Training Plan FBS (40DAYS)

Una Skills Training and Assessment Center (UTAC) Inc.
#5 A & E Complex, San Jose Drive, Poblacion, Alaminos City, Pangasinan

Tel. No.: 0927-678-6918/0926-592-7518
Email Address: utac2019@yahoo.com
TRAINING
PLAN
FOOD AND BEVERAGE
SERVICES
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BASIC
COMPETENCIES
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Unit of Competency: PARTICIPATE IN WORKPLACE COMMUNICATION
Module Title PARTICIPATING IN WORKPLACE COMMUNICATION
Modality: Check which modality will be applied. Multi-modal is allowed.
( ) Full-online ( √ ) Blended online(√ ) Distance Learning
Day 1 (8:00 AM-12:00 NN) (1:00 PM-5:00)
Learning Outcomes Contents Learning Resources
LO 1: Specific and relevant  CBLM

Obtain and convey workplace information is accessed from  Online lecture/
information appropriate sources interaction via ZOOM
Effective questioning , active app
listening and speaking skills  Google Meet
are used to gather and convey
information
Appropriate medium is used to

transfer information and ideas
Appropriate non- verbal

communication is used
Appropriate lines of
communication with
supervisors and colleagues are
identified and followed
Defined workplace procedures

for the location and storage of
information are used
Personal interaction is carried

out clearly and concisely
LO 2: Simple conversations on  CBLM

Speak English at a basic familiar topics with work  Online lecture/
operational level colleagues is participated interaction via ZOOM
app
Simple verbal instructions or  Google Meet
requests are responded to
Simple requests are made
Routine procedures are
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described
Likes, dislikes and preferences

are expressed
Different forms of expression

in English is identified
LO 3: Team meetings are attended on  CBLM

Participate in workplace time  Online lecture/
meetings and discussions interaction via ZOOM
Own opinions are clearly app
expressed and those of others  Google Meet
are listened to without
interruption
Meeting inputs are consistent

with the meeting purpose and
established protocols
Workplace interactions are

conducted in a courteous
manner
Questions about simple routine

workplace procedures and
matters concerning working
conditions of employment are
asked and responded to
Meetings outcomes are

interpreted and implemented
LO 4: Range of forms relating to  CBLM

. Complete relevant work conditions of employment are  Online lecture/
related documents completed accurately and interaction via ZOOM
legibly app
 Google Meet
Workplace data is recorded on
standard workplace forms and
documents
Basic mathematical processes

are used for routine
calculations
Errors in recording information

on forms/ documents are
identified and properly acted
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upon
Reporting requirements to
supervisor are completed
according to organizational
guidelines
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Unit of Competency: WORK IN TEAM ENVIRONMENT
Module Title WORKING IN TEAM ENVIRONMENT
Day 2 (8:00 AM-12:00 NN) (1:00 PM-5:00)
LO 1 The role and objective of the  CBLM

Describe team role and scope team is identified from  Online lecture/
available sources of interaction via ZOOM
information app
 Google Meet
Team parameters, reporting
relationships and
responsibilities are identified
from team discussions and
appropriate external sources
LO 2 Individual role and  CBLM

Identify own role and responsibilities within the team  Online lecture/
responsibility within team environment are identified interaction via ZOOM
app
Roles and responsibility of  Google Meet
other team members are
identified and recognized
Reporting relationships within

team and external to team are
identified
LO 3 Effective and appropriate  CBLM

Work as a team member forms of communications used  Online lecture/
and interactions undertaken interaction via ZOOM
with team members who app
contribute to known team  Google Meet
activities and objectives
Effective and appropriate

contributions made to
complement team activities
and objectives, based on
individual skills and
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competencies and workplace

context
Observed protocols in
reporting using standard
operating procedures
Contribute to the development

of team work plans based on
an understanding of team’s
role and objectives and
individual competencies of the
members.
LO 4 Information is communicated  CBLM

Work effectively with clearly and in concise manner  Online lecture/
colleagues using appropriate interaction via ZOOM
communication techniques app
 Google Meet
Relationships are established
and maintained effectively
with colleagues
Work activities are performed

within the team to ensure
achievement of team goals
LO 5 Customers and colleagues  CBLM

Work in socially diverse from diverse backgrounds are  Online lecture/
environment communicated with, in all interaction via ZOOM
verbal and non-verbal forms app
 Google Meet
Cross cultural
misunderstandings are dealt
with, taking account of cultural
considerations
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Unit of Competency: PRACTICE CAREER PROFESSIONALISM
Module Title PRACTICING CAREER PROFESSIONALISM
Day 3 (8:00 AM-12:00 NN) (1:00 PM-5:00)
LO 1 Personal growth and work  CBLM

Integrate personal objectives plans are pursued towards  Online lecture/
with organizational goals improving the qualifications interaction via ZOOM
set for the profession app
 Google Meet
Intra- and interpersonal
relationships are maintained in
the course of managing oneself
based on performance
evaluation
Commitment to the
organization and its goal is
demonstrated in the
performance of duties
LO 2 Competing demands are  CBLM

Set and meet work priorities prioritized to achieve personal,  Online lecture/
team and organizational goals interaction via ZOOM
and objectives. app
 Google Meet
Resources are utilized
efficiently and effectively to
manage work priorities and
commitments
Practices along economic use

and maintenance of equipment
and facilities are followed as
per established procedures
LO 3 Trainings and career  CBLM

Maintain professional growth opportunities are identified and  Online lecture/
and development availed of based on job interaction via ZOOM
requirements app
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Recognitions are  Google Meet

sought/received and
demonstrated as proof of
career advancement
Licenses and/or certifications

relevant to job and career are
obtained and renewed
Unit of Competency:
PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
Module Title
PRACTICING OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

Day 4 (8:00 AM-12:00 NN) (1:00 PM-5:00)
Learning Outcomes
Contents
Learning Resources
LO 1
Identify hazards and risks
Safety regulations and workplace safety and hazard control practices and procedures are
clarified and explained based on organization procedures
 CBLM
 Online lecture/ interaction via ZOOM app
 Google Meet
Hazards/risks in the workplace and their corresponding indicators are identified to minimize
or eliminate risk to co-workers, workplace and environment in accordance with organization
procedures
Contingency measures during workplace accidents, fire and other emergencies are recognized
and established in accordance with organization procedures
LO 2
Evaluate hazards and risks
Terms of maximum tolerable limits which when exceeded will result in harm or damage are
identified based on threshold limit values (TLV)
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 CBLM
 Google Meet
Effects of the hazards are determined
OHS issues and/or concerns and identified safety hazards are reported to designated
personnel in accordance with workplace requirements and relevant workplace OHS
legislation
LO 3
Control hazards and risks
Occupational Health and Safety (OHS) procedures for controlling hazards/risks in workplace
are consistently followed
 CBLM
 Google Meet
Procedures for dealing with workplace accidents, fire and emergencies are followed in
accordance with organization OHS policies
Personal protective equipment (PPE) is correctly used in accordance with organization OHS
procedures and practices
Appropriate assistance is provided in the event of a workplace emergency in accordance with

established organization protocol
LO 4
Maintain OHS awareness
Emergency-related drills and trainings are participated in as per established organization
guidelines and procedures
 CBLM
Online lecture/ interaction via ZOOM app
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OHS personal records are completed and updated in accordance with workplace requirements
LO 5
Perform basic first-aid procedures
Situation is assessed in accordance with accepted practice
 CBLM
 Google Meet
Basic first-aid techniques is applied in accordance with established first-aid procedures and
enterprise policy
Details of the incident is communicated in a timely manner according to enterprise policy
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COMMON
COMPENTENCY
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Unit of Competency: DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
Module Title DEVELOPING AND UPDATE INDUSTRY

KNOWLEDGE
Day 5 (8:00 AM-12:00 NN) (1:00 PM-5:00)
LO 1 Sources of information on  CBLM

Seek information on the the industry are correctly  Online lecture/
industry identified and accessed interaction via
ZOOM app
Information to assist  Google Meet
effective work performance
is obtained in line with job
requirements
Specific information on
sector of work is accessed
and updated
Industry information is
correctly applied to day-to-
day work activities
LO 2 Informal and/or formal  CBLM

Update industry knowledge research is used to update  Online lecture/
general knowledge of the interaction via
industry ZOOM app
 Google Meet
Updated knowledge is shared
with customers and
colleagues as appropriate and
incorporated into day-today
working activities
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LO 3 Local knowledge is  CBLM

Develop and update local developed to assist queries  Online lecture/
knowledge on local/national tourism interaction via
industry ZOOM app
 Google Meet
Local knowledge is updated
using informal and/or formal
research
Contact with local

communities is maintained
LO 4 Promotional initiatives are  CBLM

Promote products and described that may be used to  Online lecture/
services to customers promote products and interaction via
services ZOOM app
 Google Meet
Selling skills are applied
according to customer needs
Unit of Competency: OBSERVE WORKPLACE HYGIENE PROCEDURES
Module Title OBSERVING WORKPLACE HYGIENE PROCEDURES
Day 6 (8:00 AM-12:00 NN) (1:00 PM-5:00)

LO 1 Potential hygiene risks are  CBLM

Follow hygiene procedures identified in line with  Online lecture/
enterprise procedures interaction via
ZOOM app
Handling and storage of  Google Meet
items are undertaken in line
with enterprise and legal
requirements
LO 2 Potential hygiene risks are  CBLM

Identify and prevent hygiene identified in line with  Online lecture/
risks enterprise procedures interaction via
ZOOM app
Action to minimize and  Google Meet
remove risks are taken within
scope of individual
responsibility of
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enterprise/legal requirements
Hygiene risks beyond the

control of individual staff
members are reported to the
appropriate person for follow
up
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Unit of Competency: PERFORM COMPUTER OPERATIONS
Module Title PERFORMING COMPUTER OPERATIONS
Day 7 (8:00 AM-12:00 NN) (1:00 PM-5:00)
LO 1 Requirements of task are  CBLM

Plan and prepare for task to determined  Online lecture/
be undertaken interaction via
Appropriate hardware and ZOOM app
software is selected  Google Meet
according to task assigned
and required outcome
Task is planned to ensure OH

& S guidelines and
procedures are followed
LO 2 Data are entered into the  CBLM

Input data into computer computer using appropriate  Online lecture/
program/application in interaction via
accordance with company ZOOM app
procedures  Google Meet
Accuracy of information is
checked and information is
saved in accordance with
standard operating
procedures
Inputted data are stored in

storage media according to
requirements
Work is performed within

ergonomic guidelines
LO 3 Correct program/application  CBLM

Access information using is selected based on job  Online lecture/
computer requirements interaction via
ZOOM app
Program/application  Google Meet
containing the information
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required is accessed
according to company
procedures
Desktop icons are correctly

selected, opened and closed
for navigation purposes
Keyboard techniques are

carried out in line with OH &
S requirements for safe use
of keyboards
LO 4 Entered data are processed  CBLM

Produce/output data using using appropriate software  Online lecture/
computer system commands interaction via
ZOOM app
Data are printed out as  Google Meet
required using computer
hardware/peripheral devices
in accordance with standard
Files and data are transferred

between compatible systems
using computer software,
hardware/ peripheral devices
in accordance with standard
LO 5 Systems for cleaning, minor  CBLM

Maintain computer maintenance and replacement  Online lecture/
equipment and systems of consumables are interaction via
implemented ZOOM app
 Google Meet
Procedures for ensuring
security of data, including
regular back-ups and virus
checks are implemented in
accordance with standard
Basic file maintenance

procedures are implemented
in line with the standard
Document systems are
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maintained
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Unit of Competency:
PERFORM WORKPLACE AND SAFETY PRACTICES
Module Title
PERFORMING WORKPLACE AND SAFETY PRACTICES

Day 8 (8:00 AM-12:00 NN) (1:00 PM-5:00)
Learning Outcomes
Contents
Learning Resources
LO 1
Follow workplace procedures for health, safety and security practices
Correct health, safety and security procedures are followed in line with legislation,
regulations and enterprise procedures
 CBLM
Breaches of health, safety and security procedures are identified and reported in line with
enterprise procedure
Suspicious behavior or unusual occurrence are reported in line with enterprise procedure
LO 1
Perform child protection duties relevant to the tourism industry

Issue of sexual exploitation of children is identified
 CBLM
National, regional and international actions are described to prevent the sexual exploitation of
children
Actions that can be taken in the workplace are described to protect children from sexual
exploitation
LO 2
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Observe and monitor people

Areas and people who require observation and monitoring is prepared
 CBLM
Observation and monitoring activities are implemented
Apprehension of offenders are determined
Offenders are arrested according to enterprise procedures
Administrative responsibilities are fulfilled
LO 3
Deal with emergency situations
Emergency and potential emergency situations are recognized and appropriate action are
taken within individual’s scope of responsibility
 CBLM
 Google Meet
Emergency procedures are followed in line with enterprise procedures
Assistance is sought from colleagues to resolve or respond to emergency situations
Details of emergency situations are reported in line with enterprise procedures
LO 4
Maintain safe personal presentation standards
Safe personal standards are identified and followed in line with enterprise requirements
 CBLM
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 Google Meet
LO 5
Maintain a safe and secure workplace
Workplace health, safety and security responsibilities are identified
 CBLM
 Google Meet
Framework to maintain workplace health, safety and security are and maintained
Procedures for identifying or assessing health, safety and security hazards and risks are
implemented
Injuries, illnesses and incidents are investigated
Organization's health, safety and security effectiveness are evaluated
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Unit of Competency: PROVIDE EFFECTIVE CUSTOMER SERVICE
Module Title PROVIDING EFFECTIVE CUSTOMER SERVICE
Day 9 (8:00 AM-12:00 NN) (1:00 PM-5:00)
LO 1 Customers are greeted  CBLM

Greet customer according to enterprise  Online lecture/
procedure interaction via
ZOOM app
Verbal and non-verbal  Google Meet
communications are
appropriate to the given
situation
Non verbal communication

are observed when
responding to customers
Sensitivity to cultural and

social differences is
demonstrated
LO 2 Appropriate interpersonal  CBLM

Identify needs of customers skills are used to ensure that  Online lecture/
customer needs are interaction via
accurately identified ZOOM app
 Google Meet
Customer needs are assessed
for urgency so that priority
for service delivery can be
identified
Customers are provided with

information
Personal limitation in
addressing customer and
colleague needs is identified
and where appropriate,
assistance is sought from
supervisor
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LO 3 Customer needs are promptly  CBLM

Deliver service to customer attended to in line with  Online lecture/
enterprise procedure interaction via
ZOOM app
Appropriate rapport is  Google Meet
maintained with customer to
enable high quality service
delivery
Opportunity to enhance the

quality of service and
products are taken wherever
possible
LO 4 Common business tools and  CBLM

Handle queries through use technology are used  Online lecture/
of common business tools efficiently to determine interaction via
and technology customer requirements ZOOM app
 Google Meet
Queries/ information are
recorded in line with
enterprise procedure
Queries are acted upon

promptly and correctly in
line with enterprise
procedure
LO 5 Guests are greeted with a  CBLM

Handle complaints/ conflict smile and eye-to-eye contact  Online lecture/
situations, evaluation and interaction via
recommendations Responsibility for resolving ZOOM app
the complaint is taken within  Google Meet
limit of responsibility and
according to enterprise
policy
Nature and details of

complaint are established and
agreed with the customer
Threats to personal safety are

identified and managed to
personal safety of customers
or colleagues and appropriate
assistance is organized
Appropriate action is taken to

resolve the complaint to the
customers satisfaction
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wherever possible
Conflict situations are

resolved within scope of
individual responsibility by
applying effective
communication skills and
according to enterprise
policy
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CORE
COMPETENCIES
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Course: FOOD AND BEVERAGE SERVICES NC II
Unit of Competency: PREPARE THE DINING ROOM/RESTAURANT AREA

FOR SERVICE
Module Title PREPARING THE DINING ROOM/RESTAURANT

AREA FOR SERVICE
Day 10-14 (8:00 AM-12:00 NN) (1:00 PM-5:00)
LO 1 Inquiries are answered  CBLM

Take table reservations promptly, clearly and  Online lecture/
accurately. interaction via
ZOOM app
Pertinent questions are asked  Google Meet
to complete the details of the
reservations.
Reservations data are

recorded on forms accurately
based on establishment’s
standards.
Details of the reservations

are repeated back and
confirmed with the party
making the reservation.
Additional information about

the food service
establishment is provided
when necessary.
LO 2 Service or waiter’s stations  CBLM

Prepare service stations and are stocked with supplies  Online lecture/
equipment necessary for service interaction via
ZOOM app
All tableware and dining  Google Meet
room equipment are cleaned,
wiped and put in their proper
places.
Special tent cards and similar

special displays are put up
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for promotion.
Cleanliness and condition of

all tables, tableware and
dining room equipment are
checked.
Water pitchers and ice

buckets are filled.
Electrical appliance or
equipment like coffee pots,
tea pots, plate warmers etc.
in the dining area are turned
on and kept ready.
Condiments and sauce

bottles are refilled and the
necks and tops of the bottles
are wiped clean and dry.
LO 3 Tables are set according to  CBLM

Set up the tables in the dining the standards of the food  Online lecture/
area service establishment. interaction via
ZOOM app
In cases where the menu is  Google Meet
pre-arranged or fixed, covers
are set correctly according to
the predetermined menu.
Tableware and glassware are

wiped and polished before
they are set up on the table
Cloth napkins are folded

properly and laid on the table
appropriately according to
napkin folding style.
Buffet or display tables are

skirted properly taking into
account symmetry, balance
and harmony in size and
design.
LO 4 Lights are adjusted according  CBLM

Set the mood/ambiance of the to time of the day  Online lecture/
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dining area Tables, chairs and other interaction via

dining room furniture are ZOOM app
arranged to ensure comfort  Google Meet
and convenience of the
guests.
Appropriate music is played

when
applicableFloors/carpets are
cleaned and made sure are
dry.
Floors/carpets are cleaned

and made sure are dry.
Air-condition or cooling
units are adjusted for the
comfort of the guests
Decorations are set-up

according to theme or
concept of the dining room
Unit of Competency: WELCOME GUESTS AND TAKE FOOD AND

BEVERAGE ORDERS
Module Title WELCOMING GUESTS AND TAKE FOOD AND

BEVERAGE ORDERS
Day 15-19 (8:00 AM-12:00 NN) (1:00 PM-5:00)

LO 1 Guests are acknowledged as  CBLM

Welcome and greet guests soon as they arrive.  Online lecture/
interaction via ZOOM
Guests are greeted with an app
appropriate welcome  Google Meet
Details of reservations are
checked based on established
standard policy
LO 2 Guests are escorted and  CBLM

seated according to table
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Seat the guests allocations  Online lecture/

Tables are utilized according app
to the number of party.  Google Meet
Guests are seated evenly
among stations to control the
traffic flow of guests in the
dining room.
Cloth napkins are opened for

the guests when applicable.
Water is served when

applicable, according to the
standards of the foodservice
facility.
LO 3 Guests are presented with the  CBLM

Take food and beverage menu according to  Online lecture/
orders established standard practice interaction via ZOOM
app
Orders are taken completely  Google Meet
in accordance with the
establishment’s standard
procedures.
Special requests and

requirements are noted
accurately.
Orders are repeated back to

the guests to confirm items.
Tableware and cutlery

appropriate for the menu
choices are provided and
adjusted in accordance with
establishment procedures.
LO 4 Orders are placed and sent to  CBLM

Liaise between kitchen and the kitchen promptly  Online lecture/
service areas interaction via ZOOM
Quality of food is checked in app
accordance with  Google Meet
establishment standards
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Tableware is checked for

chips, marks, cleanliness,
spills, and drips
Plates and/or trays are

carried out safely.
Colleagues are advised

promptly regarding readiness
of items for service
Information about special

requests, dietary or cultural
requirements is relayed
accurately to kitchen where
appropriate.
Work technology are

observed according to
establishment standard
policy and procedures
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Unit of Competency: PROMOTE FOOD AND BEVERAGE PRODUCTS
Module Title PROMOTING FOOD AND BEVERAGE PRODUCTS
Day 20-24 (8:00 AM-12:00 NN) (1:00 PM-5:00)

LO 1 Names and pronunciations of  CBLM

Know the product dishes in the menu are  Online lecture/
mastered. interaction via ZOOM
app
Ingredients of dishes are  Google Meet
memorized.
Sauces and accompaniments

are known by heart.
Descriptions of every item in

the menu are studied.
Common food allergens are

mastered to prevent serious
health consequences.
LO 2 Information about the food  CBLM

Undertake Suggestive selling items are provided in clear  Online lecture/
explanations and interaction via ZOOM
descriptions. app
 Google Meet
Items on specials or promos
are offered to assist guests
with food and beverage
selections.
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.
Standard food and beverage

pairings are recommended.
Several choices are given to
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provide more options to

guests
Descriptive words are used

while explaining the dishes to
make it more tempting and
appetizing.
Suggestive selling is carried

out discreetly so as not to be
too pushy or too aggressive.
Slow moving but highly

LO 3 profitable items are  CBLM
Carry out Upselling suggested to increase guest  Online lecture/
strategies check. interaction via ZOOM
app
Second servings of items  Google Meet
ordered are offered.
Food portion or size is

mentioned for possible
adjustments with the orders.
New items are recommended

to regular guests to
encourage them to try other
items in the menu.
Unit of Competency: PROVIDE FOOD AND BEVERAGE SERVICES TO

GUESTS
Module Title PROVIDING FOOD AND BEVERAGE SERVICES TO

GUESTS
Day 25-29 (8:00 AM-12:00 NN) (1:00 PM-5:00)

LO 1 Food orders are picked up  CBLM

Serve food orders promptly from service areas  Online lecture/
Food orders are checked for app
presentation and appropriate  Google Meet
garnish and
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accompaniments.
Food orders are served to the

guests who ordered them.
Food orders are served and

cleared with minimal
disturbance to the other
guests and in accordance to
hygienic requirements
Food orders are served in

accordance with the
enterprise serving style
standards.
Name of the dish or order is

mentioned upon serving the
guest.
Sequence of service and

meal delivery is monitored in
accordance with enterprise
procedures.
LO 2 Additional requests or needs  CBLM

Assist the diners of the guests are anticipated.  Online lecture/
Additional food and app
beverage are offered and  Google Meet
served at the appropriate
times.
Necessary condiments and

appropriate tableware are
provided based on the food
order.
Delays or deficiencies in
service are recognized and
followed up promptly based
on enterprise policy.
The “3-minute check” is

conducted to check guest ‘s
satisfaction
Children and guests with

special needs are treated with
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extra attention and care.
LO 3 Serviceware are prepared  CBLM

Perform banquet or catering and checked for  Online lecture/
food service completeness ahead of time. interaction via ZOOM
app
Tables and chairs are set up  Google Meet
in accordance with the event
requirements.
Food is served according to

general service principles
Food is handled based on

food safety procedures.
Coordinated service of meal

courses is ensured.
Assigned areas are kept

clean in accordance with
enterprise procedures.
Tables are cleared and soiled

dishes prepared to be
brought for dishwashing
after the event or function,
Number of guests being

served is noted and
monitored.
LO 4 Beverage orders are picked  CBLM

Serve Beverage Orders up promptly from the bar.  Online lecture/
Beverage orders are checked app
for presentation and  Google Meet
appropriate garnishes.
Beverages are served at

appropriate times during
meal.
Beverages are served

efficiently according to
established standards of
service.
Beverages are served at the

right temperature.
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For full bottle wine orders,

wine is opened efficiently
with minimal disturbance to
the other guests.
Wine service is carried out in

accordance with
establishment procedures.
Coffee and/or tea service is

carried out in accordance
with establishment procedure
LO 5 Bills are prepare and  CBLM

Process payments and processed accurately in  Online lecture/
receipts coordination with cashier. interaction via ZOOM
app
Amount due is verified with  Google Meet
customer
Cash and non-cash payments

are accepted and receipts are
issued.
Change is given as required.
Required documentation is
completed in accordance
with enterprise policy.
LO 6 Soiled dishes are removed  CBLM

Conclude food service and when guests are finished  Online lecture/
close down dining area with the meal. interaction via ZOOM
app
Food scraps are handled in  Google Meet
accordance with hygiene
regulations and enterprise
procedures
Equipment are cleaned and

stored in accordance with
hygiene regulations and
enterprise procedures
Tables are cleared, reset and

made ready for the next
sitting when guests are
finished with the meal.
Guests are thanked and given
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Tel. No.: 0927-678-6918/0926-592-7518
a warm farewell.
Electrical equipment are

turned off where appropriate
LO 7 Levels of intoxication of  CBLM

Manage intoxicated persons customers are determined  Online lecture/
Difficult situations are app
referred to an appropriate  Google Meet
person
Appropriate procedures are

applied to the situation and
in accordance with enterprise
policy
Legislative requirements are

applied
Unit of Competency: PROVIDE ROOM SERVICE
Module Title PROVIDING ROOM SERVICE
Day 30-34 (8:00 AM-12:00 NN) (1:00 PM-5:00)

LO 1 Telephone call is answered  CBLM

Take and process room promptly and courteously in  Online lecture/
service orders accordance with customer interaction via ZOOM
service standards. app
 Google Meet
Guests’ name is checked and
used throughout the
interaction
Details of orders are

clarified, repeated and
checked with guests for
accuracy
Suggestive selling
techniques are used.
Guests are advised of
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Tel. No.: 0927-678-6918/0926-592-7518
approximate time of delivery
Relevant information are

recorded and checked in
accordance with
establishment policy and
procedures
Room service orders

received from doorknob
dockets are interpreted
accurately
Orders are promptly

transferred and relayed to
appropriate location for
preparation.
LO 2 Room service equipment and  CBLM

Set up trays and trolleys supplies are prepared in  Online lecture/
accordance with interaction via ZOOM
establishment procedures. app
 Google Meet
Proper room service
equipment and supplies are
selected and checked for
cleanliness and condition
Trays and trolleys are set up

keeping in mind balance,
safety and attractiveness.
Room service trays or

trolleys are set up according
to the food and beverage
ordered
Orders are checked before

leaving the kitchen for
delivery
Food items are covered

during transportation to the
room
LO 3 The guest’s name is verified  CBLM

Present and serve food and on the bill before announcing  Online lecture/
beverage orders to guests the staff’s presence outside interaction via ZOOM
the door app
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Guests are greeted politely in  Google Meet

accordance with the with
establishment’s service
procedures.
Guests are asked where they

want the tray or trolley
positioned
Food orders are delivered on

the time desired by the guest.
LO 4 Guests’ accounts are checked  CBLM

Present room service account for accuracy and presented in  Online lecture/
accordance with interaction via ZOOM
establishment procedures app
 Google Meet
Cash payments are
acknowledged and then
presented to the cashier for
processing in accordance
with establishment
guidelines
For charge accounts, guests

are asked to sign the bills
LO 5 Procedure to take away the  CBLM

Clear away room service tray or trolley when the  Online lecture/
equipment guests have finished their interaction via ZOOM
meal is explained. app
 Google Meet
Floors are checked and
cleared in accordance with
establishment policy and
guidelines
Dirty trays are cleared in

accordance with the
establishment’s procedure
Trays and trolleys are

cleaned and returned to the
room service area.
Unit of Competency: RECEIVE AND HANDLE GUEST CONCERNS
Module Title RECEIVING AND HANDLING GUEST CONCERNS
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Tel. No.: 0927-678-6918/0926-592-7518
Day 35-39 (8:00 AM-12:00 NN) (1:00 PM-5:00)

LO 1 The entire story or issue of  CBLM

Listen to the complaint concern is obtained from the  Online lecture/
guest without interruption interaction via
ZOOM app
Details of the guest complaint or  Google Meet
concern are noted.
Full attention is given to the

complaining guest
Guest complaint is paraphrased

to determine if the concern is
correctly understood.
LO 2 Sincere apology is offered for  CBLM

Apologize to the guest the disservice.  Online lecture/
interaction via
Empathy is shown to the guest to ZOOM app
show genuine concern and  Google Meet
consideration.
Excuses or blaming others are

avoided.
Gratitude is expressed to the

guest for bringing the matter up
for attention.
LO 3 Appropriate action is taken  CBLM

Take proper action on the regarding guest’s concerns.  Online lecture/
complaint interaction via
The right person or department ZOOM app
who can solve the problem is  Google Meet
informed for proper action
Difficult situations or serious

concerns are elevated or referred
to higher authority.
Problem is followed-up to check

whether it solved or not
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Tel. No.: 0927-678-6918/0926-592-7518
LO 4 Complaints are documented  CBLM

Record complaint according to the establishment  Online lecture/
standard procedures interaction via
ZOOM app
Persons concerned are  Google Meet
recognized and actions taken are
recorded.
Feedback received from guests

is logged and collated.
Day 40 (8:00 AM-12:00 NN) (1:00 PM-5:00)

Demonstration  Online test/ interaction via ZOOM app
Pre-assessment Google Meet
Interview
40

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Una Skills Training and Assessment Center (UTAC) Inc.

#5 A & E Complex, San Jose Drive, Poblacion, Alaminos City, Pangasinan

Unit of Competency: PARTICIPATE IN WORKPLACE COMMUNICATION

Module Title PARTICIPATING IN WORKPLACE COMMUNICATION

Modality: Check which modality will be applied. Multi-modal is allowed.

( ) Full-online ( √ ) Blended online(√ ) Distance Learning

Day 1 (8:00 AM-12:00 NN) (1:00 PM-5:00)

Learning Outcomes Contents Learning Resources

LO 1: Specific and relevant  CBLM

Appropriate medium is used to

Appropriate non- verbal

Defined workplace procedures

Personal interaction is carried

LO 2: Simple conversations on  CBLM

Simple requests are made

Routine procedures are

Likes, dislikes and preferences

Different forms of expression

LO 3: Team meetings are attended on  CBLM

Meeting inputs are consistent

Workplace interactions are

Questions about simple routine

Meetings outcomes are

LO 4: Range of forms relating to  CBLM

Basic mathematical processes

Errors in recording information

Unit of Competency: WORK IN TEAM ENVIRONMENT

Module Title WORKING IN TEAM ENVIRONMENT

Modality: Check which modality will be applied. Multi-modal is allowed.

( ) Full-online ( √ ) Blended online(√ ) Distance Learning

Day 2 (8:00 AM-12:00 NN) (1:00 PM-5:00)

Learning Outcomes Contents Learning Resources

LO 1 The role and objective of the  CBLM

LO 2 Individual role and  CBLM

Reporting relationships within

LO 3 Effective and appropriate  CBLM

Effective and appropriate

competencies and workplace

Contribute to the development

LO 4 Information is communicated  CBLM

Work activities are performed

LO 5 Customers and colleagues  CBLM

Unit of Competency: PRACTICE CAREER PROFESSIONALISM

Module Title PRACTICING CAREER PROFESSIONALISM

Modality: Check which modality will be applied. Multi-modal is allowed.

( ) Full-online ( √ ) Blended online(√ ) Distance Learning

Day 3 (8:00 AM-12:00 NN) (1:00 PM-5:00)

Learning Outcomes Contents Learning Resources

LO 1 Personal growth and work  CBLM

LO 2 Competing demands are  CBLM

Practices along economic use

LO 3 Trainings and career  CBLM

Recognitions are  Google Meet

Licenses and/or certifications

( ) Full-online ( √ ) Blended online(√ ) Distance Learning

Effects of the hazards are determined

Appropriate assistance is provided in the event of a workplace emergency in accordance with

Online lecture/ interaction via ZOOM app

Details of the incident is communicated in a timely manner according to enterprise policy

Unit of Competency: DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

Module Title DEVELOPING AND UPDATE INDUSTRY

Modality: Check which modality will be applied. Multi-modal is allowed.

( ) Full-online ( √ ) Blended online(√ ) Distance Learning