Technical

Vocational Education
Quarter 1-Module 1
Quarter 1Services
Food and Beverage
Maintain Hand Tools, Drawing Instruments,
Equipment and Paraphernalia
TLE_ICTTD7/8MT-0b-1
Technical and Vocational Education
FOOD and BEVERAGE SERVICES
Alternative Delivery Mode
Quarter 1 – Module 1: Provide Link between Kitchen and Service Areas
First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist in any
work of the Government of the Philippines. However, prior approval of the
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Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand

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permission to use these materials from their respective copyright owners.
The publisher and authors do not represent nor claim ownership over them.

Published by the Department of Education

Secretary : Leonor Magtolis Briones
Undersecretary : Diosdado M. San Antonio

Development Team of the Module

Author : Rowena V. Medida

Language Reviewer: Rechman V. Avila
Content Editor : Maricel A. Sayson
Illustrator : Charmaine Fay C. Carlos
Layout Artist : Rommel M. Medida

Management Team:

Gregorio C. Quinto, Jr., EdD

Chief, Curriculum Implementation Division

Rainelda M. Blanco, PhD

Education Program Supervisor - LRMDS

Joel I. Vasallo, PhD

EPS – Technology and Livelihood Education

Agnes R. Bernardo, PhD

EPS-Division ADM Coordinator

Glenda S. Constantino
Project Development Officer II

Joannarie C. Garcia
Librarian II

Department of Education, Schools Division of Bulacan

Curriculum Implementation Division
Learning Resource Management and Development System (LRMDS)
Capitol Compound, Guinhawa St., City of Malolos, Bulacan
Email address: [email protected]
 Introductory Message

For the Facilitator:

Welcome to the Technology and Vocational Education Project CAP-LRE Alternative Delivery
Mode (ADM) Module on Food and Beverage Services.

This module was collaboratively designed, developed and reviewed by educators both from
public and private institutions to assist you, the teacher or facilitator in helping the learners
meet the standards set by the K to 12 Curriculum while overcoming their personal, social, and
economic constraints in schooling.

This learning resource hopes to engage the learners into guided and independent learning
activities at their own pace and time. Furthermore, this also aims to help learners acquire the
needed 21st century skills while taking into consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the body of the module:

Notes to the Teacher

This contains helpful tips or strategies that will
help you in guiding the learners

As a facilitator, you are expected to orient the learners on how to use this module. You also
need to keep track of the learners’ progress while allowing them to manage their own learning.
Furthermore, you are expected to encourage and the learners as they do the tasks included
in the module.

For the Learner:

This module was designed and written with you, learners, in mind. It is provided to help you
gain understanding about the skills in Food and Beverage Services. The extent of the topics
covered were as follows: food and beverage operations, taking reservations and preparation
of service equipment/utensils.

In this module, you are expected to:

➢ independently prepare the dining room, restaurant area for service;

➢ demonstrate knowledge and skills of food and beverage service in relation to taking
table reservations;
➢ show knowledge and skills in food skills in food and beverage service related to the
preparation of service station and equipment ; and
➢ perform hygiene and sanitation in food and beverage handling.
This module has the following parts and corresponding icons:
This will give you an idea of the skills or
competencies you are expected to learn in
the module.
This part includes an activity that aims to
check what you already know about the
lesson to take. If you get all the answers
correctly (100%), you may decide to skip
this module.
This is a brief drill or review to help you link
the current lesson with the previous one.
In this portion, the new lesson will be
introduced to you in various ways; a story, a
song, a poem, a problem opener, an activity
or a situation.
This section provides a brief discussion of the
lesson. This aims to help you discover and
understand new concepts and skills.
This comprises activities for independent
practice to solidify your understanding and
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.
This includes questions or blank
sentence/paragraph to be filled in to process
what you learned from the lesson.
This section provides an activity which will
help you transfer your new knowledge or
skill into real life situations or concerns.
This is a task which aims to evaluate your
level of mastery in achieving the learning
competency.
In this portion, another activity will be given
to you to enrich your knowledge or skill of
the lesson learned.
This contains answers to all activities in the
module.
At the end of this module, you will also find:

References- This is a list of all sources used in developing this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any part of the module.
Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other activities included
in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through with it.

If you encounter any difficulty in answering the tasks in this module, do not hesitate to consult
your teacher or facilitator. Always bear in mind that you are not alone.

We hope that through this material, you will experience meaningful learning and gain deep
understanding of the relevant competencies. You can do it!
 TABLE OF CONTENTS

COVER PAGE
COPYRIGHT PAGE
TITLE PAGE
TABLE OF CONTENTS
Lesson 1.Food Service Operations
What I need to know 1
What I know 1
What’s In 3
What’s New 3
What is it? 3
What’s more 7
What I have learned 7
What I can Do 7
Assessment 8
Additional Activities 9
Lesson 2-Taking Reservation
What I need to know 9
What I know 10
What’s In 11
What’s New 12
What is it? 12
What’s more 15
What I have learned 15
What I can Do 15
Assessment 16
Additional Activities 17
Lesson 3 -Preparing Service Station
What I need to know 17
What I know 17
What’s In 18
What’s New 19
What is it? 19
What’s more 24
What I have learned 25
What I can Do 25
Assessment 26
Additional Activities 26
Answer Key 27
References 28
Lesson 1- Food and Beverage Operations

What I Need to Know

In this lesson, you will be able to learn about restaurant, its types and the people behind
its operation as well as their duties and responsibilities and the different Food Service System.
At the end of the lesson, you are expected to:
• define the concept of restaurant;
• identify the responsibilities of the Restaurant Brigade; and
• enumerate different Food Service System.

