CBLM (3)

COMPETENCY - BASED
LEARNING MATERIAL
Sector
TOURISM
Qualification Title
FOOD & BEVERAGE SERVICES NCII
Unit of Competency
WELCOME GUESTS AND TAKE FOOD & BEVERAGE ORDERS
Module Title
WELCOMING GUESTS AND TAKE FOOD & BEVERAGE ORDERS

HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
Welcome to the module in FOOD & BEVERAGE SERVICES NCII

QUALIFICATION. This module contains training materials and activities for you to
complete.
The unit of competency “Welcome guests and take food and beverage orders”
contains knowledge, skills and attitude required for TRAINEES.
You are required to go through, a series of learning activities in order to complete

each learning outcome of the module. In each learning outcome are Information Sheet,
Self-Checks, and Task Sheets Then follow these activities on your own. If you have
questions, don’t hesitate to ask your facilitator for assistance.
The goal of this course is the development of practical skills in supervising work-
based training. Tools in planning, monitoring and evaluation of work-based training shall be
prepared during the workshop to support in the implementation of the training program.
This module is prepared to help you achieve the required competency, in “FOOD
AND BEVERAGE SERVICES NCII”.
This will be the source of information for you to acquire knowledge and skills in this
particular competency independently and at your own pace, with minimum supervision or
help from your facilitator.
Remember to:
 Work through all the information and complete the activities in each section.
 Read information sheets and complete the self-check. Answer keys are included in
this package to allow immediate feedback. Answering the self-check will help you
acquire the knowledge content of this competency.
 Perform the task sheets and job sheets until you are confident that your output
conforms to the performance criteria checklist that follows the sheets.
 Submit outputs of the task sheets and job sheets to your facilitator for evaluation and
recording in the Accomplishment Chart. Outputs shall serve as your portfolio during
the institutional competency evaluation.
A certificate of achievement will be awarded to you after passing the evaluation. You
must pass the institutional competency evaluation for this competency before moving to
another competency.
Document No.
CBLM Date Developed:: January 2025 Issued by:
Food and Beverage Services NCII Date Revised:
Developed by:
“Welcome Guests and Take Food & Beverage REVISION #
Orders”
FOOD AND BEVERAGE SERVICES NCII
320 Hours
Contents of this Competency – Based Learning Materials
No. Unit of Competency Module Title Code
1 Prepare the Dining Preparing the dining TRS512387

Room/Restaurant Area for room/restaurant area for
Service service
2 Welcome guests and take food Welcoming guests and take TRS512388
and beverage orders food and beverage orders
3 Promote food and beverages Promoting food and TRS512389

products beverages products
4 Provide food and beverage Providing food and beverage TRS512390

services to guests services to guests
5 Provide room service Providing room service TRS512391
6 Receive and handle guests Receiving and handle guests TRS512392

concerns concerns
Document No.
Developed by:
Orders”
MODULE CONTENT
Qualification : FOOD & BEVERAGE SERVICES NCII
Unit of Competency : WELCOME GUESTS AND TAKE FOOD &

EVERAGE ORDERS
Module Title : Welcoming guests and take food & beverage orders
MODULE DESCRIPTOR:
This unit deals with the knowledge and skills required in providing pre-meal services to the
dining guests as soon as they arrive in the foodservice facility. It covers the dining room or
restaurant service procedures before the food and beverage orders are served. This unit
involves the initial steps in the sequence of service that includes the welcoming of guests,
seating the guests, taking food and beverage orders and liaising between the kitchen and the
service area.
NOMINAL DURATION: 60 Hours
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
LO1: Welcome and greet guests
LO2: Seat the guests
LO3: Take food and beverage orders
LO4: Liaise between kitchen and service areas
Summary of Learning Outcomes

Document No.
Developed by:
Orders”
Learning Contents Assessment Criteria Conditions Methodology Assessment
Outcome Method
 Welcoming /  Guests are  Reception Area  Individual Study  Written
greeting the guest acknowledged as soon Setup  Lecture examinatio
protocol as they arrive.  Brochures  Group n
 Steps procedure  Guests are greeted  Business cards Discussion  Performanc
Welcome and and rationale in with an appropriate  Demonstration e test
Greet Guests greeting the guest welcome.
 Details of reservations
are checked based on
established standard
policy.
 Creating a  Guests are escorted  Table and  Lecture  Written
Welcoming First and seated according chairs  Discussion examinatio
Impression to table allocations  Dinner fork  Film viewing n
 Efficient Seating  Tables are utilized  Table cloth  Demonstration  Performanc
Arrangements according to the  Table napkin e test
 Seating Etiquette number of party.  Teaspoon  Oral
 Troubleshooting  Guests are seated  Glasswares Examinatio
Seating Challenges evenly among  Condiment n
stations to control  Water goblet
the traffic flow of  Sugar bowl /
guests in the dining creamer
Seat the Guests room.  Cup and saucer
 Cloth napkins are  Flower
opened for the guests arrangement
when applicable. (fresh/artificial
 Water is served )
when applicable,  Dinner knife
according to the  Ashtray
standards of the  Tray
foodservice facility.  Plates
 Linens
 Service wares
Take food and  Prepare and pack  Guests are presented  Guidelines  Lecture  Written
beverage orders take away food and with the menu  Company rules  Discussion examinatio
beverages according to and regulations  Demonstration n
 Present the menu established standard  Simulated  Video  Performanc
to guests practice. environment presentation e test
 Effective  Orders are taken  Oral
Techniques for completely in Examinatio
Taking Accurate accordance with the n
Orders establishment’s
 Understanding standard procedures.
Menu Items:  Special requests and
Enhancing Order requirements are
Accuracy noted accurately.
 Handling Special  Orders are repeated
Requests: Taking back to the guests to
Food and Beverage confirm items.
Orders  Tableware and
 Upselling and cutlery appropriate
Suggestive Selling for the menu choices
Techniques During are provided and
Order Taking adjusted in
 Communicating accordance with
Orders to the establishment
Kitchen: Best procedures.
Practices
 Managing Multiple
Orders: Time
Document No.
Developed by:
Orders”
Management Skills
 Effective  Orders are taken and  Menu cards  Lecture  Written
Communication recorded accurately  Order pad / slip  Discussion examinatio
Between Kitchen with minimal  Pen  Film viewing n
and Service Staff disruption to  Demonstration  Performanc
 Streamlining customers e test
Operations:  Recommendations
Kitchen and and suggestions are
Service Area made to assist
Coordination customers with drink
 Order Accuracy: and meal selections
Ensuring Clear  Customer questions
Communication on menu items are
Between Front and answered correctly
Back of House and courteously in
 Managing accordance with
Workflow: Liaison enterprise policy
Strategies Between  Information about
Liaise between Service and any special requests,
kitchen and Kitchen dietary or cultural
service areas requirements are
relayed accurately to
kitchen where
appropriate
 Ordering systems
were operated
correctly in
accordance with
establishment
procedures
 Glassware, service
ware and cutlery
suitable for menu
choices are provided
and adjusted in
accordance with
establishment
procedures
Learning Outcome No. 1 Welcome and greet guests
CONTENTS:
 Welcoming / greeting the guest protocol
Document No.
Developed by:
Orders”
 Steps procedure and rationale in greeting the guest
ASSESSMENT CRITERIA:
 Guests are acknowledged as soon as they arrive.
 Guests are greeted with an appropriate welcome.
 Details of reservations are checked based on established standard policy.
CONDITIONS:
The trainee/student must be provided with the following:
 Reception Area Setup

 Brochures
 Business cards
METHODOLOGY:
 Individual Study
 Lecture
 Group Discussion
 Demonstration
ASSESSMENT METHOD:
 Written examination
 Performance test
Learning Experiences / Activities
Learning Outcome # 1
Welcome and greet guests
Learning Activities Special Instructions
Document No.
Developed by:
Orders”
Read: Information Sheet 2.1-1 This Learning Outcome deals with the
development of the Institutional Competency
“Welcoming / greeting the guest Evaluation Tool which trainers use in
protocol” evaluating their trainees after finishing a
competency of the qualification.
Go through the learning activities outlined for
Answer: Self Check 2.1-1
you on the left column to gain the necessary
information or knowledge before doing the
tasks to practice on performing the requirements
Read: Information Sheet 2.1-2
of the evaluation tool.
“Steps procedure and rationale in The output of this LO is a complete Institutional
greeting the guest” Competency Evaluation Package for one
Competency of Food and Beverage Services
NCII. Your output shall serve as one of your
Answer: Self Check 2.1-2 portfolio for your Institutional Competency
Perform: Task Sheet 2.1-2 Evaluation for welcome guests and take food
and beverage orders.
Feel free to show your outputs to your trainer as
you accomplish them for guidance and
evaluation.
This Learning Outcome deals with the
development of the Institutional Competency
Evaluation Tool which trainers use in
evaluating their trainees after finishing a
competency of the qualification.
Go through the learning activities outlined for
you on the left column to gain the necessary
information or knowledge before doing the tasks
to practice on performing the requirements of
the evaluation tool.
After doing all the activities for this LO1:
Welcome and greet guests; you are ready to
proceed to the next LO2: Seat the guests.
INFORMATION SHEET 2.1-1
WELCOMING / GREETING THE GUEST PROTOCOL
Objectives:
Document No.
Developed by:
Orders”
At the end of the module, the students must be able to:
1. Explain the impact of a warm and professional greeting on guest satisfaction and
overall experience
INTRODUCTION
Welcome to our training on "Welcoming/Greeting the Guest Protocol." In the world of

hospitality, the initial greeting plays a pivotal role in shaping the guest's experience and
setting the stage for exceptional service.
The way we greet and welcome guests as they arrive reflects our establishment's values and
commitment to customer care. A warm and professional welcome not only creates a positive
first impression but also establishes a rapport that can enhance the overall dining or service
experience.
This session will guide you through the essential elements of an effective guest greeting,
including:
 The Importance of First Impressions: Understanding how a friendly and efficient

greeting impacts guest satisfaction.
 Verbal and Non-Verbal Communication: Mastering the use of tone, language, and
body language to convey warmth and professionalism.
 Personalizing the Welcome: Techniques for making each guest feel valued and
acknowledged.
 Handling Reservations and Special Requests: Procedures for managing
reservations, accommodating preferences, and addressing any special needs.
Our goal is to ensure that you are well-prepared to greet every guest with confidence and
courtesy, making their visit enjoyable from the very start. Let’s dive into the best practices
and protocols that will help you create a memorable first impression and foster a welcoming
atmosphere for all our guests.
How to welcome a guest to your hotel?
1. Greet your guest with a smile
A warm smile is a universal symbol of kindness. It is even more valuable in the hospitality
business where you’re dealing with guests from all over the world. When a guest arrives for
check-in, a simple smile can let guests feel welcome instantly. It can also help let a guest feel
comfortable in an unfamiliar environment.
Document No.
Developed by:
Orders”
2. Have a firm handshake
A firm handshake is an important skill, especially for a hotel manager. According to data, a
firm handshake is linked with warmth, positivity, emotional expressiveness, and
gregariousness.
To ensure that you come across as welcoming, use an open, approaching attitude by reaching
out with your hand palm up. You want the skin between your thumb and forefinger to
connect with your guest’s hand in the same spot. The duration of the handshake is also
important and research suggests that two to three seconds seem to be the norm.
3. Establish connection with good eye contact
Along with a warm smile and firm handshake, eye contact is another way you can use body
language to let your guests feel special and at home. It’s one of the first stepping stones in
building rapport.
What makes eye contact such a useful technique in the hospitality industry is that it
helps you to communicate with guests at the front desk while you’re busy on the
Document No.
Developed by:
Orders”
telephone or with other guests. Making eye contact with guests waiting patiently for service
can help them feel acknowledged, helping to prevent annoyance.
4. Greet your guests verbally and introduce yourself
If you make eye contact with a guest from across the room, a smile is enough. However, if
the guest is right at the front desk, you can’t rely just on nonverbal communication. In this
case, you’ll need to greet your guests verbally by, for example, saying “Welcome, good
morning. I’m John.”
The key is to be sincere and professional. If it’s the first time that you meet the guest, keep
the greeting more formal. You can dial back the formality when you see the guest again.
5. Maintain a polished appearance and outfit
If your staff wears a uniform, it helps guests to find the right assistance quickly. A neat
appearance can also improve your brand’s image, making it easier for guests to trust your
level of service. It doesn’t necessarily have to be a traditional uniform.
Document No.
Developed by:
Orders”
As long as all hotel staff are dressed in the same style and their hair and nails are neat, your
staff will create a good impression.
The emphasis is on neatness. Considering the role that cleanliness plays in the hotel industry,
you can’t afford to let the appearance of your hotel employees suggest otherwise.
6. Call your guest by their first name
If you know your hotel guest’s first name, you can use it when greeting them. This will help
to build rapport, personalise the guest experience, and let the guest feel valued.
7. Ask relevant questions
Body language is key, but only so much can be communicated without engaging in
conversation. To build on the rapport that you’ve established by greeting guests warmly,
identify an opportunity for asking guests questions about their travel plans and
expectations.
It can usually be a good time to ask these types of questions while they’re checking in.
Keeping these questions open-ended works best.
By enquiring about their itinerary, you can make the paperwork feel like less of a drag. It can
also present you with the perfect chance to upsell some of your deals.
Here are some questions that you can ask:
 “What have you heard about our hotel?”

 “What brings you to London?”
 “Are you aware of what's happening this weekend?”
 “Do you have any breakfast plans?”
Document No.
Developed by:
Orders”
8. Make your guest feel special
Before guests check in, double-check to see if they’ll perhaps be celebrating a birthday or
special occasion like an anniversary, engagement, etc. during the course of their stay.
At the very least, you should congratulate them in person. You can also go the extra mile and
throw in a freebie like a complimentary breakfast.
Depending on the special occasion, you can also turn it into another opportunity to
upsell some of your extra services. For example, if the booking was made by one of the
partners to celebrate their 10-year anniversary, you can suggest creative ideas like a special
anniversary dinner at the hotel’s restaurant and a surprise welcome gift in the room.
9. Offer help and check if there’s anything else that you can do
After welcoming your guests and informing them about other services, enquire if they need
help with anything else. If a guest politely declined, leave it at that. If you insist on carrying
their luggage or showing them to their room, for example, your guests can feel overwhelmed
or irritated.
10. Read body language and learn how to control yours
As mentioned, your body language plays a key role in welcoming guests, whether you like it
or not. As such, it’s crucial that you practise how to maintain the right posture and good
eye contact.
Just like your own body language is a communication tool, a hotel guest’s body language can
also reveal valuable information. For example, if a guest stands with their arms crossed
and avoids eye contact, it could indicate that they’re in a hurry. In this case, it’s best to
keep your conversation minimal and leave any upselling for another time.
11. Look for needs
Different guests have different needs. For example, luxury travellers will look for high-end
experiences, while it could cost you family travellers’ support. At check-in, try to identify
the guest personas and cater to them in such a way that you’ll meet their expectations.
You can also use smart hotel tech solutions like Oaky. Oaky’s hotel upsell software provides
you with upsell prompts in real time based on your guest segments.
Your front desk agents get access to all the relevant information they need for successful
upsells, including the guest details, the availability of room upgrades, special offers as well as
up-to-date pricing (which is extremely beneficial if you use revenue management software
like Duetto or IDeaS).
Document No.
Developed by:
Orders”
12. Point out areas of interest within the hotel
To help your guest settle in, take a few minutes to point out where amenities such as the
restaurant, curio shop, and spa are located.
13. Anticipate guest questions and provide answers to them
While each and every guest is unique and has their own expectations, there are several
frequently asked questions such as what’s the Wi-Fi password. Instead of waiting for the
guest to ask for certain information, have the answers ready. You can, for example, include a
FAQ section in your pre-arrival emails or welcome book.
What to avoid when greeting and welcoming your guest?
The last thing you want is for all your effort at making the hotel guests feel welcome to fall
flat because of one mistake. The following are four of the most common pitfalls to avoid at
all costs:
1. Not making eye contact
Avoiding eye contact can indicate more than just low confidence or shyness. In fact, hotel
guests can take it personally. It can leave them feeling as if the staff member is in a hurry or
disinterested. Both these scenarios can suggest to the hotel guest that the hotel is ungrateful
for their patronage.
2. Ignoring a guest when being busy

If you’re busy with another guest or taking a telephone call, acknowledge that you see the
next guest in line with a friendly nod and smile. However, if you’re busy with admin work,
pause what you’re doing and attend to the quest first.
SELF CHECK 2.1-1
WELCOMING/GREETING THE GUEST PROTOCOL
1. What is the primary goal of the guest greeting process?
Document No.
Developed by:
Orders”
A) To collect guest information
B) To confirm the reservation details
C) To make the guest feel welcomed and valued
D) To provide a detailed explanation of the menu
2. When greeting a guest, what should be your first action?
A) Offer a menu
B) Ask for the guest’s name
C) Smile and make eye contact
D) Direct them to their table
3. How should you address a guest if you know their name?
A) By their first name only
B) By their last name only
C) By using both their first and last name
D) As "Sir/Madam"
4. What should you do if a guest arrives without a reservation?
A) Inform them there is no available seating
B) Immediately seat them without checking availability
C) Check availability and offer alternatives if necessary
D) Ask them to wait outside
Document No.
Developed by:
Orders”
5. How should you handle special requests from guests upon arrival?
A) Ignore the requests
B) Note the requests and communicate them to the service staff
C) Tell the guests their requests cannot be accommodated
D) Handle the requests yourself without informing anyone
6. What is the most appropriate way to escort guests to their table?
A) Walk ahead of them without talking
B) Engage in light conversation and guide them with a pleasant demeanor
C) Point to the table from a distance
D) Rush them to their table to save time
7. What should you do if a guest requests to change their table?
A) Deny the request immediately
B) Apologize and inform them that no changes are possible
C) Accommodate the request if possible and ensure it is communicated to the team
D) Ignore the request and proceed with seating
8. Why is it important to use a standard greeting protocol?
A) To save time during peak hours
B) To ensure consistency in guest experience and maintain professionalism
Document No.
Developed by:
Orders”
C) To limit interaction with guests
D) To avoid having to memorize guest names
9. What should you do if a guest has a complaint or concern upon arrival?
A) Direct them to the manager immediately
B) Ignore the concern and proceed with the greeting
C) Listen to the concern, address it if possible, and inform the appropriate staff
D) Ask them to fill out a complaint form
10. How can you ensure that your greeting aligns with the establishment’s standards?
A) Use personal greeting styles
B) Follow the specific greeting procedures and scripts provided by the establishment
C) Adapt your greeting based on the guest’s appearance
D) Rely on your own judgment without consulting guidelines
ANSWER KEY 2.1-1
WELCOMING/GREETING THE GUEST PROTOCOL
Document No.
Developed by:
Orders”
1. C
2. C
3. A
4. C
5. B
6. B
7. C
8. B
9. C
10. B
INFORMATION SHEET 2.1-2
STEPS PROCEDURE AND RATIONALE IN GREETING THE GUEST
Document No.
Developed by:
Orders”
Objectives:
At the end of the module, the students must be able to:

1. To create a welcoming atmosphere that sets a positive tone for the guest’s experience
from the moment they arrive. This involves greeting the guest warmly,
acknowledging their presence promptly, and making them feel valued.
2. To manage the guest’s arrival and seating process efficiently while maintaining high
standards of professionalism. This ensures that the guest is seated promptly and any
special requests are addressed, leading to a smooth transition to the service staff.
INTRODUCTION
Welcome to our training module on "Steps, Procedure, and Rationale in Greeting the
Guest." This segment focuses on the critical elements of welcoming guests in a manner that
enhances their overall experience and sets a positive tone for their visit.
In the hospitality industry, the initial interaction with a guest is pivotal. The way we greet and
manage their arrival can significantly impact their perception of our service. Our goal is to
equip you with the knowledge and skills necessary to execute a greeting that is both
professional and personalized.
This 'How to' is designed to ensure all staff welcome guests into the hotel with the same
warmness and enthusiasm as they would do a visitor to their own home.
All staff must ensure the required level of quality for this procedure is maintained at all times
and that all staff, contractors and suppliers that this procedure affects are aware and trained.
PROCEDURE
1. Regardless of your role, when a guest first walks in welcome them with a warm smile and
eye contact.
Document No.
Developed by:
Orders”
2. Guests must be greeted verbally when they come within 2 metres of the front desk.
Think! Have you seen or met the guest before. If so, acknowledge this by saying
“welcome back” or “it’s good to see you again”. If you aren’t sure treat the guest as a
new guest.
3. Our greetings are never scripted and should always be delivered with inclination and
sincerity. We also prefer elegant, more formal language during our first interaction with
guests. Some suggested Some suggestions include; Hello, welcome; Welcome, good
morning; Hello, good afternoon, welcome.
4. Introduce yourself by name making sure your communication is professional, yet
personal. “Great to meet you, I’m Nikko”.
5. If occupied with another guest, it is important to acknowledge arriving guests. This can
be done with eye contact, a smile, a nod or saying ‘I will be with you in a moment’. If
occupied with another task, put it on hold. the person in front of you comes first – always.
6. Anticipate what you think the guest would like. Look for needs. Flush out information
through simple questions:
 How did you get here, how has your day been, how did you arrive, how to you plan
on spending your time here
 What – what do you plan to do, what have you heard about the hotel, what are your
plans for dinner
 Who – who are you traveling with
 Ask what to get when – when do you plan on doing that, when is your rental care
arriving
 Where – where did you hear about us, where are you headed tonight
 Why – are you in Canberra, why choose hotel
 Are – are you aware of the carpark, are you aware of the hotel, are you aware of
whats happening tonight.
7. Always check if there is anything else you can do to assist. “Is there anything else I assist
you with Mr Jones?”
It’s often said that first impressions are the last impressions. That’s why it’s vital to make
sure that your establishment offers excellent customer service.
Document No.
Developed by:
Orders”
It’s often said that first impressions are the last impressions. That’s why it’s vital to make
sure that your establishment offers excellent customer service. Indeed, the provision of a
warm welcome and ongoing attentiveness can be one of the things that sets you apart from
the competition, ultimately helping to drive loyalty with customers.
The statistics show that after just one negative experience at a restaurant, 51% of
customers will never do business with that company again. Just imagine choosing to dine at a
fine dining restaurant and no one greets you or walks to your table, how would you feel about
that experience?
That’s why when guests choose to dine at your restaurant the welcome is important. The way
they receive this welcome will set the tone for the rest of the dining experience. Your host
needs to make guests feel welcome in their initial interaction, and it needs to continue
throughout the whole experience. The reputation of your venue could depend on it.
We’ve put together some tips to make sure you, and your staff, are welcoming and greeting
guests in your restaurant in the best way possible.
Show a genuine interest

The host charged with greeting guests should always do so with a warm and welcoming
attitude. Since this is the initial rapport with your customers, it’s crucial that it is done so in a
genuine and polite manner.
Establish a standard type of greeting that your restaurant hosts can use, and make sure that
they are asking about your customers’ needs, while expressing real concern for any special
requests.
Hosts need to make guests feel comfortable, and also offer extra assistance to any disabled or
elderly guests, like seating them closer to the doorways. And always remember to smile.
Strategically seat guests

To reduce frustration and wait times, pre-plan the seating arrangements ahead of time. This
preparation will ensure that your guest’s reservations are all honored correctly and allow for
better management of walk-ins at your restaurant.
Document No.
Developed by:
Orders”
Common sense is usually the best tool to help determine where to seat guests. Tables will
need to be allocated according to the party size or the number of guests and the host will need
to be strategic in placement of the tables.
Couples may prefer a corner or niche area to enjoy a more romantic experience; and larger,
noisier parties would be better suited to private dining spaces or in the back to avoid other
guests feeling discomfort. Some guests may request certain seating areas, and if the situation
permits, it is always best to try to accommodate such requests. In fact, 65% of diners say that
having their seating preferences satisfied makes them more likely to return.
Provide accurate wait times

To avoid impacting the customer's dining experience, it is important that the host provides
true and accurate wait times. Most guests will be more accepting of a wait at a restaurant if
they are pre-advised with an accurate forecast.
Although honesty with wait times can lead to a higher chance of guest abandonment,
customers will certainly appreciate the information.
Keep calm and positive

The hospitality industry can be tough, but it’s important to remember that no matter what
happens, hosts need to keep calm and be positive. A positive attitude will help improve even
the worst situation.
Providing the best experience possible for guests is the most important factor. So, if the guest
has a complaint about food or some other issue, handling it with a calm and positive attitude
can make all the difference to the customer service experience.
Provide menus
It’s also best practice to provide guests with the drinks and food menus when seating them.
This gives the customers time to look at the menu while waiting for the server to arrive and
complete orders.
As an additional bonus, have your hosts take initial drinks orders, or at least bring water to
the table for those thirsty diners. This can make customers feel extremely welcome and
comfortable.
Document No.
Developed by:
Orders”
Act with kindness even when busy
One of the hardest elements to manage is responding promptly during busy times. Hosts and
servers will be juggling many different tasks during busy periods. However, these are the
times when it is most important to greet and respond to guests promptly.
Even though it’s hard to provide the same level of service compared to quiet times, it’s
important to still take the time to greet and serve customers to that same standard.
When restaurants are busy, it’s also possible that customers have been a little neglected by
servers. So if they flag you down, always acknowledge and respond with kindness and
understanding.
Examples of what to say when greeting guests

Even though this task will generally be the job of the hosts, it’s also important that every
employee is trained to greet guests as well.
Developing a general phrase that can be used as a standard welcome is ideal.
For example:
 “Good Morning/Afternoon/evening, welcome to XYZ (Restaurant Name)"
 Ask about reservations and any special requirements
 Politely ask “Do you have any reservations?” to ensure you know whether to look for
them or find a table
 If they do have a booking, follow up with “Can I please have your name?”
 After checking the reservation, repeat the details back to them “Absolutely (address by
name if appropriate). You have a table booked for (Number of guests).
 If they don’t have a reservation, ask the diner “How many will be dining this evening?”
and if you do have space ask if they have any preferences.
 With space established, ask about any special requirements. Is there a child in the group
and will you be needing a high chair, are there strict dietary requirements?
Document No.
Developed by:
Orders”
Lead Guests to their table
When seating the guests, it’s important for the host to maintain eye contact, and continue
smiling in the same friendly manner. To avoid any confusion, have the host lead the way to
the table and be careful not to walk too fast.
Additionally, when you reach the table, check with the guests that this area is right for them,
giving them the opportunity to confirm their expectations.
After seating the guests

Once the guests are seated, implement the above tips. Provide the guests with the menus and
offer to take a drinks order.
Before the host leaves, ask if there is anything else they need and wish the guests a pleasant
evening. At this point, a service staff member will take over and complete the next steps.
In Conclusion
It is always beneficial to be polite and courteous when greeting a guest at your restaurant.
Proper training of all staff members on correct greeting practices will ensure there are no
gaps in service and better maintain the level of service.
SELF CHECK 2.1-2
Document No.
Developed by:
Orders”
1. What is the first step in greeting a guest upon their arrival?
A) Offer them a menu
B) Smile and make eye contact
C) Ask for their reservation details
D) Direct them to their table
2. Why is it important to use a standard greeting script when welcoming guests?
A) To save time during busy periods
B) To ensure consistency and professionalism in the guest experience
C) To avoid having to memorize guests' names
D) To limit interaction with guests
3. When addressing a guest who has a reservation, what should be your primary focus?
A) Confirming the reservation details
B) Providing a detailed explanation of the menu
C) Offering immediate seating
D) Asking for a tip
4. How should you handle a guest who arrives without a reservation?
A) Inform them there is no availability and ask them to leave
B) Check for available seating and offer alternatives if needed
Document No.
Developed by:
Orders”
C) Ask them to wait outside until a table becomes available
D) Immediately seat them at any available table without checking
5. What is the rationale behind personalizing the guest greeting?
A) To make the guest feel special and valued
B) To speed up the seating process
C) To reduce the workload on service staff
D) To collect guest feedback
6. When handling special requests from guests, what should be done?
A) Ignore the requests if they are not feasible
B) Note the requests and communicate them to the relevant staff
C) Inform the guest that their requests cannot be accommodated
D) Address the requests without informing anyone else
7. What is the most effective way to escort guests to their table?
A) Walk ahead of them without speaking
B) Lead them to their table while engaging in light conversation
C) Point to the table from a distance
D) Rush them to their table to minimize waiting time
8. How should you manage a guest who wishes to change their table?
A) Deny the request immediately
Document No.
Developed by:
Orders”
B) Apologize and tell them no changes are possible
C) Accommodate the request if feasible and ensure staff are informed
D) Ignore the request and proceed with seating
9. Why is it crucial to communicate special requests to the service staff?
A) To ensure the guest’s needs are met and enhance their experience
B) To delay the service and manage guest expectations
C) To reduce the workload on the host
D) To avoid having to make changes to the seating arrangement
10. What should you do if a guest expresses an initial concern upon arrival?
A) Direct them to the manager immediately
B) Ignore the concern and proceed with the greeting
C) Listen to the concern, address it if possible, and inform the appropriate staff
D) Ask them to fill out a complaint form
ANSWER KEY 2.1-2
1. B
Document No.
Developed by:
Orders”
2. B
3. A
4. B
5. A
6. B
7. B
8. C
9. A
10. C
TASK SHEET 2.1-2
Task Title:
Welcoming and Greeting Guests
Performance Objectives:
Demonstrate effective and professional guest greeting techniques in accordance with
establishment standards.
Document No.
Developed by:
Orders”
Task Description:
You are required to welcome and greet guests as they arrive at the establishment. This
includes acknowledging their presence, confirming reservations, handling special requests,
and escorting them to their table. You will be assessed on your ability to create a positive
first impression and ensure a smooth and professional guest experience.
Conditions:
The trainees must be provided with the following tools and equipment:
1. Reception Area Setup
2. Tables and Chairs
3. Sample Brochures
4. Sample Business cards
Equipment:
NONE
Steps/Procedure:
1. Greeting:
 Approach the guest with a smile and make eye contact.
 Use the standard greeting script to welcome the guest.
 Address the guest by name if known.
2. Reservation Handling:
 Verify and confirm reservation details.
 If no reservation, check availability and offer alternatives.
3. Special Requests:
 Ask if the guest has any special preferences or needs.
 Note down any special requests and communicate them to the relevant staff.
4. Escorting:
 Guide the guest to their table, engaging in light conversation if appropriate.
 Assist with seating and provide menus.
5. Communication:
 Inform the service staff of any special requests or needs of the guest.
 Handle any initial questions or concerns from the guest.
Assessment Method:
1. Demonstration and Observation
2. Use the Performance Criteria Checklist
Performance Criteria Checklist for

Task Sheet 2.1-1
Criteria YES NO
1. Initial Greeting:
Document No.
Developed by:
Orders”
Smile and Eye Contact: Approached the guest with a warm smile and made
eye contact.
Use of Greeting Script: Used the standard greeting script or protocol
guidelines appropriately.
Personalization: Addressed the guest by name if known.
2. Reservation Handling:
Reservation Verification: Confirmed reservation details accurately.
Walk-In Management: Checked availability and offered alternatives to
walk-in guests as needed.
Reservation Confirmation: Communicated clearly about the reservation
status.
3. Special Requests Handling:
Inquiry About Preferences: Asked if the guest had any special requests or
preferences.
Recording Requests: Noted special requests and communicated them
effectively to the service staff.
Accommodation of Requests: Attempted to accommodate any special
requests where possible.
4. Escorting Guests:
Guidance: Guided the guest to their table in a courteous and professional
manner.
Engagement: Engaged in light conversation to make the guest feel
comfortable.
Assistance with Seating: Assisted guests with seating and adjusted the
arrangement if needed.
5. Communication with Service Staff:
Informing Staff: Communicated any special requests or needs of the guest
to the service staff.
Clear Communication: Provided clear and concise information about the
guest’s requirements.
6. Handling Initial Concerns:
Document No.
Developed by:
Orders”
Addressing Concerns: Listened to and addressed any initial questions or
concerns from the guest.
Resolution: Attempted to resolve any issues or concerns promptly or
escalated them as needed.
7. Professionalism:
Consistency: Maintained a consistent level of professionalism throughout
the greeting process.
Composure: Remained calm and courteous even in busy or challenging
situations.
8. Adherence to Protocol:
Following Guidelines: Adhered to the establishment’s specific greeting
procedures and protocols.
Uniformity: Ensured that the greeting process was uniform and aligned
with the establishment’s standards.
9. Feedback and Reflection:
Self-Assessment: Reflected on performance and identified strengths and
areas for improvement.
Implementation of Feedback: Applied any feedback provided to improve
future performance.
10. Overall Guest Experience:
Guest Satisfaction: Ensured that the guest felt welcomed and valued
throughout the greeting process.
Smooth Transition: Facilitated a smooth and positive transition from
greeting to seating.
Document No.
Developed by:
Orders”

CBLM (3)

Uploaded by

Copyright:

Available Formats

CBLM (3)

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

CBLM (3)

Uploaded by

Copyright:

Available Formats

COMPETENCY - BASED

FOOD & BEVERAGE SERVICES NCII

WELCOME GUESTS AND TAKE FOOD & BEVERAGE ORDERS

WELCOMING GUESTS AND TAKE FOOD & BEVERAGE ORDERS

Welcome to the module in FOOD & BEVERAGE SERVICES NCII

You are required to go through, a series of learning activities in order to complete

Contents of this Competency – Based Learning Materials

No. Unit of Competency Module Title Code

1 Prepare the Dining Preparing the dining TRS512387

3 Promote food and beverages Promoting food and TRS512389

4 Provide food and beverage Providing food and beverage TRS512390

5 Provide room service Providing room service TRS512391

6 Receive and handle guests Receiving and handle guests TRS512392

Qualification : FOOD & BEVERAGE SERVICES NCII

Unit of Competency : WELCOME GUESTS AND TAKE FOOD &

NOMINAL DURATION: 60 Hours

LO1: Welcome and greet guests

LO2: Seat the guests

LO3: Take food and beverage orders

LO4: Liaise between kitchen and service areas

Summary of Learning Outcomes

Learning Outcome No. 1 Welcome and greet guests

 Reception Area Setup

Learning Experiences / Activities

Welcome and greet guests

Learning Activities Special Instructions

INFORMATION SHEET 2.1-1

WELCOMING / GREETING THE GUEST PROTOCOL

Welcome to our training on "Welcoming/Greeting the Guest Protocol." In the world of

 The Importance of First Impressions: Understanding how a friendly and efficient

How to welcome a guest to your hotel?

1. Greet your guest with a smile

3. Establish connection with good eye contact

4. Greet your guests verbally and introduce yourself

5. Maintain a polished appearance and outfit

6. Call your guest by their first name

7. Ask relevant questions

Here are some questions that you can ask:

 “What have you heard about our hotel?”

10. Read body language and learn how to control yours

11. Look for needs

13. Anticipate guest questions and provide answers to them

What to avoid when greeting and welcoming your guest?

1. Not making eye contact

2. Ignoring a guest when being busy

SELF CHECK 2.1-1

WELCOMING/GREETING THE GUEST PROTOCOL

1. What is the primary goal of the guest greeting process?

B) To confirm the reservation details

C) To make the guest feel welcomed and valued

D) To provide a detailed explanation of the menu

2. When greeting a guest, what should be your first action?

B) Ask for the guest’s name

C) Smile and make eye contact

D) Direct them to their table

3. How should you address a guest if you know their name?

A) By their first name only

B) By their last name only

C) By using both their first and last name

4. What should you do if a guest arrives without a reservation?