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FBS Lesson 1.1. Take Table Reservation (food and beverage services).pptx

The document outlines food and beverage service systems and restaurant operations, emphasizing the importance of preparing a dining area and understanding reservation processes. It categorizes different food service systems, such as conventional and centralized, and discusses the various types of dine-in restaurants. Additionally, it details the roles of service personnel, organizational structure within a restaurant, and key aspects of managing table reservations effectively.

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FOOD AND BEVERAGE SERVICES NC II Lesson 1: Prepare the Dining room/ restaurant area for service LO 1. Take Table Reservations
WHAT IS IN THE PICTURE? TELEPHONE RESERVATION TABLE RESERVATION RESERVATION SHEET
BEFORE ENGAGING ONESELF IN THE FOOD AND BEVERAGE INDUSTRY, ONE MUST KNOW WHAT KIND OF FOOD SERVICE SYSTEM THEIR ESTABLISHMENT IS USING. THIS WILL HELP IN CREATING OR FINDING OPTIONS FOR FOOD PRODUCTION AND SERVICE
FOOD SERVICE SYSTEMS 1. CONVENTIONAL FOOD SERVICE SYSTEM • the most common of all the systems in foodservice • Ingredients are assembled and food/dish is produced onsite and served to customers • Usually used in cafeterias, restaurants, small hospitals and school canteens
Conventional Food Service System Food production Hold Heated Hold chilled Serve to customers
FOOD SERVICE SYSTEMS 2. Centralized ( commissary) Food Service System • also known as Central Kitchen • Food is prepared in one place then transported to satellite kitchens • Most effective when mass production is required • Airline industry is an example of this
FOOD SERVICE SYSTEMS 3. Ready-Prepared Food Service System • Food is produced onsite • Food is usually chilled or frozen then reheated and serve to customers onsite
FOOD SERVICE SYSTEMS 4. Assembly Serve food service system • Food is produced onsite • Food is usually chilled or frozen then reheated and serve to customers onsite
RESTAURANT SERVICE Restaurantis a food outlet that serves food and beverages to dine-in customers as differentiated from those being served in take out counters or vending machines The type of service and service procedures among restaurants vary depending on: • classifications • type of food services • volume of orders • composition of their prospective customers
TYPES OF DINE-IN RESTAURANTS 1. Coffee Shop 2. Fine Dining 3. Cafeterias, Student/Industrial Canteen
TYPES OF DINE-IN RESTAURANTS 1. Coffee Shop • A casual dining outlet that caters to people “on the go” • Food items served are “short orders” • Coffee shop must therefore insure that foods served are easier and faster to prepare so that service delivery can be accomplished in shorter time
TYPES OF DINE-IN RESTAURANTS 2. Fine Dining • Restaurants are usually designed for the elite market • They serve special dishes of superior quality and with elegance of wine service • Sometimes with table side preparation and gueridon service
TYPES OF DINE-IN RESTAURANTS 3. Cafeterias, Student/Industrial Canteen • Meant for people with low meal budget • It serves value meals that are usually displayed in fast food counters
RESTAURANT LAYOUT Restaurant layout must be designed to insure convenience of service to both service staff and customers. The layout usually consist of the following: 1. Dining area 2. Bar counter 3. Food display counter 4. Dispatching counter 5. Cashiers counter 6. Dishwashing counter 7. Service station or side stand 8. Food preparation area
RESTAURANT LAYOUT Restaurant layout must be designed to insure convenience of service to both service staff and customers. The layout usually consist of the following: 1. DINING AREA 2. BAR COUNTER Where drink orders are prepared 3. FOOD DISPLAY COUNTER Restaurants serving buffet usually set up food display counter
RESTAURANT LAYOUT Restaurant layout must be designed to insure convenience of service to both service staff and customers. The layout usually consist of the following: 4. DISPATCHING COUNTER 5. CASHIERS COUNTER 6. DISHWASHING COUNTER
RESTAURANT LAYOUT Restaurant layout must be designed to insure convenience of service to both service staff and customers. The layout usually consist of the following: 7. SERVICE STATION OR SIDE STAND 8. FOOD PREPARATION AREA Click icon to add picture
THE RESTAURANT BRIGADE The dining area is managed or supervised by the head waiter in French term as “Maitre d” Hotel His service brigade consist of : • station head or captain waiter • Receptionist • Waiter • Food attendants • Cashiers • Bar tender or bar waiter • busboy
TYPICAL PRODUCTIVITY RATIO USED BY LARGE AND MEDIUM SIZED FOOD ESTABLISHMENTS: Number of waiter Number of guest Type of service 1 waiter for every 15 customers for American or plate service 1 waiter for every table of 10-12 customers For Russian Service 1 waiter For every 5 customers For French service with table side preparation 1 waiter for every 20-25 customers Buffet service 1 waiter For every 20- 25customers 4-5 persons for family or Lauriat service or family service
Food and Beverage Manager Station Head or Captain Waiter Outlet Cashier Waiter Receptionist Head Waiter – Maitre D’ Hotel Food Attendant Busboy Counter Attendant Bartender Bar Boy Organizational set-up of the service brigade in a restaurant
Job Duties of Service Personnel FBS Manager • Overseas food and beverage operations in his assigned outlet • Ensures that service is carried out in accordance with prescribed standard policies
Job Duties of Service Personnel Head Waiter – Maitre D’Hotel • Overseas the waiters and busboys • Typically handles reservations • Manager of a hotel
Job Duties of Service Personnel Station Head or Captain waiter • Overseas the set-up and delivery of service in his/her area • Supervises mis-en place • Check availability of of par stock
Job Duties of Service Personnel Receptionist • Welcomes and greet customers at the entrance and escorts them to their tables. • Receives and logs down reservations
Job Duties of Service Personnel Waiter • Takes and serves food and beverage order according to prescribed standards or service
Job Duties of Service Personnel Busboy • Dining room helper and runner • Assist waiters in mis-en-place preparation and table set-up
Job Duties of Service Personnel Bar Waiter or Bartender-Barista • Prepares drink orders according to prescribed standards • Prepares drink orders, including coffee, following standard recipe or procedures
Job Duties of Service Personnel Cashier • Prepares and attends to settlement of customer bill • Regularly checks and updates POS por current prices of food items before the opening of the restaurant
Job Duties of Service Personnel Counter Attendant/Food Attendant • Responds and attends to guests • Responsible for various attendant duties including placing food in counter for display
TAKE TABLE RESERVATION
RESERVATION In the food industry reservation is defined as an arrangement to have something (room, table or seat) held for your use at a later time. A guaranteed seat brings in more customers and increases revenue.
TYPES OF RESTAURANT RESERVATIONS Manual Reservation System  depends on the person designated, usually a hostess, to answer the phone, record the details of the said reservation  take their credit card information as a guarantee.  They may also answer guest’s questions,  give accurate directions to the restaurant,  and provide clear information about parking. Online Reservation System  makes use of the internet through a website, where all the necessary information needed for a reservation is keyed in by the guest.  Other information about the restaurant, such as direction to the place, parking, active promotions and discounts are also available online, instead of depending on the host or hostess for these details.
CALL AHEAD SEATING  A growing trend in reserving a seat in a restaurant  Doing so reduces the guest’s wait time upon arriving at the restaurant.  With this type of reservation, the guest calls when they are on their way and sets a specific time they will arrive.  Usually restaurants will hold a table for 20-30 minutes.
HOW TO TAKE RESERVATIONS Before taking reservations, make sure to know the answers to the questions which are likely to be asked. Menu, cuisine, parking, accommodations etc.
Here are tips and some possible questions in taking reservations. • Answer inquiries promptly, clearly, and as accurate 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 their arrival. • Impart additional information to the guest such as parking conditions and directions to the establishment. • Always be calm and polite when speaking to guests.
Possible questions of guests when taking table reservations • What kind of cuisine do you offer? ( French , Italian, American, Spanish) • What style of menu do you offer? ( A la carte or table d’hote…) • Do you accept credits cards? What type of card do you accept? • Can we bring in other food and drinks bought outside? • Is there corkage for the food and drinks bought outside? How much? • What time do you serve lunch? Dinner? • Do you accommodate children? •Do you cater to persons with disability? •Are all rooms airconditioned? •Do you have smoking area? •How do we get there? What is the nearest landmark?
Etiquette in Telephone Reservation Most reservations are taken over telephone. Therefore, one must be friendly and accommodating.  Always answer the phone immediately  Reservation book should always be ready at hand  State the name of the establishment clearly  Greet the caller courteously  Answer questions clearly and politely.  Politely decline if the time requested for reservation is already filled  Confirm all details by repeating the nae, date and time of arrival, number of guests in the party and contact number.  Be courteous and hospitable in closing a conversation. If you do not know the answer, find someone to help you. You may also ask for the contact details so you can call them back. Suggest possible time and other options to accommodate the reservation “Good morning. Thank you for calling FBS Restaurant. Im Ms Arlene DS. May I have your name pls….” Thank you Ms. Rose. We look forward to seeing you at the party.
ACTIVITY 1.1 Sample Situation # 1 Total number of guests: Family of 10 composed of 7 adults ( 2 are senior citizens) and 3 are children. Purpose: Dinner Reservation. Golden Wedding anniversary Condition: First time to try the restaurant. 1 adult is a vegetarian. No smoking area Taking the Reservation Perform a telephone reservation. Telephone reservation for breakfast in bed. Perform the role of the room service staff taking the breakfast order of a guest through telephone. Sample Situation # 2 Number of Guests: 2 Orders: 1 American breakfast – corned beef and sunny side up egg 1 Blueberry pancakes with fresh fruits considerations: Allergy with peanuts Performance will be rated using rubrics
Performance of the learners will be rated using this rubric: Demonstrate outstanding 5 communication skills in taking phone calls when taking reservations and observe all six skills with much confidence Demonstrate very good 4 communication skills in taking reservation and observe 4 to 5 skills with confidence. Demonstrate good communication3 skills in taking reservation and observe 3 skills with confidence. Demonstrate good communication2 skills in taking reservation and observe 1 to 2 skills without confidence. Did not demonstrate any skill in 1 taking reservation. Criteria Assessment Excellent (5pts) Very Satisfac tory (3pts) Satisfac tory (2pts) Needs Improve ment (1pt) Tot al Guests are acknowledged. as soon as they call. Guests are greeted and Treated properly when making reservation. Details of reservations are checked based on established standard policy. Performance of the learners will be rated using this rubric
END OF LESSON