New CBC For Food & Beverage Ncii

Food and Beverage Services NC II
COURSE TITLE FOOD AND BEVERAGE SERVICES
NOMINAL DURATION OF THE PROGRAM 356 hrs
QUALIFICATION LEVEL NC II
COURSE DESCRIPTION This course is designed to enhance the knowledge, skills

. and attitude that at person must achieve in FOOD AND
BEVERAGE SERVICES NC II in accordance with
industry standards. This is to provide food and beverage
service to guests in various food and beverage service
facilities. It covers the basic, common and core
competencies.
COURSE OUTCOMES At theend of the course, the students should be able to:
1. Participate in workplace communication;
2. Work in a team environment;
3. Practice career professionalism;
4. Practice occupational health and safety
procedures;
5. Develop and update industry knowledge;
6. Observe workplace hygiene procedures;
7. Perform computer operations;
8. Perform workplace and safety practices;
9. Provide effective customer service;
10. Prepare the dining room and restaurant area for
service
11. Welcome guests and take food and beverage
orders
12. Promote food and beverage service
13. Provide food and beverage service to guests
14. Provide Room Service
15. Receive and handle guests concerns
ENTRY REQUIREMENTS  can communicate basic English both oral and

written
 at least completed the 10 year basic education
 can perform basic mathematical computation
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COURSE STRUCTURE
No. of
Unit of Competency Module Title Module Contents Hrs
A. BASIC
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 4

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
3. Practice career 3.1 Practicing career 3.1.1 Code of conduct and code of ethics 5
professionalism professionalism 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
4. Practice 4.1 Practicing 4.1.1 Hazards and risks identification and 5
occupational health occupational health and control
and safety safety procedures 4.1.2 Organizational safety and health
procedures 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
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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
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COURSE STRUCTURE
No. of
B. COMMON  The Philippine Tourism and 2
1. Develop and update 1.1 Developing and hospitality industry
Industry Knowledge updating Industry  Information media and sources
Knowledge  Career enhancements and trainings
 Industry organization
 Industry linkage
Note: Verify and recheck
2. Observe Workplace 2.1 Observing  Workplace hygiene procedures 4
Hygiene Procedures Workplace  Waste handling management
Hygiene  Proper Cleaning of workplace
Procedures  Safety and hygiene standards
 Hygiene risks
 Food spoilage and poisoning
 Food handling and sanitation
practices
 Preventing hygiene risks
3. Perform Computer 3.1. Performing  Requirements of tasks in the 4
Operations Computer operation of computer
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 Workplace 4.1 Performing  Health, safety and security 4
and Safety Practices workplace and procedures
Safety Practices  Reporting Procedures
 Anecdotal report
 Emergency situations
 Procedures for dealing with
emergency situations
 Safety and dress codes
5. Provide Effective 5.1 Providing  Interactive communication skills 4
Customer Service Effective  Verbal and non-verbal
Customer Service communication skills
 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
 Industry practices
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 Communication Procedure
 Communication gap/barriers
 Conflict and Complaint Resolutions
 How to handle complain
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COURSE STRUCTURE
No. of
C. CORE  Take table reservations 40
1. Prepare the Dining 1.1 Preparing the  Prepare service stations and
Room and Restaurant dining room and equipment
Area for Service restaurant area  Set-up the tables in the dining area
for service  Set the mood/ambiance of the dining
area
2. Welcome Guests and 2.1 Welcoming guests  Welcome and greet guests 160
Take Food and and take food  Seats the guests
Beverage Orders and beverage  Take food and beverage orders
orders  Liaise between kitchen and service
areas
3. Promote Food 3.1 Promoting food  Know the products 90

and Beverage Products and beverage  Undertake suggestive selling
products  Carry out Upselling strategies
4. Receive and Handle 4.1 Receiving and  Listen to the complaint 10

Guests Concerns handling guests  Apologize to the guest
concerns  Take proper action on the complaint
 Record complaint
5. Provide Food and 5.1 Providing food and  Serve food orders 10
Beverage Services to beverage services  Assist the diners
Guests to guests  Perform banquet or catering food
service
 Serve beverage orders
 Conclude food and service and close
down dining area
6. Provide Room Service 6.1 Providing room  Take and process room service 10
service orders
 Set up trays and trolleys
 Present and serve food and beverage
orders to guests
 Clear away room service equipment
TOTAL 356
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COMPETENCY ANALYSIS
This table reflects the number of modules developed in a particular unit of competency
UNITS OF COMPETENCY NO. OF MODULE TOTAL

DEVELOPED
BASIC
1. Participate in Workplace Communication 1

2. Work in Team Environment 1
3. Practice Career Professionalism 1
4. Practice Occupational Health and safety Procedures 1 4
COMMON
1. Developed and Update Industry Knowledge 1

2. Observe Workplace Hygiene Procedures 1
3. Perform Computer Operations 1
4. Perform Workplace and Safety Practices 1
5. Provide Effective Customer Service 1 5
CORE
1. Prepare the Dining Room and Restaurant Area for Service 1

2. Welcome Guests and Take Food and Beverage Orders 1
3. Promote Food and Beverage Products 1
4. Receive and Handle Guests Concerns 1
5. Provide Food and Beverage Services to Guests
6. Provide Room Service 6
Total 15
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WAITERING TOOLS, MATERIALS AND EQUIPMENT

QTY DINNERWARE QTY CUTLERIES QTY GLASSWARE
24 Dinner plates, 10” 24 Dinner knives 24 Red wine glasses
Show/service 24 White wine glasses
6 24 Dinner forks
plates, 11-14”
24 Salad plates 7-8” 24 Salad knives 24 Water goblets
24 Fish plates, 8-9” 24 Salad forks 24 Juice glasses/Hi ball
Dessert plates, 7- 24 Champagne flute
24 24 Fish knives
8”
Side plates or
24 24 Fish forks 24 Collins glasses
bread plates, 6”
Soup spoons (cream Pilsner glasses/Ice tea
24 Soup plate/bowl 24 24
and consume) glasses
Cups and saucers
24 24 Dessert spoons
5-6 oz
24 Dessert forks
24 Teaspoons
24 Cocktail forks
6 Service forks
6 Service spoons
24 Steak knives
24 Butter knives
24 Oyster forks
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OTHER
QTY QTY QTY OTHER ACCESSORIES
SERVICEWARE
2 Coffee pot 4 54”X54 table cloth 2 Menu Folders
2 Tea pot 2 Table skirting cloths 2 Order pads
4 Salt and Pepper 2 Rectangular table 2 Bill folder/change trays
shakers cloths
6 service trays 4 Side towels 1 Waiter station/cabinet
8 Silver platters 30 16” x16” Cloth Table 2 Tray stand (optional)
napkin
8 Round (bar) trays
4 Tooth pick holders TABLES/CHAIRS
6 Napkin holders Square/rectangular
4
tables (4’s/6’s)
3 Sugar containers 2 round tables (8’s)
3 Creamer 36 Dining/Banquet chairs
containers
4 Sauce/gravy boats
4 Soup tureen
2 Peppermill
2 Food tongs
2 Sauce ladles
2 Soup ladles
2 Cake servers
6 Water pitchers
8 (Room Service)
Plate covers
2 Ice buckets with
tongs
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ASSESSMENT METHOD:
• Direct observation
 Demonstration, interviews, questioning
• Practical role play, oral, written test/examinations
 Portfolio, individual, group project or report
 Simulation, practical test
 Third party, case study situation
COURSE DELIVERY
 Demonstration
 Self-paced instruction
 Film viewing
 Lecture/discussion
 Simulation
 On- the -Job Training
 Group Discussion
 Lecture/Demonstration
TRAINER'S QUALIFICATION (TQ II)
 Must be a holder of National TVET Trainers Certificate (NTTC) Level I in Food and Beverage Services
NC II
 Must have at least 2 years industry experience
 Must have attended and/or has been involved in food and beverage service trainings, seminars,
conventions or related activities in the last 5 years
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BASIC COMPETENCY : COMMUNICATIONS
UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION
MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATIONS
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 hrs
QUALIFICATION LEVEL : NC II
PREREQUISITE : Receive and Respond to workplace Communication. (NCI)
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module the students/ trainees will be able to:
LO 1. Obtain and convey workplace information
LO 2. Participate in workplace meeting and discussion
LO 3. Complete relevant work related documents
LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION.
ASSESSMENT CRITERIA:
1. Specific relevant information is accessed from appropriate sources.
2. Effective questioning and active listening and speaking 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 work procedures for the location and storage of information are used.
7. Personnel interaction is carried out clearly and concisely.
CONTENTS:
1. Parts of speech
2. Sentence construction
3. Effective communication
4. Conduct interviews
CONDITIONS:
The students/ trainees must be provided with the following:
1. Writing materials (pen & paper)
2. References (books)
3. Manuals
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METHODOLOGIES:
1. Group discussion
2. Interaction
3. Lecture
4. Reportorial
ASSESSMENT METHOD:
1. Demonstrations
2. Observations
3. Interviews/Questioning
LO2. PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSION
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
5. Questions about simple routine workplace procedures and maters concerning working
conditions of employment are asked and responded to
6. Meetings outcomes are interpreted and implemented
CONTENTS:
1. Sentence construction
2. Technical writing
3. Recording information
CONDITIONS:
1. Writing materials (pen, pencil & paper)
2. References (books)
3. Manuals
METHODOLOGIES:
1. Group discussion
2. Interaction
3. Lecture
4. Plant tour/symposium
ASSESSMENT METHOD:
1. Demonstrations
2. Observations
3. Interviews/Questioning
L03. COMPLETE RELEVANT WORK RELATED DOCUMENTS.
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 process 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.
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CONTENTS:
1. Basic mathematics
2. Technical writing
3. Types of forms
CONDITIONS:
The students/trainees must be provided with the following:
1. Paper
2. Pencils / ball pen
3. Reference books
4. Manuals
METHODOLOGIES:
1. Group discussion
2. Interaction
3. Lecture
ASSESSMENT METHOD:
1. Written test
2. Practical/Performance test
3. Interview
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BASIC COMPETENCY : TEAM WORK
UNIT OF COMPETENCY : WORK IN A 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.
SUGGESTED DURATION : 4 Hours
QUALIFICATION LEVEL : NC II
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.
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:
1. Team role.
2. Relationship and responsibilities
3. Role and responsibilities with team environment.
4. Relationship within a team.
CONDITIONS:
1. SOP of workplace
2. Job procedures
3. Client / supplier instructions
4. Quality standards
5. Organizational or external personnel
METHODOLOGIES:
1. Group discussion/interaction
2. Case studies
3. Simulation
ASSESSMENT METHODS:
1. Written test
2. Observation
3. Simulation
4. Role playing
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LO2. DESCRIBE WORK AS A TEAM MEMBER
1. Appropriate forms of communication and interactions are undertaken.

2. Appropriate contributions to complement team activities and objectives were made.
3. Reporting using standard operating procedures followed.
4. Development of team work plans based from role team were contributed.
CONTENTS:
1. Communication process
2. Team structure / team roles
3. Group planning and decision making
CONDITIONS:
The students I trainees must be provided with the following:

1. SOP of workplace
2. Job procedures
3. Organization or external personnel
METHODOLOGIES:
1. Group discussion/interaction
2. Case studies
3. Simulation
ASSESSMENT METHOD:
1. Observation of work activities

2. Observation through simulation or role play
3. Case studies and scenarios.
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BASIC COMPETENCY : CAREER PREPARATION
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.
NOMINAL DURATION : 5 hours
CERTIFICATE LEVEL : NC II
Upon completion of the module, the trainees/ students should be able to
LO 1. Integrate personal objectives with organizational goals

LO 2. Set and meet work priorities
LO 3. Maintain professional growth and development
LO 1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS
1. Pursue personal growth and work plan towards improving qualifications set for profession
2. Maintain intrapersonal and interpersonal relationships in the course of managing self, based on
performance evaluation.
3. Commitment to the organization and its goal is demonstrated in the performance of duties
CONTENTS:
1. Code of conduct and code of ethics
2. Personal hygiene
3. Interpersonal and intrapersonal skills
4. Communication skills
5. Fundamental rights at work
6. Company procedures and standards
CONDITIONS:
Student/ trainee must be provided with the following:
Tools Equipment Materials/ Supplies
simulated laboratory room case studies
electronic learning device prints and media
Computer
television and video set
METHODOLOGY:
1. Video presentation
2. Discussion
3. Research
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ASSESSMENT METHOD:
1. Interview - oral
2. Written test
3. Observation
LO 2. SET AND MEET WORK PRIORITIES
1. Completing demands are prioritized to achieve personal, team and organizational goals and
objectives
2. Resources are utilized efficiently and effectively to manage with priorities and commitments
3. Practice long economic use and maintenance equipment and facilities are followed as per established
procedures.
CONTENTS:
1. Work values and ethics

2. Company policies
3. Company operating procedures and standards
4. Gender and Development
5. Personal Hygiene
CONDITIONS:
Tools Equipment Materials/ Supplies

assessment tools for case studies simulated laboratory room case studies
electronic learning device prints and media
Computer Workplace/ location assessment
television and video set
METHODOLOGY:
1. Lecture/ Discussion
2. Research/ project
ASSESSMENT METHOD:
1. Interview - oral
2. Written
3. Portfolio assessment
4. Simulation
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LO 3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT
1. Trainings and career opportunities are identified and availed of based on job requirements
2. Recognitions are sought/ received and demonstrated as proof of career advancement
3. Obtain and renew licenses and/ or certifications relevant to job and career
CONTENTS:
1. Certifications and licenses appreciation

2. Participate in training programs
3. Awards/ rewards
CONDITIONS:
1. Materials/ Supplies
2. Certificates and licenses
3. pen and paper
METHODOLOGY:
1. Film viewing
2. Lecture
3. Group Discussion
4. Research
5. Simulated training workshops
ASSESSMENT METHOD:
1. Interview - oral
2. Written
3. Observation
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BASIC COMPETENCY : HEALTH AND MAINTENANCE STANDARDS

UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes required to
comply with the regulatory and organizational requirements for
occupational health and safety such as identifying, evaluating and
maintaining OHS awareness.
NOMINAL DURATION : 5 hours
Upon completion of this module, the trainee/student must be able to:

LO1. Evaluate hazards and risks
LO2. Control hazards and risks
LO3. Maintain occupational health and safety awareness
LO1. EVALUATE 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:
1. TLV table
2. Phil OHS Standards
3. Effects of hazards in the workplace
4. Ergonomics
5. EGG Regulations
CONDITIONS:

1. Hand outs on
• Phil. OHS Standards
• Effects of hazards in the workplace
• Ergonomics
• EGG regulations
2. TLV Table
3. CD’s, VHS tapes, transparencies
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METHODOLOGIES:
1. Interactive -lecture
2. Situation Analysis
3. Symposium
4. Film viewing
5. Group Dynamics
ASSESSMENT METHOD:
1. Interview
2. Written Exam
3. Simulation
LO 2. CONTROL HAZARDS AND RISKS
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 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:
1. Safety Regulations
 Clean Air Act
 Electrical and Fire Safety Code
 Waste management
 Disaster Preparedness and Management
2. Contingency Measures and Procedures
CONDITIONS:
The students/trainees must be provided with the following

1. Hand outs on
 Safety Regulations
- Clean Air Act
- Electrical and Fire Safety Code
- Waste management
- Disaster Preparedness and Management
 Contingency Measures and Procedures
2. OHS Personal Records
3. PPE
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METHODOLOGIES:
2. Symposium
3. Film Viewing
4. Group Dynamics
5. Self pace
ASSESSMENT METHOD:
1. Written
2. Interview
3. Case/Situation Analysis
4. Simulation
LO3. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS
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:
1. Operational health and safety procedure, practices and regulations

2. Emergency-related drills and training
CONDITIONS:

1. Workplace
2. PPE
3. OHS personal records
5. Health record
METHODOLOGIES:
2. Simulation
3. Symposium
4. Film Viewing
5. Group Dynamics
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ASSESSMENT METHOD:
1. Demonstration
2. Interview
3. Written Exam
4. Portfolio Assessment
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COMMON COMPETENCY : INDUSTRY RELATION and INFORMATION
UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
MODULE TITLE : DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes
required to access, increase and update industry
knowledge.
NOMINAL DURATION : 2 Hrs.
Upon completion of this module, the trainees/students should be able to:
LO 1. Seek information on the industry

LO 2. Update continuously relevant industry knowledge
LO 1. Seek information on the industry
1. Sources of information on the industry are correctly identified and accessed

2. Specific information on sector of work is accessed and updated
CONTENTS:
Information sources
1. media
2. reference book
3. libraries
4. union
5. industry association
6. industry journals
7. internet
8. personal observation and experience
CONDITIONS:
1. proper hygiene procedure manuals

3. internet
4. personal computer
5. reference book
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METHODOLOGY:
1. Lecture
2. Group discussion
3. Individual/group assignment
ASSESSMENT METHODS:
1. Interviews/questioning
2. Individual /group project or report
3. Practical demonstration
LO 2. Update continuously relevant industry knowledge
1. Updated knowledge is shared with customer and colleagues as appropriate and

incorporatedinto day to day working activities.
2. Informal and or Formal research is use to update general knowledge of the industry.
CONTENTS:
Information sources
1. media
2. reference book
3. libraries
4. union
5. industry association
7. internet
8. personal observation and experience
CONDITIONS:
1. internet
2. personal computer
3. reference book
METHODOLOGY:
1. Lecture
2. Group discussion
ASSESSMENT METHODS
2. Individual /group project or report
3. Practical demonstration
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COMMON COMPETENCY : HYGIENE PROCESSES
UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES
MODULE TITLE : OBSERVING WORKPLACE HYGIEN PROCEDURES
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes in
observing workplace hygiene procedures.
LO 1. Follow hygiene procedure

LO 2. Identify and prevent hygiene risks
LO 1. Follow hygiene procedure
1. Workplace hygiene procedure 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
1. safe and hygienic handling of food and beverage
2. regular hand washing
3. correct food storage
4. appropriate and clean clothing
5. avoidance of cross-contamination
6. safe handling disposal of linen and laundry
7. appropriate handling and disposal of garbage
8. cleaning and sanitizing procedures
9. personal hygiene
CONDITIONS:
1. Proper food handling and storage

2. Correct work practices
3. Proper waste disposal
4. Personal hygiene
5. Pest control
6. Principles of HACCP
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METHODOLOGY:
1. Lecture
2. Group Discussion
ASSESSMENT METHODS:
2. Demonstration
3. Individual/group project or report
LO 2. Identify and respond to hygienic risk
1. Potential hygiene risks are identified in line with enterprise procedures

2. Action to minimize and remove hygiene risk are taken within scope of individual
responsibility of enterprise/legal requirements
3. Hygiene risk beyond the control of individual staff members are reported to appropriate
person for follow up
CONTENTS:
Types of hygiene risks

1. cleaning
2. housekeeping
3. food handling
4. vermin
5. airborne dust
CONDITIONS:
1. Proper hygiene procedure manuals

2. Soap
3. Sanitizer
4. Hygiene products
METHODOLOGY:
1. Lecture
2. Group Discussion
ASSESSMENT METHODS
2. Demonstration
3. Individual/group project or report
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COMMON COMPETENCY : COMPUTER OPERATIONS
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.
:
SUGGESTED DURATION 4 hrs
LEVEL OF QUALIFICATION : NC II
At the completion of the module the trainees/students should be able to:
LO 1. Plan and prepare the task to be undertaken

LO 2 Input data into the computer
LO 3. Access information using computer
LO 4. Produce output data using computer system
LO 5. Maintain computer equipment and system
LO 1: PLAN AND PREPARE THE TASK TO BE UNDERTAKEN
 Requirements of the task undertaken are determine and properly understood

 Appropriate hardware and software is selected in accordance with the task assigned and
required outcome
 Planned tasked conformed with the OHS guidelines and procedures
CONTENTS:
Hardware and peripheral devices
 Types of computers and basic features of different operating systems
 Plain parts of a computer
 Storage devices and basic categories of memory
 Types of software
 Computer capacity
 OHS Guidelines
 Computer Capacity
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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
METHODOLOGY:
 Self paced/modular
 Demonstration
 Small group discussion
 Distance education
ASSESSMENT METHODS
 Written/Oral examination
 Practical demonstration
LO 2. INPUT DATA INTO THE COMPUTER
1. Entered data into the computer using appropriate program/application is in accordance

with company procedures
2. Accuracy of information is checked in accordance with the standard operating
procedures
3. Information is saved in accordance with the standard operating procedures
4. Inputted data that are stored in the storage media are in accordance with the
requirements
5. Work is performed within the ergonomic guidelines
mdg(12/10/14) 28
CONTENTS:
 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
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS
LO 3. ACCESS INFORMATION USING COMPUTER
 Correct program/application is selected based on job requirements
 Program/application containing the information required is accessed in accordance with

the company procedures
 Desktop icons are correctly selected, opened and closed for navigation purposes.
 Keyboard techniques is carried out in line with OHS requirements for safe use of
keyboards
CONTENTS:
 Procedures/Techniques in Accessing Information
mdg(12/10/14) 29
 Desktop Icons
 Keyboard Techniques Based on OHS Requirements
CONDITION:
- personal computer
- network system
- printer
- scanner
- keyboard
- mouse

- office supplies
- diskettes
- CDs
- Zip disks
 Tools
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS
LO 4. PRODUCE OUTPUT DATA USING COMMUNICATION SYSTEM
 Entered data is processed using appropriate software commands
 Printed out data as required using computer hardware/peripheral devices is in

accordance with standard operating procedures
 Transferred files/data between compatible systems using computer software,

hardware/peripheral devises is in accordance with standard operating procedures
CONTENTS:
 Software Commands
 Operation and Use of Peripheral Devices
 Procedures in Transferring Files/Data
mdg(12/10/14) 30
CONDITION:
- personal computer
- network system
- printer
- scanner
- keyboard
- mouse

- office supplies
- diskettes
- CDs
- Zip disks
 Tools
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS
LO 5. MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS
 Cleaning, minor maintenance and replacement of consumables are implemented in
accordance with standard operating procedures
 Procedures for ensuring security of data including regular back-ups and virus checks are
implemented in accordance with standard operating procedures
 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
mdg(12/10/14) 31
 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
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS
mdg(12/10/14) 32
COMMON COMPETENCY : SAFETY PROCEDURES
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.
LO 1. Practice workplace procedures for health, safety and security procedures

LO 2. Deal with emergency situations
LO 3. Maintain safe personal presentation standards
LO 1. Practice workplace procedures for health, safety and security procedures
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 procedure
CONTENTS:
• Health, safety and security procedures
• Breaches procedures
CONDITIONS:
 Manuals
 Handbook safety and security
 Report (sample)
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS
mdg(12/10/14) 33
LO 2. Deal with emergency situations
1. Emergency and potential emergency situations are recognized and appropriate action are
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
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS
 Observation
LO 3. Maintain safe personal presentation standards
1. Safe personal standards are identified and followed in line with enterprise requirements
CONTENTS:
 5’s Principles
CONDITIONS:
 soft brooms
 duster
 organizers
 labeling materials
 markers
mdg(12/10/14) 34
METHODOLOGY:
 Self paced/modular
 Demonstration
 Small group discussion
 Distance education
ASSESSMENT METHODS
 Written/Oral examination
 Practical demonstration
 Observation
mdg(12/10/14) 35
COMMON COMPETENCY : COSTUMER RELATION
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.
NOMINAL DURATION : 4 hrs.
Upon completion of this module, the trainee/student must be able to:
LO 1. Greet customer, apply effective verbal and non-verbal communication skills and to respond
to customer needs
LO 2. Deliver service to customer
LO 3. Handle queries through telephone, fax machine, internet and e-mail
LO 4. Handle customer’s complaints, evaluation and recommendations
LO 1. Greet customer, apply effective verbal and non-verbal communication skills and to
respond to customer needs
1. Standard Operating Procedures (SOP) when greeting the guest were followed
2. Information were properly disseminated
3. Use interactive communication with others
CONTENTS:
 Personality development and public relations

 Basic oral communication/ writing memos and letters
 Preparing job documentation
 Following instructions
 Filling-out forms
CONDITIONS: Students/Trainees must be provided with the following:
Tools Equipment Materials

Recorder Video Camera recorder V8 tape
Microphone, telephone Television, fax machine CD
Full-body mirror VHS/DVD Player Make=up kit
Company dress References:
Books, brochures, manuals
mdg(12/10/14) 36
Methodology :
 Modular (self-pace learning)

 Electronic Learning
 Industry Immersion
 Demonstration
 Film-viewing
Assessment Method:
 Interview (oral/questionnaire)
 Observation
 Demonstration of Practical Skills
LO 2. Deliver service to customer
1. Customer needs are promptly attended to in line with enterprise procedure

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 wherever possible
CONTENTS:
 Food and culture

 Exploration of food trends
- Past, present and future trend
 Communication standards in customer service

Microphone, telephone Television, fax machine CD
Company dress References:
Books, brochures, manuals
Methodology :

 Demonstration
 Film-viewing
Assessment Method:
 Observation
mdg(12/10/14) 37
LO 3. Handle queries through telephone, fax machine, internet and e-mail
4.1 Use telephone, computer, fax machine, internet efficiently to determine customer
requirements
4.2 Queries/information are recorded in line with enterprise procedure
4.3 Queries are acted upon promptly and correctly in line with enterprise procedure
CONTENTS:
 Uses of telephone, fax machine, internet and e-mail

 Telephone and electronic mail ethics
 Procedures in handling queries

Microphone, telephone Television CD
Company dress Fax machine References:
Computer with printer and Books, brochures, manuals
internet connection
Methodology :

 Demonstration
 Film-viewing
Assessment Method:
 Observation
LO 4. Handle customer’s complaints, evaluation and recommendations
1. Interview skills
2. Skills in handling customer complaints
3. Guidelines in handling complaints were identified
4. Complaints were evaluated and resolved based on its nature, details and degree of liability
CONTENTS:
 Guidelines in handling complaints
mdg(12/10/14) 38
 Procedures in responding and resolving complaints


Microphone, telephone Television CD
Company dress Fax machine References:
Computer with printer and Books, brochures, manuals
internet connection
Methodology:

 Demonstration
 Film-viewing
Assessment Method:
 Observation
mdg(12/10/14) 39
UNIT OF COMPETENCY : PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE
MODULE TITLE : Preparing the dining room and restaurant area for service
MODULE DESCRIPTION : 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.

LO 1. Take table reservation

LO 2. Prepare service stations and equipment
LO 3. Set-up the tables in the dining area
LO 4. Set the mood/ambiance of the dining area
LO 1. Take tables reservation
1. Inquiries are answered promptly, clearly and accurately.

2. Pertinent questions are asked to complete the details of the reservations.
3. Reservations data are recorded on forms accurately based on establishment’s standards.
4. Details of the reservations are repeated back and confirmed with the party making the
reservation.
5. Additional information about the foodservice establishment is provided when necessary.
CONTENTS:
 Telephone Ethics
 Reservation Processes
 Food Service Operations
 Profile of the establishment (if necessary)
CONDITION:
The trainee / student must be provided with the following:

 Reservations forms/cards
 Log book
 Pen
 Telephone, fax machine, internet
 Computer
mdg(12/10/14) 40
METHODOLOGY:
 Lecture
 Discussion
 Film viewing
 Demonstration
ASSESSMENT METHOD:
 Oral examination
 Written examination
 Performance test
LO 2. Prepare service stations and equipment
1. Service or waiter’s stations are stacked with supplies necessary for service.
2. All tableware and dining room equipment are cleaned, wiped and put in their proper
places.
3. Special tent cards and similar special displays are put up for promotion.
4. Cleanliness and condition of all tables, tableware and dining room equipment are checked.
5. Water pitchers and ice buckets are filled.
6. Electrical appliance or equipment like coffee pots, tea pots, plate warmers etc. in the dining
area are turned on and kept ready.
7. Condiments and sauce bottles are refilled and the necks and tops of the bottles are wiped
clean and dry.
CONTENTS:
 Completed and prepared service or waiter’s station

 Cleanliness and conditions of equipment, utensils and supplies
CONDITION:
 Table and chairs
 Dinner fork
 Table cloth, placemats, table napkins
 Salt and pepper shakers
 Different types of
Dinnerware/chinaware
Glassware
Silverware/flatware
Holloware
 Dining room/restaurant equipment
Service tray stands
Gueridon
Cake display
Refrigerators/chillers
Coffee makers/machines
Point of Sales (POS)
Wine service equipment
mdg(12/10/14) 41
METHODOLOGY:
 Lecture
 Discussion
 Film viewing
 Demonstration
ASSESSMENT METHOD:
LO 3. Set – up tables in the dining area
1. Tables are set according to the standards of the foodservice establishment.
2. In cases where the menu is prearranged or fixed, covers are set correctly according to the
predetermined menu.
3. Tableware and glassware are wiped and polished before they are set up on the table.
4. Cloth napkins are folded properly and laid on the table appropriately according to napkin folding
style.
5. Buffet or display tables are skirted properly taking into account symmetry, balance and harmony in
size and design.
CONTENT:
 Completeness of table set-up

 Balance and uniformity of utensils uses
 Order of the utensils
 Eye appeal
 Timeliness
CONDITION:
 Tables/chairs
 Linens/table napkins
 Dinner ware/china ware
 Glass ware
 Silver ware/flatware
 Hollowware
 Flower arrangement (fresh/artificial)
 Menu folders
 Order Slips
 Wine list
 Condiments
 Toothpicks
 Table cloth/placemats
 Salt and pepper shackers
mdg(12/10/14) 42
METHODOLOGY:
 Lecture
 Discussion
 Film viewing
 Demonstration
ASSESSMENT METHOD:
LO 4. Set the mood/ambiance of the dining area
1. Lights are adjusted according to time of the day.
2. Tables, chairs and other dining room furniture are arranged to ensure comfort and convenience of
the guests.
3. Appropriate music is played when applicable
4. Floors/carpets are cleaned and made sure are dry.
5. Air-condition or cooling units are adjusted for the comfort of the guests
6. Decorations are set-up according to theme or concept of the dining room.
CONTENT:
 Set up tables according to predetermined mune

 Performed different table skirting and napkin folding styles
CONDITION:
 Tables/chairs
 Glass ware
 Hollowware
 Menu folders
 Order Slips
 Wine list
 Condiments
 Toothpicks
METHODOLOGY:
 Lecture
 Discussion
 Film viewing
 Demonstration
mdg(12/10/14) 43
ASSESSMENT METHOD:
mdg(12/10/14) 44
UNIT OF COMPETENCY : WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
MODULE TITLE : Welcoming guests and taking food and beverage orders
MODULE DESCRIPTION : 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.

1. Welcome and greet guests

2. Seat the guest
3. Take food and beverage orders
4. Liaise between kitchen and service areas
LO 1. Welcome and greet guests
1. Guests are acknowledged as soon as they arrive.
2. Guests are greeted with an appropriate welcome.
3. Details of reservations are checked based on established standard policy.
CONTENTS:
 Basic Communication Skills
 Welcome and greet guest procedures
CONDITIONS:
The trainee must be provided with the following:
 Guidelines
 Company rules and regulations
 Simulated environment
METHODOLOGY:
 Lecture-Discussion
 Demonstration
 Role Play
ASSESSMENT METHODS:
 Simulation
 Practical test with oral questioning
mdg(12/10/14) 45
LO 2. Seat the guests
1. Guests are escorted and seated according to table allocations

1. Tables are utilized according to the number of party.
2. Guests are seated evenly among stations to control the traffic flow of guests in the dining
room.
3. Cloth napkins are opened for the guests when applicable.
4. Water is served when applicable according to the standards of the food service facility.
CONTENT:
 Basic Communication Skills
 Seating of guest procedures
CONDITION:
The student/trainee must be provided with:
 Guidelines
 Company rules and regulations
 Simulated environment
METHODOLOGY:
 Demonstration
 Role Play
ASSESSMENT METHODS:
 Simulation
LO 3. Take food and beverage orders
1. Guests are presented with the menu according to established standard practice.
2. Orders are taken completely in accordance with the establishment’s standard procedures.
3. Special requests and requirements are noted accurately.
4. Orders are repeated back to the guests to confirm items.
5. Tableware and cutlery appropriate for the menu choices are provided and adjusted in
accordance with establishment procedures.
CONTENT:
 Sequence of food service
 Basic menu types
 Order taking procedures
 Principles of promotion and selling
 Suggestive selling techniques
 Product and service knowledge
CONDITIONS:
The student/trainee must be provided with:
Different order taking systems
Different menu forms
mdg(12/10/14) 46
METHODOLOGY:
 Demonstration
 Role Play
ASSESSMENT METHODS:
 Simulation
LO 4. Liaise between kitchen and service areas
1. Orders are placed and sent to the kitchen promptly.
2. Quality of food is checked in accordance with establishment standards
3. Tableware is checked for chips, marks, cleanliness, spills, and drips
4. Plates and/or trays are carried out safely.
5. Colleagues are advised promptly regarding readiness of items for service
6. Information about special requests, dietary or cultural requirements is relayed accurately to
kitchen where appropriate.
7. Work technology are observed according to establishment standard policy and procedures
CONTENT:
 Workflow structures within a food and beverage service location
 Communication and interpersonal skills
 Roles and responsibilities in the food service team
CONDITIONS:
 Tables/chairs
 Glass ware
 Hollowware
 Menu folders
 Order Slips
 Wine list
 Condiments
 Toothpicks
METHODOLOGY:
 Demonstration
 Role Play
ASSESSMENT METHODS:
 Simulation
mdg(12/10/14) 47
UNIT OF COMPETENCY : PROMOTE FOOD AND BEVERAGE PRODUCTS
MODULE TITLE : Promoting food and beverage products
MODULE DESCRIPTION : This unit deals with the knowledge and skills required in providing
advice to customers on food and beverage products in foodservice
enterprises.

LO 1. Know the product

LO 2. Undertake subjective selling
LO 3. Carry out upselling strategies
LO 1. Know the product
1. Names and pronunciations of dishes in the menu are mastered.
2. Ingredients of dishes are memorized.
3. Sauces and accompaniments are known by heart.
4. Descriptions and of every item in the menu are studied.
5. Common food allergens are mastered to prevent serious health consequences.
CONTENT:
Information about the food may include:
 Cooking method
 Serving portions
 Tastes and flavors
 Ingredients including food allergens
 Cooking time
 Side dishes
CONDITION:
The student/trainee must be provide with the following:
 Book reference
 Different types of menus and dishes (traditional and international)
METHODOLOGY:
 Demonstration
 Role Play
ASSESSMENT METHODS:
 Simulation
mdg(12/10/14) 48
LO 2. Undertake suggestive selling
1. Information about the food items are provided in clear explanations and descriptions.
2. Items on specials or promos are offered to assist guests with food and beverage selections.
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.
4. Standard food and beverage pairings are recommended.
5. Several choices are given to provide more options to guests
6. Descriptive words are used while explaining the dishes to make it more tempting and
appetizing.
7. Suggestive selling is carried out discreetly so as not to be too pushy or too aggressive.
CONTENT:
 Basic Communication skills
 Principles of promotion and selling
CONDITION:
 Book reference
METHODOLOGY:
 Demonstration
 Role Play
ASSESSMENT METHODS:
 Simulation
LO 3. Carry out upselling strategies
1. Slow moving but highly profitable items are suggested to increase guest check.
2. Second servings of items ordered are offered.
3. Food portion or size is mentioned for possible adjustments with the orders.
4. New items are recommended to regular guests to encourage them to try other items in the
menu.
CONTENT:
 Suggestive selling techniques
 Product and service knowledge
CONDITION:
 Book reference
METHODOLOGY:
 Demonstration
 Role Play
mdg(12/10/14) 49
ASSESSMENT METHODS:
 Simulation
mdg(12/10/14) 50
UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
MODULE TITLE : Providing food and beverage services to guests
MODULE DESCRIPTION : 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.

LO 1. Serve food orders

LO 2. Assist the diners
LO 3. Perform banquet or catering food service
LO 4. Serve beverage orders
LO 5. Conclude food service and close down dining area
LO 1. Serve food orders
1. Food orders are picked up promptly from service areas.
2. Food orders are checked for presentation and appropriate garnish and accompaniments.
3. Food orders are served to the right guests who ordered them.
4. Food orders are served and cleared with minimal disturbance to the other guests and in
accordance to hygienic requirements.
5. Food orders are served in accordance with the enterprise serving style standards.
6. Name of the dish or order is mentioned upon serving the guest.
7. Sequence of service and meal delivery is monitored in accordance with enterprise
procedures.
CONTENT:
 Performed the various types of food service
 Demonstrate service principles
 Serving food orders (a la carte, a la carte find dining with wine
service)
 Safety practices and precautionary measures in serving guest
orders
CONDITION:
Trainee must be provided with the following:
 Different kinds of tableware, dinnerware, glassware, flatware, holloware
 Wines (unopened bottles)
 Bar tools
mdg(12/10/14) 51
METHODOLOGY:
 Lecture
 Discussion
 Role play
ASSESSMENT METHOD:
 Practical test
 Oral questioning
LO 2. Assist the diners
1. Additional requests or needs of the guests are anticipated
2. Additional food and beverage are offered and served at the appropriate times
3. Necessary condiments and appropriate tableware are provided based on the food order
4. Delays or deficiencies in service are recognized and followed up promptly based on
enterprise policy
5. Water, bread, and butter are replenished when required
6. Children and guests with special needs are treated with extra attention and care.
CONTENT:
 How to take additional requests or needs of the guests
 Described how to handle guests with special needs
CONDITION:
 Bar tools
METHODOLOGY:
 Lecture
 Discussion/demonstration
 Role play/film viewing
ASSESSMENT METHOD:
 Practical test
 Oral questioning
LO 3. Perform banquet or catering food service
1. Service ware are prepared and checked for completeness ahead of time.
2. Tables and chairs are set up in accordance with the event requirements.
3. Food is served according to general service principles.
4. Food is handled based on food safety procedures.
5. Coordinated service of meal courses is ensured.
6. Assigned areas are kept clean in accordance with enterprise procedures.
7. Tables are cleared and soiled dishes prepared to be brought for dishwashing after the event
or function,
8. Number of guests being served is noted and monitored.
mdg(12/10/14) 52
CONTENT:
 Different food service styles
 Different banquet service
 General service principles
CONDITION:
 Bar tools
METHODOLOGY:
 Lecture
ASSESSMENT METHOD:
 Oral or written examination
 Practical test
LO 4. Serve beverage orders
1. Beverage orders are picked up promptly from the bar.
2. Beverage orders are checked for presentation and appropriate garnishes.
3. Beverages are served at appropriate times during meal time.
4. Beverages are served efficiently according to established standards of service.
5. Beverages are served at the right temperature.
6. For full bottle wine orders, wine is opened efficiently with minimal disturbance to the other
guests.
7. Wine service is carried out in accordance with establishment procedures.
CONTENT:
 Wine knowledge and service
 Presenting and opening wines
 Beverage services
CONDITION:
 Bar tools
METHODOLOGY:
 Lecture
ASSESSMENT METHOD:
mdg(12/10/14) 53

 Practical test
LO 5. Conclude food service and close down dining area
1. Soiled dishes are removed when guests are finished with the meal.
2. Bills are prepared and processed accurately in coordination with the cashier.
3. Bills are presented when the guest asks for it.
4. Payment is acknowledged as soon as it is received.
5. Tables are cleared, reset and made ready for the next sitting when guests are finished with
the meal.
6. Guests are thanked and bided farewell warmly.
7. Electrical equipment are turned off where appropriate.
CONTENT:
 Bussing and cleaning table
 Preparing and presenting the bill
 Procedures in re-setting table
 Safety practices in re-setting table
 Guest etiquette
CONDITION:
 Bar tools
METHODOLOGY:
 Lecture
ASSESSMENT METHOD:
 Practical test
mdg(12/10/14) 54
UNIT OF COMPETENCY : PROVIDE ROOM SERVICE
MODULE TITLE : Providing room service
MODULE DESCRIPTION : 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.

LO 1. Take and process room service orders

LO 2. Set up trays and trolleys
LO 3. Present and service food and beverage orders to guests
LO 4. Present room service account
LO 5. Clear away room service equipment
LO 1. Take and process room service orders
1.Telephone call is answered promptly and courteously in accordance with customer service
standards.
2.Guests’ name is checked and used throughout the interaction
3.Details of orders are clarified, repeated and checked with guests for accuracy
4.Suggestive selling techniques are used.
5.Guests are advised of approximate time of delivery
6.Relevant information are recorded and checked in accordance with establishment policy and
procedures
7.Room service orders received from doorknob dockets are interpreted accurately.
8. Orders are promptly transferred and relayed to appropriate location for preparation.
CONTENT:
 Listening and Basic Communication Skills
 Taking room service orders
 Presenting and serving room service orders
CONDITION:
The student/trainee must be provided with the following:
 Telephone
 Pen and paper
 Guidelines
 Instructions
METHODOLOGY:
 Lecture-discussion
 Demonstration
 Role playing
mdg(12/10/14) 55
ASSESSMENT METHOD:
 Written or oral test
 Practical test
LO 2. Set up trays and trolleys
1.Room service equipment and supplies are prepared in accordance with establishment procedures.
2.Proper room service equipment and supplies are selected and checked for cleanliness and condition.
3.Trays and trolleys are set up keeping in mind balance, safety and attractiveness.
4.Room service trays or trolleys are set up according to the food and beverage ordered
5.Orders are checked before leaving the kitchen for delivery.
6.Food items are covered during transportation to the room.
7. Food orders are delivered on the time desired by the guest.
CONTENT:
1. Setting up trays and trolleys
CONDITION:
 Trays and trolleys
 Toasters
 Tableware and appointments
 Warming equipment
 Linen
 Printed materials
 Butters
 Condiments
 Cutlery
 Glassware
 Beverages
METHODOLOGY:
 Demonstration
 Role playing
ASSESSMENT METHOD:
 Practical test
LO 3. Present and serve food and beverage orders to guests
1.The guest’s name is verified on the bill before announcing the staff’s presence outside the door.
2.Guests are greeted politely in accordance with the with establishment’s service procedures.
3.Guests are asked where they want the tray or trolley positioned.
4.Service is fast and discrete
CONTENT:
1. Room service meal delivery and serving
mdg(12/10/14) 56
CONDITION:
 Toasters
 Linen
 Butters
 Condiments
 Cutlery
 Glassware
 Beverages
METHODOLOGY:
 Demonstration
 Role playing
ASSESSMENT METHOD:
 Practical test
LO 4. Present room service account
1.Guests’ accounts are checked for accuracy and presented in accordance with establishment
procedures
2.Cash payments are acknowledged and then presented to the cashier for processing in accordance
with establishment guidelines
3. For charge accounts, guests are asked to sign the bills.
CONTENT:
1. Billing of guest
CONDITION:
A student/trainee must be provided with the following:
 Pen and paper
 Cashier’s check
 Guidelines and instructions
METHODOLOGY:
 Demonstration
 Role playing
ASSESSMENT METHOD:
 Practical test
LO 5. Clear away room service equipment
mdg(12/10/14) 57
1.Procedure to take away the tray or trolley when the guests have finished their meal is explained.
2.Floors are checked and cleared in accordance with establishment policy and guidelines.
3.Dirty trays are cleared in accordance with the establishment’s procedure.
4.Trays and trolleys are cleaned and returned to the room service area.
CONTENT:
1. Clean room service area
CONDITION:
 Toasters
 Linen
 Butters
 Condiments
 Cutlery
 Glassware
 Beverages
METHODOLOGY:
 Demonstration
 Role playing
ASSESSMENT METHOD:
 Practical test
mdg(12/10/14) 58
UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST CONCERNS
MODULE TITLE : Receiving and handling guest concerns
MODULE DESCRIPTION : This unit deals with the knowledge and skills required in receiving
and handling guest complaints.

