FOOD AND BEVERAGES
SERVICES NC II
GRACEL MAE D. GUIANG
DO 50 TEACHER APPLICANT
CLASSROOM AGREEMENT
F O O D A N D B E V E R A G E S E RV I C E S N C I I
CLASSROOM AGREEMENT
5 R’s
Respect others and their property
Raise hand to seek permission to talk in class
Remain seated during class time unless instructed
otherwise
Refrain from using any inappropriate language
Responsible to keep focus on the lesson
REVIEW OF
PREVIOUS LESSON
F O O D A N D B E V E R A G E S E RV I C E S N C I I
REVIEW OF PREVIOUS LESSON
Yesterday’s topic:
RESTAURANT SERVICES
REVIEW OF PREVIOUS LESSON
How many types of What are the four types of
restaurant services do we restaurant services?
have? AMERICAN
FOUR (4)
RUSSIAN
FRENCH
BUFFET
MOTIVATION
F O O D A N D B E V E R A G E S E RV I C E S N C I I
MOTIVATION
TITLE:
PHOTOGRAPHIC MEMORY
PHOTOGRAPHIC MEMORY
OBJECTIVES
F O O D A N D B E V E R A G E S E RV I C E S N C I I
OBJECTIVES
demonstrate the basic steps on how to take a table
reservation
properly say the expressions and ask pertinent
questions in taking details of the reservation
observe proper phone etiquette which is used and
recognized internationally
value cooperation and enhance communication
UNLOCKING OF
DIFFICULT TERMS
F O O D A N D B E V E R A G E S E RV I C E S N C I I
UNLOCKING OF DIFFICULT TERMS
COLUMN A COLUMN B
d
_____1. Central a. Finding the web address of an
establishment and contacting them
Reservation System directly
b. Use an outside reservations
_____2.
a E-mail
company to make a booking
_____3. Mail c. Extinct forms of making a
c reservation
e
_____4. Same Chain Referral d. A computerized reservation
software used to maintain
reservations for several venues
_____5. Third Party
b
Reservation
e. Reservation is referred from
another establishment belonging to
the same group
TABLE RESERVATION
F O O D A N D B E V E R A G E S E RV I C E S N C I I
TAKING TABLE RESERVATION
The following are tips and
some possible questions in
taking reservations:
Answer inquiries promptly,
clearly, and accurately
Ask all pertinent information
on the reservation from the
guest politely and efficiently
Accurately record
reservation data on forms
based on establishment
standards.
TAKING TABLE RESERVATION
Repeat the details of the
reservation with the
customer.
Confirm customer
reservation prior to their
arrival
Provide additional
information about the food
service establishment
Always be calm and polite
when speaking to guests
Avoid double booking
TABLE RESERVATION
A table reservation is an
arrangement made in
advance to have a table
available at a restaurant.
This service has become an
integral part of a restaurant’s
operation because of its
multiple benefits. Majority
of the fine dining and casual
restaurants organize their
operation through table
reservation.
BENEFITS TO RESTAURANTS
Keeps a high demand of
its customers on busy
days
Guarantees a customer
a seat which enables the
restaurant to operate at
an earlier time
Higher daily income
BENEFITS TO CLIENTS
Security of experience
when going to a
restaurant
Better quality of service
ACKNOWLEDGE CUSTOMER WHO
WISHES TO MAKE A RESERVATION
ACKNOWLEDGE CUSTOMER WHO
WISHES TO MAKE A RESERVATION
The process of making a reservation is
to be able to know whether or not you are
able to accommodate the guest with what
they require. Therefore, we need to ask the
right questions and respond to the
reservation request.
TIPS FOR CORRECT PHONE MANNER
NOT CORRECT PHONE
SAY THESE WORDS INSTEAD
MANNER
Hello! Good morning! Thank you for
calling Finest Restaurant. This is
________. How may I help you?
Who is it? May I have your name please.
Who? Who is calling please.
What? Can you please repeat.
Hang on/Hold on Please hold on
One moment please
Please allow me to put your call on
hold
TIPS FOR CORRECT PHONE MANNER
NOT CORRECT PHONE
SAY THESE WORDS INSTEAD
MANNER
What do you want? Is there anything I can do for you?
May I help you in any way
How may I help you?
He’s busy Sorry he is not available at the
moment
Would you like to leave any
message?
Speak up Would you please repeat I can’t hear
you. The line is bad. Can you call me
back?
I’ll tell him I will leave a message. Thank you for
calling.
CORRECT PHONE MANNERS
Answer the phone within
three (3) rings
Wish the caller as per time
of the day
Acknowledge guest by
using their name, if known
Use the guest name three
to five times during
conversation
CORRECT PHONE MANNERS
Keep the call on hold less
than 30 seconds
Keep the background
noise free
Speak in a polite, friendly
and clear manner
Use positive expressions
Always be courteous
BASIC INFORMATION/DETAILS SHOULD
OBTAIN FROM THE GUEST
Name
Address
Contact Details
Date & time of
reservation
Occasion
Number of guest
Special Request
Mode of payment
SPECIAL REQUIREMENTS/REQUESTS
Table by the window
Private area
Birthday cake
Anniversary cake
Table of 10
Allergies
Bottle of champagne
upon arrival
High chair
Wheelchair access
SAMPLE RESTAURANT FORM
PROCEDURES IN TAKING TABLE
RESERVATION
STEP PROCDEDURE
SKILLS HOST
1. Answering the Lift the phone. If possible on the first ring and greet
phone call the caller as you say:
OUTSIDE CALL:
“Good morning/afternoon/evening
Thank you for calling Finest Restaurant.
This is ______ speaking. How may I help you?”
INSIDE CALL:
“Finest Restaurant, good
morning/afternoon/evening.
This is ______ speaking. How may I help you?”
PROCEDURES IN TAKING TABLE
RESERVATION
STEP PROCDEDURE
SKILLS HOST
2. Ask for the guest May I know who is on the line, please?
name and
acknowledge
reservation request Kisses Smith, did I get your name right?
3. Check the (Check reservation book for availability of
reservation book booking.) Say:
Please excuse me Miss Kisses. Please allow me to put
your call on hold while I check the availability of
your reservation
RETURNING TO THE CALLER:
Sorry to keep you on hold, Miss Kisses.
PROCEDURES IN TAKING TABLE
RESERVATION
STEP PROCDEDURE
SKILLS HOST
4. Take down the Ask and record details of the reservation.
details of table Miss Kisses, for what day would you like to join us?
reservation
What time would you like?
How many guest would you like to reserve?
May I get your contact number?
Ask the special requirements
Will you be celebrating any special occasion?
Would you like to have an anniversary cake?
What do you wish to design your cake?
PROCEDURES IN TAKING TABLE
RESERVATION
STEP PROCDEDURE
SKILLS HOST
4. Take down the What do you wish to design your cake?
details of table
reservation Do you have any food allergies?
May I get the name of the persons who will use the
reservation?
And what is her contact number?
5. Confirming the May I repeat the details of your reservation.
details Your have reserve a table for four on December 30,
2021 and your time of arrival is at 6:00 pm.
PROCEDURES IN TAKING TABLE
RESERVATION
STEP PROCDEDURE
SKILLS HOST
5. Confirming the You will have a chocolate flavored anniversary cake with
details the wording “Happy 10th Anniversary.”
The name of the person who will use the reservation is Mrs.
Jane Smith with contact number of 12345678.
The person who is making the reservation is Kisses Smith
and your contact number is 12345678.
Did I get all the details correct?
6. Bidding goodbye Do you have any questions?
Thank you for calling Finest Restaurant.
We are looking forward in serving you.
Have a great day ahead.
PROCEDURES IN TAKING TABLE
RESERVATION
STEP PROCDEDURE
SKILLS HOST
7. Reconfirming a Good morning. Is this Miss Kisses Smith. I’m ______ of
table reservation. Finest Restaurant speaking.
(Repeat back all the May I reconfirm your reservation tomorrow?
details) A table for four on December 30, 2021 at 6:00 pm. A
chocolate flavored anniversary cake with the wording
“Happy 10th Anniversary” bas been prepared.
Should you have any other request, please let us know.
Thank you very much for making the reservation. We look
forward in giving service to Mr. Jane Smith. Goodbye!
TAKING TABLE RESERVATION
When a table is not
available or where the guest
wants one
Say:
“I’m afraid we don’t have a
table at that time. Would
(2:30) be suitable?”
“I’m afraid we don’t have a
table available there at that
time. But there is a table
available (say where) then.
Would that be suitable?”
TAKING TABLE RESERVATION
Offering an alternative
Say:
“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?”
QUESTIONS?
CLARIFICATIONS?
F O O D A N D B E V E R A G E S E RV I C E S N C I I
APPLICATION
F O O D A N D B E V E R A G E S E RV I C E S N C I I
APPLICATION
PERFORM A TABLE RESERVATION
SITUATION:
a. Total number
of guest: A family of 12 composed of 6
adults and 6 children
b. Purpose: Dinner
c. Condition: Celebration of 25th wedding
anniversary of couple
No smoking area
RUBRICS FOR THE ACTIVITY
Name of Student: _________________________ Score: ____________
DESCRIPTION SCORE
Demonstrate outstanding communication skills in taking
phone calls when reservations and observe all identified skills 5
with much confidence.
Demonstrate very good communication skills in taking phone
calls when reservations and observe 4 to 5 skills with 4
confidence.
Demonstrate very good communication skills in taking phone
3
calls when reservations and observe 3 skills with confidence.
Demonstrate very good communication skills in taking phone
calls when reservations and observe 1 to 2 skills with 2
confidence.
Did not demonstrate any skill in taking reservation. 1
GENERALIZATION
F O O D A N D B E V E R A G E S E RV I C E S N C I I
GENERALIZATION
What is a table A table reservation is
reservation? an arrangement made
in advance to have a
table available at a
restaurant.
GENERALIZATION
Give three (3) standards “May I have your name,
questions in taking table please?”
reservation. “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?”
GENERALIZATION
Why is it important to confirm the details of the table
reservation?
It is important to confirm the table reservation to check if
the details are correct, remind the guest that they made a
table reservation and changes can be accommodated
before their arrival.
QUESTIONS?
CLARIFICATIONS?
F O O D A N D B E V E R A G E S E RV I C E S N C I I
EVALUATION
F O O D A N D B E V E R A G E S E RV I C E S N C I I
EVALUATION
TEST I – TRUE OR FALSE.
Write TRUE if the statement is correct and FALSE if it is
incorrect.
TRU
_______1. Table reservation is an arrangement made in advance to
E a table available at a restaurant.
have
TRU
_______2.
E Every food service establishment accepts reservations.
TRU
_______3. Having a reservation in the desired restaurant can
E
experience better quality of service.
TRU
_______4. Offering table reservations may be a good tool to
E
increase
FALS demand for certain restaurants.
_______5. Manual reservation system creates wider market for fine
E
dining restaurant.
EVALUATION
TEST II – Table by the window
ENUMERATION. Private area
Give at least five (5) Birthday cake
special Anniversary cake
requests/requirements Table of 10
Allergies
Bottle of champagne
upon arrival
High chair
Wheelchair access
ASSIGNMENT
F O O D A N D B E V E R A G E S E RV I C E S N C I I
ASSIGNMENT
Search about
Welcoming and
Greeting the Guest
FOOD & BEVERAGE SERVICES NC II
DEMO TEACHING
GRACEL MAE D. GUIANG
DO 50 TEACHER APPLICANT
