Fundamentals in

FOOD SERVICE
OPERATIONS

Mr. Michael T. Enriquez Jr.

 PREPARE THE DINING
ROOM/RESTAURANT AREA FOR
SERVICE
This unit covers the knowledge and skills required
in the preparation of the Dining room /Restaurant
area before the start of the service operations.It
involves opening duties or the dining room mise-
en-place prior to service. This unit includes the
knowledge and skills in taking reservations,
preparing service stations, tablesetting, and setting
the ambience of the food service Facility
 A. TAKE TABLE RESERVATION
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:

1. Apply telephone etiquette when processing restaurant reservation.

2. Process completely the restaurant reservation procedures.
3. Demonstrate effective restaurant table reservation procedures.

A Table reservation is an arrangement made in advance to have a table

available at a restaurant.
Answering the Telephone:
Wish the caller as per the time of the day:
• Good ( morning / afternoon / evening )
Mock Restaurant Mike Speaking. How may I help you?

Acknowledging a reservation request

• Certainly Mr. Mike Enriquez, ( use name if whenever known )
• Yes of course sir or madam, ( use name if known )
Taking the Table reservation details:
Standard Questions
• May I have your name, please?
• When would you like to book your Table?
• A table for how many guests?
• Where would you like to sit?
• Do you prefer a smoking area? (only applicable if your
restaurant has separate smoking area / zone)
Details of the reservation may
Include:
• Date of reservation
• Time of Arrival
• Number of persons
• Name of person who will use the reservation
• Name of person making the reservation
• Contact details of the person checking in and of the person making
the reservation
• Special requirements
When you check the reservations book
• Please excuse me, (name), while I check your reservations.
• Please allow me to put your call on hold, while I check the availability.
• Just one moment, please,(name),while I see what we have available.
Returning to the Caller
• I’m sorry to keep you waiting, (name).
• Sorry to keep you on hold,(guest name)
• May I have your (mobile number),please?
Confirming the Details
• May I please repeat the table reservation details, a table for (2) (this
afternoon / on Sunday, 31 October at (6pm) in the name of (Mr. Mike
Enriquez).and your contact nos. is (1234xxxx) Is that details correct?
Saying Goodbye or Bidding Goodbye
• Thank you very much for calling, Mr. Mike Enriquez. We look forward
to seeing you then .Have a great day ahead
When a table is not available or where the guest wants one
• I’m afraid we don’t have a table at that time. Would (2:30) be
suitable?
• I’m afraid we don’t have a table available there at that time.but there
is a table available (say where) then. Would that be suitable?
Offering an alternative
• May I help you to reserve a table at another of our restaurants
instead?
• Perhaps you’d like to have (lunch) in the (le cafe rest.)where there will
be a buffet this afternoon.
Process for reconfirming a restaurant table reservation request:
Standard reconfirmation
• Good Morning, Ms.Eileen. This is Mike from Mock Restaurant speaking.
• I would like to reconfirm your reservation for a table for 2 this afternoon at
2:00 p.m.
• Thank you very much for making the reservation and we look forward to
being of service to you and your (guest name) this afternoon.
Reconfirmation of a table reservation with the special request
• Good afternoon, Ms. Eileen. This is Mike from Mock Restaurant speaking.
• I would like to reconfirm your reservation for a table for 2 this afternoon at
2:00 p.m.
• A birthday day cake with the wording “Happy Birthday Quintin”has been
arranged for tonight
• Should you have any other request, please let us know.
• Thank you very much for making the reservation and we look forward
to being of service to you and your (guest) this evening.

Activity 1 RESTAURANT RESERVATION

Steps/Procedure;
• Find a partner to act as your Guest.
• Answer the telephone and greet the Guest.
• Get the reservation details of the guest.
• Offer alternative when a table is not available or where the guest
wants one.
• Confirm the guest reservation.
• Record the details of the reservation.
RESTAURANT RESERVATION
 B. PREPARE SERVICE STATIONS AND
EQUIPMENTS
Learning Objectives:
1. Identify tools and equipments for Restaurant service.
2. Explain the use of different service wares.
3. Set – up a waiter’s station.

The main purpose of a waiter station is to provide the service staff with a
location on the floor from which they can work.

Items commonly found at a waiter’s station will reflect the service to be

provided and can be expected to include: Menus & wine list, All main types of
cutleries usually held in drawers, service plates,cups and saucers, Napkins
Service trays,
Salt and pepper
shakers,sugar
bowls, docket
books and pen or
electronic
equivalents
(micros),
toothpicks,
Condiments-
sauces, Tabasco,
mustard, extra
butter n jam and
Spare Glassware.
Prepare Cutlery - wide range can be used in a food and beverage
facility:
the following are commonly used items
A common procedure to polish cutlery is as follows
• Separate the cutlery into different types.
• Take a handful of cutlery, holding it by the handles, and dip the ends
into a bucket full of hot water and lemon.
• Using a clean lint free cloth, polish the service end of the cutlery.
• Continue this procedure until all cutlery is polished.
• Place the cutlery handles up, in the service position, either on a
table or at the waiter’s station. Polished cutlery should always be
placed on under-plate to be taken to the table for set up
• Do not touch the top of the item that goes into the customer’s
mouth.
*Certain cutlery items must be cleaned and polished acc. To
manufacturer’s instructions.
Prepare Crockery – the type of crockery used by an
establishment can vary depending on the menu items offered, the style of
service provided and the required image the property wishes to create.
PREPARE NAPKINS –
Linen napkins or paper
serviettes are commonly used in food outlets.
Remember that napkins cost money, so they should be
handled and treated with this in mind.

Learning Objectives:
1. Perform at least 30 napkins folds
2. Fold each napkin with a maximum time of 15b seconds per
fold.
3. Explain the role of table napkin in table setting.
 RULES OF NAPKIN FOLDING
The main function of the table napkin must never be overlooked.
Consequently some general rules of hygiene are essential before
embarking upon creating any type of napkin folding…
• Use a clean surface to prepare your design fold.
• Make sure your hands are perfectly clean, and keep the manipulation of
the napkin to the bare minimum.
• If you are at all concerned about a particular napkin fold on the ground
of hygiene try using gloves, Or, disregard that particular fold and choose
something less elaborate.
• Always use a fresh napkin for the table, Definitely not the one you have
practiced
The health and safety rules are equally important in any folding that is to be
used as part of a table setting or for any presentation area where food is to
be displayed.
• Never use an excessive amount of starch on napkins that are intended as
part of a table setting.
• Never use any hidden artificial means for holding together a napkin fold
that is intended as part of a table setting, A simple rule – If it does not
hold on the third attempt., then it is not just not meant to be.Simply
choose a different fold. The type of material you are using might have
something to do with it.
• Do not, under any circumstances, make use of metal objects such as pins,
staples, or paper clips on any napkin whether for table settings or for
display purposes. These have the most unfortunate habit of taking your
customers or guests to hospital and yourself to court, should any metal
particles accidentally enter the food chain.
NAPKIN FOLDS