Sector : Tourism Sector

Qualification Title : Food and Beverage Services NC II

Unit of Competency: Provide Room Service

Module Title : Providing Room Service

BIT International College

Gallares Street, Tagbilaran City
Main Campus
 Plan
Training
Session

Date Developed: Document No.

February 2019 Issued by:
Date Revised:
Food and Page: 1 of
BIT
Beverage NC 250
Developed by: International
II
Marilou N. Bitasolo College

Revision #
Data Gathering Instrument for Trainee’s Characteristics
Please answer the following instrument according to the
characteristics described below. Encircle the letter of your answer that best
describes you as a learner. Blank spaces are provided for some data that
need your response.
Name: Madelyn S. Denulan
Characteristics of learners

Language, Average grade in: Average grade in:

literacy and English Math
numeracy (LL&N)
a. 95 and above a.95 and above
b 90 to 94 bb. 90 to 94
c. 85 to 89 c. 85 to 89
d. 80 to 84 d. 80 to 84
e. 75 to 79 e. 75 to 79

Cultural and Ethnicity/culture:

language a. Boholano
background
b. Waray
c. Muslim
c. Ibaloy
d. Others( please specify) NONE

Education & Highest Educational Attainment:

general a. High School Level
knowledge
b. High School Graduate
c. College Level
d..
d. College Graduate
e. with units in Master’s degree
f. Masteral Graduate
g. With units in Doctoral Level
h. Doctoral Graduate
Sex
a.a. Female

b. Male

Date Developed: Document No. 02456

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Page 2 of 250
Beverage
Developed by:
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Services NC II
Marilou N. Bitasolo College
Revision #
 Characteristics of learners
Age Your age: 25
Physical ability 1. Disabilities(if any) NONE
2. Existing Health Conditions (Existing illness
if any)

a.
a. None
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others(please specify)

Previous Work experience related to Food and Beverage

experience with NC II
the topic a. Food and Beverage Attendant – 1 year
b. Teaching experience – 2 years

Previous List down trainings related to Food and

learning Beverage NC II
experience
Food Safety and Sanitation Training

National Certificates acquired and NC level

Training Level
completed None

Special courses Other courses related to qualification

a. Units in education
b. Master’s degree units in education
c. Others(please specify) NONE

Learning styles a.
a. Visual - The visual learner takes mental
pictures of information given, so in order for this
kind of learner to retain information, oral or
written, presentations of new information must
contain diagrams and drawings, preferably in
color. The visual learner can't concentrate with a
lot of activity around him and will focus better
and learn faster in a quiet study environment.
b. Kinesthetic - described as the students in the
classroom, who have problems sitting still and
who often bounce their legs while tapping their
Date Developed: Document No. 02456
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Services NC II
Marilou N. Bitasolo College
Revision #
 Characteristics of learners

fingers on the desks. They are often referred to as

hyperactive students with concentration issues.

c.
c. Auditory- a learner who has the ability to
remember speeches and lectures in detail but
has a hard time with written text. Having to read
long texts is pointless and will not be retained by
the auditory learner unless it is read aloud.
d. .
d. Activist - Learns by having a go
e. Reflector - Learns most from activities
where they can watch, listen and then review
what has happened.
f. Theorist - Learns most when ideas are
linked to existing theories and concepts.
g. Pragmatist - Learns most from learning
activities that are directly relevant to their
situation.
Other needs a. Financially challenged
b. Working student
c. Solo parent
d. Others(please specify) None

Date Developed: Document No. 02456

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Marilou N. Bitasolo College
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FORM 1.1 SELF-ASSESSMENT CHECK

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
BASIC COMPETENCIES
CAN I…? YES NO
1. Participate in workplace communication
1.1. Obtain and convey workplace information? √
1.2. Speak English at a basic operational level? √
1.3. Participate in workplace meeting and discussion? √
1.4. Complete relevant work related documents? √
2. Work in a team environment
2.1. Describe team role and scope? √
2.2. Identify own role and responsibility within team? √
2.3. Work as a team member? √
2.4. Work effectively with colleagues? √
2.5. Work in socially diverse environment? √
3. Practice career professionalism
3.1. Integrate personal objectives with organizational √
goals?
3.2. Set and meet work priorities? √
3.3. Maintain professional growth and development? √
4. Practice occupational health and safety procedures
4.1. Identity hazards and risks? √
4.2. Evaluate hazards and risks? √
4.3. Control hazards and risks? √
4.4. Maintain occupational health and safety awareness? √
4.5. Perform basic first-aid procedures? √

Date Developed: Document No. 02456

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Services NC II
Marilou N. Bitasolo College
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COMMON COMPETENCIES
CAN I…? YES NO
1.Develop and update Industry Knowledge
1.1 Identify and access key resources of information on the √
industry?
1.2 Access, apply and share industry information? √
1.3 Update continuously relevant industry knowledge? √
2.OBSERVE WORKPLACE HYGIENE PROCEDURES
2.1 Practice personal grooming and hygiene? √
2.2 Practice safe and hygienic handling, storage and √
disposal of food, beverage, and materials?
2.3 Identify and respond to hygienic risk? √
2.4 Cleaning and disinfectant? √
3.Perform Computer Operations
3.1 Plan and prepare the task to be undertaken? √
3.2 Input data into the computer? √
3.4 Access information using computer? √
3.5 Produce output data using computer system? √
3.6 Maintain computer equipment and system? √
4.Perform workplace safety practices
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 situations? √

4.5 Maintain safe personal presentation standards? √

5.Provide Effective Customer Service
5.1 Greet customer √
5.2 Identify needs of customers? √
5.3 Deliver service to customer? √
Date Developed: Document No. 02456
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Beverage
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Services NC II
Marilou N. Bitasolo College
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COMMON COMPETENCIES
CAN I…? YES NO
5.4 Handle queries through use of common business tools √
and technology?
5.5 Handle complaints/ conflict situations, evaluation and √
recommendations
CORE COMPETENCIES
CAN I…? YES NO
1. Prepare Dining Room / Restaurant Area for Service
1.1 Take table reservations? √
2.2 Prepare service stations and equipment? √
2.3 Set up the tables in the dining area? √
2.4 Set the mood/ambiance of the dining area? √
2. Welcome and Take Food and Beverage Orders
2.1 Welcome and greet guests? √
2.2 Seat the guests? √
2.3 Take food and beverage orders? √
2.4 Liaise between kitchen and service areas? √
3. Promote Food and Beverage Products
3.1 Know the product? √
3.2 Undertake Suggestive selling? √
3.3 Carry out upselling strategies? √
4. Provide food and beverage services to guests
4.1 Serve food orders? √
4.2 Assist the diners? √
4.3 Perform banquet or catering food service? √
4.4 Serve Beverage Orders? √
4.5 Process payments and receipts? √
4.6 Conclude food service and close down dining area? √
4.7 Manage intoxicated persons? √
5. Provide room service
5.1 Take and process room service orders? √
5.2 Set up trays and trolleys? √

Date Developed: Document No. 02456

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Food and Date Revised:
Page 7 of 250
Beverage
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Services NC II
Marilou N. Bitasolo College
Revision #
COMMON COMPETENCIES
CAN I…? YES NO
5.3 Present and serve food and beverage orders to guests? √

CORE COMPETENCIES
CAN I…? YE NO
S
5.4 Present room service account? √
5.5 Clear away room service equipment? √
6. Receive and handle guest concerns
6.1 Listen to the complaint? √
6.2 Apologize to the guest? √
6.3 Take proper action on the complaint? √
6.4 Record complaint? √

Date Developed: Document No. 02456

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Food and Date Revised:
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Services NC II
Marilou N. Bitasolo College
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Evidences/Proof of Current Competencies

Form 1.2: Evidence of Current Competencies acquired related to

Job/Occupation

Means of
Current competencies Proof/Evidence
validating
BASIC
1. Participate in workplace communication
1.1. Obtain and convey workplace Showed original
information COE, called up
Certificate of
issuing company
1.2. Participate in workplace Employment
to verify
meetings and discussions TOR/Diploma authenticity,
1.3. Complete relevant work conducted
related documents interview
1.4. Practice occupational health
and safety procedures
2. Work in a team environment
2.1. Describe as a team role and
scope Showed original
2.2. Identify own role and COE, called up
Certificate of
responsibility within the team issuing company
Employment
to verify
2.3. Work as a team member TOR/Diploma authenticity,
2.4. Work effectively with conducted
colleagues interview
2.5. Work in socially diverse
environment
3. Practice career professionalism
3.1. Integrate personal objectives Showed original
with organizational goals COE, called up
Certificate of
issuing company
3.2. Set and meet work priorities Employment
to verify
3.3. Maintain professional growth TOR/Diploma authenticity,
Date Developed: Document No. 02456
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Food and Date Revised:
Page 9 of 250
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Services NC II
Marilou N. Bitasolo College
Revision #
and development conducted
interview
4. Practice Occupational Health and Safety Procedures
4.1. Identify hazards and risks Showed original
COE, called up
4.2. Evaluate hazards and risks
issuing company
4.3. Control hazards and risks Certificate of to verify
Employment authenticity,
4.4. Maintain Occupational Health
and Safety TOR/Diploma conducted
interview

COMMON
1. Develop and update industry knowledge

1.1.Seek information on the Showed original

industry COE, called up
issuing company
1.2. Update industry knowledge Certificate of to verify
Employment authenticity,
1.3. Develop and update local TOR/Diploma conducted
knowledge interview
1.4. Promote products and
services to customers
2. Observe workplace hygiene procedures.
2.1. Follow hygiene procedures Showed original
COE, called up
2.2. Identify and prevent hygiene Certificate of issuing company
risks Employment
to verify
TOR/Diploma authenticity,
conducted
interview
3.Perform computer operations
3.1. Plan and prepare for task to
be undertaken
Showed original
3.2. Input data into computer COE, called up
3.3. Access information using issuing company
computer Certificate of to verify
3.4. Produce/output data using Employment authenticity,
computer system TOR/Diploma conducted
3.5. Maintain computer interview
equipment and systems
4.Perform workplace and safety practices
4.1. Follow workplace procedures
Date Developed: Document No. 02456
February 2019 Issued by:
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Beverage
Developed by:
BIT International 250
Services NC II
Marilou N. Bitasolo College
Revision #
 for health, safety and security Showed original
practices COE, called up
issuing company
4.2. Perform child protection to verify
duties relevant to the tourism authenticity,
industry conducted
Certificate of interview
Employment
4.3.Observe and monitor people
TOR/Diploma
4.4 Deal with emergency
situations
4.5.Maintain safe personal
presentation standards
4.6. Maintain a safe and secure
workplace
5. Provide effective customer service
5.1. Greet customer
5.2. Identify needs of customers Showed original
COE, called up
5.3. Deliver service to customer
issuing company
5.4. Handle queries through use Certificate of to verify
of common business tools and Employment authenticity,
technology TOR/Diploma conducted
5.5. Handle complaints/ conflict interview
situations, evaluation and
recommendations
CORE COMPETENCIES
1. Prepare the dining room/restaurant area for service
1.1. Take table reservations Showed original
1.2 Prepare service stations and COE, called up
equipment issuing company
to verify
1.3. Set up the tables in the
Certificate of authenticity,
dining area
Employment conducted
1.4. Set the mood/ambiance of interview and
the dining area TOR/Diploma asked to
demonstrate
2. Welcome guests and take food and beverage orders
2.1. Welcome and greet guests Showed true
2.2. Seat the guests copy, called up
2.3. Take food and beverage issuing company
orders Certificate of to verify

Date Developed: Document No. 02456

February 2019 Issued by:
Food and Date Revised: Page 11 of
Beverage
Developed by:
BIT International 250
Services NC II
Marilou N. Bitasolo College
Revision #
 Employment authenticity,
conducted
TOR/Diploma
interview and
asked to
demonstrate
3. Promote food and beverage products
3.1. Know the product Showed original
COE, called up
3.2. Undertake Suggestive selling
issuing company
3.3. Carry out Upselling Certificate of to verify
Employment authenticity,
strategies
TOR/Diploma conducted
interview and
asked to
demonstrate
4.Provide food and beverage services to guests
4.1. Serve food orders Showed original
4.2. Assist the diners COE, called up
issuing company
Certificate of to verify
Employment authenticity,
TOR/Diploma conducted
interview and
asked to
demonstrate
5. Provide room service
5.1. Take and process room Showed original
service orders COE, called up
5.2. Set up trays and trolleys issuing company
Certificate of to verify
5.3. Present and serve food and Employment
authenticity,
beverage orders to guests
TOR/Diploma conducted
5.4. Present room service account interview and
5.5. Clear away room service asked to
equipment demonstrate

6. Receive and handle guest concerns

6.1. Listen to the complaint Showed original
6.2. Apologize to the guest COE, called up
6.3. Take proper action on the issuing company
complaint Certificate of to verify
6.4. Record complaint Employment authenticity,
TOR/Diploma conducted
interview and
asked to
Date Developed: Document No. 02456
February 2019 Issued by:
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Services NC II
Marilou N. Bitasolo College
Revision #
 demonstrate

Date Developed: Document No. 02456

February 2019 Issued by:
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Services NC II
Marilou N. Bitasolo College
Revision #
 Identifying Training Gaps

From the accomplished Self-Assessment Check (Form 1.1) and the

evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.

Form 1.3 Summaries of Current Competencies Versus Required

Competencies
Required Units of Current Training Gaps/
Competency/Learning Competencies Requirements
Outcomes based on CBC
BASIC
1. Participate in Workplace Communication
1.1 Obtain and convey Obtain and convey
workplace communication workplace
communication
1.2 Participate in Participate in
workplace meetings and workplace meetings
discussions and discussions
1.3 Complete relevant work Complete relevant
related documents work related
documents
1.4 Practice occupational Practice
health and safety occupational health
procedures and safety
procedures
2. Work in a Team environment
2.1 Describe as a team role Describe as a team
and scope role and scope
2.2 Identify own role and Identify own role and
responsibility within the responsibility within
team the team
2.3 Work as a team Work as a team
member member
2.4 Work effectively with Work effectively with
colleagues colleagues
2.5 Work in socially diverse Work in socially
environment diverse environment
5. Practice Career Professionalism

Date Developed: Document No. 02456

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Services NC II
Marilou N. Bitasolo College
Revision #
3.1 Integrate personal Integrate personal
objectives with objectives with
organizational goals organizational goals
3.2 Set and meet work Set and meet work
priorities priorities
3.3 Maintain professional Maintain
growth and development professional growth
and development
4. Practice Occupational Health and Safety Procedures
4.1 Identify hazards and Identify hazards and
risks risks
4.2 Evaluate hazards and Evaluate hazards
risks and risks
4.3 Control hazards and Control hazards and
risks risks
4.4 Maintain Occupational Maintain
Health and Safety Occupational Health
and Safety
Required Units of Current Training Gaps/
Competency/Learning Competencies Requirements
Outcomes based on CBC
COMMON
1. Develop and Update Industry Knowledge

1.1 Seek information on Seek information on

the industry the industry

1.2Update industry Update industry

knowledge knowledge

1.3 Develop and update Develop and update

local knowledge local knowledge
1.4 Promote products and Promote products
services to customers and services to
customers
2. Observe Workplace Hygiene Procedures
2.1.Follow hygiene Follow hygiene
procedures procedures
2.2. Identify and prevent Identify and prevent
hygiene risks hygiene risks
3. Perform Computer Operations

Date Developed: Document No. 02456

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Services NC II
Marilou N. Bitasolo College
Revision #
3.1.Plan and prepare for Plan and prepare for
task to be undertaken task to be
undertaken
3.2.Input data into Input data into
computer computer
3.3 Access information Access information
using computer using computer
3.4. Produce/output data Produce/output
using computer system data using
computer system
3.5. Maintain computer Maintain computer
equipment and systems equipment and
systems
4. Perform Workplace and Safety Practices
4.1. Follow workplace Follow workplace
procedures for health, procedures for
safety and security health, safety and
practices security practices
4.2 Perform child Perform child
protection duties protection duties
relevant to the tourism relevant to the
industry tourism industry
4.3. Observe and monitor Observe and
people monitor people
4.4. Deal with emergency Deal with emergency
situations situations
4.5. Maintain safe Maintain safe
personal presentation personal
standards presentation
standards
4.6. Maintain a safe and Maintain a safe and
secure workplace secure workplace
5. Provide Effective Customer Service
5.1 Greet customer Greet customer
5.2 Identify needs of Identify needs of
customers customers
5.3 Deliver service to Deliver service to
customer customer
5.4 Handle queries through 5.4.Handle queries
use of common business through use of
tools and technology common business
tools and
Date Developed: Document No. 02456
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Services NC II
Marilou N. Bitasolo College
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 technology
5.5 Handle complaints/ Handle complaints/
conflict situations, conflict
evaluation and situations,
recommendations evaluation and
recommendations
Required Units of Current Training Gaps/
Competency/Learning Competencies Requirements
Outcomes based on CBC
CORE
1.Prepare the Dining Room/Restaurant Area for Service
1.1 Take table reservations Take table
reservation
s
1.2 Prepare service Prepare service
stations and equipment stations and
equipment
1.3 Set up the tables in Set up the tables in
the dining area the dining area
1.4 Set the Set the
mood/ambiance of mood/ambiance of
the dining area the dining area
2. Welcome Guests and Take Food and Beverage Orders
2.1. Welcome and greet Welcome and greet
guests guests
2.2 Seat the guests Seat the guests
2.2 Take food and Take food and
beverage orders beverage orders
3. Promote Food and Beverage Products
3.1 Know the product Know the product
3.2 Undertake Suggestive Undertake
selling Suggestive selling
3.3 Carry out Upselling Carry out Upselling
strategies strategies
4.Provide Food and Beverage Services to Guests
4.1 Serve food orders 4.1 Serve food
orders
4.2 Assist the diners 4.2 Assist the diners
4.3 Perform banquet or 4.3 Perform banquet
catering food service or catering food
Date Developed: Document No. 02456
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Marilou N. Bitasolo College
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 service
4.4 Serve beverage orders 4.4 Serve beverage
orders
4.5 Process payments and 4.5 Process
receipts payments and
receipts
4.6 Conclude food service 4.6 Conclude food
and close down dining service and close
area down dining area
4.7 Manage intoxicated 4.7 Manage
persons intoxicated
persons
5.1 Provide Room Service
5.1 Take and process room Take and process
service orders room service orders
5.2 Set up trays and Set up trays and
trolleys trolleys
5.3 Present and serve food Present and serve
and beverage orders to food and
guests beverage orders
to guests
5.4 Present room service Present room
account service account
5.5 Clear away room Clear away room
service equipment service
equipment
6. Receive and Handle Guest Concerns
6.1 Listen to the Listen to the
complaint complaint
6.2 Apologize to the guest Apologize to the
guest
6.3 Take proper action on Take proper action
the complaint on the complaint
6.4 Record complaint Record complaint

Date Developed: Document No. 02456

February 2019 Issued by:
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Marilou N. Bitasolo College
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 Form No. 1.4: Training Needs

Training Needs Module Title/

(Learning Outcomes) Module of Instruction
Take and process room service orders
Set up trays and trolleys
Present and serve food and beverage Providing room service
orders to guests
Present room service account
Clear away room service equipment

Date Developed: Document No. 02456

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Marilou N. Bitasolo College
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 SESSION PLAN
Sector : Tourism Sector
Qualification Title : Food and Beverage Services NC II
Unit of Competency : Provide Room Service
Module Title : Providing room service

Learning Outcomes:
After 50 hours of learning activities, the trainees will be able to effectively:
1. Take and process room service orders
2. Set up trays and trolleys
3. Present and serve food and beverage orders to guests
4. Present room service account
5. Clear away room service equipment

A. INTRODUCTION- This unit deals with the knowledge and skills required in the provision of food and beverage
service particularly in the guest room of a commercial accommodation establishment.
B. LEARNING ACTIVITIES

Learning
Methods Presentation Practice Feedback Resources Time
Content

Date Developed: Document No. 02546

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Date Revised:
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LO 1: Take and process room service orders
5.1-1.Room Modular/self- Read Information Answer self check Compare Pen and 2hrs
servic paced Sheet 5.1-1 Room 5.1-1 answer using Paper
e Service Order answer key CBLM
orders 5.1-1
Instruction
s
Demonstration Study Job Sheet Perform Job Evaluate Telephone 2hrs
5.1-1 Take Room Sheet 5.1-1 Performance and 30
Service Orders using mins
Performance
Criteria
Checklist 5.1-
1
5.1-2 Modular/Self Read Information Answer Self Compare Pen and 1hr
Relevant Paced Sheet 5.1-2 check 5.1-2 answer using Paper
Information Relevant answer key
from Guest Information from 5.1-2
are record Guests
and check Demonstration Study Task Sheet Perform Task Evaluate Telephone 3hrs
5.1-2. Record and Sheet 5.1-2 Performance
Check Relevant using
Information from Performance
the Guest Criteria
Checklist.
5.1-3 Modular/self- Read Information Answer self check Compare CBLM 2hrs
Suggestive paced Sheet 5.1-3 on 5.1-3 answer using Pen and
selling to Suggestive Selling answer key
Date Developed: Document No. 02546
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Date Revised:
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Marilou N. Bitasolo
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guests to Guests 5.1-3 Paper

Demonstration Study Job Sheet Perform Job Evaluate Menu Book 2hrs
5.1-3 Suggests Sheet 5.1-3 Performance
Best Selling using
Products to Performance
Guests Criteria
Checklist 5.1-
3
LO 2: Set up trays and trolleys
5.2-1 Room Modular /self- Read Answer Self check Compare CBLM 1 hr
service pace Information 5.2-1 Answer key pen and
equipment Sheet 5.2-1 5.2.1 paper
and supplies Room Service
Equipment and
Supplies
View multimedia Perform Task Evaluate Laptop 2hrs
Presentation on Sheet 5.2-1 Performance Projector
Set-up of using
Equipment and Performance
Material Criteria
Selection Checklist 5.2-
1

Demonstration Study Task Perform Task 5.2- Evaluate Tray/trolley 2hrs

Sheet 5.2-1 Set- 1 Performance Butter and 30
up of Equipment using Hand mins

Date Developed: Document No. 02546

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Date Revised:
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Marilou N. Bitasolo
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 and Material Performance
towels
Selection Criteria
Cutleries
Checklist 5.2-
Beverages
1 Condiment
s
5.2-2. Modular /self- Read Answer Self check Compare CBLM 2hrs
Room pace learning Information 5.2-2 Answer key Pen and
service Sheet 5.2-2 Set- 5.2-2 Paper
trays or up Room Service
trolleys set Trays
–up View multimedia Perform Task Evaluate Tray/trolley 2hrs
Presentation on Sheet 5.2-2 Performance Butter
Set-up of Room using Hand
Service Trolley Performance towels
Criteria Cutleries
Checklist 5.2- Beverages
2 condiments
Demonstration Familiarize Job Perform Job Sheet Evaluate 3hrs
Sheet 5.2-2 Set- 5.2-2 Performance
up Room Service using
Trolley Performance
Criteria
Checklist 5.2-
2

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

5.3-1 Room Modular /self- Read Answer Self Check Compare CBLM 1hrs

Date Developed: Document No. 02546

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Date Revised:
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Service Meal paced Information 5.3-1 answer using Pen and
delivery Sheet 5.3-1on answer key Paper
Room Service 5.3-1 Instruction
Meal Delivery s
Demonstration Study Task Sheet Execute Task Evaluate Trolley/ 4hrs
5.3-1 Deliver Sheet 5.3-1 Performance Tray
Room Service using Warming
Meal Performance equipments
Criteria Glass,
Checklist 5.3- Toaster
1 butter
Cutlery
Beverage
Condiment
s
5.3-2 Room Modular /self-paced Read Information Answer Self Compare CBLM 2hrs
service In- Sheet 5.3-2 on Check 5.3-2 answer using Pen and
Room Dining Room Service In- answer key Paper
Room Dining

Demonstration Study Job Sheet Execute Job Evaluate Trolley/ 2hrs

5.3-2 Room Sheet 5.3-2 Performance Tray
Service In-Room using Warming
Dining Performance equipments
Criteria Glass,
Checklist 5.3- Toaster
2 butter
Cutlery
Beverage
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 Condiment
s
LO 4: Present room service account
5.4-1 Guest Modular/self- Read Information Answer Self- Compare CBLM 1hr
accounts paced 5.4-1 Guest Check 5.4-1 answer using Pen and
checking accounts answer key paper
checking 5.4-1 Instruction
s
Demonstration Familiarize Task Perform Task Evaluate Cashiers 3hrs
Sheet 5.4-1 Sheet 5.4-1. Performance Receipt
Checks Guest using
Account Performance
Criteria
Checklist 5.4-
1
5.4-2. Billing Modular /self- Read Information Answer Self- Compare CBLM 1hr
of Guest paced 5.4-2 Billing of Check 5.4-2 answer using Pen and
Guest answer key paper
5.4-2 Instruction
s
Demonstration Study Task Sheet Perform Task Evaluate Cashiers 3hrs
5.4-2 Settle the Sheet 5.4-2 Performance Receipt
Guest Bills using
Performance
Criteria
Checklist 5.4-
2

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LO 5. Clear away room service equipment
5.5-1 Modular /self- Read Answer Self Compare
CBLM 1hr
Clearing paced Information Check 5.5-1 answer using
Instruction
Room Service Sheet 5.5-1. Clearing Room answer
s key
Area Clearing Room Service Area 5.5-1
Pen and
Service Area paper
Demonstration Study Task Perform Task Evaluate Trolley/ 3hrs
Sheet 5.5-1 Sheet 5.5-1 Performance Tray
Clear Room using Warming
Service Area Performance equipments
Criteria Glass,
Checklist 5.5- Toaster
1 Butter
Cutlery
Beverage
Condiment
s
5.5-2.Trays Modular /self- Read Answer Self Compare CBLM 2hrs
and Trolleys paced Information Check 5.5-2 answer using Instruction
Cleaning and Sheet 5.5-2. On answer key s
Returning to Trays and 5.5-2 Pen and
the Kitchen Trolleys Cleaning paper
and Returning
Demonstration Familiarize Task Perform Task Evaluate Trolley/ 2hrs
Sheet 5.5-2 on Sheet 5.5-2 Performance Tray
Clean and using Warming
Return Trays Performance equipment
and Trolleys to Criteria s
the kitchen Checklist 5.5- Glass,
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 2 Toaster
Butter
Cutlery
Beverage
Condiment
s

C. ASSESSMENT PLAN-
 Interview (oral/ questionnaire)
 Observation
 Demonstration of Practical Skills
 Written examination

D. TEACHER’S SELF-REFLECTION OF THE SESSION

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 COMPETENCY-BASED LEARNING MATERIAL

Sector : Tourism
Qualification Title : Food and Beverage Services NC II
Unit of Competency : Provide Room Service
Module Title : Providing Room Service
Name of your School: BIT International College

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 HOW TO USE THIS COMPETENCY –BASED
LEARNING MATERIALS

Welcome!

The core unit of competency, "Provide Room Service", is one of the

competencies of FOOD AND BEVERAGE SERVICES NC II, a course which
comprises the knowledge, skills and attitudes required for a TVET trainee to
possess.

The module, Providing Room Service Orders, contains training

materials and activities related to preparing food for room service,
performing room service and performing after care activities of materials and
equipment used for you to complete. This is prepared to help you achieve
the required competency in Food and Beverage NCII.

In this module, you are required to go through a series of learning

activities in order to complete each learning outcome. In each learning
outcome are Information Sheets, Task Sheets, Job Sheets and Operation
Sheets. Follow and perform the activities on your own. If you have
questions, do not hesitate to ask for assistance from your facilitator.

The goal of this module is the development of practical skills. You

must learn the basic concepts and terminology to gain these skills. For most
part, you will get this information from the Information Sheets.

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 trainer.

You will be given plenty of opportunity to ask questions and practice

on the job. Make sure you practice your new skills during regular work shift.
This way you will improve your speed and memory as well as your
confidence.

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Reminder:

 Read Information Sheet, perform Task Sheet, Job Sheet or Operation

Sheet until you are confident that your outputs conform to the Self-Check
(Answer Key) and Performance Criteria Checklist that follows the sheet.
Suggested references are included to supplement the materials provided
in this module.

 When you feel confident that you have had sufficient practice to achieve
competency, perform and submit output of the Task Sheet, Job Sheet or
Operation Sheet to your facilitator for evaluation and recording in the
Accomplishment Chart. Output shall serve as your portfolio during the
Institutional Competency Assessment. When you feel confident that you
have had sufficient practice, ask your trainer to evaluate you. The results
of your institutional assessment will be recorded in your Progress Chart.

You must pass the Institutional Competency Assessment for this

competency before moving to another competency. A Certificate of
Achievement will be awarded to you after passing the evaluation.

You need to complete this module before you can perform the module on
Receiving and Handling Guest Concerns.

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PARTS OF A COMPETENCY-BASED LEARNING MATERIAL

References/Further Reading

Performance Criteria Checklist

Operation/Task/Job Sheet

Self Check Answer Key

Self Check

Information Sheet

Learning Experiences

Learning Outcome Summary

Module
Module Content
Content

Module
List of Competencies
Content

Module Content

Module Content

Front Page

In our efforts to standardize CBLM,

the above parts are recommended for
use in Competency Based Training
(CBT) in Technical Education and
Skills Development Authority (TESDA)
Technology Institutions. The next
sections will show you the
components and features of each part.

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 Food and Beverage Services NC II
COMPETENCY-BASED LEARNING MATERIALS

List of Competencies

No. Unit of Competency Module Title Code

Participate in Participating in
500311105
1. workplace workplace
communication communication

Work in team Working in team 500311105

2.
environment environment

Practice career Practicing career 500311106

3.
professionalism professionalism

Practice occupational Practicing occupational

500311107
4. health and safety health and safety
procedures procedures

Develop and update Developing and update TRS311201

5.
industry knowledge industry knowledge

Observe workplace Observing workplace TRS311202

6.
hygiene procedures hygiene procedures

Perform computer Performing computer TRS311203

7.
operations operations

Perform workplace and Performing workplace TRS311204

8.
safety practices and safety practices

Provide effective Providing effective TRS311205

9.
customer service customer service

Prepare the dining Preparing the dining

TRS512387
10. room/ restaurant area room/ restaurant area
for service for service
TRS512388
11. Welcome guests and Welcoming guests and
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 take food and beverage take food and beverage
orders orders

Promote food and Promoting food and TRS512389

12.
beverage products beverage products

Provide food and Providing food and TRS512390

13. beverage services to beverage services to
guests guests

TRS512391
14. Provide room service Providing room service

Receive and handle Receiving and handle TRS512392

15.
guest concerns guest concerns

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 MODULE CONTENT

UNIT OF COMPETENCY: Provide Room Service

MODULE TITLE : Providing Room Service

MODULE DESCRIPTOR:
This module covers the knowledge, skills and attitude required in providing
room service in commercial accommodation establishments

NOMINAL DURATION: 50 hours

LEARNING OUTCOMES:
At the end of this module you MUST be able to:

LO 1. Take and process room service orders

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

ASSESSMENT CRITERIA:
1.1 Telephone call is answered promptly and courteously in accordance
with customer service standards.
1.2 Guests’ name is checked and used throughout the interaction
1.3 Details of orders are clarified, repeated and checked with guests for
accuracy
1.4 Suggestive selling techniques are used.
1.5 Guests are advised of approximate time of delivery
1.6 Relevant information are recorded and checked in accordance with
establishment policy and procedures
1.7 Room service orders received from doorknob dockets are interpreted
accurately.
1.8 Orders are promptly transferred and relayed to appropriate location
for preparation.

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 1.9 Room service equipment and supplies are prepared in accordance
with establishment procedures.
1.10 Proper room service equipment and supplies are selected and
checked for cleanliness and condition.
1.11 Trays and trolleys are set up keeping in mind balance, safety and
attractiveness.
1.12 Room service trays or trolleys are set up according to the food and
beverage ordered
1.13 Orders are checked before leaving the kitchen for delivery.
1.14 Food items are covered during transportation to the room.
1.15 The guest’s name is verified on the bill before announcing the staff’s
presence outside the door.
1.16 Guests are greeted politely in accordance with the with establishment’s
service procedures.
1.17 Guests are asked where they want the tray or trolley positioned.
1.18 Food orders are delivered on the time desired by the guest.
1.19Guests’ accounts are checked for accuracy and presented in accordance
with establishment procedures
1.20 Cash payments are acknowledged and then presented to the cashier for
processing in accordance with establishment guidelines
1.21 For charge accounts, guests are asked to sign the bills.
1.22 Procedure to take away the tray or trolley when the guests have
finished their meal is explained.
1.23 Floors are checked and cleared in accordance with establishment
policy and guidelines.
1.24 Dirty trays are cleared in accordance with the establishment’s
procedure.
1.25 Trays and trolleys are cleaned and returned to the room service area.

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LEARNING OUTCOME NO. 5
Take and Process Room Service Orders

Contents:

1. Room service orders

2. Relevant Information from Guest are record and check
3. Suggestive Selling Techniques to the Guest

Assessment Criteria

1. Answer telephone calls promptly and courteously in accordance with

customer service standards.
2. Check and uses guest’s name throughout the interaction
3. Clarifies, repeat and checks details with guests for accuracy.
4. Uses selling techniques when suggesting.
5. Advise clients of approximate time of delivery
6. Records and checks relevant information in accordance to
establishment policies and procedures.
7. Interprets accurately room service orders received from doorknob
dockets.
8. Promptly transfer and relays orders in appropriate location for
preparation.

Conditions

The participants will have access to:

Tools Equipment Materials/ Supplies

Telephone Pen and paper
Guidelines
Instructions

Assessment Method:

1. Interview (oral/ questionnaire)

2. Portfolio
3. Demonstration with observation of Practical Skills
4. Written examination

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 Learning Experiences

Learning Outcome 1
TAKE AND PROCESS ROOM SERVICE ORDERS

Learning Activities Special Instructions

Read Information Sheet 5.1-1 Room The learning outcome deals with the
Service Order development of the Institutional Competency
Evaluation Tool which trainers use in
Answer self check 5.1-1 evaluating their trainees after finishing a
Compare answer using answer key 5.1-1 competency of the qualification.

Study Job Sheet 5.1-1 Take Room

Service Orders Go through the learning activities outlined
Perform Job Sheet 5.1-1 for you on the left column to gain the
necessary information or knowledge before
Evaluate Performance using doing the tasks to practice on performing
Performance Criteria Checklist 5.1-1 the requirements of the evaluation tool.
Read Information Sheet 5.1-2
Relevant Information from Guest
Answer Self Check 5.1-2 The output of this LO is a complete
Institutional Competency Evaluation
Compare answer using Answer Key 5.1-2
Package for one Competency Household NC
Study Task Sheet 5.1-2. Records and II. Your output shall serve as one of your
Checks Guest’s Relevant Information portfolio for your Institutional Competency
Evaluation for Take and Process Room
Perform Task Sheet 5.1-2 Service Orders.
Evaluate Performance using
Performance Criteria Checklist 5.1-2
Read Information Sheet 5.1-3 on Suggestive Feel free to show your outputs to
Selling to Guests your trainer as you accomplish them
Answer self check 5.1-3 for guidance and evaluation
Compare answer using answer key 5.1-3
Study Job Sheet 5.1-3 Suggests best selling
Products to Guests
Perform Job Sheet 5.1-3
Evaluate Performance using Performance
Criteria Checklist 5.1-3
Read Information Sheet 5.2-1 Room service
equipment and supplies

Answer Self check 5.2-1

Compare Answer using answer key 5.2.1
View multimedia
Presentation on Set-up of Equipment and
Material Selection
Evaluate Performance using Performance

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Criteria Checklist 5.2-1
Familiarize Task Sheet 5.2.1 Set-up of
Equipment and Material Selection
Perform Task 5.2-1 Set up of Equipments
and Materials Selection
Evaluate Performance using
Performance Criteria Checklist 5.2-1
Read Information Sheet 5.2-2 Room Service
Trays Set-up
Answer Self check 5.2-2
Compare answer using answer key 5.2.2
Study Task Sheet 5.2-2 Set-up Room Service
Trolley
Perform2Task Sheet 5.2-2
Evaluate Performance using Performance
Criteria Checklist 5.2-2
Read Information Sheet 5.3-1 Room Service
Delivery
Answer Self Check 5.3-1
Compare answer using answer key 5.3-1
Study Task Sheet 5.3-1 Deliver Room
Service To Guest
Execute Task Sheet 5.3-1
Evaluate Performance using Performance
Criteria Checklist 5.3-1
Read Information Sheet 5.3-2. Room In-
Room Dining
Answer Self Check 5.3-2
Compare answer using answer key 5.3-2
Study Operation Sheet 5.3-2 Room Service
In-Room Dining
Execute Operation Sheet 5.3-2
Evaluate Performance using Performance
Criteria Checklist 5.3-2
Read Information 5.4-1 Guest accounts
checking
Answer Self-Check 5.4-1
Compare answer using answer key 5.4-1
Familiarize Task Sheet 5.4-1 Checks Guest’s After doing all the activities for this
Account L.Os, you are ready to proceed to the
Perform Task Sheet 5.4-1.
next module.
Evaluate Performance using Performance
Criteria Checklist 5.4-1
Read Information 5.4-2 Billing of Guests

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Answer Self-Check 5.4-2
Compare answer using answer key 5.4-2
Familiarize Task Sheet 5.4-2 Settle the
Guest Bills
Perform Task Sheet 5.4-2
Evaluate Performance using Performance
Criteria Checklist 5.4-2
Read Information Sheet 5.5-1. Clearing
Room Service Area
Answer Self Check 5.5-1
Compare answer using answer key 5.5-1
Study Task Sheet 5.5-1 Clear Room Service
Area
Perform Task Sheet 5.5-1
Evaluate Performance using Performance
Criteria Checklist 5.5-1
Read Information Sheet 5.5-2. On Trays and
Trolleys Cleaning and Returning
Answer Self Check 5.5-2
Compare answer using answer key 5.5-2
Familiarize Task Sheet 5.5-2 on Clean and
Return Trays and Trolleys to the kitchen
Perform Task Sheet 5.5-2
Evaluate Performance using Performance
Criteria Checklist 5.5-2

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 Information Sheet 5.1-1
Room Service

Learning Objectives:
After reading this information sheet, you must be able to:
1. Describe the room service and the responsible person;
2. Show the proper telephone etiquette in room service;
4. Recognize the concept of the room service doorknob menu

Time allotment: 1 hour

Introduction
Room Service or in-room dining is the service of food and beverages in
guests’ room hotels or other accommodation establishments. Such service is
provided to house guests who wish to enjoy the comfort of being served right
in their room. In all suite hotels it is often referred to as in-suite service”.
In any hotel establishments regardless of its size there is usually a
specialist Room Service department or section that is tasked to attend the
delivery of food and beverage orders to guestrooms. However in gigantic
hotels, room service operated as an independent or separate unit, headed by
a Room Supervisor, assisted by a captain waiter. In small, hotels, it is a
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common practice that room service becomes a part of the Coffee Shop
operations. In such situation, Coffee Shop personnel are also allowed to do
room service.
The Room service department or section must work closely with the
Kitchen, Front Office and Housekeeping departments to make sure that the
standard of service meets the expectation or goes beyond the expectation of
guest.
The extent of service in hotel guest rooms will depend on the nature of
the establishment. In a deluxe or 5-star hotel 24 hour room service is
expected, while standard or economy class hotels limit room service
operations until 6 o’clock in the morning until 10 o’clock in the evening.

Ordering food for room service may also be time scheduled for other
hotels like:
 Breakfast 6:00 AM to 11:00 AM
 All day dining 11:00 AM to 11:00 PM
 Ala Carte 7:00 PM to 10:30 PM
 Night Menu 11:00 Pm to 6:00 AM

ROOM SERVICE MENU

Room Service menus, consisting of ala

carte items are posted right in each
guestroom as reference for the guests in
making a selection. Orders are usually made
through the telephone and received by a
designated order taker.

Many hotels make use of door knob

menus for breakfast orders. Said menu is
also provided in each room and the guest
fills it up with their order, indicating the
exact time they want their order to be
delivered. Them they hang it on the door knob to be picked up by room
service waiters in the evening or at about 3:00 A.M. The order is then
endorsed to the kitchen and prepared in advance. It is delivered on the exact
time indicated in the order form. Thus the guests are spared from waiting
for their orders especially when they are scheduled to leave early in the
morning.

SERVICE OF DOOR KNOB MENUS

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1. Door knob menus are placed inside the guestrooms by room
attendants.
2. After filling up the door knob menu, the guest will hang it in his door
knob to be picked up by the room service waiter.
3. Captain must counter check the room number with that indicated in
the door knob menu to prevent mistakes in the delivery or orders.
4. Collected door knob menus are to be endorsed to captain or order
taker for recording and preparation of receipts.
5. Door knob orders are endorsed to waiter for the mise-en-place
preparation.
6. Captain should closely monitor the service time and see to it that the
delivery or order is done on the time requested, especially for door
knob orders.

Room N
Guest;s
Time o
BREAK
( ) Con
( ) Ame
( ) Filip
( )Panc
( ) Oats
BEVER
( ) Brew
Others_

Guest;s

Kind
knob

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 DOOR KNOB BREAKFAST MENU ORDER COLLECTION

 The overnight Supervisor shall assign a waiter to collect all door knob
breakfast menu orders every night, according to the schedule.
 Use the service lift to get to the top of the floor and collect the door
knob breakfast menu orders floor by floor, working downwards.
 Write down the room number on each door knob breakfast menu
order.
 The assigned waiter must write down the room number when
collecting the door knob breakfast menu order.
 Preparing the bill for the breakfast service.
 The overnight supervisor shall prepare all breakfast bill according to
guests; door knob breakfast menu order.
 Sort out all the prepared bills according to the time service, starting
from the earliest one, with priority given to the VIP rooms.
Sequence of Room Service

ACTIVITIES PERSON RESPONSIBLE

Taking Room Service Order Designated order Taker

Placing Order to the Kitchen Captain or Waiter

Posting the Order for Billing

Captain or Waiter

Assembling Room Service Order Captain or Waiter

Logging Down the Order on the Captain or Waiter

Control Sheet

Double Checking Mise-en Place, Captain Waiter

Food Preparation/Presentation

Cashier
Preparation of the Bill

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Pick-up and delivery of the order Waiter

Offering or Extending Personalized

Service to the Guest’s Waiter
c

Settling the Bill; Bidding Waiter

Forwarding Payment or Signed Bill

Front Office Cashier Waiter

Forwarding Payment or Signed Bill

to the Front Office Cashier Waiter

Telephone Etiquette in Room Service

Room service orders are usually given thru

telephone.
It is then the first point of contract between the room
service
Staff and the guest. Therefore, it is vital that the
person receiving and answering the call must have
good telephone etiquette, which is important in
creating favorable initial impression.

The telephone must be answered within three rings and that the person
answering the phone must have good knowledge of the room service menu.

The order taker must observe and use the following procedures:
 Greet the person calling
 Identify and introduce the department/ section and one’s self
 Taking the order
 Providing information and feedback
 Closing the call

Example: Good morning, Mr. Ponce, this is Room Service, Zyne speaking,
How may I help you?

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The use of guest’s name during interaction has a lot of advantage. It will
make the guests feel valued, appreciated and acknowledged. It will also
ensure that the items requested will be delivered to the right guest, and be
charged to the right account. The new and improved technologies now a
trend in most properties to have an advanced telephone system which
displays the room number and the guest name. If such is not available, the
order taker can refer to the current guest’s list file of Room Service
department or the kitchen department.

Procedures in Taking Room Service

STEPS PROCEDURES RATIONALE/ OTHER

INFORMATION
1.Take the order and Write down and clarify This is important to
write it down in an orders as you hear ensure that the guest’s
order slip (triplicate them. Ask the number preferences and
copies) and use of orders and the requirements are
suggestive selling guest’s preferences followed in the
techniques regarding the manner of preparation. Thus,
(one copy of the order preparation, salad complaints can be
slip goes to the dressing, etc. avoided.
kitchen, one for the
cashier and the last For eggs-whether Get other serving
one is for the waiter) boiled, poach, instructions like
scrambled, etc. additional butter, etc.

For steaks- whether Be a good salesman.

rare, medium-rare, Make appropriate
medium well and well- suggestions.
done.
Be flexible and helpful if
Whether bread be the guest’s requests
served toasted or plain items not found on the
menu.
Preferred salad
dressing, French, Offer the appropriate
Vinaigrette or Thousand drinks or wine that best
Island complement the meal.

If the guest is
undecided, suggest
menu specialties or
chef’s daily specials.
2.Repeat the order Mention the item Repeat the order; it
ordered, the quantity helps to prevent errors
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 and manner of that can be a source of
preparation. complaints.
3.Inform guest Let the guest know how Be ready to inform the
preparation time long will it take for the guest preparation time
ordered to be delivered to avoid complaints.
to her/his room. Standard procedure
should be more than 30
minutes.

ROOM SERVICE PROCEDURES

Greet Callers Warmly:

o The telephone must be answered within the three (3) rings.

o Identify your department and introduce yourself by name.
o Announce: “Good morning/ Good afternoon/ Good evening In
Room Dining. (According to the time of the day), this is (name of
the order taker). May I assist you Mr. / Mrs. / Miss.” followed
by the name of the guest according to the data digitally
displayed by the phone system (if available).
o Use good telephone etiquette.

Ask the guest for their names and Room number:

o Even if your digital telephone system displays the guest’s name
ad room number, confirm that you are talking the registered
guest.
o Write down the order clearly in the order book and note the time
of call and room number.

Check the billing instructions of the guest:

o Do a room inquiry on the POS (Point of Sale) machine and check
the billing instructions entered for this guest by the front office
team.
o If the guest is on Cash only list, then politely explain that the
guest will have to pay for order when it is delivered.
o If the guest is not on cash list then take the order without
discussing the method of payment.

Use Suggestive selling: (Refer to Information Sheet 5.1-2)

Take Orders:
o Pay attention to orders, and know the menu thoroughly.

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 o Ask questions to find out the guest’s choice or preferences for
service, such as how he or she would like an item cooked or
prepared (e.g; medium/well done, or on the rocks if beverages)
o Ask the guest for his or her choice of salad dressings and for
any special requests such as fat free preparation.
o Write down all the information’s clearly. Highlight special
requests.
o Ask how many guests will be eating and note down the number
on the guest check. Ask this will help the waiter to set the tray/
cart with the appropriate numbers of cutleries and crockery.

Time control system

o Time control system takes place as the telephone order has
been taken.
o Approximate delivery time is given to the guest according to this
time evaluation system established by the Outlet Manager and the
Executive Chef.
o A timer is set for the given amount of time. If the order has not
been sent up by this time, a call must be placed to the guest
apologies and re-evaluate the delivery time. Similar follow-ups
must be systematically performed.

Reconfirmed the order:

o Politely read the order back to guests and repeat all details.
o Tell guests approximately how much time it will take to deliver
the order
o Thanks the guest and only disconnect the line after the guest
hanged up the phone on the other side.

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 Self- Check 5.1-1

True or False: Write T if the statement is true. F if the statement is false.

Write your answers in a separate answer sheet.

______1. The Room Service department or section must work closely with the
any of the departments inside the hotel.
______2. In a deluxe or 5 star hotel 24 hour room service is expected, while
standard or economy class hotels limit room service operations
until 6 o’clock in the evening.
______3. Door knob menus should be hanged on the door knob to be picked
up by room service waiters in the evening or at about 3:00 AM.
______4. Room service order is taken by the captain or waiter.
______5. Room service orders are usually made through the telephone and
received by a housekeeper.
______6. The telephone must be answered within 3 rings.
______7. It is not proper to address the guest by their name.

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______8. The person receiving and answering the phone must have good
telephone technique.
______9. The person answering the phone does not really need to have good
knowledge of the room service menu.
______10. Room service orders are usually given thru mail.

ANSWER KEY 5.1-1

1. F
2. T
3. T
4. F
5. F
6. T
7. F
8. T
9. F
10. T

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 JOB SHEET 5.1-1

Title: Take And Process Room Service Orders

Performance Objective: Given right equipment and supplies, you

should be able to take and process guest orders
in accordance with the industry standards
within 1 hour.

Supplies/Materials : Room service menu, pen and order slip

Equipment : Telephone

Steps/Procedure:
1. Get a pair/ partner and do a role-play in order taking (one
takes the role as a hotel guest while the other will act as the
room service order taker).
2. Answer the telephone promptly and courageously on the 3rd
ring using the proper phone etiquette.

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 3. Check name of customer and use same during interaction.
4. Clarify, repeat and check details accurately.
5. Advise clients of approximate time of delivery.
6. Record guests orders according to establishment standards.
7. Receive room service orders from door knob dockets.
8. Relay or transfer guest orders promptly to appropriate section
for preparation.

Assessment Method:
Demonstration

Performance Criteria Checklist 5.1-1

CRITERIA
YES NO
Did you….
1. Answer telephone call promptly and courageously
in accordance with customer service standards?
2. Check guest’s name and use throughout the
interaction?
3. Clarify, repeat and check details of orders with
guests for accuracy?
4. Advise guests of approximate time of delivery?
5. Records and checks relevant information in
accordance with establishment policy and
procedures?
6. Interprets room service orders from doorknob
dockets accurately?
7. Relay or transfer guest orders promptly to
appropriate section for preparation?

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 Information Sheet 5.1-2
Relevant Information from Guests

Learning Objectives:
After reading this information sheet, you must be able to:
1. State the relevant information you must acquire from the guest.
2. Understand the importance of the following information from the
guest.

Time Allotment: 2 Hours

Introduction

Since Room service or in-room dining is a hotel service enabling

guests to choose menu items for delivery to their hotel room for
consumption and is organized as a subdivision within the Food & Beverage
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Department of high-end hotel and resort properties. The staff must adhere
to have the relevant information from the guests. Wherein relevant
information must be take into considerations that it is the most important
part when taking room service order.

Relevant Information are as follow:

I. Name of the Guest

II. Room Number

Ask the guest for their names and Room number:

o Even if your digital telephone system displays the guest’s name
ad room number, confirm that you are talking the registered
guest.
o Write down the order clearly in the order book and note the time
of call and room number.

III. Number of Persons/Pax

 Ask the guest for number of pax.

 Identify whether adult/kids.

IV. Detailed food orders

Check the type of breakfast that requested from the guest.

Specify the choices of foods like e.g. for American
Breakfast (coffee/tea) for the egg
(Poached/scrambled/sunny side up) for fruits (water
melon/banana/pineapple)
For continental Breakfast (bread rolls/ Toasted bread) ,
(marmalade/jam) etc.

V. Time the Order was taken

 Ask the guest, what time would be her/his breakfast is to be

delivered. This is the most important thing you ask. For your ahead
preparation and mise-en-place.

VI. Time of Delivery

DELIVERY TIME
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 When the order is made, the
order taker shall post it
immediately in the POS
(Point of Sale) terminal. The
time displayed on the print-
out slip shall be considered
for any further reference.

 The order taker shall

accurately estimate the time
required for the food
preparation and the specific
mise-en-place related to the food order.

 The order taker shall set the time on the special designed alarm
clock in order to control the duration of each order preparation.

 The order taker shall politely inform the guest by telephone

about any delivery delay.

 Consequently, the order taker shall say the following: “Good

morning / afternoon / evening, Mr. / Mrs. / Ms. (the correct
family name of the guest), I am calling from dining room to
inform you that we are experiencing a slight delay with your
food delivery. It will take about (time to be defined by the
kitchen team) more minutes. We sincerely apologize for the
inconvenience”.

 Below is the sample of Room Service Order Slip in a Hotel and

Restaurant. Fig 5.1-2

Figure 5.1-2
Room Service Order Slip

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 Room Service Equipment and Supplies

Below are the following equipment and supplies you must use in
providing room service.

TRAY/S

Tray- used to convey food for dining room/or guest room. Ideal for serving
and bussing.

Purpose: Kinds according to Shape:

1. To facilitate and expedite serving 1. Round
2. To save time in serving 2. Square
3. Rectangle
4. Oblong
Kinds according to make: 5. Oval

1. Silverware
2. Glassware Kinds according to use:
3. Plastic
4. Bamboo 1. Changed- tip tray
5. Chinaware 2. Fruit Tray- for fruit
6. Wooden 3. Ash Tray- for ashes
7. Aluminum

TROLLEYS
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 The various trolleys used in the food and beverage service outlets are:
1. Gueridon or Flambe’ Trolley- is food is cooked, finished or
presented to the guest at a table, from a moveable trolley. This
trolley is equipped with a burner for cooking that can be powered
by gas, electricity or spirits. Some trolleys will have a cold drawer
as well. All will have a chopping board and cutlery drawer, and be
equipped with the necessary utensils for what the restaurant
offers from the trolley. There will also be on the trolley a selection
of basic condiments such as mustards, Worcestershire sauce, oil
and vinegar, etc.

Flambé Trolley
Gueridon

2. Room Service Trolley- This trolley is

known for its versatility. It is used for
service to guests in their rooms. The
waiter sets up the meal and the covers on
the trolley and wheels it into the guest’s
room. This trolley may also be used as a
dining table in the privacy of the guest’s
room. Beneath the trolley top, provision is
made for mounting a hot case to keep the
food warm.

3. Dessert Trolley- This trolley serves

as a visual aid to seling desserts.
Guests are more likely to order a
dessert if they can see what is

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 available, particularly if it is well presented. Some dessert trolleys are
rfefrigerated. Gateaux, pastries, jellies, tarts, pies, flans and souffles’
can be served from a dessert trolley. This trolley has several shelves
and bottom shelf is reserved for plates, cutlery, linen and other service
equipment. A glass or transparent trolley top makes it easy for guests
to select a dessert of their choice.

4. Hors dóeuvre Trolley- It is the first

course of a menu usually consisting of
a selection of small items of egg, fish,
meat, fruit and vegetables in pungent
dressings. This hors dóeuvre trolley is
used to carry variety of appetizers. This
trolley is probably the least popular in
India, a s a majority of guests are not
too keen on hors dóeuvre as a starter.
They prefer soup instead. However this
trolley can be used to popularize the
special dishes that are introduced in
the restaurant from time to time.

5. Carving trolley- It is used for carving

joints of meat at a guest’s table. This trolley
is seldom used in Nigeria.

CLOCHE
 Cover clean, pressed and free of any
stains/tears
 Cloche is used to cover hot food and is
clean, polished and in good repair.

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 TABLE APPOINTMENTS

Table appointments are implements used for dining which consists of

linen, silverware or flatware, dinnerware or chinaware, beverage ware or
glassware and centerpiece. Proper care, use and wise selection of table
appointments results in beauty in table setting. Beauty is achieved through
harmony of appointments, cleanliness, neatness, and orderliness of the
placements. The appearance of the table will add to the enjoyment of the
meal.
CLASSIFICATION OF TABLE WARE:

DINNERWARE is:
 Plates, cups, saucers, bowls
 Dinnerware includes:
 China- stone ware,
earthenware, pottery
 Other materials- glass-
ceramic, glass

FLATWARE is:
 Often called
“silverware”and includes
o Knives
o Forks
o Spoons
o Specialty utensils
 Materials made from:
o Sterling
o Silverplate
o Stainless
o Plastic/wood

Coverage:

Spoons: Knives:
 Coffee Spoon 1. Butter knife/butter spreader
 Tea spoon 2. Dessert knife
 Dessert spoon 3. Fish knife
 Cereal spoon 4. Dinner knife
 Soup spoon’

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  Table spoon

Forks: Serving Implaments:

 Oyster fork 1. Ladle
 Cocktail fork 2. Pie server
 Dessert fork 3. Serving Fork
4. Serving spoon

Handling

1. Never hold the fork in tines, the spoon in the bowl, knife in table, always
hold by the handle.
2. All flatware’s are handled at the handle
Care
1. Wash silver separately from the kitchenware
2. Wash with water, with mild detergent, then rinse with hot water
3. Dry at once with a flannel or soft cloth

SPECIALTY UTENSILS

BEVERAGEWARE/GLASSWARE

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 Formal Glassware

CLOTH PLACEMATS, TABLE RUNNERS & NAPKINS

PLACEMATS- should be large enough

to hold the entire place setting. But
they should never overlap. Mat range in
size from 12 to 14 inches deep and 16
to 18 inches wide. They come in wide
range colors, designs, sizes and shapes,
and are most versatile of all table

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 covers. They are acceptable for every occasion except the formal
dinner or tea table.

RUNNER- 13-17 inches wide

placed down the table center.
Often used with placemats.

NAPKINS – for elegant settings

they are sometimes arranged with
napkin holders or rings in varied
designs. Napkins may be of the
same color as tablecloth, in a color
that blends with the décor of the
restaurant. It should be spotlessly
clean and well pressed. The ideal
size for a napkin is between 45 to
50 cm.sq.

