Competency Based Learning Materials

Sector : TOURISM SECTOR (HOTEL AND RESTAURANT)

Qualification Title : FOOD AND BEVERAGE SERVICES NC II

Unit of Competency : RECEIVE AND HANDLE GUEST CONCERNS

Module Title : RECEIVING AND HANDLING GUEST CONCERNS

MANILA MONTESSORI COLLEGE INTERNATIONAL INC.

AB Fernandez Avenue corner Rizal St. Dagupan City
 HOW TO USE THIS COMPETENCY – BASED LEARNING MATERIAL

Welcome!

The unit of competency, “Receive and Handle Guest Concerns”, is

one of the competencies of FBS NC II, a course which comprises develop
and update food and beverage knowledge, contains skills and attitudes
required for trainees to complete the competency.

The module, “Receiving and Handling Guest Concerns”, contains

information and learning activities in providing a link between kitchen and
service areas and providing food and beverage services.

In this module, you are required to go through a series of learning

activities in order to complete each learning outcome. In each learning
outcome are Information Sheets, Self-Checks, Operation Sheets and
Task/Job Sheets. Follow and perform the activities on your own. If you
have questions, do not hesitate to ask for assistance from you facilitator.

Remember to:
 Work through all the information and complete the activities in
each section.
 Read information sheets and complete the self-check. Suggested
references are included to supplement the materials provided in
this module.
 Most probably, your trainer will also be your supervisor or
manager. He is there to support you and show you the correct way
of doing things.
 You will be given plenty of opportunities to ask questions and
practice on the job. Make sure you practice your new skills during
regular work shifts. This way you will improve you speed, memory
and your confidence.
 Use the Self-Checks, Operation Sheets or Task or Job Sheets at
the end of each section to test your own progress. Use the
Performance Criteria Checklist located after the sheet to check
your own performance.
 When you feel confident that you have had sufficient practice, ask
your Trainer to evaluate you. The results of your assessment will
be recorded in your Progress Chart and Accomplishment Chart.

You need to complete his module before you can perform the next
module, Provide room service
 FOOD AND BEVERAGE SERVICES NC II
COMPETENCY-BASED LEARNING MATERIALS

List of Competencies

No. Unit of Competency Module Title Code

Prepare the dining Preparing the dining

1. room/restaurant area room/restaurantTRS512387
area
for service for service

Welcome guests and Welcoming guests and

2. take food and TRS512388
take food and beverage
beverage orders orders

Promote food and Promoting food and

TRS512389
3.
beverage products beverage products

Provide food and Providing food and

4. beverage services to beverage servicesTRS512390
to
guests guests

5. Provide room service TRS512391

Providing room service

Receive and handle Receiving and handle

TRS512392
6.
guest concerns guest concerns

MODULE CONTENT
QUALIFICATION TITLE: Food and Beverage Services NC II

UNIT OF COMPETENCY: Receive and Handle Guest Concerns

MODULE TITLE : Receiving and Handling Guest Concerns

MODULE DESCRIPTOR:

This unit deals with the knowledge and skills required in receiving
and handling guest complaints.

NOMINAL DURATION :

LEARNING OUTCOMES:
At the end of this module, you MUST be able to:
1. Listen to the complaint.
2. Apologize to the guest
3. Take proper action on the complaint
4. Record complaint.

ASSESSMENT CRITERIA:
1. The entire story or issue of concern is obtained from
a. the guest without interruption.
2. Details of the guest complaint or concern are noted.
3. Full attention is given to the complaining guest.
4. Guest complaint is paraphrased to determine if the concern is
correctly understood.
5. Sincere apology is offered for the disservice.
6. Empathy is shown to the guest to show genuine concern and
consideration.
7. Excuses or blaming others are avoided.
8. Gratitude is expressed to the guest for bringing the matter up for
attention.

9. Appropriate action is taken regarding guest’s concerns.

10. The right person or department who can solve
the problem is informed for proper action.
11. Difficult situations or serious concerns are
elevated or referred to higher authority.
12. Problem is followed-up to check whether it
solved or not.

13. Complaints are documented according to the

establishment standard procedures.
14. Persons concerned are recognized and actions
taken are recorded.
15. Feedback received from guests is logged and
collated.
Pre- requisite:

Basic and Common Competencies

Learning Outcome # 1 Listening to tjhe