QUARTER 2: MODULE 5

Module Title: Welcoming guests and take food & beverage orders
TO LEARNERS: Congratulations. We have done with the LO 1 and LO 2 and you’ve already
performed it with the members of your family. Now, your going to learn about on How to Take
Food and Beverage orders. Quality of Service is one of the reasons customers choose to
dine at one restaurant over another. The goal of restaurant employees is to enhance the
dining experience for customers. Therefore, when a waiter welcomes customers to an
upscale restaurant, he has an opportunity to make the restaurant’s first impression. The way
a waiter greets the restaurant’s customer can result in gaining more patrons. Receptionists or
Food and Beverage Service Attendants or Waiters who are responsible for greeting
customers must have excellent communication skills in addition to the capability of discerning
the customer’s needs without being overbearing or intrusive. The waiter must provide
excellent customer service from the first moment of contact whether it’s on the telephone, at
the hostess’ desk or after the customer has been seated.
NOTE: Check the box if you are done with the LO.
LO1 Welcome and greet guests
LO2 Seat the Guests
LO3 Take food and Beverage orders
LO4 Liaise between kitchen and service areas
Definition of Terms

Term Explanation

Account A folio or file in which transactions can be recorded

‘Accoutrements’ Items used to fit out the tables. Also referred to as centre pieces
It is the term used for a menu that has individually priced dishes.
A la carte
A la carte means ‘from the card/menu’
A la carte setting Basic table setting for an individual cover
Anticipate To realize beforehand; foretaste or foresee
The process undertaken at the end of a shift to determine if actual
Balancing
takings balance or match recorded takings
Bain Marie A large pan that is filled with hot water and has a heat source:
smaller pans can be set in the larger pan to keep food warm or
cook food slowly
Briefing A meeting to discuss an upcoming shift
A specific amount of money, made up of various amounts, used
Cash Float
for cashiers to give change
1.Take and record orders accurately and legibly
Introduction
Customer orders need to be taken accurately.
Various formats exist for the taking and recording of orders and these must be adhered to in
accordance with establishment or department requirements and forwarded quickly to the kitchen or
bar so that the order can be processed.

Taking orders:
The method of taking orders may vary from establishment to establishment, and can vary within the
one business.
Staff may be required to:
Remember orders relying solely on their memory, as is the case at most bars and in some restaurants

Guidelines for taking the order

1. Presenting yourself. “ Good Morning ma,am / sir welcome to Pepita’s restaurant, I’m
________________ your waiter for today.
2. Lay the Napkin..Don’t just lay the napkin after seating the guest there are some conservative
customers and has a different tradition or beliefs, so Ask permission first.
“: Excuse ma’am / sir can I lay your napkin? “ wait for their reply and At the right side of the
guest pick the napkin of your right hand and fold the napkin into a triangle and lay it to the
guest lap. LADIES FIRST
3. Water Serving. Ice or ¾ glass of water will be served to the guest after greeting and seating. “
Excuse ma’am / sir would you like to have ice water or warm water?”
4. Presenting the Menu- Carry the menu of the flat and left arm, open the menu from the top of
the right arm, present the menu at the right side of the guest. MOVE ANTI CLOCKWISE
LADIES FIRST. “ MAY I TAKE YOUR ORDER NOW”
5. Take note all the orders of the guest
6. Apologize to the guest when the menu is not available
7. Repeat the order to the guest to ensure you have got it right. Always ask for clarification if
unsure of a particular order. “ Ma,am/ Sir your orders are _______________
8. Suggest any other menu or Make recommendations and optimize sales “ Do you want some
additional salad or would you want to try our new menu which is _______”
For educational purposes, the following explains how to write a manual food order. Check what
applies where you work and stick to establishment procedures where they differ from what is
presented.
 Below is an example of an easy to read food docket: note how each person has been
numbered to identify their meal selections.

Date Time Table Number Server

7/5 7:30 6 6 Mary

Qty Item Cover No.

Points to
2x Rice note
about this
2x Pakbet 1, 3 order

1X Adobo 2

2X JUICE 4, 5
The writing is clear and legible to avoid any costly mistakes
The time allows for monitoring of service
The inclusion of the server’s name allows the chef to know who placed the order if issues arise and
questions need to be asked
The number at the table allows cross-referencing with the number of items ordered
As a food and beverage attendant it is your role to make the eating experience as enjoyable as
possible. Quite often customers experience indecision and any helpful suggestions or
recommendations from you could be beneficial.
Customers do not have the same in depth menu knowledge as you do so try to put yourself in the
customer’s shoes and make recommendations based on what you think they would like.
Don’t be shy about asking probing questions to help with your recommendation.
9. If the their order is not yet available don’t forget to inform them and ask if they are willing to wait if
not… suggest another menu .” ma,am/ sir is it okay for you to wait for 10 mins for your ____________
menu? Or please try our ___________.”
10,. Before leaving…” thank you ma’am / sir I’ll be right back to serve yor food please wait for 10
mins.”

ASSESSMENT CRITERIA:
PERFORMANCE TASK : Request any member of your family to perform LO 3 { TAKE ORDERS }
DON’T FORGET TO FOLLOW THE PROPER PROCEDURE OF WELCMING AND SEATING
GUEST.
RUBRICS :
Welcome and seat Guest- 5 pts.
Orders are taken completely in accordance with the establishment’s standard procedures.- 5pts.
Special requests and requirements are noted accurately.- 5pts.
Orders are repeated back to the guests to confirm items is used- 5pts.
WRITTEN: Scenario: You are assigned as a waiter at Pepita’s restaurant how would you assist the
guest and take orders?
Write a dialogue of taking food orders following the procedures from LO1 welcoming guest and Lo2
Seating Guest