TESDA-OP CO-01-F11

(Rev.No.00-03/08/17)

COMPETENCY – BASED CURRICULUM

A. Course Design

Course Title: Food and Beverage Services

Nominal Duration: 18 hrs (Basic)
18 hrs (Common)
320 hrs (Core)

Qualification Level: Food and Beverage Service NC11

Course Description:

This course is designed to enhance the knowledge, skills and attitudes in

FOOD AND BEVERAGE SERVICES NC II in accordance with industry standards. It covers the
basic, common and core competencies required in the delivery of food and beverage service in
various foodservice facilities. It covers the core competencies on preparing the dining room for
service, welcoming guests and taking food and beverage orders, promoting food and beverage
products, providing food and beverage service to guests, providing room service, and receiving
and handling guest concerns.

Trainee Entry Requirements:

Trainees or students who wish to enter this training should possess the following
requirements:

 Can communicate basic English both oral and written

 Physically and mentally fit
 With good moral character
 Can perform basic mathematical computation
 With pleasing personality
COURSE STRUCTURE

Basic Competencies
No. of Hours: 18hrs

Unit of Competencies Module Title Learning Outcomes Nominal Duration

1.Participate in workplace 1. Participating in 1.1Obtain and convey
communication workplace communication workplace information
1.2 Speaks English at a
basic operational level 4 hrs
1.3 Participate in
workplace meeting and
discussion
1.4 Complete relevant
work related documents
2. Work in a team 2. Working in a team 2.1. Describe team role
environment environment and scope
2.2. Identify own role and
responsibility within a team
2.3. Work as team member 4 hrs
2.4. Work effectively with
colleagues
2.5. Work in socially
diverse environment
3. Practice career 3.Practicing career 3.1. Integrate personal
professionalism professionalism objectives with
organizational goals.
3.2. Set and meet work 5 hrs
priorities.
3.3. Maintain professional
growth and development
4. Practice occupational 4. Practicing occupational 4.1. Identify hazard and
health and safety health and safety risk
4.2. Evaluate hazard and
risks
4.3. Control hazards and 5 hrs
risks
4.4. Maintain OHS
awareness
4.5. Perform basic first aid
procedures

Unit of Competencies
1.Develop and update
industry knowledge
2. Observe workplace
hygiene procedures
3. Perform computer
operations
4. Perform workplace and
safety practices
5. Provide effective customer
service
Common Competencies
No. of Hours: 18hrs
Module Titles
1. Developing and update
industry knowledge
2. Observing workplace
hygiene procedures
3. Performing computer
operations
4. Performing workplace and
safety practices
5. Providing effective
customer service
Learning Outcomes Nominal Duration
1.1. Seek information on the
industry
1.2. Update industry
knowledge 2 hrs
1.3. Develop and update local
knowledge
1.4. Promote products and
services to customers
2.1. Follow hygiene
procedures 4 hrs
2.2. Identify and prevent
hygiene risk
3.1. Plan and prepare task to
be undertaken
3.2. Input data into
Computer
3.3. Access information using
4 hrs
computer
3.4. Produce/ output data
using computer system
3.5. Maintain computer
equipment and system
4.1. Follow workplace
procedures for health, safety
and security practices
4.2. Perform child protection
duties relevant to the tourism
industry
4.3. Observe and monitor
people
4.4. Deal with emergency 4 hrs
situation
4.5. Maintain safe personal
presentation standards
6. Maintain a safe and secure
workplace
5.1. Greet customers
5.2. Identify customer needs
5.3. Deliver service to
customer 4 hrs
5.4. Handle queries through
use of common business
tools and technology
5.5. Handle
complaints/conflict situations,
evaluation and
recommendations

Unit of Competencies
1.Prepare the dining
room/restaurant area for
service
2. Welcome guests and take
food and beverage orders
3. Promote foods and
beverage products
4. Provide food and beverage
services to guests
5. Provide room service
6. Receive and handle guest
concerns
Core Competencies
No. of Hours: 320hrs
Module Titles
1. Preparing
dining/restaurant for service
2. Welcoming guests and
taking food and beverage
orders
3. Promoting foods and
beverage products
4. Providing food and
beverage services
5. Providing room service
6. Receiving and handling
guest concerns
Learning Outcomes Nominal duration
1.1. Take table reservations
1.2. Prepare service station
and equipment
1.3. Set up the tables in the
dining area 62 hrs
1.4. Set the mood/ambiance
of the dining area
2.1. Welcome and Greet
guests
2.2. Seat the guests
2.3. Take food and beverage 24 hrs
orders
2.4. Liaise between kitchen
and service area
3.1. Know the product
3.2. Undertake Suggestive
selling 38 hrs
3.3. Carry out Upselling
strategies
4.1. Serve food orders
4.2. Assist the diners
4.3. Perform banquet or
catering food service
4.4. Serve beverage orders 148 hrs
4.5. Process payments and
receipt
4.6. Conclude food service
and close down dining area
4.7. Manage intoxicated
persons
5.1. Take and process room
service orders
5.2. Set-up trays and trolleys
5.3. Present and serve food
and beverage orders to
guests 32 hrs
5.4. Present room service
account
5.5. Clear away room service
equipment
6.1. Listen to the complaint
6.2. Apologize to the guest
6.3. Take proper action on 16 hrs
the complaint
6.4. Record complaint
 Modules of Instruction

Basic Competencies
Unit of Competency: Participate in Workplace Communication
Module Title: Participating in Workplace Communication
Module Descriptor: This module covers the knowledge, skills and attitudes required to obtain, interpret and convey
information in response to workplace requirements.
Nominal Duration: 4hrs
Summary of Learning Outcomes:

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

LO1. Obtain and convey workplace information
LO2. Speak English at a basic operational level
LO3. Participate in workplace meeting and discussion
LO4. Complete relevant work related documents

Details of Learning Outcomes:

LO1. Obtain and convey workplace information

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Specific relevant Parts of speech The student must be • Group • Written test
information is Sentence construction provided with the discussion/Interaction • Practical performance
accessed from Effective following: • Assignment method test
appropriate sources. Communication • Competency-based • Interview
2. Effective questioning • Writing materials (pen learning materials
and active listening & paper) method
and speaking are used • References (books)
to gather and convey • Manuals
information.
3. Appropriate medium
is used to transfer
information and ideas.
4. Appropriate non-
verbal communication
is used.
5. Appropriate lines of
communication with
superiors and
colleagues are
identified and followed.
6. Defined work
procedures for the
location and storage of
information are used.
7. Personnel
interaction is carried
out clearly and
concisely.

LO2. Speak English at a basic operational level

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
1.Simple conversations Sentence construction The student must be Group Demonstration
on familiar topics with Technical writing provided the following: Discussion Observation
work colleagues is Recording information Interaction Interviews/questioning
participated • Paper Practice session
2. Simple verbal • Pencils / ball pen
instructions or requests • Reference books
are responded to • Manuals
3. Simple request are
made
4. Routine procedures
are described
5. Likes, dislikes and
preferences are
expressed
6. Different forms of
expression in English
is identified.

LO3. Participate in workplace meeting and discussion

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Team meetings are • Sentence The students/trainees • Group • Written test
attended on time. construction must be provided with discussions/Interaction • Practical /
2. Own opinions are • Technical writing the following: • Assignment method performance test
clearly expressed and • Recording • Competency-based • Interview
those of others are information • Paper learning materials
listened to without • Pencils/ball pen method
interruption. • References (books)
3. Meeting inputs are • Manuals
consistent with the
meeting purpose and
establish protocols.
4. Workplace
interaction is
conducted in a
courteous manner
appropriate to cultural
background and
authority in the
enterprise procedures.
5. Questions about
simple routine
workplace procedures
and matters
concerning conditions
of employment are
asked and responded.
6. Meeting outcomes
are interpreted and
implemented.
LO4. Complete relevant work related documents

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Range of forms • Basic mathematics The student must be • Group • Written test
relating to conditions of • Technical writing provided the following: discussion/Interaction • Practical
employment are • Types of forms • Assignment method performance test
completed accurately • Paper • Competency-based • Interview
and legibly. • Pencils / ball pen learning materials
2. Workplace data is • Reference books method
recorded on standard • Manuals
workplace forms and
documents.
3. Basic mathematical
process is used for
routine calculations.
4. Errors in recording
information on forms
documents are identify
and properly acted
upon
5.Reporting
requirements to
supervisor are
completed according to
organizational
guidelines
Basic Competencies
Unit of Competency: Work in a Team Environment
Modules Title : Working in a Team Environment
Module descriptor: This module covers the knowledge, skills, and attitudes required in order to relate in a work-.
based environment.
Nominal Duration: 4hrs
Summary of Learning Outcome:

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

LO1. Describe team role and scope.
LO2. Identify own role and responsibilities within a team
LO3. Work as a team member
LO4. Work effectively with colleagues
LO5. Work in socially diverse environment

Details of Learning Outcomes:

LO1. Describe team role and scope

Assessment Contents Conditions Methodologies Assessment

Criteria
1. The role and
objective of the team is
identified from
available source of
information.
2. Team parameters,
relationships and
responsibilities are
identified.
Method
• Team role The students/ trainees • Group • Written test
• Relationship and must be provided with discussion/interaction • Observation
responsibilities the following: • Case studies • Simulation
• Role and • Simulation • Role playing
responsibilities with • SOP of workplace
team environment • Job procedures
• Relationship within a • Client / supplier
team instructions
• Quality standards
• Organizational or
external personnel

LO2. Identify own role and responsibilities within team

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Individual role and • Team role The students/ trainees Discussion • Written test
responsibilities within • Relationship and must be provided with Interaction • Observation
the team environment responsibilities the following: Simulation • Simulation
are identified • Role and Games • Role playing
2. Roles and responsibilities with • SOP of workplace
responsibility of other team environment • Job procedures
team members are • Relationship within a • Client / supplier
identified and team instructions
recognized • Quality standards
3. Reporting • Organizational or
relationships within external personnel
team and external to
team are identified
LO3. Work as a team member

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
3.1 Effective and Communication The students I trainees • Group • Observation of work
appropriate forms of process must be provided with discussion/interaction activities
communications used the following: • Case studies • Observation through
and interactions Team structure / team • Simulation simulation or role play
undertaken with team roles SOP of workplace • Case studies and
members who Group planning and scenarios.
contribute to known decision making Job procedures
team activities and
objectives Organization or
3.2 Effective and external personnel
appropriate
contributions made to
complement team
activities and
objectives, based on
individual skills and
competencies and
workplace context
3.3 Observed protocols
in reporting using
standard operating
procedures
3.4 Contribute to the
development of team
work plans based on
an understanding of
team’s role and
objectives and
individual
competencies of the
members

LO4. Work effectively with colleagues

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.Information is Communication The students/ trainees Discussion Demonstration
communicated clearly process must be provided with Interaction Observation
and in concise manner Team structure the following: Simulation Interviews/questioning
using appropriate Group planning and Games
communication decision making SOP of workplace
techniques Organizational or
2. Relationships are extreme personnel
established and
maintain effectively
with colleagues
3. Work activities are
performed within the
team to ensure
achievement of team
goals
LO5. Work in socially diverse environment

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.Customers and Relationship and The students/ trainees Discussion Demonstration
colleagues from responsibilities must be provided with Interaction Observation
diverse backgrounds Role and the following: Simulation Interviews/questioning
are communicated responsibilities with Games
with, in all verbal and team environment Standard operating
non-verbal forms Relationship within a procedure of
2. Cross cultural team workplace
misunderstandings are Organizational or
dealt with, taking external personnel
account of cultural Quality standards
considerations
Basic Competencies
Unit of Competency: Practice Career Professionalism
Module Title : Practicing Career Professionalism
Module Descriptor: This module covers the knowledge, skills and attitudes in promoting career growth and advancement,
specifically; to integrate personal objectives with organizational goals set and meet
work priorities and maintain professional growth and development.

Nominal Duration : 5hrs

Summary of Learning Outcomes:

Upon completion of this module, the trainee/student must be able to:

LO1. Integrate personal objectives with organizational goals
LO2. Set and meet work priorities
LO3. Maintain professional growth and development

Details of Learning Outcomes

LO1. Integrate personal objectives with organizational goals

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Personal growth • Personal The students/ • Group • Role play
and work plans Development-Social trainees must be discussion/interaction • Interview
towards improving Aspects: Intra and provided with the • Simulation • Written examination
the qualifications set Interpersonal following: •Demonstration/practical
for professionalism Development hands-on exercises
are achieved. • Organizational • Workplace • Competency-based
2. Intra- and Goals • Code of Ethics learning materials method
interpersonal • Personal Hygiene • Organizational
relationship and Practices Goals
maintained in the • Code of Ethics • Hand outs and PD-
course of managing Social Aspects
oneself based on • CD’s, VHS tapes,
performance transparencies
evaluation
3. Commitment to
the organization and
its goal is
demonstrated in the
performance of
duties.

LO2. Set and meet works priorities

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Competing • Organizational KRAs The students/ trainees • Group • Role play
demands are prioritize • Work Values and must be provided with discussion/interaction • Interview
to achieve personal, Ethical Standards the following • Structured activity • Written examination
team and • Company policies on •Demonstration/practical
organizational goals the use and • Organizational KRA hands-on exercises
and objectives. maintenance of • Work values and • Competency-based
2. Resources are equipment ethics learning materials
utilized efficiently and • Company policies method
effectively to manage and standards
work priorities and • Sample job targets
commitments. • Learning Guides
3. Practices along and • CD’s, VHS tapes,
economic use and transparencies
maintenance of
equipment and
facilities are followed
as per established
procedures.

LO3. Maintain professional growth and development

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Training and career • Qualification The students/ trainees • Group Demonstration
opportunities are Standards must be provided with discussion/interaction • Interview
identified and availed • Gender and the following: • Film viewing • Written examination
of based on job Development (GAD) • Role play/simulation • Portfolio assessment
requirements Sensitivity • Quality Standards
2. Recognitions are – • Professionalism in • GAD hand outs
sought/received and the Workplace • CD’s, VHS tapes on
demonstrated as proof • List of Professional Professionalism in the
of career advancement Licenses Workplace
3. Licenses and / or • Professional Licenses
certifications relevant samples
to job and career are
obtained and renewed
Basic Competencies
Unit of Competency: Practice Occupational Health and Safety Procedures
Module Title : Practicing Occupational Health and Safety Procedures
Module Descriptor: This module covers the knowledge, skills and attitudes required to comply with the regulatory and
organizational requirements for occupational health and safety such as identifying, evaluating and maintaining OH & S
awareness.
Nominal Duration: 5hrs
Summary of Learning Outcomes:

Upon completion of this module, the trainee/student must be able to:

LO1. Identify hazards and risk
LO2. Evaluate hazards and risks
LO3. Control hazards and risks
LO4. Maintain occupational health and safety awareness
LO5. Perform basic first – aid procedure

Details of Learning Outcomes

LO1. Identify hazard and risks

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.1. Safety regulations • TLV table The students/trainees • Group • Interview
and workplace safety • Phil OHS Standards must be provided with discussion/interaction • Written examination
and hazard control • Effects of hazards in the following • Situation analysis • Simulation
practices and the workplace • Symposium
procedures are • Ergonomics • Hand out on • Film viewing
clarified and explained • Employees • Phil. OHS Standards • Group dynamics
based on organization Compensation • Effects of hazards in
procedures Commission (ECC) the workplace
1.2. Hazards/risks in regulations • Ergonomics
the workplace and their • ECC regulations
corresponding • TLV Table
indicators are identified • CD’s, VHS tapes,
to minimize or transparencies
eliminate risk to co-
workers, workplace
and environment in
accordance with
organization
procedures
1.3. Contingency
measures during
workplace accidents,
fire and other
emergencies are
recognized and
established in
accordance with
organization
procedures
LO2. Evaluate hazards and risks

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.Terms of maximum • TLV table The students/trainees • Group • Interview
tolerable limits which • Phil OHS Standards must be provided with discussion/interaction • Written examination
when exceeded will • Effects of hazards in the following • Situation analysis • Simulation
result in harm or the workplace • Symposium
damage are identified • Ergonomics • Hand out on • Film viewing
based on threshold • Employees • Phil. OHS Standards • Group dynamics
limit values (TLV) Compensation • Effects of hazards in
2. Effects of hazards Commission (ECC) the workplace
are determined. regulations • Ergonomics
3. OHS issues and • ECC regulations
concerns are identified • TLV Table
in accordance with • CD’s, VHS tapes,
workplace transparencies
requirements and
relevant workplace
OHS legislation.

LO3. Control hazards and risks

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Occupational Health • Safety Regulations The students/trainees • Group • Written
and Safe (OHS) • Clean Air Act must be provided with discussion/interaction • Interview
procedures for • Electrical and Fire the following: • Symposium • Case/situation
controlling hazards and Safety Code • Film viewing analysis
risk are consistently • Waste management • Hand-outs on • Group dynamics • Simulation
followed. • Disaster - Safety Regulations • Self-pace
2. Procedures for Preparedness and - Clean Air Act
dealing with workplace Management - Electrical and Fire
accidents, fire and • Contingency Safety Code
emergencies are Measures and - Waste management
followed in accordance Procedures - Disaster
with the organization’s Preparedness and
OHS policies. Management
3. Personal protective - Contingency
equipment (PPE) is Measures and
correctly used in Procedures
accordance with - OHS Personal
organization’s OHS Records
procedures and • PPE
practices. • CD’s, VHS tapes,
4. Appropriate transparencies
assistance is provided
in the event of a
workplace emergency
in accordance with
established
organization protocol
LO4. Maintain occupational health and safety awareness

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Emergency-related • Operational health The students/trainees • Group • Demonstration
drills and trainings are and safety procedure, must be provided with discussion/interaction • Interview
participated in as per practices and the following: • Simulation • Written examination
established regulations • Symposium • Portfolio assessment
organization guidelines • Emergency-related • Workplace • Film viewing
and procedures drills and training • PPE • Group dynamics
2. OHS personal • OHS personal
records are completed records
and updated in • CD’s, VHS tapes,
accordance with transparencies
workplace • Health record
requirements

LO5. Perform basic first – aid procedures

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1 Situation is assessed • Operational health The students/trainees • Symposium • Demonstration
in accordance with and safety procedure, must be provided with • Film viewing • Interview
accepted practice practices and the following: • Group dynamics • Written examination
2. Basic first – aid regulations • Portfolio assessment
techniques is applied • Emergency-related • Workplace
in accordance with drills and training • PPE
establishment first – • OHS personal
aid procedures and records
enterprise policy • CD’s, VHS tapes,
3. Details of the transparencies
incidents is • Health record
communicated in a
timely manner
according to enterprise
policy
Module of Instruction

Common Competencies
Unit of Competency: Develop and Update Industry Knowledge
Modules Title : Developing and Update Industry Knowledge
Module Descriptor: This module covers the knowledge, skills and attitudes required to access, increase and update Indus
Modules of Instruction try knowledge.
Nominal Duration: 2hrs
Summary of Learning Outcomes:

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

LO1. Seek information on the industry
LO2. Update industry knowledge
LO3. Develop and update local knowledge
LO4. Promote products and services to customers

Details of Learning Outcomes

LO1. Seek information on the industry

Assessment Contents Condition Methodologies Assessment

Criteria Methods
1. Sources of • Information sources The students/trainees • Self-paced/modular • Written/oral
information on the - Media must be provided with • Demonstration examination
industry are correctly - Reference book the following • Small group • Practical
identified and - Libraries discussion demonstration
accessed. - Union • Proper hygiene • Distance education
2. Information to assist - Industry association procedure manuals
effective work - Internet • Internet
performance is - Personal observation • Personal computer
obtained in line with • Reference book
job requirements • Industry journals
3. Specific information
on sector of work is
accessed and updated
4. Industry information
is correctly applied to
day-to-day work
activities

LO2. Update industry knowledge

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Informal and/or • Information sources The students/trainees • Self-paced/modular • Written/oral
formal research is - Media must be provided with • Demonstration examination
used to update general - Libraries/reference the following • Small group • Practical
knowledge of the book discussion demonstration
industry - Union/industry • Internet • Distance education
2. Updated knowledge association • Personal computer
is shared with - Internet • Reference book
customers and • Legislation that
colleagues as affects the industry
appropriate and
incorporated into day-
today working activities

LO3. Develop and update local knowledge

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Local knowledge is • Information sources • Self-paced/modular • Written/oral
developed to assist - Media The students/trainees • Demonstration examination
queries on - Reference book must be provided with • Small group • Practical
local/national tourism - Libraries the following discussion demonstration
industry. - Union • Distance education
2. Local knowledge is - Industry association • Proper hygiene
updated using informal - Internet procedure manuals
and/or formal - Personal observation • Internet
researched • Personal computer
3. Contact with local • Reference book
communities is • Industry journals
maintained

LO4. Promote products and services to customers

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1 Promotional • Information sources The students/trainees • Self-paced/modular • Written/oral
initiatives are - Media must be provided with Demonstration examination
described that may be - Reference book the following • Small group • Practical
used to promote - Libraries discussion demonstration
products and services - Union • Proper hygiene • Distance education
2. Selling skills are - Industry association procedure manuals
applied according to - Internet • Internet
customer needs - Personal observation • Personal computer
• Reference book
• Industry journals
Common Competencies
Unit of Competency: Observe Workplace Hygiene Procedures
Modules Title : Observing Workplace Hygiene Procedures
Module Descriptor: This module deals with the knowledge, skills and attitudes in observing workplace hygienic procedure
It also include hygienic procedure and identifying and preventing hygienic risks.
Nominal Duration : 4hrs
Summary of Learning Outcomes:

Upon completion of this module, the trainee/student must be able to:

LO1. Follow hygiene procedures
LO2. Identify and prevent hygiene risks.

Details of Learning Outcomes

LO1. Follow hygiene procedure

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Workplace hygienic • Personal grooming Students/trainees must • Lecture/ Interview/questioning.
procedures are and hygiene. be provided with the demonstration
implemented in line • Typical hygienic and following: • Self-paced instruction Practical
with enterprise and control procedures in • Group discussion Demonstration.
legal requirements. the hospitality and • Sources of • Film showing
2. Handling and tourism industries. information on the Portfolio of industry
storage of items are • Overview of industry. information related to
undertaken in line with legislation and • Industry knowledge. trainee’s work.
enterprise and legal regulation in relation to
requirements. food handling,
personal and general
hygiene.

LO2. Identify and prevent hygiene risk

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Potential hygienic • Knowledge on factors Students/trainees must • Lecture/ • Written examination
risks are identified in which contribute to be provided with the demonstration • Practical examination
line with enterprise workplace hygiene following: • Self-paced instruction
procedures. problems. • Group discussion
2. Action to minimize • General hazards in • Sources of • Film showing
and remove risks are handling of food, linen information on the
taken within scope of and laundry and industry.
individual responsibility garbage, including • Industry knowledge
of enterprise / legal major causes of
requirements. contamination and
3. Hygienic risks cross-infection.
beyond control of • Sources of and
individual staff reasons for food
members are reported poisoning.
to the appropriate • Hygienic risks,
person for follow up. minimizing or removing
Common Competencies
Unit of Competency: Perform Computer Operations
Modules Title : Performing Computer Operations
Module Descriptor : This module covers the knowledge, skills and attitudes needed to perform computer operations. This
includes inputting, accessing, producing and transferring data using appropriate
hardware and software.

Nominal Duration : 4hrs

Summary of Learning Outcomes:

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

LO1. Plan and prepare task to be undertaken
LO2. Input data into a computer
LO3. Access information using computer
LO4. Produce output data using computer system
LO5. Maintain computer equipment and system

Details of Learning Outcomes

LO1. Plan and prepare task to be undertaken

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.Requirements of task • Main types of The trainees/students • Self-paced/modular • Written/oral
are determined computers and basic must be provided with • Demonstration examination
2. Appropriate features of different the following: • Small group • Practical
hardware and software operating systems • Equipment and discussion demonstration
is selected according • Main parts of a accessories • Distance education • interview
to task assigned and computer - Personal computer
required outcome • Storage devices and - Network system
3. Task is planned to basic categories of - Communication
ensure OH & S memory equipment
guidelines and • Types of software - Printer
procedures are • Peripheral devices - Scanner
followed - Keyboard
- Mouse
• Supplies and
materials
- Office supplies
- Diskettes
- CDs
- Zip disks
• Tools
Set of screw driver
• Learning materials
- Learning
elements/activity
sheets
- Manufacturer’s
manual
LO2. Input data into computer

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.Data are entered into • Basic ergonomics of The trainees/students • Self-paced/modular • Written/oral
the computer using keyboard and must be provided with • Demonstration examination
appropriate computer use the following: • Small group • Practical
program/application in • Standard operating discussion demonstration
accordance with procedures in entering • Equipment and • Distance education • interview
company procedures and saving data into accessories
2. Accuracy of the computer - Personal
information is checked • Storage media computer
and information is • Ergonomic guidelines ¬ Network system
saved in accordance - Communication
with standard equipment
operating procedures - Printer
3. Inputted data are - Scanner
stored in storage - Keyboard
media according to - Mouse
requirements • Supplies and
4. Work is performed materials
within ergonomic - Office supplies
guidelines - Diskettes
- CDs
- Zip disks
• Tools
- Set of screw
driver
• Learning materials
- Learning
elements/activity
sheets
- Manufacturer’s
manual

LO3. Access information using computer

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Correct •Procedures/techniques The trainees/students  Self- • Written/oral
program/application is in accessing must be provided with paced/modular examination
selected based on job Information the following:  Demonstration • Practical
requirements • Desktop Icons  Small group demonstration
2. Program/application • Keyboard techniques • Equipment and discussion • interview
containing the based on OHS accessories  Distance
information required is requirements - Personal computer education
accessed in - Network system
accordance with the - Communication
company procedures equipment
3. Desktop icons are - Printer
correctly selected, - Scanner
opened and closed for - Keyboard
navigation purposes. - Mouse
4. Keyboard • Supplies and
techniques is carried materials
out in line with OHS - Office supplies
requirements for safe - Diskettes
use of keyboards - CDs
- Zip disks
• Tools
Set of screw driver
• Learning materials
- Learning
elements/activity
sheets
- Manufacturer’s
manual

LO4. Produce /output data using computer system

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Entered data are • Software commands The trainees/students • Self-paced/modular • Written/oral
processed using • Operation and use of must be provided with • Demonstration examination
appropriate software peripheral devices the following: • Small group • Practical
commands • Procedures in discussion demonstration
2.Data are printed out transferring files/data • Equipment and • Distance education • interview
data as required using accessories
computer - Personal computer
hardware/peripheral - Network system
devices is in - Communication
accordance with equipment
standard operating - Printer
procedures - Scanner
3. Files and data are - Keyboard
transferred between - Mouse
compatible systems • Supplies and
using computer materials
software, hardware/ - Office supplies
peripheral devices in - Diskettes
accordance with - CDs
standard operating - Zip disks
procedures • Tools
- Set of screw
- driver
• Learning materials
- Learning
elements/activity
sheets
- Manufacturer’s
manual

LO5. Maintain computer equipment and systems

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.System for cleaning, • Cleaning, Minor The trainees/students • Self-paced/modular • Written/oral
minor maintenance Maintenance and must be provided with • Demonstration examination
and replacement of Replacements of the following: • Small group • Practical
consumables are Consumables • Equipment and discussion demonstration
implemented • Creating More accessories • interview
2. Procedures for Space in the Hard Disk - Personal computer
ensuring security of • Reviewing - Network system
data including regular Programs - Communication
back-ups and virus • Deleting Unwanted equipment
checks are Files - Printer
implemented in • Checking Hard Disk - Scanner
accordance with for Errors - Keyboard
standard operating • Viruses and Up to - Mouse
procedures Date Anti-Virus • Supplies and
3. Basic file Programs materials
maintenance - Office supplies
procedures are - Diskettes
implemented in line - CDs
with the standard - Zip disks
operating procedures • Tools
4. Document systems - Set of screw
are maintained driver
• Learning materials
- Learning
elements/activity
sheets
- Manufacturer’s
manual
Common Competencies
Unit of Competency: Perform Workplace and Safety Practices
Modules Title : Performing Workplace and Safety Practices
Module Descriptor: This module covers performing workplace and safety practices also in dealing with
emergency situation
Nominal Duration: 4hrs
Summary of Learning Outcomes:

Upon completion of this module, the trainee/student must be able to:

LO1. Follow workplace safety, security and hygiene systems, processes and operations
LO2. Perform child protection duties relevant to the tourism industry
LO3. Observe and monitor people
LO4. Deal with emergency situations
LO5.Maintain safe personal presentation standards
LO6. Maintain a safe and secure workplace

Details of Learning Outcomes

LO1. Follow workplace safety, security and hygiene systems, processes and operations

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Correct health, • Correct health, safety Students/trainees must • Lecture/ • Hands-on
safety and security and security practices be provided with the demonstration • Direct observation
procedures are in line with workplace following: • Self-paced instruction • Practical
followed in line with procedures. • Group discussion demonstration
legislation, regulations • Safe and proper work • Sample workplace • Film showing • Role-playing/
and enterprise techniques in using equipment and simulation
procedures devices and equipment devices. • Dramatization / fire
2. Breaches of health, • Hazard identification • Hand-outs / printed drill
safety and security and control materials of safety
procedures are • Security of manuals
identified and reported documents, cash, • Film / video clips
in line with enterprise equipment and people.
procedure • 5S
3. Suspicious
behaviour or unusual
occurrence are
reported in line with
enterprise procedure

LO2. Perform child protection duties relevant to the tourism industry

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1 Issue of sexual Action that can be Students/trainees must Lecture Demonstration
exploitation of children taken in the workplace be provided with the Demonstration Interviews/
is identified to protect children from following: Role-play Questioning
2. National, regional sexual exploitation Simulation Written Examination
and international • Sample workplace
actions are describe to equipment and
prevent the sexual devices.
exploitation of children • Hand-outs / printed
3. Action that can be materials of safety
taken in the workplace manuals
are described to
protect children from
sexual exploitation

LO3. Observe and monitor people

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1 Areas and people Administrative Students/trainees must • Lecture/ Competency in this
who require responsibilities are be provided with the demonstration unit may be assessed
observation and fulfilled following: • Self-paced instruction through:
monitoring is prepared Observation and • Group discussion 5.1 Written
2. Observation and monitoring that are • Sample workplace • Film showing examination
monitoring activities implemented equipment and 5.2 Practical
are implemented devices. demonstration
3. Apprehension of • Hand-outs / printed 5.3 Interview
offenders are materials of safety
determined manuals
4. Offenders are • Film / video clips
arrested according to
enterprise procedures
5. Administrative
responsibilities are
fulfilled

LO4. Deal with emergency situation

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Emergency and • Types / kinds of Students/trainees must • Lecture/ • Hands-on
potential emergency emergency. be provided with the demonstration • Direct observation
situations are • Emergency following: • Self-paced instruction • Practical
recognized and procedure – • Group discussion demonstration
appropriate action are recognition, action and • Hands-out • Film showing • Role-playing/
taken within prevention. • Film / video clips simulation
individual’s scope of • First aid procedures. • First aid kit. • Dramatization / fire
responsibility drill
2. Emergency
procedures are
followed in line with
workplace procedures.
3. Assistance is sought
from colleagues to
resolve or respond to
emergency situations
4. Details of
emergency situations
are reported in line
with enterprise
procedures
LO5. Maintain safe personal presentation standards

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1 Safe personal Use of PPE Students/trainees must Lecture /demonstration Hands-on
standards are Safe and proper be provided with the Self-paced instruction Direct observation
identified and followed posture following Group discussion Practical
in line with enterprise Film showing demonstration
requirement Hands out Role playing/simulation
Film/ video clips Dramatization/fire drill

LO6. Maintain a safe and secure workplace

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1 Workplace health, 1.1 safe handling of Students/trainees must Lecture Demonstration
safety and security chemicals, poisons be provided with the Demonstration Interviews/
responsibilities are and dangerous following: Role-play Questioning
identified materials Simulation Written Examination
2. Framework to 1.2 ergonomically • Hands-out
maintain workplace sound furniture and • Film / video clips
health, safety and work stations
security are and 1.3 emergency fire and
maintained accident
3. Procedures for 1.4 hazard
identifying or identification and
assessing health, control
safety and security 1.5 security of
hazards and risk are documents, cash,
implemented equipment, people
4. Injuries, illnesses 1.6 key control
and incidents are systems use of
investigated personal protective
5. Organizations clothing and equipment
health, safety and
security effectiveness
are evaluated
Common Competencies
Unit of Competency: Provide Effective Customer Service
Module Title : Providing Effective Customer Service
Module Descriptor: This module deals with the knowledge, skills and attitudes in providing effective customer services. It
includes greeting customers, identifying customer needs, delivering service to customers, handling queries through telephone,
fax machine, Internet, e-mail, SMS and handling complaints evaluation and recommendations.
Nominal Duration : 4hrs
Summary Learning Outcomes:

Upon completion of this module, the trainee/student must be able to:

LO1. Greet customers
LO2. Identify customer needs
LO3. Deliver service to customer
LO4. Handle queries through use of common business tools and technology
LO5. Handle complaints/ conflict situations, evaluation and recommendation

Details of Learning Outcomes

LO1. Great customers

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Customers are • Components of Students/trainees must • Lecture/ • Hands-on
greeted according to communication, be provided with the demonstration • Direct observation
enterprise procedure communication following: • Self-paced instruction • Practical
2. Verbal and non- process and barriers of • Group discussion demonstration
verbal communications communication. • Hand-out • Film showing • Role-playing/
are appropriate to the • Verbal and non- • Flowchart / diagram simulation
given situation verbal communication. • Film / video clips
3. Non-verbal • Body language,
communication of gestures, facial
customer is observed expressions,
responding to mannerisms.
customer • Customs and
4. Sensitivity to cultural traditions of different
and social differences races.
is demonstrated • Modes of greeting
and fare welling
according to cultural
and social differences.

LO2. Identify customers’ needs

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Appropriate • Components of Students/trainees • Lecture/ • Hands-on
interpersonal skills communication, must be provided demonstration • Direct observation
are used to ensure communication with the following: • Self-paced • Practical
that customer needs process and barriers instruction demonstration
are accurately of communication. • Hand-out • Group discussion • Role-playing/
identified • Verbal and non- • Flowchart / diagram • Film showing simulation
2. Customer needs verbal • Film / video clips
are assessed for communication.
urgency so that • Body language,
 priority for service
delivery can be
identified
3. Customers are
provided with
information
4. Personal limitation in
addressing customer
needs is identified and
where appropriate,
assistance is sought
from supervisor
gestures, facial
expressions,
mannerisms.
• Customs and
traditions of different
races.
• Modes of greeting
and fare welling
according to cultural
and social differences

LO3. Deliver service to customer

Assessment Contents Conditions Methodologies Assessment Methods

Criteria
1.Customer needs Enhancement of Students/trainees  Lecture/ Hands-on
are promptly interpersonal and must be provided demonstration Direct observation
attended to in line listening skills. with the following:  Self-paced Practical demonstration
with enterprise Good working instruction Role-playing/ simulation
procedure attitude and Hand-out  Group discussion
2.Appropriate pleasant Film / video clips  Film showing
rapport is approach.
maintained with Public relations
customer to enable skills.
high quality service
delivery
3.Opportunity to
enhance the quality
of service and
products are taken
wherever possible

LO4. Handle queries through telephone, fax machine, internet and email

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Common business Modes of greeting and Students/trainees must Lecture/ demonstration Hands-on
tools and technology farewell. be provided with the Self-paced instruction Direct observation
are used How to answer following: Group discussion Practical
efficiently to determine telephone Film showing demonstration
customer requirements Operating fax machine Hand-out Role-playing/
2. Queries/ Internet browsing Film / video clips simulation
information are Proper addressing of Telephone
recorded in line with needs of persons. (by Fax machine
enterprise procedure gender, age, status, Notepad
3. Queries are acted physical condition) Ball pen
upon promptly and Style manual Pencil
correctly in line with requirement. Computer with internet
enterprise procedure Standard letters and
preforms.
LO5. Handle complaints/ conflict situations, evaluation and recommendations

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1 Guests are greeted  Proper way Students/trainees must 1.Lecture/demonstration 1. Hands on
with a smile and eye of answering be provided with the 2.Self-paced instruction 2. Direct observation
to eye contact complaints in following: 3.Group discussion 3. Practical
2.Responsibility for line with Hands-out 4.film showing demonstration
resolving the workplace Film/video clips 4. Role-playing/
compliant is taken procedures Sample simulation
within limit of  Nature and complaint/evaluation
responsibilities and details of and recommendation
according to complaints. sheet from industry
enterprise policy  Industry/
3. Nature and details workplace
of compliant are procedure in
establish and agreed giving
with the customer evaluation
4. Threats to personal and
safety are identified recommenda
and manage to tions.
personal safety of
customer or
colleagues and
appropriate assistance
is organized
5. Appropriate action
is taken to resolve the
complaint to the
customers satisfaction
wherever possible
6. Conflict situations
are resolved within
scope of individual
responsibility by
applying effective
communication skills
and according to
enterprise policy
Module of Instruction

Core Competencies
Unit of Competency: Prepare the Dining Room/Restaurant for service
Module Title : Preparing the Dining Room/Restaurant for Service
Module Descriptor : This module 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.
Nominal Duration : 62hrs
Summary of Learning Outcomes:

At the completion of the module the trainees/students should be able to:

LO1 Take table reservations
LO2 Prepare service station and equipment
LO3 Set up tables in the dining area
LO4 Set the mood/ambiance of the dining area

Details of Learning Outcomes

LO1. Take table reservation

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Inquiries are • Dealing with clients The trainee / student Lecture-discussion Simulation/practical
answered promptly, • How to take table must be provided Demonstration test
clearly and accurately reservations with/ should have Role play Oral questioning
2. Pertinent questions - Telephone access to the Written exam
are asked to complete - Internet (web site, following:
the details of the email)
reservations. - Walk-in • Sample Reservation
3. Reservations data • Telephone Courtesy forms (e.g. log book,
are recorded based • Recording of reservation cards,
on establishment’s reservations and CRS)
standards. communicating • Suitable area for the
4. Details of the information to people candidate to
reservations are concerned demonstrate
repeated back and • Daily menu competency on how
confirmed with the to take reservations
party making the properly
reservation • Menu card
5. Additional • Telephone
information about the • Paper and pen
food service • Computer with
establishment is internet
provided when • Printer
necessary. • Notepad

LO2. Prepare service station and equipment

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Service or waiter’s • Station mise-en-place The trainee / student • Lecture-discussion Simulation/practical
stations are stocked O Cleaning procedure must be provided with • Demonstration with test
with supplies of tableware the following: return demo Oral questioning
necessary for service O Cleaning of dining Written exam
2. All tableware and room equipment • Waiter’s station or
dining room equipment • Opening duties of similar storage with
are cleaned, wiped and foodservice staff supplies necessary for
put in their proper service
places. • Tableware
3. Special tent cards O
and similar special Dinnerware/chinaware
displays are put up for O Cover/service plate
promotion O Dinner plate
4. Cleanliness and O Entrée plate
condition of all tables, O Fish plate
tableware and dining O Bread plate
room equipment are O Soup bowl/plate
checked. O Underlines
5. Water pitchers and O Soup tureen
ice buckets are filled. • Restaurant
6. Electrical appliance equipment
or equipment like • Tent cards
coffee pots, tea pots, • Condiments and
plate warmers etc. in sauce bottles
the dining area are • Electrical appliances
turned on and kept • Supplies
ready. Napkins
7. Condiments and Menu folders
sauce bottles are Order slips
refilled and the necks Wine list
and tops of the bottles Condiments
are wiped clean and Toothpicks
dry. Table
cloth/Placemats
Salt and
Pepper shakers

LO3. Set up tables in the dining area

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Tables are set • Tableware The trainee / student • Lecture-discussion Simulation/practical
according to the identification must be provided with • Demonstration with test
standards of the food - Dinnerware the following: return demo • Oral questioning
service establishment - Flatware/Silverware • Waiter’s station or • Film showing • Written exam
2. In cases where the - Beverage similar storage with • Visual aids like
menu is pre-arranged ware/Glassware supplies necessary for photos, lay outs, floor
or fixed, covers are set - Hollowware service plans and drawings
correctly according to • Clothing tables • Tableware
the predetermined • Setting the table Dinnerware/chinaware
menu. (General principles in Cover/service plate
3. Tableware and laying covers) Dinner plate
glassware are wiped • Types of table Entrée plate
and polished before • Napkin folding styles Fish plate
they are set up on the • How to set up Bread plate
table. banquets (including Soup
4. Cloth napkins are skirting) bowl/plate
folded properly and Underlines
laid on the table Soup tureen
appropriately Restaurant equipment
according to napkin • Tent cards
folding style. • Condiments
5. Buffet or display and sauce bottles
tables are skirted Electrical appliances
properly taking into Supplies
account symmetry, Napkins
balance and harmony Menu folders
in size and design Order slips
Wine list
o Condiments
o Toothpicks
o Table
cloth/Placemats
o Salt and
Pepper shakers
• Table skirts
• Sample

LO4. Set the mood/ambiance of the dining area

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Lights are adjusted • Elements of setting • Actual or simulated • Lecture-discussion • Written or oral test
according to time of the ambiance of the dining room set up • Demonstration with • Simulation/practical
the day dining area • Tables and chairs return demo test
2. Tables, chairs and • Dining procedures in • Decoration materials • Film showing • Oral questioning
other dining room setting the mood and • Audi visual • Visual aids like
furniture are arranged ambiance of the dining equipment photos, lay outs, floor
to ensure comfort and area • Music CD’s/records plans and drawings
convenience of the • Lighting adjustment • Carpets
guests. • Operating audio • Lighting system
3. Appropriate music is visual equipment
played when • Cleaning procedures
applicable on floors/carpet
4. Floors/carpets are • Temperature setting
cleaned and made • Music vs. events
sure are dry • Decorations vs.
5. Air-condition or events
cooling units are
adjusted for the
comfort of the guests
6. Decorations are set-
up according to theme
or concept of the
dining room
Core Competencies
Unit of Competency: Welcome and Take Food and Beverage Orders
Module Title : Welcoming and Take Food and Beverage Orders
Module Descriptor : This modules 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.
Nominal Duration : 24hs
Summary of Learning Outcomes:

At the completion of the module the trainees/students should be able to:

LO 1. Welcome and greet guests
LO 2. Seat the guests
LO 3. Take food and beverage orders
LO 4. Liaise between kitchen and dining area

Details of Learning Outcomes

LO1. Welcome and great guests

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Guests are • Welcoming and The trainee / student • Lecture-discussion • Oral questioning
acknowledged as soon greeting procedures must be provided with • Demonstration with • Simulation
as they arrive. • Communication skills the following: return demo • Practical test with oral
2. Guests are greeted • Film showing questioning
with an appropriate • Actual or simulated • Visual aids like
welcome dining room set up photos, lay outs, floor
3. Details of plans and drawings
reservations are
checked based on
established standard
policy

LO2. Seat the guests

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
1 Guests are escorted • How to seat guests The trainee / student • Lecture-discussion • Oral questioning
and seated according • Where to seat must be provided with • Demonstration with • Simulation
to table allocations guests (controlling the following: return demo • Practical test with
2 Tables are utilized traffic flow of guests) • Film showing oral questioning
according to the • Opening napkins for • Actual restaurant • Visual aids like
number of party. guests dining room set-up or photos, lay outs, floor
3 Guests are seated • Procedure in serving suitable area for the plans and drawings
evenly among stations water candidate to show
to control the traffic competency on how to
flow of guests in the seat the guests
dining room. properly.
4 Cloth napkins are • Guest
opened for the guests • Table napkin
when applicable.
5 Water is served
when applicable,
according to the
standards of the
foodservice facility
LO3. Take food and beverage orders

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1 Guests are Types of Menu The trainee / student • Lecture-Discussion Simulation/Practical
presented with the Menu Familiarization must be provided with • Demonstration test with oral
menu according to Presenting the menu the following: • Role Play questioning
established standard Taking food and • Oral or written test
practice. beverage orders • Actual restaurant
2 Orders are taken Suggestive selling dining room set-up or
completely in Providing advice on suitable area for the
accordance with the food candidate to show
establishment’s Providing advice on competency on how to
standard procedures. wine take food and
3 Special requests and beverage orders
requirements are noted • Menu list or folder
accurately. • Order taking
4 Orders are repeated pads/dockets
back to the guests to
confirm items.
5 Tableware and
cutlery appropriate for
the menu choices are
provided and adjusted
in accordance with
establishment
procedures.

LO4. Liaise between kitchen and service area

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1 Orders are placed • Liaising between the The trainee / student • Lecture-Discussion Simulation/Practical
and sent to the kitchen kitchen and the dining must be provided with • Demonstration test with oral
promptly. area the following: • Role Play questioning
2 Quality of food is (Interdepartmental • Oral or written test
checked in accordance communication) • Service flow chart
with establishment • Teamwork • Company operating
standards • Types of food manuals (Food &
3 Tableware is establishment work Beverage Department
checked for chips, technology
marks, cleanliness,
spills, and drips
4 Plates and/or trays
are carried out safely.
5 Colleagues are
advised promptly
regarding readiness of
items for service
6 Information about
special requests,
dietary or cultural
requirements is
relayed accurately to
kitchen where
appropriate.
7. Work technology are
observed according to
establishment standard
policy and procedures.
Core Competencies
Unit of Competency: Promote Food and Beverage Product
Module Title : Promoting Food and Beverage Product
Module Descriptor : This modules deals with the knowledge and skills required in providing advice to customers on food
and beverage products in foodservice enterprises.
Nominal Duration : 38hrs
Summary of Learning Outcomes:

At the completion of the module the trainees/students should be able to:

LO 1.Know the product
LO 2 Undertake suggestive selling
LO3. Carry out Upselling strategies

Details of Learning Outcomes

LO1. Know the product

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Names and • Different kinds/types The trainee / student  Lecture-  Oral questioning
pronunciations of of dishes must be provided with discussion  Simulation
dishes in the menu are • Components of a dish the following:  Demonstration  Practical test with
mastered. • Basic ingredients of with return demo oral questioning
2. Ingredients of dishes dishes Actual or simulated  Film showing
are memorized. • Menu Calendar dining room set up  Visual aids like
3. Sauces and • Menu Book photos, lay outs,
accompaniments are • Nutritive value of a floor plans and
known by heart. dish drawings
4. Descriptions and of • Communication skills
every item in the menu
are studied.
5. Common food
allergens are mastered
to prevent serious
health consequences.

LO2. Undertake suggestive selling

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Information about • Different kinds/types The trainee / student • Lecture-discussion • Oral questioning
the food items are of dishes must be provided with • Demonstration with • Simulation
provided in clear • Components of a dish the following: return demo • Practical test with oral
explanations and • Basic ingredients of • Film showing questioning
descriptions. dishes • Actual restaurant • Visual aids like
2. Items on specials or • Selling techniques dining room set-up or photos, lay outs, floor
promos are offered to • Menu Calendar suitable area for the plans and drawings
assist guests with food • Menu Book candidate to show
and beverage • Nutritive value of a competency on how to
selections. dish seat the guests
3. Name of specific • Cooking method properly.
menu items are • Serving portions • Guest
suggested to guests • Tastes and flavours • Table napkin
rather than just • Ingredients including
mentioning the general food allergens
categories in the menu • Cooking time
to help them make the • Side dishes
choice and know what • Communication skills
they want.
4. Standard food and
beverage pairings are
recommended.
5. Several choices are
given to provide more
options to guests
6. Descriptive words
are used while
explaining the dishes
to make it more
tempting and
appetizing.
7. Suggestive selling
is carried out discreetly
so as not to be too
pushy or too
aggressive.

LO3. Carry out upselling strategies

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1 Slow moving but Types of Menu The trainee / student • Lecture-Discussion • Simulation/Practical
highly profitable items Menu Familiarization must be provided with • Demonstration test with oral
are suggested to Presenting the menu the following: • Role Play questioning
increase guest check. Suggestive selling • Oral or written test
2 Second servings of Providing advice on • Actual restaurant
items ordered are food dining room set-up or
offered. Providing advice on suitable area for the
3.3 Food portion or wine candidate to show
size is mentioned for • Cooking method competency on how to
possible adjustments • Serving portions take food and
with the orders. • Tastes and flavours beverage orders
4 New items are • Ingredients including • Menu list or folder
recommended to food allergens • Order taking
regular guests to • Cooking time pads/dockets
encourage them to try Side dishes
other items in the
menu
Core Competencies
Unit of Competency: Provide Food and Beverage Service to Guest
Module Title : Providing Food and Beverage Service to Guest
Module Descriptor : This module 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.
Nominal Duration : 148hrs
Summary of Learning Outcomes:

At the completion of the module the trainees/students should 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
LO5. Process payments and receipt
LO6. Conclude food service and close down dining area
LO7. Manage intoxicated persons

Details of Learning Outcomes

LO1. Serve food orders

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Food orders are • Sequence of Service The trainee/student • Lecture-Discussion • Simulation/Practical
picked up promptly • Types of tableware must be provided with • AV Presentation/Film test with oral
from service areas. • Foodservice styles the following: viewing questioning
2. Food orders are • Menu components • Table service • Demonstration • Oral or written test
checked for • Nutritional Value equipment (Tableware • Role Play
presentation and • Food service e.g. dinnerware,
appropriate garnish procedures flatware, glassware,
and accompaniments. • Serving techniques hollowware, service
3. Food orders are • Food safety principles trays)
served to the guests • Simulated dining area
who ordered them.
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.
LO2. Assists the dinners

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Additional requests • Assisting the guests The trainee / student • Lecture-Discussion • Simulation/Practical
or needs of the guests during meals must be provided with • AV test with oral
are anticipated. • Serving guests with the following: Presentation/Film questioning
2. Additional food and special needs viewing • Oral or written test
beverage are offered • Condiments • Company standard • Demonstration
and served at the • Tableware operating manuals • Role Play
appropriate times. • Complimentary (Food & Beverage)
3. Necessary foods • Food enterprise
condiments and • Guests with special policy
appropriate tableware needs • Simulated dining
are provided based on area
the food order.
4. Delays or
deficiencies in service
are recognized and
followed up promptly
based on enterprise
policy.
.5. The “3-minute
check” is conducted to
check guest‘s
satisfaction.
.6. Children and guests
with special needs are
treated with extra
attention and care.

LO3. Perform banquet or catering food service

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Service ware are • Banquet Function/On The trainees / students • Lecture-Discussion • Simulation/Practical
prepared and checked or Off Premise must be provided with • AV Presentation/Film test with oral
for completeness Catering the following: viewing questioning
ahead of time. • Duties and • Demonstration • Oral or written test
.2. Tables and chairs responsibilities of • Sample Banquet • Role Play
are set up in banquet service staff Event Order form
accordance with the • Banquet Event Order • Banquet service
event requirements. • Food Safety equipment (tableware,
3. Food is served • Food Enterprise table linen, crates)
according to general Standards, Procedures • Simulated banquet
service principles. and Policies and catering area
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

LO4. Serve beverage orders

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Beverage orders are • Types of O The trainee/student • Lecture-Discussion Simulation/Practical
picked up promptly beverage/glassware must be provided with • Demonstration test with oral
from the bar. (review) the following: • Audio Visual questioning
2. Beverage orders are • Beverage service presentation/Film • Oral or written test
checked for • Garnishes for • Bar materials (utility viewing
presentation and Beverages knife, wine bucket, bar • Role Play
appropriate garnishes. • Wine Service tray, cork screw)
3. Beverages are • How to open wine • Beverage/glassware
served at appropriate bottles (wine glasses, pilsner,
times during meal. Collins, champagne
4. Beverages are coupe/flute)
served efficiently • Bar list
according to • Wine bottles
established standards • Simulated bar area
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.
.8. Coffee and/or tea
service is carried out in
accordance with
establishment
procedure.
LO5. Process payments and receipts

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Bills are prepare 1. Billing are presented The trainee/student Lecture-Discussion Written or oral
and processed to the guest according must be provided with AV/Film viewing examination
accurately in to food enterprise the following: Demonstration Practical test
coordination with billing procedure. Role Play
cashier. 2. Payment is • Actual or simulated
2. Amount due is acknowledged as soon dining room area
verified with customer. as it is received. • Bill trays or jackets
3. Cash and non-
cash payments are
accepted and receipts
are issued. 4.
Change are given as
required.
5. Required
documentation is
completed in
accordance with
enterprise policy.

LO6.Conclude food service and close down dining area

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Soiled dishes are • Clearing the table The trainee/student • Lecture-Discussion • Simulation/Practical
removed when guests • Re-setting the table must be provided with • Demonstration test with oral
are finished with the • Presenting the bill the following: • Audio Visual questioning
meal. • Bidding the guest presentation/Film • Oral or written test
2. Food scraps are good bye • Actual or simulated viewing
handled in accordance dining room area • Role Play
with hygiene • Food service
regulations and equipment (tableware,
enterprise procedures. glassware, table linen)
3. Equipment are • Bill trays or jackets
cleaned and stored in
accordance with
hygiene regulations
and enterprise
procedures.
4. Tables are
cleared, reset and
made ready for the
next sitting when
guests are finished
with the meal.
5. Guests are
thanked and given a
warm farewell.
6. Electrical
equipment are turned
off where appropriate.
With the meal.
LO7. Manage intoxicated persons

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.Levels of intoxication 1. Level of intoxication The trainee/student Lecture-Discussion Written or oral
of customers are customers must be provided with AV/Film viewing examination
determine 2. managing the following: Demonstration Practical test
2.Difficult situation are intoxicated person Role Play
referred to an 3. demonstrate service • Actual or simulated
appropriate person principles dining room area
3.Appropriate 4. manage how to
procedures are applied handle intoxicated
to the situation and in customers
accordance with
enterprise policy
4.Legislative
requirements are
applied
Core Competencies
Unit of Competency: Provide Room Service
Modules Title : Providing Room Service
Module Descriptor : This module 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 : 32hrs
Summary of Learning Outcomes:

Upon completion of this module, the trainee/ student must be able to:
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

Details of Learning Outcomes

LO1. Take and process room service orders

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Telephone call is • Taking room service • Room service menu • Lecture-Discussion Simulation/Practical
answered in orders • Room service forms • Demonstration test with oral
accordance with a. Telephone • Doorknob menu • Role Play questioning
customer service b. Doorknob dockets • Paper and pen • Oral or written test
standards. c. Suggestive selling • Telephone
2. Guests’ name is techniques • Simulated room
checked according to service area
establishment
standards.
3. Details of order are
clarified, repeated,
checked and recorded
according to
establishment
procedures.
4. Suggestive selling
techniques are used
according to enterprise
standard.
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.
LO2. Set up trays and trolleys

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
2.1 Room service • Equipment and Student/ trainee • Lecture-Discussion Simulation/Practical
equipment and material selection must be provided with • Demonstration test with oral
supplies are prepared • Trolley set up the following: • Role Play questioning
in accordance with • Setting room • Room service • Oral or written test
establishment equipment and cart/trolley
procedures. supplies O Butters
2.2 Proper room • Setting room service O Condiments
service equipment and trays or trolleys O Cutlery
supplies are selected O Glassware
and checked for O Beverages
cleanliness and O Linen
condition.
2.3 Trays and trolleys • Table service ware
are set up keeping in (dinnerware, flatware,
mind balance, safety glassware,
and attractiveness. hollowware)
2.4 Room service trays O Trays and trolleys
or trolleys are set up O Toasters
according to the food O Tableware and
and beverage ordered appointments
2.5 Orders are O Warming equipment
checked before leaving O Linen
the kitchen for delivery. O Printed materials
2.6 Food items are
covered during
transportation to the
room.

LO3. Present and serve food and beverage orders to guests

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. The guest’s name is • Room service meal Student/ trainee must • Lecture-Discussion Simulation/Practical
verified on the bill delivery and serving be provided with the • Demonstration test with oral
before announcing the • Room service following: • Role Play questioning
staff’s presence standard procedures • Oral or written test
outside the door. • Room service
2. Guests are greeted cart/trolley
politely in accordance • Table service ware
with the with (dinnerware, flatware,
establishment’s service glassware,
procedures. hollowware)
3. Guests are asked
where they want the
tray or trolley
positioned.
4. Food orders are
delivered on the time
desired by the guest
LO4. Present room service account

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Guests’ accounts • Presenting the bill Student/ trainee must • Lecture-Discussion Simulation/Practical
are checked for • Types of payment be provided with the • Demonstration test with oral
accuracy and o Cash following: • Role Play questioning
presented in o Charge • Oral or written test
accordance with o Credit card • Room service bill
establishment o Cheque
procedures. • Processing payments
2. Cash payments are
presented to the
cashier for processing
in accordance with
establishment
guidelines.
3. For charge
accounts, guests are
asked to sign the bill.

LO5. Clear away room service equipment

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Procedure to take  Clearing room • Access to room  Lecture- • Simulation/Practical
away the tray or trolley service equipment service area Discussion test with oral
when the guests have  Cleaning room • Room service  Demonstration questioning
finished their meal is service equipment cart/trolley  Role Play • Oral or written test
explained.  Cleaning floor • Table service ware
2. Floors are checked area (dinnerware, flatware,
and cleared in glassware,
accordance with hollowware)
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.
Core Competencies
Unit of Competency: Receive and Handle Guest Concern
Module Titles : Receiving and Handling Guest Concern
Module Descriptor : This module deals with the knowledge and skills required in receiving and handling guest complaints.
Nominal Duration : 16hrs
Summary of Learning Outcomes:

Upon completion of this module, the trainee/ student must be able to:

LO1. Listen to the complaint

LO2 Apologize to the guest
LO3 Take proper action on the complaint
LO4. Record complaint

Details of Learning Outcomes

LO1. Listen to the complaint

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.1 The entire story or • Listening skills The trainee / student • Lecture-Discussion Simulation/Practical
issue of concern is • Summarizing must be provided with • Role Play test with oral
obtained from the information the following: questioning
guest without • Handling complaints • Oral or written test
interruption. • Guest complaints
1.2 Details of the guest report
complaint or concern • Simulated working
are noted. area
1.3 Full attention is
given to the
complaining guest.
1.4 Guest complaint is
paraphrased to
determine if the
concern is correctly
understood

LO2. Apologize to the guests

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Sincere apology is Customers relation The trainee / student • Role Play Lecture- Simulation/Practical
offered for the must be provided with Discussion test with oral
disservice. the following: questioning
2. Empathy is shown to • Oral or written test
the guest to show • Guest complaints
genuine concern and report/scenario
consideration.
3. Excuses or blaming
others are avoided.
4. Gratitude is
expressed to the guest
for bringing the matter
up for attention.
LO3. Take proper action to the complaint

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
3.1 Appropriate action • Customer relations The trainee / student • Lecture-Discussion • Simulation/Practical
is taken regarding • Handling complaints must be provided with • Role Play test with oral
guest’s concerns. • Problem category the following: questioning
3.2 The right person or • Oral or written test
department who can • Guest complaints
solve the problem is report/scenario
informed for proper
action.
3.3 Difficult situations
or serious concerns
are elevated or
referred to higher
authority.
3.4 Problem is
followed-up to check
whether it solved or
not.

LO4. Record complaint

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.Complaint are 1.Listened and obtain The trainee/student 1.Modular self-paced Interview
documented according the entire story of the must be provided with 2. Electronic learning Observation
to the establishment complaint the following: 3. Industry immersion Demonstration of
standard procedures 2. Paraphrase the 1.Product placement 4. Demonstration practical skills
2. Persons concerned guest complaint 2. Correction 5. Film-viewing
are recognized and 3. Showed empathy 3. Addition
action taken are towards complaining 4. Proper endorsement
recorded guest
3. Feedback receive 4. Took action on the
from guests logged guest complaint
and collected 5. Recorded complaint
6. General service
principles/standards of
service
7. Sequence of service
8. Handling guests with
special needs
9. Dealing with difficult
customer/client
 TESDA-OP-CO-01-F13
(Rev.No.00-03/08/17)
LIST OF EQUIPMENT
(As listed in the respective TR)

Program:
Llorente Technical Institute (LTI)

Name of Equipment Specification Quantity Quantity Difference Inspectors

Required on Site Remarks
Menu folders Leather 4pcs 4pcs
Order pads Leather 4pcs 4pcs
Bill folder/change trays Plastic/steel 4pcs 4pcs
Waiter station/cabinet Wood style 1 unit 1 unit
Tray stand (optional), stainless steel 2pcs 2pcs
Square/rectangular tables (4’s/6’s) good for 2 4 sets 4 sets
person, wood/plastic
Round tables 8’s, wood/steel 2 sets 2 sets
Dining/banquet chairs Wood/steel 8pcs 8pcs
Note: Columns 1-4 to be filled out by Institutional/Company, Columns 5-6 to be filled out by PO/Expert
Continue in additional sheet.

Submitted by: Attested by:

GLIDE M. MONTALLANA MARISSA B. BORMATE

TVI/Company Representative TVI/Company Head
Date: Date:
Inspected by:

PO UTPRAS Focal Person Expert

Date: Date:
 TESDA-OP-COO1-F14
(Rev.No.00-03/08/17)

LIST OF TOOLS
(As listed in the respected TR)
Program:
Name of TVI/Company:
Name of Tools Specification Quantity Quantity Difference Inspectors
Required on Site Remarks
Coffee pot, 2 pint 2 unit 2 unit
Tea pot, 2 pint 2 unit 2 unit
Salt and pepper shakers 4 pcs 4 pcs
Service trays Round shape, 6 pcs 6 pcs
stainless steel
Silver platter Pure white, for 1 doz 1 doz
fine dining
Round (bar) trays Plastic/steel 8 pc 8 pcs
Tooth pick holder Steel/plastic 8 pc 8 pcs
Napkin holders Stainless steel 12 pcs 12 pcs
Sugar container Stainless steel 6 pcs 6 pcs
Creamer container Stainless steel 6 pcs 6 pcs
Sauce / gravy boats Stainless steel 8 pcs 8 pcs
Soup tureen Stainless steel 8 pcs 8 pcs
Peppermill Stainless steel 4 pcs 4 pcs
Food tongs Stainless steel 6 pcs 6 pcs
Sauce ladles Stainless steel 2pcs 2pcs
Soup ladles Stainless steel 2 pcs 2 pcs
Cake server Stainless steel 2 pcs 2 pcs
Water pitcher Glass type 6 pcs 6 pcs
Plate cover (room service) Round shape 8 pcs 8 pcs
stainless steel
Ice buckets with tongs Glass 2 pcs 2 pcs
Table cloth 54”x54, white and 4 pcs 4 pcs
Table skirting cloths White and tail blue 2 pcs 2 pcs
Rectangular table cloth White 2pcs 2pcs
Side towel White color 4 pcs 4 pcs
Cloth table napkin 16”x16” white 30pcs 30 pcs
Table napkin 16”x16,white color 30 pcs 30 pcs
Note: Columns 1-4 to be filled out by Institutional/Company, Columns 5-6 to be filled out by PO/Expert
Continue in additional sheet

Submitted by: Attested by:

GLIDE M. MONTALLANA MARISSA B. BORMATE

TVI/Company Representative TVI/Company Head
Date: Date:
Inspected by:

PO UTPRAS Focal Person Expert

Date: Date:
 TESDA-OP-CO-01-F15
(Rev.No.00-03/08/17)

LIST OF CONSUMABLE/MATERIALS
(As listed in the respected TR)

Program:
Name of TVI/COMPANY

List of Specification Quantity Quantity Difference Inspectors

Consumable/Materials Required on Site Remarks
Dinner plates, 10” Ceramic, pure white, for 2 doz 2 doz
fine dining
Show/service plate, 11-14” Ceramic, pure white, for 2 doz 2 doz
fine dining
Salad plates, 7-8” Ceramic, pure white, for 1 doz 1 doz
fine dining
Fish plates, 8-9” Ceramic, pure white, for 2 doz 2 doz
fine dining
Dessert plates, 7-8” Ceramic, pure white, for 1 doz 1 doz
fine dining
Side plate/bread plate, 6” Ceramic, pure white, for 2 doz 2 doz
fine dining
Soup plate/bowl Ceramic, pure white, for 2 doz 2 doz
fine dining
Cups and saucers 5-6oz Ceramic, pure white, for 2 doz 2 doz
fine dining
Dinner knives Stainless steel, for fine 2 doz 2 doz
dining
Dinner forks Stainless steel, for fine 2 doz 2 doz
dining
Salad knives Stainless steel, for fine 2 doz 2 doz
dining
Salad forks Stainless steel, for fine 2 doz 2 doz
dining
Fish knives Stainless steel, for fine 2 doz 2 doz
dining
Fish forks Stainless steel, for fine 2 doz 2 doz
dining
Soup spoon (cream and Stainless steel, for fine 2 doz 2 doz
consume) dining
Dessert forks Stainless steel, for fine 2 doz 2 doz
dining
Teaspoon Stainless steel, for fine 1 doz 1 doz
dining
Cocktail forks Stainless steel, for fine 2 doz 2 doz
dining
Service forks Stainless steel, for fine 2 doz 2 doz
dining
Service spoon Stainless steel, for fine 1 doz 1 doz
 dining
Steak knives Stainless steel, for fine 2 doz 2 doz
dining
Butter knives Stainless steel, for fine 2 doz 2 doz
dining
Oyster forks Stainless steel, for fine 2 doz 2 doz
dining
Red wine glasses Glass 2 doz 2 doz
White wine glasses Glass 2 doz 2 doz
Water goblet Glass 2 doz 2 doz
Juice glasses/Hi ball Glass 2 doz 2 doz
Champagne flute Glass 2 doz 2 doz
Collins glasses Glass 2 doz 2 doz
Pilsner glasses/ Ice tea Glass 2 doz doz
glasses
Note: Columns 1-4 to be filled out by Institution, Columns 5-6 to be filled out by PO/Expert
Continue in additional sheet.

Submitted by: Attested by:

GLIDE M. MONTALLANA MARISSA B. BORMATE

TVI/Company Representative TVI/Company Head
Date: Date:
Inspected by:

PO UTPRAS Focal Person Expert

Date: Date:
 TESDA-OP-CO-01-F16
(Rev.No.00-03/08/17)

LIST OF INSTRUCTIONAL MATERIALS/LIBRARY HOLDINGS

Program:
Name of TVI:

Title Classification Date of Publication No. of Copies Inspectors

Remarks
Local tourist Books 25 pcs
information
Magazines Creating and design 2 pcs
tourist
News papers Creating and design 2 pcs
tourist
Food and beverage Books 2 pcs
service
reference/textbooks
Note: classify whether journal, book, magazine, electronic materials available on electronic media or in the internet
Columns 1-4 to be filled out by Institutional/Company, Column 5 to be filled out by PO/Expert
Continue in additional sheet.

Submitted by: Attested by:

GLIDE M. MONTALLANA MARISSA B. BORMATE

TVI Representative TVI Head
Date: Date:

Inspected by:

PO UTPRAS Focal Person Expert

Date: Date: