SENIOR

HIGH
SCHOOL

TECHNICAL VOCATIONAL
AND LIVELIHOOD

FOOD AND BEVERAGE

SERVICES NC II
Quarter 1 – MODULE 1:
TAKE TABLE RESERVATIONS
TLE/TVL – Food and Beverage Services Grade 11
Alternative Delivery Mode
Quarter 1 – Module 1: TAKE TABLE RESERVATIONS
First Edition, 2020

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represent nor claim ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writers: Meiloza Castrence – De Leon, M.M.
Editors:
Reviewers: Name
Illustrator: Name
Layout Artist: Name
Management Team: Name Name
Name Name
Name Name
Name Name
Name Name

Printed in the Philippines by ________________________

Department of Education – Region XI

Office Address: ____________________________________________

____________________________________________
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iii
 SHS

FOOD AND
BEVERAGE
SERVICES NC II
Quarter 1 – MODULE 1:
TAKE TABLE RESERVATIONS

iv
Introductory Message
For the facilitator:
Welcome to the Food and Beverage Services (FBS) Alternative
Delivery Mode (ADM) Module on (Take Table Reservations)!
This module was collaboratively designed, developed and
reviewed by educators both from public and private institutions to
assist you, the teacher or facilitator in helping the learners meet the
standards set by the K to 12 Curriculum while overcoming their
personal, social, and economic constraints in schooling.
This learning resource hopes to engage the learners into
guided and independent learning activities at their own pace and
time. Furthermore, this also aims to help learners acquire the
needed 21st century skills while taking into consideration their needs
and circumstances.
In addition to the material in the main text, you will also see this box
in the body of the module:

Notes to the Teacher

This contains helpful tips or strategies
that will help you in guiding the
learners.

As a facilitator, you are expected to orient the learners on how

to use this module. You also need to keep track of the learners'
progress while allowing them to manage their own learning.
Furthermore, you are expected to encourage and assist the
learners as they do the tasks included in the module.

v
For the learner:
Welcome to the FOOD AND BEVERAGE SERVICES Alternative
Delivery Mode (ADM) Module on (Take Table Reservations)!
This module was designed to provide you with fun and
meaningful opportunities for guided and independent learning at
your own pace and time. You will be enabled to process the
contents of the learning resource while being an active learner.
This module has the following parts and corresponding icons:

Let Us Learn! In this portion, objective of the new

lesson will be introduced.

This will give you an idea of the skills

Let Us Try! or competencies you are expected to
learn in the module through pre-test
for the learners.

Let Us Study This is where new lesson is

introduced.

This comprises activities for

independent practice to solidify your
Let Us Practice understanding and skills of the topic.
You may check the answers to the
exercises using the Answer Key at the
end of the module.
This section provides an activity
Let Us Practice More which will help you transfer your new
knowledge or skill into real life
situations or concerns.
This includes questions or blank
Let Us Remember sentence/paragraph to be filled in to
process what you learned from the
lesson.
This is a task which aims to evaluate
Let Us Assess your level of mastery in achieving the
learning competency.
In this portion, another activity will
Let Us Enhance be given to you to enrich your
knowledge or skill of the lesson
learned.
Closing note of the relevance,
Let Us Reflect meaning and application of the
concepts and skills developed in the
lesson to real life experiences.
At the end of this module you will also find:

References This is a list of all sources used

in developing this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on
any part of the module. Use a separate sheet of paper in
answering the exercises.
2. Don’t forget to answer Let Us Try before moving on to the
other activities included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and
checking your answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are
through with it.
If you encounter any difficulty in answering the tasks in this
module, do not hesitate to consult your teacher or facilitator.
Always bear in mind that you are not alone.

We hope that through this material, you will experience

meaningful learning and gain deep understanding of the relevant
competencies. You can do it!
 Let Us Learn!

Welcome!

The unit of competency, “Prepare the dining room / restaurant

service area” is one of the competencies of FOOD AND BEVERAGE
SERVICES NC II, a course which comprises the knowledge, skills and
attitudes required for Taking Table Reservations.

This module is prepared to help you achieve the required Learning

Outcome, Take Table Reservations. This will be the source of information that
will enable you to acquire the knowledge, skills and attitudes in this particular
trade independently at your own pace or with minimum supervision or help
from your instructor.
- Talk to your trainer and agree on how you will both organize the training
of this unit. Read through the learning guide carefully. It is divided into
sections which cover all the skills and knowledge you need to
successfully complete this module.
- Use the self-check questions at the end of each lessons to test your own
progress.
- When you have completed this module (or several modules) and feel
confident that you have had sufficient practice, your trainer will arrange
an appointment with you to asses you. The result of your assessment
will be recorded.

