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Competency Based Curriculum FOOD AND BEV

Professional Hotel (University of Southeastern Philippines)

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COMPETENCY-BASED
CURRICULUM

Sector:

TOURISM
Qualification:

FOOD AND BEVERAGE SERVICE NC II

HANDS-ON INTERNATIONAL SERVICES, INC.
Unit 6B Eisenhower Tower, No. 7 Eisenhower St., Greenhills San Juan City

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TABLE OF CONTENTS

Page

A. Course Design................................................................................................1-6
 Trainee Entry Requirements........................................................................1
 Course Structure.......................................................................................2-4
 Resources....................................................................................................5
 Assessment Method.....................................................................................6
 Course Delivery............................................................................................6
 Trainers Qualification...................................................................................6

B. Modules of Instruction..................................................................................7-78

 BASIC COMPETENCIES............................................................................8
o Participate in workplace communications.........................................9-11
o Work in a team environment...........................................................12-14
o Practice career professionalism .....................................................15-18
o Practice occupational health and safety procedures .....................19-23

 COMMON COMPETENCIES....................................................................24
o Develop and updating industry knowledge.....................................25-28
o Observe workplace hygienic procedures........................................29-31
o Perform computer operations..........................................................31-37
o Perform workplace and safety practices.........................................38-41
o Provide effective customer services................................................42-46

 Core Competencies...................................................................................47
o Prepare the dining room/restaurant area for service......................48-52
o Welcome guests and take food and beverage orders....................53-57
o Promote food and beverage products.............................................58-61
o Provide food and beverage services to guests...............................62-67
..................................................................................................................
o Provide room service.......................................................................68-73
o Receiving and handling guest concerns.........................................74-78

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COURSE DESIGN
FOOD AND BEVERAGE SERVICES
NC II

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COURSE DESIGN

COURSE TITLE : FOOD AND BEVERAGE SERVICES NC II

NOMINAL DURATION : 356 hours

COURSE DESCRIPTION :

This course is designed to enhance the knowledge, skills and attitude in providing food
and beverage services to clients, providing link between kitchen and service area, providing
room services, and developing and updating food and beverage knowledge. It covers the
basic, common and core competencies in Food and Beverage Services NC II.

ENTRY REQUIREMENTS :

Trainees or students should possess the following 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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Food and Beverage Services NC II
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COURSE STRUCTURE:

BASIC COMPETENCIES
(18 hours)

UNIT OF NOMINAL
MODULE TITLE LEARNING OUTCOMES
COMPETENCY DURATION
1. Particip 1.1 Participati 1.1.1 Obtain and convey
ate in ng in workplace workplace information
workplace communication 1.1.2 Complete relevant work
4 hours
communication related documents
1.1.3 Participate in workplace
meeting and discussion
2. Work in 2.1 Working 2.1.1 Describe and identify
a team in a team team role and
environment environment responsibility in a team 4 hours
2.1.2 Describe work as a team
member
3. Practice 3.1 Practicing 3.1.1 Integrate personal
career career objectives with
professionalism professionalism organizational goals.
3.1.2 Set and meet work 5 hours
priorities.
3.1.3 Maintain professional
growth and development
4. Practice 4.1 Practicing 4.1.1 Evaluate hazard and
occupational occupational risks
health and health and 4.1.2 Control hazards and risks
5 hours
safety safety 4.1.3 Maintain occupational
health and safety
awareness

COMMON COMPETENCIES
(18 hours)

UNIT OF NOMINAL
MODULE TITLE LEARNING OUTCOMES
COMPETENCY DURATION
1. Develop and 1.1 Developing 1.1.1 Identify and access key
update industry and update sources of information on
knowledge industry the industry
knowledge 1.1.2 Access, apply and share
2 hours
industry information
1.1.3 Update continuously
relevant industry
knowledge

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UNIT OF NOMINAL
MODULE TITLE LEARNING OUTCOMES
COMPETENCY DURATION
2. Observe 2.1 Observing 2.1.1 Practice personal
workplace workplace grooming and hygiene
hygiene hygiene 2.1.2 Practice safe and
procedures procedures hygienic handling, 4 hours
storage and disposal of
food, beverage and
materials
3. Perform 3.1 Performing 3.1.1 Identify and explain the
computer computer functions, general
operations operations features and capabilities
of both hardware and
software undertaken
3.1.2 Prepare and use
appropriate hardware and
software according to
task requirement 4 hours
3.1.3 Use appropriate devices
and procedures to
transfer files/data
3.1.4 Produce accurate and
complete data according
to the requirements
3.1.5 Maintain computer
system
4. Perform 4.1 Performing 4.1.1 Practice workplace safety
workplace and workplace and and security and hygiene
safety practices safety systems, processes and
practices operations
4.1.2 Respond appropriately to
faults, problems and 4 hours
emergency situations in
line with enterprise
guidelines
4.1.3 Maintain safe personal
presentation standards
5. Provide 5.1 Providing 5.1.1 Apply effective verbal and
effective effective non-verbal
customer customer communication skills to
service service respond to customer
need
5.1.2 Provide prompt and
quality service to
4 hours
customer
5.1.3 Handle queries promptly
and correctly in line with
enterprise procedures
5.1.4 Handle complaints,
evaluation and
recommendations
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CORE COMPETENCIES
(320 hours)

UNIT OF NOMINAL
MODULE TITLE LEARNING OUTCOMES
COMPETENCY DURATION
1. Prepare the 1.1 Preparing the 1.1.1 Take table reservation
dining dining room 1.1.2 Prepare service stations
room/restaurant /restaurant area for and equipment
area for service service 1.1.3 Set-up the tables in the 40 hours
dining area
1.1.4 Set the mood/ambiance
of the dining area
2. Welcome 2.1 Welcoming 2.1.1 Welcome and greet guests
guests and take guests and take 2.1.2 Seat the guest
food and food and beverage 2.1.3 Take food and beverage
16 hours
beverage orders orders orders
2.1.4 Liaise between kitchen
and service areas
3. Promote food 3.1 Promoting 3.1.1 Know the product
and beverage food and beverage 3.1.2 Undertake Suggestive
products products selling 16 hours
3.1.3 Carry out Upselling
strategies
4. Provide food 4.1 Providing food 4.1.1 Serve food orders
and beverage and beverage 4.1.2 Assist the diners
services to guests services to guests 4.1.3 Perform banquet or
catering food service
150 hours
4.1.4 Serve beverage orders
4.1.5 Conclude food service
and close down dining
area
5. Provide room 5.1 Providing room 5.1.1 Take and process room
service service service orders
5.1.2 Set up trays and trolleys
5.1.3 Present and serve food
and beverage orders to
90 hours
guests
5.1.4 Present room service
account
5.1.5 Clear away room service
equipment
6. Receive and 6.1 Receiving and 6.1.1 Listen to the complaint
handle guest handling guest 6.1.2 Apologize to the guest
concerns concerns 6.1.3 Take proper action on the 8 hours
complaint
6.1.4 Record complaint

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RESOURCES:
TOOLS
DINNERWARE CUTLERIES OTHER SERVICEWARE
Dinner plates, 10” Dinner knives Coffee pot
Show/service plates, 11-14” Dinner forks Tea pot
Salad plates 7-8” Salad knives Salt and Pepper shakers
Fish plates, 8-9” Salad forks service trays
Dessert plates, 7-8” Fish knives Silver platters
Side plates or bread plates, Round (bar) trays
Fish forks
6”
Soup spoons (cream and Tooth pick holders
Soup plate/bowl
consume)
Cups and saucers 5-6 oz Dessert spoons Napkin holders
CLOTHS Dessert forks Sugar containers
54”X54 table cloth Teaspoons Creamer containers
Table skirting cloths Cocktail forks Sauce/gravy boats
Rectangular table cloths Service forks Soup tureen
Side towels Service spoons Peppermill
GLASSWARE Steak knives Food tongs
Red wine glasses Butter knives Sauce ladles
White wine glasses Oyster forks Soup ladles
Water goblets OTHER ACCESSORIES Cake servers
Juice glasses/Hi ball Menu Folders Water pitchers
Champagne flute Order pads (Room Service) Plate covers
Collins glasses Bill folder/change trays Ice buckets with tongs
Pilsner glasses/Ice tea
Tray stand (optional)
glasses
EQUIPMENT
Dining/Banquet chairs Waiter station cabinet Square/rectangular tables
(4’s/6’s)
round tables (8’s)
MATERIALS
16” x16” Cloth Table napkin

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ASSESSMENT METHODS:

 Direct observation
 Practical demonstration
 Oral/written test

COURSE DELIVERY:

 Demonstration
 Self-paced instruction
 Film viewing
 Lecture/discussion
 Simulation
 On- the -Job Training
 Group Discussion
 Lecture/Demonstration

TRAINER'S QUALIFICATION:

 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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MODULES OF INSTRUCTION

BASIC COMPETENCIES

FOOD AND BEVERAGE SERVICE NC II

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UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATIONS

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.

NOMINAL DURATION : 4 hours

QUALIFICATION LEVEL : NC II

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

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the students/ trainees must be able to:

LO1. Obtain and convey workplace information

LO2. Complete relevant work related documents.

LO3. Participate in workplace meeting and discussion.

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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:

 Parts of speech
 Sentence construction
 Effective communication

CONDITIONS: The students/ trainees must be provided with the following:

 Writing materials (pen & paper)

 References (books)
 Manuals

METHODOLOGIES:

 Group discussion/Interaction
 Assignment method
 Competency-based learning materials method

ASSESSMENT METHODS:

 Written test
 Practical performance test
 Interview

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LO2. COMPLETE RELEVANT WORK RELATED DOCUMENTS

ASSESSMENT CRTERIA:

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 is 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.

CONTENTS:

 Basic mathematics
 Technical writing
 Types of forms

CONDITIONS:

The students/trainees must be provided with the following:

 Paper
 Pencils / ball pen
 Reference books
 Manuals

METHODOLOGIES:

 Group discussion/Interaction
 Assignment method
 Competency-based learning materials method

ASSESSMENT METHODS:

 Written test
 Practical! performance test
 Interview

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LO3. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION

ASSESSMENT CRITERIA:

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 establish protocols.
4. Workplace interaction are conducted in a courteous manner appropriate to
cultural background and authority in the enterprise procedures.
5. Questions about simple routine workplace procedures and matters concerning
conditions of employment are asked and responded.
6. Meeting outcomes are interpreted and implemented.

CONTENTS:

 Sentence construction
 Technical writing
 Recording information

CONDITIONS:

The students/trainees must be provided with the following:

 Paper
 Pencils/ball pen
 References (books)
 Manuals

METHODOLOGIES:

 Group discussions/Interaction
 Assignment method
 Competency-based learning materials method

ASSESSMENT METHODS:

 Written test
 Practical / performance test
 Interview

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Food and Beverage Services NC II
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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 in order to relate in a work-based environment.

NOMINAL DURATION : 4 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees must be able to:

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

LO2. Describe work as a team member.

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LO1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A

TEAM

ASSESSMENT CRITERIA:

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:

 Team role.
 Relationship and responsibilities
 Role and responsibilities with team environment.
 Relationship within a team.

CONDITIONS:

The students/ trainees must be provided with the following:

 SOP of workplace
 Job procedures
 Client / supplier instructions
 Quality standards
 Organizational or external personnel

METHODOLOGIES:

 Group discussion/interaction
 Case studies
 Simulation

ASSESSMENT METHODS:

 Written test
 Observation
 Simulation
 Role playing

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LO2. DESCRIBE WORK AS A TEAM MEMBER

ASSESSMENT CRITERIA:

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:

 Communication process
 Team structure / team roles
 Group planning and decision making

CONDITIONS:

The students I trainees must be provided with the following:

 SOP of workplace
 Job procedures
 Organization or external personnel

METHODOLOGIES:

 Group discussion/interaction
 Case studies
 Simulation

ASSESSMENT METHODS:

 Observation of work activities

 Observation through simulation or role play
 Case studies and scenarios.

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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, specifically; to
integrate personal objectives with organizational goals set
and meet work priorities and maintain professional growth
and development.

NOMINAL DURATION : 5 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Integrate personal objectives with organizational goals

LO2. Set and meet work priorities

LO3. Maintain professional growth and development

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LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS

ASSESSMENT CRITERIA:

1. Personal growth and work plans towards improving the

qualifications set for professionalism are achieved.
2. Intra- and interpersonal relationship in the course of managing
oneself based on performance evaluation is maintained.
3. Commitment to the organization and its goal is demonstrated in the
performance of duties.
4. Practice of appropriate personal hygiene is observed.
5. Job targets within key result areas are attained.

CONTENTS:

 Personal Development-Social Aspects: Intra and Interpersonal Development

 Organizational Goals
 Personal Hygiene and Practices
 Code of Ethics

CONDITIONS:

The students/ trainees must be provided with the following:

 Workplace
 Code of Ethics
 Organizational Goals
 Hand outs and PD-Social Aspects
 CD’s, VHS tapes, transparencies

METHODOLOGIES:

 Group discussion/interaction
 Simulation
 Demonstration/practical hands-on exercises
 Competency-based learning materials method

ASSESSMENT METHODS:

 Role play
 Interview
 Written examination

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Food and Beverage Services NC II
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LO2. SET AND MEET WORK PRIORITIES

ASSESSMENT CRITERIA:

1. Competing demands to achieve personal, team and organizational goals and

objectives are prioritized.
2. Resources are utilized efficiently and effectively to manage work priorities and
commitments.
3. Practices and economic use and maintenance of equipment and facilities are
followed as per established procedures.
4. Job targets within key result areas are attained.

CONTENTS:

 Organizational KRAs
 Work Values and Ethical Standards
 Company policies on the use and maintenance of equipment

CONDITIONS:

The students/ trainees must be provided with the following

 Organizational KRA
 Work values and ethics
 Company policies and standards
 Sample job targets
 Learning Guides
 CD’s, VHS tapes, transparencies

METHODOLOGIES:

 Group discussion/interaction
 Structured activity
 Demonstration/practical hands-on exercises
 Competency-based learning materials method

ASSESSMENT METHODS:

 Role play
 Interview
 Written examination

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LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

ASSESSMENT CRITERIA:

1. Training and career opportunities relevant to the job requirements are

identified and availed.
2. Licenses and/or certifications according to the requirements of the
qualifications are acquired and maintained
3. Fundamental rights at work including gender sensitivity are
manifested/observed
4. Training and career opportunities based on the requirements of industry
are completed and updated.

CONTENTS:

 Qualification Standards
 Gender and Development (GAD) Sensitivity
 Professionalism in the Workplace
 List of Professional Licenses

CONDITIONS:

The students/ trainees must be provided with the following:

 Quality Standards
 GAD handouts
 CD’s, VHS tapes on Professionalism in the Workplace
 Professional Licenses samples

METHODOLOGIES:

 Group discussion/interaction
 Film viewing
 Role play/simulation

ASSESSMENT METHODS:

 Demonstration
 Interview
 Written examination
 Portfolio assessment

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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 OH & S awareness.

NOMINAL DURATION : 5 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

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LO1. IDENTIFY HAZARDS AND RISKS

ASSESSMENT CRITERIA:

1. Workplace hazards and risks are identified and clearly explained.

2. Hazards/Risks and its corresponding indicators are identified in with the
company procedures.
3. Contingency measures are recognized and established in accordance with
organizational procedures.

CONTENTS:

 Hazards and risks identification and control

 Organizational safety and health protocol
 Threshold limit value (TLV)
 OHS indicators

CONDITIONS:

The students/ trainees must be provided with the following:

 Workplace
 PPE
 Learning Guides
 Handouts
 Organizational Safety and Health Protocol
 OHS Indicators
 Threshold Limit Value
 Hazards/Risk Identification and Control
 CD’s, VHS tapes, transparencies

METHODOLOGIES:

 Group discussion/interaction
 Simulation
 Symposium
 Group dynamics

ASSESSMENT METHODS:

 Situation analysis
 Interview
 Practical examination
 Written examination

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LO1. EVALUATE HAZARDS AND RISKS

ASSESSMENT CRITERIA:

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:

 TLV table
 Phil OHS Standards
 Effects of hazards in the workplace
 Ergonomics
 Employees Compensation Commission (ECC) regulations

CONDITIONS:

The students/trainees must be provided with the following

 Handout on
- Phil. OHS Standards
- Effects of hazards in the workplace
- Ergonomics
- ECC regulations
 TLV Table
 CD’s, VHS tapes, transparencies

METHODOLOGIES:

 Group discussion/interaction
 Situation analysis
 Symposium
 Film viewing
 Group dynamics

ASSESSMENT METHODS:

 Interview
 Written examination
 Simulation

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LO2. CONTROL HAZARDS AND RISKS

ASSESSMENT CRITERIA:

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:

 Safety Regulations
 Clean Air Act
 Electrical and Fire Safety Code
 Waste management
 Disaster Preparedness and Management
 Contingency Measures and Procedures

CONDITIONS:

The students/trainees must be provided with the following:

 Handouts on
- Safety Regulations
- Clean Air Act
- Electrical and Fire Safety Code
- Waste management
- Disaster Preparedness and Management
- Contingency Measures and Procedures
- OHS Personal Records
 PPE
 CD’s, VHS tapes, transparencies

METHODOLOGIES:

 Group discussion/interaction
 Symposium
 Film viewing
 Group dynamics
 Self pace

ASSESSMENT METHODS:

 Written
 Interview
 Case/situation analysis
 Simulation

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LO3. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS

ASSESSMENT CRITERIA:

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 are maintained in line with organization guidelines and
procedures.

CONTENTS:

 Operational health and safety procedure, practices and regulations

 Emergency-related drills and training

CONDITIONS:

The students/trainees must be provided with the following:

 Workplace
 PPE
 OHS personal records
 CD’s, VHS tapes, transparencies
 Health record

METHODOLOGIES:

 Group discussion/interaction
 Simulation
 Symposium
 Film viewing
 Group dynamics

ASSESSMENT METHODS:

 Demonstration
 Interview
 Written examination
 Portfolio assessment

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MODULES OF INSTRUCTION

COMMON COMPETENCIES

FOOD AND BEVERAGE SERVICE NC II

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UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

MODULE TITLE : DEVELOPING AND UPDATING INDUSTRY KNOWLEDGE

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes
required to access, increase and update industry knowledge.

NOMINAL DURATION : 2 hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainees/students must be able to:

LO1. Identify and access key resources of information on the industry

LO2. Access, apply and share industry information

LO3. Update continuously relevant industry knowledge

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LO1. IDENTIFY AND ACCESS KEY RESOURCES OF INFORMATION ON THE

INDUSTRY

ASSESSMENT CRITERIA:

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
- Media
- Reference book
- Libraries
- Union
- Industry association
- Internet
- Personal observation

CONDITIONS:

The students/trainees must be provided with the following

 Proper hygiene procedure manuals

 Internet
 Personal computer
 Reference book
 Industry journals

METHODOLOGIES:

 Self paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS

 Written/oral examination
 Practical demonstration

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LO2. ACCESS, APPLY AND SHARE INDUSTRY INFORMATION

ASSESSMENT CRITERIA:

1. Sources of information on the industry are accessed and applied

2. Industry information is correctly applied to day-to-day activity
3. Information to assist effective work performance is obtained

CONTENTS:

 Trade unions environmental issues and requirements

 Industrial relations issues and major organization
 Career opportunities
 Work ethic required to work in the industry
 Quality assurance

CONDITIONS:

The students/trainees must be provided with the following

 Industry journals/manuals
 Internet
 Personal computer
 Reference book

METHODOLOGIES:

 Self paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS

 Written/oral examination
 Practical demonstration

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LO3. UPDATE CONTINUOUSLY RELEVANT INDUSTRY KNOWLEDGE

ASSESSMENT CRITERIA:

1. Updated knowledge is shared with customer and colleagues

2. Formal and informal research is use to update general knowledge of the industry

CONTENTS:

 Information sources
- Media
- Libraries/reference book
- Union/industry association
- Internet
 Legislation that affects the industry

CONDITIONS:

The students/trainees must be provided with the following

 Internet
 Personal computer
 Reference book

METHODOLOGIES:

 Self paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS

 Written/oral examination
 Practical demonstration

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UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENIC PROCEDURES

MODULE TITLE : OBSERVING WORKPLACE HYGIENIC PROCEDURES

MODULE DESCRIPTOR : This module deals with the knowledge, skills and attitudes in
observing workplace hygienic procedures. It also includes
following hygienic procedures and identifying and preventing
hygienic risks.

NOMINAL DURATION : 4 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Practice personal grooming and hygiene

LO2. Practice safe and hygienic handling, storage and disposal of food, beverage and
nmaterials.

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LO1. PRACTICE PERSONAL GROOMING AND HYGIENE

ASSESSMENT CRITERIA:

1. Workplace hygienic procedures 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:

 Personal grooming and hygiene.

 Typical hygienic and control procedures in the hospitality and tourism industries.
 Overview of legislation and regulation in relation to food handling, personal and
general hygiene.

CONDITIONS:

Students/trainees must be provided with the following:

 Sources of information on the industry.

 Industry knowledge.

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Interview/questioning.
 Practical demonstration.
 Portfolio of industry information related to trainee’s work.

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LO2. PRACTICE SAFE AND HYGIENIC HANDLING, STORAGE AND

DISPOSAL OF FOOD , STORAGE AND DISPOSAL OF FOOD,
BEVERAGE AND MATERIALS
ASSESSMENT CRITERIA:

1. Potential hygienic risks are identified in line with enterprise procedures.

2. Action to minimize and remove risks is taken within scope of individual
responsibility of enterprise / legal requirements.
3. Hygienic risks beyond control of individual staff members are reported to the
appropriate person for follow up.

CONTENTS:

 Knowledge on factors which contribute to workplace hygiene problems.

 General hazards in handling of food, linen and laundry and garbage, including
major causes of contamination and cross-infection.
 Sources of and reasons for food poisoning.
 Hygienic risks, minimizing or removing.

CONDITIONS:

Students/trainees must be provided with the following:

 Sources of information on the industry.

 Industry knowledge.

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Written examination
 Practical examination

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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
inputting, accessing, producing and transferring data using
appropriate hardware and software.

SUGGESTED DURATION : 4 hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the students/trainees must be able to:

LO1. Identify and explain the functions, general features and capabilities of both hardware
and software

LO2. Prepare and use appropriate hardware and software according to task requirement

LO3. Use appropriate devices and procedures to transfer files/data

LO4. Produce accurate and complete data according to the requirements

LO5. Maintain computer system

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LO1. IDENTIFY AND EXPLAIN THE FUNCTIONS, GENERAL FEATURES AND

CAPABILITIES OF BOTH HARDWARE AND SOFTWARE

ASSESSMENT CRITERIA:
1. General features of the computer are explained according to sequence of
operation.
2. Functions of computer hardware and software are identified and explained.
3. Types of peripheral devices are identified.
4. Connections between computer and peripheral devices are explained.

CONTENTS:
 Main types of computers and basic features of different operating systems
 Main parts of a computer
 Storage devices and basic categories of memory
 Types of software
 Peripheral devices

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

METHODOLOGIES:
 Self-paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS:
 Written/oral examination
 Practical demonstration
 interview

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LO2. PREPARE AND USE APPROPRIATE HARDWARE AND SOFTWARE

ACCORDING TO TASK REQUIREMENT

ASSESSMENT CRITERIA:

1. Requirements of task are determined.

2. Prepared and used hardware components correctly and according to task
requirement.
3. Task is planned to ensure OH & S guidelines and procedures are followed.

CONTENTS:

 Basic ergonomics of keyboard and computer use

 Standard operating procedures in entering and saving data
into the computer
 Storage media
 Ergonomic guidelines

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

METHODOLOGIES:

 Self-paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS:
 Written/oral examination
 Practical demonstration
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 interview

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LO3. USE APPROPRIATE DEVICES AND PROCEDURES TO TRANSFER FILES/DATA

ASSESSMENT CRITERIA:

1. Correct program/application is selected based on job requirements

2. Program/application containing the information required is accessed in
accordance with the company procedures
3. Desktop icons are correctly selected, opened and closed for navigation purposes.
4. Keyboard techniques is carried out in line with OHS requirements for safe use of
keyboards

CONTENTS:

 Procedures/techniques in accessing Information

 Desktop Icons
 Keyboard techniques based on OHS requirements

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

METHODOLOGIES:

 Self-paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS
 Written/oral examination
 Practical demonstration
 interview
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LO4. PRODUCE ACCURATE AND COMPLETE DATA ACCORDING TO THE

REQUIREMENTS

ASSESSMENT CRITERIA:

1. Entered data is processed using appropriate software commands

2. Printed out data as required using computer hardware/peripheral devices is in
accordance with standard operating procedures
3. 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

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

METHODOLOGIES:

 Self-paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS
 Written/oral examination
 Practical demonstration
 interview
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LO5. MAINTAIN COMPUTER SYSTEM

ASSESSMENT CRITERIA:
1. Cleaning, minor maintenance and replacement of consumables are implemented
in accordance with standard operating procedures
2. Procedures for ensuring security of data including regular back-ups and virus
checks are implemented in accordance with standard operating procedures
3. 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
 Reviewing Programs
 Deleting Unwanted Files
 Checking Hard Disk for Errors
 Viruses and Up to Date Anti-Virus Programs

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

METHODOLOGIES:
 Self-paced/modular
 Demonstration
 Small group discussion

ASSESSMENT METHODS
 Written/oral examination
 Practical demonstration
 interview

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UNIT OF COMPETENCY : PERFORM WORKPLACE AND SAFETY PRACTICES

MODULE TITLE : PERFORMING WORKPLACE AND SAFETY PRACTICES

MODULE DESCRIPTOR : This module covers performing workplace and safety

practices also in dealing with emergency situations.

NOMINAL DURATION : 4 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Practice workplace safety, security and hygiene systems, processes and operations

LO2. Respond appropriately to faults, problems and emergency situations in line with
enterprise guidelines

LO3. Maintain safe personal presentation standards.

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LO1. PRACTICE WORKPLACE SAFETY, SECURITY AND HYGIENE SYSTEMS

ASSESSMENT CRITERIA:

1. Workplace procedures for health, safety and security are identified and clearly
explained.
2. Hazards and control are identified in line with workplace procedures.
3. Safe work techniques in regard with the used of devices and equipment are
recognized and established.
4. Practice of 5S is understood and applied in workplace.

CONTENTS:

 Correct health, safety and security practices in line with workplace procedures.
 Safe and proper work techniques in using devices and equipment
 Hazard identification and control
 Security of documents, cash, equipment and people.
 5S

CONDITIONS:

Students/trainees must be provided with the following:

 Sample workplace equipment and devices.

 Hand-outs / printed materials of safety manuals
 Film / video clips

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation
 Dramatization / fire drill

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LO2. RESPOND APPROPRIATELY TO FAULTS, PROBLEMS AND

EMERGENCY SITUATIONS IN LINE WITH ENTERPRISE GUIDELINES

ASSESSMENT CRITERIA:

1. Emergency situations are recognized and appropriate actions are taken.

2. Emergency procedures are followed in line with workplace procedures.
3. Details of emergency situations are reported in line with workplace
procedures.

CONTENTS:

 Types / kinds of emergency.

 Emergency procedure – recognition, action and prevention.
 First aid procedures.

CONDITIONS:

Students/trainees must be provided with the following:

 Hands-out
 Film / video clips
 First aid kit.

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation
 Dramatization / fire drill

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LO3. MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS

ASSESSMENT CRITERION:

1. Safe personal standards are identified and followed in line with workplace.

CONTENTS:

 Use of PPE
 Safe and proper posture.

CONDITIONS:

Students/trainees must be provided with the following:

 Hands-out
 Film / video clips

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation
 Dramatization / fire drill

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UNIT OF COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICES

MODULE TITLE : PROVIDING EFFECTIVE CUSTOMER SERVICES

MODULE DESCRIPTOR : This module deals with the knowledge, skills and attitudes in
providing effective customer services. It includes greeting
customers, identifying customer needs, delivering service to
customers, handling queries through telephone, fax machine,
Internet, e-mail, SMS and handling complaints evaluation
and recommendations.

NOMINAL DURATION : 4 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Apply effective verbal and non-verbal communication skills to respond to customer
needs

LO2. Provide prompt and quality service to customer

LO3. Handle queries promptly and correctly in line with enterprise procedures

LO4. Handle complaints, evaluation and recommendations

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LO1. APPLY EFFECTIVE VERBAL AND NON-VERBAL COPMMUNICATIONS

SKILLS TO RESOPOND TO CUSTOMER NEEDS

ASSESSMENT CRITERIA:

1. Proper greeting of customer is specified according to standard procedure of

workplace.
2. Verbal and non-verbal communication are identified and appropriated to the
situation.
3. Non-verbal communication is observed carefully.
4. Cultural and social differences is understood and demonstrated.

CONTENTS:

 Components of communication, communication process and barriers of

communication.
 Verbal and non-verbal communication.
 Body language, gestures, facial expressions, mannerisms.
 Customs and traditions of different races.
 Modes of greeting and fare welling according to cultural and social differences.

CONDITIONS:

Students/trainees must be provided with the following:

 Hands-out
 Flowchart / diagram
 Film / video clips

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation

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LO2. PROVIDE PROMPT AND QUALITY SERVICE TO CUSTOMER

ASSESSMENT CRITERIA:

1. Interpersonal skills are used to accurately identify the needs of the customer.
2. Urgency of needs should be assessed and identified.
3. Proper information and details provided to the customer.
4. Limitation in addressing needs is recognized and identified.

CONTENTS:

 Enhancement of interpersonal and listening skills.

 Good working attitude and pleasant approach.
 Public relations skills.

CONDITIONS:

Students/trainees must be provided with the following:

 Hands-out
 Film / video clips

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation

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LO3. HANDLE QUERIES PROMPTLY AND CORRECTLY IN LINE WITH

ENTERPRISE PROCEDURES

ASSESSMENT CRITERIA:

1. Customer needs are promptly attended in line with workplace procedures and
regulations.
2. Appropriate relation is maintained with customer to meet high quality service
delivery.
3. Enhancement of quality of service is taken whenever possible.

CONTENTS:

 Modes of greeting and farewell.

 Proper addressing of needs of persons. (by gender, age, status, physical
condition)
 Style manual requirement.
 Standard letters and proformas.

CONDITIONS:

Students/trainees must be provided with the following:

 Hands-out
 Film / video clips

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation

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LO4. HANDLE COMPLAINTS, EVALUATION AND RECOMMENDATIONS

ASSESSMENT CRITERIA:

1. Guests are politely greeted.

2. Complaint is resolved with responsibility.
3. Nature and details of complaint are established.
4. Action is taken appropriately to resolve the complaint to meet customer
satisfaction.
5. Evaluation and recommendations are acted upon with sincerity to ensure high
quality standards.

CONTENTS:

 Proper way of answering complaints in line with workplace procedures.

 Nature and details of complaints.
 Industry/ workplace procedures in giving evaluation and recommendations.

CONDITIONS:

Students/trainees must be provided with the following:

 Hands-out
 Film / video clips
 Sample complaint/evaluation and recommendation sheet from industry.

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation

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MODULES OF INSTRUCTION

CORE COMPETENCIES

FOOD AND BEVERAGE SERVICE NC II

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UNIT OF COMPETENCY : PREPARE THE DINING ROOM/RESTAURANT AREA FOR

SERVICE

MODULE TITLE : PREPARING THE DINING ROOM/RESTAURANT AREA

FOR SERVICE

MODULE DESCRIPTION : This module 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

NOMINAL DURATION : 40 hours

SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able to:

LO1. Take table reservation

LO2. Prepare service stations and equipment

LO3. Set-up the tables in the dining area

LO4. Set the mood/ambiance of the dining area

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LO1. TAKE TABLE RESERVATION

ASSESSMENT CRITERIA:
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:
 Service Inquiries
 Details of the reservation
 Reservation records or forms

CONDITIONS:
 May be received through the following:
 Telephone
 Fax
 Email
 Internet
 In person
 The trainee / student must be provided with the following:
 Reservation Sheets
 Logbook
 Computer
 Reservation Cards

METHODOLOGIES:
 Lecture-Discussion
 Demonstration with return demo
 Role Play
 Audio-visual presentations Visual aids (photos, drawings)

ASSESSMENT METHODS:
 Simulation/Practical test
 Oral questioning
 Written exam
 On-the-Job Training

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LO2. PREPARE SERVICE STATIONS AND EQUIPMENT

ASSESSMENT CRITERIA:
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:
 Hygienic and appropriate personal presentation
 Legislation on OH & S and food hygiene

CONDITIONS:
The trainee / student must be provided with the following:
 Table and chairs  Cup and saucer
 Dinner fork  Flower arrangement
 Table cloth (fresh/artificial)
 Table napkin  Dinner knife
 Teaspoon  Ashtray
 Glasswares  Tray
 Condiment  Plates
 Water goblet  Linens
 Sugar bowl / creamer  Service wares

METHODOLOGIES:
 Lecture
 Discussion
 Film viewing
 Demonstration
 On-the-Job Training

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

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LO3. SET-UP THE TABLES IN THE DINING AREA

ASSESSMENT CRITERIA:
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.

CONTENTS:
 Napkin folding styles
 Table skirting designs

CONDITIONS:
The trainee / student must be provided with the following:

 Table and chairs  Cup and saucer

 Dinner fork  Flower arrangement
 Table cloth (fresh/artificial)
 Table napkin  Dinner knife
 Teaspoon  Ashtray
 Glasswares  Tray
 Condiment  Plates
 Water goblet  Linens
 Sugar bowl / creamer  Service wares

METHODOLOGIES:
 Lecture
 Discussion
 Film viewing
 Demonstration
 On-the-Job Training

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

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LO4. SET THE MOOD/AMBIANCE OF THE DINING AREA

ASSESSMENT CRITERIA:
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.

CONTENTS:
 Dining room/ Restaurant equipment setup

CONDITIONS:
 The trainee / student must be provided with the following:
 Table and chairs
 Table cloth
 Table napkin
 Flower arrangement
(fresh/artificial)

METHODOLOGIES:
 Lecture
 Discussion
 Film viewing
 Demonstration
 On-the-Job Training

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

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UNIT OF COMPETENCY : WELCOME GUESTS AND TAKE FOOD AND BEVERAGE

ORDERS

MODULE TITLE : WELCOMING GUESTS AND TAKING FOOD AND

BEVERAGE ORDERS

MODULE DESCRIPTION : This module 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

NOMINAL DURATION : 16 hours

SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able to:

LO1. Welcome and greet guests

LO2. Seat the guest

LO3. Take food and beverage orders

LO4. Liaise between kitchen and service areas

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LO1. WELCOME AND GREET GUESTS

ASSESSMENT CRITERIA:
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:
 Welcoming and greeting guests procedures

CONDITIONS:
 The trainee / student are skilled in Basic Communication

METHODOLOGIES:
 Lecture-Discussion
 Demonstration with return demo
 Role Play
 Audio-visual presentations Visual aids (photos, drawings)

ASSESSMENT METHODS:
 Simulation/Practical test
 On-the-Job Training

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LO2. SEAT THE GUEST

ASSESSMENT CRITERIA:
1. Guests are escorted and seated according to table allocations
2. Tables are utilized according to the number of party.
3. Guests are seated evenly among stations to control the traffic flow of guests in the
dining room.
4. Cloth napkins are opened for the guests when applicable.
5. Water is served when applicable, according to the standards of the foodservice
facility.

CONTENTS:
 Seating guests procedures
 Sequence of Food Service

CONDITIONS:
The trainee / student must be provided with the following:
 Table and chairs
 Table cloth
 Table napkin
 Glasswares
 Water goblet
 Service wares

METHODOLOGIES:
 Lecture
 Discussion
 Film viewing
 Demonstration
 On-the-Job Training

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

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LO3. TAKE FOOD AND BEVERAGE ORDERS

ASSESSMENT CRITERIA:
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.

CONTENTS:
 Basic Menu types
 Order taking procedures
 Principles of promotion and selling
 Suggestive selling techniques
 Product and service knowledge

CONDITIONS:
 The trainee / student must be provided with the following:
 Different order taking systems
 Docket system
 Checklist
 Blank order slips
 Touchscreen POS system
 Different menu forms
 A la carte
 Table d’hote
 Carte du jour

METHODOLOGIES:
 Lecture
 Discussion
 Film viewing
 Demonstration
 On-the-Job Training

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

LO4. LIAISE BETWEEN KITCHEN AND SERVICE AREAS

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ASSESSMENT CRITERIA:
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.

CONTENTS:
 Product and service knowledge
 OHS and sanitation procedures in services

CONDITIONS:
 The trainee / student must know to operate basic technology base equipment
 POS
 Electronic order tablet

METHODOLOGIES:
 Lecture
 Discussion
 Demonstration
 On-the-Job Training

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

UNIT OF COMPETENCY : PROMOTE FOOD AND BEVERAGE PRODUCTS

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MODULE TITLE : PROMOTING FOOD AND BEVERAGE PRODUCTS

MODULE DESCRIPTION : This module deals with the knowledge and skills required in
providing advice to customers on food and beverage
products in foodservice enterprises

NOMINAL DURATION : 16 hours

SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able to:

LO1. Know the product

LO2. Undertake Suggestive selling

LO3. Carry out Upselling strategies

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LO1. KNOW THE PRODUCT

ASSESSMENT CRITERIA:
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.

CONTENTS:
 Information about foods and allergens
 Menu familiarization
 Types of Menus

CONDITIONS:
 The trainee / student are skilled in Basic Communication
 The trainee / student must be provided with the following:
 Menu
 Order taking systems

METHODOLOGIES:
 Lecture-Discussion
 Demonstration with return demo
 Role Play
 Audio-visual presentations Visual aids (photos, drawings)

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

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LO2. UNDERTAKE SUGGESTIVE SELLING

ASSESSMENT CRITERIA:
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.

CONTENTS:
 Food pairing
 Beverage pairing

CONDITIONS:
 The trainee / student must be provided with the following:
 Menu
 Order taking systems

METHODOLOGIES:
 Lecture-Discussion
 Demonstration with return demo
 Role Play
 Audio-visual presentations Visual aids (photos, drawings)

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

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LO3. UNDERTAKE SUGGESTIVE SELLING

ASSESSMENT CRITERIA:
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.

CONTENTS:
 Demonstrating ability to apply up selling products knowledge
 Suggestive selling techniques and principles
 Upselling techniques

CONDITIONS:
 The trainee / student must be provided with the following:
 Menu
 Order taking systems

METHODOLOGIES:
 Lecture-Discussion
 Demonstration with return demo
 Role Play
 Audio-visual presentations Visual aids (photos, drawings)

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

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UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICES TO

GUESTS

MODULE TITLE : PROVIDING FOOD AND BEVERAGE SERVICES TO

GUESTS

MODULE DESCRIPTION : This module 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.

NOMINAL DURATION : 150 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able to:

LO1 Serve food orders

LO2 Assist the diners

LO3 Perform banquet or catering food service

LO4 Serve beverage orders

LO5 Conclude food service and close down dining area

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LO1. SERVE FOOD ORDERS

ASSESSMENT CRITERIA:
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.

CONTENTS:
 Serving styles
 Sequence of service

CONDITIONS:
The trainee/student must be provided with the following:
 Tables and chairs  Dinner knife
 Glassware  Ashtray
 Dinner fork  Trays
 Dinner spoon  Plates
 Table cloth  Cutlery
 Table napkin  Crockery
 Teaspoon  Linen
 Menu and wine list  Condiments
 Flower arrangement  Cash register
(artificial/fresh)  Coffee maker
METHODOLOGIES:
 Lecture
 Discussion
 Film viewing
 Demonstration
 On-the-Job Training

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

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LO2. ASSIST THE DINERS

ASSESSMENT CRITERIA:
1. Standard of Table Set-Up
2. Additional requests or needs of the guests are anticipated
3. Additional food and beverage are offered and served at the
appropriate times
4. Necessary condiments and appropriate tableware are provided
based on the food order
5. Delays or deficiencies in service are recognized and followed up
promptly based on enterprise policy
6. Water, bread, and butter are replenished when required
7. Children and guests with special needs are treated with extra
attention and care.

CONTENTS:
 General service principles
 Handling guests with special needs

CONDITIONS:
 The trainee / student must be provided with the following:
 Table and chairs  Cup and saucer
 Dinner fork  Dinner knife
 Table cloth  Ashtray
 Table napkin  Tray
 Teaspoon  Plates
 Glasswares  Linens
 Condiment  Service wares
 Water goblet
 Sugar bowl / creamer

METHODOLOGIES:
 Lecture
 Discussion
 Film viewing
 Demonstration
 On-the-Job Training

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

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LO3. PERFORM BANQUET OR CATERING FOOD SERVICE

ASSESSMENT CRITERIA:
1. Serviceware 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.

CONTENTS:
 General service principles

CONDITIONS:
The trainees / students must be provided with the following:
 Guidelines
 Company rules and regulations
 Simulated environment

METHODOLOGIES:
 Lecture
 Discussion
 Demonstration
 Video presentation

ASSESSMENT METHODS:
 Return demonstration
 Observation
 Oral/written examination
 On-the-Job Training

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LO4. SERVE BEVERAGE ORDERS

ASSESSMENT CRITERIA:
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.

CONTENTS:
 Beverages and Wine Services

CONDITIONS:
The trainee/student must be provided with the following:

 Menu cards
 Order pad / slip
 Pen

METHODOLOGIES:

 Lecture
 Discussion
 Film viewing
 Demonstration

ASSESSMENT METHODS:

 Written / Oral test

 Practical test

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LO5. CONCLUDE FOOD SERVICE AND CLOSE DOWN DINING AREA

ASSESSMENT CRITERIA:
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.

CONTENTS:
 Procedures in re-setting tables
 Safety practices in resetting the table

CONDITIONS:
The trainee/student must be provided with the following:
 Guidelines 
 Instructions  Shakers
 Hotel & Restaurant rules and  Flower base
regulation  Table napkins
 Table and chairs  Glassware
 Trays  Able cloth
 Condiments  Chinaware
 Ashtrays  Flatware

METHODOLOGIES:
 Lecture
 Discussion
 Film viewing
 Demonstration
 On-the-Job Training

ASSESSMENT METHOS:
 Written / oral test
 Practical test

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UNIT OF COMPETENCY : PROVIDE ROOM SERVICE

MODULE TITLE : PROVIDING ROOM SERVICE

MODULE DESCRIPTOR : This module 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.

NOMINAL DURATION : 90 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Take and process room service orders

LO2. Set-up trays and trolleys

LO3. Present and serve food and beverage orders to guests

LO4. Present room service accounts

LO5. Clear away room service equipment

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LO1. TAKE AND PROCESS ROOM SERVICE ORDERS

ASSESSMENT CRITERIA:
1. Answer telephone with proper telephone etiquettes
2. Check name of customer during interaction
3. Clarifies, repeat and checks details accurately
4. Uses selling techniques when appropriate
5. Advise clients of approximate time of delivery
6. Records service orders according to establishment’s standards
7. Interprets room service orders received from doorknob dockets
8. Promptly transfer orders in appropriate location for preparation

CONTENT:
 Taking room service orders

CONDITIONS:
Student/ trainee must be provided with the following:
Equipment Materials/ Supplies
 Telephone  Pen and paper
 Guidelines


METHODOLOGIES:
 Modular (self-paced)
 Electronic learning
 Industry Immersion
 Film viewing
 Demonstration
 Discussion
 On-the-Job Training

ASSESSMENT METHODS:
 Interview (oral/ questionnaire)
 Observation
 Demonstration of Practical Skills
 Written examination

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LO2. SET-UP TRAYS AND TROLLEYS

ASSESSMENT CRITERIA:
1. Prepare food and beverage items in accordance to establishment standards
2. Prepare general service equipments according to establishment standards
3. Set up trolleys and trays for variety of meals in accordance to set-up presentation
and establishment standards
4. Selects and checks equipment and materials for cleanliness and damages
5. Food and beverages are promptly collected based on establishment procedures
6. Checks orders before leaving the kitchen for delivery

CONTENTS:
 Equipment and material selection and set-up

CONDITIONS:
Student/ trainee must be provided with the following:
Tools Equipment Materials/ Supplies
 butlers  Trolley  hand towels
 condiments  pen and paper
 cutlery  beverages
 glassware

METHODOLOGIES:
 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion
 On-the-Job Training

ASSESSMENT METHODS:
 Interview (oral/ questionnaire)
 Observation
 Demonstration of Practical Skills
 Written examination

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LO3. PRESENT AND SERVE FOOD AND BEVERAGE ORDERS TO GUESTS

ASSESSMENT CRITERIA:
1. Knocks guest’s room courteously
2. Greets guest upon entry of the room in accordance to establishment’ standards
3. Consults guest as to where the tray is laid or where to position trolley inside the
room

CONTENT:
 Room service meal delivery and serving

CONDITIONS:
Student/ trainee must be provided with the following:
Tools Equipment Materials/ Supplies
 trays  Trolleys  Linen
 Toasters  Glassware
 Warming  Table
equipment/ lids appointments
METHODOLOGIES:
 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion
 On-the-Job Training

ASSESSMENT METHODS:
 Interview (oral/ questionnaire)
 Observation
 Demonstration of Practical Skills
 Written examination

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LO4. PRESENT ROOM SERVICE ACCOUNTS

ASSESSMENT CRITERIA:
1. Check guest account accurately
2. Presents account in accordance to establishments’ procedures
3. Presents cash payment to cashier for processing in accordance to
establishments’ guidelines
4. Presents charge accounts to guest for signing based on establishments’
procedures

CONTENT:
 Billing of guest

CONDITIONS:
Student/ trainee must be provided with the following:

 Materials/ Supplies
- Pen and paper
- Cashier’s receipt
- guidelines
- instructions

METHODOLOGIES:
 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion
 On-the-Job Training

ASSESSMENT METHODS:
 Interview (oral/ questionnaire)
 Observation
 Demonstration of Practical Skills
 Written examination

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LO5. CLEAR AWAY ROOM SERVICE EQUIPMENT

ASSESSMENT CRITERIA:
1. Checks and clear floors in accordance with establishment’s policy and guidelines
2. Returns trays and trolleys to the room service in accordance to company
procedures
3. Re-stocks food and beverage and equipments in accordance to establishment’s
policy

CONTENT:
 Clean room service area

CONDITIONS:
Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

 trays  Trolleys  Linen
 Toasters  Glassware
 Warming  Table
equipment appointments

METHODOLOGIES:
 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion
 On-the-Job Training

ASSESSMENT METHODS:
 Interview (oral/ questionnaire)
 Observation
 Demonstration of Practical Skills
 Written examination

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UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST CONCERNS

MODULE TITLE : RECEIVING AND HANDLING GUEST CONCERNS

MODULE DESCRIPTOR : This module deals with the knowledge and skills required in
receiving and handling guest complaints

NOMINAL DURATION : 8 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Listen to the complaint

LO2. Apologize to the guest

LO3. Take proper action on the complaint

LO4. Record complaint

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Food and Beverage Services NC II
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LO1. LISTEN TO THE COMPLAINT

ASSESSMENT CRITERIA:
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

CONTENTS:
 Common complaints
 Providing good customer service

CONDITIONS:
 Student/ trainee must be provided with the following;
 Pen and Note
 Student/ trainee must acquire good listening comprehension

METHODOLOGIES:
 Lecture
 Discussion
 Film viewing
 Demonstration

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

Hands-On International Services, Inc.

Food and Beverage Services NC II
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LO2. APOLOGIZE TO THE GUEST

ASSESSMENT CRITERIA:
5. Sincere apology is offered for the disservice.
6. Empathy is shown to the guest to show genuine concern and consideration.
7. Excuses or blaming others are avoided.
8. Gratitude is expressed to the guest for bringing the matter up for attention.

CONTENTS:
 Effective communication skills in dealing complaints
 Providing good customer service

CONDITIONS:
 Student/ trainee must be provided with the following;
 Pen and Note

METHODOLOGIES:
 Lecture
 Discussion
 Film viewing
 Demonstration

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

Hands-On International Services, Inc.

Food and Beverage Services NC II
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LO3. TAKE PROPER ACTION ON THE COMPLAINT

ASSESSMENT CRITERIA:
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.

CONTENTS:
 Applying proper action in complaints
 Providing good customer service

CONDITIONS:
 Student/ trainee must be provided with the following;
 Pen and Note

METHODOLOGIES:
 Lecture
 Discussion
 Film viewing
 Demonstration

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

Hands-On International Services, Inc.

Food and Beverage Services NC II
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LO4. RECORD COMPLAINT

ASSESSMENT CRITERIA:
1. Appropriate action is taken regarding guest’s concerns
2. Complaints are documented according to the establishment standard procedures.
3. Persons concerned are recognized and actions taken are recorded.
4. Feedback received from guests is logged and collated.

CONTENTS:
 Customer Feedback and Reports

CONDITIONS:
 Student/ trainee must be provided with the following;
 Pen and Note

METHODOLOGIES:
 Lecture
 Discussion
 Film viewing
 Demonstration

ASSESSMENT METHODS:
 Oral examination
 Written examination
 Performance test

Hands-On International Services, Inc.

Food and Beverage Services NC II
78

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