it
suitable for buffets, counter meals, or barbecues. The
cutlery used and the exact placement of the equipment will
vary according to menu and the style of the establishment.
d. Dessert cutlery
Dessert cutlery (the dessert spoon and fork) is not usually
laid before the meal begins, but corrected (placed) after the
main course has been cleared. It may also be set across
the top of the cover before the meal.
This alternative will require the waiter to move the fork and
spoon down just before the course is served.
As an alternative to laying the dessertspoon and fork prior to the

meal, it is suggested that dessert cutlery should be taken to the
table on a service plate and laid only when needed for the sweet
course. This will allow additional room on the table and ensure
that the cutlery will be absolutely clean when the time comes for it
to be used.
Note that not all desserts require a spoon and fork; some may
require knife and fork, or a small spoon.

OHT 7
Table setting
The sequence of setting a table ensures that all
items including linen, cutlery, crockery, glassware
and centre items are handled as little as possible.
The following gives an example of an effective
sequence.

HO 6a
Laying tablecloths
How to clothe a table
There are many different sizes and styles of table and tablecloths used in
the industry, and there are different ways of folding tablecloths adopted by
different laundries. There can therefore be no one correct technique of
clothing tables. The tablecloth fold used in the following procedure for
clothing a table is called a concertina fold. It is one of the more commonly
used folds. The procedures as described assume that the table has four
legs at the corners of the table.
Clothing procedure:
• check the table for steadiness: and position it for

ease of access for service. Should the table be
unstable it must be stabilized.
• stand centrally between two legs of the table.
• position the folded cloth on the table with the two

woven edges towards you and the two folds of
the concertina facing away from you.
• position the vertical centre crease in the centre

of the table, holding the concertina fold.
• lean across the table and release the bottom

layer of the cloth to hang over the far edge of the
table.
• re-position the horizontal crease of the cloth in

the centre of the table.
• release the hold on the centre fold and draw the

top fold towards you.
• having centred the cloth both vertically and

horizontally, the cloth should now be positioned
with an equal drop all round, with the folds of the
cloth covering the legs.

HO 6b
Laying tablecloths (cont’d)
Changing a cloth during service
Cloths often have to be changed during food service, when guests are
present at other tables and new covers are to be laid, or when there has
been a serious spillage. In these circumstances cloths must be changed
with a minimum of fuss, and, most importantly, without at any time exposing
the bare tops of the tables to view.
The procedures is as follows:
• remove any articles remaining on the table to

sideboard.
• stand centrally between two legs of the table.
• holding the concertina fold, position the

vertical centre crease of the clean cloth in the
centre of the table.
• lean across the table and allow the bottom

layer of the clean cloth to hang over the far
edge of the soiled cloth.
• take the soiled cloth in both hands, holding it

between the little and ring (fourth) fingers.
• concertina the soiled cloth towards you while

opening the clean cloth above it.
• fold the soiled cloth and remove it directly.

HO 7a
Setting covers
Refer to Handout 5a,b and c Types of settings (Covers).

How to lay a cover
A ‘cove’ may be defined as:
• a place setting at a table for one guest, laid to suit
the type of menu offered.
• the number of guests to attend a function – ‘there
will be 75 covers at the dinner’, or to indicate the
seating capacity of a dining area – ‘the Lawson
room seats 50 covers’.
There are two principal types of cover – à la carte/basic
cover, and set menu cover. But whatever the type of
cover or shape of table to be laid, the following rules
apply:
• all cutlery and glassware should be cleaned and
polished before they are placed on the table.
• the main knife and fork should be positioned 1 cm
from the edge of the table and 25-29 cm apart
(depending on the size of the establishment’s dinner
plates).
• side plates are always positioned to the guest left.
• side knives are placed on the side plate, to its right-
hand side and parallel with the main knife and fork
so that a bread roll can be placed on the plate.

HO 7b
Setting covers (cont’d)
• the blades of all knives on the cover should face left.

• the first or only wineglass is positioned 2.5 cm from
the tip of the main knife. Additional glassware is
positioned at a 45o angle to the left of the first glass.
• a folded napkin is placed in the centre of the cover.
• all centre items, flowers, candles, cruets, ashtrays
and table numbers are placed for the easy access
for the guest. Those items not used by the guest
should be furthermost from them.
Glassware
The wineglasses, like the cutlery, are also set in the
order in which they will be used. They are set in an
angle of 45O from the first glass to be used, which (as
already noted) is placed about 2.5 cm from the tip of the
main knife. In the diagram the glasses are at 45O
inwards to the left (towards the centre of the cover) but in
special circumstances they may also be set at 45O
outwards to the right of the cover.
Should the table not have sufficient room for the
glassware to be set in a row, it may be set in a triangle.

OHT 8a
Napkin folds
A folded table-napkin is placed on the table for the

guests’ use and to contribute to the appearance of
the cover and the whole dining environment. The
way in which the napkin is presented depends on
the type of establishment and the type of service.
It is an advantage if napkin folds are kept simple
as less handling is involved. Less handling makes
for a more hygienic napkin (as well as being less
time-consuming). However, some establishments
require more elaborate folds for aesthetic reasons.
Commonly used napkin folds include:

• fan
• bishops hat/mitre
• sail
• envelope
• five star
• inverted sail
• cone
• bistro.

OHT 8b
Napkin folds (cont’d)
Sail Bistro Cone Bishop’s hat/Mistre
Inverted sail Envelope Fan Five star

OHT 9
Attention to detail
Although every care should be taken in setting the

tables and room it is essential that time is taken to
ensure that all is as it should be.
It is the responsibility of each waiter to check:
• that their station and work area is clean,

hygienic, safe, correctly set and up to standard.
• that table items are not cracked, chipped,

marked, missing or in the wrong place.
• that tables and chairs are correctly positioned,

clean and stable.
• that cruets are full, flowers are fresh and

candles are suitable for use.
• the sign of professionalism is the attention to

detail, not having to fix something because the
guest has noticed it first.

