Nelie CBLM

FOOD AND BEVERAGE SERVICES NC II
LIST OF COMPETENCIES
COMPETENCY
UNIT OF
MODULE TITLE
NUMBER
COMPETENCY
Welcome guests
Welcoming guests
and take food and
and taking food
beverage orders
and beverage
Prepare the dining
orders
Preparing the
room/restaurant
dining
area for service
room/restaurant
Promote food and
area for service

Promoting food
beverage products
and beverage
Provide food and
products
Providing food
beverage services
and beverage
to guests
Provide room
services to guests
Providing room
service
service
Receive and
Receiving and
handle guest
handling guest
concerns
concerns
NTTA-TESDA
DateDeveloped:
CODE
TRS512388
TRS512387
TRS512389
TRS512390
TRS512391
TRS512392
Document No.
QA
SYSTEM
Food and
Beverage
Services NC
II
November 22,
Issued by:
2014
Developed by:
Nelienar B. Mateo
LEARNING OUTCOME SUMMARY

LO 1. Welcome and greet guests.
ASSESSMENT CRITERIA:
1 Customers job requirements are determined in accordance with companys
practice.
2 Garment design is prepared in accordance with the clients requirements.
3
Design and fabric are discussed and selected according to clients
specifications.
4 Special needs of the client are incorporated into the design based on
procedures.
CONTENTS:
Welcoming customer procedure
Bidding goodbye procedure
Communication
CONDITIONS:
Reading Materials
Table
Chair
Dining Area
Linen Clothes
Pen
Notes
METHODOLOGY :
Self-paced/Modular
Lecture
Role Play
ASSESSMENT METHOD :
Oral Test
Written
Oral/Demonstration
NTTATESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
LO 2. Seat the guest.

1 Measuring tools are prepared in accordance with job requirements
2
Body measurements are taken based on procedures
3 Body measurements of clients are taken in sequence according to job

requirements and standard body measurements.
4 Body measurements are recorded in line with company requirements/practice.
CONTENT:
Seating the guest procedure
Procedure and sequence in guiding guest
CONDITIONS:
Table
Chair
Linen Clothes
Pen
Notebook
Procedure Manual
METHODOLOGY :
Self-paced/Modular
Discussion
Role Play
ASSESSMENT METHOD
Demonstration
Written
NTTATESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Document No.
Issued by:
Page
Nelienar B. Mateo
LO 3. Take food and beverage orders.

1 Drafting pattern tools are selected in accordance with job requirements.
2 Basic/Block pattern is drafted using appropriate tools and customers specifications.
.
CONTENT:
Knowledge on menus sequence
Procedure in Taking orders
Food and Beverage service procedure
Proper position in serving food and beverage

CONDITIONS:
Ala Carte/Menu
Pen
Notebook
Table
Chair
Table Clothes/Linen
Chinaware
Silverware
Glassware
Condiments
Centerpiece
Procedure Manual
METHODOLOGY :
Self-paced/Modular
Lecture
Film Viewing
ASSESSMENT METHOD :
Demonstration

NTTATESDA
QA
SYSTEM
Written
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
LO 4. Liaise between kitchen and service areas.

1 Block pattern is laid out in accordance with company procedures.
2 Block pattern
specifications.
is
manipulated
in
accordance
with
customers
3 Final pattern is labeled, filed and secured as per standard operating

procedure
CONTENT:
Safety in handling plates and trays
Food hygiene standard policies and procedure
CONDITIONS:
Trays
Trolleys
Chinaware
Silverwares
Cutleries
Table Clothes/Linen
Pencil
Notebook
Procedure Manual
METHODOLOGY :
Self-paced/Modular
Lecture
Film Viewing
ASSESSMENT METHOD :
Demonstration
Written
NTTATESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
UNIT OF COMPETENCY
Prepare the dining room /restaurant

area for service
MODULE TITLE
Preparing the dining room /restaurant

area for service
MODULE DESCRIPTION
This unit covers the knowledge and skills

required in the preparation of the dining
/restaurant area before the start of the
operations. It involves opening
dining room mise-en-place prior
This unit includes the knowledge
taking reservations, preparing
table setting, and setting
foodservice facility.
NOMINAL DURATION
50 Hours
CERTIFICATE LEVEL
NC II
PREREQUISITE
room
service
duties or the
to service.
and skills in
service stations,
the ambiance of the
LEARNING OUTCOMES:
Upon completion of this module the trainees/students must be able to:
LO 1. Take table reservation
LO 2. Prepare service stations and equipment
LO 3. Set-up the tables in the dining area
LO 4. Set the mood/ambiance of the dining area
NTTATESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
LO 1. Take table reservation

1
2
3
4
5
Inquiries are answered promptly, clearly and accurately.

Pertinent questions are asked to complete the details of the reservations.
Reservations data are recorded on forms accurately based on establishments standards
Details of the reservations are repeated back and confirmed with the party making the
reservation.
Additional information about the foodservice establishment is provided when necessary.
CONTENT:
Procedure in taking table reservation
Telephone courtesy/manners
Procedure in answering guest question
CONDITIONS:
Notebook
Pen
Telephone
Reservation Form
Procedure Manual
METHODOLOGY:
Self-paced/Modular
Discussion
Role Play
ASSESSMENT METHOD:
Demonstration
Interview
Written
NTTATESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
LO 2. Prepare service stations and equipment

1
Service or waiters stations are stacked with supplies necessary for
service.
2
All tableware and dining room equipment are cleaned, wiped and put in
their proper places.
3
Special tent cards and similar special displays are put up for promotion.
4
Cleanliness and condition of all tables, tableware and dining room
equipment are checked.
5
Water pitchers and ice buckets are filled.
6
Electrical appliance or equipment like coffee pots, tea pots, plate

warmers etc. in the dining area are turned on and kept ready
Condiments and sauce bottles are refilled and the necks and tops of the
bottles are wiped clean and dry.
CONTENTS:
Stacking tools and Equipment
Service ware and service area identification
Monitoring Procedure
Cleaning and condition procedure
CONDITIONS :
Cards
Pencil
Notebook
Tables
Procedure Manual
Chair
Coffee pot
Chinaware
Silverware
Cutleries
Glassware
Tissue
Condiments
Centerpiece
Cleaning Materials
Pitcher/Container
METHODOLOGY:
Self-paced/Modular
Discussion
ASSESSMENT METHOD:
Demonstration
Interview
Written
LO 3. Set-up the tables in the dining area
1
2
3
4
5
Tables are set according to the standards of the foodservice

establishment.
In cases where the menu is prearranged or fixed, covers are set correctly
according to the predetermined menu.
Tableware and glassware are wiped and polished before they are set up
on the table.
Cloth napkins are folded properly and laid on the table appropriately
according to napkin folding style.
Buffet or display tables are skirted properly taking into account symmetry,
balance and harmony in size and design.
CONTENTS:
NTTATESDA
QA
SYSTEM
Preparation of tables in the dining area

Menu sequence
Proper hygiene and sanitation
Procedure in napkin folding style
Proper table skirting
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
CONDITIONS:Students/Trainees must be provided with the following:
Table Napkin
Table Cloth/Linen
Pins/Thumbstack
Table
Chair
Procedure Manual
Pins
Cleaning Materials
Silverware
Chinaware
Glassware
METHODOLOGY:
Self-paced/Modular
Discussion
Film Viewing
ASSESSMENT METHOD:
Demonstration
Interview
Written
LO 4. Set the mood/ambiance of the dining area
1. Lights are adjusted according to time of the day.
2. Tables, chairs and other dining room furniture are arranged to ensure
comfort and convenience of the guests.
3. Appropriate music is played when applicable
4. Floors/carpets are cleaned and made sure are dry.
5. Air-condition or cooling units are adjusted for the comfort of the guests
NTTATESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date Developed:
Document No.
November 22,
Issued by:
2014
Page
Developed by:
Nelienar B. Mateo
6. Decorations are set-up according to theme or concept of the dining room.
CONTENTS:
Proper and Procedure in setting mood ambiance of dining area.
CONDITIONS:
Lights
Table
Chairs
Equipment
Decoration
METHODOLOGY:
Self-paced/Modular
Discussion
ASSESSMENT METHOD:
Demonstration
Written
UNIT OF COMPETENCY
PROMOTE FOOD AND BEVERAGE

PRODUCTS
MODULE TITLE
PROMOTING FOOD AND BEVERAGE

PRODUTS
MODULE DESCRIPTOR
This unit deals with the knowledge and

skills required in providing advice
customers on food and beverage
products in foodservice
NOMINAL DURATION
50 Hours
CERTIFICATE LEVEL
NC II
PREREQUISITE
to
enterprises.
NTTATESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
LEARNING OUTCOMES

LO 1. Know the product
LO 2. Undertake Suggestive selling
LO 3. Carry out Upsellingstrategies
LO 1.
Know the product
1
2
3
4
Names and pronunciations of dishes in the menu are mastered.

Ingredients of dishes are memorized.
Sauces and accompaniments are known by heart.
Descriptions and of every item in the menu are studied.
CONTENT:
Food techniques procedures
Procedure in menu
CONDITIONS:Students/Trainees must be provided with the following:
Pencil
Notes
METHODOLOGY:
Self-paced/Modular
Discussion
Film Viewing
ASSESSMENT METHOD:
Demonstration
Interview
Written
NTTATESDA
QA
SYSTEM
LO2.
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
Undertake Suggestive selling
1
2
3
Information about the food items are provided in clear explanations and
descriptions.
Several choices are given to provide more options to guests.
Descriptive words are used while explaining the dishes to make it more
tempting and appetizing.
CONTENTS:
Follow the Menu sequence
Techniques in suggestive selling
Word description procedure

CONDITIONS:
Notes
pen
METHODOLOGY :
Self-paced/Modular
Discussion
ASSESSMENT METHOD:
NTTATESDA
QA
SYSTEM
Written Test
Actual performance
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
LO3. Carry out Upselling strategies

1
2
3
Slow moving but highly profitable items are suggested to increase guest
check.
Second servings of items ordered are offered.
New items are recommended to regular guests to encourage them to try
other items in the menu.
CONTENTS:
Provide guest new menu

Always upsell the menu
Familiarization of menu
CONDITIONS:
Pen
Notes
Menu Guide
METHODOLOGY:
Self-paced/Modular
Lecture
ASSESSMENT METHOD:
Written Test
Actual performance
NTTATESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
UNIT OF COMPETENCY
PROVIDE FOOD AND BEVERAGE

SERVICES TO GUESTS
MODULE TITLE
PROVIDING FOOD AND BEVERAGE

SERVICES TO GUESTS
MODULE DESCRIPTION

skills required in the provision of food
and beverage service to guests in
various types of dining venues and
diverse styles of service. This unit
focuses on the procedures in the
delivery of food and beverages to the
guest as well as on the knowledge and
skills that underpins the efficient work
performance in assisting the dining
guest during and after the meal service.
NOMINAL DURATION
50 Hours
CERTIFICATE LEVEL
NC II
PREREQUISITE
LEARNING OUTCOMES
:
LO 1. Serve food orders
LO 2. Assist the diners
LO 3. Perform banquet or catering food service

LO 4. Serve Beverage Orders
LO 5. Conclude food service and close down dining area
NTTATESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
LO 1. Serve food orders

1
Food orders are checked for presentation and appropriate garnish and
accompaniments.
2
3
4
Food orders are served to the right guests who ordered them.
Food orders are picked up promptly from service areas.
Food orders are served and cleared with minimal disturbance to the
other guests and in accordance to hygienic requirements.
Food orders are served in accordance with the enterprise serving style
standards.
5
6
7
Name of the dish or order is mentioned upon serving the guest.

Sequence of service and meal delivery is monitored in accordance with
enterprise procedures.
CONTENT:
Types and functionsof Serving styles

Sequence of service
CONDITIONS:
Menu Sequence
Pen
Notebook
Specification sheet
METHODOLOGY :
Self-paced/Modular
Discussion
Video
ASSESSMENT METHOD:
Written Test
Actual performance
NTTATESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
LO 2. Assist the diners

1
2
3
4
5
6
Additional requests or needs of the guests are anticipated

Additional food and beverage are offered and served at the appropriate
times
Necessary condiments and appropriate tableware are provided based on
the food order
Delays or deficiencies in service are recognized and followed up
promptly based on enterprise policy
Water, bread, and butter are replenished when required
Children and guests with special needs are treated with extra attention
and care.
CONTENT:
Guests with special needs

General service principles
CONDITIONS:
Manual
Pen
Notebook
Table Chair
Cutleries
METHODOLOGY :

Self-paced/Modular
Film Viewing
Lecture
ASSESSMENT METHOD:
NTTATESDA
QA
SYSTEM
Written Test
Actual performance
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
LO 3. Perform banquet or catering food service

1
2
3
4
5
6
7
Service ware are prepared and checked for completeness ahead of time.
Tables and chairs are set up in accordance with the event requirements.
Food is served according to general service principles.
Food is handled based on food safety procedures.
Coordinated service of meal courses is ensured
Assigned areas are kept clean in accordance with enterprise procedures.
Tables are cleared and soiled dishes prepared to be brought for
dishwashing after the event or function,
8 Number of guests being served is noted and monitored.
CONTENT:
Principles in general services

Proper of monitoring and serving to guest
Enterprise procedure
CONDITIONS:
Card Board
Pen
Notebook
METHODOLOGY:
Self-paced/Modular
Lecture
Video
ASSESSMENT METHOD:
NTTATESDA
QA
SYSTEM
Written Test
Actual performance
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
LO 4. Serve Beverage Orders

1
2
3
4
5
6
7
Beverage orders are picked up promptly from the bar.

Beverage orders are checked for presentation and appropriate
garnishes.
Beverages are served at appropriate times during meal time.
Beverages are served efficiently according to established standards of
service.
Beverages are served at the right temperature.
For full bottle wine orders, wine is opened efficiently with minimal
disturbance to the other guests.
Wine service is carried out in accordance with establishment procedures.
CONTENT:
Different kinds of Beverages services

Procedures in serving wine
CONDITIONS:
Glassware
Labeling materials
Garnish
METHODOLOGY:
Self-paced/Modular
Group Discussion
ASSESSMENT METHOD:
NTTATESDA
QA
SYSTEM
Written Test
Actual performance
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
LO 5. Conclude food service and close down dining area

1. Soiled dishes are removed when guests are finished with the meal.
2. Bills are prepared and processed accurately in coordination with the
cashier.
3. Bills are presented when the guest asks for it.
4. Payment is acknowledged as soon as it is received.
5. Tables are cleared, reset and made ready for the next sitting when guests
are finished with the meal.
6. Guests are thanked and bided farewell warmly.
7. Electrical equipment are turned off where appropriate.
CONTENTS:
Procedure of 5 S
Bidding goodbye procedure
Maintain cleanliness and orderliness
Closing Methods
CONDITIONS:
Notes
Pen
Bill plate
Equipment
Tools
Cleaning Materials
Waste Container
METHODOLOGY:
Self-paced/Modular
Lecture
Role Play
ASSESSMENT METHOD:
Written Test
Actual performance
NTTA-TESDA
QA
SYSTEM
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Nov.
22,
2014
Services NC II
Developed by:
Nelienar B.
Revision #
Mateo
UNIT OF COMPETENCY
PROVIDE ROOM SERVICE
MODULE TITLE
PROVIDING ROOM SERVICE
MODULE DESCRIPTION

Skills required in the provision of food
and beverage service particularly in the
guest
room
of
a
commercial
accommodation establishment.
NOMINAL DURATION
50 Hours
CERTIFICATE LEVEL
NC II
PREREQUISITE
LEARNING OUTCOMES

LO 1.
LO 2.
LO 3.
LO 4.
LO 5.
Take and process room service orders

Set up trays and trolleys
Present and serve food and beverage orders to guests
Present room service account
Clear away room service equipment
LO 1. Take and process room service orders

1
2
3
4
NTTA-TESDA
QA
SYSTEM
5
6
7
8
Telephone call is answered promptly and courteously in accordance with

customer service standards.
Guests name is checked and used throughout the interaction
Details of orders are clarified, repeated and checked with guests for
accuracy
Suggestive selling techniques are used.
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Services NC II Nov. 22, 2014
Developed by:
Nelienar B.
Revision #
Mateo
Guests are advised of approximate time of delivery
Relevant information are recorded and checked in accordance with
establishment policy and procedures
Room service orders received from doorknob dockets are interpreted
accurately.
Orders are promptly transferred and relayed to appropriate location for
preparation.
CONTENT:
Relevant information
Room service equipment and supplies
Proper answering the telephone
CONDITIONS:
Telephone
Pen
Notebook
Room Equipment
Cards
Tools
METHODOLOGY:
Self-paced/Modular
Role Play
Lecture
ASSESSMENT METHOD:
NTTA-TESDA
QA
SYSTEM
Written Test
Actual performance
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Nelienar B.
Revision #
Mateo
LO 2. Set up trays and trolleys

1. Room service equipment and supplies are prepared in accordance
with establishment procedures.
2. Proper room service equipment and supplies are selected and
checked for cleanliness and condition.
3. Trays and trolleys are set up keeping in mind balance, safety and
attractiveness.
4. Room service trays or trolleys are set up according to the food and
beverage ordered.
5. Orders are checked before leaving the kitchen for delivery.
6. Food items are covered during transportation to the room.
7. Food orders are delivered on the time desired by the guest.
CONTENT:
ProperSet-ups for room service trays and or trolleys

Delivering of foods
Proper handling of equipment and supplies
CONDITIONS:
Trolleys
Trays
Condiments

Room equipment
Pen
Notes
Tools
METHODOLOGY:
Self-paced/Modular
Lecture
Film Viewing
ASSESSMENT METHOD:
Written Test
Actual performance
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Nelienar B.
Revision #
Mateo
NTTA-TESDA
QA
SYSTEM
LO 3. Present and serve food and beverage orders to guests

1. The guests name is verified on the bill before announcing the staffs
presence outside the door.
2. Guests are greeted politely in accordance with the with
establishments service procedures.
3. Guests are asked where they want the tray or trolley positioned.
4. Service is fast and discrete
CONTENT:
Procedure in handling customer

Proper Ettiquette/Manner
Time bounded process
CONDITIONS:
Card
Trolley
Tools
Equipment
Reading Materials
METHODOLOGY :
Self-paced/Modular
Lecture
Demonstration
ASSESSMENT METHOD:
NTTA-TESDA
QA
SYSTEM
Written Test
Actual performance
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Nelienar B.
Revision #
Mateo
LO 4. Present room service account

1
Guests accounts are checked for accuracy and presented in accordance

with establishment procedures
Cash payments are acknowledged and then presented to the cashier for
processing in accordance with establishment guidelines
2
3
For charge accounts, guests are asked to sign the bills

.
CONTENT:
Guideliness in cash payments

Billing accounts procedure
CONDITIONS:
Cashier Materials
Tools
Equipment
Reading Materials
METHODOLOGY:
Self-paced/Modular
Lecture
ASSESSMENT METHOD:
NTTA-TESDA
QA
SYSTEM
Written Test
Actual performance
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Nelienar B.
Revision #
Mateo
LO 5. Clear away room service equipment

1. Procedure to take away the tray or trolley when the guests have finished
their meal is explained.
2. Floors are checked and cleared in accordance with establishment policy
and guidelines.
3.
Dirty trays are cleared in accordance with the establishments procedure.
4.
Trays and trolleys are cleaned and returned to the room service area.
CONTENT:
Proper handling and sanitizing

Establishment standard policy
CONDITIONS:
Tools
Furniture
Equipment
Cleaning materials
METHODOLOGY:
Self-paced/Modular
Lecture
ASSESSMENT METHOD:
NTTATESDA
QA
SYSTEM
Written Test
Actual performance
Food and
Beverage
Services NC II
Date Developed:
November 22,
2014
Developed by:
Nelienar B. Mateo
Document No.
Issued by:
Page
UNIT OF COMPETENCY :
RECEIVE AND HANDLE
GUEST
CONCERNS
MODULE TITLE
:
RECEIVING AND HANDLING
GUEST
CONCERNS
MODULE DESCRIPTION :
This unit deals with the
knowledge
and skills required in receiving
and
handling guest complaints.
NOMINAL DURATION
CERTIFICATE LEVEL
PREREQUISITE
50Hours
NC II
LEARNING OUTCOMES :
Upon completion of this module the trainees/students must
be able to:
LO
LO
LO
LO
1.
2.
3.
4.
Listen to the complaint

Apologize to the guest
Take proper action on the complaint
Record complaint
LO 1. Listen to the complaint

1. The entire story or issue of concern is obtained from the guest without
interruption.
2. Details of the guest complaint or concern are noted.
3. Full attention is given to the complaining guest.
4. Guest complaint is paraphrased to determine if the concern is correctly
understood.
NTTA-TESDA
Date
Document No.
QA
SYSTEM
CONTENT:
Food and
Beverage
Services NC II
Developed:
Nov. 22, 2014
Developed by:
Nelienar B.
Mateo
Issued by:
Revision #
Handling Guest complaint

Overcoming of different types og guest
CONDITIONS:
Notes
Pen
METHODOLOGY:
Self-paced/Modular
Lecture
ASSESSMENT METHOD:
Written Test
Actual performance
LO 2. Apologize to the guest
1. Sincere apology is offered for the disservice.
2. Empathy is shown to the guest to show genuine concern and
consideration.
3. Excuses or blaming others are avoided.
4. Gratitude is expressed to the guest for bringing the matter up for
attention.
CONTENT:
Process in apologize to the guest

Proper Etiquettes/Manner
CONDITIONS:
Pen
Notes
Tools
NTTA-TESDA
QA
SYSTEM
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Nelienar B.
Revision #
Mateo
METHODOLOGY:
Self-paced/Modular
Lecture
ASSESSMENT METHOD:
Written Test
Actual performance
LO 3. Take proper action on the complaint
1. Appropriate action is taken regarding guests concerns
2. The right person or department who can solve the problem is informed
for proper action.
3. Difficult situations or serious concerns are elevated or referred to higher
authority.
4. Follow up on the problem to check whether it solved or not.
.
CONTENT:
Appropriate guests concerns
Analyze by solving the problem

CONDITIONS:
Tools
Equipment
Reading Materials
METHODOLOGY:
Self-paced/Modular
Lecture
ASSESSMENT METHOD:
Written Test
interview
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Nelienar B.
Revision #
Mateo
NTTA-TESDA
QA
SYSTEM
LO 4. Record complaint
1. Complaints are documented according to the establishment standard
procedures.
2. Persons concerned are recognized and actions taken are recorded.
3. Feedback received from guests is logged and collated.
.
CONTENT:
Provide establishment standard procedures

Provide feedback logbook
CONDITIONS:
Pen
Logbook/Notebook
Tools
Reading Materials
METHODOLOGY:
Self-paced/Modular
Lecture
ASSESSMENT METHOD:
Written Test
Interview
NTTA-TESDA
QA
SYSTEM
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Nelienar B.
Mateo
Learning Experiences
Learning Outcome 1
Welcome and greet guests
Learning Activities
1. Read Information Sheet
Special Instructions
on Six Categories of Food and

Beverage Services(1.1-1)
2. Answer Self-Check (1.1-1)
Compare your answers to the answer key. You

are required to get all answers correct if not
Read the information sheet again to answer all
questions correctly.
3.Read information Sheet

onStandards for Table Setup
(1.1-2)
4. Answer Self-Check (1.1-2)
Compare your answer to the answer key. You

5. Read Information Sheet

On Service Equipment and
Supplies/Proper use and
Maintenance (1.1-3)
6. Answer Self-Check(1.1-3}
Compare your answer to the answer key.

NTTA-TESDA
QA
SYSTEM
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Nelienar B.
Revision #
Mateo
INFORMATION SHEET 1.1-1

Objective:After reading the Information Sheet you must be able to perform
the following categories of food and beverage services.
.
NATURE OF FOOD AND BEVERAGE SERVICES

Food and beverage serving and related workers are the front line of customer service
in full-service restaurants, casual dining eateries, and other food service establishments. These
workers greet customers, escort them to seats and hand them menus, take food and drink orders,
and serve food and beverages. They also answer questions, explain menu items and specials, and
keep tables and dining areas clean and set for new diners. Most work as part of a team, helping
coworkers to improve workflow and customer service. Waiters and waitresses, also called
servers, are the largest group of these workers. They take customers' orders, serve food and
beverages, prepare itemized checks, and sometimes accept payment. Their specific duties vary
considerably, depending on the establishment. Food and beverage service workers are on their
feet most of the time and often carry heavy trays of food, dishes, and glassware. During busy
dining periods, they are under pressure to serve customers quickly and efficiently.
THE CATEGORIES OF FOOD AND BEVERAGE SERVICES:

It is important to study and practice carefullythe following categories of food
and beverage services. The six categories of FBS are: Welcoming the guest,
Room Service, Table Set-up Services, Table Skirting, Table Napkin Fold, and
Flower Arrangement.
Welcoming the Guest/Waitering-greeting customers as they
arrive and showing them to their table.
Room Services- is a unit tasked to attend to the delivery of food
and beverage orders to the guests room.
Table Set-up Services- refers to the arrangement of the table
such as silverware, glassware and chinaware.
Table Napkin Fold- a napkin does not simply rest on a table. It's
a direct expression of personality and creativity.
Table Skirting-is defined as draping a table with a table cloth in
order to give the table a formal and elegant look.
Flower Arrangement- is the combination of several elements to
produce a visually pleasing display of fresh, silk, or dried
flowers.
Food and
Beverage
Services NC II
Date
Developed:
Nov. 22, 2014
Developed by:
Nelienar B.
Mateo
Correct sequence of food service:

1.
Welcoming and greeting the guest
2.
Escorting
3.
Seating the guest
4.
Serving drinks
5.
Presenting the menu
6.
Taking orders
7.
Placing order to the kitchen
8.
Set-up the table (fine dining style)
9.
Serving foods/orders
10.
Bussing
Document No.
Issued by:
Page
Revision #
11.
Presenting and setting bills
12.
Bidding goodbye
Correct sequence of room service:

1
2
3
4
5
6
7
8
9
10
Receiving Calls
Taking Order
Room Number
Repeating Order/Repeating Room Number
Serving order to the room
Bidding Goodbye
Receiving calls for bussing
Knocking the door 3x
Bidding Goodbye
Table Setup/Table Setting:

American Service
Food and
Beverage
Services NC II
Buffet ServiceRussian Service
Date
Developed:
Nov. 22, 2014
Developed by:
Nelienar B.
Mateo
Document No.
Issued by:
Page
Revision #
French Service
Food and
Beverage
Services NC II
Date
Developed:
Nov. 22, 2014
Developed by:
Nelienar B.
Mateo
Document No.
Issued by:
Page
Revision #
Table Napkin Fold:

The Diamond Fold
Birds of Paradise Fold
Fleur de lis fold
Slide Fold
Arrow Fold
Pyramid Fold
Rose Fold
Candle Fold
Standing Fan Fold
Table Skirting:
Food and
Beverage
Date
Developed:
Nov. 22, 2014
Document No.
Issued by:
Services NC II
Developed by:
Nelienar B.
Mateo
Revision #
Date
Document No.
Page
Flower Arrangement:
Food and
Beverage
Services NC II
Developed:
Nov. 22, 2014
Developed by:
Nelienar B.
Mateo
Issued by:
Page
Revision #
Self-check 1.1-1
Direction: Choose the correct answer and encircle the letter of your choice.
1. Who to serve first with a number of guest in the table?
A. Gentlemen
B. Child
C. Host
D. Lady
2. When guest is seated, what is the item the server is removing from table and
placing on guest lap?
A. Table Cloth
B. Napkin
C. Dinner plate
D. Salt and pepper shaker
3. It is a unit tasked to attend to the delivery of food and beverage orders to the
guests room?
A. Welcoming the guest
B. Table Set-up
C. Room Service
D. Flower Arrangement
4. Using American service, which side of guest you use when serving beverages?
A. Right side
B. Front
C. Left side
D. Top
5. It is refers to the arrangement of the table such as silverware, glassware and
chinaware?
A. Flower Arrangement
B. Table Napkin Fold
C. Room Service
D. Table Set-up
NTTA-TESDA
Date
Document No.
QA
SYSTEM
Food and
Beverage
Services NC II
Developed:
Nov. 22, 2014
Developed by:
Nelienar B.
Mateo
Issued by:
Page
Revision #
Self-Check 1.1-1 Answer Key
1.
2.
3.
4.
5.
B - Child
B - Napkin
C Room Service
A Right Side
D Table Set-up
NTTA-TESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date
Developed:
Nov. 22, 2014
Developed by:
Document No.
Issued by:
Page
Nelienar B.
Mateo
Revision #
Information sheet 1.1-2

Learning objective:
After reading this Information Sheet, you must be able to identify the types of
Table Setting.
1. American Service
TYPES OF TABLE SETTING

is a plated service because the food is already
arranged in individual plates to the kitchen and
2. Buffet Service
ready to serve to the guests.

is a self-service because you are going to line up
3. French Service
to get food at the buffet table.

is a table side preparation because the food is
prepare at the side of the table of the guest with
4. Russian Service
some showmanship.
is a platter service in which the food is being dish
out to the individual plates of the guest using a
5. Waitering Services
tong.
it is a job in a restaurant
NTTATESDA
QA
SYSTEM
Food and
Beverage
Services
NC II
Date
Developed:
Nov. 22, 2014
Document No.
Issued by:
Developed by:
Nelienar B. Mateo
Page
Self-Check 1.1-2
Direction: Choose the correct answer and encircle the letter of your choice.
1. It is a service in which a food is prepare at the side of the table of the guest
with some showmanship?
A. American Service
B. Russian Service
C. Filipino Service
D. French Service
2. Known as a self-service?
A. Filipino Service
B. Russian Service
C. Buffet Service
D. American Service
3. Using American Service, which side of guest you use when serving
beverages?
A. Front
B. Top
C. Right side
D. Left side
4. In Russian service, what tools they use in serving the food?
A. Fork
B. Tong
C. Ladle
D. Spoon
5. What is the other term for American Service?
A. Self-service
B. Platter service
C. Plated service
NTTA-TESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date
Developed:
Nov. 22, 2014
Developed by:
Nelienar B.
Mateo
Document No.
Issued by:
Page
Revision #
D. Family service
1.
2.
3.
4.
5.
D French Service
C Buffet Service
C Right Side
B - Tong
C Plated Service
NTTA-TESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date
Developed:
Nov. 22, 2014
Developed by:
Nelienar B.
Mateo
Document No.
Issued by:
Page
Revision #
INFORMATION SHEET 1.1-3

SERVICES EQUIPMENT AND SUPPLIES/ PROPER USE AND MAINTENANCE
Objective: After reading the information sheet you must be able to know the List of
Standard Services Equipment and Supplies
PURPOSE
CHINAWARES
SILVERWARES
HOLLOWARES
.
For serving
Appetizer
Fish plate
Fish knife/fork for fish
Supreme bowl for seafood
Plate underliner
Scargo or cocktail fork
cocktail
for seafood
for seafood cocktail
Showplate-underliner for
cocktail
For Soup
Soup bowl with
appetizer
Soup spoon
plate as
underliner
For Salad
Salad
bowl/
salad plate
Salad fork/knife
Salad
containers
buffet services
for
Main
Course
Dinner plate
Dinner knife/fork
Container of hot items for
plate
Steak Knife
the buffet
Ceraeal bowl for
Serving spoon and fork
cereal
Sizzling plates
for sizzling
dishes
Bread
Bread plate
Cups and saucer
Bread knife or butter
Bread basket
spreader
Bread tong
Teaspoon
Coffee/Tea pot
For
Coffee/Tea
NTTA-TESDA
QA
SYSTEM
Sugar/Cream containers
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Nov.
22,
2014
Services NC II
Developed by:
Page
Nelienar B.
Revision #
Mateo
SERVICES OPERATING EQUIPMENT
CHINAWARES
NTTA-TESDA
QA
SYSTEM
FLATWARES
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Page
Nelienar B.
Revision #
Mateo
HOLLOWARES
GLASSWARES
BAR SUPPLIES
NTTA-TESDA
QA
SYSTEM
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Page
Nelienar B.
Revision #
Mateo
Self-Check 1.1-2
Direction: Columns A and B are the tools and equipment use in dining.
Match Column A with Column B.
COLUMN A
COLUMN B
___________ 1. Container for Cube Ice

___________ 2. Use for Water
A. Water Goblet
B. Tray
___________ 3. Use for serving TeaC. Ice Bucket

___________ 4. Use for Main Course D. Tea Pot
___________ 5. Use for bussing utensils E. Dinner Plate
F. Salad Plate
G. Red Wine glass
NTTA-TESDA
QA
SYSTEM
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Page
Nelienar B.
Revision #
Mateo
1. C- Ice Bucket
2. A- Water Goblet
3. D- Tea Pot
4. E- Dinner Plate
5. B- Tray
NTTA-TESDA
QA
SYSTEM
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Page
Nelienar B.
Revision #
Mateo
FORM 2.1 SELF-ASSESSMENT CHECK

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary data or
information which is essential in planning training sessions. Please check the
appropriate box of your answer to the questions below:
CORE COMPETENCIES
YES NO
CAN I...
1. Welcome and greet guests
1.1 Guests are acknowledged as soon as they arrive ?
1.2 Guests are greeted with an appropriate welcome ?
1.3 Details of reservations are checked based on established
standard policy?
2. Seat the guest
2.1 Guests are escorted and seated according to table
allocations?
2.2 Tables are utilized according to the number of party.?
2.3 Guests are seated evenly among stations to control the
traffic flow of guests in the dining room?
2.4 Cloth napkins are opened for the guests when applicable?
2.5 Water is served when applicable, according to the
standards of the foodservice facility?
3. Take food and beverage orders
3.1 Guests are presented with the menu according to
established standard practice.?
3.2 Orders are taken completely in accordance with the
establishments standard procedures?
3.3 Special requests and requirements are noted accurately?
3.4 Orders are repeated back to the guests to confirm items?
3.5 Tableware and cutlery appropriate for the menu choices
are provided and adjusted in accordance with
establishment procedures?
4. Liaise between kitchen and service areas
4.1 Orders are placed and sent to the kitchen promptly?
4.2
Quality of food is checked in accordance with
Establishment standards?
4.3 Tableware is checked for chips, marks, cleanliness, spills,
and drips?
4.4 Plates and/or trays are carried out safely?
4.5 Colleagues are advised promptly regarding readiness of
items for service?
4.6
Information about special requests, dietary or cultural
requirements is relayed accurately to kitchen where
appropriate?
4.7 Work technology are observed according to establishment
standard policy and procedures?
Evidences/Proof of Current Competencies
Form 2.2: Evidence of Current Competencies acquired related to Job/Occupation

Current
Competencies
Standard Procedure in
Proof/Evidence
Accomplish Standard
Means of validating
Checked Standard
Welcome and greet guests Procedure

Discuss the Proper
Decide Proper
Procedure
Checked Proper Procedure
procedure in Seat the
Procedure according
according to standard
guest
Sequence in Take food
to standard
Demonstrate take food Checked take food and
and beverage orders

Know the Liaise between
and beverage orders

Comply the Liaise
beverage orders
Not complied according to
kitchen and service areas
between kitchen and
the Liaise between kitchen
service areas
and service areas
In reviewing the documents submitted by the prospective Trainee, the

following should be considered:
1. Perform the sequence/procedure of:
welcome and greet guest

seat the guest
take food and beverage orders
2. Compile the liaise between kitchen and service area of:
their function and their uses
2. Date to be perform and submission
3. Final Performance and final submission
NTTA-TESDA
QA
SYSTEM
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Page
Nelienar B.
Revision #
Mateo
Identifying Training Gaps

Form the accomplished Self-Assessment Check (Form 2.1) and the
evidences of the current competencies (Form 2.2), Trainer will be able to
identify what the training needs of the prospective trainee are.
Form 2.3 Summary of Current versus Required Competencies
Required Units of
Current Competencies
Competency/Learning
outcomes based on CBC
Gaps/Requirements
Welcome and greet guests Welcome and greet

guests
Discuss the Proper
procedure in Seat the
guest
Training
and beverage orders

Know the Liaise between
and beverage orders

Know the Liaise
kitchen and service areas
between kitchen and

service areas
NTTA-TESDA
QA
SYSTEM
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Page
Nelienar B.
Revision #
Mateo
JOB SHEET 2.1-1

Title
: Standard Procedure, Tools and Equipments to be

use and the Menu Sequence of Taking Order
Performance Objective:
At the end of the session the trainees will be
able to know standard procedure, to identify tools
and equipment to use in dining and demonstrate
menu sequence of taking order
Supplies: Handouts, Chinawares, Flatwares, Hollowares,
Glasswares, Menu, Pen, Order Slip
Equipment:
: PC, Printer with ink, Projector, Trolley,
Table and Chair
Steps/Procedure:
1. Secure the Self-Assessment Check (Form 2.1) and the evidences of
current competencies (Form 2.2) of the trainee assigned to you.
2. Validate the evidences of current competencies.
3. Determine the training gaps using Form 2.3.
4. Convert the training gaps into training needs using Form 2.4.
Assessment Method:
Portfolio Assessment, Performance Criteria Checklist
NTTA-TESDA
QA
SYSTEM
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Page
Nelienar B.
Revision #
Mateo
Form no. 2.4. Training Needs
Training need
(Learning Outcomes)
Know the Liaise between kitchen and
Module Title/Module of Instruction

Conduct Training in Work technology
service areas
NTTA-TESDA
QA
SYSTEM
according to establishment standard

policy and procedures
Food and
Beverage
Services
NC 11
Date
Document No.
Developed:
Issued by:
Nov. 22, 2014
Developed by:
Page
Nelienar B.
Revision #
Mateo
Performance Criteria Checklist
1.
2.
3.
4.
Criteria
Evidences of current competencies are validated
Current competencies are identified
Discrepancies between current competencies and
required competencies are determined.
Training needs are completely listed.
NTTA-TESDA
QA
SYSTEM
Yes
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Page
Nelienar B.
Revision #
Mateo
No
Activity Sheet
Title:
Sequence of Food Services
Activities:
Performance Objective
1. To know the correct sequence of food services.
2. To be able to demonstrate the food services in fine dining area.
Supplies: Reading Materials
Equipment: PC printer with ink, Projector for Film Viewing
Steps/Procedure with Picture:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
Welcoming and greeting the guest

Escorting
Seating the guest
Serving drinks
Presenting the menu
Taking orders
Set-up the table (fine dining style)
Serving foods/orders
Bussing
Presenting andsetting bills
Bidding goodbye
Assessment Method:
Portfolio Assessment, Performance criteria checklist
NTTA-TESDA
QA
SYSTEM
Food and
Beverage
Services NC II
Date
Developed:
Nov. 22, 2014
Developed by:
Nelienar B.
Mateo
Document No.
Issued by:
Revision #
TASK SHEET 1.4-6

Title
: Construct the Correct Number
Performance Objective:Correct Sequence of Food Service
Supplies/Materials:
TR, CBC, INTERNET
Equipment:
PC, printer with ink
Direction:Arrange the following correct sequence of food services in order by
each number. Write your answer in the space provided.
____________
____________
____________
____________
____________
____________
____________
____________
____________
____________
____________
____________
.
A. Bidding Goodbye
B. Serving foods/orders
C. Taking orders
D. Presenting and setting bills
E. Serving drinks
F. Welcoming and greeting the guest
G. Presenting the menu
H. Escorting
I. Set-up the table (fine dining style)
J. Seating the guest
K. Placing order to the kitchen
L. Bussing
NTTA-TESDA
QA
SYSTEM
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Page
Nelienar B.
Revision #
Mateo
Performance Criteria Checklist for Constructing the Correct

Number
Answer Key
A. 12 Bidding Goodbye
B. 9 Serving foods/orders
C. 6 Taking orders
D. 11 Presenting and setting bills
E. 4 Serving drinks
F. 1 Welcoming and greeting the guest
G. 5 Presenting the menu
H. 2 Escorting
I. 8Set-up the table (fine dining style)
J. 3 Seating the guest
K. 7 Placing order to the kitchen
L. 10 Bussing
NTTA-TESDA
QA
SYSTEM
Date
Document No.
Food and
Developed:
Issued by:
Beverage
Developed by:
Page
Nelienar B.
Revision #
Mateo
WORKSHOP LAYOUT
Food and Beverage Services NC II
Back door
Supplies & Materials
Facilities/Equipment
Circulation Area
White Board
Tool Cabinet
Segregation Area
Learning Resource
Cabinet
Center
Bar Area
Legend:
Chair
Table
NTTA-TESDA
QA
SYSTEM
Entrance
Tools and Equipment Cabinet

Bar Services
Food and
Beverage
Services NC II
Date
Developed:
Nov. 22, 2014
Developed by:
Nelienar B.
Mateo
Document No.
Issued by:
Revision #

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FOOD AND BEVERAGE SERVICES NC II

and take food and

and taking food

Prepare the dining

area for service

Promote food and

area for service

Provide food and

LEARNING OUTCOME SUMMARY

LO 2. Seat the guest.

Body measurements are taken based on procedures

3 Body measurements of clients are taken in sequence according to job

LO 3. Take food and beverage orders.

Knowledge on menus sequence

Procedure in Taking orders

Food and Beverage service procedure

Proper position in serving food and beverage

LO 4. Liaise between kitchen and service areas.

3 Final pattern is labeled, filed and secured as per standard operating

Prepare the dining room /restaurant

Preparing the dining room /restaurant

This unit covers the knowledge and skills

LO 4. Set the mood/ambiance of the dining area

LO 1. Take table reservation

Inquiries are answered promptly, clearly and accurately.

LO 2. Prepare service stations and equipment

Electrical appliance or equipment like coffee pots, tea pots, plate

Tables are set according to the standards of the foodservice

Preparation of tables in the dining area

CONDITIONS:Students/Trainees must be provided with the following:

Proper and Procedure in setting mood ambiance of dining area.

PROMOTE FOOD AND BEVERAGE

PROMOTING FOOD AND BEVERAGE

This unit deals with the knowledge and

Upon completion of this module the trainees/students must be able to:

Know the product

Names and pronunciations of dishes in the menu are mastered.

Undertake Suggestive selling

Follow the Menu sequence

Techniques in suggestive selling

Word description procedure

LO3. Carry out Upselling strategies

Provide guest new menu

PROVIDE FOOD AND BEVERAGE

PROVIDING FOOD AND BEVERAGE

This unit deals with the knowledge and

LO 3. Perform banquet or catering food service

LO 1. Serve food orders

Name of the dish or order is mentioned upon serving the guest.

Types and functionsof Serving styles

LO 2. Assist the diners

Additional requests or needs of the guests are anticipated

Guests with special needs

LO 3. Perform banquet or catering food service

Principles in general services

LO 4. Serve Beverage Orders

Beverage orders are picked up promptly from the bar.

Different kinds of Beverages services

LO 5. Conclude food service and close down dining area

PROVIDE ROOM SERVICE

PROVIDING ROOM SERVICE

This unit deals with the knowledge and