What I Know

Multiple Choice
Direction: Choose the letter of the best answer. Write the chosen letter in a separate sheet
of paper.

1. A kind of restaurant where service ranges from quick service to upscale and specializes in
multicultural cuisine.
A. Cafeteria C. Fastfood Restaurant
B. Family Style Restaurant D. Specialty Restaurant

2. A food service system where in the food is prepared in one place and then transported to
satellite kitchens.
A. Assembly-Serve Food Service C. Conventional Food Service System
B. Centralized Food Service D. Ready-Prepared Food Service

3. It is also known as quick service restaurant.

A. Cafeteria C. Fastfood Restaurant
B. Family Style Restaurant D. Specialty Restaurant

4. These are restaurants in school or a business which serve mostly cooked or ready-to-eat
food and in which customers serve themselves from a counter after paying their meal.
A. Cafeteria C. Fastfood Restaurant
B. Family Style Restaurant D. Specialty Restaurant

5. Someone who aids the captain in mis-en-place preparation, clearance of soiled dishes,
setting of tables and replenishing guest with water and drinks.
A. busboy C. manager
B. captain D. hostess

1
6. This person is responsible for the service of all alcoholic drinks during the service of meals.
A. busboy C. host/hostess
B. captain D. sommelier

7. A food service system where food is purchased then stored either chilled or frozen for later
use and will then be portioned and reheated and served to customers.
A. Assembly-Serve Food Service C. Conventional Food Service System
B. Centralized Food Service D. Ready-Prepared Food Service

8. It is a restaurant that serves moderately priced food in a casual atmosphere.

A. Cafeteria C. Fastfood Restaurant
B. Casual Dining Restaurant D. Specialty Restaurant

9. This person must provide quick and personalized F&B service to guest at allotted tables as
per standards of service laid down and to guest’s satisfaction.
A. captain C. manager
B. host/hostess D. waiter

10. This system is usually used in cafeterias, restaurants, small hotels, and school canteens.
A. Cafeteria C. Fastfood Restaurant
B. Casual Dining Restaurant D. Specialty Restaurant

11. These are restaurants with a fixed menu and fixed price, usually with diners seated at a
communal table such as bench seats.
A. Cafeteria C. Fastfood Restaurant
B. Family Style Restaurant D. Specialty Restaurant

12. This person’s role is to receive and record reservations requested for the restaurant,
attend to guests’ needs, and extend warm and courteous welcome to guest visiting the
restaurant.
A. captain C. manager
B. host/hostess D. waiter

13. Which of the following is NOT included during restaurant staffing?

A. covers B. designs C. size D. style.

14. It is the key for effective management and service delivery of every restaurant.
A. courtesy B. honesty C. responsibility D. teamwork

15. In this kind of restaurant, the food is produced onsite. It is usually chilled or frozen then
reheated and served to customers on site and readily available to the customers.
A. Assembly-Serve Food Service C. Conventional Food Service System
B. Centralized Food Service D. Ready-Prepared Food Service

2
 What’s In

Food is any substance consumed to provide nutritional support for our body. As we
all know, it is one of human’s basic needs. We have to nourish our body with nutritious foods
whenever we feel hungry, however, we are not at home all the time. This is where the concept
of restaurant comes in. Can you name at least five restaurant that you knew and explain why
you liked them.

What ‘s New

Word Hunt
Directions: Write down on your answer sheet the first 10 words (related to a restaurant) that
you will see from the table below.

A T D E A C W B E L C O V E R A U P
F O O D M C E N T R A L I Z E D F R
G C A F E T E R I A H I Z R R J J E
M A N A G E R M O C B K A D E Q E P
O P R Q E T U I O P A S D M T V M A
W T X R S N T U L A T I N K I M L R
F A M I L Y R Y E H B Z W Y A V I E
N I G C D T D N A O T E A M W O R K
X N D M C E I B U S B O Y O I A N E
R E S T A U R A N T V S E R V I C E

What is It

The Restaurant

A restaurant is a food-service establishment that serves prepared food to

customers. It comes from the Latin word resturare, which means “to restore”. Meals are
commonly eaten on the premises, but many restaurants also offer take-out and food delivery
services.

3
 The functions of any restaurant and bar are: 1.) to provide food and beverages which
must be appealing for customers’ satisfaction, 2.) to provide a nice environment where guests
can enjoy the food and drinks, and 3.) to gain profit.

Types of Restaurants

1.Cafeteria - a restaurant in school or a business serving mostly cooked or ready-to-eat food

where customers serve themselves from a counter after paying their meal.

2. Fast-Food Restaurant- also known as a quick service restaurant (QSR) that serves fast
food cuisine and emphasizes speed of service and low cost over all other considerations.

3. Casual Dining Restaurant- Is a restaurant that serves moderately priced food in a casual
atmosphere.
4.Family Style Restaurant- a kind of restaurant with a fixed menu and fixed price. Diners are
usually seated at a communal table such as bench seats. These restaurants provide children’s
play area.
5. Specialty Restaurant -a restaurant where menu usually include ethnic dishes and/or
authentic ethnic foods and specializes in a multicultural cuisine .

Restaurant Brigade

Human resources are the spine of every business that is why, giving focus in the
proper selection of staff personnel and management staff is essential. Restaurant staffing
depends on size, covers, style, and type of the food and extent of the operation. But
remember, the key for effective management and service delivery is teamwork. The following
personnel shows a structure of medium size casual dining restaurant.

