COMPETENCY BASED LEARNING MATERIAL

Sector:

TOURISM
Qualification:

FOOD AND BEVERAGE SERVICES NC II

Unit of Competency:
WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
Module Title:

WELCOMING GUESTS AND TAKING FOOD AND BEVERAGE ORDERS

TECHNICAL EDUCATION SKILLS DEVELOPMENT
AUTHORITY
Region 02
APARRI POLYTECHNIC INSTITUTE
Maura, Aparri, Cagayan

HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome to the module Welcoming Guests and Taking Food and

Beverage Orders. This module contains training materials and activities for
you to complete.

The unit of competency “Welcome Guests and Take Food and

Beverage Orders” and module title “Welcoming Guests and Taking Food
and Beverage Orders contains the knowledge, skills and attitudes required
for a Hotel and Restaurant Services. It is one of the modules for National
Certificate II.

You are required to go through a series of learning activities in order

to complete each learning outcome of the module. In each learning outcome
are Information sheets to help you understand the required activities. Follow
the activities on your own and answer the self –check at the end of each
learning outcome. You may remove a blank answer sheet at the end of each
module or get one from your facilitator/trainer to write your answers for

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each self-check. If you have questions, don’t hesitate to ask your facilitator
to ask for assistance.

Recognition of Prior Learning (RPL)

You may already have some or most of the knowledge and skills
covered in this learner’s guide because you have:
 Been working for some time
 Already completed training in this area

If you can demonstrate to your trainer that you are already

competent in a particular skill or skills, talk to him/ her about having
them formally recognized so you don’t have to do the same training
again. If you have a qualification of Certificate of Competency from
previous trainings, show it to your trainer. If the skills you acquired
are still current and relevant to the unit/ s of competency they may
become part of the evidence you can present for RPL. If you are not
sure about the currency of your skills, discuss this with your trainer.

This module was prepared to help you achieve required

competency in preparing the dining room/restaurant area for service
area. It will also enhance your skills in handling and checking of
service wares and in carrying plates/trays according to hotel’s
standard. This will be the source of information for you to acquire
knowledge and skills in this particular trade independently and at
your own pace, with minimum supervision or help from your
instructor.

 Talk to your trainer and agree on how you will both

organize the training of this unit. Read through the
module carefully. It is divided into sections, which covers
all skills, and knowledge you need to successfully
complete this module.
 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.
 Probably your trainer will also be your supervisor or
manager. He/ she is there to support you and show you
the correct way to do things.
 Your trainer will tell you about the important things you
need to consider when completing activities and is
important that you listen and take notes.

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  You will be given plenty of opportunity to ask questions
and practice on the lob. Make sure you practice your new
skills during regular work shifts. This way you will
improve both your speed and memory and also your
confidence.
 Talk to more experience work mates and ask for their
guidance.
 Use the self-check questions at the end of each section to
test your progress.
 When you are ready, ask your trainer to watch you
perform the activities outlined in this module.
 As you work through the activities, ask for written
feedback on your progress. Your trainer keeps feedback/
pre-assessment reports for this reason. When you have
successfully completed each element, ask your trainer to
mark on the reports that you are ready for assessment.
 When you have completed this module (or several
modules) and feel confident that you have sufficient
practice, your trainer will arrange an appointment with
registered assessor to assess you. The results of your
assessment will be recorded in your competency
Achievement Record.

LIST OF COMPETENCIES

NO. UNIT OF CORE MODULE TITLE CODE

COMPETENCY
Prepare the Dining Preparing the Dining
1 Room/Restaurant Area for Room/Restaurant Area for TRS512387
Service Service
Welcome Guests and Welcoming Guests and
2 Take Food and Beverage Taking Food and TRS512388
Orders Beverage Orders
Promote Food and Promoting Food and TRS512389
3 Beverage Products Beverage Products

4 Provide Food and Providing Food and TRS512390

Beverage Services to Beverage Service to Guests
Guests

5
Provide Room Service Providing Room Service TRS512391

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 6 Receive and Handle Guest Receiving and Handling
Concerns Guest Concerns TRS512392

MODULE CONTENT
Qualification : FOOD AND BEVERAGE SERVICES NC II
Unit of Competency : WELCOME GUESTS AND TAKE FOOD AND
BEVERAGE ORDERS
Module Title : WELCOME GUESTS AND TAKE FOOD AND
BEVERAGE ORDERS
Introduction : This module deals with the knowledge and skills 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 : 53 hours

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Certificate Level : NC II

Learning Outcomes:

LO 1. Welcome and greet guests

LO 2. Seat the guests

LO 3. Take food and beverage orders

LO 4. Liaise between kitchen and service areas

Assessment Criteria:

1. Guests are acknowledged as soon as they arrive.

2. Guests are greeted with an appropriate welcome.
3. Details of reservations are checked based on established standard policy.
4. Guests are escorted and seated according to table allocations
5. Tables are utilized according to the number of party.
6. Guests are seated evenly among stations to control the traffic flow of guests in the dining
room.
7. Cloth napkins are opened for the guests when applicable.
8. Water is served when applicable, according to the standards of the
foodservice facility.
9. Guests are presented with the menu according to established standard
practice.
10. Orders are taken completely in accordance with the establishment’s
standard procedures.
11. Special requests and requirements are noted accurately.
12. Orders are repeated back to the guests to confirm items.
13. Tableware and cutlery appropriate for the menu choices are provided
and adjusted in accordance with establishment procedures.
14. Orders are placed and sent to the kitchen promptly.
15. Quality of food is checked in accordance with establishment standards
16. Tableware is checked for chips, marks, cleanliness, spills, and drips
17. Plates and/or trays are carried out safely.
18. Colleagues are advised promptly regarding readiness of items for service
19. Information about special requests, dietary or cultural requirements is
relayed accurately to kitchen where appropriate.
20. Work technology are observed according to establishment standard
policy and procedures.

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COMPETENCY SUMMARY

LO1. Welcome and greet guests

Assessment Criteria

1. Guests are acknowledged as soon as they arrive.

2. Guests are greeted with an appropriate welcome.
3. Details of reservations are checked based on established standard
policy.

LO2. Seat the guests

Assessment Criteria
1. Guests are escorted and seated according to table allocations
2. Tables are utilized according to the number of party.
3. Guests are seated evenly among stations to control the traffic flow of
guests in the dining room.
4. Cloth napkins are opened for the guests when applicable.
5. Water is served when applicable, according to the standards of the
foodservice facility.

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LO3. Take food and beverage orders

Assessment Criteria
1. Guests are presented with the menu according to established
standard practice.
2. Orders are taken completely in accordance with the establishment’s
standard procedures.
3. Special requests and requirements are noted accurately.
4. Orders are repeated back to the guests to confirm items.
5. Tableware and cutlery appropriate for the menu choices are provided
and adjusted in accordance with establishment procedures.

LO4. Liaise between kitchen and service areas

Assessment Criteria

1. Orders are placed and sent to the kitchen promptly.

2. Quality of food is checked in accordance with establishment
standards
3. Tableware is checked for chips, marks, cleanliness, spills, and drips
4. Plates and/or trays are carried out safely.
5. Colleagues are advised promptly regarding readiness of items for
service
6. Information about special requests, dietary or cultural requirements is
relayed accurately to kitchen where appropriate.
7. Work technology are observed according to establishment standard policy
and procedures

LEARNING OUTCOME # 1 WELCOME AND GREET GUESTS

CONTENTS:
WELCOMING/GREETING GUEST PROTOCOL
CHECKING THE DETAILED RESERVATIONS
ASSESSMENT CRITERIA:
1. Guests are acknowledged as soon as they arrive.
2. Guests are greeted with an appropriate welcome.
3. Details of reservations are checked based on established standard
policy.

CONDITIONS:
Students/Trainees must be provided with the following:
1.WORKPLACE LOCATION
1. EQUIPMENT
• Table

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 • Chairs
2. TOOLS, ACCESSORIES AND SUPPLIES
• Service Wares
- Glassware
- Flatware
- Dishware
- Hollowware
3. TRAINING MATERIALS
• Learning Packages

ASSESSMENT METHODS:
1. Demonstration
2. Interview
3. Portfolio
4. Written Test

Learning Experiences

WELCOME AND GREET GUESTS

Learning Activities Special Instructions

1. Demonstrate how to  Show courtesy and welcoming manner

acknowledge guests upon in meeting the guests.
arrival

2. Simulate the welcoming  Dining room staff and “guests” should

and greeting of guests act out as natural as possible

3. Role play confirming the  Trainees/students may act out different

details of the reservation scenarios like a) increase in the
(output from other module number of guests; b) additional order;
may be used) or c) change in the location of table.

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 INFORMATION SHEET 2.1-1
Greeting and Seating Guests

First impressions are extremely. Guests arriving at a restaurant gain their

first impression of the establishment substantially from the willingness of the staff to
acknowledge their presence and the greeting they receive. If the greeting is both
warm and efficient, guests will immediately feel that they can expect the rest of their
experience to be pleasurable and they will feel confident that they will be in the
hands of reliable professionals. The waiting service begins with the greeting and
seating of the guests.

In larger establishments, guests may be received by a head waiter or

supervisor and taken to their table (after checking reservations, etc). There they are
introduced to their table waiter, who takes over responsibility for their service. In
smaller restaurants, a single waiter will be responsible for the whole operation. In
both cases, the procedure is as follows:

 Acknowledge new guests as soon as they arrive

 Approach the guests with an appropriate welcome, for example Good

evening!
 If the guests have come to eat, ask whether they have a reservation.
Check the reservation. If no table has been booked, check that one is
available.

 When checking reservation, note the host’s name – the table will usually
have been reserved in the name of the host. It is important to establish
who the host is. (The host may, of course, be female or male).

 Show guests to their table

 Offer the guests a chair to encourage them to be seated.

Source:
Brown, Graham and Hepner, Karon. The Waiter’s Handbook 3rd Edition.
Pearson Education Southeast Asia Pte. Ltd. (Philippines). Copyright @2005.
p.54

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SELF CHECK
After the learning activities on meeting the guests, the following checklist may be
used. Put a checkmark on the space corresponding to your response:

Action Yes No Remarks

 Did I acknowledge the guests as

soon as they arrived?

 Did I approach the guests with an

appropriate welcome greeting?

 Did I ask the guests whether they

had a reservation?

 When they had no reservation, was

there an available table?

 Was I able to establish who the

host was?

 Did I check whether a table has

been reserved in the host’s name?

 For guests with reservation, did I

confirm the details of the
reservation?

 Did I show the guests to their

table?

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FEEDBACK
Comments and suggestions on the Remarks column may be used as feedback to
self-check.

PERFORMANCE CRITERIA

Criterion Yes No

1. Guests are acknowledged as soon as

they arrive.

2. Guests are greeted with an appropriate

welcome.

3. Details of the reservation are checked

based on established standard policy.

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 SELF-ASSESSMENT TEST

Arrange the following tasks of welcoming and greeting the guests using the
numbers 1 – 10.
_______ Show the guests to their table
_______ Greet the guests appropriately for the time of the day.
_______ Ask the guests how many them are there
_______ Take the guests’ food and beverage orders
_______ Acknowledge the guests upon arrival
_______ Adjust the number of table appointments
_______ Ask guests their preference when several tables are available
_______ Ask the guests whether they have a reservation
_______ Pull out a chair and allow a lady (host or most senior) to sit
_______ Give the guests the menu to study

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 Learning Experiences
SEAT THE GUESTS

Learning Activities Special Instructions

1. Simulate the following:  Show courtesy and friendly manner

1.1 Escorting the
guests to their
table;
1.2 Seating the guests
according to table
allocations;
1.3 Opening the cloth
napkins; and
1.4 Serving water.

2. Ensure that  Be sure about the details of the

2.1 tables are utilized reservation
according to the
number of party;
and
2.2 guests are seated
evenly among
stations, controlling
the traffic flow in
the dining hall.

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 INFORMATION SHEET 2.2-1
Food Service Procedures: The Preliminaries
Opening Napkins
Opening the napkins for the guests ensures that the napkin is out of the way
when drinks and food are served. Some guests will open their own napkin as soon
as they sit down, others will wait for you to open it for them. The technique is –
 Pick up the napkin with the right hand from the guest’s right
 Shake the napkin from its fold into a triangle
 Place it across the guest’s lap with the longest side of the triangle closest
to the guest
 Move around the table opening the napkins, open the host’s last.

Water Service
Iced water may be offered to the guests after the greeting/seating
procedures. The purpose of serving iced water is to refresh the guests’ palates and
allow them time to select a pre-dinner drink.
Iced water is a valuable addition to the meal experience and it appreciated by
guests. It should always be available, although in some establishments, it may not
be the practice to serve unless it is asked for. (Some countries, including the USA
and Japan, require fresh water to be made available without their having to ask for
it).
The procedure for water is
 The water glass is positioned to the right of the wine glass above the table
knife
 Water is poured from the guest’s right
 Move around the table pouring the water, serving the host last
 Continue to offer water throughout the meal, as required

In some establishments, jugs of iced water may be left on the table for the
guests to help themselves.

Source: The Waiter’s Handbook (3rd Edition), Graham Brown and Karon Hepner,
Pearson Education Southeast Asia Pte. Ltd. (Philippines), Copyright @2005, p.35.

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SELF CHECK

After the learning activities, the following checklist may be used. Put a checkmark on
the space corresponding to your response:

Action Yes No Remarks

 Did I escort and seat the guests

according to table allocations?

 Were tables utilized according to

the number of party?

 Did I seat guests evenly among

stations to control flow of traffic
in the dining hall?

 Did I open cloth napkins for the

guests?

 Was water served according to

the standards of the foodservice
facility?

FEEDBACK
Comments and suggestions on the Remarks column may be used as feedback to
self-check.

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PERFORMANCE CRITERIA

Criterion Yes No

1. Guests are escorted and seated

according to table allocations.

2. Tables and chairs are utilized according

to the number of party.

3. Guests seated evenly among stations to

control the flow of guests in the dining
hall.

4. Cloth napkins are opened for the guests.

5. Water is served according to the

standards of the foodservice facility.

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 SELF-ASSESSMENT TEST

True or False. Write True if the statement is true, and False, if it is not.

1. After welcoming the guests, inquire from whether or not they have a
reservation.
2. If there are several tables available, ask them where they would like to sit.
3. If you see only three (3) guests, bring them to a table for four (4) without
asking there are others coming.
4. With one hand outstretched, the waiter points to the location of the table
to the guests.
5. When showing the guests to their table, the waiter walks a little behind,
the guests.
6. On reaching the table, the waiter may pull out a chair for the most
beautiful of the guests to be seated.
7. When all the guests are seated, the waiter removes extra table
appointments.
8. The menu is distributed for the guests to study.
9. While the guests are studying the menu, their wine glasses may be filled.
10. Opening the napkin is also done when the guests are seated.

Answer Key:
1. True 2. True 3. False 4. False 5. False

6. False 7. True 8. True 9. False 10. True

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 LEARNING OUTCOME # 3 TAKE FOOD AND BEVERAGE
ORDERS
CONTENTS:
ORDER TAKING PROCEDURES
CUSTOMER SATISFACTION
SUGGESTIVE SELLING TECHNIQUES
WAITERS RELAY
ORDERING SYSTEMS
BASIC MENU TYPES
PRINCIPLES OF PROMOTION AND SELLING
PRODUCT AND SERVICE KNOWLEDGE
ASSESSMENT CRITERIA:
1. Guests are presented with the menu according to established
standard practice.
2. Orders are taken completely in accordance with the establishment’s
standard procedures.
3. Special requests and requirements are noted accurately.
4. Orders are repeated back to the guests to confirm items.
5. Tableware and cutlery appropriate for the menu choices are provided
and adjusted in accordance with establishment procedures.
CONDITIONS:
Students/Trainees must be provided with the following:
1.WORKPLACE LOCATION
2. EQUIPMENT
• Table
• Chairs
3. TOOLS, ACCESSORIES AND SUPPLIES
• Service Wares
- Glassware
- Flatware
- Dishware
- Hollowware
4. TRAINING MATERIALS
• Learning Packages
• Menu Cards
• Order pad
• pen
ASSESSMENT METHODS:
Demonstration, Interview, Portfolio, Written Test

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 Learning Experiences
TAKE FOOD AND BEVERAGE ORDERS
Learning Activities Special Instructions

3. Simulate the following:  Show courtesy, friendly and

professional manner
3.1 Presenting menu to
the guests;
3.2 Taking orders and
special requests;
3.3 Repeating orders to
guests for
confirmation; and
3.4 Preparing
appropriate
tableware and
cutlery.

4. Prepare a sample menu of  Sample menu

the establishment’s
offerings of food and
beverage

5. Cite examples of special  List of sample special requests and

requests and requirements
requirements.

6. Gather tableware and  Tableware and cutlery to be used

cutlery appropriate to the based on order of guests
menu choices of the
guests

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 INFORMATION SHEET 2.3-1
Taking and placing food orders

Food orders are taken as soon as the guests have made their selection. The
waiter must be alert to the signs that the guests are ready to order so that they
are not kept waiting. They may, for example close their menus and place them
on the table.

Procedure for order taking.

 Make sure that the guests are ready to order.

 Take the order of the guest seated next to the host first and work round
the table finishing with the host’s order.
 Take the order up to and including the main course.
 Note any special requirements like example, a special dietary requirement
such as no milk to be used in the preparation of the dish or a service
requirement such as meals required very quickly because the guests are
going on to a show.
 Repeat the order to the guests to make sure that it is correct.
 Transfer the order to the kitchen docket using either a manual or a
computer system, including the special instructions.
 Record the sale for billing purposes, following the house control system.

Taking the order

 After the guests have looked at the menu or even while they are going
through it, the waiter can already say “may I take your order, Ma’am/Sir?
With a pencil and a small pad in hand, the waiter writes down the orders,
beginning with a guest or with the children (if there are children in the
group). Then the waiter can move going around the table in a clockwise
direction (if it is a big table), or he can stay put in one place in the case of
a small table with two or four guests.
 Orders should be repeated to assure the customers of their orders.

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  If the guests are uncertain on what they will order, the waiter can suggest
main dishes. He can also suggest appetizers and soups and
accompanying salads, drinks and desserts. However, the waiter must not
force or insist on the guest specific foods that he offers. However, he can
be a salesman exercising his persuasive ability to convince them to order.
 While the waiter is writing down the orders, he must be alert to ask the
mode of preparation for a particular dish, for example, if the guest orders
a steak, will it be rare, medium rare, or well done? If eggs are ordered,
will they be fried, poached, sunny side up or scrambled? For salads, will
it be with French, Russian or Thousand Island dressing? Asking
specifications like this can avoid complaints when food is already served
on the table.
 If the order takes several minute to prepare, it is well to advise the guests
about this. In the meantime that they are waiting, offer some drinks of
cocktails or appetizers. Before leaving the table, the waiter reads the list
of items they ordered. Then collect the menu books and bring the orders
to the kitchen.

Taking beverage orders

Beverage orders should be taken as soon as guests are comfortably settled be it

at a bar, in a lounge, or at a table in a restaurant. Remember the following
points
 When taking the orders verbally or in writing, make sure you clearly
understand them and that they are precise, so that the guests receive what
they have ordered. If you are not quite sure, clear what has been ordered
and do not hesitate to confirm with the guest.
 If there are several guests, write down the orders in logical order (as the
guests are seated or with some other clear identification so that you place
the drinks correctly when they are served.
 Avoid the use of abbreviations, they can easily cause confusion.
 Different venues have different methods for recording sales, whatever the
system in use - handwritten dockets, a cash register, or a computer

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 system – it is essential that you record all items sold in the appropriate
way.
 In a restaurant, the wine order is usually taken after the guests have
selected their food. Additional orders for wine maybe taken throughout
the meal indeed, if the guests glasses; look nearly empty, discreetly ask
the host whether another bottle of wine should be brought.
 The order for after-dinner beverage (such as port, brandy or liqueurs)
should be taken prior to the service of coffee so that the drinks can be
served with the coffee.

Source:
Brown, Graham and Hepner, Karon. The Waiter’s Handbook. Pearson
Education (Asia) Pte. Ltd., Philippines. Copyright 2005. Pp. 61-62, 133
Leonora D. Basbas. (19 Food and Beverage Service. Rex Printing Company,
Inc., Metro Manila, Philippines. Copyright 2017. pp. 54-55.

R E A D - Chapter 6: Taking Orders and Correcting Covers, pages -71 of

The Waiter’s Handbook (3rd Edition), Graham Brown and Karon Hepner, Pearson
Education Southeast Asia Pte. Ltd. (Philippines), Copyright @2005.

Date Developed: Doc. No.

February 2018
Issued by: Page 22 of
WELCOME GUESTS 38
and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
SELF CHECK
After the learning activities, the following checklist may be used. Put a checkmark on the
space corresponding to your response:

Action Yes No Remarks

 Did I present the menu to the

guests according to established
standard practice?

 Did I take orders completely in

accordance with the
establishment’s standard
procedures?

 Did I accurately note special

requests and requirements?

 Did I repeat orders back to the

guests for confirmation of items?

 Did I provide the appropriate

tableware and cutlery for the
menu choices of the guests?

FEEDBACK
Comments and suggestions on the Remarks column may be used as feedback to
self-check.

Date Developed: Doc. No.

February 2018
Issued by: Page 23 of
WELCOME GUESTS 38
and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
PERFORMANCE CRITERIA

Criterion Yes No

6. Guests are presented with the menu

according to establishment’s standard
practice.

7. Orders are taken completely in

accordance with the establishment’s
standard procedures.

8. Special requests and requirements of

guests are noted accurately.

9. Orders are repeated back to the guests

for confirmation.

10. Appropriate tableware and cutlery for the

menu choices are provided.

Date Developed: Doc. No.

February 2018
Issued by: Page 24 of
WELCOME GUESTS 38
and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
 SELF-ASSESSMENT TEST

True or False. On the space provided before the item, write True if the
statement is true and False, if it is not.

_______ 1. The guests are ready to order when they close the menu book and
place it on the table.
_______ 2. If the party is a small group, the waiter can go in a counter-
clockwise direction to take the orders.
_______ 3. The waiter need not take note of any special requirement such as
allergies to some ingredients.
_______ 4. Read the food order silently to make sure it is correct.
_______ 5. When all guests have ordered, place the food order with the cashier.
_______ 6. If the waiter is not quite sure about the beverage order, the waiter
should keep quiet about it.
_______ 7. The waiter should not forget to ask the preparation for steak
(medium, rare) or eggs (sunny side up, poached).
_______ 8. When the waiter makes suggestions of food orders, he is exercising
his persuasive ability to convince them to order.
_______ 9. Beverage orders can be taken as soon as the guests are seated
comfortably.
_______ 10. To assure that beverage orders are complete, the number of orders
should equal the number of guests.

Answer key:
1. True 6. False
2. False 7. True
3. False 8. True
4. False 9. True
5. False 10. True

Date Developed: Doc. No.

February 2018
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and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
 LEARNING OUTCOME # 4 LIAISE BETWEEN KITCHEN AND
SERVICE AREAS
CONTENTS:

COMMUNICATION AND INTERPERSONALTECHNIQUES

MONITORING AND ATTENDING DUTIES AND ACTIVITIES

PRODUCT AND SERVICE KNOWLEDGE
PROPER CARRIAGE OF PLATES/TRAYS
ASSESSMENT CRITERIA:
1. Orders are placed and sent to the kitchen promptly.
2. Quality of food is checked in accordance with establishment standards
3. Tableware is checked for chips, marks, cleanliness, spills, and drips
4. Plates and/or trays are carried out safely.
5. Colleagues are advised promptly regarding readiness of items for service
6. Information about special requests, dietary or cultural requirements is
relayed accurately to kitchen where appropriate.
7. Work technology are observed according to establishment standard
policy and procedures
CONDITIONS:
Students/Trainees must be provided with the following:
1.WORKPLACE LOCATION
EQUIPMENT
• Table
• Chairs
TOOLS, ACCESSORIES AND SUPPLIES
• Service Wares
- Glassware
- Flatware
- Dishware
- Hollowware
TRAINING MATERIALS
• Learning Packages
• Menu Cards
• Order pad
• pen
ASSESSMENT METHODS:
Demonstration, Interview, Portfolio, Written Test

Date Developed: Doc. No.

February 2018
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and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
 Learning Experiences

LIAISE BETWEEN KITCHEN AND SERVICE AREAS

Learning Activities Special Instructions

1. Simulate the following:  Show courtesy, friendly and

professional manner
1.1 Sending orders to
the kitchen;
1.2 Relaying special
requests and
requirements to the
kitchen
1.3 Checking tableware
for chips, marks,
cleanliness, spills
and drips;
1.4 Safely carrying out
plates/trays; and
1.5 Advising colleagues
of the readiness of
items for service

2. List various work  List of work technology observed

technology that was
observed

Date Developed: Doc. No.

February 2018
Issued by: Page 27 of
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and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
 INFORMATION SHEET 2.4-1
Duties and Responsibilities of the Waiters

Duties are tasks assigned to a member of the food service team in accordance to
the position he or she occupies in the organization. Together with the duties are
responsibilities for which he or she is accountable for in finishing every task in
accordance with industry standards.
The counter personnel, waiters or waitresses liaise between the kitchen and the
service area. These employees take charge of receiving orders, delivery of the
food on the table of the customers, clearing up and other tasks related to food
service. They constantly check service ware for chips, marks and spill. They
should carry plates or trays safely and transfer plates with food safely and
properly on the dining table. Highly trained food service waiters should be
physically and mentally healthy, tolerant, know to deal with the customers in a
professional manner and have a good knowledge of the different dishes offered
by the food establishment.

Remember these –

1. The movement of food in a food service operation is known as the flow

of food.
2. The principle behind the movement of food is to provide for a continuous
flow of food and beverage without backtracking.
3. There is a need for workflow structures to trace the movement of
materials from the dock or receiving area, to storage area, preparation
area, cooking area and point of pick for the dining area.
4. Flow charts for conventional food service system and ready-prepared
food storage of service system show a difference of holding time and
storage time.
5. The size of a kitchen is dictated by a number of factors such as the types
of operation, the menu offered, the customer load and the extent to which
prepared or partially prepared ingredients are used.
6. Traditional items in the kitchen include primary cooking equipment,
auxiliary cooking equipment and mainstay ingredients like staples,
condiments, herbs, spices sauces, fats and oil, sugar, coffee and others.

Date Developed: Doc. No.

February 2018
Issued by: Page 28 of
WELCOME GUESTS 38
and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
 7. Communication and interpersonal are important to a smooth, well-
coordinated and efficient functioning of the kitchen and other service
areas.
8. Each member of the food service team has duties and responsibilities to
which they are accountable for.
9. An organizational chart shows the different positions in the food service
in a hierarchy of authority and accountability.
10.Proper cleaning and sanitizing of the food service areas results to a
maximum protection of customers and employees.

Source: Leonora D. Basbas. Food and Beverage services. Rex Book Store,
Metro Manila, Copyright 2005.

R E A D - Chapter 6: Taking Orders and Correcting Covers, pages -71 of

The Waiter’s Handbook (3rd Edition), Graham Brown and Karon Hepner, Pearson
Education Southeast Asia Pte. Ltd. (Philippines), Copyright @2005.

Date Developed: Doc. No.

February 2018
Issued by: Page 29 of
WELCOME GUESTS 38
and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
SELF CHECK
After the learning activities, the following checklist may be used. Put a checkmark on the
space corresponding to your response:

Action Yes No Remarks

 Did I place and send the orders

promptly to the kitchen?

 Did check the quality of food in

accordance with the
establishment standards?

 Did I check the tableware for

chips, marks, cleanliness, spills
and drips?

 Did I carry out plates and/or trays

safely?

 Did I advise colleagues promptly

regarding readiness of items for
service?

 Did I relay information about

special requests, dietary or
cultural requirements accurately
to the chicken as appropriate?

 Did I observe work technology

according to establishment
standard policy and procedure?

Date Developed: Doc. No.

February 2018
Issued by: Page 30 of
WELCOME GUESTS 38
and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
FEEDBACK
Comments and suggestions on the Remarks column may be used as feedback to
self-check.

PERFORMANCE CRITERIA

Criterion Yes No

11. Orders are placed and sent to the kitchen

promptly.

12. Quality of food is checked in accordance

with establishment standards.

13. Tableware is checked for chips, marks,

cleanliness, spills and drips.

14. Plates and/or trays are carried out safely.

15. Colleagues are advised promptly about

the readiness of items for service.

16. Information about special requests,

dietary or cultural requirements are
relayed accurately to the kitchen, as
appropriate.

17. Work technologies are observed

according to establishment standard
policy and procedures.

Date Developed: Doc. No.

February 2018
Issued by: Page 31 of
WELCOME GUESTS 38
and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
 SELF-ASSESSMENT TEST

Fill in the blank with a word or phrase to make the sentence true and complete.

1. Duties are __________ assigned to a member of the food service team in

accordance to the position he or she occupies in the organization.
2. Together with duties are __________ for which the member is
accountable for in finishing the task.
3. The movement of food in food service operation is known as __________
.
4. There is a need for a __________ to trace the tasks from taking orders
until the pick-up point for the dining area.
5. The kitchen size is dictated by a number or factors such a __________.
6. A skilled food server walks __________ and looks at the direction where
one is heading.
7. While walking, the waiter should keep watch of persons he meets to
avoid __________.
8. In case of spillage, busboys always follow the rule: __________ .
9. Communication and interpersonal __________ are important for the
efficient functioning of the kitchen and other service areas.
10. The __________ shows the different positions in the food service in a
hierarchy of authority and accountability.

Answer Key
1. tasks 6. briskly
2. responsibilities 7. collision
3. flow of food 8. wipe immediately
4. flow chart 9. menu offered
5. menu offered, etc….…. 10. organizational chart

Date Developed: Doc. No.

February 2018
Issued by: Page 32 of
WELCOME GUESTS 38
and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
 TRAINEES’S NAME:

FACILITATOR’S NAME EVA M. RACHO

QUALIFICATION FOOD AND BEVERAGE SERVICE NC II

UNIT OF WELCOME GUESTS AND TAKE FOOD AND

COMPETENCYCOVERED BEVERAGE ORDERS

Ways in which evidence will be collected:

Demonstration
[tick the column]

Written Test
Questioning
with Oral

Interview
The evidence must show that the candidate…
 Acknowledged guests as soon as they arrive. / / /
 Greeted guests with an appropriate welcome. / / /
 Checked details of reservation based on established standard
policy. / / /
 Escorted and seated guests according to table allocations. / / /
 Utilized tables according to the number of party. / / /
 Seated guests evenly among stations to control the traffic flow of
guests in the dining room. / / /
 Opened cloth napkins for the guest when applicable. / / /
 Served water when applicable, according to the standards of the
food service facility. / / /
 Presented guests with the menu according to established standard
practice.
/ / /
 Took orders completely in accordance with the establishment’s
standard procedures.
/ / /
 Noted special request and requirements accurately. / / /
 Repeated back orders to the guests to confirm items. / / /

Date Developed: Doc. No.

February 2018
Issued by: Page 33 of
WELCOME GUESTS 38
and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
  Provided and adjusted tableware and cutlery appropriate for the
menu choices in accordance with establishment procedures. / / /
 Placed and sent orders to the kitchen promptly. / / /
 Checked quality of food in accordance with establishment
standards. / / /
 Checked tableware for chips, marks, cleanliness, spills, and drips. / / /
 Carried out plates and / or trays safely. / / /
 Advised colleagues promptly regarding readiness of items for
service. / / /
 Relayed information about special requests, dietary or cultural
requirements accurately to kitchen where appropriate. / / /
 Observed work technology according to establishment standard
policy and procedures.
/ / /

NOTE: *Critical Aspects of Competency

Prepared by: EVA M. RACHO Date:

Checked by: EVA M. RACHO Date:

Rating Sheet for Demonstration with Oral Questioning

Date Developed: Doc. No.

February 2018
Issued by: Page 34 of
WELCOME GUESTS 38
and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
Candidates’ Name:
Trainers’ Name: EVA M. RACHO
Unit of Competency WELCOME GUESTS AND TAKE FOOD AND
BEVERAGE ORDERS
Qualification: FOOD AND BEVERAGE SERVICES NCII
Date of Evaluation
Time of Evaluation
Instruction for Demonstration:
The equipment, supplies and materials needed are provided. The candidate must be able to
do the following tasks:
Observation Checklist Check (/) to show if evidence is
demonstrated
During the demonstration of skills, did the candidate: YES NO N/A
 Acknowledged and greeted guests as soon as they
arrive
 Asked the status of reservation or table preference if
any.
 Assisted and escorted guests in seating. Pulled the
chair gently and pushed back slowly.
 Poured water properly, without spills.
 Presented the menu card according to standard
 Took food and beverage orders
 Placed orders and sent to the kitchen promptly

Date Developed: Doc. No.

February 2018
Issued by: Page 35 of
WELCOME GUESTS 38
and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
Oral Questioning
Questions: Satisfactory Response
The candidate should answer the following questions: YES NO
1. How can you welcome a customer in a professional
manner?
2. After a customer has been seated, what can the
waiter do or offer?

3. Why is it important to offer pre-meal services to

customers as they are waiting for their table to
become available?
4. Why is it a good idea to ask questions before
offering food and beverage advice or
recommendations?
5. Why is it important to ‘number’ guests when taking
orders?
6. What are different dietary considerations
customers may have?
7. Why is it important for orders to be relayed
accurately to bar and kitchen staff?
8. Why is it important to adjust items on the table
after the order has been taken?
Candidate’s name: Date:
Instructor’s Name: Date:

WRITTEN TEST

A. TRUE OR FALSE:
Write TRUE if the statement is correct and write FALSE if the
statement is wrong. Write your answer on your answer sheet.

1. A la carte is the term used for a menu that has individually priced
dishes
2. A set menu is a menu that has a set price for a number of courses.
3. One menu card should be presented per table.
4. It is well-done degree when steak is seared on both sides then served.
5. Timing issues needs to be discussed to the chef when relaying an
order.
6. Serving bread at the start of the meal is a “cheap additional course.”
7. Slow service enhances the guest service/dining experience.
8. In making requests to kitchen staff, talk to any person. Different
questions can be answered by different people.

Date Developed: Doc. No.

February 2018
Issued by: Page 36 of
WELCOME GUESTS 38
and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System
REFERENCES:

Arduser, Lora and Brown, Douglas R; 2004 (1st edition); The Waiter and
Waitress and Waitstaff Training Handbook: A Complete Guide to the
Proper Steps in Service for Food and Beverage Employees; Atlantic
Publishing Group Inc

Dahmer, Sondra and Kahl, Kurt; 2008 (2nd edition); Restaurant Service
Basics; Wiley
Johnston, R and Clark G, 2008 (3rd Edition), Service Operations
Management. Pearson Education
Kotschevar, Lendal and Luciani, Valentino; 2006 (2nd edition); Presenting
Service: The Ultimate Guide for the Foodservice Professional; Wiley
Lillicrap, Dennis and Cousins, John; 2010 (1st edition); Essential Food and
Beverage Service: Levels 1 and 2; Hodder Arnold
Walker, John R; 2008 (5th Edition); Introduction to Hospitality; Prentice Hall

Zeithaml, Valarie A; 2009 (1st edition); Delivering Quality Service; Free

Press

Date Developed: Doc. No.

February 2018
Issued by: Page 37 of
WELCOME GUESTS 38
and TAKE FOOD and Developed by:
BEVERAGE ORDERS Revision No.
Eva M. Racho
API -TESDA
QA System