LESSON 1: FBS: Take Table Reservations

What I Need to Know

This module contains the lesson on the different preparations done in

dining rooms and restaurant area prior to the actual service. It starts from taking
table reservations up to the physical set up of the dining area and service stations.
This will set the mood and ambience of the restaurant as well as ensure that the
actual service will go smoothly. It also helps the learners to understand what
transpires before the actual restaurant service. Teaches them to value the need to

learn different skills in preparing the dining room area.

This module is about Take Table Reservation.

Read t What I Know
Pre-Test:
What I Know
Instructions. The following test items carefully and choose the correct answer from the
given choices. Write the letter of your answer in your notebook.

1. An arrangement made in advance to have table at a restaurant.

A. Table setting
B. Table reservation
C. Table set up
D. Fast food
2. A reservation system that depend on the person designated, usually a host or
hostess, to answer the phone, record the details of the said reservation and taking
their credit card information as guarantee.
A. Online Reservation System
B. Manual Reservation System
C. Reservation system
D. Reservation
3. The following are the telephone etiquette except one; A. Always identify yourself at
the beginning of all calls.
B. Be sensitive to the tone of your voice.
C. Allow interruptions to occur during conversation.
D. Always speak into the telephone receiver with an even and low tone of
voice.
4. Make sure that the caller is pleased with result and that everything you promised was
deliver.
A. Follow up the call.
B. Thank the Caller.
C. Ask questions about anything.
D. Answer the call enthusiastic and professional greetings.

5. Which material should be utilized by a reservation officer to know the products

information offered when initiating the manual reservations?
A. Manual charts
B. Calendars
C. Diary
D. Brochures

6. This service system is the most common of all the systems in the food service.

A. Conventional Food Service System

B. Centralized (Commissary) Foodservice System
C. Ready –Prepared Food Service System
D. Assembly- Serve Foodservice System

7. The food is produced onsite, it is usually chilled or frozen then reheated and served
to customers on site and readily available to the customers. It is usually used by
hospitals and prisons.
A. Ready –Prepared Food Service System
B. Conventional Foodservice System
C. Assembly- Serve Foodservice System
D. Centralized (Commissary) Foodservice System

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8. Which of the following sequence is correct for table skirting?
A. Decide on what design you are going to do that fits the occasion.
B. Fold the skirting cloth to the center to get the middle.
C. Measure equal distances for folds and pin down making sure that the skirting
is securely fastened on the tablecloth.
D. Skirt the table using and combination of pleats.
E. Lay the top cloth and fastened with thumbtacks at the edge of the table. F.
Pull the cloth adequately to straighten and smoothen the surface tacking it
firmly on the table.

G. Get the center front of the table.

H. Start fastening the cloth push a pin down to secure it on the edge of the
table.

I. Prepare the needed materials. A. A-C-B-E-F-G-D-H-I

B. A-I-G-F-E-B-H-C-D
C. I-A-E-F-G-B-H-C-D
D. I-A-F-E-G-H-B-D-C

9. What is the purpose of checking the contrast as well as the colour between table
appointment and centrepiece? To

A. achieve balance coordination between table appointments.

B. harmonize the table setting.
C. achieve proper distance between each table appointments.
D . signify the mode and motif of the occasion.

10. Which of the following is considered to be the primary importance of

proper table setting?

A. It affects the mood of the meal and the diner’s enjoyment which can even affect their
digestion.

B. It saves space on the table and make the serving more efficient .
C. It serves as a guide for the server to identify the next course.
D. It makes the guest feel extra special and it promotes table etiquette.

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11. What table napkin fold will be created based from the given procedure below.
1. Lay the napkin face-down in front of you.
2. Fold the napkin in half to from a triangle with the open ends point away from
you.

3. Fold the right-corner up so that the point rests directly on top of the middle-
corner. The edge of this new flap should lay on the centre line of the napkin.

4. Repeat step four on the other side, bringing the left-most corner up to
meet the middle-corner, creating a diamond shape.

5. Flip the napkin over.

6. Fold the bottom of the napkin up about 2/4's of the way and press this fold
down well.

7. Curl the left and right sides of the napkin up so they meet in the middle and
tuck one into the other.

A. Banana
B. Birds of Paradise
C. Crown
D. Bishops Hat

12. Which should be considered first in choosing the style of table skirt?
A. Where you intend to display it and how often you will be using the table skirt.
B. The color, theme or motif of the dining area.
C. The occasion, time and resources.
D. Number of guest and manpower available
13. What is the immediate conscious effect for the guests when entering the
restaurant?
A. Ambience
B. Views
C. Music
D. Décor
14. This refers to the design of the restaurant, including the placement of tables, the
kitchen, server stations, and restrooms.