1.Restaurant Manager- has the overall responsibility for the restaurant and other food and
beverage service areas. The restaurant manager sets the standards for service and is
responsible for any staff training that may have to be carried out, on or off the job.
2.Captain- organizes, supervises, and trains all service personnel in view of providing quick
and personalized F&B service to guest.
3. Waiter –this person provides quick and personalized F&B service to guest at allotted tables
as per standards of service laid down and to guest satisfaction.
4. Busboy- aids the captain in mis-en-place preparation, clearance of soiled dishes, setting
of tables, replenishing guest’s water and drinks, and gives best service to guests.
5. Wine Waiter/Sommelier - is responsible for the service of all alcoholic drinks, during the
service of meals. This person must have a broad knowledge of all beverages available and
best wines to accompany certain foods .
6. Host/Hostess- their role is to receive and record reservations requested for the restaurant,
attend to guests’ needs, and extend warm and courteous welcome to guests visiting the
restaurant.

4
Food Service System
1. Conventional Food Service System
This service system is the most common of all the systems in the food service. In this kind of
system, ingredients are assembled, and food/dish are produced on-site. This system is
usually used in cafeterias, restaurants, small hotels and school canteens.
CONVENTIONAL
FOOD SERVICE SYSTEM

FOOD PRODUCTION

HOLD HEATED HOLD CHILLED

SERVE TO CUSTOMERS

2.Ready/Prepared Food Service System - the food is produced on-site, it is usually chilled
or frozen then reheated and served to customers on site.

READY PREPARED
FOOD SERVICE
SYSTEM

FOOD
PRODUCTION

STORE HOLD
FROZEN CHILLED
N

HEAT

READY TO SERVE
TO CUSTOMERS

5
3. Assembly- Serve Food Service System -food is purchased then stored either chilled or
frozen for later use. Then, it will be portioned, reheated and served to customers.

ASSEMBLY-SERVE FOOD SERVICE

STORE STORE
FROZEN FROZEN

PORTION

HEAT

SERVE TO CUSTOMERS

4. Centralized (Commissary) Food Service System

Centralized Foodservice is also known as central kitchen or food factory. In this kind of
system, food is prepared in one place then transported to satellite kitchens. This system is
most effective when mass production is required.

CENTRALIZED FOOD SERVICE

SYSTEM

FOOD
PRODUCTION

STORE STORE STORE

FROZEN CHILLED HEATED

RECEIVING RECEIVING RECEIVING RECEIVING RECEIVING

KITCHEN KITCHEN KITCHEN KITCHEN KITCHEN

SERVE TO SERVE TO SERVE TO SERVE TO SERVE TO

CUSTOMERS CUSTOMERS CUSTOMERS CUSTOMERS CUSTOMERS
6
 What’s More

Directions: Fill in the blank to complete the sentence. Find the missing word/s inside the
box below.

purchased on-site quick teamwork spine

satisfaction selection available effective portioned

1-2 Assembly-Serve Food Service System is a system where food is __________ then stored
either chilled or frozen for later use. Then, it will be __________ and reheated and served to
customers.

3-4 Human resources are the __________of every business that is why, giving focus in the
proper __________ of staff personnel and management staff is essential.

5-6 A waiter must provide __________and personalized F&B service to guest at allotted
tables as per standards of service laid down and to guest __________.

7-8 Ready/Prepared Food Service System is a system where the food is produced
__________, it is usually chilled or frozen then reheated and served to customers on site and
readily ________to the customers.

9-10 The key for __________management and service delivery is __________.

What I Have Learned

Direction: Complete the sentences below:

1. After the lesson, I learned that restaurant is_________________________.
2. I found out that Food Service System is____________________________.
3. I enjoyed learning in this lesson because___________________________.
4. I can apply it at home because___________________________________.
5. Teamwork for me is____________________________________________.

What I Can Do

You already have an understanding about the Food Service Operations. Let us find
out how well you remember them. In a short bond paper, draw the four food service system.

7
 Assessment

I. Multiple Choice
Direction: Choose the letter of the best answer. Write the chosen letter in a separate sheet
of paper.

1. A food service system where in the food is prepared in one place and then transported to
satellite kitchens.
A. Assembly-Serve Food Service C. Conventional Food Service System
B. Centralized Food Service D. Ready-Prepared Food Service

2. A kind of restaurant where service ranges from quick service to upscale and specializes in
multicultural cuisine.
C. Cafeteria C. Fastfood Restaurant
D. Family Style Restaurant D. Specialty Restaurant

3. These are restaurants in school or a business which serve mostly cooked or ready-to-eat
food and where customers serve themselves from a counter after paying their meal.
A. Cafeteria C. Fastfood Restaurant
B. Family Style Restaurant D. Specialty Restaurant

4. A food service system where food is purchased then stored either chilled or frozen for later
use and will then be portioned, reheated and served to customers.
A. Assembly-Serve Food Service C. Conventional Food Service System
B.Centralized Food Service D. Ready-Prepared Food Service

5. It is also known as quick service restaurant.

A. Cafeteria C. Fastfood Restaurant
B. Family Style Restaurant D. Specialty Restaurant

6. This person aids the captain in mis-en-place preparation, clearance of soiled dishes, setting
of tables and replenishing guest’s water and drinks.
A. busboy C. manager
B. captain D. hostess

7. Someone who is responsible for the service of all alcoholic drinks during the service of
meals.
A. busboy C. host/hostess
B. captain D. sommelier

8. This system is usually used in cafeterias, restaurants, small hotels and school canteens.
A. Cafeteria C. Fastfood Restaurant
B. Casual Dining Restaurant D. Specialty Restaurant

9. It is a restaurant that serves moderately priced food in a casual atmosphere.

A. Cafeteria C. Fastfood Restaurant
B. Casual Dining Restaurant D. Specialty Restaurant
8
10. This person must provide quick and personalized F&B service to guest at allotted tables
as per standards of service laid down and to guest satisfaction.
A. captain C. manager
B. host/hostess D. waiter