 Cocktail- 10 inches
 Luncheon-13 inches
 Dinner-17 more inches

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 Self-Check 5.1-2

Multiple Choice: Choose the letter of the best answer. Write the letter of
your choice in your answer sheet.
1. This trolley may also be used as a dining table in the privacy of the
guest’s room.
a) Carving Trolley
b) Gueridon of Flambe Trolley
c) Hors dóeuvre Trolley
d) Room Service Trolley

2. Flatware is often called as “___________”?

a) Beverage
b) Glassware
c) Holloware
d) Silverware

3. It allows a user to store various items at different temperatures and

humidity levels.
a) Bain Marie
b) Buffet Server
c) Drawer Warmers
d) Soup Kiosk

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 4. They are acceptable for every occasion except the formal dinner
table or tea table.
a) Place mats
b) Table appointments
c) Toaster
d) Tray

5. For elegant setting they are sometimes arranged with napkin

folding or rings in varied designs.

a) Table Napkins
b) Place mats
c) Runner
d) Table cloth

Answer Key Key 5.1-2

1. D

2. D

3. C

4. A

5. A

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 TASK SHEET 5.1-2

Title: Take Relevant Information from the Guest

Performance Objective: Given right equipment and supplies, you

should be able to take and process guest orders
in accordance with the industry standards
within 2 hours.

Supplies/Materials : Room service menu, pen and order slip

Equipment : Telephone

Steps/Procedure:

1. In taking and process of Room Service Order the following

should be consider as relevant information. You must record
and check in accordance with establishment policy and
procedures.
a. Name of the guest
b. Room Number
c. Detailed food orders
d. Time the order was taken
e. Time for delivery

2. Re-check the room service order slip if it is all fill-out according

to restaurant requirement.
3. Familiarize Room Service Equipment and Supplies
4. Differentiate the types of trolleys
5. Identify the different kinds of dinnerware and glassware.
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 6. Study the names of table napkin folding.

Assessment Method:
Demonstration and Observation

Performance Criteria Checklist 5.1-2

CRITERIA
YES NO
Did you….
1. Take and process relevant information properly.
2. Record and check relevant information in
accordance with establishment policy and
procedures.
3. Re-check the room service order slip if it is all fill-
out according to restaurant requirement
4. Familiarize Room Service Equipment and Supplies.
5. Differentiate the types of trolleys
6. Identify the different kinds of dinnerware and
glassware.
7. Study the names of table napkin folding.

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 Information Sheet 5.1-3
Suggestive Selling to Guests

Learning Objectives:
After reading this information sheet, you must be able to:

1. Inculcate suggestive selling and sales technique;

2. Familiarize the menu and mise-en place for breakfast;
3. Apply suggestive selling to guests.

Time allotment: 2 hours

Introduction

Suggestive selling (also known as add-on selling or upselling) is a sales

technique where the employee asks the customer if they would like to
include an additional purchase or recommends a product which might suit
the client. Suggestive selling is used to increase the purchase amount of the
client and revenues of the business. Often, the additional sale is much
smaller than the original purchase and is a complementary product.

Suggestive Selling and Sales Technique

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 1. BE POSITIVE
 The chili mango shake is sweet, would like an order of that to
go with cheesy sandwich.
2. BE DESCRPTIVE (knowledge of preparation method will help
greatly)
 “Chicken pork adobo is a flavorful combination of chicken
and pork, marinated in vinegar and spices.”

Mention the special qualities of the dish

 “Pork adobo is one of the most popular Filipino dishes”
 “It is famous Filipino delicacy.”
 It is a delicious dish. I’m sure you’ll like it.”

3. USE MOUTH –WATER PHRASES

 Color, Size and texture
Other qualities such as: garden fresh, healthful, stimulating,
nutrious, wholesome, superb, etc.
4. OFFER TO CHOICES
5. KNOW THE STANDARD ACCOMPANIMENTS
6. KNOW THE PREPARATION TIME
7. BE HONEST
“Your food will be delivered in about 15 minutes, would that be
alright with you?”
8. USE MERCHANDISING SALESMANSHIP
But don’t push
9. KNOW THE RIGHT PRONUNCIATION’
10. KNOW THE OUT OF STOCK ITEMS AND THEIR PROPER
SUBSTITUTE

 Don’t reuse unwrapped food such as crackers, rolls or bread.

These foods can be easily contaminated by customers or
servers.
 Don’t reuse single service utensils made from plastic or wood.
They’re impossible to sanitize completely.
 Keep fresh plates and utensils at salad bar of other self-
service station. Customers must use a clean plate each time
to prevent contamination food.
 Keep condiments covered and in clean containers. Be sure
each has serving utensils use only for that food.
 Handle plates and bowls from bottom, flatware by handles.
Don’t hook your thumb over edge of the bowls, plates, or
glasses.
 Prepare food as close to serving time as possible so there’s
less time for germs to multiply.

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 Discard any damaged cutlery or crockery: remove and destroy
cracked or chipped crockery or glassware. They are not only
dangerous, but germs can hide in cracks or chips.
 Keep the restaurant clean: pay particular attention to table
surfaces and wash down after use.
 Keep food contact surfaces clean:
 Glasses and crockery should be washed, rinsed and
polished before use
 Make sure cutlery is spotless, with no fingerprints
 All items are placed on the table should be regularly
cleaned and polished.
 Do not use napkins or table cloths to polish glasses or
cutlery. Use a separate clean service cloth.
 Store wash cutlery and crockery carefully.
 Send any cutlery that falls on the floor during service
to wash up and replace.
 Remove unused cutlery and crockery from table, using
tray or service plate.
 Keep service cloth spotless. Do not use it for cleaning.

MISE-EN-PLACE
 Assemble the order.
1. Review the order and assemble all needed cutleries,
glasses, linens and other equipment.
2. Place needed equipment/ supplies in a tray or room
service trolley.
 For beverage orders, use the bar tray and have
coasters and paper napkins ready.
 Check whether the required garnish for all the
ingredients and juices are provided for.
 For cocktails, place a stirrer/ have appropriate
glasses ready. Fill the glass with ice if needed.
 If there is an order of wine, provide wine basket or
stand.
 Have food covered, ready to be delivered to the
guest.
 Fill up the control sheet (see sample next page). This
form will be used to monitor the movement of
supplies and equipment so that losses can be easily
traced.
 Get a copy from the cashier.
 Jot down all needed equipment on the sheet.
 Insert the sheet at the tray for the Captain’s
reference when checking.

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  Pick up the food order garnish, sidings and
accompaniments are provided from the kitchen.
 Set up the food/ beverage o a tray if only a handful
will be transported.
 Use a trolley when there are several dishes and
equipment that will be transported.
 Use a trolley when there are several dishes and
equipment that will be transported.
 Captain shall check the mise-en-place. Pay attention
the following.
 Whether food tallies with the items specified in the
guest check if all equipment that is specified in
control sheet is available and in good condition
whether the standard garnishing, siding,
accompaniments are followed.
 Always update your knowledge of the hotel’s
activities and promotions, both current and
upcoming
 Study the menu thoroughly: you must learn and
remember the content by heart
 Double check with the kitchen what the daily
specials are.
 Check with accompaniments is available and
appropriate.
 If the guest seems hesitant or needs suggestions, try
to find out what type of food she/ he likes, e.g., beef,
pork, poultry or seafood
 If the guest announces only main dishes, try to
suggest a starter and ask, “May I suggest our special
avocado cocktail as your starter, Madam/
Sir?”and/or “Would you care for any wine to go with
your provided by the Executive Sous Chef)
 Suggest the most popular and profitable dishes,
according to the Menu Engineering Report.

MISE-EN-PLACE FOR BREAKFAST

 For breakfast, a regular room

service tray should be covered with a clean cloth. The
necessary service materials are placed thereon. Double check
every item that is placed on the tray and makes sure it is
clean and well polished.

1. For Continental Breakfast, the following items are necessary;

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 One piece for each of the following;
Breakfast plate
Warm cup (kept in warmer until ready for service)
Cup and saucer
Spoon for the jam or marmalade
Glass for ice water (should be filled, only 3/4full so that the
water will not spill while being carried).
Salt and pepper in shaker
Coffee, sugar and cream in sachet
Napkin
Dessert plate

The continental breakfast usually consists of:

Coffee with 2 to 3 sachet of sugar per person (depending on

local taste) butter, 2 sachets

Bread and rolls, 2 per persons (assuming rolls are of small

size)
If a toast is specified, it must be wrapped in napkin (2 slices
per order, cut in half)
A piece of jam, if possible 2 choices, of one jam and one
honey.

2. For an American breakfast, add necessary

 Table wares required for

the individual order,
such a s knife and fork
for meat and eggs.
 Spoon for the boiled eggs
 Medium-sized spoon for
cereals, etc
 Salt and pepper placed
in a shaker
 Beverage must be
prepared as ordered.
1. Tea/Coffee must be
served with pot of hot water.
2. Chocolate is usually placed in a pot with cover and with
large creamer or 4 ounces of hot milk.

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 Self- Check 5.1-3

True or False: Write T if the statement is true. F if the statement is false.

Write your answers in a separate answer sheet.

______1. Suggestive selling is if in the restaurant setting, the wait staff could
point out side dishes to complement the main course a patron
ordered.
______2. Prepare food as close to serving time as possible so there’s less time
for germs to multiply.
______3. Suggestive selling is also known as Upselling?
______4. Remove unused cutlery and crockery from table, with bare hands.
______5. Continental breakfast is a hotel breakfast that includes most or all
of the following: two eggs (fried or poached), sliced bacon or
sausages, sliced bread or toast with jam/jelly/butter, pancakes
with syrup, cornflakes or other cereal, coffee/tea,
orange/grapefruit juice. 
______6. Double check every item that is placed on the tray and makes sure
it is clean and well polished.
______7. Suggest the most popular and profitable dishes, according to the
Housekeeping Report.
_____8. A hotel breakfast that may include sliced bread with
butter/jam/honey, cheese, meat, croissants, pastries, rolls, fruit
juice and various hot beverages is American breakfast.

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 Answer Key 5.1-3

1. T
2.T
3.T
4.F
5.F
6.T
7.F
8. T

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 TASK SHEET 5.1-3

Title: Suggest Best Seller Products to the Guest

Performance Objective: Given right equipment and supplies, you

should be able to take and process guest orders
in accordance with the industry standards
within 1 hour and 30 minutes.

Supplies/Materials : Room service menu, pen and order slip

Equipment : Telephone

Steps/Procedure:
1. Always update your knowledge of the hotel’s activities &
promotions, both current and upcoming.
2. Study the menu thoroughly; you must learn and remember the
contents by heart.
3. Double-check with the kitchen what the daily specials are.
4. Check which accompaniments are available and appropriate.
5. If the guest seems hesitant or needs suggestions, try to find out
what type of food she/he likes, e.g., beef, pork, poultry or seafood.
6. If the guest announces only main dishes, try to suggest a starter
and ask: “May I suggest our special avocado cocktail as your starter,
Madam/Sir?” and/or “Would you care for any wine to go with your
meal?” (the possible combinations for any eventual suggestion are to
be provided by the Executive Sous Chef)
7. Suggest the most popular and profitable dishes, according to
the /menu Engineering Report.
8. Apply up-selling techniques when appropriate.

Assessment Method:
Demonstration, Observation

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 Performance Criteria Checklist 5.1-3

CRITERIA
YES NO
Did you….
1. Update knowledge of the hotel’s activities &
promotions, both current and upcoming?
2. Study the menu thoroughly?
3. Double-check with the kitchen what the daily
specials?
4. Checks which accompaniments are available and
appropriate?
5. Asks food restrictions?
6. Suggests the most popular and profitable dishes?
7. Uses suggestive selling techniques?

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Evidence Plan

Competency Food and Beverage Services NC II

standard:
Unit of Provide Room Service
competency:
Ways in which evidence will be collected:

Demonstration &
Observation &

Third party

Portfolio

Written
The evidence must show that the trainee…
 Answers telephone call promptly and
courteously in accordance with customer √ √
service standards.
Checks and uses of guest’s name throughout
√ √
the interaction.
 Clarifies repeats and checks order details of
√ √ √
the guest for accuracy.*
Uses of suggestive selling techniques.* √ √ √
Advise guest’s of approximate time of delivery √ √
Records and checks relevant information in
accordance with establishment policy and √ √
procedures*
Receives room service orders from doorknob
√ √ √
dockets
Relays or transfers guest orders promptly to
√ √
appropriate section for preparation.
 Prepares room service equipment and supplies
in accordance with establishment √ √
procedures.*
Selects and checks room service equipment
and supplies properly for cleanliness and √ √
condition.
Sets up tray and trolley keeping in mind
√
balance, safety and attractiveness.*

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Sets up room service trays or trolleys according
√ √ √
to food and beverage order. *
Checks delivery order before leaving the
√ √ √
kitchen.
Covers food item during transportation to the
√ √
room.
 Verify guest’s name on the bill before
announcing the staff’s presence outside the √ √ √
door.
Greets guests’ politely in accordance with the
√ √ √
establishment’s service procedures.
Asks the guest where they want the tray or
√ √
trolley positioned.
Delivers food orders on the time desired by the
√ √
guest.
Checks guest account for accuracy and
presented in accordance with establishments √ √ √
procedures.
 Acknowledge and present cash payments to
the cashier for processing in accordance with √ √
establishment guidelines.
Asks the guest to sign the for guest accounts. √ √ √
Takes away the tray or trolley when the guests
√ √
have finished their meal.
 Checks and clear floors in accordance with
√ √
establishment policy and guidelines.
Clears dirty trays in accordance with the
√ √
establishment’s procedure.
Cleans and returns trays and trolleys to the
√ √
room service area.
NOTE: *Critical aspects of competency

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 TABLE OF SPECIFICATION

# of
Objectives/Content Knowledge Comprehension Application items/
area/Topics 10% 20% 70% % of
test

Room service orders 2 3 9 14

Relevant Information
1 2 8 11
From the Guest

Room Service
Equipment and 1 2 9 12
Supplies

Suggestive selling to
1 3 9 13
guests

TOTAL 5 10 35 50

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 INSTITUTIONAL ASSESSMENT

Written Test

Qualification : Food and Beverage Services NC II

Unit of Competency : Provide Room Service

I. Directions: Choose the letter of the best answer. Write the letter of
your choice in an answer sheet provided.

1. It is a light breakfast, typically consisting of coffee and rolls with butter

and jam.

a) Continental breakfast c) Filipino breakfast

b) American breakfast d) English breakfast

2. Their task is to attend the delivery of food and beverage orders to

guestrooms.

a) housekeeping attendant c) waiter

b) room service attendant d) busboy

3. The standard or economy class hotels limit room service operations until?

a) From 8:00 A.M until 10 o’clock in the morning.

b) From 6 o’clock A.M. until 10 o’clock in the evening.
c) From 6 P.M until 10:00 P.M
d) From 3:00 A.M to 6:00 A.M

4. This menu is provided in each room and the guest will fill up with their
order, indicating the exact time they want their order to be delivered.

a) Breakfast menu
b) Room service menu
c) Housekeeping menu
d) Dining menu

5. After filling up the door knob menu the guest will?

a) Hang it in his door knob to be picked up by the room service

waiter.
b) Put it on the top of the nite table
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 c) Throw it away.
d) Put in a Room service trolley.

6. The _____________ shall assign a waiter to collect all door knob

breakfast menu orders every night, according to the schedule.

a) Overnight supervisor
b) Night auditor
c) Graveyard Room attendant
d) Food and Beverage Attendant

7. The telephone must be answered within ________ and that the person
answering the phone must have good knowledge of the room service
menu.

a) Two rings
b) Three rings
c) 4 rings
d) As soon as it is ringing

8. Which of the following is the correct procedure in taking room service?

a) Take the order -> placing order to the kitchen ->Posting

the order for billing->Assembling Room Service Order-
>Logging Down the Order->Double check->Preparation of
the Bill-> Pick up ->Settling the Bill

b) Take the order-> posting order for billing->placing order to

the kitchen>Assembling Room Service Order>Double
check>Logging down the Order> Preparation of the Bill

c) Suggestive selling> take the order> Placing order to the

kitchen> posting the order billing> Assembling Room
Service Order->Logging Down the Order->Double check-
>Preparation of the Bill-> Pick up ->Settling the Bill

d) Suggestive Selling >Take the order-> posting order for

billing->placing order to the kitchen>Assembling Room
Service Order>Double check>Logging down the Order>
Preparation of the Bill

9. When removing unused cutlery and crockery from the table we

should?

a) Remove it from the table with bare hands

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 b) Say excuse to the guest and remove it by using table
napkin and rectangular tray/ plate
c) Get it without asking permission
d) Remove it by using table napkin

10. What do you mean by suggestive selling?

a) It is a sales technique where the employee asks the

customer if they would like to include an additional
purchase.
b) It is a marketing strategy where hotel must acquire a
profitable restaurant.
c) The additional sale is much smaller than the original
purchase and is a complementary product.
d) All of the above.

11. This trolley may also be used as a dining table in the privacy of the
guest’s room.

a) Carving Trolley

b) Gueridon of Flambe Trolley

c) Hors dóeuvre Trolley

d) Room Service Trolley\

12. Flatware is often called as “___________”?

a) Beverage
b) Glassware
c) Holloware
d) Silverware

13. It allows a user to store various items at different temperatures and

humidity levels.

a) Bain Marie
b) Buffet Server
c) Drawer Warmers
d) Soup Kiosk

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14. They are acceptable for every occasion except the formal dinner table
or tea table.

a) Place mats
b) Table appointments
c) Toaster
d) Tray

15. For elegant setting they are sometimes arranged with napkin
folding or ring in varied designs.

a) Table Napkins
b) Place mats
c) Runner
d) Table cloth

16. It is a kind of tray use for fruit.

a) Ash Tray
b) Fruit Tray
c) Rectangular Tray
d) Changed Tray

17. It used to convey food for dining room/or guest room. Ideal for
serving and bussing.
a) Trolley
b) Cart
c) Tray
d) Table

18. This trolley serves as a visual aid to selling desserts.

a) Room Service Trolley
b) Tray
c) Gueridon Trolley
d) Dessert Trolley

19. It is used for carving joints of meat at a guest’s table.

a) Room Service Trolley
b) Tray
c) Carving Trolley
d) Dessert Trolley

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20. It is the first course of a menu usually consisting of a selection
of small items of egg, fish, meat, fruit and vegetables in pungent
dressings.
a) Room Service Trolley
b) Hors dóeuvre Trolley
c) Carving Trolley
d) Dessert Trolley

21. It implements used for dining which consists of linen, silverware

or flatware, dinnerware or chinaware, beverage ware or glassware and
centerpiece.
a) Table Service
b) Table Appointments
c) Table ware
d) Dining Area

22. It should be large enough to hold the entire place setting.

a) Table Cloth
b) Table Napkin
c) Placemat
d) Table runner

23. When the order is made, the order taker shall post it
immediately in_________?
a) Cashier’s Logbook
b) Point of Sale Terminal
c) Print out Slip
d) Front Desk Cashier

24. Where do the three copies of order slip goes?

a) Front desk, Cashier, Kitchen
b) Kitchen, cashier, Room attendant
c) Front desk, Kitchen, room attendant
d) Kitchen, Cashier, Waiter

25. Why do we need to repeat the orders from the guest?

a) To prevent errors that can be source for complaints.
b) To make sure that all the orders are correct.
c) Guest awareness of the number of items he/she orders.
d) All of the above

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 II. True or False
Directions: Write T if the statement is true and F is the statement is
not a fact.

