SHS

TVL
Food and
Beverage Service
NCII
Quarter 2 – Module 1:
Welcome and Greet Guests
(Weeks 1 )
 What I Need to Know

The goal of this module is to help students with an understanding of quality service
in the Food and Beverage Service as measured by the standard of the hospitality
industry in the world today. The student will learn effective and efficient ways to use
the available resources in their diverse learning level. Students will also gain the
language and skills of the course particularly with the required steps to welcome and
greet guests in varied learning modalities.

After going through this module, you are expected to:

1. acknowledge guests as soon as they arrive
2. greet guests with an appropriate welcome; and
3. check details of reservations based on an established standard policy

What I Know

A. Directions: Read the following test items carefully and choose the best
answer from the given choices. Write the letters of your answers in a
separate sheet of paper.

___1. A person responsible in welcoming the guest

A. Busboy C. Receptionist
B. Cashier D. Waiter
___2. Which type of guest must be given priority by the waiter upon arrivals?
A. Young couple B. Family with kids
B. Family with kids D. Old female guest with a young lady
____3. When a guest has reservation, how will you confirm his reservation?
A. Interview the guest
B. Ask the manager if it is true
C. Get the receipt from the guest
D. Check the reservation logbook
____4. You are assigned as the Receptionist in the Restaurant. A male customer is
coming as the first customer of the day. What will you do first?
A. Wave your hands and point where to go
B. Welcome him with a smile and call a waiter
C. Open the door and greet him with a pleasant smile
D. Approach the customer and lead the way to his table
___5. A young lady entered the Restaurant, all the tables are already occupied.
As a Receptionist what will you say to the lady?
A. “I am sorry Miss. All seats are already occupied at the moment.
Would you mind waiting at the lounge?”

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 B. “I am sorry Ma’am. All seats are full this time, would you want to have
drinks while waiting?”
C. “I am sorry Ma’am. All seats are occupied at the moment. Would you
mind waiting in the lounge for about five minutes?”
D. “I am sorry Ma’am. All seats are occupied at the moment. Would you
want to wait or not?”
___6. Which of the following should be done before the arrival of the customer who
made a reservation?
A. Cook the food C. Prepare the table
B. Prepare the food D. Prepare the food on the table
___7. Which of the following is appropriate to say if the guest has no reservation?
A. “Table for two or three?”
B. “How many are you Sir/Ma’am?”
C. “Table for how many persons Sir/Ma’am?”
D. “May I know how many we are expecting Sir/Ma’am?”
____8. Which of the following should be done by a receptionist upon the guest's
arrival?
A. Smile and call a waiter C. Check reservation logbook
B. Lead the guest to the table D. Smile, an eye to eye contact and greet
____9. What is the first item to look for in a reservation logbook?
A. Guest’s name C. Number of pax
B. Table number D. Food to be served
___10. Which basic phraseologies must be used when the guest enters the
restaurant?
A. “Welcome to our restaurant Sir, Ma’am.”
B. “Hello Sir, Ma’am, you may get inside now?”
C. “Good afternoon Sir, Ma’am, how many are you?”
D. “Good morning Sir, Ma’am, welcome to Bon Appetit Restaurant.”
___11. A person with distinctive character who buys goods and services
A. Cook C. Receptionist
B. Guest D. Waiter
___12. An action to make prior arrangement in a food establishment
A. Dine-in C. Reservation
B. Order D. Take out
___13. The standard expressions used in dealing guests in a restaurant
A. Dialogue C. Language
B. Expressions D. Phraseologies
___14. Who is responsible to serve food and beverages in the restaurant?
A. Cashier C. Receptionist
B. Cook D. Waiter
___15. A place to experience fine dining and good customer’s service
A. Hotel C. Recreational centers
B. Restaurant D. Shopping malls

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Lesson
Welcome and Greet Guests
1

What’s In

There are restaurants with good patronage upon opening. Then as time goes by

lose their customers because of personnel inefficiency. The promptness and

responsiveness to customers’ needs in dealing concerns and complaints are usually

its’ cause. Guests want their expectations to be met and mostly demand attention,

recognition, and appreciation. A friendly atmosphere in front of the guest as they

arrived is a must in every personnel.

A well-structured management from managers to service crews ensures a relaxed

and welcoming (warm, friendly, and efficient service with politeness) atmosphere. A
receptionist is a person who greets guests upon arrival. Together with the
professional waiter must be well-groomed, with excellent communication skills and
customer service capabilities. They are expected to behave gently and strictly observe
the rules of basic courtesy and work ethics.

While on duty avoid these unpleasant habits

Yawning Sneering or staring look

Chewing gums Daydreaming and eavesdropping

Bluffing guests Counting tips given by guests

Singing, whistling Going in groups with another staff for a chat

Leaning on walls, tables, and chairs Suggesting or demanding a tip

Frowning look, a show of irritation Divulging confidential information to guests

Reading newspapers and magazines Too much familiarity with the guests

Mannerisms like biting nails, Airing grievances against the company to

crossing arms, biting lips guests

Putting hands on pockets and Pointing someone or something with a

playing with coins finger

Indulging in guest’s private Shouting giggling, engaging in loud

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 conversation conversation and horse playing

Seating with customers to indulge in Interrupting guests’ conversation unless for

conversation a valid reason

What’s New

Definition of Terms

Customer/Guest A person who buys goods and services offered in a restaurant.

Receptionist A person who welcomes and greets the guest in a restaurant
Phraseologies Expressions made in dealing with the guest.
Reservation Act of making prior arrangement in a restaurant
Waiter A person who serves food and beverages

A waiter or receptionist’s qualities must be cultivated to give warm and gracious

service to all types of guests who enter the restaurant. The following attributes
include:

1. Willingness and eagerness in attending to guests as projected in a

pleasant facial expression. Maintaining a positive disposition and
avoiding any display of irritation.
2. Maintain a tactful and diplomatic gesture in handling guests.
3. Demonstrate a pleasant and expressive disposition and movement
towards the guests in the entire service.
4. To be receptive to any comments and feedback from the guest end
with words of appreciation all the time.
5. Responding to the needs and concerns of the guests through words
of affirmation, appreciation, acknowledgment, and empathy.
6. Immediate and prompt attention to guests concerns and always be
on standby for additional requests and orders.

In most fine dining restaurants, all guests should be welcomed at the entrance within
one (1) minute of arrival; guests are greeted warmly with good eye-contact, good tone
of voice, and a genuine smile. They are escorted and seated within 2 minutes of their
arrival. To add a personal touch in the service, the dining personnel should behave
and deal with the guests courteously and politely.

Pointers to remember in welcoming the guests

1. When the guest arrives, open the door. Walk towards the guest and
make a pleasant eye to eye contact and welcome them with
pleasant greetings.
2. Address them with an appropriate greeting for the time of day. As
follows:
00:00-11:59 “Good morning”

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 12:00-06:59 “Good afternoon”
7:00-12:59 “Good evening
3. Use the guest's name when known. Try to call the guest by name:
e.g. “Good morning Mr./Ms._____________, How are you?” or “Welcome to
(name of restaurant), Mr./Ms. (name of guest).”

4. Be aware of the guest as they come into the dining room or

restaurant. If you are still busy with another guest, acknowledge the new
guest by making eye contact and saying, “I will be right back with you” or
a simple hand gesture or smile will do. Guests must be acknowledged right
away to avoid embarrassment on the side of the customer. Also, by
recognizing them immediately, you have made them feel important.

5. Extend assistance to the guests as much as possible. Ask if they

need assistance (e.g. folding umbrellas, removing the coat among
others). Helping guests create a welcoming atmosphere.

6. Check for any reservation. Politely ask if they have a reservation. If

they do, ask the guest's name, and guide them to the reserved table. Make
sure their table is prepared in advance. If the guest has no reservation, ask
how many are dining and ask their preferred section in the dining room or
restaurant (e.g. smoking or non-smoking area, near the window, corner
table among others) and also ask them politely to wait while you check on
the availability of the table.

In case there is no available table, politely inform the guests and ask them
if they can wait for a while at the lounge. Be honest about the length of the
waiting time or period to avoid a bad impression from the guests. Explain
to the guests that there will be a table ready in a few minutes or that the
table is currently being cleared and set. If you anticipate a long waiting
period, you may offer complimentary drinks and lead them to a place where
they can wait comfortably.

https://tinyurl.com/y66o2h4l

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 What is It

Basic Phraseologies for Welcoming and Greeting of guests

As a beginner, before you can welcome and greet the guests correctly, here are
the basic phraseologies that you can follow:

1. “Good morning/afternoon/evening Sir, Ma’ am” or Mr./Ms.____.”

“Welcome to _______________________ Restaurant”,

(If the guest is a patron or regular customer, welcome him/her back

and say, "Welcome back Mr. Ms.___________, We are glad to see you
again Sir, ma' am."

1. Has no reservation:
“Do you have any reservations sir/ ma’am?” or
“Have you made any reservations sir/ma’am?”

“That’s alright, May I have your name, please?”

“A table for how many persons sir/ma’am?”
“We offer a choice of smoking and non- smoking areas, which would
you prefer sir’ ma’am?” or
“Would it be a smoking area or non-smoking area sir/ma’am?”

(If the outlet is full and there is no available)

"I'm sorry Sir, Ma'am but all the tables are occupied at the moment, Do
you mind waiting at the lounge for about ____minutes and I will call you
the moment we have a table available for you?”

3.Has a reservation:
“Do you have any reservations sir/ ma’am?” or
“Have you made any reservations sir/ma’am?”

“To whose name was the reservation made sir/ma’am?

“May I have your name, please? (How do you spell that, please?)
“Certainly (Mr./Ms.____) or Yes sir/ma’am you made a reservation
good for ___person/s and we have prepared Table number 3,
in a non- smoking area”/a smoking area”

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 What’s More

The basic phraseologies used in welcoming and greeting guests, are based on
established standards in hotels, cafe bars, and restaurants. A requirement and a
need for every service crew in the hospitality and tourism sectors. Therefore, these
phraseologies are used internationally and contribute to professional growth and
explicit the way to win any customer.

You may watch the video presentations about the processes in welcoming and
greeting the guest with these links:

https://www.youtube.com/watch?v=vb5ZTFC3R34

https://www.youtube.com/watch?v=xLdOlqsJXmc

By moving forward on how phraseologies work on you. Do this enrichment exercise

to check whether you already know the sequence in communicating with the guest
as they arrived. Using the given situation below, create your own script based on the
phraseologies given. Read, have a short rehearsal, and perform it virtually or
physically with a partner.

Situation:
Name of the guest: Engr. Alvin Ricafort
Name of Restaurant: (Your Preferred restaurant)
With reservation good for 5 persons, a non- smoking area
Time of day: 6:00 PM

What I Have Learned

Answer the following questions in a whole pad paper.

Name: ___________________________________Grade and Section______________

Subject: _____________________________Lesson Title_________________________

1. Why is it important to welcome and greet guests?

_________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

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 2. Is it important to know the name/s of your guest/s? Why or Why not?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
3. How would you handle guests who come in without any reservation?
How will you ask him or her for the possibility to wait for a table?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

Let us synthesize everything about the lesson in Welcoming the guest by using the
KWL Chart. Fill out each column with the learning you have in mind.

What I know? What I want to know? What I need to learn?

What I Can Do

Welcoming and Greeting of Guests

By familiarizing the phraseology, it is recommended that restaurant personnel or

service crew should have ample training and graces to accommodate guests well
because this is expected of him or her from the time, he, she applied for the job.
Therefore, every crew must memorize the lines in proper sequence with a clear voice
that can be heard. Good communication is the key to be in warm contact with the
guest.

Review the phraseology in welcoming the guest. You may select between with
reservation or without reservation. Rehearse for mastery and record your
performance. Send it to your teacher’s official messenger or any platforms as
scheduled.

Materials: Personal or Parents’ Cellphone for Audio recording

Rubric for Grading

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 Criteria Great Good Fair Total
7 5 3
The sequence in All lines are Some lines are Few lines are not
welcoming and followed correctly followed followed
greeting of guests
Clarity of 90% articulately 70% articulately 30% articulately
phraseologies used spoken spoken spoken
Delivery and Very consistent Consistent in Has no
presentation in expressing expressing expression of
politeness and politeness with politeness with
confidence in little confidence no confidence in
his/her tone in his/her tone his/her tone

Checking your learning

Read again the phraseologies in welcoming and greeting guests. Write a simple
dialogue/s with the guest using the basic phraseologies and place this at the back
of the pad paper you have used earlier. Memorize each of the lines in sequence and
prepare for the following activities:

The Restaurant Host/Hostess

Roleplay virtually or physically or you may upload your private video and tag your
teacher using the following scenarios in a restaurant. Perform the role of a Restaurant
Hostess/Host as you welcome and greet guests in the following situations.

Situation No. 1.

Mr. And Mrs. Garcia will celebrate their wedding anniversary. They decided to
have a simple dinner party with the family and close friends at Cherubs Restaurant.
They made reservations via telephone two days before the event.

Situation No. 2.

A group of five young professionals decided to dine in at CUBE Restaurant.

They made no reservations. Unfortunately, there was no available table when they
arrived at the restaurant.

Situation No.3
A family with 3 kids had a reservation at Nuelle’s Grilled Restaurant three
days before their scheduled luncheon time. The family is a regular customer of the
said restaurant.

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 Performance of the learners will be rated using this rubric
Assessment
Criteria Very Needs Total
Excellent Satisfactory Satisfactory Improvement
5 3 2 1
Guests are
acknowledged
as soon as
they arrive
Guests are
greeted with
an
appropriate
welcome
Details of
reservations
are checked
based on an
established
standard
policy

Assessment

Use a separate sheet in answering the test. Carefully read each statement and
pick the best answer from the given choices. Write the letters only.

Name: ____________________________________Grade and Section:_________________

Subject: __________________________________Lesson Title:________________________

____1. Which of the following must be handled first by the Receptionist?

A. Food to be served C. Number of tables in the restaurant
B. Waiter’s station area D. Every guest who enters the restaurant
____2. What are the items written in the reservation logbook?
A. Date and time C. Name and number of pax
B. Preferred area and food D. Name, number of pax, time and preferred area
____3. What communicating gesture a Receptionist must show to arriving guests?
A. Extend her arms B. Patch the guest’s shoulder
B. Give a handshake D. A smile and eye to eye contact
____4. Which of the following statement a Receptionist must say when all tables are
occupied?
A. “Mr. Chan, I’m sorry, there is no available table for you?”
B. "I'm sorry Sir, Ma'am, do you mind waiting when table is cleaned,
the moment we have a table available for you?”

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 C. "I'm sorry Sir, Ma'am but all the tables are occupied at the moment, Do
you mind waiting in the lounge for about ___minutes and I will call you
the moment we have a table available for you?”
D. “Sir I’m sorry for the inconvenience but all tables are already occupied by
others ahead of you.”
____5. Which of the following is the best line to welcome the guest as he or she arrives?
A. “Good evening Madam, welcome to Banana Restaurant”,
B. “Good morning Mr. Ramos are you going to dine again with us?”
C. “Good afternoon Sir, welcome to Carmela’s Place?” “Do you have
reservations Sir?”
D. “Good Evening Ms. Gutierrez, How may I help you?”
____6. Which of the following statement describes a well-groomed receptionist?
A. Sport long hair C. Wear attractive make-up
B. Wear body hugging attire D. Neat and clean from head to toe
____7. What will a receptionist do when a guest enters the restaurant hurriedly, along
with another physically challenge guest and wanted to get his table too?
A. Explain to the guests to wait for table availability
B. Find an extra table for the guest who is in a hurry
C. Provide seats for the guests with complimentary drinks while waiting
D. Serve first the guest with disability and asked the other guest to wait.
____8. Which of the statement you will use once a guest has reservation after the
table preparation?
A. “Do you have companions Sir, Ma’am?”
B. “How would you like your food to be cooked Sir, Ma’am?”
C. “We have prepared a nice table for you Mr. Jimenez, this way please?”
D. “Come and follow me this way Sir. Ma’am.”
____9. How will a receptionist extend assistance to the guests as they enter the
establishment?
A. Asking the guest to remove his soiled coat
B. Asking the guest to fold his umbrella
C. Asking the guest to remove his hat
D. Asking the guest to remove his wet boots
___10. The following are essentials in checking the reservation logbook EXCEPT one.
A. To ensure the name of the guest
B. To ensure safety and security of the guests
C. To have possible revenue
D. To prepare the tables prior to guest’s arrival
___11. The following are habits to be avoided during service EXCEPT one.
A. Attending to the needs of the guests
B. Divulging confidential information
C. Interrupting guest’s conversations
D. Seating with customers
___12. Which statement below is NOT an attribute of a good waiter?
A. Demonstrate a pleasant and expressive disposition and movement
towards the guests in the entire service.
B. Maintain a tactful and diplomatic gesture in handling guests.
C. Shout to the guests when called up
D. To be receptive to any comments and feedback from the guest end
with words of appreciation all the time.

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___13. What to check by the Receptionist in the logbook when a guest has a
reservation?
A. Position of the guest C. Contact details of the guest
B. Details of the reservations D. Time when the reservation is made
___14. Inefficient personnel service often leads to ____________.
A. no freebies C. low patronage return
B. no discounts D. limits food to offer limits food to offer
___15. The following accommodations must be done when the guests enter the
dining room, EXCEPT one.
A. Acknowledge the new guest by making eye contact and saying, “I will be
right back with you”
B. Guests must be acknowledged right away to avoid embarrassment on the
side of the customer.
C. If you are still busy with another guest, or a simple hand gesture or smile
will do.
D. Recognizing the guest and leave the place.

Additional Activities

Search online references to further enrich your knowledge and understanding on

how to welcome and greet guests properly in a restaurant.

You may also have experienced eating in a fine dining restaurant and have
observed happenings relative to welcoming and greeting a guest. Make a narrative
report while taking into consideration the following questions. Use a long size bond
paper for your output.

1. Is the receptionist well- groomed?

2. Was the door opened for the guests?

3. Were guests acknowledged properly as soon as they arrived in the

Restaurant?

4. Were guests greeted properly and appropriately?

5. Did the receptionist make eye to eye contact when welcoming/ greeting
guests?

6. Were the guests greeted with a sincere smile?

7. Were the guests without reservations asked for their preferred section of
The dining room/restaurant?

8. Were the guests who were made to wait advised on how long they will
Wait for an available table in the dining area.

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References

Department of Education Food and Beverage Services LM

TESDA TR
FOOD SERVICE MANUAL

Online Sources:
www.TUTORIALSPOINT.COM, retrieved June 12, 2020
https://tinyurl.com/y5xnzvfk, retrieved June 15, 2020
https://tinyurl.com/yyupyuaf, retrieved June 18, 2020
https://tinyurl.com/y3alzftg, retrieved June 18, 2020
https://tinyurl.com/y6ev3b5a, retrieved June 18, 2020
https://tinyurl.com/y3b2ukmo, retrieved June 18, 2020
https://tinyurl.com/r2t836b, retrieved June 18, 2020
https://tinyurl.com/y4jwfbfg, retrieved June 18, 2020
https://tinyurl.com/y66o2h4l, retrieved August 6, 2020
https://tinyurl.com/yxftjssp, retrieved August 6, 2020

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