A. Restaurant Layout
B. Restaurant Design
C. Restaurant Overview
D. Restaurant Floor plan
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 15. How can we create a more lively, positive and fun atmosphere for our guest.
A. Music
B. Atmosphere
C. View
D. Décor

What’s In

Definition of Technical Terms

Ambiance the mood or feeling in particular place
Cafeterias A restaurant serving mostly cooked or ready to eat food arranged
behind a food-serving counter
Manual reservation System Usually a hostess to answer the phone,record the details of the said
reservation and taking their credit card information as a guarantee.

Misen place a French Term which mean “ put into place” pre service preparations
Online Reservation System Make use of internet through a website, where all necessary
information needed for reservation is keyed in by the guest.

Reservations an advance arrangement to secure

accommodations in restaurant or hotel
Restaurant A retail establishment that serves prepared food to customers.
Station Mis en place the preparation of a waiters station in the food service
Table Reservation An arrangement made in advance to have table at a restaurant.
Walk in Guest A guest who walks into a place e.g. a restaurant, without any prior seat
reservations

What’s New
Answer the following question based on your experienced.

Guide Question Answer

1 . Have you been to a restaurant?
2 . How was your experienced?
3. Do you think they have served you based on the
standards?

4. What are the different workforce classification you

had observed?

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 5. Describe how food and beverage operation
worked?

What is It
1.1 Food and Beverage Operations

Foodservice operations are continuing to improve and develop, together with

advances in quality. The demand for food and beverages away from the home has
increased with a broader spectrum of the population eating out, customer needs
are continuing to diversify.- Cousins & et .Al

The key "players" in the hospitality industry are:

• The guest (tourists or local person) • The
service provider (restaurant/hotel)
• The server = you!
Restaurant

A restaurant is a retail establishment that serves prepared food to customers.

Service is generally for eating on premises, though the term has been used to include
take-out establishments and food delivery services. The term covers many types of
venues , diversity of styles of cuisine and service.

Restaurants are sometimes a feature of a larger complex, typically a hotel, where

the dining amenities are provided for the convenience of the residents and for the hotel
with a singular objective to maximize their potential revenue. Such restaurants are often
also open to non-residents. It range from modest lunch or dining places catering to
people working nearby, with simple food and fixed menu served in simple settings at low
prices, or expensive establishments serving expensive specialty food and wines in a
formal setting.

The Function of a Restaurant

The function of any restaurant and bar may be summarized as follows:
1. To provide food and beverage, served attractively fulfilling customer expectation.
2. To provide a nice environment where guests can enjoy the food and drinks.
3. To make a profit.

Types of Restaurants

Cafeterias

Cafeterias are restaurant serving mostly cooked or ready to eat food arranged
behind a food-serving counter. A patron takes a tray and pushes it along a track in front
of the counter. Depending on the establishment, servings may be ordered from
attendants, selected as ready-made portions already on plates, or self-serve of food of
their own choice. Fast-Food Restaurants

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Fast-food restaurants emphasize speed of service and low cost over all other
considerations.

Following are the characteristics of various fast food outlets:

1. Guest has to pay at the counter and collect food from the server at the counterFood
counter service.

2. Guest collects food from containers / trays, and pays at the counter as per menu
selected or per weight of the food selected.

3. Coupon service: guest pays for desired menu and counter issues a coupon.
Guest consequently gets food in exchange of coupon.
4. Guest orders at the counter; once food is ready, it is served at the table.

5. Drive-through: guest drives through assigned lane, orders food and collects them.
There is no space allocated for eating. Casual Dining Restaurants

A casual dining restaurant is a restaurant that serves moderately-priced food in a

casual atmosphere. Except for buffet- style restaurants, casual dining restaurants
typically provide table service. Casual dining comprises of a market segment between
fast food establishments and fine dining restaurants.

Family Style Restaurants

Family style restaurant are restaurants with a fixed menu and fixed price, usually
with diners seated at a communal table such as on bench seats. Often these restaurants
provide children play area.

Specialty Restaurants

They range from quick service to upscale. Menus usually include ethnic dishes
and/or authentic ethnic foods. They specialize in a particular multicultural cuisine not
specifically accommodated by any other listed categories. Example: Asian Cuisine,
Chinese cuisine, Indian Cuisine, American Cuisine etc.