This module contains the following Lessons:

- Foodservice Systems,
- Reservation Process, Types of Restaurant Reservations
- Telephone Ethics
 Let Us Try!

Let us determine how much you already know about food service
operation, reservation process and telephone ethics.
Direction: Multiple Choice: Choose the letter of the correct answer.

1. Dining room helper and runner.

a. Waiter c. Barboy
b. Busboy d. Receptionist
c.
2. Acts as runner and helper in the bar.
a. Waiter c. Bar boy
b. Busboy d. Receptionist

3. Takes food and beverage order according to prescribe standards.

a. Waiter c. Bar boy
b. Busboy d. Receptionist

4. Welcomes and greets customers at the entrance and escorts them to

their tables.
a. Waiter c. Bar boy
b. Busboy d. Receptionist

5. Prepares and mixes alcoholic and non-alcoholic beverages.

a. Bartender c. Bar boy
b. Bar attendant d. Bar captain
 LESSON

1 FOODSERVICE SYSTEMS

Let Us Study
Way to go! Let us level up! Arrange the scrambled letters to get the
correct word/s of Foodservice Systems.

__________________ 1. lideztarnec
__________________ 2. tionalvencon
__________________ 3. yobbsu
__________________ 4. redtenbar
__________________ 5. tawrie

Foodservice Systems

1. Conventional Foodservice Systems

This service system is the most common of all the systems in
food service. In this kind of system, ingredients are assembled and
food/dish is produced onsite. This system is usually used in
cafeterias, restaurants, small hospitals, and school canteens.
2. Centralized (Commissary) Food Service Systems
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 Foodservice
In ready-prepared foodservice system, the food is produced
onsite, it is usually chilled or frozen then reheated and served to
customers onsite. With this system, the production can be scheduled
anytime since the food is just stored either frozen or chilled onsite and
readily available to customers. Ready-prepared foodservice system is
usually used by hospitals and prisons.
4. Assembly-Serve Foodservice 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 the customers. It is usually used by in-flight caterers.
 FOOD & BEVERAGE SERVICE ORGANIZATIONAL CHART

Introduction

The success of a food and beverage service operation depends on the

way it’s organized to achieve its goals. Food and beverage service among hotels
and food outlets are handled by the food and beverage service department,
under the command responsibility of the Food and beverage Manager. Outlets
with voluminous and complex operations usually have more specialized
division of labor. There are sub-units that attend to specific functions. Each
unit is supervised by supervisors or section heads. Among the sub-units are:

1. Bars- headed by the Bar supervisor or bar captain.

2. Food Outlets (restaurants)- supervised by outlet supervisors.
3. Room service- under the responsibility of the Room service supervisor
or captain.
4. Banquet service (both for in house function and catering)- under the
supervision of the Banquet supervisor

ORGANIZATIONAL CHART-FOOD AND BEVERAGE DEPARTMENT

F&B Manager/Director

Outlet Room service Bar Supervisor Banquet

Supervisor Supervisor Supervisor

Captain Room service Bar Captain Banquet

Waiter Captain Captain

Waiters Room service Bartender Banquet

Order taker Waiters

Busboys Room service Bar Attendants

Waiter Attendant
Bar boy

The manpower requirement for food and beverage service depends on

the volume of food orders and the seating capacity of the food outlet. Each
food outlet is usually manned by waiters, food attendant/receptionist,
busboys, cashier and bartender or bar waiter. The dining area is supervised
by the dining supervisor. If the outlet is big, with more than 100 seating
capacity, it is advisable to divide the area into stations with each station
supervised by a captain waiter.
Job Description of Food/beverage Service Personnel

