Food and Beverage Services – Senior High School
Alternative Delivery Mode
Quarter 2 – Module 2: Welcome Guests and Take Food and Beverage
Orders
First Edition, 2019
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Senior High School
Food and Beverage
Services
Quarter 2 – Module 2:
Welcome Guests and Take
Food and Beverage Orders
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TABLE OF CONTENTS
Page
COVER PAGE
COPYRIGHT PAGE
TABLE OF CONTENTS
TITLE PAGE
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ii
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iv
Lesson 1 – Welcome and Greet Guest
1
Introduction
Pre – Test
Activity 1.1
Welcome and Greet Guests Procedure
Enrichment Activity
Generalization
Application
Lesson 2 – Seat the Guests
Introduction
Activity 3.1
Escorting and Seating the Guest Procedure
Enrichment Activity
Generalization
Application
Lesson 3 – Take Order
Introduction
Activity 3.1
The Menu
Activity 3.2
Order Taking Procedure
Activity 3.3
Generalization
Activity 3.4
Lesson 4 – Liaise Between Kitchen and Dining Area
Operating Ordering System
Types of Manual Docket System
Types of Software System
Activity 4.1
Activity 4.2
Generalization
Assessment
Reference
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Lesson
1
FBS: Welcome and Greet
Guest
Welcome to this module! You must be very excited to start with the learning
activities. The learning exercises in this module have been designed to provide you
with rich, encouraging and interactive learning experiences that will help enhanced
better your communication in English. Please familiarize the different sections of
this module.
What I need to know
This section starts to explore the learning activities that will take place when
the customer arrives at the food and beverage establishment. You will learn the
proper way of welcoming and greeting the guests, seating the guests, taking food
and beverage orders, and liaising between kitchen and dining room area in
accordance with the established standard procedure.
This module is about welcoming guests and taking Food and Beverage
orders. You will be guided on the proper way and sequence of the service upon
arrival of the guests, and expansions are discussed in the following lessons:




Lesson 2.1 – Welcome and Greet Guests
Lesson 2.2 – Seat Guests
Lesson 2.3 – Take Food and Beverage Order
Lesson 2.4 – Liaise between Kitchen and Dining Room Area
After going through this module, you are expected to:
1. Acknowledge guest as soon as they arrive at the restaurant;
2. greet guests with an appropriate welcome;
3. check details of reservation based on established standard policy;
For you to achieve the objectives of this module, here are some steps to
follow:
1. Reading is the key and following instructions carefully will help you
comprehend each lesson well.
2. Take note and record points for clarification.
3. Do the activities to fully understand the lessons.
1
4. Answer the self-check to monitor what you already learned in each
lessons.
5. Answer the posttest.
6. Check your answers in every test against the key to correction.
Being familiar with the following terms will help you get the most from this
module:
Terms
A La Carte Menu
Banquet
Breakfast Menu
Booster seats/booster
cushion
Complementary Drinks
Computerized Control
System
Customer/ Guest
Cycle Menu
Degustation Menu
Duplicate docket
system
Du Jour Menu or Daily
menu
Electronic Order Pad
Floor Plan
Definition
Multiple choice menu in which each item is
listed down in specific sequence which is priced
individually.
A formal and extravagant meal for many
people, usually followed by speeches.
Fairly standardize menu that includes juices,
cereals, eggs to order, breakfast meat like bacon,
sausages or ham, waffles, and pancake.
A chair intended for children.
Free drinks offered to guests once they
arrived or are seated.
A docket system that is widely used in
restaurants, residential hotels, and large
establishments where orders are entered by
waiters at one terminal or more.
A person who buys products and services
offered in the restaurants.
Set of dishes or menu items that are
different for each day or week during a cycle.
“Chef’s tasting menu”, this type of menu is
described as “showcase the chef’s flair for
combining flavors and textures”.
A traditional manual system which can be
preprinted, often used in medium and large- sized
hotels and restaurants with a limited menu.
“Du Jour” a French term means “dish of the
day”, which restaurants used available seasonal
ingredients to prepare the freshest food possible
for the day; e.g. “Soupe du jour” means soup of
the day.
An order entry tool which provides all the
items in the menu list to take note of the
customers’ order quickly.
2
Receptionist/Hostess/
Host/Maître de Hotel
Lunch Menu
Menu Board
Point of Sales (POS)
Equipment
Reservation
Static Menu
Table D’ hôte
Waiter
It is the lay-out of the restaurant, in which
the receptionist can view the tables occupied by
the guests and those which still vacant.
The first person who greets and welcomes
the guests in a restaurant.
Composed mostly of light and informal
meals like sandwiches, salads, and soups.
A board where the menu is posted on and
placed outside a restaurant primarily to attract
tourists.
A digital order entry technology that is used
to capture orders, record data, and display or print
tickets.
An act of making prior arrangement in a
restaurants.
Most common type of menu or predetermined menu that does not need to change
every day.
French phrase which means “host’s table” it
offers one or more variants of dish for fix prices.
A person who serves food and beverage.
What I Know
Pre – Test
Direction: Read the following test items carefully and choose the correct
answer from the given choices, write your answer in your activity notebook.
1. What is the most important factor to show in greeting guests?
A. Price
B. Ambiance
C. Smile
D. Status
2. A couple entered the restaurant, however, all the tables were already
occupied. As a receptionist, what will you say to the couple?
A. “My apology sir/ma’am but all seats are occupied at the moment. Would
you like waiting at the lounge and I’ll call the moment we have a table
available for you.”
B. “My apology sir/ma’am but all seats are taken at the moment. Would
you mind waiting at the lounge for five minutes and I’ll call the moment
we have a table available for you?”
3
C. “I’m sorry sir/ma’am, we are fully occupied”
D. “I’m sorry sir/ma’am but all seats are full at this moment, would you like
to have a drink while waiting?
3. What other way can you do towards a guest who claims a confirmed booking
when in fact they never made one?
A. Decline the guest form dining in your restaurant and notify that they
have not created one
B. Apologize profusely, and offer another session of a meal if and only if
you have vacancy
C. Honestly inform the guest that you are into computerized system a no
results were found under their name
D. Adopt the stance that says “If we can’t find your booking, you didn’t
make one
4. How else can you do to accommodate a walk in guest that arrives in your
restaurant at earlier time and wants to dine in your restaurant even if you are at
full house status at twenty one hundred hours?
A. Offer some bar service towards your guest while waiting in the lounge
and inform them whenever a table is already available
B. Decline the guest for a dining experience in your restaurant, instead
transfer to your nearby sister establishment
C. Ask whether they could be finished by 8:45 pm so you can re-set it for
the reserved guest
D. Create another time schedule for guest reservation and transfer them to
nearby restaurant
5. How else should you state an acceptable standard spiel when asking the guest
table approval before seating?
A. Do you want this seat ma’am/sir?
B. How about seating here ma’am/sir?
C. Will this table be alright for you ma’am/sir?
D. Is this table okay ma’am/sir?
6. What is the shape of the napkin after successfully draping on the lap of each
guest?
A. Square
B. Diamond
C. Rectangle
D. Triangle
7. What could be done by a certain restaurant staff to maximize sales before the
actual order taking?
A. Individually distribute menus to guests
B. Offer the drink list with the host after seating
C. Utilize suggestive selling during order taking
D. Ask guest water preference after seating
8. How do you call the price list of food and beverage items available in
restaurants?
4
A. Menu
B. Food List C. A la carte
D. Table d hotel
9. Which of the following choices best describes the event where can you utilize
prix fix type of menu?
A. Normal day to day dining
C. Banquet Functions
B. Restaurants
D. Hotels
10. Which of the following choices is UNLIKELY to describe the purpose of taking
food orders?
A. Informs the kitchen or bar staff of the order
B. Informs the service staff of any changes needed to the cutlery
C. Identifies who is eating or drinking the items ordered
D. Provides the basis on which are VIP and regular guest
11. Where should a waiter position himself in order taking?
A. Center of the table
C. Left side of the host
B. Right side of the host
D. Corner of the table
12. What should be suggested to a guest after ordering the main course?
A. Appetizer
B. Soup
C. Wine
D. Cocktail
13. Defined as to establish working relationship, typically in order to cooperate
between the kitchen and the dining area.
A. Liaising
C. Taking orders
B. Liaise
D. Placing Orders
14. It is the computer-based order entry technology that restaurants used to
record data, enter orders, and or display and print tickets.
A. Personal Office System
B. Price of Sale
C. Point of Sale equipment
D. Price Office System
15. Which of the following is the traditional manual system that is often used in
medium and large sized restaurants?
A. Triplicate Docket System
B. Duplicate Docket System
C. Electronic Billing System
D. Computerized System
5
What’s In
You are done with the basics in dining management during the previous
module. You already mastered the procedure on taking table reservation,
familiarized the different cutleries, tableware and glassware necessary for service.
Different table napkin folding and table skirting design and procedures were
already attained and acquired. In this module, your communication skills will be
enhanced because you are going to deal with the ways to handle guests in the
dining area.
What’s New
Lesson 1 – Welcome and Greet Guests
Have you experienced dining in a restaurant? If no, have you watched a
movie which the casts dine in a cozy restaurant? What did you observe in the
setting?
When customers arrived, it is the responsibility of the service staff to
promptly meet them with a smile and an appropriate greetings at the door. First
impression lasts, they say, that’s why welcoming and greeting the guests is equally
important as having a meal itself. If the impression was not good enough, it will
affect the dining experience and may not be a potential repeat customer, and that
is a big no in the business industry.
Activity 1.1 Welcoming and Greeting the Guest Procedure
Direction: As you read, fill in the graphic organizer below regarding the process on
how to welcome and greet the guest appropriately.
The person who welcomes and greets upon the arrival of the guests is the
receptionist, also known as host or hostess. The receptionist must set the positive
6
mood and ambience of the diners to enjoy their dining experience. It can be
achieved if the receptionist wears his/her best smile, enthusiastic but respectful
since he or she is the first contact of the guests. Remember that customers like to
be pampered, and they should always be treated with importance. In addition, the
welcoming and greeting of the guests upon arrival can also be done by the head
waiter.
What is It
Welcoming and Greeting Guests Procedure
1. Acknowledge guests as soon as they arrived at the restaurant. When the guests
arrive, open the door. Walk towards the guests, make a pleasant eye contact,
and welcome them with an appropriate greetings. If it happens that you are
busy with another guests, acknowledge the new guest by making eye contact
and say;
“I’ll be right back with you.” Or simple hand gesture or smile will do.
2. Greet guests with an appropriate welcome.
Welcome guests with an appropriate greetings according to their gender, and
time of the day. Address them with the appropriate greeting for the time of the
day as follows,
00:00—11:59 – “Good Morning”
12:00 – 06:59 – “Good Afternoon”
07:00 – 12:59 – “Good Evening”
Say:
“Good morning/afternoon/evening, Sir/ Ma’am, welcome to OHSP
Restaurant (name of the restaurant).
*Note that, by greeting them with their names, it would let them feel that they
are important.
Say:
“Good morning/afternoon/evening, Mr. _________ or /Ms.
____________, welcome to OHSP Restaurant (name of the
restaurant).
3. Checking reservations.
 Politely ask if they have reservation, if they do, ask the guest’s name
in the reservation list and guide them to the reserved table. Make
sure that their table is prepared in advance.
Say:
“Good morning/afternoon/evening, Mr. _________ or /Ms.
____________, welcome to OHSP Restaurant (name of the
restaurant). Are we holding any reservation from you?
7
Or
“Good morning/afternoon/evening, Mr. _________ or /Ms.
____________, welcome to (name of the restaurant). We have
prepared a nice table for your party. This way please.
 Another situation is, if the guest doesn’t hold any reservation. The receptionist
must ask how many are dining and ask their preferred section in the dining
room/restaurant. (e.g., smoking or non-smoking room, near the window, corner
table, among others).
“How many are we expecting in the party, sir/ma’am?
 The receptionist will also hold them for a moment to check if there are still tables
available. In case all tables are already occupied, politely inform the guest and
ask them if they can wait at the lounge.
 If the guests will wait at the lounge, they should be informed about the length of
waiting time or period honestly, to avoid bad impression from the guests. Explain
to the guests that there will be a table ready in the few minutes or the table are
currently being cleared and set.
 If you anticipate a long waiting time period, the receptionist may offer
complimentary drinks and lead them to a place where they can wait comfortably.
Say:
“My apology sir/ma’am but all seats are taken/occupied at the moment.
Would you mind waiting at the lounge and/or bar area for five minutes
and I’ll call the moment we have a table available for you?”
Don’t just say;
“I’m sorry we are full at the moment”.
Special needs customers
Guests may also have a special needs and simple observation will identify
many of these. Don’t wait to be asked if you think there is a special need, be
proactive and offer it to the guests. These special needs are currently include but
not limited to:

Easy access to the guests table because of a disability.

A booster seat/high chair for infants.

Warmer equipment of a bottle for babies.

Appropriate food for those with special dietary needs as indicated in the
reservation information.

Privacy for romantic couples, and business people – to the best extent
possible.
Offering pre-meal services
As and when circumstances dictate, or opportunities present themselves
like all tables have already been occupied, pre-meal services can be offered
to guests. These services include but not limited to:
 Bar service – it may be appropriate to offer guests the bar services before they
go to their table and/or while waiting for a vacant ready table.
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 Lounge and waiting areas. This saves the guests from possible
embarrassment, and rather, demonstrates excellent customer service and
indicates that you are tuned in to individual needs. You can offer the
customer something to read while they patiently waiting.
 Valet services. Common services available for guests include but is not limited
to valet parking, car retrieval, car rental, booking of tickets, and arranging of
taxis to guests.
What’s More
Below is a sample spiel about welcoming guests, complete the missing
information, familiarize the sequence and try to practice it in front of the mirror.
WELCOME/GREET GUESTS (RECEPTIONIST/HOSTESS)
Receptionist:
Good morning, evening, afternoon Sir/Ma’am or Mr.
_________ or Mrs. _______, welcome to Open High
Restaurant. Are we holding any reservation from
you?
- If YES
Receptionist: (Under the name of) sir/ma’am we have prepared a very nice
table for you, this way please….will this table be alright with you sir/ma’am?
- If NO (Note: check the floor plan first, if there are still table available,
say :)
Receptionist: May I suggest a table for you?
Guest:
Yes please.
Receptionist: This way please.
 Then the guest follows the receptionist/hostess while you lead
with one step ahead and carrying with you already the menu and drink
list professionally.
Receptionist: Will this table be alright with you sir/ma’am?
Another Scenario which the guest doesn’t hold any reservation:
- Upon checking into the floor plan and there’s no table available, say:
Receptionist: I’m sorry sir/ma’am but all seats are occupied at the
moment. Would you mind waiting at the lounge for five minutes and I’ll
call the moment we have a table available for you?
This is also the right time to offer the pre-meal services like bar area,
lounge and valet services, not just to increase sales but also to
demonstrate excellent customer service.
Guest:
Alright, I’ll be waiting at the bar.
Before the guests are seated:
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Receptionist: Will this table be alright with you? I’m sure this could be a
nice area for dining ma’am/sir as you can witness here the sunset while
dining.
Activity 1.2 – The Restaurant’s Receptionist
Perform the role of a Restaurant’s Receptionist/ Host/Hostess as you
welcome and greet guests in the following situations.
Situation 1:
Mr. De Guzman was newly appointed Chief Executive Officer in the company
he served in. He planned to celebrate his promotion together with his family, close
friends, and colleagues at Open High Restaurant. He made reservation via
telephone two days before the party and Mr. De Guzman requested for a booster
seat for his 2 year old baby.
Your performance will be rated using the rubrics below:
Criteria
Excellent
(5 pts.)
Guests are
Acknowledge as
soon as they
arrive.
Guests are
greeted with an
appropriate
welcome.
Details of
reservations are
checked base on
established
standard policy.
Very
Satisfactory
(3 pts.)
What I Have Learned
10
Satisfactory
(2 pts.)
Needs
Improvement
(1 pts.)
Total
Congratulations! You are almost done with the lesson. For the teacher to
assure that you apprehend the lesson well, in your activity notebook, write at least
5 sentences on what you capture about the lesson.
___________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
What I Can Do
Write a spiel following the situation below, apply what you have leaned, and
put your spiel in your activity notebook.
A group of young lady decided to dine at Self-Check Restaurant without prior
reservation. Unfortunately, as the Receptionist check the floor plan, it was found
out that there were no tables available at the moment. As a receptionist, what best
move will you do?
Your write up will be rated using the rubrics below:
Criteria
Guests are
Acknowledge as
soon as they
arrive.
Guests are
greeted with an
appropriate
welcome.
Details of
reservations are
checked base
on established
standard policy.
Excellent
(5 pts.)
Very
Satisfactory
(3 pts.)
11
Satisfactory
(2 pts.)
Needs
Improvement
(1 pts.)
Total
Lesson
2
FBS: Seat the Guest
What I need to know
We are now on the next lesson, good job! After going through this lesson,
you are expected to:
1. Utilize tables according to the number of party or person.
2. Seat guests evenly among stations to control traffic flow of guests in the
dining room.
3. Open cloth napkins for the guests when applicable.
4. Serve water according to the standards of the food service facility.
5. Present the menu to the guests according to the establishment’s standard
practice
What’s In
We have already capture the previous lesson about how to properly
welcome and greet guests according to standard procedure. The proper character
of a waiter in welcoming and greeting the guests was also emphasized. We are
now ready to the next lesson, let’s now learn and enjoy.
What’s New
Seating the Guests and Presenting the Menu
Many hotels or restaurants may have a different standard to greet their
guests according to establishment procedure. There is commonly a simple
sequence of events that may occur when a guests enters a restaurant. This
sequence is called the 'meet-greet-seat' sequence, which means that you first meet
the guests, then greet them and finally, show them to their seats.
Activity 2.1 Seating the Guest Procedure
Direction: As you read, fill in the graphic organizer below regarding the
process on how to seat the guest.
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What is It
The manner on how customers are seated should contribute in making
favorable impression, courtesy and care should always be present. Different
seating plan should be made for different types and number of guests.
Considerations should be given to customers with the following preferences:
a. Smoking or non-smoking areas.
b. Customers with small children- should be seated in the corner or wall
side.
c. Customer with special physical needs- should be positioned close to the
hostess station as possible.
d. Customers with communication difficulties- should be positioned close
to the hostess station as possible.
Escorting and Seating the Guest Procedure
1. Escorting the Guest
 From the reception area, receptionist will lead the guests to their table.
Once the table is available, accompany them immediately to the table
with hand outreach to the direction where you are heading to and palm
open.
 Do not walk too fast and walk little ahead when escorting guests to
the table. Be considerate of elderly or handicapped guests.
Say:
“This way ma’am/sir”.
2. Seating the Guest
As a receptionist or Maitre D’ Hotel, you have some consideration to follow
when assigning tables to customers, and this will make them appreciate and
enjoy the dining experience in the restaurant. These considerations are as
follows:

Accommodate guests’ preferences like smoking or non-smoking,
pool side, window, terrace, etc. whenever possible. If ever the table
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





they wanted is already occupied, apologize and offer what is
available.
Another is the number of guests in the party. Position them where
they have enough space to sit on.
For guests with small children, put them on the corner or wall side.
Don’t forget to offer booster seats for the small kids to be seated.
For the couples, assist them to the seat with the best view.
Customer with special needs like senior citizen and person with
disability should be seated as close to the hostess station as
possible. Offer assistance without seemingly overbearing and avoid
drawing unnecessary attention to them.
Ladies must always be seated first and against the wall if any, pull
out the chairs for them if they let you, push the chairs gently after they
are seated.
For the groups where there is a host or hostess, or where there are
assigned seats for the guests, it is customary to seat the host/hostess
last.
Before the guests are seated,
Ask: “Will this table be alright for you? I’m sure this could be
a nice area for dining ma’am/sir as you can witness here
the sunset while dining”
Then endorse guests to the captain waiter. The hostess/ receptionist
leaves the table once the captain waiter or the waiter approaches the
guests’ table. If the waiter of Food and Beverage Services Attendant (FBSA)
is not yet available to attend to the guests;
Say:
“The waiter will be with you shortly”.
3. Unfolding of Table Napkin
When the guests are already seated Food and Beverage Service
Attendant/waiter will unfolds the napkins and gently places them on each of
the guests’ lap if they let you.
If the guests allow you, from the right-hand side of the guests, remove
the napkin that has been provided as part of the setting. Unfold it into a
triangular shape and drape it across the guest’s lap without touching any
body parts of the guest. Laid napkins should be pointed side facing away
from them. Note that some guests will prefer to place their own napkin, so
be aware of the guests’ body language at all times, and certainly don’t force
this service on anyone.
A comment such as “Excuse me ma’am/sir, may I unfold the table napkin
for you?” may be appropriate.
4. Waiter Takeover and Serving Water
The captain waiter/waiter should be well groomed, s/he should stand
erect, make a pleasant eye contact as s/he welcomes the guests to the
14
restaurant, depending on the establishment’s standard policies. Reading
the guests’ comfort level and perhaps the occasion helps personalize and
adjust service to the specific needs of the party.
In serving water, waiter should be at the right side of the guests. Pour
water in the water goblet ¾ full.
Say: “Hi I am (name), I will be your waiter for tonight. Here’s your water.
Please let me know if there is anything I can do to make your dining
experience more pleasurable”.
5. Presenting the menu card
After serving the water, the waiter will excuse his/herself to get the
menu card. In presenting the menu card, it should be on the right hand side
of the guests. If it’s a booklet type, menu should be handed open in a right
side up position.
Say: “Excuse me ma’am/sir here is our menu card for your food selection.
Please take you time to read the menu and I’ll be back to take your order
whenever you are ready.
6. Serving of Bread
After presenting the menu, you may suggest or ask the guest if they
want to have their bread, after hearing the guests’ response, excuse
yourself and tell them you’ll be back with the bread.
When serving bread, present the bread o the guest and served it the
left side hand of the guests where the bread and butter plate is placed. Do
not cross over to the guests.
Say:” excuse me ma’am/sir, here is your bread. Please call me whenever
you are ready to order.”
Now you are done with the sequence, and here are some helpful tips on seating
the guests.





