CORE COMPETENCY #1

PREPARE THE
DINING ROOM/
RESTAURANT
AREA FOR
SERVICE
Prepared by: AILEEN A. GARCIA
 LO 1. Take table
reservations

1.1 Answer inquiries promptly, clearly and accurately

1.2 Ask pertinent questions to complete the details of
the reservations
1.3 Records reservation data on forms accurately
based on establishment’s standards
1.4 Repeat and confirm details of the reservations with
the customer
1.5 Provide additional information about the food
service establishments
 FOOD
SERVICE
SYSTEMS
A facility where large quantities of food
intended for individual service and consumption
are routinely provided, completely prepared.
 1. CONVENTIONAL
FOOD SERVICE
SYSTEM
 the most common of all
the systems in food
service.
 ingredients are
assembled and food/
dish is produced onsite.
 usually used in
cafeterias, restaurants,
small hospitals and
school canteens.
 2. CENTRALIZED
(COMMISSARY) FOOD
SERVICE SYSTEM
 Also known as central
kitchen or food factory.
 Food is prepared in
one place then
transported to satellite
kitchens.
 Most effective when
mass production is
required, airline
industry is an example
of establishment that
uses centralized food
service system.
 3. READY –
PREPARED FOOD
SERVICE SYSTEM
 The food is produced
onsite, it is usually chilled
or frozen then reheated
and served to customers
on site.
 This system the production
can be scheduled anytime
since the food is just stored
either frozen or chilled
onsite.
 used by hospitals and
prison
 4. ASSEMBLY –
SERVE FOOD
SERVICE 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.
 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
 TYPES OF
RESTAURANT
RESERVATIONS
MANUAL RESERVATION SYSTEM
depends on the person designated, usually a
host or hostess, to answer the phone, records
the details of the reservation and taking their
credit card information as a guarantee.
They may also answer guest’s questions,
give accurate directions to the restaurants and
provide clear information about parking.
 TYPES OF
RESTAURANT
RESERVATIONS
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 also
available online, instead of depending on the
host hostess for these details.
 TYPES OF
RESTAURANT
RESERVATIONS
CALL AHEAD SEATING
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.
Restaurants serve guests on a first come
– first served basic.
 TIPS IN TAKING
TABLE
RESERVATIONS

 Answer inquiries promptly, clearly ad as

accurately as possible.
 Take note of specials and changes in the
menu and make sure to inform guest
about it.
 Gather all pertinent information on the
reservation from the guest politely and
efficiently
 TIPS IN TAKING
TABLE
RESERVATIONS

 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
 TIPS IN TAKING
TABLE
RESERVATIONS

 Impart additional information to the guest

such as parking conditions and directions
to the establishment
 Always be calm and polite when speaking
to guests.
 Avoid double booking
 Possible questions of
customers when taking
table reservations:
• How do we get there? What is the nearest landmark?
• What kind of cuisine do you offer? (French, Italian and
modern Australian, etc.)
• What styles of menu do you offers? (A la carte or prix fix)
• Can we bring in other food and drinks bought outside?
• What time do you start serving ? For lunch? For dinner?
• Do you accommodate children?
• Can we bring in pets/ what accommodations can you
provide for pets?
• Do you have a smoking area?
• Do you have parking facilities?
 Possible questions of
customers when taking
table reservations:
• Most reservations are taken over the telephone.
Telephone operator should be friendly and
accommodating.
• Always answer the phone immediately
• The reservation book should always be ready at hand.
• State the name of the establishment clearly
• Greet the caller courteously by saying, for example,
“Good Morning or Good Evening” Thank you for calling
(name of establishment!) May I help you?”, May I have
your complete name Please?”
• Most reservations are taken over the
telephone. Therefore, the telephone
operator should be friendly and
accommodating. Customers may easily be
discouraged and may never call again if
they are not treated well
• Answer questions clearly and politely. if you do
not know the answer, find someone to help you
and ask if they are willing to wait for a few
minutes. You may also ask for the contact
details so you can call them back or request
them to call you back.
• Politely declined if the time requested for
reservation is already filled. Suggest possible
times and other options to accommodate the
reservation.
• Confirm all the details by repeating the
name, date and time of arrival, the number
of the people in the party and the contact
number. make sure all these details have
been clearly written in the reservation
books.
• Be courteous and hospitable in closing a
conversation. You may say, “ Thank you
Mr. Arcos. We look forward to seeing you
at the party.”
 ADVANTAGES AND
DISADVANTAGES OF
TAKING RESEVATIONS
SPECIAL OCCASSIONS
Yield profit
There is an opportunity to advertise
what the restaurant offers besides
competitors
FAIRNESS
First come, first served basis
HIGHER CHECKS
The larger the party or plan for an event
the higher checks
ABSENT CUSTOMER
Sales suffer
Some restaurants charge a fee for a n-
show to prevent this from happening
PLANNING AHEAD
Gives ample time to plan for their
program, thus prevent crowding the
area.
CHANGES IN PARTY NUMBERS
Restaurant makes adjustments on table
setting
 ALTERNATIVES
TO RESERVATION

• The waiting list

• The called-ahead list
• Pagers
 ACTIVITY: Taking the Reservation
• Each student will make their own telephone
reservation conversation script, by the use of this
situation below.
Situation:
a. Total number of guests: A family of 10 composed of
7 adults (2 are senior citizens) and 3 children
b. Purpose: Dinner Reservation
c. Condition: First time to try the restaurant, one adult
vegetarian, no smoking area
 The following skills shall be
observed during the role
playing:
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 food service is provided
when necessary.
 Description Score
Demonstrate outstanding communication skills in taking
phone calls when taking reservations and observe all the six 100-96
skills with much confidence.
Demonstrate very good communication skills in taking
reservation and observe 4 to 5 skills with confidence. 95-91

Demonstrate good communication skills in taking

reservation and observe 3 skills with confidence 90-86

Demonstrate poor communication skills in taking

reservation and observe 1 to 2 skills without confidence. 85 - 81

Did not demonstrate any skill in taking reservation. 80 - 75

 Assignment

For Online Reservation, fill out the needed information

below this link.

https://docs.google.com/forms/d/e/
1FAIpQLSc_rh7GLwD0cDVksMR8t4bk2h_m0qgKFNyuMN
58eUfYvN-asA/viewform
 Assignment

For Online Reservation, fill out the needed information

below this link.

https://docs.google.com/forms/d/e/
1FAIpQLSc_rh7GLwD0cDVksMR8t4bk2h_m0qgKFNyuMN
58eUfYvN-asA/viewform