_______26. Suggestive selling is if in the restaurant setting, the wait staff

could point out side dishes to complement the main course a
patron ordered.
______27. Prepare food as close to serving time as possible so there’s less
time for germs to multiply.
______28. Suggestive selling is also known as Upselling?
______29. Remove unused cutlery and crockery from table, with bare hands.
______30. Continental breakfast is a hotel breakfast that includes most or all
of the following: two eggs (fried or poached), sliced bacon or
sausages, sliced bread or toast with jam/jelly/butter, pancakes
with syrup, cornflakes or other cereal, coffee/tea,
orange/grapefruit juice. 
______31. Double check every item that is placed on the tray and makes
sure it is clean and well polished.
______32. Suggest the most popular and profitable dishes, according to the
Housekeeping Report.
_____33. A hotel breakfast that may include sliced bread with
butter/jam/honey, cheese, meat, croissants, pastries, rolls, fruit
juice and various hot beverages is American breakfast.
______34. The Room Service department or section must work closely with
the any of the departments inside the hotel.
_____35. In a deluxe or 5 star hotel 24 hour room service is expected, while
standard or economy class hotels limit room service operations
until 6 o’clock in the evening.
______36. Door knob menus should be hanged on the door knob to be
picked up by room service waiters in the evening or at about 3:00
AM.
______37. Room service order is taken by the captain or waiter.
______38. Room service orders are usually made through the telephone and
received by a housekeeper.
______39. The telephone must be answered within 3 rings.
______40. It is not proper to address the guest by their name.
______41. The person receiving and answering the phone must have good
telephone technique.
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______42. The person answering the phone does not really need to have good
knowledge of the room service menu.
______43. Room service orders are usually given thru mail.
______44. Use napkins or table cloth for polishing glasses, plates and
crockery.
______45. Handle plates and bowls from bottom, flatware by handles.

III. Matching Type:

Directions: Match Column A to Column B. Write only the letter of
your answer.

46. Preparing the Bill a. Waiter

47. Settling the Bill b. Captain Waiter
48. Double checking mise en place, c. Cashier
49. Taking Room Service Order d. Outlet Manager
50. Establish time evaluation system e. Room Service attendant

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 Answer Key

1. A 2. B 3. B 4. B 5. A 6. A 7. B 8.A 9. B 10. D

11. D 12. D 13. C 14. A 15. A 16. B 17. C 18. D 19. C 20. B

21. B 22. C 23. B 24. D 25. D 26. T 27. F 28. T 29.F 30. F

31. T 32. T 33. F 34. T 35. T 36. T 37.F 38. T 39.F 40.F

41. T 42. F 43. F 44. F 45. T 46. C 47.A 48.B 49.E 50.D

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Performance Test

Specific Instruction for the Candidate

Qualification Food and Beverage Services NC II

Unit of Competency Provide Room Service

General Instructions:

Given the necessary tools and equipment, you are required to provide room
service in accordance with hotel/industry standard.

Specific Instruction:

Given the necessary materials, tools and equipment, you are required
to perform the following tasks within 1 hour in accordance with the set
performance criteria:

In taking and process of Room Service Order the following should be

consider as relevant information.

A) Name of the guest

b) Room Number
c) Detailed food orders
d)Time the order was taken
e) Time for delivery

1. Ask the trainer to provide you with the list of tools, equipment and
materials.
2. Arrange the materials provided into designated areas.
3. Get a pair/ partner and do a role-play in order taking (one takes the
role as a hotel guest while the other will act as the room service order
taker).
4. Answer the telephone on the 3rd ring using the proper phone
etiquette.
5. Check name of customer and use same during interaction.
6. Clarify, repeat and check details accurately.
7. Advise clients of approximate time of delivery.
8. Record guests orders according to establishment standards.
9. Relay or transfer guest orders promptly to appropriate section for
preparation.
10. Always update your knowledge of the hotel’s activities & promotions, both current
and upcoming;

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 11. Study the menu thoroughly : you must learn and remember the contents by heart;
12. Double-check with the kitchen what the daily specials are;
13. Check which accompaniments are available and appropriate;
14. If the guest seems hesitant or needs suggestions, try to find out what type of food
she/he likes, e.g., beef, pork, poultry or seafood;
15. If the guest announces only main dishes, try to suggest a starter and ask: “May I
suggest our special avocado cocktail as your starter, Madam/Sir?” and/or “Would you
care for any wine to go with your meal?” (the possible combinations for any eventual
suggestion are to be provided by the Executive Sous Chef)
16. Suggest the most popular and profitable dishes, according to the /menu
Engineering Report.

Materials Tools and Equipment

Equipment Tools Materials

Trolley Telephone, pen and Glassware, Beverage ware,

paper or POS Hollowware, Special
Restaurant Utensils,
Napkins, Linen

Description of assessment activity  Satisfactory

performed

 Not satisfactory

The candidate: YES NO

Arrange the materials provided into
designated areas?

Answer the telephone on the 3rd ring using the

proper phone etiquette?

Did you check name of customer and use same

during interaction?
Clarify, repeat and check details accurately?

Advise clients of approximate time of delivery?

Record guests orders according to establishment

standards?

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Update your knowledge of the hotel’s activities
& promotions, both current and upcoming?

Double-check with the kitchen what the daily

specials?

Check which accompaniments are available and

appropriate?

Apply suggestive selling?

Room service orders received from doorknob

dockets are interpreted accurately?

Did the candidate’s overall performance  YES  NO

meet the standard?

Feedback to candidate:

Candidate signature Date:

Signature of Trainer Date:

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QUESTIONING TOOL
Satisfactory
Questions to probe the candidate’s underpinning knowledge
response
Extension/Reflection Questions Yes No
1. How does room service assists guest satisfaction?  
2. Why does relevant information important in taking room
service?  
Safety Questions
3. Why do we need to follow safety rules?  
4. How would you handle a situation if you spill water or juice  
to guest’s garment?
Contingency Questions
5. How would you upsell your product to your guests?  
6. What will you do if you forgot the procedure and sequence in  
providing room service?
7. How would you handle guest complaints?  
Job Role/Environment Questions  
8. Why do we have to provide room service to guest?  
9. Why do we have to practice the procedures in taking room  
service orders?
Rules and Regulations  
10. When doing order taking, always ask relevant information.  
11. Room service equipment and supplies are prepared in  
accordance with establishment procedures.
12. Ask how she/ he will settle the account.  
The candidate’s underpinning knowledge was:  Satisfact  Not
ory Satisfac
tory

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Model Answer
1. Room service assists guest satisfaction by enabling guests to choose
menu items for delivery to their hotel room for consumption there, served by
staff.

2. It is very important to get relevant information from the guests in order to

avoid mistakes and minimizing guest complaints.
3. Obeying safety rules and regulations in the workplace creates an
environment where employees feel safe and comfortable to do their job
effectively.
4. First thing first, apologize should be made to guests for any inconvenience
caused. If some has fallen on the guest’s clothing, allow the guest to rub
over the dirtied area with a
clean damp cloth. This will remove the worst of the spillage. Depending on
the nature of the spillage the establishment may offer to have the garment
concerned cleaned.
5. I would upsell the products to the guest by suggesting the most popular
and profitable dishes, according to the Menu Engineering Report.
6. Stop and recheck the task that you’ve done already and follow procedures
accordingly.
7. In handling guest complain, First thing you would do is listen, let the
customer say everything they need to say. If they are interrupted, they may
feel the need to start over. Nod to show you’re actively engaged in what they
have to say and that you empathize with their predicament. Be attentive but
relaxed. Look the customer in the eye as they speak. Try to picture the
problem as the customer explains it. Clarify what the customer says. Stay
calm and show you’re concerned. Apologize to the customer. An apology is
an acknowledgment that you made a mistake. Tell the customer, “I am so
sorry for the error.” Act quickly when handling a complaint. Solve the
problem. Share information about the customer’s complaint with your
immediate head. Thank the guest for bringing the issue to your attention.
8. We have to provide room service to our guest in order to have their own
private space in the room of the hotel. Guests can order meals whenever
they want it even midnight or morning. It can advance to lower the rate of
food and plate wasting. It can improve nutrition care from the room service.
Guests are able to see various traditional foods depend on countries. It is
convenient for people with activity kids and babies.
9. We have to practice the procedures in taking room service orders so that
there might no problems may arise and also for the guest satisfaction.

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Templates for Inventory of Training Resources
Resources for Presenting Instruction
 Printed Resources As per TR As per Remarks
Inventory
CBLM 25 25 Complete
Menu Book 2 2 Complete
Work Sheet 25 25 Complete
Order Slip 2 2 Complete
 Non-Printed Resources As per TR As per Remarks
Inventory
Videos 6 6 Complete
Powerpoint Presentation 12 12 Complete
Resources for Skills practice of Competency #1
______________________________
 Supplies and Materials As per TR As per Remarks
Inventory
54”x54” table cloth 4pcs 4pcs Complete
Rectangular table cloths 2pcs 2pcs Complete
Side towels 4pcs 4pcs Complete
16”x 16”Cloth Table Napkin 30pcs 30pcs Complete
Menu folders 2pcs 2pcs Complete
Order pads 2pcs 2pcs Complete
Bill folder/ change trays 2pcs 2pcs Complete
 Tools
Dinner plates, 10 24pcs 9pcs For
procurement
Show/service plates, 11-14” 24 pcs. 24 pcs. Complete
Salad plates 7-8” 24 pcs. 24 pcs. Complete
Fish plates, 8-9” 24 pcs. 24 pcs. Complete
Dessert plates, 7-8” 24 pcs. 24 pcs. Complete
Side plates or bread plates, 6” 24 pcs. 24 pcs. Complete
Soup plate/bowl 24 pcs. 24 pcs. Complete
Cups and saucers 5-6 oz 24 pcs 24 pcs Complete

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Dinner knives 24 pcs. 24 pcs. Complete
Dinner forks 24 pcs. 24 pcs. Complete
Salad knives 24 pcs. 24 pcs. Complete
Salad forks 24 pcs. 24 pcs. Complete
Fish knives 24 pcs. 24 pcs. Complete
Fish forks 24 pcs. 24 pcs. Complete
Soup spoons 24 pcs. 24 pcs. Complete
Dessert spoons 24 pcs. 24 pcs. Complete
Dessert forks 24 pcs. 24 pcs. Complete
Teaspoons 24 pcs. 24 pcs. Complete
Cocktail forks 24 pcs. 24 pcs. Complete
Service forks 6 pcs. 6 pcs. Complete
Service spoons 6 pcs. 6 pcs. Complete
Steak knives 24 pcs. 24 pcs. Complete
Butter knives 24 pcs. 24 pcs. Complete
Oyster forks 24 pcs. 24 pcs. Complete
Red wine glasses 24 pcs. 15 pcs. For
procurement
White wine glasses 24 pcs. 24 pcs. Complete
Water goblets 24 pcs. 10 pcs. For
procurement
Juice glasses/Hi ball 24 pcs. 24 pcs. Complete
Champagne flute 24 pcs. 24 pcs. Complete
Collins glasses 24 pcs. 24 pcs. Complete
Pilsner glasses/Ice tea glasses 24 pcs. 24 pcs. Complete
Coffee pot 2 units 2 units Complete
Tea pot 2 units 2 units Complete
Salt and Pepper shakers 4pcs 4pcs Complete
service trays 6 pcs 6 pcs Complete
Silver platters 8 pcs 8 pcs Complete
Round (bar) trays 8 pcs 8 pcs Complete
Tooth pick holders 4 pcs 4 pcs Complete

Date Developed: Document No. 02456

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Revision #
Napkin holders 6 pcs 6 pcs Complete
Sugar containers 5 pcs 5 pcs Complete
Creamer containers 5 pcs 5 pcs Complete
Sauce/gravy boats 4 pcs 4 pcs Complete
Soup tureen 4 pcs 4 pcs Complete
Peppermill 2 pcs 2 pcs Complete
Food tongs 2 pcs 2 pcs Complete
Sauce ladles 2 pcs. 2 pcs. Complete
Soup ladles 2 pcs. 2 pcs. Complete
Cake servers 2 pcs. 2 pcs. Complete
Water pitchers 6 pcs. 6 pcs. Complete
(Room Service) Plate covers 8 pcs. 8 pcs. Complete
Ice buckets with tongs 2 pcs. 2 pcs. Complete
 Equipment As per TR As per Remarks
Inventory
Waiter station/cabinet 1 unit 1 unit Complete
Gueridon Trolley 2 unit 1 unit For
procurement
Tray stand (optional) 2 pcs 2 pcs Complete
Square/ rectangular tables 4 pcs 4 pcs Complete
(4’s/6’s)
Round tables (8’s) 2 pcs 2 pcs Complete
Dining/ Banquet chairs 36 pcs 36 pcs Complete
Note: In the remarks section, remarks may include for repair, for
replenishment, for reproduction, for maintenance etc.

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Facilitate
Learning
Session

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 Facilitate Learning Session

Sector : Tourism Sector

Qualification Title : Food and Beverage Services NC II

Unit of Competency: Provide Room Service

Module Title : Providing Room Service

BIT International College

Gallares Street, Tagbilaran City
Main Campus

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Training Activity Matrix
Venue
Facilities/ (Worksta
Training Date &
Trainee Tools and tion/ Remarks
Activity Time
Equipment Area)

 Prayer
April 4,
 Recap of
  Learners 2019
Activities
All Resource All are
 Unfreezing
trainees  area  8:00 AM ready for
Activities
    to 8:30 next
 Feedback of
  AM activity
Training  
   
 Rejoinder/    
Motivation  
 
 Read
Information
Sheet 5.1-1
Room April 4,
Service Learners 2019 8:30
All Pen and Resource All are
Order AM to
trainees  Paper area  ready for
 Answer self 12:00
    next
check 5.1-1 Instructions 1:00 PM
activity
 Compare to 2:30
answer P.M
using
answer key
5.1-1
 Study Job
Sheet 5.1-1
Take Room
Service
Orders
 Perform
April 4, All are
Job Sheet Practical
By Group 2019 2:30 ready for
5.1-1 Telephone Work
PM to next
 Evaluate Area
5:00 PM activity
Performanc
e using
Performanc
e Criteria
Checklist
5.1-1

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 Read
Information
Sheet 5.1-2
on
Suggestive CBLM Learners
Selling to Resource April 5, All are
All Pen and
Guests area  2019 8:00 ready for
trainees  Paper
 Answer self   AM to next
check 5.1-2 12:00 PM activity
 Compare Menu Book
answer
using
answer key
5.1-2
 Study Job
Sheet 5.1-2
Suggests
best selling
Products to
Guests
 Perform April 5, All are
Practical
Job Sheet By group 2019 1:00 ready for
Menu Book Work
5.1-2 PM to next
Area
 Evaluate 5:00PM activity
Performanc
e using
Performanc
e Criteria
Checklist
5.1-2
 Read
Information
Sheet 5.2-1
Room
service
equipment Learners
CBLM Resource April 6, All are
and All
area  2019 8:00 ready for
supplies trainees  pen and
  Am to next
 Answer Self paper 9:00 AM activity
check 5.2-1
 Compare
Answer
using
answer key
5.2.1
 View All Laptop and Practical April 6, All are
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 multimedia
Presentation on
Set-up of
Equipment and
Material
Selection Projector 2019 9:00 ready for
trainees  Work
 Evaluate AM to 10: next
Area
Performanc AM activity
e using
Performanc
e Criteria
Checklist
5.2-1
 Familiarize
Task Sheet
5.2.1 Set-
up of
Equipment
and
Material
Selection
Tray/trolley
 Perform
Butter April 6,
Task 5.2-1 All are
Hand Practical 2019
Set up of By group ready for
towels Work 10:00 AM
Equipments next
Cutleries Area to 12:00
and acivity
Beverages PM
Materials
Condiments
Selection
 Evaluate
Performance
using
Performanc
e Criteria
Checklist
5.2-1
 Read All Learners April 6, All are
Information trainees  Resource 2019 ready for
Sheet 5.2-2 area  1:00PM to next
Room   3:00 PM activity
Service CBLM
Trays Set- Pen and
up Paper
 Answer Self
check 5.2-2
 Compare
answer
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 using
answer key
5.2.2
 View
multimed
ia
Presentat
ion on
Set-up of
Room Laptop and
Service Projector
Trolley
April 6, All are
 Perform All Learning
2019 3:00 ready for
Task trainees  Resource
PM to next
Sheet Center
5:00 PM activity
5.2-2
 Evaluate
Performa
nce using
Performa
nce
Criteria
Checklist
5.2-2
 Familiarize
Job Sheet
5.2-2 Set- Tray/trolley
up Room Butter
Service Hand
Trolley towels
 Perform Cutleries April 7, All are
Practical
Job Sheet By group Beverages 2019 8:00 ready for
work
5.2-2 condiments PM to next
Area
 Evaluate 11:00 AM activity
Performanc
e using
Performanc
e Criteria
Checklist
5.2-2
 Read All CBLM Learners April 7, All are
Information trainees  Resource 2019 ready for
Pen and
Sheet 5.3-1 area  11:00 AM next
Paper
Room   To 12:00 activity
Service Instructions PM
Delivery
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 Answer Self
Check 5.3-
1
 Compare
answer
using
answer key
5.3-1
 Study Task
Sheet 5.3-1
Deliver
Room Trolley/
Service To Tray
Guest Warming
 Execute equipments April 7, All are
Practical
Task Sheet By group Glass, 2019 1:00 ready for
Work
5.3-1 Toaster PM to next
Area
 Evaluate butter 5:00 PM activity
Performanc Cutlery
e using Beverage
Performanc Condiments
e Criteria
Checklist
5.3-1
 Read All are
Information ready for
Sheet 5.3- next
2. Room In- activity
Room Learners
CBLM April 8,
Dining Resource
All 2019 8:00
 Answer Self Pen and area 
trainees  AM
Check 5.3- Paper   To 10:00
2 Instructions AM
 Compare
answer
using
answer key
5.3-2
 Study Job By group Trolley/ Practical April 8, All are
Sheet 5.3-2 Tray Work 2019 ready for
Room Warming Area 10:00 AM next
Service In- equipments to 12:00 activity
Room Glass, PM
Dining Toaster
 Execute butter
Job Sheet Cutlery
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 5.3-2
 Evaluate
Performanc
e using Beverage
Performanc Condiments
e Criteria
Checklist
5.3-2
 Read
Information
5.4-1 Guest
accounts Learners April 8,
checking CBLM Resource All are
All 2019 1:00
 Answer Self- Pen and area  ready for
trainees  PM
Check 5.4-1 paper   next
to 2:00
 Compare Instructions activity
PM
answer
using
answer key
5.4-1
 Familiarize Cashier’s
Task Sheet Receipt
5.4-1
Checks
Guest’s
Account
 Perform April 8, All are
Practical
Task Sheet By group 2019 2:00 ready for
Work
5.4-1. AM to next
Area
 Evaluate 5:00 PM activity
Performanc
e using
Performanc
e Criteria
Checklist
5.4-1
 Read All CBLM Learners April 9, All are
Information trainees  Pen and Resource 2019 8:00 ready for
5.4-2 paper area  AM next
Billing of Instructions   To 9:00 activity
Guests PM
 Answer
Self-Check
5.4-2
 Compare
answer
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 using
answer key
5.4-2
 Familiarize
Task Sheet
5.4-2 Settle
the Guest
Bills
 Perform April 9,
All are
Task Sheet Practical 2019 9:00
By group Cashier’s ready for
5.4-2 Work AM to
Receipt next
 Evaluate Area 12:00 PM
activity
Performanc
e using
Performanc
e Criteria
Checklist
5.4-2
 Read
Information
Sheet 5.5-
1. Clearing
Room Learners April 9,
Service CBLM Resource All are
All 2019 1:00
Area Instructions area  ready for
trainees  PM
 Answer Self Pen and   next
To 2:00
Check 5.5-1 paper activity
PM
 Compare
answer
using
answer key
5.5-1
 Study Task All Trolley/ Practical April 9, All are
Sheet 5.5-1 trainees  Tray Work 2019 2:00 ready for
Clear Room Warming Area AM to next
Service equipments 5:00 PM activity
Area Glass,
 Perform Toaster
Task Sheet butter
5.5-1 Cutlery
 Evaluate Beverage
Performanc
e using
Performanc
e Criteria
Checklist
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 5.5-1
 Read
Information
Sheet 5.5-
2. On Trays
and
Trolleys Learners April 10,
Cleaning CBLM Resource All are
All 2019 8:00
and Instructions area  ready for
trainees  AM
Returning Pen and   next
To 10:00
 Answer Self paper activity
AM
Check 5.5-2
 Compare
answer
using
answer key
5.5-2
 Familiarize
Task Sheet
5.5-2 on
Clean and
Return Trolley/
Trays and Tray
Trolleys to Warming April 10,
the kitchen equipments 2019 All are
Practical
 Perform By group Glass, 10:00 AM ready for
Work
Task Sheet Toaster to 12:00 next
Area
5.5-2 butter PM activity
 Evaluate Cutlery
Performanc Beverage
e using Condiments
Performanc
e Criteria
Checklist
5.5-2