1. Food & Beverage Service Manager- Plans, organizes, directs and

controls the delivery of service in all outlets, guestrooms and banquets
and sees to it that policies and standards are complied with.
2. Headwaiter- Oversees food and beverage operations in his assigned
outlet, ensures that service is carried out in accordance with prescribed
standards and policies.
3. Captain waiter- Oversees the set-up and delivery of service in his/her
assigned station.
4. Receptionist- Welcomes and greets customers at the entrance and
escorts them to their tables.
5. Waiter- Takes and serves food and beverage order according to
prescribed standards of service.
Specific Duties:
a) Look after the necessary preparations before the start of the operation:
• Wipes table wares, refills salt and pepper & other condiments
• Check and re-stock service station and sees to it that the par stock
is maintained and sets-up the table and installed required facilities
b) Studies the menu and familiarizes them with house specialties.
c) Takes and serves orders.
d) Attends to guest bill settlement and assists in clearing the table.
e) Attends to guest’s inquiries, requests and complaints.
6. Busboy- Dining room helper and runner.
Specific Duties:
a) Assists waiters in mise en place preparation.
b) Places orders to the kitchen and picks up orders.
c) Clears soiled dishes, dirt and mess, and changes soiled ashtray.
d) Does other errands in the dining room.
7. Room Service Supervisor Inspect grooming and attire of staff, and
rectify any deficiencies. Complete opening and closing duties including
setting up necessary supplies and tools, cleaning all equipment and
areas, locking doors, etc. Inspect storage areas for organization, use of
FIFO, and cleanliness
8. Room Service Captain - is to provide friendly and efficient service of
food and beverage items to all guests in the room in his shift.
9. Room Service Order Taker - is responsible for
guest orders from room or pool area via phone or any
other ordering devices.
10. Room service waiter - is responsible for preparing orders, setting
trays and delivering items to guest rooms
11. Bar Supervisor – supervises and coordinates activities of all personnel
in the outlets and functions.
12. Bar Captain – responsible for supervisory and coordination with all
the activity of personnel engage in mixing and serving drinks in his shift.
13. Bartender- Prepares/mixes alcoholic and non-alcoholic beverages
according to prescribed standards.
14. Bar attendant – bar waiter / waitress, serves beverages at the bar.
15. Bar boy-Acts as runner and helper in the bar.
 16. Banquet Supervisor – responsible for the success of the party in the
room which he is supervising.
17. Banquet Captain – responsible for the service in a section of the
banquet room
18. Banquet Waiters – sets table and buffet areas and accommodates
guest

Let Us Practice

Very good! You made it this far! Let us continue rolling!

After honestly answering this. You may check your answer in the Answer Key
Section.

ACTIVITY 1.1 – Matching Type

Direction: Find the corresponding duties of F&B staffs, write the letter
only.

1. Bus boy A. Clears soiled dishes, dirt and mess

____2. Bar boy B. Oversees the set-up and delivery of
service in assigned station
3. Bartender C. Responsible for guest orders from
room
4. Waiter D. Welcomes and greets customer at
the entrance
5. Room Service Captain E. Oversees the set up and delivery of
service in assigned station
6. Room Service Order Taker F. Oversees food and beverage
operations in assigned outlet
7. Captain Waiter G. Plans, organizes, directs and controls
the delivery of service in all outlets,
guestrooms and banquets

8. Head Waiter H. Acts as a runner and helper in the

bar
9. Receptionist I. Prepares & mixes alcoholic & non-
alcoholic deinks
10. F&B Service Manager J. Takes and serves orders to guest
 Let Us Practice

ACTIVITY 1.2 – Give Me

Direction: Enumerate the specific duties of waiter and busboy.

Waiter’s specific duties Busboy’s specific duties

1. 6.
2. 7.
3. 8.
4. 9.
5. 10.

Let Us Practice More

Direction: Fill in the missing staff in the organizational chart of F&B

service department.
F&B Manager/Director

Outlet Room
3. service Bar Supervisor Banquet
8.
Supervisor Supervisor Supervisor

Captain Room service Bar Captain Banquet

1. 9.
Waiter Captain Captain

Waiters Room
4. service 5.
Bartender Banquet
10.
Order taker Waiters

Busboys
2. Room service Bar Attendants
6.
Waiter

7.
 Let Us Remember

Awesome! Now, let us sum up what we have learned.

Direction: Read each statement carefully and fill in the blanks with the
appropriate word to complete the ideas.

The manpower requirement for food and beverage service depends on

the volume of food orders and the seating capacity of the 1_____________. Each
food outlet is usually manned by waiters/food attendant, 2_______________,
3__________, cashier and bartender or bar waiter. The dining area is
supervised by the dining 4___________. If the outlet is big, with more than 100
seating capacity, it is advisable to divide the area into 5______________ with
each station supervised by a captain waiter

Let Us Assess

Wonderful! Just Wonderful! It’s time to try our journey as member of

the F&B team!

Multiple Choice
Encircle the choice that best completes the statement or answers the
question.

1. This food system is usually used by in-flight caterers.

c. Conventional c. Ready Prepared
d. Centralized d. Assembly Serve
2. This food system is usually used by hospitals and prisons.
a. Conventional c. Ready Prepared
b. Centralized d. Assembly Serve
3. This system is the most effective when mass production is required.
a. Conventional c. Ready Prepared
b. Centralized d. Assembly Serve
4. This system is usually used in cafeterias, restaurants, small hospitals and
small canteens.
a. Conventional c. Ready Prepared
b. Centralized d. Assembly Serve
5. Dining room helper and runner.
a. Waiter c. Barboy
b. Busboy d. Receptionist
6. Acts as runner and helper in the bar.
a. Waiter c. Barboy
 b. Busboy d. Receptionist
7. Takes food and beverage order according to prescribe standards.
a. Waiter c. Barboy
b. Busboy d. Receptionist
8. Welcomes and greets customers at the entrance and escorts them to
their tables.
a. Waiter c. Barboy
b. Busboy d. Receptionist
9. Prepares and mixes alcoholic and non-alcoholic beverages.
a. Bartender c. Barboy
b. Bar attendant d. Bar captain
10. Serves beverages at the bar.
a. Bartender c. Barboy
b. Bar attendant d. Bar captain

Let Us Enhance

You are amazing! This would be easy !

