COMPETENCY-BASED LEARNING MATERIALS

QUARTER 1- MODULE 1
SECTOR:TOURISM

QUALIFICATION:FOOD AND BEVERAGE SERVICESNC II

UNIT OF COMEPETENCY:PREPARE DINING ROOM/RESTAURANT AREA

FOR SERVICE
MODULE TITLE:PREPARING DINING ROOM/RESTAURANT AREA FOR
SERVICE

PREPARED BY: JELLANE S. SELETARIA

INFOTECH DEVELOPMENT SYSTEMS COLLEGES

Dunao, Ligao City

1
 (Food and Beverage Services NC II)
COMPETENCY-BASED LEARNING MATERIALS

List of Competencies

No. Unit of Competency Module Title Code

Prepare dining Preparing diningTRS512387

1. room/restaurant area room/restaurant area for
for service service

Welcome guests and Welcoming guests and

2. take food and taking food and TRS512388
beverage orders beverage orders
Promote food and Promoting food and
TRS512389
3. beverage products beverage products
Provide food and Providing food and
beverage services to beverage TRS512390
services to
4.
guests guests

Provide room service Providing room service

5. TRS512391
Receive and handle Receiving and TRS512392
handling
6. guest concerns guest concerns

2
 MODULE CONTENT

UNIT OF COMPETENCY: PREPARE THE DINING ROOM/RESTAURANT

AREA FOR SERVICE
MODULE TITLE: PREPARING THE DINING
ROOM/RESTAURANT AREA FOR SERVICE

MODULE DESCRIPTOR: This module deals with the knowledge & 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.
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
 Take table reservations

ASSESSMENT CRITERIA:

1. Inquiries are answered promptly, clearly and accurately.

2. Pertinent questions are asked to complete the details of the
reservations.
3. Reservations data are recorded on forms accurately based on
establishment’s standards.
4. Details of the reservations are repeated back and confirmed with the
party making the reservation.
5. Additional information about the foodservice establishment is provided
when necessary

3
 LEARNING OUTCOME NO. 1
Take table reservations

Contents:

1. Reservations process
2. Telephone ethics
3. Reservation records or forms
4. Communication and interpersonal skills

Assessment Criteria:

1. Inquiries are answered promptly, clearly and accurately.

2. Pertinent questions are asked to complete the details of the
reservations.
3. Reservations data are recorded on forms accurately based on
establishment’s standards.
4. Details of the reservations are repeated back and confirmed with
the party making the reservation.

4
 Information Sheet 1.1-1
Reservation process

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Demonstrate the reservation process
2. Explain the reservation process
This information sheet will cover the reservation process. You will also
learn to demonstrate and explain the reservation process.
In this lesson you will demonstrate and explain the reservation process.
Introduction
Reservation process
Restaurant reservations help the restaurant to anticipate business in a
given shift and therefore, prepare for it. It also helps to distribute in the various
stations so as to ensure equitable workload on the different station teams. The
responsibility of table reservations is that of a restaurant hostess. In the
absence of a hostess, the task falls on the Restaurant Supervisor.
Reservations are done in a reservation register specifically for the purpose.
Advanced restaurants may have the restaurant and table layout maps in the
register for each day and shift of service. The hostess would be able to book
tables on the map making it easy to see the workload and to incorporate
request.
Guests make table reservations, especially during perceived peak times
to avoid a disappointment of being refused a table or having to wait. It is
important for the guest to come on time and he/she must be warned of this in
a busy operation. It must be understood that when the restaurant is not in
operation is when the reservations are made in other words well before
restaurant opening timing.
Traditionally, restaurants have managed their reservation systems with a
reservation book, which means that they received the reservations through
telephone calls and wrote them down in a book. Nowadays, as a consequence
of the massive use of Internet and its benefits, experts have seen the
opportunity and great added value of creating online reservation systems, and
already many restaurants have replaced the traditional format with these new
systems.
An important advantage of online reservation systems is the flexibility
they offer when making a reservation. When reservations are managed in the
traditional way, patrons will only be able to call a restaurant to make a
reservation during operational hours. On the contrary, when reservations are
managed through an online reservation system, customers will be able to make

5
their reservation at any time and from any place they choose. In general,
patrons will have a better experience when making an online reservation,
because it will be a quick process, the service will be available 24/7, and the
system will provide all the necessary information in order to make the desired
reservation with tranquility. 
Restaurants will experience a great number of benefits when using an
online reservation system. Some of these benefits translate into a decline in
incoming phone calls, a better control of the capacity of the restaurant and the
number of reservations one will be able to accept, and a number of handy
statistics and reports that will help to analyze the business in interesting
ways. 
Online reservations systems will benefit restaurants with a wide range of
management tools, like operational reports, floor management software,
customer reservation histories, customer data and preferences and customer
data bases. Restaurants will also be able to track cancellations and manage
walk-in and waitlists in a better way, eliminate over bookings and create target
mailings with the information from the customer database. 
Restaurant reservation systems store the customer database that grows
with every new diner booking a table. This presents marketing opportunities for
restaurant operators by means of email or postal mail. Some providers also
offer email marketing tools integrated.

An advance reservation request can be made by choosing any of the

following modes, which are in fact different modes of communication.
 Telephone
 In person
 Letters
 Fax
 Internet

6
 Modes of Receiving
Reservation Request

verbal written

in person telephone fax letter internet

Reservation Activities
Input Activities
Mail Sorting
Distribution
Opening
Reading
Taking action(reply)
Telephone Answer
Give information
Accept/regret reservation request
Fax Process
Plan reply
Send reply
In person(verbal) Receive guest
Ascertain requirements
Give information
Accept/regret reservation
Take advance(if necessary)

Typical table reservations conversations

Hostess: “Good morning, Chateau de IDSC Restaurant, how may I help you?”
Guest: “I would like to make a table reservation please.”
H: “Certainly Sir, whom am I speaking to?”

7
G: “Mr. Smith.”
H: “Mr. Smith should I make this table reservation in your name?”
G: “Yes.”
H: “When do you want the reservation, Sir?”
G: “For tonight.”
H: “For how many people, Mr. Smith?”
G: “Four.”
H: “What time Mr. Smith?”
G: “Eight p.m.!”
H: “Would you like a smoking or non smoking area?”
G: “Non-smoking, of course!”
H: “May I repeat your table booking?”
G: “Okay!”
H: “Sir you want a table reservation at eight p.m. for four in the non-smoking
area under your name Mr. Smith.”
G: “Yes!”
H: “Mr. Smith, thank you for patronizing Chateau de IDSC Restaurant. We
look forward to welcoming you.”
G: “Thanks!”

Information Sheet 1.1-2

Telephone Ethics

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:

8
 1. Discuss the telephone ethics.
2. Recognize the telephone ethics.
3. Relate to telephone ethics.

This information sheet will coverthe telephone ethics. You will also learn
to discuss, perform and relate to telephone ethics.
The previous information sheets discussed onreservation process, in this
lesson you will discuss, recognize and relate to telephone ethics.
Introduction
Telephone Ethics

In the service industry, we are continuously putting efforts to win the

hearts of the guests. When we interact with our guests personally we use our
smile, eyes, gestures, postures, etc. to impress them. But when we talk to the
guests over the telephone, we only have our voice to impress the guests.
Therefore, we need to take extra care to use our voice professionally.
Telephone Ethics (Handling Telephone Calls)
1. Pick up the telephone before the third bell rings.
2. Wish the guests by name whenever possible (Good morning/Good
afternoon/Good evening, Mr./Ms.
3. Disclose your identity ex. Chateau de Renet Restaurant.
4. Offer help.
So, the first sentence will be:”Good morning Mr. Smith, I am John from
the front office. May I help you?
5. Keep the telephone accessories (note pad and pen) handy.
6. Do not speak too fast or too slow.
7. Listen carefully and do not interrupt your guest.
8. Write down the information clearly and legibly.
9. Do not use mechanical voice.
10. Make your voice interesting by speaking from the heart.
11. Use magic words, whenever applicable, such as “may I,”please,” thank
you, and “sorry.
12. Use your natural voice and do not imitate others.
13. Never chew betel nut/gum, etc. while speaking.
14. Never use the word, hello, ok, yap, cool, etc. as they are informal.
15. Keep the mouthpiece two inches away from your mouth- it is hygienic.
16. Speak into and not over the mouthpiece.
17. Do not let it sag below your chin.
18. Speak clearly- cheerful and unhurried.
19. Never be loud or whisper.
20. Clarify if you are in doubt- it is wise than taking the wrong information.
21. Remember key information at the end.

9
 22. Always thank your guest before closing the conservation.
23. Allow your guests to keep down the phone first.

Information Sheet 1.1-3

Reservations Records or Forms

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:

10
 1. Recognize different reservations records or forms.
2. Translate reservations records or forms.
3. Use reservation records or forms.
This information sheet willcover thereservations records or forms.You
will also learn torecognize, translate and use to bar operations.
The previous information sheets discussed on telephone ethics, in this
lesson you will recognize, translate and use the different reservations records
or forms.
Introduction

Reservation records or forms are an important piece of documents which

are used when a person wants to reserve his place or positions at a place or an
event. By using this form, you will be able to know the information about the
guests who have reserved the tables in your restaurant. There are so many
things you have to list in the restaurant table reservation form in order to make
you will not find any trouble in the end. The first thing that should be provided
in the checklist is table number. This table number is very important to make
the guest know what number they can use when they visit the restaurant later
on. The number can be 1 until 20 or more depend on how many tables you
provide to the guests in the restaurant.

11
12
 Information Sheet 1.1-4
Communication and Interpersonal Skills

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Define communication and interpersonal skills.
2. Apply communication and interpersonal skills.
This information sheet will cover the communication and interpersonal
skills. You will also learn todefine and apply communication and interpersonal
skills in taking reservation.
The previous information sheets discussed on the reservation record or
forms, in this lesson you will define and apply communication and
interpersonal skills in taking reservation.
Introduction
Service personnel reflect the image of the company. They must therefore
carry themselves in a professional manner to make a good impression.
Verbal Projection
1. Speak with clarity. Check if you are understood whenever 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.
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, I’m sorry, etc.
“May I know your name, sir” instead of what’s your name?
“What can I do for you ma’am/sir?” Rather than ask “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 ….Ihopes you understand.”
8. Be sensitive to the feelings and self esteem of others. Avoid words or
an expression that hurt feelings and shatters others self esteem.
9. Listen with interest and undivided attention. Nod if you agree, ask
questions. Paraphrase statements to confirm.

13
10. Be honest and accurate in giving information, do not bluff. Admit 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 now
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:

“Ma’am/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?

14