LO 1. Listen to the complaint

LO 2. Apologize to the guest
LO 3. Take proper action on the complaint
LO 4. Record complaint
LO 1. Listen to the complaint
1.The entire story or issue of concern is obtained from 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.
CONTENT:
 Effective communication and listening skills
 Guidelines in handling complaints
 Procedures in responding and resolving complaints
CONDITION:
 Complaint/evaluation forms/pen
 Telephone/recorder/video recorder
 Computer with printer and internet connection
 Book reference and manuals
METHODOLOGY:
 Demonstration
 Role Play
ASSESSMENT METHOD:
 Practical Role play
mdg(12/10/14) 59
LO 2. Apologize to the guest
1.Sincere apology is offered for the disservice.
2.Empathy is shown to the guest to show genuine concern and consideration.
3.Excuses or blaming others are avoided.
4. Gratitude is expressed to the guest for bringing the matter up for attention.
CONTENT:
1. Dealing with difficult customer/clients
CONDITION:
METHODOLOGY:
 Demonstration
 Role Play
ASSESSMENT METHOD:
LO 3. Take proper action on the complaint
1. Appropriate action is taken regarding guest’s concerns
2. The right person or department who can solve the problem is informed for proper
action.
3. Difficult situations or serious concerns are elevated or referred to higher authority.
4. Follow up on the problem to check whether it solved or not.
CONTENT:
1. Taking actions on the guest complaint
CONDITION:
METHODOLOGY:
 Demonstration
 Role Play
mdg(12/10/14) 60
ASSESSMENT METHOD:
LO 4. Record complaint
1. Complaints are documented according to the establishment standard procedures.
2. Persons concerned are recognized and actions taken are recorded.
3. Feedback received from guests is logged and collated.
CONTENT:
1. Recording complaint
CONDITION:
METHODOLOGY:
 Demonstration
 Role Play
ASSESSMENT METHOD:
mdg(12/10/14) 61

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Food and Beverage Services NC II

COURSE TITLE FOOD AND BEVERAGE SERVICES

NOMINAL DURATION OF THE PROGRAM 356 hrs

COURSE DESCRIPTION This course is designed to enhance the knowledge, skills

ENTRY REQUIREMENTS  can communicate basic English both oral and

2. Work in a team 2.1 Working with 2.1.1 Team role 4

4.1.9 EGG Regulations

3. Promote Food 3.1 Promoting food  Know the products 90

4. Receive and Handle 4.1 Receiving and  Listen to the complaint 10

UNITS OF COMPETENCY NO. OF MODULE TOTAL

1. Participate in Workplace Communication 1

1. Developed and Update Industry Knowledge 1

1. Prepare the Dining Room and Restaurant Area for Service 1

WAITERING TOOLS, MATERIALS AND EQUIPMENT

TRAINER'S QUALIFICATION (TQ II)

BASIC COMPETENCY : COMMUNICATIONS

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATIONS

SUGGESTED DURATION : 4 hrs

PREREQUISITE : Receive and Respond to workplace Communication. (NCI)

SUMMARY OF LEARNING OUTCOMES:

LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION.

LO2. PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSION

L03. COMPLETE RELEVANT WORK RELATED DOCUMENTS.

BASIC COMPETENCY : TEAM WORK

UNIT OF COMPETENCY : WORK IN A TEAM ENVIRONMENT

MODULE TITLE : WORKING IN A TEAM ENVIRONMENT

SUGGESTED DURATION : 4 Hours

SUMMARY OF LEARNING OUTCOMES:

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

LO1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM.

LO2. DESCRIBE WORK AS A TEAM MEMBER

1. Appropriate forms of communication and interactions are undertaken.

The students I trainees must be provided with the following:

1. Observation of work activities

BASIC COMPETENCY : CAREER PREPARATION

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM

MODULE TITLE : PRACTICING CAREER PROFESSIONALISM

NOMINAL DURATION : 5 hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of the module, the trainees/ students should be able to

LO 1. Integrate personal objectives with organizational goals

LO 1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS

LO 2. SET AND MEET WORK PRIORITIES

1. Work values and ethics

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

LO 3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

1. Certifications and licenses appreciation

Student/ trainee must be provided with the following:

BASIC COMPETENCY : HEALTH AND MAINTENANCE STANDARDS

NOMINAL DURATION : 5 hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

LO1. EVALUATE HAZARDS AND RISKS

The students/trainees must be provided with the following:

LO 2. CONTROL HAZARDS AND RISKS

The students/trainees must be provided with the following

LO3. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS

1. Operational health and safety procedure, practices and regulations

The students/trainees must be provided with the following:

COMMON COMPETENCY : INDUSTRY RELATION and INFORMATION

UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE