11

FOOD AND BEVERAGE SERVICES

Quarter 1
Prepare the Dining Area for Service
(Reservation Process)
TLE_HEFBS9- 12AS-Ia-b-1
Food and Beverage Services – Grade 11
Quarter 1 – Module 1:
Prepare the Dining Room/Restaurant Areas for Service
(Reservation Process)

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The publisher and authors do not represent nor claim ownership over them.

Published by the Department of Education - Region III

Secretary : Leonor M Briones
Undersecretary : Analyn M. Sevilla
Assistant Secretary : Alberto T. Escobarte

Development Team of the Module

Author : Rosario Jesylyn B. Lopez
Editor : Dr. Jesie L. Borja
Co-Editor : Elaine D.J. Dela Cruz
Reviewer : Raqel S. Domingo
Almina P. Ramos
Isagani Aguinaldo
Illustrator : Rosario Jesylyn B. Lopez Layout
Artist : Rosario Jesylyn B. Lopez
Management Team
Gregorio C. Quinto, Jr., EdD
Chief, Curriculum Implementation Division
Rainelda M. Blanco, PhD
Education Program Supervisor - LRMDS
Agnes R. Bernardo, PhD
EPS-Division ADM Coordinator
Joel I. Vasallo, PhD
EPS – EPP/TLE/TVE/TVL
Glenda S. Constantino
Project Development Officer II
Joannarie C. Gracia
Librarian II

Department of Education, Schools Division of Bulacan

Curriculum Implementation Division
Learning Resource Management and Development System (LRMDS)
Capitol Compound, Guinhawa St., City of Malolos, Bulacan
 11

Quarter 1
Prepare the Dining Room /Restaurant
Area for Service
( Reservation Process)
TLE_HEFBS9- 12AS-Ia-b-1
 Introductory Message

For the facilitator:

Welcome to the Food and Beverage Services 11 Supplementary Learning Resource on
Prepare the Dining Room/Restaurant Area for Service ( Reservation Process).
This module was collaboratively designed, developed and reviewed by educators from public
institutions to assist y ou, the teacher or facilitator, in helping the learners meet the standards
set by the K to 12 Curriculum while overcoming their personal, social, and economic
constraints in schooling.
This learning resource hopes to engage the learners into guided and in dependent learning
activities at their own pace and time. Furthermore, this also aims to help learners acquire the
needed 21st century skills while taking into consideration their needs and circumstances.
In addition to the material in the main text, you will also see this box in the body of the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator, you are expected to orient the learners on how to use this module. You also
need to keep track of the learners’ progress while allowing them to manage their own learning.
Furthermore, you are expected to encourage and assist the learners as they do the tasks
included in the module.

For the learner:

Welcome to the Food and Beverage Services 11 Supplementary Learning Resource on

Prepare the Dining Room/Restaurant Area for Service ( Prepare Service station and
equipment).
This module was designed to provide you with fun and meaningful opportunities for guided
and independent learning at your own pace and time. You will be enabled to process the
contents of the learning resource while being an active learner.
This module has the following parts and corresponding icons:

This will give you an idea of the skills or competencies

What I Need to Know you are expected to learn in the module.
This part includes an activity that aims to check what
you already know about the lesson to take. If you get
What I Know all the answers correct (100%), you may decide to
skip this module

1
 This is a brief drill or review to help you link the current
What’s In lesson with the previous one.

In this portion, the new lesson will be introduced to you

What’s New in various ways; a story, a song, a poem, a problem
opener, an activity or a situation.

This section provides a brief discussion of the lesson.

What is It This aims to help you discover and understand new?
concepts and skills.
This comprises activities for independent practice to
What’s More solidify your understanding and skills of the topic. You
may check the answers to the exercises using the
Answer Key at the end of the module.
This includes questions or blank sentence/paragraph
What I Have Learned to be filled in to process what you learned from the
lesson.

This section provides an activity which will help you

What I Can Do transfer your new knowledge or skill into real life
situations or concerns.

Assessment. This is a task which aims to evaluate your level of

mastery in achieving the learning competency

Additional Activities In this portion, another activity will be given to you to

enrich your knowledge or skill of the lesson learned

Answer Key This contains answers to all activities in the module.

At the end of this module you will also find:

References This is a list of all sources used in developing this module.
The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any part of the module.
Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other activities included
in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through with it.

If you encounter any difficulty in answering the tasks in this module, do not hesitate to consult
your teacher or facilitator. Always bear in mind that you are not alone.

