How To Use This Competency-Based Learning Material

HOW TO USE THIS COMPETENCY- BASED LEARNING MATERIAL
Welcome!
The unit of competency ”WELCOME GUESTS AND TAKE FOOD AND

BEVERAGE SERVICES", is one of the competencies of Front Office NCII, a
course which comprises the knowledge, skills and attitudes required for a
learner to possess.
The module, Welcoming Guests And Take Food And Beverage Services,
contains training materials and activities 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 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. In this module, you are required to go
through a series of learning activities in order to complete each learning
outcome. In each learning outcome are Information Sheets, Self-Checks,
and Task/Job Sheets. Follow and perform the activities on your own. If
you have questions, do not hesitate to ask for assistance from your
facilitator.
Remember to:
• 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 this
module.
• Your instructor is there to support you and show you the correct way to
do things.
• You will be given plenty of opportunities to ask questions and practice on

the job. Make sure you practice your new skills during the regular class.
This way, you will improve your speed, memory and your confidence.
FOOD AND
Document No.:
BEVERAGE Date Developed:
ABCCA-FBS- TRS512388
SERVICES NC II
Issued By:
Welcoming Guests Developed By: ABCCA Page
and Take Food and Flora May A.
Beverage Services Pelenio 1 of 46
Revision# 01
• Use the Self-Checks, Operation Sheets or Task or Job Sheets at the end
of each section to test your own progress. Use the Performance Criteria
Checklist or Procedural Checklist located after the sheet to check your own
performance.
• When you feel confident that you have had sufficient practice, ask your
instructor to evaluate you. The results of your assessment will be recorded
in your Achievement Chart and Progress Chart.
You need to complete this module before you can perform the next module
PROMOTE FOOD AND BEVERAGE PRODUCTS.
FOOD AND
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SUMMARY OF COMPETENCIES
COMPETENCY-BASED LEARNING MATERIALS
NO Unit of Module Title CODE

Competency
1 PREPARE THE DINING Preparing The dining
ROOM/RESTAURANT Room/Restaurant TRS512387
AREA FOR SERVICE Area For Service
2 WELCOME GUESTS Welcoming Guests
AND TAKE FOOD AND And Take Food And TRS512388
BEVERAGE SERVICES Beverages Services
3 PROMOTE FOOD AND Promoting Food And TRS512389
BEVERAGE PRODUCTS Beverage Products
4 PROVIDE FOOD AND Providing Food And
BEVERAGE SERVICES Beverage Services To TRS512390
TO GUESTS Guests
5 PROVIDE ROOM Providing Room TRS512391
SERVICE Service
6 RECEIVE AND HANDLE Receiving And Handle TRS512392
GUEST CONCERN Guest Concern
FOOD AND
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MODULE CONTENT
UNIT OF COMPETENCY: WELCOME GUESTS AND TAKE

FOOD AND BEVERAGE ORDERS
MODULE TITLE: Welcoming Guests And Take Food

And Beverage Orders
MODULE DESCRIPTOR : This module covers the knowledge,

skill and attitudes 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
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 : 32 hours
LEARNING OUTCOMES:
Upon completion of this module the students/trainees will be able to:

LO1. Welcome and greet guests
LO2. Seat the guest
LO3. Take food and beverage orders
LO4. Liaise between kitchen and service areas
FOOD AND
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LEARNING OUTCOME 2.1: Welcome And Greet Guests
CONTENTS:
• Welcoming and greeting guests procedures

• Identifying and validating details of reservations based on
establishment policy.
• Basic Communication skills
ASSESSMENT CRITERIA:
• Guests are acknowledged as soon as they arrive.

• Guests are greeted with an appropriate welcome.
• Details of reservations are checked based on established standard
policy.
CONDITION:
The students/trainees must be provided with the following:
• Tools/Equipment
• Menu Folders
• A La Carte
• Table d’hote
• Carte du jour
• Order Slips
• Wine Lists
• Point of Sales (POS)
• Training Materials
• CBLM
ASSESSMENT METHOD:
• Demonstration/Role Playing
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LEARNING EXPERIENCES
LEARNING OUTCOME 2.1
TAKE TABLE RESERVATIONS
LEARNING ACTIVITIES SPECIAL INSTRUCTION

• Read Information Sheet 2.1-1 After reading, the learner is
Welcome and greet the guest encouraged to do the job sheet
2.1-1
• Do Job Sheet 2.1-1 The student may approach
his/her instructor to evaluate his
work using the performance
checklist 2.1-1
Welcome and greet the guest encouraged to answer self-check
2.1-1
• Answer self-check 2.1-1 Compare answers with answer
key 2.1-1
• Perform Job Sheet 2.1-2 After reading, the learner may
now approach the trainer to
evaluate his/her work using
performance checklist 2.1-2
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INFORMATION SHEET 2.1-1
LEARNING OBJECTIVES: After reading this information sheet, you will

be able to welcome and greet guests.
WELCOMING AND GREETING GUEST PROCEDURES
Welcoming Guest:
• Open the door where appropriate

