Quarter 1 – Module 1

Prepare the Dining Room/Restaurant

Area for Service
Learning Objectives:

LO 1: Take table reservation

LO 2: Prepare service stations and
equipment
Definition of Technical Terms:

Crockery - tableware such as plates, dishes, cups and

other similar items used for eating and serving.
Cutlery - sharp tools made of metal, particularly knives;
kitchen and dining tools that are used at the table for preparing,
serving, and eating food.
Double book - overbooking; accepting more than one
reservation for the same table at the same schedule.
Drawback - a feature that renders something less
acceptable; a disadvantage or problem.
Equidistant - the same or equal distance apart from one
point to another.
Hollowware - a serving dish or pieces, such as water
pitcher, teapot, and gravy boat.
Menu - a list of food items served in a restaurant.
Mise en Place - a French phrase which means “put into
place”; pre-service preparation.
No Show - a guest who made a reservation and neither uses
nor cancels it.
Pax - a party, persons or guest; derived from the word
“passenger” as used in the 1940s in the UK transport Industry.
Reservations - an advance arrangement to secure
accommodations in a restaurant or hotel.
Restaurateur - a person who owns and manages a
restaurant .
Walk in-guest - a guest who walks into a place, e.g. a
restaurant, without any prior seat reservations.
Learning Outcome 1: TAKE
TABLE RESERVATION
 Commercial Food
Food Service
Service
Operations Non-Commercial
Food Service
 Commercial Food
Service - are operated as a
business with profit motive
Food like hotels. The types of
foodservice operations are
Service many to meet the demands
Operations of the customer and the
common commercial food
service operations.
 Non-Commercial Food
Service - are those that give
free food and accommodation as
Food support service to some other
establishment’s main function or
Service purpose. They are usually found
Operations in colleges and universities,
healthcare, industries, military,
daycare centers, orphanages,
and old-age homes.
Commercial food service operations

a. The cafeteria system consists of

straight-line counters containing a variety of hot
and cold dishes. The customers select the dishes
along the counters and are billed at the end.
Usually, the tables have basic requirements, such
as salt and pepper, straw holder, napkins, and
water glasses.
Commercial food service operations

b. A coffee shop may be an independent

outlet or may be situated in a restaurant. It mainly
serves neatly plated snacks and beverages in an
informal ambiance.
Commercial food service operations

c. A kiosk is a small permanent or temporary

structure on a sidewalk. It sells items like coffee,
tea, chocolates, pastries, and savories that may
either be taken away or consumed at tables
arranged nearby. Most kiosks do not have seating
provisions.
Commercial food service operations
d. Meals on wheels was a concept
developed in the United Kingdom during World
War II in 1943 when food was delivered to
servicemen. In this system, the food that is cooked
in a centralized kitchen is supplied to homes,
offices, hospitals, and elderly people who live in a
community in separate homes.
Commercial food service operations
e. An airport lounge is a formally ambient
food stall at the airport. It offers a wide menu for
breakfast, lunch, and dinner with hot and cold
beverages, salads, main meals, and desserts for
travelers having meals at leisure. The traveler
selects food and beverage of choice and takes
them to the table by himself.
Commercial food service operations
f. Family restaurant has an elaborate
menu of single or multiple cuisines which may
change according to the operating hours. It has a
good ambiance and comfortable seating
arrangements so that the guests can dine leisurely.
Commercial food service operations
g. Fast Food Outlet has a limited menu of
hot and cold beverages with easily prepared and
fast meals cooked in advance and kept warm.
Commercial food service operations
h. A food court is a multi-cuisine food outlet
located around a central dining area. The
customers pick up food and beverages of their
choice from multiple outlets and sit in the central
dining area to consume them. This type of service
can be seen in shopping malls.
Commercial food service operations
i. Theme restaurant has a limited menu
that is based on the theme. Architecture, lighting,
and music induce the feel of the theme. The
informal ambiance is usually maintained with
various other interior decorations.
Non- Commercial food service operations
a. Welfare catering provides nutritious food
and beverages at a reasonable price to fulfill a
social obligation, hence the term ‘welfare’. This
service is usually provided in hospitals, schools,
colleges, the armed forces, and industrial catering
to help sick, malnourished, or wounded patients
recover fast.
Non- Commercial food service operations
b. Industrial catering provides food and
beverages to ‘people at work’ in industries and
factories at highly subsidized rates. It is based on
the assumption that if employees are fed better,
they are happy and complain less.
LO 1: Take Table
Reservation
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.
 Manual Reservation
System
Types of
Reservation
Online Reservation
System
Types of Reservation

Manual Reservation System requires a

person designated, usually a host or hostess, to
answer the phone, record the details of the said
reservation, and take the credit card information as
a guarantee. The designated person may also
answer questions related to the reservation, menu,
directions, parking areas, and other pertinent
information.
Call Ahead Seating where the guests call
when they are on their way and set a specific time
when they will arrive. Usually, restaurants will hold
a table for 20-30 minutes. However, in cases
where there is a long line of walk-in guests waiting
for seats, restaurants would often opt to serve
guests on a first-come-first-served basis.
Types of Reservation

Online Reservation System makes use

of the internet through a website, where all the
necessary information needed for a reservation is
keyed in by the guest. Other information about the
restaurant, such as directions to the place,
parking, active promotions, and discounts are
posted online; thus, it has less need for host or
hostess.
Possible questions of customers when
taking table reservations
▪ What kind of cuisine do you offer? (French, Italian, Cantonese,
Modern Australian, etc.)
▪ What style of menu do you offer? (A la carte or table d’ hote)
▪ Do you accept credit cards? If yes, what type of credit card do
you take?
▪ Can we bring in other food and drinks bought outside?
▪ Is there corkage for the food and drinks bought outside? If yes,
how much?
Possible questions of customers when
taking table reservations
▪ What time do you start serving? For lunch? For dinner?
▪ Do you accommodate children?
▪ Can we bring pets? What accommodations can you provide for
pets?
▪ Are all rooms air-conditioned?
▪ Do you have parking facilities?
▪ Do you cater to specific functions?
▪ Do you have a smoking area?
▪ How do we get there? What is the nearest landmark?
Procedure for Reservation
Most food service establishments nowadays
accept reservations. A reservation is a
promise for a table in a restaurant. A
reservation works in two ways. First, the
restaurant promises to have a table ready for
the guests for a certain time. Then, the guests
commit to show up at the reserved time for
the reserved table.
Reservation Procedure
1. Receive the reservation
One of the skills you need in taking
reservations is telephone call handling skills.
When the telephone rings, answer the call and
do not forget to greet the person on the other
line. Greet the caller as indicated by the time of
the day. You may say, “Good morning. (state
the name of the restaurant). How may I assist
you today?”
2. Take the reservation details
When taking reservations, the essential information is as
follows:
a. the day the reservation is made
b. names of the guests
c. contact information
d. the day and time of reservation
e. the number of covers
f. smoking preference (smoking, nonsmoking, or no preference)
g. any special requests
3. Check the reservation book
Allot a time to check the reservation book to prevent
double bookings. You may use the following to
advise the customer:
• Please excuse me, (name), while I check the
reservations.
• Please allow me to put your call on hold, while I
check the availability.
• Just one moment, please (name), while I see what
we have available.
4. Accept or deny reservation
After checking the reservation book,
you may use the following phrases
when returning to the caller:
•I am sorry to keep you waiting,
(name).
•Sorry to keep you on hold, (name).
In instances that a table is not
available or where the guest wants
one, still, be polite in informing the
caller. You may offer alternative
options, too. The spiels below may
help to address this concern:
• I am afraid we do not have a table at that time.
Would 8:30 PM be suitable?
• I am afraid we do not have an available table
there at that time. But there is a table available
(say where) then. Would that be all right?
• May I help you to reserve a table at another of
our restaurants instead?
• Perhaps, you would like to have dinner in the
(name of the restaurant), where there will be a
special menu this evening.
Repeat and verify the
information to the guest for
confirmation. Do this as
courteously as possible.
5. Document the details of the reservation
Be mindful of spellings especially of the
guests’ names. These details must be
written on the booking sheet. This form has
the maximum number of covers that can be
accommodated by the restaurant on a
specific day. It also contains the running
total of pre-booked covers to be kept.
6. Explain the policy of the restaurant

Make sure that you have explained the

policy of the restaurant regarding holding
reservations such as guests are required
to arrive 15 minutes prior to the set
reservation. Up to 30 minutes after your
reserved time they will hold the
reservation
7. Saying good-bye
End the call by thanking the
client for calling. Say that you
are looking forward to seeing
them on their reservation.
 Taking Reservation
Perform a self-written role play about taking a reservation through a
telephone conversation.
1. The phone answered promptly and with appropriate greetings.
2. Inquiries are properly answered with clarity and accuracy.
3. Pertinent questions are asked to complete the details of the
reservations.
4. Reservation data are accurately recorded based on the
establishment’s standards.
5. Details of the reservations are repeated and confirmed with the
party making the reservation.
6. Additional information about the foodservice is provided when
necessary. Your performance will be rated using this rubric:
 Description Score
Demonstrated outstanding communication skills in taking phone calls
when taking reservations and was observed doing all the six skills with 40
much confidence.
Demonstrated very good communication skills in taking a reservation
30
and was observed performing four (4) to five (5) skills with confidence.

Demonstrated good communication skills in taking a reservation and

20
was observed performing three (3) skills with confidence.

Demonstrated poor communication skills in taking a reservation and

15
was observed performing one (1) to two (2) skills without confidence.

Did not demonstrate any skills in taking reservations. 5