CBLM FSM Delfin

HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
Welcome to the module in FOOD & BEVERAGE SERVICES NCII QUALIFICATION.

This module contains training materials and activities for you to complete.
The unit of competency “Welcome guests and take food and beverage orders”
contains knowledge, skills and attitude required for TRAINEES.
You are required to go through, a series of learning activities in order to complete
each learning outcome of the module. In each learning outcome are Information
Sheet, Self-Checks, Task Sheets and Job Sheets. Then follow these activities on
your own. If you have questions, don’t hesitate to ask your facilitator for
assistance.
The goal of this course is the development of practical skills in supervising work-
based training. Tools in planning, monitoring and evaluation of work-based
training shall be prepared during the workshop to support in the implementation
of the training program.
This module is prepared to help you achieve the required competency, in “FOOD
AND BEVERAGE SERVICES NCII”.
This will be the source of information for you to acquire knowledge and skills in
this particular competency independently and at your own pace, with minimum
supervision or help from your facilitator.
Remember to:
 Work through all the information and complete the activities in each
section.
 Read information sheets and complete the self-check. Answer keys are
included in this package to allow immediate feedback. Answering the self-
check will help you acquire the knowledge content of this competency.
 Perform the task sheets and job sheets until you are confident that your
output conforms to the performance criteria checklist that follows the
sheets.
 Submit outputs of the task sheets and job sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall serve
as your portfolio during the institutional competency evaluation.
 A certificate of achievement will be awarded to you after passing the
evaluation. You must pass the institutional competency evaluation for this
competency before moving to another competency.
Date Developed: Document No. APC-FSM-

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WELCOME GUESTS AND March 2023 Issued by:
TAKE FOOD AND BEVERAGE Developed by: APCI
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FOOD AND BEVERAGE SERVICES NCII
Contents of this Competency – Based Learning Materials
No. Unit of Competency Module Title Code
1 Prepare the Dining Preparing the dining TRS512387

Room/Restaurant Area for room/restaurant area
Service for service
2 Welcome guests and take Welcoming guests and TRS512388

food and beverage orders take food and beverage
orders
3 Promote food and Promoting food and TRS512389

beverages products beverages products
4 Provide food and beverage Providing food and TRS512390

services to guests beverage services to
guests
5 Provide room service Providing room service TRS512391
6 Receive and handle guests Receiving and handle TRS512392

concerns guests concerns
MODULE CONTENT
Qualification : FOOD & BEVERAGE SERVICES NCII
Unit of Competency : WELCOME GUESTS AND TAKE FOOD &

BEVERAGE ORDERS
Module Title : Welcoming guests and take food & beverage

orders
MODULE DESCRIPTOR:
This unit deals with the knowledge and skills required in providing Pre-meal
services to the dining guests as soon as they arrive in the food service facility. It

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covers the dining room or restaurant service procedures before the food and
beverage orders are served. This unit involves the initial steps in the sequence of
service that includes the welcoming of guests, seating the guests, taking food and
beverage orders and liaising between the kitchen and the service area.
LEARNING OUTCOMES:
At the end of this module the student will able to:
1 Welcome and greet guests
2 Seat the Guests
3 Take food and Beverage orders
4 Liaise between kitchen and service areas
ASSESSMENT CRITERIA:
1.1 Guests are acknowledged as soon as they arrive.

1.2 Guests are greeted with an appropriate welcome.
1.3 Details of reservations are checked based on established standard policy.
2.1 Guests are escorted and seated according to table allocations
2.2 Tables are utilized according to the number of party.
2.3 Guests are seated evenly among stations to control the traffic flow of
guests in the dining room.
2.4 Cloth napkins are opened for the guests when applicable.
2.5 Water is served when applicable, according to the standards of the food
service facility
3.1 Guests are presented with the menu according to established standard
practice.
3.2 Orders are taken completely in accordance with the establishment’s
standard procedures.
3.3 Special requests and requirements are noted accurately.
3.4 Orders are repeated back to the guests to confirm items.
3.5 Tableware and cutlery appropriate for the menu choices are provided and
adjusted in accordance with establishment procedures.
4.1 Orders are placed and sent to the kitchen promptly.
4.2 Quality of food is checked in accordance with establishment standards
4.3 Tableware is checked for chips, marks, cleanliness, spills, and drips 4.4
Plates and/or trays are carried out safely.
4.5 Colleagues are advised promptly regarding readiness of items for service
4.6 Information about special requests, dietary or cultural requirements is
relayed accurately to kitchen where appropriate.
4.7 Work technology are observed according to establishment standard policy
and procedures

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LEARNING OUTCOME NO. 1
WELCOME AND GREET GUEST
CONTENT:
 Greet and Acknowledge the Guest
 Greet the guest
 Reservations Standard Policy
ASSESSMENT CRITERIA
After going through this module, you are expected to:
 Acknowledge guest as soon as they arrive at the restaurant;
 Greet guests with an appropriate welcome;
 Check details of reservation based on established standard policy;
CONDITION:
The trainee / student must be provided with the following:
 Work place
 Tools
 Furniture
 Laptop
 Paper/Pen
METHODOLOGY:
 Lecture
 Discussion
 Film viewing
 Demonstration
ASSESSMENT METHOD:
 Oral examination
 Written examination
Performance test
Learning Experiences
Learning Activities Special Instructions
Read Information Sheet 2.1-1 on This learning outcome deals with the

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Great and Acknowledge the Guest. development of the Institutional
Competency Evaluation Tool which
Answer Self Check 2.1-1 on Great the trainees after finishing a
and Acknowledge the Guest. competency of the qualification.
(Compare with answer key 2.1-1) Go through the learning activities

outlined for you on the left column
Listen to lecturer on learning content to gain the necessary information or
2.2-1 knowledge before doing the tasks to
practice making the parts of the
Answer trainer follow up question
evaluation tool.
Perform Demonstration on Task
sheet 2.1-1 Greet and Acknowledge The output of this LO is a complete
the Guest. Institutional Competency Evaluation
Evaluate performance based on Package for one Competency of your
Performance Criteria Checklist 2.2-1 qualification.
Read information Sheet 2.1-2 on
welcome and greet guest Feel free to show your outputs to
Answer Self Check 2.1-2 on your trainee as you accomplish them
welcome and greet guest. for guidance and evaluation of your
(Check answer base on the answer output.
key 2.1-2)
After performing the activities of LO1
Listen to lecturer on learning content WELCOME AND GREET THE
2.2-2 GUEST you may proceed to LO2
SEAT THE GUEST, so on and so far.
Answer trainer follow up question
Perform demonstration on task

sheet 2.1-2 welcome and greet guest
Evaluate performance criteria

checklist 2.2-2

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Read Information Sheet 2.1-3 on
Check Reservation Detail
Answer Self Check 2.1-3 on Check
Reservation Detail
(Compare with answer key 2.1-3)
Listen to lecture on learning content

2.1-3
Answer trainers follow up question
Perform demonstration on task
sheet 2.1-3
Evaluate performance using
performance criteria checklist

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Definition of Terms
Term Explanation
Account A folio or file in which transactions can be recorded
‘Accoutrements’ Items used to fit out the tables. Also referred to as center
pieces
It is the term used for a menu that has individually priced
A la carte dishes. A la carte means ‘from the card/menu’
A la carte setting Basic table setting for an individual cover
The process undertaken at the end of a shift to determine if

Balancing actual takings balance or match recorded takings
Bain Marie A large pan that is filled with hot water and has a heat
source: smaller pans can be set in the larger pan to keep
food warm or cook food slowly
Briefing A meeting to discuss an upcoming shift
A specific amount of money, made up of various

Cash Float amounts, used for cashiers to give change
Centerpiece A large central object which serves a decorative purpose
Charge A transaction resulting from the sale or use of a product or

service
Checklist List used to identify complete list of activities to be
performed
Contamination Spoilage of safe food: food must be thrown out
Cover A place setting for a guest OR word used to describe the

number of guests
A term used to identify plates, cups, saucers and bowls

Crockery normally made from china
Cruet French term for salt and pepper shakers or an oil and
vinegar set
Customer A person who purchases goods or services from another;
buyer, patron

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A term used to identify knives, forks, spoons,
Cutlery teaspoons and service utensils made from stainless
steel.
Dining The dining area
environment
EFTPOS Electronic Funds Transfer at Point of Sale. An electronic
method of payment using a credit or debit card
Financial The monetary dealings between the customer and the
transaction establishment
Gueridon trolley A movable service or trolley from which food be carved,
filtered, flambéed or prepared and served
A period of time in which different shifts will have time to
Handover exchange information that will benefit and ensure the
smooth continuation of the department.
An account established for a person or company
House account who is not accommodated in a guest room
Maitre A dining room attendant who is in charge of the waiters
d’/Maître and the seating of customers
d'hôtel
Mill Used to grind salt and pepper; a grinding mill grinds solid
materials so they are smaller
Mise en place French term meaning ‘put in its place’s the preparation
of items and areas before service
The tasks, responsibilities or step by step instruction to be
Opening performed before the start of service
procedure
POS terminals Point of Sale terminals or cash registers
Post mix A drink dispensing system for simultaneous dispensing of

syrup and water/soda in a single valve chamber to produce
a flavored drink
Smorgasbord An assortment of foods served as a buffet meal
Table d'hôte A French term meaning ‘host's table’

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LO 1 WELCOME AND GREET GUEST
INFOMATION SHEET 2.2-1 ACKNOWLEDGE THE GUEST
Learning Objectives
After reading this INFORMATION SHEET, you must be able to:
1. Properly acknowledge a guest.
2. Know the importance of acknowledgment
3. Know the 10 & 5 Rule
A Brief Introduction/History on this Learning Content
To make a guest feel welcome and important, whenever any guest

arrives, it is responsibility of the service staff to approach and meet the
guest with a smile, maintain eye contact and with proper body posture greet
the guest accordingly at the door. The first employee who gets contact with
customer has the opportunity to make a positive impression on guest. In
fine dining, guests generally welcomed by hosts or hostess o may be even by
the owner but in normal cases, a serve or waiter or waitress may be the first
person who acknowledge and welcome guest.
You role in the hospitality industry

The key players in the hospitality industry are:
 The guest (Tourist or local person)
 The service provider (restaurant/ hotel)
 The server/waiter/food and beverage services attendant (you)
Therefore as you can see you have a vital role to play. Without you there will

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be no guest satisfaction and it will be hard for the restaurant to survive and
earn profit.
The service you offer will help the restaurant/hotel to make an income and
be competitive with other establishments. This means that your job security
and income are directly matched to the level of service you provide to keep
your guest happy.
Restaurant comes from the word of “Rest and Rent”. “Rest & Rent” those
words consisting the word restaurant. Where the guest/client/peoples take
their Food & beverage. It is a most popular name in the present world. Many
people do not have their meal in their home, they always take meal and food
from restaurant. Restaurant is a public place, which opens to all for selling
food and beverage to any person and peoples; is a public place. Provide Food
and Beverage on a commercial basis. This is open to all to take refreshment,
Food and beverage. Everybody can take food and Beverage against money.
Restaurant offer service of Food and Beverage desires to satisfy the Guest.
Actually, Guest take Rest in restaurant and pay Rent for the having
refreshment, food and beverage.

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Approach to the guest
Define what kind of guests you have and what they expect from you as
waiter with experience. Please do not belong to one of two groups of
annoying or robot waiters. The first group are those waiters which approach
to guest is constrained and they are like robots with CD inside with
repetitive welcome text. The second group are the waiters which walking
from table to table and give guests more enthusiasm than guests receive it
for their birthday. The language they use is full of adjectives like “incredible”
or “special. Do not be one of them!
Look for the signals from guests and try to see what kind of approach they
expect from you and follow their wishes. Find a way to communicate with
guests and build a relationship with them. Try to find the opportunity to
start a conversation that is not related to food or drink, and leave
the customer to decide whether to talk or not. The only way is to be honest,
because the guests certainly smell insincerity. Customers appreciate this
approach to serving and communication and unreservedly reward waiter
which is not one of the robot waiters.
Impressive Welcome
 Good eye contact
 Smile
 Nod
 Len in/move forward
 Upright posture
 Relaxed facial expression

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 Positive tone of voice
The key to earn good returns is not to focus on making money, you have
to be focused on your customer. It is primary principle of service in the
hospitality industry.
Focusing on the customer
Focusing on the customer is the key which will ensure you to make the
money you want at the end of your shift. You will probably sometimes get
that feeling that you are doing endlessly without expected results. But what
you need to do is to dedicate to each guest and make him happy. You don’t
need to think about number of guests or how much it all together costs.
Instead, focus primarily on the best way to make money, and that is to
focus on the guests, that is your favor.
Hospitality is the process of making people welcome and offering all amenities for a
comfortable stay. There is a general misconception that it comprises only of hotels,
restaurants and bars. It is strictly not so. Spas, golf courses in resorts,
entertainment facilities like casinos also form an integral part of the hospitality
sector apart from the usual accommodation and food and beverage. Because of its
specialized characteristics there is a huge need for qualified personnel to run this
sector.Thereareexclusivecoursesthattrainpeopletobeprofessionalsin
this field. And above everything else, jobs in this sector are highly paid with
opportunities for career growth.
Hospitality refers to the relationship between a guest and a host, wherein
the host receives the guest with goodwill, including the reception and
entertainment of guests, visitors, or strangers. Louis, chevalier de Jaucourt
describes hospitality in the Encyclopedia as the virtue of a great soul that
cares for the whole universe through the ties of humanity.
Hospitality ethics is a discipline that studies this usage of hospitality.
How to acknowledge a guest
Head up and aware
1. Open to conversation
2. Show confidence
3. Start conversation on a positive foot
4. Scan the lobby
Posture
1. Heads up

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2. Eyes forward
3. Shoulder straight
4. Arms at sides
5. Seek out guest contact
Gaze pointed down
1. Show guilt
2. Something to be ashamed of

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10 and 5 rule
10
1. 10 feet
2. Visually acknowledge the guest.
3. Shoes guest that you aware of their presence
4. Let the guest know that you are, o are not ready to help
Make eye contact and smile
 Listen to guest needs
 Answer any question they may have
 Offer assistant
 Start and end every conversation with direct eye contact and smile
 Display proper body language at all times
Maintain eye contact
Show the guest:
 You are paying attention
 You have respect for the other person
 You have respect to what the guest has to say
Eye contact vs starring
 How long is to hold gaze?
Proper use
 Always smile
 Use appropriate gesture
 Warmth and expression on behind you eyes
 Triangle rule
Body language
 Over 80% of language is non-verbal.
 How do you know that someone is having a bad day without speaking?
Palm up
 Friend, not foe
 Open to conversation
 Weapon less
Palm down
 You do not care
 Aggressive
 You have something to hide
 Disgraceful
Pointing
 DO NOT POINT!!
 Considered a rude gesture in some cultures
 Domineering behavior
5
 Verbally acknowledge the guest
 You are ready to accept the guest
 Welcoming gesture

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Verbally greeting the guest
1. Proper verbiage
2. Daily greeting
3. Guest name, if known
4. Offering assistant
5. Show special treatment
6. Anticipate guest need

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Self-check 2.1-1
Acknowledge the guest
Multiple choice. Write the letter of the correct answer.
1. Its refers to the relationship between a guest and a host, wherein the host
receives the guest with goodwill, including the reception and entertainment of
guests, visitors, or strangers.
a) Hospitality
b) Courtesy
c) Generosity
d) Amiability
2. Restaurant comes from the word of ?
a) Rest and chill
b) Rest and Rent
c) Ready to rest
d). Rest and rent
3. The key “players” in the hospitality industry are
a) The guest, service provider, server
b) The guest, place, waiter
c) The guest, owner, server
d) The guest, service network, server
4. It is the key which will ensure you to make the money you want at the end of
your shift.
a) Focus on the goal
b) Focus on the restaurant
c) Focus on the customer
d) Focus on you
5. How to acknowledge the guest
a) Posture, gaze pointed down, heads up and aware
b) Make an eye contact and smile
c) Talk a lots
d) Both A and B are correct
6. It is a discipline that studies this usage of hospitality.
a) Hostile
b) Code of ethics
c) Ethical standard
d) Hospitality ethics
7. He describes hospitality in the Encyclopedia as the virtue of a great
soul that cares for the whole universe through the ties of humanity.
a) Luis de viure

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b) Louis chevalier de Jaucourt
c) Leonardo the vinci
d) Louis chavaler de juacourt
8. A French term meaning ‘host's table
a) Mise en place
b) Maitre d’/Maître d'hôtel
c) A la carte
d) Table d'hôte
9. A person who purchases goods or services from another; buyer,
patron
a) Waiter
b) Consumer
c) Lender
d) Customer
10. To make a guest feel welcome and important, whenever any guest
arrives, it is responsibility of the service staff to approach and meet
the guest with a?
a) smile, maintain eye contact and with proper body posture
b) greet the guest accordingly at the door.
c) make a positive impression on guest
d) All of the foregoing is correct

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Answer key to self-check 2.1-1
1. A
2. B
3. A
4. C
5. A
6. A
7. B
8. D
9. D
10. D
Job Sheet 2.1-1
TITLE: Acknowledge the Guest

Performance objective:
Role ply the following scenario in the restaurant. Perform the role of a
restaurant host/hostess as you acknowledge the guest as soon as they arrive
in the following situation:
Situations: Mr an Mrs Ovalo smith decided to have a dinner at Chibugan

restaurant.
Supplies:

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Suitable evidence or other relevant proof of completion
Equipment:
Small podium
Chair
Menu board
Pen
Reservation book
Steps/instruction:
Get in touch with the customer
Open the door
Walk towards them
Welcome them with the establishment standard
Make pleasant eye contact
Use a greetings (Good morning, afternoon, evening)
Welcome in our restaurant Madam/Sir.
Assessment method:
Portfolio assessment using performance
criteria checklist 2.2-1
CRITERIA YES NO
Did you…
1. Follow the steps and instruction properly?
2. Properly get in touch with the customer?
3. Walk towards them?
4. Acknowledge the guest using
establishment’s standard?
5. Make a pleasant eye contact?

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INFORMATION SHEET 2.1-2 Greet the guest
Learning objectives:
 Welcome and greet the guest
 Points to remember in welcoming the guests
 Make the guest feel welcome
Introduction/History on this Learning Content
First impression from the guest is important. First impression is the last
impression” every guest attend to restaurant or hotel gain their first impression
from the staffs who acknowledge their presence and the greeting they receive.
The waiting service actually begins with greeting of the guest.
Visitors can based their perceptions of you and your company on your actions,
words and workspace. Just like guests in your home, office guests should be
treated cordially and with respect. Making someone feel unwelcome can easily
happen with one subtle gesture — or the lack of one. Picture it: You walk into
your coworker’s cubicle to say hello, and he reluctantly looks up from a task at
hand and tiredly replies, “Yeah, what’s up?” I don’t know about you, but my
response would be, “Uh, nothing, I’ll come back later.”What made me feel that
way? The lack of enthusiasm, or even an honest and clear response of “Hi!
Sorry, but I’ve got to get this done. I’ll check in with you in about an hour.”
Naturally, I’ll accept that. After all, I did pop in without an appointment.
Similarly, visitors can base their perceptions of you and your company on your
actions, words and workspace. Just like guests in your home, office guests
should be treated cordially and with respect.
GREET CUSTOMERS ON ARRIVALS

When customers arrive. it is the
responsibility of the service staff to
promptly meet them with a smile and an
appropriate greeting at the door.
Remember that customers like to feel
important and they should always be
treated accordingly. Besides, first
impressions count and as they say “You
only get one chance to make a first
impression”.

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THE GREETING ON ARRIVALS
What you say by way of welcome to your
guests may be determined by house
policy with certain required statements
and facts to be covered, or you may
simply be expected to use your common
sense and good judgement on a person
by person or party by party basis as
indicated by:
THE WEATHER: A genuine comment:
“Isn’t it cold today?” an be a great ice-
breaker and help strike up a
conversation
SPORTS EVENTS: Did you watch the
game today?
SPECIAL EVENTS: “Happy festival day”
THE SEASON: “Isn’t it getting dark early
these days?”
A SPECIAL IN-HOUSE EVENTS:
“Welcome to our Grand Winery Tour
Dinner, it will be a night to remember!”

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In some establishment guests may be able to leave their overcoats, umbrellas
or other items at the reception area. If this is the case, ask the guests if they
would like you to take their coat or assist with other items.
Greeting guest on arrival and accompanying them to their table to seat them is
known in the industry as ‘greet and seat’.
13 WAYS TO MAKE THE GUEST FEEL WELCOME

1. Be ready for meeting on time. Don’t act surprised when they walk in That
way can give the impression that the meeting is not important to you.
2. Clear your desk. Put away confidential information. Do so in advance, it can
be awkward watching you frantically hiding stuff. Do you have anything risqué
or adolescent as your office décor? Consider toning it down or even better,
removing it
3. Have necessary information, material, etc. ready; plan and prepare. This
includes restraining your dog. Although darling, not everyone will be as
enamored with Fido as you are
4. Minimize your computer screen. Avoid flashy screen savers or “shuffle”
mode. You don’t want your guest to be distracted by the photo of your belly
flop as it dashes past.
5. Turn off your cell phone. Allow voicemail to pick up calls on the officeb
phone.
6. Stand up to greet your guest.
7. Ask your guest to sit down; gesture if there are choices.
8. Have extra pens and note paper handy.
9. Put away food and empty garbage can if your half-eaten breakfast burrito is
in there.
10. A pungent aroma is one way to speed up and end a meeting early.
11. Have a glass or bottle of water available. Or offer your office guest
something to drink; get up and get it.
12. If the topic of conversation is confidential, close the door. If you happen to
be in a cubicle, take the meeting into a conference room.
13. End the meeting on time. This demonstrates respect for the guest’s
schedule.
Choose to impress, not disappoint, your office guest. A few simple and
thoughtful gestures can set the tone for a comfortable and positive interaction.
Your guest will walk away feeling great, all because of you and your courteous
attitude.
The Importance of Greeting Customers

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Don’t Stress Your Customers Your Employees – The Expert.
When someone greets you and says, “Hello”, you will probably respond with
your own greeting. Even in your worst mood, when someone greets you with a
genuine smile and sincerity, most probably you will acknowledge the greeting
and respond appropriately. Such greeting can be so powerful that it can even
turn your frown in to a smile and drastically put you in a good mood. Greeting
is one of the basic functions of communication and triggers positive
conversations. It helps us connect to people at a more personal level. Especially
for strangers, greeting someone before initiating a conversation is a must if you
don’t want to get a nasty stare or a negative response. A warm, genuine, and
sincere greeting can cause even a stranger to open up, break down defensive
walls, and be comfortable.
When you are introduced to a new acquaintance, your greeting will form part of
that person’s first impression of you. How that person greets you will influence
your first impression of that person.
If you are tasked to conduct a talk, your first 60 seconds will determine how
you can influence your audience’s attention and interest. Within this first 60
seconds, your introduction includes your greeting and how you do this will set
the mood and mindset of your audience throughout the entire duration.
It’s amazing how a simple and effortless gesture can have a huge impact and
pay off immediately. It is also amazing how difficult it seems for businesses to
consistently and appropriately implement this as part of their customer service
practices. Whatever the reasons are, the fact remains that greeting customers
is a MUST.
It is a common expectation and practice of courtesy that when a family
member or a friend knocks on your door, you try to drop whatever you are
doing as quickly as possible to get the door as soon as possible and warmly
greet him/her. Is this a biased action because that person is special? Fair
enough, but aren’t your customers also special?
Every customer wants to feel special and this is because they are special. Thus,
should be treated special. No customer would want to feel ignored and should
never be ignored. When a customer enters your store, they will expect to be
acknowledged. They will expect to be greeted. They will expect to be assisted.
They will expect the best experience in every visit to your store.
Customers don’t want to feel that they are just customers and their only
purpose when they visit your store is to purchase your product. They don’t
want to feel that they are just a part of your statistics. Ineffective greetings
make them feel this way.
There are certain particulars that customers want when they are greeted.
Aside from being friendly, below are the common characteristics.

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First 10 seconds – Studies have shown that the first 10 seconds once
customers enter the store can be a deciding factor if they will continue
shopping at your store or step out in the next 10 seconds. Customers want to
be acknowledged and greeted within the first 10 seconds. When customers are
ignored, there’s a high probability that they will take their business to a
competitor where they will be attended to immediately.
Eye Contact – Employees who greet customers while doing something might
as well not do it. This is a very disrespectful behavior. Unless you’re assisting
another customer, drop what you are doing, look the customer in the eye, and
greet the customer.
Smile – A smile with a greeting may work in some extent, but a greeting
without a smile only sends a message to your customers that it’s just a
requirement. But a greeting with a smile is a prefect pair. However, you have to
be careful because, believe it or not, customers can see through fake greetings
and smiles. It’s no beaned that greetings and smiles are fueled by our
emotions. The same emotions are felt by the recipient.
Use their name – People love to hear their names mentioned in businesses
establishments. This doesn’t just make them feel special, but it also gives them
a sense of “belonging”. Make an effort to note down customer names and their
usual purchases. By doing so, your customers will feel that you care enough
and value them to know something about them. Greeting customers by name
develops a more personal store-customer relationship. If you do not know the
name of the customer yet or forgot it, you can get away from it for now, but
make the customer feel that you recognize him/her by saying something like,
“Hi, it’s nice to see you again.” or “Hi, welcome back.”
Personalize – Don’t use the same canned greeting for each customer. Be
observant. Use any visual, verbal, or olfactory cues from the customer to
personalize your greeting. A customer who steps in your store who looks tired,
panting, and sweaty will not appreciate a simple, “Good day, how can I help
you?” It’s quite obvious that this customer is not having a good day and is
feeling uncomfortable. A better greeting would be, “It’s indeed hot outside.
Would you want to take a seat for a moment and a glass of water?” This skill is
may be difficult to attain, but with enough experience and proper training, it
can become 2nd nature.
Introduce yourself – Though not a necessity especially if employees wear
name tags, it never hurts for employees to introduce themselves especially for
new customers. This further makes the conversation more personal.
Give space – Never go past the personal space of the customer. This will make
them uncomfortable. Stop when you’re at least three feet away from the
customer.

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Be genuine and Sincere – Being genuine and sincere when you greet
customers can either positively enhance the customer’s experience or turn
them off. Being genuine and sincere is what makes a greeting warm and
heartfelt. Just like fake smiles and greetings, customers can also feel if you are
genuine and sincere with your greeting. This is a decision. This is either a Yes
or No.It is either you’re genuine and sincere or not. There’s no in between.
When customers perceive your store have a friendly environment that
makes them feel special, important, valued, and gives them a sense of
belonging, expect these customers always wanting to come back to your
store.
Basic Phraseologies for Welcoming and Greeting a guest
Greetings (good morning, afternoon, evening) Madam/Sir, Welcome to (name of

restaurant)
If they made reservations, be sure that the table for your party Mr/Mrs.
“This way please”. If none, say “How many are we expecting in the party,
Sir/Madam? “This way please”
Guests are led to their table with palms open: “this way please”
Before be seated, ask: Will this table be alright for you?
If the guest is patron or a regular customer, welcome him/her back. You might
say: “Welcome back Mr/Ms…………….We are glad to see you again,Ma’am/Sir.
If the outlet is full and there is no available table, “I am sorry Ma’am/Sir but all
the tables are occupied at this moment. Do you mind waiting at the lounge for
a while and I will call you the moment we have a table available for you?”
If the waiter of food and beverage services attendant is not yet available to
attend to the guest, the receptionist shall tell the guest, “The waiter will be with
you in short while”.
In a banquet, when there is an excess in the expected number of guests and all
the seats are occupied, say: “I’m sorry Madam/Sir, we have an unexpected
excess in the number of guests and all seats are already occupied. However,
our staff is already preparing additional tables and chairs. May we request you
to wait at the lounge for a while and I will call you when your tables are ready”
SELF-CHECK 2.1-2
GREET THE GUEST
Multiple choices

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Direction: choose the best answer.
1. The effect of warm welcome can have a lasting impression of the business?
a) True
b) False
c) Both
2. The most appropriate welcome to a customer would be?
a) Alright, how are you doing
b) Whats up
c) Good morning madam/sir how may I help you
3. Welcome in Spanish is?
a) Accueil
b) Bienvenido
c) Croeso
4. The first impression should include positive body language?
a) True
b) False
c) Both
5. Body language doesn’t include eye contact?
a) True
b) False
c) Both
6. Your role on front house is not very important?
a) True
b) False
c) Both
7. A visitor badge should include the name, date, time in and?
a) Who they are visiting
b) Their middle name
c) Their shoe size
8. One of the reasons on signing a sheet is used for fire safety?
a) True
b) False
c) Both
9. Which of the following in not part of the impressive welcome?

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a) Poker face
b) Nod
c) Positive tone of voice
10. First thing to do when guest arrives?
a) Greet or welcome them
b) Seat the Guest
c) None
ANSWER KEY TO SELF CHECK 2.1-2
MULTIPLE CHOICE
1. A
2. C
3. B
4. A
5. B
6. B
7. A
8. A
9. A
10. A

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TASK SHEET 2.1-2
TITLE: GREET THE GUEST
Role play the following scenario in the restaurant. Perform the role of a
Restaurant Host/Hostess as you welcome and greet guest in the following
situation:
Situation : A group of young five professional decided to dine in at Chibugan

Restaurant
Supplies:
Equipment:
Small podium
Pen
Reservation book
Menu chart
Chair and table
Table linen
Table napkin
Dinner plate
Dinner fork
Dinner knife
Dinner spoon
Water goblet
Small center pieces
Condiments
Steps/instruction:
Greet the guest using appropriate welcome (Good morning, afternoon,evening)
Madam/Sir, Welcome to Chibugan Restaurant.
If they made reservations, be sure that the table for your party Mr/Mrs.
“This way please”. If none, say “How many are we expecting in the party,
Sir/Madam? “This way please”
Guests are led to their table with palms open: “this way please”
Before be seated, ask: Will this table be alright for you?

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If the guest is patron or a regular customer, welcome him/her back.
You might say: “Welcome back Mr/Ms. We are glad to see you
again,Ma’am/Sir.
If the outlet is full and there is no available table, “I am sorry Ma’am/Sir but all
the tables are occupied at this moment. Do you mind waiting at the lounge for
a while and I will call you the moment we have a table available for you?”
If the waiter of food and beverage services attendant is not yet available to
attend to the guest, the receptionist shall tell the guest, “The waiter will be with
you in short while”.
Assessment method:
CRITERIA YES NO
Did you……
1. Follow the steps and instruction properly?
2. Properly greet the guest?
3. Accompany them to their allocation
properly?
4. Acknowledge the guest using
establishment’s standard?
5. Leave them in a proper way?

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INFORMATION SHEET 2.1-3 RESERVATION STANDARD POLICY
LEARNING OBJECTIVES:
 Check the reservations details based on standard policy.
 Comply with the basic need of the guest.
 Know the types of reservation.
A Brief Introduction/History on this Learning Content

Reserving a table is not so much an "industrial age bolt-on" as it's a slippage
from the older custom of reserving a ROOM in a restaurant. As my book
explains, 18th-cy "caterers" [traiteurs] either served clients in their homes or in
rooms at the traiteur's, the first self-styled restaurateurs borrowed from cafes
in having lots of small tables in one big room. Throughout the nineteenth
century, many big city restaurants continued to have both a (very) large public
eating room with numerous, small (private) tables AND a number of smaller
rooms that could be reserved for more private meals. (Much as some
restaurants have special "banquet facilities" or "special occasion" rooms today.)
So, for instance, in Elisabeth Marbury, Manners: A Handbook of Social
Customs (Chicago, 1888) we find: "When a dinner is given at a public
restaurant, a table can be reserved in the public dining room or a private room
can be engaged. It is usual to order the dinner beforehand, so that there will be
no needless delay in serving it when the guests arrive
RESERVATION
Number of guests – including type of
guests. For example, a baby may require a
high chair Name of guests/party, Also, the
size of some bookings can indicate where
their table has to be placed simply because
it won’t fit in certain location.
CUSTOMERS ARRIVAL TIME
Special requests – such as the guest
requesting a specific table number, a table
that has a view of the lake, one that isn’t
near the entrance door or is close to the
dance floor. Needs of guests, for example,
wheelchair access, need for privacy
Contact details/number for guest or party
CHEKING RESERVATIONS

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When guests arrive in your dining area,
the first two steps should be:
To greet or welcome them
To enquire whether or not they have a
reservation or booking.
Check at your workplace to see if this is
Standard Operating Procedure or not.
Where guests say that they have a
reservation, you should confirm this in
your reservations book, to identify the
table they have been allocated on the
table/floor plan.
Check with them the number of guests
expected. Often there can be an extra one,
and sometimes there are one or two who
will be cancellations. Where there are
cancellations, the chair and cover should
be removed from the table so that the table
is not embarrassed by empty places.
Where an extra person has presented with
the booking, staff should immediately set
another place and add a chair where
possible, or another table should be
quickly identified for the party. The key is
to ensure that guests do not feel, in either
case, that they have done the wrong thing,
or inconvenienced staff.
When confirming the reservation, also
confirm any details that may be written
against that booking – “And you’re off to
the cinema, so you’d like to be away by
8.30, is that right?”, “And you requested a
high chair, I believe?”
Where there is a note that a birthday cake,
or similar, has been arranged, this should
also be discreetly checked with the host,
either at the table or elsewhere.
A visit to the table informing the host that
there is a phone call at reception for them
can aid in getting them away from the

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table. If the guest has no reservation,
check the floor plan to see if they can be
accommodated.
Be alert to the opportunity to maximize sales

For instance, by asking someone who comes in at 6:30 PM without a booking,
whether they could be finished by 7:45 PM, so that you can strip their table
and re-.set it for the 8:00 PM booking.
Using a table for two seating per session – a 50-seat restaurant can quite easily
serve 70 – 80 covers per session.
There are some people who will breeze in to a restaurant, claiming they have
booked when in fact they never made one. If you have a vacancy, then this
really isn’t a problem, but where no vacancy exists, the potential for trouble
exists.
All you can do is apologize profusely, and offer another session.
Your house policy may dictate some other form of additional gratuity (a
discount voucher, voucher for a free item or a free drink), but many
establishments adopt the stance that says ‘If we can’t find your booking, you
didn’t make one If the situation looks like getting out of hand, call your
supervisor or the duty manager
Special needs customers
Some guests may have special needs and
simple observation will identify many of these.
Don’t wait to be asked if you think there is a
special need. Get proactive and offer:
Alternative easy access to their table because of
a disability A high chair for infants
Warming of a bottle for babies.
Appropriate food for those with special dietary
needs as indicated in the reservations book
Privacy for romantic couples, and business
people – to the best extent possible given other
bookings
Room on a table to spread out where business
looks as if it is going to be conducted
A table near the door for someone with a
walking stick

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Sometimes special offers have been made or
vouchers will be used by guests to pay for their
meal. It is a usual condition that guests notify
you of this on arrival so that you know what
billing process to use, and what other services
or products they are entitled to. This could
include a free glass of champagne, the set
menu only, a choice of entry and main or main
and sweets, and soon.
Extra effort must be made with guests who are
using vouchers or participating in deals. Many
expect to be treated as second class and get
quite snaky when this happens. So treat them
with even extra care, respect and high quality
service!
And finally, when greeting guests, it is likely
that you will know their name. They will either
tell you, or you can get it from their room
number/key, or the reservation book. It is quite
simply music to their ears to hear the sound of
their own name and it shows civility, manners
and an individual orientation to them as
honored guests.
OFFERING FREE MEAL SERVICE
As and when circumstances dictate, or opportunities present themselves, pre
meal services can be offered to guests:
These services include:
Bar service – it may be appropriate to offer guests the services of your bar
before they go to their table. Especially where the bar has a special feature or
aspect, this can be a valuable service to offer.
Lounge and waiting areas- Where your guests are part of a larger party and
they are the first ones to arrive, they may be pleased to be offered the benefits
of waiting in a lounge area or a special waiting area, rather than being made to
sit alone at their dinning table, This saves your guests possible
embarrassment, demonstrates excellent customer service and indicates that
you are tuned in to individual needs. You can offer the customer something to
read valet service
These services can embrace almost anything, and are often a variation of the
concierge desk Common services for diners include valet parking and car
retrieval, booking theatre or other tickets, arranging for taxis or limousine hire,

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and even secretarial services for business people. It is not uncommon to be
asked to send a fax, or email if these services are offered, especially by people
who are out of their home city.
Participation in special displays or promotions. Where the venue is conducting
an in-house competition, or survey, or other promotional activity it is wise to at
least notify your guests of what is happening
RESERVATION PROCESS AND PROCEDURE
First step of reservation is registered as enquiry of reservation where
reservation personnel conduct a brief question answer section with guest or
customer to gain various knowledge about reservation which he/she wants to
make. The point that are to be recorded are note down below:
NAME OF THE GUEST

TIME OF ARRIVAL
TIME OF DEPARTURE
DESIRED ROOM TYPE
DESIRED ROOM RATE
REQUIRED NUMBER OF ROOMS
DESIRED ROOM PLAN
NUMBER OF PARE
CONTACT ADDRESS AND NUMBER (DETAIL)
SPECIAL RECOMENDATION
DETERMINING THE AVAILABILITY

The second most important step in reservation is determining the room
availability, In this process we check the demand of guest encoded during the
first step. The availability can be checked by referring to forecast chart,
conventional chart or density chart. In fully automated system we can begin
check in the same availability by computerized system or software.

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FORECAST CHART
ACCEPTIN OR DRYING THEREQUEST:

Now after check in the room availability in hotel we are able to expect or deny
the reservation request. Expecting can be done if the request is fully validated
by the availability formats and system, where as vice verse can be conducted
for denying.
Exceptional: In few cases reservation personnel an up sale another room of
same criteria or higher by conveying or motivate the customer or guest.
DOCUMENTING THE RESERVATION DETAILS:
After accepting or denying reservation next NON-GUARANTEED
RESERVATIONCONFIRMING THE RESERVATION REQUEST:
After documenting the details of a guest we need to confirm the room to a guest
confirmation are generally done by dispatching a confirmation letter to the
guest by having a guaranteed reservation and may be sometime non-guarantee
too.
MAINTAINING THE RESERVATION RECORD:
After confirming a room to the guest we need to make a reservation record for
each and every booking made. The records can be maintained or processed in
two ways:
 Documenting the original reservation: In this process we file and record
the original reservation details and if we are working in a computerized
system we will be recording a printed form of reservation done. The
documentation are done in a basis of date of arrival and afterward in
assurance to the surname of guest.
 Modification of reservation: The next step in processing is changing of
the details that are recorded in reservation form. In this case, we need to
attach the different assment/ correction form or slip with the original one.

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COMPILING THE RESERVATION REPORT:
Now after completion of reservation record we need to prepare the report of
reservation dept. on either basis of date, week, month or year.
TYPE OF RESERVATION
The type of reservation are as follows:
Guaranteed Reservation:
In the guaranteed reservation, the hotel assumes that guest that the required
rooms shall be blocked after confirmation. Under this the hotel agrees a hotel a
room until a specific time of reservation following variation in the advance
payment for guaranteed reservation are:
 Advance deposit: An advance deposit guaranteed reservation requires that
the guest pay the hotel the anticipated amount of money before arrival.
 Pre-payment: This requires full payment prior to the guest arrival. This is
normally the most desirable form of a guaranteed reservation.
 Credit card: Guaranteeing reservations through credit card are most
popular method of payment in the business hotel. Depending upon the
financial status and money in bank, the credit card is issued to the
buyers/clients.
 Travel agents: Guest pays the travel agent in advance for their tour
packages and the travel agent guarantees the clients reservation. In case of
no show the hotel generally bills the travel agency for payment and
according to agreement.
 Corporate guarantee: This is a contractual agreement between Corporation
Company and hotel which state that the corporation will accept financial
responsibility for any no- show guest.
NON-GUARANTEED RESERVATION:
It is a provisional reservation. In this reservation, neither there is any legal
process of confirming the room nor is any payment for the advanced deposit
made. Non-guaranteed is a provisional reservation in which room revenue is
not secured.

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SELF-CHECK 2.1-3
MULTIPLE CHOICE
DIRECTION: WRITE THE BEST ANSWER
1. It this process we file and record the original reservation details and if we
are working in a computerized system we will be recording a printed form of
reservation done?
a) Documenting the original reservation
b) Modification of reservation
c) Documenting the reservation details
2. This requires full payment prior to the guest arrival. This is normally the
most desirable form of a guaranteed reservation
a) Pre payments
b) Pre reservation
c) Pre assessment
3. It may be appropriate to offer guests the services of your bar before they go
to their table.
a) Bar Service
b) Bar Reservation
c) Bar Assessment
d) Bar Payments
4. Where your guests are part of a larger party and they are the first ones to
arrive, they may be pleased to be offered the benefits of waiting in a lounge
area or a special waiting area, rather than being made to sit alone at their
dinning table, This saves your guests possible embarrassment, demonstrates
excellent customer service and indicates that you are tuned in to individual
needs.
a) Lounge and waiting payments
b) Lounge and waiting gusts
c) Lounge and waiting sits
d) Lounge and waiting areas

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5. Guest pays the travel agent in advance for their tour packages and the travel
agent guarantees the clients reservation. In case of no show the hotel generally
bills the travel agency for payment and according to agreement.
a) Travel agency
b) Travel agents
c) Travel place
d) Travel clients
6. This is a contractual agreement between Corporation Company and hotel
which state that the corporation will accept financial responsibility for any no-
show guest.
a) Corporate guarantee
b) Corporate corporation
c) Corporate agreement
d) Corporate contractual
7. It is Depending upon the financial status and money in bank, the credit card
is issued to the buyers/clients.
a) Credit ATM
b) Credit bank
c) Credit card
d) Credit machine
8. An advance deposit guaranteed reservation requires that the guest pay the
hotel the anticipated amount of money before arrival.
a) Advance deposit
b) Advance payout
c) Advance money
d) Advance card
8. It is a provisional reservation. In this reservation, neither there is any legal

process of confirming the room nor is any payment for the advanced deposit
made. Non-guaranteed is a provisional reservation in which room revenue is
not secured.
a) Non- confirming reservation

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b) Non- guaranteed reservation
c) Non- provisional reservation
d) All the above
9. The most important step in reservation is determining the room availability,

In this process we check the demand of guest encoded during the first step.
a) Determining the room
b) Determining the cost
c) Determining the availability
d) Determining the demand
10. First step of reservation is registered as enquiry of reservation where
reservation personnel conduct a brief question answer section with guest or
customer to gain various knowledge about reservation which he/she wants to
make. The point that are to be recorded are note down below.
a) Reservation proceduce and personnel

b) Reservation process and question
c) Reservation proceduce and recorded
d) Reservation process and procedure

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ANSWER KEY TO SELF CHECK 2.1-3
MULTIPLE CHOICE
1. C
2. B
3. A
4. D
5. B
6. A
7. C
8. B
9. C
10. D

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TASK SHEET 2.1-3
TITLE: Reservation standard policy
Role play the following scenarios in the restaurant. Perform the role of a
Restaurant Host/Hostess as you take the table reservations procedure in the
following situations:
Situation 1: Answer the phone call and take a table reservation.

Situation 2: In case that there is no available request of the customer, suggest
an alternative.
Supplies:
Equipment:
Telephone/Fax
Computer(optional)
Pen/paper
Reservation forecast
Steps/instruction:
Answering the telephone:
Greetings (good morning, afternoon,evening)
Name of the restaurant
Your name
How may I help you?
Acknowledging a reservation request
Taking the table reservation details:
My I have your name,please?
When would you like to book your table?
A table for how many guests?
Where would you like to sit?
Do you prefer a smoking area? (Only applicable if your restaurant has
separate smoking area /zone)
 When you check the reservations book
- Please excuse me, (name), while I check the reservations.
- Please allow me to put your call on hold, while I’m checking the
availability.
- Just one moment, please (name), while I see what we have available.

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 Returning to the callerw
- I’m sorry to keep you waiting,(name).
- Sorry to keep you on hold, (guest Name)
- May I have your (mobile number),please?
 Confirming the details
- May I repeat the table reservation details
- Are all the details correct Sir/Madam?
 Saying goodbye
- Thank you very much for calling,(name of the customer). We look
forward to seeing you then. Have a great day ahead.
When a table is not available or where the guest wants one

 I’m afraid we don’t have a table at that time. Would (available time) be
suitable?
 I’m afraid we don’t have a table available there at that time. But
there is at able available (say where) then. Would that be suitable?
Offering an alternative
 May I help you to reserve a table at another of our restaurants instead?
 Perhaps you’d like to have (lunch) in the (Wok Restaurant), where
there will be a buffet this afternoon.
Assessment method:
CRITERIA YES NO
Did yo……
1. Answer the phone call properly?
2. Follow the steps and procedures?
3. Reconfirm the reservation back to the
customer?
4. Suggest an alternative option for some
scenario?
5. Properly end the conversation with the

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customer?
References:
http://fandbfood.com/what-is-restaurant Copyright text

2017 by Food and Beverage
https://en.m.wikipedia.org/wiki/Hospitality
https://www.quora.com/What-is-hospitality-1
https://prezi.com/m/brd0y6l5u53_/how-to-
properly-acknowledge-a-guest/
https://www.bizjournals.com/bizjournals/how-to/growth-
strategies/2015/07/13-ways-to-make-any-office-guest-feel-
welcome.html
https://notes.tyrocity.com/type-reservation/
https://notes.tyrocity.com/reservation-
process-procedure/
https://www.andrewjensen.net/5-ways-to-
properly-greet-a-customer/http://
www.retailwiseusa.com/the-importance-of-
greeting-customers/
https://www.google.com/amp/s/www.theatlantic.com/
amp/article/374919/?espv=1
https://www.coylehospitality.com/hotels-resorts-inns/what
-is-the-10-and-5-staff-rule/
https://www.proprofs.com/quiz-school/story.php?title=fine-
dining-standards
http://www.academia.edu/20397116/
WELCOME_GUESTS_AND_TAKE_FOOD_AND_BEVE RAGE_ORDERS
https://www.google.com/amp/www.hospitality-
school.com/how-welcome-greet-seat- guest/amp?espv=1

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HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome to the module in FOOD & BEVERAGE SERVICES NCII QUALIFICATION.

Date Developed: Document No. APC-FSM-

Contents of this Competency – Based Learning Materials

No. Unit of Competency Module Title Code

1 Prepare the Dining Preparing the dining TRS512387

2 Welcome guests and take Welcoming guests and TRS512388

3 Promote food and Promoting food and TRS512389

4 Provide food and beverage Providing food and TRS512390

5 Provide room service Providing room service TRS512391

6 Receive and handle guests Receiving and handle TRS512392

Qualification : FOOD & BEVERAGE SERVICES NCII

Unit of Competency : WELCOME GUESTS AND TAKE FOOD &

Module Title : Welcoming guests and take food & beverage

Date Developed: Document No. APC-FSM-

1.1 Guests are acknowledged as soon as they arrive.

Date Developed: Document No. APC-FSM-

Learning Activities Special Instructions

Date Developed: Document No. APC-FSM-

(Compare with answer key 2.1-1) Go through the learning activities

Perform demonstration on task

Evaluate performance criteria

Date Developed: Document No. APC-FSM-

Listen to lecture on learning content

Date Developed: Document No. APC-FSM-

Account A folio or file in which transactions can be recorded

A la carte setting Basic table setting for an individual cover

The process undertaken at the end of a shift to determine if

A specific amount of money, made up of various

Centerpiece A large central object which serves a decorative purpose

Charge A transaction resulting from the sale or use of a product or

Cover A place setting for a guest OR word used to describe the

A term used to identify plates, cups, saucers and bowls

Date Developed: Document No. APC-FSM-

Post mix A drink dispensing system for simultaneous dispensing of

Table d'hôte A French term meaning ‘host's table’

Date Developed: Document No. APC-FSM-

A Brief Introduction/History on this Learning Content

To make a guest feel welcome and important, whenever any guest

You role in the hospitality industry

Date Developed: Document No. APC-FSM-

Date Developed: Document No. APC-FSM-

Date Developed: Document No. APC-FSM-

Date Developed: Document No. APC-FSM-

Date Developed: Document No. APC-FSM-

Date Developed: Document No. APC-FSM-

Date Developed: Document No. APC-FSM-

Date Developed: Document No. APC-FSM-

Date Developed: Document No. APC-FSM-

Job Sheet 2.1-1

TITLE: Acknowledge the Guest

Situations: Mr an Mrs Ovalo smith decided to have a dinner at Chibugan

Date Developed: Document No. APC-FSM-

Date Developed: Document No. APC-FSM-

GREET CUSTOMERS ON ARRIVALS

Date Developed: Document No. APC-FSM-

Date Developed: Document No. APC-FSM-

13 WAYS TO MAKE THE GUEST FEEL WELCOME

Date Developed: Document No. APC-FSM-

Date Developed: Document No. APC-FSM-

Date Developed: Document No. APC-FSM-

Greetings (good morning, afternoon, evening) Madam/Sir, Welcome to (name of