Plan

Training
Session

Food and Beverage Date Developed: Document No. SCMCSTI-FSM2

July 2010 Issued by:
Services NCII
Date Revised:
February 2012
Provide Food and Developed by: BTVTED-FSM
Beverage service to Joey D. Catoto
Guests Revision # 00
Food and Beverage Date Developed: Document No. SCMCSTI-FSM2
July 2010 Issued by:
Services NCII
Date Revised:
February 2012
Provide Food and Developed by: BTVTED-FSM
Beverage service to Joey D. Catoto
Guests Revision # 00
Name: Jodell Garcia Date: August 29, 2023

Sample Data Gathering Instrument for Trainee’s

Characteristics
Please answer the following instrument according to the
characteristics described below. Encircle the letter of your choice that best
describes you as a learner. Blank spaces are provided for some data that
need your response.
Characteristics of learners

Language, Average grade in: Average grade in:

literacy and English Math
numeracy (LL&N)
a. 95 and above a. 95 and above
b. 90 to 94 b. 90 to 94
c. 85 to 89 c. 85 to 89
d. 80 to 84 d. 80 to 84
a. 75 to 79 e. 75 to 79

Cultural and Ethnicity/culture:

language a. Ifugao
background
b. Igorot
c. Ibanag
d. Gaddang
e. Muslim
f. Ibaloy
g. Others( please specify) Illongo

Education & Highest Educational Attainment:

general a. High School Level
knowledge
b. High School Graduate
c. College Level
d. College Graduate
e. with units in Master’s degree
f. Masteral Graduate
g. With units in Doctoral Level

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
 Characteristics of learners
h. Doctoral Graduate
Sex a. Male
b. Female
Age Your age: 21
Physical ability 1. Disabilities(if any)_____________________
2. Existing Health Conditions (Existing illness
if any)
a. None
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others(please specify) ___________________
Number of years as a competency trainer
Previous
experience with ______
the topic

Previous List down trainings related to your

learning qualification
experience Computer Literacy

National Certificates acquired and NC level

Training Level
completed Housekeeping NCII

Special courses Other courses related to your qualification

a. Units in education
b. Master’s degree units in education
c. Others(please specify)
_________________________

Learning styles a. Visual - The visual learner takes mental

pictures of information given, so in order
for this kind of learner to retain
information, oral or written, presentations
of new information must contain diagrams
and drawings, preferably in color. The
visual learner can't concentrate with a lot
of activity around him and will focus better
and learn faster in a quiet study
environment.
Food and Beverage Date Developed: Document No. SCMCSTI FSM
July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
 Characteristics of learners

b. Kinesthetic - described as the students in

the classroom, who have problems sitting
still and who often bounce their legs while
tapping their fingers on the desks. They are
often referred to as hyperactive students
with concentration issues.
c. Auditory- a learner who has the ability to
remember speeches and lectures in detail
but has a hard time with written text.
Having to read long texts is pointless and
will not be retained by the auditory learner
unless it is read aloud.
d. Activist - Learns by having a go
e. Reflector - Learns most from activities
where they can watch, listen and then
review what has happened.
f. Theorist - Learns most when ideas are
linked to existing theories and concepts.
g. Pragmatist - Learns most from learning
activities that are directly relevant to their
situation.
Other needs a. Financially challenged
b. Working student
c. Solo parent
d. Others(please specify)
___________________________

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
FORM 1.1 SELF-ASSESSMENT CHECK

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
BASIC COMPETENCIES
CAN I…? YE NO
S
1. Develop and Update Industry Knowledge ✓
1.1 Obtain and convey workplace information ✓
1.2 Speak English at a basic operational level ✓
1.3 Participate in workplace meetings and ✓
discussions
1.4 Complete relevant work related documents ✓
2. Work in team environment
2.1 Describe team role and scope ✓
2.2 Identify own role and responsibility within team ✓
2.3 Work as a team member ✓
2.4 Work effectively with colleagues ✓
2.5 Work in socially diverse environment ✓
3. Practice career professionalism
3.1 Integrate personal objectives with organizational ✓
goals
3.2 Set and meet work priorities ✓
3.3 Maintain professional growth and development ✓
4. Practice occupational health and safety procedures
4.1 Identify hazards and risks ✓
4.2 Evaluate hazards and risks ✓
4.3 Control hazards and risks ✓
4.4 Maintain OHS awareness ✓
4.5 Perform basic first-aid procedures ✓
COMMON COMPETENCIES
CAN I...? YE NO
S
Food and Beverage Date Developed: Document No. SCMCSTI FSM
July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
1. Develop and update industry knowledge
1.1 Seek information on the industry ✓
1.2 Update industry knowledge ✓
1.3 Develop and update local knowledge ✓
1.4 Promote products and services to customers ✓
2. Observe workplace hygiene procedures
2.1 Follow hygiene procedures ✓
2.2 Identify and prevent hygiene risks ✓
3. Perform computer operations
3.1 Plan and prepare for task to be undertaken ✓
3.2 Input data into computer ✓
3.3 Access information using computer ✓
3.4 Produce/output data using computer system ✓
3.5 Maintain computer equipment and systems ✓
4. Perform workplace and safety practices
4.1 Follow workplace procedures for health, safety, ✓
and security practices
4.2 Perform child protection duties relevant to the ✓
tourism industry
4.3 Observe and monitor people ✓
4.4 Deal with emergency situations ✓
5. Provide Effective Customer Service
5.1 Greet customer ✓
5.2 Identify needs of customers ✓
5.3 Deliver service to co s t umer ✓
5.4 Handle queries through use of common business ✓
tools and technology
5.5 Handle complaints/conflict situations, evaluation, ✓
and recommendations
CORE COMPETENCIES
CAN I…? YE NO
S
1. Prepare the dining room/restaurant area for service
1.1 Take table reservations ✓

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
 1.2 Prepare service stations and equipment ✓
1.3 Set up the tables in the dining area ✓
1.4 Set the mood/ambiance of the dining area ✓
2. Welcome guests and take food and beverage orders
2.1 Welcome and greet guests ✓
2.2 Seat the guests ✓
2.3 Take food and beverage orders ✓
2.4 Liaise between kitchen and service areas ✓
3. Promote food and beverage products
3.1 Know the product ✓
3.2 Undertake Suggestive selling ✓
3.3 Carry out Upselling strategies ✓
4. Provide food and beverage services to guests
4.1 Serve food orders ✓
4.2 Assist the diners ✓
4.3 Perform banquet or catering food service ✓
4.4 Serve Beverage Orders ✓
4.5 Process payments and receipts ✓
4.6 Conclude food service and close down dining area ✓
4.7 Manage intoxicated persons ✓
5. Provide room service
5.1 Take and process room service orders ✓
5.2 Set up trays and trolleys ✓
5.3 Present and serve food and beverage orders to ✓
guest
5.4 Present room service account ✓
5.5 Clear away room service equipment ✓
6. Receive and handle guest concerns
6.1 Listen to the complaint ✓
6.2 Apologize to the guest ✓
6.3 Take proper action on the complaint ✓
6.4 Record complain ✓

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
Note: In making the Self-Check for your Qualification, all required competencies
should be specified. It is therefore required of a Trainer to be well- versed
of the CBC or TR of the program qualification he is teaching.

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
 Evidences/Proof of Current Competencies

Form 1.2: Evidence of Current Competencies acquired related to

Job/Occupation
Current competencies Proof/Evidence Means of validating
BASIC COMPETENCIES
PARTICIPATE IN WORKPLACE COMMUNICATION
 Obtain and convey  Authenticated
workplace  Certificate of certificate/rep
information training ort of previous
 Certificate of employer.
achievement  Written test
 Interview
 Speak English at a  Authenticated
basic operational level  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
 Participate in  Certificate of  Authenticated
workplace meetings training certificate with
and discussions  Certificate of dry seal.
achievement  Written test
 Interview
 Complete relevant  Certificate of  Authenticated
work related training certificate with
documents  Certificate of dry seal.
achievement  Written test
 Interview

WORK IN TEAM ENVIRONMENT

 Describe team role  Authenticated

and scope  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
  Identify own role
and responsibility  Certificate of
within team training
 Certificate of
achievement
 Authenticated
certificate with
dry seal.
 Written test
 Interview

 Work as a team  Authenticated

member  Certificate of
training
 Certificate of
achievement
 Work effectively
with colleagues  Certificate of
training
 Certificate of
achievement
 Work in socially
diverse environment  Certificate of
training
 Certificate of
achievement
PRACTICE CAREER PROFESSIONALISM
 Integrate personal
objectives with  Certificate of
organizational goals training
 Certificate of
achievement
 Set and meet work
priorities  Certificate of
training
 Certificate of
achievement
 Maintain
professional growth  Certificate of
and development training
 Certificate of
achievement
certificate with
dry seal
 Written test
 Interview
 Authenticated
certificate with
dry seal.
 Written test
 Interview
 Authenticated
certificate with
dry seal.
 Written test
 Interview
 Authenticated
certificate with
dry seal.
 Written test
 Interview
 Authenticated
certificate with
dry seal.
 Written test
 Interview
 Authenticated
certificate with
dry seal.
 Written test
 Interview

PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

 Identify hazards and  Certificate of  Authenticated
risks training certificate with
 Certificate of dry seal.

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
  Written test
 Interview
 Evaluate hazards  Authenticated
and risks  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
 Control hazards and  Authenticated
risks  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
 Maintain OHS  Authenticated
awareness  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
 Perform basic first-  Authenticated
aid procedures  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
COMMON COMPETENCIES

DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

 Seek information on  Authenticated
the industry  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
 Update industry  Authenticated
knowledge  Certificate of certificate with
training dry seal.
 Certificate of  Written test
training Interview
 Develop and update  Authenticated
local knowledge  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
 Promote products  Authenticated
and services to  Certificate of certificate with
Food and Beverage Date Developed: Document No. SCMCSTI FSM
July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
 customers training dry seal.
 Certificate of  Written test
achievement  Interview
OBSERVE WORKPLACE HYGIENE PROCEDURES
 Follow hygiene  Authenticated
procedures  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
 Identify and prevent  Authenticated
hygiene risks  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
PERFORM COMPUTER OPERATIONS
 Plan and prepare for  Authenticated
task to be  Certificate of certificate with
undertaken training dry seal.
 Certificate of  Written test
achievement  Interview
 Input data into  Authenticated
computer  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
 Access information  Certificate of  Authenticated
using computer training certificate with
 Certificate of dry seal.
achievement
 Produce/output  Authenticated
data using  Certificate of certificate with
computer system training dry seal.
 Certificate of  Written test
achievement  Interview
 Maintain computer  Authenticated
equipment and  Certificate of certificate with
systems training dry seal.
 Certificate  Written test
achievement  Interview
PERFORM WORKPLACE AND SAFETY PRACTICES
 Follow workplace  Authenticated

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
 procedures for  Certificate of certificate with
health, safety, and training dry seal.
security practices  Certificate of  Written test
achievement  Interview
 Perform child  Authenticated
protection duties  Certificate of certificate with
relevant to the training dry seal.
tourism industry  Certificate of  Written test
achievement  Interview
 Observe and  Authenticated
monitor people  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
 Deal with  Authenticated
emergency  Certificate of certificate with
situations training dry seal.
 Certificate of  Written test
achievement  Interview
 Maintain safe  Authenticated
personal  Certificate of certificate with
presentation training dry seal.
standards  Certificate of  Written test
achievement  Interview
 Maintain a safe and  Authenticated
secure workplace  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
PROVIDE EFFECTIVE CUSTOMER SERVICE
 Greet customer  Authenticated
 Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
 Identify needs of  Authenticated
customers  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview
 Deliver service to  Certificate of  Authenticated
customer training certificate with
Food and Beverage Date Developed: Document No. SCMCSTI FSM
July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
  Certificate of dry seal.
achievement  Written test
 Interview
CORE COMPETENCIES
PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE
 Take table  Authenticated
reservations  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview

 Prepare service  Authenticated

stations and  Certificate of certificate with
equipment training dry seal.
 Certificate of  Written test
achievement  Interview

 Set up the tables in  Authenticated

the dining area  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview

 Set the  Authenticated

mood/ambiance of  Certificate of certificate with
the dining area training dry seal.
 Certificate of  Written test
achievement  Interview

WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS

 Welcome and greet  Authenticated

guests  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
  Seat the guests
 Certificate of
training
 Certificate of
achievement
 Authenticated
certificate with
dry seal.
 Written test
 Interview

 Take food and  Authenticated

beverage orders  Certificate of certificate with
training dry seal.
 Certificate of  Written test
achievement  Interview

 Liaise between  Authenticated

kitchen and service  Certificate of certificate with
areas training dry seal.
 Certificate of  Written test
achievement  Interview

PROMOTE FOOD AND BEVERAGE PRODUCTS

 Know the product

 Know the product  Authenticated

 Certificate of training certificate with
 Certificate of dry seal.
achievement  Written test
 Interview

 Undertake Suggestive  Authenticated

selling  Certificate of training certificate with
 Certificate of dry seal.
achievement  Written test
 Interview

 Carry out Upselling  Authenticated

strategies  Certificate of training certificate with
 Certificate of dry seal.
achievement  Written test
 Interview

PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
  Serve food orders

 Assist the diners

 Perform banquet or
catering food service
 Serve beverage
orders
 Process payments
and receipts
 Conclude food
service and close
down dining area
 Manage intoxicated
persons
PROVIDE ROOM SERVICE
 Take and process  Authenticated
room service orders  Certificate of training certificate with
 Certificate of dry seal.
achievement  Written test
 Interview

 Set up trays and  Authenticated

trolleys  Certificate of training certificate with
 Certificate of dry seal.
achievement  Written test
 Interview

 Present and serve
food and beverage
orders to guests

 Authenticated
 Certificate of training certificate with
 Certificate of dry seal.
achievement  Written test
 Interview

 Present room service  Authenticated

account  Certificate of training certificate with
 Certificate of dry seal.
achievement  Written test
 Interview

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
  Clear away room
service equipment
RECEIVE AND HANDLE GUEST CONCERNS
 Listen to the
complaint  Certificate of training
 Certificate of
achievement
 Apologize to the
guest
 Take proper action
on the complaint
 Record complaint
Food and Beverage
Services NCII
Provide Food and
Beverage Service
to Guests
 Authenticated
 Certificate of training certificate with
 Certificate of dry seal.
achievement  Written test
 Interview
 Authenticated
certificate with
dry seal.
 Written test
 Interview
 Authenticated
 Certificate of training certificate with
 Certificate of dry seal.
achievement  Written test
 Interview
 Authenticated
 Certificate of training certificate with
 Certificate of dry seal.
achievement  Written test
 Interview
 Authenticated
 Certificate of training certificate with
 Certificate of dry seal.
achievement  Written test
 Interview
Date Developed: Document No. SCMCSTI FSM
July 2010 Issued by:
Date Revised:
February 2012
Developed by: BTVTED FSM
Joey D. Catoto
Revision # 01
 Identifying Training Gaps

From the accomplished Self-Assessment Check (Form 1.1) and the

evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.

Summary of Current Competencies versus Required Competencies

Required Units of Current Training
Competency/Learning Gaps/Requirements
Competencies
Outcomes based on CBC
BASIC COMPETENCIES
1. PARTICIPATE IN WORKPLACE COMMUNICATION
1.1 Obtain and convey 1.1 Obtaining and
workplace information conveying workplace
information.
1.2 Speak English at a basic 1.2 Speaking English
operational level at a basic operational
level
1.3 Participate in workplace 1.3 Participating in
meetings and discussions workplace meetings
and discussions.
1.4 Complete relevant work 1.4 Completing
related documents relevant work related
documents.
2. WORK IN TEAM ENVIRONMENT
2.1 Describe team role and 2.1Describingteam
scope role and scope

2.2 Identify own role and 2.2 Identifying own

responsibility within team role and responsibility
within team
2.3 Work as a team member 2.3 Working as a
team member
2.4 Work effectively with 2.4 Working
colleagues effectively with
colleagues
2.5 Work in socially diverse 2.5 Working in
environment socially diverse
environment
3. PRACTICE CAREER PROFESSIONALISM
3.1 Integrate personal 3.1 Integrating
objectives with organizational personal objectives
goals with organizational

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
 goals
3.2 Set and meet work 3.2 Setting and
priorities meeting work
priorities
3.3 Maintain professional 3.3 Maintaining
growth and development professional growth
and development
4. PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
4.1 Identify hazards and risks 4.1 Identifying
hazards and risks
4.2 Evaluate hazards and 4.2 Evaluating
risks hazards and risks
4.3 Control hazards and risks 4.3 Controlling
hazards and risks
4.4 Maintain OHS 4.4 Maintaining OHS
awareness awareness
4.5 Perform basic first-aid 4.5 Performing basic
procedures first-aid procedures

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
COMMON COMPETENCIES
1. DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
1.1 Seek information on 1.1 Seeking
the industry information on the
industry
1.2 Update industry 1.2 Updating
knowledge industry knowledge

1.3 Develop and update 1.3 Developing and

local knowledge update local
knowledge

1.4 Promote products and 1.4 Promoting

services to customers products and
services to
customers
2. OBSERVE WORKPLACE HYGIENE PROCEDURES
2.1 Follow hygiene 2.1 Following
procedures hygiene procedures

2.2 Identify and prevent 2.2 Identifying and

hygiene risks prevent hygiene risks

3. PERFORM COMPUTER OPERATIONS

3.1 Plan and prepare for
task to be undertaken
3.2 Input data into
computer
3.1 Planning and
preparing for task to
be undertaken
3.2 Inputting data
into computer

3.3 Access information 3.3 Accessing

using computer information using
computer

3.4 Produce/output data 3.4 Producing output

using computer system data using computer
system

3.5 Maintain computer 3.5 Maintaining

equipment and systems computer equipment
and systems
4. PERFORM WORKPLACE AND SAFETY PRACTICES
4.1 Follow workplace 4.1 Following

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
procedures for health,
safety and security
practices
4.2 Perform child
protection duties relevant
to the tourism industry
workplace
procedures for
health, safety and
security practices
4.2 Performing child
protection duties
relevant to the
tourism industry

4.3 Observe and monitor 4.3 Observing and

people monitoring people

4.4 Deal with emergency 4.4 Dealing with

situations emergency situations

4.5 Maintain safe personal 4.5 Maintaining safe

presentation standards personal
presentation
standards
4.6 Maintain a safe and 4.6 Maintaining a
secure workplace safe and secure
workplace

5. PROVIDE EFFECTIVE CUSTOMER SERVICE

5.1 Greet customer 5.1Greeting
customer
5.2 Identify needs of 5.2 Identifying needs
customers of customers

5.3 Deliver service to 5.3 Delivering service

customer to customer

CORE COMPETENCIES
1. PREPARE THE DINING ROOM/RESTAURANT AREA FOR
SERVICE
1.1 Take table reservations 1.1 Taking table
reservations
1.2 Prepare service 1.2 Preparing service
stations and equipment stations and
equipment

1.3 Set up the tables in the 1.3 Setting up the

dining area tables in the dining

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
 area
1.4 Set the 1.4 Setting the
mood/ambiance of the mood/ambiance of
dining area the dining area

2. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE

ORDERS
2.1 Welcome and greet 2.1 Welcoming and
guests greeting guests
2.2 Seat the guests 2.2 Seating the
guests
2.3 Take food and beverage 2.3 Taking food and
orders beverage orders

2.4 Liaise between kitchen 2.4 Liaising between

and service areas kitchen and service
areas

3. FOOD AND BEVERAGE PRODUCTS

3.1 Know the product 3.1 Knowing the
product

3.2 Undertake Suggestive 3.2 Undertaking

selling Suggestive selling

3.3 Carry out Upselling 3.3 Carrying out

strategies Upselling strategies

4. PROVIDING FOOD AND BEVERAGE SERVICES TO GUESTS

4.1 Serve food orders 4.1Serving food

orders
4.2 Assist the diners 4.2 Assisting the
diners
4.3 Perform banquet or 4.3 Performing
catering food service banquet or catering
food service
4.4 Serve Beverage Orders 4.4 Serving
Beverage Orders
4.5 Process payments and 4.5 Processing
receipts payments and
receipts
4.6 Conclude food service 4.6 Concluding food

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
and close down dining area service and close
down dining area
4.7 Manage intoxicated 4.7 Managing
persons intoxicated persons
5. PROVIDE ROOM SERVICE

5.1 Take and process 5.1 Taking and

room service orders process room service
orders

5.2 Set up trays and 5.2 Setting up trays

trolleys and trolleys

5.3 Present and serve food 5.3 Presenting and

and beverage orders to serving food and
guest beverage orders to
guest

5.4 Present room service 5.4 Presenting room

account service account

5.5 Clear away room 5.5 Clearing away

service equipment room service
equipment

6. RECEIVE AND HANDLE GUEST CONCERNS

6.1 Listen to the complaint 6.1 Listening to the
complaint

6.2 Apologize to the guest 6.2 Apologizing to the

guest

6.3 Take proper action on 6.3 Taking proper

the complaint action on the
complaint

6.4 Record complain 6.5 Recording

complain

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
 Using Form No.1.4, convert the Training Gaps into a Training Needs/
Requirements. Refer to the CBC in identifying the Module Title or Unit of
Competency of the training needs identified.

Form No. 1.4: Training Needs (Sample)

Training Needs Module Duration
Title/Module of
(Learning Outcomes)
Instruction
Core Competencies

1. PREPARE THE DINING

ROOM/RESTAURANT
AREA FOR SERVICE
1.1 Take table reservations
Preparing the dining 53 hrs
1.2 Prepare service stations room/restaurant
and equipment area for service

1.3 Set up the tables in the

dining area
1.4 Set the mood/ambiance
of the dining area

2. WELCOME GUESTS
AND TAKE FOOD AND
BEVERAGE ORDERS

2.1 Welcome and greet

guests
Welcoming guest 53 hrs
2.2 Seat the guests and taking food and
beverage orders
2.3 Take food and beverage
orders
2.4 Liaise between kitchen
and service areas

3. PROMOTE FOOD AND

BEVERAGE PRODUCTS
3.1 Know the product Promoting food and 53 hrs
beverage products
3.2 Undertake Suggestive
selling

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
3.3 Carry out Upselling
strategies

4.PROVIDING FOOD AND

BEVERAGE SERVICES TO
GUESTS
4.1 Serve food orders
4.2 Assist the diners
4.3 Perform banquet or Providing food and 53 hrs
catering food service beverage services to
4.4 Serve Beverage Orders guest

4.5 Process payments and

receipts
4.6 Conclude food service
and close down dining area

4.7 Manage intoxicated

persons
5. PROVIDE ROOM
SERVICE
5.1 Take and process room
service orders
5.2 Set up trays and
trolleys Providing room 53 hrs
service
5.3 Present and serve food
and beverage orders to
guest
5.4 Present room service
account

5.5 Clear away room

service equipment
6.RECEIVE AND HANDLE
GUEST CONCERN
6.1 Listen to the complaint

6.2 Apologize to the guest Receiving and 53 hrs

handling guest
6.3 Take proper action on concern
the complaint

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01
6.4 Record complain

Food and Beverage Date Developed: Document No. SCMCSTI FSM

July 2010 Issued by:
Services NCII Date Revised:
February 2012
Provide Food and Developed by: BTVTED FSM
Beverage Service Joey D. Catoto
to Guests Revision # 01