SUBJECT: FOOD AND BEVERAGE SERVICES NC II

Name of Learner: _____________________________ Grade Level: 12

Section: ____________________________________ Date: ________________

LEARNING ACTIVITY SHEET

TITLE: Prepare the Dining Room/Restaurant Area for Service (AS)

OBJECTIVE: To take table reservation

BACKGROUND INFORMATION FOR LEARNERS

ORGANIZATIONAL STRUCTURE OF FOOD AND BEVERAGE DEPARTMENT

 

For smaller, less complex establishments, the division of labor is

simpler as illustrated below.

TELEPHONE ETIQUETTE

Telephone constantly plays an important role in

hospitality industry. People around the world call
for making reservation or asking information or
transferring message to the guest for various
purposes. It appears humble enough, when the
phone rings, the phone is*/ answered. The
appropriate telephone etiquette is imperative
facet of communication, since you represent not
only yourself, but often your department and your
company. Recalling how to use appropriate
telephone etiquette, whether responding or making
calls, leaves your clienteles with an advantageous
impression of you, your department, and your
company in general.

 STANDARD PHRASE:
How to answer an External call?
1. Wish according to the time of the day (Good
Morning, Afternoon or Evening), (Your Hotel or
Restaurant Name) , How may I help you.
2. How to answer Internal Guest calls?
3. Wish according to the time of the day (Good
Morning, Afternoon or Evening) Mr.
_________ (Guest last name), This is ________
 (Your first name), How may I help you.
4. How to answer interdepartmental calls?
A for Alpha N for November
B for Bravo O for Oscar
C for Charlie P for Papa
D for Delta Q for Quebec
E for Echo R for Romeo
F for Foxtrot S for Sierra
G for Echo T for Tango
H for Hotel U for Uniform
I for India V for Victor
J for Juliet W for Whisky
K for Kilo X for X-ray
L for Lima Y for Yankee
M for Mike Z for Zulu

The F&B Department is responsible to produce the exact experience the guests wish for specifically to the following;
1. Deliver food and beverage services to guest in all food outlets, guestrooms, function rooms and outlets catering in
accordance with prescribed standards.
2. Maintain loyal customers and guest through effective guest relations, proper handling of guest complaints, inquiries
and request, and ensure attainment of sales.
3. Ensure the consistency of implementation of the company’s internal control program which includes budget control,
cost control, quality assurance, and other related areas, and Prepare wine and drink list and coordinate with the
kitchen and other departments on matters pertaining to food presentation and service
STRUCTURE OF F&B SERVICES DEPARTMENT
· Food & Beverage Service Manager. Certifying profit margins are achieved in each financial period from each
department planning menus for several service areas and serve as the liaison with kitchen and procuring material
and equipment for F&B Services department.
· Assistant Food & Beverage Service Manager. performs and carries out the same in the absence of his superior.
· Restaurant Manager. looks after the overall function of a restaurant. The responsibility of this staff member includes:
* Handling the functions in the dining room/area, ordering material, stock-taking or inventory checking., Supervising,
training, grooming, and evaluating the subordinates, preparing reports of staff and sales and managing
Budgets and handling daily sales and coordinating with cashiers
· Room Service Manager. Selecting, training, encouraging, and evaluating all junior employees and ensuring that cultural
values and core standards of F&B department/establishment are met, Controlling labor expenses through staffing,
budgeting, and scheduling and handling guest complaints
· Banquet Manager. Banquet Manager is responsible for:
* Setting service standard for banquets, forecasting and allocating budgets for various types of events such as
conferences, meetings, etc., Controlling chinaware, cutlery, glassware, linen, and equipment, and handling
decorations and guest complaints and Providing special requests, Purchasing required stock by following
appropriate requisition procedures, planning and pricing menu , Training, grooming, and development of staff
underneath
· Banquet Manager. Banquet Manager is responsible for:
* Setting service standard for banquets, forecasting and allocating budgets for various types of events such as
conferences, meetings, etc., Controlling chinaware, cutlery, glassware, linen, and equipment, and handling
decorations and guest complaints and Providing special requests, Purchasing required stock by following
appropriate requisition procedures, planning and pricing menu , Training, grooming, and development of staff
underneath
· Bar Manager. Bar Manager is responsible for:
 * Forecasting the daily flow of customers, and allocating right number of staff according to customer influx, Managing
and monitoring ba inventory from store to bar and tracking all types of drink sales , Allocating cleaning and tendering
tasks

F&B ANCILLARY DEPARTMENTS

These are service are usually acting a link between the kitchen and the F&B areas. They are always behind the
scene or “back-of-the-house” the service themselves are some of the busiest unit of catering establishment. especially
over a service period.
STILL ROOM. This is a service are whose main function is to provide items for F & B required for the service of meal and
not catered for by other major departments in a hotel such as kitchen, larder and bakery.

PANTRY. It is used to indicate all back area collectively. Still room, washup area, and store are collectively referred to as
pantry in commercial operations but pantry specifically refers to that area where mise-en-place (preparation for
service) is carried out. It is most important area and should be given considerable importance in planning stage.
KITCHEN STEWARDING/WASHUP AREA. Kitchen Stewarding department strives to ensure cleanliness, preparedness, and
orderliness in the commercial kitchen so that the kitchen staff can work efficiently. It also ensures that all the tools and
utensils required for a specific meal or cooking task are cleaned properly and are ready to go. The kitchen steward is a
working link between the F&B Services and the commercial kitchen.
LINEN/LAUNDRY ROOM. The F&B department is highly reliable on laundry department or outsourced laundry
services for timely supply of dry-cleaned and wrinkleless linen.
STORE. The store acts as area for keeping any supplies that are used during the operations. This may include many
condiments, soft drinks, juices, disposable items, and guest takeaways (such as sugar sachet). There should be an
adequate supply of the items required during the service and proper requisition of the item should take place, so that
there is no short fall.
PLATE ROOM/SILVER ROOM. Holds the complete stock of silver and other equipment required for service all needs along
with slight surplus stock for emergency. The various type of silver is kept heron labeled shelves, with all service plates
of one size stacked together.

F&B STAFF ATTITUDES AND COMPETENCIES

Each member of the F&B department hierarchy needs to have the following traits and skills:
Knowledge. Awareness of one’s responsibilities and roles, appropriate knowledge of food items, food and beverage
pairing, etiquettes, and service styles is a great way to build confidence while serving the guests.

Appearance. It creates the first impression on the guests. The F&B staff members must maintain personal hygiene,
cleanliness, and professional appearance while being on duty.
  Attentiveness. Attentiveness is paying sincere attention to details, memorizing the guests’ needs and fulfilling them
timely with as much perfection as one can put in.
Body Language. The F&B Services staff needs to conduct themselves with very positive, energetic, and friendly gestures.
Effective Communication. It is very vital when it comes to talking with co-workers and guests. Clear and correct
manner of communication using right language and tone can make the service workflow smooth. It can bring truly
enhanced experience to the guests.
Punctuality. The F&B Services staff needs to know the value of time while serving the guests. Sincere time-keeping and
sense of urgency helps to keep the service workflow smooth.
Honesty and Integrity. These two core values in any well-brought-up person are important for serving the guests in
hospitality sector.
Sense of Urgency. In order for the establishment to generate the maximum amount of business over service period, with
as high profit as possible, staff must develop sense of urgency in their work.
MANPOWER REQUIREMENTS
Each food outlets is usually manned by waiters, food attendant/receptionist, busboy, cashier, and bartenders 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. For the Bar,
the required manpower includes Bar Captain, Bar Attendants, bartender and barboys. Banquet Service is usually
supervised by a banquet captain, assisted by waiters, and food attendants.
Room service in big hotels is under separate section, headed by a room service supervisor or captain. In smaller hotel or
resorts, room service is under the managerial responsibility and management of the outlet Head waiter or supervisor.
The number of waiters or dining personnel is usually planned based on the productivity ratio. This ratio depends on the
productivity standards of each food outlet. The standards vary for each type of service and the capacity of the dinning
personnel. A time and motion analysis are usually undertaken to arrive at realistic productivity standard. The typical
productivity ratio used by large and medium-sized food establishment are as follows;
1 Waiter/attendants for every 15 customers (for American or plate services)
 1 Waiter/attendants for every table or 10-15 customers (for Russian Service)
1 Waiter/attendants for every 5 customers (French Service with table side preparations)
1 Waiter/attendants for every 20-25 customers (for Buffet service)
1 Waiter/attendants for every 20-25 customers or 4-5 tables (for Family Services)
  SOURCES OF RESERVATIONS
· Central Reservation System (CRS)- A central (or computerized) reservation system that controls and maintains the
reservation for several hotels in one location, and automatically redirects the reservation to the required hotel/
restaurant. Majority of hotel or big restaurant Groups belongs to one or more CRS that is composed of Central
Reservation Office, member of hotels connected together via communication devices, and potential guest. tion staff
shall obtain the following guest-related information;
· Global Distribution System- a computerized system by which reservation related information is stored and retrieved in
multiple organizations. It is a system that include several central reservation offices connected to each other. In
hotel, selling of rooms is accomplished by connecting the hotel reservation system with the GDS system.
· Direct Reservation - a reservation that is directly receive from an individual or group without any mediator. It is
processed by rh reservation manager and their team or reservation assistant of the restaurant.
 
RESERVATION REPORTS
 
The reservation department compiles many reports for the department. Some of the most used reservation reports
include following.
1. Reservation Transaction Report – enables you to view a list of transactions based on the date of range, payment
type, payment status, staff members, and category of transaction.
2. Commission Agent Report- Report that includes the amount payable by the hotel or restaurant to different
commission agents.
3. Turn away Report or Refusal Report – at times hotel/restaurant have to “turn away “guest due to unavailability of
the services needed.
· 4. Revenue Forecast Report – it is a projection of the volume of businesses generated income of the restaurant in a
specific duration
 
   TYPES OF RESERVATION
· Guaranteed Reservation – ensures that the restaurant/hotel will hold the venue for the guest until the specific time
guest’s scheduled arrival date and time. The guest must provide a method of payments. If the guest does not show
up or cancel properly, the guest will be charged depending on the agreements between the guest and the
hotel/restaurant Manager. In order to guarantee a reservation, the guest can choose on the following method;
(Prepayment, Credit Card, Advance deposit, Corporate (direct billing account, travel agent voucher / Miscellaneous
charge order (MCO)
· Non-Guaranteed Reservation – ensures that the restaurant/hotel will hold the venue for the guest until a settled
reservation cancellation hour on the day and time of arrival. It is common for hotel or restaurants planning on full
occupancy or nearing full occupancy to accept only guaranteed reservation once a specified number of expected
arrivals is achieved.
· Cancellation Reservation – occurs when a guest with confirmed reservation informs the hotel or restaurant about their
intention to cancel the reservation. As cancellations may loss of services revenue, hotels and restaurant discourage
cancellation by imposing retention charges.
· Group Reservation- there is no specific number of people to be considered as a group. Normally at least ten person or
more should amount of business. So, special discount id allowed for them. The group leader should be given special
discount depending on the number of persons of the group.

RESERVATION INQUIRY
The reservation staff shall obtain the following guest-related information;
1. Guest Name, Address and Telephone Number 4. Type of Service requested
2. Company or travel Agency Name 5. Desired packages if any
3. Date of Arrival and Departure 6. Number of participants in group
  SOURCES OF RESERVATIONS
· Central Reservation System (CRS)- A central (or computerized) reservation system that controls and maintains the
reservation for several hotels in one location, and automatically redirects the reservation to the required hotel/
restaurant.

· Global Distribution System- It is a system that include several central reservation offices connected to each other. In
 hotel, selling of rooms is accomplished by connecting the hotel reservation system with the GDS system.

· Direct Reservation - a reservation that is directly receive from an individual or group without any mediator.
 BASIC TELEPHONE ETIQUETTES:

 1. Phone should be answered within three rings. 4. Sit or stand up straight

2. Smile even though you are on the telephone. 5. Use a low voice pitch.
3. Match your speaking rate to the caller's. 6. Avoid extremes in volume.
 
ANSWERING TELEPHONE IN HOTEL AND RESTAURANTS; DOS AND DON’TS’S
DOS:
· Answer the telephone promptly within 3 rings and ,make the caller know your work area, your name and offering
appropriate greeting.
· Always have pen and paper on hand
· Listen carefully. Pay attention to details of information given by the caller
· If you have to ask the caller to put hold, explain why you need to put them on hold, and wait for the caller’s agreement
before putting them on hold.
· If you have to transfer the call, explain why need to transfer them and make sure that the caller is properly introduced
to the next party. If the purpose of the call has been said already, repeat the same o the next party.
· Sometimes you may not understand whether the caller is a man or lady. To be on safe side politely ask his or her name
or you can say “how should I address you”, Repeat back any details and follow up in writing (if necessary).
· Close conversation politely and always says “thank you for calling”, Lets caller hang up first.
· Try to satisfy your guest with the proper information. If you don’t know detail then transfer the call to the right person.
Never give wrong information.
 

 LEARNING COMPETENCY WITH CODE

Perform Mese n Place

LO 1. Clean, sanitize, and store kitchen tools and equipment
TLE_HECK9- 12KP-Ia-1

Activity #1 DIRECTION. Let us check more your understanding. Write your answer on a separate sheet of paper and
submit it via messenger or google classroom PART 1. TRUE or FALSE. Write T if the Statement is True and Write F if the
Statement is False and select the wrong word or phrases.
 1. F&B Department ensure attainment of sales forecast through the administration of promotional strategies and
suggestive selling techniques.
2. Food attendant can be assigned as runner for the pick-up and refill of food at the buffet table.
3. 1 Waiter/attendants for every 15 customers (French Service with table side preparations)
4. 1 Waiter/attendants for every 20-25 customers or 4-5 tables (for Family or Lariat Services)
5. Purchasing material and equipment for F&B Services department is part of RM duties.
 Activity #2 Now that you have your Organizational Chart of F & B Department as your guide, Perform the following
tasks:

1. draw your own Business Organizational Structure for your business plan in Module 3
2. List down their duties and responsibilities.
3. Create your own reservation process for your customers
4. Create a short script in handling telephone calls in the different situations below. (choose at least two)
a. Answering External Calls c. Answering interdepartmental calls
b. Answering Internal Calls d. Transferring Calls
 Activity #3 In your Back-Home Notebook answer the following questions.

1. What is Reservation?
2. What is the Reservation Process of F & B?
3. Who is/are the advantages and disadvantages of advance Reservation?
4. Name the different types of services in Food and Beverage Services.
 

Activity #4 After going through the lesson, construct your own sentences that will describe the following terms below to
reflect your understanding of the lesson.
1. Differentiate the following:
a. Food and Beverage Services Organizational Chart for big and small establishments.
b. Guaranteed and non-guaranteed reservation
c. Central Reservation System and Global Distribution System
2. For any guest query you should say:
3. While putting a guest call on hold you should say:
4.  How to handle a guest query?
5. Transferring your call with pleasure.

Reflection
The learners in their journal or portfolio will write their personal insights about the lesson using the prompts below.

I understand that
___________________________________________________________________________________________________
___________________________________________________________________

I realize that

___________________________________________________________________________________________________
___________________________________________________________________

References for Learners

Aguilar, Sherwin M. (2017) Food and Beverage Services, Guide for Beginners (Module) St. Ignatius College
Answering Telephone in Hotel and Restaurants ; Dos and Don’ts (2018) https://www.hospitality-school.com/answerin-
telephone-hotel-restaurant-techniques/
Berger, Molly W. (2011) Hotel Dreams. Baltimore: The Johns Hopkins University Press. P. 15
Buenaobra, Isidro (2012) Professional telephone etiquette. Training Manager at Al Hokair Group.
https://www.slideshare.net/Isidrob228/professional-telephone-etiquette
Rajan, Abhishek (2013) Ancillary Sections of F & B Departments, #IHM Notes, Senior Lecturer, Shimla, Himachal Pradesh,
India
Shirke, Gajanan (2015) Attributes of Food and Beverage Service Personnel, National Institute of Hotel Management.
Nagpur, Maharashtra, India
SOP – Telephone Etiquette in hotels (2020). Set Up My Hotels https://setupmyhotel.com/train-my-hotel-staff/how-to-
define-sop-in-hotels/front-office-sop/186-sop-telephone-etiquette-in-hotels.html
Tata, Jamsetji Nusserwanji (20160) Reservation. Hotel Management Tutor, info@trmtutor,com
 
 Answer Key

Activity #1
1. T 4. T
2. F – French Service 5. F- RM Duties
3. F – Food Attendant
 Activity #5 “Can you name me”

1. A 3. A 5. C 7. A 9. A

2. C 4. A 6. A 8. C 10. D
 

Prepared by:

MR. JULIUS B. PAEZ

Name of Writer

Note: Practice Personal Hygiene Protocols at all times. Please include this in All Learning Activity Sheets.