Training Activity Matrix
Venue
Facilities/Tools
Training Activity Trainee Date & Time Remarks
and Equipment (Workstation/ Area)
● Andrew ● Reservation
Take reservations in Workstation 1
Restaurant area for Agcaracar Host/Area
service Prepare the Dining
● Leanne ● Telephone Room/ Restaurant
Take record accurately
Area for Service
Krystel
Confirm data of the
Castro ● Reservation
guest.
Sheet
Set up table with the ● Emerson Paul
required materials.
R. Maramag ● Reservation
Use various napkin
card
folding techniques ● Rica
Apply table setting Crisostomo ● Napkin
techniques.
● Menu folders
● Order slips
● Wine list
● Condiments
● Table cloth
● Salt and
Pepper
shakers
● Cover/service
plate
● Dinner plate
● Enter plate
● Fish plate
● Bread plate
● Soup
bowl/plate
● Cups and
saucers
● Stem wares
● Tumblers
● Mugs
● Dinner fork
● Dinner spoon
● Soup spoon
● Butter
knife/spreade
r
● Steak knife
● Fish fork
● Dessert fork
● Teaspoon
● Soup tureen
● Platters
● Coffeepots
● Teapots
● Service tray
stands
● Gueridon
● Cake display
● Refrigerators/
chillers
● Coffee
makers/machi
nes.
Welcome guest with a
● Nhaya Andres ● Tables
warm and professional Workstation 2
greeting.
● Felix A. ● Cloth napkins Welcome guests
Verify reservation
Domingo and take food
information with a
● Checklist and beverage
guest
orders
Execute taking orders
● Marilou ● Blank order
completely and
accurately Collado slips
Repeat order to the ● Jack Flor P. ● Plates
guest
Unciano
Place and send orders ● Tableware
to the kitchen.
Present and describe
the menu to the guests,
Provide appropriate
tableware in serving
food
Master the names,
● Heaven A. ● Different kinds
pronunciations, Workstation 3
ingredients, sauces, Antonio of food and
accompaniments, and Beverages Promote Food
descriptions of all ● Jeremy such as: and Beverage
menu items. Frando Products
● Combo
Master common food meals
● Rhea
allergens and their
potential health Madriaga
● Meat
consequences
● Katsunori
Execute suggestive ● Vegetable
selling techniques.
Tolentino
Use descriptive
● Dessert
● Seafood
● Red wine
● White wine
language to enhance
menu item description.
Check and present
● Jasmin P. ● Different kinds
ordered food to the Workstation 4
guest. Asuncion of food and
beverage such Provide Food
Maintain the hygiene ● Angeline as: and Beverage
standards to prevent Services to
Garcia
foodborne illnesses and
ensure guest safety
● Aira Jayne ● Combo
Guests
Recognize guest cues, Puerto meals
and handling situations
with professionalism ● Monalisa ● Meat
and empathy
D. Siccuan
Conduct 3-minute ● Vegetable
check for the guest ● Hanna
satisfaction. Pulgado ● Dessert
● Seafoods
Ask guest for the
additional request or
needs. ● Red wine
Prepare accurate ● White wine
catering food service.
Serve food according to ● Glasses
general service
principle.
● Bill folder/
Serve beverages at the change tray
right time and
temperature. ● Receipts
Handle wine with care
and applying ● Debit and
appropriate service credit card
procedures.
Pick up promptly the
● Cash
beverage orders.
Prepare billing, and ● American
process payment service
Thank guest and give a
warm farewell. ● Russian
service
Assess guest level of
intoxication. ● Buffet service
Follow enterprise policy
and legal requirements
regarding serving
alcohol to intoxicated
individuals
Answer phone call with
● Paul Billy P. ● Trays and
etiquette. Workstation 5
Bumagat trolleys
Receive order from the Provide Room
guest for room service. ● Rhys Ivan ● Toasters Service
Provide room service to Jimenez
guest. ● Tableware and
● Ciara Ugale appointments
Suggest product to the
guest to increase the ● Warming
● Anna
sale.
Monica C. equipment
Room service orders Sapla
received from doorknob
dockets are interpreted
● Linen
accurately.
Ask the guest where ● Printed
they want to positioned materials
the tray or the trolley.
Understand the food ● Butters
safety, and hygiene
procedures specific to ● Condiments
room service
Greet the guest before ● Cutlery
entering to the room.
● Glassware
Verify the name of the
guest before dealing
with the bills. ● Beverages
Deliver food orders that
are covered during ● Linen
transportation to the
room.
Checked the account of
the guest for accuracy
Cash or non-
cash payment are
highly acceptable.
Maintain a professional
demeanor during
payment processing
Cash payments are
acknowledged and
presented to the
cashier for processing
in accordance with
establishment
guidelines
Actively seek guest
feedback and use it to
improve service.
Explain to the guest the
procedure of taking
away the tray or trolley.
Listen to the guest
● Mae Angelyn
complaints. ● Record book
Braceros
Recognize the entire Workstation 6
story or issue ● Maynard
concerned by obtaining Receive and
Medrano
from guest without Handle Guest
interruption. Concerns
● Mia Raposas
Give full attention to
the guest who’s
complaining.
● Trisha Mae
Paraphrase the guest Sanchez
concern to ensure
understanding and give
feedback.
Avoid blaming others.
Always expressed
gratitude to the guest
for bringing up the
matter
Provide support to
guests who are
experiencing emotional
distress.
Follow-up to check if
the issue or problem
are solved
Difficult situations or
serious concerns that
are elevated to higher
authority
Handle difficult
guest, and maintain
professionalism and de-
escalating situations.
Document all
complaints.
Received guest
feedback for future
purposes.
Prepared By:
YHNA CHARISSA P. MABBUN
Trainer