COMPETENCY ASSESSMENT

PERFORMANCE TEST

Sector/Department Tourism

Programme: Food nd Beverage Services NC II

Unit of Competency: Provide Room Service

Performance Objective: Given the simulation area for room service

provide food beverage orders to the guest room that
includes take & process room service orders, set-up
trays & trolley, present &serve food & beverage to
the guest, present room service account and clear
away room service equipment in accordance with
the industry standard within 45 minutes

You will be graded to the given criteria.

Name of Candidate:
Date
Gradation/ Scale
EXCELLENT

SATISFACTORY

GOOD

POOR

INDICATORS 4 3 2 1
TIME MANAGEMENT
Perform
the
task Trainning
10
minutes
before Perform
the the task
alotted within 45 Perform
time minutes the task
5-10 Perform
minutes the task
later than more
45 than 10
minutes minutes
later
than 45
 minutes
LO 1 TAKE AND PROCESS ROOM SERVICE ORDERS
1.1 Telephone call is answered All of
promptly and courteously in sub-
accordance with customer indicators 3
service standards. are sub-
1.2 Suggestive selling techniques satisfied indicator
are used. s are 2
1.3 Relevant information are satisfied sub-
recorded and checked in indicators
accordance with are 1
establishment policy and satisfied sub-
procedures. indicator
1.4 Orders are promptly is
transferred and relayed to satisfied
appropriate location for
preparation.
LO 2. SET UP TRAYS AND TROLLEYS
2.1 Room service equipment and All of
supplies are prepared in sub-
accordance with indicators
establishment procedures. are
2.2 Proper room service equipment satisfied 3
and supplies are selected and sub-
checked for cleanliness and indicator
condition. s are
2.3 Room service trays or trolleys satisfied 2
are set up according to the sub-
food and beverage ordered indicators1
2.4 Orders are checked before are sub-
leaving the kitchen for satisfied indicator
delivery. is
satisfied
LO 3.PRESENT & SERVE FOOD AND BEVERAGE ORDERS TO THE GUESTS
3.1The guest’s name is verified All of
on the bill before announcing sub-
the staff’s presence outside indicators
the door. are
satisfied 3
3.2Guests are greeted politely in sub-
accordance with the with indicator
establishment’s service s are
procedures. satisfied 2
sub-
3.3Guests are asked where they indicators
want the tray or trolley are 1
positioned. satisfied sub-
indicator
3.4 Food orders are delivered on is
the time desired by the guest. satisfied

LO 4.PRESENT ROOM SERVICE ACCOUNT

4.1 Guests’ accounts are checked All of
for accuracy and presented in sub-
accordance with indicators
establishment procedures are 2
satisfied sub-
4.2 Cash payments are indicator
acknowledged and then s are
presented to the cashier for satisfied 1
processing in accordance with sub-
establishment guidelines indicators
are None of
4.3 For charge accounts, guests are satisfied sub-
asked to sign the bills indicator
is
satisfied

LO 5. CLEAR AWAY ROOM SERVICE EQUIPMENT

5.1 Explain the procedure to take All of
away the tray or trolley when the sub-
guests have finished their meal. indicators
are
5.2 Check and cleared floors in satisfied 3
accordance with establishment sub-
policy and guidelines. indicator
s are
5.3 Clear dirty trays are in satisfied 2
accordance with the sub-
establishment’s procedure. indicators
5. 4 Clean and return trays and are 1
trolleys to the room service area satisfied sub-
indicator
is
satisfied