We hope that through this material, you will experience meaningful learning and gain deep
understanding of the relevant competencies. You can do it!
2
 What I Need to Know

This module provides varied activities that will help you learn how to prepare the
dining room and restaurant area. It will also help you understand the reservation process.
At the end of this module, you are expected to:

• identify the different food service system;

• distinguish the different types of reservation; and
• explain tips in taking table reservations.

What I Know
Directions: Encircle the letter of the correct answer.
1. This is the most common food service system and usually used in school canteens.
a. Conventional food service c. Ready food service system
system d. Common food service
b. Centralized food service system
system
2. The type of reservation wherein guest call in advance to place their name on the
waiting list.
a. Pagers c. Call – ahead list
b. Waiting List d. On line reservation

3. This kind of reservation used an electronic device to que the guest.

a. Waiting List c. Call – ahead list
b. Pagers d. On line reservation

4. This type of reservation is the most common where customers stay inside the
restaurant and wait for their names to be called.
a. On line reservation c. Call – ahead list
b. Pagers d. Waiting List

5. What do you call if the guest who reserved doesn’t show up?
a. Absent Customer c. Entitled Customer
b. Excuse Customer d. Special Customer

6. This reservation system makes use of internet, guest keyed in necessary information
needed for a reservation.
a. Online reservation system c. Electronic reservation system
b. Manual reservation system d. None of the above

3
7. This kind of reservation depends on the person designated, it’s either the host or
hostess who will answer all the details of the reservation.
a. Manual reservation system d. Electronic reservation
b. Online reservation system system
c. Manual reservation system

8. What necessary information is needed when taking a message?

a. Name of the caller, date of c. Name and date of the
booking, number of guests booking.
etc. d. Name of the caller only
b. Date of the booking only.

9. Which among the following statement do you think is the correct way of taking table
reservation?
a. Note down order details on a c. Smile even though you are
notepad. on the telephone.
b. Repeat the order to the
d. I don't know where he is or
customer and take
when he'll be back.
confirmation.

10. How do you respond to a reservation?

a. Ask date and time of c. Answer in a rude manner.
reservation. d. Be polite and courteous and
b. Connect their call to another note down all the details of
employee. their reservation.

11. What is the correct way of taking table reservation? :

a. Note down all the necessary c. Answer the inquiries clearly.
information. d. All of the above statement.
b. Confirm the reservation
before the arrival of the
guest.

12. This is an advanced bookings made by the guest ,

a. Reservation c. Call Ahead
b. Order d. Booking

13. Which is an advantage of taking table reservation?

a. Planning ahead c. Higher checks
b. Fairness d. All of the above

14. Airline industry used this type of reservation system.

a. Centralized food service c. Ready food service system
system d. Common food service
b. Conventional food service system
system

4
15. This food service system prepared on the premises but refrigerated and reheat then
served to the customers.
a. Conventional food service c. Common food service
system system
b. Centralized food service d. Ready- prepared food
system service system

What’s In
It is important to know the SOPs in Food and beverage establishments. We
always heard the acronym SOP, but do we know the meaning of this? SOP is often
referred as Standard Operating Procedures. It is a systematic procedure every
employee in a restaurant follows that will make the tasks efficient, ensure the
performance of duties to be consistent and avoid errors.

Let us identify if the following statements are the SOP’s of a Food and
Beverage establishments.

Directions: Put a checkmark (✓) if the statement is a (SOP) of a food beverage

establishment, if not leave it blank.

_________1. Check the linen. Replace if required.

_________2. Make sure the guest is seated comfortably.
_________3. Keep the voice speech loud.
_________4. Inform the guest about expected time of order arrival.
_________5. Neatly folded linen napkin on the top of the dinner plate.

You are correct if you put a checkmark in number 1, 2, 4 and 5. The following
statements are SOP’s of a food and beverage establishment. This explains that it is
important to value your guest and knowing the correct table layout used for dining.
Guest should experience the best customer service.

On the other hand, Item 3 “Keep the voice loud “stated a negative meaning.
When conversing with the guest, you need to keep your voice clear and audible.

There are several ways on how to take reservations over telephone, an

operator should know the appropriate statement used for taking table reservation. Let
us try to answer the next activity.

5
 What’s New
Directions: Complete the crossword puzzle below.

Notes to the Teacher

The activities in this module are arranged from simple to complex to help the learner
gradually master the desired learning competency. Give him/her the needed support and
guidance so that he/she will be able to perform the tasks to prepare him/her later on in
preparing dining room /restaurant area for service such as the reservation process.

