FOOD AND BEVERAGE SERVICES NCII

DINING SERVICE
RECEIVING RESERVATION

RECEPTIONIST: UA Restaurant, Good Morning! This __________ speaking. How may I help you?
GUEST: I would like to make a reservation.
RECEPTIONIST: Before anything else Ma’am/Sir, may I know your name so I may address you properly?
GUEST: I’m ______________.
RECEPTIONIST: Okay Ma’am/Sir ____________. When would that be, the time of your arrival and good for
how many persons?
GUEST: That will be on _________ and good for two persons. Our time arrival is 6:00 pm
RECEPTIONIST: Wait for a while Ma’am/Sir ___________ I will just check our reservation book. (check
reservation book)
Thank for waiting Ma’am/Sir __________. I am glad to inform you that we have an available table for
two for you on ___________.
GUEST: Thank you.
RECEPTIONIST: Ma’am/ Sir ________ where would you prefer to dine? Pool side or inside our restaurant?
GUEST : _________________
RECEPTIONIST: Ma’am/Sir _________ may I know your personal details such as your complete address,
contact number, and the method of payment.
GUEST: I am residing at __________________. My contact number is 09123456789 and I will be paying in
_____________( cash or credit card).
RECEPTIONIST: Thank you Ma’am/Sir __________. Ma’am/Sir I would like to repeat the details of your
reservation. You are reserved on ________(date), you will arrive at ________ (time), good for two
persons, _________ (inside the restaurant or pool side), your complete address is at
__________________________, your contact number is ______________________, and you will be
paying in ___________________. Did I take it correctly Ma’am/Sir?
GUEST: yes.
RECEPTIONIST: Thank you ___________. I am looking forward to seeing you on the day of
your reservation. Bye.

WELCOMING THE GUEST WITH RESERVATION

WAITER: Good morning Ma’am/ Sir! Welcome to UA restaurant. I’m ___________ your food
attendant for today. By the way Ma’am/Sir, do you have any reservation?
GUEST: Yes.
WAITER: Ma’am/ Sir, May I know if your reservation is under what name Ma’am/Sir?
GUEST: I am __________________.
WAITER: Ma’am/Sir __________ please take a seat. I will just check the reservation book.
WAITER: Ma’am/Sir ______ I’m glad to tell you that we have reserved a table for 2 for you. This
way please.
* Walk ahead of the guest leading him/her to his/her table
WAITER: Please take a seat Ma’am/Sir.
Excuse me ma’am/sir here’s the menu list for your food and beverage selection.
*Present the menu card at the left side of the guest.
*After presenting the menu card pick the table napkin from the left side and excuse yourself and lay
it on the lap of the guest at the right side and say………..
WAITER: Excuse me Ma’am/Sir, would you allow me to unfold the table napkin on your lap?
*Place the table napkin on the guest lap. If the guest says NO, just place the napkin on the left side
of the guest table.
GUEST: Thank You
WAITER: I will leave you for a while, I will just fill your water goblet.
*Get a pitcher with water and white table napkin. Fill the goblet with water ¾ full)
WAITER: Ma’am/Sir would you like to have your complimentary bread while choosing your food?
* If yes, serve bread and butter with butter spreader at the left side using food tong. Return the pitcher
to the kitchen and serve bread and butter. Serve the butter first and present bread. Prepare the order slip with
carbon and pen. Go back to the guest table, excuse yourself again and ask if the guest is ready to order.
WAITER: Excuse me Ma’am/Sir. Here is your butter and your complimentary bread.
TAKING FOOD AND BEVERAGE ORDER
WAITER: Excuse me Ma’am/Sir, may I take your order now?
*If the guest says yes stand at the right side, ready the pen and order slip
GUEST: I want to order .
or I’m on diet. What could you suggest?
or I want some hot what could you offer.
or What is the specialty of the house? Why it is special?
or What are the ingredients of ?
*Possible questions that the guest will be asking about the menu.
*Do a suggestive selling.
WAITER: May I suggest a soup for you to start your meal ma’am/sir? Our ________ soup is the bestseller;
would you like to try it? For salad, we have fresh and nutritious ______ salad with vinaigrette dressing
and tastier _________ with thousand island dressing which one would you prefer?
*After taking all the food order of the guest repeat the food order.
WAITER: “Ma’am/Sir _____ you have ordered the following _______, _______, ________,
. Did I take all your orders correct ma’am/sir? May I borrow the menu list sir/ma’am? Ma’am/Sir kindly
wait for 15 minutes for your food to be served? Excuse me for a while.
* Link all the orders at the kitchen. Press the bell once and announce food order of the guest.
WAITER: Chef table number ____ under the name of Mr./Ms.________ ordered ______, ______, _______.
Thank you chef!
*Table Adjustment: Remove all unnecessary service wares on the guest table which are not intended for the
meal of the guest starting from left side going to the right side of the guest. Collect and Wipe all utensils to be
set up on the guest table, according to food order of the guest. Use tray when carrying additional items for set
up.
* Serve food and beverages are serve at the right side of the guest using the right hand of the waiter and
holding the tray at the left hand. Use rectangular tray.
Juices should be served together with the first ordered food. Mention the name of the food or beverages that
you are serving.
*Serve the 1st meal together with juice.
WAITER: Excuse me Ma’am/Sir ____ here is your ______ juice our bestselling refreshing drinks and your
_________. Enjoy your meal Ma’am/Sir
*serve food and beverage at the right side of the guest.
*When done eating……….
WAITER: Excuse me Ma’am/Sir are you done with your ________? May I remove the plates now?”
*Buss out at the right side of the guest. Serve the 2nd meal and buss out, serve the 3rd meal buss out. Ask
the guest about the food, if it is good or delicious.
** Dessert: Serve dessert after bussing out soiled dishes used in main course including show plate. After
bussing out, be sure to crumb the table before serving the dessert. Use bread plate and table napkin when
crumbing the table.
**Hot Drinks: Serve hot drinks after bussing out soiled dishes used for dessert.
Serve it along with the dessert if guest request for it. Place the cup and saucer first at the right side of the
guest followed by creamer and sugar and the coffee/tea pot(if 3 in 1 coffee just bring tea pot with hot water, if
brewed coffee ask the guest if they want creamer and sugar and bring coffee pot with coffee diluted in hot
water)
*Make sure that the cup is turned upside down with the ear at 3-4 o’clock. Stand at the right side of the guest.
*Wait till the guest ask for their bill, settle to the cashier, review the bill then place it in a bill tray and give it to
the guest.
*Present the bill closed if book type and turn the receipt upside down if bill folder is used. Be sure to check all
items ordered have been priced.

WAITER: EXCUSE ME Ma’am/Sir here is your bill. How would you like it to be settled? In cash or credit card?
GUEST: I will pay it in _________.

*step backward at least 1 meter away from the guest. Let the guest have the privacy when counting or
picking his/her money. Wait for the signal of the guest before taking the bill folder.
*After setting the bill, Remove the carbon paper and let the guest sign 2 copies and give the original copy.

CASH WITHOUT CHANGE:

WAITER: Ma’am/Sir, I received _________ and your bill is ________. Kindly sign the receipt. Ma’am/Sir here’s
the copy of your receipt (ORIGINAL COPY)

CASH WITH CHANGE:

WAITER: Ma’am/Sir, I received __________ and your bill is _________. Please wait for a while Ma’am/Sir, I
will be back for your change.

*Change your bill folder to change tray.

WAITER: Excuse me Ma’am/Sir kindly sign the receipt. Ma’am/Sir here’s the copy of your receipt.(ORIGINAL
COPY)

CREDIT CARD:
WAITER: Ma’am/Sir, may I borrow your identification card and your credit card for verification.
GUEST: okay
WAITER: Thank you ma’am/sir. Please wait for a while; I will just verify your credit card”

* VERIFY THE CREDIT CARD.

(waiter to the cashier)

WAITER: Cashier I would like to verify the credit card of the guest in table # _________ please. Thank You.

(go back to the guest table)

WAITER: Excuse me ma’am /sir here’s your credit card and identification card. Kindly sign the receipt.
Ma’am/Sir here’s the copy of your receipt (Original Copy)

BIDDING GOODBYE:
WAITER: Ma’am/Sir ______. Thank You for dining with us and it’s our pleasure to serve you. Please come
again and have a nice day.

**BUSSING OUT: buss out first the cruet set and the table napkin, utensils, plates, glasses
-Water goblet is the last service ware to be removed from the table after the guest finished eating his/her
meal.
-change the linen.
-Arrange the kitchen before you leave.