Senior High School

TECHNICAL-VOCATIONAL
EDUCATION

FOOD & BEVERAGE

SERVICES (NCII)
Quarter 3 – Module 1:
TAKE TABLE RESERVATIONS
Food & Beverage Services (NCII) – Senior High School
Quarter 3 – Module 1: Take Table Reservations
First Edition, 2020

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Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand

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copyright holders. Every effort has been exerted to locate and seek permission to
use these materials from their respective copyright owners. The publisher and
authors do not represent nor claim ownership over them.

Published by the Department of Education

Development Team of the Module

Writer: Meiloza C. De Leon

Editor: Jerwin M. Luisen
Reviewer: Roy V. Bacalso
Illustrator:
Layout Artist:
Management Team:
Josephine L. Fadul
Melanie P. Estacio
Christine C. Bagacay
Alpha DS Palconit
Lorna C. Ragos

Printed in the Philippines by ________________________

Department of Education – Region XI

Office Address: F. Torres St., Davao City

Telefax: (082) 291-1665; (082) 221-6147

E-mail Address: regionxi@deped.gov.ph * lrms.regionxi@deped.gov.ph

 SHS

FOOD &
BEVERAGE
SERVICES (NCII)
Quarter 3 – Module 1:
TAKE TABLE RESERVATIONS
Introductory Message
This Self-Learning Module (SLM) is prepared so that you, our
dear learners, can continue your studies and learn while at
home. Activities, questions, directions, exercises, and
discussions are carefully stated for you to understand each
lesson.
Each SLM is composed of different parts. Each part shall guide
you step-by-step as you discover and understand the lesson
prepared for you.
Pre-tests are provided to measure your prior knowledge on
lessons in each SLM. This will tell you if you need to proceed on
completing this module or if you need to ask your facilitator or
your teacher’s assistance for better understanding of the lesson.
At the end of each module, you need to answer the post-test to
self-check your learning. Answer keys are provided for each
activity and test. We trust that you will be honest in using these.
In addition to the material in the main text, Notes to the Teacher
are also provided to our facilitators and parents for strategies and
reminders on how they can best help you on your home-based
learning.
Please use this module with care. Do not put unnecessary marks
on any part of this SLM. Use a separate sheet of paper in
answering the exercises and tests. And read the instructions
carefully before performing each task.
If you have any questions in using this SLM or any difficulty in
answering the tasks in this module, do not hesitate to consult
your teacher or facilitator.
Thank you.

2
 Let Us Learn!

This module was designed and written with you in mind. It is here to
help you master how to use different kinds of sentences, particularly
declarative and interrogative sentences. The scope of this module permits it to
be used in many different learning situations. The language used recognizes
the diverse vocabulary level of students. The lessons are also arranged to follow
the standard sequence of the course. But the order in which you read them
can be changed to correspond with the textbook you are now using.

This module has three lessons:

● Lesson 1- Food Service Operations

● Lesson 2 – Reservation Process

● Lesson 3 - Telephone Ethics

After going through this module, you are expected to:

1. independently prepares the dining room/restaurant area for service;

2. demonstrate knowledge and skills of food and beverage service in relation
to taking table reservations;

1
 Lesson
FOOD SERVICE
1 OPERATIONS

Let Us Try!

Let us determine how much you already know about food service
operation, reservation process and telephone ethics.

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

1. 1. Dining room helper and runner.

a. Waiter c. Barboy
b. Busboy d. Receptionist
2. Acts as runner and helper in the bar.
a. Waiter c. Bar boy
b. Busboy d. Receptionist
3. Takes food and beverage order according to prescribe standards.
a. Waiter c. Bar boy
b. Busboy d. Receptionist
4. Welcomes and greets customers at the entrance and escorts them to
their tables.
a. Waiter c. Bar boy
b. Busboy d. Receptionist
5. Prepares and mixes alcoholic and non-alcoholic beverages.
a. Bartender c. Bar boy
b. Bar attendant d. Bar captain

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

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

2
Foodservice Systems

1. Conventional Foodservice Systems

This service system is the most common of all the systems in food
service. In this kind of system, ingredients are assembled, and food/dish
is produced onsite. This system is usually used in cafeterias,
restaurants, small hospitals, and school canteens.

