3rd Floor Rosario Uy Bldg.

, San Jose Street,

Goa, Camarines Sur

Learning Module

Module Title

Unit of Competency
COC2- Welcoming Guests and Take Food & Beverage Orders

Sector
TOURISM

1 | FBS NCII - Welcoming Guests and Take Food & Beverage Orders - Learning Module
 320 Hours
Contents of this Learning Module

No. Unit of Competency Module Title Code

1 Prepare the Dining Preparing the dining TRS512387

Room/Restaurant Area for room/restaurant area for
Service service

2 Welcome guests and take Welcoming guests and TRS512388

food and beverage orders take food and beverage
orders

3 Promote food and beverages Promoting food and TRS512389

products beverages products

4 Provide food and beverage Providing food and TRS512390

services to guests beverage services to
guests

5 Provide room service Providing room service TRS512391

6 Receive and handle guests Receiving and handle TRS512392

concerns guests concerns

2 | FBS NCII - Welcoming Guests and Take Food & Beverage Orders - Learning Module
 CURRICULUM
CONNECTION

Welcome to the module in FOOD & BEVERAGE SERVICES NCII QUALIFICATION.

This module contains training materials and activities for you to complete.
The unit of competency “Welcome guests and take food and beverage
orders” contains knowledge, skills and attitude required for TRAINEES.
You are required to go through, a series of learning activities in order to
complete each learning outcome of the module. Each has learning outcome. Then
follow these activities on your own. If you have questions, don’t hesitate to ask your
facilitator for assistance.
The goal of this course is the development of practical skills in supervising
work-based training. Tools in planning, monitoring and evaluation of work-based
training shall be prepared during the workshop to support in the implementation of
the training program.
This module is prepared to help you achieve the required competency, in
“FOOD AND BEVERAGE SERVICES NCII”.
This will be the source of information for you to acquire knowledge and skills in
this particular competency independently and at your own pace, with minimum
supervision or help from your facilitator.

Remember to:
 Work through all the information and complete the activities in each section.
 Read information sheets and complete the self-check. Answer keys are
included in this package to allow immediate feedback. Answering the self-
check will help you acquire the knowledge content of this competency.
 Perform the task sheets and job sheets until you are confident that your
output conforms to the performance criteria checklist that follows the sheets.
 Submit outputs of the task sheets and job sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall serve
as your portfolio during the institutional competency evaluation.

A certificate of achievement will be awarded to you after passing the evaluation.

You must pass the institutional competency evaluation for this competency before
moving to another competency.

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Check food service area and customer facilities for cleanliness prior to service, in
accordance with enterprise procedures, and where required, take corrective
actions.

Introduction
Staff working in a food and beverage facility will be
responsible for checking the food and beverage
area prior to opening/service to ensure its
cleanliness and, where required, to take corrective
action.
In most establishments, employees are rostered on
a minimum of half an hour depending on bookings
and the size of the facility before a shift starts, to
prepare a restaurant/dining area for service.
The preparation of a restaurant is vital for the efficient and successful running of any
meal shift. Things need to be checked, stocked, positioned and cleaned before a
restaurant opens to the public, and if a restaurant is unprepared, service may be
slow, inefficient and seen as unprofessional by the customer, who then may decide
not to return.
You need to be ready for service when the doors open – otherwise you always seem
to be playing catch-up, and never get on top of what needs to be done.
Cleaning and checking the restaurant area

All areas need to be checked for cleanliness or cleaned prior to service.

Most establishments employ cleaners to do the bulk of the cleaning during the hours
the area is closed. However, throughout the day, certain areas must be monitored
for their ongoing cleanliness and any problem areas must be rectified promptly.
These problems cannot wait until the daily major cleaning service.
These procedures follow any establishment schedule. They cover a wide diversity of
tasks and equipment. The size of the venue, the number of staff, the number of
covers, layout, service style and opening hours will all impact on the cleaning and
checking that are required.
Areas to check for cleanliness may include:
Furniture – tables and chairs
Wall hangings – pictures or displays
Fixtures – light fittings and door knobs
Plants – indoor plants and pots
Glass – windows, panels and doors
Floor – carpet and tiled areas
Work stations – waiter’s sideboard

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Toilets – rest areas
Operating equipment such as coffee machine, carving trolley, toaster, bar chiller,
bar blender etc..
Checking and cleaning customer facilities

Facilities can say a lot about the hygiene levels and standards of an establishment.
Customers dislike visiting facilities in a venue that are messy or unclean, and often
infer things about other areas of the property based on what they find in these
public areas.
It is therefore very important to keep these areas clean. Waiting staff cannot afford
to adopt a view that says ‘these are not my areas – it’s not up to me’.
They are – and it is!
Customer facilities may include the waiting area, the toilets, non-smoking areas and
external areas.

