INTRODUCTION TO

WAITERING

WHAT IS FOOD AND BEVERAGE

SERVICE?

 Food
is

and Beverage Service

the service of food made in the kitchen and

drinks prepared in the bar to the customers at

the food and beverage premises, which can be a
restaurant, bars, hotels, airlines, cruise ships,
trains, companies, schools, colleges, hospitals,
prisons etc.

Food is essential for survival, health, and wellbeing.

Beverage all alcoholic and non- alcoholic

drinks.

Food and Beverage is divided in

to the following categories:

BAR
FOOD
ROOM

OUTLET
SERVICE

BANQUET

WHAT IS A RESTAURANT?

 Restaurant
is

an establishment which prepares and

serves food and drinks to customers in

return for money.

TYPES OF RESTAURANT
1. Cafeteria/Canteen is a type of restaurant in
which there is little or nowaiting staff table
service,

whether

arestaurantor

within

an

institution such as a large office building orschool.

2. Fast Food Restaurant emphasize speed of

service. Also known as Quick Service Restaurant
(QSR).

3. Coffee Shop are casual restaurant without

table service that emphasize coffee and other
beverage; typically a limited selection of cold
foods such as pastries and perhaps sandwiches
are offered as well. Their distinguishing feature
is that they allow patrons to relax and socialize
on their premises for long period of time without
pressure to leave promptly after eating, and are
thus frequently chosen as sites for meeting.

4. Fine Dining Restaurant generally have the

following services and requirements:

Dress code: fine dining restaurant will not permit

jeans, t-shirts, hats and may even require suit jacket
and tie.
Service: the service at fine dining will generally be
top notch. Expect each table to have no less than two
directly responsible for it.
Menu: the menu at fine dining restaurants tends to
be extremely classy with high quality ingredients and
prepared by a well-known and talented chef with
years of industry experience.
Food: top quality produce treated delicately with
respect. Small portions paid with extreme details.
Combining food taste good and look good.
Price: expect to pay a little more for the extra
attention to details.
Reservation: you will likely need to book ahead of
your dining experience to ensure you will have a table
upon your arrival.

5. Specialty Restaurant these are restaurants

which usually have a type of National or Regional
Character or Cuisine attached to them, for
example: Italian Specialty Restaurant, Chinese
Specialty Restaurant.

6. Themed Restaurant often international in

orientation. Themes such as jungle, rainforest or
music/opera, where waiting staff perform as well
as serve.

WHAT IS WAITERING?

Waitering
attending

to all guests needs inside the restaurant to

satisfy them. Perform by a wait staff or food server.

 Service

it is the act or means of serving;

provides goods and service for.

Customer

anyone receive the benefits from

the output of someones work. Life and blood of

the Food and beverage business. To ensure
continuous patronage, their satisfaction must
be sustained.

Word

of Mouth the best advertisement.

The Moment of Truth

This moment gives the customer the opportunity

to form an impression, good or bad of the
company.

12 Moments of Truth

1. Initial contact
2. At the door
3. During greeting and seating
4. During order taking
5. Delivering and serving the food
6. Dining: The Food
7. Dining: The Manager
8. Dining: The Restroom
9. During check back/ table visit
10.During pre-bussing
11.During billing out
12.During closing greetings

7 Capital Sins of Service

Apathy leave someone expecting a reply; lack of interest or

concern in job

Brush-off present a dirty/ unprofessional look

Coldness- being unfriendly, not smiling

Condescension the attitude or behavior of people who

believe they are more intelligent or better than other people
Robotics a person who acts and responds in a mechanical,
routine manner, usually subject to another's will;
automaton.
Rulebook Not using common sense, just following the
rules.
Run-around Not trying to get an answer. Putting them
off, passing the buck