PARTS OF A COMPETENCY-BASED

LEARNING MATERIAL

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 COMPETENCY-BASED LEARNING MATERIAL

SECTOR
TOURISM
QUALIFICATION

FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY

WELCOME GUESTS AND TAKE FOOD AND BEVERAGE

ORDERS
MODULE TITLE

WELCOMING GUESTS AND TAKING FOOD AND BEVERAGE

ORDERS

PSAA INTERNATIONAL ACADEMY, INC.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 HOW TO USE THIS LEARNER’S GUIDE

Welcome to the module: WELCOMING GUESTS AND TAKING FOOD AND BEVERAGE
ORDERS. This module contains training materials and activities for you to complete.

The unit of competency WELCOME GUESTS AND TAKE FOOD AND BEVERAGE
ORDERS contains the knowledge, skills and attitudes required for a Household Worker Services.
It is one of the CORE Modules at National Certificate Level (NCII).

You are required to go through a series of learning activities in order to complete each learning
outcomes of the module. In each learning outcome there are Information Sheets, Resource
Sheets and Reference Materials for further reading to help you better understand the required
activities. Follow these activities on your own and answer self-check at the end of each learning
outcome. Get the answer key from your instructor and check your work honestly. If you have
questions please don’t hesitate to ask your facilitator for assistance.

Recognition for Prior Learning (RPL)

You may already have some or most of the knowledge and skills covered in this learner’s
guide because you have:

Been working for some time.

Already completed training in this area.

If you can demonstrate to your trainer that you are competent in a particular knowledge or skills,
talk to him/her about having them formally recognize so you won’t have to do the same training
again. If you have qualification or Certificate of Competency from previous training, show them

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
to your trainer. If the skills you acquired are still relevant to the module, they may become the
part of the evidence you can present for RPL.

At the end of this learning material is a learner’s Diary. Use this diary to record important dates,
jobs undertaken and to other workplace events that will assist you in further details to your
trainer or assessors. A Record of Achievementis also provided for your trainer to complete once
you complete thismodule.

This learning material was prepared to help you achieve the required competency, in
WELCOMING GUESTS AND TAKING FOOD AND BEVERAGE ORDERS. This will bethe
source of information for you to acquire knowledge and skills in this particular trade, with
minimum supervision or help from your instructor.

In doing the activities to complete the requirements of this module, please be guided by the
following:

1. Talk to you trainer and agree on how you will both organize the training of this unit.
Read through the learning guide carefully. It is divided into sections which cover all the
skill and knowledge you need to successfully complete in thismodule.

2. Work through all the information and complete the activities in each section. Read
information sheets and complete the self- check. Suggested references are included to
supplement the materials provided in thismodule.

3. Most probably your trainer will also be your supervisor or manager. He/she is there to
support you and show you the correct way to do things. Ask forhelp.

4. Your trainer will tell you about the important things you need to consider when you are
completing activities and it is important that you listen and takenotes.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
5. You will be given plenty of opportunity to ask questions and practice on the job. Make
sure you practice your new skills during regular work shifts. This way you will improve
both your speed and memory and also your confidence. Talk to more experience
workmates and ask for theirguidance.

6. Use the self-check questions at the end of each section to test your ownprogress.

7. When you are ready, ask your trainer to watch you perform the activities outline in this
module.

8. As you work through the activities, ask for written feedback on your progress. Your
trainer keeps feedback/pre-assessment reports for this reason. When you have this
learning material and feel confident that you have sufficient knowledge and skills your
trainer will arrange and appointment with a registered assessor to assess you. The results
of the assessment will be recorded in you competency AchievementRecord.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 MODULES OF INSTRUCTION

QUALIFICATION Food and Beverage Services NC II

UNIT OF COMPETENCY Welcome Guests and Take Food and Beverage Orders

MODULE TITLE Welcoming Guests and Taking Food and Beverage Orders

This module deals with the knowledge and skills required in providing
pre-meal services to the dining guests as soon as they arrive in the
foodservice facility. It covers the dining room or restaurant service
MODULE DESCRIPTOR procedures before the food and beverage orders are served. This unit
involves the initial steps in the sequence of service that includes the
welcoming of guests, seating the guests, taking food and beverage
orders and liaising between the kitchen and the service area.

NOMINAL DURATION 7 Days/54 Hours

LEARNING OUTCOMES
At the end of this module you must be able to:
2.1 Welcome and greetguests

2.2 Seat the guests

2.3 Take food and beverageorders

2.4 Liaise between kitchen and serviceareas

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 LIST OF COMPETENCIES

No. Unit of Competency Module Title Code

Preparing the dining
Prepare the dining room/restaurant
1. room/restaurant area for TRS512387
area for service
service
Welcoming guests and
Welcome guests and take food and
2. taking food and beverage TRS512388
beverage orders
orders
Promoting food and
3. Promote food and beverage products TRS512389
beverage products
Providing food and
Provide food and beverages services
4. beverages services to TRS512390
to guests
guests
5. Provide room service Providing room service TRS512391
Receiving and handling
6. Receive and handle guest concerns TRS512392
guest concerns

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 LEARNING OUTCOME SUMMARY

LEARNING OUTCOME 2.0 WELCOME GUESTS AND TAKE FOOD AND

BEVERAGE ORDERS

CONTENTS:

1. Welcome and greet guests

2. Seat theguest
3. Take food and beverageorders
4. Liaise between kitchen and servicearea

ASSESSMENT CRITERIA:
1.1 Guests are acknowledged as soon as theyarrive.
1.2 Guests are greeted with an appropriate welcome.
1.3 Details of reservations with an appropriate welcome.
1.4 Guests are escorted and seated according to tableallocations
1.5 Tables are utilized according to the number ofparty.
1.6 Guests are seated evenly among stations to control the traffic flow of guests in the dining
room.
1.7 Cloth napkins are opened for the guests whenapplicable.
1.8 Water is served when applicable, according to the standards of the foodservicefacility.
1.9 Guests are presented with the menu according to established standardpractice.
1.10 Orders are taken completely in accordance with the establishment’s standardprocedures.
1.11 Special requests and requirements are notedaccurately.
1.12 Orders are repeated back to the guests to confirmitems.
1.13 Tables an cutlery appropriate for the menu choices are provided and adjust inaccordance
with establishmentstandard.
1.14 Orders are placed and sent to the kitchen promptly.
1.15 Quality of food is checked in accordance with establishment standards
1.16 Tableware is checked for chips, marks, cleanliness, spills, anddrips
1.17 Plates and/or trays are carried out safely.
1.18 Colleagues are advised promptly regarding readiness of items forservice
1.19 Information about special requests, dietary or cultural requirements is relayed accuratelyto
kitchen where appropriate.
1.20 Work technology are observed according to establishment standard policy andprocedures.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
CONDITION:
The trainee/student must be provide with the following:

 Tables andchairs
 WaterGoblet
 DinnerPlate
 Dinnerfork
 Dinnerspoon
 DinnerKnife
 Tablecloth
 Tablenapkin
 Menu and winelist
 Ashtray
 Tray
 Cashregister

METHODOLOGY:

 Discussion
 Lecture
 FilmViewing
 Demonstration

ASSESSMENT METHOD:
 OralExamination
 WrittenExamination
 PerformanceTest

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 LEARNING EXPERIENCES

LEARNING OUTCOME 1: WELCOME AND GREET GUEST

Learning Activity/Guide Special Instruction

• Read Information Sheet 2.1-1 • Perform all activitiesrequired.

• Answer Self-Check2.1-1
• You must get a rating of 80 to 100%. If
• Compare Answers to AnswerKey
you get below 80% rating, go over the
• Listen to Lecture on Learning
sameactivities.
Content2.1-1
• Answer trainers follow upquestions • If you get the required rating,proceed
• Perform Demonstration on Task to the nextactivities.
Sheet2.1-1
• Evaluate Performance using
Performance CriteriaChecklist

• Read Information Sheet 2.1-2 • Perform all activitiesrequired.

• Answer Self-Check2.1-2
• You must get a rating of 80 to 100%. If
• Compare Answers to AnswerKey
you get below 80% rating, go over the
• Listen to Lecture on Learning
sameactivities.
Content2.1-2
• Answer trainers follow upquestions • If you get the required rating, proceed
• Perform Demonstration onTask to the nextactivities.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Sheet 2.1-2
• Evaluate Performance using
Performance CriteriaChecklist

• Read Information Sheet 2.1-3 • Perform all activitiesrequired.

• Answer Self-Check2.1-3
• You must get a rating of 80 to 100%. If
• Compare Answers to AnswerKey
you get below 80% rating, go over the
• Listen to Lecture on Learning
sameactivities.
Content2.1-3
• Answer trainers follow upquestions • If you get the required rating, proceed
• Perform Demonstration on Task to the nextactivities.
Sheet2.1-3
• Evaluate Performance using
Performance CriteriaChecklist

• If you miss some items go over this • After doing all activities of this LO,you
activityagain are ready to proceed to anotherLO.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
Definition of Terms

Term Explanation

Account A folio or file in which transactions can be recorded

‘Accoutrements’ Items used to fit out the tables. Also referred to as center pieces

It is the term used for a menu that has individually priced dishes. A la
A la carte
carte means ‘from the card/menu’

A la carte setting Basic table setting for an individual cover

Anticipate To realize beforehand; foretaste or foresee

The process undertaken at the end of a shift to determine if actual takings

Balancing
balance or match recorded takings

Bain Marie A large pan that is filled with hot water and has a heat source: smaller
pans can be set in the larger pan to keep food warm or cook food slowly

Briefing A meeting to discuss an upcoming shift

A specific amount of money, made up of various amounts, used for

Cash Float
cashiers to give change

Centerpiece A large central object which serves a decorative purpose

Charge A transaction resulting from the sale or use of a product or service

Checklist List used to identify complete list of activities to be performed

Contamination Spoilage of safe food: food must be thrown out

Cover A place setting for a guest OR word used to describe the number of
guests

A term used to identify plates, cups, saucers and bowls normally made
Crockery
from china

Cruet French term for salt and pepper shakers or an oil and vinegar set

Customer A person who purchases goods or services from another; buyer, patron

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Term Explanation

A term used to identify knives, forks, spoons, teaspoons and service

Cutlery
utensils made from stainless steel.

Dining environment The dining area

EFTPOS Electronic Funds Transfer at Point of Sale. An electronic method of

payment using a credit or debit card

Financial transaction The monetary dealings between the customer and the establishment

Gueridon trolley A movable service or trolley from which food be carved, filtered,
flambéed or prepared and served

A period of time in which different shifts will have time to exchange

Handover information that will benefit and ensure the smooth continuation of the
department.

Hot box A container used to keep plates warn prior to serve

An account established for a person or company who is not

House account
accommodated in a guest room

Maitre d’/Maître A dining room attendant who is in charge of the waiters and the seating
d'hôtel of customers

Mill Used to grind salt and pepper; a grinding mill grinds solid materials so
they are smaller

Mise en place French term meaning ‘put in its place’- the preparation of items and
areas before service

The tasks, responsibilities or step by step instruction to be performed

Opening procedure
before the start of service

POS terminals Point of Sale terminals or cash registers

Post mix A drink dispensing system for simultaneous dispensing of syrup and
water/soda in a single valve chamber to produce a flavored drink

Smorgasbord An assortment of foods served as a buffet meal

Table d'hôte A French term meaning ‘host's table’

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Term Explanation

Table side service Service that takes place near a customer table

Items that are placed on a customer table including cutlery, crockery and
Tableware
glassware

Temperature Danger Is between 5˚C and 60˚C and is the temperature at which bacteria can
Zone grow most rapidly to dangerous levels in food

Tent cards Cards used for the display of information or advertising folded in a
triangular fashion to stand freely on a table

The difference between the actual takings (total of payments) against

Variance
recorded payments

An area where a person works or where items needed for the completion
Work station
of tasks are kept or stored

A reading/report on all the financial transactions processed through the

X reading
cash register during the shift or day

A final report on all the financial transactions that have been processed
through the register during the shift or day, and this reading also clears
Y reading
the register’s memory of those transactions, leaving the register ready for
the next day’s or shift’s transactions.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Information Sheet No. 2.1-1
Acknowledge the Guest

Learning Objectives
After reading this INFORMATION SHEET, you must be able to:
1. Properly acknowledge aguest.
2. Know the importance ofacknowledgment
3. Know the 10 & 5Rule

A Brief Introduction/History on this Learning Content

To make a guest feel welcome and important, whenever any guest arrives, it is responsibility of
the service staff to approach and meet the guest with a smile, maintain eye contact and with
proper body posture greet the guest accordingly at the door. The first employee who gets contact
with customer has the opportunity to make a positive impression on guest. In fine dining, guests
generally welcomed by hosts or hostess o may be even by the owner but in normal cases, a serve
or waiter or waitress may be the first person who acknowledge and welcome guest.

