SESSION PLAN

Sector : TOURISM
Qualification Title : FOOD AND BEVERAGE SERVICES NCII
Unit of Competency : RECEIVE AND HANDLE GUEST CONCERNS
Module Title : RECEIVE AND HANDLE GUEST CONCERNS

Learning Outcomes
 Listen to the complaint
 Apologize to the guest
 Take proper action on the complaint
 Record complaint

A. INTRODUCTION
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.

B. LEARNING ACTIVITIES
LO 6.1: LISTEN TO THE COMPLAINT
Learning Content Methods Presentation Practice Feedback Resources Time
 Obtain the entire  Self paced/ modular  Read  Answer self-  Compare  CBLM
story of concern information check 6.1-1 with
 Note the details of sheet 6.1-1 answer
 Perform task
guest complaint key 6.1-1
or job or
 Determine give full  Refer to
operation
attention to the performa
sheet 6.1-1
guest complain nce
 criteria
checklist
5.1-1
LO 6.2: APOLOGIZE TO THE GUEST
 Offer sincere  Self paced/ modular  Read  Answer self-  Compare  CBLM
apology information check 6.2-1 with
 Show empathy and sheet 6.2-1 answer
genuine concern key 6.2-1
and consideration  Perform task  Refer to
 Avoid blaming or job or performa
others operation nce
 Express gratitude sheet 6.2-1 criteria
checklist
6.2-1
LO 6.3: TAKE PROPER ACTION ON THE COMPLAINT
 Take appropriate  Self paced/ modular  Read  Answer self-  Compare  CBLM
action to the information check 6.3-1 with
guest’s concern sheet 6.3-1 answer
 Inform the right key 6.3-1
person or  Perform task  Refer to
department that or job or performa
can solve the operation nce
problem sheet 6.3-1 criteria
 Elevate difficult checklist
situations or 6.3-1
serious concerns
 Follow-up and
check the problem

LO6.4: RECORD COMPLAINT

 Document and  Self paced/ modular  Read  Answer self-  Compare  CBLM
record complaints information check 6.4-1 with
 Receive feedback sheet 6.4-1 answer
key 6.4-1
 Perform task  Refer to
or job or performa
operation nce
sheet 6.4-1 criteria
checklist
6.4-1

ASSESSMENT PLAN
Written Test: Questions on knowledge such as:
 Enumerating the step-by-step in handling guest complain
 Enumerate the principles/standards of service

Performance Test: In the laboratory/ workshop, given the supplies and materials with the appropriate hand tools; the
trainees will:
 Perform procedural demonstration handling guest complains.
 Perform the sequence of service
D. TEACHER’S SELF-REFLECTION OF THE SESSION