What is It
One must know what kind of food service system their establishment is using. This
control costs, keep customer happy and to ensure smooth operation of the establishments
Knowing the different system will help in creating options and accomplish specific objective for
food service.

6
 Food service system

1. Conventional Food service system

This is the most common of all systems in food service. In this kind of system,
ingredients, food/dish are assembled and produced onsite. This is usually used in
cafeterias, restaurants, small hospitals and school canteens.

CONVENTIONAL
FOOD SERVICE

FOOD
PRODUCTION

HOLD HOLD
HEATED CHILLED

SERVE TO
CUSTOMERS

2. Centralized (Commissary) Food service system

It is also known as central kitchen or food factory. Food is prepared in one
place the transported to satellite kitchens. Airline industry used centralized
foodservice system.

CENTRALIZED FOOD SERVICE

SYSTEM

FOOD PRODUCTION

HOLD HOLD HOLD

HEATED HEATED HEATED

RECEIVIN RECEIVIN RECEIVIN RECEIVIN RECEIVIN

G G G
KITCHEN G
KITCHEN G
KITCHEN
KITCHEN KITCHEN

SERVE TO SERVE TO SERVE TO SERVE TO SERVE TO

CUSTOMERS CUSTOMERS CUSTOMERS CUSTOMERS CUSTOMER
S

7
3. Ready -Prepared Food service System
The foods are produced onsite, usually frozen or chilled then reheated and
served to the customers on site. It is usually used by hospitals and prisons.

READY-PREPARED
FOODSERVICE SYSTEM

FOOD PRODUCTION

STORE HOLD
FROZEN CHILLED

HEAT

SERVE TO CUSTOMERS

4. Assembly -Serve Foodservice System

Food are purchased then stored either chilled or frozen for later use, then it
will be portioned, reheated and served to the customers. It is usually used in-flight
caterers.

SERVE ASSEMBLY
-
FOOD SERVICE

HOLD HOLD
HEATED HEATED

PORTION

HEAT

SERVE TO
CUSTOMERS

8
 Reservation

It is defined as an arrangement to have something (room, table or seat) held for your
use at a later time.
In order for restaurant owners to keep organized, maximize table turnover, and
reduce waiting time for customers, it’s important that they develop and maintain a reliable
and efficient restaurant reservation system.

Types of Restaurant Reservation

There are two types of table reservations, we have the manual reservation and the online
reservations:

a. Manual Reservation System

It depends on the person

designated, it’s either the host or
hostess who will answer all the
details of the reservation.

b. Online Reservation System

This reservation system makes use

of internet, guest keyed in
necessary information needed for a
reservation.

Today, a growing trend in reserving in a restaurant is Call Ahead Seating wherein

the guest calls when they are on their way and sets a specific time when they will arrive.

9
How to Take Table Reservation
In taking Table Reservation, make sure to know the answers to the questions which
are most likely to be asked. The following are the tips and possible questions in taking
reservations.

• Answer Inquiries promptly, clearly, and as accurate

as possible.
• Take note of specials, and changes in the menu and
make sure to inform guest about it.
• Gather all pertinent information on the reservation
from the guest politely and efficiently.
• Accurately record reservation data on forms based
on establishments standards
• Repeat the details of the reservations with the
customer.
• Confirm customer reservations prior to their arrival
• Impart additional information to the guest such as
parking conditions and directions to the
establishment
• Always be calm and polite when speaking to guest
• Avoid double booking

10
Possible questions of customers when taking table
reservations

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do-in-a-restaurant-dining-tips-from-
dine&psig=AOvVaw2oPxdPMNaFRtICsgE00_BE&ust=1594341109013000&source=images&cd=vfe&ved=0CAIQjRxqFwoTCNDuZX4v
uoCFQAAAAAdAAAAABAD
11
 Reservation Sheet sample

Establishment Name and Logo

RESERVATION FORM

VOICE FAX INTERNET EMAIL WALK IN

CP AP MAP EP

Reservation Taken by Keyed in the PMS by Guest Service Accounts Department

Arrival Date/Time :_______________________________

Name :_______________________________
Booked by :_______________________________
Mobile :_______________________________
Email :_______________________________

Type of Car :_______________________________

Remark :_______________________________
Company Name :_______________________________ Special Applicable YES/NO
Company Address :_______________________________
Booker :_______________________________
Base Rate :_______________________________
Deposit :_______________________________
Total :_______________________________

Billing Instructions:
___________________________________________________________________________________________
___________________________________________________________________________________________

Remarks :

___________________________________________________________________________________________
___________________________________________________________________________________________

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 The Advantages and Disadvantages of
Taking Reservations

ADVANTAGES

Special Occasions

Taking reservation on these occasions will yield profit

and an opportunity for the restaurants to advertise and
also for customer satisfaction.

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out&psig=AOvVaw33wR0LI07dWt7pFRkYQFIh&ust=1594357347949000&source=images&cd=vfe&ved=0CAIQjRxqFwoTCLiC0uqzv-oCFQAAAAAdAAAAABAD

Fairness

Some restaurants decide in first come first served basis,

however you need to wait extremely long in places like
this. This is why accepting reservation is easier to
accept/prioritize rather than walk-in.

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Planning Ahead

The restaurant will have enough time to

prepare for the said date and adjust the
layout suited for the said reservation.

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13
DISADVANTAGES

Absent Customer

If the guest who reserved doesn’t show up,

sales suffer. The reservation made forces the
restaurant to turn away income generating
customers for the scheduled date and time

Higher Checks

Guest who had a reservation sometimes carry large party

or had a special occasion to celebrate.

Changes in the party numbers

In most cases reservation is changes without prior

notice, as a result restaurant need to make adjustment
on the table setting.

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%20clipart&hl=en&client=safari&ved=2ahUKEwj6ldnP6b_qAhULvZQKHQ5KDn4QMygWegUIARDEAQ

14
Alternatives to Reservations
In some restaurant who cannot accommodate a large number of guest, the following are the
alternatives/options that can be considered:

The Waiting List

Guests stay inside the restaurant, give their

names and wait for their names to be called.

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The call-ahead list

The guests call ahead to place their name on the waiting

list and then the restaurant staff will call them to inform
them the next available table.

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&hl=en&client=safari&ved=0CCgQMyh7ahcKEwjw96qc87_qAhUAAAAAHQAAAAAQAg

Pagers

Many restaurants used this electronic pagers in calling out

the guest. The devices vibrate and flash as a que when
guest tables are available.

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en&client=safari&ved=2ahUKEwj7tPCq87_qAhUdI6YKHbTKAbEQMygNegUIARDWAQ .

15
It is important for us to learn the correct ways in taking table reservations, these will make the
reservation process organized and efficient. Also, knowing the advantage and disadvantage of
taking table reservations will help restaurant improve staffing and manage cost effectively.
Most importantly, they will be able to deliver excellent customer service.

What’s More

Independent Activity 1

Directions: On the blank before the number, write F if the statement is an example of food
service system and P if it is not.

1. Conventional food service system is the most common of all systems.

2. In assembly-serve food service, foods are reheated then served.
3. The production can be scheduled anytime in ready-prepared foodservice.
4. Assembly-serve food service system is usually used by in-flight caterers.
5. Airline industry used centralized food service system.

Independent Assessment 1
Complete It!

Directions: Supply the word to complete the sentence about the different food service
system.

1. Conventional food service system ingredients , food/dish are _______ and produced

onsite.

2. This system is usually used in cafeterias, restaurants, ________ and school canteens.

3. Centralized Food service system is also known as _________ kitchen or food factory.

4. _________ is prepared in one place the transported to satellite kitchens.

5. Ready -prepared food service system is usually used by hospitals and ________.

16
Independent Activity 2
True or False

Directions: Determine whether each statement is correct. Write TRUE if the statement is
correct, and FALSE it is incorrect.

_________1. Reservations are advances table bookings made at a specific time.

_________2. Advantage of reservations is you know exactly how many guest will arrive.
_________3. Overbooking is taking more reservations than the number of tables and
seats available.
_________4. Every food service establishment accepts reservations.
_________5. Reservations can limit the number of walk-ins to the restaurant.

Independent Assessment 2

Directions: Identify whether the statement advantage or disadvantage of table reservation.

Encircle letter A for advantage and P for disadvantage.

1. Taking reservations during special occasions will yield profit. A D

2. If the reserved guest doesn’t show up A D

3. Paper and book reservation can lead to overbooking. A D

4. Guest who did not cancel will lead to overstaffing. A D
5. Reservation carry large party and will create large profit. A D

6. Restaurant will have time to prepare for the said reservation. A D

7. Reservation changes without prior notice. A D
8. Online reservation system offers flexibility where it will be available 24/7. A D

9. Reservation will guarantee the guest will receive his table he planned. A D

17
Independent Activity 3

Directions: Identify whether the statement will be observed in a table reservation

process. Put a checkmark (✓) before the number if the statement shall be
included; if not, leave it blank.

1. The phone should be answered promptly and with proper greetings.

2. Inquiries are properly answered with clarity.

3. Reservation data are not promptly recorded.

4. Details of the reservations are confirmed with the party making reservation.

5. Information of food service is provided when necessary.

Independent Assessment 3

Directions: Arrange the following in its correct order. Write numbers 1-5 before each
number.

1. Great the caller courteously.

2. Answer the phone immediately.

3. Confirm the details by repeating all the necessary information’s.

4. Be courteous in closing the conversation.

5. State the name of the establishment clearly.

18
 Having gone through different activities, do you realize now the importance knowing
the process of table reservation and the alternatives to reservation .Write your realization
below?

I realized that...

19
 What I Can Do

What if you are the one who encounter the following scenario? Think and write down
possible solution that will make your guest experience excellent customer satisfaction. Write
at least 2 – 3 sentences in each item.

1. The restaurant can only accommodate one party each night but instead of one party
reservation you fit two.
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________

2. When the guest arrived earlier than the expected time and the table is not yet ready.

____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________

3. When you gave away the guest reserved table, and no available left.
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________

20
 Assessment
Direction: Trace the missing words that will complete the statement.

1. ____________ ahead
2. ____________customers
3. Special _______________
4. Higher _______________
5. The restaurant exhibit ______which is first come, first
served basis.

L T F A I R N E S S
C P U Q B E A S F T
H B L B M S O O U A
E C V A K P E I Y T
C R E W N W Q N A S
K Z X C V N B B T U
S O C C A S I O N S
H J G F K L L N I O
N V M E B E E D G F
K K J S G G F D S A

21
 Additional Activity
In order to create a simulation of table reservation process, you will make your own script.
Ask your classmate or a family member to play a guest, ask the pertinent questions needed in
table reservation. Then, let them write their comments and suggestions.

*Note: You need to write at least five sentences.

Comments / Suggestions

22
 23
WHAT I KNOW Independent activity 3
1. A Independent assessment 1 1. ✓
2. B 1. assembled
2. ✓
2. small hospitals
3. B 3.
3. central
4. D
4. ✓
4. food
5. A
5. ✓
5. prisons
6. A
Independent activity 2 Independent assessment 3
7. A
1. TRUE 1. 2
8. A
2. TRUE 2. 1
9. A
3. TRUE 3. 4
10. D
4. FALSE 4. 5
11. D
5. TRUE 5. 3
12. A
Independent assessment 2
13. D
1. A
14. A
2. D WHAT I HAVE LEARNED
15. D
(Answers may vary)
WHAT’S IN
3. D WHAT I CAN DO
4. D (Answers may vary)
1. ✓
ASSESSMENT
2. ✓ 5. A
3. 6. A
4. ✓
7. D
5. ✓
8. A
WHAT’S NEW
9. A
10. A
WHAT’S MORE
Independent activity 1
1. F
2. P
3. F
4. F
5. F
 References

Arcos,C.M., Yu,E.V., & Flores, J.M. (2017) Food and beverage services (1st ed.).
Deped.

“Table Reservation.” Wikipedia Wikimedia Foundation, 11July,2020

https://en.wikipedia.org/wiki/Table_reservation

“Restaurant Reservation system.” Webstaurantstore,11 July,2020

https://www.webstaurantstore.com/article/123/restaurant-
reservationssystem.html

“ The Pros and cons of Taking Restaurant Reservations.” the balance smb, 12 July,
2020 “https://www.thebalancesmb.com/should-you-take-
restaurantreservations-2888627

“ Tips for dealing with table reservation problems in restaurants.”SETUPMYHOTEL,

13July,2020”https://setupmyhotel.com/train-my-hotel-staff/f-and-b/355-
tableresv-issues.html

“Online reservation system.”13July,2020

https://restaurantden.com/onlinereservation-system/

24
 For inquiries or feedback, please write or call:

Department of Education, Schools Division of Bulacan

Curriculum Implementation Division
Learning Resource Management and Development System (LRMDS)
Capitol Compound, Guinhawa St., City of Malolos, Bulacan
Email address: lrmdsbulacan@deped.gov.ph