Your role in the hospitality industry

The key “players” in the hospitality industry are:

 The guest (tourist or localperson)

 The service provider(restaurant/hotel)
 The server/waiter/food and beverage service attendant(you)

Therefore as you can see you have a vital role to play. Without you there will be no guest
satisfaction and it will be hard for the restaurant to survive and earn profit.

The service you offer will help the restaurant/hotel to make an income and be competitive with
other establishments. This means that your job security and income are directly matched to the
level of service you provide to keep your guest happy.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
Restaurant comes from the word of “Rest and Rent”. “Rest & Rent” those words consisting the
word restaurant. Where the guest/client/peoples take their Food & beverage. It is a most popular
name in the present world. Many people do not have their meal in their home, they always take
meal and food from restaurant. Restaurant is a public place, which opens to all for selling food
and beverage to any person and peoples; is a public place. Provide Food and Beverage on a
commercial basis. This is open to all to take refreshment, Food and beverage. Everybody can
take food and Beverage against money. Restaurant offer service of Food and Beverage desires to
satisfy the Guest. Actually, Guest take Rest in restaurant and pay Rent for the having
refreshment, food andbeverage.

Approach to the guest

Define what kind of guests you have and what they expect from you as waiter with experience.
Please do not belong to one of two groups of annoying or robot waiters. The first group are those
waiters which approach to guest is constrained and they are like robots with CD inside with
repetitive welcome text. The second group are the waiters which walking from table to table and
give guests more enthusiasm than guests receive it for their birthday. The language they use is
full of adjectives like “incredible” or “special. Do not be one ofthem!

Look for the signals from guests and try to see what kind of approach they expect from you and
follow their wishes. Find a way to communicate with guests and build a relationship with them.
Try to find the opportunity to start a conversation that is not related to food or drink, andleave

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
the customer to decide whether to talk or not. The only way is to be honest, because the guests
certainly smell insincerity. Customers appreciate this approach to serving and communication
and unreservedly reward waiter which is not one of the robotwaiters.

Impressive Welcome

 Good eyecontact
 Smile
 Nod
 Len in/Move forward
 Uprightposture
 Relaxed facialexpression
 Positive tone ofvoice

The key to earn good returns is not to focus on making money, you have to be focused on your
customer. It is primary principle of service in the hospitality industry.

Focusing on the customer

Focusing on the customer is the key which will ensure you to make the money you want at the
end of your shift. You will probably sometimes get that feeling that you are doing endlessly
without expected results. But what you need to do is to dedicate to each guest and make him
happy. You don’t need to think about number of guests or how much it all together costs. Instead,
focus primarily on the best way to make money, and that is to focus on the guests, that is your
favor.

Hospitality is the process of making people welcome and offering all amenities for a
comfortable stay. There is a general misconception that it comprises only of hotels, restaurants
and bars. It is strictly not so. Spas, golf courses in resorts, entertainment facilities like casinos
also form an integral part of the hospitality sector apart from the usual accommodation and food
and beverage. Because of its specialized characteristics there is a huge need for qualified
personneltorunthissector.Thereareexclusivecoursesthattrainpeopletobeprofessionalsin

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
this field. And above everything else, jobs in this sector are highly paid with opportunities for
career growth.

Hospitality refers to the relationship between a guest and a host, wherein the host receives the
guest with goodwill, including the reception and entertainment of guests, visitors, or strangers.
Louis, chevalier de Jaucourt describes hospitality in the Encyclopedia as the virtue of a great soul
that cares for the whole universe through the ties of humanity.

Hospitality ethics is a discipline that studies this usage of hospitality.

How to Acknowledge a Guest

Head Up and Aware

1. Open toconversation
2. Showsconfidence
3. Starts conversation on a positivefoot.
4. Scan the lobby

Posture

1. Headup
2. EyesForward
3. ShouldersStraight
4. Arms atsides
5. Seek out guestcontact

Gaze Pointed Down

1. Showsguilt
2. Something to be ashamedof

10 & 5 Rule

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
10

1. 10feet
2. Visually acknowledge theguest.
3. Shoes guest that you are aware of theirpresence.
4. Let the guest know that you are, o are not ready tohelp.

Make Eye Contact and Smile

 Listen to guestsneeds.
 Answer any question they mayhave
 Offerassistance
 Start and end every conversation with direct eye contact andsmile.
 Display proper body language at alltimes.

Maintain Eye Contact

Shows the guest:

 You are payingattention.

 You have respect for the otherperson.
 You are receptive to what the guest has tosay.

Avoiding Eye Contact

Show the guest:

 You are uncomfortable with thesituation.

 You are not interested in what they have tosay.
 You do not care about them or the issue athand.

Eye Contact VS Staring

 How long is too long to holdgaze?

Proper Use

 Always smile

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
  Use appropriategesture
 Warmth and expression behind youreyes
 Triangle Rule

BodyLanguage

 Over 80% of language isnon-verbal.

 How do you know that someone is having a bad day withoutspeaking?

Palm Up

 Friend, notfoe
 Open toconversation
 “Weapon-less”

Palm Down

 You do notcare
 Aggressive
 You have something tohide
 Disgraceful

Pointing

 DO NOTPOINT!!!
 Considered a rude gesture in somecultures
 Domineeringbehavior

 Verbally acknowledge theguest

 You are ready to accept theguest
 Welcominggestures
 Let the guest know that you appreciate them beingthere.

Verbally Greeting the Guest

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
1. Properverbiage
2. Dailygreeting
3. Guests name, ifknown
4. Offeringassistance
5. Show specialinterest
6. Anticipate guest needs

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Self-Check 2.1-1

Acknowledge the Guest

1. Give the 10 & 5Rule.

2. How can lack of eye contact showdisrespect?
3. How may I show a special interest to a guest entering the lobby holding anumbrella?
4. When making eye contact, how may I ensure that I do not end upstaring?
5. Why do we need to focus on thecostumer?
6. What is the role ofguest?
7. What is the role of serviceprovider?
8. What is the role of server or food and beverageattendant?
9. What isrestaurant?
10. Explain thehospitality.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Answer Key to Self-Check 2.1-1

1. 10 & 5Rule

10

 10feet
 Visually acknowledge theguest.
 Shoes guest that you are aware of theirpresence.
 Let the guest know that you are, o are not ready tohelp.

Make Eye Contact and Smile

 Listen to guestsneeds.
 Answer any question they mayhave
 Offerassistance
 Start and end every conversation with direct eye contact andsmile.
 Display proper body language at alltimes.

Maintain Eye Contact

Shows the guest:

 You are payingattention.

 You have respect for the otherperson.
 You are receptive to what the guest has tosay.

Avoiding Eye Contact

Show the guest:

 You are uncomfortable with thesituation.

 You are not interested in what they have tosay.
 You do not care about them or the issue athand.

Eye Contact VS Staring

 How long is too long to holdgaze?

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
Proper Use

 Alwayssmile
 Use appropriategesture
 Warmth and expression behind youreyes
 Triangle Rule

BodyLanguage

 Over 80% of language isnon-verbal.

 How do you know that someone is having a bad day withoutspeaking?

Palm Up

 Friend, notfoe
 Open toconversation
 “Weapon-less”

PalmDown

 You do notcare
 Aggressive
 You have something tohide
 Disgraceful

Pointing

 DO NOTPOINT!!!
 Considered a rude gesture in somecultures
 Domineeringbehavior

 Verbally acknowledge theguest

 You are ready to accept theguest
 Welcominggestures

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
  Let the guest know that you appreciate them beingthere.

Verbally Greeting the Guest

 Properverbiage
 Dailygreeting
 Guests name, ifknown
 Offeringassistance
 Show specialinterest
 Anticipate guest needs

2. You are uncomfortable with the situation, you are not interested in what they have to say,
you do not care about them or the issue athand.
3. Offer anassistance
4. Know how long is too long to hold gaze? Common sense is the bestanswer.
5. Focusing on the customer is the key which will ensure you to make the money you want
at the end of your shift. You will probably sometimes get that feeling that you are doing
endlessly without expected results. But what you need to do is to dedicate to each guest
and make him happy. You don’t need to think about number of guests or how much it all
together costs. Instead, focus primarily on the best way to make money, and that is to
focus on the guests, that is yourfavor.
6. The guest (tourist or localperson)
7. The service provider(restaurant/hotel)
8. The server/waiter/food and beverage service attendant(you)
9. Restaurant comes from the word of “Rest and Rent”. “Rest & Rent” those words
consisting the word restaurant. Where the guest/client/peoples take their Food &
beverage. It is a most popular name in the presentworld.
10. Hospitality is the process of making people welcome and offering all amenities for a
comfortablestay.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Job Sheet 2.1-1

Title:

Acknowledge the Guest

Performance Objectives:
Role play the following scenario in the restaurant. Perform the role of a Restaurant
Host/Hostess as you acknowledge the guest as soon as they arrive in the following
situation:

Situation: Mr ans Mrs Smith decided to have a dinner at Dean and De Luca Restaurant.

Supplies:

 Suitable evidence or other relevant proof ofcompletion.

Equipment:

 Small Podium
 Chair
 MenuBoard
 Pen
 ReservationBook

Steps/Instructions:

 Get in touch with thecustomers

 Open thedoor
 Walk towardsthem
 Welcome them with the establishmentsstandard
 Make pleasant eyecontact
 Use a pleasant greetings (good morning, afternoon, evening)
 Welcome in our restaurantMadam/Sir

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
Assessment Method:

Portfolio Assessment using Performance Criteria Checklist 2.1-1

CRITERIA
YES NO
Did you…

1. Follow the steps and instructions properly?

2. Properly get in touch with the customer?

3. Walk toward them?

4. Acknowledge the guest using establishment’s

standard?

5. Make a pleasant eye contact?

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Information Sheet No. 2.1-2
Greet the Guest

Learning Objectives
After reading this INFORMATION SHEET, you must be able to:
1. Welcome and greet theguest
2. Points to remember in welcomingguests
3. Make the guest feelwelcome

A Brief Introduction/History on this Learning Content

First impression from the guest is important. ‘First impression is the last impression” Every
guest’s attended to restaurant or hotel gain their first impression from the staffs who
acknowledge their presence and the greeting they receive. The waiting service actually begins
with greeting of theguest.

Visitors can base their perceptions of you and your company on your actions, words and
workspace. Just like guests in your home, office guests should be treated cordially and with
respect. Making someone feel unwelcome can easily happen with one subtle gesture — or the
lack of one. Picture it: You walk into your coworker’s cubicle to say hello, and he reluctantly
looks up from a task at hand and tiredly replies, “Yeah, what’s up?” I don’t know about you, but
my response would be, “Uh, nothing, I’ll come back later.” What made me feel that way? The
lack of enthusiasm, or even an honest and clear response of “Hi! Sorry, but I’ve got to get this
done. I’ll check in with you in about an hour.” Naturally, I’ll accept that. After all, I did pop in
without an appointment.

Similarly, visitors can base their perceptions of you and your company on your actions, words
and workspace. Just like guests in your home, office guests should be treated cordially and with
respect.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
Greet customers on arrival
When customers arrive, it is the responsibility of the service staff to
promptly meet them with a smile and an appropriate greeting at the
door.
Remember that customers like to feel important and they should always
be treated accordingly. Besides, first impressions count and as they say
“You only get one chance to make a first impression”.

The greeting on arrival

What you say by way of welcome to your guests may be determined by house policy with certain
required statements and facts to be covered, or you may simply be expected to use your common
sense and good judgement on a person by person or party by party basis as indicated by:
The weather. A genuine comment: “Isn’t it cold today?” can be a great ice-
breaker and help strike up a conversation
Sporting events – “Did you watch the game today?”
Special events – “Happy Festival Day”
The season – “Isn’t it getting dark early these days?”
A special in-house event – “Welcome to our Grand Winery Tour Dinner, it
will be a night to remember!”
In some establishments, guests may be able to leave their overcoats,
umbrellas or other items at the reception area. If this is the case, ask the
guests if they would like you to take their coat or assist with other items.
Greeting guests on arrival and accompanying them to their table to seat them is known in the
industry as ‘greet and seat’.

13 ways to make any guest feel welcome

1. Be ready for the meeting on time. Don’t act surprised when they walk in. That can give
the impression that the meeting is not important toyou.
2. Clear your desk. Put away confidential information. Do so in advance, it can be awkward
watching you frantically hidingstuff.
3. Do you have anything risqué or adolescent as your office décor? Consider toning it down
or even better, removingit.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 4. Have the necessary information, material, etc. ready; plan and prepare. This includes
restraining your dog. Although darling, not everyone will be as enamored with Fido as
youare.
5. Minimize your computer screen. Avoid flashy screensavers or “shuffle” mode. You don’t
want your guest to be distracted by the photo of your belly flop as it dashespast.
6. Turn off your cell phone. Allow voicemail to pick up calls on the officephone.
7. Stand up to greet yourguest.
8. Ask your guest to sit down; gesture if there arechoices.
9. Have extra pens and note paperhandy.
10. Put away food and empty garbage can if your half-eaten breakfast burrito is in there. A
pungent aroma is one way to speed up and end a meetingearly.
11. Have a glass or bottle of water available. Or offer your office guest something to drink;
get up and getit.
12. If the topic of conversation is confidential, close the door. If you happen to be in a
cubicle, take the meeting into a conferenceroom.
13. End the meeting on time. This demonstrates respect for the guest’sschedule.

Choose to impress, not disappoint, your office guest. A few simple and thoughtful gestures can
set the tone for a comfortable and positive interaction. Your guest will walk away feeling great,
all because of you and your courteous attitude.

The Importance of Greeting Customers

Don’t Stress Your Customers Your Employees – The Experts

When someone greets you and says, “Hello”, you will probably respond with your owngreeting.
Even in your worst mood, when someone greets you with a genuine smile and sincerity, most
probably you will acknowledge the greeting and respond appropriately. Such greeting can be so
powerful that it can even turn your frown in to a smile and drastically put you in a goodmood.

Greeting is one of the basic functions of communication and triggers positive conversations. It
helps us connect to people at a more personal level. Especially for strangers, greetingsomeone

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
before initiating a conversation is a must if you don’t want to get a nasty stare or a negative
response. A warm, genuine, and sincere greeting can cause even a stranger to open up, break
down defensive walls, and be comfortable.

When you are introduced to a new acquaintance, your greeting will form part of that person’s
first impression of you. How that person greets you will influence your first impression of that
person.

If you are tasked to conduct a talk, your first 60 seconds will determine how you can influence
your audience’s attention and interest. Within this first 60 seconds, your introduction includes
your greeting and how you do this will set the mood and mindset of your audience throughout the
entire duration.

It’s amazing how a simple and effortless gesture can have a huge impact and pay off
immediately. It is also amazing how difficult it seems for businesses to consistently and
appropriately implement this as part of their customer service practices. Whatever the reasons
are, the fact remains that greeting customers is a MUST.

It is a common expectation and practice of courtesy that when a family member or a friend
knocks on your door, you try to drop whatever you are doing as quickly as possible to get the
door as soon as possible and warmly greet him/her. Is this a biased action because that person is
special? Fair enough, but aren’t your customers also special?

Every customer wants to feel special and this is because they are special. Thus, should be treated
special. No customer would want to feel ignored and should never be ignored. When a customer
enters your store, they will expect to be acknowledged. They will expect to be greeted. They will
expect to be assisted. They will expect the best experience in every visit to your store.

Customers don’t want to feel that they are just customers and their only purpose when they visit
your store is to purchase your product. They don’t want to feel that they are just a part of your
statistics. Ineffective greetings make them feel this way.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
There are certain particulars that customers want when they are greeted. Aside from being
friendly, below are the common characteristics.

a. First 10 seconds – Studies have shown that the first 10 seconds once customers enter the store
can be a deciding factor if they will continue shopping at your store or step out in the next 10
seconds. Customers want to be acknowledged and greeted within the first 10 seconds. When
customers are ignored, there’s a high probability that they will take their business to a competitor
where they will be attended toimmediately.

b. Eye Contact – Employees who greet customers while doing something might as well not do
it. This is a very disrespectful behavior. Unless you’re assisting another customer, drop whatyou
are doing, look the customer in the eye, and greet thecustomer.

c. Smile – A smile with a greeting may work in some extent, but a greeting without a smile only
sends a message to your customers that it’s just a requirement. But a greeting with a smile is a
prefect pair. However, you have to be careful because, believe it or not, customers can see
through fake greetings and smiles. It’s no brainer that greetings and smiles are fueled by our
emotions. The same emotions are felt by therecipient.

d. Use their name – People love to hear their names mentioned in businesses establishments.
This doesn’t just make them feel special, but it also gives them a sense of “belonging”. Make an
effort to note down customer names and their usual purchases. By doing so, your customers will
feel that you care enough and value them to know something about them. Greeting customers by
name develops a more personal store-customer relationship. If you do not know the name of the
customer yet or forgot it, you can get away from it for now, but make the customer feel that you
recognize him/her by saying something like, “Hi, it’s nice to see you again.” or “Hi, welcome
back.”

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
e. Personalize – Don’t use the same canned greeting for each customer. Be observant. Use any
visual, verbal, or olfactory cues from the customer to personalize your greeting. A customer who
steps in your store who looks tired, panting, and sweaty will not appreciate a simple, “Good day,
how can I help you?” It’s quite obvious that this customer is not having a good day and is feeling
uncomfortable. A better greeting would be, “It’s indeed hot outside. Would you want to take a
seat for a moment and a glass of water?” This skill is may be difficult to attain, but with enough
experience and proper training, it can become 2ndnature.

f. Introduce yourself – Though not a necessity especially if employees wear name tags, it never
hurts for employees to introduce themselves especially for new customers. This further makes the
conversation morepersonal.

g. Give space – Never go past the personal space of the customer. This will make them
uncomfortable. Stop when you’re at least three feet away from thecustomer.

h. Be genuine and Sincere – Being genuine and sincere when you greet customers can either
positively enhance the customer’s experience or turn them off. Being genuine and sincere is what
makes a greeting warm and heartfelt. Just like fake smiles and greetings, customers can also feel
if you are genuine and sincere with your greeting. This is a decision. This is either a Yes or No.It
is either you’re genuine and sincere or not. There’s no inbetween.

When customers perceive your store have a friendly environment that makes them feel special,
important, valued, and gives them a sense of belonging, expect these customers always wanting
to come back to your store.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
Basic Phraseologies for Welcoming and Greeting a guest

1. Greetings (good morning, afternoon, evening) Madam/Sir, Welcome to (name of

restaurant)
2. If they made reservations, be sure that the table for yourpartyMr/Mrs. ..
“This way please”. If none, say “How many are we expecting in the party, Sir/Madam?
“This way please”
3. Guests are led to their table with palms open: “this wayplease”
4. Before be seated, ask: Will this table be alright foryou?
5. If the guest is patron or a regular customer, welcome him/her back. You might say:
“Welcomeback Mr/Ms. ...................... We are glad to see you again,Ma’am/Sir.
6. If the outlet is full and there is no available table, “I am sorry Ma’am/Sir but all the tables
are occupied at this moment. Do you mind waiting at the lounge for a while and I willcall
you the moment we have a table available for you?”
7. If the waiter of food and beverage services attendant is not yet available to attend to the
guest, the receptionist shall tell the guest, “The waiter will be with you in shortwhile”.
8. In a banquet, when there is an excess in the expected number of guests and all the seats
are occupied, say: “I’m sorry Madam/Sir, we have an unexpected excess in the number of
guests and all seats are already occupied. However, our staff is already preparing
additional tables and chairs. May we request you to wait at the lounge for a while and I
will call you when your tables areready”.

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Self-Check 2.1-2

Greet the Guest

Multiple Choice

Direction: Choose the best answer.

1. The effect of warm welcome can have a lasting impression of thebusiness?

a. True
b. False
c. Both

2. The most appropriate welcome to a customer wouldbe?

a. Alright, how youdoing?

b. What’s up!!
c. Good Morning Madam/Sir, how my I helpyou?

3. Welcome in Spanishis:

a. Accueil
b. Bienvenido
c. Croeso

4. The first impression should include positive bodylanguage?

a. True
b. False
c. Both

5. Body language doesn’t include eyecontact?

a. True

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 b. False
c. Both

6. Your role on front house is not veryimportant?

a. True
b. False
c. Both

7. A visitor badge should include the name, date, time inand?

a. Who they arevisiting

b. Their middlename
c. Their shoesize

8. One of the reasons on signing a sheet is used for firesafety?

a. True
b. False
c. Both

9. Which of the following in not part of the impressivewelcome?

a. Pokerface
b. Nod
c. Positive tone ofvoice

10. First thing to do when guestarrives?

a. Greet or welcomethem
b. Seat theGuest
c. None

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Answer Key to Self-Check 2.1-2

Multiple Choice

1. A
2. C
3. B
4. A
5. B
6. B
7. A
8. A
9. A
10. A

Date Developed: Checked By:

Food and AUGUST PSAA
2019
Beverage INTERNATIONAL Page 1
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Job Sheet 2.1-2

Title:

Greet the Guest

Performance Objectives:
Role play the following scenario in the restaurant. Perform the role of a Restaurant
Host/Hostess as you welcome and greet guest in the following situation:

Situation : A group of young five professional decided to dine in at Dean and Deluca
Restaurant .

Supplies:

 Suitable evidence or other relevant proof ofcompletion.

Equipment:

 Small Podium
 Pen
 ReservationBook
 MenuChart
 Chair andTable
 Tablelinen
 Tablenapkin
 Dinnerplate
 Dinnerfork
 Dinnerknife
 Dinner spoon
 Watergoblet
 Smallcenterpiece
 Condiments

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 38
Services NC III Developed By:
ACADEMY, INC.
Ma. Veronica O. Zoleta
RevisionNo.
Steps/Instructions:

 Greet the guest using appropriate welcome (Good morning, afternoon,evening)

Madam/Sir, Welcome to Dean and De LucaRestaurant
 If they made reservations, be sure that the table for yourpartyMr/Mrs. ..
“This way please”. If none, say “How many are we expecting in the party,
Sir/Madam? “This way please”
 Guests are led to their table with palms open: “this wayplease”
 Before be seated, ask: Will this table be alright foryou?
 If the guest is patron or a regular customer, welcome him/her back. You might say:
“Welcomeback Mr/Ms. ...................... We are glad to see you again,Ma’am/Sir.
 If the outlet is full and there is no available table, “I am sorry Ma’am/Sir but all the
tables are occupied at this moment. Do you mind waiting at the lounge for a while
and I will call you the moment we have a table available foryou?”
 If the waiter of food and beverage services attendant is not yet available to attend to
the guest, the receptionist shall tell the guest, “The waiter will be with you in short
while”.

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 39
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
Assessment Method:

Portfolio Assessment using Performance Criteria Checklist 2.1-2

CRITERIA
YES NO
Did you…

1. Follow the steps and instructions properly?

2. Properly greet the guest?

3. Accompany them to their allocation properly?

4. Welcome the guest using establishment’s

standard policy?

5. Leave them in a proper way?

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 40
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Information Sheet No. 2.1-3
Reservations Standard Policy

Learning Objectives
After reading this INFORMATION SHEET, you must be able to:
1. Check the reservations details based on standard policy.
2. Comply with the basic need of theguest.
3. Know the types ofreservation,

A Brief Introduction/History on this Learning Content

Reserving a table is not so much an "industrial age bolt-on" as it's a slippage from the older
custom of reserving a ROOM in a restaurant. As my book explains, 18th-cy "caterers" [traiteurs]
either served clients in their homes or in rooms at the traiteur's, the first self-styled restaurateurs
borrowed from cafes in having lots of small tables in one big room. Throughout the nineteenth
century, many big city restaurants continued to have both a (very) large public eating room with
numerous, small (private) tables AND a number of smaller rooms that could be reserved for more
private meals. (Much as some restaurants have special "banquet facilities" or "special occasion"
rooms today.) So, for instance, in Elisabeth Marbury, Manners: A Handbook of Social Customs
(Chicago, 1888) we find: "When a dinner is given at a public restaurant, a table can be reserved
in the public dining room or a private room can be engaged. It is usual to order the dinner
beforehand, so that there will be no needless delay in serving it when the guestsarrive."

Reservations
Number of guests – including type of guests. For example, a baby may require a high chair
Name of guests/party
Also, the size of some bookings can indicate where their table has to be placed simply because it
won’t fit in certain locations
Customer’s arrival time
Special requests – such as the guest requesting a specific table number, a table that has a view of
the lake, one that isn’t near the entrance door or is close to the dance floor

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 41
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
Needs of guests, for example, wheelchair access, need for privacy
Contact details/number for guest or party.

Checking reservations
When guests arrive in your dining area, the first two steps should be:
To greet or welcome them
To enquire whether or not they have a reservation or booking.
Check at your workplace to see if this is Standard Operating
Procedure or not.
Where guests say that they have a reservation, you should confirm
this in your reservations book, to identify the table they have been
allocated on the table/floor plan.
Check with them the number of guests expected. Often there can be an extra one, and sometimes
there are one or two who will be cancellations. Where there are cancellations, the chair and cover
should be removed from the table so that the table is not embarrassed by empty places.
Where an extra person has presented with the booking, staff should immediately set another
place and add a chair where possible, or another table should be quickly identified for the party.
The key is to ensure that guests do not feel, in either case, that they have done the wrong thing, or
inconveniencedstaff.
When confirming the reservation, also confirm any details that may be written against that
booking – “And you’re off to the cinema, so you’d like to be away by 8.30, is that right?”, “And
you requested a high chair, I believe?”
Where there is a note that a birthday cake, or similar, has been arranged, this should also be
discreetly checked with the host, either at the table or elsewhere.
A visit to the table informing the host that there is a phone call at reception for them can aid in
getting them away from the table. If the guest has no reservation, check the floor plan to see if
they can be accommodated.

Be alert to the opportunity to maximize sales

For instance, by asking someone who comes in at 6:30 PM without a booking, whether they
could be finished by 7:45 PM, so that you can strip their table and re-.set it for the 8:00 PM
booking.
Using a table for two seatings per session – a 50-seat restaurant can quite easily serve 70 – 80
covers per session.

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 42
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
There are some people who will breeze in to a restaurant, claiming they have booked when in
fact they never made one. If you have a vacancy, then this really isn’t a problem, but where no
vacancy exists, the potential for troubleexists.
All you can do is apologise profusely, and offer another session.
Your house policy may dictate some other form of additional gratuity (a discount voucher,
voucher for a free item or a free drink), but many establishments adopt the stance that says ‘If we
can’t find your booking, you didn’t make one’
If the situation looks like getting out of hand, call your supervisor or the duty manager

Special needs customers

Some guests may have special needs and simple observation will identify many of these. Don’t
wait to be asked if you think there is a special need. Get proactive and offer:
Alternative easy access to their table because of a disability
A high chair for infants
Warming of a bottle for babies
Appropriate food for those with special dietary needs as
indicated in the reservationsbook
Privacy for romantic couples, and business people – to the best
extent possible given other bookings
Room on a table to spread out where business looks as if it is
going to be conducted
A table near the door for someone with a walking stick
Sometimes special offers have been made or vouchers will be used by guests
to pay for their meal. It is a usual condition that guests notify you of this on
arrival so that you know what billing process to use, and what other services
or products they are entitled to. This could include a free glass of champagne,
the set menu only, a choice of entrée and main or main and sweets, and soon.
Extra effort must be made with guests who are using vouchers or participating
in deals. Many expect to be treated as second class and get quite snaky when
this happens. So treat them with even extra care, respect and high quality
service!
And finally, when greeting guests, it is likely that you will know their name. They will either tell
you, or you can get it from their room number/key, or the reservation book. It is quite simply
music to their ears to hear the sound of their own name and it shows civility, manners and an
individual orientation to them as honoured guests.

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 43
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
Offering pre-meal services
As and when circumstances dictate, or opportunities present
themselves, pre-meal services can be offered to guests;
These services include:
Bar service – it may be appropriate to offer guests the services of
your bar before they go to their table. Especially where the bar
has a special feature or aspect, this can be a valuable service to
offer.
Lounge and waiting areas. Where your guests are part of a larger
party and they are the first ones to arrive, they may be pleased
to be offered the benefits of waiting in a lounge area or a
special waiting area, rather than being made to sit alone at their
dining table. This saves your guests possible embarrassment, demonstrates excellent
customer service and indicates that you are tuned in to individual needs. You can offer the
customer something toread
Valet services. These services can embrace almost anything, and are often a variation of the
concierge desk. Common services for diners include valet parking and car retrieval, booking
theatre or other tickets, arranging for taxis or limousine hire, and even secretarial services for
business people. It is not uncommon to be asked to send a fax, or email if these services are
offered, especially by people who are out of their home city.
Participation in special displays or promotions. Where the venue is conducting an in-house
competition, or survey, or other promotional activity it is wise to at least notify your guests of
what is happening

Reservation process and procedure

Reservation is a complete process of booking that is conducted by to parties i.e. one guest or
customer and next one is hotel reservation section.

The procedure of reservation are:

A) Enquiry forreservations:

First step of reservation is registered as enquiry of reservation where reservation personnel

conduct a brief question answer section with guest or customer to gain various knowledge about
reservation which he/she wants to make. The point that are to be recorded are note down below:

1. Name of theguest

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 44
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 2. Date ofarrival

3. Date ofdeparture

4. Desired roomtype

5. Desired roomrate

6. Required number ofrooms

7. Desired roomplan

8. Number ofpare.

9. Contact address and number(details)

10. Specialrecommendation

B) Determining the availability:

The second most important step in reservation is determining the room availability. In this
process we check the demand of guest encoded during the first step. The availability can be
checked by referring to forecast chart, conventional chart or density chart. In fully automated
system we can begin check in the same availability by computerized system or software.

Forecast Chart

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 45
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
C) Accepting or dying therequest:

Now after check in the room availability in hotel we are able to expect or deny the reservation
request. Expecting can be done if the request is fully validated by the availability formats and
system, where as vice versa can be conducted for denying.

Exceptional: In few cases reservation personnel an up sale another room of same criteria or
higher by conveying or motivate the customer or guest.

D) Documenting the reservationdetails:

After accepting or denying reservation next process is documentation. Documentation is

conducted by reservation staff by completing undone part of reservation form with the necessary
details of guest who is about to stay.

E) Confirming the reservationrequest:

After documenting the details of a guest we need to confirm the room to a guest confirmation are
generally done by dispatching a confirmation letter to the guest by having a guaranteed
reservation and may be sometime non-guarantee too.

F) Maintaining the reservationrecord:

After confirming a room to the guest we need to make a reservation record for each and every
booking made. The records can be maintained or processed in two ways:

a) Documenting the original reservation: In this process we file and record the original
reservation details and if we are working in a computerized system we will be recording aprinted
form of reservation done. The documentation are done in a basis of date of arrival and afterward
in assurance to the surname ofguest.

b) Modification of reservation: The next step in processing is changing of the details that are
recorded in reservation form. In this case, we need to attach the different amassment/ correction
form or slip with the originalone.

G) Compiling the reservationreport:

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 46
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
Now after completion of reservation record we need to prepare the report of reservation dept. on
either basis of date, week, month or year.

Type of Reservation

The type of reservation are as follows:

A) GuaranteedReservation:

In the guaranteed reservation, the hotel assumes that guest that the required rooms shall be
blocked after confirmation. Under this the hotel agrees a hotel a room until a specific time of
reservation following variation in the advance payment for guaranteed reservation are:

1. Advance deposit: An advance deposit guaranteed reservation requires that the guest
pay the hotel the anticipated amount of money beforearrival.

2. Pre-payment: This requires full payment prior to the guest arrival. This is normally the
most desirable form of a guaranteedreservation.

3. Credit card: Guaranteeing reservations through credit card are most popular method of
payment in the business hotel. Depending upon the financial status and money in bank,
the credit card is issued to thebuyers/clients.

4. Travel agents: Guest pays the travel agent in advance for their tour packages and the
travel agent guarantees the clients reservation. In case of no show the hotel generally
bills the travel agency for payment and according toagreement.

5. Corporate guarantee: This is a contractual agreement between Corporation Company

and hotel which state that the corporation will accept financial responsibility for any no-
showguest.

B) Non-GuaranteedReservation:

It is a provisional reservation. In this reservation, neither there is any legal process of confirming
the room nor is any payment for the advanced deposit made. Non-guaranteed is a provisional
reservation in which room revenue is not secured.

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 47
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Self-Check 2.1-3

Reservations Standard Policy

1. What isreservation?
2. Two types ofreservation?
3. Points need to be taken in enquiry forreservation?
4. What is guaranteedreservation?
5. What is non-guaranteedreservation?
6. What is corporate guarantee?
7. What is credit card inreservation?
8. What is travel agents inreservation?
9. What is advancedeposit?
10. What isPre-payment?

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 48
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Answer Key to Self-Check 2.1-3
Reservations Policy Standard

1. Reservation is a complete process of booking that is conducted by to parties i.e. one guest
or customer and next one is hotel reservationsection.
2. Name of theguest
 Date ofarrival

 Date ofdeparture

 Desired roomtype

 Desired roomrate

 Required number ofrooms

 Desired roomplan

 Number ofpare.

 Contact address and number(details)

 Specialrecommendation

3. Guaranteed andNon-Guaranteed
4. In the guaranteed reservation, the hotel assumes that guest that the required rooms shall
be blocked afterconfirmation.
5. It is a provisional reservation. In this reservation, neither there is any legal process of
confirming the room nor is any payment for the advanced deposit made. Non-guaranteed
is a provisional reservation in which room revenue is notsecured.
6. Advance deposit: An advance deposit guaranteed reservation requires that the guest pay
the hotel the anticipated amount of money beforearrival.
7. Pre-payment: This requires full payment prior to the guest arrival. This is normally the
most desirable form of a guaranteedreservation.

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 49
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
8. Credit card: Guaranteeing reservations through credit card are most popular method of
payment in the business hotel. Depending upon the financial status and money in bank,
the credit card is issued to thebuyers/clients.
9. Travel agents: Guest pays the travel agent in advance for their tour packages and the
travel agent guarantees the clients reservation. In case of no show the hotel generally bills
the travel agency for payment and according toagreement.
10. Corporate guarantee: This is a contractual agreement between Corporation Company and
hotel which state that the corporation will accept financial responsibility for any no-show
guest.

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 50
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 Task/Job Sheet 2.1-3

Title:

Reservations Standard Policy

Performance Objectives:
Role play the following scenarios in the restaurant. Perform the role of a Restaurant
Host/Hostess as you take the table reservations procedure in the following situations:

Situation 1: Answer the phone call and take a table reservation.

Situation 2: Incase that there is no available request of the customer, suggest an alternative.

Supplies:

 Suitable evidence or other relevant proof ofcompletion.

Equipment:

 Telephone/Fax
 Computer(optional)
 Pen
 Paper
 Reservation Forecast

Step/Instructions:

Answering the telephone:

 Greetings (good morning, afternoon,evening)
- Name of the restaurant
- Yourname
- How may I helpyou?
- Acknowledging a reservationrequest
 Taking the table reservationdetails:
- My I have your name,please?
- When would you like to book youttable?
- A table for how manyguests?
- Where would you like to sit?

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 51
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
 - Do you prefer a smoking area? (Only applicable if your restaurant hasseparate
smoking area /zone)
 When you check the reservationsbook
- Please excuse me, (name), while I check thereservations.
- Please allow me to put your call on hold, while I’m checking theavailability.
- Just one moment, please (name), while I see what we haveavailable.
 Returing to thecaller
- I’m sorry to keep you waiting,(name).
- Sorry to keep you on hold, (guestName)
- May I have your (mobile number),please?
 Confirming thedetails
- May I repeat the table reservationdetails
- Are all the details correctSir/Madam?
 Sayinggoodbye
- Thank you very much for calling,(name of the customer). We look forward to
seeing you then. Have a great dayahead.

When a table is not available or where the guest wants one

 I’m afraid we don’t have a table at that time. Would (available time) besuitable?
 I’m afraid we don’t have a table available there at that time. But there is atable
available (say where) then. Would that besuitable?

Offering an alternative
 May I help you to reserve a table at another of our restaurantsinstead?
 Perhaps you’d like to have (lunch) in the (Wok Restaurant), where there will bea
buffet thisafternoon.

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 52
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
Assessment Method:

Portfolio Assessment using Performance Criteria Checklist 2.1-3

CRITERIA
YES NO
Did you…

1. Answer the phone call properly?

2. Follow the steps and procedures?

3. Reconfirm the reservation back to the

customer?

4. Suggest an alternative option for some

scenario?

5. Properly end the conversation with the

customer?

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 53
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.
References:

http://fandbfood.com/what-is-restaurant/ Copyright text 2017 by Food and Beverage

https://en.m.wikipedia.org/wiki/Hospitality
https://www.quora.com/What-is-hospitality-1
https://prezi.com/m/brd0y6l5u53_/how-to-properly-acknowledge-a-guest/

https://www.bizjournals.com/bizjournals/how-to/growth-strategies/2015/07/13-ways-to-make-
any-office-guest-feel-welcome.html
https://notes.tyrocity.com/type-reservation/
https://notes.tyrocity.com/reservation-process-procedure/
https://www.andrewjensen.net/5-ways-to-properly-greet-a-
customer/http://www.retailwiseusa.com/the-importance-of-greeting-
customers/
https://www.google.com/amp/s/www.theatlantic.com/amp/article/374919/?espv=1
https://www.coylehospitality.com/hotels-resorts-inns/what-is-the-10-and-5-staff-rule/
https://www.proprofs.com/quiz-school/story.php?title=fine-dining-standards

http://www.academia.edu/20397116/WELCOME_GUESTS_AND_TAKE_FOOD_AND_BEVE
RAGE_ORDERS

https://www.google.com/amp/www.hospitality-school.com/how-welcome-greet-seat-
guest/amp?espv=1

Date Developed: Checked By:

Food and July 2018 PSAA
Beverage INTERNATIONAL Page 54
Services NC III Developed By:
ACADEMY, INC.
CHRIS RYAN DE GUZMAN
RevisionNo.