School Jaro National High School Grade Level Grade-11

Grades 1 to 12 Teacher Learning Area Food and

Daily Mylene A. Sobrevega Beverage
Lesson Log Services NC I
Teaching Dates and May 26, 2023 Quarter Fourth
Time 1:00 pm to 2:00 pm

OBJECTIVES

I. Content Standards The learner demonstrates understanding of concepts and principles in

receiving and handling guest concerns
A. Performance Standard The learner demonstrates effective communication skills

B. Learning
Competencies/Objectiv At the end of the lesson75% Grade 11 students will be able to:
es
(TLE_HEFBS9-12GC-IVg-h-
7) 1.Identify the steps in handling customer complaints.
2. Explain the different steps in handling customer complaints.
3. Perform each step in handling customer complaints.

C. CONTENT Handling Customer Complaints

II. LEARNING
RESOURCES
III. References
A. Teacher’s Guide Page
1. Learner’s Material
Pages
2. Textbook Pages Food and Beverage Services, pages 324 - 331
3. Additional Material
from Learning
Resources
4. Other Learning
Resources https://www.helpscout.com/helpu/customer-complaints/
https://survicate.com/customer-feedback/customer-complaints/
https://heavy.com/4-pics-1-word-cheats/
https://www.youtube.com/watch?v=XsxLDvGDsoE

IV. PROCEDURES
A. Reviewing previous
Lesson or presenting Last week, we discussed about the types of customer complaints. Let me
the new lesson if you can still remember it.

Please arrange the unscramble words or phrases.

1. nto edtaicerppa
2. otn ersevd
3. edronig
4. ont iveng iontmafroin
5. nuttedeadn

Answer:

1.not appreciated
2.not served
3.ignored
4.not given information
5.unattended

B. Establishing purpose 4 pics 1 word “word puzzle” game.

for the lesson

Guide Questions:
1. Did you enjoy playing the game? Why?
2. What words did you answer in each of the four pairs of pictures?
3. If we put those five words together, what sentence can be formed
You can add some connectors and adjectives or verbs.

C. Presenting Today I am going to present the process on how to handle customer

Example/instances of complaints.
new lesson

D. Discussing new
 Concepts and Unlocking Difficult Terms
Practicing new skills #1
Customer – a person or organization that buys goods or services from a s
or business.

Complaints – a statement that a situation is unsatisfactory or unacceptable.

Customer Complaints - can be defined as the gaps between what busines

promises in terms of the product or services and what customers get. It is
mismatch between how customers perceive the brand and where they fa
get the desired customer service experience.

E. Discussing new
Concepts and
Practicing new skills #2

F. Developing Mastery Video Presentation about the restaurant complaints

(Leads to Formative
Assessment)

Guide Questions:

1. What can you say about the video you have watched?
2. Identify the problems occurred in the video?
3.What did the Manager do to address the customer complaint?

G. Finding Practical Answer the following questions comprehensively.

application of concepts
and skills 1. In handling customer complaints, how would you view as part of you
in hospitality industry?
 2. If you have a customer who really has faults and shortcomings, how
you handle it without compromising the reputation of the establishment.
3. How can you show to your customer your sincere service towards the
despite the unpleasant mistakes that have occurred?
4. If you are in such a situation that the customer has many complaints to
even though you have shown your talent and you are not wrong. What w
you do?
5. As a future FBSA, how can you help your serving establishment in case
has a problem to encounter such as a complaint against it.

H. Making Generalization and Questions are to be flashed in the screen.

abstraction about the
lesson 1. Who can define costumer complaints?
2. What are the steps should be taken when problem arise?
3. Identify each step to performed when there is a complaint.
4. Why do we need to listen to customer complaints?

I. Evaluate Learning Role Playing (3 mins.)

1. Materials Needed
 Script

2. Giving of direction.
 There are three (3) scenarios, and each studen
will be assigned to each scene.
Scene 1. Dr. Dinopol requested for room service to serve breakfast at 7:0
the morning. Her order on the type of table setting and food
acknowledged. The staff got the order and Dr. Dinopol waited until 9:0
the morning. The guest became emotional because the order came too
and she had an appointment at 9:00 in the morning.
Resolve the complaint.

Scene 2.Mrs. Dumalaog ordered Caesar Salad because she loves vegetab
The Food and Beverage Service Attendant listed it properly. After ten
minutes her food was served. She was disappointed with what she
because instead of the Caesar salad, Chicken Macaroni Salad was give
her where she was allergic to chicken.
Resolve the complaint.

Scene 3. Mrs. Deocampo ordered Cream of Asparagus soup. The FBSA list
properly. Five (5) minutes later the food was served to her. She was hungr
the time because she had overtimed his school reports a few hours ago.
was shocked when she was about to swallow when he saw a long stran
hair on top of the food.
Resolve the complaint.

Performance of the learners will be rated using the rubrics below.

 CATEGORY EXCELLENT ABOVE AVERAGE SUFFICIENT POOR
(20) (18) (15) (10)

Content Great job! You Your role-play The role-play is The role-play is
offered creative is on-topic, somewhat off- completely off-topic,
new insights on but it is topic. Pay more as if your group did
the topic! missing some attention to the not even read the
creativity and directions next directions.
insight. time!
Roles Excellent work! You stayed in For the most You failed to stay in
You stayed in character, but part, you character, and it
character, and it some stayed in looked like you had
was clear you members did character. Next not prepared for how
took your roles not seem to time, spend the characters might
seriously. really be more time think or act.
"into" what preparing for
they were how the
doing. characters
might think or
act.
Preparation You did an Your Your need to It seems that you
excellent job obviously spend more used the preparation
preparing and spent some time preparing time for something
rehearsing your time for the role- else.
role-play, and it preparing for play. Reading
shows - the role-play, lines from a
everything went but some script is a sure
very smoothly. rehearsal sign you're not
might have prepared.
helped things
run more
smoothly.
Overall Excellent! Your Good! Your Argh! I expect much
Impression presentation presentation, Keep working! better work from you
was while it was Don't forget next time.
entertaining fun to watch, that, though
and could have
the process is
informative! been more
informative. entertaining,
you're also
supposed to
learn
something from
it.

J. Additional Activities for The learners will watch a short film entitled “How to handle guest compl
application and in housekeeping issue at the hotel room” at
remediation https://www.youtube.com/watch?v=XsxLDvGDsoE they will write their
reflections and learnings. They will list down and discuss the complaints o
the customer of the film and submit to the teacher via messenger.

Scoring Rubrics:
Organization _________________30
Quality of information _________30
Mechanics ___________________20
Sources _____________________20
Total 100 %

K. REMARKS
 L. REFLECTION

M. No. of learners who

earned 80% on the
formative assessment
A. No. of learners who
require additional
activities for
remediation
B. Did the remedial
lesson work? No. of
learners who have
caught up with the
lesson.
C. No. of learners who
continue to require
remediation.
D. Which of my teaching
strategies worked
well? Why did these
work?
E. What difficulties did I
encounter which my
principal or supervisor
solve?
F. What Innovation or
localized material did I
use/discover which I
wish to share with
other teachers?

Prepared by:

MYLENE A. SOBREVEGA
Teacher II
Checked by

JEMA S. DEOCAMPO, HT IV
Technology and Livelihood Education

Noted:

RUBY A. DUMALAOG
Assistant Principal II, SHS Department

BELINDA V. DINOPOL, PhD

Principal IV