OHT 10
Staff feedback
As the staff is responsible for the set up and use of
the equipment it is their responsibility to report
missing or damaged equipment and fixtures.
Most establishments require staff to fill out a 'loss
and breakage form' as a means of feedback on the
current status of the equipment.
This also, assists the waiting staff by notifying
management that additional equipment is required
to operate effectively.

HO 8a
Order of service
A written checklist of service ensures the consistency of the

services offered and acts as a guideline to part-time and new
waiting staff. What follows is an example of such an order of
service from the time the guests are taken to their table.
• greet and seat the guests.
• open the napkins
• offer ice water
• take pre-dinner drink orders
• serve the bread and butter
• offer the menu and suggest special and inform the guests
of variations to the menu.
• take the food order up to and including the main course
• offer the wine list
• transfer the food order to the kitchen and cashier dockets

and place the order with the kitchen
• take the wine order
• serve the wine
• correct the covers, up to and including the main course
• serve the first course
• clear the first course
• top up wines, and open fresh bottles as ordered.

HO 8b
Order of service (cont’d)
• serve additional starter courses (for example a second

entrée)
• clear the course preceding the main course.
• call away the main course
• serve the salad
• serve the main course
• enquirer (after the guests have had the opportunity to taste

the food) whether the meals are satisfactory.
• clear the main course
• clear the side plates, salad plates and butter dishes
• check and, if necessary, change ashtrays. (If ashtrays are

being used they should be changed regularly throughout
the meal, especially just before food is served.)
• brush/crumb down
• offer hot (or cold) towels
• offer the wines list for the selection of dessert wines (or, if
the guest prefer it, continue to serve the wine selected
earlier).
• offer the menu for dessert, suggesting specials and inform

the guests of variations to the menu.
• take dessert or cheese order
• transfer the dessert order to the kitchen and cashier

dockets and place the order with the kitchen.

HO 8c
Order of service (cont’d)
• correct the covers
• serve the dessert wines or other beverages selected
• serve the dessert or cheese course.
• take the order for coffee/tea. (The coffee/tea may be

served with the dessert/cheese course if requested by the
guest or as a separate service.)
• transfer the coffee/tea order to the cashier docket
• take the after-dinner drinks order
• correct the cover
• serve the after-dinner drinks order
• serve the coffee/tea
• serve the petit fours
• prepare the guest’s account
• offer additional coffee/tea
• present the guest account when it is requested
• accept payment and tender change
• offer additional coffee/tea
• farewell your guests.

HO 9a
Greeting and seating guest
First impressions are extremely important. Guests arriving at a

restaurant gain their first impression of the establishment
substantially from the willingness of the staff to acknowledge their
presence and the greeting they receive. If the greeting is both
warm and efficient guests will immediately feel that they can
expect the rest of their experience to be pleasurable, and they
will feel confident that they will be in the hands of reliable
professionals.
The waiting service begins with the greeting and seating of

the guests.
In large establishments guests may be received by a headwaiter

or supervisor and taken to the table (after checking reservations,
etc.) where they are introduced to their table waiter, who takes
over responsibility for their service. In smaller restaurants a single
waiter will be responsible for the whole operation. In either case
the procedure is as follows:
• acknowledge new guests as soon as they arrive
• approach the guest with an appropriate welcome, for

example, ‘good evening’
• if the guests have come to eat, enquirer whether they have

a reservation. Check the reservations. if no table has been
booked, check that one is available
• when checking the reservation, note the host’s name – the

table will usually have been reserved in the name of the
host. It is important to establish who the host is. (The host
may, of course, be female or male.)
• show the guests to their table
• offer the guests a chair and assist them to be seated.

HO 9b
Greeting and seating guest (cont’d)
Opening napkins
Opening the napkin for your guests ensures that the napkin is out
of the way when drinks and food are to be served. Some guests
will open their own napkins as soon as they sit down, others will
wait for you to open theirs for them.
The technique is:

• pick up the napkin with the right hand from the guest’s right
• shake the napkin from its fold into a triangle
• place it across the guest’s lap with the longest side of the
triangle closes to the guest
• move anti-clockwise around the table opening the napkins,
opening the host’s last.
Pre-dinner drinks/apéritif
Pre-dinner drink (apéritive) orders should be taken as soon as
possible after guests have been seated. The waiter should
encourage the guests to try something a little adventurous or
different by suggesting special cocktails or beverages, allowing
guests time to consider their preferences.
• offer the drinks/cocktail list, or suggest a variety of the
beverages available.
• assist the guests in making their selections by explaining
what is in the various cocktails and what they are like.
• record the orders in sequence round the table, anti-
clockwise
• note any special requirements (no ice, etc.).
• record the sales following the house control system.
• place the order with the bar.

HO 10a
Presenting menu and wine list
Your guests should now be comfortably settled and ready to

turn their attention to the menu.
Presenting menu
A waiter should not simply take orders and serve what is ordered.
The waiter’s job is more pro-active, waiters should make things
happen. They are salespeople as well as service people.
Presenting the menu is a time for suggestive selling. The waiter

has the opportunity actively to sell items on the menu and
‘special’ and side dishes that may not be on it. At no other time
does the waiter have so much of the guests’ attention, and it is an
opportunity not to be missed.
Before presenting the menu you must understand all the items on
it and be able to describe how they are cooked and served. You
must also know the details of the daily specials.
Menus should be offered in such a way as to encourage the

guests to select their meals reasonably quickly, without
appearing to put any pressure on them to do so.
Different forms of menus
Menus come in different forms. In traditional restaurants the

menus is usually presented in a cover, but in less formal
establishments it can be written on a blackboard, or a card, or a
souvenir place-mat there is no limit to the possibilities.
The technique of presenting a menu
If the menu is in a cover, it should be opened before it is

presented to encourage the guests to read it and make their
selections.
• carry the menu on the flat of the left arm.
• open the menu from the top with the right hand.
• present the menu to the guest’s right.

HO 10b
Presenting menu and wine list (cont’d)
• when all the guests have received a copy of the menu,

suggest items which do not appear in the menu or any
variation to the menu items.
The menu include:

a. Beverage lists
Beverage lists comes in many different formats. Sometimes
a so called ‘wine list’ will contain the entire range of
beverages available. This format can be extremely
confusing for the guest. A better solution is to divide the
various different types of beverage into separate lists. This
helps guests to find and select the beverages they require
more speedily. Possible lists may include:
• cocktails list
• drinks list (includes apéritifs, beers, spirits and non-
alcoholic drinks)
• wine list
• after dinner drinks list (liqueurs, ports, brandies)
• liqueur coffee list.
b. The wine list

Wine lists are usually divided into wines of different types, for
example:
• white table wines
• red table wines
• champagnes and sparkling wines
• dessert wines.

OHT 11
Taking orders
Procedure for order taking:
• ensure the guests are ready
• take the order of the guest on the right of the host

first, and work anti-clockwise round the table,
finishing with the host’s order
• take the order, up to and including the main course
• note any special requirements (for example a

special dietary requirement, such as no milk to be
used in the preparation of the dish, or a service
requirement, such as meals required very quickly
because the guests are going on to a show)
• repeat the order to the guests to make sure that the

order is correct
• transfer the order to the kitchen docket (using

either a manual or a computer system), including
the special instructions
• record the sale, for billing purposes, following the

house control system
• place the order with the kitchen.

HO 11a
Taking orders
Taking and placing food orders

Food orders are taken as soon as the guests have made
their selection. You must be alert to the signs that the
guests are ready to order so that they are not kept
waiting. They may, for example, close their menus and
place them on the table.
Order taking techniques
To ensure prompt service and fulfilment of the guests’
orders, the waiter must record all the necessary
information, so that there is no doubt which guest
ordered what.
Orders can be taken in various forms, depending on how
many guests there are at table, and the procedures of
the establishment. Some establishments have pre-
printed forms that simply have to be ticked. Often the
waiter will have to use a blank docket.
The way the order is taken must serve three functions. It
must be clear to the kitchen what dishes are to be
prepared (and whether there are any special
requirements). The waiter must be able to see which
dish is to be served to which customer. And when the
bill is prepared it must be clear what has been ordered
and consumed. Clarity is essential.
The great enemy of clarity is the use of personally
devised abbreviations. If abbreviations are used they
must be consistent and in a style agreed by both the
waiting and kitchen staff.

HO 11b
Taking orders (cont’d)
Avoid letter abbreviations; use at least part of the name of the

dishes ordered according to the agreed style.
Taking beverage orders
Beverage orders should be taken as soon as guests are

comfortably settled, be it a bar, lounge, or at a table in a
restaurant. Remember the following points:
• when taking the orders (verbally or in writing) make sure

you clearly understand them and that they are precise, so
that the guests receive what they have ordered. If you
are not quite clear what has been ordered, do not hesitate
to confirm it with the guest.
• if there are several guests write the orders down in logical

order (as the guests are seated, or with some other
identification) so that you place the drinks correctly when
they are served (see 6.9 and 6.10).
• avoid the use of abbreviations; they can easily cause

confusion.
• different venues have different methods for recording

sales. Whatever the system in use – handwritten
dockets, a cash register, or a computer system – it is
essential that you record all items sold in the appropriate
ways.
• in a restaurant the wine order is usually taken after the

guests have selected their food. Additional orders for
wine may be taken throughout the meal; indeed, if the
guests’ glasses look nearly empty, discreetly ask the host
whether another bottle of wine should be brought.
• the order for after-dinner beverage items (such as port,

brandy or liqueurs) should be taken prior to the service of
coffee, so that the drinks ca be served with the coffee.

OHT 12
Making recommendations
Describing and recommending dishes
You are now likely to be asked questions about the

daily specials and about the items on the menu.
You must be able to describe the dishes, and how
they are cooked and served, concisely, accurately,
and attractively.
You may also be asked to make

recommendations. Be prepared to assist the
guests in making their selections. To say,
‘Everything is good!’ is not helpful. Establish what
sort of dish the guest may want – fish or meat, hot
or cold – and then direct the guests to those
dishes that seem most appropriate.

HO 12
Making recommendations
The waiter as salesperson

This is the time when the waiter’s skill is as salesperson
comes into play. ‘Hard sell’ techniques are seldom
effective. Sales are made by suggesting items that the
guest might well have ordered had they known of them.
What you are providing is better service – making the
guests’ experience more complete and enjoyable, rather
than a series of sales pitches. You might helpfully say,
for example, that the fish of the day is fresh from the
market, or that buffalo steaks are a new menu item and
have proved very popular.
It is a basic sales technique not to invite negative
answers. Instead of saying, ‘Would you like a starter?’
that invites the answer ‘No’, rather ask, ‘What would you
like to start with?’
Some establishments (in particular American-based
chain restaurants) give detailed instruction to their
waiting staff in sales technique. The whole emphasis is
on helpful service without any mention of the word sales
– ‘sales’ might almost be thought of as a dirty word – but
the effect of good service should be the same in either
case: contented guests and profitable food sales for the
establishment.
To be an extremely effective salesperson the waiter need
only be sincerely helpful, friendly, attentive and
enthusiastic, and have a thorough knowledge of the
menu and be able to describe and recommend suitable
items.

HO 13
Adjusting or correcting the covers
To correct a cover is to adjust the cutlery originally laid to meet

the guest’s specific order.
Covers are corrected after the orders have been taken and
placed with the kitchen. They are corrected up to and including
the main course.
Guest uses the outer cutlery for their first courses and move
inwards for each succeeding course.
Cutlery for the dessert and the cheese is corrected after those
orders have been taken later in the meal:
• prepare the cutlery for each guest, up to and including the

main course, on a service plate.
• starting with the guest on the right of the host, move anti-
clockwise, correcting the covers.
• correct the knife section of the first guest and the fork section
of the next guest by standing between them.
• to adjust the cutlery, lift the item not required and replace it
with the correct item. Place the items required in sequence
of use that is with the first course items in the outside and
the items for the later courses inside and nearer the plate in
the order in which they will be used.
• pick up the cutlery holding it between the thumb and the

index finger at the neck or join between the handle and the
top of the gear ( the appropriate cutlery). This will ensure
that no fingerprints can be seen on the cutlery after it has
been placed.
• The cutlery used when adjusting the covers is placed parallel

to the main gear. This applies to dessertspoons and forks
when the covers are adjusted for the dessert and cheese
orders as well as to the cutlery used for the earlier courses.

OHT 13
Collecting foods and beverages
Pick up food from the kitchen:

• identify and collect the dishes ordered including
accompaniments and side orders.
• cover the foods
• select the appropriate plates and equipment for
service
• carry plates and flats and other food items on a food
tray
• carry the foods on the tray to the restaurant
• put the tray on the side stand
Pick up beverages from the bar:
• identify and collect the beverages and additional
service items (straws, coasters, nuts etc.) to match
the order
• place the beverages in sequence of service on a
drink tray
• carry the drink tray to the restaurant and serve
directly to the table
• large wine or beer bottles should not be carried on a
tray, they should be carried in the hand for safety
• all glassware must be carried on a drink tray, right
way up.

OHT 14
Plate service skills & techniques
Plate service skills and techniques

Plate service is a basic and commonly used form
of service. It demands that the waiter should be
skilled in carrying plates without disturbing the food
arranged on them. The methods used to carry the
plates depend on the number of plates to be
carried.
Plate service procedure

Traditional plate service required food to be served
to the left of the guest, and that the empty plates
should be cleared from the right. In modern plate
service, however, plates are both place and
cleared from the guest’s right as this causes the
least disturbance to the guest.
Plate service technique:

a. Two – plate carrying technique
b. Three – plate carrying technique.

HO 14a
Food and beverage service techniques

In professional plate service no more than four plates are carried
at a time. It is possible to carry more than four plates but, as this
relies on balance, it is not usually considered professional
service.
The two professional methods most utilised in the industry are

the two-plate carrying techniques. These involve carrying either
two or three plate in the left hand, leaving the right hand free.
The right hand can be used to carry another plate, thus allowing
three or four plates to be carried at once.
When plates are cleared the same plate-carrying techniques

should be used
All professional waiters must be proficient in plate carrying and

clearing techniques.
Modern plate service practice developed because dining space is

now more intensively utilized than in the past, and there is less
room for movement between guests. The plate service waiter
can unobtrusively place a plate of food in front of a guest from the
right, while holding other plates on the left hand safely behind the
guest’s head. (Left-handed waiters reverse the technique and
serve and clear from the left).
The modern plate service practice of both placing the plates and
clearing them from the guest’s right has been adopted by leading
training institutes and establishments throughout the world.
However, there are restaurants that still offer traditional plate
service from the left. Waiters must, of course, conform to the
’house rule’ on this point.
Modern plate service does not interfere with beverage service as
food and beverage services do not take place at the same time.
Unless otherwise instructed serve the guest immediately to the
right of the host first and then move anti clockwise round the
table serving each guest in turn, regardless of sex. The host
should be served last. Note, though, that in some establishments
you may be required to serve ladies before gentlemen, or if
requested by the guests.

HO 14b

(cont’d)
Plate service technique:
a. Two- plate carrying technique
• plates are picked up so that when they are placed the
main item will be on side of the plate facing the guest.
Remember that the first plate to be picked up in the left
hand will be the last to be placed on the table.
• hold the first plate between your thumb, index finger and
the middle finger of your left hand. If the plate is hot use
a service cloth.
• then place the second plate on a platform above the first
plate, supporting it by your ring (or fourth) finger, your little
finger and the base of your thumb and lower forearm.
• you may carry a third plate in your right hand, also in a
service cloth.
• carry the plates to the table away from your body, with the
shoulders held back, so that the plates are not resting
against the front of your body.
• only bring the plates in front of your body when limited
access to the table requires it.
• to place the plates in front of the guests, position yourself
at the back right-hand corner of a guest’s chair, holding
your left hand (and its plates) out of the way behind the
guest’s head.
• learning forward, place the plate in your right hand in front
of the guest’s from the guest’s right.
• the plate should be placed so that the main item (the
meat, fish, etc.) is immediately in front of the guest, and
the vegetables further away at the ‘top’ of the plate.
• move behind the next guest to your right and transfer the
second plate to your right hand and place it in front of the
guest from the guest’s right.

HO 14c

(cont’d)
• continue anti-clockwise round the table repeating the

procedure.
b. Three-plate carrying technique

If four plates must be taken to the table at the same time,
three plates should be carried in the left hand using the
three-plate carrying method.
• hold the first plate between your thumb, index and middle
fingers of the left hand (as in the two-plate technique). If
the plates are hot use a service cloth
• place the second plate into the crease of the palm of your
left hand under the edge of the first plate, supporting it by
your ring and little fingers.
• place the third plate so that it sits on the flat of your
forearm and the rim of the second plate.
• carry the fourth plate in your right hand.
• carry the plates to the table, holding them away from your
body, with your shoulders held back, so that the plates
are not resting against the front of your body.

HO 14d

(cont’d)
• the plates should only be carried in front of your body

when limited access to the table requires it.
• to place the plates in front of the guests, position
yourself at the back right-hand corner of the guest’s
chair, holding your left hand and its plates out of the
way behind the guest’s head.
• leaning forward, place the plate in your right hand in
front of the guest’s right, using your right hand.
• move behind the next guest to your right and transfer
the third plate to your right hand and place it in front of
the guest from the guest’s right.
• continue anti-clockwise round the table repeating the
procedure.

HO 14e
Underlines
An under liner or under plate is a plate placed under the service equipment
(the vessel containing the food) when it is served to guests. Under liners
are not primarily intended to enhance the appearance of the food being
served. Their purpose is to make it easier to carry and clear service
equipment that is difficult to handle, and to provide something for guests to
place their used currently on when the service equipment itself is not
suitable for that purpose.
It is usual for a doily or napkin to be placed on the under liner to prevent the
service equipment from sliding.
Under liners should only be used for a specific purpose. They are often
used when serving items in soup bowls and coupes. They should also be
used when serving natural oysters on ice to prevent condensation.
Serving drinks:
• arrange the drinks in sequence of (anti-clockwise) service on a drink
tray.
• carry the drinks to the table on the drink tray.
• hold the tray on the left hand away from the table.
• serve the drinks in sequence around the table anti clockwise, serving
the host last.
• place each drink to the right of the guest’s wineglass.
Food and beverage co-ordination:
Regardless of whether the establishment has decided to employ a specialist

wine waiter, or to make all its waiters responsible for both food and
beverages service, it is essential that the service of the food and the
beverages should be coordinated.
The food waiter and the wine waiter must communicate if they are to provide
a coordinated sequential service. The sequence of service requires both
food and beverages to be served at the appropriate times throughout the
meal without interfering with each other.
Key points in food and beverage service coordination
• before the menu is presented guest are offered an apéritif (pre-dinner

drink) to stimulate the appetite.

HO 14f

(cont’d)
• because the wines are selected to complement the food chosen, the
wine list is usually presented after the food order has been taken.
• the wine selected to accompany each course is served just prior to

the food in that course. It is usual to serve white wines before red,
dry wines before sweet, young wines before old – but what wines are
chosen and in what order is, of course, up to the guest; the ’right’
wine is what the guest wants.
• remind guests that dessert wines are available when the desserts are
being ordered. dessert wines are sweet, and complement sweet
dishes.
• orders for after dinner alcoholic beverages are taken before coffee is
served. this allows the coffee and other after dinner drinks, such as
port, cognac or liqueurs, to be served at the same time.
Service of table wines
• present the wine that the host has selected on a service cloth held on
the flat of your left hand, with the label directed to the host so that it
can easily be read. Identify the wine verbally, mentioning the
company, variety and vintage, so that the host can confirm that the
correct wine has been brought – ‘Hankin Cabernet Shiraz Malbec
1998, Sir?’ Do not open the bottle until the host has confirmed that
the wine is the correct one.
• when the host has confirmed the wine is correct, take the bottle firmly
in your left hand, holding it at a 45o angle at waist height. cut the foil
with the blade of the waiter’s friend just above the raised ridge about
5 mm below the top of the bottle. Ease off the top of the foil with the
point of the blade. Note that the foils should always be cut in this way
even if a perforated pull-tab has been built into the foil; a clean cut
prevents the wine from catching in the perforations and dripping when
poured.
• close the blade of the waiter’s friend and open the spiral (corkscrew).
hold the neck of the bottle firmly in the left hand. Insert the sharp tip
of the spiral into the centre of the cork. Slowly turn the spiral in a
clockwise direction, keeping it in line with the core of the cork. Stop
turning the spiral when the last turn of the spiral is still visible to
prevent the spiral from piercing the base of the cork.

OHT 15
Clearing techniques
Clearing procedures
When a course is cleared it is usual for the whole
table to be cleared at the same time when all the
guests have finished. Guests usually indicate that
they have finished by placing their cutlery together
on the plate. As they don’t always do this you
must be alert to other signs from the table that
everyone has finished, and if necessary you must
ask guests about whom you are doubtful whether
they have finished or not.
Once you have established that all the guests

have finished the course, clear the plates using a
two or three plate clearing technique.
Clearing technique include:

a. Two – plate clearing technique
b. Three – plate clearing technique
c. Clearing side plates

HO 15a
Clearing techniques
a. Two-plate clearing techniques
• start with the person to the right of the host
• standing at the back right-hand corners of the guest’s chair, lean
forwards and pick up the used plate and cutlery with your right hand
• transfer the plate to your left hand, holding it between the thumb and
index finger. Place your thumb over the end of the fork handle. Use
the knife to move the scrap items to the front of the plate
• place the knife under the handle of the fork at right angles to it
• moving anti-clockwise round the table, place yourself behind the
next guest. Holding your left hand (and the first guest’s empty plate)
behind the guest, lean forward and pick up the second used plate
and its cutlery
• transfer the second plate to your left hand. Position it on a platform
above the first plate, supporting it with your ring finger you’re little
finger and the base of your thumb and lower forearm.
• place the fork along side the other fork on the first plate, and using
the knife, push the scraps down off the second plate onto the front
of the first plate to join the scrap already there
• place the knife alongside the knife on the first plate, remaining
plates and cutlery. Stack the plates on the second plate and
arrange the cutlery on the first plate, following the same procedure
as for the second plate
• the number of plates that can be collected in this way will depend on
the waiter’s skill and experience. When you have collected as many
plates as you can confidently carry, take the plates and cutlery to
the station (sideboard) and place them on a tray for removal, or take
them directly to the dishwashing area, according to the practice of
the establishment.
b. Three – plate clearing technique

The three-plate clearing method is similar to the two-plate method, with
the added advantage that the scrap food items and the used cutlery are
carried on separate plates.
• start with the person to the right of the host
• standing at the back right – hand corners of the guest’s chair, lean
forward and pick up the used plate and cutlery with your right hand.

HO 15b
Clearing techniques (cont’d)
• transfer the plate to your left hand, holding it between the thumb
index finger. Place your thumb over the end of the fork handle. Use
the knife to knife the scrap items to the front of the plate.
• place the knife under the handle of the fork at right angles to it.
• moving anti-clockwise round the table, place yourself behind the
next guest. Holding your left hand (and the first guest’s empty plate)
behind the guest, lean forward and pick up the second used plate
and its cutlery. (Up to this point the technique has been exactly the
same as for the two-plate method)
• place the second plate in the crease of the palm of your left hand
under the edge of the first plate, supporting it by your ring and little
fingers. Place the fork alongside the fork on the first plate, and
using the knife, move the scrap items from the first plate down onto
the second plate. Place the knife alongside the knife on the first
plate.
• moving anti-clockwise round the table, pick up the next guest’s used
plate.
• place the third plate so that it sits on the flat of your forearm and the
rim of the second plate. Place the fork alongside the forks on the
first plate and use the knife to move the scraps onto the second
plate. Place the knife alongside the other knives on the first plate.
• continue anti-clockwise, collecting the plates, stacking the additional
plates on the third plate, transferring the scraps onto the second
plate and placing the knives and forks neatly on the first plate.
• when you have collected as many plates as you can confidently

manage, take them to the station (or the dishwashing area).
c. Clearing side plates

Clearing side plates at the same time as dinner plates
If there are only three or four guests at the table, the side plates may be
collected at the same time as the used dinner plates, using the two-
plate or the three-plate technique. Continue anti-clockwise round the
table a second time, collecting the side plates and knives. If using the
two-plate technique the procedure is:
• collect the side plates and knives from the guests’ left using your
right hand.

HO 15c
Clearing techniques (cont’d)
• transfer the side plate to the pile of empty plates supported by your
left hand and arm, holding your left hand well away from the table.
• use the knife to move scrap items to the front of the first dinner
plate.
• place the knife on the first plate beside the other knives.
• continue until all the side plates have been collected and stacked on
dinner plates.
• if the three-plate clearing technique is used collect the knives and
forks on the first plate and the scraps on the second plate, piling the
side plates on the cleared main course plates which are stacked on
the third plate position.
Clearing side plates separately from dinner plates
If there are more than four guests at the table, you will not be able to collect
the side plates at the same time as the dinner plates, but will have to collect
them separately, using the two-plate method.
• take a dinner plate to the table. it will provide you with a conveniently
larger working surface than a side plate.
• treat this plate as if it were the first dinner plate collected, and use it
as the receptacle for scraps and the side knives.
• proceed round the table anti-clockwise, collecting the side plates and
knives from the guests’ left, as described above.
Soup bowl, coupes, and odd shaped serving dishes
Untypical and relatively difficult items like soup bowls, coupes, oval pasta
dishes, etc. will usually have been served on an under liner, As clean
under liners are usually re-used they need not be stacked with the dirty
dishes. They should therefore not be stacked but held separately from the
used dishes, using the two-plate or three-plate carrying methods
Crumbing/brushing down
Tables are usually crumbed down after the main course and side plates
have been cleared.
Although a variety of brush and pan sets are available for this purpose, the
most commonly used equipment is a dinner plate and a folded service cloth.
This basic equipment is, of course, readily available in all styles of
establishment.

OHT 16
Billing procedures
Presenting the bill
It is essential that you should be alert to signs that

guests may want their bill. Nothing is more
irritating to guests than to be kept waiting while
they try to attract the attention of a waiter to ask for
their bill (or ‘check’ as the Americans call it). This
is particularly so for busy business-people at
lunchtime. Many promising restaurants has failed
because it earned a reputation for slow service,
and the fatal slowness may well have been in the
bringing of the bill rather than in the actual food
service.

HO 16
Billing procedures
Generally speaking, bills should not be presented

until they are asked for, but some establishment,
which specialised in quick service and a high
turnover of guests, place the bill on the table
before the end of the meal.
When a bill is presented at table it is placed in front
of the host (probably the person who has asked for
the bill) on a small plate from the right. Either the
bill is folded so that the amount to be paid cannot
be seen by the other guests, or it is placed in a
billfold that serves the same purpose. If there is
no obvious host you may place the bill in the
centre of the table.
Bills presented at bars should be presented on a
plate, folded, or in a billfold.
If the establishment requires guests’ pay at a
cashier’s desk as they are leaving, make this clear
to the guests to avoid confusion and delay.
Do not hover around waiting for guests to pay;
leave them alone to pay in their own time. Remain
alert though, so that when they have paid (or
signed) for their meal, there is no unnecessary
delay while they are kept waiting for you to collect
the payment.

HO 17
Fare–welling the guest
The last impression guests are given as they leave

after a meal is as important as their first
impression on arrival. The farewell should be
warm and friendly, and as personal as possible. If
you are not too busy serving other guests, assist
those departing by moving their chairs for them,
collecting their personal belongings and offering to
call for a taxi.
If it is not physically possible to assist your guests

to leave because you are busy serving others, at
least acknowledge their departure with a nod and
a smile. If you can, wish them ‘Good evening’ and
thank them for coming.
You should have taken the trouble to note their

names (the credit card is an invaluable reminder
for names); if you know the name, use it: ‘Good
night, Mrs. Hill. We look forward to seeing you
again soon’.

HO 18
Re – setting
Tidying, clearing and resetting
The waiter’s responsibilities do not end with the departure of the guests.
When the guests have left the tables and service areas must be cleared of
used and soiled items and the tables prepared for use again.
The procedure for resetting the tables and work areas will vary from one
establishment to another. In some establishments each table is reset for the
same meal service as soon as the guests sitting at that table have left. This
allows the table to be used again, increasing the number of covers served in
that meal service. In other less hurried establishments, after the guests
from one meal service have left the tables are reset for the next service – for
example, when one set of guests has finished their lunch the table may be
reset for dinner.
Procedure for clearing and re-setting
• remove coffee cups and centre items, glassware and ashtrays. (If you
have kept the table tidy throughout the service of the meal, there
should be the only items left on the table when the guests depart.)
The cups and saucers should be carried using either the two-or the three-
plate carrying technique. Do not stack the cups. Glassware should be
removed on a drink tray. The remaining centre items are removed by hand.
• if tablecloths are used in the establishment, the table must be re-

clothed. refer to handout 6
• whether the table is reset or not, ensure that all the chairs are
returned to their original positions around the table. do not forget to
check the chairs for crumbs.
• the procedures for setting or resetting are the same. refer to handout
7
• In most establishments workstations are restocked with cleaned,

polished equipment immediately after the completion of service in
preparation for the next service.

OHT 17
Close down
• remove tablecloths from unwanted tables

• store clean linen
• dispose of used linen
• dismantle and clear away, unwanted tables
and chairs
• clear and clean trolleys and service tables
• store menus and wine lists
• secure equipment
• store condiments
• store flowers and table decorations
• lock windows and doors
• switch off gas and electricity
• turn off water heating/air conditioning
• check for fire hazard
• lock up
• hand over keys.

OHT 18
Log – book
A daily logbook is an effective and precise way of

communicating with colleagues. It is a dairy of
major events and actions influencing the business.
The logbook contains important information
recorded, pertaining to the events and actions of
the operation.
Examples:
• information of actions undertaken
• incidents that have taken place
• number of covers served
• accident reports
• machinery or equipment brake downs and
follow up
• customer complaints
• information affecting next shift, staff on sick
leave etc.
• changes to functions or reservations
• all information recorded in the logbook must
be initialled, and must be followed up by a
department head/ supervisor.

Section 5
Assessment
5.1 Workplace assessment issues
5.1.1 Workplace assessment

Assessment is the process of collecting evidence and making judgements on progress
towards satisfying the performance criteria set out in the competency standard. At the
appropriate point, judgement is made as to whether competence has been achieved.
Assessment identifies the achievements of the trainee rather than relating the performance of
the trainee to other trainees.
5.1.2 Competent
Ask yourself the question, “what does an employee really need to be able to do?” The
answer to this question will tell you what we mean by the word “competent”. To be competent
in a work related skill implies that the person is able to:
• perform at an acceptable level of skill
• organise the required tasks
• respond and react appropriately when things go wrong
• fulfil a role in the scheme of things at work
• transfer skills and knowledge to new situations.
When you assess this competency you must take into account all of the above issues to
reflect the real nature of work.
5.1.3 Recognition of current competence

An integrated national assessment principle provides the recognition of current competencies
regardless of where they have been acquired. Assessment recognises that individuals can
achieve competence in a variety of ways:
• prior qualifications
• informal learning.
Recognition of current competence gathers evidence to assess an individual against

competency standards in order to determine whether they have achieved the required
competence for a job role or for recognition for a formal qualification. The assessment of
recognition of current competence is undertaken by industry certified workplace assessor.
5.1.4 Assessors
In workplace situations, an industry certified assessor would determine whether a worker was
competent to undertake the tasks entailed by this unit of competency. If you are certified to
assess this unit, then you may choose from the methods offered in this guide, or develop your
own to conduct assessment. Assessors must look at the evidence guides in the competency
standards before arriving at the assessment methods to use.
5.2 Underpinning skills and knowledge

5.2.1 Assessment of underpinning skills and knowledge
Evidence should include a demonstrated ability to correctly explain and apply principles and
practices in the hospitality industry.

You must now assess your trainees or students’ underpinning skills and knowledge. This
section must be completed before you go on to the next section. Underpinning skills and
knowledge for competency standard are:
a. flow of service within a food and beverage service environment
b. ordering and service procedures
c. typical food and beverage service styles and types of menus
d. typical industry table set up for different types of service
e. range and usage of standard restaurant equipment
f. knowledge of menus as appropriate to enterprise
g. hygiene and safety issues of specific relevance to food and beverage service.
Should your trainees or students not have the underpinning skills and knowledge required?
You must ensure that you deliver this material before you progress to the next section.
This training may be delivered through a variety of activities including:

• theory/practical session
• workplace observation
• workplace training
• questioning – oral/written
• role play
• project work/case study.
5.2.2 Examples of assessment tasks

Use these tasks to determine if your trainees have the necessary underpinning skills and
knowledge. The table below can be used to record the result of each student and what further
training is needed.
Assessment tasks Yes No Further training

needed
Describe the flow of service within a food an

beverage environment including ordering and
service procedures
Outline typical table set-up for specified types of

services and functions
5.3 Suggested assessment for Provide food and

beverage services
The following pages list some of the methods that can be used to assess this competency.
The proposed assessments have been designed to address each element, performance
criteria and underpinning skills and knowledge for the competency.
Results of a successful assessment should indicate sufficient and relevant knowledge and
understanding to be able to infer competence. Therefore the trainee is assessed as either
competent / competence to be achieved. Examples of assessment result sheets are included
in Appendix 1 and 2.

Evidence gathering methods
Assessment of practical demonstration in the workplace may include observation of the trainee:
• preparing dinning/restaurant area for service
• preparing and setting tables
• greeting customers
• taking and processing orders
• serving and clearing food and drinks
• closing down of restaurant/dinning area.
Third party/documentary evidence may include:

• peer or supervisor report (written or oral)
• customer report (written or oral)
• copies of orders taken by the candidate
• details of previous training, work experience.
Oral questions or some form of written assessment/project would be useful to determine underpinning knowledge such as:
• typical food and beverage styles/types of menus
• typical table set-ups for different service styles
• range and usage of typical restaurant equipment
• menu knowledge.
In off-the-job assessment, simulated activities could be used to allow the trainee to provide evidence of skills through practical
demonstration:
• service at a function
• role-play to handle customer complaint about food delay
• set up a dining area for a specified function or purpose
• set up of a simulated food and beverage environment/situation that allows the candidate to complete multiple and varied tasks as required in the
workplace (industry realistic timeframes should be applied).

Sample methods On-the-Job Off-the-Job
1. You are a waiter in a busy licensed restaurant, and today you are the only one on duty until service begins in an
hour’s time. You will be responsible for both food and beverage service. Set up the restaurant for lunch and make 9
any other preparations you deem appropriate. Unfortunately the tables have all been moved from their normal
positions because of a function the previous evening. The booking of ten people arrive on schedule as soon as
the restaurant opens, they are having a pre-arranged set menu. Serve this group as well as the several other
small groups that come in for lunch. Some of the customers are overseas visitors who speak little English and
several customers ask for recommendations and advice on menu items.
This example can also be used to assess units ITHHBFBS12AEM Provide a link between kitchen and service
areas, ITHHBFBS04AES Provide table service of alcoholic beverages and ITHHBFBS11AEM Develop and
update food and beverage knowledge
2. You need to set up a restaurant/dinning area for an evening wedding function and your supervisor has given you
a copy of the event order that indicates the function requirements. There will be a long head table of ten and eight 9
round tables of ten. A lectern and microphone are to be placed to one side of the head table. The meal will
comprise three courses (entrée, main and desserts). Both white and red wine will be served plus iced water for all
guests.

Questions On-the-Job Off-the-Job
Questioning should focus on:
1. Techniques and processes

• How would you set a table for a specified menu? 9 9
2. Organisation and planning
• How could your pre-service preparation help to ensure efficient service to customers?
9
3. Communication with others
• Why is communication between kitchen and waiting staff important? 9
• How might you promote the sale of a particular dish to a customer? 9
4. Problem solving
• What would you do if there were a delay in food coming from the kitchen?
9 9
• What would you do if you were unable to answer a question on the menu and how would you avoid the
problem in future? 9 9
5. Health and safety

• What hygiene factors should you consider when serving food to the table? 9 9

Appendices
Appendix 1
Competency assessment result

Unit code: ITHHBFBS03AEA Title: Provide food and
beverage services
Trainee or student name:
Assessor name:
The Trainee was assessed as: Competent
Competency to be achieved
Feedback to trainee
Signatures
The trainee has been informed of the Signature of assessor:

assessment result and the reasons
for the decision
Date:
I have been informed of the Signature of trainee:

assessment result and the reasons
for the decision
Date:
Package for Hospitality Training – Provide food and beverage services Appendix 1 - Page 1
Appendix 2
Group trainee or student assessment record

beverage services
Group:
Assessor name:
Trainee name Competent Competency

to be
achieved
Appendix 3
List of overheads and handouts

Overhead Handout Title
number number
(OHT) (HO)
1 1 Preparing dining/restaurant area
for service
2 Setting the appropriate ambience
for the dining area
2 Setting the ambience
3 3 Preparing a floor plan
4 Equipment preparation
4a-b Setting the waiters service station
5 Communicating with the kitchen
staff
6 5a-c Types of settings (covers)
7 Table setting
6a-b Laying tablecloths
7a-b Setting covers
8a-b Napkin folds
9 Attention to detail
10 Staff feedback
8a-c Order of service
9a-b Greeting and seating guest
10a-b Presenting menu and wine list
11 11a-b Taking orders
12 12 Making recommendations
13 Adjusting or correcting the covers
13 Collecting foods and beverages
14 Plate service skills & techniques
14a-f Food and beverage service
techniques
15 15a-c Clearing techniques
16 16 Billing procedures
17 Fare-welling the guest
18 Re-setting
17 Close down
18 Log book
Package for Hospitality Training – Provide food and beverage services Appendix 3 – Page 1
Appendix 4
Trainee or student evaluation sheet

beverage services
Agree Don’t Disagree Doesn’t

The following statements are about the competency
know apply
you have just completed. Please tick the appropriate
box.
1. There was too much in this competency to
cover without rushing. 1 1 1 1
2. Most of the competency seemed relevant to
me. 1 1 1 1
3. The competency was at the right level for me.
1 1 1 1
4. I got enough help from my trainer.
1 1 1 1
5. The amount of activities was sufficient.
1 1 1 1
6. The competency allowed me to use my own
initiative. 1 1 1 1
7. My training was well organised.
1 1 1 1
8. My trainer had time to answer my questions.
1 1 1 1
9. I understood how I was going to be assessed.
1 1 1 1
10. I was given enough time to practice.
1 1 1 1
11. My trainer feedback was useful.
1 1 1 1
12. Enough equipment was available and it
worked well. 1 1 1 1
13. The activities were too hard for me.
1 1 1 1
The best things about this unit were
The worst things about this unit were
The things you should change in this unit are
Appendix 5
Hotel and Restaurant Materials

Amendment List
Unit code: ITHHBFBS03AEM
Unit title: Provide food and beverage services
Example:
No Amendment Version Page Line Amender Date

number number number initials completed
1. Replace ‘garish’ into ‘garnishes’ 34 5 WW 12 Mar. 02
No Amendment Version Page Line Amender Date

number number number initials completed
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.

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Asia-Pacific Economic Cooperation

Provide Food and Beverage Services

3rd APEC Tourism Ministerial Meeting

Unit Code: ITHHBFBS03AEM

Package for Hospitality Training – Provide food and beverage services i

Access and equity

Competency Based Training

Critical aspects of assessment

Package for Hospitality Training – Provide food and beverage services ii

Linkages to other units

National competency standards

Standards and certification institute

Underpinning skills and knowledge

Linkages to other unit:

Teachers and trainers should structure their sessions according to the:

1.2 Time required to achieve competency

Package for Hospitality Training – Provide food and beverage services 1

2.2 Delivery strategies

2.3 Delivery requirements

Specialised delivery requirements:

Package for Hospitality Training – Provide food and beverage services 2

Crockery: General (Food and beverage):

2.4 Source of additional information

Package for Hospitality Training – Provide food and beverage services 3

3.2 Competency standard

ELEMENTS PERFORMANCE CRITERIA

Package for Hospitality Training – Provide food and beverage services 4

Package for Hospitality Training – Provide food and beverage services 5

Package for Hospitality Training – Provide food and beverage services 6

Collecting, organising and 1 Using mathematical ideas and -

Communicating ideas and 1 Solving problems 1

Planning and organising 1 Using technology 1

Working with others and in 2 -

Package for Hospitality Training – Provide food and beverage services 7

Package for Hospitality Training – Provide food and beverage services 8

Package for Hospitality Training – Provide food and beverage services 9

0.4 Take and process orders.

4.2 Where necessary, orders are Food order to kitchen

Package for Hospitality Training – Provide food and beverage services 10

4.6 Ordering systems are correctly See 4.1 and 4.2

0.5 Serve and clear food and

Package for Hospitality Training – Provide food and beverage services 11

5.7 Customer satisfactions is Refer to the Order of Service Dis

5.10 Accounts are organised and Billing Procedures Dis OHT 16

0.6 Close down restaurant/dining

Package for Hospitality Training – Provide food and beverage services 12

6.3 Area is correctly set up for next See 6.2

Package for Hospitality Training – Provide food and beverage services 13

Package for Hospitality Training – Provide food and beverage services 14

Trainer or teacher to show and discuss OHT 8a-b [Napkin folds].

Package for Hospitality Training – Provide food and beverage services 15

Package for Hospitality Training – Provide food and beverage services 16

Package for Hospitality Training – Provide food and beverage services 17

Package for Hospitality Training – Provide food and beverage services 18

Prepare dining/restaurant area

Pre check of Dining Area and Guest Facilities for

• windows, doors and mirrors

• tables and chairs

• fittings and decor

Package for Hospitality Training – Provide food and beverage services 19

Prepare dining/restaurant areas

The preparation for service starts with ensuring that the

Before each service session, the restaurant should be made