Food and Beverage Services NC II Quarter 1 Module 1 PDF

Preview

Summary

FOOD ANDBEVERAGESERVICESQuarter 1 – Module 1:Taking Table Reservations12Food and Beverage Services – Grade 12 Alternative Delivery Mode Quarter 1 – Module 1: Taking Table Reservations First Edition, 2020Republic Act 8293, section 176 states that: No copyright shall subsist in any work of the Governm...

Description

12 FOOD AND BEVERAGE SERVICES Quarter 1 – Module 1: Taking Table Reservations

Food and Beverage Services – Grade 12 Alternative Delivery Mode Quarter 1 – Module 1: Taking Table Reservations First Edition, 2020 Republic Act 8293, section 176 states that: No copyright shall subsist in any work of the Government of the Philippines. However, prior approval of the government agency or office wherein the work is created shall be necessary for exploitation of such work for profit. Such agency or office may, among other things, impose as a condition the payment of royalties. Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names, trademarks, etc.) included in this module are owned by their respective copyright holders. Every effort has been exerted to locate and seek permission to use these materials from their respective copyright owners. The publisher and authors do not represent nor claim ownership over them. Published by SDO San Carlos City Schools Division Superintendent: Lourdes D. Servito, CESO VI Assistant Schools Division Superintendent: Mario S. Carino

Development Team of the Module Writer: Felicel S. Corpuz Editors: Reviewers: Illustrators: Layout Artists: Management Team:

Printed in the Philippines by ________________________ Department of Education – San Carlos City Division Office Address: Telefax:

Roxas Blvd., San Carlos City, Pangasinan

(075) 632-3293 (OSDS) Trunkline Nos. (075) 633-5691 to 93

Email Address:

[email protected] ; or [email protected]

12 Food and Beverage Services Quarter 1 – Module 1 : Taking Table Reservations

Introductory Message This module was prepared to help you achieve the required competency in Prepare the Dining Room/Restaurant Area for Service. It will serve as a source of information for you to acquire the required knowledge and skills for Food and Beverage Services (NC II), with minimum supervision or help from your trainer. This material will aid you in acquiring the competency at your own pace, independently. In this module, you are required to go through a series of learning activities in order to complete each learning outcome. Follow and perform the activities on your own. If you have questions, do not hesitate to ask for assistance from your teacher. Remember to: •Read Information Sheet and complete the Activity. •Perform the Performance Task, Assessment, and provide Feedback until you are confident that your outputs conform that you will be able to become competent of the learning competencies. •Submit outputs of the Activities, Performance Task, Assessment, and Post-Test for your teacher’s evaluation and recording in the Class Record, which serves as your portfolio. When you feel confident that you have had sufficient practice, ask your teacher to evaluate you. The results of your assessment will be recorded in your Progress Chart. You must pass the institutional competency evaluation for this competency before moving to another competency.

2

For the learner: Welcome to the Grade 12 Alternative Delivery Mode (ADM) Food and Beverage Services. The hand is one of the most symbolized part of the human body. It is often used to depict skill, action and purpose. Through our hands we may learn, create and accomplish. Hence, the hand in this learning resource signifies that you as a learner is capable and empowered to successfully achieve the relevant competencies and skills at your own pace and time. Your academic success lies in your own hands! Welcome to the module in Taking Table Reservation. This module contains training materials and activities for you to complete. The unit of competency Prepare the Dining Room/Restaurant Area for Service contains knowledge, skills and attitudes required for FOOD AND BEVERAGE SERVICES NC II. It is one of the specialized modules at National Certificates Level (NC II). This module has the following parts and corresponding icons: What I Need to Know

What I Know

What’s In

What’s New

What is It

What’s More

This will give you an idea of the skills or competencies you are expected to learn in the module. This part includes an activity that aims to check what you already know about the lesson to take. If you get all the answers correct (100%), you may decide to skip this module. This is a brief drill or review to help you link the current lesson with the previous one. In this portion, the new lesson will be introduced to you in various ways such as a story, a song, a poem, a problem opener, an activity or a situation. This section provides a brief discussion of the lesson. This aims to help you discover and understand new concepts and skills. This comprises activities for independent practice to solidify your understanding and skills of the topic. You may check the answers to the exercises using the Answer Key at the end of the module.

3

What I Have Learned

This includes questions or blank sentence/paragraph to be filled in to process what you learned from the lesson.

What I Can Do

This section provides an activity which will help you transfer your new knowledge or skill into real life situations or concerns.

Assessment

This is a task which aims to evaluate your level of mastery in achieving the learning competency.

Additional Activities

Answer Key

In this portion, another activity will be given to you to enrich your knowledge or skill of the lesson learned. This also tends retention of learned concepts. This contains answers to all activities in the module.

At the end of this module you will also find:

References

This is a list of all sources used in developing this module.

The following are some reminders in using this module: 1. Use the module with care. Do not put unnecessary mark/s on any part of the module. Use a separate sheet of paper in answering the exercises. 2. Don’t forget to answer What I Know before moving on to the other activities included in the module. 3. Read the instruction carefully before doing each task. 4. Observe honesty and integrity in doing the tasks and checking your answers. 5. Finish the task at hand before proceeding to the next. 6. Return this module to your teacher/facilitator once you are through with it. If you encounter any difficulty in answering the tasks in this module, do not hesitate to consult your teacher or facilitator. Always bear in mind that you are not alone. We hope that through this material, you will experience meaningful learning and gain deep understanding of the relevant competencies. You can do it!

4

What I Need to Know LESSON 1: PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE Content Standard: The learner demonstrates understanding of concepts, and principles in preparing the dining room/restaurant area for service. Performance Standard: The learner: 1. independently prepares the dining room/restaurant area for service 2. demonstrate knowledge and skills of food and beverage service in relation to taking table reservations. Learning Outcome 1(LO1): Take Table Reservations At the end of this lesson, you should be able to 1). identify the different types of reservation system; 2). record reservation data on forms accurately based on establishment’s standards; and 3). adopt the process of taking reservations according to the standards.

What I Know Pre-test: I. FACT OR BLUFF Direction: Write FACT if the statement is correct, and BLUFF if the statement is incorrect. 1.Cafeteria service refers to pre-packed food displayed in a counter. 2.Counter services is ideal for diners who go for fast service since they have very limited time to eat. 3.The hospitals and prisons will be considered as part of caterers. 4.The food service operation will always be centralized to cater the customers. 5.There is food production in any food service system. 6. Reservations are advanced table bookings made at specific time. 7. An advantage of taking reservations is that you know exactly how many guests you need to feed. 8. Overbooking is taking mores reservations than the number of tables and seat available. 9. Every food service establishment accepts reservation. 10. Reservations can limit the number of walk-ins to the restaurant.

5

II. IDENTIFICATION TYPE Choose your answer between Reservation, Manual Reservation System & Online Reservation System. 1. 2. 3. 4.

It is record the details of the said reservation manually. This is the arrangement to have something for the guaranteed seats. It is also show the ad advertisement through website This is process of reservation that the designated staff will answer the questions of the guest personally and on-site. 5. Through website, where all the necessary information needed for a reservation is keyed in by the guest. III. MULTIPLE CHOICE Read and analyse the statement carefully. Choose the best answer and write your answer in your answer sheet. 1. What types of reservations can be made by face to face and considered a guaranteed reservation? A.Call Ahead Setting C.Manual Reservation System B.Centralize Reservation D. Online Reservation System 2.Which of the following types of reservation has the advantage of confirming your table reservation ahead of time? A.Call Ahead Setting C.Manual Reservation System B.Centralize Reservation D. Online Reservation System 3. What is the proper approach in getting the caller’s name? A.Can I get your name? C.May I know who is on the line? B.What is your name? D. Who’s this? 4. In taking reservation, answer the telephone promptly on how many rings? A.after 3 rings B. before 3 rings C.after 1 ring D.within 3 rings 5.If the caller’s requested date is already sold, which means you are unable to sell the table for that specific date, what is the best way to say to the caller that the date requested is sold out? A.Apologized politely to the guest and let them know why you are unable to sell that table. B.Inform them politely that their reservation date is sold out and give them another date available. C.Say sorry to the caller that their requested date is already sold out. D.Tell them that their requested date is not available. 6.In a table reservation form, what part refers to the number of persons reserved for the table? A. cover B. guest C.pax D.seat 7. What does a restaurants can do for no- show guest with reservation? A.call a police C. guest will be blacklisted in the restaurant B.charge a fee D. reservation staff will pay for the reservation fee

6

8. Which of the following information when taking a reservation is NOT included? A. contact number C.special request B. date of reservation D. job of guest 9. What kind of food system wherein food are prepared in one place then transported to a satellite kitchen? A. Assembly-Serve system C. Conventional system B.Centralized system D.Ready-prepared system 10. The following are Do’s when answering telephone EXCEPT A.answer the telephone after 3 rings B.identify your name and the restaurant C.make an occasional acknowledgement D. pay close attention to the caller 11.Which of the following etiquette in answering telephone is NOT included? A.answer inquiries clearly C.share your personal information B.always be calm and polite D.gather all pertinent information 12. If there is no available table in the dining area, which of this statement is the best way to inform the guest? A.I’m sorry sir/mam but all seats have been taken, do you mind waiting at the lounge and I’ll call you once a table would be available? B.I’m sorry sir/mam, do you mind to wait here for a while and I’ll call your name? C.I’m sorry sir/mam, would you like to sit nearby the window or at the corner? D.I’m sorry sir/mam, would you like to wait until there is available table? 13. This is the arrangement to guarantee the seats that brings more guests and increase revenue. A.call ahead setting C.reservation B.manual reservation system D.walk-in 14. When your guests wants the table that reserved to the other guest, what will you do to have your guest stay and dine in your restaurant? A.Apologized to the guest and call the manager to deal to your guest. B.Let them have the table that is reserved for other guest. C.Apologized to the guest and explain that you’re obeying the policy of the restaurant. D. Apologized that you cannot give the table to them but offer to give other table with the same set-up of the table that they want. 15. If you ask the caller to hold on, what is the best way to tell him/her? A. Excuse me mam/sir, but I have to hold on for a minute. B. Please hold on the other line, I have important things to do. C. Wait for a while mam/sir. D. Would you mind to wait for a minute mam/ sir?

7

Lesson

1

Taking Table Reservations

What’s In

Activity 1: Answer the following Crossword Puzzle.

8

What’s New

Activity 2: Read the following conversation below. Then try to answer the questions that follows. Receptionist: Golden Grains Restaurant, good morning. This is Catherine Santos, your restaurant receptionist. How may I help you? Guest: I want to make a reservation for two by June 15 at 8:00 in the evening. Receptionist: May I know who is on the line please. (wait for response) Wait for a while mam, let me check the availability of your reservation.(after a while) Thank you for waiting mam, your reservation date and time is available. May I know the name of person who will use the reservation? May I know your table preference mam? Do you have any special request mam? May I get your contact number mam? Mam Victoria Vida, you have a reservation on June 15 at 8:00 in the evening, good for two persons. Your table preference is a smoking area, and special request for a champagne. Your contact number is 09064584067. Did I get it correct mam? Guest: Yes Receptionist: By the way mam, how would you like to settle your bill? We would like to remind you that we have a 20-30 minutes waiting policy in our restaurant. Please come ahead of time for your convenience. Receptionist: Thank you so much for calling mam and hope to see you soon at Golden Grains Restaurant. Have a nice day!

Questions to Ponder:

1. What is the conversation all about? 2. Who is Victoria Vida in the conversation? What does she want? 3. Who is the receptionist in the conversation? Do you think she manage to get all the information needed from the guest? 4. In your opinion, what is the reason of the guest in making a reservation in the restaurant? 5. List down the 5 important information that the receptionist obtained from the guest based on the conversation.

9

What is It

INFORMATION SHEET What is Food Service? Food service is all about food and beverages that are consumed out of the home. It is the industry related to making, transporting, or selling prepared foods to restaurants, hospitals, schools and lodging establishments. Foodservice covers a wide range such as hotel, restaurants, cafes, cafeterias, schools, hospitals, airports, etc. TYPES OF FOODSERVICE SYSTEM 1. Conventional Foodservice System It is the most common type of all foodservice system. This kind of system assembled the ingredients and the food/dish is produced onsite. This system is usually used in cafeterias, restaurants, small hospitals and school canteens. Advantages: High degree of perceived quality, Food is served soon after preparation, Traditional standardized recipes can be used. Disadvantages: Labor intensive, Consistency, Higher food costs, Food safety 2. Centralized (Commissary) Foodservice System Also known as central kitchen or food factory. A kind of food system wherein food are prepared in one place then transported to a satellite kitchen, usually used in airline industry. Advantages: Lower food and supply cost, Purchasing power, Ingredient control is improved, Lower labor costsDisadvantages: High initial capital investment for building and equipment, Transportation costs, Perceived loss of quality, Food safety problem can affect many customers 3. Ready-Prepared Food Service System The food is produced onsite and usually chilled or frozen then reheated and serve to customer. It usually used by hospitals and prisons. Advantages: Flexibility in scheduling food preparation, Lower costDisadvantages: Menu variety can be limited, Perceived loss of quality

labor

4. Assembly-Serve Food Service System This system, the food is purchased then stored either chilled or frozen for later use. Then it will be portioned and reheated and serve to the customers. Advantages: Lower labor costs, Limited equipment needsDisadvantages: High food costs, Menu variety may be limited, Availability of menu items, Perceived loss of quality

10

What is a Reservation? Reservation is an arrangement to have something (room, table or seats) held for your use at a time. A guaranteed seat brings in more customers and increase revenue. The call ahead seating will be the additional of the main types of reservation. Purpose of reservation: table reservation is made in advance to have a table available at the restaurant. TYPES OF RESTAURANT RESERVATIONS 1. Manual Reservation System (MRS) Most probably, “manually” means enter it into computer but it is one on the restaurant site. It is not available via the internet or a third party. They may also answer the guest’s questions, give accurate directions to the restaurant and provide clear information. 2. Online Reservation System (ORS) Online reservation system enables the guests to check availability and book online. Through website, where all the necessary information needed for a reservation is keyed in by the guest. 3. Call ahead seating It reduces the guest’s wait time upon arriving at the restaurant. In this type of reservation the guest calls when they are on their way and sets a specific time when they will arrive. Usually restaurant will hold a table for 20-30 mins.

INFORMATION NEEDED WHEN TAKING RESERVATIONS: •

Name of Guest (who make the reservation)

•

Name of person who will use the reservation

•

Date and time of reservation

•

Number of persons

•

Table preferences

•

Special Request (if any)

•

Contact Number

Advantages and Disadvantages of Taking Reservation 1. The main advantage for the establishment is the knowledge of dining details; 1.1. Definite number of guests 1.2. Determine the specific time 1.3. Having faster service

11

2. The disadvantage was the sales may be affected especially since the reservations may limit the number of guest. 3. Special Occasion Advantage: Taking reservations can be opportunity for restaurants to advertise what they offer while ensuring customer satisfaction. Disadvantage: Too much competitor will encounter. 4. Fairness Advantage: To be fair, some restaurants decide to run purely first come, first serve basis. Disadvantage: Some restaurants require their guest to make reservation weeks or even months before their desired date. 5. Higher Checks Advantage: The large party reserve results the increased of revenue on the part of restaurant. Disadvantage: Too much details presented to the guest. 6. Absent Customers Disadvantage: When the reserving party does not show up, sales suffer. Advantage: Some restaurants charge a fee for no- show to cover their losses.

TELEPHONE ETIQUETTE Phone etiquette is the way you use manners to represent yourself and your business to customers via telephone communication. This includes the way you greet a customer, your body language, tone of voice, word choice, listening skills and how you close a call. So what is the importance of telephone etiquette? Proper phone etiquette is important to your company because it’s usually the first contact point for a customer and represents...