Food and Beverage Services

QUARTER 1 LAS Number 1

Name of Learner: Grade/Section:
Teacher: _________________________ Date Submitted:

LEARNING ACTIVITY SHEETS

TOPIC: Prepare the Dining Room/Restaurant Area for Service.

a. Take table reservations.

PRE-TEST LAS #1

Answer the following question based on your experienced.

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?
5. Describe how food and beverage operation worked ?

Background Information for Learners

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 FUNCTIONS OF THE 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 RESTAURANT

● 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
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 counter- Food
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. Guest orders at the counter, once food
is ready, it is served at the table.
4. 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 long- term 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 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.
● The 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.
● The 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.
● The 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 pre- preparation period. He may be
given the responsibility of looking after and serving some appetizers or smaller courses, from
the appropriate trolleys.
● The 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.
● The 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.
● The Barman - This person must have a good knowledge about the ingredients and methods
needed to make alcoholic and non-alcoholic drinks.

THE FOOD SERVICE 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.
 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.

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 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:
1. 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.
2. 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.
3. 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.
4. Coaches or buses – To travel from one place to another or to visit a particular tourist
destination.
5. Limousines (rental cars/vans) – Customers can book transport to either drive themselves
around or have a chauffeur included with the vehicle.
6. Day/extended tours – includes meals and maybe accommodation and entrance fees to
tourist parks.
7. Dining and meal reservations – for restaurants or eating houses.
8. Entertainment - such as the theatre or music concerts.
9. Tourist attractions-Events such as the different ethnic festivals of the Philippines.
10. 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 ways to check the availability:

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

Ways the Reservation 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:

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?

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

LAS # 1: Identification
Direction: Can you name the staff responsible for the following job? Write your answer in the space provided
below:
____________ 1. This person must have a good knowledge about the ingredients
_ and methods needed to make alcoholic and non-alcoholic drinks.
____________ 2. This person should "Meet, Greet and Seat" the guest. He/she
_ should make sure that; guests leaving the restaurant have
enjoyed their meal.
____________ 3. An expert in the field of food and nutrition
_
____________ 4. Their duties include formulating original recipes, preparing meals,
_ overseeing kitchen management
____________ 5. They creates new food and beverage products
_
____________ 6. They creates perfectly baked breads, pies, cakes and desserts
_
____________ 7. This person is overall in 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
____________ 8. responsible for the service of all alcoholic drinks, during the
_ service of meals
____________ 9. This person has overall responsibility for the restaurant and other
_ food and beverage service areas
____________ 10. This person must have a good knowledge about the ingredients
_ and methods needed to make alcoholic and non-alcoholic drinks
LAS #2

True or False. Write TRUE if the statement is correct, and FALSE if it is incorrect.
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.
LAS #3
1. What the different types of restaurant.
2. Enumerate the different service personnel
3. Identify the different food service system
4. Identify the elements of reservation
5. Give tips on taking reservations.

LAS #4

DIRECTIONS:
1. Make a script of a conversation of a customer, doing a table reservation in a restaurant.
2. Record the conversation and send to your teacher. (online classes)

REFLECTIONS: Journal Writing

I learned that ______________________________________________________________
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I realized that ____________________________________________________________

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