Staffing and Management

The focus of recruiting service personnel and management staff should be

effective delivery of services and proper management on daily basis, plus longterm goals
of the restaurant. Restaurant staffing depends on size, covers, style, ,type of the food
and extent of the operation. But remember, the key for effective management and
service delivery is teamwork. Following personnel shows a structure of medium size
casual dining restaurant.

Restaurant Manager

This person has overall responsibility for the restaurant and other food and
beverage service areas. The restaurant manager sets the standards for service and is
responsible for any staff training that may have to be carried out, on or off the job. He or

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she may make out duty rosters, holiday schedules, and hours on and off duty, so that all
the service areas and outlets run efficiently and smoothly.

Captain

This person has overall charge of the service staff/ team. He is responsible for
ensuring that all the duties necessary for the pre-preparation for service are efficiently
carried out and that nothing is forgotten. The captain helps with the compilation of duty
rosters and holiday schedules, and may relieve the restaurant manager, on their days
off.

Waiter

The waiter must be able to carry out the same work as the station headwaiter and
relieve him on days off. The waiter will normally have less experience than the station
headwaiter. Both the waiter and the station headwaiter must work together as a team, to
provide efficient and speedy service.

Trainee/Apprentice

The trainee is the 'learner', having just joined the food service staff, and possibly
wishing to take up food service as a career. During service, this person will keep the
sideboard well filled with equipment, and may help to fetch and carry items, as required.
The trainee carries out certain cleaning tasks during the prepreparation period. He may
be given the responsibility of looking after and serving some appetizers or smaller
courses, from the appropriate trolleys.

Wine Waiter/Sommelier

The sommelier is responsible for the service of all alcoholic drinks, during the
service of meals. He must also be a sales person. This employee must have a good
knowledge of all beverages available, the best wines to accompany certain foods and the
liquor licensing laws applicable to the particular establishment and area.

Host/Hostess

The role of a restaurant host is to attend to guest’s needs, particularly, on arrival

at the restaurant. The host should "meet, greet and seat" the guest. The host/hostess
should make sure that; guests leaving the restaurant have enjoyed their meal. The host
is usually the final contact point for the guest and this is a "sales" opportunity

Barman

This person must have a good knowledge about the ingredients and methods needed to
make alcoholic and non alcoholic drinks.
Foodservice System
1. Conventional Foodservice System

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

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 CONVENTIONAL FOODSERVICE SYSTEM

FOOD PRODUCTION

HOT HEATED HOT CHILLED

SERVE TO CUSTOMERS

2. Centralized (Commissary) Foodservice System

Centralized Foodservice is also known as central kitchen or food factory. In this

kind of system food is prepared in one place then transported to satellite kitchens. This
system is most effective when mass production is required, airline industry is an example
of establishment that uses centralized foodservice system.

3. Ready –Prepared Food Service System

In ready prepared foodservice system, the food is produced onsite ,it is usually
chilled or frozen then reheated and served to customers on site and readily available to
the customers. Ready prepared foodservice system is usually used by hospitals and
prisons .

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 READY PREPARED
FOOD SERVICE SYSTEM

FOOD PRODUCTION

STORE HOLD
FROZEN CHILLED

HEAT

SERVE TO CUSTOMERS
4. Assembly- Serve Foodservice System

In this system, food is purchased then stored either chilled or frozen for later use.
Then it will be portioned and reheated and served to customers. It is usually used by in
flight caterers.

Types of Restaurant Reservations

These are two types of restaurant reservations, the manual reservation and
online reservation. The Manual Reservation System depend on the person designated,
usually a host or hostess, to answer the phone ,record the details of the said reservation
and taking their credit card information as guarantee.

They may also answer guest questions, give accurate directions to the
restaurant, and provide clear information about parking . Forms will be used for
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reservation customer details. Systems and processes have to work so the information
collected can be stored and made available on the dates it is required.

Product information such as room types, menu items, rate sheet prices, car
types, live entertainment, bus destinations, will all be in the form of brochures, charts,
and handouts for the staff. Accounting processes to collect the method of payment would
be a cash register, petty cash box, manual credit card machine or cashier to process the
money.

On the other hand, the Online Reservation System makes use of the internet
through a website, where all the necessary information needed for reservation is keyed
in by the guest. Other information about the restaurant, such as directions to the place ,
parking, active promotions and discounts are also available online, instead of depending
on the host or hostess for details.

It also provides up to date "real time" information on availability at the push of a

button. When a reservation is recorded the availability is automatically altered. Displays a
suitable screen to input customer information and requests.

A computer system may have a "history" of any guest who has used the
establishment previously. It can store information such as preferred room type, record of
request, date of last stay, even the amount spent previously. The Elements of
Reservation

People make reservations for convenience and security. Many people like to plan
out their holiday or business trip to feel secure in the knowledge that they have a room
waiting for them, they have a prepared table for comfortable dining, they have a flight
booked to take them back to their home or next destination, and know they have seen all
the attractions of the city during their stay. The role of reservations staff is to ensure that
they process all reservations in an efficient and professional manner.

Types of bookings may include:

A. Accommodation suppliers – Guests will need to have room bookings

processed in order to stay at particular establishments that provide accommodation
such as hotels, apartments, resorts, guest houses, caravan parks.
B. Aircraft – Passengers need to have "Seats" booked for all types of air travel they
undertake. These bookings will vary according to the airline chosen, class of travel
such as first class or economy, date of flying e.g. high season or low season or
facilities that are included such as food or movies.
C. Cruise ships – Passengers on cruise ships need to make bookings for the dates
of their cruise. This sort of reservation may include meals while on board. D.
Coaches or buses – To travel from one place to another or to visit a particular
tourist destination.
E. Limousines (rental cars/vans) – Customers can book transport to either drive
themselves around or have a chauffeur included with the vehicle.
F. Day/extended tours – includes meals and maybe accommodation and entrance
fees to tourist parks.
G. Dining and meal reservations – for restaurants or eating houses.

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 H. Entertainment - such as the theatre or music concerts.
I. Tourist attractions-Events such as the different ethnic festivals of the
Philippines
J. Other venues – some Airlines will book accommodation for guests. If one hotel is
fully booked they might make a reservation at another hotel. Travel agent’s book
theatre or concert tickets.

Some way to check availability;

A. Ability to offer alternatives when the requested booking is not available.
B. Provide information on the costs and product features;
C. Record the details and requirements of the person making the reservation;
D. A way of recording the acceptable method of payment and provide confirmation
details

Ways Reservations May Be Received

Reservations can be received by an establishment in many ways depending on

where they are, what they are offering and what technologies they have available.
 Over the telephone – customers dial the establishment directly
 In person – the customer comes into the establishment and communicates
directly with the staff
 Mail – in some countries today this is almost an extinct form for making a
reservation
 Email – through an email address
 Facsimile (fax) – this is another form of communication that is being replaced by
technology
 Internet – on-line bookings via a website
 Third party reservations – using a reservation company to make a booking for
you e.g. Wotif, Asia Rooms, Statravel, Showbizasia
 Central reservation service – a central reservation service that controls
reservations for several venues
 Same chain referral – a reservation that has been referred from another
establishment belonging to the same group, for example: Asian Car Rental, Hyatt
Hotels, Hilton Spas

How to Take Table Reservations

Before taking a reservation, make sure you know the answers to the questions
which are likely to be asked. Following are tips and some possible questions in taking
reservations:

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 Tips in Taking Table Reservations

 Answer inquiries promptly, clearly and as accurately as possible

 Ask pertinent questions to complete the details of the reservation. 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 and based on establishment
standards.
 Confirm customer reservations prior to their arrival
 Impart additional information to the guest such as food establishment
,parking conditions and directions to the establishment
Always be calm and polite when speaking to the guests

Avoid double booking.

Possible Questions Of Customers When Taking Table Reservations

 What kind of cuisine do you offer? ( French, Italian, Cantoneses, Modern

Australian)
 What style of menu do you offer? ( Alacarte or table d ‘ hote )
 Do you accept credit cards? If yes, Which credit card do you take?
 Can we bring in other food and drinks bought from outside?
 Is there a corkage for food and drinks bought from outside? If yes, please how
much
 What time do you start serving? For lunch? For dinner?
 Do you accommodate children?
 Do you cater persons with disability?
 Are all rooms air conditioned?
 Do you have parking facilities?
 Do you cater specific functions?
 Do you have smoking area?
 How do we get there? What is the nearest landmark?

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Telephone Ethics

Telephone plays an important role in times of reservation on phone. Perfect

telephone handling ensures efficiency of the reservation agent which at the same time
upholds standard. Telephone ethics are set of moral principles used when handling
telephone.
Let us look at the tips that will help you communicate better over the phone:
1. Greeting-Telephone conversation expects you to open the conversation with a
nice greeting.
2. Take permission and be polite-A polite word or two always helps in bringing
warmth into the conversation.
3. Identify self and the organization-Always introduce yourself before getting into any
conversation.
4. Clarity-Do not use broken phrases. Always use a clear, &simple language.
5. Purpose of the call-Think through exactly what you plan to say and practice before
you place the call. Jotting down the items you want to discuss.
6. Know your timeline and keep it short.
7. Avoid fillers and keep it interesting-Filler words -- like um and uh
8. Smile through the phone-Keep a 'smile in your voice.' 9. Find some quiet place-
clearly without background noise.
10. Summarize, paraphrase and close- Always end the call with a pleasantry

What’s More

True or False. Write TRUE if the statement is correct, and FALSE if it is incorrect. Write your
answers in your notebook

__________1. Conventional Food service System is the most common of all system in
foodservice system.
__________2.The food is produced onsite ,it is usually chilled or frozen then reheated and
served to customers on site and readily available to the customers.
__________3. Food is purchased then stored either chilled or frozen for later use.
__________4. A Family style is a restaurant that serves moderately-priced food in a casual
atmosphere.
__________5. Hotels often specialize in certain types of food or present a certain unifying,
and often entertaining theme.

What I can Do

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Role Play

Instructions: Form a group with 5 members. Present a role play that highlights the
duties and responsibility of service personnel .Each group will be given 5 minutes
to prepare.

Rubric in ROLE PLAYING

Your performance will be rated based on the rubrics:

Descriptions Score
Performed 100% of the given tasks 5
Performed 75% of the given tasks 4
Performed 50% of the given tasks 3
Performed 25% of the given tasks 2
Did not perform the given tasks 1
What’s In

1. Recall the different types of restaurant.

2. Enumerate the different service personnel.
3. Identify Food Service System

Perform a Telephone Reservation.

Sample Situation

a. Total number of guests : A family of 12 composed 8 adults

4 senior citizen and 4 children
b. Purpose: Dinner Reservation

C. Condition : First Time to try Restaurant

One adult vegetarian
No smoking Area
 Additional Activities
Description Score The
. Demonstrate excellent 5 following
performance in telephone skill should
be observed
reservation(Follow process in
during the
complete detail) role play:
Demonstrate very good 4 1. The
performance in telephone phone
reservation(Follow process with answered
few missing detail) promptly
and with
Demonstrate good performance 3 appropriate
in telephone reservation (Follow greetings.
process but with missing details) 2. Inq
Demonstrate performance task in 2 uiries are
telephone reservation but needs being
improvement answered
properly
Did not demonstrate any skill in 1 with clarity
taking table reservation and
accuracy.
3. Important questions are asked to complete the details of reservations.
4. Reservation data are accurately recorded based on establishments
standards. 5. Details of reservations are repeated and confirmed with the party
making reservation.
6 . Additional information about the food service is provided when necessary.

Performance of the learners will be rated using this rubric:

What I have learned

Generalization

As you can see, you have a vital role to play. Without you, no guest satisfaction will be
possible and the restaurant will struggle to survive and make a profit. The service you
offer will help the restaurant where you work to make an income and keep open. This
means that your job security and income are directly matched to the level of service you
provide to keep your guests happy.

Most reservations are taken over the telephone. Therefore, the telephone
operator should be friendly and accommodating. Customers may easily be discouraged
and may never call again if when they are not treated well.

 Always answer the phone immediately

 The reservation book should always be ready at hand.
 State the name of establishment clearly
 Greet the caller courteously by saying, “ Good morning”, “ Good evening”, Thank
you for calling ( Name of establishment)! How may I help you?, “ May I have your
name please?
 Answer questions clearly and politely. If you do not know the answer, find
someone to help you and ask if they are willing to wait for few minutes. You may
also ask for contact details so you can call them back or request them to call you
back.
 Politely decline if the time requested reservation is already filled. Suggest
possible time and other options to accommodate reservations
 Confirm all details by repeating the name, date and time of arrival, the number of
people in the party, and contact number. Make sure all these details have been
clearly written in the reservation books.
 Be courteous and hospitable in closing conversations. You may say “ Thank you
Mr. Arcos. We look forward to seeing you at the party”.

 Before taking a reservation, make sure you know the answers to the questions
which are likely to be asked
 A restaurant is a retail establishment that serves prepared food to customers.
 Online Reservation System makes use of the internet through a website,
 The Manual Reservation System depend on the person designated, usually a
host or hostess, to answer the phone ,record the details of the said reservation
and taking their credit card information as guarantee.
 Telephone plays an important role in times of reservation on phone. Perfect
telephone handling ensures efficiency of the reservation agent