R: Good morning ma’am.

Welcome to BBF Cafe, where you can MILK TEA, HONEY TEA AND BLACK TEA (ITALIAN)
experience toothsome foods and high- rolling services. Do you GUEST: CAFE LATTE AND BLACK TEA
have any table reservation Ma’am? Is there anything else I can do for you ma’am?
GUEST: Yes GUEST: None
R: May I know your name please. Wait for a while I’ll just check FA: May I repeat you order ma’am.
the details of your reservation. Did I get your order right ma’am?
Thank you for waiting. You are Ms. ______________ and you GUEST: Yes
reserved at table 1. This way please. FA: Excuse me for a while ma’am.
If no reservation, suggest an available table. (Proceed to the right side of the guest)
Example: May I suggest a table for you. Can I get the menu book ma’am?
GUEST: Thank you. Excuse me for a while again ma’am.
R: Are you comfortable with this table ma’am?
GUEST: Yes POSTING ORDER
R: Have a seat ma’am. 1. Mr. Chef
May I lay table napkin for you ma’am? 2. Mr. Bartender
GUEST: Yes (left side) 3. Ms. Cashier
Excuse me for a while ma’am. “I would like to post the order of table 1”
Excuse me mam, here’s your cold water (right side) FA: Excuse me ma’am, can I rectify the set-up the set-up of your
May I suggest an aperitif ma’am. We have refreshments table? (Remove the soup bowl with under liner, fish knife, fish
and cocktail drinks. We offer TROPICAL, GET AWAY, fork, coffee cup, white wine glass, champagne glass)
SMOOTHIE, PINA COLADASMOOTHIEAND FRESH MELON “Excuse me again ma’am”
QUENCHERS and for our cocktail drinks we offer MARTINI, Before I serve the foods, I’ve already checked the
PINK LADY, and FROZEN MARGARITA. Which do you prefer quality of foods and it’s free from any food contamination.
ma’am?
GUEST: I want a refreshment drink. Fresh melon quenchers. o Excuse me mam here’s your appetizer (left
side) bus out (right)
o Excuse me ma’am, here’s your bread with strawberry o Soup- soup bowl and under liner, soup ladle
filling. Enjoy your bread ma’am (left side) and soup tureen (the under liner is salad plate)
o Excuse me ma’am, May I present the menu; please call with napkin
me whenever you’re ready with your order. Excuse me - It’s not ma’am
for a while ma’am. (right side) - Bus out (right side)
o Excuse me ma’am, here’s your refreshment drink. o Excuse me mam, here’s your salad________
o (right side) Excuse me ma’am, can I have now your - Bus out (right)
order but before that may I know if you have any o Are you done with your bread and butter? Can
restrictions with regards to food? I have this ma’am?
GUEST: None o Excuse me ma’am, may I present to you your
FA: Alright ma’am may I suggest an appetizer for you wine which is the de red wine. A vintage wine
ma’am. We have VEGGIE BEANS CHILI/ CHIPS, FANCY of 1990and has 30% alcohol content per 750
NACHOS, CREAMY CHEESE STICKS. Which do you prefer ml.
mam? o Shall I open the wine for your mam?
GUEST: Fancy Nachos
FA: How about for your soup ma’am. May I suggest our GUEST: Yes
soup of the day which is the MACARONI SOU. Would you FA: Here’s the cork ma’am for confirmation. Do you like the
like to try it ma’am? aroma ma’am?
GUEST: Yes GUEST: Yes. I like it
FA: For your salad ma’am. We have COLESIAN SALAD, SPICY FA: Shall I open the wine ma’am?
CARROT SALAD, and CHEESY FRUIT SALAD. Which do you GUEST: Yes
prefer ma’am? FA: Excuse me ma’am (with the bottle and demitasse cup)
GUEST: Cheesy Fruit Salad (Serve the main dish)
FA: Ok ma’am. For your entrée, may I suggest our best o Excuse me ma’am, here’s your main dish (left)
seller, spicy baby back bone ribs with imported herbs and - Top up the wine) would you like me to top up your
spices and cooked tenderly for your satisfaction. Would you wine? (right)
like to try it ma’am? GUEST: No. thanks
GUEST: yes - bus out (right)
FA: How do you find your meat to be cooked? - Crumbing the table
Rare, medium rare, well done? - Move the dessert fork to the middle with the water
How about for your wine ma’am? Our best seller is the goblet.