11.These are restaurants with a fixed menu and fixed price. Diners are usually seated at a
communal table such as bench seats.
A. Cafeteria C. Fastfood Restaurant
B. Family Style Restaurant D. Specialty Restaurant

12.This person’s role is to receive and record reservations requested for the restaurant, attend
to guests’ needs, and extend warm and courteous welcome to guest visiting the restaurant.
A. captain C. manager
B. host/hostess D. waiter

13. It is the key for effective management and service delivery of every restaurant.
A. courtesy B. honesty C. responsibility D. teamwork

14. Which of the following is NOT included in restaurant staffing?

A. covers B. designs C. size D. style.

15.In this type of restaurant the food is produced onsite. It is usually chilled or frozen then
reheated and served to customers on site and readily available to the customers.
C. Assembly-Serve Food Service C. Conventional Food Service System
D. Centralized Food Service D. Ready-Prepared Food Service

Additional Activities

Let’s Do This!
Directions: On one (1) Oslo Paper, make a collage of your dream restaurant. Include the
restaurant brigade by adding a picture of your friends or relatives whom you think you could
work with to make your restaurant successful. You could use old colored magazines or gift
wrappers as your materials.

Lesson 2- Taking Reservation

What I Need to Know

In the restaurant industry, table reservations are hard to master; you want to
accommodate as many customers as you can, but you don’t want to make your loyal
customers wait or feel unappreciated. When reservations are mishandled, it can affect the
sales the entire evening, which is why it is crucial to focus on this aspect of your restaurant.
Objectives:
9
 At the end of the lesson, you are expected to:
• define the concept of restaurant reservation;
• differentiate the different ways of reserving; and
• Perform phone reservation.

What I Know

Multiple Choice
Direction: Choose the letter of the best answer. Write the chosen letter in a separate sheet
of paper.

1. A type of reservation that makes use of the internet through website.

A. Manual Reservation System C. Same Chain Referral
B. On-line Reservation System D. Third-Party Reservation

2. If a customer called for a reservation, which of the following must you do first?
A. Ask for the name of the caller. C. Ask caller for special instruction.
B. Ask for his/her number. D. Greet customer and introduce your self.

3. An on-line booking via a website.

A. e-mail B. facsimile C. internet D. mail

4. These are set of moral principles used when handling telephone.

A. telephone courtesy C. telephone conversation
B. telephone ethics D. telephone instructions

5. It opens the conversation whether face-to-face or through phone.

A. booking B. greeting C. clarifying D. confirming

6. It is one of the ways of reservation where a reservation company makes a booking for you.
A. Manual Reservation System C. Same Chain Referral
B. On-line Reservation System D. Third-Party Reservation

7. When a host/hostess answers the phone and record the details of the said reservation,
he/she is performing which type of reservation?
A. Manual Reservation System C. Same Chain Referral
B. On-line Reservation System D. Third-Party Reservation

8. When is the best time for you answer a phone call?

A. after the first ring C. after the third ring
B. after the second ring D. after the fourth ring

9. When a guest calls for a reservation, where would you record the details?
A. blackboard B. reservation form C. reservation list D. sheet of paper

10
10. After getting all the necessary details of the reservation, which step must not be forgotten
to follow?
A. Ask for special instruction. C. Repeat details of reservation .
B. Inform guest of the reservation time. D. Thank the guest.

11. Which is the most applicable manner when talking with a guest on the telephone?
A. Be polite and calm. C.Speak in a loud voice
B. Laugh to express happiness. D. Talk fast so the details could be discussed.

12. Why do we get the guest’s credit card information during reservation?
A. It is used as a guarantee. C. To have information about the guest.
B. To know their bank details. D. None of the above

13. As the host/hostess, which is the most important task that you must perform prior to the
reservation time of guest?
A. Check for double booking. C. Inspect the table ware to be used.
B. Confirm the reservation from the guest D. Review the reservation details.

14. Which must you do if you are checking for details and you need to leave the caller for a
while?
A. Ask for permission to leave. C. Place the handset on the table.
B. Keep silent and let the caller talk. D. None of the above

15. What else can you ask from the caller before thanking the guest and ending the call?
A. credit card details C. preferred seating area
B. menu D. special instructions

What’s In

Jumbled Letters
Directions: Let us find out if you remember the terms that you have learned from the previous
lesson by arranging the jumbled letters below. Write your answer on your answer sheet.

1. R E T R A N U A S T 6.C E R A N T D E Z E L
2. I N A T P A C 7. S F A T F I N G
3. L A N O I T N E V N O C 8. S E L S A M Y B
4. R E S C I E V 9. P E A R E R P D
5. E R O N R E S V A T I 10. R E M G A N A

11
 What ‘s New

Look at the picture on the right. What can you see?

Write five sentences on how this can be helpful to you
on your daily life.

What is It

Types of Restaurant Reservations

Table Reservation is an arrangement made in advance to have a table available at a

restaurant.There are two types of reservation.

1. Manual Reservation System- The person assigned answers the phone, record the details
of the said reservation and takes the guest’s credit card information as a guarantee. They
may also answer guest questions, give accurate directions to the restaurant, and provide clear
information about parking. They use reservation forms for taking customer’s details. A
systematic process is necessary so the information collected can be stored and made
available on the dates it is required.

2.On-line Reservation System makes use of the internet through a website, where all the
necessary information needed for reservation is keyed-in by the guest.

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. Here are some of
them:

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

12
8. Same chain referral – a reservation that has been referred from another establishment
belonging to the same group.

How to Take Table Reservations

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

Telephone Ethics

Telephone Ethics play 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.

Take note of the following:

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 might be helpful.
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 and close – always end the call pleasantly.

Here is an example of taking reservation through a telephone.

13
Receptionist: Good Morning, Casa Bernardino Restaurant, this is Maria speaking, how may I
help you?

Guest: Good Morning, I just want to make a reservation.

Receptionist: May I have your name and contact number please?

Guest: I’m Mr. Paolo Santos and my contact number is 0933 123 45 67.

Receptionist: Thank You Mr. Santos, may I ask the date and time of your reservation and for
how many persons?

Guest: for two (2) at exactly 8:00 o’clock tonight.

Receptionist: Sir, if you would allow me, may I put you on hold for a while to check for our
available table for tonight. Where do you prefer Sir ? Smoking or non-smoking area?

Guest: I want to be seated in the non-smoking area.

Receptionist: Sir, we have available seats for two located near the piano alfresco and that is
in non-smoking area, would that be alright with you sir/mam?

Guest: Thank you, that would be great!

Receptionist: Sir, would you like to order now? Our chef prepared great sets of meal for you
tonight.

Guest: No, we will just check the menu later.

Receptionist: Sir, May I inform you that your table will be held for 15 minutes only after your
reservation time. If you can’t come on time, the restaurant has the right to cancel your
reservation, would that be okay with you Sir?

Guest: Okay, no problem, we will be there on time tonight.

Receptionist: Sir, may I just repeat the details of your reservation, You are Mr. Paolo Santos,
with a contact number of (0933) 123 45 67, your reservation will be for two (2) persons at
exactly 8:00 pm tonight. You will have a table near the piano alfresco, in a non-smoking area,
did I get it all right, Sir?

Guest: Yes.

Receptionist: Is there anything else that I can help you with? Or other special instructions
regarding your reservation?

Guest: None

Receptionist: Thank you for calling Casa Bernardino Restaurant and we are looking forward
to seeing you tonight. Have a nice day.

14
 What’s More

Let us try if you can recall the Telephone Ethics that must be observed
during Phone Reservation. Write down your answers on your answer sheet.

What I Have Learned

Reflections!!!
Direction: Complete the following sentences.

1. Telephone is important in reservation process because…

2. I must observe Telephone Ethics because…

3. I am keeping in mind the Tips in Taking Table Reservations because…

What I Can Do

Practice the script in Taking phone reservation. You could ask one of your classmates
to be your partner. Make sure to ask the necessary questions and apply the tips in taking a
phone reservation. Once you are ready, record your conversation and listen how well you
have performed or in which part you have to improve.

15
 Assessment

I. Matching Type
Direction: Match Column A with Column B. Write letters only on your answer sheet.

A B
1. on-line A. good morning
2. ending B. double booking
3. arrangement C. table reservation
4. record D. pleasant
5. greeting E. after second ring
6. company F. website
7. avoid G. reservation form
8. answer H. polite
9. questions I. calm
10. voice J. third party reservation

Multiple Choice
Directions: Choose the letter of the best answer by writing the letter of your choice onyour
answer sheet.

1. These are set of moral principles used when handling telephone.

A. telephone courtesy C. telephone conversation
B. telephone ethics D. telephone instructions

2. It opens the conversation whether face-to-face or through phone.

A. booking B. greeting C. clarifying D. confirming

3. When a host/hostess answers the phone and record the details of the said reservation,
he/she is performing which type of reservation?
A. Manual Reservation System C. Same Chain Referral
B. On-line Reservation System D. Third-Party Reservation

4. It is one of the ways of reservation where a reservation company makes a booking for you.
A. Manual Reservation System C. Same Chain Referral
B. On-line Reservation System D. Third-Party Reservation

5. When is the best time for you answer a phone call?

A. after the first ring C. after the third ring
B. after the second ring D. after the fourth ring

16
 Additional Activities

Make a video about taking a phone reservation. Ask one of your classmates to portray
the role of a caller while you will act as the reservationist. Take note that you must apply the
tips and telephone ethics that you have learned.

Lesson 3 Preparing Service Station (Week 3 & 4)

What I Need to Know

Customers are the life and blood of every business. Therefore, they are always given
with preferential attention to meet their satisfaction and continuous patronage. In order to
achieve this, we must offer excellent service that requires the use of appropriate serving
equipment and utensils.

At the end of the lesson, you are expected to:

• identify the different table wares;
• Summarize proper handling of equipment; and
• Perform cleaning of equipment and utensils. .

What I Know

Multiple Choice
Directions: Choose the letter of the best answer. Write the chosen letter in a separate sheet
of paper.

1. It is a basic bar tool used for serving ice cubes.

A. bouillon cup B. ice bucket C. food cover D. water pitcher

2. It is used by restaurants for table side preparation.

A. chair B. flambe′ trolley s C. side station D. table

3. A piece of cloth which is used to w ipe lips or finger and protect our clothes from spills.
A. table cloth B.table napkin C. table runners D. top cloth

17
4. What is the suggested maximum number of chinaware to be piled up to avoid breakage?
A. 5 B. 10 C. 15 D. 20
5. It is used for serving broth where its bowl is narrow and deeper.
A. bouillon cup B. ice bucket C. food cover D. water pitcher
6. A glass tumbler used for serving cocktails, other mixed drinks, juice and softdrinks.
A. goblet C. Pilsner glass
B. high ball glass D. low ball glass

7. A breakage which is the result of contact of glasses with other equipment and hard surfaces.
A. environmental factors C. mechanical impact
B. improper handling of equipment D. thermal shock

8. A plate used to serve the entree dish or main dish.

A.base plate B. bread plate C. dinner plate D. salad plate

9. It is the result of sudden change of temperature from cold to hot temperature or vice- versa
resulting to cracks or breakage.
A.environmental factors C. misuse of equipment
B.mechanical impact D. thermal shock

10.An average spoon with approximately 5 1/2 and 6 1/2 inches in length and is used to stir
hot beverage and in eating solid food.
A.demitasse spoon C. sauce spoon
B.dinner spoon D. teaspoon

11.Plate is a good example of which tableware?

