MODULE CONTENT

FOOD & BEVERAGE SERVICES

Quarter 1 : PREPARE THE DINING ROOM/RESTAURANT AREA

FOR SERVICE
Module Title : Preparing the dining room/restaurant area for service

Introduction:
This unit covers the knowledge and skills required in the preparation of the dining
room /restaurant area before the start of the service operations. Itinvolves opening
duties or the dining room mise-en-place prior to service. Thisunit includes the
knowledge and skills in Hotel and Restaurant Introduction, taking reservations,
preparing servicesstations, table setting, and setting the ambiance of
the foodservice facility.
NOMINAL DURATION : 8 weeks

LEARNING OUTCOMES:
At the end of this module you MUST be able to:

LO1 Food and Service Operations / Take table reservations

LO2 Prepare service stations and equipment
LO3 Set up tables in the dining area
LO4 Set the mood ambiance of the dining area
Learning Outcome 1:

Food and service operation

/
Take table reservations
 FOOD AND BEVERAGE SERVICES

➢ Food and Beverage Services can be broadly defined as the process of

preparing, presenting and serving of food and beverages to the customers.

➢ Food and Beverage Servers are customer service professionals that work for
restaurants, cocktail bars and other establishments. In addition to serving
food and drinks, Food and beverage Servers perform tasks, such as setting
up tables, removing used dishes and preparing simple dishes. They serve as
the main point of contact for customers.
➢ A Food and Beverage Server may work for a single establishment, or they
may work for third-party catering companies. A good portion of their income
in the United States usually comes from tips. The career is expected to grow
at 3 percent over the next ten years, which is less than average.

F&B Services can be of the following two types:

• On Premise − Food is delivered where it is prepared. The customer

visits the premise to avail the food service. The premises are kept
well-equipped and well-finished to attract customers to avail F&B
service.For example, restaurants, pubs, etc.

• Off Premise or Outdoor Catering − This kind of service includes

partial cooking, preparation, and service at customer’s premises. It is
provided away from the F&B Services provider’s base on the occasion
of major events which call for a large number of customers.
 Types of F&B Services Operations
➢ There are two broad types of F&B Services operations:

• Commercial − In this case, F&B Services is the primary business. The

most known commercial catering establishments are — hotels, all kinds of
restaurants, lounges, cafeterias, pubs, clubs, and bars

• Non-Commercial − Non-commercial operations are secondary businesses

in alliance with the main business. These F&B services mainly cater to their
consumers with limited choice of food and beverages. These establishments
often run under contracts. For example, food and beverage services provided
at hospitals, hostels, and prisons.

Food and Beverage Servicescome only after preparing what is to be

served. Most food and beverage service businesses operate in the following
cycle
Catering
➢ Catering is the business of providing foods and beverage service to the
people at a remote location. It is a part of food and beverage service sector.
For example, arranging food services at a wedding location.
QSR (Quick Service Restaurant)
➢ These are the fast food outlets called Quick Service Restaurants where the
food is prepared, purchased, and generally consumed quickly. They are run
with convenience as a main factor. Branded outlets such as McDonalds and
Nando’s are QSRs.

FSR (Full Service Restaurant)

➢ They are fine dining, family, specialty, ethnic or theme restaurants called
Full Service Restaurants where the food and beverage menu is wide and the
customer’s expectations are high. They are operated with customer
satisfaction and experience as the key factors.
 Self Check

Instruction: Expand your answer on the question below

1. What is your understanding in the word Food and Beverage Service?

2. What are the difference between On Premise and Off premise service
operation?

3. Name atleast five (5) QSR or Quick Service Restaurant that youcan find here
near in our city

4. What do you call to a person who are working in food industry like serving
people in terms of food?

5. Make a DRAFT abot your way of handling food following food and service
operations cycle.
 Restaurants

➢ A place where people pay to sit and eat meals that are cooked and served on
the premises.
➢ Is aplace where you can meet your need with a plate of food or a beverage in
a friendly atmosphere
➢ A business which prepares and serves food and drinks to customer in
exchange for money, either paid before the meal, after the meal or with an
open account.
➢ Meals are generally served and eaten on premise, but many restaurants also
offer take-out and food delivery service.
➢ In 1765 a Parisian soup-vendor name Boulanger (which confusingly means
Baker) put up a sign outside his shop in Latin, that read:
➢ “VENITE AD ME VOS QUI STOMACHO LABORATIS ET EGO RESTAURABO
VOS”which is translated as: “Come to me, all who labor in the stomach,
and I will restore you”.
➢ Comes from the French word “la restauration”meaning restoration.
➢ Often specialize in certain types of food or present a certain unifying and
often entertaining theme, for example: seafood restaurants, vegetarian
restaurant or ethnic restaurant.
 Classification of Restaurants
❑ Quick Service
➢ Also known as fast-food restaurants.
➢ They offer limited menus that are prepared quickly.
➢ They usually have drive-through windows and take-out.

❑ Mid Scale
➢ They offer full meals at a medium price that customers perceive as
“good value”.
➢ They can be of full service, buffets or limited service with customers
ordering at the counter and having their food brought to them or self-
service.

❑ Up Scale
➢ Offer high quality cuisine at a high end price.
➢ They offer full service and have a high quality of ambience.
 Food and Beverage Service Objectives
❖ The food and beverage service is looked as a means of achieving satisfaction
and making yourself feel comfortable in today’s world. The main objectives
of this service are −
• To satisfy the following needs −
o Physiological - The need to taste different varieties of food.
o Economical - The need to get F&B Services at the invested
cost.
o Social - The need to find friendly atmosphere.
o Psychological - The need to elevate self-esteem.

• To provide high quality food and beverages.

• To provide friendly and welcoming atmosphere.
• To provide professional, hygienic, and attentive service.
• To impart value for money.
• To retain the existing customers and to bring in new ones.

Food and Beverage Server Duties and Responsibilities

❖ In order to ensure satisfactory service for all patrons, a Food and Beverage
Server performs many different tasks. We analyzed job listings for Food and
Beverage Servers in order to identify these core duties and responsibilities.
Provide Customer Service

➢ The Food and Beverage Server is the face of the restaurant and has
considerable influence on its patrons’ experience.
➢ They must maintain a professional and friendly demeanor and offer timely
assistance to customers in order to ensure that their needs are met. If any
issues arise with throughout the customer’s dining experience, the Food and
Beverage Server is responsible for resolving it.

Take Orders

➢ Presenting menus, answering questions and offering suggestions, the Food

and Beverage Server will guide patrons through the restaurant offerings and
eventually take down their chosen orders.
➢ It is often the duty of the Food and Beverage Server to explain menu items,
assist patrons with special dietary needs and recommend menu items that
the restaurant would like to sell more of.
Serve Food and Beverages

➢ Responsible for bringing orders from the kitchen to customers, Food and
Beverage Servers must remember where to bring each order or maintain an
organized record of order to which he or she can refer.
➢ They are also responsible for keeping beverages filled, following up with
tables to see if their needs are still met and clearing plates as they’re
finished. Should an order be filled incorrectly, it is the Food and Beverage
Server’s duty to fix the order and bring out a new one.

Clean and Prepare Tables

➢ In order to ensure that tables are prepared for each party, the Food and
Beverage Server must clear tables of all plates, cups, and flatware after a
party leaves, wipe down tables and properly re-set them with clean
tableware. Depending on the establishment, the Food and Beverage Server
may be solely responsible for this, or he or she may have assistance from
hosting and bussing staff members.
➢ The Food and Beverage Server must ensure that the restaurant maintains
proper standards of cleanliness and sanitation.
Process Payments

➢ Food and Beverage Servers ensure that patrons receive their bills in a timely
manner and that all orders are properly listed and priced.
➢ They receive and process payments, operating the register, and return paid
checks and receipt to customer. They are responsible for resolving any
discrepancies in billing.
 Self Check
Instruction:Fill the blanks
Write your appropriate answer on the blank

___________________1.“la restauration”means?
___________________2.Is a place where you can meet your need with a plate of food
or a beverage in a friendly atmosphere
___________________3.The need to taste different varieties of food.
___________________4.Offer high quality cuisine at a high end price.
___________________5.The need to get F&B Services at the invested cost.
___________________6.They usually have drivethrough windows and take-out.
___________________7. Responsibility of a food server
___________________8.It is often the duty of the Food and Beverage Server to
explain menu items, recommend and assist patrons
___________________9.They can be of full service, buffets or limited service
___________________10.The need to elevate self-esteem.

Instruction: Explain briefly and precisely the following questions

1. In your own thought Explain the importance of Good Service

2. Give at least two responsibility of a food attendant and Explain each

precisely

➢
 Table Reservations

A table reservation is an arrangement made in advance to have a table available

at a restaurant. While most restaurants in the vast majority of the world do not
require a reservation, and some do not have a policy or simply any channel for
making one, so-called higher-end restaurants mainly in overcrowded cities often
require a reservation, and some may have tables booked for weeks in advance. At
particularly exclusive venues, it may be impossible to make a reservation on the
same day as the planned visit.
The modern reservation system evolved from the prior practice of arranging
catering at a restaurant.Today, at such venues, observes Joy Smith, author
of Kitchen Afloat: Galley Management and Meal Preparation (2002): "It's always
smart to inquire about a restaurant's reservation policy. Some will only reserve for
large parties of six or more".
In recent times, many restaurants have replaced the traditional pencil and
notebook with an online reservation system.
Reservations for later dining times may prove problematic, as a restaurant may
have a backlog which will require the reservation-holders to wait beyond their
stated arrival time. In addition, diners with a late reservation face a higher chance
that the restaurant will run out of necessary ingredients for a particularly popular
dish.
Most restaurants do not charge a customer who fails to honor their
reservations and courts have tended not to impose substantial penalties on
restaurants that fail to honor reservations.Nonetheless, it is generally
considered polite to call and cancel a reservation once it is known one will not use
it.
 Tips for Making Restaurant Reservations

1. Call at least a week in advance.

➢ Some popular places are booked even

earlier, sometimes as much as a month or two
before big events. Holidays may be booked a year
in advance.

2. You may want to call the day before to confirm your

reservation.

➢ This gives you a chance to ask questions, make

specific requests, and provide some peace of mind.

3. Show up at least five minutes before your reservation.

➢ If you think you might be running late, call the

restaurant and let them know. Many of them allow a short
window of time before giving your table to someone else.
4. Know the tipping policy

➢ If allowed, tip the host, hostess, or maître d.

5. Special request

➢ If you have special request (such as an

engagement ring delivered along with champagne),
make arrangements early and add more to the tip.

6. Don't make a habit of canceling reservations in restaurants.

➢ Many of them participate in one of the

databases that keep them apprised of people who
are chronic cancelers.

➢ If you need to cancel, do so as soon as you

know you won't be able to make the reservation.

7. Always be polite when you make your

reservation

➢ when you arrive at the restaurant, and

when you are seated.
➢ Thank each staff member who provides
service.
➢ Not only is this the right thing to do, but
they're also likely to remember you in a positive
light and will gladly welcome you next time you
choose to eat there.

Special Occasions

Certain times of the year, restaurants are more crowded, so you'll need to contact
them as early in the planning stages as possible to find out when is a good time to
make reservations. Holidays tend to be the busiest times for most of the nicer
restaurants.

When planning a group event, such as a birthday party, engagement announcement,

or promotion celebration, you'll have the best success if you do it during a slow time
for the restaurant. It may be a weeknight or the weekend after a holiday since the
ones leading up to that day are typically busier. Having flexibility gives you the
biggest advantage.

