Senior High School

TECHNICAL-VOCATIONAL
EDUCATION
FOOD & BEVERAGE
SERVICES (NCII)
Quarter 4 – Module 4:
PROVIDE FOOD AND BEVERAGE
SERVICES TO GUESTS
Food & Beverage Services (NCII) – Senior High School
Quarter 4 – Module 4: Provide Food and Beverage Services to Guests
First Edition, 2020

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Published by the Department of Education – Region XI

Regional Director: Allan G. Farnazo
Assistant Regional Director: Maria Ines C. Asuncion

Development Team of the Module

Writer: Allan B. Alaba
Editors:
Reviewers:
Illustrator:
Layout Artist:
Management Team:
Allan G. Farnazo Josephine L. Fadul
Mary Jeanne B. Aldeguer Christine C. Bagacay
Analiza C. Almazan Lorna C. Ragos
Pedelina O. Huevos Alpha D. Palconit

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 SHS

FOOD &
BEVERAGE
SERVICES (NCII)
Quarter 4 – MODULE 4:
PROVIDE FOOD AND BEVERAGE
SERVICES TO GUESTS
Introductory Message

This Self-Learning Module (SLM) is prepared so that you, our dear

learners, can continue your studies and learn while at home. Activities,
questions, directions, exercises, and discussions are carefully stated for
you to understand each lesson.
Each SLM is composed of different parts. Each part shall guide you
step-by-step as you discover and understand the lesson prepared for
you.
Pre-tests are provided to measure your prior knowledge on lessons in
each SLM. This will tell you if you need to proceed on completing this
module or if you need to ask your facilitator or your teacher’s assistance
for better understanding of the lesson. At the end of each module, you
need to answer the post-test to self-check your learning. Answer keys
are provided for each activity and test. We trust that you will be honest
in using these.
In addition to the material in the main text, Notes to the Teacher are
also provided to our facilitators and parents for strategies and reminders
on how they can best help you on your home-based learning.
Please use this module with care. Do not put unnecessary marks on any
part of this SLM. Use a separate sheet of paper in answering the
exercises and tests. And read the instructions carefully before
performing each task.
If you have any questions in using this SLM or any difficulty in
answering the tasks in this module, do not hesitate to consult your
teacher or facilitator.
Thank you.

ii
 Let Us Learn!
Welcome to Food and Beverage Services!
This Module is a specialized course which leads you to Food & Beverage
Services National Certificate Level II (NC II).
This module is prepared to help you achieve the required learning outcome,
process payments and receipts that will enable you to acquire the knowledge,
skills and attitudes in this particular trade independently at your own pace or with
minimum supervision or help from your teacher.
- Talk to your teacher and agree on how you will both organize the actual
performances of this lesson. Read through the learning guide carefully. It
is divided into sections which cover all the skills and knowledge you need
to successfully complete this module.
- Use the self-check questions at the end of each lessons to test your own
progress.
- When you have completed this module (or several modules) and feel
confident that you have had enough practice, your teacher will arrange an
appointment with you to assess you. The result of your assessment will be
recorded.
This lesson contains the following skills and knowledge:
 prepare and process bills accurately in coordination with the cashier;
 verify amount due with the customer;
 accept cash and non-cash payments and issue receipts;
 give requires change to the guests or customers; and
 complete required documents in accordance with the enterprise policy.

1
 Let Us PROCESS PAYMENTS
Try!
AND RECEIPTS
LESSON

1
Word Search
How well do you know the topic? Let’s try to find out by familiarizing and
finding the terms/words used in processing payments and receipts in a restaurant.
Copy the activity and answer it in a clean sheet of paper.

1. BILLS 6. RECEIPTS 11. DOCKETS

12. CUSTOMER
 Let Us Study

Way to go! Let us level up!

Process Payments and Receipts

The procedures by which check or bill are prepared and processed

range from handwritten dockets to highly computerized systems. A check is
made when the items are transcribed from an order pad or a Kitchen Order
Ticket (KOT).

The purposes of a customer’s check or bill are to notify the guest of

the amount to be paid and to act as a system regulator for the restaurant.

Customer’s bill may be presented at the restaurant’s table, at the bar,

or at a cashier’s counter. Wherever it is presented, the bill or check should
always be updated. The bill or check should be kept ready for presentation
as soon as the customer needs it. This may not always be possible,
specifically when drinks are being served right up to the time of the
customers’ departure.

How to process payments and receipts:

 Prepare and process bills accurately in coordination with the cashier.
 Verify amount due with the customer.
 Accept cash and non-cash payments and issue receipts.
 Give required change to the guests or customers.
 Complete required documents in accordance with enterprise policy.

A most important reminder never count tip in the dining room.

3
 Presentation and Settlement of the Bill

Steps Procedure Rationale

1. If there are no The cashier will prepare Advance preparation

more orders, the bill once advised to can minimize waiting
inform the cashier close the check. time for bill settlement.
to close the order.

2. Review the bill Check if the following To avoid errors and

first before information are clearly guest complaints, all
presenting it to indicated in the check bills must be
the customer. *name of guest (if thoroughly checked
charged to room) and before they are
the server, table presented to the guest.
number, date and
number of guests, items
ordered and quantity of
orders.

*whether all items that Correction if any must

were served are properly be authorized and
charged; signed by the
supervisor.

*for groups, check If two checks are used,

whether one check or have both pages
individual checks are to clipped together to
be made. avoid losing or
misplacing any page.

*sales tax and service

charge (if applied) are
added to the bill;

*that no item other than

what is served is
included in the bill;

4
 *right check is used- Make sure that the
food check for food check number us
orders; beverage check written on the second
for beverage orders. check.

3. Present the bill. Place it in a bill folder or Give the bill to the host
tray with the amount or the gentlemen if the
faced down. host is not known.

4. Take payment If cash is received, count This will help avoid

from the host. the money in front of trouble and
the host. Inform him misunderstanding
outright of the amount
received.
Ex. “Sir, you gave me
P 1,000.”

If the bill will be settled Any shortage should be

by credit card, the settled outright before
cashier must get a leaving the table.
clearance from the
credit card company
before posting.

Guest must never be

If the card is expired or placed in an
suspended, tell the embarrassing situation
supervisor for him to especially if they are
discreetly talk to the dining with some
guest. guests

Never say he is Critical issues like

suspended. Just tell suspended cards or
him that you have signing privilege should
difficulty getting a be handled by the
clearance from the supervisor who may
credit card company. also consult with the
Ask him for any other manager for a decision
valid credit card. on the matter. He /She
must talk to the guest
in private ensuring that
the conversation is not

5
 overheard by other
guests.

“Sir, I have difficulty

obtaining clearance for If the customer is a
your credit card. Do you registered guest in a
have any other card?” hotel and wants to
charge the bill to his
room, check first if he
If he has no other card, can sign. Some guest
ask for cash payment: accounts are placed on
“Do you mind settling “cash basis” in which
the bill in cash instead”? case the guest is not
authorized to sign. The
manager must secure
If a guest has a signing clearance or approval
privilege (as in from the
membership clubs), Accounting/Credit
check first the status of office before allowing
his account before the guest to sign for
allowing him to sign. charges.

If the guest’s signing

5. Turn over the privilege is suspended,
payment to the the manager must
cashier discreetly talk to the
guest in private.

Wait for all the changes

if any, place it on a The receipt must be
change tray and give to given to the guest
the host together with the
change

Say “Thank you” to the

guest after giving the
change.

6
 Let Us Practice

Awesome! You've made this far! Let's keep going!

After answering this honestly. You may want to check your answer in
the Answer Key section.

Modified True or False

Direction: Write the word True if the underlined word or statement is
correct and write the correct answer if the underlined word or
statement is wrong. Write you answers in a separate sheet of paper.

_______________ 1. Turn over the payment to the kitchen.

_______________ 2. If the card is expired or suspended, tell the cook for

him to discreetly talk to the guest.

_______________ 3. The receipt must be given to the guest together with the
change.

_______________ 4. Politely ask the guests if they allow you to present the bill.

_______________ 5. The waiter will prepare the bill once advised to close the
check.

_______________ 6. Place the bill in a bill folder with the amount faced down.

_______________ 7. Never count tips in the dining room.

_______________ 8. Do not present the bill until they are asked for.

_______________ 9. Say “Thank you” to the guest after giving the change.

______________ 10. Guest’s orders may be presented at the table, at the bar,
or at a cashier’s desk.

7
 Let Us Practice More

Crossword Puzzle

Direction: Complete the crossword puzzle below by answering the given

clues. Copy the puzzle and write your answers in a clean sheet of
paper.

Across Down

2. A proof of payment for items purchased 1. A person who scans the goods through a cash
4. Is the voluntary tender of money or its register that the customer wishes to purchase
equivalent or of things of value by one at the retail store.
party to another in exchange for goods, 3. It is made when the items are transcribed from
or services provided by them. an order pad or a Kitchen Order Ticket (KOT).
5. A document acknowledging that a person has
received money or property in payment
following a sale or other transfer of goods or
provision of a service.

8
 Let Us Remember

Awesome! Now, let us gather what you have learned.

Essay Writing
Direction: Answer the question briefly and write your answers in a separate
sheet of paper.

1. How to process payments and receipts?

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

Let Us Assess

Essay Writing
Direction: Answer the question briefly. Write your answer in a separate
sheet of paper.

1. How do you process debit or credit card payments?

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

Your answers will be rated using this rubric.

RUBRIC
Criteria Very Needs
Excellent Satisfactory
Satisfactory Improvement Total
(5 pts.) (3 pts.)
(4 pts.) (2 pts.)
CONTENT
The answer is relevant in the topic.
ORGANIZATION OF THOUGHTS
STRUCTURE & MECHANICS

9
 Grammar, Punctuation, Capitalization
Total Score

Let Us Enhance

Excellent! This would be easy for you!

Enumeration

Direction: Enumerate the steps in presenting settling of the bill to the

customers by completing the process below. Copy the organizer
and write your answer in a separate sheet of paper.

1. 2. 3. 4. 5.

10
 Let Us Reflect

Congratulations! Let us ponder to this thought by answering the given

question.

“Never count
tips in the dining Source: Cristeta M. Arcos, Evangeline V. Yu, and Jelly
M. Flores, Food & Beverage Services Manual, Pasig:
Sunshine Interlinks Publishing House, Inc., 2017, 264.

Source: The photo was

illustrated by the writer.
room.”
Why is it necessary not to count the tips given by the customers in the
dining room? Write your thoughts in a separate sheet of paper.

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

Your answers will be rated using this rubric.

RUBRIC
Criteria Very Needs
Excellent Satisfactory
Satisfactory Improvement Total
(5 pts.) (3 pts.)
(4 pts.) (2 pts.)
CONTENT
The answer is relevant in the topic.
ORGANIZATION OF THOUGHTS
STRUCTURE & MECHANICS
Grammar, Punctuation, Capitalization
Total Score

11
 Let Us Learn!
Welcome to Food and Beverage Services!
This Module is a specialized course which leads you to Food &
Beverage Services National Certificate Level II (NC II).
This module is prepared to help you achieve the required learning
outcome, conclude food service and close down dining area and manage
intoxicated persons. This will be the source of information that will enable
you to acquire the knowledge, skills and attitudes in this particular trade
independently at your own pace or with minimum supervision or help from
your teacher.
- Talk to your teacher and agree on how you will both organize the
actual performances of this lesson. Read through the learning
guide carefully. It is divided into sections which cover all the skills
and knowledge you need to successfully complete this module.
- Use the self-check questions at the end of each lessons to test your
own progress.
- When you have completed this module (or several modules) and
feel confident that you have had enough practice, your teacher will
arrange an appointment with you to assess you. The result of your
assessment will be recorded.
This lesson contains the following skills and knowledge:
 remove soiled dishes when guests are finished with the meal;
 clear and reset tables and make ready for the next meeting;
 say thanks and give a warm goodbye to guests;
 determine levels of intoxication of the guests;
 apply suitable procedure to the situation; and
 apply legislative requirements.

12
LESSON  CONCLUDE FOOD SERVICE and
CLOSE DOWN DINING AREA
2  MANAGE INTOXICATED
PERSONS

Let Us Try
Word Search
How well do you know the topic? Let’s try to find out by familiarizing
and finding the terms/words applicable in managing intoxicated persons
and closing the dining area. Copy the activity and write your answers in a
clean sheet of paper.

1. INTOXICATION 6. INAUDIBLE
2. ALCOHOLISM 7. BEVERAGES
3. CRUMBING 8. GRATITUDE

13
 4. CLEARING 9. PATRONAGE
5. BELLIGERENT 10. DEPARTURE

Let Us Study

Lesson 6.1 Clearing and Resetting the Table

Running a smooth and productive restaurant requires the balanced

coordination of employees, sellers, and inventory. The restaurant’s efficient
operation is dependent upon its preparedness. While a busy restaurant can
quickly deplete its inventory and distribute its change, it must remain
consistently prepared for the following workday. The restaurant’s opening
and closing checklists help to reorganize and replenish the depleted items to
keep the business reliably equipped.

When an appetizer has been served, the empty glasses are cleared
only after the wine is served. If a white wine is served with the appetizer, the
empty glasses are removed only after the red wine has been poured. The
red-wine glasses are cleared after the coffee or after-dinner drinks are
served. When the guests have finished with the main course, any platers or
serving dishes on the table are removed first. Then the dinner plates are
cleared after the coffee or after-dinner drinks are served. When the guests
have finished with the main course, any platters or serving dishes on the
table are removed first. Then the dinner plates are cleared along with the
flatware. Finally, any smaller plates, bread plates, and finger bowls are
removed. Before dessert is served, the table should be totally cleared, except
for the flowers or other decorations.

When clearing a table between courses, remove all flatware from the
plates, and place it on the side of the tray. Never stack plates on top of food.
Cover the tray with a service towel before carrying the tray through the
dining room to the kitchen. Remove the tray as soon as the table is cleared.

14
Clearing Table at the End of the Service

When tables are cleared, do not dump everything on a single tray, but
remove the different table wares according to these directions:

1. Remove the plates in front of the customers with the right-hand s

that the stack of plates is on the left hand behind the customer’s
chair. In this way, if an accident occurs, the plates held in the left
hand will go onto the floor rather than over the customer.
2. For the side plates, which are on the left-hand side of the cover,
clear
them from the left, thus avoiding stretching in front of the
customer.
3. Remove all unused food first. For example; butter, bread, rolls, any
platters of unconsumed food, and others.
4. Remove soiled glasses and napkins. Never allow linen to be soaked
in oil or gravy.
5. Remove all the condiments, sauce, salt, pepper etc.
6. In a separate tray or plate remove all unused silver items.
7. Never mix unused silver items with soiled ones. You may have to
make more than one trip for this.
8. When the guests have left, clear the used and soiled items on the
tables and service areas prepared for use again.
9. Turn off electrical equipment when appropriate.
10. Reset the tables and work areas.

The side station may be used while clearing the table. However, it
should also always look neat and should not be cluttered.

Crumbing/Brushing down
Tables are usually crumbled down after the main course and side
plates have been cleared. although a variety of crumbing implements, such
as brush and pan sets, table scrapers and electric brushes, is available for
15
this purpose, the most used table ware is a dinner plate and a folded service
cloth.

The following are the procedures in crumbing down using a service

plate and cloth:
 Make sure the side plates, cruets and other items not needed have
been removed.
 Hold the plate on the flat of your left hand with your hand under the
center of the plate.
 Brush down from the guest’s left (from where the side plate was before
it was cleared).
 Hold the plate just under the edge of the table with your left hand.
 Brush the crumbs on to the plate using a folded service cloth held in
your right hand.
 Do not flick the crumbs but brush them steadily towards you with the
folded service cloth.
 Move around the table crumbing down each guest’s place as required,
finishing with the host.

Note: In case the desserts are set on the table after crumbing down, they
should be adjusted to ensure comforts of the guest.

Bidding the guest goodbye

 When guests are departing, waiters should have four distinct
objectives:
o To make sure their experience in the restaurant was enjoyable
o Show gratitude for their patronage with a big smile
o To invite them back for another visit soon
o To make sure their last impression is a positive one
 The farewell should be warm and friendly, and as personal as
possible.

16
  If you are not too busy serving other guests, assists those departing
by moving their chairs for them, collecting their personal belongings
(not forgetting coats, hats, bags, umbrellas) and offering to call for a
taxi if needed.
 If you are serving others, acknowledge their departure with a nod and
smile.
 If you can, wish them a “Good day or Good evening” and thank them
from coming.
 If you know the name, use it: “Good night, _________________. We look
forward to seeing you again soon.”
When guests are ready to leave, assist them with their chairs and their
jackets if any. Check the table to ensure that guests have not left any
belongings behind.

Lesson 6.2 Manage Intoxicated Persons

Way to go! Let us level up!
Alcoholism/Intoxication is a term used to describe a change in
awareness, mood, intellectual processes, and motor skills that results from
high levels of alcohol on the central nervous system.
Many things such as food, medication, sleep, and so on, can affect
how people process alcohol. As a restaurant and bar owner, you must
effectively choose a method of observing your customers.
How to detect signs of customer’s intoxication in restaurant and bars?
To help recognize potentially intoxicated customers, the following are
the most common signs of alcoholism/intoxication:
 Volume of speech become louder
 Eyes seems glassy
 Inaudible speech
 Stumbling or tripping over things
 Spilling drinks or even missing their own mouth when drinking
 Destructive behavior

17
 Quiet customers who just sit and drink may sometimes be the most
dangerous person as they typically do not display the common signs of
alcoholism/intoxication, and yet may explode anytime once they are in a
state of too much drunkenness.
You must know the rules in your establishment and implement good
judgment to serve your customers and your fellow workers safe and sound.

The following are guidelines in declining service to a drunk customer:

 Do not cut anyone off in front of others. Remember to keep everything
realistic, not accusatory: “I think you had enough, call it a night.”
 Discreetly give the person’s friend the same information. Tell the
person the guest is with that you are not serving him/her anymore.
Don’t get into any negotiation about it.
 Make sure that the guest has a ride home. if he/she does not, call a
cab and make sure he/she gets into it.
 Do not make a big deal out of cutting a guest off, be firm. It is for their
own good.

Some tips for handling customers who are intoxicated:

 Stop serving them immediately, If the customer has wandered in
from another bar or restaurant, you can refuse to serve them. They
may claim you're acting illegally, but you're not. You are acting
responsible.
 Offer the customer some coffee and some food, as an alternative
to a drink.
 Call a cab or another ride home for the customer. Do not let them
drive!
 If a customer becomes belligerent or angry, escort them outside of
the restaurant and call the police, who can look after the customer,
until he or she is safe and sober.
 Offer the guest some food. Food can slow down the absorption of

18
 alcohol.
 Remove an empty glass or bottle before coming back with the next
one.
 Instruct employees to offer water or nonalcoholic beverages.

If a customer who is intoxicated remains drinking liquors, he may

come to a point of alcohol poisoning, which may be deadly.

Let Us Practice

Awesome! You've made this far! Let's keep going!

After answering this honestly. You may want to check your answer in
the Answer Key section.

Multiple Choice
Direction: Read the following test items carefully and choose the correct
answer from the given choices. Write the letter only in a clean
sheet
of paper.
1. Who among the following type of customers will likely be the most
dangerous ones as they usually do not exhibit the common signs of
intoxication, and yet may explode anytime once they have too much to
drink?
a. Quiet customers
b. Loud customers
c. Young customers
d. Old customers
2. Which of the following is not a proper way in handling intoxicated
customers?
a. Offer the customer some coffee and some food, as an
alternative to a drink.
b. Call a cab or another ride home for the customer. Do not let
them drive!
c. Offer the guest some food. Food can slow down the absorption
of alcohol.
d. Offer alcoholic beverages.

3. A term used to describe a change in perception, mood, thinking

processes,
and motor skills that results from high levels of alcohol on the central
nervous system.
a. Indigestion

19
 b. Intoxication
c. Food Poison
d. Food Borne Illness

4. Which of the following is not the proper procedures in crumbing down

using
a service plate and cloth?
a. Make sure the side plates, cruets and other items are
displayed in the entire dining experience of the customer.
b. Hold the plate on the flat of your left hand with your hand
under the center of the plate.
c. Brush down from the guest’s left (from where the side plate
was before it was cleared).
d. Hold the plate just under the edge of the table with your left
hand.
5. The following are the most common signs of alcoholism/intoxication,
except
one.
a. Volume of speech become louder
b. Eyes seems glassy
c. Audible voice
d. Stumbling over things

6. Which of the following is not an appropriate job of a waiter when guests

are
ready to leave?
a. Assist them with their chairs and their jackets if any.
b. Check the table to ensure that guests have not left any
belongings behind.
c. Say Thank you.
d. Check the ladies’ purses/bags.

7. What will you offer when the customer is intoxicated?

a. San Pellegrino Water
b. Vodka
c. Whiskey
d. Rum

8. What do you mean by the phrase, “clearing the table”?

a. Get the food.
b. Removing the unnecessary table wares on the table.
c. Eliminating dirt on the table.
d. Clean the table for the next customer.

9. What table ware should be used in crumbing?

a. clean cloth only
b. used cloth only
c. clean cloth and service plate
d. used cloth and saucer

20
10. What station may be used while clearing the table?
a. Bar Station
b. Waiter’s Station
c. Kitchen Station
d. POS Station

Let Us Practice More

Fill in the Blank

Direction: Read each sentence carefully and fill in the blanks with the
appropriate word to complete the ideas. Write your answers in
a clean sheet of paper.

1. When guests are ready to ______, assist them with their chairs and their
jackets if any.

2. The __________________ may be used while clearing the table. However, it

should also always look neat and should not be cluttered.

3. If a person who is intoxicated remains drinking liquors, he may come

to a point of alcohol poisoning, which may be ______________.

4. Quiet customers who just sit and drink may sometimes be the most
____________ person as they typically do not display the common signs of
intoxication.

5. In refusing service to a drunk customer the waiter should not

_______anyone off in front of others.

6. The farewell should be ______ and ____________, and as personal as

possible.

21
7. When clearing a table between courses, remove all ________ from the
plates,
and place it on the side of the tray.

8. Never allow _________ to be soaked in oil or gravy.

9. Instruct employees to offer __________.

10. In handling customers who are intoxicated, __________ serving them with
alcoholic beverages.

Let Us Remember

Enumeration

Awesome! Now, let us gather what you have learned.

List down three tips on refusing service to an intoxicated customer. Write

your answers in a separate sheet of paper.

1. ______________________________________________________________________

2. ______________________________________________________________________

3. ______________________________________________________________________

List down four distinct objectives of a waiter when a customer departs in the
restaurant.

1. ______________________________________________________________________

2. ______________________________________________________________________

22
3. ______________________________________________________________________

4. _______________________________________________________________________

Let Us Assess

Identification
As a server you need to familiarize the types of beverages from
nonalcoholic to alcoholic. Below are examples of beverages that are usually
offered in a restaurant. Write NA if the beverage is nonalcoholic and write A
if it is alcoholic. Write your answers in a separate of paper.

_________ 1. Whiskey _________ 6. Tonic Water

_________ 2. Virgin Piña Colada _________ 7. Rum

_________ 3. San Pellegrino Water _________ 8. Merlot

_________ 4. Cognac _________ 9. Mango Juice

_________ 5. Riesling _________ 10. Sparkling Juice

Let Us Enhance

Essay
Direction: Answer the question briefly. Write your answers in a separate
sheet of paper.

1. As a waiter/waitress, why is it important to identify potentially

intoxicated customers inside the restaurant?

23
___________________________________________________________________________
___________________________________________________________________________

2. How to create positive impression to customers upon departure?

___________________________________________________________________________
___________________________________________________________________________

Your answer will be rated using this rubric.

RUBRIC
Criteria Very Needs
Excellent Satisfactory
Satisfactory Improvement Total
(5 pts.) (3 pts.)
(4 pts.) (2 pts.)
CONTENT
The answer is relevant in the topic.
ORGANIZATION OF THOUGHTS
STRUCTURE & MECHANICS
Grammar, Punctuation, Capitalization
Total Score

Let Us Reflect

Congratulations!
Let us ponder to this situation by answering the given question.

You are working behind the bar of the restaurant

when you hear someone shouts "shots, shots, shots" as
they head directly walking stumbling to you asking for
more even though they look to have had plenty.
As a server, how will you approach the
customers?
Give at least 5 strategies in dealing intoxicated
customers. Your answers should be in a form of a
paragraph. Write it in a separate sheet of paper.

Source: https://pixabay.com/vectors/drunken-
drunk-alcohol-hazard-40363/

___________________________________________________________________________

___________________________________________________________________________

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Your answer will be rated using this rubric.

RUBRIC
Criteria Very Needs
Excellent Satisfactory
Satisfactory Improvement Total
(5 pts.) (3 pts.)
(4 pts.) (2 pts.)
CONTENT
The answer is relevant in the topic.
ORGANIZATION OF THOUGHTS
STRUCTURE & MECHANICS
Grammar, Punctuation, Capitalization
Total Score

Answer Key to Activities

Lesson 1

C C

H
D O K T
R S E
LET US PRACTICE
1. cashier E H C
2. manager
3. True C I K
4. True
5. cashier E E
6. True P A Y M N T
7. True I R
8. True
9.True P
10. Guest's bill
T

LET US PRACTICE MORE

LET US TRY!

LET US ASSESS!
LET US REMEMBER!
Answers may vary. LET US ENHANCE
Answers may vary.
1. If there are no more orders, inform the cashier
to close the order.
2. Review the bill first before presenting it to the
LET US REFLECT customer.
Answers may vary. 3. Present the bill.
25 4. Take payment from the host.
5. Turn over the payment to the cashier.
Lesson 2

LET US PRACTICE
LET US PRACTICE MORE
1. leave
1. a
2. side station/waiter's station
2. d
3. lethal/deadly
3. b
4. dangerous
4. a
5. cut
5. c
6. warm and friendly
6. d
7. flatware/silverware/cutleries
7. a
8. linen
8. b
9. water/nonalcoholic beverages
9. c
10. stop
10. b

LET US TRY! LET US REMEMBER!

I. (3 answers only)
Any of the following:
LET US ASSESS!  Do not cut anyone off in front of others. Remember to
keep everything realistic, not accusatory: “I think you had
1. A enough, call it a night.”
2. NA  Discreetly give the person’s friend the same information.
3. NA Tell the person the guest is with that you are not serving
4. A him/her anymore. Don’t get into any negotiation about it.
5. A  Make sure that the guest has a ride home. if he/she does
6. NA not, call a cab and make sure he/she gets into it.
7. A  Do not make a big deal out of cutting a guest off, be firm.
8. A It is for their own good.
9. NA
10. NA II. (4 26
answers only)
 To make sure their experience in the restaurant was
enjoyable
 Show gratitude for their patronage with a big smile
 To invite them back for another visit soon
 To make sure their last impression is a positive one
 LET US ENHANCE

Answers may vary

References

Cristeta M. Arcos, Evangeline V. Yu, and Jelly M. Flores, Food & Beverage
Services Manual, Pasig: Sunshine Interlinks Publishing House, Inc.,
2017, 261-277.

Drunk Icon, accessed October 10, 2020,

https://pixabay.com/vectors/drunken-drunk-alcohol-hazard-40363/

Food and Beverage Services (NCII), Unit of Competency 4 Provide food and
beverage services to guests, Competency Based Learning Material
(CBLM), Technical Education and Skills Development Authority
(TESDA), 150-153.

How to Expertly Handle Drunk Customers (7 Tactics), accessed October 10,

2020, https://www.buzztime.com/business/blog/how-to-expertly-
handle-drunk-customers-7-tactics/

Intoxicated Guests, accessed October 8, 2020,

https://www.peelregion.ca/health/responsible/signs/.

“Payment” meaning, accessed on October 10, 2020 from

https://en.wikipedia.org/wiki/Payment.

“Receipt” meaning, accessed on October 10, 2020 from

https://en.wikipedia.org/wiki/Receipt.

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For inquiries or feedback, please write or call:

Department of Education – Region XI (DepEd- XI)

F. Torres St., Davao City

Telefax: (082) 291-1665; (082) 221-6147

Email Address: regionxi@deped.gov.ph * lrms.regionxi@deped.gov.ph