CRT LEARNING MODULE

Course Code FBS 2

Subject Title Food and Beverage Services NC II
No. of Hours 160 hours
Module Title Taking Reservations

College for Research & Technology of Cabanatuan

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 HOW TO USE THIS DIGITIZED LEARNING MODULE?

Welcome to the module in Food and Beverage Services NC II. This module contains
training materials and activities for you to complete this module.

The Unit of Competency “Food and Beverage Operations” covers the

knowledge, skills and attitudes required as part of the competencies to complete so as to
qualify in the National Certification in Food and Beverage Services NCII.

You are required to go through a series of learning activities in order to complete

each learning outcome of the module. Each of the learning outcomes is provided with
Modules. Follow these activities on your own and answer the self-check at the end of each
learning outcome. You may remove a blank answer sheet at the end of each module (or
get the answer sheets from the online facilitator) to write the answers for each self-check.
If you have questions, don’t hesitate to ask your facilitator for assistance.

This module was prepared to help you achieve the required competency in Food and
Beverage Services NC II. This will be the source of Information for you to acquire
knowledge and skill in this particular trade independently and at your own pace, with
minimum supervision of help from your instructor.

 Talk to your online facilitator and agree on how you will both organize the Training
of this unit. Read each through the module carefully. It is divided into sections,
which cover all the skills and knowledge you need to successfully complete this
module.
 Work through all the information and complete the activities in each section. Read
Modules and complete self-check. Suggested references are included to supplement
the materials provided in this module.
 Most probably your facilitator will be your supervisor or manager. Your online
facilitator will support and correct you.
 Your online facilitator will tell you about the important things you need to consider
when you are completing activities and it is important that you listen and take
notes.
 You will be given plenty of opportunity to ask questions and practice on the job.
Make sure you practice new skills during regular work shifts. This way you will
improve both your speed and memory and also your confidence.
 Talk to more experienced workmates and ask for their guidance.
 Kindly the self-check questions at the LMS (EDMODO) to test your own progress.
 When you are ready, ask your online facilitator to watch you online via Zoom or
Google Meet to perform the activities outlined in this module.

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 Ask your online facilitator work through the activities: ask for written feedback on
your progress. Your online facilitator keeps feedback/pre-assessment reports for
this reason. When you have successfully completed each element, ask the
facilitator to mark on the reports that you are ready for assessment.
 When you have completed this module, and feel confident that you have sufficient
practice, your online facilitator will arrange an appointment with registered
assessor’s to assess you. The results of your assessment will be recorded in your
competency Achievement Record.

Food and Beverage Services NC II

Contents of this Learning Module

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 No. Module Title Topic Code

1 Taking Reservations Types of Restaurant Module 2 .1

Reservations

Tips in taking table Module 2 .2

reservations

MODULE CONTENT

MODULE TITLE : FOOD AND BEVERAGE OPERATIONS

MODULE DESCRIPTOR:

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 This Module consists of five (5) Learning outcomes, food and
beverage operations, taking reservation, preparing service stations and
equipment/utensils and supplies, setting up table implements in the dining area, and
setting the mood/ambiance of the dining area, is designed to equip you, TVL
Learners, with essential Knowledge, Skills, and Attitude in Food and Beverage
Services in accordance with the industry standards which lead you to National
Certificate Level II.

Number of Hours:
6 hours

LEARNING OUTCOMES:
1 Types of Restaurant Reservation
2. Tips in taking table reservations

LEARNING OUTCOME # 1: Types of Restaurant

Contents:

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 1 Types of Restaurant Reservation
2. Tips in taking table resrvations

Conditions

The students/trainees must be provided with the following:

1. Cellphone/Laptop
2. G-MAIL account
3. Paper
4. Ballpen

Assessment Method:
1. Written/Online Examination
2. Demonstration
3. Observation

Learning Activities (Study Guide)

1. Using EDMODO app on your phone or the website on your laptop, go to the Bartending
NC II class.
2. Click on the FOLDERS section (on menu bar)

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3. Click the folder MODULE 1: Food and Beverage Operations. The digitized Modules,
Task Sheets and Job Sheets are available in this folder.
4. All the Self-Checks are contained in the folder MY ACTIVITIES.

Learning Outcome #1

1. Types of Restaurant

Learning Activities Special Instructions

1. Read Module 2.1. (Types of Contained in the Module 2: Food and

Restaurant Reservation) Beverage Operations folder in EDMODO
(Module 2.1)
2. Answer self-check for 2.1 The self - checks are available thru the
folder SELF CHECKS. The activity is
timed (15 minutes). The results will be
immediately be available after clicking
SUBMIT and the system will run through
the items incorrectly answered (and show
the correct answer)

MODULE 2.1

RESTAURANT RESERVATION
Learning Objective:
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 1. Identify the types of Reservation
2. Enumerate the tips in Taking table reservation

Taking Reservation
Types of Restaurant Reservations
These are two types of restaurant reservations, the manual reservation and
online reservation. The Manual Reservation System depend on the person
designated, usually a host or hostess, to answer the phone, record the details of the
said reservation and taking their credit card information as guarantee.

They may also answer guest questions, give accurate directions to the
restaurant, and provide clear information about parking. Forms will be used for
reservation customer details. Systems and processes have to work so the information
collected can be stored and made available on the dates it is required.

Product information such as room types, menu items, rate sheet prices, car
types, live entertainment, bus destinations, will all be in the form of brochures,
charts, and hand-outs for the staff. Accounting processes to collect the method of
payment would be a cash register, petty cash box, manual credit card machine or
cashier to process the money.

On the other hand, the Online Reservation System makes use of the internet
through a website, where all the necessary information needed for reservation is
keyed-in by the guest. Other information about the restaurant, such as directions to
the place, parking, active promotions and discounts are also available online, instead
of depending on the host or hostess for details.

It also provides up to date "real time" information on availability at the push of

a button. When a reservation is recorded the availability is automatically altered.
Displays a suitable screen to input customer information and requests.

A computer system may have a "history" of any guest who has used the
establishment previously. It can store information such as preferred room type,
record of request, date of last stay, even the amount spent previously

The Elements of Reservation

People make reservations for convenience and security. Many people like to
plan out their holiday or business trip to feel secure in the knowledge that they have a
room waiting for them, they have a prepared table for comfortable dining, they have

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 a flight booked to take them back to their home or next destination, and know they
have seen all the attractions of the city during their stay. The role of reservations staff
is to ensure that they process all reservations in an efficient and professional
manner.
Types of Bookings
 Accommodation suppliers – guests will need to have room bookings
processed in order to stay at establishments that provide accommodation such
as hotels, apartments, resorts, guest houses, caravan parks.
 Aircraft – passengers need to have "Seats" booked for all types of air travel
they undertake. These bookings will vary according to the airline chosen, class
of travel such as first class or economy, date of flying (e.g. high season or low
season or facilities that are included such as food or movies).
 Cruise ships – passengers on cruise ships need to make bookings for the dates
of their cruise. This sort of reservation may include meals while on board.
 Coaches or buses – to travel from one place to another or to visit a tourist
destination.
 Limousines (rental cars/vans) – customers can book transport to either
drive themselves around or have a chauffeur included with the vehicle.
 Day/extended tours – includes meals and maybe accommodation and
entrance fees to tourist parks.
 Dining and meal reservations – table bookings for restaurants and/or eating
houses.
 Entertainment – a ticket booking such as theatre or music concerts.
 Tourist attractions – events such as the different ethnic festivals of the
Philippines.
 Other venues – some Airlines will book accommodation for guests. If one
hotel is fully booked, they might make a reservation at another hotel. Travel
agent’s book theatre or concert tickets.

Some Ways to Check Availability

1. Ability to offer alternatives when the requested booking is not available.
2. Provide information on the costs and product features.
3. Record the details and requirements of the person making the reservation; a
way of recording the acceptable method of payment and provide confirmation
details.
Ways Reservations May Be Received
Reservations can be received by an establishment in many ways depending
on where they are, what they are offering and what technologies they have
available.

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1. Over the telephone – customers dial the establishment directly.
2. In person – the customer comes into the establishment and communicates
directly with the staff.
3. Mail – in some countries today, this is almost an extinct form for making a
reservation.
4. Email – a booking done through an e-mail address.
5. Facsimile (fax) – this is another form of communication that is being
replaced by technology.
6. Internet – an on-line booking via a website.
7. Third party reservations – a booking that uses a reservation company to
make a booking for you e.g. Wotif, Asia Rooms, Statravel, Showbizasia.
8. Central reservation service – a central reservation service that controls
reservations for several venues.
9. Same chain referral – a reservation that has been referred from another
establishment belonging to the same group, for example: Asian Car Rental,
Hyatt Hotels, and Hilton Spas.

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 SELF-CHECK 2.1

Enumerations: Directions: Provide what is asked by the given

statement and/or questions. Write your answers in your activity
notebook.

1. What are the two (2) types of restaurant reservations?

____________________
____________________
2. What is an online reservation?
____________________________________________________________________
____________________________________________________________________
______
3. Enumerate all the types of bookings.
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________
4. In what ways you will receive the reservations?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
_______________
5. What are the possible questions when taking reservations?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________

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 MODULE 2.2

TABLE RESERVATION
Learning Objective:
1. Identify the types of Reservation

How to Take Table Reservations

Before taking a reservation, make sure you know the answers to the questions
which are likely to be asked. Following are tips and some possible questions in taking
reservations:
Tips in Taking Table Reservations
1. Answer inquiries promptly, clearly and as accurately as possible.
2. Ask pertinent questions to complete the details of the reservation. Take note of
specials, and changes in the menu and make sure to inform guest about it.
3. Gather all pertinent information on the reservation from the guest politely and
efficiently.
4. Accurately record reservation data on forms and based on establishment
standards.
5. Confirm customer reservations prior to their arrival.
6. Impart additional information to the guest such as food establishment, parking
conditions and directions to the establishment.
7. Always be calm and polite when speaking to the guests.
8. Avoid double booking.

Possible Questions of Customers When Taking Table

Reservations
1. What kind of cuisine do you offer? (E.g. French, Italian, Cantonese, and
Modern Australian).
2. What style of menu do you offer? (Á la carte or Table d ‘hote)
3. Do you accept credit cards? If yes, which credit card do you take?
4. Can we bring in other food and drinks bought from outside?
5. Is there a corkage for food and drinks bought from outside? If yes, please how
much?
6. What time do you start serving? For lunch? For dinner?
7. Do you accommodate children?
8. Do you cater persons with disability?

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 9. Are all rooms air conditioned?
10. Do you have parking facilities?
11. Do you cater specific functions?
12. Do you have smoking area?
Telephone Ethics
Telephone plays an important role in times of reservation on phone. Perfect
telephone handling ensures efficiency of the reservation agent which at the same time
upholds standard. Telephone ethics are set of moral principles used when handling
telephone.

Let us look at the tips that will help you communicate better over
the phone:
1. Greeting – telephone conversation expects you to open the conversation with
a nice greeting.
2. Take permission and be polite – a polite word or two always helps in
bringing warmth into the conversation.
3. Identify self and the organization – always introduce yourself before
getting into any conversation.
4. Clarity – do not use broken phrases. Always use a clear, &simple language.
5. Purpose of the call – think through exactly what you plan to say and practice
before you place the call. Jotting down the items you want to discuss.
6. Know your timeline and keep it short.
7. Avoid fillers and keep it interesting – filler words like “um and uh” must be
avoided during telephone conversations.
8. Smile through the phone – keep a “smile in your voice”.
9. Find some quiet place – clearly without background noise.
10. Summarize, paraphrase and close – always end the call with a pleasantly.

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 TASK SHEET
Directions:
Find a pair and execute taking a table reservation/s over the phone. Using the given
form below, supply what is asked on the first column while processing reservations.

Time and Date of

Reservation
Event or Function
Date and Time to use the
Reservation
Name/Phone # of
the Person Making
the
Reservation
Name/Phone of who will
use the Reservation
Number of Person
Special Request

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