Bhis Iwsfbg AP v2013.05.1 RT

WSQ FB-FBS-201C-0 Interact With And Serve Food And Beverage Guests – Assessment Plan
WSQ FB-FBS-201C-0
Interact With and Serve
Food and Beverage Guests
Assessment Plan
Version 1
© Box Hill Institute Singapore Page 1 of 35

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Table of Contents
To be completed when document is confirmed

1. OVERVIEW OF THE ASSESSMENT PLAN:
This document is the assessment plan for the WSQ unit of competency: Interact With and Serve
Food and Beverage Guests. The key information on the unit of competency is summarized in the
table below.
INDUSTRY: COMPETENCY CATEGORY: COMPETENCY UNIT:
Interact With and Serve Food and

FOOD AND BEVERAGE Food and Beverage Service Beverage Guests
REFERENCE NO: VERSION NUMBER: CLASSIFICATION:
FB-FBS-201C-0, Version 0.1 2013.04.1 OPERATIONS
NOMINAL HOURS: DURATION (TRAINING): DURATION (ASSESSMENT):
40 HOURS 29h 30m 1h 20m
This unit of competency deals with the following skills:
Competency Description of the Competency Element

Element (CE)
1. Prepare to interact with guests
2. Assisting guests with seating
3. Taking food and beverage orders
4. Serving beverages
5. Picking up food orders
6. Serving food
7. Presenting bills
8. Assisting guests with departure
As an assessor, you will be conducting the assessment, using the methods and tools that are
specified in this plan. Your role as an assessor is to gather evidence of the candidate’s skills and
knowledge, and to make a judgement of the candidate’s competency in this unit.
Assessors should be familiar with the unit of competency, training that has been delivered for this unit
and this assessment plan.
a. MATRIX OF ASSESSMENT METHODS

The matrices below summarize how the assessment methods map against the
competency elements, performance criteria and underpinning knowledge that have been
designed to assess the candidate’s competency in this unit
Competency
Elements Performance Criteria/UK
RP
1. Prepare to 
1.1 Maintain professional personal grooming standards before receiving
interact with guests
guests

1.2 Maintain personal hygiene before receiving guests
1.3 Maintain positive attitude before and during interaction with guests 
UK 1.2, 1.3
2. Assisting 2.1 Acknowledge guests as they enter the outlet 
guests with
seating UK 2.2

2.2 Assist guests to be seated
3.Taking food and 3.1 Observe and approach guests when they are ready to order 
beverage orders
3.2 Demonstrate appropriate body language, gestures and greetings 

3.3 Understand guests’ needs

3.4 Suggest and recommend popular items or personal favourites
3.5 Use sales props, if available 

UK 3.4, 3.6
3.6 Apply suggestive selling 

UK 3.7, 3.8

3.7 Where appropriate, take orders from host or take orders in sequence

3.8 Clarify orders by asking questions
3.9 Write down or input order in accordance to organisational 

procedures

3.10 Repeat order to guest
3.11 Retrieve menus from guests and return them to appropriate 

location

3.12 Communicate order accurately, completely and in correct sequence

3.13 Communicate special requests to production/kitchen staff
3.14 Set required cutlery, crockery and glassware according to items 

ordered
4. Serving 
4.1 Ensure that beverage order is filled

beverages UK 4.1, 4.2, 4.3


4.2 Repeat guest’s order while presenting beverage

4.3 Presenting beverage

4.4 Check with guests regularly to determine if refills are desired
5. Picking up food 
5.1 Check regularly in order to pick up food when it is ready
orders

5.2 Check order for accuracy and quality before delivering to guest
5.3 Communicate discrepancies of prepared food order to 

production/kitchen staff
5.4 Carry order in correct manner 

UK 5.3
6. Serve food 6.1 Present order in correct manner, ensuring that correct dish is
provided to each guest 
UK 6.2
6.2 Restate guest’s order while presenting food, and receive 

confirmation that order is correct

6.3 Tell guests to enjoy their meals
6.4 Perform service check on order 

UK 6.5

6.5 Handle guests’ feedback/complaints and respond to service lapses

6.6 Handle tableware correctly throughout service period

6.7 Perform table maintenance throughout service period

6.8 Take and deliver subsequent orders
7. Present bills 
7.1 Verify accuracy of bills

7.2 Prepare bills for presentation
7.3 Present bills in appropriate manner 

UK 7.2

7.4 Pick up payment when appropriate

7.5 Return change or credit card payment to guests

7.6 Thank guest for payment

7.7 Continue to monitor guests’ needs until their departure
8. Assist guests 8.1 Observe behaviours that may indicate guests’ desire to depart 
with departure

8.2 Approach and acknowledge guests


8.3 Thank guests for their patronage

8.4 Ensure guests do not leave their personal items behind

8.5 Accompany guests to door if appropriate
Competency
OQ
Elements Underpinning Knowledge
1. Prepare to
1.1 importance of personal grooming and personal hygiene (Q1)
interact with 
guests 1.2 How to maintain positive attitude (Q2)
1.3 How to maintain poise and posture at work (Q3)
2. Assisting
2.1 importance of seating guests in efficient and friendly manner (Q4)
guests with
seating 2.2 how to seat guests appropriately (Q5) 
2.3 how to communicate seating information and issues to other staff
(Q6)
3. Taking food
3.1 importance of taking orders correctly (Q7)
and beverage
orders 3.2 importance of respecting people’s cultural and social differences (Q8)
3.3 importance of sales and selling skills (Q9)
3.4 how to use descriptions of products and services to sell (Q10)
3.5 how to determine guests’ needs and wants (Q11)

