Session Plan Template 1-3 TMC

SESSION PLAN
Sector : Tourism
Qualification Title : Food and Beverage Services NC II
Unit of Competency : Welcome guests and take food and beverage orders
Module Title : Welcoming the guests and taking of food and beverage orders
Learning Outcomes: 1. Welcome and greet guests
2. Seat the guests
3. Take food and beverage orders
4. Liaise between kitchen and service areas
A. INTRODUCTION This unit 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
B. LEARNING ACTIVITIES
LO 1: Welcome and greet guests
Learning Content Methods Presentation Practice Feedback Resources Time

1.1 Acknowledge The trainer will The trainees will The trainer CBLM 1Hour
the guests as discuss and read the will compare
soon as they distribute Information the answers
arrive. Information Sheet Sheet and to the
Discussion no. 2.1-1 on how answer self- answer key
to check 2.1-1
acknowledge the 2.1-1
guests as soon as
they arrive.
The trainer will The trainees will The trainer CBLM & 1Hour
demonstrate task re-demonstrate will check other
sheet 2.1-1 on how task sheet 2.1-1 the Materials:
Actual to acknowledge the on how to performance FBS
Demonstration guests as soon as acknowledge using the Uniform
they arrive. the guests as performance
soon as they criteria
arrive. checklist
2.1-1
1.2 Greet the The trainer will The trainees will The trainer CBLM 1Hour
Guests with an discuss and read the will compare
appropriate distribute Information the answers
welcome. Information Sheet Sheet and to the
Discussion no. 2.1-2 on how answer self- answer key
to greet the guests check 2.1-2 2.1-2
with an
appropriate
welcome.
to greet the guests on how to greet performance FBS
with an the guests with using the Uniform
appropriate an performance
Actual welcome. appropriate criteria
Demonstration welcome. checklist
2.1-2
1.3 Check the The trainer will The trainees will The trainer CBLM 1Hour
details of discuss and read the will compare
reservation distribute Information the answers
based on Information Sheet Sheet and to the
established no. 2.1-3 on how answer self- answer key
standard policy. to check the check 2.1-3 2.1-3
Discussion details of
reservation based
on established
standard policy.
to check the on how to performance FBS
details of check the using the Uniform,
Actual reservation based details of performance Reservatio
Demonstration on established reservation criteria n log book
standard policy. based on checklist
established 2.1-3
standard policy.
LO 2: Seat the guests

2.1 Escort and The trainer will The trainees will The trainer CBLM 1Hour
seat the guests discuss and read the will compare
according to distribute Information the answers
table Information Sheet Sheet and to the
allocations no. 2.2-1 on how answer self- answer key
to escort and seat check 2.2-1 2.2-1
Discussion the guests
according to
table allocations.
to escort and seat on how to performance Table,
the guests escort and seat using the FBS
Actual according to the guests performance Uniform
Demonstration table allocations. according to criteria
table allocations. checklist
2.2-1
2.2 Utilize tables The trainer will The trainees will The trainer CBLM 1Hour
according to the distribute read the will compare
number of Information Sheet Information the answers
party. no. 2.2-2 on how Sheet and to the
to answer self- answer key
utilize tables check 2.2-2
Group according to the 2.2-2
Discussion number of party.
2.3 Seat the guests The trainer will The trainees will The trainer CBLM 1Hour
Evenly among discuss and read the will compare
Stations to distribute Information the answers
control the Information Sheet Sheet and to the
traffic flow of no. 2.2-3 on how answer self- answer key
guests in the to check 2.2-3 2.2-3
dining room. Discussion Seat the guests
Evenly among
stations to control
the traffic flow of
guests in the
dining room.
2.4 Open cloth The trainer will The trainees will The trainer CBLM 1Hour
napkins for discuss and read the will compare
the guests when distribute Information the answers
applicable. Information Sheet Sheet and to the
no. 2.2-4 on how answer self- answer key
to open cloth check 2.2-4 2.2-4
Video napkins for the
Presentation guests when
applicable.
sheet 2.2-4 on how tsk sheet 2.2-4 the Materials:
to open cloth on how to performance Table,
napkins for open cloth using the Linens,
the guests when napkins for performance Table
Actual applicable. the guests when criteria Wares,
Demonstration applicable. checklist FBS
2.2-4 Uniform
2.5 Serve water The trainer will The trainees will The trainer CBLM 1Hour
when discuss and read the will compare
applicable, distribute Information the answers
according to the Information Sheet Sheet and to the
standards of the no. 2.2-5 on how answer self- answer key
foodservice Role to serve water check 2.2-5 2.2-5
facility. Play when applicable,
according to the
standards of the
foodservice
facility.
to serve water on how to performance Table,
when applicable, serve water using the Linens,
Actual according to the when applicable, performance Table
Demonstration standards of the according to the criteria Wares,
foodservice standards of the checklist FBS
facility. foodservice 2.2-5 Uniform
facility.
LO 3: Take food and beverage orders
3.1 Present guests The trainer will The trainees will The trainer CBLM 1Hour
with the menu discuss and read the will compare
according to distribute Information Sheet the answers
established Information Sheet and answer self- to the
standard no. 2.3-1 on how check 2.3-1 answer key
practice to present guests 2.3-1
Discussion with the menu
according to
established
standard practice.
to present guests on how to performance Table,
with the menu present guests using the Linens,
Actual according to with the menu performance Table
Demonstration established according to criteria Wares,
standard practice. established checklist Menu,
standard 2.3-1 FBS
practice. Uniform
3.2 Take orders The trainer will The trainees will The trainer CBLM 1Hour
completely in discuss and read the will compare
accordance with distribute Information Sheet the answers
the Information Sheet and answer self- to the
establishment’s no. 2.3-2 on how check 2.3-2 answer key
standard to take orders 2.3-2
procedures. completely in
Discussion accordance with
the
establishment’s
standard
procedures.
to take orders on how to performance Table,
completely in take orders using the Linens,
accordance with completely in performance Table
Actual the accordance with criteria Wares,
Demonstration establishment’s the checklist Menu,
standard establishment’s 2.3-2 FBS
procedures. standard Uniform
procedures.
3.3 Note special The trainer will The trainees will The trainer CBLM 1Hour
requests and discuss and read the will compare
requirements distribute Information Sheet the answers
accurately. Information Sheet and answer self- to the
no. 2.3-3 on how check 2.3-3 answer key
to note special 2.3-3
Discussion requests and
requirements
accurately.
to note special on how to performance Table,
Actual requests and note special using the Linens,
Demonstration requirements requests and performance Table
accurately. requirements criteria Wares,
accurately. checklist Menu,
2.3-3 FBS
Uniform
3.4 Repeat orders The trainer will The trainees will The trainer CBLM 1Hour
back to discuss and read the will compare
the guests to distribute Information Sheet the answers
confirm items. Information Sheet and answer self- to the
Discussion no. 2.3-4 on how check 2.3-4 answer key
to repeat orders 2.3-4
back to the guests
to confirm items.
to repeat orders on how to performance Table,
Actual back to the guests repeat orders using the Linens,
Demonstration to confirm items. back to the performance Table
guests to confirm criteria Wares,
items. checklist Menu,
2.3-4 Uniform
3.5 Provide and The trainer will The trainees will The trainer CBLM 1Hour
adjust the distribute read the will compare
tableware and Information Sheet Information Sheet the answers
cutlery no. 2.3-5 on how and answer self- to the
appropriate for to check 2.3-5 answer key
the menu Group provide and adjust 2.3-5
choices in Discussion the tableware and
accordance with cutlery appropriate
establishment for the menu
procedures. choices in
accordance with
establishment
procedures.
to provide and on how to provide performance Table,
adjust the and adjust the using the Linens,
tableware and tableware and performance Table
Actual cutlery appropriate cutlery criteria Wares,
Demonstration for the menu appropriate for checklist Menu,
choices in the menu choices 2.3-5 FBS
accordance with in accordance Uniform
establishment with
procedures. establishment
procedures.
LO 4: Liaise between kitchen and service areas

4.1 Place and sent The trainer will The trainees will The trainer CBLM 1Hour
orders to the discuss and read the will compare
kitchen distribute Information Sheet the answers
promptly. Information Sheet and answer self- to the
Discussion to place and sent 2.4-1
orders to the
kitchen promptly.
to place and sent on how to performance Table,
Actual orders to the place and sent using the Linens,
Demonstration kitchen promptly. orders to the performance Table
kitchen promptly. criteria Wares,
checklist Menu,
2.4-1 Utility
Tray
PPE
Uniform
Quality of food discuss and read the will compare
in accordance distribute Information Sheet the answers
with Information Sheet and answer self- to the
establishment no. 2.4-2 on how check 2.4-2 answer key
standards. to 2.4-2
Discussion check the quality
of food in
accordance with
establishment
standards.
tableware for discuss and read the will compare
chips, marks, distribute Information Sheet the answers
cleanliness, Information Sheet and answer self- to the
spills, and drips no. 2.4-3 on how check 2.4-3 answer key
to check the 2.4-3
tableware for
Discussion chips, marks,
cleanliness,
spills, and drips
to check the on how to performance Table
Actual tableware for check the using the Wares,
Demonstration chips, marks, tableware for performance FBS
cleanliness, chips, marks, criteria Uniform
spills, and drips cleanliness, checklist
spills, and drips 2.4-3
4.4 Carry out plates The trainer will The trainees will The trainer CBLM 1Hour
and/or trays discuss and read the will compare
safely. distribute Information Sheet the answers
Discussion Information Sheet and answer self- to the
to carry out plates 2.4-4
and/or trays
safely.
to carry out plates on how to performance Table,
Actual and/or trays carry out plates using the Table
Demonstration safely. and/or trays performance Wares,
safely. criteria Utility
checklist Tray,
2.4-4 FBS
Uniform
4.5 Advise The trainer will The trainees will The trainer CBLM 1Hour
colleagues discuss and read the will compare
promptly distribute Information Sheet the answers
regarding Information Sheet and answer self- to the
readiness of no. 2.4-5 on how check 2.4-5 answer key
items to advise 2.4-5
for service Discussion colleagues
promptly regarding
readiness of items
for service.
to advise on how to advise performance FBS
colleagues colleagues using the Uniform
promptly regarding Promptly performance
Actual readiness of items regarding criteria
Demonstration for service readiness of checklist
items for service 2.4-5
4.6 Relay an The trainer will The trainees will The trainer CBLM 1Hour
accurate discuss and read the will compare
information distribute Information Sheet the answers
about special Information Sheet and answer self- to the
requests, no. 2.4-6 on how check 2.4-6 answer key
dietary or to relay an 2.4-6
cultural accurate
requirements Discussion information about
to kitchen special requests,
appropriately. dietary or
cultural
requirements to
kitchen
appropriately.
to relay an on how to relay performance Menu,
accurate an accurate using the FBS
Actual information about information about performance Uniform
Demonstration special requests, special requests, criteria
dietary or dietary or checklist
cultural cultural 2.4-6
requirements to requirements to
kitchen kitchen
appropriately. appropriately.
4.7 Observe work The trainer will The trainees will The trainer CBLM 1Hour
technology discuss and read the will compare
according to distribute Information Sheet the answers
establishment Information Sheet and answer self- to the
standard policy no. 2.4-7on how to check 2.4-7 answer key
and procedures. Discussion observe work 2.4-7
technology
according to
establishment
standard policy
and procedures.
C. ASSESSMENT PLAN
 Written Test
 Oral Questioning/ Interview
 Actual/Performance Assessment
D. TEACHER’S SELF-REFLECTION OF THE SESSION : After accomplishing this session, the trainees must be able to
perform on how to welcome the guests and take food and
beverage orders.
Prepared by:
MARLOU CHESTER O. BENDAÑO
Trainer
SESSION PLAN
Sector : Tourism
Unit of Competency : Prepare the dining room/restaurant area for service
Module Title : Preparing the dining room/restaurant area for service
Learning Outcomes: 1. Take table reservations
2. Prepare service stations and equipment
3. Set-up the tables in the dining area
4. Set the mood/ambiance of the dining area
A. INTRODUCTION This unit deals with the knowledge and skills required in Preparing the dining room/restaurant
area for service to the dining guests as soon as they arrive in the foodservice facility.
LO 1: Welcome and greet guests

