TRAINING PLAN

QUALIFICATION : FOOD AND BEVERAGE SEVICES NCII

COMPETENCY : RECEIVE AND HANDLE GUEST COMPLAINTS
OJT VENUE : PATVEP HOSTEL BPSU (MAIN CAMPUS)

TRAINEES TRAINING MODE OF FACILITIES/ ASSESSMENT DATE AND

STAFF VENUE
TRAINING ACTIVITY/TASK TRAINING TOOLS AND EQUIPMENT ARRANGEMENT TIME
REQUIREMENT

Listen to the 1. The entire story of Internship OJT Coordinator • Telephone PATVEP Performance January
complaint issue of concern is Ms. Carla S. • Cellphone HOSTEL Evaluation 3,2018
obtained from the Bautista- • Pencil BPSU through 8:00-5:00
guest without Maghanay • Paper (MAIN Direct
interruption • Ball pen CAMPUS) Observation
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.

Apologize to the 1. Sincerely apology is Internship OJT Coordinator PATVEP Performance January
guest offered for the Ms. Carla S. HOSTEL Evaluation 4,2016
disservice Bautista- BPSU through 8:00-5:00
2. Empathy is shown to Maghanay (MAIN Direct
the guest to show CAMPUS) Observation
genuine concern and
consideration
3. Excuse or blaming
 others are avoided.
4. Gratitude is
expressed to the
guest

TRAINEES TRAINING MODE OF FACILITIES/ ASSESSMENT DATE AND

STAFF VENUE
TRAINING ACTIVITY/TASK TRAINING TOOLS AND EQUIPMENT ARRANGEMENT TIME
REQUIREMENT
• Written documents
1. Appropriate • Pencil PATVEP
action is taken Internship OJT Coordinator • Paper HOSTEL
Take proper
regarding guest’s Ms. Carla S. • Computer BPSU
action on the
concern. Bautista- • Telephone (MAIN
complaint
2. The right person Maghanay • Cellphone CAMPUS)
or department
who can solve
the problem is
informed for
proper action.
3. Difficult situation
or serious
concerns are
elevated or
referred to higher
authority.
4. Problem is
followed-up to
check whether it
solved or not.
TRAINEES TRAINING MODE OF STAFF FACILITIES/ VENUE ASSESSMENT DATE AND
TRAINING ACTIVITY/TASK TRAINING TOOLS AND EQUIPMENT ARRANGEMENT TIME
REQUIREMENT
Record 1. Complaints are Internship OJT Coordinator • Bond paper Performance January
complaint documented Ms. Carla S. • Pencil Evaluation 5,2016
PATVEP
according to the Bautista- • Ball pen through 8:00-5:00
HOSTEL
establishment Maghanay • Paper Direct
BPSU
standards procedure. • Computer Observation
(MAIN
2. Person concerned are • Folder
CAMPUS)
recognized and action • Printer
taken are recorded. • Laptop
3. Feedback received
from guest is logged
and collate

Prepared by:
Anthony C. Monticillo
BTVTE 2C-HRS