3.6 how to use sales props as part of selling process (Q12)
3.7 how to identify what constitutes add-on product or service (Q13)
3.8 how to identify what constitutes upgrade product or service (Q13)
3.9 importance of understanding dietary requirements and knowledge of
food ingredients (Q14)
3.10 how to correctly sequence orders (Q15)
4. Serving 
4.1 how to identify and fill special requests from guests (Q16)
beverages
4.2 how to identify and use correct beverage containers (Q17)
4.3 how to present beverages using appropriate service style(Q18)
4.4 importance of understanding of beverage terms and range of
products available for purchase (Q19,20)
4.5 how to identify house and premium brands (Q19,20)
4.6 importance of understanding bar terms (Q19)
4.7 importance of using correct terms for common mixed drinks (Q20)
4.8 how to identify appropriate garnish for drinks (Q20)
4.9 how to spell names of drinks (Q21)
4.10 importance of understanding shorthand notations of drink names

(Q21)
4.11 how to identify requirements of liquor licence (Q22)
5. Picking up food
5.1 how to identify correct service temperatures, portion sizes and plating
orders guidelines for various food and beverage products (Q23)

5.2 importance of checking food prior to delivery to guests (Q24)
5.3 how to carry food and beverages in safe and professional manner
(Q25)
6. Serve food
6.1 how to identify different service styles and how to apply them, such as
plate, platter, family and takeaway service (Q26)
6.2 how to present food to guests correctly (Q27)
6.3 importance of performing service checks during meals (Q28)

6.4 how to correctly handle tableware (Q29)
6.5 importance of performing table maintenance throughout meal (Q30)
6.6 how to identify non-verbal cues from guests and how to react (Q31)
6.7 how to respond to guests’ feedback and complaints appropriately
within level of authority (Q32)
7. Presenting bills
7.1 importance of verifying accuracy of bills (Q33) 
7.2 how to present bills in appropriate manner (Q34)
8. Assisting
8.1 how to efficiently and in friendly manner help guests to leave outlet
guests with (Q35) 
departure
8.2 importance of thanking guests for patronage (Q36)
b. VENUE
The assessment activity will be conducted at the BHIS premises or at the learner’s outlet
c. METHODS AND DURATION

The assessment methods to be used and the duration for each method are indicated in
the table below:
Competency Description of the Assessment Duration

Element (CE) Competency Element method
1. Prepare to interact with RP & OQ

guests
2. Assisting guests with RP & OQ

seating
3. Taking food and beverage RP & OQ RP: 40 mins

orders
OQ: 40 mins
4. Serving beverages RP & OQ
5. Picking up food orders RP & OQ
6. Serving food RP & OQ
7. Presenting bills RP & OQ
8. Assisting guests with RP & OQ

departure
2. GENERAL BRIEF TO THE ASSESSOR

The assessment methods that are designed in this plan have been chosen to assess the
candidate’s competency according to the competency elements, performance criteria and
underpinning knowledge that are found in the WSQ competency standard ‘Interact With and
Serve Food and Beverage Guests’. Assessors are to ensure that they are prepared to conduct
the assessment in a planned and professional manner.
a. PURPOSE OF THE ASSESSMENT
This is a summative assessment activity to gather formal evidence to determine the

competency level of the candidate. The purpose of this assessment is also to award the
statement of attainment to candidates that are judged ‘Competent’.
b. PROCESSES AND MANAGEMENT

WSQ assessments at BHIS are formally managed according to planned processes. All
assessment plans are carefully designed and approved by management at the head
office. All assessments that are conducted are verified for proper application of the
Principals of Assessment and the Rules of Evidence.
Once the assessment has been conducted and the final outcome is explained to the
candidate, the candidate has the right to agree or disagree with the outcome of the
assessment. If the candidate agrees with the outcome, then the assessor should
complete the assessment summary record and both the candidate and assessor will sign
on this record. If the candidate disagrees with the outcome, then the candidate should
not sign the assessment summary record. The assessor must explain that the candidate
can appeal the decision. The following information describes the appeal process:

 The candidate informs the assessor of their intention to appeal the assessment
decision
 Discuss the details of the appeal with the assessor and confirm the intention to
submit an appeal
 Complete and sign the appeal form and submit it to the assessor
 The assessor will collect the form and submit it together with the assessment
records to the Assessment Manager at BHIS.
 Once the appeal and assessment documents have been delivered to the head
office, the Assessment Manager, WSQ Executive and an independent assessor
will review the appeal and decide on the appropriate action to be taken
c. PLANNING AND CONDUCTING THE ASSESSMENT

The assessor should:
 Consult the candidate when planning the assessment session and schedule the
assessment at an appropriate time
 Ensure that the candidate is aware of the importance of attending the summative
assessment session and completing the assessment activities
 If a candidate is unable to attend the assessment session, then an alternative
time should be scheduled
 The assessor should prepare the candidate by delivering the pre-assessment
briefing to them (Section 2d. of this assessment plan)
 At the end of the assessment activity, the assessor should provide the candidate
with clear feedback, and advise them of the final outcome (C or NYC) of the
assessment activity
 The assessor should ensure that all documentation is properly filled out,
signed and completed
d. PRE-ASSESSMENT BRIEF
The assessor should brief the assessor using the following checklist:

Prior to the assessment I have: Tick () Remarks
1. Ensured the candidate is informed about the venue and

schedule of assessment
2. Checked the that the assessment plan is relevant to the
competency unit, competency elements, performance criteria
and underpinning knowledge being assessed
3. Reviewed the performance criteria and evidence plan to
ensure I clearly understood the instructions and the
requirements of the assessment process
4. Identified and accommodated any special needs that the
candidate may have
5. Checked on the set-up and resources that are necessary for
the conduct of the assessment
During the assessment I have:
1. Introduced myself and confirmed the identity of the candidate
2. Put candidates at ease by communicating effectively, being

friendly and helpful
3. Explained to candidates the purpose, context and benefits of
the assessment
4. Ensured that the candidate understand the assessment
process and methods
5. Provided the candidate with an overview of the performance
criteria to be assessed
6. Explained the appeal procedure and the procedure for
reporting the outcome of the assessment
7. Encouraged the candidate to seek clarification if in doubt
8. Asked the candidate for feedback on the assessment process
After the assessment I have:
1. Ensured that the candidate is given constructive feedback
2. Completed and signed the assessment records and summary
3. Thanked the candidate for participating in the assessment
Acknowledgement Date Signature
Candidate
Assessor

3. ASSESSMENT METHOD 1: ROLE PLAY

e. GENERAL BRIEF
The RP assessment method will allow the assessor to observe the candidate carrying out
the skills in a simulated or work based environment.
This assessment activity covers the following CEs and PCs that are found in the
competency standard:
 CE1, all PCs, UK1.1, 1.3
 CE2, all PCs, UK2.2
 CE3, all PCs, UKs 3.4, 3.6, 3.7, 3.8
 CE4, all PCs, UKs 4.1, 4.2, 4.3
 CE5, all PCs, UK 5.3
 CE6, all PCs, UKs 6.2, 6.5
f. DURATION, VENUE, EQUIPMENT

Details on the venue and duration of the assessment are as follows:
Duration 40 minutes
Venue Appointed assessment room at BHIS or the dining area of

the candidates workplace
Setup A standard, fully equipped front of house dining space

containing the following:
 Menu and promotion cards

 Dining setup including tables and chairs, linen,
napkins
 Utensils: dining ware, glass ware, flat ware
 Notepad for taking orders, tray, bill folder
Assessor to candidate ratio 1:1

g. ASSESSMENT TOOL: BRIEF TO THE ASSESSOR FOR THE CONDUCT OF THE

ROLE PLAY
The assessor may conduct the Role Play and gather evidence in the following manner:
 Observe the candidate perform the tasks specified in the RP brief. These tasks
should allow the assessor to observe the performance criteria indicated in the
assessment record.
 While the candidate is demonstrating the skills, the assessor should record the
outcomes in the assessment record for the RP (Section 14e. of this assessment plan)
 If the candidate is marked as NYC during the conduct of the RP, the assessor is to
continue on to complete the entire assessment activity
 The Role Play brief is as follows:
o You (the assessor) will play the role of a customer who has entered the
restaurant with the intention to dine there
o During the course of the role play, you will simulate each competency element in
the standard, as part of the sequence of interacting with and serving a food and
beverage guest
o The role play will include the following script:
 Determining the impact of the moment of truth when meeting the server
 Acknowledging and interacting with the server and receiving assistance
while being seated
 Placing a parcel that you brought in with you, on the seat beside you
 Receiving and browsing through the menu. Once ready to order, closing and
placing the menu on the table and looking around the surroundings. Placing
an order for an appetiser (Cream of Mushroom) and a main course (Steak,
pepper sauce and Fries). Once the order has been placed, inform the server
that you are lactose intolerant and seek their advice on whether the order is
suitable. Also, motion toward the table tent and ask if the server would
recommend any other side dishes that would be ideal with the meal.
Change the soup order to a French Onion soup instead. Add on a bottle of
tiger beer to the order, mentioning that the bottle should be cold and the
glass should also have been pre-chilled.
 Receiving beverage order first, before any food has arrived. Consume the
full amount of the beverage within 3 minutes of being served.
 As you are dining, you drop your fork on the floor. Subsequently, when the
server performs a service check, inform them to remove plates and cutlery
that the now complete side dishes were served in. Also, make a complaint
to the server that you are unhappy with the quality and taste of the food.

 Ask for the menu and consider ordering coffee and a dessert.
 Ask for the bill and proceed to make payment by credit card.
 Once the payment process has been completed, slowly rise to indicate.
Once the payment process has been completed, slowly rise to indicate our
departure from the restaurant.
 Intentionally forget the parcel that you brought in and placed on the seat
beside you
h. ASSESSMENT TOOL: BRIEF TO THE CANDIDATE BEFORE CONDUCT OF THE RP

Before commencing the assessment activity, the assessor may brief the candidate as
follows:
 ‘I will now conduct the RP section of the assessment’
 ‘This is one of the assessment methods for this unit of competency ‘Interact With
and Serve Food and Beverage Guest’
 ‘I will observe you carrying out the tasks that have been specified’
 ‘This will take 40 minutes. While you are carrying out these tasks, I will be
recording your performance and feedback on the assessment record’
 ‘At the end of the assessment activity, I will give you feedback on your
performance’
 ‘Do you have any questions? Feel free to seek clarification along the way.’
 The Role Play brief is as follows:
o You (the candidate) will play the role of a server working at an upscale
restaurant
o During the course of the role play, you will demonstrate the skills in the
standard, as part of the sequence of interacting with and serving a food and
beverage guest
o The role play will include the following script:
 Greet the guest by saying ‘Good day sir/madam, welcome to The Diner!’
 Promote the buttered beans that is being marketed on the table tent
 Add on a dessert when the customer orders a coffee after meal
 Up-sell a cappuccino instead of a coffee
i. ASSESSMENT TOOL: RECORDING THE OUTCOME

While the candidate is carrying out the Role Play activities, the assessor should be
recording the evidence of their performance on the ‘Assessment Record for Role Play’
document. Assessors should be familiar with the document and ensure that all sections,

details and signatures required on the document are completed. The assessment record is
included below:

ASSESSMENT RECORD FOR ROLE PLAY
This document is for the assessor to record the evidence observed when the candidate performs the skills required during the RP assessment activity
Unit Interact with and Serve Food and Beverage Guest
Candidate’s
Date:
Name:
NRIC No.: Start/End Time:
Assessor’s Venue:
Name:
Tick 
Performance Criteria in the
Key tasks to observe the candidate perform Comments
Competency Standard
C NYC
Competency Element: 1. Prepare to interact with guests
Observe the candidate for appropriate grooming standards that indicate

1.1 Maintain professional personal
professional appearance
grooming standards before
receiving guests
 Clean, ironed, well-fitted uniforms
 Appropriate footwear
 Appropriate adornments
 Neat personal grooming
Well maintained personal hygiene
1.2 Maintain personal hygiene
before receiving guests
 Hands are clean and nails are trimmed
 Appropriate use of deodorant /perfume
 Good oral hygiene

Demonstrates a positive attitude at all times with guests

1.3 Maintain positive attitude before
and during interaction with guests
 Positive moment of truth
 Demonstrates professionalism in service
 Positive and enthusiastic in service
Competency Element: 2. Assisting guests with seating
Candidate acknowledges you appropriately as you enter outlet by

2.1 Acknowledge guests as they
enter the outlet
 smiling
 making eye contact
 interacting with you and welcoming you by name
 using standard greeting for the restaurant
Candidate follows organizational policies to assist you with seating by
2.2 Assist guests to be seated
 showing guest to table
 pulling out chair
 placing napkin on guests’ lap
Competency Element: 3. Taking food and beverage orders
3.1 Observe and approach guests Candidate is observant in noticing your body language (closing and placing
when they are ready to order
the menu on the table and looking around the surroundings) for your
readiness to order and makes approach to you to take the order
3.2 Demonstrate appropriate body Candidate demonstrates appropriate body language, gestures and
language, gestures and greetings
greetings such as:
 maintaining eye contact with guests
 friendly facial expression
 appropriate posture
3.3 Understand guests’ needs Candidate applies active listening and questioning skills to correctly identify
your needs regarding:

 food options that are suitable for lactose intolerance

 offering French onion soup (consommé) and cream free pepper sauce
as alternatives
3.4 Suggest and recommend Candidate suggests the buttered beans as an accompaniment to the meal
popular items or personal favourites
3.5 Use sales props, if available Candidate is able to use the table tent sales props by
 drawing attention to promotion on buttered beans
3.6 Apply suggestive selling Candidate displays ability to apply suggestive selling techniques by
 Using add on selling techniques when coffee is ordered (add on
dessert)
 Using up selling techniques (cappuccino instead of coffee)
3.7 Where appropriate, take orders Candidate takes orders from you
from host or take orders in
sequence
3.8 Clarify orders by asking Candidate is able to determine your order by asking appropriate questions
questions such as
 asking guest for preference of tiger beer with or without ice
 how you would like food prepared: doneness of steak
 if you would like orders to be served all at once or course by course
3.9 Write down or input order in Candidate follows organizational procedures to write down orders
accordance to organisational
 indicating special requests or dietary requirements from guests
procedures
 separating each course with drawn line
 entering beverage orders before food orders into point-of-sale
(POS) system
3.10 Repeat order to guest Candidate is able to confirm your order and special requests by repeating
order clearly to you to avoid any misunderstanding
 Lactose free food

 Steak: rare
 Fries
 Buttered beans
 Chilled tiger beer with chilled glass
 All items to be served at the same time
3.11 Retrieve menus from guests Candidate is able to return menus to appropriate location in accordance
and return them to appropriate with organizational guidelines after retrieval from you
location
Communicate order accurately, completely and in correct sequence by
3.12 Communicate order
accurately, completely and in delivering written order to production/kitchen staff
correct sequence communicating verbally with production/kitchen staff
Communicate special requests to production/kitchen staff

3.13 Communicate special requests
to production/kitchen staff Lactose free food
asking to have appetiser, main course and side dish available at same
time
3.14 Set required cutlery, crockery Candidate is able to follow organizational guidelines to set required cutlery,
and glassware according to items crockery and glassware according to your order
ordered
 Soup spoon
 Steak knife, main fork
 Main course spoon
Competency Element: 4. Serving beverages
4.1 Ensure that beverage order is Candidate is able to fill beverage order
filled
 collecting chilled bottle of Tiger beer from refrigerator
 collecting a chilled glass
4.2 Repeat guest’s order while Candidate repeats your order while presenting beverage
presenting beverage
 states item ordered, e.g., “Sir/Madam, your Tiger beer.”

 identifying special details of the order, “chilled and in a chilled

glass”
Candidate follows organizational procedures to present beverage

 presenting Tiger beer and glass on a tray
 handling glassware by the base only
 place the beer on the table followed by the glass, open the beer
 pouring beer gently and at an angle into glass without spilling
4.3 Presenting beverage Candidate serves beverages that have been ordered, in an appropriate
manner
 Proper handling of glassware
 Proper service of beer or wine
4.4Check with guests regularly to Candidate applies observation skills to check for your cue to determine if
determine if refills are desired refills are desired by observing if the glass is empty
Competency Element: 5. Pick up food orders
5.1 Check regularly to ensure that Candidate follows organizational procedures in checking for food order to
food order is picked up when ready be picked up when ready by
 listening to ringing sound of bell by kitchen staff
 watching for prepared plates/food to be ready
 listening for instructions from production or service staff
5.2 Check order for accuracy and Candidate follows organizational procedures and policies to check order for
quality before delivering to guest accuracy and quality before delivering to you
 comparing order against posting to ensure that it is complete
 ensuring that food is at correct serving temperature
 ensuring that food is plated attractively and in accordance with
recipe cards/plating guidelines
 ensuring that food portion size is correct
Where the candidate identifies discrepancies in the food order, they
5.3 Communicate discrepancies of
communicate this verbally to production staff

prepared food order to

production/kitchen staff
5.4 Carry order in correct manner Candidate is able to carry order in correct manner, by
 ensuring that plates do not touch food on other plates
 carrying by hand or balanced on arm, ensuring that fingers do not
touch top of plates
Competency Element: 6. Serve food
6.1 Present order in correct manner, Candidate is able to present order in correct manner and that correct
ensuring that correct dish is dishes are provided
provided to each guest
 announcing to you the order as it is placed in front of you
 delivering plates without reaching across you
6.2 Restate guest’s order while Candidate is able to restate your order while presenting food and receive
presenting food, and receive confirmation from you that order is correct
confirmation that order is correct
 stating name of item ordered
 identifying special details of the order
o Onion soup
o Steak, rare with lactose free pepper sauce
o Side order of buttered beans
6.3 Tell guests to enjoy their meals Candidate displays appropriate body language and tone when telling you
to enjoy the meal
Perform service check on order by

6.4 Perform service check on order
returning to table after short period of time to check on your satisfaction
ensuring that meal needs are met and following up on service lapses
asking open-ended questions to solicit your feedback
Handle your complaints and respond to service lapses,

6.5 Handle guests’
listening to details of complaints

feedback/complaints and respond to empathising with you

service lapses communicating complaints to supervisor
6.6 Handle tableware correctly Candidate is able to handle tableware correctly throughout service period
throughout service period
 handling glassware by bases or stems only
 handling cutlery by handles only
 handling plates by rims only
 handling cups by bases or handles only
6.7 Perform table maintenance Candidate follows organizational procedures and guidelines to perform
throughout service period table maintenance throughout service period by
 removing empty glassware

 removing plates
 replacing dropped cutlery
6.8 Take and deliver subsequent Take and deliver subsequent orders such as
orders
 tea
 dessert
Competency Element: 7. Present bills
7.1 Verify accuracy of bills Candidate is able to verify accuracy of bill with you
 ensuring that items listed are correct
 ensuring that taxes have been calculated
7.2 Prepare bills for presentation Candidate follows organizational guidelines to prepare bills for presentation
 placing bill in billfold

 adding accompaniments
7.3 Present bills in appropriate Candidate is able to present bills appropriately by
manner
 placing billfold on table, to the left of the guest

7.4 Pick up payment when Candidate demonstrates ability to pick up payment from you by recognizing
appropriate when credit card is visible
7.5 Return change or credit card Candidate is able to return credit card to guests appropriately
payment to guests
 Credit card payment
- Present charge slip to guest requesting for signature
- Verify signature to ensure authenticity
- Return customer’s copy of charge slip according to
organizational procedures
7.6 Thank guest for payment Candidate displays positive body language when thanking you for payment
Candidate continues to monitor you for additional needs until departure

7.7 Continue to monitor guests’
needs until their departure
Competency Element: 8. Assist guests with departure
8.1 Observe behaviours that may Recognize indications of your departure and approaching you when such
indicate guests’ desire to depart indications are evident
8.2 Approach and acknowledge Candidate approaches and acknowledges you on their way out of the
guests outlet by
 smiling and making eye contact
 asking you if they enjoyed the experience
 telling you that they look forward to seeing them again
8.3 Thank guests for their Candidate thanks you warmly for your patronage
patronage
8.4 Ensure guests do not leave their Candidate checks and ensures that you do not leave personal items
personal items behind behind by returning such items to you

 Parcel
If appropriate, candidate accompanies you to the door

8.5 Accompany guests to door
Please provide feedback on the following areas:
 The outcome of the assessment (How did the candidate perform in the tasks required in this assessment?)
 The assessment process (As an assessor, how did you find the overall assessment plan and process?)
Feedback on the outcome of the assessment:
Feedback on the assessment process:
Assessor’s
Signature:

4. ASSESSMENT METHOD 2: ORAL QUESTIONING

a. GENERAL BRIEF
The OQ activity allows the assessor to test the candidate’s underpinning knowledge in
this unit. The assessor may apply the OQ by asking the candidate the series of questions
in the assessment tool.
This assessment activity covers the following UK that is found in the competency
standard:
 CE1, UK 1.1-1.3
 CE2, UK 2.1-2.3
 CE3, UK 3.1-3.10
 CE4, UK 4.1-4.11
 CE5, UK 5.1-5.3
 CE6, UK 6.1-6.7
 CE7, UK 7.1-7.2
 CE8, UK 8.1-8.2
b. DURATION, VENUE, EQUIPMENT

Details on the venue and duration of the assessment are as follows:
Duration 40 minutes
Venue Conducive area at BHIS or the candidates workplace
Setup A table and 2 chairs
Assessor to candidate ratio 1:1
c. ASSESSMENT TOOL: BRIEF TO THE ASSESSOR FOR THE CONDUCT OF THE

OQ
The assessor may conduct the OQ and gather evidence in the following manner:
 Ask the candidate the series of questions that are listed in the assessment tool,
and check that the candidate’s answers are close to the key words in the
recommended answers
 If the assessor is unable to receive answers and collect evidence that display the
underpinning knowledge, the assessor may then ask additional questions to
check for the candidate’s understanding. Additional questions will be based on
the assessor’s background as an expert in this competency

 While the candidate is demonstrating the skills, the assessor should record the
outcomes in the assessment record for the OQ (Section 15e. of this assessment
plan)
 If the candidate is marked as NYC during the conduct of the OQ, the assessor is
to continue on to complete the entire assessment activity
d. ASSESSMENT TOOL: BRIEF TO THE CANDIDATE BEFORE CONDUCT OF THE

OQ
Before commencing the assessment activity, the assessor may brief the candidate as
follows:
 ‘I will now conduct the OQ section of the assessment’
 ‘This is one of the assessment methods for this unit of competency ‘Interact With
and Serve Food and Beverage Guests’
 ‘This will take 30 minutes. While you are answering the questions, I will be
recording your performance and feedback on the assessment record’
 ‘At the end of the assessment activity, I will give you feedback on your
performance’
 ‘Do you have any questions? Feel free to clarify along the way.’
e. ASSESSMENT TOOL: RECORDING THE OUTCOME

While the candidate is carrying out the OQ activity, the assessor should be recording the
evidence of their performance on the ‘Assessment Record for OQ’ document. Assessors
should be familiar with the document and ensure that all sections, details and signatures
required on the document are completed. The assessment record is included below:

ASSESSMENT RECORD FOR OQ
This document is for the assessor to record the evidence observed when the candidate performs the skills required during the OQ
assessment activity
Unit: Interact With and Serve Food and Beverage Guests
Candidate’s
Date:
Name:
NRIC No.: Start/End Time:
Assessor’s Venue:
Name:
Tick 
Question to ask the candidate and
Underpinning Knowledge Comments
suggested key answers
C NYC
Element: 1.Prepare to interact with guests
1.1 importance of personal grooming Q1 Why is it important to maintain

and personal hygiene proper personal grooming and hygiene?
 To present a good image as a
hospitality professional
 So that guests get a good first
impression
Q2 What should you do if you are

1.2 How to maintain positive attitude having a bad day and you are about to
start your shift at work?
 Maintain a positive attitude by not
allowing personal issues to interfere

with attitude at work
Q3 When working at a fine dining

1.3 how to maintain poise and posture restaurant, explain your verbal and non-
at work verbal conduct when taking orders from
a VIP guest?
 Maintain a comfortable distance
from guest
 Speak politely, clearly and
courteously
 Keep upright, maintain a
professional attitude at all times
Element: 2.Assisting guests with seating
2.1 importance of seating guests in Q4 State the importance of seating

efficient and friendly manner guests in an efficient and friendly
manner.
 To ensure that the waiting area will
not be overcrowded
 To ensure that guests have a
smooth dining experience
 To ensure that all capacity is used
appropriately
2.2 how to seat guests appropriately Q5 You have been asked to seat a
group consisting 2 elderly gentlemen
and 1 lady. Describe how you would do
this?
 Assist to seat the lady first by
pulling out her chair
 Seat the gentlemen after seating
the lady

2.3 how to communicate seating Q6 What is a typical organizational

information and issues to other staff procedure for communicating seating
information and issues to other staff?
 Referring to information in the
reservation book/daily sheet
 Floor supervisor may communicate
via walkie talkie to the hostess
Element: 3.Taking food and beverage orders
3.1 importance of taking orders Q7 Why is important to take orders

correctly correctly?
 To ensure that guests needs are
met and service is completed in a
timely manner.
3.2 importance of respecting people’s Q8 Why must you be sensitive and

cultural and social differences respect guest’s cultural and social
differences?
 It is important to be sensitive and
respectful because there may be
restrictions on the type of food and
beverage that guests may
consume, depending on their
cultural and social differences
3.3 importance of sales and selling Q9 A customer has ordered a steak.

skills What could you do to enhance their
meal and increase your sales?
 Suggest an appropriate wine to
accompany
3.4 how to use descriptions of products Q10 Why is a well written menu

and services to sell important to sales?

 Attractive descriptions of products
can influence guests choice of
items
3.5 how to determine guests’ needs Q11 You are serving some customers
and wants in corporate attire during the office
lunch period. What are their possible
needs?
 Quick, efficient service, set lunch
product
 Quiet table for a business
discussion
3.6 how to use sales props as part of Q12 Using a table tent provided,
selling process demonstrate how you would promote
the item being advertised to the guest.
3.7 what constitutes add-on product or Q13 How would you suggest a drink
service and dessert option to guests after their
3.8 what constitutes upgrade product dinner?
or service  Add on: suggest dessert items after
the table has been cleared
 Upgrade: recommend a
cappuccino instead of a coffee
3.9 understanding of dietary Q14 A guest orders the steak with

requirements and knowledge of food mushroom sauce, steamed vegetables
ingredients and bread roll. He informs you of an
allergy to gluten. What should you do
while taking the order?
 Check on the details of the allergy
and ensure that items ordered are
safe for consumption. Inform the

guest that the bread contains

gluten. Check with the chef if
unsure.
3.10 how to correctly sequence orders Q15 A group of 4 have ordered. 2

customers are having appetisers and 2
are not. What should the sequence of
service be?
 Check with guests on preference
 Appetisers first then main courses
Element: 4.Serving beverages
4.1 how to identify and fill special Q16 What do you do if the guest wishes
requests from guests to vary the order from the description on
the menu?
 Note the special request
 Inform the production team
4.2 how to identify and use correct Q17 Describe the items needed for tea
beverage containers, e.g., glassware, service.
teapots  Tea pot, tea cup, saucer, tea
spoon, strainer (for loose leaf tea)
4.3 how to present beverages using Q18 Explain how you would carry out
appropriate service style, e.g.,pouring table service of bottled beer and wine
beverage for guest, using  Beer:
showmanship skills  Present chilled glass and chilled
beer
 Place glass on table
 Open beer
 Pour beer
 Wine: present wine with label
towards guest, state details of the
wine, open bottle and serve

