Senior High School

Food and Beverage Services

(FBS) NC II
First Quarter – Week 1
Take Table Reservation
FBS NC II – Grade 12
Most Essential Learning Competency (MELC) – Based Exemplar
Quarter 1 – Week 1: Preparing dining room/restaurant area for service
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 government agency or office wherein the work is created shall be
necessary for exploitation of such work for profit. Such agency or office may,
among other things, impose as a condition the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand

names, trademarks, etc.) included in this exemplar are owned by their
respective copyright holders. Every effort has been exerted to locate and
seek permission to use these materials from their respective copyright owners.
The publisher and authors do not represent nor claim ownership over them.

Development and Quality Assurance Teams

Writer: G R D. PRONES ____________
Illustrator: TINA GRACE CORTES
Layout Artist: IVY GRACE D. CAMPOS
Language Editor: JESSAH CHRIS EVE U. VALLE
Content Evaluator: SHERYLE L. MOSCA ______
Layout Evaluator: ERSID G. BUENO ______
Management Team: NOEMI AIREEN M. ABRAHAM__________
ELNIE ANTHONY P. BARCENA ______
PSDS/DIC

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Rationale

Project PPE (Portfolio Predicate on Exemplar) is a backup contingency response

of the Schools Division of Surigao del Sur for learning delivery and learning
resource which parallel to the on-going endeavors of the higher offices in the
Department. It is the utilization of a lesson exemplar that is streamlined in a
teacher-and-learner-friendly format to cater to the new classroom setup in light
of the COVID-19 health crisis. These exemplars will be paired with a self-
contained and self-instructional portfolio.

The portfolio is a deliberate collection of works that highlight a learner’s effort

that would enable the him/her to see his/her growth and achievement, ability to
reflect on his/her own work and ability to establish goals for future learning.

Introductory Message

For the teacher:

Welcome to the TVL_FBS - 12 – First Quarter Exemplar on Taking Table

Reservation!

This exemplar was collaboratively designed, developed and reviewed by

educators from different schools in the Division to assist you in helping the
learners meet the standards anchored on Most Essential Learning Competencies
(MELC) set by the Department while overcoming the constraints in schooling
brought by the COVID-19 pandemic.

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.

As a teacher, you are expected to orient the learners on how to use this
exemplar in the most fit modality. You also need to keep track of the learners'
progress while allowing them to manage their own learning through portfolio
assessments.

For the learner:

Welcome to TVL_FBS - 12 – First Quarter Exemplar on Taking Table Reservation!

This exemplar was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time.
You will be enabled to process the contents of the learning resource while being
an active learner, either at home or in school. To help you with this, this exemplar
comes with a Weekly Portfolio Assessment. Your teacher will provide you with a

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template and you will be given a privilege to organize the portfolio in your own
creative way.

This exemplar has the following parts and corresponding icons:

This will give you an idea of the

What I Need to Know
competencies you are expected to
learn in the exemplar and the objectives
you are expected to realize.
This part includes an activity that aims to
What I Know
check what you already know about the
lesson to take.
This section provides a brief discussion of
What is It
the lesson. This aims to help you discover
and understand new concepts and skills.
This section provides an activity which
What I Can Do (1,2 & 3)
will help you transfer your new
knowledge or skill into real life situations
or concerns.
This task aims to evaluate your level of
What I Have Learned
mastery in achieving the learning
objectives.

Answer Key This contains answers to all activities in

the module.

This contains instructions about recording

Portfolio Goal Setting
your positive, realistic goals before going
through this exemplar.
This contains instructions about
Portfolio Completion -Your
completing the components of the
Growth Clue!
portfolio. This also includes a rubric to
guide you of how your portfolio will be
assessed.

At the end of this module you will also find:

References This is a list of all sources used in

developing this exemplar.

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General reminders in using this exemplar:

1. Use the exemplar with care. Do not put unnecessary mark/s on any part
of the exemplar. Use a separate sheet of paper in answering the
activities and tasks.
2. Read the instruction carefully before doing each task.

3. Observe honesty and integrity in doing the tasks and checking your
answers.

4. Finish the task at hand before proceeding to the next.

5. Return this exemplar to your teacher or facilitator once you are through
with it.

If you encounter any difficulty in answering the tasks in this exemplar,

do not hesitate to consult your teacher, parents, siblings or anybody
knowledgeable and older than you at home. We hope that through this
material, you will experience meaningful learning and gain deep
understanding of the relevant competencies. You can do it!

