TECHNOLOGY AND LIVELIHOOD

EDUCATION
Food and Beverage Services
Learning Activity Sheets

Quarter 3: Week 1

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 FOOD AND BEVERAGE SERVICES
THIRD QUARTER - WEEK 1

NAME: _____________________ DATE: __________

SECTION:

LEARNING ACTIVITY SHEET

Background Information:

Food and beverage services sector contributes a great deal to the profits in hospitality
industry. With the increase in importance of business meetings, a range of personal and social
events, a large number of customers visit catering establishments frequently. The food and
beverage professionals tirelessly work to intensify customers’ experience through their service.

Food and Beverage Services can be broadly defined as the process of preparing, presenting
and serving of food and beverages to the customers. This module has been structured to follow a
logical progression from the underpinning knowledge of food and beverage operations,
reservation process, and telephone ethics.

Key Concepts:

Food - includes a wide range of styles and cuisine types. These can be classified by country,
for example, traditional British or Italian; by type of cuisine, for example, oriental; or a particular
specialty such as fish, vegetarian or health food.
Beverages - includes all alcoholic and non-alcoholic drinks. Alcoholic beverages include wines
and all other types of alcoholic drink such as cocktails, beers and cider, spirits and liqueurs.
Non-alcoholic beverages include bar beverages such as mineral waters, juices, squashes and
aerated waters, as well as tea, coffee, chocolate, milk and milk drinks and also proprietary
drinks such as Bovril.
Service - the occupation or function of serving
Food and Beverage (or foodservice) Operations - in the hospitality industry are
concerned
with the provision of food and drink ready for immediate consumption (but excluding
retailing and food manufacturing).

Food and beverage operations are concerned with:

a) The consumer needs and market potential in the various sectors of the foodservice industry.
b) The formulation of policy and business objectives that will guide the choice of operational
methods that will be used.
c) The interpretation of demand in order to make decisions on the range and type of food and

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 beverages to be provided, as well as other
services, and the service levels and prices to be
charged.
d) The planning and design of facilities required
for the food and beverage operations and the plant
and equipment required.
e) The organization of provisioning for food and
beverages and other purchasing requirements to
meet the needs of the food production, beverage
provision and the service methods being used.
f) Knowledge of the operational and management
requirements for the food production, beverage
provision and service processes and methods, and
decision making on the appropriateness of the
various processes and methods, together with the
management and staffing needs in order to meet the requirements of the operation.
g) Control of costs of materials and other costs, such as labour and overheads, associated with
the operation of food production, beverage provision and other services, and the control
of revenue.
h) The monitoring of customer satisfaction to continually check on the extent to which the
operation is meeting customer needs and achieving customer satisfaction.

This summarizes what food and beverage (or foodservice) operations are concerned with and
illustrates that it is not simply about food production, beverage provision or food and beverage
service.

The Food Service Cycle is also a dynamic model in that it can be used to help understand how an
individual operation works. Difficulties in one element of the cycle will cause difficulties in the
elements of the cycle that follow. For example, difficulties with purchasing will have effects on food
production and service, and control. Similarly, difficulties experienced under one element of the
cycle will have their causes in preceding elements. For example, difficulties experienced in food and
beverage service are often caused by factors such as poor purchasing, inadequate stock control,
equipment shortages, poor room layouts or staffing problems.

Types of Food Service Operations

Food and beverage (or food service) operations include, for example, various types of restaurants:
 bistros
 brasseries,
 coffee-shops,
 first class/fine dining,
 ethnic,
 themed
 cafés,
 cafeterias,
 takeaways,
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  canteens,
 function rooms,
 tray service operations,
 lounge service operations,
 home delivery operations
 and room service operations for hotel guests.

The list of operations given identifies types of operations but not necessarily the type of customer
demand being met. For example, cafeterias may be found in motorway service stations, in airline
terminals, at railway stations, in retail catering and in industrial or welfare catering. Therefore,
throughout the food service industry similar types of operations are found in different types of
industry sector.

Table Reservations Procedure for Restaurants

A table reservation is an arrangement made in advance to have a table available at
a restaurant. While most restaurants in the vast majority of the world do not require a reservation,
and some do not have a policy or simply any channel for making one, so-called higher-end
restaurants mainly in overcrowded cities often require a reservation, and some may have tables
booked for weeks in advance. At particularly exclusive venues, it may be impossible to make a
reservation on the same day as the planned visit.

Table Reservation/ Bookings may be taken by post, by email, via the internet, by telephone
and in person. Booking a table is often the first contact that a potential customer has with the
establishment and it is therefore important to give the right impression.

Procedures for Taking Table Reservation/Bookings Through Phone Call

 Answering the telephone

Wish the caller as per the time of the day:
 Good (morning / afternoon / evening). Roof Top Restaurant Albert speaking. How may
I help you?
 Acknowledging a reservation request
 Certainly Mr. David, (use name if whenever known)
 Yes of course sir or madam, (use name if known)
 Taking the table reservation details:
 Standard questions
 May I have your name, please?
 When would you like book your table?
 A table for how many guests?
 Where would you like to sit?
 Do you prefer a smoking area? (Only applicable if your restaurant has separate smoking
area / zone)
 When you check the reservations book
 Please excuse me, (name), while I check the reservations.
 Please allow me to put your call on hold, While I check the availability.
 Just one moment, please (name), while I see what we have available.
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  Returning to the Caller
 I’m sorry to keep you waiting, (name).
 Sorry to keep you on hold, (guest Name)
 May I have your (mobile number), please?
 Confirming the Details
 May I please repeat the table reservation details, A table for (2) (this afternoon / on
Sunday, 31 October) at (2.00 p.m.) in the name of (Mr. David). And your (telephone
number) is (123456789). Is that details correct?

 Saying Goodbye
 Thank you very much for calling, Mr. David. We look forward to seeing you then.
Have a great day ahead.

 When a table is not available or where the guest wants one

 I’m afraid we don’t have a table at that time. Would (2.30) be suitable?
 I’m afraid we don’t have a table available there at that time. But there is a table
available (say where) then. Would that be suitable?
 Offering an alternative
 May I help you to reserve a table at another of our restaurants instead?
 Perhaps you’d like to have (lunch) in the (Wok Restaurant), where there will be a buffet
this afternoon.
 Process for reconfirming a restaurant table reservation request:
 Standard reconfirmation
 Good Morning, Mr. David. This is Albert from the Roof Top restaurant speaking.
 I would like to reconfirm your reservation for a table for 2 this afternoon at 02:00 p.m.
 Thank you very much for making the reservation and we look forward to being of
service to you and your (guest) this evening.
 Reconfirmation of a table reservation with a special request
 Good afternoon, Mr. David. This is Albert from the Roof Top restaurant speaking.
 I would like to reconfirm your reservation of a table for 2 this evening at 7:00 pm.
 A birthday cake with the wording "Happy Birthday to Betty" has been arranged for
tonight.
 Should you have any other request, please let us know.
 Thank you very much for making the reservation and we look forward to being of
service to you and your (guest) this evening.

TELEPHONE ETIQUETTE

1. Give priority to incoming calls; try to answer with less than 3 rings.
2. Put a smile and warmth in your voice.
3. Use your natural voice.
4. Hold mouthpiece 4cm away from your mouth and don’t shout or whisper.
5. Don’t chew or eat while receiving a call. Avoid speaking to another person.
6. Always greet callers with Good Morning, Good afternoon, or Good Evening.
7. Then identify your organization, or your department and yourself.

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8. Clarify. If you are giving your reasons for calling.
9. Personalize. Make every caller feel important and address them by name if possible.
10. Listen. Be patient and listen carefully to the caller. Give your fullest attention.
11. Repeat back message and information to double check.
12. Use magic Words: Thank you, Please, etc. Show your willingness to help.
13. Have a pencil and paper handy, take note if necessary.
14. If and when transferring calls, make it prompt and never keep the caller in the dark.
15. To ensure that you are not missing anything from the caller and to show your courtesy let the
caller ring off first

MOST ESSENTIAL LEARNING COMPETENCIES

LO 1. Take Table Reservations TLE_HEFBS9-12AS-Ia-b-1
1.1 Answer inquiries promptly, clearly and accurately
1.2 Ask pertinent questions to complete the details of the reservations
1.3 Record reservation data on forms accurately based on establishment’s standards
1.4 Repeat and confirm details of the reservations with the customer
1.5 Provide additional information about the food service establishments

Activity 1: Enumeration
Directions: List down the Eight Food Service Cycle. Write your answers in your
answer sheet.

1.
2.
3.
4.
5.
6.
7.
8.

Activity 2: True or False

Directions: Write TRUE if the statement is correct, and FALSE if it is incorrect. Write your
answers in the space provided.

1. Give priority to the incoming calls, answer the phone after 3 rings.
2. Use inappropriate word, like thank you, take care, good morning and goodbye
3. Repeat back message and information to double check.
4. Don’t chew or eat while receiving a call. Avoid speaking to another person.
5. Personalize. Make every caller feel important and address them by name if possible.

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Activity 3: Create A Script
Directions: Create a script with the scenario provided below, use the procedure for taking
reservations.
Scenario: Take a Reservation on
 March 30, 2021
 exactly 7:00 pm
 table for 2

RUBRIC FOR SCRIPT EVALUATION

The student was able to submit an output that: Score
 presents 100% of the given task’s presentation
 presents 75% of the given task’s presentation
 presents 50% of the given task’s presentation
 presents 25% of the given task’s presentation
 do not present the given tasks presentation

Reference:

 Home Economics- Food & Beverage Services Manual. 2017

 John Cousins, Dennis Lillicrap, Suzanne Weekes, (2014) Food and Beverage Service 8th Edition,

Cited URL:
 www.Irjj.cn
 https://www.merriam-webster.com/dictionary/service
 https://setupmyhotel.com/train-my-hotel-staff/f-and-b/354-rest-resv-procedure.html
 https://www.tutorialspoint.com/food_and_beverage_services/food_and_beverage_services_basics.
htm#:~:text=F%26B%20Services%20%E2%80%93%20Definition,and%20beverages%20to%20t
he%20customers.&text=On%20Premise%20%E2%88%92%20Food%20is%20delivered,to%20av
ail%20the%20food%20service.
 https://www.slideshare.net/isratjahan026/types-of-food-and-beverage-operations
 https://en.ppt-online.org/261248
Answer key
Activity 2 Activity 3
Activity 1
1. False Answer may vary
2. False
3. True
4. True
5. True

Prepared:
JOANA JOY S. CANLAS
SHS- SST II