Food Beverage NCII - CBC

COMPETENCY-BASED
CURRICULUM
Sector:
Tourism (Hotel and Restaurant)

Qualification:
Food & Beverage Services NC II

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT
AUTHORITY
East Service Road, South Superhighway, Taguig City, Metro Manila
TABLE OF CONTENTS
Page
A...COURSE DESIGN.......................................................................................1-19
B. MODULES OF INSTRUCTION....................................................................7-80
 Basic Competencies........................................................................................7
o Participating in workplace communication........................................8-11
o Working in a team environment......................................................12-14
o Observing Gender Sensitivity in the Workplace
o Practicing career professionalism...................................................15-18
o Demonstrate work values and gender sensitivity
o Practicing occupational health and safety procedures...................19-23
o Practicing basic housekeeping procedures
 Common Competencies................................................................................24
o Developing and updating industry knowledge................................25-28
o Observing workplace hygiene procedures......................................29-33
o Performing computer operations.....................................................34-39
o Performing workplace and safety practices....................................40-44
o Providing effective customer service...............................................45-49
 Core Competencies.......................................................................................50
o Prepare the dining room/restaurant area for service......................51-55
o Welcome guest and take food and beverage orders .....................56-65
o Promote food and beverage products.............................................66-71
o Provide food and beverage services to guests...............................72-80
o Provide room service.......................................................................72-80
o Receive and handle guest concerns...............................................72-80
COURSE TITLE FOOD AND BEVERAGE SERVICES
NOMINAL DURATION OF THE
PROGRAM 356 hrs
QUALIFICATION LEVEL NC II
This course is designed to enhance the

COURSE DESCRIPTION knowledge, skills and attitude in FOOD AND
BEVERAGE SERVICES NC II in accordance
with industry standards. It covers core
competencies on cleaning bar areas, operating a
bar, preparing and mixing of cocktails, providing
link between kitchen and service areas, providing
room service, providing food and beverage
service, developing and updating of food and
beverage knowledge and providing wine
services. It covers the basic, common and core
competencies.
LEARNING OUTCOMES:
1. obtaining and convey workplace information

2. completing relevant work related documents
3. participating in workplace meeting and discussion
4. describe and identify team role and responsibility in a team
5. describing work as a team member
6. discussing the differences between sex and gender
7. discussing gender identity and sexual orientation
8. analyzing the different manifestation of gender inequality in TVET and in society
9. Discussing gender and rights based approach to sexual and reproductive health
including HIV AIDS awareness and prevention.
10. Integrating personal objectives with organizational goals
11. Setting and meet work priorities
12. Maintaining professional growth and development
13. Describing the purpose of work
14. Identifying and deal with ethical problems
15. Applying work values and gender sensitivity
16. Maintaining integrity of conduct in the workplace.
17. Evaluating hazard and risks
18. Controlling hazards and risks
19. Maintaining occupational health and safety awareness
20. Sorting and remove unnecessary items
21. Arranging items
22. Maintaining work areas, tools and equipment
23. Following standardized work process and procedures
24. Performing work spontaneously
25. Seeking information on the industry
TR – Food and Beverage Services NC II (Amended) Promulgated December 2013 3
26. Updating continuously relevant industry knowledge
27. Following hygiene procedures
28. Identifying and prevent hygiene risk
29. Planning and prepare task to be undertaken
30. Inputting data into a computer
31. Assessing information using computer
32. Producing/output data using computer system
33. Maintaining computer system
34. Practicing workplace procedures for health, safety and security practices
35. Dealing with emergency situations
36. Maintaining safe personal presentation standards
37. Greeting customers identify customer needs
38. Delivering service to customer
39. Handling queries through telephone, fax machine, internet and email
40. Handling complaints, evaluation and recommendations
41. Taking table reservation
42. Preparing service stations and equipment
43. Setting – up the tables in the dining area
44. Setting the mood/ambience of the dining area
45. Welcoming and greet guests
46. Seating the guest
47. Taking food and beverage orders
48. Liaising between kitchen and service areas
49. Knowing the product
50. Undertaking suggestive selling
51. Carrying out upselling strategies
52. Serving food orders
53. Assisting the diners
54. Performing banquet or catering food service
55. Serving beverage orders
56. Concluding food service and close down dining area
57. Taking and process room service orders
58. Setting up trays and trolleys
59. Presenting and serve food and beverage orders to guests
60. Presenting room service account
61. Clearing away room service equipment
62. Listening to the complaint
63. Apologizing to the guest
64. Taking proper action on the complaint
65. Recording complaint
 Can communicate basic English both oral

ENTRY REQUIREMENTS and written
 At least completed the 10-year basic
education
 Can perform basic mathematical
computation.

COURSE STRUCTURE
BASIC COMPETENCIES
18 Hours
Unit of Competency Module Title Module Contents No. of

Hrs
1. Participate in 1.1 Participating in 1.1.1 Parts of speech 4

workplace workplace 1.1.2 Sentence construction
communication communication 1.1.3 Effective communication
1.1.4 Conduct interviews
1.1.5 Sentence construction
1.1.6 Technical writing
1.1.7 Recording information
1.1.8 Basic mathematics
1.1.9 Technical writing
1.1.10 Types of forms
2. Work in a team 2.1 Working with 2.1.1 Team role 2

environment others 2.1.2 Relationship and
responsibilities
2.1.3 Role and responsibilities
within a team
2.1.4 Team members role and
responsibilities
2.1.5 Communication process
2.1.6 Team structure
2.1.7 Group planning and
decision making
2.2 Observing Gender 1.1. Discuss the differences 2

Sensitivity in the between sex and gender.
workplace 1.2. Discuss gender identity
and sexual orientation
1.3. Analyze the different
manifestation of gender
inequality in TVET and in
society.
1.4. Discuss gender and
rights based approach to
sexual and reproductive
health including HIV-
AIDS awareness and
prevention.

No. of
Unit of Competency Module Title Module Contents Hrs
3. Practice career 3.1 Practicing career 3.1.1 Code of conduct and 3

professionalism professionalism code of ethics
3.1.2 Personal hygiene
3.1.3 Interpersonal and
intrapersonal skills
3.1.4 Communication skills
3.1.5 Fundamental rights at
work
3.1.6 Company procedures
and standards
3.1.7 Work values and ethics
3.1.8 Company policies
3.1.9 Company operating
procedures and
standards
3.1.10 Gender and
Development
3.1.11 Personal Hygiene
3.1.12 Certifications and
licenses appreciation
3.1.13 Participate in training
programs
3.1.14 Awards/ rewards
3.2 Demonstrating work 3.1.15 Describe the purpose of 3

values and gender work.
sensitivity 3.1.16 Identify and deal with
ethical problems.
3.1.17 Apply work values and
gender sensitivity.
3.1.18 Maintain integrity of
conduct in the
workplace.
4. Practice 4.1 Practicing 4.1.1 Hazards and risks 2

occupational occupational health identification and
health and safety and safety procedures control
procedures 4.1.2 Organizational safety
and health protocol
4.1.3 Threshold limit value
(TLV)
4.1.4 OHS indicators
4.1.5 TLV table
4.1.6 Phil OHS Standards
4.1.7 Effects of hazards in the
workplace
4.1.8 Ergonomics

No.
Unit of Module Title Module Contents of
Competency Hrs
4.1.9 EGG Regulations
4.10 Safety Regulations
 Clean Air Act
 Electrical and Fire
Safety Code
 Waste management
 Disaster
Preparedness and
Management
4.1.11 Contingency Measures and
Procedures
4.1.12 Operational health and safety
procedure, practices and
regulations
4.1.13 Emergency-related drills and
training
4.2 Practicing basic 4.1.14 Sort and remove unnecessary 2
housekeeping items.
procedures 4.1.15 Arrange items.
4.1.16 Maintain work areas, tools and
equipment.
4.1.17 Follow standardized work
process and procedures.
4.1.18 Perform work spontaneously

COMMON COMPETENCIES
No.
Unit of Module Title Module Contents of
Competency Hrs
1. Develop and 1.1 Developing  The Philippine Tourism and
update Industry and updating hospitality industry 6
Knowledge Industry  Information media and sources
Knowledge  Career enhancements and
trainings
 Industry organization
 Industry linkage
Note: Verify and recheck
2. Observe 2.1 Observing  Workplace hygiene procedures
Workplace Workplace  Waste handling management 6
Hygiene Hygiene  Proper Cleaning of workplace
Procedures Procedures  Safety and hygiene standards
 Hygiene risks
 Food spoilage and poisoning
 Food handling and sanitation
practices
 Preventing hygiene risks
No. of
Unit of Module Title Module Contents Hrs
Competency
3. Perform 3.1. Performing  Requirements of tasks in the 8

Computer Computer operation of computer
Operations Operations  Hardware and software
operation
 Guidelines and procedures in
computer operation
 Computer program/application
 Data base packages
 OHS guidelines
 Enterprise procedures
 Printing procedures
 Software commands processing
Note: Check and verify
4. Perform 4.1 Performing  Health, safety and security
Workplace and workplace and procedures 6
Safety Safety  Reporting Procedures
Practices Practices  Anecdotal report
 Emergency situations
 Procedures for dealing with
emergency situations
 Safety and dress codes
5. Provide 5.1 Providing  Interactive communication skills

Effective Effective  Verbal and non-verbal 8
Customer Customer communication skills
Service Service  Interpersonal skills
 Familiarity with company
facilities, products and services
 Industry practices, procedures
and standards
 Public relation
 Selling/Upselling techniques
 Telephone ethics,
 Procedures in using telephone,
fax machine and internet
Unit of No. of
Module Title Module Contents
Competency Hrs
 Industry practices
 Communication Procedure
 Communication gap/barriers
 Conflict and Complaint
Resolutions
 How to handle complain


CORE COMPETENCIES
304 Hrs.
1. Prepare the dining 1.1 Preparing the 1.1 Monitor kitchen service
room/restaurant dining points to ensure prompt 60
area for service room/restaurant pick-up of food items.
area for service 1.2 Check service wares for
chip marks, spills and drips.
1.3 Carry plate/trays safety
according to hotel’s
standards.
1.4 Transfer foods promptly
and correctly to the
appropriate service points.
1.5 Advice colleagues promptly
about items ready to be
served.
1.6 Identify additional items
required from the kitchen
through monitoring of
service areas and
consultation with other
colleagues.
1.7 Remove used items from
service areas promptly and
bring them to the cleaning
area safely.
1.8 Dispose left-over foods and
disposable items in
accordance with hygiene
practices and enterprise
regulations.
1.9 Dispose recyclable items in
accordance with local
regulations and enterprise
practices.
2. Welcome guests 2.1 Welcoming 2.1 Prepare general room
and take food and guests and take service equipment for use 40
beverage orders food and and check for cleanliness
beverage orders and stability.
2.2 Set-up (depending on meal
period) trays and trolleys in
accordance with hotel
standards.
2.3 Interpret correctly (time,
quantity of orders, meals
specifications, room
number, etc) room service
orders if information is right.
2.4 Answer telephone call
promptly and courtesy,
check guest’s name and
use it throughout the
conversation.
2.5 Clarify details of orders,
check with the guest for
accuracy and relay it to the
kitchen staff.
2.6 Use suggestive selling
techniques and advice
guest for appropriate time
of delivery.
2.7 Report room service orders
accurately and check the
information (name of waiter,
menu choices, appropriate
time of delivery, etc).
2.8 Transfer orders promptly to
the appropriate kitchen
location for preparation.
2.9 Collect all foods and
beverage promptly and in
the right order.
2.10Check orders before
leaving the kitchen.
2.11Request entry to guest
room by knocking firmly at
the door announcing the
department where you
belong.
2.12Enter guest’s room with
him/her politely.
2.13Consult guest about their
preferences on where trays
and trolleys should be
placed and advice them of
any potential hazards.
2.14Serve meal correctly and
give information about the
food/meal served.
2.15Check bills for accuracy
before leaving the counter
2.16Present bills to the guest in
standards
2.17Check and clear floors
promptly for the use of
room service trolleys and
trays.
2.18Return trays and room
service trolleys to the pantry
and clear soiled dishes,
trays and trolleys.
2.19Mise en place for the next
service.

No. of
Unit of Competency Module Title Module Contents
Hrs
3. Promote food and 3.1 Promoting food & 3.1 Check dining and restaurant
beverage products Beverage area facilities for cleanliness 44
products prior to service.
3.2 Prepare dining room and
make necessary adjustments
for lighting, room temperature,
music, floor and other
decorations to ensure comfort
and ambience for customer.
3.3 Arrange furniture in
accordance with enterprise
requirements.
3.4 Check tables and their
settings for stability and
comfortable access to service
personnel.
3.5 Check and prepare service
equipment.
3.6 Check menu variations and
daily specials with kitchen
staff.
3.7 Welcome guest in accordance
with establishment’s
standards.
3.8 Escort and seat guests
according to table allocation.
3.9 Offer available pre-meal
(cocktail service, etc) services
to guests.
3.10 Present menu and drink
list and provide clear
information to the guests
(menu choices and options,
daily specials, etc.)
3.11 Answer guest’s
query/queries on menu items
correctly and courteously.
3.12 Take orders accurately
using format required by the
hotel standards and convey
them promptly to the kitchen
and/ or bar.
3.13 Relay information about
any special request, dietary or
cultural requirements to the
kitchen/bar when appropriate.
3.14 Provide and adjust table
set-ups suitable for menu
choices in accordance with
hotel standards.
3.15 Monitor flow of service and
meal delivery.
3.16 Recognize and follow up
promptly any delays or
deficiencies on services.
3.17 Advise and assure guests
that delays and problems will
be fixed immediately.
3.18 Check accuracy of orders
promptly from service counter
before transferring them to
service trays.
3.19 Serve food and beverage
correctly and courteously.
3.20 Ask the guest for
additional orders, if any.
3.21 Clean and clear tables,
cutleries and cookery at the
most appropriate time.
3.22 Process account in
procedures.
3.23 Check whether items in
the bills are correct
3.24 Organize and present bill
to the guest upon request.
3.25 Remove soiled glass-
wares and napkins using tray
and place them in appropriate
areas.
3.26 Replace table cloth and/or
placemats.
3.27 Report losses indicating
the items and how they got
lost.
3.28 Handle complaints by
listening attentively to the
guest.
3.29 Refer guest complaints to
supervisors or managers.
3.30 Provide feedback to guest
on action taken.
3.31 Sanitizes tables, chairs,
and waiters’ station.
3.32 Collect all silver wares, flat
wares, glassware’s, cutleries
and the likes and place them
in allocated storage areas.
3.33 Provide information
logbook to note the events of
the day. (e.g. service
evaluation, handover,
complaints, action taken,
sales of the day, etc.)

No. of
Unit of Competency Module Title Module Contents
Hrs
4. Provide Food & 4.1 Providing Food & 4.1 Serve food orders 80
Beverage Services Beverage 4.2 Assist the diners
to Guests services to guest 4.3 Perform banquet or catering
service
4.4 Serve beverage orders
4.5 Conclude food service and
close down dining area
5. Provide room service 5.1. Providing Room 5.1. Take and process room 40
Service service orders
5.2 Set up trays and trolleys
5.3. Present and serve food and
beverage orders to guests
5.4. Present room service
account
5.5. Clear away room service
equipment
6. Receive and Handle 6.1 Receiving and 6.1. listen to the complaint 40
guest concerns Handling guest 6.2. Apologize to the guest
concerns 6.3. Take proper action on the
complaint
6.4. Record complaint
Total 356

MODULES OF INSTRUCTION
BASIC COMPETENCIES
FOOD & BEVERAGE SERVICES NC II

BASIC COMPETENCY : COMMUNICATIONS
UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION
MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATION
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes
required to obtain, interpret and convey information in
response to workplace requirements.
SUGGESTED DURATION : 4 hours
PREREQUISITE : Receive and Respond to Workplace Communication. (NC I)
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module the students/ trainees will be able to:
LO1. Obtain and convey workplace information
LO2. Complete relevant work related documents.
LO3. Participate in workplace meetings and discussions
CBC Food & Beverage Services NC II - 16 -

LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION
ASSESSMENT CRITERIA:
1. Specific relevant information is accessed from appropriate sources.

2. Effective questioning, active listening and speaking skills are used to gather and
convey information.
3. Appropriate medium is used to transfer information and ideas.
4. Appropriate non-verbal communication is used.
5. Appropriate lines of communication with superiors and colleagues are identified
and followed.
6. Defined workplace procedures for the location and storage of information are
used.
7. Personal interaction is carried out clearly and concisely.
CONTENTS:
 Parts of speech
 Sentence construction
 Effective communication
CONDITIONS:
The students/ trainees must be provided with the following:
 Writing materials (pen & paper)

 References (books)
 Manuals
METHODOLOGIES:
 Group discussion
 Interaction
 Lecture
 Reportorial
ASSESSMENT METHODS:
 Written test
 Practical/performance test
 Interview

L02. COMPLETE RELEVANT WORK RELATED DOCUMENTS
ASSESSMENT CRTERIA:
1. Ranges of forms relating to conditions of employment are completed accurately

and legibly.
2. Workplace data is recorded on standard workplace forms and documents.
3. Basic mathematical processes are used for routine calculations.
4. Errors in recording information on forms/documents are identified and rectified.
5. Reporting requirements to superior are completed according to enterprise
guidelines.
CONTENTS:
 Basic mathematics
 Technical writing
 Types of forms
CONDITIONS:
The students/trainees must be provided with the following:
 Paper
 Pencils/ball pen
 Reference books
 Manuals
METHODOLOGIES:
 Interaction
 Lecture
ASSESSMENT METHODS:
 Written test
 Interview

LO3. PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSIONS
1. Team meetings are attended on time.

2. Own opinions are clearly expressed and those of others are listened to without
interruption.
3. Meeting inputs are consistent with the meeting purpose and established
protocols.
4. Workplace interactions are conducted in a courteous manner appropriate to
cultural background and authority in the enterprise procedures.
5. Questions about simple routine workplace procedures and matters concerning
conditions of employment are asked and responded.
6. Meeting outcomes are interpreted and implemented.
CONTENTS:
 Sentence construction
 Technical writing
 Recording information
CONDITIONS:
 Paper
 Pencils/ball pen
 References (books)
 Manuals
METHODOLOGIES:
 Group discussions
 Interaction
 Lecture
ASSESSMENT METHODS:
 Written test
 Interview

BASIC COMPETENCY : TEAM WORK
UNIT OF COMPETENCY : WORK IN TEAM ENVIRONMENT
MODULE TITLE : WORKING IN A TEAM ENVIRONMENT
MODULE DESCRIPTOR : This module covers the knowledge, skills, and attitudes
required to relate in a work based environment.
PREREQUISITE : TEAMWORK (NC I)
Upon completion of this module, the students/ trainees will be able to:
LO1. Describe and identify team role and responsibility in a team
LO2. Describe work as a team member
LO3. Observing Gender Sensitivity in the Workplace

LO1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM
1. Role and objective of the team is identified.

2. Team parameters, relationships and responsibilities are identified.
3. Individual role and responsibilities within team environment are identified.
4. Roles and responsibilities of other team members are identified and recognized.
5. Reporting relationships within team and external to team are identified.
CONTENTS:
 Team role.
 Relationship and responsibilities
 Role and responsibilities with team environment.
 Relationship within a team.
CONDITIONS:
 Standard operating procedure (SOP) of workplace

 Job procedures
 Client/supplier instructions
 Quality standards
 Organizational or external personnel
METHODOLOGIES:
 Group discussion/interaction
 Case studies
 Simulation
ASSESSMENT METHODS:
 Written test
 Observation
 Simulation
 Role playing

LO2. DESCRIBE WORK AS A TEAM MEMBER
1. Individual role and responsibilities within the team environment are identified.
2. Roles and responsibility of other team members are identified and recognized.
3. Reporting relationship within team and external to team are identified.
CONTENTS:
 Team role.
 Relationship and responsibilities
 Role and responsibilities with team environment.
 Relationship within a team.
CONDITIONS:
 Standard operating procedure (SOP) of workplace

 Job procedures
 Client/supplier instructions
 Organizational or external personnel
METHODOLOGIES:
 Case studies
 Simulation
ASSESSMENT METHODS:
 Written test
 Observation
 Simulation
 Role playing

LO3. OBSERVING GENDER SENSITIVITY IN THE WORKPLACE
1. Appropriate forms of communication and interactions are undertaken.

2. Appropriate contributions to complement team activities and objectives are made.
3. Reporting using standard operating procedures is followed.
4. Development of team work plans based from team role is contributed.
CONTENTS:
 Communication process
 Team structure/team roles
 Group planning and decision making
CONDITIONS:
 SOP of workplace
 Job procedures
 Organization or external personnel
METHODOLOGIES:
 Case studies
 Simulation
ASSESSMENT METHODS:
 Observation of work activities

 Observation through simulation or role play
 Case studies and scenarios.

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM
MODULE TITLE : PRACTICING CAREER PROFESSIONALISM
MODULE DESCRIPTOR : This module covers the knowledge; skills and attitudes in
promoting career growth and advancement, specifically to
integrate personal objectives with organizational goals set
and meet work priorities and maintain professional growth
and development.
NOMINAL DURATION : 6 hours
Upon completion of this module, the trainee/student must be able to:
LO1. Integrate personal objectives with organizational goals
LO2. Set and meet work priorities
LO3. Maintain professional growth and development
LO4. Demonstrate work values and gender sensitivity

LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS
1. Personal growth and work plans towards improving the qualifications set for
professionalism are evident.
2. Intra and interpersonal relationship in the course of managing oneself based on
performance evaluation is maintained.
3. Commitment to the organization and its goal is demonstrated in the performance
of duties.
4. Practice of appropriate personal hygiene is observed.
5. Job targets within key result areas are attained.
CONTENTS:
 Personal development-social aspects: intra and interpersonal development

 Organizational goals
 Personal hygiene and practices
 Code of ethics
CONDITIONS:
 Workplace
 Code of ethics
 Organizational goals
 Hand outs and Personal development-social aspects
 CD’s, VHS tapes, transparencies
METHODOLOGIES:
 Interactive -lecture
 Simulation
 Demonstration
 Self-paced instruction
ASSESSMENT METHODS:
 Role play
 Interview
 Written examination

LO2. SET AND MEET WORK PRIORITIES
1. Competing demands to achieve personal, team and organizational goals and

objectives are prioritized.
2. Resources are utilized efficiently and effectively to manage work priorities and
commitments.
3. Practices and economic use and maintenance of equipment and facilities are
followed as per established procedures.
4. Job targets within key result areas are attained.
CONTENTS:
 Organizational Key Result Areas (KRA)

 Work values and ethical standards
 Company policies on the use and maintenance of equipment
CONDITIONS:
The students/ trainees must be provided with the following
 Hand outs on
- Organizational KRA
- Work values and ethics
- Company policies and standards
- Sample job targets
 Learning guides
METHODOLOGIES:
 Interactive lecture
 Structured activity
 Demonstration
ASSESSMENT METHODS:
 Role play
 Interview

LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT
1. Training and career opportunities relevant to the job requirements are identified
and availed.
2. Licenses and/or certifications according to the requirements of the qualifications
are acquired and maintained
3. Fundamental rights at work including gender sensitivity are manifested/ observed
4. Training and career opportunities based on the requirements of industry are
completed and updated.
CONTENTS:
 Qualification standards
 Gender and development (GAD) sensitivity
 Professionalism in the workplace
 List of professional licenses
CONDITIONS:
The students/trainees must be provided with the following
 GAD handouts
 CD’s, VHS tapes on professionalism in the workplace
 Professional licenses samples
METHODOLOGIES:
 Film viewing
 Role play/simulation
ASSESSMENT METHODS:
 Demonstration
 Interview
 Portfolio assessment

LO4. DEMONSTRATE WORK VALUES AND GENDER SENSITIVITY
1. Training and career opportunities relevant to the job requirements are identified
and availed.
2. Licenses and/or certifications according to the requirements of the qualifications
are acquired and maintained
3. Fundamental rights at work including gender sensitivity are manifested/ observed
4. Training and career opportunities based on the requirements of industry are
completed and updated.
CONTENTS:
 Qualification standards
 Gender and development (GAD) sensitivity
 Professionalism in the workplace
 List of professional licenses
CONDITIONS:
 GAD handouts
 CD’s, VHS tapes on professionalism in the workplace
 Professional licenses samples
METHODOLOGIES:
 Film viewing
 Role play/simulation
ASSESSMENT METHODS:
 Demonstration
 Interview

UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH AND SAFETY

PROCEDURES
required to comply with the regulatory and organizational
requirements for occupational health and safety such as
identifying, evaluating and maintaining occupational health
and safety (OHS) awareness.
LO1. Evaluate hazards and risks
LO2. Control hazards and risks
LO3. Maintain occupational health and safety awareness
LO4. Practice basic housekeeping procedures

LO1. EVALUATE HAZARD AND RISKS
1. Workplace hazards and risks are identified and clearly explained.

2. Hazards/risks and its corresponding indicators are identified in line with the
company procedures.
3. Contingency measures are recognized and established in accordance with
organizational procedures.
CONTENTS:
 Hazards and risks identification and control

 Organizational safety and health protocol
 Threshold limit value (TLV)
 OHS indicators
CONDITIONS:
 Workplace
 Personal protective equipment (PPE)
 Learning guides
 Hand-outs
- Organizational safety and health protocol
- OHS indicators
- Threshold limit value
- Hazards/risk identification and control
METHODOLOGIES:
 Interactive -lecture
 Simulation
 Symposium
 Group dynamics
ASSESSMENT METHODS:
 Situation analysis
 Interview
 Practical examination

LO2. CONTROL HAZARDS AND RISKS
1. Terms of maximum tolerable limits are identified based on threshold limit values
(TLV).
2. Effects of hazards are determined.
3. OHS issues and concerns are identified in accordance with workplace
requirements and relevant workplace OHS legislation.
CONTENTS:
 TLV table
 Philippine OHS standards
 Effects of hazards in the workplace
 Ergonomics
 ECC Regulations
CONDITIONS:
 Hand outs on
- Philippine OHS standards
- Effects of hazards in the workplace
- Ergonomics
- ECC regulations
 TLV table
METHODOLOGIES:
 Situation analysis
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Interview
 Simulation

LO3. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS
1. OHS procedures for controlling hazards and risk are strictly followed.
2. Procedures in dealing with workplace accidents, fire and emergencies are
followed in accordance with the organization’s OHS policies.
3. Personal protective equipment (PPE) is correctly used in accordance with
organization’s OHS procedures and practices.
4. Procedures in providing appropriate assistance in the event of workplace
emergencies are identified in line with the established organizational protocol.
CONTENTS:
 Safety regulations
- Clean air act
- Electrical and fire safety code
- Waste management
- Disaster preparedness and management
 Contingency measures and procedures
CONDITIONS:
 Hand outs on
- Safety Regulations
- Clean air act
- Electrical and fire safety code
- Waste management
- Disaster preparedness and management
- Contingency measures and procedures
 OHS personal records
 PPE
METHODOLOGIES:
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Interview
 Case/situation analysis
 Simulation

LO4. PRACTICE BASIC HOUSEKEEPING PROCEDURES
1. Procedures in emergency related drill are strictly followed in line with the
established organization guidelines and procedures.
2. OHS personal records are filled up in accordance with workplace requirements.
3. PPE is maintained in line with organization guidelines and procedures.
CONTENTS:
 Operational health and safety procedure, practices and regulations

 Emergency-related drills and training
CONDITIONS:
 Workplace
 PPE
 OHS personal records
 Health record
METHODOLOGIES:
 Simulation
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Demonstration
 Interview

COMMON COMPETENCIES

UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
MODULE TITLE : DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE
required to access, increase and update industry knowledge.
Upon completion of this module, the trainees/students should be able to:
LO1. Seek information on the industry
LO2. Update industry knowledge

LO1. SEEK INFORMATION ON THE INDUSTRY
1. Sources of information on the industry are correctly identified and accessed.

2. Information to assist effective work performance is obtained in line with job
requirements.
3. Specific information on sector of work is accessed and updated.
4. Industry information is correctly applied to day – to – day work activities.
CONTENTS:
Information sources
 media
 reference book
 libraries
 union
 industry association
 internet
 personal observation
CONDITIONS:
 Proper hygiene procedure manuals

 internet
 personal computer
 reference book
 industry journals
METHODOLOGIES:
 Self paced/modular
 Demonstration
 Small group discussion
 Distance education
ASSESSMENT METHODS
 Written/Oral examination
 Practical demonstration

LO2. UPDATE INDUSTRY KNOWLEDGE
1. Informal and/or formal research is used to update general knowledge of the

industry.
2. Updated knowledge is shared with customers and colleagues as appropriate and
incorporated into day – to – working activities.
CONTENTS:
 Information sources
- media
- libraries/reference book
- union/industry association
- internet
 Legislation that affects the industry
CONDITIONS:
 internet
 personal computer
 reference book
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS
 Written/oral examination

UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES
MODULE TITLE : OBSERVING WORKPLACE HYGIENE PROCEDURES
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes in
observing workplace hygiene procedures.
NOMINAL DURATION : 6 Hours
LO1 follow hygiene procedures
LO2 identify and prevent hygiene risks

LO1. FOLLOW HYGIENE PROCEDURES
1. Workplace hygiene procedures are implemented in line

with enterprise and legal requirements.
2. Handling and storage of items are undertaken in line
with enterprise and legal requirements.
CONTENTS:
 Hygiene procedures
- Proper hand washing
- Regular bathing
- Appropriate and clean clothing
- Cleaning and sanitizing procedures
- Personal hygiene
CONDITIONS:
 Proper hygiene procedure manuals

 Soap
 Sanitizer
 Hygiene products
METHODOLOGIES:
 Self paced/modular
 Demonstration
 Small group discussion
 Distance education
ASSESSMENT METHODS
 Written/Oral examination
 Practical demonstration

LO 2. IDENTIFY AND PREVENT HYGIENE RISKS
1. Potential hygiene risks are identified in line with enterprise procedures.

2. Action to minimize and remove risks is taken within scope of individual
responsibility of enterprise/legal requirements.
3. Hygiene risks beyond the control of individual staff members are reported to the
appropriate person for follow up.
CONTENTS:
 Hygiene procedures
- Proper food handling and storage
- Correct work practices
- Proper waste disposal
- Personal hygiene
- Pest control
- Principles of HACCP
CONDITIONS:
 Proper hygiene procedure manuals

 Soap
 Sanitizer
 Hygiene products
 Proper food handling and storage manual
METHODOLOGIES:
 Self paced/modular
 Demonstration
 Small group discussion
 Distance education
ASSESSMENT METHODS
 Written/Oral examination
 Practical demonstration

UNIT OF COMPETENCY : PERFORM COMPUTER OPERATIONS
MODULE TITLE : PERFORMING COMPUTER OPERATIONS
MODULE DESCRIPTION : This module covers the knowledge, skills and attitudes
needed to perform computer operations. This includes in
putting, accessing, producing and transferring data using
appropriate hardware and software.
At the completion of the module the trainees/students should be able to:
LO1. Plan and prepare for task to be undertaken
LO2. Input data into computer
LO3. Access information using computer
LO4. Produce/output data using computer system
LO5. Maintain computer equipment and systems

LO1. PLAN AND PREPARE FOR TASK TO BE UNDERTAKEN
1. Requirements of tasks are determined.
2. Appropriate hardware and software is selected according to task assigned and
required outcome
3. Task is planned to ensure OH & S guidelines and procedures are followed.
CONTENTS:
 Main types of computers and basic features of different operating systems
 Main parts of a computer
 Storage devices and basic categories of memory
 Types of software
 Peripheral devices
CONDITION:
The trainees/students must be provided with the following:
 Equipment and accessories
- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
 Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
- Set of screw driver
 Learning materials
- Learning elements/activity sheets
- Manufacturer’s manual
METHODOLOGIES:
 Self-paced/modular
 Demonstration
ASSESSMENT METHODS:
 interview

LO2. INPUT DATA INTO COMPUTER
1. Data are entered into the computer using appropriate program/application in

accordance with company procedures.
2. Accuracy of information is checked and information is saved in accordance with
standard operating procedures.
3. Inputted data are stored in storage media according to requirements.
4. Work is performed within organic guidelines.
CONTENTS:
 Basic ergonomics of keyboard and computer use

 Standard operating procedures in entering and saving data
into the computer
 Storage media
 Ergonomic guidelines
CONDITION:

- Personal computer
Network system
- Printer
- Scanner
- Keyboard
- Mouse
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:

 interview
LO3. ACCESS INFORMATION USING COMPUTER
1. Correct program/application is selected based on job requirements

2. Program/application containing the information required is accessed in
accordance with the company procedures
3. Desktop icons are correctly selected, opened and closed for navigation purposes.
4. Keyboard techniques is carried out in line with OHS requirements for safe use of
keyboards
CONTENTS:
 Procedures/techniques in accessing Information

 Desktop Icons
 Keyboard techniques based on OHS requirements
CONDITION:

- Personal computer
- Network system
- Printer
- Scanner
- Keyboard
- Mouse
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS

 interview

LO4. PRODUCE/OUTPUT DATA USING COMPUTER SYSTEM
1. Entered data is processed using appropriate software commands

2. Data are printed out as required using computer hardware/peripheral devices in
accordance with standard operating procedures
3. Files and data are transferred between compatible systems using computer
software, hardware/peripheral devices in accordance with standard operating
procedures.
CONTENTS:
 Software commands
 Operation and use of peripheral devices
 Procedures in transferring files/data
CONDITION:

- Personal computer
- Network system
- Printer
- Scanner
- Keyboard
- Mouse
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS
 interview

LO5. MAINTAIN COMPUTER EQUIPMENT AND SYSTEM
1. systems for cleaning, minor maintenance and replacement of consumables are
implemented
2. procedures for ensuring security of data, including regular back-ups and virus
checks are implemented in accordance with standard operating procedures
3. Basic file maintenance procedures are implemented in line with the standard
operating procedures.
CONTENTS:
 Cleaning, Minor Maintenance and Replacements of Consumables
 Creating More Space in the Hard Disk
 Reviewing Programs
 Deleting Unwanted Files
 Checking Hard Disk for Errors
 Viruses and Up to Date Anti-Virus Programs
CONDITION:
- Personal computer
- Network system
- Printer
- Scanner
- Keyboard
- Mouse
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS
 interview

UNIT OF COMPETENCY : PERFORM WORKPLACE SAFETY PRACTICES
MODULE TITLE : PERFORMING WORKPLACE SAFETY PRACTICES
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes in
following health, safety and security practices. It includes
dealing with emergency situations and maintaining safe
personal standard.
LO1. Follow workplace procedures for health, safety and security practices
LO2. Deal with emergency situations
LO3. Maintain safe personal presentation standards

LO1. FOLLOW WORKPLACE PROCEDURES FOR HEALTH, SAFETY AND SECURITY
PRACTICES
1. Correct health, safety and security procedures are followed in line with legislation,
regulations and enterprise procedures.
2. Breaches of health, safety and security procedures are identified and reported in
line with enterprise procedure.
3. Suspicious behavior or unusual occurrence are reported in line with enterprise
procedures.
CONTENTS:
• Health, safety and security procedures

• Breaches procedures
CONDITIONS:
 Manuals
 Handbook safety and security
 Report (sample)
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS

LO2. DEAL WITH EMERGENCY SITUATIONS
1. Emergency and potential emergency situations are recognized and appropriate

action is taken within individual’s scope of responsibility.
2. Emergency procedures are followed in line with enterprise procedures.
3. Assistance is sought from colleagues to resolve or respond to emergency
situations
4. Details of emergency situations are reported in line with enterprise procedures.
CONTENTS:
 Emergency procedure
- Personal injuries
- Fire
- Electrocution
- Natural calamity
- Criminal acts
 Safe personal presentation standard
CONDITIONS:
 Emergency procedure manuals

 Handbook safety and security
 Report
 Emergency drills – instruction/guidelines
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:
 Observation

LO3. MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS
ASSESSMENT CRITERION:
1. Safe personal standards are identified and followed in line with workplace.
CONTENTS:
 Use of PPE
 Safe and proper posture.
CONDITIONS:
Students/trainees must be provided with the following:
 Hands-out
 Film / video clips
METHODOLOGIES:
 Lecture/ demonstration
 Film showing
ASSESSMENT METHODS:
 Hands-on
 Direct observation
 Role-playing/ simulation
 Dramatization / fire drill

UNIT OF COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICE
MODULE TITLE : PROVIDING EFFECTIVE CUSTOMER SERVICE
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitude in
providing effective customer service.
LO1. Greet customer
LO2. Identify customer needs
LO3. Deliver service to customer
LO4. Handle queries through telephone, fax machine, internet and email
LO5. Handle complaints, evaluation and recommendations

LO1. GREET CUSTOMER
1. Guests are greeted in line with enterprise procedures

2. Verbal and non-verbal communications are appropriate to the given situation.
3. Non verbal communication of customer is observed responding to customer
4. Sensitivity to cultural and social differences is demonstrated.
CONTENTS:
 Personality development and public relations

 Basic oral communication/ writing memos and letters
 Preparing job documentation
- Following instructions
- Filling-out forms
CONDITIONS:
Tools Equipment Materials

 Recorder  Video camera recorder  V8 tape
 Microphone  Television  CD
 Full-body mirror  VHS/DVD Player  Make=up kit
 Company dress  References:
 Books, brochures,
manuals
METHODOLOGIES:
 Modular (self-pace learning)

 Electronic Learning
 Industry Immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS:
 Interview (oral/questionnaire)
 Observation
 Demonstration of Practical Skills

LO2. IDENTIFY CUSOMTER NEEDS
1. Appropriate interpersonal skills are used to ensure that customer needs are
accurately identified.
2. Customer needs are assessed for urgency so that priority for service delivery can
be identified
3. Customers are provided with information
4. Personal limitation in addressing customer needs is identified and where
appropriate, assistance is sought from supervisor
CONTENTS:
 Food and culture

 Exploration of food trends
- Past, present and future trend
 Communication standards in customer service
CONDITIONS:
Tools Equipment Materials

 Recorder  Video Camera recorder  V8 tape
 Microphone  Television  CD
 Full-body mirror  VHS/DVD Player  Make=up kit
 Company dress  References:
 Books, brochures,
manuals
METHODOLOGIES:

 Electronic Learning
 Industry Immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS:
 Observation
 Demonstration of Practical Skills

LO3. DELIVER SERVICE TO CUSTOMER
1. Customer needs are promptly attended to in line with enterprise procedures.

2. Appropriate rapport is maintained with customer to enable high quality service
delivery
3. Opportunity to enhance the quality of service and products are taken whenever
possible
CONTENTS:
 Modes of greeting and farewell.

 Proper addressing of needs of persons. (by gender, age, status, physical
condition)
 Style manual requirement.
 Standard letters and preformed.
CONDITIONS:
 Hands-out
METHODOLOGIES:
 Film showing
ASSESSMENT METHODS:
 Hands-on

LO4. HANDLE QUERIES THROUGH TELEPHONE, FAX MACHINE, INTERNET AND
EMAIL
1. Use telephone, computer, fax machine, internet efficiently to determine customer

requirements.
2. Queries/information is recorded in line with enterprise procedure.
3. Queries are acted upon promptly and correctly in line with enterprise procedure
CONTENTS:
 Proper way of answering complaints in line with workplace procedures.

 Nature and details of complaints.
 Industry/ workplace procedures in giving evaluation and recommendations.
CONDITIONS:
 Hands-out
 Sample complaint/evaluation and recommendation sheet from industry.
METHODOLOGIES:
 Film showing
ASSESSMENT METHODS:
 Hands-on

LO5. HANDLE COMPLAINTS, EVALUATION AND RECOMMENDATIONS
1. Guests are greeted with a smile and eye-to-eye contact

2. Responsibility for resolving the complaint is taken within
limit of responsibility
3. Nature and details of complaint are established and
agreed with the customer
4. Appropriate action is taken to resolve the complaint to
the customers satisfaction wherever possible.
CONTENTS:
 Proper way of answering complaints in line with workplace procedures.

 Nature and details of complaints.
 Industry/ workplace procedures in giving evaluation and recommendations.
CONDITIONS:
 Hands-out
 Sample complaint/evaluation and recommendation sheet from industry.
METHODOLOGIES:
 Film showing
ASSESSMENT METHODS:
 Hands-on

CORE COMPETENCIES

UNIT OF COMPETENCY : PREPARE THE DINING ROOM/RESTAURANT AREA FOR
SERVICE
MODULE TITLE : Preparing the dining room/restaurant area for service
UNIT DESCRIPTOR : This unit 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. This unit includes
the knowledge and skills in taking reservations, preparing
service stations, table setting, and setting the ambiance of the
foodservice facility.
NOMINAL DURATION : 60 Hrs.

LO1. Take table reservations
LO2. Prepare service stations and equipment
LO3. Set-up the tables in the dining area
LO4. Set the mood/ambiance of the dining area
59
CBC – Food & Beverage Services NCII (Amended) Promulgated December 2013
LO1. TAKE TABLE RESERVATION
1.1 Inquiries are answered promptly, clearly and accurately.
1.2 Pertinent questions are asked to complete the details of the reservations.
1.3 Reservations data are recorded on forms accurately based on establishment’s
standards.
1.4 Details of the reservations are repeated back and confirmed with the party making the
reservation.
1.5 Additional information about the foodservice establishment is provided when
necessary.
CONTENTS:
1. Foodservice operations
2. Reservations process
3. Basic types of tableware
a..Dinnerware
b. Beverageware/glassware
c. Silverware/cutlery
4. General rules in laying covers/table set-up
5. Different napkin folding styles
6. Station mise-en-place
7. Telephone ethics
8. Table skirting styles
9. Banquet set-up styles
CONDITIONS: the trainee/students must be provided with the following:
Inquiries Details of the reservation Date of Reservation records or forms

 Telephone reservation
 Fax  Time of arrival  Reservation
 Email  Number of persons Sheets
 Internet  Name of person who will use  Logbook
 In person the reservation  Computer
 Name of person making the  Reservation
reservation Cards
 Contact details of the person
checking in and of the person
making the reservation
 Special requirements
METHODOLOGIES
 Electronic learning
 Industry immersion
60
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
 Demonstration of practical skills
61
LO2. PREPARE SERVICE STATIONS AND EQUIPMENT
2.1 Service or waiter’s stations are stacked with supplies necessary for service.
2.2 All tableware and dining room equipment are cleaned, wiped and put in their proper
places.
2.3 Special tent cards and similar special displays are put up for promotion.
2.4 Cleanliness and condition of all tables, tableware and dining room equipment are
checked.
2.5 Water pitchers and ice buckets are filled.
2.6 Electrical appliance or equipment like coffee pots, tea pots, plate warmers etc. in the
dining area are turned on and kept ready.
2.7 Condiments and sauce bottles are refilled and the necks and tops of the bottles are
wiped clean and dry.
CONTENTS:
 Taking reservations
 Table set-up
 Napkin folding
 Skirting buffet/display tables
 Banquet set-ups
CONDITIONS:
Supplies Tableware
 Napkins  Cover/service plate
 Menu folders  Dinner plate
 Order slips  Entrée plate
 Wine list  Fish plate
 Condiments  Bread plate
 Toothpicks  Soup bowl/plate
 Table cloth/Placemats
 Salt and Pepper shakers
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
62
 Observation
LO3. SET UP THE TABLES IN THE DINING AREA
3.1 Tables are set according to the standards of the foodservice establishment.
3.2 In cases where the menu is prearranged or fixed, covers are set correctly according to
the predetermined menu.
3.3 Tableware and glassware are wiped and polished before they are set up on the table.
3.4 Cloth napkins are folded properly and laid on the table appropriately according to napkin
folding style.
3.5 Buffet or display tables are skirted properly taking into account symmetry, balance and
harmony in size and design.
CONTENTS:
1. Taking reservations
2. Table set-up
3. Napkin folding
4. Skirting buffet/display tables
5. Banquet set-ups
Dining room/ Restaurant equipment

 Service tray stands
 Gueridon
 Cake display
 Refrigerators/Chillers
 Coffee makers/machines
 Point Of Sales (POS)
 Wine service equipment
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
63
LO4. SET THE MOOD/AMBIANCE OF THE DINING AREA
4.1 Lights are adjusted according to time of the day.
4.2 Tables, chairs and other dining room furniture are arranged to ensure comfort and
convenience of
the guests.
4.3 Appropriate music is played when applicable
4.4 Floors/carpets are cleaned and made sure are dry.
4.5 Air-condition or cooling units are adjusted for the comfort of the guests
4.6 Decorations are set-up according to theme or concept of the dining room.
CONTENTS:
 Taking reservations
 Table set-up
 Napkin folding
 Skirting buffet/display tables
 Banquet set-ups
Tableware
Dinnerware/chinaware
 Cover/service plate
 Dinner plate
 Entrée plate
 Fish plate
 Bread plate
 Soup bowl/plate
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
64
UNIT OF COMPETENCY : WELCOME GUESTS AND TAKE FOOD AND BEVERAGE
ORDERS
MODULE TITLE : Welcoming guests and take Food & Beverage orders
UNIT DESCRIPTOR : This unit 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. This unit involves the initial steps in the sequence of
service that includes the welcoming of guests, seating the guests,
taking food and beverage orders and liaising between the kitchen
and the service area.
NOMINAL DURATIONS : 40 Hours

Upon completion of this module, the trainee/students must be able to:
LO1. Welcome and greet guests

LO2. Seat the guests
LO3. Take food and beverage orders
LO4. Liaise between kitchen and service areas
65
LO1. WELCOME AND GREET GUESTS
ASSESSMENT CRITERIA
1.1 Guests are acknowledged as soon as they arrive.
1.2 Guests are greeted with an appropriate welcome.
1.3 Details of reservations are checked based on established standard policy.
CONTENTS:
1.1 Welcoming and greeting guests procedures
1.2 Seating guests procedures
1.3 Sequence of Food Service
1.4 Basic Menu types
1.5 Order taking procedures
1.6 Principles of promotion and selling
1.7 Suggestive selling techniques
1.8 Product and service knowledge

Types of menu
A la carte
Table d’hote
Carte du jour
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
66
LO2. SEAT THE GUEST
ASSESSMENT CRITERIA
2.1 Guests are escorted and seated according to table allocations
2.2 Tables are utilized according to the number of party.
2.3 Guests are seated evenly among stations to control the traffic flow of guests in the
dining room.
2.4 Cloth napkins are opened for the guests when applicable.
2.5 Water is served when applicable, according to the standards of the foodservice facility.
CONTENTS:
Ordering systems
Docket system
Checklist
Blank order slips
Touch screen POS system
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
67
LO3. TAKE FOOD AND BEVERAGE ORDERS
3.1 Guests are presented with the menu according to established standard practice.
3.2 Orders are taken completely in accordance with the establishment’s standard
procedures.
3.3 Special requests and requirements are noted accurately.
3.4 Orders are repeated back to the guests to confirm items.
3.5 Tableware and cutlery appropriate for the menu choices are provided and adjusted in
accordance with establishment procedures.
CONTENTS:
Ordering systems
Docket system
Checklist
Blank order slips
Touch screen POS system
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
68
LO4. LIAISE BETWEEN KITCHEN AND SERVICE AREAS
ASSESSMENT CRITERIA
4.1 Orders are placed and sent to the kitchen promptly.
4.2 Quality of food is checked in accordance with establishment standards
4.3 Tableware is checked for chips, marks, cleanliness, spills, and drips
4.4 Plates and/or trays are carried out safely.
4.5 Colleagues are advised promptly regarding readiness of items for service
4.6 Information about special requests, dietary or cultural requirements is relayed accurately
to kitchenwhere appropriate.
4.7 Work technology are observed according to establishment standard policy and
procedures
CONTENTS:
Work technology
POS
Electronic tablet order
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
69
UNIT OF COMPETENCY : PROMOTE FOOD AND BEVERAGE PRODUCTS
MODULE TITLE : Promoting Food and Beverage Products
UNIT DESCRIPTOR : This unit deals with the knowledge and skills required in providing
advice to customers on food and beverage products in foodservice
enterprises.
NOMINAL DURATION : 44 hrs
SUMMARY OF LEARNING URCOMES:
LO1. Know the product
LO2. Undertake Suggestive selling

LO3. Carry out Up selling strategies
70
LO1. KNOW THE PRODUCT
1.1 Names and pronunciations of dishes in the menu are mastered.
1.2 Ingredients of dishes are memorized.
1.3 Sauces and accompaniments are known by heart.
1.4 Descriptions and of every item in the menu are studied.
1.5 Common food allergens are mastered to prevent serious health consequences.
CONTENTS:
 Menu familiarization
 Types of Menus
 Food pairing
 Beverage pairing
 Suggestive selling techniques and principles
 Upselling techniques
 Food allergens

Information about the food
 Cooking method
 Serving portions
 Tastes and flavors
 Ingredients including food allergens
 Cooking time
 Side dishes
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
71
LO2. UNDERTAKEN SUGGESTIVE SELLING
2.1 Information about the food items are provided in clear explanations and
descriptions.
2.2 Items on specials or promos are offered to assist guests with food and beverage
selections.
2.3 Name of specific menu items are suggested to guests rather than just mentioning the
general categories in the menu to help them make the choice and know what they
want.
2.4 Standard food and beverage pairings are recommended.
2.5 Several choices are given to provide more options to guests
2.6 Descriptive words are used while explaining the dishes to make it more tempting and
appetizing.
2.7 Suggestive selling is carried out discreetly so as not to be too pushy or too aggressive.
CONTENTS:
 Types of Menus
 Food pairing
 Food allergens

Items on specials or promos
 House specials
 Soup of the day
 Combo meals
 Best sellers
 Chef’s pick
 Seasonal items
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
72
LO3. CARRY OUT UPSELLING STRATEGIES
3.1 Slow moving but highly profitable items are suggested to increase guest check.
3.2 Second servings of items ordered are offered.
3.3 Food portion or size is mentioned for possible adjustments with the orders.
3.4 New items are recommended to regular guests to encourage them to try other items
in the menu.
CONTENTS:
 Types of Menus
 Food pairing
 Food allergens
General categories in the menu

 Meat
 Vegetable
 Dessert
 Beverage
 Entrée
 Seafood
Descriptive words
 Freshly prepared
 Delicately seasoned
 Soft and juicy
 Mouth watering
 Flavorful
 Spicy
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
73
UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
MODULE TITLE : Providing Food & Beverage Services to Guests
UNIT DESCRIPTOR : This unit 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. This unit
focuses on the procedures in the delivery of food and
beverages to the guest as well as on the knowledge and skills
that underpins the efficient work performance in assisting the
dining guest during and after the meal service.
NOMINAL DURATIONS : 80 hrs
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
74
LO1. SERVE FOOD ORDERS
1.1 Food orders are picked up promptly from service areas.
1.2 Food orders are checked for presentation and appropriate garnish and
accompaniments.
1.3 Food orders are served to the right guests who ordered them.
1.4 Food orders are served and cleared with minimal disturbance to the other guests and
in accordance to hygienic requirements.
1.5 Food orders are served in accordance with the enterprise serving style standards.
1.6 Name of the dish or order is mentioned upon serving the guest.
1.7 Sequence of service and meal delivery is monitored in accordance with enterprise
procedures.
CONTENTS:
 Different Food service styles
 General service principles
 Sequence of service
 Handling guests with special needs
 Wine knowledge and service
 Banquet service
 Food safety principles
 Food service styles
 Carrying plates and trays
 Presenting and opening wines
 Beverage service

Serving styles
 French Service (Gueridon Service)
 American Service (Plate Service)
 Russian Service (Platter Service)
 English Service/Butler Service
 Buffet Service
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
75
LO2. ASSIST THE DINERS
2.1 Additional requests or needs of the guests are anticipated
2.2 Additional food and beverage are offered and served at the appropriate times
2.3 Necessary condiments and appropriate tableware are provided based on the food order
2.4 Delays or deficiencies in service are recognized and followed up promptly based on
enterprise policy
2.5 Water, bread, and butter are replenished when required
2.6 Children and guests with special needs are treated with extra attention and care.
CONTENTS:
 Different Food service styles
 General service principles
 Sequence of service
 Handling guests with special needs
 Wine knowledge and service
 Banquet service
 Food safety principles
Sequence of service
 Welcoming/Greeting of guest
 Seating the guest
 Taking beverage orders
 Presenting the menu
 Taking food orders
 Serving food orders
 Crumbling/brushing table
 Preparing and presenting the bill
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
76
LO3. PERFORM BANQUET OR CATERING FOOD SERVICE
ASSESSMENT CRITERIA
3.1 Serviceware are prepared and checked for completeness ahead of time.
3.2 Tables and chairs are set up in accordance with the event requirements.
3.3 Food is served according to general service principles.
3.4 Food is handled based on food safety procedures.
3.5 Coordinated service of meal courses is ensured.
3.6 Assigned areas are kept clean in accordance with enterprise procedures.
3.7 Tables are cleared and soiled dishes prepared to be brought for dishwashing after the
event or function,
3.8 Number of guests being served is noted and monitored.
CONTENTS:
1. Different Food service styles
2. General service principles
3. Sequence of service
4. Handling guests with special needs
5. Wine knowledge and service
6. Banquet service
7. Food safety principles
8. Food service styles
9. Carrying plates and trays
10. Presenting and opening wines
11. Beverage service
Guests with special needs

 Children
 Elderly people
 Persons with Disability
 VIP guests
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
77
LO4. SERVE BEVERAGE ORDERS
4.1 Beverage orders are picked up promptly from the bar.
4.2 Beverage orders are checked for presentation and appropriate garnishes.
4.3 Beverages are served at appropriate times during meal time.
4.4 Beverages are served efficiently according to established standards of service.
4.5 Beverages are served at the right temperature.
4.6 For full bottle wine orders, wine is opened efficiently with minimal disturbance to the other
guests.
4.7 Wine service is carried out in accordance with establishment procedures.
CONTENTS:

6. Banquet service
Beverages
 Alcoholic beverages
 Non-Alcoholic beverages
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
78
LO5. CONCLUDE FOOD SERVICE AND CLOSE DOWN DINING AREA
5.1 Soiled dishes are removed when guests are finished with the meal.
5.2 Bills are prepared and processed accurately in coordination with the cashier.
5.3 Bills are presented when the guest asks for it.
5.4 Payment is acknowledged as soon as it is received.
5.5 Tables are cleared, reset and made ready for the next sitting when guests are finished
with the meal.
5.6 Guests are thanked and bided farewell warmly.
5.7 Electrical equipment are turned off where appropriate.
CONTENTS:

6. Banquet service
Wine service
 Presenting the wine.
 Opening wine
 Pouring wine
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
79
UNIT OF COMPETENCY : PROVIDE ROOM SERVICE
MODULE TITLE : Providing room service
UNIT DESCRIPTOR : This unit deals with the knowledge and skills required in the
provision of food and beverage service particularly in the
guest room of a commercial accommodation establishment.
NOMINAL DURATIONS: 40
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
80
LO1. TAKE AND PROCESS ROOM SERVICE ORDERS
1.1 Telephone call is answered promptly and courteously in accordance with customer
service standards.
1.2 Guests’ name is checked and used throughout the interaction
1.3 Details of orders are clarified, repeated and checked with guests for accuracy
1.4 Suggestive selling techniques are used.
1.5 Guests are advised of approximate time of delivery
1.6 Relevant information are recorded and checked in accordance with establishment
policy and procedures
1.7 Room service orders received from doorknob dockets are interpreted accurately.
1.8 Orders are promptly transferred and relayed to appropriate location for preparation.
CONTENTS:
1. Took room service orders properly

2. Recorded and processed room service orders accurately
3. Set up a variety of room service meals according to ordered food and beverage
4. Presented and served room service orders
5. Take room service orders
6. Setting up trays or trolleys
7. Suggestive selling
8. Room service procedures
Relevant information
 Name of the guest
 Room number
 Number of persons
 Detailed food orders
 Time the order was taken
 Time for delivery
Room service equipment and supplies

 Trays and trolleys
 Toasters
 Tableware and appointments
 Warming equipment
 Linen
 Printed materials
81
Set-ups for room service trays and or trolleys
 Butters
 Condiments
 Cutlery
 Glassware
 Beverages
 Linen
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
82
LO2. SET UP TRAYS AND TROLLEYS
2.1 Room service equipment and supplies are prepared in accordance with
establishment procedures.
2.2 Proper room service equipment and supplies are selected and checked for cleanliness
and condition.
2.3 Trays and trolleys are set up keeping in mind balance, safety and attractiveness.
2.4 Room service trays or trolleys are set up according to the food and beverage
ordered
2.5 Orders are checked before leaving the kitchen for delivery.
2.6 Food items are covered during transportation to the room.
2.7 Food orders are delivered on the time desired by the guest.
CONTENTS:

 Room number

 Toasters
 Linen

83
 Butters
 Condiments
 Cutlery
 Glassware
 Beverages
 Linen
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
84
LO3. PRESENT AND SERVE FOOD AND BEVERAGE ORDERS TO GUESTS
3.1 The guest’s name is verified on the bill before announcing the staff’s presence outside
the door.
3.2 Guests are greeted politely in accordance with the with establishment’s service
procedures.
3.3 Guests are asked where they want the tray or trolley positioned.
3.4 Service is fast and discrete
CONTENTS:

 Room number

 Toasters
 Linen

 Butters
 Condiments
85
 Cutlery
 Glassware
 Beverages
 Linen
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
86
LO4. PRESENT ROOM SERVICE ACCOUNT
4.1 Guests’ accounts are checked for accuracy and presented in accordance with
establishment procedures
4.2 Cash payments are acknowledged and then presented to the cashier for processing in
accordance with establishment guidelines
4.3 For charge accounts, guests are asked to sign the bills.
CONTENTS:

 Relevant information
 Room number

 Toasters
 Linen

 Butters
 Condiments
 Cutlery
87
 Glassware
 Beverages
 Linen
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
88
LO5. CLEAR AWAY ROOM SERVICE EQUIPMENT
5.1 Procedure to take away the tray or trolley when the guests have finished their meal is
explained.
5.2 Floors are checked and cleared in accordance with establishment policy and guidelines.
5.3 Dirty trays are cleared in accordance with the establishment’s procedure.
5.4 Trays and trolleys are cleaned and returned to the room service area.
CONTENTS:

 Relevant information
 Room number

 Toasters
 Linen

 Butters
 Condiments
89
 Cutlery
 Glassware
 Beverages
 Linen
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
90
UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST CONCERNS
MODULE TITLE : Receiving and Handle guest concerns
UNIT DESCRIPTOR : This unit deals with the knowledge and skills required in
receiving and handling guest complaints.
NOMINAL DURATIONS: 40 hrs
SUMMARY OR LEARNING OUTCOMES:
LO1. Listen to the complaint

LO2. Apologize to the guest
LO3. Take proper action on the complaint
LO4. Record complaint
91
LO1. LISTEN TO THE COMPLAINT
1.1 The entire story or issue of concern is obtained from the guest without interruption.
1.2 Details of the guest complaint or concern are noted.
1.3 Full attention is given to the complaining guest.
1.4 Guest complaint is paraphrased to determine if the concern is correctly understood.
CONTENTS:
1. Listened and obtained the entire story or complaint
2. Paraphrased the guest complaint
3. Showed empathy towards complaining guest
4. Took action on the guest complaint
5. Recorded complaint
6. General service principles/Standards of service
9. Dealing with difficult customer/clients

Guest complaint
 Undelivered promise
 Poor condition of property
 Dirty property
 Poor service
 Unfriendly personnel
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
92
LO2. APOLOGIZE TO THE GUEST
2.1 Sincere apology is offered for the disservice.
2.2 Empathy is shown to the guest to show genuine concern and consideration.
2.3 Excuses or blaming others are avoided.
2.4 Gratitude is expressed to the guest for bringing the matter up for attention.
CONTENTS:

Empathy
 Agree truthfully to minor points
 Express sincere regret
 Thank the guest for bringing up the matter
 Do not take offense when guest complains
 Approach with friendly spirit
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
93
LO3. TAKE PROPER ACTION ON THE COMPLAINT
3.1 Appropriate action is taken regarding guest’s concerns
3.2 The right person or department who can solve the problem is informed for proper action.
3.3 Difficult situations or serious concerns are elevated or referred to higher authority.
3.4 Follow up on the problem to check whether it solved or not.
CONTENTS:
Appropriate actions
 Product replacements
 Correction
 Addition
 Proper endorsement
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
94
LO4. RECORD COMPLAINT
4.1 Complaints are documented according to the establishment standard procedures.
4.2 Persons concerned are recognized and actions taken are recorded.
4.3 Feedback received from guests is logged and collated.
CONTENTS:

Appropriate actions
 Product replacements
 Correction
 Addition
 Proper endorsement
METHODOLOGIES
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Observation
95

Food Beverage NCII - CBC

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Food Beverage NCII - CBC

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COMPETENCY-BASED

Tourism (Hotel and Restaurant)

Food & Beverage Services NC II

This course is designed to enhance the

1. obtaining and convey workplace information

 Can communicate basic English both oral

TR – Food and Beverage Services NC II (Amended) Promulgated December 2013 4

Unit of Competency Module Title Module Contents No. of

1. Participate in 1.1 Participating in 1.1.1 Parts of speech 4

2. Work in a team 2.1 Working with 2.1.1 Team role 2

2.2 Observing Gender 1.1. Discuss the differences 2

TR – Food and Beverage Services NC II (Amended) Promulgated December 2013 5

3. Practice career 3.1 Practicing career 3.1.1 Code of conduct and 3

3.2 Demonstrating work 3.1.15 Describe the purpose of 3

4. Practice 4.1 Practicing 4.1.1 Hazards and risks 2

TR – Food and Beverage Services NC II (Amended) Promulgated December 2013 6

TR – Food and Beverage Services NC II (Amended) Promulgated December 2013 7

3. Perform 3.1. Performing  Requirements of tasks in the 8

TR – Food and Beverage Services NC II (Amended) Promulgated December 2013 8

TR – Food and Beverage Services NC II (Amended) Promulgated December 2013 9

TR – Food and Beverage Services NC II (Amended) Promulgated December 2013 11

TR – Food and Beverage Services NC II (Amended) Promulgated December 2013 13

TR – Food and Beverage Services NC II (Amended) Promulgated December 2013 14

FOOD & BEVERAGE SERVICES NC II

TR – Food and Beverage Services NC II (Amended) Promulgated December 2013 15

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATION

SUGGESTED DURATION : 4 hours

PREREQUISITE : Receive and Respond to Workplace Communication. (NC I)

SUMMARY OF LEARNING OUTCOMES:

LO1. Obtain and convey workplace information

LO2. Complete relevant work related documents.

LO3. Participate in workplace meetings and discussions

CBC Food & Beverage Services NC II - 16 -

1. Specific relevant information is accessed from appropriate sources.

The students/ trainees must be provided with the following:

 Writing materials (pen & paper)

CBC Food & Beverage Services NC II - 17 -

1. Ranges of forms relating to conditions of employment are completed accurately

The students/trainees must be provided with the following:

CBC Food & Beverage Services NC II - 18 -

1. Team meetings are attended on time.

The students/trainees must be provided with the following:

CBC Food & Beverage Services NC II - 19 -

UNIT OF COMPETENCY : WORK IN TEAM ENVIRONMENT

MODULE TITLE : WORKING IN A TEAM ENVIRONMENT

SUGGESTED DURATION : 4 hours

PREREQUISITE : TEAMWORK (NC I)

SUMMARY OF LEARNING OUTCOMES:

LO1. Describe and identify team role and responsibility in a team

LO2. Describe work as a team member

LO3. Observing Gender Sensitivity in the Workplace

CBC Food & Beverage Services NC II - 20 -

1. Role and objective of the team is identified.

The students/ trainees must be provided with the following:

 Standard operating procedure (SOP) of workplace

CBC Food & Beverage Services NC II - 21 -

The students/ trainees must be provided with the following:

 Standard operating procedure (SOP) of workplace

CBC Food & Beverage Services NC II - 22 -

1. Appropriate forms of communication and interactions are undertaken.

The students/trainees must be provided with the following:

 Observation of work activities