5. ๏ผ Prepare the dining
room/restaurant area for
service
๏ผ Welcoming and seating of
guests
๏ผ Promote food and beverage
products
๏ผ Provide food and beverage
services to guests
๏ผ Provide room service
๏ผ Receive and handle guest
concerns
CORE
COMPETENCIES
6. ๏ข A person who has achieved this Qualification is
competent to be a:
โ Waiter
โ Food and Beverage Service Attendant
8. LEARNING OBJECTIVES
1. Acknowledging
guests properly as
soon as they arrive.
2. Greeting guests with
appropriate
welcome.
3. Checking the details
of reservations
based on the
established standard
policy;
9. WELCOMING THE GUESTS:
Guests are greeted by the Hostess or Receptionist.
Hostess- is a female attendant whose job is to greet and
assist guests upon arrival.
Receptionist- can be a male or a female attendant with the
same job as the Hostess.
He or She is assigned in monitoring the open tables,
assigning waits, and seating guests. The manner of the
welcoming guests influence the sales of the restaurant.
10. GUIDELINES WHEN WELCOMING THE GUESTS:
1. Guests are acknowledge as soon as they arrive.
๏ถ Guests should be acknowledge within 10 to 30
seconds or as soon as they arrive at the
restaurant. Majority of the restaurants observed
this rule. Moreover, restaurant staff never allow
their guests to do the greetings first.
11. GUIDELINES WHEN WELCOMING THE GUESTS:
2. Guests are greeted with an appropriate welcome.
โFirst impression is everythingโ
๏ถ Build an excellent first impression among the
guests by establishing positive atmosphere. Guests
should feel an inviting atmosphere from the
moment they step in the restaurantโs premise.
Acknowledge their presence with appropriate
expression based on time of the day such as;
โGood Morningโ, Good Afternoonโ, or โGood
Eveningโ with a friendly smile on your face.
12. GUIDELINES WHEN WELCOMING THE GUESTS:
๏ถ Ask their full name and call them by their last name
with prefixes such as Mr., Ms., Sir, or Madam. Show
that you are smart in front of the guests. Be
confident and maintain as eye contact when having
a conversation with them. Always maintain a high
level of grooming and hygiene.
13. GUIDELINES WHEN WELCOMING THE GUESTS:
3. Details of reservations are checked based on the
established standard policy.
๏ถ The first thing to know upon the arrival of guests is
if they have a reservation. There are two types of
guests (expected and walk-in).
Expected Guests- costumers with table
reservations.
Walk-in Guests- costumers who have no
reservations.
14. GUIDELINES WHEN WELCOMING THE GUESTS:
You may ask this question to confirm the guestsโ
reservation.
โDo you have any reservation, Sir / Maโam?โ
If the guests have a reservation, ask the name for
which the reservation was made and execute the
procedure or action to be undertaken, such as
where to seat them. If the guest has no reservation,
you can use the follow-up question:
โMay I have your name, please?โ
โTable for how many?โ
โMay I suggest a table for you?โ
15. According to Mr. Rick Macks, a speaker , trainer, and
consultant, suggested the โI CAREโ method of greeting
customers to make a restaurant โThe friendliest place in
townโ. It stands for:
I- Initiate a warm greeting.
C- Confirm reservation.
A- Answer questions of the guest, if any.
R- Repeat guestsโ names.
E- Explain next steps.
16. ๏ข If the guest have a reservation:
โWe have prepared a pleasant table for you Sir/
Maโam. This way please.โ
๏ข If the guest is a loyal costumer:
โIโm glad to see you again, Sir/ Maโam. How are
you?
๏ข Never say nagging statement such as:
โ I havenโt seen you for a long time, Sir/Maโamโ
19. ACTIVITY:
1. Select a partner.
2. Prepare a script and practice on how to
welcome guest appropriately in a restaurant.
3. You are given 15 minutes to prepare.
4. Perform welcoming and seating of guests
after 15 minutes. Assume that guests has
already a table reservation at the restaurant.
21. CRITERIA Highly Skilled Skilled Moderately Skilled Unskilled No Attempt
39-40 35-38 30-34 25-29 20-24
Application of
procedure
40%
Systematic
application of
procedure all
the time without
supervision
Systematic
application of
procedure most of
the time with
minimum
supervision
Systematic
application of
procedure some of
the time with
minimum
supervision
Never follows
systematic
application of
procedure and
highly development
supervision
No attempt to
apply
procedure to
project
39-40 35-38 30-34 25-29 20-24
Communication Skills Excellently
Delivers
message and
receive
information
clearly
Delivers accurate
information but
doesn't
communicate well
Almost accurate
information but
statements are
not clearly stated
Lacks
communication skills
although there is an
interaction between
the guest and
service staff
No motivation
in handling
guest and
receiving
information
40%
18-20 15-17 10-14 6-9 1-5
Speed/ Time Work finished
ahead of time
Worked finished
on time
Worked finished
close to given time
Worked finished
beyond the given
time
No concept of
time
20%
Total Points earned
100%
22. GENERALIZATION:
What do you think is the important lesson that we can
get from todayโs topic?
โValuing the guests as assets in
the hospitality businessโ
23. EVALUATION
1. What is the first guideline in welcoming guests?
Ans. Guests are acknowledge as soon as they
arrive.
2. Is a female attendant whose job is to greet and assist
guests upon arrival.
Ans: Hostess
3. Can be a male or a female attendant with the same job
as the Hostess.
Ans: Receptionist
24. ASSIGNGMENT
1. Record a video of yourself on how to properly
welcome and seat the guest in a restaurant set up.
You can prepare/decorate an appropriate
area for the set up.
