SESSION PLAN

Sector : Tourism (Hotel and Restaurant)

Qualification Title : Food and Beverage Service NC II

Unit of Competency : Receive and Handle Guest Concerns

Module Title : Receiving and Handling Guest Concerns

Learning Outcomes:

LO 1. Listen to the complaint

LO 2. Apologize to the guest
LO 3. Take proper action on the complaint
LO 4. Record complaint

A. INTRODUCTION

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

LO 1: LISTEN TO THE COMPLAINT

Learning Content Methods Presentation Practice Feedback Resources Time
1.1 Listened and ● Modular/ ● Read Information ● Answer ● Compare answer ● Information 30
obtained the entire story Self-paced Sheet # 2.2-1 on Self-check # with the Answer key sheet #2.2-1 mins.
or complaint Listened and 2.2-1 # 2.2-1 ● Self-check
obtained the entire #2.2-1
story or complaint ● Answer key
#2.2-1

1.2 Paraphrased the ● Modular/ ● Read Information ● Answer ● Compare answer ● Information 30
guest complaint Self-paced Sheet # 2.2-2 on Self-check # with the Answer key sheet #2.2-2 mins.
Paraphrased the 2.2-2 # 2.2-2 ● Self-check .
guest complaint #2.2-2
● Answer
key #2.2-2
1.3 Recorded complaint ● Demonstration ● Review Task Sheet ● Perform ● Evaluate ● CBLM 1
#2.2-5 on Recorded Task Sheet # performance using hour
complaint 2.2-5 on performance criteria
Recorded checklist on # 2.2-5
complaint on Recorded
complaint
LO 2: APOLOGIZE TO THE GUEST

2.1 Showed empathy ● Modular/ ●Read Information ●Answer Self- ●Compare answer ●Information 30
towards complaining Self-paced Sheet # 2.2-3 on check # 2.2-3 with the Answer key sheet mins.
guest. Showed empathy # 2.2-3 #2.2-3
towards complaining ●self-check
guest #2.2-3
●answer
key #2.2-3
2.2 General service ● Lecture/ ● Present lesson ● Oral ● Evaluate ● PPT 30
principles/Standards of Discussion using PPT on Questioning knowledge based on ● LCD mins.
service General service answer projector
. Principles/ ● Laptop
Standards of service
2.3 Effective ● Multimedia ● Show video about ● Oral ● Feedback based ●https://www. 1
communication skills Presentation Effective Questioning on knowledge youtube.co mins.
communication skills m/watch?
v=sEzTXTR
o9L4
LO 3: TAKE PROPER ACTION ON THE COMPLAINT

3.1 Handling guests with ● Modular/ ●Read Information ●Answer Self- ●Compare answer ●Information 30
special needs Self-paced Sheet # 2.2-8 check # 2.2-8 with the Answer key sheet #2.2-8 mins.
# 2.2-8 ●self-check
#2.2-8
●answer key
 #2.2-8
3.2 Dealing with difficult ● Video ● View video on Oral Feedback based on https://www.y 30
customer/clients presentation effective way in Questioning knowledge outube.com/ mins.
Dealing with difficult watch?
customer/clients v=6muow_lC
xOY
3.3 Took action on the ●Modular/ ●Read Information ●Answer Self- ●Compare answer ●Information 1
guest complaint self-paced Sheet # 2.2-4 on check # 2.2-4 with the Answer key sheet #2.2-4 hour
Took action on the # 2.2-4 ●self-check
guest complaint #2.2-4
●answer
key #2.2-4
LO 4: 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.
C. ASSESSMENT PLAN

 Written Test
 Demonstration of Practical Skills
D. TEACHER’S SELF-REFLECTION OF THE SESSION

Prepared by: Approved by:

Jinnevie B. Fuentes Mateo A. Alin Jr.