4.4 understanding of beverage terms Q19 What is a ‘double Johnny Walker

and range of products available for Black on the rocks’/neat
purchase  2 shots of premium whisky on ice
4.5 house and premium brands  2 shots of premium whisky
4.6 bar terms, e.g., neat, on the rocks,
double, dash
4.7 correct terms for common mixed Q20 What is a screwdriver/tequila

drinks sunrise? How are premium and house
4.8 appropriate garnish for drinks versions of these drinks usually
prepared and garnished?
 House or premium Vodka, orange

juice
 Citrus twist
4.9 how to spell names of drinks Q21 How would you place an order with
4.10 shorthand notations of drink the bar for a screwdriver/tequila
names used to order sunrise?
 Follow organizational practice

 Spell out the name of the drink on
order chit
Q22 List 2 of the regulations related to

4.11 requirements of liquor licence
a liquor license
 Time that service is allowed

 Legal age requirements of
customers before they can
purchase alcohol

Element: 5. Picking up food orders
5.1 correct service temperatures, Q23 You are serving tom yum soup.
portion sizes and plating guidelines for What is the correct serving temperature
various food and beverage products and presentation for this item?
 Soup should be served hot, with
visible steam
 Plating guidelines: served in bowl
with fresh greens and garnish
5.2 importance of checking food prior Q24 State the importance of checking
to delivery to guests correct food orders prior to delivery to
guests?
 Ensure guests are served correctly

according to their order
requirements
 No time is wasted correcting orders
 Do not incur the customers anger
5.3 how to carry food and beverages in Q25 Explain the use of the ‘cambro’
safe and professional manner tray and tray stand.
 Large tray for carrying
large/multiple plates of food
 2 person process
 Mount tray, move to guest table,
open stand, set down tray, serve
food from the tray
Element: 6. Serving food

6.1 different service styles and how to Q26 Describe 3 types of service styles
apply them, such as plate, platter, and how these are applied at a
family and takeaway service restaurant.
 Table service: individual plates of

food are served to each guest
 Counter service: customers place
their orders and wait while food is
prepared and served to them
 Takeaway service: food is ordered,
prepared packed for consumption
at a later time
Q27 Which side should you serve food

6.2 how to correctly present food to
and clear food from?
guests
 Serve from left, clear from right
Q28 State one way you may provide a

6.3 importance of performing service
checks during meals service check on completed orders?
 Returning to the table after a short

period of time to check on guest
satisfaction
 Ensuring all guest’s needs are met
and following up if there are service
lapses
6.4 how to correctly handle tableware, Q29 A guest has dropped their cutlery
e.g., handle glassware by bases or on the floor, what should you do?
stems only, handle cutlery by handles  Prepare new cutlery on a tray with
only a napkin beneath
 Present the cutlery to the guest

 Ensure to handle the cutlery by the

handles at all times
6.5 importance of performing table Q30 Why is it important to perform table

maintenance throughout meal maintenance throughout the meal?
 To ensure that guests’ tables are
kept clean and tidy, with all
unwanted items cleared away
6.6 what non-verbal cues from guests Q31 You notice that a guest is frowning
mean and how to react at his table. There is no food on his
table, only glasses of half-filled
beverages. In your opinion, what is the
problem and how will you react to this
situation?
 Problem may be that guest is
hungry and getting impatient as he
has waited for a long while for his
food but is yet to be served
 Candidate should approach guest
to find out the problem and if food is
delayed, apologize to guest for
delay, offer to check with kitchen
staff on status and update guest
accordingly after checking
6.7 how to respond to guests’ feedback
and complaints appropriately within Q32 What should you do if a guest
level of authority complains of poor food quality?
 Listen to details of the complaint
 Empathize with the guest
 Recording details of complaint
 Communicate complaint to
supervisor for necessary follow-up

Element: 7. Presenting bills
7.1 importance of verifying accuracy of Q33 Why is it important to verify

bills accuracy of bills with guests?
 To ensure that guests are billed

correctly for only items they
consumed
Q34 Describe the process of presenting

7.2 how to present bills in appropriate
manner the bill to the customer
 Prepare bill in folder

 Include condiments (mints)
 Present bill to the right of the
customer
Element: 8. Assisting guests with departure
8.1 how to efficiently and in friendly Q35 Explain how you may efficiently
manner help guests to leave outlet and in a friendly manner help guests to
leave outlet
 be alert to guests’ cues of departing

the outlet
 approach guests politely and offer
to provide assistance to guests in
their departure, where necessary
 thank guests for their patronage
and invite them to come back again
8.2 importance of thanking guests for Q36 State the importance of thanking
patronage

guests for their patronage.

 Guests will feel appreciated
 Guests fee that they have received
personalised service and are not
just another statistic
 They leave with the impression of a
good dining experience
Please provide feedback on the following areas:
 The outcome of the assessment (How did the candidate perform in the oral questions asked in this assessment?)
 The assessment process (As an assessor, how did you find the overall assessment plan and process?)
Feedback on the outcome of the assessment:
Feedback on the assessment process:
Assessor’s
Signature:

5. POST ASSESSMENT BRIEF

One all the evidence has been collected; assessors are reminded to apply their professional
judgement to make a decision on whether the candidate is ‘Competent’ or ‘Not yet competent’
a. KEY POINTS IN THE BRIEF

Once this decision has been made, the assessor should deliver a post assessment brief
to the candidate. This brief should include:
 Clear indication of the outcome of the assessment activity
 Objective feedback
 Indication of skills gaps (if NYC)
 Action plan for re-training (fill in details on the summary of assessment outcome
document)
 Date and time of reassessment (fill in details on the summary of assessment
outcome document)
6. APPEAL PROCESS
All assessments at BHIS are governed by a management structure to ensure an effective and
objective framework is in place to oversee quality of the process. All appeals will be heard by
the Assessment Appeal Panel, comprising of the Training Manager at BHIS, an Assessment
Manager and an Assessor (uninvolved in the case in dispute)
a. APPEALS PROCEDURE
 In the post assessment brief, the assessor must clearly indicate the outcome; the
candidate has the right to challenge this final outcome that has been decided by
the assessor
 If the candidate agrees with the outcome, then the assessor and the candidate
should sign the ‘Record for the Summary of the Assessment Outcome’ document
 If the candidate does not agree with the outcome, then the candidate should not
sign the ‘Record for the Summary of the Assessment Outcome’ document
 After discussing the situation with the assessor, the candidate may then inform the
assessor of their intention to appeal the decision
 The assessor should note the decision to appeal the outcome on the ‘Feedback on
Outcome’ section of the ‘Record for the Summary of the Assessment Outcome’
document
 The candidate should then complete the ‘Appeal Form’ below:

APPEAL FORM
CANDIDATES NAME:
ASSESSORS NAME:
COMPETENCY UNIT: INTERACT WITH AND SERVE FOOD AND BEVERAGE GUESTS
DETAILS OF THE ASSESSMENT
DATE OF THE ASSESSMENT: TIME:
DETAILS OF THE APPEAL
CANDIDATE’S SIGNATURE: DATE/TIME:
ASSESSORS SIGNTURE: DATE/TIME:

7. RECORD FOR THE SUMMARY OF THE ASSESSMENT OUTCOME

b. At the end of the assessment activity, the assessor is to complete the record for the
summary of the assessment outcome
RECORD FOR THE SUMMARY OF THE ASSESSMENT OUTCOME
After the assessment, this summary record should be completed and signed by the assessor and the candidate.
If competency is not yet achieved at the first attempt, strategies to address gaps in performance should be
identified and a reassessment scheduled rearranged
Competency FB-FBS-201C-0
Unit
Interact With and Serve Food and Beverage Guests
Candidates Name ID Number
Assessment Method Result Date
Competency Element Role Play Oral Questioning C NYC
1. Prepare to interact with

guest
2. Assisting guests with

seating
3.Taking food and beverage

orders
4. Serving beverages
5. Picking up food orders
6. Serving food
7.Presenting bills
8.Assisting guests
with departure
The participant has been assessed and the outcome is:
COMPETENT NOT YET COMPETENT
By signing, the candidate is agreeing to accept the assessment outcome
Candidates Name Date
& Signature

Assessors Name Date
& Signature
Feedback on
outcome
Re-assessment
(if applicable)

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WSQ FB-FBS-201C-0 Interact With And Serve Food And Beverage Guests – Assessment Plan

© Box Hill Institute Singapore Page 1 of 35

© Box Hill Institute Singapore Pty Ltd 2013

Box Hill Institute Singapore Pty Ltd

© Box Hill Institute Singapore Page 2 of 35

To be completed when document is confirmed

© Box Hill Institute Singapore Page 3 of 35

1. OVERVIEW OF THE ASSESSMENT PLAN:

INDUSTRY: COMPETENCY CATEGORY: COMPETENCY UNIT:

Interact With and Serve Food and

REFERENCE NO: VERSION NUMBER: CLASSIFICATION:

FB-FBS-201C-0, Version 0.1 2013.04.1 OPERATIONS

NOMINAL HOURS: DURATION (TRAINING): DURATION (ASSESSMENT):

40 HOURS 29h 30m 1h 20m

This unit of competency deals with the following skills:

Competency Description of the Competency Element

1. Prepare to interact with guests

2. Assisting guests with seating

3. Taking food and beverage orders

5. Picking up food orders

8. Assisting guests with departure

a. MATRIX OF ASSESSMENT METHODS

© Box Hill Institute Singapore Page 4 of 35

3.5 Use sales props, if available 

3.6 Apply suggestive selling 

3.9 Write down or input order in accordance to organisational 

3.11 Retrieve menus from guests and return them to appropriate 

3.14 Set required cutlery, crockery and glassware according to items 

© Box Hill Institute Singapore Page 5 of 35

beverages UK 4.1, 4.2, 4.3

5.3 Communicate discrepancies of prepared food order to 

5.4 Carry order in correct manner 

6.2 Restate guest’s order while presenting food, and receive 

6.4 Perform service check on order 

7.3 Present bills in appropriate manner 

© Box Hill Institute Singapore Page 6 of 35

© Box Hill Institute Singapore Page 7 of 35

c. METHODS AND DURATION

Competency Description of the Assessment Duration

1. Prepare to interact with RP & OQ

2. Assisting guests with RP & OQ

3. Taking food and beverage RP & OQ RP: 40 mins

© Box Hill Institute Singapore Page 8 of 35

5. Picking up food orders RP & OQ

6. Serving food RP & OQ

7. Presenting bills RP & OQ

8. Assisting guests with RP & OQ

2. GENERAL BRIEF TO THE ASSESSOR

a. PURPOSE OF THE ASSESSMENT

This is a summative assessment activity to gather formal evidence to determine the

b. PROCESSES AND MANAGEMENT

© Box Hill Institute Singapore Page 9 of 35

c. PLANNING AND CONDUCTING THE ASSESSMENT

© Box Hill Institute Singapore Page 10 of 35

Prior to the assessment I have: Tick () Remarks

1. Ensured the candidate is informed about the venue and

During the assessment I have:

1. Introduced myself and confirmed the identity of the candidate

2. Put candidates at ease by communicating effectively, being

7. Encouraged the candidate to seek clarification if in doubt

8. Asked the candidate for feedback on the assessment process

After the assessment I have:

1. Ensured that the candidate is given constructive feedback