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 What I Need to Know

Most Essential Learning Competency:

LO 1. Take Table Reservation (TVL_HEFBS9-12AS-Ia-b-1)

Sub-competencies
1.1 answer inquiries promptly, clearly, and accurately
1.2 ask and record pertinent questions to complete the details of the
reservation
1.3 confirm and provide addition information on the reservation

Objectives

After going through this exemplar, you are expected to:

A. Knowledge: Identify correct phrases in handling telephone call;

B. Skill: Process table restaurant reservation ; and,
C. Attitude: Manifest appreciation on telephone etiquette through
script writing.

Portfolio Goal Setting

Using the Portfolio Assessment Template provided by your teacher

along with this exemplar, accomplish now your weekly goal setting. Refer to
the objectives above. Think of positive and realistic goals that you can
considerably achieve with this exemplar. List them as your plans. Remember:
Do not proceed with this exemplar unless you have accomplished your goal
setting.

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 What I Know

PRE-TEST

Multiple Choice.
Direction: Choose the letter of the correct/best answer. Write the answer in
your activity notebook.

1. It refers to an advance arrangement to ensure accommodation in a

restaurant or hotel.
A. Contract
B. Reservation
C. Initial
D. Private Call

2. This refers to the number of attendees in a party; derived from the word
“passenger”.
A. Pax
B. Guest
C. Restaurateur
D. Cover

3. What type of reservation that depends on the printed document fill-out the
information needed prior to reservation?
A. Online Reservation
B. Manual Reservation
C. Hand written Reservation
D. E-reservation

4. Which one of the most common food service systems where in the
ingredients were assembled and food/dishes are produced onsite?
A. Conventional Foodservice system
B. Commissary Foodservice system
C. Centralized Food service operation
D. Ready-Prepared Food service system

5. If you are to take a table reservation via telephone call, which of the
following statement is appropriate to end a conversation?
A. Thank you for calling Palace Restaurant!
B. Thank you for calling, good bye!
C. Goodbye and See you at the restaurant
D. Just drop the phone.

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6. It is standard to answer telephone call when the telephone ring/s _______?
A. 3 times
B. Immediately
C. 4 times
D. After second call

7. Which of the following statement is correct when you are not certain to the
gender preference of your guest?
A. “Good Morning, how would you like to be addressed?”
B. “Good Morning, ma’am!”
C. “Good Morning, Sir!”
D. “Good Morning, Ma’am/Sir”

8. Basically, in taking table reservation, what are things to be prepared?

A. Menu Card, Tent Card and Ballpoint pen,
B. Ballpoint pen, Reservation form and Menu Card
C. Ballpoint pen, Audio Recorder and Menu Card
D. Ballpoint pen, Reservation form and Reservation list

9. Which term refers to a French word which means “put into place” or pre-
service preparations?
A. Mise en place
B. Mirepoix
C. Table D’hote
D. A la Carte

10. What table appointment refers to the sharp tools made of metal and also
known as silverwares?
A. Cutlery
B. Crockery
C. Flatware
D. Hollowware

11. What refers to an entrée accompanied by standard components?

A. A la Carte
B. Semi A la Carte
C. Table D’hote
D. Drawback

12. This term refers to a place setting which occupied space approximately
20 to 24 inches long by 15 inches deep individual space at the table.
A. Setting
B. Cover
C. Ambience
D. Pax

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13. What type of table reservation you are going to consider as if the guests
calls when they are on their way and sets specific time of arrival?
A. Manual Reservation
B. Online Reservation
C. Call Ahead Seating
D. Phone Reservation

14. What is the proper way of answering telephone call at the restaurant?
A. Hello, good morning, this is Jen, how can I help you?
B. Good morning ma’am, this is Jen, how may I help you?
C. Good, this is Jen of Jem’s Restaurant, how may I help you?
D. Hello, how may I help you?

15. What type of attitude that the telephone operator should possess in
answering telephone calls?
A. Shy
B. Friendly and accommodating
C. Strict and loud
D. Talkative

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 What is It

TAKING TABLE RESERVATION

In this module you will learn the different type of Food service system.
You will also be guided on proper handling of telephone calls specifically
when taking table reservation at the hotel/restaurant.

The module itself prepares you to be competent in one of the core

competencies for the FBS NC II assessment. Therefore, read and understand
the information and activities presented in this module.

Let’s dial to learn……

Vocabulary Definition

1. Table D’Hotel A complete meal at a set price

2. A la Carte An item in the menu that is priced and

ordered separately

3. Semi A la Carte An entrée accompanied by standard

components

4. Pax A party, guests or person, derived from the

word “passenger”

5. Cover Another term for a place setting; a

combination of flatware, silverwares, and
glasses, it approximately measures 20 to 24
inches long by 15 inches deep.

6. Mise en place A French phrase which means “put into

place”, pre-service preparations.

7. Cutlery It refers table sharp metal table

appointments.

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Types of Food Service System:

1. Conventional Foodservice system

The widely known food service systems where in food/dish and its
ingredients are being produced and assembled on site. This type of
food service is applied in cafeterias, restaurants, small hospitals and
even in the school canteen.

2. Centralized (Commissary) Foodservice system

In centralized or commissary foodservice system the food is prepared in
portion and assemble individually as to meals at a central location or
adjacent to the main kitchen. Completed orders are transported to the
satellite kitchen and distributed to the customers. This is used by the fast
food, Restaurant, Airline industry, hospitals, and long-term care facilities

3. Ready-Prepared Foodservice system

The Ready-prepared foodservice system, the foods are prepared
onsite, it is usually chilled or frozen then reheated and served to
customers. Often applied by hospitals and in prisons

4. Assembly-Serve Foodservice system

In this service system, food is purchased then stored either chilled or
frozen for later use. Then it will be portioned and reheated and served
to the customers. It is usually used by in-flight caterers.

Reservation in the Food Industry

Reservation is defined as an arrangement to have something held for

your use at a later time. It is a guaranteed seat brings in more customers and
increases revenue.

Type of Restaurant Reservations

1. Manual Reservation- it depends 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 a guarantee.

2. Online Reservation System-the system uses internet through a website,

where all the necessary information needed for a reservation is keyed
in by the guest.

3. Call Ahead Seating- with this type of reservation, the guest calls when
they are on their way and set a specific time they will arrive. Usually
restaurants holds

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Procedures in Taking Table Reservation over telephone calls:

1. Greet client, mention the name of the establishment, and identify

yourself and offer assistance.
2. Once request for reservation is received, find out from the inquiring
party the dates and time of the reservation and check the
reservation list to confirm reservation dates and time.
3. After the date and time availability is confirmed, get details of the
reservation;
✓ Name of the guest,
✓ Name of the party inquiring,
✓ Number of party to attend on the date and
time reserved,
✓ Contact number of the guest to attend,
✓ Type of car (for parking reservation) and
✓ Special instruction/request.
4. Repeat the details of the reservation to the caller to confirm correct
information.
5. Thank the caller.

Sample Reservation Form

Cinderellas’ Royal Restaurant

Reservation Form
Reservation Status
_________________
VOICE FAX INTERNET EMAIL WALK IN

Reservation Keyed in to PMS Guest Service Accounts

taken by by Department
Arrival Date/Time:_________________
Name of arriving guest:____________________
Booked by: ____________________
Contact number/s_______________________
Type of Car/Plate number:_______________
Remarks:________________________________
Company Name: __________________
Address:__________________________
Special Instructions:________________________

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 Do’s and Don’ts on Handling Telephone Call for Table Reservation

Do’s:
1. When answering telephone call, it is important that it is not allowed to
ring more than three times. Advisably, it is ideal to pick up telephone
immediately or in the second or third ring.
2. Answer the phone with positive greeting as such
3. Smile first before answering the call. This will affect the sound of the
telephone operator’s voice and giving it more pleasant and friendly
tone. Take in not consideration, the telephone should be held a
distance of two fingers from the mouth.
4. Modulate your voice in answering telephone call for a clear tone. Each
word should enunciate properly to easily understand by the caller.
5. When the customer is speaking, do not interrupt just listen and take
down note.
6. Always say “I’ll check on that for you (mention the name of the caller)
if you are not definite with the information.
7. Always address the caller by his/her name to show respect to his/her
name.