A.chinaware B. flatware C. glassware D. hollowware

12.A tumbler glass which is used for long drinks, fizzes and fresh fruit juices.
A.Collin’s glass B. Pilsner glass C. rock glass D. goblet

13.A spoon used for main course and is commonly used in eating rice in Asian countries.
A. Demitasse spoon C. sauce spoon
B. dinner spoon D. teaspoon

14.A stemware which is specifically used in serving sparkling wines.

A.champagne flute C. martini glass
B.margarita glass D. wine Glass

15.Which of the following is the measurement of a dinner plate in diameter?

A.6” B. 7” C. 10” D. 12”

What’s In

Recall Check!
Direction: Choose the best answer from the given choices.

1. These are set of moral principles used when handling telephone.

18
 (telephone courtesy ,telephone ethics, telephone conversation ,telephone instructions)

2. It opens the conversation whether face-to-face or through phone.

(booking,clarifying, greeting, confirming)

3. What else can you ask from the caller before thanking the guest and ending the call?
(credit card details ,menu, preferred seating area, special instructions)

4. An on-line booking via a website.

(e-mail, facsimile , internet , mail)

5. When is the best time for you answer a telephone call?

(after the first ring, after the second ring, after the third ring, after the fourth ring)

What ‘s New

Let’s Explore!
Direction:Answer the following by filling in the boxes.
1. A domestic hollow ware made for holding foods L

2. A small shallow bowl with a long handle and is used for eating O

3. A container for holding and pouring liquids that has a tip or spout
T
and handle
4. A piece of furniture consisting of small flat slabs and fixed legs A

5. A baked and leavened food made from mixture of flour, water, etc. A

What is It

TABLE WARE

Chinaware
These are usually used in serving main courses, salads, breads and other specialized
hot and cold desserts.
1. Place Plate/Show Plate – a 12’’ plate, used as under liner for formal sit-down dinners and
not used to serve neither food nor used for eating.
2. Dinner Plate – a 10’’ plate used to serve the entreé dish or the main course.
3. Fish Plate – an 8-9’’ plate.
4.Luncheon or Breakfast Plate – a 9’’ plate used for multiple purpose.
5. Soup Bowl/Soup Plate – a 9’’ plate intended for soup, cereal, salad or dessert. This goes
with an under-liner plate.

19
6.Salad Plate – a 7-8’’ plate intended for serving salads, desserts or may be used as under-
liner for stemmed beverages ware, cereal or soup bowl.
7.Bread and Butter Plate – a 6’’ plate used for serving breads, molded salads, rice or
desserts.
8.Cereal Bowl – a 6’’ dip dish used for serving cereals, desserts, or rice. Sometimes for salads
with dipping sauce or dressing.

Flatware
This is used in the process of having a meal, getting the food from the chinaware or
dinnerware. Others are used in serving food and cutting the food.

1. Serving spoon and fork – for serving main dishes and vegetables.
2. Butter Spreader – a small broad spatula – like knife, used to spread butter and
marmalades. It is approximately 5 to 6 inches long with a rounded or slightly wide tip.
3. Snail fork or Escargot – used for holding in the shell so the snail fork can extract it.
4. Fish knife – a pointed hook like tip used for fish appetizer like smoked salmon, pates and
it is also used in deboning fish. It varies in sizes though the usual is 8 ¾ inches long.
5. Dinner knife – a table knife with straight serrated cutting edge that is broad with a rounded
tip, used for entré. It is used to cut and push food and is laid on the table at all meats, except
when soup is served.
6. Steak knife – a serrated cutting edge with a pointed tip used for steaks. It is approximately
8 ¼ to 9 inches long so the snail fork can extract them.
7. Dinner spoon – for main course; this is commonly used to consume rice in Asian countries
like Philippines.
8. Dinner knife – a table knife with straight serrated cutting edge that is broad with a rounded
tip, used for entré. It is used to cut and push food and is laid on the table at all meats, except
when soup is served.
9. Soup Spoon – it is a large or rounded bowl, used mainly for soup.
10.Teaspoon – its average measure is approximately 5 ½ to 6 ¼ inches in length; is used
only for informal dining to stir hot beverages (coffee) and eat solid food.
11. Dessert spoon and fork – an elongated oval spoon used for dessert.
12. Demitasse spoon – half the size of the regular teaspoon, used together with demitasse
cup for after dinner coffee or hot chocolate, at an average length of 3 to 4 inches.
13. Fish knife – a pointed hook like tip used for fish appetizer like smoked salmon, pates and
is also used for deboning fish. It varies in sizes though the usual is 8 ¾ inches long. It features
a wide blade with a dull edge and a tip made with a notched point.
14. Steak knife – a serrated cutting edge with a pointed tip used for steaks. It is approximately
8 ¼ to 9 inches long.
15.Salad knife – for salad like chef’s salad and Caesars salad.

Butter Spreader Escargot Fork

Glassware

This is usually used in beverages/drinks or any liquids. It is also used in nonalcoholic

and alcoholic drinks. There is a specific glass intended for every beverages.
20
1. White Wine Glass – for serving white wines in general. It is generally narrow but not as
narrow as champagne flute, with somewhat straight or tulip shaped sides, allowing the chilled
wine to retain its temperature. It has a smaller mouth to prolong the coolness of chilled wine.
2. Red Wine Glass – also called as burgundy glass, for serving red wine in general,
specifically burgundy, Pinot Noir and Merlot. It is characterized by its rounder; the mouth is
wider which gives the wine a chance to breathe.
3. Whisky Sour glass – for whisky sour drinks, rum or brandy sours.
4. Brandy Snifter – for brandy, cognac, Armagnac, and fine champagne (Remy
Martin) to capture its aroma.
5. Collins Glass – it is usually used for long drinks, fizzes and fresh fruit juices
like fruit punch, Tom Collins, Singapore Sling, and Tequila Sunrise.
6. Margarita Glass – for champagne cocktails. It has curve between the mouth
and the stem.
7. Lowball Glass /Rock Glass/Old Fashioned Glass – is a short tumbler used for serving
liquor “on the rock”, meaning over ice, or cocktails having few ingredients.
8. Champagne Flute – for serving champagnes or sparkling wines. It is characterized by a
long stem with a tall, narrow bowl on top; the shape keeps the sparkling wine attractive and
inviting during its consumption.
9. Cocktail/Martini Glass – for Martini, Manhattan, Rob Roy, Grasshopper, Pink Gin, Gin
Sling, Rusty Nail, Gibson and Negroni. It has a cone shaped bowl on a stem above a flat base
used to serve cocktail.
10.High Ball Glass – It is a glass tumbler which holds same volume of liquid as Collins glass
but stouter in shape and is used to serve highball cocktails (spirits mixed with water, tonic,
soda, and ginger ale) and other mixed drinks like juices and soft drinks.
11.Pilsner Glass – it is used to serve various types of light beers but is intended for pilsner;
made to showcase the color, clarity and to maintain a nice head for the pilsner.
12.Water Goblet– used for serving water.

Red Wine Margarita Rock High Ball

Glass Glass Glass Glass

White Wine Martini Collins Pilsner

Glass Glass Glass Glass

Other Specialized Utensils

These utensils also aid the process of serving food to the guests. It may be directed
to the guests’ need or to waiter’s or server’s tool.

1. Pasta server – for serving pasta like spaghetti and noodles.

2. Cup and saucer – used for serving coffee or tea.
3. Bouillon cup – made for serving broth-based soups (or bouillon). The bowl of the cup is
narrower and deeper than that of the cream soup bowl, the purpose is to better retain the heat
of the bouillon by limiting the surface area exposed to the cooler air.
21
4. Silver food cover – a cover for a dish easily removed when it is about to be served.
5. Water pitcher – used for serving service water.
6. Ice bucket – a basic bar tool used for serving ice cubes. However, it is used as stand or
container for white wine in restaurant service on a bed of ice water to keep it under chilled
temperature.

Bouillon Cup and Saucer Plate Cover

Furniture

This is usually made of wood or a combination of other materials. This is very important
in the dining areas for the customers to feel comfortable when dining. Careful selection and
choosing the design must be considered to add a very good ambiance in the restaurant.
1. Tables - generally comes in three shape: round, square and rectangle. Some are
trapezoids, serpentine (arch shape) and half rounds.
2. Chairs - sizes and shapes of chairs vary but all must be sturdy and large enough to seat
guests comfortably. Chairs should also be checked for rough edges of legs that can snag on
guest clothing.
3.Flambé trolley- used by restaurants with table side preparation. In French Service or
captain service, dishes are prepared in the cart. It is positioned beside the guest’s table.

Flambe’ Trolley

Linens and other Restaurant Supplies

These materials are used to cover the table to look more elegant and gives beauty in
table set up.
1. Tablecloth – it is used to cover dining table and it should be large enough to cover the top
as well as portion of the legs of table.
2. Table Napkin – a piece of cloth used to wipe lips or finger or to protect our clothes.
3. Top Cloth – this is designed to be laid over the tablecloth to protect it from spillage and
provide it a longer life.
4. Other Items and Supplies – salt and pepper shaker, toothpick holder, bill folder, tent cards,
table runners, candle holder, flower vase, trays, menu cards/book, highchair.

Preparing the Service Station and Stocking the Sideboard

To maximize the flow of service, it is advisable to install a sideboard (wait station) in
the restaurant. The shelves must be covered to prevent dust and dirt to get into tableware.
Items placed on it must be checked daily for cleanliness and condition. Each item should be
clean, free of spots and smudges, without chips or damage. Any chipped ware must be
removed from the service station.

Proper Handling of Service Equipment

22
 Management invests substantial amount in supplies and equipment. Service staffs are
expected that these equipment are handled gently and carefully. Staff should be sanitation
and safety conscious. Table utensils should be handled in the right spot, stemmed glass by
the stem, footed glassware by the base and flatware by the handle . Bowls should never be
held by the rim so you can use appropriate under-liners. The thumb should never show on
the plate. When setting up cutleries and glassware .Avoid leaving finger marks by using trays
or by securing them inside a cloth napkin. To prevent breakage, be conscious of the rules of
equipment handling. Breakages are usually caused by the following factors:

1. Mechanical Impact –this refers to contact of glasses with other equipment and hard
surfaces. When this happens, a small abrasion is created which will weaken the surface and
probably increase the chance of breakage and chipping.
2. Thermal Shock – result of sudden change of temperature from cold to hot temperature or
vice versa resulting to cracks or breakage.
3. Improper Handling and Misuse of Equipment – using the equipment for a purpose it was
not intended for such as using a cup to scoop ice, using knives for opening cans, etc.
4. Inattentiveness or Absent-mindedness – accidents will often occur when service
personnel are absent-minded or are inattentive in executing services especially when they
are carrying breakable equipment.
5. Environmental Factors – a greasy or wet slippery floor, broken tiles, blind door may cause
breakage to tableware.

Pick up and Cleaning of Equipment and Supplies

1. Have a list of items to be picked and to be installed at the service station to make sure
nothing is left out.
2. Bring the requested items in a trolley or bus pan. Follow the guidelines as follows:
⚫ Chinaware – must be piled by tens to avoid accidental breakage.
⚫ Glassware – must be in glass racks.
⚫ Flatware – must be put in flatware rack or utility box container by type.
3.If plates are to be carried by hand, do it in way that they are secured in both hands.
4.Check for damages and remove them from service. Damaged one should be recorded in
the breakages and losses report.

Cleaning, Wiping and Polishing Tableware

1. Prepare clean and dry wiping clothes.
2. Dry flatware and chinaware using clean, dry cloth. Do not dry them in electric fan as the air
that circulates maybe carrying dust and dirt.
3. Wipe/polish Chinaware and glassware on the following step.
a. Using a polishing cloth, thoroughly wipe and polish all surfaces of plates and
glassware.
b. Wipe the rim and make sure that all surfaces are thoroughly dry.
c. Turn to the back of the plates and wipe dry the back surface.
d. For glassware’s, bring the wiping cloth into inside surfaces of the glass and wipe
thoroughly.
e. Wipe the rim and the base. Hands should not leave finger marks on the glassware.
4. Place the cutleries inside the wiping cloth and thoroughly wipe the handle, the blades of the
knife, and the mouth of the spoon and the tines of the fork.

Sanitation Measures During Mis-en-place and Set Up

23
1. Only clean and sanitized glasses, cutleries, chinaware and other service equipment shall
be set-up and be used for service.
2. Equipment should not be exposed to contamination. Keep them in close drawers or
cabinets.
3. All service equipment must be air dried to protect them from watermarks.
4. All glassware, chinaware and cutleries should be completely dry before placing in the
service station.
5. When setting cutleries, carry them to the table in a tray or plate underlined with tablecloth
to avoid direct hand contact.
6. Never place cutleries directly on tables or counters. Use tablecloth to cover the table.
7. Have bowls underlined with appropriate plate and never to be set-up or serve with finger
touching them.
8. Never set-up or return to the station any cutlery that has fallen on the floor.
9. Always wash wares within 30 minutes after use.
10.Handle glasses and dinnerware properly, not touching the sensitive surfaces used for
eating.
Tent Cards – also known as Table Tents, are triangular table displays. They are folded
in way that is readable from both sides of the displays. Its primary purpose is to show menu
or the specialty of the day. They can also be used to advertise products and services or
promote discounts.

What’s More

Click, Click, Click

Direction: Identify the pictures in each number.

24
 What I Have Learned

TRUE OR FALSE
Direction: Write T if the statement is true and F if NOT.
____________________1. Table Tents are triangle table displays.
____________________2. When serving soup, bowls are used without an underliner.
____________________3. All service equipment must be maintained regularly.
____________________4. To prevent breakage, be conscious of the instruction in equipment
handling
____________________5. Sudden change in temperature of equipment can result to
mechanical impact.
____________________6. White wine glass has smaller mouth.
____________________7. Equipment cleanliness depends on staff handling.
____________________8. Plates can be piled up as high as you want as long as you can carry
them.
____________________9. Never use any flatware or cutlery that has fallen on the floor.
____________________10. Table ware can be placed everywhere for easy access.
____________________11. Never place cutleries directly on tables,instead place it in a tray.
____________________12. To avoid contamination, place equipment in a clean storage.
____________________13. All utensils must be air dried to avoid watermarks.
____________________14. Glasses must be stacked so you could easily carry them.
____________________15. Always wash wares 30 minutes after use.

What I Can Do

After your lunch at home, gather all the soiled dishes and wash them. Rate yourself
based on the rubric below.
Criteria 1 2 3
1. Remove the leftover from plates.
2.Wash the glasses, plates, utensils and pots with dish
washing liquid or soap.
3.Rinse soiled dishes properly.
4. Stack plates properly.
5.Store table ware in storage correctly.

After rating yourself, what did you discover about your self? Have you enjoyed the
activity? Do you think it will be helpful on your daily life? Write your realization/s in a paragraph
form in a sheet of bond paper

25
 Assessment

Group Me!
Direction: Group the different tableware according to their class.

Pasta Server Butter spreader Fish Plate Brandy snifter Dinner Plate
Food Cover High Ball Ice Bucket bread knife Bouillon Cup
Martini Glass Teaspoon Pilsner Cereal Plate Soup Bowl
escargot Collins Glass Dinner Fork Pitcher Salad Plate

Glassware Chinaware Flatware Others

1. 1. 1. 1.
2. 2. 2. 2.
3. 3. 3. 3.
4. 4. 4. 4.
5 5 5 5

Additional Activities

Based from your own understanding, make a two (2) paragraph composition on how
you check and maintain your utensils and equipment at home.

26
References

27
Andrews, A. Food and Beverage Management. .Tata McGraw-Hill Publishing Company
Limited,2008

Arcos, CM., Yu, Ey. And Flores, JM. Food and Beverage Service Manual, 2017

Ditan, JL A., Fundamentals of Food and Beverage Service Operation, National Bookstore,
2008

Roldan, A. S. and Edica B T., Food Service and Bartending . Paranaque City, Air Skills
Development and Management Services, Inc.2008

D’Souza, E., Food and Beverage , A Practical Guide,. Rupa Publications India Pvt, Ltd.2012

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