Waiting area
This area is used to seat customers who may be waiting for a table, or waiting for
other guests to arrive.
Waiting areas usually have seating, offer written material for customers to read, and
have some of view to keep customers engaged while they are waiting.
Waiting areas may also have a cloakroom to store customers’ property. It is vital for
cloakrooms to be clean and well-maintained in order to reduce the risk of
damaging customers’ property, and to create an initial impression of care and
attention to detail throughout the entire property.

Toilets
The restroom area must be kept clean at all times and well-stocked with the
necessary items.
Depending on the number of patrons, some restroom areas can get quite messy
during service.
A Cleaning Schedule and Checklist for the individual facility should be prepared
and used to guide inspections of toilets.
The following areas in a restroom must be checked
for cleanliness and stocked before service and
regularly throughout a shift. Checks should include:
Benches – making sure they are free from water,
soap scum, tissues and glassware
Toilet cubicles – checking they are stocked with
toilet paper; the toilet bowl and seat must be
clean
Urinal – checking they are clean and in good working order and deodorant blocks
supplied where appropriate
Hand towel dispenser – making sure it is stocked with woven paper towels

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Hand dryer – verifying it is clean and in good working order
Soap and sanitiser – checking to ensure sufficient supply
Waste paper basket – emptying it as required and ensuring it is not overflowing, and
is fitted with a bin liner that is in good order
Floor – making sure it is clean and free from rubbish and liquid spillage
Making sure the area has a clean and hygienic smell.
Work within guidelines for Occupational Safety and Health (OSH) regarding cleaning
toilet areas, such as wearing disposable gloves, taking all necessary measures to
protect yourself against injury when dealing with chemicals, being alert to the
possibility that needles may have been disposed of in the toilet cubicles or in the
waste bins.

Smoking areas
The main cleaning of this area should have been
done by the cleaning staff but your role may
include:
Checking that the cleaning of this area has been
done – and arranging for supplementary
cleaning where required
Doing spot cleaning of areas and items that
require it – the cleaners may not always clean this area to the standard you
want, or which is required
Placing ashtrays in the area – on tables, on the floor
Placing advertising material in the area – to promote the food and beverages
available, and to promote upcoming events, special occasions etc.
Watering plants in the area.
Again a Cleaning Schedule and Checklist for the individual smoking area should be
prepared and used to guide inspections.

Prepare and adjust the environment to ensure comfort and ambience for customers,
as appropriate

The ambience and comfort level of a restaurant must be taken into consideration
when preparing for service.
It should also be continuously monitored during service to
ensure it is inline with policy and requirements. Most
venues will have set requirements in relation to:
The temperature settings on the climate control/air
conditioning systems
The lights that have to be turned on or off
The level at which sound systems operate.

Comfort and ambience

6 | FBS NCII - Welcoming Guests and Take Food & Beverage Orders - Learning Module
Some of the factors in achieving a high level of customer comfort and creating the
required ambience include:
Restaurant temperature set at a comfortable
level taking into account the outside
temperatures. Some properties set a constant
level year round. An accepted temperature
range for dining areas is 20ºC - 26ºC, while
other properties will make the room cooler
during summer and warmer during winter.
Generally speaking, the temperature level should
be a ‘set and forget’ issue. If the temperature
has to be altered, permission to do so may be
required from management before adjustments are made.
Lighting adjusted according to the time of day and the establishment style. Lighting
is a main way in which ambience is created and the combination of up lights
and down lights, the use of dimmer and coloured lights all combine to produce a
required setting.
In some establishments, quick-tempo music is played to encourage guests to eat
quicker thereby increasing the possibility of selling a table more than once per
session. In other venues, the music is deliberately chosen
to provide a more relaxed and slower-paced
environment.
Table decorations and floor displays
Decorations help create the atmosphere for the room
and may be themed to reflect the name of the
venue/room, or to reflect the interests of the customers
who eat and drink
Floor displays are used to motivate customers to buy
products (food and beverage items such as wines,
cocktails or a nominated menu item), or to promote
another part of the venue or to promote an upcoming
special event in the dining area or bar (such as Mother’s
Day, a Seafood Night or Valentine’s Day).

Set up any furniture according to enterprise requirements, customer requests and

customer and staff convenience and safety
Another major task in preparing a food and beverage
service area for service is to set up the furniture in the
room.
‘Furniture’ primarily refers to tables and chairs.
The room may be set up:
In a standard fashion – where it is set exactly the same
for each session regardless of bookings, day of the week, time of the day
To reflect the identified service session needs.

7 | FBS NCII - Welcoming Guests and Take Food & Beverage Orders - Learning Module
Check and prepare equipment for service

Introduction
Various pieces of equipment need to be used during the
service of a meal shift, and all these should be checked for
cleanliness and correct operating efficiency before service
sessions commence.
All equipment must be cleaned and used in accordance
with the manufacturer’s instructions. Failure to clean or use
this equipment as per manufacturer’s instructions can result
in expensive damage being done to these items.
Items that are unclean, unsafe or not operating properly
should be removed from service.

Cutlery
A wide range of cutlery can be used in a food and beverage facility: the following
are commonly used items:

Cutlery Chart

Large Knife – Main Large Spoon. –

course. Serving.

Small Knife – Entrée Medium Spoon –

course, buttering, Desserts and pasta.
pâté, cheese and
fruit.

Steak Knife – Steak. Soup Spoon (round) –

Soup.

Fish Knife – Fish (and Small Spoon (tea) –

some seafood items) Teas, coffee, prawn
and lifting delicate cocktails, ice cream,
items. sugar coupes and
sorbets.

Cheese Knife. Parfait Spoon (long

handle) – Desserts
and ice cream.

8 | FBS NCII - Welcoming Guests and Take Food & Beverage Orders - Learning Module
Cutlery Chart

Carving Knife – Escargot Tongs –

Slicing roast and Snails.
cutting large items.

Bread Knife – Slicing Lobster Picks –

bread and rolls. Lobster/crayfish.

Large Fork – Main Lobster Cracker –

course and serving Lobster/crayfish/

Small Fork – Entree, Gateau Slice – Cakes

pasta, salad, dessert and flans
and fruit.

Fish Fork – Oysters Ladle – Soup and

and prawn cocktails. sauces

Long Pronged Fork –

Snails (Escargot).

9 | FBS NCII - Welcoming Guests and Take Food & Beverage Orders - Learning Module
A common procedure to polish cutlery is as follows:
1. Separate the cutlery into the different types
2. Take a handful of cutlery, holding it by the handles,
and dip the ends into a bucket full of hot water and
lemon
3. Using a clean, lint-free cloth, polish the service end
of the cutlery
4. Continue this procedure until all cutlery is polished
5. Place the cutlery, handles up, in the service position, either on a table or at the
waiter’s station. Polished cutlery should always be placed on an underplate to
be taken to the table for set up
6. Do not touch the top of the item that goes
into the customer’s mouth.
Certain cutlery items must be cleaned and
polished according to manufacturer’s
instructions.

Crockery
The type of crockery used by an establishment
can vary depending on the menu items offered,
the style of service provided and the required image the property wishes to create.
Crockery may be ‘badged’ with the name of the venue, or be unbadged.
Traditionally, crockery is white, but many colour options exist that can be used to
blend with a theme.

Standard types of crockery are:

Crockery Chart

Side Plate Cappuccino Set

10 | FBS NCII - Welcoming Guests and Take Food & Beverage Orders - Learning Module
Crockery Chart

Fruit Plate Tall Tea Cup

Dessert Plate Stackable Set

Entrée Plate Coffee Set

Main Plate Saucers

Show Plate Tea Pot

11 | FBS NCII - Welcoming Guests and Take Food & Beverage Orders - Learning Module
Crockery Chart

Platter Coffee Pot

Soup Bowl Consommé Bowl

Breakfast Bowl Bouillon Cup

Cloche/Dome Salad bowl

Salt and Pepper

Soup Tureen
Grinders

12 | FBS NCII - Welcoming Guests and Take Food & Beverage Orders - Learning Module
Crockery Chart

Sugar Bowl Sauce Boat

Milk Jug Escargot Plate

Bud Vase Oyster Plate

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