Don’ts:
1. Do not answer telephone on the first ring because caller does not
expect this and will be taken off guard.
2. Don’t answer telephone call when eating, chewing or drinking.
3. Don’t leave the caller in an open line.
4. Don’t say, “IDK” or “I don’t know” in Taking table reservation over
telephone.
5. Don’t be rude to the caller.
6. Don’t pronounce words in slang pronunciation when taking to the
customer/caller
7. Don’t argue with the caller.
8. Don’t end a conversation without a positive closure.

Let’s find out!

After reading the lesson information, the learner can now answer telephone call
promptly and accurately.

Let’s ring the phone!

Guide questions

1. What are needed materials in taking table

reservation?
2. What are the factors to consider when
taking table reservation?

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 What I Can Do 1

Activity I – Give me a Phrase!

Direction: Complete the table by giving appropriate phraseology to each
steps or procedures in handling table reservation. Write the answer in your
activity notebook.

Steps and/or Procedures Appropriate Phraseologies

1. Greet client, mention the name
of the establishment, and
identify yourself and offer
assistance

2. Find out from the inquiring

party the dates and time of the
reservation and check the
reservation list to confirm
reservation dates and time

3. Get details of the reservation;

✓ Name of the guest,
✓ Name of the party inquiring,
✓ Number of party to attend
on the date and time
reserved,
✓ Contact number of the
guest to attend,
✓ Type of car (for parking
reservation) and
✓ Special instruction/request

4. Repeat the details of the

reservation to the caller to
confirm correct information

5. Thank the caller

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Activity II –Tick in the box. (True or False)

Direction: Mark (X) if the statement is False and mark (/) if the statement is
True. Write the answer in your activity notebook.

Statement True False

1. Reservations are advanced table bookings made at a

specific time.

2. An advantage of taking reservations is that you know

exactly how many guests you need to feed.

3. Overbooking is taking more reservations than the number

of tables and seats available.

4. Foodservice establishment must choose a customer to be

served.

5. Telephone operator should possess calmness in every

situation.

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 What I Can Do 2

Activity: Complete the Conversation Exercise

Direction: Please complete the dialogue by using the words from the box.
Write the answer in your activity notebook.

Reservation Date Table

Prefer Bouquet

Waitress: Good Morning, Cinderella’s Royal Restaurant, this is Cende, how

may I help you?
Customer: hi, I would like to book a table __________, under my last name, Mr.
Waltz for a party of 2.
Waitress: May I know what ________ would you like the reservation for?
Customer: Can you make the reservation for this coming Sunday, July 1st?
Waitress: on that date, it appears that all tables are full. However, there is one
remaining ______ left. May I know what time you will be __________ with us?
Customer: We ________ 6:00 pm. And by the way, could you also please
make a note, that we will be celebrating my anniversary on this date. Will it
be possible to make a special ________ of flowers?
Waitress: Yes Mr. Waltz, I have made a special note of your inquiry, included
with your reservation is bouquet of flowers for this Sunday at 6:00 p. Thank you
Mr. Waltz and we look forward to you anniversary celebration.
Customer: Thank you very much.

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 What I Can Do 3

Activity: Script Writing

Direction: Write a full script on taking table reservation over telephone call of
the given situation below. Write the answer in your activity notebook.

The situation information:

Total number of guests: A family of 10 composed of 7 adults, and

3 children
Purpose: Dinner Reservation
Condition: First time to try the restaurant;
One adult vegetarian
No smoking area

Note: The following skills shall be observed in the script

1. The phone answered promptly and with appropriate greetings

2. Inquiries are properly answered with clarity and accuracy.
3. Pertinent questions are asked to complete the details of the
reservations
4. Reservation data are accurately recorded based on the
establishment’s standards.
5. Details of the reservation are repeated and confirmed with the party
making the reservation.
6. Additional information about the food service is provided when
necessary.

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 What I Have Learned

POST-TEST

Activity I - Multiple Choice

Direction: Choose the letter of the best answer. Write the answer in your
activity notebook.

1. It refers to an advance arrangement to ensure accommodation in a

restaurant or hotel?
A. Contract
B. Reservation
C. Initial
D. Private Call

2. This refers to the number of attendees in a party; derived from the word
“passenger”.
A. Pax
B. Guest
C. Restaurateur
D. Cover

3. What type of reservation that depends on the printed document fill-out the
information needed prior to reservation.
A. Online Reservation
B. Manual Reservation
C. Hand written Reservation
D. E-reservation

4. One of the most common food service systems where in the ingredients
were assembled and food/dishes are produced onsite.
A. Conventional Foodservice system
B. Commissary Foodservice system
C. Centralized Food service operation
D. Ready-Prepared Food service system

5. If you are to take a table reservation via telephone call, which of the
following statement is appropriate to end a conversation?
A. Thank you for calling Palace Restaurant!
B. Thank you for calling, good bye!
C. Goodbye and See you at the restaurant
D. Just drop the phone.