Direction: Identify the following work in the hotel. Use the space provided.

1. 2. 3.

Let Us Reflect
Congratulations! Might what to share your deep thought on
this!

AS A FUTURE SERVER OR FOOD ATTNEDANT, HOW IMPORTANT TO

LEARN THE ORAGANIZATIONAL STRUCTURE OF F&B DEPARTMENT?

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
 LET US ENHANCE!
1. Room service waiter
2. Bartender
3. Waiter
LET US ASSESS!
1. d Let Us Practice More
2. c LET US REMEMBER ! 1. Captain Waiter
3. b 2. Busboy
4. a 1. Food outlet 3. Room Service Supervisor
5. b 2. Receptionist 4. Room Service Order Taker
6. c 3. Busboy 5. Bartender
7. a 4. Supervisor 6. Bar Attendants
8. d 5. Station 7. Barboy
9. a 8. Banquet supervisor
10. b 9. Banquet Captain
10. Banquet waiters
LET US PRACTICE
1. Takes & serves orders
2. Attends to guest inquiries LET US PRACTICE!
3. Studies & familiarizes the 1. A LET US TRY!
menu 2. H 1. b
4. Attends to guest bills 3. I
5. Prepare mis-en-place 4.J 2. c
6. Assist the waiter 5.B
6. C. 3. a
7. Place order to the kitchen
7. E
and picks up 4. d
8. F
8. Clears soiled dishes 9. D 5. a
9. Does other errands in the 10. G
dining room
10. Refills water
Lesson 1: Foodservice operation.
Answer key to Activities
 Let Us Try!

How well do you know about use the properties of materials? Let’s try
to find out by answering the following questions. After honestly answering
this, you may check the answers at the last part of this module.

True or False: Write TRUE if the statement is correct, and false if it is

incorrect.

___________ 1. Reservations are advanced bookings by customers to hold a

table (table booking).
___________ 2. An advantage of taking reservations is that you know exactly
the number of people you need to feed at a specific or given time.
___________ 3. Counter service is ideal for diners who for fast service since
they have very limited time to eat.
___________ 4. Every food service establishment accepts reservations.
___________ 5. Cafeteria service refers to pre-packed food displayed in a
counter.
___________ 6. A ‘no show’ upon reservation increases revenue.
___________ 7. Credit cards are used to guarantee table reservations.
___________ 8. Call ahead seating happens when customers arrive. They are
then invited to submit/put their names on a waiting list.
___________ 9. A waiting list involves holding a table.
___________ 10. Having a designated person responsible for taking
reservations decreases the chances of a table being “double booked”.

Direction: Multiple Choice: Choose the letter of the correct answer.

1. It is an arrangement made in advance to have available table in the
restaurant?
a. Room bookings b. Table reservation c. Banquet Bookings d. A&B
2. What do you call the person who comes personally in a restaurant for
reservation?
a. Walk-in b. host c. Waiter d. Businessman
3. A source of reservation which is a telecommunications device that permits
two or more users to conduct conversation.
a. Fax b. Email c. telephone d. Internet
4. It is a telephonic transmission of scanned printed material, normally to a
telephone number connected to a printer or output device.
a. Telephone b. Email c. Fax d. Internet
5.It is a method of exchanging digital messages from an author to one or
more recipients.
a. Email b. Telephone c. Internet d. Fax
 LESSON

2 RESERVATION PROCESS

Let Us Study
Way to go! Let us level up!

1. What is a Reservation?
2. What are the types of reservations?
3. What are the sources of reservations?
4. How to reserve a table in a restaurant?

Reservation

In the food industry reservation is defined as an arrangement to have

something (room, table or seat) held for your use at a later time. A
guaranteed seat brings in more customers and increases revenue.

Sources of reservation:

Reservation in a restaurant may be received through the following:

1. Telephone- a phone call reservation. A telephone, or phone, is

a telecommunications device that permits two or more users to conduct
a conversation when they are not in the same vicinity of each other to
be heard directly. A telephone converts sound, typically and most
efficiently the human voice, into electronic signals suitable
for transmission via cables or other transmission media over long
distances, and replays such signals simultaneously in audible form to
its user.
2. Fax- (short for facsimile), sometimes called tele-copying or telefax, is
the telephonic transmission of scanned printed material (both text and
images), normally to a telephone number connected to a printer or other
output device. The original document is scanned with a fax machine (or
a tele-copier), which processes the contents (text or images) as a single
fixed graphic image, converting it into a bitmap, and then transmitting
it through the telephone system in the form of audio-frequency tones.
The receiving fax machine interprets the tones and reconstructs the
image, printing a paper copy.
3. Email- most commonly referred to as email or e-mail since 1993, is a
method of exchanging digital messages from an author to one or more
 recipients. Modern email operates across the Internet or
other computer networks. Some early email systems required that the
author and the recipient both be online at the same time, in common
with instant messaging. Today's email systems are based on a store-
and-forward model.
4. Internet-The Internet is a global system of interconnected computer
networks that use the standard Internet protocol suite (TCP/IP) to link
several billion devices worldwide.
5. In Person- Walk –in Guest, a person without reservation comes
personally for reservation.

Types of Restaurant Reservations

1. Manual 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 a guarantee.
2. Online Reservation System – Makes use of the internet through a
website, where all necessary information needed for a reservation is keyed
by the guest.
3. Call Ahead Waiting – with this type of reservation, the guest calls when
they are on their way and sets a specific time they will arrive. Usually
restaurants will hold a table for 20-30 minutes.

How to Take Reservations

Before taking a reservation, make sure to know the answers to the
questions which are likely to be asked. Following are tips in taking
reservations:
• Answer inquiries promptly, clearly, and as accurately as possible
• Take note of specials, and changes in the menu and make sure to inform
the guest about it.
• Gather all pertinent information on the reservation from the guest
politely and efficiently
• Accurately record reservation data on forms based on establishment
standards
• Repeat the details of the reservations with the customer
• Confirm customer reservations prior to their arrival
• Impart additional information to the guest
• Always be calm and polite when speaking to guest.
• Avoid double booking

A typical table reservation would be:

• Waiter: “Good morning, Brasserie restaurant, Paulo speaking, how may I
help you?”
• Guest: “I would like to make a table reservation please?”
• Waiter: “Certainly sir, May I know your name please?”
• Guest: “Mr. Derick Ramzy”.
• Waiter: “Mr. Ramzy your name spell as (Use phonetics alphabet)
• Guest: You got it right
• Waiter: Mr. Ramzy, should I make this table reservation in your name?
• Guest: Yes.
• Waiter: When do you want the reservation, Sir?
• Guest: For tonight
• Waiter: For how many persons, Mr. Ramzy?
• Guest: Four
• Waiter: May I know the time would you like to reserve the table Mr.
Ramzy?
• Guest: 7 pm.
(ask guest about special needs or requirements)
• Waiter: May I repeat your table booking?
• Guest: Okay
• Waiter: Sir you want a table reservation at 7 pm for four in the under
you name Mr. Ramzy. Am I right sir?
• Guest: Yes.
• Waiter: Anything else sir?
• Guest: None
• Waiter: Mr. Ramzy, Thank for your patronage in our restaurant. We look
forward to welcoming you.
• Guest: Thanks

Special Requirements

 Table by the window

 Table of 10
 Highchair
 Allergies e.g Garlic
 Bottle of Champagne on arrival
 Wheelchair access
 Birthday Cake
 Anniversary Cake
 Personalized Menu Figure 1 Figure 2
 Private Room

RESERVATION FORM
Telephone Fax Internet Email Walk-in
√
Reservation Keyed into Guest Accounts Department
Taken by PMS by Service
Paulo Paulo
Arrival Date: Time of Arrival Name: Address Mobile No.
6/22/2020 6 pm Ramzy Uy Tagum City 09101935283
Email Address Special Occasion No. of pax Booked By:
Request
ramzyuy@yahoo High chair birthday 10 Ramzy Uy
Billing arrangements: Cash
 Let Us Practice

Very good! You made it this far! Let us continue rolling!

After honestly answering this. You may check your answer in the Answer Key
Section.
 Let Us Practice

Activity 1.2 Fill up the reservation form

Taking the Reservation
Perform a telephone reservation
Sample Situation:
a. Total number of guests: A family of 10 composed of 7 adults (2 are senior
citizens) and 3 children
b. Purpose: Dinner Reservation
c. Condition: First time to try the restaurant, One adult vegetarian, table by
the window.
d. Date of reservation: 6/19/20, time of arrival 6 pm, booked by Susan Sy

RESERVATION FORM
Telephone Fax Internet Email Walk-in

Reservation Keyed into Guest Service Accounts Department

Taken by PMS by

Arrival Date: Time of Arrival Name: Address Mobile No.

Email Address Special Occasion No. of pax Booked By:

Request

Billing arrangements:

Let Us Practice More

True or False

Directions: Write TRUE if the statement is correct, and FALSE if it is

incorrect. Write your answers in the space provided before the number.
___________ 1. Reservations are advanced table bookings made at a specific
time.
___________ 2. An advantage of taking reservations is that you know exactly
how many guests you need to feed.
___________ 3. Overbooking is taking more reservations than the number of
tables and seats available.
___________ 4. Every food service establishment accepts reservations.
___________ 5. Reservations can limit the number of walk-ins to the
restaurant.
 Let Us Remember

Awesome! Now, let us sum up what we have learned.

Direction: Read each statement carefully and fill in the blanks with the
appropriate word to complete the ideas.

1. ______________________________ – 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 a 2 ________________.
3. ______________________________ – Makes use of the internet through a website,
where all necessary information needed for a reservation is keyed by the guest.
4. ___________________________– with this type of reservation, the guest calls when
they are on their way and sets a specific time they will arrive. Usually restaurants
will hold a table for 5_______________ minutes.

Let Us Assess

Wonderful! Just Wonderful! It’s time to try our journey as member of

the F&B team!

True or False: Write TRUE if the statement is correct, and false if it is

incorrect.
___________ 1. Reservations are advanced bookings by customers to hold a
table (table booking).
___________ 2. An advantage of taking reservations is that you know exactly
the number of people you need to feed at a specific or given time.
___________ 3. Counter service is ideal for diners who need fast service since
they have very limited time to eat.
___________ 4. Every food service establishment accepts reservations.
___________ 5. Cafeteria service refers to pre-packed food displayed in a
counter.
___________ 6. A ‘no show’ upon reservation increases revenue.
___________ 7. Credit cards are used to guarantee table reservations.
___________ 8. Call ahead seating happens when customers arrive. They are
then invited to submit/put their names on a waiting list.
___________ 9. A waiting list involves holding a table.
___________ 10. Having a designated person responsible for taking
reservations decreases the chances of a table being “double booked”.

Direction: Multiple Choice: Choose the letter of the correct answer.

1. It is an arrangement made in advance to have available table in the
restaurant?
a. Room bookings b. Table reservation c. Banquet Bookings d. A&B
2. What do you call the person who comes personally in a restaurant for
reservation?
a. Walk-in b. host c. Waiter d. Businessman
3. A source of reservation which is a telecommunications device that permits
two or more users to conduct conversation.
a. Fax b. Email c. telephone d. Internet
4. It is a telephonic transmission of scanned printed material, normally to a
telephone number connected to a printer or output device.
a. Telephone b. Email c. Fax d. Internet
5.It is a method of exchanging digital messages from an author to one or
more recipients.
a. Email b. Telephone c. Internet d. Fax

Let Us Enhance

You are amazing! This would be easy!

Direction: Identify the following sources of reservation. Use the space

provided.

3.

1. 2. 3.

Let Us Reflect

Congratulations! Might what to share your deep thought on this!

AS A FUTURE SERVER OR FOOD ATTNEDANT, HOW IMPORTANT TO

LEARN THE PROCESS OF TAKING TABLE RESERVATION?

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
 Let Us Assess
LET US REMEMBER ! 1. TRUE
2. TRUE
LET US ENHANCE ! 3. TRUE
1. B 4. FALSE
1. INTERNET 2. A 5. TRUE
2. FAX 3. C 6. FALSE
3. TELEPHONE 4. C 7. TRUE
5. A 8. FALSE
9. TRUE
10. TRUE
LET US TRY!
1. an arrangement to a
table held for use at a
LET US PRACTICE
LET US REMEMBER MORE ! later time
1. Manual reservation system 1.TRUE 2. manual, onsite, call
2. guarantee 2.TRUE ahead seating
3. online reservation system 3.TRUE 3. telephone, fax
4. call ahead waiting 4.FALSE machine, email,
5. 20-30 5.TRUE internet, in person
4. Call, text, email a
restaurant for a table
reservation and give
details
Lesson 2: Reservation.
Answer key to Activities
 Let Us Try!

How well do you know about use the properties of materials? Let’s try
to find out by answering the following questions. After honestly answering
this, you may check the answers at the last part of this module.

True or False: Write TRUE if the statement is correct, and false if it is

incorrect.
______________ 1. Answer your telephone within 5-8 rings.
______________ 2. Speak directly into the mouthpiece, three inches from your
mouth.
______________ 3. Chew chewing gums while speaking in the telephone.
______________ 4. Always speak into the telephone receiver with a loud tone of
voice.
______________ 5. End the conversation with a definite "goodbye"
 LESSON

3 TELEPHONE ETHICS

Let Us Study
Way to go! Let us level up and identify the parts of a telephone!
4.
1.