Types of Reservation
There are different types of reservations:

One-time reservation
A reservation with a specified start time and duration.

Recurring reservation
A reservation with a specified start time and duration that reoccurs for a
specified period of time.

Flexible reservation
A reservation with a specified duration that will start as soon as the
resources it requests become available. A flexible reservation cannot be
made to recur.

How to Book Restaurant Reservations

Method 1: Plan Ahead

If you want to take someone out on Valentine's Day, Mother's Day, Father's Day, New
Year's Eve, or any other special holiday, make reservations as far in advance as
possible to secure the time you want. Some restaurants will do their best to
accommodate a specific table or general location request. If the restaurant has a
breathtaking view, such as one overlooking the ocean, a lake, or the city, it helps to
be flexible with dates and times.

1. Pick the restaurant.

Before you make reservations it's best to decide on what restaurant you'd
like to go to. Not every restaurant is willing to take reservations, even if they
are consistently busy. For example, some smaller or newer restaurants may
not have enough clientele yet to set up a system for reservations. So it's
important to know a restaurant's policy before you try to book a table.

2. Decide how many people are in your party.

Once you've chosen a restaurant, figure out how many people are going to go
to dinner with you. Depending on the size of your party, your wait time may
vary. For example, if there are only two of you, you are more likely to have
an easier time getting a table. On the other hand, if you are trying to book a
table for a party of 10, it's going to be much more difficult. The number of
people in your party may also affect how far ahead you need to book your
reservation
• If you are unsure whether or not a person will be able to make it, book a
table including them anyways. It's easier to have an empty seat rather
than trying to add a chair to a table in a crowded restaurant.

3. Set a date and time.

Depending on the day of the week, there may be more openings than others.
For example, reserving a table on a weekday is easier than trying to book a
table over the weekend. Similarly, setting a reservation for “off-hours” rather
than the regular “prime time” hours for breakfast, lunch, or dinner will make
getting a reservation easier.

• You should always have a backup date and time in case there is no
availability at the original time you chose.

Method 2: Calling for Reservations

1. Call as far ahead of time as possible.

In many cases, you will be able to make a dinner reservation early in the
same day. However, if you are planning the dinner ahead of time, call earlier.
Most restaurants will accept reservations a few days in advance, and
exclusive fine dining venues will often accept (or even require) reservations
weeks or months in advance.

2. Be as courteous as possible when booking a reservation.

If you are attempting to book a tough reservation, remember that your
attitude on the phone will go a long way. Be confident but polite; avoid giving
the impression that you feel entitled to a reservation. However, remember
that even Michelin-starred restaurants are not in the business of turning
away customers. If the host replies that the restaurant has no availability,
explain your situation and ask politely if there is any way you can be
accommodated in the future.
• When calling say, "Hi, I'd like to place a reservation for this coming Saturday
at 5." The host will then likely ask how many people are in your party and
tell you if that time and date is available. If it's not available, try asking "Is
there a table available for an earlier/later time?" If the answer is still no,
ask if they can give you their earliest availability and go from there.

3. Call to confirm your reservation.

If you book your table a week or more in advance, it's sometimes good
to call the day of your reservation just to double-check that you still have it.
You should do this as early in the day as you can in case there is a problem.
This will allow you to make other plans if you need to, or give you time to
work out the problem with the restaurant.

4. Call ahead or cancel if you are running late.

 Once you've secured your reservation, call ahead and apologize
if it looks like you'll be up to 20 minutes late. If you are running much
later than that, consider canceling and rescheduling your dinner.
Remember that reservations are made for a reason - to make sure as
many guests as possible are served on each night. If you are late it
affects other guests' reservations.

5. Try to arrive 10-15 minutes before your reservation time.

This way you can let the hostess know you've arrived and ensure that your
table won't be given to someone else. Many restaurants will have a bar or
waiting area that you can sit in and get drinks. However, remember to re-
approach the hostess when the time for your reservation comes up so you
aren't passed over.

Method 3: Booking Reservations Online

1. Try the restaurant's website.

Many restaurants allow you to book a reservation directly on their
website. When doing this, you may also be able to see a list of all
available dates and times for either the upcoming week or month. The
restaurant is likely to require you to create a login or provide an email
address or phone number so they can confirm your reservations.
However, they should not text or email you anything else outside of
updates on your reservation.

2. Use an online booking site or mobile application.

If you are unable to book a reservation directly on the restaurant's
website, you can try an online booking site like OpenTable or
Reservation Genie. These sites will allow you to search restaurants
based on your preference of time, date, cuisine, and price range.
There are also applications you can put on your phone like NoWait,
which allows you to put your name in before heading to the
restaurant. An app like this is great for last minute reservations.

3. Check your email and phone regularly.

Once you've made your reservations online, you should receive a
confirmation either by email or via text. Some of these sites or
restaurants may require you to click a link or a button to confirm
your reservation. You may also be sent a link to cancel or change your
reservation if you need to.
• Many of these online booking sites also offer coupons or have
membership rewards programs through which you can
accumulate perks.
• If you can't cancel online, you may have to call the restaurant
directly.
 Reservation Process and Procedure

Reservation is a complete process of booking that is conducted by to parties i.e. one

guest or customer and next one is hotel reservation section.
The procedure of reservation are:

A) Enquiry for reservations:

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

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

1.) Name of the guest

2.) Date of arrival
3.) Date of departure
4.) Desired room type
5.) Desired room rate
6.) Required number of rooms
7.) Desired room plan
8.) Number of pare.
9.) Contact address and number (details)
10.) Special recommendation

B) Determining the room availability:

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

C) Excepting or dying the request:

Now after check in the room availability in hotel we are able to expect or deny the
reservation request. Expecting can be done if the request is fully validated by the
availability formats and system, where as vice versa can be conducted for denying.
Exceptional: In few cases reservation personnel an up sale another room of same
criteria or higher by conveying or motivate the customer or guest.
D) Documenting the reservation details:
After accepting or denying reservation next process is documentation.
Documentation is conducted by reservation staff by completing undone part of
reservation form with the necessary details of guest who is about to stay.

E) Confirming the reservation request:

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

F) Maintaining the reservation record:

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

a) Documenting the original reservation:In this process we file and record the
original reservation details and if we are working in a computerized system we will
be recording a printed form of reservation done. The documentation are done in a
basis of date of arrival and afterward in assurance to the surname of guest.
b) Modification of reservation: The next step in processing is changing of the
details that are recorded in reservation form. In this case, we need to attach the
different ammessdement/ correction form or slip with the original one.

G) Compiling the reservation report:

Now after completion of reservation record we need to prepare the report of
reservation dept. on either basis of date, week, month or year.

ELEMENTS OF RESERVATION SYSTEM

1. Internet bookings
➢ People are making reservations by themselves.
➢ They may even use a third party or CRS.
2. Central reservation system (CRS)
➢ Is when a central register controls and maintains reservations for
several venues in one location.
3. Third party reservations
➢ Require you to use an outside reservations company to make a
booking.
4. Mail
➢ This is almost extinct from for making a reservation In some countries
today
5. E-mail
➢ Finding the web address of an establishment and contacting them
directly.
6. Facsimile (fax)
➢ This is another form of communication that is being replaced by
technology.
7. Same chain referrals
➢ Hotel chains use this system e.g. Malaysian Hilton can book rooms for
Singapore Hilton

DETAILS OF RESERVATION
❖ Arrival Date
➢ This field is usually compulsory. In some countries the day comes
first while in others the month is first. The date could be recorded in a
number of ways: 24th August 2020, August 24th 2020, 24/08/2020,
24/08/20, 24/04/2020 or 08/24/20.
❖ Name of the Guest
➢ In most cases the Surname or Family name will be. Try to make sure
the spelling of the name is correct
❖ Number of Guest (Adults and Children)
➢ Is usually required for reservations.
❖ Address
➢ Record the address given by the guest.
 ➢ Usually this will be home address of the guest however; sometimes it
might be a company or travel agent address.
❖ Contact details
➢ It is essential that you record some form of contact with the guest.
❖ Passport number, date and place of issue
➢ International visitors may be asked for a passport number in some
countries.
❖ Method of payment
➢ It is essential to record the guests preferred method of payment such
as credit card, company charge (approval required) or voucher
number.
❖ Confirmation number
➢ Many systems will automatically generate a confirmation number
when you make a reservation.
❖ Date and Taken by
➢ This information is required for internal use.
➢ The date of reservation was taken and the name of the staff member
who took the reservation.

PROCEDURE OF TABLE RESERVATIONS FOR RESTAURANTS

ANSWERING THE TELEPHONE:

✓ Greet the guest or the caller as per time of the day:
✓ Good(morning/afternoon/noon/evening). (name of restaurant) this is (your
name) Speaking. How may I help you?

ACKNOWLEDGING A RESERVATION REQUEST:

✓ Certainly Mrs. DelaCerna, (use name if whenever known)
✓ Yes of course sir or madam, (use name if known)

TAKING THE RESERVATION DETAILS:

Standard questions
❖ May I have your name, please?
❖ When would you like book your table?
❖ A table for how many guests?
❖ Where would you like to sit?
❖ Do you prefer a smoking area? (only applicable if your restaurant has
separate smoking area / zone)

When you check the reservations book

❖ Please excuse me, (name)while I check the reservations.
 ❖ Please allow me to put your call on hold, while I check the availability.
❖ Just a moment, please (name), while I see what we have available.

Returning to the caller

❖ I’m sorry to keep you waiting, Sir/Ma’am (name)
❖ Sorry to keep you on hold, (guest name)
❖ May I have your (mobile number). Please?

Confirming the details

❖ May I please repeat the table reservation details (Sir/Ma’am), a table for
(4)(this morning / on Monday, 24 August at 9:00 a.m) In the name of
(Mrs. DelaCerna). And your telephone number is (082-3456). Is that details
correct (Sir/Ma’am)?

Saying goodbye
❖ Thank you very much for calling, Mrs. DelaCerna. We look forward to
seeing you then. Have a Good Day ahead.

Other important to know during table reservations:

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

❖ I’m afraid we don’t have a table at that time, would (10am) be suitable?
❖ I’m afraid we don’t have a table available there at that time. But there is a
table available (say where) then. Would that be suitable?
Offering an alternative:
❖ May I help you to reserve a table at another of your restaurants
instead?
❖ Perhaps you’d like to hear (breakfast) in the (name of restaurant), where
there will be a buffet this afternoon.

PROCESS FOR RECONFIRMING A RESTAURANT TABLE RESERVATION

REQUEST:
Standard reconfirmation:
❖ Good Morning, Mrs. DelaCerna. This is (Your Name) from the (Name of
Hotel/Restaurant). Speaking.
❖ I would like to reconfirm your reservation for a table for 4 this morning at
9:00 am
 ❖ Thank you very much for making the reservation and we look forward to
being of service to you and your (guest) this evening.

Reconfirmation of a table reservation with a special request:

❖ Good Morning, Mrs. DelaCerna. This is (Your Name) from the (Name of
Hotel/Restaurant). Speaking.
❖ I would like to reconfirm your reservation for a table for 4 this morning at
9:00 am.
❖ A birthday cake with the wording “Happy Birthday Amy” has been
arranged for tonight.
❖ Should you have any other request, please let us know.
❖ Thank you very much for making the reservation and we look forward to
being of service to you and your (guest) this evening.
 ACTIVITY: ROLE PLAYING
Instruction:

1. As a food attendant make your own script and play about taking reservation
in a restaurant, make a scene from answering a telephone calls down to
saying goodbye

2. In a play, Show the difference of Online Booking System and Actual Booking
System

3. Make a complete report that shows the complete details of reservation