• Acknowledge the presence of newly arrived guests
• Greet the guest with pleasant smile using appropriate greeting
like “Good Morning, Sir/Ma’am/Madam”. if possible, greet
them by name using prefixes Mr/Ms/Mrs
• If the customer is a repeat guest say, “I’m glad to see you
again”. It is friendly. Never say “I haven’t seen you for a long
time”; it is nagging
Escorting The Guest:
There are several ways of escorting a guest to a table:
• Usually, the guests informs the receptionists when they

have reservations. When there is none the receptionist
can ask, “How many are there in the party, Sir/Ma’am?”
or “Table for how many, Sir/Ma’am?”
• Receptionist leads the way, guiding the guests to
prepared table, saying “this way, please” or “by the
window Sir? Madam?”
• When ushering guest to the table, walk ahead with
suitable gait. Do not get too far ahead or they may sit
down in some empty spot not intended for them
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WELCOMING GUESTS PROCEDURES:
Steps Procedures Rationale

• Be familiar with the Find out what tables are This will make it easier to
set-up in the dining designed for 2, 3, or 4 locate appropriate tables
room people and which one are
reserve for those with
reservation
• Stay at the outlet Approach the guests, have Eye contact and pleasant,
entrance an eye contact on each sincere smile makes the
guest as much as possible, guest feel welcome and
greet them with a pleasant valued
smile and mention their
name and position (if
know)
“Good Morning Mr. Gray,

Welcome to ABCCA Coffee
Shopee
With hands outstretched

show the way to the table
and say “this way please
or may I suggest a table
for you?”
• If there is no Graciously look at the Do not just say “we’re full”
available table, guest/host as you say “I’m as there might be seats
tactfully inform the sorry Sir/Ma’am but we that soon be vacated
guest and advise are fully booked at the
them to wait at the moment, do you mind
lounge or bar if waiting at the lounge and
available I’ll call you once a table is
available”
• If the gest has a Tell the host/guest: Avoid saying doing you
reservation, make “Welcome Sir/Ma’am or have reservations? This
sure his/her table Mr/Ms/Mrs, we have sounds offensive to some
is prepared in prepared a nice table for guest
advance your party. This way,
please
• Lead the guest Walk a little ahead of them Waiter or the Captain
towards the table when escorting them to must pull the chair for the
their table. Endorse them lady and assist her to get
to the Captain or Waiter or seated
assist them to their seats
in case there is no waiter
available
FOOD AND
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JOB SHEET 2.1-1
Title : Welcome and Greet Guest
Performance Objective:
Given a situation the learner must be able to welcome and greet
guest
Materials: CBLM
Equipment:
• Reservation lists
• Menu folders
• Oder slips
Steps/Procedures:
• Choose a partner from the class that will represent your guest
• Welcome and greet the guest
• Perform the standard procedures of greeting, escorting the guest
to their respective seats
• Endorse the guest to the Captain or Waiter
• Assist the guest to be seated if necessary
Assessment Method:
Performance Criteria Checklist
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PERFORMANCE CRITERIA CHECKLIST 2.1-1
Name of Trainee: ________________________________Date:________________
CRITERIA YES NO
The learner was able to:
• Guest are aknowledge as soon as they arrive.
• Guest are greeted with an appropriate welcome
• Details of reservation are checked based on the
establishment policy.
Comments:
_______________________________ ______________________
Trainer’s Name and Signature Date
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be able to provide table service.
TABLE SERVICE:
Table service may take place in food outlets like restaurants, in

function rooms for banquet functions or in a guestroom if it involves
room service. Whatever is the venue, service must be executed in
accordance with professional standards and with graciousness and
courtesy. For an efficient table service, all needed supplies and
materials (Mise-en-place requirements) must be ready and complete.
The service station must be equipped with complete par stock –
chinawares, utensils, linen, hollowares, etc. It is the duty of the
captain to check the availability, cleanliness and condition of all
required stocks and supplies and to initiate requisition of supplies;
when necessary. For banquet functions, the captain must review the
vent order to check the client requirements for the function and to
see to it that everything is ready and installed. Once these
requirements are ready, the waiters must be given a briefing about
the details of the function and serving instructions, after which the
captain or headwaiter shall inspect their grooming, insuring that
everyone complies grooming standards. This must be done at least
30 minutes before opening of the outlet or the scheduled function.
The briefing is designed to familiarize service personnel with some
important information like
• Expected VIP’s and serving instruction, if any

