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

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 1 of 200

Jinnevie B. Fuentes Revision # 00

LO 1: LISTEN TO THE COMPLAINT

Learning Content Methods Presentation Practice Feedback Resources Time

1.1 Listening skills ● Self-paced/ ● Read ● Answer Self- ● Compare ● CBLM 1

Modular learning Information Sheet check # 6.1-1 answer with Manual hour
# 6.1-1 on the Answer key
Listening skills # 6.1-1

● Lecture/ ● Present lesson ● Oral ● Evaluate ● PPT 1.5

Discussion using PPT on Questioning knowledge ● LCD hours
Listening skills based on projector
answer ● Laptop

● Group ● Provide ● ● Evaluate the ● CBLM 1.5

Discussion Situation that will Brainstorming attitude and Manual hours
required answers by group performance of ● Pen
on the the trainee on ● Paper
importance of the importance
listening skills to of listening
resolve guest skills to
Date Developed: Document No. NTTA-TM1-01
Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 2 of 200

Jinnevie B. Fuentes Revision # 00

 concerns/ resolve guest
complaints. concerns/
complaints

1.2 Summarizing ● Self-paced/ ● Read ● Answer ● Compare ● CBLM 1

and paraphrasing Modular learning Information Sheet Self-check # answer with Manual hour
# 6.1-2 on 6.1-2 the Answer key
Summarizing and # 6.1-2
paraphrasing

● Lecture/ ● Present lesson ● Written ● Feedback ● PPT 1

Discussion using PPT on Exam based on ● LCD hour
Summarizing and knowledge projector
paraphrasing ● Laptop

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 3 of 200

Jinnevie B. Fuentes Revision # 00

 ● Film viewing/ ● Show video on ● Oral ● Evaluate https://ww 30
Video How to Questioning knowledge w.youtube.c mins.
presentation Summarize and based on om/watch?v
Paraphrase answer. =osqCjBx6IZ
effectively E
● LCD
projector
● Laptop

● Role Playing ● Review Task ● Perform Task ● Evaluate ● CBLM 1.5

Sheet # 6.1-1 on Sheet # 6.1-1 performance Task Sheet hours
How to using criteria ● Script
Summarize and checklist # 6.1-
Paraphrase 1
effectively

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 4 of 200

Jinnevie B. Fuentes Revision # 00

1.3 Effective ●Self-paced/ ● Read ● Answer ● Compare ● CBLM 1
communication Modular learning Information Self-check # answer with Manual hour
skills Sheet # 6.1-3 on 6.1-3 the Answer key
Effective # 6.1-3
communication
skills

● Lecture/ ● Present lesson ● Oral ● Evaluate ● PPT 1

Discussion using PPT on Questioning knowledge ● LCD hour
Effective based on projector
communication answer. ● Laptop
skills
● Role Playing ● Review Task ● Perform Task ● Evaluate ● CBLM 1
Sheet # 6.1-2 on Sheet # 6.1-2 performance Task Sheet hour
Effective using criteria ● Script
communication checklist # 6.1-
skills 2

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 5 of 200

Jinnevie B. Fuentes Revision # 00

 ● Demonstration ● Review Job ● Perform Job ● Evaluate ● CBLM 1
Sheet # 6.1-1 on Sheet # 6.1-1 performance hour
how to Listen to using criteria
the guest checklist # 6.1-
concern/ 1
complaint

LO 2: APOLOGIZE TO THE GUEST

2.1 Showing genuine ● Self-paced/ ● Read ● Answer Self- ● Compare ● CBLM 1

empathy and Modular learning Information Sheet check # 6.2-1 answer with Manual hour
consideration to the # 6.2-1 on the Answer key
guest. Showing genuine # 6.2-1
empathy and
consideration to
the guest.

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 6 of 200

Jinnevie B. Fuentes Revision # 00

 ● Lecture/ ● Present lesson ● Written ● Feedback ● PPT 1.5
Discussion using PPT on Exam based on ● LCD hours
Showing genuine knowledge projector
empathy and ● Laptop
consideration to
the guest.

● Film viewing/ ● Show video on ● Oral ● Evaluate https://ww 1.5

Video How to provide Questioning knowledge w.youtube.c hours
presentation genuine empathy based on om/watch?v
and consideration answer. =ei8EB8t8e
to the guest. BI&t=71s
● LCD
projector
● Laptop

2.2 Dealing with ● Self-paced/ ● Read ● Answer Self- ● Compare ● CBLM 1

Difficult customer/ Modular learning Information Sheet check # 6.2-2 answer with Manual hour
Clients # 6.2-2 on Dealing the Answer key
# 6.2-2

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 7 of 200

Jinnevie B. Fuentes Revision # 00

 with difficult
customer/clients

● Lecture/ ● Present lesson ● Oral ● Evaluate ● PPT 1.5

Discussion using PPT on Questioning knowledge ● LCD hours
Dealing with based on projector
difficult answer. ● Laptop
customer/clients

● Role Playing ● Review Task ● Perform ● Evaluate ● CBLM 1.5

Sheet 6.2-1 on Task Sheet # performance Task Sheet hours
How to deal with 6.2-1 using criteria ● Script
different checklist #
customer/clients 6.2-1

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 8 of 200

Jinnevie B. Fuentes Revision # 00

2.3 How to offer ● Self-paced/ ● Read ● Answer Self- ● Compare ● CBLM 1
sincere apology to Modular learning Information Sheet check # 6.2-3 answer with Manual hour
the disservice. # 6.2-3 on How to the Answer key
offer sincere # 6.2-3
apology to the
disservice.

● Lecture/ ● Present lesson ● Oral ● Evaluate ● PPT 1.5

Discussion using PPT on Questioning knowledge ● LCD hours
How to offer based on projector
sincere apology to answer. ● Laptop
the disservice.
● Group ● Provide ● ● Evaluate the ● CBLM 1.5
Discussion Situation that Brainstorming attitude and Manual hours
will required by group performance of ● Pen
answers on how to the trainee on ● Paper
offer sincere how to offer
apology to the sincere apology
disservice. to the
disservice.

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 9 of 200

Jinnevie B. Fuentes Revision # 00

 ● Demonstration ● Review Job ● Perform Job ● Evaluate ● CBLM 1.5
Sheet # 6.2-1 on Sheet # 6.2-1 performance hours
To apologize to using criteria
the guest checklist # 6.2-
1

LO 3: TAKE PROPER ACTION ON THE COMPLAINT

3.1 Determine ● Self-paced/ ● Read ●Answer Self- ●Compare ● CBLM 1

appropriate action Modular learning Information Sheet check # 6.3-1 answer with Manual hour
regarding guest’s # 6.3-1 on the Answer key
complaint. Determine # 6.3-1
appropriate action
regarding guest’s
complaint.
● Lecture/ ● Present lesson ● Written ● Feedback ● PPT 1.5
Discussion using PPT on Exam based on ● LCD hours
Determine knowledge projector
appropriate action ● Laptop
regarding guest’s
complaint.
Date Developed: Document No. NTTA-TM1-01
Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 10 of 200

Jinnevie B. Fuentes Revision # 00

 ● Film ● Show video on ● Oral ● Evaluate https://ww 1
viewing/Video Determine Questioning knowledge w.youtube.c hour
presentation appropriate action based on om/watch?v
regarding guest’s answer. =
complaint. IA3LXeUZX
3I
● LCD
projector
● Laptop

3.2 Handling guests ● Self-paced/ ● Read ●Answer Self- ●Compare ● CBLM 1

with special needs Modular learning Information Sheet check # 6.3-2 answer with Manual hour
# 6.3-2 on Handling the Answer key
guests with special # 6.3-2
needs.

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 11 of 200

Jinnevie B. Fuentes Revision # 00

 ● Lecture/ ● Present lesson ● Oral ● Evaluate ● PPT 1.5
Discussion using PPT on Questioning knowledge ● LCD hours
Handling guests with based on projector
special needs. answer. ● Laptop

● Role Playing ● Review Task ● Perform ● Evaluate ● CBLM 1.5

Sheet 6.3-1 on Task Sheet # performance Task Sheet hours
Handling guests 6.3-1 using criteria ● Script
with special checklist # 6.3-
needs 1

3.3 Basic problem ● Self-paced/ ● Read ● Answer Self- ● Compare ● CBLM 1

solving skills. Modular learning Information check # 6.3-3 answer with Manual hour
Sheet # 6.3-3 on the Answer key
Basic problem # 6.3-3
solving skills.

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 12 of 200

Jinnevie B. Fuentes Revision # 00

 ● Lecture/ ● Present lesson ● Written ● Feedback ● PPT 1.5
Discussion using PPT on Exam Based on ● LCD hours
Basic problem knowledge projector
solving skills. ● Laptop

● Group ● Provide ● ● Evaluate the ● CBLM 1.5

discussion Situation that Brainstorming attitude and Manual hours
will required by group performance of
answers on the trainee on
Basic problem Basic problem
solving skills. solving skills.

● Demonstration ● Review Job ● Perform Job ● Evaluate ● CBLM 1.5

Sheet # 6.3-1 on Sheet # 6.3-1 performance hours
How to take using criteria
proper action on checklist #
the complaint 6.3-1

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 13 of 200

Jinnevie B. Fuentes Revision # 00

LO 4: RECORD COMPLAINT

4.1 Documenting ● Self-paced/ ● Read ● Answer Self- ● Compare ● CBLM 1

guest’s complaints Modular learning Information check # 6.4-1 answer with Manual hour
according to the Sheet # 6.4-1 on the Answer key
establishment Documenting # 6.4-1
standard guest’s complaints
procedures. according to the
establishment
standard
procedures.
● Lecture/ ● Present lesson ● Written Exam ● Feedback ● PPT 1.5
Discussion using PPT on Based on ● LCD hours
Documenting knowledge projector
guest’s complaints ● Laptop
according to the
establishment
standard
procedures.

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 14 of 200

Jinnevie B. Fuentes Revision # 00

 ● Interaction ● Explain the ● Oral ● Evaluate ● CBLM 1.5
importance of Questioning knowledge Manual hours
Documenting based on
guest’s complaints answer
according to the
establishment
standard
procedures.

4.2 Recognizing the ● Self-paced/ ● Read ● Answer Self- ● Compare ● CBLM 1

persons concerned Modular learning Information check # 6.4-2 answer with Manual hour
and action taken are Sheet # 6.4-2 on the Answer key
recorded. Recognizing the # 6.4-2
persons concerned
and action taken
are recorded.

● Lecture/ ● Present lesson ● Oral ● Evaluate ● PPT 1.5

Discussion using PPT on Questioning knowledge hours

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 15 of 200

Jinnevie B. Fuentes Revision # 00

 Recognizing the based on ● LCD
persons concerned answer projector
and action taken ● Laptop
are recorded.
● Role playing ● Review Task ● Perform ● Evaluate ● CBLM 1.5
Sheet 6.4-1 on Task Sheet # performance Task Sheet hours
Recognizing the 6.4-1 using criteria ● Script
persons concerned checklist # 6.4-
and action taken 1
are recorded.

4.3 Receiving ● Self-paced/ ● Read ● Answer Self- ● Compare ● CBLM 1

feedback from the Modular learning Information check # 6.4-3 answer with Manual hour
guests Sheet # 6.4-3 on the Answer key
Receiving # 6.4-3
feedback from the
guests

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 16 of 200

Jinnevie B. Fuentes Revision # 00

 ● Lecture/ ● Present lesson ● Oral ● Evaluate ● PPT 1.5
Discussion using PPT on Questioning knowledge ● LCD hours
Receiving based on projector
feedback from the answer ● Laptop
guests

● Film ● Show video on ● Oral ● Evaluate https:// 1

viewing/Video the importance of Questioning knowledge www.you hour
presentation Feedback received based on tube.com
from guests answer /watch?v
=i-xE3K-
bMeM&t
=114s
● LCD
projector
● Laptop

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 17 of 200

Jinnevie B. Fuentes Revision # 00

 ● Demonstration ● Review Job ● Perform Job ● Evaluate ● CBLM 1.5
Sheet # 6.4-1 on Sheet # 6.4-1 performance hours
how to record using criteria
guest complaint checklist #
6.4-1

C. ASSESSMENT PLAN

 Written Test (20 items)

 Practical Role play
 Oral Examination/Questioning
C. TEACHER’S SELF-REFLECTION OF THE SESSION

After the training session 85% of the trainees were able to receive and handle guest concerns and some of them need
more practice on the said competency.

Prepared by: Received and Verified by:

JINNEVIE B. FUENTES MATEO A. ALIN JR.
TM 1 - Trainee TM1 - Trainer/Instruct
or

Date Developed: Document No. NTTA-TM1-01

Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA 18 of 200

Jinnevie B. Fuentes Revision # 00

 Date Developed: Document No. NTTA-TM1-01
Qualification:

November 2021 Issued by:

Food and Beverage Page
Services NC II Developed by: TESDA
19 of 200

Jinnevie B. Fuentes Revision # 00