Date Developed: Document No. 02456

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 Date Developed: Document No. 02456
February 2018 Issued by:
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 Date Developed: Document No. 02456
February 2018 Issued by:
Date Revised:
Page 105 of 166
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Marilou N. Bitasolo
Revision #
 Date Developed: Document No. 02456
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Marilou N. Bitasolo
Revision #
 Minutes of the Meeting
Focus Group Discussion

Date: March 10, 2019

Agenda:
a. Discuss the result of the evaluation on the demonstration of
trainers.
b. Discuss improvement in facilitating training session, training
resources, shop lay-out and CBT implementation.
Competency-based Training Delivery
Present:
1. Alia, John
2. Andoy. Madel
3. Benzon, Mark
4. Bolanio, Aika
5. Denulan, Madelyn

CBT Concerns Discussions Resolutions/Agreement

1. CBT Layout First Trainer CBT Remind the trainer to
was not visible due improve the font of the
to some slides of PowerPoint
PowerPoint was too
small
Second trainer of
CBT was visible
during the training.
2. Monitoring of The trainers were There is always a
Attendance able to check signature from the
attendance daily trainees
with the use of
attendance sheet
3. Utilization of work Third Trainer was The Quality Control was
area not able to not discussed
discussed Quality
Control Room but
some workstations
and facilities were
identified,
discussed its
functions and
labeled.

Date Developed: Document No. 02456

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Bitasolo College
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4. Orientation The 1st trainer Remind trainers to
a. CBT failed to discuss discuss CBT principles
b. Roles other principles of such as multi entry,
c. TR CBT, and failed to multi exit, self paced,
d. CBLM discuss the role of modular in structure.
e. Facilities trainees and Role of the trainer and
f. Evaluation system trainer trainee should be
emphasized.
The trainersOne of the students asks
mention the basic, what the activity outputs
common, coreare so the trainer was
competencies. able to discuss the
The trainees were required competencies.
able to introduce Remind trainers to give
and provide CBLM the written test,
performance test and
Trainers were able
to provide and oral questioning.
introduce the The 2nd Trainer should
different facilities. bring students to
The 1st trainer was Practical Work area to
not able to practice their skills.
emphasize the
training
assessment tools.
The 2nd trainer let
the students
practice their skills
in the Institutional
assessment Area
instead it should be
in Practical work
area.
5. RPL The trainers Have the copy of
collected proof of evidence.
evidence and
validated.
RPL was evident
since the self
assessment check
were distributed
and answered by
the trainees.
6. Teaching methods The trainers used Trainers provide the
and technique the lecture, trainees all the
Date Developed: Document No. 02456
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 discussion and resources.
demonstration with
the use of
multimedia
presentation.
The trainers were
able to use variety
of teaching
methods to cope up
the learning
capabilities.
7. Monitoring of The trainers Trainers utilized
learning activities introduce and electronic medias.
a. Achievement chart discussed the
b. Progress chart difference between
the achievement
and progress chart.
Trainers were able
to update
Achievement and
Progress Chart.
8. Feedback 1st Trainer gave Trainer gives feedback.
feedback base on
the personal
concerns of the
trainee.

9. Slow learners Both trainers were Trainers manage the

able to manage in slow learners.
guiding needs of
slow learner.
10. Other None
concerns

Date Developed: Document No. 02456

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Training Evaluation Report

1. Title of the Report

Food and Beverage services NC II Evaluation

2. Executive summary
Food and Beverage Services NC II has a nominal duration of 356
hours with twenty five (25) trainees who attended and passed the
training. The objective of the training is to develop the knowledge,
skills, attitudes and values necessary to acquire the standard
competencies required for Food and Beverage Services NC II which
undergone the Basic Competencies, common Competencies, and
core Competencies. Competency –Based Training method was used
in the program.

3. Rationale
This training Evaluation Report was conducted in order to
determine the effectiveness and quality of the training program in
terms of achieving its effects, outcomes and impact. This would
also serve as a basis for decision making whether to continue,
redesign or discontinue the program. The average ratings would
show what category the program did well and what needs to be
improved.

4. Objectives
1. To determine the average rating of the program.
2. To find out what part of the program component needs to be
strengthened and what needs to be improve to make it more
effective.

5. Methodology
The research method used in evaluating the program is
quantitative research wherein the questionnaire is the main tool to
get the data. There are 25 participants who are selected based on
their skills and interest.
6. Results and discussion

This is the body of the report. It should contain the following

parts:

Date Developed: Document No. 02456

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 Data Interpretation and Analysis
The program evaluation was divided into five categories namely: (1),
Program Design and Organization, (2) Course Content, (3) Training
Methodology, (4) Program Administration and Management and (5)
Facilitator/ Trainer.
The following was used in the interpretation of the data:
4.50 – 5.0 = Outstanding
3.50-4.49= Very Good/Very Satisfactory
2.50 – 3.49= Good/ Satisfactory
1.50-2.49= Fair/Adequate
0.00- 1.49= Poor/ Unsatisfactory

PART I. Program Evaluation

Please rate the following program component in terms of the indicators
provided below by checking (/) the column that best describes your
evaluation of each program component. Your rating will treat with
confidentiality.

1. NAME: : Madelyn S. Denulan

2. POSITION/ DESIGNATION : ___________________
3. ORGANIZATION/ INSTITUTION : BIT International College
4. DATE : March 9, 2019

RATING
PROGRAM COMPONENT INDICATORS 1 2 3 4 5
A. Program Design and Organization
1. Clarity of program objectives √
2. Organization of course activities √
3. Scheduling of activities and time √
allotment
B. COURSE CONTENT 1 2 3 √ 5
1. Course Content vis-à-vis the program √
objectives
2. Sequencing of the course contents √

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 3. Sufficiency of information √
C. Training Methodology 1 2 3 4 5
1. Effectiveness of selected methods √
2. Appropriateness to the course activities √
D. Program Administration and management 1 2 3 4 5
1. Adequacy of provided supplies and √
materials
2. Timelines of provision of supplies and √
materials
3. Availability of training equipment and √
materials
4. Conduciveness of the training venue to √
learning
5. Appropriateness of the physical layout of √
the venue
6. Overall accommodation √
7. Secretariat/ SAO service √
E. Facilitator/ Trainer 1 2 3 4 5
Instructions:
Write the corresponding number to the rate
each Facilitator/ Trainer:
5 Outstanding 4 Very Good 3 Good
2 Average 1 Poor NA Not Applicable
1. Knowledge of the subject matter √
2. Ability to communicate ideas √
3. Ability to arouse interest √
4. Ability to encourage participation √
5. Ability to organize lecture √
6. Ability to answer questions √
7. Openness to suggestions and comments √
8. Ability to encourage critical and/ or √
creative thinking
9. Spontaneity in expression of ideas √
10. Use of training equipment √
11. Comprehensiveness of lecture √
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 12. Ability to provide adequate feedback √
13. Ability to provide practical exercises √

PART II. SKILLS

Please rate your acquired skills on the following learning outcomes as
a result of this training program.
Use the following rating scales:

4.50 – 5.0 = Outstanding

3.50-4.49 = Very Good/Very Satisfactory
2.50 – 3.49 = Good/ Satisfactory
1.50-2.49 = Fair/Adequate
0.00- 1.49 = Poor/ Unsatisfactory

Learning Outcomes 1 2 3 4 5
Common Competency
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 √
CORE COMPETENCIES 1 2 3 4 5
1. Prepare the dining room/restaurant area
for service
1.1. Take table reservations √
1.3 Prepare service stations and equipment √
1.3. Set up the tables in the dining area √
1.4. Set the mood/ambiance of the dining area √
2. Welcome guests and take food and beverage orders
2.1. Welcome and greet guests √
2.3. Seat the guests √
2.4. Take food and beverage orders √

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3. Promote food and beverage products
3.1. Know the product √
3.2. Undertake Suggestive selling √
3.3. Carry out Upselling strategies √
4.Provide food and beverage services to guests

4.1 Serve food orders √

4.2 Assist the diners √
5. Provide room service

5.2. Take and process room service orders √

5.2. Set up trays and trolleys √
5.3. Present and serve food and beverage orders √
to guests
5.4. Present room service account √
5.5. Clear away room service equipment √
6. Receive and handle guest concerns
6.5. Listen to the complaint √
6.6. Apologize to the guest √
6.7. Take proper action on the complaint √
6.8. Record complaint √

PART III. Attitude

Please rate your attitude towards work as a trainer resulting from the
activities of this training program.
Please rate your acquired skills on the following learning outcomes as
a result of this training program.
Use the following rating scales:

4.50 – 5.0 = Outstanding

3.50-4.49 = Very Good/Very Satisfactory
2.50 – 3.49 = Good/ Satisfactory
1.50-2.49 = Fair/Adequate
0.00- 1.49 = Poor/ Unsatisfactory

Work Attitudes 1 2 3 4 5
Date Developed: Document No. 02456
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 1. Punctuality/ Attendance √
2. Resourcefulness/ Creativity √
3. Obedience, respect to authority, rules √
and regulations
4. Commitment to work √
5. Adaptability to changes √
6. Cooperation with co-workers √
7. Concern to environment preservation √
Comments/ Suggestions:
The training venue must improve the ventilation. The training center
must upgrade their equipment to the most advance technology.

Thank You For Your Cooperation!

Conclusion
The trainees felt very good/ very satisfied with Food and Beverage
Services NC II

7. Recommendation

Based on the result, the following recommendations are drawn:

 Set a standard acceptable rating to improve performance of the
program components, i.e. no rating below 2.50
 Aside from the written questionnaires and test, other evaluation tool
interview could provide a qualitative analysis to support or validate
the result is recommended.

Date Developed: Document No. 02456

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 Supervise Work-Based Learning

Sector : Tourism Sector

Qualification Title : Food and Beverage Services NC II

Unit of Competency: Provide Room Service

Module Title : Providing Room Service

BIT International College

Gallares Street, Tagbilaran City
Main Campus

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 116 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Supervise
Work-Based
Learning

FORM 1.1 SELF-ASSESSMENT CHECKS

Date Developed: Document No. 02456
February 2018 Issued by:
Food and Date Revised: Page 117 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary
data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.

CORE COMPETENCIES
CAN I…? YE NO
S
1. Prepare Dining Room / Restaurant Area for Service
1.1 Take table reservations?
2.2 Prepare service stations and equipment?
2.3 Set up the tables in the dining area?
2.4 Set the mood/ambiance of the dining area?
2. Welcome and Take Food and Beverage Orders
2.1 Welcome and greet guests?
2.2 Seat the guests?
2.3 Take food and beverage orders?
2.4 Liaise between kitchen and service areas?
3. Promote Food and Beverage Products
3.1 Know the product?
3.2 Undertake Suggestive selling?
3.3 Carry out upselling strategies?
4. Provide food and beverage services to guests
4.1 Serve food orders?
4.2 Assist the diners?
4.3 Perform banquet or catering food service?
4.4 Serve Beverage Orders?
4.5 Process payments and receipts?
4.6 Conclude food service and close down dining area?
4.8 Manage intoxicated persons?
5. Provide room service
5.1 Take and process room service orders?
5.2 Set up trays and trolleys?
Date Developed: Document No. 02456
February 2018 Issued by:
Food and Date Revised: Page 118 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
CORE COMPETENCIES
CAN I…? YE NO
S
5.4 Present and serve food and beverage orders to guests?
5.4 Present room service account?
5.5 Clear away room service equipment?
6. Receive and handle guest concerns
6.1 Listen to the complaint?
6.2 Apologize to the guest?
6.3 Take proper action on the complaint?
6.4 Record complaint?

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 119 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
Evidences/Proof of Current Competencies

Form 1.2: Evidence of Current Competencies acquired related to

Job/Occupation

Means of
Current competencies Proof/Evidence
validating
BASIC
1. Participate in workplace communication
1.1. Obtain and convey workplace Showed original
information COE, called up
Certificate of
issuing company
1.2. Participate in workplace Employment
to verify
meetings and discussions TOR/Diploma authenticity,
1.3. Complete relevant work conducted
related documents interview
1.4. Practice occupational health
and safety procedures
2. Work in a team environment
2.1. Describe as a team role and
scope Showed original
2.2. Identify own role and COE, called up
Certificate of
responsibility within the team issuing company
Employment
to verify
2.3. Work as a team member TOR/Diploma authenticity,
2.4. Work effectively with conducted
colleagues interview
2.5. Work in socially diverse
environment
3. Practice career professionalism
3.1. Integrate personal objectives Showed original
with organizational goals COE, called up
Certificate of
issuing company
3.2. Set and meet work priorities Employment
to verify
3.3. Maintain professional growth TOR/Diploma authenticity,
and development conducted
interview
4. Practice Occupational Health and Safety Procedures
4.1. Identify hazards and risks Showed original
Date Developed: Document No. 02456
February 2018 Issued by:
Food and Date Revised: Page 120 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
4.2. Evaluate hazards and risks COE, called up
issuing company
4.3. Control hazards and risks Certificate of
to verify
Employment
4.4. Maintain Occupational Health authenticity,
and Safety TOR/Diploma conducted
interview
COMMON
1. Develop and update industry knowledge

1.1.Seek information on the Showed original

industry COE, called up
issuing company
1.2. Update industry knowledge Certificate of to verify
Employment authenticity,
1.3. Develop and update local TOR/Diploma conducted
knowledge interview
1.4. Promote products and
services to customers
2. Observe workplace hygiene procedures.
2.1. Follow hygiene procedures Showed original
COE, called up
2.2. Identify and prevent hygiene Certificate of issuing company
risks Employment
to verify
TOR/Diploma authenticity,
conducted
interview
3.Perform computer operations
3.1. Plan and prepare for task to
be undertaken
Showed original
3.2. Input data into computer COE, called up
3.3. Access information using issuing company
computer Certificate of to verify
3.4. Produce/output data using Employment authenticity,
computer system TOR/Diploma conducted
3.5. Maintain computer interview
equipment and systems
4.Perform workplace and safety practices
4.1. Follow workplace procedures
for health, safety and security Showed original
practices COE, called up
4.2. Perform child protection issuing company
duties relevant to the tourism to verify
industry authenticity,
Date Developed: Document No. 02456
February 2018 Issued by:
Food and Date Revised: Page 121 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 conducted
interview
4.3.Observe and monitor people Certificate of
Employment
4.4 Deal with emergency
TOR/Diploma
situations
4.5.Maintain safe personal
presentation standards
4.6. Maintain a safe and secure
workplace
5. Provide effective customer service
5.1. Greet customer
5.2. Identify needs of customers Showed original
COE, called up
5.3. Deliver service to customer
issuing company
5.4. Handle queries through use Certificate of to verify
of common business tools and Employment authenticity,
technology TOR/Diploma conducted
5.5. Handle complaints/ conflict interview
situations, evaluation and
recommendations
CORE COMPETENCIES
1. Prepare the dining room/restaurant area for service
1.1. Take table reservations Showed original
1.4 Prepare service stations and COE, called up
equipment issuing company
to verify
1.3. Set up the tables in the
Certificate of authenticity,
dining area
Employment conducted
1.4. Set the mood/ambiance of interview and
the dining area TOR/Diploma asked to
demonstrate
2. Welcome guests and take food and beverage orders
2.1. Welcome and greet guests Showed true
2.4. Seat the guests copy, called up
2.5. Take food and beverage issuing company
orders Certificate of to verify
Employment authenticity,
TOR/Diploma conducted
interview and
asked to
demonstrate
3. Promote food and beverage products
Date Developed: Document No. 02456
February 2018 Issued by:
Food and Date Revised: Page 122 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
3.1. Know the product Showed original
COE, called up
3.2. Undertake Suggestive selling
issuing company
3.3. Carry out Upselling Certificate of to verify
Employment authenticity,
strategies
TOR/Diploma conducted
interview and
asked to
demonstrate
4.Provide food and beverage services to guests
5.1. Serve food orders Showed original
4.3 Assist the diners COE, called up
issuing company
Certificate of to verify
Employment authenticity,
TOR/Diploma conducted
interview and
asked to
demonstrate
5. Provide room service
5.3. Take and process room Showed original
service orders COE, called up
5.2. Set up trays and trolleys issuing company
Certificate of to verify
5.3. Present and serve food and Employment
authenticity,
beverage orders to guests
TOR/Diploma conducted
5.4. Present room service account interview and
5.5. Clear away room service asked to
equipment demonstrate

6. Receive and handle guest concerns

6.9. Listen to the complaint Showed original
6.10. Apologize to the guest COE, called up
6.11.Take proper action on the issuing company
complaint Certificate of to verify
6.12. Record complaint Employment authenticity,
TOR/Diploma conducted
interview and
asked to
demonstrate

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 123 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Identifying Training Gaps

From the accomplished Self-Assessment Check (Form 1.1) and the

evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.

Form 1.3 Summary of Current Competencies Versus Required

Competencies

Required Units of Current Training Gaps/

Competency/Learning Competencies Requirements
Outcomes based on CBC
BASIC
1. Participate in Workplace Communication
1.1 Obtain and convey Obtain and convey
workplace communication workplace
communication
1.2 Participate in Participate in
workplace meetings and workplace meetings
discussions and discussions
1.3 Complete relevant work Complete relevant
related documents work related
documents
1.4 Practice occupational Practice
health and safety occupational health
procedures and safety
procedures
2. Work in a Team environment
2.1 Describe as a team role Describe as a team
and scope role and scope
2.2 Identify own role and Identify own role and
responsibility within the responsibility within
team the team
2.3 Work as a team Work as a team
member member
2.4 Work effectively with Work effectively with
colleagues colleagues
2.5 Work in socially diverse Work in socially
environment diverse environment

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 124 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
3.Practice Career Professionalism
3.1 Integrate personal Integrate personal
objectives with objectives with
organizational goals organizational goals
3.2 Set and meet work Set and meet work
priorities priorities
3.3 Maintain professional Maintain
growth and development professional growth
and development
4. Practice Occupational Health and Safety Procedures
4.1 Identify hazards and Identify hazards and
risks risks
4.2 Evaluate hazards and Evaluate hazards
risks and risks
4.3 Control hazards and Control hazards and
risks risks
4.4 Maintain Occupational Maintain
Health and Safety Occupational Health
and Safety
Required Units of Current Training Gaps/
Competency/Learning Competencies Requirements
Outcomes based on CBC
COMMON
1. Develop and Update Industry Knowledge

1.1 Seek information on Seek information on

the industry the industry

1.2Update industry Update industry

knowledge knowledge

1.3 Develop and update Develop and update

local knowledge local knowledge
1.4 Promote products and Promote products
services to customers and services to
customers
2. Observe Workplace Hygiene Procedures
2.1.Follow hygiene Follow hygiene
procedures procedures
2.2. Identify and prevent Identify and prevent
hygiene risks hygiene risks
Date Developed: Document No. 02456
February 2018 Issued by:
Food and Date Revised: Page 125 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
3. Perform Computer Operations
3.1.Plan and prepare for Plan and prepare for
task to be undertaken task to be
undertaken
3.2.Input data into Input data into
computer computer
3.3 Access information Access information
using computer using computer
3.4. Produce/output data Produce/output
using computer system data using
computer system
3.5. Maintain computer Maintain computer
equipment and systems equipment and
systems
4.Perform Workplace and Safety Practices
4.1. Follow workplace Follow workplace
procedures for health, procedures for
safety and security health, safety and
practices security practices
4.2 Perform child Perform child
protection duties protection duties
relevant to the tourism relevant to the
industry tourism industry
4.3. Observe and monitor Observe and
people monitor people
4.4. Deal with emergency Deal with emergency
situations situations
4.5. Maintain safe Maintain safe
personal presentation personal
standards presentation
standards
4.6. Maintain a safe and Maintain a safe and
secure workplace secure workplace
5. Provide Effective Customer Service
5.1 Greet customer Greet customer
5.4 Identify needs of Identify needs of
customers customers
5.5 Deliver service to Deliver service to
customer customer
5.4 Handle queries through 5.4.Handle queries
use of common business through use of
Date Developed: Document No. 02456
February 2018 Issued by:
Food and Date Revised: Page 126 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 tools and technology common business
tools and
technology
5.5 Handle complaints/ Handle complaints/
conflict situations, conflict
evaluation and situations,
recommendations evaluation and
recommendations
Required Units of Current Training Gaps/
Competency/Learning Competencies Requirements
Outcomes based on CBC
CORE
1.Prepare the Dining Room/Restaurant Area for Service
1.1 Take table reservations Take table
reservation
s
1.3 Prepare service Prepare service
stations and equipment stations and
equipment
1.3 Set up the tables in Set up the tables in
the dining area the dining area
1.5 Set the Set the
mood/ambiance of mood/ambiance of
the dining area the dining area
2. Welcome Guests and Take Food and Beverage Orders
2.1. Welcome and greet Welcome and greet
guests guests
2.3 Seat the guests Seat the guests
2.3 Take food and Take food and
beverage orders beverage orders
3. Promote food and beverage products
3.1 Know the product Know the product
3.2 Undertake Suggestive Undertake
selling Suggestive selling
3.3 Carry out Upselling Carry out Upselling
strategies strategies
4.Provide Food and Beverage Services to Guests
4.1 Serve food orders 4.1 Serve food
orders
4.2 Assist the diners 4.2 Assist the diners

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 127 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
4.3 Perform banquet or 4.3 Perform banquet
catering food service or catering food
service
4.4 Serve beverage orders 4.4 Serve beverage
orders
4.5 Process payments and 4.5 Process
receipts payments and
receipts
4.6 Conclude food service 4.6 Conclude food
and close down dining service and close
area down dining area
4.7 Manage intoxicated 4.7 Manage
persons intoxicated
persons
5.2 Provide Room Service
5.1 Take and process room Take and process
service orders room service orders
5.2 Set up trays and Set up trays and
trolleys trolleys
5.3 Present and serve food Present and serve
and beverage orders to food and
guests beverage orders
to guests
5.4 Present room service Present room
account service account
5.5 Clear away room Clear away room
service equipment service
equipment
6. Receive and Handle Guest Concerns
6.1 Listen to the Listen to the
complaint complaint
6.5 Apologize to the guest Apologize to the
guest
6.6 Take proper action on Take proper action
the complaint on the complaint
6.7 Record complaint Record complaint

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 128 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Form No. 1.4: Training Needs

Training Needs Module Title/

(Learning Outcomes) Module of Instruction
Take and process room service orders
Set up trays and trolleys
Present and serve food and beverage Providing room service
orders to guests
Present room service account
Clear away room service equipment

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 129 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 TRAINING PLAN
PRE-TRAINING ACTIVITIES
1. Search for prospective industry partners 6. Finalize the training & Memorandum of Agreement
2. Send Proposal letters (follow-up and visitation) (MOA)/Memorandum of Understanding (MOU)
3. Set an appointment for Presentation 7. Present training plan and MOA/ MOU for approval
4. Presentation 8. Placement of the trainees in the industry
5. Conduct site visit for work-based training plan

Qualification: Food and Beverage Services NC II

Date
Trainees’ Training Training Mode of Facilities/Tools Assessment
Staff Venue and
Requirements Activity/Task Training and Equipment Method
Time

5.1 Take and 5.1-1 Take Room On the Job Pen and paper/ June 4,
process Service Order Training POS 2019
room service Telephone 8am to
orders Alona
5.1-2 Records and Tables Kew 5pm
Meriam Direct
Checks Guest’s White Observation
Gabaisen Order pads
Relevant Beach
Information Menu Folder Resort Interview

5.1-3 Suggests
best selling
Products to

5.2 Set up trays 5.2-1 Set-up of

Date Developed: Document No. 02456
February 2018 Issued by:
Date Revised:
Food and Beverage Services Page 130 of 166
NC II Developed by:
BIT International College
Marilou N. Bitasolo
Revision #
 and trolleys Equipment and On the Job Waiter Station
Material Selection Training Meriam Tray Alona June 4,
Gabaisen Stand/Trolley Kew 2019
Direct
White Observation 8am to
5.2-1 Set-up Room Dinnerwares
Beach 5pm
Service Trolley Silverwares Resort Interview
Condiments
Hollowware
Cutleries
Bill Folder
Table Napkin
Side towels

5.3 Present and 5.3-1 Deliver Room On the Job Meriam Tray
serve food Training Gabaisen Stand/Trolley
and 5.3-2 Service Meal Alona Direct June 5,
beverage Dinnerware Kew Observation 2019
5.3-3 Set up Room
orders to White
Service In-Room Silverwares 8am to 5
guests Beach
Dining pm
Condiments Resort
Hollowware
Cutleries
Table Napkin

Date Developed: Document No. 02456

February 2018 Issued by:
Date Revised:
Food and Beverage Services Page 131 of 166
NC II Developed by:
BIT International College
Marilou N. Bitasolo
Revision #
 Side towels

5.4 Present room 5.4-1 Checks On the Job Meriam POS/ Alona Direct June 5,
service account Guest Account Training Gabaisen Cashier’s Receipt Kew Observation 2019
White Interview
5.4-2 Settle the 8am to
Bill Folder Beach
Guest Bills 5pm
Pen Resort

Tray Alona Direct June 6,

Stand/Trolley Kew Observation 2019
5.5-1 Clear Room
White Interview
5.5 Clear away Service Area On the Job Meriam Dinnerware 8am to
Beach
room service 5pm
Training Gabaisen Silverwares Resort
equipment
5.5-2 Clean and Condiments
Return Trays and Hollowware
Trolleys to the
kitchen Cutleries
Table Napkin
Side towels

Date Developed: Document No. 02456

February 2018 Issued by:
Date Revised:
Food and Beverage Services Page 132 of 166
NC II Developed by:
BIT International College
Marilou N. Bitasolo
Revision #
 MEMORANDUM OF AGREEMENT

KNOWN BY ALL THESE PRESENTS:

This Memorandum of Agreement (“MOA”) made and entered into, by and between:
BIT INTERNATIONAL COLLEGE a private TESDA legislated technology institution
located at 200 Gallares St., Tagbilaran City represented by its Vocational School
Superintendent-I, EVELYN B. MONTERON, LPT, Ed.D and hereinafter referred to
as BIT IC;

and

ALONA KEW WHITE BEACH RESORT., a private hotel and restaurant (tourism
sector) with address at Tawala, Panglao, Bohol represented herein by its Executive
Director, ROLDAN H. NAVAL, and hereinafter referred to as AKWB.

WITNESSETH:
WHEREAS, the BIT IC, in pursuit of its mission to help the unemployed
individuals by providing them with quality education that will give them
employable technical skills and proper work ethics.
WHEREAS, AKWB, as the private company in Tourism sector of the Philippines
has necessary experience and expertise in providing competent hospitality
industry worker.
NOW, THEREFORE , for and in consideration of the above premises, both parties
hereby agree as follows:
A. NATURE AND SCOPE OF PARTNERSHIP

c. BIT IC and AKWB will work as partners in the technical training of

trainees in Food and Beverage Services NC II.
d. BIT IC and AKWB commit to enable the student-trainees to qualify
atleast for the entry-level job requirement in industries.
e. BIT IC and AKWB shall follow the training program registered in the
UTPRAS including its duration (62 days) for 500 hours and schedule.
Training shall start on June 4, 2019

B. FUNCTIONS AND RESPONSIBILITIES OF BIT IC

1. Exercise general supervision over the training program.

2. Designate a coordinator who will closely monitor the training program.
3. Conduct mandatory assessment of trainees.
4. Issue certificate of training to graduates of the program.
Date Developed: Document No. 02456
February 2018 Issued by:
Date Revised:
Food and Beverage Page 133 of 166
Services NC II Developed by:
BIT International
Marilou N. College
Bitasolo Revision #
 5. Undertake such other functions to ensure the success of the program.

C. FUNCTIONS AND RESPONSIBILITIES OF AKWB

1. Select and screen scholars/trainees.

2. Provide trainee’s uniform, supplies and training consumables
necessary to ensure the successful implementation of the program.
3. Designate an individual who will work closely with the school
coordinator regarding training activities.
4. Designate other functions to ensure smooth implementation of the
program.

D. MISCELLANEOUS PROVISIONS

1. The parties pledge to cooperate with each other and to perform their
respective obligations under the agreement.
2. In case of injury resulting from an accident related to the training, BIT
IC liability shall be limited to the school’s accident plan.
3. This Agreement may be amended or modified only through a written
instrument duly signed and executed by parties. This Memorandum of
Agreement will commence upon signing.

IN WITNESS WHEREOF, the parties have signed this Memorandum of

Agreement this June 1, 2019 at Tagbilaran City, Bohol, Philippines.

BIT International College Alona Kew White Beach Resort

By: By:

Evelyn B. Monteron, LPT, Ed.D Roldan H. Naval

Vocational School Superintendent-I Executive Director

WITNESSED BY:

Engr. Edwin P. Niepes

Vocational Instruction Supervisor

Date Developed: Document No. 02456

February 2018 Issued by:
Date Revised:
Food and Beverage Page 134 of 166
Services NC II Developed by:
BIT International
Marilou N. College
Bitasolo Revision #
 Technical Education and Skills Development This Trainees’ Record Book (TRB) is intended to
Authority serve as record of all accomplishment/task/activities
while undergoing training in the industry. It will
BIT International College
eventually become evidence that can be submitted for
portfolio assessment and for whatever purpose it will
TRAINEE’S RECORD BOOK serve you. It is therefore important that all its contents
are viably entered by both the trainees and instructor.
The Trainees’ Record Book contains all the
required competencies in your chosen qualification. All
you have to do is to fill in the column “Task Required”
and “Date Accomplished” with all the activities in
accordance with the training program and to be taken
up in the school and with the guidance of the
instructor. The instructor will likewise indicate his/her
Trainee’s No.1246 remarks on the “Instructors Remarks” column
regarding the outcome of the task accomplished by the
trainees. Be sure that the trainee will personally
accomplish the task and confirmed by the instructor.
NAME: Madelyn S. Denulan It is of great importance that the content should
be written legibly on ink. Avoid any corrections or
erasures and maintain the cleanliness of this record.
QUALIFICATION: Food and Beverage Services NC II
This will be collected by your trainer and submit
the same to the Vocational Instruction Supervisor (VIS)
TRAINING DURATION : 356 hours and shall form part of the permanent trainee’s
document on file.
THANK YOU!
TRAINER: Marilou N. Bitasolo
Instructions:
Date Developed: Document No. 02456
February 2018 Issued by:
Date Revised:
Food and Beverage Services Page 135 of 166
NC II Developed by:
BIT International College
Marilou N. Bitasolo
Revision #
 NOTES:
_______________________________________________________ Learning Task/ Date Instructors
______________________________________________________ Outcome Activity Accomplished Remarks
Required
_______________________________________________________
_______________________________________________________ Take table
reservation
_______________________________________________________ Prepare
_______________________________________________________ service
_______________________________________________________ stations and
equipment
_______________________________________________________
Set-up the
_______________________________________________________
tables in the
_______________________________________________________ dining area
_______________________________________________________ Set the
_______________________________________________________ mood/ambian
_______________________________________________________ ce of the
dining area
_______________________________________________________
_______________________________________________________ __________________ ______________
Trainee’s Signature Trainer’s Signature

Unit of Competency: 2. Welcome guests and take food

Unit of Competency: 1. Prepare the dining room/ and beverage orders
restaurant area for service Food and Beverage NC II
Food and Beverage NC II
Date Developed: Document No. 02456
February 2018 Issued by:
Date Revised:
Food and Beverage Services Page 136 of 166
NC II Developed by:
BIT International College
Marilou N. Bitasolo
Revision #
 Learning Task/ Date Instructors
Outcome Activity Accomplished Remarks
Learning Task/ Date Instructors
Required
Outcome Activity Accomplished Remarks
Required Know the
product
Welcome
and greet Undertake
guests Suggestive
selling
Seat the
guest Carry out
Upselling
Take food
strategies
and
beverage
orders _____________________ ________________
Liaise Trainee’s Signature Trainer’s Signature
between
kitchen
and service
areas

____________________ ________________
Trainee’s Signature Trainer’s Signature
1. Unit of Competency: 3. Promote food and beverage Unit of Competency: 4. Provide food and beverage
products services to guests

Food and Beverage NC II

Food and Beverage NC II
Learning Task/ Date Instructor
Date Developed: Document No. 02456
February 2018 Issued by:
Date Revised:
Food and Beverage Services Page 137 of 166
NC II Developed by:
BIT International College
Marilou N. Bitasolo
Revision #
 Outcome Activity Accomplished s Remarks
Required Unit of Competency: 5.Provide room service
Serve food
orders
Assist the Food and Beverage NC II
diners Learning Task/ Date Instructors
Perform Outcome Activity Accomplished Remarks
banquet or Required
catering Take and  Perform March 10-
food service process Take 16, 2019
Serve room Room
beverage service Service
orders orders Orders
Process  Check
payments and use
and receipts guest’s
Conclude name
food service througho
and close ut the
down dining interactio
area n
Manage  Clarify,
intoxicated repeat
persons and check
the
details of
_____________________ ________________ the orders
Trainee’s Signature Trainer’s Signature to the

Date Developed: Document No. 02456

February 2018 Issued by:
Date Revised:
Food and Beverage Services Page 138 of 166
NC II Developed by:
BIT International College
Marilou N. Bitasolo
Revision #
 guest for
with preparatio
accuracy n
 Use
Set up
suggestive
trays and
selling
trolleys
technique
Present
 Advise
and serve
guest the
food and
approxim
beverage
ate time
orders to
of delivery
guests
 Record
Present
and check
room
relevant
service
informatio
account
n
Clear
 Receive
away
room
room
service
service
order
equipment
from the
doorknob
dockets _____________________ ________________
 Transfer
Trainee’s Signature Trainer’s Signature
and relay
orders to Unit of Competency: 6. Receive and handle guest
appropria concerns
te Food and Beverage NC II
location
Date Developed: Document No. 02456
February 2018 Issued by:
Date Revised:
Food and Beverage Services Page 139 of 166
NC II Developed by:
BIT International College
Marilou N. Bitasolo
Revision #
 Learning Task/ Date Instructors
Outcome Activity Accomplished Remarks
Required
Listen to
the
complaint
Apologize
to the
guest
Take
proper
action on
the
complaint
Record
complaint
______________________ ________________
Trainee’s Signature Trainer’s Signature

Date Developed: Document No. 02456

February 2018 Issued by:
Date Revised:
Food and Beverage Services Page 140 of 166
NC II Developed by:
BIT International College
Marilou N. Bitasolo
Revision #
 TRAINEE’S PROGRESS SHEET

Name : Madelyn S. Denulan Trainee : Marilou N. Bitasolo

Qualification : Food and Beverage Services NC II Nominal Duration : 18 Hours

Training Training Date Date Trainee’s Supervisor’s

Units of Competency Rating
Activity Duration Started Finished Initial Initial
Provide Room Service Take Room
Order Service Order

18 hours June 4, June 5, Madelyn Lilibeth V.

Records and 2019 2019 Denulan Valeroso
Competent
Checks Guest’s
Relevant
Information
Suggests
best selling
Products to
Total 18 hours
Note: The trainee and the supervisor must have a copy of this form. The column for rating maybe used either by giving a
numerical rating or simply indicating competent or not yet competent. For purposes of analysis, you may require industry
supervisors to give a numerical rating for the performance of your trainees. Please take note however that in TESDA, we
do not use numerical ratings

Date Developed: Document No. 02456

February 2018 Issued by:
Date Revised:
Food and Beverage Services Page 141 of 166
NC II Developed by:
BIT International College
Marilou N. Bitasolo
Revision #
 Training Session Evaluation

Instructions:
This post-training evaluation instrument is intended to measure how
satisfactorily your trainer has done his job during the whole duration of
your training. Please give your honest rating by checking on the
corresponding cell of your response. Your answers will be treated with
utmost confidentiality.
TRAINER/INSTRUCTOR
1 2 3 4 5
Name of Trainer: Marilou N. Bitasolo
1. Orients trainees about CBT, the use of CBLM
√
and the evaluation system
2. Discusses clearly the unit of competencies and
outcomes to be attained at the start of every √
module
3. Exhibits mastery of the subject/course he is
√
teaching
4. Motivates and elicits active participation from
√
the students or trainees
5. Keeps records of evidence/s of competency
√
attainment of each student/trainees
6. Instill value of safety and orderliness in the
√
classrooms and workshops
7. Instills the value of teamwork and positive
√
work values
8. Instills good grooming √
9. Instills value of time √
10. Quality of voice while teaching √
11. Clarity of language/dialect used in teaching √
12. Provides extra attention to trainees and
√
students with specific learning needs.
13. Attends classes regularly and promptly √
14. Shows energy and enthusiasm while teaching √
15. Maximizes use of training supplies and
√
materials
16. Dresses appropriately √
17. Shows empathy √
18. Demonstrates self-control √

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 142 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 This post-training evaluation instrument is intended to measure how
satisfactorily your trainer prepared and facilitated your training. Please
give your honest rating by checking on the corresponding cell of your
response. Your answers will be treated with utmost confidentiality.
Use the following rating scales:
5 - Outstanding
4 - Very Good/Very Satisfactory
3 – Good/Adequate
2 – Fair/Satisfactory
1 – Poor/Unsatisfactory
PREPARATION 1 2 3 4 5
1. Workshop layout conforms with the components of
a CBT workshop
2. Number of CBLM is sufficient
3. Objectives of every training session is well
explained
4. Expected activities/outputs are clarified
DESIGN AND DELIVERY 1 2 3 4 5
1. Course contents are sufficient to attain objectives
2. CBLM are logically organized and presented
3. Information Sheet are comprehensive in providing
the required knowledge
4. Examples, illustrations and demonstrations help
you learn
5. Practice exercises like Task/Job Sheets are
sufficient to learn required skills
6. Valuable knowledge are learned through the
contents of the course
7. Training Methodologies are effective
8. Assessment Methods and evaluation system are
suitable for the trainees and the competency
9. Recording of achievements and competencies
acquired is prompt and comprehensive
10. Feedback about the performance of learners are
given immediately
Date Developed: Document No. 02456
February 2018 Issued by:
Food and Date Revised: Page 143 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
TRAINING FACILITIES/RESOURCES 1 2 3 4 5
1. Training Resources are adequate
2. Training Venue is conducive and appropriate
3. Equipment, supplies, and materials are sufficient
4. Equipment, Supplies and Materials are suitable
and appropriate
5. Promptness in providing Supplies and Materials
SUPPORT STAFF 1 2 3 4 5
1. Support Staff are accommodating

Comments/Suggestions:
The Trainer provides us what we need. She performs first before us and
facilitates those most important things. She applies methodologies and
techniques provided with the training resources, promptness in providing
supplies and materials.
To the staff they are very accommodating and they make sure that our
workstation areas are conducive for learning.

SUPERVISED INDUSTRY TRAINING OR ON-THE-JOB

Date Developed: Document No. 02456
February 2018 Issued by:
Food and Date Revised: Page 144 of
Beverage Services BIT 166
Developed by:
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Bitasolo College
Revision #
 TRAINING EVALUATION FORM

Dear Trainees:
The following questionnaire is designed to evaluate the effectiveness of
the Supervised Industry Training (SIT) or On-the-Job Training (OJT) you
had with the Industry Partner of Alona Kew White Beach Resort. Please
check (√) the appropriate box corresponding to your rating for each
question asked. The results of this evaluation shall serve as a basis for
improving the design and management of the SIT in SICAT to maximize
the benefits of the said Program. Thank you for your cooperation.
Use the following rating scales:
5 - Outstanding
4 - Very Good/Very Satisfactory
3 – Good/Adequate
2 – Fair/Satisfactory
1 – Poor/Unsatisfactory

Item RATING
Question
No.
INSTITUTIONAL EVALUATION 1 2 3 4 5 N/A
Has BIT International College
conducted an orientation about
1 the SIT/OJT program, the
requirements and preparations
needed and its expectations?
Has BIT International College
provided the necessary assistance
such as referrals or
2 recommendations in finding the
company for your OJT?

Has BIT International College

showed coordination with Alona
3 Kew White Beach Resort in the
design and supervision of your
SIT/OJT?
Has your in-school training
adequate to undertake Alona Kew
4 White Beach Resort assignment
and its challenges?

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 145 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Has BIT International College
5 monitored your progress in the
Industry?
Has the supervision been effective
in achieving your OJT objectives
6 and providing feedbacks when
necessary?
Did BIT International College
conduct assessment of your
7 SIT/OJT program upon
completion?
Were you provided with the results
of the Alona Kew White Beach
8 Resort and BIT International
College assessment of your OJT?
Comments/Suggestions: The trainee is competent enough when it
comes to handling Food and Beverage Services. She applied all the
learning she had from the school to industry.

Item RATING
Question
No.
INDUSTRY PARTNER 1 2 3 4 5 N/A
Was Alona Kew White Beach
1 Resort appropriate for your type of
training required and/or desired?
Has Alona Kew White Beach
2 designed the training to meet your
objectives and expectations?
Has Alona Kew White Beach Resort
showed coordination Alona Kew
3 White Beach in the design and
supervision of the SIT/OJT?
Has Alona Kew White Beach Resort
and its staff welcomed you and
4 treated you with respect and
understanding?
5 Has Alona Kew White Beach Resort
facilitated the training, including
the provision of the necessary
resources such as facilities and
equipment needed to achieve your

Date Developed: Document No. 02456

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Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 OJT objectives?
Has Alona Kew White Beach Resort
6 assigned a supervisor to oversee
your work or training?
Was the supervisor effective in
supervising you through regular
7 meetings, consultations and
advise?
Has the training provided you with
the necessary technical and
8 administrative exposure of real
world problems and practices?
Has the training program allowed
you to develop self-confidence,
9 self-motivation and positive
attitude towards work?
Has the experience improved your
10 personal skills and human
relations?
Are you satisfied with your training
11 in the industry?

Comments/Suggestions:
The Supervisor and Staff had trained us passionately. They rest
assured that we are more competent and ready to face the hustle
and bustle hospitality industry.

Qualification : Food and Beverage NC II

Signature : ________________
Printed Name : _Madelyn Denulan
Supervisor : Lilibeth B. Valeroso
Host Industry Partner : Alona Kew White Beach Resort_
Instructor : Marilou N. Bitasolo
Period of Training : June, 20- Sept 25, 2019

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 147 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Program Evaluation Interpretation and Analysis
How to compute the average or the mean:
1. Add the points per item per rater
2. Divide the sum by the total number of raters

Example:

RATER Rating for Rating for

Item 1 Item 2
Rater A 3
Rater B 4
Rater C 5
Rater D 2
Rater E 4

Total points = 18
Number of Raters = 5

Computing for the Average or Mean

Total Points
Average =
Number of Rater

18
Average = ______________
5

Average = 3.6

Range:
0.00 - 1.49 = Poor/Unsatisfactory
1.50 – 2.49 = Fair/ Adequate
2.50 – 3.49 = Good/Satisfactory
3.50 – 4.49 = Very Good/Very Satisfactory
4.50 – 5.00 = Outstanding

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 148 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
Rater A
PREPARATION 1 2 3 4 5
1. Workshop layout conforms with the components
of a CBT workshop
2. Number of CBLM is sufficient
3. Objectives of every training session is well
explained
4. Expected activities/outputs are clarified

Rater B
PREPARATION 1 2 3 4 5
1. Workshop layout conforms with the components
of a CBT workshop
2. Number of CBLM is sufficient
3. Objectives of every training session is well
explained
4. Expected activities/outputs are clarified

Rater C
PREPARATION 1 2 3 4 5
1. Workshop layout conforms with the components
of a CBT workshop
2. Number of CBLM is sufficient
3. Objectives of every training session is well
explained
4. Expected activities/outputs are clarified

Rater D
Date Developed: Document No. 02456
February 2018 Issued by:
Food and Date Revised: Page 149 of
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Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
PREPARATION 1 2 3 4 5
1. Workshop layout conforms with the components
of a CBT workshop
2. Number of CBLM is sufficient
3. Objectives of every training session is well
explained
4. Expected activities/outputs are clarified
Rater E
PREPARATION 1 2 3 4 5
1. Workshop layout conforms with the components
of a CBT workshop
2. Number of CBLM is sufficient
3. Objectives of every training session is well
explained
4. Expected activities/outputs are clarified

Summary of Ratings

RATER Rating for Rating for Rating for Rating for

Item 1 Item 2 Item 3 Item 4
Rater A 4 4 4 4
Rater B 4 4 4 4
Rater C 5 5 4 5
Rater D 5 5 4 5
Rater E 4 4 4 4
TOTAL 22 22 20 22

Average Rating

PREPARATION Average
1. Workshop layout conforms with the
4.4
components of a CBT workshop
2. Number of CBLM is sufficient 4.4
3. Objectives of every training session is
4
well explained

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 150 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 4. Expected activities/outputs are
4.4
clarified
General Average 4.3

Range:
0.00 - 1.49 = Poor/Unsatisfactory
1.50 – 2.49 = Fair/ Adequate
2.50 – 3.49 = Good/Satisfactory
3.50 – 4.49 = Very Good/Very Satisfactory
4.50 – 5.00 = Outstanding

General Interpretation:

Based on the results, the supervised-industry training was very good/very

satisfactory having attained a 4.3 average on the preparation aspect. It is
evident that the program was well-prepared and that the trainees were
equipped with the necessary information and guidance on how to go about
with the program.

Recommendation/s:

Though it is clear that the preparation was done well, there is still a room
for improvement especially on the aspects that were not outstanding. I still
recommended that the institution through the trainer conduct further
enhancement on how to prepare the trainees for on-the-job training. It may
also be good to review the methodologies of the preparation and institute
some changes in order to achieve an outstanding rating.

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 151 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Maintain Training Facilities

Sector : Tourism Sector

Qualification Title : Food and Beverage Services NC II

Unit of Competency : Provide room service

Module Title : Providing room service

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 152 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 BIT International College
200 Gallares St., Tagbilaran City

Maintain
Training
Facilities
Date Developed: Document No. 02456
February 2018 Issued by:
Food and Date Revised: Page 153 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Template #1
HOUSEKEEPING SCHEDULE
Qualification Food and Beverage Services NC II

Area/Section Practical Work Area

In-Charge Alfredo Murcia

Schedule for the Month of May

Responsible
ACTIVITIES Daily Every Weekly Every Monthl Remarks
Person other 15th y
Day Day
1. Clean and check food and Trainees/
beverage tools and equipment Janitors (in the
like furnitures, fixture , absence of
trainess)

2. Sanitize and free of dusts Trainees/

those chinaware, Janitors (in the
hollowares, crockery, absence of
cutleries, and glasswares, trainess)
3. Clean and arrange working Trainees/
tables according to floor Janitors (in the
plan/lay-out; check absence of
stability trainess)

4. Clean and check floor, Trainees/

walls, windows, ceilings Janitors (in the
absence of
• graffiti/dust/rust trainess)
• cobwebs and
outdated/unnecessary
objects/items
• obstructions
• any used
materials/scraps
(slugs, stubs) spilled
liquid
• open cracks (floor)
5. Clean and check work Trainees/
shop ventilation and Janitors (in the
illumination by dusting absence of
lamps/bulbs, replacing trainess)

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 154 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 non-functional lamps and
keeping exhaust clean
6. Clean and check computer Trainees/
set -monitor, CPU, Janitors (in the
keyboards, mouse – free, absence of
unnecessary markings, trainess)
dust; cables and plugs are
in order; well-arranged; all
items functional
7. Clean, inspect air Trainees/
conditioning equipment: Janitors (in the
absence of
• keep screen and filter trainess)
free from dust/rust
• Check selector knobs if
in normal positions
and are functional
• Check if drainage is OK
8. Clean, check and maintain Trainees/
Tool Room Janitors (in the
absence of
• Free of dust, not damp trainess)
• Tools in appropriate
positions/locations
• With visible
labels/signage
• Logbook and forms are
complete, in order and
updated
• Lights, ventilation – OK
10. Clean and check Rest Trainees/
Room Janitors (in the
absence of
• Urinals, bowls, wash trainess)
basins, walls and
partitions are free from
stains, dirt, oils, graffiti
and unnecessary
objects;
• Ceilings free from
cobwebs and dangling
items
• Floor is kept dry; no
broken tiles or
protruding objects
• Equipped with dipper
and pails; properly
located after use
• Water systems is
functional: no
dripping/damaged
faucets or pipes
• Drainage system is
working, no water-
clogged areas
• No offensive odor
• Lights /Ventilation –
OK
9. Clean and check wash Trainees/
area: Janitors (in the

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 155 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 • Walls/Floors- –free absence of
from oils, molds, trainess)
broken tiles, gums,
stains or graffiti
• Drainage system is
functional
• Water system
functional; no dripping
faucets or leaking
pipes
• Free from unnecessary
objects (mops, rags)

10. Clean and maintain work Trainees/

shop surroundings by Janitors (in the
sweeping/ removing fallen absence of
leaves, branches, debris trainess)
and other refuse,
impounded water, clearing
pathways of obstructions
11. Disposal of waste Trainees/
materials Janitors (in the
absence of
(Follow waste segregation trainess)
system)

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 156 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Template # 2

EQUIPMENT MAINTENANCE SCHEDULE

EQUIPMENT TYPE Gueridon Trolley
EQUIPMENT CODE 0246
LOCATION PRACTICAL WORK AREA
Schedule for the Month of March
MANPOWER Daily Every Weekly Every Monthly Remarks
ACTIVITIES Other 15th
Day Day

1. Check the two

burners Activity is
 if it has ethylated done before
spirit and has Trainer/ and after
reservoir for fuel Utility using the
 Clean and kept dry equipment
outside
 Inspect for
damages and
replace parts if
necessary

2. Check
compartments for Trainees/ Activity is
sauce, Trainer done before
condiments and and after
menu cards using the
 Clean equipment
compartments
and free of left
over foods

3. Check handle Activity is

intact on the body done before
Trainer/ and after
of the trolley Trainees using the
equipment

4. Check the wheels

 Rust free
Trainer/ Activity is
 Oil the
Trainees done before
wheel
and after
 Check for
using the
damages of
equipment
wheels

5. Use equipment for 5 Activity is

minutes and observe done before
for unusual noise or Trainer/ and after
abnormal operation; if Trainees using the
repair is necessary,. equipment

Special Instruction: The equipment must be sent directly to technician for repair.

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 157 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
Trainer: Marilou N. Bitasolo

Template # 3

HOUSEKEEPING INSPECTION CHECKLIST

Qualification Food and Beverage Services NC II

Area/Section Practical Work Area

In-Charge Alfredo Murcia

YES NO INSPECTION ITEMS

1. Are the food and beverage tools and equipment like furnitures, and
fixture are clean and checks

2. Are those chinaware, hollowares, crockery, cutleries, and glasswares

sanitize and free of dust

3. Are working tables clean and arrange according to floor plan/lay-out;

check stability

4. Are floor, walls, ceilings, windows and doors clean, neat, without
obstructions or unnecessary odour? All hinges and locks functional?
With exit plans?
5. Is the workshop well-ventilated and with enough illumination?

6. Is the computer set clean and dry? Cables, plugs, mouse, properly
laid out and functional? No cuts or splices in flexible wire?
7. Is the air conditioning equipment clean and functional?

8. Is the Tool Room free of dust, with legible and visible

labels/signages, logbook and forms complete, in order & updated?
Tools with safety guards and in appropriate positions/ locations?
9. Is the wash area clean, sanitized, free from unnecessary objects such
as mops,
10. Is the rest room well-cleaned, dry and sanitized, no unacceptable
odor and free from unnecessary objects such as mops, rags,
outdated signage, dangling objects? Are the urinals, bowls,
washbasins, walls and partitions free from stains, dirt, oils, graffiti
and unnecessary objects? Is it equipped with adequate dipper and
pails and properly located after use? Are all water, drainage and
electrical systems functional?’
11. Is the workshop surroundings clean and cleared of obstructions, no
impounded water and with adequate lights?
12. Are there available receptacles for waste? Are the waste materials
properly segregated and disposed?
Remarks:

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 158 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Inspected by:

Template # 4

EQUIPMENT MAINTENANCE INSPECTION CHECKLIST

Equipment Type : Gueridon Trolley
Property Code/Number : 0246
Location : Practical Work Area
Trainer In-Charge : Alfredo Murcia
YES NO INSPECTION ITEMS
Are the two burners have ethylated spirit and has reservoir for
fuel?
Are there compartments for sauce, condiments and menu
cards?
Is the handle intact on the body of the trolley?
Are the drawers sanitized and free of dust?
Are those extension tables can still be folded down?
Is the house gas cylinder free of leakage?
Remarks:

Inspected by: Date:

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 159 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Template # 5

WASTE SEGRAGATION LIST

Qualification Food and Beverage Services NC II

Area/Section Practical work Area

In-Charge Alfredo Murcia

WASTE SEGREGATION METHOD

GENERAL/ACCUMULATED
WASTE
Recycle Compose Dispose

Mineral water bottles

Soiled linens and clothes

Plastic Wrapper

Used Tissue Papers

Scratch/Crumpled Papers

Used plastic straws/ spoon/ fork

Broken bottles/ broken glasses

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 160 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Template # 6

TAG -0UT INDEX CARD

DESCRIPTION
LOG DATE TYPE
(System Components, Test
SERIAL ISSUED (Danger/Caution)
Reference)

2019- February Danger/Broken Gueridon Trolley

007 2019 burners and
Wheels,

2019- March Danger/ Broken Glasswares

008 2019 Glasses

2019- March Danger/ Broken Dinnerware

009 2019 Dinnerware

Date Developed: Document No. 02456

February 2018 Issued by:
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Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Template # 7

BREAKDOWN/REPAIR REPORT

Property ID Number: 0246

Property Name: Gueridon Trolley

Location: Practical Work Area

Findings: Recommendations:

Broken burner and wheels Replacement of burner and wheels

Inspected by: Reported to:

Alfredo Murcia Freddie Alisto

Date: Date:

March 10, 2019 March 10, 2019

Subsequent Action Taken: Recommendation:

Inspection of the Equipment Replacement of Burner and Wheels

By: Reported to:

Technician Edwin P. Niepes

Date: Date:

March 15, 2019 March 15, 2019

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 162 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Template # 8

PURCHASE REQUEST
Republic of The Philippines 
BIT International College
200 Gallares St. Tagbilaran City  
      PR No: 246 Date: March 20, 2019
Department: Basic Education SAI No: N/A Date: March 20, 2019
BUR/OR
Section: A No. Date: March 20, 2019
Item Estimated Unit
Quantity Unit of Issue Stock No
Description Cost
Estimated Cost
Gueridon
1 pc Trolley FNB246 15,000.00 14, 769.00
Dinnerwar
5 sets e FNB125 5,000 4,980.00
6 sets Glassware FNB143 6,000 5879
           
Purpose: For replacement

Requested by: Approved by:

             
Marilou N. Bitasolo Edwin P. Niepes
Trainer TVL Supervisor

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 163 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 Workshop Lay out

Date Developed: Document No. 02456

February 2018 Issued by:
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Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
 UTILIZE

ELECTRONIC MEDIA

Powerpoint presentation

Trainee’s Orientation

Waste Disposal schedule

Breakdown

Tag Out Index

Qualification: description

Basic, common, core competencies

Number of hours

A person who has achieved this qualification is qualified to be:

________________-

What is CBT
Date Developed: Document No. 02456
February 2018 Issued by:
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Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #
CBT Principles ( 1-10)

Roles of the trainer and the trainee

Monitoring Tools ( achievement chart, progress chart, trainee’s record

book)

Assessment methods: oral questioning, portfolio, written exam,

demonstration

9 Areas in the CBT workshop

Date Developed: Document No. 02456

February 2018 Issued by:
Food and Date Revised: Page 166 of
Beverage Services BIT 166
Developed by:
NC II Marilou N. International
Bitasolo College
Revision #