SESSION PLAN

Sector : TOURISM SECTOR (HOTEL AND RESTAURANT)

Qualification Title : FOOD AND BEVERAGE SERVICES NC II
Unit of Competency : PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE
based on
establishment’s
standards. Details
of the reservations
are repeated back
and confirmed
with the party
making the
reservation.
Additional
information about
the food service
establishment is
provided when
necessary.

LO 2:
Prepare service stations and equipment

2.1 - Service or ● Discussio ● PowerPoi ● Performance ● Task 2 hours

waiter’s stations n nt presentation sheet sheet
are stocked with ● lecture Task sheet
supplies necessary ● Whitebo
for service. ard
● ● Marker
Power point
Cleanliness and
Discussion presentation Self-check
condition of
all tables,
tableware and
dining room
equipment are
checked.
.

✔
LO 3: Set up the tables in the dining area

✔ Tables ● Lecture, ● PowerPo ● ● Answer ● Self- 4hr

are set discussion int presentation key 1.1 check form .
according ● Powerpoi with Selfcheck ● PC
to the nt presentation ● Informa ● Whiteb
standard ● Demonst t ion sheet 1.3 ● Perfor o ard
s of ration m ance criteria ● Marker
the food service
✔ Table
napkin folding
style
✔ Table
skirting design

LO 4: Set the mood/ambiance of the dining area

1.2 Lights are ● ● ● ● Perform ance ●

adjusted criteria
according to discussio n
time of the
day. 1.3
Tables, chairs
and other
dining room
furniture are
arranged to
ensure
comfort and
convenience
of the guests.
1.4
Appropriate
music is
played when
applicable
1.5
Floors/carpe ts
are cleaned and
made sure are
dry.
1.6 Air-
condition or
cooling units
are adjusted for
the comfort of
the guests
1.7
Decorations
are set-up
according to
theme or
concept of the
dining room.

C. ASSESSMENT PLAN
● Written Test
● Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
 SESSION PLAN
Sector : TOURISM SECTOR (HOTEL AND RESTAURANT)
Qualification Title : FOOD AND BEVERAGE SERVICES NC II
Unit of Competency : WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
Module Title : WELCOMING GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
Learning Outcomes:
LO1. Welcome and greet guests
LO2. Seat the guests
LO3. Take food and beverage orders
LO4. 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

● Lecture, ● Power ● ● ●
1.1 - Guests are discussion point
acknowledged as ● Power presentation with
soon as they point presentation ● Informa
arrive. ● Demonstra tion sheet
1.2 Guests tion
are greeted with
an appropriate
welcome. Details
of reservations
are checked
based on
established
standard policy

LO 2:
Seat the guests
✔ - Guests are ● Powerpoi ● PowerPoi ● ● Self-
escorted nt presentation nt presentation check form
and seated ● Demonst rate with ● PC
according ● Whitebo
to table ard
allocations ● Marker
✔ Tables are
utilized according
to the number of
party.
✔ Guests are
seated
evenly
among
stations to
control the
traffic flow
of guests in
the dining
room.

✔ Cloth
napkins are
opened for the
guests when
applicable.
✔ Water is
served when
applicable,
according to
the
standards of
the
foodservice
facility.

✔
LO 3: Take food and beverage orders
✔ - Guests ● Lecture, ● PowerPo ● Self- ● Answer ● Self- 1 hr.
are presented with discussion int presentation check 1.1 key 1.1 check form
the menu ● Powerpoi with ● PC
according to nt presentation ● Informat ● Whitebo
established ● Demonst ion sheet 1.1 ● Task ● Perfor ard
standard practice. ration Leading Sheet 1.1 m ance criteria ● Marker
✔ Orders Workplace page 1.1
are taken 11-12
completely in
accordance with
the
establishment’s
standard
procedures.
✔ Special
requests and
requirements are
noted accurately.

✔ Orders
are repeated back to
the guests to
confirm items.
✔ Tablewar
e and cutlery
appropriate for the
menu choices are
provided and
adjusted in
accordance with
establishment
procedures.
LO 4: Liaise between kitchen and service areas

✔ Orders are ● ● ● ● ●
placed and sent to
the kitchen
promptly.
✔ Quality of
food is checked in
accordance with
establishment
standards
✔ Tableware is
checked for
chips, marks,
cleanliness, spills,
and drips
✔ Plates
and/or trays are
carried out safely.
✔ Colleagues
are advised promptly
regarding readiness of
items for service
✔ Information
about special
requests, dietary or
cultural requirements
is relayed accurately
to kitchen where
appropriate. Work
technology are
observed according to
establishment
standard policy
and procedures
-

C. ASSESSMENT PLAN
● Written Test
● Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION

SESSION
PLAN
Sector : TOURISM SECTOR (HOTEL AND RESTAURANT)
Qualification Title : FOOD AND BEVERAGE SERVICES NC II
Unit of Competency : PROMOTE FOOD AND BEVERAGE PRODUCTS
Module Title : PROMOTING FOOD AND BEVERAGE PRODUCTS
Learning Outcomes:
LO1. Know the product LO2. Undertake Suggestive selling
LO3. Carry out Upselling strategies

A. INTRODUCTION
This unit deals with the knowledge and skills required in providing advice to customers on food and beverage
products in foodservice enterprises

B. LEARNING ACTIVITIES
LO 1: Know the product
Learning Content
Methods Presentation Practice Feedback Resources Time

✔ Names and ● Lecture, ● Power ● ● ●

pronunciations of discussion point
dishes in the menu are ● Power presentation with
mastered. point presentation ● Inform
● Demonstr a tion sheet
✔ Ingredients of
a tion
dishes are
memorized.

✔ Sauces and
accompaniments
are known by
heart.
✔ Description
s of every item in the
menu are studied.

✔ Common
food allergens are
mastered to prevent
serious

health
consequences.

LO 2: Undertake Suggestive selling

 ● PowerPoi ● PowerPoi ● ● Self-
✔ Informatio nt presentation nt presentation check form
n about the food ● Demonst with ● PC
items are provided in rate ● Whitebo
clear explanations ard
and descriptions. ● Marker
✔ Items on
specials or
promos are
offered to assist
guests with food and
beverage selections.

✔ Name of
specific menu items
are suggested to
guests rather than
just mentioning the
general categories
in the menu to help
them make the
choice and know
what they want.

✔ Standard
food and
beverage
pairings are
recommended.
✔ Several
choices are given to
provide more
options to guests

✔ Descriptive
words are
used while
explaining the
dishes to
make it more
tempting and
appetizing.

✔ Suggestive
selling is carried
out discreetly so as
not to be too pushy
or too aggressive.
LO 3: Carry out Upselling strategies
 ✔ Slow moving ● Lecture, ● PowerPo ● Self- ● Answer ● Self- 1 hr.
but highly discussion int presentation check 1.1 key 1.1 check form
profitable items are ● Power with ● PC
suggested to point presentation ● Informat ● Whitebo
increase guest ● Demonst ion sheet 1.1 ● Task ● Perform ard
check. ration Leading Sheet 1.1 ance criteria ● Marker
Workplace page 1.1
✔ Second 11-12
servings of items

ordered are
offered.
✔ Food
portion or size is
mentioned for
possible
adjustments with
the orders.

✔ New
items are
recommended to
regular guests to
encourage them to
try other items in
the menu.
C. ASSESSMENT PLAN
● Written Test
● Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION

SESSION PLAN
Sector : TOURISM SECTOR (HOTEL AND RESTAURANT)
Qualification Title : FOOD AND BEVERAGE SERVICES NC II
Unit of Competency : PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
Module Title : PROVIDING FOOD AND BEVERAGE SERVICES TO GUESTS
Learning Outcomes:
LO1. Serve food orders
LO2. Assist the diners
LO3. Perform banquet or catering food service
LO4. Serve Beverage Orders
LO5. Process payments and receipts
LO6. Conclude food service and close down dining area
LO7. 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.

B. LEARNING ACTIVITIES

LO 1: Serve food orders

Learning
Content Methods Presentation Practice Feedback Resources Time

● Lecture, ● Power ● ● ●
✔ Food discussion point
orders are picked ● Power presentation with
up promptly from point presentation ● Inform
service areas. ● Demonstra a tion sheet
✔ Food tion
orders are
checked for
presentation and
appropriate
garnish and
accompaniments.
✔ Food
orders are served
to the guests who
ordered them.
✔ Food
orders are served
and cleared with
minimal
disturbance to the
other guests and
in accordance to
hygienic
requirements.
✔ Food
orders are served
in
accordance with
the enterprise
serving style
standards.
✔ Name of
the dish or order is
mentioned upon
serving the guest.
✔ Sequence of
service and
meal delivery
is monitored
in
accordance
with
enterprise
procedures

LO 2: Assist the diners

● Powerpoi ● PowerPoi ● ● Self-
✔ Additional nt presentation nt presentation check form
requests or needs ● Demonst with ● PC
of the guests are rate ● Whitebo
anticipated ard
✔ Additional ● Marker
food and beverage
are offered and
served at the
appropriate times.
✔ Necessary
condiments
and
appropriate
tableware
are
provided based on
the food order.
✔ Delays or
deficiencies
in service
are
recognized
and followed
up promptly
based on
enterprise
policy.
✔ The “3-
minute check” is
conducted to
check guest ‘s
satisfaction.
✔ Children
and guests with
special needs are
treated with extra
attention and
care.

LO 3: Serve Beverage Orders

✔ Service ● Lecture, ● PowerPo ● Self- ● Answer ● Self- 1 hr.
ware are prepared discussion int presentation check 1.1 key 1.1 check form
and checked ● Powerpoi with ● PC
for nt presentation ● Informa ● Whitebo
completeness ● Demonst t ion sheet 1.1 ● Task ● Perform ard
ahead of time. ration Leading Sheet 1.1 ance criteria ● Marker
✔ Tables Workplace page 1.1
and chairs are set 11-12
up in accordance
with the event
requirements.
✔ Food is
served according to
general service
principles.
✔ Food is
handled based on
food safety
procedures.
✔ Coordinated
service of
meal courses
is ensured.
✔ Assigned
areas are
kept clean in
accordance
with
enterprise
procedures.
✔ Tables are
cleared and soiled
dishes prepared to
be brought for
dishwashing after
the event or
function,
✔ Number of
guests being
served is
noted and
monitored.
✔
LO 4: Serve Beverage Orders
✔ Beverage ● ● ● ● ●
orders are picked
up promptly from
the bar.
✔ Beverage
orders are
checked for
presentation
and
appropriate
garnishes.
✔ Beverages
are served at
appropriate
times during
meal.
✔ Beverages
are served
efficiently
according to
established
standards of
service.
✔ Beverages
are served at the
right
temperatureFor full
bottle wine orders,
wine is opened
efficiently with
minimal
disturbance to the
other guests.
✔ Wine service
is carried out
in

accordance with
establishment
procedures.
✔ Coffee
and/or tea service
is carried out in
accordance with
establishment
procedure.
LO5. Process payments and receipts
✔ Bills are ● ● ● ● ●
prepare and
processed
accurately in
coordination
with cashier.

✔ Amount due
is verified
with
customer.

✔ Cash
and
non-cash
payments are
accepted and
receipts are
issued.

✔ Change are
given as
required.

✔ Required
documentation is
completed in

accordance with
enterprise policy.
LO6. Conclude food service and close down dining area

✔ Soiled dishes ● ● ● ● ●
are removed
when guests
are finished
with the meal.
✔ Food scraps
are handled in
accordance
with hygiene
regulations and
enterprise
procedures.
✔ Equipment are
cleaned and
stored in
accordance
with hygiene
regulations and
enterprise
procedures.
✔ Tables are
cleared, reset and
made ready for the
next sitting when
guests are finished
with the meal.

✔ Guests are
thanked and
given a warm
farewell.

✔ Electrical
equipment are
turned off where
appropriate.

LO7 Manage intoxicated persons

✔ Levels of ● ● ● ●
intoxication of customers are
determined ✔ Difficult
situations are referred to an
appropriate person
✔ Appropriate procedures
are applied to the situation and in
accordance with
enterprise policy
✔ Legislative requirements
are applied

●
C. ASSESSMENT PLAN
● Written Test
● Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
 SESSION
PLAN
Sector : TOURISM SECTOR (HOTEL AND RESTAURANT)
Qualification Title : FOOD AND BEVERAGE SERVICES NC II
Unit of Competency : PROVIDE ROOM SERVICE
Module Title : PROVIDING ROOM SERVICE

Learning Outcomes:
LO1. Take and process room service orders
LO2. Set up trays and trolleys
LO3. Present and serve food and beverage orders to guests
LO4. Present room service account
LO5. 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.

B. LEARNING ACTIVITIES
LO 1: Take and process room service orders
Learning Content
Methods Presentation Practice Feedback Resources Time

● Lecture, ● Power ● ● ●
✔ Telephone discussion point
call is ● Power presentation with
answered point presentation ● Inform
promptly ● Demonstra a tion sheet
and tion
courteously
in
accordance
with
customer
service
standards.
✔ Guests’
name is checked
and used
throughout the
interaction
✔ Details of
orders are
clarified, repeated
and checked with
guests for
accuracy
✔ Suggestiv e
selling
techniques
are used.
✔ Guests
are advised of
approximate
time of delivery
✔ Relevant
information
are recorded
and checked
in accordance
with
establishmen
t policy and
procedures
✔ Room
service orders
received from
doorknob dockets
are interpreted
accurately.
✔ Orders are
promptly
transferred
and relayed
to
appropriate

location for
preparation.

LO 2: Set up trays and trolleys

✔ Room service ● Powerpoi ● PowerPoi ● ● Self-
equipment nt presentation nt presentation check form
and supplies ● Demonst with ● PC
are prepared rate ● Whitebo
in accordance ard
with ● Marker
establishment
procedures.
✔ Proper room
service
equipment
and supplies
are selected
and checked
for cleanliness
and condition.
✔ Trays and
trolleys are
set up
keeping in
mind balance,
safety and
attractiveness
.
✔ Room
service trays or
trolleys are set
up according to
the

food and
beverage
ordered
✔ Orders are
checked
before
leaving the
kitchen for
delivery.
✔ Food items
are covered during
transportation to
the room.

✔ LO 3: Present and serve food and beverage orders to guests

✔ The guest’s ● Lecture, ● PowerPo ● Self- ● Answer ● Self- 1 hr.
name is discussion int presentation check 1.1 key 1.1 check form
verified on ● Powerpoi with ● PC
the bill nt presentation ● Informa ● Whitebo
before ● Demonst t ion sheet 1.1 ● Task ● Perform ard
announcing ration Leading Sheet 1.1 ance criteria ● Marker
the staff’s Workplace page 1.1
presence 11-12
outside the
door.
✔ Guests are
greeted politely in
accordance with
the with
establishment’s
service
procedures.
✔ Guests are
asked where
they want
the tray or
trolley
positioned.

✔ Food
orders are delivered
on the time desired
by the guest.
LO 4: Present room service account

✔ Guests’ ● ● ● ● ●
accounts are
checked for
accuracy and
presented in
accordance
with
establishmen
t
procedures
✔ Cash
payments are
acknowledged and
then presented to
the cashier for
processing in
accordance with
establishment
guidelines
✔ For charge
accounts,
guests are
asked to sign
the bills

LO5. Clear away room service equipment

✔ Procedure to ● ● ● ● ●
take away the tray
or trolley when the
guests have
finished their meal
is explained.
✔ Floors
are checked and
cleared in
accordance with
establishment
policy and
guidelines.
✔ Dirty
trays are cleared in
accordance with the
establishment’s
procedure.
✔ Trays
and trolleys are
cleaned and
returned to the
room service area.

C. ASSESSMENT PLAN
● Written Test
Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
 SESSION PLAN
Sector : TOURISM SECTOR (HOTEL AND RESTAURANT)
Qualification Title : FOOD AND BEVERAGE SERVICES NC II
Unit of Competency : RECEIVE AND HANDLE GUEST CONCERNS
Module Title : RECEIVING AND HANDLING GUEST CONCERNS

Learning Outcomes:
LO1. Listen to the complaint
LO2. Apologize to the guest
LO3. Take proper action on the complaint
LO4. Record complaint

A. INTRODUCTION
This unit deals with the knowledge and skills required in receiving and handling guest complaints.

B. LEARNING ACTIVITIES

LO 1: Listen to the complaint

Learning
Content Methods Presentation Practice Feedback Resources Time

● Lecture, ● Power ● ● ●
✔ The entire discussion point
story or issue of ● Power presentation with
concern is point presentation ● Inform
obtained from ● Demonstr a tion sheet
the guest a tion
without
interruption. ✔

Details of the
guest
complaint or
concern are
noted.
✔ Full
attention is given
to the
complaining
guest.
✔ Guest
complaint is
paraphrased
to determine
if the
concern is correctly
understood.

LO 2: Apologize to the guest

✔ Sincere ● Powerpoi ● PowerPoi nt ● ● Selfform

apology is offered nt presentation presentation check PC
for the disservice. ● Demonst with ● Whitebo
rate ●
✔ Empathy is
ard Marker
shown to the
●
guest to show
genuine
concern and
consideration
✔ Excuses or
blaming others are
avoided.
✔ Gratitude is
expressed to
the guest for
bringing the
matter up for
attention.

LO 3: Take proper action on the complaint

✔ Appropriate ● Lecture, ● PowerPo ● Self- ● Answer ● Self- 1 hr.

action is taken discussion int presentation check 1.1 key 1.1 check form
regarding with ● PC
● Powerpoi
guest’s
concerns. nt presentation ● Informat ● Whitebo
● Demonst ion sheet 1.1 ● Task ● Perform ard
✔ The right Sheet 1.1
ration Leading ance criteria ● Marker
person or department
who can solve the 1.1
problem is informed
for proper action.

✔ Difficult Workplace page

situations or 11-12
serious concerns
are elevated or
referred to higher
authority.
✔ Problem
is followed-up to
check whether it
solved or not.

LO 4 Record complaint
✔ Complaints ● ● ● ● ●
are
documented
according to
the
establishment
standard
procedures.
✔ Persons
concerned are
recognized and
actions taken are
recorded.
✔ Feedback
received from
guests is
logged and
collated
C. ASSESSMENT PLAN
● Written Test
● Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION