CURRICULUM

POLO On-site Training for OFWs

Food and Beverage Service NC II

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY (TESDA)

East Service Road, South Luzon Expressway, Taguig City, Metro Manila, Philippines
 CURRICULUM DESIGN FOR
FOOD AND BEVERAGE SERVICES NC II (TRSFBS213)

FOOD AND BEVERAGE SERVICES NC II

The FOOD AND BEVERAGE SERVICES NC II consists of competencies that a person must
achieve to provide food and beverage service to guests in various food and beverage service
facilities.
The Units of Competency comprising this qualification includes the following:

TRS512387 Prepare the dining room/restaurant area for service

TRS512388 Welcome guests and take food and beverage orders

TRS512389 Promote food and beverage products

TRS512390 Provide food and beverage services to guests

TRS512391 Provide room service

TRS512392 Receive and handle guest concerns

A person who has achieved this Qualification is competent to be:

 Waiter
 Food and Beverage Service Attendant

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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 trainee’s 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.

TRAINEE ENTRY REQUIREMENTS

Trainees or students should possess the following requirements:

• Can communicate in Basic English either oral or written;
• Can perform basic mathematical computation

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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 FURNITURE’S
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

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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.

TRAINER’S 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 Trainer’s Methodology Level I:

I. Plan Training Sessions;

• Identifying learner’s training requirements
• Prepare session plan
• Prepare instructional materials
• Prepare assessment instruments (Institutional)
• Organize learning and teaching resources; and
II. Facilitate Learning Sessions
• Prepare training facilities /resources
• Conduct pre-assessment
• Facilitate training session
• Conduct competency assessment
• Review delivery of training session

1
(The training modules corresponding to the above units of Trainer’s Methodology can be accessed through the
TESDA-NITESD website.)

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MEASUREMENT OF ACHIEVEMENT OF COMPETENCY
 Practical demonstration with oral questioning

RECOMMENDATIONS FOR ASSESSMENT AND CERTIFICATION

1. Prior to competency assessment for Food and Beverage Service NC II, please
accomplish the Self-Assessment Guide (SAG) to determine readiness for
assessment
2. Submit accomplished SAG to POLO staff in- charge for advice

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 COMPETENCY-BASED
CURRICULUM

FOOD AND BEVERAGE SERVICE NC II

TRS512387 Prepare the dining room/restaurant area for service

TRS512388 Welcome guests and take food and beverage orders

TRS512389 Promote food and beverage products

TRS512390 Provide food and beverage services to guests

TRS512391 Provide room service

TRS512392 Receive and handle guest concerns

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UNIT OF COMPETENCY : PREPARE THE DINING ROOM/RESTAURANT FOR SERVICE

UNIT CODE : TRS512387

MODULE TITLE : PREPARING 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

SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able to:
LO1 Take table reservations
LO2 Prepare service station and equipment
LO3 Set up tables in the dining area
LO4 Set the mood/ambiance of the dining area

LO1. TAKE TABLE RESERVATIONS

ASSESSMENT CRITERIA:
1. Inquiries are answered based on food enterprise’s standards.
2. Pertinent questions are asked to complete the details of the reservations.
3. Reservations data are recorded based on enterprise standards.
4. Details of the reservations are confirmed with the party making the reservation.
5. Additional information about the foodservice enterprise is provided
CONTENTS:
Dealing with clients
How to take table reservations
- Telephone
- Internet (web site, email)
- Walk-in
Telephone Courtesy
Recording of reservations and communicating information to people concerned
Daily menu

METHODOLOGIES:
Lecture-discussion
Demonstration
Role play

ASSESSMENT METHODS:
Simulation / practical test
Oral questioning

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 Written exam

LO2. PREPARE SERVICE STATIONS AND EQUIPMENT

ASSESSMENT CRITERIA:
1. Supplies are made available at service or waiter’s 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

LO3. SET UP THE TABLES IN THE DINING AREA

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:

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 Tableware identification
- Dinnerware
- Flatware/Silverware
- Beverageware/Glassware
- Holloware
 Clothing tables
 Setting the table (General principles in laying covers)
 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

LO4. SET THE MOOD/AMBIANCE OF THE DINING AREA

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

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  Film showing
 Visual aids like photos, lay outs, floor plans and drawings

ASSESSMENT METHODS:
 Written or oral test
 Simulation/practical test
 Oral questioning

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UNIT OF COMPETENCY : WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS

UNIT CODE : TRS512388

MODULE TITLE : WELCOMING GUESTS AND TAKING 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

SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able to:
LO 1 Welcome and greet guests
LO 2 Seat the guests
LO 3 Take food and beverage orders
LO 4 Liaise between kitchen and dining area

LO1. WELCOME AND GREET GUESTS

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

LO2. SEAT THE GUESTS

ASSESSMENT CRITERIA:

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 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

LO3. TAKE FOOD AND BEVERAGE ORDERS

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:
 Types of Menu
 Menu Familiarization
 Presenting the menu

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  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

LO4. LIAISE BETWEEN THE KITCHEN AND THE DINING AREA

ASSESSMENT CRITERIA
1. Orders are placed and sent to the kitchen in accordance with enterprise procedure.
2. Quality of food is checked in accordance with enterprise standards.
3. Tableware is checked for chips, marks, cleanliness, spills, and drips.
4. Plates and/or trays are carried out safely.
5. Readiness of items for service in accordance with enterprise procedure.
6. Special requests, dietary or cultural requirements are relayed as to guests’
preference.
7. Work technologies are observed according to enterprise standard policy and
procedures.

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

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UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICE TO GUEST

UNIT CODE : TRS512390

MODULE TITLE : PROVIDING FOOD AND BEVERAGE SERVICE

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

SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able to:

LO1 Serve food orders
LO2 Assist the diners
LO3 Perform banquet or catering food service
LO4 Serve beverage orders
LO5 Conclude food service and close down dining area

LO1. SERVE FOOD ORDERS

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

LO2. ASSIST THE DINERS

ASSESSMENT CRITERIA:
1. Additional food and beverage are offered and served according to order.
2. Condiments and tableware are provided based on the food order.
3. Delays in service are followed up based on enterprise policy.
4. Water, bread, and butter are replenished according to food enterprise policy.
5. Attention and care are given to diner(s) with special needs.

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

LO3. PERFORM BANQUET OR CATERING FOOD SERVICE

ASSESSMENT CRITERIA:
1. Banquet service ware are prepared and checked according to food enterprise policy.
2. Tables and chairs are set up as per instructions of the Banquet Captain or as per
event order form.
3. Table linens are laid out in accordance with food enterprise procedures.
4. Food is handled and served according to food enterprise policy.
5. Coordinated service of meal courses is ensured according to food enterprise policy.

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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

LO4. SERVE BEVERAGE ORDERS

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

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  Role play

ASSESSMENT METHODS:
 Simulation/practical test with oral questioning
 Oral or written test

LO5. CONCLUDE FOOD SERVICE AND CLOSE DOWN DINING AREA

ASSESSMENT CRITERIA:
1. Soiled dishes are removed according to enterprise standards of service.
2. Billings are presented to the diners according to food enterprise billing procedure.
3. Payment is acknowledged as soon as it is received.
4. Tables are cleared and reset according to food enterprise procedure.
5. Closing down activities is performed according to food enterprise procedure.
CONTENTS:
 Clearing the Table
 Re-setting the Table
 Presenting the Bill
 Bidding the Diner Good bye
METHODOLOGIES:
 Lecture-discussion
 Demonstration
 Audio visual presentation/film viewing
 Role play
ASSESSMENT METHODS:
 Simulation/practical test with oral questioning
 Oral or written test

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UNIT OF COMPETENCY : PROVIDE ROOM SERVICE

UNITCODE : TRS512391

MODULE TITLE : PROVIDING ROOM SERVICE

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

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/ student must be able to:
LO1. Take and process room service orders
LO2 Set-up trays and trolleys
LO3 Present and serve food and beverage orders to guests
LO4 Present room service account
LO5 Clear away room service equipment

LO1. TAKE AND PROCESS ROOM SERVICE ORDERS

ASSESSMENT CRITERIA:
1. Telephone call is answered in accordance with customer service standards.
2. Guest’s name is checked according to enterprise standards.
3. Details of order are clarified, repeated, checked and recorded according to
enterprise procedures.
4. Suggestive selling techniques are used according to enterprise standard.
5. Guests are advised of approximate time of delivery.
6. Doorknob dockets are interpreted in accordance to enterprise standards.
7. Orders are relayed for preparation following food enterprise procedure.

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

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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

LO3. PRESENT AND SERVE FOOD AND BEVERAGE ORDERS TO GUESTS

ASSESSMENT CRITERIA:
1. Room service delivery is performed following room service standard procedure.
2. Guests are greeted politely in accordance with the with enterprise service
procedures.
3. Food orders are set up according to diners’ preference.

CONTENT:
 Room Service Meal Delivery and Serving
 Room Service Standard Procedures

METHODOLOGIES:
 Lecture-discussion
 Demonstration
 Role play

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 ASSESSMENT METHODS
 Simulation/practical test with oral questioning
 Oral or written test

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

LO5. CLEAR AWAY ROOM SERVICE EQUIPMENT

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

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UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST CONCERNS

UNIT CODE : TRS512392

MODULE TITLE : RECEIVING AND HANDLING GUEST CONCERNS

MODULE DESCRIPTOR : This module deals with the knowledge and skills required in
receiving
and handling guest complaints/concerns.
NOMINAL DURATION : 16 hours

SUMMARY OF LEARNING OUTCOMES:

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

LO1. LISTEN TO THE COMPLAINT/CONCERN

ASSESSMENT CRITERIA
1. Information about the complaint/concern is gathered and noted following
enterprise procedures.
2. Attention is given to the complainant following enterprise policy.
3. Guests’ complaint/concern is analyzed and evaluated in accordance with enterprise
policy.

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

LO2. APOLOGIZE TO THE GUEST

ASSESSMENT CRITERIA:
1. Sincere apology is offered for the disservice.

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 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:
 Customer Relations

METHODOLOGIES:
 Lecture-discussion
 Role play

ASSESSMENT METHODS:
 Simulation/practical test with oral questioning
 Oral or written test

LO3. TAKE PROPER ACTION ON THE COMPLAINT

ASSESSMENT CRITERIA:
1. Persons or department concerned are informed about the complaint.
2. Serious problems/concerns are referred to higher authority for action.
3. Problems are followed-up to check whether it is solved or not.

CONTENTS
 Customer Relations
 Handling Complaints
 Problem Category

METHODOLOGIES:
 Lecture-discussion
 Role play

ASSESSMENT METHODS:
 Simulation/practical test with oral questioning
 Oral or written test

LO4. RECORD COMPLAINT

ASSESSMENT CRITERIA:
1. Complaints are documented according to the enterprise standard procedures.
2. Persons concerned are recognized and actions taken are recorded.
3. Feedback received from guests is logged and collated.

CONTENTS:
 Records Keeping/Documentation
 Feed Backing Skills

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METHODOLOGIES:
 Lecture-discussion
 Role play

ASSESSMENT METHODS:
 Simulation/practical test with oral questioning
 Oral or written test

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