CBC Food and Beverages NC II

TESDA-SOP CO-01-F07
COMPETENCY-BASED CURRICULUM
A. Course Design
Course Title: Food and Beverage Services NC II

Nominal Duration: 356 Hours
Qualification Level: National Certificate II
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: can communicate in basic English both oral and written

at least completed the 10-year basic education
can perform basic mathematical computation
Course Structure
Basic Competencies
18 No. of Hours
Unit of Competency Module Title Learning Outcomes Nominal

Duration
1. Participate in Participating in LO1 Obtain and convey workplace
workplace workplace information 4 hrs.
communication communication LO2 Speak English at a basic
operational level
LO3 Participate in workplace
meeting and discussion
LO4 Complete relevant work
related documents
2. Work in team Working in team LO1 Describe and identify team
environment environment role and responsibility in a team 4 hrs.
LO2 Describe work as a team
GIST
Food and Beverage Services NC II(Amended)
member
LO3 Work effectively with
colleagues
LO4 Work in a socially diverse
environment
3. Practice career Practicing career LO1 Integrate personal objectives
professionalism professionalism with organizational goals 6
LO2 Set and meet work priorities hrs.
LO3 Maintain professional growth
and development
4. Practice occupational Practicing occupational LO1 Evaluate hazard and risks
health and safety health and safety LO2 Control hazards and risks 4
procedures procedures LO3 Maintain occupational health hrs.
and safety awareness
LO4 Perform basic first-aid
procedures
Common Competencies
18 No. of Hours

Duration
1. Develop and Developing and LO1 Seek information on the
update industry updating industry industry 3hrs.
knowledge knowledge LO2 Update continuously
relevant industry
knowledge
LO3 Develop and update
local knowledge
LO4 Promote products and
services to customers
2. Observe Observing LO1 Follow hygiene

workplace workplace hygiene procedures 3
hygiene procedures LO2 Identify and prevent hrs.
procedures hygiene risk
3. Perform computer Performing LO1 Plan and prepare task

operations computer to be undertaken 4
operations LO2 Input data into a hrs.
computer
LO3 Assess information
using computer
LO4 Produce/ output data
GIST
using computer system
LO5 Maintain computer
system
4. Perform Performing LO1 Practice workplace

workplace and workplace and procedures for health, 4
safety practices safety practices safety and security Hrs.
practices
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
5. Provide effective Providing effective LO1 Greet customers

customer service customer service LO2 Identify needs of
4
customers
hrs.
LO3 Deliver service to
customer
LO4 Handle queries through
use of common business
tools and technology
LO5 Handle complaints/
conflict situations,
evaluation and
recommendations
Core Competencies
320 No. of Hours

Duration
1. Prepare the dining Preparing the LO1 Take table reservation

room/ restaurant dining room/ LO2 Prepare service
area for service restaurant area for stations and equipment 65
service LO3 Set-up the tables in the hrs.
dining area
LO4 Set the mood/ambiance
of the dining area
GIST
2. Welcome guests Welcoming guests LO1 Welcome and greet
and take food and and take food and guests
beverage orders beverage orders LO2 Seat the guest 45
LO3 Take food and hrs.
beverage orders
LO4 Liaise between kitchen
and service areas
3. Promote food and Promoting food LO1 Know the product

beverage products and beverage LO2 Undertake Suggestive 65
products selling Hrs.
LO3 Carry out Upselling
strategies
4. Provide food and Providing food and LO1 Serve food orders
beverage services to beverage services to LO2 Assist the diners 65
guests guests LO3 Perform banquet or Hrs.
catering food service
LO4 Serve beverage orders
LO5 Process payments and
receipts
LO6 Conclude food service
and close down dining
area
LO7 Manage intoxicated
persons
5. Provide room Providing room LO1 Take and process room

service service service orders 40 hrs.
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
6. Receive and Receiving and LO1 Listen to the complaint

handle guest concerns handling guest LO2 Apologize to the guest 40 hrs.
concerns LO3 Take proper action on
the complaint
LO4 Record complaint
GIST
UNIT OF COMPETENCY : PREPARE THE DINING
ROOM/RESTAURANT AREA FOR SERVICE
MODULE TITLE : PREPARING THE DINING

ROOM/RESTAURANT AREA FOR SERVICE
MODULE DESCRIPTOR : 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 : 55 Hours
QUALIFICATION LEVEL : NC II
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the students /trainees must be able to:
LO1 Take Table Reservations
LO2 Prepare Service Stations and Equipment
LO3 Set-up the Tables in the Dining Area
LO4 Set the mood/ambiance of the dining area
GIST
LO1 TAKE TABLE RESERVATIONS
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.
CONTENTS:
1. Took table reservations accurately
2. Identified and explained the use of the different food and beverage wares and equipment e.g.
Dinnerware, glassware, silverware etc.
3. Completed and prepared service or waiter’s station
4. Set up tables according to predetermined menu
5. Performed different table napkin folding styles
CONDITIONS/RESOURCES
Tools Equipment Materials/ Supplies

Cover/service plate Telephone Reservation sheet
Dinner plate/entrée plate Fax logbook
Fish plate Computer with internet Reservation Cards
Bread plate Service tray Napkins
Soup bowl/plate Gueridon Menu folders
Stem wares refrigerator Order slips
Footed wares Coffee maker Wine list
Tumbler/mugs Condiments
Dinner fork and spoon Toothpick
Soup spoon and butter knife Table cloth/placemats
Steak knife and fish fork Salt and Pepper shakers
Dessert fork and teaspoon
Soup taureen
Platters and coffee pots
teapots
GIST
METHODOLOGIES:
1. Written and/or oral questions to test candidate’s knowledge on the different tableware and
equipment and Station mise-en-place
2. Simulation/role play to test the candidate’s knowledge and skills in
taking reservations telephone skills
3. Practical/Demonstration for table setting, skirting and napkin folding
4. Demonstration to show the types of service
ASSESSMENT METHODS:
1. Written test/Oral Interview
2. Practical/Direct Observation
LO2 PREPARE SERVICE STATIONS AND EQUIPMENT
GIST
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:
and dry.
Soup taureen
teapots
METHODOLOGIES:
GIST
ASSESSMENT METHODS:
GIST
LO3 SET-UP THE TABLES IN THE DINING AREA
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:
and dry.
Soup taureen
teapots
GIST
METHODOLOGIES:
ASSESSMENT METHODS:
GIST
LO4 SET THE MOOD/AMBIANCE OF THE DINING AREA
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.
CONTENTS:
1. Knowledge in banquet set-up
Soup taureen
teapots
METHODOLOGIES:
GIST
ASSESSMENT METHODS:
GIST
UNIT OF COMPETENCY : WELCOME GUESTS AND TAKE FOOD AND
BEVERAGE ORDERS
UNIT DESCRIPTOR : This unit deals with the knowledge and skills
required in providing pre-meal services to the dining guests as
soon as they arrive in the foodservice facility. It covers the dining
room or restaurant service procedures before the food and
beverage orders are served. This unit involves the initial steps in
the sequence of service that includes the welcoming of guests,
seating the guests, taking food and beverage orders and liaising
between the kitchen and the service area.
LO1: Welcome and Greet Guests
LO2: Seat the Guests
LO3: Take Food and Beverage Orders
LO4: Liaise between Kitchen and Service Areas
GIST
LO1: WELCOME AND GREET GUESTS
1. Guests are acknowledged as soon as they arrive.
2. Guests are greeted with an appropriate welcome.
3. Details of reservations are checked based on established standard policy.
CONTENTS:
1. Welcomed and greeted the guests
2. Welcoming / greeting the guest protocol
Touch Screen POS system Checklist
Blank Order Slips
Docket System
Menu Forms
METHODOLOGIES:
ASSESSMENT METHODS:
GIST
LO2: SEATS THE GUEST
1. Guests are escorted and seated according to table allocations
2. Tables are utilized according to the number of party.
3. Guests are seated evenly among stations to control the traffic flow of guests in the dining room.
4. Cloth napkins are opened for the guests when applicable.
5. Water is served when applicable, according to the standards of the foodservice facility.
CONTENTS:
1. Steps procedure and rationale in seating the guest
Blank Order Slips
Docket System
Menu Forms
METHODOLOGIES:
ASSESSMENT METHODS:
LO3: TAKE FOOD AND BEVERAGE ORDERS
GIST
1. Guests are presented with the menu according to established standard practice.
2. Orders are taken completely in accordance with the establishment’s standard procedures.
3. Special requests and requirements are noted accurately.
4. Orders are repeated 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.
CONTENTS:
1. Take food / beverage order
2. Present the menu to guests
Blank Order Slips
Docket System
Menu Forms
METHODOLOGIES:
ASSESSMENT METHODS:
LO4: LIAISE BETWEEN KITCHEN AND SERVICE AREAS
GIST
1. Orders are placed and sent to the kitchen promptly.
2. Quality of food is checked in accordance with establishment standards
3. Tableware is checked for chips, marks, cleanliness, spills, and drips plates and/or trays are carried
out safely.
4. Colleagues are advised promptly regarding readiness of items for service information about
special requests, dietary or cultural requirements is relayed accurately to kitchen where
appropriate.
5. Work technology are observed according to establishment standard policy and procedures.
CONTENTS:
1. Workflow structures within a food and beverage service location
2. Communication and interpersonal skills
3. Roles and responsibilities in the food service team
Blank Order Slips
Docket System
Menu Forms
METHODOLOGIES:
2. Simulation/role play to test the candidate’s knowledge and skills in taking reservations telephone
skills.
ASSESSMENT METHODS:
UNIT OF COMPETENCY : PROMOTE FOOD AND BEVERAGE PRODUCTS
GIST
required in providing advice to customers on food and beverage
products in foodservice enterprises.
LO1: Know the Product
LO2: Undertake Suggestive Selling
LO3: Carry out Up selling strategies
LO1: KNOW THE PRODUCT

GIST
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.
5. Common food allergens are mastered to prevent serious health consequences.
CONTENTS:
1. Menu familiarization
2. Types of Menus
3. Food pairing
4. Beverage pairing
5. Suggestive selling techniques and principles
6. Upselling techniques
7. Food allergen
8. Demonstrated ability to apply relevant food and beverage product knowledge
9. Provided advice on food and beverage compatibility
10. Demonstrated ability to apply up selling products knowledge.
11. Basic communication skill
12. Ability to apply selling technique
13. Ability to make suggestions and recommendations in line with customer wants and needs
Computer with internet FBS Reference book
Recipes and menus
Menu Card
Trade shows and exhibitions
Food and cooking
demonstration
METHODOLOGIES:
skills.
GIST
ASSESSMENT METHODS:
LO2: UNDERTAKE SUGGESTIVE SELLING

1. Information about the food items are provided in clear explanations and descriptions.
2. Items on specials or promos are offered to assist guests with food and beverage
3. Name of specific menu items are suggested to guests rather than just mentioning the general
categories in the menu to help them make the choice and know what they want.
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
GIST
CONTENTS:
1. Appropriate combinations of food and beverage based on the following:
- Customer preferences
- Traditional combinations of foods and beverages
- Special dietary requirements
- Special cultural needs
2. National/local Act related to service of food and beverage
Recipes and menus
Menu Card
Food and cooking
demonstration
METHODOLOGIES:
skills.
ASSESSMENT METHODS:
GIST
LO3: CARRY OUT UPSELLING STRATEGIES
1. Slow moving but highly profitable items are suggested to increase guest check.
2. Second servings of items ordered are offered.
3. Food portion or size is mentioned for possible adjustments with the orders.
4. New items are recommended to regular guests to encourage them to try other items in the menu
CONTENTS:
1. Menu familiarization
2. Types of Menus
3. Food pairing
4. Beverage pairing
5. Suggestive selling techniques and principles
GIST
6. Upselling techniques
7. Food allergen
8. Demonstrated ability to apply relevant food and beverage product knowledge
9. Provided advice on food and beverage compatibility
10. Demonstrated ability to apply up selling products knowledge.
11. Basic communication skill
12. Ability to apply selling technique
13. Ability to make suggestions and recommendations in line with customer wants and needs
Recipes and menus
Menu Card
Food and cooking
demonstration
METHODOLOGIES:
skills.
ASSESSMENT METHODS:
GIST
UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICE TO
GUESTS
UNIT DESCRIPTOR : 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.
LO1. Serve Food Orders
LO2. Assist the Diners
GIST
LO3. Perform banquet or catering food service
LO4. Serve Beverage Orders
LO5. Conclude food service and close down dining area
LO1: SERVE FOOD ORDERS
1. Food orders are picked up promptly from service areas.
2. Food orders are checked for presentation and appropriate garnish and accompaniments.
3. Food orders are served to the right guests 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.
CONTENTS:
1. Sequence table serving ( a la carte, la carte fine dining with wine service
GIST
2. Safety practices and precautionary measures in serving guest orders
Wines Gueridon Cart Table napkin
Dinnerware Water station cabinet Module
Glassware Oval tray with stand Manuals
Flatware Wine bucket with stand Hand outs
Hollowware
Coffee pots
Cork screw or wine opener
METHODOLOGIES:
A. Written and/or oral questions to test candidate’s knowledge on:
The sequence of service
Different food service styles
Banquet service
Beverage service
Assisting the dining guests
B. Demonstration with questioning on
Sequence of service
Food service styles
How to present, open and serve wine in front of the guest
ASSESSMENT METHODS:
GIST
LO2: ASSIST THE DINERS
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.
CONTENTS:
1. Completeness of table set-up

2. Balance and Uniformity of utensils used
3. Order of the utensils
GIST
4. Eye appeal
5. Timeliness
Hollowware
Coffee pots
METHODOLOGIES:
a. Written and/or oral questions to test candidate’s knowledge on:
Banquet service
Beverage service
b. Demonstration with questioning on
Sequence of service
Food service styles
ASSESSMENT METHODS:
GIST
LO3: PERFORM BANQUET OR CATERING FOOD SERVICE
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.
CONTENTS:
1. Performed the various styles of food service

3. Demonstrated service principles
4. Explained the sequence of service
GIST
5. Opened wine bottles in front of a guest
6. Described banquet service
7. Explained closing duties
8. Different Food service styles
9. General service principles
10. Sequence of service
11. Food safety principles
Hollowware
Coffee pots
METHODOLOGIES:
Banquet service
Beverage service
Sequence of service
Food service styles
ASSESSMENT METHODS:
GIST
LO4: SERVE BEVERAGE ORDERS
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.
CONTENTS:
1. Sequence table serving ( a la carte, la carte fine dining with wine service
2. Safety practices and precautionary measures in serving guest orders

GIST
Hollowware
Coffee pots
METHODOLOGIES:
Banquet service
Beverage service
Sequence of service
Food service styles
ASSESSMENT METHODS:
GIST
LO5: CONCLUDE FOOD SERVICE AND CLOSE DOWN DINING AREA
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:
1. Procedures in re-setting tables
2. Safety practices in resetting the table

Hollowware
Coffee pots
METHODOLOGIES:
GIST
Banquet service
Beverage service
Sequence of service
Food service styles
ASSESSMENT METHODS:
UNIT OF COMPETENCY : PROVIDE ROOM SERVICE
UNIT DESCRIPTOR : 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.
Upon completion of this module, the trainee/ student must be able to:
LO 1. Take and process room service orders
LO 2. Set-up trays and trolleys
LO 3. Present room service meals and beverages to guest
LO 4. Present room service accounts
LO 5. Clear room service area
GIST
LO 1. TAKE AND PROCESS ROOM SERVICE ORDERS
1. Answer telephone with proper telephone etiquettes
2. Check name of customer during interaction
3. Clarifies, repeat and checks details accurately
4. Uses selling techniques when appropriate
5. Advise clients of approximate time of delivery
6. Records service orders according to establishment’s standards
7. Interprets room service orders received from doorknob dockets
8. Promptly transfer orders in appropriate location for preparation
CONTENT:
1. Taking room service orders
CONDITIONS:
Student/ trainee must be provided with the following:
Telephone Pen and paper
Guidelines
GIST
Instructions
METHODOLOGY:
 Modular (self-paced)
 Electronic learning
 Industry Immersion
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:
 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination
LO 2 SET-UP TRAYS AND TROLLEYS
1. Prepare food and beverage items in accordance to establishment standards
2. Prepare general service equipments according to establishment standards
3. Set up trolleys and trays for variety of meals in accordance to set-up presentation and
establishment standards
4. Selects and checks equipment and materials for cleanliness and damages
5. Food and beverages are promptly collected based on establishment procedures
6. Checks orders before leaving the kitchen for delivery
CONTENT:
1. Equipment and material selection and set-up
CONDITIONS:
butlers Trolley hand towels
condiments pen and paper
cutlery beverages
glassware
GIST
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:
 Observation
LO 3. PRESENTS ROOM SERVICE MEALS AND BEVERAGES TO GUESTS
1. Knocks guest’s room courteously
2. Greets guest upon entry of the room in accordance to establishment’ standards
3. Consults guest as to where the tray is laid or where to position trolley inside the room
CONTENT:
1. Room service meal delivery and serving
CONDITIONS:
trays trolleys linen
toasters glassware
warming equipment/ lids table appointments
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
GIST
LO 4. PRESENT ROOM SERVICE ACCOUNTS
1. Check guest account accurately
2. Presents account in accordance to establishments’ procedures
3. Presents cash payment to cashier for processing in accordance to establishments’
guidelines
4. Presents charge accounts to guest for signing based on establishments’ procedure.
CONTENT:
1. Billing of guest
CONDITIONS:
Pen and paper
Cashier’s receipt
guidelines
instructions
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

GIST
 Observation
LO 5. CLEAR ROOM SERVICE AREA
1. Checks and clear floors in accordance with establishment’s policy and guidelines
2. Returns trays and trolleys to the room service in accordance to company procedures
3. Re-stocks food and beverage and equipments in accordance to establishment’s policy
4.
CONTENT:
1. Clean room service area
CONDITIONS:
trays trolleys linens
toasters table appointments
warming equipments glassware
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
GIST
UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST CONCERNS
required in receiving and handling guest complaints.
Upon completion of this module, the trainee/ student 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
GIST
LO1. LISTEN TO THE COMPLAINT
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.
CONTENT:
1. Guest complaint
2. Empathy
3. Appropriate actions
4. Record complaint
CONDITIONS:
 Actual documents or records of guest complaints
 Feedback forms
METHODOLOGY:
 Lecture
 Discussion
 Role Play
ASSESSMENT METHOD:
 Role play/Simulation to test candidate’s knowledge and skills in listening to guest
complaints, paraphrasing concerns and taking action on the guest complaint.
GIST
LO2. APOLOGIZE TO THE GUEST
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:
 Agree truthfully to minor points
 Express sincere regret
 Thank the guest for bringing up the matter
 Do not take offense when guest complains
 Approach with friendly spirit
CONDITIONS:
 Feedback forms
METHODOLOGY:
 Lecture
 Discussion
 Role Play
ASSESSMENT METHOD:
GIST
LO3. TAKE PROPER ACTION ON THE COMPLAINT
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:
1. Product replacements
2. Correction
3. Addition
4. Proper endorsement
CONDITIONS:
 Feedback forms
METHODOLOGY:
 Lecture
 Discussion
 Role Play
ASSESSMENT METHOD:
GIST
LO4. RECORD COMPLAINT
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:
 Agree truthfully to minor points
 Express sincere regret
 Thank the guest for bringing up the matter
 Do not take offense when guest complains
 Approach with friendly spirit
CONDITIONS:
 Feedback forms
METHODOLOGY:
 Lecture
 Discussion
 Role Play
ASSESSMENT METHOD:
GIST

CBC Food and Beverages NC II

Caricato da

Informazioni sul documento

Copyright

Formati disponibili

Condividi questo documento

Condividi o incorpora il documento

Opzioni di condivisione

Hai trovato utile questo documento?

Questo contenuto è inappropriato?

Copyright:

Formati disponibili

CBC Food and Beverages NC II

Caricato da

Copyright:

Formati disponibili

TESDA-SOP CO-01-F07

Course Title: Food and Beverage Services NC II

Requirements: can communicate in basic English both oral and written

Unit of Competency Module Title Learning Outcomes Nominal

Unit of Competency Module Title Learning Outcomes Nominal

2. Observe Observing LO1 Follow hygiene

3. Perform computer Performing LO1 Plan and prepare task

4. Perform Performing LO1 Practice workplace

5. Provide effective Providing effective LO1 Greet customers

Unit of Competency Module Title Learning Outcomes Nominal

1. Prepare the dining Preparing the LO1 Take table reservation

3. Promote food and Promoting food LO1 Know the product

5. Provide room Providing room LO1 Take and process room

6. Receive and Receiving and LO1 Listen to the complaint

MODULE TITLE : PREPARING THE DINING

MODULE DESCRIPTOR : This unit covers the knowledge and skills

NOMINAL DURATION : 55 Hours

SUMMARY OF LEARNING OUTCOMES:

LO1 Take Table Reservations

LO2 Prepare Service Stations and Equipment

LO3 Set-up the Tables in the Dining Area

LO4 Set the mood/ambiance of the dining area

Tools Equipment Materials/ Supplies

LO2 PREPARE SERVICE STATIONS AND EQUIPMENT

NOMINAL DURATION : 55 Hours

SUMMARY OF LEARNING OUTCOMES:

LO1: Welcome and Greet Guests

LO2: Seat the Guests

LO3: Take Food and Beverage Orders

LO4: Liaise between Kitchen and Service Areas

LO3: TAKE FOOD AND BEVERAGE ORDERS

LO4: LIAISE BETWEEN KITCHEN AND SERVICE AREAS

UNIT OF COMPETENCY : PROMOTE FOOD AND BEVERAGE PRODUCTS

NOMINAL DURATION : 55 Hours

SUMMARY OF LEARNING OUTCOMES:

LO1: Know the Product

LO2: Undertake Suggestive Selling

LO3: Carry out Up selling strategies

LO1: KNOW THE PRODUCT

LO2: UNDERTAKE SUGGESTIVE SELLING

1. Appropriate combinations of food and beverage based on the following:

NOMINAL DURATION : 55 Hours

SUMMARY OF LEARNING OUTCOMES:

LO1. Serve Food Orders

LO2. Assist the Diners

LO4. Serve Beverage Orders

LO5. Conclude food service and close down dining area

LO1: SERVE FOOD ORDERS

1. Completeness of table set-up

1. Performed the various styles of food service

Tools Equipment Materials/ Supplies

Tools Equipment Materials/ Supplies

UNIT OF COMPETENCY : PROVIDE ROOM SERVICE

NOMINAL DURATION : 55 Hours

SUMMARY OF LEARNING OUTCOMES:

LO 1. Take and process room service orders

LO 2. Set-up trays and trolleys

LO 3. Present room service meals and beverages to guest

LO 4. Present room service accounts

LO 5. Clear room service area

 Interview (oral/ questionnaire)

LO 3. PRESENTS ROOM SERVICE MEALS AND BEVERAGES TO GUESTS

 Interview (oral/ questionnaire)

 Interview (oral/ questionnaire)