When one or two people is dining in a restaurant do not use the four-seat
table if possible, unless there are no other table available.
Young couples prefer quite corners with good view.
Loud, noisy parties may be placed in private rooms or towards the back of
the dining room to avoid disturbing other guests.
Should the guests request for a specific location, try to accommodate
him/her.
In seating the guests, assist the ladies first, followed by the gentleman, and
the host/hostess last. If in case there are children in a group, they should be
assisted first.
Note:
1. When your guest carries some bags or wears heavy jacket during winters,
offer assistance especially for girls upon suggesting tables.
15
2. While leading your guest to their table, make sure that you’re already
carrying the menu and drink list professionally with your one hand and
another hand half wide open to lead the guest where you are heading to.
What’s More
Activity 2.2 – The Restaurant’s Receptionist
Direction: Portray the scenario below. You may ask a member of your family
member to practice it with you.
Scenario #1:
You will going to portray as the Restaurant’s Receptionist. You will going to
escort a couple. As a receptionist, you will going to perform your task in seating
your guests to their table and introduced the captain waiter/waiter to them.
Your performance will be rated using the rubrics below:
Criteria
Excellent
(5 pts.)
1.
Escort and seat guests
according to table
allocation.
2. Utilize tables according to
the number of party or
person.
Very
Satisfactory
(3 pts.)
Satisfactory
(2 pts.)
Needs
Improvement
(1 pts.)
3. Details of reservations are
checked base on Seat
guests evenly among
stations to control traffic
flow of guests in the dining
room.
4. Open cloth napkins for the
guests when applicable.
5. Serve water according to
the standards of the food
service facility.
6. Serving bread according to
the standards
What I Have Learned
Congratulations! You’re almost finish with this lesson. For the teacher to
assure that you apprehend the lesson well, in your activity notebook, write at least
5
sentences
on
what
you
realize
about
the
lesson.
16
Total
________________________________________________________________
________________________________________________________________
________________________________________________________________
What I can Do
Write a spiel following the situation below, apply what you have leaned, and
put your spiel in your activity notebook. Let’s see how you’ll deal with the given
scenario.
There is a family composed of 6 members, 2 elders, a couple, a toddler and
a 1 year old baby. They don’t have any reservation, and the dining area is full at
the moment. As soon as the table is available, the couple doesn’t like the table. As
a receptionist/waiter what will you do?
Criteria
7.
Escort and seat
guests according
to table allocation.
8. Utilize tables
according to the
number of party or
person.
Excellent
(5 pts.)
Very
Satisfactory
(3 pts.)
9. Details of
reservations are
checked base on
Seat guests evenly
among stations to
control traffic flow
of guests in the
dining room.
10. Open cloth
napkins for the
guests when
applicable.
11. Serve water
according to the
standards of the
food service
facility.
12. Serving bread
according to the
standards
17
Satisfact
ory
(2 pts.)
Needs
Improvement
(1 pts.)
Total
Lesson
3
FBS: Take Order
What I need to know
We are now on the third lesson of this module, keep it up! After going
through this lesson, you are expected to:
1. Take orders completely in accordance with the established standard
procedure.
2. Note special request and requirements accurately.
3. Repeat orders to the guests to confirm items.
4. Provide and adjust tableware and cutleries appropriate for the menu
choices in accordance with established procedure.
What’s In
You were taught how to seat guests in the previous lesson. You were also
guided with the sequence of events once the guests are already seated. We are
now on the next lesson of this module, I hope you learn as you go through the
module, you’ll learn and have fun. Good luck!
What’s New
Activity 3.1 - #Throwback
Take a flash back during the time you were in a fast food chain like Jollibee
or simple kalenderia, what are the events usually happening as you order your
food? What are your observation to the one who tend to you? Using a hashtag,
take note of your observation with a short description, as many as you can.
___________________________________________________________
________________________________________________________________
________________________________________________________________
_______________________________________________________________.
18
What is It
Lesson 3.1 – The Menu
The kind of menu that the restaurant uses, determines the type of service it
offers. Menus can also be made according to the need of each establishment or
according to the function of the meal, but in the end, it is important to understand
that a restaurant menu can be done in two ways: individually priced or at a set
price for a complete meal.
The Menu is a price list of food & beverage items available in Food &
Beverage outlets. It helps the guest to select what they like to eat and drink.
Depending on the establishment and the occasion, the menu may be plain or
artistic in its presentation, possibly with a description of how it is prepared.
Types of Menu
A la carte
A la carte means a multiple choice menu in which each item is listed down
in specific sequence with individual price. The food in prepared in this kind of menu
is a semi-prepared form and takes time to prepare
Table d’hôtel
In short, the meaning of table d’hôtel is “table of the host”. It refers to a menu
of limited choice, is kept in fully prepared form, and which is planned in advance
for specific functions. In this type of menu, each dish is not individually priced but
the complete meal is sold to the guest for a fixed price.
Other Types of menu
Static Menu common type of menu and does not change every day.
Dinner Menu more elaborate as guests have more time and leisure in
eating. Further, alcohol beverage is essential in this kind of menu.
Children Menu typically food children loves to eat. Burgers, fried chicken,
spaghetti and the like is present in this kind of menu.
Breakfast Menu usually used in room service, consist of continental and
American breakfast.
Board Menu typically used by cafés, it is usually place at the top of order
area, written in a board for customers’ convenience.
Du Jour Menu “Du Jour” a French term means “dish of the day”, which
restaurants used available seasonal ingredients to prepare the freshest food
possible for the day; e.g. “Soupe du jour” means soup of the day.
19
What’s More
Let’s Try Activity 3.2! - As you read, you discover information about the
different types of menu. Use a Venn diagram below to see the similarities and
differences of these types of menu.
Lesson 3.2 – Order Taking
You’re already acquainted with the different types of menu, this time you will
be dealing with the sequence of events in terms of taking guests’ food orders.
There are few important points that the waiter needs to remember:





Make sure menus are updated and clean while you hand it over to the guests.
Hand it to the guest, do not put it in the table. If menu is a booklet type, open
it, if it’s not a booklet type hold it in an upright position.
Prior in taking order, do not forget to ask the guests if they have any special
dietary requirement.
Be alert, focused, and attentive, do not forget your order pad and pen or
pencil. It is where you’re going to record the order.
Lastly, make sure to be knowledgeable about the menu.
Order Taking Procedure
1. Approach the guests and stand in Say: Excuse me ma’am/sir, may I take
your order now? But before that, may I ask
the right hand side of the guest.
if you have any special
requirement, or allergies?
dietary
In taking order, follow the sequence
2. Take the Food Order.
The four major component that you C,E,L,G,H (Child, Elders, Ladies, Gents,
need to record are Table number, and Host)
Number of covers, item ordered, and
Servers name/signature.
a. Take effort to sell a complete meal,
3. Upselling/ suggestive selling
make suggestions that are suited
to the age, taste, and needs of the
guests.
b. If the order is out of stock, suggest
appropriate
alternatives
or
substitute, do not just say, not
20
available on the moment and or
make the guests wait.
a. Egg, “how would you like the egg
4. Ask the guests how he wanted
done sir?”
his/her dish to be prepared, this is
b.
Steak,”
“how would you like the
mostly applicable but not limited to:
steak
done
sir? Rare, medium rare,
a. Egg
or well done?
b. Steak
5. When the guests is done ordering, Say: May I repeat your order, __________.
Did I get your order right ma’am/sir?
REPEAT his/her order.
Say: Your order will be served within 30
6. Indicate the time of serving
7. Place your order to the kitchen
8. The Plus Minus Technique
min. would that be alright with you
ma’am/sir?
Excuse yourself, but before leaving, tell
guests that you are just in your post
whenever they need anything.
Adjust the cover according to the guests’
orders. Which means removal of the
unnecessary table appointments of
courses that have not been ordered, and
add those which are included otherwise.
What’s More
Let’s Practice Activity 3.3! - As you read, you determine the steps in order
taking procedure. Using the graphic organizer below, fill in the appropriate spiel of
the order taking process. Your work will be rated using the rubrics below:
f
f
Order
Taking
Procedure
Criteria
1. Orders are taken
completely, in
accordance with the
Excellent
(5 pts.)
Very
Satisfactory
(3 pts.)
21
Satisfact
ory
(2 pts.)
Needs
Improvement
(1 pts.)
Total
establishments’
standard procedure
2. Special needs and
requirements are noted
accurately.
3. Suggestions and
upselling were carried
out.
4. Orders are repeated
back to the guest to
confirm items
5. Adjust tableware and
cutleries appropriate
for the menu choices in
accordance with
established procedure.
What I Have Leaned
Let’s sum it up together!
Below are the important points in this lesson, as you notice, there are
missing word to make the statement complete. In this matter, you need to fill in the
appropriate answer to make the statement acceptable. Simply write the correct
statement in you notebooks. Enjoy!
1. A la carte means a multiple choice menu in which each item is listed down
in specific sequence with _____________ price.
2. A _____________ helps the guest to select what they like to eat and drink.
3. Prior in taking order, do not forget to ask the guests if they have any
special_________________.
4. The four major component that you need to record are____________,
Number of covers, ____________, and ___________ name/signature.
5. Adjust the cover according to the guests’ orders is called ___________.
What I can Do
Activity 3.4 – Order Taking Procedure
Direction: Portray the scenario below. You may ask a member of your family
member to practice it with you.
Scenario #1: You will going to portray as the waiter, your guests is ready to
order. The table composed of a couple with a 7 year old child. The wife is
allergic of peanuts, how are you going to manage the situation.
22
Your performance will be rated using the rubrics below:
Criteria
1. Orders are taken
completely, in
accordance with the
establishments’
standard procedure
2. Special needs and
requirements are noted
accurately.
Excellent
(5 pts.)
Very
Satisfactory
(3 pts.)
3. Suggestions and
upselling were carried
out.
4. Orders are repeated
back to the guest to
confirm items
5. Adjust tableware and
cutleries appropriate
for the menu choices in
accordance with
established procedure.
23
Satisfact
ory
(2 pts.)
Needs
Improvement
(1 pts.)
Total
Lesson
4
FBS: Liaise between kitchen
and dining area
What I need to Know
We are now in the last lesson of this module, good job! You are almost
done in this module, way to go buddy! At the end of this module, the you are
expected to:,
1.
2.
3.
4.
5.


Check tables ware for chips, marks, cleanliness, spills, and drips,
Carry out plates and trays safely,
Place and send orders to the kitchen promptly
Relay information about special requests of the guests; and
Apply manual system in taking order.
What are the sequences on setting the guests?
What is the last thing to do after the customer have eaten in the restaurant
before beading goodbye?
Liaise is to establish relationship or connection of work specially in ordering
system to cooperate and have mutual concern inside the establishment. In food
service industry, coordination between kitchen and restaurant area is important
especially on busy days where the large demand for a certain menu that cause
longer time to prepare. It is the duty of waiter or food server to advise the guest’s
specific time that the foods will be prepared.
24
New and existing restaurant owners will always got to continue so far on the
newest restaurant technology. Deciding what restaurant technology to use in your
restaurant and what technology to not use are often a challenging task. This article
will check out what the essential and most vital restaurant technology is for
restaurants and then take a glance at what I call optional technology. There are
several categories of restaurants. Each category of restaurant will need certain sort
of technologies while some technology is important for all categories of restaurants.
Here are the technologies that each restaurants must have
Operating ordering systems
All transactions should be undertaken within establishment guidelines relating to:
1. Honesty and integrity. Guidelines cover policy like not charging for items
that weren’t delivered or not charging person X for something that person Y
received
2. Accuracy – checking all entries, extensions, additions and other
calculations to make sure that the customer isn’t overcharged and that the
venue captures all the revenue to which it is legitimately entitled
3. Speed – ensuring that accounts are compiled and presented in a timely
manner according to honesty and accuracy. Never sacrifice accuracy for
speed.
4. Explanation and outline of charges. This should detail fully the nature of
all charges so that no confusion or suspicion about charges exists
5. Customer service – treating customers with the courtesy they merit in
reference to the taking of the order, processing of the order and presentation
of the account for payment.
Types of System Use:
1. The manual system
Dining order systems can vary greatly.
The type used largely depends on individual establishment’s preferences
supported on matters such as:
 Their previous experience with using an ordering system – including
evaluation of how existing systems are performing
 The number of orders processed – bigger numbers may encourage the
establishment to use an electronic system
 Skills of staff and thus the supply of skilled staff – most premises dislike
having to train staff.
25
Below is an example of an easy to read food docket: note how each person has
been numbered to identify their meal selections.
Figure: 1 Manual Ordering System
Date
Table No. 5
Quantity
Server: Kweeny
No. of Covers: 5
Item
1 Squid Tempura
5 Garlic Rice
1 Tuna Sisig
1 Shrimp Sinigang
1 Tuna Belly
Types of manual docket system:
i.
Triplicate docket system- traditional manual system that is often used in
medium and large sized hotel and restaurants
 Table number
 Number of cover
 Date
 Waiters signature
*any cancellation should be countersigned by the supervisor.
ii.
Duplicate docket system- used in small, informal type of restaurant. Usually
known as carbon copied system.
*other copy is used for billing purposes for the preparation of the
billing.
.
2. Software applications
This computerized system enables electronic management of food and
beverage orders.
A main terminal enables data input to the system. This data comprises the
menus for all the restaurants attached up to the system, alongside prices of every
item. This information might be input by the F & B Manager or receptionist.
Each outlet has its own terminal that displays the menu. This is a touch
screen as there’s no keyboard kind of traditional computer. Printers are an integral
part of a system and that they are present in each of the food outlets, as well as in
the kitchen.
As an order is taken by waiting staff, the order is entered into the system,
via the POS terminal. A ‘table tracking’ facility is activated in order that dishes are
often added to the initial order, and tracks are often kept of the order for the
nominated table number.
26
The system also features a facility for every table to possess seat numbers
assigned to their particular order.
The order is then sent to the specified service point, which can normally be
the kitchen and should include the bar. The order is printed call at restaurant area,
detailing not only the things required, but also the table number, time as well as
name and/or number of the waiter/s.
Orders may be changed as guests change their minds, or as other
circumstances dictate.
Food and beverage orders are often entered at just one occasion, or using
the table tracking facility, separately by different waiters.
Items that have been incorrectly entered can be deleted and items can be voided.
Both food and beverage are often added to the account during the meal.
Entering a dish or a beverage automatically triggers the designated price.
When the guest requests their account, the system enables printing of their
bill. Various adjustments are often made to the account enabling discounts and
vouchers to be used.
Figure 2 POS System
POS capabilities:







Act as register as well as computer.
Calculate cash due.
Record payment method.
Keep track of the cash in cash drawers.
Create sales report.
Keep track of menu items sold.
Track inventory.
27
*POS system add convenience, accuracy, and save time in busy
situation.
Types of Software System
i. Electronic Payment – This is the ability for a restaurant to accept credit card,
debit cards, gift cards and mobile payment options. Restaurants that don’t
have this technology will miss out on 80% or more of potential sales. There
are exceptions to this rule. The main exception is food trucks and smaller
cash only businesses in busy areas and street vendors. For the vast
majority, a payment system is essential for a business.
How to use electronic billing machine:
Enter waiter’s identity code.
Place the orders on the machine.
Press the food and beverage button and enter the amount that was paid
off.
 Press enter.
 The machine will print out the receipt.
ii. Network – This represents the technology to enable computer devices to talk
to each other and the internet. This is probably the most overlooked piece
of technology in a store but one of the most important. If the network goes
down or is not available, it can have negative consequences to the store.
This next set includes technology that is highly recommended to enable a
more profitable store.
iii. Inventory Management System – This is a system that will track inventory
levels, cost of inventory and help the store keep the necessary inventory in
stock without over stocking. Many POS systems for restaurant will offer a
basic inventory solution but usually these solutions are very basic and lack
the key features. One of the most important features of an restaurant
inventory management system is keeping track of the inventory costs,
looking at inventory levels to prevent out of stock and enabling automated
inventory orders. Inventory management could also be done manually.



iv.
Digital Menu Boards – This technology enables the menu in the stores to be
displayed on screens instead of the traditional printed material. This
technology has advantages in that it will reduce costs of the printed menus
and reduce the labor to change, manage and send the printed menus. This
technology is most useful for fast casual and quick serve restaurants where
there is not wait staff. Digital Menu Boards are good for restaurants that
change the menus often, but still most restaurants used menu cards or
books to be given on the guests upon arrival.
28
Whats More
Activity 4.1
Direction: Read the following items carefully and choose the correct answer from
the given choices. Encircle the letter of the correct answer.
1. It is the guidelines cover policy such as not charging for items that were not
delivered or not charging person X for something that person Y received.
A. Speed
B. Accuracy C. Honesty
D. Customer service
2. What detail fully the nature of all charges so that no confusion or suspicion
about charges exists.
A. Speed
B. Accuracy C. Explanation
D. Customer service
3. What checks all entries, extensions, additions and other calculations to make
sure that the customer isn’t overcharged and that the venue captures all the
revenue to which it is legitimately entitled.
A. Speed
B. Accuracy C. Honesty
D. Customer service
4. Treating customers with the courtesy they merit in relation to the taking of the
order, processing of the order and presentation of the account for payment.
A. Speed
B. Accuracy C. Honesty
D. Customer service
5. This computerized system enables electronic management of food and
beverage orders.
A. Software System
B. Manual System
C. POS System
D. F and B System
29
Activity 4.2 - Liaise between kitchen and dining area.
Scenario: You have two system used in your restaurant the duplicate docket system
and manual system in taking order. You have 2 guests who arrived and ordered the
following foods. How will you
fill out the manual docket with
the following details:
Number of cover: 2
Date: 1/29/2020
Food items:
2 bowl bulalo
2 cup rice
1 order pizza
2 glasses orange juice
1 slice of biko
Date
Server:
Table No. 5 No. of Covers:
Quantity Item
30
What I have Learned





Food servicing starts with welcoming the guest. In greeting the guest,
always wear a smile and establish eye contact. Approach the guest, look at
each one, greet them with a smile and mention their name (if known)
When Escorting and seating the guest, walk a little ahead of them to their
table. Endorse them to the captain waiter and assist them in getting seated.
When presenting the menu, approach the guests on their table, stand on
the RIGHT SIDE, introduce yourself to the guest, and hold the menu card
at the bottom facing the guest if it’s an open type of menu. Open it to the
specialty of the establishment or the menu of the day. If not, hold it the upper
portion with the cover facing the guest.
When Taking orders Approach the guests table, stand on the right side with
the note pad and ballpoint pen on your hand. Ask customers if they are
ready to order. Take the order beginning the ladies, then the gentlemen
and lastly the host.
Restaurant Technology is very important when it comes to maintaining
connection between restaurant and kitchen. It’s one way to help them to
have understanding on the whole operation that is happening.
31

Assessment
Direction: Read the following test items carefully and choose the correct
answer from the given choices, write your answer in your activity notebook.
1. What attitude must be possessed by a waiter in observing and/or attending
guest’s special needs to let them feel a warm and sincere welcome?
A. Quiet
B. Proactive
C. Discreet
D. Obsessive
2. Which of the following choices supports the appropriate action that must be
taken by a waiter upon checking a surprise birthday cake with the host?
A. Checking obviously upon greeting
B. Confirm discreetly elsewhere
C. Announce clearly at the table
D. Openly inform at the table
3. Which of the following choices is the BEST recommended spiel to welcome
and greet guest on arrival?
A. Welcome to our grand restaurant night, it is a night for you to
remember!
B. How are you today ma’am, Isn’t it cold today. Do you have
reservations?
C. Good morning Ma’am, how are you today? Are we holding any
reservation from you?
D. Good morning Ma’am, welcome to VNHS restaurant, are we holding
any reservation from you?
4. What seems likely to be the hospitality connotation: “greet and seat”?
A. Welcoming the guest with a golden smile before seating them
B. Greeting guests on arrival and accompanying them to their table to
seat them
C. Checking the reservation with sincerity and leading them to the table
D. Acknowledging the guest arrival with proper salutation using their
surname
5. What rule is followed by a planned menu if it looks to the length of meal
preparation, amount of experience and time available.
A. Nutritive aspect
B. Economic aspect
C. Managerial aspect
D. Aesthetic aspect
32
6. Where an accompaniment should be placed if a dish contains two or more
items?
A. Top
B. Left
C. Underneath
D. Right
7. What should be offered to a guest after eating main course like Beef
Medallion?
A. Appetizer
B. Drink List
C. Dessert menu
D. Wine
8. How would you explain dishes towards your guest during order taking in
order to help the guest decide what to order.
A. Explain the preparation, ingredients, and final presentation of listed
dishes.
B. Describe the step by step procedure on how to prepare the listed
dish.
C. Excessively give details on a listed menu items using mouthwatering
adjectives.
D. Pronounce the dishes creatively that would surely get the guest
attention.
9. Where should the waiter position himself in order taking?
A. Enter of the table
B. Right side of the host
C. Left side of the host
D. Corner of the table
10. Whom should offer the wine list
A. Ladies
B. Gentlemen
C. Host
D. Elderly
11. Which of the following choices is LIKELY to describe the proper changing
of silverwares in guest table?
A. Change silverwares in a counter clockwise direction
B. Change the silverwares ladies first
C. Change the knife side first before the fork
D. Change the fork side fist before the knife
12. How should you remove and replace glassware before serving the win?
A. Handle using your clean hands and replace
B. Carry and remove using bar tray
C. Carry the right glass along with the wine
33
D. Holds the glass safely while walking to the table
13. It is the guidelines cover policy such as not charging for items that were not
delivered or not charging person X for something that person Y received
A. Speed
B. Accuracy
C. Honesty
D. Customer service
14. Treating customers with the courtesy they merit in relation to the taking of
the order, processing of the order and presentation of the account for
payment.
A. Speed
B. Accuracy
C. Honesty
D. Customer service
15. This computerized system enables electronic management of food and
beverage orders.
A. Software System
B. Manual System
C. POS System
D. F and B System
Congratulations! You are done in this module, Good Job! Practice the skills and
in a long run you’ll be a skilled food and beverage attendant! Good Luck!
34
35
Seating
the
Guest
Serving
bread
Presenting
the Menu
Escort the
Guest to
their Table
Seat the
Guest
Waiter
Takeover &
Serving
Water
Unfolding of
Table
Napkin
Activity 2.1 Seating the Guest Procedure
Checking
reservations
Welcoming
and Greeting
the Guest
Greet guests with
an appropriate
welcome
Acknowledge
guest as soon as
they arrive at the
restaurant
Activity 1.1 Welcoming and Greeting the Guest Procedure
15. b
14. b
11. d
13. b
10. a
12. b
6. c
8. c
9. d
7. b
5. d
4. b
2. c
3. c
1. a
What I know
Answer Key
Key to Answer for Module II
Lesson 4 – Activity 4.1
Lesson 4 – Activity 4.2
Post Assessment
1
36
REFERENCE
Manual/Hand Out
Technical Education and Skills Development Authority. (n.d.).Food and Beverage
Services – Training Regulation. TRSFBS205-0509 Food and Beverage
Services NCII Assessor's Guide. (p. 11).
Books
Arcos, Cristeta M., Flores, Jelly M., and Yu, Evangeline V. Food and Beverage
Services Manual: Technical-Vocational-Livelihood- Home Economics First
Edition – Department of Education – Bureau of Learning Resources. Pasig
City, Philippines: Sunshine Interlinks Publishing House, Inc 2017.
2
37