A Strong Partner for Sustainable Development

MODULE
IN
HPC-106

FUNDAMENTALS IN FOOD SERVICE

OPERATIONS

COLLEGE OF BUSINESS AND MANAGEMENT

BS in Hospitality Management

WPU-QSF-ACAD-82A Rev. 00 (09.15.20)

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 Module No:4

The Food Service Industry

2nd Semester AY 2020-2021

Prepared by:

RINA Q. NIFRAS
Instructor I

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 Table of Contents

Page

Title Page 2
Table of Contents 3
Instruction to the user 4
Chapter 8. Room Service and Room Service Sequence 5
Pre-Test 5
Discussion 5
Activity/Exercise 10
Post Test 12
Chapter 9. Beverages 13
Discussion 14
Activity/Exercise 27
Post Test 27
References 28

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INSTRUCTION TO THE USER

This module would provide you an educational experience while independently

accomplishing the task at your own pace or time. It aims as well to ensure that
learning is unhampered by health and other challenges. It covers the topic about
Fundamentals in Food Service Operation.

Reminders in using this module:

1. Keep this material neat and intact.

2. Answer the pretest first to measure what you know and what to be
learned about the topic discussed in this module.
3. Accomplish the activities and exercises as aids and reinforcement for
better understanding of the lessons.
4. Answer the post-test to evaluate your learning.
5. Do not take pictures in any parts of this module nor post it to social
media platforms.
6. Value this module for your own learning by heartily and honestly
answering and doing the exercises and activities. Time and effort were
spent in the preparation in order that learning will still continue
amidst this Covid-19 pandemic.
7. Observe health protocols: wear mask, sanitize and maintain physical
distancing.

Hi! I’m Blue Bee, your WPU Mascot.

Welcome to Western Philippines University!

Shape your dreams with quality learning experience.

STAY SAFE AND HEALTHY!

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 Chapter 8-Room Service and Room Service
Sequence

Lesson 1. Room Service Sequence

A. Learning Outcomes
1. Perform proper room service sequence
2. Demonstrate professionalism on room service
3. Perform order taking process for in-house guest

B. Time Allotment:3 hours

C. Pre-Test

This is a pre-test to evaluate if you are sufficiently prepared to begin a new

course of study. The result of this test will not be used as a basis of your
performance and these are a non-graded assessment. This is to determine of your
pre-existing subject knowledge.

True or False

Directions: Read each statement below carefully. Place a T on the line if you think
a statement is TRUE. Place an F on the line if you think the statement is FALSE. 

_______1. Beverages' is a drink other than water.

______2. Alcoholic beverages are intoxicating and contain ethanol, commonly
known as alcohol.
______3. Sleepiness is a sign of intoxication.
______4. Pick up the telephone within 3 rings or 15 seconds whichever is less is a
proper order taking procedure.
______5. Log books to be checked and updated at the beginning of every shift.
_______6. Spirit is a beverage contains at least 40% Alcohol by Volume (ABV).
______7. Cappuccino is a coffee drink consisting of espresso and a milk foam
mixture.
_______8. Cold beverages are served and consumed while chilled like milkshakes.
_______9. Rum is prepared by distilling starch or sugar-rich plant matter.
______10. Non-alcoholic drinks are produced by the introduction of yeast for
fermentation into substance such as Grapes, Grains, Barley, Fruits, Sugarcane and
Rice.

D. Discussion

STANDARD OPERATIONAL PROCEDURE OF

ROOM SERVICE

1. Order taking
2. Setting up tray / trolley
3. Delivering the order in the room
4. Prepare the tray / trolley for delivery
5. Tea / coffee service

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 6. Clearing tray
7. Presenting the bill
8. CIP / VIP Amenity Service
9. Morning shift / night shift check list
10.Take away (Parcel) order
11.Suggestive selling & up selling

ORDER TAKING PROCEDURES (PICKING UP THE ORDER

PROMPTLY AND EFFECIENTLY)

 Pick up the telephone within 3 rings or 15 seconds whichever is less.

 Greet the guest with appropriate greeting using the guest name and
giving your name “Good Morning Mr. Brown, this is Tono from Room
Service. How may I help you?”
 Politely ask the guest about preferences.
 Use upselling techniques by suggesting soups, starters, drinks or
desserts.
 Wherever appropriate mention the approximate time for delivery.
 Repeat the order back to the guest.
 Thank the guest for ordering through in room dining and big
farewell “Thank you for calling room service, have a nice day.”
 Clearly write out the order in the KOT mentioning the names of the
items, time of ordering, room number, name of the guest, portions, Etc.
 Complete the KOT and hand over the supervisor for execution.

SETTING UP OF TRAY / TROLLEY

 The second copy of the KOT is placed on the tray / trolley.

 Ensure the tray corners/ trolley base is free of grease, grime, and dirt.
 Place cruet sets, bud vase and Bon Appetite card for all meal orders.
 Check the tray mat / trolley cloth to be stain free and in good repair.
 A final check may be made to match the order and in good repair.
 Pick the order from the respective kitchens on the tray or trolley directly.
 Carry the correct accompaniments / condiments (pickle, pappad for
Indian orders and Rolls and butter for continental orders).
 As a final step, show the tray to the supervisor, on the way to the
elevator, who will check again for correctness.
 Pick up the bill in the order folder and check correctness.

DELIVERING THE ORDER QUICKLY AND PROMPTLY IN ROOM

 Use service lift to get to the correct floor as soon as possible.

 When on correct floor, take the shortest route to get to the room.
 Move along the corridors silently and briskly.
 Upon reaching the correct room, ring the bell or knock the door twice
and announce in a loud and clear voice “Room Service”
 When the guest opens the room, wish him according to the day.
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  Announce the order by saying “Your coffee/ tea / lunch/ drinks, Mr.
Brown.”
 Introducing yourself by the name to the guest while entering the room.
 While walking into the room, enquire with the guest on where may I
place the tray.
 Place the tray appropriately an offer to serve him.
 If the order is in the morning, offer to open the curtain.
 If you serve the meal, lay a proper cover in the table or in the trolley and
start the service.
 After service find out guest about his proffered time for clearance or if
he would prefer to call back in room dining for clearance.
 Wish the guest an enjoyable meal / drink / coffee.
 Retreat to the door and exit gracefully while closing the door softly
behind you.
 Fill up the Errand Card once after the order is delivered.
 If the room is on DND, immediately inform the order taker.
 May I take your signature Sir/ Madam.

PREPARE THE TRAY / TROLLEY FOR DELIVERY

 As soon as the order is ready, collect from kitchen / bar.

 Check order against KOT.
 Check for correct crockery, cutlery and glassware are in place.
 Place hot food in warmer, where ever appropriate.
 Cover all open food with cloche.
 Collect the bill from order taker in a folder and check account account
against food ordered.
 Inform the order taker about the order moving before proceeding to the
floor.
 Executive / supervisor should check the tray before delivery (room
orders)

TEA OR COFFEE SERVICE

 Pick up the appropriate order following the standard tray set – up.
 Once order is ready to leave the room service area inform the order taker
on the room number being serviced.
 Upon reaching the room, ring the bell and announce in a loud and clear
voice “ Room Service “.
 When the guest opens the room, wish him according to the time of the
day, using his / her name “Good morning Ms. Brown, My name is
Tono from Room Service.”
 Announce the order by saying “Your coffee/ tea / drinks, Mr. Brown.”
 If it’s in the morning, take the paper from the door and place it in the
rack or in the writing table neatly.
 While walking into the room, enquire with the guest on where to place
the tray and place it accordingly.
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  After laying the tray in an appropriate area offer to mix the coffee/ tea /
drink for the guest.
 Wish the guest enjoyable coffee / drink and retreat to the door and exit
gracefully while closing the door softly behind you.

CLEARING THE TRAY FROM THE ROOM PROMPLY ON TIME

 The time of clearance is known by asking the guest during service or

from the order taker if the guest call back Room Service for his
clearance.
 Upon reaching the rooms follow the same procedure as in SOP for
opening the door.
 After the guest opens the door, announce intention of clearing the tray /
trolley.
 Arrange all the clearance on the tray and get guest feedback.
 Arrange the guest room as appropriately.
 Find out if the guest would like anything else “ Is there anything else
that I could assist you, Mr. Brown?”
 If nothing, exit from the room gracefully while wishing the guest a
wonderful day.
 Carry the tray back from the room to room service pick up any other tray
that you may find in the corridor / pantry.
 Be careful not to drop anything on the way.
 Inform the order taker about the clearance.

PRESENTING THE BILL – MAKE THE BILL ACCURATELY

 Present the bill to the guest only after required service.

 The bill should be presented in clean folder along with hotel pen.
 Politely request the guest to sign the bill.
 When the guest has signed the bill, thank them, wish them a pleasant
meal and enquire about the clearance as mentioned in SOP.
 Leave the room gracefully taking away any unwanted items and close
the door gently.
 Return the bill to the order taker who will settle it in the computer.

CIP/VIP AMENITIES SERVICE (SERVING HOT CHOCOLATE TO

GUEST ROOM ON TIME)

 As part of the guest service differentiators, we serve a complimentary

fruit basket or cookies platter as per instruction and request slip from the
Front Desk for Suites and Presidential Suite.
 Once the request comes from any of the above category from the front
desk, take down the request.
 Make an NC KOT for the requested items and pick up the order from the
kitchen.
 Ensure it is presented nicely with proper arrangements.
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  Set up the tray and take the specially cleaned and assigned basket or
platter for placing it in the room.
 Once it is placed inform the immediate supervisor and front desk.

MORNING SHIFT CHECK LIST (ENSURE THAT ALL THE CHECK

LIST IS FOLLOWED FOR SMOOTH OPERATIONS)

 File the occupancy and the sales report in the appropriate file.
 Follow up on the breakfast door knob menu request if any.
 Return all the liquor which was not sold the previous night to the
dispense bar.
 Take the proper count and take-over of all the beverages.
 Check the flowers and receive from housekeeping for the tray.
 Adequate new linens to be collected from housekeeping for the smooth
operations throughout the day.
 All bills to be handed over to front office at 10hrs, 15hrs, 12 midnight
(before the night audit).
 Ensure that adequate amount of crockery and cutlery is there for the
smooth operations with adequate set tray for rapid service.
 Not available items to be checked with the chef and updated in the
board.
 Errand cards have to be handed over to the supervisor and any clearance
not done to be handed over to the next shift steward.

EVENING SHIFT / NIGHT SHIFT CHECK LIST

 Tray set up for the dinner sessions to be done before 7 pm.

 Floor clearance to be done frequently (every 30 minutes)
 Once the housekeeping amenities are ready send Triton to housekeeping
for pick up.
 Errand cards have to be handed over to the supervisors and any clearance
not done to be handed over to the next shift steward.

NIGHT SHIFT CHECK LIST

 Log books to be checked and updated at the end of every shift.

 Pickle and sauce containers to wash daily.
 Cash to be checked and handed over to front desk without any
discrepancies.
 Check for the breakfast knob card for any advance order. Timing should
be mentioned.
 Check and collect advance tea/ coffee orders from front desk after
signing the copy of it.
 Collect liquor and smokes from the dispense bar.

TAKE AWAY (PARCEL) ORDER PROCEDURES.

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  Take away the order one day advance by phone and mail.
 If its bill to company guest has to send the BTC mail to the hotel or fax
request.
 If the guest wants to settle by online credit card, they have to send the
authorization mail and in one day before, then we only forward to
accounts to take the charge slip.
 Transportations for the parcel order around the city to be checked with
the supervisor or manager and to intimate to the guest.
 Parcel order has to be placed the order ticket to the kitchen two hours
earlier to the pick-up and place the order overnight not more than one
day before.

SUGGESTIVE SELLING AND UP SELLING

 Suggestive selling means encouraging guest to buy additional food and

beverages. Suggestive selling requires tact and good judgment.
 The key to effective suggestive selling is a good knowledge of the menu.
 Here are some tips for more effective suggestive selling:
 Be enthusiastic. It’s easier to sell something you’re excited about.
 Make food sound appetizing. Use words like “fresh”, “popular”,
and “generous” when describing menu items.
 Ask questions. Find out if guest is really hungry or just want something
light, whether they like chicken or beef, if they feel like having
something hot or cold.
 Suggest specific menu items. Don’t simply ask: “Would you like soup
with your meal ?” Instead, point out: “A cold bowl of borscht would go
well with your salad on a hot day like this.”
 Suggest your favorites. Try as many of the menu items as you can and
tell guest you’ve tried them: “You’ll like the chicken kiev. It’s one of
my favorite here.” But be honest – don’t say that something is your
favorite when it isn’t.
 Offer a choice: “Would you like a slice of our famous cheesecake or
our homemade pecan pie for dessert?”
 Suggest the unusual. People dine out to get away from the routine fare
they have at home.
 Suggest food and beverage that naturally go together soups and
sandwiches, coffee, dessert, steak, and baked potatoes, and eggs.

Activities/ Exercises

Part 1. Discussion
Instruction: This is a test of your writing skills. Write your answer below
each question. Your essay will be evaluated based on your ability to analyze,
evaluate, explain and support your ideas, and your logical reasoning. Refer to
rubric for your reference.

1. Choose one (1) in Standard Operational Procedure of Room Service.

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 Summarize the proper handling of the chosen standard operational procedure
listed in module.

Rubric for Discussion.

Indicator Needs Satisfactory Excellent

Improvement
(3) (5)
(1)
Content/ Paper has no The writer is The paper is clear and
Substance 0f clear sense of beginning to focused. It holds the
Answer central theme. define the topic attention of the reader.
Topic is not well and provided Relevant details and
(40%)
defined and additional additional information
discussed information, provided enrichment to
even though the theme.
development
can still be
done.
Organization of The writing lacks The The organization
Thoughts and clear sense of organizational enhances and
Delivery (30%) direction. There structure is showcases the central
is no identifiable strong enough idea. The structure of
structure of to move the information is
answer. reader without compelling and moving
too much for the reader.
confusion.
Information
presented are
somewhat
organized and
clear.
Sentence The writing is not The writing The writing has an easy
Fluency and easy to read invites oral flow and cadence.
Quality of orally and does reading, but Sentences are well built
writing (20%) not have fair tends to be and demonstrates a
interpretive more good grasp of standard
reading. mechanical of writing conventions
than fluid. (e.g. spelling
punctuation, grammar
and usage) that invites
expressive oral reading.
Presentation The paper is The format The form and the
(10%) messily written. only has a few presentation of the next
It lacks images mistakes and is enhances the ability for
that may support generally easy the reader to

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 the ideas. to read and understand and connect
pleasing to the with the message. The
eye. Images writer provided images
provided to that support the central
illustrate the theme.
idea are
somewhat
related.

Evaluation/ Post Test

Part 2. MULTIPLE CHOICE

Instruction: Read the following questions carefully and choose the letter that
best describes your answer. Write your answer on the space provided before
each number.

____1. Below are the proper handling and procedures when you are preparing
the tray/trolley for delivery, except;
a. Cover all open food with cloche.
b. Inform the order taker about the order moving before proceeding to the floor.
c. Announce the order by saying “Your coffee/ tea / drinks, Mr. Brown.”
d. Check order against KOT.

____2. When setting up tray/trolley, you should;

a. Use service lift to get to the correct floor as soon as possible.

b. Ensure the tray corners/ trolley base is free of grease, grime, and dirt.
c. Complete the KOT and hand over the supervisor for execution.
d. Repeat the order back to the guest.

____3. Below are the standards operational procedure of room service, except;

a. Presenting the bill

b. Suggestive selling & up selling
c. Upselling techniques
d. Order taking

____4. If the guest wants to settle by online credit card, they have to send the
authorization via;

a. mail b. phone
c. letter d. text messages

____5. When will be the log books to be checked and updated?

a. at the end of every shift.

b. at the beginning of every shift
c. at the middle of every shift
d. None of the above
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 ____6. Tray set up for the dinner sessions to be done before;

a. 8pm b. 6pm
c. 5pm d. 7pm

____7. Below are the times that all bills should be handed over to front office
before the night audit, except;

a. 10 hours b. 12 midnight
c. 8 hours d. 15 hours

____8. When you presenting a bill, you should;

a. Politely request the guest to sign the bill.

b. Ensure it is presented nicely with proper arrangements.
c. Inform the order taker.
d. Find out if the guest would like anything else 

____9. Below are some tips for more effective suggestive upselling, except;

a. Suggest specific menu items

b. Assume that the guest is really hungry
c. Make food sound appetizing
d. Suggest the unusual foods

_____10. If you are in a night shift schedule, you should;

a. Collect liquor and smokes from the dispense bar.

b. Take away the order one day advance by phone and mail.
c. Return all the liquor which was not sold the previous night to the dispense bar.
d. Check the flowers and receive from housekeeping for the tray.

Chapter 9-Beverages

Lesson 1. Alcoholic and Non-Alcoholic Beverages

A. Learning Outcomes
1. Classify types of beverages
2. Prepare alcoholic and non-alcoholic beverages
3. Practice safe and sensible drinking
4. Manage intoxicated person/guest
5. Understand the different beverage service procedures for different setups
6. Identify the different types of beverages served in a restaurant operation

B. Time Allotment:3 hours

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 C. Discussion

Beverages are a very important part of the guest’s experience. Knowing the
beverages in detail together with the different beverage procedures is a must-
know for every dining personnel including servers and bartenders.

In this chapter, beverages which are typically served at a restaurant will be

discussed together with a background on their service procedures and how they
are processed.

What are beverages or Classification of Beverages?

Beverages' is a drink other than water; an explanation on commercial
context.
Beverages are further divided into 'Alcoholic beverages' and 'Non-alcoholic'
beverages.

Non-alcoholic beverages
Non-alcoholic beverages refers to non-intoxication drinks or sweet
carbonated drinks, which doesn’t have any liquor percentage or in other words
yeast is not introduced to convert sugar into alcohol during
the fermentation process. 
Soft drinks comes in different variety like chilled, hot, bottled, canned or
open liquids. The bottles or cans drinks are hygienically packed, e.g. aerated
waters, mineral water, juices, squashes, syrups, smoothies, shakes etc. to be
consumed as and when required.

Alcoholic Beverages
These are portable liquid which contain 1% to 75% of liquor. They are
produced by the introduction of yeast for fermentation into substance such as
Grapes, Grains, Barley, Fruits, Sugarcane and Rice.
Some examples of Alcoholic beverages are Wine, Champagne, Beer,
Whiskey, Brandy, Aperitif, Degestive, Liqueur, Spirits, Sake, Rice Wine and
Cocktails.

Alcoholic Beverages

These are served cold. Alcoholic beverages are intoxicating and contain ethanol,
commonly known as alcohol. Such beverages need to undergo fermentation and
distillation to generate alcohol contents. The percentage of alcohol varies in the
range of 0.5% to 95% depending upon the methods of fermentation and distillation.
 Wine, Cider, Perry, and Champaign are fermented alcohols.
 Beer, ale, and lager are fermented and brewed alcohols.
 Gin, Vodka, Whisky, Rum, Brandy, and Tequila are distilled alcohols.

1. Fermented Beverages – beverages made through the process of fermentation

alone. These beverages are low in alcohol content.
a. Beer – made from malted barley through the process of brewing.
 Ale – top fermented beers. Darker in taste and color.

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  Lagers – bottom fermented beers. Lighter in taste and color.
b. Wine – made from fermented grapes and different fruits like apples,
cherries, etc.
 Still/Natural Wine – also referred to as table wines.
 Aromatic Wine – made the same way as still wines but during
fermentation, aromatics are needed.
 Fortified Wine – these wines are stronger or fortified by adding
brandy to increase their alcoholic content.
 Sparkling Wine – “King of All Beverages” wines that are made
sparkling by having a second fermentation inside the bottle or
on sealed containers.
2. Distilled Spirits – alcoholic beverages which has high alcohol content due to
the process of distillation.
 Gin – spirit made from juniper berries.
 Rum – spirit made from sugar, sugarcane and sugar by products.
 Vodka – spirit made from grains specifically, potatoes.
 Tequila – spirit made from blue agave plant from Mexico.
 Whisk(e)y – spirit made from a variety of grains.
 Brandy – spirit made from fermented grapes or wines.
 Liqueurs – flavoring made from an infusion of different essences with a
spirit base.

Figure 9.1.1 Types of Alcoholic Beverages

If a beverage contains at least 20% Alcohol by Volume (ABV), it is

called spirit. Liquors are similar to spirits. The only difference is that liquors
come with added sweetness and flavoring. Liquors and spirits, both are strong
alcoholic beverages. The following are a few most popular alcoholic beverages.

Beverag Process/ Raw Material Origin Alcohol by

e Volume

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 (ABV in %)

Beer is obtained by fermenting liquid Throughout

Beer mixture of cereals such as corn, rye, the world. 5 – 10
wheat, barley and yeast.

Brandy is obtained by distilling the

Brandy 40 – 50
fermented fruit juices.

Gin is obtained by distilling the Holland

Gin fermented juice of Juniper berries with 40 – 50
water.

Rum is obtained by fermenting Central/South

Rum Sugarcane juice or Molasses for at least America 40 – 55
three years.

Tequila is obtained by distilling Mexico

Tequila 40 – 50
fermented juices of Blue Agave plants.

Vodka is prepared by distilling starch or Russia

Vodka 35 – 50
sugar-rich plant matter.

Whisky is prepared by distilling Scotland

Whisky 40 – 55
fermented juice of cereal grains.

Wines are obtained from fruits such as France/

grapes, peaches, plums, apricots, South
Wines 5 – 20
pomegranate. The fruits are crushed and Africa/India
fermented in large containers.

Due to the unwanted side effects of alcohol on consumer and the society, it is
the responsibility of food and beverage service staff to verify the young customer’s
age before serving alcoholic beverages.

Alcohol Awareness

Alcohol awareness is a growing concern within the Hospitality Industry

nationwide. By recognizing the “early” signs of intoxication, monitoring your
customer’s consumption, and treating them as you would a guest in your own home;
you fulfill your responsibility and protect the guest.

Non-Alcoholic Beverages
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  Coffee – beverage made from the bean or seed of the Coffea Pant which has a
stimulating effect because of caffeine.
 Tea – beverage made from the leaves of the Camellia Sinensis plant, also
stimulating the brain because of caffeine.
 Milk – a beverage and dairy product harvested from lactating mother
mammals.
 Chocolate – beverage made from the extracted beans of the Theobroma
cacao plant.
 Juice – beverage made from the extracts of different vegetables and fruits.
 Water – the universal solvent, the main beverage drink from the earliest
times.
 Alcopops – soda pops infused with little amount of alcohol.

There are two types of non-alcoholic beverages.

Hot Beverages

These are served hot. Hot beverages typically include tea, masala tea (spiced tea),
milk, hot chocolate, and variants of coffee such as expresso, latte, and cappuccino.

Figure 9.1.2 Types of Non-Alcoholic Beverages

Cold Beverages

These are served and consumed while chilled. Cold beverages include juices,
mocktails, coolers, cold versions of tea and coffee, milkshakes, carbonated drinks,
mocktails, and sherbets. The following beverages are famous in countries like India
−
 Buttermilk with a dash of powdered cumin seeds and salt.
 Aam Panna, a sweet and sour raw mango juice with a dash of cardamom in
it.
 Tender coconut water locally called Nariyal-Pani.

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  Sol Kadhi, thin coconut milk flavored with Kokum and ginger-garlic-chili
paste.
There are a few cold beverages which come as cocktails and are prepared using
alcohol.

Types of Coffee Drinks

Figure 9.1.3 Types of Coffee Drinks

AFFOGATO
Espresso poured on a vanilla ice cream. Served in a cappuccino cup.

AMERICANO (or ESPRESSO AMERICANO)

Espresso with added hot water (100–150 ml). Often served in a cappuccino cup. (The
espresso is added into the hot water rather than all the water being flowed through
the coffee that would lead to over extraction.)

CAFFÈ LATTE

A tall, mild 'milk coffee' (about 150-300 ml). An espresso with steamed milk and only
a little milk foam poured over it. Serve in a latte glass or a coffee cup. Flavoured
syrup can be added. 

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CAFFÈ MOCHA

A caffè latte with chocolate and whipped cream, made by pouring about 2 cl of
chocolate sauce into the glass, followed by an espresso shot and steamed milk. 

CAFÈ AU LAIT

French morning coffee. Made by mixing dark roasted filter coffee (often prepared
with French Press) and warm milk. Served in a bowl or a large coffee cup.

CAPPUCCINO
A coffee drink consisting of espresso and a milk foam mixture (drink size about 160–
240 ml). Served in a cappuccino cup. 

COLD BREW COFFEE

Cold Brew Coffee is a smooth, cold beverage prepared by brewing freshly ground
coffee in cold water. In the Cold Brew process, time makes up for heat.

DOUBLE ESPRESSO (DOPPIO)

Double portion of espresso in a cappuccino/espresso cup.

ESPRESSO
A short, strong drink (about 30 ml) served in an espresso cup.

ESPRESSO CON PANNA

A shot of espresso topped with whipped cream. Served in an espresso cup.
 
ESPRESSO MACCHIATO
Espresso with a little milk foam (drink size about 50 ml). Served in an espresso cup.
 
FLAT WHITE
A coffee drink with a double espresso and lightly frosted milk (About 150–240 ml).
Served in a glass.

FRAPPÉ
Rich iced coffee made of espresso, milk and ice. Flavoured syrup can be added (about
300 ml). Mixed in a blender and served for example in a latte glass.
 

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FREAKSHAKE
Basically anything that is blended/mixed/stirred and served with various topping
that are very "instagrammable". Coffee Freakshakes are often made with cold brew
coffee.

ICED LATTE
Ice, cold milk and an espresso in a latte glass (about 300 ml), often mixed with some
sugar or flavoured syrup. Served in a latte glass.

ICED MOCHA
Cold Caffè mocha. Prepared like iced latte, but garnished and flavoured like caffè
mocha (about 300 ml). Served in a latte glass.

IRISH COFFEE
Classic coffee cocktail where Irish whiskey is mixed with filter coffee and topped with
thin layer of gently whipped cream.

LATTE MACCHIATO
Like a traditional caffè latte, but with a thicker layer of foam. Often made by pouring
an espresso last into the milk (drink size about 300 ml). Served in a latte glass.
 
LUNGO (or ESPRESSO LUNGO)
An espresso pulled long (50–60 ml). Served in an espresso/cappuccino cup.

RISTRETTO (or ESPRESSO RISTRETTO)

A very short shot of espresso (about 20 ml). Served in an espresso cup.

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 Wine

Fermented
Beverages Beer

Gin

Rum
Alcoholic
Beverages
Distilled Vodka
Spirits

Coffee Tequila

Tea Whisk(e)y
Beverages

Brandy
Milk

Chocolate Liqueurs

Non-Alcoholic
Beverages Juices

Water

Alcopops

Figure 9.1.4 Classification of Beverages

Below are some tips to decision-making when serving alcoholic

beverages:

 Do not admit obviously intoxicated for underage customers to the bar.

 Do not serve alcohol to an obviously intoxicated or underage customer.
 Offer alternatives to alcohol.
 Create an atmosphere to promote responsible drinking.
 Make a reasonable attempt to prevent obviously intoxicated customers from
driving.
 Responsible service of alcohol requires a team effort.
 Know and watch for the signs of intoxication. If there is any question, avoid
further service and report to a manager who will make the final decision and
determine whether the guest should remain or leave.
 If you know what it takes to get someone drunk, you can prevent it by
monitoring their consumption and offering alternatives.
 Do not allow drunks to come in, and do not allow intoxicated guests to drive.
 Hospitality is our business. Beverage service is only one element.
 Cooperation between employees and management allows us to exercise a
degree of influence on the behavior of our customers that will result in an

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 atmosphere of responsible drinking.
SIGNS OF INTOXICATION

Most of us are familiar with the person who has had too much to drink and
can’t walk straight or falls down. Alcohol impairs our mental and physical abilities in
stages. It is important to learn to recognize the signs of intoxication:

 Difficulty with fine motor skills (difficulty picking up small things like
toothpicks, napkins, tying their shoes etc.)
 Speaking too loud or too softly
 Talking fast, then slow, then fast
 Slurred speech
 Bloodshot eyes
 Sweating when no one else is
 Dopey, not alert (responds slowly to questions)
 Poor motor control (stumbling, bumping into others)
 Breathing slower and lighter than others
 Sleepiness

HOW TO MANAGE INTOXICATED GUEST

Let’s face it - it’s sometimes a challenge to deal with a drunk friend or family
member; though, it’s sometimes necessary when someone insist, they are okay to
drive, a fight breaks out, or a group of people are doing something unsafe at your
party. Do your best to deal with each situation without putting yourself at risk.

 Stay calm.
 Don’t argue with the intoxicated guest.
 Don’t embarrass the guest, especially in front of other people.
 Invite the problem guest to an area away from other guests, where you can
talk.
 Deal with the situation in a calm, friendly way. Speak to the person directly,
and firmly explain that what they are doing is unacceptable at your party.
 listen and empathize with your guest. Acknowledge your guests anger or
frustration, but also remind them that it is your house, and you are
responsible for their safety and don’t want to see them get hurt.
 Point out that if they were sober, they would agree that what they are doing is
a bad idea.
 If you cannot calm the guest down or convince them to stop what they are
doing, ask a friend of theirs to try.
 If you decide to ask this person to leave, remember that you are still
responsible for their safety (call a cab, get someone to drive them home, or if
the situation gets out of control – call the police).

How to stop an impaired person from driving:

 How to stop an impaired person from driving.

 If the person will give you their car keys, take them and store them
away.
To get their keys, try:
 To be calm, joke about it
 Ask a good friend of theirs to get the keys from them

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  Find the keys while they are distracted and hide them - they’ll
probably think they’ve lost them and will be forced to get a ride with
someone else or spend the night
 Speak to him/her privately and suggest someone else should drive
(they will be less likely to be defensive when there is no audience).
 Politely, but firmly, tell them they cannot drive because you care
about them.
 If someone has had a few drinks and insists they are not drunk,
rationalize that they are buzzed and shouldn’t be driving (You don’t
have to be completely blitzed to have impaired judgement and
driving skills).
 Tell the guest that even the first drink starts to impair your
reasoning, judgement and memory. “You could hurt or kill someone
else if you drive.”
 Make it clear you are doing them a favour – this will be appreciated
in the morning.
 Encourage the person to spend the night.
 Call them a cab; you may want to pay the fare in advance.
 Drive them home in their vehicle and call yourself a cab to get back
home.
 Stick to your guns, don’t allow anyone to drive after drinking.

THE BAR SETUP

The Well
The well station is set up at each location behind the bar. This station is
designed to maximize the bartenders’ speed and efficiency in preparing commonly
ordered drinks.
Each highball station should be set up in the same manner so that bartenders are not
searching for product as they move around the bar.

Guidelines for this station include:

 Cubed ice in the bin with the ice scoop placed handle up in the ice.
 Mixer and soda gun on the right-hand side of the station.
 Mixing mat placed in the rail, 2 mixing tins, and the bar strainer to the
right.
 Bar spoon in a designated area.
 All necessary garnishes in their proper containers (limes, etc.)
 Straws, napkins in the napkin holder – organized and in easy reach.
 Well liquors arranged in a specified order, located in a speed rail attached
to the ice bin.
 Lime mix and Grenadine in the speed rail.
 Most frequently used call liquors located at every station in the speed rails.
 Glassware stored in its designated area at each station.
 Stemware located so that it is accessible from every station.
 Trash receptacle nearby.
 6-Packs in a central, convenient location for all bartenders.
 Condiments in a central convenient location for all bartenders.
 Clean menus located by each bar well.

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For the back station of the bar, following are the guidelines for efficient
setup:

Back Station Setup

Hot Drink Station

 2 burner hot plates (set on medium) with two coffee pots (one for coffee,
one for hot water).
 Sugar and Sweet n’ Low in plastic containers.
 Footed glass cups in easy reach
 Tea bags
 Garnishes:
 Lemon twists
 Sugar for rimming
 Whipped cream and special whipped cream in easy reach.
 Liquors and liqueurs for hot drinks in the nearest speed rail (bottles are
grouped by drink recipe where possible).

Bar Ordering Procedures

There are four (4) basic pricing categories. All drinks served at [restaurant
name] fall into one of these categories.
 Call
 Premium
 Super Premium
 Top Shelf

Some specialty drinks will have their own prices listed on the price look-up sheet.

Abbreviations

It is a must that service personnel, and bartenders, use the correct

abbreviations. This is a back up system in case our register breaks down. We are
using a new type of register with a printer to reduce vocal confusion of calling each
drink. Please get into the habit of writing all drinks on your order pad. This will give
you a written record of each drink sold.

Service Order

When making drinks for servers, you need to set them up in the following
order. The servers will ring them in this order, and will be expecting to pick them up
in this manner. A calling order system is necessary for efficiency and expediting the
service well.

 Frozen drinks • Juice - Water

 Up drinks • Wine by the glass
 Bottled beer • Coffee and hot drinks
 Tall and rocks drinks: • Draft beer
 Brand  Scotch
 Vodka  Bourbon
 Gin  Tequila
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  Whiskey  Liqueurs
 Rum

Preparing Drink Orders

Prepare all drink orders to recipe. Check glassware to make sure it is clean and
not chipped, ice all drinks properly and ensure all beer/wine is served cold. Your goal
is to prepare and deliver an order in less than 1-minute.

Delivering and Serving Drinks

In presenting drinks at the table, serve ladies first. Handle the glassware in
such a manner that your hands will not come in contact with the rim. If you are in
doubt about who gets which drink, ASK! It is better to appear forgetful than to
appear dumb. If the customer is sitting at the bar, always ask if they would like to run
a tab, whether it’s with cash or credit card.

Generally, the following are the rules in serving beverages:

 Serve ladies before gentlemen.

 When serving beverages, stand to the guest’s right side with the beverage tray
on the left hand parallel to the floor.
 Grasp the glass to be served with your right hand.
 With your right foot, take a step toward the guest, placing your right foot
between two chairs.
 Lower your body by bending your knees while reaching forward with your
right arm, which is holding the beverage to be served to the guest.
 If the reach to the guest is not far, don’t reach forward.
 Place the glass at the right side of the guest.
 Bring both hands back to the starting position.
 Walk forward around the table to the next guest to be served.
 Stop to the right of the next guest to be served.

Continued Service
Be attentive. Face your attention. Never turn your back on your guest!! After a
guest has been served, do not abandon them. Approach the guests often to empty
and clean ashtrays and remove debris. Change soggy napkins for fresh ones. All these
services are subtle methods of “silent selling”.
If you see an empty pack of cigarettes, offer to get the customer a new pack.
Open the pack, tap a cigarette out and offer to light the cigarette for the customer.
Always carry a lighter while you are working.

Be able to do two things at one time

Examples:
 Take drink orders while cleaning bar.
 Take orders while waiting for another guest to pay for a drink.

When not servicing the bar, step back and refrain from involving yourself in
the guests’ conversations. Be attentive and efficient, but never appear to be listening
to the conversation. Never take part in a guest’s conversation unless directly
addressed by the guest. Continually check for reorders with eye contact and
attentiveness.
Always be alert to solve guests’ problems and answer questions: be a part of
the solution. If guests leave the bar to circulate, cover their drinks to notify others tat
the guest will be returning. Establish regulars by remembering what they drink. this
26
contributes to personalized service. There is no reason a guest should have to ask for
another cocktail. When the drink is ½ empty, offer to bring another by name: i.e.,
“Can I bring you another Jack and Coke?”. Never take a guest’s glass until a guest
signals that it can be removed, or until replaced with a fresh drink. Always replace
soggy napkins and replace when serving a fresh cocktail.
If a new guest joins a party, take his/her order, but never assume that the new
drink(s) go on any existing tab. Repeat service procedures for every additional guest.
Be aware of your station. As guests are leaving, thank them for coming and invite
them back again. Give your guests a unit business card with your name written on it,
so they will ask for your excellent service the next time they visit us.

Wine Service
When ordering a bottle of wine, ring it up as usual on the register. The
bartender will give you a chit that you will take to the manager, who, in turn, will
issue the bottle.

1. Present the bottle to the host.

 Host accepts
 Host rejects (wrong wine, wrong vintage, changed mind).
 Place glassware around the table at the position 4 o’clock from the
water glass. Using your Screw pull wine opener cut the capsule and put
it in your pocket. Remove the cork and present to the host.

2. Pour about one ounce for the host to sample.

 Host accepts
 Host rejects (based on color, smell, clarity, taste). If this happens, GET
A MANAGER immediately.

3. Pour wine around the table.

 About 4 ½ ounces per glass.
 Women first, then hostess, then men, then host.
 Place remainder of bottle in an iced wine cooler.

VARIATIONS:

Red Wine
 Bring it and open as soon as possible after the order, so it can breathe.
 Do not cool, unless requested.

Second Bottle – Same Wine

 Give the host or hostess the option of re-sampling.
 Give the host or hostess the option of fresh glassware for everyone.

Second Bottle – Different Wine

 Automatically present fresh glassware.

Two Wines simultaneously

 Host or hostess gets two glasses.
 Host or hostess samples both wines before pouring to the rest of the party.
 All members of party must be given a choice of either.

Water/Tea/Coffee Service

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Water Service
 Water should be ice cold and served in a glass with ice.
 If the house policy is to serve water automatically, serve one glass to each
person at the table, otherwise, serve water on request.

Coffee and Tea

Tea serving Procedures:

 GUEST PLACES TEA BAG ARGUMENT: “Guests should have the option
of deciding how strong or weak their tea will be, and they can control this only
if they make their own.”
 Serve a warm cup, saucer and teaspoon.
 Serve the tea bag on a separate small plate, perhaps a B&B Plate.
 Ask the guest “Shall I pour?”. This is the cue for the guest to place the tea
bag on the cup at which time the hot water is poured over the tea bag by
the server.
 The guest will remove the tea bag to the small plate it arrived upon when
the tea is brewed to the proper degree.
 Milk, lemon wedges, sugar and artificial sweetener are usually served with
tea so let the guest decide on what should accompany the tea.

 SERVER PREPARES CUP OF TEA ARGUMENT: “the tea is best if the

tea bag is placed in the cup at the source of the boiling water and allowed to
brew.”
 Warm the cup by rinsing it with hot water and allowing it to rest for a
minute or so.
 Pour the hot water down the drain.
 Place the tea bag in the cup.
 Hot water should always be poured over the tea. Fill it almost to the rim –
about ½ inch from the top – with fresh boiling water.
 Serve a lemon wedge, sugar, artificial sweetener, and milk separately.

Activities/ Exercises

Part 1. Alcoholic and Non-Alcoholic Mixing Video Activity

1. 1. Create a video of you mixing one (1) alcoholic and one (1) non-alcoholic
beverage. You can search and copy recipes online and do it yourself, or you can
create your own version. Simple mix of beverage is okay. Just do what you can
afford, no need to buy expensive ingredients. Include the ingredients and step by
step procedures on your video. You can speak Tagalog if you are comfortable with it.

Evaluation/ Post Test

Part 1. Fill in the Blanks

Instruction: Read each statement or question below carefully and fill in the
blank(s) with the correct answer. Answers may be more than one word.

1. Classic coffee cocktail where Irish whiskey is mixed with filter __________
and topped with thin layer of gently ______________.
2. Espresso Macchiato is made of espresso with a little ____________ (drink

28
 size about 50 ml). Served in an espresso cup.
3. Cappuccino is a coffee drink consisting of ___________ and a
_____________ mixture (drink size about 160–240 ml). Served in a
cappuccino cup. 
4. ___________ are served and consumed while chilled.
5. Speaking too loud or too softly is a sign of ____________.
6. Beer is obtained by fermenting liquid mixture of ________ such as corn, rye,
wheat, barley and yeast.
7. Wine, Cider, Perry, and Champaign are __________ alcohols.
8. Gin, Vodka, Whisky, Rum, Brandy, and Tequila are ___________ alcohols.
9. ___________ are produced by the introduction of yeast for fermentation
into substance such as Grapes, Grains, Barley, Fruits, Sugarcane and Rice.
10. ____________ doesn’t have any liquor percentage or in other words yeast is
not introduced to convert sugar into alcohol during the fermentation process. 
11. Alcoholic beverages are intoxicating and contain _________.
12. Liquors are similar to ________ and the only difference is that liquors come
with added sweetness and flavoring.
13. ________ are obtained from fruits such as grapes, peaches, plums, apricots,
pomegranate. The fruits are crushed and fermented in large containers.
14. _________typically include tea, masala tea (spiced tea), milk, hot chocolate,
and variants of coffee such as expresso, latte, and cappuccino.
15. ___________ is made of espresso with added hot water and often served in
a cappuccino cup. 

References

Bajao, G.T, & Bachanicha, R.M. (2019). Fundamentals in Food Service Operations.

Maria Lutgarda Manuela B. Punay, MBA (2012). Food and Beverage Service
Manual (Practice Makes You An Expert, F&B Service Guide for Beginners).

Cornell, Molina, & Valenzuela (2011). Food and Beverage Service Procedures

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sustainable development of West Philippines
and beyond.

Mission
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dynamic economy and sustainable development
through relevant instruction,
research and extension services.

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