Handling table reservation and types of food services

Discussion on how to take food and beverage service orders

1. FOOD AND BEVERAGE SERVICES CORE COMPETENCIES Table Reservations TAKING Module 1: PREPARED BY: MECHILLE E. LUGO

2. Content Standard : The learner demonstrates understanding of concepts, and principles in preparing the dining room/restaurant area for service. Performance Standard : The learner: independently prepares the dining room/restaurant area for service 2. demonstrate knowledge and skills in food and beverage service in relation to taking table reservations . PREPARE THE DINING AREA / RESTAURANT FOR SERVICE

3. 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? SHORT CONVERSATION Read the following conversation below. Then try to answer the questions that follows.

4. 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! Read the following conversation below. Then try to answer the questions that follows. SHORT CONVERSATION

5. TYPES OF MODE OF PAYMENT: Cash Credit Voucher Electronic Payment ( Gcash , Paymaya , Paypal , Bank Transfer) Read the following conversation below. Then try to answer the questions that follows. SHORT CONVERSATION

6. TABLE PREFERENCE: Smoking Area Non Smoking Area Garden View Sea View Near the aisle Near the door Near the counter Read the following conversation below. Then try to answer the questions that follows. SHORT CONVERSATION

7. Read the following conversation below. Then try to answer the questions that follows. SHORT CONVERSATION

8. 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. What is Food Service?

9. 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 DISADVANTAGES High degree of perceived quality Food is served soon after preparation Traditional standardized recipes can be used. Labor intensive Consistency Higher food costs Food safety

10. Types of Foodservice System 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 DISADVANTAGES Lower food and supply cost Purchasing power Ingredient control is improved Lower labor costs High initial capital investment for building and equipment Transportation costs Perceived loss of quality Food safety problem can affect many customers

11. Types of Foodservice System 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 DISADVANTAGES Flexibility in scheduling food preparation Lower labor cost Menu variety can be limited Perceived loss of quality

12. Types of Foodservice System 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 DISADVANTAGES Lower labor costs Limited equipment needs High food costs Menu variety may be limited Availability of menu items Perceived loss of quality

13. 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. PURPOSE OF RESERVATION table reservation is made in advance to have a table available at the restaurant.

14. TYPES OF RESTAURANT RESERVATION Manual Reservation System (MRS) Online Reservation System (ORS) Call ahead seating 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. 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. 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 . 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 INFORMATION NEEDED WHEN TAKING RESERVATIONS:

15. TABLE RESERVATION FORM

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

17. Advantages and Disadvantages of Taking Reservation 2 . The disadvantage was the sales may be affected especially since the reservations may limit the number of guest.

18. Advantages and Disadvantages of Taking Reservation 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.

19. Advantages and Disadvantages of Taking Reservation 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

20. Advantages and Disadvantages of Taking Reservation 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.

21. Advantages and Disadvantages of Taking Reservation 6 . Absent Customers Advantage : Some restaurants charge a fee for no- show to cover their losses Disadvantage : When the reserving party does not show up, sales suffer.

22. Telephone Etiquette >>>Be polite and friendly<<< 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 how your business will treat them in other conversations. Make sure to leave a great, lasting impression on every customer who calls your business.

23. GENERAL RULES AND ETIQUETTE ON HOW TO TAKE RESERVATIONS Answer inquiries promptly, clearly, and as accurately as possible. Take note of specials, and changes in the menu and make sure to inform guests about it . Gather all pertinent information on the reservation from the guest politely and efficiently . Accurately record reservation data on forms based on establishment standards. Repeat the details of the reservations with the customer. Confirm customer reservations prior to the arrival. Impart additional information to the guest such as parking conditions and directions to the establishment. 01 Be Clear and Concise Lorem ipsum dolor sit amet, consectetur adipiscing elit. Duis rhoncus nisi et turpis molestie feugiat. Aenean vel. 02 Awareness of Nonverbal Cues Lorem ipsum dolor sit amet, consectetur adipiscing elit. Duis rhoncus nisi et turpis molestie feugiat. Aenean vel. 03 Empathy and Understanding Lorem ipsum dolor sit amet, consectetur adipiscing elit. Duis rhoncus nisi et turpis molestie feugiat. Aenean vel. 04 Adapt to Your Audience Lorem ipsum dolor sit amet, consectetur adipiscing elit. Duis rhoncus nisi et turpis molestie feugiat. Aenean vel.

24. GENERAL RULES AND ETIQUETTE ON HOW TO TAKE RESERVATIONS 01 Answer inquiries promptly, clearly, and as accurately as possible. 02 Take note of specials, and changes in the menu and make sure to inform guests about it. 03 Gather all pertinent information on the reservation from the guest politely and efficiently. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Duis rhoncus nisi et turpis molestie feugiat. Aenean vel. 04 Always be calm and polite when speaking to guests. 05 Don’t share any personal contact address as long you are not sure enough about the caller

25. Do’s in Answering Telephone Answer the telephone promptly within 3 rings. Make sure the caller know your work area, your name and offer appropriate greeting. Always have a pen and paper on hand, especially front desk personnel should always be ready to keep records. 1 2 3

26. Do’s in Answering Telephone Listen carefully. Pay close attention to details being expressed by the caller. Make an occasional acknowledgment of what he/she says. Mention the name of the caller, once established. 4 5

27. Don’ts in Answering Telephone Hang up without trying to close the conversation. Keep talking to another person while answering phone. Hang up without thanking the caller for calling. Eating something while answering phone. People do not want to know the reason and are given the wrong impression by such answers. Put your least intelligent, least coherent staff in charge of the phone.

28. Check and Observe : How to take a table reservations Instructions: Ask assistance from one of your family member who will act as your guest. Your task is to practice taking table reservations. Ask your partner to evaluate your performance for you to improve it. You can make use of the rubrics below as your guide in doing the task.

29. For Your Attention Thank You