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Senior High School

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Food and
Beverage Services
NCII
Quarter 1
Module 1: Prepare the Dining
Room/Restaurant Area for Service

Department of Education • Republic of the Philippines


Food and Beverage Services– Grade 11
Alternative Delivery Mode
Quarter 1-4 – Module 1-4
First Edition, 2019

Republic Act 8293, section 176 states that: No copyright shall subsist in any work of
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included in this book are owned by their respective copyright holders. Every effort has been
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owners. The publisher and authors do not represent nor claim ownership over them.

Published by the Department of Education


Secretary: LEONOR M. BRIONES
Undersecretary: DIOSDADO M. SAN ANTONIO
Assistant Secretary: ALMA RUBY C. TORIO

Development Team of the Module


Writer: Jay C. Mila
Content Editor: Cherry Q. Sadicon; Fe L. Dalugdug; Shiela T. Arellano; Jorge
Martin D. Laya, MBA – HM
Language Editor: Josephine Labares
Proofreader: Marshaliza L. Ragot
Illustrator: Joan A. Cumahig
Layout Artist: Norman D. Balino
Chairperson: Dr. Arturo B. Bayocot, CESO III
Regional Director
Co-Chairperson: Dr. Victor G. De Gracia Jr. CESO V
Asst. Regional Director
Jonathan S. De la Peňa, PhD, CESO V
Schools Division Superintendent
Rowena H. Para-on, PhD
Assistant Schools Division Superintenden
Mala Epra B. Magnaong
CES, CLMD
Members: Niel A. Improgo,PhD, EPS-LRMS; Dr. Bienvenido U.
Tagolimot, EPS-AMD; Erlinda G. Dael, PhD, CID Chief;
Norberto E. Rosales EPS, TLE-TVL; Cieleto B.
Magsayo,LRMDS Manager; Lucila L. Paclar, Libararian; II, Kim
Eic G. Lubguban, PDO II

Printed in the Philippines by ______________________________________


Department of Education – Bureau of Learning Resources (DepEd-BLR)
Office Address: Zone 1, Upper Balulang Cagayan de Oro City 9000
Telefax: (088) 880-7071, (088) 880-7072
E-mail Address: region10@deped.gov.ph

2
Food and Beverage
Services NCII

Quarter 1 - Module 1:
Prepare the Dining
Room/Restaurant Area for
Service
This instructional material was collaboratively developed and reviewed by
educators from public and private schools, colleges, and/or universities. We
encourage teachers and other education stakeholders to email their feedback,
comments, and recommendations to the Department of Education at
action@deped.gov.ph.
We value your feedback and recommendations.

Department of Education Republic of the Philippines

3
TABLE OF CONTENTS
Cover Page 1
Copyright Page 2
Introduction 6

Pre-Test 8
Definition of Terms 12
Lesson 1. Food and Beverage Operation
Lesson Information 1.1 13
Self-Check 1.1 True or False 18
Activity 1.1 Video Clip 18
Activity 1.1.2 Simple Recall 18

Lesson 2. Taking Reservation


Lesson Information 1.2 19
Self-Check 1.2 Enumeration 23
Activity 1.2 Performance Task 23

Lesson 3. Preparing Service Station and


Equipment/Utensils and Supplies
Lesson Information 1.3 24
Self-Check 1.3.1 Identification 30
Self-Check 1.3.2 Enumeration 30
Activity 1.3.1 Performance Task 31
Activity 1.3.2 Picture Hunting 32
Enrichment Activity 1.3.1 True or False 33

Lesson 4. Setting up Table Appointments in the Dining


Area
Definition of Technical Terms 34
Lesson Information 1.4 35
Self-Check 1.4.1 Enumeration 55
Self-Check 1.4.2 Labelling/Identification 55
Self-Check 1.4.3 Identification 56
Self-Check 1.4.4 True or False 56
Activity 1.4.1 Performance Task 57
Activity 1.4.2 Think and Draw 58
Activity 1.4.3 Performance Task 58
Activity 1.4.4 Performance Task 59

Lesson 5. Setting the Mood/Ambiance of the Dining


Area
Lesson Information 1.5 60
Self-Check 1.5.1 Enumeration 65
Activity 1.5.1 Performance Task 65
Activity 1.5.2 Performance Activity 66

Post-Test 67
Answer Key 71

4
References 76
Curriculum Vitae 78

5
Introduction

Welcome to the course of Food and Beverage Services!

This Module, which consists of five (5) Learning outcomes, food and beverage
operations, taking reservation, preparing service stations and equipment/utensils and
supplies, setting up table implements in the dining area, and setting the
mood/ambiance of the dining area, is designed to equip you, TVL Learners, with
essential Knowledge, Skills, and Attitude in Food and Beverage Services in
accordance with the industry standards which lead you to National Certificate Level
II.

The Module contains the following:


Pre-Test Determines your prior learning on unit of
competencies you are about to take.

Definition of Technical Helps you understand unfamiliar words used in


Terms this module.

Lesson Information Provides you important knowledge, principles,


and attitude that will help you perform expected
learning outcomes.

Self-Check Evaluates your overall understanding about this


module.

Activity Provides you the application of the knowledge


and principles you have gained from the lesson.
It further enhances your skills by performing
prescribed tasks.

Further, this is a self-paced and user-friendly Module for the achievement of the
prescribed learning competencies. It also prepares you to be at the forefront of the
fast-growing world of industry and in your quest for higher education, middle-skills
development, employment, and entrepreneurship.

We hope that this material will be of great help to you!

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Overview

This Module contains several lessons. To make the most out of this, you need
to do the following:

1. Take the Pre-Test, your score will determine your knowledge of the lessons. If
you get 100% of the items correctly, you may proceed to the next Module;
otherwise, go through the lessons and review those items which you missed.

2. Read and understand the Lesson Information in each Learning Outcome. The
Lesson Information contains important notes or basic information that you need
to know. This would tell you what you should know and do at the end of this
Module.

Use the References and Definition of Technical Terms as your guide. They can
be of great help during your learning journey.

3. After reading the Lesson Information, answer the Post-Test to find out how much
you have learned. If you do not get all the test items correctly, go back to the
Lesson Information. This will ensure your mastery of basic information.

4. Perform the required Learning Activities. They consist of one or more tasks for
you to accomplish. It is not only enough that you acquire content or information,
but you must also be able to apply what you have learned in real life situations
and evaluate your performance using the Scoring Rubrics.

What to Learn in This Module?

At the end of the of the lesson, you should be able to:

LO. 1 Discuss Food and Beverage Operations


LO. 2 Take Reservation
LO. 3 Prepare Service Station and Equipment/Utensils and Supplies
LO. 4 Set up Table Implements in the Dining Area
LO. 5 Set the Mood/Ambiance of the Dining Area

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Pre-test

Instructions
Read and analyze each statement carefully. Choose the letter that is best fitted in
each statement. Write your answer/s in your notebook.
1. What type of an advance arrangement is made to book a table in a certain
restaurant?
A. Table Setting C. Table Setup
B. Dining Reservation D. Fast Food

2. Which type of reservation system depends on the person designated,


usually a host or hostess, to answer the phone, record the details of the said
reservation and taking their credit card information as guarantee?
A. Online Reservation System C. Reservation System
B. Manual Reservation D. Web Reservation

3. Which one is NOT an acceptable restaurant telephone etiquette?


A. Always identify yourself at the beginning of all calls
B. Be sensitive to the tone of your voice
C. Allow interruptions to occur during conversation
D. Always speak into the telephone receiver with an even and low tone
of voice

4. Which choice best describes the given statement: “Making sure that the
caller is pleased with result and that everything you promised is delivered”?
A. Following up the call
B. Thanking the caller
C. Asking question about everything
D. Answering the call with greetings professionally

5. Which material should be utilized by a reservation officer to know the


products information offered when initiating the manual reservations?
A. Manual Charts C. Diary
B. Calendars D. Brochures

6. What type of food-service system is the most commonly used system in


different food establishments?
A. Conventional Food Service System
B. Centralized (Commissary) Food Service System
C. Ready – Prepared Food Service System
D. Assembly – Food Service System

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7. The food is produced onsite, it is usually chilled or frozen then reheated and
served to customers on site and readily available to the customers. It is
usually used by hospitals and prisons.
A. Ready- Prepared Food Service System
B. Conventional Food Service System
C. Assembly- Serve Food Service System
D. Centralized (Commissary) Food Service System

8. Which of the following sequence is correct for table skirting?


I. Decide on what design you are going to do that fits the occasion.
II. Fold the skirting cloth to the center to get the middle.
III. Measure equal distances for folds and pin down making sure that the
skirting is securely fastened on the tablecloth.
IV. Skirt the table using and combination of pleats.
V. Lay the top cloth and fastened with thumbtacks at the edge of the table.
VI. Pull the cloth adequately to straighten and smoothen the surface
tacking it firmly on the table.
VII. Get the center front of the table.
VIII. Start fastening the cloth push a pin down to secure it on the edge of
the table.
IX. Prepare the needed materials.
A. I – II – III – IV – V – VI – VII – VIII – IX
B. I – IX – VII – VI – V – II – VIII – III – IV
C. IX – I – V – VI – VII – II – VIII – III – IV
D. IX – I – VI – V – VII – VIII – II – IV – III

9. What is the purpose of checking the contrast as well as the color between
table appointment and centerpiece?
A. Achieves balance coordination between table appointments.
B. Harmonizes the table setting
C. Achieves proper distance between each table appointments
D. Signifies the mode and motif of the occasion

10. Which of the following is considered to be the primary importance of proper


table setting?
A. Affects the mood of the meal and the diner’s enjoyment which can
even affect their digestion
B. Saves space on the table and makes the serving more efficient
C. Serves as a guide for the server to identify the next course
D. Makes the guest feel extra special and promotes correct table
etiquette

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11. What table napkin fold can be created based from the given procedure
below?
I. Lay the napkin face-down in front of you.
II. Fold the napkin in half to from a triangle with the open ends point away
from you.
III. Fold the right-corner up so that the point rests directly on top of the
middle- corner. The edge of this new flap should lay on the center line
of the napkin.
IV. Repeat step four on the other side, bringing the left-most corner up to
meet the middle-corner, creating a diamond shape.
V. Flip the napkin over.
VI. Fold the bottom of the napkin up about 2/4's of the way and press this
fold down well.
VII. Curl the left and right sides of the napkin up so they meet in the middle
and tuck one into the other.
A. Banana C. Crown
B. Bird of Paradise D. Bishop Hat

12. What should be the first consideration in choosing the style of table skirting?
A. Where you intend to display it and how often you will be using the
table skirt
B. The color, theme or motif of the dining area
C. The occasion, time and resources
D. Number of guest/s and manpower available

13. Which factor significantly affects the immediate consciousness of guests


when entering the restaurant?
A. Ambiance C. Music
B. Views D. Decor

14. This refers to the design of the restaurant, including the placement of tables,
the kitchen, server stations, and restrooms.
A. Layout C. Overview
B. Design D. Floor Plan

15. Which among the choices can create a livelier, positive and fun atmosphere
for guest/s dining experience?
A. Music C. View
B. Atmosphere D. Décor

16. Where is the proper location/placement of the dinner knife in a cover?


A. Upper left side
B. On the top of the charger
C. Left side, nearest to the charger
D. Right side, nearest to the charger

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17. It is also known as Gueridon type of table service.
A. American Style C. French Style
B. English Style D. Russian Style

18. What type of glass is usually used for long drinks, fizzes, and fruit juices?
A. Collins Glass C. Champagne Flute
B. Brandy Snifter D. Old Fashioned Glass

19. What kind of dinnerware measures 12” in diameter, and used as under liner
for sit-down formal dinner?
A. Dinner Plate C. Luncheon Plate
B. Charger D. Platter

20. From the figures below, what is the best set-up for a conference type of
meeting?
A. C.

B. D.

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Definition of Technical Terms

Ambiance The mood of feeling in a place.

Cafeteria A restaurant serving mostly cooked or ready-to-eat food


arranged behind a food serving counter.

Cover A cover is the space required on a table for table appointment for
one person to partake of a meal.

Manual A manual booking system whereas a hostess usually answers the


reservation phone to record the details of a dining reservation/s which might
System include taking guest/s credit card information/s as a guarantee.

Mis-en-place A French term which mean “put into place” during the pre-service
preparations.

Online A type of reservation system that uses a specific paid booking


Reservation platform via an internet website, where all necessary information
System needed for reservation is keyed-in by the guest.

Pax The number of person/s booked for dining in the restaurant.

Reservation An advance arrangement to secure dining bookings in restaurant


or hotel.

Restaurant A food-service establishment that serves prepared food to guests.

Station Mis- The preparation of a waiter’s station in the food service.


en-place
Table An advance booking arrangement made in specific restaurant
Reservation which might include but not limited to table preferences, food
orders and other important details.

Table The process of making a table more attractive, usually done in


Skirting buffet type of table service. Twenty (20) meters of cloth is
commonly recommended to ensure that all sides of the table are
completely covered.

Walk-in A guest who visits a food service establishment (e.g. Restaurant),


Guests without any prior seat reservations.

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Lesson Information 1.1

Food and Beverage Operations

The Restaurant

A restaurant is a food-service establishment that serves prepared food to


customers. Service is generally for eating on premises, though the term has been
used to include take-out establishments and food delivery services. The term covers
many types of venues, diversity of styles of cuisine and service.

Restaurants are sometimes a feature of a larger complex, typically a hotel,


where the dining amenities are provided for the convenience of the residents and
for the hotel with a singular objective to maximize their potential revenue. Such
restaurants are often also open to non-residents. It ranges from modest lunch or
dining places catering to people working nearby, with simple food and fixed menu
served in simple settings at low prices, or expensive establishments serving
expensive specialty food and wines in a formal setting

The Function of a Restaurant

The function of any restaurant and bar may be summarized as follows:


1. To provide food and beverage, served attractively fulfilling customer
expectation.
2. To provide a nice environment where guests can enjoy the food and drinks.
3. To make a profit.

Types of Restaurants

Cafeterias
Cafeterias are restaurant serving mostly cooked or ready to eat food arranged
behind a food-serving counter. A patron takes a tray and pushes it along a track in
front of the counter. Depending on the establishment, servings may be ordered from
attendants, selected as ready-made portions already on plates, or self-serve of food
of their own choice.

Fast-Food Restaurants
Fast-food restaurants emphasize speed of service and low cost over all other
considerations.

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Casual Dining Restaurants
A casual dining restaurant is a restaurant that serves moderately priced food
in a casual atmosphere. Except for buffet- style restaurants, casual dining
restaurants typically provide table service. Casual dining comprises of a market
segment between fast food establishments and fine dining restaurants.

Family Style Restaurants


Family style restaurant are restaurants with a fixed menu and fixed price,
usually with diners seated at a communal table such as on bench seats. Often these
restaurants provide children play area.

Specialty Restaurants
They range from quick service to upscale. Menus usually include ethnic dishes
and/or authentic ethnic foods. They specialize in a multicultural cuisine not
specifically accommodated by any other listed categories. Example: Asian Cuisine,
Chinese Cuisine, Indian Cuisine, American Cuisine etc.

Staffing and Management

The focus of recruiting service personnel and management staff should be


effective delivery of services and proper management on daily basis, plus long-term
goals of the restaurant. Restaurant staffing depends on size, covers, style, and type
of the food and extent of the operation. But remember, the key for effective
management and service delivery is teamwork. The following personnel shows a
structure of medium size casual dining restaurant.

Restaurant Manager
This person has overall responsibility for the restaurant and other food and
beverage service areas. The restaurant manager sets the standards for service and
is responsible for any staff training that may have to be carried out, on or off the job.
He or she may make out duty rosters, holiday schedules, and hours on and off duty,
so that all the service areas and outlets run efficiently and smoothly.

Captain
This person has overall charge of the service staff/ team. He is responsible for
ensuring that all the duties necessary for the pre-preparation for service are
efficiently carried out and that nothing is forgotten. The captain helps with the
compilation of duty rosters and holiday schedules, and may relieve the restaurant
manager, on their days-off.

Waiter
The waiter must be able to carry out the same work as the station headwaiter
and relieve him on days-off. The waiter will normally have less experience than the
station headwaiter. Both the waiter and the station headwaiter must work together as a
team, to provide efficient and speedy service.

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Trainee/Apprentice
The trainee is the 'learner', having just joined the food service staff, and
possibly wishing to take up food service as a career. During service, this person will
keep the sideboard well filled with equipment, and may help to fetch and carry items,
as required. The trainee carries out certain cleaning tasks during the pre-preparation
period. He may be given the responsibility of looking after and serving some
appetizers or smaller courses, from the appropriate trolleys.

Wine Waiter/Sommelier
The sommelier is responsible for the service of all alcoholic drinks, during the
service of meals. He must also be a salesperson. This employee must have a good
knowledge of all beverages available, the best wines to accompany certain foods
and the liquor licensing laws applicable to the establishment and area.

Host/Hostess
The role of a restaurant host/ess is to attend to guests needs, particularly, on
arrival at the restaurant. The host should "Meet, Greet and Seat" the guest. The
host/ess should make sure that; guests leaving the restaurant have enjoyed their
meal. The host/ess is usually the final contact point for the guest and this is a "sales"
opportunity.

Barman
This person must have a good knowledge about the ingredients and methods
needed to make alcoholic and non-alcoholic drinks.

Food Service System

1. Conventional Food Service System


This service system is the most common of all the systems in the food service.
In this kind of system, ingredients are assembled, and food/dish are produced
onsite. This system is usually used in cafeterias, restaurants, small hotels and
school canteens.

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2. Centralized (Commissary) Food Service System
Centralized Foodservice is also known as central kitchen or food factory. In
this kind of system, food is prepared in one place then transported to satellite
kitchens. This system is most effective when mass production is required, airline
industry is an example of establishment that uses centralized foodservice system.

3. Ready –Prepared Food Service System


In ready prepared foodservice system, the food is produced onsite, it is usually
chilled or frozen then reheated and served to customers on site and readily available
to the customers. Ready prepared foodservice system is usually used by hospitals
and prisons.

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4. Assembly- Serve Food Service System
In this system, food is purchased then stored either chilled or frozen for later
use. Then it will be portioned and reheated and served to customers. It is usually
used by in-flight caterers.

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Self-Check 1.1 True or False

Directions:
Write TRUE if the statement is correct, and FALSE if it is incorrect. Write your
answers in your notebook.
___________ 1. Conventional food service system is the most common of all
systems in foodservice operation.
___________ 2. The food is produced on-site, it is usually chilled or frozen then
reheated and served to customers on-site and readily available
to the customers.
___________ 3. Food is purchased then stored either chilled or frozen for later
use.
___________ 4. A Family style restaurant serves moderately priced food in a
casual atmosphere.
___________ 5. Hotels often specialize in certain types of food or present a
certain unifying, and often entertaining theme.

Activity 1.1.1 Video Clip

Directions:
Using the internet, research a video clip that shows the “Highlights of the Duties and
Responsibilities of Service Personnel in the Restaurant”. Present your researched
output to the trainer/teacher for evaluation.

RUBRIC FOR VIDEO CLIP EVALUATION


The student was able to submit an output that: Score
• presents 100% of the given task’s presentation 5
• presents 75% of the given task’s presentation 4
• presents 50% of the given task’s presentation 3
• presents 25% of the given task’s presentation 2
• do not present the given tasks presentation 1

Activity 1.1.2 Simple Recall

Directions:
Provide what is being asked. Write your answers in your activity notebook.
1. List down the five different types of restaurant.
2. Enumerate the six different service personnel of a restaurant.
3. Write down the four types food service systems.

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Lesson Information 1.2

Taking Reservation

Types of Restaurant Reservations


These are two types of restaurant reservations, the manual reservation and
online reservation. The Manual Reservation System depend on the person
designated, usually a host or hostess, to answer the phone, record the details of the
said reservation and taking their credit card information as guarantee.

They may also answer guest questions, give accurate directions to the
restaurant, and provide clear information about parking. Forms will be used for
reservation customer details. Systems and processes have to work so the
information collected can be stored and made available on the dates it is required.

Product information such as room types, menu items, rate sheet prices, car
types, live entertainment, bus destinations, will all be in the form of brochures,
charts, and hand-outs for the staff. Accounting processes to collect the method of
payment would be a cash register, petty cash box, manual credit card machine or
cashier to process the money.

On the other hand, the Online Reservation System makes use of the internet
through a website, where all the necessary information needed for reservation is
keyed-in by the guest. Other information about the restaurant, such as directions to
the place, parking, active promotions and discounts are also available online, instead
of depending on the host or hostess for details.

It also provides up to date "real time" information on availability at the push of


a button. When a reservation is recorded the availability is automatically altered.
Displays a suitable screen to input customer information and requests.

A computer system may have a "history" of any guest who has used the
establishment previously. It can store information such as preferred room type,
record of request, date of last stay, even the amount spent previously

The Elements of Reservation


People make reservations for convenience and security. Many people like to
plan out their holiday or business trip to feel secure in the knowledge that they have
a room waiting for them, they have a prepared table for comfortable dining, they
have a flight booked to take them back to their home or next destination, and know
they have seen all the attractions of the city during their stay. The role of reservations
staff is to ensure that they process all reservations in an efficient and professional
manner.

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Types of Bookings
• Accommodation suppliers – guests will need to have room bookings processed
in order to stay at establishments that provide accommodation such as hotels,
apartments, resorts, guest houses, caravan parks.
• Aircraft – passengers need to have "Seats" booked for all types of air travel they
undertake. These bookings will vary according to the airline chosen, class of
travel such as first class or economy, date of flying (e.g. high season or low
season or facilities that are included such as food or movies).
• Cruise ships – passengers on cruise ships need to make bookings for the dates
of their cruise. This sort of reservation may include meals while on board.
• Coaches or buses – to travel from one place to another or to visit a tourist
destination.
• Limousines (rental cars/vans) – customers can book transport to either drive
themselves around or have a chauffeur included with the vehicle.
• Day/extended tours – includes meals and maybe accommodation and entrance
fees to tourist parks.
• Dining and meal reservations – table bookings for restaurants and/or eating
houses.
• Entertainment – a ticket booking such as theatre or music concerts.
• Tourist attractions – events such as the different ethnic festivals of the
Philippines.
• Other venues – some Airlines will book accommodation for guests. If one hotel
is fully booked, they might make a reservation at another hotel. Travel agent’s
book theatre or concert tickets.

Some Ways to Check Availability


1. Ability to offer alternatives when the requested booking is not available.
2. Provide information on the costs and product features.
3. Record the details and requirements of the person making the
reservation; a way of recording the acceptable method of payment and provide
confirmation details.

Ways Reservations May Be Received


Reservations can be received by an establishment in many ways depending
on where they are, what they are offering and what technologies they have
available.

1. Over the telephone – customers dial the establishment directly.


2. In person – the customer comes into the establishment and communicates
directly with the staff.
3. Mail – in some countries today, this is almost an extinct form for making a
reservation.
4. Email – a booking done through an e-mail address.
5. Facsimile (fax) – this is another form of communication that is being replaced
by technology.
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6. Internet – an on-line booking via a website.
7. Third party reservations – a booking that uses a reservation company to
make a booking for you e.g. Wotif, Asia Rooms, Statravel, Showbizasia.
8. Central reservation service – a central reservation service that controls
reservations for several venues.
9. Same chain referral – a reservation that has been referred from another
establishment belonging to the same group, for example: Asian Car Rental,
Hyatt Hotels, and Hilton Spas.

How to Take Table Reservations


Before taking a reservation, make sure you know the answers to the questions
which are likely to be asked. Following are tips and some possible questions in
taking reservations:

Tips in Taking Table Reservations


1. Answer inquiries promptly, clearly and as accurately as possible.
2. Ask pertinent questions to complete the details of the reservation. Take note
of specials, and changes in the menu and make sure to inform guest about it.
3. Gather all pertinent information on the reservation from the guest politely and
efficiently.
4. Accurately record reservation data on forms and based on establishment
standards.
5. Confirm customer reservations prior to their arrival.
6. Impart additional information to the guest such as food establishment, parking
conditions and directions to the establishment.
7. Always be calm and polite when speaking to the guests.
8. Avoid double booking.

Possible Questions of Customers When Taking Table Reservations


1. What kind of cuisine do you offer? (E.g. French, Italian, Cantonese, and
Modern Australian).
2. What style of menu do you offer? (Á la carte or Table d ‘hote)
3. Do you accept credit cards? If yes, which credit card do you take?
4. Can we bring in other food and drinks bought from outside?
5. Is there a corkage for food and drinks bought from outside? If yes, please
how much?
6. What time do you start serving? For lunch? For dinner?
7. Do you accommodate children?
8. Do you cater persons with disability?
9. Are all rooms air conditioned?
10. Do you have parking facilities?
11. Do you cater specific functions?
12. Do you have smoking area?
13. How do we get there? What is the nearest landmark?

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Telephone Ethics
Telephone plays an important role in times of reservation on phone. Perfect
telephone handling ensures efficiency of the reservation agent which at the same
time upholds standard. Telephone ethics are set of moral principles used when
handling telephone.

Let us look at the tips that will help you communicate better over the phone:
1. Greeting – telephone conversation expects you to open the conversation with
a nice greeting.
2. Take permission and be polite – a polite word or two always helps in bringing
warmth into the conversation.
3. Identify self and the organization – always introduce yourself before getting
into any conversation.
4. Clarity – do not use broken phrases. Always use a clear, &simple language.
5. Purpose of the call – think through exactly what you plan to say and practice
before you place the call. Jotting down the items you want to discuss.
6. Know your timeline and keep it short.
7. Avoid fillers and keep it interesting – filler words like “um and uh” must be
avoided during telephone conversations.
8. Smile through the phone – keep a “smile in your voice”.
9. Find some quiet place – clearly without background noise.
10. Summarize, paraphrase and close – always end the call with a pleasantly.

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Self-Check 1.2 Enumeration

Directions:
Provide what is asked by the given statement and/or questions. Write your answers
in your activity notebook.

1. What are the two (2) types of restaurant reservations?


2. What is an online reservation?
3. Enumerate all the types of bookings.
4. In what ways you will receive the reservations?
5. What are the possible questions when taking reservations?

Activity 1.2 Performance Task

Directions:
Find a pair and execute taking a table reservation/s over the phone. Using the given
form below, supply what is asked on the first column while processing reservations.

Time and Date of


Reservation
Event or Function
Date and Time to use the
Reservation
Name/Phone # of the
Person Making the
Reservation
Name/Phone of who will
use the Reservation
Number of Person
Special Request

23