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COMPETENCY-BASED LEARNING

MATERIALS

Sector:
Tourism (Hotel and Restaurant)
Qualification:
Food and Beverage Services NC II
UNIT COMPETENCY: Welcome guests and take food and beverage orders
MODULE TITLE: Welcome guests and take food and beverage orders

International College of Philsouth


Lower Lomboy, Tuburan, Pagadian City
FOOD AND BEVERAGE SERVICES NC II

LIST OF COMPETENCIES

COMPETENCY UNIT OF MODULE TITLE CODE


NUMBER COMPETENCY
Welcome guests Welcoming guests
1 and take food and and taking food TRS512388
beverage orders and beverage
orders
Prepare the dining Preparing the
2 room/restaurant dining TRS512387
area for service room/restaurant
area for service
Promote food and Promoting food
3 beverage products and beverage TRS512389
products
Provide food and Providing food
4 beverage services and beverage TRS512390
to guests services to guests
Provide room Providing room
service service TRS512391
5

Receive and Receiving and


handle guest handling guest TRS512392
6
concerns concerns

NTTA-TESDA Food and DateDeveloped: Document No.


QA Beverage November 22, Issued by:
SYSTEM Services NC 2014
II Developed by:
Nelienar B.
Mateo
LEARNING OUTCOME SUMMARY
LO 1. Welcome and greet guests.

ASSESSMENT CRITERIA:

1. Customer’s job requirements are determined in accordance with


company’s practice.
2. Garment design is prepared in accordance with the client’s requirements.
3. Design and fabric are discussed and selected according to client’s
specifications.
4. Special needs of the client are incorporated into the design based on
procedures.

CONTENTS:
 Welcoming customer procedure
 Bidding goodbye procedure
 Communication

CONDITIONS:

 Reading Materials
 Table
 Chair
 Dining Area
 Linen Clothes
 Pen
 Notes

METHODOLOGY :
 Self-paced/Modular
 Lecture
 Role Play

ASSESSMENT METHOD :
 Oral Test
 Written
 Oral/Demonstration

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
LO 2. Seat the guest.

ASSESSMENT CRITERIA:

1. Measuring tools are prepared in accordance with job requirements

2. Body measurements are taken based on procedures

3. Body measurements of clients are taken in sequence according to job


requirements and standard body measurements.

4. Body measurements are recorded in line with company


requirements/practice.

CONTENT:
 Seating the guest procedure
 Procedure and sequence in guiding guest

CONDITIONS:
 Table
 Chair
 Linen Clothes
 Pen
 Notebook
 Procedure Manual

METHODOLOGY :
 Self-paced/Modular
 Discussion
 Role Play
ASSESSMENT METHOD
 Demonstration
 Written

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
LO 3. Take food and beverage orders.

ASSESSMENT CRITERIA:

1. Drafting pattern tools are selected in accordance with job requirements.

2. Basic/Block pattern is drafted using appropriate tools and customer’s


specifications.
.
CONTENT:
 Knowledge on menu’s sequence
 Procedure in Taking orders
 Food and Beverage service procedure
 Proper position in serving food and beverage

CONDITIONS:
 Ala Carte/Menu
 Pen
 Notebook
 Table
 Chair
 Table Clothes/Linen
 Chinaware
 Silverware
 Glassware
 Condiments
 Centerpiece
 Procedure Manual

METHODOLOGY :
 Self-paced/Modular
 Lecture
 Film Viewing

ASSESSMENT METHOD :
 Demonstration
 Written

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
LO 4. Liaise between kitchen and service areas.

ASSESSMENT CRITERIA:

1. Block pattern is laid out in accordance with company procedures.

2. Block pattern is manipulated in accordance with customer’s


specifications.

3. Final pattern is labeled, filed and secured as per standard operating


procedure

CONTENT:
 Safety in handling plates and trays
 Food hygiene standard policies and procedure

CONDITIONS:
 Trays
 Trolleys
 Chinaware
 Silverwares
 Cutleries
 Table Clothes/Linen
 Pencil
 Notebook
 Procedure Manual

METHODOLOGY :

 Self-paced/Modular
 Lecture
 Film Viewing

ASSESSMENT METHOD :
 Demonstration
 Written

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
UNIT OF COMPETENCY : Prepare the dining room /restaurant
area for service

MODULE TITLE : Preparing the dining room /restaurant


area for service

MODULE DESCRIPTION : This unit covers the knowledge and skills


required in the preparation of the dining room
/restaurant area before the start of the service
operations. It involves opening duties or the
dining room mise-en-place prior to service.
This unit includes the knowledge and skills in
taking reservations, preparing service stations,
table setting, and setting the ambiance of the
foodservice facility.

NOMINAL DURATION : 50 Hours

CERTIFICATE LEVEL : NC II

PREREQUISITE :

LEARNING OUTCOMES:

Upon completion of this module the trainees/students must be able to:

LO 1. Take table reservation


LO 2. Prepare service stations and equipment
LO 3. Set-up the tables in the dining area
LO 4. Set the mood/ambiance of the dining area

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
LO 1. Take table reservation

ASSESSMENT CRITERIA:

1. Inquiries are answered promptly, clearly and accurately.


2. Pertinent questions are asked to complete the details of the reservations.
3. Reservations data are recorded on forms accurately based on establishment’s standards
4. Details of the reservations are repeated back and confirmed with the party making the
reservation.
5. Additional information about the foodservice establishment is provided when necessary.

CONTENT:
 Procedure in taking table reservation
 Telephone courtesy/manners
 Procedure in answering guest question

CONDITIONS:
 Notebook
 Pen
 Telephone
 Reservation Form
 Procedure Manual

METHODOLOGY:
 Self-paced/Modular
 Discussion
 Role Play

ASSESSMENT METHOD:

 Demonstration
 Interview
 Written

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
LO 2. Prepare service stations and equipment

ASSESSMENT CRITERIA:
1. Service or waiter’s stations are stacked with supplies necessary for
service.
2. All tableware and dining room equipment are cleaned, wiped and put in
their proper places.
3. Special tent cards and similar special displays are put up for promotion.
4. Cleanliness and condition of all tables, tableware and dining room
equipment are checked.
5. Water pitchers and ice buckets are filled.

6. Electrical appliance or equipment like coffee pots, tea pots, plate


warmers etc. in the dining area are turned on and kept ready
7. Condiments and sauce bottles are refilled and the necks and tops of the
bottles are wiped clean and dry.

CONTENTS:
 Stacking tools and Equipment
 Service ware and service area identification
 Monitoring Procedure
 Cleaning and condition procedure

CONDITIONS :

 Cards
 Pencil
 Notebook
 Tables
 Procedure Manual
 Chair
 Coffee pot
 Chinaware
 Silverware
 Cutleries
 Glassware
 Tissue
 Condiments
 Centerpiece
 Cleaning Materials
 Pitcher/Container
METHODOLOGY:
 Self-paced/Modular
 Discussion

ASSESSMENT METHOD:
 Demonstration
 Interview
 Written

LO 3. Set-up the tables in the dining area

ASSESSMENT CRITERIA:

1. Tables are set according to the standards of the foodservice


establishment.
2. In cases where the menu is prearranged or fixed, covers are set correctly
according to the predetermined menu.
3. Tableware and glassware are wiped and polished before they are set up
on the table.
4. Cloth napkins are folded properly and laid on the table appropriately
according to napkin folding style.

5. Buffet or display tables are skirted properly taking into account


symmetry, balance and harmony in size and design.

CONTENTS:

 Preparation of tables in the dining area


 Menu sequence
 Proper hygiene and sanitation
 Procedure in napkin folding style
 Proper table skirting

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
CONDITIONS:Students/Trainees must be provided with the following:

 Table Napkin
 Table Cloth/Linen
 Pins/Thumbstack
 Table
 Chair
 Procedure Manual
 Pins
 Cleaning Materials
 Silverware
 Chinaware
 Glassware

METHODOLOGY:
 Self-paced/Modular
 Discussion
 Film Viewing

ASSESSMENT METHOD:
 Demonstration
 Interview
 Written

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

ASSESSMENT CRITERIA:
1. Lights are adjusted according to time of the day.
2. Tables, chairs and other dining room furniture are arranged to ensure
comfort and convenience of the guests.
3. Appropriate music is played when applicable
4. Floors/carpets are cleaned and made sure are dry.

5. Air-condition or cooling units are adjusted for the comfort of the


guests
6. Decorations are set-up according to theme or concept of the dining room.
NTTA- Food and Date Developed: Document No.
TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
CONTENTS:
 Proper and Procedure in setting mood ambiance of dining area.

CONDITIONS:
 Lights
 Table
 Chairs
 Equipment
 Decoration

METHODOLOGY:
 Self-paced/Modular
 Discussion

ASSESSMENT METHOD:
• Demonstration
• Written

UNIT OF COMPETENCY : PROMOTE FOOD AND BEVERAGE


PRODUCTS

MODULE TITLE : PROMOTING FOOD AND BEVERAGE


PRODUTS

MODULE DESCRIPTOR : This unit deals with the knowledge and


skills required in providing advice to
customers on food and beverage
products in foodservice enterprises.

NOMINAL DURATION : 50 Hours

CERTIFICATE LEVEL : NC II

PREREQUISITE :

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
LEARNING OUTCOMES :

Upon completion of this module the trainees/students must be able to:

LO 1. Know the product


LO 2. Undertake Suggestive selling

LO 3. Carry out Upsellingstrategies

LO 1. Know the product

ASSESSMENT CRITERIA:

1. Names and pronunciations of dishes in the menu are mastered.


2. Ingredients of dishes are memorized.
3. Sauces and accompaniments are known by heart.
4. Descriptions and of every item in the menu are studied.

CONTENT:
 Food techniques procedures
 Procedure in menu

CONDITIONS:Students/Trainees must be provided with the following:

 Pencil
 Notes

METHODOLOGY:

 Self-paced/Modular
 Discussion
 Film Viewing

ASSESSMENT METHOD:

 Demonstration
 Interview
 Written

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
LO2. Undertake Suggestive selling

ASSESSMENT CRITERIA:

1. Information about the food items are provided in clear


explanations and descriptions.
2. Several choices are given to provide more options to guests.
3. Descriptive words are used while explaining the dishes to make it
more tempting and appetizing.
CONTENTS:
 Follow the Menu sequence
 Techniques in suggestive selling
 Word description procedure

CONDITIONS:
 Notes
 pen

METHODOLOGY :

 Self-paced/Modular
 Discussion

ASSESSMENT METHOD:

 Written Test
 Actual performance

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
LO3. Carry out Upselling strategies

ASSESSMENT CRITERIA:

1. Slow moving but highly profitable items are suggested to increase guest
check.
2. Second servings of items ordered are offered.
3. New items are recommended to regular guests to encourage them to try
other items in the menu.

CONTENTS:

 Provide guest new menu


 Always upsell the menu
 Familiarization of menu

CONDITIONS:
 Pen
 Notes
 Menu Guide

METHODOLOGY:

 Self-paced/Modular
 Lecture

ASSESSMENT METHOD:

 Written Test
 Actual performance

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE
SERVICES TO GUESTS

MODULE TITLE : PROVIDING FOOD AND BEVERAGE


SERVICES TO GUESTS

MODULE DESCRIPTION : 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.

NOMINAL DURATION : 50 Hours

CERTIFICATE LEVEL : NC II

PREREQUISITE :

LEARNING OUTCOMES
:
Upon completion of this module the trainees/students must be able to:

LO 1. Serve food orders


LO 2. Assist the diners
LO 3. Perform banquet or catering food service
LO 4. Serve Beverage Orders
LO 5. Conclude food service and close down dining area

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
LO 1. Serve food orders

ASSESSMENT CRITERIA:

1. Food orders are checked for presentation and appropriate garnish and
accompaniments.

2. Food orders are served to the right guests who ordered them.
3. Food orders are picked up promptly from service areas.
4. Food orders are served and cleared with minimal disturbance to the
other guests and in accordance to hygienic requirements.
5. Food orders are served in accordance with the enterprise serving style
standards.

6. Name of the dish or order is mentioned upon serving the guest.


7. Sequence of service and meal delivery is monitored in accordance with
enterprise procedures.

CONTENT:

 Types and functionsof Serving styles


 Sequence of service

CONDITIONS:
 Menu Sequence
 Pen
 Notebook
 Specification sheet

METHODOLOGY :
 Self-paced/Modular
 Discussion
 Video

ASSESSMENT METHOD:
 Written Test
 Actual performance

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
LO 2. Assist the diners

ASSESSMENT CRITERIA:

1. Additional requests or needs of the guests are anticipated


2. Additional food and beverage are offered and served at the appropriate
times
3. Necessary condiments and appropriate tableware are provided based on
the food order
4. Delays or deficiencies in service are recognized and followed up
promptly based on enterprise policy
5. Water, bread, and butter are replenished when required
6. Children and guests with special needs are treated with extra attention
and care.

CONTENT:

 Guests with special needs


 General service principles

CONDITIONS:
 Manual
 Pen
 Notebook
 Table Chair
 Cutleries

METHODOLOGY :

 Self-paced/Modular
 Film Viewing
 Lecture

ASSESSMENT METHOD:

 Written Test
 Actual performance

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
LO 3. Perform banquet or catering food service

ASSESSMENT CRITERIA:

1. Service ware are prepared and checked for completeness ahead of


time.
2. Tables and chairs are set up in accordance with the event requirements.
3. Food is served according to general service principles.
4. Food is handled based on food safety procedures.
5. Coordinated service of meal courses is ensured
6. Assigned areas are kept clean in accordance with enterprise procedures.
7. Tables are cleared and soiled dishes prepared to be brought for
dishwashing after the event or function,
8. Number of guests being served is noted and monitored.

CONTENT:

 Principles in general services


 Proper of monitoring and serving to guest
 Enterprise procedure

CONDITIONS:
 Card Board
 Pen
 Notebook

METHODOLOGY:

 Self-paced/Modular
 Lecture
 Video

ASSESSMENT METHOD:

 Written Test
 Actual performance

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
LO 4. Serve Beverage Orders

ASSESSMENT CRITERIA:

1. Beverage orders are picked up promptly from the bar.


2. Beverage orders are checked for presentation and appropriate
garnishes.
3. Beverages are served at appropriate times during meal time.
4. Beverages are served efficiently according to established standards of
service.
5. Beverages are served at the right temperature.
6. For full bottle wine orders, wine is opened efficiently with minimal
disturbance to the other guests.
7. Wine service is carried out in accordance with establishment
procedures.

CONTENT:

 Different kinds of Beverages services


 Procedures in serving wine

CONDITIONS:

 Glassware
 Labeling materials
 Garnish

METHODOLOGY:

 Self-paced/Modular
 Group Discussion

ASSESSMENT METHOD:

 Written Test
 Actual performance

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
LO 5. Conclude food service and close down dining area

ASSESSMENT CRITERIA:
1. Soiled dishes are removed when guests are finished with the meal.
2. Bills are prepared and processed accurately in coordination with the
cashier.
3. Bills are presented when the guest asks for it.
4. Payment is acknowledged as soon as it is received.
5. Tables are cleared, reset and made ready for the next sitting when guests
are finished with the meal.
6. Guests are thanked and bided farewell warmly.
7. Electrical equipment are turned off where appropriate.

CONTENTS:
 Procedure of 5’ S
 Bidding goodbye procedure
 Maintain cleanliness and orderliness
 Closing Methods

CONDITIONS:
 Notes
 Pen
 Bill plate
 Equipment
 Tools
 Cleaning Materials
 Waste Container

METHODOLOGY:
 Self-paced/Modular
 Lecture
 Role Play

ASSESSMENT METHOD:
 Written Test
 Actual performance

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by:
Nelienar B.
Mateo Revision #
UNIT OF COMPETENCY : PROVIDE ROOM SERVICE

MODULE TITLE : PROVIDING ROOM SERVICE

MODULE DESCRIPTION : 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.

NOMINAL DURATION : 50 Hours

CERTIFICATE LEVEL : NC II

PREREQUISITE :

LEARNING OUTCOMES :

Upon completion of this module the trainees/students must be able to:

LO 1. Take and process room service orders


LO 2. Set up trays and trolleys
LO 3. Present and serve food and beverage orders to guests
LO 4. Present room service account
LO 5. Clear away room service equipment

LO 1. Take and process room service orders

ASSESSMENT CRITERIA:

1. Telephone call is answered promptly and courteously in accordance with


customer service standards.
2. Guests’ name is checked and used throughout the interaction
3. Details of orders are clarified, repeated and checked with guests for
accuracy

4. Suggestive selling techniques are used.


NTTA-TESDA Food and Date Document No.
QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by:
Nelienar B.
Mateo Revision #
5. Guests are advised of approximate time of delivery
6. Relevant information are recorded and checked in accordance with
establishment policy and procedures
7. Room service orders received from doorknob dockets are interpreted
accurately.
8. Orders are promptly transferred and relayed to appropriate location for
preparation.

CONTENT:

 Relevant information
 Room service equipment and supplies
 Proper answering the telephone

CONDITIONS:
 Telephone
 Pen
 Notebook
 Room Equipment
 Cards
 Tools

METHODOLOGY:

 Self-paced/Modular
 Role Play
 Lecture

ASSESSMENT METHOD:

 Written Test
 Actual performance

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by:
Nelienar B.
Mateo Revision #
LO 2. Set up trays and trolleys

ASSESSMENT CRITERIA:

1. Room service equipment and supplies are prepared in accordance


with establishment procedures.
2. Proper room service equipment and supplies are selected and
checked for cleanliness and condition.
3. Trays and trolleys are set up keeping in mind balance, safety and
attractiveness.
4. Room service trays or trolleys are set up according to the food and
beverage ordered.
5. Orders are checked before leaving the kitchen for delivery.
6. Food items are covered during transportation to the room.
7. Food orders are delivered on the time desired by the guest.

CONTENT:
 ProperSet-ups for room service trays and or trolleys
 Delivering of foods
 Proper handling of equipment and supplies

CONDITIONS:
 Trolleys
 Trays
 Condiments
 Room equipment
 Pen
 Notes
 Tools
METHODOLOGY:
 Self-paced/Modular
 Lecture
 Film Viewing

ASSESSMENT METHOD:
 Written Test
 Actual performance
NTTA-TESDA Food and Date Document No.
QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by:
Nelienar B.
Mateo Revision #
LO 3. Present and serve food and beverage orders to guests

ASSESSMENT CRITERIA:

1. The guest’s name is verified on the bill before announcing the staff’s
presence outside the door.
2. Guests are greeted politely in accordance with the with
establishment’s service procedures.
3. Guests are asked where they want the tray or trolley positioned.
4. Service is fast and discrete

CONTENT:

 Procedure in handling customer


 Proper Ettiquette/Manner
 Time bounded process

CONDITIONS:

 Card
 Trolley
 Tools
 Equipment
 Reading Materials

METHODOLOGY :

 Self-paced/Modular
 Lecture
 Demonstration

ASSESSMENT METHOD:

 Written Test
 Actual performance

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by:
Nelienar B.
Mateo Revision #
LO 4. Present room service account

ASSESSMENT CRITERIA:

1. Guests’ accounts are checked for accuracy and presented in accordance


with establishment procedures
2. Cash payments are acknowledged and then presented to the cashier for
processing in accordance with establishment guidelines

3. For charge accounts, guests are asked to sign the bills


.
CONTENT:

 Guideliness in cash payments


 Billing account’s procedure

CONDITIONS:

 Cashier Materials
 Tools
 Equipment
 Reading Materials

METHODOLOGY:

 Self-paced/Modular
 Lecture

ASSESSMENT METHOD:

 Written Test
 Actual performance

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by:
Nelienar B.
Mateo Revision #
LO 5. Clear away room service equipment

ASSESSMENT CRITERIA:

1. Procedure to take away the tray or trolley when the guests have finished
their meal is explained.

2. Floors are checked and cleared in accordance with establishment policy


and guidelines.

3. Dirty trays are cleared in accordance with the establishment’s procedure.

4. Trays and trolleys are cleaned and returned to the room service area.

CONTENT:

 Proper handling and sanitizing


 Establishment standard policy

CONDITIONS:

 Tools
 Furniture
 Equipment
 Cleaning materials

METHODOLOGY:

 Self-paced/Modular
 Lecture

ASSESSMENT METHOD:

 Written Test
 Actual performance

NTTA- Food and Date Developed: Document No.


TESDA Beverage November 22, Issued by:
QA Services NC II 2014 Page
SYSTEM Developed by:
Nelienar B. Mateo
UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST
CONCERNS
MODULE TITLE : RECEIVING AND HANDLING GUEST
CONCERNS
MODULE DESCRIPTION : This unit deals with the knowledge
and skills required in receiving and
handling guest complaints.

NOMINAL DURATION : 50Hours

CERTIFICATE LEVEL : NC II

PREREQUISITE :

LEARNING OUTCOMES :
Upon completion of this module the trainees/students must be able to:

LO 1. Listen to the complaint


LO 2. Apologize to the guest
LO 3. Take proper action on the complaint
LO 4. Record complaint

LO 1. Listen to the complaint

ASSESSMENT CRITERIA:

1. The entire story or issue of concern is obtained from the guest without
interruption.
2. Details of the guest complaint or concern are noted.
3. Full attention is given to the complaining guest.
4. Guest complaint is paraphrased to determine if the concern is correctly
understood.

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by:
Nelienar B.
Mateo Revision #
CONTENT:
 Handling Guest complaint
 Overcoming of different types og guest

CONDITIONS:
 Notes
 Pen

METHODOLOGY:
 Self-paced/Modular
 Lecture

ASSESSMENT METHOD:
 Written Test
 Actual performance

LO 2. Apologize to the guest

ASSESSMENT CRITERIA:
1. Sincere apology is offered for the disservice.
2. Empathy is shown to the guest to show genuine concern and
consideration.
3. Excuses or blaming others are avoided.
4. Gratitude is expressed to the guest for bringing the matter up for
attention.

CONTENT:
 Process in apologize to the guest
 Proper Etiquettes/Manner

CONDITIONS:
 Pen
 Notes
 Tools

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by:
Nelienar B.
Mateo Revision #
METHODOLOGY:
 Self-paced/Modular
 Lecture

ASSESSMENT METHOD:
 Written Test
 Actual performance

LO 3. Take proper action on the complaint

ASSESSMENT CRITERIA:

1. Appropriate action is taken regarding guest’s concerns


2. The right person or department who can solve the problem is informed
for proper action.
3. Difficult situations or serious concerns are elevated or referred to higher
authority.
4. Follow up on the problem to check whether it solved or not.
.
CONTENT:
 Appropriate guest’s concerns
 Analyze by solving the problem

CONDITIONS:
 Tools
 Equipment
 Reading Materials

METHODOLOGY:
 Self-paced/Modular
 Lecture

ASSESSMENT METHOD:
 Written Test
 interview

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by:
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Mateo Revision #
LO 4. Record complaint

ASSESSMENT CRITERIA:

1. Complaints are documented according to the establishment standard


procedures.
2. Persons concerned are recognized and actions taken are recorded.
3. Feedback received from guests is logged and collated.
.
CONTENT:

 Provide establishment standard procedures


 Provide feedback logbook

CONDITIONS:

 Pen
 Logbook/Notebook
 Tools
 Reading Materials

METHODOLOGY:

 Self-paced/Modular
 Lecture

ASSESSMENT METHOD:

 Written Test
 Interview

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by:
Nelienar B.
Mateo
Learning Experiences
Learning Outcome 1

Welcome and greet guests

Learning Activities Special Instructions


1. Read Information Sheet
on Six Categories of Food and
Beverage Services(1.1-1)

2. Answer Self-Check (1.1-1) Compare your answers to the answer key. You
are required to get all answers correct if not
Read the information sheet again to answer all
questions correctly.
3.Read information Sheet
onStandards for Table
Set-up

(1.1-2)
4. Answer Self-Check (1.1-2) Compare your answer to the answer key. You
are required to get all answers correct if not
Read the information sheet again to answer all
questions correctly.
5. Read Information Sheet
On Service Equipment and
Supplies/Proper use and
Maintenance (1.1-3)

6. Answer Self-Check(1.1-3} Compare your answer to the answer key.


are required to get all answers correct if not
Read the information sheet again to answer all
questions correctly.

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by:
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Mateo Revision #
INFORMATION SHEET 1.1-1
Objective:After reading the Information Sheet you must be able to perform
the following categories of food and beverage services.
.

NATURE OF FOOD AND BEVERAGE SERVICES


Food and beverage serving and related workers are the front line of customer service
in full-service restaurants, casual dining eateries, and other food service establishments. These
workers greet customers, escort them to seats and hand them menus, take food and drink orders,
and serve food and beverages. They also answer questions, explain menu items and specials, and
keep tables and dining areas clean and set for new diners. Most work as part of a team, helping
coworkers to improve workflow and customer service. Waiters and waitresses, also called
servers, are the largest group of these workers. They take customers' orders, serve food and
beverages, prepare itemized checks, and sometimes accept payment. Their specific duties vary
considerably, depending on the establishment. Food and beverage service workers are on their
feet most of the time and often carry heavy trays of food, dishes, and glassware. During busy
dining periods, they are under pressure to serve customers quickly and efficiently.

THE CATEGORIES OF FOOD AND BEVERAGE SERVICES:


It is important to study and practice carefullythe following categories of food
and beverage services. The six categories of FBS are: Welcoming the guest,
Room Service, Table Set-up Services, Table Skirting, Table Napkin Fold, and
Flower Arrangement.
Welcoming the Guest/Waitering-greeting customers as they
arrive and showing them to their table.
Room Services- is a unit tasked to attend to the delivery of food
and beverage orders to the guest’s room.
Table Set-up Services- refers to the arrangement of the table
such as silverware, glassware and chinaware.
Table Napkin Fold- a napkin does not simply rest on a table. It's
a direct expression of personality and creativity.
Table Skirting-is defined as draping a table with a table cloth in
order to give the table a formal and elegant look.
Flower Arrangement- is the combination of several elements to
produce a visually pleasing display of fresh, silk, or dried
flowers.

Food and Date Document No.


Beverage Developed:
Services NC II Nov. 22, 2014 Issued by:
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Mateo Revision #
Correct sequence of food service:
1. Welcoming and greeting the guest
2. Escorting
3. Seating the guest
4. Serving drinks
5. Presenting the menu
6. Taking orders
7. Placing order to the kitchen
8. Set-up the table (fine dining style)
9. Serving foods/orders
10. Bussing
11. Presenting and setting bills
12. Bidding goodbye
Correct sequence of room service:
1. Receiving Calls
2. Taking Order
3. Room Number
4. Repeating Order/Repeating Room Number
5. Placing order to the kitchen
6. Serving order to the room
7. Bidding Goodbye
8. Receiving calls for bussing
9. Knocking the door 3x
10. Bidding Goodbye
Table Setup/Table Setting:

American Service

Food and Date Document No.


Beverage Developed:
Services NC II Nov. 22, 2014 Issued by:
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Mateo Revision #
Buffet ServiceRussian Service

French Service

Food and Date Document No.


Beverage Developed:
Services NC II Nov. 22, 2014 Issued by:
Developed by:
Nelienar B. Page
Mateo Revision #
Table Napkin Fold:
The Diamond Fold Birds of Paradise Fold Rose Fold

Fleur de lis fold Slide Fold Candle Fold

Arrow Fold Pyramid Fold Standing Fan Fold

Table Skirting:

Food and Date Document No.


Beverage Developed:
Services NC II Nov. 22, 2014 Issued by:
Developed by:
Nelienar B. Page
Mateo Revision #
Flower Arrangement:

Food and Date Document No.


Beverage Developed:
Services NC II Nov. 22, 2014 Issued by:
Developed by:
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Mateo Revision #
Self-check 1.1-1
Direction: Choose the correct answer and encircle the letter of your choice.

1. Who to serve first with a number of guest in the table?


A. Gentlemen
B. Child
C. Host
D. Lady

2. When guest is seated, what is the item the server is removing from table and
placing on guest lap?
A. Table Cloth
B. Napkin
C. Dinner plate
D. Salt and pepper shaker

3. It is a unit tasked to attend to the delivery of food and beverage orders to the
guest’s room?
A. Welcoming the guest
B. Table Set-up
C. Room Service
D. Flower Arrangement
4. Using American service, which side of guest you use when serving beverages?
A. Right side
B. Front
C. Left side
D. Top
5. It is refers to the arrangement of the table such as silverware, glassware and
chinaware?
A. Flower Arrangement
B. Table Napkin Fold
C. Room Service
D. Table Set-up

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
Nelienar B.
Mateo Revision #
Self-Check 1.1-1 Answer Key

1. B - Child
2. B - Napkin
3. C – Room Service
4. A – Right Side
5. D – Table Set-up

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
Nelienar B.
Mateo Revision #
Information sheet 1.1-2

Learning objective:

After reading this Information Sheet, you must be able to identify the types of
Table Setting.

TYPES OF TABLE SETTING


1. American Service  is a plated service because the food is already
arranged in individual plates to the kitchen and
ready to serve to the guests.
2. Buffet Service  is a self-service because you are going to line up
to get food at the buffet table.
3. French Service  is a table side preparation because the food is
prepare at the side of the table of the guest with
some showmanship.
4. Russian Service  is a platter service in which the food is being dish
out to the individual plates of the guest using a
tong.
5. Waitering Services  it is a job in a restaurant

Food and Date Document No.


NTTA- Beverage Developed: Issued by:
TESDA Services Nov. 22, 2014
QA NC II Page
SYSTEM Developed by:
Nelienar B. Mateo
Self-Check 1.1-2
Direction: Choose the correct answer and encircle the letter of your choice.

1. It is a service in which a food is prepare at the side of the table of the guest
with some showmanship?
A. American Service
B. Russian Service
C. Filipino Service
D. French Service
2. Known as a self-service?
A. Filipino Service
B. Russian Service
C. Buffet Service
D. American Service
3. Using American Service, which side of guest you use when serving
beverages?
A. Front
B. Top
C. Right side
D. Left side
4. In Russian service, what tools they use in serving the food?
A. Fork
B. Tong
C. Ladle
D. Spoon
5. What is the other term for American Service?
A. Self-service
B. Platter service
C. Plated service
D. Family service

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
Nelienar B.
Mateo Revision #
Self-Check 1.1-2 Answer Key

1. D – French Service
2. C – Buffet Service
3. C – Right Side
4. B - Tong
5. C – Plated Service

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
Nelienar B.
Mateo Revision #
INFORMATION SHEET 1.1-3

SERVICES EQUIPMENT AND SUPPLIES/ PROPER USE AND MAINTENANCE

Objective: After reading the information sheet you must be able to know the List of
Standard Services Equipment and Supplies

PURPOSE CHINAWARES SILVERWARES HOLLOWARES


.
For serving Fish plate Fish knife/fork for fish Supreme bowl for seafood
Appetizer Plate underliner Scargo or cocktail fork cocktail
for seafood for seafood cocktail Showplate-underliner for
cocktail appetizer

For Soup Soup bowl with Soup spoon


plate as
underliner

For Salad Salad bowl/ Salad fork/knife Salad containers for


salad plate buffet services
Main Dinner plate Dinner knife/fork Container of hot items for
Course plate Steak Knife the buffet
Ceraeal bowl for Serving spoon and fork
cereal
Sizzling plates
for sizzling
dishes

Bread Bread plate Bread knife or butter Bread basket


spreader Bread tong

Cups and saucer Teaspoon Coffee/Tea pot


For Sugar/Cream containers
Coffee/Tea

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
Nelienar B.
Mateo Revision #
SERVICES OPERATING EQUIPMENT

CHINAWARES

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
Nelienar B.
Mateo Revision #
FLATWARES

HOLLOWARES
GLASSWARES

BAR SUPPLIES

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
Nelienar B.
Mateo Revision #
Self-Check 1.1-2
Direction: Columns A and B are the tools and equipment use in dining.
Match Column A with Column B.

COLUMN A COLUMN B

___________ 1. Container for Cube Ice A. Water Goblet

___________ 2. Use for Water B. Tray

___________ 3. Use for serving TeaC. Ice Bucket

___________ 4. Use for Main Course D. Tea Pot

___________ 5. Use for bussing utensils E. Dinner Plate

F. Salad Plate

G. Red Wine glass

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
Nelienar B.
Mateo Revision #
Self-Check 1.1-2 Answer Key

1. C- Ice Bucket

2. A- Water Goblet

3. D- Tea Pot

4. E- Dinner Plate

5. B- Tray

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
Nelienar B.
Mateo Revision #
FORM 2.1 SELF-ASSESSMENT CHECK
INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary data or
information which is essential in planning training sessions. Please check the
appropriate box of your answer to the questions below:
CORE COMPETENCIES
CAN I... YES NO
1. Welcome and greet guests
1.1 Guests are acknowledged as soon as they arrive ?
1.2 Guests are greeted with an appropriate welcome ?
1.3 Details of reservations are checked based on established
standard policy?
2. Seat the guest
2.1 Guests are escorted and seated according to table
allocations?
2.2 Tables are utilized according to the number of party.?
2.3 Guests are seated evenly among stations to control the
traffic flow of guests in the dining room?
2.4 Cloth napkins are opened for the guests when applicable?
2.5 Water is served when applicable, according to the
standards of the foodservice facility?
3. Take food and beverage orders
3.1 Guests are presented with the menu according to
established standard practice.?
3.2 Orders are taken completely in accordance with the
establishment’s standard procedures?
3.3 Special requests and requirements are noted accurately?
3.4 Orders are repeated back to the guests to confirm items?
3.5 Tableware and cutlery appropriate for the menu choices
are provided and adjusted in accordance with
establishment procedures?
4. Liaise between kitchen and service areas
4.1 Orders are placed and sent to the kitchen promptly?
4.2 Quality of food is checked in accordance with
Establishment standards?
4.3 Tableware is checked for chips, marks, cleanliness, spills,
and drips?
4.4 Plates and/or trays are carried out safely?
4.5 Colleagues are advised promptly regarding readiness of
items for service?
4.6 Information about special requests, dietary or cultural
requirements is relayed accurately to kitchen where
appropriate?
4.7 Work technology are observed according to establishment
standard policy and procedures?
Evidences/Proof of Current Competencies

Form 2.2: Evidence of Current Competencies acquired related to Job/Occupation

Current Proof/Evidence Means of validating


Competencies
Standard Procedure in Accomplish Standard Checked Standard
Welcome and greet Procedure Procedure
guests
Discuss the Proper Decide Proper Checked Proper Procedure
procedure in Seat the Procedure according according to standard
guest to standard
Sequence in Take food Demonstrate take food Checked take food and
and beverage orders and beverage orders beverage orders
Know the Liaise between Comply the Liaise Not complied according to
kitchen and service areas between kitchen and the Liaise between kitchen
service areas and service areas

In reviewing the documents submitted by the prospective Trainee, the


following should be considered:

1. Perform the sequence/procedure of:


 welcome and greet guest
 seat the guest
 take food and beverage orders
2. Compile the liaise between kitchen and service area of:
 their function and their uses
2. Date to be perform and submission
3. Final Performance and final submission

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
Nelienar B.
Mateo Revision #
Identifying Training Gaps

Form the accomplished Self-Assessment Check (Form 2.1) and the


evidences of the current competencies (Form 2.2), Trainer will be able to
identify what the training needs of the prospective trainee are.

Form 2.3 Summary of Current versus Required Competencies

Required Units of Current Competencies Training


Competency/Learning Gaps/Requirements
outcomes based on CBC
Standard Procedure in Standard Procedure in
Welcome and greet Welcome and greet
guests guests
Discuss the Proper
procedure in Seat the
guest
Sequence in Take food Sequence in Take food
and beverage orders and beverage orders
Know the Liaise between Know the Liaise
kitchen and service areas between kitchen and
service areas

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
Nelienar B.
Mateo Revision #
JOB SHEET 2.1-1
Title : Standard Procedure, Tools and Equipment’s to be
use and the Menu Sequence of Taking Order
Performance Objective: At the end of the session the trainees will be
able to know standard procedure, to identify tools
and equipment to use in dining and demonstrate
menu sequence of taking order
Supplies: Handouts, Chinawares, Flatwares, Hollowares,
Glasswares, Menu, Pen, Order Slip
Equipment: : PC, Printer with ink, Projector, Trolley,
Table and Chair
Steps/Procedure:

1. Secure the Self-Assessment Check (Form 2.1) and the evidences of


current competencies (Form 2.2) of the trainee assigned to you.
2. Validate the evidences of current competencies.
3. Determine the training gaps using Form 2.3.
4. Convert the training gaps into training needs using Form 2.4.
Assessment Method:

Portfolio Assessment, Performance Criteria Checklist

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
Nelienar B.
Mateo Revision #
Form no. 2.4. Training Needs

Training need Module Title/Module of Instruction


(Learning Outcomes)
Know the Liaise between kitchen and Conduct Training in Work technology
service areas according to establishment standard
policy and procedures

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services Nov. 22, 2014
NC 11 Developed by: Page
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Mateo Revision #
Performance Criteria Checklist

Criteria Yes No
1. Evidences of current competencies are validated
2. Current competencies are identified
3. Discrepancies between current competencies and
required competencies are determined.
4. Training needs are completely listed.

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
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Mateo Revision #
Activity Sheet
Title: Sequence of Food Services
Activities:
Performance Objective
1. To know the correct sequence of food services.
2. To be able to demonstrate the food services in fine dining area.

Supplies: Reading Materials


Equipment: PC printer with ink, Projector for Film Viewing
Steps/Procedure with Picture:

1. Welcoming and greeting the guest


2. Escorting
3. Seating the guest
4. Serving drinks
5. Presenting the menu
6. Taking orders
7. Placing order to the kitchen
8. Set-up the table (fine dining style)
9. Serving foods/orders
10. Bussing
11. Presenting andsetting bills
12. Bidding goodbye
Assessment Method:

Portfolio Assessment, Performance criteria checklist

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by:
Nelienar B.
Mateo Revision #
TASK SHEET 1.4-6
Title : Construct the Correct Number
Performance Objective:Correct Sequence of Food Service
Supplies/Materials: TR, CBC, INTERNET
Equipment: PC, printer with ink
Direction:Arrange the following correct sequence of food services in order by
each number. Write your answer in the space provided.

____________ A. Bidding Goodbye


____________ B. Serving foods/orders
____________ C. Taking orders
____________ D. Presenting and setting bills
____________ E. Serving drinks
____________ F. Welcoming and greeting the guest
____________ G. Presenting the menu
____________ H. Escorting
____________ I. Set-up the table (fine dining style)
____________ J. Seating the guest
____________ K. Placing order to the kitchen
____________ L. Bussing
.

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by: Page
Nelienar B.
Mateo Revision #
Performance Criteria Checklist for Constructing the Correct
Number
Answer Key

A. – 12 Bidding Goodbye
B. – 9 Serving foods/orders
C. – 6 Taking orders
D. –11 Presenting and setting bills
E. – 4 Serving drinks
F. – 1 Welcoming and greeting the guest
G. – 5 Presenting the menu
H. – 2 Escorting
I. –8Set-up the table (fine dining style)
J. – 3 Seating the guest
K. – 7 Placing order to the kitchen
L. – 10 Bussing

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
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Nelienar B.
Mateo Revision #
WORKSHOP LAYOUT
Food and Beverage Services NC II

Back door Supplies & Materials

Facilities/Equipment
Circulation Area

White Board Tool Cabinet Cabinet

Segregation Area

Learning Resource
Center

Bar Area Entrance

Legend:
Chair Tools and Equipment Cabinet

Table Bar Services

NTTA-TESDA Food and Date Document No.


QA Beverage Developed: Issued by:
SYSTEM Services NC II Nov. 22, 2014
Developed by:
Nelienar B.
Mateo Revision #