• Food/drink to be served (if banquet) and serving instructions
• Chefs specials for the day and other promotional item
• Out of stock items
• For banquets – name of organizer, host or honoree,
• Important reminders
• Other instructions
After the briefing, the captain shall announce the waiters’ side duties
and table assignments. After all these preparations, service is now
ready and the waiters must position themselves in their respective
area and table assignments.
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TYPES OF TABLE SERVICE:
• American Service:
Also called Plate service because the food is already arranged in
individual plates at the kitchen, ready to be served to guests,
usually on the right side. This is usually done for a la carte
orders, good for one serving. Plated foods are served with garnish
and accompaniments. This type of service is deal for coffee shop
where is a need for fast service.
• Russian Service:
The food is pre-arranged in a platter usually good for one
table; then it is dished out from the platter to the individual plates
of guest by the waiter. Russsian service is usually done for
banquet functions. It guarantees equal portioning of food because
the food served are pre-portioned and pre-cut. It is preferred over
plate service when there are no heaters for individual plates.
• French Service:
This type of service involves table side preparation. The food is
partially prepared and pre-cut at the kitchen. Then the
preparation is completed in a gueridon at the side of guests’ table
is usually with some showmanship. This is usually done by a chef
or a headwaiter in his absence. French service is very elegant and
entertaining but takes so long. It is not advisable for diners who
are in a hurry.
• Buffet Service:
This is self service because the guest has to line up to get his
food in a buffet table where foods are classified and arranged in
sequence – form colds, to hot dishes and desserts. Hot dishes are
place in chafing to keep them warm. The risk in using this types
of service is the possibility of food shortage. One way of controlling
this is to assign a waiter to portion and dish out foods for
individual guest.
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JOB SHEET 2.1-2
Title : Provide Table Service
Through draw by lots, the learner must be able to provide the types of table
service that he/she got.
Materials: CBLM
Equipment:
• dinnerware
• glassware
• silverware
• Service trays
• Table Napkin
Steps/Procedures:
• Choose a partner from the class that will represent your guest
• Get 1 rolled paper where the different types of service are written.
• Provide the chosen type of table service.
Assessment Method:
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CRITERIA YES NO
• To choose the appropriate
tablewares/glassware/silverwares
• provide correctly the type of table service that
he/she picked.
Comments:
_______________________________ ______________________
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LEARNING OUTCOME 2.2: Seat The Guest
CONTENTS:
• Seating guests procedures

• Guests are escorted and seated according to table allocations

• Tables are utilized according to the number of party.
• Guests are seated evenly among stations to control the traffic flow
of guests in the dining room.
• Cloth napkins are opened for the guests when applicable.
• Water is served when applicable, according to the standards of
the foodservice facility.
CONDITION:
• Tools/Equipment
• Menu folders
• A La Carte
• Table d’hote
• Carte du jour
• Order slips
• Wine lists
• Point Of Sales (POS)
• Training Materials:
• CBLM
ASSESSMENT METHOD:
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SEAT THE GUEST

Seat the guest encouraged to do the job sheet
work using the performance
checklist 2.2-1
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be able to seat the guest.
SEATING THE GUEST:
• In seating the guest, avoid the use of four-seat table for one or
two people unless there are no available tables for two or no
smaller table to accommodate the guest
• When there are ladies in the party, a maître 'd hotel or head
waiter seats them with the best view
• Usually the man in the party will assist in seating the other
ladies present
APPROACHING THE GUEST AND PRESENTING MENU:
The menu should be presented to the guest in the following manners:
• Present the menu when the guests are already seated comfortably
and properly.
• The menu should be presented right side up. One piece menus
are presented and handled cover face-up. Book style multiple
sheet menus are presented at page of first appropriate major
course.
• Hand the menu to the guest with politeness and a smile
accompanied with some introductory suggestive selling –
recommending “today’s special”, for example.
• Ladies are presented with the menu first.
• The menu is presented from left side of the guest if seating
arrangement does permit.
• No dirty, torn or smeared menus ever be given. Correction of
items in a menu should be in a neat manner if at all.
• In presenting the menu, one can also say” May I
present to you our menu? I’ll be with you in a short while”. Then
glasses can be filled up with water.
The foods on the menu may also be:

• A la Carte - listed as a single item and priced separately
from other food.
• Table d’ hote - listed as full course meal and is priced as
a unit.
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CONTENT OF THE MENU:
The foods on traditional menus are grouped into categories related

foods according to the custom and preference of the management.
• Appetizers - juices, fruits

• Soups- may be separate or group with appetizers
included with table d’ hote entrees.
• Entrees - steaks, seafood, meat, poultry,
sandwiches, salads and specialties.
• Dessert - pies, ice cream sherbet, sundaes.
• Beverage- coffee, tea, milk, and other drinks.
• Cocktails and wines.
• Special on the day- may be left-over, a seasonal dish or chef’s
special.
• Seasonal Special - attached to the menu when there is an
abundant supply of a particular food available at a low price.
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JOB SHEET 2.2-1
Title : Perform Seating The Guest
Given a situation the learner must be able perform seating the
guest at the dining area/restaurant
Materials: CBLM
Equipment:
• Tables
• Chairs
• Menu folders
• Order slip
Steps/Procedures:
• Choose a partner from the class who will represents as your
guest.
• Welcome and greet the guest
• Escort the guest to their respective table
• Seat the guest
• Present the menu to the guest
• Leave the guest
Assessment Method:
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CRITERIA YES NO
• Guests are escorted according to their table
allocations
• Tables are utilized according to the number of
party
• Guests are seated evenly among stations to
control the traffic flow of guests in the dining
room
• Cloth napkins are opened for the guests when
applicable
• Water is served when applicable.
Comments:
_______________________________ ______________________
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LEARNING OUTCOME 2.3: Take Food And Beverage Orders
CONTENTS:
• Basic Menu types

• Order taking procedures
• Principles of promotion and selling
• Suggestive selling techniques
• Product and service knowledge
• Guests are presented with the menu according to established

standard practice.
• Orders are taken completely in accordance with the
establishment’s standard procedures.
• Special requests and requirements are noted accurately.
• Orders are repeated back to the guests to confirm items.
• Tableware and cutlery appropriate for the menu choices are
provided and adjusted in accordance with establishment
procedures.
CONDITION:
• Tools/Equipment:
• Menu folders
• A La Carte
• Table d’hote
• Carte du jour
• Order slips
• Wine lists
• Point Of Sales (POS)
• Training Material:
• CBLM
ASSESSMENT METHOD:
FOOD AND
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TAKE FOOD AND BEVERAGE ORDERS

Basic Menu Types encouraged to answer self-check
2.3-1
• Answer self-check 2.3-1 Compare answers to answer key
2.3-1. Learner must be able to
get 80% of correct answer.
Order Taking Procedures encouraged to do Job Sheet 2.3-1
• Perform Job Sheet 2.3-1 The learner may now approach
the trainer to check his/her work
using Performance Checklist 2.3-
1
encouraged to do Job Sheet 2.3-2
2
encouraged to do Job Sheet 2.3-3
3
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be able to identify the basic menu types
BASIC MENU TYPES:
• Static Menu:
A static menu is a menu that is often laminated for easy
cleanup. It is usually separated into groups such as
appetizers, soups and salads, entrees, desserts, etc. Fast
food restaurants often have these types of menus. They are
the most common.
• A'la Carte Menu:

These types of menus feature items sold individually. For
example, if a steak is ordered it will not come with a salad
or potato. Those would need to be ordered separately.
Higher class restaurants often use these types of menus.
• Du Jour Menu:
This kind of menu features an item of the day and changes
every day. They are usually focused on seasonal items.
Another name for these menus are "chalkboard menus"
because they are often written on chalkboards
• Cycle Menu:
These menus offer specific items for each day. For example,
fish may be served every Friday, Italian every Saturday, etc.
The cycles do not have to run weekly but may run bi-
weekly, monthly, etc.
• Prix Fixe Menu:

Offering a meal at a fixed price. Example You may choose
soup or salad. Choose one of the 3 appetizers. Choose one
of the four entrees. Choose one of the three desserts. For
Php 49.00 per person.
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be able to take orders.
TAKING ORDERS:
Order Taking Procedures:
• Always have a sharp pencil/ball pen and order forms/guest

checks ready.
• Approach the guest after you have given them time to look at the
menu, sometimes guest signal readiness to order.
• It may not be possible to identify the host/hostess, but if you can,
approach him/her first because she/he may wish to order for his
guest.
• If he/she does not begin taking an order from the female member
to his right and go clockwise. If there are children, begin with
them.
• When a man and woman are together, approach the table and ask
him if they are ready to order.
• Stand erect to the left of the guest with the order pad supported
in the palm of your hand (not on the table) and a sharp pencil
ready. Never trust your memory to accept an order. Bend lightly
forward in an attitude of close attention.
• Use your suggestive selling technique throughout the order taking
process. You can say” Would you like to start with a cocktail,
sir/madam?”
• Start writing request items giving attention to order which item.
Be sure you understand exactly what each guest wants. Repeat
each order as you write it down.
• Immediately upon writing an order, divide check into appropriate
number of persons to be served, leaving enough space for two or
four items each so that if person number 3 gives order first it can
be noted down in the third position and not on top of the list.
• Pay particular attention to more preparation variations of
accompaniments. Specific reference to “Doneness” of steak or
meat and condiment, sauce, dressing etc.
• Record food dishes in proper sequence of serving order starting
with appetizer-soup- entrée-salad- dessert.
• Record beverage separately, taking care to divide order check in
similar manner as food check.
• Ask when beverage is to be served.
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• Repeat entire order guest(s) addressing each complete order to
each guest. “May I repeat your order, sir/madam?” This helpful
check procedure will eliminate unnecessary trips and prevents
embarrassing errors and guest displeasure.
• Be certain to write order in a legible manner to save difficulties for
self and production/ preparation personnel. Use common
abbreviations know to kitchen staff when taking orders.
• Number the table on the guest check to prevent confusion later.
• Do not destroy a check. Have manager void it.
• Before you place your order to kitchen, check your station first in
case there are some customers waiting your attention.
• Use appropriate and uniform abbreviation already as practiced in
your restaurant or directed by house policy.
HOW TO TAKE A FOOD ORDER:
Supplies needed: Order slip (in triplicate), pen, and menu

Additional information
• Approach the table Stand erect. Look at each Pleasant greetings with a
and stand at the guest, smile and greet warm smile gives an
right side of the them by name and title (if impression of graciousness
host known) If not know, and warm hospitality.
address them with
“sir/mam”.
• Present the menu Present it with the cover Menu should be carried to
facing the customer if the the table properly as
menu is a book type. If illustrated in the diagram
not,
• Take the food order Ask customers if they are If there is an honoree, take
ready to order “ May I his/her order first.
take your order now?”
Take order beginning with

the ladies, then the
gentlemen and lastly the
host.
• Write down the Write it down in an order For control purposes, no
order slip – in triplicate – 1 copy order will be dispatched
goes to the kitchen and 1 from the kitchen without
for waiter, 1 for cashier an order slip.
• Take efforts to sell Suggest appetizers, soups To increase sales, waiters
a complete meal and salads to complement must always resort to
the main dish; offer suggestive selling when
variety of items; suggest taking orders.
wines that will best
complement the meal.
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• If the order is out Tell the guest outright Never make a guest wait
of stock, suggest when his order is not for an order that is not
appropriate available. available. This will irritate
alternatives or him/her.
substitute
I’m sorry sir, but we run
short of _____ but you Suggest appropriate
might want to try ______ alternative for out of stock
(mention appropriate items.
alternative
• If applicable, ask Example: Care must be taken in
the guest how he verifying orders and its
wants his dish “How would you like the preparation. Likewise any
prepared. steak done?” special instruction of
request of the customer
regarding his order must
If eggs: be properly disseminate to
“How would you like the the kitchen to make the
eggs done, sir?” customer gets what he
wants.

• Write all orders in Use a coding method in Use standard abbreviation
an order slip in identifying whoever orders that can be understood
triplicate copies each item. both the waiters and the
cook.
Do not forget to write the
date, table number, dishes This will help in preventing
ordered together with the the embarrassing situation
quantity and the manner whereby a wrong order is
of desired preparation. The served to the wrong
name of waiter/server persons.
must also be indicated.
• Repeat the order to As you repeat, mention the This is important to
the customer. items ordered, number of prevent misunderstanding
orders and the ,manner of
preparation.
“May I repeat your order Get the menu book after

sir? You’ll have 1 order of closing the order.
fillet mignom-meduim
rare, a portion of
minestrone soup and
green salad. Did I get your
order right?”.
• Place the order to Give one copy of the order
the kitchen. slip to the food checker
and another one for the
cashier for billing
purposes.
FOOD AND
Document No.:
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JOB SHEET 2.3-1
Title : Perform Taking Food and Beverage Orders
Given a situation the learner must be able to take food and
beverage orders
Materials: CBLM
Equipment:
• Menu folder
• Order slip
• Pens
• Tables
• Chairs
Steps/Procedures:
guest.
• Present the menu
• Take orders and write on the order slip
• Repeat the order for confirmation with the guest
Assessment Method:
FOOD AND
Document No.:
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CRITERIA YES NO
• Presented the menu in accordance with the
established standard
• Orders are taken completely in accordance with
the established standard
• Special requests and requirements are noted
accurately
• Orders are repeated back to the guests for
conformation of item ordered
Comments:
_______________________________ ______________________
FOOD AND
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be able to promote and sell products while taking orders.
SUGGESTIVE SELLING DEFINED:
A sales technique where the employee asks the customer if

they would like to include an additional purchase or recommends a
product which might suit the client. Suggestive selling is used to
increase the purchase amount of the client and revenues of the
business. Suggestive selling is offering an additional or
complimentary item to a guest. By making the suggesting specific,
the guest is more likely to say “yes.” It is not about being too pushy
or too aggressive and giving the guest a “hard sell.” Effective
suggestive selling begins with a positive attitude. Suggestive selling is
an integral part of guest service. It is your responsibility to get the
guest to order for the product which is right for them; but it should
be done discreetly!
UPSELLING DEFINED:
A sales strategy where the seller will provide opportunities to

purchase related products or services, often for the sole purpose of
making a larger sale. A popular example of upselling happens when a
fast-food customer orders a hamburger, and they are asked by their
cashier “Do you want fries with that?”, in an attempt to get them to
purchase more food.
DIFFERENCE BETWEEN SUGGESTIVE SELLING AND UPSELLING:
Suggestive Selling is getting the customer to consider a

purchase he/she might otherwise have not thought of or made. Example:
Good evening, I'm Mark your waiter tonight, I'll bring the menus in a
moment, would you folks like to start off with a drink tonight?
Up-selling is moving the customer up in purchase price, but
the customer has already indicated he/she is ready to buy. Example: So
you folks would like a nice red wine to go with your sizzling steaks,
excellent. May I suggest a New World Merlot, our Chef has paired it with
your meal selection, it's only Php 500 more.
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
PURPOSE OF SUGGESTIVE SELLING:
• It helps to educate guests about different products (by offering

them).
• It helps increase sales volume of your restaurant (through
increased check size and increased frequency of visits).
SUGGESTIVE SELLING GUIDELINES:
• The greeting is the key to a suggestive sell. If the register person

has good eye contact, a sincere smile, etc. the guest will be less
likely to be rude when turning down a suggestive sell.
• Sometimes, it is not what is suggested, but how it is suggested.
Suggesting with a friendly personality will help achieve your goal
of building sales, while not turning off your guests.
• Suggestive selling is an art. It requires good training, continual
practice and fine-tuning, combined with a dose of common sense.
SUGGESTIVE SELLING DO’S AND DON’TS:
DO’S:
• Suggest complimentary items.

• Example: “ How about some of our fresh fries to go with
that sandwich…”
• Suggest combo meals adding a drink and/or fries to a
sandwich.
• Be aware of your guest. (Are they searching the menu /
menu board looking to see what you have? Is he or she
undecided on what they want to purchase?)
• Get to know your regular guests. Call them by their name.
Know your menu and know what they want. Suggestive
selling should be used with discretion.
• Encourage regular guests (who always order the same
thing) to try new items. This may increase frequency of
visits.
• Suggest items by name.
• Example: instead of, “how about a dessert,” say, “how about
a slice of our fresh apple pie with that.”
• Try suggesting an item at the beginning of an order.
• Be creative and use humor.
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
DON’TS:
• Suggest to kids (This can make parents angry).

• Suggest more than one item.
• Suggest by always asking yes or no questions.
• Example: Instead of “Would you like…?” Use statements
like “How about…” or “…(item) would go great with that.”
• Suggest items in general.
• Avoid phrases like “Do you want anything else?”
• Suggest to guests who end their order with “and that’s it,”
or “that’s all.”
• Be too pushy or aggressive. Know when to back off. Know
when suggestive selling is not appropriate (if the guest says,
“that’s all” or is obviously in a hurry)
NOTE: There’s a difference between suggestive sales and being

pushy. It may be a fine line, but it’s never been more important!
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
JOB SHEET 2.3-2
Title : Perform promotion and selling techniques
Given a situation the learner must be able to upsell and promote
while taking food and beverage orders
Materials: CBLM
Equipment:
• Menu folder
• Order slip
• Pens
• Tables
• Chairs
Steps/Procedures:
guest.
• Present suggestive and up selling products if any
Assessment Method:
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
CRITERIA YES NO
accurately
• Performed suggestive or upselling of products
in accordance with the established standard
Comments:
_______________________________ ______________________
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01

be able to promote and sell products while taking orders.
FOUR P’S OF PRODUCT KNOWLEDGE:
• Portion :
How many potato skins do you get? How many ounces is the
steak? How big is the salad? How many layers is the chocolate
cake? These are some questions that some of waitstaff
encountered during the course of their duties. When you quiz
your team during pre-shift meetings you might be surprise to find
out how many details they’ve forgotten
• Preparation:
Is it grilled or baked? Squeezed with lemon or lime? Stir-fried or
sautéed? Often it’s the smallest details that makes the sale and
gains the customer’s confidence. When servers know the complete
preparation of each menu item, customers are more willing to
accept their suggestions and splurge on that dessert or other add-
on item.
• Presentation:
Is there a garnish? A sizzling plate? A cutting board or a bread
bowl? When your servers can accurately add these details, they’ll
create interest and intrigue (and sales!).
• Price:
You would hope that your servers are well-versed in the prices on
your menu, but do they know – and provide – the price of
specials? Often customers shy away from ordering your most
prized meals of the evening, because the server didn’t include the
price in “our specials tonight…” description. Because they don’t
know, customers assume that those items are too costly… and
select something else on the menu.
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
JOB SHEET 2.3-3
Title : Perform Taking Food and Beverage Orders
Given a situation the learner must be able to take food and
beverage orders
Materials: CBLM
Equipment:
• Menu folder
• Order slip
• Pens
• Tables
• Chairs
Steps/Procedures:
guest.
• Present suggestive and up selling products if any
Assessment Method:
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
CRITERIA YES NO
accurately
• Performed suggestive or upselling of products
in accordance with the established standard
• Show product and service knowledge accurately
Comments:
_______________________________ ______________________
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
LEARNING OUTCOME 2.4: Liaise Between Kitchen And
Service Areas
CONTENTS:
• Sequence of Food Service

• Order taking procedures
• Proper carrying/handling of plates and trays
• Orders are placed and sent to the kitchen promptly.

• Quality of food is checked in accordance with establishment
standards
• Tableware is checked for chips, marks, cleanliness, spills, and
drips
• Plates and/or trays are carried out safely.
• Colleagues are advised promptly regarding readiness of items for
service
• Information about special requests, dietary or cultural
requirements is relayed accurately to kitchen where appropriate.
• Work technology are observed according to establishment
standard policy and procedures
CONDITION:
• Tools/Equipment
• Menu Folders
• A La Carte
• Table d’ hote
• Carte du jour
• Order slips
• Wine Lists
• Point of Sales (POS)
• Training Material:
• CBLM
ASSESSMENT METHOD:
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
LIAISE BETWEEN KITCHEN AND SERVICE AREAS

RULES IN ASSEMBLING encouraged to do the Job Sheet
AND SERVING ORDERS 2.4-1
work using the Performance
Checklist 2.4-1
 Read Information Sheet 4.2-2 After reading, the learner is
ORDER PLACEMENT: encouraged to do the Job Sheet
2.4-2
 Do Job Sheet 2.4-2 The student may approach
work using the Performance
Checklist 2.4-2
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01

be able to assemble and serve orders.
RULES IN ASSEMBLING AND SERVING ORDERS:
• Serve foods in appropriate containers and temperature

• Hot foods in hot plates
• Cold foods in chilled plates
• Follow proper sequence in serving food – form lightest to heaviest
• First appetizer
• Second soup
• Third salad
• Fourth Main course
• Fifth Dessert
• Sixth Coffee or tea
• Serve guests in the following order
• Honoree
• Ladies
• Gentlemen
• Host
• Serve food on the appropriate side of the guest
• Never reach/serve food in front or across the guest to serve
another guest unless the set-up makes it impossible to serve on
the guest’s side. In such case, one can serve in front of the table
but must ask for excuse “ Excuse me sir/mam”.
• Upon serving an order, mention the name of the dish
Example : “Your sizzling bean curd sir.”
• Never show the thumb on the plate when serving so as not to
touch the sauce/meat.
• When serving plated food, position the meat/fish directly in front
of the guest with the logo positioned on the top center of the plate.
• When serving from a platter (Russian Service0, present food from

the left, hold the platter with the left hand and dish out the food
using serving spoon and fork with the right hand.
• Use precautionary measures in carrying loaded trays, such as :
• Place heavy items on the center to keep it balanced.
• Let the tray rest on the shoulder with the palm of the
hand supporting the tray underneath. If it is still off –
balanced, use the other hand to support the tray.
• Make sure the bottom of the tray is clean.
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
• Bend the knees, not the back, when picking up a tray
and when putting it down.
• Rest the elbow close to the hip when carrying a tray
• Always make an excuse when serving the dish and also in
clearing soiled dishes. Say : “Excuse me sir/mam”.
• Never forget to check the quality of presentation of the food before
serving and see to it that it conforms to standard preparation. If
something is wrong/lacking, have it corrected by the chef before
serving.
• Use side towel, not napkins, in picking up hot plates
• Fill coffee pots ¾ full; creamers 2/3 full.
• Combine orders whenever possible in one trip. For example: two
soups for one table, main dish for another table and desserts for
the third table.
• Whenever possible; save trips to the kitchen by filling trays both
ways for example: while placing orders to the kitchen, pick up
soiled dishes that can be found in some tables.
• Never serve food and utensils that have fallen on the floor.
• Never touch/serve food with bare hands. Always use appropriate
containers and serving spoon/fork.
• Never touch/serve food with bare hands. Always use appropriate
containers and serving spoon/fork.
• If ice cream dippers are used, rinse them before re-using to avoid
blending of flavors.
• Serve food according to table plan, with each guest identified
through the coding system, to make sure the right order is served
to the right person.
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
JOB SHEET 2.4-1
Title : Sequence of Food Service
The learner must be able to perform food service according to the
standard sequence.
Materials: CBLM
Equipment:
• Menu folder
• Order slip
• Pens
• Tables
• Chairs
• Dinnerware
• Silverware
Steps/Procedures:
guest.
• Serve the food to the guests.
Assessment Method:
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
CRITERIA YES NO
• Orders are taken comp
letely in accordance with the established
standard
accurately
• Plates and/or trays are carried out safely
• Serve the guests promptly and properly
Comments:
_______________________________ ______________________
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01

be able to perform order taking procedures.
ORDER PLACEMENT:
After taking the complete order, the waiter or waitress must

decide whether to place in the kitchen immediately or to hold
temporarily.
• Know the method of preparation of foods, so that you will

know when to place it in the order.
• Check your order pad against the order to see that they
have been prepared accurately.
• Hold the order for a short time when you feel the guests are
lingering over cocktails and hors d’ oeuvres.
PICKING UP ORDER FROM THE KITCHEN:
• Report promptly to the pick-up area.

• Check your order pad against the order to see that they have
been prepared accurately.
• Be sure the food is attractively arranged and
completed with garnishes, do that also.
• If something doesn’t look right or when there are mistakes by
you or the chef, remedy them at this time.
SERVING THE FOOD AND BEVERAGE ORDER:
Serving means to bring the food orders to the table and attend
to the guest’s needs throughout the meal.
• How to load trays?

• Arrange the plates on the tray so that they are well-balanced to
carry the table.
• Load the heaviest toward the center of the tray.
• Try to keep hot dishes next to hot dishes cold next to cold.
• Stack underlines towards the outer edge of the tray.
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
• Carrying the tray:
• When your tray is properly loaded, bend your knees and use
your leg muscles to lift a tray keeping your back straight to
avoid back strain.
• Lift the tray with the palm of your hand to shoulder height,
using your hand to balance.
• Follow the prescribed traffic pattern and alert others when you
are behind them or when you are coming through a door.
• Things to remember in serving meals:

• Place and remove dishes from the most convenient side.
Remove with the same hand as the side removed from-right
side, right hand.
• Serve and pour all beverages from the right.
• Never reach across the guest. If ever absolutely necessary, an
apology should be made.
• Fill glass 2/3 full on the table. Never lift the glass of the table
to fill.
• Extra silverware should be placed at the right of the guest.
• The waiter must always serve ladies first.
• The waiter must always stand to the left of the guest he is
serving.
• Soiled dishes should be removed promptly, even if it is not
your table.
• The waiter must always have a clean napkin or a clean dish
towel, draped over his left arm, in readiness for an emergency.
• Replace dropped articles with clean ones. Never pick up the
dropped item and place it back on the table.
• Always use a tray in bringing a food or beverage to the table or
in taking dishes and other utensils to the kitchen.
• Clean ashtrays continuously. Cover them before removing.
• Never touch the rims of the plates or dishes containing food, or
of cups and glasses containing beverages.
• Be alert to the mess of the guest – keeping their water glass
full and watching to see if they are ready for the next course.
• Provided efficient service without sacrificing the necessities.
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
JOB SHEET 2.4-2
Title : Order Placement
Given a situation the learner must be able to liaise between
kitchen and service areas
Materials: CBLM
Equipment:
• Menu folders
• Order slips
• Wine slips
• Table wares
• China wares
• Glass wares
• Trays
Steps/Procedures:
• Select 1 partner from the class to act as your guest.
• Take the order of the guest
• Prepare guest’s order
• Serve the guest’s order
Assessment Method:
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01
CRITERIA YES NO
• Orders are placed and sent to the kitchen
promptly
• Quality of food is checked in accordance with
• Table wares, china wares, glass wares are
checked for chips, marks cleanliness, spills or
drips
• Trays, plates, glasses are carried out safely
• Colleagues are advised promptly regarding
readiness of items for service
 Information about special requests, dietary
or cultural requirements is relayed
accurately to kitchen where appropriate
Comments:
_______________________________ ______________________
FOOD AND
Document No.:
SERVICES NC II
Issued By:
Revision# 01

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HOW TO USE THIS COMPETENCY- BASED LEARNING MATERIAL

The unit of competency ”WELCOME GUESTS AND TAKE FOOD AND

• Read information sheets and complete the self-check. Suggested

• You will be given plenty of opportunities to ask questions and practice on

COMPETENCY-BASED LEARNING MATERIALS

NO Unit of Module Title CODE

UNIT OF COMPETENCY: WELCOME GUESTS AND TAKE

MODULE TITLE: Welcoming Guests And Take Food

MODULE DESCRIPTOR : This module covers the knowledge,

NOMINAL DURATION : 32 hours

Upon completion of this module the students/trainees will be able to:

• Welcoming and greeting guests procedures

• Guests are acknowledged as soon as they arrive.

The students/trainees must be provided with the following:

LEARNING OUTCOME 2.1

TAKE TABLE RESERVATIONS

LEARNING ACTIVITIES SPECIAL INSTRUCTION

LEARNING OBJECTIVES: After reading this information sheet, you will

WELCOMING AND GREETING GUEST PROCEDURES

• Open the door where appropriate

Escorting The Guest:

There are several ways of escorting a guest to a table:

• Usually, the guests informs the receptionists when they

Steps Procedures Rationale

“Good Morning Mr. Gray,

With hands outstretched

Title : Welcome and Greet Guest

Name of Trainee: ________________________________Date:________________

LEARNING OBJECTIVES: After reading this information sheet, you will

Table service may take place in food outlets like restaurants, in

• Expected VIP’s and serving instruction, if any

Title : Provide Table Service

Name of Trainee: ________________________________Date:________________

• Seating guests procedures

• Guests are escorted and seated according to table allocations

The students/trainees must be provided with the following:

LEARNING OUTCOME 2.2

SEAT THE GUEST

LEARNING ACTIVITIES SPECIAL INSTRUCTION

LEARNING OBJECTIVES: After reading this information sheet, you will

SEATING THE GUEST:

APPROACHING THE GUEST AND PRESENTING MENU:

The menu should be presented to the guest in the following manners:

The foods on the menu may also be:

The foods on traditional menus are grouped into categories related

• Appetizers - juices, fruits

Title : Perform Seating The Guest

Name of Trainee: ________________________________Date:________________

• Basic Menu types

• Guests are presented with the menu according to established

The students/trainees must be provided with the following:

LEARNING OUTCOME 2.3

TAKE FOOD AND BEVERAGE ORDERS

LEARNING ACTIVITIES SPECIAL INSTRUCTION

LEARNING OBJECTIVES: After reading this information sheet, you will

BASIC MENU TYPES:

• A'la Carte Menu:

Name of Trainee: ________________Date:

Name of Trainee: ________________Date:

Name of Trainee: ________________Date:

Name of Trainee: ________________Date:

Name of Trainee: ________________Date:

Name of Trainee: ________________Date:

Name of Trainee: ________________Date:

Name of Trainee: ________________Date: