Professional Documents
Culture Documents
Waiter
Food and Beverage Service Attendant
1
ENHANCED COURSE DESIGN
Enhanced Course Outline
*NOMINAL
DURATION
based on TESDA Training Suggested
CERTIFICATION
Regulations for Food and Training Methods
Beverage Service NC II
1. Prepare the dining room/ 64 Lecture- Food and Beverage Service
restaurant area for service Discussion NC II(TRSFBS213)
Take table reservation Demonstration
Prepare service stations and Role-Play Prepare the dining
equipment Audio-visual room/restaurant area for
Set-up tables in the dining area presentations service (TRS512387)
Set the mood/ambiance of the Visual aids Welcome guests and take
dining area (photos, food and beverage orders
drawings) (TRS51238)
2. Welcome guests and take 32 Lecture- Promote food and
food and beverage orders Discussion beverage products
Welcome and greet guests Demonstration ((TRS51239)
Seat the guest Role-Play Provide food and
Take food and beverage orders beverage services to
Liaise between kitchen and guests (TRS51240)
service
3. Promote food and beverage 32 Lecture- Provide room service
products Discussion Receive and handle guest
Know the product Role-Play concerns
Undertake suggestive selling
Carry out upselling strategies
4. Provide food and beverage 144 Lecture-
services to guests Discussion
Serve food orders AV/Film viewing
Assist the diners Demonstration
Perform banquet or catering Role-Play
food service
Serve beverage orders
Process payments and
receipts
Conclude food service and
close down dining area
Manage intoxicated person
Provide room service 32 Lecture-
Take and process room service Discussion
orders Demonstration
Set up trays and trolleys Role-Play
Present and serve food and
beverage orders to guests
2
Present room service account
Clear away room service
equipment
Receive and handle guest 16 Lecture-
concerns Discussion
Listen to the complaint Role-Play
Apologize to the guest
Take proper action on the
complaint
Record complaint
* Nominal Duration: is the suggested duration of the training which approximates the time that an average learner can acquire
the competency.
TRAINING DELIVERY
The delivery of training should adhere to the design of the curriculum. Delivery should be guided by
the principles of competency-based training.
a) Course outline is based on competency standards/training regulations;
b) Training delivery is learner-centered and should accommodate individualized and self-
paced learning strategies;
c) Training can be done on an actual workplace setting or on a simulated workplace;
d) Assessment is based in the collection of evidence of the performance of work;
e) Assessment of competency takes the trainees knowledge and attitude into account but
requires evidence of actual performance of the competency as the primary source of
evidence;
f) Training program allows for recognition of prior learning (RPL) or current competencies;
and
g) Training completion is based on satisfactory performance of all specified competencies
indicated in the progress chart.
3
RECOMMENDED LIST OF TOOLS, SUPPLIES AND MATERIALS FOR TEN (10) TRAINEES
Quantity Unit Description
GLASSWARE
2 pcs Water goblets
4 pcs high ball/Collin glasses
4 pcs red and white wine glasses
1 pc sparkling wines
2 pcs champagne glasses
1 pcs double lever cork screw
DINING ROOM FURNITURES
1 unit Service Station
1 pc Square Tabe
4 pcs Dining room chairs
LINENS
2 pcs Square table cloth
2 pcs Service napkin (12 x 12) / Hand towels
Cleaning cloth (good morning towels
2 pcs top cloth
DINNER WARE
1 pc Cover / show plate (12 in diameter)
2 pcs Bread and butter plate (6 in diameter)
2 pcs soup plate with w/salad plates, fish plates
and dinner plates
SILVERWARE
4 pcs Dinner knives
4 pcs Dinner forks
4 pcs Bread and butter knives
4 pcs fish fork
4 pcs Fish Knives
4 pcs Soup spoon
4 pcs Teaspoon
4 pcs Dessert spoon
OTHER MISE-EN-PLACE
1 pc Bar tray
1 pc Service tray
1 pc Stainless pitcher
1 pc Flower vase
1 pc Salt and pepper shaker
4
TRAINING FACILITIES
Based on a class intake of 25 students/trainees. It may vary depending on the number of
students/trainee
Space Requirement Size in Meters Area in Sq. Meters Total Area in Sq. Meters
Student/Trainee Working
1 x 1 m. 1 sq. m. 25 sq. m
Space
Lecture/Demo Room (8 x 5 m.)x2 (40sq.m.)x2 (40 sq. m).x2
Laboratory 8 x 5 m. 40 sq. m. 40 sq. m.
Learning Resource Center 3 x 5 m. 15 sq. m. 15 sq. m.
Facilities/Equipment/
36 sq. m.
Circulation Area
Total workshop area: 156 sq. m. +40sq.m.
TRAINERS QUALIFICATIONS
Trainers shall be required to be certified to the National Certificate for which qualification they will train.
TESDA shall provide an online training on Plan Training Session and Facilitate Learning Sessions to the
potential trainers.1
Minimum requirements:
Holder of a National Certificate in the Qualification s/he will teach; and
Has completed the following units of Trainers Methodology Level I:
1
(The training modules corresponding to the above units of Trainers Methodology can be accessed through the
TESDA-NITESD website.)
5
6
COMPETENCY-BASED
CURRICULUM
7
UNIT OF COMPETENCY : PREPARE THE DINING ROOM/RESTAURANT FOR SERVICE
MODULE DESCRIPTION : This module covers the knowledge and skills required in the
preparation of the dining room /restaurant area before the
start of the service operations. It involves opening duties or
the dining room mise-en-place prior to service.
NOMINAL DURATION : 62 hours
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS:
Simulation / practical test
Oral questioning
Written exam
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LO2. PREPARE SERVICE STATIONS AND EQUIPMENT
ASSESSMENT CRITERIA:
1. Supplies are made available at service or waiters stations.
2. Tableware and dining room equipment are cleaned according to food enterprise standards.
3. Tent cards and similar special displays are put up for promotion as per marketing
requirements.
4. Cleanliness of tables, tableware and dining room equipment are checked as per food
enterprise standards.
5. Water pitchers and ice buckets are filled as per service requirements.
6. Electrical appliances in the dining area are turned on and kept ready.
7. Condiments and sauce bottles are refilled and the necks and tops of the bottles are wiped
clean and dry.
CONTENTS:
Station mise-en-place
o Cleaning procedure of tableware
o Cleaning of dining room equipment
Opening duties of foodservice staff
METHODOLOGIES:
Lecture-discussion
Demonstration with return demo
ASSESSMENT METHODS:
Simulation / practical test
Oral questioning
Written exam
ASSESSMENT CRITERIA:
1. Table cloths are laid according to food enterprise standards.
2. Tables are set according to cover and predetermined menu.
3. Tableware and glassware are cleaned and set up according to food enterprise standards.
4. Cloth napkins are folded according to napkin folding style.
5. Buffet or display tables are skirted in accordance to standard table set up.
6. Tables are set up according to event and functions requirements.
CONTENTS:
Tableware identification
- Dinnerware
- Flatware/Silverware
- Beverageware/Glassware
- Holloware
Clothing tables
Setting the table (General principles in laying covers)
9
Types of table
Napkin folding styles
How to set up banquets (including skirting)
METHODOLOGIES:
Lecture-discussion
Demonstration with return demo
Film showing
Visual aids like photos, lay outs, floor plans and drawings
ASSESSMENT METHODS:
Simulation / practical test
Oral questioning
Written exam
ASSESSMENT CRITERIA:
1. Lights are adjusted according to diners preference.
2. Tables, chairs and other dining room furniture are arranged to ensure comfort and
convenience of the guests.
3. Music is played according to event requirements.
4. Floors/carpets are cleaned according to food enterprise standards.
5. Air-condition or cooling units are adjusted for guests comfort.
6. Decorations are set-up according to theme or events.
CONTENTS:
Elements of setting the ambiance of the dining area
Dining procedures in setting the mood and ambiance of the dining area
Lighting adjustment
Operating audio visual equipment
Cleaning procedures on floors/carpet
Temperature setting
Music vs events
Decorations vs events
METHODOLOGY:
Lecture-discussion
Demonstration with return demo
Film showing
Visual aids like photos, lay outs, floor plans and drawings
ASSESSMENT METHODS:
Written or oral test
Simulation/practical test
Oral questioning
10
UNIT OF COMPETENCY : WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
MODULE DESCRIPTION : This module 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.
NOMINAL DURATION : 24 hours
ASSESSMENT CRITERIA:
1. Guests are greeted according to enterprise welcome procedures.
2. Details of reservations are checked based on enterprise standard policy.
CONTENTS:
Welcoming and greeting procedures
Communication skills
METHODOLOGIES:
Lecture-discussion
Demonstration with return demo
Film showing
Visual aids like photos, lay outs, floor plans and drawings
ASSESSMENT METHODS:
Oral questioning
Simulation
Practical test with oral questioning
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LO2. SEAT THE GUESTS
ASSESSMENT CRITERIA:
1. Guests are escorted and seated according to table assignment.
2. Tables are utilized according to number of guests.
3. Guests are seated evenly to control the traffic flow in the dining area.
4. Cloth napkins are opened according to procedure requirements.
5. Water is served according to the standards of the foodservice facility.
CONTENTS:
How to seat guests
Where to seat guests (controlling traffic flow of guests)
Opening napkins for guests
Procedure in serving water
METHODOLOGIES:
Lecture-discussion
Demonstration with return demo
Film showing
Visual aids like photos, lay outs, floor plans and drawings
ASSESSMENT METHODS:
Oral questioning
Simulation
Practical test with oral questioning
ASSESSMENT CRITERIA:
1. Menu is presented to guest according to enterprise standard practice.
2. Information about house specials is provided in clear explanations and descriptions.
3. Orders are taken in accordance with the enterprise standard procedures.
4. Orders are repeated back to the guests to confirm items.
5. Recommendations and suggestions are made to assist customers with drink and
meal selections.
6. Customer questions on menu items are answered according to established standard
practice.
7. Special requests and requirements are noted accurately.
8. Tableware and cutlery for the menu choices are adjusted in accordance with
enterprise procedures.
CONTENTS:
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Types of Menu
Menu Familiarization
Presenting the menu
Taking food and beverage orders
Suggestive selling
Providing advice on food
Providing advice on wine
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
CONTENTS:
Liaising between the kitchen and the dining area
(Interdepartmental communication)
Teamwork
Types of food establishment work technology
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
13
UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICE TO GUEST
MODULE DESCRIPTION : This module deals with the knowledge and skills required in
the provision of food and beverage service to guests in various
types of dining venues and diverse styles of service.
NOMINAL DURATION : 148 hours
ASSESSMENT CRITERIA:
1. Food orders are picked up and checked according to enterprise standard.
2. Foods are served according to table assignment in accordance with enterprise
standards and hygiene requirements.
3. Food orders are served according to diners preferred serving styles.
4. Dish is described to the guest(s) according to its components and nutritive value.
5. Sequence of service and meal delivery is monitored in accordance with enterprise
procedures.
CONTENTS:
Sequence of Service
Types of Tableware
Foodservice Styles
Menu Components
Nutritional Value
Food Service Procedures
Serving Techniques
Food Safety Principles
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METHODOLOGIES:
Lecture-discussion
AV presentation/film viewing
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
CONTENTS:
Assisting the Guests During Meals
Serving Diners with Special Needs
Condiments
Tableware
Complimentary Foods
Guests With Special Needs
METHODOLOGIES:
Lecture-discussion
AV presentation/film viewing
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
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6.Assigned areas are kept clean in accordance with food enterprise standards.
7.Tables are cleared according to food enterprise procedures.
8.Dishes are stacked for dishwashing according to food enterprise procedures.
9.Banquet and catering food service is documented according to food enterprise
procedures.
CONTENTS:
Banquet Function/On or Off Premise Catering
Duties and Responsibilities Of Banquet Service Staff
Banquet Event Order
Food Safety
Food Enterprise Standards, Procedures and Policies
METHODOLOGIES:
Lecture-discussion
AV presentation/film viewing
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
ASSESSMENT CRITERIA:
1. Beverage orders are picked up using standard service tray.
2. Beverage orders are checked for presentation and appropriate garnishes.
3. Beverage garnishes are checked in accordance with food enterprise standards.
4. Beverages are served according to enterprise standards of service.
5. Beverages are served at the right temperature.
6. Wine is opened according to food enterprise procedures.
7. Wine service is carried out in accordance with food enterprise procedures.
8. Beverages are served with accompaniments following food enterprise standards.
CONTENTS:
Types of beverage/glassware (review)
Beverage service
Garnishes for Beverages
Wine Service
How to open wine bottles
METHODOLOGIES:
Lecture-discussion
Demonstration
Audio visual presentation/film viewing
Role play
16
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
17
UNIT OF COMPETENCY : PROVIDE ROOM SERVICE
UNITCODE : TRS512391
MODULE DESCRIPTOR : This module deals with the knowledge and skills required in
the provision of food and beverage service particularly in the
guest room of a commercial accommodation enterprise.
NOMINAL DURATION : 32 hours
CONTENT:
Taking Room Service Orders
a. Telephone
b. Doorknob Dockets
c. Suggestive Selling Techniques
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
18
LO2. SET-UP TRAYS AND TROLLEYS
ASSESSMENT CRITERIA:
1. Room service equipment and supplies are prepared in accordance with enterprise
procedures.
2. Room service equipment and supplies are selected and checked for cleanliness and
condition.
3. Trays and trolleys are set up according to food enterprise standard.
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 must be delivered on the time desired by the guest
CONTENTS:
Equipment and Material Selection
Trolley Set Up
Setting Room Equipment and Supplies
Setting Room Service Trays or Trolleys
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
CONTENT:
Room Service Meal Delivery and Serving
Room Service Standard Procedures
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS
Simulation/practical test with oral questioning
Oral or written test
19
LO4. PRESENT ROOM SERVICE ACCOUNT
ASSESSMENT CRITERIA:
1. Guests accounts are checked for accuracy and presented in accordance with
enterprise procedures.
2. Cash payments are presented to the cashier for processing in accordance with
enterprise guidelines.
3. For charge accounts, guests are asked to sign the bill.
CONTENT:
Presenting the Bill
Types of Payment
o Cash
o Charge
o Credit Card
o Cheque
Processing Payments
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
ASSESSMENT CRITERIA:
1. Tray and trolley are cleared following food enterprise procedure.
2. Floors are checked and cleared in accordance with food enterprise policy and
guidelines.
3. Trays and trolleys are cleaned and returned to the room service area following food
enterprise procedure.
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CONTENT:
Clearing Room Service Equipment
Cleaning Room Service Equipment
Cleaning Floor Area
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
21
UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST CONCERNS
MODULE DESCRIPTOR : This module deals with the knowledge and skills required in
receiving and handling guest complaints/concerns.
NOMINAL DURATION : 16 hours
Upon completion of this module, the trainee/ student must be able to:
LO1. Listen to the complaint/concern
LO2 Apologize to the guest
LO3 Take proper action on the complaint/concern
LO4 Record complaint
CONTENTS:
Listening skills
Summarizing information
Handling complaints/concerns
METHODOLOGIES:
Lecture-discussion
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
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CONTENT:
Customer Relations
METHODOLOGIES:
Lecture-discussion
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
CONTENTS
Customer Relations
Handling Complaints
Problem Category
METHODOLOGIES:
Lecture-discussion
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
CONTENTS:
Records Keeping/Documentation
Feed Backing Skills
METHODOLOGIES:
Lecture-discussion
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
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