PREPARE THE DINING

ROOM/RESTAURANT AREA
FOR SERVICE
 DEFINITION OF
TECHNICAL TERMS
Ambiance- the mood of feeling In a place.

Cafeteria- A restaurant serving mostly cooked or ready-to-eat food arranged

behind a food serving counter.

Cover- A cover is the space required on a table for table appointment for one
person to partake of a meal.

Manual reservation system- An manual booking system whereas a hostess

usually answers the phone to record the details of a dining reservation/s
which might include taking guest/s credit card information/s as a guarantee.
Mis-en-place- A French term which mean "put into place" during the
pre-service preparations.

Online Reservation system- A type of reservation system that uses a

specific paid booking platform via an internet website, where all
necessary information needed for reservation is keyed-in by the guest.

Pax- The number of person/s booked for dining in the restaurant.

Reservation-
Reservation advance arrangements to secure dining bookings in
restaurant or hotel.

Restaurant- A food-sevice establishment that serves prepared food to

guests.
Station mis-en-place- the preparation of a waiter's station in the food
service.

Table Reservation- An advance booking arrangement made in specific

restaurant which might include but not limited to table preferences, food,
orders and other important details.

Table skirting- The process of making a table more attractive, usually done
in buffet type of a table service. Twenty (20) meters of the cloth table are
completely covered.

Walk-in Guests- A guest who visit a food service establishment (e. g.

Restaurant),without any prior seat reservations.
FOOD AND BEVERAGE
OPERATIONS
The Restaurant
A restaurant is a food-service establishment that serves prepared food
to customers. Service is generally for eating on premises, though the
term has been used to include take-out establishment and food
delivery services.

Restaurants are sometimes a feature of a larger complex, typically a

hotel, where the dining amenities are provided for the convenience of
the residents and for the hotel with singular objective to maximize
their potential revenue.
THE FUNCTION OF A
RESTAURANT
1. To provide food and beverage, served attractively
fulfilling a customer expectation.

2. To provide a nice environment where guests can enjoy the

food and drinks.

3. To make a profit
TYPES OF RESTAURANTS
Cafeteria- cafeterias are restaurant serving mostly cooked or ready to
eat food arranged behind a food-serving counter. Depending a ready-
made portions already on plates, self- serve of food of their own choice.

Fast- food Restaurants- Fast food restaurants emphasize speed of

service and low cost over all other considerations.

Casual Dining Restaurants- A casual dining restaurant is a restaurant

that serves moderately priced food in a casual atmosphere. Except for
buffet-style restaurants, casual dining restaurants typically provide
table service. Casual dining comprises of a market segment between
fast food establishments and fine dining restaurants
STAFFING AND
MANAGEMENT
Family style restaurants- Family style restaurant are restaurants with
a fixed menu and fixed price, usually with diner seated at a communal
table such a on beach seats. Often these restaurants provide children
play area.

Specialty Restaurants- They range from quick service to upscale.

Menus usually include ethnic dishes and/or authentic ethnic foods.
They specialize in a multicultural cuisine not specifically
accommodated by any other listed categories. Example: Asian l cuisine,
Chinese cuisine, Indian cuisine, American cuisine etc.
The focus on recruiting service personnel and management staff
should be affective delivery of services and proper management on
daily basis, plus long-term goals of the restaurant. Restaurant staffing
depends on size, covers, style, and type of the food and extent of the
operation.

Restaurant manager- this person has overall responsibility for the

restaurant and other food and other beverage service areas. The
restaurant manager sets standards for service and is responsible for
any staff training that may have to be carried out on or off the job.

Captain- This person has overall charge of the service staff/team. He is

responsible for ensuring that all the duties necessary for the pre-
preparation for service are efficiently carried out and that nothing is
forgotten. The captain helps with the compilation of duty rosters and
holiday schedules, and may relieve the restaurant manager, on their
days-off.
Waiter- The waiter must be able to carry out the same work as the
station head waiter and relieve him days-off. The waiter will normally
have less experience than the station headwaiter. Both of the station
headwaiter must work together as a team, to provide efficient and
speedy service.

Trainee/apprentice- The trainee is the 'learner', having just joined the

food service staff and possibly to take up food service as a career.
During service this person will as required. The trainee caries out
certain cleaning tasks during the pre-preparation period.

Wine waiter/Sommelier- The sommelier is responsible for the service

of all alcoholic drinks, during the service of meals. He must also be a
salesperson.
Host/Hostees- The role of a restaurant host/ees is to attend to guests
needs, particularly, on arrival at the restaurant.
The host should "Meet, Greet and Seat"
the guest. The host/ees should make sure that; guests leaving the
restaurant have enjoyed their meal.

Barman- This person must have a good knowledge about the

ingredients and methods needed to make alcoholic and non-alcoholic
drinks.
FOOD SERVICE SYSTEM
1. Conventional food service system
This service system is the most common of all the systems in the food
service. In this kind of system, ingredients, are assembled, and
food/dish are produced onsite. This system is usually used in cafeterias,
restaurants, small hotels and school contents.

2. Centralized ( Commissary) Food service system

Centralized foodservice is also known as central kitchen or food
factory. In this kind of system, food is prepared in one place then
transported to satellite kitchens.
3. Ready- prepared food service system- In ready prepared
foodservice system, the food is produced on site, usually chilled or
frozen then reheated and served to customers onsite and readily
available to the customers.

4. Assembly- Serve Food services System- In this system, food is

purchased then stored either chilled or frozen for later use. Then it will
be portioned and reheated and served to customers it is usually used
by in-flight caterers.
TAKING RESERVATION
Types of Restaurant Reservation

Manual reservation system- depend on the person designated,

usually a host or a hostess, to answer the phone, record the details of
the said reservation and taking their credit card information as
guarantee.

They may also answer guest questions, give accurate directions to the
restaurant, and provide clear information about parking. forms will be
used for reservation customer details. System and processes have to
work so the information collected can be stored and made available on
the dates it is required.
Product information such as room types, menu items, rate sheet prices,
car types, live entertainment, bus destinations, will all be in the form of
brochures, charts, and hang-outs for the staff. Accounting processes to
collect the Method of payment would be cash register, pretty cash box,
manual credit card machine or cashier to process the money.

Online reservation system- makes use of the internet through a

website, where all necessary information needed to 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
details.
It also provides up to date "real time" information on the availability at
the push of a button. When a reservation recorded the availability is
automatically altered.

A computer system may have a "history" of any guests who has used
the establishment previously. It can store information such as
preferred room type, record of request, date of last stay, even the
amount spent previously.
The elements of reservation
People make reservations for convenience and security. Many people
like to plan out their holiday or business trip to feel secure in the
knowledge that they have a room waiting for them, they have a
prepared table for comfortable dining, they have a room waiting for
them, they have a prepared table for comfortable dining, they have a
flight booked to take them back to their home or next destination, and
know they have seen all the attractions of the city during their stay.

The role of reservation staff is to ensure that they process all

reservations in an efficient and professional manner.
TYPES OF BOOKINGS
 accommodation suppliers- guest will need to have room
bookings processed in order to stay at establishments that provide
accomodation such as hotels, apartments, resorts, guests houses,
caravan parks.

 Aircraft- passengers need to have "seats" booked for all types of

air travel they undertake. These bookings will vary according to the
airline chosen, class of travel such as First Class or economy, date of
flying (e.g High season or low season or facilities that are included
such as food or movies).

 Cruise ships- passengers on cruise ships need to make bookings

for the dates of their cruise. This sort of reservation may include
meals while on board.
 Coaches or buses- to travel from one place to another or to visit a
tourist destination.

 Limousines (rental cars/vans)- customers can book transport to

either drive themselves around or have a chauffeur included with
the vehicle.