1.1 Take Table The trainer will The trainees will The trainer CBLM 1Hour
Reservations discuss and read the will compare
Power point distribute Information the answers
presentation Information Sheet Sheet and to the
-Discussion 1.1-1 on how to answer self- answer key
take table check 1.1-1 1.1-1
reservation
The trainer CBLM & 1Hour
will check other
The trainer will The trainees will the Materials:
demonstrate task
Actual sheet 1.1-1 on how re-demonstrate performance FBS
Demonstration to take table task sheet 1.1-1 using the Uniform
reservation on how to take performance
table reservation criteria
checklist
1.1-1
1.2 Discuss Basic The trainer will The trainees will The trainer CBLM 1Hour
Types Of Table discuss and read the will compare
Ware distribute Information the answers
Information Sheet Sheet and to the
Discussion answer self- answer key
check
sheet task sheet the Materials:
performance FBS
using the Uniform
performance
Actual criteria
Demonstration checklist
1.3 Discuss basic The trainer will The trainees will The trainer CBLM 1Hour
types of table discuss and read the will compare
ware , distribute Information the answers
general rules in Information Sheet Sheet and to the
laying Discussion answer self- answer key
covers/table check
set-up,
different napkin The trainer will The trainees will The trainer CBLM & 1Hour
folding styles, demonstrate task re-demonstrate will check other
Station mise-en- sheet task sheet the Materials:
place, performance FBS
Telephone using the Uniform
ethics, performance
Table skirting Actual criteria
styles, Demonstration checklist
Banquet set-up
styles.
LO 2: Prepare service stations and equipment
2.1 Take The trainer will The trainees will The trainer CBLM 1Hour
distribute Information the answers
Discussion Information Sheet Sheet and to the
answer self- answer key
check
Actual sheet task sheet the Materials:
Demonstration performance FBS
using the UniforM
performance
criteria C.
2.1 Table Setting The trainer will The trainees will The trainer CBLM 1Hour
discuss and read the will compare
check
using the UniforM
performance
criteria C.
2.2 Napkin Folding The trainer will The trainees will The trainer CBLM 1Hour
check
using the Uniform
performance
criteria C.
2.3 Buffet Skirting The trainer will The trainees will The trainer CBLM 1Hour
check
using the Uniform
performance
criteria C.
2.4 Banquet Setting The trainer will The trainees will The trainer CBLM 1Hour
check
using the Uniform
performance
criteria C.
LO 3: Set up the tables in the dining area
3.2 Table Setting Discussion Information Sheet Sheet and to the
3.3 Napkin Folding check
3.3 Buffet Skirting demonstrate task re-demonstrate will check other
3.4 Banquet Setting using the Uniform
performance
criteria C.
LO 4: Set the mood/ambiance of the dining area
Discussion distribute Information the answers
4.2 Table Setting Information Sheet Sheet and to the
4.3 Napkin Folding check
4.3 Buffet Skirting The trainer will The trainees will The trainer CBLM & 1Hour
4.4 Banquet Setting Demonstration performance FBS
using the Uniform
performance
criteria C.
SESSION PLAN
Sector : Tourism
Unit of Competency : Promote food and beverage products
Module Title : Promoting food and beverage products
Learning Outcomes: 1. Know the product
2. Undertake suggestive selling
3. Carry out Up selling strategies.
A. INTRODUCTION This unit deals with the knowledge and skills required in Promoting food and beverage products
to the dining guests as soon as they arrive in the foodservice facility.
LO 1: Know the product

1.1 The trainer will The trainees will The trainer CBLM 1Hour
Master names and discuss and read the will compare
pronunciations of Discussion distribute Information the answers
diches in the menu. Information Sheet Sheet and to the
check
1.2 Memorize
ingredients of
dishes.
1.3 Know sauces The trainer will The trainees will The trainer CBLM & 1Hour
and Actual demonstrate task re-demonstrate will check other
accompaniments Demonstration sheet task sheet the Materials:
by heart performance FBS
using the Uniform
performance
1.4 Study the criteria C.
descriptions of
every item in the
menu.
1.5 Master to prevent

serious common food
allergens
LO 2: Undertake suggestive selling
2.1 Provide The trainer will The trainees will The trainer CBLM 1Hour
information about discuss and read the will compare
the food items in Discussion distribute Information the answers
clear explanations Information Sheet Sheet and to the
and descriptions answer self- answer key
check
2.2 Offer items on
Actual demonstrate task re-demonstrate will check other
specials or promos to
Demonstration sheet task sheet the Materials:
assist guest with performance FBS
food and beverage using the Uniform
selections. performance
criteria C.
2.3 Suggest name of
specific menu items
to guests rather than
just mentioning the
general
categories in the
menu to help them
make the
choice and know
what they want.
2.4 Recommend
standard food and
beverage pairings
2.5 Give several

choices to provide
more options to
guest.
2.6 Use descriptive

words while
explaining the
dishes to make it
more tempting and
appetizing.
2.7 Carry out
suggestive selling
discreetly so as
not to be too pushy
or too aggressive.
LO 3. Carry out Up selling strategies.
3.1 Suggest Slow The trainer will The trainees will The trainer CBLM 1Hour
moving but highly discuss and read the will compare
profitable items to Discussion distribute Information the answers
increase guest check. Information Sheet Sheet and to the
check
3.2 Offer Second
servings of items
ordered. performance FBS
using the Uniform
3.3 Mention food performance
portion or size for criteria C.
possible
adjustments with the
orders.
3.4 Recommend new

items to regular
guests to
encourage them to
try other items in the
menu.
SESSION PLAN
Sector : Tourism
Unit of Competency : Provide Food and Beverage Services to Guests
Module Title : Providing Food and Beverage Services to Guests
Learning Outcomes: 1. Serve food orders
2. Assist the diners
3. Perform banquet or catering food service
4. Serve Beverage Orders
5. Process payments and receipts
6. Conclude food service and close down dining area
7. Manage intoxicated persons
A. INTRODUCTION This unit 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.
LO 1: Serve food orders

Pick up food orders Discussion distribute Information the answers
promptly from service Information Sheet Sheet and to the
areas. answer self- answer key
check
1.2
Check food orders for

presentation and
appropriate garnish
and The trainer will The trainees will The trainer CBLM & 1Hour
accompaniments. Actual demonstrate task re-demonstrate will check other
1.3 performance FBS
using the Uniform
Serve food orders to performance
the guests who criteria C.
ordered them.
1.4
Serve and clear food

orders with minimal
disturbance to the
other guests and in
accordance to
hygienic
requirements.
1.5
Serve food orders
served in accordance
with the
enterprise serving
style standards.
1.6
Order name of the

dish mentioned upon
serving the guest.
1.7
Serve sequence of
meal delivery is
monitored in
accordance with
enterprise
procedures.
LO 2 Assist the diners
Request and discuss and read the will compare
anticipate additional Discussion distribute Information the answers
needs of the guests Information Sheet Sheet and to the
check
2.2
Offer Additional food performance FBS
and beverage served using the Uniform
at performance
the appropriate criteria C.
times.
2.3
Provide Necessary
condiments and
appropriate
tableware based on
the food order.
2.4
Recognize Delays or
deficiencies in service
followed up promptly
based on enterprise
policy.
2.5
Conduct “3-minute
check” to check
guest’s satisfaction.
2.6
Treat children and

guests with special
needs, extra
attention and care.
LO 3. Perform banquet or catering food service
Prepare and check Discussion distribute Information the answers
service ware for Information Sheet Sheet and to the
completeness ahead answer self- answer key
of time. check
3.2
performance FBS
Set up tables and using the Uniform
chairs in accordance performance
with the event criteria C.
requirements.
3.3
Serve food according

to general principles.
3.4
Handle food based
on food safety
procedures.
3.5
Ensure coordinated
food service of meal
courses.
3.6
Keep assigned areas

clean in accordance
with enterprise
procedures.
3.7
clear and soiled

tables and dishes
prepared to be
brought for
dishwashing after
the event or function,
3.8
Note and monitor
number of guests
being served.
LO4. Serve Beverage Orders
Pick up Beverage discuss and read the will compare
orders promptly from Discussion distribute Information the answers
the bar. Information Sheet Sheet and to the
check
4.2 check
Check Beverage
orders for performance FBS
presentation and using the Uniform
appropriate performance
garnishes. criteria C.
4.3
Serve Beverages at
appropriate times
during meal.
4.4
Serve Beverages
efficiently according
to
established
standards of service.
4.5
Serve Beverages at
the right
temperature.
4.6
Open full bottle wine

orders with
minimal disturbance
to the other guests.
4.7
Carry out Wine
service in accordance
with
establishment
procedures.
4.8
Carry out Coffee
and/or tea service in
accordance
with establishment
procedure.
LO5. Process payments and receipts
Prepare and process discuss and read the will compare
bills accurately in Discussion distribute Information the answers
coordination with Information Sheet Sheet and to the
cashier. answer self- answer key
check
5.2
Verify amount due performance FBS
with customer using the Uniform
performance
5.3 criteria C.
Accept cash and
non-cash payments
and receipts are
issued.
5.4
Give change as
required
5.5
Complete Required
documentation in
accordance
with enterprise
policy.
LO6. Conclude food service and close down dining area
Remove soiled dishes Discussion distribute Information the answers
when guests are Information Sheet Sheet and to the
finished answer self- answer key
with the meal. check
6.2 Handle food
scraps in accordance performance FBS
with hygiene using the Uniform
regulations and performance
enterprise criteria C.
procedures.
6.3
Clean and store
equipment in
accordance with
hygiene regulations
and enterprise
procedures.
6.4
clear, reset and

ready the tables for
the next
sitting when guests
are finished with the
meal.
6.5
Thanked and give
guests a warm
farewell.
6.6
Turn off electrical
equipment where
appropriate.
LO7. Manage intoxicated persons

Determine Levels of Discussion distribute Information the answers
intoxication of Information Sheet Sheet and to the
customers answer self- answer key
check
7.2
Refer difficult performance FBS
situations to an using the Uniform
appropriate person performance
criteria C.
7.3
Apply appropriate
procedures to the
situation and
in accordance with
enterprise policy.
7.4 Apply Legislative

requirements
SESSION PLAN
Sector : Tourism
Unit of Competency : PROVIDE ROOM SERVICE
Module Title : PROVIDING ROOM SERVICE
Learning Outcomes: 1. Take and process room service orders
2. Set up trays and trolleys
3. Present and serve food and beverage orders to guests
4. Present room service account
5. Clear away room service equipment
A. INTRODUCTION This unit 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.
LO 1: Take and process room service orders

Answer Telephone discuss and read the will compare
call promptly and Discussion distribute Information the answers
courteously Information Sheet Sheet and to the
in accordance with answer self- answer key
customer service check
standards.
1.2
Check and use
Guests’ name The trainer will The trainees will The trainer CBLM & 1Hour
throughout the Actual demonstrate task re-demonstrate will check other
Interaction Demonstration sheet task sheet the Materials:
performance FBS
using the Uniform
1.3 performance
clarify, repeat and criteria C.
check Details of
orders for accuracy
1.4
Use Suggestive
selling techniques
1.5
Advise guests of
approximate time of
delivery.
1.6
Record and check
relevant information
in accordance with
establishment policy
and procedures.
1.7 Interpret room

service orders
received from
doorknob dockets
are interpreted
accurately.
1.8
Transfer and relay
orders promptly to
appropriate location
for preparation.
LO 2 Set up trays and trolleys
Prepare Room service discuss and read the will compare
equipment and Discussion distribute Information the answers
supplies in Information Sheet Sheet and to the
accordance with answer self- answer key
establishment check
procedures.
performance FBS
2.2 using the Uniform
Select and check performance
Proper room service criteria C.
equipment and
supplies for
cleanliness and
condition.
2.3 Set up Trays and

trolleys keeping in
mind balance,
safety and
attractiveness.
2.4
Set up room service
trays or trolleys
according to the food
and beverage orders.
2.5
Check orders before
leaving the kitchen
for delivery.
2.6
Cover food items
during
transportation to the
room.
LO 3. Present and serve food and beverage orders to guests
Verify the guest’s discuss and read the will compare
name on the bill Discussion distribute Information the answers
before announcing Information Sheet Sheet and to the
the staff’s presence answer self- answer key
outside the door. check
3.2
Greet guests politely performance FBS
in accordance with using the Uniform
the establishment’s performance
service procedures. criteria C.
3.3
Ask guest where they
want the tray or
trolley to be
positioned.
3.4
Deliver food orders
on the time desired
by the guests.
LO4. Present room service account
The trainer will The trainees will The trainer CBLM 1Hour
4.1 discuss and read the will compare
Check and present Discussion distribute Information the answers
guests’ accounts for Information Sheet Sheet and to the
accuracy and in answer self- answer key
accordance with check
establishment
procedures.
performance FBS
Acknowledge and performance
present cash criteria C.
payments to the
cashier for
processing in
accordance with
establishment
guidelines.
4.3
Ask for guests charge
accounts to sign the
bills.
LO5. Clear away room service equipment
Apply procedure to Discussion distribute Information the answers
take away the tray or Information Sheet Sheet and to the
trolley when the answer self- answer key
guests have finished check
their meal is
explained.
performance FBS
using the Uniform
5.2 performance
Check and clear criteria C.
floors in accordance
with establishment
policy and The trainer will The trainees will The trainer CBLM & 1Hour
guidelines. Actual demonstrate task re-demonstrate will check other
5.3 performance FBS
using the Uniform
Clear dirty trays in
performance
accordance with the
criteria C.
establishment’s
procedure.
5.4
Clean and return
trays and trolleys to
the room service
area.
SESSION PLAN
Sector : Tourism
Unit of Competency : RECEIVE AND HANDLE GUEST CONCERNS
Module Title : RECEIVING AND HANDLING GUEST CONCERNS
Learning Outcomes: 1. Listen to the complaint
2. Apologize to the guest
3. Take proper action on the complaint
4. Record complaint
A. INTRODUCTION This unit deals with the knowledge and skills required in receiving and handling guest
complaints.
LO 1: Listen to the complaint

Obtain the entire discuss and read the will compare
story or issue of Discussion distribute Information the answers
concerns from the Information Sheet Sheet and to the
guest without answer self- answer key
interruption. check
performance FBS
Note details of the performance
guest complaint or criteria C.
concern.
1.3
Give full attention to
the complaining
guest.
1.4
Paraphrase guest
complaint to
determine if the
concern is correctly
understood.
LO 2 Apologize to the guest
Offer sincere apology discuss and read the will compare
for the disservice. Discussion distribute Information the answers
Information Sheet Sheet and to the
2.2 answer self- answer key
Show empathy to the check
guest to show
genuine concern and
consideration. performance FBS
using the Uniform
2.3 performance
Avoid excuses or criteria C.
blaming others
2.4
Express gratitude to
the guest for bringing
the matter up for
attention.
LO 3. Take proper action on the complaint
Take appropriate Discussion distribute Information the answers
action regarding Information Sheet Sheet and to the
guest’s concerns. answer self- answer key
check
3.2
Inform The right
person or performance FBS
department who can using the Uniform
solve the performance
Problem for proper criteria C.
action.
3.3
Elevate or refer
Difficult situations or
serious concerns to
higher authority.
3.4
Follow-up problem to
check whether it is
solved or not.
LO4. Record complaint
Document discuss and read the will compare
complaints according Discussion distribute Information the answers
to the Information Sheet Sheet and to the
establishment answer self- answer key
standard procedures. check
4.2 performance FBS
Record concerned using the Uniform
persons and performance
Recognize and take criteria C.
actions.
4.3
Log and collate
feedback received
from guests.

Session Plan Template 1-3 TMC

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Session Plan Template 1-3 TMC

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SESSION PLAN

LO 1: Welcome and greet guests

Learning Content Methods Presentation Practice Feedback Resources Time

LO 2: Seat the guests

LO 3: Take food and beverage orders

LO 4: Liaise between kitchen and service areas

MARLOU CHESTER O. BENDAÑO

LO 1: Welcome and greet guests

Learning Content Methods Presentation Practice Feedback Resources Time

LO 1: Know the product

Learning Content Methods Presentation Practice Feedback Resources Time

1.5 Master to prevent

LO 2: Undertake suggestive selling

2.5 Give several

2.6 Use descriptive

3.4 Recommend new

LO 1: Serve food orders

Learning Content Methods Presentation Practice Feedback Resources Time

Check food orders for

Serve and clear food

Order name of the

LO 2 Assist the diners

Treat children and

Serve food according

Keep assigned areas

clear and soiled

Open full bottle wine

LO5. Process payments and receipts

LO6. Conclude food service and close down dining area

clear, reset and

LO7. Manage intoxicated persons

7.4 Apply Legislative

LO 1: Take and process room service orders

Learning Content Methods Presentation Practice Feedback Resources Time

1.7 Interpret room

2.3 Set up Trays and

LO5. Clear away room service equipment

LO 1: Listen to the complaint

Learning Content Methods Presentation Practice Feedback Resources Time

LO 3. Take proper action on the complaint

LO4. Record complaint

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