Subject: Food and Beverage Topic: Concepts in Food and Beverage

Quarter: 1 Week: 1 (September 7 - 11, 2020)

MODULE 1 Page 1 of 11

I. A. Learning Objectives:
1. Identify the Types of Services and the Terminologies used in Food and Beverages.
2. Adhere professional ethics for food service personnel by applying it in handling hot-
tempered guest.
3. Restate offensive statements into positive one.
4. Demonstrate appropriate handling of guest in different situations.

B. Student’s Weekly Learning Goals:

1. Read and meditate on the Verse of the Week.
2. Complete the Graphic Organizer.
3. Read the lesson content about the Concepts in Food and Beverage.
4. Take a video of yourself simulating how to handle customers in an unpleasant situation.
5. Answer process questions provided.
6. Answer the Evaluation.
7. Answer the “Learning Gains” section in this module.

II. Learning Tasks

1. Read and meditate on the Verse of the Week attached in this learning module and you may
share it with your relatives and friends.

2. Let us find out what you already know about Food and Beverage, what you want to know
about it, and where you can find sources of information for what you want to know. Fill out
the graphic organizer below.

What I Know What I Want to Know Possible Sources

3. Lesson Content

Food and Beverage services sector contributes a great deal to the profits in hospitality
industry. With the increase in importance of business meetings, a range of personal and social
events, a large number of customers visit catering establishments frequently. The food and
beverage professionals tirelessly work to intensify customers’ experience through their service.
Subject: Food and Beverage Topic: Concepts in Food and Beverage
Quarter: 1 Week: 1 (September 7 - 11, 2020)
MODULE 1 Page 2 of 11

The Food and Beverage Services providing businesses deliver food and beverages to their
customers at a particular location (on premise) such as hotel, restaurant, or at the customer’s
intended premises (off-premise).

F&B Services – Definition

Food and Beverage Services can be broadly defined as the process of preparing,
presenting and serving of food and beverages to the customers.

F&B Services can be of the following two types −

 On Premise − Food is delivered where it is prepared. The customer visits the premise to
avail the food service. The premises are kept well-equipped and well-finished to attract
customers to avail F&B service.

For example, restaurants, pubs, etc.

 Off Premise or Outdoor Catering − This kind of service includes partial cooking,
preparation, and service at customer’s premises. It is provided away from the F&B
Services provider’s base on the occasion of major events which call for a large number of
customers.

Types of F&B Services Operations

There are two broad types of F&B Services operations:

 Commercial − In this case, F&B Services is the primary business. The most known
commercial catering establishments are — hotels, all kinds of restaurants, lounges,
cafeterias, pubs, clubs, and bars.
 Non-Commercial − Non-commercial operations are secondary businesses in alliance
with the main business. These F&B services mainly cater to their consumers with limited
choice of food and beverages. These establishments often run under contracts. For
example, food and beverage services provided at hospitals, hostels, and prisons.

Let us first understand some common forms of F&B service.

 Catering is the business of providing foods and beverage service to the people at a
remote location. It is a part of food and beverage service sector. For example, arranging
food services at a wedding location.

 Quick Service Restaurants are the fast food outlets where the food is prepared,
purchased, and generally consumed quickly. They are run with convenience as a main
factor. Branded outlets such as McDonalds and Nando’s are QSRs.
Subject: Food and Beverage Topic: Concepts in Food and Beverage
Quarter: 1 Week: 1 (September 7 - 11, 2020)
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 Full Service Restaurants are fine dining, family, specialty, ethnic, or theme restaurants
where the food and beverage menu is wide and the customer’s expectations are high.
They are operated with customer satisfaction and experience as the key factors.

Food and Beverage Services come only after preparing what is to be served. Most food and
beverage service businesses operate in the following cycle:

The upper half depicts food preparation related functions, whereas the lower half depicts
food and beverage service to customers.

Food and Beverage Service Objectives

The food and beverage service is looked as a means of achieving satisfaction and making
yourself feel comfortable in today’s world. The main objectives of this service are:

 To satisfy the following needs:

o Physiological − The need to taste different varieties of food.
o Economical − The need to get F&B Services at the invested cost.
o Social − The need to find friendly atmosphere.
o Psychological − The need to elevate self-esteem.
 To provide high quality food and beverages.
 To provide friendly and welcoming atmosphere.
 To provide professional, hygienic, and attentive service.
 To impart value for money.
 To retain the existing customers and to bring in new ones.
Subject: Food and Beverage Topic: Concepts in Food and Beverage
Quarter: 1 Week: 1 (September 7 - 11, 2020)
MODULE 1 Page 4 of 11

The following terms are frequently used in F&B services:

Back bar - A range of shelves displaying glassware and bottles.

Banquet - A sit-down meal served on the occasion of a formal or informal event such as a
wedding party or a conference.

Binge Drinking - Drinking too much in a single session.

Buffet - A dining system where the guests serve themselves. Popular with a large number of
guests and a small number of workforce.

Cocktail - Any mixed drink prepared using alcohol.

Condiments - Spices, sauce or other food preparations used to enhance the flavor or to
complement the dish.

Crockery - Plates, dishes, cups, and other similar items, especially ones made of glass,
earthenware, or china clay.

Cross-Contamination - It is a process of unintentional transfer microorganisms from one

substance or object to another, with harmful effect.

Croutons - Crispy cubes of bread

Cutlery - Knives, forks, and spoons used for eating or serving food.

Deli - A store that sells pre-cooked fine food.

Dram Shop - American term for ‘Alcohol Bar’.

Gueridon Trolley - A trolley used in F&B Services business on which the food can be cooked,
finished, or presented to the guest at the table.

High Ball (Long Drink)

Alcoholic beverage mixed with a large volume of soft drink and served in a tall glass with straw.

Mocktail - A non-alcoholic drink prepared using fruit juices or other soft drinks.

Pathogen - It is a biological agent that causes disease to its host.

Platter - A large flat dish or plate for serving food.

Pub - British name for ‘Public House’, an establishment licensed to serve alcoholic drinks.
Subject: Food and Beverage Topic: Concepts in Food and Beverage
Quarter: 1 Week: 1 (September 7 - 11, 2020)
MODULE 1 Page 5 of 11

Shot Ball (Short Drink) - Alcoholic drink consumed in a gulp. It is served in shot glass.

Situ - On site, locally.

Spot Checking - Regular surprise checking conducted to review standardized recipes and food
products to maintain quality.

Station - A set of tables allocated to waiters in the F&B Services establishment.

Table Cover - It is the area on the table for plates, glasses, and cutlery for single person.

Tines - Parallel or branching spikes of a fork.

Toque - Cooks cap with multiple folds represents the many different ways a chef knows to
prepare a dish.

Professional Ethics for Food Service Personnel

“Customers judge a restaurant, bar or hotel not only by quality of food and facilities, but also by
the kind of people who serve them.”

Service personnel reflect the image of the company. They must therefore carry
themselves in a professional manner to make a good impression.

Professionalism is a quality that is projected in terms of:

1. Physical Projection – appearance, poise, posture and body language

2. Verbal Projection – quality of speech, diplomacy and tact in words and expressions used,
including the tone, volume, non-verbal.
3. Conduct and behavior – practice of basic courtesies, tolerance for difficult guests and
customers, compliance to service standards.

A. Physical Projection

1. It is advisable to require employees to wear a uniform. But it must be properly

pressed.
2. Avoid too many jewelries, dangling earrings, low neckline or too much make up.
3. Always carry a pleasant smile and positive disposition so that others will feel more
comfortable and at ease with you.
4. Be careful of over – tone, volume and body language. Avoid unpleasant non – verbal
like sneering look, crossing arms, pointing finger, frowning face, deep sighs, biting
lips, and shaking head. Keep a low modulated tone and volume.
Subject: Food and Beverage Topic: Concepts in Food and Beverage
Quarter: 1 Week: 1 (September 7 - 11, 2020)
MODULE 1 Page 6 of 11

5. Maintain poise and posture by direct eye contact, erect posture, refraining from
unpleasant mannerisms like scratching head.
6. Strictly observe the following grooming standards:

a. Hair
 Clean, neatly combed; no dandruff.
 Ladies hair should be clipped on both sides or breaded (if it is long)
 Length of men’s hair should not go beyond collar and the side hair must not
cover the ears.
 Bangs should be avoided
b. Uniforms
 Must be comfortably fit; no sagging hemline
 Properly buttoned; sleeve should never be folded nor rolled
 Clean and well pressed; free from stains nor wrinkles
c. Face
 Men – free of beard and moustache
 Ladies – must have light and appropriate make – up that should be retouched
from time to time
 Free from pimples and blemishes
d. Mouth
 Free from bad breath; mouth to be used to ensure fresh breath
 No tooth decay
e. Ears
 Clean and free from visible dirt inside and outside
 Earrings are never appropriate for men; ladies in uniform should never wear
dangling earrings
f. Body
 Free from body odor; deodorant to be used daily
 Daily shower is a “must”
g. Fingernails
 Clean and free from dirt
 Men – nails should be short and properly trimmed
 Ladies – avoid very long fingernails and must always be clean and well-
manicured. If nail polished is used, it should look clean, fresh and not tattered
h. Shoes and Socks
 Should be clean and well-polished, heels in good condition
 Black socks for men and changed daily with fresh ones
 Ladies should wear stockings but must be ensure it has no “run”

i. Perfumes
 Not allowed too much as the smell contaminate he food
j. Excessive Jewelries
 Not appropriate
Subject: Food and Beverage Topic: Concepts in Food and Beverage
Quarter: 1 Week: 1 (September 7 - 11, 2020)
MODULE 1 Page 7 of 11

B. Verbal Projection

1. Speak with clarity. Check if you are understood after sending a message.
2. Speak in audible, relaxed and natural manner, maintain conversational tone and
volume.
3. Observe right speed, not too fast or too slow.
4. When receiving messages, always seek to confirm or clarify anything that sounds
unclear.
“ If I got you right, are you saying that…..”
“ I heard you say….do you mean….?”
5. Accept and respect the opinion and ideas of others. If you disagree, acknowledge first
their statement before pointing out your ideas. Make statements like:
“ I see your point.: “I understand what you mean. However, I feel that..”
6. Make it a habit to use magic words like May I, kindly, Please, Do you mind, and I’m
sorry.
“May I have your name sir” instead of what’s your name?
“May I know who is on the line, rather than “Who is this?”
“ What can I do for you ma/sir?” rather than “ What is it sir?” or What do you want
from________.”
7. Avoid saying directly no or cannot be when turning down a request. One diplomatic
way of doing it is to say: I really wish I could satisfy your request, however……. I
hope you understand.”
8. Be sensitive to the feelings and self-esteem of others. Avoid words or expressions that
hurt feelings and shatter other’s self-esteem.
9. Listen with interest and undivided attention. Nod if you agree, ask questions.
Paraphrase statements to confirm.
10. Be honest and accurate in giving information, do not bluff. Admit it if you don’t
know the answer to an inquiry but instead of saying “I don’t know,” say: “I’m sorry,
I don’t have that information right not but let me find out for you and I’ll get back to
you as soon as I have the information. May I have your name and phone number?” or
you can refer the inquiring person to the right official or department. “Mam/sir, I
wish to refer you to ____________. He got all the information you need. Would you
like me to connect you to his/her office now?”

C. Work Behavior and Habits

A professional waiter/server must behave with gentleness and in strict observance to the
rules of basic courtesy and work ethics

Some habits to be avoided while on duty are:

1. Unsanitary practices like:

 Smoking, Coughing/Sneezing
 Scratching body parts
 Spitting on walls, floors, sink
Subject: Food and Beverage Topic: Concepts in Food and Beverage
Quarter: 1 Week: 1 (September 7 - 11, 2020)
MODULE 1 Page 8 of 11

 Tasting food in view of customers

 Handling food with bare hands
 Serving food/cutleries that have fallen on the floor
 Putting foods in the dirty tables
 Cooling warm/ hot food by blowing air out of the mouth
 Wiping perspiration with wiping cloth used for service
 Combing hair inside the dining room
 Using strong perfume

2. Unpleasant Habits
 Yawning
 Grouping together with other staff for a chat while on duty
 Mannerisms like biting nails, crossing arms, biting lips
 Using sign language
 Shouting, giggling, loud conversation and horse playing
 Daydreaming and Eavesdropping
 Indulging in customers’ private conversation
 Putting hands on pocket and playing with pocket coins
 Leaning on walls, tables and chairs
 Sneering or staring look
 Frowning look and show of irritation
 Chewing gum
 Suggesting or demanding for a tip
 Counting tips in view of customers
 Airing grievances against the company to customers
 Too much familiarity with the customers
 Bluffing customers
 Reading newspapers/magazines
 Singing, whistling
 Use of rude and insulting language
 Seating with customers to indulge a conversation with them
 Pointing at something or someone with finger
 Interrupting customer conversation unless for valid reason
 Divulging confidential information to customers
 Leaving one’s station longer than necessary

4. Application

Instructions: Take a video of yourself simulating how you will handle the following
situations. Submit it on Schoology on or before September 25, 2020.

1. A customer, a negativist criticizes your pasta saying it doesn’t deserve its price.
He feels shortchanged.
Subject: Food and Beverage Topic: Concepts in Food and Beverage
Quarter: 1 Week: 1 (September 7 - 11, 2020)
MODULE 1 Page 9 of 11

2. Customer’s credit card is declined, how you will tell him it can’t be accepted for
payment.
3. Customer complains of an aluminum foil mixed with his salad.
4. Customer complains about the food saying it does not suits his taste.

5. Generalization
Answer the following questions fully. Prepare to share your answers during scheduled online
meeting.

 How important is good grooming in Food and Beverage industry?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

 In a busy environment, pressures and a lot of workloads, how can you maintain
professional ethics?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

6. Answer the Evaluation provided at the back page of the Learning Gains independently.

7. In paragraph form, answer the “Learning Gains” section in this module.

REFERENCES:

1. Roldan, A and Edica, Benito.(2008).Food Service and Bartending: AR Skills

Development and Mangement Services, Inc.

2. https://www.tutorialspoint.com/food_and_beverage_services/
food_and_beverage_services_basics.htm
Subject: Food and Beverage Topic: Concepts in Food and Beverage
Quarter: 1 Week: 1 (September 7 - 11, 2020)
MODULE 1 Page 10 of 11

NAME: _________________________________________ Grade & Section: _____________

III. LEARNING GAINS

(a. What have you learned in this lesson? b. How can you apply these learnings in your life?
c. Have you read the Verse of the Week? Give your reflection about it.)
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Instruction: Once accomplished, please detach this page for the inclusion in your monthly portfolio.
Subject: Food and Beverage Topic: Concepts in Food and Beverage
Quarter: 1 Week: 1 (September 7 - 11, 2020)
MODULE 1 Page 11 of 11

A. Identify the following. Write your answer on the space before each number.

____________________ 1. This kind of service includes partial cooking, preparation and service
at customer’s premises.
____________________ 2. It is the business of providing foods and beverage service to the
people at a remote location.
____________________ 3. A sit-down meal served on the occasion of a formal or informal
event such as a wedding party or a conference.
____________________ 4. It is a process of unintentional transfer microorganisms from one
substance or object to another, with harmful effect.
____________________ 5. These are fine dining, family, specialty, ethnic, or theme restaurants
where the food and beverage menu is wide and the customer’s
expectations are high.

B. Examine the following offensive statements. Turn them into positive Statements.

Offensive Statements Alternative way of expressing it

1. Sir you are not in the right attire. There
is a dress code in this bar.

2. How dare you say we are cheater? It

was an unintended mistake.

3. We cannot give you discount sir even if

you are a regular patron

4. Sir, you have to leave now. We are

about to close.

5. We do not allow checks for payment.

You have to pay in cash.