 Day/extended fours- includes meals and maybe accommodation

and entrance fees to tourist parks.

 Dining and meal reservations- table bookings for restaurants

And/or eating houses.

 Entertaimnmen- a ticket booking such as theatre or music concerts.

 Tourist attractions- events such as the different ethnic festivals of
the Philippines.

 Other venues- some airlines will book accomodation for guests. If

one hotel is fully booked, they might make a reservation at another
hotel. Travel agents booked theatre or concerts.
SOME WAYS TO CHECK
AVAILABILITY
 WAYS TO CHECK THE AVAILABILITY

Ability to offer alternatives

Provide information on the costs and
when the requested
booking is not available products features.

Record the details and requirements of the person making the

reservation; a wayof recording the acceptable method of payment and
provide confirmation details.
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WAYS RESERVATIONS MAY BE
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RESERVED
Over the telephone- customers dial the establishments directly.

In person- the customer comes into the establishment and communicates

directly with the staff.

Mail-.in some countries today, this is almost extinct form for making a
reservation.

Email- a booking done through an e-mail address.

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Facsimile (fax)- this is another form of communication that is being replaced
by technology.

Internet- an on-line booking via a website.

Third party reservations- a booking that uses a reservations company to

make a booking for you e.g. wotif, Asia rooms, statravel, showbizasia.

Central reservation service- a central reservation service that controls

reservations for several venues.

Same chain referral- a reservations that has been referred from another
establishments belonging to the same group for example. Asian car Rental, Hyatt
Hotels, and Hilton spass.
 HOW TO TAKE TABLE RESERVATIONS
 Before taking a reservation, make sure you know the answers
to the questions which are likely to be asked.

TIPS IN TAKING RESERVATIONS

 Answer inquiries promptly, clearly and as accurately as
possible.
 Ask pertinent questions to complete the details of the
reservation 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.
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 Accurately record reservation data on forms and based on

establishment, standards.

 Confirm customer reservations prior to their arrival.

 Impact additional information to the guest such as food

establishment, parking conditions and directions to the
establishment.

 Always be calm and polite when speaking to the guests.

 Avoid double booking.

 Possible Questions of Customers When Taking
Table Reservation

① What kind of cuisine do you offer? (E.g. French, Italian, Cantonese, and
modern Australian).
② What style menu do you offer? (A la carte or table d 'hote)
③ Do you accept credit cards? If yes, which credit card do you take?
④ Can we bring in other food and drinks bought from outside?
⑤ Is there any corkage for food and drinks bought from outisde? If yes
please how much?
⑥ What time do you start serving? For lunch? For dinner?
⑦ Do you accommodate children?
⑧ Do you person with disability?
⑨ Are all rooms air conditioned ?
 Do you have parking facilities?

 Do you cater specific functions?

 Do you have smoking area?

 How do we get there? What is the nearest landmark?

 Telephone Ethics
Telephone plays an important role in times of reservation on
phone. Perfect telephone handling ensures efficiency of the
reservation agent which at the same time upholds standard.
Telephone ethics are set of moral principles used when handling
telephone.
 Tips that will help you communicate better over the phone

1. Greeting- telephone conversation expects you to open the

conversation with a nice greeting.

2. Take permission and be polite- a polite word or two always helps

bringing warmth into the conversation.

3. Identify self and the conversation - always introduce yourself

before getting into any conversation.

4. Clarity- do not use the broken phrases. Always use a clear, and simple
language.
5. Purpose of the call- think through exactly what you plan to say and
practice before you place the call. Jotting down the items That you want
to discuss.

6. Know your timeline and keep it short.

7. Avoid filters and keep it interesting- filler words like " Um and uh"
must be avoided during telephone conversation.

8. Smile through the phone- keep a smile in your voice.

9. Find some quite place- clearly with out background noise.

10. Summarize, paraphrase and close- always and call with a pleasantly.
🍑 T h a n k .Yo u Fo r
Listening 🍑