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6. it is advisable to answer telephone call when the telephone ring/s _______?
C. 3 times
D. Immediately
C. 4 times
D. After second call

7. Which of the following statement is correct when you are not certain to the
gender preference of your guest?
D. “Good Morning, how would you like to be addressed?”
E. “Good Morning, ma’am!”
F. “Good Morning, Sir!”
D. “Good Morning, Ma’am/Sir”

8. Basically, in taking table reservation, what are things to be prepared?

A. Menu Card, Tent Card and Ballpoint pen,
B. Ballpoint pen, Reservation form and Menu Card
C. Ballpoint pen, Audio Recorder and Menu Card
D. Ballpoint pen, Reservation form and Reservation list

9. This term refers to a French word which means “put into place” or pre-
service preparations?
A. Mise en place
B. Mirepoix
C. Table D’hote
D. A la Carte

10. What table appointment refers to the sharp tools made of metal and also
known as silverwares?
A. Cutlery
B. Crockery
C. Flatware
D. Hollowware

11. What do we an entrée accompanied by standard components?

A. A la Carte
B. Semi A la Carte
C. Table D’hote
D. Drawback

12. It is another name for a place setting which occupied space

approximately 20 to 24 inches long by 15 inches deep individual space at
the table.
A. Setting
B. Cover
C. Ambience
D. Pax

18
13. What type of table reservation you are going to consider as if the guests
calls when they are on their way and sets specific time of arrival?
A. Manual Reservation
B. Online Reservation
C. Call Ahead Seating
D. Phone Reservation

14. What is the proper way of answering telephone call at the restaurant?
A. Hello, good morning, this is Jen, how can I help you?
B. Good morning ma’am, this is Jen, how may I help you?
C. Good, this is Jen of Jem’s Restaurant, how may I help you?
D. Hello, how may I help you?

15. What type of attitude that the telephone operator should possess in
answering telephone calls?
A. Shy
B. Friendly and accommodating
C. Strict and loud
D. Talkative

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 20
What I Have Learned What I Know What I Can Do 1
Multiple choice 1. B I – Give Me Phrase
2. A
1. B 3. B
2. A 4. A II – True or False
3. B 5. A
1. True
4. A 6. B
7. A 2. True
5. A
8. D 3. True
6. B
4. True
7. A 9. A
5. True
8. D 10. A
9. A 11. B
10. A 12. B
11. B 13. C
12. B 14. C
13. C 15. B
14. C
15. B
What I Can Do 3 What I Can Do 2
Activity: Script Writing Activity: Completing the
Conversation Exercise
1. Reservation
2. Date
3. Table
4. Reservation
5. Prefer
6. bouquet
Answer Key
 Portfolio Completion – Your Growth Clue!

You now go back to your portfolio and work on the other components
that follow your Goal Setting. Remember that your portfolio is a deliberate
collection of your works with the help of the exemplar. Highlighting your
efforts here enables you to see and reflect on your growth and achievement
and your ability to establish goals just to learn. Upon completion of your
portfolio, please be guided of the rubric below.

Rubric for Portfolio Assessment

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References

BOOKS:

TESDA Training Regulatory Manual for Food and Beverage Services

TESDA TV
TESDA Competency-Based Learning Materials, Tourism Sector (Hotel and
Restaurant, Food and Beverage Services NC II
Technical-Vocational-Livelihood, Home Economics Food and Beverage
Services Manual (DepEd), First Edition 2017.

INTERNET SOURCES:

Guiliano, Marcus, “Taking a reservation and answering the phone,” blog

accessed from
https://restaurantstafftraining.blogspot.com/2010/03/taking-reservation-and-
answering-phone.html
https://www.mitel.com/articles/phonoe-etiquette-business-calls

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For inquiries or feedback, please write or call:

DepEd Surigao del Sur-Schools District of _______________________

Address _____________________________________________________
_____________________________________________________
_____________________________________________________
Contact Number:
Email Address:

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