DE RED WINE which will compliment to you dish. Would - Serve the dessert.
you like to try it ma’am? FA: Here’s your dessert ma’am, which is the Triple Choco Cake.
GUEST: Yes Enjoy your dessert ma’am.
FA: In a bottle or in a glass ma’am? - Bus out (right)
GUEST: In a glass, please. - Serve the coffee and tea (right)
FA: For your dessert ma’am, we have ice cream and variety FA: Excuse ma’am, May I present the bill. Your bill is P 2, 500.
of cakes. For our ice cream we have DOUBLE DUTCH, 00. How would you like to settle your bill ma’am? Cash or card?
COFFEEE CRUMBLE, and ROCKY ROAD. And, for our cakes, GUEST: cash. (Give the cash)
we have CARROT CAKE, TRIPLE CHOCO CAKE and UBE CAKE. FA: I received an exact amount Ma’am. Before you leave
What would you like to try ma’am? Ma’am. May I ask if you have comment or suggestion about the
GUEST: 1 SLICEOF TRIPLE CHOCO CAKE food and service?
ME: For you’re after drink mam, we have CAPPUCCINO, GUEST: _______________________
BREWED COFFEE AND CAFÉ LATTE. (RUSSIAN)
FA: Thank you ma’am for dining with our restaurant. See you GUEST: I’d like to order for breakfast.
again and hope you come back again. Bye ma’am! ME: Sure. May I know you name and room number please?
GUEST: My name is ______________________ and my room
TABLE RESERVATION (SCENARIO 1) number is_________________________.
Telephone ringing….. Must take the call before the third ring. ME: Yes Mam/ Sir, May I know if you have any dietary
Record all the information as the conversation goes on. requirements, restrictions or food allergens?
GUEST: ______________
R: Thank you for calling Aperitif Diner, Ms./Mr. _____ ME: Mam/ Sir for our breakfast menu. We have the
speaking. How may I assist you? American, Filipino and continental breakfast? Which would
G: Ms/ Mr. _________ I would like to make table you like to have?
reservation. GUEST: “Continental, American, Filipino?”
R: Yes Ma’am. You are very much welcome to make a ME: For our continental we offer_____________________,
reservation with us. By the way, may I know the date while in American___________________, and with Filipino
and time of your reservation, please? breakfast we have___________________________.
G: It will be on February 14, 2018, at 8:00 o’clock in the GUEST: okay, I want_________________________
evening. ME: Mam/ Sir Do you have any additional request?
R: How about the number of persons who will dine in? GUEST: _______________
G: It’s good for two persons only. ME: May I confirmed your order. Your name is
R: Well taken. For a while Ma’am, I will just check if _____________________ and from Room____________.
there’s still available table for you. You ordered a
G: Alright __________________________________________________
R: Thank you for waiting ma’am . We still have available __________. Did I get it correctly mam/ sir?
table for you. May I know your complete name and GUEST: Yup
contact number, please? ME: the total amount of your breakfast order is
G: I’m Ms. Anne Heusaff and my contact number is ___P___________. May I know if you are going charge it in
0912- 345- 6789. your room account?
R: Thank you for that information, Ms. Anne Heusaff . GUEST: ____________
May I know if this reservation is under your name? ME: May I know if you are going to pay the exact amount on,
G: It’s a dinner date. are we going to bring a change?
R: Well taken. By the way, would you prefer smoking GUEST:
area or non-smoking area? __________________________________________________
G: Non- smoking area, please. ME: Yes Mam/ Sir, Thank you for calling room service. Have a
R: Alright. Do you have any special dietary Nice Day!
requirements, food restrictions, or allergens? ROOM SERVICE
G: I don’t have any. Thank you for asking by the way. Knock 3x
R: My pleasure. How about any special request or ME: Good morning! Room Service! Mam/ sir is this the room
advance order? of _____________________.
G: May I request for bouquet of white roses and your GUEST: Yes
signature choco lava cake with three candles. ME: I am __________, your room service attendant. Here is
R: Well taken Ms. Heusaff. Is there anything else you your breakfast order. May I come in?
would want to add? GUEST: yes
G: None. I think that would be enough for now. Thank ME: Mam/ Sir _________. Where would you like me to place
you. your breakfast? Am I going to set it on your table or just
R: You’re welcome. By the way, we are glad to inform leave it on the trolley?
you that we will be having complementary glass of GUEST:___________________________________________
champagne and a personalized heart pillow as part ME: Yes Mam/ sir. Would you like me to uncover your
of valentine’s celebration. breakfast?
G: Wow, that’s good to hear. Thank you for that Guest: alright
information. Would you like to have a cup of coffee to start with?
R: You’re welcome, may I repeat the details of your GUEST: okay
reservation? ME: Excuse me mam/ sir, would you like me to adjust your
G: Yes, please? aircon and turn on your television?
R: Alright, you made a reservation on February 14, GUEST: okay
2018 at 8’ o’clock in the evening for two persons in a ME: Mam/ Sir here’s our control sheet and your bill. May I
non-smoking area. you have requested for a bouquet get your signature?”
of white roses and our signature choco lava cake GUEST: Sure
with three canldes. You are Ms. Anne Heusaff with ME: Please sign here. Mam/ Sir, what time shall I be back
the contact number 1912-345-6789 and with no to__________________________?
dietary requiremets or food restrictions. Did I get all GUEST: just back at ____________________
the information right? ME: Yes mam/ sir ________________. I’ll be back within
G: You’re absolutely right. _______ to clear your soiled dishes.
R: Thank you for calling, aperitif diner, Ms. Anne Enjoy your breakfast and have a nice day!
Heusaff. We look forward to you visit. Have a good day! Knock 3x
G: You’re welcome and thank you as well. ME: Good morning! Room Service
ROOM SERVICE GUEST: Come in
ME: Good morning! Room Service Department. This is ME: Mam/ Sir, are you done with your breakfast?
_________ speaking. How may I assist you? GUEST: yes
Telephone ringing….. Must take the call before the third ring. Record all the information as the conversation goes on.

R: Thank you for calling Aperitif Diner, Ms./Mr. _____ speaking. How may I assist you?
G: Ms./ Mr. _________ I would like to make a table reservation.
R: Yes Ma’am. You are very much welcome to make a reservation with us. By the way, may I know the date and time of your
reservation, please?
G: It will be on February 14, 2018, at 8:00 o’clock in the evening.
R: How about the number of persons who will dine in?
G: It’s good for two persons only.
R: Well taken. For a while Ma’am, I will just check if there’s still available table for you.
G: Alright
R: Thank you for waiting ma’am. We still have available table for you. May I know your complete name and contact number,
please?
G: I’m Ms. _____________ and my contact number is 0912- 345- 6789.
R: Thank you for that information, Ms. __________________ . May I know if this reservation is under your name?
G: Yes. It’s a dinner date.
R: Well taken. By the way, would you prefer smoking area or non-smoking area?
G: Non- smoking area, please.
R: Alright. Do you have any special dietary requirements, food restrictions, or allergens?
G: I don’t have any. Thank you for asking by the way.
R: Is there anything else you would want to add?
G: None. I think that would be enough for now. Thank you.
R: You’re welcome. By the way, we are glad to inform you that we will be having complementary glass of champagne and a
personalized heart pillow as part of valentine’s celebration.
G: Wow, that’s good to hear. Thank you for that information.
R: You’re welcome, may I repeat the details of your reservation?
G: Yes, please?
R: Alright, you made a reservation on February 14, 2018 at 8’ o’clock in the evening for two persons in a non-smoking area.
You are Ms. _________________ with the contact number 1912-345-6789 and with no dietary requirements or food
restrictions. Did I get all the information right?
G: You’re absolutely right.
R: Thank you for calling, aperitif diner, Ms__________________. We look forward to your visit. Have a good day!
G: You’re welcome and thank you as well.