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Development Team of the Module:
Development Team of the Module
Authors: Zyra
Authors: ZYRA B. ANDOY, MA, B. Andoy,
JORGE Ma D. LAYA, MBA – HM,
MARTIN
KWEENY MARIE S. SAMSON, Jorge
LPTMartin D. Laya, Mba – Hm,
Editor: Name
Kweeny Marie S. Samson, Lpt
Illustrator: Wilmer Bodiongan
Reviewers: Name
Joshua T. Caburatan
Illustrator: Name
Management Team:
Layout Artist: Name
Chairperson:
Management Team: Name Dr. Arturo B. Bayocot, CESO III
Regional Director
Co-Chairpersons: Dr. Victor G. De Gracia Jr., CESO V
Asst. Regional Director
Printed in the Philippines by ________________________
Mala Epra B. Magnaong
Department of Education – Bureau of Learning Resources (DepEd – BLR)
CES, CLMD
Members:
Office Address: Dr. Bienvenido U. Tagolimot, Jr.
___________________________________________
___________________________________________
Telefax: Regional ADM Coordinator
___________________________________________
E-mail Address: Elson C. Jamero
___________________________________________
EPS-Designate-TLE
TABLE OF CONTENTS
Page
COVER PAGE i
COPYRIGHT PAGE ii
TABLE OF CONTENTS iii
TITLE PAGE iv
Introduction 1
Pre – Test 3
Activity 1.1 6
Welcome and Greet Guests Procedure 7
Enrichment Activity 9
Generalization 16
Application 17
Introduction 12
Activity 3.1 12
Escorting and Seating the Guest Procedure 13
Enrichment Activity 16
Generalization 16
Application 17
Introduction 18
Activity 3.1 18
The Menu 19
Activity 3.2 20
Order Taking Procedure 20
Activity 3.3 21
Generalization 22
Activity 3.4 22
Assessment 32
Reference 34
Lesson
FBS: Welcome and Greet
1 Guest
Welcome to this module! You must be very excited to start with the learning
activities. The learning exercises in this module have been designed to provide you
with rich, encouraging and interactive learning experiences that will help enhanced
better your communication in English. Please familiarize the different sections of
this module.
This section starts to explore the learning activities that will take place when
the customer arrives at the food and beverage establishment. You will learn the
proper way of welcoming and greeting the guests, seating the guests, taking food
and beverage orders, and liaising between kitchen and dining room area in
accordance with the established standard procedure.
This module is about welcoming guests and taking Food and Beverage
orders. You will be guided on the proper way and sequence of the service upon
arrival of the guests, and expansions are discussed in the following lessons:
For you to achieve the objectives of this module, here are some steps to
follow:
1. Reading is the key and following instructions carefully will help you
comprehend each lesson well.
2. Take note and record points for clarification.
3. Do the activities to fully understand the lessons.
Being familiar with the following terms will help you get the most from this
module:
Terms Definition
A La Carte Menu Multiple choice menu in which each item is
listed down in specific sequence which is priced
individually.
Banquet A formal and extravagant meal for many
people, usually followed by speeches.
Breakfast Menu Fairly standardize menu that includes juices,
cereals, eggs to order, breakfast meat like bacon,
sausages or ham, waffles, and pancake.
Booster seats/booster A chair intended for children.
cushion
Complementary Drinks Free drinks offered to guests once they
arrived or are seated.
Computerized Control A docket system that is widely used in
System restaurants, residential hotels, and large
establishments where orders are entered by
waiters at one terminal or more.
Customer/ Guest A person who buys products and services
offered in the restaurants.
Cycle Menu Set of dishes or menu items that are
different for each day or week during a cycle.
Degustation Menu “Chef’s tasting menu”, this type of menu is
described as “showcase the chef’s flair for
combining flavors and textures”.
Duplicate docket A traditional manual system which can be
system preprinted, often used in medium and large- sized
hotels and restaurants with a limited menu.
Du Jour Menu or Daily “Du Jour” a French term means “dish of the
menu day”, which restaurants used available seasonal
ingredients to prepare the freshest food possible
for the day; e.g. “Soupe du jour” means soup of
the day.
Electronic Order Pad An order entry tool which provides all the
items in the menu list to take note of the
customers’ order quickly.
Floor Plan
What I Know
Pre – Test
Direction: Read the following test items carefully and choose the correct
answer from the given choices, write your answer in your activity notebook.
2. A couple entered the restaurant, however, all the tables were already
occupied. As a receptionist, what will you say to the couple?
A. “My apology sir/ma’am but all seats are occupied at the moment. Would
you like waiting at the lounge and I’ll call the moment we have a table
available for you.”
B. “My apology sir/ma’am but all seats are taken at the moment. Would
you mind waiting at the lounge for five minutes and I’ll call the moment
we have a table available for you?”
3. What other way can you do towards a guest who claims a confirmed booking
when in fact they never made one?
A. Decline the guest form dining in your restaurant and notify that they
have not created one
B. Apologize profusely, and offer another session of a meal if and only if
you have vacancy
C. Honestly inform the guest that you are into computerized system a no
results were found under their name
D. Adopt the stance that says “If we can’t find your booking, you didn’t
make one
4. How else can you do to accommodate a walk in guest that arrives in your
restaurant at earlier time and wants to dine in your restaurant even if you are at
full house status at twenty one hundred hours?
A. Offer some bar service towards your guest while waiting in the lounge
and inform them whenever a table is already available
B. Decline the guest for a dining experience in your restaurant, instead
transfer to your nearby sister establishment
C. Ask whether they could be finished by 8:45 pm so you can re-set it for
the reserved guest
D. Create another time schedule for guest reservation and transfer them to
nearby restaurant
5. How else should you state an acceptable standard spiel when asking the guest
table approval before seating?
A. Do you want this seat ma’am/sir?
B. How about seating here ma’am/sir?
C. Will this table be alright for you ma’am/sir?
D. Is this table okay ma’am/sir?
6. What is the shape of the napkin after successfully draping on the lap of each
guest?
7. What could be done by a certain restaurant staff to maximize sales before the
actual order taking?
A. Individually distribute menus to guests
B. Offer the drink list with the host after seating
C. Utilize suggestive selling during order taking
D. Ask guest water preference after seating
8. How do you call the price list of food and beverage items available in
restaurants?
9. Which of the following choices best describes the event where can you utilize
prix fix type of menu?
A. Normal day to day dining B. Restaurants
C. Banquet Functions D. Hotels
10. Which of the following choices is UNLIKELY to describe the purpose of taking
food orders?
A. Informs the kitchen or bar staff of the order
B. Informs the service staff of any changes needed to the cutlery
C. Identifies who is eating or drinking the items ordered
D. Provides the basis on which are VIP and regular guest
12. What should be suggested to a guest after ordering the main course?
15. Which of the following is the traditional manual system that is often used in
medium and large sized restaurants?
A. Triplicate Docket System
B. Duplicate Docket System
C. Electronic Billing System
D. Computerized System
What’s In
You are done with the basics in dining management during the previous
module. You already mastered the procedure on taking table reservation,
familiarized the different cutleries, tableware and glassware necessary for service.
Different table napkin folding and table skirting design and procedures were
already attained and acquired. In this module, your communication skills will be
enhanced because you are going to deal with the ways to handle guests in the
dining area.
What’s New
The person who welcomes and greets upon the arrival of the guests is the
receptionist, also known as host or hostess. The receptionist must set the positive
mood and ambience of the diners to enjoy their dining experience. It can be
achieved if the receptionist wears his/her best smile, enthusiastic but respectful
since he or she is the first contact of the guests. Remember that customers like to
be pampered, and they should always be treated with importance. In addition, the
welcoming and greeting of the guests upon arrival can also be done by the head
waiter.
What is It
1. Acknowledge guests as soon as they arrived at the restaurant. When the guests
arrive, open the door. Walk towards the guests, make a pleasant eye contact,
and welcome them with an appropriate greetings. If it happens that you are
busy with another guests, acknowledge the new guest by making eye contact
and say;
“I’ll be right back with you.” Or simple hand gesture or smile will do.
2. Greet guests with an appropriate welcome.
Welcome guests with an appropriate greetings according to their gender, and
time of the day. Address them with the appropriate greeting for the time of the
day as follows,
00:00—11:59 – “Good Morning”
12:00 – 06:59 – “Good Afternoon”
07:00 – 12:59 – “Good Evening”
*Note that, by greeting them with their names, it would let them feel that they
are important.
3. Checking reservations.
Politely ask if they have reservation, if they do, ask the guest’s name
in the reservation list and guide them to the reserved table. Make
sure that their table is prepared in advance.
Or
Another situation is, if the guest doesn’t hold any reservation. The receptionist
must ask how many are dining and ask their preferred section in the dining
room/restaurant. (e.g., smoking or non-smoking room, near the window, corner
table, among others).
“How many are we expecting in the party, sir/ma’am?
The receptionist will also hold them for a moment to check if there are still tables
available. In case all tables are already occupied, politely inform the guest and
ask them if they can wait at the lounge.
If the guests will wait at the lounge, they should be informed about the length of
waiting time or period honestly, to avoid bad impression from the guests. Explain
to the guests that there will be a table ready in the few minutes or the table are
currently being cleared and set.
If you anticipate a long waiting time period, the receptionist may offer
complimentary drinks and lead them to a place where they can wait comfortably.
Say: “My apology sir/ma’am but all seats are taken/occupied at the moment.
Would you mind waiting at the lounge and/or bar area for five minutes
and I’ll call the moment we have a table available for you?”
Don’t just say;
“I’m sorry we are full at the moment”.
Special needs customers
Guests may also have a special needs and simple observation will identify
many of these. Don’t wait to be asked if you think there is a special need, be
proactive and offer it to the guests. These special needs are currently include but
not limited to:
Easy access to the guests table because of a disability.
A booster seat/high chair for infants.
Warmer equipment of a bottle for babies.
Appropriate food for those with special dietary needs as indicated in the
reservation information.
Privacy for romantic couples, and business people – to the best extent
possible.
Offering pre-meal services
As and when circumstances dictate, or opportunities present themselves
like all tables have already been occupied, pre-meal services can be offered
to guests. These services include but not limited to:
Bar service – it may be appropriate to offer guests the bar services before they
go to their table and/or while waiting for a vacant ready table.
Lounge and waiting areas. This saves the guests from possible
embarrassment, and rather, demonstrates excellent customer service and
indicates that you are tuned in to individual needs. You can offer the
customer something to read while they patiently waiting.
Valet services. Common services available for guests include but is not limited
to valet parking, car retrieval, car rental, booking of tickets, and arranging of
taxis to guests.
What’s More
Receptionist: Will this table be alright with you? I’m sure this could be a
nice area for dining ma’am/sir as you can witness here the sunset while
dining.
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Congratulations! You are almost done with the lesson. For the teacher to
assure that you apprehend the lesson well, in your activity notebook, write at least
5 sentences on what you capture about the lesson.
___________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
What I Can Do
Write a spiel following the situation below, apply what you have leaned, and
put your spiel in your activity notebook.
A group of young lady decided to dine at Self-Check Restaurant without prior
reservation. Unfortunately, as the Receptionist check the floor plan, it was found
out that there were no tables available at the moment. As a receptionist, what best
move will you do?
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Lesson
FBS: Seat the Guest
2
What I need to know
We are now on the next lesson, good job! After going through this lesson,
you are expected to:
What’s In
What’s New
12
What is It
13
If the guests allow you, from the right-hand side of the guests, remove
the napkin that has been provided as part of the setting. Unfold it into a
triangular shape and drape it across the guest’s lap without touching any
body parts of the guest. Laid napkins should be pointed side facing away
from them. Note that some guests will prefer to place their own napkin, so
be aware of the guests’ body language at all times, and certainly don’t force
this service on anyone.
A comment such as “Excuse me ma’am/sir, may I unfold the table napkin
for you?” may be appropriate.
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2. While leading your guest to their table, make sure that you’re already
carrying the menu and drink list professionally with your one hand and
another hand half wide open to lead the guest where you are heading to.
What’s More
Congratulations! You’re almost finish with this lesson. For the teacher to
assure that you apprehend the lesson well, in your activity notebook, write at least
5 sentences on what you realize about the lesson.
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________________________________________________________________
________________________________________________________________
________________________________________________________________
What I can Do
Write a spiel following the situation below, apply what you have leaned, and
put your spiel in your activity notebook. Let’s see how you’ll deal with the given
scenario.
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Lesson
FBS: Take Order
3
What I need to know
We are now on the third lesson of this module, keep it up! After going
through this lesson, you are expected to:
What’s In
You were taught how to seat guests in the previous lesson. You were also
guided with the sequence of events once the guests are already seated. We are
now on the next lesson of this module, I hope you learn as you go through the
module, you’ll learn and have fun. Good luck!
What’s New
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What is It
19
What’s More
Let’s Try Activity 3.2! - As you read, you discover information about the
different types of menu. Use a Venn diagram below to see the similarities and
differences of these types of menu.
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4. Ask the guests how he wanted a. Egg, “how would you like the egg
his/her dish to be prepared, this is done sir?”
mostly applicable but not limited to: b. Steak,” “how would you like the
a. Egg steak done sir? Rare, medium rare,
or well done?
b. Steak
5. When the guests is done ordering, Say: May I repeat your order, __________.
REPEAT his/her order. Did I get your order right ma’am/sir?
6. Indicate the time of serving Say: Your order will be served within 30
min. would that be alright with you
ma’am/sir?
7. Place your order to the kitchen Excuse yourself, but before leaving, tell
guests that you are just in your post
whenever they need anything.
8. The Plus Minus Technique Adjust the cover according to the guests’
orders. Which means removal of the
unnecessary table appointments of
courses that have not been ordered, and
add those which are included otherwise.
What’s More
Let’s Practice Activity 3.3! - As you read, you determine the steps in order
taking procedure. Using the graphic organizer below, fill in the appropriate spiel of
the order taking process. Your work will be rated using the rubrics below:
Order
Taking
Procedure
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establishments’
standard procedure
2. Special needs and
requirements are noted
accurately.
3. Suggestions and
upselling were carried
out.
4. Orders are repeated
back to the guest to
confirm items
5. Adjust tableware and
cutleries appropriate
for the menu choices in
accordance with
established procedure.
What I can Do
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Lesson
FBS: Liaise between kitchen
4 and dining area
We are now in the last lesson of this module, good job! You are almost
done in this module, way to go buddy! At the end of this module, the you are
expected to:,
1. Check tables ware for chips, marks, cleanliness, spills, and drips,
2. Carry out plates and trays safely,
3. Place and send orders to the kitchen promptly
4. Relay information about special requests of the guests; and
5. Apply manual system in taking order.
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New and existing restaurant owners will always got to continue so far on the
newest restaurant technology. Deciding what restaurant technology to use in your
restaurant and what technology to not use are often a challenging task. This article
will check out what the essential and most vital restaurant technology is for
restaurants and then take a glance at what I call optional technology. There are
several categories of restaurants. Each category of restaurant will need certain sort
of technologies while some technology is important for all categories of restaurants.
Here are the technologies that each restaurants must have
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Below is an example of an easy to read food docket: note how each person has
been numbered to identify their meal selections.
2. Software applications
This computerized system enables electronic management of food and
beverage orders.
A main terminal enables data input to the system. This data comprises the
menus for all the restaurants attached up to the system, alongside prices of every
item. This information might be input by the F & B Manager or receptionist.
Each outlet has its own terminal that displays the menu. This is a touch
screen as there’s no keyboard kind of traditional computer. Printers are an integral
part of a system and that they are present in each of the food outlets, as well as in
the kitchen.
As an order is taken by waiting staff, the order is entered into the system,
via the POS terminal. A ‘table tracking’ facility is activated in order that dishes are
often added to the initial order, and tracks are often kept of the order for the
nominated table number.
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The system also features a facility for every table to possess seat numbers
assigned to their particular order.
The order is then sent to the specified service point, which can normally be
the kitchen and should include the bar. The order is printed call at restaurant area,
detailing not only the things required, but also the table number, time as well as
name and/or number of the waiter/s.
Orders may be changed as guests change their minds, or as other
circumstances dictate.
Food and beverage orders are often entered at just one occasion, or using
the table tracking facility, separately by different waiters.
Items that have been incorrectly entered can be deleted and items can be voided.
Both food and beverage are often added to the account during the meal.
Entering a dish or a beverage automatically triggers the designated price.
When the guest requests their account, the system enables printing of their
bill. Various adjustments are often made to the account enabling discounts and
vouchers to be used.
POS capabilities:
Act as register as well as computer.
Calculate cash due.
Record payment method.
Keep track of the cash in cash drawers.
Create sales report.
Keep track of menu items sold.
Track inventory.
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iv. Digital Menu Boards – This technology enables the menu in the stores to be
displayed on screens instead of the traditional printed material. This
technology has advantages in that it will reduce costs of the printed menus
and reduce the labor to change, manage and send the printed menus. This
technology is most useful for fast casual and quick serve restaurants where
there is not wait staff. Digital Menu Boards are good for restaurants that
change the menus often, but still most restaurants used menu cards or
books to be given on the guests upon arrival.
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Whats More
Activity 4.1
Direction: Read the following items carefully and choose the correct answer from
the given choices. Encircle the letter of the correct answer.
1. It is the guidelines cover policy such as not charging for items that were not
delivered or not charging person X for something that person Y received.
A. Speed B. Accuracy C. Honesty D. Customer service
2. What detail fully the nature of all charges so that no confusion or suspicion
about charges exists.
A. Speed B. Accuracy C. Explanation D. Customer service
3. What checks all entries, extensions, additions and other calculations to make
sure that the customer isn’t overcharged and that the venue captures all the
revenue to which it is legitimately entitled.
A. Speed B. Accuracy C. Honesty D. Customer service
4. Treating customers with the courtesy they merit in relation to the taking of the
order, processing of the order and presentation of the account for payment.
A. Speed B. Accuracy C. Honesty D. Customer service
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Scenario: You have two system used in your restaurant the duplicate docket system
and manual system in taking order. You have 2 guests who arrived and ordered the
following foods. How will you
fill out the manual docket with
the following details:
Number of cover: 2
Date: 1/29/2020
Food items:
2 bowl bulalo
2 cup rice
1 order pizza
2 glasses orange juice
1 slice of biko
Date Server:
Table No. 5 No. of Covers:
Quantity Item
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Food servicing starts with welcoming the guest. In greeting the guest,
always wear a smile and establish eye contact. Approach the guest, look at
each one, greet them with a smile and mention their name (if known)
When Escorting and seating the guest, walk a little ahead of them to their
table. Endorse them to the captain waiter and assist them in getting seated.
When presenting the menu, approach the guests on their table, stand on
the RIGHT SIDE, introduce yourself to the guest, and hold the menu card
at the bottom facing the guest if it’s an open type of menu. Open it to the
specialty of the establishment or the menu of the day. If not, hold it the upper
portion with the cover facing the guest.
When Taking orders Approach the guests table, stand on the right side with
the note pad and ballpoint pen on your hand. Ask customers if they are
ready to order. Take the order beginning the ladies, then the gentlemen
and lastly the host.
Restaurant Technology is very important when it comes to maintaining
connection between restaurant and kitchen. It’s one way to help them to
have understanding on the whole operation that is happening.
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Assessment
Direction: Read the following test items carefully and choose the correct
answer from the given choices, write your answer in your activity notebook.
1. What attitude must be possessed by a waiter in observing and/or attending
guest’s special needs to let them feel a warm and sincere welcome?
A. Quiet
B. Proactive
C. Discreet
D. Obsessive
2. Which of the following choices supports the appropriate action that must be
taken by a waiter upon checking a surprise birthday cake with the host?
A. Checking obviously upon greeting
B. Confirm discreetly elsewhere
C. Announce clearly at the table
D. Openly inform at the table
3. Which of the following choices is the BEST recommended spiel to welcome
and greet guest on arrival?
A. Welcome to our grand restaurant night, it is a night for you to
remember!
B. How are you today ma’am, Isn’t it cold today. Do you have
reservations?
C. Good morning Ma’am, how are you today? Are we holding any
reservation from you?
D. Good morning Ma’am, welcome to VNHS restaurant, are we holding
any reservation from you?
4. What seems likely to be the hospitality connotation: “greet and seat”?
A. Welcoming the guest with a golden smile before seating them
B. Greeting guests on arrival and accompanying them to their table to
seat them
C. Checking the reservation with sincerity and leading them to the table
D. Acknowledging the guest arrival with proper salutation using their
surname
5. What rule is followed by a planned menu if it looks to the length of meal
preparation, amount of experience and time available.
A. Nutritive aspect
B. Economic aspect
C. Managerial aspect
D. Aesthetic aspect
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11. Which of the following choices is LIKELY to describe the proper changing
of silverwares in guest table?
A. Change silverwares in a counter clockwise direction
B. Change the silverwares ladies first
C. Change the knife side first before the fork
D. Change the fork side fist before the knife
12. How should you remove and replace glassware before serving the win?
A. Handle using your clean hands and replace
B. Carry and remove using bar tray
C. Carry the right glass along with the wine
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Congratulations! You are done in this module, Good Job! Practice the skills and
in a long run you’ll be a skilled food and beverage attendant! Good Luck!
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Post Assessment
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REFERENCE
Manual/Hand Out
Books
Arcos, Cristeta M., Flores, Jelly M., and Yu, Evangeline V. Food and Beverage
Services Manual: Technical-Vocational-Livelihood- Home Economics First
Edition – Department of Education – Bureau of Learning Resources. Pasig
City, Philippines: Sunshine Interlinks Publishing House, Inc 2017.
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