Enclosure J/SHS

TLE/TVL – HE (Food &

Beverage Services)
Activity Sheet – Quarter 2 – MELC 8
Receive and Handle Guest Concerns

REGION VI – WESTERN VISAYAS

TLE/TVL – HE (Food and Beverage Services)
Activity Sheet No. 8
First Edition,2020

Published in the Philippines

by the Department of Education
Region 6 – Western Visayas

Republic Act 8293, section 176 states that: No copyright shall subsist in
any work of the Government of the Philippines. However, prior approval of the
government agency or office wherein the work is created shall be necessary for
exploitation of such work for profit. Such agency or office may, among other things,
impose as a condition the payment of royalties.

This Learning Activity Sheet is developed by DepEd Region 6 – Western

Visayas.

ALL RIGHTS RESERVED. No part of this learning resource may

be reproduced or transmitted in any form or by any means electronic or mechanical
without written permission from the DepEd Regional Office 6 – Western Visayas.

Development Team of TLE/TVL – HE (Food and Beverage Services)

Activity Sheet

Writer: Amarey A. Constantino

Editors: Jo Anne M. Ledesma
Fe N. Bayona
Schools Division Quality Assurance Team:
Jojery V. Dionaldo
Salvacion D. Enso
Marlon C. Dublin

Division of Sagay City Management Team:

Arlene G. Bermejo
Nenita P. Gamao
Jojery V. Dionaldo
Marlon C. Dublin
Regional Management Team:
Ma. Gemma M. Ledesma
Josilyn S. Solana
Elena P. Gonzaga
Donald T. Genine
April C. Velez
Remia D. Manejero

Introductory Message
Welcome to TLE/TVL – HE (Food and Beverage Services)!

The Learning Activity Sheet is a product of collaborative efforts of the Schools

Division of Sagay City and DepEd Regional Office VI–Western Visayas through the
Curriculum and Learning Management Division (CLMD). This is developed to guide the
learning facilitators (teachers, parents and responsible adults) in helping the learners meet
the standards set by the K to 12 Basic Education Curriculum.

The Learning Activity Sheet is a self-directed instructional materials aimed to guide

the learners in accomplishing activities at their own pace and time using the contextualized
resources in the community. This will also assist the learners in acquiring the lifelong
learning skills, knowledge and attitudes for productivity and employment.

For learning facilitator:

The TLE/TVL – HE (Food and Beverage Services) Activity Sheet will help you
facilitate the teaching-learning activities specified in each Most Essential Learning
Competency (MELC) with minimal or no face-to-face encounter between you and the
learner. This will be made available to the learners with the references/links to ease the
independent learning.

For the learner:

The TLE/TVL – HE (Food and Beverage Services) Activity Sheet is developed to

help you continue learning even if you are not in school. This learning material provides you
with meaningful and engaging activities for independent learning. Being an active learner,
carefully read and understand the instructions then perform the activities and
answer the assessments. This will be returned to your facilitator on the agreed schedule.
 Quarter 2 – Week 8

Learning Activity Sheets (LAS) No. 8

Name of Learner: ____________________________________________________

Year & Section: ______________________ Date: _________________________

TLE/TVL – HE (FOOD AND BEVERAGE SERVICES) ACTIVITY SHEET

Receive and Handle Guest Concerns

I. Learning Competency

Receive and Handle Guest Concerns (TVL_HEFBS9-12GC-IV-8)

L.O.1 Listen to the customer’s complaint
L.O.2 Apologize to the customer
L.O.3 Take proper action on the complaint
L.O.4 Record complaint

II. Background information for learners

Receive and handle guest concerns

Consider customer problems or unique situations as “opportunities” that

will help you provide excellent service which will make a good lasting
impression on your guests. Handle irate customers by listening attentively to
their complaints and summarizing the issue to them afterwards. Defuse an
upset customer by using superior customer service skills.

The first thing to remember about complaining customers is that while

their behavior is directed at you (and it can be personally insulting), the real
source of the anger is elsewhere. The angry person is not usually angry at you
as a person. He or she is usually angry at you as an employee of an
organization that is perceived as cold and unhelpful.

If a problem arise and the customer makes a complaint, the following steps
should be taken:

1. Do not interrupt the customer while they are expressing their complaint.
Listen attentively.

2. Apologize-but only for the specific problem or complaint.

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 3. Restate the complaint briefly back to the customer to show you have
listened and understood.

4. Agree by thanking the customer for bringing the matter to your attention.
This shows you are looking at the problem from the customer’s
perspectives.

5. Act quickly, quietly and professionally.

Never:
 lose your temper
 take it personally
 argue
 blame another member of staff or another department

Apologize to the guest

All restaurants will inevitably have to deal with customer’s complaints.

No matter how hard you try to please your customers, something will go wrong
that is beyond your control. Innocent mistakes happen. Some customers are
hard to please and will complain if they are not 100% satisfied. Unfortunately,
restaurants have to deal with these complaints whether it is their fault or not. If
anything wrong happened in the restaurant even if it is not your fault, always be
ready to apologize. Be ready to show concern and empathy to their situation.
Words like “I understand how you feel”, “I see” , “I apologize”, “I can see how
you might feel that way” , “I understand that you are not happy about the wait,
sir but we are working as fast as we can to get you a table”, “We really
appreciate your patience and willingness to wait”, show that your company is on
the side of the customer.

Take proper action on the complaint

After apologizing to the guest, concrete action must be done to resolve a

complaint. Below are the procedures on how to take proper action on a complaint
and how to resolve it.

Listen to the guest

 Follow the sequence of events leading to the guest complaint.
 Try to understand the guest’s point of view.
 Determine the guest’s overriding concerns.
 Use eye contact and open body language.
 Allow the guest plenty of time to explain.

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 Determine a solution
 Go over all available options in your mind.
 Consider the facts and the guidelines of the restaurant.
 Select the two best possible solutions and present them to the guest.
 Possible solutions to guest problems:
 Re-make the order.
 Re-order new item.
 Remove the item from the check.

Agree to a solution
 Ask the guest to choose the solution that best accommodates his/her needs.
 Check if the solution preferred by the guest is feasible for you to agree on.
 Make sure the guest is pleased with the solution.
 Remain calm and pleasant.

Take action
 Prioritize and expedite action to rectify the problem.
 Ensure that the situation is clearly explained. Stress its importance and
urgency.

Follow up
Once the action has been completed, follow up with the guest. Make sure
he/she is satisfied with the solution. If guest complaints go unresolved, they do not
come back. But if guest complaints are resolved quickly, there is a 95% chance that
they will come back again. The true test of an organization can only be measured in
the face of adversity. Handle problems well and you will earn the respect of guests
and the organization.

Record Complaints
We all hate restaurant guest complaints but unfortunately they are part of the
business. Most guest complaints do not come from those who are looking to get
something free, but from people that care. Make sure you care too. Correcting the
problem promptly and professionally will show them that their concern was not
unfounded. These customers will become loyal guests and can save many more
dining experiences. Log, record and collate all complaints and feedback received.
Establish a continuous guest feedback system. Encourage guest to express their
impressions and tell you about their experience. This will help you improve your
service for others. Act on practical suggestions.

III. Accompanying DepEd Textbook and Educational Sites

Cristita M. Arcos ,Evangeline V. Yu,Jelly M. Flores

Technical –Vocational – Livelihood Home Economics Food and Beverage
Services manual page 323- 345 Receive and Handle Guest Concerns.

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IV. Activity Proper

1. General Direction: Read and follow carefully the directions for each activity.
When you finish proceed to the next until you have completed answering the
entire activity. Use separate sheet of paper in answering the activities.

Activity 1

Role play the following situation, make your own script on how to
handle guest complaint. Using your cellphone ask a member of your family to
video your performance and send it to my account indicated in your weekly
home learning task.

The Late Breakfast

Sara requested for a room service to serve breakfast at 7:00 in the

morning. She ordered on the type of table setting and food was
acknowledged. The staff got the order and Sara waited until 10:00 in the
morning. The guest became emotional because the order came too late and
she had an appointment at 10:00 in the morning.

Resolve the complaint. You will be rated using the criteria below.

Activity 2

Direction: Read and understand the given statement. Write TRUE if the
statement is correct and FALSE if it is incorrect.

______1. Full attention is given to the complaining guest.

______2. Excuses or blaming others are avoided.
______3. Food orders are delivered on time as desired by the guest.
______4. Do not take offense when guest complains.
______5. Do not thank the guest.
______6. A sincere apology is offered for the disservice.
______7. Empathy is shown to the guest to show genuine concern and
consideration.
______8. Gratitude is expressed to the guest for bringing the matter up for
attention.
______9. Complaints are documented according to the establishment
standard procedures.
______10. Persons concerned are recognized and actions taken are
recorded.

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 Activity 3

Write an essay answering the following questions:

1. In your own words, explain the procedures in handling guest complaints.

2. What is the importance of guest complaints to a business?

V. Rubrics for Scoring:

Criteria for Assessment

Indicators 10 7 4 1

Receive and resolve complaints from the guest

following all the procedures of positive
resolution for a win - win solution

Receive and resolve complaints from the guest

following most the procedures of positive
resolution for a win - win solution

Receive and resolve complaints from the guest

following most the procedures of positive
resolution for a win - win solution

Receive and resolve complaints from the guest

following few the procedures of positive
resolution for a win - win solution

Total

Legend: 30-40 Outstanding 20-29 Very Satisfactory

10-28 Satisfactory 9 below – Needs Improvement

Guide Questions:

1. Were you able to explain the procedures in handling guest complaints?

How?

2. Why is it important to record and monitor guest complaint?

VI. Reflection:
1. As a food attendant why is it important to know how to receive and handle
guest concerns? Explain your answer.

VII. Key to Correction:

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Activity 1

1. T
2. T
3. T
4. T
5. F
6. T
7. T
8. T
9. T
10. T