Gateways Institute of Science and Technology

FOOD AND BEVERAGE SERVICES

2nd Quarter

Grade 12 Week 5
 HOW TO USE THIS MODULE

Here are some reminders on how to use this material:

1. Answer the diagnostic test before you proceed to the different activities. The diagnostic test determines how
much you know about the lessons and identifies the areas you ought to learn. Your teacher will check and analyze
your score to determine your learning needs;
2. This module contains relevant information and activities. Go over each activity carefully. If you encounter
difficulties, do not hesitate to consult your teacher for assistance through your group messaging;
3. Do not skip any lesson. REMEMBER that each activity is a preparation for the succeeding activities;
4. Perform the given activities, quizzes and assignments to enrich your knowledge and skills;
5. Write all your answers on a separate sheet of paper;
6. After successfully finishing the tasks, PLEASE RETURN this module with your answers to the quizzes and tasks
given for checking;
7. Your score will be analyzed and will be used by your teacher for the computation of your grades;
8. Lastly, DO NOT mark this MODULE in any way.

LESSON OBJECTIVES:

At the end of the lesson, the students will be able to:

•
settle guest’s bill
• bid the guest goodbye

CONTENT:

A. RECIEVE AND SETTLE GUESTS BILL

B. DIFFERENT PAYMENT METHOD

LESSON 5.1:

1. Upon accomplishing the order slip, the waiter shall endorse one copy to the cashier, if a manual order taking is
used. If a computerized point of sales is used, the terminal in the cashier’s station already has the orders posted
and the cashier simply generates the bill once she is told that there are no more additional orders.

Developed by: Gateways Institute of Science and Technology

Subject: Food and Beverage Service
Quarter & Week #: 2nd Quarter – Week 5
2. In a manual method, the cashier shall check completeness of information in the order slip and then sign it to signify
that it was verified. Then she will insert the order slip in an order slip rack, corresponding to the applicable table
number.
3. If there are no more orders, the waiter shall advise the cashier to close the order. Then the cashier will then pull out
the order slip in the rack and prepare the bill after checking with the waiter any last-minute order. She shall put the bill
in a bill folder and hand it over to the bill server for him to present to the guest.
• if two checks are used, clip together both pages to avoid misplacing any page. Make sure that the check
number is written on the second check.
4. Upon pick up of the bill, the waiter shall review the figures first before presenting it to the customer.
• Check if the following information are clearly indicated in the check;

To avoid errors and guest complaints, all bills must be thoroughly checked before they are presented to the guest.
Correction if any must be authorized and signed by the supervisor.
5. After verifying the accuracy of figures in the order slip, the waiter shall present the bill in a bill folder with the amount
faced down. Then he shall give the bill to the host or to the gentleman if the host is not known.
6. If cash is received, count the money in front of the host. Mention the amount received; “sir, i received p1000).”
Any shortage should be settled outright before leaving the table.
Then the cash is turned over to the cashier.
7. The cashier, upon receipt of cash shall: count the money in view of the waiter;
Indicate the amount received as settlement of the bill on the tape receipt attached to the order slip;

8. The waiter shall give the change to the guest and say: “your change sir..”

9. If the guest opts to pay by credit card, the waiter shall endorse the card to the cashier for proper verification.

1o. The cashier, upon receipt of the credit card, shall:

Developed by: Gateways Institute of Science and Technology

Subject: Food and Beverage Service
Quarter & Week #: 2nd Quarter – Week 5
Secure an approval from the credit card company:
Swipe the credit card through the bank credit authorization terminal.
Enter the bill amount and wait for bank approval

11. If the guest has a signing privelage(as in membership clubs), check first the status of his account before allowing him
to sign. If his signing privelege is suspended, the manager must discreetly talk to the guest in private.
Critical issues like suspended cards or signing privelege should be handled only by the supervisor who may also consult
with the manager for a decision on the matter. He/she must talk to the guest in private ensuring that the conversation is
not overheaerd by other guests.

12. If the customer is a registered guest in a hotel and wants to charge the bill to his room, check first if he is allowed to
sign. Some guest accounts are placed on “cash basis” in which case the guest is not authorized to sign. The manager must
secure clearance or approval from the accounting/credit office before allowing the guest to sign for charges.

1. Once the bill is settled, give back the change if any, in a cha\nge tray as you say: “your change sir/maam.” Never wait
for a tip nor suggest it. Neither should you touch the change tray and count any tip until the guest has left the table.
2. When guest start to depart from their tables, be alert in bidding them goodbye and thank them for their patronage.
Invite them to come again.
“ thank you sir/mam for dining with us. We look forward to your next visit.”

Activity 5.1:
MAKE A DIALOGUE IN PRESENTING AND SETTLING GUESTS BILL:
A. CASH PAYMENT
B. CARD PAYMENT

QUIZ 5.1:
True or False

__________1. Secure an approval from the credit card company

__________2. Restaurant do not accept cheque payment for walk-in guest.
__________3. Wait for the Tip or suggest it.
__________4. If the customer is a registered guest in a hotel and wants to charge the bill to his room, check first
if he is allowed to sign.
__________5. You should announce how much the guest pay.
__________6. Suspended card must refer to the supervisor.
__________7. Allow guests to check their bill.

Developed by: Gateways Institute of Science and Technology

Subject: Food and Beverage Service
Quarter & Week #: 2nd Quarter – Week 5
 __________8. Always present the bill to the host.
__________9. Do not accept foreign bills as the form of payment.
__________10. We should not give 50 centavo change.

CONTENT:
PROVIDE ROOM SERVICE

LESSON 5.2:
Provide room service
What is room service?
Room service is part of the hotel operations where they serve food conveniently to their respective guest rooms by just
calling the rooms service department and place order of food and drinks to be sent to their room.
Room service is a 24 hours service

Duties includes checking of minibars upon check out, collecting breakfast menus every morning, sending food and
beverage and room amenities to guest.
1.) Reasons behind offering room service:
Many hotels make significant amount of profit out of room service.
Well managed room service gives a competitive advantage in market.
As room service is a personalized service so if it is performed properly then it helps to gain ultimate guest
satisfaction.
In some cases, it is matter of great prestige as well.
All big hotels provide room service facility and those who don’t have such are lacking behind others.

2.) Why guest prefers room service?

Developed by: Gateways Institute of Science and Technology

Subject: Food and Beverage Service
Quarter & Week #: 2nd Quarter – Week 5
 Developed by: Gateways Institute of Science and Technology
Subject: Food and Beverage Service
Quarter & Week #: 2nd Quarter – Week 5
Why some guests don’t want room service???
It’s not true that all guests prefer room service. There are few reasons behind not choosing room service even through it
is offered;

QUALITIES OF A PROPER ROOM SERVICE

Here are some qualities of a perfect well managed room service wants fervently:
• Prompt response, proper greeting, and polite behavior while ordering through telephone.
• Appropriate suggestions from order takers.
• Correct order taking.
• delivery of order in proper room in appropriate time.
• Proper temperature of foods and beverage items.
• Courtesy from service delivery person.
• Quick removal of used trays and trolleys after having food.
• No unnecessary attempt to push selling.
TYPES OF ROOM SERVICE

1. Centralized room service

Centralized room service offers all items to be delivered from main kitchen and a general waiter will serve the foods in
place of specialized room server.

Developed by: Gateways Institute of Science and Technology

Subject: Food and Beverage Service
Quarter & Week #: 2nd Quarter – Week 5
For providing such service main kitchen needs to have all room service support facilities, man power and equipment.
The main problem with this type of room service is that it takes time to serve food in guest room. The delay occurs since
such service is provided through same service elevator used by all other staffs.
Decentralized room service
2. Decentralized room service offers very limited number of food and beverages items to be served in real quick
time.
This service is offered through separate pantry located in different floors. Generally easy to make foods like tea, coffee,
sandwiches are served by this service.
EQUIPMENT NEEDED FOR ROOM SERVICE
Room service is mainly performed through trays and trolleys. According to the types of equipment needed for room
service varies.
Here is some frequently used equipment needed for room service:

Developed by: Gateways Institute of Science and Technology

Subject: Food and Beverage Service
Quarter & Week #: 2nd Quarter – Week 5
 Developed by: Gateways Institute of Science and Technology
Subject: Food and Beverage Service
Quarter & Week #: 2nd Quarter – Week 5
 ACTIVITY 5.2:

EXPLAIN THE FOLLOWING:

1. Why do people prefer room service?

2. What are the advantages of Room service?

QUIZ 5.2:

a. TRUE OR FALSE:

__________1. Room service are available until 12 midnight only.

__________2. Room service is mainly performed through trays and trolleys.
__________3. Centralized room service offers very limited number of food and beverages items to be served in real quick
time
__________4. Decentralized room service offers all items to be delivered from main kitchen and a general waiter will
serve the foods in place of specialized room server.
__________5. Room service is part of the hotel operations where they serve food conveniently to their respective guest
rooms by just calling the rooms service department and place order of food and drinks to be sent to their room.

b. ENUMERATION:
QUALITIES OF A PROPER ROOM SERVICE
1. _____________________
2. _____________________
3. _____________________
4. _____________________
5. _____________________
6. _____________________
7. _____________________
8. _____________________

References:
• Roldan, Amelia S. et.al. 2008.Food Service and Bartending.AR SKILLS DEVELOPMENT AND MANAGEMENT
SERVICES INC. 180 Maple Street, Maywood Village II, km. 18 South Superhighway Paranaque City, Metro-
Manila.

Developed by: Gateways Institute of Science and Technology

Subject: Food and Beverage Service
Quarter & Week #: 2nd Quarter – Week 5