Food and Beverage

Services NCII
QUARTER
Food and Beverage Services
Food and Beverage Services NCII
Quarter 2 – Module 11: WELCOME GUEST AND TAKE FOOD AND BEVERAGE
ORDERS (OR) LO 3. Take Food and Beverage Service 3.1 Present menu to
customers, take orders completely, and take note of the special requests. 3.2 Repeat
back orders to the guests to confirm items First Edition, 2020 Republic Act 8293,
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Published by the Department of Education - Schools Division of Pasig City

Development Team of the Module

Writer: Angelo L. Dela Cruz
Editors:
Reviewers: Maria Elizabeth N. Villabroza,
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Management Team: Ma. Evalou Concepcion A. Agustin
OIC-Schools Division Superintendent
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Teresita P. Tagulao EdD (Mathematics/ABM)

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City
 Food and Beverage
Services NCII
QUARTER 2
MODULE Welcome Guests
and Take Food and Beverage
14 Orders
Introductory Message

For the facilitator:

Welcome to the Food and Beverage Services NCII- Grade 12 Self-Learning Module on
Welcome Guests and Take Food and Beverage Orders (GO)

This Self-Learning Module was collaboratively designed, developed and

reviewed by educators from the Schools Division Office of Pasig City headed by its
Officer-in-Charge Schools Division Superintendent, Ma. Evalou Concepcion A.
Agustin, in partnership with the City Government of Pasig through its mayor,
Honorable Victor Ma. Regis N. Sotto. The writers utilized the standards set by the K
to 12 Curriculum using the Most Essential Learning Competencies (MELC) in
developing this instructional resource.

This learning material hopes to engage the learners in guided and independent
learning activities at their own pace and time. Further, this also aims to help learners
acquire the needed 21st century skills especially the 5 Cs, namely: Communication,
Collaboration, Creativity, Critical Thinking, and Character 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. Moreover, you are expected to encourage and assist the
learners as they do the tasks included in the module.
For the learner:

Welcome to the Food and Beverage Services NCII-Grade 12 Self-Learning Module

on WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS (GO).
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 material while being an active
learner.

This module has the following parts and corresponding icons:

Expectations - This points to the set of knowledge and skills

that you will learn after completing the module.

Pretest - This measure your prior knowledge about the lesson

at hand.

Recap - This part of the module provides a review of concepts

and skills that you already know about a previous lesson.

Lesson - This section discusses the topic in the module.

Activities - This is a set of activities that you need to perform.

Wrap-Up - This section summarizes the concepts and

application of the lesson.

Valuing - This part integrates a desirable moral value in the

lesson.

Posttest - This measure how much you have learned from the
entire module.
 EXPECTATION

After reading this module, you should be able to:

a) Explain the different types of menus and their advantages and disadvantages;
b) Understand the importance of doing preparations before presenting a menu
card;
c) Acquire the skills in proper food order taking.

PRE–TEST

Read the following test items carefully and choose the correct answer from the
given choices. Write the letter of your answer on the space provided.
_____ 1. What will you say to the customers or guests if you think or feel that they
are now ready to order?
a. May I take your order now Sir?
b. Do you want to order now Sir?
c. Are you ready to order Sir?
d. What is your order Sir?
_____ 2. Which of the following type of menus offers a complete meal with a fixed
price?
a. Table D” Hote c. Du Jur Menu
b. A La Carte d. Cycle Menu
_____ 3. Which of the following is not a proper way of taking guest orders?
a. Write down the orders in triplicate copies; one copy goes to the kitchen,
one for the waiter, and one for the cashier.
b. Take order beginning with the ladies, then the host, last the gentlemen.
c. Ask the customer if he is ready to order.
d. Repeat order of the guest.
_____ 4. Which of the following is the correct way of presenting the menu to the guest?
a. Present the menu to the guest’s left side.
b. Present the menu to the guest’s right side.
c. Present the menu in front of the guests.
d. Present the menu in the back of the guests.
_____ 5. Which of the following is not included in preparing a triplicate docket system
form?
a. Waiters code identification number
b. Waiter’s signature
c. Table number
d. Date
 RECAP

Answer the questions briefly.

1. Give the procedure in unfolding the table napkin to the guest?
2. What are the ways in serving water?
3. Recall the procedures in serving water?

LESSON

Before orders can be taken, the dining guests need to know what food and
beverages items are provided by the restaurant.

Every establishment has a specific protocol for taking orders from the table
and giving them to the kitchen and assembly areas. A new server needs to learn this
protocol as quickly as possible in order to be an efficient team member. Asking for
your order to be a "rush" order is not a good idea, unless there is a really good reason
for it. Servers who are always "rush" orders will find themselves placed at the back
of the queue, more often than not.

Orders can be written on checks, the duplicate of which is given to the kitchen.
If handwriting orders, your handwriting must be legible and easy to understand.
Always use the appropriate abbreviations; do not make up your own -- the kitchen
will not understand them. Keep your original check or ticket as this is your record of
the food that you have ordered from the kitchen, and from which the final bill will be
prepared. Never throw these away. If a mistake has been made, run a line through
the mistake, and, if necessary, have the manager initial it.

PRESENTING MENU AND TAKING ORDERS

LESSON 1: Familiarization of Menu

Menus are divided into two main types, traditionally called à la carte
(according to the card/list) and table d’hôte (table of the host). The key difference
between these two is that the à la carte menu has dishes separately priced, whereas
the table d’hôte menu has an inclusive price, and prices foods together in a group
(set) as a complete meal. There may be choices within each course

Type of Menu
1. The à la carte menu
The key characteristics are:
a. A complete list of all foods served: extensive choice listing under
course headings, or type of meal or cooking method.
b. Each dish is priced separately; shows the price of each dish.
c. All dishes being prepared to order often containing the exotic and
high cost seasonal foods.
d. Usually more expensive: higher cost price.
 2. The table d’hôte menu or set menu
The key characteristics are:
a. Restricted menu: the menu has a fixed number of courses (3 to 4
selections).
b. There is a limited choice within each course.
c. Fixed selling price.
d. All dishes are ready to be served at a time.
e. The menu can be available during a pre-determined time.

Content of Menu

The foods on traditional menus are grouped into categories of related foods
according to the custom and preference of the management.

1. APPETIZERS
 juices, fruits
2. SOUPS
 may be separate or grouped with appetizers, included with table d’ hote
entrees.
3. ENTRÉE
 steaks, seafood, meat, poultry, sandwiches, salads and specialties.
4. DESSERT
 pies, ice cream sherbet and sundaes.
5. BEVERAGES
 coffee, tea, milk and other drinks.
6. COCKTAILS & WINES
 Red wine, White wine and other cocktail drinks.

7. SPECIAL OF THE DAY

 may be a left-over or a seasonal dish or chef’s specialty.
8. SEASONAL SPECIAL
 attached to the menu when there is abundant supply of particular food
available at a low price

LESSON 2: Presenting the menu and Taking the Order

As soon as the captain waiter/waiter or Maitre D’ Hotel sees that all the guests are
comfortably seated, he/she should now present the menu.

Present menu and Order taking

1. Make sure that before presenting the menu it is clean and up to date. You should
always study the menu in advance and be familiar with all menu items.
2. Present menu
• The menu is handed (opened) to each guest, ladies first, then gentlemen,
finally the host.
3. Offer the wine list to host along with food menu, for example, "You might like to
look at the wine list, Sir", using the name of the guest if you know it.
• Guests may not be familiar with all menu items and this requires that you
should be able to assist by:
• Explaining menu terms.
 • Describing menu items.
• Explaining methods of cooking.
• Describing accompaniments, sauces and garnishes.
• Make suggestions and recommendations

Tip: when they have put their menus down, are look around (for you) this is
usually a sign that they are ready to order.

4. Approach table again - offer to take the order. Have duplicate (or triplicate) docket
book and pen ready.
5. Describe menu items and offer suggestions if appropriate, or requested. Be
accurate when describing items. To achieve this, you will need to know your
product.
6. Identify guest menu choices: When taking the order in a clockwise direction. This
will help you to remember which dishes each guest ordered. Your restaurant
should have a standard as to which seat is the number 1 position. Starting at the
number position, list the starters, moving around the table in a clockwise
direction.
7. Take order for Beverage/food – old before young-ladies first, then gentlemen,
finally the host.
8. Fill out Kitchen Order Ticket/Bar Order Ticket, record menu items requested.
Group together:
• Beverage
• All starters
• All soups
• All main courses
9. Take order only as far as main course. You will take orders for sweets and coffee
later.
10. Write clearly and legibly.
11. Ask guests for cooking instructions where relevant, for example, "How would you
like your steak cooked: rare, medium, or well done?”
12. Repeat order to guests for accuracy.
13. Thank guests and remove menus.
14. Take the order for wine and beverages (if applicable). This ensures drinks will be
served at correct time and temperature. Use separate BOT (bar order ticket).
15. Distribute the copies of the KOT/BOT.
• Take top copy of food/Beverage KOT (kitchen order ticket)/BOT and place
food order in kitchen & beverage order at the bar.
• Retain second copy for your record, and for making out the bill, later.
• Third copy goes to cashier (if applicable).

Steps in Presenting the Menu

1. Present menu to each guest, ladies first.

2. In operations with folded menus, the menus should be opened as they are
offered to each guest.
3. Present the menu from the guest’s right side
4. Menu should be presented right side up, that is in a position to be read without
turning them
5. Give 5-7 minutes to the guests to go through the menu.
6. Always point to any recommendation or house favorites.
7. Inform the guest that you will take their order when ready.
8. Maintain eye contact and approach at the appropriate time.
Activity: Taking order

Invite somebody to be your guests. Do the process in presenting menu and in

taking order. Record your conversation in presenting and taking orders.

Waiter: welcome to (restaurant’s name). Here are your menus. Today’s special is
grilled salmon. I’ll be back to take your order.
Waiter: Are you ready to order?
Guest 1: I’d like the seafood spaghetti.
Waiter: and you?
Guest 2: I’ll have a hamburger and fries.
Waiter: would you like anything to drink?
Guest 1: I’ll have a coke, please.
Waiter: And for you?
Customer 2: Just water, please.
Waiter: OK. So that’s one seafood spaghetti, one hamburger and fries, one coke, and
one water’
Waiter: Is that all Sir/Ma’am?

Order Taking Procedures

Taking the order in the restaurant is a critical task, and often the success of
the meal can depend on the order taker taking the order correctly. Care should be
taken when receiving an order to ensure that the guest's instructions and requests
are understood and communicated accurately to the kitchen or bar.

Steps in Order Taking:

1. When the guests seem ready to order, stand near the table
2. Stand straight, with both feet on the floor
3. Offer and explain the house specialties and menu enthusiastically.
4. Answer the guests' questions honestly but without speaking badly of any dish
on the menu
5. Make suggestions and offer alternatives
6. Ask for the order. Address ladies before gentlemen, unless there is an obvious
host who may be ordering for the table
7. Hold the order-taking pad in your left hand.
8. Stand to the right of the person whose order is being taken
9. Be quick, yet courteous
10. Maintain a conversational tone even if it’s busy and noisy. Don’t shout and
don’t ask guests to shout their order
 11. Repeat the guest order accurately
12. Always smile and be attentive

Order Taking

 Check with the guests if they are ready to place the order, by inquiring “May
I take your order Sir/ Madam” or “Are you ready to place your order Sir/
Madam”? Stand straight at a position where it is convenient to talk to the
guests.
 Assist the guest in choosing the best dish on offer, use ‘suggestive selling’ or
‘upselling’ techniques.
 Takedown the order systematically on KOT (Kitchen Order Ticket) After taking
order, repeat the order.
 Take menu card back from the guests and put it back in place.
 Inform the guests of the approximate time it would take to serve the food.

Methods of order taking

Essentially there are three methods of taking food and beverage orders from
customers.

Main methods of taking food and beverage orders

1. Triplicate - Order is taken; top copy goes to the supply point; second copy
is sent to the cashier for billing; third copy is retained by the server as a
means of reference during service
2. Duplicate - Order is taken; top copy goes to the supply point; second copy
is retained for service and billing purposes
3. Service with order - Order is taken; customer is served and payment
received according to that order, for example, bar service or takeaway
methods

Triplicate checking method

This is an order taking method used in the majority of medium and large first-
class establishments. As the name implies, the food check consists of three copies.
To ensure efficient control the server must fill in the following information in the four
corners of information on the Kitchen Order Ticket/Bar Order Ticket (KOT/BOT) for
control purposes:

◗ table number
◗ number of covers
◗ date
◗ signature of server taking the order
See the sample image of KOT/BOT below:

Did you know? Waiting time

One of the most common complaints that guests have in restaurants

concerns the amount of time they have been kept waiting - either for service or for
food or drink. Waiting time must be kept to a reasonable minimum between courses.
If guests are kept long without food or drinks, it gives them sense of not being cared
and gives the establishment a bad name. So, the timing of service is important to
everyone for different reasons:
• Guests might be hungry or tired and therefore impatient to get their meal or
drink.
• Food/beverage service staff want to avoid stress and allows serving time,
especially if there is more than one table to serve.
• Food production staff want to have sufficient time to cook, especially if it is
an A La Carte menu.
Exercise: Filling up Order Slip

Reading the docket: Look at the docket below. Can you see each of the 9 items listed?

Encircle these things:

1. Time the order was taken

2. Who took the order
3. Table number
4. Number of customers at the table
5. Docket number
6. Number of each dish ordered
7. Description of the dish that has
been ordered.
8. Any special requests
9. Position number of the customer
who ordered the dish

Everything above the line is the entrée and everything below is the main course.
 ACTIVITIES

Writing a docket: How will you write the information in the docket. Write it on the
docket below. Make sure the kitchen can read it. If you make a mistake, ask your
trainer for another copy of the docket.

Four customers arrive at 7.30 p.m. and sit on Table 1. This is their order:

Position 1: Entrée – Prawns Main – Salmon

Position 2: Entrée – Soup Main – Steak rare
Position 3: Entrée – Cheese tart Main – Pasta
Position 4: Entrée – Prawns Main – Steak medium
 WRAP–UP

The setting out of a menu is very important not only to the customer but
also to the waiter/waitress. The customer wants a menu that is easy to read and
understand, while the waiter/waitress needs to be able to locate items quickly to be
able to find them for the customer. For these reasons’ menus are usually set out in
sections, which differ depending on the type of menu. While, taking an order from
a customer is a skill that needs to be learned, the waiting staff will need to know all
of the dishes on the menu, their names, what ingredients they contain, how they are
cooked, and how much they cost in order to help a customer choose their meal.

VALUING

Much like good food, great service is unforgettable. Provide service that really impress
your diners and you can be sure that they will spread the word about your restaurant
to their friends.
Through the menu, customers are kept informed of what dishes are available in the
restaurant and the price per dish. The menu also allows restaurant operators to
promote certain dishes in high visibility positions.
Why it is important that a Food and Beverage Service Attendant (FBSA) / waiter be
familiar with the menu of the restaurant while he/she is working? -
__________________________________________________________________________________
__________________________________________________________________________________
________________________________________________________________________.
 POST TEST

TRUE OR FALSE: Read the statement below. Write T if the statement is correct
and write F if the statement is incorrect. Write your answer in the space provided.

_____ 1. Upon presentation of menu, request your guest to order, to ensure

they will be served right away.
_____ 2. Jot down on your order pad all the orders of your guests, including
additional details to ensure you do not forget any information.
_____ 3. Start taking the order of the ladies, then the other guests present at
the table.
_____ 4. Repeating the guest’s orders ensures the kitchen staff will not make
any mistakes in preparing the various food orders.
_____ 5. After all the guests have given their orders, it is polite to ask if they
would like to order more.

KEY TO CORRECTION

5. F A 5.
4. T B 4.
3. T C 3.
2. T A 2.
1. F B 1.

POST TEST PRE TEST

 R E F E R E N CE S

Books
Lilicrap, D. and Cousins, J.; Food and Beverage Service; Eighth Edition, Hodder
Education, London, 2010.

Australian Aid ASEAN William Angliss Institute. Provide Food and Beverage
Services. Trainee Manual© ASEAN 2013 (Melbourne, Australia: William Angliss
Institute of TAFE, 2012).

Photos

Australian Aid ASEAN William Angliss Institute. Provide Food and Beverage
Services. Trainee Manual© ASEAN 2013 (Melbourne, Australia: William Angliss
Institute of TAFE, 2012).