FBS Module 1st Quarter Week 1

Module in
Food and Beverage Services

11
Quarter 1 – Module 1:
Prepare the Dining Room/Restaurant

Area for Service
(WEEK 1)
DRAFT ONLY
NAME: _____________________________________
SECTION:___________________________________
Food and Beverage Services – Grade 11
Alternative Delivery Mode
Quarter 1 – Module 1: Prepare the Dining Room/Restaurant Area for Service
First Edition, 2020
Republic Act 8293, section 176 states that: No copyright shall subsist in any work
of the Government of the Philippines. However, prior approval of the government agency or
office wherein the work is created shall be necessary for exploitation of such work for profit.
Such agency or office may, among other things, impose as a condition the payment of
royalties.
Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names,
trademarks, etc.) included in this module are owned by their respective 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

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio
Development Team of the Module
Writers: Marites Montalvo-Paguntalan

Editors:
Content: Sharon Tanguilan-Nicolas
Language: Roy N. Nalagon
Reviewers:
Illustrator:
Layout Artist:
Management Team:
Printed in the Philippines by ________________________
Department of Education – National Capital Region Division: Taguig-Pateros
Office Address: General Santos Avenue, 1630 Metro Manila, Taguig
Telefax: 527-49-69
E-mail Address: deped.tapat@yahoo.com
Chapter 1 Introductory Message
For the facilitator:
Welcome to the Food and Beverage Services, Grade 11 Alternative Delivery

Mode (ADM) Module on Prepare the Dining Room/Restaurant Area for Service!
This module was collaboratively designed, developed and reviewed by educators

both from public and private institutions to assist you, the teacher or facilitator in
helping the learners meet the standards set by the K to 12 Curriculum while
overcoming their personal, social, and economic constraints in schooling.
1. You should answer your phone immediately
a. True c. Maybe
b. False d. No
2. A/An __________ of taking reservation is that you know exactly how many guests
you need to feed.
a. advantage c. disadvantage
b. problem d. gain
3. ____________ are advanced table bookings made at a specific time.
a. Specials c. Reservations
b. Menus d. Overbookings
4. Guests give their names, stay inside the restaurant, and wait for their names to
be called.
a. The call-ahead list c. Reservations
b. Pagers d. The waiting lists
5. Guests call ahead to place their names on the waiting list and inquire how long
it will take to wait. They will come only once a restaurant staff calls to inform
them of the next available table.
6. Many restaurants employ electronic device in lieu of calling out customers’
names when tables are ready. This device flashes, vibrates, and sometimes make
noises when a table is available. The downside of this gadget is that when it
malfunctions.
7. __________ is taking more reservations than the number of tables and seats
available.
a. Pager
c. Overbooking
b. The waiting list d. The call-ahead list
8. Sometimes a reservation is changed without prior notice. Because plans have
been changed, the restaurant makes adjustments on the table setting.
a. Planning ahead c. Change in party numbers
b. Absent customers d. Special occasions
9. This will give restaurants ample time to plan their program. This may include
adjusting their workforce or the layout or their restaurant to accommodate the
maximum number of guests without crowding the area.
10. You need to record reservation data on _____ based on the
establishment’s standards.
a. sheet c. menu
b. computer d. form
This learning resource hopes to engage the learners into guided and independent
learning activities at their own pace and time. Furthermore, this also aims to help
learners acquire the needed 21st century skills while taking into consideration
their needs and circumstances.
In addition to the material in the main text, you will also see this box in the body of
the module:
Notes to the Teacher

1. You should This contains
answer helpful
your phone tips or strategies
immediately
a. True that will help you in guiding the learners.
c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
As a facilitator you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing them
to manage their own learning. Furthermore, you are expected to encourage and
assist the learners as they do the tasks included in the module.
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
❖ LO ❖ Take Table Reservations
1
Reservations are beneficial for both the customer and the restaurant. Table
reservations are tricky to master. Before taking reservations, make sure to know the
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
answers to the questions which are likely to be asked. Make sure to know the possible
questions and try to answer all questions promptly and accurately.
Let’s Learn
This module was designed and written with you in mind. It is here to help you
master the nature of Table Reservations. 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 arranged to follow the standard sequence of the course.
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
But the order in which you read them can be changed to correspond with the textbook you
are now using.
The module is intended for one week:
● Lesson 1 –Take Table Reservations
After going through this module, you are expected to:
1. Identify possible questions raised by customers;

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
2. Answer questions clearly and accurately;
3. Explain parts of reservation form;
4. Compare the advantages and disadvantages of taking reservations; and
5. Distinguish alternatives to reservations.
Let’s Try
True or False: Write TRUE if the statement is correct, and FALSE if it is incorrect. Write
your answer in your test notebook.

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
__________ 1. Gather all pertinent information on the reservation from the guest
politely and efficiently.
__________ 2. Take note of specials and changes in the menu and make sure to
inform guests about it.
__________ 3. Always have double booking.
__________ 4. Repeat the details of the reservations with the customer.

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
__________ 5. Always be sarcastic when dealing with customers.
__________ 6. Confirm customer reservations prior to their arrival.
__________ 7. Impart additional information to the guest such as parking conditions
and directions to the establishment.
__________ 8. Every food establishment accepts reservations.
__________ 9. Reservations are advanced table bookings made at a specific time.
__________ 10. Accurately record reservation data on forms based on the

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
Let’s Explore

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
Reservation is one way of ensuring restaurant accommodation. It saves you time
and effort. Analyze the picture above, what type of table reservation is it? What are the
important things that you need to bear in mind?

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
o How to Take Reservations
Reservations are advanced table bookings made at a specific time. Before taking
reservations, make sure to know the answers to the questions which are likely to be asked.
It is very important to answer all questions promptly and accurately.
Below are tips in taking table reservations:
❖ Avoid double booking.
❖ Confirm customer reservations prior to their arrival.

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
❖ Always be calm and polite when speaking to guests
❖ Answer inquiries promptly, clearly, and as accurately as possible.
❖ Gather all pertinent information on the reservation from the customers.

A TABLE RESERVATION is an arrangement made in advance to have a table
available at a restaurant. While most restaurants do not require a reservation, and some
have no policy or simply any channel for making one, the so-called higher-end restaurants
mainly in overcrowded cities often require a reservation, and some may have tables booked
for weeks in advance. At particularly exclusive venues, it may be impossible to make a
reservation on the same day as the planned visit.
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
TABLE RESRVATIONS PROCEDURE FOR RESTAURANTS
ANSWERING THE TELEPHONE:
⮚ Wish/Greet the caller as per the time of the day:
⮚ Good (morning/ afternoon/ evening). Roof Top Restaurants, Albert speaking. How
may I help you?

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
ACKNOWLEDGE A RESERVATION REQUEST:
⮚ Certainly Mr. David, (use name if whenever known)
⮚ Yes of course sir or madam, (use name if known)
CONFIRMING THE DETAIL
⮚ May I please repeat the table reservation details, a table for (2) (this afternoon/ on
Sunday, 31 October) at (2:00 p.m.) in the name of (Mr., David). And your (telephone
number) is (123456789). Are those details correct?

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
SAYING GOODBYE
⮚ Thank you very much for calling, Mr. David. We look forward to seeing you then.
Have a great day ahead.

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
Let’s Elaborate
Possible Questions of Customers When Taking Table Reservations
Do you have a What style of

smoking area?
1. You should answer menu
your do you
phone immediately
a. True c. offer?
Maybe
b. False d. No What kind of
2. A/An __________ of taking reservation is that you know exactly how do
cuisine you guests
many
offer?
you need to feed. Do you cater
a. advantage for specific
c. disadvantage
b. problem functions? d. gain
4. Guests give their names, stay inside the restaurant, and wait
Do you acceptfor their names to
be called.
credits cards?
If yes, what
them of the next available table. How do we get
there? What is
b. Pagers the nearest d. The waiting lists
landmark?
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
Possible Questions Customers Ask When Taking Table Reservations
The Advantages and Disadvantages of Taking Reservations

Can we bring in
What time do you
Accepting restaurant reservations has both its advantages other
andfood and
disadvantages both
start serving? For
drinks bought
for the guests and restaurant. The main advantage for the establishment is the knowledge
lunch? For dinner?
of dining details, such as definite number of guests who will eat outside?
at the restaurant as the
specific time, which will guide them in their preparations. For guests, they get to have faster
service. On the other hand, sales may be affected especially since reservations may limit the
number of guests.

a. True c. Maybe
b. False d. No Is there corkage
2. A/An __________ of taking reservation is that you know exactlyfor themany
how food guests
and
you need to feed. drinks bought
a. advantage c. disadvantage outside? If yes,
b. problem how much? d. gain
be called.
b. Pagers DoThe
d. you waiting
cater tolists
5. Guests call ahead to place their names on the waiting list and inquire persons
howwithlong
it will take to wait. They will come only once a restaurant staff calls disability?
to inform
Do you have a.Do The
you call-ahead list c. Reservations
parkingb. Pagers accommodate d. The waiting lists
6. Many restaurants children?
facilities? employ electronic device in lieu of calling out customers’
malfunctions.
b. Pagers d. bring
Can we The waiting
in pets?lists
7. __________ is taking more reservations than the number What of tables and seats
accommodations
Are all rooms air-
available. can you provide for
conditioned?
a. Pager
pets?
c. Overbooking
a. sheet c. menu
b. computer d. form
Here are some advantages and disadvantages of accepting table reservations.
● SPECIAL OCCASIONS
On these occasions, aside from the profit it will yield, taking reservations can
be an opportunity for restaurants to advertise what they offer, what makes
them at par with their competitors while ensuring customer satisfaction.
● FAIRNESS
Some restaurants require their guests to make a reservation week or even
months before their desired date. To be fair, some restaurants decide to run
purely on a first-come, first served basis.

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
However, waiting time can be extremely long at places like these; this is why
accepting reservations makes it easier for restaurants to prioritize these
guests should other guests opt to just walk-in.
● HIGHER CHECKS
Usually, guests who make reservations either hold a large party or simply
plan for a special event. These occasions result in increased revenue on the
part of the restaurant.
● ABSENT CUSTOMERS
When the serving party does not show up, sales suffer. The reservation
made by the party concerned forces the restaurant to turn away other sales-
generating customers for that scheduled time. Some restaurants charge a fee
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
for a non-show to prevent this from happening or to cover their losses should
it occur.
● PLANNING AHEAD
This will give restaurants ample time to plan their program. This may
include adjusting their workforce or the layout or their restaurant to
accommodate the maximum number of guests without crowding the area.
● CHANGES IN PARTY NUMBERS

Sometimes a reservation is changed without prior notice. Because plans
have been changed, the restaurant make adjustments on the table setting.
ALTERNATIVES TO RESERVATIONS

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
In the case of some restaurants who do not accept reservations or for those who
cannot accommodate a large number of guests, the following options can be considered.
⮚ The waiting lists

Guests give their names, stay inside the restaurant, and wait for their names
to be called.
⮚ The call-ahead list
Guests call ahead to place their name on the waiting list and
inquire how long it will take to wait. They will come only once a
restaurant staff calls to inform them of the next available table.
⮚ Pagers
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
Many restaurants employ electronic pagers in lieu of calling
out customers’ names when tables are ready. This device flashes,
vibrates, and sometimes make noises when a table is available. The
downside of this gadget is that when it malfunctions.
Let’s Dig in

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
Activity 1.1 Filling out Reservation Form
Make your own reservation form. Follow the sample below.

RESERVATION FORM
VOICE FAX INTERNET EMAIL WALK IN

CP AP MAP EP

a. True c. Maybe
b. False d. No
you need to feed.
b. problem____________________________________
Arrival Date/Time: d. gain
Name: 3. _______________________________________________
____________ are advanced table bookings made at a specific time.
a. Specials
Booked by: _____________________________ c. Reservations
Mobile: ______________________________
email: _________________________________
be called.
Type of car: ________________________
remark: ___________________________
Company it Name: ____________________
will take Special
to wait. They will come onlyApplicable YES/NO ______
once a restaurant staff calls to inform
Company them of the__________________
Address: next available table.
a. The call-ahead list
Booker: ___________________________ c. Reservations
b. Pagers
Base Rate: _________________________ d. The waiting lists
6. Many restaurants employ
Deposit: ___________________________ electronic device in lieu of calling out customers’
names when tables are
Total: _____________________________ ready. This device flashes, vibrates, and sometimes make
malfunctions.
Billing Instruction: _______________________________________________
b. Pagers _______________________________________________ d. The waiting lists
REMARKS: _____________________________________________________
_________________________________________________________
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
Reservation Keyed into PMS Guest Service Accounts Department
Taken by by

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
Let’s Remember
1. There are a lot of possible questions a customer may ask.
2. Reservations are advanced table bookings made at a specific time.

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
3. An advantage of taking reservation is that you know exactly how many guests you
need to feed.
4. Overbooking is taking more reservations than the number of tables and seats
available.
5. You need to record reservation data on forms based on the establishment’s
standards.
6. Always be calm and polite when speaking to guests.
7. Repeat details of the reservations with the customer.
8. Take note of specials, and changes in the menu and make sure to inform guests
about it.

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
9. Impart additional information to the guest such as parking conditions and
directions to the establishment.
10. The reservation book should always be ready at hand.
Let’s Apply
Taking the Reservation

Perform a telephone reservation.
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
Sample Situation:
a. Debut- Total number of guests: a family of 20; composed of 15
teenagers and 5 adults (1 is a senior citizen) and 4 regular adults.
Let’s Evaluate

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
Multiple Choice. Choose the letter of the best answer. Write the letter of your choice on a
separate paper.

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
Let’s Extend

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
Write six possible questions a customer may ask.

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
References
a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
Arcos, C.M. et al., (2017).Technical-Vocational-Livelihood (Home Economics)
Food and Beverage Services Manual. First Edition. Pasig City, Philippines: Sunshine
Interlinks Publishing House Inc. Department of Education-Bureau of Learning
Resources (DepEd-BLR).
TESDA Competency-Based Learning Materials, Tourism Sector (Hotel and

Restaurant), Food and Beverage Services NCII

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form
[The Ultimate Guide to a Restaurant Reservation System]. (n.d.). Retrieved June 20, 2020,
from https://www.upmenu.com/blog/the-ultimate-guide-to-a-restaurant-
reservation-system/.
Jaromamay, C. (2018, May 12). CBLM for Food & Beverage Services NC II. Retrieved
June 21, 2020, from https://www.slideshare.net/ChristianJaromamay1/cblm-for-
food-beverage-services-nc-ii
Table Setting Guides. (n.d.). Retrieved June 20, 2020, from

https://emilypost.com/advice/table-setting-guide

a. True c. Maybe
b. False d. No
you need to feed.
b. problem d. gain
be called.
malfunctions.
available.
a. Pager
c. Overbooking
a. sheet c. menu
b. computer d. form

FBS Module 1st Quarter Week 1

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FBS Module 1st Quarter Week 1

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Module in

Food and Beverage Services

Prepare the Dining Room/Restaurant

Published by the Department of Education

Development Team of the Module

Writers: Marites Montalvo-Paguntalan

Printed in the Philippines by ________________________

Department of Education – National Capital Region Division: Taguig-Pateros

Office Address: General Santos Avenue, 1630 Metro Manila, Taguig

Welcome to the Food and Beverage Services, Grade 11 Alternative Delivery

This module was collaboratively designed, developed and reviewed by educators

10. You need to record reservation data on _____ based on the

Notes to the Teacher

10. You need to record reservation data on _____ based on the

10. You need to record reservation data on _____ based on the

10. You need to record reservation data on _____ based on the

10. You need to record reservation data on _____ based on the

10. You need to record reservation data on _____ based on the

10. You need to record reservation data on _____ based on the

The module is intended for one week:

● Lesson 1 –Take Table Reservations

After going through this module, you are expected to:

1. Identify possible questions raised by customers;

10. You need to record reservation data on _____ based on the

1. You should answer your phone immediately

10. You need to record reservation data on _____ based on the

politely and efficiently.

inform guests about it.

__________ 3. Always have double booking.

__________ 4. Repeat the details of the reservations with the customer.

1. You should answer your phone immediately

10. You need to record reservation data on _____ based on the

__________ 6. Confirm customer reservations prior to their arrival.

__________ 7. Impart additional information to the guest such as parking conditions

and directions to the establishment.

__________ 8. Every food establishment accepts reservations.

__________ 9. Reservations are advanced table bookings made at a specific time.

__________ 10. Accurately record reservation data on forms based on the

1. You should answer your phone immediately

10. You need to record reservation data on _____ based on the

1. You should answer your phone immediately

10. You need to record reservation data on _____ based on the

10. You need to record reservation data on _____ based on the

1. You should answer your phone immediately

10. You need to record reservation data on _____ based on the

Below are tips in taking table reservations:

❖ Avoid double booking.

❖ Confirm customer reservations prior to their arrival.

1. You should answer your phone immediately

10. You need to record reservation data on _____ based on the

❖ Answer inquiries promptly, clearly, and as accurately as possible.

❖ Gather all pertinent information on the reservation from the customers.

10. You need to record reservation data on _____ based on the

⮚ Wish/Greet the caller as per the time of the day:

1. You should answer your phone immediately

10. You need to record reservation data on _____ based on the

⮚ Certainly Mr. David, (use name if whenever known)

⮚ Yes of course sir or madam, (use name if known)

CONFIRMING THE DETAIL

1. You should answer your phone immediately

10. You need to record reservation data on _____ based on the

1. You should answer your phone immediately