3.

2.

5.
Introduction

The telephone plays a vital role in our daily business activities. The
telephone is our link to the outside world. That is why it is critical for our
students to understand the importance in handling the phone matters. That
is why it is so important to train our students on the proper use of this
significant tool.

THE BASICS: TELEPHONE ETIQUETTE SKILLS

Whenever an employee answers a telephone, he or she represents the

restaurant to the person on the other end of the line.

1. Answer your own telephone whenever possible and answer within 2-3
rings.
2. Speak directly into the mouthpiece—one inch from your mouth—so
that your voice is clear and you can be easily understood. Speak clearly
and enunciate every words.
3. Use a greeting wherein the will be impressed that you are professional
and pleasant. There has been a lot of discussion of using “good
morning” or “good afternoon.” This is unnecessary if you use the right
 tone. Also, people tend to make mistakes when using these phrases
(i.e., saying “good morning” when it’s really afternoon and vice versa).

4. Identify your department and then identify yourself; e.g. “kulasas

restaurant reservation section; this is Janeal how may I help you?"

5. Speak with a smile in your voice. If you smile when speaking on the
phone, your tone of voice is more welcoming and friendly. Speak with
enthusiasm – smile into the receiver, because your voice will reflect your
attitude.
6. Show interest in the caller and their request.
7. Use the other person's name often. People like to hear their name.
8. Use good grammar and diction; avoid slang words. Gum chewing
destroys good diction. Speak slowly enough to be easily understood.
Link words together, connecting the end of the last word and the
beginning of the next one.
9. Be of service and offer assistance. Be informed about the restaurant,
its services, and personnel. Have basic materials and information
readily available for reference. Become an informed person so that you
may be of help to others.
10. If you must put a person on hold, ask permission first before to do so
and only keep them on hold for about 45seconds before checking back
with them. Use your hold button. Unless you cover both ends of the
handset, your voice is still transmitted and you will be heard.
11. Take messages clearly and correctly. Telephone messages must be
taken carefully and delivered promptly. Taking a message requires: (1)
being polite and professional on the telephone and (2) recording all the
facts correctly. Double check spelling and numbers with the caller.
12. End the conversation with a definite "goodbye" or any other expression
which leaves no doubt that the conversation is ended.
13. Who should hang up first? Let the person calling hang up first.
14. Hang up the receiver gently.

Telephone Etiquette Tips

1. Sit up in your chair or stand during the conversation.

2. If you must interrupt the conversation, say to the person, “Please
excuse me for a moment I’ll be right back.” And when you return, say,
“Thank you for waiting.”
3. Always speak into the telephone receiver with an even and low tone of
voice. Especially when speaking on a cell phone out in public, be sure
to monitor how loud you may be.
4. Move the phone ear piece just slightly away from your ear and listen to
yourself speaking. Discover whether you are speaking too loudly or too
quietly for the other person to hear you.
5. Do not allow yourself to be distracted by other activities while speaking
on the telephone, such as rustling papers, chewing and eating, working
on the computer, or speaking with someone else.
6. Always treat every caller with the utmost courtesy and respect by giving
him/her your undivided attention.
 PHONETICS ALPHABET

A ALPHA N NOVEMBER
B BRAVO O OSCAR
C CHARLIE P PAPA
D DELTA Q QUEBEC
E ECHO R ROMEO
F FOXTROT S SIERRA
G GOLF T TANGO
H HOTEL U UNIFORM
I INDIA V VICTOR
J JULIET W WHISKY
K KILO X XRAY
L LIMA Y YANGKEE
M MIKE Z ZULU

Let us Practice

Very good! You made it this far! Let us continue rolling!

After honestly answering this. You may check your answer in the Answer Key
Section. Give the phonetic alphabet of the following:

1. Ms. Champagne Salva

2. Mr. Harry Roque

____________________________________________________________

_____________________________________________________________

Let Us Practice More

Direction: Give the phonetic alphabet.

Y 1. Z 6.

W 2. D 7.

N 3. C 8.

J 4. F 9.

K 5 X 10.
 Let Us Remember

Awesome! Now, let us sum up what we have learned.

Direction: Read each statement carefully and fill in the blanks with the
appropriate word to complete the ideas.

Use good grammar and diction; avoid 1. ___________. 2. _____________ destroys

good diction. Speak slowly enough to be easily understood. Link words
together, connecting the end of the last word and the beginning of the next
one. If you must put a person on hold, 3. _________________ first before to do
so and only keep them on hold for about 4. ___________seconds before
checking back with them. Use your 5._______________. Unless you cover both
ends of the handset, your voice is still transmitted and you will be heard.

Let Us Assess

Wonderful! Just Wonderful! It’s time to try our journey as member of

the F&B team!
Direction: Memorize the phonetic alphabet by writing it the space after the
letter.
A N
B O
C P
D Q
E R
F S
G T
H U
I V
J W
K X
L Y
M Z
 Let Us Enhance

You are amazing! This would be easy!

Direction: Identify the following emotions of the caller. Use the space
provided.

1. 2. 3.

Let Us Reflect

Congratulations! Might what to share your deep thought on this!

AS A FUTURE SERVER OR FOOD ATTNEDANT, HOW IMPORTANT TO

LEARN THE TELEPHONE ETHICS?

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
 Let Us Practice More
1. YANKIE
LET US REMEMBER! 2. WHISKY
3. NOVEMBER
LET US ENHANCE ! 1. Slang words 4. JULIET
1. HAPPY 2. Gum chewing 5. KILO
2. SAD 3. Ask permission 6. LIMA
3. ANGRY 4. 45 7. ZULU
5. Hold button 8. CHARLIE
9. FOXTROT
10.XRAY
LET US PRACTICE
1. Charlie, hotel, alpha, mike, LET US STUDY!
papa, alpha, golf, November, 1. Earpiece
LET US TRY!
echo, Sierra alpha, lima, 2. Mouthpiece
1. FALSE
victor, alpha 3. Handset
2. FALSE
2. Hotel, alpha, Romeo, 4. Wiring to wall
3. FALSE
Romeo, yankie, Romeo, Oscar, jack
4. FALSE
Quebec, uniform echo 5. Touch pad
5. TRUE
Lesson 3: Telephone Ethics
Answer key to Activities
 References
• https://www.google.com/search?q=picture+of+internet&tbm=isch&source=iu&ictx=1
&fir=8JJlQ_0qdXIciM%253A%252ClWexcev6d9u5NM%252C_&vet=1&usg=AI4_
-kQvhdl8B-
ZfX9zWsWE_5PvA94wFIg&sa=X&ved=2ahUKEwjLmsTp2I3qAhUHE6YKHVMl
BhwQ9QEwA3oECAMQMg&biw=1366&bih=608#imgrc=8JJlQ_0qdXIciM:
• https://www.google.com/search?q=parts+of+the+telephone&tbm=isch&source=iu&ic
tx=1&fir=CZHw_QXL-
3MG1M%253A%252CeZ8B_Stdef4rwM%252C_&vet=1&usg=AI4_-
kScyBbFmJYbonbTSIBEd_13MNlN1Q&sa=X&ved=2ahUKEwjBreXp7Y3qAhWR
Zt4KHYsyBnMQ9QEwC3oECAoQOQ&biw=1366&bih=608#imgrc=PwXUOknzeQ
7awM
• https://www.google.com/search?q=emoji+faces&tbm=isch&ved=2ahUKEwivqbPm-
o3qAhUWBpQKHSUzC1QQ2-
cCegQIABAA&oq=emoji+&gs_lcp=CgNpbWcQARgCMgQIABBDMgQIABBDMg
UIABCxAzIFCAAQsQMyBQgAELEDMgUIABCxAzIFCAAQsQMyBQgAELED
MgUIABCxAzIFCAAQsQM6AggAUKkyWNI5YNJNaABwAHgAgAGQBIgB4wm
SAQkwLjMuMS41LTGYAQCgAQGqAQtnd3Mtd2l6LWltZw&sclient=img&ei=Pbr
sXu-WHpaM0ASl5qygBQ&bih=608&biw=1366
• https://www.google.com/search?q=picture+of+bartender&tbm=isch&ved=2ahUKEwj
5t8vs-o3qAhVQEqYKHYjbCDEQ2-
cCegQIABAA&oq=picture+of+bartender&gs_lcp=CgNpbWcQAzICCAA6BwgAEL
EDEEM6BAgAEEM6BQgAELEDUKyiMli1jzNgzJczaBBwAHgEgAHQA4gBmS2
SAQswLjE0LjEyLjAuMZgBAKABAaoBC2d3cy13aXotaW1nsAEA&sclient=img&
ei=SrrsXvnqHNCkmAWIt6OIAw&bih=608&biw=1366#imgrc=0xBd4nQ-KuHRLM
• FOOD AND BEVERAGE SERVICES NC II CBLM by TESDA Davao Del Norte
• FOOD AND BEVERAGE SERVICES MANUAL by Department of Education
For inquiries or feedback, please write or call:

Department of Education – Region XI

F. Torres St., Davao City

Telefax:

Email Address: lrms.regionxi@deped.gov.ph