2. Centralized (Commissary) Food Service Systems

Centralized Foodservice is also known as central kitchen or food
factory. In this kind of system food is prepared in one place then
transported to satellite kitchens. This system is most effective when
mass production is required, airline industry is an example of
establishment that uses centralized foodservice system.
3. Ready-Prepared Foodservice
In ready-prepared foodservice system, the food is produced onsite,
it is usually chilled or frozen then reheated and served to customers
onsite. With this system, the production can be scheduled anytime since
the food is just stored either frozen or chilled onsite and readily available
to customers. Ready-prepared foodservice system is usually used by
hospitals and prisons.
4. Assembly-Serve Foodservice System
In this system, food is purchased then stored either chilled or
frozen for later use. Then it will be portioned and reheated and served to
the customers. It is usually used by in-flight caterers.

FOOD & BEVERAGE SERVICE ORGANIZATIONAL CHART

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

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

2. Food Outlets (restaurants)- supervised by outlet supervisors.
3. Room service- under the responsibility of the Room service supervisor or
captain.

3
 4. Banquet service (both for in house function and catering)- under the
supervision of the Banquet supervisor

ORGANIZATIONAL CHART-FOOD AND BEVERAGE DEPARTMENT

F&B Manager/Director

Outlet Room service Bar Supervisor Banquet

Supervisor Supervisor Supervisor

Captain Room service Bar Captain Banquet

Waiter Captain Captain

Waiters Room service Bartender Banquet

Order taker Waiters

Busboys Room service Bar Attendants

Waiter Attendant
Bar boy
The manpower requirement for food and beverage service depends on the
volume of food orders and the seating capacity of the food outlet. Each food
outlet is usually manned by waiters, food attendant/receptionist, busboys,
cashier and bartender or bar waiter. The dining area is supervised by the
dining supervisor. If the outlet is big, with more than 100 seating capacity, it is
advisable to divide the area into stations with each station supervised by a
captain waiter.

Job Description of Food/beverage Service Personnel

1. Food & Beverage Service Manager- Plans, organizes, directs and
controls the delivery of service in all outlets, guestrooms and banquets
and sees to it that policies and standards are complied with.
2. Headwaiter- Oversees food and beverage operations in his assigned
outlet, ensures that service is carried out in accordance with prescribed
standards and policies.
3. Captain waiter- Oversees the set-up and delivery of service in his/her
assigned station.
4. Receptionist- Welcomes and greets customers at the entrance and
escorts them to their tables.

4
 5. Waiter- Takes and serves food and beverage order according to
prescribed standards of service.
a) Look after the necessary preparations before the start of the operation:
● Wipes table wares, refills salt and pepper & other condiments

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

5
 Let Us Practice

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

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

ACTIVITY 1.1 – Matching Type

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

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

2. Bar boy B. Oversees the set-up and delivery of service
in assigned station
3. Bartender C. Responsible for guest orders from room
4. Waiter D. Welcomes and greets customer at the
entrance
5. Room Service Captain E. Oversees the set up and delivery of service
in assigned station
6. Room Service Order Taker F. Oversees food and beverage operations in
assigned outlet
7. Captain Waiter G. Plans, organizes, directs and controls the
delivery of service in all outlets,
guestrooms and banquets
8. Head Waiter H. Acts as a runner and helper in the bar
9. Receptionist I. Prepares & mixes alcoholic & non-
alcoholic deinks
10. F&B Service Manager J. Takes and serves orders to guest

6
 Let Us Practice
ACTIVITY 1.2 – Give Me

Direction: Enumerate the specific duties of waiter and busboy.

Waiter’s specific duties Busboy’s specific duties
1. 6.
2. 7.
3. 8.
4. 9.
5. 10.

Let Us Practice More

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

service department.
F&B Manager/Director

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

Captain
1. Room service Bar Captain Banquet
9.
Waiter Captain Captain

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

Busboys
2. Room service 6.Bar Attendants
Waiter

7.

7
 Let Us Remember
Awesome! Now, let us sum up what we have learned.

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

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

Let Us Assess

Wonderful! Just Wonderful! It’s time to try our journey as member of the F&B
team!

Multiple Choice

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

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

c. Conventional c. Ready Prepared
d. Centralized d. Assembly Serve
2. This food system is usually used by hospitals and prisons.
a. Conventional c. Ready Prepared
b. Centralized d. Assembly Serve
3. This system is the most effective when mass production is required.
a. Conventional c. Ready Prepared
b. Centralized d. Assembly Serve
4. This system is usually used in cafeterias, restaurants, small hospitals and
small canteens.
a. Conventional c. Ready Prepared
b. Centralized d. Assembly Serve
5. Dining room helper and runner.
a. Waiter c. Barboy
b. Busboy d. Receptionist
6. Acts as runner and helper in the bar.

8
 a. Waiter c. Barboy
c. Busboy d. Receptionist
7. Takes food and beverage order according to prescribe standards.
a. Waiter c. Barboy
b. Busboy d. Receptionist
8. Welcomes and greets customers at the entrance and escorts them to their tables.
a. Waiter c. Barboy
b. Busboy d. Receptionist
9. Prepares and mixes alcoholic and non-alcoholic beverages.
a. Bartender c. Barboy
b. Bar attendant d. Bar captain
10. Serves beverages at the bar.
a. Bartender c. Barboy
b. Bar attendant d. Bar captain

Let Us Enhance
You are amazing! This would be easy !
Direction: Identify the following work in the hotel. Use the space provided.

1. 2. 3.

Let Us Reflect
Congratulations! Might what to share your deep thought on this! AS A FUTURE
SERVER OR FOOD ATTNEDANT, HOW IMPORTANT TO
Rubrics
LEARN THE ORAGANIZATIONAL STRUCTURE OF F&B Content: 10 points
DEPARTMENT? WRITE YOUR ANSWER INYOUR Organization of ideas: 5
NOTEBOOK. points
(grammar, punctuation,
capitalization)

Lesson RESERVATION PROCESS

9
 2

Let Us Try!

How well do you know about use the properties of materials? Let’s
try to find out by answering the following questions. After honestly answering
this, you may check the answers at the last part of this module.
True or False: Write TRUE if the statement is correct, and false if it is
incorrect.
1. Reservations are advanced bookings by customers to hold a table
(table booking).
2. An advantage of taking reservations is that you know exactly the
number of people you need to feed at a specific or given time.
3. Counter service is ideal for diners who for fast service since they
have very limited time to eat.
4. Every food service establishment accepts reservations.
5. Cafeteria service refers to pre-packed food displayed in a counter.
6. A ‘no show’ upon reservation increases revenue.
7. Credit cards are used to guarantee table reservations.
8. Call ahead seating happens when customers arrive. They are then
invited to submit/put their names on a waiting list.
9. A waiting list involves holding a table.
10. Having a designated person responsible for taking reservations
decreases the chances of a table being “double booked”.

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

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

Let Us Study

10
 Way to go! Let us level up!

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

Reservation

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

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

Sources of reservation:
Reservation in a restaurant may be received through the following:

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

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

11
1. Manual Reservation System – depends on the person designated, usually a
host or hostess, to answer the phone, record the details of the said reservation,
and taking their credit card information as a guarantee.

2. Online Reservation System – Makes use of the internet through a

website, where all necessary information needed for a reservation is keyed by
the guest.

3. Call Ahead Waiting – with this type of reservation, the guest calls when
they are on their way and sets a specific time they will arrive. Usually
restaurants will hold a table for 20-30 minutes.

How to Take Reservations

Before taking a reservation, make sure to know the answers to the

questions which are likely to be asked. Following are tips in taking
reservations:

● Answer inquiries promptly, clearly, and as accurately as possible

● Take note of specials, and changes in the menu and make sure to inform
the guest about it.
● Gather all pertinent information on the reservation from the guest politely
and efficiently
● Accurately record reservation data on forms based on establishment
standards
● Repeat the details of the reservations with the customer

● Confirm customer reservations prior to their arrival

● Impart additional information to the guest

● Always be calm and polite when speaking to guest.

● Avoid double booking

A typical table reservation would be:
● Waiter: “Good morning, Brasserie restaurant, Paulo speaking, how may I
help you?”
● Guest: “I would like to make a table reservation please?”

● Waiter: “Certainly sir, May I know your name please?”

● Guest: “Mr. Derick Ramzy”.

12
● Waiter: “Mr. Ramzy your name spell as (Use phonetics alphabet)

● Guest: You got it right

● Waiter: Mr. Ramzy, should I make this table reservation in your name?

● Guest: Yes.

● Waiter: When do you want the reservation, Sir?

● Guest: For tonight

● Waiter: For how many persons, Mr. Ramzy?

● Guest: Four

● Waiter: May I know the time would you like to reserve the table Mr. Ramzy?

● Guest: 7 pm.
(ask guest about special needs or requirements)
● Waiter: May I repeat your table booking?

● Guest: Okay

● Waiter: Sir you want a table reservation at 7 pm for four in the under you
name Mr. Ramzy. Am I right sir?
● Guest: Yes.

● Waiter: Anything else sir?

● Guest: None

● Waiter: Mr. Ramzy, Thank for your patronage in our restaurant. We look
forward to welcoming you.
● Guest: Thanks
Special Requirements

✓ Table by the window

✓ Table of 10

✓ Highchair

✓ Allergies e.g Garlic

13
 ✓ Bottle of Champagne on arrival

✓ Wheelchair access

✓ Birthday Cake

✓ Anniversary Cake

✓ Personalized Menu

✓ Private Room

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

Let Us Practice
Activity 1.2 Hunt a word
Very good! You made it this far! Let us continue rolling!

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

14
 Let Us Practice
Activity 1.2 Fill up the reservation form

Taking the Reservation

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

15
 Let Us Practice More

True or False
Directions: Write TRUE if the statement is correct, and FALSE if it is incorrect.
Write your answers in the space provided before the number.
1. Reservations are advanced table bookings made at a specific time.
2. An advantage of taking reservations is that you know exactly how
many guests you need to feed.
3. Overbooking is taking more reservations than the number of tables
and seats available.
4. Every food service establishment accepts reservations.
5. Reservations can limit the number of walk-ins to the restaurant.

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

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

1. _________________ depends on the person designated, usually a host or

hostess, to answer the phone, record the details of the said reservation, and
taking their credit card information as a 2. ________________.

3. _____________________ Makes use of the internet through a website, where

all necessary information needed for a reservation is keyed by the guest.

4. ___________________________– with this type of reservation, the guest calls

when they are on their way and sets a specific time they will arrive. Usually
restaurants will hold a table for 5._______________ minutes.

Let Us Assess

Wonderful! Just Wonderful! It’s time to try our journey as member of the F&B
team!

16
True or False: Write TRUE if the statement is correct, and false if it is incorrect.
1. Reservations are advanced bookings by customers to hold a table
(table booking).
2. An advantage of taking reservations is that you know exactly the
number of people you need to feed at a specific or given time.
3. Counter service is ideal for diners who need fast service since they
have very limited time to eat.
4. Every food service establishment accepts reservations.
5. Cafeteria service refers to pre-packed food displayed in a counter.
6. A ‘no show’ upon reservation increases revenue.
7. Credit cards are used to guarantee table reservations.
8. Call ahead seating happens when customers arrive. They are then
invited to submit/put their names on a waiting list.
9. A waiting list involves holding a table.
10. Having a designated person responsible for taking reservations
decreases the chances of a table being “double booked”.

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

1. It is an arrangement made in advance to have available table in the restaurant?

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

17
 Let Us Enhance

You are amazing! This would be easy!

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

"Arquivo Com Quadros, Tabelas E Figuras Em Jpg." doi:10.18472/sustdeb.v7n3.2016.3925.

1. 2. 3.

Let Us Reflect

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

AS A FUTURE SERVER OR FOOD ATTNEDANT, HOW IMPORTANT TO LEARN THE

PROCESS OF TAKING TABLE RESERVATION? WRITE YOUR ANSWERS IN YOUR
NOTEBOOK.

_______________________________________________________________________________________
_______________________________________________________________________________________

Rubrics
Content: 10 points
Organization of ideas: 5 points
(grammar, punctuation,
capitalization)

17
 LESSO
N TELEPHONE ETHICS
3

Let Us Try!

How well do you know about use the properties of materials? Let’s try to find out
by answering the following questions. After honestly answering this, you may
check the answers at the last part of this module.
True or False: Write TRUE if the statement is correct, and false if it is incorrect.
1. Answer your telephone within 5-8 rings.
2. Speak directly into the mouthpiece, three inches from your mouth.
3. Chew chewing gums while speaking in the telephone.
4. Always speak into the telephone receiver with a loud tone of voice.
5. End the conversation with a definite "goodbye"

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

4.
1.

3.

2.
5.

"3D1: Checklist and Projects." Computer Graphics for Artists: An Introduction: 135-39.
doi:10.1007/978-1-84800-141-1_8.

18
Introduction

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

THE BASICS: TELEPHONE ETIQUETTE SKILLS

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

restaurant to the person on the other end of the line.
1. Answer your own telephone whenever possible and answer within 2-3
rings.
2. Speak directly into the mouthpiece—one inch from your mouth—so that
your voice is clear and you can be easily understood. Speak clearly and
enunciate every word.
3. Use a greeting wherein the will be impressed that you are professional and
pleasant. There has been a lot of discussion of using “good morning” or
“good afternoon.” This is unnecessary if you use the right tone. Also, people
tend to make mistakes when using these phrases (i.e., saying “good
morning” when it’s really afternoon and vice versa).
4. Identify your department and then identify yourself; e.g. “Brasserie
restaurant; this is Janeal how may I help you?"
5. Speak with a smile in your voice. If you smile when speaking on the phone,
your tone of voice is more welcoming and friendlier. Speak with enthusiasm
– smile into the receiver, because your voice will reflect your attitude.
6. Show interest in the caller and their request.
7. Use the other person's name often. People like to hear their name.
8. Use good grammar and diction; avoid slang words. Gum chewing destroys
good diction. Speak slowly enough to be easily understood. Link words
together, connecting the end of the last word and the beginning of the next
one.
9. Be of service and help. Be informed about the restaurant, its services, and
personnel. Have basic materials and information readily available for
reference. Become an informed person so that you may be of help to others.
10. If you must put a person on hold, ask permission first before to do so and
only keep them on hold for about 45 seconds before checking back with
them. Use your hold button. Unless you cover both ends of the handset,
your voice is still transmitted and you will be heard.
11. Take messages clearly and correctly. Telephone messages must be taken
carefully and delivered promptly. Taking a message requires: (1) being
polite and professional on the telephone and (2) recording all the facts
correctly. Double check spelling and numbers with the caller.
12. End the conversation with a definite "goodbye" or any other expression
which leaves no doubt that the conversation is ended.
13. Who should hang up first? Let the person calling hang up first.
14. Hang up the receiver gently.

19
Telephone Etiquette Tips
1. Sit up in your chair or stand during the conversation.
2. If you must interrupt the conversation, say to the person, “Please excuse
me for a moment I’ll be right back.” And when you return, say, “Thank you
for waiting.”
3. Always speak into the telephone receiver with an even and low tone of
voice. Especially when speaking on a cell phone out in public, be sure to
monitor how loud you may be.
4. Move the phone ear piece just slightly away from your ear and listen to
yourself speaking. Discover whether you are speaking too loudly or too
quietly for the other person to hear you.
5. Do not allow yourself to be distracted by other activities while speaking on
the telephone, such as rustling papers, chewing and eating, working on the
computer, or speaking with someone else.
6. Always treat every caller with the utmost courtesy and respect by giving
him/her your undivided attention.

PHONETICS ALPHABET

A ALPHA N NOVEMBER

B BRAVO O OSCAR

C CHARLIE P PAPA

D DELTA Q QUEBEC

E ECHO R ROMEO

F FOXTROT S SIERRA

G GOLF T TANGO

H HOTEL U UNIFORM

I INDIA V VICTOR

J JULIET W WHISKY

K KILO X XRAY

L LIMA Y YANGKEE

M MIKE Z ZULU

20
 Let us Practice

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

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

1. Ms. Champagne Salva

2. Mr. Harry Roque

____________________________________________________________

_____________________________________________________________

Let Us Practice More

Direction: Give the phonetic alphabet.

Y 1. Z 6.

W 2. D 7.

N 3. C 8.

J 4. F 9.

K 5 X 10.

21
 Let Us Remember
Awesome! Now, let us sum up what we have learned.

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

Use good grammar and diction; avoid 1. ___________. 2. _____________ destroys good
diction. Speak slowly enough to be easily understood. Link words together, connecting
the end of the last word and the beginning of the next one. If you must put a person on
hold, 3. _________________ first before to do so and only keep them on hold for about 4.
___________seconds before checking back with them. Use your 5._______________. Unless
you cover both ends of the handset, your voice is still transmitted and you will be heard.

Let Us Assess

Wonderful! Just Wonderful! It’s time to try our journey as member of the F&B
team!

Direction: Memorize the phonetic alphabet by writing it the space after the letter.

A J S
B K T
C L U
D M V
E N W
F O X
G P Y
H Q Z
I R

22
 Let Us Enhance

You are amazing! This would be easy!

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

"Https://kujss.iraqjournals.com/
pdf_166170_8dd024058ce4abb6c364bec514cecef8.html." Kirkuk University Journal-
Scientific Studies 15, no. 2 (2020): 1-16. doi:10.32894/kujss.2019.15.2.1.
1. 2. 3.

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

AS A FUTURE SERVER OR FOOD ATTNEDANT, HOW IMPORTANT TO LEARN THE

TELEPHONE ETHICS? WRITE YOUR ANSWERS IN YOUR NOTEBOOK.

________________________________________________________________________

Answer key to Activities

23
Lesson 1: Foodservice operation.

LET US PRACTICE

1. Takes & serves orders

LET US PRACTICE!
2. Attends to guest
LET US TRY! 1. A inquiries
2. H 3. Studies & familiarizes
b 3. I the menu
4.J LET US PRACTICE 4. Attends to guest bills
c 5.B 5. Prepare mis-en-place
a 6. C. 6. Assist the waiter
7. E
d 7. Place order to the
8. F
9. D kitchen and picks up
a 10. G 8. Clears soiled dishes
9. Does other errands in
the dining room
10. Refills water

Let Us Practice More

LET US REMEMBER
1. Captain Waiter
!
LET US ASSESS!
2. Busboy
d
3. Room Service Supervisor
c
Food
4. Room Service Order Taker b
outlet
a
Recepti
5. Bartender b
onist
c
Busbo
6. Bar Attendants a
y
d
Superv
7. Barboy a
isor
b
Station
8. Banquet supervisor

9. Banquet Captain

10. Banquet waiters

LET US ENHANCE! LET US REFLECT

Room service waiter

Bartender
Waiter
Teacher will check the
answer based on the
rubrics presented

Lesson 2: Reservation.

24
 LET US PRACTICE
LET US TRY!
MORE !
LET US REMEMBER
1. an arrangement to a 1. TRUE
table held for use at a 1. Manual reservation system
later time 2. TRUE
2. manual, onsite, call 2. guarantee
ahead seating 3. TRUE
3. online reservation system
3. telephone, fax
4. FALSE
machine, email, 4. call ahead waiting
internet, in person 5. TRUE
4. Call, text, email a 5. 20-30
restaurant for a table
reservation and give
details

Let Us Assess

1. TRUE

2. TRUE LET US REMEMBER ! LET US REFLECT

3. TRUE LET US ENHANCE !

4. FALSE

5. TRUE
B INTER
6. FALSE A NET
C FAX
7. TRUE C TELEP Teacher will check
A HONE the answer based
8. FALSE on the rubrics
presented
9. TRUE

10. TRUE

Lesson 3: Telephone Ethics

25
 LET US STUDY!

1. Earpiece LET US PRACTICE

LET US TRY! 2. Mouthpiece 1. Charlie, hotel, alpha, mike, papa,

alpha, golf, November, echo, Sierra
FALSE 3. Handset alpha, lima, victor, alpha
FALSE
FALSE 4. Wiring to wall jack 2. Hotel, alpha, Romeo, Romeo, yankie,
FALSE Romeo, Oscar, Quebec, uniform echo
TRUE 5. Touch pad

Let Us Practice More LET US REMEMBER!

1. YANKIE

2. WHISKY LET US ENHANCE

Slang
3. NOVEMBER words Illustrate
LET US ENHANCE !
4. JULIET Gum
HAPPY
chewing
5. KILO
SAD
6. LIMA Ask
permission
ANGRY Teacher will check
7. ZULU the answer based on
45 the rubrics
8. CHARLIE presented
Hold
9. FOXTROT
button
10.XRAY

26
 References

Author:
Cristeta M. Arcos, Evangeline V. Yu, Jelly M. Flores. Food & Beverage Services
Manual. Department of Education-Bureau of Learning Resources (DepEd-BLR).

Food and Beverage Services (NCII), Competency Based Learning Material (CBLM).
Technical Education and Skills Development Authority (TESDA).

Photograph and Images:

"3D1: Checklist and Projects." Computer Graphics for Artists: An Introduction: 135-39.
doi:10.1007/978-1-84800-141-1_8.
"Https://kujss.iraqjournals.com/
pdf_166170_8dd024058ce4abb6c364bec514cecef8.html." Kirkuk University
Journal-Scientific Studies 15, no. 2 (2020): 1-16.
doi:10.32894/kujss.2019.15.2.1.
"Arquivo Com Quadros, Tabelas E Figuras Em Jpg."

doi:10.18472/sustdeb.v7n3.2016.3925.
"Figure 2f From: Irimia R, Gottschling M (2016) Taxonomic Revision of Rochefortia Sw.
(Ehretiaceae, Boraginales). Biodiversity Data Journal 4: E7720.

Https://doi.org/10.3897/BDJ.4.e7720." doi:10.3897/bdj.4.e7720.figure2f.

27
For inquiries or feedback, please write or call:
Department of Education – Region XI
F. Torres St., Davao City
Telefax: (082) 291-1665; (082) 221-6147

Email Address: regionxi@deped.gov.ph

lrms.regionxi@deped.gov.ph