The document outlines the importance of greeting and welcoming guests in a restaurant setting, emphasizing that first impressions significantly influence the dining experience. It includes specific procedures on how to greet guests appropriately, check reservations, and accommodate special needs, as well as suggestions for pre-meal services. Additionally, the document presents scenarios for role-playing to enhance receptionist skills in handling guest interactions.

1. Welcome and Greet Guest
QUARTER 2 – MODULE 2:
WELCOME GUESTS AND TAKE FOOD
AND BEVERAGE ORDERS

2. Welcome and Greet Guests
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.

3. 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 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.

4. 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.
Welcoming and Greeting Guests Procedures

5. 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”
Welcoming and Greeting Guests Procedures

6. 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).
Welcoming and Greeting Guests Procedures

7. 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?
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.
Welcoming and Greeting Guests Procedures

8.  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.
Welcoming and Greeting Guests Procedures

9.  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.
Welcoming and Greeting Guests Procedures

10. 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”.
Welcoming and Greeting Guests Procedures

11. 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.

12. Special needs customers
 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.

13. 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:
1. 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.

14. Offering Pre-meal Services
2. 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.
3. 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.

15. Welcoming and Greeting Guest Video Clip

16. REMEMBER…..

17. WELCOME/GREET GUESTS (The Restaurant’s Receptionist)
Performance Task Activity 1.2
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.

18. WELCOME/GREET GUESTS (The Restaurant’s Receptionist)
Performance Task Activity 1.2
Situation 2:
A group of young lady decided to dine at Bale
Capampangan 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?

19. ROLE PLAY
• Study the
scenario/
situation
Step 1
Scenario
• Write a
spiel or a
script
Step 2
Spiel/Script
• Perform a
role play
Step 3
Restaurant
Receptionist

20. Performance of the learners will be rated
using this Rubric

22. Assignment:
SEATING THE GUEST
BRING 1 LONG BOND PAPER AND
PENCIL

23. GOOD DAY
AND
GOD BLESS