Professional Documents
Culture Documents
EVENTS
MANAGEMENT
NCIII
UNIT OF COMPETENCY: Develop and Update Industry Knowledge
MODULE TITLE: Developing and Updating Industry Knowledge
MODULE DESCRIPTOR:
This unit of competency deals with the knowledge, skills required to access, increases
and update industry knowledge. It includes seek information on the industry and update
industry knowledge
LEARNING OUTCOME 1
Seek information on the industry
CONTENTS:
Environmental issues and requirements in industries
ASSESSMENT CRITERIA
• Sources of information on the industry are correctly identified and accessed
• Information to assist effective work performance is obtained in line with job
requirements
• Specific information on sector of work is accessed and updated
• Industry information is correctly applied to day-to-day work activities
CONDITION:
Trainees must be provided with the following.
EQUIPMENT
Computer unit with internet access
TOOLS
Telephone
Fax machine
Supplies and Materials
Pen
Paper
Forms
LEARNING MATERIALS:
• Manuals
• Books
• Video (CD)
ASSESSMENT METHOD:
1. Direct Observation
2. Written/Oral Exam
3. Oral questioning
LEARNING EXPERIENCES
Learning Outcome 1 Seek information on the industry
Learning Activities Special Instructions
1. Read Information Sheet 1.1-1 (Environmental issues and requirements in industries)
If you have some problems on Information Sheet 1.1-1, don’t hesitate to approach your
facilitator. If you feel you are knowledgeable on the content of Information Sheet 1.1-1,
you can now answer Self-Check 1.1-1.
2. Answer Self-Check 1.1-1 Compare your answer with the answer key 1.1-1. If you got
100% correct answer in this self-check, you can now move to the next information
sheet. If not review the information sheet and go over the self-check again.
INFORMATION SHEET 1.1-1
Environmental Issues and Requirements on Industries
Learning Objective: After reading this information sheet, you must be able to:
• Understand environmental issues and requirements on industries
2. Job Conditions
• Goals/targets are clearly understood and agreed upon with the employees; the
management team and the staff identify the goals.
• Job standards are clearly understood and agreed upon with the employees.
• Good performance is reinforced by rewards.
• Sanctions are consistently enforced on non-compliance.
• Performance is strictly monitored to ensure compliance.
• Employees are given feedback regarding their progress and are given the opportunity
to explain their handicaps or difficulties in meeting the standards.
• Consequences of performance are appropriately handled.
• Situational leadership is appropriately applied by the leaders.
6. Favorable attitudes
• The members of the management team do not project biases and prejudices against
their employees and colleagues.
• No one reads meanings that do not exist.
• Discussions on controversies are focused on the issues and not on personalities.
Updating information
As worker in the hospitality industry, it is our duty to revise and keep ourselves abreast
of the different news and information in our work. Sources of information may come
from the following:
1. media
2. reference books
3. libraries
4. unions
5. industry associations
6. industry journals
7. internet
8. personal observation and experience
SELF CHECK 1.1-1
Write TRUE if the statement is correct and FALSE if the statement is incorrect and write
your answers in the space provided for.
__________1. In order to make the job challenging and interesting, job rotation is being
practiced.
__________2. One of the favorable attitudes of superiors is they play favorite from
among their employees.
_________5. A good leader will always ask his employee to leave problems at home
and work overtime. He puts the blame to his worker for does not give advice to resolve
the employee’s trouble.
1. TRUE
2. FALSE
3. TRUE
4. TRUE
5. FALSE
INFORMATION SHEET 1.2-1
WORK ETHICS REQUIRED TO WORK IN THE INDUSTRY
Learning Objective: After reading this information sheet, you must be able to:
• Determine work ethics required to work in the industry.
1. Cooperation and camaraderie.
A good citizen is always ready to help and cooperate with other members of the
society. The spirit of “bayanihan” runs in our blood stream. Cooperation is certainly
necessary especially in this age of globalization which calls for the nation to move as
one as it competes with the rest of the world.
2. Avoidance of Conflict
– A harmonious relationship is attainable if conflict is avoided.
How to minimize conflict:
• Actions and words should be done and said with due courtesy
• Practice the “golden Rule” – “Don’t do to others what you don’t want them to do to
you.”
• Refrain from destructive personal criticism, argument, unpleasant comments and
judgments.
Open Communication
a. Utilize Verbal and Non-verbal means of communication. If practiced, conflict can be
worked out and genuine relationship can be developed.
SELF CHECK 1.2-1
Write TRUE if the statement is correct and FALSE if the statement is incorrect and write
your answer in the space provided for.
_________2. To minimize conflicts, one must refrain from destructive personal criticism,
argument, unpleasant comments and judgments.
_________3. In handling guest complaint, one must approach the guest and ask
him/her to leave the premises immediately as he is creating unfavorable atmosphere in
the area.
FALSE
TRUE
FALSE
TRUE
FALSE
INFORMATION SHEET 1.2-2
CAREER OPPORTUNITIES
Learning Objective:
After reading this information sheet, you must be able to:
• Determine career opportunities in the industry.
1. Staff Training
a. Job orientation is given to all employees immediately upon hiring.
b. Employees are continuously updated of changes in company policies,
products, services and other pertinent information concerning their jobs.
c. Staff training is responsive and relevant to the staff’s training needs.
d. Formal training is reinforced by the on the job coaching and
instructions.
e. A thorough training needs analysis is conducted before a designing
training plan.
f. Employees are given opportunities to grow and develop in their career
through programs for professional advancement.
g. New recruits are rapidly turned into productive and efficient service
staff.
h. There is a consistent monitoring of application of learning, errors are
identified and corrected as they arise.
i. There is a clear, convincing and well-organized delivery of instructions; a
well-organized lesson plan is followed.
Write TRUE if the statement is correct and FALSE if the statement is incorrect and write
the letter of your answer in the space provided for.
__________1. Employees are given opportunities to grow and develop in their career
through programs for professional advancement.
1. TRUE
2. FALSE
3. TRUE
4. TRUE
5. TRUE
INFORMATION SHEET 1.2-3
JOB DESCRIPTION OF INDUSTRY PERSONNEL
Learning objective:
After reading this information sheet, you should be able to:
Understand one’s job description.
• Bartender
• Food Service attendant (waiter)
• Baker
• Cook
• Receptionist
• Room attendant
BARTENDER
Basic Function:
Prepares/mixes alcoholic and non-alcoholic drinks.
Specific duties:
Prepares or mixes drinks following standard recipes
Sets up the bar
Takes charge of storage of beverage and bar supplies.
Makes report on beverage sales and spoilage.
Takes of inventory of beverage consumption as well as of losses.
Sees to it that the bar is properly stocked, clean and well maintained.
Attends to customer needs, requests and complaints at the bar counter
Pushes the sale of wine sand other beverage items.
Checks the availability of bar stocks and makes requisition when needed.
Serves drink from the counter.
Performs other related duties
as maybe assigned by superior
FOOD ATTENDANT
Basic Function:
Takes and serves food and beverage orders according to prescribe standards of
service.
Specific duties:
Looks after the necessary preparations before the start of operation:
• Wipes/prepares necessary containers, hollowware, napkins, cutleries, and other
supplies.
• Refills salt and pepper shakers and other condiments.
• Checks and re-stocks service station and sees to it that the par stock is
maintained.
• Sets up the tables and installs required facilities.
• Studies the menu and familiarizes himself with the outlet’s specialties as well as
out of stock items and undertakes suggestive selling
• Takes and serves food and beverage orders.
• Assists busboy in placing and in picking up orders from the kitchen.
• Assists in welcoming and in seating the guests.
• Attends to the settlement of the bill of guests.
• Attends to guest’s inquiries, requests and complaints.
• Assists in clearing soiled dishes, dirt and trash.
• Performs side duties and other assignments given by the superior.
RECEPTIONIST
Basic Function:
Welcomes and greets customers at the entrance and escorts them to their
tables.
Specific duties:
• Receives guests, welcomes and greets them and escorts them to their
assigned tables.
• Attends to reservations and inquiries over the phone and disseminates to all
concerned officers the details of reservation.
• Maintains and fills logbooks/reservation book with the necessary information
and keeps all reservation signs in place.
• Assists in maintaining order and cleanliness of the outlet.
• Assists in the preparation of mis-en-place and in taking food orders, does
suggestive selling,
• Assists in the settlement of guests checks.
• Monitors movement in the outlet and reports to captain any unusual incident or
suspicious person noted.
• Attends to guest’s inquiries, requests and complaints.
• Performs other related duties as maybe assigned by superior.
• Food and beverage service is the climax of the relationship between the food
industry and the customer,
• Customers are the lifeblood of the food and beverage business. To ensure
continuous patronage, their satisfaction must be sustained. They deserve
preferential, prompt and consistent service.
• Customers should be provided with good nutrition, meals to match their budget,
controlled use of time, and pleasurable eating.
BAKER
Basic Function:
Prepare and produce a range of high-quality pastry products in commercial food
production environments and hospitality establishments.
Specific Duties:
• Prepares pastry products
• Decorates and presents variety of pastry products
• Prepares and present gateaux, tortes and cakes
• Prepares and displays petit fours
• Presents desserts
• Stores different pastry products
Hot kitchen cook (Cook Helper)
Basic Function:
Assists in the daily preparation and cooking of dishes and maintains cleanliness
in the production area
Specific Duties:
• Prepares utensils and work areas
• Transfers/Withdraws stock from the storeroom
• Prepares stocks and sauces.
• Prepares vegetables/cereals
• Prepares equipment and tools for cooks
• Assists in dishing out prepared and cooked foods according to portion.
SELF –CHECK 1.2-3
Identification: Identify whether the following is a duty or function of a bartender, baker,
food attendant (waiter), cook, room attendant or a receptionist.
2. Takes and serves food and beverage orders according to prescribe standards of
service.
3. Welcomes and greets customers at the entrance and escorts them to their tables.
5. Assists in the daily preparation and cooking of dishes and maintains cleanliness in
the production area.
1. Bartender
2. Food attendant
3. Receptionist
4. Baker
5. Cook
INFORMATION SHEET 1.2-4
The Front Office
Learning objective:
After reading this information sheet, you should be able to:
Determine the job description of front office personnel and management.
Room Accommodation
One of the major sources of revenue of the hotel.
2. Housekeeping Section
-looks after the cleanliness, orderliness and maintenance of guestrooms and public
areas.
-Provision for linen and laundry service
-Back of the House
3. Room Sales
-handles room reservations and sales
-handled by the Front Office in smaller hotels and lodging houses.
______2. Looks after the cleanliness, orderliness and maintenance of guestrooms and
public areas.
a. front office
b. housekeeping
c. room sales
d. bell service
Oral Questioning
Questions: Satisfactory Response
The candidate should answer the following questions: YES NO
1. Enumerate some of the sources of information. How do
we access this information?
2. What are some of the environmental issues and
requirements on industries?
3. How do these environmental issues and requirement
contribute to the production of employees?
4. What the Job description of a baker, receptionist, hot
kitchen cook?
5. Why is the front office called the critical unit of service
in the hotel?
6. How do you handle communications and grievance?
The candidate underpinning knowledge was: Satisfactor Not
y Satisfactory
Feedback to candidate:
WRITTEN TEST
Write TRUE if the statement is correct and FALSE if the statement is incorrect and write
the letter of your answer in the space provided for.
__________1. In order to make the job challenging and interesting, job rotation is being
practiced.
__________2. One of the favorable attitudes of superiors is they play favorite from
among their employees.
__________3. Openness and honest communications in the team; no suppression of
feelings; are some examples of healthy relationship in a team.
__________4. Fair distribution of merits will increase the productivity of employees.
_________5. A good leader will always ask his employee to leave problems at home
and work over time. He puts the blame to his worker for does not give advice to resolve
the employee’s trouble.
__________6. Cooperation is not necessary especially in this age of globalization which
calls for the nation to move as one as it competes with the rest of the world.
_________7. To minimize conflicts, one must refrain from destructive personal criticism,
argument, unpleasant comments and judgments.
_________8. In handling guest complaint, one must approach the
guest and ask him/her to leave the premises immediately as he is creating unfavorable
atmosphere in the area.
_________9. A harmonious relationship is attainable if conflict is avoided.
_________10. Show irritation rather than appreciation upon receiving
a complaint or negative remark.
ANSWER KEY
1. TRUE
2. FALSE
3. TRUE
4. TRUE
5. FALSE
6. TRUE
7. TRUE
8. FALSE
9. TRUE
10. FALSE