EVIDENCE PLAN

Programme: Food nd Beverage Services NC II

Sector: Tourism

Unit of Competency Provide Room Service

Requirement of the This unit deals with the knowledge and skills
unit of Competency required in the provision of food and beverage service
particularly in the guest room of a commercial
accommodation establishment.
ASSESSMENT METHODS

Written Test

Oral Questioning

Portfolio
Demonstration
Learning Outcomes and Performance Criteria
(The evidence must show that the candidate..)

LO 1 TAKE AND PROCESS ROOM SERVICE ORDERS

1.1 Telephone call is answered promptly and X X
courteously in accordance with customer
service standards.
1.2 Guests’ name is checked and used X X
throughout the interaction
1.3 Details of orders are clarified, repeated and X X X
checked with guests for accuracy
1.4 Suggestive selling techniques are used. X X
1.5 Guests are advised of approximate time of X
delivery
1.6 Relevant information are recorded and X X
checked in accordance with establishment
policy and procedures
1.7 Room service orders received from doorknob X X
dockets are interpreted accurately.
1.8 Orders are promptly transferred and relayed X X
to appropriate location for preparation.
LO 2. SET UP TRAYS AND TROLLEYS
2.1 Room service equipment and supplies are X X
prepared in accordance with establishment
procedures.
2.2 Proper room service equipment and supplies X X
are selected and checked for cleanliness and
condition.
2.3 Trays and trolleys are set up keeping in mind X X
balance, safety and attractiveness.
2.4 Room service trays or trolleys are set up X X
according to the food and beverage ordered
2.5 Orders are checked before leaving the kitchen X X
for delivery.
2.6 Food items are covered during transportation X X
to the room.
LO 3.PRESENT & SERVE FOOD AND BEVERAGE ORDERS TO THE GUESTS
3.1The guest’s name is verified on the bill before X X X X
announcing the staff’s presence outside the
door.
3.2Guests are greeted politely in accordance with X
the with establishment’s service procedures.
3.3Guests are asked where they want the tray or X X
trolley positioned.
3.4 Food orders are delivered on the time X
desired by the guest.
LO 4.PRESENT ROOM SERVICE ACCOUNT
4.1 Guests’ accounts are checked for accuracy X X X
and presented in accordance with
establishment procedures
4.2 Cash payments are acknowledged and then X X
presented to the cashier for processing in
accordance with establishment guidelines
4.3 For charge accounts, guests are asked to sign X X
the bills
LO 5. CLEAR AWAY ROOM SERVICE EQUIPMENT
5.1 Explain the procedure to take away the tray or X X
trolley when the guests have finished their meal.
5.2 Check and cleared floors in accordance with X
establishment policy and guidelines.
5.3 Clear dirty trays are in accordance with the X
establishment’s procedure.
5. 4 Clean and return trays and trolleys to the X
room service area