tle quiz module 2

• Food and Beverage Service Personnel

  • Food and Beverage Manager
  • Supervisor
  • Captain Waiter or Station Head
  • Receptionist
  • Waiter
  • Busboy
  • Bartender
  • Cashier
• Food and Beverage Manager


  Oversees the overall operation of the restaurant in accordance to the establishment's policies and standards
• Supervisor


  Oversees the food and beverage operations in his assigned area that quality service is carried out in accordance to the establishment's policies and standards
• Captain Waiter or Station Head


  Oversees the set-up and delivery of efficient customer service in his assigned area
• Receptionist


  Welcomes and greets customers at the entrance of the outlet and guides them to their respective tables
• Waiter


  Takes and serves food and beverage orders in accordance to proper standards and procedures
• Busboy


  Acts as a dining room helper and runner
• Bartender


  Prepares drink orders according to prescribed standards
• Cashier


  Safeguards the financial revenue of the outlet
• Personnel Professionalism


  • Physical Projection - appearance, poise, posture, and body language
  • Verbal Projection - quality of speech, diplomacy and tact in the words and expression used, including tone, volume and non-verbal projections
  • Conduct and Behavior - practice of basic courtesy, tolerance for difficult guest and customers, compliance to service standard
• Staff should avoid any mannerism they may have.
• Verbal Projection


  Quality of speech, diplomacy and tact in the words and expression used, including tone, volume and non-verbal projections
• Verbal Projection Attributes


  • Speak with clarity. Check if you are understood whenever sending a message.
  • Speak in an audible, relaxed, and natural manner. Maintain a conversational tone and volume.
  • Observe right speed-not too fast and not too slow.
  • Make it a habit to use magic words like "May I", "Do you mind?", "Please", and "I'm sorry".
  • Be honest and accurate in giving information. Do not bluff.
• Conduct and Behavior


  Practice of basic courtesy, tolerance for difficult guest and customers, compliance to service standard
• Unpleasant Habits

  • Yawning
  • Grouping
  • Doing mannerisms like nail biting, cross arms and lip biting
  • Using sign language with unwanted facial expressions
  • Shouting, giggling
  • Daydreaming
  • Putting hands on pockets
  • Leaning on walls, tables, and chairs
  • Staring look
  • Chewing gum
  • Demanding for tip
  • Counting tip in view of customer
  • Reading newspapers or magazines
  • Using of rude or insulting language
  • Leaving one's station longer than necessary
• Conduct and Behavior is a practice of basic courtesy, tolerance for difficult guest and customers, and a compliance to service standard.
• The following factors are under verbal projection, except: Avoid any mannerism.
• Daydreaming is an example of unpleasant habit in the dining area.
• Conduct and Behavior as one of the attributes of good food and beverage personnel is a practice of basic courtesy, tolerance for difficult guest and customers, and compliance to service standard.
• Hygiene General Rules


  • Bath daily to maintain personal body freshness
  • Use deodorants or antiperspirants to combat body odor
  • Avoid using strong perfume products. Fresh light cologne is preferable
  • Brush teeth every morning and evening. If smoking, brush teeth more often or use a breath spray
  • Nails should be well-manicured and hands are clean at all times
  • Wash hands thoroughly and more often. (After using the toilet, after smoking, before handling any food, after touching any pets and animals)
• Hair


  • Hair should be well-groomed, neat and kept clean with no excessive hair accessories that would make it look dirty
  • Hair should not fall across the face when leaning forward. Women should use simple and appropriate hair accessories to keep hair tied up. Hair clip may be used to keep loose strands
  • Men should be freshly shaven each day. Stubbles of a beard or mustache could look untidy
• Jewelry


  • For ladies, wearing of earrings, finger rings and necklace or small bracelet is acceptable. Do not wear more than three pieces of jewelry. Excessive jewelry should be avoided
  • Men's wedding band is acceptable
  • Wear watch for practical purposes. Avoid using fashion watches. Neat and conserved styled watches will do
  • Body piercing is not allowed. Men should not wear an earring or other pierce including areas such as nose, lips, and eyebrows
• Personal Grooming


  • The uniform should be spotless and free from unpleasant odors. Crease should always be ironed
  • Ladies are required to wear clean stocking, conservative and polished shoes with sturdy heels to avoid accidents during service
  • The apron should be clean and free from stains
  • Ladies are preferred to have light make-up to project a professional work image
• Etiquette


  General politeness and amiability are obviously expected of food and beverage personnel. All remarks such as "thank you" and "good morning" should include the guest's name, title, or the word "sir" or "madam"
• Men's wedding band is acceptable
• All remarks such as "thank you" and "good morning" should include the guest's name, title, or the word "sir" or "madam"