PELAN MENGAJAR- TEORI

(THEORY LESSON PLAN)

KOD DAN NAMA PROGRAM / I561-002-3:2018

PROGRAM CODE AND NAME FOOD & BEVERAGE OPERATION SUPERVISION

TAHAP / LEVEL L3

NO DAN TAJUK UNIT I561-002-3:2018-CU01 F&B CUSTOMER SERVICES

KOMPETENSI /
COMPETENCY UNIT NUM. HANDLING
AND TITLE

NO DAN PERNYATAAN 1. HANDLE GUEST REQUEST

AKTIVITI KERJA / 2. ATTEND TO GUEST COMPLAINTS
ACTIVITIES NO AND
STATEMENT WORK 3. DEVELOP GUEST RAPPORT

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TEMPAT / PLACE : TEMPOH / NO. KOD / CODE NUM :

CLASSROOM DURATION : 6 I561-002-3:2018-C01/P( Muka Surat / Page: 2
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HOURS 1/7)PM

TITLE :
INTRODUCTION OF GUEST REQUEST

TUJUAN PENGAJARAN / INSTRUCTIONAL AIMS:

Trainees must be able to: -

1. Definition of guest request
2. Types of guest request

ALAT BANTUAN MENGAJAR / NO. KOD / CODE

TAJUK / TITLE
INSTRUCTIONAL AIDS NO.

BAHAN PEMBELAJARAN / Information sheet C01/P(1/7)

LEARNING MATERIALS
I561-002-3:2018-C01/P(1/7)
Assignment sheet
C01/T(1/7)
I561-002-3:2018-C01/T(1/7)

ALAT PANDANG DENGAR / AUDIO PP

Power Point Slide
VISUAL AIDS
White board WB

KUANTITI /
PERALATAN, KELENGKAPAN DAN
QUANTITY
BAHAN
/ TOOLS, EQUIPMENTS AND Marker Pen 2
MATERIALS
Computer 1
LCD 1

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AKTIVITI PENGAJARAN ALAT MASA/

 BANTUAN
(INSTRUCTIONAL ACTIVITIES)
MENGAJAR/ TIME
INST. AIDS

PERSEDIAAN / PREPARATION : 10
minutes
1. Complete in trainer with greetings / make sure comfort in the
classroom.
2. Check the list of attendance.

3. Press aspects of discipline / cooperate / dress / smoking / mobile

/ cleanliness.

4. Start a discussion with motivation / bilateral / ask relaxed / calm /

happy / health care. PP
WB

5. Get attention and raise interest for trainees

- Relate ideas / skills with previous work experience or training to
get a title.
6. Indicate the title and write in "White Board"
 INTRODUCTION OF GUEST REQUEST
7. Give the purpose and write down the "White Board"
1. Determine definition of guest request
2. Specify types of guest request
8. State the purpose/ importance/ benefits of the training
 Trainees will be able to understand about definition and types
of guest request
9. Investigate trainees knowledge on the topic that will trainee
through a question and answer session
 Have you know about types of guest request?

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TOPIK PENGAJARAN ALAT

AKTIVITI PENGAJARAN
(INSTRUCTIONAL BANTUAN MASA/
(INSTRUCTIONAL ACTIVITIES)
TOPIC) MENGAJAR/ TIME
INST. AIDS
 1 hour
PENYAMPAIAN/
PRESENTATION:

1. Definition of guest 1.1. Determine definition of guest request: PP

request a. Definition of Guest Request
 Guest request management, or as
some call it, guest experience
management, is an important part
of hotel management because it
underpins guest service. Yet hotels
often fail to prioritize it with the right
technologic tools.

2. Types of guest 2.1. Specify types of guest request:

request a. Replacement of food
b. Take away
c. Adjustment of food

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ALAT
AKTIVITI PENGAJARAN
BANTUAN MASA/
(INSTRUCTIONAL ACTIVITIES)
MENGAJAR TIME
/ INST. AIDS
PENGGUNAAN / APPLICATION:
20
1. Distribute Information Paper.
minutes

2. Give time for trainees to read and understand the description

given paper.
C01/P(1/7)

3. Ask trainees to ask if they do not understand.

4. Test the trainees understanding by asking questions related to
topics that have been trained

Q1 : What definition of Table Service?

A1 : Table service is a style food of food service where the

Dinner sits at the table and served by a waiter/waitress.

Q2 : List two (2) of Table Service.

A2 : French service and Russian service

5. Ask the student answer

6. Urgent help / correct mistakes and admit trainees are given the
answer and give credit / motivation.

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ALAT
AKTIVITI PENGAJARAN
BANTUAN MASA/
(INSTRUCTIONAL ACTIVITIES)
MENGAJAR TIME
/ INST. AIDS
PENGESAHAN / CONFIRMATION :
30
1. Instruct trainees to keep the paper description. minutes

C01/T(1/7)
2. Tell apprentice all the questions are based on the lessons
       they have learned.

3. Distribute Papers.

4. State the given time - 25 minutes

5. Give a chance to intern for clarification or

       asked.

6. Notify when answering START and END time almost.

7. Give a summary of what has been taught and benefits

7. Tell the title of the next lesson and have ready.

Title: INTRODUCTION OF GUEST REQUEST HANDLING

9. Farewell speech.